Customer Service Management

This paper illustrates the practical application of Dynamic Capabilities theory to improve investment decisions in Customer Relationship Management (CRM). Action Research (AR) allows managers to raise the tacit knowledge of their Dynamic Capabilities to a level where they can be identified and developed. A framework and process for managing Dynamic Capabilities in marketing are presented. The findings relate to the nature of Dynamic Capabilities in marketing and how they are managed. Marketing managers can improve the return on investments in CRM. The paper presents a method for applying Dynamic Capabilities drawn from the Resource Based View (RBV) to practical marketing problems.

PurposeThe purpose of this paper is to illustrate the practical application of dynamic capabilities theory to improve investment decisions in customer relationship management (CRM).Design/methodology/approachAction research (AR) allows managers to raise the tacit knowledge of their dynamic capabilities to a level where they can be identified and developed. A framework and a process for managing dynamic capabilities in marketing are presented.FindingsThe findings relate to the nature of dynamic capabilities in marketing and how they are managed.Practical implicationsMarketing managers can improve the return on investments in CRM.Originality/valueThe paper presents a method for applying dynamic capabilities drawn from the resource‐based view (RBV) to practical marketing problems.

The advent of Artificial Intelligence (AI) has brought transformative changes across numerous industries, with telecommunications being a prominent beneficiary of this evolution. This paper delves into the integration of AI-powered Interactive Voice Response (IVR) systems and chatbots within the telecommunications sector, focusing on how these technologies are revolutionizing troubleshooting processes. AI-driven IVR and chat solutions represent a significant advancement from traditional systems, leveraging sophisticated algorithms and machine learning techniques to enhance the efficiency and efficacy of customer support interactions. The integration of these AI technologies is not merely a matter of automation but signifies a profound shift towards more responsive, personalized, and efficient customer service. AI-powered IVR systems utilize advanced natural language processing (NLP) and speech recognition capabilities to interpret and respond to customer inquiries with greater accuracy and context-awareness. This evolution from rule-based to AI-driven systems enables more nuanced understanding and resolution of customer issues, thus reducing the need for human intervention and expediting problem resolution. Similarly, AI chatbots are designed to engage in dynamic conversations with customers, leveraging contextual understanding and predictive analytics to provide tailored assistance. The synergy between IVR and chatbot technologies facilitates a seamless transition between different communication channels, optimizing the customer experience and operational efficiency. A key benefit of AI-powered IVR and chat solutions is the substantial improvement in response times. Traditional IVR systems often suffer from rigid scripts and limited adaptability, leading to prolonged wait times and customer frustration. In contrast, AI

This study aimed to determine the significant relationship between service quality and customer engagement in Kaputian Beach Park. Convenience sampling, which included 70 customers, was used. Through non-experimental quantitative descriptive-correlational research technique, validated questionnaire, Mean, Pearson-Product Moment Correlation Coefficient (Pearson-r) and Multiple Linear Regression; results showed that the level of service quality was high or oftentimes manifested. It was also found that the level of customer engagement was high or oftentimes manifested. There was a significant relationship between service quality and customer engagement. This implies that customers are more likely to engage with the business when the service quality is high. This could mean more frequent interactions, longer sessions, higher satisfaction rates, increased loyalty, and more purchases. Accordingly, empathy best influences customer engagement. It was recommended that the beach resort management may continue to prioritize and enhance the quality of service, with a particular focus on demonstrating empathy. This could involve training staff to understand better and anticipate customer needs, personalizing services where possible, and creating an environment where customers feel valued and understood.

Managing services on the Internet is becoming more and more complex and time consuming for service providers since services are increasing both in number and complexity. Also the number of users per service is going up. A solution to this problem is to allow the service users themselves to partly manage the services they are using. This is called Customer Service Management, and it will both increase the perceived value of the services to the users as well as lower the operational costs of service management for the service provider. This paper presents an architecture for Customer Service Management in the Internet.

This document describes D2.2 of the Internet Next Generation project. Internet Next Generation is a project performed within the context of the Gigaport programme, and is funded by many organizations within the Netherlands. Details of the Internet Next Generation project can be obtained from . The architecture that is described within this document explains how customers of a Differentiated Services (DiffServ) network can manage the service that is provided by them, by reading and modifying QoS parameters in an interactive way. Which parameters are available and which values these parameters can take, is defined in the Service Level Specification (SLS), which is part of the Service Level Agreement (SLA). The form of management in which customers can modify the behaviour of the provided service is called Customer Service Management (CSM); the idea that customers can manage the behaviour of the provided service is not only interesting in case of DiffServ, but also in cases like Mobile IP, IP security or Virtual Private Networks (VPNs).

The rapid evolution of artificial intelligence (AI) has introduced HR chatbots as a
transformative tool in the IT sector. These AI-driven systems address employee queries,
provide HR-related assistance, and improve operational efficiency by automating routine tasks.
This study explores the impact of three key factors—usability, perceived helpfulness, and
response accuracy—on employee satisfaction with HR chatbots. Usability reflects the ease of
navigation and intuitiveness of the chatbot interface. Helpfulness measures how effectively
chatbots resolve employee queries, while response accuracy assesses the reliability of the
information provided.
Using survey data collected from 300 employees in IT firms, this study employs a multiple
regression analysis to examine the relationships between these variables and overall
satisfaction. The findings indicate that all three factors significantly influence satisfaction, with
usability emerging as the strongest predictor. The regression model explains 78% of the
variance in satisfaction, underscoring the importance of designing HR chatbots that prioritize
user experience, deliver reliable information, and offer meaningful assistance.
This research provides actionable insights for IT organizations aiming to enhance employee
experiences through HR technology. By focusing on continuous improvements in chatbot
features and incorporating user feedback, businesses can foster higher satisfaction levels and
streamline HR operations. Future studies can extend these findings by examining long-term
effects on employee retention and productivity, further emphasizing the strategic role of HR
chatbots in modern workplaces.

Im Marketing vollzieht sich seit einiger Zeit eine Akzentverschiebung: weg von einem Management, bei dem die Transaktionen (i. S. eines Verkaufsabschlusses) und Aspekte der Kundengewinnung im Vordergrund stehen, hin zu einem beziehungsorientierten Marketing, bei dem insbesondere der Aufbau und die Sicherung von Kundenbeziehungen sowie die Stärkung der Kundenbindung zentrale Anliegen sind. Nun stellt sich die Frage, ob eine aktive Beziehungspflege seitens des Unternehmens in jedem Falle sinnvoll ist. Man ist versucht "ja" zu sagen, das die Vorteile treuer Kunden anscheinend auf der Hand liegen. Der Beitrag diskutiert, ob wie die Bindungswürdigkeit von Kunden tatsächlich einzuschätzen ist.

Schlüsselwörter:
Beziehungsorientiertes Marketing, Kundenloyalität, Aktives Beziehungsmanagement, Kundenbindung, Transaktionales Marketing, Relationales Marketing, Aufbau von Kundenbeziehungen, Kundengewinnung, Wert loyaler Kunden, Kundenbindungsstrategie, Bewertung von Kundenloyalität.


Marketing has been experiencing a fundamental shift in focus: from a transactional approach, where closing sales and acquiring new customers are the primary objectives, to a relationship-oriented strategy that emphasizes building and sustaining customer relationships while fostering loyalty. This evolution prompts the question of whether active relationship management by companies is always beneficial. At first glance, the advantages of loyal customers seem self-evident, making it tempting to answer "yes." However, this article critically examines how to accurately evaluate the true value of customer loyalty and determine when investing in it is worthwhile.

Keywords:
Relationship-oriented marketing, customer loyalty, active relationship management, customer retention, transactional marketing, relational marketing, building customer relationships, customer acquisition, value of loyal customers, customer engagement strategy, evaluating customer loyalty.

Today's data-driven business climate is driving companies to use AI and ML to achieve a competitive advantage. Salesforce is a major CRM platform that uses AI and ML for predictive analytics and customer insights. This abstract discusses how Salesforce's AI and ML integration can transform company operations with actionable insight and prediction. Salesforce's Einstein AI framework leads this integration. Einstein integrates AI into Salesforce's technologies so organizations may use predictive analytics without data science knowledge. Einstein helps enterprises automate data analysis, predict patterns, and get insights from massive data sets. AI and ML in Salesforce improve consumer insights. AI-driven analytics can better segment clients, discover behavior trends, and forecast requirements. Segmentation allows individualized marketing, better customer service, and targeted sales. Businesses may use predictive algorithms to target at-risk clients with retention initiatives. Additionally, AI and ML provide sophisticated lead scoring and opportunity management. Machine learning algorithms can grade leads for accuracy and anticipate which opportunities will close by analyzing previous data and present interactions. Sales procedures are streamlined and revenue increases. Sales teams may prioritize highvalue prospects and concentrate on high-probability opportunities by integrating these tools into Salesforce. AI-powered automation streamlines corporate operations too. Salesforce's Einstein automates data input, reminders, and reporting. This boosts operational efficiency and frees up staff time for strategic projects. AI automation keeps data current and accurate, improving business choices.AI  and  ML  in  Salesforce  enable  intelligent  chatbots  and  virtual  assistants,  improving  customer  service. These  AI-powered  solutions  can  answer  common  consumer  questions,  give  rapid  help,  and  address problems  without  human  interaction.  These  virtual  assistants  use  NLP  and  machine  learning  to  interpret and answer consumer questions, improving satisfaction and response times. Integrating Salesforce AI and ML requires resolving data privacy and security issues. Maintaining client confidence  requires  AI  models  to  follow  ethical  and  regulatory  requirements.  To  eliminate  biases  and guarantee transparency, organizations must create strong data governance and monitor AI systems. In conclusion, Salesforce AI and machine learning revolutionize predictive analytics and customer insights. Salesforce Einstein helps organizations understand consumer behavior, improve sales and marketing, and automate processes. AI integration with Salesforce will certainly improve, giving organizations additional opportunity to use data-driven insight and develop.

This study explores Customer Experience Management (CEM) as a crucial strategy for business success, focusing on
personalized interactions and the balance between technology and human touch. The objective was to assess how businesses
leverage CEM to improve customer satisfaction, retention, and loyalty. A mixed-method approach was adopted, involving
quantitative surveys of 150 businesses and qualitative interviews with 20 senior managers. Results show that companies
implementing effective CEM strategies reported a 25% increase in customer retention and a 30% improvement in customer
satisfaction. Additionally, personalized interactions powered by AI contributed to a 15% increase in customer retention. Despite
these advancements, 59% of consumers still prefer human interactions for complex needs. The study concludes that successful
CEM strategies require a balance between automation and empathy.

Key Words: Customer Experience Management, Personalization, Customer Retention, AI, Human Interaction, Business Success.

This study's main emphasis is on the multiple best practices that academic libraries ought to follow. It emphasizes how important it is for academic libraries to adopt best practices to improve their operations and activities, make the most use of their resources, and offer high-quality, efficient services to library users. This article covers both conventional best practices and IT-based best practices, including general best practices and web pages, institutional repositories, email alerting services, and extension services. This report will be a valuable resource for other academic libraries, providing them with fantastic suggestions about various strategies they may adopt to efficiently provide services in their libraries.

The objective of this study is to evaluate the customer satisfaction in the retail banking sector in Hyderabad. It is an exploratory study conducted to find out the most important attributes of service quality in retail banks, which can be used to evaluate the characteristics of banking service quality as perceived by customers. A sample of 160 retail banking customers was drawn from the ICICI Bank in Hyderabad. The questionnaire developed for this study was based on a SERVQUAL model that identified the influence of five dimensions (i.e. tangibility, responsibility, reliability, assurance and empathy) in banking service environments on customer satisfaction. The results indicate that the five SERVQUAL dimensions have a positive influence on customer satisfaction. Reliability, Tangibility, Empathy and Responsiveness were more significant in contributing to customer satisfaction, while Assurance was given less preference. This study suggests that SERVQUAL is a suitable instrument for ...

This study aimed to determine the significant relationship between service quality and customer engagement in Kaputian Beach Park. Convenience sampling, which included 70 customers, was used. Through non-experimental quantitative descriptive-correlational research technique, validated questionnaire, Mean, Pearson-Product Moment Correlation Coefficient (Pearson-r) and Multiple Linear Regression; results showed that the level of service quality was high or oftentimes manifested. It was also found that the level of customer engagement was high or oftentimes manifested. There was a significant relationship between service quality and customer engagement. This implies that customers are more likely to engage with the business when the service quality is high. This could mean more frequent interactions, longer sessions, higher satisfaction rates, increased loyalty, and more purchases. Accordingly, empathy best influences customer engagement. It was recommended that the beach resort management may continue to prioritize and enhance the quality of service, with a particular focus on demonstrating empathy. This could involve training staff to understand better and anticipate customer needs, personalizing services where possible, and creating an environment where customers feel valued and understood.

This study investigates the impact of social media engagement on voting behaviors during the 2022 local elections in Sta. Barbara, Pangasinan. With the rise of platforms like Facebook, Twitter, and Instagram, social media has become an instrument in political campaigns, modifying old techniques and impacting social behavior. This research focuses on how social media in Sta. Barbara influences individual voting decisions based on their characteristics, degree of involvement, and voter turnout. The study utilized quantitative and qualitative methods to collect data. The results show that social engagement in their voting decision was neutral, with an overall mean of 3.07.

With rapid technological transformation and dynamic digital landscape partnership of Generative AI (Gen AI) & cloud computing is revolutionizing customer engagement strategies and driving innovations. Gen AI combined with Cloud computing presents unprecedented opportunities for businesses to forge deeper engagement with customers and gain loyalty. In today's highly competitive business landscape it's imperative for every business to stay ahead of the curve and address the challenges to avoid churn and focus on driving business growth. These challenges require deployment of the right mix of technologies. Gen AI provides a very powerful mechanism to extend tailor approach to interaction and service provision. while cloud computing offers a scalable, flexible and economic infrastructure for deploying AI powered solutions to meet evolving customer expectations. Having the right combination of Gen AI and Cloud computing enables customer relationship management applications to process vast amounts of data in real-time, empowering businesses towards actionable insights & delivering targeted & hyper personal experiences to the customers.

With rapid technological transformation and dynamic digital landscape partnership of Generative AI (Gen AI) & cloud computing is revolutionizing customer engagement strategies and driving innovations. Gen AI combined with Cloud computing presents unprecedented opportunities for businesses to forge deeper engagement with customers and gain loyalty. In today's highly competitive business landscape it's imperative for every business to stay ahead of the curve and address the challenges to avoid churn and focus on driving business growth. These challenges require deployment of the right mix of technologies. Gen AI provides a very powerful mechanism to extend tailor approach to interaction and service provision. while cloud computing offers a scalable, flexible and economic infrastructure for deploying AI powered solutions to meet evolving customer expectations. Having the right combination of Gen AI and Cloud computing enables customer relationship management applications to process vast amounts of data in real-time, empowering businesses towards actionable insights & delivering targeted & hyper personal experiences to the customers.

This study examined the role of strategic Human Resource Management (HRM) in enhancing good governance within Zamboanga City, Philippines. A mixed-method approach was employed, combining qualitative interviews with key government officials and quantitative surveys distributed to public employees. Purposive sampling was used to select participants with substantial experience in HRM and governance. Data were analyzed using thematic analysis for qualitative data and statistical methods, including descriptive statistics and correlation analysis, for quantitative data, utilizing tools such as NVivo and SPSS. The reliability of the survey instrument was confirmed with a Cronbach's alpha of 0.85, indicating high internal consistency. The findings revealed that strategic HRM practices, such as performance management, capacity building, and transparent recruitment processes, significantly contributed to principles of good governance, including accountability, transparency, and efficiency. Departments with robust HRM systems reported higher levels of employee satisfaction and better public service delivery. Specifically, 70% of respondents perceived recruitment and selection processes as transparent and fair, 65% reported that training and development programs enhanced their skills, and 75% viewed the compensation and benefits system as adequate. However, 30% noted political interference in recruitment, and 40% pointed out resource limitations affecting training programs. Positive correlations were found between HRM practices and governance outcomes: accountability (r = 0.65), transparency (r = 0.62), and efficiency (r = 0.59). Challenges identified included political interference (30%), limited resources (40%), inadequate training programs (35%), delays in salary disbursement (25%), and management-employee conflicts (20%). Recommendations to enhance HRM included strengthening merit-based recruitment (90% support), expanding specialized training programs (80% support), improving performance management (70% support), ensuring timely compensation (75% support), and enhancing communication channels (85% support). The study underscored the importance of leadership commitment to HRM reforms and continuous professional development for staff. By prioritizing HRM reforms, Zamboanga City could set a benchmark for other municipalities aiming to enhance their governance frameworks.

This study investigates public perception and compliance with traffic regulations in Zamboanga City, Philippines, focusing on awareness, attitudes, and behaviors. Using a mixed-methods approach, the researcher conducted a survey with 420 participants and held focus group discussions to gather detailed and comprehensive data. The findings revealed high awareness of traffic regulations, with a mean score of 4.2, and generally positive attitudes towards the importance of traffic laws for road safety. However, less than half of the respondents reported high compliance, with perceived ineffectiveness of enforcement and inconvenience cited as primary reasons for non-compliance. Factors like age and socio-economic status had a noticeable impact on how well people followed traffic regulations. Participants suggested increasing awareness campaigns, enhancing enforcement, improving infrastructure, and fostering community engagement to improve adherence to traffic regulations. The study highlights the importance of creating targeted interventions that cater to the unique needs and behaviors of various groups in Zamboanga City. Recommendations include strengthening public awareness, enhancing enforcement measures, upgrading road infrastructure, and promoting community involvement. The findings provide valuable insights for policymakers and traffic management authorities to develop effective strategies for improving traffic regulation compliance and road safety in urban areas.

Over the past years, several researchers have analysed the relational dynamics that takes place inside and between organizations (concept, mediating and moderating variables, effects, etc.) considering it as a resource capable of contributing to the orientation and the strategic positioning of the organizations, and, as a last resort, to the support of the competitive advantages. Nevertheless, there are very few studies that include evidence about how the effective management of certain characteristics and properties of the network, such as the work dynamics developed or the interaction in the group may be useful for the operation of the work group itself in firms that develope its activity in high-tech sectors. Thus, the objectives of this paper is to develop a conceptual framework for studying the relationship between Human Resource Activities and Social Capital while underlining the importance that human resource policies play in the management of this variable in a IT environment.

Fairness is widely considered a key driver of human behavior. Organizational behavior (OB) research focuses on fairness as an employee attitude driver. Marketing research highlights fairness perceptions as a key determinant of both purchase intentions and purchase behavior. Yet, to our best knowledge, no explicit attempt has been made to bridge the two phenomena. Using deductive reasoning and delineation methods, we posit that, through the diffusion of customer experience, value perception, attitudes, and behaviors, a symbiosis of OB and marketing research ultimately influences organizational performance. Our corresponding conceptual framework determines fairness perceptions’ influence on employee attitudes and service productivity by means of proposition development. In turn, this leads to an increase in customer satisfaction, consumer purchasing, and re-purchasing behavior, and – ultimately – profitability.

Chatbots have become transformative technology in the banking industry. However, there is still a knowledge gap in understanding the influence of social contagion on chatbot user behavior. This research aims to identify and analyze the intention to use chatbots based on the synthesis of technology adoption and social contagion theories. The research method used is quantitative, employing a survey approach and collecting data through online questionnaires from 300 chatbot users in private banks in Manado. Data analysis was conducted using smartPLS. The research results indicate that factors such as Perceived Effectiveness, Perceived Ease of Use, and Coercive Pressure significantly influence users' intention to continue using chatbots. However, normative pressure and mimicry do not have a significant impact. These findings provide an important contribution to theoretical understanding and practical application in the sustainable use of chatbots in the banking industry, which can assist banks in designing more effective marketing strategies and services.

Entrepreneurship is seen an important driver of economic growth. Engaging in entrepreneurship begins with having a strong intention to become an entrepreneur. This study explored the influence of University Ecosystem and Entrepreneurial Characteristics on Entrepreneurial Intention. A descriptive correlational and causal research design was conducted among 336 business education students. A stratified random sampling technique was employed and utilized Pearson correlation statistics to establish the relationship on the independent and dependent variables. Results showed that business education students rated themselves high in University Ecosystem and Entrepreneurial Characteristics. Entrepreneurial Intention is also found high among business education students where majority intend to start business after graduation and after 5 years. A positive relationship was observed between variables. Further, a logistics linear regression confirmed that University Ecosystem and Entrepreneurial Characteristics has an influence on Entrepreneurial Intention. Universities with business education courses must incorporate entrepreneurship program activities that would showcase student’s entrepreneurial skills and characteristics.

In the era of digital economy customer satisfaction and loyalty are key factors for the establishment of good relations with customers and partners in the supply chain. For customers to be satisfied data protection and privacy are prerequisite for obtaining quality information. Information gathered may be transformed through a system of business intelligence into a complete enterprise resource planning system. This results in creation of integrated business systems. Using the innovative solutions enables integration of customers, partners and suppliers in a virtual network that is oriented to the end users. The challenge for the companies in the future is introducing the concept of electronic customer relationship management-CRM to increase productivity and profits of the company and thus gain a sustainable competitive advantage. Companies are increasingly exploring the market and searching the best ways to meet needs and requirements of their customers. In order to adapt to digital economy and accept new business philosophy many companies will implement modern technology and software solutions like e-CRM to their information systems.

This research paper is driven by twofold objectives: (1) To critically examine the diverse strategies employed by startups for acquiring and retaining customers, and to assess their effectiveness, and (2) To contribute to the academic understanding of how startups can navigate the complex landscape of customer-centricity and talent management, and to suggest potential avenues for further research in this field. Through a blend of literature review and questionnaire-based data collection, the analysis and results of this study are based on the responses received from 100 participants (startup founders/ executives and team members/ startup employees), selected using a purposive sampling technique. The study found that the identified key strategies for winning and retaining customers and managing talents are all effective in achieving their intended goals. These strategies will serve as valuable guiding principles in the pursuit of sustainable growth and customer loyalty. In an era where startups

The strategic importance of customer service has resulted in companies striving to enhance customer experience and satisfaction in attempts to deliver quality in a competitive marketplace. This quality is being achieved through organisations using interactions at customer contact points to communicate their understanding of, and ability to meet, individual customer needs -in other words, to provide customised customer contact service. At the core of customised customer contact service is information that may be collected, maintained and retrieved through a marketing database. The combination of customer service strategy with information technology culminates in the concept of customer contact management (CCM) and is a new strategic device for business that requires further research. Thus, this research addresses the research problem of: How and why can customer contact services use information from database marketing to provide customised customer service? To address this research problem a review of literature was undertaken in Chapter 2 and identified gaps in the body of knowledge about customer contact management. A new theoretical framework was developed consisting of six stages from the initial input to subsequent output of information in a customer contact sense. The theoretical framework was the focus for data collection and analysis in stage two of this research. The six research issues (RI) arising from the theoretical framework were: RI 1 What information relevant to customer contact service is utilised for database marketing and how? RI 2 How is information utilised in the provision of standardised customer service and why? RI 3 What information from customer service transactions and/or interactions can be integrated into the database, and why? RI 4 What is driving the opportunity for customised service and why? RI 5 How can individualised communication be incorporated into the total customer contact service? RI 6 How and why can feedback be incorporated into integrated database marketing? This research followed a two-stage qualitative research approach. The first stage, convergent interviews, involved conducting nine in-depth interviews with respondents selected according to their interest and expertise in CCM. All respondents were consultants to industry and so had knowledge across many industries and firms and iv were likely to be more advanced in their understanding and exposure to an emerging field like CCM. Stage two research involved case research with healthcare, hospitality, government and financial institutions. In total, nine cases were studied with multiple interviews for each case, totalling 34 face-to-face, in-depth interviews. The findings for stages one and two have been analysed by identifying themes and patterns in the data. A combination of case/issue matrices along with quotations was used to report the findings. The main findings for stage one of the research were, firstly, that there are many benefits of successful CCM implementation. Secondly, industry experts observed a changing picture as customer contact service emerged from a piecemeal to a more systemic approach. Thirdly, despite the positive prospects offered by customer contact service, most respondents felt that organisations had opportunities for improvement in CCM. The final finding for stage one research was that although CCM provides opportunities the interviewees indicated that there are barriers to its successful implementation. Three main conclusions have emerged from the analysis of stage two research. Firstly, information and feedback from the marketing database and customer service interactions can be used to improve customer service. Secondly, there are opportunities for customer service using customer contact management. Finally, implementation of customer contact management is problematic. The contributions of this research emerge from those conclusions in the development of a theoretical and practical model that answers the research problem. The model shows how customised service can be implemented through the process of CCM. In addition, knowledge in the disciplines of customer service and database marketing are further extended within the context of CCM.

Queuing is a common issue that Sri Lankans particularly encounter when seeking services from the Sri Lankan government sector. The Department of Immigration and Emigration Sri Lanka (DIESL) is one of the government sectors experiencing this issue, mainly when people apply for or renew a passport. Furthermore, causing the economic crisis, Sri Lankans seek passports for a better life, and the demand for passports has increased dramatically in recent times, resulting in customers having to wait in a long queue before getting services. Long queues appear because alternatives are not available for the customers to go to the private sector to get the same service. Making a passport includes a series of functions such as document submission, document processing, identity processing, payment process, and collecting process. The aim was to observe the average time customers wait for the service and suggest alternatives. Primary data were collected from 6 issuing counters using the observation technique, and 120 pieces of data were collected from each counter. SPSS version 21 is used to remove outliers from the data set. The simulation was performed for multiple queuing systems with six servers using Rockwell Arena version 14.5. The study revealed that the percentage of customers served by the existing system was 80.52% and suggested better alternatives. They were adding another issuing counter to the system and managing the waiting area to properly reach to counter and exit from the system to increase the customer served percentage. Adding a counter resulted in 92.36 %, and managing the waiting area resulted in 92.50% of customers served. Furthermore, the study recommended managing the waiting area to properly reach to counter and exit from the system by assessing financial feasibility.

The ATMs have become the most efficient service facility of the banking industry. Therefore, this study analyzed the performance of such a service system of a state bank in Sri Lanka. The selected ATM machine was located in front of a university. Thus considerably a longer queue was observed. The simulation was performed for a single server queuing system using the student version of Rockwell ARENA 14.5. The aim of the study was to calculate the average waiting time of the customers, number of customers waiting in queue and number of arrivals and service receipts in the selected ATM system. Data were collected for one peak hour on two weekdays. The sample included 100 observations. The inter arrival times and service times were calculated and inserted to the ARENA input analyzer to find the corresponding probability distributions. The system was run for a replication length of one hour. The results revealed that the waiting time of customers in queue and the number waiting were 4.50 minutes and 4.31 respectively. Moreover the performance of the system was measured by the percentage of customers served in the selected hour. Since the existing system had less performance rate and higher total waiting time, the study recommended to locate another ATM machine by assessing the financial feasibility. The results revealed that customer waiting time can be reduced to 2.20 minutes and number waiting can be reduced to 1.09 by the proposed system. Further the performance of the new system was recorded as 86.67%.

A supply chain consists of all activities and facilities performed to fulfil customers' requests. It involves not only the manufacturer and suppliers, but also transporters, warehouses, retailers, and even customer themselves. Recent researches and practices show that the focus of supply chain discussion has been moving from modelling supply and movement of tangible materials in manufacture to more general models on partnership, relationship, networks, value creation and value constellation. However, the nature of supply chain that involves many players to serve customer suggests that a supply chain should have a strong service-oriented foundation to make the supply chain as competitive advantage. In line with that, it is suggested that the emerging service dominant logic concept is suitable to be incorporated in supply chain management. Previous researches have provided the gap exists between supply chain and service-dominant logic on one hand and conceptual conformity between both concepts on the other hand. This research aims to provide a conceptual framework, which is proposed to examine a supply chain system in service dominant logic perspective to improve its performance.

This study examined how apology as interaction justice impacts on consumer perceptions of service recovery attempt. Data was collected using hypothetical scenarios. Two types of service failures were proposed and the impact of recovery action on each failure type was compared. Findings include that there is direct effect of recovery action on consumer future intentions in both type of failures. Implications and direction to the future research were proposed.

Purpose-The purpose of this paper is to extend thinking on service recovery processes and satisfaction with service recovery, using multi-dimensional consumer outcomes. The objective of the work was to propose that satisfaction with service recovery should be based on customers' expectations of the recovery encounter, which would be shaped by their expectations of "non-failed" encounters. Design/methodology/approach-The paper adopts a theoretical approach. Using the existing service recovery literature as well as the traditional services literature, the conceptual framework and associated research propositions are developed. Findings-The proposed framework suggests that service recovery is a service encounter it its own right. The effectiveness of recovery encounters will be based on how encounters operate relative to customer expectations and experiences with regard to the recovery activity. Research limitations/implications-The research propositions and proposed framework need further empirical investigation. Practical implications-The proposed framework suggests that managing service recovery should be undertaken in a similar fashion to managing any service, and thus managers need to understand customers' recovery expectations. Organisations also need to consider how a recovery action impacts on a range of customer outcomes, as focusing on one aspect will not capture consumers' full set of behaviours. Originality/value-The proposed model identifies that service recovery should be evaluated with regard to consumers' recovery expectations and satisfaction is not based on expectations with regard to non-failed encounters.

The purpose of this research is to determine the impact of CRM on innovative capabilities where the comparative study has been conducted between the services and manufacturing industries in Pakistan. For this purpose, the factors affecting CRM include information sharing, customer involvement, long-term partnership, joint problem solving, and technology based CRM while for measuring the innovative capabilities, product innovation, process innovation, and service innovation has been used. The data collected from 60 employees working in different service and manufacturing firms in Karachi. The results show that there is a significant impact on customer involvement, joint problem solving and technology based CRM on innovation capabilities of firms. It is suggested to refrain from customer involvement because it is observed that involving the customers negatively influences the innovation capabilities of manufacturing industry and thus, it has been recommended for companies to abstain f...

Starting from the first industrial applications in the Sixties, the importance of logistics has grown over time following the changes in market requirements and the technological and organisational transformations carried out by companies. In order to gain competitive advantage in today's dynamic global marketplace a proper management of logistic resources is required and for this purpose it is essential that suitable performance measures are monitored. Since organisations are now starting to view themselves no more as stand-alone businesses, but as links in a supply chain, an important issue is analysing how performance spreads throughout this chain, from raw material suppliers as far as end customers. Moreover, for a complete evaluation of logistic service both operational and economic/financial indicators should be used. These last, however, descend from technical metrics, since every operational element causes an expense. Thus, in order that a company might balance costs and quality, economic and financial measures should be univocally referred to operational ones, so that each supply chain activity has a correspondence with an economic/financial item. In the paper a model for the evaluation of logistic performance within a company is presented. With the aim of transforming it in a supply chain oriented framework, the tool of System Dynamics (SD) is explored and a case study is described. The application of SD to connect operational and economic/financial measures is also proposed. The present paper falls within the authors' research project about supply chain performance measurement with the use of System Dynamics.

Innovation and differentiation are imperative for companies to sustain competition. Innovation and differentiation are possible more in services than in physical products. It is difficult to imitate differentiation incorporated in services. The study discusses the various marketing strategies adopted by service companies and the roles played by service profit chain. Service companies adopt different initiatives to achieve excellence. These include a strategic orientation, commitment from the top management, maintaining high standards, having profit tiers, monitoring service performance, and prompt action on customer complaints. The study discusses differentiation of services, management of service quality, and management of service productivity. The study analyzes the strategies taken by service companies to achieve excellence. Proper implementation and execution of strategies provide a direction for service companies to excel, delight their customers, and develop long-term customer relationships.

Since the early 1990s, various authors have been enlarged their considerations about logistics and supply chain management. What can be observed in the existing literature-although its widespread theory about performance measurement and cost management-is a lack of a structured method to proceed a practical implementation of performance evaluation systems using a business logistics approach. This paper intends to present results of a doctoral research developed to design a logistics performance evaluation system, which was built using processes-based management concepts to synchronize logistics measures with corporate strategy, focusing on key performance measures. As a research project outcome, different tools like network modelling, balanced scorecard and activity-based costing were integrated in a system designed for decision-making on logistical management.

Service quality in a construction technology laboratory can result in an improvement in construction companies' competitiveness. This research aims to evaluate the service quality provided by a construction technology laboratory, specifically in the segment of performing testing through the rupturing of concrete samples. For this research, a survey was conducted using a structured questionnaire that was created based on a literature review regarding the surveying of laboratory customers at a university in the south of Brazil. Our research was both exploratory and quantitative, and the data were analyzed by applying multivariate data analysis. The conclusions of this study show that the dimensions of quality services are: communication, reliability, responsiveness, credibility, and tangibility. These five dimensions together provide a high explained variance standard of 79.75%. Having a suitable number of attendants available to serve customers and presenting agility in the construction laboratory is one of the managerial research contributions. Moreover, through information availability, this research generates greater traceability that can be used both by customers and by institutional management. Constantly and thoroughly monitoring the customer service cycle is another relevant factor that can improve the quality of the services provided.

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The purpose of this work is to elucidate how service recovery and perceived justice are related, and explores the modulation effect of involvement level and subculture in this relationship. Samples were collected using the questionnaire, which had been assessed the quality of our measurement efforts by investigating reliability and validity. Under high involvement level, perceived justice is found to be affected mainly by atonement and empowerment, whereas communication, feedback, explanation and tangibles influence perceived justice under low involvement level. Moreover, under city subculture, perceived justice is found to be affected mainly by communication, feedback, explanation and empowerment. Furthermore, under country subculture, perceived justice is found to be affected mainly by atonement and tangibles. Finally, for three dimensions of perceived justice, under high involvement level, distributive justice is found to be affected by service recovery, whereas service recovery influence interactive justice under low involvement. Under city subculture, processing justice is found to be affected by service recovery, whereas service recovery influence distributive justice. For future

This study aimed to determine the significant relationship between service quality and customer engagement in Kaputian Beach Park. Convenience sampling, which included 70 customers, was used. Through non-experimental quantitative descriptive-correlational research technique, validated questionnaire, Mean, Pearson-Product Moment Correlation Coefficient (Pearson-r) and Multiple Linear Regression; results showed that the level of service quality was high or oftentimes manifested. It was also found that the level of customer engagement was high or oftentimes manifested. There was a significant relationship between service quality and customer engagement. This implies that customers are more likely to engage with the business when the service quality is high. This could mean more frequent interactions, longer sessions, higher satisfaction rates, increased loyalty, and more purchases. Accordingly, empathy best influences customer engagement. It was recommended that the beach resort management may continue to prioritize and enhance the quality of service, with a particular focus on demonstrating empathy. This could involve training staff to understand better and anticipate customer needs, personalizing services where possible, and creating an environment where customers feel valued and understood.

The developments in customer retention and the inevitability of service failures precipitate a creative culture of learning from mistakes and of introducing future service innovations. Therefore, this study seeks to validate and cross-validate the causal relationships between four dimensions of service recovery and post-complaint behaviour under the moderating influence of technical efficiency. Survey data were drawn from teachers of Federal Government Colleges (295) and senior officers (134) of telecommunications firms in the south-eastern zone, where GSM and at least one CDMA firm have network coverage. The data collection instruments were validated using Cronbach test, whereupon all variables surpassed 0.7. Analysis involved ANOVA, Pearson’s product moment correlation coefficient, multiple regressions, and partial correlations. All the dimensions of service recovery studied were critical at p<0.05 (two-tailed) in predicting post-complaint behaviour (see H1-H4). Specifically, a...

This paper examines word-of-mouth publicity as an outcome of consumer perception of equitable recovery programs. Survey data were drawn from 317 teachers of Federal Government Colleges and 79 executives of mobile telephone firms in the southeastern and south-south zones; this sample came from locations where Global Systems for Mobile Communications and Code Data Multiple Access networks have interface. Using the partial least square to analyze the data, the path coefficients with their respective t-values greater than 1.96 confirm that the justice dimensions have statistically significant relationship with word-of-mouth. Thus, the manipulation of justice dimensions in the events of service failure affects customers' advocacy behavior. The study recommends proactive and relational approaches in dealing with customer issues as well as fair and equitable recovery and complaint handling programs to suit the needs of the complainants, get them satisfied, and to cause them to progress in the loyalty ladder.

Les systemes de question-reponse developpes actuellement adoptent pour la plupart et a peu de chose pres le meme type d'architecture que l'on peut schematiser en trois modules : l'analyse de la question, la selection des documents, l'extraction de la reponse. Mais ce en quoi ils different, ce sont les outils (moteur d'indexation, analyseurs...) et les bases de connaissances qu'ils utilisent. Pour chacun de ces systemes, il est donc important d'evaluer l'apport de ces outils ou bases de connaissances. Dans le cadre de la campagne Equer (campagne d'evaluation des systemes de question-reponse pour le francais), notre systeme FRASQUES a produit deux jeux de resultats : l'un utilise des synonymes dans les bi-termes, l'autre pour les mono-termes aussi. La comparaison de ces deux tests et l'etude d'un corpus plus large, en francais et en anglais, permet de mesurer l'apport de ces connaissances semantiques.

Purpose—The aim of the study was to visualize the impacts of the service quality dimensions under the SERVQUAL model regarding the relationship quality and behavioral intentions of consumers in the retail banking services of Bangladesh. Design/Methodology/Approach—In this study, a structured questionnaire was used to conduct a survey, and 234 valid data samples were collected for the quantitative analysis. The measurement and structural models were used to explore the hypothesized connections among variables using the structural equation modeling (SEM) approach. Findings—The empirical results of this research indicated that SERVQUAL dimensions (tangibles, reliability, empathy, assurance, and responsiveness) seemed to be highly valued for measuring service quality. The service quality influences the quality of relationships and behavioral intentions. The relationship quality has a significantly positive impact on behavioral intentions and a mediation effect on service quality and beh...

In the last two decades, relationship marketing has been a topic of interest for practitioners and researchers who analyze this area. During this period, the development of sustainable business relations represented a strategic priority. From this perspective, relationship marketing is a tool for managers who need to create new organizational structures. The implementing of relationship marketing activities is performed both inside and outside the organization. This article presents the evolution of the concept of relationship marketing in marketing theory and practice from the perspective of intensification of relations between clients and businesses and thus the requirements imposed by the new business environment.

This chapter examines how e-CRM has affected both organizational and individual behavior in a leading Canadian bank. The innovative and customer-driven culture of this bank pushed it toward early adoption of e-CRM technology. The findings emphasize the role played by many strategic and organizational dimensions in the success of e-CRM implementation. In fact, to make e-CRM efforts pay off, new business processes are required to achieve more effective and closer interactions with customers. The shift toward customer orientation needs to be supported by a shift in organizational objectives and processes. The results indicate that employees' individual behavior successfully changed from a

is already turning our world upside down, taking over much of thinking and decision making that used to be the privilege of humans. And you ain't seen nothing yet. Don't be scared! Business professors Rust and Huang are the perfect guides who lead you through the uncharted territory of this enormous transformation. Their conclusion? The outcome will be a 'Feeling Economy' that provides new opportunities for everybody who acts on one simple fact: in the future AI will do the thinking, and humans will do the feeling. This extraordinary book provides you with the insights and skills to stay ahead in the Feeling Economy rather than be left behind."-Bernd Schmitt, Robert D. Calkins Professor of International Business, Columbia University "This book is an easy to read and fast-paced book that provides a framework for thinking about how AI will change not only the economy, but everyday life. They describe how the advance of AI capabilities is changing jobs, education, politics, governance and ethics. Rust and Huang are leading business scholars, so they also provide a roadmap for the managerial implications of AI. They have packaged timely and accessible information, and then seasoned it all with just the right amount of provocative opinions, intended to get the reader thinking in a new way about their hopes, dreams and fears about our future with AI.

This study examines the effects of both corporate reputation and negative emotions after failure (annoyance and irritation) on two voice-complaint behaviors, namely, direct firm and third-party complaints. Survey data were collected from 366 customers who experienced a banking service failure and complained. The research model was tested with Partial Least Square SEM using SmartPLS. The results showed that perceived corporate reputation has a greater impact than negative emotions on direct firm complaints, whereas negative emotions lead bank customers to 3rd parties. The relationship between corporate reputation and 3rd party complaints was fully mediated by the intensity of negative emotions. The study offers broader thinking on customer complaint behavior experience choices by proposing the notion that underlying antecedents of customers' different voice complaint behaviors may come from different sources, such as a bank's reputation appears to be judged by customers' experience or the intensity of the negative emotion after a failure. This study also contributes to the existing literature by examining the joint effects of firm reputation and negative emotions on complaint behavior in emerging markets.

Purpose: The purpose of this article is to investigate whether management and employees in academic libraries involve users in library service innovations and what are these user roles. • Design/methodology/approach: The paper first conducts a literature review focusing on innovation, new product development, new service development and library science with specific focus on users and management. Subsequently the research uses a case study approach to investigate management and customer involvement in a Danish academic library. • Findings: Results from the case study show that academic libraries are making some attempts to draw on customers in service innovations and not only rely on management and employees. The main conclusion is that there are unexplored possibilities for customer involvement in library service innovations. • Research limitations/implications: One limitation relates to the difficulty of generalization of the findings to other Danish libraries and especially other national contexts. The other one relates to the preponderance of the literature from sources outside the field of library management and library science. Therefore, library managers might have to be cautious in using the results of this study. • Practical implications: This paper has practical implications for library managers, employees, library science and innovation researchers alike. • Originality/value: This article is original because it generates new insights into management and especially customer involvement in academic library service innovations on the base of an in depth case study of Danish academic library Research paper