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- Status: Published
In today's business environment, customer service is more critical than ever. It is a major factor when consumers decide where to take their business. However, consumer choice is not applicable to all businesses for example, public utilities. Consumers do not have a choice in picking which utility company provides them service; the choice depends upon local jurisdictions and predetermined service territories. This lack of choice creates a "forced relationship" between consumers and public utilities. Because the nature of this relationship can have a negative impact, public utilities need to reevaluate their approach and invest in effective customer service as a valuable tool to achieve their organizational goals. This study investigates the need for public utilities to expand their investment; explores the available avenues to expand their investment; and offers a recommended pathway with the features and interface to expand their investment. Technology is the key in achieving organizational goals as it can reengineer internal and external operations. Self-service technology (SST) along with the features of gamification enable an organization to reengineer both its internal and its external operations. Companies can shift work from employees to customers and develop new mediums for customer service interaction. Overall, three investments are analyzed: traditional call centers, online, and mobile. The analysis focuses on available features and how those features affect the achievement of organizational goals. Two studies comprise interviews with utility representatives and a customer survey completed to reinforce findings. Based on the research, a smartphone application is the best option to enhance customer service while addressing all organizational goals.
public health sphere.
Methods: Semi-structured interviews were collected from 55 adults from the South Phoenix community between November 2009 and September 2010. Interviews were digitally recorded with participant permission and transcribed. Of those collected, 48 transcribed interviews were analyzed using a codebook designed by the researcher. Percent agreement evaluated inter-rater reliability.Results: Latino immigrants in South Phoenix largely agree that health quality is heavily dependent on personal responsibility and not an intrinsic attribute of a given place. Emotional contentedness and distress, both factors of mental health, are impacted by cross-cultural differences between Latino and U.S. culture systems.
Conclusions: As people’s personal perceptions of differences in health are complex concepts influenced by personal backgrounds, culture, and beliefs, attempting to demark a side of the border as ‘healthier’ than the other using personal perceptions is overly simplified and misses central concepts. Instead, exploration of individual variables impacting health allowed this study to gain a more nuanced understanding in how people determine quality of both personal and environmental health. While Latino migrants in South Phoenix largely agree that health is based on personal responsibility and choices, many nonetheless experience higher levels of contentedness and emotional health in their country of origin.