IT service support staff that deals with customer service inquiries online plays a key role in ensuring customer satisfaction and shaping customer experience. In reaction to service failures customers may exhibit some emotions that may influence service support staff’s response. Without a face-to-face interaction with customers, service support cannot detect the emotional signals sent out from ...

W artykule opisano problem doskonałości obsługi klienta w ramach procesu zarządzania. Za pomocą omówienia definicji i procesów zarządzania pracy przedstawiono metodologię badań opartą na cyfrowym raporcie Deloitte z 2022 roku. Głównym celem opracowania jest zaprezentowanie statystyk przeglądowych podstawie ankiety celu pokazania całego zakresu liczb badania dostarczonego przez firmę formie zdig...

Customer service is a critical element of a hotel's strategy and an important lever for differentiation of the hotel's offer. Over the last two decades, information systems have contributed to the transformation of customer interactions, enabling an unprecedented scale and scope of service personalization in the tourism industry. This paper reports the results of a mixed method study in a hotel...

This non-experimental, causal study related to examine and explore the relationships among electronic service quality, customer satisfaction, electronics recovery service quality, and customer loyalty for consumer electronics e-tailers. This study adopted quota and snowball sampling. A total of 121 participants completed the online survey. Out of seven hypotheses in this study, five were suppor...

With the development of wireless network, from 4G network to 5G people's communication quality has improved significantly and processing requirements operators' customer service systems will ameliorate, whereas business undertaken by intelligent becomes more difficult. Customer system, which can convey files video, evolved manual intelligent. At same time, this system establishes a knowledge ba...

In operations and service management generating revenues is as important as reducing costs. Although logistics customer service is an important measure for executives, little research has been conducted to quantify the extent to which improvements of service levels contribute to a company’s revenues. The paper applies existing fuzzy-based methods to monetarily determine the revenue contribution...

Providing customer support through social media channels is gaining increasing popularity. In such a context, automatic detection and analysis of the emotions expressed by customers is important, as is identification of the emotional techniques (e.g., apology, empathy, etc.) in the responses of customer service agents. Result of such an analysis can help assess the quality of such a service, he...