Subtle Discrimination in the Service Sector

2017 ◽  
Vol 10 (1) ◽  
pp. 100-107
Author(s):  
Amanda A. Yazejian ◽  
Valerie J. Morganson ◽  
Andrea M. Cornelius
Keyword(s):  
Customer Service ◽  
Service Sector ◽  
Service Industry ◽  
Financial Service ◽  
White Female ◽  
Research And Practice ◽  
Subtle Discrimination ◽  
Service Specialist

A hotel concierge notices that her White female coworker earns higher tips from guests and wonders whether this disparity is attributable to race. A financial service specialist working at a bank considers whether his age is the reason why customers in need of consultation approach his younger coworkers more often. As these examples indicate, Jones, Arena, Nittrouer, Alonso, and Lindsey's (2017) multidimensional framework extends to customer service contexts. In the sections that follow, we contextualize and extend many of Jones et al.’s arguments to the customer service industry, providing implications for both research and practice.

scholarly journals Fintech and its challenge for banking sector

2021 ◽  
Vol 6 (1) ◽  
pp. 55
Author(s):  
Diyan Lestari ◽  
Basuki Toto Rahmanto
Keyword(s):  
Service Sector ◽  
Banking Sector ◽  
Service Industry ◽  
Rapid Development ◽  
Secondary Data ◽  
Digital Age ◽  
Financial Service ◽  
Innovative Strategy ◽  
Financial Transaction ◽  
And Performance

Abstract: The rapid development of technology has shifted consumer behavior which impact on business, including banking sector. It is expected that technology can be optimized to improve productivity and performance. In banking sector, technology plays important role to ease the financial transaction and minimize cost. In the digital age, most of individual activities are conducted by technology, including completing their financial transaction. Technology also helps to promote financial inclusion. Furthermore, the Covid-19 pandemic has leveraged the digital adoption into different level due to the social distancing practice. This study aims to investigate the fintech strategy to enter the financial service sector, and how bank response the fintech development. This study is a qualitative research which implemented depth interviews and content analysis. Moreover, this paper utilized both primary and secondary data in order to provide valid investigation. This study found that fintech is basically innovative, and promotes innovative strategy to enter the financial service industry, while banks have already prepared to compete in the digital age. Several strategies were formulated by banks to win the competition, including investing in software, hardware, and even in financial technology companies.       Kata kunci: fintech, banking, innovation

Co-creating value in post-communists contexts: capability perspective

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Maciej Mitrega ◽  
Vojtech Spacil ◽  
Gregor Pfajfar
Keyword(s):  
Customer Service ◽  
Service Sector ◽  
Service Industry ◽  
Point Of View ◽  
Organizational Capabilities ◽  
Institutional Setting ◽  
Service Firms ◽  
Open Market ◽  
Specific Context ◽  
Content Type

Purpose The purpose of this paper is to test what kind of value co-creation-related organizational capabilities may be applied in the specific context of the post-communist business-to-customer service industry in Poland and how these capabilities translate into service innovation success. Design/methodology/approach The research model with control variables was hypothesized in regard to the customer co-creation and specific institutional setting in post-communist Poland. The model was tested using survey data from Polish companies in the service sector. The variable indicators for customer co-creation capability were developed through a series of in-depth interviews with managers. Findings First, a service company’s organizational processes that leverage customer communication and enable this communication to be transformed as input into service innovations are distinct components that build complex customer co-creation dynamic capability. Second, customer co-creation capability by service firms positively and strongly influences firms’ innovation success, whereas this link is stronger in the cases of larger service companies. Originality/value This paper introduces the concept of “customer co-creation capability” and evaluates its implications in the specific context of Poland, a Central European market that transformed from a closed communist economy to an open, market-driven economy. A rich but dramatically changing history and culture present a unique opportunity to observe the changes in customer behavior, evaluated from the organizational point of view. For example, it presents how these unique customer features may be used by services companies to leverage their innovations.

scholarly journals Job Satisfaction and Organizational Commitment Among Customer Service Representatives at Call Centre Industry in Malaysia

2020 ◽  
Vol 6 (2) ◽  
pp. 154
Author(s):  
Noor Azlina Mohamed Yunus ◽  
Narazatul Akmal Mohamed Yunus ◽  
Marhani Mohamed Anuar
Keyword(s):  
Job Satisfaction ◽  
Organizational Commitment ◽  
Customer Service ◽  
Service Sector ◽  
Service Industry ◽  
Significant Proportion ◽  
Empirical Support ◽  
Strong Relationship ◽  
Call Centre ◽  
Front Line

The call centre is a service-intensive organization with a significant proportion of its employees working in direct contact with its customers. Given the nature of front line employees, job satisfaction is a serious issue in call centre as well as the service industry. The front line employees, like any other service sector employees, need to develop and maintain a strong relationship with its human resources for effective performance in assisting customers’ problems and inquiries.  Therefore, this paper formulates a framework postulating job satisfaction as an antecedent of organizational commitment in call centre industry.  The finding of this study should enrich the existing theories by providing additional evidence on the relationship between employees’ job satisfaction and organizational commitment especially for call centre industry.  Eventually, the findings provide empirical support to the concepts and theories that are currently discussed in the employees’ job satisfaction literature to be applied especially in the context of call centre perspective.

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

A Study on Determinants of Share Prices of Service Sector Companies

2013 ◽  
Vol 3 (2) ◽  
Author(s):  
Naresh Kedia
Keyword(s):  
Institutional Investors ◽  
Service Sector ◽  
Service Industry ◽  
Share Prices ◽  
Maximum Contribution

Service industry has maximum contribution to the GDP of India. The share prices of this sector have a significant impact on both retail and institutional investors. This study significantly shows the determinants of share prices of companies representing service industry. The objective of the study is to find relationship between different factors, effecting share prices (specifically in service sector). Determinants taken are EPS, DVS, P/E Ratio etc.

Low-Wage Women’s Experiences of Workplace Incivilities

2021 ◽  
pp. 193672442110147
Author(s):  
Katherine Tindell ◽  
Irene Padavic
Keyword(s):  
Customer Service ◽  
Service Sector ◽  
Food Service ◽  
Future Research ◽  
Income Loss ◽  
Service Workers ◽  
Bank Teller ◽  
Depth Interviews ◽  
Service Representative ◽  
Research And Policy

Workplace incivility, also called bullying, mobbing, and harassment, is pervasive and takes a high toll on employees. This study draws on 18 in-depth interviews with women in the precarious, low-wage, service sector in jobs such as customer service representative, retail sales, food service, pharmacy technician, and bank teller. Women service workers are a particularly vulnerable group, and yet most research on workplace problems of this type focus on professional women’s experience. We find that in this sample, most incivilities came from supervisors, followed by customers and then coworkers. Among supervisors, women were the most common perpetrators, while customer and coworker perpetrators were largely men. The type of incivility varied depending on role: Disparagement was common on the part of supervisors and customers, while coworkers were far more likely to engage in sexual harassment, which was virtually nonexistent among supervisors. Consequences for targets of these incivilities included anxiety, which most had experienced, and income loss. We offer suggestions for future research and policy.

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