Matches in SemOpenAlex for { <https://semopenalex.org/work/W2549722436> ?p ?o ?g. }
Showing items 1 to 72 of
72
with 100 items per page.
- W2549722436 abstract "A review and critique of the article by Persson from a Theory of Knowledge Management (TKM) perspective. The study examines not only cost containment measures, but takes a view on behavioural management as well. An overview of TKM is provided. TKM is then linked to the article’s three theories regarding costs, along with three methods for proposed reduction of direct costs related to the customer service programs of the firm. Two assumptions are made in the article: costs can be lowered while customer satisfaction ratings are maintained, and some diminution of customer retention rates is tolerable, provided a cost savings is net. These assumptions are demonstrated evidence of the cultural facets of TKM. Three case studies are presented with three qualitative examples of cost mitigation and increased customer satisfaction with the common aspect of diverting customers to self-service options over costly in-person interactions. However, it is suggested that additional and consistent quantitative evidence across the cases, especially in regards to the firms’ cost savings outcomes, would have provided further strength to the argument." @default.
- W2549722436 created "2016-11-30" @default.
- W2549722436 creator A5030563806 @default.
- W2549722436 date "2016-01-01" @default.
- W2549722436 modified "2023-09-27" @default.
- W2549722436 title "Critical Analysis of 'Profitable Customer Management: Reducing Costs by Influencing Customer Behaviour' (Persson, 2013)" @default.
- W2549722436 doi "https://doi.org/10.2139/ssrn.2872669" @default.
- W2549722436 hasPublicationYear "2016" @default.
- W2549722436 type Work @default.
- W2549722436 sameAs 2549722436 @default.
- W2549722436 citedByCount "0" @default.
- W2549722436 crossrefType "journal-article" @default.
- W2549722436 hasAuthorship W2549722436A5030563806 @default.
- W2549722436 hasConcept C101276457 @default.
- W2549722436 hasConcept C12713177 @default.
- W2549722436 hasConcept C140781008 @default.
- W2549722436 hasConcept C144133560 @default.
- W2549722436 hasConcept C154945302 @default.
- W2549722436 hasConcept C162853370 @default.
- W2549722436 hasConcept C185592680 @default.
- W2549722436 hasConcept C191511416 @default.
- W2549722436 hasConcept C2778820799 @default.
- W2549722436 hasConcept C2780378061 @default.
- W2549722436 hasConcept C31367271 @default.
- W2549722436 hasConcept C40700 @default.
- W2549722436 hasConcept C41008148 @default.
- W2549722436 hasConcept C53878828 @default.
- W2549722436 hasConcept C55493867 @default.
- W2549722436 hasConcept C98184364 @default.
- W2549722436 hasConceptScore W2549722436C101276457 @default.
- W2549722436 hasConceptScore W2549722436C12713177 @default.
- W2549722436 hasConceptScore W2549722436C140781008 @default.
- W2549722436 hasConceptScore W2549722436C144133560 @default.
- W2549722436 hasConceptScore W2549722436C154945302 @default.
- W2549722436 hasConceptScore W2549722436C162853370 @default.
- W2549722436 hasConceptScore W2549722436C185592680 @default.
- W2549722436 hasConceptScore W2549722436C191511416 @default.
- W2549722436 hasConceptScore W2549722436C2778820799 @default.
- W2549722436 hasConceptScore W2549722436C2780378061 @default.
- W2549722436 hasConceptScore W2549722436C31367271 @default.
- W2549722436 hasConceptScore W2549722436C40700 @default.
- W2549722436 hasConceptScore W2549722436C41008148 @default.
- W2549722436 hasConceptScore W2549722436C53878828 @default.
- W2549722436 hasConceptScore W2549722436C55493867 @default.
- W2549722436 hasConceptScore W2549722436C98184364 @default.
- W2549722436 hasLocation W25497224361 @default.
- W2549722436 hasOpenAccess W2549722436 @default.
- W2549722436 hasPrimaryLocation W25497224361 @default.
- W2549722436 hasRelatedWork W1581506123 @default.
- W2549722436 hasRelatedWork W1603750358 @default.
- W2549722436 hasRelatedWork W1999505525 @default.
- W2549722436 hasRelatedWork W2014977784 @default.
- W2549722436 hasRelatedWork W2025620021 @default.
- W2549722436 hasRelatedWork W2040341106 @default.
- W2549722436 hasRelatedWork W2048531270 @default.
- W2549722436 hasRelatedWork W2062554741 @default.
- W2549722436 hasRelatedWork W2108231206 @default.
- W2549722436 hasRelatedWork W2134968305 @default.
- W2549722436 hasRelatedWork W2140877597 @default.
- W2549722436 hasRelatedWork W2141923194 @default.
- W2549722436 hasRelatedWork W2142274664 @default.
- W2549722436 hasRelatedWork W2210641487 @default.
- W2549722436 hasRelatedWork W2229950211 @default.
- W2549722436 hasRelatedWork W2242484135 @default.
- W2549722436 hasRelatedWork W2328694594 @default.
- W2549722436 hasRelatedWork W2737834645 @default.
- W2549722436 hasRelatedWork W3112401583 @default.
- W2549722436 hasRelatedWork W3156441142 @default.
- W2549722436 isParatext "false" @default.
- W2549722436 isRetracted "false" @default.
- W2549722436 magId "2549722436" @default.
- W2549722436 workType "article" @default.