scholarly journals The Application of Customer Service Standards and Street-Level Bureaucrats’ Discretion in Lithuanian State Agencies

2020 ◽  
Vol 13 (2) ◽  
pp. 109-134
Author(s):  
Remigijus Civinskas ◽  
Natalja Gončiarova ◽  
Saulius Pivoras
Keyword(s):  
Customer Service ◽  
Public Management ◽  
Structured Interview ◽  
Civil Servants ◽  
Management Tool ◽  
State Agencies ◽  
Main Research ◽  
Study Approach ◽  
Customer Interaction ◽  
Service Standards

Abstract The main purpose of this article is to explore how standardization of the public service provision and introduction of customer service standards affect the de facto discretion of civil servants. The study uses a qualitative case study approach. Two main research methods were used to gather data – semi-structured interview and document analysis. Analysis of the empirical data revealed that written standards only partially affect the de facto discretion of civil servants. The customer interaction standards define only a few civil servants’ actions, and do not cover all aspects of the communication between civil servants and customers. Application of written standards is flexible especially in non-typical situations. Customer service standards do not restrict the actions of civil servants when they focus on customer problems, which is especially important when dealing with socially vulnerable customers. This study explores the use of customer service standards as a public management tool. The research data can be useful for understanding and improving customer interaction standards and its practical application.

scholarly journals Developing Customer Service Standards

2018 ◽  
Vol 24 (2) ◽  
pp. 117-122 ◽  
Author(s):  
Venelin Terziev ◽  
Vanya Banabakova ◽  
Marin Georgiev
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Document Management ◽  
Design Management ◽  
Interaction Control ◽  
Management Quality ◽  
Customer Interaction ◽  
Quality Product ◽  
Time Cycle ◽  
Service Standards

Abstract Ensuring effective customer service requires targeted efforts in a number of areas, one of which is to develop service standards for each market segment. Differentiating customer service is achieved by adopting different standards according to the following criteria: availability of assortment varieties and quantities in percentage of orders placed; actually delivered quantities and assortment varieties in percent of the ordered ones; time (cycle) to execute orders in hours or days, and more. The development of service standards uses the results of its analyzes and assessments. Standards relating to customer service should be developed in the following areas: responsibilities of management; quality control system; supplier's obligations; design management; document management; purchase quality; product identification; management of the processes of providing services; customer service quality assessment; management of control, measuring and implementation equipment; corrective actions applied in the case of established discrepancies in the provided services; loading, unloading, storing, packaging, delivery and storage of the product; customer interaction; control over data related to service quality; internal audits related to service quality; personnel training; statistical methods. This paper explores the need and capability to develop customer service standards and provides an algorithm for developing standards for employee behaviour toward customers

THE IMPACT OF SERVICE QUALITY ON BRAND LOYALTY OF DTAC SELULER SERVICE USERS

2017 ◽  
Vol 9 (1) ◽  
Author(s):  
Debby Arisandi
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Service Provider ◽  
Brand Loyalty ◽  
Service Industry ◽  
Positive Impact ◽  
Relevant Literature ◽  
Field Research ◽  
Main Research ◽  
The Impact

<p>Purpose- In the GSM seluler telephony sector, the main condition for protecting the subscriber base is to win customer to be loyalty, a key necessity for the maintenance of a brand loyalty in the long term. To achieve this aim, service quality must be measured and identified. This paper’s aim is to measure the effects of service quality towards brand loyalty on DTAC seluler service provider. This study will explore the relationship between service quality and brand loyalty in the seluler service industry.</p><p>Design/methodology/approach- The main research target sample covered 200 seluler phone users in Prince of Songka University, Hatyai campus. Field research was conducted. The questionnaire was formed by a synthesis of existing constructs in relevant literature. Reliability tests, descriptive statistic, and regressions analyses were performed to both confirm scale reliability and answer the research questions. The data were analysed by moderated regression analysis to test the hypotheses.</p><p>Findings- The findings of this study show that an overall service quality directly affects brand loyalty. Network quality, customer service, pricing structure and billing system are the service quality dimensions that have significant positive influence on brand loyalty, which in turn has a significant positive impact on brand loyalty 43,5%. Therefore, it plays a crucial role in winning customer loyalty.</p><p>Originality/value- It is of great importance for seluler operators in a mature market such as that of Thailand, to understand what the drivers of brand loyalty are. The present study produced useful findings, which can be utilized by seluler service provider managers, in their effort to develop and implement successful brand loyalty strategies. With respect to the findings, pricing structure has the most importance than others dimensions of service quality which provides positive outcomes on brand loyalty, not only in the present but also in the future. So, the effect of pricing structure on brand loyalty becomes greater than the effect of others dimenstions of service quality. Therefore, any GSM operator who wishes to preserve its existing subscriber base should concentrate on winning its subscribers’ loyalty, especially for DTAC.</p>Keywords- Seluler Services, Brand Loyalty, Service Quality

Are They Ready for Their Close-Up? Civil Servants and Their Portrayal in Contemporary American Cinema

Public Voices ◽  
2016 ◽  
Vol 11 (1) ◽  
pp. 8 ◽  
Author(s):  
Michelle C. Pautz ◽  
Laura Roselle
Keyword(s):  
Popular Culture ◽  
Public Administration ◽  
Civil Servants ◽  
Case Study Approach ◽  
The Public ◽  
Study Approach ◽  
American Cinema ◽  
Box Office ◽  
Narrative Forms

Perceptions of government and civil servants are shaped by a variety of factors including popular culture. In the public administration literature the significant role that film and other narrative forms have on citizens’ perceptions is duly noted, and there is ample research on politicians and military heroes in film, but a focus on civil servants remains largely elusive. Among the sparse literature centered on civil servants are studies that employ a case study approach or focus on a few films. In contrast, our research employs a large sample of 150 films. These films comprise the top ten box-office grossing films from 1992 through 2006; therefore we examine the films most likely to have been seen by a majority of movie-watching Americans. More than 60 percent of the films in our sample portray government as bad, inefficient, and incompetent. However, the data on more than 300 civil servants yield intriguing findings. Surprising, in light of the negative depiction of government, is the positive depiction of individual civil servants. Half of civil servants were positively portrayed, and only 40 percent were negatively depicted. Americans may view government negatively, but they see in film positive depictions of how individual civil servants can and do make a positive difference.

Social determinants of mental well-being: senses of powerlessness and empowerment among Romani in Ukraine

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Viktoriia Gorbunova ◽  
Natalia Gusak ◽  
Vitalii Klymchuk ◽  
Valeriia Palii ◽  
Vitalina Ustenko ◽  
...  
Keyword(s):  
Social Determinants ◽  
Local Community ◽  
Extended Family ◽  
Well Being ◽  
Structured Interview ◽  
Research Strategy ◽  
Content Type ◽  
Main Research ◽  
Main Research Interest ◽  
Mental Well Being

Purpose The purpose of this paper is to explore senses of powerlessness and empowerment among Romani in Ukraine in relation to such social circles as the extended family, the Romani local community and the whole Ukrainian society. The main research interest is focused on situations and factors that make people feel powerless or empowered. Design/methodology/approach The study was conducted using a semi-structured interview method via telephone. Romani NGO experts approved the interview content. Trained Roma-facilitators were interviewers. Every interview was transcribed for further thematic analysis. Findings The most prominent empowerment factors for Romani people are located within their families and local communities, while the bigger society (Ukrainians themselves and Ukrainian public institutions) is a main source of powerlessness. At the same time, the rigid role of family and community expectations is seen as detrimental for both males and females. Originality/value The paper is original in terms of its topic (senses of powerlessness and empowerment among Romani in Ukraine as social determinants of mental well-being) and research strategy (engagement of Roma-facilitators as interviewers).

scholarly journals METHODOLOGICAL APPROACHES TO THE STUDY OF THE IMPLICIT MIND THEORY AT PEOPLE DEPENDENT ON PSYCHOACTIVE SUBSTANCES

2021 ◽  
Vol 7 (2) ◽  
pp. 70-78
Author(s):  
Oleksandr Telcharov ◽  
Keyword(s):  
Research Methods ◽  
Affective State ◽  
Mental States ◽  
Structured Interview ◽  
Psychoactive Substances ◽  
Scientific Psychology ◽  
Main Research ◽  
Advantages And Disadvantages ◽  
Age Related ◽  
Mind Theory

The article presents the psychological analysis of the implicit mind theory and its research methods. The main problems of empirical research in psychology are briefly described. The main problems of research of the mind theory are highlighted; and the status of this phenomenon’s in scientific psychology is defined. The implicit mind theory is defined as a psychological quality expressed in the ability to explain and attribute mental states – beliefs, desires, emotions, knowledge, etc. – to themselves and others; as well as understanding that others have different beliefs, desires, intentions, and attitudes. Current difficulties in the research on the implicit mind theory are described. Age-related features of formation of the implicit mind theory are depicted. The latest scientific studies on the implicit mind theory are highlighted. Biological correlates of the theory are shown. It is also described that in the case of an alcohol addiction, certain brain areas that are known to be neurological correlates of the implicit mind theory are damaged. The main research methods, which are separated into three groups, are highlighted. The first group includes methods that study the implicit mind theory using behavioural experiment with special tasks. The second group includes methods that use semi-structured interview. The third group includes methods where respondents are asked to identify an emotion or an affective state of another person based on the visual stimuli (photo, picture etc.).The main methods of research of this psychological phenomenon, features, procedure, advantages, and disadvantages are described in detail. The most appropriate methods to examine addicts’ implicit mind theory are proposed. The procedure of investigation and psychological assessment of the implicit mind theory for people dependent on psychoactive substances is offered.

scholarly journals Kepatuhan dan Ketepatan Tenaga Medis dalam Pengisian Assessment Pre Dialisis di Klinik Hemodialisis Nitipuran Health Center

2020 ◽  
Vol 20 (1) ◽  
pp. 268
Author(s):  
Raditya Priambodo ◽  
Elsye Maria Rosa ◽  
Sri Sundari
Keyword(s):  
Quantitative Data ◽  
Descriptive Analysis ◽  
Medical Personnel ◽  
Research Subjects ◽  
Study Approach ◽  
Risk Of Falls ◽  
History Of ◽  
Key Indicators ◽  
Service Standards ◽  
Depth Interviews

Background: The National Hospital Accreditation Standards (SNARS) state that one of the key indicators in patient-focused service standards is patient assessment. The purpose of this study was to analyze the level of compliance and accuracy of medical personnel in pre dialysis assessments at NHC. Subjects and Method: This study uses a mixed method with the Cohort Study approach. Research subjects were medical records for quantitative data and doctors, nurses and head nurses for qualitative data. Quantitative data analysis with descriptive analysis, and qualitative analysis with in-depth interviews. Result: The level of compliance and accuracy of medical personnel in filling the pre dialysis assessment at the Nitipuran Hemodialysis Clinic is not quite good. The implementation of pre dialysis assessment at the NHC includes physical status, medical history, history of drug allergy, assessment of pain, risk of falls, and educational needs. Constraints include time constraints, assessments are filled in immediately without checking in detailly, there are gaps in the hourly monitoring records. Conclusion: compliance and accuracy of medical personnel in filling out assessments must be improved.

scholarly journals Get a Room! How Writing Groups Aid the Development of Junior Academics’ Writing Practice and Writer Identity

2020 ◽  
Vol 10 (1) ◽  
pp. 59-74
Author(s):  
Jenny Mattsson ◽  
Emma-Karin Brandin ◽  
Ann-Kristin Hult
Keyword(s):  
Doctoral Students ◽  
Academic Writing ◽  
Structured Interview ◽  
Writing Groups ◽  
Writer Identity ◽  
Main Research ◽  
Writing Group ◽  
Key Characteristics ◽  
The University ◽  
Writing Practice

The present study revisits writing retreat participants who have spontaneously formed writing groups before or after attending a retreat hosted by the Unit for Academic Language at the University of Gothenburg, Sweden. All in all, 11 doctoral students and 1 post doc were interviewed using a semi-structured interview model. The answers were thematically analysed based on Murray’s (2014) concept of coherence in writing groups as well as parts of Aitchison and Lee’s (2006) key characteristics of writing groups. The two main research questions posed concern (i) whether the informants have changed their writing practice and/or the way they think and feel about writing since joining a writing group, and (ii) whether possible changes have aided the development of their identity as academic writers. Results show that the informants have indeed changed central aspects of their writing practice and that this in turn has positively influenced how they now think and feel about writing. This has to some extent contributed to the informants’ development of their writer identity; however, the present study also sheds light on the fact that more needs to be done at departmental levels across the university to make academic writing visible.

scholarly journals The Factors Affecting the Adoption of Online Banking Services by Civil Servants in Cameroon

2020 ◽  
Vol 5 (7) ◽  
pp. 1452-1459
Author(s):  
Lith Enestine Tembon Ambit
Keyword(s):  
Customer Service ◽  
Descriptive Analysis ◽  
Internet Banking ◽  
Online Banking ◽  
Civil Servants ◽  
Banking Services ◽  
Factors Affecting ◽  
Insignificant Effect ◽  
Internet Fraud ◽  
Banking Service

Factors affecting the adoption of online banking services by civil servants in Cameroon was examined in this survey. Raw data were gotten through questionnaire which was distributed mostly among the civil servant in Douala of Cameroon. The analyses used in this survey were crosstabs test, descriptive analysis, factor analysis, correlation test, and regression test. The findings revealed that awareness factor has a positive and significant effect on online banking, security & trust assurance showed a negative and insignificant effect on online banking service, innovative factor displayed a negative and insignificant effect on online banking service, and customer service assurance revealed positive but has insignificant impact on online banking service. It was concluded that internet banking is difficult to understand and its time consuming among many of the users and internet fraud discourages the use of internet banking in Cameroon. Additionally, the dissemination of information through the internet is not mostly secure and efficient.

The use of social media by South African organisations

2018 ◽  
Vol 15 (2) ◽  
pp. 198-210 ◽  
Author(s):  
Nomusa Nomhle Dlamini ◽  
Kevin Johnston
Keyword(s):  
South Africa ◽  
Social Media ◽  
South African ◽  
Quantitative Research ◽  
Brand Management ◽  
Research Question ◽  
Management Tool ◽  
Content Type ◽  
Quantitative Research Methods ◽  
Main Research

Purpose The purpose of this paper is to present how organisations in South Africa are using social media. The paper further explores the value of social media to South African organisations and if it is important for an organisation to have a social media presence. Design/methodology/approach The study used quantitative research methods to answer the main research question and sub-questions. Findings The data collected revealed that most organisations in South Africa are using social media for free advertising, CRM and marketing. The popular social media sites used by these organisations are Facebook and Twitter, with LinkedIn increasing in popularity. The data further revealed that social media is important in organisations for relationship building, contact keeping advertising, marketing, attracting customers, brand management and information gathering. Research limitations/implications The role of social media is changing, it was initially a marketing tool, but the findings revealed that majority of organisations are using social media for free advertising, CRM and marketing. Social media is an easy CRM tool that offers effective and efficient capabilities. Practical implications It is important to use integrate social media with the organisations processes to market and advertise new products, it is an instant and cost-saving way of communicating with customers, and helps in reaching and attracting new customers. Social implications Social media is important for keeping contact and building relationships with customers, advertising and marketing, way to attract customers, brand management tool and gathering information. Originality/value The study provides guidance to how organisation can use social media, identifying the value of using social media and highlighting the importance of social media in an organisation in the South African context.

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