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Title: Customer centricity at Saudi telecommunication company (STC) : an investigation of user perspectives on customer centricity at Saudi telecom call centre
Author: Alkahtani, S. B. Z.
Awarding Body: Nottingham Trent University
Current Institution: Nottingham Trent University
Date of Award: 2011
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Until recently the Saudi telecommunications market was controlled by a single stateowned organization. This monopoly is now broken so that the Saudi market to day, contains two telecommunications companies as competitors, namely, Saudi Telecom Company, the former monopoly, and Etisalat Consortium, the new operator (CITC, 2006). This research will examine how Saudi Telecom Company (STC) can cope with the competitive market, enhance the customer services activities and establish policies and activities, which lead STC to be a customer centric organization in order to retain its customers, position, and market share. The following section will provide a primary background to Saudi telecommunications market as well as the Saudi Telecom Company. A brief introduction of contact centers at Saudi Telecom Company which are under this study will be discussed in the following sections. Customer centricity for organizations is a very essential subject and considered to be one of the corner stones to most of the companies. The importance of this approach will also be discussed briefly in the next section.
Supervisor: Not available Sponsor: Not available
Qualification Name: Thesis (D.B.A.) Qualification Level: Doctoral
EThOS ID:  DOI: Not available