Business

Customer Service: Annotated Bibliography

LaShanda Lewis

AMU

20171008

Topic: Customer service outsourcing

Christopher, M., Payne, A., & Ballantyne, D. (2011). Relationship marketing: bringing quality customer service and marketing together. New York: John Wiley and sons

The author in this source presents arguments on the topic of customer service and the prevailing trends which are considered to affect this field in modern business. The relationship between quality and customer service is healthy, and this should be a factor of consideration especially where profitability is desired in significant organizations. Customer service marketing is a component that should not be shunned, especially for increased consumer satisfaction. The source is credible in this case, as it provides relevant information on the elements which need to be prioritized where consumer satisfaction and loyalty ought to be achieved in an organization setting.

Gutek, B. A. (2015). The dynamics of service: Reflections on the changing nature of customer/provider interactions. Jossey-Bass.

The source prioritizes more on the dynamics of service and the nature of different customer service interactions. Gutted presents fundamental and social mechanisms which provide services to consumers. The author describes the psychology of relationships as well as encounters. It also examines the implications for consumers and providers to explain experiences of different workers. Gutek explains psychological factors related to this field, and how these affect consumers in general. The source compliments other sources of research in this field and helps the reader to understand significant implications and psychological factors which affect consumer satisfaction in the modern business world.

Lambert, D. M., & Harrington, T. C. (2010). Measuring nonresponse bias in customer service email surveys. Journal of Business Logistics, 11(2), 5.

The business world is faced with a lot of challenges, some of which can be controlled by the owners and some of which are out of control. These elements affect the organization, its consumers, and more o, its public image in the industry. There is a need to ensure that customer service is not compromised and more so, that satisfaction is achieved despite the hurdles an organization has to encounter. The source is a journal and plays a significant role in organization success. The authors in this source emphasize the importance of having consumer information, in regards to their response to this critical element.

Walsh, J., & Deery, S. (2016). Refashioning organizational boundaries: Outsourcing customer service work. Journal of Management Studies, 43(3), 557-582.

In the recent years, there has been a noticeable trend towards the concept of outsourcing, which has been embraced by the majority of the organizations. However, little research has been carried out in this field, especially on employee's attitudes when it comes to working in outsourced firms. The author presents a study conducted in the area of call center service. This is where substantial growth has been realized over the years. The quality of customer service offered has been critically assessed, and loopholes identified in this case. Customer service is the key to success in service industries, hence should be regarded a priority to retain customers.

Wei Khong, K. (2015). The perceived impact of successful outsourcing on customer service management. Supply Chain Management: An International Journal, 10(5), 402-411.

The purpose of the author in this source is to present the perceived impact of successful outsourcing especially in regards to customer service management. The design used in the paper takes an examination approach, where a survey was carried out, and involving 124 companies in Malaysia. The factors which affect customer service management have been addressed by the authors and the key factors which manifest successful outsourcing. Structural equation modeling has been used for model estimation purposes. This model has been able to predict the implications on customer service management and has helped the author to connect with the reader more effectively.

Vickery, S. K., Jayaram, J., Droge, C., & Calantone, R. (2013). The effects of an integrative supply chain strategy on customer service and financial performance: an analysis of direct versus indirect relationships. Journal of operations management, 21(5), 523-539.

The study takes note of the performance implications in regards to integrated supply chain strategies. Customer service performance has been prioritized in the paper, followed by the element of financial performance. The author uses two different components of an integrated supply chain, which have been identified a; integrative information technology, and supply chain integration. The impact of supply chain strategy in customer service has also been examined, and an explicit elaboration brought out as to what can be done on logistics to improve customer service outsourcing strategies. This is a credible source and goes ahead to compliment different research sources in the same field.

Quinn, J. B., & Hilmer, F. G. (2014). Strategic outsourcing. Sloan management review, 35(4), 43.

This source highlights how organizations can adopt strategic outsourcing to enhance growth and competition in their respective industries. The concept of strategic outsourcing is not new in the customer service sector. The element of customer service outsourcing can be added value through strategic outsourcing. The ultimate goal is to enhance effectiveness in organizations. The author emphasizes the need to consider the outsourcing in this industry could lead to a lot of idea generation that will be beneficial to the organization and the industry as a whole. The author represents the views of many business men, who not only aim at profitability, but also innovation and proper service delivery.

Ray, G., Muhanna, W. A., & Barney, J. B. (2015). Information technology and the performance of the customer service process: A resource-based analysis. MIS Quarterly, 625-652.

The need to deliver quality has emerged as a significant strategic imperative in the customer service industry. This paper presents a study which examines the extent to which information technology affects customer service in the different organization. The paper goes ahead to build on the different information system which can be used at work, and their impact on customer service effectiveness in the organization. The author finds out that firm-specific resource and competing firms play a role in the variation process, and capabilities of an organization to achieve proper customer service for its clientele in the competitive industry, in the modern business world.

Wallenburg, C. (2010). Innovation in logistics outsourcing relationships: proactive improvement by logistics service providers as a driver of customer loyalty. Journal of Supply Chain Management, 45(2), 75-93.

Wallenberg emphasizes that innovation is the key to helping logistics service providers in different markets. This concept as well, supports major organizations to differentiate themselves from competitors. With innovation in place, relationship-specific models can be embraced. Establishing good relationships with the consumer is what will help organizations in the service industry to achieve profitability in the long term. This source presents a study which analyzes 298 logistic outsourcing relationships. It uses the survey method and structural equation model to come up with practical results. The journal also presents a composition of different patterns which are used to determine drivers of loyalty in the organization.

Saunders, C., Gebelt, M., & Hu, Q. (2017). Achieving success in information systems outsourcing. California Management Review, 39(2), 63-79.

There is an alarming growth in outpouring information systems activities. Market expansion in major European countries relies on customer service outsourcing for the sake of meeting demand and increasing efficiency in service delivery in their organizations. The source points out the different arrangements which have been embraced by international companies to reap expected benefits in this industry. The article also reports the findings of a study of companies. The author highlights the fact that disappointments are bound to be met, but management teams need to come together to ensure that perceptions when entering outsourcing arrangements are well handled.