Multi-level service design practices and customer value constellation in telecommunication firms in kenya

Abstract

The purpose of this study was to determine the relationship between multilevel service design practices and the customer value constellation among mobile phone companies in Kenya. A survey was used for the study. The research study targeted 60 respondents and a response rate of 68.3% was achieved. The research study revealed that mobile phone companies had adopted MSD at varying degrees as an operational strategy as a way of creating customer value constellation. The key parameters used under the study were Customer service modeling, Service innovation practices, service delivery and customer value castellation. The findings revealed that among strategies that were not popular among mobile companies were partnerships with competitors and the training of suppliers and distributors on customer service. The extent to which MSD practices were used varied from 4.1 for service innovation to 3.1 for customer service modeling. The values were based on a scale of 1 to 5 where 5, was very great extent and 1 was least extent.