Customer Service Approach Research Articles

The Trauma of Disregard

The Trauma of Disregard

Commentary on The Listening.

Commentary on The Listening.

Socio-Economic Acceleration During Crisis through Insurance Awareness and Literacy: Customer Service Approach

The cover story of the present paper moves on to examine the different aspects of insurance literacy through education, its needs and applicability; and to evaluate the present status of initiatives taken in this regard for future success in India; because, the socio-economic transformation led to the delegation of responsibility in the financial security of individuals and institutions. Particularly, insurance is one of the financial services, which provide financial security of life and properties of individuals and institutions. There exists a gap in the awareness level of insurance benefits in Indian Society. That is why, insurance education is imperative to enhance the understanding and communication about risk issues which may be protected through insurance.

Service Development Strategy with Quality Function Deployment (QFD) Approach: A Case Study in Banking Service in Indonesia"

Increasing competition in the banking industry makes customers have many choices in determining what they want to get. If customers get services that are not in accordance with the desired then the customer will seek other banking institutions. To cultivate customer loyalty, the quality of service should be improved and provided as possible. Therefore, banking institutions need to make Minimum Service Standards in accordance with the wishes of customers. This study aims to determine the standard of service in accordance with the wishes of customers and prioritize the improvement of service quality that must be given to XYZ bank customers. To develop a customer service approach is to use the method of integration Analytic Hierarchy Process (AHP) is a method to solve an unstructured complex situation into several components in the hierarchical order, by giving subjective values about the importance of each variable relative, and establish which variable has the highest priority to influence the outcome of the situation. nine service attributes are sorted according to AHP priority ie Be Careful in Recording Documents and Information, Advanced in Electronic Banking, Level of Satisfaction Against Customers Always Have Rights, Using Modern and New equipment, Good Knowledge and Skill in Providing Services, Providing useful information during banking operations,Supporting.Facilities and Environmentally Friendly, Number of branches of Nasasbah Service, Fast and Transparent Service in Customer Service. To know the consumer desire used method of Quality Function Deployment (QFD) that is method used to translate consumer desire into a product or service to ensure the achievement of customer satisfaction. From QFD processing result, the importance of service characteristic that needs to be improved is documentation and information problem with the highest importance weight that is 114,18.

Advance institutional mission, increase student satisfaction with customer service approach

Advance institutional mission, increase student satisfaction with customer service approach

Advance institution's mission, increase student satisfaction with customer service approach

Sharon Hoffman brought an unusual work experience to her position as assistant dean of student services at Green Mountain College: her time as a concierge at a ski resort in the mountains of Vermont, a few hours from where the campus is located. When the current president came to GMC after working for the Vermont Country Store, he wanted to address what he perceived as “customer service issues” on the campus. He wanted to change the culture of customer service, and Hoffman's experience working at the ski resort in Killington made her an ideal candidate to work there, she said.

Multivariate hybrid pathways for creating exceptional customer experiences

PurposeThe purpose of this paper is to focus on the evolving field of hybrid services within the customer service domain. The distinguishing characteristic of hybrid services is its rapid advancements and intersection of technology innovations mixed with customer service approaches.Design/methodology/approachExtensive research and analysis has identified numerous models to measure service quality and most of these models are derived from the SERVQUAL. Since SERVQUAL is not clearly focused to analyze the customer’s experience, the authors have used mixed methods of data collection. The two sources of data are both primary and secondary data. Primary source of research is semi-structured feedback with key operations manager and front line employees involved in the business process outsourcing industry. Secondary source of data is based on case studies of organizations engaged in information technology and ecommerce.FindingsIn this study, the author suggests multivariate hybrid pathways to streamline and deliver exceptional customer experience, which enhances the customer retention and firm’s competitive advantage. This study emphasizes on the imminent growth of hybrid services within the customer service domain. The distinguishing characteristic of hybrid services is its rapid advancements and intersection of technology innovations mixed with customer service approaches. The customers’ interactions with a firm are gaining proportional complexity due to the intercourse of human and technology interactions.Originality/valueThis study integrates the diverging but distinct pathways that influence customer experience. The study is centralized on the theme that there is a progressive dependence of human interactions with technological developments. It highlights the advent of new digital technologies that are the catalyst for personalized customer experiences.

Corporate Entities: Their Ownership, Control, and Purpose

This Chapter in the forthcoming Oxford Handbook of Law and Economics provides an introduction to the law and economics of the corporate form. It first distinguishes “the corporation” from “the firm.” It then describes and discusses the characteristics of the corporate form, including legal personality, limited liability, delegated management, transferable equity, and perpetual life. It then reviews the dominant theories of the corporation, including the entity theory, the aggregate theory, the property (principal/agent) theory, the nexus of contracts theory, the team production theory, and the franchise government/concession theory. It concludes by discussing various theories of corporate purpose, including the state interest, managerialist, customer service, shareholder value/primacy, stakeholder welfare, team production, and long-term production approaches to understanding the purpose of corporations.

Flint—Guess What? It's International News

For water professionals, lead in water is – of course – a significant concern. But now after Flint, it is evidently also an international worry. Water customers have a heightened awareness of water issues and will naturally look to their water utility for trusted leadership, simple explanations, and timely help in determining their risks. It is important that utilities use robust communications strategies and multiple customer service approaches to ensure that customers understand the issues associated with lead in the water, what the utility is doing to protect them today and in the future, and what they can do themselves.

Contextual Influences: Online Service Failure and Recovery Strategies

In recent years, service failure and recovery strategies have generated considerable interest among both researchers and marketers. The Internet environment has transformed the concepts of service failure and recovery strategies from a dyadic customer-provider focus into a multidimensional web quality scope. In traditional encounters, the research spectrum of service failure and recovery strategies is very much developed from a customer service approach and the responsibility of recovery has been traditionally assumed to be something that is assigned to the marketer. Studies pay little or no attention to the multidimensional nature of service failures contingent to recovery strategies in developing countries. To date, empirical studies have focused on service failures and recovery strategies in developed countries. This paper aims to provide some insights on the need for a context-specific development of recovery programmes and strategies suitable for developing countries.

Embracing a Customer Service Mindset: A Fresh Examination of Services for Distance Learners

Library literature and blogs frequently discuss customer service and user experience in physical libraries and Web sites, but little is said about this mentality toward services for distance learners specifically. This paper takes customer service best practices from well-known thinkers of the business world and makes connections to services for distance populations. A literature review establishes the current state of discussion in libraries regarding customer service and a directed self-reflection of the reader's own customer service approach sheds light on personal current practices. The paper presents a number of thought-provoking business ideologies and concrete applications in services for distance learners such as reference, Web presence, and interlibrary loan, ultimately showing the value of venturing out of library literature to gain a fresh perspective, evaluate, and improve interactions distance learners have with the library.

Editorial Volume 6 (1)

Editorial Volume 6 (1)

The little extras: a customer service approach to indexing 1

Conventional wisdom tells us that it takes at least three years to build a successful freelance indexing business, from one's first marketing efforts to the point that work must be turned away for lack of time. This strongly argued article asserts that a customer service approach to running one's business is a key ingredient in attracting new clients and building the relationships that encourage repeat business and referrals from satisfied clients and colleagues.

Meeting Academic Needs for Information: A Customer Service Approach

Should academic libraries seek to improve general satisfaction with their services, or are some services more important than others? This article asserts that faculty and students mainly want information resources. The research analyzes LibQUAL+ ™ data to determine which other library resources contribute to information satisfaction among users. The conclusion is that access mechanisms are very important predictors of information resource satisfaction, but library facilities and library staff are negligible predictors. This is true across different groups of users.

A Customer Service Approach to Implementing a Best Practice at Community Health Centers

It is important that strategies for implementing evidence-based best practices into clinical care are developed and tested. This is particularly true for community health centers (CHCs), which are a primary source of care for low-income patients. This article focuses on a customer service approach to implementing best practices in CHCs. The approach was designed to be responsive to the tremendous demands on and limited resources of CHC staff. The CHC staff were the customers of the project while the project team played a supportive role, acting as a full-service vendor to identify and meet staff needs. Although a tobacco system was the focus of this project, it is applicable to implementing in clinical settings generally, regardless of the particular health topic.

A Customer Service Approach to Implementing a Best Practice at Community Health Centers

It is important that strategies for implementing evidence-based best practices into clinical care are developed and tested. This is particularly true for community health centers (CHCs), which are a primary source of care for low-income patients. This article focuses on a customer service approach to implementing best practices in CHCs. The approach was designed to be responsive to the tremendous demands on and limited resources of CHC staff. The CHC staff were the customers of the project while the project team played a supportive role, acting as a full-service vendor to identify and meet staff needs. Although a tobacco system was the focus of this project, it is applicable to implementing in clinical settings generally, regardless of the particular health topic.

JUST DOING IT: Helping People with Mental Illness Get Good Jobs

This article presents the authors' suggestions on practical marketing, job development, and accommodation techniques as well as pitfalls to avoid in helping people with psychiatric disabilities find employment and careers in the community. The article also presents the theoretical underpinnings for the concrete “How To's” offered. Concepts discussed include identifying the customer, taking a “feature-benefit” and a customer service approach to marketing, creating a decision tree for disclosure of disability, and outlining effective strategies for countering objections raised by employers.

A Critique of Customer and Commodity

For some good reasons, academic librarians see library users as customers, and library materials and access as commodities. However, there are some problems with the focus on consumerism and commodification. This paper examines a number of writings that advocate a customer service approach and the attendant view of library materials and access as commodities. The examination is informed by a substantial body of thought that addresses questions relating to customers and commodities in light of some cultural, social, and intellectual concerns. There are some problems, which are discussed in detail, with the popularly held notions of library users as customers and of library services as commodities.

Patient Satisfaction: A Customer Service Approach

In health care, as in any service business, monitoring quality is an important component. Patient satisfaction, despite its measurement difficulties, is an excellent gauge of the institution's ability to delivery quality service. As part of quality improvement activities, the Division of Neurosciences at the Toronto Hospital measured patient satisfaction on various validated dimensions, then attempted to identify which components of service provision were key in determining patients' overall levels of perceived satisfaction with care. Results indicated that much of perceived quality and satisfaction was explained by the dimension of care which included prompt response to needs, organization, efficiency of care and communication. The authors recommend focusing improvement efforts on activities with the greatest potential to influence patient satisfaction.

Designing A Fiction Assessment Tool: The Customer Service Approach

Why create another collection assessment tool? One reason is the highly personal nature of the assessment process. Each local library describes and evaluates its own collection in relation to the library's goals for meeting the needs of its local clients. In our times of focusing on local needs, each library wants to customize the assessment process to meet local challenges as closely as possible. These local needs are greatly felt in the data collection step of the assessment process. An intermediate tool is helpful for collecting and organizing appropriate categories of data to prepare information for entry onto the WLN Conspectus worksheets and database, or into other assessment methods if desired.