Area Of Customer Service Research Articles

Contributions of artificial intelligence to the customer service area

Artificial intelligence has gained considerable recognition in recent years, standing out for its ability to transform both industries and society today. Given its importance, many companies have decided to implement this tool in the field of customer service. The objective of this study is to analyze artificial intelligence strategies focused on customer service and retention in the business sector in recent years. In this framework, research was conducted using the PRISMA methodology to explore the various contributions that artificial intelligence brings to customer service areas. A systematic review of the literature in primary sources was carried out. The choice of this methodology made it possible to examine the documented advances of artificial intelligence in the last three years. The results obtained reveal that artificial intelligence contributes significantly to improve efficiency, quality and customer satisfaction, thanks to its wide variety of functions and self-management capabilities.

ИССЛЕДОВАНИЯ ПО ПРИМЕНЕНИЮ ИСКУССТВЕННОГО ИНТЕЛЛЕКТА В СФЕРЕ БАНКОВСКИХ ПЛАТЕЖЕЙ

Currently, artificial intelligence is successfully used in online lending, credit reporting, insurance, customer service and other areas in Russia. Thanks to intelligent applications such as electronic acquiring, big data collection and artificial intelligence technologies, the artificial intelligence risk management system is becoming more and more advanced. At the same time, artificial intelligence can effectively improve the accuracy of marketing and forecasting of commercial banks’ assets based on various indicator analysis and create a high-quality risk management model in order to significantly increase the approval level of the credit business, reduce the level of bad debts and, ultimately, achieve productivity growth.

Relationships of Information Technology with performance management of transport companies

The study presents chosen relationships of Information Technology (IT) with performance management of cargo transport companies. The relevance of Information Technology adoption and utilization of wireless networks in cargo transport enterprises for enhancing customer service and logistics performance was assessed. The primary data for the study were collected from representatives of 278 cargo transport companies located in Poland, using the survey-based method. Extensive literature studies imposed the imperative 37 components of the questionnaire form, introduced conscientiously. The fundamental exploration of data was conducted through the utilization of Structural Equations Modeling, involving model fit, casualty assessment, factors of latent variables and itemized delineation of hypotheses effects. This paper provides recognition of the underexplored field of IT adoption and wireless network use pertaining to logistics and customer service performance within organizational determinants of cargo transport enterprises. The primary findings of the investigation contribute to the endorsement of the determinants for the organizational orientation of the companies within the strategic context in relation to IT involvement. Furthermore, these organizational accomplishments necessitate a comprehensive examination of the performance within areas of customer service and logistics.

The Impact of Artificial Intelligence (AI) on Customer Relationship Management: A Qualitative Study

Ever since the commercialization of the Internet in the '90s, technology has been evolving faster than ever with the advent of cloud computing, social media, ubiquitous mobile devices, the Internet of Things (IoT), blockchain, and more. A staggering number of three billion internet users, five billion mobile users, and six billion devices are now connected through this massive global network of networks, facilitating customer information exchange and interaction never before seen in history. Driven by recent technological advances in computing power, big data, high-speed internet connection, and easier access to models built with advanced algorithms, Artificial Intelligence (AI) is the next wave of innovation, which has already come into widespread awareness in the consumer world with the emergence of virtual assistants and chatbots (e.g., Amazon's Alexa, Apple's Siri, Google's Assistant), image recognition (e.g., Facebook Photos, Google ImageNet), personalized recommendations (e.g., Netflix, Amazon) and autonomous driving (e.g., Tesla, Google Waymo). This qualitative research study intends to learn about the impact of AI on customer relationship management (CRM), specifically in the area of customer service of problem resolution. Most prior research focuses on the AI technologies leveraged in CRM systems, such as machine learning, natural language processing, voice recognition, chatbots, data analytics, and cloud infrastructure. Few extant studies have used a qualitative research methodology to gather data from industry experts to truly understand the impact of AI technologies on customer relationship management, especially in the area of customer service and problem resolution. This study aims to fill this research gap. This research contributes to the literature on AI in the context of CRM and is of value to both academics and practitioners as it provides a detailed analysis and documentation of the impact of AI on the customer service domain.

Application of ChatGPT in Improving Operational Efficiency in the Context of Entrepreneurship

In the ever-evolving digital era, the use of AI has become a major focus in various fields. One example is the application of AI technology in the context of entrepreneurship. Entrepreneurship is an activity that involves developing, launching, and managing new or innovative ventures. In this study, the main objective is to explore the application of ChatGPT in improving operational efficiency in the context of entrepreneurship. The focus of this study is primarily qualitative. Methods for gathering data include paying close attention to detail while viewing and recording data, and then using analytical techniques such as data reduction, visualisation, and inference to draw conclusions. The study results show that the application of ChatGPT in improving operational efficiency in an entrepreneurial context offers a range of significant benefits. In the areas of customer service, marketing and sales, and internal management, ChatGPT can help companies improve customer satisfaction, optimise business processes, save time and resources, and increase productivity and collaboration between teams.

Smart parking as a part of Smart airport concept

A Smart airport is a central element of a connected city region with related Smart technologies, Smart infrastructure and Smart mobility. At present, airports are increasingly interested in improving and streamlining customer services, and digital technologies are being implemented in all areas of customer service. One of the important areas of customer service that airports provide to their customers is parking. A passenger's journey at the airport usually begins and ends with parking and lot of customers place comfort among their travel priorities. The paper deals with the analysis of current parking systems that are used at airports and Smart solutions that are part of Smart parking at airports. The aim of scientific paper is to analyze Smart parking as a part of Smart airport concept. A primary research in the form of questionnaire is carried out to create market research on customer experience regarding Smart parking.

Mejoramiento continuo multipropósito de CALARCÁ, S.A. E.S.P.


 En este artículo se aborda el diseño de una propuesta de mejoramiento de la calidad en el servicio al cliente en una empresa de servicios públicos, con el fin de aumentar el reconocimiento entre las entidades del sector y lograr la diferenciación debido al excelente servicio brindado al cliente.
 A partir de este estudio se concreta el hecho de que un excelente servicio prestado influye en una elevada satisfacción del cliente, se deja clara su importancia de que es un producto más en todas las empresas del sector público, como especial característica que brinda competitividad y diferenciación. Adicional a ello, se determina que en las empresas de servicios públicos la agilidad en atención a servicios de reconexión es uno de los aspectos de mayor sensibilidad en materia de satisfacción al cliente. Por ello, este tema contribuye en lo académico al discernimiento en el área de servicio al cliente; en lo empresarial, a la generación de otros nuevos conocimientos para mejorar el producto que fidelice al cliente.

Developing strategies to increase the possibility of being selected as a “regular” independent community pharmacy: an application of MUlticriteria Satisfaction Analysis

AbstractPharmacy customer satisfaction is a predictor of customers’ behaviour and thus becomes a critical issue in the highly competitive pharmacy sector. Therefore, the aim of this paper was to determine the evaluative criteria that customers use in selecting an independent community pharmacy as their regular one, as well as their contribution to customer satisfaction. Moreover, areas of customer service that can provide competitive parity or advantage to a pharmacy are identified. A survey was carried out among randomly selected customers of pharmacies located in Thessaloniki, Greece, using a structured questionnaire. A total of 223 usable questionnaires were collected. Descriptive statistics and MUlticriteria Satisfaction Analysis (MUSA) were used for data analysis. The findings highlight reputation, community contribution, and professional expertise/behaviour of the pharmacist(s) and staff, as the criteria that contribute the most to customer satisfaction and choice of a pharmacy as a regular one. Also, the study outcomes suggest that the above variables combined with a fast and error‐free service, respect and confidentiality can be used as advantages against competition. The current research findings provide directions for strategic actions that could help a pharmacy to enhance customer satisfaction and consequently build long‐term relationships with patients and stand out from the competition.

The Impact of a Time Gap on the Process of Building a Sustainable Relationship between Employee and Customer Satisfaction

The aim of this paper is to describe the relationships between changes in employee indices (motivation and satisfaction) and customer indices (satisfaction and loyalty) in a single- and multi-term perspective. The article presents the results of primary research conducted in two industries (banking services and shopping centers) during three annual reference periods. The authors used the PLS-SEM method in the analytical process. The results of the research suggest that there is a strong relationship between changes in the areas of employee and customer satisfaction in the studied sectors, with a one-year time shift, which the authors called the “time gap”. In addition, it turned out that the strength of influence of the employee’s motivation level on customers is clearly lower than the strength of influence of the employee satisfaction. The occurrence of a “time gap” between employee and customer processes suggests that any changes introduced in the area of customer service as well as broadly understood human resource management policy need some time to become sustainable—to be noticed by the market and coded in the minds of the recipients of the offer as the new and currently applicable standard. The article makes a successful attempt at a long-term analysis of the relationship between employees and customers, assuming a time delay between both phenomena. As a result of the conducted research, it was possible to operationalize the discussed relationship in terms of strength and direction as well as the time shift.

Nivel de servicio de un centro de atención telefónica: modelo de experiencia del cliente desde el benchmarking y el análisis multivariante

Objective: This paper aims to study the experience of call center service customers the academic and corporate perspectives; it proposes a management model focused on looking after the customer’s experience during a phone interaction. Methodology: The methodology of this article adopts the internal Benchmarking process as a diagnostic tool and describes the user’s perceptive of internal corporate operations and key performance indicators established in a call center’s balanced scorecard. It uses an exploratory factor analysis to reduce dimensions and a confirmatory analysis to validate the statistical model proposed. Results: The results determine the existence of gaps between the key performance indicators implemented to assess the customer’s experience and satisfaction, they show organizational opportunities characterized for the necessity of transforming production methods into simple processes, aimed to give solutions to the customers within the timeframes specified in just one phone interaction. Limitations: The constructs used are limited by the instrument and metrics implemented by the company under study for evaluating the quality of customer interaction when a customer reaches a customer service’s call center. Practical implications: This study is useful in the marketing, marketing relationships, and customer service areas, since it allows the establishment of an inflection point that proposes an integrated balanced scorecard construction the customer’s experience analysis.

STUDENT ATTITUDES TOWARD THE USE OF CHATBOTS IN CUSTOMER SERVICE

The article addresses an important and current problem related to the use of chatbots in customer service, according to students. The aim of the research was to recognize the attitude of respondents to chatbots in the context of customer service and to determine the development prospects for their use in this area. The research examined the recognizability of chatbots among respondents, the frequency of contact between respondents and chatbots, as well as the impression (feeling) of respondents using chatbots. As a research method, student survey was used. Research has shown that chatbots are still a new tool for respondents, however they have great potential in customer service, as they are user-friendly and are very useful in the area of customer service. Research has shown that the role of chatbots in this area should increase. This can have a good effect on the image of the brand / company.

Development of key performance indicators modules for small and medium-sized enterprises in production industry

For small or medium-sized companies in the production industry, it is strongly advisable to intensify the use of key indicators in analysis and daily work, as well as open and honest communication throughout all levels of the organization as key factors for success. Although many enterprises now run customer relationship management systems to promote professionalization in the areas of customer satisfaction and customer service, key indicator systems are rarely used in a meaningful and optimal way. Massive potential for optimisation can be found in the whole system, so that a scientific survey study has been carried out in a number of companies from production industry. Based on the elements revealed by this study, a development of key performance indicators modules is proposed and synthetically described in the present paper. This development includes a series of key performance indicator – modules covering process and production management, sales management, customer and acquisition, human resources and innovation management, as an advanced structuring system in the field of key performance indicators.

Risk Factors for Musculoskeletal Injuries among Airport Customer Service Employees

Musculoskeletal pain and discomfort are common among baggage handlers and airport customer service agents, yet little has been done to understand and address their frequent exposure to ergonomic risks when handling customer baggage. The objective of this study is to assess various areas of airport customer service (ACS) to identify the areas with high risk of musculoskeletal injuries. Subjective surveys and objective assessment tools were used to assess the physical workloads of 377 airport employees. Findings showed that ramp agents experienced higher workload and musculoskeletal injury risks. The overall workload for ALAs (Aircraft Loading Agents) is reported to be 4.3 to 11.1 higher than cargo, and gate and VIP club agents ( p<0.05) and Rapid Entire Body Assessment (REBA) of employees showed than the REBA scores for ALAs are 3.5 to 4.8 points higher than cargo agents, customer service agents, gate agents and VIP club employees ( p<0.001). To address these exposures, several interventions may reduce the overall risk of injuries and improve long-term productivity of aircraft loading/unloading agents and baggage handlers.

Selected tasks of customer service management in the logistics of transport companies

The article presents research results of selected tasks of management of logistic customer service in enterprises of commercial cargo motor transport enterprises, with particular emphasis on the number of logistic customer service standards and customer expectations regarding the level of this service. The survey was conducted among 147 enterprises of commercial cargo motor transport operating in the Silesian Voivodeship. Afterwards, taking into account the entirety of the conducted research procedure, based on the collected primary data, an attempt was made to examine the dependence of selected areas of logistic customer service, occurring in the surveyed cargo transport companies in the Silesian Voivodeship, on the size of these entities.

Doskonalenie wybranych obszarów obsługi klienta na przykładzie portu lotniczego

W artykule przedstawiono najważniejsze zagadnienia związane z obsługą klienta i jej wpływem na poziom satysfakcji klienta. Dokonano krótkiej charakterystyki rynku usług transportu lotniczego w Polsce i porównano najważniejsze porty lotnicze pod względem wielkości, posiadanej infrastruktury, odsługiwanych kierunków i linii lotniczych, z którymi one współpracują. Za cel pracy przyjęto dokonanie analizy wybranych obszarów obsługi klienta (pasażera) na jednym z opisanych portów lotniczych. Narzędziem badawczym był kwestionariusz ankiety skierowany do pasażerów oraz do pracowników mających kontakt z podróżnymi w trakcie korzystania z usług oferowanych przez port lotniczy. Dzięki konfrontacji odpowiedzi dwóch grup respondentów, możliwe stało się wskazanie obszarów wymagających doskonalenia w obsłudze klienta.

Assessment of customer satisfaction with logistics service in the light of the results of the research

In an era of rapidly growing competition logistic customer service is growing increasingly important and is becoming a substantial factor in the success of companies operating in the market. Therefore, it is necessary to improve the components affecting the quality of customer service. Taking appropriate action in this regard, and thus preparing and implementing an appropriate logistic customer service strategy becomes important from the point of view of both the survival and development of enterprises, and to achieve sustainable competitive advantage. The aim of this study is to identify and evaluate determinants influencing consumers′ purchasing decisions in the area of logistics customer service. In addition, the article focuses on the development of solution proposals for enterprises to enable a better match the supply to the needs and preferences of customers. It is worth noting that the effectiveness and efficiency of operations in the field of logistic customer service is highly dependent on proper identification of needs and expectations of existing and potential buyers. Therefore, there is in this respect a need for permanent monitoring of the quality of service and customer expectations.

A holistic framework to embed good company practice for customer retention

PurposeThe purpose of this paper is to detail a holistic practice based guiding framework for improving customer retention, which helps companies instil a customer service culture through encouraging them to concentrate on the three key areas of culture, continuous improvement (CI) and customer service.Design/methodology/approachThe Delphi technique, using three rounds of hour long in-depth semi-structured interviews at director level across a range of industries. This was done with nine directors, totalling over 30 hours of data requiring in excess of 200 hours to transcribe.FindingsIn order to achieve customer retention, a holistic company approach underpinned by senior management buy-in is critical, with open communication, employee empowerment, and employing “the right” personnel. The framework is viable with specific organisation input and supplementation with ongoing customer research.Research limitations/implicationsThe framework has only been tested with the companies in the study, and requires testing in practice. As such, it has not covered the ability of companies to change, but has simply developed a framework to assist in identifying the areas that need to be reviewed when considering changing to focus on the customer.Practical implicationsTo use this approach to customer retention requires companies to amalgamate culture, customer service and CI equally alongside customer focussed leadership, as an underpinning for the ethos of the business.Originality/valueThe Delphi technique in an in-depth systemised approach with directors revealed unanticipated and significant insights regarding the benefits of amalgamating and devoting equal weight to the three areas of culture, customer service and CI to improve quality in all these areas

Storytelling in organisations: supporting or subverting corporate strategy?

PurposeStorytelling is claimed to be an effective way of communicating corporate strategy within organisations. However, previous studies have tended to focus holistically on storytelling in organisations rather than investigating how different groups may use and be influenced by stories. The purpose of this paper is to address these gaps in the literature by investigating how storytelling in internal communication can either support or subvert corporate strategy.Design/methodology/approachA qualitative study was conducted into storytelling in two large companies in the UK energy industry. Data were collected through 70 semi-structured interviews, documentary research, and observation research. Impression management theory was used to analyse how stories supported or subverted corporate strategy.FindingsStorytelling by employees in the corporate and customer service areas of the organisations showed the greatest support for corporate strategy. There was more subversive storytelling in the operational areas, particularly by lower level employees. Stories subverted corporate strategy by recounting incidents and encouraging behaviour that contradicted the organisation’s vision/goals and values.Originality/valueThe study shows the important contribution of employees to the collective sensemaking process in organisations, by narrating supportive or subversive stories. Engaging employees in storytelling can enhance support for corporate strategy, however, managers should also see subversive stories as an opportunity to identify and address problems in the organisation.

Microbiological quality and handling practices of ice served in selected downtown Toronto food premises

Consumable ice presents a potential hazard due to microbiological contamination. To investigate the microbiological quality and handling practices of ice served in selected food premises in downtown Toronto, Ontario, 64 ice samples were collected from 40 food establishments. The ice samples were tested for the presence/absence of total coliforms and Escherichia coli. Five samples (7.8%) tested positive for total coliforms, all of which were sampled from the customer service areas. None of the ice samples tested positive for E. coli. A visual inspection was carried out to determine general ice handling practices in the food premises sampled. Of the 40 premises sampled, 14 (35%) had dirty ice holding/storage equipment, 13 (32.5%) had inappropriately stored scoops, and 6 (15%) had visible biofilm on the ice machines. In 15 (37.5%) premises, the ice was uncovered when not in use and 4 (10%) premises had food safety violations relating to the inability to protect food from contamination. The presence of total coliforms and the lack of proper ice handling practices among several food premises suggest that consumable ice served in downtown Toronto food premises may present a potential hazard.

Reflections on the theme issue outcomes

Purpose The paper aims to profile the theme issue of Worldwide Hospitality and Tourism Themes titled “How is the need for innovation being addressed by the Indian hospitality industry?” with reference to the experiences of the theme editor, contributors from the industry and academia and the theme issue outcomes. Design/methodology/approach The paper uses structured questions to enable the theme editor to reflect on the rationale for their theme issue question, the starting-point, the selection of the writing team and material and the editorial process. Findings It highlights recent innovations that have taken place in the Indian hospitality industry especially in the areas of customer service, cost competitiveness, culinary management, revenue management and technology. Practical implications As hotel sector investment in India intensifies, this theme issue will be of interest to hoteliers, policy makers, analysts and others interested in the role that innovation can play in helping to facilitate differentiation between competing hotel products and services. Originality/value There is limited literature available on industry innovations in the Indian context. All the papers in this theme issue were written after several cycles of interaction between academics and practitioners and so they incorporate real–time, relevant and contemporary data.