From the article: Globalization and technological innovation has led to an increasing competition between telecommunication service providers and has eroded traditional product- and service-based differentiation. One way to gain a competitive advantage is to create distinctiveness by improving customer …

Chatbots aangedreven door Kunstmatige Intelligentie hebben potentie voor de IT Servicedesk. Echter is er nog weinig onderzoek naar de toegevoegde waarde van een chatbot doordat de technalogie relatief nieuw is. Doormiddel van Interviews met verschillende Servicedesk Managers verschaft dit onderzoek inzicht …

This thesis aims to provide the sales department of TivoliVredenburg with innovative methods to develop valuable relationships with their customers. The research consisted out of a business research, where the conducted information is applied on the situation of the sales department of TivoliVredenburg. …

As businesses shift their attention from marketing to customer experience, ABB has created a customer experience centre at their Stonehouse facility. Covering the customer needs and integration into the sales process were lost along the rapid development of the centre. Through interviews with visitors …

from the article: Web-shop entrepreneurs generally overlook success factors during the expansion process of applying cross-border trade, resulting in failure or even high financial losses. The solution to this issue may be a decision supporting model, that supports SME web-shop entrepreneurs in their …

As already stated, making progressive decisions in the current market organization is complex. In view of the exponential growth of digitalization and the related possibilities such as the modernization of service, it is crucial to be able to act completely freely. This implies, among other things, that …

Firms increasingly use social network sites to reach out to customers and proactively intervene with observed consumer messages. Despite intentions to enhance customer satisfaction by extending customer service, sometimes these interventions are received negatively by consumers. We draw on privacy regulation …

The current Western Economy can be described as an experience economy which is focused on creating unique experiences for consumers. When emotional value is added to the experience of a product or service, consumers are willing to pay a higher price for these types of experiences than for products without …

Bilderberg is een Nederlandse hotelketen met achttien verschillende locaties, verspreid over Nederland. Bilderberg biedt naast hotelkamers, ook vergaderruimtes aan voor meetings en events voor de zakelijke markt. Bilderberg merkt dat er een verschuiving in de zakelijke markt plaatsvindt wat betreft de …

A customized version of the SERVQUAL model by Parasuraman, et al. (1988) was used to evaluate the quality or value of the contemporary Customer Self-Service Portal for Philips Lighting BG Professional Services. The purpose of the research was therefore to identify the gaps in the strategic design of …