Search Results - subject_exact:"Customer service"

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

Nguyen, Ninh; Dang-Van, Thac; Greenland, Steven; … - 2025

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

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

Rahman, Md. Azizur; Akter, Salma; Ashrafi, Taj - 2025

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, … - 2025

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

Assessment of service quality of wholesale construction and finishing materials sales companies : case of Lithuania

Linkevič, Monika; Meidutė-Kavaliauskienė, Ieva - 2025

Customer service is one of the main factors influencing the success of a company's operations, as it directly determines customer satisfaction, loyalty and the company's image. High-quality service encourages customers to return and strengthens long-term cooperation. This article analyses...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015611281

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

Singh, Pragya; Singh, Vandana - 2024

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

When language matters

Packard, Grant; Li, Yang; Berger, Jonah - 2024

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 - 2024

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

Ongoing value co-creation amidst service encounter setbacks in the banking environment : a viewpoint and call to action

Van Tonder, Estelle - 2026

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015592804

Minority bureaucrats' networks and career progression : evidence from the Chinese Maritime Customs Service

Hu, Yan; Maurer, Stephan - 2026

Do minorities benefit from social networks? In this paper, we study this question using the historical example of China's first modern bureaucratic organization, the Chinese Maritime Customs Service. Drawing on newly digitized personnel records from 1876-1911, we first show that the Chinese...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015656274

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Minority bureaucrats' networks and career progression : evidence from the Chinese maritime customs service

Hu, Yan; Maurer, Stephan - 2025

Book / Working Paper

Minority bureaucrats' networks and career progression : evidence from the Chinese Maritime Customs Service

Hu, Yan; Maurer, Stephan - 2025

Book / Working Paper

A refined Kano model approach to sustainable last-mile convenience services and customer satisfaction

Gyenge, Balázs; Póka, Viktor; Mészáros, Kornélia - 2026

Background: Last-mile logistics is one of the most complex and cost-intensive segments of supply chains, particularly in densely populated urban environments where rising customer expectations, sustainability requirements, and operational constraints increasingly intersect. Despite growing...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015647685

Open voice or private message? : the hidden tug-of-war on social media customer service

He, Shu; Lee, Shun-Yang; Rui, Huaxia - 2026

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015556084

Organizational factors affecting successful implementation of chatbots for customer service

Zhang, Juliana J. Y.; Følstad, Asbjørn; Bjørkli, Cato A. - 2023

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

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

Ofori, Justice; Boateng, Frank; Atiku, Sulaiman Olusegun - 2023

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

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; … - 2023

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

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

Kim, Su Kyung; Zhan, Yujie - 2023

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

A bibliometric analysis of publications on customer service chatbots

Mariciuc, Dragoș Florentin - 2023

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 - 2023

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

The influence of chatbot humour on consumer evaluations of services

Shin, Hyunju; Bunosso, Isabella; Levine, Lindsay R. - 2023

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

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

Rahman, Md Azizur; Akter, Salma; Ashrafi, Taj - 2025

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

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

Zimbatu, Alexandra; Russell-Bennett, Rebekah - 2025

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

Emotional energy : when customer interactions energize service employees

Cayla, Julien; Auriacombe, Brigitte - 2025

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

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

Rana, Nripendra P.; Begum, Nusaiba; Faisal, Mohd. Nishat; … - 2025

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

Generative AI at work

Brynjolfsson, Erik; Li, Danielle; Raymond, Lindsey - 2025

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

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Generative AI at work

Brynjolfsson, Erik; Li, Danielle; Raymond, Lindsey R. - 2023

Book / Working Paper

Generative AI at Work

Brynjolfsson, Erik; Li, Danielle; Raymond, Lindsey R. - 2023

Book / Working Paper

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

Healy, Joshua; Pekarek, Andreas - 2025

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, … - 2025

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; … - 2025

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

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

Wang, Wenting; Hackett, Rick D.; Archer, Norman P.; Xu, … - 2025

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

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

Merdin-Uygur, Ezgi; Ozturkcan, Selcen - 2025

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

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; … - 2025

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

Mobile home delivery parcel lockers

Kötschau, Rico; Scherr, Ninja; Tilk, Christian; Ehmke, … - 2025

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

Modern customer service in selected shops : a comparative analysis

Masłowski, Dariusz; Salwin, Mariusz; Pallus-Fudali, Sandra - 2025

The growing role of technology in customer service is evident, particularly through solutions like self-service checkouts. These methods address evolving customer expectations and business needs. The aim of this study is to analyze modern in-store customer service methods and suggest...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015608110

Service robots and memorable customer experience : the influence of perceived anthropomorphism

Moliner-Tena, Miguel Ángel; Callarisa-Fiol, Luis José; … - 2025

The aim of this paper is to examine the influence of perceived anthropomorphism of service robots on the memorable customer experience (MCE) and the mediating role of HRI satisfaction. Two research questions and five hypotheses are proposed. An experiment has been designed in a natural...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015614118

Building trust in sustainable brands : revisiting perceived value, satisfaction, customer service, and brand image

Monfort, Abel; López, Belén; Sebastián-Morillas, Ana - 2025

This study revisits the key variables that build brand trust in consumers, addressing a critical issue for building lasting relationships between brands and consumers. Through a conceptual model, we examine how perceived value, satisfaction, customer service, and brand image influence consumer...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015588368

Digital service orientation : unlocking servitization in service operations and service sales

Sklyar, Alexey; Sörhammar, David; Kowalkowski, Christian; … - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015580750

Unlocking online product return behaviour : the influence of product attributes on customer interaction styles

Quang Huy Duong; Zhou, Li; Meng, Meng; Truong Van Nguyen - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015580752

Unpacking the link between customer mistreatment and hotel service employees' pro-environmental behavior : the moderating influence of trait self-control

Zhou, Shuai; Yi, Ni - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015607332

The role of AI-powered chatbots on improving customer experience in e-commerce : a case study of pharmaceutical organisations in Shanghai

Jing, Ziyi; Tachakorn Wongkumchai - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015632914

Product returns as a reflection of intergenerational differences : a comparison of Baby Boomers, Generation X, Millennials, and Generation Z

Lysenko-Ryba, Kateryna; Reveniuk, Marharyta; Kauf, Sabina - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015558331

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 - 2025

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

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. - 2025

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

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