University of Twente Student Theses
How can the alignment between service provider service quality and customer usage process be studied from a value in use perspective?
Slot, Robin Dion (2020) How can the alignment between service provider service quality and customer usage process be studied from a value in use perspective?
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| Abstract: | In business-to-business markets there is a significant trend over the last few decades towards holding fewer and closer business relationships. In that sense, the focus is shifting away from a transaction focus (selling as much one can to many customers) to a relationship focus (having a long term perspective for value creation with existing customers). Therefore, it is a challenge for companies to understand what customers value in a business relationship. Service quality and customer usage process quality are important terms to identify the value perceptions of customers. However, the literature indicates that companies struggle to identify what customers truly find important in business relationships. Despite its attention, the current literature about value assessment of service providers doesn’t elaborate what customers find important when it comes to service quality and customers usage process quality. This study aims to fill the gap in literature in a case where service quality isn’t optimal aligned with customer usage process quality. This is a qualitative study that focuses on the value assessment of customers. A model for the assessment of value perception is proposed and explored with the context of a service provider. The exploration of this model is based on the answers from the interviewees. This paper will discuss, apply and describe relevant constructs and variables in relationship management from a value-in-use perspective. Finally, this study will deliver a new model with the most relevant constructs and variables in relationship management for service providers. Implications about how a service provider can better align their service quality with their customer usage process are also explained. |
| Item Type: | Essay (Master) |
| Faculty: | BMS: Behavioural, Management and Social Sciences |
| Subject: | 85 business administration, organizational science |
| Programme: | Business Administration MSc (60644) |
| Link to this item: | https://purl.utwente.nl/essays/80437 |
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