Customer relationship management field lab at PCDIGA- a critical examination of the after-sales business processes
Autor(a) principal: | |
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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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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 |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
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 |
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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1799137969213276160 |