Managing Service Staff as an Organizational Resource: Implications for Customer Service Provision

‘Public service motivation’ as an argument for government provision

A public service motivation (PSM) inclines employees to provide effort out of concern for the impact of that effort on a valued social service. Though deemed to be important in the literature on public administration, this motivation has not been formally considered by economists. When a PSM exists, this paper establishes conditions under which government bureaucracy can better obtain PSM motiv...

Bat Algorithm for Optimal Service Parameters in an Impatient Customer N-Policy Vacation Queue

In this paper, a meta-heuristic method, the Bat Algorithm, based on the echolocation behavior of bats is used to determine the optimum service rate of a queue problem. A finite buffer M/M/1 queue with N policy, multiple working vacations and Bernoulli schedule vacation interruption is considered. Under the two customers' impatient situations, balking and reneging, the...

Multi-Objective Mathematical Model as a Decision Support for Customer Service Marketing

In this paper we propose a multi-objective mathematical model to aid the marketing team of a company in customer service marketing. Customer reflects to the services provided by a company, and the reflections affect the profit of the company. Thus, the services can be evaluated by the customers to imply the company's performances. First, the services are purified based on the opinions of th...

Resource Acquisition from Set-Top-Boxes for Service Provision

Resource Acquisition service is a network-based service that acquires sufficient resources to satisfy the application requirement. Set-top-boxes (STB) are good sources of resource providers delivering this type of service collaboratively. Unfortunately, the accessibility of STBs is controlled by end-node users. It leads to uncertainty of the amount of resource available to the service operators...

Ritz customer service rules boost staff morale during difficult transitions.