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A Maturity Model for the Internationalization of Customer Care in the Automotive Industry
Type
conference paper
Date Issued
2009-07-13
Author(s)
Research Team
IWI4
Abstract (De)
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.
Language
German
HSG Classification
not classified
Refereed
No
Book title
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 Date
13.-14.07.2009
Subject(s)
Division(s)
Eprints ID
214492