Log in

Relevant bibliographies by topics / Customer Service Management Practices / Journal articles

To see the other types of publications on this topic, follow the link: Customer Service Management Practices.

Journal articles on the topic 'Customer Service Management Practices'

Author: Grafiati

Published: 5 June 2025

Last updated: 1 August 2025

Create a spot-on reference in APA, MLA, Chicago, Harvard, and other styles

Select a source type:

Consult the top 50 journal articles for your research on the topic 'Customer Service Management Practices.'

Next to every source in the list of references, there is an 'Add to bibliography' button. Press on it, and we will generate automatically the bibliographic reference to the chosen work in the citation style you need: APA, MLA, Harvard, Chicago, Vancouver, etc.

You can also download the full text of the academic publication as pdf and read online its abstract whenever available in the metadata.

Browse journal articles on a wide variety of disciplines and organise your bibliography correctly.

1

Kushwaha, Gyaneshwar Singh, and Shiv Ratan Agrawal. "Customer Management Practices." International Journal of Customer Relationship Marketing and Management 6, no. 2 (2015): 1–14. http://dx.doi.org/10.4018/ijcrmm.2015040101.

Full text

Abstract:

The paper explores the interrelationships between service quality, customer satisfaction, customer retention, and customer loyalty through multiple (three) case studies in stock broking settings. A semi-structured, face-to-face interview was conducted of staff members. The findings from the study show that service quality as an overall and each of them are positively associated with customer satisfaction. The findings also suggested that customer retention is the predictor for customer loyalty in stock broking services. The proposed theory model may provide adoption guidance and a practical fo

APA, Harvard, Vancouver, ISO, and other styles

2

Gautam Kohli and Santosh Kr. Maurya. "A STUDY ON CUSTOMER RELATIONSHIP MANAGEMENT PRACTICES IN BANKING SECTOR." Management Insight 14, no. 2 (2020): 72–82. http://dx.doi.org/10.21844/mijia.14.02.7.

Full text

Abstract:

Customers play a predominant role in service marketing. Financial services produce a challenging sector and bear professional skill in designing product/services. Out of other financial service, banking is oldest and important financial service sector. Customer Relationship Management (CRM) has a massive influence in service sector, to win and hold customers for long term efficiency. In the early half of 90s, the relationship marketing idea was formally introduced into the service marketing field. Banks found it more bene

APA, Harvard, Vancouver, ISO, and other styles

3

Cadenas, Girlie I., and Glenne Berja Lagura. "Customer Service Management Practices of Tagum Water District: A Case Study." Journal of Public Management Research 7, no. 1 (2022): 8. http://dx.doi.org/10.5296/jpmr.v7i1.20539.

Full text

Abstract:

This study identified the Customer Service Management (CSM) practices of Tagum Water District (TWD) from the perspective of its customers and customer service personnel as to how TWD responded and addressed the customers inquiries, requests, and complaints. The Evolution of Customer Service by Blake Morgan serves as the foundation for the study's theoretical framework. Focus groups and in-depth interviews were used to get the data. The findings showed that although both customers and customer service staff agreed that TWD practices good customer service, they also encountered some issues and c

APA, Harvard, Vancouver, ISO, and other styles

4

Husain, Syahri Nehru, and Yasir Syam Husain. "Management Perceptions of Organizational Service Quality Practices." Journal of Sustainable Development 10, no. 3 (2017): 14. http://dx.doi.org/10.5539/jsd.v10n3p14.

Full text

Abstract:

The research purposed to investigate the management perception of organizational service quality practices. The study conducted in Institution of One-Stop Service of Southeast Sulawesi. Using SERVQUAL Instruments including tangibility; reliability; responsiveness; assurance; and empathy, customers were interviewed and filling a questionnaire. The sample size of 150 was selected purposively, but only 116 samples were analyzed. Data was analyzed with using confirmatory factor analysis and then the results were compared with using performance importance analysis (PIA). This research found that di

APA, Harvard, Vancouver, ISO, and other styles

5

Ismail Shola, Ahmodu-Tijani, Zurina Bte Adnan, and Shahrin Bin Saad. "Influence of Human Resources Management on Service Quality of Risk Business in Northwestern Nigeria." Journal of Business and Social Review in Emerging Economies 3, no. 1 (2017): 23–32. http://dx.doi.org/10.26710/jbsee.v3i1.178.

Full text

Abstract:

Purpose: Human Resources Management (HRM) practice displays a key function in customer satisfaction in the cognitive of service quality in selected insurance companies in Northwestern Nigeria. The significant of service industries are labour oriented where insurance sector is not an exception because their performance is determined by the quality of risk management services to their customers (Insured). This paper is aimed to investigate Human Resources Management Practices and Service quality in selected insurance companies in Nigeria. Methodology: The study adopts secondary data which

APA, Harvard, Vancouver, ISO, and other styles

6

Sahhar, Yasin, Raymond Loohuis, and Jörg Henseler. "Towards a circumplex typology of customer service experience management practices: a dyadic perspective." Journal of Service Theory and Practice 31, no. 3 (2021): 366–95. http://dx.doi.org/10.1108/jstp-06-2020-0118.

Full text

Abstract:

PurposeThe purpose of this study is to identify the practices used by service providers to manage the customer service experience (CSE) across multiple phases of the customer journey in a business-to-business (B2B) setting.Design/methodology/approachThis study comprises an ethnography that investigates in real time, from a dyadic perspective, and the CSE management practices at two service providers operating in knowledge-intensive service industries over a period of eight months. Analytically, the study concentrates on critical events that occurred in phases of the customer journey that in so

APA, Harvard, Vancouver, ISO, and other styles

7

Bala, Anju. "Role of Information Technology in Improving E-CRM Practices." International Journal of Research 11, no. 5 (2024): 420–27. https://doi.org/10.5281/zenodo.12618613.

Full text

Abstract:

<em>The advent of information technology (IT) has significantly transformed various business processes, including Customer Relationship Management (CRM). Traditional CRM practices, which largely relied on manual processes and face-to-face interactions, have evolved into sophisticated digital systems, leading to the emergence of Electronic Customer Relationship Management (E-CRM). E-CRM leverages IT to enhance interactions with customers, streamline operations, and foster long-term relationships. This paper explores the multifaceted role of IT in improving E-CRM practices by examining its profo

APA, Harvard, Vancouver, ISO, and other styles

8

Abdul Wahab, Fareeda, and Oscar Agyemang Opoku. "Customer Service Practices Of Toyota Ghana Limited." Journal Transnational Universal Studies 1, no. 4 (2023): 174–88. http://dx.doi.org/10.58631/jtus.v1i4.28.

Full text

Abstract:

Customer service has been a tool that increases profitability and growth of businesses because of its ability to keep the repurchasing by customers. The performance of customer service depend on how effectively it is used by providers and how innovative they are in engaging customers. The study focuses on how effective customer service is on customer satisfaction and the challenges that comes with it. The study was required to know how these practices set up by management increases the growth of organizations. The study was done at the Kpone branch of Toyota Ghana Company Limited. 91 people re

APA, Harvard, Vancouver, ISO, and other styles

9

Ajatashatru, Samal, and P. Pinakapani Dr. "A Study on the Perception Of Bank Executives on Customer relationship Management Practices in selected banks in Bengaluru." International Journal in Management and Social Science 05, no. 07 (2017): 58–69. https://doi.org/10.5281/zenodo.4392934.

Full text

Abstract:

In a service sector dominated economy like Indian Economy,customer relationship management practices plays a key role in acquisition of new customers and retention of existing customers by service entities. The growth of the economy can be accelerated by financially strong banking and financial services sector. The financial strength of this sector depends on their customer satisfaction. The needs and expectations of their customers is constantly changing with the innovations in services and delivery modes. Therefore the key issue here is to identify the kind of services expected by the custom

APA, Harvard, Vancouver, ISO, and other styles

10

Kimberley, Nell, and Charmine EJ Härtel. "Employee/customer interface in a service crisis: Impact of senior management attributes and practices on customer evaluation." Journal of Management & Organization 14, no. 2 (2008): 207–18. http://dx.doi.org/10.1017/s1833367200003400.

Full text

Abstract:

AbstractCustomer power is an ever-increasing phenomenon, particularly in relation to service failure. Service failures not only elicit strong emotional reactions from disgruntled customers, but may ultimately lead to a severing of the service provider–customer relationship. A significant but overlooked area of research relates to the behavioural processes which shape customers' perceptions of service failure and recovery. As front-line staffare frequently the customer's only contact in the service encounter, they act as the key referent point in the literature with regard to service quality, s

APA, Harvard, Vancouver, ISO, and other styles

11

Kimberley, Nell, and Charmine EJ Härtel. "Employee/customer interface in a service crisis: Impact of senior management attributes and practices on customer evaluation." Journal of Management & Organization 14, no. 2 (2008): 207–18. http://dx.doi.org/10.5172/jmo.837.14.2.207.

Full text

Abstract:

AbstractCustomer power is an ever-increasing phenomenon, particularly in relation to service failure. Service failures not only elicit strong emotional reactions from disgruntled customers, but may ultimately lead to a severing of the service provider–customer relationship. A significant but overlooked area of research relates to the behavioural processes which shape customers' perceptions of service failure and recovery. As front-line staffare frequently the customer's only contact in the service encounter, they act as the key referent point in the literature with regard to service quality, s

APA, Harvard, Vancouver, ISO, and other styles

12

Browning, Victoria. "Creating service excellence through Human Resource Management practices." South African Journal of Business Management 29, no. 4 (1998): 135–41. http://dx.doi.org/10.4102/sajbm.v29i4.778.

Full text

Abstract:

Service excellence has become a critical source of competitive advantage for organisations. This article focuses on the interaction between the frontline employee and the customer and the role of Human Resource Management (HRM) in sustaining service-orientated behaviour. The nature of the relationship between HRM and service behaviour is also explored, focusing on three possible intervening variables - commitment to customer service, job competence and organisational identification. The implications of this relationship for business managers are highlighted and it is suggested that to achieve

APA, Harvard, Vancouver, ISO, and other styles

13

Kim, Chang Soo, and Praveen Aggarwal. "The customer is king: culture-based unintended consequences of modern marketing." Journal of Consumer Marketing 33, no. 3 (2016): 193–201. http://dx.doi.org/10.1108/jcm-01-2015-1273.

Full text

Abstract:

Purpose This study aims to examine how the modern marketing expectation of treating the customer like a king can become a source of power differential in societies that already have a predisposition for hierarchical structures. The authors explore how this marketing-generated power differential might have an adverse impact on service providers in Eastern cultures with high power distance. Design/methodology/approach Four studies involving receivers and providers of services in Canada and South Korea were conducted. The experiments required participants to read service scenarios and respond to

APA, Harvard, Vancouver, ISO, and other styles

14

A K, NARASEGOWDA, and GEETHA R. "An Analysis on Enhancing Supplies Relationship Between Management and Customers and also its Strategies with Special Reference to Shiva Enterprises Bangalore North." INTERANTIONAL JOURNAL OF SCIENTIFIC RESEARCH IN ENGINEERING AND MANAGEMENT 08, no. 12 (2024): 1–9. https://doi.org/10.55041/ijsrem40198.

Full text

Abstract:

This study explores strategies for enhancing the relationship between management and customers, with a focus on Shiva Enterprises, a key player in the supply chain industry in Bangalore North. Strong customer relationships are critical for business success, and Shiva Enterprises has adopted several practices to build trust and satisfaction. The company emphasizes transparency, consistent communication, and high-quality service to foster long-term relationships. Key strategies include personalized services, real-time tracking through technology, and flexible delivery schedules to meet customer

APA, Harvard, Vancouver, ISO, and other styles

15

Mittal, Divya, and Shiv Ratan Agrawal. "Disconnect to Connect to Different Age Group Customers." Information Resources Management Journal 35, no. 1 (2022): 1–19. http://dx.doi.org/10.4018/irmj.287901.

Full text

Abstract:

The present study aimed to identify the inabilities of service firms to connect to different age group customers whilst the era of smart technologies. Despite various service innovations customer services seem to be worsening across the world. It is imperative to understand different age group customers' experiences while using smart technologies to address current customer strategies and practices in the service sector. The study adopted the CIT method to collect participants’ experiences who were using smart technologies in various service settings. The study indicates that how staff and top

APA, Harvard, Vancouver, ISO, and other styles

16

Talukder, A. K. M. Mominul Haque, and Md Saifur Rahman Talukder. "Super-Measure Management (SMM) and Customer Satisfaction: Investigating the Relationship." EAST WEST JOURNAL OF BUSINESS AND SOCIAL STUDIES 3 (March 28, 2012): 37–46. http://dx.doi.org/10.70527/ewjbss.v3i.120.

Full text

Abstract:

This study aimed at exploring various determinants of super-measure management (SMM) namely, service guarantee, customer relationship, managing customers, strategic alignment and leadership on customer satisfaction and performance of the firm. Data were collected by using well-defined closed ended questionnaire. The study used reliability test and Pearson's correlation to analyze data. The result indicated that customer satisfaction and organizational performance are significantly positively related with service guarantee, customer relationship, way to manage customers, strategic alignment, an

APA, Harvard, Vancouver, ISO, and other styles

17

Pascua, Janice, and Genaro Japos. "Mediating Effect of HRM Practices between Service Quality and Customer Satisfaction in the Real Estate Industry in Metro Manila, Philippines: A Literature Review." JPAIR Multidisciplinary Research 51, no. 1 (2023): 61–87. http://dx.doi.org/10.7719/jpair.v40i1.398.

Full text

Abstract:

Human resource management (HRM) practices have been highlighted as essential for boosting organizational efficiency and keeping a competitive edge. A company's human resource management (HRM) division is crucial in raising customer and employee satisfaction levels with its services. Studies have shown that human resource management practices simultaneously impact service quality and customer satisfaction. Customer service excellence is also essential in evaluating client happiness. This literature review seeks to understand how clients view service quality, what factors affect customer satisfa

APA, Harvard, Vancouver, ISO, and other styles

18

Dave C., Apigo, Ralph, Almonte, Trixia Kae A., Beltran Nicole E., et al. "Service Quality Management of a Coffee Shop in Bayombong, Nueva Vizcaya." International Journal of Research and Innovation in Applied Science IX, no. VI (2024): 185–93. http://dx.doi.org/10.51584/ijrias.2024.906016.

Full text

Abstract:

Service quality is considered critical to any modern business because it contributes to higher customer satisfaction, business profitability, and improved customer loyalty. The research aimed to determine the service quality management practices of a coffee shop. The study employed a mixed-methods approach, combining descriptive-quantitative and qualitative research methods to comprehensively analyze the coffee shop’s service quality management practices. The respondents involved were college students from a university who were purposively selected based on their familiarity with the coffee sh

APA, Harvard, Vancouver, ISO, and other styles

19

Zhylenko, Kateryna, Alla Samoilenko, and Alla Stavytska. "Innovations and practices in hospitality management." Scientific notes, no. 36 (November 6, 2024): 59–69. http://dx.doi.org/10.33111/vz_kneu.36.24.03.06.040.046.

Full text

Abstract:

Intensification of competition and transformation of consumer tastes have determined the constant need for innovations in hospitality management. Companies are constantly looking for new ways to improve the quality of services, reduce costs, and create a segment of regular customers. The optimal combination of technological innovations, customer loyalty management algorithm and online booking platforms in the field of hospitality allow you to build a strategy of competitive advantages and ensure sustainable development. The materials of the presented research are aimed at identifying the impac

APA, Harvard, Vancouver, ISO, and other styles

20

Otiso, Kennedy. "Customer Relationship Practices through Processes Automation and Customer Satisfaction. Service Industry Experience." International Journal of Strategic Marketing Practice 6, no. 3 (2024): 18–32. http://dx.doi.org/10.47604/ijsmp.3089.

Full text

Abstract:

Purpose: The Purpose of this study was to establish the effect of Customer Relationship Management practices through Process Automation and customer satisfaction at Koitaleel Samoei University College. Specifically, this study was anchored on the CRM practices through processes automation and how they influence customer satisfaction. The study was based on symbolic interaction theory which insisted on the codependence of individuals and ideologies and how customer satisfaction depends on the CRM practices. Customer relationship management theory, an accepted philosophy that is concerned with i

APA, Harvard, Vancouver, ISO, and other styles

21

G.M. Siddeeq. "Effectiveness of Customer Relationship Management Practices at Hyundai Motors." Communications on Applied Nonlinear Analysis 31, no. 5s (2024): 105–9. http://dx.doi.org/10.52783/cana.v31.1004.

Full text

Abstract:

Companies constantly strive to increase their profits, but the competition is tough in the market. Businesses try to either keep their existing customers through increased satisfaction, or to win new customers and new market shares in order to reach their objective. The term Customer Relationship Management was developed in the late 1990s, in order to facilitate relationships at the “business to consumer market”. CRM is used as a tool in order to build long term relationships between sellers and buyers. Through this relationship both the company and its customers should receive mutual benefits

APA, Harvard, Vancouver, ISO, and other styles

22

Nguyen, T. Hung, Stuart Berstein, Charles McIntyre, and Gary R. Smith. "Customer Service Management Practices in the Homebuilding Industry." International Journal of Construction Education and Research 4, no. 1 (2008): 3–17. http://dx.doi.org/10.1080/15578770801943836.

Full text

APA, Harvard, Vancouver, ISO, and other styles

23

Tseng, Shu-Mei, and Pin-Hong Wu. "The impact of customer knowledge and customer relationship management on service quality." International Journal of Quality and Service Sciences 6, no. 1 (2014): 77–96. http://dx.doi.org/10.1108/ijqss-08-2012-0014.

Full text

Abstract:

Purpose – Enterprises realize that customers are their most important asset and recognize that a high level of customer satisfaction can only be achieved by enhancing service quality. Thus, how enterprises acquire customer knowledge by which to initiate and maintain customer relationships, as well as to enhance service quality has become an important issue. The paper aims to discuss these issues. Design/methodology/approach – This study uses a questionnaire and statistical analytical techniques to explore the impact of customer knowledge and customer relationship management (CRM) on service qu

APA, Harvard, Vancouver, ISO, and other styles

24

Nyaga, Morris A. Mugendi, and Clement G. Nkaabu. "Customer Relationship Management on Customer Retention in the SACCO Sector in Kenya." Asian Journal of Economics, Business and Accounting 24, no. 11 (2024): 588–99. http://dx.doi.org/10.9734/ajeba/2024/v24i111578.

Full text

Abstract:

The purpose of this conceptual paper was to investigate the effect of customer relationship management practices on customer retention in the Sacco sector in Kenya. This paper examined how service quality, technology adoption, and complaint handling affect customer retention in the exhibition industry the target population was the customers of the Sacco’s. The study had its limitations. The research engaged customers who were busy in other activities. Furthermore, the study was limited to examining the effect of customer relationship management practices on customer retention in Saccos in Keny

APA, Harvard, Vancouver, ISO, and other styles

25

Katta, Rama Mohana Rao, Chandra Sekhar Patro, and Sanyasi Rao Pinninti. "A Pragmatic Study of Employee Perception on Service Quality Management Practices in the Banking Sector." International Journal of Applied Behavioral Economics 9, no. 2 (2020): 38–56. http://dx.doi.org/10.4018/ijabe.2020040103.

Full text

Abstract:

Service quality is regarded as an essential success factor for any organization to stand out from its competitors. In the present competitive environment, the banking sector to be successful should not only focus on providing a wide range of product lines but also emphasize the importance of its services, particularly in maintaining service quality. The employees should be contented with the service quality management practices adhered to by the banks. When internal customers perceive higher value, they can provide better quality services to external customers. The study examines employee perc

APA, Harvard, Vancouver, ISO, and other styles

26

Lima, Lucas Alves De Oliveira, Paulo Lourenço Domingues Junior, and Robson Tavares Da Silva. "Quality Management And Its Applicability As A Management Tool For Customer Satisfaction In The Service Sector." IOSR Journal of Business and Management 26, no. 9 (2024): 17–23. http://dx.doi.org/10.9790/487x-2609091723.

Full text

Abstract:

The aim of this research was to analyse quality management in the service sector in order to clarify how quality management can be implemented to guarantee customer satisfaction and excellence in service provision, taking into account the peculiar characteristics of services compared to tangible products. To this end, bibliographical research was carried out by searching for articles in databases such as SciELO, Scopus, Web of Science and Google Scholar, as well as institutional repositories. During the search, specific keywords were used in association with Boolean operators AND and OR. The a

APA, Harvard, Vancouver, ISO, and other styles

27

Gupta, Shikha. "A Study on Customer Relationship Management as a Competitive Strategy Adopted by Public Sector Banks with Reference to State Bank of India, Guwahati-The Customer’s Perspective." INTERANTIONAL JOURNAL OF SCIENTIFIC RESEARCH IN ENGINEERING AND MANAGEMENT 07, no. 12 (2023): 1–13. http://dx.doi.org/10.55041/ijsrem27728.

Full text

Abstract:

In the current era of economic revolution such as demonetization and digitization, banks are considered to be playing an important role. To sustain in this challenging environment, it is crucial that banks maintain good reputation with their customers. The survival of service organizations is imaginable only if they follow strong Customer Relationship Management practices. CRM is a strategy to acquire, grow and retain profitable customers in order to get competitive advantage. Banks are also such organizations that entirely subsist on their relationship with their customers. Therefore, it is e

APA, Harvard, Vancouver, ISO, and other styles

28

Aini, Melinda Nur, and Abdur Rahman. "STRATEGIC MANAGEMENT IN INCREASING CUSTOMER SATISFACTION THROUGH SERVICE QUALITY AT GACOAN NOODLE CUSTOMERS IN SURABAYA." Jurnal Pendidikan Ekonomi, Perkantoran, dan Akuntansi 5, no. 1 (2024): 1–9. http://dx.doi.org/10.21009/jpepa.0501.01.

Full text

Abstract:

Customer satisfaction of a company is very dependent on the quality of service owned by the company. The quality of service that customers expect is not just providing the best service but fulfilling customer needs. The purpose of this study was to determine the strategy of increasing customer satisfaction at the Gacoan Noodle shop in Surabaya. This research uses qualitative research methods by collecting data from various sources, including manuscripts, journals, books, and other relevant and literature interviews with the Gacoan Noodle Company. In addition, in this article we introduce some

APA, Harvard, Vancouver, ISO, and other styles

29

Dr., Judith A.Riggs. "Crisis Knowledge Management to Affect Customer Service Response." International Journal of Arts and Social Science 2, no. 2 (2023): 19–35. https://doi.org/10.5281/zenodo.7712145.

Full text

Abstract:

:This qualitative case study focused on developing a better understanding of a major utility company’s knowledge management/customer service information and communications as well as practices that were implemented during a catastrophic hurricane. The data collection and analysis procedure revealed a gap when a comparison of the actual knowledge management practices that were used and not used in the utility company’s customer response during the hurricane. Organizational practices of highperforming knowledge-management companies were used to analyze and compare their practices to

APA, Harvard, Vancouver, ISO, and other styles

30

Zainuddin, Anizah, Sarah Irdina Ridzwan, and Sarah Batrisyia Ridzwan. "The Role of Halalan-Toyyiban Supply Chain Practices As Significant Predictors towards Excellent Customer Service Management." ADVANCES IN BUSINESS RESEARCH INTERNATIONAL JOURNAL 6, no. 1 (2020): 1. http://dx.doi.org/10.24191/abrij.v6i1.9932.

Full text

Abstract:

This study examines the role of Halalan-Toyyiban supply chain practices (HTSCP) in the context of service management. Investigation was done to see how retail customers react to the role of HTSCP; that later influence their overall grocery experience. Halalan Toyyiban is a process associated with religious belief and as such it would be difficult to control and guarantee. From the consumer point of view, the process is difficult to evaluate and verify even after consuming the product. Therefore, consumers have to largely rely on the retailer on the reliable information to guide their purchase.

APA, Harvard, Vancouver, ISO, and other styles

31

SIMON, ALAN. "VALUE-ADDED APPROACH TO CORPORATE MANAGEMENT: QUALITY MANAGEMENT PRACTICES IN THE AUSTRALIAN BUSINESS SERVICE INDUSTRY." Journal of Enterprising Culture 03, no. 04 (1995): 427–43. http://dx.doi.org/10.1142/s0218495895000222.

Full text

Abstract:

A survey was conducted in 1993 on the Chief Executive Officers of large Australian companies such as finance companies, advertising agencies and suppliers of software that provide a service to businesses. The aim of the study was to survey the nature and extent of quality management practices with special reference to inhouse care in these organisations. Questionnaires were sent to 428 companies and 219 (51 per cent) responded. CEOs considered an ability to bring out the best in, motivate and communicate with internal customers (the staff) to be important principles of good management. More th

APA, Harvard, Vancouver, ISO, and other styles

32

Ming, Fang. "Total Quality Management (TQM) Influence on the Service Quality of Services Companies in China." Journal of Digitainability, Realism & Mastery (DREAM) 2, no. 01 (2023): 28–33. http://dx.doi.org/10.56982/dream.v2i01.85.

Full text

Abstract:

This conceptual paper explores the influence of Total Quality Management (TQM) on service quality in Chinese service companies. The paper aims to investigate the specific TQM practices implemented by these companies and examine the impact of TQM on service quality. The paper begins by discussing the importance of TQM in the service industry and its potential benefits for Chinese service companies. It highlights the need for customer focus, employee empowerment, process standardization, performance measurement, and continuous improvement in achieving service quality excellence. Through an exami

APA, Harvard, Vancouver, ISO, and other styles

33

Wangenheim, Florian v., and Tomás Bayón. "Behavioral Consequences of Overbooking Service Capacity." Journal of Marketing 71, no. 4 (2007): 36–47. http://dx.doi.org/10.1509/jmkg.71.4.036.

Full text

Abstract:

As a consequence of implementing revenue management systems, many service firms (e.g., airlines, hotels, car rentals) systematically overbook capacity, thus striving to maximize the revenue at one particular point in time (i.e., one flight, one night, and one day). The academic literature has not addressed how customers behaviorally respond to overbooking experiences, such as downgrading, denied service, or upgrading. In this article, the authors use the econometric technique of conditional difference-in-differences analysis to study the effect of such incidences on customer usage patterns in

APA, Harvard, Vancouver, ISO, and other styles

34

Gaule, Egle, Donata Jovarauskiene, Ruta Petrauskiene, Mindaugas Pravalinskas, and Rimantas Rauleckas. "Managerial approaches, frameworks, and practices for business model application in public services management in the VUCA environment." Engineering Management in Production and Services 15, no. 3 (2023): 84–100. http://dx.doi.org/10.2478/emj-2023-0022.

Full text

Abstract:

Abstract Significant gaps in public services management were highlighted when service-dominant logic emerged in services science, resulting in fundamental changes in attitudes. The business model application in public services was initiated by offering public service logic. However, this concept requires justification of its interfaces with management approaches, frameworks, and practices. The VUCA (Volatility, Uncertainty, Complexity, and Ambiguity) environment has changed the existing managerial approach in organisational performance and services management. This paper aims to highlight the

APA, Harvard, Vancouver, ISO, and other styles

35

Lo Presti, Letizia, Giulio Maggiore, and Vittoria Marino. "Mobile chat servitization in the customer journey: from social capability to social suitability." TQM Journal 32, no. 6 (2020): 1139–58. http://dx.doi.org/10.1108/tqm-10-2019-0241.

Full text

Abstract:

PurposeMobile instant messaging (MIM) is changing how we communicate with customers transforming what we used to buy as products into services. Servitization is the strategy by which the services offered in combination with a product become a central part of the offer and the value. This paper aims to focus on a new way to do business by means of mobile conversational commerce identified as a unique touchpoint for customers who wish to experience the product/service.Design/methodology/approachThis research uses the case study method and mobile content analysis of WhatsApp conversations between

APA, Harvard, Vancouver, ISO, and other styles

36

Shamma, Hamed M., Robert F. Dyer, and Marilyn L. Liebrenz-Himes. "Customer Relationship Management in Professional Service Organizations." International Journal of Customer Relationship Marketing and Management 2, no. 2 (2011): 1–15. http://dx.doi.org/10.4018/jcrmm.2011040101.

Full text

Abstract:

Customer Relationship Management (CRM) applications have gained primary attention in large service industry sectors, such as the financial, telecommunications and hotel industries. However, relatively few researchers have studied CRM in the context of Professional Service Organizations (PSOs). PSOs are found across a broad spectrum of service offerings and they share several key aspects. Some of these aspects include the following: PSOs are high in people-processing features, have close contact with customers, and are high in credence attributes. Given this critical reliance on the customer, m

APA, Harvard, Vancouver, ISO, and other styles

37

McColl-Kennedy, Janet R., Lilliemay Cheung, and Elizabeth Ferrier. "Co-creating service experience practices." Journal of Service Management 26, no. 2 (2015): 249–75. http://dx.doi.org/10.1108/josm-08-2014-0204.

Full text

Abstract:

Purpose – The purpose of this paper is threefold: to introduce a practice-based framework designed to integrate and deepen our understanding of how individuals co-create service experience practices; to identify co-creating service experience practices; and to provide a compelling agenda for future research, and offer practical strategies to enhance co-created service experiences. Accordingly, we extend practice theory, building on Kjellberg and Helgesson’s (2006) practice-based framework for markets by integrating Holt’s (1995) consumer practices and social capital-based practices (Gittell an

APA, Harvard, Vancouver, ISO, and other styles

38

KUMAR, RAHUL. "SUPPLY CHAIN MANAGEMENT PRACTICES AND FIRM PERFORMANCES." INTERANTIONAL JOURNAL OF SCIENTIFIC RESEARCH IN ENGINEERING AND MANAGEMENT 08, no. 04 (2024): 1–5. http://dx.doi.org/10.55041/ijsrem32930.

Full text

Abstract:

"Supply Chain Management Practices and Firm Performances" encompasses a critical nexus in contemporary business operations. This introductory passage seeks to elucidate the pivotal role supply chain management plays in enhancing organizational performance and competitiveness. Supply chain management, as a strategic discipline, pertains to the orchestration of interconnected activities involved in the flow of goods, services, information, and finances from raw material suppliers to end consumers. It encompasses a spectrum of functions including procurement, production, logistics, distribution,

APA, Harvard, Vancouver, ISO, and other styles

39

Otu, Uduakobong. "EXPLORING THE SYNERGIES BETWEEN CUSTOMER SERVICE, SERVICE FAILURE, SERVICE RECOVERY, AND CUSTOMER RELATIONSHIP MANAGEMENT FOR ENHANCED SUPPLY CHAIN EFFICIENCY." JCER’S KALEIDOSCOPE JOURNAL OF MANAGEMENT RESEARCH 1, no. 1 (2025): 129–36. https://doi.org/10.62801/jkjmr1.13.

Full text

Abstract:

The study was aimed at exploring the synergies between customer service, service failure, service recovery strategies and customer relationship management for enhance supply chain efficiency. Relevant scholarly articles on these concepts were adequately reviewed to find out how they enhance supply chain efficiency. From the extant literature, customer service is referred to the level of service organizations offer to their customer, while service failure is the performance that fails to meet a customer’s expectations. To compensate for the service failure, extant literature explained service r

APA, Harvard, Vancouver, ISO, and other styles

40

Metz, Daniel, Liviu Ilieș, and Răzvan Liviu Nistor. "The Impact of Organizational Culture on Customer Service Effectiveness from a Sustainability Perspective." Sustainability 12, no. 15 (2020): 6240. http://dx.doi.org/10.3390/su12156240.

Full text

Abstract:

The conducted study focused on a multinational ITC (Information Technology and Communications) company. Empirical research aimed to evaluate organizational culture based on Denison’s model through four features: capacity development, basic values, customer orientation, and goals and objectives. At the same time, the study analyzed service provided to customers, taking into account its three phases: pre-transaction, transaction, and post-transaction. As research methods, we used a questionnaire-based survey and direct observation. The results of the study demonstrate that the company has a stro

APA, Harvard, Vancouver, ISO, and other styles

41

MEBARKI, Lamine, and Jean-Baptiste SUQUET. "Coping with customer misconduct through communities of practice." Management international 27, no. 6 (2023): 81–92. http://dx.doi.org/10.59876/a-aygg-99zk.

Full text

Abstract:

Communities of practice are presented as a stimulating organizational form because they provide an answer to the formal organizational limits. This article mobilises the concept of CoP in the context of coping with customer misconduct in services, recognized today as a major issue in service management. The literature on coping offers insight on employees’ practices for dealing with difficult customers, but it overlooks the critical process of these practices’ development. Through an ethnographic study of a social agency, we suggest a CoP perspective to reveal how frontline employees interact

APA, Harvard, Vancouver, ISO, and other styles

42

Awuku, Ernest, Paul Mensah Agyei, and Eric Gonu. "Service innovation practices and customer loyalty in the telecommunication industry." PLOS ONE 18, no. 3 (2023): e0282588. http://dx.doi.org/10.1371/journal.pone.0282588.

Full text

Abstract:

The study sought to assess differences in innovation practices in the telecommunication industry, customer perception of service innovations, and how service innovation practices influence the loyalty of mobile subscribers. A quantitative research approach was adopted to study 250 samples from active subscribers of the leading mobile telecommunication companies in Ghana. Descriptive and regression analytical approaches were used to analyze the study’s objectives. The result indicates service innovation practices significantly influence loyalty. Innovative service concepts, innovative service p

APA, Harvard, Vancouver, ISO, and other styles

43

Bijaya Bikram Shah and Prakash Shrestha. "Human Resource Management Practices and Customer Satisfaction in Hotel Industry." Pravaha 28, no. 1 (2022): 107–18. http://dx.doi.org/10.3126/pravaha.v28i1.57978.

Full text

Abstract:

Human resource management (HRM) practices are a requirement for each modern company. They cover a number of areas and begin with the hiring of the person and continue throughout their career. The workforce is the driving force behind the lucrative and intensely competitive hospitality industry. A vital requirement for obtaining a healthy position in a highly competitive market is to utilize human resources to their fullest potential. This study aims to examine the function of human resource management techniques in the hotel industry in particular. It also discusses customer happiness, service

APA, Harvard, Vancouver, ISO, and other styles

44

Karimi, Jahangir, Toni M. Somers, and Yash P. Gupta. "Impact of Information Technology Management Practices on Customer Service." Journal of Management Information Systems 17, no. 4 (2001): 125–58. http://dx.doi.org/10.1080/07421222.2001.11045661.

Full text

APA, Harvard, Vancouver, ISO, and other styles

45

Madera, Juan M. "Best Practices in Diversity Management in Customer Service Organizations." Cornell Hospitality Quarterly 54, no. 2 (2013): 124–35. http://dx.doi.org/10.1177/1938965513475526.

Full text

APA, Harvard, Vancouver, ISO, and other styles

46

Mr.K.Sudheer Babu, Mr K. Sudheer Babu, and Ms M. Tejamalathi Ms.M.Tejamalathi. "A Study on Customer Relationship Management (Crm) Practices in Volkswagen Showroom with Reference to PPS Motors, Tirupati." International Journal of Advances in Engineering and Management 7, no. 5 (2025): 383–87. https://doi.org/10.35629/5252-0705383387.

Full text

Abstract:

The research project titled "Customer Relationship Management Practices at Volkswagen" aims to analyze and evaluate the effectiveness of CRM strategies implemented by Volkswagen and their impact on customer satisfaction and loyalty. Data was collected using a structured questionnaire consisting of closed-ended questions, distributed among Volkswagen customers across various service touchpoints. The study explores how Volkswagen interacts with its customers, the personalization of communication, responsiveness, service reminders, feedback systems, and customer data handling. The primary objecti

APA, Harvard, Vancouver, ISO, and other styles

47

Kholid, Anindya Septantina Riesca, Jakfar Akhmad, Setyawan Wiwit, Pusrianto Eli, and Guntoro. "Community Service Programme on the Application of CRM (Customer Relationship Management) To Fishermen Group Partners Pt. Xyz." Community Service Programme on the Application of CRM (Customer Relationship Management) To Fishermen Group Partners Pt. Xyz 8, no. 11 (2023): 6. https://doi.org/10.5281/zenodo.10171290.

Full text

Abstract:

Community Service Programme on the Application of CRM (Customer Relationship Management) to Fishermen Group Partners. Community service is an initiative that aims to advance and benefit a specific group of people. In this context, we developed a community service programme for fishermen group partners with a focus on the application of CRM (Customer Relationship Management) to improve the efficiency and effectiveness of their relationships with customers and other stakeholders. CRM is a strategic approach that can help improve the interaction and collaboration between companies or fishing grou

APA, Harvard, Vancouver, ISO, and other styles

48

Agarwal, Kriti, Aruna Dev Rroy, and Anoop Pandey. "EFFECT OF CRM PERCEPTION AND SERVICE QUALITY SATISFACTION ON CUSTOMER LOYALTY IN BANKING SECTOR." IITM Journal of Business Studies 12, no. 1 (2025): 113–27. https://doi.org/10.48165/iitmjbs.2025.12.1.6.

Full text

Abstract:

This paper addresses the critical imperative for banking institutions, particularly in India, to cultivate enduring relationships with customers with a focus on Customer Relationship Management (CRM) and its effect on service quality satisfaction and customer loyalty. The research employs Partial Least Square Structural Equation Modeling (PLS-SEM) to analyze the relationship between CRM perception and customer loyalty with customer satisfaction from service quality acting as a mediator. The findings reveal significant positive path coefficients, affirming that a positive perception of CRM prac

APA, Harvard, Vancouver, ISO, and other styles

49

Mwangi Chege, Stanley. "IT Service Management System Practices in Kenya." INTERNATIONAL JOURNAL OF MANAGEMENT SCIENCE AND BUSINESS ADMINISTRATION 10, no. 3 (2024): 47–64. http://dx.doi.org/10.18775/ijmsba.1849-5664-5419.2014.103.1003.

Full text

Abstract:

This research investigates ITSM adoption and adaptation, and the challenges faced by leading Kenyan companies. Using a case study approach and guided by ISO/IEC 20000 and ITIL frameworks, the study highlights how Kenyan organizations successfully leverage ITSM to improve operational efficiency, customer satisfaction, and innovation capabilities. Findings offer recommendations for businesses in Kenya seeking to optimize their IT service delivery for competitive advantage in a rapidly digitizing economy.

APA, Harvard, Vancouver, ISO, and other styles

50

Shah, Bijaya Bikram. "Total Quality Management and its Relevance in Nepalese Hotel Industry." Apex Journal of Business and Management 2, no. 1 (2024): 109–26. http://dx.doi.org/10.61274/apxc.2024.v02i01.009.

Full text

Abstract:

Total Quality Management (TQM) has emerged as a comprehensive organizational management approach, emphasizing continuous improvement to enhance product and service quality. This study aims to investigate the impact of Total Quality Management (TQM) practices on service quality in the hospitality sector of Nepal. Additionally, it seeks to explore how service quality, influenced by TQM practices, affects customer satisfaction in Nepalese hotels. The research focuses on employees in the Nepalese hospitality sector, utilizing a research population of 358 individuals through convenience sampling. S

APA, Harvard, Vancouver, ISO, and other styles

We offer discounts on all premium plans for authors whose works are included in thematic literature selections. Contact us to get a unique promo code!