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Uppfatta och reagera: En kvalitativ studie om IT-relaterade resursers roll i kundkännedomsprocesser och kundresponskapacitet
Umeå University, Faculty of Social Sciences, Department of Informatics.
Umeå University, Faculty of Social Sciences, Department of Informatics.
2014 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

The structures of organizations have gone through a dramatic change over the last years; as a result customer service is no longer a small side activity but a critical part in customer relationship management. Development in information technology has created opportunities as well as challenges for organizations when it comes to providing a customer service with capacity of sensing and responding to customers' needs. Previous research shows a relationship between customer response capability and customer knowledge processeses, this study investigates and confirms this relationship. However, findings show that dedication and understanding for customers needs has a direct impact on both customer response capability and customer knowledge processeses, this result indicates that customer knowledge processes and customer relationship management are difficult to differentiate. Furthermore, this study explores IT-related resources impact on customer response capability and customer knowledge processes. Results show that categories of IT-related resources affects customer response capability and customer knowledge processes, however this impact occurs on different levels.

Place, publisher, year, edition, pages
2014. , 43 p.
Series
Informatik Student Paper Bachelor (INFSPB), SPB 2014.08
Keyword [sv]
Kundresponskapacitet, kundresponsexpertis, kundresponsfart, kundkännedomsprocesser, IT-relaterade resurser
National Category
Information Systems, Social aspects
Identifiers
URN: urn:nbn:se:umu:diva-90146OAI: oai:DiVA.org:umu-90146DiVA: diva2:726107
External cooperation
Anonym
Educational program
Programme in Behavioural Analysis of IT-Environments
Supervisors
Examiners
Available from: 2014-06-18 Created: 2014-06-17 Last updated: 2014-06-18Bibliographically approved

Open Access in DiVA

Bergqvist och Åhlin 2014(582 kB)182 downloads
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File name FULLTEXT01.pdfFile size 582 kBChecksum SHA-512
2cfa7b5220d57ac69b0ca9daac4ccea401b9fa62c2a25f1219eb998ca0ce107e36fde3331e7bda09a966c9eaabbd1de872ba2beea09e149b074bf7d504b01e91
Type fulltextMimetype application/pdf

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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf