Service-enabled customer experience, service programs and business intelligence tools the key to a sustainable competitive advantage: the case of Haier Europe Service
Antonucci, Martina (A.A. 2021/2022) Service-enabled customer experience, service programs and business intelligence tools the key to a sustainable competitive advantage: the case of Haier Europe Service. Tesi di Laurea in Corporate strategy, Luiss Guido Carli, relatore Maria Jell-Ojobor, pp. 86. [Master's Degree Thesis]
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Abstract/Index
Literature review/theoretical background. Dynamic capabilities. Service-enabled customer experience (SECE) model. SECE model overview. Dynamic capabilities necessary for SECE model. Service and programmes role: reduce perceived sacrifice and increase convenience. Design, development, and implementation of SECE model in a company. Methodology. The case study project development. Limitation of the case study approach. Expected outcome. Discussion of the results. Haier as a company and the white goods market. Haier Europe SECE strategy. Dynamic capabilities. Why haier adopted a SECE model. Haier after sales-services. BI as a key tool for the innovative business model. Pitfalls and lessons learnt from SECE implementation.
References
Bibliografia: pp. 68-73.
Thesis Type: | Master's Degree Thesis |
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Institution: | Luiss Guido Carli |
Degree Program: | Master's Degree Programs > Master's Degree program in Global Management and Politics, English language (LM-77) |
Chair: | Corporate strategy |
Thesis Supervisor: | Jell-Ojobor, Maria |
Thesis Co-Supervisor: | Capasso, Arturo |
Academic Year: | 2021/2022 |
Session: | Extraordinary |
Deposited by: | Alessandro Perfetti |
Date Deposited: | 29 Aug 2023 10:19 |
Last Modified: | 29 Aug 2023 10:21 |
URI: | https://tesi.luiss.it/id/eprint/36338 |
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