IDEAS home Printed from https://ideas.repec.org/p/hal/journl/hal-03741852.html
   My bibliography  Save this paper

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

Author

Listed:
  • Mitra Madanchian

    (Hamta Business Corporation)

  • Jay Ariken

    (Fairleigh Dickinson University)

  • Hamed Taherdoost

    (Hamta Business Corporation)

Abstract

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.

Suggested Citation

  • Mitra Madanchian & Jay Ariken & Hamed Taherdoost, 2022. "Role of Effective Leadership on Empowerment, Effective Communication, and Motivation in Customer Service," Post-Print hal-03741852, HAL.
    • Handle: RePEc:hal:journl:hal-03741852
    DOI: 10.30564/mmpp.v4i1.4530
    Note: View the original document on HAL open archive server: https://hal.science/hal-03741852
    as

    Download full text from publisher

    File URL: https://hal.science/hal-03741852/document
    Download Restriction: no
    File URL: https://libkey.io/10.30564/mmpp.v4i1.4530?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. An, Myoung-a & Han, Sang-Lin, 2020. "Effects of experiential motivation and customer engagement on customer value creation: Analysis of psychological process in the experience-based retail environment," Journal of Business Research, Elsevier, vol. 120(C), pages 389-397.
    2. Zapan Barua & Wang Aimin & Xu Hongyi, 2018. "A perceived reliability-based customer satisfaction model in self-service technology," The Service Industries Journal, Taylor & Francis Journals, vol. 38(7-8), pages 446-466, June.
    3. Wisanupong Potipiroon & Angsuthon Srisuthisa-ard & Sue Faerman, 2019. "Public service motivation and customer service behaviour: testing the mediating role of emotional labour and the moderating role of gender," Public Management Review, Taylor & Francis Journals, vol. 21(5), pages 650-668, May.
    4. Xu, Yingzi & Shieh, Chih-Hui & van Esch, Patrick & Ling, I-Ling, 2020. "AI customer service: Task complexity, problem-solving ability, and usage intention," Australasian marketing journal, Elsevier, vol. 28(4), pages 189-199.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Prarawan Senachai & Puthipong Julagasigorn, 2024. "Retail mix instruments influencing customer perceived value and customer engagement: a conceptual framework and research agenda," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-14, December.
    2. Baabdullah, Abdullah M. & Alalwan, Ali Abdallah & Algharabat, Raed S. & Metri, Bhimaraya & Rana, Nripendra P., 2022. "Virtual agents and flow experience: An empirical examination of AI-powered chatbots," Technological Forecasting and Social Change, Elsevier, vol. 181(C).
    3. Mammadov Huseyn & Africa Ruiz-Gandara & Luis Gonzalez-Abril & Isidoro Romero, 2024. "Adoption of Artificial Intelligence in Small and Medium-Sized Enterprises in Spain: The Role of Competences and Skills," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 26(67), pages 848-848, August.
    4. Eliza Nichifor & Adrian Trifan & Elena Mihaela Nechifor, 2021. "Artificial Intelligence in Electronic Commerce: Basic Chatbots and Consumer Journey," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 23(56), pages 1-87, February.
    5. Chen Yang & Jing Hu, 2022. "When do consumers prefer AI-enabled customer service? The interaction effect of brand personality and service provision type on brand attitudes and purchase intentions," Journal of Brand Management, Palgrave Macmillan, vol. 29(2), pages 167-189, March.
    6. Mark Anthony Camilleri, 2021. "The Employees’ State of Mind during COVID-19: A Self-Determination Theory Perspective," Sustainability, MDPI, vol. 13(7), pages 1-17, March.
    7. Rahman, Muhammad Sabbir & Bag, Surajit & Hossain, Md Afnan & Abdel Fattah, Fadi Abdel Muniem & Gani, Mohammad Osman & Rana, Nripendra P., 2023. "The new wave of AI-powered luxury brands online shopping experience: The role of digital multisensory cues and customers’ engagement," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    8. Ekaterina Novozhilova & Kate Mays & James E. Katz, 2024. "Looking towards an automated future: U.S. attitudes towards future artificial intelligence instantiations and their effect," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-11, December.
    9. Terblanche, Nic S. & Kidd, Martin, 2021. "Exploring an in-store customer journey for customers shopping for outdoor apparel," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    10. Hyun Jung Lee, 2021. "Relationship between Emotional Labor and Job Satisfaction: Testing Mediating Role of Emotional Intelligence on South Korean Public Service Employees," Public Organization Review, Springer, vol. 21(2), pages 337-353, June.
    11. Cheng, Zhendong & Fan, Wenfang & Shao, Bingjia & Jia, Wenli & Zhang, Yong, 2024. "The impact of intelligent customer service agents’ initial response on consumers’ continuous interaction intention," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
    12. Krishen, Anjala S. & Berezan, Orie & Agarwal, Shaurya & Kachen, Sheen, 2023. "Affective commitment recipes for wine clubs: Value goes beyond the vine," Journal of Business Research, Elsevier, vol. 157(C).
    13. Badghish, Saeed & Shaik, Aqueeb Sohail & Sahore, Nidhi & Srivastava, Shalini & Masood, Ayesha, 2024. "Can transactional use of AI-controlled voice assistants for service delivery pickup pace in the near future? A social learning theory (SLT) perspective," Technological Forecasting and Social Change, Elsevier, vol. 198(C).
    14. Wongsansukcharoen, Jedsada, 2022. "Effect of community relationship management, relationship marketing orientation, customer engagement, and brand trust on brand loyalty: The case of a commercial bank in Thailand," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    15. Ying Zhou & Sameer Kumar & Fumitaka Furuoka, 2024. "Enhancing customer value co-creation and stickiness in social commerce: integrating PLS-SEM and NCA for deeper insights into customer-to-customer dynamics," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-15, December.
    16. Zam, Milad & Rezasoltani, Amin & Ramezanian, Hasan & Tavakoli, Mohammadhosein, 2023. "Investigation of Consumer Attitude Impacting Parameters in Online Shopping," OSF Preprints dmqfr, Center for Open Science.
    17. Alsaad, Abdallah & Alam, Md. Moddassir & Lutfi, Abdalwali, 2023. "A sensemaking perspective on the association between social media engagement and pro-environment behavioural intention," Technology in Society, Elsevier, vol. 72(C).
    18. Leyer, Michael & Schneider, Sabrina, 2021. "Decision augmentation and automation with artificial intelligence: Threat or opportunity for managers?," Business Horizons, Elsevier, vol. 64(5), pages 711-724.
    19. Asif Mahmood & Shazia Manzoor, 2021. "Which Service Attributes Sway Internet Service Providers? Analysis Through Triangulation Approach," SAGE Open, , vol. 11(4), pages 21582440211, December.
    20. Zam, Milad & Ramezanian, Hasan, 2023. "An examination of the factors that influence consumer attitude in online shopping," OSF Preprints yv5fx, Center for Open Science.

    More about this item

    Keywords

    Customer service Effective leadership; Customer expectation; Customer satisfaction; Effective communication; Business growth; Customer service strategy;
    All these keywords.

    NEP fields

    This paper has been announced in the following NEP Reports:

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:hal:journl:hal-03741852. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: CCSD (email available below). General contact details of provider: https://hal.archives-ouvertes.fr/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.