Poor Customer Service Research Articles

An exploration of logistics-related customer service provision on Twitter

Purpose – The success of e-retailers is intrinsically linked to the effectiveness of their logistics processes which, inevitably, involve third party service providers. As the most tangible representative of the e-retailers it is inevitable that customers expect the e-retailer to resolve delivery queries, including on social media platforms. The purpose of this paper is to investigate the effectiveness of e-retailers’ logistics-related customer service interactions on Twitter with a view towards identifying effective and ineffective social media customer service strategies. Design/methodology/approach – The design and public nature of Twitter encourages organic conversations between e-retailers and customers as well as between customers and other customers. The methodology applied here accounts for this by collecting and analysing interactions within and as part of conversations, not as independent observations. In total, 203,349 tweets were collected from 22 of the most popular e-retailers. A random sample of 5,000 logistics-related conversations (16,998 tweets) is used for the analysis presented here and forms a foundation for future research. Findings – Conversations are initiated by customers on the basis of 24 event triggers which can be categorised as occurring either before or after an order is delivered. These can be general queries or related to a specific order or delivery issue. The paper identifies a number of significant findings such as the extent to which e-retailers and logistics providers redirect customers to other channels to resolve queries, ignoring the implicit preference by customers to use Twitter to resolve their problem. Similarly, the lack of interactions between e-retailers and their logistics providers within the Twitter platform to help resolve customer queries results in ineffective customer service. Practical implications – The study identifies the way in which e-retailers can substantially improve the effectiveness of the customer service they provide on Twitter by ensuring that customer queries can be resolved within the platform and by working with their logistics partners to do the same. This is critical since problems may be directed to the e-retailer or the logistics provider but both companies jointly suffer the consequences of poor customer service. Originality/value – The study examines a hitherto underexplored aspect of retail logistics – the social media-based customer service activities of e-retailers. Methodologically, the study is rooted in the acknowledgement that interactions on Twitter form conversations and analyses should take this into account. This is a distinctly different approach from existing Twitter-related studies which conduct an automated sentiment analysis of tweets. This approach reveals a rich picture of interactions and, importantly, identifies where conversations between e-retailers begin, how they develop and how they conclude.

Insuring the Uninsured: Reducing the Barriers to Public Insurance

Health insurance is one of the essential enabling resources to gain access to medical care and ultimately increase health status. Over 11 million or one quarter of the nation’s uninsured individuals are eligible for Medicaid or the State Children’s Health Insurance Program (SCHIP), but are not enrolled. Interviews with 368 individuals from 1999 through 2003 identify eight primary barriers to enrollment in public insurance. These include: economic aspects of qualifying, lack of knowledge, benefit design of public programs, poor experiences and stigma, complexity and literacy, immigration status, poor customer service, and fear of fraud. These results suggest policy options alone are unlikely to result in reaching eligible uninsured individuals unless knowledge and instrumental support are offered to them about insurance.

Authentic appreciation creates a winning workforce

Purpose – Emphasizes the importance of keeping staff happy and feeling appreciated and reveals how best to do this. Design/methodology/approach – Shows what happens when employees do not feel valued and explains how best to correct this. Findings – Claims that when employees do not feel valued, staff dissatisfaction, tension in the office, more errors, poor customer service and higher staff turnover may follow. Practical implications – Describes how team members feel appreciated when appreciation is: communicated regularly; in the language and actions important to the recipient; delivered individually and is about him or her personally; and when the appreciation is viewed as being authentic. Social implications – Reveals that almost 80 per cent of people who quit their jobs cite not feeling valued as a key reason. Originality/value – Shows how communicating appreciation effectively can help to transform the workplace.

Importance of secretarial profession in promoting effective service delivery in Nigeria

The quality of service delivery provided by public institution has been assumed to be very poor over the years. Sadly the inefficiency which characterized these services has crept into the private sector. Little wonder the average Nigerian citizen is daily assaulted with poor customer service delivery by operators in almost all sectors of the economy. Attempts have been made to improve quality of service provided by the government to the Nigerian populace over the years. The SERVICOM programme launched by the Federal Government in 2005 was designed to address obvious gaps in service delivery using some selected sectors as pilots. They discovered that many public services were inaccessible, of poor quality and indifferent to customer needs. This paper will examine the importance of secretarial profession in promoting effective service delivery in Nigeria, proffer solutions and recommendations.

An Order Fulfillment Model With Periodic Review Mechanism in Semiconductor Foundry Plants

In today's globalization competition, manufacturing firms are using an order fulfillment system to give available-to-promise (ATP) capacity efficiently. An ordinary order fulfillment system will plan capacity based on forecasts and assign ATP quotas to incoming orders. Its basic idea is to enhance capacity utilization and avoid poor customer service. However, in the semiconductor industry, demand is highly volatile, and a make-to-order (MTO) manufacturer often runs the risk of cancelled committed demands. In this research, we propose an integrated order fulfillment model for a MTO semiconductor foundry fab to maximize corporate profit. Specifically, we suggest a periodic allocation review mechanism to reallocate unused ATP quotas. We examine the model performance based on different data sets. Results showed that capacity utilization and profitability are improved substantially with the periodic review mechanism, especially when demand forecast is not reliable.

E-SCM-E- Supply Chain Management: Potentialities and Prospects in Indian Manufacturing Industries

Most companies designed their supply chains in more stable times, and these designs have now become obsolete. When demand spikes up, companies often suffer from material shortages and poor customer service. When the market suddenly lurches from boom to bust, many companies are caught with excess inventory. Product proliferation can also lead to inventory imbalances. The business can use the Internet to gain global visibility across their extended network of trading partners and help them respond quickly to changing business conditions, such as customer demand and resource availability.

Bullwhip Effect Study in a Constrained Supply Chain

Well organized supply chains are one of the best ways to compete in today's marketplaces. For make-to-stock production systems the production plans and activities are based on demand forecasting, which is one of the key causes of the bullwhip effect (BE). BE is the inherent increase in demand fluctuation up the supply chain and produces excess inventory and poor customer service. In the paper we simulated a simple three-stage supply chain using seasonal (SM) and deseasonalized (DSM) time series of the market demand data in order to identify, illustrate and discuss the impacts of different level constraints on the BE. The results are presented for different overall equipment effectiveness (OEE) and constrained inventory policies. At higher OEE level manufacturers have less variability in production processes; the BE is stronger in DSM than in SM.

The Paradox of the Regional Centres Unit: The Case of eThekwini Municipality

Municipalities have been operating without the unit or departmental strategic plans aligned to the Integrated Development Plans (IDPs). This has led to the fragmentation of their organograms or structures. The resultant to silo-ed organisational structures are characterised by inefficiency and ineptitude caused by cadre deployment, which has directly paralysed service delivery. The primary purpose of this study was to reveal the root causes of poor customer service and delivery in municipalities by interrogating the eThekwini Municipality’s Regional Centres Unit operational activities. A qualitative case study research method was employed in this study. Data was collected through indepth interviews with a population size of 56 employees, as well as through focus groups constituted of 24 employees. A notable finding of this study was the unavailability of the approved unit’s strategic plan which has resulted to the unaligned silo-ed structure, and unclear roles and responsibilities; and ineptitude of employees. The unaligned and silo-ed structures to the approved strategic plan within eThekwini Municipality’s Regional Centres Unit have the potential value add to the literature in public administration on the ways to detect the hidden municipal administrative bottlenecks in improving the efficiency, effectiveness and acceleration of the municipal services to its customers.

The Role of Regulation in the Market: Analyzing Canada's Wireless Code of Conduct Hearings

This paper analyzes the ways that the terminology of the free market – competition, consumer choice, economic incentives – was mobilized selectively by Canada’s wireless service providers during the February 2013 Canadian Radio-television and Telecommunications Commission (CRTC) Wireless Code of Conduct hearing. This hearing was part of the Canadian regulator’s consultation to establish a mandatory code of conduct for Canada’s wireless industry, in response to increasing public discontent with “the clarity and content of mobile wireless service contracts and related issues for consumers” (CRTC, 2012). Much of the public frustration was directed toward the “big three” telecommunication companies that dominate the marketplace, sharing 90% of the country’s wireless subscriptions: Rogers, Bell, and Telus. The language of the public complaints tended to revolve around unfair business practices, price gouging, and poor customer service. In response, the telecom companies explained during the CRTC hearings that customers just don’t understand the economics of service provision and that Canadian wireless services are globally competitive. Having attended the hearings and applied discourse analysis methods to the hearing transcripts, our data set has been approached from the hypothesis that free market language – particularly around competition and consumer choice – is frequently invoked because of its unquestioningly positive currency in both corporate and regulatory contexts. We analyze a number of key moments in the oral testimony of Rogers, Bell, and Telus, to examine how they specifically mobilized the language of the free market as a means of discouraging regulatory intervention. They talked about how Canada’s wireless services market was fiercely competitive, how consumers have a wide range of choices, how device subsidies function as economic incentives that help consumers to own the newest in mobile technology, and also how the implementation of a Wireless Code would pose operational challenges in this already competitive environment. But at the same time, each company’s representatives tried to support consumer empowerment to some extent, since it is a necessary corollary to their arguments for consumer choice. In maneuvering around this tricky rhetorical territory, we observed that in the less formal moments of discussion during the hearings, speakers often amended or even contradicted what they had said in the more formal part of their hearing presentations. The contradictory ways in which each company tried to frame their consumers as empowered but simultaneously unable to cope with the changes required by the Code indicates that the companies mobilized free market language deliberately in order to minimize the impact of the Wireless Code on their existing business practices. We analyze this discursive strategy critically from the point of view of the ascendance of consumer as opposed to citizen framing, situated as part of a broader trend toward individualism in telecommunication regulation globally (Livingstone & Lunt, 2007; O’Neill, 2010). This paper offers a nuanced perspective on the discursive particularities of regulatory hearings in Canada, where speakers often drift between formal and informal modes of discussion that tend to reveal their underlying values and motivations. The paper concludes with some thoughts on how the analysis of this Canadian regulatory hearing can inform understanding of regulatory actions to balance citizen, consumer, and corporate interests in other jurisdictions. References Canadian Radio-television and Telecommunications Commission (CRTC) (2012) Telecom Notice of Consultation CRTC 2012-557. [online] [Accessed 23 March 2013]. Livingstone, S. & Lunt, P. (2007) ‘Representing citizens and consumers in media and communications regulation,’ The ANNALS of the American Academy of Political and Social Science, 611, pp. 51-65. O’Neill, B. (2010) ‘Media literacy and communication rights: ethical individualism in the new media environment,’ International Communication Gazette, vol. 72, nos. 4/5, pp. 323-338.

An assessment of the Holt-Winters model in making effective forecast for supply chain system

The importance of supply chain management in manufacturing sector of any economy cannot be over-emphasised. Supply chain is the integration of the decisions of demand, supply and production into a single framework. An important supply chain problem is the bullwhip effect, which refers to the fluctuations increase of demand as one move up the supply chain from retailer to manufacturer. Demand forecasting and ordering policies has been recognised as two key causes of the bullwhip effect. Instability in the supply chain harms firms, consumers, and the economy at large, through excessive inventories, poor customer service, and unnecessary capital investment; while instability in employment erodes skill and worsens labour-management relationship, diverts leadership attention from the design of new products and strategies to firefighting and crisis management. It also causes volatility in revenue and profit; increases risk and raises the cost of capital. This article assessed the effectiveness of the Holt-Winters time series model in making forecasts and also in quantifying the bullwhip and net-stock amplification in supply chain.

Optimal Ordering Policy of a Risk-Averse Retailer Subject to Inventory Inaccuracy

Inventory inaccuracy refers to the discrepancy between the actual inventory and the recorded inventory information. Inventory inaccuracy is prevalent in retail stores. It may result in a higher inventory level or poor customer service. Earlier studies of inventory inaccuracy have traditionally assumed risk-neutral retailers whose objective is to maximize expected profits. We investigate a risk-averse retailer within a newsvendor framework. The risk aversion attitude is measured by conditional-value-at-risk (CVaR). We consider inventory inaccuracy stemming both from permanent shrinkage and temporary shrinkage. Two scenarios of reducing inventory shrinkage are presented. In the first scenario, the retailer conducts physical inventory audits to identify the discrepancy. In the second scenario, the retailer deploys an automatic tracking technology, radiofrequency identification (RFID), to reduce inventory shrinkage. With the CVaR criterion, we propose optimal policies for the two scenarios. We show monotonicity between the retailer’s ordering policy and his risk aversion degree. A numerical analysis provides managerial insights for risk-averse retailers considering investing in RFID technology.

Fans' perceptions of club season membership: implications for sport organisations' revenue management

Club season membership and game day expenditure are important income sources for professional sport leagues and events. From a marketing perspective, understanding fans membership experiences can be invaluable for sport managers and marketers. This study examines the perceptions of fans of a National Rugby League (NRL) club concerning season membership. Motivations driving purchase intent, product expectations and factors discouraging membership purchase are critically examined. Contributing financially to the club, guaranteeing game day seating and feeling connected to the club are among the main reasons for club membership purchase. Behind-the-scene opportunities to meet club players and member discounts are critical inclusions driving purchase intent. In contrast, cost, disappointing athlete on-field performance, and poor customer service are some factors discouraging membership purchase. As clubs and leagues seek to maximise revenues, these findings have very important implications sport managers and marketers.

Case Study: Strident Property Services

Alex Jacobs has taken over the family business from his father. The company had grown in size and faced challenges that Alex must overcome for the company to remain a leader in the region. Challenges included working with a management team that was there prior to Alex’s arrival, poor customer service, low professionalism, and a divided employee base. His attempts (i.e., identifying problems and informing staff; threats to demote or fire staff) to correct the problems were mostly unsuccessful. The only bright spot was exhibited by Joe Flack, the director of IT, who was able to make successful business decisions with the contacts provided by Alex. Alex needed to act quickly because more and more clients were not resigning contracts with Strident. In fact, the company’s portfolio has decreased from over 200 properties to less than 100. Students are challenged to develop workable strategies to overcome some of the problems mentioned in the case, including a strategy for turning the situation around, if possible.

Collaborative supply chain: insights from simulation

Supply Chain problem caused by the variability in demand is referred to as Bullwhip or Forrester effect. It attributes to increased inventory, poor customer service level and increase in overall supply chain cost. These adversities have been handled reasonably well by Information Technology enabled collaborative supply chains. Two prominent collaborative techniques, namely, Vendor Managed Inventory (VMI) and Collaborative Planning, Forecasting and Replenishment (CPFR) are considered effective in this regard. Despite perceived effectiveness of CPFR, the expected widespread adoption is still missing. An experimental research using beer game has been conducted to study the difference in the performance of traditional supply chain, VMI based Supply Chain and CPFR based Supply Chain in an industrial setting. Results affirms the ability of collaborative supply chain to reduce inventory and total cost of supply chain and achieve high service levels with almost nil backorders One more interesting observation about the human tendency of ignoring scientific tools for averting risks has been noticed. Authors observe that the emphasis on the use of business intelligence for forecasting will facilitate widespread adoption of CPFR.

Supply Chain Risk Prioritization Using a Hybrid MCDM Approach

In recent years, supply chains have become increasingly vulnerable to risks resulting in poor financial performance and customer service. Managing the supply chain risks is a challenging task. Resilience and responsiveness based strategies are being attempted to build a robust supply chain. To select the appropriate mitigation strategies, supply chain risks are to be prioritized. Supply chain risk prioritization is a Multi Criteria Decision Making (MCDM) problem. MCDM models for supply chain risk prioritization needs attention. In this research, a hybrid Analytic Hierarch Process (AHP) and Preference Ranking Organization METHod for Enrichment Evaluation (PROMETHEE) approach is proposed for supply chain risk prioritization. A case example of a typical tractor industry is presented to illustrate the performance of the proposed approach.

Supply chain risk prioritisation using a hybrid AHP and PROMETHEE approach

Supply chain is a network of facilities designed to procure, produce, and distribute goods to customers at right quantities, to the right locations and at the right time. Supply chain studies are focused for improving the operational efficiency through cost reduction. In recent years, supply chains have become increasingly vulnerable to risks resulting in poor financial performance and customer service. Managing the supply chain risks is a challenging task. Resilience and responsiveness-based strategies are being attempted to build a robust supply chain. To select and evaluate the appropriate mitigation strategies, supply chain risks are to be prioritised. Supply chain risk prioritisation is a multi criteria decision making (MCDM) problem. Developing the MCDM models for supply chain risk prioritisation need attention. In this research a hybrid analytic hierarch process (AHP) and preference ranking organisation method for enrichment evaluation (PROMETHEE) approach is proposed for supply chain risk prioritisation. A case example of a typical plastic industry is presented to illustrate the performance of the proposed approach.

Putting service back into public service: The transformation of Botswana's immigration services

AbstractPoor customer service at Botswana's Department of Immigration and Citizenship placed its home ministry, Labour and Home Affairs, in the bottom tier of performance rankings and made it a frequent target of criticism. After identifying the root causes of the breakdown in service, the department's leaders used a transformational approach to sharply improve customer relations. Its key elements were a focus on the organization's quality culture, management intervention, on‐site improvement projects, and nontraditional engagements with staff. The awards and testimonials that followed demonstrate that a government organization that concentrates on improving the service‐mindedness of its staff can make rapid, profound, and sustainable gains in the delivery of customer service. © 2012 Wiley Periodicals, Inc.

Ethical Reputation, Not Fees Drive Auditor Selection At Inc. 500 Companies

<p class="MsoNormal" style="text-align: justify; margin: 0in 0.5in 0pt;"><span style="mso-bidi-font-size: 10.0pt;"><span style="font-size: x-small;"><span style="font-family: Times New Roman;">Acquiring a new client is an arduous task.<span style="mso-spacerun: yes;">  </span>Accordingly, losing an important client can be devastating to a firm and demoralizing to the accounting team assigned to the client, particularly if the client represents a significant portion of the firm’s revenue stream.<span style="mso-spacerun: yes;">  </span>This research study reflects the concern of CEOs that poor customer service can result in firing the present accounting firm. Besides completing the work required by the client, the accounting firm needs to build the perception of being a problem-solver and an initiator of ideas that markedly helps a client’s overall financial health and well-being.<span style="mso-spacerun: yes;">  </span>To do otherwise will result in the client putting its need for professional services “out to bid.”</span></span></span></p>

Transformation in Indian Banks Through Corporate Governance-Emerging Challenges & Strategies for a New Gateway

Strengthening the financial sector and improving the functioning of financial markets have been the core objective of the financial sector reforms in India. The significant transformation of the financial system in the country is clearly evident from the changes that have occurred in the financial markets, institutions and products. In 1990, the country witnessed an economic crisis leading to a fast decline in the GDP, a high rate of inflation, adverse BOPs due to a widening gap in the current account deficit and a decline in the foreign exchange reserves. The country had to borrow resources from foreign central banks and other foreign government agencies against the pledge of gold so as to avoid a default on international indebtedness. There were some banking sector deficiencies ahead of the economy, which were adversely affecting the economic growth of our country such as low productivity and profitability, public sector banks were incurring losses year after year, giving poor customer service, using outdated work technology etc. Keeping in mind all these distortions in the economic, financial and banking sectors, the government of India and the RBI thought it was necessary to introduce reforms in the financial and banking sector, so as to promote rapid economic growth and development with stability through the process of globalization, liberalization and privatization in the financial system to make the financial system more competitive and integrated with the world economy through internationalization of financial markets in the world.

A Second Set of Eyes: An Introduction to Tele-ICU

A Second Set of Eyes: An Introduction to Tele-ICU