Search Results - subject_exact:"Customer service"

The hidden keys to customers satisfaction in the booming cloud kitchen industry of Bangladesh

Rahman, Md Azizur; Akter, Salma; Ashrafi, Taj - In: Revista de métodos cuantitativos para la economía y … 39 (2025), pp. 1-23

Este estudio explora los factores más influyentes en la satisfacción del consumidor en el próspero negocio de la cocina en la nube en Bangladesh, teniendo en cuenta las percepciones cambiantes y los avances tecnológicos. Hemos analizado cómo afectan a la satisfacción en el mercado...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015438139

The robot–human paradox : a meta-analysis of customer service by robots versus humans on customer experience

Santini, Fernando de Oliveira; Lim, Weng Marc; Sampaio, … - In: Journal of consumer behaviour 24 (2025) 3, pp. 1392-1404

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015456473

Understanding the impact of store innovativeness on organic food purchase intention : a mediation and moderation analysis

Nguyen, Ninh; Dang-Van, Thac; Greenland, Steven; … - In: Journal of strategic marketing 33 (2025) 8, pp. 1078-1094

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015547133

When language matters

Packard, Grant; Li, Yang; Berger, Jonah - In: Journal of consumer research : JCR ; an … 51 (2024) 3, pp. 634-653

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015338600

More than a bot? : the impact of disclosing human involvement on customer interactions with hybrid service agents

Gnewuch, Ulrich; Morana, Stefan; Hinz, Oliver; Kellner, Ralf - In: Information systems research : ISR 35 (2024) 3, pp. 936-955

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015192713

The power of AI : enhancing customer loyalty through satisfaction and efficiency

Singh, Pragya; Singh, Vandana - In: Cogent business & management 11 (2024) 1, pp. 1-14

In the rapidly evolving landscape of customer service, integrating AI-powered solutionshas emerged as a game-changer. This study delves into the intricate dynamics of AI-Powered Customer Service and its profound impact on customer loyalty, specifically focusing on the mediating roles played by...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014526490

Organizational factors affecting successful implementation of chatbots for customer service

Zhang, Juliana J. Y.; Følstad, Asbjørn; Bjørkli, Cato A. - In: Journal of internet commerce 22 (2023) 1, pp. 122-156

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10013547781

An experimental study of how missing employee empathy in failed service interactions affects empathetic customers' ewom-giving behaviour

Abend, Neele Inken; Juan Vigaray, María D. de; … - In: Administrative Sciences : open access journal 13 (2023) 5, pp. 1-19

Empathy as an influencing factor of consumer behaviour has mostly been analysed from an empathetic employee's perspective. Empirical investigations into customer empathy in the context of failed service interactions are still scarce. This study investigates customer-employee reciprocity related...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014318720

Supply-side factors and uptake of insurance products among Ghanaian households

Ofori, Justice; Boateng, Frank; Atiku, Sulaiman Olusegun - In: Cogent business & management 10 (2023) 2, pp. 1-20

This study examines the influence of supply-side factors on uptake of insurance, as well the moderating effect of sales agent effectiveness on the interactions. A survey research design was adopted following a quantitative approach. The target population of this study comprised Ghanaian...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014504703

The influence of chatbot humour on consumer evaluations of services

Shin, Hyunju; Bunosso, Isabella; Levine, Lindsay R. - In: International journal of consumer studies 47 (2023) 2, pp. 545-562

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014250593

Breaking rules yet helpful for all : beneficial effects of pro-customer rule breaking on employee outcomes

Kim, Su Kyung; Zhan, Yujie - In: Journal of organizational behavior : OB ; the … 44 (2023) 5, pp. 739-759

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014337143

A bibliometric analysis of publications on customer service chatbots

Mariciuc, Dragoș Florentin - In: Management dynamics in the knowledge economy 11 (2023) 1/39, pp. 48-62

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014266003

The nexus between customer service platforms (SMS) and customer satisfaction in the retail clothing stores

Chiguvi, Douglas - In: International Journal of Research in Business and … 12 (2023) 1, pp. 14-21

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014281623

The hidden keys to customers satisfaction in the booming cloud kitchen industry of Bangladesh

Rahman, Md Azizur; Akter, Salma; Ashrafi, Taj - In: Revista de Métodos Cuantitativos para la Economía y … 39 (2025), pp. 1-23

This study explores the most influential factors of consumer satisfaction in the thriving cloud kitchen business in Bangladesh, considering changing perceptions and advancements in technology. We've looked at how these factors such as price, quality, delivery speed, customer service, and social...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015441399

Mobile home delivery parcel lockers

Kötschau, Rico; Scherr, Ninja; Tilk, Christian; Ehmke, … - In: Transportation research : an international journal 193 (2025), pp. 1-26

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015443482

Will AI-enabled conversational agents acting as digital employees enhance employee job identity?

Wang, Wenting; Hackett, Rick D.; Archer, Norman P.; Xu, … - In: Information & management : the international journal of … 62 (2025) 2, pp. 1-16

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015432528

Customer experiences with service robots in hotels : a review and research agenda

Rana, Nripendra P.; Begum, Nusaiba; Faisal, Mohd. Nishat; … - In: Journal of hospitality marketing & management 34 (2025) 2, pp. 145-174

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015189113

Beyond "Eat-Pray-Love" : designing transformative CX for self-discovery in extended service encounters

Zimbatu, Alexandra; Russell-Bennett, Rebekah - In: Journal of business research : JBR 186 (2025), pp. 1-13

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015158139

From cafés to clinics : consumer attitudes toward human-like and machine-like service robot failures

Merdin-Uygur, Ezgi; Ozturkcan, Selcen - In: International journal of hospitality management 131 (2025), pp. 1-4

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015434893

Emotional energy : when customer interactions energize service employees

Cayla, Julien; Auriacombe, Brigitte - In: Journal of marketing 89 (2025) 1, pp. 1-18

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015374132

The triangular relationship in platform gig work : consumers, platform beneficence and worker vulnerability

Healy, Joshua; Pekarek, Andreas - In: New technology, work and employment 40 (2025) 2, pp. 265-284

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015463275

Evaluating choice-based demand management strategies for day-to-day home delivery planning

Okazaki, Ryota; Oyama, Yuki; Imura, Naoto; Nishinari, … - In: Research in transportation economics 113 (2025), pp. 1-13

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015465817

Retouren im Online-Handel : Auswirkungen auf Verkehr und Abfall, mögliche Massnahmen zur Reduktion von Retouren

Kägi, Wolfram; Lobsiger, Michael; Wehrli, Damian; … - Schweiz / Staatssekretariat für Wirtschaft - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015471620

Striking the right balance : customising return policy leniency for managing customer online return proclivity and satisfaction

Quang Huy Duong; Zhou, Li; Meng, Meng; Le Thuy An Dang; … - In: Journal of retailing and consumer services 85 (2025), pp. 1-17

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015441880

Generative AI at work

Brynjolfsson, Erik; Li, Danielle; Raymond, Lindsey - In: The quarterly journal of economics 140 (2025) 2, pp. 889-942

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015359039

Examining the presence of customer service-based strategic clusters in online retailing and the impact of service features on conversion rates

Narayanaswamy, Ravi; Heiens, Richard A. - In: International journal of electronic marketing and … 16 (2025) 2, pp. 159-174

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015357957

Intertwining between online retailer's trustworthiness attributes and consumer's purchase intentions : a knowledge management perspective in response to COVID-19

Atlas, Fouzia; Khan, Kashif Ullah; Khan, Farhan - In: Knowledge and process management : the journal of … 32 (2025) 1, pp. 28-41

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015373796

Digital Business Transformation in Africa, Volume II : Digital Ecosystems, Consumer Experience, and Engagement

Anning-Dorson, Thomas - 2025

Chapter 1: Navigating the Digital Frontier: Africa’s Transformation in the Age of Innovation -- Chapter 2: Mobile Technologies Transforming Digital Ecosystems in Africa -- Chapter 3: Contextually Calibrated Framework for E-Commerce and Online Consumer Behavior in Africa -- Chapter 4: Beyond...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015492410

Algorithmic supervisor and employee performance

Gu, Wei; Li, Meng; Zhang, Shichen - In: Production and operations management : the flagship … 34 (2025) 10, pp. 3101-3118

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015484313

Information needs matrix as a tool for improvement of customer service process in a manufacturing company : a case study

Ciechomski, Wiesław J.; Strojny, Szymon - 2022

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10013532137

Standardisation of logistics customer service

Ciechomski, Wiesław J.; Strojny, Szymon - 2022

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10013532138

How Royal Caribbean navigates stormy seas : a customer value analysis

Weinstein, Art; Bishard, Autumn; Flack, Rebecca; … - In: Journal of creating value 8 (2022) 1, pp. 71-83

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014581000

Blame the bot : anthropomorphism and anger in customer-chatbot interactions

Crolic, Cammy; Thomaz, Felipe; Hadi, Rhonda; Stephen, … - In: Journal of marketing 86 (2022) 1, pp. 132-148

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10012794738

The power of AI: enhancing customer loyalty through satisfaction and efficiency

Singh, Pragya; Singh, Vandana - In: Cogent Business & Management 11 (2024) 1, pp. 1-14

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015457361

Co-creating customer experiences in service ecosystems : a study in a tourist destination

Monferrer Tirado, Diego; Moliner Tena, Miguel Angel; … - In: The journal of services marketing 38 (2024) 10, pp. 1-16

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015207222

The gloomy side of value co-creation for service employees

Terblanche, Nic S.; Babin, Barry J. - In: The journal of services marketing 38 (2024) 10, pp. 44-65

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015207225

Rapport with a chatbot? : the underlying role of anthropomorphism in socio-cognitive perceptions of rapport and e-word of mouth

Fatima, Johra Kayeser; Khan, Md Irfanuzzaman; … - In: Journal of retailing and consumer services 77 (2024), pp. 1-10

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014462371

Eliminating customer experience pain points in complex customer journeys through smart service solutions

Holz, Heiko F.; Becker, Marc; Blut, Markus; Paluch, Stefanie - In: Psychology & marketing 41 (2024) 3, pp. 592-609

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014467620

Service agent driven co-created caring in chat-based customer service encounters

Heinonen, Johanna; Sthapit, Erose - In: Services marketing quarterly 45 (2024) 1, pp. 1-24

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014513536

A taxonomy of administrative language in public service encounters

Eckhard, Steffen; Friedrich, Laurin; Hautli-Janisz, Annette - In: International public management journal 27 (2024) 1, pp. 60-75

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015050893

Artificial intelligence in service industries : customers' assessment of service production and resilient service operations

Mariani, Marcello M.; Borghi, Matteo - In: International journal of production research 62 (2024) 15, pp. 5400-5416

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015053696

The chatbot artificial intelligence as the alternative customer services strategic to improve the customer relationship management in real-time responses

Sofiyah, Fivi Rahmatus; Dilham, Ami; Hutagalung, Arif Qaedi - In: International journal of economics and business … 27 (2024) 5, pp. 45-58

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015063309

The faster, the better? : the impact of short delivery times on product returns in online retailing

Masuch, Simon; Landwehr, Jan Rüdiger; Flath, Christoph; … - In: Journal of retailing 100 (2024) 3, pp. 475-485

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015065367

Are humorous frontline employees hotels' secret weapons? : investigating when and why employee sense of humor promotes service performance

Liu, Xinyu; Wu, Long-Zeng; Ye, Yijiao; Kwan, Ho Kwong - In: International journal of hospitality management 118 (2024), pp. 1-10

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015069325

Ai-driven chatbots in CRM : economic and managerial implications across industries

Khneyzer, Chadi; Boustany, Zaher; Dagher, Jean - In: Administrative Sciences : open access journal 14 (2024) 8, pp. 1-16

In the era of digitization and technical breakthroughs, artificial intelligence (AI) has progressively found its way into the field of customer relationship management (CRM), bringing benefits as well as difficulties to businesses. AI, particularly in the context of CRM, employs machine learning...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015071505

Embracing digital companions : unveiling customer engagement with anthropomorphic AI service robots in cross-cultural context

Mehmood, Khalid; Kautish, Pradeep; Shah, Tejas R. - In: Journal of retailing and consumer services 79 (2024), pp. 1-17

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015098491

Impact of transformational leadership on service delivery behaviours of frontline service employees

Jauhari, Hemang; Kumar, Manish; Pandey, Jayesh - In: Journal of retailing and consumer services 79 (2024), pp. 1-15

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015098526

Optimizing service encounters through mascot-like robot with a politeness strategy

Zhang, Huixian; Song, Mengmeng - In: Journal of retailing and consumer services 79 (2024), pp. 1-15

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015100919

Exploring the relationship between chatbots, service failure recovery and customer loyalty : a frustration–aggression perspective

Ozuem, Wilson; Ranfagni, Silvia; Willis, Michelle; … - In: Psychology & marketing 41 (2024) 10, pp. 2253-2273

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015133743

"Do not be Deteriorated by service failures, Learn from them and start managing it" : conditions and mechanisms for managing online service failures

Manu C; Sreejesh, S. - In: Journal of retailing and consumer services 81 (2024), pp. 1-18

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015123434