... Lying by proxy Customer service Trust Service technology Artificial intelligence (AI) is being introduced in many interactions between organizations and customers, serving as a frontline service technology (FST) (Lu et al., 2020 ; Robinson et al., 2020). It can substitute...

...Yves Van Vaerenbergh; Simon Hazée Purpose The relationship between frontline employee work engagement and customer service evaluations is a major theme in service research. Recent studies have called for further exploration and validation of this relationship. This paper conceptually replicates...

.... Affective events theory (AET) suggests that both positive work events and negative work events (e.g. customer mistreatment) have a significant psychological impact on service employees' attitudes and behaviors. Customer service Meta-analysis Customer mistreatment Service employee Second, we...

... an offshore service provider if asked to pay more, wait longer, or sacrifice service quality. Design/methodology/approach – The cost, time to wait, and quality of services provided (for two different services: taxes and customer service) were varied to determine respondent likelihood to choose...

... for a sport‐clothing industry application are described. Service quality Electronic commerce Quality control Customer service Management For each segment, we define the user belonging rules and the “basic” actions taken by the Web site manager. Key indicators used to define the segmentation...

...Dan Moshavi; James R. Terborg Although research on customer service representatives (CSRs) in call centers has increased in recent years, little attention has been paid to the growing use of contingent (temporary) CSRs in this setting. This study investigated the role that human capital plays...

...Valérie Mathieu This paper develops a typology of service maneuvers achieved by manufacturing companies. This typology is based on two dimensions: service specificity (split into customer service, product services and service as a product) and organizational intensity (tactical, strategic...

... encounter experiences. Work Service Management Customer service Perception Few things are as important to service firms as contact employees’ behaviors toward customers. Indeed, the roles and/or behaviors of employees have been extensively addressed in the services marketing literature...

... are critical to the extent of uncertainty employees perceive when providing customer service. Furthermore, perceived uncertainty has negative impact on self‐managed team outcomes in terms of job satisfaction and intention to leave the team. Besides this, our findings indicate that team commitment to customer...

... many complaint processes seem geared to trying to mollify customers rather than ensuring that problems do not reoccur. Using data from an empirical benchmarking study, based on a detailed questionnaire completed by customer service managers in 40 UK organisations, the relationships between seven key...

... intermediary”, the case study firm provides a high quality service to customers located upstream (Spanish immersion schools), as well as downstream (students) in its supply chain. The key determinant of service quality that both of these groups use in evaluating customer service is the communication...

... of calls closed on first contact” and “average abandonment” have a significant, albeit weak, influence on caller satisfaction. Concludes, therefore, with a call for more research into reliable and valid predictors of caller satisfaction. © MCB UP Limited 2000 Performance measurement Customer...

... the customer contact construct. The measurement model is robust when compared to US customer and managerial validation groups. However, the applicability across culture is questioned. © MCB UP Limited 2000 Customer service Customers Cross‐cultural management The amount or degree...

... decision makers in an organisation is emphasised, particularly in relation to the changing nature of managerial roles and responsibilities. © MCB UP Limited 1998 Competences Customer service Decision making Management standards Organizational change Services marketing Recognition...

.... This “technology‐of‐service” approach provides an operational framework for designing a service (Gnoth, 1994, p. 280). If service recovery is seen as a service, the framework can be applied as follows. © MCB UP Limited 1997 Customer satisfaction Customer service Service quality Service recovery...

... these constructs. © MCB UP Limited 1996 Customer satisfaction Customer service Relationship marketing Retailing Service quality From both the customer’s and the service provider’s perspective, the evaluation of a specific service transaction ‐ the “moment of truth” (Zeithaml and Bitner, 1996...

...Samuel Wathen; John C. Anderson Service delivery requires the reception and processing of customer information. To deliver a service that satisfies customers, service job design should consider information needed to complete service delivery tasks. The objective here is to determine if the quantity...

... which are already good at delivering a consistent level of customer service are seeking to improve and differentiate themselves from their competitors by being able to respond quickly and effectively when things go wrong. Hence, the overall level of customer satisfaction is not diminished...

...Liisa Valikangas; Uolevi Lehtinen Introduces a strategic typology of services (generic, specialized and customized services). Discusses their implications for international marketing strategies. Presented as tools for strategic thinking, the strategic types of services are developed in the process...

... with uncertainties. © MCB UP Limited 1994 Customer service Design Entrepreneurship Green issues Operations management Organizational structure Post‐industrial society Relationship marketing Service levels Values The future has its roots in the past and the present. It can be shaped...