Family ostracism and proactive customer service performance: An explanation from conservation of resources theory
Sign Up to like & getrecommendations! Published in 2019 at "Asia Pacific Journal of Management"
DOI: 10.1007/s10490-019-09677-x
Abstract: Despite the burgeoning interest in work-family conflict, little is known about how family stressors influences employees’ attitudes and behaviors in the workplace. This study focused on family ostracism and investigated its impact on employees’ proactive… read more here.
Keywords: service performance; customer service; family ostracism; family ... See more keywords
The interactional work of suppressing complaints in customer service encounters
Sign Up to like & getrecommendations! Published in 2018 at "Journal of Pragmatics"
DOI: 10.1016/j.pragma.2017.10.018
Abstract: Abstract The analysis in this paper draws from customer service calls to an electronic repair facility and systematically examines the interactional dynamics between customers and service representatives as they each manage to keep service complaints… read more here.
Keywords: customer service; customer; service encounters; suppressing complaints ... See more keywords
Public service motivation and customer service behaviour: testing the mediating role of emotional labour and the moderating role of gender
Sign Up to like & getrecommendations! Published in 2019 at "Public Management Review"
DOI: 10.1080/14719037.2018.1500629
Abstract: ABSTRACT Prior research indicates that public service motivation (PSM) provides a motivational base for effective emotion regulation. This study extends this body of research by investigating how service workers in different gender groups regulate their… read more here.
Keywords: customer service; service motivation; emotional labour; role ... See more keywords
An empirical investigation of consumer perceptions of online shopping in an emerging economy
Sign Up to like & getrecommendations! Published in 2018 at "Asia Pacific Journal of Marketing and Logistics"
DOI: 10.1108/apjml-01-2018-0038
Abstract: Purpose Emerging markets are showing rapid growth and retaining high potential for the adoption of e-commerce and online shopping. Among the many high potential markets in Asia–Pacific, Vietnam has had a rapid economic development with… read more here.
Keywords: customer service; consumer perceptions; online shopping; perception ... See more keywords
Extending the experience construct: an examination of online grocery shopping
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DOI: 10.1108/ejm-06-2019-0536
Abstract: This study aims to assess factors influencing customers’ online grocery shopping experiences, and it evaluates the central role of customer service and consumers’ responses to satisfying grocery shopping.,A mixed-methods approach was used; linguistic inquiry and… read more here.
Keywords: grocery shopping; customer service; experience; customer ... See more keywords
Perceptions of customer service orientation, training, and employee engagement in Jamaica’s hospitality sector
Sign Up to like & getrecommendations! Published in 2018 at "European Journal of Training and Development"
DOI: 10.1108/ejtd-11-2017-0094
Abstract: The purpose of this study is to examine the relationship between service orientation, customer service training and employee engagement of firms in the hospitality sector of the tourism industry.,A total of 231 responses from 13… read more here.
Keywords: customer service; employee engagement; service; engagement ... See more keywords
When and why does relative leader-member exchange enhance service performance?
Sign Up to like & getrecommendations! Published in 2019 at "International Journal of Contemporary Hospitality Management"
DOI: 10.1108/ijchm-07-2018-0592
Abstract: Purpose This paper aims to examine the mediating roles of self-efficacy and team commitment in linking service employees’ relative leader-member exchange (RLMX) with customer service behaviors and also the moderating roles of team-level differentiations in… read more here.
Keywords: customer service; service; exchange; member exchange ... See more keywords
Which Channel to Ask My Question?: Personalized Customer Service Request Stream Routing Using Deep Reinforcement Learning
Sign Up to like & getrecommendations! Published in 2019 at "IEEE Access"
DOI: 10.1109/access.2019.2932047
Abstract: Customer services are critical to all companies, as they may directly connect to the brand reputation. Due to a great number of customers, e-commerce companies often employ multiple communication channels to answer customers’ questions, for… read more here.
Keywords: customer service; framework; reinforcement learning; deep reinforcement ... See more keywords
A Blockchain and AutoML Approach for Open and Automated Customer Service
Sign Up to like & getrecommendations! Published in 2019 at "IEEE Transactions on Industrial Informatics"
DOI: 10.1109/tii.2019.2900987
Abstract: Customer service is transforming from traditional manual service toward automated service, which utilizes different computational informatics to achieve a higher efficient and quality services. Automated customer service requires big data and expertise in data analysis… read more here.
Keywords: blockchain automl; automated customer; customer service; open automated ... See more keywords
Stochastic Charging Optimization of V2G-Capable PEVs: A Comprehensive Model for Battery Aging and Customer Service Quality
Sign Up to like & getrecommendations! Published in 2020 at "IEEE Transactions on Transportation Electrification"
DOI: 10.1109/tte.2020.3005875
Abstract: This article proposes a new stochastic day-ahead residential charging model for a vehicle-to-grid (V2G)-capable plug-in electric vehicle (PEV). The aim is to minimize the expected customer’s charging cost, including energy cost and battery aging cost… read more here.
Keywords: customer; customer service; service quality; model ... See more keywords
The Impact of High-Commitment HR Practices on Hotel Employees’ Proactive Customer Service Performance
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DOI: 10.1177/1938965516649053
Abstract: To explore the organizational antecedents of proactive customer service performance (PCSP), we developed and tested a multi-level model of the impact of high-commitment human resource (HR) practices on PCSP in the hospitality industry. Drawing on… read more here.
Keywords: customer service; commitment; proactive customer; commitment practices ... See more keywords