Customer Contact Journey Prediction

2017 ◽  
pp. 278-290
Author(s):  
Paul N. Taylor
Keyword(s):  
Customer Contact

Developing Service Marketing Through Successful Involvement of Customer

2015 ◽  
Vol 2 (1) ◽  
pp. 6
Author(s):  
_______ Naveen
Keyword(s):  
Relationship Marketing ◽  
Service Marketing ◽  
Marketing Strategies ◽  
Customer Relationship ◽  
Successful Implementation ◽  
Process Automation ◽  
Customer Contact ◽  
Use Of Technology ◽  
Marketing Systems ◽  
Technological Means

Customer Relationship Management has its roots in service marketing which is based in turn on the formative work of Berry (1983) and the IMP. Its purpose is to integrate marketing, sales and service functions through business process automation, technological solutions and information resources to maximize each customer contact. In this way service marketing systems facilitate relationships among enterprises, their customers, suppliers and employees and so provide the technological means to put relationship marketing philosophy into practice. Organizations that fail to keep up with competitor’s service marketing capabilities risk being seriously disadvantaged. However, the use of technology on its own is not sufficient and firms must combine developments in IT with a philosophy that calls for the re-organisation of the entire firm around its customers. This shift will not be easily achieved. Our purpose, based on collaborative Canfield/CSC Computer Sciences Corporation studies, is to identify the pitfalls, and offer advice on the successful implementation of service marketing systems in support of relationship marketing strategies, including an audit of the organization’s readiness to proceed. 

scholarly journals Dysfunctional Customer Behavior, Employee Service Sabotage, and Sustainability: Can Social Support Make a Difference?

2021 ◽  
Vol 18 (7) ◽  
pp. 3628
Author(s):  
Jinsoo Hwang ◽  
Yekyoung Yoo ◽  
Insin Kim
Keyword(s):  
Social Support ◽  
Emotional Exhaustion ◽  
Customer Behavior ◽  
Restaurant Industry ◽  
Customer Contact ◽  
Service Employees ◽  
Mediating Role ◽  
Proposed Model ◽  
Service Sabotage ◽  
Dysfunctional Customer Behavior

In a restaurant industry, dysfunctional customer behavior damages customer-contact service employees’ mental health which may lead to employee defection. This study examined the effects of dysfunctional customer behavior on service employees’ service sabotage which is a mechanisms for protecting themselves from outside pressures. Additionally, it determined if emotional exhaustion plays a mediating role in the relationship between dysfunctional customer behavior and employees’ service sabotage and verified the moderating role of social support. The proposed model was tested empirically using the data from 329 restaurant customer-contact service employees in South Korea. The results indicated that dysfunctional customer behavior increased the incidence of employees’ service sabotage. Moreover, emotional exhaustion was a significant mediator in the link from dysfunctional customer behavior to employees’ service sabotage. In addition, social support moderated the effects of dysfunctional customer behavior on service sabotage. This study provides insights into the effects of dysfunctional customer behavior and methods of supporting employees socially.

scholarly journals The Desired Qualities of Customer Contact Employees in Complaint Handling Encounters

2006 ◽  
Vol 22 (5-6) ◽  
pp. 619-642 ◽  
Author(s):  
Thorsten Gruber ◽  
Isabelle Szmigin ◽  
Roediger Voss
Keyword(s):  
Customer Contact ◽  
Complaint Handling

Constructing an Empirically Derived Measure for Customer Contact

1995 ◽  
Vol 41 (11) ◽  
pp. 1734-1749 ◽  
Author(s):  
Deborah L. Kellogg ◽  
Richard B. Chase
Keyword(s):  
Customer Contact

Improving customer service: issues in customer contact management

2006 ◽  
Vol 40 (1/2) ◽  
pp. 218-232 ◽  
Author(s):  
Sarah Spencer‐Matthews ◽  
Meredith Lawley
Keyword(s):  
Customer Service ◽  
Customer Contact

scholarly journals Value-Based Routing and Preference-Based Routing in Customer Contact Centers

2009 ◽  
Vol 16 (3) ◽  
pp. 277-291 ◽  
Author(s):  
Michael E. Sisselman ◽  
Ward Whitt
Keyword(s):  
Customer Contact ◽  
Contact Centers

Customer contact skills

1973 ◽  
Vol 5 (8) ◽  
pp. 397-399
Author(s):  
K Nixon
Keyword(s):  
Customer Contact

Role Of Stress To Quitting Intention Between Men And Women Employees In Hotel Industry

2021 ◽  
Vol 4 (2) ◽  
pp. 867-889
Author(s):  
Isanawikrama Isanawikrama ◽  
Edwin Joyo Hutomo ◽  
Yud Buana
Keyword(s):  
Job Performance ◽  
Hotel Industry ◽  
Role Stress ◽  
Structural Equations ◽  
Customer Contact ◽  
Work Conflict ◽  
Women Employees ◽  
Interesting Variation ◽  
Female Employees

The attitudes and behaviors of employees who provide frontline service and address the extent to which relationships vary among male and female employees. The overall model predicts effects of role stress and work or no work conflict on customer-contact employees’ job performance, job, and life satisfaction, and quitting intent. Results of structural equations modeling suggest an important role for work/no work conflict overall as well as two areas of interesting variation across gender. Specifically, multisampling structural equations analyses suggest that role stress affects female service provider’s job performance more negatively than it does males’, and that job satisfaction is related more highly to quitting intent among males. Overall, results suggest interesting similarities and differences across gender.

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