A simulation system for evaluating customer service operations in telephone companies

2005 ◽  
Author(s):  
H. Immanaka ◽  
H. Satou ◽  
N. Ikeuchio
Keyword(s):  
Customer Service ◽  
Service Operations ◽  
Simulation System ◽  
Telephone Companies

scholarly journals Diunsa: An Entrepreneurial Family’s Digital Response to COVID-19

2021 ◽  
pp. 251512742110331
Author(s):  
Lauri Union ◽  
Carmen Suen ◽  
Rubén Mancha
Keyword(s):  
Customer Service ◽  
Family Business ◽  
Service Operations ◽  
State Of Emergency ◽  
Supply Chain Disruptions ◽  
Online Retail ◽  
External Resources ◽  
The Third ◽  
The Family ◽  
Brick And Mortar

On March 15, 2020, in response to the Covid-19 pandemic, the Honduran government unexpectedly announced a state of emergency and mandated immediate closure of all businesses. Diunsa closed its six stores. The family-owned retailer had anticipated supply chain disruptions, stocked from alternative suppliers, and formed a crisis management team. Now, to keep the business afloat during the unexpected closure and retain all its employees on the payroll, the company had to move sales from the brick-and-mortar stores to an incomplete online retail site. The third generation in the family business—the Faraj siblings, all in their 20’s—led the critical transition online and response to setbacks. As digital-native millennials, they helped improve the website, customer service, operations, and delivery in a short amount of time and using external resources and various technologies. As the situation stabilized, Diunsa’s leadership asked: How will Diunsa build on the momentum for digital transformation and turn its tactical actions into a digital strategy? How can we continue to tap into the leadership of our up-and-coming generation to achieve these goals?

Managing Online Customer Service Operations

2010 ◽  
pp. 1115-1128
Author(s):  
David Barnes ◽  
Matthew Hinton
Keyword(s):  
Customer Service ◽  
Business Processes ◽  
Service Operations ◽  
Service Encounter ◽  
The Internet ◽  
Human Being ◽  
Customer Contact ◽  
Computer Screen ◽  
Emotional Aspects ◽  
Use Of The Internet

This chapter investigates the implications of moving customer service operations online. Many organizations believe that e-business can provide opportunities to improve customer service operations by enabling them to get closer to the customer and enhance the customer contact experience. However, use of the Internet fundamentally changes the nature of a customer’s interaction with an organization, as the customer interacts with a computer screen rather than a human being. The online customer service encounter within the business processes of ordering and delivering was investigated in eight companies. It was concluded that an enhanced experience was only likely if the emotional aspects of customer service are considered alongside the functional.

scholarly journals PENGARUH BAURAN PEMASARAN JASA TERHADAP KEPUASAN ANGGOTA KOPERASI SIMPAN PINJAM KARYA MURNI MEDAN

2019 ◽  
pp. 212-225
Author(s):  
Nawary Saragih
Keyword(s):  
Interest Rates ◽  
Customer Service ◽  
Linear Regression Analysis ◽  
Service Marketing ◽  
Service Operations ◽  
Marketing Mix ◽  
Coefficient Of Determination ◽  
Savings And Loans ◽  
Physical Evidence ◽  
Member Satisfaction

The purpose of this study was to determine the effect of the marketing mix of services on the satisfaction of members of the Cooperative Savings and Loans Work Purely Medan ". The type of research used is descriptive and quantitative. The research sample of 96 respondents with the method of sampling the maximum sampling error of the population is done randomly. The data needed is collected through a questionnaire. Data analysis method used is multiple linear regression analysis. The results obtained by the coefficient of determination (R2) of 0.979 means that the service marketing mix is able to explain the satisfaction of members in the Cooperative Savings and Loans Cooperative Medan of 97.9% and 2.1% again influenced by other factors not explained in this study. Regression equation Y = 1,464 + 0,696X¬1 + 1,179X2 + 0,562X3 + 0,471X4-0,366X5 + 0,150X6 + 0,389X7-0,401X8 + ε. F test, where the significant level of 0.000 is smaller than the significant standard of 5% or 0.05, where the F-count is 511,235> F-table is 1.96, it can be concluded that the marketing mix of services has a positive and significant effect on Satisfaction of members of the Savings and Credit Cooperative Karya Murni Medan. T test, stated that product variables, price, place, promotion, and service operations have a positive and significant effect on member satisfaction. Physical evidence variable has positive effect, but it is not significant. The variable person / employee and customer service has a negative effect, but it is significant on member satisfaction. Suggestions, product variables, prices, places, promotions, and service operations have a positive and significant effect on member satisfaction needs to be maintained for member satisfaction. Variable people / employees, and customer service when viewed from the equation of negative regressions, then to overcome them needed improvements to the members' skills, neatness and politeness as well as attractive appearance of employees. Variable physical evidence to be more significant to overcome it requires improvements in the speed of service, speed of information provision, transparency in organizing the Annual Member Meeting and transparency in the election process of the board to achieve member satisfaction. Reviewing the entire system of service marketing mix variables that are member complaints in terms of loan interest rates offered, the length of time between an application and loan disbursement, the mismatch of the loan amount and approved, the amount of administrative costs and the burden of fines on loans.

Managing Online Customer Service Operations

2010 ◽  
pp. 1-19
Author(s):  
David Barnes ◽  
Matthew Hinton
Keyword(s):  
Customer Service ◽  
Business Processes ◽  
Service Operations ◽  
Service Encounter ◽  
The Internet ◽  
Human Being ◽  
Customer Contact ◽  
Computer Screen ◽  
Emotional Aspects ◽  
Use Of The Internet

This chapter investigates the implications of moving customer service operations online. Many organizations believe that e-business can provide opportunities to improve customer service operations by enabling them to get closer to the customer and enhance the customer contact experience. However, use of the Internet fundamentally changes the nature of a customer’s interaction with an organization, as the customer interacts with a computer screen rather than a human being. The online customer service encounter within the business processes of ordering and delivering was investigated in eight companies. It was concluded that an enhanced experience was only likely if the emotional aspects of customer service are considered alongside the functional.

Robotics for Customer Service: A Useful Complement or an Ultimate Substitute?

2019 ◽  
pp. 109467051987888 ◽  
Author(s):  
Li Xiao ◽  
V. Kumar
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Service Operations ◽  
Customer Engagement ◽  
Service Characteristics ◽  
Customer Acceptance ◽  
Business To Consumer ◽  
Antecedents And Consequences ◽  
Long Term Performance ◽  
Term Performance

We propose a conceptual framework that includes the antecedents and consequences of firms’ adopting and integrating robotics into their customer service operations. Drawing insights from literature on customer service, technology marketing, and computer science, our proposed framework elaborates on the concept of the degree of robotics adoption (DRA) as well as the antecedents (employee acceptance of robots and customer acceptance of robots) and multiple sequential consequences (service quality, customer long-term performance, and customer engagement) of DRA. We also discuss how the nature of the firm (Business to Consumer versus Business-to-Business, i.e. B2C vs. B2B), service characteristics (utilitarian vs. hedonic), and brand positioning (low equity vs. high equity) might moderate the relationship between DRA and service quality. Further, we provide actionable guidance for managers to adopt and integrate robotics into their customer service operations.

Applying the Lessons of Quality Customer Service in Public Organizations

1996 ◽  
Vol 1 (2) ◽  
pp. 185-194 ◽  
Author(s):  
William M. Leavitt
Keyword(s):  
Public Sector ◽  
Customer Service ◽  
High Performance ◽  
Service Operations ◽  
Organizational Structures ◽  
Frontline Employees ◽  
Compensation Plans ◽  
Organization Model ◽  
Service Personnel ◽  
Service Strategies

This article is concerned with the development of productive, high-quality customer service operations. It focuses on key areas related to service quality in the public sector: customer service strategies, organizational structures, and organizational systems. The effect of organization vision and values on the development of customer service strategies is explored, and the use of a high-performance organization model is proposed. In terms of organization structure, this article focuses on the implications and effect of using work teams in customer service operations. The organization systems reviewed specifically involve the selection and hiring of customer service personnel as well as compensation plans for frontline employees. There are other important administrative systems, but these activities play key roles in the performance and productivity of public-sector customer service personnel.

scholarly journals Application of TQM for Customer Service in Relationship Marketing

2016 ◽  
Vol 5 (3) ◽  
pp. 479
Author(s):  
Fasil Taddes
Keyword(s):  
Relationship Marketing ◽  
Customer Service ◽  
Service Operations ◽  
Marketing Strategies ◽  
Exploratory Research ◽  
Customer Needs ◽  
Customer Base ◽  
Mediating Role ◽  
The Relationship ◽  
Satisfactory Manner

<div><p><em>One of the contributions of TQM is the consideration of customers as integral part of the business. Meanwhile, modern marketing practices call for greater focus on relationship marketing. Although research shows that TQM plays a mediating role in marketing, clear mediating role has not been established. This research tries to investigate the areas where TQM plays the mediating role in relationship marketing. To achieve this, an inductive exploratory research is done by taking 10 different companies that have applied TQM for customer service operations. The result shows that TQM is used to address different customer base needs in equal and satisfactory manner by developing appropriate strategies aligned to the different customer needs. The main mediating role played by TQM was the consideration of different customer spans in revolutionizing traditional marketing approaches to more customized and differentiated relationship marketing strategies. TQM is applied to strategically incorporate different customer needs into one marketing spectrum by strategizing the relationship marketing platform.</em></p></div>

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