Why Customer Service Frustrates Consumers: Exploiting Hassle Costs by a Tiered Customer Service Organization

2016 ◽  
Author(s):  
Anthony J. Dukes ◽  
Yi Zhu
Keyword(s):  
Customer Service ◽  
Service Organization

Customer focus in the development strategy of banking services

Auditor ◽  
2015 ◽  
Vol 1 (9) ◽  
pp. 54-59
Author(s):  
Лосева ◽  
N. Loseva ◽  
Козлов ◽  
A. Kozlov
Keyword(s):  
Development Strategy ◽  
Customer Service ◽  
Price Competition ◽  
Full Range ◽  
Service Organization ◽  
Credit Institution ◽  
Banking Services ◽  
The Development Strategy ◽  
Main Activity ◽  
Oriented Approach

The article examines the client-oriented approach in the development strategy of banking services. Customer focus in banking based on price competition and is one of the criteria for the competitive position of the credit institution. The main activity of the bank is a customer service organization providing a full range of services designed to meet the needs of the client.

Robots on Blockchain: Emergence of Robotic Service Organizations

2020 ◽  
Vol 4 (1) ◽  
pp. 9-20 ◽  
Author(s):  
Nobuyuki Fukawa
Keyword(s):  
Customer Service ◽  
Service Providers ◽  
Service Organizations ◽  
Service Organization ◽  
Theoretical Research ◽  
Service Economy ◽  
Technological Environment ◽  
Blockchain Technology ◽  
The Impact ◽  
Service Experiences

Radical changes in the technological environment have been forcing service providers to consider whether, if so, how to automate any aspects of their services with robots and other emerging technologies. Some service providers have been adopting robotic service assistants, and even creating organizations partially or fully automated by robots. However, some service providers have not been able to fully take advantage of RSAs’ benefits in a way that enhances customer service experiences. We review those challenges of RSAs and discuss the potential application of blockchain technology in governing a robotic service organization, the concept we propose in this study. Drawing on transaction cost theory and resource-based theory, we discuss theoretical implications of the impact of blockchain technology on the governance of a robotic service organization. Our study represents one of the first theoretical research to evaluate the impact of blockchain technology in a robotic service economy.

"Service With a Smile, Regardless": Emotions and Customer Service Work

2006 ◽  
Author(s):  
Steffanie L. Wilk ◽  
Nancy P. Rothbard ◽  
Theresa M. Glomb
Keyword(s):  
Customer Service ◽  
Service Work
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