scholarly journals UNDERSTANDING HOW CHATBOTS WORK: AN EXPLORATORY STUDY OF MENTAL MODELS IN CUSTOMER SERVICE CHATBOTS

2021 ◽  
Vol 19 (1) ◽  
Keyword(s):  
Mental Models ◽  
Customer Service ◽  
Exploratory Study

scholarly journals Incorporating Customer Service Expectations In The Restaurant Industry: The Guide To Survival

2012 ◽  
Vol 28 (5) ◽  
pp. 931
Author(s):  
M.C. Cant ◽  
C. Erdis
Keyword(s):  
Customer Satisfaction ◽  
Empirical Study ◽  
Competitive Advantage ◽  
Customer Service ◽  
Exploratory Study ◽  
Restaurant Industry ◽  
Font Size ◽  
Research Results ◽  
Customer Expectations ◽  
Service Expectations

<span style="font-family: Times New Roman; font-size: small;"> </span><p style="margin: 0in 0.5in 0pt; text-align: justify; text-indent: 0in; mso-pagination: none;" class="MsoBodyTextIndent"><span style="font-family: Times New Roman; font-size: x-small;">With the remarkable growth and economic contributions of the services industry, companies are finding that they need to focus on service to keep up with rising customer expectations and to compete effectively. Thus excellent customer service in a restaurant has the potential of differentiating the restaurant from competing ones and could lead to creating a competitive advantage. Thus, if a restaurant becomes well known for its superior customer service, this can be used as a way of outmanoeuvring competing restaurants.<span style="mso-spacerun: yes;"> </span>This article examines customer service in selected restaurants in the Tshwane area. It is aimed at establishing criteria for excellent customer service in restaurants, which can serve as the basis for building good relationships with customers. An empirical study was conducted to namely to investigate customer service in selected restaurants in the Tshwane Area, with the aim to establish criteria for excellent customer service as a benchmark for establishing relationships with customers, by means of an exploratory study. A self-administered survey was conducted whereby questionnaires were handed to restaurant patrons with the restaurant bill folder.<span style="mso-spacerun: yes;"> </span>Based on the research results, criteria were developed for excellent customer service which can be used as a benchmark for establishing relationships with customers, by providing customer satisfaction, which leads to customer retention, loyalty and ultimately profitability for an organisation.</span></p><span style="font-family: Times New Roman; font-size: small;"> </span>

Do Doctoral Students Need Instructions on Using Google? -- An Exploratory Study

2013 ◽  
Author(s):  
Ping Li ◽  
Jamshid Beheshti
Keyword(s):  
Mental Models ◽  
Doctoral Students ◽  
Search Engine ◽  
Direct Observation ◽  
Information Seeking ◽  
Exploratory Study ◽  
Structured Interview ◽  
Research Purpose ◽  
Information Seeking Behaviour

This paper reports on the findings of an exploratory study on doctoral students’ mental models of a search engine and their information seeking behaviour. Semi structured interview and direct observation techniques were used for the research purpose. The findings show that doctoral students can be differentiated in the dimension of…Cet article présente les conclusions d’une étude exploratoire sur les modèles mentaux des doctorants au sujet d’un moteur de recherche et leur comportement de recherche d’information. Les techniques de l’entrevue semi-structurée et de l’observation directe ont été utilisées pour cette recherche. Les résultats montrent que les doctorants se distinguent par la dimension exhaustive de… 

scholarly journals An exploratory study of fashion social customer service

2019 ◽  
Author(s):  
Karina Nobbs ◽  
Gretchen Harnick
Keyword(s):  
Customer Service ◽  
Exploratory Study ◽  
Redes Sociales ◽  
Medios Sociales ◽  
Medios De Comunicacion

La tecnología digital ha cambiado la forma de las marcas de moda se comunican con los consumidores y del mercado de sus productos. Por otra parte, el auge de las plataformas de medios sociales en los últimos años ha ayudado a hacer este diálogo más atractivo, convocando a millones de nuevos consumidores a  comprometerse con las marcas a nivel personal (PEW, 2013). Un reciente informe de Drapers (2013) sobre la innovación en el mercado del retail en moda, sugiere que el 52 % de las empresas de la moda están utilizando los medios sociales para la interacción con el cliente y la gestión de las relaciones. El objetivo de esta investigación es explorar el uso de los medios de comunicación social para el servicio al cliente. En primer lugar el estudio identificará las razones por las cuales las marcas de moda están utilizando esta plataforma y en segundo lugar, se examinará cómo las marcas las están utilizando. Las empresas que son líderes en este espacio son en su mayor parte empresas de dedicación exclusiva estadounidenses. Como ejemplo, Warby Parker la innovadora marca de anteojos ha estado respondiendo a los problemas de servicio al cliente a través de You Tube clips que actualmente reciben más de 100 visitas (Mashable, 2013). Uno de los grandes retos, y una oportunidad al mismo tiempo, es que los consumidores utilizan las redes sociales para quejarse de los problemas de servicio al cliente (Brandwatch, 2013). ASOS abrió las cuentas de Facebook y Twitter “Estamos aquí para ayudar” para permitir que sus otros canales sociales sean utilizados con fines de relaciones públicas y comunicación minimizando así el contenido negativo en ellos (Bauer, 2013).  Conversocial (2013) es un proveedor de atención al cliente especialista en medios sociales, que ha medido que el monitoreo y la respuesta efectiva en el servicio al cliente en redes sociales pueden tener un retorno directo sobre la inversión. Debido a la ausencia de marcos teóricos asociados, el presente estudio adopta un enfoque cualitativo, utilizando fuentes secundarias, el análisis de contenido de las plataformas de medios sociales y entrevistas en profundidad con representantes de marcas de moda con el fin de cumplir el  objetivo de la investigación.

scholarly journals Incorporating customer service expectations in the restaurant industry: The guide to survival

2010 ◽  
Vol 8 (1) ◽  
pp. 485-493
Author(s):  
Michael Colin Cant ◽  
Cindy Erdis
Keyword(s):  
Customer Satisfaction ◽  
Empirical Study ◽  
Competitive Advantage ◽  
Customer Service ◽  
Exploratory Study ◽  
Customer Retention ◽  
Restaurant Industry ◽  
Research Results ◽  
Customer Expectations ◽  
Service Expectations

With the remarkable growth and economic contributions of the services industry, companies are finding that they need to focus on service to keep up with rising customer expectations and to compete effectively. Thus excellent customer service in a restaurant has the potential of differentiating the restaurant from competing ones and could lead to creating a competitive advantage. Thus, if a restaurant becomes well known for its superior customer service, this can be used as a way of outmanoeuvring competing restaurants. This article examines customer service in selected restaurants in the Tshwane area. It is aimed at establishing criteria for excellent customer service in restaurants, which can serve as the basis for building good relationships with customers. An empirical study was conducted to namely to investigate customer service in selected restaurants in the Tshwane Area, with the aim to establish criteria for excellent customer service as a benchmark for establishing relationships with customers, by means of an exploratory study. A self-administered survey was conducted whereby questionnaires were handed to restaurant patrons with the restaurant bill folder. Based on the research results, criteria were developed for excellent customer service which can be used as a benchmark for establishing relationships with customers, by providing customer satisfaction, which leads to customer retention, loyalty and ultimately profitability for an organisation.

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