Emotional Satisfaction Of Customer Contacts

Author : Hüseyin Güngör
Publisher : Amsterdam University Press
Page : 192 pages
File Size : 48,6 Mb
Release : 2007-01-01
Category : Business & Economics
ISBN : 9789056294663

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Emotional Satisfaction of Customer Contacts by Hüseyin Güngör Pdf

For marketing and customer services researchers and professionals who are interested in customer contacts, customer satisfaction and loyalty issues. Contact centers are playing a pivotal role in customer services of the 21st century. Nevertheless, despite their growing importance and presence, contact centers are increasingly becoming the center for customer frustration, and frequently associated with negative comments in the media. Therefore, this research explores the Emotional, Cognitive, General, and Transactional dimensions of customer satisfaction and loyalty process in the customer contact environment. As customer contacts can be a source of negative emotions and it is desirable to increase positive emotions in the contact center environment, this research focuses on the emotional aspects of customer satisfaction and on the Emotional Satisfaction of Customer Contacts (ESCC) in particular. Taking the ESCC as a starting point, this research demonstrates that frontline employees are able to observe and register customer satisfaction during service encounters, and suggests that the ESCC information can be employed for recovering service failures, increasing sales productivity and organizational learning for more customer satisfaction and loyalty.

Author : Ioana Bucur-Teodorescu
Publisher : Springer Nature
Page : 247 pages
File Size : 41,9 Mb
Release : 2021-02-25
Category : Business & Economics
ISBN : 9783658329655

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The Impact of the Digital Consumer's Emotional Intelligence in Relation to the Moral Values Promoted in E-Business by Ioana Bucur-Teodorescu Pdf

The study on the impact of the digital consumer's emotional intelligence based on the moral values promoted in e-business presents an actual interdisciplinary topic in the context of the digital age. The research proposes an original approach to e-business and digital consumer in terms of moral values and emotional intelligence. The Internet has positive effects on consumers and organizations when it is used properly to improve the quality of life. New consumers are more selective, receptive and interested in new technologies. Digital consumers have the opportunity to get informed quickly about products/services offers and e-business provides a simplified acquisition process through diversity and accessibility.

Author : Janelle Barlow,Dianna Maul
Publisher : Berrett-Koehler Publishers
Page : 305 pages
File Size : 40,5 Mb
Release : 2000-04-01
Category : Business & Economics
ISBN : 9781609943417

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Emotional Value by Janelle Barlow,Dianna Maul Pdf

Today's consumers demand not only services and products that are of the highest quality, but also positive, memorable experiences. This essential guide shows how organizations can leapfrog their competitors by learning how to add emotional value -the economic value of customers' feelings when they positively experience products and services -to their customers' experiences. Janelle Barlow and Dianna Maul, with more than forty years combined experience in the service industry, detail five practices for adding emotional value to customer and staff experiences.

Author : Catherine Prentice
Publisher : Springer Nature
Page : 180 pages
File Size : 47,6 Mb
Release : 2023-05-11
Category : Computers
ISBN : 9789819918652

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Leveraging Emotional and Artificial Intelligence for Organisational Performance by Catherine Prentice Pdf

This book takes a fresh stance and views EI and AI as services that are provided by service employees and machines as organisational offerings to customers. As emotional intelligence (EI) and artificial intelligence (AI) have been cited to have broad effects on individuals, businesses and beyond, this book is focused on the organisational context, specifically how they affect employees and customers from a marketing perspective. The stance in this book is consistent with the conceptualisation of a service. This book holds that intelligence in businesses must turn into organisational assets to manifest their values. Further, this book explores this service-dominant logic era, and compared to tangible products, service plays a key role in organisational performance and customer relationship with the organisation. Intelligence exhibited either by human or machine is not a tangible product, but can be utilised as a service to assist employees in performing tasks and delivering services as well as facilitating business transaction and customer experience. This book is structured as follows. Chapters 2 and 3 demystify emotional and artificial intelligence, from different perspectives, including conceptualisations, the history and evolution of the concepts, how they function and where they can apply to. These discussions help readers understand what exactly these two intelligences are. Chapters 4 and 5 analyse how emotional intelligence is related to employees and customers, respectively, with a focus on service organisations. Chapters 6–8 are dedicated to anatomising AI and how it is operationalised as a service to influence employees and customers. Specifically, viewing AI as a service, Chapter 6 examines the impact of AI service quality and how it is related to employee service quality. Chapter 7 analyses the influence of AI service quality on customers. Based on the discussion in Chapters 6 and 7, Chapter 8 is extended to develop a scale to measure such AI service, named AI service quality. The last three chapters of this book integrate EI and AI to analyse their respective impacts on employees and customers. Chapter 9 proposes EI as a moderator of AI, whereas Chapter 10 proposes AI as a moderator of EI. Chapter 11 employs service profit chain to integrate EI and AI in the chain relationship to understand their effects on both employees and customers. This chapter broadly covers the service industry with a focus on tourism and hospitality sector. The discussion on the impact of EI and AI is complemented with empirical studies conducted in tourism or hospitality context to address their effects in these sectors.

Author : Dorota Żołnierczyk-Zreda
Publisher : CRC Press
Page : 95 pages
File Size : 51,7 Mb
Release : 2020-08-11
Category : Medical
ISBN : 9781000092172

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Emotional Labor in Work with Patients and Clients by Dorota Żołnierczyk-Zreda Pdf

This book describes psychosocial working conditions that negatively impact the mental and physical well-being of employees of various “assistance-related” professional groups, as well as individuals whose work is related to contact with demanding clients. It offers concepts and research on the causes and effects of emotional burden (most often manifested as stress and burnout) when working with patients, children, and clients. The book provides a detailed analysis of various aspects of emotional burden at work. It includes a description of studies carried out in 5 different professional groups that were exposed to emotional burden during emotional work and emotional labour. The book discusses the application of known and international diagnostic methods and provides an intercultural comparison. The current diagnosis of stress and burnout, as well as physical and mental health of individuals performing emotional work will be covered, as well as offering practical solutions on assistance for individuals based on the diagnosis of their health. This book is for any professional or aspiring professional in the field, including postgraduate students. Scientists and practitioners in the field of work and health psychology, management, occupational health and safety, and HR will find this book of interest. Employers of assistance and services sectors, authorities formulating employment laws, lawyers, and occupational medicine physicians are also among this book’s top audience.

Author : Francis P. Noe,Muzaffer Uysal,Vincent P. Magnini
Publisher : Routledge
Page : 204 pages
File Size : 54,5 Mb
Release : 2010-10-04
Category : Business & Economics
ISBN : 9781136975981

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Tourist Customer Service Satisfaction by Francis P. Noe,Muzaffer Uysal,Vincent P. Magnini Pdf

Customer satisfaction and loyalty in the tourism sector is highly dependent upon the behaviours of front-line service providers. Service is about people, how they relate to one another, fulfill each other’s needs and ultimately care for each other. Yet surprisingly there are few or any books which focus on the detailed specifics of the social exchange and interaction between the service provider and customer. Tourist Customer Service Satisfaction fully explores this relationship by defining the specific kind of verbal and non-verbal messages needed for successful exchanges, outlining how the service provider ought to behave & cope in a situation as well as detailing positive approaches that enhance a service provider’s role performance. The book uses encounter theory to examine the customer – provider relationship as well as drawing on current research and theories from hospitality, tourism, management, psychology bodies of literature. In doing so the book offers important insight into how employee – centric competitive advantage in this sector can be achieved in various markets. This book is unique in its approach by focusing on the specifics of the social exchange and interaction between the service provider and customer. It therefore offers a novel synthesis of knowledge on service satisfaction in the tourism sector which will serve as valuable pedagogical and research reference for students and academics interested in hospitality and tourism.

Author : H. Naess
Publisher : Springer
Page : 260 pages
File Size : 42,6 Mb
Release : 2014-09-23
Category : Social Science
ISBN : 9781137405449

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A Sociology of the World Rally Championship by H. Naess Pdf

Drawing upon interviews with key people in the World Rally Championship as well as trans-local ethnographic research, this book explores questions of commerciality and sporting identity, tackling the sport's controversial handling of the shift into 'the commercial age'. It is essential reading on combining sporting heritage and commercial progress.

Author : Meinolf Dierkes,Ariane Berthoin Antal,John Child,Ikujiro Nonaka
Publisher : Oxford University Press, USA
Page : 1012 pages
File Size : 54,7 Mb
Release : 2003
Category : Business & Economics
ISBN : 0198295820

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Handbook of Organizational Learning and Knowledge by Meinolf Dierkes,Ariane Berthoin Antal,John Child,Ikujiro Nonaka Pdf

This is an overview of how the concept of organisational learning emerged, how it has been used and debated, and where it may be going.

Author : Garg, Ruchi,Chhikara, Ritu,Panda, Tapan Kumar,Kataria, Aarti
Publisher : IGI Global
Page : 366 pages
File Size : 46,6 Mb
Release : 2017-09-13
Category : Business & Economics
ISBN : 9781522529224

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Driving Customer Appeal Through the Use of Emotional Branding by Garg, Ruchi,Chhikara, Ritu,Panda, Tapan Kumar,Kataria, Aarti Pdf

The value of advertising has always been an effective way to increase consumerism among customers. Through the use of emotional branding, companies and organizations can now target new and old patrons while building a strong relationship with them at the same time, to ensure future sales. Driving Customer Appeal Through the Use of Emotional Branding is a critical scholarly resource that examines the responses consumers have to differing advertising strategies, and how these reactions impact sales. Featuring relevant topics such as multisensory experiences, customer experience management, brand hate, and product innovation, this publication is ideal for CEOs, business managers, academicians, students, and researchers that are interested in discovering more effective and efficient methods for driving business.

Author : Joseph R. Matthews
Publisher : Bloomsbury Publishing USA
Page : 481 pages
File Size : 53,6 Mb
Release : 2017-10-27
Category : Language Arts & Disciplines
ISBN : 9781440855375

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The Evaluation and Measurement of Library Services by Joseph R. Matthews Pdf

This guide provides library directors, managers, and administrators in all types of libraries with complete and up-to-date instructions on how to evaluate library services in order to improve them. It's a fact: today's libraries must evaluate their services in order to find ways to better serve patrons and prove their value to their communities. In this greatly updated and expanded edition of Matthews' seminal text, you'll discover a breadth of tools that can be used to evaluate any library service, including newer tools designed to measure customer and patron outcomes. The book offers practical advice backed by solid research on virtually every aspect of evaluation, including quantitative and qualitative tools, data analysis, and specific recommendations for measuring individual services, such as technical services and reference and interlibrary loan. New chapters give readers effective ways to evaluate critical aspects of their libraries such as automated systems, physical space, staff, performance management frameworks, eBooks, social media, and information literacy. The author explains how broader and more robust adoption of evaluation techniques will help library managers combine traditional internal measurements, such as circulation and reference transactions, with more customer-centric metrics that reflect how well patrons feel they are served and how satisfied they are with the library. By applying this comprehensive strategy, readers will gain the ability to form a truer picture of their library's value to its stakeholders and patrons.

Author : Steven Van Belleghem
Publisher : Kogan Page Publishers
Page : 208 pages
File Size : 50,8 Mb
Release : 2015-04-03
Category : Business & Economics
ISBN : 9780749473242

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When Digital Becomes Human by Steven Van Belleghem Pdf

WINNER: CMI Management Book of the Year Awards 2016 - Commuter's Read Category In an age when customers have access to vast amounts of data about a company, its product and its competitors, customer experience becomes increasingly important as a sustainable source of competitive advantage. But success doesn't just rely on digital engagement and excellence, but also on combining a digital-first attitude with a human touch. In When Digital Becomes Human, Steven Van Belleghem explores and explains the new digital relationships. Packed with global examples from organizations that have successfully transformed their customer relationships, such as Amazon, Toyota, ING, Coolblue, Nike and Starbucks, When Digital Becomes Human presents a clear model that companies can easily implement to integrate an emotional layer into their digital strategy. This guide to combining two of a business's most important assets - its people and its digital strengths - covers the latest issues in digital marketing and customer experience management, including omnichannel and multichannel experiences, big data and predictive analytics, privacy concerns, customer collaboration (ie crowdsourcing) and more.

Author : Jungkun Park,Weon Sang Yoo,Ki-Joon Back
Publisher : Frontiers Media SA
Page : 136 pages
File Size : 55,5 Mb
Release : 2019-12-24
Category : Electronic
ISBN : 9782889632596

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Analysing Emotional Labor in the Service Industries: Consumer and Business Perspectives by Jungkun Park,Weon Sang Yoo,Ki-Joon Back Pdf

Author : Matthias Rauterberg
Publisher : Springer
Page : 617 pages
File Size : 42,7 Mb
Release : 2004-08-04
Category : Computers
ISBN : 9783540286431

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Entertainment Computing - ICEC 2004 by Matthias Rauterberg Pdf

The advancement of information and communication technologies (ICT) has enabled broad use of ICT and facilitated the use of ICT in the private and personal domain. ICT-related industries are directing their business targets to home applications. Among these applications, entertainment will differentiate ICT applications in the private and personal market from the of?ce. Comprehensive research and development on ICT - plications for entertainment will be different for the promotion of ICT use in the home and other places for leisure. So far engineering research and development on enterta- ment has never been really established in the academic communities. On the other hand entertainment-related industries such as the video and computer game industries have been growing rapidly in the last 10 years, and today the entertainment computing bu- ness outperforms the turnover of the movie industry. Entertainment robots are drawing theattentionofyoungpeople. TheeventcalledRoboCuphasbeenincreasingthenumber of participants year by year. Entertainment technologies cover a broad range of pr- ucts and services: movies, music, TV (including upcoming interactive TV), VCR, VoD (including music on demand), computer games, game consoles, video arcades, g- bling machines, the Internet (e. g. , chat rooms, board and card games, MUD), intelligent toys, edutainment, simulations, sport, theme parks, virtual reality, and upcoming service robots. The?eldofentertainmentcomputingfocusesonusers’growinguseofentertainment technologies at work, in school and at home, and the impact of this technology on their behavior. Nearly every working and living place has computers, and over two-thirds of childreninindustrializedcountrieshavecomputersintheirhomesaswell.

Author : Francois Maon,Adam Lindgreen,Joelle Vanhamme,Robert J. Angell,Juliet Memery
Publisher : Routledge
Page : 248 pages
File Size : 41,7 Mb
Release : 2018-02-15
Category : Business & Economics
ISBN : 9781351998871

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Not All Claps and Cheers by Francois Maon,Adam Lindgreen,Joelle Vanhamme,Robert J. Angell,Juliet Memery Pdf

Scholars from various disciplines have studied humor since antiquity. Yet, over the centuries, these researchers have also struggled to conceptualize a viable, well-accepted notion of humor. Beyond pleasure and amusement, people use humor for a variety of social functions. On the one hand, humor can cause others to like the humorous source more, attract regard, ease conversations, promote expression and the exchange of ideas, introduce new topics of discussion, or smooth interactions. On the other hand, in aggressive forms, humor can halt verbal interactions, modify the usual rules of conversation, communicate critiques, or contribute to the creation of subversive environments. Not All Claps and Cheers: Humor in Business and Society Relationships is an original research anthology that considers different angles from which to address the use of humor by individuals, groups and business actors in their interactions within, around, and across organizations—that is, at the interfaces of business and society. Accordingly, the research anthology is organized in four sections—"Humor, Business and Society," "From Society to Business: Humor’s Use and Roles in Activist Movements," "From Business to Society: Humor’s Use and Roles in Marketing, Corporate Communications, and Public Relations," and "Society within Business: Humor’s Use and Roles in the Workplace and in Organizations." This ground-breaking research anthology draws on material from marketing, communications, human resources and stakeholder theory to throw light on this poorly understood facet of human business behavior.

Author : Prentice Catherine
Publisher : World Scientific
Page : 228 pages
File Size : 52,9 Mb
Release : 2019-06-06
Category : Business & Economics
ISBN : 9789811203565

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Emotionalintelligenceandmarketing by Prentice Catherine Pdf

This book discusses how businesses and marketers can deploy emotional intelligence as a marketing tool to co-produce service for enhancing customer experience and to co-create value for key stakeholders in the digitalised and service-dominant logic era. Whilst many competing emotional intelligence models are discussed in the literature, the current book will focus on the ability model. This model comprises 2 areas (experiential and strategic emotional intelligence) and four ability scopes (perceive emotions, use emotions, understand emotions and manage emotions). The marketing domains that are deemed relevant and included in this book are services marketing, relationship marketing and digital marketing. The relevant marketing models from these domains will be identified to be integrated with emotional intelligent strategies. Emotional Intelligence makes both employees and customers happy, committed and loyal. Emotional Intelligence makes businesses competitive and sustainable.