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Bakalauro baigiamajame darbe analizuojamas įmonės APB „Apranga“ darbuotojų požiūris į klientų aptarnavimo kokybę kaip į paslaugos kokybės įvertinimo būdą. Teorinėje darbo dalyje pateikiama paslaugos samprata bei paslaugų kokybės vertinimo modeliai, paremti Ch.Gronroos (1990) požiūriu, kad paslaugų kokybė gali būti vertinama dviem aspektais - techniniu bei funkciniu kokybės patyrimu. Pateikiama klientų aptarnavimo samprata bei trumpai pristatomas klientų aptarnavimo standartas kaip priemonė aptarnavimo kokybei valdyti ir darbuotojų profesionalumui vertinti. Empirinėje darbo dalyje remiantis įmonės APB „Apranga“ Šiauliuose darbuotojų įsivertinimu atlikta požiūrio į klientų aptarnavimo kokybę analizė, leidžianti identifikuoti klientų aptarnavimo problemas ir pateikti rekomendacijas įmonei klientų aptarnavimui gerinti. / The final bachelor thesis covers the analysis of APB „Apranga“employees‘opinion towards the quality of customer service as an evaluation method of service quality. The theoretical part presents the conception of service and available methods for service quality evaluation based on Ch.Gronroos (1990) position, which states that service quality might be evaluated in terms of two aspects – technical and functional quality experience. The work introduces the conception of customer service as well as a customer service standard as a tool to manage the service quality and evaluate the employees’ competence. The analysis regarding the opinion towards the quality of customer service was performed in the empirical part of thesis in accordance to the employees’ self-evaluation in APB „Apranga”, city of Šiauliai. This analysis enables to identify the problems of customer service and provide the recommendations on purpose to increase the quality of customer service in APB „Apranga”, city of Šiauliai.

Bakalauro baigiamajame darbe analizuojama klientų aptarnavimo kokybė „Sarma by Douglas“ parduotuvės įsikūrusios Šiaulių mieste pavyzdžiu. Teorinėje darbo dalyje, analizuojant Lietuvos bei užsienio autorių mokslinę literatūrą, aptariama aptarnavimo kokybės samprata, pateikiami įvairūs užsienio autorių kokybės apibrėžimai, pateikiami skirtingi požiūriai į kokybę. Taip pat teoriniu kontekstu detaliau analizuojama klientų aptarnavimo kokybė. Šioje dalyje pateikiami trys kokybės vertinimo modeliai: SERVQUAL, SERVPERF bei mažmeninės paslaugų kokybės matavimo modelis RSQS (Retail Service Quality Scale). Šis modelis pasirinktas empiriniam tyrimui, kadangi „Sarma by Douglas“ yra mažmeninės prekybos parduotuvė. Tyrimo tikslas – atlikti klientų aptarnavimo kokybės vertinimą „Sarma by Douglas“ pavyzdžiu. Tyrimo imtis. Apklausoje dalyvavo 128 respondentai, apsilankę kosmetikos ir parfumerijos prekių parduotuvėje „Sarma by Douglas“ įsikūrusioje prekybos centre „Saulės miestas“. Tyrimo laikas. Anoniminė anketinė apklausa „Sarma by Douglas“ parduotuvėje (prekybos centre „Saulės miestas“) atlikta nuo 2014 m. kovo 17d. iki balandžio 4d. Tyrimui pasirinktas anketinės apklausos (raštu) metodas. Tyrimo rezultatai ir išvados. Tyrimo metu nustatyta, kad klientai kaip svarbiausią savybę reikalingą konsultantui įvardija aistrą darbui. Dauguma apklaustųjų kaip svarbiausius konsultanto įgūdžius įvardija profesinius gebėjimus. Tokius kaip: gebėjimą atsakyti į kliento klausimus bei išmanymą apie... [toliau žr. visą tekstą] / Bachelor Thesis analyzes the quality of customer service by the example of „Sarma by Douglas“ stores located in the city of Šiauliai. Theoretical part of the work analyzes scientific literature of Lithuanian and foreign authors, discusses the concept of service quality, presents various definitions of quality by a number of foreign authors and different approaches to quality. In this part of the work the quality of customer service is analyzed in a more detailed way. In the theoretical part of the thesis three models of quality evaluation are introduced: SERVQUAL, SERVPERF and RSQS (Retail Service Quality Scale). This model was chosen for the empirical part of the thesis, because „Sarma by Douglas“ is a retail store. Aim of the study – to perform the evaluation of the quality of customer service by the example of „Sarma by Douglas“ . Sample of study. The survey involved 128 respondents, that have visited cosmetics and perfume store „Sarma by Douglas“ located in shopping center „Saulės miestas“. Time of study. Anonymous questionnaire in „Sarma by Douglas“ store (shopping center „Saulės miestas“) performed from 17 March, 2014 to 4 April, 2014. For this study questionnaire (in writing) method was selected. Results and conclusions of the study. The study shows, that customers identify passion for work as the most important feature of the sales person. The majority of respondents identify professional skills, such as the ability to respond to customer questions and knowledge... [to full text]

Internationally, as well as locally, the trend is for companies to use call centres as their preferred method of service delivery. The increase in the use of call centres as a service delivery mechanism thus provides many more employment opportunities. Within call centres, service is primarily delivered by frontline employees referred to as customer service representatives (CSRs). While nothing seems to stop the growth of call centres and the increase of employment opportunities within them, working in call centres is not necessarily experienced as pleasant. Working in a call centre is frequently seen as stressful and the work in such a centre can foster burnout. Burnout is considered to be a pathogenic construct. The first purpose of this study was to describe and investigate the contribution of six central characteristics (antecedents) of call centre work environments and their influence on burnout, affective commitment and turnover intentions. These characteristics were work overload; electronic performance monitoring; lack of career and promotion opportunities, lack of skill variety and emotional labour. An incidental sample of customer service representatives (N=146) was obtained from the inbound service call centre of a large financial company. AU six independent variables were found to be significantly related to the experience of burnout, affective commitment and turnover intentions. Multiple regression analysis made it possible to establish that work overload, lack of career and promotion opportunities and skill variety, and emotional labour were the most important predictors of burnout, whereas lack of career and promotion opportunities was the most significant predictors of both affective commitment and turnover intentions. Burnout had a direct effect on turnover intentions and was not mediated by affective commitment. One antecedent that is often associated with the development of burnout is daily hassles, but daily hassles as an antecedent of burnout in call centres has not been studied before. The second purpose of this study was to develop a short Call Centre Daily Hassle Diagnostic Questionnaire that could be used to identify the most common daily hassles that call centre agents experience in their working lives, both within the work environment and within their day-to-day personal lives, and to determine the relationship between it and burnout. A cross-sectional survey research design was used with an accidental sample (N=394) taken from a service and sales call centre. An exploratory factor analysis of the data resulted in a six-factor model of daily hassles within call centres that significantly predicted exhaustion. The factors were daily demands, continuous change, co-worker hassles, demotivating work environment, transportation hassles and inner concerns. In the third part of this research thesis there is a shift away from the pathogenic paradigm towards a more salutogenic/fortigenic paradigm. Very little previous research has been done on adult resilience. The purpose of the third study was to explore the concept of adult resilience and to identify and describe the protective and vulnerability factors that play a role in adult resilience. Through the use of an exploratory factor analysis, eight factors were identified that played a role in adult resilience. They were Confidence and Optimism, Positive Reinterpretation, Facing Adversity, Support, Determination, Negative Rumination, Religion and Helplessness. Based on the findings of this research, some practical recommendations were made for the management of call centres to reduce the development of burnout and turnover intentions, on how to utilise the Hassle-based Diagnostic Scale and on how to apply the Adult Resilience Indicator in the training and development of resilience. / Thesis (Ph.D. (Industrial Psychology) )--North-West University, Potchefstroom Campus, 2007.

Internationally, as well as locally, the trend is for companies to use call centres as their preferred method of service delivery. The increase in the use of call centres as a service delivery mechanism thus provides many more employment opportunities. Within call centres, service is primarily delivered by frontline employees referred to as customer service representatives (CSRs). While nothing seems to stop the growth of call centres and the increase of employment opportunities within them, working in call centres is not necessarily experienced as pleasant. Working in a call centre is frequently seen as stressful and the work in such a centre can foster burnout. Burnout is considered to be a pathogenic construct. The first purpose of this study was to describe and investigate the contribution of six central characteristics (antecedents) of call centre work environments and their influence on burnout, affective commitment and turnover intentions. These characteristics were work overload; electronic performance monitoring; lack of career and promotion opportunities, lack of skill variety and emotional labour. An incidental sample of customer service representatives (N=146) was obtained from the inbound service call centre of a large financial company. AU six independent variables were found to be significantly related to the experience of burnout, affective commitment and turnover intentions. Multiple regression analysis made it possible to establish that work overload, lack of career and promotion opportunities and skill variety, and emotional labour were the most important predictors of burnout, whereas lack of career and promotion opportunities was the most significant predictors of both affective commitment and turnover intentions. Burnout had a direct effect on turnover intentions and was not mediated by affective commitment. One antecedent that is often associated with the development of burnout is daily hassles, but daily hassles as an antecedent of burnout in call centres has not been studied before. The second purpose of this study was to develop a short Call Centre Daily Hassle Diagnostic Questionnaire that could be used to identify the most common daily hassles that call centre agents experience in their working lives, both within the work environment and within their day-to-day personal lives, and to determine the relationship between it and burnout. A cross-sectional survey research design was used with an accidental sample (N=394) taken from a service and sales call centre. An exploratory factor analysis of the data resulted in a six-factor model of daily hassles within call centres that significantly predicted exhaustion. The factors were daily demands, continuous change, co-worker hassles, demotivating work environment, transportation hassles and inner concerns. In the third part of this research thesis there is a shift away from the pathogenic paradigm towards a more salutogenic/fortigenic paradigm. Very little previous research has been done on adult resilience. The purpose of the third study was to explore the concept of adult resilience and to identify and describe the protective and vulnerability factors that play a role in adult resilience. Through the use of an exploratory factor analysis, eight factors were identified that played a role in adult resilience. They were Confidence and Optimism, Positive Reinterpretation, Facing Adversity, Support, Determination, Negative Rumination, Religion and Helplessness. Based on the findings of this research, some practical recommendations were made for the management of call centres to reduce the development of burnout and turnover intentions, on how to utilise the Hassle-based Diagnostic Scale and on how to apply the Adult Resilience Indicator in the training and development of resilience. / Thesis (Ph.D. (Industrial Psychology) )--North-West University, Potchefstroom Campus, 2007.

It is essential for service companies to understand how their customer service experiences are formed. This is especially important since service experiences are highly subjective and involve customers cognitively, emotionally and behaviorally. Although customer service experiences are a well recognised research topic in both, culinary arts and service research, dynamic interactions, activities and the customers’ active involvement have so far gained little attention. As a consequence the approach in previous research paints a rather static picture of customer service experiences. By introducing the principles of service dominant logic a first person view and the understanding of drivers of customer service experiences could be facilitated. The overall aim of the thesis is to extend and deepen the understandin of drivers of favourable and unfavourable customer service experiences.The context selected is the restaurant context. The overall aim is reflected in four intermediate aims. Two separate studies were conducted. First a two-stage questionnaire based study, describing the phone reservation encounter compared to dining satisfaction; second a critical incident technique study including 195 short narratives of customers’ favourable and unfavourable service experiences at restaurants. Interview data were analysed according to constant comparative analysis principles.The main empirical contributions of this thesis are the move from static descriptions of service to examining dynamic drivers of favourable and unfavourable customers’ service experiences, and especially the analysis of social interactions as a driver of service experiences and the categorisation of drivers. Theoretically the thesis introduces the experience driver constellation, reflecting the dynamic process of co-creation in specific situations,when favourable and unfavourable customer service experiences are formed. Suggestions are made to develop the Five Aspects Meal Model and the Experience Room Framework through the addition of actors, the exterior environment and organisational routines to the models.

The Malaysian property development industry contends with economic challenges arising from increased competition and property glut in the market. The situation is further worsen by the onslaught of world disasters for example tsunamis, earthquakes, bird flu pandemic and terrorist attacks, thus weakening the spending power of property buyers and investors. This exploratory research therefore investigated the importance of Emotional Intelligence (EQ) in enhancing customer service for sustainable competitive advantage. Guided by an analytical framework, it reviewed the key issues in the context of customer service within the Malaysian property development industry, the existing challenges faced by Malaysian property development companies, emotional intelligence (EQ) and training and development.The identified research gaps permitted the crafting of three Research Propositions. The combined outputs from the literature review, analysis of the research data and conclusions provided useful insights on the research problem. The case study methodology, supplemented by two other categories of exploratory research, namely experience surveys and one-on-one interviews, were the research techniques used to test the research propositions.The participants involved in the experience survey and one-on-one interviews included Heads of Department from the case-study company, Frontline employees, existing clients and vendors supplying goods and services to the case-study company. The procedure of data analysis consisted of examining, categorising, tabulating and recombining the evidence to address the research problem and the related research questions.The testing, by this research, yielded useful insights on the research problem.First, in order for Malaysian property developers to gain a sustainable competitive advantage, there is a need for fresh emphasis and commitment towards customer service, placing special focus on the development of employees in the area of emotional intelligence (EQ) through the reinforcement of emotional competencies. Despite efforts to enhance customer service through training programmes, the lack of effectiveness needs to be addressed and new measures should be undertaken.Second, the need for Malaysian property development companies to understand the importance of building a service culture and to begin by formulating and implementing a service strategy and it is here that leadership plays a critical role in ensuring the success of every customer service programme throughout the entire organisation. This suggests that new approaches to creating a service culture are necessary, benchmarking with best practices of service leaders around the world, even from different industries. Third, the need for the customer service training model to be reviewed and revamped. It calls for new emphasis on the development of emotional intelligence (EQ) competencies, to ensure training effectiveness and the achievement of customer service excellence through human capital.Finally, the research findings permitted the construct of a policy framework for securing sustainable competitive advantage. The research yielded useful insights for theory and model building. In respect of enhancing customer service to achieve sustainable competitive advantage in the Malaysian property development market, the research findings suggested a Service Culture Development Model that will ensure that customer service excellence can be maintained and delivered consistently, leading to a sustainable competitive advantage in the marketplace. In respect of enhancing customer service through the development of EQ competencies in every employee and throughout the organisation, the research findings suggested a new Customer Service Training Model, where EQ competencies development programme becomes the pre-requisite foundational programme for all employees, prior to the training of customer service skill-sets. In order to create a service culture throughout the entire organisation, a customer service-oriented organisation will ensure that all employees, including top management personnel, participate in the EQ development programme.Follow-up research to test a model, based on this framework should further contribute to new theory development in emotional intelligence impacting customer service in the Malaysian property development industry.

Automatisering av kundtjänster genom implementering av chatbotar blir allt vanligare för att kunna erbjuda kunder en mer tillgänglig och effektiv service. Vid implementering av chatbotar i kundtjänster lämnas den mänskliga kontrollen och kundens upplevelse delvis över till ett digitalt system, vilket ställer krav på utformning av chatbotars dialoger. Syftet med arbetet är att ta fram en artefakt i form av en chatbot och utveckla dess dialog för en framtida implementation i en kundtjänst. Arbetet ämnar att ta fram designprinciper för utformning och utveckling av chatbotar och deras dialoger i en kundtjänstmiljö. Den forskningsmetod som tillämpades vid utvecklingen av artefakten var Design Science Research Methodology (DSRM). En litteraturstudie genomfördes och data samlades in genom möten samt en intervju med det företag som varit uppdragsgivare till arbetet. Arbetet resulterade i en demosida innehållande en chatbot, samt en sida för administratörer där de har en översikt av chatbotens genomförda interaktioner. Tre designprinciper togs även fram för utveckling av chatbotars dialog inom kundtjänst, vilka blev arbetets bidrag. De slutsatser som identifierades var att en chatbot bör kontrollera att användaren fått svar på sitt kundtjänstärende, en chatbot bör erbjuda mänsklig service vid missförstånd, en chatbot kan inte ersätta mänsklig service fullt ut samt att en chatbot bör ha en strukturerad datainsamling av genomförda interaktioner för att kunna utveckla och förbättra chatbotens dialog. / Automation of customer service through implementation of chatbots is becoming increasingly common in order to provide customers with a more accessible and efficient service. When implementing chatbots in customer services, human control and the customer experience are partially shifted to a digital system, which puts requirement on the chatbot’s dialogue. The purpose of this report is to develop an artifact for a client. The artifact is a web page containing a chatbot. The report aims to develop design principles for development of chatbots and their dialogues in a customer service. The research method used in the development of the artifact was Design Science Research Methodology (DSRM). A literature study was conducted, and data was collected through meetings and an interview with the client. The report resulted in a demo page containing a chatbot and a page for administrators with an overview of saved chats. Three design principles were also formulated for developing chatbots in customer service, which is the contribution of the report. The conclusions identified were that a chatbot should check that the user got the correct answer, a chatbot should offer human service in case of misunderstanding, a chatbot cannot fully replace human service and a chatbot should have a structured data collection of completed interactions for developing and improvement of the chatbot’s dialogue.

Submitted by Noeme Timbo (noeme.timbo@metodista.br) on 2016-09-12T17:54:01Z No. of bitstreams: 1 Deise Balek Lahoz.pdf: 3674427 bytes, checksum: 389bd48e76a52f247a79585185d9ae27 (MD5) / Made available in DSpace on 2016-09-12T17:54:01Z (GMT). No. of bitstreams: 1 Deise Balek Lahoz.pdf: 3674427 bytes, checksum: 389bd48e76a52f247a79585185d9ae27 (MD5) Previous issue date: 2016-04-25 / Study on the communication practices of post-sales area in social networks on-line, regarding the service of companies and channels available for interaction to the consumers. Among the steps, there was an analysis of consumer habits to conduct searches on social networks on-line; in order to draw the attention of companies on after-sales problems in these channels (complaints, technical questions, suggestions, etc.). The main objective was to develop chronologically and structured communication practices in after-sales through various channels of SAC; recovering the evolutionary phases of the SAC, consumer protection law, since the analog era (without internet access and spontaneous), until the arrival of social networking online. For this study were performed: bibliographic, exploratory and documental survey on the area of after-sales, relationship marketing and research results on the habits of consumers connected to the Internet; presentation of cases that exemplify the communication market practices; interview applied with eight market experts; and electronic form applied with managers of call centers. With all of these analyzes, it was possible to draw a diagnosis of the current situation of the customer service area of the selected companies in the online social networks, in addition to significantly reinforce the idea of consumer content producer (prosumer) and the change in the flow communicational consumer versus business. / Estudo sobre as práticas comunicacionais da área de pós-vendas nas redes sociais on-line, com relação ao atendimento das empresas e os canais por elas disponibilizados para interação com o consumidor. Dentre as etapas, realizou-se uma análise sobre os hábitos dos consumidores de realizar buscas nas redes socais on-line; com o intuito de chamar a atenção das empresas sobre problemas de pós-venda nestes canais (reclamações, dúvidas técnicas, sugestões etc.). O objetivo principal foi elaborar de forma cronológica e estruturada a práticas de comunicação no pós-venda por meio dos diversos canais do SAC; resgatando as fases evolutivas do SAC, a lei de proteção do consumidor, desde a era analógica (sem acesso à internet e espontânea), até a chegada das redes sociais on-line. Para tal estudo foram realizados: levantamento bibliográfico, exploratório e documental sobre a área de pós-venda, marketing de relacionamento e de resultados de pesquisas sobre os hábitos dos consumidores conectados à internet; apresentação de casos que exemplificam as práticas comunicacionais do mercado; entrevista aplicada com oito especialistas do mercado; e formulário eletrônico aplicado com gestores das centrais de atendimento. Com todas essas análises, foi possível traçar um diagnóstico sobre a realidade atual da área de atendimento ao cliente das empresas selecionadas, nas redes sociais on-line, além de reforçar sensivelmente a ideia do consumidor produtor de conteúdo (prosumer) e a mudança no fluxo comunicacional consumidor versus empresa.

p. 1-110 / Submitted by Santiago Fabio (fabio.ssantiago@hotmail.com) on 2013-03-07T19:10:39Z No. of bitstreams: 1 88888q.pdf: 1473667 bytes, checksum: 7db700f83e8b6688927f7d2e24326d50 (MD5) / Approved for entry into archive by Tatiana Lima(tatianasl@ufba.br) on 2013-03-13T18:47:29Z (GMT) No. of bitstreams: 1 88888q.pdf: 1473667 bytes, checksum: 7db700f83e8b6688927f7d2e24326d50 (MD5) / Made available in DSpace on 2013-03-13T18:47:29Z (GMT). No. of bitstreams: 1 88888q.pdf: 1473667 bytes, checksum: 7db700f83e8b6688927f7d2e24326d50 (MD5) Previous issue date: 2006 / Atualmente, a investigação sobre a satisfação dos clientes em serviços tem tido grande destaque, tanto no meio acadêmico quanto empresarial. Inúmeras pesquisas revelam a importância desses estudos para o desenvolvimento e o crescimento das empresas. Esta pesquisa investigou a satisfação do cliente de telefonia por banda larga (Velox) da Telemar, em Salvador, nos bairros que mais utilizam esse serviço. Através da aplicação de um roteiro de entrevistas semi-estruturado, buscamos identificar a satisfação do cliente em relação às principais dimensões do serviço, a saber: (1) desempenho do serviço; (2) relação custo-benefício, (3) central de atendimento; (4) reparo técnico. A pesquisa verificou ainda que, de maneira geral, a satisfação do cliente com o serviço de banda larga da Telemar pode ser considerada muito boa. Em todas as dimensões, exceto a relação custo - benefício, a maioria dos clientes se declarou bastante satisfeita. / Salvador