Social and Behavioral Sciences Commons^™

Revamp Your Customer Service: Using Data To Improve Customer Service Practices, Christopher M. Jimenez, Diana Reyes

Works of the FIU Libraries

The FIU Librarians will reveal the statistics from a pilot program to formalize their Incident Management and Problem Management processes using the LibAnswers ticketing system on Springshare's LibGuides CMS. The ticketing system allowed the librarians to track the effectiveness of their troubleshooting steps, measure turnaround time for resolution, and manage their transition to new products and services. The pilot program enhanced interdepartmental communication, improved customer service outcomes, increased transparency, and identified trends and potential problems before they became widespread issues.

A Lebanese Health Care Organization’S Strategies To Secure Sustainable Funding, Dania Mahmoud Al Assadi

Walden Dissertations and Doctoral Studies

Fundraising and donations are the main sources of revenue for behavioral health care nonprofit organizations (NPOs) worldwide. Economic, political, social, or health crises impact fundraising and donation sources for behavioral health care NPOs. This qualitative case study addressed strategies that senior leaders of a Lebanese behavioral health care NPO could use in times of crisis. The study also addressed the behavioral health leaders’ experience managing a funding crisis. The Baldrige conceptual framework was used to assess the organization’s effectiveness in seven key areas. Interviews with the senior leaders and analysis of the organization’s archival data were used to inform the …

Business Practice Of Social Media - Platform And Customer Service Adoption, Shujing Sun, Yang Gao, Huaxia Rui

Research Collection School Of Computing and Information Systems

This paper examines the key drivers in business adoptions of the platform and customer service within the context of social media. We carry out the empirical analyses using the decision trajectories of the international airline industry on Twitter. We find that a firm's decision-making is subject to both peer influence and consumer pressure. Regarding peer influence, we find that the odds of both adoptions increase when the extent of peers' adoption increases. We also identify the distinctive role of consumers. Specifically, before the platform adoption, firms learn about potential consequences from consumer reactions to peers' adoptions. Upon the platform adoption, …

Analisis Faktor-Faktor Pada Pelayanan Tempat Usaha Ritel Indomaret Di Kelurahan Kukusan Depok, Mohammad Ridha, Winda Rohmatul Mardiananingrum

Jurnal Administrasi Bisnis Terapan (JABT)

Retail industry in Indonesia in recent years experiencing sluggishness due to the rapid growth of online business. Already seen some department stores like Matahari and Lotus has closed its outlets. While this is detected a significant decrease is the fashion retail garment business, and began to affect other sectors such as electronics and furniture. The onslaught of entrepreneurs can also threaten the conventional retail industry in food and household needs such as hypermarkets, supermarkets and convenience stores. The online entrepreneurs have started selling food through social media such as instagram and facebook. The strength of conventional retail business is the …

2019 Accessibility Roundtable Customer Service Planning, Annie Bélanger

Presentations

Accessibility permeates all aspects of our public-facing work. Being accessible is in every aspect of workflow development and application for user services and support. Many more than the manager are involved in the development and application of our guidelines, practices and procedures. It is everyone’s responsibility.

The session covered:

• What is accessibility?
• Accessible Customer Service
  • Leading Practices
  • Practical approaches to delivery
  • Planning with Accessibility in Mind
  • Resources to learn more about accessibility in libraries

The session is premised on goal of accessibility, or moving beyond compliance. As such, accessible means that a person with a disability is afforded the opportunity …

Playing Nice On The Playground: Multi-Type Library Cooperation For Professional Development, Jasmine R. Cieszynski, Tracy Conner, Joe Filapek, Lynne Noffke

Faculty Scholarship – Library Science

In November 2014, the Kankakee Area Library Association (KALA), a small, multi-type library organization, hosted a well-known motivational speaker. The event drew from around the state and was primarily funded through support from Reaching Across Illinois Library System (RAILS). Learn how volunteers from school, public and academic libraries leverage local expertise for ongoing professional development and programming, such as One Book, One Community, as well as how we hosted a larger event. The consulting and continuing education manager for RAILS joins the panel to talk about how multi-type networking groups and regional library systems can collaborate to deliver continuing education …

Employee Perception Of The Value Of Customer Focus Training In Public Transportation, Michael L. Dawkins

Walden Dissertations and Doctoral Studies

The number of service-oriented jobs has increased locally and nationally, and organizations are spending millions of dollars to train front-line employees to maintain customer satisfaction and compete in the service industry. Despite the financial investments of these training programs, little research has investigated the holistic effectiveness of customer-focused training (CFT) programs. Researchers found positive relationships between the constructs under investigation and reported that when CFT programs are delivered on a consistent basis with leadership support, they help build a service-oriented culture. The purpose of this case study was to investigate employee perceptions of CFT and relationships between performance, engagement, and …

Fostering Faculty Participation And Collaboration, Rory Patterson, Angela Rice, Tim Siegel, Rusty Tryon

Faculty Publications and Presentations

No abstract provided.

Fostering Change In Organizational Culture Using A Critical Ethnographic Approach, Rosemary A. Brander, Margo Patterson, Yolande E. Chan

The Qualitative Report

Healthcare organizations are striving to meet legislated and public expectations to include patients as equal partners in their care, and research is needed to guide successful implementation and outcomes. The current research examined the meaning of customer service as related to the culture of care relationships within a Canadian hospital in southeastern Ontario. The goals were to better understand these expectations, develop shared meanings and influence cultural change from the perspective of the organization’s employees about their interactions with patients, families and work colleagues, and to generate ideas and groundswell for change. An ethnographic approach within the critical research paradigm …

Pinkberry Business Plan, Adriana Briones, Helena Langalis, Candy Matos, Diane Medeiros, Richard Wilson

Academic Symposium of Undergraduate Scholarship

The following business plan details a franchising plan of a frozen yogurt shop to be constructed, developed, and operated in a very popular shopping mall in Rhode Island. The shop will be a franchise of Pinkberry brand. Pinkberry is an upscale frozen dessert brand that serves as an alternative to ice cream. Pinkberry anticipates continued success due to its location, high quality product, and strong brand name.

Best Practices For Customer Service In The 21st Century Library, Dennis J. Smith

Dennis J Smith

Presentation

Librarian Impressions, Amy E. Vecchione, Sara Seely

Amy E. Vecchione

No abstract provided.

Reinventing Libraries For Next Generation Of Library Users, La Loria Konata

La Loria Konata

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.

Reinventing Libraries For Next Generation Of Library Users, La Loria Konata

La Loria Konata

Libraries have reinvented themselves to remain relevant in the 21st Century. During the early 1990s voters pushed towards “reinventing government.” Like governments in the 1990s, libraries are operating in a new environment and community that forces them to advocate their own relevancy against competitors and attract millennials as the next generation of library users. This paper examines how libraries are “reinventing” themselves and discusses key business management principles libraries must adopt to compete in a more diverse and abundant information environment.

The Effectiveness Of A Family Service Center As Evaluated By The Clients Served, Sue T. Burnett

Graduate Theses

The purpose of this study was to determine the effectiveness of a small family counseling center as evaluated by the clients themselves. A questionnaire, designed and used by the National Family Service Association of America in 1970, was utilized as the measure for evaluation. A total of 46 clients comprised the sample group representing 25% of the population receiving questionnaires. Descriptive case data were collected and analyzed on the total population and compared to the sample. Results showed a marked deficiency in the number of minority and low-income groups both in requesting services and responding to the questionnaire. Agency services …