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Harker, Michael John. "Relationship marketing : the customer's perspective." Thesis, Nottingham Trent University, 2002. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.251244.
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Fernandes, Maria Clara Piçarra. "Atendimento bancário e qualidade de serviço prestado: estudo de caso: clientes gama alta da Região de Évora da Caixa." Master's thesis, Universidade de Évora, 2007. http://hdl.handle.net/10174/17000.
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O sector bancário ao longo dos últimos anos tem sofrido mudanças profundas, fruto de uma maior concorrência, e da alteração do comportamento dos consumidores caracterizados por uma maior exigência em termos de serviço bancário prestado. Os produtos e serviços atualmente oferecidos são extremamente vulgarizados e facilmente copiáveis, pelo que a qualidade do atendimento e do serviço prestado ao cliente será sem dúvida o principal diferencial competitivo das instituições. Tendo em atenção este contexto, e através de um estudo de caso - clientes gama alta da região de Évora da Caixa Geral de Depósitos, com este trabalho procurou-se perceber de uma forma sistemática e acessível: se esses clientes estão satisfeitos com o atendimento prestado pelo seu gestor atual, se utilizam com frequência o espaço caixazul, Saber que tipos de atendimento preferem e que qualidade deverá ter um bom atendedor. Seguiu-se uma metodologia de inquérito para recolha de informação, através da realização de questionários com início em Junho de 2006. As principais conclusões deste estudo revelam que todos os clientes estão satisfeitos com o atendimento prestado pelo seu gestor, que o espaço caixazul é utilizado pelos clientes gama alta pelo menos uma vez por mês, o atendimento personalizado é o tipo de atendimento preferido, sendo que o principal atributo de um gestor passa por informar os clientes com clareza e detalhe. Apesar de um estudo de caso não permitir generalizações, pretende-se com este trabalho sistematizar algumas orientações que ajudem as instituições bancárias a melhorar a qualidade do serviço prestado. /ABSTRACT - Along the last years the banking sector has suffered deep changes as a result of a bigger competition and the change of customer’s behaviour which is characterized by a bigger exigence in terms of the banking rendered service. The products and the services offered at the present are extremely vulgarising and easily copyable, and due to this fact the attendance quality and the rendered service to the customer will doubtless be the main competitive differential of the institutions. Having in mind this context and through a case study-high scale customers of the area of Évora of Caixa Geral de Depósitos, with this work we aimed to understand in a systematic and accessible way: if those customers are satisfied with the service rendered by their present manager, if they use the space blue box very often, and to know what kind of service they prefer and what qualities must have a good attender. It was followed a methodology of inquiry in order to gather information, through the realization of inquiries starting in June 2006. The main conclusions of this study revealed that all the customers are satisfied with the attendance rendered by their manager, that the space blue box is used by high scale customers at least once a month, the personalized attendance is their preferred kind of attendance, and as a result the main quality of a manager is to inform the customers with clarity and detail. Though this case study doesn’t allow generalizations, with this work we aimed to systematize some guidance’s which help the banking to improve the quality of the rendered service.
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Alazzawi, Muntaha. "Trust in Customer–Supplier relationships." Thesis, Linnéuniversitetet, Institutionen för maskinteknik (MT), 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-56356.
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The competitive market of today is characterized by globalization, because of that organizations increased demands from customers on the services as well as on product. In other word, the customer is focusing on buying the service in same way as they buy products. For that the trust in relationships is considered as an important and effective factor when the business to business partners want to achieve growth profitability, and long term time. In order to reach high trust in relationships between customers and suppliers, ability to measure trust in relationships and to improve it is important. One to know how to be able to follow up the trust in the relationships between customers and suppliers, maintain and develop relationships for as long as possible in order to reach the company's goals. The first step in the project was data collection via an email survey and by direct contact with those companies by phone. Then the data was used to make an analysis by comports the results with pervious theories. The analysis enabled to identify the different types of factors which makes the trust in relationships more strong and stable .In the last chapters results are discussed and it was found that the each company has its own way to follow up the relationships to maintain the trust in relationships for longer time to a achieve their goals and profit. The conclusions are each company have different way of measuring and regardless of which indicators are used for measuring the trust in relationships between the customer and service supplier, they must be linked directly to the organization's goals to maintain and continuity relationships for as long as possible in order to reach the company's goals. The effective trust is important factor which lead to the partners feeling they belong to each other’s which the relationships between them take a partner form which lead to long term time and profitable relationships and strong trust in relationships.
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Awan, Salman Ahmad, and Muzafar Said. "Loyalty Enhancing Communication for Telecom Customer Relationships : A Qualitative Study of Telecom Customers." Thesis, Karlstads universitet, Avdelningen för företagsekonomi, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-9522.
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The telecommunication business has been transformed in Sweden through the past few years. Previously telecom industry was under monopoly which has now been converted into more competitive market in which more competitors have entered and offering various alternatives of different kinds of services. TeliaSonera has been one of biggest telecommunication service providers in Sweden which is amalgamation between two big companies; Telia, a major Swedish company and Sonera which is Finish counterpart of Telia. Currently, TeliaSonera is offering various communication services to its customers such as Broadband, TV, Fix telephone connections and Mobile phone services. TeliaSonera is offering these services to both kinds of customers; i.e. business and residential customers.The purpose of this research project is to understand the telecom customers‟ switching behavior in detail by distinguishing between two different kinds of customer experiences which are active customers and passive customers, based on their specific characteristics and to learn to design a communication that is effective not only for one kind of customers‟ e.g. active customers but also for passive customers that have been found challenging regarding communication reception generally. By analyzing the outcomes, researchers would be able to demonstrate different features which need to be taken under consideration while communicating to each of these customers. The research has been carried out with an explorative research approach and qualitative interviewing with 13 students of Karlstad University in two parts. Through this research process, the researchers have built the understanding regarding what triggers influence the customers to switch and what kind of communication attracts them in order to make a decision about staying with current operator or switching to the new one. The theoretical framework is constructed on previous research on customer behavior, customer relationship management and contemporary written communication in the field of service management and marketing.The results of the research show that passive customers are more inclined towards the communication that focuses mainly on cheaper price options and they should be frequently communicated the cheaper options whereas active customers mainly search actively for the moreiiirich information therefore they should be communicated various innovative services and beneficial packages through social networking platforms and emailing newsletters.<br>LET-Project
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Behrami, Faton, and Mikael Jonasson. "Kundlojalitet : en studie om vilken påverkan de demografiska aspekterna har på kundens lojalitet mot sin bank." Thesis, Högskolan Kristianstad, Sektionen för hälsa och samhälle, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-11008.
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In Sweden today almost all people are connected to a bank in some way. It can range from loans, savings, shares, etc. They have a current account where salaries, student aid etc. is paid. Due to the large selection of banks, it has become more important for banks to be competitive in their services to their customers so they don’t change bank. This has led to that more and more banks are trying to get their customers to be more loyal to the bank by being more competitive. Loyalty is the result of several interrelated factors such as customer satisfaction and service. This leads to the purpose of this study to investigate if the demographic aspects have any influence on loyalty. Through a questionnaire survey, this study examined whether there is an influence of the demographic aspects on loyalty. The questionnaire consisted of questions based on previous research. It was distributed to people in Kristianstad on three different locations. Overall response rate to the questionnaires distributed gave us a participation of 110 respondents. The results were then statistically processed in order to test if there is a significant difference in loyalty within the various demographic aspects. According to this study, we could not find any differences in the demographic aspects. However, we were able to find small differences in the mean values between the different groups in the demographic aspects<br>I dagens Sverige är i stort sett alla personer på något sätt kopplade till en bank. Det kan vara alltifrån lån, sparande, aktier m.m. Nästan alla personer i dagens Sverige har ett transaktionskonto dit lön, studiemedel m.m. utbetalas. På grund utav det stora utbudet av banker har det blivit viktigare för bankerna att vara konkurrenskraftiga i sina tjänster till sina kunder så att de inte byter bank. Detta har medfört att fler och fler banker satsar mycket resurser på att få sina kunder att bli lojala mot banken. Lojalitet är resultatet utav flera sammanhängande faktorer som exempelvis kundnöjdhet och service. Detta leder till uppsatsens syfte att undersöka ifall de demografiska aspekterna har påverkan på lojalitet. Genom en enkätundersökning har denna studie undersökt ifall det finns en påverkan av de demografiska aspekterna på lojalitet. Enkäten bestod av frågor som grundar sig på tidigare forskning. Den delades ut till personer i Kristianstad vid tre olika tillfällen. Totala svarsfrekvensen på de utdelade enkäterna gav oss ett deltagande på 110 respondenter. Resultaten har sedan bearbetats statistiskt för att testa ifall det råder signifikanta skillnader på lojalitet inom de olika demografiska aspekterna. Enligt denna studie kunde vi inte påvisa några skillnader inom dem demografiska aspekterna. Däremot kunde vi urskilja små skillnader i medelvärdena mellan de olika grupperna i de demografiska aspekterna.
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Nordlöf, Jessica, Matilda Svensson, and Emily Frost. "Relationship Marketing in the Travel Industry : A Two Sided Perspective." Thesis, Jönköping University, JIBS, EMM (Entrepreneurship, Marketing, Management), 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-11560.
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<p>The purpose of this thesis is to analyze how Stockholm based travel agencies understand and use relationship marketing and how it is perceived by customers.</p><p>Relationship marketing is defined by Grönroos as a building of relationships with customers to achieve mutual benefits. Four main objectives of relationship marketing were used to contextualise the term: service quality, personalisation, differentiation, and communica-tion.In order to answer the purpose, the authors have chosen to interview three travel agen-cies that focus on offering tailor made travel for different target groups. Sampling was used to find these travel agencies, as the total number of travel agencies in the Stock-holm area is too large to interview. Also, customers who have travelled with two of the travel agencies were interviewed. Further, several theoretical frameworks are presented in order to provide the reader with a view of relationship marketing, and were used in the design and the questions asked both companies and customers.</p><p>From the interviews with the companies it was found that all of them have different views of what relationship marketing is, and that they have different ways of imple-menting it. The views of relationship marketing differ from building a strong brand im-age to managing actual relationships with customers.</p><p>The main efforts of relationship marketing that the companies are involved in are delivering personalized travel and high service quality to customers.It was found in the interviews with customers that their view on what makes good ser-vice is similar to that of company views. What is most important to customers is that the perceived quality matches, or exceeds, the experienced one. There are several things that companies can do to attract and retain customers including having rewards clubs, sending out a moderate amount of newsletters, and providing a personal seller for customers.</p>
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Nacif, Roberta C. "Online customer loyalty : forecasting the repatronage behavior of online retail customers /." Wiesbaden : Dt. Univ.-Verl, 2003. http://www.gbv.de/dms/zbw/374160546.pdf.
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Wachner, Trent. "Relationship strategies over the customer relationship lifecycle the differential effect of individual versus organizational relationships /." Online access for everyone, 2008. http://www.dissertations.wsu.edu/Dissertations/Spring2008/t_wachner_042108.pdf.
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Johansson, Daniel, and Patrik Fredriksson. "Customer Needings : Finding the Relationship Gaps between Rolls Royce and their Industrial Customers." Thesis, Karlstad University, Faculty of Economic Sciences, Communication and IT, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-4263.
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<p><strong>Purpose </strong></p><p>The purpose of this thesis is to investigate to what extent Rolls Royce in Kristinehamn manages to fulfil their customer needings. By identifying gaps between offerings and needings, the authors will give recommendations on how Rolls Royce can increase their customers' satisfaction by providing them with what they need.</p><p> </p><p><strong>Method</strong></p><p>A qualitative research is used in the form of in-depth face-to-face- and telephone interviews. Eight such interviews have been conducted in this thesis; three interviews with representatives from Rolls Royce and five interviews with representatives from three of their customers.</p><p> </p><p><strong>Findings </strong></p><p>Many gaps have been found in the analysis of the empirical study. The most frequently discovered gaps are that; Rolls Royce should have better control over their sub-suppliers and Rolls Royce should agree on higher penalty fees for delay or poor quality. Further gaps have been found in which activities the customer wants to be relieved or enabled of.</p><p> </p><p><strong>Recommendations </strong></p><p>A figure of customer specific recommendations have been compiled through the findings. From this figure, general recommendations have been discovered that can, to some extent, represent all of Rolls Royce's customers.</p><p> </p>
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Crivellaro, Fernanda Furio [UNESP]. "Gestão da informação em ferramentas de CRM para captação e retenção de clientes." Universidade Estadual Paulista (UNESP), 2018. http://hdl.handle.net/11449/154197.
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Previous issue date: 2018-05-17<br>Não recebi financiamento<br>Este trabalho tem como objetivo, verificar a contribuição do CRM para o processo decisório organizacional, no que tange ao desenvolvimento de estratégias de ação para a captação e retenção de clientes em uma empresa do ramo óptico. Essa é uma pesquisa de abordagem quali-quantitativa de caráter exploratório e descritivo. Tem como método de pesquisa o estudo de caso. Com o estudo foi possível perceber a importância do uso de uma ferramenta que gerencie o relacionamento entre a empresa e o cliente e, a importância de administrar as informações que são coletadas pela mesma. O CRM é considerado por muitas empresas, o principal meio de junção da gestão de informações sobre clientes; este será composto por informações que auxiliarão os gestores nas tomadas de decisões. Com esta pesquisa, foi possível perceber que a empresa não utiliza de nenhuma ferramenta para gestão da informação do cliente, tampouco, utiliza das informações dos clientes para tomar decisões, o que acarreta decisões tardias ou falhas com relação a reposição de mercadoria, soluções de problemas e alcance na divulgação da empresa. O CRM traria a empresa maior organização da informação interna e externa de forma a dar respostas mais rápidas ao cliente, controlando sua satisfação e necessidade. A ferramenta CRM pode ser implementada no sistema utilizado pela empresa, se o desenvolvedor se dispuser a criar as abas necessárias, possibilitando que a empresa não precise implantar novamente os dados em um novo sistema.<br>This work aims to verify the contribution of the CRM to the organizational decision-making process, in what concerns the development of strategies of action for the capture and retention of clients in an optical company. This is a qualitative-quantitative research of exploratory and descriptive character. It has as a research method the case study. With the study it was possible to perceive the importance of using a tool that manages the relationship between the company and the client and the importance of managing the information that is collected by it. CRM is considered by many companies as the main means of joining customer information management; this will be composed of information that will assist managers in decision making. With this research, it was possible to perceive that the company does not use any tool to manage the information of the customer, nor does it use the information of the clients to make decisions, which entails late decisions or failures in relation to the reposition of merchandise, solutions of problems and scope in the disclosure of the company. The CRM would bring the company greater organization of internal and external information in order to give faster responses to the client, controlling their satisfaction and need. The CRM tool can be implemented in the system used by the company, if the developer is willing to create the necessary tabs, allowing the company does not need to deploy the data in a new system.
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Bryngemark, Adam, and Sebastian Baard. "”En vecka fick jag fler ölleveranser än virkesleveranser.” : Hur B2B-kunder hanterar och navigerar i B2B-relationer." Thesis, Linnéuniversitetet, Institutionen för organisation och entreprenörskap (OE), 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-66055.
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Bakgrund: Vikten av mer bundna business-to-business-relationer från leverantörsidan är vida erkänd. Det är dock inte självklart att kunden i en B2B-relation strävar efter samma mål som leverantören i detta anseende. Kunden påverkas av faktorer i mer bundna och mer obundna relationer och måste förhålla sig till dessa samtidigt som de navigerar i sina leverantörsrelationer för att försöka åtnjuta fördelarna med både lång- och kortsiktighet. Syfte: Att förstå hur B2B-kunder hanterar och navigerar i B2B-relationer för att åtnjuta fördelar med både mer bundna och mer obundna B2B-relationer. Metod: Studien har använt en kvalitativ ansats och en deduktiv metod där en teoribas lagts fram. Sedan har tre ostrukturerade intervjuer genomförts med personer som på företag ansvarar för, hanterar eller beslutar om företagets leverantörsrelationer. Slutsats: Studien visar bland annat att: (1) Kunder kan erhålla mer frihet genom att vara mer bundna med sina leverantörer. (2) Kunder har flera relationer med samma leverantör där det inte är möjligt att uppnå bundna och obundna fördelar med enbart en relation till leverantören. (3) Kunder inte eftersträvar fullständig organisatorisk bundenhet eller obundenhet utan att istället åtnjuta fördelarna med att positionera sig däremellan. Kunder önskar ramarna av en mer bunden relation och samtidigt vara i stånd att inom dessa ramar röra sig mer fritt, likt en mer obunden relation; en slags gyllene medelväg.
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Kuranchie, Frank Kojo. "The Effect of Customer Relationship Marketing on Customer Retention in the Ghanaian Banking Sector : A case study of Intercontinental Bank Ghana Limited." Thesis, Blekinge Tekniska Högskola, Sektionen för management, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-1102.
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Abstract Customer relationship management as a strategic marketing concept has gained tremendous interest among researchers and practitioners in recent times. Within the last two decades a significant number of research works have been carried out on various issues relating to customer relationship management. However, few empirical studies on market orientation and performance have been established in the Ghanaian banking sector. In an effort to contribute to the existing customer relationship management literature, a study of Intercontinental bank Ghana was conducted. A framework of customer relationship management was designed to guide the study. Specifically, this study examines the customer relationship marketing strategies of banks in a developing country like Ghana using Intercontinental bank as a case study. The study employed quantitative research techniques. Semi-structured questionnaire was designed for the study. The findings show that the bank is doing well by maintaining the relationship it initiates with its clients but must work on improving the number of contact time with them as e-CRM provides them with the opportunity to do so. However, a significant finding from the study is the realization that majority of respondents were willing to recommend the bank to others an indication that they were happy with the level of service at the bank. Although significant portion of those who considered the possibility of leaving indicated that they will do so because of delayed transactions. It is in the light of this that the research is said to play a significant role in the banking sector and for the nation as a whole.<br>P.O.Box 3077, Kaneshie, Accra Ghana. 0233 244184980/0233 271015288
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Wu, Xueying, and Jingfang Zhao. "Relationship Management of key Customers - in B2B." Thesis, Jönköping University, Jönköping University, Jönköping International Business School, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-9557.
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Larsson, Emma, and Malin Eriksson. "Facebook as a tool for building customer relationships in the hospitality industry : A quantitative study on the effects of Facebook activities on relationship drivers and relational benefits." Thesis, Umeå universitet, Företagsekonomi, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-91041.
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The main purpose of this study is to investigate the effects of Facebook activities on relationship drivers and relational benefits and the effect of relationship drivers of relational benefits perceived by customers to Pite Havsbad. To do this we have explored the relationship between a number of Facebook activities, relationship drivers and relational benefits. We developed two conceptual models, which included these relationships. We have written this degree project on commission for Pite Havsbad, which is a company that operates in the hotel industry in the county of Norrbotten in the north of Sweden. The research question that we formulated was as following: What kind of impact does Facebook activities have on relationship drivers and relational benefits in the hospitality industry? With this research question we aimed to make a practical contribution and to help Pite Havsbad develop their social media strategies in order to be able to build customer relationships. We also aimed to make a theoretical contribution to fill the research gap that exists in the research area on social media and customer relationship building. We used a quantitative data collection method in the form of a survey administered on Pite Havsbad’s Facebook page. Our population consist of the approximately 6 300 fans that Pite Havsbad has on Facebook. The data continuing of was 256 responses were processed in SPSS by conducting Cronbach’s alpha test, Pearson correlation and multiple regression analysis in order to test the hypothesized effects between our key variables. The findings from this degree project show that Facebook activities affect both the relationship drivers and relational benefits, although they have less effect on relational benefits. The relational benefits are though highly affected by the relationship drivers. Over all, the Facebook activities of Pite Havsbad were highly valued by the respondents, which means that all of them are important to work with. Many of the activities also had positive effects on the relationship drivers, which means they can be used to build relationships with customers. By conducting this research we also helped Pite Havsbad with the starting point of creating a Social CRM strategy, which can be used for future relationship building with their fans on Facebook.
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Grom, Karin, Louise Janhans, and Emmelie Johansson. "What's in it for You? : A Study of Perceived Customer Value among IKEA's Business Customers in the Kitchen Market." Thesis, Jönköping University, JIBS, Business Administration, 2006. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-351.
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<p>Companies have started to concentrate more on customer relationship, meaning more attention on customer contact, instead of concentrating on the product. Those thoughts have further developed into that companies continuously create and add value for their customers, to keep them loyal and satisfied. Value can be created in different ways, and the companies need to understand the value factors that are considered most important among their customers. For the same reason IKEA commissioned this thesis; to know how to deliver greater customer value. Therefore the purpose of this thesis is to evaluate and rank the factors that perceive customer value for IKEA’s business customers in the kitchen market.</p><p>With a quantitative approach in mind a market research is accomplished to find opportunities and solve problems of the existing strategy. Data was collected with help from a survey, in accordance with the method chapter. Further was the survey analyzed and interpreted with help from the theory in the frame of reference. The conclusions are presented in the end of the thesis.</p><p>The theories within the subject of customer value show that price, performance and personalization are the main factors that contribute to perceived customer value. Good customer value can be achieved when price, performance and personalization are in harmony and exceeds customer expectations. When companies only present parts of the triad, maximization of perceived customer value cannot be reached.</p><p>The empirical data, received through market research and personal communication with A. Larsson at IKEA, was analyzed with assistance of the theories. Through market research the factors that perceive customer value are identified, evaluated and ranked. The findings have made it possible to test if the model of price, performance and personalization is ac-curate in accordance to the reality.</p><p>The findings show, in ranked order, that price, quality and distribution activities are the main variables creating customer value in the business-to-business relationship in the kitchen market. The authors found that price and performance are the main drivers behind perceived customer value. Personalization is also considered contributing to customer value, but works more as a motivation factor that is strengthening the business relationship.</p><p>This guides us to the question; what’s in it for you? It is of high importance to understand that customers and groups of customers perceive value in different ways. This leads to that IKEA needs to consider what factors that are in there for you, as a business customer, and how those variables can be improved for a better business relationship.</p>
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Follin, Sara, and Viktoria Fransson. "The impact of gender and age on customer loyalty : A quantitative study of Swedish customers’ experiences of a loyalty program." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-28596.
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Title The impact of gender and age on customer loyalty – a quantitative study of Swedish customers’ experiences of a loyalty program Authors Sara Follin & Viktoria Fransson Background Building customer relationships could be done by using loyalty programs; programs which involves activities for enhancing customer loyalty (Ou, Shih, Chen & Wang, 2011). To use loyalty programs as relationship marketing tactics has become popular and it is frequently used in the grocery retailing industry (Noble & Phillips, 2004). Customer loyalty differences might be influenced by customers’ gender and age (Kuruvilla, Joshi & Shah, 2009; Patterson, 2007). It is expected that females tend to be more loyal than males, and that older customers tend to be more loyal than younger generations (Patterson, 2007; Ndubisi, 2007). Purpose The purpose of this study is to describe the impact of gender and age on customer loyalty in the grocery retailing industry. Theory & Concepts Relationship marketing, Loyalty program, Customer loyalty, Gender differences in customer loyalty, Age differences in customer loyalty Methodology This is a descriptive study with a quantitative and deductive research approach. The research strategy was survey, and data was collected from 216 respondents through a questionnaire. Data was collected around the loyalty program Willys+, which formed the sample of this study. Conclusion Customers’ gender could be one variable influencing and impacting customer loyalty, however age is not. Gender impacting customer loyalty, could be explained by potential differences in how females and males choose to shop in store as well as by the fact that the majority of the members in the loyalty program were females. Loyalty among customers belonging to different age group did not have any significant differences.
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Sappey, Jennifer Robyn, and n/a. "Flexible Delivery in Australian Higher Education and its Implications for the Organisation of Academic Work." Griffith University. Griffith Business School, 2006. http://www4.gu.edu.au:8080/adt-root/public/adt-QGU20070228.110927.
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This doctoral research explores the implications for the employment relationship of the intersection between employment relations and customer relations. The context for the research is Australian higher education - specifically those university workplaces which are strongly market focused and where resourcing is inadequate to meet customer expectations. Traditionally, serving one's customer has meant providing goods or services (as requested by the customer) and doing so with courtesy (as defined by social custom). The customer was clearly outside the traditional employment relationship between employer and employee, although a focus of its output. However, in the context of post-Fordist production systems and post-modern values including the rise of consumption, there has occurred an intersection of product and labour markets which has led to changes to the employment relationship and the labour process. The thesis answers the questions: In higher education, does the student-as-customer have significant influence on the organisation of work? If so, does this constitute a reconfigured model of the employment relationship? The rationale for re-examining the employment relationship in the context of changing consumption patterns lies in the search for more extensive explanations of factors which influence the labour process with the suggestion that consumption is of increasing relevance for industrial relations theory and practice (see for example Heery 1993; Frenkel, Korczynski, Shire and Tam 1999a). The growth of a culture of consumption and changing consumption patterns are symptomatic of change which is central to the Australian economy as a whole and to higher education in particular (Usher, Bryant and Johnson 1997; Scott 1995a). In this context the doctoral research explores the social relations involved in the process of Australian higher education as a service encounter. It examines the implications for the organisation of work in particular, and the traditional bipartite employment relationship in general (between employer and employee although it is noted that the state has a peripheral role), of the student's newly constructed status of customer. The research focus is on flexible delivery which is seen as a key strategic response by higher education institutions to meet their perceptions of their customers' needs and wants. Flexible delivery is a pedagogy, a marketing tool and a form of work organisation and is a fertile domain within which to seek the intersection of employment relations and customer relations. In keeping with the labour process ethnographic tradition, this research employs Burawoy's (1991) methodology of Extended Case Method. This doctoral research raises critical issues related to the incongruence between current Australian national research ethics regimes and long established ethnographic methods employing participant observation. The practical consequences of the national research ethics regime for empirical research are explored in the concluding chapter. The data identifies that university managements' preoccupation with customer relations has undermined the traditional employment relationship between employing institution and academic. While the academic employee in the service encounter is engaged in the primary relationship of the bipartite employment relationship, management's incorporation of the student-customer into formal organisational processes which may lead to control over the organisation of work, potentially brings into being a tripartite employment relationship between employee/employer/customer. In such a model, customer relations is no longer merely the output of the employment relationship but a process within it, with customers acting as management's agents of control. This thesis introduces the concept of the customer as partial-employer. The thesis findings challenge the current management paradigm of customer focus as a 'win-win' situation. In Australian higher education customer focused strategies have emerged from managerial assumptions about student-customer needs and wants, specifically those of flexibility and value-for-money. The unintended consequence of these assumptions on the academic labour process has been a significant shift in the balance of power between academic educator and student at the level of the service encounter, with the subjugation of traditional academic authority to the power of the consumer in what has become a market relationship.
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Broman, Johanna, and Patricia Lundin. "CRM systems management and use : From retail stores perspective." Thesis, Högskolan Kristianstad, Sektionen för hälsa och samhälle, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-17125.
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The purpose of this thesis is to explore how stores in the retail sector and in business to consumers´ relations, are engaged in the CRM systems use and management. The purpose is also to see if the information that is gathered by the headquarters is transferred down to the stores. The research follows a realistic philosophy combined with an abductive approach and a qualitative method. The choice of design to this research was an exploratory research combined with a case study strategy over a cross-sectional time horizon. The data was collected through semi-structured interviews with managers in the six different retail stores. The findings from this thesis showed various results when it came to the use of the CRM system and the amount of information that the stores got access to from the headquarter/partner. None of the stores managed their CRM systems themselves, it was only managed by the headquarters or partners of the retail chains. The amount of information that was transferred down from the headquarters or partners, affected how much the stores used the CRM system. The stores that got much information had more knowledge about the CRM system and used it a lot more than stores that got less information. The limitations that can be found in this thesis is that it is only a small amount of stores within the retail market that has been examined, this might give a misleading result for the rest of the retail market and the global market as whole.
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Sappey, Jennifer Robyn. "Flexible Delivery in Australian Higher Education and its Implications for the Organisation of Academic Work." Thesis, Griffith University, 2006. http://hdl.handle.net/10072/365506.
Full textAbstract:
This doctoral research explores the implications for the employment relationship of the intersection between employment relations and customer relations. The context for the research is Australian higher education - specifically those university workplaces which are strongly market focused and where resourcing is inadequate to meet customer expectations. Traditionally, serving one's customer has meant providing goods or services (as requested by the customer) and doing so with courtesy (as defined by social custom). The customer was clearly outside the traditional employment relationship between employer and employee, although a focus of its output. However, in the context of post-Fordist production systems and post-modern values including the rise of consumption, there has occurred an intersection of product and labour markets which has led to changes to the employment relationship and the labour process. The thesis answers the questions: In higher education, does the student-as-customer have significant influence on the organisation of work? If so, does this constitute a reconfigured model of the employment relationship? The rationale for re-examining the employment relationship in the context of changing consumption patterns lies in the search for more extensive explanations of factors which influence the labour process with the suggestion that consumption is of increasing relevance for industrial relations theory and practice (see for example Heery 1993; Frenkel, Korczynski, Shire and Tam 1999a). The growth of a culture of consumption and changing consumption patterns are symptomatic of change which is central to the Australian economy as a whole and to higher education in particular (Usher, Bryant and Johnson 1997; Scott 1995a). In this context the doctoral research explores the social relations involved in the process of Australian higher education as a service encounter. It examines the implications for the organisation of work in particular, and the traditional bipartite employment relationship in general (between employer and employee although it is noted that the state has a peripheral role), of the student's newly constructed status of customer. The research focus is on flexible delivery which is seen as a key strategic response by higher education institutions to meet their perceptions of their customers' needs and wants. Flexible delivery is a pedagogy, a marketing tool and a form of work organisation and is a fertile domain within which to seek the intersection of employment relations and customer relations. In keeping with the labour process ethnographic tradition, this research employs Burawoy's (1991) methodology of Extended Case Method. This doctoral research raises critical issues related to the incongruence between current Australian national research ethics regimes and long established ethnographic methods employing participant observation. The practical consequences of the national research ethics regime for empirical research are explored in the concluding chapter. The data identifies that university managements' preoccupation with customer relations has undermined the traditional employment relationship between employing institution and academic. While the academic employee in the service encounter is engaged in the primary relationship of the bipartite employment relationship, management's incorporation of the student-customer into formal organisational processes which may lead to control over the organisation of work, potentially brings into being a tripartite employment relationship between employee/employer/customer. In such a model, customer relations is no longer merely the output of the employment relationship but a process within it, with customers acting as management's agents of control. This thesis introduces the concept of the customer as partial-employer. The thesis findings challenge the current management paradigm of customer focus as a 'win-win' situation. In Australian higher education customer focused strategies have emerged from managerial assumptions about student-customer needs and wants, specifically those of flexibility and value-for-money. The unintended consequence of these assumptions on the academic labour process has been a significant shift in the balance of power between academic educator and student at the level of the service encounter, with the subjugation of traditional academic authority to the power of the consumer in what has become a market relationship.<br>Thesis (PhD Doctorate)<br>Doctor of Philosophy (PhD)<br>Griffith Business School<br>Griffith Business School<br>Full Text
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Lönnevik, Helena, and Fiorella Piedra. "Luxury Customer Relationship Management : Customer loyalty through a luxury perspective." Thesis, Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-72857.
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Bakgrund och problemdiskussion: Lyxvarumärkesföretag har börjat undersöka implementering av en strategi som erbjuder livslångt kundvärde. De har även visat intresse som tyder på att de vill tillämpa CRM-policys men är osäkra till hur stor del den går att tillämpa inom lyxindustrin. Vi har med inspiration från artikeln ”Is CRM for Luxury brands?” Cailleux, Mignot & Kapferer (2009) konstaterat att det existerar ett problem med den traditionella CRM som inte förstår ”luxury management” och de exakta implikationerna. Då begreppet CRM anses vara otillräcklig samt bristande vid tillämpning på lyxvarumärken anser vi att CRM inte är en optimal affärsstrategi för den sortens företag. Syfte: Vårt syfte med studien är att förstärka och komplettera CRM ur ett lyxperspektiv. Ambitionen är att utveckla existerande teori samt skapa en modell som är anpassad för lyxvarumärkesföretag. Vidare vill vi även tydliggöra de skillnader som existerar mellan klassisk CRM och LCRM. Metod: Uppsatsen har en teoretisk utgångspunkt och behandlas ur en kvalitativ metod tillsammans med respondenter från fallföretaget som besitter gedigen erfarenhet och ansvarspositioner inom lyxindustrin. Slutsats: CRM är inte en tillräcklig strategi att applicera mot lyxvarumärkesföretag då den inte är justerad för att tillgodose lyxvarumärkesföretagens plattform. Den utvecklade teorin LCRM har testats genom en empirisk studie och verifierats till att vara en lämplig strategi för lyxvarumärkesföretag. Genom en tillämpning av LCRM kan lyxvarumärkesföretag nå en ökad kundlojalitet ur ett långsiktigt perspektiv.<br>Background and problem discussion: Luxury brands have begun to explore the benefits of an approach to create lifelong customer value. They have also shown interest in implementing CRM policies but are unsure how suitable it is for their market. The article “Is CRM for luxury brands?” Cailleux, Mignot & Kapferer (2009) has been used as an inspiration in this study as the article has found that the existing traditional CRM does not understand "luxury management" and the precise implications, i.e., how luxury brands want to expand while maintaining their prestige. Since the concept of CRM is considered to be insufficient and inadequate for the purposes of luxury brands, we believe that CRM is not an optimal business strategy for the type of business. Purpose: The purpose with this study is to enhance and supplement the strategy CRM to meet the luxury industry needs. The ambition is to develop existing theory and create a model that is suitable for luxury brands. Further, the purpose is to clarify the differences between CRM and LCRM. Method: The paper is theoretically based with a qualitative approach with respondents in leader positions and extensive experience within the luxury industry. Conclusion: CRM is an insufficient strategy to apply for businesses within the luxury industry because it does not understand the platform of a luxury brand. The developed theory LCRM has been tested through an empiric study and has been verified as a suitable strategy to apply for luxury brands. Through an implementation of LCRM luxury brands can achieve a higher customer loyalty in the long run.
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Andresen, Philip. "Acquiring customers through Social Customer Relationship Management : An explorative case study within the telecom industry." Thesis, Luleå tekniska universitet, Institutionen för ekonomi, teknik och samhälle, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:ltu:diva-64521.
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Social media is a rapidly rising phenomenon, providing new opportunities for consumers and businesses to communicate and share information. The development of social media has allowed for customer relationship management (CRM) to extend its area of use, coining the now common concept social CRM. Social CRM allows for new levels of interactivity between companies and consumers, however the effectiveness of social CRM is uncertain in many areas, mainly due to it being hard to tie customer interaction in social CRM to tangibles for the company. One of these areas is customer acquisition, where there are difficulties for companies to see how actions in their social CRM efforts affect customer acquisition. Being able to reach out to customers in an effective way is not enough for companies to acquire a customer. The value the company is proposing also has to be attractive for the customer, to be considered. There are several attributes that a company has to consider for its value proposition, in order for it to be successful. Depending on the industry the attributes can have different weight, emphasizing that companies should know what customers in their industry value. For this reason, having better knowledge of what customers value than the competition, thus having a stronger value proposition, grants a competitive edge. The purpose of this research project is to provide better understanding of how to conduct social CRM, while at the same time investigating how value propositions of telecom companies can be improved, to eventually increase customer acquisition. In order to fulfill the purpose, extensive literature has been evaluated, in addition to data gathered in focus groups. Three focus groups were conducted in Luleå, Sweden, with a total of 18 participants of ages 20-30. The results of the research project point towards the customer being in charge of social CRM interaction with companies, meaning companies have to adapt their social CRM strategies to fit the customers’ desires. The social customer have high demands of privacy in social media, which implies a thin line companies have to walk to convey their message, while at the same time not intruding on the customer’s privacy. The findings also indicate that customers want high flexibility, simplicity, and trustworthiness from telecom companies’ value propositions, emphasizing companies to adapt their value propositions to meet these demands.
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Alinvi, Fatima. "Customers' Expectations of Banks Becoming Cashless : - How could banks meet customers' expectations when changing from cash services to deeper customer relationship?" Thesis, Umeå University, Umeå School of Business, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-23153.
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<p>The organizational change of banks into cashless banking is becoming quite common. Technological development, competition and changing attitudes of customers towards cash services offered force banks to shift their activity towards advice based approach. However, when changing to cashless activity banks undertake a change which directly impacts on their customers. Hence, in this research I try to answer the following question:</p><p> </p><p><em>How could banks meet customers’ expectations when changing from cash services to deeper customer relationship?</em></p><p> </p><p>The main purpose of this study is to contribute for better understanding of beneficiary customers’ expectations of banks going over to cashless activity. In order to fulfill the main purpose two studies are conducted. The first study is of preparatory nature based on the qualitative research through the semi-structured interviews. Based on the findings of the semi-structured interviews the theoretical framework, subdivided into bank and customer related theories, has been revised and hypotheses have been created for further study. The second study was conducted through the quantitative survey where 500 questionnaires have been sent to randomly chosen participants.</p><p> </p><p>The survey findings have been analyzed statistically in order to test the hypotheses. Furthermore, analyses and suggestions for the bank (assigner of this case study) have been made in light of the theories related to both customer and bank.</p><p> </p><p>The results have shown that customers react positively to some organizational changes such as limitation of cash services and their complete removal to another office. Furthermore, it has been shown that customers do not possess good knowledge about the changes even the one that was already implemented. Moreover, the results have shown that customers require information at least one month before the change is implemented. A large part of the customers would like to receive the information via letter sent per post. Regarding the limitation of cash services customers of all ages have expressed their worries and suggested to extend open hours until 6 p.m. at least during one day. With regard to the complete transformation of the bank into cashless activity, customers reacted mainly negative. However, it has been shown that only over 7% would be affected by this change to the extent where they would consider changing the bank.</p><p> </p><p>Keywords: <em>“cashless bank/ing”, “changing from cash services to deeper customer relationship”, “meet customers’ expectations of banks becoming cashless”, “organizational change”, “beneficiary customers”. </em></p>
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Maggon, Mohita. "Customer satisfaction, relationship share and customer attitude in context of customer relationship management: a study of Indian hotels." Thesis, IIT Delhi, 2016. http://localhost:8080/iit/handle/2074/7230.
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ZERBINI, FABRIZIO. "Linking customers through linking firms: how CRM alliance networks affect effectiveness in managing customer relationships." Doctoral thesis, Università Bocconi, 2004. http://hdl.handle.net/11565/4050948.
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Rossiter-Hofer, Adriana. "Determinants of customer partnering behavior in logistics outsourcing relationships a relationship marketing perspective /." College Park, Md. : University of Maryland, 2007. http://hdl.handle.net/1903/6754.
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Thesis (Ph. D.) -- University of Maryland, College Park, 2007.<br>Thesis research directed by: Business and Management: Logistics, Business & Public Policy. Title from t.p. of PDF. Includes bibliographical references. Published by UMI Dissertation Services, Ann Arbor, Mich. Also available in paper.
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Li, Pu. "Customer relationship management : a research framework for investigating how customers' detailed preferences are learned and recorded /." View abstract or full-text, 2005. http://library.ust.hk/cgi/db/thesis.pl?ISMT%202005%20LI.
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Lundgren, Emilie, and Yamila Mingo. "Faktorer som påverkar kunders relation till ICA." Thesis, Mälardalens högskola, Akademin för ekonomi, samhälle och teknik, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-21962.
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Alnsour, Muhammed S. "Modelling Relationship Quality in a Business-to-Business Marketing Context: The Jordanian Banks and their Online SME Customers." Thesis, University of Bradford, 2009. http://hdl.handle.net/10454/4883.
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This study provides an understanding on how Relationship Quality is conceptualised in business-to-business marketing relationships. It investigates the relationships of Jordanian Banks with their small and medium sized enterprise (SMEs) customers in terms of Commitment, Satisfaction, Trust, Communication, Transparency, Understanding, and Cooperation. It examines the antecedents and outcomes of the quality of corporate customer relationships by developing a conceptual model which empirically tests this relationship. This research builds and validates a research model based on the literature survey and uses a mixed methods approach. Qualitative data were gathered through in-depth interviews to achieve the goal of refining the initial research model. The second stage is a quantitative empirical study that uses a questionnaire and tests the empirical model generated in the first stage. This integration of methods provides a more complete view of this emerging area of marketing theory. Using Structural Equation Modelling; research findings support the use of a secondorder relationship quality construct consisting of Trust, Commitment, and Satisfaction as a direct outcome of a relationship and is named 'Attitudinal Loyalty'. Antecedents including; Transparency, Communication, Understanding and Cooperation were found to have a positive impact on relational outcome in a business-to-business context in Jordan. The importance of Transparency emerged as one of the most significant determinants of Relationship Quality, which is considered to be a new finding and not common among previous studies. Communication appears to make the biggest contribution overall and have direct and indirect relationships with other variables. It is therefore a major source of success in a business relationship. This research has several implications for the theory and practice. An important issue is the affects on change management. It requires the establishment of business communications to strengthen existing relationships and to form new ones. This implies developing an interactive approach with other parties. This study gives the banking industry an insight for developing their marketing strategy. It also provides a tool to assess the portfolio of relationships, which helps in targeting specific customers. Furthermore, Transparency in the flow of information imposes cultural change. Studying the Jordanian market can help to provide an insight into an emerging economy. Several qualitative findings showed that the relationship between banks and their small and medium enterprises is interesting. All this enriches and adds to the originality of this work and contributes to existing theory by investigating how relationships between partners can be enhanced.
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Mazmanian, Joseph, and Arbi Babakhanlo. "Utveckling av kundrelationer på Länsförsäkringar." Thesis, University of Gävle, University of Gävle, Department of Business Administration and Economics, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-6270.
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<p><strong>Syfte: </strong>Syftet med denna uppsats är att illustrera vilka faktorer som påverkar kundrelationer och hur ett företag bör gå tillväga för att förbättra dessa samt för att bevara sina kunder. Vi vill ge en illustration på hur en välorganiserad kundrelation kan framkallas. Uppsatsen är även en undersökning som kommer att framhäva Länsförsäkringarnas varianter av strategier och metoder inom kundrelation, detta kommer även att baseras ur kundens perspektiv. Det vitalaste kommer att handla om hur Länsförsäkringarna kan förbättra och utveckla detta.</p><p> </p><p><strong>Metod: </strong>Vi valde att använda oss av primärdata för att öka trovärdigheten genom enkätundersökning och intervjuer, våra sekundärdata användes för att ge stöd till den primäradatan med författares och forskares teorier. Sedan jämförde vi resultatet från intervjuerna och enkätundersökningen med vad teoretikerna anser för att se om det överensstämmer med resultatet.</p><p> </p><p><strong>Resultat & slutsats: </strong>Vi tycker att det har varit ett intresseväckande arbete att följa Länsförsäkringarnas tillvägagånssätt om hur de bemöter kunderna och relationen till dem. Verksamheten är ledande inom försäkringar men befinner sig i en konkurrenskraftig marknad. Därför är det viktigt att omhänderta sina kunder, särskilt de kunder som idag är missnöjda och som troligtvis inte har orkat byta försäkringsbolag. Det är dessa kunder som kan föra vidare det dåliga ryktet om företaget till nya potentiella kunder. Vi anser att företaget har en bristande kundrelation, detta har bekräftats med empiriska studier och med den sekundäradata.</p><p><strong>Förslag till fortsatt forskning: </strong>Det finns många aspekter att analysera, som exempelvis; en djupgående studie om hur CRM implementeras och används av konkurrenterna (IF, Trygghansa och Folksam) samt i jämförelse med Länsförsäkringarna.</p><p> </p><p><strong>Uppsatsens bidrag:</strong> Detta arbete ger en verklighetssyn av Länsförsäkringarnas relationer till sina kunder och hur företaget skall förbättra detta samt utveckla personalens kompetens inom det berörda området.</p><p><strong> </strong></p><p><strong>Nyckelord och förkortningar: </strong>Lf = Länsförsäkringarna, Rm= Relationsmarknadsföring, Crm= Customer relationship management, Rm-tåget= Relationsmarknadsföringståget,</p><p>E-CRM= Electronic customer relationship management, Kundnöjdhet, Kundrelationer, Kundlojalitet</p><br><p><strong>Aim:</strong> The purpose of this essay is to ilustrate factors which influence customer relationship and how companies should improve and retain their customers.We want to show how an organized customer relationship can evoke. This essay is also an investigation which will bring out different variations of strategies and methods of customer relationship. This will also base on the customer experience. The most important thing is that the essay will give the readers answers on how the company Länsförsäkringarna can develop these strategies.</p><p><strong> </strong></p><p><strong>Method:</strong> We have chosen to use Primary data to increase the reliability threw interviews and questionnaire examination.We also used secondary data to provide support to the primary data.We compered the results from the interviews and questionnaire examination with professors and authors teories</p><p><strong> </strong></p><p><strong>Result and Conclusions</strong></p><p>We think that it has been an intresting work to follow Länsförsäkringarna strategies on how they aproach the customers and their relationship with them. Länsförsäkringarna are leaders in their business in insurance but their position in the market is very competitive. Therefore it is very important to take a good care of the cutomers, especially the customers who are not satisfied and don’t care to change to another incuranse company. They will surtenly spread a bad reputation about Länsförsäkringarna threw word of mouth to the new potential customers. In our opinion we think that Länsförsäkringarna have a bad relation to their customers and that have been confirmed by our empirical studies and with the help of secondary data.</p><p><strong> </strong></p><p><strong>Sugestion of future research </strong></p><p>There are many aspects to analyze, for example a deep going study about how to implement CRM and how it is used by competetors of Länsförsäkringarna, and also to compare the study with Länsförsäkringarna.</p><p> </p><p><strong>Contribution of the thesis</strong></p><p>This work gives a realitypicture of Länförsäkringarna:s relations to their customers and how the company shall develop their staff competence in customer relationship management.</p><p> </p><p><strong>Key words</strong></p><p>Lf = Länsförsäkringarna, Rm= Relationship marketing, Crm= Customer relationship management, Rm-tåget= Relationshipmarketing train,</p><p>E-CRM= Electronic customer relationship management, Customer satisfaction, Customer relationship, Customer loyalty</p>
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Åman, Robert. "Understanding when customers leave : Defining customer health and how it correlates with software usage." Thesis, Uppsala universitet, Institutionen för teknikvetenskaper, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-329220.
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More and more businesses today focus on building long-term customer relationships with the objective to secure recurring revenues in competitive markets. As a result, management philosophies such as Customer Success have emerged, which underlines the importance of knowing your customers in order to make them stay. A common way of tracking the well-being of a firm's customers is the use of customer health scores. Such tools monitor assembled data and indicate whether a customer is doing fine, or is in the risk zone of ending the business relationship. However, there exists little to no consensus on what customer health actually means, or how to distinguish suitable parameters for measuring this concept. Therefore, the purpose of this thesis has been: To extend the existing knowledge of the business concept customer health, and show how to identify relevant parameters for measuring customer health. To reach this purpose, a study has been conducted at a software-as-a-service company operating in the field of digital marketing; where methods such as semi-structured interviews, ethnography, web survey, data mining execution and statistical analysis have been used. The results show that software usage differs between active and former customers, with the general tendency that a high software usage indicates a higher propensity to stay as a customer. The study concludes that customer health is best defined as "the perceived value a customer experiences when using a product". In addition, the parameters that were found to best indicate customer health at the company studied were linked to customers’ software usage as well as their marketing set-up.
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Nooren, Ella. "Case study-fujitsu and CRM : the impact of customer relationship management on Futjitsu as a service providing company." Master's thesis, FEUC, 2012. http://hdl.handle.net/10316/21510.
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Dissertação de mestrado em Marketing, apresentada à Faculdade de Economia da Universidade de Coimbra, sob a orientação de Arnaldo Coelho.<br>This case study named “The impact of customer relationship management on
fujitsu as service providing company” has as its main aim analysing the impact of
CRM on a company’s customer satisfaction. What are the benefits for a company by
using CRM and if it would improve, using Fujitsu as our case study. How Fujitsu
measures its customer satisfaction is one of the issues developed in this thesis. Some
of the methods used are Customer Satisfaction Interview Programme (CSIP);
Customer Satisfaction Scorecard (CSS) and User Surveys. These surveys give Fujitsu
the opportunity to acquire a better overview of the customers' satisfaction.
Nevertheless, its not for sure that these aims and predictions will be
completely successful and in this theses, and through this Study Case, we will try to
understand the success level of these methods and prediction and analysis of a CRM
tool implementation in Fujitsu, as per the objectives established in this dissertation.
Therefore is the general objective of the thesis analysing the impact of CRM on a
company’s customer satisfaction. In order to respond to this objective we will study
firstly how Fujitsu measures its customer satisfaction at this moment. By getting an
answer to this objective, we will be able to identify what the company misses by not
using CRM and identify what is missing in Fujitsu’s current customer satisfaction
measurements and what CRM could add. In a second stage, it is important to study
what would change if Fujitsu used CRM - its impact. In order to respond to this, we
will study several theories and concepts related to the term CRM. Also will we study
the benefits, advantages and disadvantages for the organization using CRM. We
predict that CRM would give Fujitsu a better knowledge of their customers, which
could lead to the development of better relations with Fujitsu’s existing customers.
This can lead to better marketing of products and services and better deal qualification
by focusing on several aspects. Besides all this, it is also very important to try to
predict the risk of the implementation of using CRM.
This case study involved the use of multiple sources and techniques in the data
gathering process. The analysing techniques and tools to collect data used were
surveys, documentation review and observation. The variants included in this
particular study case were Literature Case Study, developed by looking exclusively at
already existing/published materials and Field Case Study which involves the
gathering of original research by gathering data within the context being studied,
involving also direct observation.
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Simmons, Robert Lee. "The Relationship Between Customer Relationship Management Usage, Customer Satisfaction, and Revenue." ScholarWorks, 2015. https://scholarworks.waldenu.edu/dissertations/1451.
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Given that analysts expect companies to invest $22 billion in Customer Relationship Management (CRM) systems by 2017, it is critical that leaders understand the impact of CRM on their bottom line. The purpose of this correlational study was to investigate potential relationships between the independent variables of customer satisfaction and CRM utilization on the dependent variable of business revenue. The service-profit chain formed the theoretical framework for this study. The study population included 203 service branches for an industrial equipment manufacturer in North America. The service director for the subject organization provided the data for the study via data extracts from the company's corporate database. Some branches were eliminated, leaving a total sample size of 178. The results of a multiple linear regression analysis showed that the proposed model could significantly predict branch revenue F (2,175) = 37.321, p < .001, R2 = .298. Both CRM use and customer satisfaction were statistically significant, with CRM use (beta = .488, p < .001) showing a higher contribution than customer satisfaction (beta = -.152, p = .021). This study provides evidence to business executives that CRM use has a strong positive influence on revenue. Additionally, this study supports the findings of other studies that show a point of diminishing returns in improved customer satisfaction. This study contributes to positive social change by allowing firms to make better decisions with their investment dollars and by increasing CRM utilization through cause-related marketing.
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Yang, Xin. "Joint effects of VIP granting methods and non-VIP constomers' perceived similarity toward VIP customers on non-VIP customers' benign envy." HKBU Institutional Repository, 2015. https://repository.hkbu.edu.hk/etd_oa/232.
Full textAbstract:
In the service industry, preferential treatment is a popular strategic approach for retaining valued customers (e.g., Barnes, 1997; Gronroos & Ojasalo, 2004; Zabin & Brebach, 2004; Lacey, Russell, Jaebeom, & Morgan, 2007; Mattila, Hanks, & Zhang, 2013). However, some researchers argue that preferential treatment can lead to customer dissention toward the service firms (Fournier, Dobscha, & Mick, 1998). Marketers are reminded not to ignore the majority of less-profitable non-VIP customers, who have potential to be developed into valuable VIP customers in the future and contribute to firms’ economies of scale, total profits and healthy long-term growth (e.g., Zeithaml, Rust, & Lemon, 2001; Johnson & Selnes, 2005). The existing literature has mostly focused on negative responses (e.g., negative word-of-mouth, brand switching) of non-VIP customers in a preferential treatment context (Feinberg et al., 2002; Lehmann, 2001). However, positive responses of non-VIP customers in a preferential treatment scheme are largely neglected. Therefore, research on the positive responses from the majority of non-VIP customers is important for building a more complete theory of preferential treatment in this regard. In the current research, benign envy refers to a positive motivation derived from envy that compels the envious person to catch up with the envied person. Non-VIP customers with benign envy are more likely to have positive responses (e.g., treatment upgrading, positive word-of-mouth) toward the desired possession of other customers (i.e., VIP treatment). Investigating the antecedents leading to non-VIP customers’ benign envy of preferential treatment in the relationship marketing domain is a critical issue. Therefore, the primary objective of the current research is to investigate the antecedent conditions leading to non-VIP customers’ benign envy in preferential treatment (i.e., VIP treatment) contexts. To achieve my research objective of predicting benign envy of non-VIP customers, I first propose a popular market factor, the VIP granting method, as an antecedent variable influencing non-VIP customers’ benign envy (criterion variable). Specifically, I propose two types of VIP granting methods which have different impacts on benign envy of non-VIP customers toward VIP treatment. The current research theorizes that ascription-oriented VIP granting methods (e.g., birthdate, gender, kinship) and achievement-oriented VIP granting methods (e.g., accumulated consumption points, accumulated mileage, stipulated deposits) determine the choice of salient dimensions for comparison between non-VIP customers and VIP customers, which in turn determines the outcome of comparison (similar vs. dissimilar). The current research further investigates the mediation roles of perceived attainability and perceived deservingness to explain the psychological mechanisms that induce benign envy in non-VIP customers (Study 1). In addition, the current research examines the impact of cultural differences (ascription-oriented versus achievement-oriented) on perceived deservingness of VIP treatment by envied VIP customers (Study 2). The current research contributes to the marketing theory of preferential treatment in four respects. First, this research operationalizes the concept of benign envy as a motivation rather than an emotion to help explain and understand the controversial concept of benign envy in previous studies (e.g., Tai, Narayanan, & McAllister, 2012; Van de Ven, Zeelenberg, & Pieters, 2009). Second, drawing on the concepts of ascription and achievement in the discipline of sociology, the current research classifies conventional VIP granting methods into two categories based on customers’ ascribed attributes (e.g., birthdate) and achieved attributes (e.g., accumulated mileage). This classification helps both scholars and practitioners better understand the impacts of different VIP treatment strategies on non-VIP customers. Third, a theoretical model is proposed to predict benign envy. The proposed model contributes to the service literature with an in-depth understanding of psychological processes explaining how the benign envy of non-VIP customers is induced in the preferential treatment marketing context. Fourth, instead of drawing a holistic view on similarity as adopted in previous envy research and social comparison literature, the current research investigates the effects of similarity between the VIPs and non-VIPs from a more complex but realistic perspective. In this research, the upward social comparison which elicits envy was operationalized by similarity/dissimilarity along with two independent dimensions (ascription and achievement) instead of a unidimensional holistic perception. This operationalization allows the possibility that individuals will be similar in one dimension but dissimilar in another. The salient dimension of similarity between VIP customers and non-VIP customers thus can be triggered and manipulated by different VIP granting methods at the discretion of marketers. This advancement in the operationalization of similarity further contributes to envy studies and social comparison theory in the preferential treatment domain. Finally, the current research contributes to the theory of envy from a cross-cultural perspective and reveals a cultural boundary condition of the effect of perceived similarity on perceived deservingness of VIP treatment, which in turn influences the valence of envy. My findings showed that the effect of perceived similarity on perceived deservingness is more pronounced in achievement-oriented cultures than in ascription-oriented cultures. This is because ascription-oriented non-VIP customers (vs. achievement-oriented) tend to respect and value the ascribed attributes regardless of whether they are the actual beneficiary (i.e., similar to the VIP in personal salient attributes)
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Li, Pei-Chi, and 李珮齊. "The Relationship among Customer Relationship Management, Relationship Quality, and Customer Life time Value- A Study Based on Customer's Viewpoint." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/77290709801565916239.
Full textAbstract:
碩士<br>國立勤益科技大學<br>企業管理系<br>97<br>In the customer-oriented era, customers dominate the future of a company. Therefore, customer relationship is an important intangible asset. A company has to understand the real needs of customers so as to effectively catch business opportunities. In the hotel industry, service providers have a direct and close relationship with customers. It is especially necessary for them to maintain customer loyalty through customer relationship management. This paper focuses on the hotel industry to investigate the effect of customer relationship management on relationship quality, i.e. to find out if customer relationship management has significant effect on customer satisfaction, loyalty, and commitment. In addition, it also examines whether relationship quality affects customer lifetime value, i.e. whether customer utilization, loyalty, word-of-mouth, and purchase intention can be enhanced with the increase of relationship quality.
In this study, Multivariate Analysis of Variance (MANOVA) is used to investigate if significant differences exist in the relationship among Customer Relationship Management, Relationship Quality and Customer Lifetime Value from different preference groups on hotel type. Meanwhile, Linear Structure Equation Model (SEM) is used to analysis the relationship and strength among Customer Relationship Management, Relationship Quality, and Customer Lifetime Value.
This study was focused on the industry of hotels and B&B inns, so questionnaires were administered to consumers who have stayed in hotels or B&B inns in Taiwan. A total of 688 valid responses were collected and analyzed. Result showed: (1) There are significant differences in the perception of customer relationship management actions, satisfaction, trust, commitment, utilization, loyalty, and purchase intention among consumers with different preferences on hotel type, indicating that hotel type is an effective segmentation variable. (2) Significant and positive relationship exists on the views of the effects of Customer Relationship Management and Relationship Quality on Customer Lifetime Value from consumer groups of different preferences on hotel type. (3) It was found from linear Structure Equation Model that the action of Customer Relationship Management has positive influence on Relationship Quality, and Relationship Quality has positive effect on Customer Lifetime Value. (4) Consumer groups of different preferences on hotel type have partial interference effect on the relationship among the action of Customer Relationship Management, Relationship Quality and Customer Lifetime Value, that is, groups of different preferences on hotel type show significant difference on the strength of partial relationship path.
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Lo, Yu-Ching, and 羅玉青. "The study of relationship between customer's perception of B&B's characteristics and customer accommodation willingnessin Rueifang District." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/49631051822999332024.
Full textAbstract:
碩士<br>中國文化大學<br>觀光事業學系觀光休閒事業管理碩士在職專班<br>104<br>As the tourism industry has been growing more and more prosperously, the demand for travel accommodations is also increasing concurrently in Taiwan. Although there are several types of travel accommodations, bed & breakfast (B&B), which takes place of hostels and hotels, has become one of the most popular options for tourists. In order to increase the customers’ willingness to stay at B&Bs and improve the local tourist development, how to effectively utilize the local specialties and the B&B’s characteristics has become a vital issue for the managers. On the other hand, due to the reason that the number of tourists in Tamsui-Jinshan-Jiufen is increasing rapidly, the accommodation issues are being more concerned than usual. Using the questionnaires method, this research examined 5 hypotheses to explore the relationship between B&B's characteristics and customer accommodation willingness in the Rueifang district of the new Taipei city.
In the beginning, 120 preliminary questionnaires were given to the visitors from 6 B&Bs, which were selected based on their hospitality and charm, out of 80 registered B&Bs in the Rueifang district. After receiving 110 questionnaires, the preliminary questionnaires were modified based on the responses of visitors from 100 completed questionnaires. Then, 600 questionnaires were equally distributed to the visitors of the same B&Bs. A total of 370 valid completed questionnaires were collected.
Analysis showed that the hypotheses H1、H3 and H5 were supported by the responses of visitors, while hypotheses H2 and H4 were not. It means that the B&Bs’ location, surrounding environment, interior space, visitor’s perception, and host strategy in maintaining business have a significant impact on the repurchasing intention of visitors. On the contrary, the style and the interior equipment of the B&B do not have a sufficient impact on their repurchase intention.
From the management point of view, B&B owners could attract more tourists by improving the special lodging of security and privacy, providing adequate tourist information, warm and friendly service, and preparing sufficient parking space to welcome guests.
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Mohammed-Hasan, Lulaw, and Lulaw Mohammed-Hasan. "A Study on the Relationship between the Remedy of Accountants' Service Errors and Customer Attitude from the Customer's Point of View." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/m4rkaj.
Full textAbstract:
碩士<br>長榮大學<br>管理學院經營管理碩士班<br>107<br>With the rapid development of the economy and the increasing
numbers of investors entering the Taiwan market, the demand for
accounting professional services has grown substantially. Accounting
firms aim at serving customers, but there are often cases that service errors
are encountered. Professional services involve credit quality; therefore
customers' demands for qualified professional services are increasing day
by day. Customers are obviously no longer as passive as they are in the
past, and they actively seek cooperation and trust for service supply.
Accordingly, the study uses questionnaire to investigate whether
customers’ expected service recovery for different types of service errors
significantly related to the customers satisfactory response and subsequent
behavioral intentions in accounting professional services.
The results of the study indicate that customers have significant
differences in service recovery preferences under different types of service
errors. For severe service errors, the compensation effect, remediation
speed and active remedy have significant and positive impact on customer
satisfaction responses; whereas the active remedy, remediation speed, and
apology have significant and positive impact on the customer satisfaction
responses in minor service errors. There is significant and positive
relationship between customer satisfaction responses and the behavior
intention of word-of-mouth in either severe or minor service errors.
Moreover, there are no significant differences in service recovery facets
between male and female.
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Shen, Ding-You, and 沈訂佑. "A Study on the Relationship between the Customer's Lifestyle and Characteristics for Wedding Consultants Company." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/96064991895830100969.
Full textAbstract:
碩士<br>亞洲大學<br>經營管理學系碩士在職專班<br>102<br>Due to young people always busy, for the details of wedding custom, most of them are no time to understand but also do not know how to doing. And more and more people want to have special wedding, not like traditional wedding style. They try to find out assisting of wedding consultants company. To be specific, the research aims to achieve the following research objectives: To studies the effects of the consumers’ lifestyle to consuming behavior.
This research discloses that wedding new people’s lifestyle as three types : aggressive activities; money-talks and regular keeping tradition. The age of those aggressive activities type mostly in between 31 to 40 year-old, graduated from colleges and universities. As for occupation of this type, service industry takes the largest proportion. Average income per month locates in between TWD 20,000 and 40,000. For this type, the wedding now people like word of mouth marketing, knowing the information of Wedding Consultants Company and recommending have wedding ceremony at solemn quietness church in Japan ; use helping-yourself outdoor wedding festival and have local honey moon journey by the end.
The age of those money-talks type mostly in between 31 to 40 year-old, graduated from colleges and universities. As for occupation of this type, service industry takes the largest proportion. Average income per month locates in between TWD 20,000 and 40,000. For this type, the wedding now people need more communicating and corporation with wedding consultants company, acceptation of physical wedding (marathon, rock-clapping, mountain hiking, bungee jumping, etc.) or church wedding in Japan and have local honey moon journey.
The age of those regular keeping tradition type mostly in between 31 to 40 year-old, graduated from colleges and universities. As for occupation of this type, business industry takes the largest proportion. Average income per month locates in between TWD 20,000 and 40,000. For this type, the wedding now people like word of mouth marketing, knowing the information of wedding consultants company and recommending famous hotels to have aboard wedding in Japan, they will have satisfactions with the promotion of wedding consultants company.
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LI, CHIH-HAN, and 李芷涵. "An Empirical Study of the Relationship among Low Cost Carriers Service Quality,Relationship Quality and Customer's Behavior :the case of Low-Cost Carrier." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/qpd2ma.
Full textAbstract:
碩士<br>中華科技大學<br>航空運輸研究所<br>104<br>Since Low-Cost Carrier (LCC) has started to run business in Taiwan market in 2004. Most of previous research on low-cost airlines are based on factors influencing, but
many studies shows that Service Quality is key point。 It is important to know the customers’ requirement of the service provided by LCCs. The author took the routes of low-cost carriers as example to explore the relationship between service quality, relationship quality and behavior intention. The final sample the response rate was 96% (i.e. 560 usable surveys were collected from the 583 questionnaires distributed). The statistic software SPSS 22.0 was applied for data analyses. The statistical methods included descriptive statistic, correlation analysis, multiple regression analysis. The major findings of this study were summarized as follows.The techniques for testing the hypotheses are based on multiple regression analysis and mediated regression analysis. The results of survey show : (1) service quality positively affects relationship quality, (2) service quality positively affects customer's behavior intention ,(3) relationship quality positively affects customers’ behavior intention；(4) The relationship between service quality and customers behavior intention is completely mediated by relationship quality.
According to the analysis of the result, suggestions are given for LCC operators managing route for future reference at the end of this study.
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Shu-Ping, Lin, and 林淑萍. "A Study on the Relationship Between Customer's Characteristics and Insurance Contract- A Case of H Life Insurance Company." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/8pp39q.
Full textAbstract:
碩士<br>國立高雄應用科技大學<br>金融資訊研究所<br>102<br>The main objective of this article is to investigate attributes of customer affecting an insurance contract. Therefore, cross analysis, One-sample t test, One-way Analysis of Variance, Logistic Regression model and Decision Tree Model analysis are applied to analyze the correlation between the variable of attribute of customer and the content of insurance contract.
The empirical results are as follows:
1. Cross analysis: “Gender” and “the insurance age of the insured” are significantly correlated to “insurance contract status”; however, “occupation” is not significantly correlated to “insurance contract status”.
2. One-Sample t test: “The insurance age of the insured” and “insurance contract status” are significantly different.
3. One-way Analysis of Variance: “Age” shows significant difference to “insurance value”, “insurance fee” and “insurance contract status”; moreover, “occupation” shows significant difference to “insurance value” and “insurance type”.
4. The result of Logistic Regression model shows that: “Age” is significant variable of “insurance p contract status”.
5. Decision Tree Model: The result shows that “gender”, “age” and “insurance type” are significant variables affecting insurance contract status.
6. When the prediction accuracies of models are compared, it was found that the prediction accuracies of Logistic Regression model and Decision Tree Model on insurance contract status are all 89.4%.
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Nien-Ying, Chiang, and 江念穎. "The Impact of Advertisement Appeals on the Relationship between Customer's Perceived Value and Repurchase Intention - An Example of Beer." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/40715947688882988935.
Full textAbstract:
碩士<br>實踐大學<br>企業管理學系碩士班<br>99<br>In recent years, advertising volume of major media shows signs of slow growth. According to The Nielsen Company, Taiwan’s top five media (including radio and television) of advertisements are cable TV, newspapers, magazines, radio and outdoor media). From 2003 to 2009, advertisement volume has declined for seven years consecutively, However, various choices in media make viewers loss their patience in waiting for ad insertion time. Our study is based on the concept of Krugman (1965) passive learning theory to discuss the effect of different advertising appeals to consumer’s perceived value and repurchasing intention. Also this study attempts to measure the dimensions of perceived value, making the dimension perceived value dimensions more complete.
The result of this study shows that part of perceived value concepts such as emotional response, social value, quality and monetary price influence repurchasing intention positively. Advertisements with different appeals such as joyful or sexual ones have moderating effect on the links of consumer’s perceived value and repurchasing intention. Moreover, advertisements with low pleasuring appeal and high sexual appeal do not have significant effect in consumer’s perceived value and repurchasing intention.
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Chih-Wei, Chang, and 張智為. "The Study on the Relationship among Perceived Risk, Customer Complaint Behavior and Satisfaction of Service Recovery─A Case Study of Customer's Reaction on International Express Delivery." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/03855933711562145231.
Full textAbstract:
碩士<br>大葉大學<br>國際企業管理學系碩士班<br>96<br>Although the dissemination of information can be ached by the high-tech, but many of the physical entity of the delivery of goods, and still have to rely on improving the transport system. Consumers on the speed and quality of service requirements are increasingly stringent, as well as the international trend, so it is the rise of international express delivery industry.
When customers perceived not satisfied with consume, may lead to complain behavior. Some scholar think that customers complain will generate higher satisfaction and intent to purchase than not complain after the service recovery. Therefore, this study is international express delivery industry as evidence of the industry. In customer's perspective, understand the relationship of perceived risk of consumers and customer complaint behavior, as well as understand the relationship of customer complaint behavior and satisfaction of service recovery.
The results of this study found that perceived risk of customer, it will affect customer complaint behavior. And customer complaint behavior, it will affect satisfaction of service recovery significantly.
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彭柏錚. "The Study of Relationship among Service Quality, the Spokesperson and Customer's Satisfaction of Deposits Business of Bank Industry-The Case of Customer of A bank in Taipei City." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/11027704866894797691.
Full textAbstract:
碩士<br>國立交通大學<br>經營管理研究所<br>99<br>The purpose of this research is to analyze the relationship among service quality,the spokesperson and customer's satisfaction of deposits business of bank industry, using Parasuraman, Zeithmal and Berry's PZB model and Cronin and Taylor's viewpoint for service quality. This research focuses on the banking customers in the
Taipei area and examines the relationship among the 5 service quality dimensions, spokesperson and customer satisfaction.
The research starts with a literature review. And then data collected by questionnaire survey and then through the SPSS statistical analysis to obtain the result for this study. Moreover, there are some related management implications and future research recommendations.
Found in all dimensions, the dimension of assurance has the greatest impact on customer satisfaction. After the banking using the spokesperson, dimension of empathy has the greatest impact on customer satisfaction. Furthermore, the dimensions of service quality and customer overall satisfaction correlated significantly in every item. After the banking using the spokesperson, the dimensions of service quality and customer overall satisfaction also correlated significantly in every item. Bankers should pay particular attention on quick respond what customer's needs and understanding what they really want.
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chih, Chiu Hsien, and 邱顯智. "The relationship among marketing channel, customer's perceived risks and customer satisfaction to the renew insuring intensity---a case study of a P/L Insurance Firm in Kaohsiung and Pingtung." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/75752035362384114522.
Full textAbstract:
碩士<br>國立高雄應用科技大學<br>商務經營研究所<br>97<br>In literature review, a lot of research has focused on P/L insurance strategies in the field of P/L insurance industry, mostly with qualitative analysis through interview. In this study, the relationship between perceived risks and customer satisfaction, which reflected the effect of customer perceived risk on customer behavior and response, was investigated. In addition, in the era of multiple channels, P/L insurance companies need to choose appropriate channel in order to reduce the perceived risks of P/L customers. Thus, the present study examined the relationship among marketing channels, customer perceived risks, customer satisfaction, and renew insuring intensity. In addition to the exploration of the effect of marketing channels on perceived risks, the effect of customer satisfaction and renew insuring intensity were also investigated.
The participants in the study were customers of a P/L insurance company in Kaohsiung and Pingtung. The data were collected from randomly sampling questionnaires and interviews with the customers in the branch of the P/L insurance company in Kaohsiung and Pingtung. Totally 400 questionnaires were distributed, and 380 of them were returned. Among the 380 questionnaires, 354 of them were valid. Therefore, the return rate of the valid questionnaires was 93.14％.
The study adopted factor analysis, chi-square test, one-way ANOVA and regression analysis to examine the relationship between the variables. The results indicated:
1. The relationship between demographic variables and marketing channels:
vocation, and average monthly income had significant effect on customer's selection of different marketing channels.
2. The relationship between marketing channels and perceived risks: marketing channels had significant effect on the customers. It was found that it differentiated the customers' images on the "product functionality and financial perceived risks" and "convenience perception risks" for customers purchasing P/L insurance through different marketing channels.
3. The relationship between customer perceived risks and customers: negative
correlation relationship was found between perceived risks and customer satisfaction.
In addition, for customer perceived risks, "product functionality and financial
perceived risks" was negatively correlated with customer satisfaction.
4. Customer satisfaction was positively correlated with insuring intensity.
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Chuang, Chin-Fu, and 莊進富. "The Study on Relationship between Perception of Service Quality and Customer's Satisfaction--An example of ADSL Subscribers of Chunghwa Telecom Co.,Ltd." Thesis, 2005. http://ndltd.ncl.edu.tw/handle/80844693789008306497.
Full textAbstract:
碩士<br>元智大學<br>管理研究所<br>93<br>According to the data provided by DGT, the subscriber number has break through three million, seven hundred and fifty thousand in our country’s broadband market at the end of 2004, where ADSL subscriber number reached to three million, one hundred and sixty-nine thousand. Obviously, ADSL has become the main stream in connecting to internet with broadband in TAIWAN. Among ASDL subscribers, there are about three million seventy thousand subscribers who used Chunghwa telecom’s ADSL. It occupied over eighty percent of whole broadband network market.
This study used the broadband network subscribers who used Chunghwa telecom’s ADSL at present as research object and adopted random samples to proceed investigating. We made sampling questionnaires of 900 from three million seventy thousand subscribers and collected four hundred and fifty-nine valid questionnaires. At the same time, we made sampling questionnaires of 450 from twenty-eight thousand, four hundred and sixty-six employees of Chunghwa telecom and collected two hundred and fifty-one valid questionnaires. We utilized SPSS software to analysis data. First, we used factor analysis to extract the key factors of service quality. We extracted three key factors, i.e. “reliable concerns”, “responsible security” and “practical reliability”. Second, we used one-way ANOVA, Sheffe’s method, Person relational analysis and multiple regressions analysis to proceed individual item testing. Finally, we adopted “important-performance analysis” to draw service character evaluation picture in order to provide venders as reference in strategy planning and action alternatives.
After this empirical research, we concluded as follows: 1.The service level of ADSL expected by telecom employees is higher than that by customers. 2. The service level of ADSL perceived by telecom employees is higher than that by customers. 3. For customers, the expected level of ADSL service quality is higher than the actual perception level of service quality. 4. Three key factors, “reliable concerns”, “responsible security” and “practical reliability”, all have significantly positive correlation with integrated customer satisfaction level. 5. Integrated customer satisfaction level has significantly positive correlation with customer loyalty. 6. For population statistic variables of customs: age, education level, profession or average income per month has significant difference with respect to the key factor of service quality respectively; age, education level, profession, average income per month, usage period or transmission rate has significant difference with respect to custom loyalty respectively.
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Kao, Yi-Fang, and 高儀芳. "A study on the relationship among the Country of manufacture of Image, Fashion consciousness, Ethnocentrism, and Customer's PurchaseIntention- An example for cellular phone." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/50257379535546966298.
Full textAbstract:
碩士<br>中國文化大學<br>國際企業管理研究所<br>96<br>The purpose of this study is to explore the relations betweens the country of image, fashion consciousness, ethnocentrism, and customer's purchase intention. Also, this study engages to clarify if the influences of customer's purchase intention is ethnocentrism as well. The study uses the two variables of sensitivity of fashion and innovation courage to measure fashion consciousness. Customer's purchase intention uses purchase considered, the purchase moves and purchases extends.
Total of 400 questionnaires were to the respondents. The effective respondence rate was 70.0%. The method of analysis primarily used hierarchical regression analysis modeling to analyze the data and test study hypotheses to verify the degree of study performance. The results indicated that there was significant positive relationship between the country of image and customer's purchase intention, fashion consciousness and customer's purchase intention.
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Roth, Philip. "Organisering för strategisk CRM : Lärande om kundrelationer i en B2B-organisation." Doctoral thesis, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-107120.
Full textAbstract:
In marketing research, customer relationship management (CRM) is often described as a strategy for collecting customer information through an IT- infrastructure in order to manage customer relationships (e.g. Boulding et al 2005; Keramati et al 2010; Nguyen and Mutum 2012). Most of the existing research within CRM has focused on IT-infrastructure and implementation issues rather than on how CRM can enable knowledge sharing among individuals and working teams. Difficulties regarding information and knowledge creation, as well as sharing knowledge in both formal and informal ways, are not particularly well addressed in CRM literature. Hence, this study adopts a holistic approach to CRM and aims to “Understand how a B2B-organisation organise for strategic CRM”, and “Investigate how organisational aspects can act as drivers or barriers for learning about customer relationships”. The holistic approach implies that organisational aspects (such as co-workers, organisational culture, internal processes and affordance, c.f. Finnegan and Currie 2010) should be captured and seen as integrated parts of strategic CRM together with the more tangible CRM- system. Besides that, this study attempts to answer the question, “How does a B2B-organisation work with CRM to learn about their customer relationships”. Previous research has shown that intra-organisational problems emerge when implementing and using CRM with both researchers and software providers approaching CRM from a technological perspective with a heavy emphasis on IT-infrastructure (e.g. Bohling et al 2006; Coltman et al 2011). Despite its importance, IT-infrastructure is just one aspect that managers have to consider when making decisions about implementing and organising for CRM. From previous research we can learn that organisational aspects, such as co-workers, internal processes, and organisational culture (e.g. Finnegan and Currie 2010; Jayachandran et al 2005) are important to consider when implementing and using CRM. Thus, discovering how B2B- companies organise for strategic CRM necessitates the use of a holistic approach to CRM, based on the philosophy of relationship marketing (e.g. Grönroos 2008a; Nguyen and Mutum 2012; Storbacka and Lehtinen 2000). The empirical context in this study is the accounting and auditing industry. During recent years Swedish accounting and auditing firms have faced changes in the macro environment due to changes in legislation, which hasviitransformed the industry to become more customer oriented and CRM has been brought to interest in many firms. Based on that, a third and more practitionary aimed aim for this study is to ”Identify for accounting and auditing industry relevant organisational aspects for use of CRM”.In the theory chapter I first review the philosophy of relationship marketing, highlights the differences between B2B- and B2C-contexts and shows the nature of B2B-relationships, where multiple parties often are involved in the relationship. The study then sheds light on current research streams in CRM-literature and identifies two major research streams, the technology- oriented one and an organisational-oriented one. The thesis proceeds to review information, knowledge and learning domains and integrates relevant theoretical frameworks from these research areas into CRM-literature. The theory chapter rounds off by presenting and discussing “communities of practice” as an organisational approach that enables and cultivates learning in organisations.The study adopts an explorative research approach connected to the research question and purposes and the empirical inquiry is conducted through an abductive approach and investigates a large auditing and consulting firm, a major actor in the Swedish audit- and accounting business, during the time period of 2,5 years. The empirical data is comprised of 44 meeting observations of key account teams, as well as a sales group and 31 in-depth interviews with members of the groups. Moreover, several meeting observations with members of a sales team and a responsible-advisor team were conducted in one of the auditing firm ́s local offices to provide an understanding of how CRM as an organizational strategy is adopted and used by different individuals and groups working with different types of customers.In the analysis I built on the theoretical framework and case findings to empirically identify relevant themes connected to the customer relationships, to the development and learning processes in working teams and among individuals, and to intra-organisational prerequisites and structures. The identified themes were then further analysed in order to find out how CRM as a strategic approach is used to learn about customer relationships. This study shows that managers have to integrate relevant intra- organisational aspects to be able to organise for and implement CRM with a purpose to generate learning about customer relationships in a successful way. While previous research have shown that the organizational aspects may vary depending on company-context, size and type of customers, this study suggests that managers should consider “strategic communities of practice” as an important strategy to enable knowledge sharing, and thusviiicultivate learning processes among individuals, groups and divisions. However, enabling and cultivating for strategic communities of practice is not suitable for all groups of individuals due to their work tasks, or what goals and objectives managers have with the particular group or team. This finding is important to address since CRM, when narrowly approached as an IT-infrastructure, does not capture all relevant information and results in a lot of important knowledge about customer relationships getting stuck in minds of smaller working groups - instead of being shared with colleagues in networks or communities of practice, and thus contributing to organisational learning about customer relationships. The study shows that if CRM is to act as an enabler for relationship-specific knowledge sharing, managers have to enable interactive knowledge sharing among co-workers through for example communities of practice. These interactions, along with traditional information collection are strongly needed, especially in the context of B2B-services companies. To conclude, CRM-literature have to be re-examined to further incorporate discussions regarding learning processes and knowledge sharing to target a deeper, as well as a more holistic, understanding of customer relationships.
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Hsu, Shu-Ling, and 徐淑玲. "A study of the Relationship among the Physician Professionalization of Medical Cosmetology, Customer's Purchase Intent, and Their Consuming Behavior: The Perceived Value as a Moderating Variable." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/999sw5.
Full textAbstract:
碩士<br>長榮大學<br>高階管理碩士在職專班<br>101<br>Medical cosmetology is the trendiest business around the world. The market of medical cosmetology has become an important income for the self-paid medical industry in many countries. In Taiwan, the medical environment mostly depends on national health insurance. As the strict limitations of the national health insurance and the market demand increases, medical cosmetology has become a rising business choice for many hospitals. Since there is no law regulating the quality of medical cosmetology given to patients, and the selections of medical aesthetics are too broad, this booming service has caused many medical disputes. The purpose of this research is to study the relationship between the professionalism of physician of medical cosmetology and customers’ purchase intents, perceived values, and consuming behaviors.
The data is collected by paper questionnaire in northern, central, Southern part of Taiwan. The target study population is customers of medical cosmetology, excluding students. Three hundred questionnaires were issued, and then a total of 288 questionnaires were collected. Among the 288 questionnaires, 280 were effective. The empirical data was analyzed by description analysis, reliability analysis, and population statistics variable analysis-independent t verification, and variable analysis-single factor variation number analysis, and mediating effects tests, class-class regression analysis regression analysis-moderating effectiveness test. This empirical study shows a significant relationship between the professionalism of Medical Cosmetology physician and customer’s purchase intentions and behaviors. The perceived value of the customers has no significant intent to the study result, thus, it is a moderating variable.
The research findings were then summarized as follows:
1. The professionalism of medical cosmetology physician has a positive direct effect on consuming behavior.
2. The professionalism of medical cosmetology physician has a positive direct effect on customer’s purchase intent.
3. Customer’s purchase intent has a positive direct effect on consuming behavior.
4. Customer’s purchase intent has a full mediation effect in the professionalism of medical cosmetology physician and consuming behavior.
5. Perceived value has no moderating in customer’s purchase intent for the relationship between medical cosmetology and its consuming behavior.
6. The residential area variable has no significant differences within consuming behavior.
7. The age variable has no significant differences within consuming behavior.
8. The consumers’ income per year variable has no significant differences within consuming behavior.
9. The gender variable has no significant differences within consuming behavior.
The research suggests the following:
1. The professionalism of medical cosmetology has influence on customers’ purchasing intentions; therefore, customers’ hopes to see a law established for the practice in medical cosmetology.
2. When consumers have begun to focus on physician professionalization and medical quality, Taiwan Joint Commission Hospital Accreditation starts to institution the certification, suggests post the logo on obvious site same to health insurance logo, customers will convenient to choose medical cosmetology center.
3. Recommendations for future research directions of physician’s medical cosmetology experience, laser device, injection material, price, service, the research analysis can use in-depth interview.
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Hua, Lin Chia, and 林佳樺. "Customers Relationshop Management : Customer Valuation Measurment." Thesis, 2002. http://ndltd.ncl.edu.tw/handle/89431987508610496007.
Full textAbstract:
碩士<br>國立臺北大學<br>企業管理學系<br>90<br>Customer Relationship Management is importance in market competition recently. Measurement of customer valuation depends on defining the customer, estimating the revenue and costs associated with each customer, and combining these elements into an estimated profitability for each customer. Effective use can align the business strategy and the organizational delivery system with customer requirements. This research uses the SMC model to determine the customer valuation. The SMC model can calculate the number of transactions in the next coming year and the sum of the customer transaction spent. Furthermore, we use the customer valuation and the customer reaction to segment recent customers. According to the fours segments, we can make marketing budget allocation efficiency and the customer differentiation management.
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Fu, Lu An, and 呂安富. "A Study of the Relationships among Relationship Marketing Programs, Relationship Quality, Customer Loyalty, and Relationship Outcomes─Compare Salesperson’s view with Customers’ view." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/96249940944413438349.
Full textAbstract:
碩士<br>東海大學<br>企業管理學系碩士班<br>98<br>The face of rapidly changing environment, business must use new marketing to create, delivery, and communicate value to customer, and manage customer relationship. Relationship marketing aims to build strong relationship with key partners(customers, channels, other marketing partners) in order to earn organizational performance. Therefore, the business builds strong economic, technical, and social close relationship which needs to develop relationship marketing, implement customer relationship management and partner relationship management. The study bases on salesperson’s view and customers’ view, to explore the Relationships among Relationship marketing program, Relationship Quality, Customer Loyalty, and Relationship Outcomes.
According to the research background, motivation, and the theory, the study assumes that: (1)Relationship marketing program may influence relationship quality; (2)Relationship marketing program may influence customer loyalty; (3)Relationship quality may influence customer loyalty; (4)Relationship quality may influence relationship outcomes; (5)Customer loyalty may influence relationship outcomes. Questionnaires issued, in the salesperson’s view, through personal interviews, to a large Taichung as the main distribution site, a total of 36 Dealer Services Department, reject rate of 67%, there are 142 effective samples. In the customers’ view, through the internet questionnaire survey, there are 146 effective questionnaires. This research referred to Churchill (1979) to purify the received data, then used ANOVA, multivariable analysis and LISREL analysis to verify the hypotheses.
The findings of the study are summarized as following, two views support (1)Relationship marketing program has a positive effect on relationship quality; (3)Relationship quality has a positive effect on customer loyalty; (4)Relationship quality has a positive effect on relationship outcomes. The salesperson’s view not support (5)Customer loyalty has a positive effect on relationship outcomes. The customers’ view not support (2)Relationship marketing program has a positive effect on customer loyalty.
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HUANG, HSIAO-CHI, and 黃曉琪. "The Relationships among Bank Service Quality, Customer Relationship and Customer Retention." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/07178154676220725242.
Full textAbstract:
碩士<br>輔仁大學<br>金融與國際企業學系金融碩士在職專班<br>104<br>With the liberalization of financial markets and innovation of information technological, banks not only encoanter strict competition within the industry but also face the pressure of transformation. In addition to provide clients customized financial products, there should be more immediate and convenient financial services to warm customers.
Through the questionnaire analysis, the results show that: both the quality of banking services and customer relationship, have significant positive effect on customer retention. Besides, customer relationship has intermediary effect between both of them customer retention and service quality.
While, friendly service and professional and reliable attitude contributes to improve customer relationships, It is another way to provide customers with reasonably priced financial products to increase customer’s satisfaction and loyalty. As a result, customers are willing to concentrate their idle funds to one certain bank and allow the bank become their partners.