Strategic advantage through customer value
- Authors: Harding, Vernon Victor
- Date: 2012-08-21
- Subjects: Total quality management , Strategic planning , Customer relations , Consumer satisfaction
- Type: Mini-Dissertation
- Identifier: uj:2909 , http://hdl.handle.net/10210/6339
- Description: M.Comm. , Lots have been said in the literature in regard to customer value and the way it should influence the company and its management strategy. Customer focused, close to the customer, building customer relations creating customer value, becoming customer driven and exceeding customer expectations are some of the hottest subject executives are talking about. If so way are most companies in South Africa and in the world still content with their internal measurements without asking whether what they are measuring has any relevance on the companies performance (Fagiano, 1997:6). For South African companies competitiveness have never been more important because of the rapidly changing global environment and the swift changes in the demographic and socio-economic locally (De Villiers & Slabbert, 1996:35). The death of distance and the (Peters, 1997:2) current exchange rate of the rand makes it advantageous for international companies to invest in South-Africa putting local companies under a lot of strain. It is proposed to use customer value as a strategic performance measure tool and to develop a customer driven culture to insure that the perceived value of the product is above expectation and that branding is achieved through customer value. It was indicated that customer value can be a performance measurement tool and a major component in the strategic management process and that it is here to stay and will be a vehicle for many a company to achieve competitive advantage. The principle of customer value is not new and has been proven in the Total Quality Management process. It would thus be building on existing capabilities that have been acquired from total quality management of internal processes and products. The challenge lies in refocusing from the internal quality processes to an external customer value. This movement of focus will not be easy and organisations will have to rethink their culture, structure and managerial capabilities. Employees will need to learn a few new skills such as (1) customer responsiveness and evaluation, (2) innovation, (3) strategic thinking, (4) radical thinking and internal motivation
- Full Text:
- Authors: Harding, Vernon Victor
- Date: 2012-08-21
- Subjects: Total quality management , Strategic planning , Customer relations , Consumer satisfaction
- Type: Mini-Dissertation
- Identifier: uj:2909 , http://hdl.handle.net/10210/6339
- Description: M.Comm. , Lots have been said in the literature in regard to customer value and the way it should influence the company and its management strategy. Customer focused, close to the customer, building customer relations creating customer value, becoming customer driven and exceeding customer expectations are some of the hottest subject executives are talking about. If so way are most companies in South Africa and in the world still content with their internal measurements without asking whether what they are measuring has any relevance on the companies performance (Fagiano, 1997:6). For South African companies competitiveness have never been more important because of the rapidly changing global environment and the swift changes in the demographic and socio-economic locally (De Villiers & Slabbert, 1996:35). The death of distance and the (Peters, 1997:2) current exchange rate of the rand makes it advantageous for international companies to invest in South-Africa putting local companies under a lot of strain. It is proposed to use customer value as a strategic performance measure tool and to develop a customer driven culture to insure that the perceived value of the product is above expectation and that branding is achieved through customer value. It was indicated that customer value can be a performance measurement tool and a major component in the strategic management process and that it is here to stay and will be a vehicle for many a company to achieve competitive advantage. The principle of customer value is not new and has been proven in the Total Quality Management process. It would thus be building on existing capabilities that have been acquired from total quality management of internal processes and products. The challenge lies in refocusing from the internal quality processes to an external customer value. This movement of focus will not be easy and organisations will have to rethink their culture, structure and managerial capabilities. Employees will need to learn a few new skills such as (1) customer responsiveness and evaluation, (2) innovation, (3) strategic thinking, (4) radical thinking and internal motivation
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Investigating client relationship needs and wants within the banking industry in South Africa
- Authors: Eksteen, Jacques
- Date: 2011-11-30
- Subjects: Relationship marketing , Consumer satisfaction , Customer relations , Customer services , Customer loyalty , Banks and banking
- Type: Thesis
- Identifier: uj:1752 , http://hdl.handle.net/10210/4107
- Description: M.Comm.
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- Authors: Eksteen, Jacques
- Date: 2011-11-30
- Subjects: Relationship marketing , Consumer satisfaction , Customer relations , Customer services , Customer loyalty , Banks and banking
- Type: Thesis
- Identifier: uj:1752 , http://hdl.handle.net/10210/4107
- Description: M.Comm.
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Towards a managed service encounter process as an instrument to improved customer satisfaction
- Buys, P.
- Authors: Buys, P.
- Date: 2014-03-17
- Subjects: Consumer satisfaction , Customer services - Management , Customer relations
- Type: Thesis
- Identifier: uj:4354 , http://hdl.handle.net/10210/9703
- Description: M.Com. , Please refer to full text to view abstract
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- Authors: Buys, P.
- Date: 2014-03-17
- Subjects: Consumer satisfaction , Customer services - Management , Customer relations
- Type: Thesis
- Identifier: uj:4354 , http://hdl.handle.net/10210/9703
- Description: M.Com. , Please refer to full text to view abstract
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Marketing guidelines based on quality service that secure customer added value
- Authors: De Clerq, Daniel Francois
- Date: 2011-11-24
- Subjects: Relationship marketing , Customer services , Customer relations , Consumer satisfaction
- Type: Thesis
- Identifier: uj:1737 , http://hdl.handle.net/10210/4086
- Description: M.Comm.
- Full Text:
- Authors: De Clerq, Daniel Francois
- Date: 2011-11-24
- Subjects: Relationship marketing , Customer services , Customer relations , Consumer satisfaction
- Type: Thesis
- Identifier: uj:1737 , http://hdl.handle.net/10210/4086
- Description: M.Comm.
- Full Text:
The influence of employee engagement on customer experience in a customer centric climate and culture
- Authors: Slabbert, H.O.
- Date: 2018
- Subjects: Financial institutions - Customer services , Consumer satisfaction , Customer services , Customer relations
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/292386 , uj:31773
- Description: M.Com. (Business Management) , Abstract: According to popular opinion, happy employees lead to happy customers. Many businesses are realising having great products and services are no longer enough. How organisations service their customers is as important as the products or services provided. Customer experience is therefore more than just managing customer interactions. It is putting customers at the centre of everything an organisation does, supported by a culture of engaged employees. Engaged employees are considered an important and influential factor in creating superior customer experiences. Despite of the increased attention, there is a lack of empirical research on customer experience and employee engagement in the academic literature on aspects relating to the drivers, measurement and value to organisations. This dissertation investigated the proposed relationship between employee engagement and customer experience in a South African financial services company. This study advances the current knowledge in the employee engagement and customer experience field of study by combining the constructs into a theoretical model. Employee engagement and the influence on customer experience of the service interaction are postulated to influence total customer experience and business success. Data was collected using two surveys from 386 customer respondents and 82 employee respondents. The collective data was empirically tested using Structural Equation Modelling. The conceptual model examines various pre-requisites of employee engagement, linking resources to customers' perceived level of service employees’ performance (service interaction). The model further examines employee engagement as a dynamic and important variable influencing total customer experience. The results indicate a positive relationship exists between climate and culture, employee engagement and customer experience of the service interaction.
- Full Text:
- Authors: Slabbert, H.O.
- Date: 2018
- Subjects: Financial institutions - Customer services , Consumer satisfaction , Customer services , Customer relations
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/292386 , uj:31773
- Description: M.Com. (Business Management) , Abstract: According to popular opinion, happy employees lead to happy customers. Many businesses are realising having great products and services are no longer enough. How organisations service their customers is as important as the products or services provided. Customer experience is therefore more than just managing customer interactions. It is putting customers at the centre of everything an organisation does, supported by a culture of engaged employees. Engaged employees are considered an important and influential factor in creating superior customer experiences. Despite of the increased attention, there is a lack of empirical research on customer experience and employee engagement in the academic literature on aspects relating to the drivers, measurement and value to organisations. This dissertation investigated the proposed relationship between employee engagement and customer experience in a South African financial services company. This study advances the current knowledge in the employee engagement and customer experience field of study by combining the constructs into a theoretical model. Employee engagement and the influence on customer experience of the service interaction are postulated to influence total customer experience and business success. Data was collected using two surveys from 386 customer respondents and 82 employee respondents. The collective data was empirically tested using Structural Equation Modelling. The conceptual model examines various pre-requisites of employee engagement, linking resources to customers' perceived level of service employees’ performance (service interaction). The model further examines employee engagement as a dynamic and important variable influencing total customer experience. The results indicate a positive relationship exists between climate and culture, employee engagement and customer experience of the service interaction.
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Evaluating the service quality within the aftermarket components industry in South Africa
- Authors: Van Coller, Riana
- Date: 2012-09-12
- Subjects: Customer services - Management , Consumer satisfaction , Customer relations , Service industries - Quality control , Service industries - Customer services
- Type: Thesis
- Identifier: http://ujcontent.uj.ac.za8080/10210/382548 , uj:10108 , http://hdl.handle.net/10210/7491
- Description: M.Comm. , Previously the engine components industry relied on being in the game by competing on product availability, product quality and pricing. The cost of not having customer driven strategic plans created certain drawbacks. These include: the use of crisis management (companies being reactive rather than proactive), diverse directions being taken and redundancy, loss of competitive edge and openness to outside influences. Local component manufacturers have to reduce their dependence on OEM manufacturing alone. This means that they will have to move into the after market, locally and overseas, and export more to foreign OEMs and component producers. Those who do not make the transition will have to diversify or close their doors. The result is that South African engine component companies do not only have to adapt to the reality of pricing pressure of intense competition, but also have to adapt to the increased service expectations of customers on all levels. Service quality can be defined as the extent of discrepancy between customers' expectations and their perceptions (Zeithaml, et al, 1990: 19). The question arises whether engine component companies in the current climate are basing their competitive advantage on a customer-orientated culture with an inner driving force. Service quality is an abstract and elusive concept, because it is intangible, heterogeneous and inseparable from production and consumption. In the process of growing towards customer retention and moving away from the initial concept of just providing customer satisfaction through product availability, product quality, basic service and pricing, superior service quality must be obtained. The measurement of perceived service quality within the engine component industry has not received much attention up till now. This dissertation addresses the problem of measuring the current quality of service (in the engine component industry), and provides guidelines on closing existing gaps. The objectives of the study can be summarised as follows: To assess the service expectations of engine component suppliers' customers. To assess customer perceptions of the performance of the engine component suppliers. To assess which customer - orientated strategies are perceived to be employed by engine component suppliers. To assess how engine component suppliers can narrow or eliminate the customerprovider gaps that exist.
- Full Text:
- Authors: Van Coller, Riana
- Date: 2012-09-12
- Subjects: Customer services - Management , Consumer satisfaction , Customer relations , Service industries - Quality control , Service industries - Customer services
- Type: Thesis
- Identifier: http://ujcontent.uj.ac.za8080/10210/382548 , uj:10108 , http://hdl.handle.net/10210/7491
- Description: M.Comm. , Previously the engine components industry relied on being in the game by competing on product availability, product quality and pricing. The cost of not having customer driven strategic plans created certain drawbacks. These include: the use of crisis management (companies being reactive rather than proactive), diverse directions being taken and redundancy, loss of competitive edge and openness to outside influences. Local component manufacturers have to reduce their dependence on OEM manufacturing alone. This means that they will have to move into the after market, locally and overseas, and export more to foreign OEMs and component producers. Those who do not make the transition will have to diversify or close their doors. The result is that South African engine component companies do not only have to adapt to the reality of pricing pressure of intense competition, but also have to adapt to the increased service expectations of customers on all levels. Service quality can be defined as the extent of discrepancy between customers' expectations and their perceptions (Zeithaml, et al, 1990: 19). The question arises whether engine component companies in the current climate are basing their competitive advantage on a customer-orientated culture with an inner driving force. Service quality is an abstract and elusive concept, because it is intangible, heterogeneous and inseparable from production and consumption. In the process of growing towards customer retention and moving away from the initial concept of just providing customer satisfaction through product availability, product quality, basic service and pricing, superior service quality must be obtained. The measurement of perceived service quality within the engine component industry has not received much attention up till now. This dissertation addresses the problem of measuring the current quality of service (in the engine component industry), and provides guidelines on closing existing gaps. The objectives of the study can be summarised as follows: To assess the service expectations of engine component suppliers' customers. To assess customer perceptions of the performance of the engine component suppliers. To assess which customer - orientated strategies are perceived to be employed by engine component suppliers. To assess how engine component suppliers can narrow or eliminate the customerprovider gaps that exist.
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A measurement of client satisfaction with services provided by Radiopark Studios to internal clients
- Authors: Dladla, David Toto
- Date: 2014-07-23
- Subjects: Consumer satisfaction , Customer relations
- Type: Thesis
- Identifier: uj:11742 , http://hdl.handle.net/10210/11469
- Description: M.Tech. (Business Administration) , The purpose of this study was to determine the service quality perceptions of the internal clients who use Radiopark Studios' facilities. This subject is regarded as important in that Radiopark Studios now competes with outside facilities. Internal clients can hire studio facilities and personnel from different production houses. Radiopark Studios should, therefore, improve its clients relationship. The aim was to find out whether there were gaps between the internal clients' service expectations and the services delivered by Radiopark Studios. Zeithaml, Parasuraman, and Berry (1990) Servqual analysis was used as the primary theory base. The researcher investigated the following sections: • Booking office, • Production assistants, • Radio block (studios), • Technicians, • Radio main control, • Security and reception, and • Marketing. The main findings were that there were gaps between the service received by Radiopark Studios internal clients and the service they would like to get. It also showed that Radiopark Studios internal clients were receiving inconsistent service in that some were satisfied with the service delivery whereas others were dissatisfied. Recommendations are made in this report on how to close the service gaps identified in the study.
- Full Text:
A measurement of client satisfaction with services provided by Radiopark Studios to internal clients
- Authors: Dladla, David Toto
- Date: 2014-07-23
- Subjects: Consumer satisfaction , Customer relations
- Type: Thesis
- Identifier: uj:11742 , http://hdl.handle.net/10210/11469
- Description: M.Tech. (Business Administration) , The purpose of this study was to determine the service quality perceptions of the internal clients who use Radiopark Studios' facilities. This subject is regarded as important in that Radiopark Studios now competes with outside facilities. Internal clients can hire studio facilities and personnel from different production houses. Radiopark Studios should, therefore, improve its clients relationship. The aim was to find out whether there were gaps between the internal clients' service expectations and the services delivered by Radiopark Studios. Zeithaml, Parasuraman, and Berry (1990) Servqual analysis was used as the primary theory base. The researcher investigated the following sections: • Booking office, • Production assistants, • Radio block (studios), • Technicians, • Radio main control, • Security and reception, and • Marketing. The main findings were that there were gaps between the service received by Radiopark Studios internal clients and the service they would like to get. It also showed that Radiopark Studios internal clients were receiving inconsistent service in that some were satisfied with the service delivery whereas others were dissatisfied. Recommendations are made in this report on how to close the service gaps identified in the study.
- Full Text:
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