Service level and Value to Customer as key business drivers: a case studying a leader truck industry
作者： Maximiliano Cascini , Manuela Maini , Thiago Barroero
DOI: 10.1007/978-0-387-09712-1_27
关键词: Customer to customer 、 Customer advocacy 、 Marketing 、 Customer retention 、 Return on investment 、 Process management 、 Service level 、 Performance indicator 、 Business 、 Customer satisfaction 、 Benchmarking
摘要: Since customer satisfaction analysis traditional approaches are out-ofdate and do not adequately fit information about expectations on services, in this paper we propose a new theoretical approach: the Customer Experience Management. Moreover describes our perceived value by according to services that company supplies. This presents two different approaches: qualitative quantitative one. Therefore here define innovative way of studying using both kind analysis. Basing gathered from analysis, develop model estimate confirm causal relations between process Key Performance Indicators. Finally discuss case study demonstrates how have applied methodology multinational operating automotive industry: Iveco. Specifically focuses Iveco Service. Our enables management measuring monitoring return investments starting profitability
springer.com
sci-hub.se 参考文章(24)
Elizabeth C. Hirschman, Morris B. Holbrook, Expanding the Ontology and Methodology of Research on the Consumption Experience Springer New York. pp. 213- 251 ,(1986) , 10.1007/978-1-4613-8609-4_7
Elizabeth C. Hirschman, Barbara B. Stern, The Roles of Emotion in Consumer Research ACR North American Advances. ,(1999)
Bernd H. Schmitt, Customer Experience Management: A Revolutionary Approach to Connecting with Your Customers ,(2003)
B. Joseph Pine, James H. Gilmore, The Experience Economy ,(1999)
Perspectives on methodology in consumer research Springer New York. ,(1986) , 10.1007/978-1-4613-8609-4
Morris B. Holbrook, Consumer Value: A Framework for Analysis and Research ,(1999)
B. Joseph Ii. Pine, James H Gilmore, The experience economy : work is theatre and every business a stage Published in <b>1999</b> in Boston Mass) by Harvard business school press. ,(1999)
Douglas B. Holt, How Consumers Consume: A Typology of Consumption Practices Journal of Consumer Research. ,vol. 22, pp. 1- 16 ,(1995) , 10.1086/209431
Henry Chesbrough, Jim Spohrer, A research manifesto for services science Communications of the ACM. ,vol. 49, pp. 35- 40 ,(2006) , 10.1145/1139922.1139945