How new communication technologies employed by companies affect the customer experience in the service industry | |
| Author | Adriaens, Julien |
| Call Number | AIT RSPR no.SM-04-46 |
| Subject(s) | Consumer satisfaction Internet marketing--Customer services |
| Note | A research study submitted in partial fulfillment of the requirements for the degree of Master of Business Administration. School of Management |
| Publisher | Asian Institute of Technology |
| Series Statement | Research studies project report ; no. SM-04-46 |
| Abstract | Optimize the customer satisfaction by riever be under his expectations leads to loyalty, which is the key for long-term profit for eve1y business. A satisfied customer will be more loyal than a disatisfied one. It is less expensive to implement processes to make a customer loyal than to spend money trying to attract new ones. New communication technologies enable companies to better meet the customer satisfaction, through different ways, and most of all, continue to communicate with them using new ways such as the Internet or the mobile phone text messages. NCT has brought new communication channels increasing the company's customer knowledge. A well implemented NCT system provide gain of time and is synonimous with efficiency for both customer and the firm. This research study aims to understand how companies are using NCT and what service improvment customers are expecting from the companies through the use of new communication systems. |
| Year | 2004 |
| Corresponding Series Added Entry | Asian Institute of Technology.|tResearch studies project report ; no. SM-04-46 |
| Type | Research Study Project Report (RSPR) |
| School | School of Management (SOM) |
| Department | Other Field of Studies (No Department) |
| Academic Program/FoS | Master of Business Administration (MBA) (Publication code=SM) |
| Chairperson(s) | Donyaprueth Krairit |
| Examination Committee(s) | Zimmermann, Willi ;Dimmitt, Nicolas J. |
| Degree | Research Studies Project Report (M. Sc.) - Asian Institute of Technology, 2004 |