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Customer Interaction 2.0: Adopting Social Media as Customer Service Channel  [cached]
Michaela Geierhos
Journal of Advances in Information Technology , 2011, DOI: 10.4304/jait.2.4.222-233
Abstract: Since customers first share their problems with a social networking community before directly addressing a company, social networking sites such as Facebook, Twitter, MySpace or Foursquare will be the interface between customer and company. For this reason, it is assumed that social networks will evolve into a common communication channel – not only between individuals but also between customers and companies. However, social networking has not yet been integrated into customer interaction management (CIM) tools. In general, a CIM application is used by the agents in a contact centre while communicating with the customers. Such systems handle communication across multiple different channels, such as e-mail, telephone, Instant Messaging, letter etc. What we do now is to integrate social networking into CIM applications by adding another communication channel. This allows the company to follow general trends in customer opinions on the Internet, but also record two-sided communication for customer service management and the company’s response will be delivered through the customer’s preferred social networking site.
Customer Service Impacts on Bank Policy in Bangkok, Thailand  [cached]
Paul James
Asian Journal of Finance & Accounting , 2012, DOI: 10.5296/ajfa.v4i1.1143
Abstract: Becoming more customer focused in the banking industry of Thailand and measuring service quality levels is beginning to be understood to be a very useful tool to help manage the relationship between the business and its main stakeholder. This paper interogates a broader, deeper and more involved understanding of the issues generated within the Thai service-banking context; and to consider more implicitly the issues and questions raised, this empirical groundwork utilised an interpretive approach to understand the perceptions of bank customers. The population for this research were new customers of 6 months or less and had recent and on-going experiences of local bank practices, reflecting the criteria of theoretical purpose, relevance and appropriateness. A random sampling process targeted to a closed list of new customers (385) who spoke adequate levels of English was applied – all respondents were Thai resulting in a total of 18 customers determined as the resultant sample frame. Overall results, included 5 Key-themes (Staff Related; Service Process; Technology/Media; Product Related; and Customer Related) and 25 sub-themes distributed across three areas (Service Design Elements; Service Delivery Elements; and Post-Service Management). The limitations of such a small study should be noted. These results may be considered adequate for exploratory analysis only and a larger, more involved study is needed to validate the present study.
Interaction of Employee Loyalty and Customer Loyalty in the Service Industry
Manijeh Gharacheh,Monireh Dabooeian
New Marketing Research Journal , 2011,
Abstract: The subject of customer loyalty is a focal concern of marketers who seek to identify its antecedents and casual structure with the aim of better understanding of its relationship with employee loyalty, particularly in the service sector. In the service industry the role of staff in creating value is significant, therefore it is argued that maintaining customer loyalty is almost impossible without having loyal employees, since loyal employees offer higher quality services and make major contribution to customer satisfaction and loyalty. The purpose of this study is to evaluate the relationship between employee loyalty and customer loyalty in the service industry. Data has been collected using a sample of 303 employees and 356 customers of Shahrvand and Refah chain stores, respectively. The four hypotheses have been tested by Structural Equation Modeling and Pearson Correlation analysis. Findings imply that employee loyalty and customer loyalty are strongly interdependent. Also, there is a positive and significant relationship among employee loyalty and service quality, service quality and customer satisfaction and customer satisfaction and customer loyalty.
The Influence of Customer’s Verbal Abuse on Turnover Intention and Job Burnout of Sales Service Staff—The Moderating Effect of Organizational Atmosphere and Psychological Capital  [PDF]
Zhun Gong, Yuqian Sun, Zihua Zhang
Psychology (PSYCH) , 2018, DOI: 10.4236/psych.2018.910135
Abstract: This study with subjects of 345 sales service personnel, examines the organization atmosphere and psychological capital in the customer’s verbal abuse and sales staff turnover intention and job burnout of the influence of the adjustment. It was found that: 1) verbal violation of the customer had a significant positive correlation with the tendency to resign and job burnout; 2) psychological capital has a negative moderating effect on the relationship between verbal abuse and turnover intention of sales staff; 3) organization atmosphere has negative moderating effect on the relationship between customer’s verbal violation and sales staff’s turnover intention and job burnout.
Evaluating the Impacts of Customer Experience on Purchase Intention  [cached]
Amir Nasermoadeli,Kwek Choon Ling,Farshad Maghnati
International Journal of Business and Management , 2013, DOI: 10.5539/ijbm.v8n6p128
Abstract: With the emerging of experience economy, more and more scholars start to put more effort in exploring the knowledge of experiential marketing. As one of the core concepts in the experiential marketing, customer experience has been used as a base to predict the customer purchase intention. The purpose of this research paper is to discover the relationships between customer experience (including sensory experience, emotional experience and social experience) and purchase intention. A total of 330 respondents being investigated in this research. The results from the study concluded that only the emotional experience and social experience have significant positive impacts on the purchase intention; the sensory experience positively influences the emotional experience; the emotional experience is positively related to the social experience; the sensory experience has positive impact on the social experience; there is a positive relationship between the sensory experience and purchase intention, mediated by emotional experience; there is a positive relationship between the emotional experience and purchase intention, mediated by social experience; and lastly there is a positive relationship between the sensory experience and purchase intention, mediated by social experience.
Gholamreza Jandaghi,Razieh Nafari Mehranjani,Mahdi Nik Seresht,Ali Mokhles
Australian Journal of Business and Management Research , 2011,
Abstract: Despite of remarkable interests in the nature and role of marketing application from servicing perspective, there are limited researches on service branding. By describing four major aspects of service branding, present study studies these aspects and their impacts on service conceived quality and finally it investigates the impact of service conceived quality on customer loyalty. Represented model includes the impact of brand traditional image along with other three impacts, that is, company image, employees’ confidence and company’s confidence. By using a 104-subject sample of Asia Insurance Company’s customers, the analyses show that brand image and company’s image have direct and positive impact on service conceived quality while a significant relationship is not seen between company’ confidence and employees’ confidence with service quality. Finally, the aspects of service brand impacts indirectly on customers’ loyalty via impacting on service conceived quality.
Effects of Service-Provider Interaction Style on Customer Loyalty:The Mediating Roles of Relational Benefits

LIU Wenhua
,ZHANG Mingli,GUO Lingyun

- , 2015,
Abstract: 摘要 在竞争性环境中,服务人员的有效互动尤其重要。基于此,应用关系营销理论,构建服务人员不同互动风格对顾客忠诚的影响模型,探索不同关系利益在其中的中介作用。以北京某品牌汽车4S店为背景展开调查,运用结构方程模型进行实证研究。研究结果表明,服务人员互动导向型风格既对顾客忠诚产生直接的影响,还通过顾客感知的信任利益和社会利益对其产生间接影响;任务导向型和自我导向型互动风格仅通过顾客感知的信任利益对顾客忠诚产生间接影响。
In highly competitive marketplace, the effective interaction between service provider and customers is of great importance. Based on the relationship marketing theory, this study develops a model of service-provider interaction style affecting customer loyalty, to explore the mediating role of relational benefits. A questionnaire survey was carried out in a 4S shop of a major automobile manufacturer located in Beijing. And the structural equation model is employed. Empirical results confirm that the interaction orientation of service-provider not only has a direct, positive effect on customer loyalty, but also exerts an indirect effect on customer loyalty through customer perceived confidence benefits and social benefits. However, the task orientation and self orientation of service provider only exerts an indirect effect through customer perceived confidence benefits
Customer Orientation of Service Employees: A Case Study of Iranian Islamic Banking (Based on COSE Model)  [cached]
Kambiz Heidarzadeh Hanzaee,Majid Mirvaisi
International Journal of Marketing Studies , 2011, DOI: 10.5539/ijms.v3n4p130
Abstract: With the performance of service personnel often constituting a major element of a service per se, the customer orientation of service employees (COSE) is often regarded as a main determinant of service firm's success. The purpose of this study is Understands how customer orientation (CO) of service employees (SE) affects customer satisfaction (CS), customer commitment (CC), customer retention (CR) and increasing service quality (SQ) in Iranian Islamic banking sector. This is based on 300 responses collected from customers using Iranian Islamic bank service in three provinces (Khorasan-e Razavi, Khorasan-e Shomali & Khorasan-e Jonobi), in private and governmental sectors. The results show that customer orientation of service employees (COSE) has no impact in customer retention in Iranian Islamic banking. Therefore, other hypotheses accepted. There are important variables in the service sectors that affect customer quality perception. This paper draws on the conceptualization suggested by Henning-Thurau and Thurau and tests model of COSE dimensions (Technical and Social Skills, Motivation and Decision Making Authority) and customer–sided consequence in Islamic banking in Iran.
Study on the Strategy of Customer Participation in Service Innovation in Virtual Community  [PDF]
Shi Zeng
American Journal of Industrial and Business Management (AJIBM) , 2018, DOI: 10.4236/ajibm.2018.86099
Abstract: With the rapid development of information technology, the relationship between people has expanded upon the real world to the virtual Internet world. A new social form of virtual community has been formed. Through virtual community, customers can communicate with enterprises to realize convenient information. Enterprises can also obtain more accurate customer needs from virtual communities, grasp the trend of market development, and improve their service innovation ability [1]. However, in reality, the degree of customer participation in service innovation in virtual communities is not ideal enough. Therefore, it is necessary to study the strategy of customer participation in service innovation under the virtual community environment. On the basis of review of literature review, this paper expounds the connotation of customer participation in service innovation, then analyzes the characteristics of interpersonal interaction in virtual communities and the main factors that affected the process of customer participation in the process of innovation in virtual communities, and puts forward the strategy of customer participation in service innovation in virtual communities.
Reverse logistics for recycling: The customer service  [cached]
Oom do Valle, P.,Menezes, J.,Reis, E.,Rebelo, E.
International Journal of Business Science and Applied Management , 2009,
Abstract: Customer service is a central concern in the logistics practice and a study topic in the forward logistics research. This article investigates the elements of customer service and their importance in reverse logistics for recycling. Since consumer is the first intervenient in any reverse system that aims to recycle household residues, the provision of an adequate customer service gains an increased importance. Applying multivariate statistical methods (exploratory factor analysis, confirmatory factor analysis and discriminant analysis) to the data from a sample of 267 Portuguese citizens, this study identifies the levels of customer service in this reverse logistics chain and evaluates their relative importance in achieving consumers’ participation. The study finds that, as in forward logistics, the customer service in reverse channels for recycling also has a hard and a soft level, being the former more important than the later. The results of this research suggest important guidelines to improve such a complex logistics service.
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