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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
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    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)

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    More about this item

    Keywords

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

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