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Customer experience management system at a university’s student support services: an organizational ambidexterity perspective

Research output: Contribution in Book/Report/Proceedings - With ISBN/ISSN › Chapter

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Customer experience management system at a university’s student support services: an organizational ambidexterity perspective. / Kouassi, Amevi; Tiago Martins, Jorge; Molnar, Andreea.
Handbook of research on innovations in information retrieval, analysis, and management. ed. / Jorge Tiago Martins; Andreea Molnar. IGI Global, 2016. p. 431-450.

Research output: Contribution in Book/Report/Proceedings - With ISBN/ISSN › Chapter

Harvard

Kouassi, A, Tiago Martins, J & Molnar, A 2016, Customer experience management system at a university’s student support services: an organizational ambidexterity perspective. in JT Martins & A Molnar (eds), Handbook of research on innovations in information retrieval, analysis, and management. IGI Global, pp. 431-450. https://doi.org/10.4018/978-1-4666-8833-9.ch016

APA

Kouassi, A., Tiago Martins, J., & Molnar, A. (2016). Customer experience management system at a university’s student support services: an organizational ambidexterity perspective. In J. T. Martins, & A. Molnar (Eds.), Handbook of research on innovations in information retrieval, analysis, and management (pp. 431-450). IGI Global. https://doi.org/10.4018/978-1-4666-8833-9.ch016

Vancouver

Kouassi A, Tiago Martins J, Molnar A. Customer experience management system at a university’s student support services: an organizational ambidexterity perspective. In Martins JT, Molnar A, editors, Handbook of research on innovations in information retrieval, analysis, and management. IGI Global. 2016. p. 431-450 doi: 10.4018/978-1-4666-8833-9.ch016

Author

Kouassi, Amevi ; Tiago Martins, Jorge ; Molnar, Andreea. / Customer experience management system at a university’s student support services : an organizational ambidexterity perspective. Handbook of research on innovations in information retrieval, analysis, and management. editor / Jorge Tiago Martins ; Andreea Molnar. IGI Global, 2016. pp. 431-450

Bibtex

@inbook{5b15b785647d4ef3b2edab2cd5940090,
title = "Customer experience management system at a university{\textquoteright}s student support services: an organizational ambidexterity perspective",
abstract = "The study reported in this chapter evaluates how the Customer Experience Management System (CEMS) used by a University's Student Support Services (StuSS) responds to the objectives of capturing, storing, extracting, interpreting, distributing, using and reporting customer experience information for creating organisational value. Theoretically, the study draws on the concept of organizational ambidexterity. Concerning the research design, the study was undertaken using qualitative methods of data collection and interpretivist methods of data analysis. It has been inductively discovered that the availability of customer experience information obtained through the CEMS allows StuSS to respond effectively to different student needs. Organizationally, there is clarity concerning the ownership and management of customer relationships. Individual student data is collected, coordinated and distributed across lines of business. Because of this, StuSS is able to consistently identify customers across touch points and channels. Further suggestions are advanced to improve StuSS's analytical investigation capability to derive descriptive and predictive customer information, through applying data mining models to the information that is currently collected.",
author = "Amevi Kouassi and {Tiago Martins}, Jorge and Andreea Molnar",
year = "2016",
month = jan,
day = "1",
doi = "10.4018/978-1-4666-8833-9.ch016",
language = "English",
isbn = "9781466688339",
pages = "431--450",
editor = "Martins, {Jorge Tiago} and Andreea Molnar",
booktitle = "Handbook of research on innovations in information retrieval, analysis, and management",
publisher = "IGI Global",

}

RIS

TY - CHAP

T1 - Customer experience management system at a university’s student support services

T2 - an organizational ambidexterity perspective

AU - Kouassi, Amevi

AU - Tiago Martins, Jorge

AU - Molnar, Andreea

PY - 2016/1/1

Y1 - 2016/1/1

N2 - The study reported in this chapter evaluates how the Customer Experience Management System (CEMS) used by a University's Student Support Services (StuSS) responds to the objectives of capturing, storing, extracting, interpreting, distributing, using and reporting customer experience information for creating organisational value. Theoretically, the study draws on the concept of organizational ambidexterity. Concerning the research design, the study was undertaken using qualitative methods of data collection and interpretivist methods of data analysis. It has been inductively discovered that the availability of customer experience information obtained through the CEMS allows StuSS to respond effectively to different student needs. Organizationally, there is clarity concerning the ownership and management of customer relationships. Individual student data is collected, coordinated and distributed across lines of business. Because of this, StuSS is able to consistently identify customers across touch points and channels. Further suggestions are advanced to improve StuSS's analytical investigation capability to derive descriptive and predictive customer information, through applying data mining models to the information that is currently collected.

AB - The study reported in this chapter evaluates how the Customer Experience Management System (CEMS) used by a University's Student Support Services (StuSS) responds to the objectives of capturing, storing, extracting, interpreting, distributing, using and reporting customer experience information for creating organisational value. Theoretically, the study draws on the concept of organizational ambidexterity. Concerning the research design, the study was undertaken using qualitative methods of data collection and interpretivist methods of data analysis. It has been inductively discovered that the availability of customer experience information obtained through the CEMS allows StuSS to respond effectively to different student needs. Organizationally, there is clarity concerning the ownership and management of customer relationships. Individual student data is collected, coordinated and distributed across lines of business. Because of this, StuSS is able to consistently identify customers across touch points and channels. Further suggestions are advanced to improve StuSS's analytical investigation capability to derive descriptive and predictive customer information, through applying data mining models to the information that is currently collected.

U2 - 10.4018/978-1-4666-8833-9.ch016

DO - 10.4018/978-1-4666-8833-9.ch016

M3 - Chapter

SN - 9781466688339

SP - 431

EP - 450

BT - Handbook of research on innovations in information retrieval, analysis, and management

A2 - Martins, Jorge Tiago

A2 - Molnar, Andreea

PB - IGI Global

ER -