To see the other types of publications on this topic, follow the link: Customer-oriented management.
Dissertations / Theses on the topic 'Customer-oriented management'
Create a spot-on reference in APA, MLA, Chicago, Harvard, and other styles
Consult the top 41 dissertations / theses for your research on the topic 'Customer-oriented management.'
Next to every source in the list of references, there is an 'Add to bibliography' button. Press on it, and we will generate automatically the bibliographic reference to the chosen work in the citation style you need: APA, MLA, Harvard, Chicago, Vancouver, etc.
You can also download the full text of the academic publication as pdf and read online its abstract whenever available in the metadata.
Browse dissertations / theses on a wide variety of disciplines and organise your bibliography correctly.
1
Kalayoglu, Murat Veysel. "Pharmacies and medication adherence : a customer-oriented opportunity analysis." Thesis, Massachusetts Institute of Technology, 2006. http://hdl.handle.net/1721.1/37119.
Full textAbstract:
Thesis (M.B.A.)--Massachusetts Institute of Technology, Sloan School of Management, 2006.Includes bibliographical references (leaves 50-53).
Medication non-adherence is one of the most costly and difficult problems in healthcare today. In the United States alone, half of the 3.5 billion prescriptions dispensed are not taken as prescribed, costing our healthcare system an estimated $100 billion. Ten percent of all hospitalizations and 125,000 deaths each year are attributable directly to non-adherence to medicines. Medication non-adherence is a complex, multi-faceted problem and potential ways to increase adherence to medications traditionally have focused on the physician - patient relationship. However, medication dispensing requires an additional interaction between the pharmacy and patient, and properly-incentivized pharmacies employing unique adherence programs may be capable of enhancing adherence above and beyond existing methods. This thesis explores how traditional chain and independent drugstore pharmacies 1) prioritize medication adherence; and 2) may benefit from instituting medication adherence programs. The hypothesis tested was that pharmacies would benefit substantially from instituting adherence programs.
(cont.) Data from interviews, company financials and industry reports were used to quantify a value proposition for the drugstore pharmacy. Interviews revealed a strong disconnect in emphasis placed on medication adherence between pharmacy schools (strong emphasis) versus pharmacies (moderate to weak emphasis). Within subgroups of pharmacies, chain and independent drugstore pharmacies placed lower priority on medication adherence compared with specialty and hospital pharmacies. Data collected for this thesis also indicated that a 25% increase in medication compliance would increase a community drugstore's annual revenues by $1.7 M and annual gross profits by over $400,000. These findings indicate that an untapped opportunity exists for drugstore pharmacies to boost revenue by investing in technologies and services to increase medication adherence.
by Murat V. Kalayoglu.
M.B.A.
2
Koul, Ashish 1979. "Device-oriented telecommunications customer call center demand forecasting." Thesis, Massachusetts Institute of Technology, 2014. http://hdl.handle.net/1721.1/90787.
Full textAbstract:
Thesis: M.B.A., Massachusetts Institute of Technology, Sloan School of Management, 2014. In conjunction with the Leaders for Global Operations Program at MIT.Thesis: S.M., Massachusetts Institute of Technology, Engineering Systems Division, 2014. In conjunction with the Leaders for Global Operations Program at MIT.
Cataloged from PDF version of thesis.
Includes bibliographical references (page 53).
Verizon Wireless maintains a call center infrastructure employing more than 15,000 customer care representatives across the United States. The current resource management process requires a lead time of several months to hire and train new staff for the customer rep position. To ensure that call center resources are balanced with customer demand, an accurate forecast of incoming call volume is required months in advance. The standard forecasting method used at Verizon relies on an analysis of aggregate call volume. By analyzing the growth trend of the customer base and the month-upon-month seasonal fluctuations within each year, the total incoming call volume is predicted several months in advance. While this method can yield solid results, it essentially groups all customers into a single category and assumes uniform customer behavior. Given the size of the Verizon customer base, forecast inaccuracy in the current process can lead to resource allocation errors on the order of tens of thousands of labor hours per month. This thesis proposes a call forecasting model which segments customers according to wireless device type. By taking into consideration customer behavior on a per device basis and accounting for the continuous churn in mobile devices, there is the potential to create a forecasting tool with better accuracy. For each device model, future call volumes are estimated based upon projected device sales and observed customer behavior. Aggregate call volume is determined as the sum across all device models. Linear regression methods are employed to construct forecast models for each of the top 20 mobile devices (those which generate the most customer service calls) using historical device data. The aggregate call volume forecast for these top 20 devices is benchmarked against the standard forecast currently in use at Verizon to validate the reliability of the new approach. Furthermore, device-oriented analytics processes developed for this project will enable Verizon to build a rich library of device data without additional staff or resource investments. By incorporating device-oriented data analysis into the call volume forecasting process, Verizon Wireless hopes to improve forecast accuracy and staff planning, effectively maintaining service levels while reducing overall staffing costs at call centers.
by Ashish Koul.
M.B.A.
S.M.
3
Lindner, Georg [Verfasser], Bernd [Akademischer Betreuer] Heinrich, and Mathias [Akademischer Betreuer] Klier. "Network-oriented Customer Valuation and Social Engagement Analysis in Online Customer Networks / Georg Lindner ; Bernd Heinrich, Mathias Klier." Regensburg : Universitätsbibliothek Regensburg, 2019. http://d-nb.info/1176808710/34.
Full text
4
Broß, Jürgen [Verfasser]. "Aspect-Oriented Sentiment Analysis of Customer Reviews Using Distant Supervision Techniques / Jürgen Broß." Berlin : Freie Universität Berlin, 2013. http://d-nb.info/1037343263/34.
Full text
5
Owlia, Mohammed Saleh. "A customer-oriented approach to the measurement and improvement of quality in engineering education." Thesis, University of Birmingham, 1996. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.310422.
Full text
6
Busch, Sebastian. "Customer focus in e-services : market-oriented perspectives on developing, managing and using electronic marketplaces /." Bamberg : Difo-Druck, 2002. http://www.gbv.de/dms/zbw/356744698.pdf.
Full text
7
Blinn, Nadine [Verfasser], and Markus [Akademischer Betreuer] Nüttgens. "Empower Technical Customer Services in Value-Added Networks : A Design Science Approach Focusing Process-Oriented Mobile Assistant Systems / Nadine Blinn. Betreuer: Markus Nüttgens." Hamburg : Staats- und Universitätsbibliothek Hamburg, 2012. http://d-nb.info/102093087X/34.
Full text
8
Ronström, Tobias, and Joakim Källqvist. "Kundbaserad fastighetsförvaltning – Kundnöjdhetens påverkan på fastighetsförvaltning." Thesis, KTH, Fastigheter och byggande, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-277727.
Full textAbstract:
Fastighetsförvaltning var tidigare ett tekniskt område där arbetet utgick från fastigheterna.Detta är något som inte det närmsta passar in på dagens fastighetsförvaltning, som utgår från flera intressenter och parametrar. Förvaltningen utgörs idag av flera tjänster som fungerar som ett helhetserbjudande för hyresgästerna. Hyresgästerna kan därför idag räknas som konsumenter till funktioner och tjänster kopplade till fastigheten. Detta har inneburit att fastighetsförvaltning i allt större utsträckning utgår ifrån kundens behov och förväntningaroch att möta dessa är en förutsättning för att lyckas. Dessa funktioner och tjänster som fastighetsbolagen erbjuder för sina hyresgäster består av aktiviteter som utförs i förhoppning om att kunna öka kundnöjdheten. Det görs genom att ett mervärde skapas då förvaltningen möter hyresgästens behov och överträffar deras förväntningar. Det råder däremot en osäkerhet vilka aktiviteter som utförs i syfte att höja kundnöjdheten, vilket denna studie syftar till att undersöka. Utifrån detta har en kvalitativ metod valts bestående av litteraturstudier och empirisk tmaterial insamlat från årsredovisningar. Resultaten visar att aktiviteter som kundservice, kundkommunikation, kundundersökningar och arbete mot att skapa engagerade medarbetare kopplas direkt till kundnöjdhet och genomförs av alla bolagen. Vidare visar resultaten att kundnöjdhetsarbetet skiljer sig något mellan bostadsbolag och kommersiella bolag, där vissa aktiviteter anses viktigare än andra. Studien bidrar genom detta till att kartlägga vilka aktiviteter som ses som kundnöjdhetsarbete av olika typer av fastighetsbolagen.Avslutningsvis så anser vi att det skulle varit intressant att vidareutveckla studien genom att kolla på ett mer varierat urval av fastighetsbolag för att hitta större skillnader i deras kundnöjdhetsarbete.Property Management was previously a technical area where the work was based around the properties. This is something that is not very accurate for today´s property management,which consists of interests of several stakeholders. Today the management consists of several services that serve as a comprehensive offer for the tenants. The tenants can therefore be observed as consumers for functions and services linked to the property. This has led to that property management is increasingly based on the customer's needs and expectations and to fulfill those is a prerequisite for success. These services that the real estate companies offer to their tenants consist of activities that are carried out in the hope of being able to increase customer satisfaction. This is done by creating value when the management meets the tenant's needs and exceeds their expectations.On the other hand, there is an uncertainty to which activities are carried out with the aim of increasing customer satisfaction, this is therefore the aim of the study. Based on this a qualitative method has been chosen consisting of literature studies and empirical material collected from annual reports. The results show that activities such as customer service, customer communication, customer surveys and a work towards creating engaged employees are directly linked to customer satisfaction and are carried out by al lcompanies. Furthermore the results show that customer satisfaction work differs somewhat between housing companies and commercial real estate companies, where some activities are considered more important than others by the different companies. The study helps to identify which activities are seen as customer satisfaction work of different real estate companies.Finally, we believe it would have been interesting to further develop the study by looking at amore varied selection of real estate companies to find greater differences in their customer satisfaction work.
9
Labenz, Franziska [Verfasser]. "How to create successful customer experiences? : an empirical investigation of drivers and outcomes and the development of a practical-oriented measurement concept / Franziska Labenz." Hannover : Gottfried Wilhelm Leibniz Universität Hannover, 2019. http://d-nb.info/1179909771/34.
Full text
10
Gißrau, Mike [Verfasser], Oliver [Akademischer Betreuer] Rose, and Stéphane [Akademischer Betreuer] Dauzère-Péres. "Development and Introduction of Semiconductor Production Control Enhancements for Customer Oriented Manufacturing / Mike Gißrau. Universität der Bundeswehr München, Fakultät für Informatik. Gutachter: Oliver Rose ; Stéphane Dauzère-Pérès. Betreuer: Oliver Rose." Neubiberg : Universitätsbibliothek der Universität der Bundeswehr München, 2014. http://d-nb.info/1047192462/34.
Full text
11
Gißrau, Mike Verfasser], Oliver [Akademischer Betreuer] [Rose, and Stéphane [Akademischer Betreuer] Dauzère-Péres. "Development and Introduction of Semiconductor Production Control Enhancements for Customer Oriented Manufacturing / Mike Gißrau. Universität der Bundeswehr München, Fakultät für Informatik. Gutachter: Oliver Rose ; Stéphane Dauzère-Pérès. Betreuer: Oliver Rose." Neubiberg : Universitätsbibliothek der Universität der Bundeswehr München, 2014. http://nbn-resolving.de/urn:nbn:de:bvb:706-3431.
Full text
12
Flat, Emelie, and Pascal Nisan. "Kundorientering : Ledarens roll och provisionens inverkan." Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-16776.
Full textAbstract:
Syfte: Syftet med studien är att studera hur ledare jobbar för att åstadkomma ett kundorienterat klimat på en arbetsplats med ett provisionsbaserat lönesystem. Metod: En kvalitativ metod har använts i den här studien. Semi-strukturerade intervjuer gav oss det empiriska underlaget som analyserades med hjälp av den systematiska, strukturerade och abduktiva metoden Well-grounded theory. Resultatet presenteras i empirin med hjälp av mönster som upptäckts. Resultat & slutsats: Vi har överlag kommit fram till att praktiken i stora drag stämmer överens med teorin. De intervjuade ledarna har en överensstämmande uppfattning om kundorienteringens innebörd, men har vissa skiljaktigheter i bland annat deras syn på provisionens inverkan. Ledarens roll ansågs även i praktiken vara avgörande för att de anställda ska vara kundorienterade. Förslag till fortsatt forskning: Studien har utförts med inriktning på enbart fastighetsmäklarbranschen. Vi skulle gärna se en fortsatt forskning kring provisionens inverkan på kundorienteringen i branscher med förhållandevis mindre försäljningar, för att se om det skiljer sig åt. Vidare skulle en studie som liknar vår kunna göras på de anställda för att se om uppfattningen mellan ledare och anställd är annorlunda. Det vore också intressant att få in kundernas uppfattning och undersöka om den överensstämmer med ledarnas och de anställdas uppfattning.Aim: The aim of this study is to study how leaders are working to achieve a customer-oriented climate in a workplace with a commission -based salary system. Method: A qualitative approach was used in this study. Semi - structured interviews gave us the empirical data that were analyzed using the systematic, structured and abductive method Well- grounded theory. The results are presented in the empirical data using patterns that were located. Result & Conclusions: We have generally concluded that the practice is closely matching what prevails in the theory. The interviewed managers and scientists have a consistent view of customer orientation significance but have some differences as well, in particular their views on the impact of commission. The role of the leadership was also considered essential for employees to be customer-oriented. Suggestions for future research: The study was conducted focusing only on the real estate business. We would like to see further research on the commission impact on customer orientation in industries with relatively minor sales, to see if it differs. Moreover, a study similar to ours could be made on the employees to see if the perception between managers and employees is different. It would also be interesting to add the customers’ opinions and compare these with the managers and the employees’ opinions.
13
Jang, Jichul. "A Multi-Level Examination of Factors Predicting Employee Engagement andits Impact on Customer Outcomes in the Restaurant Industry." The Ohio State University, 2013. http://rave.ohiolink.edu/etdc/view?acc_num=osu1373985282.
Full text
14
Dawkins, Michael L. "Employee Perception of the Value of Customer Focus Training in Public Transportation." ScholarWorks, 2015. https://scholarworks.waldenu.edu/dissertations/491.
Full textAbstract:
The number of service-oriented jobs has increased locally and nationally, and organizations are spending millions of dollars to train front-line employees to maintain customer satisfaction and compete in the service industry. Despite the financial investments of these training programs, little research has investigated the holistic effectiveness of customer-focused training (CFT) programs. Researchers found positive relationships between the constructs under investigation and reported that when CFT programs are delivered on a consistent basis with leadership support, they help build a service-oriented culture. The purpose of this case study was to investigate employee perceptions of CFT and relationships between performance, engagement, and building a service-oriented culture, where the questions were designed to address front-line employees in the transit system of Southeastern Pennsylvania. The conceptual framework for this study was by Service Quality, where the concepts for the framework support organizational culture and social exchange. The total number of participants was 36 with 27 for interviews and 9 for a focus group. The participants were selected using a purposeful sampling approach. The data were analyzed by coding for categories, themes, and patterns to reflect in-depth understanding and reporting of CFT among front-line employees. The participants felt that CFT programs were beneficial for them and could help improve customer service. Given these findings, similarly-situated employees may view training in a positive light and may be willing to engage in more training to improve customer service. Human resource personnel may be encouraged from the positive results of this study to develop and implement more training, which may help employees and leaders build a credible service-oriented culture.
15
Hou, Pingyu. "Customer relationship management for banking system." CSUSB ScholarWorks, 2004. https://scholarworks.lib.csusb.edu/etd-project/2635.
Full textAbstract:
The purpose of this project is to design, build, and implement a Customer Relationship Management (CRM) system for a bank. CRM BANKING is an online application that caters to strengthening and stabilizing customer relationships in a bank.
16
Schlosser, Francine. "The Market-oriented Contribution of Individuals: Translating Strategy into Action." Thesis, Waterloo, Ont. : University of Waterloo, 2004. http://etd.uwaterloo.ca/etd/fkschlos2004.pdf.
Full textAbstract:
Thesis (Ph.D)--University of Waterloo, 2004."A thesis presented to the University of Waterloo in fulfillment of the thesis requirement for the degree of Doctor of Philosophy in Management Sciences". Includes bibliographical references.
17
Kakoulidis, Sharmineh, and Dekyi Hederstedt. "How the Covid-19 pandemic has affected the leadership and the direction of the organization." Thesis, Mittuniversitetet, Institutionen för kvalitets- och maskinteknik, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:miun:diva-42964.
Full textAbstract:
Syftet med denna magisteruppsats har varit att utforska hur Covid-19 pandemin har påverkat ledarskapet och organisationens riktning. Covid-19 pandemin har påverkar olika delar av ledarskapet. Resultaten visar tydligt att chefer känner sig överbelastade eftersom de måste hantera många administrativa uppgifter och alternerande möten. På grund av brist på tid och balans mellan arbete och privatliv har förmågan att ha en helhetssyn, tolka och ta in perspektiv utifrån och in och inifrån och ut varit en utmaning för ledarna. Resultatet indikerar även på behovet av tydliga kommunikationskanaler mellan ledarna, de anställda och deras kunder om vilka åtgärder som krävs för att anpassa sig till den nya situationen som pandemin har medfört. Under pandemin har organisationerna tvingats att vidta snabba åtgärder baserat på föreskrifterna och begränsningarna från Folkhälsomyndigheten och regeringen. Etablerade digitala kanaler har använts men nya digitala kanaler har behövts identifieras för att skapa interaktion och relationer inom organisationen samt med kunderna. Den snabba omvandlingen till den digitala världen har påverkat organisationens riktning att tänka annorlunda, vara mer flexibel och anpassningsbar till nya oväntade förändringar, såsom pandemin. Organisationerna har använt nyckelindikatorer för att identifiera och få en tydlig bild av hur pandemin har påverkat organisationens riktning internt och externt gentemot sina kunder. Denna nya digitala omvandling har också tvingat kunderna att gå in på nya digitala plattformar och interagera online med organisationerna. Den nya digitala medvetenheten från kunderna har framkallat nya digitala krav och tjänster som i sin tur har resulterat i behov av nya digitala självservice tjänster och en högre och starkare digital kompetens från organisationens kundtjänst. En bidragande diskussion till organisationerna och samhället är att hänvisa till begreppet lönsamhet som en värdeskapande effekt som är hållbar över tid, kopplad till tre element: ledarskap, organisationens riktning och kundbehov.The purpose of this thesis has been to explore how the Covid-19 pandemic has affected the leadership and the direction of the organization. The Covid-19 pandemic has affected various parts of the leadership. The results clearly indicate that managers feel overloaded since they have to handle a lot of administrative tasks and alternating meetings. Due to lack of time and balance between work and private life, the ability to have a holistic view, interpret and take in perspectives from outside-in and inside-out has been a challenge for the leaders. The results also indicated the need for clear communication between the leaders and the employees and their customers about what actions are required in order to adapt to the new situation that the pandemic has imposed. During the pandemic the organizations were forced to take fast action based on the regulations and restrictions from the Public Health Agency and the government. Established digital channels were used but new digital channels had to be identified to create interaction and relations within the organization and with the customers. The fast transformation to the digital world has affected the direction of the organization to think differently and be more flexible and adaptable to new unexpected changes, such as the pandemic. The organizations have used key indicators to identify and get a clear picture of how the pandemic has affected the direction of the organization internally and externally towards its customers. This new digital transformational shift has also forced the customers to enter new digital platforms and interact online with the organizations. The new digital awareness from the customers has induced new digital requirements and services which in turn have resulted in the need for new digital self-services and a higher and stronger digital competence from the organizations customer service. A contributing discussion to the organizations and to the society is to refer to the concept of profitability as a value-creating effect sustainable over time, connected by three elements: leadership, direction of the organization and customer need.
2021-06-06
18
Chen, Chin-ming, and 陳欽銘. "Service-Oriented Customer Relationship Management System." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/82942284842708800289.
Full textAbstract:
碩士國立臺灣科技大學
資訊管理系
101
In the past, Enterprise invested hug amount and resources in IT infrastructure; mostly they were focus on cost reduction and how to improve sales revenue. They were quite less concentrate on information integration of Sales/After Service/Quality and R&;D. In this time, the management team discovery that we have to focus on customer relationship and provide the particularly services for customer, then we could have chance to increase revenue and improve market sharing. CRM (Customer Relationship Management) is fully integrated with ERP (Enterprise Resource Planning) from Marketing, Sales until Services. It’s also reducing hard work of data input. In 2008, the financial crisis of US has impacted to worldwide economy and has big impact to DIEP also. The Net-Profit has rapid decline lower than zero. All people are no secure job during this time. The VP of DIEP thought how to lead team to find the way for the future. It’s my duty and responsibility. He works with team and they found out their position and focus. At the end, we have to provide particularly service to particularly customer and develop the new vision of enterprise. We have to really work out rather than make the policy on the paper. DIEP starts “Service” to suppose the environment change. We have to know who value customers are in order to provide more customize service to them. We’ll get more contributions from value customer. This thesis uses the Harvard case teaching which includes cases and teacher reference manual in two parts. The teacher's guide includes CRM Model, Competitive Strategies of enterprises, Business Process Re-engineering and the Channel Management based on literature theory and the case analysis. This thesis expects to achieve the application theory and experiences interaction. It also gives a chance to learn the really practice case in industry.
19
Lan, Lan, and 蘭嵐. "Study on Architecture-Oriented Customer Relationship Management Model." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/45007338530920790679.
Full textAbstract:
碩士國立中山大學
國際經營管理碩士班
99
Since recent financial crisis triggered world economy recession, most of the corporations are facing financial downturn. To survive in the recession, some measurements are taken to increase revenue and reduce expense. Customer Relationship Management (CRM) is one of those measurements which are used by corporation managers to enhance business operations and retain old customers. In Lee’s research, 70% corporations adopting CRM failed. Introducing a system into business operation is not the only key point; customer-centered corporation culture and structure are some other key points. Successful CRM operation coordinates CRM strategy, organization, process, tool and final evaluation to support services continuously. This study focuses on constructing an acceptable CRM model to minimize the investments of time, money and man power when adopting CRM, and reduce the possibility of failure. In this study, we follow Enterprise Architecture (EA) theory and use the Structure-Behavior Coalescence Architecture Description Language (SBC-ADL) as a tool to create the architecture-oriented CRM model (AOCRMM). SBC-ADL integrates the views of structure, behavior and others, so that it integrates organizational structures and organizational behaviors into a single model. Comparing to traditional CRM models which organizational structures and organizational behaviors are separated, the AOCRMM provides a more holistic way, than traditional CRM models, to describe how the CRM operates.
20
Chi-Tse, Lu, and 盧麒澤. "Study on Architecture-Oriented Customer Relationship Management Model." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/ttdj6f.
Full textAbstract:
碩士國立中山大學
資訊管理學系研究所
96
In recent years, owing to the network, the information science and technology, and the telecommunications industry’s popularization, make the interaction between the enterprise and customer more frequent. The more rigid marketing to customer, the higher quality of product and service can be applied to the customer request. How to dig the high profit rate customer in the general customer group, and maintain good the interaction relationship among the customers, and detain the customers who already has, then becomes a key factor to adopt the Customer Relationship Management (CRM). In this research, we find that most CRM literature focused on the case study, or adopted the key factor discussion and the theory of CRM elaboration. The main purpose of our research is to define and develop an Architecture-Oriented Customer Relationship Management Model (AOCRMM). This model provides the information and the way of construction of CRM, so the entire construction of CRM can be easily understood. In this model, the sufficient defines structure element, service of structure element, and behavior. By unifying structure viewpoints, behavior viewpoints, and resources viewpoints, we then construct the structure behavior coalescence for a CRM system. We conclude that AOCRMM, being an integration model, enables enterprise organization, IT system, internal business processes, etc. to be a single interface to customers. Also AOCRMM makes the organization behavior be presented easily the resources be used effortlessly, and have a good communication effect of organization and external environment.
21
rong, lyu chong, and 呂崇榮. "Implementing A Customer Demand-Oriented Knowledge Management System." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/30025860774043281033.
Full textAbstract:
碩士亞洲大學
資訊科學與應用學系碩士班
95
Along with the development of consumer’s knowledge and the competition of market, enterprises need to focus on the demands of consumers in order to have more their support. In addition, since Internet and information system nowadays develop well, all aspects of information which are relative to customers are paid attention by enterprises. However, the enterprise could gather unsuitable information via Internet, and then it could cause them have wrong business strategy. Traditional KM can manage and share knowledge assets of enterprise and employees systematically, but could ignore customers’ knowledge. The CRM can help enterprises have well interaction with customers via communication, and implement effective marketing activities to satisfy their customers. On the other hand, it can not accumulate and manage more knowledge about customers. Through integrating KM and CRM, it integrates the knowledge assets of enterprise, employees, and customers, and then attracts more customers. There are few researches focus on customer’s demand, combine KM and CRM, and then manage customer’s knowledge. According to the previous problem, this research attempts to create a system of Customer Demand-Oriented Knowledge Management (CDKM), and use case study to verity the feasibility of the system. In the process of system building, this research adopts knowledge flow of For, From and About to elicit the demand of customer, implement initial and advance classification, classify and define customers’ demands, and then storage this information into the knowledge base. Furthermore, this research can prove the importance and reliability of the knowledge of enterprise and customer. It can assist enterprise and employees in gathering customer’s information easily, and develop product and service which are suitable to customer’s demand.
22
Li, Ming-Chang, and 李明璋. "Object-Oriented Analysis and Design for Service-Oriented Customer Relationship Management Information Systems." Thesis, 2003. http://ndltd.ncl.edu.tw/handle/37677706984509787922.
Full textAbstract:
碩士朝陽科技大學
資訊管理系碩士班
91
Recently, Information Technology and Internet techniques are rapidly developed, Interactions between enterprises and customers are dramatically changed; it becomes critical that enterprises are able to perform rapid diagnoses and offer quick responses for market changes. Therefore, it drives much attention that how to manage customer relationship efficiently and effectively. The “Object-Oriented Analysis and Design for Service-Oriented Customer Relationship Management Information Systems” approach is proposed to solve those Customer Relationship Management issues as shown above. This approach helps enterprises construct Service-Oriented CRM system structures, which includes an Object-Oriented Analysis and Design method by extending the UML methodology. This method is developed base on technical and management standpoints; This makes the Service-Oriented Customer Relationship Management Information Systems withstand the promising future to support customer relationship management of businesses.
23
蔡怡婷. "Oriented the knowledge management and customer relationship management in chain tourist hotel." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/94042762783929367717.
Full text
24
Su, Chia-Tsai, and 蘇珈彩. "A Study of Service-Oriented Architecture Application on Business-to-Customer Customer Relationship Management." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/93284015884463478344.
Full textAbstract:
碩士中原大學
資訊管理研究所
97
The papers mainly through literature review and analysis of industry analysis to explore the final Prototyping Model validation is the way to do Business-to-Customer Customer Relationship Management in Service-Oriented Architecture applications. In the present study to Business-to-Customer Customer Relationship Management of the Prototyping Model System as a source of demand, through the Unified Modeling Language as a model to describe tools, and J2EE as the system's technology platform implementations, including Use Case Diagram and Activity Diagram demand model describes a system-wide role and system processes between the activities, and as a Sequence Diagram to communicate with the operating needs of the user interface tool. For rapid implementation of the object model, the use of Model Driven Architecture Tool object definition as a tool for all types of system model required the definition of the object step by step format for individual object definition XML files, through the Model Compiler as the tool for the rapid conversion of the program on J2EE platform code, and deployment and testing. Such a system development model the practice of the Service-Oriented Architecture is essential for rapid and flexible development and integration of enterprise services as required.
25
Chen, Chen-Hua, and 陳貞樺. "The Performance Evaluation Factors of Customer Relationship Management of Internet Auction as Customer Oriented." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/4jgr6u.
Full textAbstract:
碩士崑山科技大學
企業管理研究所
96
CRM for a number of businesses, is a critical approach to sustain competitive advantage. The modern enterprise is facing the so keen competition environment, must want to make a profit, must be able to understand the customer, grasps the customer demand, provides the guest to make the product and the service, establishes the customer to guide the idea, emphasizes customer''s lifelong value. Recent years our country network shopping market disclosed, the Internet expense behavior, increasingly by consumer acceptance, becomes the emerging retail sales circuit. How but of the network auction industry has to penetrate the customer to relate application of the management, provides and satisfies the customer to have to serve, linking between the increase and customer''s, also becomes one of important topics. Based on Ying-Chia Teng (2,007) from the seller viewpoint research, this research will weigh the customer by the buyer viewpoint establishment to relate the achievements construction surface, and proposed will weigh the customer to relate method of the management achievements. This research affiliation by the literature understood the network auction industry CRM achievements the weight essential factor, obtains the appraisal construction surface by the factor analysis, compares its result and the seller viewpoint construction appearance, then network of auction industry customer the development conformity business both sides viewpoint relates the management the weight construction surface, draws up the network auction industry customer which the customer guides to relate the management strategy, develops the suitable course of action. This research is a quantity research. This study acquired five critical dimensions by factor analysis, discovery buyer age level concentrates to 21 years old to 30 years old, also by the technical college, the university community is in the majority. Discovered the browsing network pats hours, the customer guides, the service personnel manner, the convenience to the network auction industry achievements appraised all has reveals the influence. Finally, this research proposed the feasible management plan, for the network auction industry took the promotion achievements the strategy, and provides the following researcher to suggest.
26
Chen, Ming-yuan, and 陳銘源. "Study on Service-Oriented Cable TV Customer Business Management Model." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/20515484288975788292.
Full textAbstract:
碩士國立中山大學
資訊管理學系研究所
98
The current international standard ISO quality management practices and process-oriented methods widely used in various internal management and supervision, but businesses in dealing with the rapidly changing external environment, information technology can bring knowledge and complexity, as well as the effective use of corporate resources can be fully and so forth, these important issues can not be resolved through the above methods. The proverb says: You can manage what can not measure. The proverb also says: You can not measure what you can not describe. Therefore, enterprises need a clear and concise method for describing their overall business operations. It is even better that this method owns the flexibility to flexible and easy to learn and other features, so as to ensure sustainable development of the business. This study investigated Service-Oriented Cable TV Customer Business Management Model (SOCTCBMM). SOCTCBMM most salient feature is a service (structure elements) to guide a behavior, resulting in structure-behavior coalescence (SBC) of effect. In other words, Service-Oriented Cable TV Customer Business Management Model uses structure view as an entry point, so the basic unit of SOCTCBMM is a service, differing from process-oriented methods which use behavior view as an entry point. This research concluded that: the SBC service-oriented approach clearly and concisely describes the overall business operations, and therefore it is the enterprise the best options, it is not an exaggeration.
27
蔡王瑞. "Study of customer relationship management（CRM）oriented electronic commerce platform." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/68073934388319511394.
Full textAbstract:
碩士國立臺灣海洋大學
電機工程學系
99
This thesis studies a CRMECP (Customer Relationship Management oriented Electronic Commerce Platform) by building a test platform characterized in that a CRM (Customer Relationship Management) system is useful for screening target customers, sending short messages, emails, EDM as well as enabling other sales means to enhance the visibility of e-commerce platform. The platform also features different customer levels, commodity price discounting, and access-right management. By using EDM and two-way short messages functions to collect customer feedbacks, the platform is able to automatically generate sales records and reports useful for alleviating problems of browsing rate, poor sales and other issues, more importantly, to increase purchase rate of the same customer. It is expected that after the system integration, team-buying discount and limited time discounts for limited goods can be provided. The CRMECP implementation adopts Microsoft Windows XP Professional operating system, and an interactive Web based platform is built through the use of web server, PHP (Hypertext Preprocessor) programming language and MySQL database, hoping to provide enterprises new thinking and directions on management and sales.
28
Chen, Cheng-Chieh, and 陳政杰. "Customer Oriented Process for TS16949 Quality Management System - A Case Study." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/31405913550416858950.
Full textAbstract:
碩士逢甲大學
工業工程與系統管理學研究所
96
In today’s increasing market competition, the enterprises should be able to control quality costs to the minimum while still delivering products that meet or exceed customers’ expectations. The adoption of a quality management system should be a strategic decision of any organization. TS16949 is a quality management system with customer oriented processes, a procedural method, and a performance indicator. These three factors interact to form a framework of TS 16949. As a performance indicator, the production line processes can be understood, monitored, and analyzed to reduce production cost and improve product’s quality. This study is conducted in a company, which designs and produces Light Emitting Displays (LED). Process approach is applied to promote TS16949 quality management system and enhance the organization’s competitiveness. The results can be used as a reference for related industries.
29
Ding, Yi-Fen, and 丁怡芬. "Enhancing Market Oriented Learning and Customer Intention through Service Recovery Management." Thesis, 2004. http://ndltd.ncl.edu.tw/handle/85031933782849007070.
Full textAbstract:
碩士淡江大學
企業管理學系碩士班
94
In the dynamic economic environment, firms’ learning ability from failure is a key factor for surviving. This paper focuses on service failure and service recovery in the hotel industry in Taipei. Service providers can adopt a strategic concern for managing their service recovery. The purposes of this research are 1. discussing how the management of service recovery can be utilized to effectively initiate market oriented organization learning; 2. discovering whether or not there are differences in purchase intent and positive WOM after market oriented learning; and 3. evaluating the internal and external orientations of organizations and their effectiveness on market oriented learning. For research design, the sample is got on march 3, 2006 by questionnaires from 3 international hotels in Taipei. Sample size is 60, in which the distribution of male is 35% and female is 65%; and manager is 6.67%, department executive is 8.33%, foreman is 43.33%, full-time employee is 26.67%, part-time employee is 3.33%, and intern is 11.67%. By using cluster analysis, principle analysis, and regression analysis, this study examines the relationships between service recovery management, internal and external orientations, market oriented learning, and customer intention. The findings of this research indicate that moderate to high service recovery efforts significantly increase levels of market oriented learning, and customer intention. Failure recovery and internal/external orientations initiate firm’s market oriented learning throughout the entire organization and positively increase customer intention. Discussion of findings leads to suggestions for improvements for hotel management.
30
HSIAO, SHU-EN, and 蕭淑恩. "Another Explination Of Public Management - From Customer Oriented Point Of View." Thesis, 1997. http://ndltd.ncl.edu.tw/handle/77764794796748761006.
Full text
31
lin, yu-ru, and 林砡如. "The Effect of Internal Marketing, Job Involvement and Customer Relationship Management on Customer-Oriented Behavior-in Case of Chinese Employee." Thesis, 2005. http://ndltd.ncl.edu.tw/handle/28984627551015320823.
Full textAbstract:
碩士大葉大學
國際企業管理學系碩士在職專班
93
Many enterprises believe that a real customer-oriented strategy is far more effective than the malicious competition of product or price. Treating customer as the most important asset is just to put “customer-orientedness” in the enterprise’s declaration of visions and missions. Finding an operation model that can realize “customer -orientedness” will become a new business rule that various enterprises have to comply with. But how can we make the service marketing concept that has long existed in the capital market development, to be imported to the enterprises of Mainland China, and how can we find out the staff training factors that are most suitable for the development of local enterprises of Mainland China? In view of these problems, this research analyzes the customer-oriented behavior of the Mainland Chinese employees working at the Taiwanese enterprises, and investigates the effects of internal marketing, job involvement and customer relationship management on the customer-oriented behaviors of Mainland Chinese employees. Taking internal marketing, work involvement and customer relationship management as the independent variables, and customer—oriented behavior as the dependent variables, this research explores the effects of each other. This research has three aspects of exploration: 1. Effects of internal marketing on customer-oriented behavior. 2. Effects of work involvement on customer-oriented behavior. 3. Effects of customer relationship management on customer-oriented behavior. Finally, the research investigates the effects of internal marketing, job involvement and customer relationship management on the customer-oriented behaviors. Focusing on the Mainland Chinese employees employed by the Taiwanese enterprises with investments in Mainland China, this research takes the front-line service providers or salespersons as the targets of questionnaire. There were 500 questionnaires sent out, and 350 questionnaires returned. After scanning out the questionnaires with invalid answers, this research received 317 valid questionnaires in total, with a valid return rate of 63%. The results of the survey show that: 1. Internal marketing has significant influence to the customer-oriented behavior. 2. Work involvement has significant influence to the customer-oriented behavior. 3. Customer relationship management has significant influence to the customer-oriented behavior. 4. Internal marketing, job involvement and customer relationship management has significant influence to the customer-oriented behavior. Therefore, it is known that customer-oriented behavior has to be implemented in Mainland China despite the certain extent of difficulties to be confronted with. The main problem is on the Mainland Chinese employees’ excessive worship of money and price. Individuals attach very slim importance to the concept of the promotion of work involvement, internal marketing, etc. But if we offer guidance and training to them, a majority of the employees still have normal servicing spirit. Therefore, this research finds out some factors to improve the service enthusiasm, attitude inclination and techniques of Mainland Chinese employees, and makes some concrete suggestions which can be referential for the Taiwanese enterprises to invest on staff training and strengthen the internal marketing. Key words: internal marketing, job involvement, customer relationship management, customer-oriented behavior
32
Chang-Hsi, Yu. "A Comprehensive Study of Customer-Oriented Service System Design and Management in the Public Sector." 2005. http://www.cetd.com.tw/ec/thesisdetail.aspx?etdun=U0009-0112200611351649.
Full text
33
Yu, Chang-Hsi, and 于長禧. "A Comprehensive Study of Customer-Oriented Service System Design and Management in the Public Sector." Thesis, 2005. http://ndltd.ncl.edu.tw/handle/54104263536453047747.
Full textAbstract:
博士元智大學
工業工程與管理學系
93
This study intends to present a comprehensive study of customer-oriented service activities in the public sector. In response to the increasing demands of customers in rapid change environment, many public agencies turn to specific approaches practiced in the private sector to enhance service quality and performance. Customer orientation is one of the most important components of total quality management (TQM). Although TQM has been popular in manufacturing industry since 1980, the suitability of using it in the public sector has been debated for years. The present author argued that instead of borrowing its concepts and system directly from manufacturing industry, it is necessary to investigate what and how the customer-oriented service are performed in the public sector. The present study therefore presents a comprehensive study, which is a three-part study of customer-oriented service activities in the public sector. The implications of these findings are discussed in the study.
34
Chang, Tsui-lin, and 張翠玲. "Building Customer Relationship Management Oriented Websites: A Study on the Online Flowers Shop in Taiwan." Thesis, 2005. http://ndltd.ncl.edu.tw/handle/26185958064461213115.
Full textAbstract:
碩士國立東華大學
企業管理學系
93
The development of websites and EC built up the advantage of the customer end. It made the CRM become one of the most important operative programs in the enterprise’s business. The EC operation under CRM-oriented (i.e. ECCRM) could control the customer’s behavior and value, innovate experiences in customers, and improve the interaction through the effective integration, so that it could build up the efficiency of customer relationship. ECCRM is the application of IT, and it is also the operative strategy for the enterprises’ operation in the long run. As the website is the portal of an enterprise in EC operation, their interface design becomes certainly the starting point to set up the relationship with customers. Assisting the enterprises of floral business to promote their competition by integrating their actual and virtual sales channels is one of the main programs of our government in governing the agriculture. The investigation also shows that website floral shops still have the spaces for development. Therefore, the floral shops should pay much attention to the ECCRM and should build up a website interface of ECCRM-oriented in order to keep good relationship with customers. This study adopts Content Analysis Methodology. I analyzed the situations of ECCRM built up by 93 website floral shops in Taiwan by using seven interface designs of ECCRM on websites: Context, Content, Community, Customization, Communication, Connection, and Commerce, and referring to the relative behavior of three American landmarks (I-800-flowers, FTD, Proflowers). Furthermore, I also studied five leading website floral shops in Taiwan (Flowerdj, Taipei Florist, TFTD Association, FLOWER99 and GUDY) to get their operation concepts in ECCRM by means of personal interview and question survey reports. The conclusions of this study are as follows: the website interface designs in Community, alliance Connection, custom-built Customization and marketing- mentioned Content done by the website floral shops in Taiwan are generally shown insufficiently. All of the landmarks are with the knowledge of CRM and stress their website interface designs to keep good relationship with their customers. However, most of small-scale website floral shops consider CRM as IT application instrument and think it is not the right time to do CRM-oriented at this moment. However, to promote industrial competition, I suggest that the floral enterprises should actively strengthen their website interface designs in ECCRM and use ECCRM as the core strategy in their business operation.
35
Wilches, Guillermo. "The Relationship between Rewards and Recognition, Service-Oriented Organizational Citizenship Behaviour, and Customer Satisfaction." Thesis, 2009. http://hdl.handle.net/10012/4468.
Full textAbstract:
Abstract
It is widely acknowledged that employees with positive attitudes towards their leaders and working environment can contribute to significant organizational outcomes; which can include customer satisfaction, loyalty, and increased profits. Employee’s service-oriented behaviour has been extensively proposed in literature as the result of a multiple set of organizational variables. However, limited empirical research has explored the links between the behaviour and attitudes of front line employees that lead to constructive service. Based on a sample of 4,220 employees from a well-known Canadian charter bank, this study empirically examined the relationships between rewards and recognition, perceived organizational support (POS), and leader-member exchange (LMX) and its effect on employee’s service oriented organizational citizenship behaviours (COBs). In addition, a theoretical analysis of the relationship between service oriented behaviour, customer satisfaction, and increased company performance explains the importance of empirically investigating the observed relationships. The results provided support for the claim that perceived organizational support and leader-member exchange mediate the relationship between rewards and recognition and service-oriented organizational citizenship behaviours (service COB, loyalty COB, and participation COB) when different sources of rewards and recognition are in effect (e.g.., from manger, non-manager, and understanding of system). This study is relevant to the management of service industries that depend on front-line employees to deliver quality service, and to clarify the environmental and situational aspects that influence employee’s service behaviours. These factors are crucial in face-to-face interactions which can result in business profit or loses.
36
Wu, Jia-huey, and 吳嘉慧. "An Investigation of the Relationship between Customer-Oriented Service Strategy, Management Control Systems and Business Performance." Thesis, 2005. http://ndltd.ncl.edu.tw/handle/87296815345006805607.
Full text
37
Lai, Ya Ming, and 賴雅明. "A Study of Customer Oriented New Product Development Quality Management System - Case Study of Taiwan Digital Television Industry." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/75f73f.
Full textAbstract:
碩士淡江大學
管理科學研究所企業經營碩士在職專班
94
This thesis is probing into customer oriented and new product development qualitative management at stage relation among the systems. New product and goal that design, what be different to some extent because situations are different perhaps, but its whole goal is to lie in satisfying the customer, in order to obtain the reasonable profit. No matter the government or folk enterprises are proud of research and development ability and manufacturing technology at home in Taiwan, but customer''s demand is the most important key value when mentioning brands, when a lot of enterprises regard body as global Own Designing & Manufacturing (ODM)/ Original Equipment Manufactures(OEM) and take the place of worker''s tap and is proud of endlessly, but the profit obtained is the least one section profit in cycle of products. While obtaining the great amount of profit in the American-European products with the brand image of high value, how many enterprises mainly ponder deeply the difference in the middle of this at home. Demand that the products designed by it accorded with the market customer that a lot of domestic personnel engaged in new product development all thought, and the so-called customer is actually every big brand owner. All product specifications come from these companies too, real products user, the question fresh little someone is it probe into and understand big factory these how about understand customer''s demand to go. Taiwan manufacturer have world-class research and development make managerial ability, how understand customer demand and in charge of system combine together with new product development product, and then improve product design quality, promote the value of the brand with the strength of the goods, it is topics that a thesis wants to probe into to produce the goods that the market really needs. The industry of Taiwan Digital TVs is in the ascendant, is the main products of the industrial revolution following industry of the semiconductor, so copies of thesis is it analyses with Taiwan Digital TV industry as case probe into by document, open message and case interview materials, case of company to plan, is it happen Digital TV quality of industry, company of case, weigh indicator, in order to probe into case company in new qualitative control intension of product to extract, make comparative analysis it close of connecting with in several TV customer satisfaction of industry. Is it via discussion analysis result and suggestion of thesis this, offer to have deep layer of understanding and references on qualitative control enterprise to expect.
38
Huang, Shan-Yan, and 黃上晏. "A Customer Relationship Management Oriented e-Government Business Model: A Perspective of Best Practices for Citizen Service in Taiwan." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/63h2e7.
Full textAbstract:
博士國立東華大學
企業管理學系
101
Developing a customer relationship management (CRM) oriented e-Government (e-Gov) is a policy for reinventing government in Taiwan. However, there is no clear paradigm in the CRM field and the academic literature has failed to produce a consensus definition for CRM. This study exploits an integrated framework to address CRM initiatives on e-Gov applications from the perspective of Internet business model. Meanwhile, the relationships between CRM readiness (steering, change, human resources, process, and technology), the e-Gov business model (enterprising administration, customer interface, service facility, and resource fulfillment), and customer equity (value, brand, and relationship) are explored in the study. 478 valid questionnaires were collected from a list of 250 leading governments in Taiwan, and the survey results showed: CRM readiness positively affects the e-Gov business model; the e-Gov business model positively affects customer equity; CRM readiness positively affects customer equity; part of the sample attributes moderate the effects of CRM readiness, the e-Gov business model, and customer equity; enhancing value equity should primary focus steering readiness and resource fulfillment; enhancing brand equity should primary focus process readiness, technology readiness, enterprising administration, and resource fulfillment; enhancing relationship equity should primary focus steering readiness, process readiness, customer interface, and resource fulfillment. Generally, governments should undertake comprehensive assessments with regard to CRM readiness including steering, change, human resource, process, and technology. Moreover, the e-Gov business model by focusing a fit set of enterprising administration, customer interface, service facility, and resource fulfillment could create better public value through strategic integration. Governments currently focus on providing convenient services to result in the most significant of value equity. Further, exploiting a configuration of value activities within innovative services could improve brand equity or giving an impetus to community management and customization services could increase the effects of relationship equity in the Taiwan Government.
39
Wu, Ming-Yan, and 吳明衍. "A study of the relationship among emotional labor, emotional exhaustion, and customer-oriented behavior: The moderator of emotional management mechanism." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/42603485865710999938.
Full textAbstract:
碩士義守大學
企業管理學系碩士班
98
Global financial crisis results in economic depression, and then the economic crisis leads people to suffer huge stress, especially for the front-line employees in retail. Many employees are required that they should offer good service quality to customers. Thus, the employees needed to cover up interior feelings and display suitable behaviors to meet the service requirements. The phenomenon brings the internal emotion was not consistent with external display, and therefore they need emotional management mechanism to help they with appropriate emotion in their job. The purpose of this study was to understand the relationship among emotional labor, emotional exhaustion, customer-oriented, behaviors and emotional management. The sample of the study is the front-line employees in retail in Taiwan, adopting purposive sampling, 616 copies of questionnaires were issued, and 495 questionnaires were valid. The statistical methods used in this study are descriptive statistic analysis, principle component analysis, Pearson correlation analysis, and hierarchical regression analysis. The five following findings are discovered: 1.The front-line employees in retail have high-intermediate emotional labour, medium-leveled emotional exhaustion, medium-leveled social support and self-efficacy, and the primary customer-oriented behaviors are the customer outside organization. 2.There is significantly negative correlation between emotional labor and emotional exhaustion. In addition, there is significantly negative correlation between emotional management and emotional exhaustion, too. Nevertheless, there is significantly positive correlation between emotional labor and customer-oriented behaviors. 3.Emotional labor and emotional management have significantly negative impact on emotional exhaustion. In addition, emotional labor has significantly positive impact on customer-oriented behaviors. 4.Emotional exhaustion has partial mediating effect on emotional labor and customer-oriented behaviors. 5.Emotional management has partial moderating effect on emotional labor and emotional exhaustion. At last the study provides suggestions for retail business and future studies through findings and conclusions of the study. For example, organization might select high level of self-efficacy employees, the front-line employees in retail ought to enrich their capability and reinforce people with emotional exchange, etc. The study hopes that it can help the front-line employees in retail with emotional management in enterprises, and facilitates future study.
40
Huang, Chiu-ping, and 黃秋萍. "RESEARCH OF THE RELATIONSHIP AMONG INTERNAL MARKETING, LABOR-MANAGEMENT RELATIONS, ORGANIZATION COMMITMENT, EMOTION LABOR AND CUSTOMER ORIENTED BEHAVIOR OF ADMINISTRATIVE FRONT-LINE SERVICE EMPLOYEES." Thesis, 2005. http://ndltd.ncl.edu.tw/handle/97314222228614846060.
Full textAbstract:
碩士南華大學
管理科學研究所
93
A customer call-center will be the best way to manage the enterprise and customer relation. In the process of servicing, the call-center is the connection to the enterprise and the customer, in other words, the service of the first line call-center people has become the key between the enterprise and the customer. This research was base on the first line call-center people of the customer call-center.And the the research adopted questionnaires to get the real answer. The purposes of this research were to investigate,the differentia between individual characteristic and variables,relations among variabes,and the effects of varibles.It has adopted SPSS for Windows as the tool for statistical analysis. According to this research results,the major conclusions of this study are as follows： 1. Individual characteristic is significantly related to Internal Marketing, Labor-management Relations, Organizational Commitment, Emotion Labor and Customer Oriented Behavior . 2. Internal Marketing, Labor-management Relations, Organizational Commitment , Emotion Labor and Customer Oriented Behavior has significant correlation with each other. 3. Internal Marketing, Labor-management Relations, Organizational Commitment , Emotion Laboor has significant effect in Customer Oriented Behavior for one canonical correlations. 4. Internal Marketing and Organizational Commitment had significant efect on the Customer Oriented Behavior. 5. Labor-management Relations and Organizational Commitment had significant intervening effect on the Customer Oriented Behavior. 6. Emotion Laboor had no significant effect on the Customer Oriented Behavior.
41
Santos, Marta Dias Esclapes Lourenço dos. "Alphaiate : ready to take off?" Master's thesis, 2018. http://hdl.handle.net/10400.14/25548.
Full textAbstract:
Alphaiate is a Portuguese company who came to revolutionize the old fashioned concept of tailor made suits. The company was born in 2016 from the need that two rugby players had in finding suitable suits, because the shape of their bodies did not match in the standardized sizes.
From the first year after the store opening, Alphaiate sales were increasing strongly until a problem occurred in its supply chain, which turned out to have a negative impact on the company performance.
Alphaiate case study addresses a situation of operational crisis that the company had to overcome in August 2017. A decision had to be made quickly to avoid folding down the company. The case provides essential information for making a decision, including about of the industry in which Alphaiate operated. Additionally, in the literature review section academic subjects that provide a broader perspective of the problem are addressed. The teaching note chapter includes an analysis of Alphaiate’s case, as well as potential alternatives and recommendations for Alphaiate operational problem.
The main focus of this dissertation is to help developing a strategy that will protect Alphaiate from problems related to supply chain management. Furthermore, it aims to explore new opportunities to bring back consumers who were dissatisfied. Alongside, this dissertation aims to share insights on the importance of planning in the company’s operations.Alphaiate é uma empresa portuguesa que veio revolucionar o antigo conceito das lojas de alfaiataria. A empresa nasceu em 2016 da necessidade que dois jogadores de rugby tinham em encontrar fatos que lhes servissem, uma vez que a forma de seus corpos não combinava com os tamanhos standard. Após o primeiro ano da abertura da loja, a Alphaiate estava a aumentar as suas vendas consideravelmente até que se deparou com um problema na cadeia de logística que veio a ter um impacto bastante negativo para a empresa. O caso de estudo Alphaiate aborda uma situação de crise operacional que a empresa ultrapassava em agosto de 2017. Uma decisão tinha de ser tomada de forma a evitar a queda da empresa. O caso disponibiliza informações essenciais para a tomada de uma decisão, incluindo uma análise da industria em que a Alphaiate opera. Adicionalmente, na secção da revisão da literatura são abordados temas académicos que dão uma perspetiva mais ampla do problema. O capítulo nota de ensino contém uma análise do caso Alphaiate, assim como potenciais alternativas e recomendações para o problema operacional da Alphaiate. O foco principal desta dissertação passa por desenvolver uma estratégia que proteja a Alphaiate de problemas relacionados com a gestão da cadeia de logística. Além disso, visa explorar novas oportunidades para trazer de volta os consumidores que estavam insatisfeitos. Paralelamente, esta dissertação visa partilhar o conhecimento da importância de um planeamento estratégico nas operações de uma empresa.