Dissertations / Theses: 'Customer Service Management Practices'

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Snyman, Christine. "The customer gap between patients expectations and perceptions of service quality in optometric practices." Thesis, Stellenbosch : Stellenbosch University, 2008. http://hdl.handle.net/10019.1/18187.

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Thesis (MBA)--Stellenbosch University, 2008. ENGLISH ABSTRACT: Optometric practices, as every other organisation, are becoming more aware that the ability to address your patients' needs is the latest challenge and secret to future success. The purpose of this study is to determine the gap between the patients' expectations and their perceptions of the services rendered in the optometric practice. When the patients' perceptions of the service received meets or exceeds their expectations, the patient will be satisfied and will be encouraged to visit the practice again, increasing the long-term profitability of the practice. Most patients lack the knowledge to evaluate the quality of optometric services. As a result, they rely on the integrity and competence of the service provider. Service excellence is a combination of service promptness, quality, and design with the perception of value for money. Reliability is the most important of the five dimensions in determining patient evaluations of service quality. Since the tangible attributes are often the only element of a service that can be evaluated prior to service delivery, managers should pay a lot of attention to this dimension in order to reflect a positive image. As patients become more informed, practices should continuously research and update their strategies for the delivery of quality service. Not only do practices need to understand the current expectations of their patients, but also the future expectations desired. A key issue for future research concerns the relationship between internal service quality and external customer satisfaction as well as employee service orientation, and external service quality. AFRIKAANSE OPSOMMING: Oogkundige praktyke, soos elke ander organisasie, raak toenemend bewus dat die nuutste uitdaging en geheim tot toekomstige sukses afhang van die vermoë om pasiente se behoeftes aan te spreek. Die doelwit van hierdie studie is om die gapings te bepaal tussen die pasiënt se verwagtinge en hul persepsies van die dienste gelewer in die oogkundige praktyk. Indien die pasiënte se persepsies van die gelewerde diens, hulle verwagtinge aanspreek of oorskry, sal dit pasiënt tevredenheid bevorder en die pasiënt aanspoor om die praktyk weer te besoek, en derhalwe die langtermyn winsgewendheid van die praktyk bevorder. Die meeste pasiënte beskik oor gebrekkige kennis om die kwaliteit van die optometriese dienste te evalueer. Gevolglik vertrou hulle op die integriteit en vaardigheid van die diensverskaffer. Uitstekende dienslewering kombineer stiptelikheid, kwaliteit, en die samestelling van die diens met die persepsie van waarde vir geld. Betroubaarheid is die belangrikste van die vyf dimensies om die pasiënt se evaluasie van die kwaliteit van diens te bepaal. Aangesien die tasbare eienskappe dikwels die enigste element van die diens is wat voortydig deur die pasient evalueer kan word, behoort bestuurders baie aandag daaraan te bestee ten einde 'n positiewe beeld te weerspieël. Aangesien pasiënte toenemend meer ingelig is, behoort praktyke voortdurende navorsing te doen om hulle strategies op te skerp vir die lewering van kwaliteit diens. Praktyke moet nie net slegs die huidige verwagtinge van hul pasiënte verstaan nie, maar ook die verlangde toekomsverwagtinge. 'n Sleutelaspek vir toekomstige navorsing is die verhouding tussen interne dienskwaliteit en eksterne kliëntbevrediging, asook die werknemer se oriëntasie tot dienslewering en eksterne dienskwaliteit.

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Al-Zaidi, Asma Nasser Mohammed. "Exploring the interrelationships among operations management practices, customer perceptions of service quality and performance of hotels." Thesis, University of Nottingham, 2012. http://eprints.nottingham.ac.uk/14495/.

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Hospitality and tourism are important sectors of any economy. In the service sector, achieving a level of service quality that satisfies customers usually results in a competitive advantage in the market. The concept of service quality in hotels has been the subject of many research studies and there are numerous published works in the field. However, only a few studies have focused on the determinants of service quality for hotels using a set of comprehensive criteria. Thus, conceptualizing a service quality model that identifies the dimensions of service quality that affect customers' satisfaction is needed for hotels. In addition, the role of operations management practices in managing service quality cannot be denied. The available literature on the hotel industry in terms of managerial practices is unfortunately poor and needs to be enriched. Logically, better operations management practices in managing hotels' service quality would have a direct positive impact on performance, but there could also be some indirect (mediating) impact on performance through customer satisfaction. The purpose of this research is to build an effective model for measuring service quality in the hotel industry through critical evaluation of the available literature in service in general and hotels in particular. The built model has aspects of customer's perceptions of service quality, management's perceptions of operations management practices and of performance. The existing literature has been used to conceptualize a service quality model that meets the purpose of this research. The conceptualized model has eleven dimensions; seven for customer perceptions on service quality and four for management perceptions of operations management practices in managing service and on performance. The dimensions of customer's perceptions are: employee behaviour/attitude, price fairness, non-technological tangibility, technological tangibility, in-consumption positive emotions, in-consumption negative emotions and overall customer satisfaction. The introductions of technology and in-consumption emotions are one of the main contributions of this research. Though previous researchers have supported the use of these two criteria in evaluating service quality of hotels, the researcher is not aware of any quantitative service quality study that used these two dimensions. Of particular note is that emotion is evaluated in terms of its frequency of occurrence during the service experience, unlike previous studies. The dimensions of operations management practices are managing employees, managing process and customer feedback. Managers' perceptions on hotel performance were also included in the conceptualized model. Linking operations management practices to overall customer satisfaction is another contribution of this research. Many previous studies attempted to understand the direct link between service quality and performance; although there is an equally dominant view in the literature that the relationship between service quality and performance could be more complex. Hence, there could also be some indirect (mediating) impact on performance through customer satisfaction. This research tested whether there is a mediating effect by customer satisfaction between operations management practices and performance. This test also contributed to the existing literature on service as a whole and on hotels in particular. Moreover, a moderation test of customers' characteristics; gender, purpose of hotel stay, age and education, is also performed in this research, further strengthening the value of this research. Responses from two independently administered surveys have been used in this research, one for hotel customers and a second for hotel managers. Data has been collected in two international airports and a number of hotels in Oman. A sample size of 689 observations was used to test the relationships developed in the conceptualized model. First, factor analysis was carried out on the data to validate the developed dimensions. Exploratory factor analysis (EF A) was performed to explore the dimensions and then confirmatory factor analysis (CFA) was performed to confirm the validity of the dimensions. The measurement model has been checked for its reliability and validity using criteria developed from the available literature. Then, the developed hypotheses were tested using a structural equation model (SEM) using partial least square approach (PLS-SEM). The results have generally confirmed the original conceptualizations. All service quality dimensions, namely employee behaviour/attitude, non-technological tangibility, technological tangibility, positive in-consumption emotions and negative in-consumption emotions and operations management practices, namely managing employees, managing process and customer feedback, have been found to have a statistically significant influence on the overall satisfaction of guests. The hypotheses on the moderating effects of customers' characteristics were partially supported. The results proved that management practices have direct and significant effects on performance. In addition, customer satisfaction was found to be partially mediating the relationship between operations management practices and performance. Knowledge about the dimensions of service quality and operations management practices in hotel industry is valuable for managers in the context of managing and assessing the quality of their service. This research has used the available literature to build a model that has interrelationships between operations management practices, customer perceptions of service quality and performance in the hotel industry. The model has introduced two new dimensions, technology and emotions, which has enriched the literature of service quality evaluation. There is no doubt that managerial awareness of the dimensions influencing customer satisfaction will help in developing competitive advantages for their hotels. In addition, linking operational management practices to overall customer satisfaction and testing its direct and indirect effect on performance has also contributed to knowledge. Thus, in order for managers to increase the hotels' performance in terms of customer satisfaction, special considerations need to be carried through their practices. Moreover, managers' awareness of the moderating role of the customers' characteristics will help in better managing the quality of service provided. The findings of this study in particular will open new directions for future research in the hotel industry in particular and the service industries as a whole.

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Maphakisa, Motaboli David. "Effectiveness of ABSA business bank's customer relationship management practices in maintaining loyalty among customers in the Eastern Cape province." Thesis, Bloemfontein: Central University of Technology, Free State, 2014. http://hdl.handle.net/11462/273.

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Thesis (M. Tech. (Business Administration )) - Central University of Technology, Free State, Traditionally, commercial banking in South Africa has been dominated by the big four namely Amalgamated Banks of South Africa (ABSA), First National Bank (FNB), Nedbank, and Standard Bank. Although still dominated by the big four, other smaller banks such as Capitec and African Bank have made inroads into retail banking. This situation arose due to liberalization of the financial services sector since democratisation in South Africa in 1994 which has paved the way for proliferation of the banking industry. This has in turn led to intense competition among banks for customers. Banks in South Africa therefore have the uphill task of retaining their existing customers whilst acquiring newer ones. As a result, South African banks are being compelled to become more customer focused/ oriented. Meanwhile, a key component of most initiatives to become more customer-oriented is the successful implementation of customer relationship management (CRM). A compelling view of CRM is that organisations generate a great deal of data about customers that they can use to build customer profiles in order to serve them better. South African banks therefore need to adopt and implement innovative CRM strategies to maintain a competitive edge in the marketplace. Most banks have a section that only deals with business clients. This is referred to in banking parlance as Business Banking. One of the critical elements of Business Banking is the high level of relationship banking – a service designed to meet the financial needs of clients through the development of a long-term relationship. This type of service delivery is unique and expensive compared to the traditional retail bank delivery system. As a result, the bank must be in position to monitor the profitability of each relationship to ensure that the right clients are serviced in the right way and are meeting the required value proposition. Therefore, if the South African banks in general need to adopt and implement effective CRM strategies, then the need is even greater for the Business Banking section in order to survive in the marketplace. Absa Business bank went through an operating model change in 2011 which necessitated some structural changes including changes in its CRM practices. Mindful of the value of retaining existing customers and attracting new ones, Absa would want to know whether its current CRM practices are effective in ensuring that customers become more loyal to Absa business bank. In general terms, this study investigated the concept of CRM and its influence on customer loyalty and retention. Specifically, the study investigated Absa Business Bank’s CRM practices in relation to customer loyalty and retention using primary data from employees, management, and customers from the Eastern Cape Region in South Africa. The results of the study are very revealing. Among others, the study shows that bank staff commitment to offering excellent service; building trust with customers; communicating with customers in a timely manner; and proactive conflict handling are important for bank image, customer word-of-mouth behaviour towards the bank and these ultimately influence bank customer retention and loyalty. On the basis of evidence from the study it is safe to conclude that customer loyalty can be attributed to CRM and more specifically those aimed at building trust, demonstrating commitment to service, communicating with customers in a timely, reliable and proactive fashion, and handling conflict efficiently. This report contains the major findings of the study alongside recommendations for practice and further research.

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Wong, Hon-chung Wilson, and 黃漢忠. "Organizational transformation of a customer service division to cope with technological change in office automation equipment." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1997. http://hub.hku.hk/bib/B31268341.

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Masset, Benjamin, and Ismail Sekkat. "Implementation of Customer Relationship Management in the Cloud : The example of SMEs through a multiple case study analysis." Thesis, Högskolan i Halmstad, Sektionen för ekonomi och teknik (SET), 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-15913.

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Purpose: The aim of this thesis is to build a practical guide to get a clear understanding about the implementation process of Customer Relationship Management in the cloud within Small. It also describes the different concepts that are Customer Relationship Management, Cloud computing and CRM in the cloud, especially related to the SMEs, in order to have a great insight that gives the opportunity to implement successfully this paradigm. Scientific method: The research lies in the interpretative field of inquiry. Abduction is used to combine empirical data with theoretical studies in orderto tryto investigate patterns that could give an understanding of the phenomena that is studied. Descriptive research approach using multiple-case study design is used. Theoretical frame of references: The first part of the theoretical frame of references explores existing theories. This leads to CRM and Cloud Computing. The second part explores different means of analysing our problematic. Empirical method: The chosen approach is qualitative. Interviews have been conducted for data collection. Documentsarehave beengathered and analysed to support the interviewguides. We also gathered a previous practical guide from Salesforce in order to compare our results. Analysis: Analysing hosted CRM implementation of three SMEs using Salesforce, it describes the key facts that have to be taken into account to implement the Salesforce CRM solution. Conclusion: The findings show how three companies can be analysed to draw conclusions about the implementation process. According to interviews, theories, documents from hosted CRM provider, some suggestions have been advised to avoid problems concerning the implementation in SMEs.

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Felix, Amoah. "Customer relationship management practiced by KOSAB." Thesis, Nelson Mandela Metropolitan University, 2011. http://hdl.handle.net/10948/d1008046.

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Customer relationship management (CRM) presents a new paradigm shift to the old traditional marketing strategies that are known and practiced by many organisations in South Africa and across the globe. Competition is not an excuse for failure anymore. Organisations that do not have any concrete strategies in dealing with the customer will not survive in the market. The ultimate goal of CRM is to enable organisations to forge closer ties with the customer so that a solid bond can be created to enhance loyalty and satisfaction. The goal for this research was to identify the CRM strategies used by a single organisation and thereafter suggest improvements to enhance customer loyalty. The results of the study could assist the management of the organisation to improve the CRM strategies which will hopefully enhance retention and prevent customer attrition. A literature review was conducted to unveil various elements of CRM, and strategies that can attract and retain customers. It helped in identifying themes for the empirical study. An in-depth interview was conducted with the general manager of the organisation to gauge his perception, and CRM practices in the organisation. An interview guide was used during the interview process. Four main topics namely: implementation of CRM, customer loyalty, customer complaints and conflict, and employees training and motivation were utilised for the interview guide and followed by further probing. Based on the responses obtained, analyses were made by comparing the responses to what literature revealed so that shortcomings could easily be identified.The study revealed that there were several inconsistencies with what was practised by the organisation and what the literature study revealed. Bearing in mind the shortcomings identified in the empirical study, the researcher made the following recommendations. The CRM implementation approach needs to be carefully planned with a clear defined vision and mission statement that focus on customer centredness. The organisation needs to invest in modern and innovative channels of communication and strategic partnership to reach the right customer. The organisation has to develop effective market segmentation and targeting to know the customer well. Consistent and highly relevant customer experiences should be drawn-on to fulfill the organisation’s promise of trust and reliability. The organisation should adopt competitive pricing strategy to limit customer sensitivity on price. The organisation should invest in employees’ development and welfare. Further research can be conducted to investigate the perception of other food retailers on the CRM strategies practiced. Further research can also be conducted in the organisation to investigate the perception of employees and customers on the CRM strategies practised.

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Espinoza, Bartra Jose Javier. "Diseño de un sistema de gestión de servicios con base en la Norma ISO 20000-1:2018, para el area de sistemas de una entidad estatal dedicada el rubro agrario en zonas rurarles." Bachelor's thesis, Universidad Peruana de Ciencias Aplicadas (UPC), 2021. http://hdl.handle.net/10757/656375.

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El presente proyecto de investigación fue desarrollado tomando como modelo a una empresa estatal, dedicada al apoyo a agricultores de zonas rurales. Se realizó un análisis exhaustivo de los servicios brindados por la unidad de tecnologías de la información (UTI) o área de sistemas, para luego; tomando como base la norma ISO/IEC 20000-1:2018, las buenas practicas de ITIL 4 y COBIT 2019 y metodologías agiles como SCRUM; plantear un diseño de sistema de gestión de servicios (SGS-TI) que ayude a mejorar la administración, calidad y elevar el nivel de satisfacción de los usuarios con respecto a los servicios de tecnologías de la información brindados. Se identifico las amenazas que ayudaron a evidenciar los riesgos, los cuales fueron agrupados en administrativos, técnicos y operativos, con esto se pudo elaborar las matrices de riesgo y conocer los niveles de riesgos críticos y muy críticos. Se elaboro el análisis de brechas (GAP) tomando como base los 7 capítulos de desarrollo de la norma ISO 20000-1:2018 y sus 312 controles, ITIL 4 y COBIT 2019, para conocer la brecha existente con respecto al cumplimiento de la norma. Se elaboró el plan de acción, en el corto, mediano y largo plazo, los perfiles profesionales, el presupuesto y el cronograma de implementación. Con los resultados obtenidos se procedió a la elaboración del prototipo del Software Integrado de Servicios TI (SIS-TI) v1 Finalmente se procedió con la validación de resultados utilizando el método DELPHI, el ciclo de DEMING y el Product backlog de Scrum. This research project was developed taking as a model a state company, dedicated to supporting farmers in rural areas. An exhaustive analysis of the services provided by the information technology unit (UTI) or systems area was carried out, for later; based on the ISO / IEC 20000-1: 2018 standard, the good practices of ITIL 4 and COBIT 2019 and agile methodologies such as SCRUM; propose a service management system design (SGS-IT) that helps improve administration, quality and raise the level of user satisfaction with the information technology services provided. The threats that helped to show the risks were identified, which were grouped into administrative, technical and operational, with this it was possible to elaborate the risk matrices and know the levels of critical and very critical risks. The gap analysis (GAP) was developed based on the 7 development chapters of the ISO 20000-1: 2018 standard and its 312 controls, ITIL 4 and COBIT 2019, to know the existing gap with respect to compliance with the standard. The action plan, in the short, medium and long term, the professional profiles, the budget and the implementation schedule were prepared. With the results obtained, the prototype of the Integrated IT Services Software (SIS-IT) v1 was developed Finally, the results were validated using the DELPHI method, the DEMING cycle and the Scrum Product backlog. Tesis

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Poirier, Richard B. "Best practices for customer resource management (CRM)." [Denver, Colo.] : Regis University, 2005. http://165.236.235.140/lib/RPoirier2005.pdf.

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Grass, Marcus. "Performance management systems in customer service." Thesis, KTH, Skolan för industriell teknik och management (ITM), 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-264205.

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When management sets performance goals the expectation is that employees should strive to reach them, they are used to drive motivation and increase performance. However, the task of instituting performance goals should not be taken lightly. The goals need to fair, measurable, and accepted by the employees who are to adopt them. There are pitfalls to avoid when setting up performance management systems. If goals are not fair, they can breed resentment against the performance management system. If goals are not easily measurable, their validity in the view of the employees can fade as they cannot tell if their work impacts the goals. This thesis examines the deployment of a performance management application to bolster an already existing performance management system. The thesis involves both the construction of the application, using theory from the field of performance management to inspire its functions, and the investigation into how the application affects increased performance and job satisfaction for the employees who uses it. Thus, the thesis takes theories from performance management, some with their genesis before the digital age; and applied them in a digital format, investigating how well they apply within the space of a web application. The analysis concludes that employing a web application as part of a performance management system can increase engagement with that system. However, if that system is poorly implemented, the positive effects sought from a performance management system, increased performance and job satisfaction, can turn into negative effects such as increased negative stress for the employees. In the studied case, the existing performance management system was poorly fit for some employees, and well fit for others. The result of deploying the web application was increased engagement and a high affect for the web application by those for whom the system fit well, and low engagement and negative affect for the web application by those for whom the system fit poorly. Additionally, implementing competitions made the application more appealing and caused employees to actively use it. Thus, making employees seek to engage more with the underlying performance management system. När chefer sätter mål för arbetare finns en förväntan att arbetarna ska jobba för att uppnå dem, målen används för att driva motivation och att få arbetarna att uppnå högre produktivitet. Men, innan mål sätts bör dessa tänkas igenom grundligt. Målen måste vara rättvisa, mätbara, och accepteras av arbetarna som komma att arbeta under dem. Om målen inte år rättvisa kan dem leda till negativt anseende av förtaget från arbetarna. Om målen inte är mätbara kan deras validitet ifrågasättas då arbetarna inte kan se om deras arbete tar dem närmare att uppfylla målen. Detta examensarbete undersöker vad som händer när en performance managementwebbapplikation används för att förstärka ett existerande performance management-system. Examensarbetet innefattar både konstruktionen av applikationen, och undersökningen av hur applikationen påverkar produktivitet och jobbnöjdhet för arbetarna som använder applikationen. Därav tar examensarbetet teorier från fältet performance management, vissa uttänkta innan digitaliseringens ålder, och undersöker hur dessa fungerar inom ramarna för en webbapplikation. Analysens slutsats är att en webbapplikation med syftet att komplettera ett underliggande performance management-system kan öka arbetarnas engagemang gentemot det underliggande systemet. Dock, om det underliggande systemet lider av brister kan de önskade positiva effekterna av systemet, ökad produktivitet och jobbnöjdhet, vändas till negativa effekter som ökad stress för arbetarna. I det studerade fallet var det underliggande performance management-systemet välanpassat för de flesta arbetare, men dåligt anpassat för en mindre grupp. Resultatet av att införa applikationen var ökat engagemang och uppskattning för performance management-systemet och webbapplikationen från de arbetare för vilka systemet var välanpassat, men lågt engagemang och låg uppskattning för de arbetare för vilka systemet passade dåligt. Ytterligare, implementationen av tävlingar i applikationen gjorde applikationen mer attraktiv och rolig att använda för arbetarna. Detta ledde till att arbetarna sökte sig till applikationen, och därmed sökte sig till att engagera mer med det underliggande performance management-systemet.

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Stathopoulou, Anastasia. "Service variation model in customer relationships." Thesis, City University London, 2012. http://openaccess.city.ac.uk/13516/.

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This thesis examines the variations of customer relationships across different types of services and it contributes the existing knowledge of service marketing in three main ways. First, it identifies and brings together a coherent and exhaustive set of drivers that can explain repeat purchase behaviours. Second, it identifies the relational bonds which can strengthen or weaken service relationships and repurchase intentions through different service actions. Third, drawing on Theory of Planned Behaviour, it develops a new comprehensive and integrative conceptual framework, applicable to the service variation context. A preliminary qualitative research was conducted based on sixty in-depth interviews in order to explore whether service variations exist and get insights on the key components of the new framework from a customer perspective. The adopted model was then empirically tested through a large-scale quantitative research in a random sample in London, providing new perspectives on services relationships. Through this empirical research the boundary conditions of the proposed framework were tested by accounting for different service types, based on four distinct service typologies. The results suggest that relational bonds can be classified into three categories: 1) universal relational bonds that transcend service categories, 2) service specific relational bonds and 3) inconsequential relational bonds. The findings also suggest that although most of the relationships in the model work universally, their strength is moderated in many cases by the service type. This moderating effect depends on the service typology used and the stage of the relationship. Thus, at the first stage of the relationship which refers to the link between service actions and relational bonds, the customisation and contact levels associated with the service (Bowen’s groups) as well as whether the service is consumed collectively or individually, have a significant moderating effect. At the second stage of the relationship which refers to the link between relational bonds and repurchase intentions, the hedonic or utilitarian nature of the service is very important. Finally, at the third stage of the relationships which refer to the link between repurchase drivers and relationship outcomes, the level of risk associated with the service (search/ experience/ credence services) is important. In addition to its theoretical contribution, the framework provides service providers with specific information and guidance in order to manage long-term customer relationships in a successful and a resourceful manner.

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Leonard, Delores Leonard. "Exploring Customer Service Through Hospital Management Strategies." ScholarWorks, 2017. https://scholarworks.waldenu.edu/dissertations/3700.

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Patient demand for a better quality of healthcare and services has increased as insurance companies have decreased payments to hospitals. The purpose of this qualitative single exploratory case study was to explore hospital managers' strategies to improve customer service. Data were gathered from semistructured interviews with 5 hospital managers who implemented customer service strategies in their hospital systems, hospital policy and procedure documents, and qualitative data from the Consumer Assessment of Healthcare Providers and Systems Hospital Compare website. Expectation-confirmation theory served as the conceptual framework that grounded the study. Data were analyzed using methodological triangulation, and 3 themes emerged: the need to improve interpersonal communication, address issues in the hospital environment, and provide employee training. Engaging in interpersonal communication, maintaining a clean and welcoming hospital environment, and providing employee training can help hospital managers increase customer satisfaction by giving internal and external customers a sense of empowerment and self-worth. The findings from the study, regarding the hospital managers' customer service strategies, could apply with other healthcare managers and leaders working to improve customer service within their organizations. Healthcare professionals and leaders, patients, family members, and the community may benefit from the study by gaining knowledge of the successful strategies hospital managers use to obtain quality service. These strategies promote respect, compassion, and a better quality of life, which are essential to social change in hospitals.

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Larbig-Wust, Christine. "Measuring customer involvement in new service developments." Thesis, City University London, 2010. http://openaccess.city.ac.uk/1140/.

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Service marketing managers are being required to develop new services that succeed in the market and are valuable for customers. Services Marketing literature therefore stresses the need to innovate with customers and to integrate their view into the new service developed. However, consensus about the positive effects of customer involvement in new service development (NSD) has not been reached. Drawing on the theory of organisational knowledge creation and the concept of marketing orientation, we argue that customer involvement is not related to successful new services per se. However, we propose it contributes to the increase of a firm’s customer knowledge stock, the tacit and explicit dimension. The study results demonstrate that the increase in a firm’s tacit customer knowledge stock significantly affects market success, project success and sustainable competitive advantage, while the increase of explicit customer knowledge stock positively influences the acceptance of new service concept ideas initiated by customers. Both the explicit and tacit customer knowledge stock is positively influenced by the level of customer involvement. Furthermore, the internal resource-based antecedents to customer involvement decisions are investigated. Our findings illustrate that a firm’s prior tacit knowledge about customers inhibits integration of customers in NSD, whereas prior explicit customer knowledge positively affects customer involvement. As for market-driven NSD, customer orientation, and project innovativeness, the study shows different effects on stages of customer involvement. Finally, the research reveals that service firms manage customer involvement differently related to the facets of the construct, namely (1) methods and (2) stages of customer involvement. Distinct management approaches are compared and contrasted to unearth salient decision parameters. The research is based on interviews, one expert survey and one main survey, incorporating 131 respondents of diverse service firms in nine countries. Responses have been analysed in two structural equation models by Partial Least Squares (PLS) and explored by cluster analysis. We suggest that Service Marketing managers should be more attentive to the act of customer knowledge creation to manage customer integration in NSD effectively. Particularly, they should be aware of the role of tacit customer knowledge in order to develop successful new services. A tight customer orientation is not worthwhile throughout NSD, since new markets may be neglected when working too close with current customers. Furthermore, contrary to prevalent research, NSD executives should combine beneficial methods of customer involvement instead of focusing on one method. Using different methods helps managers to create divergent perspectives on customer preferences and needs, required to generate new ideas. Finally, we propose that customer involvement in NSD should not be seen as a short-term investment.

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Gorst, Jonathan Keith. "Modelling customer satisfaction in service industries." Thesis, Sheffield Hallam University, 2000. http://shura.shu.ac.uk/19707/.

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This research considers a Customer Satisfaction Index approach and its relative benefits to the UK community. It is focussed on the service industries in both the public and private sectors. It looks at, and develops the measuring and modelling processes involved and employs a Structural Equation Modelling (SEM) methodology. The research critiques two of the leading methodologies currently available (Maximum Likelihood and Fixed Point Estimation) before selecting one from which to model the whole process. Throughout the research, three different structural models are considered. These vary in how the different latent variables are connected together, but are based around a core of specific latent variables, which together make up a customer's total buying experience. Two of the models considered were by other authors, while the third (Sheffield Model) was a direct development of this research. The data has been collected by the means of a questionnaire. Over the life of the research a generic questionnaire has been developed to produce a tool that is focused on the specific issues that the model requires for it to operate. The final part of the research contemplates how a company can use the results of the index to pin point where improvements in their customer service provision would have the largest impact on their overall customer satisfaction index score. The research considers the different aspects of customer satisfaction and their place within a Total Quality Management approach. However, the index is a completely self-contained product, which allows any company to measure how well it is satisfying its customers. The index calculates an index score between one and one hundred. The ultimate aim of the index is for a company's score to be compared over time, against other companies within the same industry, against other companies from other industries, against the national average and even against company's throughout Europe and the World, as National Indices operate overseas. In fact, it is envisaged that the index will act as a way for individual companies to benchmark themselves against the best customer service companies in the world. It is hoped that over time the customer satisfaction index can become a key indicator as to the state of the UK economy. After all, satisfied customers are very often loyal customers, they tend to buy more, more often, and satisfied customers are often willing to pay premium prices for a company's products (Kristensen & Martensen, 1996).

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Langer, Michael. "Konzeption und Anwendung einer Customer-Service-Management-Architektur." [S.l.] : [s.n.], 2001. http://deposit.ddb.de/cgi-bin/dokserv?idn=962058408.

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Nerb, Michael. "Customer-Service-Management als Basis für interorganisationales Dienstmanagement." [S.l. : s.n.], 2001. http://deposit.ddb.de/cgi-bin/dokserv?idn=962058637.

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McCrory, Barbara. "Customer retention through the equal incorporation of continuous improvement (CI), culture and customer service." Thesis, Edinburgh Napier University, 2013. http://researchrepository.napier.ac.uk/Output/6439.

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Customer retention has long been considered an important element in achieving competitive advantage for business organisations. The increasingly turbulent economic environment has brought this again to the fore for many organisations. Through the development of a practice based guiding framework for the improvement of customer retention this study investigates the complex relationship between the concepts of customer service, continuous improvement and organisational culture across a variety of business sectors. Drawing from a systematic literature review, initial links were made between the concept of using the 4P cycle of continuous improvement and the key elements of world class service as tools of understanding. The main study involved the use of the Delphi technique, through which a qualitative and systemised approach to data gathering was achieved using semi-structured and structured interviews and utilising the findings from each set of interviews to inform the following set of interviews. Three rounds of interviews took place with 9 industry experts across different sectors, with the investigation taking a director level review. After the first two rounds of interviews the framework for customer retention was developed and introduced to the participants for evaluation before the final interview stage. The findings from the study show that the proposed framework is a workable tool, however in order to fully benefit from its use, specific organisation contextualisation is required and should be supplemented by the gathering and utilisation of customer research, the development of a holistic company approach to customer retention involving all organisational departments and the empowerment of employees. Further, the study shows that buy in is required from all senior management and that overall buy in would be aided by open communications within the business. Overall there was a consensus that employing the right person was vital to customer retention and ultimately the success of a company. The usefulness of the application of the practice based guiding framework, though beyond the scope of this study, was also addressed through the participants own use of some of the study findings within their current roles across a variety of business sectors.

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Ortman, James Francis. "Strategies to Teach Customer Service Skills." ScholarWorks, 2017. https://scholarworks.waldenu.edu/dissertations/3408.

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Business managers' failure to retain dissatisfied customers leads to millions of dollars in lost revenue. The purpose of this single case study was to explore managers' training strategies to teach sales associates customer service skills. The sample included 3 training managers from the mobile phone industry in Michigan who recorded a 25 % increase in customer retention after implementing customer service training. The conceptual framework for this study was human capital theory. Data were collected from semistructured interviews and training documents. Data analysis entailed using coding techniques and cluster analysis. Member checking applied to clarify the interpretation of participants' responses and reveal missing information. The 3 themes that emerged were mentoring and recruitment, training and development, and customer satisfaction. Mentoring and recruitment surfaced from the managers' need to hire qualified sales associates. Training and development grew from the need to have a strategy to train sales associates in customer service skills. Customer satisfaction emerged from the need to retain customers for a stable business environment. The findings from this study may contribute to social change by showing the training strategies managers use to teach customer service skills to sustain business and mitigate harmful effects of job loss. The data suggested a trained sales force could work to retain customers and provide customer satisfaction. Data from this study may contribute to the prosperity of mobile phone customers from well-educated sales associates that enhance the quality of using mobile phones in the local communities. The beneficiaries of this research include business managers, sales associates, and customers.

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Arfmann, David. "A new lean service model : the value of customer integration into service operations." Thesis, University of Gloucestershire, 2015. http://eprints.glos.ac.uk/2927/.

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Purpose – The purpose of this thesis is to explore the implications of value co-creation on lean service operations. Given that only customers are able to create value, the integration of customers becomes more and more important. This thesis investigates customer integration through applying and enhancing lean principles. The overall goal of this study is to develop and test a model to integrate customers into service operations in a lean way, considering value co-creation theory. Design/methodology/approach – The overall research strategy of enquiry consists of action research and mixed methods approaches. A systematic literature review is conducted on customer integration methods considering 27 relevant studies. Afterwards, a meta-synthesis of these studies is provided to develop a model for lean customer integration. Seven propositions are formulated to test the model. Therefore, the model is implemented in two independent pole case companies (SMEs) within pure service businesses. Six different mixed methods are applied to investigate effects of model implementation. Beside interviews, process observations and customer workshops, document analysis, Monte Carlo Simulation, regular debriefing sessions are conducted. To clarify arising anomalies, an experiment is conducted with 46 participants in 4 different groups. Finally, a revised model is presented. Findings – The findings show that through synthesizing selected studies, a model is developed that should facilitate customer integration into firm’s service operations in a lean way. Application of the model in the case companies reveals that it enables a company to enhance operational performance, as well as value creation. Findings further show that a significant portion of unavoidable waste can be turned into either functional or emotional value. This emphasizes the relevance of developing and applying service specific lean tools in order to cope with service specific challenges. Research limitations and practical implications – As the findings are based on a systematic literature review and tested within a pure service environment (SMEs), the proposed model should be tested in other circumstances to further improve the results. The findings may be of interest to scholars in the field of lean or service operations, as well as practitioners seeking to enhance their operational performance through lean customer integration. Originality/value – This thesis contributes to knowledge in the field of lean service operations, as it provides the first validated model to integrate customers in operations in a lean way. It also provides a new approach to practitioners seeking not only to ‘streamline’, but also to ‘valueline’ their value creation processes. In particular, the role of customers as value (co-) creators is considered from an operational perspective and provides important insights on how customer value can be enhanced in pure services.

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Paraman, Pradeep [Verfasser]. "Service Guarantee prospect in signalling Service Quality towards Customer Loyalty / Pradeep Paraman." München : GRIN Verlag, 2020. http://d-nb.info/1220832995/34.

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Singh, Jyothsna A. "Customer expectations of employee emotional labour in service relationships." Thesis, University of Gloucestershire, 2017. http://eprints.glos.ac.uk/5715/.

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Emotional labor has been defined by Hochschild (1983) as “the management of feeling to create a publicly observable facial and bodily display” (p. 7, 1983). Many jobs contain an emotional component that goes beyond the normal burden on feelings caused by work and thus require “emotional labor”. Hochschild (1983) distinguished between two approaches available to the emotional laborer - surface acting and deep acting. This thesis examines the relationships between employee emotional labour (Hochschild, 1983), customer perceived interaction quality and customer intention to continue the private banking service relationships. It also tests the mediating effects of customer expectations of emotional labour on the relationship between employee emotional labour and customer perceived interaction quality. Dyadic data was generated from customer-relationship manager pairs involved in private banking service relationships. Key findings demonstrate that employee deep acting relates positively with customer perceived interaction quality; however, employee surface acting does not relate negatively. At a more specific level, the greater the customer expectations of deep acting - the more positive the relationship between employee deep acting and customer perceived interaction quality and the more negative the relationship between employee surface acting and customer perceived interaction quality. The lower the customer expectations of surface acting, the more positive the relationship between employee deep acting and customer perceived interaction quality. Higher levels of customer perceived interaction quality then relate positively to the customer intention to continue the service relationship. This work helps simultaneously explore the flow of emotional labour from employees to customers and helps understand the service relationship holistically. Findings establish the importance of emotional labour and how it influences customers’ perception of their interactions. This knowledge is useful in building sustainable and fruitful service relationships for the benefit of the customers, employees and organizations.

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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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Anvar, Meysam Maleki. "Supply chain integration model: practices and customer values." Doctoral thesis, Faculdade de Ciências e Tecnologia, 2013. http://hdl.handle.net/10362/10688.

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Dissertation to obtain PhD in Industrial Engineering In order to increase partnership efficiency and truly meet the customers' demands, in today's business environment companies are operating in supply chains. Integration of supply chains facilitates minimizing diferent types of wastes and satisfying needs of the end customer. The first step toward supply chain integration is to understandand the customer values, and to reconfigure supply chain to support those values. The current research addresses supply chain integration through quantifying relations between supply chain practice and customer values. It employs Bayesian network and analytic network process as tools to quantify comparative relations among entities. The proposed approach starts with identifying trade-offs along customer values using Bayesian network. In parallel supply chain practices are comparatively analyzed through interviews with experts which is technically quantified using analytic network process. Thereafter, these two parallel phases join together to form a network of customer values and supply chain practices. The network is able to quantitatively identify relations among nodes; in addition, it can be used to plan scenarios and handle senstitivity analyses. This model is expected to be used by supply chain decision makers to have a quantitative measure for monitoring the influence of practices on preferences of the end customer. A survey and two case studies are discussed which go through aforementioned phases. The survey identifies and analyzes six customer values namely quality, cost, customization, time, know-how and respect for the environment. It makes input for the two cases which develop supply chain integration model for fashion and food industry. Supply chain practices are categorized into two groups of manufacturing and logistics practices. The two case studies include five manufacturing practices as cross functional operations, decrease work in process, implement standards, mixed production planning, and use recyclable materials as well as four logistics practices namely visibility to upstream /downstream inventories, information sharing with customer, implement logistics standards, and just in time. Fundação para a Ciência e Tecnologia - (MIT Project: MIT-Pt/EDAM-IASC/0022/2008)

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Chan, Ho-kuen, and 陳浩權. "Customer service and shopping centre management in Hong Kong." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2009. http://hub.hku.hk/bib/B4440038X.

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Chakravorti, Samit. "Customer relationship management : a content analysis of issues and best practices." FIU Digital Commons, 2006. http://digitalcommons.fiu.edu/etd/2103.

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This dissertation is a study of customer relationship management theory and practice. Customer Relationship Management (CRM) is a business strategy whereby companies build strong relationships with existing and prospective customers with the goal of increasing organizational profitability. It is also a learning process involving managing change in processes, people, and technology. CRM implementation and its ramifications are also not completely understood as evidenced by the high number of failures in CRM implementation in organizations and the resulting disappointments. The goal of this dissertation is_ to study emerging issues and trends in CRM, including the effect of computer software and the accompanying new management processes on organizations, and the dynamics of the alignment of marketing, sales and services, and all other functions responsible for delivering customers a satisfying experience. In order to understand CRM better a content analysis of more than a hundred articles and documents from academic and industry sources was undertaken using a new methodological twist to the traditional method. An Internet domain name (http://crm.fiu.edu) was created for the purpose of this research by uploading an initial one hundred plus abstracts of article~ and documents onto it to form a knowledge database. Once the database was formed a search engine was developed to enable the search of abstracts using relevant CRM keywords to reveal emergent dominant CRM topics. The ultimate aim of this website is to serve as an information hub for CRM research, as well as a search engine where interested parties can enter CRM -relevant keywords or phrases to access abstracts, as well as submit abstracts to enrich the knowledge hub. Research questions were investigated and answered by content analyzing the interpretation and discussion of dominant CRM topics and then amalgamating the findings. This was supported by comparisons within and across individual, paired, and sets-of-three occurrences of CRM keywords in the article abstracts. Results show that there is a lack of holistic thinking and discussion of CRM in both academics and industry which is required to understand how the people, process, and technology in CRM impact each other to affect successful implementation. Industry has to get their heads around CRM and holistically understand how these important dimensions affect each other. Only then will organizational learning occur, and overtime result in superior processes leading to strong profitable customer relationships and a hard to imitate competitive advantage.

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Meyer, Warren Carlo. "Investigating customer service excellence at Lakeside Spar." Thesis, Nelson Mandela Metropolitan University, 2009. http://hdl.handle.net/10948/1016.

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Service delivery is critical to the customer’s perception of value and is core to the success of an organisation. Excellent customer service incorporates the critical aspects of: expedient service delivery; open and honest communication; individual, personalised service; engendering customer loyalty; problem-solving; under-promising and over-delivering; meeting and exceeding expectations; efficient use of infrastructure, systems and procedures to facilitate efficient operations and, in particular, effective use of knowledge management with a focus on customer lifecycle care (Kingstone, 2004, 2005; Zarbock, 2006). Best-practice organisations now use Customer Relationship Management (CRM) programmes that are customer-centric based in order to ensure excellent customer service delivery. Recently, organisations such as Tesco and Nordstrom have adopted customer-centric CRM successfully, providing concrete proof that this CRM model is sustainable and that it produces the highly lucrative win-win benefits which organisations seek (Beasty, 2005; Hallberg, 2001:19; Gratehouse, 2002; Rowe, 2002). 5 Glossary • Continuous improvement: an approach to improving performance which assumes more and smaller incremental improvement steps (Pycraft, Singh, Phihlela, Slack, Chambers, Harland, Harrison, & Johnston, 2002); • Connectivity: the ability to communicate with another system or piece of hardware or software, or with an internet site (Encarta World English Dictionary); • Customer-centric: the use of every touch-point to stimulate interest, close business, satisfy a need or demonstrate commitment to the customer relationship (Gianforte, 2005); • Customer expectations: the customer's perception of the quality of service (LeBoeuf, 1991) and value (Thompson, 2004); • Customer Experience Management: managing customer interactions to build brand equity and long-term profitability (Thompson, 2006a); • Customer lifecycle care: to ensure that every touch-point fulfils its value-potential, regardless of whether the interaction happens in marketing, sales or customer service (Gianforte, 2005); • Customer loyalty: customer’s attitudes and behaviour relating to their perception of value at every touch-point where they feel welcome, important and valued (Thompson, 2004); • Customer Relationship.

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Trncic, Fazileta, Mariam Daher, and Vanessa Nacional. "Internal problems of changing customer service systems." Thesis, Högskolan i Borås, Akademin för textil, teknik och ekonomi, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-11108.

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This thesis focuses on the internal problems for companies changing customer service system and how to best avoid these problems and make the implementation of the new system as efficient as possible. The reason for focusing on the customer service systems was since more and more companies are transcending to e-commerce and having some form of customer service is common. As the technology is changing so does the requirements for the system and thereby companies are in need for constant change. The problem area is wide and the results can be applied to almost any company undergoing changes of customer service systems. In order to find the internal problems and how to avoid these to efficiently implement the new system, interviews were carried out with companies that had undergone some form of change in their customer service. Theoretical studies were also carried out in order to confirm the interviews. The results of the study were that companies need to involve the affected employees and work with employee involvement. Doing otherwise would in many cases make the employees resistant to change. Furthermore, the IT changes being carried out need to have a more humanistic perspective rather than technological perspective, as the case was. The main finding was that there was a clear connection between the level of employee involvement and the level of efficiency when changing to a new system. In addition, educating employees on the new system and information sharing about the system already before start would create efficient implementation.

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Athanassopoulou, Pinelopi. "Developer - customer communication in successful new service development." Thesis, City University London, 2001. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.390938.

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Pardede, Erna K. (Erna Kertasasmita). "Service bulletin inventory management and modeling for aerospace parts in customer service organization." Thesis, Massachusetts Institute of Technology, 2013. http://hdl.handle.net/1721.1/81011.

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Thesis (M.B.A.)--Massachusetts Institute of Technology, Sloan School of Management; and, (S.M.)--Massachusetts Institute of Technology, Engineering Systems Division; in conjunction with the Leaders for Global Operations Program at MIT, 2013. Cataloged from PDF version of thesis. Includes bibliographical references (p. 73-74). The Customer Service department of United Technology Corporation (UTC) Aerospace System is primarily responsible for providing spare parts, repair services, training, and technical support for products that UTC Aerospace Systems develops. The goal for spares turn-around time is a 7-day or less and for repair turn-around time is a 15 -day or less. In reality, most of parts needed to support spare parts' order and repair operations have lead times that are greater than the targeted turn-around time, which leads to a costly build-to-stock inventory policy. Proper inventory management becomes the focus of the department, given that both inadequate and excess inventory can have a financial impact and damage the overall health of the business. This thesis presents a project to develop a method and implement improvements to the current inventory management. Service Bulletins (SBs) are recommended procedures for repairing products. A SB is issued by UTC Aerospace Systems Customer Service to their customers when there is a safety concern to the current product, or when improvement to the original product design results in either increased performance or lower maintenance costs. Management of a Service Bulletin begins with an engineered solution to an existing product, followed by a ramp up in inventory to support the retrofit activities. Management of the inventory to support these Service Bulletins can be complex and very difficult as it depends on estimates of units in service and timing of units to be returned to UTC Aerospace Systems Repair, and part replacement rate estimates of certain components. Actual units returned, the timing of the returns, and the actual part replacement may vary from earlier estimates made by UTC Aerospace Systems technical personnel during the preparation stages, and therefore require good inventory planning. The author began the project by conducting interviews with key personnel., assessing the current state of service bulletin process, and documenting challenges faced with the current process. An initial hypothesis of the units returned model was made based on the nature of service bulletins (Safety, Retrofit, and Attrition). Data extraction and analysis of existing service bulletin units returned was conducted, focusing on the descriptive texts that were provided by repair personnel. Detailed reviews with subject matter experts were conducted to confirm the observations and analysis. Finally, a consensus was reached on the type of service bulletin that the author should focus on assessing. Mechanistic growth models of units returned were developed and proposed. The models could be used to determine order points based on average return rates and variance. Utilizing the models to build process monitoring tool in turn could support inventory reduction by at least 30% while reducing the amount of work order shortages. by Erna K. Pardede. S.M. M.B.A.

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Lam, Hoang Chau, and Qiuyun Li. "Does electronic customer relationship management affect customer satisfaction and trust?" Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-24655.

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Aim: This paper aims to explore and to understand how the E-CRM affects customer satisfaction and trust from customer perspectives in electronic commerce. Method: The research is an exploratory and qualitative study. A multiple case study involving 3 Swedish companies with 12 face-to-face interviews in Gävle, Sweden, was chosen to collect the empirical data for this study. Data were coded by hands and structured in the form of tables in accordance with 7 codes categorized in 2 themes. Coded data were interpreted to investigate the research questions by using the inductive method. Result & Conclusions: This study found that live chat and e-service quality in E-CRM directly affect how satisfied a customer feel with a company in e-commerce, thus affecting trust as well. However, the findings also showed that not all customers could perceive all the effects of E-CRM on their satisfaction and trust. Suggestions for future research: Other features such as electronic word-of-mouth, internet branding or internet prices are suggested for the future research to have an in-depth understanding of E-CRM effects. Future studies may combine data from both company and customers to increase the validity and reliability. Furthermore, the population of samples could be collected in others cities or countries than in Gävle, Sweden to generalize the result more. The contribution of the thesis: This study contributes knowledge about E-CRM effects in Swedish e-commerce. Some differences related to existing theories were found in this research such as the effects of gender on trust or effects of prices on relationship building. Understanding the customer perspectives on E-CRM effects enables companies to have a proper E-CRM implementation and training for their organization and employees.

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Elliott, Grant Stephen. "Improving customer service contact root-cause analysis." Thesis, Massachusetts Institute of Technology, 2009. http://hdl.handle.net/1721.1/50095.

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Thesis (M.B.A.)--Massachusetts Institute of Technology, Sloan School of Management; and, (S.M.)--Massachusetts Institute of Technology, Dept. of Mechanical Engineering; in conjunction with the Leaders for Manufacturing Program at MIT, 2009. Includes bibliographical references (p. 50). When a customer calls or e-mails customer service, a customer service agent will diagnose the issue, render a solution, and then wrap-up the call or e-mail. For many customer service departments, this wrap-up process requires the agent to classify the reason the customer contacted customer service. Typically, this classification is done by assigning a code that describes the reason for a contact. Additionally, if a contact requires a concession, the agent will classify the reason the customer requires a concession, and select an appropriate code. These codes are used by the various business teams within the company to identify and correct failures in their processes. Therefore, these codes should drive down to the root cause for a contact or concession to allow for efficient correction. Possessing codes that do not clearly identify the root cause for a contact are of little or no use for the company. Additionally, the codes must be developed in such a way that they can be accurately chosen by either the agent or the customer. Having agents select the wrong code not only obscures the true cause for a contact, but also creates additional work due to the process involved in determining the correct code. This thesis looks at the challenges inherent in developing a list of codes that both provides clear insight into the root cause for customer contacts, and can be accurately selected by the customer service agent or the customer. by Grant Stephen Elliott. S.M. M.B.A.

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Luostarinen, L. (Lauri). "Service provider’s understanding of their customer churn:executive’s assumptions compared to results from customer data analysis." Master's thesis, University of Oulu, 2018. http://urn.fi/URN:NBN:fi:oulu-201811283126.

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Customer churn is one of the key metrics defining company’s growth. While companies are increasing their investments into customer retention, churn remains remarkably high in most industries in B2B sector. This raises a question if service providers have thorough enough understanding of what causes their customers to churn, and how to effectively manage customer churn. This thesis explored executives assumptions on their customer churn, and we were able to provide suggestions on how to improve company’s resource allocation to increase customer retention. Quantitative analysis based on customer data, and qualitative analysis based on executive interviews were conducted to evaluate the executive’s understanding of their customer churn and their ability to improve customer retention. Those two analyses were then compared to each other to make conclusions on the matter. Research was conducted as a case study involving one service provider, with more than 4000 of their customer companies being included in the analysis. Customer churn has been studied widely, and predictive analytics has been found to be effective in detecting future churners. In addition, other studies are suggesting that executive’s might have wrong assumptions of what causes their customers to churn, and their capability of assessing the issue has been questioned. It is crucial for service providers to retain their customers, and even a 10% increase in customer retention can cause 30% increase in company valuation. Hence, misconceptions of what causes customer churn should not be tolerated, and companies should understand their customer churn thoroughly. By possessing the results from executive interviews and from customer data analysis, we were able to draw a conclusion whether the assumptions possessed by the executives were aligned with what the data was telling. While the executive’s assumptions were somewhat accurate and aligned with the data analysis results, there was still room for improvement in understanding what causes customers to churn and how to detect the future churners. Based on the results, it is reasonable to expect that service providers could improve their customer retention by deepening their understanding of their customer churn.

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Robinson, Stewart Leslie. "Service quality in the management of simulation projects." Thesis, Lancaster University, 1998. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.266667.

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Schilkrut, Ariel Z. (Ariel Zalman) 1967. "Managing customer relationship channels through pricing and service quality." Thesis, Massachusetts Institute of Technology, 2001. http://hdl.handle.net/1721.1/8771.

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Thesis (Ph.D.)--Massachusetts Institute of Technology, Sloan School of Management, 2001. Includes bibliographical references (p. 113-116). The present dissertation focuses on how firms should interact with their customers. The emergence of new technologies such as the Internet give firms new ways to communicate with their customers and raise a number of questions: Which channels should the firm make available to their customers? What level of service should it provide at each of the channels? What types of incentives should the firm offer to encourage customers to use a specific channel? What are the effects of these decisions on customer retention and the firm's revenues and profits? We investigate the effect of service quality and fee structures on customers' behavior and on the long-term value of the relationship for the firm. We consider a firm that charges its customers a periodic membership foe plus an access or usage fee. Customers select the frequency of interaction with the firm based on their level of satisfaction. After every interaction, customers update their perception of service level and stay with the firm as long as the utility they expect to obtain from the relationship is above a certain threshold. Based on this model of customer behavior we model the aggregate system as a queueing network from which we derive structural properties. We first analyze the case of a firm that provides a service through a unique channel with the objective of understanding the basic underlying dynamics in these systems and developing an analytically tractable methodology that can be extended to the more complex multi-channel settings. We then extend the approach to multiple channels by considering the case of complementary services where each service is delivered through a unique channel. We finally analyze the case of services that are provided through alternative or substitute channels. by Ariel Z. Schilkrut. Ph.D.

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Schoen, Andre. "Service Delivery Management: A Process for Proactively Ensuring Customer Satisfaction." University of Sydney. Australian Graduate School of Management, 2003. http://hdl.handle.net/2123/580.

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SDM is a process model, based on service marketing components, to position a service while concurrently being a service delivery management tool improving serviceen counter processes. Added to a service script, SDM can increase customer satisfaction, quality perception, voice levels and repurchase intentions in a general service encounter scenario as well as during episodes which include a failure. Addressing mishaps requires particular attention, since Consumer Complaint Behaviour research shows that most customers prefer to switch suppliers, rather than offer constructive feedback. This means that many service failures go unnoticed, with a large proportion of customers defecting. Since most services are performed in real time by service personnel, consistent quality output is a challenge. Therefore, occasional service failures are inevitable. Present research recognises this by offering suggestions, but does not present an integrated framework like SDM, using the presence of a customer during a service encounter as an unique opportunity to resolve issues on the spot. An elicitation process is used as a first step, attempting to improve voice and minimising lost feedback. Step two is a specific service recovery process, adapted to the failure type. SDM processes can also lead to a general increase of satisfaction and quality perception, regardless of whether or not there was a service failure. With satisfaction generally being regarded as an actual repurchase behaviour indicator, this may lead to increased sales turnover, while a higher quality perception may lead to a larger price premium tolerance and therefore higher profits. Higher service quality perceptions can also be used as a marketing positioning tool to differentiate a service from competitors. Data collected supported all hypotheses put forward in this thesis, showing statistically significant improvements on all key variables, including a satisfaction rating increase of 24percent when SDM was applied. In academic terms, the process model tested did not only link separate literature streams, but offered an integrated, proactive tool which is capable of operating in real time. Traditionally, academic models and their processes analyse results after an episode concludes, while SDM allows a provider to positively influence or manage satisfaction levels during the service delivery.

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Harper, Dean 1967. "Logistics and inventory management for supporting the customer service function." Thesis, Massachusetts Institute of Technology, 1998. http://hdl.handle.net/1721.1/9983.

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Thesis (M.B.A.)--Massachusetts Institute of Technology, Sloan School of Management; and, Thesis (M.S.)--Massachusetts Institute of Technology, Dept. of Materials Science and Engineering, 1998. Includes bibliographical references (p. 93-94). by Dean Harper. M.S. M.B.A.

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Schoen, Andre. "Service Delivery Management: A Process for Proactively Ensuring Customer Satisfaction." Thesis, The University of Sydney, 2002. http://hdl.handle.net/2123/580.

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SDM is a process model, based on service marketing components, to position a service while concurrently being a service delivery management tool improving serviceen counter processes. Added to a service script, SDM can increase customer satisfaction, quality perception, voice levels and repurchase intentions in a general service encounter scenario as well as during episodes which include a failure. Addressing mishaps requires particular attention, since Consumer Complaint Behaviour research shows that most customers prefer to switch suppliers, rather than offer constructive feedback. This means that many service failures go unnoticed, with a large proportion of customers defecting. Since most services are performed in real time by service personnel, consistent quality output is a challenge. Therefore, occasional service failures are inevitable. Present research recognises this by offering suggestions, but does not present an integrated framework like SDM, using the presence of a customer during a service encounter as an unique opportunity to resolve issues on the spot. An elicitation process is used as a first step, attempting to improve voice and minimising lost feedback. Step two is a specific service recovery process, adapted to the failure type. SDM processes can also lead to a general increase of satisfaction and quality perception, regardless of whether or not there was a service failure. With satisfaction generally being regarded as an actual repurchase behaviour indicator, this may lead to increased sales turnover, while a higher quality perception may lead to a larger price premium tolerance and therefore higher profits. Higher service quality perceptions can also be used as a marketing positioning tool to differentiate a service from competitors. Data collected supported all hypotheses put forward in this thesis, showing statistically significant improvements on all key variables, including a satisfaction rating increase of 24percent when SDM was applied. In academic terms, the process model tested did not only link separate literature streams, but offered an integrated, proactive tool which is capable of operating in real time. Traditionally, academic models and their processes analyse results after an episode concludes, while SDM allows a provider to positively influence or manage satisfaction levels during the service delivery.

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Schoen, Andre. "Service delivery management a process for proactively ensuring customer satisfaction /." Connect to full text, 2002. http://hdl.handle.net/2123/580.

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Thesis (Ph. D.)--University of Sydney, 2002. Title from title screen (viewed Apr. 24, 2008). Submitted in fulfilment of the requirements for the degree of Doctor of Philosophy to the Australian Graduate School of Management. Includes bibliography. Also available in print form.

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Schöfer, Klaus [Verfasser]. "Customer Evaluations of Service Failure and Recovery Encounters / Klaus Schöfer." Hamburg : Diplom.de, 2003. http://d-nb.info/1117600645/34.

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Schmidt, Maxie. "Zufriedenheitsorientierte Steuerung des Customer Care Management von Customer Care Partnern mittels Zufriedenheits-Service Level Standards /." Wiesbaden : Dt. Univ.-Verl, 2008. http://dx.doi.org/10.1007/978-3-8349-9641-1.

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Schmidt, Maxie. "Zufriedenheitsorientierte Steuerung des customer care : Management von Customer-care-Partnern mittels Zufriedenheits-Service Level Standards /." Wiesbaden : Dt. Univ.-Verl, 2007. http://d-nb.info/98546691X/04.

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Skelton, Orlando. "Exploring Knowledge Management Practices in Service-Based Small Business Enterprises." ScholarWorks, 2015. https://scholarworks.waldenu.edu/dissertations/272.

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Small business enterprises (SBEs) are significant contributors to business growth and employment in the United States, but despite governmental support, the failure rate of SBEs is high. Some small business leaders lack the critical management skills to detect or discover when underperformance in revenue-generation is due to gaps in organizational knowledge or business practices associated with managing knowledge assets. Guided by the knowledge-based view of the firm, the purpose of this multiple case study was to address that gap by exploring the skills needed by leaders to understand how deficiencies in their knowledge management practices contribute to underperformance. Semistructured interview data were collected from a sample of 10 small business leaders in the northeast and west. Data from publicly available documentation consisting of sales brochures, press releases, and participant company websites were also collected. Data analysis entailed using keyword frequency comparisons, coding techniques, and cluster analysis. The key themes indicate that the participants' document management practices and misaligned core business practices impeded value creation. The recommended change in business practices for small business leaders is to formalize social engagement with customers, use document management tools, and adopt process management techniques. The implications for social change include mitigating the harmful effects of business failure on society associated with job loss, stress-related disabilities, and reduced charitable donations to groups serving disadvantaged citizens. The beneficiaries of this research include small business leaders, business practitioners, and policy makers.

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Terry, Siera Santos. "Sales to Service: How businesses can incorporate service attributes to drive customer retention." Kent State University / OhioLINK, 2020. http://rave.ohiolink.edu/etdc/view?acc_num=kent1586985932615731.

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Sun, Chi Wan. "Measuring customer service quality in Macau's mobile phone industry." Thesis, University of Macau, 2007. http://umaclib3.umac.mo/record=b1677147.

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Pienaar, Wiloma. "Guidelines for transforming a service organisation to a customer relationship management enterprise." Thesis, Stellenbosch : Stellenbosch University, 2003. http://hdl.handle.net/10019.1/53444.

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Thesis (MBA)--Stellenbosch University, 2003. ENGLISH ABSTRACT: Customer Relationship Management (CRM) has been referred to as the new "mantra" of marketing management (Winer, 2001: 89), however CRM is a business strategy that calls for the establishment, development, maintenance and optimisation of long-term profitable and mutually beneficial relationships between organisations and their customers. It is a journey of strategic, structural, process, organisational and technological change through which an organisation can manage its enterprise better around customer behaviour. CRM as a business strategy was thought necessary due to stronger and rapidly changing forces that influence business. Forces include globalisation, mature markets, emerging markets, deregulation, convergence of industries and continuous changes in customer behaviour. These changes forced business to realise that customers are an organisation's only sure revenue source and that building relationships with its customers is the best source of profitable and sustainable revenue growth (Brown, 2000: xii). Organisations worldwide spent almost US$44bn in 2000 on CRM initiatives and it is estimated to grow to US$125bn by 2004. The promise of CRM is enchanting, however many organisations will quickly point out that in practise it can be extremely costly to implement and it can be disastrous for building relationships with customers. One of the biggest mistakes that were made when organisations implemented CRM programmes is that CRM was regarded as a technology intervention or solution that would enable any organisation to build long-lasting and profitable relationships with its customers. Not all CRM programmes succeed or achieve the strategic objectives organisations want it to achieve. It is therefore necessary to develop a framework that can assist organisations in their efforts to develop and implement a CRM programme. This thesis provides a system approach and assessment toolkit to guide and assist service organisations to develop and implement CRM programmes and through this to become a CRM enterprise. A CRM enterprise holds the customer-driven vision necessary to succeed in the ever changing environment of the global economy. A system approach was chosen as the preferred method to develop and implement a CRM programme for two reasons. First, CRM programmes are extremely complex as it is a business strategy that impact organisation wide when it is developed and implemented. And secondly, a system approach requires a person to think systemic about systems like CRM. It forces the developer and implementer of a CRM programme to consider the whole impact of the changes across an organisation. AFRIKAANSE OPSOMMING: Kliënte verhouding bestuur is beskryf as die nuwe deuntjie bemarking bestuur (Winer, 2001: 89), maar kliënte verhouding bestuur is veel meer 'n besigheids strategie was vrae oor die vestiging, ontwikkeling, onderhoud en optimaliseering van lang termyn winsgewende en wedersydse begunstigde verhoudings tussen organisasies en hul kliënte. Dit is 'n reis van strategiese, strukturele, proses, organisatoriese en tegnologiese verandering waardeer 'n organisasie sy besigheid beter kan bestuur rondom kliënte gedrag. Kliënte verhouding bestuur is nodig as 'n besigheid strategie as gevolg van sterker en vinniger kragte wat besigheid beinvloed. Kragte sluit in globalisering, ontwikkelde markete, ontwikkelende markte, deregulering, samesmelting van industrieë, en die alewige verandering in kliënte behoeftes. Hierdie kragte forseer besigheid om te besef dat kliënte 'n organisasie se sekerste bron van inkomste is en dat 'n organisasie verhoudinge moet bou met hul kliënte om 'n bron van volhoubare inkomste te verseker (Brown, 2000: xii). Organisasies wêreldwyd het ongeveer US$44bn in 2000 spandeer op kliënte verhouding bestuur initiatiewe en dit is vooruit geskat dat dit kan groei tot US$125bn teen 2004. Die belofte van kliënte verhouding bestuur is betowerend, maar verskeie organisasies sal dit vinnig uitwys dat kliënte verhouding bestuur in die praktyk baie duur wees om in werking te stel en dat dit rampsoedig kan wees vir die bou van verhoudings met kliënte. Een van die groostste foute wat organisasies gemaak het met die implementering van 'n kliënte verhouding bestuur program was om dit te beskou as 'n tegnologiese intervensie wat die organisasie in staat sou stelom lang termyn winsgewende verhoudinge te bou met hul kliënte. Nie alle kliënte verhouding bestuur programme is suksesvol nie. Dit is daarvoor nodig om 'n raamwerk te ontwikkel wat organisasies sal help on 'n kliënte verhouding bestuur program te ontwikkel en te implementeer. Hierdie tesis verskaf 'n sisteembenadering en 'n evalueringprogram wat organisasies kan help om 'n kliënte verhouding bestuur program te ontwikkel en te implementeer en deur middel hiervan In kliënte-organisasie te word. In Kliënte-organisasie het die kliënte-aangedrewe visie wat nodig is om in vandag se al veranderde omgewing volhoubaar en suksesvol te wees. In Sisteem benadering was gekies as die voorkeur metode om In kliënte verhouding bestuur program te ontwikkel en te implementeer vir twee redes. Die eerste rede is dat In kliënte verhouding bestuur program baie kompleks is aangesien dit In organisasie wyd impak het wanneer dit ontwikkel word en geïmplementeer word. Die tweede rede is dat In sisteem benadering die beplanner en implementeerder forseer om die hele impak van verandering in ag te neem oor die hele organisasie.

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Schmidt, Danilo Marcello [Verfasser]. "Increasing Customer Acceptance in Planning Product-Service Systems / Danilo Marcello Schmidt." München : Verlag Dr. Hut, 2017. http://d-nb.info/1140978349/34.

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Komanyane, Kelebogile. "Knowledge management practices in the public sector in Botswana." Thesis, University of the Western Cape, 2010. http://etd.uwc.ac.za/index.php?module=etd&action=viewtitle&id=gen8Srv25Nme4_6177_1322810593.

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The study investigates knowledge management (KM) practices in the public sector in Botswana. The underlying premise is that good KM leads to efficiency and effectiveness. The study assesses the KM practices in the government departments by means of a questionnaire survey of senior managers. The assumption is that the corporate manager/directors will know what knowledge is there, how knowledge is created, shared and flow in the organization. The main question of this study is whether the Botswana public sector is practicing KM. The study explores the problem and questions by means of a questionnaire survey amongst 43 departmental directors of the Government of Botswana. The overall finding is that information management rather than KM is being practiced. The respondents, senior public service managers, certainly recognize the value of and the need for KM. But, they themselves identify certain weaknesses, such as lack of knowledge of KM among their staff, weak communication inside and across the departments, lack of policy and lack of good KM systems.

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Hsu, Mindy H. (Mindy Hsin-Min). "Improving customer service level through centralized supply flexibility." Thesis, Massachusetts Institute of Technology, 2006. http://hdl.handle.net/1721.1/37127.

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Thesis (M.B.A.)--Massachusetts Institute of Technology, Sloan School of Management; and, (S.M.)--Massachusetts Institute of Technology, Engineering Systems Division; in conjunction with the Leaders for Manufacturing Program at MIT, 2006. Includes bibliographical references (leaf 70). This thesis explores a combined application of Supply Chain Management theory for centralized and decentralized distribution systems and Customer Relationship Management techniques in data mining to solve the challenges of supply allocations to individual customer entities at Intel Corporation. The relatively long manufacturing lead time compared to order lead time restricts Intel's supply flexibility from responding to rapid order changes by each customer. As a result, the individual customer service level is sacrificed. Therefore, the objective of the research project is to improve customer service level by global optimization for all customers as opposed to the local optimization that each customer currently operates on. Over-ordering occurs in the local optimization system. The proposed solution is to use a scientific and systematic methodology of data mining to guide operational strategies that will provide incentives to encourage customers to order more accurately with Intel. Through this exercise, the supplies can be virtually centralized at Intel instead of being committed out to each customer in a decentralized fashion. The hypothesis is that the new system with more accurate ordering from customers will result in increased supply flexibility and higher effective service level. by Mindy H. Hsu. S.M. M.B.A.

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Xaluva, Bongiwe Lumka. "Improving customer retention at a selected medical fund through internal service quality and customer relationship management." Thesis, Nelson Mandela Metropolitan University, 2012. http://hdl.handle.net/10948/d1008118.

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In today’s competitive arena, organisations need strategically to shift their focus from primarily concentrating on new customer acquisitions and rather to realise the importance of improving customer defections, thus looking at strategically retaining the existing customer base. Customer retention to all intents and purposes reflects the core of any service offering organisation and drives the competitiveness and viability of the business. Customer retention is a concern for all sector organisations including the medical aid schemes industry. It has been proven that retaining customers is less costly than attracting new ones and through a satisfied customer a business can elevate its competitiveness in the market. The significance of the study hinges on the importance of each business having comprehensive knowledge of why customers remain loyal patrons or why they choose to defect. It is important to note that the financial resources and time the business expends on improving service to the customer become futile if not matched by the high performance of the internal business units’ strategies. Having an understanding of customer movement will assist the organisation in properly addressing such issues and employing strategic processes that will enable the business to improve its retention strategies and curb defections. The primary objective of the current study was to investigate the impact internal service quality and customer relationship management have on customer retention. The study employed the SERVQUAL model as a measuring tool in establishing the relationship. The study investigated how customer retention (the dependent variable) is influenced by the different elements of internal service quality, namely assurance, empathy, service reliability, responsiveness, tangibles and elationship management, which represented the independent variables. The sample comprised eighty-one (81) out of a possible 130 AA Medical Scheme participants through the organisation’s four national offices. The empirical results showed that of all the variables relationship management, responsiveness and the tangibles have a positive impact on customer retention in medical aid schemes.

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Cheng, Chu-Yin, and 鄭筑尹. "The Relationships between Human Resource Management Practices, Service Quality, and Customer Outcomes in the Service Organizations." Thesis, 2005. http://ndltd.ncl.edu.tw/handle/78758635467574776970.

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碩士 國立成功大學 國際企業研究所碩博士班 93 The impact of human resource management practices of service organizations on customer perceived service quality, customer satisfaction and loyalty is the focus of this study. Meanwhile, we also try to examine the potential effects coming from service climate and service- oriented citizenship behavior on those relationships. 　Research data were collected from employees and customers of Taiwanese service organizations through questionnaire. We ask the employees of 500 companies listed in Common Wealth survey of Taiwan 2004 to provide necessary information .576 questionnaires are usable .After the works of recording and transforming survey data, we proceed statistical analysis, including correlation, factor, and structure equation model. 　Our findings can be summarized as follows. Firstly, the higher degree for firms to adopt human resource management practices, the more likely the employees tend to perceive the service climate in the organization. Secondly, the higher degree for firms to adopt human resource management practices, the more likely the customers perceive good service quality. Thirdly, the higher degree for firms to adopt human resource management practices, the more likely the employees tend to show service –oriented citizenship behavior. Fourthly, our data is unable to support the positive relationship between service climate and perceived service quality, as well as the relationship between service –oriented citizenship behavior and perceived service quality. Finally, the higher degree for customers to perceive good service quality, the higher degree the customers are satisfied and loyal to the organizations. 　The main contribution of this research is to investigate the impact of human resource management practices of service organizations on customer perceived service quality, customer satisfaction and loyalty, which have not been examined in the previous research. Our research findings shall be quite useful in assisting with Taiwanese companies in service industry when setting up their human resource management practices.

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Chu, I.-Wen, and 邾亦文. "Using Customer Relationship Management Practice to Provide Knowledge Service and Build Customer Loyalty." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/37452221613698887488.

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碩士 國立清華大學 工業工程與工程管理學系 94 Customers are the most important source of profits. Today, the customer demand is varied, and to gain customer loyalty is one of the important objectives for most companies. This paper investigates the key influence factors on customer loyalty, specific focus is how to use customer relationship management to provide knowledge service and to build customer loyalty. For the past several years, the structure of industry in Taiwan has shifted from labor intensive to knowledge intensive. Therefore, this paper selected the semiconductor industry and business software industry to analyze the ways of building loyalty in the industries that professional knowledge and services are differentiated and hardly can be substituted. Many literatures show that the customer relationship management can advance the customer satisfaction; furthermore the customer satisfaction can advance the customer loyalty. Nevertheless, besides the positive correlation, there is also negative correlation between customer satisfaction and customer loyalty, because of other influence factors, such as switching barriers for the customer. After a series of case studies and interview with the semiconductor and business software industry practician. Based on the case analysis of the two industries, this paper proposes a structured model for the technology intension firms to use a core knowledge service practice embedded in the customer loyalty. This paper found that the switching barrier is more important in the business software industry compared with semiconductor industry.

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Dissertations / Theses on the topic 'Customer Service Management Practices'

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