Service and Moments of Truth

2014 ◽  
pp. 40-53
Keyword(s):  
Moments Of Truth

Customer Experience: Extracting Topics From Tweets

2021 ◽  
pp. 147078532110475
Author(s):  
Manit Mishra
Keyword(s):  
Social Media ◽  
Customer Service ◽  
Latent Dirichlet Allocation ◽  
Online Shopping ◽  
Customer Experience ◽  
Process Failure ◽  
Shopping Experience ◽  
Social Media Platforms ◽  
Media Platform ◽  
Moments Of Truth

The ubiquity of social media platforms facilitates free flow of online chatter related to customer experience. Twitter is a prominent social media platform for sharing experiences, and e-retail firms are rapidly emerging as the preferred shopping destination. This study explores customers’ online shopping experience tweets. Customers tweet about their online shopping experience based on moments of truth shaped by encounters across different touchpoints. We aggregate 25,173 such tweets related to six e-retailers tweeted over a 5-year period. Grounded on agency theory, we extract the topics underlying these customer experience tweets using unsupervised latent Dirichlet allocation. The output reveals five topics which manifest into customer experience tweets related to online shopping—ordering, customer service interaction, entertainment, service outcome failure, and service process failure. Topics extracted are validated through inter-rater agreement with human experts. The study, thus, derives topics from tweets about e-retail customer experience and thereby facilitates prioritization of decision-making pertaining to critical service encounter touchpoints.

scholarly journals Consumer Moments of Truth In the Digital Context

2014 ◽  
Vol 54 (2) ◽  
pp. 200-204 ◽  
Author(s):  
Gillian Moran ◽  
Laurent Muzellec ◽  
Eoghan Nolan
Keyword(s):  
Moments Of Truth

scholarly journals PERAN KOMUNIKASI PPID PROPINSI BANTEN DALAM PELAYANAN INFORMASI PUBLIK

2020 ◽  
Vol 8 (2) ◽  
pp. 117-124
Author(s):  
Hilman Hilman
Keyword(s):  
Moments Of Truth

Cangara, Hafid, 2009. Pengantar Ilmu Komunikasi. Jakarta: PT. Raja Grafindo PersadaEfendy, Omong Uchjana, 2004. Dinamika Komunikasi. Bandung: PT. Remaja Rosda KaryaDwiyanto, Agus, 2010, Reformasi Birokrasi Publik di Indonesia, Yogyakarta : Gajahmada university pressGronroos, Christian, 1990. Servis management and marketing: managing the moments of truth in servis competition, Singapore: Maxwell MacmillianM.A.K Halliday dan Ruqaya hasan. Bahasa konteks dan Teks. Terjemahaan oleh Asruddin Barori Tou. Yogyakarta:  Gajahmada Press. 1994Mahmudi, 2007, Manajemen Kinerja Sektor Publik, Yogyakarta : UPP STIM YKPNUndang-undang nomor: 14 tahun 2008 tentang Keterbukaan informasi PublikUndang-undang nomor: 23 tahun 2000 tentang Pembentukan Propinsi BantenUndang-undang nomr 25 tahun 2009 tentang pelayanan publikPERKI nomor: 1 tahun 2010 tentang Standar Layanan informasi PublikPERKI nomor: 5 tahun 2016 tentang Metode dan teknik evaluasi keterbukaan informasi badan publik.PERMENDAGRI nomor: 3 tahun 2017 tentang Pedoman pengelolaan pelayanan informasi dan dokumentasi dilingkungan Kementerian Dalam negeri dan Pemerintah daerahKeputusan Gubernur nomor : 499.05/kep.216-Huk/2013 tentang Perubahan keputusan Gubernur Banten nomor : 499.05/kep.673-Huk/2011 tentang Pejabat Pengelola Informasi dan Dokumentasi dilingkungan Propinsi Banten

Organizational Innovation beyond Technology

2015 ◽  
pp. 416-435 ◽  
Author(s):  
M. Isabel Sánchez-Hernández
Keyword(s):  
Organizational Innovation ◽  
Empirical Evaluation ◽  
Internal Marketing ◽  
Internal Market ◽  
Future Research ◽  
Business Services ◽  
History Of ◽  
Future Research Directions ◽  
Knowledge Intensive ◽  
Moments Of Truth

This chapter illustrates internal market orientation's philosophy (IMO) and the innovative Internal Marketing practices in competitive firms. The chapter begins with an explanation of the field of innovation in services going beyond technology to IMO research topics. A brief history of Internal Marketing (IM) and main literature contributions are provided. After that, the focus turns to the empirical evaluation of IMO's dimensions. The analysis is undertaken with data from a survey in Spanish and Portuguese knowledge intensive business services (KIBs). An exploratory factor analysis was performed and eight factors have been extracted from the data set via principal components analysis: Efforts to create a good place to work, Focus on competencies, Dissemination, Awareness of labour market conditions, Focus on individual training and development, Feed-Back communication, Managing the moments of truth, and Internal market research. The chapter concludes with some reflections and suggestions for managers and future research directions are also highlighted.

Pitigliano, Maryland? Travelling Memories and Moments of Truth

2020 ◽  
pp. 227-252
Author(s):  
Barbara Spadaro
Keyword(s):  
Knowledge Exchange ◽  
Italian School ◽  
The Mediterranean ◽  
Moments Of Truth

Pitigliano is the birthplace of Giannetto Paggi (1852–1916), a Jewish teacher who opened the first Italian school in Tripoli and was celebrated as ‘the pioneer of Italian civilization in Libya’ in the colonial and Fascist decades. The chapter considers the mobility of memory as a series of intersubjective and translational processes. It draws on Luisa Passerini’s concept of intersubjectivity, Naomi Leite’s ethnography of affinity and Francesco Ricatti’s ‘emotion of truth’ to engage with the processes of identification and knowledge exchange that emerged through the fieldwork. Spadaro explores the webs of imaginative and emotional interconnections linking her interviewees with the stories of Giannetto Paggi and Pitigliano, and, by extension, with narratives of Italianness and Jewishness across the Mediterranean and the Atlantic.

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