![]() ![]() ![]() This research satisfies the identified need to improve internal customer satisfaction based on quality and timely delivery of resources. The document provides the results of the model and its application in the biotechnology industry in Cuba, through a procedure designed for its implementation. The level of customer satisfaction and the costs incurred are determined In addition, the influence of the level of integration of support services on the results of the model is taken into account. As a methodology, experimentation and case studies are chosen, including the development of a production support service in the biotechnology industry. For this, the basic elements of the management and service models are clarified as a theoretical basis for this research. The purpose of this work is to suggest a model for the development of Support Services Management, which highlights the impacts over the level of customer satisfaction with the logistics system of biotechnology companies in the specific conditions of Cuba however it can be applied to other contexts. Support services are very significant for the correct performance of key processes in the case of the biotechnology industry, this type of services is not frequently analyzed in their excellence performance. This research provides insights as to how consumer interactions with service offerings and actors within their network develop new applications of a service’s value propositions based on one’s specific needs and situational context. The investigation into contextual influences and interactions with the resources within the consumer’s network across all phases of food consumption, reflects the consumer’s changing food experiences over time and the consumer’s improved relationship with food, helping in turn to predict their food well-being. The findings indicate five stages of food preparation and consumption that through multi-actor interactions, even when deviant to the intended purpose, lead to food experiences that can enable the co-creation of emotional, social, and cognitive benefits specifically contributing to Food Socialisation, Food Availability and Food Literacy from the FWB framework. ![]() This exploratory study used service design tools including mind maps, prompt cards, cultural probes, and a cognitive mapping activity with interviews, to examine the food experience of participants within the meal-kit industry over the period of a week. Specifically, it answers the following research questions 1) which stages are there in food preparation and consumption routine when using meal-kits and 2), how do these relate to the components of FWB. Drawing from the theories of multi-actor co-creation, service dominant logic and service experience, this paper investigates the meal-kit industry and its role in enhanced food well-being among consumers. Scant empirical research has examined non-dyadic multi-actor service experiences within the food industry. Therefore, a positive CX requires coordination across different functions within an organisation, for instance, marketing, product or service development, customer care, operations, or retail branches. Business companies recognised the competitive advantage of CX and the value creation reside not only in what a company delivers for its customers but in how it delivers products and services. Generally speaking, providing a good experience can affect and impact customer satisfaction, loyalty, and engagement. The CX encompasses every interaction the customer has with an organisation throughout the customer lifecycle through multichannel. The CX focuses on customer’s perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier’s employees, systems, channels, or products. This theoretical paper aims to approach the major customer value drivers and then, describe the main five stages required to support customer experience (CX) professionals in order to conceive, design and implement CX improvement projects. ![]()
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