Customer Service

http://0-search.proquest.com.prospero.murdoch.edu.au/docview/904948166

Kaur, Kiran and Diljit Singh. 2011. "Customer Service for Academic Library Users on the Web." The Electronic Library 29 (6): 737-750. doi:http://dx.doi.org/10.1108/02640471111187971.

http://0-search.proquest.com.prospero.murdoch.edu.au/docview/904948166?accountid=12629.

The authors define customer service as a service to assist customers in searching for what they want in a manner that makes customers feel good about the whole interaction. Customer service requires the organisation to make every effort to satisfy the customers’ requests that originate from the identification of a need for information. This is influenced by some degree of expectations from the organisation’s ability to fulfill this need. By meeting the needs and expectations of the customers as defined by the customer, the organisation has already excelled in customer service. However, the organisation must first find out what the customer defines as meeting the needs and expectations for them. Managing customer service as defined by the user and at the same time setting the organisation’s mission, defined by the organisation, that supports the users’ expectations, needs and wants is a fundamental task. With good quality customer service would lead to a boost in the organisation’s value.

Understanding customer service also requires the organisation to take the user’s point of view, as perceived by the customer or defined by the user, into account. The actions and decisions made by organisations are for the purpose of “use by customers”. Customers who use the service form an opinion when they interact with the system providing the service. The delivery systems and the people who manage these systems influence the interactions and the outcomes.

Towards an integrated model of customer service skills and customer loyalty

Abu-ELSamen, Amjad A; Akroush, Mamoun...