A Maturity Model for the Internationalization of Customer Care in the Automotive Industry

Item Type Conference or Workshop Item (Paper)
Abstract

In the context of customer relationship management, customer care management takes the role of dealing with customer requests as well as complaints. Organizations have to ensure that service quality in customer care centers meets the customers' expectations to ensure customer satisfaction. The maturity model developed in this paper aims to support a global automotive manufacturer in his activities to identify the current state of customer care management of regional distributors and provide guidance for improvement initiatives in the areas processes, systems and organization. The paper shows the potential of maturity models as management tool for company and industry specific domains, in this case for the management of the internationalization of customer care. The novelty of this research lies in the explorative evaluation of the use of maturity models within an organization to support the internationalization of global customer care standards, best-practices and guidelines that lead to a globally consistent customer care service quality.

Authors Schindlholzer, Bernhard; Gysi, Lukas; Klaas, Michael & Brenner, Walter
Research Team IWI4
Language German
Subjects information management
HSG Classification not classified
Refereed No
Date 13 July 2009
Title of Book Proceesings of the European and Mediterranean Conference on Information Systems
Event Title European and Mediterranean Conference on Information Systems (EMCIS 2009)
Event Location Izmir
Event Dates 13.-14.07.2009
Depositing User Bernhard Schindlholzer
Date Deposited 12 Mar 2012 10:02
Last Modified 14 Mar 2018 08:17
URI: https://www.alexandria.unisg.ch/publications/214492

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Citation

Schindlholzer, Bernhard; Gysi, Lukas; Klaas, Michael & Brenner, Walter: A Maturity Model for the Internationalization of Customer Care in the Automotive Industry. 2009. - European and Mediterranean Conference on Information Systems (EMCIS 2009). - Izmir.

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https://www.alexandria.unisg.ch/id/eprint/214492
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