Family ostracism and proactive customer service performance: An explanation from conservation of resources theory
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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
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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
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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
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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
The impact of AI service failure on human employee behavior and customer service performance
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DOI: 10.1108/ijchm-08-2024-1209
Abstract: This study aims to investigate how and when artificial intelligence (AI) service failure stimulates employees’ differentiated work behaviors. A multi-wave, multi-source survey involving 284 employee-supervisor pairs was conducted across 15 four-star and five-star hotels in… read more here.
Keywords: service; service failure; customer service; service performance ... See more keywords
Frontline employee work engagement and customer service evaluations: a conceptual replication
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DOI: 10.1108/josm-07-2024-0304
Abstract: PurposeThe 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 the… read more here.
Keywords: work engagement; service; customer service; service evaluations ... See more keywords
The determinant factors of continuance use of customer service chatbot in Indonesia e-commerce: extended expectation confirmation theory
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DOI: 10.1108/jstpm-04-2024-0137
Abstract: Purpose The implementation of customer service chatbots in various industries is increasingly accepted globally. Previous research has not extensively explored the relationship between chatbot disclosure, technology anxiety, chatbot quality, customer experience and customer satisfaction derived… read more here.
Keywords: service chatbot; customer service; chatbot quality; chatbot ... See more keywords
Impact of customer tenure on customer strategy
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DOI: 10.1108/md-04-2024-0885
Abstract: PurposeThis work provides information through the study of interactions that occur between customers and the company (micro customer experience), and how these interactions influence satisfaction and service recommendation. In addition, the mediating effect of customer… read more here.
Keywords: tenure customer; service; customer service; experience ... See more keywords