Conceptualisation and development of customer service skills scale: an investigation of Jordanian customers

Akroush, Mamoun N.; Abu‐ElSamen, Amjad A.; Alshibly, Motteh S.; Al-Khawaldeh, Fayez M.

doi:10.1504/ijmc.2010.035481

Cited by 9 publications

(11 citation statements)

References 46 publications

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“…For instance, an organization's staff is at the forefront of the firm-consumer interface. Staff training must not only focus on providing sufficient service to customers (Santouridis & Trivellas, 2010), but also providing the staff with the relevant training (Akroush, Abu-ElSamen, Al-Shibly, & Al-Khawaldeh, 2010) to detect dissatisfied customer who may defect to alternative mobile telecommunications brands. Such training implies an additional, and important, managerial implication: the notion that managers can transform existing customer service staff from a product centric to a customer centric focus (Duffy, 2000).…”

Section: Discussionmentioning

confidence: 99%

Drivers of Brand Switching Behavior in Mobile Telecommunications

Grigoriou¹,

Majumdar²,

Lie³

2018

AJMMC

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Brand switching refers to migration of users from one brand to another. Switching is associated with negative consequences such as declining market share and poor profitability. As such, mobile telecommunications user switching has become a critical issue facing mobile service providers. Drawn from an online self-completion survey of mobile telecommunications users (N = 24,141) across four countries, this study examines previously unexplored antecedent factors determining brand switching behavior of mobile telecommunications users, and the relative importance of those factors. The research identifies the overall dimensions of switching behavior and then validates a theoretical model. The regression model suggests weak coefficient of determination (R2) between the dependent and independent variables. The study bridges the theoretical and practical knowledge gap in the literature by examining factors influencing consumers' switching behavior. Two economically developed and two emerging economies were selected in this study to examine potential differences in consumers' behavior towards mobile telecommunications services in both emerging and developed markets, and help us understand the potential reasons for these differences.

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Section: Discussionmentioning

confidence: 99%

Drivers of Brand Switching Behavior in Mobile Telecommunications

Grigoriou¹,

Majumdar²,

Lie³

2018

AJMMC

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“…Scales used to measure the research constructs were drawn from available literature on customer service skills, CS, and CL, as shown in Appendix 1. Customer service skills consists of five behavioral constructs which were drawn based on empirical research of Akroush et al (2010). These behavioral constructs are: reputation‐building skills, it is operationally defined as employees' understating to the importance of customers, establishing trust with customers, employees' competencies and commitment to provide the best services for the customers.…”

Section: Methodsmentioning

confidence: 99%

“…Customer service culture skills, it is operationally defined as employees' commitment to do things right the first time, putting the customer at the heart of the business, making customers' needs the top priority in the organization, continuously asking for customers' feedback, easy access to employees, handling customers' complaints quickly, and making customer satisfaction the responsibility of each employee in the organization. Akroush et al (2010) five customer service skills components have excellent composite reliabilities and average variance extracted, respectively; reputation‐building skills (0.81; 0.59), problem‐solving skills (0.96; 0.63), verbal communications skills (0.86; 0.62), nonverbal communications skills (0.79; 0.55), and customer service culture (0.89; 0.65). Customer satisfaction, it is operationally defined as OCS, FCS, and TCS.…”

Section: Methodsmentioning

confidence: 99%

“…In Jordanian MSOs, we have not found any research project that is designated to investigate such relationship. The only study we found in the field of our study is a study conducted by Akroush et al (2010) in which they developed a customer service skills scale and dimensions in Jordan's MSOs. Furthermore, the authors examined the nomological network of customer service skills scale dimensions and customer satisfaction as part of scale development validation.…”

Section: Research Problemmentioning

confidence: 99%

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Towards an integrated model of customer service skills and customer loyalty

Abu‐ElSamen

Akroush

Al-Khawaldeh

et al. 2011

International Journal of Commerce and Management

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PurposeThe purpose of this paper is to examine the relationship between customer service skills and customers' loyalty through examining the mediation effect of customer satisfaction dimensions in Jordan's mobile service operators.Design/methodology/approachTo achieve the research objectives, data were collected from 1,350 subscribers in Jordan from which 1,007 were valid for the analysis. Utilizing structural equation modeling, and after a series of exploratory and confirmatory factor analyses, the authors tested an integrated model of customer service skills and customer loyalty through examining the meditational effects of customer service satisfaction dimensions on the relationship between customer service skills and customer loyalty.FindingsIt was found that three of customer service skills components, namely; reputation building skills, nonverbal communication skills, and customer service culture have positive relationships with customer service satisfaction dimensions (overall, functional, and technical customer satisfaction). Also, overall customer service satisfaction and technical customer service satisfaction dimensions fully mediated the relationships between customer service skills and customer loyalty.Originality/valueThis is the first attempt to investigate the relationship between customer service skills and customer loyalty through customer service satisfaction dimensions as mediators, either in Jordan or other developing countries. The authors' results also provide significant managerial implications on how to acquire and retain loyal customers in today's highly competitive telecommunications market, and the vital role of customer service satisfaction dimensions on the relationship between customer service skills and customer loyalty.

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“…This is what have been raised by one study (Al-Bakri and Katsioloudes, 2015;Arab Journal, 2015). Thus, it will drive them to develop its product and then achieve excellence and competition (Abu-ELSamen, 2011;Akroush, 2010). They can also build confidence between them and the public who will find reliable products of well-known brands, with acceptable quality and prices in the local market.…”

Section: Introductionmentioning

confidence: 99%

Untitled

2020

BMER

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This research aims at identifying the impact of excellence in drawing up the following four marketing mix strategies (Product, Pricing, Promotion and Distribution) of the small and medium enterprises in Jordan, in terms of their marketing performance in its dimensions (Sales Growth, Profit Growth, Customer Attraction and Customer Retention).In order to reach the results of this study, A total of (187) valid questionnaire surveys were collected from companies belong to the SME Association in Jordan. The Statistical Package for the Social Sciences (SPSS) approach was used to analyze the collected data. The empirical results indicated there is a significant relationship between the building of marketing strategies of the marketing mix elements in the Jordanian SME and their marketing performance, by (sales growth, profit growth, customer attraction, and customer retention) dimensions. Consequently, decision makers in small and medium organizations need to choose strategies based on their target market to the positive impact on the mind of the consumer, which in turn could improve modern scientific methods in SME to divide their markets into sub-market sectors.

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Conceptualisation and development of customer service skills scale: an investigation of Jordanian customers

Cited by 9 publications

References 46 publications

Drivers of Brand Switching Behavior in Mobile Telecommunications

Drivers of Brand Switching Behavior in Mobile Telecommunications

Towards an integrated model of customer service skills and customer loyalty

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