Sökning: "B2C interactions"

Hittade 2 avhandlingar innehållade orden B2C interactions.

1. 1. From performance management to managing performance : An embedded case study of the drivers of individual- and group-based performance in a call center context

   Författare :Nathalie Larsson; Företagsekonomiska institutionen; []
   Nyckelord :SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Performance; call centers; customer relations; coping; management; B2C interactions;

   Sammanfattning : Managing performance is critical for realizing certain economic benefits when managing customer relations in call centers. However, prior call center research is fragmented and under-analyzed, which contributes to a limited understanding of the underlying elements for performance and complexities in managing individual- and group-based performance in call centers. LÄS MER

3. 2. Organisering för strategisk CRM : Lärande om kundrelationer i en B2B-organisation

   Författare :Philip Roth; Sofia Isberg; Jessica Eriksson; Markus Fellesson; Umeå universitet; []
   Nyckelord :SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Customer Relationship Management; CRM; B2B-relationships; Relationship Dynamics; Learning about customer relationships; företagsekonomi; Business Studies;

   Sammanfattning : In marketing research, customer relationship management (CRM) is often described as a strategy for collecting customer information through an IT- infrastructure in order to manage customer relationships (e.g. Boulding et al 2005; Keramati et al 2010; Nguyen and Mutum 2012). LÄS MER