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 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>

scholarly journals Assessing the predictors of satisfaction with life of employees in Windhoek, Namibia

2019 ◽  
Vol 17 ◽  
Author(s):  
Imelda Rodriques ◽  
Wesley R. Pieters
Keyword(s):  
Service Delivery ◽  
Customer Service ◽  
Police Officers ◽  
General Health ◽  
Satisfaction With Life ◽  
Psychological Capital ◽  
Negative Relationship ◽  
Research Approach ◽  
Employees Satisfaction ◽  
The Impact

Orientation: Service delivering organisations are required to deliver quality services. It is of utmost importance to improve employees’ satisfaction with life which is consistent with an organisation’s effectiveness and efficiency.Research purpose: This study investigated the impact of psychological capital (PsyCap) and general health on the satisfaction with life of employees of a parastatal and police officers in Windhoek, Namibia.Motivation for the study: Poor service delivery and little regard for customer service are a result of unhealthy and dissatisfied employees spiralling into poor service delivery and customer dissatisfaction.Research approach, design and method: A quantitative research approach (questionnaire) was used to collect data on the biographical details, PsyCap, general health and employees’ satisfaction with life. The sample consisted of (n = 129) employees from a parastatal and (n = 152) employees of the Namibian Police Force.Main findings: Psychological capital reported a positive relationship with satisfaction with life. General health reported a negative relationship with satisfaction with life. Hope and social dysfunction were found to be significant predictors of satisfaction with life.Practical and managerial implications: Offering praise and recognition to hardworking employees enhances their self-efficacy, making them want to take on more challenging tasks while getting the needed guidance. Implementing stress management or wellness programmes helps employees cope better with job demands and improves employees’ general health.Contribution or value-add: Based on the literature, this is the first study carried out in Namibia on this topic, and it adds to existing knowledge within the customer service industry and paves the way for future researchers. This study will assist organisations in developing interventions aimed at keeping employees satisfied with life.

scholarly journals Assessing the Impact of Service Quality on Customers and Operators: Empirical Study

2016 ◽  
Vol 11 (9) ◽  
pp. 207
Author(s):  
Mohammad Sultan Ahmad Ansari ◽  
Jamal Ahmad Farooquie ◽  
Said Gattoufi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Delivery ◽  
Customer Loyalty ◽  
Service Providers ◽  
Operational Performance ◽  
Service Delivery System ◽  
Telecom Service ◽  
The Impact ◽  
Original Equipment Manufacturers

The aim of this paper is to evaluate the impact of Service Quality on Customer Satisfaction, Customer Loyalty and Operational Performance of telecom service industry in Sultanate of Oman. It also investigate how technology adds value to service delivery system and improvement of Service Quality. The empirical data were collected by administering 1,450 questionnaires and out of which 888 completed and usable responses were retrieved. The study is first of kind that evaluated well-established chain of service i.e. services provided by Original Equipment Manufacturers to Telecom Service Providers and further service provided by the Telecom Service Providers to the End Users. The feedback was taken on forward and backward chain to evaluate comprehensive service chain, instead of evaluating an individual chain i.e. Service provided by Original Equipment Manufacturers to Telecom Service Providers or vice versa or from Telecom Service Providers to the End Users. Questionnaires feedback was taken from comprehensive chain of services, i.e. forward and backward chain feedback was considered. Research findings suggest that technological support would improve service delivery system and service organizations shall put special emphasize on Service Quality for achieving critical success, which would improve overall Customer Satisfaction, Customer Loyalty, Operational Performance and Firm Profitability.

Teleological sales and purchase approaches in complex business relationships – customers’ expectations before and perceptions after purchase

2018 ◽  
Vol 33 (4) ◽  
pp. 523-538 ◽  
Author(s):  
Rocío Rodríguez ◽  
Göran Svensson ◽  
Sergio Román ◽  
Greg Wood
Keyword(s):  
Customer Service ◽  
Service Providers ◽  
Implementation Process ◽  
Service Research ◽  
Business Relationships ◽  
Survey Analysis ◽  
Content Type ◽  
Empirical Inquiry ◽  
Service Expectations ◽  
Functional Teams

Purpose The purpose of this study is to examine the actions and interactions that take place before and after purchase between a service provider (service seller) and its customers (service buyers) in complex business relationships. Specifically, it is to examine customers’ expectations of the service provider’s service offer before purchase and the same customers’ perceptions of the service solution offered after purchase in a business-to-business (B2B) context. Design/methodology/approach This study adopted a mixed methods design, which combined data generated through in-depth interviews (both with service buyers and key informants from the service company), an online customer survey, analysis of textual documents and structured observations of buyer–seller interactions and actions. Both objective and subjective points of view at different stages of the investigation were collected. Findings The authors’ results show that, contrary to previous evidence in B2C service research, the customers’ perceptions of the service performance were not significantly related to their previous expectations. In this context, characterized by dynamic and constantly evolving processes and many parties (both from the buyer and the seller company) involved in the implementation process, service complexity may cause a lack of well-formed expectations regarding how the service will perform and its relevant performance attributes. Research limitations/implications This study suggests that the service models traditionally used to describe and explain customer service expectations and perceptions in relatively simple service contexts with final consumers are difficult to apply in B2B complex business relationships. Rather, scholars need to take a holistic, continuously evolving and adapted perspective when examining the formation of customer service expectations and their perceptions in B2B complex services. Practical implications There should be a teleological balance between sales and purchase approaches in B2B contexts to optimize the outcome of complex business relationships between service providers and service receivers. The authors suggest several recommendations to service providers to ensure that their salespeople do not create unrealistic and unachievable expectations in the minds of the service receivers. Service providers are also encouraged to develop formal cross functional teams (e.g. consisting of salespeople, service technicians and service support) based on mutual understanding and information sharing. Originality/value This study provides an alternative time-oriented understanding of the way customer expectations before purchase and their perceptions after purchasing a complex software solution in industrial markets formed through the lens of teleological framework. As such, this is the first empirical inquiry with this specific framework in B2B contexts making a relevant contribution to literature.

scholarly journals ANTESEDEN DAN KONSEKUEN PENGGUNAAN MEDIA SOSIAL BAGI UMKM: ANALISIS PERSPEKTIF ORGANISASI

2018 ◽  
Vol 19 (3) ◽  
pp. 12
Author(s):  
Anissa Hakim Purwantini ◽  
Friztina Anisa
Keyword(s):  
Social Media ◽  
Customer Service ◽  
Partial Least Square ◽  
Least Square ◽  
Media Technology ◽  
Factors Affecting ◽  
Media Usage ◽  
Internal Operations ◽  
Use Of Social Media ◽  
The Impact

Utilization of social media technology for business interests has been widely done both in largecompanies and MSMEs (Micro, Small and Medium Enterprise). Utilization of social media forMSMEs is very important to face the competition in this globalization era. This study empiricallyexamines the antecedents of social media usage and its impact on MSMEs performance basedon the Technology-Organization-Environment framework and Resource Based View theory. Thesurvey method by distributing questionnaires was conducted to MSMEs from various industriesin Magelang. Analysis with SEM-Partial Least Square indicates that customer pressure andmobile environment are significant factors affecting the use of social media. Furthermore, thedimensions of the impact on internal operations, sales, marketing and customer service aresignificant and make the value of social media usage for MSMEs. Technological competenceand competitive pressure does not affect the social media usage for MSMEs.Keywords: social media, SMEs, organization perspective, TOE, RBV

scholarly journals MANAJEMEN MUTU TERPADU DI PESANTREN

2021 ◽  
Vol 15 (2) ◽  
pp. 195-226
Author(s):  
Siti Aimah
Keyword(s):  
Quality Management ◽  
Service Providers ◽  
Stakeholder Involvement ◽  
Boarding School ◽  
Quality Standards ◽  
Customer Expectations ◽  
Implementation Evaluation ◽  
Quality Culture ◽  
Analysis Technique ◽  
The Impact

The purpose of this study is to find; planning, implementation, evaluation, follow-up, characteristics and impacts of quality standards on the application of integrated quality management in Pondok Pesantren Darussalam Blokagung and Pondok Pesantren Modern Al-Kautsar Banyuwangi. This study uses a qualitative approach to the data collection techniques used that are: observation, interviews and documentation. The data analysis technique uses interactive three models that are: data reduction, data presentation, conclusion drawing. The results of this research: first, the pattern of MMT application in pesantren is influenced by the typology of the education system used, but substantially has the same pattern of organizing, planning, implementing, monitoring and innovation. The pattern formed a cycle that repeated itself in the implementation of quality activities with the control of the person responsible for quality in collaboration with all stakeholders in the Islamic boarding school, especially the organizers of the managed educational activities; second, characteristics of MMT in pesantren that is focus on customers in providing satisfaction, total stakeholder involvement both internal and external in organizing quality activities, quality standards that are in line with customer desires, commitment of pesantren education service providers in supporting the improvement of quality culture, continuous improvement through improving quality standards in line with increasing customer expectations and innovation values ​​of the quality of the pesantren so that the public is increasingly in demand,  prospective students and users, the integration of education and dual graduation is now increasingly in demand by the community; third the impact of implementing integrated quality management in pesantren is improvement of quality culture that triggers public appeal, to register their children in Islamic boarding schools and increasing number of students in pesantren, the increasing recognition of the quality (education) of pesantren in the community.

scholarly journals Impact of the New Public Management Paradigm on the Operation of Federal Establishments in Borno State, Nigeria

2017 ◽  
Author(s):  
Usman D Umaru
Keyword(s):  
Quality Of Service ◽  
Service Delivery ◽  
Public Service ◽  
Public Management ◽  
New Public Management ◽  
Service Providers ◽  
Chi Square ◽  
New Public ◽  
The Impact

The study examined the impact of the New Public Management Paradigm on the operation of Federal establishments in Borno State, Nigeria. To achieve this objective, the collected data were analysed using Chi-square, Correlation and ANOVA. The study revealed that there is a significant improvement in the performance of the staff and the quality of service delivery in the Federal establishments under study. The study concluded that the outsourcing of services has improved the quality of service delivery. However, the policy was not being properly implemented because in some of the Federal establishments under study, the same services outsourced were being carried out by very few retained staff. They were not enough to do the job and the outsource firms given the contract, did not provide enough qualified staff to augment the short-fall. The study recommended that qualified service providers (outsourcing firms) in the relevant cadres be allowed to do the job or as an alternative, the Federal government can encourage the setting up of Independent Units in all its establishments to compete with the outsourcing firms in carrying out outsourcing services at a fee, in order to attain qualitaty service delivery.   Keywords: New Public Management, Public service, Outsourcing and Service delivery.

scholarly journals Website Based E-Commerce Waste Recycling Products

2021 ◽  
Vol 1 (2) ◽  
Author(s):  
Setyorini Setyorini ◽  
Syarif Hidayatullah ◽  
Ike Kusdyah Rachmawati
Keyword(s):  
Social Media ◽  
Customer Satisfaction ◽  
Customer Service ◽  
Product Information ◽  
Waste Recycling ◽  
Waste Material ◽  
Material Resource ◽  
Bank Managers ◽  
Waste Bank ◽  
The Impact

The use of websites and social media as sales engines has begun to develop in line with the advancement of e-commerce. The waste bank is a waste material resource that can be recycled and made into a usable product whose existence has been ongoing until now but does not yet have an online promotional media that suits your needs. Creating a website that is in accordance with the intended flow of needs so that the website can make it easier for waste bank managers to widely market recycled products and reach consumers nationally. Especially at the Garbage Bank Recycling Product Gallery, Mojo Sari village, Malang Regency. The waste bank recycling e-commerce website created will be able to solve customer service problems that have been complained of. The impact is the increased level of customer satisfaction with ease of viewing product information, ease of ordering, and payment processing.

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