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dc.contributor.authorVan Bennekom, Frederick C.en_US
dc.date.accessioned2019-02-22T04:24:52Z
dc.date.issued1994
dc.date.submitted1994
dc.identifier.otherb25158235
dc.identifier.urihttps://hdl.handle.net/2144/33583
dc.descriptionThesis (D.B.A.)--Boston Universityen_US
dc.descriptionPLEASE NOTE: Boston University Libraries did not receive an Authorization To Manage form for this thesis or dissertation. It is therefore not openly accessible, though it may be available by request. If you are the author or principal advisor of this work and would like to request open access for it, please contact us at open-help@bu.edu. Thank you.en_US
dc.description.abstractQuality management has become a key competitive factor (Garvin, 1988). Product design quality requires incorporating the wants and needs of the customer base into new product development, and product conformance quality relies upon identifying and resolving flaws found in the products. Collecting this feedback requires that the boundary between the customer and the firm be spanned, and applying the feedback requires that it be communicated to the functional group that can effect product improvement. Through its constant interaction with customers, the customer support group is well positioned to sense this customer feedback and communicate it to the product development group. This dissertation examined the strategic role of the customer support organization within software companies as a quality assurance agent. While traditionally viewed as a rectifier of external quality failures, the research model proposed that customer support could also serve appraisal and preventive quality assurance roles through its boundary spanning activities. A small sample, comparative case study tested hypotheses about customer support's boundary spanning and provided for grounded theory building. The research revealed three primary findings. First, service delivery designs that included higher levels of customer contact allowed the service agents to sense a broader range of customer issues. Second, product quality increased when the customer data were collected in a detailed format structured to meet the practices of the development group. Third, product quality also increased when the customer support group had more involvement in product management decisions throughout the product development cycle. Through grounded theory-building, the research identified contextual factors that fostered a preventative quality assurance role for customer support.en_US
dc.language.isoen_US
dc.publisherBoston Universityen_US
dc.subjectCustomer supporten_US
dc.subjectUser experienceen_US
dc.subjectSoftwareen_US
dc.titleThe boundary spanning activities of the customer support organization: hearing and articulating the customer's voice to improve software product qualityen_US
dc.typeThesis/Dissertationen_US
dc.description.embargo2031-01-01
etd.degree.nameDoctor of Business Administrationen_US
etd.degree.leveldoctoralen_US
etd.degree.disciplineBusiness Administrationen_US
etd.degree.grantorBoston Universityen_US
dc.identifier.barcode11719022856902
dc.identifier.mmsid99188815230001161


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