The Experts below are selected from a list of 321 Experts worldwide ranked by ideXlab platform
Gabriele Piccoli - One of the best experts on this subject based on the ideXlab platform.
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Toward a Theory of IT-Enabled Customer Service Systems
Business Information Systems, 2020Co-Authors: Gabriele PiccoliAbstract:As the use of Customer Service as a tool to create Customer value and differentiation continues to increase, the set of Customer Services that surround the product rather than the product alone will increasingly become a source of competitive advantage and one of the most critical core business processes. However, there is a lack of a strong conceptual foundation for a Service economy and a lack of theoretical guidance for optimal Customer Service systems design. In this chapter, the authors review past research around information systems facilitating Customer Services and identify the technical and social attributes of IT-enabled Customer Service systems, as well as the functionalities of Customer Service systems enabled by these attributes. Moreover, given the key role of Customers as co-producers of the Customer Service experience, the authors address the role of Customers’ characteristics in IT-enabled Customer Service systems. Finally, they identify existing research gaps and call for future research in these areas.
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The impact of IT-enabled Customer Service systems on Service personalization, Customer Service perceptions, and hotel performance
Tourism Management, 2017Co-Authors: Gabriele Piccoli, Tsz Wai Lui, Bettina GrünAbstract:Customer Service is a critical element of a hotel's strategy and an important lever for differentiation of the hotel's offer. Over the last two decades, information systems have contributed to the transformation of Customer interactions, enabling an unprecedented scale and scope of Service personalization in the tourism industry. This paper reports the results of a mixed method study in a hotel that offers three contributions to the development and refinement of IT-enabled Service personalization theory. It explores the role of signifiers in the design of Customer Service systems, showing that they significantly increase Customer preference elicitation during the learning phase of the Service personalization process. It then demonstrates that improved preference elicitation translates into higher Customer Service evaluations and value perceptions of the hotel. Finally, our study shows that IT-enabled Service personalization creates financial benefits for the hotel via revenue share-shift from costly intermediated to direct distribution channels.
Bettina Grün - One of the best experts on this subject based on the ideXlab platform.
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The impact of IT-enabled Customer Service systems on Service personalization, Customer Service perceptions, and hotel performance
Tourism Management, 2017Co-Authors: Gabriele Piccoli, Tsz Wai Lui, Bettina GrünAbstract:Customer Service is a critical element of a hotel's strategy and an important lever for differentiation of the hotel's offer. Over the last two decades, information systems have contributed to the transformation of Customer interactions, enabling an unprecedented scale and scope of Service personalization in the tourism industry. This paper reports the results of a mixed method study in a hotel that offers three contributions to the development and refinement of IT-enabled Service personalization theory. It explores the role of signifiers in the design of Customer Service systems, showing that they significantly increase Customer preference elicitation during the learning phase of the Service personalization process. It then demonstrates that improved preference elicitation translates into higher Customer Service evaluations and value perceptions of the hotel. Finally, our study shows that IT-enabled Service personalization creates financial benefits for the hotel via revenue share-shift from costly intermediated to direct distribution channels.
Linda C. Malone - One of the best experts on this subject based on the ideXlab platform.
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Determining a cost‐effective Customer Service level
Supply Chain Management: An International Journal, 2008Co-Authors: Mariah M. Jeffery, Renee J. Butler, Linda C. MaloneAbstract:Purpose - The purpose of this paper is to provide an approach for determining inventory levels that result in a minimum cost Customer Service level for specific products based on their demand characteristics and profit margin. Design/methodology/approach - The paper uses logistic regression to quantify the relationship between Customer Service level and inventory on-hand in relation to forecasted demand, as well to estimate the impact of factors such as forecast accuracy, Customer lead-times, and demand variability on this relationship. It then performs financial analysis in order to associate a cost with Customer Service level. Findings - Empirical results based on data from a semiconductor manufacturer indicate significant cost-savings can be achieved by applying the proposed method over the organization's current ad hoc practices. Research limitations/implications - The minimum cost Customer Service level identified via the methodology is based on values of dynamic factors that are specific to the time when data were collected. Therefore, frequent updating is necessary to ensure the Customer Service level remains close to the minimum cost. Future research could identify the ideal frequency for updating inventory levels based on cost minimization and production stability. Originality/value - This research presents an inventory management methodology for organizations with variable, non-stationary demand. In contrast to much of the current inventory modeling literature, in which Service level goals are selected in an ad hoc or a priori manner, this research determines an ideal (minimum cost) Customer Service level from the supplier's perspective based on products' unique characteristics. © Emerald Group Publishing Limited.
Tsz Wai Lui - One of the best experts on this subject based on the ideXlab platform.
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The impact of IT-enabled Customer Service systems on Service personalization, Customer Service perceptions, and hotel performance
Tourism Management, 2017Co-Authors: Gabriele Piccoli, Tsz Wai Lui, Bettina GrünAbstract:Customer Service is a critical element of a hotel's strategy and an important lever for differentiation of the hotel's offer. Over the last two decades, information systems have contributed to the transformation of Customer interactions, enabling an unprecedented scale and scope of Service personalization in the tourism industry. This paper reports the results of a mixed method study in a hotel that offers three contributions to the development and refinement of IT-enabled Service personalization theory. It explores the role of signifiers in the design of Customer Service systems, showing that they significantly increase Customer preference elicitation during the learning phase of the Service personalization process. It then demonstrates that improved preference elicitation translates into higher Customer Service evaluations and value perceptions of the hotel. Finally, our study shows that IT-enabled Service personalization creates financial benefits for the hotel via revenue share-shift from costly intermediated to direct distribution channels.
Matthew Hinton - One of the best experts on this subject based on the ideXlab platform.
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Enhancing Customer Service Operations in E-Business
Electronic Commerce, 2020Co-Authors: David Barnes, Matthew Hinton, Suzanne MieczkowskaAbstract:In today’s increasingly competitive markets, greater emphasis is being placed on Customer Service as a means of achieving competitive advantage. Many organizations believe that e-business can provide opportunities to improve Customer Service operations by enabling them to get closer to the Customer and enhance the organization-to-Customer contact experience. However, use of the Internet fundamentally changes the nature of the Customer contact experience. This article investigates this phenomenon from an operations management perspective, by examining the Customer Service encounter during the business processes of ordering and delivering in e-business. Empirical results from case research investigating eight companies that use e-business in their Customer Service operations are reported and discussed. The article concludes that unless the emotional aspects of Customer Service are considered alongside the functional, then barriers to enhanced Customer Service in e-business will not be overcome.
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Managing Online Customer Service Operations
Business Information Systems, 2020Co-Authors: David Barnes, Matthew HintonAbstract:This chapter investigates the implications of moving Customer Service operations online. Many organizations believe that e-business can provide opportunities to improve Customer Service operations by enabling them to get closer to the Customer and enhance the Customer contact experience. However, use of the Internet fundamentally changes the nature of a Customer’s interaction with an organization, as the Customer interacts with a computer screen rather than a human being. The online Customer Service encounter within the business processes of ordering and delivering was investigated in eight companies. It was concluded that an enhanced experience was only likely if the emotional aspects of Customer Service are considered alongside the functional.
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Managing Online Customer Service Operations
Advances in Electronic Commerce, 2006Co-Authors: David J. Barnes, Matthew HintonAbstract:This chapter investigates the implications of moving Customer Service operations online. Many organizations beleive that e-business can provide opportunities to improve Customer Service operations by enabling them to get closer to the Customer and enhance the Customer cntact experience. However, use of the internet fundamentally changes a Customer's interaction with an organization. The online Customer Service encounter within the business processes of ordering and delivering was investigated in eight companies. It was concluded that an enhanced experience was only likely if the emotional aspects of Customer Service are considered alongside the functional.
