The Experts below are selected from a list of 109812 Experts worldwide ranked by ideXlab platform

Joseph Grobelny - One of the best experts on this subject based on the ideXlab platform.

Richard A. Martin - One of the best experts on this subject based on the ideXlab platform.

  • Creating, Maintaining and Reinforcing a Customer Service Culture
    International Journal of Quality & Reliability Management, 1992
    Co-Authors: Richard A. Martin
    Abstract:

    Customer Service is now playing a vital role in every company′s attempt to improve the quality of its offering. Based on a number of real‐life projects carried out by the Marketing Improvements Group across many industry sectors, explores three main issues: why companies need a customer Service Culture; how to create and, more importantly, sustain the Culture once developed; why having a good customer Service Culture is worth the time and resource investment. Also describes the process through which companies should go, in order to achieve a customer‐Service Culture change. These include: gaining the commitment of the whole company; the identification of the key issues; the establishment of causes; identifying how to change behaviour.

Urs Wagenseil - One of the best experts on this subject based on the ideXlab platform.

  • Retail Service excellence: antecedents and consequences
    International Journal of Retail & Distribution Management, 2018
    Co-Authors: Panchapakesan Padma, Urs Wagenseil
    Abstract:

    The purpose of this paper is to develop a model of antecedents and consequences of Service excellence (SE) in the retail industry.,Based on an extensive literature review, this paper has come up with the definition of potential antecedents and their consequences for SE in the retail Service.,While the seven factors, Service leadership, Service Culture, quality management and business excellence, Service innovation, customer engagement, Service brand image and Service encounters have been proposed as antecedents of SE in retail Service, employee loyalty, employee pride, customer delight, customer commitment and brand love, have been identified as consequences.,A major limitation of the study is that the developed model is not empirically validated.,The current research asserts that leadership in Service firms has to build a professional Service Culture system in order to achieve business/competition advantages of SE.,This paper has emphasised that businesses cannot only act with the perspective of gaining short-term profit on every customer transaction. Customers have to be valued and firms have to focus on building long-term relationships with their customers.,This study has extended the research on SE by developing a new model with possible antecedents and outcomes in the retail context.

Panchapakesan Padma - One of the best experts on this subject based on the ideXlab platform.

  • Retail Service excellence: antecedents and consequences
    International Journal of Retail & Distribution Management, 2018
    Co-Authors: Panchapakesan Padma, Urs Wagenseil
    Abstract:

    The purpose of this paper is to develop a model of antecedents and consequences of Service excellence (SE) in the retail industry.,Based on an extensive literature review, this paper has come up with the definition of potential antecedents and their consequences for SE in the retail Service.,While the seven factors, Service leadership, Service Culture, quality management and business excellence, Service innovation, customer engagement, Service brand image and Service encounters have been proposed as antecedents of SE in retail Service, employee loyalty, employee pride, customer delight, customer commitment and brand love, have been identified as consequences.,A major limitation of the study is that the developed model is not empirically validated.,The current research asserts that leadership in Service firms has to build a professional Service Culture system in order to achieve business/competition advantages of SE.,This paper has emphasised that businesses cannot only act with the perspective of gaining short-term profit on every customer transaction. Customers have to be valued and firms have to focus on building long-term relationships with their customers.,This study has extended the research on SE by developing a new model with possible antecedents and outcomes in the retail context.

Tosin Araba - One of the best experts on this subject based on the ideXlab platform.

  • Sustainability of Service Culture in Higher Education Management: Scale Development
    Journal of Educational and Social Research, 2019
    Co-Authors: Samuel Eromosele Oikeh, Mosunmola Akinbode, Mary Oluwaseun Ogundipe, Eyitayo Ajayi, Tosin Araba
    Abstract:

    Building on higher education management, this study is based on Culture which represent a set of shared knowledge and implicit theories within Service Culture most especially in higher education management. Using a scale development process, we surveyed 50 respondents from different higher institution with respondents ranging from students, lecturers, non-lecturing staff and management. The result from the exploratory factor analyses highlight the numerous dimensions of Service Culture within this study. Five dimensions were identified: shared perception, shared value, shared understanding, shared beliefs and shared style. The result showed that Service Culture within higher education community is affected by these five-dimension identified.