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Tytuł:
Generative artificial intelligence as a new context for management theories: analysis of ChatGPT
Autorzy:
Korzynski, Pawel
Mazurek, Grzegorz
Altmann, Andreas
Eldys, Joanna
Kazlauskaite, Ruta
Paliszkiewicz, Joanna
Wach, Krzysztof
Ziemba, Ewa
Powiązania:
https://bibliotekanauki.pl/articles/40570877.pdf
Data publikacji:
2023-03-15
Wydawca:
Akademia Leona Koźmińskiego w Warszawie
Tematy:
Generative AI
ChatGPT
Management theories
Decision-making
Knowledge management
Customer service
Human resource management
Business administration
Opis:
Purpose – The primary purpose of this paper is to examine how generative Artificial Intelligence (AI) such as ChatGPT may serve as a new context for management theories and concepts. Design/methodology/approach – The paper presents the analyses of selected management theories on decision-making, knowledge management, customer service, human resource management and administrative tasks and explains what may change after generative AI adoption. Findings – The paper indicates that some management theories and concepts need to be studied in the generative AI environment that may influence managerial work at the strategic, functional and administrative levels. Research limitations/implications – This paper is an opinion piece article and does not refer to empirical data. It formulates some conclusions to further empirical research studies. Originality/value – The paper analyzes selected management theories in a new technological setting. The paper also provides information about the functions of generative AI that are useful in understanding and overcoming how new technology may change organizations and management.
Źródło:
Central European Management Journal; 2023, 31, 1; 3-13
2658-0845
2658-2430
Pojawia się w:
Central European Management Journal
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Mapping research on user-generated content in the service sector — a bibliometric analysis
Autorzy:
Wąsowicz-Zaborek, Elżbieta
Powiązania:
https://bibliotekanauki.pl/articles/11542305.pdf
Data publikacji:
2023-09-30
Wydawca:
Sieć Badawcza Łukasiewicz - Instytut Lotnictwa
Tematy:
UGC
user-generated content
customer behaviour research
service sector
literature review
Opis:
The Web 2.0 era and the following phases of web development bring new challenges to businesses, but also new opportunities to establish and maintain relationships with market participants, indulge in direct contact with customers and learn about their needs, emotions and opinions. The advancement of content creation and sharing technologies creates an opportunity to collect information from anyone with access to the Internet. User-generated content (UGC) information is increasingly supporting decision-making and analysis for various types of business, management or marketing activities. Such information is also increasingly used as a source of data in scientific research. The present study seeks to evaluate the relevance of UGC in scientific research and the scope and ways in which content created by Internet users can be used by researchers of phenomena existing in the service sector. To achieve this goal, a bibliometric literature review (quantitative analysis of publications, identification of research collaborators, co-author analysis, co-citation analysis and co-word analysis) was conducted covering articles between 2012 and 2022 published in journals indexed in the Scopus database. The analysis used descriptive statistics and text and content analysis. A significant increase was observed in publications between 2020 and 2022. Among the various service branches, the researchers most often chose data sets in the form of comments posted online by customers of tourism industries, mainly those using accommodation services, but also restaurants. TripAdvisor was observed to be the most frequently used data source. In their analysis, the authors used both qualitative and quantitative methods, as well as a combination of them. It is observed that more sophisticated machine learning algorithms have been implemented for text analysis. Finally, the paper also presents future research recommendations.
Źródło:
Marketing Instytucji Naukowych i Badawczych; 2023, 49, 3; 65-100
2353-8414
Pojawia się w:
Marketing Instytucji Naukowych i Badawczych
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
The effect of overall service quality on customer satisfaction: The moderating role of travel experience
Autorzy:
Gu, Shengyu
Powiązania:
https://bibliotekanauki.pl/articles/52055865.pdf
Data publikacji:
2023
Wydawca:
Uniwersytet Łódzki. Wydawnictwo Uniwersytetu Łódzkiego
Tematy:
service quality
eco-tourism
customer satisfaction
travel experience
Opis:
The purpose of this study is to explore the relationship between overall service quality and customer satisfaction, further, this relationship is examined in terms of travel experience as a moderator. The study mainly focuses on eco-tourism and collected data from tourists travelling to China. Convenience sampling was used for data collection and a questionnaire used from previous studies. AMOS software analyzed the data collected from 341 respondents. The results highlighted that there is a significant and positive relationship between overall service quality and customer satisfaction. Moreover, the presence of travel experience as a moderator strengthens this relationship. This research is limited to eco-tourism and future studies could be done from the perspective of any other country with a large sample size.
Źródło:
Turyzm; 2023, 33, 1; 19-28
0867-5856
2080-6922
Pojawia się w:
Turyzm
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Analysis of railway commuting factors and customers patronage in Lagos State, Nigeria
Autorzy:
Adanikin, Ariyo
Adeoye, Itunuoluwa
Ajayi, Joseph
Powiązania:
https://bibliotekanauki.pl/articles/2141227.pdf
Data publikacji:
2022
Wydawca:
Fundacja Centrum Badań Socjologicznych
Tematy:
customer patronage
railway transportation
service quality
safety
travel time
Opis:
Railway transportation is a critical component of countries' transportation sectors worldwide. This is because, in the movement of goods and persons, railway transport networks have a clear advantage over other modes of transportation. However, despite the positive outlook, Nigeria's railway transportation networks have faced several challenges to the country's economic and social development, especially in overpopulated cities like Lagos State. The study population consists of 125 railway transportation users in Lagos state. The data were analyzed using descriptive, multiple and Partial Least Square Structural Equation Modeling (PLS-SEM). The study revealed that safety is the highest predictor of customer patronage amongst railway commuters in Lagos state. This is followed by price, travel time and service quality. This indicates that if the safety of the railway commuters (customers) is guaranteed, they will continue to use the train regardless of the service quality being offered to them. The study recommended that Public-Private Partnership (PPP) should be encouraged in running the affairs of the Nigerian railways for increased efficiency and that industry players need to be proactive by ensuring adequate professionalism in the sector and putting in place modern railway transport facilities.
Źródło:
Journal of Sustainable Development of Transport and Logistics; 2022, 7, 1; 90-98
2520-2979
Pojawia się w:
Journal of Sustainable Development of Transport and Logistics
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Analyzing an Unconventional Success Story Chick-fil-A Fast Food Restaurants in the USA
Autorzy:
Manko, Barbara A.
Powiązania:
https://bibliotekanauki.pl/articles/2174421.pdf
Data publikacji:
2022
Wydawca:
Uniwersytet Zielonogórski. Wydział Ekonomii i Zarządzania
Tematy:
Chick-fil-A
fast food restaurant
quick service restaurant
customer service
social media
employees
customers
American restaurants
franchised restaurant
employee satisfaction
management practice
Opis:
The U.S. fast-food chain Chick-fil-A, Inc. has prospered financially and scored multiple rankings at or near the top of its industry by using unconventional management practices, including some that appear to be drawbacks. This paper attempts what previous academic research has not: a thorough analysis of Chick-fil-A’s practices and policies, looking at how they might function as “success factors” and how the company has turned apparent disadvantages into advantages. The practices and policies include an unusual approach to franchising, a limited menu, private ownership, absence of global expansion, a distinctive focus on customer service and employee relations, and an explicitly Christian corporate culture. Chick-fil-A’s success, with a business model that does not fit the mold of other fast-food chains, makes the company a promising subject for further research by anyone wishing to study unconventional forms of differentiation for competitive advantage.
Źródło:
Management; 2022, 26, 1; 118--143
1429-9321
2299-193X
Pojawia się w:
Management
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Aplikacje mobilne jako narzędzie realizacji strategii zarzadzania relacją z klientem
Mobile applications as a tool for implementing customer relationship management strategies
Autorzy:
Buczek, Karol
Powiązania:
https://bibliotekanauki.pl/articles/2090003.pdf
Data publikacji:
2022-06-08
Wydawca:
Akademia Humanistyczno-Ekonomiczna w Łodzi
Tematy:
zarządzanie relacjami z klientami
strategia zarządzania relacją z klientem
aplikacje mobilne
satysfakcja użytkowników aplikacji mobilnych
obsługa klienta
obsługa mobilna
customer relationship management
customer relationship management strategy
mobile applications
satisfaction of mobile application users
customer service
mobile service
Opis:
Gwałtowny wzrost popularności smartfonów wpłynął na wiele obszarów biznesowych, takich jak marketing, sprzedaż czy nawet obsługa klienta. Nowe funkcjonalności, jakie oferują telefony, są ważne, nawet z perspektywy przedsiębiorcy, ze względu na rosnącą istotność samoobsługi w aplikacjach mobilnych w odniesieniu do tradycyjnej obsługi klienta. Dodatkowo rynek aplikacji mobilnych zapewnił wielu gałęziom biznesowym nowe źródło pozyskiwania informacji dotyczących produktów, jak i danych o samych klientach. W artykule przytoczono badania z zakresu opinii konsumentów na temat aplikacji mobilnych firm, satysfakcji z ich użytkowania czy bezpieczeństwa danych. Konkluzję stanowią nowe kierunki strategii biznesowych opartych na wykorzystaniu aplikacji mobilnych w wybranych obszarach biznesowych.
The rapid increase in the popularity of smartphones has affected many business areas such as marketing, sales and even customer service. The new functionalities of mobile phones are significant from an entrepreneurial perspective due to the increasing importance of self-service in mobile phone applications over traditional customer service. In addition, the mobile app market has provided many business sectors with a new source for obtaining information about products as well as data about customers. This article presents the results of research on customers’ perspective on mobile phone applications, their security and functionality. The conclusion refers to the usefulness of mobile applications for developing business strategy in some areas of business.
Źródło:
Zarządzanie Innowacyjne w Gospodarce i Biznesie; 2021, 33, 2; 33-47
1895-5088
Pojawia się w:
Zarządzanie Innowacyjne w Gospodarce i Biznesie
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Customer service excellence as a part of management process – Customer Service Excellence Report analysis
Doskonałość obsługi klienta jako część procesu zarządzania – analiza Raportu Doskonałości Obsługi Klienta
Autorzy:
Kawęcki, Norbert
Powiązania:
https://bibliotekanauki.pl/articles/23051069.pdf
Data publikacji:
2022-09-26
Wydawca:
Wojskowa Akademia Techniczna im. Jarosława Dąbrowskiego
Tematy:
doskonałość
obsługa klienta
proces
zarządzanie
excellence
customer service
process
management
Opis:
The article presents problem of customer service excellence as apart of management process. By given overview of Customer Service Excellence and management process definitions the work provides methodology of study based on digital Deloitte Report from 2022. The main goal of the elaboration is to present overview statistics based on survey to provide whole range of numbers from study of customer service excellence. The methodology is based on the analysis of empirical data presented in the report and the presentation of far-reaching conclusions. The main outcomes are: self-service is rising, time to increase focus on personalization and customer care, independent and empowered customer service centers are the most effective, regional and industry variances. As a summary there is forecast for 12 months period provided by boards of international companies.
W artykule opisano problem doskonałości obsługi klienta w ramach procesu zarządzania. Za pomocą omówienia definicji doskonałości obsługi klienta i procesów zarządzania w pracy przedstawiono metodologię badań opartą na cyfrowym raporcie Deloitte z 2022 roku. Głównym celem opracowania jest zaprezentowanie statystyk przeglądowych na podstawie ankiety w celu pokazania całego zakresu liczb z badania dostarczonego przez firmę Deloitte w formie zdigitalizowanej. Metodologia oparta jest na analizie danych empirycznych zaprezentowanych w raporcie oraz przedstawieniu daleko idących wniosków. Główne wyniki to: rosnąca skala samoobsługi, czas na zwiększenie nacisku na personalizację i obsługę klienta, niezależne i upoważnione centra obsługi klienta są najbardziej efektywne, różnice regionalne i branżowe. Podsumowanie zawiera prognozę na okres 12 miesięcy dostarczaną przez zarządy międzynarodowych firm.
Źródło:
Nowoczesne Systemy Zarządzania; 2022, 17, 3; 37-47
1896-9380
2719-860X
Pojawia się w:
Nowoczesne Systemy Zarządzania
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Digitalisation of supply chain management system for customer quality service improvement
Autorzy:
Shevtshenko, Eduard
Maas, Rene
Murumaa, Lea
Karaulova, Tatjanja
Raji, Ibrahim Oluwole
Popell, Janek
Powiązania:
https://bibliotekanauki.pl/articles/2142350.pdf
Data publikacji:
2022
Wydawca:
Wrocławska Rada Federacji Stowarzyszeń Naukowo-Technicznych
Tematy:
digitalisation
performance
reliability
customer service quality
Opis:
The main idea of the current research is to apply customer satisfaction level Key Performance Indicators (KPIs) for supply chain reliability improvement. The Supply Chain Operations Reference (SCOR) model-based KPI metrics increase the quality of product/service by monitoring, visualising, and digitalising directly involved processes. In the long run, the solution will ultimately help reduce/eliminate the number of customer reclamations in the supply chain. An industry-oriented performance measurement model based on SCOR can be easily adapted for different sectors. The approach proposed in the current research is based on identifying key factors of supply chain performance of the SCOR model connected with the predictive and diagnostic capability of Bayesian Believe Networks. The difference in performance can be reached via applying the best practices to processes, affecting the performance on a larger scale.
Źródło:
Journal of Machine Engineering; 2022, 22, 3; 78--90
1895-7595
2391-8071
Pojawia się w:
Journal of Machine Engineering
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Evaluating users’ satisfaction in public transit service: a case of Addis Ababa city, Ethiopia
Autorzy:
Girma, Mulugeta
Woldetensae, Berhanu
Powiązania:
https://bibliotekanauki.pl/articles/2173473.pdf
Data publikacji:
2022
Wydawca:
Politechnika Śląska. Wydawnictwo Politechniki Śląskiej
Tematy:
public bus
service quality
customer satisfaction
factor analysis
Addis Ababa
Ethiopia
autobus miejski
jakość usług
zadowolenie klienta
analiza czynnikowa
Addis Abeba
Etiopia
Opis:
Rapid urbanization has resulted in a slew of issues, including urban transportation, in most emerging countries' cities. Public transportation provides transportation for the community and plays an important role in the daily lives of the city's citizens, particularly the urban poor, by reducing travel costs and providing job opportunities. Thus, evaluating public bus service performance from the perspective of users is critical for identifying service operators' strengths and deficiencies. Consequently, the primary goal of this research is to determine the level of consumer satisfaction with public bus service in the city and identify the most important factors that influence satisfaction. Hence, a survey was carried out between December and January 2020. Stratified sampling approaches were used to obtain data from 500 travelers. Factor analysis and customer satisfaction index were used to analyze the data collected. Lastly, the findings show that users were quietly satisfied (0.54) with the quality of the bus services supplied in the city. Moreover, travelers were better satisfied with attributes that related to availability (0.64) and less satisfied with attributes under timeliness (0.50) and security (0.48). Therefore, service operators and other concerned stakeholders should give urgent attention to attributes under timeliness and security to enhance users’ satisfaction in the provision of bus service in the city.
Źródło:
Zeszyty Naukowe. Transport / Politechnika Śląska; 2022, 114; 15--30
0209-3324
2450-1549
Pojawia się w:
Zeszyty Naukowe. Transport / Politechnika Śląska
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Exploring transformational customer experience in digital banking: an exploratory study
Autorzy:
Skubis, Ida
Akahome, Joy E.
Powiązania:
https://bibliotekanauki.pl/articles/27314576.pdf
Data publikacji:
2022
Wydawca:
Politechnika Śląska. Wydawnictwo Politechniki Śląskiej
Tematy:
customer experience
customer service
digital banking
doświadczenie klienta
obsługa klienta
bankowość cyfrowa
Opis:
Introduction/background: The increase in digital banking in Nigeria has made it easy for customers to experience self-service. The shift towards digital banking means that banks marketing systems will change, which makes it important for banks to understand the service quality dimensions of digital banking on customer experience. The following study was conducted as a qualitative case study to provide a grounded and more versatile understanding of the context-based phenomenon of customer experience of digital banking using three generations of customers. Aim of the paper: This study aims to explore customer digital banking experiences in terms of advancements, transformational journey of digital banking and challenges for customers. Materials and methods: A semi-structured interviews conducted from 25 digital banking customers from Nigeria about their experiences with digital banking. The interviews were thematically analyzed to produce themes around customer experiences. Results and conclusions: The findings of this study revealed customer digital banking experiences, the advancements through digital banking (convenient, comfort, paperless economy), digital banking transformational experiences (delightful, modern, transparent, reliable), and challenges (network infrastructure, electric power supply). The study contributes to bank marketing research in terms of customer experience in digital banking service. It explores the experiences of customer digital banking service which is important for banking marketing and theory advancements. Introduction/background: The increase in digital banking in Nigeria has made it easy for customers to experience self-service. The shift towards digital banking means that banks marketing systems will change, which makes it important for banks to understand the service quality dimensions of digital banking on customer experience. The following study was conducted as a qualitative case study to provide a grounded and more versatile understanding of the context-based phenomenon of customer experience of digital banking using three generations of customers. Aim of the paper: This study aims to explore customer digital banking experiences in terms of advancements, transformational journey of digital banking and challenges for customers. Materials and methods: A semi-structured interviews conducted from 25 digital banking customers from Nigeria about their experiences with digital banking. The interviews were thematically analyzed to produce themes around customer experiences. Results and conclusions: The findings of this study revealed customer digital banking experiences, the advancements through digital banking (convenient, comfort, paperless economy), digital banking transformational experiences (delightful, modern, transparent, reliable), and challenges (network infrastructure, electric power supply). The study contributes to bank marketing research in terms of customer experience in digital banking service. It explores the experiences of customer digital banking service which is important for banking marketing and theory advancements.
Źródło:
Organizacja i Zarządzanie : kwartalnik naukowy; 2022, 3; 97--112
1899-6116
Pojawia się w:
Organizacja i Zarządzanie : kwartalnik naukowy
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Logistic customer service process in the face of the COVID-19 pandemic
Autorzy:
Zwolińska, Danuta
Powiązania:
https://bibliotekanauki.pl/articles/27313546.pdf
Data publikacji:
2022
Wydawca:
Politechnika Śląska. Wydawnictwo Politechniki Śląskiej
Tematy:
logistic customer service
pandemic
COVID-19
logistyczna obsługa klienta
pandemia
Opis:
Purpose: The main purpose of this article is to recognise whether changes in logistic customer service made by the surveyed companies after the outbreak of the COVID-19 pandemic differed depending on the size of the company, the type of business and the role that the surveyed enterprise played in the supply chain. Design/methodology/approach: The results of empirical research conducted on a research sample of 250 companies are described (in the section concerning logistic customer service). The research was carried out in the second quarter of 2021. Findings: The processes taking place in enterprises to which special attention was paid and those which were the most important for enterprises from the point of view of logistic customer service are indicated. The changes in logistic customer service made after the outbreak of the COVID-19 pandemic are outlined. Research limitations/implications: In the face of the ongoing pandemic, business representatives’ perception of logistic customer service may change over time. It is therefore worth repeating the research described in this article in the post-pandemic period in order to conduct a comparative analysis that may be a source of an interesting scientific discussion. Practical implications: Indicating the scope of the changes in logistic customer service made by enterprises during the COVID-19 pandemic may constitute the basis for enterprises to compare their activities with those performed by the enterprises participating in the research. These changes can be implemented to gain a competitive advantage. Social implications: Building awareness of the need to introduce changes in a company’s operations during the COVID-19 pandemic is a necessary element for creating new standards in the area of logistic customer service, for which not only economic values, but also ecological and social values are increasingly important. Originality/value: The processes taking place in enterprises and affecting customer satisfaction (which translates into a company’s profit) during the COVID-19 pandemic have not yet been thoroughly studied due to the course of the pandemic and its duration. This article is addressed to managers dealing with logistic customer service.
Źródło:
Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska; 2022, 155; 623--634
1641-3466
Pojawia się w:
Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Metafizyka w stosowaniu prostego języka przez Krajową Administrację Skarbową oraz Ministerstwo Finansów
Metaphysics in the use of plain language by the National Revenue Administration and the Ministry of Finance
Autorzy:
Nowak, Ireneusz
Powiązania:
https://bibliotekanauki.pl/articles/2123404.pdf
Data publikacji:
2022-08-16
Wydawca:
Uniwersytet Łódzki. Wydawnictwo Uniwersytetu Łódzkiego
Tematy:
ulga językowa
prosty język
„klient”
Szef Krajowej Administracji Skarbowej
Minister Finansów
pracownik
funkcjonariusz Służby Celno-Skarbowej
language relief
plain language
“customer”
Head of the National Revenue Administration
Minister of Finance
employee
officer of the Customs and Fiscal Service
Opis:
Przedmiotem artykułu są zagadnienia związane ze stosowaniem prostego języka i jego upraszczaniem, ze szczególnym uwzględnieniem projektu „Ulga językowa”, który realizuje Krajowa Administracja Skarbowa wspólnie z Ministerstwem Finansów. Autor krytycznie ocenia powyższe działania i apeluje do „decydentów” z Krajowej Administracji Skarbowej oraz Ministerstwa Finansów, aby jak najszybciej wycofali się z zauroczenia wszelakimi językowymi nowinkami na temat tzw. prostego języka w obszarze prawa podatkowego czy szerzej finansów publicznych.
The subject of the article are the issues related to the use of simple language and its simplification, with particular emphasis on the project Language Relief, which is implemented by the National Revenue Administration together with the Ministry of Finance. The author critically evaluates the above “activities” and appeals to the “decision-makers” from the Ministry of Finance and the National Revenue Administration to withdraw as soon as possible from the infatuation with all kinds of linguistic novelties about the so-called simple language in the area of tax law, or more broadly, public finance.
Źródło:
Kwartalnik Prawa Podatkowego; 2022, 3; 51-110
1509-877X
Pojawia się w:
Kwartalnik Prawa Podatkowego
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Realizacja strategii zorientowania na klienta w działaniach firm w mediach społecznościowych
Implementing a customer-oriented strategy in companies’ social media outp
Autorzy:
Buczek, Karol
Powiązania:
https://bibliotekanauki.pl/articles/2089983.pdf
Data publikacji:
2022-06-08
Wydawca:
Akademia Humanistyczno-Ekonomiczna w Łodzi
Tematy:
media społecznościowe
strategia biznesowa
strategia zarządzania relacją z klientem
marketing
jakość obsługi klienta
firmy w mediach społecznościowych
social media
business strategy
customer relationship management strategy
customer service quality
social media companies
Opis:
Efektywna obsługa klienta jest dużym wyzwaniem dla wielu przedsiębiorstw w dzisiejszym świecie. Coraz więcej firm skupia się na poprawie jakości obsługi, co w konkurencyjnym środowisku staje się jednym z głównych celów przedsiębiorstwa. Jedną z bardziej skutecznych strategii biznesowych w tym obszarze jest strategia zarządzania relacją z klientem. Poprzez skupienie na potrzebach klientów oraz wdrożenie odpowiednich narzędzi wspomagających obsługę przedsiębiorstwa mogą poprawić reputację oraz zwiększyć zyski. Strategia CRM ewoluuje w szybkim tempie za sprawą popularyzacji mediów społecznościowych, które często odgrywają rolę marketingową. W artykule zostały opisane nowe trendy oraz tendencje zmian w zakresie obsługi klienta oraz nowoczesnego marketingu. Wyniki przytoczonych badań dotyczą poziomu skuteczności marketingu społecznościowego, a także ukazują nowe kierunki rozwoju dla wybranych obszarów biznesowych.
Efficient customer services are a challenge for every industry in today’s world. Achieving a high quality of service becomes the main goal for more and more entrepreneurs and this approach has become standard in a competitive environment. One of the best strategies in this case is CRM – Customer Relationship Management. By focusing on customers’ needs and using specific tools, firms can develop a good reputation, introduce innovation in customer service and maximize profits. CRM strategy is evolving quickly because of social media platforms, which can be used for marketing purposes. This article considers new trends and indicators of change in customer services and modern marketing due to social media popularization. The article notes the relevance of social media marketing and indicates that many opportunities exist for some business areas.
Źródło:
Zarządzanie Innowacyjne w Gospodarce i Biznesie; 2021, 33, 2; 71-84
1895-5088
Pojawia się w:
Zarządzanie Innowacyjne w Gospodarce i Biznesie
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
The importance of the Servqual method in the management process of an ecological enterprise in the aspect of the Covid-19 pandemic
Autorzy:
Koreleska, Ewa
Powiązania:
https://bibliotekanauki.pl/articles/27313624.pdf
Data publikacji:
2022
Wydawca:
Politechnika Śląska. Wydawnictwo Politechniki Śląskiej
Tematy:
management
organic food
specialty shops
servqual method
customer service
zarządzanie
żywność ekologiczna
sklep specjalistyczny
metoda servqual
obsługa klienta
Opis:
Purpose: The aim of the publication was to determine the significance of the Servqual method in the management process of an ecological enterprise in the aspect of Covid-19 pandemic. Design/methodology/approach: The research was carried out in specialist stores with organic food using the mystery shopper method from July to September 2021. The scope of the research was nationwide. Findings: The calculated indicators of Servqual unweighted (SQnw) and weighted (SQww) show that the fully satisfactory condition was achieved for the customer. Research limitations/implications: Another important piece of information, which was obtained during the research, is that there is a large rotation of specialist organic stores and a problem with creating the database. Practical implications: The worst ranked, although positively assessed dimension, was „reacting”, and after taking into account the weight of dimensions - „empathy. These are the areas that can be further improved by entrepreneurs. Originality/value: The market of organic products in Poland is undergoing dynamic transformations in the era of the Covid 19 pandemic and the electronic economy of the 21st century. New participants enter the market and put traditional, specialist organic food stores, under increased pressure from competition. Hence, there is an even greater need to improve the services they provide through the use of modern methods and quality tools. In relation to the ecological industry, there are no scientific reports on use the Servqual method.
Źródło:
Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska; 2022, 156; 249--258
1641-3466
Pojawia się w:
Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
The moderating effect of positive word of mouth between service quality and customer loyalty in the hospitality sector: A PLS-SEM approach
Autorzy:
Gontur, Silas
Gadi, Paul Dung
Bagobiri, Esther
Powiązania:
https://bibliotekanauki.pl/articles/2080189.pdf
Data publikacji:
2022
Wydawca:
Uniwersytet Ekonomiczny w Katowicach
Tematy:
service quality
customer loyalty
positive word-of-mouth
hospitality
PLS-SEM
Opis:
Aim/purpose - The main objective of this research is to investigate the relationship between service quality and customer loyalty and the moderating effect of positive word-of-mouth on this relationship in the hospitality sector, in North Central Nigeria. Design/methodology/approach - The research adopted a quantitative technique. Data were collected through a survey technique and Statistical Package for Social Science (SPSS) version 25.0 was used for descriptive analysis. Then SmartPLS 3.3.7 was employed to examine relations between service quality, customer loyalty, and positive word-of-moth. Findings - The current study confirmed that service quality had a significant positive relationship with customer loyalty and positive word-of-mouth moderates the relationship between service quality and customer loyalty. Research implications/limitations - The current study looked at the moderating effect of positive word-of-mouth on the relationship between service quality and customer loyalty in relation to the hospitality sector in North Central Nigeria. Originality/value/contribution - Examination of the moderating role of positive word-of-mouth in this study has aided to fit into the literature gap.
Źródło:
Journal of Economics and Management; 2022, 44; 266-285
1732-1948
Pojawia się w:
Journal of Economics and Management
Dostawca treści:
Biblioteka Nauki
Artykuł

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