... for customer service. Design/methodology/approach Consumers are segmented on the basis of perception of MIM apps by means of data from 478 consumers. A two-step cluster analysis was used to individuate groups according to the similarity of their attitudinal variables and their chat experience...

... numbers. This book may be a good addition to an academic’s or customer service personnel’s library. Chapter 4 elaborates on the topic of DIRFT referred to earlier. The concept is basic, and yet many executives either fail to note its importance or do not know how to implement it. DIRFT has several...

...Janis Dietz Micah Solomon High-tech, High-touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce 800-250-5308 New York, New York: 10019 AMACOM   www.amacombooks.org   2012 208 pp 978-0-8144-1790-4 $23 © Emerald Group Publishing...

...Kirk Hazlett The paradox in this observation is that service recipients and service providers have different perceptions of that service. “In a recent survey of several thousand customers in a variety of industries, over three‐fourths of respondents indicated the quality of customer service...

...). Missing from this chapter is a list of past winners and what they did to amaze their customers. Customer service Customer retention Winning customers Daniel   Zanetti . Amaze Your Customers! . London, Philadelphia, PA : Kogan Page Limited   2006 . £9.99, $17.99 (paperback...

... effectively the smaller group of people just like themselves. Considers various situations where differences in race can lead to unsatisfactory customer service and concludes that charm does not compensate for insensitive actions. © MCB UP Limited 2002 Customer service Race Marketing...

...Herbert Jack Rotfeld Describes how certain segments of business are increasingly “turning into a service economy” but “customer service” is not treated as a priority. Cites several experiences of poor customer service, ranging from airlines to restaurants. Concludes that in customer service...

...Herbert Jack Rotfeld Discusses the problem of poor customer service. Asserts that the introduction of new technology into the system does not necessarily improve the process. The more common situation finds that the new technology is being misused in ways that mimic the failures of no‐tech services...

...Chuck McMellon Michael   Cusack . Online Customer Care – Applying Today’s Technology to Achieve World‐class Customer Interaction . Milwaukee, WI : ASQ Quality Press   1998 . 265 pp. , ISBN: ISBN 0873893832   $39.50 (hardback) Customer care Customer service...

... Publishing; Quorum Books   1997 . 280 pp , ISBN: 1567200761   $59.95 hardback loyalty Consumer marketing Customer satisfaction Customer service The Customer Loyalty Pyramid is a good book for both practitioners and for academics. A fast‐moving and enjoyable book, it provides both...

... their customer satisfaction. © MCB UP Limited 1998 Customer satisfaction Customer service Customer surveys Organizational learning Services marketing In the second stage, an exploratory investigation was undertaken to develop a “Preliminary Survey Instrument”. The items from the pilot...

... is with the internal records of the firm. Customers lodging complaints against the firm should be contacted by the customer service department and asked to detail their complaint. In some cases the firm can simplify the process by mailing the complainant a form that asks for all the necessary information. While...

... and sellers and hence increased sales opportunities. Offers methods of generating complaints; of measuring feedback from customers; and finally, of increasing opportunities. © MCB UP Limited 1991 Complaints Customer satisfaction Customer service Feedback Service quality COMPLAINTS...