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
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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