scholarly journals I’m Not a Chatbot: An Empirical Investigation of Humanized Profiles of Social Media Customer Service Representatives

2021 ◽  
Author(s):  
Huai-Tzu Cheng ◽  
Yang Pan
Keyword(s):  
Social Media ◽  
Customer Service ◽  
Empirical Investigation ◽  
Customer Service Representatives

Leadership styles and personality traits as predictors of employee engagement of selected customer service representatives

2013 ◽  
Author(s):  
Leslee G. Arididon ◽  
Yzabel Louise S. Bueser ◽  
Danielle Denise D. Pau ◽  
Raiza Elaine P. Ramirez ◽  
Krizia Jane V. Soriano ◽  
...  
Keyword(s):  
Personality Traits ◽  
Leadership Styles ◽  
Employee Engagement ◽  
Customer Service ◽  
Customer Service Representatives

The Use of Social Media by the Botswana Government and Governance of Liquid Communication

Mousaion ◽  
2019 ◽  
Vol 37 (1) ◽  
Author(s):  
Tshepho Lydia Mosweu
Keyword(s):  
Social Media ◽  
Customer Service ◽  
Community Involvement ◽  
Media Content ◽  
Service Access ◽  
Communication Tool ◽  
African Countries ◽  
The World ◽  
The Government ◽  
Use Of Social Media

Social media as a communication tool has enabled governments around the world to interact with citizens for customer service, access to information and to direct community involvement needs. The trends around the world show recognition by governments that social media content may constitute records and should be managed accordingly. The literature shows that governments and organisations in other countries, particularly in Europe, have social media policies and strategies to guide the management of social media content, but there is less evidence among African countries. Thus the purpose of this paper is to examine the extent of usage of social media by the Botswana government in order to determine the necessity for the governance of liquid communication. Liquid communication here refers to the type of communication that goes easily back and forth between participants involved through social media. The ARMA principle of availability requires that where there is information governance, an organisation shall maintain its information assets in a manner that ensures their timely, efficient and accurate retrieval. The study adopted a qualitative case study approach where data were collected through documentary reviews and interviews among purposively selected employees of the Botswana government. This study revealed that the Botswana government has been actively using social media platforms to interact with its citizens since 2011 for increased access, usage and awareness of services offered by the government. Nonetheless, the study revealed that the government had no official documentation on the use of social media, and policies and strategies that dealt with the governance of liquid communication. This study recommends the governance of liquid communication to ensure timely, efficient and accurate retrieval when needed for business purposes.

scholarly journals Driving Brand Engagement Through Online Social Influencers: An Empirical Investigation of Sponsored Blogging Campaigns

2019 ◽  
Vol 83 (5) ◽  
pp. 78-96 ◽  
Author(s):  
Christian Hughes ◽  
Vanitha Swaminathan ◽  
Gillian Brooks
Keyword(s):  
Social Media ◽  
Empirical Evidence ◽  
Empirical Investigation ◽  
Social Media Platform ◽  
Firm Strategies ◽  
Brand Engagement ◽  
Response Data ◽  
Source Expertise ◽  
Online Engagement ◽  
Media Platform

Influencer marketing is prevalent in firm strategies, yet little is known about the factors that drive success of online brand engagement at different stages of the consumer purchase funnel. The findings suggest that sponsored blogging affects online engagement (e.g., posting comments, liking a brand) differently depending on blogger characteristics and blog post content, which are further moderated by social media platform type and campaign advertising intent. When a sponsored post occurs on a blog, high blogger expertise is more effective when the advertising intent is to raise awareness versus increase trial. However, source expertise fails to drive engagement when the sponsored post occurs on Facebook. When a sponsored post occurs on Facebook, posts high in hedonic content are more effective when the advertising intent is to increase trial versus raise awareness. The effectiveness of campaign incentives depends on the platform type, such that they can increase (decrease) engagement on blogs (Facebook). The empirical evidence for these findings comes from real in-market customer response data and is supplemented with data from an experiment. Taken together, the findings highlight the critical interplay of platform type, campaign intent, source, campaign incentives, and content factors in driving engagement.

Customer Service Representatives

2021 ◽  
Vol 120 (3) ◽  
pp. 553-571
Author(s):  
Julian Kevon Glover
Keyword(s):  
Black Women ◽  
Customer Service ◽  
Sex Work ◽  
Transgender Women ◽  
Average Life Expectancy ◽  
Black Feminist ◽  
Affective Labor ◽  
Murder Rate ◽  
Black Bodies ◽  
Customer Service Representatives

This article investigates sex work among Black transgender women in Chicago’s ballroom scene, drawing on ethnographic data to argue that Black transwomen engage in sex work as a practice of self-investment undergirded by an epistemological shift regarding the centrality of affective labor to their work. In so doing, interlocutors reap the benefits of deploying embodied knowledge—the harnessing and transformation of insight derived from lived experiences of racial, gender, and sexual subjection into useful strategies, tactics, and tools—to secure material and human resources necessary for survival. A focus on how Black transwomen live, despite continued physical, spiritual, socioeconomic, political, and cultural annihilation, remains critically important given the myriad indicators (low average life expectancy, low annual income, disproportionally high murder rate, etc.) that expose the world’s indifference to the plight of this community and Black bodies writ large. Further, the author places interlocutors in conversation with Black feminist historians’ and theorists’ discussions of sex work among Black women to expose points of convergence between Black cis- and transgender women. The author also complicates narratives that link sex work to “survival” and subsequently obfuscate explorations of limited and situated agency among Black women that have significant historical precedent.

Customer Experience: Extracting Topics From Tweets

2021 ◽  
pp. 147078532110475
Author(s):  
Manit Mishra
Keyword(s):  
Social Media ◽  
Customer Service ◽  
Latent Dirichlet Allocation ◽  
Online Shopping ◽  
Customer Experience ◽  
Process Failure ◽  
Shopping Experience ◽  
Social Media Platforms ◽  
Media Platform ◽  
Moments Of Truth

The ubiquity of social media platforms facilitates free flow of online chatter related to customer experience. Twitter is a prominent social media platform for sharing experiences, and e-retail firms are rapidly emerging as the preferred shopping destination. This study explores customers’ online shopping experience tweets. Customers tweet about their online shopping experience based on moments of truth shaped by encounters across different touchpoints. We aggregate 25,173 such tweets related to six e-retailers tweeted over a 5-year period. Grounded on agency theory, we extract the topics underlying these customer experience tweets using unsupervised latent Dirichlet allocation. The output reveals five topics which manifest into customer experience tweets related to online shopping—ordering, customer service interaction, entertainment, service outcome failure, and service process failure. Topics extracted are validated through inter-rater agreement with human experts. The study, thus, derives topics from tweets about e-retail customer experience and thereby facilitates prioritization of decision-making pertaining to critical service encounter touchpoints.

scholarly journals Perancangan Komunikasi Visual Desain Website “Muggle Division” Menggunakan Kaidah UI & UX

2020 ◽  
Vol 4 (1) ◽  
pp. 567-577
Author(s):  
Gilang Endra Prastowo ◽  
Dian Prajarini
Keyword(s):  
Social Media ◽  
Customer Service ◽  
User Experience ◽  
Payment System ◽  
Self Service ◽  
Clear Information

"Muggle Division" is engaged in convection production services,founded 5 years ago, so far using Instagram promotion media.However, when social media cannot provide clear and completeinformation, problems arise such as when consumers are about toorder and have to wait for customer service to respond for quite along time. Therefore we need media to answer these obstacles,namely the website, to provide more complete, clear information andorder input services without having to wait for customer serviceresponses. This study aims to design a "Muggle Division" websiteequipped with a self-service order feature. The user experiencedesign method used is the five planes user experience elementsmethod followed by writing HTML, CSS, and Javascript tags. Theresult of the design is a "Muggle Division" website with UI and UXrules. The use of UI methods includes color, layout, typography,whitespace, icons, and animation. The use of the UX method is in thestep by the step payment system and page login which provides theoption of page register for visitors who are not yet a member of the"Muggle Division".

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