Selection of Customer Service Meters

1947 ◽  
Vol 39 (3) ◽  
pp. 195-199 ◽  
Author(s):  
Samuel F. Newkirk Jr.
Keyword(s):  
Customer Service ◽  
Selection Of

Reflections on the theme issue outcomes

2016 ◽  
Vol 8 (4) ◽  
pp. 504-510
Author(s):  
Gunjan M. Sanjeev ◽  
Richard Teare
Keyword(s):  
Customer Service ◽  
Hospitality Industry ◽  
Theme Issue ◽  
Policy Makers ◽  
Content Type ◽  
Starting Point ◽  
Cost Competitiveness ◽  
Hotel Sector ◽  
Practical Implications ◽  
Selection Of

Purpose The paper aims to profile the theme issue of Worldwide Hospitality and Tourism Themes titled “How is the need for innovation being addressed by the Indian hospitality industry?” with reference to the experiences of the theme editor, contributors from the industry and academia and the theme issue outcomes. Design/methodology/approach The paper uses structured questions to enable the theme editor to reflect on the rationale for their theme issue question, the starting-point, the selection of the writing team and material and the editorial process. Findings It highlights recent innovations that have taken place in the Indian hospitality industry especially in the areas of customer service, cost competitiveness, culinary management, revenue management and technology. Practical implications As hotel sector investment in India intensifies, this theme issue will be of interest to hoteliers, policy makers, analysts and others interested in the role that innovation can play in helping to facilitate differentiation between competing hotel products and services. Originality/value There is limited literature available on industry innovations in the Indian context. All the papers in this theme issue were written after several cycles of interaction between academics and practitioners and so they incorporate real–time, relevant and contemporary data.

scholarly journals Analyzing Public Library Service Interactions to Improve Public Library Customer Service and Technology Systems

2012 ◽  
Vol 7 (1) ◽  
pp. 22 ◽  
Author(s):  
Holly Kristin Arnason ◽  
Louise Reimer
Keyword(s):  
Qualitative Study ◽  
Customer Service ◽  
Thematic Analysis ◽  
Public Library ◽  
Library Service ◽  
Staff Members ◽  
Reference Service ◽  
Printing System ◽  
Selection Of ◽  
Customer Need

Abstract Objective – To explore the types and nature of assistance library customers are asking library staff for in a large Canadian urban public library system. Methods – A qualitative study employing transaction logging combined with embedded observation occurred for three-day sample periods at a selection of nine branches over the course of eight months. Staff recorded questions and interactions at service desks (in person, by phone, and electronically), as well as questions received during scheduled and non-scheduled provision of mobile reference service. In addition to recording interaction details and interaction medium, staff members were also asked to indicate briefly the process or resources used to resolve the interaction. Survey data were entered and coded through thematic analysis. Results – The survey collected 6,099 interactions between staff and library customers. Of those 6,099 interactions, 1,920 (31.48%) were coded as pertaining to technology help. Further analysis revealed significant library customer need for help with Internet workstations and printing. Conclusions – Technology help is a core customer need for Edmonton Public Library, with requests varying in complexity and sometimes resolved with instruction. The library’s Internet workstations and printing system presented critical usability challenges that drove technology help requests.

scholarly journals ANALISIS TINGKAT KEPUASAN WISATAWAN DOMESTIK TERHADAP PELAYANAN CUSTOMER SERVICE OFFICER DI BANDAR UDARA INTERNASIONAL I GUSTI NGURAH RAI BALI

Jurnal IPTA ◽  
2020 ◽  
Vol 8 (2) ◽  
pp. 255
Author(s):  
Rahel Ambarita ◽  
I Made Kusuma Negara ◽  
I Ketut Suwena
Keyword(s):  
Performance Analysis ◽  
Customer Service ◽  
Purposive Sampling ◽  
Level Of Satisfaction ◽  
Selection Of

The number of passenger complaints against facilities that have not been adequately then the CSO role is absolutely essential. This research aims to increase the tourist company shall use the services of our Customer Service Officer at Airport international lawyers I Gusti Ngurah Rai of Bali. The respondents in this research totalled 190 respondents, the selection of the sample using the method of purposive sampling, the data in this study were analyzed using the Importance Performance Analysis that help by statistikal program SPSS version 17.0 for windows. The results of this study are: 1) the level of satisfaction of tourists against the Customer Service Officer in general are at the level satisfied. 2) there are varying degrees of suitability that affect the satisfaction of tourists from each variable that is Tangible variables with percentage of 96.10%, Reliability of 97.23%, amounting to 95.90% Responsiveness, Assurance of 96.63% and Empathy of 95.93%. 3) Indicator appearance and tidiness CSO is an indicator that needs to be maintained because of its implementation were in accordance with interest. 4) Indicator responsiveness of CSO in troubleshooting is an indicator of excessive in its execution.

scholarly journals Funkcjonowanie administracji publicznej w sytuacji kryzysu spowodowanego czynnikami zewnętrznymi – studium przypadku COVID-19

2020 ◽  
Vol 6 ◽  
pp. 267-281
Author(s):  
Paulina Szyja
Keyword(s):  
Public Administration ◽  
Human Resource ◽  
Customer Service ◽  
Economic Life ◽  
External Factors ◽  
Good Practices ◽  
The World ◽  
Economic Slowdown ◽  
Selection Of

The Functioning of Public Administration in a Crisis Situation Caused by External Factors: a COVID 19 Case Study The Sars-CoV-2 coronavirus pandemic has caused major changes to the functioning of countries and their communities around the world. We observe the consequences of the spread of a disease which knows no boundaries. Experts talk and write about the crisis, the effects of which affect various spheres of socio-economic life. Governments of many countries, with the support of public administration, have taken a number of activities related to ensuring the safety of citizens, but also the continuity of the state’s functioning and reducing the effects of a possible economic slowdown. The goal of the paper is to analyse how the Sars-CoV-2 coronavirus has influenced and still influences public administration, taking into account a wide selection of activities, good practices in the areas of human resource management, customer service, as well as communication between national authorities and citizens.

Selection procedure for adaptation devices helping car by driver with disability

2018 ◽  
Vol 121 ◽  
pp. 363-372
Author(s):  
Beata Stasiak-Cieślak
Keyword(s):  
Customer Service ◽  
Selection Procedure ◽  
Functional Tests ◽  
Continuous Development ◽  
Service Centre ◽  
The Disabled ◽  
Specialist Knowledge ◽  
Knowledge And Practice ◽  
Expert Database ◽  
Selection Of

The vehicle's equipment in specialized adaptations for drivers with disabilities requires knowledge of many issues, both anatomical, technical, procedural and psychological. In Poland, there are not many experts who have experience in comprehensive customer service with specific needs while driving. The article presents assumptions used to develop an algorithm for the selection of adaptive devices. The algorithm has the form of an expert database and contains: a description of possible dysfunctions, rules for the selection of adaptive devices and offers of European companies regarding specific adaptive solutions. The algorithm developed the knowledge and practice in the field of functional tests carried out in the Automotive Service Centre for the Disabled at the Institute of Motor Transport and serving people with difficult motor dysfunctions. The continuous development of adaptive instrumentation makes it convenient conditions for realizing the important need of mobility of people with disabilities. However, the process by which a disabled person has to pass to get a converted car is often complicated and time-consuming. Adaptation of a car is a very difficult task that requires specialist knowledge and experience. Presentation of existing procedures: from a simple Adaptation Selection Module to a more complicated algorithm, it should pay attention to the need to implement such solutions, among others for the needs of driving instructors or certifying doctors.

scholarly journals Management of Customer Service in Terms of Logistics Information Systems

2017 ◽  
Vol 7 (1) ◽  
pp. 26-30 ◽  
Author(s):  
Rudolf Kampf ◽  
Lenka Ližbetinová ◽  
Kamila Tišlerová
Keyword(s):  
Resource Allocation ◽  
Cluster Analysis ◽  
Information Systems ◽  
Knowledge Base ◽  
Customer Service ◽  
Competition Advantage ◽  
Customer Preferences ◽  
Logistics Services ◽  
Logistics Information ◽  
Selection Of

AbstractThis paper is focused on perceiving the logistic services as the competition advantage in frame of the ecommerce. Customers consider their purchases in its complexity and all the logistic services should be designed to meet with customers’ preferences as much as possible. Our aim was to identify and evaluate of customers perceiving in frame of sales proposals offered by e-shops. Collected data of research were processed with the usage of cluster analysis. The aim of this paper is to present the results and conclusions from this research with focus on the elements of logistics services within e-commerce. These outputs can be used for knowledge base of information systems through which enterprises evaluate their decisions and selection of variants. For the enterprise, it is important to appropriate decisions about resource allocation and design of the structure of logistics services were set based on real customer preferences.

Trading with Traders

2018 ◽  
Author(s):  
Maria Kar-wing Mok
Keyword(s):  
Production Process ◽  
Customer Service ◽  
Marketing Strategies ◽  
Positive View ◽  
Shopping Centres ◽  
Shopping Experience ◽  
High Regard ◽  
The Many ◽  
Competitive Pricing ◽  
Selection Of

Most of the traders in the foreign community at Canton were capable businessmen and tough negotiators with specific and precise demands, and consequently not easy to please. But even in this environment, many of them greatly enjoyed the local shopping experience and held both the service and the products provided in high regard. The shopping alleys in the area of the factories and the streets on the periphery made the southwestern suburb of Canton where they were located one of the greatest shopping centres in Asia. The shops offered a staggering selection of Chinese goods that were made exclusively for a western clientele and were available only in Canton. In addition, they were a model of efficiency. The shopkeepers, recognizing the value of awe-inspiring displays, competitive pricing, fine craftsmanship, and customer service, employed marketing strategies that dazzled the western traders. Shops were often a combination of a shop and a workshop, and a number of them offered visitors behind-the-scene demonstrations of the production process. Such tours were more than entertainment; they were undoubtedly given to entice customers to make purchases. While negative reports of the shopping experience exist, they were the exception rather than the rule. The many accounts that exist, regardless of the nationality of the writer, present a very positive view of traders’ shopping experience in China and show a high regard for Cantonese shopkeepers.

scholarly journals Satisfaction Determinants of Airlines Industry in Malaysia

2020 ◽  
Vol 15 (2) ◽  
pp. 87-100
Author(s):  
Mohd Remie Mohd Johan ◽  
Nusyamilah Annuar ◽  
Jechonias Sushant Joseph ◽  
Sonika Kalai Kumar
Keyword(s):  
Decision Making ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Positive Contribution ◽  
Selection Of

This study provides detailed information on customer satisfaction and decision making on choosing a full-service airline in Malaysia based on the number of complaints lodged to MAVCOM. To ensure the study was done with zero-errors, the information stated in this investigation were acquired from a targeted audience which has travelled for leisure purposes only to both domestic and international destinations. This study gives the airlines and edge to refine their customer service and to scrutinize their operations to avoid giving a chance to passenger to choose an alternate airline in Malaysia to suit their itinerary due to the failure in rectifying the inability in providing convenience towards their customers. The results found that service quality, price, reliability (timeliness) and customer relationship management has a significant and positive contribution towards passenger selection of a full-service carrier in Malaysia.

scholarly journals Emotional branding moderation on marketing mix selection of college in the Covid-19 pandemic period

2021 ◽  
Vol 10 (4) ◽  
pp. 375-382
Author(s):  
Erna Handayani ◽  
Herni Justiana Astuti ◽  
Akhmad Darmawan ◽  
Bima Cinintya Pratama
Keyword(s):  
Customer Service ◽  
Marketing Mix ◽  
Analysis Tool ◽  
Tertiary Institution ◽  
Emotional Involvement ◽  
Tertiary Institutions ◽  
Emotional Relationships ◽  
Selection Decision ◽  
The Relationship ◽  
Selection Of

This study of college services consumers aims to determine several aspects of the service marketing mix of the decision to choose college x in Purwokerto, Indonesia. Furthermore, this study uses emotional branding moderation on aspects of the marketing mix on the selection decision. Emotional branding aspects were studied to determine customer emotional involvement, pride, emotional relationships, and expectations of the selected educational service products. Using a questionnaire with a Linkert scale, the study explored information from 300 student respondents who registered at college x in Purwokerto, Indonesia. Furthermore, the questionnaire data received were processed using the Smart-PLS 3.0 analysis tool. The results of the analysis of emotional branding were unable to moderate the relationship between promo si, price, place, process, and customer service to choose college x in Purwokerto, Indonesia during the Covid-19 periods. Promotions and places or locations. Other aspects do not affect. This condition indicates the importance of promotion and proximity to location when choosing a tertiary institution during the Covid-19 period. Promotion needs to be improved at tertiary institutions x in Purwokerto Indonesia, as done through online media and social media. Research on the emotional branding of College services has not been done much. This research complements the information and adds to the repertoire of research on emotional branding, brand equity, and emotional brand service products.

scholarly journals Penerapan Metode Preference Selection Index Dalam Pemilihan Teller Terbaik

2020 ◽  
Vol 2 (2) ◽  
pp. 127-134
Author(s):  
Muhammad Rizki ◽  
Garuda Ginting
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Service Sector ◽  
Selection Index ◽  
Quality Characteristics ◽  
Good Service ◽  
Improve Service Quality ◽  
Psi Method ◽  
Selection Of

In the era of globalization which is laden with competition, good service quality is a concern for companies that want to continue to exist, especially companies in the service sector such as banks in Indonesia. Institutions with low service quality will be less desirable or even abandoned by customers. Therefore, identification of service quality characteristics is needed in an effort to improve service quality. One of them is the teller who plays the most important role in customer service. Of course the selection of the best tellers must be done as well as possible. Based on these problems, the PSI method used in this study is to determine the teller by considering aspects of the determination that has been determined by the Bank. The aspects of determination which are the basis of determination by the Bank in determining the best teller are attitude, skill and appearance. By using the PSI method it is expected to be able to assist the leadership of the CIMB Niaga Bank in determining the teller process so that it is faster and more effective. Become a reference for research related to the Bank.

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