Comprehensive Customer Service Research Articles

MARKETING APPROACH TO MANAGEMENT OF TOURIST PRODUCT FORMATION

Modern business conditions require market entities operating in the tourism industry to constantly monitor external and internal factors that have a direct impact on their activities. The authors of the article claim that the development of the market, and at the same time, the development of consumers, by increasing their requirements for a tourist product, requires enterprises to improve the efficiency of their activities by applying innovative, complex approaches to managing the process of forming a tourist product. The analysis of modern literary sources carried out by the authors of the article showed the insufficiency of substantiated methodical tools for the comprehensive implementation of marketing elements when managing the process of forming a tourist product of a marketing approach. Thus, the main task of the research is to provide business entities that manage the process of forming a tourist product in conditions of uncertainty with a scientifically based, improved analytical and comprehensive tool for confronting modern socio-political and economic challenges. Within the scope of the study, the authors clarified the definition of managing the process of formation of a tourist product in the marketing approach and it is proposed to understand it as the planning of comprehensive customer service, the organization of its promotion on the market of tourist products at a specified price, through optimal sales channels and the construction of effective communication with target market segments. The article establishes the sequence of the process of forming a tourist product, which, according to the authors, covers the definition of demand and supply in the tourist market; definition of functional features of the product; generation and selection of ideas; formation of a strategy and tactics for the development of a tourist product; development of a marketing strategy for product implementation on the tourist market; market testing; assessment of economic and social efficiency; corrective actions, product modification; introduction of the product to the tourist market. The authors identified the main factors that form the value for consumers of a tourist product, and also provided a comparative description of the key roles of management and marketing in the process of forming a tourist product. The authors focused special attention on the development of a marketing complex in the field of tourism, which differs from existing approaches in that it covers both internal and external elements.

Formation of a policy of comprehensive customer service in paid medicine

Formation of a policy of comprehensive customer service in paid medicine

ВЗАЄМОДІЯ БАНКІВ ТА СТРАХОВИХ КОМПАНІЙ НА РИНКУ ФІНАНСОВИХ ПОСЛУГ: ПРОБЛЕМИ ТА ПЕРСПЕКТИВИ

The article considers the need to further develop the interaction of banking and insurance markets, because in the global environment, the processes of capital concentration are growing rapidly, financial institutions operate in conditions of fierce competition, trying to meet a wider range of customer needs. In such conditions, preference will be given to large financial institutions that offer their clients a wide range of modern financial products and have significant financial resources. The banking services sector is the most developed in the financial market of Ukraine. The non-banking financial sector is still lagging behind the banking sector in both quantitative and qualitative terms. At the same time, the insurance market occupies a leading position in the non-banking financial sector. In Ukraine, competition in the markets of banking and insurance services is also intensifying, so the introduction of new services and higher quality is very important. In addition, domestic consumers trust the banking market more and buy the insurance product more often from the bank. That is why combining banking and insurance services is an important way to establish and maintain long-term and effective relationships with customers. Given the concentration of significant financial resources, including assets and equity, banks should take the lead in accelerating integration with the insurance market. Further integration of banking and insurance markets will allow us to develop banking products even more flexibly and reduce the level of risk borne by institutions. The result will be a comprehensive, comprehensive customer service at a relatively low cost. As a result, in the medium term it will create conditions for the rapid spread of insurance products among Ukrainians and will increase the share of insurance in Ukraine's gross domestic product, as currently this figure is slightly more than one percent, which is the worst result among all developed countries. including those that are part of the European Union. The interaction between banks and insurance companies in the financial services market has great potential for growth and expansion. Working together should be useful for both commercial banks and insurance companies.

Research on Efficient Collection Method of Blackout Data in Distribution Network

Based on the power supply management needs of power supply companies, this paper adopts a big data-driven power outage data collection method to build a scientific customer outage time key indicator around the power grid comprehensive customer service system, establish a customer outage time indicator responsibility system, and establish a customer outage The process monitoring platform has formed a data-driven customer power outage analysis system to effectively handle customer power outages.

Custom Service Support Management Information System

In the era of the Internet as the core of globalization the interaction of enterprises, enterprises are faced with a series of thorny issues about how to make social relations resources into corporate sales and development resources. In the past Management strategy is from product-centric to customer-centric. If the companies want to survival and development, we must establish a good relationship with closely customers. By a good corporate credit, high quality products, quality service, to attract new and old customers to standardize the management, warm and caring, and efficient services to support management to maintain the loyalty of the old and new customers. In the Internet environment CRM is an important part of the customer service support management. Online customer service support for management information systems will be enterprise customer-facing portal. A comprehensive customer service support management information system can enhance the competitiveness of enterprises, increase sales, enhance corporate image. Customer service support management is to ensure customer satisfaction and customer interests. How to give full play to the advantage of customer service in the Internet environment to support management information system. And how to enhance customer service in the Internet environment to support the management interface of the customer satisfaction, improve the enterprise's customer retention will become an issue of concern. In the above context, customer service support management information system came into being. The system is provide feedback record inquiries and task allocation to provide customers with more personalized service to help companies achieve customer intelligence decision analysis.

Joint decision of inventory and pricing for deteriorating items with partial backlogging and multi-constraint

This paper studies the joint decision of inventory replenishment and pricing of multiple retailers for deteriorating items with partial backlogging and multiple constraints. In the model, deterioration rate is simulated as time varying function of Weibull distribution. Two constraints are inbuilt in the model, i.e., supply capacity of the supplier and comprehensive customer service level of retailers. This is a multi-constraint non-linear programming problem, and considering the complexity of computation using classic differentiation derivation method, in this paper, we develop three meta-heuristic algorithms to solve the model, i.e., simulated annealing (SA) algorithm, particle swarm optimisation (PSO) and quantum behaved PSO (QBPSO). Experiment shows that QBPSO is the most effective and efficient algorithm among the proposed three algorithms. It is shown that service level at about 80% (or shortage rate at 20%) can obtain best profit, and price elasticity coefficient significantly impacts the pricing and total profit, but it has little impact on inventory decisions.

Creating a Comprehensive Customer Service Program to Help Convey Critical and Acute Results of Radiology Studies

Communication of acute or critical results between the radiology department and referring clinicians has been a deficiency of many radiology departments. The failure to perform or document these communications can lead to poor patient care, patient safety issues, medical-legal issues, and complaints from referring clinicians. To mitigate these factors, a communication and documentation tool was created and incorporated into our departmental customer service program. This article will describe the implementation of a comprehensive customer service program in a hospital-based radiology department. A comprehensive customer service program was created in the radiology department. Customer service representatives were hired to answer the telephone calls to the radiology reading rooms and to help convey radiology results. The radiologists, referring clinicians, and customer service representatives were then linked via a novel workflow management system. This workflow management system provided tools to help facilitate the communication needs of each group. The number of studies with results conveyed was recorded from the implementation of the workflow management system. Between the implementation of the workflow management system on August 1, 2005, and June 1, 2009, 116,844 radiology results were conveyed to the referring clinicians and documented in the system. This accounts for more than 14% of the 828,516 radiology cases performed in this time frame. We have been successful in creating a comprehensive customer service program to convey and document communication of radiology results. This program has been widely used by the ordering clinicians as well as radiologists since its inception.

The Evolution of B2B E-Services from First Generation E-Commerce Solutions to Multichannel Architectures

Although e-services have been recognized for their contribution to strengthening customer relationships and fostering customer loyalty, prior research is heavily skewed toward the field of business-to-consumer interactions and online retail channels. This article explores the evolution of e-services in the business-to-business domain. Based on the case study of ETA SA, a Swiss manufacturer of watch movements and components, it identifies three stages of increasing electronic interaction with customers. The company pioneered online ordering of watch spare parts based on a first generation e-commerce solution and subsequently introduced a comprehensive customer service portal. Our research suggests that moving from the e-commerce solution to the customer process portal involved a significant extension of the e-service portfolio (service innovation), whereas the subsequent stage introduced an additional electronic channel (channel innovation). Every stage in this evolution path forces companies to substantially re-architect their interorganizational process and system linkages. From the experiences of ETA SA, we conclude that a service-oriented multichannel architecture makes it easier to cope with the growing number of e-services and the complexity of serving multiple electronic channels.

Assessing Customer Satisfaction: The Key to Comprehensive Customer Service

In today’s competitive health care environment, health care providers must continually identify strategies that enhance customer service. At a rehabilitation hospital in Washington, D.C., three objectives were initiated in this facility’s stroke program (SP): (1) Develop a standardized process for assessing patient satisfaction, (2) investigate the use of a satisfaction survey early in a patient’s in-patient stay to identify areas of concern, and (3) determine if utilizing a service recovery process could effectively address dissatisfaction during the patient’s hospital course. The methodology, data analysis, and applications are discussed. Data indicated that patient satisfaction during hospitalization, in conjunction with service recovery interventions, was higher at discharge. This approach has been key to a comprehensive customer service program and the hospital’s present and future initiatives.

Customer Service in Higher Education

In today's highly competitive world, higher education needs to look more closely at improving customer service on campus. As the consumers of education become more aware of their rights, they will be demanding the same service of educational institutions as they do commercial businesses. Higher education needs to investigate what busienss has been doing in the area of customer service and apply it in the education environment. This paper will explore the relationship between quality customer service and student retention, and will present a customer service model that could be used to initiate a comprehensive customer service program on campus.