Clustering Customer Contact Sequences - Results of a Customer Survey in Retailing

2010 ◽  
pp. 97-120 ◽  
Author(s):  
Sascha Steinmann ◽  
Günter Silberer
Keyword(s):  
Customer Contact ◽  
Customer Survey

2001 FEMP customer survey appendices

2002 ◽  
Author(s):  
Nicholas P. Hall ◽  
John H. Reed ◽  
Thomas P. Talerico ◽  
Jeff Riggert ◽  
Andrew Oh ◽  
...  
Keyword(s):  
Customer Survey

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
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