Improving service by informing customers about anticipated delays

Article Abstract:

A study explored the impact of providing information about anticipated delays to customers on the performance in a service system. Birth-and-death (BD) stochastic process models were employed to examine the performance and advantage of allowing for waiting before commencing service as well as informing arriving customers about anticipated delays. The models determined system performance in two situations: one where delays are communicated and one where they are not. Informed about the expected delays, customers have a greater tendency to balk, which means that they leave right after arrival, when all servers are busy rather than to renege, that is, to leave after waiting for a certain amount of time. The BD models illustrate and compare the two alternatives.

Customer satisfaction

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The effects of customer personality traits on the display of positive emotions

Article Abstract:

The customer traits displaying positive emotions by service provider were found by adopting an emotional contagion method. The customer satisfaction was found due to display of positive emotions, and implications related to emotional management and service personnel training are discussed.

United States, Influence, Personality, Support services, Personality traits

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A vintage approach to technology

Article Abstract:

Entrepreneurs should not be so infatuated with new technologies that they lose sight of basic business principles such as making and marketing a good product. Tips are given on practical ways to approach new technology and at the same time continue to give good customer service.

Wines, brandy, and brandy spirits, Wineries, Wine, Customer Relations, Services, Column, Public relations, Cakebread Cellars

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