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Good quality customer service is usually measured through customer retention. Customer service for some firms is part of the firm’s intangible assets and can differentiate it from others in the industry. One good customer service experience can change the entire perception a customer holds towards the organization. [3] It is expected that AI ...
Positive affective display in service interactions, such as smiling and conveying friendliness, are positively associated with customer positive feelings, [50] and important outcomes, such as intention to return, intention to recommend a store to others, and perception of overall service quality. [51]
Recognized as one of the major factors affecting productivity and overall financial stability of any business, low morale may lead to reduced concentration, which in turn can cause mistakes, poor customer service and missed deadlines. It also can contribute to a high turnover rate and absenteeism. Employee morale proves to be detrimental to the ...
Positive psychology in the workplace; Work engagement – extent to which members of a workplace commit to the organization and its goals; Work motivation – Forces that originate both within an individual's being, to initiate work-related behavior; Realistic job preview
Positive emotions in the workplace help employees obtain favorable outcomes including achievement, job enrichment and higher quality social context". [2] "Negative emotions, such as fear, anger, stress, hostility, sadness, and guilt, however increase the predictability of workplace deviance,", [3] and how the outside world views the organization.
Customer experience: Adding to the other two factors some recognition of the importance of providing an emotionally positive experience to customers. Authenticity: This is the most mature stage for companies. Products and services emerge from the real soul of the brand and connect naturally with clients and other stakeholders, for a long-term.
Customer delight means surprising a customer by exceeding their expectations and thus creating a positive emotional reaction. This emotional reaction leads to word of mouth . Customer delight directly affects the sales and profitability of a company, as it helps to distinguish the company and its products and services from the competition .
Service climate is a concept rooted in the study of social climate (Social environment), describing the collective perceptions within a group regarding customer service practices, behaviors, and values. It relates to how employees view organizational priorities and standards related to customer service quality and reflects how these priorities ...