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We develop a framework to facilitate customer engagement in service (CES) based on the service-dominant (S-D) logic. A novel feature of this framework is its applicability and relevance for firms operating both in developed and emerging markets. First, we conduct a qualitative study involving service managers from multinational companies (MNCs) across the developed and emerging markets to understand the practitioner viewpoints. By integrating the insights from the interviews and the relevant academic literature, this framework explores how interaction orientation and omnichannel model can be used to create positive service experience. We also identify the factors that moderate the service experience, and categorize them as follows: offering-related, value-related, enabler-related, and market-related. Further, we also propose that perceived variation in service experience moderates the influence of service experience on satisfaction and emotional attachment, which ultimately impacts customer engagement (CE). From these factors, we advance research propositions that discuss the creation of positive service experience. One of the study's key contributions is that MNCs can focus their attention on the moderators to ensure consistency in positive service experience, in an effort to enhance CE., Author(s): V. Kumar [sup.1] [sup.2] [sup.3] [sup.4] , Bharath Rajan [sup.1] , Shaphali Gupta [sup.1] [sup.5] , Ilaria Dalla Pozza [sup.6] Author Affiliations: (Aff1) 0000 0004 1936 7400, grid.256304.6, Center [...]

Abstract Purpose--Performance of service desk is critical to an organization. The purpose of this paper is to examine the performance measurement system of a technical assistance center at one of [...]

The notion that firms can improve their innovativeness by tapping users and customers for knowledge has become prominent in innovation studies. Similar arguments have been made in the marketing literature. [...]

Ways on how service providers can make their encounters with customers more positive are discussed. It is believed that service organizations will need to determine how emotions, trust, and feelings regarding control shape customer perception. Making information available to customers is important when managing cognitive control.

We consider the operational scheduling or dispatching problem of assigning servicemen to service requests that arrive in real time. The objective is to optimize responsiveness, i.e., to minimize waiting in [...]

Nancy Alfaro is the quintessential practitioner of collaborative public management. More than that, she is a collaborative public manager focused on delivering customer service. Finding herself in the midst of a flurry of activity when San Francisco mayor Gavin Newsom suddenly ordered her to allow same-sex marriages in 2004, she pulled together the resources to perform more than 1,000 weddings in three days. Now, as director of San Francisco's 311 Customer Service Center, Alfaro oversees an operation that has reduced the number of telephone numbers residents may need to call for information and nonemergency services from 2,300 to just one. How Ms. Alfaro accomplished these remarkable tasks can be the source of fruitful lessons for other public officials.

This paper introduces customer experience management to the traditional services plan model. It provides a framework entrepreneurs can use to develop plans that incorporates three types of clues that influence [...]

A study to understand customer-induced stress in call centre work and whether the level of stress changed depending on audio or video conferencing is conducted. Results indicate that time pressure, customer behavior increased stress while video conferencing did not.

A fictitious customer service scenario is presented, with contributors providing advice. The issue focuses on addressing unhappy customers' complaints; advice offered includes ensuring respectful and fair treatment of customers, and disengaging from clients who cannot be appeased.

Integrating justice and customer service literatures, this research examines the role of customer service employees' behaviors of handling customer complaints, or service recovery performance (SRP), in conveying a just image of service organizations and achieving desirable customer outcomes. Results from a field study and a laboratory study demonstrate that the dimensions of SRP--making an apology, problem solving, being courteous, and prompt handling--positively influenced customer satisfaction and then customer repurchase intent through the mediation of customer-perceived justice. In addition, service failure severity and repeated failures reduced the positive impact of some dimensions of SRP on customer satisfaction, and customer-perceived justice again mediated these moderated effects. Keywords: customer service, service failure, employee performance, justice, customer satisfaction and loyalty

Customer service management in retail stores by implementing social capital theory is discussed.

Challenges faced by companies while handling product returns are discussed. Effective product returns strategies to enhance the levels of customer service are presented.

Byline: Jonathan R. Anderson (1) Keywords: service management; customer-service employees Abstract: Our economy is slowly shifting from a manufacturing base to a service base. Yet, management literature has been slow to respond. We know little about the unique challenges faced by managers in the service sector. This paper reviews literature on research on management practice and employee perceptions that lead to positive customer outcomes. Specifically, relational coordination efforts by a manager are suggested to lead to specific employee behaviors that have been correlated with customer outcomes. This literature review and conceptual development are presented here in hopes that future research will take a deeper look at the challenges faced by service sector managers. Author Affiliation: (1) Management and Business Systems, University of West Georgia , Carrollton, GA , 30118-3030, USA Article History: Registration Date: 12/10/2005 Online Date: 29/11/2005

Queueing theory, which is used to examine customer waiting time under cross-trained workers of retail facility, is presented.

Voice over Internet protocol is a primary tool for innovations in coordinating information, employees, and clients. Its roles in business communication, brand building, customer service, productivity improvement, and strategic planning are described.

Guidelines are presented for forging a link between employees and the brand to improve customer service. These focus on leveraging employees' areas of expertise, fostering community spirit, sharing the business context such as performance and strategy, and promoting morale.

Lean consumption focuses on addressing consumer needs promptly and accurately, with a specific emphasis on not wasting the customer's time. Components that make lean consumption possible, such as advances in information technology and logistics, are discussed.