This PHD project aims to develop a service design system which has a customer-centric view and delivers a balance between profit and value for both customers and service providers. The system will enable designers to assess the design and provide decision support and rationale at an early service design development stage. Also during the lifecycle of the service it would provide a better cost estimation for the service provider to support its future decisions. The two first chapters give an overview of the service field and the research area. Chapter 1, the introduction, states the aim and objectives of this research along with setting the field of the rationale behind the motivation and scope. Chapter 2, the literature review, gives a thorough overview of the service design area mentioning the theories, techniques, methodologies and methods that have been used directly or indirectly for service modeling/design. Chapter 3, the research methodology, states the rationale behind the decisions to conduct this research in terms of purpose, design, strategy and data collection techniques. Moreover an analysis of the current methodology structure which was based on the adaptation of the aforementioned decisions is provided. In Chapter 4 there is a comparison among three different methods (Service Explorer (SE), Integrated Service CAD and Life cycle simulator (ISCL) and Service Blueprinting (SB)) as identified from the literature, which have been developed specifically for service design. The comparison looks at the dynamic features of each method. A dynamic feature is a property of a service method that has the ability to capture specific elements of the service design process which are subject to continuously change within a specific timeframe. At first, there is a brief discussion on how each method is applied and what the output as a generic process is. It starts with identifying generic key concepts of the service design approach by applying all methods to a rental service scenario. Following that, we create a virtual service of a rental machine scenario and map the previously identified key concepts into specific elements of the rental service. We test all methods against these service concepts to identify how well and in what scope each one performs. A merging process of the service concepts is then carried out to form 4 categories which form the specific dynamic features. We test all methods against these features. In particular we find that, SB lacks dynamic capability. SE does well on prioritising individual customer requirements but provides neither a modular design process nor the ability to deal with changes during the service lifecycle. ISCL can provide a process for generating models by combining previously established building blocks and a life-cycle service simulation. However the resources are fixed and there is no prioritisation on the requirements. A pragmatic service deployment requires a service environment that is subject to change, which in turn is not provided by the current methods we compared. The purpose of Chapter 5 is to demonstrate an open source agent-based simulation language that could be used for service design and to simulate the Emergent Synthesis (ES) methodology. This methodology was identified from the literature search as a potential solution to the research gap presented in Chapter 4. That would act as a validation of using the proposed method in the service design area. For this reason a service market is being used as a modelling example. First the area of agent-based modelling is introduced. Certain modifications take place according to the modelling language needs. Next step is the justification and discussion about these changes. The Systems Modelling Language (SySML) is being introduced as a diagrammatic notation method according to which the altered service market model is being represented. The purpose of Chapter 6 is to provide a new approach for accurate design of a service by combining and developing a unified modelling system which covers all important key aspects of a service scenario. To demonstrate the applicability and the output of the system, a case study has been selected. The rest of this chapter is structured as follows. Then there is the introduction and investigation of the service case study. Also the purpose of that choice is stated. Next step is the full breakdown of the system, the current data flow and how the combination of the individual methods has been implemented. Results of each method are produced while visualising the connections between each input-output. A comparison takes place to show the difference of using each method individually and how the emergence of the system as a result of the combination process affects the output. Last step is the validation and the analysis of the results. The penultimate chapter is the discussion, where the outcome based on the results of each chapter is discussed. In Chapter 4, we discuss the outcome of the comparative analysis process. In Chapter 5 we give the analysis and discussion of the service market modelling output and in Chapter 6 we place a discussion based on the system’s output. Last chapter is the conclusion where there is a brief restatement of the whole research work leading to major contribution points. The major contribution of the developed system is the integration of three major methods and methodologies (SE, ISCL, ES) in order to provide answers to the inherent limitations of current techniques (representation of social behaviours in an environment that is subject to change) in the service design domain.

M. Tech. Contact Center Management / The University of South Africa's (UNISA) main mode of interacting with students up to July 2011 was through the UNISA Contact Centre (UCC). The UCC supported the academic progress of students by answering questions ranging from admissions to graduation. A student satisfaction survey conducted in 2009 by UNISA's Bureau of Market Research among students revealed that the UCC was rated the most unsatisfactory service. On 29 July 2011, UNISA closed the UCC. The university therefore introduced new modes of interacting with students, including, among others, sms responses, email responses, telephone, MyUnisa and social media like Twitter, Facebook and YouTube. The aim of this study was to explore students' perceptions of interaction with the UCC. The major findings show that the majority of the respondents did not agree with the decision to close the UCC and that the majority of the respondents had positive experiences and ratings of the UCC indicating only a few areas for improvement.

M. Tech. Business Administration / South Africa has been marred by an increase in service delivery protests, with communities demanding service delivery. The purpose of the study is to assess service quality at the Victor Khanye Municipality. The objective of the study is to identify the gap that exists between residents' expectations and perceptions and leads to residents' dissatisfaction.

M.Tech. Business Administration. Business School. / Total Quality Management (TQM) is known for its success in transforming Japan from economic ruin after World War II into a world economic power. Telkom South Africa (SA) wants to develop a customer centric culture that permeates the entire organisation through people, processes and systems, with the objective of making Telkom the customer's ICT service provider of choice. The research show that by applying TQM principles at Telkom SA will increase customer satisfaction and assist Telkom SA in becoming a leading employee and customer centric ICT solutions service provider. Certain TQM principles which apply to the manufacturing sector can equally be applied to a service organization like Telkom SA, while certain TQM principles have to be adapted to apply to a service organisation.

Given the increasingly competitive environment characterizing many industries, customer service, specifically, post-sales technical support, has evolved as a key source of differentiation and profits. Against this backdrop, firms are looking to cross-sell products during customer service provision to generate revenue and transition their customer service operations from cost centers to profit centers. However, in the context of customer service, customers are contacting the firm about a product failure and not a purchase need, making cross-selling during customer service provision a challenging task. Essays 1 and 2 investigate which factors affect cross-sell outcomes in the customer service context. Essay 1 addresses the following questions: Do characteristics of the customer, customer service agent, and cross-sell offer influence cross-sell revenues? Cross-sell revenues are defined as the sales generated per customer in the customer service context. Using data on the cross-sell transactions of 6782 customers of a computer systems firm who contacted the firm for technical support, Essay 1 demonstrates that for risk-averse customers and customers who accept cross-sell goods (versus services) as the cross-sell offer, cross-sell revenues increase. However, when risk-averse customers accept a good (versus service) as the cross-sell offer, cross-sell revenues decrease. Surprisingly, for customers who own focal products with high functionality, cross-sell revenues decrease, and this effect becomes more negative as the customer service agent’s resolution ability increases. Essay 2 investigates cross-selling during customer service in an intercultural context and addressees the following question: What influences the likelihood of a cross-sell purchase during customer service by a customer in country X[subscript s] from a customer service agent in Country Y[subscript j]? Multinational firms offshore their customer service operations to a set of low-cost countries to reduce costs and gain access to specialized skills. Customer service agents in these countries provide technical problem resolution services to customers in a different set of countries, creating a cultural dyad between customers and customer service agents. Currently, such firms are asking their offshored customer service agents to cross-sell during customer service provision. Using data from a computer systems firm of 117,721 customer service encounters during which a cross-sell product was pitched, of which 3.6% resulted in a purchase, Essay 2 demonstrates both positive and negative effects of cultural distance on the likelihood of a customer making a cross-sell purchase during customer service. Specifically, Essay 2 shows that cultural distance (1) weakens the negative effect of agent resolution ability, (2) strengthens the positive effect of risk aversion, and (3) weakens the positive effect of failure severity on cross-sell purchase likelihood. I use the findings from both Essays 1 and 2 to generate implications for managers on how to improve cross-selling outcomes in their customer service operations. / text

published_or_final_version / abstract / toc / Mathematics / Master / Master of Philosophy

Aim: This study aims to explore bank selection criteria employed by international students in Gavle, Sweden. Methodology: Data was collected through semi-open structure questionnaire. The researchers do sampling a total of 101 students in the University of Gavle. After data collection through questionnaire, data was analyzed through SPSS19 software. A non-probabilistic convenience sampling was employed and data was analyzed to be refined and reduced in a manageable way. Conclusion: There are four factors which are the main reasons in influencing international students choosing banks in Sweden. This study reveals that “Good service provision”, “assurance”, “value added service”, “convenience and security” have significant influence on the bank selection decision of international students. There is no difference between ethnicity in influencing factors. Besides, different genders have same influencing factors as the four factors in this research.   Implications and value of this research: This research steps further in the investigation about customer bank selection behavior. It is the research that focuses on individual customers of banks especially in Sweden. Furthermore, the results of this research can be beneficial for banks to identify appropriate strategies to attract and retain international students. Suggestion for future studies: The international students are banks’ potential customers in the long run. Because the results of this study are only based on customer’s perceptions, it could be an interesting research area for future researchers to investigate the correspondence between and service providers’ and consumers’ perceptions. In addition, because one of our study limitations was that the research only conducted in one city: Gavle, it would be interesting to investigate other Swedish universities international students for the same topic.

The recent worldwide shift in focus from goods production to service provision in Western countries has resulted in the expansion of the service sector. The front-line worker has become a central figure in the new workplace, forming an important link between the company and the customer. The nature of the interaction between customer service staff and clients influences the perceived quality of service rendered by the company. Call centre work requires a high degree of personal contact with the public and the performance of emotional labour. Previous research found emotional labour to be a significant predictor of burnout. Given the above scenario, the lack of empirical research that systematically investigates burnout in a customer services environment in South Africa is a source of concern. The objectives of this study were to determine the construct validity and internal consistency of the Maslach Burnout Inventory - General Survey (MBI-GS) (Schaufeli, Leiter, Maslach & Jackson, 1996) in a customer services environment, and to compare the relationship of burnout with various demographic characteristics. A cross-sectional survey design was used. The study population consisted of an accidental sample of customer services personnel (N = 228). The Maslach Burnout Inventory - General Survey (MBI-GS) was used to determine the level of burnout in the participants. A biographical questionnaire was used to gather additional information. Structural equation modelling (SEM) methods as implemented by AMOS were used to test the factorial model for the MBI-GS. Cronbach alpha coefficients and inter-item correlation coefficients were used to assess the internal consistency and construct validity of the MBI-GS. Descriptive statistics were used to analyse the data. T-tests and one-way analysis of variance (ANOVA) were used to determine differences between the sub-groups in the sample. Tukey tests were done to indicate which groups differed significantly when ANOVAS were done. The results confirmed a three-factor model of burnout, consisting of Exhaustion, Cynicism and Professional Efficacy. All three factors showed acceptable internal consistencies. The results also showed that customer service staff who measured high on exhaustion and cynicism (compared with those who measured low) experienced less job satisfaction. / Thesis (M.A. (Industrial Psychology))--North-West University, Potchefstroom Campus, 2004.

The study aims to understand the underlying factor why McDonald's customers return despite previous failure customer experiences. Why do customers come back to the company that contributes to the former dissatisfaction? McDonald's attempt to maintain unceasing purposeful emergence fail at the local level, where the customer contact occurs. McDonald's offerings and customers' bounded rationality results in that customers are satisfied with an "ok" experience, which adds to their low expectations of McDonalds. This makes clear that McDonald's does not have to make an effort through constant adaptation at the local level to achieve a "great" level of satisfaction. Because the customer is satisfied with an "ok" experience, and not require more to return to McDonalds. If you can lower your customers' expectations so much that they do not care about the previous failure customer experiences, the company's competitive invincible, even without continuous adjustment.

This dissertation examines the role of different types of salesperson behaviors on building and managing customer equity drivers. It is proposed that customers develop positive attitudes towards different value drivers through developed trust by different salesperson behaviors. Specifically, it is hypothesized that customer trust effects customers’ perceptions of brand value, product value and relationship value; the customer trust in turn is affected by different salesperson behaviors, namely, adaptive selling, customer oriented, selling oriented and un/ethical behaviors. Thus, this dissertation integrates selling behaviors literature with customer equity literature. This dissertation builds on past literature and proposes a conceptual model using nine different constructs representing three broader constructs, Selling behaviors, Customer trust and Customer equity drivers: Adaptive selling behavior, Selling orientation – Customer orientation (SOCO) behaviors and Un/ethical selling behavior, Customer trust with salesperson and selling firm, Value equity, Relationship equity and Brand equity. Descriptive research design is used for investigating the role of customer trust as a mediator in the relationships between selling behaviors and customer equity drivers. The research design uses a dyadic sampling design where data for independent variables, selling behaviors and customer trust, is collected from insurance customers in St.Louis metropolitan area and the data for dependent variables, customer equity drivers, is collected from insurance salespeople. Structural equation modeling is used to analyze the data. The results support the mediational role of trust in the relationship between selling behaviors and customer equity drivers. They also support the hypothesis that different selling behaviors have different effects on customer equity drivers. This research provides significant theoretical and managerial implications. It provides the existing body of literature with a different perspective on customer equity management. Managerially, it provides newer insights to sales managers of the effects of relational selling behaviors. This research also introduces a newer way to investigate selling behaviors by using a second order construct, relational selling behavior.