|
Top : Customer Service and Social Media : Customer Service Research: Before you can use social media effectively for customer service, you need to understand customers. Here's some research articles to help.
Articles:Customer Service - Return on Investment Report (pdf) - by TARPEleven page research report presents findings on the value of customer service across industries, charts, and methods for calculating ROI for customer service strategies. pop (Added: 27-Nov-2004 Hits: 1249 ) Service Loyalty: Its Nature, Importance, and Implications - by Dwayne D. Gremlera and Stephen W. Brownb Service organizations are continually looking for ways to increase customer loyalty. Although loyaltyto tangible goods (i.e., brand loyalty) has been studied extensively by marketing scholars, relatively littletheoretical or empirical research has examined loyalty to service organizations (i.e., service loyalty).This study extends previous loyalty research by examining service loyalty and factors expected toinfluence its development. In particular, a literature review is combined with analysis of qualitative datafrom over forty depth interviews to develop a model of service loyalty that includes threeantecedents))satisfaction, switching costs, and interpersonal bonds. pop (Added: 28-Nov-2004 Hits: 1078 ) Emotional Responses To Service Complaints Experiences - by Klaus Schoefer and Christine Ennew This discussion paper by Klaus Schoefer and Christine Ennew was published by the Tourism and Travel Research Institute (TTRI) in 2002. There is a growing recognition that perceived justice plays an important role in consumers' evaluations of service complaint experiences. Emotional responses to complaint experiences have received rather less attention. The current paper seeks to address this gap by considering the role of perceived justice in the elicitation of differential emotions following complaint handling experiences in the tourist industry. pop (Added: 8-Dec-2004 Hits: 1192 ) Statistically Speaking - Some Customer Service Related Numbers - by na 65 percent of respondents in a survey conducted by BenchmarkPortal on behalf of Purdue University's Center for Customer-Driven Quality and staffing firm Kelly Services admitted that they would probably lessen or completely terminate their dealings with a company that outsourced its customer call center overseas. More customer related survey statistics are included in this article. pop (Added: 1-Jun-2005 Hits: 970 ) UK Complaints Culture Survey (NCCS) - by na Customers in the UK are increasingly frustrated with how their complaints are handled as their expectations of quality service increase. Meanwhile, hard-pressed call center staff despite their best efforts are hindered by lack of training and support from their employers. These are the main findings of the third National Complaints Culture Survey (NCCS) released by people development company TMI. Summary of research findings (Added: 10-Nov-2004 Hits: 759 ) The Value of the Ideal Customer Experience - by na Everybody has been offering gratuitous and blindly obvious advice on how to improve the customer experience for years. The customer is king, the customer is always right, be nice to your customers. Yet those who provide the best customer experience seem to be the ones who are losing the most money; e.g., Amazon. With the exception of the banking industry, the trend seems to be getting worse. The impact of all this can be seen in the steady erosion in customer satisfaction since 1997 as reported in the American Customer Satisfaction Index. pop (Added: 10-Nov-2004 Hits: 1072 ) SERVICE WITH A SMILE: EMOTIONAL CONTAGION IN THE SERVICE ENCOUNTER - by Journal of Management ABSTRACT This study focuses on the antecedents and consequences of displayed emotion in organizations, and proposes that customers catch the affect of employees through emotional contagion processes. Results indicate that the display of positive emotion by employees is positively related to customer positive affect following the service encounter, and, customer evaluations of service quality. Replicating and extending prior research, transaction busyness and employee emotional expressiveness are shown to predict displayed emotions by employees. pop (Added: 28-Nov-2004 Hits: 1107 ) Customer service better online than in stores: survey - Nov. 23, 2004 - by CNN Shoppers said customer service is better in cyberspace than in stores, according to survey results released Tuesday by a retail industry group. pop (Added: 24-Nov-2004 Hits: 1207 )
Pages Updated On:
16-Nov-2011
-
08:07:35
|