Service Customer Loyalty: An Evaluation Based on Loyalty Factors

Vilkaitė-Vaitonė, Neringa; Skačkauskienė, Ilona

doi:10.3390/su12062260

Cited by 22 publications

(9 citation statements)

References 67 publications

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“…Improving the level of customer service from the perspective of sustainability is essential for a company's orientation towards ensuring customer satisfaction by customer loyalty, which costs much less than regaining lost customers or attracting new ones [1,[3][4][5][6]. The improvement of customer service effectiveness can significantly enhance organizational effectiveness, as well as customer and employee satisfaction [7,8].…”

Section: Introductionmentioning

confidence: 99%

The Impact of Organizational Culture on Customer Service Effectiveness from a Sustainability Perspective

2020

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The conducted study focused on a multinational ITC (Information Technology and Communications) company. Empirical research aimed to evaluate organizational culture based on Denison’s model through four features: capacity development, basic values, customer orientation, and goals and objectives. At the same time, the study analyzed service provided to customers, taking into account its three phases: pre-transaction, transaction, and post-transaction. As research methods, we used a questionnaire-based survey and direct observation. The results of the study demonstrate that the company has a strong culture based on an adequate core value system (shared by company members), innovative and effective human capital management practices, and customer orientation. All characteristics ensure the integration of sustainability principles into strategies, policies, and management practices of the company. At the same time, the authors develop a design and analysis model of the impact of organizational culture features on customer service effectiveness, highlighting that the four organizational culture features are good predictors for improving customer service effectiveness, which promotes an ethical business model and sustainable pursuit of economic, social and environmental performance. The study identified a set of good management practices and solutions in the design, operationalization, and monitoring of customer service.

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Section: Introductionmentioning

confidence: 99%

The Impact of Organizational Culture on Customer Service Effectiveness from a Sustainability Perspective

2020

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“…It is important to note that the service of an organization does not end once after delivering the product. Customer service is a unique key factor that decides the customer's loyalty to the organization (Vilkaite-Vaitone & Skackauskiene, 2020). Returns through the reverse supply chain for remanufacturing also lead to an increase in customer satisfaction (Mishra et al, 2021).…”

Section: Introductionmentioning

confidence: 99%

Environment and economic analysis of reverse supply chain scenarios for remanufacturing using discrete-event simulation approach

Ravichandran

Vimal

Kumar

et al. 2023

Environ Dev Sustain

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The study covers the concepts involved in reverse supply chain modeling using the case of a manufacturing company. The purpose of this study is to build a sustainable reverse supply chain model for resource conservation through remanufacturing of stator shafts by using a discrete-event simulation approach. The simulation studies in the reverse supply chain have taken up cases of either plastic or electronic waste remanufacturing, while very limited studies deal with simulation of sustainable reverse supply chains using a manufacturing industry case study from international customers. In this study, reverse supply chain using simulation study in manufacturing sector is carried out using Arena Rockwell simulation software. The simulation model is built using discrete-event simulation for returns from customers of two developed countries, i.e., Germany and the USA to Chennai, India. The study emphasizes full container load and less than container load modes of shipment scenarios and multiple return cases. The comparative analysis suggests that the value-added and non-value-added time of the reverse supply chain is slightly greater in the less container load scenario. The wait time per entity in remanufacturing processes similar for both shipment scenarios varies significantly based on return cases. The cost and carbon emission associated with transportation, in the reverse supply chain inclusive of social carbon cost, have also been estimated. Therefore, the study proposes a possible sustainable reverse supply chain framework that could be adopted by different manufacturing industries and yield opportunities for performance improvement.

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“…The task of small and medium-sized enterprise representatives to retain customers is crucial for achieving a sustainable competitive advantage [6]. What's more, customer loyalty is not only the largest asset of any enterprise but it is also an important requirement in its creation [7].…”

Section: Introductionmentioning

confidence: 99%

“…Vilkaite-Vaitone and Skackauskiene have a more comprehensive view on the issue of the factors influencing customer loyalty. They classify them into the following three groups: customer factors (age, gender, income, socioeconomic status, switching costs); service provider factors (quality, price, working hours, service life-cycle, service culture, reputation, location, marketing, assortment, innovativeness, payment options, supporting services, personnel qualifications, service personalization, service provider environment); environment factors (competitiveness, economic well-being, social support) [7].…”

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confidence: 99%

Study of Customer Loyalty in Small and Medium-Sized Enterprises in the Field of Trade in Bulgaria

Kyurova

Koyundzhiyska-Davidkova

2021

SHS Web of Conf.

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Research background: In the context of globalization and the increasingly competitive environment, customer loyalty plays an important role in the long-term success of small and medium-sized enterprises. Research by various authors has shown that loyalty is an important customer-oriented marketing tool and is directly dependent on customer satisfaction. Customer loyalty is highly influenced by the quality of the products, the applied price strategy and the good communication between enterprises and customers. Loyalty is the main aim of strategic enterprises marketing planning and is the key to retaining customers. The adoption and application of the loyalty approach in enterprises activity is a prerequisite for increase the trend of customers towards more frequent products consumption and enlarge their desire for more purchases. In connection with solving the problem of customer loyalty, researchers focus on its influencing factors and highlight as most important the following: satisfaction, trust, commitment, customer value and service quality. Purpose of the article: This report clarifies the peculiarities of customer loyalty and based on an analysis of the factors influencing it brings out the main problems of small and medium-sized enterprises in the field of trade in Bulgaria. Methods: The sources that were used include a questionnaire survey of 64 enterprises. The analysis and evaluation are based on statistical methods. Findings & Value added: The findings include identification of problems, related to the customer loyalty in small and medium-sized enterprises in the field of trade in Bulgaria. The study can be used as a model for analysis of customer loyalty in the trade sector.

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Service Customer Loyalty: An Evaluation Based on Loyalty Factors

Cited by 22 publications

References 67 publications

The Impact of Organizational Culture on Customer Service Effectiveness from a Sustainability Perspective

The Impact of Organizational Culture on Customer Service Effectiveness from a Sustainability Perspective

Environment and economic analysis of reverse supply chain scenarios for remanufacturing using discrete-event simulation approach

Study of Customer Loyalty in Small and Medium-Sized Enterprises in the Field of Trade in Bulgaria

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