High Level Of Customer Service Research Articles

A cyclic and holistic methodology to exploit the Supply Chain Digital Twin concept towards a more resilient and sustainable future

Recent major disruptions such as natural disasters, geopolitical tensions, Covid-19 pandemic have led supply chain managers to rethink strategies for achieving significant levels of sustainability and resilience. At the same time, new digital technologies are offering significant opportunities to increase company performance, while maintaining a high level of customer service. In this challenging context, the Supply Chain Digital Twin (SCDT) represents an emerging and promising concept, which deserves to be explored. In this paper, a holistic and cyclical methodology, based on simulation, is proposed to enable and exploit the SCDT Paradigm, with the main aim to increase sustainability and resilience of the chains. The proposed methodology is successfully tested and validated on a real case study in the agri-food sector, through the use of the anyLogistix software. The results return valuable information on the level of resilience of the supply chain in the face of any considered disruption and provide useful managerial insights on the actions to be taken to improve some performance indicators.

Effects of Perceived Value and Customer Service on Brand Satisfaction

In the current environment, consumers increasingly make demands of brands, forcing them to adapt to consumers’ needs. As a consequence, it is important to study the variables that influence customer satisfaction when buying their favorite brands. This study analyzes three constructs as follows: perceived value, customer service and satisfaction. A questionnaire built on validated scales was completed by 1,521 individuals using the PLS-SEM model. The results reveal that perceived value and customer service positively influence brand satisfaction. Thus, perceived value acts as a complementary mediating variable and high levels of customer service directly increase satisfaction.

PENGARUH PERSEPSI KEPERCAYAAN, PERSEPSI RISIKO, DAN MANFAAT TERHADAP MINAT PENGGUNAAN MOBILE BANKING BANK SYARIAH

Banking is one of the advanced information technologies that can be used to achieve high levels of customer service and new technologies that allow banking transactions via mobile phones. For bank customers, this application will support their transaction banking if they find it useful and easy to use. This study aims to examine the factors that influence the intention to use internet banking services. This research was conducted at the Sharia Banking Faculty of Islamic Economics and Business, Zainul Hasan Genggong Islamic University. Researchers received responses from 97 respondents who were students of Islamic banking study programs who had used internet banking. Data were analyzed using the method of literature study, with qualitative methods with analytical models and direct interviews to obtain information. The results of this model analysis show that the constructs of perceived benefits, perceived risks, and trust affect the intention to use internet banking. Although the perceived ease of use does not affect the intention to use the Internet Bank. This means that the intention to use internet banking is influenced by the construct of perceived benefits, perceived ease of use, and trust.

A Location Routing Problem with Time Windows Consideration: A Metaheuristics Approach

A substantial distribution system is achievable to attain through the simultaneous design of the location facility and route generation. This problem is generally called a location routing problem (LRP), where both strategic decision and operational decisions are considered during the decision initial phase. Nevertheless, for some real applications, a consideration of time restriction due to several reasons should be included in the model. Some examples include the distribution system of perishable goods, a company’s objective towards a high level of customer service, or emergency/disaster situations. Consequently, this research incorporates the location routing problem (LRP) with time window constraints, including the working hour and also time restriction in each customer. The location routing problem with time windows (LRPTW) could not be solved easily, especially for a large-sized problem and or one which is considered an NP-hard problem. In consideration with its large solution pools, this paper suggests an integration of variable neighborhood search (VNS) with path relinking (PR) to solve LRPTW. The method is first applied in the LRP benchmark to validate the effectiveness and the robustness of the proposed method. Computational results clarify that VNSPR can achieve some of the best and most competitive solutions for the LRP when compared to existing approaches. Further, we developed LRPTW instances from the best solution found in LRP datasets. The proposed VNSPR method is also able to yield nearly optimal solutions for LRPTW instances.

CONCEPTUAL BASIS OF THE DEVELOPMENT OF ENTERPRISE’S EXPORT POTENTIAL

The effective operation of any company in the market is necessarily related to the analysis of consumer behavior. At the time of constant transformational changes in society, unpredictable risks that arise in the country, the question of understanding the theory of consumer behavior and the possibility of influencing it with the help of available resources is relevant. The purpose of the article is to reveal the essence of the concept of consumer behavior and the main elements that influence the customer’s choice, as well as how to correct behavior and minimize losses during a crisis and martial law. The development of society inevitably affects consumers, their needs are transformed, improved, and costs to satisfy these needs increase. Therefore, consumer behavior is changing and companies need to adapt to new conditions. The process of making purchase decisions, as a rule, takes place under the influence of various factors. This makes appropriate adjustments, facilitates or hinders the adoption of balanced decisions. The main factors that influence purchase decisions. The latest challenge was the coronavirus pandemic, which also affected consumer behavior and made quite a few adjustments. Due to the threat to health and the imposed restrictions, people’s habits, the frequency and places of purchases, the structure and volumes of consumption, the needs of the population and, in general, the behavior of consumers have changed. Now, not only merchandising, but the functioning of the country’s economy in general, satisfaction of consumer needs during the war is an urgent issue. Since the market was quite complicated by the consequences of the pandemic, consumer behavior was strongly influenced by military actions. It is worth noting that even during the war, Ukrainian companies show a high level of customer service that even some European companies cannot provide. Most from the very beginning of the full-scale invasion restored customer support, and later returned, and some even introduced discount systems and personal bonus systems. Government policy was also aimed at supporting users, interest charges, fines and penalties were abolished, which enabled the population to withstand the period of economic shock. In the period of such unpredictable global changes, increased risks, consumer behavior undergoes a noticeable transformation. However, companies constantly monitor the situation and show that they are well aware of the needs of their customers and can adapt to modern trends, thereby supporting the economy of the country and their consumers.

Applying digital twins for inventory and cash management in supply chains under physical and financial disruptions

ABSTRACT Supply chains (SCs) operate in a highly disruptive environment, where they face a variety of disruptions in product and cash flows. In such an environment, determining suitable inventory and cash replenishment policies ensures that cash and inventory are at the right place at the right time and provides a productive SC with high customer service levels. In this study, we first examine the impact of the disruptions in physical and financial flows on SC performance. We then, investigate the potential of a SC digital twin framework to help decision-makers in managing inventory and cash throughout the SC during disruption, currently absent from the literature. The proposed SC digital twin framework integrates machine learning (ML) and simulation to identify the inventory and cash replenishment policies that minimise the impact of the disruptions on SC performance. This approach proves effective in a SC disrupted by demand increase, capacity reduction, and credit purchase increase. Results show that employing the SC digital twin leads to a noticeable reduction in the cash conversion cycle for upstream members of the SCs. We observe that the cash conversion cycle for the upstream SC members is greatly impacted by the inventory policy employed by their immediate downstream members.

Determination of Optimal Number Vehicles for the Functioning of Carshing in Kyiv Within the Framework of Improving the Transport System

The problem of ensuring the quality of transport services provided to the population by a car-sharing firm is studied. For a formalized description of functioning process car-sharing company, information, scientific and experimental bases were used, with the help of which it became possible to solve transport problems in the conditions of constant improvement of the city's transport system. The main purpose of this study using a mathematical apparatus is to obtain the resulting indicators, which will provide recommendations for improving the level of customer service by car-sharing companies, taking into account the possible effects of certain system parameters. A mathematical model was used to conduct the study, which takes into account the main indicators that affect the determination of the optimal number of vehicles of the company to ensure a high level of customer service of the car-sharing company. In the course of the work, the most important indicators influencing the quality of transport services were identified and a method for determining the optimal number of vehicles to qualitatively meet the needs of customers of a car-sharing company was proposed. Statistical data on car-sharing needs in Kyiv were obtained on the basis of the Getmancar application. The function of exponential distribution of travel time from their number during the study period of 13 days was obtained. Necessary calculations were performed and recommendations were received to increase the fleet of car-sharing vehicles from Getmancar to 293 units. This will increase the density of vehicles in the area, thus ensuring a 100% probability of finding a free vehicle at a distance of 0.6 to 1.2 km. It is proposed to apply the obtained results in the process of optimization of the transport network of Kyiv. The proposed method is recommended to be used during the reorganization of the city transport system, urban redevelopment, forecasting the results of the transport system during the intensive development of the transport network.

Airline service: low-cost-carriers (LCCs) failure and passenger emotional experience

Sevicio de aerolineas: problemas con provedores de bajo costo y experiencias emocionales de pasajerosResumenPropósitoEste estudio analizó los comentarios sobre la experiencia de vuelo de los pasajeros de las aerolíneas de bajo costo (LCCs, por sus siglas en inglés) de Asia.Diseño/metodología/métodoSe utilizó un enfoque de netnografía para revisar y analizar el contenido de los comentarios negativos de 230 pasajeros de LCCs en el sitio web de TripAdvisor.ResultadosLas fallas en el servicio de las LCCs generaron 17 emociones negativas diferentes; entre ellas, conmoción, decepción y sorpresa fueron las emociones más frecuentes que sintieron los pasajeros.Implicaciones prácticasMantener un alto nivel de servicio al cliente y garantizar un acceso fácil a la información reduce las emociones negativas de los pasajeros de las LCCs y cumple con sus expectativas de servicio y satisfacción. Este estudio proporciona pautas para los gerentes de las LCCs que desean implementar una técnica de netnografía como estrategia de investigación de mercados.Originalidad/valorEntender mejor este concepto ayudará a la industria de las LCCs a construir un modelo comercial más sólido que el de sus competidores, mantener sus ventajas competitivas en el mercado global y desarrollar estrategias de mercadotecnia efectivas para atraer a más pasajeros.Aerolíneas de bajo costo (LCC), emociones negativas, falla en el servicio, destino turístico

Efficiency of "lean management" application in business processes management of refrigeration equipment supply chain during the COVID crisis

The article reveals the main trends in the functioning of global supply chains in the context of the COVID-19 pandemic and their impact on the activities of Ukrainian enterprises are identified. It is noted that the closure of borders between countries and the introduction of self-isolation regime caused a significant reduction in production capacity and the volume of international trade. Global supply chains have become very vulnerable and necessitate their revision and the search for alternative ways to deliver goods to end users. Since Ukraine is a country with an open market economy, this article summarizes the main challenges for import-dependent supply chains and makes proposals on ways to overcome them. The expediency of applying the concept of Lean-management in business processes management of refrigeration supply chains during a pandemic as a means of overcoming crisis situations and ensuring sustainable development are proved. The dynamics and structure analysis of the company LLC "Holod Engineering" income and expenses allowed to establish a tendency to reduce the profitability of the company's business and capital turnover, as well as increase the share of logistics costs in the production costs. The greatest impact on the growth of logistics costs have the inventory costs due to the processes of storage and orders completion and delivery delays, which lead to customer dissatisfaction and complaints. Methodical approaches to estimating the level of processes coordination in the supply chains of refrigeration equipment, calculation of supply lots optimal parameters, levels of raw materials and components stocks, production and storage capacity rationalization of the enterprise are substantiated. With the help of Shewhart's control charts, the coordination of business processes in the equipment supply chains were assessed and the sources of potential losses were identified. The technological and logistics processes optimization in terms of their cost, duration and quality of results takes into account not only individual processes of enterprises, but also interprocess connections between supply chain links. It is proposed to implement a number of organizational measures using the concept of lean management, which involves market integration, production process, procurement and sales in order to provide a high level of customer service. The efficiency of the proposed organizational changes and their impact on business profitability, inventory turnover, the amount of logistics costs and the quality of customer service are determined.

ЕЛЕКТРОННЕ МЕНЮ ЯК ЕФЕКТИВНИЙ ІНТЕРАКТИВНИЙ СЕРВІС СУЧАСНИХ ПІДПРИЄМСТВ РЕСТОРАННОГО ГОСПОДАРСТВА

During the study to improve the efficiency of restaurant restaurants through the introduction of innovative technologies for automation of the control system was studied, analyzed and summarized existing scientific theoretical works of both Ukrainian and international authors, special attention was paid to the study and examples of practical applications. capabilities of automated production. The possibilities and prospects of electronic menus presented in the modern market of services with a comparison of the advantages and disadvantages of their functionality are thoroughly considered. The need to make changes in the management system of any enterprise involves getting acquainted with its features, structure and set of production links both within the enterprise and its interaction with the external environment. Analysis of business processes in the restaurant business allows us to offer the most effective automation technologies for both the overall management system and its individual parts. Therefore, in the context of this study, proposals for the introduction of electronic menus were developed and proposed. Evaluation of the effectiveness of the implementation of automation technology, in the form of an electronic menu, shows a number of advantages in the management system for both customers and staff and business representatives with whom the restaurant cooperates. It is the managers who work and solve the problems of both employees and customers, they are one of the most important components of the restaurant business staff. The set of requirements for restaurant management consists of inventory management, food safety, change planning, solving employee problems and ensuring a high level of customer service. Due to the high level of customer satisfaction with the terms of service and feedback from them, an efficient restaurant owner will be able to automatically attract new customers. The introduction of best practices and the implementation of effective proposals also lead to the realization of new opportunities, including increased business efficiency and profitability.

Inventory control models for spare parts in aviation logistics

Effective inventory management has a direct influence on monetary savings, high customer service level and product quality and thus plays an essential role in a company’s economic and strategic performance. Forecasting and inventory models for aviation logistics are essential in commercial aviation. The objective of this paper is to study the problem of identifying the optimal order quantity of aircraft spare parts and the demand periods using the Order-Up-To (OUT) inventory model in conjunction with the Negative Binomial Distribution (NBD) and the (s, S) inventory model with Revised Power Approximation Method. These models are compared and contrasted via a real-world paradigm. The analysis reveals that the OUT inventory model in conjunction with the Poisson distribution allows ordering the lowest order quantity. However, the (s, S) inventory model with the Revised Power Approximation outperforms it in terms of average total inventory costs.

Enhanced Logistics Information Service Systems Performance: Using Theoretical Model and Cybernetics’ Principles

Outsourcing logistics has established itself in the area of the LSP (Logistics Service Provider), which offers a range of services to its customers. In this line, transportation is characterized as one of the most important services, and therefore efficient fleet management is essential for establishing a high level of customer service. In this paper, we considered intellectual procedures for modeling the management of logistics information service system in the class of the problem, solved method of the theory of queuing system (QS). Examples of constructing mathematical models for the management of logistics information systems are given.

Modelling Wholesale Company’s Supply Chain Using System Dynamics

Abstract Research is based on wholesale and distribution operations of real-life case company, and in this setting, the most critical part of company’s supply chain is the inventory replenishment to warehouse (Distribution Center) as well as fulfilling and delivering customers’ orders. Different Economic Order Quantity (EOQ)-based models have been considered (Reorder Point, Reorder Point with pipeline on order inventory, and “pulse train”). Simulation system evaluates annual total logistics costs. Results show that in an environment, where local warehouse inventory levels are rather high and replenishment order quantity is rather small, it is important have frequent shipments divided in suitable intervals. In simulation model, this could be done e.g. with the use of “pulse train” function or incorporating pipeline on order inventory in order decision. The research findings are valid for a small-scale supply chain servicing small and geographically limited markets with clients assuming high customer service levels (e.g. 24-hours lead time). For bigger markets, the cross-docking based supply chain models are worth considering in simulations.

Optimal inventory system for pharmaceutical products incorporating quality degradation with expiration date: A game theory approach

Healthcare supply chain systems around the world face an immediate pressure to transform in the face of unprecedented demand and high Customer Service Level (CSL). And the expiration date of a pharmaceutical product is also a widespread issue in a customer’s purchase decision. In view of this, studies are essential to understand operations in healthcare systems and to offer decision support tools that improve public health, patient safety and strategic decision-making in the healthcare systems. This paper proposes a game theory approach for addressing inventory strategies for managing the flow of a pharmaceutical raw-material incorporating different quality characteristics in a two echelon hospital and pharmaceutical company supply chain. This research also considers a more realistic situation where the deteriorating rate of a finished product gradually increases as the expiration date approaches. We design a procedure for deciding an optimal strategy to achieve the target CSL of the hospital with the help of game theory payoff matrix. Numerical example is presented to illustrate the solution procedure and the sensitivity analysis of some key parameters is provided to demonstrate the proposed model.

STRATEGY OF CUSTOMER SERVICE AS AN IMPORTANT DIRECTION FOR ACHIEVEMENT OF COMPETITIVE ADVANTAGES OF AN INDUSTRIAL ENTERPRISE

The aim of the article is to substantiate theoretical and methodic approaches to comprehension of the role and importance of the strategy of customer service of an industrial enterprise in terms of achievement of its sustainable competitive advantages. The article is devoted to the study and actualization of the strategy of customer service of an industrial enterprise in the context of implementation of the strategic management concept. Solution of the tasks, outlined in the article, is secured by general scientific and specific methods of research, i.e. analysis and synthesis, systematization and generalization.The work has actualized the strategy of customer service of an industrial enterprise in the contexts of implementation of the strategic management concept. The research identifies barriers on the way of the market entry, which are set by producers with a high level of customer service. The main barriers include the used schemes of payment, imposing heavy dependence between a customer and a supplier, as well as arrangement of a broad chain of servicing establishments, which are located at the places of customers’ employment, completion of contracts on continuous supply services, creation of the image of competence concerning services supply. The article examines the features, characterizing customer service of high quality, and identifies relationship between the strategy of competitive advantages of an enterprise and the strategy of customer service.The article supplies argumentation that servicing has become an accelerator of partnership relations setting between a customer and a supplier, as well as of achievement of a high level of customers’ loyalty. Shaping of the policy of customer service is an important direction to reach a competitive advantage of an industrial enterprise. The work proposes measures to motivate employees to supply customer service of the appropriate quality, which will secure establishment and support of the corporative culture, focused on the company’s clients. The principal scientific fundamentals of the article can be applied in the practical operation of industrial enterprises.

Формирование международных команд в гостиничном бизнесе на основе развития кросскультурных коммуникативных компетенций

The modern period of development of tourist and hotel business is characterized by the further development of the processes of globalization and internationalization of markets. This article is devoted to the improvement of hotel personnel management processes in a cross-cultural environment. We consider cross-cultural relationships in the hospitality industry, an ethnocentric approach in the formation of a hotel chain culture, and cross-cultural aspects of personnel management that contribute to the formation of a corporate value system. The article discusses the problem of recruitment and effective management in a multicultural workforce. An analysis is made of the influence of national peculiarities of personnel from different countries on the formation of a corporate culture and, as a result, on the management style. The authors argue that the intersection of various national cultures in the conditions of the functioning of the international hotel chain leads to the formation of a new type of hotel personnel management. Based on the analysis of the problems existing in the hotel management of international hotel chains, a grouping of cross-cultural personnel competences was proposed using the reception and accommodation services as an example. Arguments are presented justifying the need to take into account the differences of each group in the work of the managers of the contact zone of the reception and accommodation services and in the process of serving the guest during their stay. Cross-cultural communication competences in the hotel industry are a new, higher level of personnel management. The expediency of applying effective methods of selection, continuous professional retraining and hotel personnel management that would take into account the cultural characteristics of employees, which is a key success factor for the organization of the hotel business, is argued. An algorithm for introducing cross-cultural competencies in hotel management through the use of educational management tools is given. The intercultural, interlingual competences used in hotel management represent the basis of a new approach to the high level of customer service of hotels. The authors come to the conclusion that this is one of the features and conditions for the safe existence of international chain companies of the hotel business.

Lead Time Reduction using Six Sigma Tools

The lean manufacturing is a systematic method for waste minimization. Lean techniques are applied in automobile service centers to create the easy, simple work environment and to improve customer satisfaction. Lead time is the time spent between the original customer order and final delivery of the vehicles. In the bike manufacturing company, its goal is to be a consumer brand, the company has to provide best service experience to their customers, and they operate service factories. They require minimum lead time, low cost and high customer service level to survive. In this project we analyze service factory and identify the root cause for the problem in service center. We implemented 5s methodology, value stream mapping to reduce the tools and spares searching time and to improve the working environment and also we had implemented quality deployment function to improve customer satisfaction. By implanting these lean methodologies and six sigma tools we reduced the lead time and improved customer satisfaction. Keywords: Lean Time Reduction, Six Sigma, VSM

Formulating and solving the integrated batching, routing, and picker scheduling problem in a real-life spare parts warehouse

New market developments increase the complexity of managing order picking operations. Integrating order picking planning problems enables warehouse managers to organize order picking operations more efficiently. This paper provides a decision support tool that integrates and solves the three main operational order picking planning problems (i.e., order batching, picker routing, and picker scheduling). Different from other studies, the objective is to increase order picking efficiency while ensuring a high customer service level. The new integrated planning problem accounts for order due times, a limited availability of order pickers, as well as a high-level storage locations, to ensure the applicability in practice. An iterated local search algorithm is introduced to solve the problem effectively and efficiently. Moreover, a real-life case shows the substantial performance benefits gained from integrating batching, routing, and picker scheduling.

Best Performance Frontiers for Buy-Online-Pickup-in-Store order fulfilment

Buy-Online-Pickup-in-Store (BOPS) retail services have gained increasing popularity as they offer benefits for both customers and retailers in omni-channel retailing. However, using conventional retail stores to fulfil orders received online whilst also serving walk-in customers is challenging for retailers, particularly when a high customer service level is promised to online customers (e.g., order by a certain time and pick up in store after a specific time later the same day). We examine store picking operations for same day BOPS services. Specifically, we derive Best Performance Frontiers (BPFs) for single wave and multi-wave in-store order picking. New relationships, propositions, and results are developed to determine the minimum picking rate needed in stores to guarantee a target service level, the number of picking waves a retailer should launch in an ordering cycle, and the timing of picking waves. We also examine demand surge scenarios with different order arrival rates in an ordering cycle. Insights from, and implications of the results are discussed for retailers that seek to benchmark their current BOPS performances and understand how to schedule and improve the picking of online orders in conventional retail stores and the picking rates needed to guarantee a desired service level for online customers.

The Study and Design of Collaboration Tools for Flight Attendants

Collaboration is a core component of work activities amongst flight attendants. This is as they work to promote onboard safety and deliver a high level of customer service. Yet we know little of how flight attendants collaborate and how we can best design technology to support this collaboration. Through an interview study with flight attendants, the authors explored their collaborative practices and processes and how technology aided such practices. While technologies like interphones and flight attendant call buttons act as collaboration tools, they identified instances where the usability and functionality of these devices were barriers for maintaining efficient communication, situation awareness, and information exchange. The authors used these results to identify design suggestions for technology that can enhance communication and collaboration in aircraft settings amongst flight attendants. To illustrate these design suggestions, they designed and developed Smart Crew, a smartwatch application that allows flight attendants to maintain an awareness of each other and communicate through messaging with haptic feedback. Smart Crew is designed with an emphasis on real time information access, location updates and direct communication between flight attendants regardless of their location on the airplane.