Relationship Perspectives on Customer Support Service: Exploring Best Practice for the Telecom Industry
Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesis
The aim of this study is to examine the relationship between customers and the telecommunication service provider regarding customer support service. The authors focus on customers support service as a tool of enhancing relationship between customers and telecommunication service provider and to come up with a “best practice” for the customer-support service in the telecom industry.
The research has been conducted with recent relevant literature from academic viewpoint such as the relationship marketing, customer loyalty, customer dominant logic, customer support service and triggering factors for switching. After reviewing all of literatures authors have adequate knowledge how to enhance and sustain long term relationship with customers. Nearly every literature stipulates from customers perspective business operations for long term relationship.
To accomplish research aim, authors conducted with an explorative research approach and with the help of a designed descriptive questionnaire which consist of seventeen close-ended and open-ended questions. The target group was sixteen master level students of Karlstad University who belong to nine different countries. From the interview, authors try to explore respondents’ experiences and acceptation from customer support service.
Authors reached at the conclusion on the basis of collected qualitative information that the effective customer support service plays a vital role for enhancing the relationship between customers and telecom service providers. It is also evident throughout the research that the customer support service is the key link between the customer and the telecommunication service provider.
Place, publisher, year, edition, pages
2011. , 73 p.
Customer Support Service, Relationship Marketing, Customer Loyalty
IdentifiersURN: urn:nbn:se:kau:diva-11750Local ID: FEK D-95OAI: oai:DiVA.org:kau-11750DiVA: diva2:504829
TeliaSonera & Service Research Center (Centrum för Tjänsteforskning, CTF) at Karlstad University
Subject / course
2012-01-18, 11A316, The School of Business at the University of Karlstad, Karlstad, 10:12 (English)
UppsokSocial and Behavioural Science, Law
Roos, Inger, ProfessorEdvardsson, Bo, Research Director, Professor
Fransson, Martin, Lecturer