Service Recovery Via Twitter
DOWNLOAD
Download Service Recovery Via Twitter PDF/ePub or read online books in Mobi eBooks. Click Download or Read Online button to get Service Recovery Via Twitter book now. This website allows unlimited access to, at the time of writing, more than 1.5 million titles, including hundreds of thousands of titles in various foreign languages. If the content not found or just blank you must refresh this page
Service Recovery Via Twitter
DOWNLOAD
Author : Doga Istanbulluoglu
language : en
Publisher:
Release Date : 2023
Service Recovery Via Twitter written by Doga Istanbulluoglu and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023 with categories.
The online response to customer complaints (i.e., service recovery) is a central feature of modern organizations' customer-focused performance management systems. Motivated by the lack of descriptive information related to complaint handling that can be used in assessing managerial performance, we collect organizations' responses to consumer complaints via Twitter and apply Zemke and Schaaf's (1990) traditional service recovery model to explore these. We collected 10,305 tweets that describe the use of Twitter for service recovery by organizations across four industries: airlines, casual dining chain restaurants, hotels, and fast-food restaurants. The findings show that in our sample, the traditional service recovery model with five service recovery elements (apology, urgent reinstatement, empathy, symbolic atonement, and follow-up) is implemented to various degrees. Further, we identify three additional service recovery elements not previously discussed by prior research: channel transfer, feedback acknowledgement, and information request. Our findings have research implications and highlight the importance of incorporating online customer complaints into the managerial performance systems.
Maximizing Commerce And Marketing Strategies Through Micro Blogging
DOWNLOAD
Author : Burkhalter, Janée N.
language : en
Publisher: IGI Global
Release Date : 2015-05-31
Maximizing Commerce And Marketing Strategies Through Micro Blogging written by Burkhalter, Janée 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 2015-05-31 with Business & Economics categories.
The Internet is quickly becoming a commonly used tool for business-customer interaction. Social media platforms that were once typically reserved for personal use are now becoming a vital part of a business’s strategy. Maximizing Commerce and Marketing Strategies through Micro-Blogging examines the various methods and benefits of using micro-blogs within a business context, bringing together the best tools and tactics necessary to properly incorporate this approach. Highlighting current empirical research and insights from various disciplines, this book is an essential reference source for academics, graduate students, social media strategists, and business professionals interested in the positive use of social media in business environments.
Service Failures And Recovery In Tourism And Hospitality
DOWNLOAD
Author : Erdogan Koc
language : en
Publisher: CABI
Release Date : 2017-10-20
Service Failures And Recovery In Tourism And Hospitality written by Erdogan Koc and has been published by CABI this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-10-20 with Business & Economics categories.
Tourism and hospitality services are highly prone to service-failure due to a high level of customer-employee contact and the inseparable, intangible, heterogeneous and perishable nature of these services. Service Failures and Recovery in Tourism and Hospitality, with its extensive coverage of the literature, presents an invaluable source of information for academics, students, researchers and practitioners. In addition to its extensive coverage of the literature in terms of recent research published in top tier journals, chapters in the book contain student aids, real-life examples, case studies, links to websites and activities alongside discussion questions and presentation slides for in-class use by teaching staff. This book is enhanced with supplementary resources. The customizable lecture slides can be found at: www.cabi.org/openresources/90677
The Discourse Of Customer Service Tweets
DOWNLOAD
Author : Ursula Lutzky
language : en
Publisher: Bloomsbury Publishing
Release Date : 2021-10-21
The Discourse Of Customer Service Tweets written by Ursula Lutzky and has been published by Bloomsbury Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-10-21 with Language Arts & Disciplines categories.
The Discourse of Customer Service Tweets studies the discursive and pragmatic features of customer service interactions, making use of a corpus of over 1.5 million tweets from more than thirty different companies. With Twitter being used as a professional service channel by many transport operators, this book features an empirical analysis of British and Irish train companies and airlines that provide updates and travel assistance on the platform, often on a 24/7 basis. From managing crises in the midst of strike action to ensuring passengers feel comfortable on board, Twitter allows transport operators to communicate with their customers in real time. Analysing patterns of language use as well as platform specific features for their communicative functions, Ursula Lutzky enhances our understanding of customers' linguistic expectations on Twitter and of what makes for successful or unsuccessful interaction. Of interest to anyone researching discourse analysis, business communication and social media, this book's findings pave the way for practical applications in customer service.
Boundary Blurred A Seamless Customer Experience In Virtual And Real Spaces
DOWNLOAD
Author : Nina Krey
language : en
Publisher: Springer
Release Date : 2018-11-27
Boundary Blurred A Seamless Customer Experience In Virtual And Real Spaces written by Nina Krey and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-11-27 with Business & Economics categories.
“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” Jeff Bezos, Founder and CEO of Amazon.com This proceedings volume explores the ways in which marketers can learn about customers through big data and other sources to create an enhanced customer experience. Consumers today do not simply demand engaging online or offline experiences anymore; they increasingly focus on one seamless experience throughout their journey across virtual and real spaces. While shopping in a physical store, consumers are checking their smart phones for customer reviews and competitive information, and catching a Pokémon or two at the same time. Online experience is no longer only about price shopping and convenience, and offline is no longer only about SKUs. Individual channels matter less and less; it is the omni-channel experience that is becoming main-stream. Marketers need to keep pace and continually adapt and contribute to the changing consumer landscape. Through countless touchpoints across different channels and media, marketers today can learn more about their customers and are better equipped than ever to provide them with a desired augmented experience: easy, fun, engaging, and efficient. Featuring the full proceedings from the 2018 Academy of Marketing Science (AMS) Annual Conference held in New Orleans, Louisiana, this volume provides ground-breaking research from scholars and practitioner from around the world that will help marketers continue to engage their customers in this new landscape. Founded in 1971, the Academy of Marketing Science is an international organization dedicated to promoting timely explorations of phenomena related to the science of marketing in theory, research, and practice. Among its services to members and the community at large, the Academy offers conferences, congresses, and symposia that attract delegates from around the world. Presentations from these events are published in this Proceedings series, which offers a comprehensive archive of volumes reflecting the evolution of the field. Volumes deliver cutting-edge research and insights, complementing the Academy’s flagship journals, the Journal of the Academy of Marketing Science (JAMS) and AMS Review. Volumes are edited by leading scholars and practitioners across a wide range of subject areas in marketing science.
Customer Service For Hospitality And Tourism
DOWNLOAD
Author : Simon Hudson
language : en
Publisher: Goodfellow Publishers Ltd
Release Date : 2012-11-02
Customer Service For Hospitality And Tourism written by Simon Hudson and has been published by Goodfellow Publishers Ltd this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-11-02 with Business & Economics categories.
Customer service is of critical importance for the tourism and hospitality sector now more than ever before as customers are looking to increase value for money and are less forgiving of mediocre service. However, despite its importance, quality customer service is the exception rather than the norm in many parts of the world. Customer Service for Hospitality and Tourism is a unique text and vital to both students and practitioners as it explains not only the theory behind the importance of customer service but also acts as a guidebook for those wishing to put this theory into practice. In essence it is the ‘whys’ and ‘hows’of customer service. It is easy to read, very current, and full of references to all the latest research from both academic and practitioner literature. Chapters cover important topics such as the financial and behavioural consequences of customer service, consumer trends influencing service, developing and maintaining a service culture, managing service encounters, the importance of market research, building and maintaining customer relationships, providing customer service through the servicescape, the impact of technology on customer service, the importance of service recovery, and promoting customer service internally and externally. Key features include: An ‘At Your Service’ Spotlight at the beginning of each chapter focuses on the achievements of successful individuals related to the art of customer service. Each chapter contains a ‘Service Snapshot’ - short, real-life cases to illustrate a particular concept or theoretical principle presented in the chapter. Detailed international ‘Case Studies’, which cover a variety of sectors, organizations and regions designed to foster critical thinking, the cases illustrate actual business scenarios that stress several concepts found in the chapter. They analyze customer service in the U.S., South America, South Africa, Europe, Russia, Australia, China, Canada, Korea and Dubai.
Digital Marketing And Consumer Engagement Concepts Methodologies Tools And Applications
DOWNLOAD
Author : Management Association, Information Resources
language : en
Publisher: IGI Global
Release Date : 2018-01-05
Digital Marketing And Consumer Engagement Concepts Methodologies Tools And Applications written by Management Association, Information Resources and has been published by IGI Global this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-01-05 with Business & Economics categories.
Consumer interaction and engagement are vital components to help marketers maintain a lasting relationship with their customers. To achieve this goal, companies must utilize current digital tools to create a strong online presence. Digital Marketing and Consumer Engagement: Concepts, Methodologies, Tools, and Applications is an innovative reference source for the latest academic material on emerging technologies, techniques, strategies, and theories in the promotion of brands through forms of digital media. Highlighting a range of topics, such as mobile commerce, brand communication, and social media, this multi-volume book is ideally designed for professionals, researchers, academics, students, managers, and practitioners actively involved in the marketing industry.
Ebook Services Marketing Integrating Customer Focus Across The Firm
DOWNLOAD
Author : Alan Wilson
language : en
Publisher: McGraw Hill
Release Date : 2016-01-16
Ebook Services Marketing Integrating Customer Focus Across The Firm written by Alan Wilson and has been published by McGraw Hill this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-01-16 with Business & Economics categories.
European economies are now dominated by services, and virtually all companies view service as critical to retaining their customers today and in the future. In its third European edition, Services Marketing: Integrating Customer Focus across the Firm provides full coverage of the foundations of services marketing, placing the distinctive gaps model at the center of this approach. Drawing on the most recent research and using up-to-date and topical examples, the book focuses on the development of customer relationships through quality service, out lining the core concepts and theories in services marketing today. New and updated material in this new edition include: · - New content on the role of digital marketing and social media has been added throughout to reflect the latest developments in this dynamic field · - Increased coverage of Service dominant logic regarding the creation of value and the understanding of customer relationships · - New examples and case studies added from global and innovative companies including AirBnB, IKEA, Disneyland, Scandinavia Airlines, and Skyscanner
The Sage Handbook Of Social Media Marketing
DOWNLOAD
Author : Annmarie Hanlon
language : en
Publisher: SAGE
Release Date : 2022-06-16
The Sage Handbook Of Social Media Marketing written by Annmarie Hanlon and has been published by SAGE this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-06-16 with Business & Economics categories.
This Handbook explores the foundations and methodologies in analysing the important aspects of social media for organisations and consumers. It investigates critical areas concerning communities, culture, communication and content, and considers social media sales.
Managing Negative Word Of Mouth On Social Media Platforms
DOWNLOAD
Author : Ines Nee
language : en
Publisher: Springer
Release Date : 2016-06-07
Managing Negative Word Of Mouth On Social Media Platforms written by Ines Nee and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-06-07 with Business & Economics categories.
Ines Nee makes important key contributions to service recovery research by analyzing the effect of management response content towards negative online customer reviews on the observer’s purchase intention. This study is the first to provide a conceptual basis of observers’ behavioral reactions towards organizational complaint handling in the context of social media and to empirically test the effect of the two most resource-intensive response options of compensation and explanation. With the help of a profound experimental design, the author detects strategies on how hotel companies should respond towards negative online customer reviews in order to increase the observer’s purchase intention and the hotel company’s return on complaint management.