scholarly journals Providing Excellent Consumer Service Is Therapeutic: Insights from an Implicit Association Neuromarketing Study

2019 ◽  
Vol 9 (10) ◽  
pp. 109 ◽  
Author(s):  
Gemma Anne Calvert ◽  
Abhishek Pathak ◽  
Lim Elison Ai Ching ◽  
Geraldine Trufil ◽  
Eamon Philip Fulcher
Keyword(s):  
Customer Service ◽  
Service Providers ◽  
Retention Rates ◽  
Affective Priming ◽  
Implicit Associations ◽  
Staff Retention ◽  
Good Customer Service ◽  
Positive Feelings ◽  
The Moment ◽  
The Impact

This paper reports the results of a combined biometric and implicit affective priming study of the emotional consequences of being the provider or receiver of either positive or negative customer service experiences. The study was conducted in two stages. Study 1 captured the moment-by-moment implicit emotional and physiological responses associated with receiving and providing good customer service. Study 2 employed an affective priming task to evaluate the implicit associations with good and poor customer service in a large sample of 1200 respondents across three Western countries. Our results show that both giving and receiving good customer service was perceived as pleasurable (Study 1) and at the same time, was implicitly associated with positive feelings (Study 2). The authors discuss the implications of the research for service providers in terms of the impact of these interactions on employee wellbeing, staff retention rates and customer satisfaction.

HRM policies play critical role workers in reducing staff turnover in Chinese hotels

2020 ◽  
Vol 28 (6) ◽  
pp. 29-30
Keyword(s):  
Public Relations ◽  
Critical Role ◽  
Retention Rates ◽  
Staff Turnover ◽  
Staff Retention ◽  
Structured Interviews ◽  
High Turnover ◽  
Content Type ◽  
The Difference ◽  
The Impact

Purpose The authors wanted to study hotels because of the alarmingly high turnover of staff, which varies between 22% and 80% across countries. They said previous studies of the importance of HRM had addressed other different sectors in the hospitality industry. Design/methodology/approach The authors carried out semi-structured interviews with eight males and seven females aged between 23 and 52 years old. They were all at junior, or mid-management, level. They had experience of working in a lot of different departments, including marketing, HRM, front office, public relations and finance. The interviews of between 45 minutes and an hour were carried out in cafes. All names were changed in the paper. Findings The in-depth interviews revealed that the way in which HR departments implement policies makes all the difference to staff retention rates. The authors said their study demonstrated the powerful role of HR departments in hotels and that hotel employees expected them to play proactive roles in promoting their wellbeing at work. Originality/value Studies of the impact of HRM on staff turnover in the hotel sector in China have been rare.

scholarly journals Mutual effect of labour market development and COVID-19 pandemic progression

2021 ◽  
Vol 83 (1) ◽  
pp. 421-428
Author(s):  
N. V. Shishkina ◽  
E. A. Mamistova ◽  
T. V. Sabetova
Keyword(s):  
Labor Market ◽  
Negative Impact ◽  
Mutual Effect ◽  
The State ◽  
Social Consequence ◽  
Staff Retention ◽  
Current Events ◽  
The Moment ◽  
High Level ◽  
The Impact

This paper tackles the economic impacts of COVID-19 pandemic on the labor markets and human capital. Specifically, it looks into the issues the pandemic brought upon the human resources and personnel during coronavirus lockdowns. The high level of globalization characteristic of the modern economy has only exacerbated the negative impact of the pandemic. At the moment, it remains impossible to assess the qualitative and quantitative parameters of the damage caused to the economies of countries and regions by this event. However, it is possible to identify the main directions of analysis of the consequences of the pandemic, including in terms of the impact on the state of the labor market, which was the main goal of this study. In particular, the authors highlight a number of consequences, the work on overcoming which is still to be done by the Russian socio-economic system. The most obvious of them is the growth of unemployment, the release of part of the employed and the reduction in the number of jobs, and this is observed extremely unevenly across the sectors of the economy. Nevertheless, the authors point out that the problem of staff release is aggravated by the size of the share of informal employment in the labor market, especially in the sectors of public catering, leisure and tourism that have been most affected by the pandemic. As the second important problem, the authors point to ineffective staff reduction, the dismissal of useful and valuable employees of some organizations while maintaining an unnecessarily bloated staff of others. It also mentions the reasons and forms of staff retention, some of which, being either forced or economically and technologically attractive, give rise to additional problems. The authors call an important social consequence of the pandemic a reduction in the number and level of personal contacts in society, in particular, in working groups. As a result, the author's vision of the long-term consequences of current events for the state of the labor market, employment of the population and the economy as a whole is proposed.)

scholarly journals The Impact of Interpersonal Communication toward Customer Satisfaction: The Case of Customer Service of Sari Asih Hospital

2018 ◽  
Vol 150 ◽  
pp. 05087
Author(s):  
Novalia Agung W. A.
Keyword(s):  
Customer Satisfaction ◽  
Interpersonal Communication ◽  
Customer Service ◽  
Private Hospital ◽  
Quantitative Approach ◽  
Perspective Theory ◽  
Loyal Customer ◽  
Good Customer Service ◽  
Theory Of Value ◽  
The Impact

Customer Service has a considerable role. In order to retain the loyal customer, their attitude should be friendly, courteous, patient, and willing to listen to what customer said. Good Customer Service should create customer satisfaction for it is the presence of customer determines the existence of the company. This condition is also true for hospital as it is the case of Sari Asih Hospital in Ciledug, Indonesia. Sari Asih Hospital is a private hospital whose average patients are more than 700 patients monthly. This study assume that the interpersonal communication might be the cause. In constructing the argument, this paper will use the Humanistic Perspective Theory and the Theory of Value Expectancy. Quantitative approach will be the method and the survey will use the accident sampling among customers. It was found that the Impact of Interpersonal Communication Sari Asih Hospital toward Customer Satisfaction is has possitive effect.

scholarly journals An Association Between Implementing Trauma-Informed Care and Staff Satisfaction

2017 ◽  
Vol 18 (1) ◽  
pp. 300-312 ◽  
Author(s):  
Travis W. Hales ◽  
Thomas H. Nochajski ◽  
Susan A. Green ◽  
Howard K. Hitzel ◽  
Elizabeth Woike-Ganga
Keyword(s):  
Retention Rates ◽  
Satisfaction Survey ◽  
Staff Retention ◽  
Staff Satisfaction ◽  
Agency Staff ◽  
Social Service Agencies ◽  
Trauma Informed Care ◽  
Trauma Informed ◽  
The Impact ◽  
Service Agencies

Despite its widespread adoption there is limited research on the influence of trauma-informed care (TIC). The current study examined the impact of implementing TIC on the satisfaction of agency staff by comparing the results of a satisfaction survey taken in January of 2014, a month prior to the agency's implementation of TIC, and again twelve months later. As collaboration, empowerment, and self-care are primary components of a TIC organizational approach, its implementation was expected to increase staff satisfaction. Following the implementation of TIC, agency staff reported higher scores on all but one of the six satisfaction survey factors. Increases in staff satisfaction have been associated with better staff retention rates, increased organizational commitment and better performance. In consequence, TIC implementation is associated with increased staff satisfaction, and may positively influence organizational characteristics of significance to social service agencies. 

Customer Service on Twitter

2015 ◽  
pp. 130-153 ◽  
Author(s):  
Alexa K. Fox ◽  
Scott Cowley
Keyword(s):  
Social Media ◽  
Service Delivery ◽  
Customer Service ◽  
Service Providers ◽  
Customer Expectations ◽  
Service Interaction ◽  
Service Expectations ◽  
Twitter Users ◽  
The Impact

Twitter is one of the world's most popular social media websites, and company spending on social media is rapidly increasing. One area of investment for companies in social media is customer service, but many marketers struggle to understand how micro-blogging can be integrated into customer service efforts. The purpose of this chapter is to explore customer service interaction on micro-blogs by understanding company and customer expectations on Twitter. The authors examine (1) whether gaps in service expectations exist between consumers and companies in a customer service scenario and (2) the impact of specific customer service response configurations on these consumer-company expectation gaps. Results of a study of Twitter users and customer service providers suggest that differences exist between customers' expectations of customer service on Twitter and companies' understanding of these expectations. The authors discuss how managers can use their understanding of these differences to make better decisions about service delivery through Twitter and other social media websites.

scholarly journals Identifying the Elements of Great Online Customer Encounters

2022 ◽  
pp. 271-281
Author(s):  
Johanna Heinonen ◽  
Juho Pesonen
Keyword(s):  
Customer Service ◽  
Service Providers ◽  
Qualitative Content Analysis ◽  
Statistical Tests ◽  
Service Encounters ◽  
Online Chat ◽  
Theoretical Understanding ◽  
The World ◽  
Extensive Effort ◽  
The Moment

AbstractCustomer service is a major factor in the success of digital marketing. This study examines the service encounters between tourists and service providers, in this case, Visit Helsinki. The goal is to understand what are the dimensions of service quality in online chat discussions between tourists and DMO personnel and what elements in these discussions support the co-creation of great customer experiences. Altogether 123 chat discussions in June 2020 were downloaded and analysed using qualitative content analysis and statistical tests. The results show that great customer experiences are the result of extensive effort from the customer service agents where they go beyond just providing a satisfactory solution for the customer. The results are managerially important for destinations and tourism businesses around the world and increase the theoretical understanding of the moment of truth concept and its different elements in online service encounters.

scholarly journals MANAJEMEN PELAYANAN ISLAMI DALAM MENINGKATKAN KEPUASAN KONSUMEN DI TOKO ALFA BAROKAH KECAMATAN GAYAM KABUPATEN SUMENEP

2021 ◽  
Vol 2 (2) ◽  
pp. 127-143
Author(s):  
Santi Ekawati ◽  
A. Muhyiddin Khotib
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Service Providers ◽  
Business Management ◽  
Weather Factors ◽  
Inhibiting Factor ◽  
Good Customer Service ◽  
The Creation

The creation of consumer or customer satisfaction can make a harmonious relationship between service providers and customers. Since the establishment of the Alfa Barokah store, the needs of the community on the island of Sapudi have begun to be easy and easy to shop in meeting their daily needs. Provide and serve all the needs of the community in order to obtain financial and strengthen business management that is oriented towards service and obtaining halal profits, providing good customer service, providing all products for consumer needs. The discussion in this study is as follows: How is Islamic Management in increasing customer satisfaction at the Alfa Barokah store, Gayam District, Sumenep Regency? And what are the inhibiting and supporting factors in increasing customer satisfaction at the Alfa Barokah store, Gayam District, Sumenep Regency? Based on the results of research and studies that have been carried out by researchers, it shows that 1) Alfa Barokah Stores have treated consumers Islamically such as applying smiles, greetings and greetings to customers, paying attention to appearance and keeping clothes neat, having good and polite employees, providing some facilities and infrastructure and also respects customers like a king. 2) The inhibiting factor for the Alfa Barokah store is the slow delivery of goods due to weather factors. While the supporting factor is applying the attitude of Compliance, Reability, Empathy to customers.

Robots on Blockchain: Emergence of Robotic Service Organizations

2020 ◽  
Vol 4 (1) ◽  
pp. 9-20 ◽  
Author(s):  
Nobuyuki Fukawa
Keyword(s):  
Customer Service ◽  
Service Providers ◽  
Service Organizations ◽  
Service Organization ◽  
Theoretical Research ◽  
Service Economy ◽  
Technological Environment ◽  
Blockchain Technology ◽  
The Impact ◽  
Service Experiences

Radical changes in the technological environment have been forcing service providers to consider whether, if so, how to automate any aspects of their services with robots and other emerging technologies. Some service providers have been adopting robotic service assistants, and even creating organizations partially or fully automated by robots. However, some service providers have not been able to fully take advantage of RSAs’ benefits in a way that enhances customer service experiences. We review those challenges of RSAs and discuss the potential application of blockchain technology in governing a robotic service organization, the concept we propose in this study. Drawing on transaction cost theory and resource-based theory, we discuss theoretical implications of the impact of blockchain technology on the governance of a robotic service organization. Our study represents one of the first theoretical research to evaluate the impact of blockchain technology in a robotic service economy.

Why did they do it? How customers’ self-service technology introduction attributions affect the customer-provider relationship

2016 ◽  
Vol 27 (3) ◽  
pp. 276-298 ◽  
Author(s):  
Edwin J. Nijssen ◽  
Jeroen J. L. Schepers ◽  
Daniel Belanche
Keyword(s):  
Customer Service ◽  
Self Efficacy ◽  
Service Providers ◽  
Low Cost ◽  
Exchange Relationship ◽  
Content Type ◽  
Relational Value ◽  
Low Education ◽  
Self Service ◽  
The Impact

Purpose – Customers often think that innovations, such as self-service technologies (SSTs), are introduced by service providers to cut costs rather than extend customer service levels. The purpose of this paper is to investigate how customers use such attributions to adjust their perceptions of relational value. Design/methodology/approach – Drawing on attribution and relationship marketing theories, this study proposes a conceptual model that includes benefit and cost attributions, their antecedents, and consequences. Survey data came from customers of a supermarket that recently introduced self-scanning technology. Findings – Attributions mediate the impact of SST performance on relational value. This value is highest for customers with high-benefit and low-cost attributions; customers with low-benefit and low-cost attributions exhibit detrimental effects on the exchange relationship with the firm. Characterized by low self-efficacy, low education, and low spending, these latter customers appear ambivalent and possibly confused about the provider’s motives for introducing SST. Practical implications – This research has important implications for service managers responsible for communicating technological innovations to customers. A clear reason for the introduction should be provided, to stimulate customers’ attribution and prevent ambivalence among those with low self-efficacy and low education. Originality/value – Most SST research focusses on adoption, non-adoption, and disadoption. The more subtle responses by customers facing a new SST and the consequences for the customer-provider exchange relationship, as addressed herein, have been left largely unexplored.

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