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Social and Behavioral Sciences Commons™
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Full-Text Articles in Social and Behavioral Sciences
Does Active Service Intervention Drive More Complaints On Social Media? The Roles Of Service Quality And Awareness, Shujing Sun, Yang Gao, Huaxia Rui
Does Active Service Intervention Drive More Complaints On Social Media? The Roles Of Service Quality And Awareness, Shujing Sun, Yang Gao, Huaxia Rui
Research Collection School Of Computing and Information Systems
Despite many advantages of social media as a customer service channel, there is a concern that active service intervention encourages excessive service complaints. Our paper casts doubt on this misconception by examining the dynamics between social media customer complaints and brand service interventions. We find service interventions indeed cause more complaints, yet this increase is driven by service awareness rather than chronic complaining. Due to the publicity and connectivity of social media, customers learn about the new service channel by observing customer service delivery to others – a mechanism that is unique to social media customer service and does not …
Chronic Customers Or Increased Awareness? The Dynamics Of Social Media Customer Service, Shujing Sun, Yang Gao, Huaxia Rui
Chronic Customers Or Increased Awareness? The Dynamics Of Social Media Customer Service, Shujing Sun, Yang Gao, Huaxia Rui
Research Collection School Of Computing and Information Systems
Despite that social media has become a promising alternative to traditional call centers, managers hesitate to fully harness its power because they worry that active service intervention may encourage excessive use of the channel by disgruntled customers. This paper sheds light on such a concern by examining the dynamics between brand-level customer complaints and service interventions on social media. Using details of customer-brand interactions of 40 airlines on Twitter, we find that more service interventions indeed cause more customer complaints, accounting for the online customer population and service quality. However, the increased complaints are primarily driven by the awareness enhancement …
Creating A Customer-Centred Brand, Amira Geneid
Creating A Customer-Centred Brand, Amira Geneid
Research Collection Institute of Service Excellence
Amira Geneid of Zahara discusses how the brand listens to their community to deliver beyond expectations. Zahara is a halal cosmetics line based in Singapore
Foreword [June 2018, Issue 2], Neeta Lachmandas
Foreword [June 2018, Issue 2], Neeta Lachmandas
Research Collection Institute of Service Excellence
In this issue, we speak to 10 small business owners representing a myriad of sectors about their experience and insight into growing their business in Singapore and the region, as well as their approach to customer satisfaction and service excellence.
Elemental Connections, Silas Lee
Elemental Connections, Silas Lee
Research Collection Institute of Service Excellence
Silas Lee, Founder of COO Boutique Hostel, weighs in on the role of technology in customer service and how face-to-face relationships trump all.