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Journal articles on the topic 'Customer Service Providers'

Author: Grafiati

Published: 5 June 2025

Last updated: 2 August 2025

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1

Palsule-Desai, Omkar, Vikrant Vaze, Gang Li, and Srinagesh Gavirneni. "Service Delivery Strategies for Alleviating Pandemic Suffering While Maintaining Profitability." Service Science 13, no. 4 (2021): 205–26. http://dx.doi.org/10.1287/serv.2021.0278.

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The postpandemic world requires a renewed focus from service providers on ensuring that all customer segments receive the essential services (food, healthcare, housing, education, etc.) that they need. Philanthropic service providers are unable to cope with the increased demand caused by the social, economic, and operational challenges induced by the pandemic. For-profit service providers offering no-pay services to customers, allowing them to self-select a service option, is becoming a popular strategy in various settings. Obtaining insights into how to efficiently balance societal and financ

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Wongkitrungrueng, Apiradee, Krittinee Nuttavuthisit, Teodora Szabo-Douat, and Sankar Sen. "Customer deference to service providers in ordinary service encounters." Journal of Service Theory and Practice 29, no. 2 (2019): 189–212. http://dx.doi.org/10.1108/jstp-02-2018-0031.

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Purpose The purpose of this paper is to explore the nature of customer deference to service providers in service encounters, and articulate its chief antecedents, experiences and consequences. Design/methodology/approach Data were collected in Thailand, using critical incident technique. A total of 253 subjects share their experiences of being “deferential” (i.e. “kreng-jai” in Thailand) during everyday service encounters. Findings The findings indicate that in cultures in which the cultural norm (i.e. kreng-jai) is to be considerate of others, customers often become deferential of the service

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Heinonen, Kristina. "Multiple perspectives on customer relationships." International Journal of Bank Marketing 32, no. 6 (2014): 450–56. http://dx.doi.org/10.1108/ijbm-06-2014-0086.

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Purpose – The purpose of this paper is to describe and conceptualize customer relationships in the financial service sector, focussing on three aspects of customer-bank relationships: the financial service provider perspective, the customer-provider dyad, and the customer context. Design/methodology/approach – Through a short review of the eight papers included in this special issue, this paper illustrates different aspects of customer relationships. It explores customer value formation in the context of banking services, the dynamics and strength of customer relationships, and strategies for

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Amorim, Marlene, Maria João Rosa, and Sandra Santos. "Managing Customer Participation and Customer Interactions in Service Delivery: the Case of Museums and Educational Services." Organizacija 47, no. 3 (2014): 166–75. http://dx.doi.org/10.2478/orga-2014-0015.

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AbstractBackground and Purpose – In this study we investigate determinants of customers’ quality perceptions in service processes which involve customer participation and customer to customer interaction (CCI). Building on existing multidimensional approaches to service quality we explore relevant quality aspects for related to the performance customer participation and CCI.Design/Methodology/Approach – The study builds on focus groups conduct with employees and customers of a leading provider of educational and science services, which offered a portfolio of service activities requiring very d

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Mende, Martin, Maura L. Scott, and Lisa E. Bolton. "All That Glitters Is Not Gold." Journal of Service Research 21, no. 4 (2018): 405–20. http://dx.doi.org/10.1177/1094670518770038.

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A service provider’s conspicuous consumption can undermine customer attitudes and behavioral intentions toward the provider—a so-called penalty effect of conspicuous consumption. Four studies investigate customer and contextual factors that moderate this penalty effect. The results show that customers low in materialism penalize service providers who consume conspicuously (e.g., decreased patronage intentions). In addition, as another facet of the penalty effect, a service provider’s conspicuous consumption undermines customer cost-benefit assessments (decreased perceived value and price fairn

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Ansari, Mohd Saad Umair. "Automobile Online Service Portal." International Journal for Research in Applied Science and Engineering Technology 9, no. VI (2021): 719–24. http://dx.doi.org/10.22214/ijraset.2021.36438.

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In Today’s era where almost everything has moved their services online. Delivery of Groceries, Food, Electronics, and even Furniture have adopted smart ways to provide services. The approach is to provide a portal that will help in the reduction of manual tasks as much as possible. The goal is to bring service providers and customers on one platform. This Portal if modified, can also be used by other service providers that work based on appointment. Dealers can list their features along with their prices. For better interaction with customers, Portal also provides Customer Feedback and Custome

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Kondasani, Rama Koteswara Rao, and Rajeev Kumar Panda. "Customer perceived service quality, satisfaction and loyalty in Indian private healthcare." International Journal of Health Care Quality Assurance 28, no. 5 (2015): 452–67. http://dx.doi.org/10.1108/ijhcqa-01-2015-0008.

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Purpose – The purpose of this paper is to analyse how perceived service quality and customer satisfaction lead to loyalty towards healthcare service providers. Design/methodology/approach – In total, 475 hospital patients participated in a questionnaire survey in five Indian private hospitals. Descriptive statistics, factor analysis, regression and correlation statistics were employed to analyse customer perceived service quality and how it leads to loyalty towards service providers. Finding – Results indicate that the service seeker-service provider relationship, quality of facilities and the

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Suzuki, Masahiko, and Michitaka Kosaka. "A Proposition of a New Service Value Evaluation Model based on the SLA Concept for Social Infrastructure Service." International Journal of Knowledge and Systems Science 9, no. 4 (2018): 66–85. http://dx.doi.org/10.4018/ijkss.2018100104.

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This article proposes a new service value evaluation model for social infrastructure services. Existing service concepts or models are designed based on direct interaction between providers and customers. The service provider provides customized service to grow each customer's satisfaction. In contrast, social infrastructure service have few direct interactions between providers and customers. In addition, the provider cannot provide customized service to each customer. Because the social infrastructure service has different characteristics, this article proposes a new service concept “SISLA (

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Abdullah, Nabaz Nawzad, M. Prabhu, and Masayu Binti Othman. "Analysing driving factors of customer satisfaction among telecommunication service providers in Kurdistan region." International Journal of Engineering Business Management 14 (January 2022): 184797902211114. http://dx.doi.org/10.1177/18479790221111436.

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Due to unprecedented innovation in information and communication technology, customers interact more with telecommunication service providers. Customer satisfaction is the extent of customer psychological sense and expectation towards a particular product or service. Satisfaction is a core to business success where corporates strive to fulfil them in the competitive market, where customers have more options. The lack of understanding of customer expectations created a gap between telecommunication companies operating in Kurdistan Region and subscribers. The current study intends to understand

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Dr., P.B. Mene. "Service quality Aspects in Information Science." International Journal of Advance and Applied Research 10, no. 3 (2023): 600–602. https://doi.org/10.5281/zenodo.7748517.

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Service quality is a critical element of customer perceptions and customer satisfaction. In the case of pure services, like health care, financial services, education, etc, service quality will be the dominant element in customers evaluations. In cases in which customer services are offered in combination with a physical product like, IT services, auto services service quality may also be very critical in determining customer satisfaction. The measurement of subjective aspects of customer services depends on the conformity of the expected benefit with the perceived result. This depends upon th

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Dr., P.B. Mene. "Service quality Aspects in Information Science." International Journal of Advance and Applied Research 10, no. 3 (2023): 746–48. https://doi.org/10.5281/zenodo.7788398.

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Service quality is a critical element of customer perceptions and customer satisfaction. In the case of pure services, like health care, financial services, education, etc, service quality will be the dominant element in customers evaluations. In cases in which customer services are offered in combination with a physical product like, IT services, auto services service quality may also be very critical in determining customer satisfaction. The measurement of subjective aspects of customer services depends on the conformity of the expected benefit with the perceived result. This depends upon th

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Forman, Andrew M., Shawn Thelen, and Terri Shapiro. "Domestic versus offshore service providers." Journal of Service Management 26, no. 4 (2015): 608–24. http://dx.doi.org/10.1108/josm-01-2015-0020.

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Purpose – Prior research has determined that consumers are opposed to services offshoring. The purpose of this paper is to determine the likelihood that consumers would choose a domestic vs 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 a domestic as opposed to an offshore service provider when asked to pay more, wait longer, or sacrifice the quality

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Xu, Yong, Jian Liu, Baomei Ma, and Shuai Zhang. "Service Mechanism and Pricing Based on Fairness Preference of Customers in Queuing System." Journal of Systems Science and Information 6, no. 6 (2018): 481–94. http://dx.doi.org/10.21078/jssi-2018-481-14.

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AbstractService providers often adopt the mechanism of customer classification due to the heterogeneity of customer waiting cost. However, the classification service may cause unfairness feeling of regular customers, then affect the revenue and social welfare. This paper provides the first exact analysis about the situation that service providers offer two classes of non-preemptive priority service when customer fairness perception is explicitly modeled. We model customer fairness perception as a negative utility on regular customers that’s proportional to the waiting time difference between t

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Rambocas, Meena, and Surendra Arjoon. "Brand equity in Caribbean financial services: the moderating role of service providers." International Journal of Bank Marketing 38, no. 3 (2019): 642–70. http://dx.doi.org/10.1108/ijbm-05-2019-0167.

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Purpose The purpose of this paper is to develop an integrated model to represent how service experience (core, employee and service scale), customer satisfaction (transaction-specific and cumulative) and brand affinity influence brand equity in financial services, taking into account the moderating influence of financial service providers. Design/methodology/approach Data were collected from 751 customers in three types of financial service providers (banks, insurance companies and credit unions), and analyzed with structural equation modeling and multi-group analysis. Findings The findings co

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Soumutul, Mauritz Edo. "Customer Relationship Proneness: Is It Important for Customer Loyalty?" Jurnal Manajemen Teknologi 21, no. 2 (2022): 137–49. http://dx.doi.org/10.12695/jmt.2022.21.2.2.

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Abstract. As customer satisfaction and loyalty are crucial elements in increasing company profits, companies must strive to establish good relationships with customers, including in mobile services. Opinions in previous research differ regarding the effect of customer extroversion on satisfaction toward impacting customer loyalty. The present study provides related input and potential solutions. It employs relationship marketing theory with the mediating variable of customer relationship proneness (CRP) added in, testing previous research and ultimately not finding a significant relationship b

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Salhieh, Sa’Ed M. "Modeling the rationality of customers’ switching mobile services behavior." International Journal of Engineering Business Management 11 (January 1, 2019): 184797901986541. http://dx.doi.org/10.1177/1847979019865411.

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This article analyzes the rationality of customer’s behavior when switching mobile services. Customer rationality is manifested by selecting the service provider capable of delivering the highest amount of benefits to the customer. A model based on multinomial logistics regression that makes use of the rational choice theory is developed to emulate customers’ service switching behavior and predicts the probability of switching mobile services. Customer rationality is assessed by comparing the choice predicted by the model with the true choice of customers and rationality is considered as achie

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Fu, Gang, Linxiao Dong, Wentao Zhan, and Minghui Jiang. "Optimal Decision Making for Customer-Intensive Services Based on Queuing System Considering the Heterogeneity of Customer Advertising Perception." Systems 10, no. 6 (2022): 261. http://dx.doi.org/10.3390/systems10060261.

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In customer-intensive services, advertising can increase customers’ patience and bring more utility to customers. However, customers’ different perceptions of advertising can affect their utility and indirectly affect the decision making of the service provider. Thus, this paper uses the M/M/1 queueing model to study the optimal decision making of customer-intensive service providers in different markets according to the customers’ heterogeneity. We first classify customers into two categories: high sensitivity and low sensitivity, and then we analyze the consumption behavior of these two type

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Lindberg-Repo, Kirsti, and Apramey Dube. "Customer Value Dimensions in E-Healthcare Services." International Journal of E-Services and Mobile Applications 7, no. 4 (2015): 17–29. http://dx.doi.org/10.4018/ijesma.2015100102.

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Healthcare services have been extensively researched for customer value creation activities. There has been, however, limited attention on the dimensions of customer value, as reported by customers themselves, in e-healthcare services. The purpose of this paper is to investigate customer value dimensions in which customers experience e-healthcare services. Narrative techniques were used to investigate customer experiences of e-healthcare services offered by eight private Finnish providers. The findings show that customers evaluate e-healthcare services in four value dimensions: 1) The outcome

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Sillanpää, Elina, Juha-Matti Junnonen, Ilkka Sillanpää, and Arto Saari. "A Customer’s Possibilities to Increase the Performance of a Service Provider by Adding Value and Deepening the Partnership in Facility Management Service." Management and Production Engineering Review 7, no. 2 (2016): 50–61. http://dx.doi.org/10.1515/mper-2016-0017.

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AbstractReliable and good suppliers are an important competitive advantage for a customer and that is why the development of suppliers, improvement of performance and enhancement of customership are also in the interest of the customer. The purpose of this study is to clarify a customer’s possibilities to increase the performance of a service provider and to develop the service process in FM services and thus help to improve partnership development. This research is a qualitative research. The research complements the existing generic model of supplier development towards partnership developme

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Simanjuntak, Ria Anggraini. "Customer perceptions of mobile telecommunication providers in determining satisfaction and loyalty: focusing on college students." Gema Wiralodra 14, no. 3 (2023): 1047–60. http://dx.doi.org/10.31943/gw.v14i3.576.

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The increased demand for mobile services drives increasingly fierce competition among mobile telecommunications providers in Indonesia. New promotional strategies are needed, and companies are advised to determine the target group of customers to collect objective and adequate information regarding their real needs, such as college students. Therefore, this study examines college students' perceptions of adopting mobile telecommunication provider services in Indonesia. This study especially explains the effects of customer perceptions regarding service quality, price fairness, and brand image

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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.

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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

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Musa, Chalid Imran. "The Role of Pricing in Increasing Customer Satisfaction: Analysis of The Barbershop Services Industry in Makassar City." Economics and Business Journal (ECBIS) 1, no. 6 (2023): 917–22. https://doi.org/10.47353/ecbis.v1i6.117.

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This research aims to analyze the role of price in increasing customer satisfaction in the barbershop service industry in Makassar City. The barbershop services industry has grown rapidly in recent years, and competition between service providers has become increasingly fierce. One factor that influences customer decisions is the price offered by the service provider. Therefore, this research aims to explore how price can influence customer satisfaction in the barbershop context. This research uses a quantitative approach by collecting data through questionnaires distributed to barbershop cust

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Palla, Devi Sri. "SERVICE PROVIDER IS SERVICE ITSELF." INTERANTIONAL JOURNAL OF SCIENTIFIC RESEARCH IN ENGINEERING AND MANAGEMENT 07, no. 10 (2023): 1–11. http://dx.doi.org/10.55041/ijsrem26233.

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This research paper emphasises into the essential aspects of customer service and the skills required by service providers to excel in their roles. It highlights the significance of empathy, collaboration, communication, efficiency and adaptability in delivering quality customer service. The paper is so exposed to critical roles and responsibilities of service providers in various domains, emphasising their role in compliance, how they are crucial in this sector and the effect they create on the economy. It talks about the services being sold as the complementary to the tangible goods. These s

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Assemi, Behrang, Hamed Jafarzadeh,, Ehsan Abedin, Fethi Rabhi, and Christine Mathies. "Who Gets the Job? Synthesis of Literature Findings on Provider Success in Crowdsourcing Marketplaces." Pacific Asia Journal of the Association for Information Systems 14 (January 2022): 40–73. http://dx.doi.org/10.17705/1pais.14104.

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Background: Over the past decade, crowdsourcing marketplaces — online exchange platforms which facilitate commercial outsourcing of services — have witnessed a dramatic growth in the number of participants (service providers and customers) and the value of outsourced services. Deciding about the most appropriate provider is a key challenge for customers in crowdsourcing marketplaces because available information about providers may be incomplete and sometimes irrelevant for customer decisions. Ineffective information impedes many service providers to develop long-term relationships with custom

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Harjanti, Dhyah, Edbert Karlison Theodore, and Shahzad Ali. "Does Quality Matter? A Study on Customer Expectation in Motorcycle Repair Provider in Surabaya, Indonesia." SHS Web of Conferences 76 (2020): 01006. http://dx.doi.org/10.1051/shsconf/20207601006.

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Motorcycle has become a common vehicle in Indonesia due to its flexibility to drive around in various geographical terrain. The number of motorcycle purchases in Indonesia is increasing annually, along with the repair services and spare part selling. Abundant repair service providers create fierce competition among themselves, so many providers maintain their service quality in order to retain their customer. The aim of this research is to investigate the impact of service quality and relationship quality to customer satisfaction in motorcycle repair providers. This research is using the quant

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Ahmed, Hussein Moselhy Syead. "The Impact of Customer Churn Factors (CCF) on Customer's Loyalty." International Journal of Customer Relationship Marketing and Management 10, no. 1 (2019): 48–70. http://dx.doi.org/10.4018/ijcrmm.2019010104.

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This article analyzes the impact of customer churn factors on improving the customer loyalty towards telecommunication service providers in Egypt. To accomplish this, a descriptive method is used. 1500 unique e-mails of customers of telecommunication service providers who have used telecommunication services of these providers were randomly selected. With a 25.6% response rate, the questionnaires were distributed through email and self-administered for data collection. Linear regression analysis was used on the responses. The results showed that there is a statistically significant relationshi

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Masoud, Emad Yusuf. "The Effect of Service Quality on Customers' Satisfaction in Mobile Phone Services in the UAE." Transnational Marketing Journal 8, no. 1 (2020): 75–94. http://dx.doi.org/10.33182/tmj.v8i1.846.

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This study aims to determine the dimensions of mobile service quality and to examine their effect on customer satisfaction in UAE mobile phone service providers while also investigating the behavioural differences between mobile phone customers with prepaid and postpaid subscriptions. A combination of the SERVPERF model has been adopted as the main framework for analyzing service quality. A structured questionnaire instrument was designed for data collection. The present study concentrates on the level of customers’ satisfaction for leading service providers in the UAE mobile industry. Etisala

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Lin, Xiaofang, Abdullah Al Mamun, Qing Yang, and Mohammad Masukujjaman. "Examining the effect of logistics service quality on customer satisfaction and re-use intention." PLOS ONE 18, no. 5 (2023): e0286382. http://dx.doi.org/10.1371/journal.pone.0286382.

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For logistics service providers (LSPs), improving customer satisfaction and obtaining customer re-use intention are key to gaining sustainable competitive advantages and success. Logistics service quality (LSQ) is a concern for logistics service providers, retailers, and customers. The proposed model, which is based on the stimuli-organism-response theory and the logistics service quality framework, integrates operational quality, resource quality, information quality, personal contact quality, customization quality, and customer satisfaction to study logistics service re-use intentions. The d

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Masuch, Kristin, Maike Greve, and Simon Trang. "What to do after a data breach? Examining apology and compensation as response strategies for health service providers." Electronic Markets 31, no. 4 (2021): 829–48. http://dx.doi.org/10.1007/s12525-021-00490-3.

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AbstractInnovative IT-enabled health services promise tremendous benefits for customers and service providers alike. Simultaneously, health services by nature process sensitive customer information, and data breaches have become an everyday phenomenon. The challenge that health service providers face is to find effective recovery strategies after data breaches to retain customer trust and loyalty. We theorize and investigate how two widely applied recovery actions (namely apology and compensation) affect customer reactions after a data breach in the specific context of fitness trackers. Drawin

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Pelser, C., and P. G. Mostert. "Relationship intention and satisfaction as predictors of wholesale and retail customers’ loyalty towards their training providers." Southern African Business Review 20, no. 1 (2019): 29–50. http://dx.doi.org/10.25159/1998-8125/6042.

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It is not surprising that service providers are increasingly attempting to establish customer loyalty as competition intensifies in service industries. Building long-term relationships and satisfying customer expectations could be an effective strategy to follow according to research that suggests strong relationships between customer relationships, customer satisfaction and customer loyalty. However, some researchers suggest that service providers should direct their marketing efforts only towards customers who have relationship intentions. It is thus essential for service providers to consid

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Kairu, Andrew, and Anne Muchemi. "Customer Service Management Strategy and Service Delivery in Public Water Service Providers in Nakuru County, Kenya." International Journal of Research and Innovation in Social Science VII, no. XI (2023): 1714–21. http://dx.doi.org/10.47772/ijriss.2023.7011134.

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Service quality means the degree to which a service meets or exceeds the expectations of its customers especially the public water service providers which helps to improve the image of the organization. Improving access to water supply and proper sanitation is key to poverty elimination and achieving sustainable development goals. Yet, accessing water for many urban and rural poor individuals remain very poor in Nakuru County. The study sought to determine the effect of customer service management strategy on service delivery in public water service providers in Nakuru County, Kenya. The study

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Ganapathi, Parameshwar, and Emad Ahmed Abu-Shanab. "Customer Satisfaction with Online Food Ordering Portals in Qatar." International Journal of E-Services and Mobile Applications 12, no. 1 (2020): 57–79. http://dx.doi.org/10.4018/ijesma.2020010104.

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The recent boom in online food ordering and delivery in Qatar has led to increased competition among service providers within the industry. Identifying the gap in research in the context of Qatar's online food industry, this study aims to determine the key success factors that lead to customer satisfaction and loyalty, as well as customers' satisfaction levels with their respective service providers. 263 surveys were randomly collected through an online questionnaire and analyzed to test the hypotheses of the research model and answer the research questions. By applying path analysis to assess

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SAALEM RAHMANI, MOHAMMAD, AL HUSSAINI ABULFATHI IBRAHIM SALEH, and ADAMU ABUBAKAR IBRAHIM. "TRUST BASED SECURITY MODEL FOR CLOUD SYSTEMS IN AN ORGANIZATION." Journal of Information Systems and Digital Technologies 3, no. 2 (2021): 50–67. http://dx.doi.org/10.31436/jisdt.v3i2.199.

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Cloud storage provides great benefits and advantages like reduction in cost, increased flexibility, elasticity and the efficient use of resources. With these great advantages, there are concerns and problem for cloud users. Some obstacles in using cloud computing services are because of its distributed and untransparent nature. That's why users have no control over their data and information and are not sure of whether or not to trust cloud providers. Therefore, the objective of this research is to examine the influence of customer and provider characteristics on cloud service outcome, impact

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Hsieh, Yen-Hao, and Soe-Tsyr Yuan. "Can Customer Expectations be Measured in Real Time?" International Journal of Information Technology & Decision Making 15, no. 01 (2016): 119–49. http://dx.doi.org/10.1142/s0219622015500352.

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Customer expectation has been an important issue across different academic fields. Customer expectation management enables service providers to provide customers with suitable services in order to achieve high customer satisfaction especially in real-time dynamic service contexts. Understanding actual customer expectations is the primary step before managing customer expectations. However, to our knowledge, there is no research investigating how to measure real-time customer expectations during service delivery. Hence, this study proposes a customer expectation measurement mechanism and evalua

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ADIELE, KENNETH C., and MIEBAKA, D. GREND. "CUSTOMER SATISFACTION DETERMINANTS IN NIGERIA TELECOMMUNICATION FIRMS: THE CASE OF CUSTOMER SUPPORT SERVICES AND ASSURANCE." JOURNAL OF SOCIAL SCIENCE RESEARCH 6, no. 1 (2014): 905–14. http://dx.doi.org/10.24297/jssr.v6i1.3425.

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This study examines the effect of customer support services and service assurance on customer satisfaction. The study population was the five functional telecommunication companies registered and listed by the Nigeria Communication Commission (NCC) and the Corporate Affairs Commission (CAC). Data was generated from 200 customers of these mobile service providers which were randomly chosen. Out of the 200 distributed copies of structured questionnaire, 173 copies were returned and qualified for use. Descriptively, the study variables were presented and inferentially, the simple linear regressio

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Ostrowski, Sławomir. "Commitment Ladder in the Relationship between Service Providers and Customers as Added Value in Sustainable Services Development." Sustainability 13, no. 9 (2021): 5079. http://dx.doi.org/10.3390/su13095079.

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The socioeconomic sphere and the relationships in which commitment occurs are important elements in the development of sustainable services. The study reported in this article identifies the elements that influence the development of the relationship between service providers and their customers and proposes a model that describes the state of the relationship between service providers and customers in terms of symmetrical commitment of both parties. Qualitative research including interviews with experts and case studies was completed, resulting in a ‘ladder of commitment’ model that identifie

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Bhagat, Prof Maitrey. "Effect of Service Quality & Customer Satisfaction on Customer Loyalty of Cellular Service Providers in Ahmedabad." Paripex - Indian Journal Of Research 3, no. 8 (2012): 191–94. http://dx.doi.org/10.15373/22501991/august2014/59.

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Meeprom, Supawat, and Surachai Chancharat. "Building Health and Wellness Service Experience Extension: A Case Study of Bangkok, Thailand." Sustainability 14, no. 18 (2022): 11691. http://dx.doi.org/10.3390/su141811691.

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This study examines the relationship between customer engagement, customer evaluation of service offerings, trust in health and wellness services, quality of life, and experience extension based on usable data obtained from 360 international customers via a self-administration approach to health and wellness service providers in Thailand. A two-step approach was employed to evaluate the relationship between the proposed relationship. AMOS software was used. The results found that customer engagement affected service evaluation of health and wellness providers and customers’ quality of life, bu

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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.

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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

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Suson, Roberto, Donna Marie Rivero, Alma Arnejo, et al. "Customer Loyalty during Disasters: The Case of Internet Service Providers Amidst Typhoon Odette in Central Philippine Urban Districts." Urban Science 7, no. 2 (2023): 55. http://dx.doi.org/10.3390/urbansci7020055.

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The impact of service disruptions to critical utility services due to natural disasters is evident during delays in emergency responses and humanitarian relief, especially for urban populations with highly interdependent infrastructures. Aside from health and social impacts, failing to address these disruptions would inevitably lead to customer dissatisfaction and switching loyalty, adversely affecting service providers’ profitability. Thus, providers must effectively respond to this service failure resulting from disruptions to retain the loyalty of their existing customers. To this end, a th

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Pandiya, Dinesh Kumar, Dr Brajesh Kumar, and Mazahidul Haque Choudhury. "A Study of Customer satisfaction on Telecom Service Providers." Paripex - Indian Journal Of Research 3, no. 5 (2012): 57–60. http://dx.doi.org/10.15373/22501991/may2014/84.

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Tiwong, Sunida, Erwin Rauch, Zuzana Šoltysová, and Sakgasem Ramingwong. "Industry 4.0 for Managing Logistic Service Providers Lifecycle." MATEC Web of Conferences 301 (2019): 00014. http://dx.doi.org/10.1051/matecconf/201930100014.

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Industry 4.0 (I4.0) can be employed using so called smart information and smart technology to increase customer satisfaction in the global market. Logistics service companies apply I4.0 to create new services or to improve the process, e.g., real-time monitoring system, big data analytics, real-time customer service to keep customer royalty. The aim of this is to implement a new framework for the entire lifecycle of logistics service, i.e., design, test and operation, after sales service and end-of-life assessment. To create and redesign this new service we use Axiomatic Design (AD) to address

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Hoeber, Bjoern, and Mario Schaarschmidt. "Transforming from service providers to solution providers: implications for provider-customer relationships and customer-induced solution innovation." International Journal of Technology Management 73, no. 1/2/3 (2017): 65. http://dx.doi.org/10.1504/ijtm.2017.082357.

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Schaarschmidt, Mario, and Bjoern Hoeber. "Transforming from service providers to solution providers: implications for provider-customer relationships and customer-induced solution innovation." International Journal of Technology Management 73, no. 1/2/3 (2017): 65. http://dx.doi.org/10.1504/ijtm.2017.10003241.

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Kalisa, Edward. "Assessment of Service Quality Perception Gap between Service Seekers and Service Providers of Land Services in Rwanda." Journal of Business and Strategic Management 9, no. 2 (2024): 61–80. http://dx.doi.org/10.47941/jbsm.1955.

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Purpose: This study aimed to assess the determinants of customer satisfaction from the perspective of service seekers and service providers using SERVQUAL. Methodology: the study employed both quantitative and qualitative research approaches. The survey method was used to collect primary quantitative data. Probability sampling was employed to select both service seekers and service providers. 422 service seekers were randomly selected from a list of 53,158 people. 45 service providers were also randomly selected from 416 land officers. A data collection tool was developed for service seekers a

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Triyani, Devi, David Aroschi Lasse, Widodo Widodo, and Husni Hasan. "CUSTOMER RELATIONSHIP MANAGEMENT DAN PERFORMANSI PELABUHAN." JURNAL MANAJEMEN TRANSPORTASI DAN LOGISTIK 4, no. 1 (2017): 59. http://dx.doi.org/10.25292/j.mtl.v4i1.52.

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The research objective is to determine the impact of relationship management with land transportation service providers to the performance of the port with a mediation service that adds value to the PT. Indonesia Vehicle Terminal (IKT), Tanjung Priok, Jakarta. The study uses a quantitative approach to associative and the data processed by the program LISREL 8.8. The sample was 100 of service users with quota sampling technique. Data analysis was conducted using descriptive and inferential statistical path analysis. The results show: relationship management with providers of land transportation

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Triyani, Devi, David Aroschi Lasse, Widodo Widodo, and Husni Hasan. "CUSTOMER RELATIONSHIP MANAGEMENT DAN PERFORMANSI PELABUHAN." Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG) 4, no. 1 (2017): 59. http://dx.doi.org/10.54324/j.mtl.v4i1.52.

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The research objective is to determine the impact of relationship management with land transportation service providers to the performance of the port with a mediation service that adds value to the PT. Indonesia Vehicle Terminal (IKT), Tanjung Priok, Jakarta. The study uses a quantitative approach to associative and the data processed by the program LISREL 8.8. The sample was 100 of service users with quota sampling technique. Data analysis was conducted using descriptive and inferential statistical path analysis. The results show: relationship management with providers of land transportation

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Pakdil, Fatma, and Feride Bahar Kurtulmuşoğlu. "Quality improvement initiatives based on customer and service provider perspectives in shopping malls." International Journal of Quality and Service Sciences 10, no. 2 (2018): 176–95. http://dx.doi.org/10.1108/ijqss-09-2016-0067.

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PurposeThe purpose of this study is to optimize and improve service delivery configurations by integrating both customers’ and service providers’ perspectives into service delivery design processes using quality function deployment (QFD) methodology at shopping malls.Design/methodology/approachQFD is used to determine and close the gap between the most important customer needs and expectations and the opinions of service providers using a unique platform.FindingsOn customer side, the highest relative weight was given to “prompt response to customer concerns”, “not being crowded and loud”, “pro

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Goet, Joginder. "Impact of Service Quality on Customer Satisfaction among Nepalese Cellular Mobile Service Providers." Journal of Management 6, no. 1 (2023): 89–101. http://dx.doi.org/10.3126/jom.v6i1.58883.

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The objective of this study was to find out how satisfied customers are with Nepal Telecom and Ncell's mobile phone services. Both the analytical and the descriptive research designs were used in this study. All users of Nepal Telecom and Ncell mobile telephone services make up the study's population and 400 mobile telephone services user was considered as a sample of the study. In this study, correlation analysis was used to find the relationship between service quality factors and customer satisfaction and linear regression analysis was used to evaluate multiple independent variables that af

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Syahnur, Haerdiansyah, and Jafar Basalamah. "Analysis of the Importance Degree and Performance of Internet Service Providers in Makassar City." Digital Zone: Jurnal Teknologi Informasi dan Komunikasi 10, no. 2 (2019): 168–77. http://dx.doi.org/10.31849/digitalzone.v10i2.3247.

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This study aimed to analyze the customer experience seen from the level of actual performance and the level of importance of services provided by internet service providers PT. XYZ in Makassar City. Variables and attributes issued by TM Forum GB 912 consisting of Customer Management, Fulfillment, Assurance, and Billing, are used to analyze the performance provided by customer service in the field. The analysis technique will be carried out using the Importance Performance Analysis and Customer Satisfaction Index consisting of quadrant analysis and gap analysis used to investigate customer sati

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