scholarly journals TWITTER AS A CUSTOMER SERVICE MANAGEMENT PLATFORM: A STUDY ON INDIAN BANKS

2020 ◽  
Vol 11 (10) ◽  
pp. 84-104
Keyword(s):  
Customer Service ◽  
Service Management ◽  
Unequal Variance ◽  
Management Platform ◽  
Customer Behaviour ◽  
Monitoring Tools ◽  
Customer Service Management ◽  
Indian Banks ◽  
Media Monitoring ◽  
The Impact

In this study customer behaviour on Twitter for the five private commercial Banks in India has been explored through the analysis of historical user Tweets. Lexicon-based sentiment analysis has been done to explore frequently used terms on the Tweets and Time-series plots have been generated to determine the flow of user sentiments. T-Test for Two-Sample Assuming Unequal Variance has been used to identify the significance of the sentiment type for each Bank. Results have indicated unique insights about customer behaviour like ―Significance of Sentiments on Engagement‖, ―Pattern of Tweeting and Timings‖, ―Impact of Bank‘s activities on sentiments‖. This study suggests ways to handle negative Tweets and emphasizes on the need for media monitoring tools for the timely discovery of Tweets. The study also fills multiple gaps by exploring the behaviour of a customer‘s negative sentiments, the impact of grievances in creating and sharing eWOM, and Twitter use behaviour.

A multi-perspective knowledge-based system for customer service management

2003 ◽  
Vol 24 (4) ◽  
pp. 457-470 ◽  
Author(s):  
C.F. Cheung ◽  
W.B. Lee ◽  
W.M. Wang ◽  
K.F. Chu ◽  
S. To
Keyword(s):  
Customer Service ◽  
Service Management ◽  
Knowledge Based System ◽  
Knowledge Based ◽  
Customer Service Management

5. The New Public Management goes global

2016 ◽  
Author(s):  
Stella Z. Theodoulou ◽  
Ravi K. Roy
Keyword(s):  
Customer Service ◽  
Public Management ◽  
Service Management ◽  
New Public Management ◽  
Cost Savings ◽  
Management By Objectives ◽  
Accountability Standards ◽  
New Public ◽  
Global Age ◽  
Customer Service Management

The so-called ‘golden age’ of the Keynesian State was turbulently interrupted by a series of economic shocks in the 1970s. Traditional administrative hierarchies were regarded as too inflexible to adapt to the dynamic political and economic forces unleashed in the global age. Emphasizing private sector values such as timeliness, responsiveness, and cost savings, a new kind of managerialism—New Public Management (NPM)—began to take root in some of the world’s leading public bureaucracies. ‘The New Public Management goes global’ explains that, today, the NPM’s emphasis on customer service, management by objectives, and quantitative-based performance and accountability standards is evident at all levels of governance. But is there an alternative?

The perceived impact of successful outsourcing on customer service management

2005 ◽  
Vol 10 (5) ◽  
pp. 402-411 ◽  
Author(s):  
Kok Wei Khong
Keyword(s):  
Customer Service ◽  
Structural Equation ◽  
Service Management ◽  
Single Equation ◽  
Key Factors ◽  
Content Type ◽  
Equation Modelling ◽  
Dependent Variables ◽  
Customer Service Management ◽  
Perceived Impact

PurposeThe purpose of this paper is to examine the perceived impact of outsourcing on customer service management.Design/methodology/approachThe examination was conducted via a survey on 124 companies in Malaysia. Using the framework from Elmuti, factors manifesting customer service management were regressed on the key factors manifesting successful outsourcing. Hence a model was contrived. Structural equation modelling (SEM) was used to estimate the model.FindingsThe model was able to provide predictive implications on customer service management, given the activities of key factors manifesting successful outsourcing. In other words to improve customer service management, companies could control their outsourcing activities.Originality/valueThis paper offers an approach to measure the effects of multiple independent variables on multiple dependent variables. Using SEM, multivariate analyses were mathematically represented in a single equation. In this equation, companies could holistically compose strategies to optimise their management in customer service.

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.

Customer Service Management Practices in the Homebuilding Industry

2008 ◽  
Vol 4 (1) ◽  
pp. 3-17 ◽  
Author(s):  
T. Hung Nguyen ◽  
Stuart Berstein ◽  
Charles McIntyre ◽  
Gary R. Smith
Keyword(s):  
Customer Service ◽  
Service Management ◽  
Management Practices ◽  
Customer Service Management
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