The Order of Service: The Practical Management of Customer Interaction

2004 ◽  
Vol 9 (4) ◽  
pp. 28-49 ◽  
Author(s):  
Barry Brown
Keyword(s):  
Social Interaction ◽  
Customer Service ◽  
Video Data ◽  
Ability To Work ◽  
Part List ◽  
Rhetorical Devices ◽  
Customer Interaction ◽  
Practical Management ◽  
Service Staff ◽  
Economic Markets

This paper discusses a pervasive yet neglected form of social interaction, that between service staff and customers. Observational and video data from two different shop settings are used to explore three aspects of service interactions. First, queues are discussed, a mundane yet massively prevalent device for managing when and how customers are served. Queues depend on customers ability to ‘work the queue’, to be able to see who is queuing and their place in the queue. This rests not only on the recognition of queuing behaviour, but also its production by those queuing. Second, artefacts in shop settings have not only a material role, but are resources used in interaction. The shop counter is both a surface to place goods, and a shared interactional space between customer and staff where the placement of goods has meaning for the interaction. Third, staff and customers manage their interactions using rhetorical devices, such as using three part list display can be used to show the validity of advice being given. From these observations we draw two conclusions: Behaviour in service settings has a strong moral component in that divergences from correct behaviour (such as queue skipping) are quickly sanctioned. This morality is from those in the setting, rather than an analyst's judgement, suggesting that the morality of economic markets can be studied as an endogenous feature of those markets. Second, customer service relies upon a prevalent yet powerful ‘ordinary vision’ - the skills of seeing, but also producing, the predictable actions that make up the order of service.

scholarly journals Satisfying Service Customer through a Strong Service Strategy

2018 ◽  
Vol 12 (2) ◽  
pp. 25
Author(s):  
Gurpreet Kaur Chhabra
Keyword(s):  
Customer Service ◽  
Service Marketing ◽  
Essential Elements ◽  
The Other ◽  
Service Firms ◽  
Service Strategy ◽  
Customer Expectations ◽  
Customer Interaction ◽  
Service Staff ◽  
Customer Defection

Services require a lot of customer interaction and involvement. Research in the field of service marketing suggests that this particular sector mainly earns profit from customer retention. Therefore the need of the hour is to design a strong service strategy. It is easy to get a customer through strong advertising or publicity efforts but retaining customers and keeping them delighted is almost impossible for any firm. Therefore they have to continuously keep on innovating in order to understand and surpass the rising customer expectations. But still at times despite of the best efforts of company or service staff some customers due to some or the other reason become dissatisfied with the service firm and as a result stop patronizing and change their loyalty and move to other competitive firms. It is very essential to recover such defected customers. There are certain strategies which, if religiously adopted by the service firms can not only help them bring back the defected customers but also equip them in preventing customer defection at first place itself. In this article an attempt has been made to highlight the essential elements and steps involved in designing and delivering effective and efficient customer service strateg

Monitoring the swimzone while finding south: sustained orientation in multiactivity among beach lifeguards

2017 ◽  
Vol 37 (6) ◽  
pp. 683-711
Author(s):  
Simon Harrison ◽  
Robert F. Williams
Keyword(s):  
Social Interaction ◽  
Frame Analysis ◽  
Video Data ◽  
Body Orientation ◽  
The Sun ◽  
Professional Vision ◽  
Gaze Behavior ◽  
Gaze Patterns ◽  
Sequential Analyses

Abstract Lifeguards stationed opposite their swimzone on a beach in southwest France huddle around a diagram in the sand; the Head Lifeguard points to the sun then looks at the swimzone. What is going on here? Our paper examines two excerpts from this interaction to explore how lifeguards manage an instruction activity that arises in addition to the task of monitoring the swimzone. Building on frame analysis and multiactivity in social interaction, we focus on the role of gaze behavior in maintaining a sustained orientation to the swimzone as a distinct activity in this setting. Multimodal, sequential analyses of extracts from the video data show that orientation to the lifeguarding task is sustained primarily by body orientation and gaze patterns that routinely return to the swimzone. This is supported when sustained orientation away from the swimzone leads to the momentary suspension of the instruction activity and consequent re-organization of the interaction, illustrating the normative and visible nature of managing multiactivity. These gaze behaviors and interactive patterns constitute practices of professional vision among beach lifeguards.

Some ‘technical challenges’ of video analysis: social actions, objects, material realities and the problems of perspective

2012 ◽  
Vol 12 (3) ◽  
pp. 255-279 ◽  
Author(s):  
Paul Luff ◽  
Christian Heath
Keyword(s):  
Social Interaction ◽  
Detailed Analysis ◽  
Video Analysis ◽  
Video Data ◽  
Technical Consideration ◽  
Camera Angle ◽  
Research Activities ◽  
Social Actions ◽  
Naturally Occurring ◽  
Conventional Solution

Unlike the wide-ranging methodological debates surrounding the accomplishment and analysis of interviews, fieldwork and focus groups, the discussions concerning the use of video data tend to focus on a few frequently rehearsed issues. In this article we wish to broaden the consideration of methodological concerns related to video. We address the problems faced when collecting data, particularly on how to select the framing for the recordings. We discuss the problems faced by researchers and how these have been addressed, revealing how a conventional solution has emerged that facilitates a particular kind of ‘multi-modal’ analysis. We then suggest some limitations of this framing and describe a number of recent approaches to recording video data that seek to overcome these constraints. While providing opportunities for very distinctive kinds of analyses, adopting these solutions places very particular demands on how data are collected, how research activities are conventionally undertaken, and perhaps more importantly, the nature of the analysis that is made possible. Although seeming to be a practical and technical consideration about recording data, selecting a camera angle uncovers methodological concerns that reveal the distinctive demands that video places on researchers concerned with the detailed analysis of naturally occurring social interaction.

scholarly journals Recording and Transcribing Interactions of Individuals Using Augmentative Communication Technologies

2021 ◽  
Vol 19 (4) ◽  
pp. 601-618
Author(s):  
Джефф Хиггинботам ◽  
Кайла Конуэй ◽  
Антара Сатчидананд
Keyword(s):  
Social Interaction ◽  
Social Interactions ◽  
Research Question ◽  
Communication Technologies ◽  
Augmentative Communication ◽  
Video Data ◽  
Recording Equipment ◽  
Hard Drives ◽  
The Social ◽  
Video And Audio

The purpose of this article is to provide the reader with tools and recommendations for collecting data and making microanalytic transcriptions of interaction involving people using Augmentative Communication Technologies (ACTs). This is of interest for clinicians, as well as anyone else engaged in video-based microanalysis of technology mediated interaction in other contexts. The information presented here has particular relevance to young researchers developing their own methodologies, and experienced scientists interested in social interaction research in ACTs or as well as other digital communication technologies. Tools and methods for recording social interactions to support microanalysis by making unobtrusive recordings of naturally occurring or task-driven social interactions while minimizing recording-related distractions which could alter the authenticity of the social interaction are discussed. Recommendations for the needed functionality of video and audio recording equipment are made with tips for how to capture actions that are important to the research question as opposed to capturing 'generally usable' video. In addition, tips for processing video and managing video data are outlined, including how to develop optimally functional naming conventions for stored videos, how and where to store video data (i. e. use of external hard drives, compressing videos for storage) and syncing multiple videos, offering different views of a single interaction (i. e. syncing footage of the overall interaction with footage of the device display). Finally, tools and strategies for transcription are discussed including a brief description of the role transcription plays in analysis, a suggested framework for how transcription might proceed through multiple passes, each focused on a different aspect of communication, transcription software options along with discussion of specific features that aide transcription. In addition, special issues that arise in transcribing interactions involving ACTs are addressed.

scholarly journals Scene Understanding Technology of Intelligent Customer Service Robot Based on Deep Learning

2021 ◽  
Vol 2066 (1) ◽  
pp. 012049
Author(s):  
Jianfeng Zhong
Keyword(s):  
Deep Learning ◽  
Customer Service ◽  
Traditional Method ◽  
Scene Understanding ◽  
Value Added ◽  
Service Robots ◽  
Service Robot ◽  
Similarity Threshold ◽  
Service Staff ◽  
Better Than

Abstract As a value-added service that improves the efficiency of online customer service, customer service robots have been well received by sellers in recent years. Because the robot strives to free the customer service staff from the heavy consulting services in the past, thereby reducing the seller’s operating costs and improving the quality of online services. The purpose of this article is to study the intelligent customer service robot scene understanding technology based on deep learning. It mainly introduces some commonly used models and training methods of deep learning and the application fields of deep learning. Analyzed the problems of the traditional Encoder-Decoder framework, and introduced the chat model designed in this paper based on these problems, that is, the intelligent chat robot model (T-DLLModel) obtained by combining the neural network topic model and the deep learning language model. Conduct an independent question understanding experiment based on question retelling and a question understanding experiment combined with contextual information on the dialogue between online shopping customer service and customers. The experimental results show that when the similarity threshold is 0.4, the method achieves better results, and an F value of 0.5 is achieved. The semantic similarity calculation method proposed in this paper is better than the traditional method based on keywords and semantic information, especially when the similarity threshold increases, the recall rate of this paper is significantly better than the traditional method. The method in this article has a slightly better answer sorting effect on the real customer service dialogue data than the method based on LDA.

scholarly journals Participating researcher or researching participant?

2021 ◽  
Vol 4 (2) ◽  
Author(s):  
Samu Pehkonen ◽  
Mirka Rauniomaa ◽  
Pauliina Siitonen
Keyword(s):  
Social Interaction ◽  
Video Data ◽  
Mobile Video ◽  
Ongoing Activity ◽  
Outdoor Activities

The article explores different participant positions that are available to researchers of social interaction during the collection of mobile video data. In the data presented, participants are engaged in outdoor activities that essentially involve some form and amount of mobility. The authors analyse the positions they have adopted in collecting data involving groups of mobile participants. The positions have varied depending on whether the activities allow, or even assume, researchers to draw on some specific participant knowledge. The article focuses on moments of adjustment during which the authors, as researchers collecting data, evidently make decisions about what to record and how to participate in the ongoing activity, and which thus reflect their spontaneous, negotiable and planned participation on site. As researchers of social interaction increasingly draw on data that involve mobility, it is pertinent to consider the possible positions that they may adopt and the practices that they employ in the collection and analysis of such data.

scholarly journals Inhabiting spatial video and audio data: Towards a scenographic turn in the analysis of social interaction

2018 ◽  
Vol 2 (1) ◽  
Author(s):  
Paul McIlvenny
Keyword(s):  
Social Interaction ◽  
Video Data ◽  
Video Clips ◽  
Screen Capture ◽  
Audio Recordings ◽  
Actual Use ◽  
Video Data Collection ◽  
Audio Data ◽  
Video And Audio ◽  
Spatial Video

Consumer versions of the passive 360° and stereoscopic omni-directional camera have recently come to market, generating new possibilities for qualitative video data collection. This paper discusses some of the methodological issues raised by collecting, manipulating and analysing complex video data recorded with 360° cameras and ambisonic microphones. It also reports on the development of a simple, yet powerful prototype to support focused engagement with such 360° recordings of a scene. The paper proposes that we ‘inhabit’ video through a tangible interface in virtual reality (VR) in order to explore complex spatial video and audio recordings of a single scene in which social interaction took place. The prototype is a software package called AVA360VR (‘Annotate, Visualise, Analyse 360° video in VR’). The paper is illustrated through a number of video clips, including a composite video of raw and semi-processed multi-cam recordings, a 360° video with spatial audio, a video comprising a sequence of static 360° screenshots of the AVA360VR interface, and a video comprising several screen capture clips of actual use of the tool. The paper discusses the prototype’s development and its analytical possibilities when inhabiting spatial video and audio footage as a complementary mode of re-presenting, engaging with, sharing and collaborating on interactional video data.

EVALUATION OF THE EFFECTS OF HYDRO-ACUPUNCTURE COMBINED WITH “THAN THONG TRUC U THANG” REMEDY IN THE TREATMENT OF SCIATICA DUE TO LUMBAR DISC HERNIATION

2016 ◽  
pp. 87-92
Author(s):  
Phi Dong Ho ◽  
Thi Tan Nguyen
Keyword(s):  
Quality Of Life ◽  
Social Interaction ◽  
Effective Treatment ◽  
Lumbar Disc Herniation ◽  
Disc Herniation ◽  
Lumbar Disc ◽  
Ability To Work ◽  
Good Level ◽  
The World

Background: Sciatica due to lumbar disc herniationis one of the most common diseases in the world as well as in Vietnam, sciatica impact on patients’ quality of life, ability to work and social interaction. Objectives: Evaluating the effects of hydro-acupuncture combined with “Than thong truc u thang” remedy in the treatment of sciatica due to lumbar disc herniation. Materials and methods: 40 patients diagnosed sciatica due to lumbar disc herniation, were examined and treated at Nghe An Traditional Medicine Hospital. Results: Good level occupied 52.5%; fair good level occupied 32.5%; Average goodlevel occupied 12.5%; poor level occupied 2.5%. Conclusion: This combination is a effective treatment for sciaticadue to lumbar disc herniation. Key words: Sciatica, lumbar disc herniation, hydro-acupuncture, “Than thong truc u thang” remedy

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