The Efficiency of Listening Tools’ Usage in Customer Relationship Management: The case of telecom companies.
Autor(a) principal: | |
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Data de Publicação: | 2018 |
Outros Autores: | |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | http://u3isjournal.isvouga.pt/index.php/ijmcnm/article/view/315 |
Resumo: | The purpose of this paper is to examine the utilization of listening tools by telecommunication companies to obtain information about customer preferences, needs, and perceptions of companies’ performance to facilitate customer relationship management and to identify some leading activities for managing customer relationships and satisfaction. A survey addressed to employees at three management levels (top, middle, and operational) at the three leading mobile telecommunication companies in Saudi Arabia. The most effective listening tools are those that align with the organization’s objectives. Further, the results reveal that Saudi telecommunication companies implement various processes and approaches to increase customer satisfaction and retention. A further study might expand the scope of this research by observing only social media platforms in a complaint-handling context. Additionally, the uses and benefits of listening tools and their impact on customer satisfaction and relationships might differ across different consumer business service sectors. The findings will shed some light on the telecommunication sector in Saudi Arabia for policymakers and administrators for the purpose of planning, designing, and using listening tools in customer relationship efficiently and effectively. Telecommunication companies should invest in advanced technology and prioritize social media to get in touch with customers and be close to them. The primary contribution of this research is its discussion of a variety of customer listening tools used by Saudi telecommunication companies. Additionally, this study profiled the factors drawn from the major objectives of using listening tools in two main areas: customer satisfaction and customer relationship. |
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The Efficiency of Listening Tools’ Usage in Customer Relationship Management: The case of telecom companies.Listening Tools; Customer Relations; Customer Satisfaction; Customer ServiceThe purpose of this paper is to examine the utilization of listening tools by telecommunication companies to obtain information about customer preferences, needs, and perceptions of companies’ performance to facilitate customer relationship management and to identify some leading activities for managing customer relationships and satisfaction. A survey addressed to employees at three management levels (top, middle, and operational) at the three leading mobile telecommunication companies in Saudi Arabia. The most effective listening tools are those that align with the organization’s objectives. Further, the results reveal that Saudi telecommunication companies implement various processes and approaches to increase customer satisfaction and retention. A further study might expand the scope of this research by observing only social media platforms in a complaint-handling context. Additionally, the uses and benefits of listening tools and their impact on customer satisfaction and relationships might differ across different consumer business service sectors. The findings will shed some light on the telecommunication sector in Saudi Arabia for policymakers and administrators for the purpose of planning, designing, and using listening tools in customer relationship efficiently and effectively. Telecommunication companies should invest in advanced technology and prioritize social media to get in touch with customers and be close to them. The primary contribution of this research is its discussion of a variety of customer listening tools used by Saudi telecommunication companies. Additionally, this study profiled the factors drawn from the major objectives of using listening tools in two main areas: customer satisfaction and customer relationship. ISVOUGA - Instituto Superior de Entre Douro e Vouga2018-12-31T00:00:00Zjournal articleinfo:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttp://u3isjournal.isvouga.pt/index.php/ijmcnm/article/view/315oai:u3isjournal.isvouga.pt:article/315International Journal of Marketing, Communication and New Media; Vol 6, No 11 (2018)2182-9306reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAPenghttp://u3isjournal.isvouga.pt/index.php/ijmcnm/article/view/315http://u3isjournal.isvouga.pt/index.php/ijmcnm/article/view/315/185http://u3isjournal.isvouga.pt/index.php/ijmcnm/article/downloadSuppFile/315/193http://u3isjournal.isvouga.pt/index.php/ijmcnm/article/downloadSuppFile/315/209Copyright (c) 2018 International Journal of Marketing, Communication and New Mediahttps://creativecommons.org/licenses/by-nc-sa/4.0info:eu-repo/semantics/openAccessAlwahaishi, SalehTalet, Amine Nehari2022-09-22T10:30:34Zoai:u3isjournal.isvouga.pt:article/315Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T15:58:21.246485Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse |
dc.title.none.fl_str_mv |
The Efficiency of Listening Tools’ Usage in Customer Relationship Management: The case of telecom companies. |
title |
The Efficiency of Listening Tools’ Usage in Customer Relationship Management: The case of telecom companies. |
spellingShingle |
The Efficiency of Listening Tools’ Usage in Customer Relationship Management: The case of telecom companies. Alwahaishi, Saleh Listening Tools; Customer Relations; Customer Satisfaction; Customer Service |
title_short |
The Efficiency of Listening Tools’ Usage in Customer Relationship Management: The case of telecom companies. |
title_full |
The Efficiency of Listening Tools’ Usage in Customer Relationship Management: The case of telecom companies. |
title_fullStr |
The Efficiency of Listening Tools’ Usage in Customer Relationship Management: The case of telecom companies. |
title_full_unstemmed |
The Efficiency of Listening Tools’ Usage in Customer Relationship Management: The case of telecom companies. |
title_sort |
The Efficiency of Listening Tools’ Usage in Customer Relationship Management: The case of telecom companies. |
author |
Alwahaishi, Saleh |
author_facet |
Alwahaishi, Saleh Talet, Amine Nehari |
author_role |
author |
author2 |
Talet, Amine Nehari |
author2_role |
author |
dc.contributor.author.fl_str_mv |
Alwahaishi, Saleh Talet, Amine Nehari |
dc.subject.por.fl_str_mv |
Listening Tools; Customer Relations; Customer Satisfaction; Customer Service |
topic |
Listening Tools; Customer Relations; Customer Satisfaction; Customer Service |
description |
The purpose of this paper is to examine the utilization of listening tools by telecommunication companies to obtain information about customer preferences, needs, and perceptions of companies’ performance to facilitate customer relationship management and to identify some leading activities for managing customer relationships and satisfaction. A survey addressed to employees at three management levels (top, middle, and operational) at the three leading mobile telecommunication companies in Saudi Arabia. The most effective listening tools are those that align with the organization’s objectives. Further, the results reveal that Saudi telecommunication companies implement various processes and approaches to increase customer satisfaction and retention. A further study might expand the scope of this research by observing only social media platforms in a complaint-handling context. Additionally, the uses and benefits of listening tools and their impact on customer satisfaction and relationships might differ across different consumer business service sectors. The findings will shed some light on the telecommunication sector in Saudi Arabia for policymakers and administrators for the purpose of planning, designing, and using listening tools in customer relationship efficiently and effectively. Telecommunication companies should invest in advanced technology and prioritize social media to get in touch with customers and be close to them. The primary contribution of this research is its discussion of a variety of customer listening tools used by Saudi telecommunication companies. Additionally, this study profiled the factors drawn from the major objectives of using listening tools in two main areas: customer satisfaction and customer relationship. |
publishDate |
2018 |
dc.date.none.fl_str_mv |
2018-12-31T00:00:00Z |
dc.type.driver.fl_str_mv |
journal article info:eu-repo/semantics/article |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://u3isjournal.isvouga.pt/index.php/ijmcnm/article/view/315 oai:u3isjournal.isvouga.pt:article/315 |
url |
http://u3isjournal.isvouga.pt/index.php/ijmcnm/article/view/315 |
identifier_str_mv |
oai:u3isjournal.isvouga.pt:article/315 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
http://u3isjournal.isvouga.pt/index.php/ijmcnm/article/view/315 http://u3isjournal.isvouga.pt/index.php/ijmcnm/article/view/315/185 http://u3isjournal.isvouga.pt/index.php/ijmcnm/article/downloadSuppFile/315/193 http://u3isjournal.isvouga.pt/index.php/ijmcnm/article/downloadSuppFile/315/209 |
dc.rights.driver.fl_str_mv |
Copyright (c) 2018 International Journal of Marketing, Communication and New Media https://creativecommons.org/licenses/by-nc-sa/4.0 info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Copyright (c) 2018 International Journal of Marketing, Communication and New Media https://creativecommons.org/licenses/by-nc-sa/4.0 |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
ISVOUGA - Instituto Superior de Entre Douro e Vouga |
publisher.none.fl_str_mv |
ISVOUGA - Instituto Superior de Entre Douro e Vouga |
dc.source.none.fl_str_mv |
International Journal of Marketing, Communication and New Media; Vol 6, No 11 (2018) 2182-9306 reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação instacron:RCAAP |
instname_str |
Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
instacron_str |
RCAAP |
institution |
RCAAP |
reponame_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
collection |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
repository.name.fl_str_mv |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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1799130451033456640 |