Field Of Customer Service Research Articles

Customer Sustainable Maintenance Model to Increasing Traditional Retails Competitiveness in Dealing with Minimarket Expansion

Indonesia is a potential market for modern retail business, supported by the shifting behavior of Indonesians from shopping in traditional markets to modern retailers. The main objective of this research is to find modern retail management model to improve the competitiveness of traditional retails in customer service field. Research method using descriptive research method and policy research. The unit analysis is traditional Retail Traders and Modern retail traders in Blitar District. Data analysis techniques use descriptive analysis to describe findings and policies that involve interested parties to get the right model. The research results show there are 248 modern retail and 2,401 traditional retailers. To be able to compete with modern retail, traditional retail should be cleaned up by doing service plus plus with aim to sustainable maintenance of customer to remain faithful as customer. Service plus plus which is intended is the customer to buy goods do not have to come directly to the store, but can be done with Purchase Order by WhatsApp or SMS, Delivery Service, and Pay After the goods delivered. Keywords: Traditional RetailS, Service Plus Plus and Sustainable Maintenance Model

Providing Homeless Adults With Advantage

A university partnered with the New York City Department of Homeless Services (NYC DHS) to provide cohorts of adults a 60-credit Associate Degree Program in Business Administration over a 2-year period. Results of two cohorts of 30 Advantage Academy Program graduates revealed significant improvement in College Board AccuPlacer (ACPL) Arithmetic results and grade point averages (GPAs) near the 3.0 cumulative average. Eleven Cohort I completers also revealed a significant positive change in self-efficacy based on pre/post-administration of two scales whereas 19 Cohort II completers did not show evidence of such a change. Information is provided for 44 non-completers as well. Eighteen graduates have been employed as managers or in a customer service field related to the business major. With the third cohort graduation completed in May 2014, this is the first comprehensive and sustainable higher education program of its kind for homeless adults to help them end cycles of poverty and agency alliance.

The Influence of Bank's Frontlines’ Personality Traits on Job Performance

A digital era of consumerism and the diversity of customer's background have brought a new perspective in customer service field. As marketplace environment become broader, the expectations of customer continue to rise. This is very important and challenging task to be done by most banks and financial institutions. Hence, this paper aims to propose a conceptual framework on frontline's personality traits and its relationship towards their job performance in financial and banking industry. The five-factors in Big-five Model are used as critical dimensions that possibly provide empirical evidence in relation to frontlines’ job performance. Those dimensions or traits are namely as openness to experience, conscientiousness, extraversion, agreeableness and emotional stability. Subsequently, the consequences of personality traits on the multiple types of job performance are further elaborated in this paper too. It is includes task performance and contextual performance. On the other hand, it is expected that the propose framework of this study will assist organizations in delivering high service quality through proper study on their frontline's personality traits itself.

Service design integration with business development: Six Finnish case studies of digital service development

Abstract As a complex ecosystem, the global digital environment includes actors and stakeholders with diverse values and distinct mindsets. In this research, we examine the digital ecosystem in the Finnish context of a business-led research and development (R&D) consortia (Need for Speed [N4S]), focusing on the early phases of research. The aim is to propose an iterative action research and case study framework for developing the Finnish digital business ecosystem with the use of service design thinking and tools. Service design is the methodology and process of enabling co-creation activities during all steps of the design process, concept generation and prototyping before the launch of a service. The theoretical framework utilized in this research is cultural-historical activity theory (CHAT), which suggests the starting point for a more practical strategic tool. Theory-based data analysis is applied to data on design methods used in service design cases with six companies, including co-creation workshops, reflective interviews, observation, visual documentation and rough service prototyping. The company cases were conducted by the Service Innovation Corner (SINCO) laboratory at the University of Lapland in 2013 and 2014. Two case companies operate in the customer service field in tourism, two in manufacturing and two in the software industry.

THE USE OF MOBILE PHONES BY CUSTOMERS IN RETAIL STORES: A CASE OF POLAND

ABSTRACT. Companies wishing to meet customers' needs should always take into account new technological solutions, which are increasingly used by consumers. One of these technologies, which has become increasingly advanced, is the cell phone, particularly the so-called smartphone. Mobile phones have become a useful tool for both retail stores and customers. Customers can quickly search in their cells for the price of the product offered on websites. These broad capabilities of cell phones have led to a new kind of competition for traditional stores. On the other hand retail stores can use cell phones in order to inform their customers about new promotions, events, etc. main objective of this paper is to introduce the scale and the cause of the use of cell phones by customers in traditional retailing. author has focused on cell phone utilization by customers while shopping. In the paper the survey results have been presented, which had been conducted among cell phone users in one medium-sized Polish city. research results show that cell telephony while shopping has yet to reach the same level of popularity among Polish customers, which it has attained in other countries.JEL Classification: O31, M30, M37Keywords: mobile technology, innovation, mobile telephony; consumer research; mobile advertising.(ProQuest: ... denotes formulae omitted.)IntroductionThe development of modern technology has created new opportunities for the retail sector. One of these technologies which has developed considerably is the mobile phone.In the past, mobile phones were used only for communication among people. Currently there are advanced devices for users with not only a phone function but also with other applications which allow users to access sources of information (Internet, radio, e- book), sources of entertainment (games, music), calendar, etc. Increasingly, it is also a tool for business transactions, so-called: m-commerce. popularity of mobile phones around the world, as well as their more modern functions, is a challenge for many companies in the field of customer service. A phone became a tool used in both traditional and electronic retailing. According to the report The I Factor. How consumer demand is driving retail innovation (the Economist, 2012) by 2020, trade with the use of mobile devices will be dominated either by offering a Near Field Communication and by the use of geographic positioning.Although the use of mobile phones in the shopping process is increasing, there is no research focused on this subject in Poland. only research which was undertaken covers the general aspects of using mobile phones.The main aim of the article is to answer the question: Why and to what extent do retail customers use mobile phones in traditional retailing? Do the extent of mobile phones' application depend on age and gender? Why should retail stores implement this kind of solution in the field of customer service? In order to answer the question the author decided to conduct a survey among a group of mobile phone users in one medium-sized city in Poland. survey was carried out between August and October 2012. research conducted by the author shows that the use of mobile phones by the Polish respondents in traditional retailing has not taken off to the same extent as it has in the US and Western European countries. most popular way of utilizing mobile phone in-store is a phone call to a close friend in order to obtain advice. study shows that surveyed men more often than women search the Internet by mobile phones for the features of the product while shopping. According to the research, men will be also more likely than women to utilize mobile phone in-store in the future.The paper is organized as follows. first section presents the theoretical framework of the literature review and the background of mobile phone use in retail stores. second section introduces the research methodology and survey results. …

Self Efficacy: A Moderator of the Relation between Emotional Dissonance and Counterproductive Work Behavior

This study explores the relationship between emotional dissonance and a series of other certain indicators of counterproductive work behaviors specific to employees in the customer service field. To this aim the Romanian version of emotional dissonance subscale of Frankfurt Emotion Work Scale was used along with other psychological instruments for assessing self-efficacy, self- monitoring and perceived social support on a sample of 147 employees from an oil & gas company in Romania. Results indicated that emotional dissonance, self-efficacy and self-monitoring are significant predictors for employees’ counterproductive behaviors at work. It was also identified a moderating effect of self-efficacy variable upon the relationship between emotional dissonance and counterproductive behaviors. In conclusion, experiencing a high level of emotional dissonance may be associated with a number of negative effects both on the psychological state of employees and the organization they work in.

Making the Right Hires And Helping Them Succeed

Carol Wyatt, MPA, CBET, is a manager of biomedical engineering at Baylor Health Care System in Plano, TX. E-mail: CarolWy@BaylorHealth.edu Have you ever had the opportunity to speak to biomed students and have them ask you, “What can I do to prepare myself to work in a hospital environment?” As you think about their question, you realize the little things that are common and routine to us can be a source of anxiety for a new hire. What elevators should I use? Can I go into a patient’s room? What if the patient talks to me or, worse, asks for help? Do I have to talk to the nurses, doctors, or other techs? What if I break something? Just tell those eager biomed students what you would expect from them in those situations. As the hiring manager, you hold the key to successfully acclimating a new customer service-oriented biomedical equipment technician to your team and your organization. Biomeds are no longer just repair techs. They are ambassadors of the biomed department and must be able to interact with the directors, managers, and even the C-Suite. The biomedical field is a customer service field with a technical skill set requirement.