How Does Offshore Outsourcing of Customer Services Affect Customer Satisfaction

2018 ◽  
Vol 9 (4) ◽  
pp. 32-46
Author(s):  
Sean Skaarup ◽  
Carolan Mclarney
Keyword(s):  
Customer Satisfaction ◽  
Multinational Enterprises ◽  
Global Network ◽  
Offshore Outsourcing ◽  
Business Decisions ◽  
Modern Business ◽  
Customer Services ◽  
National Boundaries ◽  
A Company ◽  
Industry Peers

As national boundaries and cultural lines continue to blend together, the success of a modern business enterprise has increasingly depended on a global network of stakeholders. To remain sustainable, multinational enterprises (MNEs) seek any competitive advantage that strengthens their brand, improves efficiency, increases profitability, or lowers costs. Considering all available options and committing to perpetual value creation is not just good business sense, it is fundamental to survival. Driving up shareholder value is the result of a culmination of business decisions to meet the expectations of one important stakeholder, the customer. Customers are consumers, and despite significant differences in needs, tastes, and preferences, common denominators are an appreciation for value and transaction benefits that exceed opportunity costs. How effectively a business meets or exceeds a customer's expectations will directly impact their overall satisfaction. Customer satisfaction is sensitive to a wide variety of factors, and how a company addresses them will ultimately determine their success, longevity, and positioning amongst industry peers.

Are Strong Brands a Source of Competitive Advantage in the Virtual World?

2012 ◽  
pp. 4-23 ◽  
Author(s):  
Piyush Sharma
Keyword(s):  
Service Quality ◽  
Brand Image ◽  
Employee Training ◽  
Offshore Outsourcing ◽  
Service Firms ◽  
Service Employees ◽  
Perceived Service Quality ◽  
Customer Services ◽  
National Boundaries ◽  
Complaint Behavior

Offshore outsourcing is a fast-growing trend in the world economy today, and it is changing the way business is done across national boundaries. Specifically, customers are increasingly interacting with service employees located in other countries resulting in many instances of customer backlash due to poor perceived service quality and dissatisfaction. Prior research argues that service firms with strong brands may be less vulnerable to such negative reaction from customers. However, recent studies show that consumer ethnocentrism and unfavorable attitudes towards offshore outsourcing may adversely impact perceived service quality, satisfaction, complaint behavior, brand image, brand loyalty, and repeat purchase intentions. This chapter summarizes these diverse findings and highlights the importance of customer education and employee training to prevent the erosion of brand image and loyalty on one hand, and improve perceived service quality and customer satisfaction on the other, for companies using offshore outsourcing of customer services.

PENGARUH JASA PELAYANAN FREIGHT FORWARDING TERHADAP KEPUASAN PELANGGAN

2018 ◽  
Author(s):  
Andar Sri Sumantri ◽  
Radix Nugrahanto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Secondary Data ◽  
Sampling Technique ◽  
Positive Influence ◽  
Linear Regression Equation ◽  
Independent Variables ◽  
Freight Forwarder ◽  
Freight Forwarding ◽  
A Company

<p>Customer is an important factor for the survival of a company. At a time, company sometimes didn’t know the level of customer satisfaction. If the company continues with this situation, the company would not know the next strategies to develop the company. There are many factors that connected with customer such as trust, facility and service quality. This research objective is to analyze if there is a positive influence, both individually and simultaneously between independent variables which are trust, facility and service quality to the dependent variable which is customers. In this research the object are the customers of PT Panah Persada Logisindo Semarang. The data sources are primary and secondary data using sampling technique of 80 respondents. The results of multiple linear regression equation show that there is a positive influence and partial significant between (t= 3,543 &gt; ttebal = 1, 99167) Trust, (t=4,976 &gt;ttebal=1,99167 ) Facility and (t =3,908 &gt; ttebal= 1, 99167) Service Quality effected by customer satisfaction.</p><p><strong>Keywords: Trust, Facility, Service Quality, Customer Satisfaction</strong></p><p>Kepuasaan Pelanggan merupakan faktor penting terhadap kelangsungan hidup sebuah perusahaan. Masalah yang dihadapi perusahaan saat ini berkaitan dengan tidak diketahuinya kepuasaan Pelanggan setiap tahun, Jika ini dibiarkan terus menerus, perusahaan tidak dapat menentukan strategi untuk meningkakan kepuasaan pelanggan. Ada banyak faktor yang mempengaruhi Kepuasaan Pelanggandipengaruhi oleh kepercayaan, fasilitas dan Kualitas Pelayanaan. Perumusan masalah, tujuan penelitian dan hipotesis pada latar belakang masalah dan tujuan penelitian ini untuk menganalisis adakah pengaruh yang positif baik secara individual dan simultan antara variabel independen yaitu kepercayaan, fasilitas, kualitas pelayanaan terhadap variabel dependen yaitu Kepuasaan Pelanggan. Pada penelitian ini obyek yang diambil pengguna jasa Freight forwarder PT Panah Persana Logisindo Semarang Sumber data meliputi data primer dan sekunder. Sampel pada penelitian ini adalah 80 responden teknik sampling yang digunakan seluruh populasi dijadikan sample. Berdasarkan hasil penelitian dan analisis berganda dihasilkan persamaan : Hasil persamaan regresi linear berganda menunjukkan bahwa ada pengaruh yang positif dan signifikan secara parsial antara ( t hitung = 3,543&gt; t tabel = 1,99167) kepercayaan, (t hitung4,976 &gt; t tabel =1,99167) Fasilitas ( t hitung = 3,908&gt; t tabel = 1,99167) Kualitas pelayanaan terhadap Kepuasaan Pelanggan.</p><p><strong>Kata kunci : Kepercayaan, Fasilitas, Kualitas Pelanggan. Kepuasaan Pelanggan</strong></p>

scholarly journals Business Strategies in HR in Times of Crisis: The Case of Agri-Food Industry in Central Greece

Businesses ◽  
2021 ◽  
Vol 1 (1) ◽  
pp. 36-50
Author(s):  
Konstantina Ragazou
Keyword(s):  
Food Industry ◽  
Group Discussion ◽  
Business Strategies ◽  
Food Sector ◽  
Central Greece ◽  
Internal Mobility ◽  
Modern Business ◽  
Mobility Training ◽  
A Company ◽  
Depth Interviews

Crisis, in whatever form it takes, is a challenge for modern business. The challenge lies in the fact that a company is prepared to balance the difficult conditions that are created, while preserving their business interest and efficiency. Thus, companies focus only on their perceived fixed bases, those that are in the internal environment such as the human capital. The need for better human resource management is more urgent than ever, and the burden on the business department is particularly great. The aim of this qualitative research is to highlight the strategies that were developed by agri-food companies in Greece and contribute to the maintenance and motivation of employees in the context of economic crisis. The methodology of this study is based on in depth interviews that were conducted in focus group discussion. Eleven companies from the agri-food sector in the region of Central Greece participated in the research. The executives highlighted three different strategies that were developed by agri-food companies in Greece, which focused on internal mobility, training and appraisal performance. Companies had to face different difficulties to use these strategies, but most of them proved that they can face their weaknesses and apply these strategies in a turbulent period like a financial crisis.

Enterprise distribution routing optimization with soft time windows based on genetic algorithm

2021 ◽  
pp. 1-11
Author(s):  
Kaixian Gao ◽  
Guohua Yang ◽  
Xiaobo Sun
Keyword(s):  
Genetic Algorithm ◽  
Customer Satisfaction ◽  
Optimization Problems ◽  
Rapid Development ◽  
Time Windows ◽  
Theory And Practice ◽  
Routing Problem ◽  
Logistics Industry ◽  
Routing Optimization ◽  
A Company

With the rapid development of the logistics industry, the demand of customer become higher and higher. The timeliness of distribution becomes one of the important factors that directly affect the profit and customer satisfaction of the enterprise. If the distribution route is planned rationally, the cost can be greatly reduced and the customer satisfaction can be improved. Aiming at the routing problem of A company’s vehicle distribution link, we establish mathematical models based on theory and practice. According to the characteristics of the model, genetic algorithm is selected as the algorithm of path optimization. At the same time, we simulate the actual situation of a company, and use genetic algorithm to plan the calculus. By contrast, the genetic algorithm suitable for solving complex optimization problems, the practicability of genetic algorithm in this design is highlighted. It solves the problem of unreasonable transportation of A company, so as to get faster efficiency and lower cost.

scholarly journals Why service recovery fails

2009 ◽  
Vol 20 (3) ◽  
pp. 253-273 ◽  
Author(s):  
Stefan Michel ◽  
David Bowen ◽  
Robert Johnston
Keyword(s):  
Customer Satisfaction ◽  
Service Failure ◽  
Human Resources Management ◽  
Service Recovery ◽  
Recovery Process ◽  
Content Type ◽  
Information Recovery ◽  
Service Logic ◽  
Recovery Management ◽  
A Company

PurposeThe keys to effective service recovery are familiar to many throughout industry and academia. Nevertheless, overall customer satisfaction after a failure has not improved, and many managers claim their organizations cannot respond to and fix recurring problems quickly enough. Why does service recovery so often fail and what can managers do about it? This paper aims to address these issues.Design/methodology/approachThe objective is to produce an interdisciplinary summary of the growing literature on service recovery, bringing together what each of the author's domain – management, marketing, and human resources management – has to offer. By contrasting those three perspectives using 141 academic sources, nine tensions between customer, process, and employee recovery are discovered.FindingsIt is argued that service recovery often fails due to the unresolved tensions found between the conflicting perspectives of customer recovery, process recovery, and employee recovery. Therefore, successful service recovery requires the integration of these different perspectives. This is summarized in the following definition: “Service recovery are the integrative actions a company takes to re‐establish customer satisfaction and loyalty after a service failure (customer recovery), to ensure that failure incidents encourage learning and process improvement (process recovery) and to train and reward employees for this purpose (employee recovery).”Practical implicationsManagers are not advised to directly address and solve the nine tensions between customer recovery, process recovery, and employee recovery. Instead, concentrating on the underlying cause of these tensions is recommended. That is, managers should strive to integrate service recovery efforts based upon a “service logic”; a balance of functional subcultures; strategy‐driven resolution of functional differences; data‐based decision making from the seamless collection and sharing of information; recovery metrics and rewards; and development of “T‐shaped” employees with a service, not just functional, mindset.Originality/valueThis paper provides an interdisciplinary view of the difficulties to implement a successful service recovery management. The contribution is twofold. First, specific tensions between customer, process and employee recovery are identified. Second, managers are offered recommendations of how to integrate the diverging perspectives.

scholarly journals PENGARUH SERVICE QUALITY, SATISFACTION, DAN PERCEIVED SWITCHING COST TERHADAP CUSTOMER LOYALTY OPERATOR SELULER

2020 ◽  
Vol 9 (1) ◽  
pp. 1-16
Author(s):  
Tommy Setiawan Ruslim ◽  
Henryanto Wijaya ◽  
Halim Putera Siswanto ◽  
Hadi Cahyadi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Social Relations ◽  
Customer Loyalty ◽  
Cell Phone ◽  
Switching Cost ◽  
Cell Phone Use ◽  
Mobile Operator ◽  
Personal Needs ◽  
A Company

The need for cell phone use can be said to be a necessity that cannot be avoided anymore in this day and age, both its use in communicating in business needs, personal needs to social relations with others. The importance of maintaining customer loyalty is very significant to the survival of a company, to maintain customer loyalty many variables that can influence it. This study examines the effect of service quality, customer satisfaction, perceived switching cost on customer loyalty of "X" mobile operator users at a university in West Jakarta. In this research, it was founded that was a positive and significant effect service quality, customer satisfaction, perceived switching cost on customer loyalty of "X" mobile operator users at a university in West Jakarta.

scholarly journals Accountability on Sustainability in Central and Eastern Europe: An Empirical Assessment of Sustainability-Related Assurance

2021 ◽  
Vol 24 (3) ◽  
pp. 27-52
Author(s):  
Oleh Pasko ◽  
Inna Balla ◽  
Inna Levytska ◽  
Nataliia Semenyshena
Keyword(s):  
Eastern Europe ◽  
Multinational Enterprises ◽  
Central And Eastern Europe ◽  
Sustainability Reporting ◽  
Provider Type ◽  
Accountability Standards ◽  
Coding Rules ◽  
A Company ◽  
Big Four

The paper explores how companies from Central and Eastern Europe adopt assurance practices to provide accountability for sustainability. Drawing on modified coding rules from prior research, a conventional content analysis of 36 assurance statements companies from nine countries was conducted. The results imply differences in the content of reports, processes, and implementation of the standards. Exclusively large and multinational enterprises from the energy sectors domiciled in Poland and Hungary are a typical portrait of a company from the study’s sample, striving to issue and assure sustainability reporting. Of the nine countries represented in the study, sustainability assurance statements of companies from Poland, Hungary, and Romania tend to excel in terms of quality. The vast majority of assurance providers belong to the Big Four, who use ISAE3000 as opposed to AA1100AS. Yet, irrespective of the assurance provider type, stakeholders are neglected. It is argued that just transferring the experience of financial auditing to the field of sustainability, which, by and large, has taken place, is not an option. Authors state that following this route, we are heading in the wrong direction, and in technical terms, the wider proliferation of AA1100AS and its principles, with greater emphasis on reasonable assurance as opposed to the limited and enhanced role of stakeholders, are vital to get back on track. The paper contributes to the emerging literature on accountability standards and stresses the need to enhance sustainability-related assurance.

scholarly journals ANALISIS PENGARUH PENERAPAN TOTAL QUALITY MANAGEMENT (TQM) TERHADAP KINERJA KARYAWAN LABORATORIUM DI PT.X

2021 ◽  
Vol 7 (2) ◽  
pp. 114-119
Author(s):  
Niken Septiani Kurnia ◽  
Raden Faris Gumelar ◽  
Rifki Hidayattulloh
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Total Quality Management ◽  
Employee Performance ◽  
Linear Regression Analysis ◽  
Primary Data ◽  
Total Quality ◽  
A Company ◽  
Clear Goal

A company is built of course with a clear goal, namely to get as much profit as possible, but this is not necessarily achieved easily, there are many things that companies need to pay attention to in order to achieve these goals. One of the aspects that can affect company revenue is customer satisfaction with the products produced, where the quality of the products produced needs to be considered because this is directly proportional to customer satisfaction. To achieve customer satisfaction, many things can be done by the company, one of which is the application of Total Quality Management (TQM) as done by PT. X, where the application of TQM aims to increase competitiveness which is done by continuous improvement so that it This can affect employee performance which is also directly proportional to product quality and company earnings. This study was conducted to prove whether the implementation of TQM by PT X affects employee performance or not. The approach used in this study uses linear regression analysis, where the data used is primary data obtained from questionnaires distributed to several respondents. The results showed that variable X had an effect on variable Y with a correlation coefficient of 0.598 and the decision was made that the application of TQM had an effect on employee performance.

scholarly journals INVESTIGATING IMPACT OF SERVICE AND HYGIENE ON HOTEL REPUTATION DURING THE COVID -19 PANDEMIC : A PERSPECTIVE SIGNALING THEORY

2021 ◽  
Vol 7 (2) ◽  
Author(s):  
Juliana Juliana ◽  
Amelda Pramezwary ◽  
Madeline Madeline ◽  
Nadya Valerie ◽  
Sylena Teresia Andrian ◽  
...  
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Role ◽  
Research Method ◽  
Sampling Technique ◽  
Good Service ◽  
Final Sample ◽  
Hotel Service ◽  
A Company

<p>Providing good service to consumers by a company can create customer satisfaction. Two aspects of service quality that play a significant role, in this case, our hotel services and hotel cleanliness. To get around this, entrepreneurs engaged in this field are increasingly competitive in improving service quality, which can meet consumers' needs and desires so that they can compete and develop in competitive conditions. In this study, researchers used the variable dimensions of service quality and hotel cleanliness as The variables that are expected to explain a hotel's good and bad reputation. This study aimed to analyze the effect of hotel services and hotel cleanliness on hotel reputation. This research method is descriptive quantitative with the type of research explanation. This study's population was hotel visitors in Tangerang, with a final sample of 157 respondents selected by the non-probability sampling technique. Methods of data analysis using PLS-SEM. The research shows that the higher the hotel services application will not affect the hotel's reputation during the Covid 19 pandemic. In comparison, the higher the application of hygiene involves the hotel's importance because, during the Covid 19 pandemic, the application of CHSE is the most important in maintaining the reputation of the hotel.</p>Keywords: Hotel Service, Hygiene, Hotel Reputation

scholarly journals ANALISIS TINGKAT KEPUASAN PELANGGAN TERHADAP PELAYANAN PT. TIKI LUBUKLINGGAU MENGGUNAKAN METODE SERVQUAL

2018 ◽  
Vol 3 (2) ◽  
pp. 56-68
Author(s):  
Lukman Hakim ◽  
Mutiara Rulan Sari
Keyword(s):  
Customer Satisfaction ◽  
Consumer Responses ◽  
Performance Results ◽  
The Voice ◽  
A Company

Abstrak Kepuasan pelanggan adalah perasaan senang atau kecewa seseorang yang berasal dari perbandingan antara kesannya terhadap kinerja (hasil) suatu produk dengan harapannya[1]. Pelayanan merupakan suatu kegiatan yang memiliki beberapa unsur ketak berwujudan yang berhubungan dengannya, apa yang melibatkan beberapa interksi dengan konsumen atau pelanggan dengan property dalam kepemilikannya, dan tidak menghasilkan transfer kepemilikan[2]. Hal yang harus diperhatikan dalam memberikan pelayanan kepada konsumen adalah mendengarkan suara konsumen sehingga perusahaan harus memperoleh umpan balik (feed back) beberapa tanggapan konsumen tentang sarana dan prasarana yang berhubungan dengan pelayanan yang diberikan kepada konsumen untuk kontrol dan ukuran keberhasilan suatu perusahaan itu sendiri, hal ini juga yang mengharuskan perusahaan untuk menyusun strategi dalam mengatasi pesaingan agar menjadi pilihan utama pelanggan. Kata Kunci : Analisis, Kepuasan Pelanggan, Pelayanan Abstract Satisfaction is a feeling of pleasure or disappointment that comes from the compatibility between the impression of performance (results) a product with his hopes. Service is an activity that has several intangible elements associated with it, what involves several interactions with consumers or customers with property in their ownership, and does not result in ownership transfers. The thing that must be considered in providing services to consumers is listening to the voice of consumers so that the company must obtain feedback some consumer responses regarding facilities and infrastructure related to services provided to consumers for control and measures of success of a company itself, this also requires companies to develop strategies to overcome competition in order to become the primary choice of customers. Keywords : Analysis, Customer Satisfaction, Service

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