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Which cultural and structural characteristics of a Customer Contact Centre contribute to the citizens’ perceived service performance?

Stronks, J. (2016) Which cultural and structural characteristics of a Customer Contact Centre contribute to the citizens’ perceived service performance?

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Abstract:The main goal of this thesis was to form an overview of which structural and cultural characteristics of a municipal Customer Contact Centre(CCC) are contributing to the citizens’ perceived service performance. This question is answered using a mixed methods approach. These mixed methods included the use of two separate surveys. The first survey is directed at the citizens of the municipality of Oldenzaal. This survey provided the citizens’ perceived service performance. The second survey was made for the employees and the managers of comparable municipalities to Oldenzaal. The answers of the respondents were used to gather the cultural and structural characteristics which might influence the citizens’ perceived service performance. Finally, the results of the two surveys were compared to gain an image on the characteristics that really contribute to the citizens’ perceived service performance. The overall cultural characteristics of a municipal Customer Contact Centre(CCC) that contribute to the citizens’ perceived service performance are: 1)The importance of the integration of service performance aspects as the core business. 2)The needs and capabilities of the citizens as a main determinant within the culture. 3)Integrity is one of the key aspects of the culture. 4)Good service climate aspects should be pursued as an essential part of the culture. 5)The “Family Culture” contributes the most to the citizens’ perceived service performance. 6)The “Adhocracy Culture” and the “Hierarchical Culture” contribute moderately well to the citizens’ perceived service performance. 7)The “Market Culture” contributes the least to the citizens’ perceived service performance. And the overall structural characteristics of a municipal Customer Contact Centre(CCC) that contribute to the citizens’ perceived service performance are: 1)A clear and organized CCC structure which enables the employees to maintain and expand the service performance. 2)A high but comprehensible amount of digitalisation used to be able to provide service to the citizens at all times. 3)A stable structure which enables a constant level of service performance. 4)Clear tasks for the Front- and Back offices. 5)Allocation of questions between the right persons to improve service delivery. 6)The CCC as a service and communication director within the organisation. 7)One compact and smart design.
Item Type:Essay (Master)
Clients:
Gemeente Oldenzaal, Oldenzaal, The Netherlands
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:85 business administration, organizational science, 88 social and public administration
Programme:Public Administration MSc (60020)
Link to this item:http://purl.utwente.nl/essays/71206
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