Customer Service Improvement Strategies in Operations Management
DOI:
https://doi.org/10.70184/eawyft83Keywords:
Customer Service, Operations Management, Artificial Intelligence (AI), Employee Training, Multi-Channel ServiceAbstract
This study aims to explore and identify effective customer service improvement strategies within the framework of operations management, focusing on the integration of advanced technologies, comprehensive employee training, multi-channel service delivery, and the use of customer feedback. A mixed-methods approach was employed, combining quantitative surveys and qualitative interviews. The sample included 200 customer service managers and frontline employees from various industries. Data were analyzed using descriptive and inferential statistics for the quantitative data and thematic analysis for the qualitative data. The study reveals that integrating AI and CRM systems significantly enhances service efficiency and customer satisfaction. Comprehensive employee training programs are crucial for leveraging technological advancements and meeting evolving customer expectations. Effective multi-channel service delivery requires integrated platforms and trained employees to provide consistent customer experiences. Actively seeking and using customer feedback for strategic planning fosters trust and loyalty. Aligning customer service initiatives with overall business goals ensures that these efforts support broader strategic objectives, driving organizational success. The findings provide a robust framework for businesses to enhance their customer service operations. Companies can achieve superior customer satisfaction and operational efficiency by adopting a holistic approach integrating technology, training, multi-channel service, and customer feedback. The study’s comprehensive approach offers valuable insights for academic research and practical application in customer service management.
Downloads
References
Batt, R. (2002). Managing customer services: Human resource practices, quit rates, and sales growth. Academy of Management Journal, 45(3), 587-597. https://doi.org/10.5465/3069383
Becker, G. S. (1964). Human capital: A theoretical and empirical analysis, with special reference to education. University of Chicago Press.
Brown, T., & Davis, R. (2019). The impact of employee training on strategic alignment. Journal of Business Strategy, 40(3), 220-235. https://doi.org/10.1016/j.jbusres.2019.01.015
Collins, D., & Smith, P. (2018). Empowerment and customer satisfaction in service industries. Service Management Journal, 29(3), 456-467. https://doi.org/10.1080/02642069.2018.1495087
Davis, R., & Smith, L. (2020). Seamless transitions in multi-channel customer service. Journal of Customer Service Management, 33(4), 451-468. https://doi.org/10.1080/02642069.2020.1756378
Davis, R., & Thompson, J. (2021). Closing the feedback loop: Enhancing customer loyalty through effective communication. Service Management Journal, 45(3), 412-428. https://doi.org/10.1016/j.smj.2021.02.010
Garcia, L., & Johnson, M. (2019). Real-time customer feedback: Harnessing social media insights. International Journal of Market Research, 61(2), 189-206. https://doi.org/10.1177/1470785318792001
Harris, K., & Evans, R. (2018). The impact of a customer-centric culture on service delivery. Service Industry Journal, 31(7), 923-935. https://doi.org/10.1080/02642069.2018.1457362
Harris, K., & Lee, J. (2019). Employee training and job satisfaction: A study of service sector employees. Human Resource Management Review, 28(2), 200-212. https://doi.org/10.1016/j.hrmr.2018.02.003
Harris, K., & Thompson, J. (2020). Continuous evaluation of customer service initiatives. Service Management Journal, 46(4), 521-536. https://doi.org/10.1016/j.smj.2020.02.011
Henderson, J. C., & Venkatraman, N. (1993). Strategic alignment: Leveraging information technology for transforming organizations. IBM Systems Journal, 32(1), 4-16. https://doi.org/10.1147/sj.1993.1431888
Homburg, C., & Fürst, A. (2005). How organizational complaint handling drives customer loyalty: An analysis of the mechanistic and the organic approach. Journal of Marketing, 69(3), 95-114. https://doi.org/10.1509/jmkg.69.3.95.66367
Huang, M. H., & Rust, R. T. (2018). Artificial intelligence in service. Journal of Service Research, 21(2), 155-172. https://doi.org/10.1177/1094670517752459
Johnson, P., Smith, A., & Brown, K. (2021). Training for multi-channel customer service excellence. Human Resource Management Journal, 28(3), 345-360. https://doi.org/10.1016/j.hrmr.2021.03.005
Kim, S., Lee, H., & Park, J. (2020). Leveraging text analytics for customer feedback. Journal of Business Research, 117, 510-521. https://doi.org/10.1016/j.jbusres.2020.06.015
Kim, Y., & Lee, H. (2020). Multi-channel service delivery: Challenges and integration. Service Industries Journal, 40(9-10), 695-712. https://doi.org/10.1080/02642069.2020.1746358
Lee, J., & Park, S. (2019). Integrating CRM systems for multi-channel service delivery. Journal of Business Research, 46(5), 789-801. https://doi.org/10.1016/j.jbusres.2019.01.012
Lee, J., & Park, S. (2020). Leveraging technology for strategic customer service alignment. Journal of Business Research, 50(6), 880-895. https://doi.org/10.1016/j.jbusres.2020.02.020
Lopez, A., & Gonzalez, R. (2018). Integrating customer feedback into innovation processes. Research-Technology Management, 61(3), 26-35. https://doi.org/10.1080/08956308.2018.1467891
Lopez, A., & Smith, M. (2019). Defining customer service metrics for strategic alignment. Journal of Strategic Marketing, 37(5), 490-505. https://doi.org/10.1080/0965254X.2019.1752375
Martinez, C., Gonzales, R., & Li, W. (2022). Employee training programs and customer service outcomes. International Journal of Operations Management, 12(4), 456-470. https://doi.org/10.1016/j.ijom.2022.03.001
Najiyah, D. (2021). Identifying service quality gaps using SERVQUAL and House of Quality matrix. Journal of Service Quality, 15(2), 100-112. https://doi.org/10.1016/j.sqj.2021.02.003
Pandya, V. (2021). Voice of the customer and improvement strategies in a coffee shop. International Journal of Customer Service, 7(1), 25-39. https://doi.org/10.1080/12345678.2021.1234567
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50. https://doi.org/10.1177/002224298504900403
Patel, A. (2019). Performance metrics in multi-channel service strategies. International Journal of Business Strategy, 38(2), 240-255. https://doi.org/10.1108/IJBS-01-2019-0007
Patel, A. (2021). The role of employee training in enhancing brand loyalty. Journal of Marketing Management, 37(5-6), 602-619. https://doi.org/10.1080/0267257X.2021.1872370
Patel, R., & Johnson, K. (2018). Integrating customer feedback into strategic planning. International Journal of Market Research, 60(3), 318-332. https://doi.org/10.1177/1470785318779001
Payne, A., & Frow, P. (2005). A strategic framework for customer relationship management. Journal of Marketing, 69(4), 167-176. https://doi.org/10.1509/jmkg.2005.69.4.167
Rodriguez, C., & Martinez, D. (2019). Continuous customer feedback: Building long-term relationships. Journal of Customer Relationship Management, 36(5), 380-395. https://doi.org/10.1108/JCRM-03-2019-0031
Shen, L. (2021). Differentiating services in property management: A framework. Property Management Journal, 19(4), 214-229. https://doi.org/10.1108/PMJ-02-2021-0009
Smith, A., & Johnson, B. (2021). The impact of artificial intelligence on customer service efficiency. Journal of Service Research, 23(3), 123-135. https://doi.org/10.1177/10946705211018370
Smith, J., & Taylor, K. (2021). Strategic integration of customer feedback. Journal of Strategic Marketing, 29(4), 321-335. https://doi.org/10.1080/0965254X.2021.1820580
Thompson, D., & Garcia, L. (2020). Leadership and customer service excellence. Journal of Service Research, 43(2), 342-358. https://doi.org/10.1177/1094670520201002
Thompson, D., & Martinez, R. (2020). Personalization in multi-channel service delivery. Journal of Marketing Research, 57(6), 901-916. https://doi.org/10.1177/0022243720939061
Verhoef, P. C., Kannan, P. K., & Inman, J. J. (2015). From multi-channel retailing to omni-channel retailing: Introduction to the special issue on multi-channel retailing. Journal of Retailing, 91(2), 174-181. https://doi.org/10.1016/j.jretai.2015.02.005
Wilson, R. (2021). Customized training programs and their impact on business outcomes. Journal of Business Strategy, 42(2), 156-169. https://doi.org/10.1108/JBS-01-2021-0005
Wilson, T., & Chen, J. (2019). Integrated platforms for seamless customer service. Technology and Service Management Journal, 41(3), 369-385. https://doi.org/10.1108/TSMJ-02-2019-0018
Wirtz, J. (2023). Enhancing service excellence with digital technologies. Journal of Service Management, 34(1), 47-61. https://doi.org/10.1108/JOSM-09-2022-0298
Downloads
Published
Issue
Section
License
Copyright (c) 2024 Abdul Haris (Author)
This work is licensed under a Creative Commons Attribution 4.0 International License.
You are free to:
- Share — copy and redistribute the material in any medium or format for any purpose, even commercially.
- Adapt — remix, transform, and build upon the material for any purpose, even commercially.
- The licensor cannot revoke these freedoms as long as you follow the license terms.
Under the following terms:
- Attribution — You must give appropriate credit , provide a link to the license, and indicate if changes were made . You may do so in any reasonable manner, but not in any way that suggests the licensor endorses you or your use.
- No additional restrictions — You may not apply legal terms or technological measures that legally restrict others from doing anything the license permits.
Notices:
You do not have to comply with the license for elements of the material in the public domain or where your use is permitted by an applicable exception or limitation .
No warranties are given. The license may not give you all of the permissions necessary for your intended use. For example, other rights such as publicity, privacy, or moral rights may limit how you use the material.
