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Top : Research Articles For Customer Service : Page 2: Here, you'll find research findings and results about customer service techniques, return on investment and related topics.
Articles:SERVICE WITH A SMILE: EMOTIONAL CONTAGION IN THE SERVICE ENCOUNTER - by Journal of ManagementABSTRACT This study focuses on the antecedents and consequences of displayed emotion in organizations, and proposes that customers catch the affect of employees through emotional contagion processes. Results indicate that the display of positive emotion by employees is positively related to customer positive affect following the service encounter, and, customer evaluations of service quality. Replicating and extending prior research, transaction busyness and employee emotional expressiveness are shown to predict displayed emotions by employees. (Added: 28-Nov-2004 Hits: 508 ) The internal service encounter - by Dwayne D. Gremler, Mary Jo Bitner and Kenneth R. Evans Do the same events and behaviours associated with service satisfaction or dissatisfaction for external customers apply also to internal customers? (Added: 28-Nov-2004 Hits: 649 ) Service Loyalty: Its Nature, Importance, and Implications - by Dwayne D. Gremlera and Stephen W. Brownb Service organizations are continually looking for ways to increase customer loyalty. Although loyalty to tangible goods (i.e., brand loyalty) has been studied extensively by marketing scholars, relatively little theoretical or empirical research has examined loyalty to service organizations (i.e., service loyalty). This study extends previous loyalty research by examining service loyalty and factors expected to influence its development. In particular, a literature review is combined with analysis of qualitative data from over forty depth interviews to develop a model of service loyalty that includes three antecedents))satisfaction, switching costs, and interpersonal bonds. (Added: 28-Nov-2004 Hits: 624 ) Customer Evalulations Of Tour Operators Responses To Their Complaints - by Klaus Schoefer This 11 page document is a discussion paper published by the Tourism and Travel Research Institute (TTRI), considering how the consumer evaluates a tour operator's response to their complaint. The research uses exploratory, in depth interviews to investigate how customers evaluate a tour operator's response to their complaints. The results indicate that perceived justice is indeed a useful conceptual framework for such a context. In particular, the fairness of the resolution procedures, the interpersonal communication, behaviour and the outcome are confirmed as important evaluative criteria of the customer. The document also discusses service failure and recovery, travel and tourism. (Added: 8-Dec-2004 Hits: 303 ) Emotional Responses To Service Complaints Experiences - by Klaus Schoefer and Christine Ennew This discussion paper by Klaus Schoefer and Christine Ennew was published by the Tourism and Travel Research Institute (TTRI) in 2002. There is a growing recognition that perceived justice plays an important role in consumers' evaluations of service complaint experiences. Emotional responses to complaint experiences have received rather less attention. The current paper seeks to address this gap by considering the role of perceived justice in the elicitation of differential emotions following complaint handling experiences in the tourist industry. (Added: 8-Dec-2004 Hits: 750 ) Customer Service - Return on Investment Report (pdf) - by TARP Eleven page research report presents findings on the value of customer service across industries, charts, and methods for calculating ROI for customer service strategies. (Added: 27-Nov-2004 Hits: 454 ) Related Categories: Pages Updated On:
28-Jan-2008
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