Дисертації: "Customer relations"

1

Chan, Wa Kimmy. "Three studies on understanding customer relationship management in services customer-firm affection, customer-staff proximity, and customer co-production /." Click to view the E-thesis via HKUTO, 2008. http://sunzi.lib.hku.hk/hkuto/record/B39794039.

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2

Johansson, Malin, Markus Nilsson, and Carl-Douglas Thulin. "Factors Influencing Customer-relations in B2B - A Survey of Medical Rubber's Customers." Thesis, Kristianstad University College, Department of Business Administration, 2005. http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-3159.

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In order to be successful on the market it gets more and more important to have a good relation to your customer. Without a good relationship to your customer you are just one among many other competitors. A healthy relationship in which both parties are satisfied is probably based on many different reasons. Many researchers in this field believe that power/dependence and commitment/trust are essential cornerstones in a business relationship. However, the researchers all stresses different factors that they believe influence these cornerstones. Our work is based on power, commitment and trust, and our intention is to point out the different factors that we believe are influencing our cornerstones. Furthermore we have constructed a model and created hypotheses that are tested through a survey conducted on Medical Rubbers customers.

3

Chan, Wa Kimmy, and 陳華. "Three studies on understanding customer relationship management in services: customer-firm affection, customer-staff proximity, and customer co-production." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2008. http://hub.hku.hk/bib/B39794039.

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The Best PhD Thesis in the Faculties of Architexture, Arts, Business & Economics, Education, Law and Social Sciences (University of Hong Kong), Li Ka Shing Prize, 2007-2008.
published_or_final_version
Business
Doctoral
Doctor of Philosophy

4

Cutcher, Leanne. "Banking on the customer customer relations, employment relations, and worker identity in the Australian retail banking industry /." Connect to full text, 2004. http://hdl.handle.net/2123/632.

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Thesis (Ph. D.)--University of Sydney, 2004.
Title from title screen (viewed 8 May 2008). Submitted in fulfilment of the requirements for the degree of Doctor of Philosophy to the Discipline of Work and Organisational Studies, School of Business, Faculty of Economics and Business. Includes bibliographical references. Also available in print form.

5

Cutcher, Leanne Rose. "'Banking on the Customer': customer relations, employment relations and worker identity in the Australian retail banking industry." Thesis, The University of Sydney, 2004. http://hdl.handle.net/2123/632.

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Previously consigned to the anonymity of 'the product market' by researchers in traditional fields such as labour economics and industrial relations, the customer has recently attracted the attention of scholars from a diverse range of disciplines, including organisational behaviour, work psychology, labour process studies, gender studies, and critical management studies. In large part, this emerging interest in the customer is a result of the increasing dominance of service industries in developed economies and the recognition that service work entails a complex, three-way interaction between customers, management and workers. The literature identifies a range of competing and, at times, contradictory images of the customer. Rather than seeking to reconcile these competing representations, this thesis explores the multi-faceted nature of the customer presence and the implications for managers and workers in the retail banking industry in Australia. The thesis highlights how structural change and shifting discourses of the 'customer' have influenced customer relations, employment relations, and worker identity in three areas of the retail banking industry: traditional retail banks, the credit union movement, and community banks. Drawing on detailed qualitative case study evidence, the thesis highlights the range of customers, both 'real' and 'constructed', that can be found in the case study organisations. The thesis identifies the ways in which customers influence employment relations and how workers can be active in either accommodating or resisting the impact of these 'customers' on workplace practice and worker identity. The central argument of the thesis is that, in addition to customers having a physical presence in and influence on organisational life, management and workers also construct 'discursive customers' as a means of influencing the employment relationship and the meanings attached to service work. The study examines how these competing concepts of the customer and customer service influence both the customer-service provider relationship and service workers' relationships with one another and with management. Despite the increasing recognition that service work entails a three-way relationship between customers, management and workers, our understanding of how workers either welcome or resist the presence of this third actor in the employment relationship has, until recently remained very limited. This thesis makes a significant contribution to our understanding that for workers the customer is ever-present physically, emotionally and discursively.

6

Cutcher, Leanne Rose. "'Banking on the Customer': customer relations, employment relations and worker identity in the Australian retail banking industry." University of Sydney. Business, 2004. http://hdl.handle.net/2123/632.

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Previously consigned to the anonymity of �the product market� by researchers in traditional fields such as labour economics and industrial relations, the customer has recently attracted the attention of scholars from a diverse range of disciplines, including organisational behaviour, work psychology, labour process studies, gender studies, and critical management studies. In large part, this emerging interest in the customer is a result of the increasing dominance of service industries in developed economies and the recognition that service work entails a complex, three-way interaction between customers, management and workers. The literature identifies a range of competing and, at times, contradictory images of the customer. Rather than seeking to reconcile these competing representations, this thesis explores the multi-faceted nature of the customer presence and the implications for managers and workers in the retail banking industry in Australia. The thesis highlights how structural change and shifting discourses of the �customer� have influenced customer relations, employment relations, and worker identity in three areas of the retail banking industry: traditional retail banks, the credit union movement, and community banks. Drawing on detailed qualitative case study evidence, the thesis highlights the range of customers, both �real� and �constructed�, that can be found in the case study organisations. The thesis identifies the ways in which customers influence employment relations and how workers can be active in either accommodating or resisting the impact of these �customers� on workplace practice and worker identity. The central argument of the thesis is that, in addition to customers having a physical presence in and influence on organisational life, management and workers also construct �discursive customers� as a means of influencing the employment relationship and the meanings attached to service work. The study examines how these competing concepts of the customer and customer service influence both the customer-service provider relationship and service workers� relationships with one another and with management. Despite the increasing recognition that service work entails a three-way relationship between customers, management and workers, our understanding of how workers either welcome or resist the presence of this third actor in the employment relationship has, until recently remained very limited. This thesis makes a significant contribution to our understanding that for workers the customer is ever-present physically, emotionally and discursively.

7

Moore, Katie Dyretha. "Knowledge Sharing and Customer Relations in Mobility." ScholarWorks, 2019. https://scholarworks.waldenu.edu/dissertations/7168.

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After the events of September 11, 2001, inadequacies in how government organizations and agencies shared knowledge and communication with defense mission partners became readily apparent. A reasonable U.S. government information technology expectation is the integrated use of mobile phones across organizations and agencies. Yet, it is difficult to meet this expectation, as the provisioning process for mobile devices can be different for each government organization or agency. The Department of Commerce National Institute of Standards and Technology does not set provisioning standards, and organizations and agencies determine policies tailored to their particular needs. Using Schein's theory on organizational culture, the focus of this phenomenological study was to explore the Mobility provisioning process from the experiences of government customer support personnel. Eleven personnel responded to 10 semistructured interview questions derived from the research question. The data were manually transcribed and then coded, arranged, and analyzed using a software tool. Three major themes emerged from the analyzed data: (a) expand communication with customers and leaders, (b) identify policy guidelines, and (c) streamline and centralize the process. Using these themes, recommendations include enhancing communication among stakeholders, provisioners, and Warfighters, soldiers in the field; implementing standardized user policies; and improving cross-organization and cross-agency provisioning processes. Social change actions include increasing mobility provisioning efficiencies among provisioners, which not only saves time and money, but also provides Warfighters with affordable, dependable, and reliable mobile communications systems.

8

Vallaud, Thierry. "Estimating potential customer value using customer data : using a classification technique to determine customer value /." Abstract and full text available, 2009. http://149.152.10.1/record=b3077978~S16.

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Thesis (M.S.) -- Central Connecticut State University, 2009.
Thesis advisor: Daniel Larose. "... in partial fulfillment of the requirements for the degree of Master of Science in Data Mining." Includes bibliographical references (leaves 37-39). Also available via the World Wide Web.

9

Sandekela, Lindela Prince. "Customer relations management in SMMEs: an integrated approach." Thesis, Nelson Mandela Metropolitan University, 2008. http://hdl.handle.net/10948/889.

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The research study was conducted to cover the Buffalo City Municipality (BCM) retail industry with direct emphasis on the supermarket industry. The research problem is as a result of the retail businesses in the BCM that continue to consider that if they have large data warehouses with masses of customer information, they have all what it takes to run a profitable business. Their failure to understand the organizational implications of moving towards a customer-centric approach often results in high costs from bad customer service and handling of customer complaints. The main problem was stated and sub-problems introduced from the main problem to address them by way of qualitative and quantitative research. Related literature was reviewed on Redefining the Customer, Customer Satisfaction and Customer Relationship Management and a Customer Management Model was proposed. During empirical survey, a questionnaire based on literature reviewed was designed for the survey. A pilot study was conducted to identify and rectify problems and shortcomings relating to the questionnaire. The pilot study indicated that the data likely to be collected will address the main and sub-problems of the research. A total of thirty five questionnaires which contained closed-ended and open-ended questions were distributed to the population sample as selected. Results of the study were critically analysed and interpreted quantitatively and qualitatively by means of tables and discussion for the development of an Integrated Model for managing customers. The analysis of the study which was based on the literature reviewed and the findings from the empirical survey were concluded to present a solution to the problem. In view of the shortcomings identified by the literature review and integration thereof with the results of the empirical study, an Integrated Customer Management Model was developed.

10

Tierney, Joseph A. "The implementation of CRM at FISC Norfolk Detachment Philadelphia." Thesis, Monterey, Calif. : Springfield, Va. : Naval Postgraduate School ; Available from National Technical Information Service, 2003. http://library.nps.navy.mil/uhtbin/hyperion-image/03Jun%5FTierney.pdf.

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11

Li, Pu. "Customer relationship management : a research framework for investigating how customers' detailed preferences are learned and recorded /." View abstract or full-text, 2005. http://library.ust.hk/cgi/db/thesis.pl?ISMT%202005%20LI.

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12

Leistén, Justus, and Kamran Sairafi. "Enhancing Relationships : Strenghtening customer relations through sport sponsorship." Thesis, Jönköping University, JIBS, EMM (Entrepreneurship, Marketing, Management), 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-11722.

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During the 1980s and 1990s, commercial sponsorship grew with a rapid pace with an increase in worldwide spending from $2 billion in 1984 to $18.1 billion in 1997. Also, when the sponsorship market grew the interest amongst business researchers grew and finally became an own topic within business. Further, within marketing there was also a change occurring during the same time. It was an evolutionary paradigm shift from the marketing mix and the 4Ps to Relationship Marketing and the focus on long-term relationships. The marketing mix and the 4Ps had been the dominating model since the 1950s however when industries matured, market demand changed, competition increased and customers became more sophisticated and demanded more. Both the rapid growth within sponsorship and move to Relationship Marketing can mainly be explainedby the developments in Information Technology and globalization.

However, despite the increasing interest sponsorship and relationship marketing separately,few researchers have tried to combine these two even though several researchers have challenged others. In 2003, Farrelly and Quester studied the relationships between the sponsor and the sponsored. The intentions of the researchers are to extend this research to the relationships between the sponsor and their customers.

The purpose of this thesis is to explore how sponsors utilize sponsorship to build and maintain relationships with their customers. The intention is to create a foundation that can be later tested with the sponsors’ customers through a series of propositions. This study is done from the sponsors' perspective and in a B2B context. It is a qualitative research using six of the main sponsors as case studies for HV71, one of the largest ice hockey teams in Sweden. For the data collection the researchers used face-to-face interviews with managers from Husqvarna, Swedbank, Öhrlings PriceWaterhouseCoopers,Nybergs Bil, Ernst&Young and June Emballage.

The researchers have identified four different ways how sponsors utilize sponsorship to build and maintain relationships with their customers. The sponsors use sponsorship to create meeting places outside the business office, increase communication, add value totheir offerings and predict customer needs. The goal is to increase trust and value because when they increase, the relationship between the sponsor and customer grows stronger.

13

Bartels, Judith. "Audit of the Salesforce.com application for ABC Inc." Menomonie, WI : University of Wisconsin--Stout, 2005. http://www.uwstout.edu/lib/thesis/2005/2005bartelsj.pdf.

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14

Dyer, Paul L. "The service encounter a meta theory of the customer/organization interaction and empirical tests of portions of the theory /." Access abstract and link to full text, 1989. http://0-wwwlib.umi.com.library.utulsa.edu/dissertations/fullcit/9013730.

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15

Mouton, Estelle. "Studente se persepsies van klientediens deur 'n akademiese departement." Pretoria : [s.n.], 2001. http://upetd.up.ac.za/thesis/available/etd-06102003-153400/.

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16

Bang, Jounghae. "Understanding customer relationship management from managers' and customers' perspective : exploring the implications of CRM fit, market orientation, and market knowledge competence /." View online ; access limited to URI, 2005. http://0-wwwlib.umi.com.helin.uri.edu/dissertations/dlnow/3188835.

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17

Tronvoll, Bård. "Customer complaint behaviour in service /." Karlstad : Faculty of Economic Sciences, Communication and IT, Business Administration, Karlstads universitet, 2008. http://www.diva-portal.org/kau/abstract.xsql?dbid=1625.

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18

Zhang, Annie Liqin. "Validation study of intangible business relationship value measurement a thesis submitted to Auckland University of Technology in partial fulfilment of the degree of Master of Business, June 2004 /." Click here to access this resource online, 2004. http://repositoryaut.lconz.ac.nz/theses/86/.

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19

Winkelmann, Sabine. "Customer-related consequences of downsizing /." [S.l. : s.n.], 2008. http://swbplus.bsz-bw.de/bsz294355618inh.htm.

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20

Keiningham, Timothy L. "Satisfaction and loyalty : examining and challenging the linkages leading to firm performance." Thesis, Staffordshire University, 2009. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.522117.

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21

Cassab, Harold. "Multi-channel service : performance and implications for customer retention /." Thesis, Connect to this title online; UW restricted, 2005. http://hdl.handle.net/1773/8749.

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22

Louw, Mariska. "Die kwaliteit van diensherstel van 'n lojaliteitsprogram binne die landbou-bedryf in Suid-Afrika." Diss., University of Pretoria, 2001. http://hdl.handle.net/2263/29535.

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AFRIKAANS: Bestuurders en personeel van dienslewering instansies staar huidiglik meer intensiewe klantediens eise in die gesig as ooit tevore. Vandag se klante is beter ingelig, stel meer vereistes en is meer self geldend wanneer diensprobleme ontstaan. Dit is gedeeltelik die gevolg van 'n styging in die vraag na toegevoegde waarde by produkte en dienste wat deur klante aangekoop word. Die klant se vraag na waarde lei tot 'n sterker fokus op 'n kombinasie van kwaliteit, billike pryse en goeie diens. Wanneer diensfalings ontstaan kan die diensverskaffer se reaksie die band versterk tussen die onderneming en die klant of dit kan 'n onbetekenisvolle irritasie verander in 'n groot insident. Gegewe dat 'n onderneming dieselfde effek het op winste as om kostes te sny met tien persent (Power 1992) is dit noodsaaklik dat bestuurders diensfalings en diensherstel kwessies versigtig oorweeg en bewus is van die vereistes van hoë kwaliteit diensherstel; en die uitwerking daarvan op die onderneming se winsgewendheid en oor 'n diensherstelplan moet beskik om die falings aan te spreek wanneer hul voorkom en nie bloot krisis bestuur toepas nie. Ten spyte van die belangrikheid van die opvolg en analise van diensfalings en diensherstel is daar slegs 'n beperkte empiriese navorsing gedoen wat falings en diensherstel ondersoek. Die hoofdoel van die navorsing was om die kwaliteit van diensherstel te bepaal van 'n lojaliteitstelsel in die landbou-bedryf vir produsente in Suid-Afrika. Die lojaliteitstelsel is tans die enigste van die kwaliteit van diensherstel, punte opgebou en herhalingsaankope intensies asook taal en geslag is ook ondersoek. Asook, die faktore wat verantwoordelik was dat produsente die diensherstel ervaar het as goed of swak. Tydens die studie is daar gebruik gemaak van die kritiese insidente tegniek wat ontwikkel is deur Flanagan. As 'n sistematiese, sekwensiële metode kan spesifieke insidente van effektiewe en oneffektiewe gedrag geanaliseer word met betrekking tot 'n vooraf bepaalde aktiwiteit. Die volgende faktore blyk die belangrikste faktore te wees wat verantwoordelik was vir hoë kwaliteit diensherstel: Werknemervriendelikheid, Bereidwilligheid, Een-tot-een persoonlike aandag en Kennis van produkte of klagtes. Die faktore wat statisties beduidende was en gelei het tot swak kwaliteit diensherstel is eerstens onvoldoende outoriteit van die dienssentrum personeel gevolg deur beleid wat optrede verhoed, geen kennis van 'n spesifieke reëling, stadige diens en die feit dat die klant in die verleentheid gestel is. Geslag het geen invloed gehad op die tevredenheid met die diensherstel nie, maar taal wel in 'n statistiese beduidende invloed het op respondente se tevredenheid met die oplossing van 'n probleem. Daar is geen verwantskap tussen die feit dat respondente reeds punte opgebou by die lojaliteitsprogram en hul ervaring van die bevredigende oplossing van probleme en klagtes nie. Daar is wel 'n verband tussen die opbou van punte en die gebruik van ander dienste wat die onderneming bied. Die meerderheid respondente 81,67 persent is tevrede met die diensherstel teenoor slegs 18,33 persent van die respondente wat ontevrede was met die regstelling. Die navorsing stel die onderneming in staat om sy sterk punte meer te beklemtoon en daarop te fokus asook om negatiewe punte in heroorweging te bring en aan te pas dienooreenkomstig die eise van die klant. Die aanstel van die regte dienspersoneel is dus van kardinale belang asook opleiding in kommunikasie vaardighede en etiket en bemagtiging is essensieel vir hoë kwaliteit diensherstel. Daar is 'n aanduiding dat die onderneming sy beleid rondom taal en ander diensleweringskwessies soos bemagtiging, outoriteit en verantwoordelikheid sal moet hersien.
ENGLISH: Service managers and personnel are facing more intensive customer service pressures than ever before. Today's customers are more demanding, better informed and more assentive when service problems arise. This may be due in part to increased customer demand for value in the products and services purchased. Customer demands for value result in a stronger focus on a combination of quality, fair price and good service in the purchases they make. When service failures occur, the service providers reaction can either reinforce a strong customer bond or change a minor distraction into a major incident. Given that improving a company's customer retention rate by t20 percent has the same effect on profits as cutting costs by 10 percent (Power 1992), it is imperative that managers consider failure and recovery issues and know what effect it has on the company's profitability. It is essential that a company has an established service recovery plan to overcome failures when the occur and don't apply crisis management. Despite the importance of tracking and analising service failures and recovery strategies, only limited empirical research examining failures and recoveries has been conducted. The purpose of this research study was to determine the quality of service recovery of a loyalty system in the agricultural industry of South Africa as perceived by produces. This loyalty system is the only of its kind. The correlation between the quality of service recovery, points accumulated in the loyalty system, repeat purchase intentions as well as sex and language were examined. The factors that led to high and low service quality as perceived by the respondent were identified. During the study the critical incident technique developed by Flanagan was used. It is a systematic, sequential method whereby specific incidents of effective and ineffective behaviour can be analised with regarding to a predetermined activity. The following factors appear to the most significant and important for high quality, good service recovery; friendliness of contact personnel, willingness to help, One-to-one personal attention and knowledge of the product of service. The statistical significant factors which led to low service recovery quality was first of all insufficient authority of service personnel followed by policy hindering needed action, no knowledge of a specific arrangement made, slow service and the fact that the client was humiliated in the process. The sex of the respondents didn't have any significance regarding the perceived quality of service recovery, but language did have a statistical significance on respondents satisfaction with the recovery effort. There is no correlation between the fact that respondents had already build up points in the loyalty system and their experience of the satisfactory resolving of problems and complaints. But there is a correlation between the build-up of points in the loyalty system and the use of their services the company provides. The majority of respondents 81,67 percent is satisfied with the service recovery against only 18,33 percent of the respondents that were dissatisfied with the recovery efforts. This research findings enables the company to focus and expend its positive strengths of service recovery and work on the weaknesses as identified by the clients. The appointment of the right personnel as well as sufficient training in communication skills and etiquette is of extreme importance for good service recovery. There is an indication that although the majority of respondents rank their service recovery effort very high, five out of seven, that the company must readdress certain policies regarding authority, responsibility and empowerment.
Dissertation (MCom)--University of Pretoria, 2001.
Marketing Management
MCom
Unrestricted

23

Mtatsi, Siyabonga Chris. "Retaining customers through customer service in the telecomminications industry." Thesis, Nelson Mandela Metropolitan University, 2011. http://hdl.handle.net/10948/d1018641.

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South African Mobile network industry has seen many developments since its inception in 1994. When mobile technology was introduced in this country, the first two mobile network operators, namely Vodacom and MTN, enjoyed vast benefits of being early entrance in this business space and they grew at rate that was much faster than they themselves had expected. As expected, in the past five years this growth rate has slowly diminished due to various economic factors; these factors included increase in Government regulations, increase in number of players in the mobile network space and ever evolving technology. The mobile network operators saw interconnect fees, which amounted to fifteen per cent of total revenue for each of these operators, being reduced by more than half, with Government foreseeing total removal of these fees. At the same time, the number of competitors grew from one to three within a period of five years forcing all operators, especially Vodacom and its Vodashops, to search for winning strategies that could ensure retention of their customers thus their revenue. Therefore, the intention of this research is to investigate various strategies that are suitable and can be implemented for one of the Vodashops in Cape Town, namely Canal Walk Vodashop, to ensure that this store manages to retain and possibly grow its existing customers. The investigation led the researcher to find that, in a situation where the affected organisation is at the maturity level of the business, as it is the case with the selected store, the most effective strategy to retain and grow customers is the customer service strategy. This strategy includes various elements which are very important to its success; these elements include providing job specific skills to employees, designing and implementing suitable processes and creating best value for customers on products and services that the company offers. The research was achieved by following the approach below: • A literature study was done in order to determine the key elements of an effective customer service strategy; • A survey of literature focusing specifically on employee skills development, design and implementation of processes and creation of value for the offered products and service; • Insights of customers from the selected Vodashop were obtained via interviews to determine their perception on products and services offered; and • Lastly, interview results were analysed to determine the areas of improvement and also what customer service strategies are suitable for highlighted problems. Through this research, various customer service strategies that must be consistently and continuously executed in order to achieve this excellent customer service were recommended. The recommended strategies include training and development of employees, design and implementation of processes that are aligned to the selected Vodashop and also to the needs and expectations of customers.

24

Fang, Er. "Creating customer value through customer participation in B2B markets : a value creation and value sharing perspective /." free to MU campus, to others for purchase, 2004. http://wwwlib.umi.com/cr/mo/fullcit?p3144415.

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25

Mortensen, Wayne. "Customer-supplier relations in the Australian information technology and telecommunications industry : a strategic perspective." Monash University, Faculty of Business and Economics, 1997. http://arrow.monash.edu.au/hdl/1959.1/8075.

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26

Kwan, Ho Yan. "Customer-company identification in service failure context: the role of service recovery, corporate social responsibility, and customer participation." HKBU Institutional Repository, 2015. https://repository.hkbu.edu.hk/etd_oa/198.

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In today’s competitive marketplace, simply satisfying customers is no longer sufficient to assure long-term customer-firm relationships, especially for firms that experience a service failure. Companies are now looking for additional ways to secure customer retention and raise customer loyalty. By applying social identity theory, this research empirically explores customercompany identification (customer identification) and its potential predicting factors in a service failure context. Service failures are inevitable but create negative emotions and behaviors in consumers that are directed against service firms. Service recovery from a failure is always a vital step in pacifying dissatisfied customers and maintaining ongoing relationships with them. However, is identification among customers also influenced by service recovery? The effect of customer perceptions of service recovery on customer identification is first examined in the present research. Moreover, given that service recovery may not always work in the desirable way that service firms expect, executing recovery is not the single solution for relationship maintenance following failed service. In contemporary marketing, corporate social responsibility (CSR) is considered a measure for rebuilding customer relationships that offers firms “insurance-like protection against negative situations. Then, would CSR complement a recovery strategy and be effective in protecting firms from service failure? The effect of the interplay between recovery and CSR on customer identification in the advent of a service failure is examined. In addition, today’s customers are eager to participate in their service experience. Customers can now enjoy services by cooperating with service providers. Whereas the current literature emphasizes the benefits of customer participation only in routine service settings, this research attempts to further explore the potential moderating role of customer participation in service delivery (either service provision or service recovery) in influencing customer post-failure identification and subsequent responses in a failure context. A multi-method approach has been adopted in the present research. A field survey was first conducted using a sample of 354 customers in Hong Kong; this was followed by two scenario-based laboratory studies using a total of 370 students. The research findings contribute to the literature and social identity theory by examining the interaction between recovery and CSR with respect to customer identification in a service failure. The results demonstrate that perceived recovery justice positively influences customer post-failure identification with a service firm. Also, high perceived CSR performance is more effective in fostering customer identification when customers have lower justice perceptions regarding the recovery attempt. Furthermore, the research sheds light on the value of involving customers in service delivery. Customer participation in either service provision or recovery strengthens the positive impact of CSR on customer identification and ultimately contributes to customer loyalty intentions. Therefore, involving customers in co-creating service or recovery is a cost-effective strategy to strengthen customer-firm relationships even in the advent of a service failure.

27

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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Kasabov, E. "An examination of the marketing and relationship concepts by analysing power, disciplining and compliance in customer-provider relations." Thesis, Coventry University, 2011. http://curve.coventry.ac.uk/open/items/fc20f17d-e8b9-4eb9-a91c-27968f5166d0/1.

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The main aim of this thesis, „An Examination of the Marketing and Relationship Marketing Concepts, by Analysing Power, Disciplining and Compliance in Customer-Provider Relations‟, is to expand knowledge and thinking in the subject area of marketing by researching power, disciplining and compliance in relations between customers and providers. As such, it is part of current developments in marketing theory, as the following discussion will illustrate. Marketing is a dynamic and evolving discipline (Saunders and Lee 2005) and has been enriched by the introduction of significant new topics such as consumer passion, longing, gift giving, and history of ownership (Belk et al. 2003; Lowrey et al. 2004). The „variety and eclecticism‟ in current marketing research (Saunders and Lee 2005) have been achieved partly by drawing on frameworks, concepts and models developed in other disciplines (Baumgartner 2002). In recent years, „a more open minded attitude to research‟ and „methodological relaxation‟ have been encouraged (Tapp and Hughes 2008), and new methodological approaches have been explored (e.g. Thompson 1998, 2002; Sherry and Schouten 2002). Moreover, the supremacy of experimental-nomothetic methodological positions of quantification is being questioned (Fournier and Glenn Mick 1999) and, even though quantitative research continues to dominate (Hanson and Grimmer 2007), previously „unconventional‟ methodologies such as narrative analysis and hermeneutical frameworks demonstrate the growing acceptability of a wider range of methodologies (Saunders and Lee 2005). Such developments in marketing thought and approaches result from the identification of weaknesses or gaps in the conventional received wisdom on the subject (Wells 1993), and so place existing interpretations under scrutiny (Dawes and Brown 2000). However, commentators suggest that further growth and development are required. For instance, while Svensson (2006) argues that traditionalism still predominates, Tapp and Hughes (2004) and Katsiekas et al. (2007) invite scholars to analyse new topics and areas which are pertinent to practitioners and which contribute to a better understanding of marketing practice. At stake is the degree to which marketing research offers practitioners and society something „novel‟ and „of relevance‟ (Gummesson 2005). For marketing thinking to develop further, topics which are as yet inadequately researched need to be analysed more systematically (Katsiekas et al. 2007). An example of such a topic is the expression of power, influencing, disciplining and relational problems during interactions between customers and providers (Brown et al. 2000; Keysuk 2000; Ivens and Blois 2004). Though present in marketing theory, there are aspects of power which deserve greater attention. Examples of such issues are the types of power applied by providers and the ways in which providers design and carry out the disciplining of consumers during interactions in order to make them more compliant. These are the issues addressed in this thesis.

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Tian, Xiaoguang. "Hybrid Models in Automobile Insurance: Technology Adoption and Customer Relations." Thesis, University of North Texas, 2019. https://digital.library.unt.edu/ark:/67531/metadc1538717/.

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Customer relationship management (CRM), a primary activity in the business value chain to relate to the customer, involves solicitation, analysis, and the use of the knowledge about the customer to provide goods and services through effective and efficient methods. It is a wise strategy and source of competitive advantage for customer behavior understanding and business performance management. The use of information technology (IT) in CRM allows companies to simplify their processes, to integrate product or service related decision making with the business strategies, and to optimize their operations by embracing analytical techniques. The insurance industry is facing unprecedented challenges and decisions in this data-driven business paradigm. It is a strategic necessity for customer-centric insurers to utilize emerging IT capability to support interactions between customers and business operations. The research in the dissertation seeks to provide insights into the application of early technology innovation and data-driven strategies by investigating the following two groups of CRM technology issues: technology adoption and data-driven technology application. Through three essays, the dissertation explores the use of information technology and data analytical tools to provide insight into how automobile insurance companies make decisions regarding their relationships with their customers. The results from these studies provide a framework for managers to devise effective approaches to enhancing the performance of their business.

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Burnham, Thomas Adams. "Measuring and managing consumer switching costs to improve customer retention in continuous services /." Digital version accessible at:, 1998. http://wwwlib.umi.com/cr/utexas/main.

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Dong, Beibei Zou Shaoming Evans Kenneth R. "The effects of customer participation on service outcomes a fit perspective /." Diss., Columbia, Mo. : University of Missouri--Columbia, 2009. http://hdl.handle.net/10355/6762.

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Title from PDF of title page (University of Missouri--Columbia, viewed on Feb 11, 2010). The entire thesis text is included in the research.pdf file; the official abstract appears in the short.pdf file; a non-technical public abstract appears in the public.pdf file. Dissertation advisor: Dr. Shaoming Zou and Dr. Kenneth R. Evans. Vita. Includes bibliographical references.

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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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Wübben, Markus. "Analytical CRM developing and maintaining profitable customer relationships in non-contractual settings /." Wiesbaden : Gabler, 2009. http://site.ebrary.com/id/10281287.

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Cäker, Mikael. "Management accounting as constructing and opposing customer focus : three case studies on management accounting and customer relations /." Linköping : Univ, 2005. http://www.bibl.liu.se/liupubl/disp/disp2005/tek933s.pdf.

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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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Johansson, Emelie, Mats Pettersson, and Christer Zielinski. "CRM-systems påverkan på företag och dess kundrelationer." Thesis, Mälardalen University, School of Sustainable Development of Society and Technology, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-729.

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Denna undersökning handlar om hur användandet av CRM-system (Customer Relationship Management) påverkar företag och dess kundrelationer. Forskningen om detta visar att CRM-system kan ge stora fördelar för både kunderna, företaget och relationerna där emellan. Men det finns många delar som påverkar hur mycket ett CRM-system förändrar relationerna mellan företag och deras kunder. Resultatet från denna undersökning kan vara av intresse för företag som går i tankarna att skaffa ett CRM-system eller förnya det som dem redan har. Vilket leder fram till vår problemfråga: Hur påverkar CRM-system företag och dess kundrelationer?

Syftet med uppsatsen är att beskriva och analysera hur ett CRM-system påverkar företag och dess kundrelationer.

Undersökningen baseras på en teoriram som ger en inblick i vad relationer är och vilken betydelse kundrelationer har för företag, även behandlas CRM-system och dess effekter på företag. Den insamlade teorin utmynnar i en undersökningsmodell som utgår ifrån ett CRM-system och visar hur det enligt teoriramen kan påverka ett företag och dess kundrelationer. Denna modell används som grund för insamlandet av vårt empiriska underlag.

Studien inleddes med litteraturstudier som sedan resulterade i en undersökningsmodell. Det utfördes sex intervjuer på fyra företag som använder sig av CRM-system. Därefter utfördes med hjälp av undersökningsmodellen en analysering av intervjusvaren och en sammanställning av resultat och slutsatser.

I uppsatsen konstateras det att de undersökta företagen inte använder CRM-systemens fulla potential. Utan att en centraliserad databas är en av de viktigaste komponenterna i CRM-system i företags arbete mot bättre kundrelationer. Undersökning utmynnar i en lista över de faktorer vi anser vara av vikt för ett företag som vill veta hur ett CRM-system kan påverka företag och dess kundrelationer. Om ett företag använder sitt CRM-system på rätt sätt kan de både få bättre kundservice, individualiserade tjänster, förbättrad informationshantering och ökad kundlojalitet vilka samtliga bidrar till bättre kundrelationer och ger företag konkurrensfördelar

This research is about how the usage of a CRM-system (Customer Relationship Management) affects companies and its customer relations. Other researches show that CRM-systems can give big advantages for both the customers, companies and the relations in-between. But there are many issues that affect how much a CRM-system change the relations between companies and its customers. The result from this research could be of interest for a company which is thinking about implementing a CRM-system or improve one they already use. Which leads us to our research question: How does CRM-system affect companies and their customer relations?

The purpose of this thesis is to describe and analyze how a CRM-system affects companies and their customer relations.

The research is based on a theory framework that gives an insight into what relations are and of what significance customer relations have for a company, also CRM-systems is discussed and their effects on companies. The collected theory concludes with a research model that begins with a CRM-system and shows how it according to the theory framework could affect a company and its customer relations. This model is used as the foundation in the collection of the empirical information.

The study began with a literature study that resulted in a research model. We performed six interviews at four companies that use CRM-systems. Then with help from the research model we analyzed the answers from the interview and created the result and conclusions.

In the thesis it’s established that the examined companies don’t use the CRM-systems full potential. A centralized database is one of the most important CRM-system components in a company’s strive for better customer relations. The research concludes with a list of the factors we consider being of weight for a company that wants to know how a CRM-system could affect companies and their customer relations. If a company use its CRM-system in the right way they can get both better customer service, individualized services, improved information management and increased customer loyalty which all contributes to better customer relations and gives companies competitive advantages.

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Wong, Ka-kuen, and 黃嘉權. "Stochastic models for customer relationship management." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2004. http://hub.hku.hk/bib/B30289968.

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38

Roux, Anton Louis. "A roadmap to a successful customer relationship transformation." Thesis, Stellenbosch : Stellenbosch University, 2002. http://hdl.handle.net/10019.1/52693.

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Thesis (MBA)--Stellenbosch University, 2002.
ENGLISH ABSTRACT: The aim of this report was the evaluation of the current theoretical knowledge base and to use that to create and evaluate a technique or method to optimise the decision making processes at play in customer relationship management. The report contains much theory and discussions where attempts are made to address the primary problems that often come in the way of successful transformations. Rather than present empirical evidence in an attempt to prove one thing or the other, the focus is more conceptual in nature, but at the same time it is hoped that conceptual arguments put forth, stimulate lateral thought in this field. Initially the report supplies research on the global practises in use on the different dimensions that are relevant to customer relationship management. These dimensions, and the elements therein, are discussed in some transformation plans, which are then evaluated. By means of a survey under South African companies, the alignment between the national, and the international approaches to customer relationship management are discussed. Finally, an attempt is made to supply the reader with the valuable lessons that have already been learned, accompanied by a proposal on how a successful transformation can be managed.
AFRIKAANSE OPSOMMING: Die doelstelling van hierdie verslag was om die teoretiese kennisbasis wat tot dusver ontwikkel is in oënskou te neem en dan 'n tegniek of metode te ontwikkel en te evalueer om die besluitnemingsproses met betrekking tot die kliëntverhoudingsbestuur transformasie te optimaliseer. Die verslag bevat deurgaans 'n aansienlike hoeveelheid teorie en bespreking waar gepoog word om die primêre probleme wat op die weg van 'n suksesvolle transformasie lê, aan te spreek. Eerder as 'n suiwer empiriese studie wat poog om die een of ander teorie te bewys, is die fokus ietwat meer konseptueel van aard, maar daar word terselftertyd vertrou dat die konseptuele argumente wat aangevoer word, laterale denke sal stimuleer in hierdie veld. Die verslag doen aanvanklike navorsing oor die globale uitkyk op die verskillende dimensies wat op die kliëntverhoudingsbestuur veld van toepassing is. Hierdie dimensies, en die elemente daarin vervat, word dan in 'n paar transformasie planne geplaas en ge-evalueer. Deur middel van 'n ondersoek onder Suid-Afrikaanse maatskappye, word die belyning tussen die nasionale en die internasionale beskouings van kliëntverhoudingsbestuur bespreek. Daar word ten slotte gepoog om die waardevolle lesse wat reeds geleer is aan die leser beskikbaar te stel, tesame met 'n voorstel van hoe 'n suksesvolle transformasie bestuur kan word.

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Newton, David. "The impact of service provider citizenship behaviour and relational investments on customer commitment and behaviour : a study of airline customers." [St. Lucia, Qld.], 2003. http://www.library.uq.edu.au/pdfserve.php?image=thesisabs/absthe17036.pdf.

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40

Zhang, Haomin. "Essays on customer base concentration, SG&A costs stickiness, and investment efficiency." HKBU Institutional Repository, 2014. https://repository.hkbu.edu.hk/etd_oa/84.

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This thesis consists of two essays. Both essays are related to customer base concentration. In the first essay, I examine the impact of customer base concentration on selling, general, and administrative (SG&A) costs stickiness. With a sample of 65,549 firm-year observations from 9,460 unique firms on the US market from 1980 to 2012, I find that concentrated customer base accentuates SG&A costs stickiness, even after controlling for related variables such as asset intensity, employee intensity, firm size and firm age. Further findings indicate that the positive association between customer base concentration and SG&A costs stickiness is enhanced if supplier firms are in durable industry (SIC 3400-3990), or have more relationship-specific investments, but weakened if the duration of the relationship between a supplier firm and its customer base is longer. The findings are robust to alternative measures of major variables and to alternative testing models. In the second essay, I examine the impact of customer base concentration on investment efficiency. With a sample of 57,852 firm-year observations from 12,123 unique firms on the US market from 1980 to 2013, I find that concentrated customer base is positively associated with investment efficiency improvement. The findings are evidenced by the testing results that concentrated customer base strengthens the positive association between investment activities and investment opportunities. From shareholders’ perspective, concentrated customer base also strengthens the contribution of investment expenditure to shareholders’ value. In addition, I find that the positive association between customer base concentration and investment efficiency is influenced by some salient features of the supplier-customer relationship. Generally, such association is more pronounced if the supplier firm’s industry share is larger; if the supplier firm relationship-specific investment is greater; and if the supplier-customer relationship is longer. The findings are robust to a number of sensitivity tests. Keywords: customer base concentration; SG&A costs stickiness; investment efficiency; agency problem; information asymmetry

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Morganstein, Susanne R. "Guest satisfaction in a college food service setting /." Online version of thesis, 1994. http://hdl.handle.net/1850/11576.

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42

Lam, Lai Ki. "Adoption of Customer Relationship Management (CRM) in local manufacturing industry /." access full-text access abstract and table of contents, 2005. http://libweb.cityu.edu.hk/cgi-bin/ezdb/thesis.pl?mphil-meem-b19887292a.pdf.

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Thesis (M. Phil.)--City University of Hong Kong, 2005.
"Submitted to Department of Manufacturing Engineering and Engineering Management in partial fulfillment of the requirements for the degree of Master of Philosophy." Includes bibliographical references.

43

Bosse, Sebastian. "A systemic perspective of a customer relationship management solution for businesses /." Link to the online version, 2006. http://hdl.handle.net/10019/24.

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44

Ow, Caryn. "A qualitative analysis of the loyalty building attributes of customer loyalty programs on gaining loyalty to brands." Thesis, Edith Cowan University, Research Online, Perth, Western Australia, 2001. https://ro.ecu.edu.au/theses/1059.

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A paradigm shift from mass marketing to the concentrated focus on one-to-one marketing has led to a barrage of tactical strategies to instill long-tern consumer loyalty among organisations' most valued customers. At the forefronts of these strategies are customer loyalty programs. Since the inception of the first loyalty program, AAdvantage in 1981, the marketplace has seen a proliferation of these programs across a widening range of industries. Not surprisingly, this has led to significant interest in customer loyalty programs among academics and practitioners. Despite the skepticism of academics relating to the effects of loyalty programs, many organisations have allocated a large amount of the or marketing budgets to developing, implementing and maintaining customer loyalty programs in the hope of generating long-term loyalty in customers. To date, current evaluations of customer loyalty programs have assessed the effects of these programs by focussing on behavioural measures (such as repeat purchases) and on economic outcomes (such as market share, penetration and share of wallet.) While these traditional measures have contributed to the understanding of consumer loyalty and evaluations of a program’s success, it has been recognised by researchers that the measures are inadequate to determine and explain the loyalty-building attributes of loyalty programs. Moreover, studies from the viewpoint of consumers remain lacking. In an attempt to bridge the gap, this qualitative study explores the attributes of customer loyalty programs that result in consumer loyalty to brands from the perspective of the consumer. The fundamental significance of this study is the integration of the behavioural and the attitudinal theoretical approaches used to investigate these attributes. In addition to this integrative approach, the study incorporates theories from relationship marketing. The components of loyalty and attributes of loyalty programs that were investigated were drawn from an extensive review of the brand loyalty, relationship marketing and customer loyalty program literatures. These components and attributes were deemed to be the most significant in establishing long-term consumer loyalty. The data for this qualitative study were derived from twenty-four semi-structured focused interviews with consumers who qualified as members of customer loyalty programs. The tentative conclusions drawn from this research are that from consumer’s points of view: (i) the act of loyalty is exhibited by the continual repeat purchase of the same product from the same store, (ii) the key to a successful customer loyalty program is the implementation of a program that is flexible to its members, (iii) the key to a defensive orientated loyalty program is a good incentive structure and an effective communication program, and (iv) the development and sustenance of a relationship between a consumer and an organisation is vital to the brand loyalty process. The results of this exploratory study provide a deeper understanding of the customer loyalty program phenomenon and the identification of program attributes that result in long-term consumer loyalty from the perspective of consumers. This research highlights that further investigation is required into the loyalty-building attributes of customer loyalty programs, and this will be central to the development of loyalty programs that satisfy consumers and effectively establish long-term loyalty to brands.

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Madubanya, Peter Petrus Malesela. "The influence of customer relationship management on customer loyalty at a South African life insurance company." Thesis, Cape Peninsula University of Technology, 2015. http://hdl.handle.net/20.500.11838/2043.

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Thesis (MTech (Business Administration))--Cape Peninsula University of Technology.
This thesis is prompted by the discussions around Customer Relationship Management (CRM) in the financial industry and life insurance companies in particular. The study seeks to gain better understanding of the influence that CRM has on Customer Loyalty in a selected South African life insurance company. While CRM has been approached by academics and practitioners from different perspectives, literature seems to be viewed as inconsistent and fragmented on this concept. The concept of CRM is a new approach by management in South Africa and it is due to this fact that there are not sufficient studies on it. The purpose of this thesis is to investigate the influence of Customer Relationship Management on customer loyalty in Metropolitan. To achieve this purpose, a questionnaire was distributed amongst selected Metropolitan customer service offices nationally and a selected number of customers were approached to participate in the study. The findings show that Customer Relationship Management has an influence on customer loyalty and that Metropolitan does employ the principles of Customer Relationship Management.

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Woods-Duvendack, Tammy Hines Edward R. "Customer satisfaction an integral component of hospital strategy /." Normal, Ill. : Illinois State University, 2003. http://wwwlib.umi.com/cr/ilstu/fullcit?p3115183.

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Thesis (Ph. D.)--Illinois State University, 2003.
Title from title page screen, viewed Oct. 15, 2004. Dissertation Committee: Edward R. Hines (chair), Kenneth H. Strand, Ross A. Hodel, Zeng Lin. Includes bibliographical references (leaves 92-99) and abstract. Also available in print.

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Li, Bingxin, and 李冰心. "Understanding the role of knowledge resource and customer relationshipin value creation processes." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2010. http://hub.hku.hk/bib/B44719619.

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Wachner, Trent. "Relationship strategies over the customer relationship lifecycle the differential effect of individual versus organizational relationships /." Online access for everyone, 2008. http://www.dissertations.wsu.edu/Dissertations/Spring2008/t_wachner_042108.pdf.

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49

Jasper, Frank Raymond. "Determining the critical elements of the customer intimacy framework." Thesis, Edith Cowan University, Research Online, Perth, Western Australia, 2000. https://ro.ecu.edu.au/theses/1386.

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Currently the field of marketing is undergoing a transformation concerning the appropriate marketing model to use in business. This transformation arose due to the mounting problems of the existing 4Ps Marketing Model, the heightened importance of customer retention, the requirement to continually add value to business processes and recent advancements in Internet technology. An alternate approach to the 4Ps Marketing Model began to emerge in the 1970's and was termed relationship marketing. This study is exploratory in nature and investigates consumer perceptions concerning customer intimacy. A self-administered mail questionnaire was employed to gather the necessary data from 300 solely external students from Edith Cowan University. In the analysis of the data, descriptive and multivariate statistics were used. The multivariate techniques include Factor Analysis, Stepwise and Multiple Regression and T-Tests. The study found interesting differences regarding the perceptions held by participants concerning customer intimacy at the university. The findings suggest that participants have highly positive perceptions regarding university contact, service continuance and service withdrawal. The study also indicates that participants have positive perceptions concerning external tutors’ knowledge, trust and comfort. Participants indicated moderately strong perceptions concerning the information they receive from the university due to the university's reliability, relevance and cooperation. However, participants had low positive perceptions concerning the personal relationship with tutors and with the university protecting and caring for students. Further analysis of the data with factor analysis, revealed there were four important dimensions in the perception of customer intimacy. The four dimensions are Care, Communication, Trust and Comfort. Cronbach's Alpha coefficient was used to test the reliability of the scale, resulting in coefficients of 0.90, 0.80, 0.65, and 0.70 respectively. Stepwise Regression was used in the analysis to quantify how the four dimensions affected how students rate their relationship with the university and multiple regression was used to determine the dimensions effect on the Internet. The results revealed that Care was a significant predictor of how students rated their relationship with the university. T-Tests were also utilised to determine if gender influenced how students rated their relationship with the university. The implications of these findings for marketers are discussed in the final chapter.

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Ekorn, Stephanie, and Silvia Khan. "THROUGH THE EYE OF THE CUSTOMER : A STUDY OF HOW CORPORATE BRAND IMAGE IMPACT CUSTOMER LOYALTY AND CUSTOMER SATISFACTION IN THE TRAVEL INDUSTRY." Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-226971.

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Анотація:

An important question in today’s research on marketing is in what way a company can influence how customers perceive their brand and in what way they can facilitate customer retention. The aim with this paper is to research the impact the corporate brand image has on customer satisfaction and customer loyalty within the travel industry to further the understanding of how branding activities influence customer preferences. By using a survey with an experimental design, where corporate brand image is manipulated through a PR-article, the results indicate that a company can influence the loyalty a customer feels toward their brand by trying to influence the corporate brand image. The results also support the idea that corporate brand image does have its own effect on customer loyalty and is not merely indirectly influencing it through customer satisfaction. Furthermore, these results are of interest to the travel industry since it indicates that PR campaigns can aid the travel agency in differentiating itself from its competitors. In an industry with intangible and homogeneous services and a highly competitive market differentiating the brand is likely to have a positive competitive effect.

Дисертації з теми "Customer relations"

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