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dc.contributor.advisorΜποχώρης, Γεώργιος
dc.contributor.authorΠαούρη, Ηρώ
dc.contributor.authorPaouri, Iro
dc.date.accessioned2017-10-31T09:04:49Z
dc.date.available2017-10-31T09:04:49Z
dc.date.issued2016
dc.identifier.urihttp://dione.lib.unipi.gr/xmlui/handle/unipi/10119
dc.format.extent129el
dc.language.isoenel
dc.publisherΠανεπιστήμιο Πειραιώςel
dc.rightsAttribution-NonCommercial-NoDerivatives 4.0 Διεθνές*
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/4.0/*
dc.titleCustomer-led lean operations and toolsel
dc.typeMaster Thesisel
dc.contributor.departmentΣχολή Οικονομικών, Επιχειρηματικών και Διεθνών Σπουδών. Τμήμα Οργάνωσης και Διοίκησης Επιχειρήσεωνel
dc.description.abstractENThe purpose of this master thesis is to show the importance of the customer experience and its improvement through the Lean management philosophy and techniques in a theoretical basis. There is a presentation of the literature review for both in order the reader to understand their terms. Moreover, we analyze the important tools of the customer experience such as the customer journey mapping. Touchpoints and channels are being presented also since they consist significant elements of the maps. Furthermore, as we continue we present the digital experiences through the websites and give some great examples in order to show their significance. Finally, there is an effort to show the common characteristics of both approaches and the way they can cooperate together to make customer experiences better and improve every potential problem. At the end, all the international bibliography is provided.el
dc.contributor.masterMBA TQM International - Ευρωπαϊκό Πρόγραμμα Μεταπτυχιακών Σπουδών στη Διοίκηση Επιχειρήσεων – Ολική Ποιότητα με διεθνή προσανατολισμό (MBA TQM Int)el
dc.subject.keywordCustomer experienceel
dc.subject.keywordLean managementel
dc.subject.keywordTouchpointsel
dc.subject.keywordWastesel
dc.subject.keywordOmni-channelsel
dc.subject.keywordValueel
dc.subject.keywordJourney mappingel
dc.subject.keywordLean and customer experience methodologyel


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Attribution-NonCommercial-NoDerivatives 4.0 Διεθνές
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Attribution-NonCommercial-NoDerivatives 4.0 Διεθνές

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Η δημιουργία κι ο εμπλουτισμός του Ιδρυματικού Αποθετηρίου "Διώνη", έγιναν στο πλαίσιο του Έργου «Υπηρεσία Ιδρυματικού Αποθετηρίου και Ψηφιακής Βιβλιοθήκης» της πράξης «Ψηφιακές υπηρεσίες ανοιχτής πρόσβασης της βιβλιοθήκης του Πανεπιστημίου Πειραιώς»