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Stream/Area:
-
Subject:
-
Paper ID:
IJSREM64451
Volume:
10 |
6 |
Jun 2026
Pages:
1-3
Publication Frequency:
Monthly (12 issues per year)
License:International Journal of Scientific Research in Engineering and Management follows the Creative Commons Attribution 4.0 (CC BY 4.0) License, allowing free use and distribution with proper attribution.
MBA
Galgotias University
MBA
Galgotias University
In today’s competitive service environment, customer service is more than problem fixing and transaction. Long-term companies are more cognizant of the need to form significant human ties with their clients. This study paper discusses the relevance of customer service in promoting customer delight, loyalty and the image of the organization. The study looks at the importance of empathy, communication, responsiveness, personalization and emotional intelligence in customer experiences. The study reviews existing research and discusses customer service techniques to illustrate the relevance of human-centered service strategies in building better customer connections. Results suggest that customers want authentic interactions and customized experiences that build trust, enhance satisfaction and lead to brand loyalty. The paper calls on organisations, especially in the aviation industry, to centre human connection in customer service excellence.
KEYWORDS
Customer service has gone from being a transaction to a deliberate effort to build long-term connections with clients. The study shows that even in a digital environment human interaction is vital for the quality of services. Empathizing, communicating well, responding quickly and personalizing interactions will help you increase client satisfaction and loyalty. The use of human-centric service approaches can be a strong competitive advantage in the airline business, since the customer experience is one of the key pillars of the brand image. The study demonstrates that improved customer service means stronger personal connection, better client retention and better performance for the organization.
1. Grönroos, C. (2007). Service Management and Marketing. John Wiley and Sons. Heskett, J. L., Sasser, W. E., & Schlesinger, L. A. (1997). 2. The Service-Profit Chain . Free Press. 3. Kotler, P. & Keller, K. L. (2016). Marketing Management. (15th Edition). Pearson Education. 4. Parasuraman, A., Zeithaml, V. A. & Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Customer Perceptions of Service Quality. Journal of Retailing, 64(1), 12-40. 5. Johnston, R. and Clark, G. (2008) Service Operations Management. Pearson Education.
Publication Date
6/1/2026
Peer Review Type
Double-Blind Peer Review
Review Rounds: 2
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Conflict of Interest
The authors declare no conflict of interest related to this research work.
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