scholarly journals Business Communication – A Key to Improve Customer Satisfaction

2021 ◽  
pp. 173-180
Author(s):  
Asima Begum
Keyword(s):  
Customer Satisfaction ◽  
Critical Role ◽  
Business Communication ◽  
Feedback System ◽  
Customer Relationship ◽  
Goods And Services ◽  
Communication Models ◽  
Customer Trust ◽  
Relationship Of

In the fast growing and changing competitive market, it is inevitable for the business to win the customer trust. But it is possible while maintaining proper business communication. The purpose of this paper is to investigate the critical role of business communication in enhancing customer satisfaction. The literature focused mainly on how business communication relates to customer satisfaction in addition to value creation and relationship of sales. In this paper it also covered the some aspects that can influence on customers satisfaction such as role of communication, maintaining customer relationship and their loyalty towards the organisation. The findings are in order to deliver better goods and services, it is best for the organisation to expand the use of communication models. The organisation should develop its feedback system, incorporate staff training, and run a daily advertisement campaign to attract new customers and warn current customers about upcoming events, according to the recommendations.

scholarly journals The Mediation Role of E-Trust Towards Websites Quality and Satisfaction of E-Customers

2021 ◽  
Vol 10 (1) ◽  
pp. 387-399
Author(s):  
ZAIBUNNISA SIDDIQI ◽  
SHAHZAD NASIM ◽  
MUSARRAT SHAMSHIR
Keyword(s):  
Customer Satisfaction ◽  
Quantitative Research ◽  
Online Shopping ◽  
Sampling Technique ◽  
Mediating Effect ◽  
Website Quality ◽  
Goods And Services ◽  
Use Of The Internet ◽  
Customer Trust

Online purchasing is a valuable opportunity for the new generation in Pakistan. The use of the internet and smartphones is rapidly increasing day by day due to several reasons one of them is emergencies in COVID-19. However, recently the majority of consumers prefer the traditional way of purchasing goods and services instead of online shopping. Hence, numerous studies identified that there is a lack of trust and security in online shopping in the perception of customers. Therefore, the scholar aims to investigate the role of e-trust in the relationship between website quality and e-customer satisfaction in online shopping. The quantitative research technique, the judgmental sampling technique, and the adopted questionnaire are used for the data collection from e-consumer. The findings of the study indicated that through the mediating effect of e-trust, website quality has a significant impact on e-customer satisfaction. Besides, e-trust serves as a primary mediating factor between website quality and e-customer satisfaction. To satisfy the shopper in online purchasing through websites, the development of trust is the crucial factor because of cybercrimes that harm the e- consumers. Keywords: Website Quality, E-customer Trust, E-customer Satisfaction.

Understanding the Relationship Between Customer Satisfaction, Customer Engagement and Repeat Purchase Behaviour

2021 ◽  
pp. 097226292199259
Author(s):  
Devika Rani Sharma ◽  
Balgopal Singh
Keyword(s):  
Customer Satisfaction ◽  
Relationship Building ◽  
Customer Relationship ◽  
Mediation Effect ◽  
Customer Engagement ◽  
Mediating Role ◽  
Repeat Purchase ◽  
Building Activities ◽  
The Relationship

Emergence of technology has not only boosted the growth of customer engagement but has also paved way for customers to become active co-creators with the firms. Customer engagement activities are taking over the customer relationship building activities in the present scenario. Customers’ experience with a particular brand has its impact on satisfaction levels and their repurchasing intention in future as well. According to Rosetta Consulting report an engaged customer is likely to buy 90% more frequently and may spend 300% more than other customers. Hence, the present has tried to understand the mediating role of satisfaction on customer engagement in retaining the customers or persuading the customers to repurchase. The results show that there exists a significant mediation effect of customer satisfaction in influencing their repeat purchase behaviour.

Verb paradigm in Tomo Kan Dogon: interconnections of polypredicative constructions, grammaticalization, and tonology

2021 ◽  
pp. 252-268
Author(s):  
V. V. Dyachkov ◽  
Keyword(s):  
Critical Role ◽  
The Other ◽  
Anal Ysis ◽  
Syntactic Position ◽  
The Family ◽  
Similar Range ◽  
Tonal Contour ◽  
Relationship Of

The paper deals with the grammaticalization problems in Tomo Kan (Dogon family, Niger-Congo) and, in particular, with the diachronic relationship of polypredicative constructions and TAM markers. Dogon languages are characterized by TAM systems that seem to be dia-chronically unstable since markers with a similar range of meanings go back to different lexi-cal sources in different languages of the family. TAM markers are apparently associated with polypredicative constructions, which are very common in Dogon and preserve some of their morphosyntactic properties. At the same time, Dogon languages are characterized by complex tonal changes triggered not only by phonological context but also by the syntactic position of constituents. These tonal changes, frequently referred to as tonosyntax, accompany the formation of polypredicative constructions and other syntactic phenomena. A thorough inves-tigation of Tomo Kan TAM markers shows their tonosyntactic properties to resemble those of polypredicative constructions. Moreover, assuming that tonosyntax of polypredicative con-structions triggers certain tonal contour overlays, one can account for tonal alternations ob-served in TAM forms which would have been left otherwise unexplained. However, the anal-ysis also reveals that at least two classes of TAM forms must be distinguished in Tomo Kan: one of them inherits the tonosyntax of polypredicative constructions while the other does not. A hypothesis is put forward that the latter class has a different source of grammaticalization and is probably associated with verb stem incorporation rather than with polypredication. Methodologically, the paper shows a critical role of tonology in the analysis of grammaticalization processes in tonal languages.

How Does Employee Infusion Use of CRM Systems Drive Customer Satisfaction? Mechanism Differences Between Face-to-Face and Virtual Channels

MIS Quarterly ◽  
2021 ◽  
Vol 45 (2) ◽  
pp. 719-754
Author(s):  
Liwei Chen ◽  
J. J. Po-An Hsieh ◽  
Arun Rai ◽  
Sean Xin Xu
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
User Satisfaction ◽  
Critical Role ◽  
Customer Relationship ◽  
Service Firms ◽  
Face To Face ◽  
Virtual Channels ◽  
Service Channels ◽  
Expectation Confirmation

To attain customer satisfaction, service firms invest significant resources to implement customer relationship management (CRM) systems to support internal customer service (CS) employees who provide service to external customers in both face-to-face and virtual channels. How CS employees apply sophisticated CRM systems to interact with customers and how the mechanisms through which their CRM usage affects customer satisfaction vary across service channels and bear important implications. We approach these issues by investigating the concept of infusion use, defined as CS employees’ assessment of the extent to which they use a CRM system to its fullest potential to best support their work in the CRM-enabled service interaction context. Drawing on the IS success framework and expectation confirmation theory, we first formulate a baseline model that explains the direct and indirect mechanisms through which CS employees’ infusion use of CRM systems leads to customers’ expectation confirmation, which in turn affects customers’ satisfaction. We then draw on the lenses of media richness and communication adaptation to theorize why these two mechanisms exert differential influence in face-to-face and virtual channels. We test the hypotheses by collecting multiwave data from CS employees, customers, and firm archives of a Fortune 500 telecom service firm. We find that (1) CS employee infusion use can directly contribute to customer expectation confirmation and indirectly do so through CS employees’ satisfaction with the system (i.e., user satisfaction), and (2) the direct mechanism plays a more critical role in the face-to-face channel, whereas the indirect mechanism is more important in the virtual channel. Our findings inform managers of the avenues through which employees’ infusion use promotes CRM-enabled service success across face-to-face and virtual service channels.

The Role of Emerging Technologies in Developing and Sustaining Diverse Suppliers in Competitive Markets

2013 ◽  
pp. 95-105
Author(s):  
Alvin J. Williams
Keyword(s):  
Relationship Management ◽  
Customer Relationship ◽  
Direct Impact ◽  
Goods And Services ◽  
Electronic Procurement ◽  
Management Processes ◽  
Business Customers ◽  
Business To Business

As organizations seek to maintain competitiveness in an ever-challenging global economic environment, considerable attention has been focused on rationalizing and realigning supply bases to match market realities. Firms are reducing and restructuring the number and types of suppliers from which they buy goods and services worldwide. This restructuring has a direct impact on minority suppliers. This chapter focuses on how minority suppliers can use technology, with particular focus on electronic procurement systems and related methods, to strengthen performance and attractiveness to potential business-to-business customers. Through the use of e-procurement, electronic auctions, and multiple customer relationship management processes, minority firms can strengthen relationships that lead to long-term success.

The Impact of Artificial Intelligence and Virtual Personal Assistants on Marketing

2018 ◽  
pp. 5748-5756 ◽  
Author(s):  
Christina L. McDowell Marinchak ◽  
Edward Forrest ◽  
Bogdan Hoanca
Keyword(s):  
Artificial Intelligence ◽  
Customer Satisfaction ◽  
Security Requirements ◽  
Marketing Effort ◽  
Ethical Implications ◽  
Personal Assistants ◽  
Customer Trust ◽  
The Impact

This entry will review the state of the art in AI, with a particular focus on applications in marketing. Based on the current capabilities of AI in marketing, the author's explore the new rules of engagement. Rather than simply targeting consumers, the marketing effort will also be directed at the algorithms controlling the consumers' virtual personal assistants (VPAs). Rather than exploiting human desires and weakness, marketing will need to focus on meeting the user's actual needs. The level of customer satisfaction will be even more critical as marketing will need to focus on establishing and maintaining a reputation in competition with those of similar offerings in the marketplace. This entry concludes with thoughts on the long-term implications, exploring the role of customer trust in the adoption of AI agents, the security requirements for agents and the ethical implications of access to such agents.

The Role of Brand Loyalty on CRM Performance

2015 ◽  
pp. 413-446 ◽  
Author(s):  
Kijpokin Kasemsap
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Brand Loyalty ◽  
Customer Value ◽  
Relationship Management ◽  
Customer Relationship ◽  
Management Performance ◽  
Business Goals ◽  
Positive Effect

This chapter introduces the framework and causal model of customer value, customer satisfaction, brand loyalty, and customer relationship management performance in terms of the innovative manufacturing and marketing solutions. It argues that dimensions of customer value, customer satisfaction, and brand loyalty have mediated positive effect on customer relationship management performance. Furthermore, brand loyalty positively mediates the relationships between customer value and customer relationship management performance and between customer satisfaction and customer relationship management performance. Customer value is positively correlated with customer satisfaction. Understanding the theoretical learning is beneficial for organizations aiming to increase customer relationship management performance and achieve business goals.

Multisensory experience for enhancing hotel guest experience

2019 ◽  
Vol 31 (11) ◽  
pp. 4313-4337 ◽  
Author(s):  
Minwoo Lee ◽  
Seonjeong (Ally) Lee ◽  
Yoon Koh
Keyword(s):  
Big Data ◽  
Customer Satisfaction ◽  
Business Intelligence ◽  
Critical Role ◽  
Big Data Analytics ◽  
Cognitive Effort ◽  
Content Type ◽  
The Relationship ◽  
Multisensory Experience

Purpose This study aims to investigate the effect of customers’ multisensory service experience on customer satisfaction with cognitive effort and affective evaluations using big data and business intelligence techniques. Design/methodology/approach Online customer reviews for all New York City hotels were collected from Tripadvisor.com and analyzed through business intelligence and big data analytics techniques including data mining, text analytics, sentiment analysis and regression analysis. Findings The current study identifies the relationship between affective evaluations (i.e. positive affect and negative affect) and customer satisfaction. Research findings also find the negative effect of reviewer’s cognitive effort on satisfaction rating. More importantly, this study demonstrates the moderating role of multisensory experience as an innovative marketing tool on the relationship between affect/cognitive evaluation and customer satisfaction in the hospitality setting. Originality/value This study is the first study to explore the critical role of sensory marketing on hotel guest experience in the context of hotel customer experience and service innovation, based on big data and business intelligence techniques.

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