The role of pure and quasi-moderators in services: an empirical investigation of ongoing customer–service-provider relationships

2003 ◽  
Vol 10 (4) ◽  
pp. 253-262 ◽  
Author(s):  
Neeru Sharma
Keyword(s):  
Customer Service ◽  
Service Provider ◽  
Empirical Investigation

scholarly journals TCS: ‘Hazir SubKuch’—Making Everything Present

2020 ◽  
Vol 17 (1) ◽  
pp. 17-35
Author(s):  
Mohsin Nasir Jat ◽  
Muhammad Shakeel Sadiq Jajja
Keyword(s):  
Customer Service ◽  
Service Provider ◽  
Financial Services ◽  
Digital Printing ◽  
Logistics Service ◽  
Visa Application ◽  
Warehousing And Distribution ◽  
A Company

The case describes the journey of TCS as it became Pakistan’s leading logistics service provider. It highlights how and when TCS acquired different logistics and other value-adding capabilities and how these capabilities, in turn, complimented the diverse logistics services that TCS offered to a wide variety of businesses. TCS had been offering a top-notch Express and Logistics service around Pakistan for 30 years. TCS started as a company providing secure distribution of letters and packages. Customers perceived TCS as a shipping solution provider for all their goods transportation needs which included parcels, documents, E-commerce products and even their groceries. Table 1 of the case study highlights that TCS had taken up some unique and new initiatives. TCS handled four main clientele areas: Corporate, Consumer, International and E-commerce. For consumer wing, TCS oversaw bookings of documents and parcels at the express centres, door-to-door containerized shipments, domestic and international air ticketing, visa application drop box facility for various countries and financial services in the form of insurance plans. On the corporate side, TCS provided warehousing and distribution, digital printing and bulk mail solutions. International and e-commerce both catered consumer and corporate segments. Over the last decade, TCS had established a warehousing and distribution wing and a mail management and printing facility. Other ventures and services that TCS offered were Visatronix, Hazir, Home Movers, E-COM, TCS Aviation, Mail Management System, Warehouse and Distribution, Intiana, Sentiments express and Octra. The case focusses on the decision of whether or not to run an ambitious new logistics service, that is, Hazir SubKuch (HSK), meant to deliver anything non-prohibited that a customer wanted, on a crowdsourcing model. In the proposed crowdsourcing model, after training and evaluation, anyone could assume the role of a customer service provider by connecting to the system remotely. Similarly, pickup and delivery jobs could be performed under an Uber-like model by anyone who owned a ride and had smartphone connectivity. The service was a brainchild of the new CEO, hired by the founder and chairman as part of the new management team to bring a fresh dynamism in the company.

THE IMPACT OF SERVICE QUALITY ON BRAND LOYALTY OF DTAC SELULER SERVICE USERS

2017 ◽  
Vol 9 (1) ◽  
Author(s):  
Debby Arisandi
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Service Provider ◽  
Brand Loyalty ◽  
Service Industry ◽  
Positive Impact ◽  
Relevant Literature ◽  
Field Research ◽  
Main Research ◽  
The Impact

<p>Purpose- In the GSM seluler telephony sector, the main condition for protecting the subscriber base is to win customer to be loyalty, a key necessity for the maintenance of a brand loyalty in the long term. To achieve this aim, service quality must be measured and identified. This paper’s aim is to measure the effects of service quality towards brand loyalty on DTAC seluler service provider. This study will explore the relationship between service quality and brand loyalty in the seluler service industry.</p><p>Design/methodology/approach- The main research target sample covered 200 seluler phone users in Prince of Songka University, Hatyai campus. Field research was conducted. The questionnaire was formed by a synthesis of existing constructs in relevant literature. Reliability tests, descriptive statistic, and regressions analyses were performed to both confirm scale reliability and answer the research questions. The data were analysed by moderated regression analysis to test the hypotheses.</p><p>Findings- The findings of this study show that an overall service quality directly affects brand loyalty. Network quality, customer service, pricing structure and billing system are the service quality dimensions that have significant positive influence on brand loyalty, which in turn has a significant positive impact on brand loyalty 43,5%. Therefore, it plays a crucial role in winning customer loyalty.</p><p>Originality/value- It is of great importance for seluler operators in a mature market such as that of Thailand, to understand what the drivers of brand loyalty are. The present study produced useful findings, which can be utilized by seluler service provider managers, in their effort to develop and implement successful brand loyalty strategies. With respect to the findings, pricing structure has the most importance than others dimensions of service quality which provides positive outcomes on brand loyalty, not only in the present but also in the future. So, the effect of pricing structure on brand loyalty becomes greater than the effect of others dimenstions of service quality. Therefore, any GSM operator who wishes to preserve its existing subscriber base should concentrate on winning its subscribers’ loyalty, especially for DTAC.</p>Keywords- Seluler Services, Brand Loyalty, Service Quality

Peranan Ombudsman Republik Indonesia Perwakilan Sumatera Utara Dalam Pengawasan Pelayanan Dinas Kependudukan dan Catatan Sipil Kota Medan

2019 ◽  
Vol 1 (1) ◽  
pp. 1-12
Author(s):  
Putri Ananda Sari ◽  
Abdul Kadir ◽  
Beby Mashito Batu Bara
Keyword(s):  
Service Provider ◽  
Qualitative Approach ◽  
First Report ◽  
The North ◽  
Supervision Process ◽  
The Republic ◽  
North Sumatra

This study aims to determine the role of the Ombudsman of the Republic of Indonesia in North Sumatra Representative in the Supervision of Population and Civil Registry Service in Medan City. This study uses a qualitative approach with descriptive methods describing information about the data obtained from the field in the form of written and oral data from the parties studied. Data is collected based on interviews and documentation. The results of this study indicate that the role of the Ombudsman of the Republic of Indonesia in North Sumatra was carried out in the form of external supervision. External supervision is supervision carried out by the Ombudsman of the Republic of Indonesia Representative of North Sumatra to the Medan Population and Civil Registry Service. Actions taken in the supervision process are incoming reports, follow-up of the first report and follow-up of the report. Based on the research that has been carried out, it has been concluded that the role of the Ombudsman of the Republic of Indonesia in the North Sumatra Representative in supervising the service provider of the Population and Civil Registry services is carried out in the form of external supervision. In supervising the handling of public reports of alleged poor service in the area of population administration, it has been effective, with several efforts to handle reports such as: (1) Clarification; (2) Investigation; (3) Recommendations; (4) Monitoring.

Mitigating Burnout Through Organizational Justice: Customer Support Workers’ Experiences of Customer Injustice and Emotional Labor

2021 ◽  
pp. 089331892110120
Author(s):  
Heewon Kim ◽  
Rebecca B. Leach
Keyword(s):  
Procedural Justice ◽  
Customer Service ◽  
Emotional Labor ◽  
Call Center ◽  
Service Industries ◽  
Interpersonal Justice ◽  
Negatively Associated ◽  
Customer Support ◽  
Decision Making Processes

Employee burnout is a critical organizational concern that can be prevalent among customer support workers whose day-to-day tasks inherently include emotional labor. This study examines emotional labor and burnout among call center workers in customer service industries, specifically focusing on the influences of injustices from customers and supervisors. The findings demonstrate that: (a) customer injustice was associated with an increase in emotional labor, which in turn exacerbated customer support workers’ disengagement and exhaustion; (b) interpersonal justice perceived in the interactions with supervisors was negatively associated with disengagement; and (c) procedural justice perceived in supervisors’ decision-making processes was also negatively associated with disengagement. The findings indicate the mitigating role of interpersonal and procedural justice in reducing burnout among customer support workers.

Institutions, Models of Capitalism and Inequality in Income Distribution: An Empirical Investigation

2017 ◽  
Vol 17 (3) ◽  
pp. 651-685 ◽  
Author(s):  
Gilberto Antonelli ◽  
Pinuccia P Calia ◽  
Giovanni Guidetti
Keyword(s):  
Income Inequality ◽  
Income Distribution ◽  
Empirical Investigation ◽  
Econometric Evidence ◽  
Definition Of ◽  
The Empirical Analysis ◽  
Statistical Indicators ◽  
Different Levels

Abstract The article analyses the role of institutions in the determination of income inequality in a sample of OECD countries. Basing on the seminal approach by Amable, the article discusses the theoretical definition of model of capitalism. The basic idea is that each model of capitalism is defined by the cobweb of complementary relationships established among different institutions. Using a set of statistical indicators of the operation of institutions in two different years, 1995 and 2010, the empirical analysis points out five models of capitalism and exhibits how their composition has changed in this lapse of 15 years. In the following sections of the article, we investigate the role played by the model of capitalism in the determination of income distribution, measured through a standard Gini index. After controlling for a set of variables, the econometric evidence shows that different models of capitalism present significantly different levels of income inequality.

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