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1 – 10 of over 126000
Article
Publication date: 6 February 2024

Jagdish N. Sheth, Varsha Jain and Anupama Ambika

This study aims to develop an empathetic and user-centric customer support service design model. Though service design has been a critical research focus for several decades, few…

Abstract

Purpose

This study aims to develop an empathetic and user-centric customer support service design model. Though service design has been a critical research focus for several decades, few studies focus on customer support services. As customer support gains importance as a source of competitive advantage in the present era, this paper aims to contribute to industry and academia by exploring the service design model.

Design/methodology/approach

The study adopted a theories-in-use approach to elucidate mental models based on the industry’s best practices. In-depth interviews with 62 professionals led to critical insights into customer service design development, supported by service-dominant logic and theory of mind principles.

Findings

The ensuing insights led to a model that connects the antecedents and outcomes of empathetic and user-centric customer service design. The precursors include people, processes and technology, while the results are user experience, service trust and service advocacy. The model also emphasises the significance of the user’s journey and the user service review in the overall service design.

Research limitations/implications

The model developed through this study addresses the critical gap concerning the lack of service design research in customer support services. The key insights from this study contribute to the ongoing research endeavours towards transitioning customer support services from an operational unit to a strategic value-creating function. Future scholars may investigate the applicability of the empathetic user service design across cultures and industries. The new model must be customised using real-time data and analytics across user journey stages.

Practical implications

The empathetic and user-centric design can elevate the customer service function as a significant contributor to the overall customer experience, loyalty and positive word of mouth. Practitioners can adopt the new model to provide superior customer service experiences. This original research was developed through crucial insights from interviews with senior industry professionals.

Originality/value

This research is the original work developed through the key insights from the interview with senior industry professionals.

Details

European Journal of Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0309-0566

Keywords

Article
Publication date: 28 February 2020

Estelle van Tonder, Stephen G. Saunders and Leon T. de Beer

In the absence of direct employee involvement, customers sharing knowledge and know-how with other customers during self-service encounters is key for promoting service quality…

Abstract

Purpose

In the absence of direct employee involvement, customers sharing knowledge and know-how with other customers during self-service encounters is key for promoting service quality. This study assessed the extent to which customer support and help during self-service encounters could simply be explained by multiple motivations of the social exchange theory.

Design/methodology/approach

A survey approach was followed. The model was tested among 258 electronic banking customers in South Africa and later cross-validated among 253 electronic banking customers in Australia. Multi-group confirmatory factor analysis with country as the grouping variable, latent variable modelling and indirect tests were performed to assess interrelationships among diverse factors that may contribute to customer support and help during self-service encounters, as accounted for by motivations of the social exchange theory.

Findings

Adequate model fit was obtained for the combined structural model, which was based on the invariant model. Value contribution and competence affirmation, pleasure derived from helping, reciprocity and reputation enhancement are relevant motivations of the social exchange theory that may impact customer support and help through knowledge sharing.

Research implications

The study provides a simplified and more cohesive explanation of customers' motivations for engaging in customer support and helping behaviours during self-service encounters.

Practical implications

Service providers seeking guidance on knowledge sharing among customers, which may lead to greater service quality, should benefit from this research.

Originality/value

The findings contribute to greater understanding of social exchanges by customers who provide support and help to other customers during self-service encounters, and that ultimately may affect service quality.

Details

International Journal of Quality & Reliability Management, vol. 37 no. 4
Type: Research Article
ISSN: 0265-671X

Keywords

Article
Publication date: 25 January 2008

Inger Roos and Bo Edvardsson

The purpose of this paper is to describe customers' perception of customer support service related to the core service in telecomminucations customer relationships. The customers'…

4191

Abstract

Purpose

The purpose of this paper is to describe customers' perception of customer support service related to the core service in telecomminucations customer relationships. The customers' perceptions of the supportservice stem from their contacts with the support service and are related to the importance for the relationship with the telecommunications provider.

Design/methodology/approach

The study used a modified version of Switching Path Analysis Technique (SPAT) in its analysis to create the necessary data for carrying out a dynamic analysis – in other words customers' experiences of the customersupport service over time in their relationship with the service provider. The modification, called the SPAT mechanism, only focused on the difference between driving and non‐driving factors related to the relationship strength.

Findings

From the service perspective it was found that some of the customers in the present study were particularly focused on the customersupport, which made it dominate the relationships. At that special time, their telecommunications service predominantly comprised customer support, which was more important than the core service. At other times, when the supportservice focus was not as strong, the priority was likely to be different. Consequently, the composition of the telecommunications service and the core service is according to customers' expressions dynamic and only the customer perspective has the authority to define it.

Research limitations/implications

Research on service has been going on for several decades, and thus offers a great variety of findings from cross‐sectional studies. Therefore, the present study's presentation of only one kind of service could be considered limited.

Originality/value

The paper provides useful information on customers' perception of customer support service related to the core service in telecommunications customer relationships.

Details

Managing Service Quality: An International Journal, vol. 18 no. 1
Type: Research Article
ISSN: 0960-4529

Keywords

Article
Publication date: 8 February 2021

Babak Taheri, Shahab Pourfakhimi, Girish Prayag, Martin J. Gannon and Jörg Finsterwalder

This study aims to investigate whether the antecedents of co-creation influence braggart word-of-mouth (WoM) in a participative leisure context, theorising the concept of…

1196

Abstract

Purpose

This study aims to investigate whether the antecedents of co-creation influence braggart word-of-mouth (WoM) in a participative leisure context, theorising the concept of co-created food well-being and highlighting implications for interactive experience co-design.

Design/methodology/approach

A sequential mixed-method approach was used to test a theoretical model; 25 in-depth interviews with cooking class participants were conducted, followed by a post-experience survey (n = 575).

Findings

Qualitative results suggest braggart WoM is rooted in active consumer participation in co-designing leisure experiences. The structural model confirms that participation in value co-creating activities (i.e. co-design, customer-to-customer (C2C) interaction), alongside perceived support from service providers, increases consumer perceptions of co-creation and stimulates braggart WoM. Degree of co-creation and support from peers mediate some relationships.

Research limitations/implications

Limited by cross-sectional data from one experiential consumption format, the results nevertheless demonstrate the role of active participation in co-design and C2C interactions during value co-creation. This implies that co-created and co-designed leisure experiences can intensify post-consumption behaviours and potentially enhance food well-being.

Practical implications

The results highlight that integrating customer participation into service design, while also developing opportunities for peer support on-site, can stimulate braggart WoM.

Originality/value

Extends burgeoning literature on co-creation and co-design in leisure services. By encouraging active customer participation while providing support and facilitating C2C interactions, service providers can enhance value co-creation, influencing customer experiences and food well-being. Accordingly, the concept of co-created food well-being is introduced.

Details

European Journal of Marketing, vol. 55 no. 9
Type: Research Article
ISSN: 0309-0566

Keywords

Article
Publication date: 26 June 2020

Jagdish Sheth, Varsha Jain and Anupama Ambika

This paper aims to analyze the present status of customer support services (CSS) and advocate the re-positioning of support services from an administrative cost center to a…

3215

Abstract

Purpose

This paper aims to analyze the present status of customer support services (CSS) and advocate the re-positioning of support services from an administrative cost center to a strategic profit center. Authors demonstrate how customer support or after sales services can be a source of competitive advantage and revenue generation for firms.

Design/methodology/approach

The study adopts a conceptual approach grounded in theoretical foundations of service dominant logic, customer loyalty and customer centricity along with practical illustrations from the industry.

Findings

Following the tenets of theory, review of existing research and analysis of the industry practices, the authors propose a new framework to enable the repositioning of customer service function. The key propositions include establishing customer support as separate business unit and insights center, introducing a new role of a C-level chief customer support officer to lead the customer support unit, adopting a customer-centric culture and process, enabling frontline IT support and investing in frontline employee skills development.

Research limitations/implications

Academics should examine the potential of customer support, where the strategic importance is low at present, leading to customer dissatisfaction. The new approach and positioning of customer support calls for a new direction for research in this area focusing on enablers, challenges and further implications. To succeed in this competitive era, firms should be conscious of the value of customer service and undertake concrete actions to generate value for all stakeholders.

Practical implications

Industry can use the new framework and re-position CSS of the organizations. The CSS unit can be different from other business units in the organizations. The CSS would evolve and emerge from the live customer insights. CSS unit can be managed by the C level chief CSS officer. Customer-centric culture would be developed and front line processes can be made customer-oriented by the officer. Thus, this paper and framework would provide new customer-centric directions to the organizations for effective functioning.

Originality/value

This is the original piece that has emerged from the experience and expertise of the authors.

Article
Publication date: 6 June 2016

Roozbeh Hesamamiri and Atieh Bourouni

Customer support has always been considered a competitive advantage in many industries. In recent years, firms have begun to provide customers with a high-quality service

Abstract

Purpose

Customer support has always been considered a competitive advantage in many industries. In recent years, firms have begun to provide customers with a high-quality service experience, in order to attract more customers and achieve higher customer satisfaction. Although customer service and satisfaction have been discussed by other researchers, to the knowledge, there has been no dynamic and intelligent way to model and optimize customer support systems for product and service providers. The purpose of this paper is to develop a modeling method for customer support optimization.

Design/methodology/approach

In this study, a system dynamics (SD) model has been formulated to investigate the dynamic characteristics of customer support in an IT service provider. The proposed simulation model considers the dynamic, non-linear, and asymmetric interactions among its components, and allows study of the behavior of the customer support system under controlled conditions. Furthermore, a particle swarm optimization method was developed to investigate the proper combination of parameters and strategy development of the support center.

Findings

This paper proposes a novel modeling, simulation, and optimization approach for complex customer support systems of information and communications technology (ICT) service providers. This method helps managers improve their customer support systems. Moreover, the simulation results of the case study show that ICT service providers can gain benefit by managing their customer service dynamically over time using the proposed artificial intelligent multi-parameter modeling and optimization method.

Research limitations/implications

The proposed holistic modeling approach and multi-parameter optimization method will greatly help managers and researchers understand the factors influencing customer support. Moreover, it facilitates the process of making new improvement strategies based on provided insights.

Originality/value

The paper shows how SD simulation and multi-parameter optimization can provide insights into the field of customer support. However, the existing literature lacks a holistic view of these kinds of simulation systems, as well as a multi-parameter optimization method for SD methodology.

Article
Publication date: 18 December 2007

Yi‐Chan Chung, Chih‐Hung Tsai, Shiaw‐Wen Tien and Lin‐Yi Lin

Customer Support Knowledge of Customer Support Organization is one of the important assets of enterprises and “Customer Support Knowledge Management” is also the critical aspect…

Abstract

Customer Support Knowledge of Customer Support Organization is one of the important assets of enterprises and “Customer Support Knowledge Management” is also the critical aspect of Business Knowledge Management; however, the attributes of Customer Support Knowledge are complicated, diverse, renewed rapidly and difficult to be managed. Thus, in order to design a successful Customer Support Knowledge Management System, apart from the consideration of “human” and “information technology” aspects, the concerns of attributes and Customer Support Knowledge and industry characteristics should be involved for meeting the requirements of Customer Support Organization and allowing the organization to acquire the competitive advantage of “Differentiation Service”. This research used the “Customer Support Knowledge Management System” in a high‐tech industry as an example and treated the end users of medical instruments in different types of hospitals in Taiwan which have received the support service of our company in recent six months as the population. The end users were mostly the nursing executives or ultrasonic wave technical personnel in intensive care unit and they had similar educational background and incomes and adopted the medical instruments such as physical supervision system, ultrasonic wave system, heart start or ECG machine produced by our company; the research method was to randomly treat the investigation results of the telephone customers’ satisfaction from respective 30 end users in the population three months before and after this system execution as the samples and use hypotheses to validate if the end users’ customer satisfaction significantly improved in terms of “Remote Support,” “On‐site Support,” “Service Turn Around time,” “Technical Competence” and “Service Manner” in order to understand the influence and managerial significance of execution of “Customer Support Knowledge Management System” on Customer Support Organization.

Details

Asian Journal on Quality, vol. 8 no. 3
Type: Research Article
ISSN: 1598-2688

Keywords

Article
Publication date: 3 October 2017

Janne Harkonen, Arto Tolonen and Harri Haapasalo

The previous literature has indicated that the productisation of services may play a role in service management, although a certain level of obscurity still surrounds the concept…

1719

Abstract

Purpose

The previous literature has indicated that the productisation of services may play a role in service management, although a certain level of obscurity still surrounds the concept. Therefore, the purpose of this paper is to clarify the meaning of service productisation (SP) as well as to contribute to a greater understanding of the concept.

Design/methodology/approach

An inductive analysis was applied to 13 instances of activities related to the productisation of services, with secondary data being analysed to identify practices relevant to SP and to examine their significance. The analysis is guided by an extensive literature review.

Findings

SP has been found to play a role in systematising and tangibilising a service offering and its related processes as well as in formalising the processes and service offerings. The potential elements of SP have been identified and supporting evidence has been provided. The findings indicate that SP has a specific focus on the offering and its related processes, with the aim being to create a service product that can be sold, delivered and invoiced. SP may utilise various practices and techniques, and customer orientation also plays a significant role. A typology of SP has been created by reflecting on its commercial and technical aspects.

Practical implications

This study has important implications for the service industry as it provides a structure and key considerations for productising services.

Originality/value

This study is one of the first to seek evidence for the concept of SP from multiple instances of SP as well as an extensive literature base. The typology created provides a context for discussing SP as well as reflecting on its commercial and technical aspects.

Details

Journal of Service Management, vol. 28 no. 5
Type: Research Article
ISSN: 1757-5818

Keywords

Article
Publication date: 21 September 2021

Wan-Hsien Hu and Chen-Ju Lin

Based on the broaden-and-build theory, this study aims to clarify that the relationship between extraversion and service outcomes will be mediated by work vigor, and that, in…

Abstract

Purpose

Based on the broaden-and-build theory, this study aims to clarify that the relationship between extraversion and service outcomes will be mediated by work vigor, and that, in turn, this mediating effect will be moderated by coworker support. Specifically, the authors examine vigor as an attitudinal resource to drive organizational performance.

Design/methodology/approach

This research collected 181 valid questionnaires from service industries through a two-wave survey. The authors used hierarchical regression analysis to conduct each hypothesis test. Owing to the conditional mediating effect, the authors differentiated each variable centering and used the fractional number and the product as the predictor variable, moderator, and interaction effects after centering.

Findings

The relationships between extraversion and customer orientation and service performance mediated by work vigor in that the indirect relationships are stronger when perceived coworker support is higher than is lower.

Research limitations/implications

Future studies are suggested to probe into different forms of social support (e.g. family support), mechanisms of coworker support (e.g. task-related vs. non-task-related assistance), and different workplace contexts.

Practical implications

Extraversion, as a personality trait, is a significant reference index to examine an applicant's qualifications during recruitment, particularly in service organizations. Appropriate job assistance and emotional conciliation from coworkers can effectively facilitate employees' work vigor and service outputs.

Originality/value

Previous studies suggested the influence of different personality traits on different dimensions of work engagement. Accordingly, investigation indicates that extraversion can effectively predict work vigor which is an important attitude of willingness to put personal efforts at work to facilitate frontline service outcomes.

Details

Journal of Service Theory and Practice, vol. 31 no. 6
Type: Research Article
ISSN: 2055-6225

Keywords

Article
Publication date: 1 August 2002

Bert Meijboom and Migon Houtepen

The specific challenges with which companies pursuing international manufacturing strategies are faced, if their output also contains a service dimension, are addressed. A…

5173

Abstract

The specific challenges with which companies pursuing international manufacturing strategies are faced, if their output also contains a service dimension, are addressed. A theoretical framework is proposed based on three virtually complementary perspectives by integrating international production, demand, and contemporary ICT‐based theory. Subsequently, an exploratory case study in a pure service environment is described that illustrates the value of the framework. The present study provides a starting‐point for further research in the international manufacturing sector. It is possible, for example, to apply the theoretical framework to case studies in internationally‐operating companies delivering a mix of goods and services. Moreover, the framework has proven to be useful in improving the European structure of the case company. This is a notable and promising side‐effect of the exploratory study, at least from a managerial point of view.

Details

International Journal of Operations & Production Management, vol. 22 no. 8
Type: Research Article
ISSN: 0144-3577

Keywords

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