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{"work":{"id":76154173,"created_at":"2022-04-11T13:27:50.082-07:00","from_world_paper_id":201441229,"updated_at":"2025-01-28T04:14:57.989-08:00","_data":{"grobid_abstract":"Opportunities arising from globalization, advances in technology, and outsourcing have meant that companies have increasingly turned their attention to consolidating customer service across national borders in order to bring down costs, while at the same time trying to increase customer accessibility through a single point of contact. From an economic viewpoint, it is very lucrative to establish a pan-regional customer service center, able to serve an entire region or continent such as Europe, Latin America, and Asia. In developed countries, labor often makes up as much as 60-70% of operating costs, which makes it particularly attractive to relocate customer service to sites where labor cost are but a fraction of what they are at home. Countries and regions such as India, The Philippines, Mexico, Central and South America, Africa, Central and Eastern Europe have been especially attractive to such initiatives. Adding into the equation is the issue of the economy of scale; consolidating customer service into one single location or a few allows large call centers to handle large call volumes instead of small call centers handling a variety of issues. On a superficial level, the choice is self-evident. While some companies have been successful to different degrees in their efforts to centralize (e.g., IBM, Morgan Stanley, Nortel Networks, and MetLife) i , others have had to revert part of or the whole consolidation (e.g. Dell, Orange, and Nike iiiii ). Whether through outsourcing or near/off shoring, consolidating customer service internationally is a complex endeavor and often an ongoing battle. One of the reasons why it is more complex than most organizations realized is the intercultural part of the operation. Customer service is about strategy Customer service is about strategy Customer service is about strategy Most companies see customer service centers as cost centers. Few companies see customer service centers as providers of competitive advantage. iv Creating a winning customer strategy is to deliver a customer value proposition based on a thorough understanding of the customer's culture, values and needs that","grobid_abstract_attachment_id":"83988798"},"document_type":"paper","pre_hit_view_count_baseline":null,"quality":"high","language":"en","title":"Culture and Customer Service","broadcastable":true,"draft":null,"has_indexable_attachment":true,"indexable":true}}["work"]; window.loswp.workCoauthors = [26352283]; window.loswp.locale = "en"; window.loswp.countryCode = "SG"; window.loswp.cwvAbTestBucket = ""; window.loswp.designVariant = "ds_vanilla"; window.loswp.fullPageMobileSutdModalVariant = "full_page_mobile_sutd_modal"; window.loswp.useOptimizedScribd4genScript = false; window.loginModal = {}; window.loginModal.appleClientId = 'edu.academia.applesignon'; window.userInChina = "false";</script><script defer="" src="https://accounts.google.com/gsi/client"></script><div class="ds-loswp-container"><div class="ds-work-card--grid-container"><div class="ds-work-card--container js-loswp-work-card"><div class="ds-work-card--cover"><div class="ds-work-cover--wrapper"><div class="ds-work-cover--container"><button class="ds-work-cover--clickable js-swp-download-button" data-signup-modal="{"location":"swp-splash-paper-cover","attachmentId":83988798,"attachmentType":"pdf"}"><img alt="First page of “Culture and Customer Service”" class="ds-work-cover--cover-thumbnail" src="https://0.academia-photos.com/attachment_thumbnails/83988798/mini_magick20220704-6973-1enr0lk.png?1656992696" /><img alt="PDF Icon" class="ds-work-cover--file-icon" src="//a.academia-assets.com/images/single_work_splash/adobe_icon.svg" /><div class="ds-work-cover--hover-container"><span class="material-symbols-outlined" style="font-size: 20px" translate="no">download</span><p>Download Free PDF</p></div><div class="ds-work-cover--ribbon-container">Download Free PDF</div><div class="ds-work-cover--ribbon-triangle"></div></button></div></div></div><div class="ds-work-card--work-information"><h1 class="ds-work-card--work-title">Culture and Customer Service</h1><div class="ds-work-card--work-authors ds-work-card--detail"><a class="ds-work-card--author js-wsj-grid-card-author ds2-5-body-md ds2-5-body-link" data-author-id="26352283" href="https://independent.academia.edu/PernillaRorso"><img alt="Profile image of Pernilla Rorso" class="ds-work-card--author-avatar" src="//a.academia-assets.com/images/s65_no_pic.png" />Pernilla Rorso</a></div><div class="ds-work-card--detail"><div class="ds-work-card--work-metadata"><div class="ds-work-card--work-metadata__stat"><span class="material-symbols-outlined" style="font-size: 20px" translate="no">visibility</span><p class="ds2-5-body-sm" id="work-metadata-view-count">…</p></div><div class="ds-work-card--work-metadata__stat"><span class="material-symbols-outlined" style="font-size: 20px" translate="no">description</span><p class="ds2-5-body-sm">21 pages</p></div><div class="ds-work-card--work-metadata__stat"><span class="material-symbols-outlined" style="font-size: 20px" translate="no">link</span><p class="ds2-5-body-sm">1 file</p></div></div><script>(async () => { const workId = 76154173; const worksViewsPath = "/v0/works/views?subdomain_param=api&work_ids%5B%5D=76154173"; const getWorkViews = async (workId) => { const response = await fetch(worksViewsPath); if (!response.ok) { throw new Error('Failed to load work views'); } const data = await response.json(); return data.views[workId]; }; // Get the view count for the work - we send this immediately rather than waiting for // the DOM to load, so it can be available as soon as possible (but without holding up // the backend or other resource requests, because it's a bit expensive and not critical). const viewCount = await getWorkViews(workId); const updateViewCount = (viewCount) => { try { const viewCountNumber = parseInt(viewCount, 10); if (viewCountNumber === 0) { // Remove the whole views element if there are zero views. document.getElementById('work-metadata-view-count')?.parentNode?.remove(); return; } const commaizedViewCount = viewCountNumber.toLocaleString(); const viewCountBody = document.getElementById('work-metadata-view-count'); if (!viewCountBody) { throw new Error('Failed to find work views element'); } viewCountBody.textContent = `${commaizedViewCount} views`; } catch (error) { // Remove the whole views element if there was some issue parsing. document.getElementById('work-metadata-view-count')?.parentNode?.remove(); throw new Error(`Failed to parse view count: ${viewCount}`, error); } }; // If the DOM is still loading, wait for it to be ready before updating the view count. if (document.readyState === "loading") { document.addEventListener('DOMContentLoaded', () => { updateViewCount(viewCount); }); // Otherwise, just update it immediately. } else { updateViewCount(viewCount); } })();</script></div><p class="ds-work-card--work-abstract ds-work-card--detail ds2-5-body-md">Opportunities arising from globalization, advances in technology, and outsourcing have meant that companies have increasingly turned their attention to consolidating customer service across national borders in order to bring down costs, while at the same time trying to increase customer accessibility through a single point of contact. From an economic viewpoint, it is very lucrative to establish a pan-regional customer service center, able to serve an entire region or continent such as Europe, Latin America, and Asia. In developed countries, labor often makes up as much as 60-70% of operating costs, which makes it particularly attractive to relocate customer service to sites where labor cost are but a fraction of what they are at home. Countries and regions such as India, The Philippines, Mexico, Central and South America, Africa, Central and Eastern Europe have been especially attractive to such initiatives. Adding into the equation is the issue of the economy of scale; consolidating customer service into one single location or a few allows large call centers to handle large call volumes instead of small call centers handling a variety of issues. On a superficial level, the choice is self-evident. While some companies have been successful to different degrees in their efforts to centralize (e.g., IBM, Morgan Stanley, Nortel Networks, and MetLife) i , others have had to revert part of or the whole consolidation (e.g. Dell, Orange, and Nike iiiii ). Whether through outsourcing or near/off shoring, consolidating customer service internationally is a complex endeavor and often an ongoing battle. One of the reasons why it is more complex than most organizations realized is the intercultural part of the operation. Customer service is about strategy Customer service is about strategy Customer service is about strategy Most companies see customer service centers as cost centers. Few companies see customer service centers as providers of competitive advantage. iv Creating a winning customer strategy is to deliver a customer value proposition based on a thorough understanding of the customer's culture, values and needs that</p><div class="ds-work-card--button-container"><button class="ds2-5-button js-swp-download-button" data-signup-modal="{"location":"continue-reading-button--work-card","attachmentId":83988798,"attachmentType":"pdf","workUrl":"https://www.academia.edu/76154173/Culture_and_Customer_Service"}">See full PDF</button><button class="ds2-5-button ds2-5-button--secondary js-swp-download-button" data-signup-modal="{"location":"download-pdf-button--work-card","attachmentId":83988798,"attachmentType":"pdf","workUrl":"https://www.academia.edu/76154173/Culture_and_Customer_Service"}"><span class="material-symbols-outlined" style="font-size: 20px" translate="no">download</span>Download PDF</button></div><div class="ds-signup-banner-trigger-container"><div class="ds-signup-banner-trigger ds-signup-banner-trigger-control"></div></div><div class="ds-signup-banner ds-signup-banner-control"><div id="ds-signup-banner-close-button"><button class="ds2-5-button ds2-5-button--secondary ds2-5-button--inverse"><span class="material-symbols-outlined" style="font-size: 20px" translate="no">close</span></button></div><div class="ds-signup-banner-ctas"><img src="//a.academia-assets.com/images/academia-logo-capital-white.svg" /><h4 class="ds2-5-heading-serif-sm">Sign up for access to the world's latest research</h4><button class="ds2-5-button ds2-5-button--inverse ds2-5-button--full-width js-swp-download-button" data-signup-modal="{"location":"signup-banner"}">Sign up for free<span class="material-symbols-outlined" style="font-size: 20px" translate="no">arrow_forward</span></button></div><div class="ds-signup-banner-divider"></div><div class="ds-signup-banner-reasons"><div class="ds-signup-banner-reasons-item"><span class="material-symbols-outlined" style="font-size: 24px" translate="no">check</span><span>Get notified about relevant papers</span></div><div class="ds-signup-banner-reasons-item"><span class="material-symbols-outlined" style="font-size: 24px" translate="no">check</span><span>Save papers to use in your research</span></div><div class="ds-signup-banner-reasons-item"><span class="material-symbols-outlined" style="font-size: 24px" translate="no">check</span><span>Join the discussion with peers</span></div><div class="ds-signup-banner-reasons-item"><span class="material-symbols-outlined" style="font-size: 24px" translate="no">check</span><span>Track your impact</span></div></div></div><script>(() => { // Set up signup banner show/hide behavior: // 1. 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In this context, this study sought to analyze this service as an element of competitive advantage in a retail company in the optical industry. To reach the proposed objective, qualitative research was performed with a single case study and data collection through interviews, observation, and document analysis. The results show that to be a competitive advantage, customer service must be the subject of strategic actions, must use of social networks, be associated with loyalty tools, and be established as an instrument of organizational competitiveness.</p><div class="ds-related-work--ctas"><button class="ds2-5-text-link ds2-5-text-link--inline js-swp-download-button" data-signup-modal="{"location":"wsj-grid-card-download-pdf-modal","work_title":"In the practice, how does customer service ensure competitive advantage?","attachmentId":105729402,"attachmentType":"pdf","work_url":"https://www.academia.edu/106619302/In_the_practice_how_does_customer_service_ensure_competitive_advantage","alternativeTracking":true}"><span class="material-symbols-outlined" style="font-size: 18px" translate="no">download</span><span class="ds2-5-text-link__content">Download free PDF</span></button><a class="ds2-5-text-link ds2-5-text-link--inline js-wsj-grid-card-view-pdf" href="https://www.academia.edu/106619302/In_the_practice_how_does_customer_service_ensure_competitive_advantage"><span class="ds2-5-text-link__content">View PDF</span><span class="material-symbols-outlined" style="font-size: 18px" translate="no">chevron_right</span></a></div></div><div class="ds-related-work--container js-wsj-grid-card" data-collection-position="1" data-entity-id="34004622" data-sort-order="default"><a class="ds-related-work--title js-wsj-grid-card-title ds2-5-body-md ds2-5-body-link" href="https://www.academia.edu/34004622/The_service_edge_101_companies_that_profit_from_customer_care_by_Ron_Zemke_with_Dick_Schaaf_1989_New_York_New_American_Library_584_pp_19_95_cloth">The service edge: 101 companies that profit from customer care, by Ron Zemke with Dick Schaaf. (1989). New York: New American Library. 584 pp., $19.95, cloth</a><div class="ds-related-work--metadata"><a class="js-wsj-grid-card-author ds2-5-body-sm ds2-5-body-link" data-author-id="66498033" href="https://independent.academia.edu/ChipBell">Chip Bell</a></div><p class="ds-related-work--metadata ds2-5-body-xs">Human Resource Development Quarterly, 1990</p><div class="ds-related-work--ctas"><button class="ds2-5-text-link ds2-5-text-link--inline js-swp-download-button" data-signup-modal="{"location":"wsj-grid-card-download-pdf-modal","work_title":"The service edge: 101 companies that profit from customer care, by Ron Zemke with Dick Schaaf. (1989). New York: New American Library. 584 pp., $19.95, cloth","attachmentId":53951643,"attachmentType":"pdf","work_url":"https://www.academia.edu/34004622/The_service_edge_101_companies_that_profit_from_customer_care_by_Ron_Zemke_with_Dick_Schaaf_1989_New_York_New_American_Library_584_pp_19_95_cloth","alternativeTracking":true}"><span class="material-symbols-outlined" style="font-size: 18px" translate="no">download</span><span class="ds2-5-text-link__content">Download free PDF</span></button><a class="ds2-5-text-link ds2-5-text-link--inline js-wsj-grid-card-view-pdf" href="https://www.academia.edu/34004622/The_service_edge_101_companies_that_profit_from_customer_care_by_Ron_Zemke_with_Dick_Schaaf_1989_New_York_New_American_Library_584_pp_19_95_cloth"><span class="ds2-5-text-link__content">View PDF</span><span class="material-symbols-outlined" style="font-size: 18px" translate="no">chevron_right</span></a></div></div><div class="ds-related-work--container js-wsj-grid-card" data-collection-position="2" data-entity-id="308966" data-sort-order="default"><a class="ds-related-work--title js-wsj-grid-card-title ds2-5-body-md ds2-5-body-link" href="https://www.academia.edu/308966/Jobcentre_Plus_Customer_Service_Performance_and_Delivery_A_Qualitative_Review">Jobcentre Plus Customer Service Performance and Delivery: A Qualitative Review</a><div class="ds-related-work--metadata"><a class="js-wsj-grid-card-author ds2-5-body-sm ds2-5-body-link" data-author-id="238682" href="https://manchester.academia.edu/ColinTalbot">Colin Talbot</a></div><p class="ds-related-work--metadata ds2-5-body-xs">2005</p><div class="ds-related-work--ctas"><button class="ds2-5-text-link ds2-5-text-link--inline js-swp-download-button" data-signup-modal="{"location":"wsj-grid-card-download-pdf-modal","work_title":"Jobcentre Plus Customer Service Performance and Delivery: A Qualitative Review","attachmentId":51460199,"attachmentType":"pdf","work_url":"https://www.academia.edu/308966/Jobcentre_Plus_Customer_Service_Performance_and_Delivery_A_Qualitative_Review","alternativeTracking":true}"><span class="material-symbols-outlined" style="font-size: 18px" translate="no">download</span><span class="ds2-5-text-link__content">Download free PDF</span></button><a class="ds2-5-text-link ds2-5-text-link--inline js-wsj-grid-card-view-pdf" href="https://www.academia.edu/308966/Jobcentre_Plus_Customer_Service_Performance_and_Delivery_A_Qualitative_Review"><span class="ds2-5-text-link__content">View PDF</span><span class="material-symbols-outlined" style="font-size: 18px" translate="no">chevron_right</span></a></div></div><div class="ds-related-work--container js-wsj-grid-card" data-collection-position="3" data-entity-id="73293255" data-sort-order="default"><a class="ds-related-work--title js-wsj-grid-card-title ds2-5-body-md ds2-5-body-link" href="https://www.academia.edu/73293255/The_challenges_of_the_customer_services_for_modern_market_requests_A_case_study_of_Telecom_Serbia">The challenges of the customer services for modern market requests: A case study of Telecom Serbia</a><div class="ds-related-work--metadata"><a class="js-wsj-grid-card-author ds2-5-body-sm ds2-5-body-link" data-author-id="133263059" href="https://independent.academia.edu/BorislavKolari%C4%87">Borislav Kolarić</a></div><p class="ds-related-work--metadata ds2-5-body-xs">African Journal of Business Management, 2011</p><p class="ds-related-work--abstract ds2-5-body-sm">A new review of telecommunication business in modern economic environment indicates that there is no existence without accepting modern marketing approach. There must be a strong focus on the organizational design, which create an internal environment that is supportive to the empowerment of customer centred employees. The goal of the research consisted in the identification of the internal factors for which it was assumed that they had a relevant impact on employess skills in customers services. The ground research of this study comprised a sample of the epmloyees from all customer services of “Telecom Serbia” in Srem province of Serbia. The basic assumption was that there exist a correlation between internal marketing and employess skills, and this study has proved it. The scientific information from this article could be interesting for domestic telecomuncations companys and their management and all services organizations. Key words: Internal marketing, customer service, employ...</p><div class="ds-related-work--ctas"><button class="ds2-5-text-link ds2-5-text-link--inline js-swp-download-button" data-signup-modal="{"location":"wsj-grid-card-download-pdf-modal","work_title":"The challenges of the customer services for modern market requests: A case study of Telecom Serbia","attachmentId":81869311,"attachmentType":"pdf","work_url":"https://www.academia.edu/73293255/The_challenges_of_the_customer_services_for_modern_market_requests_A_case_study_of_Telecom_Serbia","alternativeTracking":true}"><span class="material-symbols-outlined" style="font-size: 18px" translate="no">download</span><span class="ds2-5-text-link__content">Download free PDF</span></button><a class="ds2-5-text-link ds2-5-text-link--inline js-wsj-grid-card-view-pdf" href="https://www.academia.edu/73293255/The_challenges_of_the_customer_services_for_modern_market_requests_A_case_study_of_Telecom_Serbia"><span class="ds2-5-text-link__content">View PDF</span><span class="material-symbols-outlined" style="font-size: 18px" translate="no">chevron_right</span></a></div></div><div class="ds-related-work--container js-wsj-grid-card" data-collection-position="4" data-entity-id="94847108" data-sort-order="default"><a class="ds-related-work--title js-wsj-grid-card-title ds2-5-body-md ds2-5-body-link" href="https://www.academia.edu/94847108/Strategic_organizational_dimensions_that_influence_customer_service_Atena_Editora_">Strategic organizational dimensions that influence customer service (Atena Editora)</a><div class="ds-related-work--metadata"><a class="js-wsj-grid-card-author ds2-5-body-sm ds2-5-body-link" data-author-id="181069810" href="https://independent.academia.edu/NataliaOliveira226">Atena Editora</a></div><p class="ds-related-work--metadata ds2-5-body-xs">Strategic organizational dimensions that influence customer service (Atena Editora), 2022</p><p class="ds-related-work--abstract ds2-5-body-sm">In the article “Customer service as a decision-making factor in a Mozambican Telecommunication Company”, Chacha and Figueiras (2017), publish the thesis “Customer service as a driving factor of relationship marketing” of company “A” with its customers. The interest in this research stems from the fact that customer service has become a critical tool for customers to evaluate companies. In this research, service is studied from two dimensions: strategic and operational. Thus, the present article, also built from the thesis, proposes to determine the strategic dimension with the greatest influence on service. This objective goes beyond helping managers to optimize investment in customer service, as it benefits society by offering an adequate and humane approach, which constitutes a competitive advantage for the company. This is a mixed survey. For data collection, we opted for a standardized, self-completed questionnaire applied to a probabilistic sample of 232 elements, aided by an interview with focus group, applied to 186 participants, intentionally chosen, totaling 418 respondents. For data processing, triangulated multivariate statistics were used with the path analysis method and content analysis, respectively for quantitative and qualitative data. The organizational climate appears to be the strategic dimension that exerts the greatest influence on customer service, with association coefficients of 0.6217 and 0.8388, in both perspectives of the trajectory model.</p><div class="ds-related-work--ctas"><button class="ds2-5-text-link ds2-5-text-link--inline js-swp-download-button" data-signup-modal="{"location":"wsj-grid-card-download-pdf-modal","work_title":"Strategic organizational dimensions that influence customer service (Atena Editora)","attachmentId":97193145,"attachmentType":"pdf","work_url":"https://www.academia.edu/94847108/Strategic_organizational_dimensions_that_influence_customer_service_Atena_Editora_","alternativeTracking":true}"><span class="material-symbols-outlined" style="font-size: 18px" translate="no">download</span><span class="ds2-5-text-link__content">Download free PDF</span></button><a class="ds2-5-text-link ds2-5-text-link--inline js-wsj-grid-card-view-pdf" href="https://www.academia.edu/94847108/Strategic_organizational_dimensions_that_influence_customer_service_Atena_Editora_"><span class="ds2-5-text-link__content">View PDF</span><span class="material-symbols-outlined" style="font-size: 18px" translate="no">chevron_right</span></a></div></div><div class="ds-related-work--container js-wsj-grid-card" data-collection-position="5" data-entity-id="95808682" data-sort-order="default"><a class="ds-related-work--title js-wsj-grid-card-title ds2-5-body-md ds2-5-body-link" href="https://www.academia.edu/95808682/Structuring_and_implementing_a_customer_service_center_for_telecommunications_SMEs_in_Colombia">Structuring and implementing a customer service center for telecommunications SMEs in Colombia</a><div class="ds-related-work--metadata"><a class="js-wsj-grid-card-author ds2-5-body-sm ds2-5-body-link" data-author-id="255059868" href="https://independent.academia.edu/NelsonVera48">Nelson Vera</a></div><p class="ds-related-work--metadata ds2-5-body-xs">Contemporary Engineering Sciences, 2017</p><p class="ds-related-work--abstract ds2-5-body-sm">This document proposes the implementation of a care center customer for small and medium-sized enterprises (SMEs) in Colombia as a new business plan. The methodology begins with the study of the current situation of the company, identifying the problem (customer dissatisfaction with company response in Colombia). Later, multiple studies were conducted including general environment analysis and the marketing plan, to finally establish the possibility of consolidating this expansion opportunity within a company. The results suggest that the business model developed is viable because it generates economic benefits for businesses. The main conclusion is that implementing the Contact Center for companies, in addition to being necessary, is feasible and increases productivity.</p><div class="ds-related-work--ctas"><button class="ds2-5-text-link ds2-5-text-link--inline js-swp-download-button" data-signup-modal="{"location":"wsj-grid-card-download-pdf-modal","work_title":"Structuring and implementing a customer service center for telecommunications SMEs in Colombia","attachmentId":97887277,"attachmentType":"pdf","work_url":"https://www.academia.edu/95808682/Structuring_and_implementing_a_customer_service_center_for_telecommunications_SMEs_in_Colombia","alternativeTracking":true}"><span class="material-symbols-outlined" style="font-size: 18px" translate="no">download</span><span class="ds2-5-text-link__content">Download free PDF</span></button><a class="ds2-5-text-link ds2-5-text-link--inline js-wsj-grid-card-view-pdf" href="https://www.academia.edu/95808682/Structuring_and_implementing_a_customer_service_center_for_telecommunications_SMEs_in_Colombia"><span class="ds2-5-text-link__content">View PDF</span><span class="material-symbols-outlined" style="font-size: 18px" translate="no">chevron_right</span></a></div></div><div class="ds-related-work--container js-wsj-grid-card" data-collection-position="6" data-entity-id="21982838" data-sort-order="default"><a class="ds-related-work--title js-wsj-grid-card-title ds2-5-body-md ds2-5-body-link" href="https://www.academia.edu/21982838/Intercultural_Aspect_of_Customer_Management">Intercultural Aspect of Customer Management</a><div class="ds-related-work--metadata"><a class="js-wsj-grid-card-author ds2-5-body-sm ds2-5-body-link" data-author-id="6452854" href="https://uniurb.academia.edu/ToninoPencarelli">Tonino Pencarelli</a></div><p class="ds-related-work--abstract ds2-5-body-sm">The objective of this paper is to show the intercultural implications of the customer care, analyzing three case studies. After theoretical background about studies on the culture, the intercultural aspects of the service management and the customer relationship management, we will illustrate how a furniture manufacturing company, a heat exchangers for domestic boilers enterprise and a firm that sell equipment for agricultural irrigation, all of them operating in the global market, manage their customers in each foreign country and which are the managerial implications. Results show that each company changes the way to manage their foreign markets according to the culture of origin of the customers. The most relevant aspect they have in common is the customer relationship management, focusing it on trust and commitment.</p><div class="ds-related-work--ctas"><button class="ds2-5-text-link ds2-5-text-link--inline js-swp-download-button" data-signup-modal="{"location":"wsj-grid-card-download-pdf-modal","work_title":"Intercultural Aspect of Customer Management","attachmentId":42693058,"attachmentType":"pdf","work_url":"https://www.academia.edu/21982838/Intercultural_Aspect_of_Customer_Management","alternativeTracking":true}"><span class="material-symbols-outlined" style="font-size: 18px" translate="no">download</span><span class="ds2-5-text-link__content">Download free PDF</span></button><a class="ds2-5-text-link ds2-5-text-link--inline js-wsj-grid-card-view-pdf" href="https://www.academia.edu/21982838/Intercultural_Aspect_of_Customer_Management"><span class="ds2-5-text-link__content">View PDF</span><span class="material-symbols-outlined" style="font-size: 18px" translate="no">chevron_right</span></a></div></div><div class="ds-related-work--container js-wsj-grid-card" data-collection-position="7" data-entity-id="73601575" data-sort-order="default"><a class="ds-related-work--title js-wsj-grid-card-title ds2-5-body-md ds2-5-body-link" href="https://www.academia.edu/73601575/What_the_eye_does_not_see_the_mind_cannot_reject_Can_call_center_location_explain_differences_in_customer_evaluations">What the eye does not see, the mind cannot reject: Can call center location explain differences in customer evaluations?</a><div class="ds-related-work--metadata"><a class="js-wsj-grid-card-author ds2-5-body-sm ds2-5-body-link" data-author-id="36660786" href="https://independent.academia.edu/DwayneGremler">Dwayne Gremler</a></div><p class="ds-related-work--metadata ds2-5-body-xs">International Business Review, 2012</p><p class="ds-related-work--abstract ds2-5-body-sm">Many firms have moved call centers and service operations to lower cost locations in other countries in an attempt to achieve their strategic goals of improving their cost structure or increasing their profitability (</p><div class="ds-related-work--ctas"><button class="ds2-5-text-link ds2-5-text-link--inline js-swp-download-button" data-signup-modal="{"location":"wsj-grid-card-download-pdf-modal","work_title":"What the eye does not see, the mind cannot reject: Can call center location explain differences in customer evaluations?","attachmentId":82060515,"attachmentType":"pdf","work_url":"https://www.academia.edu/73601575/What_the_eye_does_not_see_the_mind_cannot_reject_Can_call_center_location_explain_differences_in_customer_evaluations","alternativeTracking":true}"><span class="material-symbols-outlined" style="font-size: 18px" translate="no">download</span><span class="ds2-5-text-link__content">Download free PDF</span></button><a class="ds2-5-text-link ds2-5-text-link--inline js-wsj-grid-card-view-pdf" href="https://www.academia.edu/73601575/What_the_eye_does_not_see_the_mind_cannot_reject_Can_call_center_location_explain_differences_in_customer_evaluations"><span class="ds2-5-text-link__content">View PDF</span><span class="material-symbols-outlined" style="font-size: 18px" translate="no">chevron_right</span></a></div></div><div class="ds-related-work--container js-wsj-grid-card" data-collection-position="8" data-entity-id="110948567" data-sort-order="default"><a class="ds-related-work--title js-wsj-grid-card-title ds2-5-body-md ds2-5-body-link" href="https://www.academia.edu/110948567/REVERSING_THE_TREND_OF_COMMODITIZATION_A_case_study_of_the_strategic_planning_and_management_of_a_call_center">REVERSING THE TREND OF COMMODITIZATION - A case study of the strategic planning and management of a call center</a><div class="ds-related-work--metadata"><a class="js-wsj-grid-card-author ds2-5-body-sm ds2-5-body-link" data-author-id="32020444" href="https://bentley.academia.edu/RobertGalliers">Robert Galliers</a></div><p class="ds-related-work--metadata ds2-5-body-xs">2004</p><p class="ds-related-work--abstract ds2-5-body-sm">The paper challenges the prevalent paradigm that differentiates between the management of a core competence and commodity processes. A case study is conducted to examine the strategic planning and management of a call center to illustrate that a commodity process, such as handling customers' complaints and enquiries, can be transformed into a core competence, if a clear strategic intent is articulated and adequate management approaches are followed. Findings derived from this study suggest that a call center can provide substantial added value to the business and be managed differently through devising an appropriate intellectual capital management approach.</p><div class="ds-related-work--ctas"><button class="ds2-5-text-link ds2-5-text-link--inline js-swp-download-button" data-signup-modal="{"location":"wsj-grid-card-download-pdf-modal","work_title":"REVERSING THE TREND OF COMMODITIZATION - A case study of the strategic planning and management of a call center","attachmentId":108607233,"attachmentType":"pdf","work_url":"https://www.academia.edu/110948567/REVERSING_THE_TREND_OF_COMMODITIZATION_A_case_study_of_the_strategic_planning_and_management_of_a_call_center","alternativeTracking":true}"><span class="material-symbols-outlined" style="font-size: 18px" translate="no">download</span><span class="ds2-5-text-link__content">Download free PDF</span></button><a class="ds2-5-text-link ds2-5-text-link--inline js-wsj-grid-card-view-pdf" href="https://www.academia.edu/110948567/REVERSING_THE_TREND_OF_COMMODITIZATION_A_case_study_of_the_strategic_planning_and_management_of_a_call_center"><span class="ds2-5-text-link__content">View PDF</span><span class="material-symbols-outlined" style="font-size: 18px" translate="no">chevron_right</span></a></div></div><div class="ds-related-work--container js-wsj-grid-card" data-collection-position="9" data-entity-id="4943239" data-sort-order="default"><a class="ds-related-work--title js-wsj-grid-card-title ds2-5-body-md ds2-5-body-link" href="https://www.academia.edu/4943239/When_the_Going_Gets_Tough_Should_Customer_Service_Get_Going">When the Going Gets Tough: Should Customer Service Get Going</a><div class="ds-related-work--metadata"><a class="js-wsj-grid-card-author ds2-5-body-sm ds2-5-body-link" data-author-id="6499566" href="https://independent.academia.edu/LineOlsen">Line Olsen</a></div><p class="ds-related-work--abstract ds2-5-body-sm">Building on theory from consumer behavior this paper investigates the impact customer service may have on customer satisfaction, relative attractiveness, and commitment (affective and calculative). The findings indicate that independent of level of customer service its impact on all constructs is significant. Interestingly, customers who report a low score on customer service have the strongest correlations but lowest construct scores and vice versa for customers reporting high customer service scores. Whereas customers who report a high score in customer service have a stronger affective commitment, customers who report a low score have a more balanced commitment. The latter indicates that these customers are more likely to switch. For managers these findings imply that customer service is a key driver of consumers' behavioral intentions. It is a revenue generating activity. Following this, customer service is an area in which managers should invest rather than cutting when the going gets tough.</p><div class="ds-related-work--ctas"><button class="ds2-5-text-link ds2-5-text-link--inline js-swp-download-button" data-signup-modal="{"location":"wsj-grid-card-download-pdf-modal","work_title":"When the Going Gets Tough: Should Customer Service Get Going","attachmentId":32200051,"attachmentType":"pdf","work_url":"https://www.academia.edu/4943239/When_the_Going_Gets_Tough_Should_Customer_Service_Get_Going","alternativeTracking":true}"><span class="material-symbols-outlined" style="font-size: 18px" translate="no">download</span><span class="ds2-5-text-link__content">Download free PDF</span></button><a class="ds2-5-text-link ds2-5-text-link--inline js-wsj-grid-card-view-pdf" href="https://www.academia.edu/4943239/When_the_Going_Gets_Tough_Should_Customer_Service_Get_Going"><span class="ds2-5-text-link__content">View PDF</span><span class="material-symbols-outlined" style="font-size: 18px" translate="no">chevron_right</span></a></div></div></div></div><div class="ds-sticky-ctas--wrapper js-loswp-sticky-ctas hidden"><div class="ds-sticky-ctas--grid-container"><div class="ds-sticky-ctas--container"><button class="ds2-5-button js-swp-download-button" data-signup-modal="{"location":"continue-reading-button--sticky-ctas","attachmentId":83988798,"attachmentType":"pdf","workUrl":null}">See full PDF</button><button class="ds2-5-button ds2-5-button--secondary js-swp-download-button" data-signup-modal="{"location":"download-pdf-button--sticky-ctas","attachmentId":83988798,"attachmentType":"pdf","workUrl":null}"><span class="material-symbols-outlined" style="font-size: 20px" translate="no">download</span>Download PDF</button></div></div></div><div class="ds-below-fold--grid-container"><div class="ds-work--container js-loswp-embedded-document"><div class="attachment_preview" data-attachment="Attachment_83988798" style="display: none"><div class="js-scribd-document-container"><div class="scribd--document-loading js-scribd-document-loader" style="display: block;"><img alt="Loading..." src="//a.academia-assets.com/images/loaders/paper-load.gif" /><p>Loading Preview</p></div></div><div style="text-align: center;"><div class="scribd--no-preview-alert js-preview-unavailable"><p>Sorry, preview is currently unavailable. 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