Mitra Madanchian
Research Club, Hamta Business Corporation, Hamta Group, Vancouver, Canada
Jay Ariken
Fairleigh Dickinson University, New Jersey, USA
Hamed Taherdoost
Department of Arts, Communications and Social Sciences, University Canada West, Vancouver, Canada
Customer service is the act of supporting customers of a business that can break a business or generate profit in the competitive environment with growing customers’ expectations. Regarding the critical role of customer service to differentiate between businesses, it is considered as one of the top considerations in businesses. However, there is a range of key factors that are tied to the success of a customer service provider in offering quality customer service that will eventually lead the business through exceeding or falling short in responding to customers’ expectations. Besides, businesses are prone to face some challenges in the employment of customer services that are required to be addressed. This paper aims to discuss the importance of customer service and the establishment of an efficient customer service strategy in business considering different influential factors that affect offering quality customer services. It also explains challenges that businesses may face in providing amazing customer services and how to address them.
[1] Kumar, A., 2017. Effect of service quality on customer loyalty and the mediating role of customer satisfaction: an empirical investigation for the telecom service industry. Journal of Management Research and Analysis. 4(4), 159-166.
[2] Tien, N.H., Anh, D.B.H., Vu, N.T., et al., 2021. Customer service culture at VIB bank in Vietnam. Himalayan journal of economics business and management. 2(4), 70-77.
[3] Harris, E.K., 2013. Customer service: A practical approach: Prentice Hall.
[4] Juanamasta, I.G., Wati, N.M.N., Hendrawati, E., et al., 2019. The role of customer service through customer relationship management (Crm) to increase customer loyalty and good image. International Journal of Scientific and Technology Research. 8(10), 2004-2007.
[5] Phuong, L.P.T., Young-joo, A., 2021. Service climate and empowerment for customer service quality among Vietnamese employees at restaurants. Sustainability. 13(3), 1172.
[6] Goodman, J., 2019. Strategic customer service: Managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits: Amacom.
[7] WA, N.A., 2018. The Impact of Interpersonal Communication toward Customer Satisfaction: The Case of Customer Service of Sari Asih Hospital. In MATEC Web of Conferences. EDP Sciences. 150, 05087.
[8] An, M.A., Han, S.L., 2020. Effects of experiential motivation and customer engagement on customer value creation: Analysis of psychological process in the experience-based retail environment. Journal of Business Research. 120, 389-397.
[9] Potipiroon, W., Srisuthisa-ard, A., Faerman, S., 2019. Public service motivation and customer service behavior: Testing the mediating role of emotional labour and the moderating role of gender. Public Management Review. 21(5), 650-668.
[10] Chao, E., 2020. Leadership and Customer Service. In Customer Service Management in Africa. Productivity Press. pp. 161-175.
[11] Huang, P.L., Lee, B.C., Chen, C.C., 2019. The influence of service quality on customer satisfaction and loyalty in B2B technology service industry. Total Quality Management & Business Excellence. 30(13-14), 1449-1465.
[12] Batra, M.M., 2017. Customer experience-an emerging frontier in customer service excellence. In Competition Forum. American Society for Competitiveness. 15(1), 198-207.
[13] Barua, Z., Aimin, W., Hongyi, X., 2018. A perceived reliability-based customer satisfaction model in self-service technology. The Service Industries Journal. 38(7-8), 446-466.
[14] Vollero, A., Sardanelli, D., Siano, A., 2021. Exploring the role of the Amazon effect on customer expectations: An analysis of user generated content in consumer electronics retailing. Journal of Consumer Behaviour.
[15] Xu, Y., Shieh, C.H., van Esch, P., et al., 2020. AI customer service: Task complexity, problem-solving ability, and usage intention. Australasian marketing journal. 28(4), 189-199.
[16] Narayana, V., Durga, A.K., 2017. Customer Segmentation A Case Of Increase In Customers Satisfaction Levels With Segment-Specific Customer Service Strategies. International Journal of Computer Engineering & Technology (IJCET). 8(6), 89-94.
Copyright © 2022 Author(s)
This is an open access article under the Creative Commons Attribution-NonCommercial 4.0 International (CC BY-NC 4.0) License.
