GNED160 Stage 1 Proposal: Analysis of Tesla Customer Service

This assignment is a project proposal for a GNED160 course, focusing on the analysis of customer service at Tesla. The proposal includes an abstract summarizing the project's goals, followed by a detailed overview of the chosen topic, which is quality customer service at Tesla and the strategies the company uses to ensure customer satisfaction. It highlights the importance of customer knowledge, marketing channels, and competitive analysis. The proposal also incorporates a literature review, citing sources like Shu-Mei Tseng and Pin-Hong Wu to support the research. The student will be researching the company's customer relationship management practices and the impact on service quality. The proposal outlines the research methodology and provides a foundation for a multimedia report and write-up in the subsequent stages of the project.

Running head: GNED160 STAGE 1 1
GNED160 Stage 1
Name
Institution
Date

GNED160 STAGE 1 2
b) The Topic
The topic is about quality customer service at Tesla. Quality customer service refers to
the strategies that a company uses in order to ensure that their customers are happy and satisfied.
In this regard, quality customer service is encompasses all aspects of the business which includes
products and services, sales, delivery and all other areas of supply chain process (Shu-Mei Tseng
& Pin-Hong, 2014). In order to understand how Tesla Company ensures that their clients are
satisfied. The research will focus on providing substantial information regarding the organization
and its customers
The information will play a significant role in elaborating the goals and objective of the
company to determine how it intends to satisfy its customer’s needs (Arora & Narula, 2018).
Besides, the research will focus on marketing channels that the company uses and how it targets
its consumers. Moreover, analysis of the competition will be assessed to ascertain different ways
in which the company differentiates itself in order to gain a competitive edge in the market.
Further, the research will focus on other aspects such as staff, complaints, customer relationship
and quality of their product (Kim & Choi, 2016).
d) Literature review
[Name]
Authors: Shu-Mei Tseng, Ping-Hong, Wu.
Database: Retrieved from Proquest Database
Title: The impact of customer knowledge and customer relationship management on service
quality
Year of Publication: 2014

GNED160 STAGE 1 3
The authors of this source suggest that businesses have realized that customers play a
significant role in businesses. Further, they indicate that improving service quality lead to high
level of customer satisfaction. As a result, it is crucial for businesses to gain knowledge about
their customers in order to improve quality service. Based on the findings of the research,
customer knowledge is essential for service quality and dependent on customer relationship
management.
This source will be valuable because the findings of the research will assist in providing
insight regarding how Tesla seeks knowledge about their customers to improve quality customer
service through their customer relationship management practices.

GNED160 STAGE 1 4
References
Arora, P., & Narula, S. (2018). Linkages between service quality, customer satisfaction and
customer loyalty: A literature review. IUP Journal of Marketing Management, 17(4), 30
Kim, H. S., & Choi, B. (2016). The effects of three customer-to-customer interaction quality
types on customer experience quality and citizenship behavior in mass service settings. The
Journal of Services Marketing, 30(4), 384-397.
Shu-Mei Tseng, & Pin-Hong, W. (2014). The impact of customer knowledge and customer
relationship management on service quality. International Journal of Quality and Service
Sciences, 6(1), 77-96.