Solicitors and Customer Care

1996 ◽  
Vol 16 (1) ◽  
pp. 21-34 ◽  
Author(s):  
C.A. Witt ◽  
H.M. Stewart
Keyword(s):  
Customer Care

BANKACILIKTA MÜŞTERİ İLİŞKİLERİ YÖNETİMİNİN MÜŞTERİ SADAKATİNE ETKİSİ

2015 ◽  
Vol 3 (1) ◽  
Author(s):  
Fikret GÜMÜŞBUĞA
Keyword(s):  
Customer Loyalty ◽  
Random Sampling ◽  
Management System ◽  
Care Management ◽  
Sampling Method ◽  
Simple Random Sampling ◽  
Face To Face ◽  
Descriptive Research ◽  
Customer Care ◽  
Research Type

This study mainly focuses on customer care management and customer loyalty. Even though there are many experiential studies about customer care management and customer loyalty system, the lack of studies on customers in Karabük and Safranbolu locally, has leaded to focus on this study. Thus, this study mainly focuses on the influence of customer care treatments of banks in Karabük and Safranbolu on customer loyalty. Descriptive research type was used in the study. In this study simple random sampling method was used which is one of the probability sampling method, face to face surwey to all 726 participants was used for the study. As the result of the experiential study, the attendance and influence of customer care management and loyalty systems have been comparatively low, but it has been figured out that customer care management system influences customer loyalty level.

THE IMPACT OF CUSTOMER SERVICE OF MEXICAN COMPANIES BASED ON CUSTOMER CARE

ATLAS JOURNAL ◽  
2018 ◽  
Vol 4 (8) ◽  
pp. 200-214
Author(s):  
Jose G. VARGAS HERNANDEZ
Keyword(s):  
Customer Service ◽  
Customer Care ◽  
The Impact

EXPRESS: Complaint Publicization in Social Media

2021 ◽  
pp. 002224292110021
Author(s):  
Alireza Golmohammadi ◽  
Taha Havakhor ◽  
Dinesh K. Gauri ◽  
Johann Joseph Comprix
Keyword(s):  
Social Media ◽  
Firm Value ◽  
Positive Impact ◽  
Past Research ◽  
Response Strategy ◽  
Specific Response ◽  
Customer Care ◽  
Complaint Handling ◽  
Social Media Platforms ◽  
Firm Responses

Firms are increasingly turning to social media platforms for complaint handling. Past research and practitioners’ reports highlight the benefits of complaint handling on social media, urging firms to provide prompt and detailed responses to complaints. However, little research has explored the possible drawbacks of such practices, especially when responses inadvertently further publicize complaints. Utilizing two unique data sets in a series of observational and quasi-experimental analyses, this research provides the first evidence of complaint publicization in social media, a phenomenon in which firm responses to complaints on popular social media platforms increase the potential public exposure of complaints. This negative effect can outweigh any positive customer care-signaling impact from firm responses. The authors show that a response strategy that engenders a high level of complaint publicization – e.g., providing detailed responses through multiple communication exchanges with a complainant – could negatively impact perceived quality and firm value, diminish the positive impact of a firm’s own posts, and increase the volume of future complaints. Additional analyses reveal that these adverse impacts are stronger for firms that are targeted by retail investors. The authors also uncover specific response strategies and styles that could mitigate these effects.

Organisational Culture, Politics and Ideology: Understanding Customer Care

1992 ◽  
Vol 15 (5/6) ◽  
pp. 33-34
Author(s):  
Eric Harrison ◽  
Mick Marchington
Keyword(s):  
Organisational Culture ◽  
Customer Care

The Effects of Prepaid Metering Systems on Customer Satisfaction in Niger State, Nigeria

2021 ◽  
Vol 2 (2) ◽  
Author(s):  
Ayooluwa Femi Aribisala ◽  
Musa Mohammed
Keyword(s):  
Customer Satisfaction ◽  
Regression Models ◽  
Response Rate ◽  
Spearman Correlation ◽  
Electricity Use ◽  
Customer Care ◽  
Level Of Satisfaction ◽  
Multiple Regression Models ◽  
The Relationship ◽  
Structured Questionnaire

Energy consumers in Nigeria have long complained about Distribution Companies' unfair billing practices, exorbitant monthly electricity bills resulting from meter estimation rather than accurate meter reading and calculation based on uninterrupted electricity use. The objectives of the study were to establish the relationship between the prepaid metering system and customer satisfaction; and to evaluate the level of satisfaction with respect to the usage of the prepaid metering system in Niger State, Nigeria. In carrying out the study, the structured questionnaire was administered to 393 randomly chosen respondents drawn from prepaid meter users, out of which 344 responded generating a response rate of 87.5%. The data derived were subjected to spearman correlation and multiple regression models. The major findings from the study showed a significant, moderate and positive relationship between the prepaid metering system and customer satisfaction. Additionally, three significant predictors, Affordability, Availability and Flexibility with p < .01 are statistically significant. Further findings from descriptive statistics revealed that users had the highest level of satisfaction with the privacy they had as a result of no meter readers and no accumulated. The study concluded that there exist a positive and beneficial link between the prepaid metering system and customer satisfaction. The study therefore recommends the provision of a smart metering system, good customer care units and a marketing campaign for better knowledge of the prepaid metering system.

THE QUALITY OF HOTEL PERFORMANCE (The Effectiveness and Efficiency)

1999 ◽  
Vol 5 (1-2) ◽  
pp. 145-160
Author(s):  
Ivanka Avelini Holjevac ◽  
Ana Marija Vrtodušić
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Hospitality Industry ◽  
Management Systems ◽  
Business Success ◽  
Quality Management Systems ◽  
Customer Care ◽  
Hotel Performance ◽  
Effectiveness And Efficiency

Service quality has been a major preoccupation of the hospitality industry throughout the 1980s and the early 1990s. Quality management systems have been clearly identified as a means of increasing the professionalism and social competence of staff, while developments such as customer care programs and quality teams have produced notable improvements in the effectiveness and efficiency. Starting from the main economic goal of making profit in each enterprise, it is necessary to measure and to evaluate effectiveness and efficiency. The aim of this paper is to emphasize the importance and necessity of measuring two aspects of the quality of business success: effectiveness (hotel market success) and efficiency (hotel economy). The paper defines effectiveness and efficiency as well as key ratios for measuring and evaluating those two aspects of quality of business success.

Assessment of establishment results of social work units among some hospitals in Vietnam for the period 2011-2020

2021 ◽  
Vol 66 (1) ◽  
pp. 118-125
Author(s):  
Nam Pham Tien
Keyword(s):  
Social Work ◽  
Human Resources ◽  
Resources Allocation ◽  
Ministry Of Health ◽  
Customer Care ◽  
Study Results ◽  
Current Context ◽  
Work Units ◽  
Initial Target

To gradually professionalize social work in hospitals, the establishment of social work units in hospitals is necessary in Vietnam's current context. The study's objective was to evaluate the establishment results of social work units among some hospitals in Vietnam for the period 2011-2020. The study was conducted from December 2019 to March 2020, with 503 hospitals, including hospitals at the central, provincial, and district levels nationwide. Our findings showed that the establishment prevalence of social work units among some hospitals was relatively high (exceeding the initial target). Human resources on social work were why some hospitals have not yet established social work units (accounting for the highest prevalence with 65.0%). The study results also showed that the larger the number of planned beds, the higher the establishment prevalence of social work units. There were four parts under social work units, including the patients’ support (59.6%), the communication (44.9%), the mobilization and resources allocation (40.8%), and the customer care (44.1%). The study also gave some suggestions to the Ministry of Health to establish social work units to be more effective in the coming time at some hospitals nationwide.

scholarly journals Consumer Satisfaction on Online Services in Kosovo

2019 ◽  
Vol 22 (s2) ◽  
pp. 39-53
Author(s):  
Besim Beqaj ◽  
Arta Krasniqi ◽  
Valon Beqaj
Keyword(s):  
Consumer Satisfaction ◽  
Consumer Behaviour ◽  
Price Level ◽  
Care Delivery ◽  
Demographic Variables ◽  
Delivery Time ◽  
Online Services ◽  
Independent Variables ◽  
Customer Care ◽  
The Impact

Abstract This paper aims to analyse and examine consumer behaviour based on different variables (age, gender, level of education, income, customer care, delivery time), and the impact of those variables on consumer satisfaction on domestic and foreign online services in Kosovo. The data represented in the paper have been collected on 2017 and 2019. The majority of demographic variables (except gender and income) as independent variables have shown to be significant in explaining consumer satisfaction from online services. On the contrary, the level of customers’ gender and income have shown to be statistically insignificant (p=0.143 and p=0.264 respectively; where α=5%). In addition, income has shifted from being insignificant in 2017 to significant in 2019. It can be inferred that the strongest correlation has shifted towards the price level of the 4 P’s of Marketing with total customer satisfaction from online services (r=.996), followed by customer care (r=.990).

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