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Sample records for capabilities customers case

  1. ANTECEDENTS OF CUSTOMER RELATIONSHIP MANAGEMENT CAPABILITIES

    Directory of Open Access Journals (Sweden)

    Tuleu Daniela

    2015-07-01

    Full Text Available Customer relationship management, as a process to manage customer relationship initiation, maintenance and termination to maximize the value of the relationship portfolio, is an evolving process. In recent years, the development of interactive technologies (social media have revolutionized the interaction between firms and their customers and between customers. The impact of technology on CRM is improving ways of collecting and processing customer information and transforming communication with customers. In the context of the development of social networks, the introduction of social media applications in customer relationship management activities bring important changes in this area. Thus, managers need to pay attention to the interaction management as an important process of CRM and enhance the customer relationship management capabilities. The study propose a conceptual research model of several antecedents of customer relationship managements capabilities and provide the linkage between this antecedents and CRM capabilities. First, following review of existing research literature related to customer relationship management, there are some conceptual clarification on customer relationship management. Second, are presented the working concepts: the adoption of interactive technologies, customer concept, customer empowerment, customer relationship orientation and customer-centric management system. Then, it is proposed the conceptual model and finally are presented conclusions, managerial implications, limitations and research directions. From a theoretical perspective, this paper highlights the importance of marketing actions at the individual customer level and reveal the impact of adoption by companies of interactive technologies so that organizations have the opportunity to engage in conversations with customers and respond in real time the requirements that they launched the online environment. Nowadays, customers feel empowered and play

  2. The Impact of IT Capability on Employee Capability, Customer Value, Customer Satisfaction, and Business Performance

    Science.gov (United States)

    Chae, Ho-Chang

    2009-01-01

    This study empirically examines the impact of IT capability on firms' performance and evaluates whether firms' IT capabilities play a role in improving employee capability, customer value, customer satisfaction, and ultimately business performance. The results were based on comparing the business performance of the IT leader companies with that of…

  3. The classification of customer- and brand-oriented marketing capabilities

    OpenAIRE

    Katharina Buttenberg

    2015-01-01

    According to the Resource-Based Theory of the Firm, companies need to acquire and develop a unique set of resources and capabilities to gain a competitive advantage in the market. In the last decade, a number of studies have focused on marketing capabilities. However, there has been no clear classification between marketing capabilities directed towards the development of the brand from the inside out and customer-oriented capabilities, integrating the customer in the process. Purpose of this...

  4. A framework study on assessment of mass customization capabilities

    DEFF Research Database (Denmark)

    Nielsen, Kjeld; Brunø, Thomas Ditlev; Jørgensen, Kaj Asbjørn

    2012-01-01

    Much research has been done to assist industries to move from mass production to mass customization. Salvador F., et al. made it clear in the article “Cracking the code of Mass Customization”, that becoming a Mass Customizer is not a single step quick fix, but requires 3 fundamental capabilities....

  5. Customer Satisfaction in Internal Customer Service : Case: Abloy Oy Internal Customer Service

    OpenAIRE

    Turunen, Susanna

    2011-01-01

    ABSTRACT Turunen, Susanna Marita 2011. Customer Satisfaction in Internal Customer Service. Case: Abloy Oy Internal Customer Service. Master’s thesis. Kemi-Tornio University of Applied Sciences. Business and Culture. Pages 73. Appendix 1. This thesis discusses and studies service quality and customer satisfaction in internal customer service. The main objective is to find out what the service quality level in the internal customer service at Abloy Oy is and whether there exists a diffe...

  6. Customer Buying Behavior : Case Study: Algol Technics

    OpenAIRE

    Weckman, Nina

    2009-01-01

    The purpose of this study is to research the customer buying behavior in a specific market. This thesis is made for a subgroup of Algol Technics which specializes in the marketing of driver seats. The research areas included brand recognition, price and quality, as well as the communications channels. The theoretical framework presented consists of the marketing strategies, marketing mix, Porter’s five forces analysis, customer relationship marketing, and market analysis. The case compan...

  7. The role of Customer Relationship Management in organizational innovation capability

    OpenAIRE

    Colaço, Miguel Maria de Sá Nogueira Almeida

    2015-01-01

    Mestrado em Gestão de Sistemas de Informação As empresas hoje em dia estão a enfrentar novos obstáculos, devido às mudanças contínuas no mercado, especialmente quando se tratam de necessidades dos clientes e novas tendências. Customer relationship management (CRM) é um tópico muito discutido no ambiente académico (Ngai et al., 2009), em relação a sistemas de informação e em gestão de marketing. A adoção de CRM está a crescer, com objetivos claros de melhorar a performance das empresas (...

  8. Delivering Excellent Customer Experiences in a Multi-Channel Business Environment : Case: Company X, manufacturing site

    OpenAIRE

    Huhtamäki, Heli

    2014-01-01

    The objective of research is to study the current interrelationships of CRM processes and Net Promoter Score information utilization for possible development of CRM processes at the case company’s manufacturing site. In addition, the thesis investigates the interrelationship dependencies of the customer relationship management processes to identify the key elements of organizational capabilities in customer relationships and customer experiences development. The case company is multinational ...

  9. Predicting Mortgage Arrears: An Investigation Into the Predictive Capability of Customer Spending Patterns

    OpenAIRE

    Roche, Jamie

    2014-01-01

    The management of credit risk and mortgage arrears has become a very important area in financial services and banking. This dissertation set out to build a statistical model, which incorporates customer spending habits and the current equity value of a property, capable of predicting arrears. Current literature identifies many themes such as negative equity and unemployment that are common occurring factors in mortgage arrears but a multi-faceted approach was required to build a model capable...

  10. Improving Customer Satisfaction, case Tiger Airways

    OpenAIRE

    Ngo, Thi

    2011-01-01

    The main objective of the thesis was to assess the level of customer satisfaction of the airline company Tiger Airways, which is a low-cost airline with a considerable number of dissatisfied customers. In the study the theories of customer satisfaction were reviewed for providing solutions for the airline to reduce the number of discontented customers. To analyze the current situation of the airline company’s customer satisfaction the quantitative research method was used. The research ma...

  11. Improving the customer service of foreign customers in a Case Company

    OpenAIRE

    Tarkkonen, Johanna

    2014-01-01

    Today, the multiculturalism of any company’s clientele is increasing and the role of different cultures in customer service situations is growing. The topic for this thesis emerged from the author’s own experiences as a customer servant in the Case Company that was the commissioner of this thesis. The Company has plenty of foreign customers in the Oulu region and thus, improving the customer service of foreign customers is a current and an important issue. The objective of the thesis was...

  12. The implementation of customer profitability analysis: A case study

    NARCIS (Netherlands)

    Raaij, van Erik M.; Vernooij, Maarten J.A.; Triest, van Sander

    2003-01-01

    By using customer profitability analysis (CPA), firms can determine the profit contribution of customer segments and/or individual customers. This article presents an approach for the implementation of CPA. The implementation process is illustrated using a case study of a firm producing and selling

  13. Advertising Message and Customer Satisfaction : A Case of LIDL Sweden

    OpenAIRE

    Iftikhar, Ahmed; Yusi, Zhao

    2008-01-01

    Title: Advertising message and Customer Satisfaction A case of Lidl Sweden Problem: “Are the customers satisfied when they compare marketing message with services provided by Lidl grocery store?” Purpose: We aim to analyze the satisfaction level of customers at Lidl store and how effective messages delivered in the advertisement. Method: We used a primary research through the interviews of the managers in Lidl, and a survey questionnaire by the customers. We also used the secondary data from ...

  14. Management's role in customer satisfaction. Case company X

    OpenAIRE

    Parviainen, Nelli

    2016-01-01

    The purpose of this study was to identify the aspects affecting customer satisfaction and to find out how the management can improve customer service. The purpose was to give guidelines to the case company of how to improve customer service and thus gain competitive advantage over competitors. The data to this study was gathered from various online sources and literature. The core theories and concepts were CRM, creating customer satisfaction, managing employees and complaint handling pro...

  15. Customers' Buying Behavior : Case IKEA Tampere

    OpenAIRE

    Mäkinen, Teea

    2015-01-01

    Consumers' buying behavior consists of the decision of purchase place, product search, purchase decision and consumption. Buying behavior varies between different consumer types. This broad concept is one of the most significant issues that a company should be investigating. The purpose of this study was to determine the IKEA Tampere department store customers' buying behavior. The research subject came from the principal, who had recently noticed a change in the sales structure. The main obj...

  16. Designing Customer Agility Model Based on Organizational Dynamic Capabilities: Effect of IT Competence, Entrepreneurial Alertness and Market Acuity

    Directory of Open Access Journals (Sweden)

    Soheila Khoddami

    2012-01-01

    Full Text Available Today organizations face great environmental turbulence. High levels of environmental turbulence can paralyze a firm’s operations. Actually outputs of organization process in such environments depend on the firm’s ability to change management and its flexibility. Since one of the important changes in the turbulent environments is changing of needs and preferences of customers and also based on new marketing approach, in order to consider customer's needs, customer agility has been identified as the vital competency for the survival of organizations. Given the critical role of customer agility in turbulent competitive environment, this concept has attracted many researchers of management science in recent years. Therefore, it is vital for organizations to find how to achieve this important capability and it is important to note that very few researches have been done in this regard. Since one of the important tools for achieving customer agility in the organization is dynamic capabilities, therefore in this research the model of formation of customer agility in organization based on dynamic capabilities has been proposed and examined in electronics industry of Iran. The model includes IT competencies, entrepreneurial and market acuity for improving the output of organizational process. This model has been developed based on three management areas of strategic management literature related to dynamic capabilities and the literature of entrepreneurship and information technology. Findings of the sample approve the research model. In addition, it is concluded that dynamic capabilities of the organization will help shaping customer agility and customer agility has a positive effect on quality and efficiency of the process output.

  17. Desisgning customer agility model based on dynamic capabilities: Effect of IT Competence, Entrepreneurial Alertness And Market Acuity

    Directory of Open Access Journals (Sweden)

    Seyed Hamid Khodadad Hoseini

    2012-06-01

    Full Text Available Today organizations face great environmental turbulence. High levels of environmental turbulence can paralyze a firm’s operations. Actually outputs of organization process in such environments depend on the firm’s ability to change management and its flexibility. Since one of the important changes in the turbulent environments is changing of needs and preferences of customers and also based on new marketing approach, in order to consider customer's needs, customer agility has been identified as the vital competency for the survival of organizations. Given the critical role of customer agility in turbulent competitive environment, this concept has attracted many researchers of management science in recent years. Therefore, it is vital for organizations to find how to achieve this important capability and it is important to note that very few researches have been done in this regard. Since one of the important tools for achieving customer agility in the organization is dynamic capabilities, therefore in this research the model of formation of customer agility in organization based on dynamic capabilities has been proposed and examined in electronics industry of Iran. The model includes IT competencies, entrepreneurial and market acuity for improving the output of organizational process. This model has been developed based on three management areas of strategic management literature related to dynamic capabilities and the literature of entrepreneurship and information technology. Findings of the sample approve the research model. In addition, it is concluded that dynamic capabilities of the organization will help shaping customer agility and customer agility has a positive effect on quality and efficiency of the process output.

  18. Investigating the Meditative Role of Innovation Orientation and Marketing Capabilities between the Competitive Intensity and Customer Relationship Performance

    Directory of Open Access Journals (Sweden)

    Marjan Mohaimani

    2014-02-01

    Full Text Available This study aims to test a conceptual model which shows the impact of marketing capabilities and innovation orientation on customer relationship performance. This study is placed in the group of descriptive survey research. According to the fact that the expected results can be applied to the ways of dealing with customers, this research can be considered an applied study. This research is also a kind of correlative study since the relationship between variables is examined by using correlation coefficient. It was found that expected competitive intensity impacts on both marketing capabilities and innovation orientation. Further, marketing capabilities and innovative orientation underlie customer relationship performance of firms. A key limitation of this study is that the questions about customer relationship performance are answered by employees. The result of this study suggests that firms should be prepared to take advantage of their innovation and marketing capabilities especially when they face high competitive intensity. Researchers proposed a model according to the theoretical framework and research objectives. The findings of this study suggest that bank managers will find opportunities and they will play an important role in strengthening marketing capabilities and customer relationship performance.

  19. Investigating the Meditative Role of Innovation Orientation and Marketing Capabilities between the Competitive Intensity and Customer Relationship Performance

    OpenAIRE

    Marjan Mohaimani; Seyed Alireza Seyed Salehi

    2014-01-01

    This study aims to test a conceptual model which shows the impact of marketing capabilities and innovation orientation on customer relationship performance. This study is placed in the group of descriptive survey research. According to the fact that the expected results can be applied to the ways of dealing with customers, this research can be considered an applied study. This research is also a kind of correlative study since the relationship between variables is examined by using correlatio...

  20. CUSTOMER INTERACTION ON DIGITAL ECONOMY: A CASE STUDY

    Directory of Open Access Journals (Sweden)

    Mateus Tavares da Silva Cozer

    2007-10-01

    Full Text Available On a digital economy context, customer interaction is fundamental to any company to provide competitive advantage. This research intends to give concrete answers for the sea of information complexity which is the Internet. The main case is to build a model of digital customer interaction. Customization extends beyond targeted media to include the design and delivery of the product itself. Venkatraman (1998 defines dynamic customization based on three principles: modularity, intelligence and organization. The research is based on Interaction Model and its variables are: Products, Modularity, Artificial Intelligence, Market driven organization, and virtual communities. Two organizations were studied, one with physical product and another with virtual product, and the results were shown from a qualitative research.

  1. A Case for Custom, Composable Composition Operators

    NARCIS (Netherlands)

    Havinga, Wilke; Bockisch, Christoph; Bergmans, Lodewijk

    2010-01-01

    Programming languages typically support a fixed set of com- position operators, with fixed semantics. This may impose limits on software designers, in case a desired operator or semantics are not supported by a language, resulting in suboptimal quality characteristics of the designed software system

  2. Custom Titanium Ridge Augmentation Matrix (CTRAM): A Case Report.

    Science.gov (United States)

    Connors, Christopher A; Liacouras, Peter C; Grant, Gerald T

    2016-01-01

    This is a case report of a custom titanium ridge augmentation matrix (CTRAM). Using cone beam computed tomography (CBCT), a custom titanium space-maintaining device was developed. Alveolar ridges were virtually augmented, a matrix was virtually designed, and the CTRAM was additively manufactured with titanium (Ti6Al4V). Two cases are presented that resulted in sufficient increased horizontal bone volume with successful dental implant placement. The CTRAM design allows for preoperative planning for increasing alveolar ridge dimensions to support dental implants, reduces surgical time, and prevents the need for a second surgical site to gain sufficient alveolar ridge bone volume for dental implant therapy. PMID:27560675

  3. Evaluating Electronic Customer Relationship Management Performance: Case Studies from Persian Automotive and Computer Industry

    OpenAIRE

    Safari, Narges; Safari, Fariba; Olesen, Karin; Shahmehr, Fatemeh

    2016-01-01

    This research paper investigates the influence of industry on electronic customer relationship management (e-CRM) performance. A case study approach with two cases was applied to evaluate the influence of e-CRM on customer behavioral and attitudinal loyalty along with customer pyramid. The cases covered two industries consisting of computer and automotive industries. For investigating customer behavioral loyalty and customer pyramid companies database were computed while for examining custome...

  4. Case Retrieval Method of Multi-parameter for Customized Product

    Institute of Scientific and Technical Information of China (English)

    DING Junjian; TAN Shili; SONG Xiaofeng; WANG Meiting

    2006-01-01

    The CBR(Case-Based Reasoning) usually is been used to accomplish customized products by variant design or reusable design. In the CBR, retrieve is very important. A simple case retrieval method is been brought forward to retrieve a optimal prototype based on using inputted multi-parameters, it can be programmed easily. An example has been proved this method can find optimal prototype for new design task efficiently.

  5. CASE-BASED PRODUCT CONFIGURATION AND REUSE IN MASS CUSTOMIZATION

    Institute of Scientific and Technical Information of China (English)

    Wang Shiwei; Tan Jianrong; Zhang Shuyou; Wang Xin; He Chenqi

    2004-01-01

    The increasing complexity and size of configuration knowledge bases requires the provision of advanced methods supporting the development of the actual configuration process and design reuse.A new framework to find a feasible and practical product configuration method is presented in mass customization.The basic idea of the approach is to integrate case-based reasoning (CBR) with a constraint satisfaction problem(CSP).The similarity measure between a crisp and range is also given,which is common in case retrieves.Based on the configuration model,a product platform and customer needs,case adaptation is carried out with the repair-based algorithm.Lastly,the methodology in the elevator configuration design domain is tested.

  6. Quality and customer satisfaction: A case study in Brazil

    Science.gov (United States)

    Barcellos, Paulo Fernando Pinto

    The dissertation deals with the case of CEEE-Companhia Estadual de Energia Eletrica, an electric power utility located in Rio Grande do Sul, the southernmost state of Brazil. Customer satisfaction with the services provided by CEEE is investigated within three groups of consumers: residential, commercial, and industrial. The purpose of the dissertation is to find answers to the following research questions: (1) What is service quality in public utilities, and particularly in an electric power company? (2) What service quality dimensions do customers want to be provided and favor the most? (3) How does the market measure service quality? (4) What should be done by companies, and particularly by an electric utility monopoly, to increase the performance of the rendered service? (5) How does this impact customer satisfaction, retention, and intention to recommend? and (6) How do we start a company-wide quality program provided that the resources are scarce and therefore priorities should be set forth? To investigate the posed questions, the study begins with an exploratory survey of CEEE's Board. The survey is followed by qualitative research of the three customer groups. After qualitative analysis of the data is concluded, questionnaires for the quantitative research, as well as hypothetical models, are developed. Dillman's "Total Design Method" is used to design the questionnaires. The basic ACSI (American Customer Satisfaction Model) is used to approach customer satisfaction. Data are processed by PLS (Partial Least Squares) which follows the procedure developed at the National Quality Research Center of the University of Michigan Business School. In summary, commercial customers are the most dissatisfied with the services provided by CEEE, while residential customers are the most satisfied. To improve quality, priority should be placed on commercial customers and include efforts to improve productivity gains throughout the company. Also, CEEE's image should be

  7. Managing customer participation and customer interactions in service delivery: the case of museums and educational services:

    OpenAIRE

    Amorim Marlene; Rosa Maria João; Santos Sandra

    2014-01-01

    Background and Purpose – In this study we investigate determinants of customers’ quality perceptions in service processes which involve customer participation and customer to customer interaction (CCI). Building on existing multidimensional approaches to service quality we explore relevant quality aspects for related to the performance customer participation and CCI.

  8. CUSTOMER SATISFACTION IN TERMS OF COMPANY IMAGE, CONSULTANCY & CUSTOMER SERVICE: A CASE OF JINDAL INDUSTRIES

    OpenAIRE

    Dalbir Singh; M. R. P. Singh

    2015-01-01

    Customer satisfaction is key to business success. There is a great deal of information being published today and discussed on the topic customer service and customer satisfaction. Proponents of these topics or approaches to conducting business tend to emphasize the importance of conforming to specifications, keeping processes in control, meeting requirements, giving customers what they want and handling complaints effectively. It is a simple truth. Satisfied customers do more business with yo...

  9. Improving Customer Satisfaction and Customer Service Levels : Case: Nakumatt Mega City Supermarket

    OpenAIRE

    Onyango, Shalotte Salmi

    2011-01-01

    The purpose of this thesis was to analyze the current customer satisfaction and service levels of the Nakumatt mega city Supermarket through an efficient customer satisfaction survey. It is important for a company to work towards satisfying customers’ needs and expectations in order to flourish. The main objective of the study was to discover solutions to improve customer satisfaction and to increase the level of Nakumatt customer services in order to retain and attract new customers. Ano...

  10. Strategies for ensuring customer satisfaction - a case study from SCCL

    Energy Technology Data Exchange (ETDEWEB)

    Venkateswar, A.; Sastry, D.S. [Singareni Collieries Co. Ltd., Kothagudem (India)

    2002-04-01

    The paper gives an overview of the Singareni Collieries Co. Ltd (SCCL) and outlines the decision taken in 1997 to undertake a major reform in the quality front, and their implementation. A case study describes how SCCL improved the quality of its service and the quality of the coal it delivered to an old customer the Karnataka Power Corporation (KPCL) to the extent that complaints fell to nil. Technical and administrative steps enforced are given. These include adjustment to coal handling, transport, and sampling defined under a 'Fuel supply agreement' (FSA). 1 tab.

  11. Study on Customer Relational Capability of Construction Enterprises%建筑企业客户关系能力研究

    Institute of Scientific and Technical Information of China (English)

    邱慧芳; 郝生跃; 任旭

    2012-01-01

    为建立与业主之间的良好关系、提高项目的合作绩效、促进企业的长期发展,建筑企业应培育强大的客户关系能力。在强调客户关系能力的重要性,分析建筑企业客户、客户关系、客户关系能力的内涵和特点的基础上,构建了包括客户关系支撑能力和客户关系行为能力的建筑企业客户关系能力要素体系。%Construction enterprises should develop strong customer relational capability,to establish good relationships with their customers,improve project performance,and promote the sustainable development of enterprises.This paper emphasizes the importance of customer relational capability,then analyzes the connotation and character of customers,customer relationships and customer relational capability of construction enterprises,and establishes a system,which including customer relational supporting capability and customer relational behavior capability.

  12. The Drivers of ERP Implementation and Its Impact on Organizational Capabilities and Performance and Customer Value

    Science.gov (United States)

    Hwang, Woosang

    2011-01-01

    In a constantly changing global business environment, firms have no other choice but to continually expand their capabilities and sharpen their competitive edge. Toward this goal, an increasing number of organizations are turning to Enterprise Resource Planning (ERP) systems. An ERP system utilizes various kinds of information processing…

  13. Customer satisfaction Case: National Life Insurance Company Limited, Khulna Branch

    OpenAIRE

    Shamsuzzaman, Md.

    2014-01-01

    Customers have particular opinions on their purchase or consumption experience from a product or service. Nowadays, firms are realizing that time has been passed to keep the customers only on price, but need to fulfill the customer's desires, expectations and needs in relation to the service. Competition among the firms, increased drastically due to the globalization, is leading them to keep focus on esteemed customers to make satisfied. Though customers are the main concern and precious ass...

  14. Improving the effectiveness of customer service : Case: Oppilastalo Ltd

    OpenAIRE

    Turunen, Mervi

    2016-01-01

    The role of customer service has always been a big part of a company’s image and the representatives are the company’s face to the public. This study aims to understand the different customer groups and the effectiveness of customer service in the Oppilastalo Ltd.’s office to make the living for both foreign and Finnish customers more pleasant. This study attempts to answer the question: “How can Oppilastalo Ltd improve customer service with its current and future foreign and Finnish customer...

  15. Customer complaints as a source of customer-focused process improvement: A constructive case study

    Directory of Open Access Journals (Sweden)

    Uusitalo, K.,

    2008-01-01

    Full Text Available Process-based thinking commonly focuses on enhancing the efficiency of processes, while it is often criticized for not paying enough attention to the customer. This paper argues that customer complaint information can be used as a basis for customer-focused process improvement. Thus, it is not enough to make the complaining customer satisfied, but the complaint information should also feed back to the actual processes where the fault causing the complaint arose and where it can be removed. The empirical component of the study includes the development of a novel construction to utilize customer complaints for process improvements, which was implemented in a large Finnish enterprise operating in the wholesale logistics environment. The results show benefits at both operational and strategic levels.

  16. Bank Customer Segmentation: the Case of CEE Countries

    OpenAIRE

    Eriņa, J; Lāce, N

    2013-01-01

    Purpose. The purpose of the present paper is to analyze the opportunities for segmentation of bank customers at the banks in Central and Eastern European EU countries. To achieve results of the present research, the authors have conducted quantitative (descriptive and experimental) and qualitative (content) analysis of 1) scientific literature on customer segmentation criteria and the main types of customer segmentation; 2) the evaluation of profit potential of bank customer segments in CEE s...

  17. Strength and Quality of Relationships in Customer Services; Case of Retail Environments Based on Customers Perception

    OpenAIRE

    Kambiz Heidarzadeh Hanzaee; Amanolla Rahpeima

    2012-01-01

    The present study aims to study the quality and strength of the relationships in customer services of retail environments and its relationship with some variables such as service quality and customer loyalty based on the customers’ perception of their shopping experience. For this purpose, a sample of 445 customers who has had the experience of shopping at a chain store in Shiraz-Iran was used in order to collect data. The data were analyzed using LISREL 8.8 software program. The findings ind...

  18. Strength and Quality of Relationships in Customer Services; Case of Retail Environments Based on Customers Perception

    Directory of Open Access Journals (Sweden)

    Kambiz Heidarzadeh Hanzaee

    2012-07-01

    Full Text Available The present study aims to study the quality and strength of the relationships in customer services of retail environments and its relationship with some variables such as service quality and customer loyalty based on the customers’ perception of their shopping experience. For this purpose, a sample of 445 customers who has had the experience of shopping at a chain store in Shiraz-Iran was used in order to collect data. The data were analyzed using LISREL 8.8 software program. The findings indicate the existence of the relationships between the variables based on the research hypotheses. Through this study, the effects of the variables such as service quality, trust and commitment on relationship strength and the effect of relationship strength on relationship quality and customer loyalty were investigated. The implemented sample of the research limits its generalizability and it is possible to enlarge the sample size in order to enhance the generalization. The findings may help the managers and executives to affect some variables such as relationship quality and customer loyalty behaviors through controlling the predictive variables such as quality level of the provided services. In addition, the findings, considering all aspects, can be generalized to the services that hold some common features with regard to the nature of customer relationships in retail industry such as travel agencies, insurance firms and banking.

  19. Developing Customer Strategy and Segmentation, Case: The Finnish Seamen's Mission in the Benelux

    OpenAIRE

    Laine, Hanna

    2011-01-01

    Customer relationship management (CRM) is an important concept for every organization. This concerns also non-profit organizations. With the help of different CRM practises, such as customer strategy formation and segmentation, it is possible to create strong customer relationships which in turn have a positive effect on the organization’s overall performance. The aim of this thesis was to develop an eligible customer strategy and segmentation plan for the non-profit case company, the Finnish...

  20. Managing Customer Relationships in the Social Media : Case: Diamo oy

    OpenAIRE

    Laakso, Heidi

    2013-01-01

    The purpose of this study was to increase the amount of new likes of Diamo Oy in the social media network site Facebook, eventually aiming for the creation of new customer relationships, increased visibility of the company and into strictly increasing purchasing of their products. The theoretical part of the study consists of the role of content production in the social media field and customer relationship management, of which particularly customer acquisition and retention are discussed mor...

  1. QUALITY AND CUSTOMER SATISFACTION: RELATIONSHIPS AND DYNAMICS. A CASE STUDY

    OpenAIRE

    Cecilia SILVESTRI

    2014-01-01

    Customer satisfaction is central to strategic management oriented to quality. The quality of products/services generates, in fact, the customer satisfaction. The aim of the research is to demonstrate the existence of a linear dependence between quality and customer satisfaction. The survey tool is the questionnaire and the analysis of the data was used: (1) factor analysis (with the aim of reducing the numerosity of variables without losing their significance), (2) multiple linear regression ...

  2. A Case Investigation of Product Structure Complexity in Mass Customization Using a Data Mining Approach

    DEFF Research Database (Denmark)

    Nielsen, Peter; Brunø, Thomas Ditlev; Nielsen, Kjeld

    2014-01-01

    This paper presents a data mining method for analyzing historical configuration data providing a number of opportunities for improving mass customization capabilities. The overall objective of this paper is to investigate how specific quantitative analyses, more specifically the association rule...

  3. Peculiarities of Customer Relationships Management: a Case of Lithuanian Companies

    OpenAIRE

    Gintarė Bliujūtė; Renata Korsakienė

    2014-01-01

    Increasing competition among companies, constantly growingproduct and service quality requirements, rapidly changing consumerbehavior, technology advancements and changes enablescustomer to make decisions which product or service to buy. Inthis context, customer relationship management is becoming animportant tool creating preconditions to maintain loyal customersand improve company’s performance. The paper analyzespeculiarities of customer relationship management in Lithuaniancompanies. In o...

  4. Strategic Customer Engagement on Instagram : a case of global Business to Customer (B2C) brands

    OpenAIRE

    Gong, Xueqi

    2015-01-01

    As a relatively new social networking site (SNS), Instagram’s user database has been growing at a staggering rate since it was first launched in 2010. Marketing practitioners have been making efforts on this increasingly popular mobile image (and video) capturing and sharing service to reach the end-users, more importantly, to build lasting relationships with them. Academic scholarship on customer engagement while brands using Instagram commercially remains limited. This thesis addresses the ...

  5. Enhancing customer perceived value in home deliveries - Case: Customer company X

    OpenAIRE

    Beilinson, Joni

    2013-01-01

    ABSTRACT Objectives of the Study The aim of this research is threefold. The first objective is to define the concept of service quality in the context of home delivery of physically large consumer goods. Second objective for the research is to identify different customer segments and their key value drivers. Third object for this research is to identify those elements in the service process that could be used to modularize the service package. Academic background and methodology ...

  6. Multi-domain case-based module for customer support

    OpenAIRE

    Heras Barberá, Stella María; Garcia Pardo Gimenez De Los Galanes, Juan Angel; Ramos-Garijo Font De Mora, Rafael; Palomares Chust, Alberto; Botti Navarro, Vicente Juan; Rebollo Pedruelo, Miguel; Julian Inglada, Vicente Javier

    2009-01-01

    Technology management centres provide technological and customer support services for private or public organisations. Commonly, these centres offer support by using a helpdesk software that facilitates the work of their operators. In this paper, a CBR module that acts as a solution recommender for customer support environments is presented. The CBR module is flexible and multi-domain, in order to be easily integrable with any existing helpdesk software in the company. (c) 2008 Elsevier Ltd. ...

  7. Measuring customer expectations of service quality: case airline industry

    OpenAIRE

    Tolpa, Ekaterina

    2012-01-01

    Objectives of the Study The first theoretical objective of this study is to discuss the concept of service quality and find out the different approaches to measure service quality. The second objective is to define a process model for measuring service quality in air transportation based on literature review. Empirical objectives are to test the process model on selected customer group. Then, the results are used to investigate what services customers consider as the cornerstones of th...

  8. Multi-channel customer management: A case study in Egypt

    OpenAIRE

    Ali, M.; Brooks, L.

    2009-01-01

    Channel management is one CRM systems component much influenced by the behaviour of customers in relation to the implementation and use of channel management CRM component. The consumers’ behaviours, preferences, perceptions and expectations are crucial for the implementation and use of channel management. Customers’ contact with the organization’s multi-channels can occur at several touch points through out customer lifecycle. Customers’ behaviours may be differentiated according to the indi...

  9. Customer Relationship Management : Evaluating customer Relationship Management:case Lennol Oy

    OpenAIRE

    Ndila Mutua, Esther

    2011-01-01

    The objective of this thesis was to study the CRM of the Lennol Company which is a linen company situated in Finland, Jalasjärvi. The Company wanted to know if their CRM is effective and how they can make it more profitable for the company. The theoretical framework is constructed using materials on theories on Customer Relationship Management. This part consists of characteristics of effective CRM and benefit of CRM. The author also mentions the reasons for failure of CRM and also how busine...

  10. Customer satisfaction in business : A case study of Moon travel ltd

    OpenAIRE

    Wadud, Sharmin

    2013-01-01

    Today, competition among businesses has become increasingly intense and organizations realize that they cannot compete with each other solely on price, but need to focus on their valued customers. The purpose of this thesis was to measure the current level of the customer satisfaction in the case company as well as to better understand customers’ needs from the company’s point of view in order to improve customer service. Another purpose was to analyze the reasons and factors that might obstr...

  11. Customer Segmentation Research : Case Study to Regon AY

    OpenAIRE

    Hyväri, Velipekka

    2014-01-01

    This thesis is made for Regon Ay, a company based in Haapajärvi, Finland. The Purpose of this thesis is to identify the segments of potential customers for firewood processors. The thesis aims to explain the most effective combination of marketing methods in order to reach potential customers. The relevant studies that were used in this thesis included theories of purchasing making process and linear model of communication-theory. The marketing mix tool, including 4P’s theory was widely appli...

  12. Building Customer Relationship Management in a Small Business through Social Media Marketing : Case Company: Parturimo Herman

    OpenAIRE

    Eskola, Lauri

    2015-01-01

    The objective of this research work is to analyze the case company Parturimo Herman’s Social Media approach for the purposes of Customer Relationship Management, suggest improvements. The research questions are made in hierarchical order and are: First Research Question: How can the case company’s customer relationship management be improved through use of Social Media? Second Research Question: What is the internal perspective in the case company to the use of Social Media as a tool for mark...

  13. Effects of self-service technology on customer value and customer readiness: The case of banking industry

    Directory of Open Access Journals (Sweden)

    Parviz Khadem

    2013-07-01

    Full Text Available The recent development on internet banking has contributed to this industry, significantly. People could do their banking transactions by clicking a bottom and transfer funds, pay bills, etc. In this paper, we present an empirical investigation to find out the effects of different factors on continuous internet banking. The proposed study of this paper has adopted a questionnaire, which was originally developed by Ho and Ko (2008 [Ho, S. H., & Ko, Y. Y. (2008. Effects of self-service technology on customer value and customer readiness: The case of Internet banking. Internet Research, 18(4, 427-446.]. We have used Pearson correlation test as well as stepwise regression techniques to verify the effect of different factors and the results of our survey show that four variables of easy implementation, usefulness, cost reduction and self-control positively influence continuous internet banking.

  14. Service Innovation Involved by Employees and Customers:From Conceptual Model to an IT Service Case

    Institute of Scientific and Technical Information of China (English)

    LIU De-wen; LU Ruo-yu

    2006-01-01

    With the service industry and information technology developing, Service innovation occurs continually in business today. It is important for service firms to understand the service's business and process;customer knowledge including needs, expectations and experiences.However, employees are key factor to collect the customer's advice. At the same time, employees may organize customers for the new service. So, the integration of employees and customers will help service firm in the way of developing a new service and upgrading a service. The paper describes some models to explain the relation based on some literatures and give some advices for service firms. At last, we introduce an IT service case

  15. Customer Ranking Model for Project Businesses: A Case Study from the Automotive Industry

    Directory of Open Access Journals (Sweden)

    Bernd Markus Zunk

    2014-03-01

    Full Text Available For technology-orientated enterprises that operate project-based businesses, the goal-oriented allocation of scarce marketing resources has great potential to help consolidate their competitive position. An important precondition for goal-oriented management is the identification of the most valuable customers. This enables technology-orientated enterprises to segment markets in order to make tactical marketing decisions. This theorybased paper aims to develop and test a holistic customer ranking model. By deploying the five steps presented in this paper, customer relationship managers are better able to identify and to rank their customers in project-based businesses. A case study provides an example of the application of the method from the automotive industry in Austria. The experiences derived from this case study show that using a customer ranking framework is a crucial factor for enterprises in narrow technology markets to be successful and to achieve their corporate goals.

  16. Green Solutions for Logistics Customers : Case Study: DHL

    OpenAIRE

    Gyasi-Mensah, Albert

    2012-01-01

    Green awareness is a topic that has become very current due to natural disasters and growing awareness. Businesses have to take part in protecting the environment by carrying out their Corporate Environmental Responsibility (CER) which should be implemented in their strategy and practices. Simultaneously, customers increasingly look for the green alternative among products and services. Logistics business is one sector which faces major paradoxes when trying to be environmentally friendly bec...

  17. Creativity and innovation by empowering the customer: The case of Mulino Bianco. Part II: The digital customer value added

    Science.gov (United States)

    Bujor, A.; Avasilcăi, S.

    2015-11-01

    Internet Toolkit and Web 2.0. by means of which customers are being invited to participate in competitions, being asked to design and share their concepts / views for new products, or to get involved in by voting those ideas they best like and would love to find them on markets. The aim of this paper is to explore and identify the involvement of stakeholders in Mullino Bianco's product development or improvement through creativity and innovation. As methodology approach, a case study about Mulino Bianco was done, and the foreseen result is highlighting the Nel Mulino Che Vorrei platform's features for consumer's engagement in the value creation and co-creation.

  18. Highway Expenditures and Associated Customer Satisfaction: A Case Study

    Directory of Open Access Journals (Sweden)

    Alexander Paz

    2016-01-01

    Full Text Available This study analyzes the satisfaction of the Nevadans with respect to their highway transportation system and the corresponding expenditures of Nevada Department of Transportation (NDOT. A survey questionnaire was designed to capture the opinions of the Nevadans (customers about a number of characteristics of their transportation system. Data from the financial data warehouse of the NDOT was used to evaluate expenditures. Multinomial probit models were estimated to study the correlations between customers’ opinion and the government expenditures in transportation. The results indicate the customer satisfaction is decreasing with respect to traffic safety throughout Northwestern and Southern Nevada highways. In addition, users of Northwestern highways are more likely to be satisfied, compared to their counterparts, with increasing construction spending to reduce the time taken to complete construction projects. In Southern Nevada highways, customers’ satisfaction increases with the expenditures associated with reduction of congestion. These insights are examples of the conclusions that were obtained as a consequence of simultaneously considering customer satisfaction and the corresponding expenditures in transportation.

  19. 基于AHM模型的客户响应能力影响方案研究%Attribute-level Model and Customer Response Capabilities

    Institute of Scientific and Technical Information of China (English)

    韩炜; 马斌

    2012-01-01

    在动态变化的复杂环境中,良好的客户响应能力是企业获得竞争优势的基础。客户知识作为一种关键的战略资源,不仅能够提高企业客户关系管理的水平,而且通过客户知识管理还能为顾客创造价值的同时,持续提高企业的客户响应能力。文章在客户知识管理方案对客户响应能力的测度问题上采用一种新的无结构决策方法--属性层次模型(AHM),对各方案的权重大小进行计算排序。计算结果为提高客户响应能力提供了理论参考,进而为各个企业根据自身情况寻找符合本企业的客户知识管理方案提供了参考意见。%In the dynamic and complex environment, excellent customer response capability is the basis for enterprises to obtain competitive edge.As a key strategic resource, customer knowledge not only improves the level of customer relationship management, but also creates values for customers and constantly improves customer responsiveness through customer knowledge management.In the issue of customer knowledge management program and the customer response capabilities, the article uses a new unstructured decision-making method-Attribute-level model(A HM) to calculate and sort major programs according to their weight.The results provide a theoretical reference for improving customer responsiveness, and reference for enterprises to look for customer knowledge management program according to their own situation.

  20. How customer satisfaction changes behavior: A case study of banking industry

    Directory of Open Access Journals (Sweden)

    Hossein Vazifedoost

    2013-06-01

    Full Text Available An increase on competition industry from one side and the need for customer retention on the other side in banking industry create necessary motivation to learn more about customer behavior. This paper investigated the relationship between seven perspectives of banking services and customers’ attitude towards changing behavior. The seven perspectives included how bank employees’ treat customers, service prices, how to promote and market synergies, place and time to serve customers, products, equipment and process. The proposed study was implemented in two Iranian banks called Mellat and Tejarat in city of Tehran, Iran. The results indicated that all components except one case, which was “how to promote and market synergies” had meaningful and negative relationship with customer behavior.

  1. Case study-fujitsu and CRM : the impact of customer relationship management on Futjitsu as a service providing company

    OpenAIRE

    Nooren, Ella

    2012-01-01

    This case study named “The impact of customer relationship management on fujitsu as service providing company” has as its main aim analysing the impact of CRM on a company’s customer satisfaction. What are the benefits for a company by using CRM and if it would improve, using Fujitsu as our case study. How Fujitsu measures its customer satisfaction is one of the issues developed in this thesis. Some of the methods used are Customer Satisfaction Interview Programme (CSIP); Cu...

  2. Impact of SME policies on innovation capabilities: The Turkish case

    OpenAIRE

    Elif Bascavusoglu-Moreau; Mustafa Colakoglu

    2011-01-01

    The purpose of this paper is to explore the determinants of innovative capabilities in an emerging country context. We focus more particularly on the impact of recent changes in SME policies in Turkey. Using a unique firm-level survey conducted on 45.000 SMEs, innovative capabilities of firms are assessed at three different levels; their innovation efforts, innovation decision and innovative intensity. We analyze and compare the impact of two different incentive schemes; one a purely financia...

  3. CUSTOMER CARE AS AN ESSENTIAL ELEMENT IN THE TELECOMMUNICATION INDUSTRY : Case Airtel Ghana.

    OpenAIRE

    Gambo, Ramatu Bashiru

    2016-01-01

    Today, an evolution of mobile internet has led to a dramatic demand of mobile network services within the telecommunication industry. This has compelled telecommunication companies not to only consider price as a major competing tool in intense competing markets but also, focus on customer care as a means of excelling in those markets. The purpose of this study is to investigate customer care activities practiced by Airtel Ghana, the case company and their impact on the company’s service deli...

  4. Packaging Solutions : Delivering customer value through Logistical Packaging: A Case Study at Stora Enso Packaging

    OpenAIRE

    Shan, Kun; Julius, Joezer

    2015-01-01

    AbstractBackground;Despite of the significant role of packaging within logistics and supply chain management, packaging is infrequently studied as focal point in supply chain. Most of the previous logistics research studies tend to explain the integration between packaging and logistics through logistical packaging. In very rare cases, the studies mentioned about customer value. Therefore the major disadvantage of these studies is that, they didn’t consider logistical packaging and customer v...

  5. Evaluation of the Effective Factors on Customers' Satisfaction Using INDSAT Model; Case Study: Household Appliances' Customers of Mobarakeh Steel Company

    OpenAIRE

    Ali Kazemi; Ali Belenj; Hussain Rezaei Dolatabadi

    2012-01-01

    Customers and consumers are always looking for suppliers who offer better products or services to their clients. Lots of documents show that in today's competitive world, exploring and meeting customers' needs and and requirements before other competitors, is the essential condition for companies to be successful. vices provided by organizations is the assessment of customer satisfaction. this study deals with identification and investigation of factors affecting industrial customer's satisfa...

  6. E-Health Initiative and Customer's Expectation: Case Brunei

    CERN Document Server

    Almunawar, Mohammad Nabil; Low, Patrick Kim Cheng; Anshari, Muhammad

    2012-01-01

    This paper is to determine the dimension of e-health services in Brunei Darussalam (Brunei) from customers' perspective. It is to identify, understand, analyze and evaluate public's expectation on e-health in Brunei. A questionnaire was designed to gather quantitative and qualitative data to survey patients, patient's family, and health practitioners at hospitals, clinics, or home care centers in Brunei starting from February to March, 2011. A 25-item Likert-type survey instrument was specifically developed for this study and administered to a sample of 366 patients. The data were analyzed to provide initial ideas and recommendation to policy makers on how to move forward with the e-health initiative as a mean to improve healthcare services. The survey revealed that there exists a high demand and expectation from people in Brunei to have better healthcare services accessible through an e-health system in order to improve health literacy as well as quality and efficiency of healthcare. Regardless of the limita...

  7. The influence of store image on customer satisfaction: a case study of a shoe store

    Directory of Open Access Journals (Sweden)

    Tarsis Souza Silva

    2010-01-01

    Full Text Available Knowledge of customers' image of a store is an essential factor in the management of retail outlets. This article presents a case study of the effect of the image customers have of a shoe store on their satisfaction, based on a descriptive and quantitative survey, with the application of a structured questionnaire. We then employed factor analysis to obtain seven store image factors: assortment, convenience, reputation, price, atmosphere, layout and service. The results show that the factor that most affects customer satisfaction in the store studied is service, and that atmosphere and layout have no effect in this respect. The results provide a better understanding of the role store image plays in customer satisfaction and loyalty.

  8. Analysis of Relationship between Knowledge Management and Customer Relationship Management with Customer Knowledge Management (Case Study At Azaran Valve Co.)

    OpenAIRE

    Sayyed Mohsen Allameh; Arash Shahin; Babak Tabanifar

    2012-01-01

    Knowledge management (KM) and customer relationship management (CRM) are both emphasized on the allocation of resources to business supportive activities in order to gain competitive advantages.. Merging the two concepts of knowledge management and customer relationship management in customer knowledge management (CKM) model can promote the benefits of employing each of them and reduce the risk of implementation failure. This study sought to analyze the relationship between knowledge manageme...

  9. Exploring the relationship between customer experience and customer value in grocery retailing. Case: A K-Citymarket Grocery Store

    OpenAIRE

    Hänninen, Mikko

    2015-01-01

    As competition, especially in grocery retail has increased in the last decade, retailers have begun to compete primarily with price often forgetting its customers and their needs. While price can be the main purchase motivator for certain customers, it is a unique customer experience that creates competitive advantage that is difficult to imitate as several academics such as Rintamäki et al. (2006) and Grewal et al. (2009) have pointed out. However, despite the importance of understanding the...

  10. Sales approach to customer service in e-commerce - A case study within a specialty retailer's customer service chat

    OpenAIRE

    Iso-Peura, Tapio

    2014-01-01

    As the incremental digitalization changes the world significantly, companies need to be present and successful at electronic marketplaces in order to thrive. This study attempts to broaden the understanding of the companies' online competitiveness by applying the sales approach to customer service in the context of a specialty retailer's customer service chat. The objective is to find ways to make the company's customer service function more cost-effective by applying traditional, face-to-fac...

  11. THE EFFECTS OF SERVICE QUALITY AND CUSTOMER SATISFACTION ON CUSTOMER LOYALTY: A CASE OF THAI MOBILE NETWORK INDUSTRY

    OpenAIRE

    Ajdanai Yuktanandana; Dissatat Prasertsakul

    2015-01-01

    This research proposes a conceptual framework to examine the effects of service quality and customer satisfaction on customer loyalty. In order to test and prove the conceptual framework, fi eld research was conducted. Th e questionnaire was designed based on existing constructs in relevant literature. The research target sample consisted of 401 Bangkok-based customers of Th ai major mobile service providers, AIS, DTAC, and Truemove. Reliability tests and statistical analyses were performed t...

  12. CUSTOMER RELATIONSHIP MANAGEMENT ( CRM IN HOTEL INDUSTRY : A FRAMEWORK PROPOSAL ON THE RELATIONSHIP AMONG CRM DIMENSIONS, MARKETING CAPABILITIES, AND HOTEL PERFORMANCE

    Directory of Open Access Journals (Sweden)

    Abdul Alem Mohammed

    2012-01-01

    Full Text Available Customer relationship management (CRM has a growing popularity and is becoming one of the hottest academic and practical topics in the business field. In fact, due to the competitive environment, CRM is crucial and has become a niche for firm performance. However, there is limited research that reveals the relationship between CRM dimensions and hotel performance. Therefore this study is an attempt to provide a value conceptual model that explains the theoretical linkages existing between CRM dimensions and hotel performance. This study serves not only to clarify the relationship between CRM dimensions and hotel performance, but also to explain the mediation role of marketing capabilities in this relationship.

  13. Building the System of Innovation Capability Indicators: Case of Latvia

    Directory of Open Access Journals (Sweden)

    Daina ŠĶILTERE

    2013-11-01

    Full Text Available “Innovation” nowadays still is defined and interpreted in different ways. Some say that if you cannot define something you cannot measure it, and if you cannot measure it, you cannot manage it. Measuring innovation requires certain standards, definitions and methodology. Interpreting the measures requires an understanding of the “system of innovation” as a whole. Innovation is an important component for economic growth and productivity. However, taking into account constantly changing nature of innovation over time, it is extremely difficult to measure innovation. As a result, various indicators that supplement each other have come into common usage; that means one is not a predictor of the other. This paper aims to discuss and classify innovation capability measures. It is concluded that there is no general best way of measuring the innovation capability. Innovation is a complex process. Individual indicators provide useful insights into the specific components; together, they provide an understanding of the innovation process by which knowledge assets are converted into commercial applications and the linkages between the innovation process actors. In fact, the most interesting results may be obtained using a variety of different approaches at the same time.

  14. Business Innovation through Customer-Value Creation: Case Study of a Virtual Education Business in Japan.

    Science.gov (United States)

    Kodama, Mitsuru

    2000-01-01

    The case of a virtual education business that expanded through creation of customer value in strategic partnerships yields two key points for the future of multimedia businesses. Ability to incorporate new business styles and innovative leadership that harmonizes the philosophies of various partner companies were factors in success. (SK)

  15. Analysis of Relationship between Knowledge Management and Customer Relationship Management with Customer Knowledge Management (Case Study At Azaran Valve Co.

    Directory of Open Access Journals (Sweden)

    Sayyed Mohsen Allameh

    2012-10-01

    Full Text Available Knowledge management (KM and customer relationship management (CRM are both emphasized on the allocation of resources to business supportive activities in order to gain competitive advantages.. Merging the two concepts of knowledge management and customer relationship management in customer knowledge management (CKM model can promote the benefits of employing each of them and reduce the risk of implementation failure. This study sought to analyze the relationship between knowledge management and customer relationship management with customer knowledge management. The proposed research model has been provided using customer knowledge management literature. To test the model and the research assumptions, a closed response questionnaire was designed and distributed among managers and employees of Azaran Valve Co. After data collection, structural equation modeling was used to analysis and Cronbach's alpha coefficient was used to determine the reliability of the questionnaire. The results showed that knowledge management and customer relationship management both related to customer knowledge management directly and indirectly through channel management and interaction management.

  16. Evaluation of the Effective Factors on Customers' Satisfaction Using INDSAT Model; Case Study: Household Appliances' Customers of Mobarakeh Steel Company

    Directory of Open Access Journals (Sweden)

    Ali Kazemi

    2012-12-01

    Full Text Available Customers and consumers are always looking for suppliers who offer better products or services to their clients. Lots of documents show that in today's competitive world, exploring and meeting customers' needs and and requirements before other competitors, is the essential condition for companies to be successful. vices provided by organizations is the assessment of customer satisfaction. this study deals with identification and investigation of factors affecting industrial customer's satisfaction at Mobarake Steel Company of Esfahan. Statistical population included 125 company of the Household Appliances' Customers of Mobarakeh Steel Company. Field methods and questionnaire were used to gather essential information. In this study, 161 questionnaires were randomly distributed to Customers. Eventually 117 questionnaires were returned. SPSS and Amos were used to analyze data descriptively, assess the credibility of the model and test hypotheses. Results indicated that all satisfaction factors (product- sales people- product-related information- order handling- technical services- interaction with supplier's internal staff- complaint handling as the aspects of have positive effects on overall customer satisfaction. Also, all of these factors are not of the same preference to the customers; sales staff and product satisfactions the scored highest and complaint handling the lowest.

  17. Marketing communication plan : case DNA Finland Ltd: how to gain more Russian prepaid subscription customers?

    OpenAIRE

    Laitinen, Jenni-Mari

    2009-01-01

    This thesis is about marketing communications. The objective is to define the parts, which especially need to be considered in the functional and cost-effective promotion planning process, and then apply these features to the case company’s plan. The research question tries to solve the problem on what the case company must observe in their promotion process when trying to gain more Russian prepaid subscription customers. The study is divided into theoretical and empirical parts. The theo...

  18. Management perception of service quality and customer satisfaction. Case: Concierge Service of the Bank X.

    OpenAIRE

    Pivovarova, Veronika

    2016-01-01

    This Bachelor’s thesis discusses the managerial view on the service quality and its relation to customer satisfaction in a case company. The objective of the study was to find ways to improve the service quality in the case department so that to strengthen its customers’ satisfaction. The study was implemented for a commissioning party Bank X and its Concierge Service department. The commissioning party is located in Saint Petersburg, Russia. The study comprises the theoretical background...

  19. TECHNOLOGICAL INNOVATION CAPABILITIES IN THE SOFTWARE INDUSTRY: A CASE OF SUCCESS

    Directory of Open Access Journals (Sweden)

    Tatiana Vargas Vega

    2013-07-01

    Full Text Available The formation and accumulation of technological capabilities for the empirical case of a Costa Rican leading software company are studied in this research. In addition, the accumulation of technological capabilities through the different knowledge transfer mechanisms and learning activities is analyzed, as well as the areas where the technological capabilities are focused in the Company. To comprehend the different innovation levels of the Company, a technological capabilities matrix was prepared, as proposed by Bell and Pavitt (1995. Therefore, it was found that the company Alpha exceeded basic operational and technological capabilities as well as innovative capabilities, reaching advanced levels in most activities, especially in its core business.

  20. Total Exploitation Orientation in Capability Development: The Cross-case of Google, Ericsson, Microsoft and Nokia

    OpenAIRE

    Alar Kolk; Mait Rungi

    2012-01-01

    The aim of the research is to cover the important aspects of corporate capability portfolio development – its co-evolution and configuration with an alliance portfolio. Capability portfolio management has received less attention than it deserves, and the co-evolution of capability and alliance portfolios is not looked at together. Here a closer look is taken from the perspective of exploration and exploitation capability portfolios in the context of large global ICT companies as cases in the ...

  1. Suggestions for Customer Strategy Updates : Finnish Customs

    OpenAIRE

    Kaisto, Raisa

    2014-01-01

    The case organization Finnish Customs wanted to be provided with new suggestions for their customer strategy updates. The first objective of this study was to study how the needs of the partnership and key customers are met in the customer strategy and provide suggestions for improvements. Another objective was to research the legislation influencing the customer strategy development. The customer strategy was created in 2004 and it was combined with other strategies in 2013. The customer...

  2. An Analysis of Port Service Quality and Customer Satisfaction: The Case of Korean Container Ports

    Directory of Open Access Journals (Sweden)

    Gi Tae Yeo

    2015-12-01

    Full Text Available Ports play a critical role in the economy of many countries and regions. Failure or unreliability of port services can significantly influence port customers—shipping lines and cargo owners—and result in their dissatisfaction. However, what constitutes port service quality (PSQ and its influence on the satisfaction of port customers has not been well investigated in the literature. Therefore, this study investigates the concept of PSQ and its influence on customer satisfaction in the case of Korean container ports. Following a literature review, a conceptual model of PSQ and its influence on customer satisfaction is proposed. The model was validated through a survey of 313 members of the Korean Port Logistics Association (KPLA. Partial least squares structural equation modeling (PLS-SEM was conducted to confirm the PSQ dimensions and to examine their relationship with customer satisfaction using SmartPLS 3.2.1 software. PSQ is found to be a five-factor construct, and its management, and image and social responsibility factors have significant positive effects on customer satisfaction. In addition to its academic contribution, this study also contributes to management practices because port managers can use the PSQ scale to measure their customers’ satisfaction and justify investments in the quality management of port services.

  3. Investigating the Relationship between Corporate Reputation and Customer Behavioral Intentions through Roles of Customer Trust, Customer Commitment and Customer Recognition (Case Study: Iran Insurance Company in Iran, Isfahan City)

    OpenAIRE

    Fariddeddin Allameh Haery; Hassan Ghorbani; Bahram Zamani

    2014-01-01

    Current study entitled "Investigating therelationship between corporate reputation and customer behavioral intentions through roles of customer trust, customer commitment and customer recognition" investigates the role of corporate reputation in purchase intention and tendency to pay premiums regarding variables such as trust, commitment and recognition of customers of Iran Insurance Company in Iran, Isfahan city. In this study regarding the proposed model there is a main hypothesis (which in...

  4. LOYALTY CARDS AND ITS EFFECT ON CUSTOMER RETENTION AND CUSTOMER SATISFACTION – A CASE STUDY OF ‘BIG BAZAAR’

    OpenAIRE

    Bhalla, Chirag

    2010-01-01

    The majority of the organizations previously benefited from domination. Consumers did not have many substitutes or preference. With the latest entries of many new organizations, the antagonism in the market place has increased. With the entry of the new organizations, the present businesses feel threatened. Nowadays, the consumers have a range of organizations as a choice. Commodities like cars are custom made for the customers. The organizations are more consumer focussed and consumer centri...

  5. Managing customer expectations in global account relationships - Case: Customer relationship between two multinationals in the IT-industry

    OpenAIRE

    Tynkkynen, Johanna

    2012-01-01

    Objective of the Research Global account management has become a critical task for many multinational corporations as they seek to answer customers’ demands. The purpose of this study is to develop a framework for managing client expectations in global services delivery so that it supports long-lasting customer relationships, creates trust and better customer satisfaction and eventually helps in creating strategic partnerships. In the literature review global account management in m...

  6. A Method of Case Retrieval for Web-based Remote Customization Platform

    Directory of Open Access Journals (Sweden)

    Yuhuai Wang

    2014-04-01

    Full Text Available A web-based remote customization platform is developed for hardware product in this paper. To realize the rapid product customization, a case-based reasoning approach based on fuzzy set is put forward. To retrieve the most similar case from the case base, a parabola membership function is constructed based on the fuzzy set, and synthesis weights are introduced by combining subjective weights with objective weights which are calculated based on the deviation information of similarity. Then the model for solving cases' global similarity is set up based on synthesis weights. To improve the accuracy of the similarity measurement, center distance revision method based on area is presented for the Bi-interval type which is one of fuzzy numeric attribute. Implementation example applying above methods is given in the area of electric drill customization. Results show that the presented approach helps to improve the accuracy of the similarity of the case product, and reduce the time and cost of product design process

  7. The relevance of customer relationship management in the nigerian banking industry (A case study of intercontinental Bank Plc

    Directory of Open Access Journals (Sweden)

    Babatunde B. O.

    2010-12-01

    Full Text Available Customers relation management (CRM is an emerging customer innovation focused on growing customers profitably by knowing, caring and delivering value to the customers in a bid to enhance customer intimacy, increase quality service levels and enhance business penetration supported by technological capabilities.The objectives of the study is to find out the relevance of CRM in the industry and the extent of the concepts adopted. Also to determine the extent to which the CRM concept assist to build up competitive advantage overtime. In order to ascertain the fact in this research work secondary data were collected and regression model technique were adopted to analyze result both in quantitatively and descriptively format. Also, the finding revealed that more resources should be invested in technology and personnel training in order to get the best out of the customer relationship management (CRM. Recommendation were equally offered for banks aiming towards crafting a niche for themselves in the turbulent industry.

  8. Customer satisfaction factors for light rail: what can we learn from a successful case?

    Directory of Open Access Journals (Sweden)

    Marin MARINOV

    2014-10-01

    Full Text Available The main goal of this paper is to analyze customer satisfaction factors for Light Rail, identify a successful case and compare the level of service of this case with another system so that improvements in terms of price, time of journey and connectivity can be elaborated and suggested. The Docklands Light Railway (London, UK has been identified as a successful case, which service levels have been compared to ‘Metro Sul do Tejo, MST’ (Almada, Portugal. As a result, a set of solutions to improve MST are proposed.

  9. ALIGNMENT BETWEEN A BUSINESS STRATEGY AND THE CUSTOMER RELACIONSHIP MANAGEMENT: CASE OF A PHONE COMPANY

    OpenAIRE

    Evandro Prieto; Fernando José Barbin Laurindo; Marly Monteiro de Carvalho

    2007-01-01

    The aim of this paper is to discuss the strategic alignment between business and customers’ need as a critical factor in the definition and creation of sustainable competitive advantage. By this point of view, the CRM (Customer Relationship Management) is considered as a strategic tool to make possible this alignment. The methodology selected to conduct this work was the case study in a phone company. The objective is to investigate the evolution and the stage of the alignment....

  10. ISMAC: An Intelligent System for Customized Clinical Case Management and Analysis

    Directory of Open Access Journals (Sweden)

    Mingyu You

    2015-01-01

    Full Text Available Clinical cases are primary and vital evidence for Traditional Chinese Medicine (TCM clinical research. A great deal of medical knowledge is hidden in the clinical cases of the highly experienced TCM practitioner. With a deep Chinese culture background and years of clinical experience, an experienced TCM specialist usually has his or her unique clinical pattern and diagnosis idea. Preserving huge clinical cases of experienced TCM practitioners as well as exploring the inherent knowledge is then an important but arduous task. The novel system ISMAC (Intelligent System for Management and Analysis of Clinical Cases in TCM is designed and implemented for customized management and intelligent analysis of TCM clinical data. Customized templates with standard and expert-standard symptoms, diseases, syndromes, and Chinese Medince Formula (CMF are constructed in ISMAC, according to the clinical diagnosis and treatment characteristic of each TCM specialist. With these templates, clinical cases are archived in order to maintain their original characteristics. Varying data analysis and mining methods, grouped as Basic Analysis, Association Rule, Feature Reduction, Cluster, Pattern Classification, and Pattern Prediction, are implemented in the system. With a flexible dataset retrieval mechanism, ISMAC is a powerful and convenient system for clinical case analysis and clinical knowledge discovery.

  11. Customer Satisfaction in an Indian Restaurant : a case study of Ravintola Malminparatiisi

    OpenAIRE

    Bhuiyan Mohammad Zannatun, Nayem; Dipak, Raya

    2012-01-01

    Customer satisfaction can be regarded as the positive reaction of customers towards a company’s product or services. It is of key importance for the profitability of the company to ensure customer loyalty. It is often acknowledged that it more difficult to acquire new customers than to retain old customers. Customer satisfaction is a challenging objective for many organizations due to the pressure of competition and the variety of customer needs. Ravintola Malminparatiisi was established ...

  12. Innovation management based on proactive engagement of customers: A case study on LEGO Group. Part II: Challenge of engaging the digital customer

    Science.gov (United States)

    Avasilcăi, S.; Rusu, G.

    2015-11-01

    To foster the development of innovative products and new technologies, nowadays companies use an open innovation system, encouraging stakeholders to contribute, using the companies’ online platforms for open innovation or social media, bringing and sharing creative solutions and ideas in order to respond to challenging needs the company directly expresses. Accordingly, the current research continues the analysis of the LEGO Group innovation efforts, aiming to provide a case study approach based on describing the most important projects and online instruments company uses to interact with customers and other external stakeholders. Thus, by analysing the experience of the company in developing projects of involving stakeholders in the innovation processes, the article emphasizes the objective of these past projects developed by LEGO Group, outlining their objectives regarding the focus on the product or process innovation, the team management and stakeholders involved in the innovation actions and the results they obtained. Moreover, the case study highlights the features of the most important online instruments LEGO Group uses at the moment for engaging LEGO fans, children, parents, and other external stakeholders in developing new LEGO sets. Thus, LEGO online instruments provide the opportunity for customers to be creative and to respond to LEGO management team challenges. Accordingly, LEGO involve customers in bringing innovative ideas for LEGO sets through LEGO Ideas instrument, which aims to engage customers in submitting projects, voting and supporting ideas and also sharing them on social media. Also, the research emphasizes the role of supporting the open dialogue and interaction with customers and other external stakeholders through LEGO.com Create & Share Galleries instrument, using their creativity to upload innovative models in the public galleries. The continuous challenges LEGO launches for their fans create a long-term connection between company and

  13. Measuring customer satisfaction a case study: Kuopio Setlementti Puijola RY (Kompassi)

    OpenAIRE

    Shrestha, Sunita

    2015-01-01

    Customer satisfaction is vital to every organization either non-profit or for profit. Long run success and the operation of an organization depends on customers and therefore, they have to satisfy their customers. Measuring customer satisfaction through a survey or research helps the organization to know their performance level as well as customer expectation and wants from the organization. This research was conducted to examine the customer satisfaction level of Kuopio Setlementti Puij...

  14. Customer Service Analysis : Case: Sky Club Department of Yeti Airlines, Nepal

    OpenAIRE

    Chiluwal, Debendra

    2014-01-01

    In recent year, competition in business field is significantly growing and an organization cannot focus only on price but also they have to focus on customer service and satisfaction level. The objective of this thesis is to find out the level of customer service experience and satisfaction and provide suggestions for the future development. Customer service and customer satisfaction are relates to each other. Therefore, good customer service can get high level of customer satisfaction. A hig...

  15. CUSTOMER RELATIONS INFLUENCE AND IT’S RELATIONSHIP WITH CORE COMPETENCE : A CASE OF MOBILE COMMUNICATION SERVICE PROVIDERS

    OpenAIRE

    Mussa, Emmanuel M Mwanakatwe; Joachim N

    2011-01-01

    Purpose: The purpose of this thesis is to study and show how a customer relation through its strategic key elements is related to Core competence. Design and Methodology: This is a case study approach involving multiple cases for mobile telecommunication service providers from two countries namely, Tanzania and Zambia employing a qualitative research design. Literature review and theoretical framework resulted into a proposal of a theoretical model of relationship between Customer relations a...

  16. ADDING VALUE TO CUSTOMER RELATIONSHIP MANAGEMENT VIA SOCIAL MEDIA : CASE: WENZHOU WANDA CINEMA’S SINA WEIBO

    OpenAIRE

    Hu, Shuwei

    2013-01-01

    As a great invention, social media continues to play an important role of business world. Based on concepts of traditional Customer Relationship Management (CRM), customer value and service quality approach, this thesis briefly introduces social media to business and focus on Social CRM strategy. The aim of the thesis is to explore potential ways to add value to CRM through social media, and be generally on Sina Weibo by taking Wenzhou Wanda Cinema as the case company. Case study was cond...

  17. Capability Model for Case-Based Reasoning in Collaborative Commerce Environment

    Institute of Scientific and Technical Information of China (English)

    2005-01-01

    Collaborative commerce (c-commerce) has become an innovative business paradigm that helps companies achieve high operational performance through inter-organizational collaboration. This paper presents an effective case-based reasoning (CBR) capability model for solution selection in c-commerce applications, as CBR is widely used in knowledge management and electronic commerce.Based on the case-based competence model suggested by Smyth and McKenna, a directed graph was used to represent the collaborative reasoning history of CBR systems, where information of reasoning process ability was extracted. Experiment was carried out on a travel dataset. By integrating case-based competence and reasoning process ability, the capability is more suitable to reflect the real ability of CBR systems. The result shows that the proposed method can effectively evaluate the capability of CBR systems and enhance the performance of collaborative case-based reasoning in c-commerce environment.

  18. 对提升建筑企业客户关系能力的思考与建议%Thinking and Advice about Promoting Customer Relational Capability of Construction Enterprises

    Institute of Scientific and Technical Information of China (English)

    邱慧芳; 郝生跃; 任旭

    2012-01-01

    On the basis of emphasizing the importance of customer relational capability,defines the customer relational capability of construction enterprises,establishes a system of customer relational capability.In addition,analyzes the influences factor from the interior of construction enterprises,and offer corresponding proposal,in order to improve customer relational capability and customer relationship management for construction enterprises.%在强调客户关系能力重要性的基础上,界定建筑企业客户关系能力的概念,构建客户关系能力要素体系。此外,从企业内、外部环境出发,分析客户关系能力的影响因素,并提出相应建议,以期为建筑企业客户关系能力的提升和客户关系管理的实施提供借鉴。

  19. Operational Complexity of Supplier-Customer Systems Measured by Entropy—Case Studies

    Directory of Open Access Journals (Sweden)

    Ladislav Lukáš

    2016-04-01

    Full Text Available This paper discusses a unified entropy-based approach for the quantitative measurement of operational complexity of company supplier-customer relations. Classical Shannon entropy is utilized. Beside this quantification tool, we also explore the relations between Shannon entropy and (c,d-entropy in more details. An analytic description of so called iso-quant curves is given, too. We present five case studies, albeit in an anonymous setting, describing various details of general procedures for measuring the operational complexity of supplier-customer systems. In general, we assume a problem-oriented database exists, which contains detailed records of all product forecasts, orders and deliveries both in quantity and time, scheduled and realized, too. Data processing detects important flow variations both in volumes and times, e.g., order—forecast, delivery—order, and actual production—scheduled one. The unifying quantity used for entropy computation is the time gap between actual delivery time and order issue time, which is nothing else but a lead time in inventory control models. After data consistency checks, histograms and empirical distribution functions are constructed. Finally, the entropy, information-theoretic measure of supplier-customer operational complexity, is calculated. Basic steps of the algorithm are mentioned briefly, too. Results of supplier-customer system analysis from selected Czech small and medium-sized enterprises (SMEs are presented in various computational and managerial decision making details. An enterprise is ranked as SME one, if it has at most 250 employees and its turnover does not exceed 50 million USD per year, or its balance sheet total does not exceed 43 million USD per year, alternatively.

  20. Mechanism of supply chain coordination cased on dynamic capability framework-the mediating role of manufacturing capabilities

    Directory of Open Access Journals (Sweden)

    Tiantian Gao

    2014-10-01

    Full Text Available Purpose: A critical issue has been absent from the conversation on supply chain coordination: how supply chain coordination influence the enterprise performance. This research proposes a new vision to research the performance mechanism of supply chain coordination capability as a dynamic capability. Manufacturing capabilities are existed as mediating role. Design/methodology/approach: Data from International Manufacturing Strategy Survey in 2009 is used to verify the mediating model by hierarchical regression analysis. Findings: The results show that supply chain coordination impacts the enterprise performance positively and indirect impacts the enterprise performance through quality, cost, flexibility. Research implications: This study presents an overview of the impact of supply chain coordination and manufacturing capabilities on enterprise performance, giving grasp for further research of the relationships that exist between them. Originality/value: This finding integrates insights from previous research in dynamic capability framework and supply chain management into a generalization and extension of the performance mechanism in manufacturing enterprises.

  1. Customer Satisfaction and Loyalty: A Case Study from the Banking Sector

    Directory of Open Access Journals (Sweden)

    Rahman, Md. Hasebur

    2013-12-01

    Full Text Available Delivering superior service quality to customers in today’s business environment is very crucial and important due the stiff competition in the local and international markets. The ability to provide high service quality will strengthen the image, enhance retention of customers, attracting new potential customers through customer satisfaction and loyalty. This study investigates the customer satisfaction and loyalty relationship in terms of basic service, advanced service employed by Jamuna Bank Limited and customer perceptions regarding cost and prestige of receiving banking service of the concerned bank. The study reveals that there is a significant relationship observed among advanced service, cost & prestige and customer satisfaction. There is an insignificant relationship observed between basic service and customer satisfaction and finally a positive significant relationship observed between customer satisfaction and customer loyalty relationship.

  2. Esthetic Considerations for Reconstructing Implant Emergence Profile Using Titanium and Zirconia Custom Implant Abutments: Fifty Case Series Report.

    Science.gov (United States)

    Kutkut, Ahmad; Abu-Hammad, Osama; Mitchell, Richard

    2015-10-01

    Titanium and zirconia custom implant abutments are now commonly used for esthetic implant dentistry. Custom implant abutments allow the clinician to improve an implant's emergence profile, to customize cervical margins in accordance with the anatomy of the natural root, and to compensate for poor implant angulation. All of these are essential for optimum esthetic outcomes. Computer-aided design/computer-aided machining (CAD/CAM) technology allows the clinician to design custom implant abutment configurations and create natural-looking superstructures that are in harmony with the adjacent dentition and soft tissue. The CAD/CAM technique provides precise fit, reduces the cost of the procedure, and eliminates dimensional inaccuracies inherent in the conventional waxing and casting technique. The aim of this report is to describe a simplified technique for reconstructing emergence profiles during implant restoration using milled titanium and zirconia custom implant abutments. The results of 50 consecutive cases are reported. PMID:24175922

  3. Data Mining in Customer Relationship Management: The Case of a Major Logistic Company

    OpenAIRE

    Nekvapil, Viktor

    2012-01-01

    The thesis addresses possibilities of deploying the open source data mining system LISp-Miner in the customer relationship management (CRM), specifically in the area of lead management. This is basically a process of finding information about potential customers, qualifying those customers according to their potential (future value), and turning the selected potential customers to real customers. The data used includes the records concerning the lead management of a major logistic company ope...

  4. Maintaining service quality through customer satisfaction : Case: Jugend home hotel, Pietarsaari.

    OpenAIRE

    Regmi, Ramesh

    2013-01-01

    This thesis was written on the basis of importance of customer satisfaction in the hotel business. The level of customer satisfaction plays major role in terms of them choosing the same product again. As a higher level of satisfaction, a company gets a lot of benefits with repeated customers. Knowing customer satisfaction is an important aspect for the company. It helps a company to know the customers' needs or requirements and to design the service package according to their wishes. This rep...

  5. Gender effects on customer satisfaction in banking industry a case of commercial banks in Bindura, Zimbabwe.

    OpenAIRE

    Musekiwa Albert; Kosmas Njanike; Paul Mukucha

    2011-01-01

    The establishment of excellent customer satisfaction is paramount to the success of any business in today’s global village. This study aimed to establish gender effects on customer service expectations in commercial banks customers in Bindura. A sample size of 200 commercial banks customers was used. Results showed that female customers gave higher rating on staff and organization that was courteous gave personal attention, accurate information, helpful and had clean facilities while male cus...

  6. Extending the code generation capabilities of the Together CASE tool to support Data Definition languages

    CERN Document Server

    Marino, M

    2003-01-01

    Together is the recommended software development tool in the Atlas collaboration. The programmatic API, which provides the capability to use and augment Together's internal functionality, is comprised of three major components - IDE, RWI and SCI. IDE is a read-only interface used to generate custom outputs based on the information contained in a Together model. RWI allows to both extract and write information to a Together model. SCI is the Source Code Interface, as the name implies it allows to work at the level of the source code. Together is extended by writing modules (java classes) extensively making use of the relevant API. We exploited Together extensibility to add support for the Atlas Dictionary Language. ADL is an extended subset of OMG IDL. The implemented module (ADLModule) makes Together to support ADL keywords, enables options and generate ADL object descriptions directly from UML Class diagrams. The module thoroughly accesses a Together reverse engineered C++ project - and/or design only class ...

  7. Customer Equity von KMUs

    OpenAIRE

    Biemel, Friedhelm W.; Henseler, Jörg; Meyer, Jorn-Axel

    2003-01-01

    Customer relationships are most important assets of many SMEs. Customer Equity is the sum of the values of all customer relationships. Customer Equity will not be found in any balance sheet, nevertheless it has strategic importance. Even if companies do not want to publish their Customer Equity for competition reasons, it may be explicitly required and usefull in certain cases like changing ownerships in order to estimate the company’s value. This paper explains the main concept of Customer E...

  8. Customer orientation and further development plans for saving and credit co-operatives of Nepal : Case: Real saving and credit co-operative limited

    OpenAIRE

    Aryal, Bishal

    2013-01-01

    The topic of my thesis is customer orientation and development plans. The first objective of the research is to study the customer orientation of saving and credit co-operatives in Nepal. Secondly, this research aims to develop creative plans and ideas for increasing the number of customers in the case company through promotional activities. Lastly recommendations for the case company are generated for building up trust with the customers and for the company´s financial and organizational suc...

  9. The Impact of Service Quality on Customer Behavioral Loyalty in the Case of Travel Agencies from Romania

    OpenAIRE

    Ovidiu I. MOISESCU; Oana A. Gica

    2014-01-01

    Even though the concept of loyalty has been a key issue in tourism destination marketing for the last decades, the issue of customer loyalty in the case of travel agencies seems to be less emphasized in the specialized literature. The current research is part of a larger study directed at analyzing the impact of corporate social responsibility (CSR) on customer loyalty. Improving service quality is a fundamental part of the social responsibility of tourism businesses, while creating, maintain...

  10. The Role of Universities in Strengthening Local Capabilities for Innovation--A Comparative Case Study

    Science.gov (United States)

    Westnes, Petter; Hatakenaka, Sachi; Gjelsvik, Martin; Lester, Richard K.

    2009-01-01

    This article reports on a comparative case study of the role played by local universities and public research organizations in the development of local capabilities for innovation in two key gateways to the North Sea oil and gas province: the Stavanger region on the southwest coast of Norway and the Aberdeen region in northeast Scotland. These two…

  11. Product customization

    DEFF Research Database (Denmark)

    Lueg, Rainer

    2015-01-01

    This case study deals with the extension, customization, and profitability of two new product lines of a bicycle manufacturer. It can serve both as a discussion basis in class as well as an exam for advanced Master students in management, marketing, and ccounting. The case illustrates how variance...... analysis and Activity-based Costing help managers to better understand the different profitability of customized product lines. The rather open questions at the end of the case study allow for an adjustment to the level of knowledge of the students. Students will need to reflect on how a mechanical...

  12. Customer Satisfaction for Cellular Phones in Pakistan: A Case Study of Mobilink

    Directory of Open Access Journals (Sweden)

    Shakir Hafeez

    2010-07-01

    Full Text Available Customer satisfaction is a crucial element for the success of all businesses. One of the biggest challenges for a market is how to satisfy and retain the customers. The purpose of this study is to find the level of satisfaction and loyalty among the users of cellular phones. This study is based on Mobilink’s prepaid customers. The findings suggest that overall customer satisfaction and customer loyalty is comparatively low among the customers of Mobilink. The Customer loyalty in Pakistan’s mobile sector is relatively low because it is an emerging industry, new players are entering in this market and customers are more fascinated to try the new service providers. However it is expected that when the industry will be well established, the results will be more comparable to other studies.

  13. Creating a management system for customer information for a small business CASE: Botisto

    OpenAIRE

    Aho, Timo

    2012-01-01

    The purpose of this thesis project was to find and create a better solution for handling customer information at Botisto. Botisto is Spanish company selling mass customized men’s footwear. Before this thesis project, the customer information was collected manually. This information consisted, for example, of names, preferred shoe sizes and address information. During this project, it was decided that a customer information system will to be created from scratch. The system was develop...

  14. The Use of eCRM to Enhance Customer Relationship: The Case of Toyota Mahanakkorn

    OpenAIRE

    Puengprakiet, Pensiri; Mettagarunagul, Mingruedee

    2011-01-01

    Many organizations are familiar with using CRM (Customer relationship management) to manage and enhance the customer relationship. Good customer relationship can bring great benefits and a competitive advantage to organization. And in this era of technology, CRM that consists of eCRM (Electronic customer relationship management) is acknowledged as another potential solution for business. The purpose of this study is to explore what an organization can do to improve the use of eCRM, so eCRM ca...

  15. The Use of eCRM to Enhance Customer Relationship : The Case of Toyota Mahanakorn

    OpenAIRE

    Mettagarunagul, Mingruedee; Puengprakiet, Pensiri

    2011-01-01

    Many organizations are familiar with using CRM (Customer relationship management) to manage and enhance the customer relationship. Good customer relationship can bring great benefits and a competitive advantage to organization. And in this era of technology, CRM that consists of eCRM (Electronic customer relationship management) is acknowledged as another potential solution for business.The purpose of this study is to explore what an organization can do to improve the use of eCRM, so eCRM can...

  16. Chinese customer satisfaction survey of online shopping:a case study of Taobao

    OpenAIRE

    Yue, Liang

    2012-01-01

    The internet has become an increasingly important part of people’s daily life, work, study, entertainment and, in the form of electronic commerce, shopping. Electronic commerce is experiencing rapid growth in China. There are many successful business-to-business, business-to-customer and customer-to-customer online shopping companies in China. As a consequence, competition between vendors is intense and customer satisfaction is a necessary requirement for success. The purpose of this the...

  17. Management of Complex Industrial Supplier Relations - a Case of Customer Attractiveness

    DEFF Research Database (Denmark)

    Ellegaard, Chris

    relationship management is proposed – the concept of Customer Attractiveness. Customer Attractiveness is founded on the revised understanding of the supplier relationship management task and focuses on influencing suppliers by being an attractive customer, hereby motivating the necessary commitment to long...

  18. Improvement of Customer Satisfaction and Service Quality. Case Lassila & Tikanoja Oyj

    OpenAIRE

    Hassan, Tohid

    2013-01-01

    ABSTRACT KYMENLAAKSON AMMATTIKORKEAKOULU University of Applied Sciences International Trade, Kouvola MD TOHID HASSAN Improvement of Service Quality to Achieve Customer Satisfaction in Order to Face Strong Competition. Bachelor’s thesis 58 pages Supervisor Harri Ala-Uotila, Senior Lecturer, KyAMK. Commissioned by Lassila & Tikanoja Oyj, Kouvola, Finland. May 2013 Key words: Customer satisfaction, Customer service, Service quality. Increasingly all busine...

  19. Customer response to day-ahead wholesale market electricity prices: Case study of RTP program experience in New York

    Energy Technology Data Exchange (ETDEWEB)

    Goldman, C.; Hopper, N.; Sezgen, O.; Moezzi, M.; Bharvirkar, R.; Neenan, B.; Boisvert, R.; Cappers, P.; Pratt, D.

    2004-07-01

    There is growing interest in policies, programs and tariffs that encourage customer loads to provide demand response (DR) to help discipline wholesale electricity markets. Proposals at the retail level range from eliminating fixed rate tariffs as the default service for some or all customer groups to reinstituting utility-sponsored load management programs with market-based inducements to curtail. Alternative rate designs include time-of-use (TOU), day-ahead real-time pricing (RTP), critical peak pricing, and even pricing usage at real-time market balancing prices. Some Independent System Operators (ISOs) have implemented their own DR programs whereby load curtailment capabilities are treated as a system resource and are paid an equivalent value. The resulting load reductions from these tariffs and programs provide a variety of benefits, including limiting the ability of suppliers to increase spot and long-term market-clearing prices above competitive levels (Neenan et al., 2002; Boren stein, 2002; Ruff, 2002). Unfortunately, there is little information in the public domain to characterize and quantify how customers actually respond to these alternative dynamic pricing schemes. A few empirical studies of large customer RTP response have shown modest results for most customers, with a few very price-responsive customers providing most of the aggregate response (Herriges et al., 1993; Schwarz et al., 2002). However, these studies examined response to voluntary, two-part RTP programs implemented by utilities in states without retail competition.1 Furthermore, the researchers had limited information on customer characteristics so they were unable to identify the drivers to price response. In the absence of a compelling characterization of why customers join RTP programs and how they respond to prices, many initiatives to modernize retail electricity rates seem to be stymied.

  20. The Role of Long-Term Orientation and Service Recovery on the Relationships between Trust, Bonding, Customer Satisfaction and Customer Loyalty: The Case of Nigerian Retail Banks

    OpenAIRE

    Muhammad Mujtaba Abubakar; Sany Sanuri Mohd Mokhtar; Aliyu Olayemi Abdullattef

    2013-01-01

    In spite of consolidation of Nigerian retail banks, the industry is still embattled by customer complaints, lost of customer confidence and loyalty erosion. Extant literature has amply reported the associations between relational dynamics of trust, bonding, customer satisfaction and customer loyalty. However, these reports are contradictory and thus, inconclusive. Meanwhile, literature has argued extensively on the influence of cultural values on customer decision making and buying behaviour....

  1. Investigating the effective factors on customer loyalty on tourism Agencies using an e-marketing technique: A case study of Iranian tourism agencies

    Directory of Open Access Journals (Sweden)

    Mohammad Sabet

    2014-02-01

    Full Text Available The aim of this research is to determine and to assess the effective factors on customer loyalty, concerning the internet-purchase of products and services of Tehran tourism agencies. For this purpose, the standardized questionnaire was distributed among on-line internet customers of Tehran tourism agencies and finally 384 questionnaires were applied in analyzing the research hypotheses. The data obtained from customers were analyzed using confirmatory factor analysis technique and the structural equations modeling (SEM. The findings of the research with regard to the proposed model and its nine hypotheses from the highest to lowest route coefficients and hypothesis confirmation are respectively: the effect of customer loyalty with the route coefficient of 0.559; the effect of search capability with the route coefficient of 0.481; the effect of satisfaction on customer trust with the route coefficient of 0.388; the effect of transaction cost on customer satisfaction with the route coefficient of 0.321; the effect of search capability on customer trust with the route coefficient of 0.292; the effect of trust on customer loyalty with the route coefficient of 0.184; the effect of the perceived security on customer satisfaction with the route coefficient of 0.159. The above seven hypotheses have been confirmed and the effect perceived security effect on customer trust and the effect of transaction cost on customer trust with the route coefficient of 0.018 were finally rejected.

  2. Customer relationships strategy: an Australian cattle producers’ case study

    OpenAIRE

    Jie, Ferry

    2009-01-01

    An analysis of beef supply chains revealed that a strategic focus on beef quality was critical to that part of the chain involving producers. Moreover, beef quality was directly related to customer relationship management. Across the industry, there are a diverse set of customers each with different needs. This means that it is difficult for individual producers to develop a successful approach to customer relationship management without developing a product focus on one or two of these custo...

  3. The impact of advertising creativity on customer loyalty : Case Agency X

    OpenAIRE

    El Mahboul, Rabia

    2012-01-01

    Service quality and customer loyalty in business to business setting are vital in achieving business success. Moreover, advertising creativity and customer loyalty in B2B field have evoked a lot of debates. Yet, a lot of issues are still unclear and have not been explored by researchers to a sufficient degree. The main scope of the thesis is to give an insight on advertising creativity as well as service quality and its impact on customer loyalty from the agency perspective. For thi...

  4. Measuring customer satisfaction on perceived service quality : case mobile telecommunications service of Bouygues Telecom, France

    OpenAIRE

    Nguyen, Thien Phuc

    2014-01-01

    The incessant development of service industries always predisposes customers to their new level of satisfaction. Gaining customer satisfaction is one of the key factors that help companies remain competitive and sustainable. Therefore, measuring customer satisfaction is a perpetual topic conducted by many marketers, as well as researchers from time to time. The objectives of this thesis are to elucidate customers’ perceptions regarding mobile telecommunication services in French mobil...

  5. Customer acquisition in the context of Digital Marketing: Statbeat business case

    OpenAIRE

    Narsavidze, David

    2014-01-01

    Statbeat, a subsidiary of Fast Monkeys Oy, is an organization that has created an online sports team communication tool. The purpose of this study was to analyze Statbeat Oy, customer acquisition efforts. Another aim was to gather recommendations and create a plan for future customer acquisition efforts in the parent company, Fast Monkeys Oy. Customer acquisition is a term used for describing processes, principles and strategies used by businesses when acquiring their clients. The aut...

  6. Attributes And Consequences Of Customer Satisfaction In Tourism Industry: The Case Of Polish Travel Agencies

    OpenAIRE

    Andrzej Kobylanski

    2012-01-01

    The term “customer satisfaction” still has an abstract meaning for managers in developing countries. This study focuses on travel agencies in Poland, to improve managers’ awareness of how customer satisfaction can directly improve business performance. Authors investigated nine attributes of the travel agency service, and identified four of them that have significant effect on overall customer satisfaction (“quality of the offer,” “safety,” “convenience” and “comparison of the delivered servi...

  7. Customer satisfaction evaluation and recommendations for a marketing communication. Case: Business-Hotel “Karelia”

    OpenAIRE

    Guterman, Yana

    2015-01-01

    The economic which crisis started at the end of 2014 in Russia affected the hospitality industry significantly, the amount of tourists decreased, and issues of customer satisfaction and new cus-tomers’ attraction have become very important for hotel businesses. The main objectives of this thesis were to evaluate the current level of customer satisfaction and suggest some new ways of communication with the potential customers for the Business-Hotel “Karelia”. This hotel, located in Saint-P...

  8. Investigating the relationship between service quality and customer loyalty: A case study of banking industry

    OpenAIRE

    Aliakbar Aghaei; Mohammad Ali Mostafapour; Hamid Rezaei

    2013-01-01

    The present study investigates the relationship between service quality and customer loyalty in one of Iranian banks in province of Golestan, Iran named Bank Melli Iran. The population of the study consists of all customers of this branch. Using Kersity-Morgan table and simple random sampling, a number of 384 customers were selected as the participants of the study. The method of research is descriptive-correlation with a survey design. SERVQUAL scale and a researcher-made questionnaire were ...

  9. Online Service Quality and Customer Satisfaction: A case study of Bank Islam Malaysia Berhad

    OpenAIRE

    Ahmed, Khalil

    2011-01-01

    Online banking can provide a reliable service to the customers for which make them happy. Online banking service is a comparative advantage and can improve relationship with customers. The purpose of this study is to understand the impact of E-SERVQUAL model on customer satisfaction in Bank Islam Malaysia Brhd (BIMB). Four service quality dimensions namely tangibles, reliability, responsiveness, assurance, and empathy have been established based on the SERVQUAL model modified by Han and Beak ...

  10. Customer satisfaction in business organizations - Case study of Prisma (A subsidiary of KPO)

    OpenAIRE

    Oladejo, Akolade

    2010-01-01

    Customer satisfaction is can be seen as one of the main instruments that ensure the existence and survival of a business organization. It is very important for the business organizations to consider offering what the customers want rather than offering quality goods and services which may not meet up with the customers’ expectation. Therefore, business organizations have to possess a framework in their organizational structure towards satisfying their customers so that they can maintain their...

  11. Social Media Marketing : Social media impact on brand awareness in the case of Husqvarna Sverige's customers

    OpenAIRE

    Kljucanin, Nermin; Shahbazi, Said; Pourjanekikhani, Pouyan

    2012-01-01

    The purpose of this thesis is to understand how brand awareness among customers is created and maintained through the use of social media as a marketing tool.The web does not only provide people to socialize and share and receive information among friends and family online, it is also a powerful marketing tool and marketing place where the customer can interact with other customers and firms. Social media has made it possible for customer to choose on their own when and where they want to rec...

  12. 民用飞机客户服务体系能力成熟度评估方法%Capability Maturity Assessment Method for Civil Aircraft Customer Service System

    Institute of Scientific and Technical Information of China (English)

    徐峻; 陈林; 孙蕾

    2014-01-01

    According to the basic ideas of the Capability Maturity Model (CMM), the Maturity Model for civil aircraft customer service system was established on ifve big aspects: the engineering and technical support, marketing and customer support, spare parts support, flight training, technical publications, and so on. Then, Capability Maturity comprehensive evaluation method was given. With the survey results airlines of customer service satisfaction, and weights which were determined by expert advice, using the multi-level fuzzy comprehensive evaluation method , maturity level on the actual customer service system for comac's customer service center are evaluated, making the current maturity level of clear and continuous improvement Suggestions are put forward.%针对民用飞机客户服务中心的客户服务体系,根据成熟度模型(Capability Maturity Model,CMM)的基本思想,从工程技术支持、市场与客户支援、航材支援、飞行培训和技术出版物等5大方面入手,建立民用飞机客户服务体系的成熟度模型,提出其能力成熟度综合评价方法。通过参考中国商飞开展的客户服务满意度调查问卷结果,并融合专家意见确定的权重值,利用多层次模糊综合评价方法,对中国商飞客户服务中心现有的客户服务体系进行成熟度等级评价,明确其目前所处的成熟度层级,并提出持续改进的建议。

  13. Mass Customization Measurements Metrics

    DEFF Research Database (Denmark)

    Nielsen, Kjeld; Brunø, Thomas Ditlev; Jørgensen, Kaj Asbjørn;

    2014-01-01

    A recent survey has indicated that 17 % of companies have ceased mass customizing less than 1 year after initiating the effort. This paper presents measurement for a company’s mass customization performance, utilizing metrics within the three fundamental capabilities: robust process design, choice...... navigation, and solution space development. A mass customizer when assessing performance with these metrics can identify within which areas improvement would increase competitiveness the most and enable more efficient transition to mass customization....

  14. The Impact of Service Quality on Customer Behavioral Loyalty in the Case of Travel Agencies from Romania

    Directory of Open Access Journals (Sweden)

    Ovidiu I. Moisescu

    2014-11-01

    Full Text Available Even though the concept of loyalty has been a key issue in tourism destination marketing for the last decades, the issue of customer loyalty in the case of travel agencies seems to be less emphasized in the specialized literature. The current research is part of a larger study directed at analyzing the impact of corporate social responsibility (CSR on customer loyalty. Improving service quality is a fundamental part of the social responsibility of tourism businesses, while creating, maintaining and increasing customer loyalty is essential for the sustainability of these businesses. Starting from these assertions, the current paper tries to reveal certain correlations and to identify a model that depicts the impact of travel agencies’ service quality on their customers’ loyalty. In order to accomplish these goals, an online survey has been conducted among a sample of 286 Romanians which travelled using the services of a travel agency. In order to evaluate service quality, the SERVPERF assessment procedure was adapted to the case of travel agencies, using items related to tangibles (physical facilities, equipment and appearance of personnel, reliability (ability to perform the promised service dependably and accurately, responsiveness (willingness to help customers and provide prompt service, assurance (knowledge and courtesy of employees and their ability to inspire trust and confidence - including competence, courtesy, credibility and security, and empathy (caring and individualized attention that the firm provides to its customers - including access, communication, understanding the customer. In what concerns customer loyalty, the paper focuses on its behavioral facet, namely on the recommendations effectively made regarding certain travel agencies. In the proposed model, the scores regarding perceptions (SERVPERF were approached as independent variables, while behavioral loyalty was depicted as dependent variable.

  15. An empirical study to determine the critical success factors on customer retention: A case study of Iranian banking sector

    Directory of Open Access Journals (Sweden)

    Neda Jomehri

    2011-04-01

    Full Text Available One of the most important strategic issues for any enterprise is to create and deliver superior value for its customers and provide enough evidences to convince them not to choose another competitive. In this study, we study the effects of customer value, customer satisfaction and customer loyalty on customer retention. The results indicate that all aspects of the customer value have positive relationships with customer satisfaction but only emotional value has a positive and direct relationship with customer loyalty. The study confirms that while none of customer value aspects has direct and positive relationship with customer retention, both customer satisfaction and customer loyalty positively and directly affect customer retention.

  16. A Study to Determine the Effects of Customer Value on Customer Loyalty in Airline Companies Operating: Case of Turkish Air Travellers

    OpenAIRE

    Ozlem Atalik; Melike Arslan

    2009-01-01

    Enhancing customer loyalty has become a popular topic for managers, consultants, and academics. The arguments in support of loyalty are simple to understand. Loyal customers are reported to have higher customer retention rates, commit a higher share of their category spending to the firm, and are more likely to recommend others to become customers of the firm. (Reichheld, Sasser, 1990; Zeithaml, 2000, “Keiningham, et al. 2007)Traditionally, marketing activities have focused on success in the ...

  17. Branding and Positioning to Satisfy the Customer's Appetite: An Educational Case Study

    Science.gov (United States)

    Ham, Tim

    2010-01-01

    Rebranding and positioning a school district has become critical to satisfy the "customer's" appetite, enhance public relations, and advance consumer perceptions. A service design model provides a district with the framework to advance its position by identifying attributes and prompts to satisfy customer needs and increase student enrollment. A…

  18. Attributes And Consequences Of Customer Satisfaction In Tourism Industry: The Case Of Polish Travel Agencies

    Directory of Open Access Journals (Sweden)

    Andrzej Kobylanski

    2012-03-01

    Full Text Available The term “customer satisfaction” still has an abstract meaning for managers in developing countries. This study focuses on travel agencies in Poland, to improve managers’ awareness of how customer satisfaction can directly improve business performance. Authors investigated nine attributes of the travel agency service, and identified four of them that have significant effect on overall customer satisfaction (“quality of the offer,” “safety,” “convenience” and “comparison of the delivered service with the advertising message”. Furthermore, this paper demonstrates that a high level of customer satisfaction in travel agencies creates certain effects like positive word-of-mouth and customer loyalty, which impacts long-term business performance.

  19. Investigating the relationship between service quality and customer loyalty: A case study of banking industry

    Directory of Open Access Journals (Sweden)

    Aliakbar Aghaei

    2013-07-01

    Full Text Available The present study investigates the relationship between service quality and customer loyalty in one of Iranian banks in province of Golestan, Iran named Bank Melli Iran. The population of the study consists of all customers of this branch. Using Kersity-Morgan table and simple random sampling, a number of 384 customers were selected as the participants of the study. The method of research is descriptive-correlation with a survey design. SERVQUAL scale and a researcher-made questionnaire were used to examine service quality and customer loyalty, respectively. Pearson correlation formula was run to analyze the data. The results showed a significant relationship between different aspects of service quality and customer loyalty in this particular branch of bank.

  20. Linking Technology Capabilities to Marketing Requirements: Case of Indonesian Aircraft Industry

    Directory of Open Access Journals (Sweden)

    Yulianto Suharto

    2014-08-01

    Full Text Available Abstract. The relationship between strategic technology planning and the overall business strategy has been one of the growing fields that attract much interest both from academics and industrials point of view. The increasingly important role that technology plays in today’s business success is well established.Strategic technology planning activities--within a corporate level--are often implemented by applying integrated planning instrument, which allow firms to consider both technology-oriented and product-oriented aspects. This paper is an attempt to explore the role of strategic planning in the high tech industry using a specific case of aerospace industry in Indonesia.  In order to compete effectively inthe open global marketplace, the company must learn to integrate technology managementwith strategic planning. In other words, all top managers have to linktheir technology capabilities to marketing requirements.Keywords:  technology planning; business strategy; technology capability; marketing requirement; strategic mix 

  1. Governing and Managing Customer-initiated Engineering Change – An in-depth case study of a global industrial supplier

    DEFF Research Database (Denmark)

    Sommer, Anita Friis; Storbjerg, Simon Haahr; Dukovska-Popovska, Iskra;

    2013-01-01

    Engineering change management is managing an alteration made to the technical system and/or its related value chain processes and documentation that has already been released during the product and process design process. The change can either emerge during the process or be initiated internally...... or externally by for instance customers. Managing initiated engineering changes is a vital source for improving product performance and radically reducing change costs. Customer-initiated engineering change is an area growing in importance decreasing product life cycles and increasing demand for customisation....... Through an in-depth case study, this paper investigates which process and what governance setup is appropriate to manage customer initiated engineering changes, referred to as request management. The paper includes a proposal for a request management framework and a task-based iterative process model...

  2. A hybrid Kano-fuzzy AHP method for measuring customer satisfaction: A case study of transportation system

    Directory of Open Access Journals (Sweden)

    Mohammad Hemati

    2011-07-01

    Full Text Available An increase competition on today's economy has created motivation for many organizations to look for different alternatives on better serving the customers. There are always some budget limitations on any customer relationship method, which leads us to prioritize different alternatives. In this paper, we present an empirical method based on an integrated Kano and fuzzy analytical hierarchy procedure to rank suitable alternatives. The proposed model of this paper uses a questionnaire survey to gather customer's opinions and implements the method for a real-world case study of transportation planning. The questionnaire includes 37 questions distributed among 976 passengers for two trips in Iran. The results indicate that driver's physical and mental health, buss equipments with GPS functionality and familiarity of drivers with road and road's conditions play important role on choosing a transportation company.

  3. Recreation Demands of Customers in Thermal Tourism Establishments: Case of Balikesir Province

    Directory of Open Access Journals (Sweden)

    Mehmet KAÇAR

    2014-08-01

    Full Text Available Evaluate recreation demand of customers who lodge in thermal hotels at Balıkesir province. Thermal tourism addresses to people who want to be healthier or aim to have sustainable health level. Parallel to the alternative tourism trend, in recent years there is an increase in number of tourists who visits to thermal facilities for daily trip or for a longer time period. In this study it is aimed to evaluate planning and developing spare time activities for customers who lodge in thermal facilities. The population of this research consist thermal hotel customers at Balikesir region from September to December in 20 13. Sample includes 400 customers who stay Asya Pamukcu Hotel Balikesir . In this research, “Customers‟ Recreational Demand Determination Survey” is applied which consists of questions related to spare time activities and questioner is developed by conside ring expert opinion and test re - test technique. The obtained data from survey is analyzed by SPSS 17 software. According to results, it is shown that, customers activities are insufficient related to spare times. Another result obtained from this researc h is that customers are willing to have recreational components in thermal facilities. Furthermore, it is shown that customers need information about thermal practices.

  4. Improving knowledge sharing capabilities of organizations : a case study of ReStral Nigeria Limited

    OpenAIRE

    Iyoha, Oscar King and Glory

    2008-01-01

    The focus of this study is on how organizations can improve on knowledge management in order to enhance flow of work and productivity. We have chosen ReStral Nigeria Limited, a management consultancy firm, as a case study. We chose this company, firstly because our focus is on Nigeria; secondly, because of the company’s knowledge management capability. Davenport and Prusak posits that the “potential for new ideas arising from the stock of knowledge in any firm is practically limitless – parti...

  5. Determinants of Customer Satisfaction and Service Quality-The Case of Romanian Public Services-

    Directory of Open Access Journals (Sweden)

    Horia Mihai RABOCA

    2006-02-01

    Full Text Available The present study portrays customer satisfaction and service quality as a multidimensional construct and investigates the link between customer satisfaction determinants and service quality determinants. Based on arguments that customer satisfaction should be operationalized along the same determinants/factors and dimensions (and the corresponding items on which service quality is operationalized, the results of study indicate that the two constructs are indeed independent but closely related, implying that an increase in one is likely to lead to an increase in another.

  6. Small Business Marketing Capability in the Food Sector: The Cases of Belgium, Hungary and Italy

    Directory of Open Access Journals (Sweden)

    Allesandro Banterle

    2010-05-01

    Full Text Available The purpose of thie paper is to assess the marketing management capabilities of SMEs producing traditional food products in the EU through thge development of a self-evaluation tool.SMEs represent the greater part of European food firms and they find it very difficult to adapt to market changes, and to compete with big enterprises. In this context, marketing management capabilities play a key role in good SME performance in the market. The self-evaluation tool is developed in the innovative form of an interactive questionnaire published on the web. At the moment, the sample is composed by 60 traditional food producers located in three member states (Belgium, Italy, and Hungary belonging to different sectors (cheese, beer, dry ham, sausage and white pepper. The data were analysed with cluster analysis. The results of the survey revealed that most of the firms analysed show weaknesses in marketing management capabilities. Nevertheless, cluster analysis pointed out a group of firms (22% of the sample with high performances in all the stages of marketing management process, which can be defined market oriented in terms of MARKOR approach. Most firms showed difficulties in analysing the competitive environment in which they operate, and in controlling the achievement of the marketing objectives. Moreover, the survey showed that, generally, micro sized firms perform worse than small and medium enterprises. Nevertheless, in some cases micro firms achieved high performances revealing that the firm size is not a so insuperable constraint to reach good results in marketing.

  7. Mathematical decision theory applied to land capability: a case study in the community of madrid.

    Science.gov (United States)

    Antón, J M; Saa-Requejo, A; Grau, J B; Gallardo, J; Díaz, M C; Andina, Diego; Sanchez, M E; Tarquis, A M

    2014-03-01

    In land evaluation science, a standard data set is obtained for each land unit to determine the land capability class for various uses, such as different farming systems, forestry, or the conservation or suitability of a specific crop. In this study, we used mathematical decision theory (MDT) methods to address this task. Mathematical decision theory has been used in areas such as management, finance, industrial design, rural development, the environment, and projects for future welfare to study quality and aptness problems using several criteria. We also review MDT applications in soil science and discuss the suitability of MDT methods for dealing simultaneously with a number of problems. The aim of the work was to show how MDT can be used to obtain a valid land quality index and to compare this with a traditional land capability method. Therefore, an additive classification method was applied to obtain a land quality index for 122 land units that were compiled for a case study of the Community of Madrid, Spain, and the results were compared with a previously assigned land capability class using traditional methods based on the minimum requirements for land attributes.

  8. CUSTOMER RELATIONSHIP MANAGEMENT ( CRM) IN HOTEL INDUSTRY : A FRAMEWORK PROPOSAL ON THE RELATIONSHIP AMONG CRM DIMENSIONS, MARKETING CAPABILITIES, AND HOTEL PERFORMANCE

    OpenAIRE

    Abdul Alem Mohammed; Basri Rashid

    2012-01-01

    Customer relationship management (CRM) has a growing popularity and is becoming one of the hottest academic and practical topics in the business field. In fact, due to the competitive environment, CRM is crucial and has become a niche for firm performance. However, there is limited research that reveals the relationship between CRM dimensions and hotel performance. Therefore this study is an attempt to provide a value conceptual model that explains the theoretical linkages existing between CR...

  9. Customer Relationship Management (CRM) Technology and Organization Performance: Is Marketing Capability a Missing Link? An Empirical Study in the Malaysian Hotel Industry

    OpenAIRE

    Abdul Alem Mohammed; Basri B. Rashid; Shaharuddin B. Tahir

    2014-01-01

    Due to the aggressive market competition in hotel sector, it is critical that hotels should adopt new strategy like CRM technology to assist hotel employees, serve customers better and improve organization performance. However, prior studies indicated that the relationship between CRM technology and organization performance is equivocal. These mixed results may be to a lack of understanding of the mechanisms that link CRM technology and organization performance. For this reason, the study use...

  10. An investigation on important factors influencing customer repurchase: A case study of Airline agencies

    Directory of Open Access Journals (Sweden)

    Mohammadreza Rahimi Shamsabadi

    2012-04-01

    Full Text Available During the past few years, there has been an increase trend on purchasing via internet, which indicates a steady growth on this internet service. There are different advantages on e-purchase services such as availability of usage, fast and reliable services, etc. The purpose of this survey is to investigate on different influencing factors on customer's fidelity on purchasing air ticket from different agencies located in Tehran, Iran. The Cronbach Alpha validates our results. The proposed conceptual model of this paper is estimated using multi-variable regression model and the results indicate that direct factors influence customer satisfaction, significantly. The results indicate that while customer perception does not have any relationship with repurchase but it has direct relationship with customer's perception and trust.

  11. Simulating Customer Experience and Word Of Mouth in Retail - A Case Study

    CERN Document Server

    Siebers, Peer-Olaf; Celia, Helen; Clegg, Chris

    2010-01-01

    Agents offer a new and exciting way of understanding the world of work. In this paper we describe the development of agent-based simulation models, designed to help to understand the relationship between people management practices and retail performance. We report on the current development of our simulation models which includes new features concerning the evolution of customers over time. To test the features we have conducted a series of experiments dealing with customer pool sizes, standard and noise reduction modes, and the spread of customers' word of mouth. To validate and evaluate our model, we introduce new performance measure specific to retail operations. We show that by varying different parameters in our model we can simulate a range of customer experiences leading to significant differences in performance measures. Ultimately, we are interested in better understanding the impact of changes in staff behavior due to changes in store management practices. Our multi-disciplinary research team draws...

  12. Customer satisfaction and internationalization through e-marketing : Case: Cybershop web shop

    OpenAIRE

    Haapanen, Meri-Sisko

    2011-01-01

    The purpose of this thesis is to measure the level of satisfaction of the Cyber-shop’s web shop’s customers with the help of an online questionnaire. The satisfaction with the service, products and the web pages was measured to gain comprehensive outcomes. The theoretical part of the thesis includes topics; customer satisfaction, international marketing and internationalization through e-marketing. To gain knowledge of internationalization through e-marketing, in addition to literature, q...

  13. Relationship Marketing Tactics and Customer Loyalty-A Case of the Mobile Telecommunication Industry in Ghana

    OpenAIRE

    Godfred Yaw Koi-Akrofi; Joyce Koi-Akrofi; Jonathan N.O. Welbeck

    2013-01-01

    The study was aimed at assessing the impact of relationship marketing tactics on customer loyalty in the Ghanaian mobile industry where deregulation has led to intense competition and scramble for market share. Marketers in the industry are employing variety of relationship marketing tactics to attract and retain customers. This research study adopted four relationship marketing tactics (service quality, price perception, brand image and value offered) typical of a service industry and examin...

  14. Customer Equity and Lifetime Management (CELM) Finnair Case Study

    OpenAIRE

    Giuliano Tirenni; Abderrahim Labbi; Cesar Berrospi; André Elisseeff; Timir Bhose; Kari Pauro; Seppo Pöyhönen

    2007-01-01

    The Customer Equity and Lifetime Management (CELM) solution is based on a decision-support system that offers marketing managers a scientific framework for the optimal planning and budgeting of targeted marketing campaigns to maximize return on marketing investments. The CELM technology combines advanced models of Markov decision processes (MDPs), Monte Carlo simulation, and portfolio optimization. MDPs are used to model customer dynamics and to find optimal marketing policies that maximize t...

  15. BUILDING CUSTOMER LOYALTY THROUGH IMPROVING SERVICE QUALITY- CASE: PIZZA BRAVO, KOUVOLA, FINLAND.

    OpenAIRE

    Nguyen Linh, Phuong; Do Thu, May

    2012-01-01

    Apparently, customer loyalty is regarded as one of the most crucial factors or “key performance indicators” for any business in general to exist and stay consolingly in the competitive business world. Furthermore, due to the contentment and good service quality, the corporation could retain the faithfulness from its consumers. As a result, the objective of this thesis is to widen a better scope of customer loyalty and how it can be obtained through good service quality. The theoretical f...

  16. Linking hospital security to customer service: making the case for 'world class' security.

    Science.gov (United States)

    Hill, Scott A

    2011-01-01

    The reluctance of many hospitals today to invest money and resources into security and safety while at the same time promoting customer good will is a fallacy that has to be corrected, according to the author. He demonstrates how high customer satisfaction scores, as well as regulatory compliance, can only be achieved if a hospital takes the steps necessary to provide adequate safety and security to patients, visitors, physicians and to all who come to the hospital. PMID:21916286

  17. Service Quality and Customer Satisfaction.Case study:Company X

    OpenAIRE

    Archakova, Asya

    2013-01-01

    Customer satisfaction and service quality are one of the basic opportunities which help to run, to improve business and profit of the company, and especially save the loyalty of its customers. Good service is a result of organized corporate culture, which can be considered as a kind of social culture in general. Setting the values of a generalized trend of activity, rules, regulations and standards concretize this direction. In theory parts are described five determinants of good service qual...

  18. MANAGING CUSTOMER LIFE-CYCLE : Case company: OY GOLDEN CROP AB

    OpenAIRE

    He, Yao

    2016-01-01

    Oy Golden Crop Ab has been founded in 2012 February and is food trading company in Finland which supplies the Asian restaurants all over the Finland. For example, Chinese restaurants, Sushi restaurants, Thai restaurants, Indian restaurants and Vietnamese restaurants. Due to the high competition in the Helsinki region, the company needs to improve its system from customer perspective The aim of this thesis is to generate models to manage customer life-cycle for Oy Golden Crop Ab. Therefor...

  19. Application of Customer Relationship Management in Chinese Retail Industry : Case: Lianhua Supermarket

    OpenAIRE

    Wu, JingJing

    2016-01-01

    As the most dynamic retail form, the chain supermarket has maintained rapid development in the the early 21st century. However, the market of chain supermarket is approaching saturation level and an increasing homogenization also causes fiercer competition. Therefore, how to survive and develop in a growing competitive environment has become a serious problem for retail industry. and customer relationship management for retail business also come into being. Customer relationship manageme...

  20. Prosthetic Rehabilitation of a Patient with Ocular Defect using Semi-customized Prosthesis: A Case Report

    OpenAIRE

    Putanikar, Nagaraj Y.; Patil, Anandkumar G.; Shetty, Pavithra K.; Nagaral, Suresh; Mithaiwala, Hatimali I.

    2015-01-01

    Severe physical and psychological distress occurs due to disfigurement caused by loss of eye. Ocular prosthesis is the only mode of rehabilitation for the missing eye. There are different materials and techniques used for the fabrication of the same. Resin proved to be the better among the available materials. Either using the stock eye or using customized ocular prosthesis has their own advantages and disadvantages. Through our clinical report, we have fabricated a semi-customized ocular pro...

  1. Simulating Customer Experience and Word Of Mouth in Retail - A Case Study

    OpenAIRE

    Siebers, Peer-Olaf; Aickelin, Uwe; Celia, Helen; Clegg, Chris W.

    2010-01-01

    Agents offer a new and exciting way of understanding the world of work. In this paper we describe the development of agent-based simulation models, designed to help to understand the relationship between people management practices and retail performance. We report on the current development of our simulation models which includes new features concerning the evolution of customers over time. To test the features we have conducted a series of experiments dealing with customer pool sizes, ...

  2. Effective Factors on the Use of Internet Banking Services by Customers (Case: Mellat Bank)

    OpenAIRE

    Mohammad Taghi Taghavifard; Mohsen Zahedi Adib; Mostafa Torabi

    2012-01-01

    This study extended the Technology Acceptance Model (TAM), Theory of Planned Behavior (TPB) and the trust factor to study the factors affecting the use of information technology and Internet banking in Iran, especially from Internet banking customers Mellat Bank of Iran has paid. Technology Acceptance Model by Davis (1986) is one of the theories that were attended by many researchers. He believed that two factors, customer perception of level of perceived benefit and ease of use, influence in...

  3. Exploring customer perceived value change in an UK aerospace manufacturing company: a longitudinal case study

    OpenAIRE

    Connor, Paul Brereton

    2013-01-01

    Organisational members need clearer comprehension about value/s dynamic nature in a constantly changing networked ecosystem of resource integration and mutual service provision. This is so organisational pursuit of competitive advantage for business success is achievable through better stakeholder value propositions which customers especially value in-use. Empirical studies indicate customer perceptions of value are reasonably well documented, however the same cannot be said of knowledge abou...

  4. Customer centric approach as a strategic tool in the telecommunication industry : Case Vodafone Ghana

    OpenAIRE

    Anyen, Daniel

    2015-01-01

    In this present era of advanced technology traditional ways of marketing are fading out in the business world. With consumers empowered, information and sale marketing no longer exists. Consumers are empowered to discover information, empowered to avoid marketing and empowered to share their opinions with oth-ers. A customer centric approach of marketing is placing the customer at the centre of all analysis and decision making and allowing organizations to understand customers’ diverse behavi...

  5. THE IMPACT OF RELATIONSHIP MARKETING ON CUSTOMER LOYALTY IN THE AIRLINE INDUSTRY : CASE STUDY FINNAIR

    OpenAIRE

    Hoang , Diep To Lan

    2015-01-01

    Relationship marketing has proven itself to be an indispensable part of doing business effectively in recent decades. It was a new approach in marketing sector as well as a key trend in business field around the world. Based on relationship marketing, a company could be improved and developed by marketing researches as well as it could be built up a long term relationship with customer. This thesis was dedicated to examine the effect of relationship marketing on customer loyalty in the ai...

  6. Cultural aspects of multi-channel customer management: A UK case study

    OpenAIRE

    Ali, M.; Brooks, L.

    2009-01-01

    Channel management is one CRM systems component much influenced by the behaviour of customers in relation to its implementation and use. The consumers’ behaviours, preferences, perceptions and expectations are crucial for the implementation and use of channel management. Customers’ contact with the organization’s multi-channels can occur at several touch points throughout the customer lifecycle. Customers’ behaviours may be differentiated according to the individual or micro level, but it mig...

  7. Boost Customer Loyalty With Online Support: The Case Of Mobile Telecomms Providers

    OpenAIRE

    Riel Allard C.R. van; Streukens Sandra; Lemmink Jos; Liljander Veronica

    2003-01-01

    The paper explores the effect of customer satisfaction with online supporting services on loyalty to providers of an offline core service. Supporting services are provided to customers before, during or after the purchase of a tangible or intangible core product, and have the purpose of enhancing or facilitating the use of this product. The Internet has the potential to dominate all other marketing channels when it comes to the interactive and personalized communication that is considered qui...

  8. Evaluating Pillar Industry's Transformation Capability: A Case Study of Two Chinese Steel-Based Cities.

    Directory of Open Access Journals (Sweden)

    Zhidong Li

    Full Text Available Many steel-based cities in China were established between the 1950s and 1960s. After more than half a century of development and boom, these cities are starting to decline and industrial transformation is urgently needed. This paper focuses on evaluating the transformation capability of resource-based cities building an evaluation model. Using Text Mining and the Document Explorer technique as a way of extracting text features, the 200 most frequently used words are derived from 100 publications related to steel- and other resource-based cities. The Expert Evaluation Method (EEM and Analytic Hierarchy Process (AHP techniques are then applied to select 53 indicators, determine their weights and establish an index system for evaluating the transformation capability of the pillar industry of China's steel-based cities. Using real data and expert reviews, the improved Fuzzy Relation Matrix (FRM method is applied to two case studies in China, namely Panzhihua and Daye, and the evaluation model is developed using Fuzzy Comprehensive Evaluation (FCE. The cities' abilities to carry out industrial transformation are evaluated with concerns expressed for the case of Daye. The findings have policy implications for the potential and required industrial transformation in the two selected cities and other resource-based towns.

  9. A Cycle Model of Co-evolution between Emerging Technology and Firm’s Capabilities Based on Case Study

    Institute of Scientific and Technical Information of China (English)

    Wang; Min; Li; Limiao; Yin; Lu

    2011-01-01

    This study explores the mechanism on the co-evolution between emerging technology and capability.Our research focus is how the firms capabilities affect the evolution of emerging technology through strategy.Based on the theoretical analysis and case study,this paper builds a theoretical framework:firms capability is classified into static capability and dynamic capability,and the evolution of emerging technology is summarized by a cycle model.Further,strategy is looked as a mediated variable.The conclusion is that the static capability affects the emerging technology evolution through strategy implement,and the dynamic capability affects the evolution through strategy change.In both situations,organization learning is a key capability to the evolution of emerging technology.

  10. Elimination of China Custom Transit: a Case Study of the Cooperation between Qingdao Port and Zhengzhou Dry Port

    OpenAIRE

    Xiao, Xi

    2015-01-01

    Custom transit is one step of custom clearance which is faced by many exporters when they export goods from the mainland of China. The transit formality requires exporters to preform custom declaration in the local custom and to do a custom transit in the port of departure. Such procedures aim to keep the export goods under custom control. Although custom transit indeed safeguards the goods on the way, it actually complicates the custom clearance formalities and increases the transaction cost...

  11. Developing a communication model between banking services quality via mediating variables of quality of relationship with customers and satisfaction with customer loyalty: A case study of Tejarat Bank

    Directory of Open Access Journals (Sweden)

    Hossein Rahimi Koloor

    2015-03-01

    Full Text Available This study develops a communication model. The purpose of this research was designing a regression model and developing a structural equation modeling (SEM for earning loyalty of Tejarat Bank customers. Given this concept, a questionnaire was designed and distributed among branches of Tejarat Bank in Ardabil. The data analyzed using LISREL software within the framework of path analysis using SEM model. Research results suggested that the quality of banking services, customer satisfaction, and the quality of bank relationship with customers had the most effects on customer loyalty, respectively. The findings of the study are discussed in detail.

  12. Evaluation of the Successfulness of A Green Program through Customer Perceived Quality, Brand Image, and Customer Satisfaction: A Case Study at Surabaya Plaza Hotel

    Directory of Open Access Journals (Sweden)

    Marsella Yeanette Hatane

    2012-01-01

    Full Text Available Every company try to build the brand image of their businesses by doing a green program as one of their strategies. This research aims to see the impacts of the implementation of a green program at Surabaya Plaza Hotel, Surabaya. 230 hotel customers were randomly chosen as the respondents. Through descriptive and Structural Equation Modelling (SEM analysis, can be seen that technical quality brings insignificant negative impacts towards customer satisfaction. Meanwhile, functional quality and brand image bring a significant positive impact toward customer satisfaction. Besides that, technical quality and functional quality bring a significant positive effect indirectly toward customer satisfaction through brand image as mediating.

  13. Relationship Marketing Tactics and Customer Loyalty-A Case of the Mobile Telecommunication Industry in Ghana

    Directory of Open Access Journals (Sweden)

    Godfred Yaw Koi-Akrofi

    2013-01-01

    Full Text Available The study was aimed at assessing the impact of relationship marketing tactics on customer loyalty in the Ghanaian mobile industry where deregulation has led to intense competition and scramble for market share. Marketers in the industry are employing variety of relationship marketing tactics to attract and retain customers. This research study adopted four relationship marketing tactics (service quality, price perception, brand image and value offered typical of a service industry and examined their impact on customer loyalty in the Ghanaian mobile industry. A self-completion questionnaire with a total of 40 closed questions was developed to gather field data. All of the items were measured by using a five-point Likert-type response scales, defined with 5 as strongly agree and 1 as strongly disagrees. Reliability test and some parametric and non-parametric tests were conducted and the results showed that there exist a positive significant relationship between each of the four relationship marketing tactics (namely service quality, price, value offered and brand image and customer loyalty. The results are consistent with evidence in the extant literature. The study provides insight and significant feedback from mobile phone users to the telecommunication operators. As the competitive environment increasingly becomes fierce, the voice and preferences of the customers are also becoming the priority. This finding is expected to serve as a guide and help to telecommunication managers in making informed judgment about the relationship marketing mix relevant to the present customer’s need that yields increase in revenue and profit.

  14. Identifying & Classification of Criteria in Choosing a Bank By Customers: Case Study at Bank Mellat

    Directory of Open Access Journals (Sweden)

    Mohammad Ali Haghighi

    2013-09-01

    Full Text Available Abstract: in order to attract the customers, it’s really needed to consider the elements they take in to account in evaluating a company. New banks attempts in stealing the customers from the experienced bank especially in retail banks prove the importance of such topic. The main purpose of this research is to identify the criteria by which a customer chooses a bank in retail banking in competitive market. Doing so, 166 evaluating criteria were extracted using field study, interviews with 43customers, back office and front office in several banks. After reconsidering the criteria by the experts, they were reduced to 50 elements and distributed as a pre-test among 60 customers. After validity and reliability test by "Stage random sampling" and "Cochran method" 669 samples were obtained. 678 questionnaires were confirmed out of 810. In order to identify and analyze these factors, by "factor analysis method", 45 questions were remained, The identified factors are as follows: Employees and trust, Quality and ease of service, Up to date technology and techniques, Physical appearance, Variety of services, investment , credits and loan, cost, reputation, convenience, incentives. Among these factors, employee and trust by 13,317 percent of variance were recognized as most important ones.

  15. Using customer-focused research and design to build a self-service online store: a case study

    Directory of Open Access Journals (Sweden)

    Ahmadi MB

    2013-02-01

    Full Text Available Michael B Ahmadi,1 William Trefzger,2 Rich Morey,1 Ileana Quintas31Substance Abuse and Mental Health Services Administration, Rockville, 2Centers for Medicare and Medicaid Services, Baltimore, 3IQ Solutions, Inc, Rockville, MD, USAAbstract: American government information centers need to be responsive to an increasingly customer driven information environment while ensuring the sustainability of operations. Enhanced self-service options offer one avenue for addressing both of these needs. This article presents a case study of how the US Substance Abuse and Mental Health Services Administration used extensive stakeholder research and a customer-centric design to reframe its service model by building a self-service online store that integrates access to more than 1300 behavioral health publications previously housed in two separate clearinghouses. The redesigned Substance Abuse and Mental Health Services Administration Store offers users a modern e-commerce website that not only helps customers find, order, download, and share products, but also encourages serendipitous content exploration, which has led to increased orders containing both substance abuse and mental health publications.Keywords: customer research, taxonomy, usability testing, web analytics, web design

  16. Customer preferences using conjoint analysis: A case study of Auto industry

    Directory of Open Access Journals (Sweden)

    Bagher Jamali Hondori

    2013-10-01

    Full Text Available One of the primary concerns in product development is to meet customers’ wishes and this could be accomplished through detecting the most popular characteristics of products. In other words, the fulfillment of customers’ preferences in a profitable way needs that companies recognize which specifications of their product and service are most valued by the customer. Conjoint analysis is believed to be one of the most popular techniques for achieving this purpose. Conjoint analysis includes generating and conducting specific experiments among customers for modeling their purchasing decision. This paper presents an empirical investigation on detecting appropriate customer preferences in an auto-industry. The results of the survey indicate that price, braking system and having airbag are the most important characteristics for selling cars in Iranian market.

  17. Prioritizing the effective factors for customers attraction: A case study of Sepah Bank

    Directory of Open Access Journals (Sweden)

    Azim Zarei

    2012-04-01

    Full Text Available During the past few years, privatization has recently changed banking industry and there has been an increase competition in this industry. New banks try to present better services to absorb customers and traditional banks attempt to improve their services to retain their existing customers. In such environment and with limited amount of resources, there is a necessity to prioritize different influencing factors on the quality of the services. The proposed study of this paper presents a multi criteria decision making method along with Kano method to prioritize the most influencing factors of service quality. The proposed study of this paper is implemented for one of the oldest banks in Iran called Sepah. We have gathered different factors influencing customer satisfaction for all Sepah banks located in Semnan, Iran and using, analytical hierarchy process we provide a detailed ranking.

  18. Toward Mass Customization in the Age of Information: The Case for Open Engineering Systems

    Science.gov (United States)

    Simpson, Timothy W.; Lautenschlager, Uwe; Mistree, Farrokh

    1997-01-01

    In the Industrial Era, manufacturers used "dedicated" engineering systems to mass produce their products. In today's increasingly competitive markets, the trend is toward mass customization, something that becomes increasingly feasible when modern information technologies are used to create open engineering systems. Our focus is on how designers can provide enhanced product flexibility and variety (if not fully customized products) through the development of open engineering systems. After presenting several industrial examples, we anchor our new systems philosophy with two real engineering applications. We believe that manufacturers who adopt open systems will achieve competitive advantage in the Information Age.

  19. Modernization: A Case Study of the Interaction of Setting, Custom, and Ideology.

    Science.gov (United States)

    Frankel, Daniel G.; Roer-Bornstein, Dorit

    An investigation was conducted to better understand the interaction between physical and social settings, culturally based customs for parenting, and the ideology of caretakers in two Israeli cultures undergoing modernization. Yemenite and Kurdish parenting systems were examined by observing mother/infant interactions in unstructured naturalistic…

  20. The relationship marketing in the process of customer loyalty. Case large construction of Manizales

    Directory of Open Access Journals (Sweden)

    María Cristina Torres Camacho

    2015-06-01

    Full Text Available This paper is based on the model Lindgreen (2001, upholding the relationship marketing should be approached in three dimensions: objectives, definition of constructs and tools, which enable better customer management within organizations. The objective was to determine the characteristics of relationship marketing as a key factor in the process of Customer Loyalty in the big construction of Manizales Colombia. From a joint perspective, methodology relies on instruments and qualitative and quantitative analysis of court. The results tend to confirm that developers recognize the importance of Relational Marketing but not raised as a policy or have not defined in its strategic plan; additionally, expressed lack of strategies for customer retention, however, these remain loyal because the construction work on meeting your needs, based on trust, commitment and communication. To conclude, the faithful customers perceive that construction does not periodically evaluate their satisfaction with the purchased product, also claim that they show little interest in understanding the perception, make personal meetings, making constant communication through phone calls and meet their tastes and preferences.

  1. On combining revealed and stated preferences to forecast customer behaviour: three case studies

    NARCIS (Netherlands)

    Ph.H.B.F. Franses (Philip Hans); P.C. Verhoef (Peter)

    2002-01-01

    textabstractMany companies collect stated preference data (SP) like intentions and satisfaction as well as revealed preference data (RP) like actual purchasing behavior. It seems relevant to examine the predictive usefulness of this information for future revealed preferences, that is, customer b

  2. CUSTOMER PERCEIVED QUALITY IMPROVEMENT OF SYNTHETIC FIBER USING FUZZY QFD: A CASE STUDY

    Directory of Open Access Journals (Sweden)

    Golam Kabir

    2011-06-01

    Full Text Available The performance of the ready-made garment (RMG industry has been one of the most notable success stories of the Bangladesh economy over two decades. To meet the growing demand of synthetic yarns, Bangladesh has to import it from foreign countries which cost a substantial amount of foreign currency for the country. It is a pressing need for local manufacturers to come forward, produce quality synthetic yarn and fulfill the demand of the local market. The purpose of this paper is to present a Fuzzy Quality Function Deployment (FQFD model to indentify customer requirements and also demonstrate how these requirements can be used to prioritize the design requirements for manufacturing of synthetic yarns. In this system, Fuzzy set theory is integrated into house of quality (HOQ to overcome the shortcomings of the traditional QFD and to capture the inherent impreciseness and vagueness of customer requirements and facilitate to prioritize QFD information. Improving high priority design requirements will ultimately increase customer satisfaction and as a result customer perceived quality will soar.

  3. Customer Relationship Management: A Case Study from a Metropolitan Campus of a Regional University

    Science.gov (United States)

    Pember, Edward R.; Owens, Alison; Yaghi, Shazhi

    2014-01-01

    This paper investigates the users and uses of a centralised customer relationship management (CRM) system at a regional Australian university to improve the understanding of the staff experience of interacting with this customised technology. How and why the software is used by a cross section of university departments is explored through…

  4. "We Serve You, Right?" A Case Study Adapting Coorientation to Customer Service Research

    Science.gov (United States)

    Williamson, JoAnna

    2010-01-01

    An abundance of academic research has focused on identifying, explicating, operationalizing, and analyzing variables used to understand the dynamics of customer service. Despite this scholarly attention, applied researchers and the popular press have long reported consumers' dissatisfaction with the service received during their customer…

  5. A Study on Automated Semantic Analysis of Customer Satisfaction Comments-A Case Study on Service Quality of Hotels on a Chinese Tourism Website

    Directory of Open Access Journals (Sweden)

    Li-Hua Li

    2013-07-01

    Full Text Available This study aims to present a model of comment semantic vocabulary built on ontological theories to perform semantic conversion of customer comments on hotel services to ratings through the process of word matching. Ultimately, ratings given by the customers and ratings derived from the conversion of semantic analysis would be used for the analysis of customers’ satisfaction on hotel service quality. The method proposed in this study has proven that semantic analysis is capable of delivering results of substantial accuracy. Automated semantic analysis would not only allow corporate managers to boost their efficiency in data collection and processing through cloud information services but also help them better understand contents that customers really care about. By paying more attention and making more effort to improve upon shortcomings identified by customers, corporate managers would be able to raise customer satisfaction and improve the image of their businesses at the same time.

  6. Dynamic Capabilities

    DEFF Research Database (Denmark)

    Grünbaum, Niels Nolsøe; Stenger, Marianne

    2013-01-01

    The findings reveal a positive relationship between dynamic capabilities and innovation performance in the case enterprises, as we would expect. It was, however, not possible to establish a positive relationship between innovation performance and profitability. Nor was there any positive...... relationship between dynamic capabilities and profitability....

  7. Changing tomorrow in customer experience

    OpenAIRE

    Olenius, Leena

    2013-01-01

    This Master’s thesis explores the customer experience approach and considers the need of development in customer experience management in the case company. The key issues are how customer experience management, CEM, causes attention and whether it can be improved. Customer experience is important to take into account if the company wants to improve their customer satisfaction and this way to offer an added value to its important customers. Today’s business life has its own challenges and ...

  8. The Effects of Technology Entrepreneurship on Customers and Society: A Case Study of a Spanish Pharmaceutical Distribution Company

    Science.gov (United States)

    Muñoz, Rosa M.; Sánchez de Pablo, Jesús D.; Peña, Isidro; Salinero, Yolanda

    2016-01-01

    The main purpose of this paper is to provide an understanding, within the field of corporate entrepreneurship, of the various factors that enable technology entrepreneurship in established firms and its principal effects on customers and society. The paper reports on a case study regarding technology entrepreneurship in a Spanish company whose activity is pharmaceutical distribution. This company has been able to overcome the consequences of the worldwide crisis and start an innovative process which includes the installation of new information technology (IT) and an investment of 6 million Euros. It is, in this respect, a model to imitate and the objective of this paper is therefore to discover the managers’ entrepreneurial orientation (EO) characteristics which have made this possible, along with the organizational and social effects resulting from the process. We verify that EO is present in this company and that the development of new IT has important effects on customers and the population.

  9. The Effects of Technology Entrepreneurship on Customers and Society: A Case Study of a Spanish Pharmaceutical Distribution Company.

    Science.gov (United States)

    Muñoz, Rosa M; Sánchez de Pablo, Jesús D; Peña, Isidro; Salinero, Yolanda

    2016-01-01

    The main purpose of this paper is to provide an understanding, within the field of corporate entrepreneurship, of the various factors that enable technology entrepreneurship in established firms and its principal effects on customers and society. The paper reports on a case study regarding technology entrepreneurship in a Spanish company whose activity is pharmaceutical distribution. This company has been able to overcome the consequences of the worldwide crisis and start an innovative process which includes the installation of new information technology (IT) and an investment of 6 million Euros. It is, in this respect, a model to imitate and the objective of this paper is therefore to discover the managers' entrepreneurial orientation (EO) characteristics which have made this possible, along with the organizational and social effects resulting from the process. We verify that EO is present in this company and that the development of new IT has important effects on customers and the population. PMID:27445938

  10. The Effects of Technology Entrepreneurship on Customers and Society: A Case Study of a Spanish Pharmaceutical Distribution Company.

    Science.gov (United States)

    Muñoz, Rosa M; Sánchez de Pablo, Jesús D; Peña, Isidro; Salinero, Yolanda

    2016-01-01

    The main purpose of this paper is to provide an understanding, within the field of corporate entrepreneurship, of the various factors that enable technology entrepreneurship in established firms and its principal effects on customers and society. The paper reports on a case study regarding technology entrepreneurship in a Spanish company whose activity is pharmaceutical distribution. This company has been able to overcome the consequences of the worldwide crisis and start an innovative process which includes the installation of new information technology (IT) and an investment of 6 million Euros. It is, in this respect, a model to imitate and the objective of this paper is therefore to discover the managers' entrepreneurial orientation (EO) characteristics which have made this possible, along with the organizational and social effects resulting from the process. We verify that EO is present in this company and that the development of new IT has important effects on customers and the population.

  11. Evaluation of the Successfulness of A Green Program through Customer Perceived Quality, Brand Image, and Customer Satisfaction: A Case Study at Surabaya Plaza Hotel

    OpenAIRE

    Marsella Yeanette Hatane; Adinda Yosari; Felicia Christiana Hendautomo

    2012-01-01

    Every company try to build the brand image of their businesses by doing a green program as one of their strategies. This research aims to see the impacts of the implementation of a green program at Surabaya Plaza Hotel, Surabaya. 230 hotel customers were randomly chosen as the respondents. Through descriptive and Structural Equation Modelling (SEM) analysis, can be seen that technical quality brings insignificant negative impacts towards customer satisfaction. Meanwhile, functional quality an...

  12. Dynamic Capabilities

    DEFF Research Database (Denmark)

    Grünbaum, Niels Nolsøe; Stenger, Marianne

    2013-01-01

    The findings reveal a positive relationship between dynamic capabilities and innovation performance in the case enterprises, as we would expect. It was, however, not possible to establish a positive relationship between innovation performance and profitability. Nor was there any positive relation......The findings reveal a positive relationship between dynamic capabilities and innovation performance in the case enterprises, as we would expect. It was, however, not possible to establish a positive relationship between innovation performance and profitability. Nor was there any positive...... relationship between dynamic capabilities and profitability....

  13. Modeling Customer Loyalty by System Dynamics Methodology (Case Study: Internet Service Provider Company

    Directory of Open Access Journals (Sweden)

    Alireza Bafandeh Zendeh

    2016-03-01

    Full Text Available Due to the complexity of the customer loyalty, we tried to provide a conceptual model to explain it in an Internet service provider company with system dynamics approach. To do so, the customer’s loyalty for statistical population was analyzed according to Sterman’s modeling methodology. First of all the reference modes (historical behavior of customer loyalty was evaluated. Then dynamic hypotheses was developed by utilizing causal - loop diagrams and stock-flow maps, based on theoretical literature. In third stage, initial conditions of variables, parameters, and mathematical functions between them were estimated. The model was tested, finally advertising, quality of services improvement and continuing the current situation scenarios were evaluated. Results showed improving the quality of service scenario is more effectiveness in compare to others

  14. Customers satisfaction and brand awareness : A case study of Bulsho cooperative

    OpenAIRE

    Ali, Hussein

    2012-01-01

    The aim of the research is to find out ways to create an awareness of Bulsho cooperative, its brand image and brand identity in order to strengthen the brand and develop a competitive advantage over other similar brands. To satisfy customers’ needs by providing quality goods and services, know how customers behave, make the decision to purchase goods or services, what factors influence those decisions and how do these factors change their purchasing patterns. Improve sales services and bro...

  15. Promotional Tools for Attracting Russian Customers in the Hospitality Business : Case: Olgarto Oy / Hostelli Hermanni

    OpenAIRE

    Maslova, Elena

    2014-01-01

    The objectives of this thesis project were to describe features of the marketing mix and its elements (product, price, place, and promotion), to define the significant characteristics of the hospitality business, and to determine the most appropriate promotional strategy to attract Russian customers for Hostelli Hermanni. It was also essential to explore the current situation in the hostel according to customers’ and the manager’s opinions. The working process was divided into two parts: ...

  16. Trade and customs procedures: the compliance costs for UK meat imports: a case study

    OpenAIRE

    Grainger, Andrew

    2013-01-01

    The study was funded by the Nottingham University Business School with the support of the International Meat Trade Association (IMTA) and the Association of Port Health Authorities (APHA), amongst others. It involved: a detailed review of current import procedures applicable to importing meat into the United Kingdom (UK) from outside of the European Union (EU); an in-depth study of the trade and customs compliance costs as experienced by three meat importers of chilled and frozen beef and la...

  17. IT Product Realization Process towards Marketing Consultancy Automation – Case Study: Customer Value Sweden AB

    OpenAIRE

    Paralykidis, Georgios

    2015-01-01

    Management consulting is a growing field [1] that is of great importance for organisations to optimise their performance and develop plans for future improvements. In the recent years, many companies use experienced consultants in order to create a strong competitive advantage to withstand the competition and to easily find solutions suitable to different problems. Customer Value Sweden AB is a - start-up - consultancy firm that have been operating the last years in the Swedish market and off...

  18. Customer Need ́s Satisfaction in the Housing Sector: the Case of the Toluca Valley

    OpenAIRE

    Delgado-Hernández David Joaquín; Romero-Ancira Liliana

    2013-01-01

    Currently, the construction sector faces great challenges, as the recent economic contraction has directly impacted this industry, and only companies that can offer quality products and services will survive in today’s highly competitive markets. In particular, the housing sector has to find ways to meet the needs of its customers due to the number of firms competing in this arena. There are some studies that quantify the demand for housing as well as those that reveal the number of homes sol...

  19. Developing Occupational Health Care Services For Better Customer Satisfaction : a case-study- Lohja Occupational Health

    OpenAIRE

    Pulliainen, Petra

    2015-01-01

    The renewal of Good Occupational Health Practice in Finland brings new challenges and triggers self-examination among occupational health care providers. Successful renewal of occupational health care practices emphasizes activity, commitment and trustworthiness from occupational health care providers but also from the customer companies. For this co-operation to work effectively, communication in a common language increases its’ importance furthermore. Since purchasing occupational health ca...

  20. DOE Zero Energy Ready Home Case Study: Transformations, Inc., Custom House, Devens, Massachusetts

    Energy Technology Data Exchange (ETDEWEB)

    none,

    2013-09-01

    This single-family home features a superinsulated shell with 12-inch double walls filled with open cell spray foam, as well as R-5 triple-pane windows. The 18.33 kW photovoltaic system can produce all the electricity the home can use in a year with enough left over to power an electric car for 30,000 miles.These features helped the builder to win a 2013 Housing Innovation Award in the custom home category.

  1. Effective Factors on the Use of Internet Banking Services by Customers (Case: Mellat Bank

    Directory of Open Access Journals (Sweden)

    Mohammad Taghi Taghavifard

    2012-07-01

    Full Text Available This study extended the Technology Acceptance Model (TAM, Theory of Planned Behavior (TPB and the trust factor to study the factors affecting the use of information technology and Internet banking in Iran, especially from Internet banking customers Mellat Bank of Iran has paid. Technology Acceptance Model by Davis (1986 is one of the theories that were attended by many researchers. He believed that two factors, customer perception of level of perceived benefit and ease of use, influence in shaping the customer and finally decided to use in practice have a new system. TPB model is also widely and extensive study about predicting human behavior with emphasis on personal and social roles and social systems of human behavior is concentrated. TPB is a cognitive theory of human behavior that focuses on predicting and understanding behavior is determined. Survey to include all Mellat Bank customers, was the bank's Internet banking services. The sample size in this study 95 percent of 377 people was considered desirable to return to the number, the number of questionnaires among 500 members elected branches was distributed in the sample. Findings from this study showed that variables of trust, ease of use, perceived usefulness on the attitude to perform the desired behavior (the use of Internet banking had high impact and the one hand, these factors also directly to individual behavior the use of Internet banking services had an important role and attitude and subjective norms in individual intention to use of Internet banking service had a direct and positive impact. Trust factor as a primary factor in strengthening the individual intentions and plans to perform a particular behavior has been effective.

  2. Marketing Letter for Specific Customers via Internet Bank and Electronic Signature : Case: Joroisten Osuuspankki

    OpenAIRE

    Räisänen, Mari-Eliina

    2013-01-01

    The final thesis report was done for Joroisten Osuuspankki about sending a marketing letter via the internet bank. The final thesis also consists of a research of the usage of electronic signature in Joroisten Osuuspankki. The agendas were chosen because Joroisten Osuuspankki had not used their internet bank for marketing before and Joroisten Osuuspankki wanted to extend their marketing areas to the internet bank. The electronic signature had been taught to the customer servants but it ...

  3. Stock Market Reactions to Customer and Competitor Orientations: The Case of Initial Public Offerings

    OpenAIRE

    Alok R. Saboo; Rajdeep Grewal

    2013-01-01

    Recognizing that initial public offerings (IPOs) represent the debut of private firms on the public stage, this study investigates how pre-IPO customer and competitor orientations (CCOs) affect IPO outcomes. Building on information economics, we propose that CCOs influence investors' sentiments toward an IPO and that both IPO-specific variables (which influence the credibility of CCO information) and facets of the organizational institutional and task environments (which influence the appropr...

  4. Case Reports: Ipsilateral Shoulder and Elbow Arthroplasty Using Custom Interlocking Prostheses

    OpenAIRE

    McConkey, Mark O.; Baslaim, Abdullah M.; Regan, William D.

    2008-01-01

    Ipsilateral shoulder and elbow arthritis is not an uncommon problem seen in patients of upper extremity surgeons. If arthroplasty is required in both joints, there is a significant risk of periprosthetic fracture resulting from the stress riser occurring between the implants. We report the placement of custom interlocking shoulder and elbow prostheses in a patient with rheumatoid arthritis. The elbow prosthesis with an uncemented humeral component was placed followed 18 months later by a cust...

  5. An investigation on important factors influencing customer repurchase: A case study of Airline agencies

    OpenAIRE

    Mohammadreza Rahimi Shamsabadi; Naser Azad

    2012-01-01

    During the past few years, there has been an increase trend on purchasing via internet, which indicates a steady growth on this internet service. There are different advantages on e-purchase services such as availability of usage, fast and reliable services, etc. The purpose of this survey is to investigate on different influencing factors on customer's fidelity on purchasing air ticket from different agencies located in Tehran, Iran. The Cronbach Alpha validates our results. The proposed con...

  6. Managing Customer Services Using GIS in Banks : A Case in Chinese Competitive Environment

    OpenAIRE

    Fu, Yang

    2007-01-01

    In recent years, Geographic information system (GIS) is becoming a useful tool for location related analysis and decision making. Linking huge data using space, as in a GIS, is a new way to help any bank understands better its data and its customers. China's banking industry opens to full foreign competition in 2006; banks in China have to focus on developing their strengths in the competition. Chinese local banks need to improve their abilities by providing high quality services and using in...

  7. The impact of relationship marketing on customer loyalty enhancement (Case study: Kerman Iran insurance company

    Directory of Open Access Journals (Sweden)

    Abdolaziz Abtin

    2016-06-01

    Full Text Available Nowadays, only those tradings that just focus on the effectiveness of the marketing mix elements can shift their direction towards relationship marketing and establishing effective relationship management with customers. In today's competitive world, customers are in the center of companies’ attention and their satisfaction is the main factor in gaining competitive advantage. The fundamental prerequisite for achieving customers’ satisfaction is to fully meet or exceed their needs, wants, desires, expectations, and their willingness to purchase products. To gain competitive advantage, the companies should pay more attention to customers’ needs and meet them better than their rivals. This paper aims to investigate the impact of relationship marketing on customer loyalty enhancement in Kerman Iran insurance company. This study was carried out through a survey method using questionnaires as the main instrument. Pearson correlation coefficient was used to assess the relationship between loyalty as dependent variable and trust, satisfaction, management, communication, and competence as independent variables and revealed that there was a significant positive relationship between variables.

  8. Integrated Development and Maintenance of Software Products to Support Efficient Updating of Customer Configurations: A Case Study in Mass Market ERP Software

    OpenAIRE

    Jansen, S.R.L.; Brinkkemper, S.; Ballintijn, G.; Nieuwland, Arco van

    2008-01-01

    The maintenance of enterprise application software at a customer site is a potentially complex task for software vendors. This complexity can unfortunately result in a significant amount of work and risk. This paper presents a case study of a product software vendor that tries to reduce this complexity by integrating product data management (PDM), software configuration management (SCM), and customer relationship management (CRM) into one system. The case study shows that by combining these m...

  9. Analysis of Traditional Attributes and Website Attributes in Order to Improve Customers Trust in Electronic Banking (The Case of Customers of Mellat Bank, Iran, Shiraz Branch

    Directory of Open Access Journals (Sweden)

    Ali Sanayei

    2013-11-01

    Full Text Available In the last three decades, development of new information and communication technology has affected the methods of bank services to the customers. The points that are very important to notice are active and provident characteristics of electronic banking in comparison to traditional banking, but despite positive characteristics of electronic banking, it does not have any dependable place among customers yet. In this regard, present research offers a compound model of traditional and online factors effects on customers trust in electronic banking and widespread advertisements. For this purpose, we have used a standard questionnaire on the basis of Likert dividing. 383 customers of Iran Mellat bank branch in Shiraz have been tested randomly. Information analyses have been done with the method of descriptive and deductive statistics and using statistics software Amos20. The results show that both traditional and website bank characteristics influence customers trust in electronic banking, also the coordinator role of traditional services quality in relation with traditional characteristics with trust in electronic banking was rejected.

  10. THE PROCESS CAPABILITY ANALYSIS - A TOOL FOR PROCESS PERFORMANCE MEASURES AND METRICS - A CASE STUDY

    Directory of Open Access Journals (Sweden)

    Yerriswamy Wooluru

    2014-09-01

    Full Text Available Process Capability can be evaluated through the computations of various process capability ratios and indices. The basic three capability indices commonly used in manufacturing industries are Cp, Cpk, Cpm and Cpmk .Process capability indices are intended to provide single number assessment of the ability of a process to meet specification limits on quality characteristics of interest. Thus, it identifies the opportunities for improving quality and productivity. The level of significance on process capability analysis has been increased considerably over last decade, but the literature findings reveal the importance of understanding the concepts, methodologies and critical assumptions while its implementation in manufacturing process. The objective of this paper is to conduct process capability analysis for boring operation by understanding the concepts, methodologies and making critical assumptions.

  11. Utilising loyalty in long-term customer relationships and management: a case study of Nordea Securities Services

    OpenAIRE

    Malma, Elina

    2015-01-01

    The purpose of this Bachelor’s thesis is to map out Nordea Bank’s Securities Services’ client relationship management in Sub-custody and to enhance it by studying the relationship management from the perspective of different theories. The key element is to clarify how existing customers can be better taken care of and how to improve the relationship through different theories and personal experiences. The research approach adopted in the study is that of a single case study based on perso...

  12. Analysing customer requirements and satisfaction in the furniture industry according to ISO 9000 certification: a case study

    Directory of Open Access Journals (Sweden)

    Laura Martínez Caro

    2010-12-01

    Full Text Available The need to identify customer requirements and to satisfy them has become the main objective of companies. To manage that activity, that it is commonly associated to the marketing department, is the aim of every quality system, and therefore is a task that comprises the remaining departments of the organization. Through a case study, this paper seeks to identify which are the usual marketing practices in the furniture industry, and to outline an appropriate performance framework in agreement with the procedures settled down in the ISO 9000:2000 standards.

  13. Dynamic Capabilities and Firm Performance: A Case of Two SMEs in Pakistan

    OpenAIRE

    Qazi Muhammad Moinuddin Abro; Nafees Ahmed Memon; Pir Irfanullah Shah Rashdi

    2011-01-01

    This paper investigates the inter-relationship among entrepreneurship, dynamic capabilities and innovation. Entrepreneur\\'s foresights and insights of ICT (Information and Communication Technologies) tend to affect their choices of resources and development of dynamic capabilities, leading to different results of innovation. Based on the literature of business innovation and dynamic capabilities, this paper provides a model addressing the links between leadership, with insights...

  14. Service quality and customer satisfaction : case: Restel Hotels in Imatra and Lappeenranta

    OpenAIRE

    Makeeva, Ekaterina

    2010-01-01

    This study is about service quality and Russian customers’ satisfaction at Restel hotel chain which is a partner of the study. The research was carried out at the hotels. The research is based on quantitative approach, but it also includes study based on qualitative approach. Three hundred questionnaire forms were delivered to the customers at the check-in time and returned by hotel guests to the hotel’s reception at check-out time. For better understanding of customers’ motivations and desir...

  15. Lava ultimate resin nano ceramic for CAD/ CAM: customization case study.

    Science.gov (United States)

    Koller, M; Arnetzl, G V; Holly, L; Arnetzl, G

    2012-01-01

    Lava Ultimate Resin Nano Ceramic (RNC) blocks are innovative new CAD/CAM materials that make it possible to achieve superior esthetic results in easy steps. The blocks are made of nano ceramic particles embedded in a highly cured resin matrix. Therefore, composite materials can be used to characterize and adjust resin nano ceramic restorations after milling. The milled RNC restorations can be individualized intra-orally or extra-orally, either before or after insertion. Unlike conventional ceramic restorations, customization and glaze firing is neither necessary nor possible with RNC restorations. This opens up the opportunity for intraoral individualization and adaptation of the restorations. PMID:22891419

  16. CUSTOMER REFLECTIONS ON PROMOTIONAL TOOLS : CASE H&M IN CHINA

    OpenAIRE

    Liu, Mengmeng

    2013-01-01

    The booming economy is lifting more and more people to the new emerging middle class. They are able to purchase more goods than in the previous years. At the same time foreign companies are expanding their business in China which results in a tougher competition. Hennes & Mauritz (H&M) has performed well in the Chinese market since they entered it seven years ago. The aim of this thesis was to find out customer reflections of the promotional tools in China. The literature review consists of t...

  17. The roles of leadership in the development of dynamic capabilities in the case of Mazoni, S.A.

    OpenAIRE

    Santos, Joana Cristina Rodrigues dos

    2012-01-01

    This dissertation aims to answer the research question: What is the role of the leaders in the development of a company’s dynamic capabilities. In order to have a better understanding of the problem, the study is applied to a practical case – the shoe company Mazoni, S.A. Before focusing on this issue, defining the concept of dynamic capabilities turned out to be crucial. Therefore, several authors were considered, along with their various designations. A pattern was drawn from...

  18. Customer Need ́s Satisfaction in the Housing Sector: the Case of the Toluca Valley

    Directory of Open Access Journals (Sweden)

    Delgado-Hernández David Joaquín

    2013-10-01

    Full Text Available Currently, the construction sector faces great challenges, as the recent economic contraction has directly impacted this industry, and only companies that can offer quality products and services will survive in today’s highly competitive markets. In particular, the housing sector has to find ways to meet the needs of its customers due to the number of firms competing in this arena. There are some studies that quantify the demand for housing as well as those that reveal the number of homes sold per year in a region. However, investigations in Mexico to establish the level of cus- tomer satisfaction with their homes are still scarce. Thus, the main objective of this research is to determine the level of customer satisfaction in the Toluca Valley ́s housing sector (a region located 60 km west of Mexico City, in low income projects developed by Mexican construction companies. Having applied a questionnaire to users from seventy eight houses within eight different projects, some issues were identified that builders could improve, and take into account during the design stage of new housing developments. Among the main ones are: insulation, wall and ceil- ing materials, space distribution, and house ́s size. In contrast, residents are rela- tively satisfied with: the ease of cleaning, the aesthetics of the projects and the proximity to schools and supermarkets.

  19. The Responsibility of Organisations towards Customers. Case Study – Romanian Travel Agencies

    Directory of Open Access Journals (Sweden)

    Olimpia State

    2014-02-01

    Full Text Available Organizations’ responsibilities towards consumers and consumer rights gained increasing attention during recent decades, alongside with intensifying competition on the market of goods and services, increasing their complexity and diversity, evolving of technology and transport means, growing population, etc. Within this context, increasing consumer protection, promoting sustainable consumption, rapid and efficient resolution of complaints, education and consumer awareness represent imperatives of a modern organization, aware that its existence on market depends on meeting customer requirements in the best way. Particular area where competition is increasingly fierce, and the number of consumers is continuously growing is the tourism sector. Moreover, recent changes in the Internet development have raised new issues regarding tourist protection. Based on these considerations, in this article we have analysed and assessed the responsibility of travel agencies in Romania towards customers. The research has been achieved from two perspectives: both from the point of view of tourism employees and tourists. The survey results have brought to the attention of travel agencies certain directions that should be considered in their relationship with the tourists in order to increase tourists’ protection and promoting sustainable consumption.

  20. The Conditions of Organization Adaptive Capabilities. Case of Polish Public Hospitals

    Directory of Open Access Journals (Sweden)

    Mariola Ciszewska-Mlinaric

    2009-10-01

    Full Text Available In each phase of adaptation organizations need different capabilities that allow them to adapt to their environment. In the previous article the model of adaptive capabilities was presented and differences in adaptive capabilities between high and low performers were discussed. The primary objective of the study is to identify and examine the key factors influencing the adaptive capabilities of Polish public hospitals that had to respond to a revolutionary environmental change (a redesign of healthcare system. Research indicates that following factors are significant: owners policy, environment uncertainty, access to resources, leadership capabilities, interorganizational links, change process (pace and sequence, intraorganizational relations, ideology, strategy, decentralization, employees trust in management and their attitude toward change.

  1. Customer service quality strategy in the tourism and leisure industry : a case study of Mkabati Nature Reserve / Francis Sekajja

    OpenAIRE

    Sekajja, Francis

    2006-01-01

    Customer defections have been linked to service encounter failure in the tourism, leisure and hospitality industry. This study embraces the idea of improving customer acquisition, retention and satisfaction through proactively promoting operational excellence and improved customer service strategies. Mkambati Nature Reserve is studied to evaluate its customer service levels and to lay the foundation for the development of strategies for customer service improvement. Located in rural Transk...

  2. An assessment on employees’ business intelligence and CRM on customer satisfaction: A case study of Auto industry

    OpenAIRE

    Somayeh Rezaei; Ali Alikhani

    2014-01-01

    This paper performs an empirical investigation on employees’ business intelligence and customer relationship management and their effects on customer satisfaction. The proposed study has been implemented among 625 people, 240 sales representative and 385 regular customers, who are involved with products of an Iranian automaker named Iran Khodro. The proposed study designs three questionnaires in Likert scale for business intelligence, customer relationship management and customer satisfaction...

  3. Creativity and innovation by empowering the customer: The case of Mulino Bianco. Part I: Organisational innovation context

    Science.gov (United States)

    Bujor, A.; Avasilcăi, S.

    2015-11-01

    The terms of creativity, co-creation, creative industries, innovation, and coinnovation are more and more used nowadays. While co-creation offers the possibility and encourages a more active involvement from the customers to create value rich experiences, innovation is responsible for the little improvements made for a better life, to grow a business, to improve products, services or company's productivity. Either customers, current and potential, or stakeholders’ involvement into innovation activities, through their creativity, represent an important way of value creation, of actions’ performance that increases the worth of goods, services, or business as a whole. More and more, different size businesses gather ideas for innovation from customers / stakeholders through their involvement into the early stages of the innovation process. Actually, it has been shown that their ideas sketch their needs and wishes, and have been described as “need information”. Customers and stakeholders, in general, also offer ideas that have been called “solution information”, which represents, not only need information, but also customer-based proposals that describe how ideas can be transformed into marketable products. The term of creative industries refers to those goods that can technically be reproduced, industrially produced, and commercially sold, this being one of the many definitions found in the literature. The classification of creative industries differs at the European Union level according to each country's development level and opening towards these industries’ perception as an engine for economic growth. To better explore and identify the importance of innovation and creativity for new products’ development or improvement a case study about Mulino Bianco was done. This methodology approach represents a part of a qualitative research approach within a broader research undertaken within the framework of the National Research Program PN II. Mulino Bianco

  4. Application of the 2-piece orthodontic C-implant for provisional restoration with laser welded customized coping: a case report.

    Science.gov (United States)

    Paek, Janghyun; Ahn, Hyo-Won; Jeong, Do-Min; Shim, Jeong-Seok; Kim, Seong-Hun; Chung, Kyu-Rhim

    2015-01-01

    This article presents the application of laser welding technique to fabricate an orthodontic mini-implant provisional restoration in missing area after limited orthodontic treatment. A 15-year-old boy case is presented. Two-piece orthodontic C-implant was placed after regaining space for missing right mandibular central incisor. Due to angular deviation of implant, customized abutment was required. Ready-made head part was milled and lingual part of customized abutment was made with non-precious metal. Two parts then were laser welded (Master 1000, Elettrolaser Italy, Verona, Italy) and indirect lab composite (3 M ESPE Sinfony, St. Paul, MN, USA) was built up. The patient had successful result, confirmed by clinical and radiographic examinations. Before the patient is ready to get a permanent restoration later on, this provisional restoration will be used. This case shows that a two-piece orthodontic C-implant system can be used to maintain small edentulous space after orthodontic treatment. PMID:25885663

  5. Investigating important factors influencing customer relationship management: A case study from banking industry

    Directory of Open Access Journals (Sweden)

    Ali Sedigh

    2013-12-01

    Full Text Available This paper performs an investigation on measuring the effect of different factors on customer relationship management (CRM for different branches of an Iranian banks located in various regions of city of Tehran, Iran. The proposed study selects a sample of 275 managers and using structural equation modeling examines the effects of five variables including CRM knowledge, employment’s information technology skills, specialty, strategic use, CRM performance on the performance of CRM. Cronbach alpha has been calculated for the questionnaire as 0.881, which is well above the minimum acceptable level. The survey has concluded that there were meaningful relationships between all four mentioned variables and performance of CRM. In other words, knowledge and information technology influence on improving employments’ skills, which increase strategic use of CRM components and this would improve CRM performance.

  6. Customer Based Brand Equity and Intangibles : The case of the Swedish mobile network operators

    OpenAIRE

    Jansson, Carl Johan; Dass, Shuvo Deep

    2012-01-01

    Problematization: Studies  indicate  that there  is  a  lack  of  strong  brands  among  the  Swedish mobile  network  operators.  Problems  of  retaining  customers  are  common  among  the  big operators. Few studies on brand equity for intangible products have been done.   Purpose: The purpose of this paper is to investigate which factors  influence  brand equity in the Swedish service sector of mobile network operators.   Theory: This  paper is  limited  to  one  aspect  of  brand  equity...

  7. Consumer Behavior Analysis of Melli Bank Customers Towards online Services (Case Study Kermanshah Province Melli bank

    Directory of Open Access Journals (Sweden)

    Hossein VazifehDoost

    2014-06-01

    Full Text Available In recent years, the increasing number of Internet users and e-commerce, identifying consumer behavior in the digital space, is very important. Consumer behavior, the set of activities that, in order to acquire, use or non- use of goods and services takes place. The study, based on an analytical method - a descriptive survey, and making use of available resources, to investigate the factors influencing the behavior of web services, is discussed. The study also focused on around 4, risks, Electronic commerce, perceived value and satisfaction are located, indicates that risk and e-commerce systems have not an effective on Internet services of the Melli bank (0.512 and 0.124, but, so, Customer satisfaction and Perceived value have an effective on Internet services(0.003 and 0.012.

  8. Customer service revisited.

    Science.gov (United States)

    Levin, R P

    2001-03-01

    Customer service requires a system, which includes, but is not limited to having pleasant staff members. It requires a systemized approach to every patient every day. The steps of customer service are as integral to the success of the practice as are those of scheduling and case presentation. Customer service is a unique opportunity to differentiate a practice, justify the value for fees, and satisfy almost every patient. PMID:11913255

  9. Dynamic Capabilities and Firm Performance: A Case of Two SMEs in Pakistan

    Directory of Open Access Journals (Sweden)

    Qazi Muhammad Moinuddin Abro

    2011-07-01

    Full Text Available This paper investigates the inter-relationship among entrepreneurship, dynamic capabilities and innovation. Entrepreneur\\'s foresights and insights of ICT (Information and Communication Technologies tend to affect their choices of resources and development of dynamic capabilities, leading to different results of innovation. Based on the literature of business innovation and dynamic capabilities, this paper provides a model addressing the links between leadership, with insights and foresights for technology exploration and exploitation, and organizational capabilities of resource integration, learning and transformation to accelerate innovation. A comparative analysis of the two textile manufacturers in Pakistan revealed a cyclical process between the leadership decisions and dynamic capabilities of leveraging ICT for sustained competitiveness in these two SMEs (Small and Medium Sized Enterprises. The result suggests that to build strong capabilities for continuous innovation in today\\'s dynamic business environment, firms need to have leadership with both the attitude and behavior of entrepreneurship, combining the foresight to capture opportunities through ICT and the insight to guide and manage internal resources to achieve ICT-enabled innovation.

  10. Customer Satisfaction in Hotel Services

    OpenAIRE

    Bizi Mubiri, Joleen

    2016-01-01

    The purpose of this thesis was to investigate how customer satisfaction enhances customer loyalty in hotels. Specifically, the thesis used Lake Kivu Serena Hotel as a case study. Customer retention is achieved by involving customers in improving the quality of services offered by a hotel. Moreover, customers feel appreciated when they realize that the hotel is committed to improving their experience. Qualitative and quantitative methods of research were used to collect the data for the re-...

  11. Exploring the potential benefits of CRM systems in customer-centric age: A case study of a telecom company in Vietnam

    OpenAIRE

    Nguyen, Anh Hai; Papadopoulos, Thanos

    2011-01-01

    This paper investigates the benefits of customer relationship management system to a company in the context of customer centric age, using a case study of CRM implementation in a local telecom service company in Vietnam. The findings suggest that after a long time leading the telecom market, at the moment, the company was facing stiff competition from new service providers. This competition would be even stiffer after Vietnam joined WTO and the Vietnamese telecom market will be open to compet...

  12. Capability Approach for well-being Evaluation in Regional Development Planning : Case Study in Magelang Regency. Central java, Indonesia

    NARCIS (Netherlands)

    Pramono, Retno Widodo Dwi

    2016-01-01

    The thesis uses Amartya Sen’s Capability Approach (1993, 2000) to devise a set of criteria to evaluate the well-being and quality of life of economic groups in a case study of Magelang, a small rural area in Central Java, Indonesia. In applying this method, the researcher examines how the spatial ch

  13. Mandibular Reconstruction Using a Custom-Made Titanium Prosthesis: A Case Report on the Use of Virtual Surgical Planning and Computer-Aided Design/Computer-Aided Manufacturing.

    Science.gov (United States)

    Ow, Andrew; Tan, Winston; Pienkowski, Lukasz

    2016-09-01

    The use of virtual surgical planning and computer-aided design/computer-aided manufacturing has been reported to enhance the planning for the reconstruction of mandibular continuity defects. This case report illustrates the use of this technology in the fabrication of a custom-made titanium prosthesis to restore a segmental mandibular defect. The design specifications and sequence of the custom-made titanium prosthesis are discussed. Although successful in this case, there are limitations in its application and case selection is of vital importance. PMID:27516841

  14. IT Enabled Risk Management for Taxation and Customs: The Case of AEO Assessment in the Netherlands

    Science.gov (United States)

    Liu, Jianwei; Tan, Yao-Hua; Hulstijn, Joris

    Building collaborative relationships with trusted businesses is a long-term strategy for EU governments. Recently, for the EU Tax and Customs Administration (TCA), the realization of this goal has become more visible with the emerging concept of the Authorized Economic Operator (AEO). Businesses in the member states can apply for the AEO certificate. When it is being granted, simplified control procedures and trade facilitation will be provided by the TCA. A possible “win-win situation” can be achieved, with increased trade efficiency and lowered administrative burden. However, without proper selection of trusted business partners, governments may be worse off due to the adverse selection problem caused by information asymmetry. In this paper, we analyze the cause and effect of the adverse selection in the Government-to-Business relationship building. Further, we show that an IT enabled risk assessment approach can effectively eliminate the G2B information asymmetry and solve the adverse selection problem. The AEO assessment approach of DutchTCA is analysed to give a real life application on how IT is enabling the general risk management approach of the DutchTCA.

  15. Small Business Marketing Capability in the Food Sector: The Cases of Belgium, Hungary and Italy

    OpenAIRE

    Allesandro Banterle; Laura Carraresi; Stefanella Stranieri

    2010-01-01

    The purpose of thie paper is to assess the marketing management capabilities of SMEs producing traditional food products in the EU through thge development of a self-evaluation tool.SMEs represent the greater part of European food firms and they find it very difficult to adapt to market changes, and to compete with big enterprises. In this context, marketing management capabilities play a key role in good SME performance in the market. The self-evaluation tool is developed in the innovative f...

  16. ENTREPRENEURIAL CAPABILITIES

    DEFF Research Database (Denmark)

    Rasmussen, Lauge Baungaard; Nielsen, Thorkild

    2003-01-01

    The aim of this article is to analyse entrepreneurship from an action research perspective. What is entrepreneurship about? Which are the fundamental capabilities and processes of entrepreneurship? To answer these questions the article includes a case study of a Danish entrepreneur and his networks...

  17. Prioritization of Effective factors on customers' satisfaction in the sector of banking services (Case Study: Refah bank of Zanjan Province)

    OpenAIRE

    Shahram Madanshekaf; Davood Gharakhani

    2012-01-01

    The main purpose of this study is to identify and Prioritization the most important factors that influence customer satisfaction using fuzzy Analytical Hierarchy Process (FAHP). In this study‚ first the Effective factors on customer satisfaction were recognized by library studies and interviewing customers, then Hierarchical decision tree was designed. The questionnaire which consists of fuzzy decision matrix was then distributed among customers. Then in order to ranking the criteria, gathere...

  18. The buying behavior of Danish customers: a case study for Best Western Hotel Walram

    OpenAIRE

    Dohmen, Jessica

    2013-01-01

    This project-based thesis is concerned with the development of a marketing plan for the case company, Best Western Hotel Walram in Valkenburg, the Netherlands, and will demonstrate the importance of understanding cultural differences in international business. The reason for elaborating a marketing plan was the desire to expand the business activities of the case company to the Scandinavian countries, starting with Denmark. During the research period, various interviews with the managemen...

  19. Collaborative Research for Sustainable Learning: The Case of Developing Innovation Capabilities at Volvo Cars

    Science.gov (United States)

    Borjesson, Sofia

    2011-01-01

    This paper aims to make a contribution to the stream of literature on action research by describing a longitudinal collaborative research project which evolved out of a long-term, participation partnership with Volvo Cars. The collaboration was aimed at developing innovation capabilities in the company and accumulating knowledge on how…

  20. Are "High Potential" Executives Capable of Building Learning-Oriented Organisations? Reflections on the French Case

    Science.gov (United States)

    Belet, Daniel

    2007-01-01

    Purpose: The author's interest in learning organisation development leads him to examine large French companies' practices regarding "high potential" executives policies and to question their selection and development processes and their capabilities to develop learning oriented organisations.The author also tries to explain why most large French…

  1. Customization Issues

    DEFF Research Database (Denmark)

    Jørgensen, Kaj Asbjørn; Brunø, Thomas Ditlev; Taps, Stig B.;

    2014-01-01

    Implementation of mass customization and product configuration in companies requires fundamental considerations about how products can fulfil the demand from customers. In order to support such decision-making, a multi-level model for customization is developed. This model identifies four differe...

  2. Factors affecting productivity and the role of customer relationship management: A case study of home appliance manufacturing

    Directory of Open Access Journals (Sweden)

    Saeed Mirzamohammadi

    2012-01-01

    Full Text Available In today's competitive world, productivity- as a core source of production - is the most important target of the organization. Experimental studies in developed industrial countries prove that productivity improvements resulted from development of management systems play a more important role in production than physical increases in labor and capital factors. This paper, while focusing on productivity from a CRM perspective, employs a European Organizational Excellence Model framework to identify factors affecting productivity and the role of CRM systems. We perform an empirical study for a case study of home appliance manufacturing and using a questionnaire computed present status and compared with desired status of CRM components such as customer leadership, strategy, skill and motivation of labor work, effective use of information technology and process management.

  3. Social cost-efficient service quality-Integrating customer valuation in incentive regulation: Evidence from the case of Norway

    International Nuclear Information System (INIS)

    In order to overcome the perverse incentives of excessive maintenance reductions and insufficient network investments arising with incentive regulation of electricity distribution companies, regulators throughout Europe have started regulating service quality. In this paper, we explore the impact of incorporating customers' willingness-to-pay for service quality in benchmarking models on cost efficiency of distribution networks. Therefore, we examine the case of Norway, which features this approach to service quality regulation. We use the data envelopment analysis technique to analyse the effectiveness of such regulatory instruments. Moreover, we discuss the extent to which this indirect regulatory instrument motivates a socially desired service quality level. The results indicate that internalising external or social cost of service quality does not seem to have played an important role in improving cost efficiency in Norwegian distribution utilities.

  4. Competition among states: Case studies in the political role of remote sensing capabilities

    Science.gov (United States)

    Ammons, Audrey Ann

    International politics is a competitive realm. One of the most powerful modern advantages in this competitive world is the ownership of independent and autonomous remote sensing satellites. Few have this venue for competition and those that do belong to a very exclusive groups of states. Kenneth Waltz, author of Theory of International Politics, theorized that states emulate the innovations, strategies and practices of those countries with the greatest capability and ingenuity. As Waltz explains, states will emulate the leader in an anarchic realm to attain the same capabilities that helped the hegemon attain or maintain its status. Waltz referred to this as a tendency toward sameness of the competitors. Modern-day states that pursue global preeminence often exhibit exceptional risk-taking and significant technological innovation. They also challenge the recognized hegemon in an area of expertise and leadership. Realists would say that these states are emulating the behavior of the states they view as successful in order to maintain or improve their position in the world order. Realists also point out that strategic interests lead states to try to gain or at least neutralize those areas that, if controlled by an adversary, could menace them. Realist writers suggest that states will be reluctant to cede control of an important new technology to another state, even a friendly one, lest they find themselves permanently disadvantaged in an on-going contest for wealth, influence and even preeminence. The purpose of this research is to investigate if remote sensing capabilities are a venue of competition among modern states and one that they view as a potential path to global preeminence. Why do some states expend scarce resources to develop and maintain an indigenous remote sensing capability when it appears that they can acquire much of the end product from other sources at a reasonable cost? If this is true, it should be possible to confirm that states acquire end

  5. How to Utilize Case Company's Customer Database to Start Planning Integrated Marketing Communications Plan.

    OpenAIRE

    Musakka, Atte

    2013-01-01

    The purpose of the study was to create a process for the case company to start developing their marketing and communication activities. As the case company doesn’t have a plan for their marketing and communication processes, the aim for the thesis was to develop a clear model on how to plan an integrated marketing communication campaign. The IMC model introduced by Schultz D. & Schultz H. (2004) is more a business strategy than simply a means of coordinating communication. It consists of five...

  6. Prioritization of Effective factors on customers' satisfaction in the sector of banking services (Case Study: Refah bank of Zanjan Province

    Directory of Open Access Journals (Sweden)

    Shahram Madanshekaf

    2012-04-01

    Full Text Available The main purpose of this study is to identify and Prioritization the most important factors that influence customer satisfaction using fuzzy Analytical Hierarchy Process (FAHP. In this study‚ first the Effective factors on customer satisfaction were recognized by library studies and interviewing customers, then Hierarchical decision tree was designed. The questionnaire which consists of fuzzy decision matrix was then distributed among customers. Then in order to ranking the criteria, gathered information were analyzed through fuzzy Analytical Hierarchy Process. The results show that Fast service‚ Range of offered services‚ Bank location‚ Privacy for in branch transactions is respectively the most important factors that influence customer satisfaction.

  7. What is the role of perseverance in the development of dynamic capabilities? : Abreus case study

    OpenAIRE

    Ildefonso, João Miguel Vieira

    2012-01-01

    The research problem involved in this dissertation relates to the role of perseverance in the development of dynamic capabilities. The issue considers the importance of top management’s persistence and resilience in creating and maintaining competitive advantages over time. Beforehand it is addressed how companies can develop the capacity to restructure, adapt and create a new resource base needed to guarantee a sustainable competitive advantage as the business landscape evo...

  8. Evolution of capabilities in agribusiness: the case of the Mexican dairy sector

    OpenAIRE

    Alvarez Tinoco, Guadalupe del Rocío

    2011-01-01

    The aim of this thesis is to investigate how capabilities are created, accumulated and evolved as dairy farmers and dairy processors interact with other actors (e.g. suppliers, government organisations, research organisations, universities, MNCs, etc.) in three Mexican dairy regions in the Mexican dairy sector (MDS). The MDS plays an important part in mitigating the social problem of malnutrition in low-income families and reducing peasant migration. In particular, this thesis analyses the pr...

  9. Cryptic speciation or global spread? The case of a cosmopolitan marine invertebrate with limited dispersal capabilities

    OpenAIRE

    Pérez-Portela, R.; Arranz, V.; Rius, Marc; Turon, Xavier

    2013-01-01

    The existence of globally-distributed species with low dispersal capabilities is a paradox that has been explained as a result of human-mediated transport and by hidden diversity in the form of unrecognized cryptic species. Both factors are not mutually exclusive, but relatively few studies have demonstrated the presence of both. Here we analyse the genetic patterns of the colonial ascidian Diplosoma listerianum, a species nowadays distributed globally. The study of a fragment of ...

  10. Application of Knowledge Management in Customer Relationship Management Processes

    OpenAIRE

    Vahid Majazi Dalfard; Ahmad Jafari; Tohid Alizadeh

    2012-01-01

    Customer relationship management processes can be considered as processes with knowledge increase that their performance is affected by providing knowledge of product, markets and customers. So, using knowledge management capabilities result in taking advantage through customer knowledge flow in the processes. This article addresses knowledge management applications in customer relationship management processes. Studies showed that in general organizations use customers knowledge in customer ...

  11. Keep On Running : progressing customer experience through digital platforms: a case study of Nike+

    OpenAIRE

    Elowsson, Erik; Johansson, Jessica

    2013-01-01

    Digital platforms have established new ways within marketing for consumers and brands to interact. This has called for a paradigm shift denoting a phenomenon of shifting consumer and company roles, creating opportunities for interaction and value creation. Nike – the worlds biggest sports apparel company – has succeeded in embracing these new conditions with their digital service application Nike+ and the related brand community. This case study of Nike+ sets out to investigate how these new ...

  12. Millimeter wave case study of operational deployments: retail, airport, military, courthouse, and customs

    Science.gov (United States)

    Tryon, Gary V.

    2008-04-01

    In the wake of the September 11, 2001 terrorist attack on America, our security and defense industry was instantly tasked with delivering technologies that could be used to help prevent future terrorist activities. The general public world wide is asking for solutions that will foster a safe society and travel environment. Our best defenses rest in our talents within a free open society to prevent dangerous individuals from boarding planes, entering buildings, courthouses, transportations hubs and military bases with weapons capable of causing damage and bodily harm in the first place. Passive millimeter wave (PMMW) whole body imaging systems are based upon the principle that every physical entity emits, reflects, and/or absorbs electromagnetic energy. The term "passive" means that this approach does not bombard the test subject with energy radiation to further induce the discovery of hidden objects. PMMW whole body imaging systems focus on the human body's natural emission and reflection of millimeter wavelength energy. In physics, "millimeter waves" (MMW) are defined as extremely high-frequency (30-300 GHz) electromagnetic oscillations. On the electromagnetic spectrum these waves are just larger than infrared waves, but smaller than radio waves. The wavelength of a MMW is between 1 millimeter and 10 millimeters. That is approximately the thickness of a large paperclip up to the diameter of an "AAA" battery.

  13. Introducing the paradigm of organizational value creation effect on customer loyalty: A case study of Tehran province food industry unites

    Directory of Open Access Journals (Sweden)

    Maryam Zarandi

    2012-04-01

    Full Text Available Today, organization cannot firmly survive without having a broad captive market. Rather, through value creation for customers and achieve their loyalty, we can maintain and increase the existing market share. Providing a specific product or service requires modern ideas and approaches to be applied in organizations. Resource limitations prevent organizations from being the best on all value creation contexts; so they must focus on some range of customer-centric values regarding the given customer groups; because customer needs will change as time goes by and it requires different kinds of values to be taken into consideration. In this research, organizational value creation effects on customer loyalty is studied by more recent and complete customer value model designed by Flint et al. (2010 [Flint et al. (2010. Customer value anticipation, customer satisfaction and loyalty: An empirical examination. Industrial Marketing Management, 40, 219-230]. In this regard, some questionnaires are distributed among a statistical population including 90 customers of Tehran Food Industries. Results show that organizational value creation affects on customer loyalty. Among effective factors, product quality has the most effects on organizational value creation following by product price, marketing and after-sales services.

  14. Topical Tacrolimus with Custom Trays in the Treatment of Severe Oral cGVHD Refractory to a Potent Topical Steroid Therapy: A Case Report

    Science.gov (United States)

    Brown, Ronald S.; Edwards, Dean; Walsh-Chocolaad, Tracey; Childs, Richard W.

    2012-01-01

    Background The authors present a case demonstrating the success of topical tacrolimus (TAC) therapy with custom trays in the treatment of oral chronic graft versus host disease (cGVHD). The 41 year-old male patient initially responded to topical steroid therapy (clobetasol propionate 0.05% ointment) applied both topically and with flexible carrier trays, but later became refractory to this potent topical agent. Topical TAC therapy with flexible carrier trays and systemic prednisone therapy was initiated. Results The patient responded favorably with the change to topical TAC therapy with custom trays (and oral prednisone). His oral cGVHD lesions resolved within a period of four weeks. The improvement has remained stable at 14 month follow-up. Clinical Implications This is the first case reported with regard to the successful resolution of steroid recalcitrant cGVHD successfully treated with topical TAC with custom trays. PMID:23102802

  15. An Analysis of the Influencing Factors of Customer Retention in Tourism Resort Industry: A Case Study of Lingnan Impression Park, Guangzhou, China

    Directory of Open Access Journals (Sweden)

    Li Li

    2014-09-01

    Full Text Available The customer retention is an important factor in today’s increasingly tourism competitive markets which should be concerned seriously. At present, many academic customer retention researches mostly focused on the business market research in the hotel industry. In view of the tourism resort, especially the urban cultural themes attraction, analyzing the influencing factors of customer retention in such resort has its special significance. The aim of this study is to empirically explore the relationship among the cultural attractive, attraction operation, promotion strategy and tourist costs on customer retention in the urban cultural themes attraction. A quantitative research method was adopted to collect empirical data from the case study of Lingnan Impression Park, Guangzhou, China and the analysis of the influencing factors base on the integrated research approach for the urban cultural themes resort. The results indicate what extent these individual factors can have an impact on customer retention is beneficial for the resort marketing practices and several strategies are suggested about improving the degree of the customer retention to the urban cultural themes resorts in China.

  16. An Investigation of the Essential Factors on Customer Loyalty in Banking Sector: A Case of Albanian Retail Bank

    Directory of Open Access Journals (Sweden)

    Yüksel KÖKSAL

    2014-06-01

    Full Text Available The purpose of this research is to reveal essential factors that have influences on customer loyalty directly in Albanian retail banking context. In order to bring out essential factors, we have developed a questionnaire and 410 people participated in the survey. Five different factors have been described to analyze their directly impacts on customer loyalty such as Service, Security, Relationship, Reliability and Staff. The significant relations of each factor with customer loyalty have been analyzed by conducting confirmatory factor analysis. Obtained results indicate that only ‘relationship’ and ‘staff’ factors have a direct impact on customer loyalty. Determination of the essential factors on customer loyalty in banking sector will be helpful to bank managers to define priorities in order to enhance customer satisfaction and loyalty.

  17. TEAM SELLING AND CUSTOMER SATISFACTION IN THE MISSION CRITICAL SECTOR: A CASE STUDY OF EYP MISSION CRITICAL FACILITIES INC.

    Directory of Open Access Journals (Sweden)

    Timothy J. CRADER

    2013-11-01

    Full Text Available This study examined the relationships between selling teams (STs and customer satisfaction within the mission critical power design industry. The literature indicates that STs, which are considered a state of the art sales model, deserved further research. The SERVQUAL survey was used to measure customer satisfaction with EYP Mission Critical’s most strategic customers. The difference in customer satisfaction for customers serviced by STs and traditional sales personnel were compared. The investigation found support indicating that a ST approach had a positive relationship to increased customer satisfaction levels. Based on the results of the study, it is recommended that sales leaders within the specialized service industry consider a ST approach when formulating future revenue growth and relationship strategy.

  18. Product Customization

    DEFF Research Database (Denmark)

    Hvam, Lars; Mortensen, Niels Henrik; Riis, Jesper

    For the majority of industrial companies, customizing products and services is among the most critical means to deliver true customer value and achieve superior competitive advantage. The challenge is not to customize products and services in itself – but to do it in a profitable way. The...... implementation of a product configuration system is among the most powerful ways of achieving this in practice, offering a reduction of the lead time for products and quotations, faster and more qualified responses to customer inquiries, fewer transfers of responsibility and fewer specification mistakes, a...... reduction of the resources spent for the specification of customized products, and the possibility of optimizing the products according to customer demands. This book presents an operational procedure for the design of product configuration systems in industrial companies, based on the experience gained...

  19. Cradle-to-customer life cycle assessment for environmental conscious operations and product development: case study of two precision instruments

    Energy Technology Data Exchange (ETDEWEB)

    Paju, M.; Tonteri, H.

    2009-12-15

    New emerging regulations and market rivalry has forced electronic manufacturers to assess their environmental impacts in order to decrease their environmental burden. The Life Cycle Assessment (LCA) method has been used widely in industry to assess the product scale environmental impacts in order to enhance the environmentally conscious product design and product planning. However, the LCAs including product specific data collection can be resource extensive due to the complexity of electronic systems, which hinders the usability of LCA in the dynamic product planning process. This paper aims to present the main findings and challenges of an LCA of small-sized electronic products through a case study. Furthermore, the usability of LCA as a tool for eco-design is discussed. The LCA method was applied for two electronic products with the scope bounded to the cradle-to-customer phases through the life cycle. Due to the complexity of the products' end-of-life system and limited time for the study quantitative assessment of end-of-life was left with less attention in LCA. However, during the LCA process the end-of-life aspects of the case study products were studied separately on a qualitative basis (orig.)

  20. An Investigation of the Essential Factors on Customer Loyalty in Banking Sector: A Case of Albanian Retail Bank

    OpenAIRE

    KÖKSAL, Yüksel; Oneda DEMA

    2014-01-01

    The purpose of this research is to reveal essential factors that have influences on customer loyalty directly in Albanian retail banking context. In order to bring out essential factors, we have developed a questionnaire and 410 people participated in the survey. Five different factors have been described to analyze their directly impacts on customer loyalty such as Service, Security, Relationship, Reliability and Staff. The significant relations of each factor with customer loyalty have been...

  1. Hunting or farming? Salesperson's perceptions on customer orientation in new business acquisition. Case study in a Finnish sales organisation

    OpenAIRE

    Lautala, Hillamari

    2015-01-01

    Objectives: The growing service centered product ranges and ever increasing competition has led many researchers to study the topic of customer orientation and its different variations and underlying causalities in different industries. When customer orientation is pursued, several factors influencing ones behavior has to be taken into account. While the research has been often concentrating on evaluating the outcomes generated from customer oriented behavior, the motivation and possible ...

  2. A survey on relationship between customer satisfaction and electronic banking features: A case study of Tejarat bank in Iran

    Directory of Open Access Journals (Sweden)

    Hasan darvish

    2013-02-01

    Full Text Available Customer satisfaction plays an important role on the success of banking industry. A customer may switch his/her primary banking from one to another as soon as he/she is unsatisfied from the quality of services. In this paper, we study the impact of six factors on electronic banking including easy access, design, transaction speed, security, information content and customer support on customer satisfaction. The proposed study was performed in different branches located in north east of city of Tehran, Iran named Tejarat. The study selected a sample of 200 customers, designed, and distributed a questionnaire among them. The results of our survey have indicated that all six components significantly influenced on customer satisfaction. We have also investigated a linear regression between the six independent variables and customer satisfaction and using stepwise linear regression technique the most suitable regression model. The results of regression analysis have also indicated that an increase of one unit in easy access, information content and customer support will increase customer satisfaction by 0.201, 0.368 and 0.356, respectively.

  3. Customer Integration during Innovation Development

    DEFF Research Database (Denmark)

    Pedrosa, Alex

    2012-01-01

    To stay viable, companies need to increase their innovation development investments over time. However, successful innovation development also cannot happen without customers, and thus companies seek opportunities to enhance their knowledge of current and future customer needs. As a result...... of companies’ growing interest in effectively collaborating with customers, research has investigated the importance of firm–customer interaction during innovation development. However, despite valuable insights into the performance-enhancing effects of customer integration, research has thus far overlooked...... the activities companies should engage in when integrating customers during innovation development. Thus, this study investigates how and when customer-oriented companies engage in customer interaction during innovation development. Using a multiple case study design, this study examines four substantive cases...

  4. Integrated Development and Maintenance of Software Products to Support Efficient Updating of Customer Configurations: A Case Study in Mass Market ERP Software

    NARCIS (Netherlands)

    Jansen, S.R.L.; Brinkkemper, S.; Ballintijn, G.; Nieuwland, Arco van

    2008-01-01

    The maintenance of enterprise application software at a customer site is a potentially complex task for software vendors. This complexity can unfortunately result in a significant amount of work and risk. This paper presents a case study of a product software vendor that tries to reduce this complex

  5. Using Research Case Studies in eCommerce Marketing Courses: Customer Satisfaction at Point-of-Purchase and Post-Purchase

    Science.gov (United States)

    Nawi, Noorshella Che; Fong, Michelle; Tatnall, Arthur

    2014-01-01

    This paper describes a research case study of Internet apparel marketing by small businesses in Malaysia which can beneficially be included in postgraduate business courses for understanding the importance of measuring customer satisfaction at point-of-purchase and post-purchase in online purchases. The sample size in this research is 154…

  6. Improving Customer Experience in Mental Health Service: A case Study of Ivy Willis House

    Directory of Open Access Journals (Sweden)

    Waheed Azeez

    2015-07-01

    Full Text Available The negative effects of the current economic climate on mental health service providers under the NHS cannot be overemphasised. As the government is trying to cut its expenses and minimise wasteful activities and unnecessary spending within the NHS, every trust and every department or unit within the trust has now realised that it has to justify its existence and review its services to the public. More so, the on-going restructuring of the NHS has led to the closure of some hospitals and departments that are considered not fit for purpose. Meanwhile, the closure of certain hospitals or departments, especially the accident and emergency departments (A&E, have caused outrage among the general public who reside within the vicinities or catchment areas served by those departments. In some cases, this move is challenged in the courts of law forcing the government to rescind its decision and leave certain hospitals open after they have been marked for closure.The joint efforts of staff and patients of these hospitals and their determination to preserve these valuable institutions are paying off greatly. However, the same cannot be said about the mental health facilities within the NHS. This is probably because the services provided by mental health departments are not meant for every member of the public. The services are meant for those who have mental health issues. As a result of this, only those who are concerned with mental health issues advocate for their continuous existence and maintenance. The general public do not always speak out for them.The aim of this report is to look into the plight of these mental health institutions and the difficulties they are facing in terms of funding, staffing levels, public support, research and development, patient satisfaction among other things. We have chosen Ivy Willis House because of its achievement as one of the most successful mental health rehabilitation centres in the south-west area of London.

  7. Technological and market capabilities and competitiveness in the Brazilian computer industry:a case study

    OpenAIRE

    Montanari de Matos, Murilo; Robles Reis de Queiroz, Sergio

    2013-01-01

    The computer market in Brazil is dominated by domestic private companies that compete with large multinational companies. This study aims, based on the case of Positivo Informatics, to discuss how national companies can compete in complex markets accumulating technological and non-technological competences. The theory on technological paradigms allows dividing the world computer industry into two groups: the companies that master the paradigm core, responsible for pushing forward the te...

  8. Educating for health service reform: clinical learning, governance and capability – a case study protocol

    OpenAIRE

    Gardner, Anne; Gardner, Glenn; Coyer, Fiona; Gosby, Helen

    2016-01-01

    Background The nurse practitioner is a growing clinical role in Australia and internationally, with an expanded scope of practice including prescribing, referring and diagnosing. However, key gaps exist in nurse practitioner education regarding governance of specialty clinical learning and teaching. Specifically, there is no internationally accepted framework against which to measure the quality of clinical learning and teaching for advanced specialty practice. Methods A case study design wil...

  9. Focusing on customer service.

    Science.gov (United States)

    1996-01-01

    This booklet is devoted to a consideration of how good customer service in family planning programs can generate demand for products and services, bring customers back, and reduce costs. Customer service is defined as increasing client satisfaction through continuous concern for client preferences, staff accountability to clients, and respect for the rights of clients. Issues discussed include the introduction of a customer service approach and gaining staff commitment. The experience of PROSALUD in Bolivia in recruiting appropriate staff, supervising staff, soliciting client feedback, and marketing services is offered as an example of a successful customer service approach. The key customer service functions are described as 1) establishing a welcoming atmosphere, 2) streamlining client flow, 3) personalizing client services, and 4) organizing and providing clear information to clients. The role of the manager in developing procedures is explored, and the COPE (Client-Oriented Provider-Efficient) process is presented as a good way to begin to make improvements. Techniques in staff training in customer service include brainstorming, role playing, using case studies (examples of which are provided), and engaging in practice sessions. Training also leads to the development of effective customer service attitudes, and the differences between these and organizational/staff-focused attitudes are illustrated in a chart. The use of communication skills (asking open-ended questions, helping clients express their concerns, engaging in active listening, and handling difficult situations) is considered. Good recovery skills are important when things go wrong. Gathering and using client feedback is the next topic considered. This involves identifying, recording, and discussing customer service issues as well as taking action on these issues and evaluating the results. The booklet ends by providing a sample of customer service indicators, considering the maintenance of a

  10. DOE Zero Energy Ready Home Case Study: Sterling Brook Custom Homes — Village Park Eco Home, Double Park, TX

    Energy Technology Data Exchange (ETDEWEB)

    none,

    2014-09-01

    This builder won a Custom Builder honor in the 2014 Housing Innovation Awards for this showcase home that serves as an energy-efficient model home for the custom home builder: 1,300 visitors toured the home, thousands more learned about the home’s advanced construction via the webpage, YouTube, Twitter, Facebook, Instagram, and Pinterest.

  11. The effect of brand on customer purchases in the business-to-business market: a case study of Boyang.Co. Ltd

    OpenAIRE

    Zhang, Chenchen

    2013-01-01

    In the 21st century, competition between companies can be intense particularly in the unstable markets of the world. The customer plays an important role in the survival of a company. The customer’s behavior is affected by the company’s brand and the customer’s purchasing decision in turn can restrict the brand. The purpose of this study is to examine brand as a factor affecting customer behavior in the B2B market. A case company, Boyang Co.Ltd, is used as an example to investigate whethe...

  12. Assessing the Total cost of ownership of ERP systems : Case study analysis on the factors behind customer costs in recent minor implementations

    OpenAIRE

    Rydgård, Göran; Palmberg, Nils

    2010-01-01

    This master’s thesis presents a model for calculating the total cost of ownership (TCO) of relatively small ERP implementations, including two years of running the system. The main factors affecting the cost items in the model are also analyzed, based in part on four case projects that the consultancy company Acando has carried out recently and in part on literature. The case projects were investigated through interviews with key actors in the projects from Acando and the customer, and throug...

  13. How to reach more target customers by search engine optimization (SEO) and search engine advertising (SEA) : Case: Clean Solutions Finland Kb

    OpenAIRE

    Kaukoranta, Minttu

    2015-01-01

    The goal of this thesis is to find out how the case company, Clean Solutions Finland Kb, can reach more target customers for their online store by utilizing online marketing activities, such as search engine optimization (SEO) and search engine advertising (SEA). The case study method, combined with qualitative methods interview and observation, was applied to collect the data necessary for the study. In the theoretical part of the thesis, related literature is reviewed and the most relev...

  14. The strategic capability of a shoe company from Brazil: the Olympikus case

    Directory of Open Access Journals (Sweden)

    Juliana Suzin

    2007-01-01

    Full Text Available The main objective in this article is to analyze how the opportunities and resources are identified and mobilized to assure conditions to a traditional industry to compete through innovation. In this study decisions and actions associated to enterprising and innovations are analyzed in the context of the traditional Brazilian Industry. In this context, the global production chains are evaluated, in particular, the behavior and performance of the Brazilian Shoe Industry. The study of one case of the shoe industry provides the empiric base to discuss the questions proposed. The analysis of one line from articles produced by Calçados Azaléia, one of the biggest shoe factories in Brazil, is made. The evidences are based on interviews proposed to the executives of the company in the years of 2005 and 2006 where secondary data helps to analyze the subject, shoe business sector and the company. The conclusion is that the case takes a ‘revolutionary’ perspective of competitiveness, through the launching of one product that allies technology, quality and design, assuming a new level on administrative innovation and a new strategic position at the dynamic value chain.

  15. Examining the effect of retail service quality dimensions on customer satisfaction and loyalty: The case of the supermarket shopper

    Directory of Open Access Journals (Sweden)

    J. Beneke

    2012-12-01

    Full Text Available Purpose: Post Apartheid, the South African supermarket industry has rapidly increased in size and stature, yet customer satisfaction and fostering goodwill don't appear to have kept pace with growth. This research considers which aspects of retail service quality impact upon customer satisfaction and, ultimately, pay dividends in terms of generating store loyalty amongst urban shoppers in the middle to upper market segments. Design/methodology/approach: A survey approach was used to collect data from 307 respondents within a major metro pole area, as well as through an online interface. This was used to test our path model using Partial Least Squares (PLS analysis. Findings: The results from the analysis concluded that two constructs, namely Physical Aspects and Personal Interaction, had a direct relationship with Customer Satisfaction. Customer satisfaction was also confirmed to be positively linked to customer loyalty. Originality/Value: This research uncovers which aspects of service are most coveted by consumers in an emerging market context, as well as their effect on generating repeat business. If supermarket chains are to move beyond mere profit generation and build meaningful relationships with customers, they would best be advised to focus on the attributes of service that have a direct bearing on customer satisfaction and, in turn, long-term repeat patronage.

  16. The Impact of CRM System Use on Companies’ Customer Understanding: The Case of the Russian Ophthalmology Market

    Directory of Open Access Journals (Sweden)

    Denis Klimanov

    2015-06-01

    Full Text Available As the customer relationship management process comes to play an increasingly important role in business success, a number of authors are attempting to evaluate the impact of various CRM process components on the quality of company interaction with customers and, ultimately, on company performance. This paper explores the impact of CRM systems on the quality of companies’ customer understanding. This understanding is measured in the context of an international pharmaceutical company in the Russian market. The field research is based on quantitative data from online questionnaires and telephone interviews. The sample consists of 64 company representatives and 217 ophthalmologists. The authors developed and tested a model of physician loyalty drivers and studied employees’ perceptions of the CRM system. The findings of this paper demonstrate that, despite the fact that a CRM system is actively used and perceived as a crucial part of the customer relationship management process within the company, understanding of key customer loyalty drivers needs to be significantly improved. The paper contributes to existing theory by evaluating the link between the use of CRM applications and customer relationship performance as well as by developing a physician prescription loyalty influencers framework in the context of the Russian pharmaceutical market. This research could be used by other pharmaceutical companies as well in order to understand the influence of their CRM applications on customer loyalty and also to identify the drivers of physicians’ prescriptions.

  17. Improving customer satisfaction

    OpenAIRE

    Wei, Yu

    2011-01-01

    Today, the competition among enterprises is growing in intensity and organizations of all types and sizes have increasingly come to understand the importance of customer satisfaction and good services. The purpose of this study is to investigate the present level of customer satisfaction with language training institutes and find out any possible areas of improvement. This thesis will discuss and analyze the factors that influence the customer’s level of satisfaction and assist the case compa...

  18. Canais de atendimento, satisfação e lucratividade de clientes em serviços: um caso bancário Customer services, customer satisfaction and profitability in services: a banking case

    Directory of Open Access Journals (Sweden)

    Émerson Adriano Fiebig

    2011-12-01

    Full Text Available Este trabalho tem como tema o atendimento e sua importância na satisfação e na lucratividade dos clientes no setor de serviços. Dentro de um mercado cada vez mais concorrido, o atendimento tende a ser um dos principais diferenciais para as empresas. O objetivo deste estudo foi investigar o tipo de relação existente entre a satisfação dos clientes pessoa física de um Banco com os canais de atendimento e a lucratividade desses. O estudo foi desenvolvido por meio de estudo de caso na agência do Banrisul de Dois Irmãos (RS. Foi estudada uma amostra da população dos 1000 clientes mais rentáveis da agência, visando identificar seus níveis de satisfação com o atendimento pelos canais atendimento pessoal, caixas eletrônicos e internet banking. Após a comparação dos níveis de satisfação com os da lucratividade conhecida de cada respondente, foi possível conhecer quais os atributos e canais mais determinam a satisfação do cliente e sua lucratividade. As principais ferramentas estatísticas utilizadas foram a determinação dos Coeficientes de Correlação de Spearman e a Análise de Regressão. A pesquisa destacou que as dimensões empatia e responsividade do atendimento pessoal foram as mais determinantes para a satisfação dos clientes. Ficou evidenciado também que há uma correlação positiva entre a satisfação e a lucratividade dos clientes e, ainda, que o aumento no nível de satisfação corresponde a um aumento mais que proporcional no nível de lucratividade.The subject of this paper is banking services and its importance for customer's satisfaction and profitability in the service sector. In an increasingly competitive market, costumer service tends to be one of the main differentials for organizations. The objective of this study was to investigate the relationship between individual customers of a bank and its service channels, and profitability. The study was developed through a case study at Banrisul, in the

  19. An empirical study to identify and rank CSFs in customer relationship management (CRM): A case study of oil products distribution

    OpenAIRE

    Seyed Mehdi Tofighi; Mohsen Cheshmberah; Mohammad Reza Zahedi; Ali Hadizadeh

    2011-01-01

    Customer relationship management (CRM) is founded based on the value exchange between organization and customers and focuses merely on the value created in this connection. In this paper, the critical success factors are identified for a proper and effective implementation of CRM for an oil distribution company. The proposed survey of this paper identifies some important factors affecting the CRM implementation and determines the most important ones using a survey. The results indicate that t...

  20. THE CONTRIBUTION OF ELECTRONIC BANKING TO CUSTOMER SATISFACTION: A CASE OF GCB BANK LIMITED –KOFORIDUA

    Directory of Open Access Journals (Sweden)

    Martin Otu Offei

    2016-02-01

    Full Text Available Internet banking has the potential to provide fast and reliable services to customers for which they are relatively happy. Due to the technological changes taking place all over the world, many institutions, including the banking sector have taken giant steps to move in tandem with these changes. In this light most banks, with GCB Bank, Ghana, not being an exception have introduced electronic banking in order to decongest the banking halls of customers who spend time unending in order to transact business. The purpose of this research was to assess the Contribution of Electronic Banking to Customer Satisfaction at GCB Bank-Koforidua, to this end some objectives were set for the study. These were: To assess the availability of electronic banking facilities at GCB Bank, Koforidua. To assess the knowledge and patronage of internet banking services by customers, to examine the effectiveness of the usage of electronic banking facilities, to examine the problem facing an internet banking in GCB Bank, Koforidua. This is a quantitative study that employed the use of questionnaires as the main tools for data collection. Data was collected from management, staff and customers of GCB Bank, Koforidua Branch. Findings from analysis of data revealed that though there was the existence of internet banking facilities of the bank, respondents of the study were not fully aware of the existence of such facilities. It was also found that the use of internet banking was quite expensive and that though the bank was utilizing the facility, customers were not fully patronizing them. It was concluded that internet banking brings efficiency in the operations of the bank. Finally, the study recommended that all branches of GCB Bank adopt internet banking facilities to help in effective banking operations and transactional purposes. To maximize the operations and potential of the bank management must endeavor to educate the customers about the existence of internet banking

  1. Examining the effect of retail service quality dimensions on customer satisfaction and loyalty: The case of the supermarket shopper

    OpenAIRE

    Beneke, J; C. Hayworth; Hobson, R; Z. Mia

    2012-01-01

    Purpose: Post Apartheid, the South African supermarket industry has rapidly increased in size and stature, yet customer satisfaction and fostering goodwill don't appear to have kept pace with growth. This research considers which aspects of retail service quality impact upon customer satisfaction and, ultimately, pay dividends in terms of generating store loyalty amongst urban shoppers in the middle to upper market segments. Design/methodology/approach: A survey approach was used to co...

  2. Analysing Product Quality, Service Quality and Customer Satisfaction A Case Study of ‘Kedai Rakyat 1 Malaysia’ Stores

    OpenAIRE

    Gondal, Kunal

    2013-01-01

    Only once you are aware of the customers’ perception of business, the service and the products offered, one would have a clear idea of whether the business is going in the right direction or not. An important strategic objective in a retail store is customer perception. In order to survive in a competitive setting and achieve profitability, retailers need to ensure that they respond adequately to customers’ requirement. Although there exists a number of factors which relate to customer requir...

  3. Introducing the paradigm of organizational value creation effect on customer loyalty: A case study of Tehran province food industry unites

    OpenAIRE

    Maryam Zarandi

    2012-01-01

    Today, organization cannot firmly survive without having a broad captive market. Rather, through value creation for customers and achieve their loyalty, we can maintain and increase the existing market share. Providing a specific product or service requires modern ideas and approaches to be applied in organizations. Resource limitations prevent organizations from being the best on all value creation contexts; so they must focus on some range of customer-centric values regarding the given cust...

  4. The Influence of Traditional Customs and Practices on Girls' Secondary Education in Morogoro Region in Tanzania : A case Study

    OpenAIRE

    2012-01-01

    Abstract This study explored the influence of traditional customs and practices on secondary education of the girls in Morogoro region, in Tanzania. To do so, the study first explored the traditional customs and practices present in the area, and then investigated the influences of practices to the secondary education of girls. The study involved four secondary schools of Morogoro region, two from the rural and two from urban areas of that region. The study employed a qualitative resear...

  5. Implantation of customized 3-D printed titanium prosthesis in limb salvage surgery: a case series and review of the literature

    OpenAIRE

    Fan, Hongbin; Fu, Jun; Li, Xiangdong; Pei, Yanjun; Li, Xiaokang; Pei, Guoxian; Guo, Zheng

    2015-01-01

    Background Although modular prosthesis is commercially available to meet requirements in most limb salvage surgeries, customized prosthesis is still needed. In contrast to traditional complicated procedures, rapid prototyping (RP) technique can directly manufacture customized titanium prosthesis. The objectives of this study were to describe the workflow of this technique and show the follow-up results of patients. Methods Three patients with clavicle Ewing’s sarcoma (ES), scapular ES, and pe...

  6. Customer reponse to day-ahead wholesale market electricity prices: Case study of RTP program experience in New York

    OpenAIRE

    Goldman, C; Hopper, N; Sezgen, O.; Moezzi, M.; Bharvirkar, R.; Neenan, B.; Boisvert, R; Cappers, P.; D. Pratt

    2004-01-01

    There is growing interest in policies, programs and tariffs that encourage customer loads to provide demand response (DR) to help discipline wholesale electricity markets. Proposals at the retail level range from eliminating fixed rate tariffs as the default service for some or all customer groups to reinstituting utility-sponsored load management programs with market-based inducements to curtail. Alternative rate designs include time-of-use (TOU), day-ahead real-time pricing (RTP), cri...

  7. Is it possible for Apoteket AB to retain its customers after de-regulation? : A Case Study

    OpenAIRE

    Khan, Muhammad Arif; Khan, Saqib Saeed

    2011-01-01

    Purpose of the Study To study how Apoteket AB can retain its customers after the government decision to implement de-regulation in Swedish pharmaceutical market. Apoteket AB was the only state-owned pharmacy for more than 38 years but now they are in competition with other pharmacy operators including supermarkets and gas stations. The main purpose of this study is to find out those vital factors which are important to customers in selecting pharmacy operators for buying prescription and non-...

  8. Exploring effect of entrepreneurship and business orientations on innovation and customer value (Case Study: food industry of Mashhad city)

    OpenAIRE

    Mostafa Kazemi; Samira Pour

    2012-01-01

    Today, organizations must recognize and exploit entrepreneurial opportunities arising from environmental changes, not just survive But also to ensure its growth. Hence, the need have to maintain the survival of competitive advantages over its competitors. These competitive advantages as innovation and customer value is that given that few studies have examined the relationship between entrepreneurship and customer value Therefore, in this study adopted a survey research strategy to investigat...

  9. Moderating Role of Brand Image With Relation to Internet Banking and Customer Loyalty: A Case of Branchless Banking

    Directory of Open Access Journals (Sweden)

    Samar Rahi

    2015-12-01

    Full Text Available Purpose: Internet is of vital essence to excel and progress of organization growth. It has revolutionized the banking sector all over the world. A spectacular innovation in banking sector is to introduce Internet banking services. The aim of this study is to inspect the moderating relationship of Brand image between internet banking and customer loyalty. Design/methodology/approach: This study is conducted using positivism paradigm and deductive quantitative methods of inquiry. Data was collected in a survey from those customers who were using internet banking services in Pakistan. Questionnaire was adopted from research studies of Zeithaml et al. and Park et al. A theoretical framework is proposed to suggest the links among variables. The sample size selected for research constitutes of 437 respondents belongs to Lahore and Islamabad, from Pakistan. Simple and Moderating regression analysis is used to examine hypothesized relationship. Findings: There are two major finding the foremost, those banks who are providing internet banking services their customer are loyal with their banks, to prove this argument simple regression analysis employed result reveals that internet banking bring 94% change on customer loyalty. The second magnificent finding is to check the role of brand image as a moderator. Results prevailed that there is significant quasi moderation exist between Internet banking, and customer loyalty and prove that, if the Brand image would strong the relationship between internet banking and customer loyalty will enrich. Research limitation/Implications: Further research is indicated, to identify impact of these variables on other services provider companies of Pakistan excluding banking sector. Banking sector of Pakistan should pay more attention to enrich their brand image to enhance the customer loyalty. Originality/Value: This study is unique as it is pioneer study with moderation effect of brand image and will be helpful for the

  10. An Analysis Credit Rating Factors of Steel Distributors from Customer Perspective in Iran\\\\\\'s Market

    Directory of Open Access Journals (Sweden)

    Asghar Moshabbaki

    2016-03-01

    Full Text Available This study with aim of investigation and identification of most important determinant criteria in significant distributors selecting by retailer customers did in Iran steel market and Arvin steel distributor selected as case of study. This research is of survey type and for data collect, a questionnaire was developed from various sources in the literature, used. Sample of 107 customers of Arvin steel distributor in Tehran city was selected. Also, Structure Equation Modeling (SEM and Confirmatory Factor Analysis (CFA and two software package "SPSS and LISREL" are used for analyzing the data. in total, nine variable "managerial capability", "marketing capability", "relationship intensity", "logistics capability", "financial capability", "physical facilities", "market cover", "product line" and "reputation" of distributor identified as main determinant factors in distributor selecting. Study findings show that the effect of "managerial capability", "marketing capability", "Relationship intensity", "Logistics capability", "financial capability", "Physical facilities", "Market cover" and "reputation" on distributor choice were statistically significant.

  11. An empirical study to identify and rank CSFs in customer relationship management (CRM: A case study of oil products distribution

    Directory of Open Access Journals (Sweden)

    Seyed Mehdi Tofighi

    2011-10-01

    Full Text Available Customer relationship management (CRM is founded based on the value exchange between organization and customers and focuses merely on the value created in this connection. In this paper, the critical success factors are identified for a proper and effective implementation of CRM for an oil distribution company. The proposed survey of this paper identifies some important factors affecting the CRM implementation and determines the most important ones using a survey. The results indicate that there are twelve factors playing the most important roles on the success of CRM. There are CRM strategy, knowledge management in customer relationship, CRM technology, effective strategic committee, management of customer contact channels, customer information management, customer-oriented change management, training programs, strategic communication with staff, staff commitment, integration, and sectional implementation. We categorize the factors into two levels based on the level of their importance. The first level consists of the most important ones include only four items and the other eight items are categorized in level 2.

  12. An investigation on loyalty formation model in e-banking customers: A case study of banking industry

    Directory of Open Access Journals (Sweden)

    Mahmood Reza Esmaeili

    2013-03-01

    Full Text Available E-banking plays an important role on increasing customer satisfaction and helps industry grow faster. Most banks try to retain their customers by introducing more electronic services to facilitate banking transactions. Creating loyalty through providing better banking services is a new area of research. In fact, e-loyalty can be directly impacted by e-satisfaction, e-trust, and indirectly influenced by e-services, perceived value, reputation, and habit. Therefore, the present paper deals with designing and explanation of loyalty formation model in e-banking. The preliminary results indicate that “satisfaction” is the most influential component affecting customer loyalty formation with an 87% diagnose coefficient. In addition, trust formation in customers may impact loyalty in an electronic environment with a 70% diagnose coefficient. Moreover, the most important factors impacting customer satisfaction include “reputation” “perceived value,” “service quality,” and “habit” with relative effects coefficients of 44%, 32%, 29%, and 26%, respectively. Finally, “reputation,” “service quality,” “habit” and “perceived value” have been the most important factors influencing customer trust with influence coefficients of 37%, 32%, 31%, and 24%, respectively.

  13. Exploring effect of entrepreneurship and business orientations on innovation and customer value (Case Study: food industry of Mashhad city

    Directory of Open Access Journals (Sweden)

    Mostafa Kazemi

    2012-01-01

    Full Text Available Today, organizations must recognize and exploit entrepreneurial opportunities arising from environmental changes, not just for survive but also to ensure its growth. Hence, they need to maintain survival of competitive advantages over their competitors. There are few studies on the subject of competitive advantages such as innovation and customer value, particularly on examining the relationship between entrepreneurship and customer value. Therefore, the purpose of this study is to investigate the potential effects of entrepreneurial and business oriented (learning orientation, market orientation and human resource practices on innovation and customer value. The study population includes active companies in the food industry of the city of Mashhad based on Cochran's formula. As a sample, 83 senior managers of these companies have been selected randomly. The data has been collected using questionnaire and Structural Equation Modeling and partial least squares approaches have been utilized for data analysis using PLS software. Findings imply that entrepreneurship and human resource management are the most important drivers of innovation and customer value. Also, the findings suggest that market orientation can be integrated as a predictor of innovation and customer value. Therefore, successful implementation of these factors leads to promoting innovation and delivering superior value to customers.

  14. Exploring effect of entrepreneurship and business orientations on innovation and customer value (Case Study: food industry of Mashhad city

    Directory of Open Access Journals (Sweden)

    mostafa kazemi

    2012-09-01

    Full Text Available Today, organizations must recognize and exploit entrepreneurial opportunities arising from environmental changes, not just survive But also to ensure its growth. Hence, the need have to maintain the survival of competitive advantages over its competitors. These competitive advantages as innovation and customer value is that given that few studies have examined the relationship between entrepreneurship and customer value Therefore, in this study adopted a survey research strategy to investigate the potential effects of entrepreneurial and business oriented (learning orientation, market orientation and human resource practices has been on innovation and customer value. The study population consisted of active companies in the food industry of Mashhad city were based on Cochran's formula, for example, randomized study of 83 patients have been involved in research. The data obtained through questionnaires distributed and the structural equations and partial least squares method to help software PLS were analyzed. The results of data processing showed that entrepreneurship and human resource management are the most important drivers of innovation and customer value. Also the findings suggest that market orientation can be integrated as a predictor of innovation and customer value to be considered. Therefore, the rights to success implementing these factors promote innovation and deliver superior value to customers.

  15. Application of Knowledge Management in Customer Relationship Management Processes

    Directory of Open Access Journals (Sweden)

    Vahid Majazi Dalfard

    2012-06-01

    Full Text Available Customer relationship management processes can be considered as processes with knowledge increase that their performance is affected by providing knowledge of product, markets and customers. So, using knowledge management capabilities result in taking advantage through customer knowledge flow in the processes. This article addresses knowledge management applications in customer relationship management processes. Studies showed that in general organizations use customers knowledge in customer portfolio management, developing customer divisions, marketing communications and marketing promotion, product quality, creating a new product, defining commercial processes of customer services, supporting customer communication center and customer knowledge sales.

  16. Introducing a Comprehensive Model of Service Brand Equity and Customer Buying Behavior - The Case of ANSAR Bank

    Directory of Open Access Journals (Sweden)

    Mohammad Ali Shah Hosseini

    2011-01-01

    Full Text Available The aim of this article is to find the relationships between service brand equity and customer buying behavior of ANSAR bank. The service marketing mix is the starting point of the movement of organizations, which will form a perception on the customer’s mind. This perception shapes in the mind of the customer based on services marketing mix messages that will affect their next behaviors. For this purpose, a comprehensive model has been introduced to explain the trend from marketing mix to the next stages and finally to buying behavior. Some parameters have been selected from each aspect for further analysis using a questionnaire. 385 questionnaires have been distributed among 10 branches of ANSAR bank in Qazvin province. Cranach’s alpha has been used for approving data reliability. The findings confirm the trend of the comprehensive model. It has been concluded that word of mouth has a strong correlation with service marketing mix; this parameter also has a very strong correlation with buying behavior, while it has no influence on the perception and internal reaction of the customers. In addition, the internal reaction and perception of the customers have been found as major drivers for loyalty and long term buying behavior. The internal reaction is merely derived from customer's internal perception and has no direct influence on service brand equity.

  17. Introducing a Comprehensive Model of Service Brand Equity and Customer Buying Behavior - The Case of ANSAR Bank

    Directory of Open Access Journals (Sweden)

    mohammadali shahhoseini

    2011-12-01

    The aim of this article is to find the relationships between service brand equity and customer buying behavior of ANSAR bank. The service marketing mix is the starting point of the movement of organizations, which will form a perception on the customer’s mind. This perception shapes in the mind of the customer based on services marketing mix messages that will affect their next behaviors. For this purpose, a comprehensive model has been introduced to explain the trend from marketing mix to the next stages and finally to buying behavior. Some parameters have been selected from each aspect for further analysis using a questionnaire. 385 questionnaires have been distributed among 10 branches of ANSAR bank in Qazvin province. Cranach’s alpha has been used for approving data reliability. The findings confirm the trend of the comprehensive model. It has been concluded that word of mouth has a strong correlation with service marketing mix this parameter also has a very strong correlation with buying behavior, while it has no influence on the perception and internal reaction of the customers. In addition, the internal reaction and perception of the customers have been found as major drivers for loyalty and long term buying behavior. The internal reaction is merely derived from customer's internal perception and has no direct influence on service brand equity.

  18. Customer Loyalty and Customer Relationship Management

    Science.gov (United States)

    Zhang, Pengwei; Li, Min; Jiao, Xiaojing; Zhou, Ruijin

    The contemporary company attaches great importance to marketing relationship and customer relations is the core of this relationship. Further, customer satisfaction and loyalty is the core of the customer relationship management. Sometimes, high customer satisfaction causes low profit because enterprises do not realize that strengthening the loyalty of the aimed customer is the key of customer relationship management.

  19. An empirical investigation on factors influencing on customer loyalty: A case study of Shahrvand food chain in Tehran

    Directory of Open Access Journals (Sweden)

    Seyed Valiollah Tabatabaee Hanzaee

    2013-06-01

    Full Text Available In today's competitive business environment, consumers are exposed to make their choice from different alternatives. Customer loyalty has never been an easy task and many business owners may lose their customer as soon as new products appear on the market. This paper presents a study to find important factors influencing on sales force using factor analysis. The proposed study designed a questionnaire and distributed among 180 customers of a well-known food chain named Shahrvand in different regions in city of Tehran, Iran and managed to collect 156 filled ones. The questionnaire consists of 68 questions Cronbach alpha was calculated as 0.847, which is well above the minimum acceptable limit and validates the results. The results of our survey indicate that five major factors including multi-sensory brand experience, brand engagement, pleasing brand, brand communications and brand effectiveness influence brand loyalty, significantly.

  20. Analysis of Customer Satisfaction in Case of the Day Center for the Elderly, Cluj-Napoca City Hall

    Directory of Open Access Journals (Sweden)

    Diana Gabriela REIANU

    2014-02-01

    Full Text Available This paper focuses on the analysis of customer satisfaction, being a research whose main purpose was to make an evaluation of social services offered to elderly people. The motivation of this study was to provide data for the organization in order to understand and increase the impact of its social products and services on the beneficiaries, to emphasize ways that can improve the organization’s mechanisms, to help the organization make the services suitable for its beneficiaries, and to take decisions regarding funding, customer needs and program improvement. The study focuses on the strengths and weaknesses within the studied organization based on the results obtained through the analysis of customer satisfaction in relation to the behavior and responsibility of the staff, to the quality of the services and to the variety of the activities that take place within the organization. The conclusions point out ways in which the organization can improve its services, emphasizing future directions of this study.

  1. Challenges of Customer Retention in the Kenyan Banking Sector: A case Study of KCB Treasury Square Branch, Mombasa

    Directory of Open Access Journals (Sweden)

    Winfred Mbithi

    2013-04-01

    Full Text Available This study is about the analysis of the challenges of customer retention in the Kenyan banking sector. The main objective of the study is to analyze the challenges that affect customer retention and how to overcome them in the banking sector. To achieve this, 40 respondents were selected from the 40 employees of KCB Bank, Treasury Square branch in Mombasa County. These employees were from the following departments: Finance, Customer Service, Compliance, Sales and Marketing, Control and Strategic Management. Data was collected and administered using a structured questionnaire to the respondents. The researcher requested the respondents to fill the questionnaire as they are served. The study incorporated descriptive data analysis tools and the likert scale to determine the weight of the factors.

  2. Custom Rom

    OpenAIRE

    Salminen, Jami

    2015-01-01

    Työn tavoitteena on muokata toimiva ja nopea käyttöjärjestelmä Android pohjaiselle puhelimelle, jonka mallina on Samsung Galaxy S2. Isona ongelmana on toimivan recoveryn löytäminen, joka osaa asentaa Jelly Bean versiolla varustetun custom romin /2/. Useimmat recoveryt Samsung Galaxy S2:lle olivat Ice Cream Sandwich-versioita, jotka ei osanneet asentaa custom romia toimivasti. Custom Rom on käytännössä puhelimen käyttöjärjestelmä, jonka avulla puhelinta käytetään. Työn pohjana käytetään Samsu...

  3. Reviewing customer value literature: Comparing and contrasting customer values perspectives

    OpenAIRE

    Aija Paananen; Marko Seppänen

    2013-01-01

    Purpose: The paper provides a comprehensive and up-to-date literature review of customer value concepts and distinguishes complex customer value from the various perspectives. It structures the themes and dimensions between the various approaches along the customer value main lines in the literature. Design/methodology/approach: The paper reviews current literature and illustrates different types of value representations through a case example. Findings: Based on a comprehensive literature re...

  4. Students-as-Customers' Satisfaction, Predictive Retention with Marketing Implications: The Case of Malaysian Higher Education Business Students

    Science.gov (United States)

    Carter, Stephen; Yeo, Amy Chu-May

    2016-01-01

    Purpose: The purpose of this paper is to investigate two areas of interest: first, to determine business student customer satisfiers that could be contributors to students' current and predicted retention in a higher educational institution (HEI) and second, to use these satisfiers to inform HEI marketing planning. Design/Methodology/Approach: The…

  5. Towards Customer-Driven Management in Hospitality Education: A Case Study of the Higher Hotel Institute, Cyprus.

    Science.gov (United States)

    Varnavas, Andreas P.; Soteriou, Andreas C.

    2002-01-01

    Presents and discusses the approach used by the Higher Hotel Institute in Cyprus to incorporate total quality management through establishment of a customer-driven management culture in its hospitality education program. Discusses how it collects and uses service-quality related data from future employers, staff, and students in pursuing this…

  6. Studying the Effects of Customer Relationship Management on the Marketing Performance (Isfahan Saderat Bank as a case Study

    Directory of Open Access Journals (Sweden)

    Mahsa Namjoyan

    2013-09-01

    Full Text Available The purpose of the present study is to examine the effects of customer relationship management on the marketing performance. The statistical population of this study includes branches of Isfahan Saderat bank. In order to collect the data, a self-administrated questionnaire has been used. Validity of this questionnaire has been examined through Kendal coefficient. This value is 0.75 for this questionnaire that confirms its validity. Also Crocbachs’ Alpha Coefficient has been use to examine and confirm reliability of the questionnaire. This value is 0.82 for our questionnaire that confirm its reliability. In order to test the hypotheses and analyze the data, structural equation modeling has been used in Amos20. The results reveal that the customer relationship management influences marketing performance (path coefficient: 0.79, t-value: 3.83. Also the results show that concentration on the key accounts, technology-based customer relationship management, knowledge management, customer relationship management organization have significant positive effects on the marketing performance.

  7. The Customer Service Experience.

    Science.gov (United States)

    Bell, Chip R.

    2001-01-01

    Discusses ways to embed customer service learning and customer loyalty including making customers think, examining every aspect of customers' service encounters with staff, providing follow-up, making learning fun, and involving customers in your business. (JOW)

  8. Solution space assessment for mass customization

    DEFF Research Database (Denmark)

    Brunø, Thomas Ditlev; Nielsen, Kjeld; Jørgensen, Kaj Asbjørn

    2012-01-01

    In mass customization, the capability solution space development is essential to offer a variety of products which satisfies the idiosyncratic needs of the customers. We argue that there is a need for methods which can assess a company’s solution space and their capability to develop it. Through ...

  9. Making Product Customization Profitable

    DEFF Research Database (Denmark)

    Mortensen, Niels Henrik; Hvam, Lars; Haug, Anders;

    2010-01-01

    The main result presented in this paper is the Framework for Product Family Master Plan. This framework supports the identification of a product architecture for companies that customize products and services. The framework has five coherent aspects, the market, product assortment, supply-product...... it is shown that the potential EBIT (Earning Before Interests and Taxes) improvement of the case company is 10%....

  10. A Study Effects Architectural Marketing Capabilities on Performance Marketing unit Based on: Morgan et al case: Past Industry in Tehran

    OpenAIRE

    Mohammad Reza Dalvi; Robabe Seifi

    2014-01-01

    Over a period of time architectural marketing capabilities combination of knowledge and skills develop in to capabilities. These architectural marketing capabilities have been identified as one of the important ways firms can achieve a competitive advantage The following research tests effects architectural marketing capabilities on performance marketing unit Based on a survey .a structural equation model was developed to test our hypotheses. the study develops a structural model linking arch...

  11. I.T., Optimized energy systems and new customer services. The deregulated electricity market and the Ronneby case

    Energy Technology Data Exchange (ETDEWEB)

    Bergstroem, U.

    1999-03-01

    This thesis concerns the utilization of information technology to obtain optimized energy systems and the increasing dependence on IT applications within the power industry in general, and especially within electricity. Based on energy system optimizations, industrial simulations, interviews and literature surveys, the thesis concludes that information technology is a condition for optimized energy systems. Through large-scale load control, enabled by IT, the energy system cost for supplying a local energy system can be reduced considerably. Diurnal energy system optimizations further illustrate the increased utilization of load control, accentuated, when customers are exposed to the variations of the spot market price. Thereby, the increased need for load management on a deregulated market, where real time pricing is applied, is mirrored. However, given the boundary conditions of the deregulated electricity market, optimization of energy systems is no condition for competitiveness within electricity sales. This study also points out that, apart from industrial customers, other market actors, like electricity sales companies and local distributors, have few incentives to introduce load control. Distributors mainly lose money on power reducing measures, except for when there are distribution limitations. Neither do electricity sales companies make short-term earnings from large-scale load control. The combination with small economic savings for residential customers make the financing of large-scale load control problematic. Regarding electricity sales companies, increased IT utilization is observed to enable marketing and service offerings on the Internet, and IT-based value-added services (VAS). For pure communication services, the sales companies utilize IT to offer telephone services (analogue technique) and Internet access, the latter is sometimes performed on the electricity grid. Extended IT-systems for customer administration, customer service, and market

  12. Customer satisfaction

    DEFF Research Database (Denmark)

    Eskildsen, Jacob Kjær; Kristensen, Kai

    2007-01-01

    Introduction:  The popularity of the EPSI Rating framework has grown considerably over the last few years and more and more companies are using this sort of information in their strategic planning process. The primary result of interest for businesses is the level of the seven indices in the EPSI...... the effect of the transparency of products and services on customer satisfaction with respect to Danish mobile phone companies, banks and supermarkets from 2004 based on the authors' experiences from the various analyses conducted within the EPSI rating initiative....... & Westlund, 2003) as well as the structure of the framework (Eskildsen et al., 2004). We know however very little about how the structure of the individual markets with respect to, for instance, how the transparency of products and services affects customer satisfaction. The aim of this article is to analyze...

  13. The impact of employees' Motivation and Empowerment on Delivering Service Quality to Enhance Customer Satisfaction: Case Company X

    OpenAIRE

    Maria Amaanda, Nepwanga

    2011-01-01

    The main objective of this thesis is to assess the impact of employee motivation and empowerment on delivering quality service towards the enhancement of customer satisfaction for Company X of Namibia. The main purpose is to assist the management of Company X in finding the various measures that can be adopted to motivate and empower the employees. To analyse the current situation prevailing within the organization under review a qualitative research approach was used in this study. The r...

  14. Analysis of Factors Affecting the Adoption of Internet Banking. Case Study:Customers of Mellat Bank in Isfahan City

    OpenAIRE

    Saleh SALARI; Moslem SALAJEGHEH

    2011-01-01

    The growth in the use of the Internet as a distribution channel of products and services offered by various businesses has been phenomenal. One such application is Internet banking services. As more and more financial institutions are finding ways to utilize Internet technologies to launch Internet banking services, an important issue is to understand what factors will impact the decisions of customers in adopting the service. The aim of this study is to analysis the factors affecting the acc...

  15. Moderating Role of Brand Image With Relation to Internet Banking and Customer Loyalty: A Case of Branchless Banking

    OpenAIRE

    Samar Rahi

    2015-01-01

    Purpose: Internet is of vital essence to excel and progress of organization growth. It has revolutionized the banking sector all over the world. A spectacular innovation in banking sector is to introduce Internet banking services. The aim of this study is to inspect the moderating relationship of Brand image between internet banking and customer loyalty. Design/methodology/approach: This study is conducted using positivism paradigm and deductive quantitative methods of inquiry. Data was colle...

  16. An Investigation into the Effect of Internet Banking Service Quality on Customer Satisfaction (Case Study: Khorasan Razavi Saderat Bank)

    OpenAIRE

    PEZESHKIAN, Sadegh; SADEGHI, Tooraj

    2015-01-01

    Abstract. This study aimed to investigate the effect of internet banking service quality on customer satisfaction. The study population consisted of all users of internet banking services in Khorasan Razavi Saderat Bank. In the current study, three criteria of factor loading coefficients, Cronbach's alpha and composite reliability were used to ensure the reliability of the questionnaire and also convergent validity was applied to examine its validity. Also, to evaluate the relationship among ...

  17. French Customs

    CERN Multimedia

    GS Department

    2010-01-01

    Please note that the French Customs (initially located in Building 904, Prévessin) are now located in Ferney-Voltaire (FR): Mrs Catherine NEUVILLE Douane de Ferney-Voltaire Rue de Genève F – 01210 Ferney-Voltaire Phone : 33 4 50 40 51 42 Email : catherine.neuville@douane.finances.gouv.fr Tom Wegelius Tel: 79947 Logistics and Site Services

  18. Capability Paternalism

    NARCIS (Netherlands)

    Claassen, R.J.G.

    2014-01-01

    A capability approach prescribes paternalist government actions to the extent that it requires the promotion of specific functionings, instead of the corresponding capabilities. Capability theorists have argued that their theories do not have much of these paternalist implications, since promoting c

  19. Innovation management based on proactive engagement of customers: A case study on LEGO Group. Part I: Innovation Management at Lego Group

    Science.gov (United States)

    Rusu, G.; Avasilcăi, S.

    2015-11-01

    Customers' proactive engagement in the innovation process represents a business priority for companies which adopt the open innovation business model. In such a context, it is of outmost importance for companies to use the online environment and social media, in order to create an interactive and open dialogue with customers and other important external stakeholders, achieving to gather creative solutions and innovative ideas by involving them in the process of co-creating value. Thus, the current paper is based on a case study approach, which aims to highlight the open innovation business model of the LEGO Group, one of the most successful and active company in engaging customers in submitting ideas and creative solutions for developing new products and new technologies, through online platforms. The study then proceeds to analyze the innovation management at LEGO Group, emphasizing the most important elements regarding the management team, the success and failures, the evolution of the LEGO products focusing on the innovation efforts of the company, its mission, vision, and values, emphasizing the innovation terms which guide the actions and objectives of the LEGO Group. Also, the research based on the case study approach, outlines the most important policies and strategies of the company, the organizational structure consisting of flat structures which facilitate the orientation of the team management on the innovation process and the proactive involvement of consumers and other external stakeholders in product development, highlighting also the most important activities developed by the management team in exploring the new opportunities which may occur on the market, involving customers in sharing their ideas at festivals, participating to discussions of adult fans on web-based platforms and establishing partnerships with the external stakeholders in order to create value. Moreover, the paper is focused on identifying the company's concerns regarding the

  20. Cross System Data flow in b2b System Integration: A case study: customer to Nokia Siemens Networks Purchase Order Data Flow

    OpenAIRE

    Dhakal, Gaurav

    2011-01-01

    It is attempted in this thesis to shed light on the industry wide practice of b2b System Integration and the various issues arising out of it. There are many varieties of ERP system available in the market, and each company has chosen the system that they use, and the customization of the system based of meticulous study of their system re-quirements and feasibility. This thesis is a product development theses with a cross system data map of a Pur-chase Order arriving at the case company, ...

  1. The Effect Of Customer Demand And Supplier Performance In Competitive Strategy And Business Performance Case Of Fixed Broadband In Indonesia

    Directory of Open Access Journals (Sweden)

    Rina D. Pasaribu

    2015-08-01

    Full Text Available Broadband telecommunication is significantly important to support and improve countrys competitiveness level. However Indonesia performance especially in Fixed Broadband is poor as the penetration rate is very low and far behind from other ASEAN countries. The industry is served by multi operators with one dominant operator. This dominant operator will be studied representing the industry in this study. A qualitative study Pasaribu et al. 2015 related to this paper has found that poor fulfillment of Customer Demand and poor Supplier Performance are two dominant external factors that cause the low performance. A model is proposed to frame the work it consists of four variables Customer Demand Supplier Performance Competitive Strategy and Business Performance. This study aims is use that Pasaribu et al. model directly to business units level to identify and analyze the relationships within the model and significance level of each relationship accordingly. By understanding the priority levels the improvement program could be more effectively planned and implemented. This study is expected to contribute on Fixed Broadband research wich is still very rare especially in Indonesia The research methodology is quantitative methods using survey technique. The respondents are management and customers of the dominant operator business units. Clustering by province regions gave 32 samples from the population of 58 business units. Partial Least Square modelling was used to analise the datas. The main result of this study is that the most significant relationship in the model is Supplier Performance to Competitive Strategy. Furthermore from indicators of Supplier Performance it was found that Quality Relationship has a very high effect among other indicators. By prioritizing these significant constructs it could be expected the related improvement program could be more effective.

  2. Distributed energy resources in practice: A case study analysis and validation of LBNL's customer adoption model

    Energy Technology Data Exchange (ETDEWEB)

    Bailey, Owen; Creighton, Charles; Firestone, Ryan; Marnay, Chris; Stadler, Michael

    2003-02-01

    This report describes a Berkeley Lab effort to model the economics and operation of small-scale (<500 kW) on-site electricity generators based on real-world installations at several example customer sites. This work builds upon the previous development of the Distributed Energy Resource Customer Adoption Model (DER-CAM), a tool designed to find the optimal combination of installed equipment, and idealized operating schedule, that would minimize the site's energy bills, given performance and cost data on available DER technologies, utility tariffs, and site electrical and thermal loads over a historic test period, usually a recent year. This study offered the first opportunity to apply DER-CAM in a real-world setting and evaluate its modeling results. DER-CAM has three possible applications: first, it can be used to guide choices of equipment at specific sites, or provide general solutions for example sites and propose good choices for sites with similar circumstances; second, it can additionally provide the basis for the operations of installed on-site generation; and third, it can be used to assess the market potential of technologies by anticipating which kinds of customers might find various technologies attractive. A list of approximately 90 DER candidate sites was compiled and each site's DER characteristics and their willingness to volunteer information was assessed, producing detailed information on about 15 sites of which five sites were analyzed in depth. The five sites were not intended to provide a random sample, rather they were chosen to provide some diversity of business activity, geography, and technology. More importantly, they were chosen in the hope of finding examples of true business decisions made based on somewhat sophisticated analyses, and pilot or demonstration projects were avoided. Information on the benefits and pitfalls of implementing a DER system was also presented from an additional ten sites including agriculture

  3. A Customer Relationship Management System to Target Customers at Cisco

    OpenAIRE

    Rahul Bhaskar

    2004-01-01

    This case describes the implementation of an Internet empowered Customer Relationship Management (CRM) at Cisco Systems Inc. After describing the organizational background of Cisco, the case takes the student into the issues that the executives faced after the market crash in 2001. John Chambers, Cisco CEO, and his team decided to strengthen Cisco’s relationship with the customers so that the company could emerge stronger when the markets recovered. Questions are raised as to the implementa...

  4. Investigation of model capability in capturing vertical hydrodynamic coastal processes: a case study in the North Adriatic Sea

    Directory of Open Access Journals (Sweden)

    W. J. McKiver

    2015-08-01

    Full Text Available In this work we consider a numerical study of hydrodynamics in the coastal zone using two different models, SHYFEM and MITgcm, to assess their capability to capture the main processes. We focus on the North Adriatic Sea during a strong dense water event that occurred at the beginning of 2012. This serves as an interesting test case to examine both the models strengths and weaknesses, while giving an opportunity to understand how these events affect coastal processes, like upwelling and downwelling, and how they interact with estuarine dynamics. Using the models we examine the impact of setup, surface and lateral boundary treatment, resolution and mixing schemes, as well as assessing the importance of nonhydrostatic dynamics in coastal processes. Both models are able to capture the dense water event, though each displays biases in different regions. The models show large differences in the reproduction of surface patterns, identifying the choice of suitable bulk formulas as a central point for the correct simulation of the thermohaline structure of the coastal zone. Moreover, the different approaches in treating lateral freshwater sources affect the vertical coastal stratification. The results indicate the importance of having high horizontal resolution in the coastal zone, specifically in close proximity to river inputs, in order to reproduce the effect of the complex coastal morphology on the hydrodynamics. A lower resolution offshore is acceptable for the reproduction of the dense water event, even if specific vortical structures are missed. Finally, it is found that nonhydrostatic processes are of little importance for the reproduction of dense water formation in the shelf of the North Adriatic Sea.

  5. A JOINT VENTURE MODEL FOR ASSESSMENT OF PARTNER CAPABILITIES: THE CASE OF ESKOM ENTERPRISES AND THE AFRICAN POWER SECTOR

    Directory of Open Access Journals (Sweden)

    Y.V. Soni

    2012-01-01

    Full Text Available

    ENGLISH ABSTRACT: This article investigates the concept of joint ventures in the international energy sector and develops a joint venture model, as a business development and assessment tool. The joint venture model presents a systematic method that relies on modern business intelligence to assess a potential business venture by using a balanced score card technique to screen potential partners, based on their technological and financial core capabilities. The model can be used by business development managers to harness the potential of joint ventures to create economic growth and sustainable business expansion. Furthermore, partnerships with local companies can help to mitigate econo-political risk, and facilitate buy-in from the national governments that are normally the primary stakeholders in the energy sector ventures (directly or indirectly. The particular case of Eskom Enterprises (Pty Ltd, a wholly owned subsidiary of Eskom, is highlighted.

    AFRIKAANSE OPSOMMING: Hierdie artikel ondersoek die begrip gesamentlike onderneming in die internasionale energiesektor en ontwikkel 'n gesamentlike-onderneming-model as 'n sake-ontwikkeling- en takseermodel. Die gesamentlike-onderneming-model bied 'n stelselmatige metode wat op moderne sake-intelligensie staat maak om 'n potensiële sake-onderneming op grond van die tegnologiese en finansiële kernvermoëns daarvan te takseer deur 'n gebalanseerdepuntekaart-tegniek te gebruik. Die model kan deur sake-ontwikkelingsbestuurders gebruik word om die potensiaal van gesamentlike ondernemings in te span om ekonomiese groei en volhoubare sake-uitbreiding daar te stel. Verder kan venootskappe met plaaslike maatskappye help om die ekonomiese risiko te verminder en inkoop te vergemaklik van die nasionale regerings wat gewoonlik die primêre belanghebbendes in die energiesektorondernemings is (hetsy regstreeks of onregstreeks. Die besondere geval van Eskom Enterprises (Edms Bpk, 'n vol filiaal van Eskom

  6. Investigation of model capability in capturing vertical hydrodynamic coastal processes: a case study in the north Adriatic Sea

    Science.gov (United States)

    McKiver, W. J.; Sannino, G.; Braga, F.; Bellafiore, D.

    2016-01-01

    In this work we consider a numerical study of hydrodynamics in the coastal zone using two different models, SHYFEM (shallow water hydrodynamic finite element model) and MITgcm (Massachusetts Institute of Technology general circulation model), to assess their capability to capture the main processes. We focus on the north Adriatic Sea during a strong dense water event that occurred at the beginning of 2012. This serves as an interesting test case to examine both the models strengths and weaknesses, while giving an opportunity to understand how these events affect coastal processes, like upwelling and downwelling, and how they interact with estuarine dynamics. Using the models we examine the impact of setup, surface and lateral boundary treatment, resolution and mixing schemes, as well as assessing the importance of nonhydrostatic dynamics in coastal processes. Both models are able to capture the dense water event, though each displays biases in different regions. The models show large differences in the reproduction of surface patterns, identifying the choice of suitable bulk formulas as a central point for the correct simulation of the thermohaline structure of the coastal zone. Moreover, the different approaches in treating lateral freshwater sources affect the vertical coastal stratification. The results indicate the importance of having high horizontal resolution in the coastal zone, specifically in close proximity to river inputs, in order to reproduce the effect of the complex coastal morphology on the hydrodynamics. A lower resolution offshore is acceptable for the reproduction of the dense water event, even if specific vortical structures are missed. Finally, it is found that nonhydrostatic processes are of little importance for the reproduction of dense water formation in the shelf of the north Adriatic Sea.

  7. A Determination Method of Optimal Customization Degree of Logistics Service Supply Chain with Mass Customization Service

    Directory of Open Access Journals (Sweden)

    Weihua Liu

    2014-01-01

    Full Text Available Customization degree is a very important field of mass customization. Its improvement could enhance customer satisfaction and further increase customer demand while correspondingly it will increase service price and decrease customer satisfaction and demand. Therefore this paper discusses how to deal with such issues in logistics service supply chain (LSSC with a logistics service integrator (LSI and a customer. With the establishment of customer demand function for logistics services and profit functions of the LSI and the customer, three different decision modes are proposed (i.e., customization degree dominated by LSI, customization degree dominated by customer, and customization degree decided by concentrated supply chain; many interesting findings are achieved. Firstly, to achieve customization cooperation between LSI and customer, measures should be taken to make the unit increase cost of the customized logistics services lower than a certain value. Secondly, there are differences between the optimal customization degree dominated by LSI and that dominated by customer. And in both cases, the dominator could realize more profit than the follower. Thirdly, with the profit secondary distribution strategy, the modified decentralized decision mode could accomplish the maximum profit achieved in centralized decision mode and meanwhile get the optimal customization degree.

  8. Capability ethics

    NARCIS (Netherlands)

    I.A.M. Robeyns (Ingrid)

    2012-01-01

    textabstractThe capability approach is one of the most recent additions to the landscape of normative theories in ethics and political philosophy. Yet in its present stage of development, the capability approach is not a full-blown normative theory, in contrast to utilitarianism, deontological theor

  9. Relationship marketing and customer loyalty:a customer service approach in nigerian companies. in nigerian companies

    OpenAIRE

    Olumoko,Tajudeen .A.; Idris,Adekunle.A.; Udegbe,Scholastica

    2010-01-01

    This paper examines relationship marketing and customer loyalty from the approach of customer service-using some selected companies in Nigeria as a case study. The study clarifies the role of relationship marketing in customer services toward the achievement of customer loyalty via customer services among a sample of some selected companies in Nigeria. The study is a survey which uses a literature based research instrument [questionnaire] to measure the application of relationship marketing i...

  10. Solar energised transport solution and customer preferences and opinions about alternative fuel Vehicles – the case of slovenia

    Directory of Open Access Journals (Sweden)

    Matjaž KNEZ

    2015-09-01

    Full Text Available Authorities in Slovenia and other EU member states are confronted with problems of city transportation. Fossil-fuel based transport poses two chief problems – local and global pollution, and dwindling supplies and ever increasing costs. An elegant solution is to gradually replace the present automobile fleet with low emission vehicles. This article first explores the economics and practical viability of the provision of solar electricity for the charging of electric vehicles by installation of economical available PV modules and secondly the customer preferences and opinions about alternative low emission vehicles. Present estimates indicate that for the prevailing solar climate of Celje – a medium-sized Slovenian town – the cost would be only 2.11€ cents/kWh of generated solar electricity. Other results have also revealed that the most relevant factor for purchasing low emission vehicle is total vehicle price.

  11. The study of the effects of strategic orientations and marketing capabilities on marketing unit performance (Case study: Petrochemical Industry)

    OpenAIRE

    Mohammad Reza Dalvi; Fariddeddin Allameh Haery; Jalal Sharifi

    2014-01-01

    The present investigation, titled as “A Study of the Effects of Strategic Orientations and Marketing Capabilities on the Performance of the Marketing Division”tries to examine a model which links the strategic orientations with the organization’s marketing performance through the mediating role of the marketing capabilities. This is a field survey-descriptive study which has used the library resources to collect the required theoretical data. The population includes all the managers and senio...

  12. A methodological approach for conducting a business case analysis of the Global Observer Joint Capability Technology Demonstration (JCTD)

    OpenAIRE

    Thiow Yong Dennis, Lim

    2007-01-01

    The Global Observer is a Joint Capability Technology Demonstration (JCTD) initiative that is being managed by the United States Special Operations Command (US SOCOM). The JCTD Program seeks to accelerate the development and operational evaluation of mature advanced technologies to rapidly transition the new capability to military operations. The Global Observer is a liquid-hydrogen powered unmanned aircraft system that has been designed for deployment as a stratospheric satellite. It wi...

  13. IMPROVE MACHINING PROCESS CAPABILITY BY USING SIX-SIGMA

    OpenAIRE

    Sanjit Ray; Prasun Das

    2011-01-01

    Abstract: Six-Sigma is an improvement strategy for achieving customer satisfaction by reducing variation and thus producing products and services better, faster and cheaper. This study presents a Six-Sigma project of an automotive plant illustrating how the DMAIC methodology and statistical techniques were applied to resolve the issue of manufacturing process capability. This project has substantially benefit ted the organization by reducing the variation of bore size of crank case, achieving...

  14. Capabilities of the bathymetric Hawk Eye LiDAR for coastal habitat mapping: A case study within a Basque estuary

    Science.gov (United States)

    Chust, Guillem; Grande, Maitane; Galparsoro, Ibon; Uriarte, Adolfo; Borja, Ángel

    2010-10-01

    The bathymetric LiDAR system is an airborne laser that detects sea bottom at high vertical and horizontal resolutions in shallow coastal waters. This study assesses the capabilities of the airborne bathymetric LiDAR sensor (Hawk Eye system) for coastal habitat mapping in the Oka estuary (within the Biosphere Reserve of Urdaibai, SE Bay of Biscay, northern Spain), where water conditions are moderately turbid. Three specific objectives were addressed: 1) to assess the data quality of the Hawk Eye LiDAR, both for terrestrial and subtidal zones, in terms of height measurement density, coverage, and vertical accuracy; 2) to compare bathymetric LiDAR with a ship-borne multibeam echosounder (MBES) for different bottom types and depth ranges; and 3) to test the discrimination potential of LiDAR height and reflectance information, together with multi-spectral imagery (three visible and near infrared bands), for the classification of 22 salt marsh and rocky shore habitats, covering supralittoral, intertidal and subtidal zones. The bathymetric LiDAR Hawk Eye data enabled the generation of a digital elevation model (DEM) of the Oka estuary, at 2 m of horizontal spatial resolution in the terrestrial zone (with a vertical accuracy of 0.15 m) and at 4 m within the subtidal, extending a water depth of 21 m. Data gaps occurred in 14.4% of the area surveyed with the LiDAR (13.69 km 2). Comparison of the LiDAR system and the MBES showed no significant mean difference in depth. However, the Root Mean Square error of the former was high (0.84 m), especially concentrated upon rocky (0.55-1.77 m) rather than in sediment bottoms (0.38-0.62 m). The potential of LiDAR topographic variables and reflectance alone for discriminating 15 intertidal and submerged habitats was low (with overall classification accuracy between 52.4 and 65.4%). In particular, reflectance retrieved for this case study has been found to be not particularly useful for classification purposes. The combination of the Li

  15. Custom-made fashion : Customized fashion collection

    OpenAIRE

    Kusnezov, Xenia

    2012-01-01

    The purpose of this thesis was to study the theme of customization and mass customization with the goal of creating a fashion collection in consideration of the customer’s demands. The idea was to understand the methods and function of customization in the fashion industry and to use the outcome to design and manufacture clothing garments with customer integration. Design and development of the collection was focused on the idea to give the potential customer the opportunity to modify and co-...

  16. Modeling customer loyalty using customer lifetime value.

    OpenAIRE

    Glady, N; Baesens, Bart; Croux, Christophe

    2006-01-01

    The definition and modeling of customer loyalty have been central issues in customer relationship management since many years. Recent papers propose solutions to detect customers that are becoming less loyal, also called churners. The churner status is then defined as a function of the volume of commercial transactions. In the context of a Belgian retail financial service company, our first contribution will be to redefine the notion of customer's loyalty by considering it from a customer-cen...

  17. 商业银行客户关系管理的启示--基于一个案例的分析%Revelation on Customer Relationship Management in Commercial Bank:Based on the Analysis of a Case

    Institute of Scientific and Technical Information of China (English)

    王宁; 胡丹丹

    2014-01-01

    以客户为中心是商业银行开展客户关系管理工作的核心。本文通过对分析行业案例,为今后商业银行的客户关系维护提供了良好借鉴。%Customer-centric is the core of the commercial banks to carry out the customer relationship management work. This paper analyzes the cases to put forward the good reference to maintain the relationship of the commercial banks and customers.

  18. Gossiping Capabilities

    DEFF Research Database (Denmark)

    Mogensen, Martin; Frey, Davide; Guerraoui, Rachid;

    declare a high capability in order to augment their perceived quality without contributing accordingly. We evaluate HEAP in the context of a video streaming application on a 236 PlanetLab nodes testbed. Our results shows that HEAP improves the quality of the streaming by 25% over a standard gossip......Gossip-based protocols are now acknowledged as a sound basis to implement collaborative high-bandwidth content dissemination: content location is disseminated through gossip, the actual contents being subsequently pulled. In this paper, we present HEAP, HEterogeneity Aware gossip Protocol, where...... nodes dynamically adjust their contribution to gossip dissemination according to their capabilities. Using a continuous, itself gossip-based, approximation of relative capabilities, HEAP dynamically leverages the most capable nodes by (a) increasing their fanouts (while decreasing by the same proportion...

  19. Customer relationship reactivation in the telecommunications sector

    OpenAIRE

    Lopes, Luísa; Brito, Carlos; Alves, Helena

    2013-01-01

    Overall there has been a scarce focus on why customers come back after the relationship ended, when customer regain and win-back are an important part of a customer relationship management strategy. Determinants of customer relationship reactivation are addressed. A theoretical framework is proposed based on ending literature and equity theory. A case study, of a telecommunications company delivering a mix of goods and services, is described in order to illustrate the value of the framework. ...

  20. Evaluation of agricultural ecological environment in determining the capable areas: A case study of city of Esfahan, Iran

    Directory of Open Access Journals (Sweden)

    Sedigheh Kiani Salmi

    2013-02-01

    Full Text Available The nature of different activities in production, agriculture as well as distribution and consumption section, called as expansionist activities, largely influence the ability of the land. Production of consumable material, which is required for increasing population in various areas, and their attractions make it possible to earn more profit and it causes a significant pressure on soil and water resources and can threaten environmental pollution and human food security. A self-interested attitude on land resources has led to run short-term programs without considering the ecological capability of the land. These mentioned problems are, significantly intensified particularly in arid and semi-arid areas with severe limitations of water and soil quality and quantity. Therefore, land allocation based on ecological capability and self-purification indexes, used for land use planning, is an appropriate response to meet the deficiencies noted. This paper studies the agricultural capable lands based on land capability. The proposed study uses GIS software capabilities with application of the environmental ability evaluation model, as a holistic approach, to make sustainable development research in the region. The results indicate that suitable lands for agriculture in the whole area in different classes are widespread and with regards to dependency of more than 90 percent of people to agricultural activities, serious attention of authorities is required for providing the appropriate baseline and avoiding land use change to develop this activity.

  1. Are loyal customers profitable? : customer satisfaction, customer loyalty and customer profitability at the individual level

    OpenAIRE

    Helgesen, Øyvind

    2000-01-01

    Customer satisfaction is supposed to be positively related to profitability. This conception may be called “the paradigm of customer satisfaction”. Nevertheless, only a few studies have examined this fundamental relationship. Thus, evidence for this “much talked about relationship” is questioned. In this working paper the focus is on the individual customer with respect to the relationships between customer satisfaction, customer loyalty and customer profitability at the customer level. The f...

  2. Enhancing Customer Centricity in an IT Services Company : Developing an Operating Model to Manage Customer Feedback

    OpenAIRE

    Saarto, Paula

    2016-01-01

    The objective of this Thesis is to provide a systematic approach to enhance the case company’s customer centricity by developing an operating model to manage customer feedback. The case company provides IT outsourcing services to its customers in the business-to-business market. Nowadays the customers are more demanding and knowledgeable about the services they use and in the Internet era especially the negative experiences tend to spread rapidly. The competition is constantly increasing, and...

  3. Evolution of a Unique Systems Engineering Capability

    Energy Technology Data Exchange (ETDEWEB)

    Robert M. Caliva; James A. Murphy; Kyle B. Oswald

    2011-06-01

    The Idaho National Laboratory (INL) is a science-based, applied engineering laboratory dedicated to supporting U.S. Department of Energy missions in nuclear and energy research, science, and national security. The INL’s Systems Engineering organization supports all of the various programs under this wide array of missions. As with any multifaceted organization, strategic planning is essential to establishing a consistent culture and a value discipline throughout all levels of the enterprise. While an organization can pursue operational excellence, product leadership or customer intimacy, it is extremely difficult to excel or achieve best-in-class at all three. In fact, trying to do so has resulted in the demise of a number of organizations given the very intricate balancing act that is necessary. The INL’s Systems Engineering Department has chosen to focus on customer intimacy where the customer’s needs are first and foremost and a more total solution is the goal. Frequently a total solution requires the employment of specialized tools to manage system complexity. However, it is only after understanding customer needs that tool selection and use would be pursued. This results in using both commercial-off-the-shelf (COTS) tools and, in some cases, requires internal development of specialized tools. This paper describes how a unique systems engineering capability, through the development of customized tools, evolved as a result of this customer-focused culture. It also addresses the need for a common information model or analysis framework and presents an overview of the tools developed to manage and display relationships between entities, support trade studies through the application of utility theory, and facilitate the development of a technology roadmap to manage system risk and uncertainty.

  4. Custom controls

    Science.gov (United States)

    Butell, Bart

    1996-02-01

    Microsoft's Visual Basic (VB) and Borland's Delphi provide an extremely robust programming environment for delivering multimedia solutions for interactive kiosks, games and titles. Their object oriented use of standard and custom controls enable a user to build extremely powerful applications. A multipurpose, database enabled programming environment that can provide an event driven interface functions as a multimedia kernel. This kernel can provide a variety of authoring solutions (e.g. a timeline based model similar to Macromedia Director or a node authoring model similar to Icon Author). At the heart of the kernel is a set of low level multimedia components providing object oriented interfaces for graphics, audio, video and imaging. Data preparation tools (e.g., layout, palette and Sprite Editors) could be built to manage the media database. The flexible interface for VB allows the construction of an infinite number of user models. The proliferation of these models within a popular, easy to use environment will allow the vast developer segment of 'producer' types to bring their ideas to the market. This is the key to building exciting, content rich multimedia solutions. Microsoft's VB and Borland's Delphi environments combined with multimedia components enable these possibilities.

  5. Capitalizing on capabilities.

    Science.gov (United States)

    Ulrich, Dave; Smallwood, Norm

    2004-06-01

    By making the most of organizational capabilities--employees' collective skills and fields of expertise--you can dramatically improve your company's market value. Although there is no magic list of proficiencies that every organization needs in order to succeed, the authors identify 11 intangible assets that well-managed companies tend to have: talent, speed, shared mind-set and coherent brand identity, accountability, collaboration, learning, leadership, customer connectivity, strategic unity, innovation, and efficiency. Such companies typically excel in only three of these capabilities while maintaining industry parity in the other areas. Organizations that fall below the norm in any of the 11 are likely candidates for dysfunction and competitive disadvantage. So you can determine how your company fares in these categories (or others, if the generic list doesn't suit your needs), the authors explain how to conduct a "capabilities audit," describing in particular the experiences and findings of two companies that recently performed such audits. In addition to highlighting which intangible assets are most important given the organization's history and strategy, this exercise will gauge how well your company delivers on its capabilities and will guide you in developing an action plan for improvement. A capabilities audit can work for an entire organization, a business unit, or a region--indeed, for any part of a company that has a strategy to generate financial or customer-related results. It enables executives to assess overall company strengths and weaknesses, senior leaders to define strategy, midlevel managers to execute strategy, and frontline leaders to achieve tactical results. In short, it helps turn intangible assets into concrete strengths. PMID:15202293

  6. Stimulating environmental management capability deployment: towards a differentiated environmental policy. The case of the Dutch food and drink industry

    NARCIS (Netherlands)

    Haverkamp, D.J.; Bremmers, H.J.; Omta, S.W.F.

    2009-01-01

    This paper investigates the influence of the institutional and network context on the adoption of environmental management capabilities. The aim is to gain insight into the managerial drivers for environmental pro-activeness and learn lessons for environmental policy renewal. A longitudinal empirica

  7. Consumer psychographic surveys as part of the decision-making in customer relationship management in omni-channel retail environments -Case Tokmanni

    OpenAIRE

    Laurila, Louna

    2016-01-01

    The theoretical understanding of online shopping behavior and customer relationship management have received much attention among researchers. Less focus has been given to understanding how the information on online shopping behavior combined with customer psychographic attributes can be used when developing online stores as part of the customer relationship management strategy in omni-channel retail environment. This study develops and empirically tests a customer survey, with the aim of to ...

  8. From connection to customer

    International Nuclear Information System (INIS)

    Energy companies can no longer be certain that a customer today will remain a customer tomorrow. They have to work hard to achieve that. They are going from thinking in terms of connections to pampering their customers. Good Customer Relationship Management is a way to achieve a competitive advantage. The whole organisation has to adapt, particularly the customer orientation of employees

  9. Talking about Customer Service.

    Science.gov (United States)

    Talley, Mary; Axelroth, Joan

    2001-01-01

    Discusses customer service in information centers and how to define it. Topics include the effects of competition, that give customers more choices; defining customers, and defining services; communications; physical environment; change, in customers and in technology; measuring customer service; and evaluating policies and procedures. (LRW)

  10. Mass Customization Services

    DEFF Research Database (Denmark)

    Friedrich, Gerhard

    Topics of the IMCM’08 & PETO’08 and this book are: Mass customization in service, mass customizing financial services, mass customization in supply networks, implementation issues in logistics, product life cycle and mass customization. The research field of mass customization is more than 15 years...

  11. DESIGN ATTRIBUTES OPTIMIZATION MODEL FOR CUSTOMIZED PRODUCT AND ITS APPLICATION

    Institute of Scientific and Technical Information of China (English)

    Cao Le; Liu Fei; Lei Qi

    2005-01-01

    By formulating the design of customized product as a multi-objective optimization problem,a method for designing customized product according to the relative importance of customer needs is proposed. This method searches for the optimal design that maximizes customer satisfaction by establishing mapping from design attributes to the degree of customer satisfaction on each customer need.A window product is taken as an example for case study. The result indicates that this method is feasible.

  12. Research on the Service Capability of Budget Hotel and Customer Satisfaction%经济型酒店服务能力与顾客满意度的研究

    Institute of Scientific and Technical Information of China (English)

    翟运涛

    2014-01-01

    Along with the deepening of the reform and opening up, China's economy has started a new round of development. Facing the influence of market on economic development, budget hotels emerge in endlessly to meet the public demand. Sino-foreign joint venture hotel is also in constant expansion in China market. In the face of so much pressure, good service is the choice of budget hotel to meet customers' requirement. Good service can bring advantage for budget hotel in the market competition and customer satisfaction can also reduce the operating costs of the hotel. To improve the service ability of budget hotel can promote the development of hotel industry, promote the development of the third industry of China, and push the national economy to a new level.%随着改革开放的不断深入,我国经济开始了新一轮的发展,面对市场对经济发展的影响,以满足大众消费需求为目标的经济型酒店如雨后春笋般层出不穷,中国市场中外合资酒店也在不断地扩张,面对如此大的发展压力,经济型酒店该如何满足顾客的需求,这就需要有优秀的服务,较高的服务能力可以使经济型酒店在市场竞争中占有一丝优势。酒店经营效益的好或坏完全取决于酒店的服务质量,不仅如此,顾客的满意度还可以大大降低酒店的运营成本,提高经济型酒店的服务能力将有利于酒店业的发展,推动我国的第三产业发展,使国民经济在上新台阶。

  13. 经济型酒店服务能力与顾客满意度的研究%Research on the Service Capability of Budget Hotel and Customer Satisfaction

    Institute of Scientific and Technical Information of China (English)

    翟运涛

    2014-01-01

    随着改革开放的不断深入,我国经济开始了新一轮的发展,面对市场对经济发展的影响,以满足大众消费需求为目标的经济型酒店如雨后春笋般层出不穷,中国市场中外合资酒店也在不断地扩张,面对如此大的发展压力,经济型酒店该如何满足顾客的需求,这就需要有优秀的服务,较高的服务能力可以使经济型酒店在市场竞争中占有一丝优势。酒店经营效益的好或坏完全取决于酒店的服务质量,不仅如此,顾客的满意度还可以大大降低酒店的运营成本,提高经济型酒店的服务能力将有利于酒店业的发展,推动我国的第三产业发展,使国民经济在上新台阶。%Along with the deepening of the reform and opening up, China's economy has started a new round of development. Facing the influence of market on economic development, budget hotels emerge in endlessly to meet the public demand. Sino-foreign joint venture hotel is also in constant expansion in China market. In the face of so much pressure, good service is the choice of budget hotel to meet customers' requirement. Good service can bring advantage for budget hotel in the market competition and customer satisfaction can also reduce the operating costs of the hotel. To improve the service ability of budget hotel can promote the development of hotel industry, promote the development of the third industry of China, and push the national economy to a new level.

  14. Customer interest in greeting cards

    OpenAIRE

    Nguyen, Thy

    2015-01-01

    The purpose of this thesis project is to research the consumer interest in greeting cards in Espoo, Finland. Therefore, this thesis can give elaborate information about customer preferences in greeting cards’ features in Espoo for the case company, Active Paper, an enterprise focused on the development of bioactive paper based product. Moreover, the main objective of this thesis is to figure out the customer interest in greeting card in Espoo to provide information about consumer behavior not...

  15. Capability approach

    DEFF Research Database (Denmark)

    Jensen, Niels Rosendal; Kjeldsen, Christian Christrup

    Lærebogen er den første samlede danske præsentation af den af Amartya Sen og Martha Nussbaum udviklede Capability Approach. Bogen indeholder en præsentation og diskussion af Sen og Nussbaums teoretiske platform. I bogen indgår eksempler fra såvel uddannelse/uddannelsespolitik, pædagogik og omsorg....

  16. Creating customer loyalty through service customization

    NARCIS (Netherlands)

    Coelho, Pedro S.; Henseler, Jörg

    2012-01-01

    Purpose – Although practitioners and scholars alike embrace service customization as a possibly powerful management instrument, its impact on customer relationships as well as contingencies for its effective application are not well understood. Drawing from relationship marketing and exchange theory

  17. Learning and technological capability building in emerging economies: The case of the biomass power equipment industry in Malaysia

    DEFF Research Database (Denmark)

    Hansen, Ulrich Elmer; Ockwell, David

    2014-01-01

    There is increasing recognition that the transfer of foreign technology to developing countries should be considered in light of broader processes of learning, technological capability, formation and industrial development. Previous studies that have looked at this in the context of cleantech...... industries in emerging economies tend to overlook firm-level specifics. This paper contributes to filling this gap by utilising in-depth qualitative firm-level data to analyse the extent to which the use of different learning mechanisms can explain differences in the accumulation of technological...... capabilities. This is explored via an examination of eight firms in the biomass power equipment industry in Malaysia during the period 1970–2011. The paper finds that firms relying on a combination of learning from foreign technology partners and internal learning by planned experimentation make most progress...

  18. nvestigating the Effective Factors on Organizational Effectiveness and Marketing Capabilities Growth (Case Study: Food Distribution Subsidiaries of Isfahan)

    OpenAIRE

    Ali Shaemi; Sepideh Fazel

    2014-01-01

    This study entitled "Investigating the effective factors on organizational effectiveness marketing capabilities growth investigates the effective factors on Viewpoint on managers and experts of food distribution subsidiaries of Isfahan In relation to the potential impact on the effectiveness of marketing. In this study there is two main hypothesis and there are ten lateral hypotheses. This study is an applied research regarding the purpose and is a survey based study with the correlation appr...

  19. Backward FDI linkages as a channel for transferring technology and building innovation capability: The case of Slovenia

    OpenAIRE

    Rojec, Matija; Bučar, Maja; Stare, Metka

    2009-01-01

    Backward linkages of foreign subsidiaries with their local suppliers prove to be one of the main channels of knowledge spillovers via foreign direct investment. This paper analyses the potential of backward linkages of foreign subsidiaries in Slovenia for the transfer of technology and for the innovation capability-building of their local suppliers. Based on a survey of foreign subsidiaries in Slovenia, we aim to investigate the mechanisms of knowledge spillovers via linkages of foreign subsi...

  20. Learning and technological capability building in emerging economies: the case of the biomass power equipment industry in Malaysia

    OpenAIRE

    Hansen, Ulrich Elmer; Ockwell, David

    2014-01-01

    There is increasing recognition that the transfer of foreign technology to developing countries should be considered in light of broader processes of learning, technological capability, formation and industrial development. Previous studies that have looked at this in the context of cleantech industries in emerging economies tend to overlook firm-level specifics. This paper contributes to filling this gap by utilising in-depth qualitative firm-level data to analyse the extent to which the use...

  1. Enviromental Dynamics Analysis and Dynamic Capabilities of Enterprises Competitiveness; Case Study of the Manufacturing Industry in South Sulawesi, Indonesia

    OpenAIRE

    Mangngenre, Saiful; bahri, syamsul

    2014-01-01

    This study aims to examine the influence of environmental dynamics and dynamic capabilities to the competitiveness of enterprises through competitive strategy and operational strategy. The study was conducted in the manufacturing industry in South Sulawesi, the respondent was the director or manager of a company that is believed to understand the company's strategy formulation and implementation. Samples were taken 151 of 275 manufacturing companies in South Sulawesi, data collected directly ...

  2. Social Customer Relationship Management : Maximizing Customer Relationships

    OpenAIRE

    Leino, Jarkko

    2016-01-01

    The Internet and digitalization have changed the buying behaviour of customers and challenged businesses to create new ways to bring value to their customers. Old ways of mass mailing, pushy advertisements and cold calls are vanishing from the scene as they are only disturbing the customers and adding bringing value. The modern customer is intelligent and demanding individual who is making the decisions using lots of information and seeking experiences to fulfil their expectations. Sales ...

  3. Creating an Effective Customer Value Proposition Process

    OpenAIRE

    Talola, Jalmari

    2016-01-01

    The objective of the present study was to establish a Customer Value Proposition building process for the case company and to focus the company’s sales and marketing operations through building a Customer Value Proposition to the company’s most potential customers in selected new markets using the established concept. The case company operates in the IT industry and its market territory is limited to Finland. After numerous rather steady years, the owners have set very high targets for growth...

  4. Customer Data Management

    OpenAIRE

    Sehat, Mahdis; PAVEZ FLORES, RENÉ

    2012-01-01

    Abstract As the business complexity, number of customers continues to grow and customers evolve into multinational organisations that operate across borders, many companies are faced with great challenges in the way they manage their customer data. In today’s business, a single customer may have a relationship with several entities of an organisation, which means that the customer data is collected through different channels. One customer may be described in different ways by each entity, whi...

  5. Customer-centered brand management.

    Science.gov (United States)

    Rust, Roland T; Zeithaml, Valarie A; Lemon, Katherine N

    2004-09-01

    Most executives today agree that their efforts should be focused on growing the lifetime value of their customers. Yet few companies have come to terms with the implications of that idea for their marketing management. Oldsmobile, for example, enjoyed outstanding brand equity with many customers through the 1980s. But as the century wore further on, the people who loved the Olds got downright old. So why did General Motors spend so many years and so much money trying to reposition and refurbish the tired,tarnished brand? Why didn't GM managers instead move younger buyers along a path of less resistance, toward another of the brands in GM's stable--or even launch a wholly new brand geared to their tastes? Catering to new customers, even at the expense of the brand, would surely have been the path to profits. The reason, argue the authors, is that in large consumer-goods companies like General Motors, brands are the raison d'etre. They are the focus of decision making and the basis of accountability. But this overwhelming focus on growing brand equity is inconsistent with the goal of growing customer equity. Drawing on a wide range of current examples, the authors offer seven tactics that will put brands in the service of growing customer equity. These include replacing traditional brand managers with a new position--the customer segment manager; targeting brands to as narrow an audience as possible; developing the capability and the mind-set to hand off customers from one brand to another within the company; and changing the way brand equity is measured by basing calculations on individual, rather than average, customer data.

  6. Customer-centered brand management.

    Science.gov (United States)

    Rust, Roland T; Zeithaml, Valarie A; Lemon, Katherine N

    2004-09-01

    Most executives today agree that their efforts should be focused on growing the lifetime value of their customers. Yet few companies have come to terms with the implications of that idea for their marketing management. Oldsmobile, for example, enjoyed outstanding brand equity with many customers through the 1980s. But as the century wore further on, the people who loved the Olds got downright old. So why did General Motors spend so many years and so much money trying to reposition and refurbish the tired,tarnished brand? Why didn't GM managers instead move younger buyers along a path of less resistance, toward another of the brands in GM's stable--or even launch a wholly new brand geared to their tastes? Catering to new customers, even at the expense of the brand, would surely have been the path to profits. The reason, argue the authors, is that in large consumer-goods companies like General Motors, brands are the raison d'etre. They are the focus of decision making and the basis of accountability. But this overwhelming focus on growing brand equity is inconsistent with the goal of growing customer equity. Drawing on a wide range of current examples, the authors offer seven tactics that will put brands in the service of growing customer equity. These include replacing traditional brand managers with a new position--the customer segment manager; targeting brands to as narrow an audience as possible; developing the capability and the mind-set to hand off customers from one brand to another within the company; and changing the way brand equity is measured by basing calculations on individual, rather than average, customer data. PMID:15449860

  7. Analysis of rural entrepreneurship under the theorethical approach of resources and capabilities: the case of a rural microbusiness

    International Nuclear Information System (INIS)

    The aim of this paper is to analyze the case of a joint venture stage to determine the successes and failures to undertake this business, based on the theory of resources and skills of entrepreneurship and business. It is intended to answer the question, what were the successes and failures committed by entrepreneurs to run the business plan in this particular case?. The answers were found relating the situations described in the case with the theories of resources and skills and entrepreneurship. The analysis concludes that the empirical knowledge of entrepreneurs, in this case were not sufficient to direct the business to success, and that the lack of structured knowledge and adequate scientific support for this project strongly directed towards the non-permanence on the market

  8. Why California retailers stop selling tobacco products, and what their customers and employees think about it when they do: case studies

    Directory of Open Access Journals (Sweden)

    McDaniel Patricia A

    2011-11-01

    Full Text Available Abstract Background In California, some 40, 000 retailers sell tobacco products. Tobacco's ubiquitousness in retail settings normalizes use and cues smoking urges among former smokers and those attempting cessation. Thus, limiting the number of retailers is regarded as key to ending the tobacco epidemic. In the past decade, independent pharmacies and local grocery chains in California and elsewhere have voluntarily abandoned tobacco sales. No previous studies have examined the reasons for this emerging phenomenon. We sought to learn what motivated retailers to discontinue tobacco sales and what employees and customers thought about their decision. Methods We conducted case studies of seven California retailers (three grocery stores, four pharmacies that had voluntarily ceased tobacco sales within the past 7 years. We interviewed owners, managers, and employees, conducted consumer focus groups, unobtrusively observed businesses and the surrounding environment, and examined any media coverage of each retailer's decision. We analyzed data using qualitative content analysis. Results For independent pharmacies, the only reason given for the decision to end tobacco sales was that tobacco caused disease and death. Grocers listed health among several factors, including regulatory pressures and wanting to be seen as "making a difference." Media coverage of stores' new policies was limited, and only three retailers alerted customers. Management reported few or no customer complaints and supportive or indifferent employees. Pharmacy employees were pleased to no longer be selling a deadly product. Grocery store management saw the decision to end tobacco sales as enhancing the stores' image and consistent with their inventory of healthy foods. Focus group participants (smokers and nonsmokers were largely unaware that retailers had stopped selling tobacco; however, almost all supported the decision, viewing it as promoting public health. Many said knowing

  9. Influence of Cultural, Organizational, and Automation Capability on Human Automation Trust: A Case Study of Auto-GCAS Experimental Test Pilots

    Science.gov (United States)

    Koltai, Kolina; Ho, Nhut; Masequesmay, Gina; Niedober, David; Skoog, Mark; Cacanindin, Artemio; Johnson, Walter; Lyons, Joseph

    2014-01-01

    This paper discusses a case study that examined the influence of cultural, organizational and automation capability upon human trust in, and reliance on, automation. In particular, this paper focuses on the design and application of an extended case study methodology, and on the foundational lessons revealed by it. Experimental test pilots involved in the research and development of the US Air Force's newly developed Automatic Ground Collision Avoidance System served as the context for this examination. An eclectic, multi-pronged approach was designed to conduct this case study, and proved effective in addressing the challenges associated with the case's politically sensitive and military environment. Key results indicate that the system design was in alignment with pilot culture and organizational mission, indicating the potential for appropriate trust development in operational pilots. These include the low-vulnerability/ high risk nature of the pilot profession, automation transparency and suspicion, system reputation, and the setup of and communications among organizations involved in the system development.

  10. The quest for customer focus.

    Science.gov (United States)

    Gulati, Ranjay; Oldroyd, James B

    2005-04-01

    Companies have poured enormous amounts of money into customer relationship management, but in many cases the investment hasn't really paid off. That's because getting closer to customers isn't about building an information technology system. It's a learning journey-one that unfolds over four stages, requiring people and business units to coordinate in progressively more sophisticated ways. The journey begins with the creation of a companywide repository containing each interaction a customer has with the company, organized not by product, purchase, or location, but by customer. Communal coordination is what's called for at this stage, as each group contributes its information to the data pool separately from the others and then taps into it as needed. In the second stage, one-way serial coordination from centralized IT through analytical units and out to the operating units allows companies to go beyond just assembling data to drawing inferences. In stage three, companies shift their focus from past relationships to future behavior. Through symbiotic coordination, information flows back and forth between central analytic units and various organizational units like marketing, sales, and operations, as together they seek answers to questions like "How can we prevent customers from switching to a competitor?" and "Who would be most likely to buy a new product in the future"? In stage four, firms begin to move past discrete, formal initiatives and, through integral coordination, bring an increasingly sophisticated understanding oftheir customers to bear in all day-to-day operations. Skipping stages denies organizations the sure foundation they need to build a lasting customer-focused mind-set. Those that recognize this will invest their customer relationship dollars much more wisely-and will see their customer-focusing efforts pay offon the bottom line. PMID:15807042

  11. An empirical investigation on factors influencing customer loyalty and their relationships with quality of services: A case study of insurance firm

    Directory of Open Access Journals (Sweden)

    Rostam Pourrahidi

    2014-01-01

    Full Text Available In this paper, we present an empirical investigation to study the effect of various factors influencing customer loyalty and quality of services on customer satisfaction and customer loyalty. The proposed study is implemented in one of Iranian insurance firms by choosing a sample of 171 randomly selected customers of this insurance firm. We use SERVQUAL standard questionnaire to measure customer satisfaction. The study examines three hypotheses associated with the proposed study using one-way t-student as well as path analysis, and the results have confirmed all three hypotheses. The study also uses Freedman test to rank the most important factors and detects that value was the most important issue followed by trust, customer satisfaction, empathy, value and resistance to change.

  12. 27 CFR 28.286 - Receipt in customs bonded warehouse.

    Science.gov (United States)

    2010-04-01

    ... 27 Alcohol, Tobacco Products and Firearms 1 2010-04-01 2010-04-01 false Receipt in customs bonded... in Customs Bonded Warehouse § 28.286 Receipt in customs bonded warehouse. On receipt of the distilled spirits or wine and the related TTB Form 5100.11 or 5110.30 as the case may be, the customs officer...

  13. Toward enhanced capability for detecting and predicting dust events in the western United States: the Arizona case study

    Science.gov (United States)

    Huang, M.; Tong, D.; Lee, P.; Pan, L.; Tang, Y.; Stajner, I.; Pierce, R. B.; McQueen, J.; Wang, J.

    2015-11-01

    Dust aerosols affect human life, ecosystems, atmospheric chemistry and climate in various aspects. Some studies have revealed intensified dust activity in the western US during the past decades despite the weaker dust activity in non-US regions. It is important to extend the historical dust records, to better understand their temporal changes, and to use such information to improve the daily dust forecasting skill as well as the projection of future dust activity under the changing climate. This study develops dust records in Arizona in 2005-2013 using multiple observation data sets, including in situ measurements at the surface Air Quality System (AQS) and Interagency Monitoring of Protected Visual Environments (IMPROVE) sites, and level 2 deep blue aerosol product by the Moderate Resolution Imaging Spectroradiometer. The diurnal and inter-annual variability of identified dust events are shown related to observed weather patterns (e.g., wind and soil moisture) and surface conditions (e.g., land cover type and vegetation conditions), suggesting a potential for use of satellite soil moisture and land products to help interpret and predict dust activity. Backtrajectories computed using NOAA's Hybrid Single Particle Lagrangian Integrated Trajectory (HYSPLIT) model indicate that the Sonoran and Chihuahuan deserts are important dust source regions during identified dust events in Phoenix, Arizona. Finally, we assess the impact of a recent strong dust event on western US air quality, using various observational and modeling data sets, during a period with a stratospheric ozone intrusion event. The capability of the current US National Air Quality Forecasting Capability (NAQFC) Community Multi-scale Air Quality (CMAQ) modeling system to represent the magnitude and the temporal variability of aerosol concentrations is evaluated for this event. Directions for integrating observations to further improve dust emission modeling in CMAQ are also suggested.

  14. An Analysis of the Influencing Factors of Customer Retention in Tourism Resort Industry: A Case Study of Lingnan Impression Park, Guangzhou, China

    OpenAIRE

    Li Li; Shen mei Yuan; Nan Jiang

    2014-01-01

    The customer retention is an important factor in today’s increasingly tourism competitive markets which should be concerned seriously. At present, many academic customer retention researches mostly focused on the business market research in the hotel industry. In view of the tourism resort, especially the urban cultural themes attraction, analyzing the influencing factors of customer retention in such resort has its special significance. The aim of this study is to empirically ...

  15. The firms’ use and customers’ perception of Facebook in the context of customer-based brand equity : A case study of professional team sport organizations

    OpenAIRE

    Brand, Söndra; Klein, Moritz Justus

    2012-01-01

    Purpose: The purpose of this thesis is to provide a holistic understanding of how Facebook is used by professional team sport organizations to strengthen customer based-brand equity and how these attempts are perceived by the customers with a focus on the derived benefits. Frame of reference: Customer-based brand equity is conceptualized, modified and employed to the realm of Facebook. Moreover, a communication model is modified in order to link marketing communications in a hypermedia enviro...

  16. Relationship marketing and customer loyalty:a customer service approach in nigerian companies. in nigerian companies

    Directory of Open Access Journals (Sweden)

    Olumoko,Tajudeen .A.

    2010-12-01

    Full Text Available This paper examines relationship marketing and customer loyalty from the approach of customer service-using some selected companies in Nigeria as a case study. The study clarifies the role of relationship marketing in customer services toward the achievement of customer loyalty via customer services among a sample of some selected companies in Nigeria. The study is a survey which uses a literature based research instrument [questionnaire] to measure the application of relationship marketing in customer services to achieve customer loyalty. Structured, close ended questions were used to collect primary data from the respondents. A six point likert scale ranging from “very high extent” to “no extent at all” was used to measure the level of the application of relationship marketing through customer services that aid customer loyalty. 2,400 respondents were selected based on convenience sampling method and stratified into the categories of Manufacturing, Service and Others, operating in Nigeria. Data were analyzed using descriptive statistics and chi-square analysis. The research instrument shared high reliability and validity. The major findings of the study were as follows: In Nigeria, there is significant relationship between relationship marketing practice in customer service operation and customer loyalty, relationship marketing can be used to increase sales through customer loyalty via effective customer services and that relationship marketing has positive effect on customer satisfaction and organizational profitability.

  17. Hyperspectral Sensor Data Capability for Retrieving Complex Urban Land Cover in Comparison with Multispectral Data: Venice City Case Study (Italy

    Directory of Open Access Journals (Sweden)

    Federico Santini

    2008-05-01

    Full Text Available This study aims at comparing the capability of different sensors to detect land cover materials within an historical urban center. The main objective is to evaluate the added value of hyperspectral sensors in mapping a complex urban context. In this study we used: (a the ALI and Hyperion satellite data, (b the LANDSAT ETM+ satellite data, (c MIVIS airborne data and (d the high spatial resolution IKONOS imagery as reference. The Venice city center shows a complex urban land cover and therefore was chosen for testing the spectral and spatial characteristics of different sensors in mapping the urban tissue. For this purpose, an object-oriented approach and different common classification methods were used. Moreover, spectra of the main anthropogenic surfaces (i.e. roofing and paving materials were collected during the field campaigns conducted on the study area. They were exploited for applying band-depth and sub-pixel analyses to subsets of Hyperion and MIVIS hyperspectral imagery. The results show that satellite data with a 30m spatial resolution (ALI, LANDSAT ETM+ and HYPERION are able to identify only the main urban land cover materials.

  18. Technological capability assessment of suppliers to support product development: case study on a buses and coaches manufacturer

    Directory of Open Access Journals (Sweden)

    Lucas Comerlato

    2013-05-01

    Full Text Available Supply chain management has become a critical issue in the global collaboration scenario. Suppliers are not expected to provide just commodities or pre-defined components, but also collaborative engineering design solutions within the product development cycle. Thus, the selection criteria for defining supply partner go beyond the production and logistic capabilities, but must also include technical and engineering competence. This, in some sense, can be considered a common scenario of big companies, but is still challenging when dealing with SME´s. This work discusses how SME´s can be included in a supply chains taking in consideration a set of parameters to assess their technical competence related to product development collaboration. A set of eight parameters has been proposed to assess the engineering team competence, physical and technological structure and further legal responsibility. For each parameter values and weights were defined also. The assessment was applied to three companies that are suppliers of a buses and coaches manufacturer from Rio Grande do Sul, Brazil. The results show that even when dealing with objective parameters, the suppliers and costumer can have different perceptions about same issues.

  19. Mass Customization Services

    OpenAIRE

    Friedrich, Gerhard

    2008-01-01

    Topics of the IMCM’08 & PETO’08 and this book are: Mass customization in service, mass customizing financial services, mass customization in supply networks, implementation issues in logistics, product life cycle and mass customization. The research field of mass customization is more than 15 years old but as the topics illustrate, quite a diverse field. This is expected to continue as long as all fields continue to evolve in their own direction. From a research point of view this provide...

  20. The first customer reference

    OpenAIRE

    Ruokolainen, Jari

    2008-01-01

    Marketing and sales have generally been recognized as typical bottlenecks for start-up technology companies which produce complex products for corporate customers. Start-up technology companies often need a customer reference to support their efforts in entering the market. Without a real-world assessment that the first customer reference represents, it is difficult to convince the next potential customer to buy. The first customer reference, the topic of this study, has not been widely ...

  1. Customer Energy in Relationships

    OpenAIRE

    Heinonen, Kristina; Mickelsson, Jakob; Strandvik, Tore

    2010-01-01

    All companies have a portfolio of customer relationships. From a managerial standpoint the value of these customer relationships is a key issue. The aim of the paper is to introduce a conceptual framework for customers’ energy towards a service provider. Customer energy is defined as the cognitive, affective and behavioural effort a customer puts into the purchase of an offering. It is based on two dimensions: life theme involvement and relationship commitment. Data from a survey study ...

  2. Peak Shaving Capability of Household Grid-Connected PV-System with Local Storage: A Case Study

    OpenAIRE

    Riesen, Yannick; Ding, Pengcheng; Monnier, Samuel; Wyrsch, Nicoals; Ballif, Christophe

    2013-01-01

    Effect of grid feed-in curtailment of a PV system with heat or electricity storage (battery) is simulated as a function of system dimensioning with a focus on the induced PV power losses (due to this limit) and on cost balance. Heat storage is provided by a domestic hot water tank heated with heat pump or electrical water heating system. The case studied is based on a Swiss household with an annual electricity energy consumption of about 5000 kWh (without thermal loads). The effect of electri...

  3. Determining the Effect of Electronic Services Quality on Electronic Satisfaction and Positive Word of Mouth (Case Study: Different Branches of Shiraz Mellat Bank Customers

    OpenAIRE

    Ali Sanayei; Afsaneh Jokar

    2013-01-01

    Electronic satisfaction and electronic services quality are regarded among main issues in globalizing electronic trade. Upon enterprising banking industry and products similarity, services quality is declared as competitive advantage and has a direct impact on customers' satisfaction. Services quality has a approximate connection with satisfaction in banking industry and product improvement increases customers' satisfaction probability which leads to behavioral result such as commitment, rema...

  4. An example of cross-pollination in social sciences: A comparative case study on capability development in contemporary Serbia

    Directory of Open Access Journals (Sweden)

    Kaurin Dragoljub

    2011-01-01

    Full Text Available This article provides short introduction to the anthropological notion of culture. The concepts of Lifelong Education (LLE and Lifelong Learning (LLL as fields of practice are also under scrutiny. I argue that the latter may be seen as a cross-pollination of fields within the Humanities and Social Sciences, but have a fundamental difference from anthropology in that they are more heavily geared to introduce changes. However, one of my main points is that anthropological notion of culture has had a profound influence on the formation of these fields of practice and continues to be a fruitful source for contemporary practitioners in Education in general and in Lifelong Education in particular. Drawing on long anthropological tradition that anthropology uses case studies to shed light on its specific field of interest, I will provide one case study: “Basic Adult Literacy Programmes in Belgrade as a means of adaptation to neo-liberalism”. This will be useful primarily in showing the practical relevance of anthropological notion of culture to the educational sciences, broadly conceived. This might be placed within the context of value shift in contemporary Serbia.

  5. CUSTOMER RELATIONSHIP MANAGEMENT AND BUSINESS STRATEGIES

    Directory of Open Access Journals (Sweden)

    Rozitta Chittaie

    2012-06-01

    Full Text Available Changing in the current competitive environment, increasing simplicity of penetrating into the competitive market, and rapid growing of information technology are essential motives for performing activities in an environment. Nowadays, some companies step into rapid and instant development of their markets in order to improve customer relationship. These companies through adopting customer relationship management (CRM systems can earn and retain their customers' loyalty. As a result, designing customer relationship management strategies can lead to market protection, customer value increase, and greater customer satisfaction opportunities for continuous promotion of the enterprise. Regarding the complexity and the variety of strategies associated with managing a business, information-related capability seems to be an essential capability for earning profit from companies' activities and competition among peers. Hence, relation and information are employed for managing the firms are vital tools for seizing opportunities and tackling future issues. Giving the information only employed to support a company’s performance, making crucial decision about surrounding environment, increasing competitive ability of the enterprise will be difficult for company. Furthermore, since increase of competitive ability is accompanied by making greater profit on the deal, methods of raising competitive ability is an interesting and critical issue. Therefore, companies through information technology, cost reduction, and development of low-level relations with customers can achieve greater profitability. This paper probes into customer relationship management and business strategies. The implications of CRM strategies are discussed in detail.

  6. The Role of Islamic Rural Bank in Financing the SMEs: Customer Perspective Analysis (Case Study of Amanah Ummah Bank in Bogor City, Indonesia

    Directory of Open Access Journals (Sweden)

    Irfan Syauqi Beik

    2014-03-01

    Full Text Available One of the basic problems faced by small scale and medium enterprises (SMEs in Indonesia is the availability of financing access provided by financial institutions including banking institution. There are three types of Islamic bank operating in Indonesia presently: Islamic commercial bank, Islamic banking unit and Islamic rural bank. Providing the SMEs with sufficient financing source is highly required. This paper attempts to observe empirically the role that have been played by Islamic rural bank in financing the SMEs, by taking case study of Amanah Ummah Bank, the best Islamic rural bank in the country. Thirty small and medium entrepreneurs have been selected as the sample of the research, and have been deeply interviewed on September and October 2008. Descriptive statistics, IPA (Importance Performance Analysis and CSI (Customer Satisfaction Index methods have been used as analytical methods. The results show that the financing given by the bank does really help the SMEs. There are three factors, which are important, and which have satisfied the SMEs. These are easiness of bank’s requirements, the speed of financing approval, and bank’s services. In general, the respondents are of the view that the bank has shown a good performance.Keywords : SMEs, Islamic rural bank, customers’ perception

  7. UNDERSTANDING CUSTOMERS' EVALUATIONS THROUGH MINING AIRLINE REVIEWS

    Directory of Open Access Journals (Sweden)

    Ibrahim Yakut

    2015-11-01

    Full Text Available Data mining can be evaluated as a strategic tool to determine the customer profiles in order to learn customer expectations and requirements. Airline customers have different characteristics and if passenger reviews about their trip experiences are correctly analyzed, companies can increase customer satisfaction by improving provided services. In this study, we investigate customer review data for in-flight services of airline companies and draw customer models with respect to such data. In this sense, we apply two approaches as feature-based and clustering-based modelling. In feature-based modelling, customers are grouped into categories based on features such as cabin flown types, experienced airline companies. In clustering-based modelling, customers are first clustered via k-means clustering and then modeled. We apply multivariate regression analysis to model customer groups in both cases. During this, we try to understand how customers evaluate the given services and what dominant characteristics of in-flight services can be from the customer viewpoint.

  8. Innovations in Mechatronic Products and Mass Customization

    DEFF Research Database (Denmark)

    Habib, Tufail; Jørgensen, Kaj Asbjørn; Nielsen, Kjeld

    2011-01-01

    Mass Customization (MC) has been recognized as a successful strategy in the design and development of products tailored to customer needs. Global competition demands new products with added functionalities, as in the case of mechatronic products. These products are becoming more and more important...... systems is presented. The successful strategy of mass customization has contributed to innovations in the development of mechatronic products and the paper presents an overview of typical changes regarding functionalities from mechanical products towards mechatronic products....

  9. Mass Customization of process plants

    DEFF Research Database (Denmark)

    Hvam, Lars

    2006-01-01

    This case study describes how F.L.Smidth A/S, a manufacturer of large processing plants for cement production, has applied the principles of mass customisation in the area of highly complex, custom engineered products. The company has based its sales process on a configuration system to achieve...

  10. Capabilities and uncertainties of aircraft measurements for the validation of satellite precipitation products – a virtual case study

    Directory of Open Access Journals (Sweden)

    Andrea Lammert

    2015-08-01

    Full Text Available Remote sensing sensors on board of research aircraft provide detailed measurements of clouds and precipitation which can be used as reference data to validate satellite products. Such satellite derived precipitation data using passive microwave radiometers with a resolution of typically 50×50km2$50\\times50\\,\\text{km}^2$ stands against high spatial and temporal resolved airborne measurements, but only along a chosen line. This paper focuses on analysis on the uncertainty arising from the different spatial resolution and coverage. Therefore we use a perfect model approach, with a high resolved forecast model yielding perfect virtual aircraft and satellite observations. The mean precipitation and standard deviation per satellite box were estimated with a Gaussian approach. The comparison of the mean values shows a high correlation of 0.92, but a very wide spread. As criterion to define good agreement between satellite mean and reference, we choose a deviation of one standard deviation of the virtual aircraft as threshold. Considering flight tracks in the range of 50 km (one overflight, the perfect agreement of satellite and aircraft observations is only detected in 65 % of the cases. To increase this low reliability the precipitation distributions of the virtual aircraft were fitted by a gamma density function. Using the same quality criterion, the usage of gamma density fit yields an improvement of the Aircraft reliability up to 80 %.

  11. Customer Lifetime Value Measurement

    OpenAIRE

    Sharad Borle; Siddharth S. Singh; Dipak C. Jain

    2008-01-01

    The measurement of customer lifetime value is important because it is used as a metric in evaluating decisions in the context of customer relationship management. For a firm, it is important to form some expectations as to the lifetime value of each customer at the time a customer starts doing business with the firm, and at each purchase by the customer. In this paper, we use a hierarchical Bayes approach to estimate the lifetime value of each customer at each purchase occasion by jointly mod...

  12. An analysis of vendor innovation capability in the contract electronics manufacturing industry

    DEFF Research Database (Denmark)

    Perunovic, Zoran; Mefford, Robert; Christoffersen, Mads;

    2016-01-01

    contracts with their customers. Employing the resource-based view as a theoretical basis and undertaking in-depth case study analysis of three vendors in the electronic manufacturing services industry, the research shows that to achieve the outsourcing objectives of winning, running and renewing...... the contract, vendors can use different configurations of the competitive priorities of cost, quality, delivery and flexibility. The research aggregates the capabilities that influence the innovative capability of a vendor into the innovation-related capabilities (IRCs) of design, new product introduction...

  13. Customer-to-customer roles and impacts in service encounters

    OpenAIRE

    Lee, Linda

    2016-01-01

    This thesis investigates customer-to-customer roles and impacts in the context of service encounters. This topic is studied from two angles: customer interactions during group service encounters and customer perceptions post service encounters. The first angle is a focus on group service encounters that addresses the lack of research on customer-to-customer interactions that occur in customer-to-customer interaction-intensive contexts. These are contexts where the interactions between custome...

  14. Customer Data Clustering using Data Mining Technique

    CERN Document Server

    Rajagopal, Dr Sankar

    2011-01-01

    Classification and patterns extraction from customer data is very important for business support and decision making. Timely identification of newly emerging trends is very important in business process. Large companies are having huge volume of data but starving for knowledge. To overcome the organization current issue, the new breed of technique is required that has intelligence and capability to solve the knowledge scarcity and the technique is called Data mining. The objectives of this paper are to identify the high-profit, high-value and low-risk customers by one of the data mining technique - customer clustering. In the first phase, cleansing the data and developed the patterns via demographic clustering algorithm using IBM I-Miner. In the second phase, profiling the data, develop the clusters and identify the high-value low-risk customers. This cluster typically represents the 10-20 percent of customers which yields 80% of the revenue.

  15. Customer Data Clustering Using Data Mining Technique

    Directory of Open Access Journals (Sweden)

    Sankar Rajagopal

    2011-12-01

    Full Text Available Classification and patterns extraction from customer data is very important for business support and decision making. Timely identification of newly emerging trends is very important in business process.Large companies are having huge volume of data but starving for knowledge. To overcome the organization current issue, the new breed of technique is required that has intelligence and capability to solve the knowledge scarcity and the technique is called Data mining. The objectives of this paper are to identify the high-profit, high-value and low-risk customers by one of the data mining technique - customer clustering. In the first phase, cleansing the data and developed the patterns via demographic clustering algorithm using IBM I-Miner. In the second phase, profiling the data, develop the clusters and identify the high-value low-risk customers. This cluster typically represents the 10-20 percent of customers which yields 80% of the revenue.

  16. Customers' evaluation of service

    Directory of Open Access Journals (Sweden)

    J. Tsosa

    2002-12-01

    Full Text Available The analysis on the aspect chosen will provide an understanding and expand more on the strategic thinking that impact on corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise.

  17. Investigating the effects of sales promotions on customer behavioral intentions at duty-free shops: An Incheon International Airport case study

    Directory of Open Access Journals (Sweden)

    Jin-Woo Park

    2013-09-01

    Full Text Available Purpose: This paper seeks to investigate the effects of sales promotions at airport duty-free shops by testing a conceptual model that considers price, coupons, free gifts, points, satisfaction, value, image, and behavioral intentions simultaneously.Design/methodology/approach: For this testing, structural equation modeling was applied to data collected from duty-free shop users at Incheon International Airport.Findings: Price and coupons were found as significant drivers of customer satisfaction, which was directly related to customer value, image, and behavioral intentions.Originality/value: This paper is the first research that examines the effects of sales promotions at the duty-free shops of Incheon International Airport. The identified sales promotion factors that influence the behavioral intentions of customers at duty-free shops are potentially useful for analyzing the possible trends and changes in duty-free shop customer buying behavior.

  18. THE ASSESSMENT ON COMMERCIAL BANKS OF THE EFFECTS OF CORPORATE IMAGE ONTO CUSTOMER LOYALTY: THE CASE OF NEVŞEHİR

    Directory of Open Access Journals (Sweden)

    Şükrü Akdoğan

    2015-12-01

    Full Text Available The goal of this study is to determine the effects of corporate image onto the customer loyalty at commercial banks, which is considered to have a remarkable share in banking sector. According to the research, corporate image has positively influenced customer loyalty for loan customers in banking sector. Besides, the dimensions of corporate image as positive beliefs, quality and attraction, dynamic appearance and impression seem to have a positive effect on customer loyalty, and all these dimensions have a significant correlation with each other in statistical terms. Moreover, it has been observed that the dimensions of positive beliefs, quality and attraction of corporate image have positive effects on the dimensions such as benefit-based loyalty, behavioral loyalty, featured goods and service-based loyalty and attitudinal loyalty. It has been also determined that the dimensions of corporate image as dynamic appearance and impression have positive effects on the dimensions benefit-based loyalty and behavioral loyalty.

  19. The role of channel integration and interactivity in the customer loyalty creation in an omnichannel fashion retail environment: case Bik Bok

    OpenAIRE

    Kinnunen, Noora

    2015-01-01

    Objective of the study: In the fashion retail industy, the adoption of multichannel approach was slower than in other sectors because of the difficulty of translating the in-store customer experience into the online environment. Clothes have been considered as "touch-and-feel" products. This is why it is interesting to study how the omnichannel environment affects fashion consumers. Thus, the purpose of this study is to achieve a better understanding of the creation of customer loyalty in...

  20. The Effect of Branding on Customer Loyalty - A Case Study on the Leading Brand (Mobilink) and its comparison with the Follower Brands

    OpenAIRE

    Khalid, Sana

    2009-01-01

    Branding is becoming an important aspect for service organizations as it enables them to make an identity and attract customers. To date, research has mainly focused on developed countries and developments in the developing countries have been overlooked. Due to lack of academic contribution regarding the effect of branding on customer loyalty in the telecommunication sector of Pakistan, this research intends to fill the gap in the marketing literature by adding knowledge in this area. The re...

  1. The Role of E-Payment Tools and E-Banking in Customer Satisfaction Case Study: Pasargad Bank E-Payment Company

    OpenAIRE

    Fatemeh Soleimani Roozbahani; Sanaz Nikghadam Hojjati; Reihaneh Azad

    2015-01-01

    Background: Banks, as the main components of any countries` economic backbone, perpetually try to satisfy the needs and expectations of their customers to increase customer satisfaction, since in today`s competitive world, gaining competitive advantage is a high priority for any organization. On the other hand, the emergence of information technology in the banking industry has provided speed, security, efficiency, and quality of services through electronic banking and electronic payment tool...

  2. Impact of service quality on customer satisfaction of automated teller machine service: case study of a private commercial joint stock bank in Vietnam

    Directory of Open Access Journals (Sweden)

    Chi Phan

    2015-10-01

    Full Text Available One of key challenge for Vietnamese commercial banks is how to compete in the market place with commonly undifferentiated services. The aim of this study is to investigate the impact of service quality performance on customer satisfaction on ATM service in a commercial bank in Vietnam. This study applies SERVPERF framework to analyze the data collected from a questionnaire survey and found that ASSURANCE and TANGIBLES factors significantly impact on the customer satisfaction.

  3. Studying the Impact of Services Marketing Mix on Preferring a Brand by Customers Case Study: Selected Branches of Mellat Bank in Isfahan Province

    Directory of Open Access Journals (Sweden)

    Ali Kazemi

    2013-04-01

    Full Text Available Importance of marketing in increasing of customers as well as customers' preference towards a brand has an undeniable role. Objective of this survey was to study the impact of services marketing mix on preferring a brand by customers. Therefore, marketing mix of services was used and impact of each one of its elements (seven elements on degree of preference of Mellat Bank by customers was measured using t-test and in viewpoint of one-hundred thirty (130 customers as the statistical population of the survey. The survey was conducted using descriptive-field method. Tool of data collection was questionnaire containing 25 questions and its reliability was confirmed through Cronbach alpha coefficient (0.79. According to respondents, elements of marketing mix are effective on degree of preference of a brand by customers. Findings show as mutual significance level (0.020 is less than 5% it could be perceived that average value of this item has a significant difference with test value (equal to 3. On the other hand, because the calculated lower and upper limits are negative in the confidence interval 95% it could be concluded that average is less than test value equal to 3. Thus, test hypothesis is rejected and null hypothesis is accepted. In other words, aesthetic appearance of the bank is not effective on degree of preference of a brand by customers. Test results reveal employees' behavior with clients and ease of access to bank branches have the highest impact on customers' preference to choose Mellat Bank in Isfahan province but aesthetic appearance of the bank hasn't been confirmed.

  4. Bank Customers Management System

    OpenAIRE

    Ebubeogu Amarachukwu Felix

    2015-01-01

    ABSTRACT The purpose of this project is in partial fulfilment of the requirements of Bachelor of Science Hon in Information Technology. The Design and development of this Bank customers Management system provides a more secured approach in managing bank customers information which strengthens the relationships between banks and their customers by providing the right solutions that uses a multi-level security to improve customer satisfaction. The technology used in developing this project is A...

  5. Management of customer portfolio

    OpenAIRE

    Jan Molek; Dagmar Bednářová

    2003-01-01

    There is a very actual question for many firms and their managers becoming more and more important: “Which kind of customers have we got?” It means such activities as the solving of problems connected with e.g. the customer effectiveness, his credit score, or the customer portfolio. It is a business philosophy to manage the firm not as a sum of products and services, but as a customer portfolio, and successful managers are nowadays adopting this philosophy.

  6. Customer Relationship Management

    OpenAIRE

    Conf. univ. dr. Enache Elena; Asist. univ. drd. Marin Carmen; Conf. univ. dr. Vechiu Camelia

    2010-01-01

    The most significant changes in the practice of marketing during the last decade in the shift in emphasis from a transaction orientation to the customer relationship management (CRM). Customer relationship management is a strategy of organization to identifying the main desire of the customer and the behaviour commercial business, the beneficial use of information acquired in order to improve relations with these factors, with the objective of increasing customer satisfaction requirements.

  7. Customer Energy in Relationships

    OpenAIRE

    Heinonen, Kristina; Strandvik, Tore

    2010-01-01

    All companies have a portfolio of customer relationships. From a managerial standpoint the value of these customer relationships is a key issue. The aim of the paper is to introduce a conceptual framework for customers’ energy towards a service provider. Customer energy is defined as the cognitive, affective and behavioural effort a customer puts into the purchase of an offering. It is based on two dimensions: life theme involvement and relationship commitment. Data from a survey study of 425...

  8. A Study of the Effects of Internal Marketing on Customer-oriented Social and Prosocial Behaviors (Case study: Hotels in Isfahan city

    Directory of Open Access Journals (Sweden)

    Mohammad Reza Dalvi

    2013-11-01

    Full Text Available The present paper, titled ‘A Study of the Effects of Internal Marketing on Customer-oriented Prosocial Behaviors’ investigates the important role of internal marketing on job satisfaction, organizational commitment and, finally, role-prescribed customer service and extra-role customer service (prosocial behavior among hotel employees in Isfahan city. A main hypothesis (speculating the significant effect of internal marketing on customer-oriented prosocial behavior and eleven sub-hypotheses (speculating the significant effect of empowerment, service training and service reward on organizational commitment and job satisfaction as well as speculating the significant effect of organizational commitment and job satisfaction on role-prescribed customer service and extra-role customer service (prosocial behavior, are presented. This research, in terms of its purpose, is an applied one; and in terms of implementation method, is a survey with a correlation approach. The population includes 140 experienced managers, vice-presidents and employees of the hotels in Isfahan city. The data were collected using questionnaires with a Cronbach's alpha coefficient calculated as 0.91, which includes personal data and main, specialized questions for examination of research hypotheses. From 155 distributed questionnaires, 140 (90% were returned. The collected data were analyzed using SPSS and AMOS software programs through statistical tests at descriptive (frequency, percentage, accumulated percentage, average and standard deviation and inferential (t-test, regression modeling, variance analysis, non- parametric Kolmogorov and Smirnov test, and Freedman non-parametric test levels. The findings supported all research hypotheses.

  9. Analytical Chemistry Core Capability Assessment - Preliminary Report

    Energy Technology Data Exchange (ETDEWEB)

    Barr, Mary E. [Los Alamos National Laboratory; Farish, Thomas J. [Los Alamos National Laboratory

    2012-05-16

    The concept of 'core capability' can be nebulous one. Even at a fairly specific level, where core capability equals maintaining essential services, it is highly dependent upon the perspective of the requestor. Samples are submitted to analytical services because the requesters do not have the capability to conduct adequate analyses themselves. Some requests are for general chemical information in support of R and D, process control, or process improvement. Many analyses, however, are part of a product certification package and must comply with higher-level customer quality assurance requirements. So which services are essential to that customer - just those for product certification? Does the customer also (indirectly) need services that support process control and improvement? And what is the timeframe? Capability is often expressed in terms of the currently utilized procedures, and most programmatic customers can only plan a few years out, at best. But should core capability consider the long term where new technologies, aging facilities, and personnel replacements must be considered? These questions, and a multitude of others, explain why attempts to gain long-term consensus on the definition of core capability have consistently failed. This preliminary report will not try to define core capability for any specific program or set of programs. Instead, it will try to address the underlying concerns that drive the desire to determine core capability. Essentially, programmatic customers want to be able to call upon analytical chemistry services to provide all the assays they need, and they don't want to pay for analytical chemistry services they don't currently use (or use infrequently). This report will focus on explaining how the current analytical capabilities and methods evolved to serve a variety of needs with a focus on why some analytes have multiple analytical techniques, and what determines the infrastructure for these analyses. This

  10. Analytical Chemistry Core Capability Assessment - Preliminary Report

    International Nuclear Information System (INIS)

    The concept of 'core capability' can be nebulous one. Even at a fairly specific level, where core capability equals maintaining essential services, it is highly dependent upon the perspective of the requestor. Samples are submitted to analytical services because the requesters do not have the capability to conduct adequate analyses themselves. Some requests are for general chemical information in support of R and D, process control, or process improvement. Many analyses, however, are part of a product certification package and must comply with higher-level customer quality assurance requirements. So which services are essential to that customer - just those for product certification? Does the customer also (indirectly) need services that support process control and improvement? And what is the timeframe? Capability is often expressed in terms of the currently utilized procedures, and most programmatic customers can only plan a few years out, at best. But should core capability consider the long term where new technologies, aging facilities, and personnel replacements must be considered? These questions, and a multitude of others, explain why attempts to gain long-term consensus on the definition of core capability have consistently failed. This preliminary report will not try to define core capability for any specific program or set of programs. Instead, it will try to address the underlying concerns that drive the desire to determine core capability. Essentially, programmatic customers want to be able to call upon analytical chemistry services to provide all the assays they need, and they don't want to pay for analytical chemistry services they don't currently use (or use infrequently). This report will focus on explaining how the current analytical capabilities and methods evolved to serve a variety of needs with a focus on why some analytes have multiple analytical techniques, and what determines the infrastructure for these analyses. This information will be

  11. Customer loyalty building

    OpenAIRE

    Nováková, Veronika

    2012-01-01

    This bachelor thesis focuses on the customer loyalty. It gives an example of CRM project which aims to build the loyalty of customers to some brand or product so the customer would return to the company and would be satisfied with all products and services he get.

  12. Understanding customer experience.

    Science.gov (United States)

    Meyer, Christopher; Schwager, Andre

    2007-02-01

    Anyone who has signed up for cell phone service, attempted to claim a rebate, or navigated a call center has probably suffered from a company's apparent indifference to what should be its first concern: the customer experiences that culminate in either satisfaction or disappointment and defection. Customer experience is the subjective response customers have to direct or indirect contact with a company. It encompasses every aspect of an offering: customer care, advertising, packaging, features, ease of use, reliability. Customer experience is shaped by customers' expectations, which largely reflect previous experiences. Few CEOs would argue against the significance of customer experience or against measuring and analyzing it. But many don't appreciate how those activities differ from CRM or just how illuminating the data can be. For instance, the majority of the companies in a recent survey believed they have been providing "superior" experiences to customers, but most customers disagreed. The authors describe a customer experience management (CEM) process that involves three kinds of monitoring: past patterns (evaluating completed transactions), present patterns (tracking current relationships), and potential patterns (conducting inquiries in the hope of unveiling future opportunities). Data are collected at or about touch points through such methods as surveys, interviews, focus groups, and online forums. Companies need to involve every function in the effort, not just a single customer-facing group. The authors go on to illustrate how a cross-functional CEM system is created. With such a system, companies can discover which customers are prospects for growth and which require immediate intervention.

  13. IMPROVE MACHINING PROCESS CAPABILITY BY USING SIX-SIGMA

    Directory of Open Access Journals (Sweden)

    Sanjit Ray

    2011-06-01

    Full Text Available Abstract: Six-Sigma is an improvement strategy for achieving customer satisfaction by reducing variation and thus producing products and services better, faster and cheaper. This study presents a Six-Sigma project of an automotive plant illustrating how the DMAIC methodology and statistical techniques were applied to resolve the issue of manufacturing process capability. This project has substantially benefit ted the organization by reducing the variation of bore size of crank case, achieving zero rejection and improving the on time delivery. By using appropriate qualitative and quantitative tools in different phases of the DMAIC methodology, the critical output, key process inputs and root causes were identified, analyzed and validated. This project methodology can be used in general to reduce process variation for any other manufacturing processes as well, which will help in improving customer satisfaction.

  14. 借助互联网思维开创培训新局面--“以客户价值为导向营销能力研讨班”的实践%Using Internet Thinking to Open up New Dimension in Training-the Practice of “Customer Value-oriented Marketing Capabilities Seminar”

    Institute of Scientific and Technical Information of China (English)

    牟慈

    2014-01-01

    Today, Internet thinking, as a new systemic thinking in business operations, is causing great impact on people’s minds and influencing the political, economic and cultural developments of the society as well as people’s life. In corporate training, Internet training also plays a positive role in driving innovations in training concepts and training modes. The paper uses the practice of “Customer Value-oriented Marketing Capabilities Seminar” to discuss how to take advantage of Internet thinking to break away from conventional training practices and follow the customer value-oriented path to open up new dimension in training.%当今,互联网思维作为一种全新的系统性商业运营思维,正在冲击着人们的思想观念,影响着社会政治、经济、文化、生活等方面的发展趋势。在企业培训中,互联网思维对培训理念、培训模式的的创新,也起到了积极的作用。本文结合“以客户价值为导向营销能力研讨班”的培训实践,探讨如何利用互联网思维,打破传统培训常规,坚持以客户价值为导向,开创培训新局面。

  15. The Role of E-Payment Tools and E-Banking in Customer Satisfaction Case Study: Pasargad Bank E-Payment Company

    Directory of Open Access Journals (Sweden)

    Fatemeh Soleimani Roozbahani

    2015-09-01

    Full Text Available Background: Banks, as the main components of any countries` economic backbone, perpetually try to satisfy the needs and expectations of their customers to increase customer satisfaction, since in today`s competitive world, gaining competitive advantage is a high priority for any organization. On the other hand, the emergence of information technology in the banking industry has provided speed, security, efficiency, and quality of services through electronic banking and electronic payment tools. Therefore, banks and credit firms are constantly trying to increase their quality of services to satisfy their customers and gain competitive advantage. Objective: Since customer satisfaction is a high priority as one of the goals of banks and credit firms, this study aims to investigate the role of e-payment tools and e-banking in customer satisfaction. Methodology: This study is an applied research regarding goal and a correlation type descriptive-survey regarding methodology. The statistical population consists of 80 gold customers of Pasargad bank e-payment company and the sample size was determined 66.35 using Cochran`s equation. Moreover, a questionnaire s used to collect the information. This questionnaire was developed in two sections by the researcher. The validity of the questionnaire is confirmed by a group of experts, including professors and specialists of the field, and its trust is computed using Cronbach`s alpha (α=90%. Furthermore, SPSS software and Pearson`s correlation test were used to analyze the data. Results of the research indicate that there is a positive and significant relationship between e-payment tools and e-banking. Therefore, the results can help to identify effective factors of customer satisfaction and in turn providing competitive advantage for this and similar organizations.

  16. Is Mass Customization Sustainable?

    DEFF Research Database (Denmark)

    Petersen, Thomas Ditlev; Jørgensen, Kaj Asbjørn; Nielsen, Kjeld;

    2011-01-01

    Mass customizers are like other companies currently experiencing an increasing customer demand for environmentally sustainable products as well as an increasingly strict legislation regarding environmental sustainability. This paper addresses the issue whether the concepts mass customization...... and sustainability are fundamentally compatible by asking the question: can a mass customized product be sustainable? Several factors could indicate that mass customized products are less sustainable than standardized products; however other factors suggest the opposite. This paper explores these factors during...... three life cycle phases for a product: Production, Use and End of Life. It is concluded that there is not an unambiguous causal relationship between mass customization and sustainability; however several factors unique to mass customized products are essential to consider during product and process...

  17. Does Innovating Customer Relationship Management Improve Firm Performance?

    DEFF Research Database (Denmark)

    Geersbro, Jens; Ritter, Thomas

    Based on an empirical study of more than 400 B2B firms, this paper investigates the role of innovating a firm’s customer relationship management capability on firm performance. There is a lot of evidence for the positive impact of customer relationship management capability on firm performance...... for relationship management) has a positive correlation with firm performance, the impact is fully mediated by the firms’ relationship management capability. The paper also identifies internal and external drivers of customer relationship management innovation. Not surprisingly customer and competitor dynamics....... This paper advances this stream of literature by analyzing whether or not investments into developing a firm’s customer relationship capability increase firm performance. The findings illustrate that although relationship management innovation (defined as new (to the firm) processes, systems and tools...

  18. Building server capabilities

    DEFF Research Database (Denmark)

    Adeyemi, Oluseyi

    Many western companies have moved part of their operations to China in order to take advantage of cheap resources and/or to gain access to a high potential market. Depending on motive, offshore facilities usually start either as “sales-only” of products exported by headquarters or “production......-only”, exporting parts and components back to headquarter for sales in the home country. In the course of time, the role of offshore subsidiaries in a company’s operations network tends to change and, with that, the capabilities, of the subsidiaries. Focusing on Danish subsidiaries in China, the objective...... of this project is to identify and explain trajectories of offshore subsidiary capability development. The domain of inquiry is defined as value chain capabilities. Given the nature of this objective the chief methodology is longitudinal, partly retrospective, partly real-time, case studies....

  19. Customers as Partners in Radical Service Innovation

    DEFF Research Database (Denmark)

    Scupola, Ada; Nicolajsen, Hanne Westh

    2009-01-01

      Purpose- The main purpose of this paper is to investigate customer involvement and related challenges in radical service innovations in engineering consulting services Design/methodology/approach - The paper uses a case study approach and so called rich descriptions to investigate customer...... involvement, roles and related challenges and conditions in radical service innovations.Findings- One main finding is that customers can engage in radical service innovations in engineering consultancy services and may play a decisive role. In doing this they most likely take on all the three user involvement...... in engineering consulting services on the base of an in depth case study of an engineering consultancy. Research paper...

  20. Ensuring US National Aeronautics Test Capabilities

    Science.gov (United States)

    Marshall, Timothy J.

    2010-01-01

    U.S. leadership in aeronautics depends on ready access to technologically advanced, efficient, and affordable aeronautics test capabilities. These systems include major wind tunnels and propulsion test facilities and flight test capabilities. The federal government owns the majority of the major aeronautics test capabilities in the United States, primarily through the National Aeronautics and Space Administration (NASA) and the Department of Defense (DoD). However, changes in the Aerospace landscape, primarily the decrease in demand for testing over the last 20 years required an overarching strategy for management of these national assets. Therefore, NASA established the Aeronautics Test Program (ATP) as a two-pronged strategic initiative to: (1) retain and invest in NASA aeronautics test capabilities considered strategically important to the agency and the nation, and (2) establish a strong, high level partnership with the DoD. Test facility utilization is a critical factor for ATP because it relies on user occupancy fees to recover a substantial part of the operations costs for its facilities. Decreasing utilization is an indicator of excess capacity and in some cases low-risk redundancy (i.e., several facilities with basically the same capability and overall low utilization). However, low utilization does not necessarily translate to lack of strategic importance. Some facilities with relatively low utilization are nonetheless vitally important because of the unique nature of the capability and the foreseeable aeronautics testing needs. Unfortunately, since its inception, the customer base for ATP has continued to shrink. Utilization of ATP wind tunnels has declined by more than 50% from the FY 2006 levels. This significant decrease in customer usage is attributable to several factors, including the overall decline in new programs and projects in the aerospace sector; the impact of computational fluid dynamics (CFD) on the design, development, and research

  1. Custom-designed orthopedic implants evaluated using finite element analysis of patient-specific computed tomography data: femoral-component case study

    Directory of Open Access Journals (Sweden)

    Nayfeh Jamal F

    2007-09-01

    Full Text Available Abstract Background Conventional knee and hip implant systems have been in use for many years with good success. However, the custom design of implant components based on patient-specific anatomy has been attempted to overcome existing shortcomings of current designs. The longevity of cementless implant components is highly dependent on the initial fit between the bone surface and the implant. The bone-implant interface design has historically been limited by the surgical tools and cutting guides available; and the cost of fabricating custom-designed implant components has been prohibitive. Methods This paper describes an approach where the custom design is based on a Computed Tomography scan of the patient's joint. The proposed design will customize both the articulating surface and the bone-implant interface to address the most common problems found with conventional knee-implant components. Finite Element Analysis is used to evaluate and compare the proposed design of a custom femoral component with a conventional design. Results The proposed design shows a more even stress distribution on the bone-implant interface surface, which will reduce the uneven bone remodeling that can lead to premature loosening. Conclusion The proposed custom femoral component design has the following advantages compared with a conventional femoral component. (i Since the articulating surface closely mimics the shape of the distal femur, there is no need for resurfacing of the patella or gait change. (ii Owing to the resulting stress distribution, bone remodeling is even and the risk of premature loosening might be reduced. (iii Because the bone-implant interface can accommodate anatomical abnormalities at the distal femur, the need for surgical interventions and fitting of filler components is reduced. (iv Given that the bone-implant interface is customized, about 40% less bone must be removed. The primary disadvantages are the time and cost required for the

  2. Detecting drugs at customs

    International Nuclear Information System (INIS)

    The principle of measuring ions by their drift times at atmospheric pressure is not new, but it has been only recently that ion mobility spectrometry (IMS) has been realised as a powerful method of identifying certain molecules of importance at low concentrations. The impetus has arisen initially from the desire of the military to detect chemical warfare agents in the field but more recently has been taken up by police and customs services to monitor drugs of abuse and explosives. The Australian Customs Service (Border Technology) has purchased a number of IM spectrometers and has installed them in all international ports and airports. The first cases of persons apprehended for importation of controlled substances with evidence from IMS have appeared in the courts and the legal system is coming to terms with this new forensic tool. Ion mobility spectrometry may be thought of as time of flight mass spectrometry at atmospheric pressure. The presence of gas gives the possibility of a number of ion-molecule reactions, and the time taken to traverse drift tubes of a few centimetres at a field of typically 25 kV m-1 is around 10-20 ms. Ions are generated by a 63Ni source, which ionises the carrier gas (dry air), which in turn ionises the injected analyte. Detection limits in the low ppb range are found for many substances. Details of sample collection, sensitivity and limitations of the ion mobility spectrometry are given. Extensions to IMS include the use of Fourier Transform method, electro spray and neural networks

  3. Utility planning for customer generation of electricity: principles of economics and uncertainty

    Energy Technology Data Exchange (ETDEWEB)

    Roy, R.K.

    1987-01-01

    Today, the long-standing economic monopoly of electric utilities is eroding as customers increasingly respond to high utility costs by developing their own generating capability. A dominant technology allowing customer generation is cogeneration, the sequential production of two useful energy streams using one fuel source. The Public Utility Regulatory Policy Act of 1978 marked a major turning point for the industry by requiring electric utilities to purchase power generated by others. Development of customer-generated electricity can occur in two modes. In the first mode, customer generated electricity is sold to the utility, displacing utility generation but not reducing the utility's total sales. In the second mode, electricity is generated by the customer and is used on site to bypass the utility. These two modes, while relying on the same basic technologies, create dissimilar planning problems and require distinct policies for utilities and their regulators. In both cases, the increased competition affords opportunities for deregulation, as the possibility of monopolistic pricing practices diminishes. This dissertation examines some of the fundamental characteristics of utility planning and customer generation which need to be addressed in developing both utility and regulatory policy.

  4. 制度因素、顾客响应能力与经营绩效--国有与民营企业的对比研究%Institutional Factors, Customer Response Capability and Business Performance-A Comparative Study between State-owned Enterprises and Private Enterprises

    Institute of Scientific and Technical Information of China (English)

    李巍

    2014-01-01

    Customer response capability (CRC) is the critical capability in strategic management, and is also the key that en-terprises achieve and sustain market competitive advantages. The paper, drawing on institutional theory, undertaking the the-oretical framework of regulative, normative and cultural-cognitive basic systems, using empirical data collected from 247 en-terprises, identifies and verifies the impacts of three types of institutional factors: the adaptive organizational structure, mar-ket-focused organization learning, and top management team risk preference on CRC, and the relationship between CRC and business performance. Then the paper analyzes the differences of above relations under two different ownerships in order to deepen the understanding on the relations of institutional factors, CRC and business performance.%顾客响应能力是企业战略管理领域的重要能力类型,是企业获取持续竞争优势的关键。文章借鉴制度理论观点,以制度因素的管制、规范和文化认知三大基础系统为理论框架,运用247家企业实证数据,识别并验证适应性组织结构、市场聚焦型组织学习和高管团队风险偏好三类制度因素对顾客响应能力的影响作用,以及顾客响应能力与经营绩效的关系;随后在两类所有制形式下,考察上述关系差异性,深化对制度因素、顾客响应能力与经营绩效关系的理解。

  5. Continuing Professional Education of Insurance and Risk Management Practitioners: A Comparative Case Study of Customer Service Representatives, Insurance Agents and Risk Managers

    Science.gov (United States)

    Krauss, George E.

    2009-01-01

    The purpose of this study is to understand how selected insurance practitioners learn and developed in their practices setting. The selected insurance practitioners (collectively customer service representatives, insurance agents, and risk managers) are responsible for the counseling and placement of insurance products and the implementation of…

  6. Traditions and Customs in Community Development: The Case of Nkanu West and Nkanu East Local Government Areas of Enugu State, Nigeria

    Science.gov (United States)

    Adekola, G.; Egbo, Nwoye Charles

    2016-01-01

    This study examined the influence of traditions and customs on community development in Nkanu West and Nkanu East Local Government Areas of Enugu State. The study was carried out with three objectives and three null hypotheses. The research adopted descriptive survey design with a population of 2,125 members of community Based Organizations in the…

  7. Understanding customer experience.

    Science.gov (United States)

    Meyer, Christopher; Schwager, Andre

    2007-02-01

    Anyone who has signed up for cell phone service, attempted to claim a rebate, or navigated a call center has probably suffered from a company's apparent indifference to what should be its first concern: the customer experiences that culminate in either satisfaction or disappointment and defection. Customer experience is the subjective response customers have to direct or indirect contact with a company. It encompasses every aspect of an offering: customer care, advertising, packaging, features, ease of use, reliability. Customer experience is shaped by customers' expectations, which largely reflect previous experiences. Few CEOs would argue against the significance of customer experience or against measuring and analyzing it. But many don't appreciate how those activities differ from CRM or just how illuminating the data can be. For instance, the majority of the companies in a recent survey believed they have been providing "superior" experiences to customers, but most customers disagreed. The authors describe a customer experience management (CEM) process that involves three kinds of monitoring: past patterns (evaluating completed transactions), present patterns (tracking current relationships), and potential patterns (conducting inquiries in the hope of unveiling future opportunities). Data are collected at or about touch points through such methods as surveys, interviews, focus groups, and online forums. Companies need to involve every function in the effort, not just a single customer-facing group. The authors go on to illustrate how a cross-functional CEM system is created. With such a system, companies can discover which customers are prospects for growth and which require immediate intervention. PMID:17345685

  8. Customs duty or duty ?

    OpenAIRE

    Iacob, Constanta; Zaharia, Stefan

    2012-01-01

    The topicality of the study “The concept of a customs debt” is useful to the substantiation of customs policy as a component of commercial community policy and of domestic fiscal policy, so that the customs tax should provide the three functions: fiscal, protectionist and negotiation. The efficiency and transparency of implementation could be partially compromised by the current artificial legislative parallelism maintained between the directly applicable Romanian and community legislations. ...

  9. Optimal Service Policies to Remote Customers with Delay-Limits

    NARCIS (Netherlands)

    Berg, M.; van der Duyn Schouten, F.A.; Jansen, J.B.

    1996-01-01

    This work deals with service provision to remote customers.Two examples are: (i) a manufacturer that has to deliver items to customers in a remote destination, and (ii) a company that provides repair and replacement service to distant clients.In both cases the remoteness of customers suggests order

  10. Customer Service Action Plan

    OpenAIRE

    Department of Health (Ireland)

    2003-01-01

    Customer Service Action Plan One of the fundamental themes of Delivering Better Government (1996) is the â?oachievement of an excellent service for the Government and for the public as customers and clients at all levelsâ?Âù. In 2000, the Quality Customer Service (QCS) Working Group reviewed and revised the 1997 Principles of Quality Customer Service to take account of changes in the environment since 1997, such as the equality agenda. In July 2000, the Government decided that: Click ...

  11. Customer satisfaction and competencies

    DEFF Research Database (Denmark)

    Gritti, Paola; Foss, Nicolai Juul

    We empirically address how customer satisfaction and loyalty in the banking industry may affect profitability. This helps to identify the strategy and competencies necessary to benefit from customer relationships which are important sources for improved performance in the banking. We do this by a......We empirically address how customer satisfaction and loyalty in the banking industry may affect profitability. This helps to identify the strategy and competencies necessary to benefit from customer relationships which are important sources for improved performance in the banking. We do...

  12. On Motivating Customer Involvement in Service Innovation--Theory,Practice Implications and Case Study%顾客参与服务创新的激励问题--理论、实践启示及案例分析

    Institute of Scientific and Technical Information of China (English)

    范秀成; 王静

    2014-01-01

    customers,and should not reduce customers’ capability for creation. Drawing on the mechanism design theory,the enterprises should design the corresponding incentive mechanism,make the customers perceive the protection and rewords from their effort spent on innovation,burst out great enthusiasm and creativity,and create more valuable and new service products.

  13. Prioritizing Effective Factors on Kaleh Company Customer Loyalty

    OpenAIRE

    Abdollah Rezaei; Hassan Aghajani; Mahmoud Yahyazadehfar

    2015-01-01

    In every kind of organization, whether productive or servicing, the most significant factor for maintaining and developing a company is its customers, so that in case a company will succeed in maintaining customer satisfaction and loyalty, it will provide the background for its long-term permanence. Based on the significance of customer loyalty, the present research mainly aims to prioritize effective factors on customer loyalty in Kaleh Company, using FAHP technique. Statistical population o...

  14. New customer services

    DEFF Research Database (Denmark)

    Münster, Marie; Møller Andersen, Frits; Meza, Maria Josefina Figueroa;

    2011-01-01

    This chapter focuses on the challenge of motivating energy service customers to make best use of available smart technologies. This can be done through economic incentives, but also through information and education, regulation and reorganisation, and by improving services or customer comfort...

  15. British Sign Name Customs

    Science.gov (United States)

    Day, Linda; Sutton-Spence, Rachel

    2010-01-01

    Research presented here describes the sign names and the customs of name allocation within the British Deaf community. While some aspects of British Sign Language sign names and British Deaf naming customs differ from those in most Western societies, there are many similarities. There are also similarities with other societies outside the more…

  16. Customer Relationship Management.

    Science.gov (United States)

    Fayerman, Michael

    2002-01-01

    Presents an approach increasingly employed by businesses to track and respond to their customers to provide better and faster services: customer relationship management. Discusses its applicability to the operations of higher education and institutional research and the role it plays in the knowledge management framework. (EV)

  17. Analytics for Customer Engagement

    NARCIS (Netherlands)

    Bijmolt, Tammo H. A.; Leeflang, Peter S. H.; Block, Frank; Eisenbeiss, Maik; Hardie, Bruce G. S.; Lemmens, Aurelie; Saffert, Peter

    2010-01-01

    In this article, we discuss the state of the art of models for customer engagement and the problems that are inherent to calibrating and implementing these models. The authors first provide an overview of the data available for customer analytics and discuss recent developments. Next, the authors di

  18. English Idioms and Customs

    Institute of Scientific and Technical Information of China (English)

    张小乔

    2015-01-01

    Customs is a kind of social phenomenon. They are not the product of individuals but that of the collective in the society,which are affected by politics, economy, religion, literary art and so on and then affect those things in reverse. English idioms aregreatly influenced by English customs.

  19. Managing Global Customers

    NARCIS (Netherlands)

    G.S. Yip (George)

    2009-01-01

    textabstractMultinational companies need to manage their relationships with multinational customers in a globally integrated approach. This paper provides a systematic framework for developing and implementing such global customer management programmes. The paper is based on Chapter 1 of George S. Y

  20. Managing customer service.

    Science.gov (United States)

    Paget, Zoe

    2015-02-28

    Zoe Paget is the customer services manager at YourVets. Her role includes managing the company's call centre, social media marketing, working with the marketing department to develop customer care initiatives and reporting service levels to the company's directors. PMID:25722341

  1. Welfare and Customs Unions

    OpenAIRE

    Carsten Kowalczyk

    1990-01-01

    This paper proposes that Viner's celebrated trade diversion and trade creation terminology for the customs union problem be abandoned. As the alternative is offered a welfare calculus based upon the terms-of-trade and volume-of-trade taxonomy from the theory of tariffs. The paper discusses, by application of this calculus, the two outstanding controversies in the theory of customs unions.

  2. Adding requirements on customers to current quality models toimprove quality : development of a customer ‐ vendor interaction

    OpenAIRE

    Abrahamsson, Sten; Isaksson, Raine

    2010-01-01

    In most descriptions of business development and models for Corporate Governance, contacts between supplier and customer are for the most part focused on the supplier’s responsibility to identify and document customer requirements in order to enable the organization to meet customer requirements (stated and unstated). In the actual contact between customer and supplier it has been observed in several cases that there are aspects of the interaction not described in traditional theoretical qual...

  3. Investigate the Customers' Behavioral Intention to Use Mobile Banking Based on TPB, TAM and Perceived Risk (A Case Study in Meli Bank

    Directory of Open Access Journals (Sweden)

    Hossein Rezaie Dolat Abadi

    2012-10-01

    Full Text Available The aim of this study is to analysis the factors affecting the use of mobile banking in city of Isfahan. For this purpose, Theory of planned behavior (TPB ,Technology acceptance model (TAM and perceived risk were used to construct a model to study the adoption intention of mobile banking .We designed a questionnaire and used it to survey a randomly selected sample of customers of Meli bank. A total of 165 pieces of questionnaire papers are given out to the community randomly. We analyzed the data using Structured Equation Modeling (SEM to evaluate the strength of the hypothesized relationships; the results provide support of the integrated TAM, TPB and perceived risk models and confirm its robustness in predicting customers' intention of adoption of mobile banking. The results indicated that the behavioral intention to use mobile banking is positively affected mainly by perceived behavioral control and subjective norm.

  4. CUSTOMER LOYALTY THEORETICAL ASPECTS

    Directory of Open Access Journals (Sweden)

    Margarita IŠORAITĖ

    2016-08-01

    Full Text Available Customer loyalty - is a voluntary user solution for a long time to build relationships with the company. Loyalty is the user's desire for a long time to continue their relationship with a particular company, because loyal customers are those who purchase goods/services of the company from time to time. Loyalty can be treated as a customer desire, willingness to be a regular customer for a long time, buying and using the goods of the chosen companies by recommending them to friends and colleagues. Loyalty can be seen as a multi-dimension, covering behavioral and positional components, where positional aspect reflects customers' approach to business, while the behavioral dimension reveals a frequent and regular shopping, purchase quantity, size, range, availability, etc.

  5. How Customers Choose Hotels

    Directory of Open Access Journals (Sweden)

    Hera Oktadiana

    2011-05-01

    Full Text Available In the advancement of hospitality industry, thus it is important for hotel sales and marketing to understand the customer behavior in order to create effective marketing. Factors that influence customer behavior as individuality consist of personal and interpersonal factors. Personal factors include the needs, wants, motivation, perception, learning, personality, lifestyle, and self-concept. Meanwhile, interpersonal factors come from culture and sub-culture, group references, customers through stages before deciding to purchase. Begin with the awareness about the needs, customers then find information about the product or service that could be used to solve the problems. After having the information, customers select the best product and service before deciding to purchase. After purchasing, the last stage is evaluation of product and service, whether it is satisfying or not.

  6. Delivering customer solutions

    International Nuclear Information System (INIS)

    Convergence of the energy industries began with customer's demands for the best energy choice and value. In a converged energy market customers buy year-round home comfort, rather than gas heat or electric air conditioning. Union Gas has been facilitating cogeneration development to its customers since the mid 1980's. A brief description of the corporate context of Union Gas and Centra Gas was provided. Convergence at the retail level was discussed in detail. The essence of converge at the retail level is that an energy service provider will tailor products and services to meet a customer's specific needs for choice, value and best prices. Consequently, a residential customer will have the choice to select an environmentally preferred fuel source for home comfort, plus billing options, merchandise and repair services, all for one price, and from one utility

  7. An empirical investigation into the effects of inorganic corporate expansion on customer-based brand equity: the case of the Renault-Nissan Alliance

    OpenAIRE

    Wood, Adam Vance Thomas

    2007-01-01

    When companies enter into mergers, acquisitions or alliances, their brands become inextricably linked. This paper investigates the effect of mergers, acquisitions and alliances on consumer perception of brands involved. Analysing the Renault-Nissan Alliance of 1999, it uses in-depth, semi-structured interviews to gauge changes to customer-based brand equity post-Alliance. Results show that the level of perceived affiliation between allied brands at consumer level affects the degree of perceiv...

  8. Customer is King? A Framework to Shift from Cost- to Value-Based Pricing in Software as a Service: The Case of Business Intelligence Software

    OpenAIRE

    Baur, Aaron,; Genova, Antony,; Bühler, Julian; Bick, Markus

    2014-01-01

    Part 1: Digital Services International audience With a shift from the purchase of a product to the delivery of a service, cloud computing has revolutionized the software industry. Its cost structure has changed with the introduction of Software as a Service (SaaS), resulting in decreasing variable costs and necessary amendments to the software vendors’ pricing models. In order to justify the gap between the software’s price and the incremental cost of adding a new customer, it is essent...

  9. A Case Study on the Impact of Customization, Fitness, and Operational Characteristics on Enterprise-Wide System Success, User Satisfaction, and System Use

    OpenAIRE

    Celeste See-Pui Ng

    2000-01-01

    Enterprise resource planning (ERP) system success is of paramount importance for almost all organizations, as it is a prerequisite for improved and continuous benefit-realization. This study investigates the impact of ERP business dynamics (i.e., system customization required), system fitness (i.e., process fit, data fit, and user interface fit) and functional area operational characteristics on ERP system success, user satisfaction and system use. The author draws on relevant theoretical bac...

  10. A Case Study on the Impact of Customization, Fitness, and Operational Characteristics on Enterprise-Wide System Success, User Satisfaction, and System Use

    OpenAIRE

    Celeste See-Pui Ng

    2013-01-01

    Enterprise resource planning (ERP) system success is of paramount importance for almost all organizations, as it is a prerequisite for improved and continuous benefit-realization. This study investigates the impact of ERP business dynamics (i.e., system customization required), system fitness (i.e., process fit, data fit, and user interface fit) and functional area operational characteristics on ERP system success, user satisfaction and system use. The author draws on relevant theoretical bac...

  11. Electronic Customer Relationship Management (eCRM) from the Perspective of Two Banks with Online Marketing in Pakistan : case of HSBC PK and Standard Chartered Bank PK

    OpenAIRE

    Abdul, Shakoor

    2011-01-01

    This study observes an approach which is known as explorative because it aims to evaluate and examine online media as a tool for e-CRM. In addition, this involves the approach known as iterative also depends on the data, which is qualitative in congestion with observational information. This study builds on the existing literature and theories within customer relationship marketing (CRM). The subfield to CRM, called e-CRM, is further studied the phenomenon of online marketing and online CRM (...

  12. Atmospheric Release Advisory Capability

    International Nuclear Information System (INIS)

    The Atmospheric Release Advisory Capability (ARAC) project is a Department of Energy (DOE) sponsored real-time emergency response service available for use by both federal and state agencies in case of a potential or actual atmospheric release of nuclear material. The project, initiated in 1972, is currently evolving from the research and development phase to full operation. Plans are underway to expand the existing capability to continuous operation by 1984 and to establish a National ARAC Center (NARAC) by 1988. This report describes the ARAC system, its utilization during the past two years, and plans for its expansion during the next five to six years. An integral part of this expansion is due to a very important and crucial effort sponsored by the Defense Nuclear Agency to extend the ARAC service to approximately 45 Department of Defense (DOD) sites throughout the continental US over the next three years

  13. Building Server Capabilities

    DEFF Research Database (Denmark)

    Adeyemi, Oluseyi

    2013-01-01

    Many western companies have moved part of their operations to China in order to take advantage of cheap resources and/or to gain access to a high potential market. Depending on motive, offshore facilities usually start either as “sales-only” of products exported by headquarters or “production......-only”, exporting parts and components back to headquarter for sales in the home country. In the course of time, the role of offshore subsidiaries in a company’s operations network tends to change and, with that, the capabilities, of the subsidiaries. Focusing on Danish subsidiaries in China, the objective...... of this project is to identify and explain trajectories of offshore subsidiary capability development. Given the nature of this objective the chief methodology is longitudinal, partly retrospective, partly real-time, case studies....

  14. The Effect of Advertising Spending on Brand Loyalty Mediated by Store Image, Perceived Quality and Customer Satisfaction: A Case of Hypermarkets

    Directory of Open Access Journals (Sweden)

    Farhina Hameed

    2013-01-01

    Full Text Available First, the study aims to investigate the effect of advertising spending on brand loyalty. Second, to test the mediating role of store image, perceived quality and customer satisfaction in above mentioned relationship. A quantitative approach was employed, using 15-item, 5-point Likert scale questionnaire administered to 360 participants. Data from the departmental stores are used to examine the direct and indirect impact of advertising spending on brand loyalty. Confirmatory Factor Analysis and Structural Equation Modeling were carried out using Amos-18 to evaluate the results. The study found complex results of advertising spending on brand loyalty. The results showed insignificant direct impact of advertising spending on perceived quality and brand loyalty where as significant direct impact on customer satisfaction and store image. However, store image and perceived quality are confirmed as mediators in the relationship between advertising spending and brand loyalty. The inclusion of brand trust variable can better describe the relationship of advertising spending with brand loyalty. The results of the study highlights the value of advertising spending in building brand loyalty that suggests managers of the departmental stores should give emphasis on advertising spending and on store image that lead towards brand loyalty. It contributes to the current body of knowledge by improving the understanding of advertising spending and brand loyalty. The major contribution of this study is the comparison of theoretical model with mediating model to evaluate the effect of advertising spending on brand loyalty along store image, perceived quality and customer satisfaction.

  15. A study on the effect of advertisements on customers' willingness to accept banking services based on modulatory role of brand: A case study of Bank Parsian

    Directory of Open Access Journals (Sweden)

    Ali Jahan

    2013-05-01

    Full Text Available During the past few years, there have been growing competition in banking industry in Iran and there is a growing trend on emerge of new banks, which makes it difficult for existing banks to keep market share. In this paper, we study the effect of advertisements on customers’ willingness to accept banking services based on modulatory role of brand. The proposed study has been performed among 440 randomly selected customers in city of Tehran, Iran who were doing banking business with one of Iranian banks called Parsian. The results of survey have been analyzed using structural equation modeling and the preliminary results indicate that there was a positive and meaningful relationship between brand advertisement and associate name and brand identification. However, there was no meaningful relationship between brand advertisement and customer loyalty towards to brand. In addition, the results of survey indicate there was a meaningful relationship between brand equity components including perception quality on brand name, customer awareness from brand, loyalty to brand and customers’ willingness to accept banking services on modulatory role of brand.

  16. Building Service Provider Capabilities

    DEFF Research Database (Denmark)

    Brandl, Kristin; Jaura, Manya; Ørberg Jensen, Peter D.

    process. We find that clients influence the development of human capital capabilities and management capabilities in reciprocally produced services. While in sequential produced services clients influence the development of organizational capital capabilities and management capital capabilities....

  17. Customer satisfaction survey for clothing store Pointguard

    OpenAIRE

    Hautamäki, Eeva

    2007-01-01

    This study was conducted to clarify which factors influence customer satisfaction and why is it important. In the study overall satisfaction of case company, Pointguard, was studied as well. In the theoretical part factors influencing customer satisfaction are introduced and explained in detail. Main chapters discuss of expectations and quality, but other factors such as personal and situational factors are handled as well. Material for the theory was collected from literature and articles. F...

  18. Demanding customers in the Chinese context

    OpenAIRE

    Gamble, Jos

    2009-01-01

    This research explores the unexpectedly demanding nature of local customers in foreign invested retail stores in China. Data are drawn from interviews conducted with over 200 local and expatriate staff at UK and Japanese-invested stores. The study briefly outlines China’s retail sector, provides case study examples of ‘demanding’ customers and then suggests factors that might account for these characteristics. In particular, it highlights the extent to which China’s marketplace is characte...

  19. Customer Relationship Management in a Tourism Company

    OpenAIRE

    Drushinin, Janita; Kallunki, Suvi

    2012-01-01

    The purpose of this thesis was to study customer relationship management in a tourism company. The aim was to provide external insights of the operations to Lomalinja Oy Tampere, which was chosen as the case company. The overall objective was to selectively combine areas of customer relationship management in order to have a cohesive and successful understanding of the topic. The data of this study were collected from literature, the internet and by using an open interview. The aim of the...

  20. Customization and Customer-Product Learning

    DEFF Research Database (Denmark)

    Jørgensen, Kaj Asbjørn

    2011-01-01

    , through the performance level and the experience level to the learning level at the top. This model has a dual view with customers/demand at one side and product/supplier at the other side. It is developed so that it can be generally applied and, typically, product designers must decide how far up...... in levels the customisation should aim. This paper sets special focus on the upper levels of customisation, especially the learning level, and it is shown that products with a large range of user-oriented functionalities often require much training to use and that customers on the other hand are sometimes...... not prepared for such a learning effort. Means for overcoming this inequality must come in focus by the supplier and provided with the product....

  1. Moving from customer lifetime value to customer equity

    OpenAIRE

    Drèze, Xavier; Bonfrer, André

    2009-01-01

    We study the consequence of moving from Customer Lifetime Value maximization to Customer Equity maximization. Customer equity has traditionally been seen as the discounted sum of the lifetime earnings from all current and future customers and thus it has been largely assumed that maximizing customer lifetime value would lead to maximum customer equity. We show that the transition from CLV to CE is not that straightforward. Although the CLV model is appropriate for managing a single non-replac...

  2. When to "Fire" Customers: Customer Cost-Based Pricing

    OpenAIRE

    Jiwoong Shin; Sudhir, K.; Dae-Hee Yoon

    2012-01-01

    The widespread adoption of activity-based costing enables firms to allocate common service costs to each customer, allowing for precise measurement of both the cost to serve a particular customer and the customer's profitability. In this paper, we investigate how pricing strategies based on customer cost information affects a firm's customer acquisition and retention dynamics, and ultimately its profit, using a two-period monopoly model with high- and low-cost customer segments. Although past...

  3. Customer Loyalty Research : Can customer loyalty programs really build loyalty?

    OpenAIRE

    Romppanen, Maiju; Kellgren, Cecilia; Moradi, Ladan

    2007-01-01

    Background: During the last decades the efforts to foster customer relationships have become important due to increased competition in the consumer markets. One of the most popular strategies have been to introduce customer loyalty programs which are believed to enhance the customer loyalty. The popularity of the customer loyalty programs is based on the beliefs that loyal customers are lucrative and these programs would bond the customers to the company. More recently however, the discussion...

  4. Obtenção da voz do consumidor: estudo de caso em um hotel ecológico Obtaining the voice of customer: a case study in an ecological hotel

    Directory of Open Access Journals (Sweden)

    Augusto de Toledo Cruz Junior

    2003-01-01

    Full Text Available Selecionar as métricas adequadas para compreender e monitorar a satisfação dos clientes é decisivo para que a empresa oriente suas ações e decisões de melhoria na busca do atendimento destas necessidades, em especial no setor de serviços, em que a retenção dos clientes é uma fonte de vantagem competitiva. Neste artigo apresenta-se uma proposta de aferição da satisfação do cliente para o setor de serviços. A pesquisa foi desenvolvida através da abordagem metodológica de estudo de caso, realizado num Hotel Ecológico, no qual é introduzida uma classificação para as características de qualidade críticas, bem como o uso do AHP (Analytic Hierarchy Process como ferramenta de priorização das métricas no modelo proposto. Neste trabalho, propõe-se um instrumento de obtenção da voz do consumidor e uma aplicação piloto.The selection of appropriate metrics to better understand the customer needs is critical. These customer needs should be the driver of company decisions in order to achieve a competitive advantage especially on service sector. This paper presents a customer satisfaction metric system to be used in the service sector. This research was developed through the case study methodology performed in an Ecological Hotel. A ranking of critical characteristics was obtained through the AHP method (Analytical Hierarchic Process. This work is directed toward a proposal of a voice of customer tool and pilot application.

  5. Customer Communication Document

    Science.gov (United States)

    2009-01-01

    This procedure communicates to the Customers of the Automation, Robotics and Simulation Division (AR&SD) Dynamics Systems Test Branch (DSTB) how to obtain services of the Six-Degrees-Of-Freedom Dynamic Test System (SDTS). The scope includes the major communication documents between the SDTS and its Customer. It established the initial communication and contact points as well as provides the initial documentation in electronic media for the customer. Contact the SDTS Manager (SM) for the names of numbers of the current contact points.

  6. Customs control of goods

    Directory of Open Access Journals (Sweden)

    Mentor Gashi

    2015-11-01

    Full Text Available Customs control, is regulated by law in different countries. Different countries define through the law, the control of goods.. Main purpose of this paper is to analyze two types of customs controls, and their effect in reducing avoidance of duty or tax evasion which may be caused by the import of goods of certain companies. For this reason we researched which model is implemented in developing countries and what results were reached through questionnaires. In this sense the next research question, consists in defining the moment of customs control pre or post-clearance control of goods.

  7. Involving Customer Relations in Contextual Design

    DEFF Research Database (Denmark)

    Simonsen, Jesper

    1996-01-01

    This paper presents a case study in the form of a contextual design project, the aim of which was to design a system for a particular organization. The starting point in the case was a need in the organization for a specific system. The case involved an analysis of the organizations customer...... point of the design project, how the project was conducted, and which results it ended up with. This is followed by a discussion of the effects of, and lessons learned by, involving customer relations in contextual design....

  8. A study on the effect of advertisements on customers' willingness to accept banking services based on modulatory role of brand: A case study of Bank Parsian

    OpenAIRE

    Ali Jahan; Abolfazl Danaei; Mohammad Saeidfar

    2013-01-01

    During the past few years, there have been growing competition in banking industry in Iran and there is a growing trend on emerge of new banks, which makes it difficult for existing banks to keep market share. In this paper, we study the effect of advertisements on customers’ willingness to accept banking services based on modulatory role of brand. The proposed study has been performed among 440 randomly selected customers in city of Tehran, Iran who were doing banking business with one of Ir...

  9. The Possibilities for University-Based Public-Good Professional Education: A Case-Study from South Africa Based on the "Capability Approach"

    Science.gov (United States)

    McLean, Monica; Walker, Melanie

    2012-01-01

    The education of professionals oriented to poverty reduction and the public good is the focus of the article. Sen's "capability approach" is used to conceptualise university-based professional education as a process of developing public-good professional capabilities. The main output of a research project on professional education in South Africa…

  10. Students' Perceptions of the Usefulness of an E-Book with Annotative and Sharing Capabilities as a Tool for Learning: A Case Study

    Science.gov (United States)

    Lim, Ee-Lon; Hew, Khe Foon

    2014-01-01

    E-books offer a range of benefits to both educators and students, including ease of accessibility and searching capabilities. However, the majority of current e-books are repository-cum-delivery platforms of textual information. Hitherto, there is a lack of empirical research that examines e-books with annotative and sharing capabilities. This…

  11. Accelerator and electrodynamics capability review

    Energy Technology Data Exchange (ETDEWEB)

    Jones, Kevin W [Los Alamos National Laboratory

    2010-01-01

    Los Alamos National Laboratory (LANL) uses capability reviews to assess the science, technology and engineering (STE) quality and institutional integration and to advise Laboratory Management on the current and future health of the STE. Capability reviews address the STE integration that LANL uses to meet mission requirements. The Capability Review Committees serve a dual role of providing assessment of the Laboratory's technical contributions and integration towards its missions and providing advice to Laboratory Management. The assessments and advice are documented in reports prepared by the Capability Review Committees that are delivered to the Director and to the Principal Associate Director for Science, Technology and Engineering (PADSTE). Laboratory Management will use this report for STE assessment and planning. LANL has defined fifteen STE capabilities. Electrodynamics and Accelerators is one of the seven STE capabilities that LANL Management (Director, PADSTE, technical Associate Directors) has identified for review in Fiscal Year (FY) 2010. Accelerators and electrodynamics at LANL comprise a blend of large-scale facilities and innovative small-scale research with a growing focus on national security applications. This review is organized into five topical areas: (1) Free Electron Lasers; (2) Linear Accelerator Science and Technology; (3) Advanced Electromagnetics; (4) Next Generation Accelerator Concepts; and (5) National Security Accelerator Applications. The focus is on innovative technology with an emphasis on applications relevant to Laboratory mission. The role of Laboratory Directed Research and Development (LDRD) in support of accelerators/electrodynamics will be discussed. The review provides an opportunity for interaction with early career staff. Program sponsors and customers will provide their input on the value of the accelerator and electrodynamics capability to the Laboratory mission.

  12. Large Customers (DR Sellers)

    Energy Technology Data Exchange (ETDEWEB)

    Kiliccot, Sila [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States)

    2011-10-25

    State of the large customers for demand response integration of solar and wind into electric grid; openADR; CAISO; DR as a pseudo generation; commercial and industrial DR strategies; California regulations

  13. ASD Customer Satisfaction Survey

    Data.gov (United States)

    Department of Veterans Affairs — ASD implemented a customer satisfaction survey for our products and services. This feedback will provide a better understanding of how ASD products and services can...

  14. Customization through Homeschooling.

    Science.gov (United States)

    Ray, Brian D.

    2002-01-01

    Describes why home school is a natural environment for customizing instruction to meet the individual needs of students, especially those with special needs and talents. (Contains 19 references.) (PKP)

  15. Utility customer issues

    International Nuclear Information System (INIS)

    Customer issues affected by the restructuring of the $250 billion US electric power industry were discussed. In the past the industry's vertically integrated utilities conducted their business in protected geographic markets. With deregulation and greater competition, that industry structure will change. This presentation highlighted the strategies that Unicom is using to react to the restructuring of the electric power industry. The underlying principle is for the utility to reinvent itself to change its market orientation and focus on customer services, such as reliability, responsiveness, custom tailored solutions, and guaranteed savings over time. Attempting to become total energy providers and delivering integrated solutions to meet the needs of large industrial and commercial consumers, intensive market research, improved service and installation, and sophisticated customer retention initiatives will also have to be high on the agenda

  16. Arkitektur & Mass customization

    DEFF Research Database (Denmark)

    Ryborg Jørgensen, Thomas

    2007-01-01

    Publikationens ambition er at udrede og give indblik i produktindustriens seneste udvikling med forretnings- og produktionsstrategien Mass Customization, og dermed en indgang til de muligheder og problemer der knytter sig til implementering af disse eller tilsvarende strategier i byggebranchen, og...

  17. Bank Customers Management System

    Directory of Open Access Journals (Sweden)

    Ebubeogu Amarachukwu Felix

    2015-08-01

    Full Text Available ABSTRACT The purpose of this project is in partial fulfilment of the requirements of Bachelor of Science Hon in Information Technology. The Design and development of this Bank customers Management system provides a more secured approach in managing bank customers information which strengthens the relationships between banks and their customers by providing the right solutions that uses a multi-level security to improve customer satisfaction. The technology used in developing this project is ASP.NET and the programming language used to develop this project is C and the IDE used is Microsoft Visual Studio 2013 professional in designing the front end while the back end uses Microsoft SQL Server 2012.

  18. Encounters with immigrant customers

    DEFF Research Database (Denmark)

    Mygind, Anna; Espersen, Sacha; Nørgaard, Lotte Stig;

    2013-01-01

    OBJECTIVES: To explore the challenges that Danish community pharmacy staff encounter when serving non-Western immigrant customers. Special attention was paid to similarities and differences between the perceptions of pharmacists and pharmacy assistants. METHODS: A questionnaire was distributed...... so with an ethnic Dane. Use of under-aged children as interpreters during the past month was reported by 79% of respondents. Regarding suggestions on how to improve encounters with immigrant customers, most respondents listed interventions aimed at patients, general practitioners and pharmaceutical...

  19. Customer relationship marketing

    OpenAIRE

    Sæter, Jan Øyvind

    2006-01-01

    Customer relationship marketing has become an interesting choice of strategy for companies in today’s competitive markets. Different positioning strategies like price and product quality are easy to imitate, eluding the importance of sustainable competitive advantage. The customers need to be attracted and bonded towards the store through relationships. The paper discusses several factors affecting relationship marketing and the advantages with this strategy. Through the the...

  20. Fading Customer Relationships

    OpenAIRE

    Åkerlund, Helena

    2004-01-01

    This dissertation is based on the assumption that fading customer relationships are important phenomena to understand in order for companies to prevent a future relationship termination, manage a desired relationship termination, or manage the situation where the relationship strength temporarily or permanently has weakened but where the customer still stays with the same service provider. It is assumed that fading could take different forms and develop through a range of different proces...

  1. The customer has escaped.

    Science.gov (United States)

    Nunes, Paul F; Cespedes, Frank V

    2003-11-01

    Every company makes choices about the channels it will use to go to market. Traditionally, the decision to sell through a discount superstore or a pricey boutique, for instance, was guided by customer demographics. A company would identify a target segment of buyers and go with the channel that could deliver them. It was a fair assumption that certain customer types were held captive by certain channels--if not from cradle to grave, then at least from initial consideration to purchase. The problem, the authors say, is that today's customers have become unfettered. As their channel options have proliferated, they've come to recognize that different channels serve their needs better at different points in the buying process. The result is "value poaching." For example, certain channels hope to use higher margin sales to cover the cost of providing expensive high-touch services. Potential customers use these channels to do research, then leap to a cheaper channel when it's time to buy. Customers now hunt for bargains more aggressively; they've become more sophisticated about how companies market to them; and they are better equipped with information and technology to make advantageous decisions. What does this mean for your go-to-market strategy? The authors urge companies to make a fundamental shift in mind-set toward designing for buyer behaviors, not customer segments. A company should design pathways across channels to help its customers get what they need at each stage of the buying process--through one channel or another. Customers are not mindful of channel boundaries--and you shouldn't be either. Instead, they are mindful of the value of individual components in your channels--and you should be, too. PMID:14619155

  2. Customer Oriented Organisations

    OpenAIRE

    Pau Adriana

    2011-01-01

    Customer orientation is a complex, multidimensional concept, that includes dimensions like: motivation of an employee for meeting the customers’ requirements, abilities necessary for an employee to satisfy the customer’s needs, freedom of the employee to make decisions aimed at meeting the customer’s needs and desires. Customer oriented organisations offer services with a high level of quality that ensures the customer’s satisfaction.

  3. Who are wellness customers?

    OpenAIRE

    Marković, Suzana; Raspor, Sanja; Komšić, Jelena

    2015-01-01

    Although wellness is becoming an increasingly popular concept in practice, academic research regarding wellness services, in general, and tourists as wellness customers, in particular, is lacking. Thus, the purpose of this study is to identify the main characteristics of wellness customers in hotel wellness settings. The study was conducted in hotel wellness centres in the Opatija Riviera (Croatia). The empirical research was organized in two steps, using two different instruments for collect...

  4. CUSTOMER RELATIONSHIP MANAGEMENT

    OpenAIRE

    Gray, Paul; Byun, Jongbok

    2008-01-01

    In order to maintain in a market economy with the competition becoming increasingly tough, with consumer preferences and demands more sophisticated and diverse, a company must manage in the best possible way the relations with the existing and potential customers to know their preferences, attitudes, purchasing behaviour, motivations, in order to attract the proper clients for their company products. These goals may be achieved by implementing a strategy called “Customer Relationship Manageme...

  5. 电力集团客户缴费案例研究%Study on the Payment Case of Electric Power Group Customers

    Institute of Scientific and Technical Information of China (English)

    王立群; 吴薇; 吕敏; 黄蓓雯

    2014-01-01

    为方便集团客户缴费和账务处理,某电力公司客户服务中心在公司营销部的直接指导下,拓展了集团客户缴费业务,并率先在中国电信和中国移动两大集团客户中试点运作。这一业务的成功开展,极大地方便了集团客户的缴费和账务处理,也方便了电力公司出账,同时有效降低了电力公司的出账成本。%For the convenience of group customers’ payment and accounting treatment, the customer care center of a certain electric power company expands the group customers’ payment business under the direct guidance of the company’s marketing department, and takes the lead in conducting the pilot run in the two big group customers of China Telecom and China Mobile. The successful development of this business brings much convenience to group customers’ payment and accounting treatment, and also to electric power company’s entering an item of expenditure in the accounts, and at the same time, effectively reduces the cost of electric power company’s entering an item of expenditure in the accounts.

  6. Exploring of Relationship between Corporation Social Responsibility and Loyalty and Satisfaction Customer and the Facilitating Role of Advertising on It (Case study: SHIRAZIT Co.

    Directory of Open Access Journals (Sweden)

    Mohammad Reza Abbasi

    2012-01-01

    Full Text Available Being effective is not the only responsibility of organizations but providing different services to society in which they live. Basically, an organization comes through to life upon social and general needs and its basic reason of existence is good production or providing services to the society. So, their entity, both organization and society, is in close relation together and each of which cannot be survived without another. The result of such relationship is that each act and decision of organization affects the society. This consequence causes each member of society knows itself participating in organizations performance and in return has this expectation that organizations be responsible to them. Here, the problem is that whether social responsibility is just a cost or organizations could be able to take advantage of benefits like loyalty and customer satisfaction? Furthermore, is advertising important on this process or not? First, based on combining-extending approach, we provide a new model and then using this model, SHIRAZIT Corporation will be looked into. Results of this study show that doing social responsibility by SHIRAZIT Corporation could be resulted in loyalty and customer satisfaction and in this process advertising activities could be quite facilitating. In aspect of strategy, this study is a correlation and in facet of goal is a descriptive-applicable approach.

  7. The Effect Of Industrial Competition Intensity And Capabilities On Business Strategy And Performance A Case Study Of Internet Service Providers In Indonesia

    Directory of Open Access Journals (Sweden)

    Nurul Hermina

    2015-08-01

    Full Text Available The business performance within the Internet industry in Indonesia needs to be upgraded. The main objective of this study is to analyze the influence of Industrial Competition Intensity and Capabilities on Business Strategy and Performance within the Internet industry in Indonesia. This study has utilized a representative sample of 70 Internet Service Providers ISPs with a web survey sampling technique. The collected data are analyzed using Partial Least Squares Path modeling. The analysis shows that variables such as industrial competition intensity and capabilities have significant positive impacts on business strategies and business performance. Out of the two variables it is found out that capabilities provide greater influence.

  8. Understanding the Processes of Customer Acquisition, Customer Retention and Customer Relationship Development

    OpenAIRE

    Alina Filip; Lelia Voinea

    2012-01-01

    Attracting new customers is an objective pursued by any organization, which in the actual competitive environment is almost inevitably facing with a phenomenon of customer migration. Therefore, lost customers must be replaced and this process involves specific activities of prospects identification, communication channels selection and choice of the adequate supply for targeting potential customers. Processes of customer retention and customer relationship development are a logical continuati...

  9. The Impact of Customer-Based Brand Equity on Customer Acquisition and Customer Retention

    OpenAIRE

    F. Stahl; Heitmann, M; Lehmann, D R

    2010-01-01

    The topic of marketing accountability is of great interest to marketing researchers and professionals. In this paper, we model the impact of customer-based brand equity on customer acquisition and customer retention which can be used as the basis for calculating customer equity. Using actual purchase data of 39 automobile brands sold in the US between 1999 and 2008 we derive customer acquisition and customer retention from first-order Markov brand-switching matrices. Brand equity is defined b...

  10. Customer complaints and recovery effectiveness : A customer base approach

    NARCIS (Netherlands)

    Knox, G.; van Oest, R.D.

    2014-01-01

    Although customer complaints are a well-studied aspect of business, no study has measured the impact of actual complaints and recoveries on subsequent customer purchasing. The authors develop a customer base model to investigate the effectiveness of recovery in preventing customer churn. They calibr

  11. Customer Engagement as a New Perspective in Customer Management

    NARCIS (Netherlands)

    Verhoef, Peter C.; Reinartz, Werner J.; Krafft, Manfred

    2010-01-01

    Since 2000, customer management (CM) research has evolved and has had a significant impact on the marketing discipline. In an increasingly networked society where customers can interact easily with other customers and firms through social networks and other new media, the authors propose that custom

  12. Beyond the Voice of the Customer

    DEFF Research Database (Denmark)

    Goffin, Keith; Varnes, Claus; van der Hoven, Chris;

    2012-01-01

    Although the importance of integrating the voice of the customer into new product development is almost universally accepted, the techniques used by many organizations to identify customers' needs have stagnated. The most commonly used techniques, focus groups and surveys (including both interviews...... are by their nature intangible. One of the most promising approaches to generating a deeper customer understanding is ethnographic market research, which adopts ideas from ethnography, the set of tools social scientists use to study tribal cultures. These techniques can provide deep customer insights......, but their application to new product development is not well studied. We explain the key elements of ethnographic market research, present four cases from the manufacturing and service sectors, and discuss the implications for managers....

  13. Customers as Partners in Radical Service Innovation

    DEFF Research Database (Denmark)

    Scupola, Ada; Nicolajsen, Hanne Westh

    2009-01-01

    ongoing collaboration where creativity and trial and error are crucial. These needs require new ways of communicating and interacting between customer and consultants. Originality/value- This article is original because it generates new insights into conditions and challenges in radical innovations in......  Purpose- The main purpose of this paper is to investigate customer involvement and related challenges in radical service innovations in engineering consulting services Design/methodology/approach - The paper uses a case study approach and so called rich descriptions to investigate customer...... involvement, roles and related challenges and conditions in radical service innovations.Findings- One main finding is that customers can engage in radical service innovations in engineering consultancy services and may play a decisive role. In doing this they most likely take on all the three user involvement...

  14. "The Strategic Effects of Firm Sizes and Dynamic Capabilities on Overseas Operations: A Case-based Comparison of Toyota and Mitsubishi in Thailand and Australia"

    OpenAIRE

    Takahiro Fujimoto; Shinya Orihashi

    2002-01-01

    In international business, much attention has been directed to the international expansion of firms based on their use of resources and competitive capabilities that have been built up in a home country to create a competitive advantage over host-country firms. More recently, the organizational capabilities and competitive advantages of Japanese manufacturing firms in general (in autos, electronics, etc.) have been analyzed as important factors in the establishment of overseas transplants. Th...

  15. "The Strategic Effects of Firm Sizes and Dynamic Capabilities on Overseas Operations: A Case-based Comparison of Toyota and Mitsubishi in Thailand and Australia" (in Japanese)

    OpenAIRE

    Takahiro Fujimoto; Shinya Orihashi

    2002-01-01

    In international business, much attention has been directed to the international expansion of firms based on their use of resources and competitive capabilities that have been built up in a home country to create a competitive advantage over host-country firms. More recently, the organizational capabilities and competitive advantages of Japanese manufacturing firms in general (in autos, electronics, etc.) have been analyzed as important factors in the establishment of overseas transplants. Th...

  16. Customer satisfaction toward TrueMove customer service

    OpenAIRE

    Raja Abbas, Haider; Koobgrabe, Chokaew; Chutima, Punyanuch

    2008-01-01

    Title: Customer Satisfaction toward TrueMove Customer Service Problem Statement: How are TrueMove customers satisfied with the customer service provided at TrueMove shops in Bangkok? Purpose: To evaluate “whether” and “how” TrueMove customers are satisfied or dissatisfied with the customer service provided at TrueMove shops in the Bangkok region with the help of evaluation of service quality by customers of the shop. Theory and Methods: The research bases mainly on quantitative method; that i...

  17. Mobile Test Capabilities

    Data.gov (United States)

    Federal Laboratory Consortium — The Electrical Power Mobile Test capabilities are utilized to conduct electrical power quality testing on aircraft and helicopters. This capability allows that the...

  18. Surveying the impact of satisfaction and e-reliability on customers' loyalty in e-purchase process: a case in Pars Khodro co

    Directory of Open Access Journals (Sweden)

    Vahid Qaemi

    2012-10-01

    Full Text Available Today, customer return issue in e-purchase process is considered as important topic in companies' marketing and managerial decision making. In this paper, we present an empirical study on measuring the impact of e-loyalty for an Iranian auto-industry called Pars Khodro co. The proposed study measures reliability, responsiveness, design, security/privacy as independent variables, e-confidence and e-satisfaction as mediator variable, and e-loyalty as dependent variable. The preliminary results show that effectiveness of e-satisfaction and e-confidence on loyalty and effectiveness of e-confidence on e-satisfaction are in high level. Reliability/Fulfillment and security variables on e-confidence have significant impacts, and effectiveness level of reliability/Fulfillment and responsiveness and website design on e-satisfaction is high. The results indicate that there is no significant relationship between responsiveness and e-confidence.

  19. Examining the Capability of Supervised Machine Learning Classifiers in Extracting Flooded Areas from Landsat TM Imagery: A Case Study from a Mediterranean Flood

    Directory of Open Access Journals (Sweden)

    Gareth Ireland

    2015-03-01

    Full Text Available This study explored the capability of Support Vector Machines (SVMs and regularised kernel Fisher’s discriminant analysis (rkFDA machine learning supervised classifiers in extracting flooded area from optical Landsat TM imagery. The ability of both techniques was evaluated using a case study of a riverine flood event in 2010 in a heterogeneous Mediterranean region, for which TM imagery acquired shortly after the flood event was available. For the two classifiers, both linear and non-linear (kernel versions were utilised in their implementation. The ability of the different classifiers to map the flooded area extent was assessed on the basis of classification accuracy assessment metrics. Results showed that rkFDA outperformed SVMs in terms of accurate flooded pixels detection, also producing fewer missed detections of the flooded area. Yet, SVMs showed less false flooded area detections. Overall, the non-linear rkFDA classification method was the more accurate of the two techniques (OA = 96.23%, K = 0.877. Both methods outperformed the standard Normalized Difference Water Index (NDWI thresholding (OA = 94.63, K = 0.818 by roughly 0.06 K points. Although overall accuracy results for the rkFDA and SVMs classifications only showed a somewhat minor improvement on the overall accuracy exhibited by the NDWI thresholding, notably both classifiers considerably outperformed the thresholding algorithm in other specific accuracy measures (e.g. producer accuracy for the “not flooded” class was ~10.5% less accurate for the NDWI thresholding algorithm in comparison to the classifiers, and average per-class accuracy was ~5% less accurate than the machine learning models. This study provides evidence of the successful application of supervised machine learning for classifying flooded areas in Landsat imagery, where few studies so far exist in this direction. Considering that Landsat data is open access and has global coverage, the results of this study

  20. Customer relationship management: The evolving role of customer data

    OpenAIRE

    Saarijärvi, Hannu; Karjaluoto, Heikki; Kuusela, Hannu

    2013-01-01

    Purpose – Customer relationship management (CRM) developed a separate identity as a result of companies utilising customer data in managing customer relationships. In this evolution, CRM became a heavily company-oriented construct: customer data were used instrumentally to serve companies’ purposes. However, as companies increasingly shift attention from selling products to serving customers, traditional CRM activities, such as segmentation and cross-selling, may prove inappropriate owing to ...