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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: 1427 )
The Determinants of Customer Satisfaction - by Journal of Marketing Research
Compares two different kinds of products to find out what determines customer satisfaction levels. It's an older piece of research, but it does show that different products/services are treated differently by customers (Added: 15-Jul-2011 Hits: 49 )
Lessons from the recession: Where customer service and support investments yield higher returns for communications and high-tech companies - by Leon Paternoster
2010 research conducted by Accenture into the effect of customer experience investment in communications and high-tech (CHT) companies.""The research concludes that vendors and customers agree that spending has been cut in this area. However, while vendors believe their actions have improved customer experience, customers disagree. (Added: 6-Sep-2010 Hits: 195 )
What is the True Value of a Lost Customer? - by John Hogan
Customer profitability models have evolved into an important strategic tool for marketers in recent years. The authors show that conventional models may be inappropriate for markets involving new products or services because they fail to account for the social effects (e.g., word-of-mouth and imitation) that can influence future customer acquisitions. Incorporating these social effects, they show how the value of a lost customer depends on (a) whether the customer defects to a competing firm or disadopts the technology altogether and (b) when the customer disadopts the technology - distinctions often overlooked in customer profitability models. Using Monte-Carlo simulations and empirical data from the online banking industry, it is shown that the financial impact of disadoptions can be substantial. The results demonstrate that firms suffer financial losses not only when their own customers disadopt a new service or product, but also when their competitors' customers disadopt. By incorporating the effect of competitors' disadopters into the customer profitability model, the authors identify a heretofore unrecognized link between a firm's ... (Added: 13-Jul-2011 Hits: 34 )
Linking Organizational Characteristics to Employee Attitudes and Behavior – A Look at the Downstream Effects on Market Response an Financ - by Northwestern University
A set of organizational surveys was designed to focus on linking "internal performance strategies to market and financial outcomes. "In particular, our goal is to understand the organizational "characteristics that best engender the necessary employee attitudes "and behaviors to drive an organization’s market and financial "success. "Focusing on non-customer contact employees, the study sought to "understand the organizational drivers of employee satisfaction and "employee engagement (the degree of employee motivation and "sense of inspiration, personal involvement, and supportiveness), and "the downstream effects of these employee attitudes on customers "and financial performance. Data was obtained from a stratified "random sample of 100 organizations in the U.S. media industry, "specifically investigating the following organizational characteristics: "• Organizational Culture "• Organizational Climate "• Human Resource Systems "• Market Characteristics (Added: 18-Jul-2011 Hits: 20 )
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Christmas is Coming. Do You Know How To Deal With the Hot, Frustrated, Irate Customers?
If It Wasn't For The Customers I'd Really Like This Job: Stop Angry, Hostile Customers COLD While Remaining Professional, Stress Free, Efficient, and Cool As A Cucumber.
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Lisa S. In California: Anyone who serves the public should have this book. It gives advice for everyone from the order taker at the fast food restaurant to higher level management. It also gives different techniques for different situations (ie retail store, office, call center etc.) I have only had this book for a few weeks and already I have improved my customer service skills. It's a wonderful tool.