Literature review in customer service

Literature review in customer service

A Brief Literature Review: Customer Relationship Management. By John Dudovskiy. Customer relationship management has been defined as “a business approach that integrates people, processes, and technology to maximise relationships with customers” Goldenberg (, p.3).Estimated Reading Time: 6 mins literature that satisfaction is an evaluative judgment and several comparison standards have been proposed in the literature but no consensus exists concerning which standard best predicts customer satisfaction. Both practitioners in companies and academics might find the review useful, as it outlines major lines of research in the field Jun 28,  · This paper reviews the literature on customer satisfaction and customer loyalty, giving emphasis on service marketing strategies specially service quality and in store blogger.comted Reading Time: 6 mins

Literature Reveiw on customer service | blogger.com

We use cookies to give you the best experience possible. A limited time offer! Get a custom sample essay written according to your requirements urgent 3h delivery guaranteed. The purpose of this chapter is developing a comprehensive understanding of the topic and theories that surround it.

A review of a literature should draw conclusions and implications for the proposed research programme. The literature review should make clear to the reader just how the proposed research relates to the existing body of literature. Veal, Jesson and Matheson et al. The literature review is where you show that you are both aware of and can interpret what is already known and where eventually you will be able to point out the contradictions and gaps in existing knowledge.

org, uk, Within the pet industry there are items of absolute necessity including pet food, accessories and insurance. Pet food is the largest item accounting for three quarters of the whole industry Maitland, This is likely to decline over time, although changes in brands and quality may change. Therefore, a place to purchase these items and get the right advice is essential to the owners and their pets. Parasuraman et al.

So, service quality is the difference between customer expectation and perceptions of services delivered by service firms. Nitecki et al, literature review in customer service. Wang and Literature review in customer service,pp.

Therefore, some organizational researchers concluded that service quality is an important indicator of customer satisfaction intentions. Mohsan and Nawaz et al. As you can see from the diagram below, the concept of service is literature review in customer service by both the organisation and the customer.

What the customer expects from the business and what the business proposes to deliver have a direct correlation:, literature review in customer service.

The above model is an example literature review in customer service the servqual method which is used to determine customer service in an industry and will be extremely transferable into the pet industry. This model shows the zone of tolerance where most customer service is acceptable but not out of the ordinary. It would not be enough to necessarily gain customer loyalty. There is a gap in this literature which is the lack of these theories being carried out in a pet shop.

A pet shop is a place for owners to buy essential products for their animals and have the confidence in their advice, literature review in customer service, training and recommendations. Being able to apply these theories to a local pet shop will fill the gap in the literature and enable a thorough investigation literature review in customer service whether the service quality can be measured by the models and theories above.

In Meeting Customer Needs by Ian Smith,Chapter 8 describes why measuring the market is so important. There are reasons why we must measure the market to meet customer needs: 1. Maintain and improve quality — ensures good reputation 2.

Increase efficiency and improve performance. Maximise value for both you and your customers — comparative measure, what you get out of what you put in 4. Increase and secure customer satisfaction — knowing what customers get from what you supply. Based on expectations as well as experience 5. Develop and maintain customer commitment — success is based on securing tomorrows customer today.

Customer loyalty presents a paradox, literature review in customer service. Many see it as primarily an attitude-based phenomenon that can be influenced significantly by customer relationship management initiatives such as the increasingly popular loyalty and affinity programs. However, empirical research shows that loyalty in competitive repeat-purchase markets is shaped more by the passive acceptance of brands than by strongly-held attitudes about them. Uncles and Dowling et al.

Checklist of Loyalty Measures: Customer Satisfaction Recency Frequency Monetary Value Customer Longevity Formal and Informal referral activity Share of spend Willingness to repurchase Frazer-Robinson, Customer satisfaction — many organisations will measure the level of satisfaction expressed by their customers and use this to guide improvements in their products and services.

Some also use the measure to help them identify groups with different types of relationships with the organisation. Communications, reward systems and offers are then based on which group the customer is in.

Smith, Loyalty is often determined by a combination of other characteristics: market size, needs, image, aspiration and fit. Companies in many different industries have established loyalty programs, loyalty marketing and many other ways to keep customers continuing to shop at their facilities Humphrey, Customer loyalty has always been a key factor in any business, they can determine and influence buying and merchandising decisions Hunter, It is therefore beneficial to fill a gap in the industry and literature by determining customer loyalty within the pet shop sector.

To find a correlation between service quality and customer loyalty within the pet sector will be extremely valuable to research available for the animal industry in general.

It will create a basis for any shops or animal related sectors to gain information from and gain an insight to research already conducted. Consumer behaviour is a complex subject and there are thousands of research papers and books on the issue. But it is essential to grasp a small understanding in relation to the pet industry.

An effect on consumer behaviour is personality. Balderjahn researched into the influence of personality on spending behaviour. This suggests it may be due to the individual rather than the price or quality of pet products, it could just be nature over external influences, literature review in customer service.

Another consumer behaviour trait is motivation. Although owners do not use pet product themselves they may still develop feelings of perhaps boredom from buying the same foods or from the same place.

Or they may feel the need for stability of buying from the same place and maintaining the same foods and costs. Consumer behaviour can have a direct effect on customer service and loyalty. In order to find a gap in the customer service sector, it was key to investigate the main factors: service quality and customer loyalty.

It was then possible to find a place for the pet sector within there. By researching customer loyalty and service quality, also adding in the correlation between the two, within the pet shop industry there can be an established paper for the whole animal industry to look back at literature review in customer service begin new research based on its findings.

By looking at the main aspects that create the two factors, it begins to build a base for research and investigation: Loyalty is often determined by a combination of other characteristics: market size, needs, image, aspiration and fit.

So, service quality is the difference between customer expectation and perceptions of services delivered by service firms Parasuraman et al. References Balderjahn, I. Predictors of ecologically responsible consumption patterns an empirical study, literature review in customer service. Dibb, S. and Simkin, L, literature review in customer service. Boston: Houghton Mifflin. Fink, J. and Lundqvist, A. Changing relations of welfare. Farnham, literature review in customer service, Surrey, England: Ashgate.

Frazer-Robinson, J. London: Kogan Page. Humphrey, D. Customer service. Mason, OH: South-Western Pub. Hunter, M. htm literature review in customer service 29 Jan ].

Jesson, J. and Lacey, F. Doing your literature review. Los Angeles: SAGE. Johnston, R. and Clark, G. Service operations management. Maitland, O. Pet Market — — Executive Summary. Maslow, A. and Stephens, D. The Maslow business reader. New York: Wiley. Mohsan, F, literature review in customer service. and Aslam, N. Impact of Customer Satisfaction on Customer Loyalty and Intentions to Switch: Evidence from Banking Sector of Pakistan.

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A Brief Literature Review: Customer Relationship Management

LITERATURE REVIEW Service quality and customer satisfaction are key factors in the battle to obtain competitive advantage and customer retention. Utility is perceived by the customer from the attributes of the service that have positive effect on Computer System Analyst Resume Sample the performance of task associated with the desired business outcomes Literature Review On Customer Experience. This literature review is a broad discussion about customer experience and their key factors: customer satisfaction and loyalty, customer’s relationship with the corporation as well as customer expectations and its factors: reliability, tangibles and responsiveness and serve quality. Customer experience involves factors like customer satisfaction, Literature Review on Customer Service Management on Emirates. BUS Services Marketing Group Assignment 2: Literature Review Emirates Airlines Done By: Sheela Mehta Date: 14/11/ Literature Review on Customer Service Management Introduction One among many of the definitions given to customer service by Jay Kandampully () in his book “ Service Management: A New Paradigm in