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  • About
  • The Global ETD Search service is a free service for researchers to find electronic theses and dissertations. This service is provided by the Networked Digital Library of Theses and Dissertations.
    Our metadata is collected from universities around the world. If you manage a university/consortium/country archive and want to be added, details can be found on the NDLTD website.
1

An exploratory investigation into determinants of service quality in technology-mediated service interactions characteristic of call centres

Pandey, Pushkal Kumar January 2014 (has links)
The paucity of research in performance management of call centres is evident from the confusion regarding what is desired by the customer from this mode of service. A variety of recommendations have been put forward in various studies, but a holistic perspective on what constitutes quality is still lacking. This research is an attempt to investigate key factors which determine performance measurement in technology mediated call centre environment with the help of a conceptual model. A combination of qualitative and quantitative approach has been used to develop and test survey items on direct customer response. The case call centres are selected on the basis of service classification model proposed in the study. A conceptual model is formulated based on preliminary literature review. Qualitative stage has involved semi-structured interviews with senior executives, followed by focus groups conducted with call centre agents. The analysis of survey developed hence has been performed using methods of quantitative data analysis. To the best of our knowledge this study is the first to apply communication theory to an exploration of relational (socio-emotional) aspect in call centres service performance. Identifying the association formed between the customer and service provider in its discreet sociological context, it is argued here that being susceptible to limitations attributed to technology-mediated communication channels, call centres are a unique context of study and therefore performance evaluation should take account of this inherent unique.
2

Multiple channel integration process : contribution to firm-customer relationships : case study of a UK retail bank

Banerjee, Madhumita January 2006 (has links)
This thesis investigates the role and contribution of multiple channel integration, as one of the five key processes of customer relationship management (CRM) in building and maintaining firm-customer relationships. The multiple channel integration process is the most dynamic of the five CRM processes because it facilitates firm-customer interaction (Payne and Frow, 2005; Knox et al., 2003). While practitioner work and anecdotal evidence about the importance of multiple channel integration continues to grow, there is, however, little academic published work on the topic - a fact acknowledged within the CRM and channel literatures (cf. Payne and Frow, 2004; Rheault and Sheridan, 2002). This thesis seeks to address this gap by exploring issues of multiple channel integration strategy, implementation and customer experience of service encounters with people and processes within and across channels. The research draws upon literature from relationship marketing and CRM, strategic marketing, multiple channels, services marketing and consumer psychology to develop the theoretical concepts and shape the research objectives. This research study was undertaken in the context of the retail banking industry in the UK with three stakeholders in the channel integration process: a retail bank planning and undertaking channel integration, technology partner firms enabling channel integration implementation and customers of the retail bank experiencing multiple channel usage. A qualitative case study research approach was adopted, given the exploratory nature of the research issues. Data was collected over twenty months employing multiple sources of evidence such as documents, archival records, in-depth interviews and critical incident technique embedded in the interviews. This research study uncovers evidence of customer contact management as a strategic need, the role of multiple channels in facilitating successful customer contact management and the importance of multiple channel integration to successfully deliver on the same. This research study has also across the three data sets found empirical evidence that multiple channels can contribute to firm-customer relationship strengthening or termination depending on the way events, activities and processes are structured within and across channels as part of the multiple channel integration process. On that basis, channels and channel strategy become critical elements of the CRM process. Given the strategic role and contribution of multiple channels in maintaining and building relationships, this thesis argues that channels should not be considered merely as routes to markets for goods, services and information, rather as strategic resources to be deployed effectively to deliver on the tenets of CRM. This study is one of the first attempts to empirically examine in depth one of the CRM processes - the multiple channel integration process. The exploratory findings from this research make a conceptual contribution by identifying and adding new dimensions to the extant literature. The empirical and methodological contributions rest in its attempt to provide a holistic picture of the research phenomenon emerging across three perspectives. In addition, the research findings identify strategy, implementation and customer experience issues with managerial implications for streamlining the multiple channel integration process in business practice. Future research can takes these findings as a starting point and investigate them further to broaden our understanding of an emerging research phenomenon.
3

The grey market and the service encounter : an investigation of satisfiers, dissatisfiers and complaining behaviour

Grougiou, Vassiliki Elias January 2008 (has links)
The general aim of the research is to explore the factors that are salient to senior customers' evaluations of service encounters and the effect that these factors might have on senior customers' behavioural reactions and future intentions. This general aim is further analysed into the following research objectives: 1) to explore senior customers' key satisfiers and dissatisfiers with service encounters, 2) to explore the attitudes of senior customers towards the making of complaints about unsatisfactory service encounters, and 3) to explore the factors that influence senior customers' complaining behaviour responses to unsatisfactory service encounters. Taking an interpretative research position, the views of sixty senior customers are sought through the use of in-depth interviews and projective techniques. The selection of the interviewees is the result of heterogeneity and criterion purposive sampling. The analysis of the data for this study is iterative and follows the paths of i) analysis on site, ii) running the data open, iii) focusing the analysis, and iv) deepening the analysis. Analysis and interpretation of this data suggests that a) the majority of the interviewees tend to base their evaluation of their overall service encounter on affective rather than on cognitive issues, b) psychological and emotional limitations appear to be better indicators compared to biological ones of the majority of the interviewed seniors' needs and wants in service provision, and c) interviewees' complaining attitude and behaviour often seem to be mainly driven by their image management. This study illuminates senior customers' needs and wants in the service encounter and provides insights about their behavioural responses when faced with a service failure.
4

Implementation of innovative product service systems in the consumer goods industry

Wong, Marcus Teck Ngee January 2004 (has links)
No description available.
5

A model of relationship marketing in market maturity

Palmer, Roger January 2001 (has links)
No description available.
6

Customer relationship management systems : the development of implementation meso-theory

Corner, Ian January 2004 (has links)
No description available.
7

Listening for a living : promoting empathic attitudes and behaviours in customer contact centre agents

Furey, Paul January 2005 (has links)
No description available.
8

The application of relationship marketing to politics

Bannon, Declan Peter January 2008 (has links)
The purpose of this study is to explore the application of relationship marketing to politics in the Scottish political arena. Exploratory expert interviews were used as the basis of inducing the relevant marketing issues to be addressed. The thesis contributes to the body of political marketing knowledge by focusing particularly on relationship marketing, market segmentation and voters' motivations. Exploratory interviews, semi-structured interviews and focus groups were subsequently used to investigate these issues with relevant academics, politicians, political campaign managers, political activists and the electorate in Scotland.
9

Conceptual development of a customer profitability analysis model for individual hotel properties : an activity-based costing approach

Krakhmal, Vira January 2005 (has links)
No description available.
10

Value co-creation : exploring the effects of collaborating with a pro-active generation of customers

Alexander, Matthew James January 2012 (has links)
Value Co-Creation plays a central role within the Service-Dominant Logic of marketing. However, value co-creation is largely conceptual and lacks empirical evidence around both the appropriate contexts and conditions for collaborative co-creation and effects on firms and customers. Using a mixed methods research design this thesis explores value co-creation through a sequential-exploratory, multi-phase approach. The first study is exploratory and qualitative with results influencing two further empirical studies, one quantitative and the other mixed method. This first study used expert ratings and in-depth interviews to explore value co-creation within a three-stage purchasing cycle. The results indicated differing approaches and a conceptual model is presented highlighting conditions under which firms might take advantage of opportunities for value co-creation. The second study used experiments to test the effect of co-creating on consumers; in particular, the role of trust and equity in co-created exchanges. The results showed how in co-created exchanges, trust and relationship investment are key in improving customer intentions, and how co-creating can reduce the negative impact of perceived inequity. The third study used a mixed methods approach to consider the indirect effect of co-creating on other customers. A case study approach with a public transport provider revealed how co-creation at railway stations might affect passenger behaviour. A hierarchical linear modelling study shows how co-creation at station level has an indirect effect on affective and conative loyalty. The thesis contributes to our understanding of value co-creation by reinforcing the contexts and conditions where collaborative forms of co-creation might be best employed. The thesis also shows how co-creating affects the consumers involved and the implications of this for firms. Finally, the thesis contributes by revealing how co-creating with a relatively small group can have a positive effect on a wider group of customers.

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