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Customer efficiency: Concept and its...

Xue, Mei.

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Customer efficiency: Concept and its impact on service management.

紀錄類型:	書目-電子資源 : Monograph/item
正題名/作者:	Customer efficiency: Concept and its impact on service management./
作者:	Xue, Mei.
面頁冊數:	205 p.
附註:	Source: Dissertation Abstracts International, Volume: 63-11, Section: A, page: 4013.
Contained By:	Dissertation Abstracts International63-11A.
標題:	Business Administration, Management. -
電子資源:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3073078
ISBN:	0493929673

Customer efficiency: Concept and its impact on service management.
Xue, Mei.

Customer efficiency: Concept and its impact on service management. - 205 p.

Source: Dissertation Abstracts International, Volume: 63-11, Section: A, page: 4013.

Thesis (Ph.D.)--University of Pennsylvania, 2002.

This dissertation investigates the impact of the increasing participation of customers in service delivery processes that has been enabled by the advances in information technology. The concept of Customer Efficiency (CE) is introduced along with a conceptual framework for Customer Efficiency Management (CEM) described in Chapter 2. In Chapter 3, a game-theoretic model is developed in order to study competition among service providers when self-service is an option. The analysis of the equilibria from this model shows that, given average customer efficiency, the proportion of the service task outsourced to the customer is a decisive factor in the resulting competitive equilibria. A large-scale empirical study to investigate the impact of self-service on service delivery costs and customer-firm relationship in retail banking is described in Chapter 4. These results show that self-service through the Internet has a significant migration effect on personal service and, consequently, saves service delivery costs and improves customer efficiency. Contrary to conventional wisdom, we find no evidence that increasing levels of self-service damage customer relationships.

ISBN: 0493929673Subjects--Topical Terms:

626628
Business Administration, Management.

Customer efficiency: Concept and its impact on service management.
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520 $a This dissertation investigates the impact of the increasing participation of customers in service delivery processes that has been enabled by the advances in information technology. The concept of Customer Efficiency (CE) is introduced along with a conceptual framework for Customer Efficiency Management (CEM) described in Chapter 2. In Chapter 3, a game-theoretic model is developed in order to study competition among service providers when self-service is an option. The analysis of the equilibria from this model shows that, given average customer efficiency, the proportion of the service task outsourced to the customer is a decisive factor in the resulting competitive equilibria. A large-scale empirical study to investigate the impact of self-service on service delivery costs and customer-firm relationship in retail banking is described in Chapter 4. These results show that self-service through the Internet has a significant migration effect on personal service and, consequently, saves service delivery costs and improves customer efficiency. Contrary to conventional wisdom, we find no evidence that increasing levels of self-service damage customer relationships.
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