Six Sigma in Human Resources

HR business partner, Business Excellence are some buzzwords in the industry nowadays. Profitability and efficiency are being driven through various strategic initiatives aligned to the vision of the organization. Customer satisfaction is now being replaced by customer delight. Organizations are taking steps ahead of voice of customer. The consumer insights are thoroughly analyzed and interpreted. Data analytics is not restricted to only finance and operation functions but are widely used across the support functions along with line functions. Human resource is now considered as an asset. Organizations are also trying to find out ways to capitalize the full potential of human asset. Various tools and methodologies are paving its way to bring efficient human resource management practices. Six Sigma is one of the tools, which is booming into the application space of Human Resource Management. Six Sigma is being considered as a business process and is helping the in shaping and improving their bottom line by designing and monitoring various activities to reduce the defects.

Role of Service Quality in Improving Customer Loyalty towards Telecom Companies in Hungary during the COVID-19 Pandemic

The telecommunication sector is one of the most rapidly growing sectors in the world. The COVID-19 pandemic has created an increased dependence of customers on telecommunications to continue their work and studies. The increased usage of internet and telecom services during the COVID-19 pandemic has brought many risks and challenges for the telecom companies to meet the requirements of the consumers. In this regard, it is crucial to understand the factors affecting customer loyalty towards telecom companies during the COVID-19 pandemic. This study is conducted to evaluate the effect of service quality, perception towards promotional packages, and customer delight on customer loyalty towards telecom companies in Hungary. The study also examined the mediating role of customer delight and perception towards promotional packages between service quality and customer loyalty. Another aim of the study is to compare the behavior of Hungarian customers and foreign customers living in Hungary towards telecom companies in the course of the COVID-19 pandemic. The study used a linear snowball sampling method and a well-structured questionnaire to collect the data. In total, 589 completed responses were used for analysis out, of which 208 responses are from Hungarian customers and 381 are from foreigners. To analyze the collected data, regression analysis was applied by using AMOS 22 package. The results of our study revealed that service quality and perception towards promotional packages positively influence customer loyalty among both Hungarian and foreign customers. On the other hand, customer delight significantly influences customer loyalty only among foreign customers. The results also proved the mediating role of promotional packages and customer delight between service quality and customer delight. This study will provide significant practical implications for managers of telecom companies in Hungary.

Exploring the Relationship of Service Quality on Customers Delight in Selected Restaurant of Laguna, Philippines

This paper aimed to determine customer experiences in the pandemic situation at a local restaurant in Laguna, Philippines, and to demonstrate that there are now beyond eating experiences available in that area. The study included 150 customers from Laguna's different restaurants. The SERVQUAL Model and Customer Delight Model serve as the foundation for this study endeavour. Pearson r was used to calculate the correlation coefficient. The five dimensions used in the study are reliability, assurance, tangibles, empathy, and responsiveness. Based on the findings, personal attention and creating an emotional connection with customers are essential in interacting with customers and delivering consistent service. The findings revealed that the total customer delight experience was moderately delighted. Furthermore, the findings have shown a correlation coefficient r of 0.720, which indicates a high level of correlation. These findings demonstrated that high-quality service always equates to high-quality delight and happiness. Findings revealed that customers want value and the whole experience rather than just the quality of the food. Customers are influenced by how they are handled at all stages of their dining experience. The study's findings serve as a foundation for future growth, demonstrating that a small restaurant can compete in the fast-growing restaurant industry by providing excellent customer service.

“Actions speak louder than words”: an impact of service recovery antecedents on customer delight in quick-service restaurants

PurposeThe purpose of this study is to conceptualize and analyze a framework that provides greater understanding toward the impact of service recovery antecedents such as role clarity, customer service orientation, employee empowerment and employee relational behavior on customer satisfaction and customer delight in the context of quick-service restaurants (QSRs).Design/methodology/approachA self-administered questionnaire was distributed to 408 participants who had experienced service recovery efforts by leading QSRs on social media. The current paper draws upon the prevailing literature to test a series of research hypotheses through structural equation modeling.FindingsThe findings of the study have confirmed that antecedents of service recovery are good to describe customer satisfaction and customer delight in the setting of QSRs. Besides, the study provides an understanding on how monetary compensation moderates the relationship between customer delight and customer satisfaction.Practical implicationsThis study carries an understanding on how frontline employees must operate in a non-conventional and innovative way to resolve customers' issues and show commitment with truthfulness to provide excellent services to make customers feel delightful.Originality/valueThis is a unique study to understand the role of service recovery antecedents to describe customer satisfaction and customer delight in the social media environment. In addition, the results support the possibilities of implementing prompt service recovery efforts using social media.

LOCAL FOOD ENJOYMENT AND CUSTOMER DELIGHT: KEYS TO REVISIT INTENTION

Jawa Tengah telah lama dikenal sebagai salah satu pusat pertumbuhan ekonomi di Indonesia. Salah satu kota terbesar di kawasan ini, juga dikenal sebagai salah satu tujuan wisata paling populer di tanah air, adalah Yogyakarta. Penelitian ini bertujuan untuk mengetahui peran kenikmatan makanan lokal dan sukacita pelanggan terhadap niat berkunjung kembali wisatawan Yogyakarta, khususnya kawasan Malioboro. Penelitian kuantitatif ini menggunakan purposive sampling; kuesioner online disebarkan kepada 193 pengunjung Malioboro, Yogyakarta. Penelitian ini menggunakan PLS-SEM untuk menganalisis data. Hasil dari penelitian ini mengungkapkan bahwa: 1) Kenikmatan makanan lokal memiliki pengaruh positif terhadap sukacita konsumen 2) Kenikmatan makanan lokal memiliki pengaruh positif terhadap niat berkunjung kembali 3) Sukacita konsumen memiliki pengaruh positif terhadap niat berkunjung kembali dan 4) Sukacita konsumen memediasi hubungan antara kenikmatan makanan lokal dan niat berkunjung kembali. Wisata kuliner melalui promosi makanan lokal dapat dimanfaatkan untuk meningkatkan ketahanan masyarakat lokal di masa pandemi COVID-19. Central Java has long been known as one of the centres of economic growth in Indonesia. One of the largest cities in the region, also known as one of the most popular tourist destinations in the country, is Yogyakarta. This research aimed to investigate the role of local food enjoyment and customer delight on tourists' revisit intentions to Yogyakarta, especially the Malioboro area. This quantitative research used purposive sampling; online questionnaires were distributed to 193 visitors of Malioboro, Yogyakarta. This study utilized PLS-SEM to analyse the data. The results of this research reveal that: 1) Local food enjoyment has a positive effect on customer delight 2) Local food enjoyment has a positive effect on revisit intention 3) Customer delight has a positive effect on revisit intention and 4) Customer delight mediates the relationship between local food enjoyment and revisit intention. Culinary tourism, which promotes local foods, has the potential to improve local community resilience during the COVID-19 pandemic.

Excellence and Customer Delight in Services Marketing

Innovation, differentiation, and e-adoption are imperative for companies to sustain in the competition. It is difficult to innovate and differentiate physical products. Service companies gain in importance because of higher scope of innovation and differentiation with the help of e-adoption. The importance of innovation in services, initiatives taken by service companies, and the roles of e-adoption and technology as enablers to achieve excellence and customer delight are discussed. The initiatives include a strategic orientation, commitment from the top management, maintaining high standards, having profit tiers, monitoring service performance, and prompt action on customer complaints. The study focuses on the differentiation incorporated in services, adoption of the internet, and the roles of the internet in the differentiation of services. The study discusses about those companies which excel in providing superior services and analyses the strategies adopted by them. Proper implementation and execution of strategies enable companies to delight customers and achieve excellence.

IndiaFirst Life Insurance: Planning Next-Level Growth by Corporate Entrepreneurship

IndiaFirst Life Insurance (IFLI) became the 23rd entrant in India’s life insurance industry by launching its operations in November 2009 (IndiaFirst Life Insurance, 2015). IFLI went on to break-even within 6 years of its inception by declaring maiden profits in FY 2015–2016 (IndiaFirst Life Insurance, 2015). The company stated its vision as—‘To become a Life Insurance and Pension business leader that provides significant value to all its stakeholders enabling a true customer delight’ (IndiaFirst Life Insurance, 2015). In order to implement its vision, IFLI worked its human resource policies and processes around the ‘Employees First’ approach (IndiaFirst Life Insurance, 2015). These processes had helped IFLI to become the fastest-growing company in the life insurance sector, and it was ranked 12th amongst the private insurers in terms of market ranking in individual annual premium equivalent for FY 2016–2017 ( Times of India, 2017). The company aimed to become a top 10 life insurance provider in the next few years in India in terms of retail premium business ( Times of India, 2017).

Discovery of factors affecting tourists' fine dining experiences at five-star hotel restaurants in Istanbul

PurposeThe purpose of this study is to discover the factors affecting customer delight, satisfaction and dissatisfaction in fine dining experiences (FDEs).Design/methodology/approachOnline user generated 2,585 reviews on TripAdvisor for 46 five-star hotel restaurants operating in Istanbul were analyzed with the latent Dirichlet allocation (LDA) algorithm.FindingsLDA created nine, eight and seven topics for delight, satisfaction and dissatisfaction, respectively. The most salient topics for customer delight, satisfaction and dissatisfaction in FDEs are staff (17.3%), view (19%), and food quality (23%), respectively.Originality/valueThis study is one of the few studies investigating customer delight and satisfaction together. The study shows that FDEs can be analyzed with text mining techniques. Moreover, the study contributes to the literature on customer delight by adding staff topic as an antecedent.