Open Access. Powered by Scholars. Published by Universities.®
Social and Behavioral Sciences Commons™
Open Access. Powered by Scholars. Published by Universities.®
- Discipline
-
- Business (6)
- Library and Information Science (5)
- Public Affairs, Public Policy and Public Administration (4)
- Asian Studies (3)
- International and Area Studies (3)
-
- Communication (2)
- Computer Sciences (2)
- Databases and Information Systems (2)
- Entrepreneurial and Small Business Operations (2)
- Hospitality Administration and Management (2)
- Physical Sciences and Mathematics (2)
- Public Administration (2)
- Sales and Merchandising (2)
- Social Media (2)
- Cataloging and Metadata (1)
- Collection Development and Management (1)
- Disability Law (1)
- Labor and Employment Law (1)
- Law (1)
- Public Policy (1)
- Recreation Business (1)
- Sociology (1)
- Technology and Innovation (1)
- Tourism (1)
- Tourism and Travel (1)
- Transportation (1)
- Institution
- Publication Year
Articles 1 - 16 of 16
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 …
Frog Prince Weddings: Using Innovation And Technology During Covid-19, Aisling Yeomans, Ciara Croke, Ellen Foley, Maire Mohally
Frog Prince Weddings: Using Innovation And Technology During Covid-19, Aisling Yeomans, Ciara Croke, Ellen Foley, Maire Mohally
Case Studies
Student blog series from MSc in Event Management students at TU Dublin . In this blog post Aisling Yeomans, Ciara Croke, Ellen Foley and Marie Mohally interview Daniel P. Attard, senior wedding and event planner at Frog Prince. Daniel discusses the ways Frog Prince has used technology for internal communication while working remotely and externally to manage client relationships.
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 …
Accessible Customer Service Practices, Kristin Meyer, Samantha Minnis, Kiersten Quilliams
Accessible Customer Service Practices, Kristin Meyer, Samantha Minnis, Kiersten Quilliams
Library Reports and Communication
Grand Valley State University and University Libraries (UL) are committed to inclusion and diversity. Additionally, University Libraries has a shared service philosophy—Steps to Giving Great Service—to guide how we deliver customer service across the Libraries. The following practices are meant to provide employees with practical tips on how to provide accessible customer service. These practices align with our larger service philosophy and support the university’s values of inclusion and equity. Accessibility is defined by the University Libraries IDEA (Inclusion, Diversity, Equity, and Accessibility) committee as: “Ensuring our tools, devices, services, and environments are available to and usable by as many …
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.
Customer Service Training In An Academic Technical Library, Anne Marie Casey, Kathleen Citro
Customer Service Training In An Academic Technical Library, Anne Marie Casey, Kathleen Citro
Publications
Training research librarians to provide highly technical research assistance as well a exemplary customer service is the goal at the Hunt Library. The process involved with the training process is delineated and the Table of Contents headings from the training manual are included.
Internal Customer Service Assessment Of Cataloging, Acquisitions, And Library Systems [Presentation], Kate Latal, Rebecca L. Mugridge, Nancy M. Poehlmann, Wendy L. West
Internal Customer Service Assessment Of Cataloging, Acquisitions, And Library Systems [Presentation], Kate Latal, Rebecca L. Mugridge, Nancy M. Poehlmann, Wendy L. West
University Libraries Faculty Scholarship
The Technical Services and Library Systems Division of the University at Albany Libraries conducted an internal customer service survey to gauge customer satisfaction with its services. Survey results demonstrated that customer surveys are a valuable assessment tool. Technical services and library systems units should use this tool to identify whether customers are satisfied with the services provided, whether the services are still needed, whether additional services are needed, and more. This presentation provides an approach to conducting a customer service survey, an analysis of potential benefits, and a survey instrument that others could adapt to use in their own libraries.
Good Service Requests Keep Customers Happy (2012), Justin O'Hara, Steve Wyatt
Good Service Requests Keep Customers Happy (2012), Justin O'Hara, Steve Wyatt
MTAS Publications: Full Publications
Automated service request systems are proven to be cost-effective, labor-saving devices that greatly enhance management efficiency. By using the chief components outlined in this report, your city can develop an efficient automated request system.
Lessons Learned In Attempting To Survey Hard-To-Reach Ethnic Segments Along With The Presentation Of A Comprehensive Questionnaire, Research Report Wp-10-02, Richard A. Werbel
Lessons Learned In Attempting To Survey Hard-To-Reach Ethnic Segments Along With The Presentation Of A Comprehensive Questionnaire, Research Report Wp-10-02, Richard A. Werbel
Mineta Transportation Institute
A survey questionnaire was developed and administered to transit users in the Sacramento Metropolitan Area to analyze the degree to which global satisfaction with transit is impacted by ethnicity and other relevant independent variables. Although the data collected was not analyzed because the sample size was substantially smaller than required, the questionnaire used, which is included in its entirety in an appendix, has some uncommon variables and measurement approaches that can be used in a number of other survey questionnaires used in transit studies. Options involving sampling methodology and methods of administering the questionnaire that would have generated an acceptable …
What Drives The Choice Of A Third Party Logistics Provider?, Edward Anderson, Tim Coltman, Timothy Devinney, Byron Keating
What Drives The Choice Of A Third Party Logistics Provider?, Edward Anderson, Tim Coltman, Timothy Devinney, Byron Keating
Faculty of Commerce - Papers (Archive)
It is generally believed that companies choose supply chain partners on the basis of their distinctive value propositions – a fact one would also expect holds true when companies choose a logistics service provider. However, faced with the complexities of varied customer demands, it can be difficult for logistics service companies to obtain an effective understanding of how customers differentially value the service components they offer. In this paper, we address this by identifying the factors that are important in a customer’s choice of a logistics service provider. Using stated choice methods we explore the relative importance of seven service …
Reinventing Libraries For The Next Generation Of Library Users, La Loria Konata
Reinventing Libraries For The Next Generation Of Library Users, La Loria Konata
University Library Faculty Publications
The article calls for the need to reinvent libraries for the next generation of library users. It stresses the value of being able to provide customer satisfaction, building and maintaining loyalty as well as resolving customer complaints so as to compete with other libraries. It also points out the importance of branding as a marketing strategy and encourages libraries to adhere to the liaison model or subject specialist model in providing specialized service. Also suggested are steps for marketing library services.
Good Service Requests Keep Customers Happy (2009), Justin O'Hara, Steve Wyatt
Good Service Requests Keep Customers Happy (2009), Justin O'Hara, Steve Wyatt
MTAS Publications: Full Publications
Automated service request systems are proven to be cost-effective, labor-saving devices that greatly enhance management efficiency. By using the chief components outlined in this report, your city can develop an efficient automated request system.
(The Way I See It): Try On A New Pair Of Sensible Shoes: What Libraries Can Learn About Customer Service And Organizational Culture, Rebecca Tolley-Stokes
(The Way I See It): Try On A New Pair Of Sensible Shoes: What Libraries Can Learn About Customer Service And Organizational Culture, Rebecca Tolley-Stokes
ETSU Faculty Works
No abstract provided.
Institute Brief: Taking The Mystery Out Of Customer Service, Heike Boeltzig, Lora Brugnaro, Cecilia Gandolfo, Amy Gelb, Karen Zimbrich, Lara Enein-Donovan, Cindy Tsui, Joy Gould
Institute Brief: Taking The Mystery Out Of Customer Service, Heike Boeltzig, Lora Brugnaro, Cecilia Gandolfo, Amy Gelb, Karen Zimbrich, Lara Enein-Donovan, Cindy Tsui, Joy Gould
The Institute Brief Series, Institute for Community Inclusion
With the current emphasis on universal access to employment services for all members of the community, the workforce development field needs to evaluate service delivery. A "mystery shopper" program is one of many evaluation tools available to ensure continuous quality improvement and customer satisfaction. This technique allows organizations to collect data on the experiences of One-Stop Career Center customers from the customer perspective. The brief includes a sample shopper questionnaire.