Transcription of A study of the factors influencing customer ... - Aalto
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A study of the factors influencing customer ... - Aalto
A study of the factors influencing customer satisfactionand efficiency in contact centers: the combined effectMarketingMaster's thesisTerhi Rekil 2013 Department of MarketingAalto UniversitySchool of BusinessPowered by TCPDF ( ) Aalto UNIVERSITY SCHOOL OF ECONOMICS ABSTRACT Department of Marketing Master s thesis Terhi Rekil A study OF THE factors influencing customer satisfaction AND EFFICIENCY IN CONTACT CENTERS: THE COMBINED EFFECT OBJECTIVES The purpose of this study is to expand understanding of the factors influencing customer satisfaction and efficiency in contact centers. More specifically, the focus is on examining the grouped impact of the factors . First, this research draws on existing research on the factors influencing customer satisfaction . Second, an empirical research is conducted to discover the combined effect of different factors on hand on customer satisfaction and on the other hand on efficiency. METHOD A novel method in marketing called fuzzy set qualitative comparative analysis is the used method.
Aalto University School of Business ... AALTO UNIVERSITY SCHOOL OF ECONOMICS ABSTRACT Department of Marketing 6.1.2013 Master’s thesis Terhi Rekilä A STUDY OF THE FACTORS INFLUENCING CUSTOMER SATISFACTION AND EFFICIENCY IN CONTACT CENTERS: THE COMBINED EFFECT OBJECTIVES The purpose of this study is to expand …
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