scholarly journals The Role of Halalan-Toyyiban Supply Chain Practices As Significant Predictors towards Excellent Customer Service Management

2020 ◽  
Vol 6 (1) ◽  
pp. 1
Author(s):  
Anizah Zainuddin ◽  
Sarah Irdina Ridzwan ◽  
Sarah Batrisyia Ridzwan
Keyword(s):  
Supply Chain ◽  
Customer Service ◽  
Service Management ◽  
Sampling Technique ◽  
Point Of View ◽  
Customer Service Management ◽  
Service Expectations ◽  
System Requirements ◽  
The Relationship

This study examines the role of Halalan-Toyyiban supply chain practices (HTSCP) in the context of service management. Investigation was done to see how retail customers react to the role of HTSCP; that later influence their overall grocery experience. Halalan Toyyiban is a process associated with religious belief and as such it would be difficult to control and guarantee. From the consumer point of view, the process is difficult to evaluate and verify even after consuming the product. Therefore, consumers have to largely rely on the retailer on the reliable information to guide their purchase. In the traditional context of supermarket retailing, excellent customer service management could be interpreted as just meeting the expectations of the supermarket customers, not any sort of exceeding or falling short of their expectations. It is only recently that several of the supermarkets try to achieve competitive advantage by taking the responses of their customers beyond the level of just service satisfaction. These supermarket retailers are now towards exceeding their service expectations. This study attempts to fill this gap by examining the relationship between the roles of HTSCP as significant predictors towards excellent customer service management. Structured questionnaires were distributed to 489 supermarket customers using purposive sampling technique in the urban area. The instruments used for data collection for all variables in the study include halal inputs, halal processes, controls for halal, halal outputs and excellent customer service management were adapted from Halalan- Toyyiban Assurance Pipeline (Management System Requirements for Retailing) of Department of Standards Malaysia as well as from various studies using a five-point Likert scale. The results suggest that all determinants of HTSCP had a good relationship with excellent customer service management. This study identifies additional management efforts that can be implemented in enhancing good retail supermarket practice.

Study of Chongqing-Sinkiang-Europe International Railway Logistics Process Based on Supply Chain Management

2014 ◽  
Vol 513-517 ◽  
pp. 4016-4019
Author(s):  
Wen Hui Xia ◽  
Jin Geng
Keyword(s):  
Supply Chain ◽  
Customer Service ◽  
Service Management ◽  
Demand Management ◽  
Information Management System ◽  
Customer Relationship ◽  
Collaborative Management ◽  
Key Points ◽  
Customer Service Management ◽  
Logistics Process

Based on the supply chain managements theory and method of Customer Relationship Management, Customer Service Management and Demand Management to study Chongqing-Sinkiang-Europe International Railway logistics process, put forward the countermeasures of one center and three key points, thus base on Chongqing and organize source of goods from the National,improve logistics operational connection efficiency, play a role in collaborative management by IT information management system.

scholarly journals A nexus between Green HRM (GHRM), Supply Chain Performance (SCP) and Business Performance (BP): The mediating role of Supply Chain Organizational Learning (SCOL)

2021 ◽  
Vol 14 (2) ◽  
pp. 329
Author(s):  
Muafi ◽  
Rizqi Adhyka Kusumawati
Keyword(s):  
Supply Chain ◽  
Business Performance ◽  
Service Industry ◽  
Sampling Technique ◽  
Survey Method ◽  
Courier Service ◽  
The Impact ◽  
The Relationship ◽  
Special Region

Purpose: This study tests and analyzes the relationship pattern (nexus) of Green HRM, SCP, and BP. In addition, this study also tests the mediation role of SCP in analyzing the relationship between GHRM and BP and the mediation role of SCP in analyzing the relationship between SCOL and BP.Design/methodology: This study uses survey method. The survey is distributed to owners/managers of courier service SMEs in two provinces (Special Region of Yogyakarta and East Java) in Indonesia. The sampling technique is conducted purposively with 165 respondents. The data analysis technique uses AMOS 23. Findings: SCOL has a positive effect on SCP and BP and mediates the effect of SCP on BP. The most interesting about the findings is GHRM has no effect on SCP and BP and SCP does not mediate GHRM on BP.Research limitations/implications: Researcher use purposive sampling which has limitation of not being able to generalize the population in two provinces, namely Special Region of Yogyakarta and East Java. This is also not ideal approach to evaluate the impact of GHRM on SCP and BP and the impact of SCOL on SCP and BP. Courier service SMEs in this study have not implemented GHRM in ideal manner so they are unable to conclude the results in a comprehensive and transparent manner.Managerial Implication: Companies need to consider aspects related to the courier service industry, namely digitalization of information and green innovation so their contribution can be seen in improving whole business performance. In addition, it is necessary to divide SMEs that have practiced GHRM and those that are not so they can make strategies and policies related to GHRM, SCP, BP and SCOL. It is also necessary to examine other aspects in improving the business sustainability of courier services, namely the complexity and service strategy orientation. SMEs who have more SCOL strategy will better implement GHRM practices associated with SCP and BP. This is important since competition in the courier service industry is getting tougher especially when faced with foreign competitors who already have global service standards.Theory Implication: This study contributes the theory enrichment of SCOL aspect in mediating the relationship pattern between SCP and BP. This study also provides theoretical contributions namely GHRM has no effect on SCP and BP and SCP does not mediate GHRM on BP.Originality/value: Study which examines the role of SCOL, especially when it is related to GHRM, SCP and BP is still limited in Asia. SME owners in the courier service industry rarely have good data integration in the system. The implementation of SC is starting from upstream to downstream processes so that SMEs need a well-planned and integrated SCOL in each work unit which ultimately have an impact on SCP and BP. 

The Customer Service Management Process

2003 ◽  
Vol 14 (2) ◽  
pp. 15-31 ◽  
Author(s):  
Yemisi A. Bolumole ◽  
A. Michael Knemeyer ◽  
Douglas M. Lambert
Keyword(s):  
Supply Chain ◽  
Supply Chain Management ◽  
Customer Service ◽  
Service Management ◽  
Customer Relationship ◽  
Successful Implementation ◽  
Management Process ◽  
Real Time System ◽  
Chain Management ◽  
Customer Service Management

Customer service management is the supply chain management process that represents the firm's face to the customer. The process is the key point of contact for administering product and service agreements (PSAs) developed by customer teams as part of the customer relationship management process. The goal is to provide a single source of customer information, such as product availability, shipping dates and order status. Customer service management requires a real‐time system to respond to customer inquiries and facilitate order placement. In this paper, we describe the customer service management process in detail to demonstrate how it can be implemented and managed. To do this, we detail the activities of each strategic and operational sub‐process; evaluate the interfaces with the business functions, the other seven supply chain management processes; and describe examples of successful implementation.

Logistics and supply chain management: The importance of integration for business processes

2017 ◽  
Vol 5 (4) ◽  
pp. 73 ◽  
Author(s):  
Izwan Azmi ◽  
Norlida Abdul Hamid ◽  
Md Nasarudin Md Hussin ◽  
Nik Ibtishamiah Ibrahim
Keyword(s):  
Supply Chain ◽  
Supply Chain Management ◽  
Customer Service ◽  
Service Management ◽  
Business Processes ◽  
Demand Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Chain Management ◽  
Customer Service Management

This conceptual paper outlines the importance of integration in supply chain management (SCM) by linking the functions of logistics as it applies in strategic business process. Often, business processes are developed at the strategic level but are never identified precisely in logistics or in SCM. Strategic business processes like Customer Relationship Management (CRM), Supplier Relationship Management (SRM), Customer Service Management (CSM) and Demand Management are not directly linked to logistics or SCM. This paper identifies the literature that expressed the importance of integration and how business processes can be relevant in the execution of key logistics activities in the supply chain context.

scholarly journals Analisis Peran Kinerja Customer Service Dan Teller Terhadap Kepuasan Nasabah Bank

2021 ◽  
Vol 9 (2) ◽  
pp. 151-160
Author(s):  
Zuziana Zesaria Evalin ◽  
Iswandi Sukartaatmadja ◽  
Muhammad Noorman Mulyadi
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Multiple Linear Regression ◽  
Customer Service ◽  
Significant Influence ◽  
Sampling Technique ◽  
Research Use ◽  
Role Performance ◽  
The Relationship

The principal problem of this study is Whether the role performance of customer service will increase customer satisfaction at Bank BJB Leuwiliang Bogor District? 1) what Is the role of the performance of the teller will increase customer satisfaction at Bank BJB Leuwiliang Bogor District? 2)what Is the role of the performance of the customer service and tellers to improve customer satisfaction of Bank BJB Leuwiliang Bogor District? . The purpose of this study, namely: 1) To find out whether the role performance of customer service will increase customer satisfaction at Bank BJB Leuwiliang Bogor Regency. 2)To find out whether the role performance of the teller will increase customer satisfaction at Bank BJB Leuwiliang Bogor Regency. 3)To find out whether the role performance of customer service and teller will increase customer satisfaction at Bank BJB Leuwiliang Bogor.This research use approach of kualititatif, and the analysis used is multiple linear regression . The sampling technique used is by distributing questionnaires to 100 customers of BJB Leuwiliang with the hope of answers the results of the questionnaires the customer can determine the performance of the customer service and tellers to improve customer satisfaction BJB Leuwiliang. Based on the results of this study, prove that the value R of 0.797 indicates the relationship between the variables of role performance of customer service and teller to the satisfaction of the customer is significant , the Variable Role Performance of Customer Service to the Satisfaction of the Customer Based on the results of testing for X1, i.e., the Role Performance of Customer Service obtained t count value that is 4.147, which means t count > t table (4.147 >2.01174) . And sig t < 0.05 (0.00 < 0.05). Then Ho is rejected and Ha accepted, so it can be concluded that the partial variables Role Performance of Customer service have a significant influence on the variable Customer Satisfaction. Variable Role Performance of the Teller to the Satisfaction of the Customer Based on the results of testing for X2, i.e., the Role Performance of the Teller obtained by value t calculate namely 3.242 which means t count > t table (3.242 > 2.01174). And sig t < 0.05 (0.002 < 0.05). Then Ho is rejected and Ha accepted, so it can be concluded that the partial variables Role of the Performance of the Teller has a significant influence on the variable Customer Satisfaction.   Keywords : Customer Service, Tellers, Customer Satisfaction

Effects of cloud computing assimilation on supply chain financing risks of SMEs

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Qiang Lu ◽  
Jinliang Chen ◽  
Hua Song ◽  
Xiangyu Zhou
Keyword(s):  
Cloud Computing ◽  
Supply Chain ◽  
Small And Medium Enterprises ◽  
Supply Chain Integration ◽  
Content Type ◽  
Supply Chain Financing ◽  
Medium Enterprises ◽  
The Relationship ◽  
Moderating Role

Purpose The purpose of this study is to examine how cloud computing assimilation reduces supply chain financing (SCF) risks of small and medium enterprises (SMEs). This study also investigated the mediating roles of internal and external supply chain integration between cloud computing assimilation and the SCF risks of SMEs, as well as the moderating role of environmental competitiveness. Design/methodology/approach Data was collected from surveys of SMEs located in China. Multiple regression analysis was used to validate the proposed theoretical model and research hypotheses. Findings The findings show that cloud computing assimilation could reduce the SCF risks of SMEs directly. The results also indicate that both internal and external supply chain integration mediate the relationship between cloud computing assimilation and SCF risks. Furthermore, environmental competitiveness inhibits the effects of cloud computing assimilation on SCF risks. Originality/value To our best knowledge, this is the preliminary study to explore the role of cloud computing assimilation in reducing the SCF risks of SMEs. Also, this study attempted to investigate the process by which cloud computing assimilation affects the SCF risks of SMEs.

The role of digital economy in China's sustainable development in a post-pandemic environment

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Malin Song ◽  
Chenbin Zheng ◽  
Jiangquan Wang
Keyword(s):  
Economic Growth ◽  
Sustainable Development ◽  
Supply Chain ◽  
Social Development ◽  
Environmental Protection ◽  
Digital Economy ◽  
Series Data ◽  
Content Type ◽  
The Relationship

PurposeThe COVID-19 pandemic is still raging, which calls for an exploration of how to prevent and control pandemics to promote sustainable development. The purpose of this paper is to examine the role of the digital economy in sustainable development, the relationship between the two, the impacts of the outbreak on economic and social development, and changes in China's digital economy.Design/methodology/approachThe study used the time-series data from 2002 to 2019 and an unconstrained VAR model to examine the relationship between the digital economy and sustainable development before the pandemic.FindingsChina's digital economy has promoted the country's sustainable economic and social development; it has advanced rapid economic growth, improved people's living standards, increased efficient utilization of resources, and strengthened environmental protection.Research limitations/implicationsAmid the pandemic, China's digital economy developed effectively; it showed strong resilience because of its unique advantages. The digital economy in China has helped the country to control the pandemic in a short period, reduced the risk of supply chain disruption, promoted China's economic growth, and ensured the orderly operation of society. Therefore, countries worldwide are encouraged to prioritize their digital economies.Originality/valueCompared with the extant literature, this study explores the sustainable supply chain in a broader sense in the context of a pandemic, and how the supply chain is influenced by the digital economy. It not only includes the stability, resilience, and viability of the supply chain in economic development but also involves aspects of people's life, resource utilization, and environmental protection.

Does transformational leadership always matter in frontline service roles?

2018 ◽  
Vol 28 (6) ◽  
pp. 733-751 ◽  
Author(s):  
Keo Mony Sok ◽  
Phyra Sok ◽  
Lan Snell ◽  
Pingping Qiu
Keyword(s):  
Customer Service ◽  
Service Performance ◽  
Hierarchical Regression ◽  
Content Type ◽  
Service Employees ◽  
High Level ◽  
Frontline Service Employees ◽  
The Relationship ◽  
Frontline Service

Purpose The purpose of this paper is to examine the role of frontline service employees (FSEs) motivation (enjoyment of work and driven to work) and ability (customer service ability) in the relationship between TFL and employee service performance. Design/methodology/approach This is a survey-based study which involves 534 FSEs and 135 supervisors in a hair salon setting. Hierarchical regression analysis was used to test the proposed hypotheses. Findings Results show that TFL is significantly related to employee service performance; this relationship is enhanced with the presence of driven to work; yet, it is neutralized with the presence of enjoyment of work. Further, the three-way interaction of TFL, enjoyment of work and customer service ability as well as TFL driven to work, and customer service ability are negatively associated with employee service performance. Practical implications The results advance service managers’ understanding of the importance of FSEs motivation and ability if they are to fully reap the benefits from their FSEs. The role of leader is not always effective in all situations. FSEs with high level of enjoyment of work and customer service ability would least rely on the guidance and support from the supervisors. Originality/value This research is one of the first to examine the role of subordinate’s characteristics (motivation – enjoyment of work and driven to work and ability – customer service ability) as the key moderators in the relationship between TFL and employee service performance.

scholarly journals The Underestimated Value of Internal Marketing: Impact on Employee Satisfaction and Customer Satisfaction through Organisational Restructure

2021 ◽  
Author(s):  
◽  
Monica Nicole Micek
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Employee Satisfaction ◽  
Internal Marketing ◽  
Technological Advances ◽  
Before And After ◽  
Working Together ◽  
Internal Procedures ◽  
The Relationship

<p>Internal Marketing, a long-debated concept amongst academics and practitioners, is suggested to be a competitive advantage to organisations that utilise its practices. Often dismissed as merely selling the marketing of a product or service to employees within an organisation, Internal Marketing encompasses a combination of the key elements of communication, training, and feedback in order to create motivated, customer-orientated employees. Through employees and managers working together towards a well communicated organisational cause of Internal Marketing, internal procedures can evolve to better service and satisfy customers.  Organisational restructures are an ongoing concern as technological advances, value-adding business process, and globalisation change the way that businesses run and operate. In order to save on costs of operations, employment, and office rental space, downsizing an organisation may initially present itself as a cost-saving practice. Often unconsidered are the front-line customer-facing employees and customers of an organisation. Employees may feel distraught and concerned about losing their job, or having to find a new job, which may affect customer service, and subsequently customers may face the brunt of the domino effect, either intentionally or unintentionally, due to employees’ emotional disconnection from the organisation.  This research is an exploratory study into Internal Marketing, specifically around an organisational restructure, to better understand its impact on employees and customers through different stages of a restructure. Through the use of online surveys, participants were asked to recall an organisational restructure they were involved in within the last five years. They were asked to report their perceptions of Internal Marketing, their own satisfaction with their job at the time, and their perceptions of Customer Satisfaction throughout different stages of the organisational restructure.  The analysis found that Internal Marketing does have a significant positive relationship with Employee Satisfaction both during and after an organisational restructure. Although no significant relationship was found between Employee Satisfaction and Customer Satisfaction at any stage of the restructure, there is a trend within the data suggesting that the relationship may be stronger before and after an organisational restructure.  Benefits and contribution of this research for academics include development of a conceptual model, as well as the benefits and effects of Internal Marketing, and extending the existing literature. For practitioners, benefits include insights into better understanding of the role of Internal Marketing. Specifically, the differences in perception of the practice between employees and managers, and why it is important to understand and address Employee Satisfaction and Customer Satisfaction during an organisational restructure.</p>

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