|
Showing 1 - 2 of
2 matches in All Departments
The aim of this study is to examine the relationship between
customers and the telecommunication service provider regarding
customer support service. The authors focus on customers support
service as a tool of enhancing relationship between customers and
telecommunication service provider and to come up with a "best
practice" for the customer-support service in the telecom industry
The research has been conducted with recent relevant literature
from academic viewpoint such as the relationship marketing,
customer loyalty, customer dominant logic, customer support service
and triggering factors for switching. After reviewing all of
literatures authors have adequate knowledge how to enhance and
sustain long term relationship with customers. Nearly every
literature stipulates from customers perspective business
operations for long term relationship. To accomplish research aim,
authors conducted with an explorative research approach and with
the help of a designed descriptive questionnaire which consist of
seventeen close-ended and open-ended questions. The target group
was sixteen master level students of Karlstad University.
The telecommunications sector has become a vital area for the
economic development of industrialized countries. This is due to
rapid progress in technology and huge competition arising among the
telecom service providers. To keep the dominating position intact
in the market and compete with other telecommunication service
providers and enhance positions in their market, it's important to
develop service quality and precedence of customer support service
as core service for creating long term relationship with customers.
Scholars have come up with the fact that it is five times more
costly to obtain new customers than to keep present ones. Managers
increased their concentration on long term customer relationship,
because this long term relationship is considered a tool for the
long run income of the company as well as for its profitability .
|
You may like...
Loot
Nadine Gordimer
Paperback
(2)
R398
R330
Discovery Miles 3 300
Loot
Nadine Gordimer
Paperback
(2)
R398
R330
Discovery Miles 3 300
|
Email address subscribed successfully.
A activation email has been sent to you.
Please click the link in that email to activate your subscription.