Individual Differences in Task-Induced Stress in Customer Service Personnel

2000 ◽  
Vol 44 (17) ◽  
pp. 145-148 ◽  
Author(s):  
Gerald Matthews ◽  
Shona Falconer
Keyword(s):  
Individual Differences ◽  
Customer Service ◽  
Service Personnel ◽  
Induced Stress

Personality, Coping and Task-Induced Stress in Customer Service Personnel

2002 ◽  
Vol 46 (12) ◽  
pp. 963-967 ◽  
Author(s):  
Gerald Matthews ◽  
Shona Falconer
Keyword(s):  
Stress State ◽  
Customer Service ◽  
Big Five ◽  
Stress Responses ◽  
Task Demands ◽  
Big Five Personality ◽  
Subjective Distress ◽  
Service Personnel ◽  
Dispositional Coping ◽  
Induced Stress

This study investigated predictors of stress responses in customer service personnel working for a major telecommunications company. 91 participants performed a simulation of their work task. They were presented with telephone inquiries, and tested for their knowledge of the correct response. Several findings of a previous study (Matthews & Falconer, 2000) were replicated. Performing the task appeared to be intrinsically stressful, as evidenced by a large magnitude increase in subjective distress. Individual differences in stress state were related to strategy for coping with task demands. The ‘Big Five’ personality traits were compared with measures of dispositional coping style as predictors of subjective stress state. Coping measures added significantly to the variance in stress state explained by the Big Five. Emotion-focused strategies such as self-criticism appeared to be especially damaging in the customer service context. Coping measures might be used by organizations to select operators likely to be resistant to task-induced stress.

Goal orientation, stress, and job attitudes among customer service personnel

2004 ◽  
Author(s):  
Vincent J. Fortunato ◽  
Kellie M. Baker ◽  
Andrew M. Goldblatt ◽  
Sam T. Hunter
Keyword(s):  
Goal Orientation ◽  
Customer Service ◽  
Job Attitudes ◽  
Service Personnel

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 A Study on the Concept of Employees Customer Orien-tation and its Impact on Competence Development

2018 ◽  
Vol 7 (4.24) ◽  
pp. 46
Author(s):  
Thaya Madhavi ◽  
Rajesh Mehrotra
Keyword(s):  
Customer Service ◽  
Major Element ◽  
Customer Orientation ◽  
Technical Problem ◽  
Competence Development ◽  
Great Success ◽  
Business Firm ◽  
Problem Solving Skills ◽  
Service Personnel ◽  
Operational Level

It is thought world over that customer orientation of employees needs to corporate success. It constitutes the major element of customer service thrown open by customer oriented service personnel to decide upon the great success of the business firm. Customer oriented service personnel are bestowed with communication, technical, problem solving skills, personality traits and commitment. Anticipating customer wishes and these in advance, and to act accordingly by customer oriented service personnel is a pivotal factor for the progress of an organization. This paper intends to study the concept of operational level employees orientation towards customers and its implication for competence development.

scholarly journals APPLICATION OF CRM-SYSTEMS IN MARKETING ACTIVITY AND TRANSPORT SERVICE PERSONNEL MANAGEMENT

2018 ◽  
pp. 199-206 ◽  
Author(s):  
Liuba Turchyn ◽  
Victor Ostroverhov
Keyword(s):  
Personnel Management ◽  
Customer Service ◽  
Marketing Activity ◽  
Transport Service ◽  
Labor Costs ◽  
Service Personnel ◽  
Advantages And Disadvantages

Introduction. CRM-systems are considered in the research. The peculiarities of their application in marketing activity and transport enterprises personnel management are analyzed. The main advantages and disadvantages of introduction of above mentioned systems in practice are revealed. The main elements of CRM-systems are differentiated. It allows understanding their role in marketing and managing the personnel of the transport enterprise. Purpose. The article aims to study the problem of marketing activity development, using modern marketing tools. It has enabled to increase the competitiveness of the transport company in the market. Results. The introduction of electronic CRM-systems has been grounded. The application of complex transition of the transport enterprise to the new policy of development, which is customer-oriented, will allow providing improvement of the quality of customer service, reducing labor costs for maintenance and improving the management of the personnel of the transport enterprise as a whole.

scholarly journals 38. Incidence and Nature of Complaints Received in an Urban Fire Rescue System

1996 ◽  
Vol 11 (S2) ◽  
pp. S30-S30
Author(s):  
Todd J. LeDuc ◽  
William E. Goellner ◽  
Nabil El Sanadi
Keyword(s):  
Customer Service ◽  
Full Time ◽  
Medical Assistance ◽  
Service Personnel ◽  
Customer Complaints ◽  
Patient Complaints ◽  
Urban Fire ◽  
Actual Care ◽  
Rescue System ◽  
Study Inclusion

Objective: To determine the frequency and nature of patient complaints in a large urban Fire Rescue system.Methods: A two year retrospective review of all unsolicited patient complaints received from any source either internal or external, through our full-time customer service personnel. All customer complaints, concerns and interactions are documented on an interaction form which we reviewed. All complaints were resolved with disposition related to the customer prior to our retrospective study inclusion.Results: During the study period our Fire Rescue system responded to a total of 169,651 calls for medical assistance. Our division customer service personnel received a total of 87 unsolicited customer complaints (n = 87) regarding the service encounter with Fire Rescue/EMS. This accounts for a 0.0005% rate of customer complaints captured in correlation to total incidents during the study period. The majority of complaints, 27% were related to lost or missing goods. Service that was perceived as uncourteous or inconsiderate after calling 911, accounted for 25% of complaints. Complaints regarding not being transported after calling 911 accounted for 18%. Uncourteous driving or noise of sirens accounted for 7% of complaints. 7% of complaints resulted from not being transported to the hospital of their choice. Actual care received concerns were only 3% of total. Leaving medical objects behind was 2% of the total volume and 4% fit no specific trend.

The challenge of accounting for individual differences in folk-economic beliefs

2018 ◽  
Vol 41 ◽  
Author(s):  
Benjamin C. Ruisch ◽  
Rajen A. Anderson ◽  
David A. Pizarro
Keyword(s):  
Individual Differences ◽  
Individual Variation ◽  
Political Ideologies ◽  
Economic Beliefs ◽  
Existing Data

AbstractWe argue that existing data on folk-economic beliefs (FEBs) present challenges to Boyer & Petersen's model. Specifically, the widespread individual variation in endorsement of FEBs casts doubt on the claim that humans are evolutionarily predisposed towards particular economic beliefs. Additionally, the authors' model cannot account for the systematic covariance between certain FEBs, such as those observed in distinct political ideologies.

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