Business Commons^™

Anchorage: Visual Analysis Of Satisfaction In Customer Service Videos Via Anchor Events, Kam Kwai Wong, Xingbo Wang, Yong Wang, Jianben He, Rong Zhang, Huamin Qu

Research Collection School Of Computing and Information Systems

Delivering customer services through video communications has brought new opportunities to analyze customer satisfaction for quality management. However, due to the lack of reliable self-reported responses, service providers are troubled by the inadequate estimation of customer services and the tedious investigation into multimodal video recordings. We introduce , a visual analytics system to evaluate customer satisfaction by summarizing multimodal behavioral features in customer service videos and revealing abnormal operations in the service process. We leverage the semantically meaningful operations to introduce structured event understanding into videos which help service providers quickly navigate to events of their interest. supports a comprehensive …

The Impact Of A Mindfulness Practice On The Effects Of Emotional Labor, Lauren Dainko

Theses and Dissertations

Mindfulness meditation has become a staple practice for those looking to improve the self and become connected to the present moment. With the growing number of tools available, mindfulness base practices have stretched beyond the areas of self-improvement and have entered into the workplace. Companies are leveraging the benefits that come from a mindfulness- based practice, having their leadership teams take part to help improve the lives of their employees and their businesses.

This study takes an in-depth look at how a daily mindfulness practice influences customer service professionals. Specifically narrowing in on the ways a mindfulness practice impacts the …

Digital Disruption In The Financial Services Industry: The Emergence Of Fintech, Alex Guenther

Honors Program Theses and Projects

Financial services, traditionally consisting of banking, asset management, lending, insurance, and payment systems, are facing a perfect storm brought on by technological innovation and shifting customer expectations. Such changes have exposed a gap in the financial services space between those who have access and those who do not. Traditional financial institutions have been hindered in pursuing strategies of financial inclusion to large underserved and underbanked populations. There is a major opportunity for financial technology companies to alter the competitive dynamics in an industry that has long been dominated by major banks and other large financial institutions. ‘Fintech’, as it is …

Investigating The Effect Of E-Management On Customer Service Performance, Mohammed A. Elsaadani

AAU Journal of Business and Law مجلة جامعة العين للأعمال والقانون

The present study aims to investigate the effect of e-management on customer service performance for a group of business organizations in Alexandria - Egypt. The directory of Egyptian Ministry of Trade and Industry was surveyed in order to randomly select the participating organizations. 485 businesses randomly selected representing 25% of the total population, of which only 391 organizations expressed their willingness to participate. 263 questionnaires were distributed, but only 226 were collected representing 30% of the study population. Experts comments were used to check the validity of the study instrument, and the reliability of questions was calculated as 93% using …

Mastering Customer Loyalty, Kathleen M. Hurley

Honors Theses

Customer loyalty can be described as “the result of consistently positive emotional experience, physical attribute-based satisfaction and perceived value of an experience, which includes the product or services” (Shaw & Hamilton 2015). Since 1896, loyalty programs have developed from a simple stamp redemption system to an intricate in-store and digital model. This system has become so successful because it properly engages the customer, both inside and outside the store, to build a mutually beneficial relationship between the business and the customer. Understanding customer loyalty is essential in creating a program that will provide the customer with incentives to reward their …

Quick Recap Of This Week's Biggest Customer Services News That Rocked Uk, Lissa Coffey

LissaCoffey

Customer Delight: How Do We Achieve It? Customer Service And Exceeding Expectations, Katherine Landahl

UNLV Theses, Dissertations, Professional Papers, and Capstones

Customer loyalty is one of the greatest marketing goals of any organization. Traditionally, the key to loyalty has been satisfaction. More recently, consumer delight has been linked as having a stronger connection to loyalty. This paper explores through a literature review, the connections between customer service, loyalty, satisfaction, and delight through the lens of the experience economy. Then, recommendations are provided for academics and hospitality professionals alike on how to delight customers through future research and front-line employee policies and procedures.

The Impact Of Airport Service Quality Dimension On Overall Airport Experience And Impression, Redha Widarsyah

UNLV Theses, Dissertations, Professional Papers, and Capstones

This research examines the relationship between seven airport service dimensions (Access, Services and Facilities, Dining, Shopping, Service Personnel and Security, Environment, and Immigration and Customs) and overall passenger perceptions of service quality. The study used convenience sampling collecting data from a total of 304 travelers who were passengers at four major international airports in the West Coast region of United States - Las Vegas McCarran International, Los Angeles International, San Francisco International, and Seattle-Tacoma International. The data was collected online through Qualtrics with a self-administered questionnaire and it was analyzed using multiple linear regression.

Airport access, environment, dining, and immigration …

Luxury As Culture: A Leader’S Guide To Luxury Service, Aldo Contreras Alba

UNLV Theses, Dissertations, Professional Papers, and Capstones

The luxury guest is a sophisticated world traveler, loaded with high expectations, hungry for the next must-see hot spot for business or leisure. As such, international hotel companies are on a quest to find unforgettable locations worldwide in order to provide their loyal followers an unrivaled experience, and stay one-step ahead of the competition. Orchestrated of high-end tangible comforts, beautiful structures, and elegantly appointed décor, the luxury segment may be defined by the words “Five-Star” and “Five-Diamond” – as these are the global synonyms to luxury that creates the ultimate upgrade to travel and leisure. However, the most commonly known …

Recommendations For Online Training In Hospitality Organizations, Geoffrey L. Wellen

UNLV Theses, Dissertations, Professional Papers, and Capstones

Delivering consistent customer experiences is often a key driver of customer satisfaction in the leisure and hospitality industry. However, consistency can be compromised if new and existing employees are not adequately prepared for their roles and duties. The leisure and hospitality industry hires many new staff each year due to general industry growth and employee turnover. Training and development is therefore important for the industry to meet staffing requirements and to deliver consistent customer experiences. The rapid and significant developments in online training and education since mid 1990 have increased the size and knowledge of the candidate pool available to …

Effects Of Service Level With Low Unemployment Rate In Macau, Hou Ian Chui

UNLV Theses, Dissertations, Professional Papers, and Capstones

Justification and Objectives: With this background in mind, there is an important question that has not been answered in the context of Macau’s hospitality industry: Does the workforce display what Gu and Siu (2009) called “mediocre interpersonal skills” (p. 561) because of innate shortcomings in the workforce, or because of voluntary behavior on the part of the workforce? The proposed paper will use Osterman’s (1994) theoretical framework of employment incentives and with reference to the research being conducted by Venetian Macau.

Purpose Statement: The purpose of this study is to quantitatively measure the links between the variables of employee service …

The Role Of Emotional Relational Behaviors On Interpersonal Consumer Service Loyalty, Bernadette P. Njoku

ETD Archive

This study seeks to examine factors that enhance the development of interpersonal service relationships between consumers and service employees. It focuses on interpersonal service relationships that are extended in duration, affective or emotionally charged, and intimate in distance (EAI), or those which appear to be boundary open (Price and Arnould 1999 Price et al. 1995a, 1995b). It thus emphasizes relationships that are similar to personal acquaintances and friendships, rather than ones that are non-affective, and consist of little or no emotional content, such as professional relationships and casual acquaintances (Johnson and Selnes 2004 Coulter and Ligas 2004). Based on a …

The Ceo's Marketing Manifesto, Nirmalya Kumar

Research Collection Lee Kong Chian School Of Business

CEOs are frustrated by marketing's inability to deliver results. Has the profession lost its relevance? It is argued that, while the function of marketing has lost ground, the importance of marketing as a mind-set geared toward customer focus has gained momentum. Here we challenge marketers to change their role from tactical implementers of traditional marketing functions - the tactical 4 P's - to orchestrating organization-wide, transformational initiatives aimed at profitably delivering value to customers.

Afmc Customer Satisfaction Study At The Air Logistics Centers, Kelly D. Kendall

Theses and Dissertations

The purpose of this research was to determine Air Force Material Command’s (AFMCs) external customer issues and satisfaction levels as measured and compared by Air Logistics Center. Specifically, this project sought to answer how AFMC’s Air Logistics Centers were performing based on survey criteria chosen by AFMC’s A4 Logistics division. This research was guided by a previous Graduate Research Project (GRP) effort, which sought to determine how customer relationship management (CRM) initiatives varied in the private and public sectors, and to determine an appropriate means of capturing and measuring this type of data for AFMC. The research question was answered …

Credit Union Service Organization Products And Services: Implications, Decisions, And Strategies, Michael Burnett Bare

Theses Digitization Project

This project will create strategic tools for the Credit Union and CUSO to use in order to best create a more symbiotic relationship between the two entities.

Customer-Focused Business Practice Adoption: A Comparison Of Private And Public Sector Implementations, James P. Swisher

Theses and Dissertations

This thesis evaluates a variety of documented cases of customer-focused business practice initiatives to discern common principles of implementation within the private and public sectors. The business practices Quality, Activity-Based Costing (ABC), Customer Profitability Analysis (CPA), and Customer Relationship Management (CRM) were found to be the major techniques utilized over the past three decades. Cases were collected which documented implementation of these customer-focused business practices in the private and public sectors. Using grounded theory methodology, the implementations were analyzed for emerging concepts. The concepts uncovered in this study were further analyzed through a comparison of private and public sector implementations. …

The Study Of Customer Share Marketing, Wathanee Sethapan

Theses Digitization Project

This project will describe the nature of customer share marketing, its advantages and disadvantages. The project discusses how the marketing theme is graduating customers from market share marketing to customer share marketing and the use of customer share marketing to retain and grow existing customers.

Service Delivery Network Strategy For Arrowhead Credit Union, Anne Louise Benjamin

Theses Digitization Project

Based on research into the area of financial service delivery it has become obvious that convenience and simplicity are the keys to success in the future as far as delivering financial services to consumers. This thesis discusses how this convenience and simplicity will be accomplished. It also covers the changes that need to be made and the financial impact on the institutions.

The Service Delivery Process : An Examination Of How Consumers Evaluate Technology-Assisted Service Encounters In The Retail Banking Industry, Catherine W. Munene

Theses: Doctorates and Masters

This study examined consumers' perceptions post-adoption of technology and how these perceptions affect their levels of dis/satisfaction and their continued use of technology·assisted service encounters. To this end, this study investigated the criteria that consumers in Western Australia's retail banking industry are likely to use when evaluating banking transactions involving EFTPOS, ATM, telephone, and Online banking modes. II examined whether these criteria changed with the mode of electronic banking in use and whether the significance of the criteria changed with

consumers' demographic characteristics. In addition, this study explored whether consumers who use these modes of electronic banking experience the paradoxes …

Cross-Cultural Pragmatics: Politeness For The Customer In Spoken Aspects Of Service In The Restaurant In Australian English And Japanese, Chieko Imaeda

Theses: Doctorates and Masters

In listening to members of different cultures, it is possible to feel bad, even while recognising that the speaker is trying to speak politely. Sometimes we do not feel very comfortable with someone else’s speech, even though their expressions might be very polite with the choice of specific linguistic forms to show a high level of formality such as terms of address and specific types of formulaic expression such as ' I (don 't) think ... ' or ' I (don't) believe' . The speaker may be intending to speak politely in a considerate way. But the hearer's reaction may …

A Comparison Of Perceived Social Responsibility Standards With Perceived Social Responsibility Performance In The Australian Banking Industry : A Stakeholder Analysis, William J. Phillips

Theses: Doctorates and Masters

The purpose of this study is to investigate extent to which Australian banking corporations embrace social responsibility. It endeavours to establish the meaning of social responsibility generally and corporate social responsibility (CSR) in particular. In view of the multiple definitions of the concept of ‘social responsibility’ offered by various authors Such.1 Boatright (1993), Freeman (1994), Walters (1977), and Wheeler (1998), the views of power dependent Australian bank stakeholders were solicited to form an operational definition for the study. This created a collective conception of social responsibility as it is applied to Australian banks, allowing corporate social responsibility standards to be …

Determination Of The Impact Of A Human Capital Decision Cost Model On The Economic Performance Measures Of A Technical Services Company, Jeffery A. Temple

Engineering Management & Systems Engineering Theses & Dissertations

Human Capital has a major impact on cash flow management decisions in a Technical Services company. Decisions to hire or terminate employees to meet contract requirements affect the company's economic value. The objective of this research is to develop a model that assists management in establishing a starting point in making, as efficiently as possible, those decisions that impact employees' lives. To understand that impact, the operations and economic parameters of a Technical Services company are compared with those of a manufacturing company. This analysis establishes two · essential points for Technical Services organizations; first, that the capital investment decision …

The Convenience Orientation Of Services Consumers: An Empirical Examination, Patricia Kramer Voli

Theses and Dissertations in Business Administration

The growth of the convenience industry suggests that time-scarce consumers represent an important potential target market for firms that offer time and/or effort saving attributes in their product offerings. The research contained herein addresses a gap in the marketing literature by examining a proposed series of relationships involving household expenditures for "convenient services." These proposed relationships were captured in a "Conceptual Framework of Convenient Services Consumption" which synthesized the various existing theoretical conceptualizations relating to convenience consumption and the number of factors said to influence consumers' convenience orientation. Specifically, this study sought to profile the convenience oriented services consumer by …

Measuring Customer Satisfaction: Practices Of Leading Military And Commercial Service Organizations, Daniel M. Hodgkiss, Manuel F. Casipit

Theses and Dissertations

This research effort studied the customer satisfaction programs of six quality award winning service organizations in the military and commercial sectors. The purpose of the study was to assess the applicability of a general set of guidelines on measuring customer satisfaction for service organizations. This study discusses customer satisfaction, the importance of measuring customer satisfaction, guidelines regarding customer satisfaction, and the common practices of award winning service organizations. This study found that the common practices among service organizations provide support for the establishment of a general set of guidelines for measuring customer satisfaction. Universally applicable guidelines are listed and situationally …

An Analysis Of Service Quality In Ansett Australia W.A. Division, Jodie R. Buckley

Theses : Honours

There is a lack of significant in-depth research, analysing service quality in the travel and tourism industry. This research attempts to contribute to the literature by analysing service quality using Ansett Australia (W.A. Division) as a case study. The approach uses the revised 1990 SERVQUAL instrument, originally developed by Parasuraman, Zeithaml and Berry (1986) and the conceptual model of service quality. The SERVQUAL instrument and conceptual framework form the basis of the theoretical framework and analysis. Three perspectives are considered in the analysis of service quality in Ansett Australia (W.A. Division), namely, front-line employees, management and frequent flyers. Through the …

Measuring The Quality Of Service Within Challenge Bank, George M. Gilchrist

Theses : Honours

This research project looks at how the management and counter staff of four branches of the Challenge Bank define quality of service and asks them to judge if they deliver that quality. lt also examines the climate for service in which staff operate. The project simultaneously explores the customers' idea of what constitutes quality service, and whether or not customers consider they receive it consistently. A review of the most recent literature on customer service from Australia and overseas, has provided a theoretical framework for the interpretation of the data. It was necessary to first define quality of service then …

On Line-Real Time Systems For Customer Service Operations, Robert K. Zimmer

Management Services: A Magazine of Planning, Systems, and Controls

No abstract provided.