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The perception of success of the customer service interactions is dependent on employees "who can adjust themselves to the personality of the customer". [2] Customer service is often practiced in a way that reflects the strategies and values of a firm. Good quality customer service is usually measured through customer retention.
Positive organizational behavior (POB) is defined as "the study and application of positively oriented human resource strengths and psychological capacities that can be measured, developed, and effectively managed for performance improvement in today's workplace" (Luthans, 2002a, p. 59).
An "engaged employee" is defined as one who is fully absorbed by and enthusiastic about their work and so takes positive action to further the organization's reputation and interests. An engaged employee has a positive attitude towards the organization and its values. [ 1 ]
Organizational support theory [6] says that in order to meet socioemotional needs and to assess the benefits of increased work effort, employees form a general perception concerning the extent to which the organization values their contributions and cares about their well-being. Such POS would increase employees' felt obligation to help the ...
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.
Platforms such as Instagram and Twitter serve as useful tools for meaning dialog, enabling businesses to make lasting relationships with customers and amplify brand visibility online. Customer engagement on Twitter is a form of social power and is usually measured with likes, replies and
The interaction between service employees and customers affects both customers' assessments of service quality and their relationship with the service provider. [21] Positive affective displays in service interactions are positively associated with important customer outcomes, such as intention to return and to recommend the store to a friend ...
Service quality (SQ), in its contemporary conceptualisation, is a comparison of perceived expectations (E) of a service with perceived performance (P), giving rise to the equation SQ = P − E. [1] This conceptualistion of service quality has its origins in the expectancy-disconfirmation paradigm.