The influence of a retail store manager in developing frontline employee brand relationship, service performance and customer loyalty

2021 ◽  
Vol 122 ◽  
pp. 362-372
Author(s):  
Jin Ho Jung ◽  
Jay Jaewon Yoo ◽  
Todd J. Arnold
Keyword(s):  
Customer Loyalty ◽  
Retail Store ◽  
Service Performance ◽  
Frontline Employee ◽  
Store Manager ◽  
Brand Relationship

scholarly journals SISTEM CUSTOMER SERVICE PT KERETA API INDONESIA (PERSERO) BERBASIS CHATBOT MENGGUNAKAN KOMPUTASI BAHASA

2021 ◽  
Vol 5 (1) ◽  
pp. 37-41
Author(s):  
Nia Shafira ◽  
◽  
Etin Martiana ◽  
Rengga Asmara
Keyword(s):  
Human Resources ◽  
Natural Language ◽  
Customer Service ◽  
Customer Loyalty ◽  
Service Provider ◽  
Language Modeling ◽  
Service Performance ◽  
Service Workers ◽  
New Approach ◽  
Automatic Information

As the main train service provider company in Indonesia, PT Kereta Api Indonesia (PT KAI) has many customers who need information. In order to maintain customer loyalty, PT KAI must respond quickly and be adaptive to technology to provide the best service to customers. Limited human resources make PT KAI unable to serve customers simultaneously, so customers often have to wait for a response. In order to provide the best service, automatic messages are needed in order to help customer service performance respond quickly and at the same time with no cost, access anytime and anywhere. This study proposes a new approach with chatbots as a medium for conveying automatic information quickly and simultaneously. This chatbot is made with a computational language that focuses on natural language modeling and cosine similarity as a method for calculating the proximity of inputs and databases. This research can help PT KAI's customer service workers to answer customer needs automatically.

scholarly journals Emotional Labor Strategies And Service Performance: The Mediating Role Of Employee Creativity

2013 ◽  
Vol 29 (5) ◽  
pp. 1583 ◽  
Author(s):  
Chao Liu ◽  
Xinmei Liu ◽  
Zizhen Geng
Keyword(s):  
Emotional Labor ◽  
Service Industry ◽  
Service Performance ◽  
Role Performance ◽  
Surface Acting ◽  
Employee Creativity ◽  
Deep Acting ◽  
Frontline Employee ◽  
Mediating Role

This paper theoretically and empirically investigates the effects of different emotional labor strategies on frontline employee creativity in the context of service industry, and it also studies the mediating role of frontline employee creativity in the relationships between frontline employees emotional labor strategies and the two aspects of customer service performance. Based on the data of 424 employeesupervisor dyads in China, the empirical results indicate that surface acting decreases employee creativity and extra role performance, while deep acting increases employee creativity, role-prescribed performance and extra role performance; employee creativity mediates both the negative influence of surface acting on extra role performance and the positive influences of deep acting on role-prescribed and extra role performances. The results have some theoretical and practical implications on service creativity and emotion management in service industry.

scholarly journals Examining Luxury Restaurant Dining Experience towards Sustainable Reputation of the Michelin Restaurant Guide

2020 ◽  
Vol 12 (5) ◽  
pp. 2134 ◽  
Author(s):  
Kiattipoom Kiatkawsin ◽  
Ian Sutherland
Keyword(s):  
Willingness To Pay ◽  
Customer Loyalty ◽  
Service Performance ◽  
Brand Love ◽  
Revisit Intention ◽  
Brand Credibility ◽  
Loyalty Intentions ◽  
Brand Prestige

The study aims to investigate the formation of customer loyalty among luxury restaurant patrons in Korea. Moreover, the study investigated how the restaurants’ performance could contribute to the trust and sustainability of the Michelin restaurant guide’s reputation. The study identified meal experience, brand credibility, and brand love to influence customers’ revisit intention and willingness to pay a premium. The study surveyed 400 luxury restaurant patrons in Korea. The Michelin restaurant guide was used to classify fine dining restaurants. Measurement items from previously validated studies were adopted. The results of the study showed the meal experience scale satisfactorily measures service performance and leads to the formation of brand credibility. Subsequently, brand prestige and brand love significantly predicted customers’ loyalty intentions. Additionally, brand credibility helps form the trust of the Michelin guide and eventually predicts the long-term reputation of the guide.

scholarly journals Bringing Service Interactions Into Focus: Prevention- Versus Promotion-Focused Customers’ Sensitivity to Employee Display Authenticity

2020 ◽  
pp. 109467052090441 ◽  
Author(s):  
Andreas T. Lechner ◽  
Frank Mathmann
Keyword(s):  
Regulatory Focus ◽  
Service Performance ◽  
Heterogeneous Reactions ◽  
Employee Behavior ◽  
Negative Effects ◽  
Frontline Employee ◽  
Conditional Effect ◽  
Emotion Displays ◽  
Dyadic Field

Despite growing managerial interest in frontline employee behavior, and in display authenticity specifically, customers’ heterogeneous reactions to authentic displays have received little scholarly attention. Drawing on emotion as social information theory, we investigate the role of motivational orientations (i.e., regulatory focus) in customer reactions to authentic displays. The findings show that inauthentic displays have stronger negative effects on service performance for prevention-focused than for promotion-focused customers. A dyadic field study details these effects in terms of tipping, and three experiments provide further evidence by experimentally manipulating authenticity and regulatory focus. The conditional effect of authenticity on service performance also is mediated by inferred deception. Specifically, prevention-focused customers interpret inauthentic emotion displays as more deceptive than promotion-focused customers do. Managers should prime customers’ promotion focus using marketing communications before the service delivery when inauthentic displays are likely as well as consider customers’ regulatory focus when designing authenticity training for employees.

scholarly journals ANALISIS PENGARUH VARIABEL MODERASI SWITCHING COSTS TERHADAP HUBUNGAN SERVICE PERFORMANCE DAN CUSTOMER LOYALTY MEMBER CELEBRITY FITNESS JAKARTA

2018 ◽  
Vol 15 (1) ◽  
pp. 52-71
Author(s):  
Bryan Bryan ◽  
Eddy Haryadi
Keyword(s):  
Customer Loyalty ◽  
Significant Influence ◽  
Random Sampling ◽  
Switching Costs ◽  
Simple Random Sampling ◽  
Service Performance ◽  
Moderating Variables ◽  
Service Company ◽  
Independent Variable ◽  
The Relationship

The purpose of this research to determine the effect of moderating variables on the relationship between Switching Costs, Service Performance and Customer Loyalty among Celebrity Fitness members. This research was carried out in a service company Celebrity Fitness. The respondents were limited to the members of Celebrity Fitness in Jakarta. Data obtained by distributing questionnaires to the sample. The method used in sampling is simple random sampling by means of draws. The sample are 165 active members of Celebrity Fitness. The results showed that there is significant influence of the moderating variable on the relationship between Service Performance and Customer Loyalty. The results also show the Service Performance as an independent variable has a significant effect on customer loyalty. Switching Costs serves as a quasi moderator (serves as the independent variable and moderation) significantly affects customer loyalty and has a significant influence as a moderating variable in the relationship between Service Performance and Customer Loyalty.

scholarly journals Pengaruh Kinerja Pelayanan Terhadap Loyalitas Pelanggan

2017 ◽  
Vol 3 (1) ◽  
pp. 29
Author(s):  
Devi Elvita ◽  
Tintin Suhaeni
Keyword(s):  
Multiple Regression ◽  
Customer Loyalty ◽  
Physical Environment ◽  
Sampling Technique ◽  
Service Performance ◽  
Outcome Quality ◽  
Analysis Method ◽  
Service Line ◽  
Environment Quality ◽  
Quota Sampling

This study aims to determine the performance of services and customer loyalty mail and parcel as well as how much the influence of service performance to customer loyalty of mail and parcel in PT Pos Indonesia Bandung. Quota sampling technique was used to collect data through questionnaires to 115 people who use the services of courier mail and parcel post with Likert scale. The analysis method used is the multiple regression. The results showed that the performance of services in PT Pos Indonesia are in the category of good/high in terms of interaction quality, physical environment quality, and outcome quality. While customer loyalty mail and parcel that are in the category of average in terms of repeat purchase, purchases across product and service line, refers others and demonstrates immunity to the pull of the competition. The conclusion is the performance of services significantly affect customer loyalty mail and parcel in PT Pos Indonesia Bandung amounted to 54.7%.

scholarly journals A Case Study on the Prospects of Customer-Brand Relationship in Tourism

2014 ◽  
Vol 9 (2) ◽  
pp. 67-87
Author(s):  
Sneha N
Keyword(s):  
Customer Loyalty ◽  
Qualitative Interviews ◽  
Customer Retention ◽  
Research Paper ◽  
Tourism Industry ◽  
Customer Relationship ◽  
Constructive Approach ◽  
Travel And Tourism ◽  
Brand Relationship

The travel and tourism industry is struggling to gain markets' share and sustain profitability in today's fiercely competitive and economically demanding environment. The industry should develop new ways to manage their customer relationship to optimize customer loyalty and revenues. Customer retention is an integral aspect of sales planning. It is a known fact in the marketing circles that it costs companies three to four times more to find new customers than to retain existing ones. This research paper deals with a case study of the prospects of customer brand relationship scenario of some popular tour operators in Bangalore analysed with the help of qualitative interviews, Literature findings and through a constructive approach to understand Customer Brand Relationship in tourism

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