Assignment on Business Research Project

Business research project 0
Business research project
Literature review
System04116
8/22/2019

Business Research Project 1
Contents
Literature review............................................................................................................. 2
Customer service.......................................................................................................... 2
Customer service in retail industry.................................................................................... 2
Technological advancement in customer service...................................................................3
The impact of self-checkout machines in retail industry..........................................................4
The implementation of self-check put service....................................................................4
The productivity of self-checkout service.........................................................................5
The human resource consequences.................................................................................5
References..................................................................................................................... 6

Business Research Project 2
Literature review
Customer service
Customer service is providing the service to customer before, during and after the
purchase. According to Juttner, et al. (2013), “customer service is the series of activities designed
to increase the customer satisfaction level that is the feeling which a product and services has
met the expectation of customer.”
The importance of customer service may change by product and service, industry and
customer. According to Micah Soloman, the perception of progress of such interactions will be
relies on the employees who can adjust themselves to the guest’s personality. From the point of
view of an entire process of sales engineering effort, the customer service plays a significant role
in the ability of organization to create revenue and income. From that viewpoint, experience of
customer service must be included as the integral part of an entire approach to the systematic
betterment. The customer’s service experience can change the complete viewpoint that the
customer has for an organization.
Some have argued that the quality and the customers service level has reduced in current
years and due to that, it can be attributed to a lack of understanding or support at the middle and
executive management levels of the company and the customer service policies. To address this
argument, several companies have employed the varieties of approaches to better its level of
customer satisfaction and other key performance indicators.