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Found 3 essays matching the above criteria.

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

    University essay from Lunds universitet/Produktionsekonomi

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

    Abstract : 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. READ MORE

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

    University essay from Umeå universitet/Företagsekonomi

    Author : Alexander Lindahl; Sanna Malm; [2014]
    Keywords : ;

    Abstract : 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. READ MORE

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

    University essay from Fakulteten för ekonomi, kommunikation och IT

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

    Abstract : 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. READ MORE