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Evaluating the value of the customer self-service portal for services in Philips Lighting

Open access

Rights:All rights reserved

Evaluating the value of the customer self-service portal for services in Philips Lighting

Open access

Rights:All rights reserved

Summary

A customized version of the SERVQUAL model by Parasuraman, et al. (1988) was used to evaluate the quality or value of the contemporary Customer Self-Service Portal for Philips Lighting BG Professional Services. The purpose of the research was therefore to identify the gaps in the strategic design of the portal, and the opportunities to improve the portal in a way that will add value to their business model.

OrganisationFontys
EducationInternational Business and Management Studies (FHMM)
DepartmentFontys Hogeschool Marketing en Management
PartnerPhilips Lighting
Date2018-01-15
TypeBachelor
LanguageEnglish

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