Providing Customer Service Research Articles

Antecedents and consequences of liking in retail service relationships in China and Greece

The marketing literature has provided a limited examination of the concept of liking, and even this has mainly occurred within business-to-business or advertising contexts. In this paper, the authors propose a model of the intervening role of liking in the customer-service provider relationship in two countries, China and Greece. The antecedents of liking include three key service constructs, namely customer education, customer participation, and service quality. The outputs of liking are proposed to be affective trust and affective commitment, which in turn influence (behavioral) loyalty. The research model is tested using samples from China (N=277) and from Greece (N=306). The model is largely supported in both samples. Therefore, the authors suggest that liking in financial services has an important role in the customer-service provider relationship. Implications for international businesses are discussed.

A Study on Relationship Between Service Provider Characteristics and Customer Compliance in Fitness Center: Moderating Role of Regulatory Focus

A Study on Relationship Between Service Provider Characteristics and Customer Compliance in Fitness Center: Moderating Role of Regulatory Focus

ANTESEDEN DAN KONSEKUENSI DARI KUALITAS HUBUNGAN

This antecedents and consequences research is from relationship quality aimedto analyze the use of relationship quality dimensions such as customer orientation,relational orientation, mutual disclosure and service providers attribute, that are will impact to share of purchase, relationship continuity dan word of mouth in certain service industry like restaurant. The method of this reasearch is convenience sampling by givingquestionnaires to D’Cost costumers in Gondangdia region, South Jakarta within one month with 185 respondents. The result of this emperical research is relationship quality in service industry D’Cost showed customer orientation has significant influence to relationsip quality, relational orientation has significant influence to relationship quality, mutual disclosure has significant influence to relationship quality, service providers attributes has significant influence to relationship quality. Whereas, relationship quality has significantinfluence to share of purchase, and relationship quality has influence to relationship quality mwhich influence word of mouth.Keywords : relationship quality, relational orientation, customer orientation, mutual disclosure, service providers, share of purchase, word of

Lining up for quick service—The business impact of express lines on fast-food restaurant operations

ABSTRACTThis article explores how waiting times at a fast-food restaurant can be modified. Toward the end of the article, a simulation model is proposed which examines queuing times in three different line scenarios based on the number of meal sets ordered. Data were collected using on-site observations of customer arrivals, waits, and service provision in a fast-food restaurant. Simulations were run via Simul8. Analysis was done using analysis of variance, as well as post-hoc tests. It was found that the waiting line configuration, arrival rate, and demand distribution all have significant impacts on average queuing time and weighted value.

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.

What's in it for me? Capital, value and co-creation practices

Marketing research is increasingly concerned with the practices through which service providers and their customers interact and how these practices influence value co-creation.Applying S-D logic and drawing on practice theory developed in sociology research in past decades, we propose a definition of value in terms of the coexistence of diverse forms of capital and currency variations. We then develop a conceptual model to explain value co-creation in terms of service provider–customer interaction practices (SPCI practices). We employ an extensive, qualitative study in the context of professional service firms. Our findings reveal three general categories of SPCI practices (access to capital, capital exploitation and capital attrition) that affect value co-creation. These insights move forward business-to-business marketing theory and practice, advancing our understanding of how service provider–customer interaction practices can be used to define value propositions and assess the types and amount of value that are co-created.

The effects of service quality on internet service provider customers’ behaviour

Purpose – The purpose of this paper is threefold: first, to identify the dimensions for evaluating the service quality of internet service providers (ISPs); second, to investigate the relationship between service quality and customers’ behavioural intentions; and third, to investigate the influence of ISP customers’ usage patterns on their perceptions of ISP’s service quality dimensions. Design/methodology/approach – The study employs a sequential exploratory mixed method design incorporating quantitative and qualitative elements. Data in Study 1 was obtained from 2,059 internet users using an online survey. The relationships between the constructs of the proposed conceptual model were tested using structural equation modelling and the bias corrected bootstrapping technique. Also, the moderating effect of internet usage was examined. Study 2 featured 30 in-depth interviews with internet users. Findings – The findings reveal that dominant service quality dimensions for ISPs were network quality, customer service, information quality and privacy. The contribution of these factors to overall service quality was moderated by the internet usage. Results of Study 2 indicate that most respondents with heavy usage found network quality indifferent among ISPs and demonstrated hesitation in direct contact with customer service, making information support the most significant dimension. Additionally, service quality directly influenced customers’ complaining and switching intention. It was clarified in Study 2 that intention to continue the contract also depended on factors such as switching barriers, value and promotional offers. Originality/value – This study is original in that it is among the first studies to attempt to investigate the dimensions of an ISP’s service quality, and its influence on ISP customers’ behaviours. An additional contribution of the study stems from the incorporation of a sequential explanatory mixed methods approach.

Service supply chain: strategic interaction and relationship value

PurposeThe purpose of this paper is to empirically investigate the linkages between strategic interaction and relationship value, with a variety of co-creating value strategies as conceptual mediators.Design/methodology/approachThis study reports on a field survey conducted in the Chinese manufacturing industry. A total of 180 questionnaires were sent to customers of service providers, and 120 valid responses were received, representing a response rate of 66.7 per cent. The data were then analyzed by using a number of statistical tools.FindingsThe results suggest that strategic interaction leads to a positive effect on the relationship value without any regard to the size of the customer. However, the mediating effect of product-based service is more significant for large-size customers, whereas the mediating effect of integrated managerial service is more significant for medium- and small-size customers.Originality/valueThis study explores how value might be created in a business-to-business context in a service supply chain from a relationship marketing perspective. It distinguishes product-based service and integrated managerial service as co-creating value strategies and further clarifies the different mechanisms underlying their relationships with strategic interaction between service supplier and customer. In particular, this study suggests that although strategic interaction may yield superior relationship value, the size of the customers will determine what kind of co-creating strategies would be preferred.

Modelling and evaluating customer loyalty using neural networks: Evidence from startup insurance companies

The purpose of this study is to investigate the customer–service provider relationship in the insurance industry using artificial neural networks and linear regression. Using a sample of 389 customers from 10 different startup insurance companies, it was found that artificial neural networks are an efficient way to evaluate the factors affecting customer loyalty. The results indicated that customer satisfaction and perceived value are significant predictors of customer loyalty. Additionally, it was found that trust, perceived quality, and empathy have a significant impact on both customer satisfaction and perceived value. The results also showed that customer commitment to service provider is positively associated with customer satisfaction and loyalty. After comparing the performance of linear regression models with artificial neural networks, it was found that the use of neural networks is a better approach for analyzing the customer loyalty, satisfaction, and perceived value. The use of new techniques such as artificial neural networks for analyzing the customer behavior can be particularly beneficial for startup companies who aspire to gain competitive advantage over their strong and well-established rivals.

Business strategy and performance in Indonesia’s service sector

Purpose The relationship between strategic choices and performance in service firms in emerging markets has remained largely under-researched. This study aims to address this issue by studying the performance of financial institutions in the context of Indonesia’s political, institutional and socio-cultural environment. Design/methodology/approach Using institutional theory, the authors analyzed data collected using surveys and interviews with senior managers in Indonesian financial institutions. Findings The authors find that the regulative and normative elements have forced organizations to incorporate the values set by the external institutional bodies. The organizations have undertaken structural isomorphism in response to culture-cognitive elements, and differentiate themselves by focusing on the provision of quality customer service and enhanced customer satisfaction. Originality/value The authors provide new insights by studying how the political and institutional environment and choice of strategy influences performance of the services sector in emerging economies.

호텔접객종사원의 고객관계스트레스와 직장행복이 정신건강에 미치는 영향

The purpose of this study is to suggest ways to improve the mental health of hotel front-line employees based on empirical analysis of the effect of interpersonal stress resulting from customer relations and subsequent workplace happiness. Analysis was done using 237 questionnaires completed by hotel employees working in the Food & Beverage and Room departments of five or four star hotels in Seoul. Results show that the more the monthly income, the happier the hotel employees feel in the workplace and the longer they have worked, the less healthy they become mentally. Interpersonal stress with customers affect workplace happiness and the mental health of hotel employees negatively and happiness in workplace affects the mental health of hotel employees positively. Furthermore, happiness in the workplace mediates perfectly between interpersonal stress with customers and the mental health of hotel employees. Therefore, in order to improve the mental health of hotel employees who provide customer service, first, the hotel has to give employees reasonable wages and start an EAP(employee assistance program). Second, hotels must recruit employees who have more resilience to mental health problems caused by interpersonal stress with customers and so enhance happiness in workplace. Third, hotels must try to create an organizational culture in which employees support and recognize one another and feel happier in the workplace.

Examining Switching Intentions, Partial and Total Switching among Mobile Subscribers in Ghana

<p>This paper empirically explores consumer switching intentions, partial and total switching situations in the Ghana mobile telecom industry. Using data from a cross-sectional survey of 736 mobile subscribers from six global telecom networks in Ghana’s mobile telecommunication industry, the results indicate switching intentions are significantly different among customers of various mobile telecom service providers. Customers of MTN and Tigo mobile operators have stronger intentions to switch than those from the other firms. It also found that more non-porters defect and switch to other mobile networks than porters do. Consistent with the hypothesis, defectors (partial switching) are strongly associated with total switching behaviour than non-defectors. Also, in order to reduce subscriber defect or churn rate, mobile telecom operators should direct more effort and resource to promoting and educating their customers on the benefits of porting their mobile numbers to other networks. Theoretical and managerial implications are discussed. The paper contributes to the body of knowledge in the area of consumer switching behaviour in mobile telecom industry in emerging countries.</p>

Using quality function deployment to conduct assessment for engineering designs’ contractors

ABSTRACTConstruction is considered a highly competitive industry where excellence in providing services is highly appreciated by customers and is a key factor for success. Hence, many construction companies are keen to implement quality assurance programs especially in highly related customer service providers such as engineering design. In this paper quality function deployment (QFD) is used to assess and improve the quality of design services. In QFD the quality matrix is used to assess the correlation between customer and technical requirements (TRs). The method then proceeds to find weights of different TRs, based on their correlation with customers’ requirements, enabling the evaluators to rank them based on their customers’ importance. This research also provides an assessment for contracting designers based on customers’ evaluation. A case study is presented for a large-scale public company in Saudi Arabia. The QFD matrix identified 20 customers’ requirements and 13 groups of TRs (184 detailed requirements). The results identified the high-ranked TRs (most influential items). In addition, the paper also ranked design contractors based on their customers’ satisfaction level. This can be used as a ranking mechanism for the selection of design firms.

Optimization of Wireless Internet Pricing Scheme in Serving Multi QoS Network Using Various Attributes

Pricing scheme in wireless networks were developed to provide maximum benefit to the internet service provider (ISP), where the given scheme can guarantee customer satisfaction and service providers who use such services. So that the proposed model should be able to attract consumer interest in applying such services. In this research we established wireless pricing model that involve QoS attributes then the model will be transformed into a model of optimization. Pricing models in wireless networks will be studied by looking at existing models as a nonlinear programming problem that can be solved optimally using LINGO 11.0. The solution is to maximize the total price for the connection based on the QoS parameters. Optimal results in the maximizing of pricing scheme is achieved when providers set the increase of price changes due to QoS changes and number of QoS value.

Remote Login Authentication Scheme based on Bilinear Pairing and Fingerprint

The changes new technologies have brought to banking over the past decade are enormous in their impact on the ways of doing business and providing customer services, most notably in the areas of customer service channels. Banks have been trying to move away from the traditional, branch-based and costly staff-assisted channels toward self-assisted channels, i.e. internet banking and mobile banking, to drive down costs and improve customer loyalty. How internet and mobile have reshaped the user experience of banking service channel? To provide valuable insights for this question, this research investigates and compares customer’s channel choice behavior and profit changes from bank’s branch closure. Applying the propensity scoring matching method, the results of analysis demonstrates that the mobile channel can be a realistic alternative to conventional branches. Also, the reserch result shows banks can reduce conventional branches while experiencing a positive implications on their profits from the customers. Another significant implication from the research is, to accelerate the shift to digital channels, banks need to put more efforts on developing functions in the mobile channel that will allow friendly interaction with customers and consultation, such as video consultation, interactive chat, and location-based product recommendation.

Combined analysis of service expectations and perceptions in lodging industry through quality function deployment

This study is the first empirical attempt of how quality function deployment (QFD) can be employed as a service quality design and improvement tool in the lodging industry. It combines two complementary perspectives of managers and customers regarding improving service quality in the lodging industry. This study empirically depicts a case where QFD was employed to design service delivery processes in the lodging industry, taking both customer demands and service provider expert knowledge and opinions. First, the dimensions concerning customer needs and expectations are tangibles, food, the adequate features of rooms and housekeeping, communication and accessibility, assurance and responsiveness, reliability, well-cared spaces, and equipment. Even though QFD has been used in the manufacturing industry, it has rarely been utilised in service design processes in the lodging industry. In this regard, this study has the potential to fill a perceived gap in the literature concerning methods to improve service quality through effective service design function using QFD in this industry.

The Moderating Role of Age in Customer Loyalty Formation Process

ABSTRACTThis study attempts to investigate the effects of an Internet service provider's network quality and customer service on their customers' satisfaction, commitment, behavioral loyalty, and attitudinal loyalty, as well as the moderating effect of age. Data obtained from 1,989 Internet users was analyzed using statistical techniques including bias corrected bootstrap and structural equation modeling with multiple group analysis. The findings confirm that satisfaction mediated the relationship between network quality and customer service, and customer commitment. It is also revealed that the influence of satisfaction and commitment on behavioral and attitudinal loyalty varied across different groups of customers characterized by their age.

Social Media Communicator Roles: A Scale

The purpose of this research is to describe the various roles of practitioners who use social media communication through a scale. Human organizations are role systems in which patterned behaviors take place. Literature and theory spanning multiple occupational fields guided the development of items. Through a multi-method approach and six-step process, we created a set of social media communicator roles resulting in a five-factor model: customer service provider, mobilizer, information disseminator, researcher, and community builder.

Investigating the consumer-brand relationships' development for technology-mediated self-services using the relationship commitment paradigm

The current study proposes the combination of two well-established theoretical streams of the relationship commitment paradigm: the relationship investment model and the commitment-trust theory to explain brand loyalty of technology-mediated self-services users. Data were collected from a survey of 573 customers of mobile internet service providers and were analysed using PLS. The results indicated that brand loyalty is determined by commitment towards the provider, which, in turn, is influenced by the consumer-brand relationship components of trust, satisfaction, investment size, and quality of alternatives. Finally, both trust and investment size enhance the impact of customer satisfaction on relationship commitment, meaning that satisfied customers have confidence to their providers, and they are willing to invest and become committed to this relationship. Theoretical and managerial implications, limitations and suggestions for further research are provided at the end of the study.

Investigating the consumer-brand relationships' development for technology-mediated self-services using the relationship commitment paradigm

The current study proposes the combination of two well-established theoretical streams of the relationship commitment paradigm: the relationship investment model and the commitment-trust theory to explain brand loyalty of technology-mediated self-services users. Data were collected from a survey of 573 customers of mobile internet service providers and were analysed using PLS. The results indicated that brand loyalty is determined by commitment towards the provider, which, in turn, is influenced by the consumer-brand relationship components of trust, satisfaction, investment size, and quality of alternatives. Finally, both trust and investment size enhance the impact of customer satisfaction on relationship commitment, meaning that satisfied customers have confidence to their providers, and they are willing to invest and become committed to this relationship. Theoretical and managerial implications, limitations and suggestions for further research are provided at the end of the study.