Incorporating Customer Satisfaction into Service Operations Management

将客户满意度纳入服务运营管理

基本信息

  • 批准号:
    RGPIN-2017-05297
  • 负责人:
  • 金额:
    $ 1.46万
  • 依托单位:
  • 依托单位国家:
    加拿大
  • 项目类别:
    Discovery Grants Program - Individual
  • 财政年份:
    2020
  • 资助国家:
    加拿大
  • 起止时间:
    2020-01-01 至 2021-12-31
  • 项目状态:
    已结题

项目摘要

Incorporating Customer Satisfaction into Service Operations Management Industry observers have emphasized the importance of incorporating customer satisfaction into firms' operational policies. However, there is a lack of analytical models due to the multidimensionality of service quality and its wide range of impacts on customers' behavior. Despite service access quality has been extensively studied in operations management, the focus is not on the overall customer relationship and the link between the service access quality and future demand is usually overlooked. By ignoring the effect of customers' satisfaction on their retention and repatronage intention, not only firms may over or under-estimate the future demand and take suboptimal operational decisions, but also they may harm their future marketing activities. The long term objective of my research is guided by the question: “How to help managers to achieve a sustainable growth in the service industry?” My goal is to quantify the impact of customers' satisfaction on their behavior and capture the interdependencies among operational decisions, marketing mix activities, and the service quality. I'll pursue three objectives. A) Better understanding the relationship between service access quality and customers' behavior. Service access measures are recorded in many service firms, specifically in call centers and can be linked to customers' reactions (e.g., retention or purchase frequency). Using data analytics techniques, I aim to quantify the effects of service access quality on customers' behavior. B) Optimizing operational decisions, incorporating customer satisfaction. Assuming customer satisfaction can be increased by improving service access quality, it becomes a key controllable aspect of a firm's relation with its customers. I will develop an analytical framework to track the flow of customers in response to service quality. Two models will be built to study the effect of competition and the behavior of strategic customers. C) Coordinating marketing and operational decisions, incorporating customer satisfaction. By coordinating operations and marketing decisions, a firm can effectively leverage service access quality to control customers' responses to the firm's acquisition and retention efforts. I aim to build an analytical integrated model that couple marketing and operational decisions, considering direct and indirect impacts of customers' satisfaction on their future demand. The proposed research agenda builds an analytically tractable framework that advances our understanding of the complex relation between operations and marketing decisions, and enables managers to identify and analyze feedback loops that govern the growth of the firm. This understanding is specifically beneficial for new startups, future drivers of Canadian economic growth, looking to reach their target growth rate.
将顾客满意纳入服务运作管理

项目成果

期刊论文数量(0)
专著数量(0)
科研奖励数量(0)
会议论文数量(0)
专利数量(0)

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Araghi, Mojtaba其他文献

Araghi, Mojtaba的其他文献

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{{ truncateString('Araghi, Mojtaba', 18)}}的其他基金

Incorporating Customer Satisfaction into Service Operations Management
将客户满意度纳入服务运营管理
  • 批准号:
    RGPIN-2017-05297
  • 财政年份:
    2022
  • 资助金额:
    $ 1.46万
  • 项目类别:
    Discovery Grants Program - Individual
Incorporating Customer Satisfaction into Service Operations Management
将客户满意度纳入服务运营管理
  • 批准号:
    RGPIN-2017-05297
  • 财政年份:
    2021
  • 资助金额:
    $ 1.46万
  • 项目类别:
    Discovery Grants Program - Individual
Incorporating Customer Satisfaction into Service Operations Management
将客户满意度纳入服务运营管理
  • 批准号:
    RGPIN-2017-05297
  • 财政年份:
    2019
  • 资助金额:
    $ 1.46万
  • 项目类别:
    Discovery Grants Program - Individual
Incorporating Customer Satisfaction into Service Operations Management
将客户满意度纳入服务运营管理
  • 批准号:
    RGPIN-2017-05297
  • 财政年份:
    2018
  • 资助金额:
    $ 1.46万
  • 项目类别:
    Discovery Grants Program - Individual
Incorporating Customer Satisfaction into Service Operations Management
将客户满意度纳入服务运营管理
  • 批准号:
    RGPIN-2017-05297
  • 财政年份:
    2017
  • 资助金额:
    $ 1.46万
  • 项目类别:
    Discovery Grants Program - Individual

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Incorporating Customer Satisfaction into Service Operations Management
将客户满意度纳入服务运营管理
  • 批准号:
    RGPIN-2017-05297
  • 财政年份:
    2022
  • 资助金额:
    $ 1.46万
  • 项目类别:
    Discovery Grants Program - Individual
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  • 批准号:
    RGPIN-2016-04215
  • 财政年份:
    2022
  • 资助金额:
    $ 1.46万
  • 项目类别:
    Discovery Grants Program - Individual
The effect of customer satisfaction on design and profitability of supply chains
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  • 财政年份:
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  • 资助金额:
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  • 项目类别:
    Discovery Grants Program - Individual
Incorporating Customer Satisfaction into Service Operations Management
将客户满意度纳入服务运营管理
  • 批准号:
    RGPIN-2017-05297
  • 财政年份:
    2021
  • 资助金额:
    $ 1.46万
  • 项目类别:
    Discovery Grants Program - Individual
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  • 财政年份:
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  • 项目类别:
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Incorporating Customer Satisfaction into Service Operations Management
将客户满意度纳入服务运营管理
  • 批准号:
    RGPIN-2017-05297
  • 财政年份:
    2019
  • 资助金额:
    $ 1.46万
  • 项目类别:
    Discovery Grants Program - Individual
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    RGPIN-2016-04215
  • 财政年份:
    2019
  • 资助金额:
    $ 1.46万
  • 项目类别:
    Discovery Grants Program - Individual
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社交媒体交互的社会语义分析,以评估公交机构的客户满意度
  • 批准号:
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  • 财政年份:
    2019
  • 资助金额:
    $ 1.46万
  • 项目类别:
    Collaborative Research and Development Grants
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客户满意度对供应链设计和盈利能力的影响
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    RGPIN-2016-04215
  • 财政年份:
    2018
  • 资助金额:
    $ 1.46万
  • 项目类别:
    Discovery Grants Program - Individual
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