Social and Behavioral Sciences Commons^™

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 …

Do I Desire Chatbots To Be Like Humans? Exploring Factors For Adoption Of Chatbots For Financial Services, Moses Sugumar, Shalini Chandra

Journal of International Technology and Information Management

AI-powered chatbots are gaining traction across various industries, especially in the financial sector. Despite these implementations, chatbot adoption and usage among consumers is still low. Grounding on the unified theory of acceptance and use of technology 2 (UTAUT2) model and the Belief Desire Intentions (BDI) model, this study explores factors influencing the adoption of chatbots for financial sectors by emphasizing on the role of user desires in addition to human beliefs. Explicitly, the research hypothesizes the role of the humanness in chatbots influencing consumer adoption in the financial services sector. The suggested research model was tested via a sample of …

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

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 …

Effectiveness Of The Smart Government In Abu Dhabi Municipality: A Study Of The Customers’ Opinion, Hajar Saeed Alafreet Alkuwaiti

Theses

Smart government has become a new way of delivering services to the public that not only is efficient and quicker, but is also useful and convenient for the customers availing those services. By adopting advanced technologies government nowadays are transforming public services and offering enhanced experience to the customers. However, since these services are based on new technologies, people are often apprehensive of using them because of privacy security and other concerns and that creates challenges for smart government implementation. The current research that aims to understand if Abu Dhabi Municipality’s smart government initiatives are meeting customer service expectations and …

Customer Service Challenges In Omni-Channel Retailing—An Exploratory Study Of Vague Language In Retailer Customer Service Policies, Terence L. Holmes, Edward C. Brewer

Atlantic Marketing Journal

Retailers are interacting with customers via an ever-increasing number of touchpoints. The addition of social media and mobile devices to the traditional physical and virtual retail platforms has created an evolving consumer practice of using several such "touchpoints" in the course of a single purchase (the "omni-channel”). The difficulty of providing high levels of customer service has increased with the necessity of managing multiple channels under the retailer’s control and coordinating formally or informally with touchpoints not directly within the retailer’s own operations. Multiple sources of potentially conflicting information (e.g., order fulfillment) can lead to miscommunication, and thus poor service …

Using Input From Landlords Participating In The Dothan Housing Authority's Housing Choice Voucher Program (Hcvp) To Streamline Operations And Increase Retention, Michael C. Threatt

West Chester University Doctoral Projects

The Housing Choice Voucher Program (HCVP) is a public-private partnership between a landlord, voucher holder, and a Public Housing Authority (PHA). However, this public-private partnership appears to be a two-sided partnership instead of a three-way partnership as the HCVP was designed. Over 110,000 landlords have withdrawn from the HCVP since 2009, which has negatively affected housing choices for voucher holders. This phenomenon of landlords leaving the HCVP is a catastrophe problem for the rental housing crisis that is a part of the larger affordable housing crisis. The perception of institutional bureaucracy for landlords is their reality, and the unintended consequence …

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 …

Analisis Kualitas Pelayanan Customer Service Pada Rumah Sakit Di Provinsi Dki Jakarta, Badra Al Aufa

Jurnal Administrasi Bisnis Terapan

Improving the quality of hospital services could be increase profit, market share and cost savings. Staff in front desk plays an important role in affect satisfaction patients, possibility for someone to recommend service and grades create a for patients. This study attempts to analyze the quality of customer service unit at hospital in Jakarta, Indonesia. This research used observation method. Data collection technique was using ghost shopping method. Research has been conducted on 19 hospitals in Jakarta. The selection of hospital was using purposive sampling method. Check list has been used for data collection. Observation has been conducted to see …

Floral Consumer Experience Study, Wenonah Marie Marlin

MSU Graduate Theses

The main objectives of this research is to identify the retailer controlled variable that are significant to increase floral purchases. Surveys were sent to MSU alumni and dispersed through social media. Respondents answered questions regarding floral purchasing patterns, floral product selection and quality, consumer attitude and socio-demographics. Responses were separated and compared by generation. Results show that Baby Boomers and older are more likely to purchase flowers more often, floral purchases are seasonal and flower type and a stylish shop are important to consumers.

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

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.

Implementing Agile Lean In Telecom Industry, Swapnil Narvekar

Dissertations and Theses

With the introduction of new technologies, there has been a huge competition in the Telecom industry to maintain the customer base and stay at the top of the competition. In order to retain the customer base, the telecom companies are required to provide a high quality of service to its customers. Agile Lean practices have been implemented in the manufacturing industries for decades and are well known for eliminating waste, reducing the delivery time of the products and services and at the same time enhance the quality of services provided to its customers. This research paper aims to study the …

Evaluation Of The Relationally Based “Calm-Driven” Service Training For The Automotive Industry, Based On The New World Kirkpatrick Model, Katia Tikhonravova

Department of Family Therapy Dissertations and Applied Clinical Projects

This study evaluated the effectiveness of the relationally based “Calm-Driven” Service (CDS) training program from the New World Kirkpatrick model perspective. The CDS training program is designed to help automotive professionals in sales and service to relate to their customers by (a) thinking in a different way about human relationships, and (b) realizing their own role in relationships and behavior. The CDS training program is based on the relational systems theory concepts of relational triangles, chronic anxiety, and differentiation of self from the Bowen Family Systems Theory.

The results suggest that the participants had a positive reaction to the training …

Ensuring Quality Consumer Service Encounters, Katina Robertson

Walden Dissertations and Doctoral Studies

Counterproductive employee behaviors are inevitable, unpredictable, and widespread in the U.S. retail industry. The purpose of this multiple case study was to explore U.S. midlevel retail leadership strategies used to prevent and correct employee behaviors that sabotage quality service encounters. Gilbert's behavior engineering model, which links employee behaviors to performance, was the framework used in this study. The data-collection process comprised 7 semistructured interviews with midlevel retail leaders, online company documentation, and researcher observations and assisted in achieving methodological triangulation. Member checking ensured the accuracy of participant responses, while Moustakas' modified van Kaam method was used to guide the data …

Strategies Retailers Use To Build Brand Loyalty And Improve Customer Experience, Mekus Samuel

Walden Dissertations and Doctoral Studies

The use of strategy to build brand loyalty and improve customer experience by retail managers is essential in driving sales revenue and increasing profitability. Retail managers should perceive customer experience strategy as a tool for product differentiation, which could be leveraged to attain benefits, such as, repeat business, positive word of mouth, increased sales, and the competitive advantage. Some retail managers may not fully comprehend customer experience strategy, and may solely focus on individual facets such as, customer service and employee training. This qualitative multiple case study explored the strategies retail managers used to build brand loyalty and improve customer …

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.

Analysis Of How Newly-Hired Nurses Are Educated To Provide Customer Service, Patricia Mcafee

Walden Dissertations and Doctoral Studies

As part of healthcare reform through the Affordable Care Act of 2010,

hospitals across the United States are being held accountable for

providing a positive patient experience and will lose up to 2% of

their reimbursement by 2017 if they fail to reach targeted scores.

The purpose of this quality improvement project was to review the

process used by a Georgia hospital to educate newly-hired nurses

about customer service expectations and to provide recommendations

for process improvement. Theoretical foundations supporting

customer service included the caring philosophy of Mayeroff; the

caring theories of Watson, Leininger, Boykin, and Nyberg; and

Roy's adaptation …

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.

Uk Communications Provider Consumer Switching Experience Report 2015, Lissa Coffey

LissaCoffey

Costs And Benefits Of Employee Interaction With The Public: Extending The Knowledge On The Typology, Consequences, Processes, And Contingencies, Angsuthon Srisuthisa-Ard

Dissertations - ALL

Two areas of research approach employee interactions with the public in different ways; research on emotional labor and burnout describes it as solely harmful, while research on job design considers its merits. I propose that each area of the literature adopts a narrow perspective that creates these different views. This dissertation constructs and validates a framework based on valence (negative and positive) and content (affect-based and task-based) dimensions that identify four types of employee experiences with the public: mistreatment, gratitude, problematic demands, and cooperation. Then, I use these measures to predict employee well-being (i.e., emotional exhaustion and job satisfaction) and …

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.

Customer Service Vs. Patient Care, Kathy Torpie

Patient Experience Journal

In a competitive market where financial resources are limited, many of the popular approaches to improving the patient experience involve large capital investments in such things as hotel style amenities and expensive technology. The author argues that marketing based on a model of the patient as a traditional ‘customer’ is ill conceived and contributes unnecessarily to the high cost of healthcare while lacking a true understanding of, or an appropriate response to, the most basic needs of hospitalized patients that lead to patient satisfaction.

Experience Framework

This article is associated with the Patient, Family & Community Engagement lens of The …

Customer Assistance And Satisfaction - Customer Support Service, Lissa Coffey

LissaCoffey

Outcomes Of Self-Directed Work Groups In Telecommunications Services, Rosemary Batt

Rosemary Batt

[Excerpt] The purpose of my presentation is to consider whether the use of self-directed teams enhances competitiveness in services. In the context of heightened competition brought about by deregulation and the internationalization of service markets, do "team-based" work systems produce higher quality service and customer satisfaction? Do workers benefit as well? Should unions as well as management support this innovation? If so, under what conditions and why? This presentation complements that of the other panelists in this session in important ways. First, while Verma provides an overview of the array of workplace innovations being introduced in telecommunications firms (from joint …

Lending Ipads 101: Steps To Loan From Your Library, Julie A. Decesare, Hailie Posey, Christopher Bellotti

Julie A DeCesare

The Phillips Memorial Library staff demonstrates, step-by-step, how to develop an iPad lending program at your library.

The central goal of our iPad lending program is to provide access to iPads as teaching, learning and research tools for the Providence College community. The iPad lending program is intended to teach and facilitate for our patrons the effective use of iPads and iOS mobile technologies and their applications and to foster a greater understanding of how these and similar mobile technologies can enhance teaching, learning, and research.

In our presentation, we will cover the initial roll out of the iPad lending …

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.

What Drives The Choice Of A Third Party Logistics Provider?, Edward Anderson, Tim Coltman, Timothy Devinney, Byron Keating

Dr Byron W. Keating

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 …

Coping With Customer Sexual Harassment: Examining Retaliation As A Coping Strategy And Testing A Contextual Model, Valerie J. Morganson

Psychology Theses & Dissertations

Research has established that customer sexual harassment (CSH) is a widespread and harmful workplace phenomenon. This dissertation consists of two studies on the topic. The first sought to operationalize a measure of coping with customer sexual harassment. In addition to three traditional factors of sexual harassment coping (i.e., external, internal, and social), Study 1 predicted that worker retaliation toward the customer would constitute an additional form of coping with CSH. The measure of coping was tested using a sample of 200 women customer service workers. Data were analyzed using factor analysis. As expected, retaliation was supported as a coping strategy, …

Service Employees Give As They Get: Internal Service As A Moderator Of The Service Climate-Service Outcomes Link, L. A. Witt

L. A. Witt

No abstract provided.