Sökning: "self-service channels"

Hittade 5 uppsatser innehållade orden self-service channels.

  1. 1. The Migration Measurement Model - How to Measure the Success of a Channel Migration in Customer Support

    M1-uppsats, Lunds universitet/Produktionsekonomi

    Författare :Anna Rengstedt; [2014]
    Nyckelord :customer migration; web-based self-service; service channels; support metrics; customer behavior; Technology and Engineering;

    Sammanfattning : Purpose: The purpose of this thesis is to develop a theoretical framework that enables a company to measure the success of an initiative that migrates customers from one channel to another, in order to improve or upgrade the way of handling customer support between the company and its end customers. Methodology: The strategy for this thesis was to carry out an iterative case study - theory-led by explaining the causes of events and processes from the literature, and discovery-led by exploring the key issues in ACTIVE Network‟s migration. LÄS MER

  3. 2. Value Creation Through Synchronous CMC? : The Banks' Perspective

    Master-uppsats, Umeå universitet/Företagsekonomi

    Författare :Alexander Lindahl; Sanna Malm; [2014]
    Nyckelord :;

    Sammanfattning : The development of technology and the Internet have in many ways influenced how companies conduct their business, and what creates a competitive advantage. Previous research have recognized that due to this development, those companies that can create a superior value for the customer will also be the ones that can create a competitive advantage. LÄS MER

  4. 3. Making the customer the co-producer : A critical incident study on customer satisfaction and self-service channel choice in commercial air travel

    Uppsats för yrkesexamina på avancerad nivå, Fakulteten för ekonomi, kommunikation och IT

    Författare :Henrik Huotari; [2012]
    Nyckelord :self-service technologies; customer satisfaction; SST; self-service channels; SAS; service design; self-service; customer co-production; adoption; self-service options;

    Sammanfattning : This thesis is based on a case study of an airline’s (Scandinavian Airlines (SAS)) customers’ views on self-service technologies for check-in; mobile check-in, internet check-in, and machine (kiosk) check-in. The first aim of the paper was to find sources of satisfaction and dissatisfaction in the airline industry. LÄS MER

  5. 4. THE ROLE OF THE INTERNET AS AN SST - AN ONLINE BOOKING SERVICE

    D-uppsats, Göteborgs universitet/Graduate Business School

    Författare :Katarina Sporrek; Hilary Christiansson; [2004]
    Nyckelord :The Internet; self-service technology SST ; tourism; online cottage booking;

    Sammanfattning : The Internet presents a great possibility for the tourism industry to sell and market their services online. Travel agents used to be the main provider of booking systems but with the development of information technology, this trend has shifted and booking systems are now accessible to the consumers themselves. LÄS MER

  7. 5. CRM in 3G Telecom - The Customised Point of Contact

    D-uppsats, Göteborgs universitet/Institutionen för informatik

    Författare :Andreas Wahlin; Mikael Aldervall; [2001]
    Nyckelord :;

    Sammanfattning : We have studied CRM in a service provider's perspective on behalf ofEricsson Microwave Systems AB. The question at issue we decided toinvestigate is 'How should a service provider set up a point of contact inorder to manage customer relations in the 3G mobile Internet?' To reach aconclusion we have conducted a qualitative study including literature surveyand three interviews. LÄS MER