Customer relationship management field lab at PCDIGA- a critical examination of the after-sales business processes

Detalhes bibliográficos
Autor(a) principal: Pedro, Ana Rita Catana
Data de Publicação: 2019
Tipo de documento: Dissertação
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10362/67983
Resumo: The share of people ordering goods and services online has been increasingly steadily, whilst consumers are becoming more astute, demanding further immersive, intuitive interfaces; while expecting seamless buying experiences across all channels. This Work Project aims to analyse whether PCDIGA, a Portuguese multi-channel electronics retailer, is in fact optimizing its after-sales business processes taking into consideration the customer experience, as to guarantee more convenience and reduce friction from it. Through the knowledge and data collected, suggestions were made as to redesign the firm’s after-sales service business processes using a design thinking approach.
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spelling Customer relationship management field lab at PCDIGA- a critical examination of the after-sales business processesCRMDesign thinkingBusiness processesAfter-salesSeamless brand experienceDomínio/Área Científica::Ciências Sociais::Economia e GestãoThe share of people ordering goods and services online has been increasingly steadily, whilst consumers are becoming more astute, demanding further immersive, intuitive interfaces; while expecting seamless buying experiences across all channels. This Work Project aims to analyse whether PCDIGA, a Portuguese multi-channel electronics retailer, is in fact optimizing its after-sales business processes taking into consideration the customer experience, as to guarantee more convenience and reduce friction from it. Through the knowledge and data collected, suggestions were made as to redesign the firm’s after-sales service business processes using a design thinking approach.Cardoso, ElizabeteRUNPedro, Ana Rita Catana2022-06-01T00:31:32Z2019-01-172019-01-17T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttp://hdl.handle.net/10362/67983TID:202223329enginfo:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-03-11T04:32:03Zoai:run.unl.pt:10362/67983Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T03:34:40.700610Repositório 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 Customer relationship management field lab at PCDIGA- a critical examination of the after-sales business processes
title Customer relationship management field lab at PCDIGA- a critical examination of the after-sales business processes
spellingShingle Customer relationship management field lab at PCDIGA- a critical examination of the after-sales business processes
Pedro, Ana Rita Catana
CRM
Design thinking
Business processes
After-sales
Seamless brand experience
Domínio/Área Científica::Ciências Sociais::Economia e Gestão
title_short Customer relationship management field lab at PCDIGA- a critical examination of the after-sales business processes
title_full Customer relationship management field lab at PCDIGA- a critical examination of the after-sales business processes
title_fullStr Customer relationship management field lab at PCDIGA- a critical examination of the after-sales business processes
title_full_unstemmed Customer relationship management field lab at PCDIGA- a critical examination of the after-sales business processes
title_sort Customer relationship management field lab at PCDIGA- a critical examination of the after-sales business processes
author Pedro, Ana Rita Catana
author_facet Pedro, Ana Rita Catana
author_role author
dc.contributor.none.fl_str_mv Cardoso, Elizabete
RUN
dc.contributor.author.fl_str_mv Pedro, Ana Rita Catana
dc.subject.por.fl_str_mv CRM
Design thinking
Business processes
After-sales
Seamless brand experience
Domínio/Área Científica::Ciências Sociais::Economia e Gestão
topic CRM
Design thinking
Business processes
After-sales
Seamless brand experience
Domínio/Área Científica::Ciências Sociais::Economia e Gestão
description The share of people ordering goods and services online has been increasingly steadily, whilst consumers are becoming more astute, demanding further immersive, intuitive interfaces; while expecting seamless buying experiences across all channels. This Work Project aims to analyse whether PCDIGA, a Portuguese multi-channel electronics retailer, is in fact optimizing its after-sales business processes taking into consideration the customer experience, as to guarantee more convenience and reduce friction from it. Through the knowledge and data collected, suggestions were made as to redesign the firm’s after-sales service business processes using a design thinking approach.
publishDate 2019
dc.date.none.fl_str_mv 2019-01-17
2019-01-17T00:00:00Z
2022-06-01T00:31:32Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/masterThesis
format masterThesis
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10362/67983
TID:202223329
url http://hdl.handle.net/10362/67983
identifier_str_mv TID:202223329
dc.language.iso.fl_str_mv eng
language eng
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eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.source.none.fl_str_mv 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
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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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