3<\/p>\n
THE IMPACT OF CUSTOMER SERVICE AGENTS ON IT\u2019S CONSUMERS<\/p>\n
Running head: THE IMPACT OF CUSTOMER SERVICE AGENTS ON IT\u2019S CONSUMERS<\/p>\n
1<\/p>\n
Impact of Customer Service Agents on its Consumers
Rickey Doyles
American Public University <\/p>\n
Bibliography<\/p>\n
Newell, S. J., Leingpibul, D., Wu, B., & Jiang, Y. (2019). Gender effects on buyer perceptions of male and female sales representatives in China. The Journal of Business & Industrial Marketing, 34(7), 1506\u20131520. https:\/\/doi.org\/10.1108\/JBIM-09-2018-0258<\/p>\n
The authors of the article discuss the gender impact of customer agents. The researchers\u2019 Newell and Wu were based in the United States, whereas their Chinese counterparts worked in sales. The study aimed to see whether women can break through traditional sales barriers. It began by examining the role of gender in sales, which is often overlooked, but no such studies were done in China. And yet, they surveyed its participants using a design and technology strategy. Guidelines were developed with the use of a preliminary test and confirmatory analysis. Therefore, gender had a significant role for male purchasers. However, a smaller percentage of men shopped than women did. There was an overall unfavorable prejudice against women as a result. Though the study’s findings mirrored those found in the United States, they were never put to the test in China.<\/p>\n
Shulga, L. V. (2021). Front-line employee self-determination in value Co-Creation: Generational profiles, Journal\u00a0of Hospitality and Tourism Management,\u00a048, 479-491.<\/p>\n
The article highlights how research on the co-creation of hospitality values has often centered on the client. However, service-dominant reasoning assumes that effective value co-creation must benefit all participants. It was intended to demonstrate how gender differences affect customer service and purchase. This program addresses two research issues: how social marketing is used and how it evolved over time. The preferred customer service gender was posed to each participant. According to studies, men had fewer encounters with customers and better sales results. Although they made fewer sales, women engaged with customers more often. Despite the flaws in each gender, it brought attention to how gender affects how customers are treated and what they buy. Finally, it was discovered that self-determination allowed for an examination of generational attitudes among hospitality employees about the process of value co-creation.<\/p>\n
Martha-Martha, N. G., & PR\u0130YONO, \u0130. (2018). The effect of service quality on student satisfaction and student loyalty: An empirical study, Journal\u00a0of Social Studies Education Research,\u00a09(3), 109-131.<\/p>\n
The article investigated the impact of service quality on patron loyalty and student happiness at higher education institutions. One thousand students from 13 universities and institutions in the province of Riau are included in the sampling. This research, in particular, stresses the behavioral side of loyalty, supposing that student commitment to a class is shown through recommendations and good word-of-mouth. In addition, it has helped management develop better strategies to focus on and enhance performance by providing a more substantial knowledge of the connection between service quality, satisfaction, and loyalty. Finally, it’s fascinating to see that age and gender have the most effects on student loyalty. This kind of analysis aids in locating the target pupils who are most likely to defect.<\/p>\n
Finestra (2022).\u00a0BBVA builds a gender-neutral global chatbot – Church International. [online] Available at: [Accessed 15 September 2022]. <\/p>\n
The study looked into Banco Bilbao Vizcaya Argentina (BBVA), a business that had introduced a chatbot for customer assistance that was gender neutral. It aims to do away with the need for purchasers to make exceptions for any particular group. This would dispel many people’s false societal stereotypes. To keep it gender-neutral, they gave it the name Blue. Twelve BBVA designers and a few program managers collaborated to produce Blue. The challenging work was finished after around 12 years, and all of their branches were pleased with the results. There have been tales of Blue’s success ever since its debut. However, Blue may be the chatbot’s customer service of the future. Many businesses prefer to use a live customer care representative for calls and purchases.<\/p>\n
Lee, S. M., & Lee, D. (2020). \u201cUntact\u201d: a new customer service strategy in the digital age. Service\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 Business, 14(1), 1\u201322. https:\/\/doi.org\/10.1007\/s11628-019-00408-2<\/p>\n
This article investigated the Untact customer survey. It is a clever digital tool that promotes client interactions without face-to-face contact. Gender prejudice is eliminated with this kind of customer service. After years of failure and experimentation, they finally launched the service in 2015. Since its debut, it has changed how consumers shop, giving the customer service sector a potential alternative in this way. Although many companies use the Untact service, they anticipate that more customer service sectors will soon follow. Technology is still developing; thus, it has certain limits. Finally, further research will determine if the Untact will improve or degrade the client experience.<\/p>\n
\u00a0Umarani, R., Priya, T. S., Mahato, A. P., Shaikh, I. A. K., Shankar, R., & Sumitha, K. (2022). A Literature Review on Customer Relationship Management.\u00a0Specialusis Ugdymas,\u00a01(43), 8448-8458.<\/p>\n
The customer service training manual offers advice on improving customer service outcomes. The book contains thousands of pieces of advice for both newcomers and seasoned practitioners. An editor is thanked in the introductory comments for teaching the author how to provide first-rate customer service. The book is divided into three sections altogether. It first discusses the most fundamental measures, never to forget that you are there for the consumer. You have the job because of them. The second half will then discuss how putting your customers first fosters trust. Finally, section three shows how the three pieces work together to simplify the task.<\/p>\n
Suhaili, S. M., Salim, N., & Jambli, M. N. (2021). Service chatbots: A systematic review.\u00a0Expert Systems with Applications,\u00a0184, 115461.<\/p>\n
This essay investigates why and how live chat interfaces for engaging with customers have become more prevalent in delivering real-time customer service in various e-commerce settings. It investigated the monetary and time-saving benefits that might result from the widespread use of chatbots powered by artificial intelligence. The growth of communication provides an excellent opportunity for companies to offer remarkable customer experiences. According to the paper’s findings, its benefits extend beyond preventing the consumer from having to provide their account information more than once. Providing the consumer with unexpected extra information that is contextually relevant throughout the discussion will allow you to meet their ever-increasing expectations.<\/p>\n
Sweiss, N., Obeidat, Z. M., Al-Dweeri, R. M., Mohammad Khalaf Ahmad, A., M. Obeidat, A., & Alshurideh, M. (2021). The moderating role of perceived company effort in mitigating customer misconduct within Online Brand Communities (OBC).\u00a0Journal of Marketing Communications, 1-24.<\/p>\n
The purpose of this research was to investigate the impact that inappropriate conduct on social media may have on the level of interaction that consumers have with online brand communities. In addition, it investigates how corporate actions might manage the link between improper consumer behavior and the attitudes of businesses. How customers felt about the company affected the level of participation and misbehavior in online brand communities. The study’s findings also revealed that the perception of an effort made by the firm acts as a moderator in the connection between online misbehavior on the part of other customers and involvement with an online brand community. When a customer’s view of the effort put forth by the firm is more remarkable, the impact of other customers’ negative behaviors on the customer’s sentiments toward the service provider is reduced.<\/p>\n
Guo, Y., Fan, D., & Zhang, X. (2020). Social media\u2013based customer service and firm reputation. International Journal of Operations & Production Management, ahead-of-print (ahead-of-print), 575\u2013601. https:\/\/doi.org\/10.1108\/IJOPM-04-2019-0315<\/p>\n
This article demonstrates how businesses may improve their customer service by using various forms of social media. For example, it presented statistics indicating that reputation ratings on social networking sites are more significant than previously thought. The relationship between the client and the customer service professional became warmer due to these outcomes. In addition, it offered continual training opportunities to management and workers. Social media may be where customer service will be headed in the future. Because of this, customers will always want an incentive to engage in conversation with service providers. This is essential for all organizations since it fosters innovative thinking and is vital.<\/p>\n
Pereira, T., Limberger, P. F., & Ardig\u00f3, C. M. (2021). The moderating effect of the need for interaction with a service employee on purchase intention in chatbots.\u00a0Telematics and Informatics Reports,\u00a01, 100003. https:\/\/doi.org\/10.1016\/j.teler.2022.100003<\/p>\n
The study examines how chatbots have taken over several tasks that formerly required humans. Although businesses increasingly use chatbots, customers still have misgivings about utilizing the technology, particularly when making purchases. The research aimed to confirm the influence of brand attachment on purchase intention and the moderating function of the desire to connect with service personnel (NFI-SE). The article concluded that allowing human service engagement throughout the discussion might boost brand connection, satisfaction, and purchase intentions. As a result, users may get frustrated if their demands are not addressed if there is no way to transition from a robotic engagement to human contact.<\/p>\n
References<\/p>\n
Jamali, D., Barkemeyer, R., Leigh, J. S., & Samara, G. (2021). Chaos as opportunity.\u00a0Business Ethics, the Environment & Responsibility,\u00a030(1), 1-3.<\/p>\n
Wang, Z., Xu, H., & Song, M. (2021). Exploring how and when ethical conflict impairs employee organizational commitment: A stress perspective investigation.\u00a0Business Ethics, the Environment & Responsibility,\u00a030(2), 172-187.<\/p>\n
Finestra (2022).\u00a0BBVA builds gender-neutral global chatbot – Church International. [online] Available at: [Accessed 15 September 2022].<\/p>\n
Guo, Y., Fan, D., & Zhang, X. (2020). Social media\u2013based customer service and firm reputation. International Journal of Operations & Production Management, ahead-of- print(ahead-of-print), 575\u2013601. https:\/\/doi.org\/10.1108\/IJOPM-04-2019-0315<\/p>\n
Lee, S. M., & Lee, D. (2020). \u201cUntact\u201d: a new customer service strategy in the digital age. Service\u00a0 \u00a0 \u00a0 \u00a0 \u00a0Business, 14(1), 1\u201322. https:\/\/doi.org\/10.1007\/s11628-019-00408-2<\/p>\n
Martha-Martha, N. G., & PR\u0130YONO, \u0130. (2018). The effect of service quality on student satisfaction and student loyalty: An empirical study.\u00a0Journal of Social Studies Education Research,\u00a09(3), 109-131.<\/p>\n
Newell, S. J., Leingpibul, D., Wu, B., & Jiang, Y. (2019). Gender effects on buyer perceptions of male and female sales representatives in China. The Journal of Business & Industrial Marketing, 34(7), 1506\u20131520. https:\/\/doi.org\/10.1108\/JBIM-09-2018-0258<\/p>\n
Pereira, T., Limberger, P. F., & Ardig\u00f3, C. M. (2021). The moderating effect of the need for interaction with a service employee on purchase intention in chatbots.\u00a0Telematics and Informatics Reports,\u00a01, 100003. https:\/\/doi.org\/10.1016\/j.teler.2022.100003<\/p>\n
Shulga, L. V. (2021). Front-line employee self-determination in value Co-Creation: Generational profiles.\u00a0Journal of Hospitality and Tourism Management,\u00a048, 479-491.<\/p>\n
Shulga, L. V. (2021). Front-line employee self-determination in value Co-Creation: Generational profiles.\u00a0Journal of Hospitality and Tourism Management,\u00a048, 479-491. https:\/\/doi.org\/10.1016\/j.jhtm.2021.08.004<\/p>\n
Suhaili, S. M., Salim, N., & Jambli, M. N. (2021). Service chatbots: A systematic review.\u00a0Expert Systems with Applications,\u00a0184, 115461.<\/p>\n
Sweiss, N., Obeidat, Z. M., Al-Dweeri, R. M., Mohammad Khalaf Ahmad, A., M. Obeidat, A., & Alshurideh, M. (2021). The moderating role of perceived company effort in mitigating customer misconduct within Online Brand Communities (OBC).\u00a0Journal of Marketing Communications, 1-24.<\/p>\n
Umarani, R., Priya, T. S., Mahato, A. P., Shaikh, I. A. K., Shankar, R., & Sumitha, K. (2022). A Literature Review on Customer Relationship Management.\u00a0Specialusis Ugdymas,\u00a01(43), 8448-8458.<\/p>\n","protected":false},"excerpt":{"rendered":"
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