Quality Customer Service Key Strategies For Organisational Performance
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Quality Customer Service Key Strategies For Organisational Performance
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Author : Anthony Ike Chukwuma
language : en
Publisher: AuthorHouse
Release Date : 2019-11-26
Quality Customer Service Key Strategies For Organisational Performance written by Anthony Ike Chukwuma and has been published by AuthorHouse this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-11-26 with Business & Economics categories.
Anthony Ike Chukwuma is a service quality and customer service strategist. He is a motivational speaker, trainer and conference speaker whose wealth of experience has a tremendous potential to facilitate the growth and improved performance of organisations. He is married with children.
Leveraging Emotional And Artificial Intelligence For Organisational Performance
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Author : Catherine Prentice
language : en
Publisher: Springer Nature
Release Date : 2023-05-11
Leveraging Emotional And Artificial Intelligence For Organisational Performance written by Catherine Prentice and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-05-11 with Computers categories.
This book takes a fresh stance and views EI and AI as services that are provided by service employees and machines as organisational offerings to customers. As emotional intelligence (EI) and artificial intelligence (AI) have been cited to have broad effects on individuals, businesses and beyond, this book is focused on the organisational context, specifically how they affect employees and customers from a marketing perspective. The stance in this book is consistent with the conceptualisation of a service. This book holds that intelligence in businesses must turn into organisational assets to manifest their values. Further, this book explores this service-dominant logic era, and compared to tangible products, service plays a key role in organisational performance and customer relationship with the organisation. Intelligence exhibited either by human or machine is not a tangible product, but can be utilised as a service to assist employees in performing tasks and delivering services as well as facilitating business transaction and customer experience. This book is structured as follows. Chapters 2 and 3 demystify emotional and artificial intelligence, from different perspectives, including conceptualisations, the history and evolution of the concepts, how they function and where they can apply to. These discussions help readers understand what exactly these two intelligences are. Chapters 4 and 5 analyse how emotional intelligence is related to employees and customers, respectively, with a focus on service organisations. Chapters 6–8 are dedicated to anatomising AI and how it is operationalised as a service to influence employees and customers. Specifically, viewing AI as a service, Chapter 6 examines the impact of AI service quality and how it is related to employee service quality. Chapter 7 analyses the influence of AI service quality on customers. Based on the discussion in Chapters 6 and 7, Chapter 8 is extended to develop a scale to measure such AI service, named AI service quality. The last three chapters of this book integrate EI and AI to analyse their respective impacts on employees and customers. Chapter 9 proposes EI as a moderator of AI, whereas Chapter 10 proposes AI as a moderator of EI. Chapter 11 employs service profit chain to integrate EI and AI in the chain relationship to understand their effects on both employees and customers. This chapter broadly covers the service industry with a focus on tourism and hospitality sector. The discussion on the impact of EI and AI is complemented with empirical studies conducted in tourism or hospitality context to address their effects in these sectors.
Customer Service Management In Africa
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Author : Robert Hinson
language : en
Publisher: CRC Press
Release Date : 2020-05-07
Customer Service Management In Africa written by Robert Hinson and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-05-07 with Business & Economics categories.
Customer Service Management in Africa: A Strategic and Operational Perspective (978-0-367-14337-4, K410515) "Customer Service is Changing!" The message of 34 authors featured in Customer Service Management in Africa: A Strategic and Operational Perspective is clear: Today’s consumers are no longer ‘passive audiences’ but ‘active players’ that engage with businesses at each stage of product or service design and delivery systems. Consumer demands and expectations are also increasingly being dictated by changing personal preferences, enhanced access to information and expanding digital reality. The customer service principles – strategic and operational – advocated by these authors are universal, but particularly compelling as they apply to Africa’s unique and dynamic operating environment. In recognition of the importance of excellent customer service, this comprehensive and well-timed book provides an essential guide on the increasing role of the customer to business success. This book discusses the management and delivery of customer service under seven broad themes: Customer Service as Shared Value, Customer Service Strategy, Customer Service Systems, Customer Service Style, Customer Service Culture, Customer Service Skills and Customer Experience – Advancing Customer Service in Africa. Central questions posed and addressed include: What is the new definition of customer service management? How should organisations position themselves to create value for customers and stakeholders? How should employees project themselves to align with customer service promises made by their organisations? Overall, this book provides strategic and operational insights into effective customer service management in Africa. The customer service management concepts, roles and practices outlined, particularly as they apply to the African context, make it an important addition to scholars’ or practitioners’ reference works.
Improving Service Quality In The Global Economy
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Author : Michael Milakovich
language : en
Publisher: CRC Press
Release Date : 2005-08-03
Improving Service Quality In The Global Economy written by Michael Milakovich and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005-08-03 with Business & Economics categories.
Within American service sector organizations there exists a gap between understanding customer service quality improvement (QI) theories and applying them. Improving Service Quality in the Global Economy: Achieving High Performance in Public and Private Sectors, Second Edition fills that gap by presenting theory, application models, and cases of su
Quality
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Author : S. P. Mukherjee
language : en
Publisher: Springer
Release Date : 2018-07-13
Quality written by S. P. Mukherjee and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-07-13 with Business & Economics categories.
This book offers a comprehensive overview of quality and quality management. It also explores total quality management, covering its human, technological and analytical imperatives. It also examines quality systems and system standards, highlighting essential features and avoiding a reproduction of the ISO 9000 standard, as well as people-related issues in implementing a quality system. A holistic understanding of quality considerations, which now permeate every aspect of human life, should guide related policies, plans and practices. The book describes the all-pervasive characteristics of quality, putting together diverse definitions of "quality," outlining its different dimensions, and linking it with reliability and innovation. It goes on to assess the quality of measurements in terms of precision, accuracy and uncertainty and discusses managing quality with a focus on business performance. This is followed by a chapter on improving process quality, which is the summum bonum of quality management, and a chapter addressing the crucial problem of measuring customer satisfaction through appropriate models and tools. Further, it covers non-traditional subjects such as quality of life, quality of working life, quality assurance and improvement in education, with special reference to higher education, quality in research and development and characterizes the quality-related policies and practices in Indian industry. The last chapter provides a broad sketch of some recent advances in statistical methods for quality management. Along with the research community, the book’s content is also useful for practitioners and industry watchers.
Ai And Iot Driving Business Success And Sustainability In The Digital Age
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Author : Bahaa Awwad
language : en
Publisher: Springer Nature
Release Date : 2025-08-11
Ai And Iot Driving Business Success And Sustainability In The Digital Age written by Bahaa Awwad and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2025-08-11 with Computers categories.
This book explores the integration of AI technologies with emerging trends such as IoT, blockchain, and cloud computing. In this book readers will embark on a transformative journey that explores the powerful convergence of Artificial Intelligence (AI), Internet of Things (IoT), and business management. With the advent of these cutting-edge technologies, businesses have unprecedented opportunities to revolutionize their operations, drive innovation, and achieve remarkable success in today's digital landscape.
Strategic Islamic Business And Management
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Author : Ahmad Rafiki
language : en
Publisher: Springer Nature
Release Date : 2024-08-08
Strategic Islamic Business And Management written by Ahmad Rafiki and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2024-08-08 with Business & Economics categories.
In the contemporary global market, this book underscores the significance of Islamic institutions and companies to employ effective business and management strategies for sustained success. It provides a thorough examination of diverse facets of Islamic business and finance, including organizational aspects, strategic planning, marketing, entrepreneurship, and innovation. Rooted in the principles of Islamic religious law, the text presents a range of concepts, models, and frameworks to enhance the performance of Islamic organizations. From historical insights to contemporary adaptations, the book highlights the crucial role of a just system in ensuring sustainability within the banking sector and broader business context. The emphasis on ethical practices, stakeholder considerations, and technology integration advocates for strategic approaches that enhance competitiveness while adhering to values of sustainability. With a specific focus on topics such as digital marketing, the book navigates the utilization of technology for optimized customer reach and campaign performance. A pertinent resource for entrepreneurs, practitioners, policymakers, academicians, and students interested in formulating effective strategies in Islamic business, management, and digital marketing to promote sustainability and ethical practices.
Service Science Research Strategy And Innovation Dynamic Knowledge Management Methods
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Author : Delener, N.
language : en
Publisher: IGI Global
Release Date : 2012-01-31
Service Science Research Strategy And Innovation Dynamic Knowledge Management Methods written by Delener, N. and has been published by IGI Global this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-01-31 with Business & Economics categories.
"This book explores areas such as strategy development, service contracts, human capital management, leadership, management, marketing, e-government, and e-commerce"--Provided by publisher.
Managerial Strategies For Business Sustainability During Turbulent Times
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Author : Leon, Ramona-Diana
language : en
Publisher: IGI Global
Release Date : 2017-07-12
Managerial Strategies For Business Sustainability During Turbulent Times written by Leon, Ramona-Diana and has been published by IGI Global this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-07-12 with Business & Economics categories.
As the economy fluctuates, so does the need for resilient business practices. If organizations can remain strong and steady during difficult times, they will be more fruitful during successful periods as well. Managerial Strategies for Business Sustainability During Turbulent Times is a crucial resource that discusses successful methods and techniques for building sturdy company practices. Featuring pertinent topics such as sustainable supply chains, knowledge management, information sharing, and performance evaluations, this is an ideal scholarly reference source for CEOs, managers, business students, and researchers that would like to discover more unique and engaging ways to build a strong business foundation.
Management With Online Study Tools 12 Months
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Author : Danny Samson
language : en
Publisher: Cengage AU
Release Date : 2017-10-25
Management With Online Study Tools 12 Months written by Danny Samson and has been published by Cengage AU this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-10-25 with Business & Economics categories.
Samson/Daft/Donnet's Management is a robust foundation text providing a balance of broad, theoretical content with an engaging, easy-to-understand writing style. It covers the four key management functions - planning, organising, leading and controlling - conveying to students the elements of a manager's working day. Along with current management theory and practice, the authors integrate coverage of innovation, entrepreneurship, agile workplaces, social media and new technology throughout. This sixth edition features a new author on the team and contains updates to content based on recent research. Real-life local and international examples showcase the ongoing changes in the management world. Focusing on a 'skills approach', they bring concepts to life for students, supporting motivation, confidence and mastery. Each part concludes with a contemporary continuing case study, focusing on car company Toyota as it faces managerial challenges and opportunities in the region.