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.

scholarly journals Peran E-Servqual Dalam Customer Engagement

2019 ◽  
Vol 15 (1) ◽  
pp. 36-42
Author(s):  
Nadia Sasmita Wijayanti
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Customer Engagement ◽  
Online Service ◽  
Market Leader ◽  
The Right ◽  
Modern Era

Sejumlah brand sukses menempatkan diri di hati konsumen, namun banyak pula yang gagal. Keberhasilan brand memikat hati customer berarti sukses menjalin hubungan dengan customer. Perlu cara dan startegi yang tepat agar brand mampu memikat kosumen dan keluar sebagai market leader. Dalam menjalankan bisnis dan memberikan pelayanan konsumen perlu memperhatikan keinginan konsumen. Di era serba modern dan informasi tanpa batas, bermunculan marketplace dan perusahaan eksponensial, menyebabkan keinginan konsumen untuk dilayani serba cepat dan ringkas. Kualitas jasa layanan online yang maksimal akan menciptakan customer loyalty yang berujung pada customer engagement. Kata kunci: E-servqual, Kualitas layanan jasa online, customer loyalty, customer engagement.  Abstract: The Role of E-Servqual in Customer Engagement. A number of brands successfully place themselves in the hearts of consumers, but many also fail. The success of the brand captivates the customer means successful relationship with the customer. Need the right way and strategy so that the brand can attract consumers and come out as the market leader. In running a business and providing customer service, it is necessary to pay attention to consumer desires. In the modern era and unlimited information, emerging marketplaces and exponential companies, cause consumers to be served quickly and concisely. The maximum quality of online services will create customer loyalty which leads to customer engagement. Kata kunci: E-servqual, Online Service Quality, customer loyalty, customer engagement.

Customer reciprocity in greening: the role of service quality

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Debarati Basu ◽  
Kamalika Chakraborty ◽  
Shabana Mitra ◽  
Nishant Kumar Verma
Keyword(s):  
Service Quality ◽  
Price Competition ◽  
Emerging Market ◽  
Maximum Growth ◽  
Customer Engagement ◽  
Content Type ◽  
Key Stakeholders ◽  
Business To Consumer ◽  
Operational Processes

Purpose Firms are increasingly making customers key stakeholders in their greening processes, requiring them to voluntarily use their resources to benefit the firm. In this context, this paper develops a new construct – tangible customer citizenship behaviour (CCB), i.e. voluntary participation of customer in operational processes of the company beyond normal requirements of exchange. This requires more involvement than the already documented intangible CCB. The purpose of the paper is to then explore whether service quality (SQ) (online and offline) influences such voluntary customer reciprocity in greening. Design/methodology/approach This study used a virtual survey among 400 customers of e-commerce firms that have adopted greening practices requiring customer engagement and regressions were used to test the hypotheses. Findings The authors find that both online and offline SQ positively impact intangible CCB but have no impact on customer greening reciprocity (tangible CCB). Additionally, the authors find that offline SQ positively impacts customer greening awareness. However, in spite of the presence of greening awareness and display of intangible CCB, SQ does not have any impact on greening reciprocity. Originality/value This study introduces to literature a more tangible form of voluntary behaviour on the part of the customer, i.e. tangible CCB or reciprocity. To the best of the authors’ knowledge, it is also one of the first to study the customer as an important stakeholder and participant in a business-to-consumer firm’s operating processes, particularly in greening which has no direct impact on the firm’s core offering. The focus on greening in the Indian context is also novel given the greening costs and requirements and the price competition are very different in emerging market contexts where e-commerce firms are experiencing the maximum growth.

The Antecedents and Consequences of Customer Engagement: An Exploratory Study on the Mobile Business in Thailand

2016 ◽  
Vol 17 (2) ◽  
pp. 41-58
Author(s):  
Theingi ◽  
Suchira Phoorithewet ◽  
Yunmei Wang ◽  
Sikankaew Panthongprasert
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Exploratory Study ◽  
Mobile Network ◽  
Switching Behavior ◽  
Customer Engagement ◽  
Buying Behavior ◽  
Mobile Business ◽  
Antecedents And Consequences

This study explores the antecedents and consequences of customer engagement behaviors in the Thai mobile network business. This study found that the approach to switching behavior and cross-buying behavior is connected to customer loyalty behaviors. However, the spending behaviors of customers may not be a good indicator of customer loyalty in the mobile network business because those who do not have the intention to switch to another brand do not necessarily increase their spending. In addition, most respondents are concerned with competitive promotional packages, which influence customer engagement behaviors. Hence, it was proposed that service quality and competitive promotional packages are antecedents to customer engagement behaviors and all these factors are important in explaining customer loyalty toward mobile network providers in Thailand.

scholarly journals Interlinking Service Delivery Innovation And Service Quality: A Conceptual Framework

2015 ◽  
Vol 31 (5) ◽  
pp. 1807 ◽  
Author(s):  
Arif Mohammad Arshad ◽  
Qin Su
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Conceptual Framework ◽  
Customer Service ◽  
Service Organizations ◽  
Antecedents And Consequences ◽  
Improve Service Quality ◽  
The Relationship ◽  
Service Managers

The purpose of writing this paper is to present the relationship between service delivery innovation and service quality in service organizations and to establish a research conceptual framework about this relationship. There are few studies that illustrate the relationship between service delivery innovation and its impact on service quality. This paper theoretically examines the antecedents and consequences of service delivery innovation and its influence on service quality. Authors suggest that customer service is an important mediator between service delivery innovation and service quality which affects the service quality of a firm. The recommended framework and its relationships with service quality present practical guidance for service managers to observe their service delivery in an effort to improve service quality by delivering superior customer service for their customers in a distinctive manner that leads to enhances firms competitiveness.

How Service Quality Influences Customer Acceptance and Usage of Chatbots?

2020 ◽  
Vol 4 (1) ◽  
pp. 35-51 ◽  
Author(s):  
Lars Meyer-Waarden ◽  
Giulia Pavone ◽  
Thanida Poocharoentou ◽  
Piyanut Prayatsup ◽  
Maëlis Ratinaud ◽  
...  
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Airline Industry ◽  
Theoretical Framework ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Perceived Ease Of Use ◽  
Customer Acceptance ◽  
Utilitarian Value ◽  
Economic Transaction

The present study aims to investigate consumers’ acceptance of and intention to reuse a chatbot in the context of automated customer service in the airline industry. In particular, we identify the most valuable factors that affect acceptance of an intention to reuse a chatbot by integrating the theoretical framework SERVQUAL. The main results show that reliability and perceived usefulness are the most important criteria that affect the intention to reuse the chatbot. Contrary to our expectations, empathy does not have any significant effect. The study suggests that in the case of an interaction with a chatbot for a purpose that may involve an economic transaction, customers prefer the chatbot for its utilitarian value, as reliability and usefulness are considered to be more important than empathy. Moreover, tangible elements play an important role in increasing the perceived ease of use.

scholarly journals Antecedents and consequences of customer engagement: A case study of Saudi airline industry

2021 ◽  
Vol 17 (3) ◽  
pp. 30-44
Author(s):  
Hawazen Alamoudi ◽  
Majed Alharthi
Keyword(s):  
Service Quality ◽  
Airline Industry ◽  
Structural Equation ◽  
Customer Engagement ◽  
Equation Modeling ◽  
Electronic Survey ◽  
Behavior Intentions ◽  
Antecedents And Consequences ◽  
The Relationship

The main aim of this study is to examine the antecedents and consequences of consumer engagement in the Saudi airline industry. In total, 403 usable responses were collected using an electronic survey. The study respondents include airline travelers who are living in Saudi Arabia. The survey data were examined using structural equation modeling (SEM) to verify the theoretical model. The major study findings suggest that a positive correlation is found between online brand experience, brand love, and customer engagement. Moreover, customer engagement is positively associated with repatronage intention. In addition, the moderating results show that service quality has a moderating influence on the relationship between customer engagement and repatronage intention. As a consequence, the findings indicate the existence of service quality and its role in determining customer behavior intentions. This study also offers a great understanding of the interaction between the important factors. Thus, they may be utilized as a guideline for managing air traveling and improving airline sales in the country.

scholarly journals THE IMPACTS OF ROBOTS AND ARTIFICIAL INTELLIGENCE ON SERVICE QUALITY IN THE HOTEL INDUSTRY

2020 ◽  
Vol 3 (2) ◽  
pp. 163-170
Author(s):  
Suzana Marković ◽  
Sanja Raspor Janković ◽  
Vedran Zubović
Keyword(s):  
Artificial Intelligence ◽  
Service Quality ◽  
Customer Service ◽  
Hotel Industry ◽  
Service Operations ◽  
Service Robots ◽  
High Tech ◽  
Extensive Literature ◽  
Technological Characteristics ◽  
Wide Range

Service robots and artificial intelligence promise to improve the service quality. Robotics in combination with rapidly improving technologies like artificial intelligence, bring opportunities for a wide range of innovations that have the potential to change service quality in hotel industry. Based on an extensive literature review, this article presents the acceptance of service robots in hotel industry. The paper acknowledges that the adoption of the robots and artificial intelligence on service quality is focused on the challenges of technological characteristics, customers’ readiness and practical effectiveness of the business. The study provides a comprehensive and systematic review of robots and AI concepts in a hotel industry and examines their impacts on service quality. The hotel industry future is going to be affected with high-tech tourism companies offering robot-automated services which rely on guidance to adopt and integrate robotics into their customer service operations.

scholarly journals The Impact of E-Service Quality On Customer Engagement, Customer Experience and Customer Loyalty in B2c E-Commerce

2021 ◽  
Vol 12 (3) ◽  
pp. 3170-3184
Author(s):  
Jacinda Sukendia, Nanang Harianto Et.al
Keyword(s):  
Theoretical Model ◽  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Customer Engagement ◽  
Website Design ◽  
Research Model ◽  
Two Factors ◽  
Main Dimension ◽  
The Impact

The purpose of this research is to examine the correlation of e-service quality, customers’ experience, customers’ engagement, and customers’ loyalty within B2C e-commerce. This paper describes a theoretical model for investigating the main dimension that influences on e-service context for loyalty: website design, fulfillment/reliability, customer service and security/privacy. Survey data were collected from 205 respondents who had made transactions through B2C e-commerce website in the last six months. The partial least squares technique was applied to test the research model. Based on the theoretical model, a comprehensive set of hypotheses were formulated and a methodology for testing them was outlined. These hypotheses were tested empirically to demonstrate the applicability of the theoretical model. The results indicate that customer experiences are influenced by e-service quality, customer engagement alongside with loyalties with B2C E-commerce. Meanwhile the other two factors, customer engagement and e-service quality were not influential to customer loyalty. This study offers a new understanding of customer loyalty in B2C e-commerce..

Fine Particle Mass Monitoring with Low-Cost Sensors: Corrections and Long-Term Performance Evaluation

2019 ◽  
Author(s):  
Carl Malings ◽  
Rebecca Tanzer ◽  
Aliaksei Hauryliuk ◽  
Provat K. Saha ◽  
Allen L. Robinson ◽  
...  
Keyword(s):  
Performance Evaluation ◽  
Fine Particle ◽  
Low Cost ◽  
Particle Mass ◽  
Long Term Performance ◽  
Term Performance
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