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Sample records for capabilities customers case

  1. ANTECEDENTS OF CUSTOMER RELATIONSHIP MANAGEMENT CAPABILITIES

    Directory of Open Access Journals (Sweden)

    Tuleu Daniela

    2015-07-01

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

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

    Science.gov (United States)

    Chae, Ho-Chang

    2009-01-01

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

  3. The Strategic Choice of the Firm with Customization Capability

    OpenAIRE

    2014-01-01

    The needs of customization are increasing gradually. It leads to various and customized products and service. The issue ¡°Mass Customization¡± also comes out for discussion. We use a game-theoretical model to discuss the competition between the firms with and without customization capability. We assume that the firm without customization capability can adjust the product characteristics by inputting advertising or selecting market location. We find that when the firm with customization capabi...

  4. ANTECEDENTS OF CUSTOMER RELATIONSHIP MANAGEMENT CAPABILITIES

    OpenAIRE

    Tuleu Daniela

    2015-01-01

    Customer relationship management, as a process to manage customer relationship initiation, maintenance and termination to maximize the value of the relationship portfolio, is an evolving process. In recent years, the development of interactive technologies (social media) have revolutionized the interaction between firms and their customers and between customers. The impact of technology on CRM is improving ways of collecting and processing customer information and transforming communication w...

  5. Capability Maturity Assessment Method of Civil Aircraft Customer Service System

    OpenAIRE

    Xu Jun; Chen Lin; Sun Lei

    2014-01-01

    According to the basic ideas of the maturity model (Capability Maturity Model, CMM), the maturity model and its capability maturity comprehensive evaluation method of civil aircrafts’ customer service system are established from five aspects: Engineering and technical support, marketing and customer support, spare parts support, flight training and technical publications. Referencing survey results of the customer service satisfaction from airlines, weights was ...

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

    OpenAIRE

    Katharina Buttenberg

    2015-01-01

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

  7. Customs Modernization Initiatives : Case Studies

    OpenAIRE

    De Wulf, Luc; José B. Sokol

    2004-01-01

    This volume presents case studies of customs modernization initiatives in eight developing countries: Bolivia, Ghana, Morocco, Mozambique, Peru, the Philippines, Turkey, and Uganda. The purpose of these case studies was to obtain a firsthand view of how these countries undertook customs reforms and to assess their success. The overall lessons learned from these studies are presented in cha...

  8. 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....

  9. 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...

  10. Customer Buying Behavior : Case Study: Algol Technics

    OpenAIRE

    Weckman, Nina

    2009-01-01

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

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

    OpenAIRE

    Colaço, Miguel Maria de Sá Nogueira Almeida

    2015-01-01

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

  12. Maintaining Customer Loyalty : Case company: Industrail Securities Ltd (China)

    OpenAIRE

    Zhang, Wenqing

    2010-01-01

    The purpose of this thesis is to investigate how customer relationship management can be applied in maintaining customer loyalty. The study will assist the case company to find the way to develop a long-term relationship with existing customers. The better relationship with customers, the higher customer loyalty will be obtained. The theoretical background of the thesis begins with general view of customer relationship management, which embodies the concept of managing customer relations...

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

    OpenAIRE

    Huhtamäki, Heli

    2014-01-01

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

  14. Improving key customer relationships : in the case of company X

    OpenAIRE

    Loman, Saara

    2012-01-01

    The purpose of this thesis is to study the behaviour, expectations and desires of the most important customers of a case company in order to satisfy those customers and to ensure the continuous relationship between them and the case company. The intention is to improve current customer processes, to propose new customer processes and to develop existing customer relationships. The theoretical section begins by explaining the principles of business-to-business buying in order to understand...

  15. A CASE STUDY INVESTIGATING IN CUSTOMER DEFECTION

    OpenAIRE

    Svraka, Amela; Wolnik, Karolina

    2012-01-01

    This master’s thesis investigates the Swedish American Chamber of Commerce (SACC) in Chicago, a non-profit organization, in order to aid it with customer defection. The chosen literature contributes to a better understanding of customer behavior, and thus, customer defection, by examining customer retention, customer defection, switching behaviors, and different gaps that can occur in the relationship between a service supplier and its customers. Through a systematic combining approach and em...

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

    OpenAIRE

    Roche, Jamie

    2014-01-01

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

  17. Improving Customer Satisfaction, case Tiger Airways

    OpenAIRE

    Ngo, Thi

    2011-01-01

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

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

    OpenAIRE

    Tarkkonen, Johanna

    2014-01-01

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

  19. 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

  20. CUSTOMER INTERACTION ON DIGITAL ECONOMY: A CASE STUDY

    OpenAIRE

    Mateus Tavares da Silva Cozer

    2007-01-01

    On a digital economy context, customer interaction is fundamental to any company to provide competitive advantage. This research intends to give concrete answers for the sea of information complexity which is the Internet. The main case is to build a model of digital customer interaction. Customization extends beyond targeted media to include the design and delivery of the product itself. Venkatraman (1998) defines dynamic customization based on three principles: modularity, intelligence and ...

  1. 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...

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

    OpenAIRE

    Iftikhar, Ahmed; Yusi, Zhao

    2008-01-01

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

  3. Value Co-creation, Dynamic Capabilities and Customer Retention in Industrial Markets

    OpenAIRE

    Preikschas, Michael W.; Cabanelas, Pablo; Rüdiger, Klaus; Lampón, Jesús F.

    2014-01-01

    The paper analyses how value co-creation processes can influence the generation of dynamic capabilities and the retention of industrial customers. The authors explore its influence with the support of Social Exchange Theory, Resource-Based View and Service-Dominant Logic. The methodology applied was qualitative research, based on 29 semi-structured in depth interviews with owners, managing directors, and technical managers with previous experience in co-creation processes. The research was pe...

  4. Exploring the nature of effective customer relationship management capability in the Irish hotel sector

    OpenAIRE

    Drohan, Richard

    2010-01-01

    While effective Customer Relationship Management (CRM) is critical for firms to sustain competitive advantage, the academic literature provides little insight into the nature of CRM capability. The lack of a prescriptive focus is particularly problematic in high contact industries such as hospitality, where a strong guest focus is crucial to performance. The Resource-Based View of the Firm (RBV) literature provides a theoretical lens to examine CRM, and significant research has taken place on...

  5. Fostering engagement in private online customer community: case YIT Plus

    OpenAIRE

    Heikkinen, Johanna

    2015-01-01

    Objective of the Study: The objective of the study is to explore different communicative actions the case organization can use in a private online customer community YIT Plus. The focus is on the challenges of the customer community that may prevent engagement as well as on the specific features, which can in turn enhance customer engagement by providing after-sale added value. The study also seeks to explore the privacy aspect of the online community and changing stakeholder roles in a t...

  6. Customers' Buying Behavior : Case IKEA Tampere

    OpenAIRE

    Mäkinen, Teea

    2015-01-01

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

  7. 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.

  8. 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.

  9. 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.

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

    OpenAIRE

    Marjan Mohaimani; Seyed Alireza Seyed Salehi

    2014-01-01

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

  11. CUSTOMER INTERACTION ON DIGITAL ECONOMY: A CASE STUDY

    Directory of Open Access Journals (Sweden)

    Mateus Tavares da Silva Cozer

    2007-10-01

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

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

    Science.gov (United States)

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

    2016-01-01

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

  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. 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.

  15. 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.

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

    OpenAIRE

    Amorim Marlene; Rosa Maria João; Santos Sandra

    2014-01-01

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

  17. Managing Customer Participation and Customer Interactions in Service Delivery: the Case of Museums and Educational Services

    Directory of Open Access Journals (Sweden)

    Amorim Marlene

    2014-08-01

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

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

    OpenAIRE

    Onyango, Shalotte Salmi

    2011-01-01

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

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

    OpenAIRE

    Uusitalo, K.,; Hakala, H.; Kautonen, T.

    2008-01-01

    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. Th...

  20. Customer Value Analysis from a Customer's Perspective: Case of Turkish Airlines Domestic Passengers

    Directory of Open Access Journals (Sweden)

    Özlem Atalik

    2009-06-01

    Full Text Available The value concept seems to be one of the most recent and most popular trends. In recent years, customer value has become a major focus among strategy researchers and practitioners as an essential element of a firm’s competitive strategy. (Ravald and Grönroos, 1996 Customer value and customer benefit are key concepts in marketing as well as operations management the emphasis in airline management seems to lie on cost management and traditional quality management customer value concepts in passenger air transport, becomes clear that there have been changing focuses not necessarily always driven by customer needs but more by technical and market influences. (Biegera, Wittmerb Therefore, this article focuses on customer value from a customer's perspective and study focuses on determination of the domestic passenger’s perceived value of Turkish Airlines’ services, like for example price, convenience of flights, on time performance etc. This concept is a new strategic orientation in the industry.

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

    OpenAIRE

    Shamsuzzaman, Md.

    2014-01-01

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

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

    Institute of Scientific and Technical Information of China (English)

    邱慧芳; 郝生跃; 任旭

    2012-01-01

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

  3. 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…

  4. Improving customer loyalty through a regular cus-tomer program : Case Onninen Oy

    OpenAIRE

    Savolainen, Teemu

    2010-01-01

    ABSTRACT The objective of this thesis was to gather up to date information on the needs, wishes and values of small and medium-sized contractors, in order to comprehend customer value perception, purchase behavior and customer loyalty. The results of this qualitative research were reflected upon theory, to come up with improvement suggestions for the present regular customer program of Onninen. The revised program should lead to higher sales productivity, improved operating, overall profi...

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

    OpenAIRE

    Turunen, Mervi

    2016-01-01

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

  6. 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.

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

    OpenAIRE

    Kambiz Heidarzadeh Hanzaee; Amanolla Rahpeima

    2012-01-01

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

  8. 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.

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

    OpenAIRE

    Laine, Hanna

    2011-01-01

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

  10. 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...

  11. 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.  

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

    OpenAIRE

    Gintarė Bliujūtė; Renata Korsakienė

    2014-01-01

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

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

    OpenAIRE

    Gong, Xueqi

    2015-01-01

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

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

    OpenAIRE

    Beilinson, Joni

    2013-01-01

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

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

    OpenAIRE

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

    2009-01-01

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

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

    OpenAIRE

    Tolpa, Ekaterina

    2012-01-01

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

  17. Customer clustering for appointing rebating strategies, case study: Kadbano Co.

    Directory of Open Access Journals (Sweden)

    Zahra Razmi

    2014-01-01

    In order to create an appropriate customer clustering, RFM and LRFM models were used, K-means algorithm, created the optimum number of clusters and the outcomes were compared by Dun and SSE indexes. The results of this research illustrated that the best number of clusters for segmenting Kadbano Co.’s customers was obtained from RFM model. Eight clusters were analysed and labled Finally variant rebating strategies for each cluster were extracted.

  18. Improving the Operations of a Service Company Through a Customer Satisfaction Survey Case: Adventure Park Peukkula

    OpenAIRE

    Järvinen, Fanny

    2013-01-01

    This bachelor´s thesis introduces the process of conducting a customer satisfaction survey, in order to improve the case company´s services in accordance to customers´ needs. In these days, being able to answer customers needs is more important than it has ever been. Companies meet the constant need to continuously improve their services and keep up with changing customer requirements. Consequently, the end purpose of this thesis is to provide the case company Peukkula with the informati...

  19. Maximizing Customer Value: Better Software and Web Solutions through Iteration of Use Cases

    OpenAIRE

    Kaukonen, Sonia Maria

    2011-01-01

    The concept of use cases appears ambiguous in the academic literature. Strongly rooted in software development and Unified Modeling Language (UML), use cases evolved to a User-Centered Design method in the course of the time. But what factors of use case creation process contribute to maximizing customer value? What is the relation to customer value in this context? Which stakeholders contribute to the use case creation process? This research focused on collecting empirical data in an authent...

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

    OpenAIRE

    Ndila Mutua, Esther

    2011-01-01

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

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

    OpenAIRE

    Wadud, Sharmin

    2013-01-01

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

  2. 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...... 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...

  3. Incorporating Customer Needs into Products : A Case Study in an FMCG Company

    OpenAIRE

    Mostafavi, Seyed Alireza; Ugochukwu Anielozie, Michael

    2014-01-01

    Understanding customers’ perception about the quality of product or service plays an important role in the success of any organization. The quality of a product should be satisfactory to customers in terms of usability, appearance, material, life span of the product, comfort and so on. This thesis is about understanding quality from the customer perspective. With the initiative from the case company, the authors tried to understand what the customers expects from the company and create a know...

  4. 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.

  5. Customer Segmentation Research : Case Study to Regon AY

    OpenAIRE

    Hyväri, Velipekka

    2014-01-01

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

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

    OpenAIRE

    Eskola, Lauri

    2015-01-01

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

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

    Directory of Open Access Journals (Sweden)

    Parviz Khadem

    2013-07-01

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

  8. 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

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

    OpenAIRE

    Gyasi-Mensah, Albert

    2012-01-01

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

  10. 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.

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

    Directory of Open Access Journals (Sweden)

    Bernd Markus Zunk

    2014-03-01

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

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

    Institute of Scientific and Technical Information of China (English)

    韩炜; 马斌

    2012-01-01

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

  14. Using Service Design in Cross-culture Customer Service : A Study Case of Finnish Integration Training Service

    OpenAIRE

    He, Xu

    2015-01-01

    This thesis focuses on cross-culture customer service. The importance of the cultural element in customer service is discussed. Culture has become an important element that explains why the customers have different needs. Cross-cultural customer service has been a trend in the service industry. Company X is the case company in the thesis because it is a typical service organization that provides service to multi-culture customers. Their main service, Finnish integration training, is serv...

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

    DEFF Research Database (Denmark)

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

    2014-01-01

    Apriori, can support the development within the three fundamental mass customization capabilities. The results of the Apriori analysis can be utilized for improving the configuration process by introducing soft constraints and consolidating the product structure by joining components or modules and...

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

    Directory of Open Access Journals (Sweden)

    Abdul Alem Mohammed

    2014-04-01

    Full Text Available Due to the aggressive market competition in hotel sector, it is critical that hotels should adopt new strategy like CRM technology to assist hotel employees, serve customers better and improve organization performance. However, prior studies indicated that the relationship between CRM technology and organization performance is equivocal. These mixed results may be to a lack of understanding of the mechanisms that link CRM technology and organization performance. For this reason, the study used marketing capabilities (planning and implementation as mediators between CRM technology and organization performance. The study surveyed a sample of 447 hotels firm in Malaysia and used correlation and regression for analyses and testing. The findings suggest that CRM technology is associated with the four dimensions of organization performance (i.e. financial, customer, internal process and learning and growth. In addition the findings reveal that marketing capabilities (planning and implementation play a mediator role in the relationship between CRM technology and various dimensions of organization performance.

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

    OpenAIRE

    Tarsis Souza Silva; Janaina de Moura Engracia Giraldi

    2010-01-01

    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...

  19. How Improving the Customer Experience Quality and Business Performance? A Case Study by Mystery Shopper Practices

    OpenAIRE

    Yung-Lung Lai; Shih-Chieh Chang

    2013-01-01

    This study aims to improve the quality of the customers’ experience of Chinese restaurants through the mystery shopper service, which will enhance customer satisfaction and repurchases as well as business performance. Thus, this study conducted case study on Formosa Chang Restaurant which the enterprise operation and management was ranked first in Taiwan by IMD2012 reports. The research found that the approach of using customers with unpleasant experiences as mystery shoppers could effectivel...

  20. 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...

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

    OpenAIRE

    Nooren, Ella

    2012-01-01

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

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

    CERN Document Server

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

    2012-01-01

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

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

    OpenAIRE

    Ali Kazemi; Ali Belenj; Hussain Rezaei Dolatabadi

    2012-01-01

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

  4. 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.

  5. Capability maturity models in engineering companies: case study analysis

    OpenAIRE

    Titov Sergei; Bubnov Gregory; Guseva Maria; Lyalin Alexei; Brikoshina Irina

    2016-01-01

    In the conditions of the current economic downturn engineering companies in Russia and worldwide are searching for new approaches and frameworks to improve their strategic position, increase the efficiency of the internal business processes and enhance the quality of the final products. Capability maturity models are well-known tools used by many foreign engineering companies to assess the productivity of the processes, to elaborate the program of business process improvement and to prioritiz...

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

    OpenAIRE

    Hänninen, Mikko

    2015-01-01

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

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

    OpenAIRE

    Sayyed Mohsen Allameh; Arash Shahin; Babak Tabanifar

    2012-01-01

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

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

    OpenAIRE

    Iso-Peura, Tapio

    2014-01-01

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

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

    OpenAIRE

    Ajdanai Yuktanandana; Dissatat Prasertsakul

    2015-01-01

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

  10. Studying Effect of Customer Relationship Management on Customer Satisfaction Case Study: Moallem Insurance Company in Isfahan Province

    OpenAIRE

    Nadereh Sadat Rastghalam; Sajad Khalouzadeh Mobarakeh

    2014-01-01

    The present survey was conducted to determine “Effect of customer relationship management on customer satisfaction with regard to moallem insurance company in Isfahan province". This survey was conducted using descriptive-field study. Statistical population of the present survey included all of the customers of moallem insurance company in Isfahan province in which cluster random sampling method was used. The sample volume was estimated equal to 185 persons. Data analysis has been done throug...

  11. 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.

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

    Science.gov (United States)

    Kodama, Mitsuru

    2000-01-01

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

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

    Directory of Open Access Journals (Sweden)

    Sayyed Mohsen Allameh

    2012-10-01

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

  14. 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.

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

    OpenAIRE

    Pivovarova, Veronika

    2016-01-01

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

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

    OpenAIRE

    Laitinen, Jenni-Mari

    2009-01-01

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

  17. 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.

  18. 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.

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

    OpenAIRE

    Alar Kolk; Mait Rungi

    2012-01-01

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

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

    OpenAIRE

    Fariddeddin Allameh Haery; Hassan Ghorbani; Bahram Zamani

    2014-01-01

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

  1. Suggestions for Customer Strategy Updates : Finnish Customs

    OpenAIRE

    Kaisto, Raisa

    2014-01-01

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

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

    Directory of Open Access Journals (Sweden)

    Yuhuai Wang

    2014-04-01

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

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

    OpenAIRE

    Tynkkynen, Johanna

    2012-01-01

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

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

    OpenAIRE

    Bhalla, Chirag

    2010-01-01

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

  5. 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.

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

    Directory of Open Access Journals (Sweden)

    Marin MARINOV

    2014-10-01

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

  7. The adoption of social media in reaching and interacting with customers: Case - The Finnish telecommunications industry

    OpenAIRE

    Vuolle, Tiia

    2010-01-01

    Purpose of the study The purpose of this study is to look into the usage of social media in business to reach and interact with the customers. The study builds upon earlier research on social media, social network theories and theories of user acceptance of technology. The aim of this study is to get a clear view of the adoption levels and the activities taken in social media in the Finnish telecommunications industry via three chosen case companies. Methodology First an extensive o...

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

    OpenAIRE

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

    2007-01-01

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

  9. 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.

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

    OpenAIRE

    Bhuiyan Mohammad Zannatun, Nayem; Dipak, Raya

    2012-01-01

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

  11. 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

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

    OpenAIRE

    Chiluwal, Debendra

    2014-01-01

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

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

    OpenAIRE

    Shrestha, Sunita

    2015-01-01

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

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

    OpenAIRE

    Mussa, Emmanuel M Mwanakatwe; Joachim N

    2011-01-01

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

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

    OpenAIRE

    Hu, Shuwei

    2013-01-01

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

  16. 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.

  17. The Impact of Ethical Sales Behavior on Customer Loyalty: A Case from Vietnam

    Directory of Open Access Journals (Sweden)

    Nguyen Minh Tuan

    2015-02-01

    Full Text Available This paper attempts to investigate the effect of ethical sales behavior on customer loyalty in the context of sales representatives of Procter & Gamble (P&G at Metro Cash & Carry (MCC supermarkets toward customers. The result of this study is expected to be applicable in fast-moving-consumer-good (FMCG industry. The applied model in this paper includes four concepts of ethical sales behavior, customer trust, customer commitment, and customer loyalty. Questionnaires were used to collect data through phone survey. Cronbach alpha, Exploratory Factor Analysis, Confirmatory Factory Analysis, and Structural Equation Modeling were used to analyze data collected from 203 customers who are retailers or traders buying P&G products at MCC system. In addition, multiple group analyses regarding gender and purchasing power were also performed. Furthermore, qualitative interviews were also conducted with five (5 customers purchasing P&G products to understand customer response with unethical sales behavior. The results show that there is only indirect impact of ethical sales behavior on customer loyalty through customer trust and customer commitment as mediating variables. Customer commitment has direct effect on customer loyalty, but customer trust only influences customer loyalty through customer commitment. No difference in gender or purchasing power is found regarding the impact of ethical sales behavior on customer loyalty.

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

    Directory of Open Access Journals (Sweden)

    Rahman, Md. Hasebur

    2013-12-01

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

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

    Science.gov (United States)

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

    2015-10-01

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

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

    OpenAIRE

    Nekvapil, Viktor

    2012-01-01

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

  1. Understanding Customer Experience through Methodological Triangulation – Case: Repair Services in Finland

    OpenAIRE

    Kärpänen, Terhi

    2011-01-01

    The purpose of this study is to describe and analyze a good mixed method package, and un-derstand the customer experience through methodological triangulation in a certain business environment. Very often people, who work in the customer support units, do not know what methods and researches, quantitative or qualitative, are suitable to understand overall customer service experience. To get deeper information on why the customer is not satisfied or why the customer experience is not good, the...

  2. The customers for document supply in pharmacology: a case study from INIST in France (part 3)

    OpenAIRE

    Bador, Pascal; Boukacem-Zeghmouri, Chérifa; Lafouge, Thierry; Prost, Hélène; Schöpfel, Joachim

    2007-01-01

    Purpose: The article investigates the customers for the document supply of print serials. Approach: The study is based on data from INIST-CNRS for document supply requests in pharmacology. Data were collected from 1998 to 2005 (10,000+ customer accounts with 4.6m orders). Findings: The article provides information about the distribution of orders per customer type, about the geographical origin of customers, about the ordering trends among pharmaceutical customers and of pharmaceutical journa...

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

    OpenAIRE

    Regmi, Ramesh

    2013-01-01

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

  4. How to Promote Customer Loyalty of Chinese Mobile Telecom Operator : Case Study of China Mobile

    OpenAIRE

    Hao, Yi; Yuan, Xiaoqin; Zhang, Weiqing

    2009-01-01

    Customer loyalty has been investigated in years, and its importance to corporate is understood by managers. The purpose of this paper is to find out what kinds of specific and concrete operational factors have an important impact on Chinese mobile telecom customer loyalty. Firstly, a model was established to represent the relationship between customer loyalty and its influencing factors (customer satisfaction, perceived quality, customer value, switching cost and corporate image). 11 specific...

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

    OpenAIRE

    Musekiwa Albert; Kosmas Njanike; Paul Mukucha

    2011-01-01

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

  6. Customer Orientation of Service Employees: A Case Study of Iranian Islamic Banking (Based on COSE Model)

    OpenAIRE

    Kambiz Heidarzadeh Hanzaee,; Majid Mirvaisi

    2011-01-01

    With the performance of service personnel often constituting a major element of a service per se, the customer orientation of service employees (COSE) is often regarded as a main determinant of service firm's success. The purpose of this study is Understands how customer orientation (CO) of service employees (SE) affects customer satisfaction (CS), customer commitment (CC), customer retention (CR) and increasing service quality (SQ) in Iranian Islamic banking sector. This is based on 300 resp...

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

    OpenAIRE

    Ovidiu I. MOISESCU; Oana A. Gica

    2014-01-01

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

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

    OpenAIRE

    Aryal, Bishal

    2013-01-01

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

  10. 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 ...

  11. Customer Equity von KMUs

    OpenAIRE

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

    2003-01-01

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

  12. 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…

  13. 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...

  14. Customer satisfaction – facts and measuring : Case: Takamäki Group

    OpenAIRE

    Flinck-Heino, Raisa

    2009-01-01

    Today the competition among companies is fiercer then ever. The world economy is talking about recession; customer value becomes the key success factor since companies cannot compete in product and service differentiation so much anymore. Customer satisfaction can be defined as a positive reaction towards a product or service. It is always subjective and comparable and from a unique point of view. Companies should always try to satisfy their customers since customer satisfaction is one of th...

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

    OpenAIRE

    Aho, Timo

    2012-01-01

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

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

    OpenAIRE

    Puengprakiet, Pensiri; Mettagarunagul, Mingruedee

    2011-01-01

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

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

    OpenAIRE

    Mettagarunagul, Mingruedee; Puengprakiet, Pensiri

    2011-01-01

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

  18. Acquiring and Retaining customers in a UK small IT Company: a case study of Company SG

    OpenAIRE

    Liang, Meng

    2012-01-01

    Abstract Online customer reviews of products and service are becoming more and more influential in customers’ judgment and decision making. Therefore, an increasing number of companies are in great demand for online customer reviews. To meet this demand, an increasing number of companies are set to help those companies to collect customer reviews online. It is hard to expand business in this competitive customer review e-provider industry. This study is based on the data derived from two...

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

    OpenAIRE

    Yue, Liang

    2012-01-01

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

  20. 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...

  1. Customer retention trategies - Risk parameters in service contract renewal - Case study

    OpenAIRE

    Kärnä, Teemu

    2015-01-01

    Service provider switching phenomenon and customer retention strategies have recently gained increasing importance in the field of relationship marketing due to globalization and maturity in many service industries. The objective of this thesis is to provide customer relationship managers understanding and gauges for increasing customer life-time value (CLV) through customer retention strategies. To improve CLV and thereby revenues and profits firms should first identify the value of thei...

  2. Customer Relationship Management: A Case Study of the Ritz-Carlton Hotel

    OpenAIRE

    Bajaj, Raghbir Singh

    2006-01-01

    In recent decades, many organisations and marketers have recognized the need to effectively retain existing customers and personalize preferences. Customer Relationship Management has largely emerged as a reaction to the mass standardization of products and service to personalization of preferences, partly fuelled by the realization that customer needs have to be fulfilled in a more personalized way than was previously thought. Current literature examines Customer Relationship Management...

  3. 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.

  4. CUSTOMS DUTIES. CUSTOMS TARIFF

    OpenAIRE

    Octavian Pasat

    2013-01-01

    Romania Import Tariff is from 1 January 2007, the Common Customs Tariff of the European Union. Applicable in all EU Member States, it ensures the smtooh functioning of the European internal market. From 1 January 2007, as a member state of the European Union, Romania applies the EU Common Customs Tariff. Common Customs Tariff duties lists applied to each tariff line imports from third countries, by all EU Member States, the regime most favored nation clause. Customs duties included in the Com...

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

    OpenAIRE

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

    2013-01-01

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

  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. Custom-made locked plating for acetabular fracture: a pilot study in 24 consecutive cases.

    Science.gov (United States)

    Xu, Meng; Zhang, Li-Hai; Zhang, Ying-Ze; Zhang, Li-Cheng; He, Chun-Qing; Wang, Yan; Tang, Pei-Fu

    2014-07-01

    Clinical implementation of site-specific locking plates for acetabular fracture remains untested. Custom-made locking plates were manufactured using computer-aided design and computer-aided manufacture techniques for acetabular fractures to test this procedure. The 3-dimensional images constructed from computed tomography data of pelvises in patients with acetabular fractures were used for preoperative planning and to design the plates. Data for each plate were input into software for programming, and the generated code was transferred into a computerized numerical control digital milling machine for manufacturing. These plates were clinically implemented, and the implementation parameters, reduction quality, and Postel Merle d'Aubigné score were evaluated. Forty-nine custom-made locking plates were manufactured for 24 unilateral acetabular fractures. The manufacturing process for the plates averaged 6.9±2.2 days. Processing the plates delayed operations by 2.6±1.3 days in one-third of the cases. Plate contouring was avoided in 48 plates. The plates had anatomical shapes, excellently matching reduced bone surface. The screws locked with the obtained plates avoided intra-articular penetration and provided secure fixation that allowed early out-of-bed rehabilitation. No indications of implant failures or observations of screw back-outs were observed during follow-up. The clinical application of such plates is associated with the avoidance of plate contouring, low risk of intra-articular penetration, early out-of-bed rehabilitation, and a low rate of implant failure. Implementing such plates in clinical practice is worthy of further investigation, with a focus on selecting patient population and minimizing the time required for and cost of plate manufacturing. PMID:24992064

  8. 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 ...

  9. 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...

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

    OpenAIRE

    Andrzej Kobylanski

    2012-01-01

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

  11. 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...

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

    OpenAIRE

    El Mahboul, Rabia

    2012-01-01

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

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

    OpenAIRE

    Guterman, Yana

    2015-01-01

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

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

    OpenAIRE

    Oladejo, Akolade

    2010-01-01

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

  15. Customer Value Audit In Business Markets: The Case of Chemicals Supplier In International Markets

    OpenAIRE

    Chacour, S; Ulaga, W

    1998-01-01

    Implementing the customer driven firm is a going concern of management in many business markets of today. Knowing where value lies for the customer has become critical for a supplier. In this article, we first will assess the complex value construct through a literature review. We then develop a multiple-item measure of customer value and illustrate our approach by the marketing strategy development project of a major chemicals manufacturer in international markets. We finally discuss how the...

  16. 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...

  17. 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.

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

    Institute of Scientific and Technical Information of China (English)

    徐峻; 陈林; 孙蕾

    2014-01-01

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

  19. 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....

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

    OpenAIRE

    Ozlem Atalik; Melike Arslan

    2009-01-01

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

  2. 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.

  3. Service Recovery Activities and Customer Satisfaction: Mediating Role of Justice Dimensions: A Case Study of China

    Directory of Open Access Journals (Sweden)

    Wang XiaoRan

    2014-08-01

    Full Text Available Customer satisfaction and its contribution to service quality improvement, especially through effective service recovery programs, are not new to researchers. Several studies have identified the impact of service recovery activities on customer post-recovery satisfaction mostly in Western countries, and very few have examined how Asian consumers react to service recovery efforts, especial in China. It implicates that the impact of a hotel’s service recovery strategies is derived from three justice dimensions. Customer perception of overall distributive justice is influenced by apology, while providing cognitive control (i.e., keeping customers informed affects procedural justice. Finally, the manner in which service personnel treat a customer (politeness, respect, and courtesy during the recovery process affects perceptions of interactional justice. Finally, all three forms of justice (distributive, procedural, and interactional positively impact overall service recovery satisfaction.

  4. 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.

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

    Directory of Open Access Journals (Sweden)

    Aliakbar Aghaei

    2013-07-01

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

  6. Measurement uncertainty and gauge capability of surface roughness measurements in the automotive industry: a case study

    International Nuclear Information System (INIS)

    The calculation methods of the capability of measurement processes in the automotive industry differ from each other. There are three main calculation methods: MSA, VDA 5 and the international standard, ISO 22514–7. During this research our aim was to compare the capability calculation methods in a case study. Two types of automotive parts (ten pieces of each) are chosen to examine the behaviour of the manufacturing process and to measure the required characteristics of the measurement process being evaluated. The measurement uncertainty of the measuring process is calculated according to the VDA 5 and ISO 22514–7, and MSA guidelines. In this study the conformance of a measurement process in an automotive manufacturing process is determined, and the similarities and the differences between the methods used are shown. (paper)

  7. 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 

  8. 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.

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

    Directory of Open Access Journals (Sweden)

    Ozlem Atalik

    2009-05-01

    Full Text Available Enhancing customer loyalty has become a popular topic for managers, consultants, and academics. The arguments in support of loyalty are simple to understand. Loyal customers are reported to have higher customer retention rates, commit a higher share of their category spending to the firm, and are more likely to recommend others to become customers of the firm. (Reichheld, Sasser, 1990; Zeithaml, 2000, “Keiningham, et al. 2007Traditionally, marketing activities have focused on success in the product marketplace by examining the physical aspects of products and services such as quantity, quality, functionality, availability, accessibility, delivery, price and customer support. More recently, marketing managers have shifted their emphasis to creating value for their customers (Clutterbuck, Goldsmith, 1998; McAlexander et al., 2002, Mascarenhas, et al. 2006. So there are very limited researches for customer value affect customer loyalty? Is customer value affecting customer loyalty? This research focused determine the effects of customer value, which is perceived by domestic line passengers based on the services offered by the airline company preferred, on the level of loyalty towards airline companies.This study was carried out based on descriptive research model. Multiple regression analysis was employed in the study so that the extent to which the level of passenger satisfaction about each of the services offered by airline companies influences the level of passenger loyalty to airline companies can be determined. Also, logistic regression analysis was conducted to determine the services playing a role in meeting passenger expectations by airline companies.

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

    OpenAIRE

    Mohammad Ali Haghighi; Mohammad Rahim Esfidani; Hamzeh Mohammadi; Mohammad Reza Parsafard; Marzieh soltani

    2013-01-01

    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 43c...

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

    Directory of Open Access Journals (Sweden)

    Horia Mihai RABOCA

    2006-02-01

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

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

    OpenAIRE

    Iyoha, Oscar King and Glory

    2008-01-01

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

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

    Directory of Open Access Journals (Sweden)

    Mohammadreza Rahimi Shamsabadi

    2012-04-01

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

  14. 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...

  15. Perspectives on developing independent performance assessment capability to support regulatory reviews of the safety case

    International Nuclear Information System (INIS)

    The U.S. Nuclear Regulatory Commission (NRC) has the responsibility under U.S. statutes and regulations to conduct a review of the U.S. Department of Energy (DOE) license application for a potential high-level nuclear waste repository at Yucca Mountain, Nevada, USA. A key component of the DOE license application will be a total system performance assessment to demonstrate compliance with regulatory requirements for postclosure repository performance. The NRC staff, with assistance from the Center for Nuclear Waste Regulatory Analyses (CNWRA), has developed an independent performance assessment review capability that includes applying available risk insights to be able to identify those aspects of the DOE post-closure safety case that are most important to demonstrating regulatory compliance. To advance the development of risk insights, the NRC and CNWRA staffs have developed an independent total system performance assessment model of the potential Yucca Mountain repository. This paper provides an overview of perspectives gained from the development and iterative improvement of independent total system performance assessment capabilities and how those capabilities will aid in the regulatory review of the DOE performance assessment. (authors)

  16. 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.

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

    OpenAIRE

    Haapanen, Meri-Sisko

    2011-01-01

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

  18. Factors influencing the decision to choose debit cards : Case: Student customers

    OpenAIRE

    Hoang Thuy, Linh

    2013-01-01

    To understand the behavior of consumers and the factors influencing their decision to choose the product/services is important for marketers and business strategists. But different customer groups can have different behaviors, perceptions and can be influenced differently. Therefore different strategies and marketing policies will be applied for different customer groups. The studies about the debit card usage of student group in Vietnam are not deep or full enough. Therefore in this thes...

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

    OpenAIRE

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

    2007-01-01

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

  20. Analysis of customer satisfaction in services industry: A case study of private universities in Karachi, Pakistan

    OpenAIRE

    Waseem, S. Nazneen; Chhapra, Imran Umer; Bhutto, Shumaila

    2014-01-01

    The purpose of this study is to analyze which factors have influence on the satisfaction of customers in service sector which can ultimately affects organization’s profitability. This study attempts to examine the relationship between students’ satisfaction and others variables such as service quality, empathy and customer relationship management. The investigation is conducted both from a theoretical and empirical point of view after conducting a pilot study, the instrument was administered ...

  1. 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...

  2. Boost Customer Loyalty with Online Support. The Case of Mobile Telecoms Providers.

    OpenAIRE

    Van Riel, Allard; Liljander, Veronica; Lemmink, Jos; Streukens, Sandra

    2004-01-01

    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...

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

    OpenAIRE

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

    2010-01-01

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

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

    OpenAIRE

    Nguyen Linh, Phuong; Do Thu, May

    2012-01-01

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

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

    OpenAIRE

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

    2013-01-01

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

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

    OpenAIRE

    He, Yao

    2016-01-01

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

  7. Effect of Customer Loyalty on Nigeria Mobile Telecom Operators: Case of MTN Nigeria

    OpenAIRE

    Williams, Taiwo A

    2012-01-01

    Abstract Customer loyalty has been a subject of investigation for many years in the service industry in the more developed countries of the world and in the academic circles with its importance to business success being understood by managers. The purpose of this paper is to establish how customer satisfaction impacts loyalty amongst subscribers of telecommunications services in Nigeria specifically looking at one of the first Mobile communications companies in Nigeria (MTN Nigeria). F...

  8. Customer-perceived Value in Residential Developments: the Case of Hornsberg Strand, Sweden

    OpenAIRE

    Berndt Lundgren

    2013-01-01

    This paper presents a new model by using a structural equation technique. This model integrates the productivity theory and customer-perceived value to identify key features that residential customers seek when making their decision to buy or rent a residential apartment. A theoretical structural equation model is confirmed by using a dataset based on 283 respondents, those who are potential tenants of an ongoing residential construction project in Sweden that consists of 402 rental apartment...

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

    OpenAIRE

    Connor, Paul Brereton

    2013-01-01

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

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

    OpenAIRE

    Mohammad Taghi Taghavifard; Mohsen Zahedi Adib; Mostafa Torabi

    2012-01-01

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

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

    OpenAIRE

    Hoang , Diep To Lan

    2015-01-01

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

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

    OpenAIRE

    Anyen, Daniel

    2015-01-01

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

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

    OpenAIRE

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

    2015-01-01

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

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

    OpenAIRE

    Wu, JingJing

    2016-01-01

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

  15. Service Recovery Activities and Customer Satisfaction: Mediating Role of Justice Dimensions: A Case Study of China

    OpenAIRE

    Wang XiaoRan; Rozeyta Omar

    2014-01-01

    Customer satisfaction and its contribution to service quality improvement, especially through effective service recovery programs, are not new to researchers. Several studies have identified the impact of service recovery activities on customer post-recovery satisfaction mostly in Western countries, and very few have examined how Asian consumers react to service recovery efforts, especial in China. It implicates that the impact of a hotel’s service recovery strategies is derived from three ju...

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

    OpenAIRE

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

    2014-01-01

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

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

    OpenAIRE

    Abdul Alem Mohammed; Basri Rashid

    2012-01-01

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

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

    Directory of Open Access Journals (Sweden)

    Zhidong Li

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

  19. 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

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

    OpenAIRE

    Xiao, Xi

    2015-01-01

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

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

    OpenAIRE

    Budi Setiawan

    2014-01-01

    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 th...

  2. 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.

  3. 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.

  4. 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.

  5. 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.

  6. 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.

  7. 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.

  8. 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.

  9. 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

  10. Comparing case studies results and capabilities of Psaman Package versus Riskspectrum PSA professional code

    Energy Technology Data Exchange (ETDEWEB)

    Mladin, Daniela; Radu, Gabriela; Mladin, Mirea [Institute for Nuclear Research, Campului 1, 115400 Mioveni, Arges (Romania); Prisecaru, Ilie [Power Engineering Department, University ' Politehnica' of Bucharest, 313 Splaiul Independentei, Bucharest (Romania)

    2010-07-01

    International practice emphasized the use of suitable tools for development of Probabilistic Safety Assessment (PSA) for nuclear installations. The PSA analyses developed for the Cernavoda Nuclear Power Plant and TRIGA SSR 14 MW Research Reactor were performed using the PSA computer code package PSAMAN developed in the Institute for Nuclear Research Pitesti. Later on, RiskSpectrum PSA Professional code PSA for Romanian TRIGA SSR research reactor was used standalone and in comparison with Romanian PSAMAN package aiming at further developing and validating of the later code. The paper presents case study results and capabilities of Romanian PSAMAN package versus those of RiskSpectrum PSA Professional code, version 2.10.04, in the frame of the PSA project for Romanian TRIGA Steady State Reactor (SSR) 14 MW. (authors)

  11. 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…

  12. 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…

  13. 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.

  14. "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…

  15. Investing in a Customer Relationship Management System : Case Esa Print Oy

    OpenAIRE

    Riihimäki, Valtteri

    2015-01-01

    The intention of this thesis is to help and guide a Finnish printing company Esa Print to invest in a customer relationship management (CRM) system. Also the main purpose of this thesis is to improve Esa Prints awareness towards these CRM systems and give a deeper insight how these systems could benefit their sales organization.

  16. 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.

  17. 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

  18. 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.

  19. Dynamic Capabilities

    DEFF Research Database (Denmark)

    Grünbaum, Niels Nolsøe; Stenger, Marianne

    2013-01-01

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

  20. Changing tomorrow in customer experience

    OpenAIRE

    Olenius, Leena

    2013-01-01

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

  1. 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...

  2. 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

  3. A Case Study of Customer Relationship Management using Data Mining Techniques

    OpenAIRE

    B. Santhosh Kumar; C.B.Sivaparthipan; Dr.T.Kalaikumaran; Dr S. Karthik

    2013-01-01

    Data mining has various applications for customer relationship management. In this proposal, we are introducing a framework for identifying appropriate data mining techniques for various CRM activities. This Research attempts to integrate the data mining and CRM models and to propose a new model of Data mining for CRM. The new model specifies which types of data mining processes are suitable for which stages/processes of CRM. In order to develop an integrated model it is important to understa...

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

    OpenAIRE

    Ali, Hussein

    2012-01-01

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

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

    OpenAIRE

    Delgado-Hernández David Joaquín; Romero-Ancira Liliana

    2013-01-01

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

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

    OpenAIRE

    Paralykidis, Georgios

    2015-01-01

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

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

    OpenAIRE

    Mohammadreza Rahimi Shamsabadi; Naser Azad

    2012-01-01

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

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

    OpenAIRE

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

    2008-01-01

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

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

    OpenAIRE

    Alok R. Saboo; Rajdeep Grewal

    2013-01-01

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

  10. 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.

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

    OpenAIRE

    Räisänen, Mari-Eliina

    2013-01-01

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

  12. 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: ...

  13. Does customer relationship management matter in the banking system? the case of Iran

    OpenAIRE

    Dehghan Nejad, Omid

    2011-01-01

    In the last few years, the Iranian banking system has consistently ignored customer-orientation and its fundamental. Therefore, the banking system has not been able to use recent modern marketing very well, because of various economic and social problems such as the governmental banking system and the excess of the demand rate over supply. People do not have any incentive to use Iranian banking system, because banking system do not pay attention to their priority values and needs and just pre...

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

    OpenAIRE

    Mariola Ciszewska-Mlinaric

    2009-01-01

    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 ...

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

    OpenAIRE

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

    2008-01-01

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

  16. Dynamic capabilities

    DEFF Research Database (Denmark)

    Grünbaum, Niels Nolsøe; Stenger, Marianne

    2013-01-01

    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, however, not possible to establish a positive relationship between innovation performance and profitability. Nor was there any positive relationship between dynamic capabilities and profitability. The main contribution of this study is a better understanding of the realm of small and...

  17. 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.

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

    Directory of Open Access Journals (Sweden)

    Laura Martínez Caro

    2010-12-01

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

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

    OpenAIRE

    Malma, Elina

    2015-01-01

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

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

    OpenAIRE

    Liu, Mengmeng

    2013-01-01

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

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

    Science.gov (United States)

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

    2012-01-01

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

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

    OpenAIRE

    Makeeva, Ekaterina

    2010-01-01

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

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

    OpenAIRE

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

    2011-01-01

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

  4. 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.

  5. 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.

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

    OpenAIRE

    Santos, Joana Cristina Rodrigues dos

    2012-01-01

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

  7. 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

  8. 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.

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

    OpenAIRE

    Somayeh Rezaei; Ali Alikhani

    2014-01-01

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

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

    OpenAIRE

    Sekajja, Francis

    2006-01-01

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

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

    Science.gov (United States)

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

    2015-01-01

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

  12. Induction motor voltage flicker analysis and its mitigation measures using custom power devices: A case study

    Directory of Open Access Journals (Sweden)

    SANJAY. A. DEOKAR,

    2010-12-01

    Full Text Available This paper suggests methods for estimating short time flicker (PST severity on 22/3.3 kV network supplying induction motor loads of municipal integrated water pumping system. The impact of additional connection of induction motors to the same system has been analyzed. Measurements are done at the point of common coupling (PCC to identify background short time flicker levels and the contribution of the already operating induction motors. The paper also analyses and compares different voltage flicker mitigation methodologies to assess their performance with change in line impedance phase angle for this particular application. Here, Matlab-7.01/PSB is used to present the detailed results of all voltage flickers compensating methodologies and to assess the impact of line impedance X/R sweep on effectiveness of custom power devices. It is observed that distribution static synchronous compensator (DSTATCOM is found more effective for compensating voltage flicker generated by the induction motor load.

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

    Directory of Open Access Journals (Sweden)

    Hossein VazifehDoost

    2014-06-01

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

  14. 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.

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

    OpenAIRE

    Jansson, Carl Johan; Dass, Shuvo Deep

    2012-01-01

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

  16. 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

  17. Acquisition of Capabilities Through Systems-of-Systems: Case Studies and Lessons from Naval Aviation

    OpenAIRE

    Michael Pryce

    2009-01-01

    The acquisition community in many nations faces novel challenges with the transition to systems-of-systems, capabilities-based solutions to meet military requirements. Much of the ''tribal knowledge'' and experience of those in acquisition, both in industry and government, has stemmed from platform-centered development strategies. It is questionable to what extent lessons from these can be applied to systems-of-systems acquisition. How does the acquisition expert trade off platform capabiliti...

  18. 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.

  19. Customer service revisited.

    Science.gov (United States)

    Levin, R P

    2001-03-01

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

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

    OpenAIRE

    Nguyen, Anh Hai; Papadopoulos, Thanos

    2011-01-01

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

  1. Switching from Post-paid to Pre-paid Models: Customer Perception and the Organisational Role in Managing the Change: A Case Study of Botswana Power Corporation

    OpenAIRE

    Mburu P. T.; Sathyamoorthi C. R.

    2014-01-01

    This case study examined the perceptions of the consumers after the switch over from post-paid to pre-paid electricity billing model by Botswana Power Corporation and at different parameters that measure the satisfaction of customers on the utility service provided by service providers. The study also focused on customer perception on how the Botswana Power Corporation managed the change with a view to see whether the overall satisfaction had increased or decreased. A non-probability type of ...

  2. 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-...

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

    Science.gov (United States)

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

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

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

    Science.gov (United States)

    Ow, Andrew; Tan, Winston; Pienkowski, Lukasz

    2016-09-01

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

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

    OpenAIRE

    Dohmen, Jessica

    2013-01-01

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

  6. An Intelligent Case-Based Help Desk Providing Web-Based Support for EOSDIS Customers

    Science.gov (United States)

    Mitchell, Christine M.; Thurman, David A.

    1998-01-01

    This paper describes a project that extends the concept of help desk automation by offering World Wide Web access to a case-based help desk. It explores the use of case-based reasoning and cognitive engineering models to create an 'intelligent' help desk system, one that learns. It discusses the AutoHelp architecture for such a help desk and summarizes the technologies used to create a help desk for NASA data users.

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

    OpenAIRE

    Allesandro Banterle; Laura Carraresi; Stefanella Stranieri

    2010-01-01

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

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

    OpenAIRE

    Shahram Madanshekaf; Davood Gharakhani

    2012-01-01

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

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

    Directory of Open Access Journals (Sweden)

    Saeed Mirzamohammadi

    2012-01-01

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

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

    International Nuclear Information System (INIS)

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

  11. 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…

  12. 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...

  13. 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...

  14. 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 networ...

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

    OpenAIRE

    Musakka, Atte

    2013-01-01

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

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

    Directory of Open Access Journals (Sweden)

    Shahram Madanshekaf

    2012-04-01

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

  17. 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

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

    OpenAIRE

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

    2013-01-01

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

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

    OpenAIRE

    Ildefonso, João Miguel Vieira

    2012-01-01

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

  20. 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.

  1. 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.

  2. Application of Knowledge Management in Customer Relationship Management Processes

    OpenAIRE

    Vahid Majazi Dalfard; Ahmad Jafari; Tohid Alizadeh

    2012-01-01

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

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

    Energy Technology Data Exchange (ETDEWEB)

    Paju, M.; Tonteri, H.

    2009-12-15

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

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

    Directory of Open Access Journals (Sweden)

    Yüksel KÖKSAL

    2014-06-01

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

  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. Use of Facial Recognition for Data Personalization in Customer Relationship Management (CRM): Case of Great Zimbabwe Hotel

    OpenAIRE

    Magomelo Munyaradzi; Mavhemwa Prudence; Mukabeta Tarirayi

    2014-01-01

    This study was aimed at development of an intelligent facial recognition system for data personalisation in customer relationship management and determine the extend at which the system would enhance customer relationship management at the institution. The research was conducted at Great Zimbabwe Hotel. The increased competition in the hospitality industry now calls for organisations to restructure their operations so as to retain customers. Many organisations are now taking on board the ICTs...

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

    OpenAIRE

    KÖKSAL, Yüksel; Oneda DEMA

    2014-01-01

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

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

    OpenAIRE

    Lautala, Hillamari

    2015-01-01

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

  9. Analyzing cost efficiency of customer service using the interactive kiosk : The case of Etäpalvelutekniikka Oy

    OpenAIRE

    Nguyen, Ngoc

    2014-01-01

    This research aims to study cost efficiency of customer service using the interactive kiosk. The first objective of my research is to find out how the interactive kiosk can be used to conduct customer service. The second objective of my research is to analyze cost efficiency of customer service using the interactive kiosk. The Chief Executive Officer in Etäpalvelutekniikka Oy commissioned this research. To achieve the research objectives, I studied previous literature and research on the ...

  10. Product Customization

    DEFF Research Database (Denmark)

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

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

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

    Directory of Open Access Journals (Sweden)

    Hasan darvish

    2013-02-01

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

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

    Science.gov (United States)

    R, Pérez-Portela; V, Arranz; M, Rius; X, Turon

    2013-01-01

    The existence of globally-distributed species with low dispersal capabilities is a paradox that has been explained as a result of human-mediated transport and by hidden diversity in the form of unrecognized cryptic species. Both factors are not mutually exclusive, but relatively few studies have demonstrated the presence of both. Here we analyse the genetic patterns of the colonial ascidian Diplosoma listerianum, a species nowadays distributed globally. The study of a fragment of a mitochondrial gene in localities worldwide revealed the existence of multiple cryptic species. In addition, we found a complex geographic structure and multiple clades occurred in sympatry. One of the species showed strong population structure irrespective of geographical distances, which is coherent with stochastic dispersal linked to human transport. The present study shows the complexity of discerning the role of cryptic diversity from human-driven range shifts worldwide, as well as disentangling the effects of natural and artificial dispersal. PMID:24217373

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

    Directory of Open Access Journals (Sweden)

    Waheed Azeez

    2015-07-01

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

  14. 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

  15. 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…

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

    OpenAIRE

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

    2013-01-01

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

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

    OpenAIRE

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

    2016-01-01

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

  18. 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

    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...

  19. 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.

  20. Focusing on customer service.

    Science.gov (United States)

    1996-01-01

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

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

    OpenAIRE

    Zhang, Chenchen

    2013-01-01

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

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

    OpenAIRE

    Kaukoranta, Minttu

    2015-01-01

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

  3. Dostluk health services assesses its management capabilities. Case scenarios for training and group discussion.

    Science.gov (United States)

    1997-01-01

    This booklet, a supplement to the "Family Planning Manager" issue on management development assessment (MDA) methodology, gives a case scenario for a rapid, systematic MDA of family planning programs. In this scenario, a group of administrators of a fictional nongovernmental organization offering family planning/reproductive health services review the results of an MDA survey that will be used to plan for growth and improved management. A training exercise is then provided that uses information from the case, summary forms, and the preliminary management map of the fictional organization to identify which development stage the organization has reached for each specific management indicator in the general areas of mission and plans, leadership, organizational structure and lines of communication, financial management, human resource management, and community participation. The second exercise offered is to develop an action plan for the organization by listing at least one feasible and cost-effective priority action that could move the organization to the next stage of development (from launch to growth to maturity) for each management indicator. Forms are provided to complete each exercise, and samples are given of completed exercises. PMID:12347833

  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. Improving customer satisfaction

    OpenAIRE

    Wei, Yu

    2011-01-01

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

  7. 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

  8. 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...

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

    Directory of Open Access Journals (Sweden)

    Samar Rahi

    2015-12-01

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

  10. 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. 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...

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

    OpenAIRE

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

    2004-01-01

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

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

    OpenAIRE

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

    2011-01-01

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

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

    OpenAIRE

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

    2015-01-01

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

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

    OpenAIRE

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

    2012-01-01

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

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

    OpenAIRE

    Maryam Zarandi

    2012-01-01

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

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

    OpenAIRE

    2012-01-01

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

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

    OpenAIRE

    Khan, Muhammad Arif; Khan, Saqib Saeed

    2011-01-01

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

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

    OpenAIRE

    Mostafa Kazemi; Samira Pour

    2012-01-01

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

  20. Customer Service in Rural Banks in Ghana: The Case of Bosomtwe Rural Banks in the Ashanti Region, Ghana

    OpenAIRE

    Wongnaa C. Abawiera; Gabriel Dwomoh; Eric Owusu; Samuel B. Pinkrah; Akwasi Antwi

    2014-01-01

    Customer satisfaction occurs when customers’ expectations are met. This study examined the factors that are critical in improving customer satisfaction in rural banks in Ghana. Two random sampling techniques were used to select 300 respondents from four out of ten branches of Bosomtwe Rural Bank Limited in the Ashanti Region of Ghana and structured questionnaire was administered to collect data. Descriptive statistics and probit model were employed in the data analysis. The results showed tha...

  1. 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.

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

    Directory of Open Access Journals (Sweden)

    Seyed Mehdi Tofighi

    2011-10-01

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

  3. 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.

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

    Directory of Open Access Journals (Sweden)

    mostafa kazemi

    2012-09-01

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

  5. 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.

  6. 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.

  7. Application of Knowledge Management in Customer Relationship Management Processes

    Directory of Open Access Journals (Sweden)

    Vahid Majazi Dalfard

    2012-06-01

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

  8. 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.

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

    Directory of Open Access Journals (Sweden)

    Winfred Mbithi

    2013-04-01

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

  10. 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.

  11. Custom Rom

    OpenAIRE

    Salminen, Jami

    2015-01-01

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

  12. 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.

  13. 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...

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

    Science.gov (United States)

    Varnavas, Andreas P.; Soteriou, Andreas C.

    2002-01-01

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

  15. 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…

  16. 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.

  17. 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)

  18. 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

  19. 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 ...

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

    OpenAIRE

    Mohammad Reza Dalvi; Robabe Seifi

    2014-01-01

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

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

    OpenAIRE

    Mahsa Namjoyan; Ali Nasr Esfahani; Fariddeddin Allameh Haery

    2013-01-01

    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...

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

    OpenAIRE

    Saleh SALARI; Moslem SALAJEGHEH

    2011-01-01

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

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

    OpenAIRE

    Maria Amaanda, Nepwanga

    2011-01-01

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

  4. 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 ...

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

    OpenAIRE

    Samar Rahi

    2015-01-01

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

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

    OpenAIRE

    Ahmadi MB; Trefzger W; Morey R; Quintas I

    2013-01-01

    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. Thi...

  7. Enhancing customer relations through special events by professional sports leagues - An exploratory case study of the NHL Premiere

    OpenAIRE

    Kurri, Joonas

    2012-01-01

    Abstract Research objectives – In recent years professional sports leagues have faced increasing pressure to innovate and to internationalize. In order to build, develop and enhance customer relations internationally professional sports leagues have employed special events as an international promotional tool. However, this recent phenomenon has not yet been explored. The central objective of the research is to examine how special events are utilizable as an international pr...

  8. Elements of Designed Customer Experience in Ethnic Themed Restaurants : Case Study of Thai Restaurants in Jyväskylä

    OpenAIRE

    Lakos, Anett

    2013-01-01

    The purpose of this thesis was to reveal the elements and important factors of a customer experience oriented service delivery process in an ethnic themed restaurant. When a service delivery process is designed, there are many crucial elements which need to be considered, such as interior design, the selection of personnel, and the goods and services provided. As our economy is in a state of continuous change, which can be followed through history and general business actions and process...

  9. Customer satisfaction

    DEFF Research Database (Denmark)

    Eskildsen, Jacob Kjær; Kristensen, Kai

    2007-01-01

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

  10. 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

  11. 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

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

    OpenAIRE

    Dhakal, Gaurav

    2011-01-01

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

  13. 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

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

    Directory of Open Access Journals (Sweden)

    Rina D. Pasaribu

    2015-08-01

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

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

    OpenAIRE

    Rahul Bhaskar

    2004-01-01

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

  16. 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.

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

    Directory of Open Access Journals (Sweden)

    W. J. McKiver

    2015-08-01

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

  18. 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

  19. 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.

  20. Gossiping Capabilities

    DEFF Research Database (Denmark)

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

    nodes dynamically adjust their contribution to gossip dissemination according to their capabilities. Using a continuous, itself gossip-based, approximation of relative capabilities, HEAP dynamically leverages the most capable nodes by (a) increasing their fanouts (while decreasing by the same proportion...... declare a high capability in order to augment their perceived quality without contributing accordingly. We evaluate HEAP in the context of a video streaming application on a 236 PlanetLab nodes testbed. Our results shows that HEAP improves the quality of the streaming by 25% over a standard gossip...

  1. Clean, competitive and customer-driven power: the case for retooling Ontario's electric power system for the 21st century

    International Nuclear Information System (INIS)

    The Independent Power Producers' Society of Ontario (IPPSO) outlined their proposals for the transformation of Ontario's electricity system. IPPSO advocated unbundling of Ontario Hydro (by separating the generation and transmission functions and by giving customers the right to purchase power in the spot market), the re-introduction of competition, public accountability, honest pricing, and sustainable energy development. They suggested that 20% of all new electrical energy production in Ontario should be procured from renewable generation technologies. The highest efficiency and renewable initiatives should be the most aggressively pursued. Since re-structuring Ontario's electric power system involves important considerations of cost, benefits, fiscal responsibility, rate equity and environmental protection, the public should have a vital, direct voice in the decision making process

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

    Directory of Open Access Journals (Sweden)

    Matjaž KNEZ

    2015-09-01

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

  3. 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. PMID:15490998

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

    OpenAIRE

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

    2010-01-01

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

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

    OpenAIRE

    Mohammad Reza Dalvi; Fariddeddin Allameh Haery; Jalal Sharifi

    2014-01-01

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

  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. 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...

  8. Custom-made fashion : Customized fashion collection

    OpenAIRE

    Kusnezov, Xenia

    2012-01-01

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

  9. IMPROVE MACHINING PROCESS CAPABILITY BY USING SIX-SIGMA

    OpenAIRE

    Sanjit Ray; Prasun Das

    2011-01-01

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

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

    Directory of Open Access Journals (Sweden)

    Sedigheh Kiani Salmi

    2013-02-01

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

  11. Customer relationship reactivation in the telecommunications sector

    OpenAIRE

    Lopes, Luísa; Brito, Carlos; Alves, Helena

    2013-01-01

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

  12. Customer Engagement in Agile Sofware Development

    OpenAIRE

    Worren, Marianne

    2010-01-01

    Agile methods promise an ideal approach to customer involvement. However, the success relies on having a full-time dedicated, on-site customer representative working in closecollaboration with the developers throughout all phases of the project in order to provide the team with ongoing domain expertize. For many projects, providing this form of customer involvement is infeasible. Organizations are therefore left with finding a more viable way of practicing customer involvementThrough a case s...

  13. 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

    capabilities. This is explored via an examination of eight firms in the biomass power equipment industry in Malaysia during the period 1970–2011. The paper finds that firms relying on a combination of learning from foreign technology partners and internal learning by planned experimentation make most progress......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...... in terms of technological capability. Nevertheless, local spill-over effects were found to be important for some firms who learned principally from imitation of local competitors, although significantly, firms learning from local spillovers failed to advance beyond extra basic operating technological...

  14. 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...

  15. Custom controls

    Science.gov (United States)

    Butell, Bart

    1996-02-01

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

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

    OpenAIRE

    Saarto, Paula

    2016-01-01

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

  17. Making Product Customization Profitable

    DEFF Research Database (Denmark)

    Mortensen, Niels Henrik; Hvam, Lars; Haug, Anders; Boelskifte, Per; Hansen, Christian Lindschou

    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 it is...... shown that the potential EBIT (Earning Before Interests and Taxes) improvement of the case company is 10%....

  18. Pricing when customers have limited attention

    OpenAIRE

    Boyacı, Tamer; Akçay, Yalçın

    2016-01-01

    We study the optimal pricing problem of a firm facing customers with limited attention and capability to process information about the value (quality) of the offered products. We model customer choice based on the theory of rational inattention in the economics literature, which enables us to capture not only the impact of true qualities and prices, but also the intricate effects of customer's prior beliefs and cost of information acquisition and processing. We formulate the firm's price opti...

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

    OpenAIRE

    Laurila, Louna

    2016-01-01

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

  20. 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

  1. 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.

  2. 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 .

  3. Capitalizing on capabilities.

    Science.gov (United States)

    Ulrich, Dave; Smallwood, Norm

    2004-06-01

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

  4. Forms of Customs Control

    OpenAIRE

    Шевчук, Олег Анатолійович

    2015-01-01

    The research on the forms of customs control was conducted. There was analysed the specific of control activity of customs authorities in the field of financial relations, conditions and forms of its realization. The introduction into practice of customs control system analysis and risk management, customs inspection, the method of "customs audit" is suggested.

  5. From connection to customer

    International Nuclear Information System (INIS)

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

  6. 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...

  7. Talking about Customer Service.

    Science.gov (United States)

    Talley, Mary; Axelroth, Joan

    2001-01-01

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

  8. Customer interest in greeting cards

    OpenAIRE

    Nguyen, Thy

    2015-01-01

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

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

    Institute of Scientific and Technical Information of China (English)

    翟运涛

    2014-01-01

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

  11. 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.

  12. Studying the Impact of Services Marketing Mix on Preferring a Brand by Customers Case Study: Selected Branches of Mellat Bank in Isfahan Province

    OpenAIRE

    Ali Kazemi; Farzad Karimi; Tahereh Aghababapour; Mohammad Hasan Tanhaei

    2013-01-01

    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 populati...

  13. 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

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

    OpenAIRE

    Ali Shaemi; Sepideh Fazel

    2014-01-01

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

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

    OpenAIRE

    Rojec, Matija; Bučar, Maja; Stare, Metka

    2009-01-01

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

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

    OpenAIRE

    Y.V. Soni; M.O. Kachieng’a

    2012-01-01

    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 bu...

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

    OpenAIRE

    Hansen, Ulrich Elmer; Ockwell, David

    2014-01-01

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

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

    OpenAIRE

    Mangngenre, Saiful; bahri, syamsul

    2014-01-01

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

  19. Social Customer Relationship Management : Maximizing Customer Relationships

    OpenAIRE

    Leino, Jarkko

    2016-01-01

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

  20. 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....

  1. A CUSTOMER SATISFACTION RESEARCH OF B2C ONLINE PURCHASING SERVICES IN CHINA -Case Company JD.COM

    OpenAIRE

    Wang, Wei

    2014-01-01

    In recent years, with the development of e-commerce industry, online shopping has gradually become more and more popular among consumers in China, especially for the younger age groups. As a result, the competition among the e-markers becomes continuously fierce in the e-commerce industry. The main objective of this thesis was to provide relevant information about internet consumers’ opinions on online purchasing services in Chinese e-commerce companies, especially the case company JD.com, as...

  2. 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...... 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....... 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...

  3. Creating an Effective Customer Value Proposition Process

    OpenAIRE

    Talola, Jalmari

    2016-01-01

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

  4. Customer Data Management

    OpenAIRE

    Sehat, Mahdis; PAVEZ FLORES, RENÉ

    2012-01-01

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

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

    International Nuclear Information System (INIS)

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

  6. Examining the Capability of Supervised Machine Learning Classifiers in Extracting Flooded Areas from Landsat TM Imagery: A Case Study from a Mediterranean Flood

    OpenAIRE

    Gareth Ireland; Michele Volpi; PETROPOULOS George P.

    2015-01-01

    This study explored the capability of Support Vector Machines (SVMs) and regularised kernel Fisher’s discriminant analysis (rkFDA) machine learning supervised classifiers in extracting flooded area from optical Landsat TM imagery. The ability of both techniques was evaluated using a case study of a riverine flood event in 2010 in a heterogeneous Mediterranean region, for which TM imagery acquired shortly after the flood event was available. For the two classifiers, both linear and non-linear ...

  7. 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

  8. Customer-centered brand management.

    Science.gov (United States)

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

    2004-09-01

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

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

    Science.gov (United States)

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

    2014-01-01

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

  10. Severe psychogenic tremor of both wrists in a 13-year-old girl treated successfully with a customized wrist brace: a case report

    Directory of Open Access Journals (Sweden)

    Schafflhuber Caroline

    2011-04-01

    Full Text Available Abstract Introduction Psychogenic movement disorders in childhood have been little researched. As there are few courses of treatment which have been evaluated, further examination and case studies about the treatment and clinical course of this rare occurrence of severe psychogenic tremor in childhood and adolescence are much needed. Case presentation A 13-year-old Caucasian girl with tremor in both wrists, severe enough to prevent her from attending school, was sent to our hospital. After a complete neurological and psychiatric examination, in-patient child-psychotherapeutic treatment was started, with careful consideration given to both chronic and acute stress factors which constitute her performance and exam anxiety in school as well as the girl's parents' conflicted relationship. With the aid of a customized wrist brace our patient was able to go to school and write despite the presence of a marked tremor, which in turn reduced her avoidance behavior and exam anxiety. By the end of her in-patient treatment, the tremor was still noticeable, but markedly reduced in severity (reduction 80%. Two weeks after she was discharged from hospital, the tremor had completely disappeared. Conclusion After careful clinical diagnostics, this kind of dissociative disorder should be treated appropriately with age-adapted cognitive-behavioral therapy to achieve positive and lasting benefits.

  11. Modelling cross-sales to promote customer retention in the financial services industry: the 'who-what-when framework'. Two case studies

    OpenAIRE

    Salazar, María Teresa

    2010-01-01

    Customer retention has been shown by academic researchers to be more profitable than customer acquisition. However, its implementation in the business environment has not been so successful. One of the reasons for this is that customer retention can be achieved in several ways (i.e. loyalty programs, affinity cards and switching costs) and that the translation from the concept of “retaining customers” to the actions and strategies to retain them is not always easy. One of th...

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

    OpenAIRE

    Li Li; Shen mei Yuan; Nan Jiang

    2014-01-01

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

  13. 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...

  14. The quest for customer focus.

    Science.gov (United States)

    Gulati, Ranjay; Oldroyd, James B

    2005-04-01

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

  15. 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.

  16. 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...

  17. 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....

  18. 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.

  19. 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.

  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. Mass Customization Services

    OpenAIRE

    Friedrich, Gerhard

    2008-01-01

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

  2. The first customer reference

    OpenAIRE

    Ruokolainen, Jari

    2008-01-01

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

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

    OpenAIRE

    Ali Sanayei; Afsaneh Jokar

    2013-01-01

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

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

    OpenAIRE

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

    2013-01-01

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

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

    Directory of Open Access Journals (Sweden)

    Kaurin Dragoljub

    2011-01-01

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

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

    Directory of Open Access Journals (Sweden)

    Irfan Syauqi Beik

    2014-03-01

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

  7. The Impact of National Identity and Culture on Customer Perception of Product Quality; The case of mobile phones in Sweden and Turkey

    OpenAIRE

    Ertekin, Merve; Aydin, Burcak

    2010-01-01

    Abstract Date: May 2010 Program: International Marketing (Master’s Program) Authors: Merve Ertekin                                                                  Burcak Aydin                                                                   Tutor: Tobias Eltebrandt Title: The Impact of National Identity and Culture on Customer Perception of Product Quality; ‘The case of mobile phones in Sweden and Turkey’ Problem Statement: How may culture affect the ‘product quality perception’ of consumer...

  8. 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.

  9. 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.

  10. Customer satisfaction and competencies

    DEFF Research Database (Denmark)

    Gritti, Paola; Foss, Nicolai Juul

    We empirically address how customer satisfaction and loyalty in the banking industry may affect profitability. This helps to identify the strategy and competencies necessary to benefit from customer relationships which are important sources for improved performance in the banking. We do...... this by 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......, 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....

  11. 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 %.

  12. The Binary Customer Satisfaction Model in Inventory and Queueing Systems

    OpenAIRE

    Azadivar, Justin Sepehr

    2010-01-01

    This dissertation introduces the Binary Customer Satisfaction Model for addressing logistics issues. In typical logistics problems, the arrival of customers through a demand process is considered external to the management decisions. In practice, it is typically the case that customers will respond to changes is service policy by changing their behavior. The Binary Customer Satisfaction Model provides a simple customer behavior model that directly interacts with the service policy and provide...

  13. 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...

  14. The Impact of Customer Care on Experiences in Service Quality Delivery(a case study of Labadi Beach Hotel-Ghana)

    OpenAIRE

    Hanyabui, Akpabli; Ossai, Uche

    2008-01-01

    ABSTRACT COURSE: Bachelor Thesis in Business Administration 15 ECTS AUTHORS: Ossai Uche, (21st March 1980), Västerås. Prosper Akpabli Hanyabui, (17th March 1980), Västerås. PROBLEM STATEMENT How can Labadi Beach Hotel improve on customer care activities in order to create a positive customer experiences in the hotel? PURPOSE: The purpose of this study is to describe what Labadi Beach Hotel is doing and what they could do to improve customer care. Furthermore we shall also find out the problem...

  15. Customer Lifetime Value Measurement

    OpenAIRE

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

    2008-01-01

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

  16. 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.

  17. 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.

  18. 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...

  19. Impact of service quality on customer satisfaction of automated teller machine service: case study of a private commercial joint stock bank in Vietnam

    Directory of Open Access Journals (Sweden)

    Chi Phan

    2015-10-01

    Full Text Available One of key challenge for Vietnamese commercial banks is how to compete in the market place with commonly undifferentiated services. The aim of this study is to investigate the impact of service quality performance on customer satisfaction on ATM service in a commercial bank in Vietnam. This study applies SERVPERF framework to analyze the data collected from a questionnaire survey and found that ASSURANCE and TANGIBLES factors significantly impact on the customer satisfaction.

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

    OpenAIRE

    Kinnunen, Noora

    2015-01-01

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

  1. Examining the Effects of Services Quality Gap Based on the Customer Loyalty and Satisfaction through SERVQUAL Method (Saadat Poya Teb Company as a Case Study)

    OpenAIRE

    Narges Hossein Mirzai; Neda Aboutalebi

    2014-01-01

    In the today’s competitive world, the organizations’ survive depends on its customers. Indeed, customer loyalty is one of the main factors for achieving competitive advantage. On the other hand, services quality is one of the most important effective factors on the customers’ loyalty. Sometimes, there is a difference and gap between actual quality and desirable level of quality. This gap can be effective on the customers’ loyalty negatively. This is why that the present study was aimed to exa...

  2. The effects of price promotions on building a customer base within the Ghanaian mobile Telecommunication industry; the case of Vodafone Ghana

    OpenAIRE

    Buabeng, Emmanuel Yaw; Sam, Anthony Kweku

    2011-01-01

    The recent advances in telecommunication have led to increase in the number of subscriptions to mobile telecommunication networks in Ghana. In today’s competitive telecom market place several marketing communication tools are used by telecom operators in Ghana to retain existing customers and also add on to their customer base. Price related promotion is one such marketing communication tools and the impact of sales promotions in increasing subscriber base forms the basis of this study. We re...

  3. Studying the Impact of Services Marketing Mix on Preferring a Brand by Customers Case Study: Selected Branches of Mellat Bank in Isfahan Province

    Directory of Open Access Journals (Sweden)

    Ali Kazemi

    2013-04-01

    Full Text Available Importance of marketing in increasing of customers as well as customers' preference towards a brand has an undeniable role. Objective of this survey was to study the impact of services marketing mix on preferring a brand by customers. Therefore, marketing mix of services was used and impact of each one of its elements (seven elements on degree of preference of Mellat Bank by customers was measured using t-test and in viewpoint of one-hundred thirty (130 customers as the statistical population of the survey. The survey was conducted using descriptive-field method. Tool of data collection was questionnaire containing 25 questions and its reliability was confirmed through Cronbach alpha coefficient (0.79. According to respondents, elements of marketing mix are effective on degree of preference of a brand by customers. Findings show as mutual significance level (0.020 is less than 5% it could be perceived that average value of this item has a significant difference with test value (equal to 3. On the other hand, because the calculated lower and upper limits are negative in the confidence interval 95% it could be concluded that average is less than test value equal to 3. Thus, test hypothesis is rejected and null hypothesis is accepted. In other words, aesthetic appearance of the bank is not effective on degree of preference of a brand by customers. Test results reveal employees' behavior with clients and ease of access to bank branches have the highest impact on customers' preference to choose Mellat Bank in Isfahan province but aesthetic appearance of the bank hasn't been confirmed.

  4. 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...

  5. The Role of E-Payment Tools and E-Banking in Customer Satisfaction Case Study: Pasargad Bank E-Payment Company

    OpenAIRE

    Fatemeh Soleimani Roozbahani; Sanaz Nikghadam Hojjati; Reihaneh Azad

    2015-01-01

    Background: Banks, as the main components of any countries` economic backbone, perpetually try to satisfy the needs and expectations of their customers to increase customer satisfaction, since in today`s competitive world, gaining competitive advantage is a high priority for any organization. On the other hand, the emergence of information technology in the banking industry has provided speed, security, efficiency, and quality of services through electronic banking and electronic payment tool...

  6. 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...... significant number of previously undetected consistency errors and have received very positive feedback from the developer community in the case study....

  7. 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.

  8. A Study of the Effects of Internal Marketing on Customer-oriented Social and Prosocial Behaviors (Case study: Hotels in Isfahan city

    Directory of Open Access Journals (Sweden)

    Mohammad Reza Dalvi

    2013-11-01

    Full Text Available The present paper, titled ‘A Study of the Effects of Internal Marketing on Customer-oriented Prosocial Behaviors’ investigates the important role of internal marketing on job satisfaction, organizational commitment and, finally, role-prescribed customer service and extra-role customer service (prosocial behavior among hotel employees in Isfahan city. A main hypothesis (speculating the significant effect of internal marketing on customer-oriented prosocial behavior and eleven sub-hypotheses (speculating the significant effect of empowerment, service training and service reward on organizational commitment and job satisfaction as well as speculating the significant effect of organizational commitment and job satisfaction on role-prescribed customer service and extra-role customer service (prosocial behavior, are presented. This research, in terms of its purpose, is an applied one; and in terms of implementation method, is a survey with a correlation approach. The population includes 140 experienced managers, vice-presidents and employees of the hotels in Isfahan city. The data were collected using questionnaires with a Cronbach's alpha coefficient calculated as 0.91, which includes personal data and main, specialized questions for examination of research hypotheses. From 155 distributed questionnaires, 140 (90% were returned. The collected data were analyzed using SPSS and AMOS software programs through statistical tests at descriptive (frequency, percentage, accumulated percentage, average and standard deviation and inferential (t-test, regression modeling, variance analysis, non- parametric Kolmogorov and Smirnov test, and Freedman non-parametric test levels. The findings supported all research hypotheses.

  9. Customer Relationship Management

    OpenAIRE

    Conf. univ. dr. Enache Elena; Asist. univ. drd. Marin Carmen; Conf. univ. dr. Vechiu Camelia

    2010-01-01

    The most significant changes in the practice of marketing during the last decade in the shift in emphasis from a transaction orientation to the customer relationship management (CRM). Customer relationship management is a strategy of organization to identifying the main desire of the customer and the behaviour commercial business, the beneficial use of information acquired in order to improve relations with these factors, with the objective of increasing customer satisfaction requirements.

  10. Bank Customers Management System

    OpenAIRE

    Ebubeogu Amarachukwu Felix

    2015-01-01

    ABSTRACT The purpose of this project is in partial fulfilment of the requirements of Bachelor of Science Hon in Information Technology. The Design and development of this Bank customers Management system provides a more secured approach in managing bank customers information which strengthens the relationships between banks and their customers by providing the right solutions that uses a multi-level security to improve customer satisfaction. The technology used in developing this project is A...

  11. Management of customer portfolio

    OpenAIRE

    Jan Molek; Dagmar Bednářová

    2003-01-01

    There is a very actual question for many firms and their managers becoming more and more important: “Which kind of customers have we got?” It means such activities as the solving of problems connected with e.g. the customer effectiveness, his credit score, or the customer portfolio. It is a business philosophy to manage the firm not as a sum of products and services, but as a customer portfolio, and successful managers are nowadays adopting this philosophy.

  12. Customer Data Clustering Using Data Mining Technique

    Directory of Open Access Journals (Sweden)

    Sankar Rajagopal

    2011-12-01

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

  13. 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.

  14. Customer Satisfaction Survey for Business Customers

    OpenAIRE

    Kangasniemi, Ville

    2013-01-01

    This thesis is a customer satisfaction survey and it has been conducted for Kodin Terra Nokia hardware retail store, which is part of the SOK-service network of companies operating in the Pirkanmaa region. The purpose of this thesis was to find out how satisfied the business customers are with the services and products of Kodin Terra Nokia and what could be done to increase the customer’s level of satisfaction. In addition the aim was also to find out how well the expectations of the customer...

  15. 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.

  16. 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.

  17. 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

  18. Analytical Chemistry Core Capability Assessment - Preliminary Report

    International Nuclear Information System (INIS)

    The concept of 'core capability' can be nebulous one. Even at a fairly specific level, where core capability equals maintaining essential services, it is highly dependent upon the perspective of the requestor. Samples are submitted to analytical services because the requesters do not have the capability to conduct adequate analyses themselves. Some requests are for general chemical information in support of R and D, process control, or process improvement. Many analyses, however, are part of a product certification package and must comply with higher-level customer quality assurance requirements. So which services are essential to that customer - just those for product certification? Does the customer also (indirectly) need services that support process control and improvement? And what is the timeframe? Capability is often expressed in terms of the currently utilized procedures, and most programmatic customers can only plan a few years out, at best. But should core capability consider the long term where new technologies, aging facilities, and personnel replacements must be considered? These questions, and a multitude of others, explain why attempts to gain long-term consensus on the definition of core capability have consistently failed. This preliminary report will not try to define core capability for any specific program or set of programs. Instead, it will try to address the underlying concerns that drive the desire to determine core capability. Essentially, programmatic customers want to be able to call upon analytical chemistry services to provide all the assays they need, and they don't want to pay for analytical chemistry services they don't currently use (or use infrequently). This report will focus on explaining how the current analytical capabilities and methods evolved to serve a variety of needs with a focus on why some analytes have multiple analytical techniques, and what determines the infrastructure for these analyses. This information will be

  19. Regulation, customer protection and customer engagement

    OpenAIRE

    Littlechild, Stephen

    2011-01-01

    The UK utility regulation framework developed in the 1980s was intended to improve on the restrictive, inefficient and burdensome regulatory approach in the US. But the UK regulatory process has itself now become increasingly burdensome. Meanwhile, utilities and customer groups in the US and Canada have developed methods of negotiating and settling regulatory issues that more directly reflect the interests of customers, often embody incentive price caps as in the UK, and avoid unduly burdenso...

  20. Building online customer relationship

    OpenAIRE

    Baranov, A.

    2012-01-01

    Those companies who manage to retain their valuable clients for a long period of time are much more successful in terms of money gains, than those companies that are focusing only on customer acquisition. New customer acquisition requires a large amount of money for using the proper online marketing tools. As a lot of studies have shown, it costs much more money to gain a new customer, than to retain the already gained customers. To find the best tools for online customer retention, companies...

  1. 借助互联网思维开创培训新局面--“以客户价值为导向营销能力研讨班”的实践%Using Internet Thinking to Open up New Dimension in Training-the Practice of “Customer Value-oriented Marketing Capabilities Seminar”

    Institute of Scientific and Technical Information of China (English)

    牟慈

    2014-01-01

    Today, Internet thinking, as a new systemic thinking in business operations, is causing great impact on people’s minds and influencing the political, economic and cultural developments of the society as well as people’s life. In corporate training, Internet training also plays a positive role in driving innovations in training concepts and training modes. The paper uses the practice of “Customer Value-oriented Marketing Capabilities Seminar” to discuss how to take advantage of Internet thinking to break away from conventional training practices and follow the customer value-oriented path to open up new dimension in training.%当今,互联网思维作为一种全新的系统性商业运营思维,正在冲击着人们的思想观念,影响着社会政治、经济、文化、生活等方面的发展趋势。在企业培训中,互联网思维对培训理念、培训模式的的创新,也起到了积极的作用。本文结合“以客户价值为导向营销能力研讨班”的培训实践,探讨如何利用互联网思维,打破传统培训常规,坚持以客户价值为导向,开创培训新局面。

  2. 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.

  3. 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...

  4. Detecting drugs at customs

    International Nuclear Information System (INIS)

    The principle of measuring ions by their drift times at atmospheric pressure is not new, but it has been only recently that ion mobility spectrometry (IMS) has been realised as a powerful method of identifying certain molecules of importance at low concentrations. The impetus has arisen initially from the desire of the military to detect chemical warfare agents in the field but more recently has been taken up by police and customs services to monitor drugs of abuse and explosives. The Australian Customs Service (Border Technology) has purchased a number of IM spectrometers and has installed them in all international ports and airports. The first cases of persons apprehended for importation of controlled substances with evidence from IMS have appeared in the courts and the legal system is coming to terms with this new forensic tool. Ion mobility spectrometry may be thought of as time of flight mass spectrometry at atmospheric pressure. The presence of gas gives the possibility of a number of ion-molecule reactions, and the time taken to traverse drift tubes of a few centimetres at a field of typically 25 kV m-1 is around 10-20 ms. Ions are generated by a 63Ni source, which ionises the carrier gas (dry air), which in turn ionises the injected analyte. Detection limits in the low ppb range are found for many substances. Details of sample collection, sensitivity and limitations of the ion mobility spectrometry are given. Extensions to IMS include the use of Fourier Transform method, electro spray and neural networks

  5. Continuing Professional Education of Insurance and Risk Management Practitioners: A Comparative Case Study of Customer Service Representatives, Insurance Agents and Risk Managers

    Science.gov (United States)

    Krauss, George E.

    2009-01-01

    The purpose of this study is to understand how selected insurance practitioners learn and developed in their practices setting. The selected insurance practitioners (collectively customer service representatives, insurance agents, and risk managers) are responsible for the counseling and placement of insurance products and the implementation of…

  6. Traditions and Customs in Community Development: The Case of Nkanu West and Nkanu East Local Government Areas of Enugu State, Nigeria

    Science.gov (United States)

    Adekola, G.; Egbo, Nwoye Charles

    2016-01-01

    This study examined the influence of traditions and customs on community development in Nkanu West and Nkanu East Local Government Areas of Enugu State. The study was carried out with three objectives and three null hypotheses. The research adopted descriptive survey design with a population of 2,125 members of community Based Organizations in the…

  7. Ensuring US National Aeronautics Test Capabilities

    Science.gov (United States)

    Marshall, Timothy J.

    2010-01-01

    U.S. leadership in aeronautics depends on ready access to technologically advanced, efficient, and affordable aeronautics test capabilities. These systems include major wind tunnels and propulsion test facilities and flight test capabilities. The federal government owns the majority of the major aeronautics test capabilities in the United States, primarily through the National Aeronautics and Space Administration (NASA) and the Department of Defense (DoD). However, changes in the Aerospace landscape, primarily the decrease in demand for testing over the last 20 years required an overarching strategy for management of these national assets. Therefore, NASA established the Aeronautics Test Program (ATP) as a two-pronged strategic initiative to: (1) retain and invest in NASA aeronautics test capabilities considered strategically important to the agency and the nation, and (2) establish a strong, high level partnership with the DoD. Test facility utilization is a critical factor for ATP because it relies on user occupancy fees to recover a substantial part of the operations costs for its facilities. Decreasing utilization is an indicator of excess capacity and in some cases low-risk redundancy (i.e., several facilities with basically the same capability and overall low utilization). However, low utilization does not necessarily translate to lack of strategic importance. Some facilities with relatively low utilization are nonetheless vitally important because of the unique nature of the capability and the foreseeable aeronautics testing needs. Unfortunately, since its inception, the customer base for ATP has continued to shrink. Utilization of ATP wind tunnels has declined by more than 50% from the FY 2006 levels. This significant decrease in customer usage is attributable to several factors, including the overall decline in new programs and projects in the aerospace sector; the impact of computational fluid dynamics (CFD) on the design, development, and research

  8. Utility planning for customer generation of electricity: principles of economics and uncertainty

    Energy Technology Data Exchange (ETDEWEB)

    Roy, R.K.

    1987-01-01

    Today, the long-standing economic monopoly of electric utilities is eroding as customers increasingly respond to high utility costs by developing their own generating capability. A dominant technology allowing customer generation is cogeneration, the sequential production of two useful energy streams using one fuel source. The Public Utility Regulatory Policy Act of 1978 marked a major turning point for the industry by requiring electric utilities to purchase power generated by others. Development of customer-generated electricity can occur in two modes. In the first mode, customer generated electricity is sold to the utility, displacing utility generation but not reducing the utility's total sales. In the second mode, electricity is generated by the customer and is used on site to bypass the utility. These two modes, while relying on the same basic technologies, create dissimilar planning problems and require distinct policies for utilities and their regulators. In both cases, the increased competition affords opportunities for deregulation, as the possibility of monopolistic pricing practices diminishes. This dissertation examines some of the fundamental characteristics of utility planning and customer generation which need to be addressed in developing both utility and regulatory policy.

  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. PMID:17345685

  10. Customs duty or duty ?

    OpenAIRE

    Iacob, Constanta; Zaharia, Stefan

    2012-01-01

    The topicality of the study “The concept of a customs debt” is useful to the substantiation of customs policy as a component of commercial community policy and of domestic fiscal policy, so that the customs tax should provide the three functions: fiscal, protectionist and negotiation. The efficiency and transparency of implementation could be partially compromised by the current artificial legislative parallelism maintained between the directly applicable Romanian and community legislations. ...

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

    OpenAIRE

    Feliks Anggia Binsar Kristian P.; Hotman Panjaitan

    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 strive to continue to make improvement in total quality service, so that customer satisfaction can be maintained, which in turn will have an impact on customer satisfaction increase in customer loyalty. Being able to create customer loyalty is also necessary to have a good relationship, between the custome...

  12. 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...

  13. Customer Service Action Plan

    OpenAIRE

    Department of Health (Ireland)

    2003-01-01

    Customer Service Action Plan One of the fundamental themes of Delivering Better Government (1996) is the â?oachievement of an excellent service for the Government and for the public as customers and clients at all levelsâ?Âù. In 2000, the Quality Customer Service (QCS) Working Group reviewed and revised the 1997 Principles of Quality Customer Service to take account of changes in the environment since 1997, such as the equality agenda. In July 2000, the Government decided that: Click ...

  14. 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.

  15. The real value of the customer in the process of crm and accounting: a case study in a retail supermarket El valor real del cliente en el proceso de crm y la contabilidad: un estudio de caso en empresa del sector minorista supermercadista O valor real do cliente no processo de crm e a contabilidade: um estudo de caso em empresa do setor de varejo supermercadista

    OpenAIRE

    Tatiane da Silva Ferreira Vichroski; Elisete Dahmer Pfitscher; Alessandra Vasconcellos Gallon; Fernando Richartz

    2010-01-01

    As important as the gathering of transactional data and types and patterns of the customers is today, assessment of customer value, as precisely as possible, is critical in order to analyze and understand each of them in today's competitive marketplace. Thus, a way is proposed to assess the real value of the customer (LTV - Life Time Value) for a retail supermarket based on their transactional and financial history as well as customer interactions with the organization. An exploratory case st...

  16. Prioritizing Effective Factors on Kaleh Company Customer Loyalty

    OpenAIRE

    Abdollah Rezaei; Hassan Aghajani; Mahmoud Yahyazadehfar

    2015-01-01

    In every kind of organization, whether productive or servicing, the most significant factor for maintaining and developing a company is its customers, so that in case a company will succeed in maintaining customer satisfaction and loyalty, it will provide the background for its long-term permanence. Based on the significance of customer loyalty, the present research mainly aims to prioritize effective factors on customer loyalty in Kaleh Company, using FAHP technique. Statistical population o...

  17. Investigate the Customers' Behavioral Intention to Use Mobile Banking Based on TPB, TAM and Perceived Risk (A Case Study in Meli Bank

    Directory of Open Access Journals (Sweden)

    Hossein Rezaie Dolat Abadi

    2012-10-01

    Full Text Available The aim of this study is to analysis the factors affecting the use of mobile banking in city of Isfahan. For this purpose, Theory of planned behavior (TPB ,Technology acceptance model (TAM and perceived risk were used to construct a model to study the adoption intention of mobile banking .We designed a questionnaire and used it to survey a randomly selected sample of customers of Meli bank. A total of 165 pieces of questionnaire papers are given out to the community randomly. We analyzed the data using Structured Equation Modeling (SEM to evaluate the strength of the hypothesized relationships; the results provide support of the integrated TAM, TPB and perceived risk models and confirm its robustness in predicting customers' intention of adoption of mobile banking. The results indicated that the behavioral intention to use mobile banking is positively affected mainly by perceived behavioral control and subjective norm.

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

    DEFF Research Database (Denmark)

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

    2016-01-01

    contracts with their customers. Employing the resource-based view as a theoretical basis and undertaking in-depth case study analysis of three vendors in the electronic manufacturing services industry, the research shows that to achieve the outsourcing objectives of winning, running and renewing......Limited academic research has been given to analysing the innovation capabilities of vendors in outsourcing contracts. This paper seeks to address this gap in the literature by enhancing our understanding of how the innovation capability of vendors is deployed to win, run and renew outsourcing...... the contract, vendors can use different configurations of the competitive priorities of cost, quality, delivery and flexibility. The research aggregates the capabilities that influence the innovative capability of a vendor into the innovation-related capabilities (IRCs) of design, new product introduction...

  19. 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...

  20. An empirical investigation into the effects of inorganic corporate expansion on customer-based brand equity: the case of the Renault-Nissan Alliance

    OpenAIRE

    Wood, Adam Vance Thomas

    2007-01-01

    When companies enter into mergers, acquisitions or alliances, their brands become inextricably linked. This paper investigates the effect of mergers, acquisitions and alliances on consumer perception of brands involved. Analysing the Renault-Nissan Alliance of 1999, it uses in-depth, semi-structured interviews to gauge changes to customer-based brand equity post-Alliance. Results show that the level of perceived affiliation between allied brands at consumer level affects the degree of perceiv...

  1. A Review Of The Role Of Hedonic And Utilitarian Values On Customer’s Satisfaction And Behavioral Intentions (A case study; customers of Fasham restaurants)

    OpenAIRE

    This applied research has been carried out with a correlational, descriptive method. Also, the evaluation has been done using a questionnaire, appropriate tool, and according to the data-collecting method. Moreover, analyzing method existing in the back; Yahya Khonsari

    2011-01-01

    This applied research has been carried out with a correlational, descriptive method. Also, the evaluation has been done using a questionnaire, appropriate tool, and according to the data-collecting method. Moreover, analyzing method existing in the background of the research is used. During two months, data were collected from the customers of Pedarsalar and Ferdows restaurants. Research findings have suggested a strong and meaningful positive relation between hedonic and utilitarian value, s...

  2. Customer is King? A Framework to Shift from Cost- to Value-Based Pricing in Software as a Service: The Case of Business Intelligence Software

    OpenAIRE

    Baur, Aaron,; Genova, Antony,; Bühler, Julian; Bick, Markus

    2014-01-01

    Part 1: Digital Services International audience With a shift from the purchase of a product to the delivery of a service, cloud computing has revolutionized the software industry. Its cost structure has changed with the introduction of Software as a Service (SaaS), resulting in decreasing variable costs and necessary amendments to the software vendors’ pricing models. In order to justify the gap between the software’s price and the incremental cost of adding a new customer, it is essent...

  3. The Effect of Advertising Spending on Brand Loyalty Mediated by Store Image, Perceived Quality and Customer Satisfaction: A Case of Hypermarkets

    OpenAIRE

    Farhina Hameed

    2013-01-01

    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 a...

  4. The Impact of Customer Orientation on the Business Strategies: the Customisation Case of Nestlé on French and Chinese Dairy Markets

    OpenAIRE

    Mignon, Ingrid; He, Hui

    2005-01-01

    Background: As Porter’s diamond (1990) suggested, the business environment highly influences firms’ strategies. Today, most of the companies have to decide their strategy depending from a worldwide business environment. Yet, strategy researches and the growing importance of marketing for business success also show that customer dimension must be taken into consideration. On some markets and in certain industries, the offer is much higher than the demand and then, companies need to attract cus...

  5. A Case Study on the Impact of Customization, Fitness, and Operational Characteristics on Enterprise-Wide System Success, User Satisfaction, and System Use

    OpenAIRE

    Celeste See-Pui Ng

    2000-01-01

    Enterprise resource planning (ERP) system success is of paramount importance for almost all organizations, as it is a prerequisite for improved and continuous benefit-realization. This study investigates the impact of ERP business dynamics (i.e., system customization required), system fitness (i.e., process fit, data fit, and user interface fit) and functional area operational characteristics on ERP system success, user satisfaction and system use. The author draws on relevant theoretical bac...

  6. A Case Study on the Impact of Customization, Fitness, and Operational Characteristics on Enterprise-Wide System Success, User Satisfaction, and System Use

    OpenAIRE

    Celeste See-Pui Ng

    2013-01-01

    Enterprise resource planning (ERP) system success is of paramount importance for almost all organizations, as it is a prerequisite for improved and continuous benefit-realization. This study investigates the impact of ERP business dynamics (i.e., system customization required), system fitness (i.e., process fit, data fit, and user interface fit) and functional area operational characteristics on ERP system success, user satisfaction and system use. The author draws on relevant theoretical bac...

  7. Surveying the impact of satisfaction and e-reliability on customers' loyalty in e-purchase process: a case in Pars Khodro co

    OpenAIRE

    Vahid Qaemi

    2012-01-01

    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 ...

  8. Electronic Customer Relationship Management (eCRM) from the Perspective of Two Banks with Online Marketing in Pakistan : case of HSBC PK and Standard Chartered Bank PK

    OpenAIRE

    Abdul, Shakoor

    2011-01-01

    This study observes an approach which is known as explorative because it aims to evaluate and examine online media as a tool for e-CRM. In addition, this involves the approach known as iterative also depends on the data, which is qualitative in congestion with observational information. This study builds on the existing literature and theories within customer relationship marketing (CRM). The subfield to CRM, called e-CRM, is further studied the phenomenon of online marketing and online CRM (...

  9. Local Customer Market Increase for Linnala Restaurant in November 2013 – February 2014 : Case: Vietnamese Tết Pop-up Restaurant on 1 February 2014

    OpenAIRE

    Ha, Anh; Dinh , Xuan

    2014-01-01

    The purpose of the thesis was to increase local customer market for Linnala Restaurant. To achieve this objective, firstly local customers’ expectations were studied in Imatra region then a creative international cuisine event, Vietnamese Tết pop-up restaurant day, was organized. The work was commissioned by Ravintola Linnala and Saimaa University of Applied Sciences. Data for customers’ expectations were collected by surveys and semiinterviews carried out at Linnala Restau...

  10. 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

  11. 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

  12. 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)

  13. REGIONAL CUSTOMS DIRECTORATES MANAGEMENT

    OpenAIRE

    CABA STEFAN; CAUS VASILE-AUREL

    2009-01-01

    The management of a regional customs directorate is analyzed. A new approach of the managerial system, in the European integration context, is presented. The customs system is one of the first “doors” to a new economic, social and cultural community. For

  14. Customs leaflet: December 2013

    OpenAIRE

    2015-01-01

    The Sochi 2014 "Customs leaflet" is intended for Olympic and Paralympic Family organisations and provides short practical insights on how to import and export various types of goods to and from Russia for organizing and staging the Sochi 2014 Winter Olympic and Paralympic Games. More detailed information is provided in the “Customs and freight forwarding guide.

  15. Managing customer service.

    Science.gov (United States)

    Paget, Zoe

    2015-02-28

    Zoe Paget is the customer services manager at YourVets. Her role includes managing the company's call centre, social media marketing, working with the marketing department to develop customer care initiatives and reporting service levels to the company's directors. PMID:25722341

  16. 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...

  17. 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…

  18. English Idioms and Customs

    Institute of Scientific and Technical Information of China (English)

    张小乔

    2015-01-01

    Customs is a kind of social phenomenon. They are not the product of individuals but that of the collective in the society,which are affected by politics, economy, religion, literary art and so on and then affect those things in reverse. English idioms aregreatly influenced by English customs.

  19. Welfare and Customs Unions

    OpenAIRE

    Carsten Kowalczyk

    1990-01-01

    This paper proposes that Viner's celebrated trade diversion and trade creation terminology for the customs union problem be abandoned. As the alternative is offered a welfare calculus based upon the terms-of-trade and volume-of-trade taxonomy from the theory of tariffs. The paper discusses, by application of this calculus, the two outstanding controversies in the theory of customs unions.

  20. Assessment of Process Robustness for Mass Customization

    DEFF Research Database (Denmark)

    Nielsen, Kjeld; Brunø, Thomas Ditlev

    2013-01-01

    In mass customization, the capability Robust Process Design defined as the ability to reuse or recombine existing organizational and value-chain resources is essential to deliver a high variety cost effectively. We argue that there is a need for methods which can assess a company’s process...