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:
    2022
  • 资助国家:
    加拿大
  • 起止时间:
    2022-01-01 至 2023-12-31
  • 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营管理行业观察家强调了将顾客满意纳入企业运营政策的重要性。然而,由于服务质量的多维度性及其对顾客行为的广泛影响,目前还缺乏分析模型。尽管服务访问质量已经在运营管理中得到了广泛的研究,但重点不是整体客户关系,并且服务访问质量与未来需求之间的联系通常被忽视。如果忽略顾客满意度对顾客保留和再光顾意愿的影响,不仅会导致企业高估或低估未来需求,做出次优的经营决策,而且会损害企业未来的营销活动。我的研究的长期目标是由这个问题指导的:“如何帮助管理者实现服务业的可持续增长?”我的目标是量化客户满意度对他们行为的影响,并捕捉运营决策,营销组合活动和服务质量之间的相互依赖关系。我将追求三个目标。A)更好地理解服务接入质量与客户行为之间的关系。服务访问措施在许多服务公司中被记录,特别是在呼叫中心中,并且可以与客户的反应相关联(例如,购买频率(购买频率)。利用数据分析技术,量化服务访问质量对客户行为的影响。B)优化经营决策,纳入客户满意度假设客户满意度可以通过改善服务访问质量来提高,它成为企业与客户关系的关键可控方面。我将开发一个分析框架,以跟踪客户流量对服务质量的反应。本文将建立两个模型来研究竞争的影响和战略客户的行为。C)协调营销和经营决策,纳入客户满意度通过协调经营和营销决策,企业可以有效地利用服务访问质量来控制客户对企业获取和保留努力的反应。我的目标是建立一个分析集成模型,耦合营销和运营决策,考虑客户满意度对他们未来需求的直接和间接影响。拟议的研究议程建立了一个易于分析的框架,推进我们对运营和营销决策之间复杂关系的理解,并使管理人员能够识别和分析管理公司增长的反馈回路。这种理解特别有利于新的创业公司,加拿大经济增长的未来驱动力,希望达到他们的目标增长率。

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)

数据更新时间:{{ journalArticles.updateTime }}

{{ item.title }}
{{ item.translation_title }}
  • DOI:
    {{ item.doi }}
  • 发表时间:
    {{ item.publish_year }}
  • 期刊:
  • 影响因子:
    {{ item.factor }}
  • 作者:
    {{ item.authors }}
  • 通讯作者:
    {{ item.author }}

数据更新时间:{{ journalArticles.updateTime }}

{{ item.title }}
  • 作者:
    {{ item.author }}

数据更新时间:{{ monograph.updateTime }}

{{ item.title }}
  • 作者:
    {{ item.author }}

数据更新时间:{{ sciAawards.updateTime }}

{{ item.title }}
  • 作者:
    {{ item.author }}

数据更新时间:{{ conferencePapers.updateTime }}

{{ item.title }}
  • 作者:
    {{ item.author }}

数据更新时间:{{ patent.updateTime }}

Araghi, Mojtaba其他文献

Araghi, Mojtaba的其他文献

{{ item.title }}
{{ item.translation_title }}
  • DOI:
    {{ item.doi }}
  • 发表时间:
    {{ item.publish_year }}
  • 期刊:
  • 影响因子:
    {{ item.factor }}
  • 作者:
    {{ item.authors }}
  • 通讯作者:
    {{ item.author }}

{{ 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:
    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:
    2020
  • 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

相似国自然基金

电商“顾客直连制造”(customer to manufacturer,电商C2M)模式供应链决策——基于博弈模型的研究
  • 批准号:
    72171051
  • 批准年份:
    2021
  • 资助金额:
    48.00 万元
  • 项目类别:
    面上项目

相似海外基金

The effect of customer satisfaction on design and profitability of supply chains
客户满意度对供应链设计和盈利能力的影响
  • 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
客户满意度对供应链设计和盈利能力的影响
  • 批准号:
    RGPIN-2016-04215
  • 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:
    2021
  • 资助金额:
    $ 1.46万
  • 项目类别:
    Discovery Grants Program - Individual
Social- Semantic Analysis of Social Media Interactions to assess customer satisfaction in transit agencies
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:
    536827-2018
  • 财政年份:
    2020
  • 资助金额:
    $ 1.46万
  • 项目类别:
    Collaborative Research and Development Grants
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:
    2020
  • 资助金额:
    $ 1.46万
  • 项目类别:
    Discovery Grants Program - Individual
Context-based prediction of network load to improve service quali-ty and customer satisfaction (T02#)
基于上下文的网络负载预测,以提高服务质量和客户满意度(T02
  • 批准号:
    441551362
  • 财政年份:
    2020
  • 资助金额:
    $ 1.46万
  • 项目类别:
    Collaborative Research Centres (Transfer Project)
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
The effect of customer satisfaction on design and profitability of supply chains
客户满意度对供应链设计和盈利能力的影响
  • 批准号:
    RGPIN-2016-04215
  • 财政年份:
    2019
  • 资助金额:
    $ 1.46万
  • 项目类别:
    Discovery Grants Program - Individual
Social- Semantic Analysis of Social Media Interactions to assess customer satisfaction in transit agencies
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:
    536827-2018
  • 财政年份:
    2019
  • 资助金额:
    $ 1.46万
  • 项目类别:
    Collaborative Research and Development Grants
An empirical research on the relationship between servant leadership, employee satisfaction and customer satisfaction
仆人式领导、员工满意度和顾客满意度关系的实证研究
  • 批准号:
    18J15342
  • 财政年份:
    2018
  • 资助金额:
    $ 1.46万
  • 项目类别:
    Grant-in-Aid for JSPS Fellows
{{ showInfoDetail.title }}

作者:{{ showInfoDetail.author }}

知道了