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Sample records for capabilities customers case

  1. 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…

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

    OpenAIRE

    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...

  3. 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....

  4. 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...

  5. The case for customer loyalty.

    Science.gov (United States)

    Sturm, Arthur C

    2004-09-01

    How does customer loyalty grow? Through good customer experiences. Yet some organizations seem to genuinely fail to understand that they can keep or lose a customer in the proverbial blink of an eye. And in this era of increasing customer demands across all industries, it's important that healthcare financial managers understand the correlation between customer loyalty and customer experience.

  6. Customer Lifetime Value: Value Analysis of Customers for a Cellular Phone Operator - The Vivo Case

    Directory of Open Access Journals (Sweden)

    Jorge Brantes Ferreira

    2012-12-01

    Full Text Available The objective of this study is to evaluate customer value for a mobile operator (VIVO, based on the Customer Lifetime Value model (CLV, with the purpose of analyzing how the Brazilian mobile operators‟ industry evaluates its customers and the impact this evaluation might have on retaining customers, especially among those considered to be highly valuable. Supported by the company's annual report and internally collected data, CLV calculations were developed in order to understand how the company's handset subsidies policy could be structured around customer value. The results of this case study show clear differences in value between customer segments, indicating that visions of value and customer management present in the literature are important steps to increase a firm's value strategic management. 

  7. A Case of the Internal Marketing Strategy Making Customer Satisfaction

    OpenAIRE

    2016-01-01

    The director of Kawagoe gastroenterical hospital consider that medical service should be the most kindest service for customer. He values employee satisfaction to make customer satisfaction. It is considered key success factor of internal marketing and suggested process from employee satisfaction to customer satisfaction in this case.

  8. 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

  9. 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...

  10. 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.

  11. 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.

  12. 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.

  13. 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...

  14. Aggregating Case Study Data in Customer Service Training.

    Science.gov (United States)

    Barrington, Gail V.

    An evaluation was conducted to determine the outcomes and impacts of participation in the ALBERTA BEST training program in terms of participant attitudes toward service excellence and business profitability. ALBERTA BEST is a customer service program offered by the Alberta (Canada) government. The evaluation involved a series of case studies…

  15. 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.

  16. 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.

  17. 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

  18. 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.

  19. CUSTOMER SATISFACTION AND ITS DETERMINANTS : Case: Rex Hotel Saigon

    OpenAIRE

    Nguyen, Phuong-Thao

    2016-01-01

    Customer satisfaction is a core issue in customer services. Understanding customer satisfaction and its determinants is vital and essential in hospitality context. The aim of the thesis research was to help the commissioner – Rex Hotel Saigon to obtain a clear view of customer satisfaction and to understand characteristics of their target group. The thesis wishes to confirm whether customer satisfaction factors are similar with the results from previous researches and if there is any correlat...

  20. 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.

  1. 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…

  2. 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.

  3. 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...

  4. Colorado State University: A Midscale Market Solar Customer Case Study

    Energy Technology Data Exchange (ETDEWEB)

    Holm, Alison [National Renewable Energy Lab. (NREL), Golden, CO (United States); Chernyakhovskiy, Ilya [National Renewable Energy Lab. (NREL), Golden, CO (United States)

    2016-12-01

    Despite substantial increases in solar photovoltaic (PV) deployment between 2005 and 2015, a large untapped market for solar PV deployment still exists in midscale market investments by universities. Recent estimates show that if all universities in the United States installed enough solar PV to meet 25% of their annual electricity consumption, this would cumulatively result in just over 16 gigawatts (GW) of additional installed PV capacity. Within this context, midscale market projects - loosely defined as solar PV installations ranging from 100 kilowatts (kW) to 2 megawatts (MW), but more broadly representing installations not captured in the residential or utility-scale sectors - could be an attractive option for universities. This case study focuses on one university solar customer, Colorado State University (CSU), to provide a detailed example of the challenges, solutions, and opportunities associated with university solar power procurement. Between 2009 and 2015, a combined 6,754 kW of both ground-mounted and rooftop solar PV was installed across multiple CSU campuses in Fort Collins, Colorado. This case study highlights CSU's decision-making process, campus engagement strategies, and relationships with state, local, and utility partners, which have culminated in significant on-campus PV deployment.

  5. Customs as Facilitation of Trade. Case of Albania.

    Directory of Open Access Journals (Sweden)

    Etleva Bajrami

    2010-03-01

    Full Text Available Economic cooperation and trade between countries of region is very important as a opening step for entering in big markets like EU-s. All agreements have a huge impact in customs administration for elimination of customs taxes and for facilitation of trade during customs crossing. Trade integration is seen as faster way for countries to complete all necessary condition for European Integration. This process requires fulfillment of all reforms, needed for approaches the development and integration between countries. This process is spread in time because of the feature and difference between society and their economies. Regional economic integration is considered an import component for longterm integration of South Eastern European countries in EU. Membership of Albania in WTO brings a number of free trade agreements, with the main purpose trade liberalization. The essences of these agreements have been liberalization of customs tariffs for increasing foreign trade and attract foreign investors. The loss of customs income will be compensating from imports increasing and economic development in general. The role of Customs has changed from one of a complete focus on revenue collection to a broad role encompassing components of revenue collection, trade facilitation and border security. Simplified customs procedures and documents are very important for improving relation of business and government and also improving business performance. The aim of this paper is to point out the roles, responsibilities and challenges of customs, for concluding this we have conducted a survey for analyzing the performance of customs in Albania.

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

    DEFF Research Database (Denmark)

    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...

  7. SME Customer Service Excellence: A Singaporean Case Study

    Directory of Open Access Journals (Sweden)

    Koh Kelly Sze Wee

    2016-06-01

    Full Text Available In Singapore, service sectors are dominated by SMEs. This study set out to investigate customer satisfaction as a critical factor in SME survival and indeed in helping to maintain the overall health of the economy. In this study, data were collected from a Singaporean SME which supplies and installs glass for construction projects. Departments involved were Sales & Marketing, Administration, and Installation. A questionnaire survey was administered to every customer of the company in 2013 in order to evaluate the services provided by the three departments. Customers were categorized into five groups: main contractors, designers/sub-contractors, property managers, home owners and commercial owners. Data were analyzed in terms of thirteen customer service variables identified from the literature. Statistical methods were applied to data analysis and findings were arrived at. Findings were found to be sufficiently significant to permit the formulation of a Total Customer Service Excellence Model for SMEs in Singapore.

  8. Services Quality on Brand Preference and Purchase Intention of Customers (case study: customers of Saderat bank

    Directory of Open Access Journals (Sweden)

    Yaghoub Ansari

    2016-01-01

    Full Text Available The aim of present article is, define the relation between perceived service quality with the purchase intentions and Brand preference among the customers in Saderat bank of Tehran in Iran. This is a survey research. The research method is a descriptive survey. This study was conducted on customers in Saderat bank of Tehran in Iran. The sample comprises 300 responder, which randomly were chosed. Data of research have been gathered through a researcher-developed questionnaire and sampling has been done through census and analyzed with using the software of SPSS. The validity of the instrument was confirmed by validity of content and the reliability by Cronbach Alpha. Overall findings of research indicated that there is a positive and significant relationship between the perceived service quality and the purchase intentions, there is a positive and significant relationship between the Perceived service quality and the preference of brand and there is a positive relationship between the brand preference and the purchase intentions.

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

    Directory of Open Access Journals (Sweden)

    Gintarė Bliujūtė

    2014-04-01

    Full Text Available 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 order to reveal motives and problems of customerrelationship management implementation the survey was carriedout. 82 companies participated in the survey. At the end of thepaper conclusions are presented.

  10. Tooth Supported Overdenture Retained with Custom Attachments: A Case Report.

    Science.gov (United States)

    Bansal, Siddharth; Aras, Meena A; Chitre, Vidya

    2014-12-01

    Overdenture is a favored treatment modality for elderly patients with few remaining teeth. Roots maintained under the denture base preserve the alveolar ridge, provide sensory feedback and improve the stability of the dentures. Furthermore, the use of copings and precision attachments on the remaining teeth enhances the retention of the denture. This clinical report describes a novel method of fabricating a tooth supported overdenture retained with custom made ball attachments using orthodontic separators as a female component. Customized ball attachments with orthodontic separators are a simple and cost effective alternative treatment to the use of prefabricated attachments for enhancing the retention of tooth supported overdentures.

  11. 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

  12. 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.

  13. 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.

  14. Dynamic capabilities

    DEFF Research Database (Denmark)

    Grünbaum, Niels Nolsøe; Stenger, Marianne

    2013-01-01

    it was dominated by a lack of systematism, assessment, monitoring, marketing speculations and feasibility calculation. Furthermore, the sphere was dictated by asymmetric supplier-customer relationships and negotiation power leading, among other possible factors, to meager profitability.......The consequences of dynamic capabilities (i.e. innovation performance and profitability) is an under researched area in the growing body of literature on dynamic capabilities and innovation management. This study aims to examine the relationship between dynamic capabilities, innovation performance...... and profitability of small and medium sized manufacturing enterprises operating in volatile environments. A multi-case study design was adopted as research strategy. The findings reveal a positive relationship between dynamic capabilities and innovation performance in the case companies, as we would expect. It was...

  15. 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.

  16. 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...

  17. 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...

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

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    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...

  19. 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.

  20. The Adaptive Capabilities of Organizations. Case of Polish Public Hospitals

    Directory of Open Access Journals (Sweden)

    Mariola Ciszewska-Mlinaric

    2009-09-01

    Full Text Available Information gathering and analysis, reaction design and implementation, and activities correction and learning are three types of adaptive capabilities connected to three phases of organizational adaptation to the environment. The primary objective of this article is to present how adaptive capabilities of high and low performers differ. In the second part of the article the key factors influencing the adaptive capabilities of Polish public hospitals will be identified and examined.

  1. 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.

  2. 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.

  3. 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......Companies are increasingly relying on suppliers when developing and manufacturing industrial products. Therefore the supplier relationships of the company need to be managed. This dissertation looks at existing theoretical approaches to supplier relationship management. By studying a number...... of supplier relationships of the company Danfoss Drives, an alternative understanding of the supplier relationship management task is proposed. The case study methodology forms the basis for the applied research design. The alternative understanding sees the management task as one of influencing suppliers...

  4. Sustained Energy Savings Achieved through Successful Industrial Customer Interaction with Ratepayer Programs: Case Studies

    Energy Technology Data Exchange (ETDEWEB)

    Goldberg, Amelie [Oak Ridge National Lab. (ORNL), Oak Ridge, TN (United States); Hedman, Bruce [Oak Ridge National Lab. (ORNL), Oak Ridge, TN (United States); Taylor, Robert P. [Oak Ridge National Lab. (ORNL), Oak Ridge, TN (United States); Russell, Christopher [Oak Ridge National Lab. (ORNL), Oak Ridge, TN (United States)

    2015-10-01

    Many states have implemented ratepayer-funded programs to acquire energy efficiency as a predictable and reliable resource for meeting existing and future energy demand. These programs have become a fixture in many U.S. electricity and natural gas markets as they help postpone or eliminate the need for expensive generation and transmission investments. Industrial energy efficiency (IEE) is an energy efficiency resource that is not only a low cost option for many of these efficiency programs, but offers productivity and competitive benefits to manufacturers as it reduces their energy costs. However, some industrial customers are less enthusiastic about participating in these programs. IEE ratepayer programs suffer low participation by industries across many states today despite a continual increase in energy efficiency program spending across all types of customers, and significant energy efficiency funds can often go unused for industrial customers. This paper provides four detailed case studies of companies that benefited from participation in their utility’s energy efficiency program offerings and highlights the business value brought to them by participation in these programs. The paper is designed both for rate-payer efficiency program administrators interested in improving the attractiveness and effectiveness of industrial efficiency programs for their industrial customers and for industrial customers interested in maximizing the value of participating in efficiency programs.

  5. 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.

  6. 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.

  7. LLNL Center for Microtechnology: Capabilities, Customers, Case Study-HANAA (Handheld Nucleic Acid Analyzer)

    Energy Technology Data Exchange (ETDEWEB)

    Mariella, R

    2002-12-30

    The polymerase chain reaction (PCR) is an enzyme-based chemical reaction that manufactures copies of one or more identifying regions of double-stranded DNA sequences (target sequences). These copies of target DNA are known as ''amplicons''. By creating millions of these copies of the identifying sequences (when they are present!), PCR allows researchers to detect by them, and hence the presence of the relevant organism, with techniques such as electrophoresis, flow cytometry, or spectrometry. Although there are numerous commercial PCR instruments that are designed for bench-top use in a laboratory, the challenges of building a battery-powered instrument that could perform such assays in the field.

  8. 12 CFR 13.100 - Obligations concerning institutional customers.

    Science.gov (United States)

    2010-01-01

    ... that the customer is not capable of making independent investment decisions in general. In other cases... independent judgement if the customer's investment decision will be based on its own independent assessment of... that a customer is making independent investment decisions will depend on the nature of...

  9. 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.

  10. Customer Satisfaction Research: A Case Study of Original Sokos Hotel Olympia Garden

    OpenAIRE

    Truong, Thuan

    2016-01-01

    This thesis research was carried out at Original Sokos Hotel Olympia Garden in summer 2016. The case company is one of three Sokos Hotels located in St. Petersburg, Russia. The hotel aims to deliver a “Cosy living, smart working” environment to all the guests. The thesis project examines customer satisfaction with different service aspects provided at Original Sokos Hotel Olympia Garden and the customers’ willingness to recommend the hotel to others. The thesis also analyzes the factors h...

  11. 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.

  12. 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.

  13. Capability architecture construction for business customer%一种集团客户能力总线架构构建方案

    Institute of Scientific and Technical Information of China (English)

    谭朝丽; 王君庭

    2016-01-01

    本文从集团客户市场进行语音、流量产品的需求能力调用入手,快速和第三方应用、渠道应用进行结合,发展新的收入手段,启动集团产品能力总线架构构建方案。%4G date fl ow using in business group marketing, should break out from current using and fl exibility. This utilization show the important value of business group customer. The deep creativity releasing from the base channel just like voice or date, should be combined with the 3nd party application. This task should be supported by the capability architecture construction.

  14. 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

  15. USING CUSTOM TRIFLANGE IMPLANT IN REVISION HIP ARTHROPLASTY IN PATIENT WITH PELVIC DISCONTINUITY (CASE REPORT

    Directory of Open Access Journals (Sweden)

    R. M. Tikhilov

    2016-01-01

    Full Text Available Revision hip arthroplasty rate is growing, and pelvic discontinuity rate ranges from 1% to 5% of acetabular component revision reasons. According to AAOS acetabular defects classification, pelvic discontinuity is fourth type defect in which cranial part of hip bone is separated from caudal part at acetabular level. Usually it occurs from bone loss secondary to osteolysis, infection, fracture or aseptic loosening. There are a lot of techniques for pelvis discontinuity treatment. Published results of bulk allografts and antiprotrusion cages have generally been poor. More preferable methods with acceptable rate of good results are cup-cage systems and custom triflange acetabular components(CTAC. CTACs are designed based on preoperative CT scans to build a custom titanium 3D-printed implant to address the patient's specific bone defect and provide secure fixation in the ilium, pubis, and ischium. We faced pelvic discontinuity, in which extensive iliac bone loss was added to caudal hip bone part medial displacement and pelvic ring deformity, in patient with multiple hip surgeries. Preoperative investigation called into question the possibility of using off-the-shelf hip implants, which could restore the biomechanics of the hip and provide reliable primary fixation at the same time. We present case report of the patient with pelvic discontinuity and massive bone loss treatment using a custom triflange component.

  16. 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...

  17. 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.

  18. 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.

  19. Optimizing Customer Experience in Omnichannel Retail - Case: K-Rauta Hardware Store

    OpenAIRE

    2016-01-01

    This research studied how customer experience could be optimized in an age of omnichannel retailing when customers are looking for an integrated and seamless shopping experience. The research divided the customer purchasing process into three specific stages: search, purchase and aftersales and aimed to discover what omnichannel strategies best fit into each of the three stages. The study focused on hardware retail, as customers and sales clerks of K-Rauta retail chain were interviewed as par...

  20. Pricing Strategies and Customer Retention : The Case of Airtel (T) Ltd

    OpenAIRE

    Ndyamukama, Gibson; Machibya, Magdalena

    2013-01-01

    This Bachelor’s thesis was done under the consent of Airtel (T)Ltd with a major purpose of finding the correlation between pricing strategies and customer retention. This came about after a long term observation of customers who used to come in and out of Airtel (T) Ltd heading to other competitive companies in the Mobile Telecommunications industry. The Major reason for the shift was discovered to be the Price sensitivity as portrayed by the customers. It was identified that customers...

  1. Customer Representatives As Part-Time Marketers Of Online Services : Case: Tapiola General Mutual Insurance Company

    OpenAIRE

    Niemelä, Jere

    2011-01-01

    The empirical study that this thesis is based on was ordered to be conducted by Tapiola General Mutual Insurance Company, a Finnish customer-owned insurance company that offers its customers general insurance. The purpose of this thesis is to determine the current online services-related competence of customer representatives working at Tapiola General’s customer interface, namely at the company’s branch offices and its contact center. There is great demand within Tapiola General for a b...

  2. 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.

  3. Investigating the effect of relationship marketing aspects on customer satisfaction (Case Study: Boroujerd textile factory

    Directory of Open Access Journals (Sweden)

    Emadldin Hezavehi

    2016-09-01

    Full Text Available In this paper was investigated the effects relationship marketing on customer loyalty and satisfaction.By a 5-point questionnairewere collected Experts and customers opinion in Borujerd textile factory.Then, using statistical methods,significantly and accuracy of Questionnaire was confirmed. Using regression and Kolmogorov-Smirnov test the relationship between independent and dependent variables were examined.Interaction and communication factors have a significant impact on customer satisfaction, alsobonding and empathy dimensions have moderate sensitivity on customer satisfaction. And dimensions of commitment and common values showedlow relatively impact on customer satisfaction.

  4. Customizing ArcGIS for spatial decision support: case study on locating potential small water resevoirs in Benin

    Science.gov (United States)

    Laudien, R.; Thamm, H.-P.; Giertz, S.; Diekkrüger, B.; Bareth, G.

    2006-10-01

    This paper presents a software development approach to customize the GIS software ArcGIS (by ESRI) for spatial decision support. For the case study, example data of the Queme catchment in Benin (Africa) is used to program such a system which will be used to plan the establishment of potential small water reservoirs. Therefore, a new user menu in ArcGIS is introduced which allows (i) the integration of available GIS data from geo-databases, (ii) the easy application of spatial analyses by using implemented expert knowledge, and (iii) the automatic production of maps and reports for potential locations. To fulfil these requirements, the developer software Visual Basic for Applications (VBA) in combination with the ArcObjects library is used as the programming environment. ArcGIS comes with a VBA interface and with the above-mentioned library. Therefore, the software engineer is able to create a comprehensive and user friendly system for spatial decision support which includes numerous analyses tools of ArcGIS. Additionally, various user views can be realized basing on the same platform. First preliminary results show the potential capability of the above-described approach and justify the usage of the ArcGIS software to create spatial decision support systems.

  5. Customer familiarity with new industrial product technology and its influence on adoption: The case of De Beers diamond extraction equipment

    Directory of Open Access Journals (Sweden)

    Nabbie, A.

    2013-05-01

    Full Text Available An investigation was conducted into the influence of industry customers familiarity with new technology on their decisions when purchasing discontinuous industrial products. This was done in the context where the supplier and customer organisations are entities in the same company. Even in this favourable context, continuous products remained successful despite a better solution being available. Literature on this close type of relationship is sparse, mostly because information on such internal processes is generally regarded as competitive. The case investigated was the DebTech division of De Beers, and their experience with products that they design and manufacture for the global diamond mining industry. Product developer and customer data from applicable projects was analysed, and interviews and observations were conducted. The results indicate that familiarity with the product technology favourably influences perceptions of newness, safety, and the ease of integration of a product. Familiarity increases customers propensity to recommend and purchase new-technology products.

  6. 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.

  7. 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.

  8. 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....

  9. 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 ...

  10. 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 ...

  11. 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...

  12. 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...

  13. 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...

  14. 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...

  15. Structural equation modelling of determinants of customer satisfaction of mobile network providers: Case of Kolkata, India

    Directory of Open Access Journals (Sweden)

    Shibashish Chakraborty

    2014-12-01

    Full Text Available The Indian market of mobile network providers is growing rapidly. India is the second largest market of mobile network providers in the world and there is intense competition among existing players. In such a competitive market, customer satisfaction becomes a key issue. The objective of this paper is to develop a customer satisfaction model of mobile network providers in Kolkata. The results indicate that generic requirements (an aggregation of output quality and perceived value, flexibility, and price are the determinants of customer satisfaction. This study offers insights for mobile network providers to understand the determinants of customer satisfaction.

  16. 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.

  17. 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…

  18. 12 CFR 208.101 - Obligations concerning institutional customers.

    Science.gov (United States)

    2010-01-01

    ... that the customer is not capable of making independent investment decisions in general. In other cases... independent judgement if the customer's investment decision will be based on its own independent assessment of... decision-making authority to an agent, such as an investment advisor or a bank trust department,...

  19. 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.

  20. 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…

  1. 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…

  2. 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.

  3. 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.

  4. 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.

  5. Measuring customer profitability through time-driven activity-based costing: a case study at hotel x Jogjakarta

    Directory of Open Access Journals (Sweden)

    Billy Ardiansyah Garry

    2017-01-01

    Full Text Available Travelling intensity has been higher in the past few years making hospitality industry must be ready to provide the best service at optimum prices to customers who purchase and enjoy the services. Hotel as one of the accommodation service providers should be able to allocate resources accurately according to the actual needed capacity and thorough tariff policy for not losing the competition and obtain profit according to how much is projected. TDABC system is the most updated costing system which can assist the allocation of these resources. TDABC system is considered twice important to be applied in the service industry as service is intangible so costing system must show the exact and accurate number of resources used to provide the service. Through TDABC system, Customer Profitability Analysis is conducted with the aim of knowing the level of profitability every customer type possesses and classifying them as profitable or non-profitable customers. A case study had been conducted in a five-star hotel located in the Special Region of Jogjakarta resulting a profit recognized under TDABC system that traditional method used as the hotel’s costing system failed to do so and more proper data on costs and profitability of customers.

  6. 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...

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

    OpenAIRE

    Abdolaziz Abtin; Mostafa Pouramiri

    2016-01-01

    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, desi...

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

    OpenAIRE

    2014-01-01

    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 theory-based paper aims to develop and test a holistic customer ra...

  9. Boost customer loyalty with online support: the case of mobile telecoms providers

    OpenAIRE

    van Riel, A.C.R.; Liljander, V.M.; Lemmink, J.G.A.M.; Streukens, A.C.P.

    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 personalised communication that is considered qu...

  10. 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...

  11. Efficient Marketing Communications towards Russian Customers. Case: Grande Orchidée Fashion Center

    OpenAIRE

    Evtikhevich, Ekaterina

    2014-01-01

    The objective of this thesis was to research what are the most efficient marketing communications of Grande Orchidée Fashion Center towards Russian customers. The focus was kept on individual customers who come regularly to do shopping in Lappeenranta. The theory part of this research work includes an examination of conventional theories of marketing communication tools and analysis of modern marketing in Russia. The empirical part was implemented by studying the current marketing commu...

  12. Assessing Perceptions of Knowledge Management Maturity/Capabilities: A Case Study of SAF/FM

    Science.gov (United States)

    2007-03-01

    an individual, program, or event ( Leedy & Ormrod , 2005). This research is focusing on the maturity/capabilities of the SAF/FM KM program. As such...the data ( Leedy & Ormrod , 2005). This research will use pattern-matching to increase its internal validity. The pattern-matching technique was...which the case study’s results apply to situations beyond the study itself ( Leedy & Ormrod , 2005). Specifically, external validity refers to whether

  13. Customer Satisfaction Index Model on Three Level Of Socioeconomic Status In Bogor Case Study: Customer Satisfaction on Branded Cooking Oil Product

    Directory of Open Access Journals (Sweden)

    Budi Setiawan

    2014-06-01

    Full Text Available Customer satisfaction index models have been developed in many countries, including Indonesia. Those models were commonly not focused on the socioeconomic status (SES of the customer, sothis condition could be a research gap. The aims of this research is to analyze the customer satisfaction index model of branded cooking oil product in Bogor, Indonesia based on SES established from the household monthly routine consumption. Questionnaires were used as primary data collection instrument in this study, while data analysis was carried out with variance based structural equation modeling (SEM which is also known as Partial Least Square (PLS model, and Kruskall Wallis nonparametric test. Perceived quality, perceived value and customer expectation as were significantly influencing the customer satisfaction construct in the structural model. This study also concluded that there is different level of overall customer satisfaction on the three levels of customer’s SES

  14. 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.

  15. 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.

  16. Custom Made Replacement of the Mandibular Condyle in a Case of Fibrous Dysplasia with Cystic Degeneration; A Case Report

    Directory of Open Access Journals (Sweden)

    Jorinde S. L. I. Oostenbroek-Bisschop

    2016-11-01

    Full Text Available This paper describes a rare case of fibrous dysplasia with cystic degeneration in the mandibular condyle. Diagnostic and therapeutic considerations are discussed. A 40-year old woman presented with pain near the region of her right ear. Physical and radiographic examination showed no abnormalities besides the presence of a mixed radiopaque/radiolucent expansive lesion of the right condyle. Pathologic examination showed high bone-turnover with bone formation. Bone scintigraphy showed a monostotic active fibrous lesion in the right part of the mandible. Bisphosphonate treatment did not sufficiently treat the patient’s symptoms and physiotherapy to treat craniomandibular dysfunction as a factor in the pain was also unsuccessful. The patient later developed an acute external otitis due to a narrowed outer ear canal and had to be admitted to the hospital for treatment with intravenous antibiotics. Approximately two years after first presentation, resection of the affected bone (condylectomy and reconstruction with a custom total joint prosthesis was indicated due to repeated functional deficits with considerable morbidity. Pathologic examination of the resected mandibular condyle showed increased bone formation including formation of neocortex and some cystic formation. This was diagnosed as fibrous dysplasia with cystic degeneration. Approximately two years after surgery, the patient functioned well.

  17. 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.

  18. 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.

  19. 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

  20. Providing a Model for Successful Implementation of Customer Relationship Management (Case Study: Zahedan Industrial City

    Directory of Open Access Journals (Sweden)

    Amin-Reza Kamalian

    2013-05-01

    Full Text Available This study presents a model for Successful Implementation of Customer Relationship Management (CRM for small and medium-sized enterprises (SMEs in Zahedan industrial city. Having extensive theoretical study, the factors influencing the success of customer relationship management were identified. Using a standard questionnaire with reliability of 96.2 percent (Cronbach's alpha coefficient, existing and desired situations of these factors were compared by experts' point of view. Research population consists of industrialists and professionals in Zahedan industrial city. Because of small population size, data obtained by the entire population; i.e. 54 companies. This applied study is in descriptive-analytical type. Data analysis was performed using SPSS software. Results indicated that all factors affecting the success of implementing customer relationship management, except technology, are used in these companies.

  1. 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.

  2. 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.

  3. 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 

  4. 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.

  5. 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.

  6. 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…

  7. "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…

  8. 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…

  9. 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.

  10. 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.

  11. 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.

  12. Surgically assisted rapid palatal expansion with tent screws and a custom-made palatal expander: a case report.

    Science.gov (United States)

    Park, Kang-Nam; Lee, Chang Youn; Park, In Young; Kim, Jwa Young; Yang, Byoungeun

    2015-12-01

    Rapid palatal expansion(RPE) with the tooth-born appliance is not sufficient to apply to the patients with periodontal problem or insufficient tooth anchorage, and it leads to tipping of the anchorage teeth and increasing teeth mobility and root resorption. To avoid these disadvantages, we present the case using palatal screws and custommade palatal expander. A 23-year-old patient underwent surgically assisted rapid maxillary expansion with the Hyrax expansion using 4 tent screws. The study models were used to measure the pre-/-post surgical width of the anterior and posterior dental arches with a digital sliding caliper. In the result, the custom-made palatal expander with 4 tent screws is suitable for delivering a force to the mid-palatal suture expansion. And it is low cost, small sized and simply applied. The results indicated that maxillary expansion with the custom-made palatal anchorage device is predictable and stable technique without significant complications in patients.

  13. 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.

  14. 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

  15. 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.

  16. 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...

  17. 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

  18. 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: ...

  19. 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.

  20. 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...

  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. 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...

  3. 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.

  4. 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.

  5. Modeling and simulation of queuing system for customer service improvement: A case study

    Science.gov (United States)

    Xian, Tan Chai; Hong, Chai Weng; Hawari, Nurul Nazihah

    2016-10-01

    This study aims to develop a queuing model at UniMall by using discrete event simulation approach in analyzing the service performance that affects customer satisfaction. The performance measures that considered in this model are such as the average time in system, the total number of student served, the number of student in waiting queue, the waiting time in queue as well as the maximum length of buffer. ARENA simulation software is used to develop a simulation model and the output is analyzed. Based on the analysis of output, it is recommended that management of UniMall consider introducing shifts and adding another payment counter in the morning.

  6. Customized Architecture for Complex Routing Analysis: Case Study for the Convey Hybrid-Core Computer

    Science.gov (United States)

    2014-02-18

    circuits  that  can   be  reconfigured  using  a  hardware  description  language  such  as   Verilog .  Current   state...a   Verilog -­‐based  design  environment,  is  used  to  implement  a  custom-­‐ designed  computer  architecture,  or

  7. 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.

  8. 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.

  9. 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

  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. 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.

  12. Responsibility to Customers in the Context of Public Value Management – a German Case Study

    Directory of Open Access Journals (Sweden)

    Markus Bodemann

    2014-02-01

    Full Text Available This paper provides results obtained within a questionnaire-based survey conducted in small to medium public administrations in Germany. The survey was carried out on the occasion of working out indicators of risks and application of risk management for public sector. The results of the questionnaire enlighten reasons for undesired deviations from plans and strategy; in addition self-estimation of internal or external factors of decisions under not-certainty and their ramifications to the sustainable execution of obligatory and voluntary tasks. Hence the results are helpful to enlighten customer responsibility. This field research was carried out in the period 2009-2012 with data evaluated from 23 filled in questionnaires with 45 questions. Targets were small to middle local municipalities up to 100.000 inhabitants and county administrations up to 400.000 inhabitants in North Rhine Westphalia of prime importance. The public administrations are forced by law to introduce the accrual accounting system, similar to private sector. Financial statements lead to a similar interpretation. Addressed were mayors and treasurers. The research is replenished by borrowings by Van der Wal, et al., 2008 and Bogumil, et al., 2007. Virtual safety of existence and financing of public administrations have influence to the quality and quantity of public provided services and goods. The results of handling uncertainty, isolated projects and political decisions confirmed a peculiar dealing with accountability, responsibility and finances. Recognizing the steady convergence of operations and strategy of public and private sector organization considering leadership, processes or budgets, a peculiar kind of responsibility to the customers is confirmed, but also an endeavor to use the system for personal interests and protection instead to regard themselves as service provider for individual and collective utility, enhancing public value as objective to be legal pursuit

  13. Customer experience

    OpenAIRE

    Koperdáková, Zuzana

    2016-01-01

    Bachelor thesis deals with the theme of customer experience and terms related to this topic. The thesis consists of three parts. The first part explains the terms generally, as the experience or customer loyalty. The second part is dedicated to medotology used for Customer Experience Management. In the third part is described application of Customer Experience Management in practice, particularly in the context Touch Point Analyses in GE Money Bank.

  14. A study on factors influencing customer satisfaction: A case study of hospital dialysis patients

    Directory of Open Access Journals (Sweden)

    Zahra Jamalizadeh

    2013-10-01

    Full Text Available Quality of services is considered as one of the most important factors for customer retention as well as having a healthy business. In this paper, we present an empirical investigation to determine the most important factors influencing patients’ satisfaction in one of Iranian hospitals. The proposed model of this paper uses fuzzy analytical network process (FANP to rank different factors. The proposed model considers four major criteria including employee, management as well as organization, physicians and nurses. Our survey indicates that management and organizational issues are the most important factors followed by issues associated with physicians, nurses and employees. In terms of management and organization, waiting time to receive services is the most important factor followed by geographic location of the hospital, peaceful and quiet environment and quality of services. In addition, our surveyed patients expected their patients to listen to them very carefully and this is the most important item. They also expect nurses to provide a fast and reliable response while they expect employees to treat them with respect.

  15. 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...... from more than 40 product configuration projects in companies providing customer tailored products and services........ 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...

  16. Molding the Behavior of Aggressive Customers : Case Study of Björken Hotel Umeå, Sweden

    OpenAIRE

    Getnet, Hailu Tekeher; Malik, Muhammad Rizwan

    2012-01-01

    Organizations have to understand the customer very well if they want to exist in business. Thisunderstanding of the customer will help organizations to act accordingly. More specifically hotelservices are characterized by frequent interaction with the customers. Thus, these frequentcontacts with the customers may lead to experience dissatisfaction/ frustration when things gowrong. Accordingly, it is important to find out the reasons for such negative emotions andmeasures to be taken to mold t...

  17. Impact assessment of ATM on customer satisfaction of banks in Ghana:a case study of Kumasi,Ghana.

    OpenAIRE

    Boateng, Elliot; Amponsah, Mary; Serwaa-Adomako, Akosua

    2014-01-01

    Bank customers are selective with the banks to transact with since everyone wants the best service for their money. Asa result, there is competition in the banking sector. Each bank wants to give quality services and products to keep up existing customers and broaden their customer base as well. The purpose of this study is to find out if customer needs for direct service transactions with bank employees in the banking halls has reduced due to Automated Teller Machines (ATM) provided for Ghan...

  18. 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 different...... levels of customization, ranging from the structure level at the bottom, through the performance level and the experience level, to the learning level at the top. The model also has a dual view with customers/demand at one side and product/supplier at the other side. It is a rather general model, which...... can be applied to many types of products, and typically, product designers must decide how far up in levels the customization should aim. In this paper, the four-level customization model is applied to wheel chairs....

  19. 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.

  20. 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.

  1. The correlation between Employee Engagement and Service Quality. Case study in Order Management, Customer Logistics

    OpenAIRE

    El, Dolores

    2011-01-01

    The purpose of the presented research is to identify these of the areas that significantly matter for the strong positive correlation between the Employee Enagement and the Service Quality in a particular business case concerning business process improvement of an order management team in a multinational company. The significant areas are identified through a correlation analysis of the answers to an online survey. The results are used for further Measurement, Analysis, Improvement and Contro...

  2. 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.

  3. 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.

  4. 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...

  5. 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.

  6. 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

  7. 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.

  8. 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

  9. The Impact of Service Quality on Customer Satisfaction in a Hotel Industry: Case Company - A&E GmbH

    OpenAIRE

    Gavrilova, Elena

    2017-01-01

    Nowadays customer satisfaction often becomes a subject of interest for researchers and company management. The importance of customers in business processes makes it vital for every company to constantly monitor its customers’ satisfaction. As a hospitality industry is based on offering accommodation, it makes this industry one of the most important branches of tourism. The higher the level of customer satisfaction of the guests, the more successful the hospitality business is. This parti...

  10. The impact of employees\\\\\\' emotional conditions on customer satisfaction and loyalty with the mediating role of rapport (Case study: travelers of Hashemi Nezhad airport of Mashhad who use customs

    OpenAIRE

    Mojtaba Poursalimi; Seyed Mohammadreza Hossaini Moghadam; Hassan Esmaeilian; Atena Ghasemi

    2014-01-01

    Since each customer has its own expectations and opinions, we need to consider customer needs and expectations in order to recognize the main characteristics of customer satisfaction. Undoubtedly, the company who is faster and better in recognizing customer needs and demands and represent services beyond the customer expectation will be the winner. The aim of this study is to investigate the impact of emotional conditions of employees on customer satisfaction and loyalty with the mediating ro...

  11. 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...

  12. 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…

  13. 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

  14. How to strengthen customer loyalty, using customer segmentation?

    Directory of Open Access Journals (Sweden)

    MELNIC Elena Lidia

    2017-01-01

    Full Text Available Do you provide exceptional customer service?”, “Is the customer service in your company extraordinary?” “How to convert satis fied customers into loyal customers?” - are the most frequent questions of today’s managers and have driven the research on this article to getting the answer to a highly important marketing topic “How to strengthen customer loyalty using customer segmentation?”. Anyone who has bought a product or a service has probably suffered at least once from a company’s apparent indifference to what should be its first concern: the customer experiences. If this is the case, the company is in a wrong direction, since loyalty is the most powerful tool in today competitive market. To strengthen the bonds with these high-profit customers, innovative companies are deploying enterprise-wide strategies built on consumer segmentation.

  15. 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…

  16. Joint and Interdependent Requirements: A Case Study in Solving the Naval Surface Fire Support Capabilities Gap

    Science.gov (United States)

    2007-05-17

    support to the multinational forces in Iraq” and are heavily focused on supporting maritime interdiction operations ( MIO ) throughout the world, using the...for Joint Operations CDD Capability Development Document CG Guided Missile Cruiser CID Combat Identification C4ISR Command, Control

  17. 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…

  18. 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.

  19. The Effect of Relationship Marketing towards Customers' Loyalty Mediated by Relationship Quality (Case Study in Priority Bank in Niaga

    Directory of Open Access Journals (Sweden)

    Endang Ruswanti

    2016-10-01

    Full Text Available A large number of banks let people be more free in choosing the best bank for their needs. People can freely switch from one bank to another which makes the loyalty level of bank customers decrease, even though the efforts and cost spent for maintaining the customers is cheaper than the efforts and cost spent on getting new customers. Relationship is one of the answers to the problem, relationship marketing is a marketing principle which emphasizes and takes effort in maintaining good long term relationship with customers. This research aims to, analyze the influence competence, communication, and conflict handling towards relationship quality, mediated by relationship quality, and towards customer loyalty. The research was conducted by collecting quantitative data through questionnaires distributed to 130 respondents. The objects of this research were the priority customers at Niaga Bank, and it used purposive sampling technique. This research conducted by using Structural Equation Model method. The result of this research showed that, (1 relationship marketing which consists of competence component, communication, and conflict handling have significant influence and positively towards relationship quality, partially and simultaneously, (2 relationship marketing have significant influence and positively towards customer loyalty which is mediated by relationship quality, and (3 relationship quality have significant influence and positively towards customer loyalty.

  20. The Effect of Relationship Marketing on Customer Satisfaction (Case Study:Hepco Company Services Market in Markazi Province

    Directory of Open Access Journals (Sweden)

    Matin Milani Tabrizi

    2016-06-01

    Full Text Available The aim of this study is to investigate the effect of relationship marketing on customer satisfaction. The present study is considered applied research and the method is causal and is Field studies. The population of the study includes customers of Hepco Company. Which have been selected by available sampling. To collect data using questionnaires that were collected from previous studies. Cronbach's alpha for this scale was achieved 0.794. To analyze the data from the structural equation modeling and LISREL software is used its result shows that: Relationship marketing on, customer satisfaction is effective. Among the aspects of relationship marketing, dimensions of commitment, communication and reciprocity is effective on customer satisfaction. And shared value on customer satisfaction was not confirmed.

  1. 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

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

    OpenAIRE

    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...

  3. Electricity Customers

    Science.gov (United States)

    This page discusses key sectors and how they use electricity. Residential, commercial, and industrial customers each account for roughly one-third of the nation’s electricity use. The transportation sector also accounts for a small fraction of electricity.

  4. 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.

  5. 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.

  6. 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

  7. Crisis management, capabilities and preparedness: the case of public hospitals in Iran.

    Science.gov (United States)

    Najafbagy, Reza

    2010-01-01

    Crises occurred in recent decades show that organizations' preparedness to predict and respond to undesired problems is directly related to the degree of their capabilities and preparedness to manage crises in this context, hospitals compared to other organizations are more viable to suffer damages if a crisis occurs. This study investigates the degree of public hospitals capabilities and preparedness to handled possible crises. Responses from hospital managers and directors show that most of them were not familiar with crisis management, while majority of them mentioned that they had crisis management plan and committee in their hospitals. Moreover, most of the respondents believed that if a crisis occurs in the hospital, patients, personnel and documents will be the first victims of the crisis. The study also indicates that having a crisis plan and crisis committee without being familiar with knowledge of crisis management, do not help managers to cope with crisis. Moreover, correlations show that older managers were more familiar with crisis management experiences abroad, and defined responsibilities contributed to setting up crisis committee, and taking crisis seriously.

  8. 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.

  9. 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...

  10. 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

  11. 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

  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. Representing Geospatial Environment Observation Capability Information: A Case Study of Managing Flood Monitoring Sensors in the Jinsha River Basin

    Science.gov (United States)

    Hu, Chuli; Guan, Qingfeng; Li, Jie; Wang, Ke; Chen, Nengcheng

    2016-01-01

    Sensor inquirers cannot understand comprehensive or accurate observation capability information because current observation capability modeling does not consider the union of multiple sensors nor the effect of geospatial environmental features on the observation capability of sensors. These limitations result in a failure to discover credible sensors or plan for their collaboration for environmental monitoring. The Geospatial Environmental Observation Capability (GEOC) is proposed in this study and can be used as an information basis for the reliable discovery and collaborative planning of multiple environmental sensors. A field-based GEOC (GEOCF) information representation model is built. Quintuple GEOCF feature components and two GEOCF operations are formulated based on the geospatial field conceptual framework. The proposed GEOCF markup language is used to formalize the proposed GEOCF. A prototype system called GEOCapabilityManager is developed, and a case study is conducted for flood observation in the lower reaches of the Jinsha River Basin. The applicability of the GEOCF is verified through the reliable discovery of flood monitoring sensors and planning for the collaboration of these sensors. PMID:27999247

  15. 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.

  16. Customer portfolios

    DEFF Research Database (Denmark)

    Clarke, Ann Højbjerg; Freytag, Per Vagn; Zolkiewski, Judith

    2017-01-01

    gives managers a tool to help to cope with the dynamic aspects of the customer portfolio. Recognition of the importance of communication to the process, the development of trust and the role of legitimacy also provides areas that managers can focus upon in their relationship management processes......Purpose The purpose of this paper is to extend the discussion about customer portfolios beyond simple identification of models and how they can be used for balanced resource allocation to a discussion about how portfolios should take into account views from relationship partners and how they should...... that helps improve the understanding of how customer portfolio models can actually be applied from a relational perspective. Findings The key aspects of the conceptual framework relate to how alignment of the relationships in the portfolio is achieved. Critical to this are the interaction spaces...

  17. Assessment the solutions which increase active Internet banking customers (The case study: MellatBank branch of Kish

    Directory of Open Access Journals (Sweden)

    Mehdi Karimi

    2016-12-01

    Full Text Available Providing electronic banking services is one of the major requirements in connection with the development of services and customer satisfaction is a top priority, especially customers who are interested to use modern banking services.One glance at the status quo can be realized bank had not achieved much success in customers use ebanking services. Hence this studyidentifies needs, desires, expectations and opinions with e-banking customers in order to increase the bank's Internet Banking active customers.And helps banks and activists in the field of ebanking to focus on these factors in the formulation of their strategies. This study aimed to investigate solutions to increase the willingness of bank customers to use electronic services.To examine the purpose and hypothesis Technology Acceptance Model Davis chosen with four attitudes, perceived usefulness, ease of understanding and willingness to use the customer.This population consists of applied research consisted of all those within 6 months of the second and third year94 received the bank's internet banking user ID and password.For example, simple sampling method was used and the sample size has been calculated by Cochran 96.The questionnaire used in the survey questionnaire technology adoption is Davis. By professors and experts approved the validity and reliability by Cronbach's alpha (0.83 obtained and structural equation model was used to examine the hypotheses of the study. Results show that the three hypotheses regarding attitudes, perceived usefulness and willingness to use Verified by accepting internet banking and internet banking relationship with the ease of understanding has been rejected.

  18. Customer satisfaction

    DEFF Research Database (Denmark)

    Eskildsen, Jacob Kjær; Kristensen, Kai

    2007-01-01

    & 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...... 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....

  19. Customs Inspection

    Science.gov (United States)

    1977-05-01

    required, for the per- DASDD9-%M) ii the single point of contact for formance of customs inspection functions. customs inspecion matters .in the Office...STATUS Onfdlt dotl. member of Rr": 21 DATE if officer of corporation . slu title) ATP OoM 6A N-7s) PtavIoux MuITUONs MAY BE UN&D Figure l-9. Reld.. and...grips. Commonly called HW-4. Serial number over 300,000 denotes the in- corporation of modified hammer safety components. Model HW-5T Double Action

  20. 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.

  1. 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.

  2. 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...

  3. Relationship marketing in customer service – oriented business segment: development of trust as a marketing tool : Case study of the restaurant

    OpenAIRE

    Aleksejeva, Antonija Marija

    2015-01-01

    This thesis work is conducted with the purpose to study the importance of relationship marketing in service industry and design relationship management plan for the case restaurant X emphasizing the trust factor. The main goal is to identify antecedents of customer trust and transform them into applicable management plan. Data for this thesis is collected by critically reviewing literature related to the topic and extracting user generated content from online platforms for analysis in ord...

  4. 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)

  5. 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.

  6. 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.

  7. 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.

  8. 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

    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......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...

  9. 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.

  10. 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…

  11. Influence of new customs procedures and logistic security standards on companies competiveness – a Croatian company case study

    Directory of Open Access Journals (Sweden)

    Aleksandar Erceg

    2014-12-01

    Full Text Available In today’s global market, companies are constantly confronted with the competition on the local, national and international level. Companies therefore use a variety of strategies and tools to become and/or remain competitive. Potential areas for cost reduction in companies are supply chain management and logistic and customs procedures. Implementation of various logistic standards in supply chain management can provide significant cost savings for the company’s daily operations and thus reduce overall costs and improve the competitiveness. Using different customs procedures and logistic standards to reduce their costs and become more competitive in the market is necessary for Croatian companies. The method of using these tools is not a one-time process and requires constant efforts. Companies therefore have to be ready to improve daily to be and remain competitive. Using a variety of modern customs procedures can save their money and time, not only through these procedures, but also through better use of their employee’s time, their own vehicles and other equipment. The paper analyzes various customs procedures and logistic standards that can help companies save time and money and improve their competitiveness. In the example of Croatian company, which uses various available procedures and standards the benefits of their use are shown. Apart from bringing savings in operations, all these procedures and standards allow the company to be better, cheaper and more attractive to buyers.

  12. Capability development among the ultra-poor in Bangladesh: a case study.

    Science.gov (United States)

    Ahmed, Syed Masud

    2009-08-01

    Microcredit is advocated as a development tool that has the potential to reduce poverty, empower participants, and improve health. Results of several studies have shown that the extreme poor, or the ultra-poor, often are unable to benefit from traditional microcredit programmes and can, as a result of taking a loan they cannot repay, sink deeper into economic and social poverty. This case study describes an intervention directed at enabling the ultra-poor rural populations to pull themselves out of poverty. The intervention integrates multiple components, including asset grants for income generation, skills training, a time-bound monthly stipend for subsistence, social development and mobilization of local elite, and health support. Results of an evaluation showed that, after 18 months, the programme positively impacted livelihood, economic, social and health status to the extent that 63% of households (n=5,000) maintained asset growth and joined (or intended to join) a regular microcredit programme. Impacts included improved income, improved food security, and improved health knowledge and behaviour. Applying a social exclusion framework to the intervention helps identify the different dynamic forces that can exclude or include the ultra-poor in Bangladesh in development interventions such as microcredit.

  13. 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

  14. 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

  15. The Economic Partnership Agreements (EPAs) and the Southern African Customs Union (SACU) Region- The Case for South Africa

    OpenAIRE

    Sukati, Mphumuzi A

    2010-01-01

    EPAs between the EU and ACP countries can be viewed as being anti mercantilist and there has been a lot of speculations about their outcome. The aim of the study is to determine the effects of the Economic Partnership Agreements (EPAs) between the European Union (EU) and the Southern African Customs Union (SACU) members using Global Trade Analysis Project (GTAP) version 7. Two scenarios are analysed: first when the other SACU member states sign the EPAs with the EU excluding South Africa and ...

  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. 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.

  18. 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

  19. 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

  20. Understanding Customer Experience Throughout the Customer Journey

    NARCIS (Netherlands)

    Lemon, Katherine N.; Verhoef, Peter C.

    2016-01-01

    Understanding customer experience and the customer journey over time is critical for firms. Customers now interact with firms through myriad touch points in multiple channels and media, and customer experiences are more social in nature. These changes require firms to integrate multiple business fun

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

    Directory of Open Access Journals (Sweden)

    Aija Paananen

    2013-09-01

    Full Text Available 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 review, a framework how to scholars can structure customer value constructs is presented. Originality/value: In business and management research a conceptual confusion prevails and this paper attempts to clarify different types of customer value to provide a better resolution tool for scholars.

  2. An industry case study: a mobile-based business strategy to improve the customer care service in a major retail company

    OpenAIRE

    García Vandenbosch, Leandro; Nicoletti, Matías

    2016-01-01

    Customer service is a key factor that influences customer loyalty and overall satisfaction during the buying experience. With the growth of ecommerce, many companies have detect several issues in the performance of their customer service departments. Customer dissatisfaction may represent significant losses in sales and reputation. In this context, this report describes a success experience in the industry of retail, in which a mobile-based solution was applied to improve the customer service...

  3. 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...

  4. Customer needs, expectations, and satisfaction with clinical neurophysiology services in Ireland: a case for tele-neurophysiology development.

    Science.gov (United States)

    Fitzsimons, M; Ronan, L; Murphy, K; Browne, G; Connolly, S; McMenamin, J; Delanty, N

    2004-01-01

    Although equitable access to services should be based on need, geographical location of patients and their clinicians can give rise to inequalities in healthcare delivery. Development of tele-medicine services can improve equity of access. The specialty of Clinical Neurophysiology (CN), currently under-developed in Ireland provides an example of such potential. This study aimed to determine the needs, expectations, and satisfaction of CN customers, namely patients and referring clinicians. The goal was to examine geographical impediments to access that might be addressed by the introduction of tele-neurophysiology. Two customer surveys were conducted: CN referring clinicians and CN patients. Thirty-one North Western Health Board (NWHB) consultant clinicians responded to a postal survey. Distance and delays caused by long waiting lists were felt to deter or make CN referral irrelevant. Ninety-seven percent believed the lack of a local service negatively impacts on patient management and 93% would welcome the introduction of a tele-neurophysiology service. The geographical location of patient's residence and/or the location of the referring clinician's practice influenced waiting lists for CN. Fifty-eight (105/182) percent of patients living in a region with a CN service compared to 39% (50/128) of those living in a region with no service received an appointment within one month. In addition to the current insufficient CN service capacity in Ireland, these surveys highlighted geographical inequities. Tele-neurophysiology has the potential to speed-up diagnosis, result in more patients being appropriately investigated and be fairer to patients.

  5. 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...

  6. 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.

  7. 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

  8. 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...

  9. 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.

  10. 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

  11. 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.

  12. 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

  13. Customer service: Re-Engineering of handling complain process the aeronautical industrial case; Re-Ingenieria en el proceso de gestion de reclamaciones. Aplicacion al sector aeronautico

    Energy Technology Data Exchange (ETDEWEB)

    Rio-Belver, R. M.; Contreras-Romeral, M. T.

    2009-07-01

    In this paper we analyze the actions carried out in Customer Care in order to improve the complaint's management system in an aeronautical company. The principles of knowledge management are taken as foundation in order to clarify the existing knowledge. A management system is designed based on knowledge of previous cases. Prior to enhance the organizations capacity and the efficiency of the process, its necessary to conduct a through re-engineering of the current process. A diagrammed turn breakdown techniques is used, brainstorming structure, the five questions, to generate the best alternatives. This big quantity of alternatives should be grouped in tasks using the affinity diagram or method Kawakita Jiro. This is achieved measurable improvements in service resolution and therefore an improvement in the products features. (Author) 7 refs.

  14. Surveying your internal customers.

    Science.gov (United States)

    Weir, V L

    1998-06-01

    Internal customers often are overlooked when business techniques are applied. By applying common external customer satisfaction survey techniques to internal business functions, one hospital identified areas for improvement.

  15. Creating an Effective Customer Value Proposition Process

    OpenAIRE

    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...

  16. 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.

  17. PROCESSION OF "TEPUNG TAWAR" AS AN ALTERNATIVE SOLUTION FOR CRIMINAL CASE IN MALAY CUSTOM LAW OF RIAU

    Directory of Open Access Journals (Sweden)

    Erdianto

    2015-01-01

    Full Text Available Implementation of the principle of legality in criminal law enforcement Indonesia in fact has caused some problems in the case and piling them over the prison capacity. It is necessary to find a model that is based on the completion of criminal cases and restorative local wisdom . One model that is “tepung tawar” in Malay society . Through empirical legal research found that the model completion of minor criminal matters in the Malay community is not united in procession “tepuk tepung tawar” but in other models, namely the density “ninik mamak” or different with “tepung tawar” practices applied in Jambi and South Sumatra , but the settlement of disputes and several criminal cases in the Malay community is also done with a model of restorative approaches .

  18. 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

  19. 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.

  20. 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.

  1. 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

  2. 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.

  3. 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-production......, organization and work processes. One of the unique results is that these aspects are linked, which make it possible to make explicit recommendations for an architecture (the way a product family should be structured with clear interfaces), architecture elements and consequences. By means of a case study...

  4. 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...

  5. Customer Touch Point Histories

    DEFF Research Database (Denmark)

    Beckmann, Suzanne C.; Haurum, Helle

    Customers’ engagement behaviours are considered an important source of value to the firm. So far, the discussion has mainly been conceptual and focused on the company’s perspective. By adopting the customer’s perspective we investigated what drive and explain customers’ engagement behaviours...... as reactions to their service encounters over time with a firm, using in-depth interviews. We found the following key factors driving and explaining customers’ engagement behaviours: (1) mundane product and service environment indeed drives customers’ engagement behaviours and mediating capabilities...... are identified, (2) customers produce (positive) value for the firm through engagement behaviours when perceived alignment between firm-initiated experience and product/service is present, and (3) transactions matter and drive (other) engagement behaviours....

  6. 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

  7. 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.

  8. 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.

  9. 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...

  10. 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 ind...

  11. 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

  12. 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.

  13. 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.

  14. 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......, loyalty is a mediator between financial and not-financial customer value and two sources of customer satisfaction, namely relationships with the front office and the branch, on the one hand, and the products offered, on the other....... this by analyzing data collected on 2,105 customers of 118 branches of one of the biggest banks of an Italian banking group. We find that customer satisfaction impacts loyalty, which in turn has a direct effect on financial and non-financial customer value/total customer value/complex customer value. Moreover...

  15. Building Service Provider Capabilities

    DEFF Research Database (Denmark)

    Brandl, Kristin; Jaura, Manya; Ørberg Jensen, Peter D.

    In this paper we study whether and how the interaction between clients and the service providers contributes to the development of capabilities in service provider firms. In situations where such a contribution occurs, we analyze how different types of activities in the production process...... of the services, such as sequential or reciprocal task activities, influence the development of different types of capabilities. We study five cases of offshore-outsourced knowledge-intensive business services that are distinguished according to their reciprocal or sequential task activities in their production...... 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....

  16. Comparison of Fuzzy AHP Buckley and ANP Models in Forestry Capability Evaluation (Case Study: Behbahan City Fringe

    Directory of Open Access Journals (Sweden)

    V. Rahimi

    2015-12-01

    Full Text Available The area of Zagros forests is continuously in danger of destruction. Therefore, the remaining forests should be carefully managed based on ecological capability evaluation. In fact, land evaluation includes prediction or assessment of land quality for a special land use with regard to production, vulnerability and management requirements. In this research, we studied the ecological capability of Behbahan city fringe for forestry land use. After the basic studies were completed and the thematic maps such as soil criteria, climate, physiography, vegetation and bedrock were prepared, the fuzzy multi-criteria decision-making methods of Fuzzy AHP Buckley and ANP were used to standardize and determine the weights of criteria. Finally, the ecological model of the region’s capability was generated to prioritize forestry land use and prepare the final map of evaluation using WLC model in seven classes. The results showed that in ANP method, 55.58% of the area is suitable for forestry land use which is more consistent with the reality, while in the Fuzzy AHP method, 95.23% of the area was found suitable. Finally, it was concluded that the ANP method shows more flexibility and ability to determine suitable areas for forestry land use in the study area.

  17. MODEL APPLICATION MULTIVARIATE ANALYSIS OF STATISTICAL TECHNIQUES PCA AND HCA ASSESSMENT QUESTIONNAIRE ON CUSTOMER SATISFACTION: CASE STUDY IN A METALLURGICAL COMPANY OF METAL CONTAINERS

    Directory of Open Access Journals (Sweden)

    Cláudio Roberto Rosário

    2012-07-01

    Full Text Available The purpose of this research is to improve the practice on customer satisfaction analysis The article presents an analysis model to analyze the answers of a customer satisfaction evaluation in a systematic way with the aid of multivariate statistical techniques, specifically, exploratory analysis with PCA – Partial Components Analysis with HCA - Hierarchical Cluster Analysis. It was tried to evaluate the applicability of the model to be used by the issue company as a tool to assist itself on identifying the value chain perceived by the customer when applied the questionnaire of customer satisfaction. It was found with the assistance of multivariate statistical analysis that it was observed similar behavior among customers. It also allowed the company to conduct reviews on questions of the questionnaires, using analysis of the degree of correlation between the questions that was not a company’s practice before this research.

  18. 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....

  19. 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...

  20. Study on Service Evaluation Based on Customer Value:In the Case of Company A%基于客户价值的服务评价研究-以A公司为例

    Institute of Scientific and Technical Information of China (English)

    王婷

    2016-01-01

    以货运代理企业A公司为例,通过发现其客户服务方面存在的问题,在对有关服务型企业的客户价值评价体系的相关文献进行研究的基础上,总结了一些典型行业的评价体系指标选择,根据评价体系指标的设计原则,采用客户终身价值评价体系,同时加入行为维度和让渡价值中的部分指标,建立了客户价值评价体系,利用层次分析法确定指标权重,从而对客户进行价值评价。最后通过散点图按客户价值评分进行客户分类,将客户分为高价值、潜在价值和低价值三类。%In this paper, in the case of a freight forwarder A, we investigated the problems in their customer service system, then on the basis of studying the relevant literatures on the customer value evaluation system of service providing enterprises, summarized the evaluation index selection practice of several typical industries, and according to the principle in the design of an evaluation index system, adopted the customer life-time value evaluation system. Meanwhile, we incorporated in the behavioral dimension and some indexes pertaining to the customer delivered value, built the customer value evaluation system, and adopted the AHP to weight the indexes. At last, we classified the customers into high-value customers, potential value customers and low-value customers according to the scatter diagram of the customer value scores.

  1. 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

  2. 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...

  3. 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.

  4. 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.

  5. 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.

  6. 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.

  7. Customer Experience Management Overview

    OpenAIRE

    Havíř, David

    2016-01-01

    Purpose of the article: The purpose of this paper is to examine the phenomenon of customer experience and customer experience management through years and summarize recent knowledge in this area. Methodology/methods: The paper is built upon secondary research of research papers of renowned authors in the area of customer experience management. Scientific aim: The aim of the article is to find out potential avenues of further research. Findings: Findings confirmed that customer experience is s...

  8. 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 invo...

  9. 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.

  10. 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.

  11. 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.

  12. 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.

  13. 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.

  14. 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.

  15. 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...

  16. 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.

  17. 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...

  18. Quasi Impact Study on Customers who Shifted from Post Pay to Prepay Electricity Metering System: Case Study of Kenya Power and Lighting Company

    Directory of Open Access Journals (Sweden)

    Peter Mungai Thumbi

    2013-11-01

    Full Text Available The content of this document emphasizes on the need to carry out a professional quasi research work bearing the titles “Impact of”, “Influence of” or “effect of”. More often than not, these words are misinterpreted and misunderstood. If it so happens, the researchers will finally end up presenting a half baked research findings.The researcher, carrying out the work bearing those titles must understand their meaning and the approach required to make the work professional. The importance of understanding the area of study before and after the intervention is ultimately very critical. Why? This enables the researcher to boldly present a proof without any shadow of doubt or contradiction that an impact or a change experienced was indeed as a result of intervention.This document present practical quasi impact research conducted for customers who shifted from post pay metering to prepay, being a case study of Kenya Power Company. It’s a quasi research because it does not reflect a pure impact study. The pure impact study must have a baseline survey study before the intervention was introduced. The samples of research are randomly selected and one group is subjected to an intervention while the other remains as a control group upon which no action is subjected to it. A study on a control group (upon which no intervention was introduced is considered important towards clarification of the authenticity of the findings. It’s critical in that it promotes the accuracy and affirms strongly that the changes experienced in the findings are as a result of an intervention.

  19. 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....... 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...... 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...

  20. 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.

  1. 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.

  2. 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...... literature study and analysis of solution space characteristics a number of metrics are described which can be used for solution space assessment. They are divided into five caterories: Profitability, Utilization, Variety Demand satisfaction, Architecture and Responsiveness. The metrics and be applied as KPI...

  3. 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.

  4. Fault ride-through capability of wind turbine connected to the grid in case of unbalanced voltages

    Directory of Open Access Journals (Sweden)

    Ivanović Zoran R.

    2016-01-01

    Full Text Available This paper deals with control of wind turbine connected to the grid through the back-to-back converter in case of unbalanced grid voltages. The motivation for this research has been found in recent transmission and distribution grid code, which demand modern wind turbines to stay connected to the grid and supply the highest possible apparent power during the grid disturbances. In order to comply with these requirements we proposed improved dual vector current controller to deal with the unbalance imposed by the electrical grid. Controller provides injection of active and reactive power to the grid, even if the voltages are lower than the nominal one. The results are validated using low power prototype and contemporary hardware-in-the-loop emulation platform. In both cases the controller is based on TMS320F2812 DSP. [Projekat Ministarstva nauke Republike Srbije, br. III 042004 and by the Provincial Secretariat for Science and Technological Development of AP Vojvodina under contract No. 114-451-3508/2013-04

  5. Using Internet Thinking to Open up New Dimension in Training-the Practice of “Customer Value-oriented Marketing Capabilities Seminar”%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

    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。

  6. How Customers Choose Hotels

    OpenAIRE

    Hera Oktadiana; Andhika Kurnia

    2011-01-01

    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 throug...

  7. 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

  8. 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

  9. The identification of customer values for development of more attractive product consepts: Case study of high quality business products at high volume production

    OpenAIRE

    Olsen, Tonje Overvik

    2010-01-01

    "If I had asked my customers what they wanted, they would have said a faster horse." Henry FordThis report is written to enhance knowledge on the lean innovation process, and especially how customer value is sought and used as a guide for establishing more attractive product concepts.The world of today is in constant change. Globalization and new technology causes a highly competitive marketplace and companies have to struggle in order to survive. A 70% to 90% failure rate of new products in ...

  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. 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...

  12. 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.

  13. 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

  14. 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…

  15. 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…

  16. 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.

  17. UvA@Work Customer Agriculture Order

    NARCIS (Netherlands)

    Visser, A.

    2013-01-01

    The goal of the UvA@Work is to demonstrate that the KUKA youBot platform is capable of performing the Professional Task as defined in the Field Robot event 2012. The task starts with a customer, which likes to have a specific plant (say a yellow rose), which could be found in a field full of plants

  18. 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

  19. 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…

  20. 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.

  1. 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

  2. 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)

  3. 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...

  4. Customs Modernization Handbook

    OpenAIRE

    De Wulf, Luc; Sokol, José B.

    2005-01-01

    This handbook aims to make a positive contribution to the efforts that many countries are undertaking to modernize their customs administrations. The handbook views a competent and well-organized customs service as one that successfully balances its various responsibilities to ensure a high level of compliance with revenue objectives and regulatory requirements while at the same time inter...

  5. Keeping Your Customers Satisfied.

    Science.gov (United States)

    Maurer, Mary E.

    1996-01-01

    Notes that because child care is a customer-service business with many of the same requirements as any retail business, it is important that providers communicate clearly, help their customers (especially parents), and understand their needs. Offers suggestions for meeting parents' needs and making them feel like active participants in their…

  6. 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。

  7. 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.

  8. 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.

  9. Customer Clustering Based on Customer Purchasing Sequence Data

    Directory of Open Access Journals (Sweden)

    Yen-Chung Liu

    2017-01-01

    Full Text Available Customer clustering has become a priority for enterprises because of the importance of customer relationship management. Customer clustering can improve understanding of the composition and characteristics of customers, thereby enabling the creation of appropriate marketing strategies for each customer group. Previously, different customer clustering approaches have been proposed according to data type, namely customer profile data, customer value data, customer transaction data, and customer purchasing sequence data. This paper considers the customer clustering problem in the context of customer purchasing sequence data. However, two major aspects distinguish this paper from past research: (1 in our model, a customer sequence contains itemsets, which is a more realistic configuration than previous models, which assume a customer sequence would merely consist of items; and (2 in our model, a customer may belong to multiple clusters or no cluster, whereas in existing models a customer is limited to only one cluster. The second difference implies that each cluster discovered using our model represents a crucial type of customer behavior and that a customer can exhibit several types of behavior simultaneously. Finally, extensive experiments are conducted through a retail data set, and the results show that the clusters obtained by our model can provide more accurate descriptions of customer purchasing behaviors.

  10. Customization and Upgrade of ERP systems

    DEFF Research Database (Denmark)

    Dittrich, Yvonne; Vaucouleur, Sebastien

    An increasing number of software systems are developed by customizing a standard product that provides the major part of the functionality. The customizations of Enterprise  Resource Planning systems are examples of such a practice. Nonetheless, little empirical research on the specific...... characteristic of this kind of software development is available. Do the recommendations for “normal” software development also apply in this case? We present an empirical study on ERP customization practices based on video recordings, interviews and a survey. The observed and reported practices challenge some...

  11. On Translation of Chinese Folk Culture Based on Skopos Theory-A Case Study of Commentary of Folk Custom Gallery in Ningbo Museum

    Institute of Scientific and Technical Information of China (English)

    LI Tang

    2016-01-01

    Folk culture plays an indispensable role in the Chinese culture. Therefore, as cultural exchanges between countries be-come more and more frequent, promoting the folk culture has a profound effect on enhancement of cultural soft power. Further-more, this paper has explored translation of commentary of Folk Custom Gallery in Ningbo Museum and summarized six trans-lation methods based on Skopos theory.

  12. Flow Analysis of Code Customizations

    DEFF Research Database (Denmark)

    Hessellund, Anders; Sestoft, Peter

    2008-01-01

    Inconsistency between metadata and code customizations is a major concern in modern, configurable enterprise systems. The increasing reliance on metadata, in the form of XML files, and code customizations, in the form of Java files, has led to a hybrid development platform. The expected consistency...... requirements between metadata and code should be checked but often are not, so current tools offer surprisingly poor development support. In this paper, we adapt classical data flow analyses to detect inconsistencies and provide better static guarantees. We provide a formalization of the consistency...... requirements and a set of adapted analyses for a concrete case study. Our work is implemented in a fast and efficient prototype in the form of an Eclipse plugin. We validate our work by testing this prototype on actual production code; preliminary results show that this approach is worthwhile. We found...

  13. 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...

  14. 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...

  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. 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.

  17. 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.

  18. 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.

  19. 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...

  20. 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...

  1. 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

  2. Research on Manchu customs

    Institute of Scientific and Technical Information of China (English)

    赵昕

    2013-01-01

    As a minority in china, Manchu developed a rich colorful and splendid culture. It is worthwhile studying on its fairy tales, funeral rituals, marriage conventions, sacrificial practices, child-birth and raising customs as well as taboos.

  3. 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...... to one pharmacist and one pharmacy assistant employed at each of the 55 community pharmacies located in the five local councils in Denmark with the highest number of immigrant inhabitants. KEY FINDINGS: The total response rate was 76% (84/110). Most respondents found that the needs of immigrant customers...... interval, CI, 1.27-8.04). Forty-two per cent (n = 35) perceived that immigrant customers put pressure on pharmacy staff resources, while 27% (n = 23) found that the immigrant customer group make work more interesting. More pharmacists than assistants agreed on the latter (OR, 3.43; 95% CI, 1...

  4. 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.

  5. Customer satisfaction and business excellence

    DEFF Research Database (Denmark)

    Kristensen, Kai; Martensen, Anne; Grønholdt, Lars

    The topic for this paper is the link between customer satisfaction and business performance, which makes it possible to use customer satisfaction measures as basis for creating business excellence. First, the paper presents microeconomic models for the relationship between customer satisfaction......, customer loyalty and performance, and optimal customer satisfaction is characterized which will help management choose the right quality parameters for improvement. Second, the paper describes empirical evidence that customer satisfaction measures, based on a modelling approach, have impact on economic...

  6. 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...

  7. Customs control of goods

    OpenAIRE

    Mentor Gashi; Ramadan Gashi

    2015-01-01

    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 que...

  8. 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.

  9. Customer Innovation Process Leadership

    DEFF Research Database (Denmark)

    Lindgren, Peter; Jørgensen, Jacob Høj; Goduscheit, René Chester

    2007-01-01

    Innovation leadership has traditionally been focused on leading the companies' product development fast, cost effectively and with an optimal performance driven by technological inventions or by customers´ needs. To improve the efficiency of the product development process focus has been on diffe......Innovation leadership has traditionally been focused on leading the companies' product development fast, cost effectively and with an optimal performance driven by technological inventions or by customers´ needs. To improve the efficiency of the product development process focus has been...... to handle shorter and faster product life cycles. Continuously changing customer needs are pushing companies' competence of continuous innovation to a maximum - but still this seems not to be enough to stay competitive on the global market and reach the goals of growth. This article therefore suggests...... another outlook to future innovation leadership - Customer Innovation Process Leadership - CIP-leadership. CIP-leadership moves the company's innovation process closer to the customer innovation process and discusses how companies can be involved and innovate in customers' future needs and lead...

  10. Fabricating customized hydrogel contact lens

    Science.gov (United States)

    Childs, Andre; Li, Hao; Lewittes, Daniella M.; Dong, Biqin; Liu, Wenzhong; Shu, Xiao; Sun, Cheng; Zhang, Hao F.

    2016-10-01

    Contact lenses are increasingly used in laboratories for in vivo animal retinal imaging and pre-clinical studies. The lens shapes often need modification to optimally fit corneas of individual test subjects. However, the choices from commercially available contact lenses are rather limited. Here, we report a flexible method to fabricate customized hydrogel contact lenses. We showed that the fabricated hydrogel is highly transparent, with refractive indices ranging from 1.42 to 1.45 in the spectra range from 400 nm to 800 nm. The Young’s modulus (1.47 MPa) and hydrophobicity (with a sessile drop contact angle of 40.5°) have also been characterized experimentally. Retinal imaging using optical coherence tomography in rats wearing our customized contact lenses has the quality comparable to the control case without the contact lens. Our method could significantly reduce the cost and the lead time for fabricating soft contact lenses with customized shapes, and benefit the laboratorial-used contact lenses in pre-clinical studies.

  11. 76 FR 42721 - Automated Commercial Environment (ACE): Announcement of a New Start Date for the National Customs...

    Science.gov (United States)

    2011-07-19

    ... Start Date for the National Customs Automation Program Test of Automated Manifest Capabilities for Ocean....S. Customs and Border Protection (CBP) is announcing that the National Customs Automation Program... National Customs Automation Program (NCAP) test to allow ocean and rail data to be transmitted through...

  12. 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

  13. 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

  14. Transforming organizational capabilities in strategizing

    DEFF Research Database (Denmark)

    Jørgensen, Claus; Friis, Ole Uhrskov; Koch, Christian

    2014-01-01

    -term evolvements within the companies. We develop our framework of understanding organizational capabilities drawing on dynamic capability, relational capability and strategy as practice concepts, appreciating the performative aspects of developing new routines. Our two cases are taken from one author’s Ph......Offshored and networked enterprises are becoming an important if not leading organizational form and this development seriously challenges their organizational capabilities. More specifically, over the last years, SMEs have commenced entering these kinds of arrangements. As the organizational...... capabilities of SMEs are limited at the outset, even more emphasis is needed regarding the issues of developing relevant organizational capabilities. This paper aims at investigating how capabilities evolve during an offshoring process of more than 5 years in two Danish SMEs, i.e. not only short- but long...

  15. Study on the Development Capability of New Energy Industry in China -A Case Study of New Energy Industry Development in Tianjin

    Directory of Open Access Journals (Sweden)

    Wen Wang

    2013-05-01

    Full Text Available This study first introduces the development history of new energy industry. In order to evaluate the development capability of new energy industry, the study set up an evaluation model for development capability of new energy industry. Using this model the study evaluates the development capability of new energy industry in Tianjin.

  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. 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...... and questionnaires), have significant limitations. Customers often struggle to articulate their needs in interviews, and focus groups often generate incremental ideas rather than breakthroughs. Companies in the service sector face an additional challenge, as their customers need to discuss services, which......, 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....

  18. 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

    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.%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。

  19. True or False Customer Engagement Behaviour

    DEFF Research Database (Denmark)

    Haurum, Helle; Beckmann, Suzanne C.

    2014-01-01

    Customers’ engagement behaviours are considered an important source of value to the company. So far, the discussion has mainly been conceptual and focused on the company’s perspective. By adopting the customer’s perspective we investigated how customers perceive their service relationship...... encounters with a company, using in-depth interviews. We found the following key factors driving and explaining customers’ engagement behaviours: (1) transactions matter and inconsistent engagement behaviours are a reality, (2) mundane products and services are still highly relevant for customers, and (3......) different degrees of customer experience alignment with services and products exist. Moreover, the distinction between true and false engagement behaviours we suggest indeed is relevant and we could establish their mediating capabilities....

  20. Smart customers, dumb companies.

    Science.gov (United States)

    Locke, C

    2000-01-01

    Customers today are being bombarded with an overwhelming array of choices. To alleviate customer frustration, say Steven Cristol and Peter Sealey in Simplicity Marketing, companies should stop creating new brands and product extensions. Better to consolidate product and service functions by following a four R approach: replace, repackage, reposition, and replenish. That's an outmoded, dictatorial view of markets, says Christopher Locke. Far from being stymied by choices, customers are rapidly becoming smarter than the companies that pretend to serve them. In this networked economy, people are talking among themselves, and that changes everything. Locke predicts we'll see a growing number of well-defined micromarkets--groups of customers converging in real time around entertaining and knowledgeable voices--such as NPR's car guys and the Motley Fool investment site. "Micromedia" Web sites will replace traditional advertising because they'll provide credible user-supplied news about products and services. Locke contends that an open exchange of information solves the "problem" of choice much better than manipulative strategies like simplicity or even permission marketing. Companies can participate in micromarkets through what Locke dubs "gonzo marketing." If Ford, for example, discovers that a subset of its employees are organic gardeners, it may offer support to a big independent organic-gardening Web site with donations and employee volunteers. This marketing effort would be driven not by advertising managers but by people with genuine interest in each micromarket, so it would have credibility with customers. With gonzo marketing, both companies and their markets will benefit.

  1. Emotional Satisfaction of Customer Contacts

    NARCIS (Netherlands)

    Güngör, Hüseyin

    2007-01-01

    For marketing and customer services researchers and professionals who are interested in customer contacts, customer satisfaction and loyalty issues. Contact centers are playing a pivotal role in customer services of the 21st century. Nevertheless, despite their growing importance and presence, conta

  2. Consumer Preferences for Mass Customization

    NARCIS (Netherlands)

    B.G.C. Dellaert (Benedict); S. Stremersch (Stefan)

    2004-01-01

    textabstractIncreasingly, firms adopt mass customization, which allows consumers to customize products by self-selecting their most preferred composition of the product for a predefined set of modules. For example, PC vendors such as Dell allow customers to customize their PC by choosing the type of

  3. 75 FR 64737 - Automated Commercial Environment (ACE): Announcement of a National Customs Automation Program...

    Science.gov (United States)

    2010-10-20

    ... National Customs Automation Program Test of Automated Manifest Capabilities for Ocean and Rail Carriers... Protection (CBP) will be conducting a National Customs Automation Program test concerning the transmission of...: Background The National Customs Automation Program (NCAP) was established in Subtitle B of Title...

  4. Catalog of Canadian Industrial Capabilities.

    Science.gov (United States)

    1981-09-01

    pressure pipe. They accept custom orders for military projects such as launch tubes (pod and hand-held) and rocket motor casings, etc., for the US Army...developed the CANDU - pressurized heavy water reactor system. It has helped to commercialize the radioisotope industry in the medical, pharmaceutical and...traceability of inspection data. Their quality control policy is said to be approved to meet the requirements of various US DOD QC specifications as

  5. 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.

  6. Fresh perspectives on customer experience

    OpenAIRE

    McColl-Kennedy, Janet; Gustafsson, Anders; Jaakkola, Elina; Klaus, Phil; Radnor, Zoe; Perks, Helen; Friman, Margareta

    2015-01-01

    Purpose – The purpose is to provide directions for future research on: (1) broadening the role of customers in customer experience; (2) taking a practice-based approach to customer experience; and (3) recognizing the holistic, dynamic nature of customer experience across all touch points and over time. Design/methodology/approach – The approach is conceptual identifying current gaps in research on customer experience. Findings – The findings include a set of research questions and re...

  7. Take Five for Customer Service

    OpenAIRE

    Laura J. Ax-Fultz; Barbara E. Eshbach; Evonne N. Loomis; Miller, Richard C.

    2016-01-01

    Businesses leverage excellent customer service to improve profitability. Although not profit-driven, libraries should leverage excellent customer service to achieve their unique missions. Evaluating and improving customer service practices will help a library determine if it is successfully serving its customers. The library should review three areas to improve customer service: the physical space of the library, how library employees work with library policies, and the communication skills o...

  8. TOTAL QUALITY CUSTOMER SATISFACTION MODEL

    OpenAIRE

    Jesús Cruz Álvarez; Jesús Fabián López; Carlos Monge Perry

    2014-01-01

    In today’s business environment, all organizations are required to focus on their customers in order to fully understand their needs. There is a need to drive and engage strategic actions in order to close any potentials gaps between customer´s expectations and manufacture´s deliverables. Current customer satisfaction theory appears to be excluded from a holistic model that broadly covers the extent of customer satisfaction concept.This article empathizes the need of an integrated customer sa...

  9. Analysis of Customer Loyalty through Total Quality Service, Customer Relationship Management and Customer Satisfaction

    Science.gov (United States)

    Binsar Kristian P., Feliks Anggia; Panjaitan, Hotman

    2014-01-01

    This research talks about total quality service and customer relationship management effects toward customer satisfaction and its impact on customer loyalty. Fast food restaurant KFC, always strives to continue to make improvements in total quality service, so that customer satisfaction can be maintained, which in turn will have an impact on…

  10. The impact of customer-specific marketing expenses on customer retention and customer profitability

    NARCIS (Netherlands)

    van Triest, S.; Bun, M.J.G.; van Raaij, E.M.; Vernooij, M.J.A.

    2009-01-01

    We study the effects of customer-specific marketing expenses on customer retention and customer profitability in a business-to-business setting. Using data from a company providing hygiene services, we look at the impact of a hitherto unstudied type of expense targeted at individual customer relatio

  11. The impact of customer-specific marketing expenses on customer retention and customer profitability

    NARCIS (Netherlands)

    van Triest, S.; van Raaij, E.M.; Bun, M.; Vernooij, M.

    2007-01-01

    We study the effects of customer-specific marketing expenses on customer retention and cus-tomer profitability in a business-to-business setting. Using data from a company providing hygiene services, we look at the impact of a type of expenses targeted at individual customer relationships: the offer

  12. A special case of the Poisson PDE formulated for Earth's surface and its capability to approximate the terrain mass density employing land-based gravity data, a case study in the south of Iran

    Science.gov (United States)

    AllahTavakoli, Yahya; Safari, Abdolreza; Vaníček, Petr

    2016-12-01

    This paper resurrects a version of Poisson's Partial Differential Equation (PDE) associated with the gravitational field at the Earth's surface and illustrates how the PDE possesses a capability to extract the mass density of Earth's topography from land-based gravity data. Herein, first we propound a theorem which mathematically introduces this version of Poisson's PDE adapted for the Earth's surface and then we use this PDE to develop a method of approximating the terrain mass density. Also, we carry out a real case study showing how the proposed approach is able to be applied to a set of land-based gravity data. In the case study, the method is summarized by an algorithm and applied to a set of gravity stations located along a part of the north coast of the Persian Gulf in the south of Iran. The results were numerically validated via rock-samplings as well as a geological map. Also, the method was compared with two conventional methods of mass density reduction. The numerical experiments indicate that the Poisson PDE at the Earth's surface has the capability to extract the mass density from land-based gravity data and is able to provide an alternative and somewhat more precise method of estimating the terrain mass density.

  13. PRIORITIZATION OF CUSTOMER NEEDS IN HOUSE OF QUALITY USING CONJOINT ANALYSIS

    Directory of Open Access Journals (Sweden)

    K.G. Durga Prasad

    2010-06-01

    Full Text Available The priority structure of customer needs in House of Quality (HOQ forms the basis for the company to make the product more attractive to customers. In the traditional Quality Function Deployment (QFD approach, the priority structure of customer needs is developed through assigning different importance weights for customer needs, which are based on QFD team members' direct experience with the customers or on the results of surveys. In this paper Conjoint analysis is adopted to obtain the priority structure of customer needs. The priority ratings of customer needs may be different for different customer segments. k-means cluster method is used to cluster customers according to their main benefits. Prior to adopt the conjoint analysis, Factor analysis is employed to reduce the size of the customer needs portion of HOQ. A case study on domestic refrigerator is presented to illustrate the proposed methodology to establish priority structure of customer needs.al unit, which would significantly improve the business.

  14. 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.

  15. Early warning system for potential churners among mortgage customers

    Science.gov (United States)

    Irpan, Hamidah Muhd; Aidid, Sharifah Sakinah Syed Hassan; Mohmad, Sarahiza; Ibrahim, Noorazilah

    2014-07-01

    Retaining existing customer is a major task for many companies because cost to acquire new customers is higher than retaining existing customers. For mortgage business in Bank X, customer relationship management plays a big role to understand their customers' profile and churners so that suitable action can be done to retain their potential churners. Objectives of this study are (1) understanding their customers' profile and churners, (2) modeling potential churners using neural network model and (3) to deploy the model to identify potential churners. Data was divided into two parts: sampling (67,470 cases) and scoring (4,488 cases). Analysis was done using SAS Enterprise Miner. Dependent variable is churner/non churner while independent variables are balance and amount of loan, interest rate offered installment amount, loan performance, months in arrear, vintage, tenure, age, race and gender. Potential churners were identified as Malays, followed by Indian, other races and Chinese. Nonperforming loan and male customers tend to churn compared to performing loan and female customers. Younger customers with small loan amount, balance and monthly instalment, higher interest rate, have many months in arrears, longer vintage and tenure have higher tendency to churn from Bank X. Hence, Bank X should focus on the potential churners for their campaign to minimize the expenses of retaining existing customers by doing an effective campaign with high successful rate.

  16. 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…

  17. Closed Loop Supply Chains for Sustainable Mass Customization

    DEFF Research Database (Denmark)

    Nielsen, Kjeld; Brunø, Thomas Ditlev

    2013-01-01

    Closed loop supply chains reducing waste, energy consumption and natural resource depletion which all contribute to more sustainable production and products. For mass customization however, the challenges of closed loop supply chains are emphasized by the large variety of inbound end......-of-life products from customers which complicates handling and forecasting. This paper analyses these challenges in the specific context mass customization using theoretical considerations and three case studies....

  18. NEW APPROACHES IN THE RETAIL BANKING SYSTEM FOR CREATING LONG TERM LOYALTY RELATIONSHIPS WITH CUSTOMERS: CASE STUDY ON THE ROMANIAN MARKET

    Directory of Open Access Journals (Sweden)

    Elena Lidia Melnic

    2016-07-01

    Full Text Available With the rise of digital technologies, increasingly informed consumers expect banks to do more than connect with them, more than satisfy them and even more than delight them. They expect banks to listen and respond to them, with personalized offers, overdrawing their expectations. Consumers have access to online reviews, compare products and can move very quickly from one partner to another, being more demanding and more prepared than ever to appreciate the offer of financial services. However, only an attractive offer of banks is not the key to success today if is not supported by a superior service culture, that can make notable differentiation in the market as a competitive advantage. In order to highlight the new approach of superior service culture in the Retail Banking System I chose to make a qualitative research on the Romanian market since Romania is one of the most attractive destinations for the investors in the banking system considering the growth prospects of attracting European funds and financial intermediation. Through this analysis I present the customers’ expectations nowadays and how successful Banks carefully cultivate customer satisfaction and loyalty.

  19. Outsourcing customer support : The role of provider customer focus

    NARCIS (Netherlands)

    Wuyts, S.H.K.; Rindfleisch, A.; Citrin, A.

    2015-01-01

    An increasing number of firms are outsourcing customer support to external service providers. This creates a triadic setting in which an outsourcing provider serves end customers on behalf of its clients. While outsourcing presents an opportunity to serve customers, service providers differ in their

  20. EOSDIS Customer Support Challenges

    Science.gov (United States)

    Moses, J. F.; Boquist, C. L.

    2006-05-01

    The Earth Observation System Data and Information System (EOSDIS) is a large, complex data system currently supporting over 18 operational NASA satellite missions including the flagship EOS missions: Terra, Aqua, and Aura. The observations collected by these missions are kept at geographically distributed data centers. EOSDIS manages over four petabytes of data accessed by over 200,000 distinct users last year. The data centers distributed more than 37 million Earth science data products during 2005 to a diverse customer community. An important goal for these data centers is to provide an adequate service at a uniform level for the user community to ensure we get the most benefit from our investment in space resources. This paper discusses the challenges, the ways the data centers coordinate among themselves to provide service, and recent results of measuring customer satisfaction with this service.

  1. Profiling the Mobile Customer

    DEFF Research Database (Denmark)

    Jessen, Pernille Wegener; King, Nancy J.

    2010-01-01

    of significant concerns about privacy and data protection. This second article in a two part series on "Profiling the Mobile Customer" explores how to best protect consumers' privacy and personal data through available mechanisms that include industry self-regulation, privacy-enhancing technologies......Mobile customers are increasingly being tracked and profiled by behavioural advertisers to enhance delivery of personalized advertising. This type of profiling relies on automated processes that mine databases containing personally-identifying or anonymous consumer data, and it raises a host...... discusses the current limitations of using technology to protect consumers from privacy abuses related to profiling. Concluding that industry self-regulation and available privacy-enhancing technologies will not be adequate to close important privacy gaps related to consumer profiling without legislative...

  2. The Expert System Designed to Improve Customer Satisfaction

    CERN Document Server

    Devi, P Isakki alias

    2011-01-01

    Customer Relationship Management becomes a leading business strategy in highly competitive business environment. It aims to enhance the performance of the businesses by improving the customer satisfaction and loyalty. The objective of this paper is to improve customer satisfaction on product's colors and design with the help of the expert system developed by using Artificial Neural Networks. The expert system's role is to capture the knowledge of the experts and the data from the customer requirements, and then, process the collected data and form the appropriate rules for choosing product's colors and design. In order to identify the hidden pattern of the customer's needs, the Artificial Neural Networks technique has been applied to classify the colors and design based upon a list of selected information. Moreover, the expert system has the capability to make decisions in ranking the scores of the colors and design presented in the selection. In addition, the expert system has been validated with a different...

  3. Customer Satisfaction, Product Quality and Performance of Companies

    Directory of Open Access Journals (Sweden)

    Suchánek Petr

    2015-01-01

    Full Text Available This paper presents an analysis of quality, customer satisfaction and business performance in food industry. The main objective of the research is to determine the influence of quality on customer satisfaction and on business performance and competitiveness. In particular, this paper answers the following research question: Does the quality of a product result in a satisfied customer and thereby in a well-performing business? Customer satisfaction is defined as the satisfaction of the customer with a product and the business performance as a capability to generate profit. Therefore, satisfaction was examined by the means of a survey using questionnaires, and the performance was measured by financial data. We managed to find a correlation between the main factors, although partial results were due more factors mostly statistically insignificant.

  4. Bayesian feature selection to estimate customer survival

    OpenAIRE

    Figini, Silvia; Giudici, Paolo; Brooks, S P

    2006-01-01

    We consider the problem of estimating the lifetime value of customers, when a large number of features are present in the data. In order to measure lifetime value we use survival analysis models to estimate customer tenure. In such a context, a number of classical modelling challenges arise. We will show how our proposed Bayesian methods perform, and compare it with classical churn models on a real case study. More specifically, based on data from a media service company, our aim will be to p...

  5. REQUIREMENT PRODUCT CONFIGURATION IN MASS CUSTOMIZATION

    Institute of Scientific and Technical Information of China (English)

    Wang Xin; Tan Jianrong; Zhang Shuyou; Wu Peining

    2005-01-01

    On the basis of researching on requirement product configuration in mass customization, the concept of product family requirement class (PFRC) and requirement-matching template are put forward. A case-based requirement product configuration (CB-RPC) model and corresponding requirement product model are established. The result of requirement product configuration is obtained by using the method of two-level similar matching. In addition, the effect of the method on requirement responding is analyzed. Finally, the model and the method given are applied in elevator industry, and have improved the enterprise's ability of rapid responding to customer's requirements.

  6. Customer Complaint Behaviour in Service

    OpenAIRE

    Tronvoll, Bård

    2008-01-01

    It is vital for every service provider to get feedback from its customers. This is especially important when a customer has perceived an unfavourable service experience. One way to receive feedback from these customers is to encourage and make it easy for them to complain. Scholarly knowledge about complaint behaviour gives the service provider valuable insight about service problems and how to improve e.g. service offerings, service processes and interactions, to increase customer satisfacti...

  7. Transitional Process from Manufacturer to Service Provider and Capability Development: A Case Study of Shangu Co.%制造企业向服务商转型的服务延伸过程与核心能力构建——基于陕鼓的案例研究

    Institute of Scientific and Technical Information of China (English)

    诸雪峰; 贺远琼; 田志龙

    2011-01-01

    As an exploratory study, this paper explores the process of service development of Shangu and the core capabilities development during the process of strategic change. The case study results indicate that a manufacturer may experience an incremental pattern from product-based services to services based on customer actions. And during the above process, it will develop the technologybased capability, and capability of integrating all resources. Our results may not only enrich service theory, but also provide practical suggestions for Chinese manufacturers.%作为一项探索性案例研究,从时间纵向发展角度探讨了陕鼓从制造商向服务商转型过程中的服务模式延伸路径,以及相应的核心能力构建.案例研究结果表明,制造企业向服务商转型过程中,企业会依次经历基于产品的增值服务、基于顾客行为服务的渐进式发展模式.在该渐进式模式中,企业逐渐构建以领先技术为基础的核心能力、整合企业内外部资源的核心能力等,而且服务模式延伸与核心能力构建之间是紧密的协同关系.

  8. 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...

  9. Building server capabilities in China

    DEFF Research Database (Denmark)

    Adeyemi, Oluseyi; Slepniov, Dmitrij; Wæhrens, Brian Vejrum;

    2012-01-01

    The purpose of this paper is to further our understanding of multinational companies building server capabilities in China. The paper is based on the cases of two western companies with operations in China. The findings highlight a number of common patterns in the 1) managerial challenges related...... to the development of server capabilities at offshore sites, and 2) means of how these challenges can be handled....

  10. Reforming Customs Clearance in Pakistan

    OpenAIRE

    Ahmad, Manzoor

    2010-01-01

    Simple, fast, transparent customs clearance procedures encourage trade-and the resulting tariffs and related taxes raise government revenue and stimulate economic development. After outsourcing failed to make customs more efficient or increase revenue, in 2002 Pakistan began pursuing a modern single window system for customs clearance. In 2005 the system was introduced at the port of Karac...

  11. Energizing Companies through Customer Compliments

    OpenAIRE

    Kipfelsberger, Petra; Bruch, Heike; Herhausen, Dennis

    2015-01-01

    While complaint management has received much attention, customer compliments and their systematic handling have been largely ignored. Based on two empirical studies, this article suggests that customer compliments bear great potential for benefiting firms, and gives recommendations on how managers can enable, stimulate, and amplify positive customer feedback.

  12. MASS CUSTOMIZATION AND ITS IMPACT ON ASSEMBLY PROCESS' COMPLEXITY

    Directory of Open Access Journals (Sweden)

    Slavomir Bednar

    2014-09-01

    Full Text Available It is well known that high level of customer requirements and rapidly changing environment both induce complexity. The main reason for the failure of majority mass customized applications and projects is an increasing overall complexity of the system while relevant solutions for the overall production complexity reduction are still missing. The paper presents an overview of variety induced complexities in assembly operations capable and assessing the impact of assembly variety on performance, and reveals problems arising between quality and complexity. This paper aims to describe the current views to complexity, its measurement and management within assembly processes in mass customized productions and presents proposals for future development in the area.

  13. Advanced customization in architectural design and construction

    CERN Document Server

    Naboni, Roberto

    2015-01-01

    This book presents the state of the art in advanced customization within the sector of architectural design and construction, explaining important new technologies that are boosting design, product and process innovation and identifying the challenges to be confronted as we move toward a mass customization construction industry. Advanced machinery and software integration are discussed, as well as an overview of the manufacturing techniques offered through digital methods that are acquiring particular significance within the field of digital architecture. CNC machining, Robotic Fabrication, and Additive Manufacturing processes are all clearly explained, highlighting their ability to produce personalized architectural forms and unique construction components. Cutting-edge case studies in digitally fabricated architectural realizations are described and, looking towards the future, a new model of 100% customized architecture for design and construction is presented. The book is an excellent guide to the profoun...

  14. 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...... as a product type and new inventions have resulted in drastic changes in design and development of mechatronic products. Conventional mechanical systems are enhanced by mechatronic systems. In this paper, the particular structure and properties of mechatronic products compared to conventional mechanical...... 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....

  15. Customer satisfaction measurement using fuzzy neural network

    Directory of Open Access Journals (Sweden)

    Ayad Hendalianpour

    2014-04-01

    Full Text Available Investigating the Customer Satisfaction Measurement (CSM plays an important role in determining the range of customer needs and expectations resulting from delivered products or received services. In this research, a novel approach is proposed for measuring the customer’s satisfaction measurement. Due to ambiguity and lack of information related to evaluation criteria, in the proposed model, the customer feedbacks are considered as linguistic terms and due to the dominance of non –linear relations on behaviors and judgments of human, the result is obtained using a Fuzzy Neural Network. In continuation, roles of the fuzzy inference system for customer’s satisfaction are defined and determined for different conditions of customer’s judgments. Applicability of the proposed model has been successfully implemented through a case study for investigating the customer’s satisfaction on the basis of both qualitative and quantitative inputs.

  16. MASS CUSTOMIZATION and PRODUCT MODELS

    DEFF Research Database (Denmark)

    Svensson, Carsten; Malis, Martin

    2003-01-01

    to the product. Through the application of a mass customization strategy, companies have a unique opportunity to create increased customer satisfaction. In a customized production, knowledge and information have to be easily accessible since every product is a unique combination of information. If the dream...... of a customized alternative instead of a uniform mass-produced product shall become a reality, then the cross-organizational efficiency must be kept at a competitive level. This is the real challenge for mass customization. A radical restructuring of both the internal and the external knowledge management systems...

  17. Sustainability Evaluation of Mass Customization

    DEFF Research Database (Denmark)

    Brunø, Thomas Ditlev; Nielsen, Kjeld; Taps, Stig B.

    2013-01-01

    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? Some factors 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 development....

  18. UNDERSTANDING CUSTOMERS - PROFILING AND SEGMENTATION

    Directory of Open Access Journals (Sweden)

    Mircea Andrei SCRIDON

    2008-01-01

    Full Text Available In any industry, the first step to finding and creating profitable customers isdetermining what drives profitability. This leads to better prospecting andmore successful customer relationship management. Any company cansegment and profile their customer base to uncover those profit drivers usingthe knowledge of their customers, products, and markets. Or they can usedata-driven techniques to find natural clusters in their customer or prospectbase. Whatever the method, the process will lead to knowledge andunderstanding that is critical to maintaining a competitive edge

  19. Customer interruption cost and results

    Energy Technology Data Exchange (ETDEWEB)

    Eua-Arporn, B.; Bisarnbutra, S. [Chulalongkorn Univ., Bangkok (Thailand)

    1997-12-31

    Results of a comprehensive study on short-term direct impacts and consumer interruption costs, incurred as a result of power supply interruption, were discussed. The emphasis was on questionnaire development, general responses and the average customer damage function of some selected sectors. The customer damage function was established for each category of customers (agriculture, industry, mining, wholesale, retail merchandising, residential, etc) as well as for different locations. Results showed that the average customer damage function depended mostly on customer category. Size and location were not significant factors. 5 refs., 7 tabs.

  20. The impact of customer-specific marketing expenses on customer retention and customer profitability

    NARCIS (Netherlands)

    S. van Triest (Sander); M.J.G. Bun (Maurice); E.M. van Raaij (Erik); M.J.A. Vernooij (Maarten)

    2009-01-01

    textabstractWe study the effects of customer-specific marketing expenses on customer retention and customer profitability in a business-to-business setting. Using data from a company providing hygiene services, we look at the impact of a hitherto unstudied type of expense targeted at individual cust

  1. Study of customer motivation in large projects to purchase power supplies from an E-shop : case of Elcon Solutions Oy

    OpenAIRE

    Pottila, Marianne

    2011-01-01

    The objective of this thesis is to study how much potential exist for the case company by offering their products via e-shop; opportunities for the organizational buying electronic components. To achieve this; e-commerce concept, business marketing, organizational buyer behavior and internet history was studied. Literature on how internet started to evolve to one of the biggest marketing medium nowadays and what are the basic buyer stages company marketing has to take notice with online shopp...

  2. Who's your best customer?

    Science.gov (United States)

    MacStravic, S

    1998-01-01

    Conventional wisdom holds that the best customers and prospects for managed care are the healthiest consumers. This is true only because of the meager extent to which premiums can be adjusted for varying risk among individuals. If a decent health/risk adjustment system were used, the best consumers for managed care to go after would be the highest-risk, highest users of health care, provided only that risk and use can be improved. The healthiest consumers have both the least potential for improvement and the least reasons for loyalty.

  3. The mismanagement of customer loyalty.

    Science.gov (United States)

    Reinartz, Werner; Kumar, V

    2002-07-01

    Who wouldn't want loyal customers? Surely they should cost less to serve, they'd be willing to pay more than other customers, and they'd actively market your company by word of mouth, right? Maybe not. Careful study of the relationship between customer loyalty and profits plumbed from 16,000 customers in four companies' databases tells a different story. The authors found no evidence to support any of these claims. What they did find was that the link between customers and profitability was more complicated because customers fall into four groups, not two. Simply put: Not all loyal customers are profitable, and not all profitable customers are loyal. Traditional tools for segmenting customers do a poor job of identifying that latter group, causing companies to chase expensively after initially profitable customers who hold little promise of future profits. The authors suggest an alternative approach, based on well-established "event-history modeling" techniques, that more accurately predicts future buying probabilities. Armed with such a tool, marketers can correctly identify which customers belong in which category and market accordingly. The challenge in managing customers who are profitable but disloyal--the "butterflies"--is to milk them for as much as you can while they're buying from you. A softly-softly approach is more appropriate for the profitable customers who are likely to stay loyal--your "true friends." As for highly loyal but not very profitable customers--the "barnacles"--you need to find out if they have the potential to spend more than they currently do. And, of course, for the "strangers"--those who generate no loyalty and no profits--the answer is simple: Identify early and don't invest anything.

  4. 19 CFR 134.23 - Containers or holders designed for or capable of reuse.

    Science.gov (United States)

    2010-04-01

    ... reuse. 134.23 Section 134.23 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND... Containers or holders designed for or capable of reuse. (a) Usual and ordinary reusable containers or holders... capable of reuse after the contents have been consumed, whether imported full or empty, must...

  5. Standardization of Smart Grid Customer Interfaces

    Institute of Scientific and Technical Information of China (English)

    Steven T.Bushby; David G.Holmberg

    2015-01-01

    One of the key concepts of a future“smart grid” is to combine modern communication technology with an improved electric grid to enable energy consumers to exchange information with energy suppliers in order to collaboratively manage electricity supply and demand.This information exchange can be used to reduce the stress on the grid during times of peak demand,enable the expanded use of intermittent renewable energy sources, improve resilience during weather related outages,and integrate customer-owned generation capabilities with grid supplied electricity.Standards are needed to define information exchange interfaces between energy service providers and their customers.This paper describes requirements for those interfaces and emerging standards in the United States that address these issues.

  6. 体验式教学在高职“报关实务”课程教学中的应用探索--以一般进出口货物报关为例%Exploration on the Application of Experiential Teaching in Higher Vocational "Customs Declaration Practice":A Case Study on Customs Clearance of General Import and Export Goods

    Institute of Scientific and Technical Information of China (English)

    田玉

    2014-01-01

    “报关实务”是国际经济与贸易、报关与国际货运等专业的核心课程,在海关总署取消全国报关员资格考试的政策背景下,高职院校应加强课改工作,更加注重报关职业能力的培养。本文提出了体验式教学的理念,并以一般进出口货物报关为例探索体验式教学在“报关实务”课程改革中的应用研究。%"Customs Declaration Practice" is a core course for specialties such as international economy and trade, customs declaration and international freight. In the background of the cancellation of National Customs Declarant Qualification Test by the General Administration of Customs, higher vocational colleges should enhance curriculum reform and pay more attention to cul-tivating the vocational ability of customs declaration. This paper proposes the idea of experiential teaching, and exemplified by the customs clearance of general import and export goods, explores the application of experiential teaching in the curriculum reform of"Customs Declaration Practice".

  7. Challenges and opportunities in multichannel customer management

    NARCIS (Netherlands)

    Neslin, Scott A.; Grewal, Dhruv; Leghorn, Robert; Shankar, Venkatesh; Teerling, Marije L.; Thomas, Jacquelyn S.; Verhoef, Peter C.

    2006-01-01

    Multichannel customer management is the design, deployment, coordination, and evaluation of channels through which firms and customers interact, with the goal of enhancing customer value through effective customer acquisition, retention, and development. The authors identify five major challenges pr

  8. Customer satisfaction and customer loyalty as predictors of future business potential

    DEFF Research Database (Denmark)

    Eskildsen, Jacob Kjær; Kristensen, Kai

    2008-01-01

    This paper analyses the relationship between customer satisfaction, customer loyalty and the future business potential of existing customers. The data for the analysis come from the Danish Customer Satisfaction Index 2006. Here a total of approximately 2000 private customers evaluated...

  9. Using Customer Relationship Trajectories to Segment Customers and Predict Profitability

    OpenAIRE

    Mark, T.; Niraj, R.; Dawar, N.

    2007-01-01

    A central premise of relationship marketing theory is that economic benefits flow fromretaining customers. However, the early research focus on the duration of the relationship may obscure other important aspects of the interactions with the customer that drive profitability. Borrowing from the branding literature, where different types of customer relationships have been described (but not empirically examined), we study the patterns of business customers’ buying behavior, or trajectories th...

  10. Mining Rare Events Data for Assessing Customer Attrition Risk

    Science.gov (United States)

    Au, Tom; Chin, Meei-Ling Ivy; Ma, Guangqin

    Customer attrition refers to the phenomenon whereby a customer leaves a service provider. As competition intensifies, preventing customers from leaving is a major challenge to many businesses such as telecom service providers. Research has shown that retaining existing customers is more profitable than acquiring new customers due primarily to savings on acquisition costs, the higher volume of service consumption, and customer referrals. For a large enterprise, its customer base consists of tens of millions service subscribers, more often the events, such as switching to competitors or canceling services are large in absolute number, but rare in percentage, far less than 5%. Based on a simple random sample, popular statistical procedures, such as logistic regression, tree-based method and neural network, can sharply underestimate the probability of rare events, and often result a null model (no significant predictors). To improve efficiency and accuracy for event probability estimation, a case-based data collection technique is then considered. A case-based sample is formed by taking all available events and a small, but representative fraction of nonevents from a dataset of interest. In this article we showed a consistent prior correction method for events probability estimation and demonstrated the performance of the above data collection techniques in predicting customer attrition with actual telecommunications data.

  11. Customer service providers' attitudes relating to customer service and customer satisfaction in the customer-server exchange.

    Science.gov (United States)

    Susskind, Alex M; Kacmar, K Michele; Borchgrevink, Carl P

    2003-02-01

    The authors proposed and tested a model describing the relationship between customer service providers' perceptions and attitudes toward their service-related duties and their customers' perceptions of satisfaction with their service experiences. Results indicated that the perception of having standards for service delivery in an organization is strongly related to line-level employees' perceptions of support from coworkers and supervisors. Perceived support from coworkers was significantly related to service providers' customer orientation, whereas perceived support from supervisors showed a weaker relationship to a customer orientation. Ultimately, service providers' customer orientation was strongly related to customers' satisfaction with service. Finally, a set of post hoc analyses indicated that coworker and supervisory support explained a greater proportion of incremental variance in the model than did perceived organizational support alone.

  12. Customer care in the NHS.

    Science.gov (United States)

    Ruddick, Fred

    2015-01-20

    Viewing individuals in need of NHS care as customers has the potential to refocus the way their care is delivered. This article highlights some of the benefits of reframing the nurse-patient relationship in terms of customer care, and draws parallels between good customer care and the provision of high quality patient care in the NHS. It explores lessons to be learned from those who have studied the customer experience, which can be adapted to enhance the customer care experience within the health service. Developing professional expertise in the knowledge and skills that underpin good-quality interpersonal encounters is essential to improve the customer experience in health care and should be prioritised alongside the development of more technical skills. Creating a culture where emotional intelligence, caring and compassion are essential requirements for all nursing staff will improve patient satisfaction.

  13. Mobile-Customer Identity Recognition

    Institute of Scientific and Technical Information of China (English)

    LI Zhan; XU Ji-sheng; XU Min; SUN Hong

    2005-01-01

    By utilizing artificial intelligence and pattern recognition techniques, we propose an integrated mobile-customer identity recognition approach in this paper, based on customer's behavior characteristics extracted from the customer information database. To verify the effectiveness of this approach, a test has been run on the dataset consisting of 1 000 customers in 3 consecutive months. The result is compared with the real dataset in the fourth month consisting of 162 customers, which has been set as the customers for recognition. The high correct rate of the test (96.30%), together with 1.87% of the judge-by-mistake rate and 7.82% of the leaving-out rate, demonstrates the effectiveness of this approach.

  14. Take Five for Customer Service

    Directory of Open Access Journals (Sweden)

    Laura J. Ax-Fultz

    2016-05-01

    Full Text Available Businesses leverage excellent customer service to improve profitability. Although not profit-driven, libraries should leverage excellent customer service to achieve their unique missions. Evaluating and improving customer service practices will help a library determine if it is successfully serving its customers. The library should review three areas to improve customer service: the physical space of the library, how library employees work with library policies, and the communication skills of the library staff. By using the Take Five model, the library can make immediate, no-cost changes or plan for future improvements by taking just five minutes, every day, to assess specific areas. Over a few weeks or months, these small changes will result in better customer service.

  15. Customer Loyalty in Internet Banking

    Directory of Open Access Journals (Sweden)

    Y. Aysha Fathima

    2015-06-01

    Full Text Available In the era of challenges and cut throat competition in banking sector it has become inevitable for the banks to devise defensive strategies to retain their customers and build customer loyalty. The main aim of this study is to examine the factors affecting customer loyalty in online banks. To achieve this purpose, a detailed review of relevant literature was made and seven constructs were identified for the study. A survey was conducted and data was collected with a structured questionnaire. Pre analysis data screening was done to ensure that the study is fit for further statistical analysis. Multiple regression analysis was performed to investigate the relationship of constructs on customer loyalty. Results of the analysis identified customer satisfaction; bank’s reputation trust and habit were having significant influence on customer loyalty. Among the four factors, reputation of the bank and its corporate image is found to be more influential. Based on the findings, the implications and suggestions are made.

  16. Process Improvement: Customer Service.

    Science.gov (United States)

    Cull, Donald

    2015-01-01

    Utilizing the comment section of patient satisfaction surveys, Clark Memorial Hospital in Jeffersonville, IN went through a thoughtful process to arrive at an experience that patients said they wanted. Two Lean Six Sigma tools were used--the Voice of the Customer (VoC) and the Affinity Diagram. Even when using these tools, a facility will not be able to accomplish everything the patient may want. Guidelines were set and rules were established for the Process Improvement Team in order to lessen frustration, increase focus, and ultimately be successful. The project's success is driven by the team members carrying its message back to their areas. It's about ensuring that everyone is striving to improve the patients' experience by listening to what they say is being done right and what they say can be done better. And then acting on it.

  17. Proximity as a key factor to narrow the relationship between supplier and its customer – a case study in the auto industry

    Directory of Open Access Journals (Sweden)

    Fabio Yukio Takeno

    2015-12-01

    Full Text Available Themodern literature shows that the Just in Time (JIT utilization in therelationship between client and its supplier aims at optimizing the flow in thesupply chain. Nevertheless, there are other aspects to be considered for thefull utilization of the lean supply practices. Among those, the proximity triesto improve the liaison between the client and its provider of materials andcomponents as a possible response to an increasing competitiveness level. Toexplore this subject this work had the objective of evaluating the determinantfactors that could possibly explain the partial relocation of a manufacturingfacility to create proximity conditions with one of its clients. For thatpurpose, a case study was developed in which a Brazilian auto partsmanufacturing company belonging to the first tier of the automotive supplychain was considered. As a result of such study, it was possible to concludethat the strategic advantages resulting from the proximity overpassed theconventional reasoning of considering financial gains as a key factor tojustify such a decision. In fact, the cost savings obtained with the plant relocationwere not enough to justify the investment made.

  18. Waiting Lines and Customer Satisfaction

    OpenAIRE

    Sridhar, M. S.

    2001-01-01

    The paper points out certain quantitative methods largely ignored by library service providers, highlights the importance of customer participation in service delivery process, examines the concepts service quality and customer satisfaction, emphasizes the need for appropriately handling waiting lines in service organisations, presents briefly the theory of waiting lines (queuing theory), psychology of customers in waiting lines with illustrations from library situations, discusses ways and m...

  19. A compass for customer needs.

    Science.gov (United States)

    Hines, J D; Murray, M

    1998-02-01

    Baldor Electric uses a tool it calls the value formula to help teach its employees to look at their work through the eyes of the customer. In fact, the goal of the value improvement process is to focus everyone on customer value, and the employees, by going through five training courses, learn how improving quality and service and reducing cost and time lead to higher value for the customer.

  20. What Customer Orders Really Cost

    OpenAIRE

    Campbell, Robert J.; Larry J. Rankin

    1998-01-01

    Manufacturing companies facing significant pricing competition need customer cost informations systems (CCISs) that reliably measure the resource costs of serving individual customers. Prices are often set by the market and competition, particularly from foreign imports, and severely restricts marketingÕs ability to adjust prices to cover costs. It is important that marketing personnel have access to accurate product and customer cost information. With such information, marketing personnel ca...

  1. Mass Customizing IT Service Agreements

    OpenAIRE

    Brocke, Henrik Finn; Uebernickel, Falk; Brenner, Walter

    2010-01-01

    IT service providers shall achieve both cost reduction in their IT operations and customer individuality in service agreements. This article suggests adapting the well known principle of mass customization to balance individuality and standardization in service agreements. Dependent on the commitment modularity type, its employment may not only save time and resources at the point of customer involvement but also allow the pre-engineering of repeatable processes of provisioning and IT operati...

  2. Managing customer-centric information

    OpenAIRE

    Fellenz, Martin; BRADY, MAIREAD

    2010-01-01

    PUBLISHED Hershey, PA Despite many years of business-orientated information and communication technology (ICT) deployment, contemporary organisations continue to struggle with customer-centric implementation of new technologies that are profitable and contribute to sustainable service business success. This chapter reviews the difficulties inherent in using ICTs to manage customer-related information, and identifies the particular challenges for customer-centric deployment of ICTs. It p...

  3. Customizing Prices in Online Markets

    OpenAIRE

    Reinartz, Werner

    2002-01-01

    Dynamic pricing is the dynamic adjustment of prices to consumers depending on the value these customers attribute to a good. Underlying the concept of dynamic pricing is what marketers call price customization. Price customization is the charging of different prices to end consumers based on a discriminatory variable. Internet technology will serve as a great enabling tool for making dynamic pricing accessible to many industries.

  4. Customer service and practice profitability.

    Science.gov (United States)

    Levin, Roger P

    2004-06-01

    Customer service, one of the major dental practice business systems, is critical to your short- and long-term success. The world will keep changing, but customer service is not a fad that can go out of style. If anything, it becomes even more important, year after year, as your customers expect more service and better treatment. Your goal is to provide extensive customer service, with 100% of patients enjoying a great experience every single time they interact with your practice. The "Wow" experience helps your practice grow. You want your patients to become your friends. Why? Because friends refer friends. When your patients become your friends, higher profitability is the inevitable result.

  5. Graphical Visualization of Human Exploration Capabilities

    Science.gov (United States)

    Rodgers, Erica M.; Williams-Byrd, Julie; Arney, Dale C.; Simon, Matthew A.; Williams, Phillip A.; Barsoum, Christopher; Cowan, Tyler; Larman, Kevin T.; Hay, Jason; Burg, Alex

    2016-01-01

    NASA's pioneering space strategy will require advanced capabilities to expand the boundaries of human exploration on the Journey to Mars (J2M). The Evolvable Mars Campaign (EMC) architecture serves as a framework to identify critical capabilities that need to be developed and tested in order to enable a range of human exploration destinations and missions. Agency-wide System Maturation Teams (SMT) are responsible for the maturation of these critical exploration capabilities and help formulate, guide and resolve performance gaps associated with the EMC-identified capabilities. Systems Capability Organization Reporting Engine boards (SCOREboards) were developed to integrate the SMT data sets into cohesive human exploration capability stories that can be used to promote dialog and communicate NASA's exploration investments. Each SCOREboard provides a graphical visualization of SMT capability development needs that enable exploration missions, and presents a comprehensive overview of data that outlines a roadmap of system maturation needs critical for the J2M. SCOREboards are generated by a computer program that extracts data from a main repository, sorts the data based on a tiered data reduction structure, and then plots the data according to specified user inputs. The ability to sort and plot varying data categories provides the flexibility to present specific SCOREboard capability roadmaps based on customer requests. This paper presents the development of the SCOREboard computer program and shows multiple complementary, yet different datasets through a unified format designed to facilitate comparison between datasets. Example SCOREboard capability roadmaps are presented followed by a discussion of how the roadmaps are used to: 1) communicate capability developments and readiness of systems for future missions, and 2) influence the definition of NASA's human exploration investment portfolio through capability-driven processes. The paper concludes with a description

  6. New institutional assemblages for borderless customs control in the European Union

    NARCIS (Netherlands)

    Naber, A.C.; Hofman, W.; Enserink, B.; Kotterink, B.

    2013-01-01

    This article is based on a use case proposing a Single Window implementation for borderless customs control in the European Union (EU). This EU e-Customs initiative proposes to combine trade facilitation from a customs perspective with secure trade based on supply chain risk analysis. To achieve thi

  7. Activity-based process model for customer-driven product development

    DEFF Research Database (Denmark)

    Sommer, Anita Friis; Dukovska-Popovska, Iskra; Steger-Jensen, Kenn

    2013-01-01

    of the request. Managing this process is termed customer-driven Product development (PD). In order to increase process performance, a fitting activity-based process model should be utilized. However, existing process models do not consider this special case of integration between collaborative PD and customer...... proposing a process model for customer-driven PD adding new knowledge to PD research....

  8. Undervalued or Overvalued Customers : Capturing Total Customer Engagement Value

    NARCIS (Netherlands)

    Kumar, V.; Aksoy, Lerzan; Donkers, Bas; Venkatesan, Rajkumar; Wiesel, Thorsten; Tillmanns, Sebastian

    2010-01-01

    Customers can interact with and create value for firms in a variety of ways. This article proposes that assessing the value of customers based solely upon their transactions with a firm may not be sufficient, and valuing this engagement correctly is crucial in avoiding undervaluation and overvaluati

  9. Customer requirements based ERP customization using AHP technique

    NARCIS (Netherlands)

    Parthasarathy, S.; Daneva, Maya

    2014-01-01

    Purpose– Customization is a difficult task for many organizations implementing enterprise resource planning (ERP) systems. The purpose of this paper is to develop a new framework based on customers’ requirements to examine the ERP customization choices for the enterprise. The analytical hierarchy pr

  10. An Alternative Perspective on the Interfirm Labor Division and Product Development Capabilities under Vertical Disintegration : The Case of the Dissemination of System Knowledge in the Global Mobile Phone Handset Industries

    OpenAIRE

    Masanori, Yasumoto; Shiu, Jing-Ming

    2009-01-01

    The study proposes an alternative perspective to elucidate interfirm labor division under vertical disintegration in order to explore product development capabilities in open environments, drawing on the case of the global mobile handset industries. Product modularization with the birth of supply chain of standardized components/technologies is regarded as the major force to enhance vertical disintegration. Nevertheless, a product developer, particularly a firm without sufficient experiences ...

  11. Proximal femoral reconstruction with custom mega prosthesis

    OpenAIRE

    2003-01-01

    Seventy-seven patients with proximal femoral tumours underwent limb salvage surgery with custom mega prostheses between July 1989 and January 2002. We describe 44 cases with a mean follow-up of 57.8 months. Forty-one patients presented with malignant neoplasms of which 11 were malignant giant cell tumours, eight were chondrosarcoma and five were metastases. Wide margins were achieved for all malignant tumours, and marginal resection was done for all benign and metastatic lesions. Six patients...

  12. A Study to Investigate the Effect of Customer Value on Customer Satisfaction, Brand Loyalty and Customer Relationship Management Performance

    OpenAIRE

    Berrin Onaran,; Zeki Atil Bulut,; Alparslan Ozmen

    2013-01-01

    Beyond satisfying needs, customer value is the key to establish and maintain long run relationships. Hence, providing excellent customer value as a driving force of customer relationships management performance plays a key role in gaining sustainable competitive advantage. The aim of this research is to investigate the relationships among dimensions of customer value, customer satisfaction, brand loyalty and customer relationship management performance. Data obtained from customers of thermal...

  13. Land Capability Classification for Crop and Fruit Product Assessment Using GIS Technology. Case Study: The Niraj River Basin (Transylvania Depression, Romania

    Directory of Open Access Journals (Sweden)

    Sanda Maria ROȘCA

    2015-04-01

    Full Text Available The efficient capitalisation of agricultural land is dependent on determining the environmental suitability of the area and on identifying the most appropriate culture types for a particular terrain. Because of its complex landforms, the anthropic pressure and the irrational use of land on large surfaces, the Basin of Niraj River was the object of a reorganising process in the production activities, by emphasising the agricultural land use as a resource for sustainable development, which has been too long underexploited.  The technique of capability classification, in collaboration with the GIS techniques of spatial analysis, represents one of the most facile and concrete ways of identifying and creating an inventory of lands which fulfil the best conditions for the creation of orchards, through the use of specific indicators: climatic, morphometric, morphologic, pedologic. The present study created a new GIS model of spatial analysis, which could offer a new approach to the classical method of land capability classification. The identification of the areas which are suitable for fruit tree cultivation was based on this model by integrating the specific indicators into databases and GIS spatial analysis equations. The results of this study highlights the maps of the land favorability for apple trees, pear trees, plum trees, cherry trees, peach trees and apricot trees and a geodatabase materialization in the maps of quality classes for orchards.

  14. Customer satisfaction of an apartment hotel

    OpenAIRE

    Khyarginen, Margarita

    2015-01-01

    Customer satisfaction becomes the object of a research quite often, especially in business. If the company cares about its customers, it will put effort to know how satisfied they are with the services or products. Satisfied customers are loyal customers, who bring profit and other, new customers. Apartment Hotel Tampere MN, a new and developing company, is interested in keeping its customers satisfied. To expand and improve the services it is important for the hotel to measure customer s...

  15. Factors for Creating Online Customer Loyalty

    OpenAIRE

    Anamaria Baranov; Liliana-Aurora Constantinescu

    2012-01-01

    Only those companies which succeed in building lasting relationships with online customers are those who customers are confident in and transact online securely. Furthermore, successful companies are those who pay attention to customer satisfaction, who are trying to understand customer needs and expectations and to fulfill them properly. Only those online store managers that focus more on gaining customer loyalty, than to customer acquisition succeed in the online business medium. Customer l...

  16. Deliverable 6.2 - Software: upgraded MC simulation tools capable of simulating a complete in-beam ET experiment, from the beam to the detected events. Report with the description of one (or few) reference clinical case(s), including the complete patient model and beam characteristics

    CERN Document Server

    The ENVISION Collaboration

    2014-01-01

    Deliverable 6.2 - Software: upgraded MC simulation tools capable of simulating a complete in-beam ET experiment, from the beam to the detected events. Report with the description of one (or few) reference clinical case(s), including the complete patient model and beam characteristics

  17. PROBLEMS IN MEASURING CUSTOMER SATISFACTION

    OpenAIRE

    Isac Florin Lucian; Rusu Sergiu; Cureteanu Radu Silviu

    2012-01-01

    Companies that embrace client orientation are preoccupied by measuring the level of satisfaction of those who consume their products or utilizes their products. That is why, customer satisfaction has to be transposed in measurable parameters that can be understood and influenced. Nevertheless, measuring customer satisfaction involves a lot of problems.

  18. PROBLEMS IN MEASURING CUSTOMER SATISFACTION

    Directory of Open Access Journals (Sweden)

    Isac Florin Lucian

    2012-12-01

    Full Text Available Companies that embrace client orientation are preoccupied by measuring the level of satisfaction of those who consume their products or utilizes their products. That is why, customer satisfaction has to be transposed in measurable parameters that can be understood and influenced. Nevertheless, measuring customer satisfaction involves a lot of problems.

  19. Team Foundation Server 2013 customization

    CERN Document Server

    Beeming, Gordon

    2014-01-01

    This book utilizes a tutorial based approach, focused on the practical customization of key features of the Team Foundation Server for collaborative enterprise software projects.This practical guide is intended for those who want to extend TFS. This book is for intermediate users who have an understanding of TFS, and basic coding skills will be required for the more complex customizations.

  20. 78 FR 41299 - Customs Brokers

    Science.gov (United States)

    2013-07-10

    ... From the Federal Register Online via the Government Publishing Office DEPARTMENT OF HOMELAND SECURITY U.S. Customs and Border Protection DEPARTMENT OF THE TREASURY 19 CFR Part 111 Customs Brokers CFR Correction In Title 19 of the Code of Federal Regulations, Parts 0 to 140, revised as of April 1, 2013,...

  1. Customizing Curriculum with Digital Resources

    Science.gov (United States)

    Miller, Jeffrey

    2011-01-01

    To effectively use digital resources in the classroom, teachers must customize the information, merge it with pre-existing curriculum, differentiate it for diverse student populations, and still meet standards-based learning goals. This article describes a solution to these challenges: the Curriculum Customization Service, which provides access to…

  2. On measurement of customer satisfaction

    DEFF Research Database (Denmark)

    Kristensen, Kai; Kanji, Gopal; Dahlgaard, Jens Jørn

    1992-01-01

    Based on a theoretical argument where company profit as a function of total customer satisfaction is maximized, a new system for measuring and balancing customer satisfaction with respect to individual quality characteritics is developed. A proced implementation is suggested and the results...

  3. Customer Satisfaction with Public Libraries.

    Science.gov (United States)

    D'Elia, George; Rodger, Eleanor Jo

    1996-01-01

    Surveys conducted in 142 urban public libraries examined customer satisfaction, comparisons with other libraries, and factors affecting satisfaction. Overall, customers were satisfied with their libraries but experienced different levels of satisfaction based on convenience, availability of materials and information, and services facilitating…

  4. Customer-driven Product Development

    DEFF Research Database (Denmark)

    Sommer, Anita Friis

    2011-01-01

    Demand chain management is a research area of increasing attention. It is the undertaking of reacting to customer requirements through a responsive chain going from customers through a focal company towards raw material distributors. With faster growing markets and increasing competition, companies...... look for new ways to gain competitive advantage. In competitive markets there is a tendency of shorter product life cycles, and thus a competitive factor is to keep at pace with the market or even driving the market by developing new products. This research study seeks to investigate Customer......-driven Product Development (CDPD) from a demand chain management perspective. CDPD is the counterpart to typical research and development processes, which has no direct customer involvement. The proposition is that letting customers initiate and participate in the product development process...

  5. Diversifying customer review rankings.

    Science.gov (United States)

    Krestel, Ralf; Dokoohaki, Nima

    2015-06-01

    E-commerce Web sites owe much of their popularity to consumer reviews accompanying product descriptions. On-line customers spend hours and hours going through heaps of textual reviews to decide which products to buy. At the same time, each popular product has thousands of user-generated reviews, making it impossible for a buyer to read everything. Current approaches to display reviews to users or recommend an individual review for a product are based on the recency or helpfulness of each review. In this paper, we present a framework to rank product reviews by optimizing the coverage of the ranking with respect to sentiment or aspects, or by summarizing all reviews with the top-K reviews in the ranking. To accomplish this, we make use of the assigned star rating for a product as an indicator for a review's sentiment polarity and compare bag-of-words (language model) with topic models (latent Dirichlet allocation) as a mean to represent aspects. Our evaluation on manually annotated review data from a commercial review Web site demonstrates the effectiveness of our approach, outperforming plain recency ranking by 30% and obtaining best results by combining language and topic model representations.

  6. Customer Appeasement Scheduling

    CERN Document Server

    Nikseresht, Mohammad R; Maheshwari, Anil

    2010-01-01

    Almost all of the current process scheduling algorithms which are used in modern operating systems (OS) have their roots in the classical scheduling paradigms which were developed during the 1970's. But modern computers have different types of software loads and user demands. We think it is important to run what the user wants at the current moment. A user can be a human, sitting in front of a desktop machine, or it can be another machine sending a request to a server through a network connection. We think that OS should become intelligent to distinguish between different processes and allocate resources, including CPU, to those processes which need them most. In this work, as a first step to make the OS aware of the current state of the system, we consider process dependencies and interprocess communications. We are developing a model, which considers the need to satisfy interactive users and other possible remote users or customers, by making scheduling decisions based on process dependencies and interproce...

  7. 制造型企业技术能力构建的案例分析%Cases Analysis on Technological Capability Construction of Manufacturing Enterprises

    Institute of Scientific and Technical Information of China (English)

    袁盈盈; 张化尧

    2015-01-01

    建立分析框架,探讨技术能力构筑过程的关键影响因素及其演化路径。通过对杭州 A 公司的观察研究,发现其在各技术能力水平,技术学习的外部知识源和内部主要学习内容有很大不同,指出子公司发展过程中要及时转换知识积累的内容,最终把技术能力演化路径理解为知识积累由量变到质变的循环过程,对指导我国制造型企业技术能力提升有启示和参考意义。%This paper establishes an analytical framework to investigate the key influence factor in the construction of tech-nological capability and its evolution path.Showing in the different stages of production function,there is remarkable differ-ence between the source of exterior knowledge and inner learning content.The paper also points out that subsidiaries should transmit the content of knowledge accumulation in time.Eventually,this paper develops the evolution path as the recycle process of knowledge accumulated from quantitative development to qualitative development.It may offer some enlighten-ment and reference on the technological capability construction of manufacturing enterprises in our country.

  8. Developing Alliance Capabilities

    DEFF Research Database (Denmark)

    Heimeriks, Koen H.; Duysters, Geert; Vanhaverbeke, Wim

    capability. However, empirical testing in this field is scarce and little is known as to what extent different learning mechanisms are indeed useful in advancing a firm's alliance capability. This paper analyzes to what extent intra-firm learning mechanisms help firms develop their alliance capability......This paper assesses the differential performance effects of learning mechanisms on the development of alliance capabilities. Prior research has suggested that different capability levels could be identified in which specific intra-firm learning mechanisms are used to enhance a firm's alliance....... Differential learning may explain in what way firms yield superior returns from their alliances in comparison to competitors. The empirical results show that different learning mechanisms have different performance effects at different stages of the alliance capability development process. The main lesson from...

  9. Immediate CAD/ CAM Custom Fabricated Dental Implants

    Directory of Open Access Journals (Sweden)

    Jafar Kolahi

    2010-11-01

    Full Text Available Introduction: There will almost always be gaps between cylin-drical or screw shaped prefabricated implant surface and funnel-shaped tooth socket when an implant is placed immediately after tooth extraction. Hence expensive and difficult bone grafting is re-quired. A custom fabricated implant will be a pragmatic solution for this limitation.The hypothesis: First step following extraction of a tooth is data capture or scanning via a 3D scan method e.g. coordinate measuring machine or non-contact laser scanners such as triangulation range finder. Second step is reconstruction or modeling via editable CAD (computer-aided design model, allowing us to add retentive holes and correction of implant angle. Third step is fabrication via CAM (computer aided manufacturing followed by plasma cleaning process. Fourth step is insertion of the CAD/CAM custom fabricated one-stage implant in the fresh tooth socket. Optimal time for this step is 24-48 hours after extraction. The custom fabricated implant should not load 3-4 months. Usage of chlorhexidine mouth-rinse or chewing gum twice daily for 2 weeks and, in some cases oral antibiotic is recommended. Evaluation of the hypothesis: Contemporary dental implant system faced with several clinical and anatomical limitations such is low sinuses or nerve bundles. Complex and expensive surgical procedures such as nerve repositioning and sinus lift are frequently required. With custom fabricated implant we can overcome several of these limitations because insertion of custom fabricated implant will perform before alveolar bone recession.

  10. Integrated Process Capability Analysis

    Institute of Scientific and Technical Information of China (English)

    Chen; H; T; Huang; M; L; Hung; Y; H; Chen; K; S

    2002-01-01

    Process Capability Analysis (PCA) is a powerful too l to assess the ability of a process for manufacturing product that meets specific ations. The larger process capability index implies the higher process yield, a nd the larger process capability index also indicates the lower process expected loss. Chen et al. (2001) has applied indices C pu, C pl, and C pk for evaluating the process capability for a multi-process product wi th smaller-the-better, larger-the-better, and nominal-the-best spec...

  11. Gap Model for Dual Customer Values

    Institute of Scientific and Technical Information of China (English)

    HOU Lun; TANG Xiaowo

    2008-01-01

    The customer value, the key problem in customer relationship management (CRM), was studied to construct a gap model for dual customer values. A basic description of customer values is given, and then the gaps between products and services in different periods for the customers and companies are analyzed based on the product or service life-cycle. The main factors that influence the perceived customer value were analyzed to define the "recognized value gap" and a gap model for the dual customer values was constructed to supply companies with a tool to analyze existing customer value gaps and improve customer relationship management.

  12. 19 CFR 19.34 - Customs supervision.

    Science.gov (United States)

    2010-04-01

    ... 19 Customs Duties 1 2010-04-01 2010-04-01 false Customs supervision. 19.34 Section 19.34 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY; DEPARTMENT OF THE TREASURY CUSTOMS WAREHOUSES, CONTAINER STATIONS AND CONTROL OF MERCHANDISE THEREIN Space Bonded for the Storage...

  13. 19 CFR 101.7 - Customs seal.

    Science.gov (United States)

    2010-04-01

    ... 19 Customs Duties 1 2010-04-01 2010-04-01 false Customs seal. 101.7 Section 101.7 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY; DEPARTMENT OF THE TREASURY GENERAL PROVISIONS § 101.7 Customs seal. (a) Design. According to the design furnished by the...

  14. 19 CFR 146.3 - Customs supervision.

    Science.gov (United States)

    2010-04-01

    ... 19 Customs Duties 2 2010-04-01 2010-04-01 false Customs supervision. 146.3 Section 146.3 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY; DEPARTMENT OF THE TREASURY (CONTINUED) FOREIGN TRADE ZONES General Provisions § 146.3 Customs supervision. (a) Assignment of...

  15. Customer Service: Another Side of TQM.

    Science.gov (United States)

    Sirkin, Arlene Farber

    1993-01-01

    Focuses on the customer satisfaction element of Total Quality Management (TQM) in libraries, including definition of the terms customer and customer satisfaction, determining customer expectations, complaint systems, keeping customers, and empowerment of staff. Appendices list approaches libraries and other organizations have used to improve…

  16. Achieving excellence--creating customer passion.

    Science.gov (United States)

    Scheuing, E E

    1999-08-01

    Customers are the lifeblood of any organization. Without them, it loses its meaning and purpose. Customers provide incentive, vitality, and growth. Serving them well requires a customer-focused culture and a customer-friendly system. It also requires unrelenting effort toward continuous improvement, but the rewards are well worth the effort: unflinching customer loyalty, sustainable growth, and impressive performance.

  17. Capability of a regional climate model to simulate climate variables requested for water balance computation: a case study over northeastern France

    Science.gov (United States)

    Boulard, Damien; Castel, Thierry; Camberlin, Pierre; Sergent, Anne-Sophie; Bréda, Nathalie; Badeau, Vincent; Rossi, Aurélien; Pohl, Benjamin

    2016-05-01

    This paper documents the capability of the ARW/WRF regional climate model to regionalize near-surface atmospheric variables at high resolution (8 km) over Burgundy (northeastern France) from daily to interannual timescales. To that purpose, a 20-year continuous simulation (1989-2008) was carried out. The WRF model driven by ERA-Interim reanalyses was compared to in situ observations and a mesoscale atmospheric analyses system (SAFRAN) for five near-surface variables: precipitation, air temperature, wind speed, relative humidity and solar radiation, the last four variables being used for the calculation of potential evapotranspiration (ET0). Results show a significant improvement upon ERA-Interim. This is due to a good skill of the model to reproduce the spatial distribution for all weather variables, in spite of a slight over-estimation of precipitation amounts mostly during the summer convective season, and wind speed during winter. As compared to the Météo-France observations, WRF also improves upon SAFRAN analyses, which partly fail at showing realistic spatial distributions for wind speed, relative humidity and solar radiation—the latter being strongly underestimated. The SAFRAN ET0 is thus highly under-estimated too. WRF ET0 is in better agreement with observations. In order to evaluate WRF's capability to simulate a reliable ET0, the water balance of thirty Douglas-fir stands was computed using a process-based model. Three soil water deficit indexes corresponding to the sum of the daily deviations between the relative extractible water and a critical value of 40 % below which the low soil water content affects tree growth, were calculated using the nearest weather station, SAFRAN analyses weather data, or by merging observation and WRF weather variables. Correlations between Douglas-fir growth and the three estimated soil water deficit indexes show similar results. These results showed through the ET0 estimation and the relation between mean annual SWDI

  18. Custom ocular prosthesis: A palliative approach

    Directory of Open Access Journals (Sweden)

    Prachi Thakkar

    2015-04-01

    Full Text Available The goal of palliative care is the achievement of the best quality of life for patients and their families. Eyes are generally the first features of the face to be noticed. Loss of an eye is a traumatic event which has a crippling effect on the psychology of the patient. Several ocular and orbital disorders require surgical intervention that may result in ocular defects. An ocular prosthesis is fabricated to restore the structure, function, and cosmetics of the defects created by such conditions. Although an implant eye prosthesis has a superior outcome, due to economic factors it may not be a feasible option for all patients. Therefore, a custom-made ocular prosthesis is a good alternative. This case report presents a palliative treatment for a patient with an enucleated eye by fabricating a custom ocular prosthesis which improved his psychological, physical, social, functional, emotional and spiritual needs.

  19. Turn customer input into innovation.

    Science.gov (United States)

    Ulwick, Anthony W

    2002-01-01

    It's difficult to find a company these days that doesn't strive to be customer-driven. Too bad, then, that most companies go about the process of listening to customers all wrong--so wrong, in fact, that they undermine innovation and, ultimately, the bottom line. What usually happens is this: Companies ask their customers what they want. Customers offer solutions in the form of products or services. Companies then deliver these tangibles, and customers just don't buy. The reason is simple--customers aren't expert or informed enough to come up with solutions. That's what your R&D team is for. Rather, customers should be asked only for outcomes--what they want a new product or service to do for them. The form the solutions take should be up to you, and you alone. Using Cordis Corporation as an example, this article describes, in fine detail, a series of effective steps for capturing, analyzing, and utilizing customer input. First come indepth interviews, in which a moderator works with customers to deconstruct a process or activity in order to unearth "desired outcomes." Addressing participants' comments one at a time, the moderator rephrases them to be both unambiguous and measurable. Once the interviews are complete, researchers then compile a comprehensive list of outcomes that participants rank in order of importance and degree to which they are satisfied by existing products. Finally, using a simple mathematical formula called the "opportunity calculation," researchers can learn the relative attractiveness of key opportunity areas. These data can be used to uncover opportunities for product development, to properly segment markets, and to conduct competitive analysis.

  20. Investigating the Capability of IRS-P6-LISS IV Satellite Image for Pistachio Forests Density Mapping (case Study: Northeast of Iran)

    Science.gov (United States)

    Hoseini, F.; Darvishsefat, A. A.; Zargham, N.

    2012-07-01

    In order to investigate the capability of satellite images for Pistachio forests density mapping, IRS-P6-LISS IV data were analyzed in an area of 500 ha in Iran. After geometric correction, suitable training areas were determined based on fieldwork. Suitable spectral transformations like NDVI, PVI and PCA were performed. A ground truth map included of 34 plots (each plot 1 ha) were prepared. Hard and soft supervised classifications were performed with 5 density classes (0-5%, 5-10%, 10-15%, 15-20% and > 20%). Because of low separability of classes, some classes were merged and classifications were repeated with 3 classes. Finally, the highest overall accuracy and kappa coefficient of 70% and 0.44, respectively, were obtained with three classes (0-5%, 5-20%, and > 20%) by fuzzy classifier. Considering the low kappa value obtained, it could be concluded that the result of the classification was not desirable. Therefore, this approach is not appropriate for operational mapping of these valuable Pistachio forests.

  1. Some Thoughts on Proposing a Customer Satisfaction Strategy in Education

    Institute of Scientific and Technical Information of China (English)

    Wang Guoqiang; Wan Jinqing; Wang Wenjun

    2015-01-01

    Reforms in today's education models require changing the concept of quality from"quality conformity" to"applicability,service mode" within the schools.The main components of education product are instruction,curriculum,and service.This paper uses schools as a case study to discuss issues of customer need and expectation,student satisfaction evaluation,and the ramifications of a customer satisfaction strategy in the education industry.

  2. Some Thoughts on Proposing a Customer Satisfaction Strategy in Education

    Institute of Scientific and Technical Information of China (English)

    Wang; Guoqiang; Wan; Jinqing; Wang; Wenjun

    2015-01-01

    Reforms in today’s education models require changing the concept of quality from "quality conformity"to "applicability,service mode" within the schools.The main components of education product are instruction,curriculum,and service.This paper uses schools as a case study to discuss issues of customer need and expectation,student satisfaction evaluation,and the ramifications of a customer satisfaction strategy in the education industry.

  3. Performance measures for mass customization strategies in an ETO environment

    DEFF Research Database (Denmark)

    Bonev, Martin; Hvam, Lars

    2013-01-01

    When following mass customization (MC) principles, manufacturing companies have to consider several aspects. Complexity is thereby seen as a major challenge to be handled. Especially for ETO companies the movement towards MC is much more complex, as products are not standardized, processes...... are seldom automated and little control over the customer portfolio is obtained. Based on case studies, this research proposes a new way of effectively and efficiently implementing MC strategies. It closely investigates deviations between contribution margins and between pre- and post...

  4. Developing Automatic System Monitoring Solution for Accanto Systems Customer Care

    OpenAIRE

    Mikkola, Markku

    2015-01-01

    The goal of the development work was to document the requirements, to develop and deploy an automatic system monitoring solution for Accanto Systems Customer Care. This final report describes Icinga Core as the backbone of the monitoring solution and presents the actual use case that was implemented for Accanto Systems. The client for this work was Accanto Systems Customer Care department which had been suffering a long time with high work load due to increased basic system monitoring tas...

  5. Utilities Power Change: Engaging Commercial Customers in Workplace Charging

    Energy Technology Data Exchange (ETDEWEB)

    Lommele, Stephen; Dafoe, Wendy

    2016-06-01

    As stewards of an electric grid that is available almost anywhere people park, utilities that support workplace charging are uniquely positioned to help their commercial customers be a part of the rapidly expanding network of charging infrastructure. Utilities understand the distinctive challenges of their customers, have access to technical information about electrical infrastructure, and have deep experience modeling and managing demand for electricity. This case study highlights the experiences of two utilities with workplace charging programs.

  6. Customer Service: insourcing or outsourcing? An Analysis of Customer Satisfaction

    OpenAIRE

    Barbosa, Thaiis Aparecido Cansado; MINCIOTTI, Silvio Augusto

    2007-01-01

    Nowadays customers have a growing knowledge of their strong decision purchase power and Consumer protection laws are very active. Therefore, Customer Service (CS) is assuming an important position inside the enterprises. This article is an attempt to verify if outsourcing interferes on Call Center customers’ perceived quality. An exploratory research was carried out considering 184 interviewers and 55 enterprises indicated by themselves. All results were treated by Statistical analysis techni...

  7. The value of customer preference

    Energy Technology Data Exchange (ETDEWEB)

    Herig, C.; Houston, A. [National Renewable Energy Lab., Golden, CO (United States)

    1996-05-01

    Customer preference (CP), or green pricing, may be the financial hedge for electric supply industry integration of photovoltaics. CP is currently defined as a voluntary contribution for energy generated with renewable resources. Several utilities have examined the CP financing of renewables through experimental or implemented programs and market research. This paper first expands the concept of customer preference to include both voluntary and involuntary customer contributions. It then categorizes the features of existing and proposed CP programs. The connections between these features and market research and marketing strategies for new product development from a competitive industry are analyzed.

  8. Customer Experience Management in Retailing

    OpenAIRE

    Kamaladevi B

    2009-01-01

    Survival of fittest & fastest is the mantra of today’s business game. To compete successfully in this business era, the retailer must focus on the customer’s buying experience. To manage a customer’s experience, retailers should understand what “customer experience” actually means. Customer Experience Management is a strategy that focuses the operations and processes of a business around the needs of the individual customer. It represents a strategy that results in a win–win value exchange be...

  9. Clustering analysis of telecommunication customers

    Institute of Scientific and Technical Information of China (English)

    REN Hong; ZHENG Yan; WU Ye-rong

    2009-01-01

    In this article, a clustering method based on genetic algorithm (GA) for telecommunication customer subdivision is presented. First, the features of telecommunication customers (such as the calling behavior and consuming behavior) are extracted. Second, the similarities between the multidimensional feature vectors of telecommunication customers are computed and mapped as the distance between samples on a two-dimensional plane. Finally, the distances are adjusted to approximate the similarities gradually by GA. One advantage of this method is the independent distribution of the sample space. The experiments demonstrate the feasibility of the proposed method.

  10. Dynamic Capabilities and Performance

    DEFF Research Database (Denmark)

    Wilden, Ralf; Gudergan, Siegfried P.; Nielsen, Bo Bernhard

    2013-01-01

    Dynamic capabilities are widely considered to incorporate those processes that enable organizations to sustain superior performance over time. In this paper, we argue theoretically and demonstrate empirically that these effects are contingent on organizational structure and the competitive...... intensity in the market. Results from partial least square structural equation modeling (PLS-SEM) analyses indicate that organic organizational structures facilitate the impact of dynamic capabilities on organizational performance. Furthermore, we find that the performance effects of dynamic capabilities...... are contingent on the competitive intensity faced by firms. Our findings demonstrate the performance effects of internal alignment between organizational structure and dynamic capabilities, as well as the external fit of dynamic capabilities with competitive intensity. We outline the advantages of PLS...

  11. Utilizing QFD model to determine quality characteristics of the products and priority needs of customers in the medical industry products (Case Study: Plasma seat product in mashhad`s Sahateb medical equipment company

    Directory of Open Access Journals (Sweden)

    Zeinab Armoun

    2012-10-01

    Full Text Available Quality Function Deployment (QFD as one of the quality engineering methods; originates from market study and product or service customers identification, where by determining their needs; tries to involve them in all stages of product or service development. This study uses QFD method to apply customers’ criteria in production of Coach Plasma in Mashhad`s Sahateb Company. Coach Plasma is used for healthy bloodletting. The proposed study of this paper designed and distributed a questionnaire, which includes identification & determination of customers’ needs and investigation of their satisfaction of manufactured products, while looking for technical and engineering characteristics related to their needs. The Coach Plasma costumers are categorized into two groups of local and external customers. Data collection was done based on available documents, experts opinions, structured interview with managers and questionnaire. Customers’ needs were studied in QFD teams. Collecting essential information such as needs importance degree and competitive benchmarking of customer`s needs, the weight of each need has been evaluated. In this research, House of Quality was used from first matrix of QFD leading to estimation of engineering & technical characteristics in order to enter to the quality deployment matrix. Take a look at obtained results, we could mention the role of each of these external factors in satisfaction of Sahateb Company customers and technical characteristics of the company in providing these factors and the prioritization of the customer's needs.

  12. CUSTOMIZED ACETABULAR COMPONENTS IN REVISION HIP ARTHROPLASTY

    Directory of Open Access Journals (Sweden)

    G. M. Kavalersky

    2016-01-01

    Full Text Available In recent years, there is a trend of increasing demand for revision hip arthroplasty. Among these patients there are many with complex acetabular defects, including patients with pelvic discontinuity. To ensure stability for revised acetabular components in such cases becomes a challenging or unachievable task. Such defects give indications for printing customized tri-flange acetabular component. The authors analysed own experience of creating and applying custom made acetabular components in 3 patients with complex acetabular defects. Material and methods. Among the patients there were 2 women and 1 man. Average age was 60,3±19,4 years (38 to 78 years. Two patients had III B defects with pelvic discontinuity and one patient had III A defect by Paprosky classification. As the first step, the authors in collaboration with engineers printed a plaster full size pelvic 3D model, as the second step a customized tri-flange acetabular component was designed and printed. Harris Hip Score was evaluated preoperatively and 3 months postoperatively. Results. Average follow-up period was 5,3±2,5 months (3 to 8 months. The authors observed no cases of implant loosening, dislocation or deep periprosthetic infection. Average Harris Hip Score before surgery was 27,13 and after surgery – 74,1 indicating a significant improvement in 3 months postoperatively. Conclusion. Indications for use of individual acetabular components in reported patients correspond to indications formulated by Berasi et al. The authors obtained encouraging early follow-up outcomes that correspond to data of other authors. In one patient certain difficulties were reported due to insufficient pelvic distraction. Component’s flanges prevented achieving adequate pelvic distraction. Nevertheless, good primary stability was achieved. Modern software and 3D metal printers can significantly reduce the production cost of customized acetabular components. Application of this technology can be

  13. Environmental Harmony and Evaluation of Advertisement Billboards with Digital Photogrammetry Technique and GIS Capabilities: A Case Study in the City of Ankara.

    Science.gov (United States)

    Aydın, Cevdetx C; Nisancı, Recep

    2008-05-19

    Geographical Information Systems (GIS) have been gaining a growing interest in Turkey. Many local governments and public agencies have been struggling to set up such systems to serve the needs and meet public requirements. Urban life shelters the advertisement reality which is presented at various places, on vehicles, shops etc. in daily life. It can be said that advertisement is a part of daily life in urban area, especially in city centers. In addition, one of the main sources of revenue for municipalities comes from advertising and notices. The advertising sector provides a great level of income today. Therefore advertising is individually very important for local governments and urban management. Although it is valuable for local governments, it is also very important for urban management to place these advertisement signs and billboards in an orderly fashion which is pleasing to the eye. Another point related to this subject is the systematic control mechanism which is necessary for collecting taxes regularly and updating. In this paper, first practical meaning of notice and advertisement subject, problem definition and objectives are described and then legal support and daily practice are revised. Current practice and problems are mentioned. Possibilities of measuring and obtaining necessary information by using digital images and transferring them to spatial databases are studied. By this study, a modern approach was developed for urban management and municipalities by using information technology which is an alternative to current application. Criteria which provide environmental harmony such as urban beauty, colour, compatibility and safety were also evaluated. It was finally concluded that measuring commercial signs and keeping environmental harmony under control for urban beauty can be provided by Digital Photogrammetry (DP) technique and GIS capabilities which were studied with pilot applications in the city center of Ankara.

  14. Environmental Harmony and Evaluation of Advertisement Billboards with Digital Photogrammetry Technique and GIS Capabilities: A Case Study in the City of Ankara

    Directory of Open Access Journals (Sweden)

    Recep Nisancı

    2008-05-01

    Full Text Available Geographical Information Systems (GIS have been gaining a growing interest in Turkey. Many local governments and public agencies have been struggling to set up such systems to serve the needs and meet public requirements. Urban life shelters the advertisement reality which is presented at various places, on vehicles, shops etc. in daily life. It can be said that advertisement is a part of daily life in urban area, especially in city centers. In addition, one of the main sources of revenue for municipalities comes from advertising and notices. The advertising sector provides a great level of income today. Therefore advertising is individually very important for local governments and urban management. Although it is valuable for local governments, it is also very important for urban management to place these advertisement signs and billboards in an orderly fashion which is pleasing to the eye. Another point related to this subject is the systematic control mechanism which is necessary for collecting taxes regularly and updating. In this paper, first practical meaning of notice and advertisement subject, problem definition and objectives are described and then legal support and daily practice are revised. Current practice and problems are mentioned. Possibilities of measuring and obtaining necessary information by using digital images and transferring them to spatial databases are studied. By this study, a modern approach was developed for urban management and municipalities by using information technology which is an alternative to current application. Criteria which provide environmental harmony such as urban beauty, colour, compatibility and safety were also evaluated. It was finally concluded that measuring commercial signs and keeping environmental harmony under control for urban beauty can be provided by Digital Photogrammetry (DP technique and GIS capabilities which were studied with pilot applications in the city center of Ankara.

  15. Comparison of two methods for customer differentiation

    NARCIS (Netherlands)

    A.F. Gabor (Adriana); Y. Guang (Yang); S. Axsäter (Sven)

    2014-01-01

    textabstractIn response to customer specific time guarantee requirements, service providers can offer differentiated ser- vices. However, conventional customer differentiation methods often lead to high holding costs and may have some practical drawbacks. We compare two customer differentiation poli

  16. Diabetic Retinopathy Clinical Practice Guidelines: Customized for Iranian Population

    Science.gov (United States)

    Rajavi, Zhale; Safi, Sare; Javadi, Mohammad Ali; Azarmina, Mohsen; Moradian, Siamak; Entezari, Morteza; Nourinia, Ramin; Ahmadieh, Hamid; Shirvani, Armin; Shahraz, Saeid; Ramezani, Alireza; Dehghan, Mohammad Hossein; Shahsavari, Mohsen; Soheilian, Masoud; Nikkhah, Homayoun; Ziaei, Hossein; Behboudi, Hasan; Farrahi, Fereydoun; Falavarjani, Khalil Ghasemi; Parvaresh, Mohammad Mehdi; Fesharaki, Hamid; Abrishami, Majid; Shoeibi, Nasser; Rahimi, Mansour; Javadzadeh, Alireza; Karkhaneh, Reza; Riazi-Esfahani, Mohammad; Manaviat, Masoud Reza; Maleki, Alireza; Kheiri, Bahareh; Golbafian, Faegheh

    2016-01-01

    Purpose: To customize clinical practice guidelines (CPGs) for management of diabetic retinopathy (DR) in the Iranian population. Methods: Three DR CPGs (The Royal College of Ophthalmologists 2013, American Academy of Ophthalmology [Preferred Practice Pattern 2012], and Australian Diabetes Society 2008) were selected from the literature using the AGREE tool. Clinical questions were designed and summarized into four tables by the customization team. The components of the clinical questions along with pertinent recommendations extracted from the above-mentioned CPGs; details of the supporting articles and their levels of evidence; clinical recommendations considering clinical benefits, cost and side effects; and revised recommendations based on customization capability (applicability, acceptability, external validity) were recorded in 4 tables, respectively. Customized recommendations were sent to the faculty members of all universities across the country to score the recommendations from 1 to 9. Results: Agreed recommendations were accepted as the final recommendations while the non-agreed ones were approved after revision. Eventually, 29 customized recommendations under three major categories consisting of screening, diagnosis and treatment of DR were developed along with their sources and levels of evidence. Conclusion: This customized CPGs for management of DR can be used to standardize the referral pathway, diagnosis and treatment of patients with diabetic retinopathy. PMID:27994809

  17. Study on Logistics Enterprises' Big Customer Marketing Strategy Based on RFMT:In the Case of Nanchang Jiaji Express%基于RFMT的物流公司大客户营销策略研究——以南昌佳吉快运为例

    Institute of Scientific and Technical Information of China (English)

    徐静; 王虹斌

    2013-01-01

    In this paper in the case of Nanchang Jiaji Express Company,we analyzed the current status of its big customers and the problems in big customer marketing,used the four dividing factors of the RFMT model to replace the single factor that the company used to classify the customers,that is,shipment value.Then in connection with the K-Means algorithm and customer relationship life circle,we divided the current big customers of the company into four groups and for each of them formulated corresponding marketing strategies such as viral marketing,differentiated marketing and customer wimessing markedng,etc.%以佳吉快运公司为例,分析了大客户的现状以及大客户营销存在的问题.创立RFMT模型的四个划分因素,替代佳吉快运公司原来只以发货金额来划分客户的单一因素,结合K-Means算法和客户关系生命周期,将佳吉快运公司现有的大客户重新细分为4类,针对这4类不同的客户制定了有针对性的营销策略,诸如病毒式营销、差异化营销以及客户见证式营销等.改进后的划分方法更加具有系统性,更能满足客户对服务质量的要求,更加具有针对性以及合理性.

  18. Hypersonic ground test capabilities for T and E testing above mach 8 ''a case where S and T meets T and E''

    Energy Technology Data Exchange (ETDEWEB)

    Constantino, M; Miles, R; Brown, G; Laster, M; Nelson, G

    1999-10-05

    Simulation of hypersonic flight in ground test and evaluation (T and E) facilities is a challenging and formidable task, especially to fully duplicate the flight environment above approximately Mach 8 for most all hypersonic flight systems that have been developed, conceived, or envisioned. Basically, and for many years, the enabling technology to build such a ground test wind tunnel facility has been severely limited in the area of high-temperature, high-strength materials and thermal protection approaches. To circumvent the problems, various approaches have been used, including partial simulation and use of similarity laws and reduced test time. These approaches often are not satisfactory, i.e. operability and durability testing for air-breathing propulsion development and thermal protection development of many flight systems. Thus, there is a strong need for science and technology (S and T) community involvement in technology development to address these problems. This paper discusses a specific case where this need exists and where significant S and T involvement has made and continues to make significant contributions. The case discussed will be an Air Force research program currently underway to develop enabling technologies for a Mach 8-15 hypersonic true temperature wind tunnel with relatively long run time. The research is based on a concept proposed by princeton University using radiant or beamed energy into the supersonic nozzle flow.

  19. Marketing management enhances customer relations.

    Science.gov (United States)

    Lazarus, I R; Petras, G J; Bradford, C

    1992-10-01

    The implementation of automated marketing management systems in hospitals across the United States can change dramatically the way in which a hospital builds business by managing relationships with prospective customers.

  20. Customer-experienced rapid prototyping

    Science.gov (United States)

    Zhang, Lijuan; Zhang, Fu; Li, Anbo

    2008-12-01

    In order to describe accurately and comprehend quickly the perfect GIS requirements, this article will integrate the ideas of QFD (Quality Function Deployment) and UML (Unified Modeling Language), and analyze the deficiency of prototype development model, and will propose the idea of the Customer-Experienced Rapid Prototyping (CE-RP) and describe in detail the process and framework of the CE-RP, from the angle of the characteristics of Modern-GIS. The CE-RP is mainly composed of Customer Tool-Sets (CTS), Developer Tool-Sets (DTS) and Barrier-Free Semantic Interpreter (BF-SI) and performed by two roles of customer and developer. The main purpose of the CE-RP is to produce the unified and authorized requirements data models between customer and software developer.

  1. Custom Visualization without Real Programming

    DEFF Research Database (Denmark)

    Pantazos, Kostas

    Information Visualization tools have simplified visualization development. Some tools help simple users construct standard visualizations; others help programmers develop custom visualizations. This thesis contributes to the field of Information Visualization and End-User Development. The first c...

  2. Study on Customer Demands for Product Innovation

    Institute of Scientific and Technical Information of China (English)

    XIONG Zhiyong; YANG Mingzhong; LI Yibing; LI Jun

    2006-01-01

    In order to improve the satisfaction degree of customers' individual demands for products and reduce the risk of the product innovation, the characteristics of customer demands for product innovation are analyzed, and the type and content of customer demands are discussed. Then the framework of customer demands acquisition for product innovation is established. Finally, the prototype system of customer demands information acquisition and product customization for product innovation which takes mobile phone as the example is developed successfully.

  3. PERANCANGAN CUSTOMER KNOWLEDGE MANAGEMENT PADA PT PANDAWA MAJU PERKASA

    Directory of Open Access Journals (Sweden)

    Joni Suhartono

    2014-12-01

    Full Text Available In the era of global trade, more countries want a quality of product with optimal price. PT Pandawa Maju Perkasa engaged in export trade services requires an application that can bridge the communication between the customer and the company. It can also create appropriate knowledge to present the product to the customer. Knowledge of the product obtained will be shared to the customer as company's marketing activities. In addition, critics and suggestions are very necessary for the improvement of customer service of the company. Research in this study was done by analyzing business process, designing model of knowledge management system, and designing system model. The design of the system made consisted of making class diagrams, use case diagrams, sequence diagrams, and user interface. The design of the CKM system will help the company capture customer demand for the goods they want, the communication between the customer and the company can be well established, critics and suggestions facility made is used to improve services to customers.

  4. OpinionSeer: interactive visualization of hotel customer feedback.

    Science.gov (United States)

    Wu, Yingcai; Wei, Furu; Liu, Shixia; Au, Norman; Cui, Weiwei; Zhou, Hong; Qu, Huamin

    2010-01-01

    The rapid development of Web technology has resulted in an increasing number of hotel customers sharing their opinions on the hotel services. Effective visual analysis of online customer opinions is needed, as it has a significant impact on building a successful business. In this paper, we present OpinionSeer, an interactive visualization system that could visually analyze a large collection of online hotel customer reviews. The system is built on a new visualization-centric opinion mining technique that considers uncertainty for faithfully modeling and analyzing customer opinions. A new visual representation is developed to convey customer opinions by augmenting well-established scatterplots and radial visualization. To provide multiple-level exploration, we introduce subjective logic to handle and organize subjective opinions with degrees of uncertainty. Several case studies illustrate the effectiveness and usefulness of OpinionSeer on analyzing relationships among multiple data dimensions and comparing opinions of different groups. Aside from data on hotel customer feedback, OpinionSeer could also be applied to visually analyze customer opinions on other products or services.

  5. Capabilities for Strategic Adaptation

    DEFF Research Database (Denmark)

    Distel, Andreas Philipp

    organizational conditions, such as organizational design, support the emergence and performance of such capabilities. In detail, the dissertation consists of three self-contained research papers. The first paper is a systematic, multilevel review of the innovation literature; it reinterprets evidence from prior...... firms’ ability to absorb and leverage new knowledge. The third paper is an empirical study which conceptualizes top managers’ resource cognition as a managerial capability underlying firms’ resource adaptation; it empirically examines the performance implications of this capability and organizational...... empirical studies through the dynamic capabilities lens and develops propositions for future research. The second paper is an empirical study on the origins of firm-level absorptive capacity; it explores how organization-level antecedents, through their impact on individual-level antecedents, influence...

  6. 组织变革、动态能力与创新绩效——基于多案例的研究%A Multi-case Study on Organizational Change,Dynamic Capabilities and Innovation Performance

    Institute of Scientific and Technical Information of China (English)

    苏敬勤; 刘静

    2012-01-01

    本文旨在探讨组织变革、动态能力以及创新绩效之间的影响关系。以新产品开发为视角提出基于NPD的三维动态能力,并利用探索性案例研究方法,以制造业三家具有代表性的企业为分析样本,证实了组织变革对需求识别能力、概念开发能力和产品设计能力与创新绩效之间的关系起到了部分中介影响作用。%This paper aims to explore the relationship between organizational change,dynamic capabilities and innovation performance.The three-dimension NPD-based dynamic capabilities are defined from the perspective of new product development.By adopting the exploratory case study method and taking three representative manufacturers as samples,it reveals that organizational change has intermediary influence on the capabilities of identifying market demand,concept developing,and product designing.

  7. Research on the Intrinsic Relationship of Customer Value and Corporate Core Competence

    Science.gov (United States)

    Ji, Guoping

    The article defined customer value and corporate core competence using induction method and described the characteristics of these two concepts. Then the author analyzed the intrinsic relationship of customer value and corporate core competence via the survey and case analysis methods. The author found that customer value was the basic point to cultivate corporate core competence which was the platform to achieve customer value. The article is of great help to provide some ideas of cultivating and developing corporate core competence based on customer value.

  8. The Evolution of Internet Plus Mass Customization f rom the Perspective of Value Co-creation:Based on the Longitudinal Case Study of Shang Pin Home Delivery Company%价值共创视角下的互联网+大规模定制演化--基于尚品宅配的纵向案例研究

    Institute of Scientific and Technical Information of China (English)

    周文辉; 王鹏程; 陈晓红

    2016-01-01

    消费者驱动的大规模定制是中国制造企业转型升级的重要方向之一,如何逐步实现大规模定制,现有研究尚未深入探讨。本文基于价值共创的理论视角,采用案例研究方法,通过分析尚品宅配公司发展历程中一系列关键事件,系统揭示了大规模定制演化的诱因、过程与结果。研究发现:案例企业的大规模定制经历了四个阶段的演化过程;外在压力与内在动力共同推进了价值共创,基于互动和体验的价值共创又促进了大规模定制的实现;大规模定制的演化路径呈现出定制规模、定制品种、定制环节和定制能力的差异性;价值共创在不同阶段的互动主体、互动环节、互动内容与用户体验表现出不同的特征。本文构建的价值共创视角下大规模定制的演化过程模型对中国制造企业向大规模定制转型具有重要的借鉴意义。%Consumer‐driven mass customization is an important direction for the transformation and upgrading of Chinese manufacturing enterprises .The existing research has not deeply investi‐gated how to realize mass customization gradually .This paper ,based on the perspective of value co‐creation theory ,uses standard case study method to systematically reveal the causes ,process and results of mass customization evolution ,through analyzing a series of critical events in the development of the Shang Pin Home Delivery Company .T he study finds that :the case enterprise has experienced four stages of evolution ;external pressure and internal motivation interact to drive value co‐creation ,w hile value co‐creation based on interaction and experience has acceler‐ated the realization of mass customization ;the evolution paths of mass customization present dis‐crepancies in customization size , customization variety , customization links and customization ability ;value co‐creation presents different characteristics in different

  9. Structural Capability of an Organization toward Innovation Capability

    DEFF Research Database (Denmark)

    Nielsen, Susanne Balslev; Momeni, Mostafa

    2016-01-01

    competitive advantage in the organizations is the innovation capability. The innovation capability is associated with other organizational capabilities, and many organizations have focused on the need to identify innovation capabilities.This research focuses on recognition of the structural aspect...... of innovation capability and proposes a conceptual framework based on a Qualitative Meta Synthesis of academic literature on organizations innovation capability. This is proposed for the development of the concept of innovation capability in the organizations and this paper includes an expert based validation...... Capability and Structural Capability. Also, it offers the most important components and indices which directly influence and are related to the structural capability of innovation capability....

  10. A plausible worst-case scenario of increasing multidrug resistance as a tool for assessing societal risks and capabilities in Sweden.

    Science.gov (United States)

    Roffey, Roger; Lindberg, Anna; Molin, Lena; Wikman-Svahn, Per

    2015-01-01

    A "plausible worst-case scenario" of a gradually increasing level of multidrug-resistant bacteria (carbapenem-resistant E. coli) in the human population was developed and used to study how Swedish authorities would manage this situation and to identify preventive measures that could be taken. Key findings include: (1) a scenario in which 5% of the population in southern Sweden become carriers of carbapenem-resistant E. coli is possible or even likely in 10 to 15 years; (2) it is not clear when and how the increase of E. coli resistant to carbapenems as in the scenario would be detected in the general human population; (3) identified negative consequences of the scenario on society were primarily due to increased demands on the healthcare system and potential consequences for food-producing animals, food safety, and environmental health; and (4) a number of preventive and mitigation measures were suggested, including initiating long-term screening programs for public and animal health as well as for food and water production to monitor increasing levels of carbapenem resistance. Strategies and plans to prevent and handle future increasing prevalence of multidrug-resistant bacteria need to be developed.

  11. A new search-and-rescue service in the Mediterranean Sea: a demonstration of the operational capability and an evaluation of its performance using real case scenarios

    Science.gov (United States)

    Coppini, Giovanni; Jansen, Eric; Turrisi, Giuseppe; Creti, Sergio; Yurievna Shchekinova, Elena; Pinardi, Nadia; Lecci, Rita; Carluccio, Ivano; Vittal Kumkar, Yogesh; D'Anca, Alessandro; Mannarini, Gianandrea; Martinelli, Sara; Marra, Palmalisa; Capodiferro, Tommaso; Gismondi, Tommaso

    2016-12-01

    A new web-based and mobile decision support system (DSS) for search-and-rescue (SAR) at sea is presented, and its performance is evaluated using real case scenarios. The system, named OCEAN-SAR, is accessible via the website http://www.ocean-sar.com. In addition to the website, dedicated applications for iOS and Android have been created to optimise the user experience on mobile devices. OCEAN-SAR simulates drifting objects at sea, using as input ocean currents and wind data provided, respectively, by the CMEMS and ECMWF. The modelling of the drifting objects is based on the leeway model, which parameterises the wind drag of an object using a series of coefficients. These coefficients have been measured in field experiments for different types of objects, ranging from a person in the water to a coastal freighter adrift. OCEAN-SAR provides the user with an intuitive interface to run simulations and to visualise their results using Google Maps. The performance of the service is evaluated by comparing simulations to data from the Italian Coast Guard pertaining to actual incidents in the Mediterranean Sea.

  12. Human Research Program Exploration Medical Capability

    Science.gov (United States)

    Barsten, Kristina

    2010-01-01

    NASA s Human Research Program (HRP) conducts and coordinates research projects that provide human health and performance countermeasures, knowledge, technologies, and tools to enable safe, reliable, and productive human space exploration. The Program is divided into 6 major elements, which a) Provide the Program s knowledge and capabilities to conduct research, addressing the human health and performance risks. b) Advance the readiness levels of technology and countermeasures to the point of transfer to the customer programs and organizations. The National Space Biomedical Research Institute (NSBRI) is a partner with the HRP in developing a successful research program. 3

  13. Value Creating Logic of Customer-Driven Product Development

    DEFF Research Database (Denmark)

    Hansen, Anders Peder; Sommer, Anita Friis

    This paper focuses on how companies on business-to-business markets, characterized by complex customer problems, organize and manage the interaction process as part of the management of customer requests for new products. More specifically it is investigated how the intra-organizational activities...... the relationship between customer problems of high complexity and the organization of activities in the buyer-supplier interaction process. Building on value configuration theory and theory of problem complexity this research contributes to widen our understanding of how marketing and problem solving processes...... part of the problem solving process is configured, when taking the customer supplier interaction into consideration. The research takes an inter-and intra-organizational perspective by focusing on the dyad between a buyer and supplier. A single case study is applied in order to investigate...

  14. Combining Agile and Traditional: Customer Communication in Distributed Environment

    Science.gov (United States)

    Korkala, Mikko; Pikkarainen, Minna; Conboy, Kieran

    Distributed development is a radically increasing phenomenon in modern software development environments. At the same time, traditional and agile methodologies and combinations of those are being used in the industry. Agile approaches place a large emphasis on customer communication. However, existing knowledge on customer communication in distributed agile development seems to be lacking. In order to shed light on this topic and provide practical guidelines for companies in distributed agile environments, a qualitative case study was conducted in a large globally distributed software company. The key finding was that it might be difficult for an agile organization to get relevant information from a traditional type of customer organization, even though the customer communication was indicated to be active and utilized via multiple different communication media. Several challenges discussed in this paper referred to "information blackout" indicating the importance of an environment fostering meaningful communication. In order to evaluate if this environment can be created a set of guidelines is proposed.

  15. Supplier Value of Customer-Initiated Product Development

    DEFF Research Database (Denmark)

    Sommer, Anita Friis; Dukovska-Popovska, Iskra; Steger-Jensen, Kenn

    2013-01-01

    Increased market demand and shortened product life cycles generate industrial customer requests for collaborative product development. Manufacture-to-stock suppliers struggle to manage the request process to obtain profitability. The purpose of this paper is to investigate if request management...... is profitable for suppliers, and to examine possible relations between profitability of requests and the requesting customer. Through a case study, request management is identified as a profitable process due to long-term accumulated profit from developed products. Request profitability is not identified...... as related to profitability or turnover of existing customers, and thus profitability of requests cannot be predicted based on these customer data. Results from a coupled interview study indicate that request management has a large potential for future exploitation, and an outline of the supplier value...

  16. How Complaining Customers Make Companies Listen and Influence Product Development

    DEFF Research Database (Denmark)

    Christiansen, John K.; Gasparin, Marta; Varnes, Claus

    2016-01-01

    The analysis in this paper shows how complaining customers can make companies listen to them by spurring the mobilisation of various actors into a hybrid collective strong enough to influence companies’ product development. Customers as sources of innovation have been analysed previously...... processes, mobilised a heterogeneous group of consumers into a loosely connected hybrid collective. The spokesperson acted on behalf of the hybrid collective and put growing pressure on a multinational company, influencing its decision making. In this case, the complaining customer did not exit, nor did he...... become a lead user, but rather became a hybrid customer who actively tried to mobile others in his desire for a product. The study reports on a process analysis of the means by which the company was induced to reinstate a discontinued product. The analysis is divided into three episodes, each marking...

  17. SERVICE QUALITY AND CUSTOMER LOYALTY IN PEACEKEEPING MISSIONS

    Directory of Open Access Journals (Sweden)

    Azman Ismail

    2016-03-01

    Full Text Available The capability of service providers to plan and implement the quality components in executing daily job may have a significant impact on customer loyalty. However, the role of service quality as an important determinant has been given less attention in the workplace quality research literature. Therefore, this study was undertaken to measure the relationship between service quality and customer loyalty. A survey method was employed to collect data from Malaysian soldiers who involved in peacekeeping missions at Middle Eastern country. The outcomes of SmartPLS path model analysis demonstrate that the ability of organization to appropriately implement tangible, reliability, responsiveness, assurance and empathy in executing daily job has been important determinants of customer loyalty. Further, this study provides discussion, implications and conclusion.

  18. Customer’s Advisory, Organizational Openness and Capability: the Locus of Value Creation

    Directory of Open Access Journals (Sweden)

    M. Özgür GÜNGÖR

    2011-05-01

    Full Text Available Organizations of today are aware of the necessity to communicate with customers beyond learning about their satisfaction, loyalty or complaints. The closest way is focusing on customer involvement, a general term used for capturing the responses, advises and ideas of customers in order to better proceed with innovation ideas for product and service development in a competitive market environment. This flow, which is named as “customer’s advisory” by the authors, necessitates openness and capability. Openness requires technological focus along with responsiveness and empathy in organizational culture, creating a positive communication environment. The two variables of the capability construct are frequent and bilateral information sharing. This study was conducted to detect the level of use of these two constructs by various organizations operating in Turkey. The aim was to understand the interest in customer involvement to remain competitive, how “customer’s advisory” was used to collect customer views and responses in order to nurture creativity in innovation processes. Results reflect that organizations proved to be open; responsive to meet expectations, willing to understand the customers, and reflected empathy to encourage creative ideas. Also both variables of the capability construct proved to be strong where well-educated and trained employees help most for understanding the comments of customers. Turkish organizations’ following the customer’s advisory with openness and capability brings a new focus into Customer Relationship Management via feeding a creative process leadership focus to remain competitive.

  19. the customer at the final frontier of mass customization

    DEFF Research Database (Denmark)

    Svensson, Carsten; Jensen, Thomas

    2002-01-01

    , some of the factors influencing the use of this business paradigm are discussed and it is argued that the customer is the major limiting factor at the final frontier of mass customisation. Until recently mass customisation have mainly been turned towards the structural design of products, whereas...... this paper argues that there might be a need for an increased focus on the fulfilment of customer needs. As a result of this manufactures will have to hone the balance of trade-offs, as the paradigm of mass customisation becomes a commodity....

  20. The Customer at the Final Frontier of Mass Customization

    DEFF Research Database (Denmark)

    Svensson, Carsten

    2001-01-01

    , some of the factors influencing the use of this business paradigm are discussed and it is argued that the customer is the major limiting factor at the final frontier of mass customisation. Until recently mass customisation have mainly been turned towards the structural design of products, whereas...... this paper argues that there might be a need for an increased focus on the fulfilment of customer needs. As a result of this manufactures will have to hone the balance of trade-offs, as the paradigm of mass customisation becomes a commodity....

  1. Best Practices in Customs Procedures

    Directory of Open Access Journals (Sweden)

    Ioan Popa

    2015-08-01

    Full Text Available The paper presents the main aspects related to the modernisation process of the European Union customs legislation and identifies a series of benefits that arise from implementing the measures of the Modernised Community customs code. In this context, foreign trade companies must adapt their logistics strategies to the new customs system, a necessary condition in order to obtain competitive advantages. In an increasingly competitive global environment, best practices in the customs activity have a positive influence both on the international trade as well as on the consumer safety and protection. The results of implementing best practices are also found in rankings made by different institutions and international organisations regarding the competitiveness in logistics and ease in the development of foreign trade transactions. They mainly relate to reducing the time for the necessary clearance procedure and reducing the logistics costs by decreasing the number of physical and documentation checks, giving a priority treatment to consignments when they are selected for control, the possibility to choose the location for customs controls and less information to submit in summary declarations.

  2. 7 CFR 1230.7 - Customs Service.

    Science.gov (United States)

    2010-01-01

    ... 7 Agriculture 10 2010-01-01 2010-01-01 false Customs Service. 1230.7 Section 1230.7 Agriculture... CONSUMER INFORMATION Pork Promotion, Research, and Consumer Information Order Definitions § 1230.7 Customs Service. Customs Service means the United States Customs Service of the United States Department...

  3. 7 CFR 1206.4 - Customs.

    Science.gov (United States)

    2010-01-01

    ... 7 Agriculture 10 2010-01-01 2010-01-01 false Customs. 1206.4 Section 1206.4 Agriculture... INFORMATION Mango Promotion, Research, and Information Order Definitions § 1206.4 Customs. Customs means the Customs and Border Protection of the U.S. Department of Homeland Security....

  4. 27 CFR 27.185 - Customs release.

    Science.gov (United States)

    2010-04-01

    ... 27 Alcohol, Tobacco Products and Firearms 1 2010-04-01 2010-04-01 false Customs release. 27.185... Distilled Spirits From Customs Custody Free of Tax for Use of the United States § 27.185 Customs release. (a) Upon receipt of appropriate customs entry and a photocopy of a permit, Form 5150.33 or...

  5. 7 CFR 1219.6 - Customs.

    Science.gov (United States)

    2010-01-01

    ... 7 Agriculture 10 2010-01-01 2010-01-01 false Customs. 1219.6 Section 1219.6 Agriculture..., AND INFORMATION Hass Avocado Promotion, Research, and Information Order Definitions § 1219.6 Customs. Customs means the United States Customs Service....

  6. 7 CFR 1221.7 - Customs.

    Science.gov (United States)

    2010-01-01

    ... 7 Agriculture 10 2010-01-01 2010-01-01 false Customs. 1221.7 Section 1221.7 Agriculture... INFORMATION ORDER Sorghum Promotion, Research, and Information Order Definitions § 1221.7 Customs. Customs means the U.S. Customs and Border Protection of the U.S. Department of Homeland Security....

  7. 7 CFR 1207.313 - Customs Service.

    Science.gov (United States)

    2010-01-01

    ... 7 Agriculture 10 2010-01-01 2010-01-01 false Customs Service. 1207.313 Section 1207.313... PLAN Potato Research and Promotion Plan Definitions § 1207.313 Customs Service. Customs Service means the United States Customs Service of the United States Department of the Treasury. National...

  8. 7 CFR 1260.129 - Customs Service.

    Science.gov (United States)

    2010-01-01

    ... 7 Agriculture 10 2010-01-01 2010-01-01 false Customs Service. 1260.129 Section 1260.129... Promotion and Research Order Definitions § 1260.129 Customs Service. Customs Service means the United States Customs Service of the United States Department of the Treasury....

  9. 32 CFR 637.6 - Customs investigations.

    Science.gov (United States)

    2010-07-01

    ... 32 National Defense 4 2010-07-01 2010-07-01 true Customs investigations. 637.6 Section 637.6... CRIMINAL INVESTIGATIONS MILITARY POLICE INVESTIGATION Investigations § 637.6 Customs investigations. (a) Customs violations will be investigated as prescribed in AR 190-41. When customs authorities...

  10. Online Banking Customers: Insights from Germany

    Directory of Open Access Journals (Sweden)

    Sven Christian Berger

    2007-04-01

    Full Text Available Online banking is wide spread among German banking customers. But what really characterizes those customers? Using data from a nation-wide survey of about 20,000 retail banking customers, the authors analyze the profile of online banking customers and their banking behavior.

  11. A Study to Investigate the Effect of Customer Value on Customer Satisfaction, Brand Loyalty and Customer Relationship Management Performance

    Directory of Open Access Journals (Sweden)

    Berrin Onaran,

    2013-04-01

    Full Text Available Beyond satisfying needs, customer value is the key to establish and maintain long run relationships. Hence, providing excellent customer value as a driving force of customer relationships management performance plays a key role in gaining sustainable competitive advantage. The aim of this research is to investigate the relationships among dimensions of customer value, customer satisfaction, brand loyalty and customer relationship management performance. Data obtained from customers of thermal hotels in Afyon, was analyzed by using Structural Equation Modeling (SEM. Results reveal that emotional value being the most influential dimension and social value being the least influential one, dimensions of customer value affect customer satisfaction directly by 80%. Besides, it is revealed that customer satisfaction has strong effect on customer relationship management performance and brand loyalty and considerable part of this effect is mediated by the indirect effect of customer value. Thus, we can say that dimensions of customer value has an indirect effect on customer relationship management performance and brand loyalty mediated by customer satisfaction.

  12. Management Innovation Capabilities

    DEFF Research Database (Denmark)

    Harder, Mie

    Management innovation is the implementation of a new management practice, process, technique or structure that significantly alters the way the work of management is performed. This paper presents a typology categorizing management innovation along two dimensions; radicalness and complexity. Then......, the paper introduces the concept of management innovation capabilities which refers to the ability of a firm to purposefully create, extend and modify its managerial resource base to address rapidly changing environments. Drawing upon behavioral theory of the firm and the dynamic capabilities framework......, the paper proposes a model of the foundations of management innovation. Propositions and implications for future research are discussed....

  13. Capability Handbook- offline metrology

    DEFF Research Database (Denmark)

    Islam, Aminul; Marhöfer, David Maximilian; Tosello, Guido;

    This offline metrological capability handbook has been made in relation to HiMicro Task 3.3. The purpose of this document is to assess the metrological capability of the HiMicro partners and to gather the information of all available metrological instruments in the one single document. It provides...... a quick overview of what is possible today by the state of the art, what the HiMicro consortium can do and what metrological requirements we have concerning the HiMicro industrial demonstrators....

  14. How Healthcare Can Refocus on Its Super-Customers (Patients, n =1) and Customers (Doctors and Nurses) by Leveraging Lessons from Amazon, Uber, and Watson.

    Science.gov (United States)

    Kolker, Evelyne; Özdemir, Vural; Kolker, Eugene

    2016-06-01

    Healthcare is transforming with data-intensive omics technologies and Big Data. The "revolution" has already happened in technology, but the bottlenecks have shifted to the social domain: Who can be empowered by Big Data? Who are the users and customers? In this review and innovation field analysis, we introduce the idea of a "super-customer" versus "customer" and relate both to 21st century healthcare. A "super-customer" in healthcare is the patient, sample size of n = 1, while "customers" are the providers of healthcare (e.g., doctors and nurses). The super-customers have been patients, enabled by unprecedented social practices, such as the ability to track one's physical activities, personal genomics, patient advocacy for greater autonomy, and self-governance, to name but a few. In contrast, the originally intended customers-providers, doctors, and nurses-have relatively lagged behind. With patients as super-customers, there are valuable lessons to be learned from industry examples, such as Amazon and Uber. To offer superior quality service, healthcare organizations have to refocus on the needs, pains, and aspirations of their super-customers by enabling the customers. We propose a strategic solution to this end: the PPT-DAM (People-Process-Technology empowered by Data, Analytics, and Metrics) approach. When applied together with the classic Experiment-Execute-Evaluate iterative methodology, we suggest PPT-DAM is an extremely powerful approach to deliver quality health services to super-customers and customers. As an example, we describe the PPT-DAM implementation by the Benchmarking Improvement Program at the Seattle Children's Hospital. Finally, we forecast that cognitive systems in general and IBM Watson in particular, if properly implemented, can bring transformative and sustainable capabilities in healthcare far beyond the current ones.

  15. Customer satisfaction in European food retailing

    DEFF Research Database (Denmark)

    Juhl, Hans Jørn; Kristensen, Kai; Østergaard, Peder

    2002-01-01

    based upon measures identifying how potential partners are perceived by the customers. Based on results from the European Customer Satisfaction study, a comparative analysis of customer satisfaction in Europe is conducted. Some specific Danish results are shown and the relationship between customer...... loyalty, supermarket type and ownership structure is studied. The relationship between results after taxes and customer loyalty is documented.......Customer satisfaction and customer loyalty is becoming an increasingly important factor in modern retailing - a market characterized by slow growth and intense competition. Big non-European chains such as Walmart are already present in some countries and consider to buy some of the retail chains...

  16. Linking Customer Interaction and Innovation

    DEFF Research Database (Denmark)

    Foss, Nicolai Juul; Laursen, Keld; Pedersen, Torben

    2011-01-01

    The notion that firms can improve their innovativeness by tapping users and customers for knowledge has become prominent in innovation studies. Similar arguments have been made in the marketing literature. We argue that neither literatures take sufficient account of firm organization. Specifically......, firms that attempt to leverage user and customer knowledge in the context of innovation must design an internal organization appropriate to support it. This can be achieved in particular through the use of new organizational practices, notably, intensive vertical and lateral communication, rewarding...... employees for sharing and acquiring knowledge, and high levels of delegation of decision rights. In this paper, six hypotheses were developed and tested on a data set of 169 Danish firms drawn from a 2001 survey of the 1,000 largest firms in Denmark. A key result is that the link from customer knowledge...

  17. Custom v. Standardized Risk Models

    Directory of Open Access Journals (Sweden)

    Zura Kakushadze

    2015-05-01

    Full Text Available We discuss when and why custom multi-factor risk models are warranted and give source code for computing some risk factors. Pension/mutual funds do not require customization but standardization. However, using standardized risk models in quant trading with much shorter holding horizons is suboptimal: (1 longer horizon risk factors (value, growth, etc. increase noise trades and trading costs; (2 arbitrary risk factors can neutralize alpha; (3 “standardized” industries are artificial and insufficiently granular; (4 normalization of style risk factors is lost for the trading universe; (5 diversifying risk models lowers P&L correlations, reduces turnover and market impact, and increases capacity. We discuss various aspects of custom risk model building.

  18. CAPABILITY ASSESSMENT OF MEASURING EQUIPMENT USING STATISTIC METHOD

    Directory of Open Access Journals (Sweden)

    Pavel POLÁK

    2014-10-01

    Full Text Available Capability assessment of the measurement device is one of the methods of process quality control. Only in case the measurement device is capable, the capability of the measurement and consequently production process can be assessed. This paper deals with assessment of the capability of the measuring device using indices Cg and Cgk.

  19. Case Study and Application of Customer Rating Segmentation --Based on Securities CRM%客户风险评级管理研究与应用——基于证券CRM管理

    Institute of Scientific and Technical Information of China (English)

    王园

    2012-01-01

    Based on theory of Customer Relationship Management, this paper constructs securities industry's multi -dimension segmentation model including 14 industrial characters indexes. Then combining K - means cluster algorithm and business intelligence, this paper brings forward Chinese securities industry's customer risk rating management model And aiming at Xiamen's one certain security company, this paper applies ease study to concrete customer information, and identifies efficiently customer groups with difference characters and risk preference, accordingly, security company can adopt personalized marketing strategies.%在客户关系管理理论的基础上,建立了包含14个行业特色指标的证券业多维细分模型,并结合K—means聚类算法和商务智能技术,提出基于K—means聚类方法的中国证券业客户风险评级管理模型,并结舍具体案例,对厦门某证券公司的具体客户信息进行了实证研究,有效的识别出了具有不同该特征以及风险偏好的客户群,证券公司可以据此推出个性化营销策略。

  20. The silent customers: measuring customer satisfaction in nursing homes.

    Science.gov (United States)

    Kleinsorge, I K; Koenig, H F

    1991-12-01

    Nursing home administrators concerned with customer satisfaction and quality of care need a tool to assess and monitor ongoing satisfaction of nursing home residents and family members. The authors report a preliminary effort to develop such a survey using focus groups.

  1. 保险客户公民行为影响因素量表开发--以A公司为例%The Scale Development of the Influence Factor of Insurance Customer Citizenship Behavior---A Case of A Company

    Institute of Scientific and Technical Information of China (English)

    黄鹏; 林晓燕; 刘艳

    2014-01-01

    With the gradual openness of China’s insurance market, the insurance companies must establish a stable customer base through the promotion of policyholders’customer citizenship behavior if they want to keep the market share in the highly competitive market. So a mature scale is needed to accurately measure the factors that affect insurance customer citizenship behavior in order to better study the inner formation mechanism of insurance customer citizenship behavior. But in the existing literature, there is no the mature scale for this research aim. Selecting the customer base of A company in Guangdong area as the sample, designing scale ques-tionnaire through the customer interview, the paper analyzes the reliability, validity and factor of the questionnaire through the prepara-tory investigation, finally provides a feasible scale which can directly be used into the customer management for the insurance compa-nies.%随着中国保险市场的逐渐开放,保险公司要想在高度竞争的市场中保持份额,就必须通过促进保险客户产生顾客公民行为来形成稳定的客户群体。因此需要一种成熟量表来准确衡量影响保险客户顾客公民行为的各项因素,以便于更好地研究保险客户顾客公民行为形成的内在机理,但在现有的文献中并没有测量中国保险客户顾客公民行为影响因子的成熟量表。此文以A公司广东地区客户群为样本,通过客户访谈设计量表问题,并通过预研调查,对问卷进行信度、效度以及因子分析,最终为保险公司提供可以直接运用到客户管理中的实用型量表。

  2. A new methodology to study customer electrocardiogram using RFM analysis and clustering

    Directory of Open Access Journals (Sweden)

    Mohammad Reza Gholamian

    2011-04-01

    Full Text Available One of the primary issues on marketing planning is to know the customer's behavioral trends. A customer's purchasing interest may fluctuate for different reasons and it is important to find the declining or increasing trends whenever they happen. It is important to study these fluctuations to improve customer relationships. There are different methods to increase the customer's willingness such as planning good promotions, an increase on advertisement, etc. This paper proposes a new methodology to measure customer's behavioral trends called customer electrocardiogram. The proposed model of this paper uses K-means clustering method with RFM analysis to study customer's fluctuations over different time frames. We also apply the proposed electrocardiogram methodology for a real-world case study of food industry and the results are discussed in details.

  3. A single-server Markovian queuing system with discouraged arrivals and retention of reneged customers

    Directory of Open Access Journals (Sweden)

    Kumar Rakesh

    2014-01-01

    Full Text Available Customer impatience has a very negative impact on the queuing system under investigation. If we talk from business point of view, the firms lose their potential customers due to customer impatience, which affects their business as a whole. If the firms employ certain customer retention strategies, then there are chances that a certain fraction of impatient customers can be retained in the queuing system. A reneged customer may be convinced to stay in the queuing system for his further service with some probability, say q and he may abandon the queue without receiving the service with a probability p(=1− q. A finite waiting space Markovian single-server queuing model with discouraged arrivals, reneging and retention of reneged customers is studied. The steady state solution of the model is derived iteratively. The measures of effectiveness of the queuing model are also obtained. Some important queuing models are derived as special cases of this model.

  4. Antecedents of Customer Relationship Termination

    DEFF Research Database (Denmark)

    Geersbro, Jens; Ritter, Thomas

    To end business relationships, or to more actively terminate relationships, has long been acknowledged as part of customer relationship management. However, compared to other elements such as initiation and maintenance of relationships, little is known about the termination of business...... relationships as a managerial task. This paper contributes by (1) developing a conceptualization of relationship termination competence and (2) analyzing its antecedents. The empirical results identify termination acceptance, definition non-customers, organizational relationship termination routines......, and motivation as significant antecedents. Because of this, managers need to develop their organizations in order to use relationship termination as a vital strategy....

  5. Take control of customizing Leopard

    CERN Document Server

    Neuburg, Matt

    2009-01-01

    Come up to speed quickly on Leopard's new features! So, what's new in Leopard? What's all the fuss about? This book shows you, through a hands-on guided tour of the adjustments, tweaks, and customizations you can make in the System and the Finder. Apple boasts of 300 new features in Leopard, but to make the most of those features, turn to Matt Neuburg for a road map on how to customize Leopard so it's right for you. Matt shows you how to protect your data with Time Machine, including instructions for searching through previous files with Spotlight. You'll also learn how to peek at files with

  6. Modeling churn using customer lifetime value

    OpenAIRE

    Glady, Nicolas; Baesens, Bart; Croux, Christophe

    2009-01-01

    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 is to redefine the notion of customer loyalty by considering it from a customer-centric vi...

  7. Study on Customer Demands for Product Innovation

    Institute of Scientific and Technical Information of China (English)

    XIONG Zhiyong; YANG Mingzhong; LI Yibing; LI Jun

    2006-01-01

    In order to improve the satisfaction degree of customers' individual demands on products and reduce the risk of the product innovation, the characteristics of customer demands for product innovation are analyzed, and their type and content are discussed. Then the framework of customer demands acquisition for product innovation is established. Finally, the prototype system of customer demands information acquisition and product customization for product innovation which takes mobile phone as the example is developed successfully.

  8. Measuring Air Force Contracting customer satisfaction

    OpenAIRE

    Davis, Jamie

    2015-01-01

    Approved for public release; distribution is unlimited This research gathers background information to identify which customer satisfaction elements should be included in a standardized tool that measures the level of customer satisfaction for AF Contracting’s external and internal customers. This research conducts a comprehensive literature review of the prominent customer satisfaction trends, while exploring the idiosyncrasies of customer satisfaction that are unique to AF Contracting. F...

  9. Modeling Customer's Satisfaction Behavior through Uninorms

    OpenAIRE

    Depaire, Benoit; Vanhoof, Koen; Wets, Geert

    2006-01-01

    During the last three decades, the focus of customer satisfaction research has shifted from what it was about the product or service that customers found satisfying to how and why customers became satisfied. This resulted into several models that try to explain the customer's satisfaction behaviour, among which the expectancy-disconfirmation paradigm is one of the most prominent models. This model identifies three elements which have an influence on the customer's satisfaction level: i.e perf...

  10. Employee and customer satisfaction in healthcare.

    Science.gov (United States)

    Jackson, Todd; Wood, Ben D

    2010-01-01

    There were multiple factors identified in a literature review that have a relationship to customer satisfaction, customer loyalty, employee satisfaction, and links between employee and customer satisfaction. Some of the factors identified were communication, wait times, perceived value, trust, dissatisfaction with management, changes in the workplace, vision,and fun at work. Managers must identify these topics to ensure customer satisfaction, customer loyalty,and employee satisfaction which will ultimately have a positive impact on their organizations.

  11. Customer Surveillance: Consumer Attitudes and Management Strategies

    OpenAIRE

    Plangger, Kirk Anton

    2015-01-01

    Due to technological advances, customer surveillance (i.e., the collection, capture, use, or storage of customers’ personal data) is becoming less expensive and more covert. Brands use these personal data that contain needs, preferences, characteristics, behavior, attitudes, or other customer attributes (i.e., market intelligence) to develop more competitive products and services. Customer surveillance also can put stress on customer relationships with brands, thus brands must conduct custome...

  12. Comparison of two methods for customer differentiation

    OpenAIRE

    Gabor, Adriana; Guang, Yang; Axsäter, Sven

    2014-01-01

    textabstractIn response to customer specific time guarantee requirements, service providers can offer differentiated ser- vices. However, conventional customer differentiation methods often lead to high holding costs and may have some practical drawbacks. We compare two customer differentiation policies: stock reservation and pipeline stock priority for high priority customers. We derive exact analytical expressions of the waiting time distri- bution of both types of customers for a stock res...

  13. Capabilities Report 2012

    Science.gov (United States)

    2012-01-01

    74 Biosurveillance - Rapid Identification of Unknown Microorganisms...RSI is dedicated to the effort and capabilities of enabling biosurveillance through coordinated and integrated national and international systems...natural, accidental, or deliberate in nature. These initiatives include: biosurveillance , outbreak recognition and avoidance, pathogen characterization

  14. Metrology Measurement Capabilities

    Energy Technology Data Exchange (ETDEWEB)

    Dr. Glen E. Gronniger

    2007-10-02

    This document contains descriptions of Federal Manufacturing & Technologies (FM&T) Metrology capabilities, traceability flow charts, and the measurement uncertainty of each measurement capability. Metrology provides NIST traceable precision measurements or equipment calibration for a wide variety of parameters, ranges, and state-of-the-art uncertainties. Metrology laboratories conform to the requirements of the Department of Energy Development and Production Manual Chapter 13.2, ANSI/ISO/IEC ANSI/ISO/IEC 17025:2005, and ANSI/NCSL Z540-1. FM&T Metrology laboratories are accredited by NVLAP for the parameters, ranges, and uncertainties listed in the specific scope of accreditation under NVLAP Lab code 200108-0. See the Internet at http://ts.nist.gov/Standards/scopes/2001080.pdf. These parameters are summarized. The Honeywell Federal Manufacturing & Technologies (FM&T) Metrology Department has developed measurement technology and calibration capability in four major fields of measurement: (1) Mechanical; (2) Environmental, Gas, Liquid; (3) Electrical (DC, AC, RF/Microwave); and (4) Optical and Radiation. Metrology Engineering provides the expertise to develop measurement capabilities for virtually any type of measurement in the fields listed above. A strong audit function has been developed to provide a means to evaluate the calibration programs of our suppliers and internal calibration organizations. Evaluation includes measurement audits and technical surveys.

  15. Capabilities for Intercultural Dialogue

    Science.gov (United States)

    Crosbie, Veronica

    2014-01-01

    The capabilities approach offers a valuable analytical lens for exploring the challenge and complexity of intercultural dialogue in contemporary settings. The central tenets of the approach, developed by Amartya Sen and Martha Nussbaum, involve a set of humanistic goals including the recognition that development is a process whereby people's…

  16. Building server capabilities

    DEFF Research Database (Denmark)

    Adeyemi, Oluseyi

    -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...

  17. Building Server Capabilities

    DEFF Research Database (Denmark)

    Adeyemi, Oluseyi

    2013-01-01

    -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...

  18. The Capability Approach

    NARCIS (Netherlands)

    I.A.M. Robeyns (Ingrid)

    2011-01-01

    textabstract In its most general description, the capability approach is a flexible and multi-purpose normative framework, rather than a precise theory of well-being, freedom or justice. At its core are two normative claims: first, the claim that the freedom to achieve well-being is of primary mora

  19. Capabilities for Intercultural Dialogue

    Science.gov (United States)

    Crosbie, Veronica

    2014-01-01

    The capabilities approach offers a valuable analytical lens for exploring the challenge and complexity of intercultural dialogue in contemporary settings. The central tenets of the approach, developed by Amartya Sen and Martha Nussbaum, involve a set of humanistic goals including the recognition that development is a process whereby people's…

  20. MEASURING THE CUSTOMER SATISFACTION OF ISLAMIC BANKING SECTOR IN BANGLADESH

    Directory of Open Access Journals (Sweden)

    Hossain Shahid SHOHROWARDHY

    2015-08-01

    Full Text Available The banking sector has been playing a significant role in achieving the economic growth of Bangladesh, where contribution of Islamic Banking Sector is remarkable. Islamic Banking Sector shows a substantial growth position in Bangladesh. Customer satisfaction is the most significant affecting phenomenon in determining the banking growth. Thus, this study attempts to measure the existing level of customer satisfaction of Islamic Banks in Bangladesh, using the Structural Equation Model (SEM. This study uses the 22 dimensions of customer satisfaction which used in the earlier studies in different countries for measuring the customer satisfaction of Islamic Banking Sector. A total of 385 samples have been taken from six full pledged Islamic Banks in Bangladesh. It reveals form the study that Human Resources and Systemization Service Delivery is the strongest indicator of customer satisfaction of Islamic Banking Sector in Bangladesh followed by Core Product, Service Capability and Social Responsibility. The findings therefore, may be helpful for policy-makers of banking authorities who have been making serious endeavor to sustain the growth of Islamic Banking Sector in Bangladesh.