Search results for "Customer service"
showing 3 items of 13 documents
Intercultural customer service encounters : a behavioral study of satisfactory and unsatisfactory service outcomes
2012
Ulkomaalaistaustaisten asukkaiden ja turistien määrä Suomessa on kasvanut huomattavasti viime vuosien aikana. Yritysten resurssien ohjaaminen tämän alati kasvavan ja ostovoimaisen asiakaskunnan tarpeiden huomioimiseen voisi edistää asiakaspalvelualan yritysten liiketoimintaa. Tällä hetkellä on kuitenkin epäselvää miten hyvin ulkomaalaisten asiakkaiden erityistarpeet on huomioitu suomalaisessa asiakaspalvelussa. Tutkimuksen tavoitteena oli tutkia asiakastyytyväisyyttä kulttuurienvälisissä asiakaspalvelutilanteissa Suomessa. Kvalitatiivinen tutkimus suoritettiin puoli-strukturoitujen teemahaastatteluiden avulla ja haastateltaviksi valittiin joukko ulkomaalaisia vaihto- ja tutkinto-opiskelijoi…
STANDARDS OF CUSTOMER SERVICE IN SUPPLY CHAIN - CASE STUDY
2017
The article is devoted to customer service in the supply chain. Dynamic changing market conditions and trends in supply chains force the improvement of customer service. The first part presents the definition of customer service and supply chain. The article presents selected standards of customer service on the example of the automotive industry. The essence of customer service manufacturer of automotive components is the need to fulfill the requirements of car manufacturers. The main factors of customer service in this company are such elements as; time, reliability, communication, convenience. The aim of this article is to present the elements of customer service for example automotive c…
Identifying Critical Determinants of ‘Digital Customer Services’ Usage – An Exploratory Study
2019
Digital technology has reinvented retail business as well as commerce. This study aims to examine consumers’ perception and usage of digital customer services (DCS) and investigate three significant post-adoption and marketing consequences: simplicity, awareness, and usefulness. Using a purposeful sampling technique, 10 semi-structured, in-depth interviews were conducted with banking customers in Finland in January 2019. The research findings suggest that simplicity regarding DCS occupies a key position in their prolonged use, while awareness and usability are also important. This study offers some valuable theoretical and managerial implications and suggests an agenda for future research. …