The Effectiveness of Customer Education: evaluating synchronous and asynchronous e-learning technologies

Deneise Dadd, Matthew Hinton

Research output: Contribution to conferencePaper

Abstract

This paper considers the role played by customer education in enhancing their engagement by enriching the customer experience. Enrichment may be seen in terms of enhanced customer communication or service co-creation. This is often mediated by the effectiveness of customer education. Consequently, organisations are evolving new ways of educating their customers to carry out their roles as co-producers. Increasingly this process depends on the latest synchronous and asynchronous e- learning technologies, requiring significant resource investments. Whilst it is easy for organisations to become absorbed with the latest technological trends, we suggest a refocussing on how customers actually engage in learning and skills acquisition. A conceptual framework is developed that combines key concepts from IT service delivery with well-established models of learning acquisition.
Original languageEnglish
Publication statusPublished - Sep 2018
EventBritish Academy of Management: Driving Productivity in Uncertain and Challenging Times - Bristol Business School, University of the West of England, Bristol, United Kingdom
Duration: 4 Sep 20186 Sep 2018
Conference number: 32
https://www.bam.ac.uk/civicrm/event/info?id=3337

Conference

ConferenceBritish Academy of Management
Abbreviated titleBAM
CountryUnited Kingdom
CityBristol
Period4/09/186/09/18
Internet address

Fingerprint

Education
Electronic learning
Conceptual framework
Service delivery
IT services
Co-creation
Communication
Skill acquisition
Resources
Customer experience

Cite this

Dadd, D., & Hinton, M. (2018). The Effectiveness of Customer Education: evaluating synchronous and asynchronous e-learning technologies. Paper presented at British Academy of Management, Bristol, United Kingdom.

The Effectiveness of Customer Education: evaluating synchronous and asynchronous e-learning technologies. / Dadd, Deneise; Hinton, Matthew.

2018. Paper presented at British Academy of Management, Bristol, United Kingdom.

Research output: Contribution to conferencePaper

Dadd, D & Hinton, M 2018, 'The Effectiveness of Customer Education: evaluating synchronous and asynchronous e-learning technologies' Paper presented at British Academy of Management, Bristol, United Kingdom, 4/09/18 - 6/09/18, .
Dadd D, Hinton M. The Effectiveness of Customer Education: evaluating synchronous and asynchronous e-learning technologies. 2018. Paper presented at British Academy of Management, Bristol, United Kingdom.
Dadd, Deneise ; Hinton, Matthew. / The Effectiveness of Customer Education: evaluating synchronous and asynchronous e-learning technologies. Paper presented at British Academy of Management, Bristol, United Kingdom.
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