Customer Service Behavior Flashcards
• Services are distinguished from goods because 1) intangible 2) simultaneous production and consumption 3) coproduction or active costumer participation• These 3 dimensions also vary w/in CS jobs and this can influence CSB• As intangibility increases, customers rely more on the service provider’s behavior as an indicator of the quality of the service they are receiving • 3 categories of service training content: 1) technical skills, 2) interpersonal and customer relation skills 3) knowledge concerning cultural values and norms
Schneider & Bowen (1992)
• Type of relationship also varies: service relationships vs. service encounters• Service relationships: customer and employee are expected to have repeat contact in the future• Service encounters: single interactions bw a customer and service provider w no expectation for the future
Gutek (1995)
• Meta-analysis• 4 dimensions of customer service: 1) active customer relations 2) polite customer relations 3) helpful customer relations 4) personalized customer relations• CSB = friendliness, reliability, responsiveness, courteousness • Lack of corr bw service orientation and cog ability• Service orientation related to agreeableness, emotional stability, conscientiousness
Frei & McDaniel (1998)
• Service climate = employee perceptions of what the org rewards and supports concerning customer service• A strong climate for service is created via emphasizing and rewarding positive CSB, logistical and operational support, appropriate staffing of positions, quality training programs focused on CSB, and communication and cooperation
Schneider et al. (1994)
• 2 types of CS training: formal and informal• Informal: primarily directed toward orienting the new employee into the climate and culture of the org through interactions w coworkers• Formal: designing and delivering programs and exercises where the ind is taught how to be a better service provider
Schneider & Bowen (1995)
