Publicação
Understanding the Effects of Critical Incidents on the Customer-Firm Relationship within IT (SaaS) Companies
| datacite.subject.fos | Ciências Naturais::Ciências da Computação e da Informação | pt_PT |
| dc.contributor.advisor | Coelho, Pedro Miguel Pereira Simões | |
| dc.contributor.author | Vaughan, John Akinkunmi | |
| dc.date.accessioned | 2024-11-08T17:02:46Z | |
| dc.date.available | 2024-11-08T17:02:46Z | |
| dc.date.issued | 2024-10-29 | |
| dc.description | Dissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Information Systems and Technologies Management | pt_PT |
| dc.description.abstract | In the dynamic realm of Software as a Service (SaaS), cultivating robust customer-firm relationships is pivotal for sustained business success. This thesis explores the influence of critical incidents on such relationships within SaaS companies, focusing exclusively on the use of questionnaires for empirical investigation. Critical incidents are characterized as events that significantly impact a customer's perception of a company, positively or negatively. Addressing a gap in the literature, this study specifically probes the ways in which these incidents affect customer trust, satisfaction, and loyalty. Utilizing a comprehensive questionnaire-based approach, the research canvasses a broad spectrum of industry professionals to ascertain the most common types of critical incidents in the SaaS domain. The questionnaires are meticulously crafted to elicit nuanced information on the nature of these incidents and their subsequent effects on the customer-firm dynamic. Additionally, the study delves into the incident management strategies employed by SaaS companies, shedding light on effective practices for incident resolution. Preliminary findings suggest a wide variation in critical incidents within SaaS companies, from technical disruptions to outstanding service encounters, each with a unique bearing on customer perceptions. The research underscores the crucial role of prompt and efficient incident management in not only re-establishing but also potentially bolstering customer trust. Effective management of these incidents emerges as a linchpin in nurturing customer loyalty and satisfaction. This research makes a meaningful contribution to information systems management by delineating the interplay of customer relationships and incident management within the SaaS industry. It accentuates the need for flexible and forward-thinking strategies to combat critical incidents. For SaaS practitioners, this thesis presents an informative framework for navigating critical incidents, ultimately aiming to fortify and deepen customer relationships. The insights gained also serve as a foundation for future inquiry into the enduring effects of incident management on customer retention and the broader trajectory of business growth in the SaaS sector. | pt_PT |
| dc.identifier.tid | 203787447 | |
| dc.identifier.uri | http://hdl.handle.net/10362/174868 | |
| dc.language.iso | eng | pt_PT |
| dc.rights.uri | http://creativecommons.org/licenses/by/4.0/ | pt_PT |
| dc.subject | Building Resilient Infrastructure | pt_PT |
| dc.subject | Promoting Inclusive | pt_PT |
| dc.subject | Sustainable Industrialisation | pt_PT |
| dc.subject | Fostering Innovation | pt_PT |
| dc.subject | SDG 9 - Industry, innovation and infrastructure | pt_PT |
| dc.title | Understanding the Effects of Critical Incidents on the Customer-Firm Relationship within IT (SaaS) Companies | pt_PT |
| dc.type | master thesis | |
| dspace.entity.type | Publication | |
| rcaap.rights | openAccess | pt_PT |
| rcaap.type | masterThesis | pt_PT |
| thesis.degree.name | Mestrado em Gestão de Informação, especialização em Gestão de Sistemas de Informação | pt_PT |