Customer Relations

2020 ◽  
pp. 145-164
Author(s):  
Philippe D’Iribarne ◽  
Sylvie Chevrier ◽  
Alain Henry ◽  
Jean-Pierre Segal ◽  
Geneviève Tréguer-Felten
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Social Relations ◽  
Customer Relations ◽  
Cultural Background ◽  
Business Success ◽  
Business Transactions ◽  
Good Customer Service ◽  
Cultural Marketing ◽  
Business To Business

Everywhere customer satisfaction is crucial to business success. As a result, cross-cultural marketing has extensively studied the specific cultural expectations of customers regarding products and services. It has also investigated the influence of cultures on negotiation processes, especially in business-to-business transactions. However, the literature has overshadowed that what customer relations mean and how they are maintained vary across cultures. Three examples from China, France, and Côte d’Ivoire respectively illustrate different conceptions of customer relations. In each country, relations to customers make sense according to the prevailing forms of social relations. Providing, as well as obtaining, good customer service in each context requires an understanding of that specific cultural background.

Custom Service Support Management Information System

2014 ◽  
Vol 687-691 ◽  
pp. 4840-4843
Author(s):  
Huan Zhao ◽  
Qiu Hong Wu
Keyword(s):  
Information System ◽  
Customer Satisfaction ◽  
Customer Service ◽  
Social Relations ◽  
Management Information System ◽  
Corporate Image ◽  
The Internet ◽  
Management Information ◽  
Service Support ◽  
Internet Environment

In the era of the Internet as the core of globalization the interaction of enterprises, enterprises are faced with a series of thorny issues about how to make social relations resources into corporate sales and development resources. In the past Management strategy is from product-centric to customer-centric. If the companies want to survival and development, we must establish a good relationship with closely customers. By a good corporate credit, high quality products, quality service, to attract new and old customers to standardize the management, warm and caring, and efficient services to support management to maintain the loyalty of the old and new customers. In the Internet environment CRM is an important part of the customer service support management. Online customer service support for management information systems will be enterprise customer-facing portal. A comprehensive customer service support management information system can enhance the competitiveness of enterprises, increase sales, enhance corporate image. Customer service support management is to ensure customer satisfaction and customer interests. How to give full play to the advantage of customer service in the Internet environment to support management information system. And how to enhance customer service in the Internet environment to support the management interface of the customer satisfaction, improve the enterprise's customer retention will become an issue of concern. In the above context, customer service support management information system came into being. The system is provide feedback record inquiries and task allocation to provide customers with more personalized service to help companies achieve customer intelligence decision analysis.

scholarly journals The Impact of Interpersonal Communication toward Customer Satisfaction: The Case of Customer Service of Sari Asih Hospital

2018 ◽  
Vol 150 ◽  
pp. 05087
Author(s):  
Novalia Agung W. A.
Keyword(s):  
Customer Satisfaction ◽  
Interpersonal Communication ◽  
Customer Service ◽  
Private Hospital ◽  
Quantitative Approach ◽  
Perspective Theory ◽  
Loyal Customer ◽  
Good Customer Service ◽  
Theory Of Value ◽  
The Impact

Customer Service has a considerable role. In order to retain the loyal customer, their attitude should be friendly, courteous, patient, and willing to listen to what customer said. Good Customer Service should create customer satisfaction for it is the presence of customer determines the existence of the company. This condition is also true for hospital as it is the case of Sari Asih Hospital in Ciledug, Indonesia. Sari Asih Hospital is a private hospital whose average patients are more than 700 patients monthly. This study assume that the interpersonal communication might be the cause. In constructing the argument, this paper will use the Humanistic Perspective Theory and the Theory of Value Expectancy. Quantitative approach will be the method and the survey will use the accident sampling among customers. It was found that the Impact of Interpersonal Communication Sari Asih Hospital toward Customer Satisfaction is has possitive effect.

scholarly journals Customer satisfaction as a mediator between causes (trust and communication) and the outcome (customer loyalty) in business-to-business relationship marketing in the South African cement manufacturing industry

2015 ◽  
Vol 4 (3) ◽  
pp. 79-88 ◽  
Author(s):  
Phineas Mbango ◽  
Maxwell Agabu Phiri
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Manufacturing Industry ◽  
Methodological Approach ◽  
Structural Equations ◽  
Cement Industry ◽  
Theory And Practice ◽  
Business Success ◽  
Sequential Logic ◽  
Business To Business

Customer loyalty has become more relevant in the cement industry since the unbundling of the cartel system in 1994, the entrance of new competitors into the market and the effect of globalization. This study’s literature review reveals that there is limited published research in the Cement Industry, particularly in South Africa, which deals with customer loyalty management. The major objective of the study was to test satisfaction as a mediator between causes and outcome, the causes being trust and communication and the outcome being customer loyalty. The methodological approach followed was a survey and quantitative in nature. Data were collected from 362 major business-to-business cement customers throughout South Africa’s nine provinces using the face-to-face interview technique with self-administered questionnaires. The data collected in the empirical study were analysed using the structural equations modelling (SEM). The results show that in order to maintain customer loyalty, a cement supplier has to focus on strategies to build relationships on the basis of creating customer satisfaction and/or exceeding customer needs and wants. They also need to invest in enhancing customer trust and communication. Another important finding is that trust and communication have no direct effect on loyalty. Customer satisfaction is therefore the most important mediator as it leads to customer loyalty. Customer loyalty is crucial for business success in terms of repeat purchase, referrals (word-of-mouth marketing), retention and long-term profitability. There exists evidence from literature of an outcry for a need for future studies to examine causes and outcomes of satisfaction to specific industries. This study contributes to theory and practice by closing that gap, by providing a framework of causes and outcomes of satisfaction specifically aimed at the cement industry. Another contribution of this study is its examination of the sequential logic of causes and outcomes of satisfaction in business-to-business relationships in the cement industry. This study hopes to make a practical contribution in helping marketing managers of cement companies to come up with marketing strategies of ensuring customer loyalty

GHANAIAN AND KENYAN ENTREPRENEURS: A COMPARATIVE ANALYSIS OF THEIR MOTIVATIONS, SUCCESS CHARACTERISTICS AND PROBLEMS

2007 ◽  
Vol 12 (03) ◽  
pp. 295-322 ◽  
Author(s):  
HUNG MANH CHU ◽  
CYNTHIA BENZING ◽  
CHARLES MCGEE
Keyword(s):  
Comparative Analysis ◽  
Customer Service ◽  
Business Owners ◽  
Hard Work ◽  
Relationship Building ◽  
Business Success ◽  
Government Regulations ◽  
Business Ownership ◽  
Business Location ◽  
Good Customer Service

Three hundred and fifty-six entrepreneurs from Kenya and Ghana were surveyed to determine their motivation for business ownership, variables contributing to their business success, and the problems they encountered. Kenyan and Ghanaian entrepreneurs indicated that increasing their income and creating jobs for themselves were leading factors motivating them to become business owners. Hard work and good customer service were cited by both Kenyan and Ghanaian business owners as critical for their success. But, compared to the Kenyan entrepreneurs, Ghanaians weighed support from family and friends and external relationship building as more important. A weak economy is the most important problem preventing entrepreneurs of both countries from achieving their goals. Ghanaian entrepreneurs were more concerned about the inability to obtain capital, while Kenyan entrepreneurs were more concerned about government regulations and problems related to business location.

scholarly journals MANAJEMEN PELAYANAN ISLAMI DALAM MENINGKATKAN KEPUASAN KONSUMEN DI TOKO ALFA BAROKAH KECAMATAN GAYAM KABUPATEN SUMENEP

2021 ◽  
Vol 2 (2) ◽  
pp. 127-143
Author(s):  
Santi Ekawati ◽  
A. Muhyiddin Khotib
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Service Providers ◽  
Business Management ◽  
Weather Factors ◽  
Inhibiting Factor ◽  
Good Customer Service ◽  
The Creation

The creation of consumer or customer satisfaction can make a harmonious relationship between service providers and customers. Since the establishment of the Alfa Barokah store, the needs of the community on the island of Sapudi have begun to be easy and easy to shop in meeting their daily needs. Provide and serve all the needs of the community in order to obtain financial and strengthen business management that is oriented towards service and obtaining halal profits, providing good customer service, providing all products for consumer needs. The discussion in this study is as follows: How is Islamic Management in increasing customer satisfaction at the Alfa Barokah store, Gayam District, Sumenep Regency? And what are the inhibiting and supporting factors in increasing customer satisfaction at the Alfa Barokah store, Gayam District, Sumenep Regency? Based on the results of research and studies that have been carried out by researchers, it shows that 1) Alfa Barokah Stores have treated consumers Islamically such as applying smiles, greetings and greetings to customers, paying attention to appearance and keeping clothes neat, having good and polite employees, providing some facilities and infrastructure and also respects customers like a king. 2) The inhibiting factor for the Alfa Barokah store is the slow delivery of goods due to weather factors. While the supporting factor is applying the attitude of Compliance, Reability, Empathy to customers.

scholarly journals IPTEKS PELAYANAN PRIMA TERHADAP KINERJA BAGIAN KEUANGAN ATAS KLAIM DANA PENSIUN PT TASPEN (PERSERO) CABANG MANADO

2018 ◽  
Vol 2 (02) ◽  
Author(s):  
Mutia Larasati S. Midu ◽  
Sherly Pinatik
Keyword(s):  
Customer Satisfaction ◽  
Financial Performance ◽  
Old Age ◽  
Customer Service ◽  
Social Insurance ◽  
Pension Fund ◽  
Insurance Companies ◽  
Good Service ◽  
Good Customer Service

PT TASPEN (Persero) Manado Branch is a State-owned business entity whose task is to manage social insurance programs which in this case handle the pension fund and old age savings program. Then, in its service, PT TASPEN (Persero) certainly requires the existence of procedures that are implemented in order to achieve customer satisfaction. Good service in insurance companies is certainly very influential on the assessment of financial performance and the existence of companies in shutter outside the company. Influence on financial performance because in the implementation of its main duties the part that regulates the problem of claiming funds is the field of services and benefits, where the fields are directly related to customers. So it is very important that there is good customer service so that it can carry out its duties and responsibilities in accordance with the objectives of the company, which is to become a trusted, clean and healthy pension and THT social insurance provider.Keywords : Insurance, pension fund, Costumer Service

scholarly journals Improving Entrepreneurial Innovations for Sustaining Small Medium Hospitality Industry Growth in Ghana

2017 ◽  
Vol 5 (1) ◽  
pp. 224-228
Author(s):  
Adelaide Spio-Kwofie ◽  
Hu Xuhua ◽  
Michael Addai ◽  
Henry Asante-Antwi
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Hospitality Industry ◽  
Business Environment ◽  
Industry Growth ◽  
Customer Needs ◽  
Good Customer Service

This study talks about improving entrepreneurial innovations of small medium hospitality industry (SMHI) in other to sustain it growth in Ghana. Successful stories about SMEs exist but are rare and this causes pauses for concern. Many researchers have established that innovations bring several benefits in countries that are industrialized. Responses from SMHI managers/owners indicate they totally agree small medium hospitality industry is better in relation to one's determination to introduces new service styles and product, good customer service, innovative in selling/ marketing and confidence in trying new service styles. We therefore, recommend management step up their innovative abilities by taking pride in customer needs /customer satisfaction as this will earn small medium hotels new and repeat customers in a highly perishable and competitive business environment.

Tingkat Kepuasan Nasabah Pada Bank Syariah Mandiri Cabang Bogor

2019 ◽  
Vol 4 (2) ◽  
pp. 34
Author(s):  
Priyo Wismantoro ◽  
Fika Dwiyanti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantage ◽  
Customer Service ◽  
General Level ◽  
Customer Focus ◽  
Quality Improvements ◽  
Level Of Satisfaction

Business banking is a service business based on principles of trust and t5he customer is a major asset. Under conditions of business competition among banks strict bank that has resulted in only a competitive advantage (compatative advantage as well as a competitive advantage) who can reach the highest position in the eyes of cusmers or the public. Competitive advantage can be obtained from the quality of customer servicr, so the focus on customers (customer focus), responsive to the development of customer desires and continuously innovate is an acitivity that can be done to anticipate the cimpetitive conditions. In this case, the bank should always evaluate the quality of service given to customers and is reflected in the level of customer satisfaction obtained. Rate the quality of service branch of bank syariah mandiri bogor whole is still under service, because it still was below expectations, this is evident also that the general level of service is still not meeting customer expectations, because the level of hope (expectation0 the customer is generally higher than the level of performance (perfromance) or perception(perception)customer.        Empathy dimension of service quality dimensions are most critical or have any impact on the most powerful influence on the level of satisfaction. In this case, the willingness og bank syariah mandiri branch bogor provide individual attention in serving its clients is crucial. Empathy dimension attributes inclide individual attention, operational time , personal attention, giving interests, and understand the needs. These attributes is the main priority of service quality improvements are intensive and comprehensive.           Customer service strategy to be implemented by the management of bank syariah mandiri in perspective five dimensioris of service quality(tangibles, realiability,responsiveness, assurance and empathy) looks not optimal. In an effort to provide the best service (service excellence) and focus to the customer(customer focus), then the customer satisfaction can be obatained with significantly improved and the improvement of quality of serivice aspects and impticalions of the strategy need to be consldered

Internal Customer Satisfaction in Micro Small and Medium Enterprises (MSME): An Empirical Study

2016 ◽  
Vol 2 (2) ◽  
Author(s):  
Dr Alok Kumar Rai ◽  
Ms Vandana Pareek ◽  
Mr. Manish Yadav
Keyword(s):  
Human Capital ◽  
Customer Satisfaction ◽  
Empirical Study ◽  
Work Environment ◽  
Customer Service ◽  
Employee Satisfaction ◽  
Small And Medium Enterprises ◽  
Internal Customer ◽  
Medium Enterprises ◽  
Number Of Authors

There is hardly any organization today that would disagree with the notion that people are the indispensable asset of any organization, which endows it with significant competitive advantage. Internal Customer Satisfaction is an assessment of how contended the worker is with his job or work environment. Happy and satisfied workers are likely to produce more, take less leaves, and stay loyal to the company. The importance of human capital in MSMEs has been posited by a number of authors (e.g. Wells et al., 2003; Neace, 1999) and has been linked to important outcome variables including quality, customer service, and productivity (Penning; Edelman et al., 2002). This paper explores the various facets of employee satisfaction in MSME's of Varanasi.

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