The influence of familiarity and customer involvement on customer service experience in Malaysian public higher education industry / Mazlina Mamat, Cheam Chai Li and Nik Nor Hasimah Nik Ismail

In this ever changing business environment, organizations need to create unique offerings to their customers. Creating superior customer experiences seems to be one of the central objectives in today's service environments. Firms around the globe have embraced the concept of customer experience...

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Main Authors:	Mamat, Mazlina, Cheam, Chai Li, Nik Ismail, Nik Nor Hasimah
Format:	Research Reports
Language:	English
Published:	Research Management Institute (RMI) 2013
Subjects:	Consumer satisfaction Customer services. Customer relations
Online Access:	http://ir.uitm.edu.my/id/eprint/25116/ http://ir.uitm.edu.my/id/eprint/25116/1/LP_MAZLINA%20MAMAT%20RMI%2013_5.pdf

id	uitm-25116
recordtype	eprints
spelling	uitm-251162019-08-06T04:39:04Z http://ir.uitm.edu.my/id/eprint/25116/ The influence of familiarity and customer involvement on customer service experience in Malaysian public higher education industry / Mazlina Mamat, Cheam Chai Li and Nik Nor Hasimah Nik Ismail Mamat, Mazlina Cheam, Chai Li Nik Ismail, Nik Nor Hasimah Consumer satisfaction Customer services. Customer relations In this ever changing business environment, organizations need to create unique offerings to their customers. Creating superior customer experiences seems to be one of the central objectives in today's service environments. Firms around the globe have embraced the concept of customer experience management, with many incorporating the idea into their mission statements. A recent IBM report identifies customer service experience as a key factor for companies to use in building loyalty to brands, channels and services (Badgett, Boyce, and Kleinberger, 2007). Similarly, it has been argued that the success of Starbucks is based on creating a distinctive customer experience for their customers (Michelli, 2007). When organizations incorporating the concept of customer service experience their strategies, they need to focus on their internal sources such employees, the people who bring the organization alive and who are responsible for the output. Without the employees the organizations would be just a structure made of steel, iron, and glass. Employees are the most important asset the company has. Employee satisfaction levels can affect the quality of service, and therefore are believed to be related to customer satisfaction issue in the service industry, where front line employees have constant interaction with customers and can affect the overall company's profitability and success. Research Management Institute (RMI) 2013 Research Reports NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/25116/1/LP_MAZLINA%20MAMAT%20RMI%2013_5.pdf Mamat, Mazlina and Cheam, Chai Li and Nik Ismail, Nik Nor Hasimah (2013) The influence of familiarity and customer involvement on customer service experience in Malaysian public higher education industry / Mazlina Mamat, Cheam Chai Li and Nik Nor Hasimah Nik Ismail. [Research Reports] (Unpublished)
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
topic	Consumer satisfaction Customer services. Customer relations
spellingShingle	Consumer satisfaction Customer services. Customer relations Mamat, Mazlina Cheam, Chai Li Nik Ismail, Nik Nor Hasimah The influence of familiarity and customer involvement on customer service experience in Malaysian public higher education industry / Mazlina Mamat, Cheam Chai Li and Nik Nor Hasimah Nik Ismail
description	In this ever changing business environment, organizations need to create unique offerings to their customers. Creating superior customer experiences seems to be one of the central objectives in today's service environments. Firms around the globe have embraced the concept of customer experience management, with many incorporating the idea into their mission statements. A recent IBM report identifies customer service experience as a key factor for companies to use in building loyalty to brands, channels and services (Badgett, Boyce, and Kleinberger, 2007). Similarly, it has been argued that the success of Starbucks is based on creating a distinctive customer experience for their customers (Michelli, 2007). When organizations incorporating the concept of customer service experience their strategies, they need to focus on their internal sources such employees, the people who bring the organization alive and who are responsible for the output. Without the employees the organizations would be just a structure made of steel, iron, and glass. Employees are the most important asset the company has. Employee satisfaction levels can affect the quality of service, and therefore are believed to be related to customer satisfaction issue in the service industry, where front line employees have constant interaction with customers and can affect the overall company's profitability and success.
format	Research Reports
author	Mamat, Mazlina Cheam, Chai Li Nik Ismail, Nik Nor Hasimah
author_facet	Mamat, Mazlina Cheam, Chai Li Nik Ismail, Nik Nor Hasimah
author_sort	Mamat, Mazlina
title	The influence of familiarity and customer involvement on customer service experience in Malaysian public higher education industry / Mazlina Mamat, Cheam Chai Li and Nik Nor Hasimah Nik Ismail
title_short	The influence of familiarity and customer involvement on customer service experience in Malaysian public higher education industry / Mazlina Mamat, Cheam Chai Li and Nik Nor Hasimah Nik Ismail
title_full	The influence of familiarity and customer involvement on customer service experience in Malaysian public higher education industry / Mazlina Mamat, Cheam Chai Li and Nik Nor Hasimah Nik Ismail
title_fullStr	The influence of familiarity and customer involvement on customer service experience in Malaysian public higher education industry / Mazlina Mamat, Cheam Chai Li and Nik Nor Hasimah Nik Ismail
title_full_unstemmed	The influence of familiarity and customer involvement on customer service experience in Malaysian public higher education industry / Mazlina Mamat, Cheam Chai Li and Nik Nor Hasimah Nik Ismail
title_sort	influence of familiarity and customer involvement on customer service experience in malaysian public higher education industry / mazlina mamat, cheam chai li and nik nor hasimah nik ismail
publisher	Research Management Institute (RMI)
publishDate	2013
url	http://ir.uitm.edu.my/id/eprint/25116/ http://ir.uitm.edu.my/id/eprint/25116/1/LP_MAZLINA%20MAMAT%20RMI%2013_5.pdf
first_indexed	2023-09-18T23:14:05Z
last_indexed	2023-09-18T23:14:05Z
_version_	1777418995249446912

The influence of familiarity and customer involvement on customer service experience in Malaysian public higher education industry / Mazlina Mamat, Cheam Chai Li and Nik Nor Hasimah Nik Ismail

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