Leadership and Customer Service

Chao, Emmanuel

doi:10.4324/9780429031342-16

Cited by 2 publications

(3 citation statements)

References 1 publication

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“…According to Chao [10] , performance in the customer service industry is highly dependent on effective leadership. Leadership that is literally the power to influence others is the main success factor in many top companies.…”

Section: Leadership In Customer Servicementioning

confidence: 99%

“…One of the most significant characteristics of leaders is empowering their employees by asking them to get involved in decisionmaking processes. Leaders, through demonstrating empowerment, help employees to share their knowledge and be confident to share their ideas with customers without being afraid of future consequences [3,10] .…”

Section: Leadership In Customer Servicementioning

confidence: 99%

“…Customers need to be led and treated respectfully through the process of receiving a product or service including sharing of special circumstances, methods of billing, and their specific needs. Therefore, all employees of the customer service provider are required to develop their leadership skills since customers are profoundly influenced by them as leaders [3,10] .…”

Section: Leadership In Customer Servicementioning

confidence: 99%

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Role of Effective Leadership on Empowerment, Effective Communication, and Motivation in Customer Service

Madanchian¹,

Ariken

Taherdoost

2022

macro. manag. & public. polic.

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Customer service is the act of supporting customers of a business that can break a business or generate profit in the competitive environment with growing customers’ expectations. Regarding the critical role of customer service to differentiate between businesses, it is considered as one of the top considerations in businesses. However, there is a range of key factors that are tied to the success of a customer service provider in offering quality customer service that will eventually lead the business through exceeding or falling short in responding to customers’ expectations. Besides, businesses are prone to face some challenges in the employment of customer services that are required to be addressed. This paper aims to discuss the importance of customer service and the establishment of an efficient customer service strategy in business considering different influential factors that affect offering quality customer services. It also explains challenges that businesses may face in providing amazing customer services and how to address them.

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Section: Leadership In Customer Servicementioning

confidence: 99%

Section: Leadership In Customer Servicementioning

confidence: 99%

Section: Leadership In Customer Servicementioning

confidence: 99%

See 1 more Smart Citation

Role of Effective Leadership on Empowerment, Effective Communication, and Motivation in Customer Service

Madanchian¹,

Ariken

Taherdoost

2022

macro. manag. & public. polic.

View full text Add to dashboard Cite

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Does humane leadership influence customer service orientation of financial institutions? The moderating effect of job satisfaction of casual employees

Dzogbenuku,

Sokro,

Dartey-Baah

2024

AJEMS

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PurposeThis study seeks to assess how a humane leadership style affects customer service orientation among casual employees of financial service institutions in Ghana. Using job satisfaction as a moderator, this study predicts that a humane leadership style influences casual employees’ customer service orientation.Design/methodology/approachSurvey data were obtained from 328 frontline casual employees of financial service firms. The structural equation modelling technique of partial least squares was used to test the hypothesised relationships.FindingsThe study found that a humane leadership style positively and significantly drives customer service behaviour. Job satisfaction also had a positive effect on customer service orientation among casual employees.Originality/valueThe study appears to be the first of its kind to explore the moderating role of job satisfaction in the connection between humane leadership and customer service orientation from the perspective of casual employees. The study highlights insightful practical implications for corporate managers, HR practitioners and marketing academics.

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Leadership and Customer Service

Cited by 2 publications

References 1 publication

Role of Effective Leadership on Empowerment, Effective Communication, and Motivation in Customer Service

Role of Effective Leadership on Empowerment, Effective Communication, and Motivation in Customer Service

Does humane leadership influence customer service orientation of financial institutions? The moderating effect of job satisfaction of casual employees

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