Page 44 - E-Mag _ Catatan Mag v2
P. 44

Innovative

                           of

                                            Service

                                     Customer
               (
               n
            ,
              .
      Gautam
      .
                .
                d
     9
                   com
     https  : //  www N .  ameyo . ).    .  The     Big     List innovative  - customer  -  service  - ideas    Ideas     to     Create     Happier     Customers  .    Retrieved     December     20  ,    2017  ,    from

                         /
                      blog
                      /
     10  .    Halvorsrud  ,    R . ,    Kvale  ,    K  . ,    &   Følstad  ,    A .    ( 2016  )   "  Improving     service     quality     through     customer     journey     analysis  ",    Journal     of     Service     Theory     and     Practice  ,    Vol  .    26    Issue  :
     6 ,    pp  . 840  - 867  ,    https  : //  doi  . org  . ezaccess  . library  . uitm  . edu  . my  / 10  . 1108  / JSTP  - 05  -  2015  - 0111
     11  .    John  ’ s  ,    D  .    (  2017  ,    November     04  ).    5    Reasons     Why     Customer     Service     Is     More     Important     Than     Anything     Else  .    Retrieved     December     12 ,    2017  ,    from
     https  : //  daymondjohnssuccessformula  .  com  /  launch  - pad  / customer  - service  - is  - more  - important  /
              ,
                          W

               .
                            .
      .
       Kimando
               L
                   Njogu
                  &
     12

                                                   of
                                              Quality
                                                                  in

                                                            Service



                                                     Customer

                               . ).
                                Factors
                              d
                                                                      Banking
                              .
                                      That
                                         Affect


                                                                    the
     Nairobi  .    Retrieved N  . ,      fromhttps ,    G : // .    pdfs (  n . semanticscholar  .    org  / b6e4  /  edb1b67c9dbd129979d6edfe51f5dbc778fc     Industry     in     Kenya  :    A     Case     Study     of     Postbank     Head     Office

                                                                             .
                                                                             pdf
                 .
                  (
                  n
     13  .    Kokemuller  ,    N .  html . d    . ).    Customer  - Service     Training     Methods  .    Retrieved     December     13 ,    2017  ,    fromhttp  : //  smallbusiness  . chron  . com  / customerservice  -  training  -
            80440
     methods
           -
     14 .    Lemke  ,    F . ,    Clark  ,    M . ,    and     Wilson  ,    H .    2010  .    “ Customer     experience     quality  :    an     exploration     in    business     and     consumer     contexts     using     repertory     grid     technique  , ”
     Journal     of     the     Academy     of     Marketing     Science     (  39  : 6 ),    pp  .    846  - 869
     15 .    Lou  ,    X .    and     C .    Homburg  ,    “  Satisfaction  ,    Complaint  ,    and     the     Stock     Value     Gap  , ”   Journal     of     Marketing     72 ,    no  .    3    ( 2008  ):    29  – 43  .
               .
              E
     16 .    Muniu  ,    G .   .  usiu ( 2015 .  ke  /  Factors     Affecting     Customer     Service     Delivery  :  A     Case     Of     Standard     Chartered     Bank     Kenya  .    Retrieved     December     20 ,    2017  ,    from
                   ).
                 ac
                .
        : //
         erepo
     http
     17 .    Mahesh  ,    V . S .    &   Kasturi  ,    A .    ( 2006  )   ” Improving     call     centre     agent     performance  :    A
     18
                  based

              study

                       Vo
                         .
     19 .   .    UK  -  India      Management     on     the    (    2 agents  ’    point     of     view  ”   International     Journal     of     Service
                            )
                         17
       Industry
                      do
       .
               (
             M
              .
     20
               n
       McKay

     customer  -  ,   service .  d -  . ).    How html        I     Train     Employees     on     Customer     Service  ?     Retrieved     December     13  ,    2017  ,    fromhttp  : //  smallbusiness  .  chron  .  com  /  train  -  employees  -
                     .
                 2095
     21  .    Morgan  ,    B .    ( 2016  ,    April     25 ).    5     Tips     To     Scale     Soft     Skills     Training     For     Your     Customer     Service     Team  .    Retrieved     December     13 ,    2017  ,    from
     https  : //  www  .  forbes  . com  /  sites  /  blakemorgan  /  2016  / 04  / 25  / 5  - tips  -  to  -  scale  - soft  - skills  - training  - for  - your  - customer  -  service  - team  /#  3ae5f8950d05
     22  .    Owens  ,    T  .    E .    (  2017  ).    Eight     Innovations     To     Improve     Customer     Service  .    Retrieved     December     20  ,    2017  ,    fromhttps  : //  www  . ntca  . org  / online  -  exclusives  / eight  -
     innovations  -  to  - improve  - customer  - service  . html
                          V
                           .
                            A
                                            A
                                            “
                                       .
     23
                                              conceptual


                             and
                             .
                                      L
                                     .
                                Berry
                  . ,
                 A
                   Zeithaml
       Fall
          ,
     49  .   ,    Parasuraman - 50 ,    . https  : //  www  ,   .  emeraldinsight  ,    .  L com (  1985  / ),   pdfplus  / 10  .  1108    /  model     of     service     quality     in     its     implications     for     future     research  ”,    Journal     of     Marketing  ,    Vol  .
                                                      08858629810226636
                                        doi

          pp
                                        /
             41
            .
     24 ,    p .    Parasuraman  ,    A .    ( 1998  ),    “  Customer     service     in    business  - to  - business     markets  :    an    agenda     for     research  ”,    The     Journal     of    Business     &   Industrial     Marketing  ,    Vol  .    13     No  .
     4
        309

           .
       .
     25  .    Principles     of    Marketing  .    (  2015  ,    October     27  ).    Retrieved     December     13 ,    2017  ,    fromhttps  : // open  .  lib  . umn  . edu  / principlesmarketing  / chapter  / 14  - 3  - customer  -
     satisfaction  /
     26  .    Richason  ,    O .    E .    ( n  . d . ).    How     to     Implement     Customer     Service     Training     With     Employees  .    Retrieved     December     13  ,    2017  ,
     fromhttp  : //  smallbusiness  .  chron  .  com  / implement  - customer  - service  - training  - employees  -  1119  .  html
                 . ).
     27
       Suttle
              (
             .
              n
                d
               .
                  Why
                       Customer
       .

     important  ,    - R organization     Is 2050  . html        Service     Important     to     an     Organization  ?     Retrieved     December     12  ,    2017  ,    fromhttp  : //  smallbusiness  .  chron  .  com  /  customer  -  service  -
                     -
     28  .    Simon  ,    D . H . ,    &   DeVarob  ,    J .    ( 2006  ).    Do     the     Best     Companies     to     Work     for     Provide     Better
     29  .    Customer     Satisfaction  ? .    Managerial     and     decision     economics  . 27  ,    667  – 68  . doi  : 10  . 1002  / mde  .  1303  .
                            Bilgin
                                                          relationship

                                       “
                                        Customer
                                                    provider

                                               service
              ,
                .

               D
                                      ),
                                 .
                                  (
                                                                   ;
     30  .    Shemwell     oriented Yavas  ,    U .    and ”,       International 1998    Journal     of     service     Industry     Management  ,    Vol an 9  ,      emperical 68    .   test     of     a    model     of    service     quality     ,    satisfaction     and
                                ,
                                Z
                 . ,
                J

                                                                           -
                                                                        155
                                                                        .
                                                                      pp
                    outcome
     relationship

     31  .    Spears  ,    C .    ( 2014  ,    April     4 ).    Top     4     Factors     for     Improving     Customer     Experience  .    Retrieved     December     13  ,    2017  ,    fromhttps  : //  www  . arke  . com  / 2014  / 04  / top  -  4 -  factors  -
     improving  - customer  -  experience  /
     32 .    Spreng  ,    R  .    A    and     Mackoy  ,    R .  D    (  1996  ),    “  An     empirical     examination     of     a     model     of     perceived     service     quality     and     satisfaction  ”,    Journal     of    Retailing  ,    vol  ,    72  ,    pp  .    201  -
     14 .
     33  .    Thalbäck  ,    T .    (  n . d . ).    Increase     customer     satisfaction  ,    gain     loyal     customers     and     maximize     profitability  .    Retrieved     December     12  ,    2017  ,    from
     http  : //  www  . netigate  . co . uk  / Increase  /  customer  / satisfaction
     34 .    ( 2008  ,    November     18 ).    Customer     Service  ,    Not     Price  ,    Remains     Top     Cause     of    Customer     Churn  ,    Accenture     Study     Finds     |   Accenture     Newsroom  .    Retrieved     December
     12 ,    2017  ,    from     https  : //  newsroom  .  accenture  . com  / subjects  / customer  - relationship  - management  / customer  -  service  - not  -  price  - remains  -  top  - cause  - customer  -  churn  -
                -
            study
            -
                 finds
                    .
     accenture
                     htm

     35  .   .    Zerbe    of ,       W .  J . ,    Dobni  ,    D of . ,       &  human  ,      resource     management        employee     and     Service     Culture :    The        Journal     of     Administrative     Sciences  ,    15  (  2  ),    165  -  179  .
                                    ).

                                                    service
                        Harel
                                2008
                             .
                              H
                                                         behaviour

                            G
                               (
                                    Promoting
                               .

     36
                                            practices
       role
            perceptions
                                                                 Canadian
                                                                 .
   39   40   41   42   43   44   45   46   47   48   49