Bibliografie tematiche / Customer service

Letteratura scientifica selezionata sul tema "Customer service"

Autore: Grafiati
Pubblicato: 4 giugno 2021
Ultima modifica: 11 settembre 2023

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Articoli di riviste sul tema "Customer service"

1

Raheem, A. Abdul. "Assessment of Quality Service in Public Sector Banks: an Empirical Analysis (an Application of Linear Model)". Ushus Journal of Business Management 5, n. 1 (10 gennaio 2006): 9–20. http://dx.doi.org/10.12725/ujbm.7.2.

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Abstract (sommario):
Customer service in banks is being talked about everywhere. In various forums, in the press and in conversations, customer service is in the news. Customer's service in banks is a systematic concept. A successful bank of the future will be the one that excels in customer service and provides them a range of service and product and does continues exercise in improving its potential to serve well. The very nature of service marketing requires that service organization should devote more attention on offering efficient service to the Customers. As the service invisible they can gain confidence and good will through efficient and prompt Customer service only. Among the services Public sector Banks play an important role in marketing various types of needs of customers. The public sector banks work on the good will of the customers. The best way of servicing and prospering in the competitive environment is through providing prompt, relevant and efficient customer service at reasonable cost
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2

Sukmawan, Rio, e Zulganef Zulganef. "The Influence Of Insurance Service Reputation, Customer Relationship Management, And Price Attractiveness On Insurance Service Customer Customer Experience: A Literature Review". International Journal of Business, Economics, and Social Development 4, n. 1 (2 febbraio 2023): 32–37. http://dx.doi.org/10.46336/ijbesd.v4i1.366.

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Abstract (sommario):
In the service industry, a positive company reputation will influence customers' decisions to choose that business for their insurance needs. This reputation is systematically built by upholding the importance of responsibility and engaging in open dialogue with clients to foster a sense of client loyalty to insurance services. Customer loyalty is significantly influenced by customer relationship management. The most crucial thing for management to do is to uphold trust and service standards so that clients are satisfied with the products and services the business offers. Price is not only significant to customer service but also a key indicator of service quality. Client experience can influence a customer's trust in a company. The purpose of this literature review is to provide an overview of previous research on the impact of insurance service reputation, customer relationship management, and price attractiveness on insurance service customers' experiences. The method used is a literature review, which is a study that collects, comprehends, analyzes, and then concludes national and international journals. The findings of this literature review show that there is a relationship between customer loyalty and customer experience and the reputation of insurance services. Additionally, there is a relationship between customer relationship management and price attractiveness on customer loyalty and customer experience.
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Hapsari, Indri, e Murini Murini. "Pengaruh Kualitas Pelayanan, Kepercayaan dan Kepuasan terhadap Loyalitas Nasabah PT Bank Syariah Mandiri Kendari". Jurnal Ilmu Manajemen Sosial Humaniora (JIMSH) 4, n. 2 (7 ottobre 2022): 88–95. http://dx.doi.org/10.51454/jimsh.v4i2.699.

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Abstract (sommario):
BSM Customers in Kendari Branch searched, select and use the entire services of a bank if the quality of the bank's services is able to meet the customer's needs. However, this is not enough for customers if the value of the benefits of banking products offered is not in accordance with the perception of the applicable customer value. In this case the better the quality of service, trust and customer satisfaction, the higher the customer's loyalty at PT Bank Syariah Mandiri Kendari Branch. The purpose of this study is to analyze and determine the influence of service quality, trust and customer satisfaction with customer loyalty at PT Bank Syariah Mandiri Kendari Branch. The method used in this study is in the form of primary data and secondary data that are qualitative and quantitative using multiple linear regression analysis software with the help of SPSS 16. The results show that simultaneously (together) between service quality, trust and customer satisfaction there is an influence Against customer loyalty at PT Bank Syariah Mandiri Kendari Branch while partially that the quality of service, trust and customer satisfaction there is an influence on customer loyalty at PT Bank Syariah Mandiri Kendari Branch
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4

Xie, Lishan, Dongmei Li e Hean Tat Keh. "Customer participation and well-being: the roles of service experience, customer empowerment and social support". Journal of Service Theory and Practice 30, n. 6 (25 settembre 2020): 557–84. http://dx.doi.org/10.1108/jstp-11-2019-0228.

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Abstract (sommario):
PurposeThis research aims to contribute to the transformative service research (TSR) literature by examining how customer participation in the service process influences their service experience and eudaimonic well-being, as moderated by customer empowerment and social support.Design/methodology/approachIn the contexts of wedding (n = 623) and tourism services (n = 520), two surveys were conducted to test the hypotheses using mediation and moderation analyses.FindingsCustomer participation had a positive effect on their well-being, as mediated by service experience. These effects were moderated by customer empowerment and social support. Specifically, customer empowerment negatively moderated the relationship between customer participation and their service experience for both services. In addition, the moderating effect of social support on the relationship between customer participation and service experience was positive for the wedding service but negative for the tourism service.Practical implicationsThe findings imply that firms should encourage customer participation to enhance their service experience and well-being. In addition, the firm could judiciously empower customers by adapting to the level of customer participation. Furthermore, depending on the complexity of the service required to produce the expected service outcomes, the firm may encourage the customers to engage their social network for support.Originality/valueThis research uses the service ecosystem perspective to examine the roles of the customer, the firm and the customer's social network in shaping their service experience and well-being for two common and important mental stimulus services, enriching the authors’ understanding on the role mental stimulus services play in enhancing consumers' eudaimonic well-being.
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Dwita, Febrisi, e Leony Agustine. "Creating Customer Satisfaction to Customer Loyalty: The Role of Service Quality in Every 'Moment of Truth'". Business and Entrepreneurial Review 23, n. 1 (15 giugno 2023): 51–68. http://dx.doi.org/10.25105/ber.v23i1.15481.

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This study aims to examine a model that evaluates the relationship between the moment of truth, service quality, and customer satisfaction on loyalty. This research was conducted at courier logistics in Bekasi City, West Java Province, Indonesia. This research was conducted from June 2022 to February 2023. The population in this study are customers who have used courier logistic services for an unknown number. This study used a simple random sampling technique and for the sample, 138 respondents participated, but only 98 completed questionnaires were deemed useable. The data analysis uses the SEM-PLS technique. The results of this study are that there is a positive relationship between the moment of truth and customer satisfaction, where when the customer is using the delivery service for the first time and has a good impression of the company's services, it can affect perceptions about the ability and use of these services from time to time. The experience of using the service can change the priorities that underlie each customer's main reason. There is a positive influence between Service Quality on customer satisfaction, where when the delivery service company provides maximum service quality, customers will feel and will reuse their services which can even make these customers more loyal to the company. There is a positive influence between customer satisfaction on loyalty, the moment of truth has a positive influence on customer loyalty, and service quality has a positive influence on customer loyalty.
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Achmad Rasyid Jauhari, Hanif, e Mujahid Shiroth Rasyid Jauhari. "CUSTOMER SERVICE STRATEGY IN INCREASING THE NUMBER OF CUSTOMERS AT BANK BJB SYARIAH BRAGA BRANCH OFFICE". Journal of Public Administration 1, n. 1 (14 maggio 2022): 1–8. http://dx.doi.org/10.61317/jc.v1i1.7.

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Abstract (sommario):
Very tight competition in the world of banking services business has forced banking service companies to compete for the hearts of customers. Every company wants to maintain its presence in customers in order to survive and expand market share. To be able to entering the market, the company is required to meet customer needs by improving services. Bank bjb Syariah Braga Branch Office preparing staff employees who are able to handle their customers, which is usually called customer service. Customer service has the main task of providing services and fostering good relations with customers, therefore Bank bjb Syariah Braga Branch Office makes a special strategy so that customers feel comfortable so that it affects the number of customers who come to the office because of the services provided by customer service. The problem in this research is how the strategy of customer service in providing services to customers and the efforts that affect customer service at Bank bjb Syariah Braga Branch Office. The purpose of this research is to determine the strategy of customer service in providing services to customers and the efforts that affect customer service at Bank bjb Syariah Braga Branch Office. In this study the authors used qualitative research by using this research to produce descriptive data. Overall, it can be concluded from this research that it shows that the customer service strategy in providing services to customers, namely, competence (competence), trusted & trust (trust and be trusted), honesty (honesty), service excellent (excellent service), and innovation (change). As well as the efforts made by customer service in increasing the number of customers, the first is seven new accounts in one day, the second is cross selling, the third is roll play and the last is shopper. Thus, based on the results of this study, it is expected that the customer service of Bank bjb Syariah Braga Branch Office can improve good service to customers.
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7

Mamun, Sukron, e Tri Hadmiatin Ningsih. "Implementasi Strategi Layanan Teknologi Digital Banking dan Service Quality dalam Perspektif Nasabah pada Perbankan Syariah (Study kasus pada Bank Syariah Mandiri KCP Tomang)". Jurnal Ekonomi Syariah Pelita Bangsa 6, n. 02 (31 ottobre 2021): 223–33. http://dx.doi.org/10.37366/jespb.v6i02.249.

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Abstract (sommario):
In banking, service delivery is related to development real technology including Internet Banking, Phone banking, SMS Banking, Mobile Banking, ATM, and Service Quality, namely services provided by human resources in this case CS (Customer Service) such as interactions directly by providing services directly with good like service in good, polite and friendly language, it can improving banking quality in improving service quality towards customers. The research method that will be used in this research is descriptive method with a case study approach. The research that researchers made using a qualitative approach. Data collection techniques through: study literature, interviews, documentation, and observations. Based on the results interviews conducted, it can be concluded that implementation technology service strategy Digital Banking at Bank Syariah Mandiri KCP Tomang has implemented four main dimensions of Digital Banking (E-Serqual), meanwhile from the observation of the implementation of the Quality Service (Quality of service) given Customer Service Bank Syariah Mandiri KCP Tomang to customers, Customer Service has implemented 10 dimensions in its service to customers, apart from that based on the conclusion of the interview that Customer Service has also been guided by the five dimensions of service, this is based from the customer's perspective on the implementation of Quality Service (Quality services) provided by Customer Service at Bank Syariah Mandiri KCP Tomang and confirmed by the observations of researchers that all indicators are considered highly good and very satisfying.
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Terziev, Venelin, Vanya Banabakova e Marin Georgiev. "Customer's profitability analyses and customer service policies". Journal of Innovations and Sustainability 3, n. 3 (1 settembre 2017): 39–48. http://dx.doi.org/10.51599/is.2017.03.03.39.

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Abstract (sommario):
Most organizations do not pay attention to the customer's profitability. It is also appropriate to improve this activity by first applying a model of customer profitability analysis. One of the basic principles of customer return analysis, which the provider must implement, is to disclose and describe all the expenses, specific to each individual customer. A useful way to uncover these costs is to determine which expenses will be dropped if the customer is discontinued. Appropriate use of ABC is a differentiation analysis to identify which goods and services, which customers are more and which are less profitable for the organization, and depending on how to define the policy for serving different categories of customers and the sale of goods and services with different participation in sales and profits. The present study explores the opportunities of measuring customer profitability, analyzes the connection- service’ expenses, a cost-effective client and presents the application of the ABC method - analysis to distinguish the customer service policy.
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Wahyuni, Alida, Mungky Hendriyani e Intan Nurhasanah. "PERANAN CUSTOMER SERVICE DALAM MENINGKATKAN JUMLAH NASABAH PADA PT. BANK PEMBANGUNAN DAERAH JAWA BARAT DAN BANTEN, TBK. CAPEM PAMULANG TANGERANG SELATAN". REMITTANCE: JURNAL AKUNTANSI KEUANGAN DAN PERBANKAN 3, n. 1 (30 giugno 2022): 22–28. http://dx.doi.org/10.56486/remittance.vol3no1.186.

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This research aims to analyze the role of customer service in increasing the number of customers PT. Bank BJB, Tbk. Kantor Cabang Pembantu Pamulang. A customer is a person directly dealing with or in direct contact with the customer, customer service has a responsible role in the service and smoothness of the bank, and understands the work to be carried out, especially related to service to customers. Serving the customer is a very necessary attitude of customer service that can increase customer interest and ability to communicate well with customers. The results prove the role of customer service in providing information to customers very well. Because the media used customer service in providing the information is very good and customers feel very satisfied with the services provided by customer service
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Nelly, Nelly. "KOMPONEN MANAJEMEN JASA TERPADU TERHADAP KEPUASAN NASABAH TABUNGAN PADA PT. BANK DANAMON INDONESIA, TB CABANG MESJID LAMA PALEMBANG". Jurnal Ilmiah Ekonomi Global Masa Kini 7, n. 1 (14 luglio 2016): 13–17. http://dx.doi.org/10.36982/jiegmk.v7i1.99.

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The study aimed to determine the components of integrated management services simultaneously and partially on customer satisfaction savings in PT Bank Danamon Indonesia, Tbk Palembang branch of the Mesjid Lama and to know the components of an integrated service management is a dominant influence on customer satisfaction savings. The study was conducted on customers of Bank Danamon branches of the Mesjid Lama special BDI Palembang active customers savings of up Desember 2015 as many as 93 customers using purposive sampling method. Data analysis techniques used were Linear Multiple Regression analysis. Test result show that components of integrated management services at the same cost savings affect customer satisfaction. Components of intergrated management service consisting of processes, productivity and quaility, promotion and education, physical evidence as well as pricing and other service costs a significant partial effect on customer satisfaction while saving variable products, places and other times, people do not have a significant partial savings in customer satisfaction. Components of physical evidence is the dominant factor affecting customer satisfaction savingsKeyword : Integrated Service Management Component, Customer Satisfaction
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Più fonti

Tesi sul tema "Customer service"

1

Raja, Abbas Haider, Chokaew Koobgrabe e Punyanuch Chutima. "Customer satisfaction toward TrueMove customer service". Thesis, Mälardalen University, School of Sustainable Development of Society and Technology, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-875.

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Abstract (sommario):

Title: Customer Satisfaction toward TrueMove Customer Service

Problem Statement: How are TrueMove customers satisfied with the customer service provided at TrueMove shops in Bangkok?

Purpose: To evaluate “whether” and “how” TrueMove customers are satisfied or dissatisfied with the customer service provided at TrueMove shops in the Bangkok region with the help of evaluation of service quality by customers of the shop.

Theory and Methods: The research bases mainly on quantitative method; that is questionnaire method. The Service Quality Gap which aims to measure the customer satisfaction by comparing their expectation and perception of service after experiencing the service serves as the theoretical framework for the research. Moreover SERVQUAL dimensions covering Reliability, Assurance, Empathy, Responsiveness and Tangibles are used in the further development of theory and modeling of the questionnaires for this research.

Conclusion: TrueMove customers are not yet fully satisfied with customer service provided at the TrueMove shops in Bangkok region. The service quality perceived cannot yet meet the expectation of customers in any SERVQUAL Dimensions.

Recommendations: The issue of reliability in service aspect needs to be dealt with an overhaul of systems and routines while other aspects of service call for equipping employees with required knowledge. A focus on specific services to the target group of customers also needs to be established.

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Lee, Linda. "Customer-to-customer roles and impacts in service encounters". Doctoral thesis, KTH, Industriell ekonomi och organisation (Inst.), 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-186294.

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Abstract (sommario):
This thesis investigates customer-to-customer roles and impacts in the context of service encounters. This topic is studied from two angles: customer interactions during group service encounters and customer perceptions post service encounters. The first angle is a focus on group service encounters that addresses the lack of research on customer-to-customer interactions that occur in customer-to-customer interaction-intensive contexts. These are contexts where the interactions between customers are not peripheral to the service, where there can be an expectation to interact with the other customers, and are common in tourism and hospitality, recreation, and education. The second angle is a focus on service outcomes after the service encounter, including satisfaction, intention to recommend, and online word-of-mouth. Paper 1 explores how firms view and manage customer-to-customer interactions during group service encounters. It finds that the differences in attitude and conduct of firms create four possible stances toward customer-to-customer interaction. Paper 2 delves deeper into how customer-to-customer interactions impact the design and delivery of group service encounters, develops a typology of customer cohort climates (CCCs), and identifies how each CCC can be created through four elements of group service encounters. Paper 3  investigates how positive and negative customer-to-customer interactions impact service outcomes and finds that customer-to-customer interaction is a dissatisfier. Paper 4 examines how customers produce online hotel reviews and finds that content analysis of online reviews yields similar findings to more traditional quantitative research methods. This thesis advances research on the impact of customers on each other and provides evidence that other customers can and should be managed to achieve desired service outcomes. It further proposes how these interactions can be managed to further enhance service firm offerings.

QC 20160516

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Mtatsi, Siyabonga Chris. "Retaining customers through customer service in the telecomminications industry". Thesis, Nelson Mandela Metropolitan University, 2011. http://hdl.handle.net/10948/d1018641.

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Abstract (sommario):
South African Mobile network industry has seen many developments since its inception in 1994. When mobile technology was introduced in this country, the first two mobile network operators, namely Vodacom and MTN, enjoyed vast benefits of being early entrance in this business space and they grew at rate that was much faster than they themselves had expected. As expected, in the past five years this growth rate has slowly diminished due to various economic factors; these factors included increase in Government regulations, increase in number of players in the mobile network space and ever evolving technology. The mobile network operators saw interconnect fees, which amounted to fifteen per cent of total revenue for each of these operators, being reduced by more than half, with Government foreseeing total removal of these fees. At the same time, the number of competitors grew from one to three within a period of five years forcing all operators, especially Vodacom and its Vodashops, to search for winning strategies that could ensure retention of their customers thus their revenue. Therefore, the intention of this research is to investigate various strategies that are suitable and can be implemented for one of the Vodashops in Cape Town, namely Canal Walk Vodashop, to ensure that this store manages to retain and possibly grow its existing customers. The investigation led the researcher to find that, in a situation where the affected organisation is at the maturity level of the business, as it is the case with the selected store, the most effective strategy to retain and grow customers is the customer service strategy. This strategy includes various elements which are very important to its success; these elements include providing job specific skills to employees, designing and implementing suitable processes and creating best value for customers on products and services that the company offers. The research was achieved by following the approach below: • A literature study was done in order to determine the key elements of an effective customer service strategy; • A survey of literature focusing specifically on employee skills development, design and implementation of processes and creation of value for the offered products and service; • Insights of customers from the selected Vodashop were obtained via interviews to determine their perception on products and services offered; and • Lastly, interview results were analysed to determine the areas of improvement and also what customer service strategies are suitable for highlighted problems. Through this research, various customer service strategies that must be consistently and continuously executed in order to achieve this excellent customer service were recommended. The recommended strategies include training and development of employees, design and implementation of processes that are aligned to the selected Vodashop and also to the needs and expectations of customers.
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Akele, Seyoum. "Customer Service Quality in Ethiopian Electric Power Corporation (EEPCO) : Prepayment Customer Service". Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-180578.

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Abstract (sommario):
Ethiopian Electric Power Corporation (EEPCO), state owned monopoly that generates, transmits, and distributes and sales electric power nationwide, has been undergoing various continued utility management practices. One of the major improvements, as part of the transformation, was the introduction of Prepayment (Metering) System, over that of the conventional metering service, which had been forcing the Corporation to follow lengthy service processes, in order to support the realization of its long term strategic vision of providing quality electric service and being competitive in an energy export. However, despite the introduction of this new type of service-prepayment customer service, the Corporation has not been able to attract more than only about five percent out of the two million total customers. Therefore, this study tried to assess and analyze the existing practice (quality) of prepayment customer service both from the employee and the Corporation’s perspectives, and thereby propose possible marketing strategies that are capable of improving the customer service quality for the subsequent adoption of prepayment service. SERVQUAL, as a methodological approach to service quality measures, was employed to measure the prepayment service quality by comparing customers’ perception of the received service against their expectations. Accordingly, the study revealed, despite its limitations, that there has been a substantial gap between customers’ expectations and perception of the service rendered, for which different possible marketing strategies were suggested for improvement.
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5

Heath, Eric Ernie. "The determinants of customer co-production and satisfaction in a compliance dependent service". Diss., University of Pretoria, 2012. http://hdl.handle.net/2263/24649.

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Abstract (sommario):
Customer compliance has become a pivotal consideration in the marketing strategies of lifestyle management programmes. Previous research has shown that the better customers comply with the directives of service providers, the higher their levels of customer satisfaction (Dellande, 1999). There are numerous lifestyle management programmes available on the market today. Many of these programmes have been linked to the usage of a nutritional product range as a pre-requisite for entering the programme. The investigation of customer compliance in lifestyle management programmes is very important because many of the major societal problems of today, such as high-fat diets, poor physical fitness, substance abuse and smoking, exist because people make poor health choices. Most of the leading causes of death could be reduced substantially if people at risk change five behaviours, namely non-compliance with beneficial health behaviours, poor diet, lack of exercise, smoking and alcohol and drug abuse. The many societal ills related to non-compliance with the aforementioned five behaviours and the dearth of knowledge about the determinants of customer compliance were the main motivations for this study. Another important goal, underlying the motivation for this study, was to understand the relationship between role clarity, role ability, motivation, customer satisfaction and goal attainment. Motivation, which for the purpose of this study has been divided into intrinsic and extrinsic motivation, proved to be the strongest predictor of customer compliance. An online self-administered questionnaire was used to gather quantitative data from 155 respondents who have successfully completed a lifestyle management programme. The results of the first regression model indicated that two of the four independent variables, namely “customers’ role ability” and “intrinsic motivation”, are statistically significant, positive predictors of the dependent variable “customer compliance”. The other two independent variables, “customer role clarity” and “extrinsic motivation”, are not statistically significant predictors of “customer compliance”. The results of the second regression model indicated that “customer compliance” and “customer goal attainment” are statistically significant positive predictors of the dependent variable “customer satisfaction” The most important construct of the study, highlighted in Chapter 6 as well as in the study by Dellande (1999), is customer motivation. If a customer is not motivated, compliance levels will not be sufficient to generate high levels of customer satisfaction. Customer motivation was divided into extrinsic motivation and intrinsic motivation with intrinsic motivation proving to have a stronger correlation with customer compliance than extrinsic motivation. The study was conducted across three different organisations. Research has also suggested that more than half of the customers who commence with a lifestyle management programme never complete the programme or revert to the original lifestyle they followed prior to commencement of the programme. This could have a negative effect on their satisfaction levels. It is, therefore, imperative to ensure that all customers who join a lifestyle management programme are motivated and are able to comply with the directives of the programme to ensure the successful completion thereof.
Dissertation (MCom)--University of Pretoria, 2012.
Marketing Management
MCom
Unrestricted
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6

Hamer, Susan E. "Ontario Superhost ... : what is its value to service providers? /". Online version of thesis, 1996. http://hdl.handle.net/1850/12337.

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7

Tronvoll, Bård. "Customer Complaint Behaviour in Service". Doctoral thesis, Karlstad University, Service Research Center, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-1625.

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Abstract (sommario):

It is vital for every service provider to get feedback from its customers.

This is especially important when a customer has perceived an unfavourable service experience. One way to receive feedback from these customers is to encourage and make it easy for them to complain.

Scholarly knowledge about complaint behaviour gives the service provider valuable insight about service problems and how to improve e.g. service offerings, service processes and interactions, to increase customer satisfaction, loyalty and profit. For that reason it is argued that customers who have an unfavourable service experience should be encouraged to complain, because if not, the provider risks losing the customer and thus future revenue.

Previous research within complaint behaviour has mainly focused on the static description of motivation, antecedents, or the outcome response of complaint behaviour. The research has mainly explored different features linked to the market, the provider, the service and/or individual customer’s issues. To learn more about the customer’s complaint behaviour there is a need to take a dynamic and processual approach. This may help providers to serve customers more correctly and prevent unfavourable service experiences.

The main aim of this dissertation is to enhance the knowledge of the dynamic behavioural processes in customer complaint behaviour. The dissertation will contribute to conceptualise different aspects of customer complaint behaviour. In addition, the dissertation will give an empirical grounded understanding of contextual and emotional aspects that may help to recognize the complexity of the complaint behaviour process.

The contribution is a portrayal of different models describing the dynamic process of complaint behaviour including a new customer complaint behaviour model. Customer complaint behaviour is viewed as action and reaction - as a dynamic adjustment process that occurs during and/or after the service interaction, rather as a post-purchase activity. In order to capture these adjustments, a new conceptual complaint model is suggested which holds three thresholds for complaint behaviour and emphasis three different behavioural categories in the complaint process. Further, the dissertation gives an explanation of contextual and emotional issues that influence the complaint behaviour. The dissertation also includes an epistemological framework to anchor the paradigmatic belongings of service research as a basis for the design of studies in the area of customer complaint behaviour.

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8

Henriksson, Alexander, e Fredric Vallin. "Telecom Customer Service Information Model". Thesis, Uppsala universitet, Institutionen för informatik och media, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-126125.

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Abstract (sommario):
A customer service unit in the telecom industry is a stressful and difficult work environment. The information is spread throughout many systems and it is not always easy to keep track of or use it in the most efficient way. The telecom industry has an especially complex IT architecture with a lot of information constantly being transferred. The main purpose of this thesis is to create a first version of a telecom customer service model. This model will describe what information a customer service unit at a telecom company needs. The model will also describe how IT should support the customer service unit with regards to what components are needed and how to use these components to deliver information efficiently. To connect to the purpose we have performed a series of studies in the following areas: Questionnaire Observations Interviews They have all been performed with selected personnel and experts at TeliaSonera Sundsvall. The results of these studies have been analyzed to answer their respective areas. What information the customer service unit need, what components they need and how to use these components. In conclusion we have integrated all the results into a first version of a customer service information model. This model shows the relationships between each component and also what information they need at the customer service unit. Some major issues and technical aspects are also presented in this model.
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9

Tronvoll, Bård. "Customer complaint behaviour in service /". Karlstad : Faculty of Economic Sciences, Communication and IT, Business Administration, Karlstads universitet, 2008. http://www.diva-portal.org/kau/abstract.xsql?dbid=1625.

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10

Mtshiselwa, Mkhululi Terrence. "A customer service strategy for Ngqura Container Terminal". Thesis, Nelson Mandela Metropolitan University, 2014. http://hdl.handle.net/10948/8955.

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The container terminals play an increasingly important role in the economy of many countries. In today’s global competitive environment delivering quality service is considered as an essential strategy for success and survival. In the very competitive container terminals, service quality is important in attracting and retaining customers. The shipping companies are interested in speed and reliability from the terminals. The time a ship stays in a port must be minimised, and, therefore, the handling of containers must be executed in a fast and reliable way. The importance of customer service as a competitive strategy in container terminal has long been recognised. The growth in container volumes and higher productivity by Ngqura Container Terminal has created greater demand than before from its customers in the shipping business. The current growth in container volumes and increased customer demand has made the situation at NCT less encouraging at times, due to additional traffic of vessels awaiting to dock at the port creating congestion problems; resulting in unplanned lengthy dock occupation by vessels and the current status quo is affecting NCT strategy in terms of arrival docking and providing a quick response to customers. The Ngqura terminal is under increasing pressure from its customers and stakeholders to demonstrate that their services are customer-focused and that continuous performance improvement is being delivered. Therefore, a literature study and questionnaire survey forms the main input for this research combined with interviews with terminal managers. The purpose of this research is to examine the service quality concepts and offer an operational approach for the measurement of the quality of Ngqura Container Terminal services. The main research problem in this study was to identify customer service strategies that could be applied by Ngqura Container Terminal in order to maintain and exceed its business growth as well as customer expectations? The study employed the SERVQUAL model as a measuring tool in establishing the customers’ general expectations of a service and their perceptions of the service received at Ngqura Container Terminal. The five elements of SERVQUAL, which are tangibles, reliability, responsiveness, assurance, and empathy, were used to deal with and solve the main problem. Below are the sub-problems that have been identified in order to investigate and develop a research strategy: What is the customer’s perception of service quality at NCT?; What are the specific customer service requirements of NCT’s customers?; Does NCT’s service operations performance enable it to fulfill its customer service requirements?; How can the performance gap between customer service requirements and service operations performance be bridged?; Which service quality elements are important to customers for container terminals? This study wants to concentrate on the customers’ perception and evaluation toward service performance in Ngqura Container Terminal.
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Libri sul tema "Customer service"

1

Customer service. Brooklyn, N.Y: Melville House, 2008.

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publishing, South western educational. Customer service. southwestern educational publishing: cincinati, 2001.

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National Association of Home Builders (U.S.). Remodelors Council., a cura di. Customer service. Washington, D.C. (1090 Vermont Ave., NW, Washigton 10005): Home Builders Institute, 1993.

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Customer service. 2a ed. Australia: South-Western Cengage Learning, 2011.

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Institute for Computer Capacity Management., a cura di. Managing customer service. Milpitas, CA (P.O. Box 361556, Milpitas 95035): Institute for Computer Capacity Management, 1989.

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Gerson, Richard F. Beyond customer service: Keeping customers for life. Los Altos, Calif: Crisp Publications, 1992.

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Peters, Glen. Benchmarking customer service. London: Pitman, 1994.

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Martin, William B. Quality customer service. 3a ed. Menlo Park, Calif: Crisp Publications, 1993.

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Library, San Francisco Public. [Customer service plan]. [San Francisco, Calif: San Francisco Public Library, 1999.

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Norweb. Customer service manual. [Manchester]: Norweb, 1989.

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Capitoli di libri sul tema "Customer service"

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Bryson, John R., Jon Sundbo, Lars Fuglsang e Peter Daniels. "Customer First: Understanding Customers". In Service Management, 147–63. Cham: Springer International Publishing, 2020. http://dx.doi.org/10.1007/978-3-030-52060-1_8.

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Critchley, Sarah. "Customer Service". In Dynamics 365 Essentials, 51–119. Berkeley, CA: Apress, 2020. http://dx.doi.org/10.1007/978-1-4842-5911-5_3.

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Critchley, Sarah. "Customer Service". In Dynamics 365 CE Essentials, 41–126. Berkeley, CA: Apress, 2018. http://dx.doi.org/10.1007/978-1-4842-3973-5_2.

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Woodland, Colin. "Customer Service". In Improving Productivity and Service in Depot Businesses, 143–46. New York: Productivity Press, 2022. http://dx.doi.org/10.4324/9781003323822-6.

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Groth, Markus, e Robyn E. Goodwin. "Customer service." In APA handbook of industrial and organizational psychology, Vol 3: Maintaining, expanding, and contracting the organization., 329–57. Washington: American Psychological Association, 2011. http://dx.doi.org/10.1037/12171-009.

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Hallam, Jed. "Customer Service". In The Social Media Manifesto, 130–39. London: Palgrave Macmillan UK, 2013. http://dx.doi.org/10.1057/9781137271426_13.

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Sanchez, Andres R. "Customer Service". In Technical Support Essentials, 201–23. Berkeley, CA: Apress, 2009. http://dx.doi.org/10.1007/978-1-4302-2548-5_10.

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Darnell, Roger. "Customer Service". In The Communications Consultant's Foundation, 89–96. New York: Routledge, 2021. http://dx.doi.org/10.4324/9781003177951-13.

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Moini, Jahangir, e Morvarid Moini. "Customer service". In Fundamentals of U.S. Health Care, 100–115. Abingdon, Oxon; New York, NY: Routledge, 2017.: Routledge, 2017. http://dx.doi.org/10.4324/9781315620374-5.

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Jones, Peter, e Steve Baron. "Customer Service". In Retailing, 51–54. London: Macmillan Education UK, 1991. http://dx.doi.org/10.1007/978-1-349-12151-9_13.

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Atti di convegni sul tema "Customer service"

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Kimita, Koji, Yohei Yoshimitsu, Yoshiki Shimomura e Tamio Arai. "A Customers’ Value Model for Sustainable Service Design". In ASME 2008 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. ASMEDC, 2008. http://dx.doi.org/10.1115/detc2008-49564.

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To solve the current environmental problems, it is necessary to reconsider the current mass production paradigm and create products of higher value, based largely on knowledge and service content, to compensate for volume reduction under the concept of dematerialization. On the basis of this concept, we propose a new engineering discipline to examine services called ‘Service Engineering’. Service Engineering aims to provide services that generate high customer satisfaction. To achieve this, we have developed methods that allow service designers to design and evaluate the design solution from the viewpoint of the customer. However, customers’ criteria for evaluating services are easily affected by the quality of service that they receive. To ensure a successful relationship with customers, it is necessary to take into account changes in the customers’ criteria in the design stage. From the marketing side, on the other hand, several approaches have been utilized to ascertain such changes. This paper applies the methods proposed from the marketing perspective to service elements from the engineering design perspective. Furthermore, we propose a model to express the changes in a customer’s evaluation criteria that are brought about by the quality of service that the customer received. The proposed method is verified through its application to a practical case.
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Xu, Lu. "Managing customer services: Customer knowledge management in service innovation". In 2011 8th International Conference on Service Systems and Service Management (ICSSSM 2011). IEEE, 2011. http://dx.doi.org/10.1109/icsssm.2011.5959325.

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Padeletti, Alfred, Berthenia Coltrane e Richard Kline. "Customer service". In the 33rd annual ACM SIGUCCS conference. New York, New York, USA: ACM Press, 2005. http://dx.doi.org/10.1145/1099435.1099504.

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Weese, Aslhey, e Dana Peiffer. "Customer service". In the 2013 ACM annual conference. New York, New York, USA: ACM Press, 2013. http://dx.doi.org/10.1145/2504776.2504804.

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Vlckova, Vladimira, e Lucie Podskubkova. "CUSTOMER SERVICE QUALITY IN B2B MARKET FROM THE BUYER’S PERSPECTIVE". In Business and Management 2018. VGTU Technika, 2018. http://dx.doi.org/10.3846/bm.2018.40.

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The importance of services for companies is significant and still increasing. Customers expect fulfil-ment of their requirements concerning not only the product, but also the quality of services relating to this product. The core of competitiveness is thus moving from the product itself to the supplier abili-ties created by the entire supply system with a dynamic structure. Therefore, it is necessary to under-stand the specific needs of each single customer concerning services within the entire supply system. On the basis of a comparison of the outcomes of a targeted literature review and an analysis of eval-uation of the service quality by the customers purchasing products of a selected company, the paper identifies the deciding parameters and methods of customer service quality assessment in the B2B market from the buyer’s perspective.
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Oki, Kazuhiro, Kentaro Watanabe, Ryosuke Chiba e Yoshiki Shimomura. "A Method for Supporting Service Design Based on Multiple Domain Knowledge". In ASME 2010 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. ASMEDC, 2010. http://dx.doi.org/10.1115/detc2010-29032.

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Recently, it has become increasingly important to provide customers with highly creative services to attain differentiation from competing firms. Fulfilling customer requirements with such creative service contents is an effective way to differentiate a firm’s services from those of its competitors. However, there have been few studies that directly support the creation of new service contents, e.g., service design support using information-processing technology for knowledge by the computer. It is valid for service providers to acquire creative service design solutions that fulfill customer requirements. In this paper, we propose a support method to fulfill customer requirements for a target service by using the functions of another type of service. This method supports the acquisition of new service design solutions on the basis of the similarity with the customer requirements or functions of different services. The proposed method is verified by applying it to an existing service case.
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Sajid Ahmed, Shaikh. "Calibration Laboratories Challenges - Service Quality". In NCSL International Workshop & Symposium. NCSL International, 2018. http://dx.doi.org/10.51843/wsproceedings.2018.39.

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This paper is written from the perspective of either third party commercial or an internal calibration lab. While it is recognized that some companies communications go through multiple departments (both for the customer and for the calibration service provider), these experiences and solutions may also be applied to any lab needing outsourced calibration services. It is imperative that both the customer and the vendor take equal responsibility for communicating with each other to ensure complete customer satisfaction. Both the customer and vendor should be familiar with the requirements of ISO/IEC 17025:2005 section 4.41 Review of requests, tenders and contracts, 4.61 Purchasing services and supplies, and Section 4.71 Service to the customer. This paper addresses common frustrations between customers and their vendor’s, it also explains the relationship between different factors and processes involve in delivering the best quality services. Moreover, it also offers valuable suggestions to overcome the current and future challenges that are faced by calibration laboratories. Apart from this, certain solutions are also offered in this manuscript for closing various gaps that affects the service quality by integrating services gap model to the real scenarios and also explains how this model can help us to deliver best services within the calibration, inspection and testing laboratories.
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Ye, Chen, e Zhang Hui. "The impact of customer to customer interaction on service company-customer relationship quality". In 2011 8th International Conference on Service Systems and Service Management (ICSSSM 2011). IEEE, 2011. http://dx.doi.org/10.1109/icsssm.2011.5959303.

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Zannrni, Eyad, Qusay Al-salami e Fatma El-Zelawi. "Customer Satisfaction on Online Shopping Service Quality During Covid-19 Spreading". In ‎4th International Conference on ‎Administrative ‎& Financial Sciences. Cihan University-Erbil, 2023. http://dx.doi.org/10.24086/icafs2023/paper.893.

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Measuring customer satisfaction with online shopping (CSOS) service is indispensable nowadays, especially during COVID-19 spreading. Therefore, measuring customer satisfaction (CS) has become necessary to develop the quality and continuity of services. This research has three objectives: specifying factors that play a role in customer satisfaction on multi-communications companies' online-service quality (OSQ) in Erbil, measuring the effect of these factors, and examining the difference in satisfaction among customer groups taking into consideration the demographic information. The sampling is selected randomly from (144) customers having been shopping during the Covid-19 spreading to be the target people of this study. Testing of the hypotheses shows that a positive and significant relationship has existed between customer satisfaction and online service quality (OSQ) on E-commerce platforms: Web Design and Reliability are the most influential factors in customer satisfaction, while safety and customer service have little impact. Besides other factors, demographic variables, such as age and monthly income, affect customer satisfaction at online shopping websites.
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Thi Phuong Anh, Le, e Edwin Rajah. "Using Chatbots in Customer Service: A Case Study of Air New Zealand". In Rangahau Horonuku Hou – New Research Landscapes, Unitec/MIT Research Symposium 2021. Unitec ePress, 2022. http://dx.doi.org/10.34074/proc.2206011.

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The use of chatbots in a customer-service context is one instance of the application of digital technology to generate a competitive advantage for business. Chatbot service offers precise, instant and tailored responses for customer enquiries through a range of communication channels to many users simultaneously. However, there are concerns about customers’ perceptions of whether chatbots offer a human-like experience in customer-service interactions. The focus of this study is to investigate customers’ perceptions of the use of Air New Zealand’s chatbot customer service and its effects on customer satisfaction. This exploratory study adopted qualitative methodology using semi-structured interviews for the collection of primary data from 11 users of Air New Zealand’s chatbot service, Bravo Oscar Tango (Oscar). The results show that the chatbot service is appropriate for solving routine customer problems, providing standardised information for frequently asked questions (FAQs) and resolving non-complex customer issues. Generally, respondents were satisfied with Oscar’s service quality. However, customers perceived that the customer-service interactions lack the human-like qualities of a human customer-service agent for resolving complex customer queries. The quality of the chatbot service did not substantially impact on customers’ overall satisfaction with Air New Zealand.
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Rapporti di organizzazioni sul tema "Customer service"

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Kramer, Mitchell. Customers’ Requirements for Customer Service. Boston, MA: Patricia Seybold Group, settembre 2007. http://dx.doi.org/10.1571/psgp09-06-07cc.

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Seybold, Patricia. Branded Customer Service. Boston, MA: Patricia Seybold Group, settembre 2005. http://dx.doi.org/10.1571/br9-29-05cc.

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Marshak, Ronni. Offshore Customer Service. Boston, MA: Patricia Seybold Group, febbraio 2012. http://dx.doi.org/10.1571/ht02-02-12cc.

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Iyer, Ananth, Michael Hoeck e Amanda Thompson. INDOT Customer Service. West Lafayette, IN: Purdue University, 2006. http://dx.doi.org/10.5703/1288284313374.

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Seybold, Patricia. Four Reasons Why Customers Prefer Twitter for Customer Service. Boston, MA: Patricia Seybold Group, settembre 2013. http://dx.doi.org/10.1571/psgp09-19-13cc.

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Seybold, Patricia. Customer Service Tool Kit. Boston, MA: Patricia Seybold Group, novembre 2005. http://dx.doi.org/10.1571/toolkitcusserv.

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Marshak, Ronni. Improving Wretched Customer Service. Boston, MA: Patricia Seybold Group, luglio 2013. http://dx.doi.org/10.1571/bp07-03-13cc.

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Kramer, Mitchell. Lessons in Customer Service. Boston, MA: Patricia Seybold Group, marzo 2006. http://dx.doi.org/10.1571/cs3-9-06cc.

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Kramer, Mitchell. Customer Service Evaluation Framework. Boston, MA: Patricia Seybold Group, maggio 2010. http://dx.doi.org/10.1571/fw05-27-10cc.

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Kramer, Mitchell. Microsoft: Competitive in Customer Service. Boston, MA: Patricia Seybold Group, dicembre 2016. http://dx.doi.org/10.1571/pp12-02-16cc.

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