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An Action Research Project to Develo...

Prentice, Erica.

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An Action Research Project to Develop and Implement a Customer Care Policy and Customer Complaints Handling Process at Real Estate Solutions Company Limited: A Special Purpose State Enterprise in Trinidad and Tobago.

Record Type:	Electronic resources : Monograph/item
Title/Author:	An Action Research Project to Develop and Implement a Customer Care Policy and Customer Complaints Handling Process at Real Estate Solutions Company Limited: A Special Purpose State Enterprise in Trinidad and Tobago./
Author:	Prentice, Erica.
Published:	Ann Arbor : ProQuest Dissertations & Theses, : 2020,
Description:	191 p.
Notes:	Source: Dissertations Abstracts International, Volume: 82-10, Section: A.
Contained By:	Dissertations Abstracts International82-10A.
Subject:	Complaints. -
Online resource:	https://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=28330416
ISBN:	9798597032849

An Action Research Project to Develop and Implement a Customer Care Policy and Customer Complaints Handling Process at Real Estate Solutions Company Limited: A Special Purpose State Enterprise in Trinidad and Tobago.
Prentice, Erica.

An Action Research Project to Develop and Implement a Customer Care Policy and Customer Complaints Handling Process at Real Estate Solutions Company Limited: A Special Purpose State Enterprise in Trinidad and Tobago. - Ann Arbor : ProQuest Dissertations & Theses, 2020 - 191 p.

Source: Dissertations Abstracts International, Volume: 82-10, Section: A.

Thesis (D.B.A.)--The University of Liverpool (United Kingdom), 2020.

This item must not be sold to any third party vendors.

Historically, very little attention has been directed towards enhancing customer relationships in the real estate industry more so in Special Purpose State Enterprises (SPSEs) that are landlords. In spite of the fact that there has been some movement towards embracing Customer Relationship Management (CRM), customer care and complaints handling in the real estate industry, SPSEs continue to lag behind.The thesis critically analyses the state of CRM, customer care and complaints handling at Real Estate Solutions Company Limited (RESL), a SPSE located in Trinidad and Tobago with a view to developing and implementing a Customer Care Policy and complaints handling process. Specifically, it investigates why RESL has placed limited focus on CRM, whether publicness has impacted the company's ability to deliver excellent customer care to its tenants and will embedding complaints handling improve the company's financial position.To answer my three research questions under investigation, the method of action research was used. An action research group of key customer facing employees from RESL was formed to engage in collaborative inquiry into the issues of customer care and complaints handling. The group and I were engaged in the co-creation of knowledge, development of the Customer Care Policy and customer complaints handling process. In addition to the work undertaken by the research group, interviews were conducted with executive management and senior Managers and the outcomes were subject to thematic analysis. A case example demonstrating lengthy delays in customer care delivery to a RESL tenant was analysed and a questionnaire was administered to all employees to solicit their opinions on customer care at the company.The results of the practical intervention unearthed overarching themes of the transactional nature of the landlord-tenant relationship, the fetter of RESL being a SPSE, executive inertia, silo thinking and behaviour and negligence in handling customer complaints . The results of the inquiry also find RESL in a weak position in the face of its tenants, as customer care is accorded lip service in corporate documents whilst attention is directed towards capital projects with more visible results. The results suggest the need for SPSEs to develop mechanisms to insulate themselves from the uncertainty of five year political cycles as well as redesign work processed if they are to deliver customer value in keeping with their landlord-tenant leasing arrangement. As insider action researcher, I worked collaboratively with the action research group throughout the inquiry and reflected on the challenges of embedding change in organisations especially SPSEs. Work streams for future research are recommended, given the paucity of research and publication on corporate real estate management and customer care delivery in SPSEs in the Caribbean region.

ISBN: 9798597032849Subjects--Topical Terms:

3560949
Complaints.
Subjects--Index Terms:

Real estate

An Action Research Project to Develop and Implement a Customer Care Policy and Customer Complaints Handling Process at Real Estate Solutions Company Limited: A Special Purpose State Enterprise in Trinidad and Tobago.
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500 $a Advisor: Rostron, Alison;Ellwood, Paul.
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520 $a Historically, very little attention has been directed towards enhancing customer relationships in the real estate industry more so in Special Purpose State Enterprises (SPSEs) that are landlords. In spite of the fact that there has been some movement towards embracing Customer Relationship Management (CRM), customer care and complaints handling in the real estate industry, SPSEs continue to lag behind.The thesis critically analyses the state of CRM, customer care and complaints handling at Real Estate Solutions Company Limited (RESL), a SPSE located in Trinidad and Tobago with a view to developing and implementing a Customer Care Policy and complaints handling process. Specifically, it investigates why RESL has placed limited focus on CRM, whether publicness has impacted the company's ability to deliver excellent customer care to its tenants and will embedding complaints handling improve the company's financial position.To answer my three research questions under investigation, the method of action research was used. An action research group of key customer facing employees from RESL was formed to engage in collaborative inquiry into the issues of customer care and complaints handling. The group and I were engaged in the co-creation of knowledge, development of the Customer Care Policy and customer complaints handling process. In addition to the work undertaken by the research group, interviews were conducted with executive management and senior Managers and the outcomes were subject to thematic analysis. A case example demonstrating lengthy delays in customer care delivery to a RESL tenant was analysed and a questionnaire was administered to all employees to solicit their opinions on customer care at the company.The results of the practical intervention unearthed overarching themes of the transactional nature of the landlord-tenant relationship, the fetter of RESL being a SPSE, executive inertia, silo thinking and behaviour and negligence in handling customer complaints . The results of the inquiry also find RESL in a weak position in the face of its tenants, as customer care is accorded lip service in corporate documents whilst attention is directed towards capital projects with more visible results. The results suggest the need for SPSEs to develop mechanisms to insulate themselves from the uncertainty of five year political cycles as well as redesign work processed if they are to deliver customer value in keeping with their landlord-tenant leasing arrangement. As insider action researcher, I worked collaboratively with the action research group throughout the inquiry and reflected on the challenges of embedding change in organisations especially SPSEs. Work streams for future research are recommended, given the paucity of research and publication on corporate real estate management and customer care delivery in SPSEs in the Caribbean region.
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653 $a Customer service
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