customer service delivery research and best practices

Customer Service Delivery Research and Best Practices Lawrence Fogli, Editor Foreword by Eduardo Salas [...]... psychology principles and practices have been involved in assisting organizations to both define the vision and implement the strategies The purpose of this book is to integrate our research and practices to provide for common understanding and sharing of our knowledge for best practices in customer service delivery We will provide a framework for customer service as a process and an outcome The book... parts: Part One, “What Is Customer Service? ” provides definitions and explains customer service as a process and as an outcome Topics addressed are customer expectations, loyalty, satisfaction and dissatisfaction, products versus service delivery, tangible versus intangible service, measurement, brand equity, job and industry differences, regional and cultural differences, and organizational impact... employeecustomer contact is being engineered out, and he describes other negative consequences of technology-driven service systems, like loss of privacy and spam Lemon reviews how brands and service coevolve and how brand equity and service expectations are related He notes that service delivery will become more complex as more products are introduced, technology delivery systems develop, and market... “Organizational Change Management for Service Quality,” includes strategies and tactics to improve and manage service delivery and provides case examples of how organizations have successfully improved and managed customer service Diane Catanzaro and Eduardo Salas (Chapter Seven) describe the aspects of service encounters between employees and customers that lead to customer service improvement They suggest... segments expand worldwide Part Two, “Employees and Customer Service, ” is devoted to HR staffing practices and service delivery Jerry Kehoe and David Dickter (Chapter Five) discuss task requirements of service jobs, performance expectations, service competencies, specific knowledge skills, abilities, and other characteristics needed to perform service jobs They provide a selection strategy for hiring service. .. psychologist and an accredited senior professional in human resources, and he received his Ph.D in organizational psychology from the University of Tennessee Customer Service Delivery PART 1 What Is Customer Service? CHAPTER 1 Customer Service from the Customer s Perspective Stephanie D Kendall A customer is anyone who receives products or services; customers can be internal or external to the organization and. .. discrete service experience (customer service) to a broader evaluation of services (service quality) Customer satisfaction is a broad attitude about the organization, taking into consideration service, but also products and available alternatives And finally, customer loyalty moves from attitude to behavior toward the organization Each of 3 4 CUSTOMER SERVICE DELIVERY Exhibit 1.1 Definitions of Service- Related... improve and implement customer service through the Internet and customer relationship management software He discusses recent workforce and organizational changes that drive the use of technology to service both internal and external customers Service worker performance is categorized as prescribed, voluntary, and proscribed Scott Brooks, Jack Wiley, and Emily Hause (Chapter Three) review the service- profit... Virginia and teaches undergraduate and graduate courses in industrial and organizational psychology She has consulted on service quality and service encounter–related issues in a variety of settings, including the health care industry and law enforcement agencies Her research and practice have included service encounter training and service climate–related interventions in nursing homes, examination of service. .. AUTHORS xxiii ing and promotion systems, employee and customer surveys, and performance assessment feedback He is the creator of ServiceFirst, a test designed to hire service- oriented employees, and the developer of the Sales and Service Excellence System He also coined the term total service delivery Fogli has been published in professional journals and books on a variety of topics and is a member of . People Douglas W. Bray and Associates