Soft skills in customer service: Sales area in automobile dealers

Vielma, Roxana Dalila Escamilla; Romo, Adriana Segovia; Pérez, Jesús Fabián López

doi:10.22201/fca.24488410e.2022.3172

Cited by 3 publications

(1 citation statement)

References 19 publications

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“…A significant percentage of auto-service work is done at present outside franchised automobile dealerships by independent garages and chains such as Midas Muffler and Jiffy Lube. Organizations which provide independent services handle servers, telecommunications equipment, and a variety of other equipment lines (Vielma, Romo, & Pérez, 2022).…”

Section: Management Of Product-service Bundlesmentioning

confidence: 99%

Management of Service Quality With Involvement of Technological Developments in Organizations

Mandal

2023

International Journal of Technology Diffusion

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Service companies should generate and deliver superior services and manage service quality. The objective of the study is to analyze the various aspects of management of service quality. The methodology adopted is a conceptual analysis of managing service quality in organizations. Companies should manage customer expectations and product-service bundles. They should appreciate and involve technological developments and information technology in management of service quality. They should implement self-service technologies and chatbots to improve service quality. Academicians may analyze the various aspects of management of service quality and suggest effective models. Practicing managers should manage customer expectations and product-service bundles, appreciate the involvement of technological developments, and implement latest technological developments like self-service technologies and chatbots for managing service quality effectively. All these initiatives will help companies to manage service quality, deliver superior services, and to achieve growth and business excellence.

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Section: Management Of Product-service Bundlesmentioning

confidence: 99%

Management of Service Quality With Involvement of Technological Developments in Organizations

Mandal

2023

International Journal of Technology Diffusion

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Human Skills in the Era of Industry 4.0 in the Indian Automotive Industry

Sonal,

Mohammad Israrul,

Ganesh

2024

Abhigyan

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The advent of Industry 4.0 in the automotive sector has transformed the work environment, emphasising a technology-driven and digitised landscape. This has led to uncertainties regarding the skills required for future jobs. A qualitative exploration was undertaken through in-depth interviews with 44 industry respondents, employing a case study design. Thematic analysis was utilised for data analysis. The research reveals an amplified demand for human skills, emphasising traits such as empathy, problem-solving, communication, collaboration, resilience, quick decision-making, critical thinking and adaptability. The study found that integrating technology has further elevated the demand for human skills, highlighting their importance in the Indian automotive industry.

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Desarrollo de Competencias Comerciales

Atanes Torres,

Lorenzo Ros,

González Rico

2024

revVISUAL

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El presente estudio tiene por objeto examinar la posible relación entre las soft skills y el desempeño profesional, así como un análisis estadístico exhaustivo de las principales soft skills de trabajadores del sector comercial. La muestra está compuesta por 1654 participantes de dicho sector. Los resultados indican que la muestra se puede agrupar en cuatro distintos perfiles homogéneos de rendimiento profesional, así como que las principales soft skills analizadas se encuentran relacionadas entre sí y tienen impacto directo en el rendimiento profesional. Por último, se interpretan los resultados colocando el foco en la realidad del mercado empresarial.

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Soft skills in customer service: Sales area in automobile dealers

Abstract: Las habilidades blandas en el servicio al cliente: en el área de ventas de las concesionarias de automóviles

Cited by 3 publications

References 19 publications

Management of Service Quality With Involvement of Technological Developments in Organizations

Management of Service Quality With Involvement of Technological Developments in Organizations

Human Skills in the Era of Industry 4.0 in the Indian Automotive Industry

Desarrollo de Competencias Comerciales

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