customer service


Please follow the guidelines to write your Thesis. If you have any concerns you can contact us and we will be glad to assist you accordingly.





The thesis document submitted by the student should meet the following guidelines.


  1. Standard Document Format: It refers to one thesis document that addresses a single theme. The Pretext Pages, Introduction, Conclusion, and Bibliography are mandatory.


The following parts comprise the Standard Document Format:


Pretext Pages


Section 1 – Introduction

Section 2 – Literature Review

Section 3 – Methodology

Section 4 – Results

Section 5 – Discussion

Section 6 – Conclusion Bibliography Appendices


  1. Citation Style: The thesis should follow the APA Style which refers to rules or guidelines, prescribed by the American Psychological Association, that a publisher observes to ensure clear and consistent presentation of written material. It concerns uniform use of such elements as:


Selection of headings, tone, and length; Punctuation and abbreviations; Presentation of numbers and statistics; Construction of tables and figures, Citation of references.


There are many other elements for which the student is required to review the ‘Introduction to APA Style’ document supplied in addition to this guidelines document.


Thesis Guidelines 2



  1. Word Limit: It refers to the number of words in the thesis, exclusive of words in tables, maps, bibliographies and appendices. Footnotes are included as part of the word limit. Appendices must be limited to supporting material genuinely subsidiary to the main argument of the thesis.


The thesis document should meet the following word limit guidelines:


Students should aim to write a thesis of approximately 3,000 – 3,500 words in the case of short theses submission.



Thesis Guidelines 3




  1. Margin Requirements:


The margin requirement for the entire thesis should be normal i.e. 1 inch for each side.


  1. Page Numbering:


Pretext Pages: Do not number pretext pages i.e. cover page, table of content, executive summary etc.


Body: The body of the text, including Appendix/Appendices and Bibliography, are numbered consecutively with Numbers (e.g. 2, 3, etc.). Page one, although counted, is not numbered. Most software comes with the ability to suppress page one numbering. If your software does not have this ability, remove the page number from page one manually. Page numbers must appear at the top right corner of pages, approximately 1 inch from the top edge of the page and at least 1 inch from the right edge of the page. Page numbers must not invade any margins. There should be at least one return between the page number and the first line of text.


Title: Your document begins with its title repeated and centered on page one. Titles longer than one line should be single-spaced. The document’s title does not count as a heading level.


Text Spacing: Use double line spacing for the body of text. Do not mix the spacing. Use single spacing in the following situations:


For headings longer than one line For figure titles/legends For bibliographical and reference citations For direct quoted material For items listed within the body of the text (optional) Where indicated in the pretext section


Thesis Guidelines 4




  1. Font: Use Times New Roman, unadorned print, 12-point size for text (headings should also be 12-point). Use the same font style and font size throughout.


  1. Headings: Chapter names are Level 1 headings. Subheadings of a chapter are Level 3 headings. Each level must look different from the other levels. Headings of the same level must look the same throughout the document. All headings, regardless of level, must be the same font size. Either number all headings or number none. Double space headings that are more than one line. Use adequate and consistent spacing between the headings and the text. Each level 1 heading begins a new page.


  1. Appendix Heading Page: A numbered, counted page should be inserted in front of your document’s appendix/appendices. This heading page and its page number should appear in the Table of Contents.


  1. Blocked Quotes: Use Blocked Quotes for quoted material longer than three lines. Use the same font size as within the text. Double-space the quotation, and indent it evenly on both sides. There is no need to justify quotations.


  1. References: Use the same font size as within the text. Choose a reference style with the guidance of your major professor and your committee and be consistent. Single-space each citation, and use adequate and consistent spacing between citations.


  1. Endnotes: Footnotes collected at the end of a chapter are called endnotes. Use the same font size as within the text. Single-space each endnote, and use adequate and consistent spacing between endnotes.


  1. Orphan Lines/Headers/Footnotes: No orphan lines may appear at the top or bottom of a page. No headers or footers may be used. Footnotes are acceptable.


Thesis Guidelines 5




Figures should be placed in the appendices section of the thesis.


  1. Figure Labels and Captions: The definition of a figure is quite broad. “Figures” include charts, diagrams, drawings, examples, graphs, illustrations, maps, photographs, etc. In the majority of cases, if it’s not a table, it is a figure. A figure’s labels denote the type of figure and its number, and a figure’s caption is its title and description.


Every figure must have a label and caption unless there is only one figure of its type in the document. Use consecutive label numbers by order of appearance within the text.


Each figure must have a unique number. Illustrations that take up more than one page should have the label followed by “(Continued)” on the second page.


Label and caption font size is the same as body text size. Use adequate and consistent spacing between the figure and its label/caption as well as between the figure and text.


A figure’s label and caption should be placed outside its boundaries, commonly above a table and below an illustration. If both a figure and its label and caption do not fit on one page, place only the label on the page with the figure, and place the label and caption on a separate page that precedes the figure (called a legend page).


Single-space the label and caption and center it 1/3 of the way down the page. Include no other text on this page. List the page number of the legend page in the pretext list.


Thesis Guidelines 6



A table is broadly defined as a compact, systematic list of data (facts, figures, values, etc.), generally arranged in columns and/or rows. All tables must be listed in the pretext pages’ List of Tables.


  1. Table Captions: Are located above the table, on the same page as the table. Table captions should contain the illustration number, i.e., Table 1 and its title. You may number tables consecutively throughout the text or within the chapter, i.e., Table 1.1 for the first table in Chapter 1 and Table 2.1 for the first title in Chapter 2. As always, pick one method and use it consistently throughout your document.


  1. Landscaping: Because of their shape, some figures may need to be placed crosswise on a page. If so, the top of the figure should be at the left margin as viewed normally (i.e. portrait orientation), and the caption should be parallel to the right margin. The page number keeps the same location and orientation as all other page numbers in the text. Margin requirements apply.



  1. Background information

Customer service mainly involves the provision of services to the customers in business. This means that it involves various points of interaction between sales representatives and the customer before, during, and even after a purchase.  Customer service can therefore be described as a series of activities that are designed in a specific way to enhance overall customer satisfaction (Turban et al., 2002). The importance of customer service to business cannot be belittled and although it appears simple, it is a complex process that involves different psychological aspects.  The success of any business rests on having an effective customer service because it affects acquisition and retention of customers, two key ingredients of business success.

  1. Purpose of the study

The main purpose of this study was to explore the issue of customer satisfaction. The study looked into customer perspective in different perspective including the cardinal rules of customer service, what makes a good customer service, whether the notion “customer is always right” is true and applicable in all business, and how organizations can exceed customer satisfaction in their services.