Leseprobe
Table of Contents
List of Abbreviations
List of Figures and Tables
1 Introduction
1.1 Problem Definition and Objectives
1.2 Course of the Investigation
2 Terms and Definitions
2.1 Organizational Ambidexterity
2.1.1 General Definition of Ambidexterity, Exploitation, and Exploration
2.1.2 Classification of Ambidexterity
2.2 Measuring Services
2.2.1 Foundations of Measuring the Quality and Satisfaction of Services
2.2.2 The Gap Model
2.2.3 The SERVQUAL Model
2.3 Customer Delight
2.4 Service Excellence
2.5 Service Efficiency and Service Effectiveness
2.6 Ambidextrous Characteristics in Service Excellence
3 Methodology
3.1 Introduction of the German Telecommunication Market
3.2 Introduction of Vodafone Germany
3.3 Research Approach
4 Outcomes
4.1 Service Excellence at V odafone
4.2 Measuring Satisfied Customers at Vodafone - The Net Promoter Score
4.3 Service Efficiency and Effectiveness at Vodafone
5 Evaluation and Conclusion
Reference List
Appendix
- Arbeit zitieren
- Alexander Ditzel (Autor:in), 2011, Using Ambidexterity to Achieve Service Excellence, München, GRIN Verlag, https://www.grin.com/document/267962
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