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Sample records for custom gamma tool

  1. Use of the Pipe ExplorerTM System to Deploy a Custom Gamma Tool in the Laterals Beneath High Level Waste Tanks in the 'A' and 'SX' Tank Farms, US DOE Hanford Site

    International Nuclear Information System (INIS)

    Kendrick, D.T.; Price, R.K.; Randall, R.R.; Myers, D.A.

    2006-01-01

    The 'laterals' are 3-inch tubing installed beneath single shell high level waste tanks in the 'A' and 'SX' Tank Farms at the US DOE Hanford Site during the late 1950's as part of a multifaceted leak detection system. A pneumatic deployment/wire line retrieval system was originally used to deploy two different custom Geiger-Muller detectors (a 'RED GM' and a 'GREEN GM') into the laterals for the purposes of characterizing activity levels in the soils beneath the waste tanks. Logging of the laterals was carried out from the mid 1970's through the early 1990's, when the activity was suspended. In support of the on-going vadose zone characterization efforts in the tank farms, CH2M Hill Hanford Group Inc. contracted with Apogen Technologies to utilize the Pipe Explorer TM system to deploy a custom gamma tool designed by Three Rivers Scientific and operated by Pacific Northwest Geophysics into selected laterals in the 'A' and 'SX' tank farms. The Pipe Explorer TM System is a unique deployment tool that utilizes a patented inverting membrane technology to deploy various detectors into piping, duct and drain lines. The conventional Pipe Explorer TM system was modified to interface with the PNG tool cabling and winch system that is typically used in bore hole applications. The gamma tool is comprised of three different detector systems, each with a different sensitivity. The most sensitive detector is a sodium iodide spectral gamma detector utilizing an on-board multi-channel analyzer. This detector is sensitive enough to measure the natural background radioactivity in these soils. Two additional Geiger-Muller gamma ray detectors complete the detector complement of the tool. These were designed with sensitivities similar to the historically used 'Green' and 'Red' GM detectors. The detectors were calibrated for Cs-137 concentration in the formation, and incorporated a correction for gamma ray attenuation due to the steel pipe of the lateral. The calibrations are traceable to

  2. Micro-Enterprises’ Digital Marketing Tools for Building Customer Relationships

    Directory of Open Access Journals (Sweden)

    Tuulia Nikunen

    2017-06-01

    Full Text Available The digital marketing environment is changing rapidly, and, for micro-enterprises, digital marketing is currently a vitally important opportunity. Attracting customers, engaging customers’ interest and participation, retaining customers, learning customers’ preferences and relating to customers are key strategies in building strong customer relationships. However, many enterprises ignore longer-term aspects of managing customer relationships. The study sought to contribute to a more in-depth understanding of micro-enterprises’ current strategies in terms of new digital marketing tools that foster stronger customer relationships. Based on interviews of two digital marketing service providers, this paper describes how their micro-enterprise clients use digital marketing tools through the five elements of building customer relationships. The findings highlight the importance of a practical understanding of digital marketing tools, as the digital marketing environment changes rapidly. The human capital and digital tool knowledge of micro-enterprises’ owner-managers have a great impact on these firms’ digital marketing and, ultimately, their success.

  3. Innovative tool for specifying customer requirements

    NARCIS (Netherlands)

    Ellman, A.; Wendrich, Robert E.; Tiainen, T.

    2014-01-01

    This paper presents the design and development of an App based tool for specification of customer requirements (CR) for product development. The most Quality Function Deployment (QFD) tools and methods are system based or used as an Excel document for specification and evaluation. Nowadays tool

  4. Customer Experience Marketing : Concepts and Tools

    OpenAIRE

    Kalaoja, Petteri

    2015-01-01

    This work studies what Customer Experience Management (CEM) is and how it can be implemented in modern marketing with an emphasis on B2C. This work takes a look into the concepts which are needed to achieve a versatile CEM approach. The tools and technologies that are needed to operate the CEM concept are also evaluated. This thesis explains that a Customer Experience Management strategy consists of a certain combination of concepts. These concepts usually include customer data, data-driv...

  5. ColorTree: a batch customization tool for phylogenic trees.

    Science.gov (United States)

    Chen, Wei-Hua; Lercher, Martin J

    2009-07-31

    Genome sequencing projects and comparative genomics studies typically aim to trace the evolutionary history of large gene sets, often requiring human inspection of hundreds of phylogenetic trees. If trees are checked for compatibility with an explicit null hypothesis (e.g., the monophyly of certain groups), this daunting task is greatly facilitated by an appropriate coloring scheme. In this note, we introduce ColorTree, a simple yet powerful batch customization tool for phylogenic trees. Based on pattern matching rules, ColorTree applies a set of customizations to an input tree file, e.g., coloring labels or branches. The customized trees are saved to an output file, which can then be viewed and further edited by Dendroscope (a freely available tree viewer). ColorTree runs on any Perl installation as a stand-alone command line tool, and its application can thus be easily automated. This way, hundreds of phylogenic trees can be customized for easy visual inspection in a matter of minutes. ColorTree allows efficient and flexible visual customization of large tree sets through the application of a user-supplied configuration file to multiple tree files.

  6. CUSTOMER PERCEPTIONS REGARDING THE MARKETING TOOLS RELATIONSHIP

    Directory of Open Access Journals (Sweden)

    Jorne Ricardo Peiter

    2015-09-01

    Full Text Available Due to the increasing concern of the organizations with the constant developments and changes in business processes, especially with regard to the quality of its products and services, it became necessary to conduct studies on ways of approaching clients and prospecting for new customers. This practice gained paramount importance to add value to the organization, and increasingly understand the needs of customers through relationship marketing. This study aims to investigate the perception of customers regarding relationship marketing tools used by the company Souza Cruz AS. Therefore, we present the main concepts involving relationship marketing process and customer loyalty. The methodology used was divided into two stages, the first being exploratory and qualitative literature and the second is descriptive and quantitative literature. The sample of 50 clients of Souza Cruz. The results show that customers consider important the relationship with the company, which is proven by the average search attributes in communication / attendance of employees (4.35 in degree of importance, and 4.58 in satisfaction. In the synthesis of overall satisfaction, the mean degree of satisfaction given by the research sample is 3.98. This percentage was considered good, as close to the item content (grade 4. This result may be related to the work of relationship the company Souza Cruz has been performing with his team which seeks to constantly enhance its customers to build strong and lasting relationships. Keywords: Marketing. Relationship. Satisfaction. Customer. Tobacco.

  7. ServicePro. A comprehensive customer care tool for highly penetrated markets

    International Nuclear Information System (INIS)

    Weiner, B.

    1997-01-01

    Contemporary marketing measures focus on recruiting new customers as a means of boosting sales. As the share of the market occupied by natural gas increases, the more probable it is that there will be dissatisfied customers who are prepared to switch to other energy sources. Systematic customer care measures are therefore a necessity ServicePro is a customer care concept that has been developed in response to this need. Its three modules are technical, contractual and general customer care. Practical local implementation is assisted by database software and a manual containing tools and examples. Customer care activities also strengthen customer relations and improve the gas utility's image. (au)

  8. A Study on Marketing Management Tool use of Customer Relationship

    Directory of Open Access Journals (Sweden)

    Cibele Barsalini Martins

    2015-04-01

    Full Text Available This paper highlights the relation between management tools of Relationship Marketing (RM with customers. The auxiliary tools in the process of Relationship Marketing were analyzed: Customer Relationship Management (CRM, Loyalty Programs, Endomarketing and Marketing Research. This study presented a multicase comparative in six companies, in which three of them have already deployed the management of Relationship Marketing with their clients, and the other three companies that were in the preliminary phase of deployment of these. The data collection was made from semi-structured interviews with professionals who worked in three hierarchical levels (strategic, tactical, and operational of each participating company, using both the technique of data collection by e-mail and personal interview. The approach was qualitative, with phenomenological analysis. It was found that the deployment of Relationship Marketing by the organizations surveyed takes place in a significant amount of time, where investments have occurred by pressure of the environment, in particular by loss of market share, the need to promote customer loyalty, to improve competitiveness and concern with the customer. It was not clear that the process of deployment of Relationship Marketing originated from the strategic planning and used proactively.

  9. Methodology for validating technical tools to assess customer Demand Response: Application to a commercial customer

    International Nuclear Information System (INIS)

    Alcazar-Ortega, Manuel; Escriva-Escriva, Guillermo; Segura-Heras, Isidoro

    2011-01-01

    The authors present a methodology, which is demonstrated with some applications to the commercial sector, in order to validate a Demand Response (DR) evaluation method previously developed and applied to a wide range of industrial and commercial segments, whose flexibility was evaluated by modeling. DR is playing a more and more important role in the framework of electricity systems management for the effective integration of other distributed energy resources. Consequently, customers must identify what they are using the energy for in order to use their flexible loads for management purposes. Modeling tools are used to predict the impact of flexibility on the behavior of customers, but this result needs to be validated since both customers and grid operators have to be confident in these flexibility predictions. An easy-to-use two-steps method to achieve this goal is presented in this paper.

  10. Gamma-gamma density and lithology tools simulation based on GEANT4 advanced low energy Compton scattering (GALECS) package

    International Nuclear Information System (INIS)

    Esmaeili-sani, Vahid; Moussavi-zarandi, Ali; Boghrati, Behzad; Afarideh, Hossein

    2012-01-01

    Geophysical bore-hole data represent the physical properties of rocks, such as density and formation lithology, as a function of depth in a well. Properties of rocks are obtained from gamma ray transport logs. Transport of gamma rays, from a 137 Cs point gamma source situated in a bore-hole tool, through rock media to detectors, has been simulated using a GEANT4 radiation transport code. The advanced Compton scattering concepts were used to gain better analyses about well formation. The simulation and understanding of advanced Compton scattering highly depends on how accurately the effects of Doppler broadening and Rayleigh scattering are taken into account. A Monte Carlo package that simulates the gamma-gamma well logging tools based on GEANT4 advanced low energy Compton scattering (GALECS).

  11. 78 FR 3499 - Proposed Collection; Comment Request on Information Collection Tools Relating to Customer...

    Science.gov (United States)

    2013-01-16

    .... In regard to online services, this feedback will provide insights into customer preferences for... Information Collection Tools Relating to Customer Satisfaction Surveys AGENCY: Internal Revenue Service (IRS... use a data-driven approach to understanding customer satisfaction at the Internal Revenue Service (IRS...

  12. Gamma-gamma density and lithology tools simulation based on GEANT4 advanced low energy Compton scattering (GALECS) package

    Energy Technology Data Exchange (ETDEWEB)

    Esmaeili-sani, Vahid, E-mail: vaheed_esmaeely80@yahoo.com [Department of Nuclear Engineering and Physics, Amirkabir University of Technology, P.O. Box 4155-4494, Tehran (Iran, Islamic Republic of); Moussavi-zarandi, Ali; Boghrati, Behzad; Afarideh, Hossein [Department of Nuclear Engineering and Physics, Amirkabir University of Technology, P.O. Box 4155-4494, Tehran (Iran, Islamic Republic of)

    2012-02-01

    Geophysical bore-hole data represent the physical properties of rocks, such as density and formation lithology, as a function of depth in a well. Properties of rocks are obtained from gamma ray transport logs. Transport of gamma rays, from a {sup 137}Cs point gamma source situated in a bore-hole tool, through rock media to detectors, has been simulated using a GEANT4 radiation transport code. The advanced Compton scattering concepts were used to gain better analyses about well formation. The simulation and understanding of advanced Compton scattering highly depends on how accurately the effects of Doppler broadening and Rayleigh scattering are taken into account. A Monte Carlo package that simulates the gamma-gamma well logging tools based on GEANT4 advanced low energy Compton scattering (GALECS).

  13. Field-programmable custom computing technology architectures, tools, and applications

    CERN Document Server

    Luk, Wayne; Pocek, Ken

    2000-01-01

    Field-Programmable Custom Computing Technology: Architectures, Tools, and Applications brings together in one place important contributions and up-to-date research results in this fast-moving area. In seven selected chapters, the book describes the latest advances in architectures, design methods, and applications of field-programmable devices for high-performance reconfigurable systems. The contributors to this work were selected from the leading researchers and practitioners in the field. It will be valuable to anyone working or researching in the field of custom computing technology. It serves as an excellent reference, providing insight into some of the most challenging issues being examined today.

  14. APPLICATION AND VALIDATION OF DMAIC SIX SIGMA TOOL FOR ENHANCING CUSTOMER SATISFACTION IN A GOVERNMENT R&D ORGANIZATION

    Directory of Open Access Journals (Sweden)

    Jimmy Kansal

    2017-12-01

    Full Text Available This study was carried out to explore and validate DMAIC six sigma tool to enhance the customer satisfaction in an ISO 9001: 2008 certified government R&D organization. The organization chosen for this study has implemented QMS since last six years with an aim of attaining 85% customer satisfaction. The deficiency in customer satisfaction by 8% has been observed after comprehensive data analysis of the customer feedback. The Lean Six Sigma tools and techniques have been applied followed by solution implementation and effectiveness assessment. The developed solution is found to be effective in enhancing the customer satisfaction by more than 85%. This has established that the designed LSS tools are suitable and effective in an R&D set-up for improving service quality and customer satisfaction. The results give feasible solutions to the emerging service oriented government R&D sector to enhance customer satisfaction. Limitation of the study is that the results are based on the limited inputs from one organization and the tools can vary depending upon the mandate and quality objectives.

  15. Customer Data Analysis Model using Business Intelligence Tools in Telecommunication Companies

    Directory of Open Access Journals (Sweden)

    Monica LIA

    2015-10-01

    Full Text Available This article presents a customer data analysis model in a telecommunication company and business intelligence tools for data modelling, transforming, data visualization and dynamic reports building . For a mature market, knowing the information inside the data and making forecast for strategic decision become more important in Romanian Market. Business Intelligence tools are used in business organization as support for decision making.

  16. EPIC'S NEW REMOTE SENSING DATA AND INFORMATION TOOLS AVAILABLE FOR EPA CUSTOMERS

    Science.gov (United States)

    EPIC's New Remote Sensing Data and Information Tools Available for EPA Customers Donald Garofalo Environmental Photographic Interpretation Center (EPIC) Landscape Ecology Branch Environmental Sciences Division National Exposure Research Laboratory Several new too...

  17. PRISMA as a quality tool for promoting customer satisfaction in the telecommunications industry

    International Nuclear Information System (INIS)

    Dye, J.; Schaaf, T. van der

    2002-01-01

    Near-miss event reporting systems have a successful history in managing risk in industries such as medicine, aviation, nuclear power, and the petrochemical industry. By treating events of customer dissatisfaction as accidents, near-miss event reporting systems designed to reduce risks to safety in hazardous environments may be borrowed by the telecommunications industry. The system chosen for this study was the Prevention and Recovery Information System for Monitoring and Analysis (PRISMA), developed by the Eindhoven University of Technology (EUT). The purpose of this study was to determine the feasibility of applying PRISMA as a tool to reduce risks to customer dissatisfaction. Participants in the project included the EUT Safety Management Group, a consultant, and six Network Service Managers from a telecommunications company whose duties included responding to customer complaints. Twenty-three incidents were investigated with an average of 5.9 root causes arising from 2.9 process owners per event. Causal trees were generated for each incident and root causes were classified according to the Eindhoven Classification Model (ECM). The distribution of 135 root causes was 50% organizational, 32% human, 16% technical and 2% unclassifiable. The participants were successful in executing the functional steps of PRISMA in response to incidents of customer dissatisfaction. This study established the suitability of PRISMA as a tool for managing risks to customer satisfaction within the telecommunications domain

  18. PRISMA as a quality tool for promoting customer satisfaction in the telecommunications industry

    Energy Technology Data Exchange (ETDEWEB)

    Dye, J.; Schaaf, T. van der

    2002-03-01

    Near-miss event reporting systems have a successful history in managing risk in industries such as medicine, aviation, nuclear power, and the petrochemical industry. By treating events of customer dissatisfaction as accidents, near-miss event reporting systems designed to reduce risks to safety in hazardous environments may be borrowed by the telecommunications industry. The system chosen for this study was the Prevention and Recovery Information System for Monitoring and Analysis (PRISMA), developed by the Eindhoven University of Technology (EUT). The purpose of this study was to determine the feasibility of applying PRISMA as a tool to reduce risks to customer dissatisfaction. Participants in the project included the EUT Safety Management Group, a consultant, and six Network Service Managers from a telecommunications company whose duties included responding to customer complaints. Twenty-three incidents were investigated with an average of 5.9 root causes arising from 2.9 process owners per event. Causal trees were generated for each incident and root causes were classified according to the Eindhoven Classification Model (ECM). The distribution of 135 root causes was 50% organizational, 32% human, 16% technical and 2% unclassifiable. The participants were successful in executing the functional steps of PRISMA in response to incidents of customer dissatisfaction. This study established the suitability of PRISMA as a tool for managing risks to customer satisfaction within the telecommunications domain.

  19. An Artificial Intelligence Classification Tool and Its Application to Gamma-Ray Bursts

    Science.gov (United States)

    Hakkila, Jon; Haglin, David J.; Roiger, Richard J.; Giblin, Timothy; Paciesas, William S.; Pendleton, Geoffrey N.; Mallozzi, Robert S.

    2004-01-01

    Despite being the most energetic phenomenon in the known universe, the astrophysics of gamma-ray bursts (GRBs) has still proven difficult to understand. It has only been within the past five years that the GRB distance scale has been firmly established, on the basis of a few dozen bursts with x-ray, optical, and radio afterglows. The afterglows indicate source redshifts of z=1 to z=5, total energy outputs of roughly 10(exp 52) ergs, and energy confined to the far x-ray to near gamma-ray regime of the electromagnetic spectrum. The multi-wavelength afterglow observations have thus far provided more insight on the nature of the GRB mechanism than the GRB observations; far more papers have been written about the few observed gamma-ray burst afterglows in the past few years than about the thousands of detected gamma-ray bursts. One reason the GRB central engine is still so poorly understood is that GRBs have complex, overlapping characteristics that do not appear to be produced by one homogeneous process. At least two subclasses have been found on the basis of duration, spectral hardness, and fluence (time integrated flux); Class 1 bursts are softer, longer, and brighter than Class 2 bursts (with two second durations indicating a rough division). A third GRB subclass, overlapping the other two, has been identified using statistical clustering techniques; Class 3 bursts are intermediate between Class 1 and Class 2 bursts in brightness and duration, but are softer than Class 1 bursts. We are developing a tool to aid scientists in the study of GRB properties. In the process of developing this tool, we are building a large gamma-ray burst classification database. We are also scientifically analyzing some GRB data as we develop the tool. Tool development thus proceeds in tandem with the dataset for which it is being designed. The tool invokes a modified KDD (Knowledge Discovery in Databases) process, which is described as follows.

  20. Communication and Work Development as a Change Management Tool in the In-flight Customer Service Department : Case Finnair

    OpenAIRE

    Hölttä, Katri

    2011-01-01

    The challenges and changes in the air transport sector have increased the need for radical changes also in the airlines organizations. Finnair has chosen to be a quality airline to focus on operations into customer-orientation and delivering improved customer experience to its customers. The objective of this thesis is to find development suggestions to the In-flight customer service department how to develop communication and work development to be used as a change management tool. The study...

  1. SU-E-T-231: Cross-Validation of 3D Gamma Comparison Tools

    International Nuclear Information System (INIS)

    Alexander, KM; Jechel, C; Pinter, C; Lasso, A; Fichtinger, G; Salomons, G; Schreiner, LJ

    2015-01-01

    Purpose: Moving the computational analysis for 3D gel dosimetry into the 3D Slicer (www.slicer.org) environment has made gel dosimetry more clinically accessible. To ensure accuracy, we cross-validate the 3D gamma comparison module in 3D Slicer with an independently developed algorithm using simulated and measured dose distributions. Methods: Two reference dose distributions were generated using the Varian Eclipse treatment planning system. The first distribution consisted of a four-field box irradiation delivered to a plastic water phantom and the second, a VMAT plan delivered to a gel dosimeter phantom. The first reference distribution was modified within Eclipse to create an evaluated dose distribution by spatially shifting one field by 3mm, increasing the monitor units of the second field, applying a dynamic wedge for the third field, and leaving the fourth field unchanged. The VMAT plan was delivered to a gel dosimeter and the evaluated dose in the gel was calculated from optical CT measurements. Results from the gamma comparison tool built into the SlicerRT toolbox were compared to results from our in-house gamma algorithm implemented in Matlab (via MatlabBridge in 3D Slicer). The effects of noise, resolution and the exchange of reference and evaluated designations on the gamma comparison were also examined. Results: Perfect agreement was found between the gamma results obtained using the SlicerRT tool and our Matlab implementation for both the four-field box and gel datasets. The behaviour of the SlicerRT comparison with respect to changes in noise, resolution and the role of the reference and evaluated dose distributions was consistent with previous findings. Conclusion: Two independently developed gamma comparison tools have been cross-validated and found to be identical. As we transition our gel dosimetry analysis from Matlab to 3D Slicer, this validation serves as an important test towards ensuring the consistency of dose comparisons using the 3D Slicer

  2. Applying CBR to machine tool product configuration design oriented to customer requirements

    Science.gov (United States)

    Wang, Pengjia; Gong, Yadong; Xie, Hualong; Liu, Yongxian; Nee, Andrew Yehching

    2017-01-01

    Product customization is a trend in the current market-oriented manufacturing environment. However, deduction from customer requirements to design results and evaluation of design alternatives are still heavily reliant on the designer's experience and knowledge. To solve the problem of fuzziness and uncertainty of customer requirements in product configuration, an analysis method based on the grey rough model is presented. The customer requirements can be converted into technical characteristics effectively. In addition, an optimization decision model for product planning is established to help the enterprises select the key technical characteristics under the constraints of cost and time to serve the customer to maximal satisfaction. A new case retrieval approach that combines the self-organizing map and fuzzy similarity priority ratio method is proposed in case-based design. The self-organizing map can reduce the retrieval range and increase the retrieval efficiency, and the fuzzy similarity priority ratio method can evaluate the similarity of cases comprehensively. To ensure that the final case has the best overall performance, an evaluation method of similar cases based on grey correlation analysis is proposed to evaluate similar cases to select the most suitable case. Furthermore, a computer-aided system is developed using MATLAB GUI to assist the product configuration design. The actual example and result on an ETC series machine tool product show that the proposed method is effective, rapid and accurate in the process of product configuration. The proposed methodology provides a detailed instruction for the product configuration design oriented to customer requirements.

  3. Customer Relationship Management

    OpenAIRE

    Abdillah, Leon

    2018-01-01

    Contents: 1) Introduction, 2) Basic Concept of CRM, 3) The Customer Service/Sales Profile, 4) Customer Relationship, 5) Planning and implementing CRM projects, 6) Developing, managing and using customer-related databases, 7) Managing and Sharing Customer Data, 8) Tools for Capturing Customer Information, 9) E-Commerce: Customer Relationships on the Internet, 10) Information Technology for CRM, 11) Sales-force automation, 12) Marketing automation, 13) Service automation, 14) Presentations, 15)...

  4. A tool to include gamma analysis software into a quality assurance program.

    Science.gov (United States)

    Agnew, Christina E; McGarry, Conor K

    2016-03-01

    To provide a tool to enable gamma analysis software algorithms to be included in a quality assurance (QA) program. Four image sets were created comprising two geometric images to independently test the distance to agreement (DTA) and dose difference (DD) elements of the gamma algorithm, a clinical step and shoot IMRT field and a clinical VMAT arc. The images were analysed using global and local gamma analysis with 2 in-house and 8 commercially available software encompassing 15 software versions. The effect of image resolution on gamma pass rates was also investigated. All but one software accurately calculated the gamma passing rate for the geometric images. Variation in global gamma passing rates of 1% at 3%/3mm and over 2% at 1%/1mm was measured between software and software versions with analysis of appropriately sampled images. This study provides a suite of test images and the gamma pass rates achieved for a selection of commercially available software. This image suite will enable validation of gamma analysis software within a QA program and provide a frame of reference by which to compare results reported in the literature from various manufacturers and software versions. Copyright © 2015. Published by Elsevier Ireland Ltd.

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

    Directory of Open Access Journals (Sweden)

    MELNIC Elena Lidia

    2017-01-01

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

  6. Creation of a Web-Based GIS Server and Custom Geoprocessing Tools for Enhanced Hydrologic Applications

    Science.gov (United States)

    Welton, B.; Chouinard, K.; Sultan, M.; Becker, D.; Milewski, A.; Becker, R.

    2010-12-01

    Rising populations in the arid and semi arid parts of the World are increasing the demand for fresh water supplies worldwide. Many data sets needed for assessment of hydrologic applications across vast regions of the world are expensive, unpublished, difficult to obtain, or at varying scales which complicates their use. Fortunately, this situation is changing with the development of global remote sensing datasets and web-based platforms such as GIS Server. GIS provides a cost effective vehicle for comparing, analyzing, and querying a variety of spatial datasets as geographically referenced layers. We have recently constructed a web-based GIS, that incorporates all relevant geological, geochemical, geophysical, and remote sensing data sets that were readily used to identify reservoir types and potential well locations on local and regional scales in various tectonic settings including: (1) extensional environment (Red Sea rift), (2) transcurrent fault system (Najd Fault in the Arabian-Nubian Shield), and (3) compressional environments (Himalayas). The web-based GIS could also be used to detect spatial and temporal trends in precipitation, recharge, and runoff in large watersheds on local, regional, and continental scales. These applications were enabled through the construction of a web-based ArcGIS Server with Google Map’s interface and the development of customized geoprocessing tools. ArcGIS Server provides out-of-the-box setups that are generic in nature. This platform includes all of the standard web based GIS tools (e.g. pan, zoom, identify, search, data querying, and measurement). In addition to the standard suite of tools provided by ArcGIS Server an additional set of advanced data manipulation and display tools was also developed to allow for a more complete and customizable view of the area of interest. The most notable addition to the standard GIS Server tools is the custom on-demand geoprocessing tools (e.g., graph, statistical functions, custom raster

  7. Micro-enterprises’ digital marketing tools for building customer relationships

    OpenAIRE

    Nikunen, T. (Tuulia); Saarela, M. (Martti); OIkarinen, E.-L. (Eeva-Liisa); Muhos, M. (Matti); Isohella, L. (Lari)

    2017-01-01

    Abstract The digital marketing environment is changing rapidly, and, for micro-enterprises, digital marketing is currently a vitally important opportunity. Attracting customers, engaging customers’ interest and participation, retaining customers, learning customers’ preferences and relating to customers are key strategies in building strong customer relationships. However, many enterprises ignore longer-term aspects of managing customer relationships. The study sought to contribute to a mo...

  8. Line and continuum spectroscopy as diagnostic tools for gamma ray bursts

    International Nuclear Information System (INIS)

    Liang, E.P.

    1990-12-01

    We review the theoretical framework of both line and continuum spectra formation in gamma ray bursts. These include the cyclotron features at 10's of keV, redshifted annihilation features at ∼400 keV, as well as other potentially detectable nuclear transition lines, atomic x-ray lines, proton cyclotron lines and plasma oscillation lines. By combining the parameters derived from line and continuum modeling we can try to reconstruct the location, geometry and physical conditions of the burst emission region, thereby constraining and discriminating the astrophysical models. Hence spectroscopy with current and future generations of detectors should provide powerful diagnostic tools for gamma ray bursters. 48 refs., 10 figs., 4 tabs

  9. Customer-experienced rapid prototyping

    Science.gov (United States)

    Zhang, Lijuan; Zhang, Fu; Li, Anbo

    2008-12-01

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

  10. The Gamma-Ray Burst ToolSHED is Open for Business

    Science.gov (United States)

    Giblin, Timothy W.; Hakkila, Jon; Haglin, David J.; Roiger, Richard J.

    2004-09-01

    The GRB ToolSHED, a Gamma-Ray Burst SHell for Expeditions in Data-Mining, is now online and available via a web browser to all in the scientific community. The ToolSHED is an online web utility that contains pre-processed burst attributes of the BATSE catalog and a suite of induction-based machine learning and statistical tools for classification and cluster analysis. Users create their own login account and study burst properties within user-defined multi-dimensional parameter spaces. Although new GRB attributes are periodically added to the database for user selection, the ToolSHED has a feature that allows users to upload their own burst attributes (e.g. spectral parameters, etc.) so that additional parameter spaces can be explored. A data visualization feature using GNUplot and web-based IDL has also been implemented to provide interactive plotting of user-selected session output. In an era in which GRB observations and attributes are becoming increasingly more complex, a utility such as the GRB ToolSHED may play an important role in deciphering GRB classes and understanding intrinsic burst properties.

  11. Custom Search Engines: Tools & Tips

    Science.gov (United States)

    Notess, Greg R.

    2008-01-01

    Few have the resources to build a Google or Yahoo! from scratch. Yet anyone can build a search engine based on a subset of the large search engines' databases. Use Google Custom Search Engine or Yahoo! Search Builder or any of the other similar programs to create a vertical search engine targeting sites of interest to users. The basic steps to…

  12. Improving Balance in TBI Using a Low-Cost Customized Virtual Reality Rehabilitation Tool

    Science.gov (United States)

    2016-10-01

    quality of life , and cognitive function. This design will allow us to assess the efficacy of IQ as a customizable balance treatment in TBI, and to...VANJHCS.  As  such,  we  have   explored  additional  avenues  and  are   working  closely  with  the  dedicated...AWARD NUMBER: W81XWH-14-2-0150 TITLE: Improving Balance in TBI Using a Low-Cost Customized Virtual Reality Rehabilitation Tool PRINCIPAL

  13. Customization of a tool to assess Danish surgeons´ non-technical skills in the operating room

    DEFF Research Database (Denmark)

    Spanager, Lene; Lyk-Jensen, Helle Teglgaard; Dieckmann, Peter

    2012-01-01

    Errors in surgery often stem from failure related to non-technical skills such as communication and teamwork. Tools for training and assessment of non-technical skills are needed to ensure safe surgery. The aim of this study was to customize the Non-Technical Skills for Surgeons (NOTSS) rating...

  14. Custom Visualization without Real Programming

    DEFF Research Database (Denmark)

    Pantazos, Kostas

    Information Visualization tools have simplified visualization development. Some tools help simple users construct standard visualizations; others help programmers develop custom visualizations. This thesis contributes to the field of Information Visualization and End-User Development. The first...... contribution of the thesis is a taxonomy for Information Visualization development tools. Existing taxonomies from the Information Visualization field are helpful, but none of them can properly categorize visualization tools from a user development perspective. The categorization of 20 Information...... Visualization tools proves the applicability of this taxonomy, and the result showed that there are no Dragand- Drop tools that allow end-user developers as well as programmers to create custom visualizations. The second contribution is a new visualization development approach, the Drag...

  15. Strategy Development of CV. Gamma Citra Mandiri (Kaospolos) in Order to Increase Customer and Profit

    OpenAIRE

    Elfasa, Andy; Hamsal, Mohammad

    2013-01-01

    The study aims to develop business strategy that can support KaosPolos in getting the customer and growing a business is run, so that the profit earned can also be increased, Study conducted in 2013 at KaosPolos that located in South Tangerang city. The authors propose the business strategy using tools as Generic Competitive Strategy, Business Model Canvas, and Business Diamond Strategy. the implementation of business solutions is divided into two programs, which is short-term and long-term p...

  16. Using fuzzy models to migrate from customer relationship management (CRM) to customer experience management (CEM)

    OpenAIRE

    Dr. Anna Maria Gil-Lafuente; Carolina Luis-Bassa

    2011-01-01

    Relationship Marketing has made rapid progress during the last ten years. Since the development of the customer-centric model, reinforced by the emergence of CRM (Customer Relationship Management) strategies, companies have focused on finding models and tools that allow them to get to know better their clients. The management of customer relationship with the company has evolved from seeking the customer satisfaction to seek customer loyalty, and later on to create a brand advocate consumer f...

  17. Group decision support system for customer-driven product design

    Science.gov (United States)

    Lin, Zhihang; Chen, Hang; Chen, Kuen; Che, Ada

    2000-10-01

    This paper describes the work on the development of a group decision support system for customer driven product design. The customer driven is to develop products, which meet all customer requirements in whole life cycle of products. A process model of decision during product primary design is proposed to formulate the structured, semi-structured and unstructured decision problems. The framework for the decision support system is presented that integrated both advances in the group decision making and distributed artificial intelligent. The system consists of the product primary design tool kit and the collaborative platform with multi-agent structure. The collaborative platform of the system and the product primary design tool kit, including the VOC (Voice of Customer) tool, QFD (Quality Function Deployment) tool, the Conceptual design tool, Reliability analysis tool and the cost and profit forecasting tool, are indicated.

  18. A fast Monte Carlo program for pulsed-neutron capture-gamma tools

    International Nuclear Information System (INIS)

    Hovgaard, J.

    1992-02-01

    A fast model for the pulsed-neutron capture-gamma tool has been developed. It is believed that the program produce valid results even though some approximation have been introduced. A correct γ photon transport simulation, which is under preparation, has for instance not yet been included. Simulations performed so far has shown that the model, with respect to computing time and accuracy, fully lives up to expectations with respect to computing time and accuracy. (au)

  19. The mismanagement of customer loyalty.

    Science.gov (United States)

    Reinartz, Werner; Kumar, V

    2002-07-01

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

  20. A Customized Drought Decision Support Tool for Hsinchu Science Park

    Science.gov (United States)

    Huang, Jung; Tien, Yu-Chuan; Lin, Hsuan-Te; Liu, Tzu-Ming; Tung, Ching-Pin

    2016-04-01

    Climate change creates more challenges for water resources management. Due to the lack of sufficient precipitation in Taiwan in fall of 2014, many cities and counties suffered from water shortage during early 2015. Many companies in Hsinchu Science Park were significantly influenced and realized that they need a decision support tool to help them managing water resources. Therefore, a customized computer program was developed, which is capable of predicting the future status of public water supply system and water storage of factories when the water rationing is announced by the government. This program presented in this study for drought decision support (DDSS) is a customized model for a semiconductor company in the Hsinchu Science Park. The DDSS is programmed in Java which is a platform-independent language. System requirements are any PC with the operating system above Windows XP and an installed Java SE Runtime Environment 7. The DDSS serves two main functions. First function is to predict the future storage of Baoshan Reservoir and Second Baoshan Reservoir, so to determine the time point of water use restriction in Hsinchu Science Park. Second function is to use the results to help the company to make decisions to trigger their response plans. The DDSS can conduct real-time scenario simulations calculating the possible storage of water tank for each factory with pre-implementation and post-implementation of those response plans. In addition, DDSS can create reports in Excel to help decision makers to compare results between different scenarios.

  1. Experimental characterization of a small custom-built double-acting gamma-type stirling engine

    Science.gov (United States)

    Intsiful, Peter; Mensah, Francis; Thorpe, Arthur

    This paper investigates characterization of a small custom-built double-acting gamma-type stirling engine. Stirling-cycle engine is a reciprocating energy conversion machine with working spaces operating under conditions of oscillating pressure and flow. These conditions may be due to compressibility as wells as pressure and temperature fluctuations. In standard literature, research indicates that there is lack of basic physics to account for the transport phenomena that manifest themselves in the working spaces of reciprocating engines. Previous techniques involve governing equations: mass, momentum and energy. Some authors use engineering thermodynamics. None of these approaches addresses this particular engine. A technique for observing and analyzing the behavior of this engine via parametric spectral profiles has been developed, using laser beams. These profiles enabled the generation of pv-curves and other trajectories for investigating the thermos-physical and thermos-hydrodynamic phenomena that manifest in the exchangers. The engine's performance was examined. The results indicate that with current load of 35.78A, electric power of 0.505 kW was generated at a speed of 240 rpm and 29.50 percent efficiency was obtained. Nasa grants to Howard University NASA/HBCU-NHRETU & CSTEA.

  2. Getting the most out of all your customers.

    Science.gov (United States)

    Thomas, Jacquelyn S; Reinartz, Werner; Kumar, V

    2004-01-01

    Companies spend billions of dollars on direct marketing, targeting individual customers with ever more accuracy. Yet despite the power of the myriad data-collecting and analytical tools at their disposal, they're still having trouble optimizing their direct-marketing investments. Many marketers try to minimize costs by pursuing only those customers who are cheap to find and cheap to keep. Others try to get the most customers they possibly can and keep all of them for as long as they can. But a customer need not be loyal to be highly profitable, and many loyal customers turn out to be highly unprofitable. Companies can get more out of direct marketing if they see it as a single system for generating profits than if they try to maximize performance measures at each stage of the process. This article describes a tool for doing just that. Called ARPRO (Allocating Resources for Profits), the tool is essentially a complex regression analysis that can estimate the impact of a company's direct-marketing investments on the profitability of its customer pool. With data that companies already gather, the tool can show managers how much to spend on acquisition versus retention and even what percentage of their funds they should allocate to the different direct-marketing channels. Using the model, companies can easily see that even small deviations from the optimal levels of customer profitability are expensive. Applying it to one catalog retailer showed, for instance, that a 10% reduction in marketing costs would lead to a 1.8 million dollar drop in long-term customer profits. Conversely, spending 69% less on marketing would actually increase average customer profitability at one B2B service provider by 42%. What's more, the tool can show that finding the optimal balance between investments in acquisition and retention can be more important than finding the optimum amount to invest overall.

  3. Evolview v2: an online visualization and management tool for customized and annotated phylogenetic trees.

    Science.gov (United States)

    He, Zilong; Zhang, Huangkai; Gao, Shenghan; Lercher, Martin J; Chen, Wei-Hua; Hu, Songnian

    2016-07-08

    Evolview is an online visualization and management tool for customized and annotated phylogenetic trees. It allows users to visualize phylogenetic trees in various formats, customize the trees through built-in functions and user-supplied datasets and export the customization results to publication-ready figures. Its 'dataset system' contains not only the data to be visualized on the tree, but also 'modifiers' that control various aspects of the graphical annotation. Evolview is a single-page application (like Gmail); its carefully designed interface allows users to upload, visualize, manipulate and manage trees and datasets all in a single webpage. Developments since the last public release include a modern dataset editor with keyword highlighting functionality, seven newly added types of annotation datasets, collaboration support that allows users to share their trees and datasets and various improvements of the web interface and performance. In addition, we included eleven new 'Demo' trees to demonstrate the basic functionalities of Evolview, and five new 'Showcase' trees inspired by publications to showcase the power of Evolview in producing publication-ready figures. Evolview is freely available at: http://www.evolgenius.info/evolview/. © The Author(s) 2016. Published by Oxford University Press on behalf of Nucleic Acids Research.

  4. Customizing Prices in Online Markets

    OpenAIRE

    Werner Reinartz

    2002-01-01

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

  5. Determining customer satisfaction in anatomic pathology.

    Science.gov (United States)

    Zarbo, Richard J

    2006-05-01

    Measurement of physicians' and patients' satisfaction with laboratory services has become a standard practice in the United States, prompted by national accreditation requirements. Unlike other surveys of hospital-, outpatient care-, or physician-related activities, no ongoing, comprehensive customer satisfaction survey of anatomic pathology services is available for subscription that would allow continual benchmarking against peer laboratories. Pathologists, therefore, must often design their own local assessment tools to determine physician satisfaction in anatomic pathology. To describe satisfaction survey design that would elicit specific information from physician customers about key elements of anatomic pathology services. The author shares his experience in biannually assessing customer satisfaction in anatomic pathology with survey tools designed at the Henry Ford Hospital, Detroit, Mich. Benchmarks for physician satisfaction, opportunities for improvement, and characteristics that correlated with a high level of physician satisfaction were identified nationally from a standardized survey tool used by 94 laboratories in the 2001 College of American Pathologists Q-Probes quality improvement program. In general, physicians are most satisfied with professional diagnostic services and least satisfied with pathology services related to poor communication. A well-designed and conducted customer satisfaction survey is an opportunity for pathologists to periodically educate physician customers about services offered, manage unrealistic expectations, and understand the evolving needs of the physician customer. Armed with current information from physician customers, the pathologist is better able to strategically plan for resources that facilitate performance improvements in anatomic pathology laboratory services that align with evolving clinical needs in health care delivery.

  6. Measuring Air Force Contracting Customer Satisfaction

    Science.gov (United States)

    2015-12-01

    NAVAL POSTGRADUATE SCHOOL MONTEREY, CALIFORNIA MBA PROFESSIONAL REPORT MEASURING AIR FORCE CONTRACTING CUSTOMER SATISFACTION ...... satisfaction elements should be included in a standardized tool that measures the level of customer satisfaction for AF Contracting’s external and

  7. Criteria for a comparative assessment on handheld gamma-ray measurement tools

    International Nuclear Information System (INIS)

    Feichtinger, J.; Schwaiger, M.; Schmitzer, C.; Kindl, P.

    2001-01-01

    Full text: The radionuclide laboratories at the Austrian Research Centres Seibersdorf are strongly involved in radiation protection of public and employees as well as in environmental monitoring with special concern to gamma spectrometric measurements. Hence, field measurements and therefore the subject of hand-held measurement devices is a topic of main interest. Taking into consideration, that these hand-held measurement tool are further used in critical and sensitive operations, as for example by the IAEA Safeguards or by CTBTO On-Site inspectors, a standard for characterising these gamma measurement tools seems to be sound as necessary. The poster presents a set of technical criteria as well as limiting values, which allows an objective comparison of hand-held measurement devices. The criteria can be divided into three individual parts: radiometric characteristics, ergonomics and usability in field operations. The main criteria for testing the radiometry performance of hand-held measurement devices are sensitivity, efficiency, energy response, energy resolution and nuclide identification or not identification (if necessary), detection probability, dose rate indication, uncertainty, etc. The ergonomic test contains as dominating parts handling and quality of the manual. To evaluate the applicability in field operations different environmental conditions (e.g. light conditions, temperature range, moisture...) as well as battery lifetime and weight should be taken into account. These criteria may vary in dependence of the requirements or limitations given by various external conditions, but still a standard to evaluate and will give the opportunity to provide an objective comparison. (author)

  8. Crystalline gamma-Al2O3 physical vapour deposition-coating for steel thixoforging tools.

    Science.gov (United States)

    Bobzin, K; Hirt, G; Bagcivan, N; Khizhnyakova, L; Ewering, M

    2011-10-01

    The process of thixoforming, which has been part of many researches during the last decades, combines the advantages of forging and casting for the shaping of metallic components. But due to the high temperatures of semi-solid steel alloys high demands on the tools are requested. To resists the thermal and mechanical loads (wear, friction, thermal and thermomechanical fatigue) protecting thin films are necessary. In this regard crystalline gamma-Al2O3 deposited via Physical Vapour Deposition (PVD) is a promising candidate: It exhibits high thermal stability, high oxidation resistance and high hot hardness. In the present work the application of a (Ti, Al)N/gamma-Al2O3 coating deposited by means of Magnetron Sputter Ion Plating in an industrial coating unit is presented. The coating was analysed by means of Rockwell test, nanoindentation, and Scanning Electron Microscopy (SEM). The coated tool was tested in thixoforging experiments with steel grade X210CrW12 (AlSI D6). The surface of the coated dies was examined with Scanning Electron Microscope (SEM) after 22, 42, 90 and 170 forging cycles.

  9. CUSTOMER CARE - A TOTALLY IGNORED MANAGEMENT TOOL ON THE ROMANIAN SERVICES MARKET

    Directory of Open Access Journals (Sweden)

    Roxana SÂRBU

    2009-06-01

    Full Text Available Quality and customer satisfaction are important subjects receiving increasing attention worldwide. An organization's ability to remain in business depends entirely on its ability to win and retain customers. The nature and number of competitors and their ability to offer similar products/services at similar prices has led to increasing emphasis being placed on customer care. Customer care is about people pleasing people and it involves specific actions that keep customers satisfied and coming back for more.

  10. Development of a Web-based tool to collect and display water system customer service areas for public health action.

    Science.gov (United States)

    Wong, Michelle; Wolff, Craig; Collins, Natalie; Guo, Liang; Meltzer, Dan; English, Paul

    2015-01-01

    Significant illness is associated with biological contaminants in drinking water, but little is known about health effects from low levels of chemical contamination in drinking water. To examine these effects in epidemiological studies, the sources of drinking water of study populations need to be known. The California Environmental Health Tracking Program developed an online application that would collect data on the geographic location of public water system (PWS) customer service areas in California, which then could be linked to demographic and drinking water quality data. We deployed the Water Boundary Tool (WBT), a Web-based geospatial crowdsourcing application that can manage customer service boundary data for each PWS in California and can track changes over time. We also conducted a needs assessment for expansion to other states. The WBT was designed for water system operators, local and state regulatory agencies, and government entities. Since its public launch in 2012, the WBT has collected service area boundaries for about 2300 individual PWS, serving more than 90% of the California population. Results of the needs assessment suggest interest and utility for deploying such a tool among states lacking statewide PWS service area boundary data. Although the WBT data set is incomplete, it has already been used for a variety of applications, including fulfilling legislatively mandated reporting requirements and linking customer service areas to drinking water quality data to better understand local water quality issues. Development of this tool holds promise to assist with outbreak investigations and prevention, environmental health monitoring, and emergency preparedness and response.

  11. WisDOT statewide customer satisfaction survey.

    Science.gov (United States)

    2013-02-01

    The purpose of this study was to develop and initiate a new customer satisfaction tool that would establish a set of baseline : departmental performance measures and be sustainable for future use. ETC Institute completed a statewide customer : survey...

  12. USB HW/SW Co-Simulation Environment with Custom Test Tool Integration

    Directory of Open Access Journals (Sweden)

    Grigor Y. Zargaryan

    2014-06-01

    Full Text Available This paper describes a new verification environment for USB 2.0 controller. New methodology is presented, where a co-simulation environment is used as one of the starting points for the embedded hardware/software development and as an accelerator of the overall design process. The verification environment is based on the device emulation/virtualization technique, using USB controller’s real register transfer level (RTL instead of models. This approach is functionally very close to the corresponding real-world devices and allows wider opportunities for hardware debugging. The new software utilities for USB host and device functionality testing are also presented. This tool allows generating custom tests by including various transfer types and modifying parameters such as data payload, interval, number of pipes, etc. It can be used for both hardware (HW and software (SW limitations characterization, as well as debugging.

  13. GRO/EGRET data analysis software: An integrated system of custom and commercial software using standard interfaces

    Science.gov (United States)

    Laubenthal, N. A.; Bertsch, D.; Lal, N.; Etienne, A.; Mcdonald, L.; Mattox, J.; Sreekumar, P.; Nolan, P.; Fierro, J.

    1992-01-01

    The Energetic Gamma Ray Telescope Experiment (EGRET) on the Compton Gamma Ray Observatory has been in orbit for more than a year and is being used to map the full sky for gamma rays in a wide energy range from 30 to 20,000 MeV. Already these measurements have resulted in a wide range of exciting new information on quasars, pulsars, galactic sources, and diffuse gamma ray emission. The central part of the analysis is done with sky maps that typically cover an 80 x 80 degree section of the sky for an exposure time of several days. Specific software developed for this program generates the counts, exposure, and intensity maps. The analysis is done on a network of UNIX based workstations and takes full advantage of a custom-built user interface called X-dialog. The maps that are generated are stored in the FITS format for a collection of energies. These, along with similar diffuse emission background maps generated from a model calculation, serve as input to a maximum likelihood program that produces maps of likelihood with optional contours that are used to evaluate regions for sources. Likelihood also evaluates the background corrected intensity at each location for each energy interval from which spectra can be generated. Being in a standard FITS format permits all of the maps to be easily accessed by the full complement of tools available in several commercial astronomical analysis systems. In the EGRET case, IDL is used to produce graphics plots in two and three dimensions and to quickly implement any special evaluation that might be desired. Other custom-built software, such as the spectral and pulsar analyses, take advantage of the XView toolkit for display and Postscript output for the color hard copy. This poster paper outlines the data flow and provides examples of the user interfaces and output products. It stresses the advantages that are derived from the integration of the specific instrument-unique software and powerful commercial tools for graphics and

  14. Customer portfolios

    DEFF Research Database (Denmark)

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

    2017-01-01

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

  15. Ultraviolet-visible and fluorescence spectroscopy can be used as a diagnostic tool for gamma irradiation detection in vivo.

    Science.gov (United States)

    K-Abdelhalim, Mohamed Anwar; Moussa, Sherif A-Abdelmottaleb

    2016-09-01

    The spectroscopic properties can indicate important features about the nature and severity of the disease. However, no earlier studies have been used the spectroscopic properties as a diagnostic tool for radiation detection. This study was aimed to use ultraviolet-visible and fluorescence spectroscopy as a diagnostic tool for gamma irradiation detection in rats in vivo. Adult male rats were exposed to 25, 50, 75 and 100 Gray as single dose, using Cobalt-60 (Co-60) source with a dose rate of 0.883 centi Gray/sec (cGy/s). Ultraviolet and fluorescence spectroscopy of rat's blood serum were measured. After gamma irradiation of rats in vivo, the blood serum absorbance peaks for 25, 50, 75 and 100 Gray (Gy) decreased and shifted towards the ultra violet wavelength. A maximal change in fluorescence intensity of blood serum at 350 nm was obtained when exciting light at 194 nm after irradiation. The fluorescence intensity also decreased with the dose. The highest radiation gamma dose might be accompanied with the highest oxidative stress. This study suggests that at the above mentioned gamma radiation doses, the blood is highly fragmented; with low aggregation at 25 Gy and with high aggregation at 50-100 Gy.

  16. INFLUENCE OF CUSTOMER VALUES AND SELF-IMAGE CONGRUITY ON CUSTOMER BEHAVIOR-BASED CRM PERFORMANCE

    Directory of Open Access Journals (Sweden)

    Mandy Loh

    2015-10-01

    Full Text Available The purpose of this study is to investigate the influence of the key dimensions of customer value (functional value, emotional value, social value, and perceived sacrifice and self-image congruity on customer-behavior based CRM performance. The study also attempts to investigate on the effect of key dimensions of customer value and self-image congruity on customer satisfaction and brand loyalty. The research model for this study was adopts an integrated framework from a previous study, and adds new element into it. This study has chosen to examine the framework in the retail industry, specifically hypermarket in Malaysia, where the adoption of CRM tools is increasing incrementally. The study target on the Generation Y who believed will be the future driver of retail industry. The findings show that perceived sacrifice appears to be a critical customer perceived value in influencing the customer behavior-based CRM performance and customer satisfaction. This study show that brand loyalty would directly influence the customer behavior-based CRM performance. Perceived sacrifice and brand loyalty should be focused when trying to improve the performance of CRM.

  17. Accuracy of computer-assisted template-guided autotransplantation of teeth with custom three-dimensional designed/printed surgical tooling : A cadaveric study

    NARCIS (Netherlands)

    Anssari Moin, D.; Verweij, J.P.; Waars, H.; van Merkesteyn, R.; Wismeijer, D.

    2017-01-01

    Purpose: The aim of the present cadaveric study was to assess the accuracy of computer-assisted template-guided autotransplantation of teeth with custom 3-dimensional (3D) designed/printed surgical tooling. Materials and Methods: Ten partially edentulous human mandibular cadavers were scanned using

  18. Mass customization threat or chance for the SME

    DEFF Research Database (Denmark)

    Svensson, Carsten; Barfod, Ari

    2002-01-01

    Customer satisfaction is at the focus for most manufacturers and mass customization can in some markets be one of many tools used to increase the customer perceived value of a product by combining low price with extensive variation and adaptation. As a result mass customization is on the agenda i...... in many SME’s but the question is, what it will take for a SME to be successful in achieving mass customization? This paper will discuss mass customization and its influence on “built to order” SME’s. Keywords: Mass customization, industrialization, SME...

  19. SMARTScience Tools: Interacting With Blazar Data In The Web Browser

    Science.gov (United States)

    Hasan, Imran; Isler, Jedidah; Urry, C. Megan; MacPherson, Emily; Buxton, Michelle; Bailyn, Charles D.; Coppi, Paolo S.

    2014-08-01

    The Yale-SMARTS blazar group has accumulated 6 years of optical-IR photometry of more than 70 blazars, mostly bright enough in gamma-rays to be detected with Fermi. Observations were done with the ANDICAM instrument on the SMARTS 1.3 m telescope at the Cerro Tololo Inter-American Observatory. As a result of this long-term, multiwavelength monitoring, we have produced a calibrated, publicly available data set (see www.astro.yale.edu/smarts/glast/home.php), which we have used to find that (i) optical-IR and gamma-ray light curves are well correlated, supporting inverse-Compton models for gamma-ray production (Bonning et al. 2009, 2012), (ii) at their brightest, blazar jets can contribute significantly to the photoionization of the broad-emission-line region, indicating that gamma-rays are produced within 0.1 pc of the black hole in at least some cases (Isler et al. 2014), and (iii) optical-IR and gamma-ray flares are symmetric, implying the time scales are dominated by light-travel-time effects rather than acceleration or cooling (Chatterjee et al. 2012). The volume of data and diversity of projects for which it is used calls out for an efficient means of visualization. To this end, we have developed a suite of visualization tools called SMARTScience Tools, which allow users to interact dynamically with our dataset. The SMARTScience Tools is publicly available via our webpage and can be used to customize multiwavelength light curves and color magnitude diagrams quickly and intuitively. Users can choose specific bands to construct plots, and the plots include features such as band-by-band panning, dynamic zooming, and direct mouse interaction with individual data points. Human and machine readable tables of the plotted data can be directly printed for the user's convenience and for further independent study. The SMARTScience Tools significantly improves the public’s ability to interact with the Yale-SMARTS 6-year data base of blazar photometry, and should make

  20. Mass Customization - Threat or Chance for the SME

    DEFF Research Database (Denmark)

    Svensson, Carsten

    2000-01-01

    Customer satisfaction is at the focus for most manufacturers and mass customization can in some markets be one of many tools used to increase the customer perceived value of a product by combining low price with extensive variation and adaptation. As a result mass customization is on the agenda i...... in many SME's but the question is, what it will take for a SME to be successful in achieving mass customization? This paper will discuss mass customization and its influence on "built to order" SME's....

  1. Beyond the Voice of the Customer

    DEFF Research Database (Denmark)

    Goffin, Keith; Varnes, Claus; van der Hoven, Chris

    2012-01-01

    are by their nature intangible. One of the most promising approaches to generating a deeper customer understanding is ethnographic market research, which adopts ideas from ethnography, the set of tools social scientists use to study tribal cultures. These techniques can provide deep customer insights......Although the importance of integrating the voice of the customer into new product development is almost universally accepted, the techniques used by many organizations to identify customers' needs have stagnated. The most commonly used techniques, focus groups and surveys (including both interviews...... and questionnaires), have significant limitations. Customers often struggle to articulate their needs in interviews, and focus groups often generate incremental ideas rather than breakthroughs. Companies in the service sector face an additional challenge, as their customers need to discuss services, which...

  2. International Variations in Measuring Customer Expectations.

    Science.gov (United States)

    Calvert, Philip J.

    2001-01-01

    Discussion of customer expectations of library service quality and SERVQUAL as a measurement tool focuses on two studies: one that compared a survey of Chinese university students' expectations of service quality to New Zealand students; and one that investigated national culture as a source of attitudes to customer service. (Author/LRW)

  3. House of Quality (HoQ) as a tool for improvement customer satisfaction

    International Nuclear Information System (INIS)

    Fazila Said; Noriah Mod Ali; Siti Mariam Ibrahim

    2010-01-01

    Full-text: Improvements to the customer satisfaction level is an important agenda today for the preservation of a quality certification. This study shows where the critical attributes or Voice of Customers, VOC-interest analysis of the results of Importance Performance Analysis (IPA). Questionnaires from our four customer service centers at Malaysian Nuclear Agency has been used in developing the House of Quality (HoQ). The innovation of HoQ is one of the simple and attractive services that display comprehensive information covering the needs of customers (VOC), the technical response, the correlation of technical, communication matrix, technical and planning division. Therefore, the information obtained from HoQ can be used in assisting the top management planning in accordance with the priority improvement activities to improve customer satisfaction levels in the near future. (author)

  4. Decisions of customers loyalty programs formation

    OpenAIRE

    Gudonavičienė, Rasa; Rutelionė, Aušra

    2009-01-01

    In order that company could be prosper, successful and competitive in the market it has to keep the customer loyal. Recently business companies have started to focus on the present customers more, seeking to keep them by using various loyalty programs. Well prepared and developed loyalty stimulation tools can be effective method to strengthen relations with customers, increase sales, identify the most popular and best saleable products, evaluate how to choose the best price decisions, form th...

  5. Accuracy of Computer-Assisted Template-Guided Autotransplantation of Teeth With Custom Three-Dimensional Designed/Printed Surgical Tooling: A Cadaveric Study.

    Science.gov (United States)

    Anssari Moin, David; Verweij, Jop Pieter; Waars, Hugo; van Merkesteyn, Richard; Wismeijer, Daniel

    2017-05-01

    The aim of the present cadaveric study was to assess the accuracy of computer-assisted template-guided autotransplantation of teeth with custom 3-dimensional (3D) designed/printed surgical tooling. Ten partially edentulous human mandibular cadavers were scanned using a cone-beam computed tomography (CBCT) system and an intraoral scanning system. The 3D data of these cadavers were imported to specialized software and used to analyze the region of the recipient sites, and the donor teeth were selected. Subsequently, congruent to the donor teeth, custom surgical tooling and surgical-guided templates were designed and 3D printed. The guided osteotomies were performed and the donor teeth transplanted. To evaluate the planned donor teeth positions compared with the transplanted donor teeth positions, the mandibles were scanned again using the CBCT system, and software matching was applied to measure the accuracy of the procedure. The mean angular deflection of the transplanted donor teeth with the planned donor teeth positions was 5.6 ± 5.4°. Comparing the 3D positions of the shoulders, a mean deviation of 3.15 ± 1.16 mm and a mean apical deviation of 2.61 ± 0.78 mm were found. The described method of computer-assisted template-guided autotransplantation of teeth with custom 3D designed/printed surgical tooling could potentially provide a relatively accurate alternative for the currently available treatment approaches. Further research should focus on improving the accuracy of this technique and evaluating the clinical success and advantages of this method. Copyright © 2017 American Association of Oral and Maxillofacial Surgeons. Published by Elsevier Inc. All rights reserved.

  6. AutoCAD platform customization autolisp

    CERN Document Server

    Ambrosius, Lee

    2014-01-01

    Customize and personalize programs built on the AutoCAD platform AutoLISP is the key to unlocking the secrets of a more streamlined experience using industry leading software programs like AutoCAD, Civil 3D, Plant 3D, and more. AutoCAD Platform Customization: AutoLISP provides real-world examples that show you how to do everything from modifying graphical objects and reading and setting system variables to communicating with external programs. It also features a resources appendix and downloadable datasets and customization examples-tools that ensure swift and easy adoption. Find out how to r

  7. Employees' Assessment Of Customer Focus In A Tertiary Hospital In ...

    African Journals Online (AJOL)

    Employees' Assessment Of Customer Focus In A Tertiary Hospital In ... tool 'Are we making progress?' were used by respondents to rate customer focus. ... that they were allowed to take decisions to solve problems for customers (p < 0.001).

  8. CROWDSOURCING AS A CUSTOMER RELATIONSHIP BUILDING TOOL

    OpenAIRE

    Chwiałkowska, Agnieszka

    2013-01-01

    This article aims at introducing the idea of crowdsourcing and describing how businesses can use it in marketing and for building and maintaining strong positive relationships with their potential and current customers. It presents several case studies of its successful implementation by companies both in Poland and worldwide. Furthermore, the article describes possible benefits and pitfalls that businesses, which decide to introduce crowdsourcing, can face as well as motivations of people wh...

  9. Customer churn analysis in telecommunication sector

    OpenAIRE

    Şimşek Gürsoy, Umman Tuğba

    2010-01-01

    Data mining is used to analyze mass databases for having meaningful output. One of the most common applications of the data mining, which is called as Churn Analysis is used to predict behavior of customers who are most likely to change provided service, and to create special marketing tools for them. The aim of this paper is to determine customers who want to churn, and to create specific campaigns to them by using a customer data of a major telecommunication firm in Turkey. To determine the...

  10. Processing of gamma-ray spectrometric logs

    International Nuclear Information System (INIS)

    Umiastowski, K.; Dumesnil, P.

    1984-10-01

    CEA (Commissariat a l'Energie Atomique) has developped a gamma-ray spectrometric tool, containing an analog-to-digital converter. This new tool permits to perform very precise uranium logs (natural gamma-ray spectrometry), neutron activation logs and litho-density logs (gamma-gamma spectrometric logs). Specific processing methods were developped to treate the particular problems of down-hole gamma-ray spectrometry. Extraction of the characteristic gamma-ray peak, even if they are superposed on the background radiation of very high intensity, is possible. This processing methode enables also to obtain geological informations contained in the continuous background of the spectrum. Computer programs are written in high level language for SIRIUS (VICTOR) and APOLLO computers. Exemples of uranium and neutron activation logs treatment are presented [fr

  11. Validating the Melusine Gamma Spectroscopy Tool

    Energy Technology Data Exchange (ETDEWEB)

    Erikson, Luke E.; Keillor, Martin E.; Stavenger, Timothy J.

    2013-11-26

    This technical report describes testing to evaluate the gamma spectroscopy tool, Melusine, under development by Pacific Northwest National Laboratory. The goal was to verify that the software can successfully be used to provide accurate results and statistical uncertainties for the detection of isotopes of interest and their activities. Of special interest were spectra similar to those produced by radionuclide stations that contribute to the Comprehensive Nuclear Test Ban Treaty Organization’s International Monitoring System. Two data sets were used to test Melusine’s capabilities. The first was the result of a multi-lab calibration effort based on neutron activations produced at the University of California at Davis. The second was taken from the Proficiency Test Exercises conducted by the CTBTO directly in 2005. In 37 of 42 cases, Melusine produced results in agreement with the best answer presently available, in most cases with calculated uncertainties comparable to or better than competing analyses. In fact, Melusine technically provided one more result than CTBTO’s PTE analyses that agreed with the “book answer” (Monte Carlo simulation). Despite these promising results, the Melusine software is still under development. Effort is especially needed to simplify its analysis process, improve stability, and provide user documentation. Some significant analysis tasks require further vetting, such as those to address summing effects. However, our test results indicate that Melusine’s calculations as presently implemented are sound and can be used to reliably analyze spectra from the CTBTO’s radionuclide stations.

  12. Creating Customer Delight.

    Science.gov (United States)

    Black, Jim

    1995-01-01

    This article proposes that college admissions officers interested in improving service should focus on creating customer delight rather than simply satisfaction, studying the system when things go wrong rather than placing blame, establishing employee well-being as the highest priority of the organization, providing necessary tools and training…

  13. Creating a successful relationship with customers.

    Science.gov (United States)

    Cotton, L; Sparrow, E

    1998-01-01

    In 1997, several employers commissioned an inpatient survey for a group of businesses that included hospitals in southeast Michigan. Its results indicated that the University of Michigan Health System (UMHS) needed to become more customer-focused. To meet this challenge, UMHS mandated that customer service to its patients and their families should be its first priority. A pilot project in the radiology department's pediatric division was established to recognize and reward employees for outstanding service to customers. The program is now used to reward employees throughout the radiology department, on the assumption that when employees feel special, so will their customers. Management's focus is on employees--they are the health system. The department also invested in employee development, a continuous training program that centers on customer service and teaches tools and skills for better communication. The goal of the development program at UMHS is to exceed the needs of its customers.

  14. Customizing CAD system and its application for engineering design

    International Nuclear Information System (INIS)

    Shin, Jeong Ho; Kwak, Byung Man

    2003-01-01

    The computer is an important tool to design an engineering system and CAD systems are widely used for various design practice. To meet the market requirements, the old mass production system is being changed into the mass customization system. As for CAD systems, it is increasingly required to extend, automate, and customize a wide range of functionality. This article describes the state-of-the-art of the principal technologies for customizing CAD systems. And we have implemented an application that enables the parametric design by directly inputting numerical values of parameters for a CAD model. Based on this application, we have developed another system that makes it possible sharing of part family data between SolidEdge and Pro/Engineer. Through customization of CAD systems, it is possible to improve the product quality using external knowledge-based systems or to integrate with external system such as CAE tools. This paper can be a guide for engineering designers who want to customize CAD systems

  15. Captivate the customer or vanish

    International Nuclear Information System (INIS)

    Regis, J.

    1994-01-01

    Throughout its expansion program in the 1960s and its energy efficiency programs in the 1970s and 1980s, Hydro-Quebec had a satisfactory proportion of satisfied customers. However, at the end of the 1980s, the utility's customer satisfaction rating slipped below 50% for the first time. Hydro-Quebec's first response was to re-establish transmission system reliability. Service interruptions per customer were reduced from 10 h/y in 1989 to just over 4 h in 1993. Starting in 1990, the utility devised a strategy aimed at fully integrated quality management, with customer service as the top priority. A series of performance commitments was adopted which pinpointed 27 specific targets, each linked to a specific activity; of those targets, 16 are directly related to customer service. A training plan was developed which makes the customer the focus of every action taken by a Hydro-Quebec employee, and office hours have been reorganized in response to constantly evolving customer needs. A courtesy call strategy has been adopted to anticipate customer expectations before they are expressed. Highly personalized and accurately targeted informational tools have been developed for each customer category and a toll-free energy efficiency hotline has been established. Energy efficiency publications are distributed to business and residential customers. Satisfaction with Hydro-Quebec activities rose from 77% in 1992 to 93% in 1993, and credibility in energy efficiency rose from 73% to 85%. A new project being investigated is an electronic superhighway with a variety of customer applications including home automation, load and meter telecontrol, telebilling, and direct payment

  16. ASSESSING CUSTOMER SATISFACTION BASED ON QoS PARAMETERS

    Directory of Open Access Journals (Sweden)

    Alem Čolaković

    2017-03-01

    Full Text Available Measurement of customer sastisfaction is an efficient tool to detect problems in SP (Services Provider and their relationship with customers. Based on this measurement a relationship between customer satisfaction and loyalty can be established. It can determine the influence of key parameters on the number of users of services. The parameters of customer satisfaction and loyalty are numerous and depend on the network (network quality of services parameters, the client (the perception, expectations, beliefs, etc., employees (implementation of activities, technological developments, organizational structure, etc. This paper aims to show the way to identify key indicators and their weighted factors that affect customer satisfaction. This paper intends to emphasize relationship between quality of services, customer perception and loyalty and to present a model for examining the key parameters that significantly influence customer satisfaction and how these parameters influence customer loyalty.

  17. Pengaruh Customer Service Quality, Customer Perceived Value, Customer Satisfaction, Customer Trust Dan Switching Barriers Terhadap Customer Retention.

    OpenAIRE

    Hardjanti, Adiati; Amalia, Dinna

    2014-01-01

    Penelitian ini bertujuan untuk mengetahui pengaruh customer service quality, customer perceived value, customer satisfaction, customer trust dan switching barriers terhadap customer retention. Rancangan penelitian yang digunakan dalam penelitian ini adalah pengujian hipotesis (testing hypotesis). Pengambilan sampel dalam penelitian ini menggunakan teknik purposive sampling dan keseluruhan hipotesis diuji dengan metode structural equation modeling yang menggunakan Amos 7.0. Data dalam peneliti...

  18. An optimum analysis sequence for environmental gamma-ray spectrometry

    International Nuclear Information System (INIS)

    De la Torre, F.; Rios M, C.; Ruvalcaba A, M. G.; Mireles G, F.; Saucedo A, S.; Davila R, I.; Pinedo, J. L.

    2010-10-01

    This work aims to obtain an optimum analysis sequence for environmental gamma-ray spectroscopy by means of Genie 2000 (Canberra). Twenty different analysis sequences were customized using different peak area percentages and different algorithms for: 1) peak finding, and 2) peak area determination, and with or without the use of a library -based on evaluated nuclear data- of common gamma-ray emitters in environmental samples. The use of an optimum analysis sequence with certified nuclear information avoids the problems originated by the significant variations in out-of-date nuclear parameters of commercial software libraries. Interference-free gamma ray energies with absolute emission probabilities greater than 3.75% were included in the customized library. The gamma-ray spectroscopy system (based on a Ge Re-3522 Canberra detector) was calibrated both in energy and shape by means of the IAEA-2002 reference spectra for software intercomparison. To test the performance of the analysis sequences, the IAEA-2002 reference spectrum was used. The z-score and the reduced χ 2 criteria were used to determine the optimum analysis sequence. The results show an appreciable variation in the peak area determinations and their corresponding uncertainties. Particularly, the combination of second derivative peak locate with simple peak area integration algorithms provides the greater accuracy. Lower accuracy comes from the combination of library directed peak locate algorithm and Genie's Gamma-M peak area determination. (Author)

  19. FTIR spectroscopy as an alternative tool for high gamma dose dosimetry using P(VDF-TrFE) fluorinated copolymers

    Energy Technology Data Exchange (ETDEWEB)

    Medeiros, Adriana S.; Liz, Otavio S., E-mail: asm@cdtn.b [Universidade Federal de Minas Gerais (DEN/UFMG), Belo Horizonte, MG (Brazil). Dept. de Engenharia Nuclear; Faria, Luiz O., E-mail: farialo@cdtn.b [Centro de Desenvolvimento da Tecnologia Nuclear (CDTN/CNEN-MG), Belo Horizonte, MG (Brazil)

    2011-07-01

    Poly(vinylidene fluoride) [PVDF] is a semicrystalline homopolymer and some of its fluorinated copolymer has demonstrated to have sensitiveness to high doses of ionizing radiation. We have recently proposed a semicrystalline fluorinated PVDF copolymer, the poly(vinylidene-trifluorethylene) [P(VDF-TrFE], as a candidate for measuring larger dose ranges. In fact, in these copolymers the optical absorption peak at 274 nm has been used to measure gamma doses ranging from 1.0 to 100.0 kGy and the melting latent heat, collected by differential scanning calorimetry (DSC), have been used to measure gamma doses from 1.0 to 1,000.0 kGy. In this paper, the infrared stretching vibration of radio-induced in-chain unsaturations (CH=CF) in P(VDF-TrFE) copolymers has been considered as an alternative tool for high dose dosimetric purposes. FTIR spectroscopic data revealed two optical absorption bands at 1754 cm{sup -1} and 1854 cm{sup -1} whose intensities are unambiguously related to gamma delivered doses ranging from 100.0 kGy to 1,000.0 kGy. Fading was evaluated one month after irradiation. The results indicate that the sample dose evaluation should be performed in the first two hours after being exposed to the radiation beam. The radio-induced formation of unsaturations was also investigated by ultraviolet and visible spectroscopy, which has confirmed the gradual increase of conjugated C=C bonds with the absorbed dose. Our results indicate that quantitative analysis of FTIR absorption bands is a useful tool to perform a product end-point dosimetry in radiation processing facilities that use high gamma dose irradiation. (author)

  20. 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...

  1. EMOTION BASED ANALYSIS OF TURKISH CUSTOMER OPINIONS

    Directory of Open Access Journals (Sweden)

    E. Kahya-Ozyirmidokuz

    2016-12-01

    Full Text Available Firms should manage their customer feedback so they can adapt to rapid changes in the environment. They have to interact with their customers to understand them and to turn their opinions into useful knowledge. Understanding customers' feelings about a product gives firmS competitive advantage through continuous market monitoring. They can thus generate improving strategies about the system to change perceptions that drive the behaviours of the customers. Firms can view their customers' happiness as a key tool for decision-making. This study calculates online product happiness by using the average emotional valence values of customer opinions. We analyse Turkish opinions about a product over a period of 3 months. We find the averages of the online emotional valence values of the product per month. We also determined the increase in happiness over time. According to the opinion valence values, we found the relations between the documents.

  2. A Research Review on the Key Technologies of Intelligent Design for Customized Products

    Directory of Open Access Journals (Sweden)

    Shuyou Zhang

    2017-10-01

    Full Text Available The development of technologies such as big data and cyber-physical systems (CPSs has increased the demand for product design. Product digital design involves completing the product design process using advanced digital technologies such as geometry modeling, kinematic and dynamic simulation, multi-disciplinary coupling, virtual assembly, virtual reality (VR, multi-objective optimization (MOO, and human-computer interaction. The key technologies of intelligent design for customized products include: a description and analysis of customer requirements (CRs, product family design (PFD for the customer base, configuration and modular design for customized products, variant design for customized products, and a knowledge push for product intelligent design. The development trends in intelligent design for customized products include big-data-driven intelligent design technology for customized products and customized design tools and applications. The proposed method is verified by the design of precision computer numerical control (CNC machine tools.

  3. Gamma ray imager on the DIII-D tokamak

    Energy Technology Data Exchange (ETDEWEB)

    Pace, D. C., E-mail: pacedc@fusion.gat.com; Taussig, D.; Eidietis, N. W.; Van Zeeland, M. A.; Watkins, M. [General Atomics, P.O. Box 85608, San Diego, California 92186-5608 (United States); Cooper, C. M. [Oak Ridge Associated Universities, Oak Ridge, Tennessee 37830 (United States); Hollmann, E. M. [University of California-San Diego, 9500 Gilman Dr., La Jolla, California 92093-0417 (United States); Riso, V. [State University of New York-Buffalo, 12 Capen Hall, Buffalo, New York 14260-1660 (United States)

    2016-04-15

    A gamma ray camera is built for the DIII-D tokamak [J. Luxon, Nucl. Fusion 42, 614 (2002)] that provides spatial localization and energy resolution of gamma flux by combining a lead pinhole camera with custom-built detectors and optimized viewing geometry. This diagnostic system is installed on the outer midplane of the tokamak such that its 123 collimated sightlines extend across the tokamak radius while also covering most of the vertical extent of the plasma volume. A set of 30 bismuth germanate detectors can be secured in any of the available sightlines, allowing for customizable coverage in experiments with runaway electrons in the energy range of 1–60 MeV. Commissioning of the gamma ray imager includes the quantification of electromagnetic noise sources in the tokamak machine hall and a measurement of the energy spectrum of background gamma radiation. First measurements of gamma rays coming from the plasma provide a suitable testbed for implementing pulse height analysis that provides the energy of detected gamma photons.

  4. GammaWorkshops Proceedings

    International Nuclear Information System (INIS)

    Ramebaeck, H.; Straelberg, E.; Klemola, S.; Nielsen, Sven P.; Palsson, S.E.

    2012-01-01

    Due to a sparse interaction during the last years between practioners in gamma ray spectrometry in the Nordic countries, a NKS activity was started in 2009. This GammaSem was focused on seminars relevant to gamma spectrometry. A follow up seminar was held in 2010. As an outcome of these activities it was suggested that the 2011 meeting should be focused on practical issues, e.g. different corrections needed in gamma spectrometric measurements. This three day's meeting, GammaWorkshops, was held in September at Risoe-DTU. Experts on different topics relevant for gamma spectrometric measurements were invited to the GammaWorkshops. The topics included efficiency transfer, true coincidence summing corrections, self-attenuation corrections, measurement of natural radionuclides (natural decay series), combined measurement uncertainty calculations, and detection limits. These topics covered both lectures and practical sessions. The practical sessions included demonstrations of tools for e.g. corrections and calculations of the above meantioned topics. (Author)

  5. GammaWorkshops Proceedings

    Energy Technology Data Exchange (ETDEWEB)

    Ramebaeck, H. (ed.) (Swedish Defence Research Agency (Sweden)); Straalberg, E. (Institute for Energy Technology, Kjeller (Norway)); Klemola, S. (Radiation and Nuclear Safety Authority, STUK (Finland)); Nielsen, Sven P. (Technical Univ. of Denmark. Risoe National Lab. for Sustainable Energy, Roskilde (Denmark)); Palsson, S.E. (Icelandic Radiation Safety Authority (Iceland))

    2012-01-15

    Due to a sparse interaction during the last years between practioners in gamma ray spectrometry in the Nordic countries, a NKS activity was started in 2009. This GammaSem was focused on seminars relevant to gamma spectrometry. A follow up seminar was held in 2010. As an outcome of these activities it was suggested that the 2011 meeting should be focused on practical issues, e.g. different corrections needed in gamma spectrometric measurements. This three day's meeting, GammaWorkshops, was held in September at Risoe-DTU. Experts on different topics relevant for gamma spectrometric measurements were invited to the GammaWorkshops. The topics included efficiency transfer, true coincidence summing corrections, self-attenuation corrections, measurement of natural radionuclides (natural decay series), combined measurement uncertainty calculations, and detection limits. These topics covered both lectures and practical sessions. The practical sessions included demonstrations of tools for e.g. corrections and calculations of the above meantioned topics. (Author)

  6. An optimum analysis sequence for environmental gamma-ray spectrometry

    Energy Technology Data Exchange (ETDEWEB)

    De la Torre, F.; Rios M, C.; Ruvalcaba A, M. G.; Mireles G, F.; Saucedo A, S.; Davila R, I.; Pinedo, J. L., E-mail: fta777@hotmail.co [Universidad Autonoma de Zacatecas, Centro Regional de Estudis Nucleares, Calle Cipres No. 10, Fracc. La Penuela, 98068 Zacatecas (Mexico)

    2010-10-15

    This work aims to obtain an optimum analysis sequence for environmental gamma-ray spectroscopy by means of Genie 2000 (Canberra). Twenty different analysis sequences were customized using different peak area percentages and different algorithms for: 1) peak finding, and 2) peak area determination, and with or without the use of a library -based on evaluated nuclear data- of common gamma-ray emitters in environmental samples. The use of an optimum analysis sequence with certified nuclear information avoids the problems originated by the significant variations in out-of-date nuclear parameters of commercial software libraries. Interference-free gamma ray energies with absolute emission probabilities greater than 3.75% were included in the customized library. The gamma-ray spectroscopy system (based on a Ge Re-3522 Canberra detector) was calibrated both in energy and shape by means of the IAEA-2002 reference spectra for software intercomparison. To test the performance of the analysis sequences, the IAEA-2002 reference spectrum was used. The z-score and the reduced {chi}{sup 2} criteria were used to determine the optimum analysis sequence. The results show an appreciable variation in the peak area determinations and their corresponding uncertainties. Particularly, the combination of second derivative peak locate with simple peak area integration algorithms provides the greater accuracy. Lower accuracy comes from the combination of library directed peak locate algorithm and Genie's Gamma-M peak area determination. (Author)

  7. Social Customer Relationship Management: A Case Study

    Directory of Open Access Journals (Sweden)

    Paliouras Konstantinos

    2017-06-01

    Full Text Available Social Customer Relationships Management (CRM is a current business trend providing new channels of two-way communication with customers through social media sites, such as Facebook, Twitter etc. Social CRM enables companies to interact in an easy and contemporary way directly with customers as well as to track customer interactions and their social influence. In this paper we examine the importance of CRM, e-CRM and Social CRM for businesses. We provide perspectives on objectives and types of CRM, the working cycle of CRM, the stages of a CRM Strategy and technology tools that are used in CRM. Social CRM is in particularly analyzed, since this new trend requires active engagement by customers and other stakeholders. The engagement process is essential to successful Social CRM and to successful social business practices. Finally, we describe experiences from three family businesses that introduced Social CRM as a result of a project carried out as an assignment in the ‘Social Media Networking’ module of the MSc course in ‘Web Intelligence’ at the Department of Informatics of Alexander Technological Educational Institute of Thessaloniki. The assignment of the groups was to create a Social CRM Strategy in collaboration with a company. This study is a follow-up of the outcome of the projects carried out in the autumn semester 2014 and 2015. The results show that all three companies consider that Social CRM is an excellent tool for obtaining real time valuable data about customers and a cheap way to reach them.

  8. Gamma Anna’: a classroom demonstration for teaching the concepts of gamma imaging

    Science.gov (United States)

    Wolff, Nicola; Griffiths, Jennifer; Yerworth, Rebecca

    2017-01-01

    Gamma imaging is at the interface of medicine and physics and thus its teaching is important in both fields. Pedagogic literature highlights the benefits of interactive demonstrations in teaching: an increase in enjoyment and interest, as well as improvement in academic achievement. However gamma imaging uses radioactive sources, which are potentially dangerous and thus their use is tightly controlled. We have developed a demonstration which uses a localised exothermic reaction within a rag doll as an analogue of radioactivity. This can be safely used in classrooms to demonstrate the principles of gamma imaging. The tool is easy to make, cheap, robust and portable. The supplementary material in this paper gives teacher notes and a description of how to make the rag doll demonstrator. We have tested the tool using six participants, acting as ‘teachers’, who carried out the demonstration and described the doll as easy to use, and the ‘tumour’ clearly identifiable. The teaching tool was separately demonstrated to a group of 12 GCSE physics students and a group of 12 medical students. Feedback showed increased student engagement, enjoyment and understanding of gamma imaging. Previous research has shown that these benefits have an impact on learning and academic outcomes.

  9. 19 CFR 148.53 - Exemption for tools of trade.

    Science.gov (United States)

    2010-04-01

    ... 19 Customs Duties 2 2010-04-01 2010-04-01 false Exemption for tools of trade. 148.53 Section 148.53 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY; DEPARTMENT OF... tools of trade. (a) Exemption. Professional books, implements, instruments, or tools of trade...

  10. Customer Driven Uniform Manufacture (CDUM) Program. Customer Driven Uniform Management Apparel Research

    Science.gov (United States)

    2008-11-13

    ABSTRACT (Maximum 200 Words) The DLA and DSCP sponsored Customer Driven Uniform Manufacturing (CDUM) program’s primary goals are to reduce total...functions that make decisions or consume apparel items. PDIT’s CDUM assignments were to create the web accessible database, create decision support tools...Manufacturing Monitoring Processes ....................................................40  Figure 32 – Assign Contract to Buyer

  11. Graphical Environment Tools for Application to Gamma-Ray Energy Tracking Arrays

    Energy Technology Data Exchange (ETDEWEB)

    Todd, Richard A. [RIS Corp.; Radford, David C. [ORNL Physics Div.

    2013-12-30

    Highly segmented, position-sensitive germanium detector systems are being developed for nuclear physics research where traditional electronic signal processing with mixed analog and digital function blocks would be enormously complex and costly. Future systems will be constructed using pipelined processing of high-speed digitized signals as is done in the telecommunications industry. Techniques which provide rapid algorithm and system development for future systems are desirable. This project has used digital signal processing concepts and existing graphical system design tools to develop a set of re-usable modular functions and libraries targeted for the nuclear physics community. Researchers working with complex nuclear detector arrays such as the Gamma-Ray Energy Tracking Array (GRETA) have been able to construct advanced data processing algorithms for implementation in field programmable gate arrays (FPGAs) through application of these library functions using intuitive graphical interfaces.

  12. Optimal contracts decision of industrial customers

    International Nuclear Information System (INIS)

    Tsay, M.-T.; Lin, W.-M.; Lee, J.-L.

    2001-01-01

    This paper develops a software package to calculate the optimal contract capacities for industrial customers. Based on the time-of-use (TOU) rates employed by the Taiwan Power Company, the objective function is formulated, to minimize the electricity bill of industrial customers during the whole year period. Evolutionary programming (EP) was adopted to solve this problem. Users can get the optimal contract capacities for the peak load, semi-peak load, and off-peak load, respectively. Practical load consumption data were used to prove the validity of this program. Results show that the software developed in this paper can be used as a useful tool for industrial customers in selecting contract capacities to curtail the electricity bill. (author)

  13. The Relationship of Corporate and Brand Images, Quality of Services, Customer Satisfaction with Customers Loyalty in Banking Industry

    Directory of Open Access Journals (Sweden)

    *L. Borhani

    2014-12-01

    Full Text Available This study aimed at investigating the relationship of corporate and brand images, quality of services, and customer satisfaction with customer’s loyalty in banking industry in Meybod. Data was collected through questionnaires from 180 customers of six banks. Measurement tools were Loyalty Scale, Corporate Image Scale, Brand Image Scale, Customer Satisfaction Scale and Service Quality Scale. The results of correlation and regression analysis indicated that positive relationships exist between loyalty and the following variables: corporate and brand images, quality of services and customer satisfaction (p≤0.008. Also satisfaction was the most powerful predictor of loyalty and addition of corporate image and service quality significantly increased prediction of loyalty (p<0.01. Brand image and age could not predict loyalty and were not entered into analysis.

  14. 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.

  15. Identifying, meeting, and assessing customer expectations

    International Nuclear Information System (INIS)

    Danner, T.A.

    1995-01-01

    Maintaining proficiency in carrying out mission goals is fundamental to the success of any organization. The definitive mission of the Waste Management and Remedial Action Division (WMRAD) of Oak Ridge National Laboratory (ORNL) is open-quotes to conduct waste management activities in a compliant, publicly acceptable, technically sound, and cost-efficient mannerclose quotes. In order to effectively fulfill this mission, must meet or exceed several standards in respect to our customers. These include: (1) identifying current and future customer expectations; (2) managing our relationships with our customers; (3) ensuring our commitment to our customers; and (4) measuring our success m customer satisfaction. Our customers have a great variety of requirements and expectations. Many of these are in the form of local, state, and federal regulations and environmental standards. Others are brought to our attention through inquires made to the Department of Energy (DOE).Consumer surveys have proven to be effective tools which have been used to make improvements, enhance certain program elements, and identify beneficial areas in already existing programs. In addition, national working groups, technology transfer meetings, and manager/contractor's meeting offer excellent opportunities to assess our activities

  16. Better customer insight - in real time : a new tool radically improves marketing research

    NARCIS (Netherlands)

    Wilson, H.N.; Macdonald, E.K.; Konus, U.

    2012-01-01

    To identify what influences the attitudes and behavior of customers, most companies rely on surveys, focus groups, and ethnographic research. The trouble is, surveys and focus groups tap customers’ memories, which are unreliable, and the presence of observers can cause customers to alter their

  17. γTools: A modular multifunction phantom for quality assurance in GammaKnife treatments.

    Science.gov (United States)

    Calusi, Silvia; Noferini, Linhsia; Marrazzo, Livia; Casati, Marta; Arilli, Chiara; Compagnucci, Antonella; Talamonti, Cinzia; Scoccianti, Silvia; Greto, Daniela; Bordi, Lorenzo; Livi, Lorenzo; Pallotta, Stefania

    2017-11-01

    We present the γTools, a new phantom designed to assess geometric and dosimetric accuracy in Gamma Knife treatments, together with first tests and results of applications. The phantom is composed of two modules: the imaging module, a regular grid of 1660 control points to evaluate image distortions and image registration result and the dosimetry module for delivered dose distribution measurements. The phantom is accompanied by a MatLab routine for image distortions quantification. Dose measurement are performed with Gafchromic films fixed between two inserts and placed in various positions and orientations inside the dosimetry module thus covering a volume comparable to the full volume of a head. Tests performed to assess the accuracy and precision of the imaging module demonstrated sub-millimetric values. As an example of possible applications, the phantom was employed to measure image distortions of two MRI scanners and to perform dosimetric studies of single shots delivered to homogeneous and heterogeneous materials. Due to the phantom material, the measured absolute dose do not correspond to the planned dose; doses comparisons are thus carried out between normalized dose distributions. Finally, an end-to-end test was carried out in the treatment of a neuroma-like target which resulted in a 100% gamma passing rate (2% local, 2 mm) and a distance between the real target perimeter and the prescription isodose centroids of about 1 mm. The tests demonstrate that the proposed phantom is suitable to assess both the geometrical and relative dosimetric accuracy of Gamma Knife radiosurgery treatments. Copyright © 2017 Associazione Italiana di Fisica Medica. Published by Elsevier Ltd. All rights reserved.

  18. 75 FR 65040 - Submission for Review: Customer Satisfaction Surveys, OMB Control No. 3206-0236

    Science.gov (United States)

    2010-10-21

    ... OFFICE OF PERSONNEL MANAGEMENT Submission for Review: Customer Satisfaction Surveys, OMB Control.... Customer satisfaction surveys are valuable tools to gather information from our customers so we can design... specifically to customer satisfaction will be associated with OMB Control No. 3206-0236. We estimate 495,182...

  19. 78 FR 78415 - Submission for Review: Customer Service Surveys, OMB Control No. 3206-0236

    Science.gov (United States)

    2013-12-26

    ... OFFICE OF PERSONNEL MANAGEMENT Submission for Review: Customer Service Surveys, OMB Control No... opportunity to comment on the information collection request (ICR) 3206-0236, Customer Service Surveys. As... workforce. Customer service surveys are valuable tools to gather information from our customers so we can...

  20. High Energy Neutron Induced Gamma Production

    International Nuclear Information System (INIS)

    Brown, D.A.; Johnson, M.; Navratil, P.

    2007-01-01

    N Division has an interest in improving the physics and accuracy of the gamma data it provides to its customers. It was asked to look into major gamma producing reactions for 14 MeV incident neutrons for several low-Z materials and determine whether LLNL's processed data files faithfully represent the current state of experimental and theoretical knowledge for these reactions. To address this, we surveyed the evaluations of the requested materials, made recommendations for the next ENDL release and noted isotopes that will require further experimental study. This process uncovered several major problems in our translation and processing of the ENDF formatted evaluations, most of which have been resolved

  1. Does Innovating Customer Relationship Management Improve Firm Performance?

    DEFF Research Database (Denmark)

    Geersbro, Jens; Ritter, Thomas

    Based on an empirical study of more than 400 B2B firms, this paper investigates the role of innovating a firm’s customer relationship management capability on firm performance. There is a lot of evidence for the positive impact of customer relationship management capability on firm performance....... This paper advances this stream of literature by analyzing whether or not investments into developing a firm’s customer relationship capability increase firm performance. The findings illustrate that although relationship management innovation (defined as new (to the firm) processes, systems and tools...... for relationship management) has a positive correlation with firm performance, the impact is fully mediated by the firms’ relationship management capability. The paper also identifies internal and external drivers of customer relationship management innovation. Not surprisingly customer and competitor dynamics...

  2. Measuring of customer satisfaction on example of Delta DMD

    Directory of Open Access Journals (Sweden)

    Kostić Ela

    2010-01-01

    Full Text Available Companies which do business in today's competitive environment, has to continuously work on improvement of theirs products and services, based on customers' needs. Most widely used method for examine customer expectations and measuring satisfaction is researches, which goal is to evaluate company performance from customer angle and to give management tool for strategic planning. Surveys results have to be used as a base for defining improvements areas. In this article is shown example of company Delta DMD which do customer satisfaction researches twice a year, since 2007, and results of latest researches with guidelines for further improvements in company. .

  3. Using big data for customer centric marketing

    OpenAIRE

    Camilleri, Mark Anthony; Evans, Chris

    2016-01-01

    This chapter deliberates on “big data” and provides a short overview of business intelligence and emerging analytics. It underlines the importance of data for customer-centricity in marketing. This contribution contends that businesses ought to engage in marketing automation tools and apply them to create relevant, targeted customer experiences. Today’s business increasingly rely on digital media and mobile technologies as on-demand, real-time marketing has become more personalised than ever....

  4. Economics of gamma irradiation processing

    International Nuclear Information System (INIS)

    Tani, Toshio

    1980-01-01

    The gamma-ray irradiation business started at the Takasaki Laboratory of Japan Atomic Energy Research Institute. The irradiation facilities were constructed thereafter at various sites. The facilities must accept various types of irradiation, and must be constructed as multi-purpose facilities. The cost of irradiation consists of the cost of gamma sources, construction expense, personnel expense, management expense, and bank interest. Most of the expenses are considered to be fixed expense, and the amount of irradiation treatment decides the original costs of work. The relation between the irradiation dose and the construction expense shows the larger facility is more economical. The increase of amount of treatment reduces the original cost. The utilization efficiency becomes important when the amount of treatment and the source intensity exceed some values. The principal subjects of gamma-ray irradiation business are the sterilization of medical tools and foods for aseptic animals, the improvement of quality of plastic goods, and the irradiation of foods. Among them, the most important subject is the sterilization of medical tools. The cost of gamma irradiation per m 3 in still more expensive than that by ethylene oxide gas sterilization. However, the demand of gamma-ray irradiation is increasing. For the improvement of quality of plastic goods, electron irradiation is more favourable than the gamma irradiation. In near future, the economical balance of gamma irradiation can be achieved. (Kato, T.)

  5. Adapting customer service to consumer-directed health care.

    Science.gov (United States)

    Hammer, David C

    2006-09-01

    A growing number of hospitals are implementing new tools that provide convenient, more detailed patient access to billing information. These tools are paying off for hospitals through reduced calls to their billing offices, decreased mailing costs, and increased payments, as well as higher rates of customer satisfaction.

  6. 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.

  7. CUSTOMS POLICY, CUSTOMS BUSINESS, CUSTOMS REGULATION: TO PROBLEM OF CONCEPTION CORRELATIONS

    OpenAIRE

    A. D. Molokovich; K. N. Shabeka

    2010-01-01

    Theoretical and methodological comprehension of customs regulation place and role in provision of trade and transport activity under conditions of world integration processes is considered in the paper.The essence of such economic categories as «customs policy», «customs regulation», «customs and tariff regulation», «customs business» is ascertained with the help of justified argumentation, clear conception approaches.

  8. A novel approach for computer-assisted template-guided autotransplantation of teeth with custom 3d designed/printed surgical tooling. An ex vivo proof of concept

    NARCIS (Netherlands)

    Anssari Moin, D.; Derksen, W.; Verweij, J.P.; van Merkesteyn, R.; Wismeijer, D.

    2016-01-01

    Purpose: The aim of this study was to introduce a novel method for accurate autotransplantation with computer-assisted guided templates and assembled custom-designed surgical tooling and to test the feasibility and accuracy of this method ex vivo. Materials and Methods: A partially edentulous human

  9. The Use of the Kano Model to Enhance Customer Satisfaction

    Directory of Open Access Journals (Sweden)

    Južnik Rotar Laura

    2017-12-01

    Full Text Available Background/purpose: The interest of measuring customer satisfaction is reflected in its ability to gain customer loyalty, enhance favourable word of mouth, lead to repeat purchases and improve a company’s market share and profitability. The issue of integrating the Kano model of customer satisfaction with other models and tools to support development or improvement of a product, or to determine market strategies, is relatively unexplored in the Slovenian sector. This research aims to construct the Kano model in order to enhance customer satisfaction in the case of home appliances.

  10. Gamma-Ray Astronomy Technology Needs

    Science.gov (United States)

    Gehrels, N.; Cannizzo, J. K.

    2012-01-01

    In recent decades gamma-ray observations have become a valuable tool for studying the universe. Progress made in diverse 8re1lS such as gamma-ray bursts (GRBs), nucleosynthesis, and active galactic nuclei (AGNs) has complimented and enriched our astrophysical understanding in many ways. We present an overview of current and future planned space y-ray missions and discussion technology needs for- the next generation of space gamma-ray instruments.

  11. Customer Clustering Based on Customer Purchasing Sequence Data

    OpenAIRE

    Yen-Chung Liu; Yen-Liang Chen

    2017-01-01

    Customer clustering has become a priority for enterprises because of the importance of customer relationship management. Customer clustering can improve understanding of the composition and characteristics of customers, thereby enabling the creation of appropriate marketing strategies for each customer group. Previously, different customer clustering approaches have been proposed according to data type, namely customer profile data, customer value data, customer transaction data, and customer...

  12. The Curriculum Customization Service: A Tool for Customizing Earth Science Instruction and Supporting Communities of Practice

    Science.gov (United States)

    Melhado, L. C.; Devaul, H.; Sumner, T.

    2010-12-01

    Accelerating demographic trends in the United States attest to the critical need to broaden access to customized learning: reports refer to the next decade as the era of “extreme diversity” in K-12 classrooms, particularly in large urban school districts. This diverse student body possesses a wide range of knowledge, skills, and abilities in addition to cultural differences. A single classroom may contain students with different levels of quantitative skills, different levels of English language proficiency, and advanced students preparing for college-level science. A uniform curriculum, no matter how well designed and implemented, cannot possibly serve the needs of such diverse learners equally well. Research has shown positive learning outcomes when pedagogical strategies that customize instruction to address specific learner needs are implemented, with under-achieving students often benefiting most. Supporting teachers in the effective adoption and use of technology to meet these instructional challenges is the underlying goal of the work to be presented here. The Curriculum Customization Service (CCS) is an integrated web-based platform for middle and high school Earth science teachers designed to facilitate teachers’ instructional planning and delivery; enhancing existing curricula with digital library resources and shared teacher-contributed materials in the context of articulated learning goals. The CCS integrates interactive resources from the Digital Library for Earth System Education (DLESE) with an inquiry-based curriculum component developed by the American Geological Institute (EarthComm and Investigating Earth Systems). The digital library resources emphasize visualizations and animations of Earth processes that often challenge students’ understanding, offering multiple representations of phenomena to address different learning styles, reading abilities, and preconceived ideas. Teachers can access these materials, as well as those created or

  13. NRMRL/TTSD CUSTOMER SATISFACTION FOCUS GROUP

    Science.gov (United States)

    TTB uses a variety of technology transfer products and tools to communicate risk and information about technologies and research. TTB has begun a project to use EPA's generic Customer Satisfaction Survey Information Collection Request (ICR) to determine satisfaction with their pr...

  14. 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...

  15. Ready: how to keep your customers coming back.

    Science.gov (United States)

    Eliscu, A T

    2000-01-01

    Customer service is a major, but often overlooked, issue in health care today. While other industries and organizations recognize how good customer relations can affect long-term success, many health care providers have yet to learn this valuable lesson. The Ritz-Carlton, which won the prestigious Baldridge Award for service, has a well-earned reputation for excellent customer service. Like health care providers, this hotel industry icon hires hourly workers, puts them in uniform and has them work in teams. Unlike health care, however, The Ritz-Carlton seems to be able to generate a much higher level of customer satisfaction. How? This chapter illustrates the techniques the hotel chain uses to accomplish its goal and how these important tools can apply to the health care industry.

  16. A MANAGERIAL APPROACH OF CUSTOMER SATISFACTION DRIVERS IN THE CLOTHING INDUSTRY

    Directory of Open Access Journals (Sweden)

    Sunhilde CUC

    2010-01-01

    Full Text Available More than ever customer satisfaction has become a key factor for all industry and business enterprises. The article explains about the customers satisfaction esspecialy in the textile industry. First part presents the concept of customer satisfaction and its place in current management models and tools. The following are the main theories on customer satisfaction with application on textile sector. The key factors affecting customer satisfaction is considered as: perceived service quality, perceived product quality and brand image. We intend also to explain why the ecological products have a more important role in the costumes perception.

  17. 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...

  18. REVALUETION AND IMPROVEMENT OF NONWONEN BENEFACTION PROCESS ON THE CUSTOMER CLAIN

    Directory of Open Access Journals (Sweden)

    Luis Gustavo dos Santos Gomes

    2006-06-01

    Full Text Available This study searches to understand of the process involved in product elaboration and propose improvements to satisfy the customers. From the analysis of quality management system pointers, the main problems which need preventive/corrective actions were identified, among them, the high rate of complaints from customers who acquire benefited products. In this study, a stratification of primary causes complaints were carried out to, afterwards, identify ones which need to be attacked with priority. The quality managemental tools for improvement of benefited nonwoven process were applied. The execution action that attend some items of ISO 9001:2000 and PDCA cycle were used during the development of the work. Based on pointers as the claim of customers rate, non-conformity rate quality auditorship in the service suppliers, a significant improvement in benefited nonwoven process was verified. Keywords: claim of customers, PDCA, quality tools, non-conformity, improvement.

  19. The right stuff ... meeting your customer needs.

    Science.gov (United States)

    Rubin, P; Carrington, S

    1999-11-01

    Meeting (and exceeding) your customers' needs is a requirement for competing in the current business world. New tools and techniques must be employed to deal with the rapidly changing global environment. This article describes the success of a global supply chain integration project for a division of a large multinational corporation. A state-of-the-art ERP software package was implemented in conjunction with major process changes to improve the organization's ability to promise and deliver product to their customers.

  20. Custom Formula-Based Visualizations for Savvy Designers"

    DEFF Research Database (Denmark)

    Kuhail, Mohammad Amin

    and expressive. For instance, chart tools are easy to use, but support only predefined visualizations, while visualization tools support custom visualizations, but require program-like specifications. This thesis presents Uvis, a visualization system that targets savvy designers. With Uvis, designers drag......Despite their usefulness in many domains (e.g. healthcare, finance, etc.), custom visualizations remain tedious and hard to implement. It would be advantageous if savvy designers (designers with end-user development skills and much domain knowledge) could refine visualizations to their needs....... For instance, it would save time and money if a clinician familiar with spreadsheet formulas could refine a visualization (e.g. the lifelines) rather than hiring a programmer. Existing approaches to visualization are one of the two: accessible to savvy designers but limited in customizability, or inaccessible...

  1. Impact of Customer Relationship Management on Customer Loyalty, Customer Retention and Customer Profitability for Hotelier Sector

    Directory of Open Access Journals (Sweden)

    Sandra-Dinora Orantes-Jiménez

    2017-08-01

    Full Text Available Since the entrance of strategies oriented to marketing relational in Hotelier Sector, the traditional way of travel agents and other representatives arranging hospitality services for hotel and travel reservations has changed. The strategies oriented to customer relationship management are a relatively new area of specialty loyalty marketing in the hotel and hotelier sector, with advancements being made constantly. The use of this type of strategy can allow hoteliers or companies to tailor special guest programs, services and promotions based on hotel guest preferences. The hotel can use the data collected in a program to identify the needs of particular customers across hotel chains to be able to use marketing that can be targeted at specific groups of people. It also gives hoteliers the opportunity to evaluate frequent guest programs, personalize their services and perform trend analysis. A program based in marketing relational is typically run by hotels and companies to collect guest information and transaction data for use and examining to allow hoteliers to see target groups that should be marketed too. Based on these transactions hotels are able to create and manage guest loyalty programs and reward schemes. This research approach is to appraise the impact of customer relationship management on customer profitability as mediated by customer loyalty and customer retention within the hotelier sector of Mexico, and specifically for those hoteliers classified like of three stars. A sample of 100 hotels three stars was interviewed as respondents in this study. The objective of the study was to find the impact relationship between effective customer relationship implementation, customer loyalty, and customer retention and customer profitability. The findings of the study add value to hotels three stars in Mexico, and provide some invaluable statistical results essential for hotel managers and owners to successfully enhance customer loyalty

  2. The impact of loyalty programs on customer loyalty

    OpenAIRE

    Ištvancová, Dominika

    2017-01-01

    Loyalty programs are one of the tools that serve to create customer loyalty. The aim of this thesis is to determine whether loyalty programs of perfumeries and satisfaction with their impact on customer loyalty. The theoretical research summarizes the available knowledge about consumer behavior, loyalty and loyalty programs. The parfumeria market analysis in the Czech Republic and the content analysis of the MML TGI provide sufficient information about the established loyalty programs and the...

  3. Customer relationship management in the agricultural machinery market

    Directory of Open Access Journals (Sweden)

    Amanda Letícia Pit Nunes

    Full Text Available ABSTRACT: Customer Relationship Management can be regarded as a business approach. The objective was to know the customers, meet their expectations, and thus build customer loyalty. Although, the agricultural sector makes significant economic contributions to the Brazilian market and induces sharp competition among its companies, a huge opportunity still presents itself for the diffusion and implementation of CRM in the agricultural machinery sector. This study aimed to highlight the importance of customer management, by introducing the customer relationship management (CRM concept. This is possible in the event of reselling agricultural machines, with the intention of retaining the customers and raising the profitability of these companies. It is necessary to understand CRM as more than a mere a concept or a tool. It is a business strategy, an endeavor that must be endorsed by the entire company. The concessionaire must be perceived as greater than a mere reseller. It is to be viewed rather as a problem solver, as one who offers services that are high in quality and meet client specifics.

  4. Customer Intelligence Analytics on Social Networks

    Directory of Open Access Journals (Sweden)

    Brano MARKIĆ

    2016-08-01

    Full Text Available Discovering needs, habits and consumer behavior is the primary task of marketing analytics. It is necessary to integrate marketing and analytical skills with IT skills. Such knowledge integration allows access to data (structured and unstructured, their analysis and finding out information about the opinions, attitudes, needs and behavior of customers. In the paper is set the hypothesis that software tools can collect data (messages from social networks, analyze the content of messages and get to know the attitudes of customers about a product, service, tourist destination with the ultimate goal of improving customer relations. Experimental results are based on the analysis of the content of social network Facebook by using the package and function R language. This language showed a satisfactory application and development power in analysis of textual data on social networks for marketing analytics.

  5. Pengaruh Customer Relationship Management (Crm) Terhadap Customer Satisfaction Dan Customer Loyalty Pada Pelanggan Matahari Department Store

    OpenAIRE

    Ham, Meyske

    2016-01-01

    This study was conducted to determine the effect Benefits of Customer Relationship Management and Customer satisfation to Customer Loyalty in Customers Matahari Department Store. Customer relationship management (CRM) is part of a marketing strategy to get satisfaction and increase customer loyalty. CRM and customer satisfaction can encourage customer loyalty where customers do not easily switch to other companies. The population is all customers Matahari Department Store, and the sample are ...

  6. Multivariate analysis for customer segmentation based on RFM

    Directory of Open Access Journals (Sweden)

    Álvaro Julio Cuadros López

    2018-02-01

    Full Text Available Context: To build a successful relationship management (CRM, companies must start with the identification of the true value of customers, as this provides basic information to implement more targeted and customized marketing strategies. The RFM methodology, a classic analysis tool that uses three evaluation parameters, allows companies to understand customer behavior, and to establish customer segments. The addition of a new parameter in the traditional technique is an opportunity to refine the possible outcomes of a customer segmentation since it not only provides a new element of evaluation to identify the most valuable customers, but it also makes it possible to differentiate and get to know customers even better. Method: The article presents a methodology that allows to establish customer segments using an extended RFM method with new variables, selected through multivariate analysis..  Results: The proposed implementation was applied in a company in which variables such as profit, profit percentage, and billing due date were tested. Therefore, it was possible to establish a more detailed customer segmentation than with the classic RFM. Conclusions: the RFM analysis is a method widely used in the industry for its easy understanding and applicability. However, it can be improved with the use of statistical procedures and new variables, which will allow companies to have deeper information about the behavior of the clients, and will facilitate the design of specific marketing strategies.

  7. Jupiter Environment Tool

    Science.gov (United States)

    Sturm, Erick J.; Monahue, Kenneth M.; Biehl, James P.; Kokorowski, Michael; Ngalande, Cedrick,; Boedeker, Jordan

    2012-01-01

    The Jupiter Environment Tool (JET) is a custom UI plug-in for STK that provides an interface to Jupiter environment models for visualization and analysis. Users can visualize the different magnetic field models of Jupiter through various rendering methods, which are fully integrated within STK s 3D Window. This allows users to take snapshots and make animations of their scenarios with magnetic field visualizations. Analytical data can be accessed in the form of custom vectors. Given these custom vectors, users have access to magnetic field data in custom reports, graphs, access constraints, coverage analysis, and anywhere else vectors are used within STK.

  8. A method to describe inelastic gamma field distribution in neutron gamma density logging.

    Science.gov (United States)

    Zhang, Feng; Zhang, Quanying; Liu, Juntao; Wang, Xinguang; Wu, He; Jia, Wenbao; Ti, Yongzhou; Qiu, Fei; Zhang, Xiaoyang

    2017-11-01

    Pulsed neutron gamma density logging (NGD) is of great significance for radioprotection and density measurement in LWD, however, the current methods have difficulty in quantitative calculation and single factor analysis for the inelastic gamma field distribution. In order to clarify the NGD mechanism, a new method is developed to describe the inelastic gamma field distribution. Based on the fast-neutron scattering and gamma attenuation, the inelastic gamma field distribution is characterized by the inelastic scattering cross section, fast-neutron scattering free path, formation density and other parameters. And the contribution of formation parameters on the field distribution is quantitatively analyzed. The results shows the contribution of density attenuation is opposite to that of inelastic scattering cross section and fast-neutron scattering free path. And as the detector-spacing increases, the density attenuation gradually plays a dominant role in the gamma field distribution, which means large detector-spacing is more favorable for the density measurement. Besides, the relationship of density sensitivity and detector spacing was studied according to this gamma field distribution, therefore, the spacing of near and far gamma ray detector is determined. The research provides theoretical guidance for the tool parameter design and density determination of pulsed neutron gamma density logging technique. Copyright © 2017 Elsevier Ltd. All rights reserved.

  9. Shouldn’t customers control customized product development

    NARCIS (Netherlands)

    Smets, L.P.M.; Langerak, F.; Rijsdijk, S.A.

    2013-01-01

    Nowadays, customized product development (CPD) is increasingly prevalent in business-to-business settings, which has motivated manufacturers into development approaches wherein the customer plays an active role. When the customer is merely viewed as a passive receiver of the customized product, the

  10. Understanding Customer Experience Throughout the Customer Journey

    NARCIS (Netherlands)

    Lemon, Katherine N.; Verhoef, Peter C.

    2016-01-01

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

  11. Design to learn: customizing services when the future matters

    Directory of Open Access Journals (Sweden)

    Dan Ariely

    2013-04-01

    Full Text Available Internet-based customization tools can be used to design service encounters that maximize customers' utility in the present or explore their tastes to provide more value in the future, where these two goals conflict with each other. Maximizing expected customer satisfaction in the present leads to slow rates of learning that may limit the ability to provide quality in the future. An emphasis on learning can lead to unsatisfied customers that will not only forego purchasing in the current period, but, more seriously, never return if they lose trust in the service provider's ability to meet their needs. This paper describes service design policies that balance the objectives of learning and selling by characterizing customer lifetime value as a function of knowledge. The analysis of the customization problem as a dynamic program yields three results. The first result is the characterization of customization policies that quantify the value of knowledge so as to adequately balance the expected revenue of present and future interactions. The second result is an analysis of the impact of operational decisions on loyalty, learning, and profitability over time. Finally, the quantification of the value of knowing the customer provides a connection between customer acquisition and retention policies, thus enhancing the current understanding of the mechanisms connecting service customization, value creation, and customer lifetime value.

  12. 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...

  13. Membangun Customer Loyalty Nasabah Bank melalui Customer Satisfaction

    OpenAIRE

    Sumarto, Sumarto

    2007-01-01

    In the relation between bank and its customer, the bank should to capable to fulfill need and satisfy through services and create the value to the customer. So in the compete situation, to give customer satisfaction is main duty of bank in order that the customer loyal permanently. The customer satisfaction is primary cause for building customer loyalty. More and more loyal customer to the bank, that's indicate the service superiority of its bank. Base description above this research purpose...

  14. Singularities of marketing activities of small businesses: attracting and retaining customers

    Directory of Open Access Journals (Sweden)

    Roshchak Dmitrii Aleksandrovich

    2013-04-01

    Full Text Available The article deals with the use of internet marketing in general, and tools such as blogging, in particular with a view to establishing a system of customer relationship management: recruitment and retention. The article describes the most effective techniques to enhance the customer base. Common errors and the use of this tool by other companies of small and medium businesses are specified. Particular attention is paid to low-budget methods of "guerrilla" techniques by which these companies can achieve their goals and build an effective marketing strategy.

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

    NARCIS (Netherlands)

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

    2009-01-01

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

  16. Lunar based gamma ray astronomy

    International Nuclear Information System (INIS)

    Haymes, R.C.

    1985-01-01

    Gamma ray astronomy represents the study of the universe on the basis of the electromagnetic radiation with the highest energy. Gamma ray astronomy provides a crucial tool for the understanding of astronomical phenomena, taking into account nucleosynthesis in supernovae, black holes, active galaxies, quasars, the sources of cosmic rays, neutron stars, and matter-antimatter annihilation. Difficulties concerning the conduction of studies by gamma ray astronomy are related to the necessity to perform such studies far from earth because the atmosphere is a source of gamma rays. Studies involving the use of gamma ray instruments in earth orbit have been conducted, and more gamma ray astronomy observations are planned for the future. Imperfections of studies conducted in low earth orbit could be overcome by estalishing an observatory on the moon which represents a satellite orbiting at 60 earth radii. Details concerning such an observatory are discussed. 5 references

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

    NARCIS (Netherlands)

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

    2007-01-01

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

  18. Experimental approaches for the development of gamma spectroscopy well logging system

    Energy Technology Data Exchange (ETDEWEB)

    Shin, Jehyun; Hwang, Seho; Kim, Jongman [Korea Institute of Geoscience and Mineral Resources (124 Gwahang-no, Yuseong-gu, Daejeon, Korea) (Korea, Republic of); Won, Byeongho [Heesong Geotek Co., Ltd (146-8 Sangdaewon-dong, Jungwon-gu, Seongnam-si, Gyeonggi-do, Korea) (Korea, Republic of)

    2015-03-10

    This article discusses experimental approaches for the development of gamma spectroscopy well logging system. Considering the size of borehole sonde, we customize 2 x 2 inches inorganic scintillators and the system including high voltage, preamplifier, amplifier and multichannel analyzer (MCA). The calibration chart is made by test using standard radioactive sources so that the measured count rates are expressed by energy spectrum. Optimum high-voltage supplies and the measurement parameters of each detector are set up by experimental investigation. Also, the responses of scintillation detectors have been examined by analysis according to the distance between source and detector. Because gamma spectroscopy well logging needs broad spectrum, high sensitivity and resolution, the energy resolution and sensitivity as a function of gamma ray energy are investigated by analyzing the gamma ray activities of the radioactive sources.

  19. Modern Approaches to Risk Management and Their Use in Customs

    Directory of Open Access Journals (Sweden)

    Vita Afanasieva

    2017-04-01

    Full Text Available In the article the analysis of experience and best practices of Europe and the world regarding the methods and tools of risk management in customs affairs. In accordance with the requirements of the Kyoto Convention the risk management is the main basic principle of modern customs control methods, which allows optimal use of resources of customs bodies, without reducing the effectiveness of customs controls, and exempt the majority of foreign trade operators from unnecessary bureaucratic control. Procedures based on risk management, concentrate customs control on areas, where there is the greatest risk, allowing the bulk of goods and individuals relatively free to pass the checkpoint at the customs border Special attention is paid to the principles and methods of risk management and their impact on the simplification of customs procedures through the use of risk-based thinking. The paper discusses the problems concerning the application and implementation of modern risk management techniques in customs procedures subject to the requirements of international standards ISO for the quality management system and risk management based on risk-based thinking.

  20. When to "Fire" Customers: Customer Cost-Based Pricing

    OpenAIRE

    Jiwoong Shin; K. Sudhir; Dae-Hee Yoon

    2012-01-01

    The widespread adoption of activity-based costing enables firms to allocate common service costs to each customer, allowing for precise measurement of both the cost to serve a particular customer and the customer's profitability. In this paper, we investigate how pricing strategies based on customer cost information affects a firm's customer acquisition and retention dynamics, and ultimately its profit, using a two-period monopoly model with high- and low-cost customer segments. Although past...

  1. Enhancing the value of information collected by advanced meters : customer and operational procedures

    International Nuclear Information System (INIS)

    Huntley, R.

    2006-01-01

    Advanced metering infrastructure (AMI) meters will have the ability to transform electric power utilities if data is utilized in an appropriate manner. This presentation provided an overview of the benefits of AMI. Case studies were used to present details of new meter data management (MDM) tools developed by Nexus Energy Software. The segmentation and loading aspects of AMI have the capacity to handle complex billing processes as well as increase distribution efficiency. AMI multi-dimensional aggregation can increase revenue protection and provide outage support. Customer bill integration and analytics can aid utilities in forecasting and load research activities. Demand and response, and customer AMI applications can lower customer service costs and leverage more effective pricing programs. A critical peak pricing support tool was used at a California utility to send monthly enhanced information electronic mail to increase customer understanding of behaviours on costs. The result was an amplified customer response to dynamic pricing. Day ahead notification is now regularly provided for peak periods. It was concluded that meter data has little value until it is aligned and synchronized with customer and asset data. Systems should be expandable over time to support new business processes and associated data elements without the need for customization. refs., tabs., figs

  2. Integrated ultrasound and gamma imaging probe for medical diagnosis

    International Nuclear Information System (INIS)

    Pani, R.; Pellegrini, R.; Cinti, M. N.; Polito, C.; Orlandi, C.; Fabbri, A.; Vincentis, G. De

    2016-01-01

    In the last few years, integrated multi-modality systems have been developed, aimed at improving the accuracy of medical diagnosis correlating information from different imaging techniques. In this contest, a novel dual modality probe is proposed, based on an ultrasound detector integrated with a small field of view single photon emission gamma camera. The probe, dedicated to visualize small organs or tissues located at short depths, performs dual modality images and permits to correlate morphological and functional information. The small field of view gamma camera consists of a continuous NaI:Tl scintillation crystal coupled with two multi-anode photomultiplier tubes. Both detectors were characterized in terms of position linearity and spatial resolution performances in order to guarantee the spatial correspondence between the ultrasound and the gamma images. Finally, dual-modality images of custom phantoms are obtained highlighting the good co-registration between ultrasound and gamma images, in terms of geometry and image processing, as a consequence of calibration procedures

  3. A Monte Carlo modeling alternative for the API Gamma Ray Calibration Facility

    International Nuclear Information System (INIS)

    Galford, J.E.

    2017-01-01

    The gamma ray pit at the API Calibration Facility, located on the University of Houston campus, defines the API unit for natural gamma ray logs used throughout the petroleum logging industry. Future use of the facility is uncertain. An alternative method is proposed to preserve the gamma ray API unit definition as an industry standard by using Monte Carlo modeling to obtain accurate counting rate-to-API unit conversion factors for gross-counting and spectral gamma ray tool designs. - Highlights: • A Monte Carlo alternative is proposed to replace empirical calibration procedures. • The proposed Monte Carlo alternative preserves the original API unit definition. • MCNP source and materials descriptions are provided for the API gamma ray pit. • Simulated results are presented for several wireline logging tool designs. • The proposed method can be adapted for use with logging-while-drilling tools.

  4. King customer forever: Customer satisfaction and beyond

    Directory of Open Access Journals (Sweden)

    Myuers James

    2004-01-01

    Full Text Available "King Customer!" So proclaimed the front cover of Business Week in a 1989 issue. At about the same time, "Rediscovering the Customer" was the title of a series of company vignettes in Fortune magazine. And a Wall Street Journal article asked, "For Customers, More Than Lip Service?" Combined, these three prestigious business publications reflected a new era in business firms perceptions of their customers and the role they should play in the formulation of company strategies and priorities. Had the "Era of the Customer" finally arrived in American business? .

  5. Retrieval of radiology reports citing critical findings with disease-specific customization.

    Science.gov (United States)

    Lacson, Ronilda; Sugarbaker, Nathanael; Prevedello, Luciano M; Ivan, Ip; Mar, Wendy; Andriole, Katherine P; Khorasani, Ramin

    2012-01-01

    Communication of critical results from diagnostic procedures between caregivers is a Joint Commission national patient safety goal. Evaluating critical result communication often requires manual analysis of voluminous data, especially when reviewing unstructured textual results of radiologic findings. Information retrieval (IR) tools can facilitate this process by enabling automated retrieval of radiology reports that cite critical imaging findings. However, IR tools that have been developed for one disease or imaging modality often need substantial reconfiguration before they can be utilized for another disease entity. THIS PAPER: 1) describes the process of customizing two Natural Language Processing (NLP) and Information Retrieval/Extraction applications - an open-source toolkit, A Nearly New Information Extraction system (ANNIE); and an application developed in-house, Information for Searching Content with an Ontology-Utilizing Toolkit (iSCOUT) - to illustrate the varying levels of customization required for different disease entities and; 2) evaluates each application's performance in identifying and retrieving radiology reports citing critical imaging findings for three distinct diseases, pulmonary nodule, pneumothorax, and pulmonary embolus. Both applications can be utilized for retrieval. iSCOUT and ANNIE had precision values between 0.90-0.98 and recall values between 0.79 and 0.94. ANNIE had consistently higher precision but required more customization. Understanding the customizations involved in utilizing NLP applications for various diseases will enable users to select the most suitable tool for specific tasks.

  6. Recent progress in low-level gamma imaging

    International Nuclear Information System (INIS)

    Mahe, C.; Girones, Ph.; Lamadie, F.; Le Goaller, C.

    2007-01-01

    The CEA's Aladin gamma imaging system has been operated successfully for several years in nuclear plants and during decommissioning projects with additional tools such as gamma spectrometry detectors and dose rate probes. The radiological information supplied by these devices is becoming increasingly useful for establishing robust and optimized decommissioning scenarios. Recent technical improvements allow this gamma imaging system to be operated in low-level applications and with shorter acquisition times suitable for decommissioning projects. The compact portable system can be used in places inaccessible to operators. It is quick and easy to implement, notably for onsite component characterization. Feasibility trials and in situ measurements were recently carried out under low-level conditions, mainly on waste packages and glove boxes for decommissioning projects. This paper describes recent low-level in situ applications. These characterization campaigns mainly concerned gamma emitters with γ energy < 700 keV. In many cases, the localization of hot spots by gamma camera was confirmed by additional measurements such as dose rate mapping and gamma spectrometry measurements. These complementary techniques associated with advanced calculation codes (MCNP, Mercure 6.2, Visiplan and Siren) offer a mobile and compact tool for specific assessment of waste packages and glove boxes. (authors)

  7. A Novel Approach for Computer-Assisted Template-Guided Autotransplantation of Teeth With Custom 3D Designed/Printed Surgical Tooling. An Ex Vivo Proof of Concept.

    Science.gov (United States)

    Anssari Moin, David; Derksen, Wiebe; Verweij, J P; van Merkesteyn, Richard; Wismeijer, Daniel

    2016-05-01

    The aim of this study was to introduce a novel method for accurate autotransplantation with computer-assisted guided templates and assembled custom-designed surgical tooling and to test the feasibility and accuracy of this method ex vivo. A partially edentulous human mandibular cadaver was scanned with a cone-beam computed tomography (CBCT) system and an intraoral scan system. The 3-dimensional (3D) data of this cadaver were imported into specialized software and used to analyze the region of the recipient site and the donor tooth was selected. Subsequently, congruent to the donor tooth, custom surgical tools and a surgical guided template were designed and 3D printed. The guided osteotomy was performed and the donor tooth was transplanted. To evaluate the planned position of the donor tooth in relation to the position of the transplanted donor tooth, the mandible with the transplanted donor tooth was rescanned with the CBCT system and software matching was applied to measure the accuracy of the procedure. The angular deflection of the transplanted donor tooth in relation to the planned donor tooth position was 3.1°. When comparing the 3D positions of the shoulder, there was a deviation of 1.25 mm and an apical deviation of 0.89 mm. With the use of currently available technology, it is feasible to accurately plan and create in a virtual simulation a donor tooth position with congruent custom surgical tools and to transfer this to a clinical setting with 3D printing. However, further research on multiple levels is needed to explore this novel approach. Copyright © 2016 American Association of Oral and Maxillofacial Surgeons. Published by Elsevier Inc. All rights reserved.

  8. The Impact of Customer Relationship Management to Customer Loyalty Through Customer Satisfaction in Cabal Dining Manado

    OpenAIRE

    Pandowo, Merinda; Pangemanan, Sifrid S.; Wattilete, Randy

    2013-01-01

    Customer relationship management is the one influencing customer loyalty, but to get customer loyalty we should know how to make customer satisfaction. This research is purposed to analyze the impact of customer relationship management to customer loyalty through customer satisfaction in Cabal Dining Manado. This research used the Path analysis as the method of this research. Population in this research is mainly in this research is people in Manado. The sample of this research is 100 respond...

  9. PENERAPAN CUSTOMER RELATIONSHIP MANAGEMENT (CRM BERBASIS SMS GATEWAY PADA ONLINE SHOP TOKOFARAH

    Directory of Open Access Journals (Sweden)

    Arfiani Nur Khusna

    2016-01-01

    Full Text Available SMS applications has become a promising business opportunities in the consumer and industrial markets in the world. One part that can not be separated from the SMS business is the role of an SMS Gateway, a system used by service providers to send and receive SMS automatically. Online shop tokofarah an online web business venture engaged in the production and sales of baby clothes and children. The problems that exist in the online shop tokofarah is the absence of communication between the customer and tokofarah thus reduced customer loyalty, customers are unaware of the latest promos and discounts, so the application of CRM (Customer Relationship Management is very necessary to help communication. Alternative solutions in addition to implementing CRM also develop and implement SMS technology as a service via SMS Gateway online. Where customers can easily find information on the latest promos and discounts, customers can simply type a certain key word and send it to a specific number that has been provided, the store can also inform customers about the latest promos and products through SMS brodcast. In this study, using Gammu as tools liaison between the device with a computer modem. Making the program using the programming language PHP as an interface, a database maker MySQL tools. The results of the implementation of the concept of SMS Gateway technology is that it can provide convenience for online customers shop tokofarah in knowing the promo and the latest product information and can order via SMS.

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

    Science.gov (United States)

    Binsar Kristian P., Feliks Anggia; Panjaitan, Hotman

    2014-01-01

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

  11. Measuring Customer Experience in Bancassurance: An Empirical Study

    Directory of Open Access Journals (Sweden)

    Mousumi Choudhury

    2016-06-01

    Full Text Available Purpose – This study attempts to investigate customer experience with respect to the bancassurance channel. Design/Methodology/Approach – The study is based on primary data collected using a structured questionnaire from customers buying life insurance policies from SBI Life through different branches of State Bank of India in the city of Guwahati in the state of Assam, India. Cronbach’s alpha was used to test the reliability of the questionnaire. Statistical tools, such as mean, standard deviation, and factor analysis were used to attain the objective of the study. Findings and implications – The study found that customers have favorable experiences when buying life insurance through the bancassurance channel. There are seven core factors that affect customer experience in bancassurance: ease of buying, whether maturity benefit is received, reliability of the channel, responsiveness of the channel, after-sale services, stock market-related information, and accuracy of the channel. Banks should devise a strategy to sustain favorable experiences of their customers, as this enables banks to retain their existing customers while also attracting new ones. Limitation – The study is restricted to customers buying life insurance policy from various branches of State Bank of India in Guwahati, India. Therefore, longitudinal and cross-sectional research is needed to generalize the findings. Originality – The study is first of its kind and hence original in nature.

  12. Standards and Customer Service: Employees Behavior towards Customers

    Directory of Open Access Journals (Sweden)

    Venelin Terziev

    2017-09-01

    Full Text Available Ensuring effective customer service requires targeted efforts in a number of areas, one of which is to develop service standards for each market segment. The development and implementation of standards requires the organization to accurately determine customer service types, the cost of providing alternative services, and measures for measuring and controlling the services provided. At the core of the developed and implemented standards is the development and establishment of the customer service policy, which should start with a consumer demand analysis. The definition of customer service level should allow for quantitative measurement because the vague and quantifiable policy does not provide opportunities for evaluation and control of the activities and expenses of customer service. When developing service standards, it is appropriate to apply an algorithm that focuses primarily on standards related to employee behavior towards customers. This paper explores the need and capability to develop customer service standards and provides an algorithm for developing standards for employee behavior toward customers.

  13. Identifying and prioritizing customer requirements from tractor production by QFD method

    Directory of Open Access Journals (Sweden)

    H Taghizadeh

    2017-05-01

    Full Text Available Introduction Discovering and understanding customer needs and expectations are considered as important factors on customer satisfaction and play vital role to maintain the current activity among its competitors, proceeding and obtaining customer satisfaction which are critical factors to design a successful production; thus the successful organizations must meet their needs containing the quality of the products or services to customers. Quality Function Deployment (QFD is a technique for studying demands and needs of customers which is going to give more emphasis to the customer's interests in this way. The QFD method in general implemented various tools and methods for reaching qualitative goals; but the most important and the main tool of this method is the house of quality diagrams. The Analytic Hierarchy Process (AHP is a famous and common MADM method based on pair wise comparisons used for determining the priority of understudied factors in various studies until now. With considering effectiveness of QFD method to explicating customer's demands and obtaining customer satisfaction, generally, the researchers followed this question's suite and scientific answer: how can QFD explicate real demands and requirements of customers from tractor final production and what is the prioritization of these demands and requirements in view of customers. Accordingly, the aim of this study was to identify and prioritize the customer requirements of Massey Ferguson (MF 285 tractor production in Iran tractor manufacturing company with t- student statistical test, AHP and QFD methods. Materials and Methods Research method was descriptive and statistical population included all of the tractor customers of Tractor Manufacturing Company in Iran from March 2011 to March 2015. The statistical sample size was 171 which are determined with Cochran index. Moreover, 20 experts' opinion has been considered for determining product's technical requirements. Literature

  14. The effect of corporate image on the formation of customer attraction

    Directory of Open Access Journals (Sweden)

    Reza Koohjani Gouji

    2016-10-01

    Full Text Available This paper examines the relationship of corporate image with customer attraction in Irancell Telecommunications Services Company in city of Ahvaz, Iran. The study uses a sample of 384 randomly selected people who use the firm’s services. Measuring tools for corporate image and customer attraction are an 18-item questionnaire of Rampersad (2001 [Rampersad, H. (2001. 75 painful questions about your customer satisfaction. the TQM Magazine, 13(5, 341-347.] and a 14-item questionnaire of Geib (2005 [Geib, M. (2005. Architecture for customer relationship management to attract and retain customers approaches in financial services, IEEE, Proceedings of the 38th Hawaii International Conference on System Sciences.], respectively. Results of regression analysis showed that there was a significant relationship between corporate image and attracting customers in Irancell firm. In addition, dimensions of corporate image including experience, character, competence, quality, differentiation, cost, technology, and culture and cognition increase customer attraction to the company. On the other hand, component of culture has the most effect on attracting customers in this firm.

  15. Preventing customer defection and stimulating return of the lost customers

    Directory of Open Access Journals (Sweden)

    Senić Radoslav

    2013-01-01

    Full Text Available Customers represent company's most valuable asset. Company can assure its survival, further growth and development by retaining existing, attracting new and returning lost customers. Retaining existing, loyal customers is the most profitable business activity, attracting new ones is the most expensive, while returning lost and frequently forgotten customers is a type of business activity that still generates modest interest among researchers and practitioners. So far, marketing strategies have been mainly directed towards the first two categories of customers. The objective of this paper is dedicated to customer defection and returning lost customers. Paper discusses customer relationship life-cycle and the significance of managing customer return within it, types of customer defections, the process of managing return, as well as, the reasons that led to customer defection.

  16. INTERNATIONAL SYSTEMS OF MERCHANDISING TO MANAGE THE CUSTOMER BEHAVIOR

    Directory of Open Access Journals (Sweden)

    L. Paschuk

    2014-09-01

    Full Text Available The major problems and perspectives of international experience utilization as element of marketing mix to manage the customer behavior, major forms of trade were defined and approaches to merchandising tools application.

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

    NARCIS (Netherlands)

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

    2009-01-01

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

  18. A novel method for quantitative geosteering using azimuthal gamma-ray logging

    International Nuclear Information System (INIS)

    Yuan, Chao; Zhou, Cancan; Zhang, Feng; Hu, Song; Li, Chaoliu

    2015-01-01

    A novel method for quantitative geosteering by using azimuthal gamma-ray logging is proposed. Real-time up and bottom gamma-ray logs when a logging tool travels through a boundary surface with different relative dip angles are simulated with the Monte Carlo method. Study results show that response points of up and bottom gamma-ray logs when the logging tool moves towards a highly radioactive formation can be used to predict the relative dip angle, and then the distance from the drilling bit to the boundary surface is calculated. - Highlights: • A new method is proposed for geosteering by using azimuthal gamma-ray logging. • The new method can quantitatively determine the distance from the drilling bit to the boundary surface while the traditional geosteering method can only qualitatively guide the drilling bit in reservoirs. • The response points of real-time upper and lower gamma line when the logging tool meets high radioactive formation are used to predict the relative dip angles, and then the distance from the drilling bit to the boundary surface is calculated

  19. Pengaruh Customer Perceived Value Terhadap Customer Satisfaction PT. Xyz

    OpenAIRE

    Sucahyo, Martinus Wilman

    2017-01-01

    Penelitian ini membahas tentang Customer Perceived Value terhadap Customer Satisfaction PT. XYZ. Dalam penelitian ini, Customer Perceived Value diukur melalui dimensi Core Product Value, Service Value dan Relationship Value. Masing-masing dimensi ini akan diuji pengaruhnya terhadap Customer Satisfaction, baik secara simultan maupun secara parsial, serta dimensi mana yang paling berpengaruh terhadap Customer Satisfaction. Sampel penelitian berjumlah 100 pelanggan PT. XYZ. Data penelitian diola...

  20. A gamma beam profile imager for ELI-NP Gamma Beam System

    Science.gov (United States)

    Cardarelli, P.; Paternò, G.; Di Domenico, G.; Consoli, E.; Marziani, M.; Andreotti, M.; Evangelisti, F.; Squerzanti, S.; Gambaccini, M.; Albergo, S.; Cappello, G.; Tricomi, A.; Veltri, M.; Adriani, O.; Borgheresi, R.; Graziani, G.; Passaleva, G.; Serban, A.; Starodubtsev, O.; Variola, A.; Palumbo, L.

    2018-06-01

    The Gamma Beam System of ELI-Nuclear Physics is a high brilliance monochromatic gamma source based on the inverse Compton interaction between an intense high power laser and a bright electron beam with tunable energy. The source, currently being assembled in Magurele (Romania), is designed to provide a beam with tunable average energy ranging from 0.2 to 19.5 MeV, rms energy bandwidth down to 0.5% and flux of about 108 photons/s. The system includes a set of detectors for the diagnostic and complete characterization of the gamma beam. To evaluate the spatial distribution of the beam a gamma beam profile imager is required. For this purpose, a detector based on a scintillator target coupled to a CCD camera was designed and a prototype was tested at INFN-Ferrara laboratories. A set of analytical calculations and Monte Carlo simulations were carried out to optimize the imager design and evaluate the performance expected with ELI-NP gamma beam. In this work the design of the imager is described in detail, as well as the simulation tools used and the results obtained. The simulation parameters were tuned and cross-checked with the experimental measurements carried out on the assembled prototype using the beam from an x-ray tube.

  1. Customization Issues

    DEFF Research Database (Denmark)

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

    2014-01-01

    Implementation of mass customization and product configuration in companies requires fundamental considerations about how products can fulfil the demand from customers. In order to support such decision-making, a multi-level model for customization is developed. This model identifies four different...... levels of customization, ranging from the structure level at the bottom, through the performance level and the experience level, to the learning level at the top. The model also has a dual view with customers/demand at one side and product/supplier at the other side. It is a rather general model, which...... can be applied to many types of products, and typically, product designers must decide how far up in levels the customization should aim. In this paper, the four-level customization model is applied to wheel chairs....

  2. Customer complaints and recovery effectiveness : A customer base approach

    NARCIS (Netherlands)

    Knox, G.; van Oest, R.D.

    2014-01-01

    Although customer complaints are a well-studied aspect of business, no study has measured the impact of actual complaints and recoveries on subsequent customer purchasing. The authors develop a customer base model to investigate the effectiveness of recovery in preventing customer churn. They

  3. Online Customization of Retailers’ Activities

    Directory of Open Access Journals (Sweden)

    Natorina Alona O.

    2017-03-01

    Full Text Available The aim of the article is to develop recommendations on correct online customization of retailers’ activities in the online space based on results of studying and analyzing trends in digital activity of consumers under real time conditions and taking into account the factors directly influencing buyers’ purchasing from corresponding online retailers. The trends of changes in digital forms of contacting consumers in different countries and regions of the world are studied, and their access to the digital content with details of gadget types and devices is analyzed. The level of digital activity of consumers in the online space is diagnosed in accordance with the consumer inclusion index using the GfK methodology. It is grounded that retailers are advisable to look for new tools of online customization with mandatory consideration of consumer preferences, which depend on the influence of various factors on their behavior. It is found out that a high level of online confidence in a retailer acts as a catalyst for purchasing on the Internet, and factors influencing it are identified. The prerequisites for successful online customization of retailers’ activities are considered, and categories of behavioral patterns of potential buyers to achieve the most effective digital promotion of retailers in the online space are proposed. The aspects of online customization that guarantee the necessary level of competitiveness of retailers for effective functioning in the online space are justified.

  4. A quality tool for health insurers. A new scale measures "quality orientation" from the customer's point of view.

    Science.gov (United States)

    Westbrook, K W; Pedrick, D; Bush, V

    1996-01-01

    This study defines a company's quality orientation as "all process-related activities that can be discerned by customers." This even includes certain processes internal to the company that can be seen and evaluated by customers. One significant contribution this study provides is scale development centered on customer rather than employee perceptions. To generate scale items, input was gathered from experts involved in the study, senior managers employed with the target company, focus groups of employees working on the front line with customers, and users of the services. Because the sale measures customer perceptions of quality in comparison with the firm's closest competitor, it provides managers with information for benchmarking performance relative to others in the marketplace.

  5. Instant Autodesk AutoCAD 2014 customization with .NET

    CERN Document Server

    Nelson, Tom

    2013-01-01

    Filled with practical, step-by-step instructions and clear explanations for the most important and useful tasks. An instruction-based guide with examples written in the C# programming language. VB.NET programmers can also take advantage of these examples by using one of the free conversion websites to convert the examples to VB.NET.Clear, step-by-step instructions and complete code examples illustrate the processes, making it easy to develop your own custom AutoCAD tools.This book is perfect if you are interested in customizing AutoCAD 2014 using the .NET API. You should have a basic familiari

  6. EVALUATION OF LOGISTICS CUSTOMER SERVICE IN A MARKETING COMPANY

    Directory of Open Access Journals (Sweden)

    María Esther Debrosse-Carballo

    2016-01-01

    Full Text Available The objective of the article is to present the application of a procedure that allows evaluating the level of logistic service offered by a marketing company. In order to reach the objective as a source of secondary was used information: company documents and logistics reports. As primary sources were used the interviews and surveys carried out to all the experts and selected customers. At the stage of processing and analysis of the information tools were used such as: service evaluation matrix, ABC Method for classifying customers, Indicators for evaluating the Logistic Service. This analysis permit to the enterprise know and evaluate the levels of satisfaction of its customer, facilitating to trace strategies that make possible elevate the quality of the logistic service. 

  7. The Effect of Customer Satisfaction, Customer Loyalty, and Brand Commitment on Word of Mouth of Wall€™s Ice Cream in Manado

    OpenAIRE

    Pandowo, Merinda Pandowo; Kindangen, Citra Pingkan

    2014-01-01

    Food and beverage products and the followed improvement in industry are familiar for common people in every part of this world. The aim of this research is to analyze the effect of customer satisfaction, customer loyalty, and brand commitment on word of mouth. To achieve the objectives, the research method used is causal research by using multiple regression analysis as the analytical tool. The population of this research is the consumers in Manado who ever taste wall€™s Ice cream with sample...

  8. Influence of Customer Focused Mission Statement on Customer Satisfaction

    Directory of Open Access Journals (Sweden)

    Chijioke Nwachukwu

    2017-01-01

    Full Text Available The purpose of this study is to examine the influence of customer‑focused mission statements on customer satisfaction in selected cell phone manufacturing companies in the United States. The study employed content analysis for the mission statement and data from America customer satisfaction index (ACSI. In analysing our data, Pearson correlation, and multiple regression techniques were used. The result showed that product and service, technology, philosophy, self‑concept, and public image mission statement components are strongly positively correlated with customer satisfaction. Customer, survival, growth and profitability and market mission statement components are insignificantly negatively correlated with customer satisfaction. The study, therefore, recommends that companies that want to remain competitive by enhancing customer satisfaction should formulate mission statements from a customer perspective so that they include product and service, technology, philosophy, self‑concept, and public image components. The main limitation of the study represents the sample size and structure. This study empirically investigated the correlation and association of nine mission statement components with customer satisfaction.

  9. The Relationship Between the Customer Relationship Management and Patients' Loyalty to Hospitals.

    Science.gov (United States)

    Hajikhani, Shadi; Tabibi, Seyed Jamaledin; Riahi, Leila

    2015-06-25

    Customer Relationship Management (CRM) with its various components has been considered as a tool causing customers' loyalty. The present study aims to investigate the relationship between the various components of customer relationship management and patients' loyalty to the place of their treatment. This cross sectional and descriptive-analytical study was conducted among nurses and hospitalized patients in inpatient wards in selected hospitals in 2014. Using the stratified random sampling method, 224 valid and reliable researcher-drafted questionnaires were completed for CRM by nurses and 359 questionnaires were completed by patients for patients' loyalty in the studied wards. Data were analyzed using the SPSS(20) software. There was no statistically significant relationship between the level of patients' loyalty and organizational indicators, information technology and knowledge management (P Value>0.05). However, there was a statistically significant relationship between loyalty and the dimensions of the service process (P Value=0.04), human resources (P Value=0.002) and CRM (P Value=0.038). The strength of these relationships were 34, 40 and 36 percent, respectively all of which were positive. Customer Relationship Management is a tool for improving influencing factors on patients' satisfaction and loyalty. Therefore, attempts to implement customer relationship management as a process for improving hospitals performance and improving communication between service providers in hospitals and customers leading to enhance patients' loyalty should be taken into account by managers and policy makers in the health sectors.

  10. Efficient analysis using custom interactive visualization tools at a Superfund site

    International Nuclear Information System (INIS)

    Williams, G.; Durham, L.

    1992-01-01

    Custom visualization analysis programs were developed and used to analyze contaminant transport calculations from a three-dimensional numerical groundwater flow model developed for a Department of Energy Superfund site. The site hydrogeology, which is highly heterogenous, includes both fractured limestone and dolomite and alluvium deposits. Three-dimensional interactive visualization techniques were used to understand and analyze the three-dimensional, double-porosity modeling results. A graphical object oriented programming environment was applied to efficiently develop custom visualization programs in a coarse-grained data structure language. Comparisons were made, using the results from the three-dimensional, finite-difference model, between traditional two-dimensional analyses (contour and vector plots) and interactive three-dimensional techniques. Subjective comparison areas include the accuracy of analysis, the ability to understand the results of three-dimensional contaminant transport simulation, and the capability to transmit the results of the analysis to the project management. In addition, a quantitative comparison was made on the time required to develop a thorough analysis of the modeling results. The conclusions from the comparative study showed that the visualization analysis provided an increased awareness of the contaminant transport mechanisms, provided new insights into contaminant migration, and resulted in a significant time savings

  11. Efficient analysis using custom interactive visualization tools at a Superfund site

    Energy Technology Data Exchange (ETDEWEB)

    Williams, G. [Northwestern Univ., Evanston, IL (United States); Durham, L. [Argonne National Lab., IL (United States)

    1992-12-01

    Custom visualization analysis programs were developed and used to analyze contaminant transport calculations from a three-dimensional numerical groundwater flow model developed for a Department of Energy Superfund site. The site hydrogeology, which is highly heterogenous, includes both fractured limestone and dolomite and alluvium deposits. Three-dimensional interactive visualization techniques were used to understand and analyze the three-dimensional, double-porosity modeling results. A graphical object oriented programming environment was applied to efficiently develop custom visualization programs in a coarse-grained data structure language. Comparisons were made, using the results from the three-dimensional, finite-difference model, between traditional two-dimensional analyses (contour and vector plots) and interactive three-dimensional techniques. Subjective comparison areas include the accuracy of analysis, the ability to understand the results of three-dimensional contaminant transport simulation, and the capability to transmit the results of the analysis to the project management. In addition, a quantitative comparison was made on the time required to develop a thorough analysis of the modeling results. The conclusions from the comparative study showed that the visualization analysis provided an increased awareness of the contaminant transport mechanisms, provided new insights into contaminant migration, and resulted in a significant time savings.

  12. Hospital marketers sold on value of custom publications.

    Science.gov (United States)

    Rees, T

    1998-01-01

    More and more hospital marketing and public relations executives are recognizing that publications, such as newsletters and magazines, are a very important part of their arsenal of marketing tools. They're also finding that custom publishers are valuable allies when it comes to target market opportunities.

  13. Listening to the Customer: Implementing Quality Function Deployment.

    Science.gov (United States)

    Schauerman, Sam; And Others

    1994-01-01

    Describes Yoji Akao's concept of quality function development (QFD), a strategic tool that translates the customers' quality requirements into organizational language. Examines how El Camino College's (California) application of QFD matches constituent needs to college functions. Includes an 11-item bibliography and lists El Camino College's…

  14. Needle Custom Search: Recall-oriented search on the Web using semantic annotations

    NARCIS (Netherlands)

    Kaptein, Rianne; Koot, Gijs; Huis in 't Veld, Mirjam A.A.; van den Broek, Egon; de Rijke, Maarten; Kenter, Tom; de Vries, A.P.; Zhai, Chen Xiang; de Jong, Franciska M.G.; Radinsky, Kira; Hofmann, Katja

    Web search engines are optimized for early precision, which makes it difficult to perform recall-oriented tasks using these search engines. In this article, we present our tool Needle Custom Search. This tool exploits semantic annotations of Web search results and, thereby, increase the efficiency

  15. Needle Custom Search : Recall-oriented search on the web using semantic annotations

    NARCIS (Netherlands)

    Kaptein, Rianne; Koot, Gijs; Huis in 't Veld, Mirjam A.A.; van den Broek, Egon L.

    2014-01-01

    Web search engines are optimized for early precision, which makes it difficult to perform recall-oriented tasks using these search engines. In this article, we present our tool Needle Custom Search. This tool exploits semantic annotations of Web search results and, thereby, increase the efficiency

  16. Customer Loyalty Research : Can customer loyalty programs really build loyalty?

    OpenAIRE

    Romppanen, Maiju; Kellgren, Cecilia; Moradi, Ladan

    2007-01-01

    Background: During the last decades the efforts to foster customer relationships have become important due to increased competition in the consumer markets. One of the most popular strategies have been to introduce customer loyalty programs which are believed to enhance the customer loyalty. The popularity of the customer loyalty programs is based on the beliefs that loyal customers are lucrative and these programs would bond the customers to the company. More recently however, the discussion...

  17. Evaluation of the generalized gamma as a tool for treatment planning optimization

    Directory of Open Access Journals (Sweden)

    Emmanouil I Petrou

    2014-12-01

    Full Text Available Purpose: The aim of that work is to study the theoretical behavior and merits of the Generalized Gamma (generalized dose response gradient as well as to investigate the usefulness of this concept in practical radiobiological treatment planning.Methods: In this study, the treatment planning system RayStation 1.9 (Raysearch Laboratories AB, Stockholm, Sweden was used. Furthermore, radiobiological models that provide the tumor control probability (TCP, normal tissue complication probability (NTCP, complication-free tumor control probability (P+ and the Generalized Gamma were employed. The Generalized Gammas of TCP and NTCP, respectively were calculated for given heterogeneous dose distributions to different organs in order to verify the TCP and NTCP computations of the treatment planning system. In this process, a treatment plan was created, where the target and the organs at risk were included in the same ROI in order to check the validity of the system regarding the objective function P+ and the Generalized Gamma. Subsequently, six additional treatment plans were created with the target organ and the organs at risk placed in the same or different ROIs. In these plans, the mean dose was increased in order to investigate the behavior of dose change on tissue response and on Generalized Gamma before and after the change in dose. By theoretically calculating these quantities, the agreement of different theoretical expressions compared to the values that the treatment planning system provides could be evaluated. Finally, the relative error between the real and approximate response values using the Poisson and the Probit models, for the case of having a target organ consisting of two compartments in a parallel architecture and with the same number of clonogens could be investigated and quantified. Results: The computations of the RayStation regarding the values of the Generalized Gamma and the objective function (P+ were verified by using an

  18. 25th Annual International Symposium on Field-Programmable Custom Computing Machines

    CERN Document Server

    The IEEE Symposium on Field-Programmable Custom Computing Machines is the original and premier forum for presenting and discussing new research related to computing that exploits the unique features and capabilities of FPGAs and other reconfigurable hardware. Over the past two decades, FCCM has been the place to present papers on architectures, tools, and programming models for field-programmable custom computing machines as well as applications that use such systems.

  19. The impact of the logistics management in customer satisfaction

    Directory of Open Access Journals (Sweden)

    Ghoumrassi Amine

    2017-07-01

    Full Text Available Logistics management is one of nowadays tools to face economic challenges; it’s a mix of business and core activities of the organization. The supply and distribution activities integrated together form what’s known as logistics activities. The logistics activities within a business organization attempt to satisfy customers through achieving the time and location related market challenges and also through the cost of the service provided as well as the quality, taking into consideration customers needs and purchase power. Customer satisfaction is important because it provides marketers and business owners with a metric that they can use to manage and improve their businesses. Customer satisfaction is also a way to determinate the continuity of the business or of a product life by measuring the loyalty of the customers. If the customers are happy and satisfied, it will ensure the continuity of sales which means the continuity of the business. In the past customer satisfaction was more focused on requirements such as quality and reliability reducing costs of poor quality. In mid 50’s the production costs were continuously increasing, The way to maintain the company’s position within a changing market and increase profit starts by focusing on the service provided to the customer and on decreasing the cost, logistics activities became the backbone of these organizations that target the customer satisfaction while achieving competitive advantage. This study aims to show the impact of the logistics management on customer satisfaction in small and mid-sized Algerian industrial companies, by interviewing the companies managers and everybody in charge of the logistic process, the interview questions will be based on some literature review issues.

  20. Computational Tools and Algorithms for Designing Customized Synthetic Genes

    Energy Technology Data Exchange (ETDEWEB)

    Gould, Nathan [Department of Computer Science, The College of New Jersey, Ewing, NJ (United States); Hendy, Oliver [Department of Biology, The College of New Jersey, Ewing, NJ (United States); Papamichail, Dimitris, E-mail: papamicd@tcnj.edu [Department of Computer Science, The College of New Jersey, Ewing, NJ (United States)

    2014-10-06

    Advances in DNA synthesis have enabled the construction of artificial genes, gene circuits, and genomes of bacterial scale. Freedom in de novo design of synthetic constructs provides significant power in studying the impact of mutations in sequence features, and verifying hypotheses on the functional information that is encoded in nucleic and amino acids. To aid this goal, a large number of software tools of variable sophistication have been implemented, enabling the design of synthetic genes for sequence optimization based on rationally defined properties. The first generation of tools dealt predominantly with singular objectives such as codon usage optimization and unique restriction site incorporation. Recent years have seen the emergence of sequence design tools that aim to evolve sequences toward combinations of objectives. The design of optimal protein-coding sequences adhering to multiple objectives is computationally hard, and most tools rely on heuristics to sample the vast sequence design space. In this review, we study some of the algorithmic issues behind gene optimization and the approaches that different tools have adopted to redesign genes and optimize desired coding features. We utilize test cases to demonstrate the efficiency of each approach, as well as identify their strengths and limitations.

  1. Computational Tools and Algorithms for Designing Customized Synthetic Genes

    International Nuclear Information System (INIS)

    Gould, Nathan; Hendy, Oliver; Papamichail, Dimitris

    2014-01-01

    Advances in DNA synthesis have enabled the construction of artificial genes, gene circuits, and genomes of bacterial scale. Freedom in de novo design of synthetic constructs provides significant power in studying the impact of mutations in sequence features, and verifying hypotheses on the functional information that is encoded in nucleic and amino acids. To aid this goal, a large number of software tools of variable sophistication have been implemented, enabling the design of synthetic genes for sequence optimization based on rationally defined properties. The first generation of tools dealt predominantly with singular objectives such as codon usage optimization and unique restriction site incorporation. Recent years have seen the emergence of sequence design tools that aim to evolve sequences toward combinations of objectives. The design of optimal protein-coding sequences adhering to multiple objectives is computationally hard, and most tools rely on heuristics to sample the vast sequence design space. In this review, we study some of the algorithmic issues behind gene optimization and the approaches that different tools have adopted to redesign genes and optimize desired coding features. We utilize test cases to demonstrate the efficiency of each approach, as well as identify their strengths and limitations.

  2. Customer relationship management: Modern aspects of information technology application

    Directory of Open Access Journals (Sweden)

    Soldić-Aleksić Jasna

    2008-01-01

    Full Text Available The concept of Customer Relationship Management has emerged around the maxim on the essential importance of the customers for business success of the company. The vital role in the concept development is assigned to an employment of the various information communication technologies: in the scope of operational CRM that is the application of Internet technologies, web browsers, e-mails, POS terminals, call centers; on the other side, analytical CRM involves activities such as data mining, web mining, click stream analysis etc. Modern tendencies in the development of information-communication technologies have generated new communication models between company and its customers, therefore companies are not only focused on the products and services, but also on the communication channels and techniques with customers. On that ground many companies are accepting and using new tools belonging to the web 2.0 technologies which have produced the new CRM model - CRM 2.0.

  3. Customer Relationship Management Influence on Customer Value, Product Quality and Service Quality in Improving Customer Satisfaction and Its Implication on the Customer Loyalty

    OpenAIRE

    Harryani, Sri

    2017-01-01

    The purpose of this research is to determine the influence of Customer Relationship Management (CRM) on the Customer Value (CV), Product Quality (PQ) and Service Quality (SQ) in improving Customer Satisfaction (CS) that will have implications on the Customer Loyalty (CL). The research focuses on corporate banking, where customers serve as the research sample. The data in this research using the primary data and secondary data. Source primary data used questionnaire and source the secondary da...

  4. The influence of customer relationship management information on customer loyalty

    OpenAIRE

    Ignatovič, Eva

    2009-01-01

    The purpose of this master thesis is to approve that customer relationship management (CRM) has influenced on customer loyalty. In order to achieve this purpose the work was divided into four main tasks: review of the relevant literature; analyze the influence of customer relationship management on customer loyalty and approve its importance for companies, research of the concrete business-to-business (B2B) Company CRM process and its customer loyalty, and the development of the customer rela...

  5. AN INTEGRATED METHODOLOGY FOR CUSTOMER RELATIONSHIP MANAGEMENT CUSTOMIZATION

    Directory of Open Access Journals (Sweden)

    Ricardo Colomo Palacios

    2008-02-01

    Full Text Available The importance and presence of technological solutions in organizations supporting CRM are a vital business fact from the late nineties. Presently, the manufacturers figure in the market has dramatically decreased because of continuous takeovers and merges, but it has on the other hand gained momentum because of the sudden open-source and on-demand solutions appearance. In this scope, a unified methodology centered on CRM solutions is of paramount importance since it has traditionally been linked to either system integration or overall solution design. Based on the two de-facto complementary standards for the implementation and development of Information Systems, namely the ESA and Dyché CRM systems implementation methodology, in this paper, we provide a CRM business solutions customization methodology which pertains independently to the integration and tool maker perspective.

  6. Analysis of logging data from nuclear borehole tools

    International Nuclear Information System (INIS)

    Hovgaard, J.; Oelgaard, P.L.

    1989-12-01

    The processing procedure for logging data from a borehole of the Stenlille project of Dansk Naturgas A/S has been analysed. The tools considered in the analysis were an integral, natural-gamma tool, a neutron porosity tool, a gamma density tool and a caliper tool. It is believed that in most cases the processing procedure used by the logging company in the interpretation of the raw data is fully understood. An exception is the epithermal part of the neutron porosity tool where all data needed for an interpretation were not available. The analysis has shown that some parts of the interpretation procedure may not be consistent with the physical principle of the tools. (author)

  7. Technical and economical tools to assess customer demand response in the commercial sector

    International Nuclear Information System (INIS)

    Alvarez Bel, Carlos; Ortega, Manuel Alcazar; Escriva, Guillermo Escriva; Gabaldon Marin, Antonio

    2009-01-01

    The authors present a methodology to evaluate and quantify the economic parameters (costs and benefits) attached to customer electricity consumption by analyzing the service provided by the different ''pieces'' of absorbed electricity. The first step of this methodology is to perform a process oriented market segmentation to identify segments according to their flexibility potential. After that, a procedure based on comprehensive simulations to identify and quantify the actual demand that can be managed in the short term is presented and, finally, the required economic analysis is performed. The methodology, which is demonstrated with some applications to the commercial sector, not only helps the customers to integrate in flexible distribution systems but also offers the necessary economical parameters for them to integrate in electricity markets. (author)

  8. TIGRESS: TRIUMF-ISAC gamma-ray escape-suppressed spectrometer

    Science.gov (United States)

    Svensson, C. E.; Amaudruz, P.; Andreoiu, C.; Andreyev, A.; Austin, R. A. E.; Ball, G. C.; Bandyopadhyay, D.; Boston, A. J.; Chakrawarthy, R. S.; Chen, A. A.; Churchman, R.; Drake, T. E.; Finlay, P.; Garrett, P. E.; Grinyer, G. F.; Hackman, G.; Hyland, B.; Jones, B.; Kanungo, R.; Maharaj, R.; Martin, J. P.; Morris, D.; Morton, A. C.; Pearson, C. J.; Phillips, A. A.; Ressler, J. J.; Roy, R.; Sarazin, F.; Schumaker, M. A.; Scraggs, H. C.; Smith, M. B.; Starinsky, N.; Valiente-Dobón, J. J.; Waddington, J. C.; Watters, L. M.

    2005-10-01

    The TRIUMF-ISAC gamma-ray escape-suppressed spectrometer (TIGRESS) is a new γ-ray detector array being developed for use at TRIUMF's Isotope Separator and Accelerator (ISAC) radioactive ion beam facility. TIGRESS will comprise 12 32-fold segmented clover-type HPGe detectors coupled with 20-fold segmented modular Compton suppression shields and custom digital signal processing electronics. This paper provides an overview of the TIGRESS project and progress in its development to date.

  9. EXPLORInG THE CUSTOMER PERCEIVED VALUES AS AnTECEDEnT OF PURCHASE BEHAVIOR

    Directory of Open Access Journals (Sweden)

    nabi Allah Dehghan

    2015-11-01

    Full Text Available Today, more than ever we see an increase in the importance of customer-orientation, and it's consideration as an important competitive advantage of organizations and its role in business success and development. The aim of this study is to survey a development of customer-oriented culture in chain stores, and also to discuss the relationships between the dimensions of customer value, perceived value, customer satisfaction, brand loyalty and repurchase intention. This study is based on a survey research, and the statistical population is consisted of customers a famous chain store in Tehran, and the selected samples are 390 persons from those customers. The data collection tool was a questionnaire and Confirmatory factor analysis and structural equation modeling techniques have been used to analyze the collected data. The results show that in consider chain stores, customer value affects on the Customer satisfaction. Moreover, it shows that customer satisfaction also affects brand loyalty. And at last it reveals that the proposed model explains the relationships between aspects of customer value, perceived value, customer satisfaction, brand loyalty and repurchase intention in an effective way.

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

    OpenAIRE

    Berrin Onaran,; Zeki Atil Bulut,; Alparslan Ozmen

    2013-01-01

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

  11. A novel method for quantitative geosteering using azimuthal gamma-ray logging.

    Science.gov (United States)

    Yuan, Chao; Zhou, Cancan; Zhang, Feng; Hu, Song; Li, Chaoliu

    2015-02-01

    A novel method for quantitative geosteering by using azimuthal gamma-ray logging is proposed. Real-time up and bottom gamma-ray logs when a logging tool travels through a boundary surface with different relative dip angles are simulated with the Monte Carlo method. Study results show that response points of up and bottom gamma-ray logs when the logging tool moves towards a highly radioactive formation can be used to predict the relative dip angle, and then the distance from the drilling bit to the boundary surface is calculated. Copyright © 2014 Elsevier Ltd. All rights reserved.

  12. Computational Tools and Algorithms for Designing Customized Synthetic Genes

    Directory of Open Access Journals (Sweden)

    Nathan eGould

    2014-10-01

    Full Text Available Advances in DNA synthesis have enabled the construction of artificial genes, gene circuits, and genomes of bacterial scale. Freedom in de-novo design of synthetic constructs provides significant power in studying the impact of mutations in sequence features, and verifying hypotheses on the functional information that is encoded in nucleic and amino acids. To aid this goal, a large number of software tools of variable sophistication have been implemented, enabling the design of synthetic genes for sequence optimization based on rationally defined properties. The first generation of tools dealt predominantly with singular objectives such as codon usage optimization and unique restriction site incorporation. Recent years have seen the emergence of sequence design tools that aim to evolve sequences toward combinations of objectives. The design of optimal protein coding sequences adhering to multiple objectives is computationally hard, and most tools rely on heuristics to sample the vast sequence design space. In this review we study some of the algorithmic issues behind gene optimization and the approaches that different tools have adopted to redesign genes and optimize desired coding features. We utilize test cases to demonstrate the efficiency of each approach, as well as identify their strengths and limitations.

  13. Process Improvement: Customer Service.

    Science.gov (United States)

    Cull, Donald

    2015-01-01

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

  14. 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...

  15. Customer experience

    OpenAIRE

    Koperdáková, Zuzana

    2016-01-01

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

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

    DEFF Research Database (Denmark)

    Eskildsen, Jacob Kjær; Kristensen, Kai

    2008-01-01

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

  17. Analisa Customer Value dan Customer Experience terhadap Customer Loyalty dengan Customer Satisfaction sebagai Variabel Intervening (Studi pada Waroeng Spesial Sambal Cabang Purwokerto)

    OpenAIRE

    Ariningsih, Kuswanti; Muji Rahayu, Tri Septin

    2015-01-01

    This research was based on the comptitive business condition in restaurant business that was getting more competitive, therefore the corporates had to make a new marketing strategy to stay and achieve he higher market. This research aimed to test the effect of customer value and customer experience toward customer loyalty with customer satisfaction as intervening variable. The data were gained by questionnaire method to the 110 respondent of waroeng spesial sambal cabang purwok...

  18. Analysis of Customer Satisfaction Survey for MINTec-Sinagama from 2008 until 2010

    International Nuclear Information System (INIS)

    Sofian Ibrahim; Syuhada Ramli; Noor Hasni Mohd Ali

    2012-01-01

    The efficiency and effectiveness of the quality management towards the service offered by an organization can be measure through Customer Satisfaction survey. In this study, the Importance-Performance Analysis has also been carried out as one of the tools to improve the quality of the service. Furthermore, the Gap Analysis is done to evaluate the customer satisfaction level towards the service. Positive gap value shows that customers are satisfied with the service and vice-versa. The study on the Customer Importance-Performance Analysis that were carried out lead to the general and technical information aspect of Accessibility to Organization, Counter service, Quality of service, Price, Delivery time, Promptness in handling complaint and Delivery of certificates of irradiation. Thus, this paper will discuss result of Customer Importance-Performance Analysis for MINTec-Sinagama from year 2008 to 2010. (author)

  19. Technical and economical tools to assess customer demand response in the commercial sector

    Energy Technology Data Exchange (ETDEWEB)

    Alvarez Bel, Carlos; Ortega, Manuel Alcazar; Escriva, Guillermo Escriva [Institute for Energy Engineering, Universidad Politecnica de Valencia, Camino de Vera, s/n, edificio 8E, escalera F, 5a planta. 46022 Valencia (Spain); Gabaldon Marin, Antonio [Dept. of Electrical Engineering, Universidad Politecnica de Cartagena, Campus de la Muralla al Mar. 30202 Cartagena (Spain)

    2009-10-15

    The authors present a methodology to evaluate and quantify the economic parameters (costs and benefits) attached to customer electricity consumption by analyzing the service provided by the different ''pieces'' of absorbed electricity. The first step of this methodology is to perform a process oriented market segmentation to identify segments according to their flexibility potential. After that, a procedure based on comprehensive simulations to identify and quantify the actual demand that can be managed in the short term is presented and, finally, the required economic analysis is performed. The methodology, which is demonstrated with some applications to the commercial sector, not only helps the customers to integrate in flexible distribution systems but also offers the necessary economical parameters for them to integrate in electricity markets. (author)

  20. Business to business buying behaviour : An analysis and sales strategy for Aalund Customer Dialogue

    OpenAIRE

    Nurmi, Susanna

    2012-01-01

    Aalund is a Nordic market research institute that is interested in finding out more about industrial buying behaviour especially in relation to its new analyses product, Customer Dialogue. This online management tool is developed for companies that are interested in improving their business customer relations and service by measuring business customer satisfaction. Through the results of the analyses a company can discover issues that could be improven and in the end gain even more engaged bu...

  1. Product Customization

    DEFF Research Database (Denmark)

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

    For the majority of industrial companies, customizing products and services is among the most critical means to deliver true customer value and achieve superior competitive advantage. The challenge is not to customize products and services in itself – but to do it in a profitable way...... from more than 40 product configuration projects in companies providing customer tailored products and services........ The implementation of a product configuration system is among the most powerful ways of achieving this in practice, offering a reduction of the lead time for products and quotations, faster and more qualified responses to customer inquiries, fewer transfers of responsibility and fewer specification mistakes...

  2. Radiosurgery with the gamma knife; Radiochirurgie mit dem Gamma-Knife

    Energy Technology Data Exchange (ETDEWEB)

    Wowra, B.; Reulen, H.J.

    1996-05-10

    Radiosurgery is a novel modality introduced by the neurosurgeon Lars Leksell. For the most important lesions, (arteriovenous angiomas, benign tumors in the base of the skull, formation of metastases in the brain), radiosurgery is a valuable additional tool in the range of therapies available to the benefit of patients. The gamma knife has been gaining a leading rank in the range of therapies applied in Germany. (orig.) [Deutsch] Radiochirurgie ist ein neues, von dem Neurochirurgen Lars Leksell konzipiertes Prinzip. Bei den wichtigsten Indikationen (arteriovenoese Angiome, gutartige Tumoren der Schaedelbasis, Hirnmetastasen etc.) bereichert und ergaenzt die Radiochirurgie das therapeutische Arsenal der Neurochirurgie zum Vorteil der Patienten betraechtlich. Dem Gamma-Knife kommt jetzt auch in Deutschland ein prominenter Platz unter den verschiedenen radiochirurgischen Verfahren zu. (orig.)

  3. Automatic optimisation of gamma dose rate sensor networks: The DETECT Optimisation Tool

    DEFF Research Database (Denmark)

    Helle, K.B.; Müller, T.O.; Astrup, Poul

    2014-01-01

    of the EU FP 7 project DETECT. It evaluates the gamma dose rates that a proposed set of sensors might measure in an emergency and uses this information to optimise the sensor locations. The gamma dose rates are taken from a comprehensive library of simulations of atmospheric radioactive plumes from 64......Fast delivery of comprehensive information on the radiological situation is essential for decision-making in nuclear emergencies. Most national radiological agencies in Europe employ gamma dose rate sensor networks to monitor radioactive pollution of the atmosphere. Sensor locations were often...... source locations. These simulations cover the whole European Union, so the DOT allows evaluation and optimisation of sensor networks for all EU countries, as well as evaluation of fencing sensors around possible sources. Users can choose from seven cost functions to evaluate the capability of a given...

  4. When Does Salespeople’s Customer Orientation Lead to Customer Loyalty? : The Differential Effects of Relational and Functional Customer Orientation

    OpenAIRE

    Homburg, Christian; Müller, Michael; Klarmann, Martin

    2010-01-01

    Is a customer orientation universally effective for salespeople? Or does its effectiveness depend on the selling situation? While previous research has largely neglected this question, this study investigates contextual influences on the link between customer-oriented behaviors and customer loyalty. To do so, it takes a role theory perspective on salesperson customer orientation by distinguishing functional customer orientation and relational customer orientation. It then investigates which t...

  5. Enhancers and tools to improve luxury customer experience: hotel managers’ perspective

    OpenAIRE

    Veríssimo, M.; Loureiro, S. M. C.

    2014-01-01

    This study aims to explore how luxury hotels create hospitality experiences in order to examine consistency of manager’s statements. To this end, the study included a literature review to understand the major approaches used in creating customer experiences. Following this, thirty in-depth interviews were prepared and carried out with thirty international luxury hotel managers in both Brazil and Portugal. The findings reveal that personalized service, brand image, service quality, client cont...

  6. A smarter way to search, share and utilize open-spatial online data for energy R&D - Custom machine learning and GIS tools in U.S. DOE's virtual data library & laboratory, EDX

    Science.gov (United States)

    Rose, K.; Bauer, J.; Baker, D.; Barkhurst, A.; Bean, A.; DiGiulio, J.; Jones, K.; Jones, T.; Justman, D.; Miller, R., III; Romeo, L.; Sabbatino, M.; Tong, A.

    2017-12-01

    As spatial datasets are increasingly accessible through open, online systems, the opportunity to use these resources to address a range of Earth system questions grows. Simultaneously, there is a need for better infrastructure and tools to find and utilize these resources. We will present examples of advanced online computing capabilities, hosted in the U.S. DOE's Energy Data eXchange (EDX), that address these needs for earth-energy research and development. In one study the computing team developed a custom, machine learning, big data computing tool designed to parse the web and return priority datasets to appropriate servers to develop an open-source global oil and gas infrastructure database. The results of this spatial smart search approach were validated against expert-driven, manual search results which required a team of seven spatial scientists three months to produce. The custom machine learning tool parsed online, open systems, including zip files, ftp sites and other web-hosted resources, in a matter of days. The resulting resources were integrated into a geodatabase now hosted for open access via EDX. Beyond identifying and accessing authoritative, open spatial data resources, there is also a need for more efficient tools to ingest, perform, and visualize multi-variate, spatial data analyses. Within the EDX framework, there is a growing suite of processing, analytical and visualization capabilities that allow multi-user teams to work more efficiently in private, virtual workspaces. An example of these capabilities are a set of 5 custom spatio-temporal models and data tools that form NETL's Offshore Risk Modeling suite that can be used to quantify oil spill risks and impacts. Coupling the data and advanced functions from EDX with these advanced spatio-temporal models has culminated with an integrated web-based decision-support tool. This platform has capabilities to identify and combine data across scales and disciplines, evaluate potential environmental

  7. PipeCraft: Flexible open-source toolkit for bioinformatics analysis of custom high-throughput amplicon sequencing data.

    Science.gov (United States)

    Anslan, Sten; Bahram, Mohammad; Hiiesalu, Indrek; Tedersoo, Leho

    2017-11-01

    High-throughput sequencing methods have become a routine analysis tool in environmental sciences as well as in public and private sector. These methods provide vast amount of data, which need to be analysed in several steps. Although the bioinformatics may be applied using several public tools, many analytical pipelines allow too few options for the optimal analysis for more complicated or customized designs. Here, we introduce PipeCraft, a flexible and handy bioinformatics pipeline with a user-friendly graphical interface that links several public tools for analysing amplicon sequencing data. Users are able to customize the pipeline by selecting the most suitable tools and options to process raw sequences from Illumina, Pacific Biosciences, Ion Torrent and Roche 454 sequencing platforms. We described the design and options of PipeCraft and evaluated its performance by analysing the data sets from three different sequencing platforms. We demonstrated that PipeCraft is able to process large data sets within 24 hr. The graphical user interface and the automated links between various bioinformatics tools enable easy customization of the workflow. All analytical steps and options are recorded in log files and are easily traceable. © 2017 John Wiley & Sons Ltd.

  8. Online Advertising in the Tourism Industry and its Impact on Consumers: A Study to Investigate Online Advertising Tools, the Degree of Usage and Customer Preferences

    OpenAIRE

    Saß, Juliane

    2011-01-01

    The study depicts the various tools of online advertising and their effects on customers, in particular tourists to the Algarve region in Portugal. The purpose of this study is to find out about the degree of Internet usage of travelers and tourists as well as their preferences in online advertising. Furthermore, modern online marketing methods are researched and compared in order to find the most successful ones. Current trends and most effective online advertising methods are researched thr...

  9. A Collaborative Platform to Support the Enterprise 2.0 in Active Interactions with Customers

    Directory of Open Access Journals (Sweden)

    Domenico CONSOLI

    2012-01-01

    Full Text Available In recent years a new model of Enterprise 2.0, which interacts actively with customers using web 2.0 tools (chat, forum, blog, wiki, is developing. The enterprises, listening opinions and suggestions of customers, can improve the product/service. For a company, customer's opinions are very important both for the improvement of products and also for the reinforcement of the customer loyalty. The customer will be motivated to be loyal if the enterprise shows a strong attention to his/her needs. This paper presents a model of a collaborative and interactive platform that supports the Enterprise 2.0 in the management of communications and relationships with all stakeholder of the supply chain and in particular with customers. A good e-reputation of the company improves business performances.

  10. Kopernik : modeling business processes for digital customers

    OpenAIRE

    Estañol Lamarca, Montserrat; Castro, Manuel; Díaz-Montenegro, Sylvia; Teniente López, Ernest

    2016-01-01

    This paper presents the Kopernik methodology for modeling business processes for digital customers. These processes require a high degree of flexibility in the execution of their tasks or actions. We achieve this by using the artifact-centric approach to process modeling and the use of condition-action rules. The processes modeled following Kopernik can then be implemented in an existing commercial tool, Balandra.

  11. To Customize or Not to Customize? Exploring Science Teacher Customization in an Online Lesson Portal

    Science.gov (United States)

    Littenberg-Tobias, Joshua; Beheshti, Elham; Staudt, Carolyn

    2016-01-01

    New technologies are increasingly giving science teachers the ability to access and customize science lessons. However, there is substantial debate in the literature about whether and under what conditions teacher customization benefit student learning. In this study, we examined teacher customization of inquiry-based science lessons from an…

  12. Pengaruh Customer Experience Quality Terhadap Customer Satisfaction & Customer Loyalty Di Kafe Excelso Tunjungan Plaza Surabaya: Perspektif B2C

    OpenAIRE

    Senjaya, Vivie

    2013-01-01

    This study discusses about the quality of the customer experience, which is thought to affect customer satisfaction at Cafe Excelso Tunjungan Plaza Surabaya. In this study, the variable of the customer experience quality is measured through the dimensions of accessibility, competence, customer recognition, helpfulness, personalization, problem solving, promise fulfillment, and value for time. Each of these dimensions will be partially tested how it affects customer satisfaction and customer l...

  13. Analisa Pengaruh Customer Experience Terhadap Customer Loyalty Dengan Customer Engagement Dan Customer Trust Sebagai Variabel Intervening Di the Body Shop

    OpenAIRE

    Felita, Christina Irene

    2015-01-01

    Perkembangan bisnis ritel saat ini berkembang sangat pesat. Sebagai Perusahaan ritel yang bergerak di bidang beauty & personal care, The Body Shop harus memiliki keunggulan bersaing agar dapat menang dalam persaingan yang ketat. Salah satu strategi untuk menciptakan keunggulan bersaing adalah dengan memberikan customer experience yang tepat dan memuaskan sehingga dapat memanjakan mereka sebagai customer dan membuat mereka menjadi customer yang loyal. Penelitian ini dilakukan untuk mengan...

  14. Enhancing User Customization through Novel Software Architecture for Utility Scale Solar Siting Software

    Energy Technology Data Exchange (ETDEWEB)

    Brant Peery; Sam Alessi; Randy Lee; Leng Vang; Scott Brown; David Solan; Dan Ames

    2014-06-01

    There is a need for a spatial decision support application that allows users to create customized metrics for comparing proposed locations of a new solar installation. This document discusses how PVMapper was designed to overcome the customization problem through the development of loosely coupled spatial and decision components in a JavaScript plugin architecture. This allows the user to easily add functionality and data to the system. The paper also explains how PVMapper provides the user with a dynamic and customizable decision tool that enables them to visually modify the formulas that are used in the decision algorithms that convert data to comparable metrics. The technologies that make up the presentation and calculation software stack are outlined. This document also explains the architecture that allows the tool to grow through custom plugins created by the software users. Some discussion is given on the difficulties encountered while designing the system.

  15. Formation properties from high resolution neutron activation gamma-ray spectra

    International Nuclear Information System (INIS)

    Mellor, D.W.; Underwood, M.C.

    1985-01-01

    A neutron activation logging tool has been developed comprising a Five Curie /sup 241/ Am-Be neutron source and a large n-type hyper-pure germanium gamma-ray detector. The tool maintains a constant temperature cryogenic environment for periods in excess of twenty hours. No liquid nitrogen or other consumable material is used in the operating or recharging stages. A large calibration tank in simulated well-bore geometry has been constructed with sand bodies saturated with oil and low salinity water (14,000 ppm NaCl). In the water zone prompt neutron capture gamma-rays from silicon, hydrogen and chlorine were prominent; gamma-rays from inelastic scattering on oxygen and silicon were detected. No gamma-rays arising from inelastic scattering on carbon were detected. These data have been interpreted to yield the porosity, fluid saturations, salinity and matrix composition. In the oil zone, gamma-rays arising from inelastic scattering on oxygen, silicon and carbon were detected. The intensity of the carbon line was very poor, and inadequate for quantitative purposes

  16. Customer retention through supplier-organization-customer relationship management

    OpenAIRE

    Žvirelienė, Renata; Bučiūnienė, Ilona; Škudienė, Vida; Sakalas, Algimantas

    2009-01-01

    The research objective was to assess the relationship marketing outputs' (internal relationship, relationship with customer, relationship with supplier) interrelationship and their relationship with customers' retention. The internal and external relationship dimensions of commitment, satisfaction, trust, communication, cooperation and empathy were used to measure supplier-organization-customer relationship strength. The survey was conducted in cargo vehicles trading industry companies in Lit...

  17. Simulations of a spectral gamma-ray logging tool response to a surface source distribution on the borehole wall

    International Nuclear Information System (INIS)

    Wilson, R.D.; Conaway, J.G.

    1991-01-01

    We have developed Monte Carlo and discrete ordinates simulation models for the large-detector spectral gamma-ray (SGR) logging tool in use at the Nevada Test Site. Application of the simulation models produced spectra for source layers on the borehole wall, either from potassium-bearing mudcakes or from plate-out of radon daughter products. Simulations show that the shape and magnitude of gamma-ray spectra from sources distributed on the borehole wall depend on radial position with in the air-filled borehole as well as on hole diameter. No such dependence is observed for sources uniformly distributed in the formation. In addition, sources on the borehole wall produce anisotropic angular fluxes at the higher scattered energies and at the source energy. These differences in borehole effects and in angular flux are important to the process of correcting SGR logs for the presence of potassium mudcakes; they also suggest a technique for distinguishing between spectral contributions from formation sources and sources on the borehole wall. These results imply the existence of a standoff effect not present for spectra measured in air-filled boreholes from formation sources. 5 refs., 11 figs

  18. Sustainable training for customs officer involved in illicit nuclear trafficking detection: national solutions

    International Nuclear Information System (INIS)

    Paredes Gilisman, Jorge Luis; Lopez Forteza, Yamil

    2008-01-01

    Full text: The illicit nuclear trafficking detection capabilities demand adequate training, cooperation and equipment. Often customs personnel changing takes place in our countries. A sustainable training strategy should be implemented for avoiding forfeit on detection capabilities. Cuba, not excluded from this particular, designed an Action Plan to provide Customs authorities with basic tools for their own training. The Nuclear Regulatory Authority developed three main addresses: initial training, development of e-tools and preparation of train-of-trainers. Experiences, outcomes and challenges are shown in the present paper. In a simple, quick and not expensive way answer has been given to a national sustainable training strategy. (author)

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

    NARCIS (Netherlands)

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

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

  20. Customer Engagement as a New Perspective in Customer Management

    NARCIS (Netherlands)

    Verhoef, Peter C.; Reinartz, Werner J.; Krafft, Manfred

    Since 2000, customer management (CM) research has evolved and has had a significant impact on the marketing discipline. In an increasingly networked society where customers can interact easily with other customers and firms through social networks and other new media, the authors propose that

  1. The Relationship Between the Customer Relationship Management and Patients’ Loyalty to Hospitals

    Science.gov (United States)

    Hajikhani, Shadi; Tabibi, Seyed Jamaledin; Riahi, Leila

    2016-01-01

    Background and Aim: Customer Relationship Management (CRM) with its various components has been considered as a tool causing customers’ loyalty. The present study aims to investigate the relationship between the various components of customer relationship management and patients’ loyalty to the place of their treatment. Methods: This cross sectional and descriptive-analytical study was conducted among nurses and hospitalized patients in inpatient wards in selected hospitals in 2014. Using the stratified random sampling method, 224 valid and reliable researcher-drafted questionnaires were completed for CRM by nurses and 359 questionnaires were completed by patients for patients’ loyalty in the studied wards. Data were analyzed using the SPSS20 software. Results: There was no statistically significant relationship between the level of patients’ loyalty and organizational indicators, information technology and knowledge management (P Value>0.05). However, there was a statistically significant relationship between loyalty and the dimensions of the service process (P Value=0.04), human resources (P Value=0.002) and CRM (P Value=0.038). The strength of these relationships were 34, 40 and 36 percent, respectively all of which were positive. Conclusion: Customer Relationship Management is a tool for improving influencing factors on patients’ satisfaction and loyalty. Therefore, attempts to implement customer relationship management as a process for improving hospitals performance and improving communication between service providers in hospitals and customers leading to enhance patients’ loyalty should be taken into account by managers and policy makers in the health sectors. PMID:26493416

  2. VISMASHUP: streamlining the creation of custom visualization applications

    Energy Technology Data Exchange (ETDEWEB)

    Ahrens, James P [Los Alamos National Laboratory; Santos, Emanuele [UNIV OF UTAH; Lins, Lauro [UNIV OF UTAH; Freire, Juliana [UNIV OF UTAH; Silva, Cl' audio T [UNIV OF UTAH

    2010-01-01

    Visualization is essential for understanding the increasing volumes of digital data. However, the process required to create insightful visualizations is involved and time consuming. Although several visualization tools are available, including tools with sophisticated visual interfaces, they are out of reach for users who have little or no knowledge of visualization techniques and/or who do not have programming expertise. In this paper, we propose VISMASHUP, a new framework for streamlining the creation of customized visualization applications. Because these applications can be customized for very specific tasks, they can hide much of the complexity in a visualization specification and make it easier for users to explore visualizations by manipulating a small set of parameters. We describe the framework and how it supports the various tasks a designer needs to carry out to develop an application, from mining and exploring a set of visualization specifications (pipelines), to the creation of simplified views of the pipelines, and the automatic generation of the application and its interface. We also describe the implementation of the system and demonstrate its use in two real application scenarios.

  3. [Customer and patient satisfaction. An appropriate management tool in hospitals?].

    Science.gov (United States)

    Pawils, S; Trojan, A; Nickel, S; Bleich, C

    2012-09-01

    Recently, the concept of patient satisfaction has been established as an essential part of the quality management of hospitals. Despite the concept's lack of theoretical and methodological foundations, patient surveys on subjective hospital experiences contribute immensely to the improvement of hospitals. What needs to be considered critically in this context is the concept of customer satisfaction for patients, the theoretical integration of empirical results, the reduction of false satisfaction indications and the application of risk-adjusted versus naïve benchmarking of data. This paper aims to contribute to the theoretical discussion of the topic and to build a basis for planning methodologically sound patient surveys.

  4. 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.

  5. Investigating Customers' Experiences with Their Financial Services Customer Education Programs as It Impacts Customer Loyalty to the Financial Firm

    Science.gov (United States)

    Islam, Kaliym A.

    2017-01-01

    The problem addressed in this study was that customer education programs are intended to strengthen customer loyalty; however, research on the effects of customer education on customer loyalty remains insufficient. This phenomenological study investigated how the lived experiences of customers' participating in financial services' customer…

  6. Developing a customer-centric digital marketing communication strategy : Commissioner Salusfin Oy

    OpenAIRE

    Lokteva, Daria

    2015-01-01

    The present study relates to the field of digital marketing communication. The purpose of the study is to create a customer-centric digital marketing communication strategy for Salusfin, a technological start-up company in need of an effective digital strategy. The key issue of the study is to provide an insight on how digital marketing communication tools can fulfil the needs and benefit the company while adding value for the customers. The research questions addressed in the study are 1. Wh...

  7. Customer Satisfaction and Customer Loyalty as Predictors of Future Business Potential

    DEFF Research Database (Denmark)

    Eskildsen, Jacob Kjær; Kristensen, Kai

    2007-01-01

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

  8. Managing customer knowledge

    OpenAIRE

    2013-01-01

    M. Phil. (Information Management) Customer relationship management has been exposed as a strategic failure, unveiling only customer dissatisfaction. A new method for managing customers is consequently required. The effect of the knowledge economy has brought about a change in global orientation, in the focus on customer wants and needs to increase satisfaction. There was then a shift in focus from information to knowledge. In such an economy, the customer knowledge management strategy, as ...

  9. Customer satisfaction measurement in emergency medical services.

    Science.gov (United States)

    Kuisma, Markku; Määttä, Teuvo; Hakala, Taisto; Sivula, Tommi; Nousila-Wiik, Maria

    2003-07-01

    The annual patient volume in emergency medical services (EMS) systems is high worldwide. However, there are no comprehensive studies on customer satisfaction for EMS. The authors report how a customer satisfaction survey on EMS patients was conducted, the results, and the possible causes for dissatisfaction. Two prospective customer satisfactions surveys were conducted in an urban EMS system. Consecutive patients treated by EMS received a postal questionnaire approximately two weeks after service. Satisfaction was measured in a scale from 1 (very poor) to 5 (excellent). Neither EMS personnel nor patients were made aware prospectively that patient satisfaction would be measured. Response rates to the surveys were 36.8% (432/1,175) in 2000 and 40.0% (464/1,150) in 2002. The mean general grades for the service were 4.6 and 4.5, respectively. Patients reported the highest degree of dissatisfaction when they were not taken to their hospital of choice, when they perceived that the paramedics were not able to meet their needs, and when paramedics did not introduce themselves or communicate directly with the patient's relatives. In high-volume calls (i.e., frequent chief complaints), the general satisfaction was highest in patients with arrhythmias, breathing difficulties, and hypoglycemia. Patients with drug overdose included the highest proportion of unsatisfied patients. None of the background variables (e.g., gender, transport decision, working shift) was statistically related to general patient satisfaction. This study shows that customer satisfaction surveys can be successfully conducted for EMS. EMS systems should consider routinely using customer satisfaction surveys as a tool for quality measurement and improvement.

  10. PERCEPTION OF CUSTOMER SATISFACTION AND HEALTHCARE SERVICE QUALITY IN THE CONTEXT OF BANGLADESH

    Directory of Open Access Journals (Sweden)

    M. Ahsan Akhtar Hasin

    2011-09-01

    Full Text Available Purpose - Healthcare service quality and customer satisfaction have been a major research issue over the decade. Customer satisfaction ha s been measured by different researchers under varied environment. A s environment varies, desires of customers and the perception of satisfaction vary. As a result, a major issue is to define the complex nature of customer satisfaction under varied environment. On the other hand, a compromising trade-off is required in operational cost in the wake of increase in cost t o uplift service quality. This research addressed the issue from the context o f Bangladesh. Design/methodology/approach - This research used SERVQUAL, which is a very powerful tool to measure service quality. The study utilized the benefit of hierarchical nature of satisfaction. Service quality was analyzed fro m customers' view point, as well as the service providers, such as doctor s nurses, etc. Finally hypothesis tests we re performed to investigate into the possibility of relationships among the affecting quality parameters and the output service. This analysis was based on customer's perception, as well a s expectation. Findings - The research found the values of service quality parameters, such as tangibles, doctoral service, nursing, infrastructure and management. Th e established fact of dependence of perception of quality on culture has bee n proved once again. The relationship among conflicting parameters were also found using hypothesis testing. Although the study was conducted in the context o f Bangladesh, the analysis procedure is well applicable to other countries. Originality/value - The study proved that the hierarchical nature o f satisfaction can well be analyzed using the powerful tool of SERVQUAL. Th e dependence of customer satisfaction on service quality has been assumed t o be a function of market segmentation and customer perception. This result can guide many of the future research works in further analysis of

  11. Smart Automation, Customer Experience and Customer Engagement in Electric Vehicles

    Directory of Open Access Journals (Sweden)

    Asad Ullah

    2018-04-01

    Full Text Available A major challenge to cleaner and more sustainable transportation is the lack of adoptability of electric vehicles (EVs by customers. Therefore, most of the vehicles we see on the road use fossil fuel instead of sustainable green energy sources. One way to improve customer acceptance is to market EVs as a socially desirable product, rather than only environmentally friendly. The silver lining to promote is the potential of information and communications technology (ICT features in EVs, which can lead to a deeper connection between the EVs and their users. These engaging technologies can bring customers closer to the company, resulting in generating big data, which can lead to even deeper insights into customer preferences. Because the technology of vehicle connectivity and automation is just taking off, it is important to understand how these technologies in EVs can enhance customer experiences and result in sustainable customer engagement. Unfortunately, this important research area remains neglected. This research, therefore, is focused on building a conceptual framework for understanding the influence of electric vehicle (EV automation and connectivity on customer experience, and ultimately, customer engagement.

  12. PRISMA as a quality tool for promoting customer satisfaction in the telecommunications industry

    NARCIS (Netherlands)

    Dye, J.; Schaaf, van der T.W.

    2002-01-01

    Near-miss event reporting systems have a successful history in managing risk in industries such as medicine, aviation, nuclear power, and the petrochemical industry. By treating events of customer dissatisfaction as accidents, near-miss event reporting systems designed to reduce risks to safety in

  13. The benefits of customer profitability analysis in the hospitality industry

    Directory of Open Access Journals (Sweden)

    Dragan Georgiev

    2017-03-01

    Full Text Available The article reveals the benefits of customer profitability analysis implementation according to the specifics of the hotel product and the state of the management accounting in hotels. On this basis is substantiated the necessity management accounting and information systems in the hotels to be anteriorly adapted and developed in relevance with the objectives and methodological tools of customer profitability analysis, while keeping their function in collecting information for operational revenues and costs by responsibility centers. A model for customer profitability analysis based on ABC method is proposed in this connection, providing an example to clarify its methodological aspects and benefits. The latter consist in providing information for the purposes of taking a variety of management decisions regarding costs, product mix, pricing, performance measurement and implementation of various marketing initiatives.

  14. The customs issues of the European Union and Serbia: The customs base

    Directory of Open Access Journals (Sweden)

    Vranješ Mile

    2012-01-01

    Full Text Available Regulation (EC No 450/2008 of the European Parliament and of the Council of 23 April 2008 laying down the Community Customs Code (Modernized Customs Code, Council Regulation (EEC No 2913/92 of 12 October 1992 establishing the Community Customs Code, The Customs Law of Serbia of 26 March 2010 in a very detailed and extensive way regulate customs base. These legal documents envisage the methods of determination of customs value: the primary ones, which are based on the transaction value, but also the secondary ones, which are based on other methods for determination of customs value of goods. The customs services of the EU Member States have on their disposal six methods for determination of customs value of goods. Those methods in the mentioned acts of the EU and Serbia are transposed from the Article VII of the General Agreement on Tariffs and Trade 1994 and Agreement on Implementation of Article VII of the General Agreement on Tariffs and Trade 1994. The fact that mentioned acts of the EU and Serbia request that the customs value of goods must be clearly and precisely determined, that means to be determined in the same way, is understandable because the customs base is one of the most significant elements of customs. There are many reasons for that: in a certain way, the customs base is in relation with all other elements of customs structure; from the procedure in which the customs base is determined, that means from its universality depends the amount of income which will the EU and Serbia, on that ground, collect to finance public expenditure predicted in the budget; and most of the customs on the imported goods in the EU is determined ad valorem.

  15. The Impact Of Self-Service Technology On Customer Satisfaction Of Online Stores

    Directory of Open Access Journals (Sweden)

    Mohammad Sedighimanesh

    2017-07-01

    Full Text Available In todays business environment which unable to meet the needs of the customer without modern technology providing quality and efficient services plays a critical role in attracting and maintain the customers. One of these attractive technologies is self-service services. Therefore in this study Expectation-confirmation model in the context of IT has been employed to investigate the effect of self-service technology on customer satisfaction. This model is widely used in the field of online technology. This is a descriptive study and The data gathering tool is two technological questionnaires self-service and customer satisfaction that were distributed among 369 people of available customers of the online store of Tehran which have an electronic symbolafter confirming the validity and reliability. The analysis of research data was performed using spss21 and Amos 21 software and structural equation modeling indicated that all model assumptions have been confirmed Conceptual model in the considered population is verified and has comprehensiveness.

  16. USER REQUIREMENTS CUSTOMIZATION AND ATTRACTIVE QUALITY CREATION FOR DESIGN IMPROVEMENT ATTRIBUTES

    Directory of Open Access Journals (Sweden)

    Ismail Wilson Taifa

    2017-03-01

    Full Text Available The aim of this paper was to customize user requirements and quality creation for design improvement of furniture. The major purpose has been achieved with the use of Quality Function Deployment technique and Kano Model. The study involved 564 students from 3 engineering colleges. Extensive user requirements were identified with the help of Questionnaires. The use of House of Quality, Kano Model and Pareto Diagram helped in prioritizing all important features which are needed in customizing user requirements. The prioritized requirements include ergonomic design, desk adjustability, comfortability, product corners (sharp corners and latest material. All these factors both got high relative and absolute weight. Therefore, more engineering efforts need to be directed towards these requirements for achieving user customization for design improvement. The developed House of Quality with the help of Kano Model results has proved to be a good tool in customizing user requirements.

  17. Customer service in libraries best practices

    CERN Document Server

    Harmon, Charles

    2013-01-01

    In this book, nine librarians from across the country describe their libraries' best practices in this key area. Their contributions range from all-encompassing customer service policies and models any library can both adapt and be proud of to micro-approaches that emphasize offering excellent user-focused technology planning, picture book arrangement with patrons in mind, Web 2.0 tools to connect users with the library, establishing good service delivery chains, and making your library fantastic for homeschoolers.

  18. EFEK CUSTOMER CUSTOMER INTERACTION TERHADAP SATISFACTION DAN WORD OF MOUTH PADA HOTEL MANDARIN ORIENTAL

    Directory of Open Access Journals (Sweden)

    Putri Hijir

    2016-08-01

    Full Text Available The background of this research was the effect of Customer to Customer Interaction affect satisfaction, word of mouth, in mandarin oriental hotel. The objective of this research is to examine the impact of Customer satisfaction, Service Atmosphere, Personal Interaction, Customer Customer Interaction, Word of Mouth. The design of this research applies primary data obtained by distributing questionnaires to 200 customer who are using Mandarin Oriental Hotel. Data analysis method used in this research is Structural Equation Model (SEM. The result of this research there is positive impact Personal Interaction Quality toward customer Satisfaction, there is positive impact Service Atmosphere toward Customer Satisfaction, there is positive impact Service atmosphere toward Customer Customer Interaction, there is positive impact Customer Customer Interaction toward Customer Satisfaction, there is positive impact Customer Customer Interaction toward Word of Mouth, there is positive impact Customer Satisfaction toward Word of Mouth.

  19. Benefitting from virtual customer environments: An empirical study of customer engagement

    NARCIS (Netherlands)

    Verhagen, T.; Swen, E; Feldberg, J.F.M.; Merikivi, J.

    2015-01-01

    Customer engagement has been labeled as a prerequisite for the success of virtual customer environments. A key challenge for organizations serving their customers via these environments is how to stimulate customer engagement. This study is among the first to shed light on this issue by examining

  20. The impact of the customer relationship management on organizational productivity, customer trust and satisfaction by using the structural equation model: A study in the Iranian hospitals.

    Science.gov (United States)

    Yaghoubi, Maryam; Asgari, Hamed; Javadi, Marzieh

    2017-01-01

    One of the challenges in the fiercely competitive space of health organizations is responding to customers and building trust and satisfaction in them in the shortest time, with best quality and highest productivity. Hence the aim of this study is to survey the impact of customer relationship management (CRM) on organizational productivity, customer loyalty, satisfaction and trust in selected hospitals of Isfahan (in Iran). This study is a correlation descriptive research. Study population was the nurses in selected hospitals of Isfahan and the sampling has been conducted using stratified random method. Data collection tool is a researcher-made questionnaire of CRM and its effects (organizational productivity, customer loyalty, satisfaction and trust) which its validity and reliability has been confirmed by researchers. Structural equation method was used to determine the impact of variables. Data analysis method was structural equation modeling and the software used was SPSS version 16 (IBM, SPSS, 2007 Microsoft Corp., Bristol, UK) and AMOS version 18 (IBM, SPSS, 2010 Microsoft Corp, Bristol, UK). Among the dimensions of CRM, diversification had the highest impact (0.83) and customer acquisition had the lowest (0.57) CRM, had the lowest impact on productivity (0.59) and the highest effect on customer satisfaction (0.83). For the implementation of CRM, it is necessary that the studied hospitals improve strategies of acquiring information about new customers, attracting new customers and keeping them and communication with patients outside the hospital and improve the system of measuring patient satisfaction and loyalty.

  1. Customer relationship management

    OpenAIRE

    Gudeliūnas, Mindaugas

    2016-01-01

    My name is Mindaugas Gudeliūnas. My bachelors thesis topic is "Customer Relationship Management". The main goal of my work was to investigate customers relationship management and to create modern system, which is fast, easy to use and made for small business. Customer relationship management is really beneficial for a lot of companies. It can make your relationships with a customer more reliable and loyal, it can automate a lot of processes, which are related to customer management, human re...

  2. Case study: the health SmartLibrary experiences in web personalization and customization at the Galter health sciences library, Northwestern University.

    Science.gov (United States)

    Shedlock, James; Frisque, Michelle; Hunt, Steve; Walton, Linda; Handler, Jonathan; Gillam, Michael

    2010-04-01

    How can the user's access to health information, especially full-text articles, be improved? The solution is building and evaluating the Health SmartLibrary (HSL). The setting is the Galter Health Sciences Library, Feinberg School of Medicine, Northwestern University. The HSL was built on web-based personalization and customization tools: My E-Resources, Stay Current, Quick Search, and File Cabinet. Personalization and customization data were tracked to show user activity with these value-added, online services. Registration data indicated that users were receptive to personalized resource selection and that the automated application of specialty-based, personalized HSLs was more frequently adopted than manual customization by users. Those who did customize customized My E-Resources and Stay Current more often than Quick Search and File Cabinet. Most of those who customized did so only once. Users did not always take advantage of the services designed to aid their library research experiences. When personalization is available at registration, users readily accepted it. Customization tools were used less frequently; however, more research is needed to determine why this was the case.

  3. 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)

  4. Customer Segmentation by Factors Influencing Brand Loyalty and Customer Involvement

    OpenAIRE

    Tereza Vebrová; Kateřina Venclová; Stanislav Rojík

    2016-01-01

    Brand loyalty and customer involvement are two important concepts that help explain and understand a significant part of consumer shopping behavior. The aim of the present work is to identify factors influencing brand loyalty and customer involvement. A further aim is to consider subsequent segmentation of customers with respect to different degrees of brand loyalty and customer involvement. The research was focused on the field of Czech telecommunication services – mobile operators. Primary ...

  5. Maximum Potential Score (MPS: An operating model for a successful customer-focused strategy.

    Directory of Open Access Journals (Sweden)

    Cabello González, José Manuel

    2015-12-01

    Full Text Available One of marketers’ chief objectives is to achieve customer loyalty, which is a key factor for profitable growth. Therefore, they need to develop a strategy that attracts and maintains customers, giving them adequate motives, both tangible (prices and promotions and intangible (personalized service and treatment, to satisfy a customer and make him loyal to the company. Finding a way to accurately measure satisfaction and customer loyalty is very important. With regard to typical Relationship Marketing measures, we can consider listening to customers, which can help to achieve a competitive sustainable advantage. Customer satisfaction surveys are essential tools for listening to customers. Short questionnaires have gained considerable acceptance among marketers as a means to achieve a customer satisfaction measure. Our research provides an indication of the benefits of a short questionnaire (one/three questions. We find that the number of questions survey is significantly related to the participation in the survey (Net Promoter Score or NPS. We also prove that a the three question survey is more likely to have more participants than a traditional survey (Maximum Potential Score or MPS . Our main goal is to analyse one method as a potential predictor of customer loyalty. Using surveys, we attempt to empirically establish the causal factors in determining the satisfaction of customers. This paper describes a maximum potential operating model that captures with a three questions survey, important elements for a successful customer-focused strategy. MPS may give us lower participation rates than NPS but important information that helps to convert unhappy customers or just satisfied customers, into loyal customers.

  6. A review of the customer lifetime value as a customer profitability measure in the context of customer relationship management

    Directory of Open Access Journals (Sweden)

    Raphael Damm

    2011-11-01

    Full Text Available Purpose: A number of customer metrics allow estimating customer profitability with methods such as the Customer Lifetime Value (CLV. However, investments in customer relationships carry the potential risk to destroy value and reduce profitability when based on incorrect estimates of customer profitability. Therefore, estimating future customer value correctly is essential to allocate marketing expenditures in the most effective way. In this article recent literature about the CLV is reviewed in order to assess its ability as a customer profitability measure. Besides the financial perspective of the CLV, non-financial perspectives such as customer advocacy, (customer or open innovation and learning have been identified to have an impact on customer profitability. How to properly estimate a customer’s value taking all relevant value creating factors, financial as well as non-financial, into account is the underlying research question.Design/methodology/approach: This research is based on the review of a number of theoretical and empirical articles published between 1990 and 2010. The aggregation of measures, key-drivers and risks of each key-perspective of the customer relationship contributes to the development of a more systematic understanding of the value creation process and provides answers to the research question. Indirect effects of the CLV as a source of value have received increasing attention in previous research but are not sufficiently accounted for by mainstream methods for valuing customers (Ryals, 2008. Therefore, the attempt to structure available knowledge on indirect effects of the CLV in its contextual setting is made.Findings: This research is concluded providing evidence that one-dimensional calculations of the CLV deliver an incomplete picture of the customer relationship and estimate customer profitability incorrectly. This supports the idea of a multidimensional CLV approach that accounts for interrelated key

  7. What drives customer participation in loyalty programs?

    OpenAIRE

    Hörold, Maïté

    2017-01-01

    Relationship marketing, both in research and in practice, has increasingly gained in importance over the last decades and loyalty programs have become a widely used customer relationship management tool. Despite considerable interest and investment in loyalty programs, the number of active members remains relatively low and the impact of loyalty programs on company profitability is more than often called into question. This research studies customers’ attitude and behaviour towards loyalty pr...

  8. Assessing Customer Satisfaction at the NIST Research Library: Essential Tool for Future Planning

    Science.gov (United States)

    Liu, Rosa; Allmang, Nancy

    2008-01-01

    This article describes a campus-wide customer satisfaction survey undertaken by the National Institute of Standards and Technology (NIST) Research Library in 2007. The methodology, survey instrument, data analysis, results, and actions taken in response to the survey are described. The outcome and recommendations will guide the library both…

  9. The role of customs services and World Customs Organization (WCO)'s enforcement programme to combat nuclear and other radioactive materials smuggling

    International Nuclear Information System (INIS)

    Saka, E.

    1999-01-01

    The World Customs Organization (established as the Customs Co-operation Council in 1952) is an independent inter-governmental body with world-wide membership (150) whose enforcement mission could be summarized as 'to assist its Members in strengthening their enforcement measures through training and technical programmes designed to combat Customs offences', which also include nuclear and other radioactive materials smuggling. One of the best strategies for an effective fight against illicit trafficking in nuclear and other radioactive materials is to stop their illegal movement at the national border before entering or leaving the country. From this point, Customs services are unique governmental cross-border control agencies, which are mostly located at national cross-border checking points. In addition to this local advantage, Customs expertise and authority in checking documents, goods, vehicles and passengers deserve special mentioning. It should also be noted that Customs services have great experience on how to combat and respond to transnational crime and criminals. On the other hand, in order to maximize on their experience, they should be furnished with sufficient authority for investigation, detection equipment and supported through relevant training programmes. In line with the request made by Member States, the World Customs Organization (WCO) Secretariat has recently developed an enforcement programme on combating nuclear and other radioactive materials smuggling. This programme is based on awareness raising, development of training materials, designing training programmes, promoting exchange of information and improving co-operation at all levels. The WCO Database, the WCO Regional Intelligence Liaison (RILO) project and WCO bilateral and multilateral co-operative initiatives are three key tools which enable Customs administrations to develop accurate, timely and rapid exchange of information and intelligence. Within the concept of international co

  10. Customer Segmentation by Factors Influencing Brand Loyalty and Customer Involvement

    Directory of Open Access Journals (Sweden)

    Tereza Vebrová

    2016-01-01

    Full Text Available Brand loyalty and customer involvement are two important concepts that help explain and understand a significant part of consumer shopping behavior. The aim of the present work is to identify factors influencing brand loyalty and customer involvement. A further aim is to consider subsequent segmentation of customers with respect to different degrees of brand loyalty and customer involvement. The research was focused on the field of Czech telecommunication services – mobile operators. Primary data were acquired through the method of questionnaire survey. In total, the questionnaire was completed by 340 respondents, of which 319 respondents owned their mobile phones for private purposes only. For more accurate interpretation of the identified factors the Exploratory Factor Analysis method was used. Four factors of brand loyalty were extracted, which account for 75 % of the variability of the original parameters: (1 Cognitive affective loyalty, (2 Trustworthiness, (3 Attitudinal loyalty and (4 Commitment and three factors of customer involvement were found to account for 71 % variability of the original parameters: (1 Social involvement, (2 Centrality, (3 Importance. High loyalty customers mostly have only one SIM card and 73 % of them use a tariff. In a further group of highly involved customers own from 80 % only one SIM card. This study forms part of a research programme investigating the influence of customer involvement on brand loyalty.

  11. Optimized Design of Spacing in Pulsed Neutron Gamma Density Logging While Drilling

    Directory of Open Access Journals (Sweden)

    ZHANG Feng;HAN Zhong-yue;WU He;HAN Fei

    2016-10-01

    Full Text Available Radioactive source, used in traditional density logging, has great impact on the environment, while the pulsed neutron source applied in the logging tool is more safety and greener. In our country, the pulsed neutron-gamma density logging technology is still in the stage of development. Optimizing the parameters of neutron-gamma density instrument is essential to improve the measuring accuracy. This paper mainly studied the effects of spacing to typical neutron-gamma density logging tool which included one D-T neutron generator and two gamma scintillation detectors. The optimization of spacing were based on measuring sensitivity and counting statistic. The short spacing from 25 to 35 cm and long spacing from 60 to 65 cm were selected as the optimal position for near and far detector respectively. The result can provide theoretical support for design and manufacture of the instrument.

  12. 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)

  13. Identification with the retail organization and customer-perceived employee similarity: effects on customer spending.

    Science.gov (United States)

    Netemeyer, Richard G; Heilman, Carrie M; Maxham, James G

    2012-09-01

    Two constructs important to academicians and managers are the degree to which employees and customers identify with an organization, employee organizational identification (employee OI) and customer-company identification (customer identification), respectively. This research examines the effects of these identification constructs and the related construct of customer perceived similarity to employees on customer spending. Via a 1-year multilevel study of 12,047 customers and 1,464 store employees (sales associates) covering 212 stores of a specialty apparel retailer, our study contributes to the literature in 2 critical ways. First, we expand the theoretical network of employee OI and customer identification by examining the related construct of a customer's perceived similarity to store employees. We examine the incremental (not fully mediated) main and interaction effects of customer-perceived similarity to employees and employee OI on customer spending. Second, we examine the effect of customer identification on customer spending relative to the effect of customer satisfaction on customer spending. Thus, our study also contributes by demonstrating a potential complementary route to achieve customer spending (customer identification), a route that may be more readily affected by management than the efforts required for a sustained increase in customer satisfaction. Implications for academics and managers are offered.

  14. Customer satisfaction and competencies

    DEFF Research Database (Denmark)

    Gritti, Paola; Foss, Nicolai Juul

    We empirically address how customer satisfaction and loyalty in the banking industry may affect profitability. This helps to identify the strategy and competencies necessary to benefit from customer relationships which are important sources for improved performance in the banking. We do......, loyalty is a mediator between financial and not-financial customer value and two sources of customer satisfaction, namely relationships with the front office and the branch, on the one hand, and the products offered, on the other....... this by analyzing data collected on 2,105 customers of 118 branches of one of the biggest banks of an Italian banking group. We find that customer satisfaction impacts loyalty, which in turn has a direct effect on financial and non-financial customer value/total customer value/complex customer value. Moreover...

  15. Customer Relationship Malevolence: A Reflection on Accounting, Marketing and Customer Valuation

    Directory of Open Access Journals (Sweden)

    Kenneth Weir

    2014-10-01

    Full Text Available Ideas centring on knowing and understanding the customer have been core concerns of business since the 1960s. As a result, several attempts to understand the customer have been devised, leading to the generation of data collection systems and calculative technologies that try to provide numerical understanding of the customer, which now lies at the heart of contemporary customer management schemes. However, these technologies can produce several social consequences. This paper discusses valuation metrics used in customer management systems and outlines the negative issues that can result from widespread usage.

  16. Decision support for customers in electronic environments

    Directory of Open Access Journals (Sweden)

    František Dařena

    2011-01-01

    Full Text Available Due to the rapid spread of computer technologies into day-to-day lives many purchases or purchase-related decisions are made in the electronic environment of the Web. In order to handle information overload that is the result of the availability of many web-based stores, products and services, consumers use decision support aids that help with need recognition, information retrieval, filtering, comparisons and choice making. Decision support systems (DSS discipline spreads about 40 years back and was mostly focused on assisting managers. However, online environments and decision support in such environments bring new opportunities also to the customers. The focus on decision support for consumers is also not investigated to the large extent and not documented in the literature. Providing customers with well designed decision aids can lead to lower cognitive decision effort associated with the purchase decision which results in significant increase of consumer’s confidence, satisfaction, and cost savings. During decision making process the subjects can chose from several methods (optimizing, reasoning, analogizing, and creating, DSS types (data-, model-, communication-, document-driven, and knowledge-based and benefit from different modern technologies. The paper investigates popular customer decision making aids, such as search, filtering, comparison, ­e-negotiations and auctions, recommendation systems, social network systems, product design applications, communication support etc. which are frequently related to e-commerce applications. Results include the overview of such decision supporting tools, specific examples, classification according the way how the decisions are supported, and possibilities of applications of progressive technologies. The paper thus contributes to the process of development of the interface between companies and the customers where customer decisions take place.

  17. Enabling Mass Customization in Engineer-To-Order Industries

    DEFF Research Database (Denmark)

    Bonev, Martin

    general capabilities to facilitate mass customization in engineer-to-order firms. The established understanding is complemented with interviews of practitioners from 18 engineering companies to obtain further insight into essential aspects of the research field. Based on the gained experience, eleven...... empirical studies have been conducted to develop relevant concepts and methods aiming at enhancing the identified capabilities. This close collaboration with industries ranging from construction to process plants and machinery applications promoted the development of a practical tool, termed Integrated...... Design Model (IDM). The IDM tool integrates adjacency matrixes, node-link diagrams and generic modelling methods, to improve the explicitness and visibility of architectures. Connected to advanced expert systems, such as product configuration systems, the tool enables a formalized procedure for managing...

  18. Towards a global network of gamma-ray detector calibration facilities

    Science.gov (United States)

    Tijs, Marco; Koomans, Ronald; Limburg, Han

    2016-09-01

    Gamma-ray logging tools are applied worldwide. At various locations, calibration facilities are used to calibrate these gamma-ray logging systems. Several attempts have been made to cross-correlate well known calibration pits, but this cross-correlation does not include calibration facilities in Europe or private company calibration facilities. Our aim is to set-up a framework that gives the possibility to interlink all calibration facilities worldwide by using `tools of opportunity' - tools that have been calibrated in different calibration facilities, whether this usage was on a coordinated basis or by coincidence. To compare the measurement of different tools, it is important to understand the behaviour of the tools in the different calibration pits. Borehole properties, such as diameter, fluid, casing and probe diameter strongly influence the outcome of gamma-ray borehole logging. Logs need to be properly calibrated and compensated for these borehole properties in order to obtain in-situ grades or to do cross-hole correlation. Some tool providers provide tool-specific correction curves for this purpose. Others rely on reference measurements against sources of known radionuclide concentration and geometry. In this article, we present an attempt to set-up a framework for transferring `local' calibrations to be applied `globally'. This framework includes corrections for any geometry and detector size to give absolute concentrations of radionuclides from borehole measurements. This model is used to compare measurements in the calibration pits of Grand Junction, located in the USA; Adelaide (previously known as AMDEL), located in Adelaide Australia; and Stonehenge, located at Medusa Explorations BV in the Netherlands.

  19. Social Networking Sites as a Learning Tool

    Science.gov (United States)

    Sanchez-Casado, Noelia; Cegarra Navarro, Juan Gabriel; Wensley, Anthony; Tomaseti-Solano, Eva

    2016-01-01

    Purpose: Over the past few years, social networking sites (SNSs) have become very useful for firms, allowing companies to manage the customer-brand relationships. In this context, SNSs can be considered as a learning tool because of the brand knowledge that customers develop from these relationships. Because of the fact that knowledge in…

  20. Customer Equity von KMUs

    NARCIS (Netherlands)

    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

  1. PENGARUH SYSTEMIC FAIRNESS DARI LAYANAN INTERNET BANKING TERHADAP CUSTOMER SATISFACTION DENGAN CUSTOMER TRUST DAN CUSTOMER PERCEIVED VALUE SEBAGAI VARIABEL INTERVENING

    OpenAIRE

    Reza Putra Pratama

    2014-01-01

    The background of this research is to investigate and analyze the effect of systematic fairness from internet banking services to customer satisfaction with customer trust and customer perceived value as intervening variable. The objective of this research findings in internet banking, fairness that includes distributive fairness, procedural fairness and informational fairness is positively related to customer satisfaction. Trust is identified as the key mediator of fairness to customer sa...

  2. Improving Internal Customer Service

    Science.gov (United States)

    1990-09-01

    34Companies are recognizing that treating customers and associates like people has a very high value" (21:20). 2 Customer service has become more that... customer service is also a strategy with the focus towards people , not product (24:1). Customers are demanding quality service for several reasons...34 (39:45). External Customers . External customers are an organization’s ultimate consumers . They purchase the end product or service an organization

  3. The impact of the customer relationship management on organizational productivity, customer trust and satisfaction by using the structural equation model: A study in the Iranian hospitals

    Science.gov (United States)

    Yaghoubi, Maryam; Asgari, Hamed; Javadi, Marzieh

    2017-01-01

    Context: One of the challenges in the fiercely competitive space of health organizations is responding to customers and building trust and satisfaction in them in the shortest time, with best quality and highest productivity. Hence the aim of this study is to survey the impact of customer relationship management (CRM) on organizational productivity, customer loyalty, satisfaction and trust in selected hospitals of Isfahan (in Iran). Materials and Methods: This study is a correlation descriptive research. Study population was the nurses in selected hospitals of Isfahan and the sampling has been conducted using stratified random method. Data collection tool is a researcher-made questionnaire of CRM and its effects (organizational productivity, customer loyalty, satisfaction and trust) which its validity and reliability has been confirmed by researchers. Structural equation method was used to determine the impact of variables. Data analysis method was structural equation modeling and the software used was SPSS version 16 (IBM, SPSS, 2007 Microsoft Corp., Bristol, UK) and AMOS version 18 (IBM, SPSS, 2010 Microsoft Corp, Bristol, UK). Results: Among the dimensions of CRM, diversification had the highest impact (0.83) and customer acquisition had the lowest (0.57) CRM, had the lowest impact on productivity (0.59) and the highest effect on customer satisfaction (0.83). Conclusions: For the implementation of CRM, it is necessary that the studied hospitals improve strategies of acquiring information about new customers, attracting new customers and keeping them and communication with patients outside the hospital and improve the system of measuring patient satisfaction and loyalty. PMID:28546971

  4. Verification of Gamma-ray Sensitivity for BF3 Neutron Detection System

    International Nuclear Information System (INIS)

    Choi, Yu Sun; Cho, Jin Bok; Lyou, Seok Jean

    2016-01-01

    The BF3(Boron Tri-Fluorides) gas filled neutron detector(hereafter BF3 Detector) is commonly used for nuclear reactor’s startup channel due to its relatively high neutron efficiency and good discrimination against gamma-ray backgrounds. In order to measure how much this gamma-ray will affect on BF3 neutron detector performance in view of gamma noise discrimination, Multi-Channel Analyzer(MCA) is utilized for spectrum based signal analysis. The pre-test of BF3 Detector should be performed in an area where the ionization does not exceed 2.5 micro Gy/Hr(Ref.1). In this paper, the discrimination level (Voltage Unit) is verified by experimentally measurement if that discrimination level is acceptable within the criteria or not before installation. The maximum discrimination level, so called LLD, is determined by experimentally measurement. This BF3 Detector (LND20372) is insensitive under 540 micro Gy/Hr of gamma ray and 0.3V of LLD could cut off a background and gamma induced signal in a laboratory. MCA could be a convenient tool for spectrum analysis of signals that induced from gamma ray and a time saving tool rather than oscilloscope investigation due to its function to integrate all input signals at a sudden duration

  5. Energy resolution and throughput of a new real time digital pulse processing system for x-ray and gamma ray semiconductor detectors

    International Nuclear Information System (INIS)

    Abbene, L; Gerardi, G; Raso, G; Brai, M; Principato, F; Basile, S

    2013-01-01

    New generation spectroscopy systems have advanced towards digital pulse processing (DPP) approaches. DPP systems, based on direct digitizing and processing of detector signals, have recently been favoured over analog pulse processing electronics, ensuring higher flexibility, stability, lower dead time, higher throughput and better spectroscopic performance. In this work, we present the performance of a new real time DPP system for X-ray and gamma ray semiconductor detectors. The system is based on a commercial digitizer equipped with a custom DPP firmware, developed by our group, for on-line pulse shape and height analysis. X-ray and gamma ray spectra measurements with cadmium telluride (CdTe) and germanium (Ge) detectors, coupled to resistive-feedback preamplifiers, highlight the excellent performance of the system both at low and high rate environments (up to 800 kcps). A comparison with a conventional analog electronics showed the better high-rate capabilities of the digital approach, in terms of energy resolution and throughput. These results make the proposed DPP system a very attractive tool for both laboratory research and for the development of advanced detection systems for high-rate-resolution spectroscopic imaging, recently proposed in diagnostic medicine, industrial imaging and security screening

  6. Customer Order Decoupling Point Selection Model in Mass Customization Based on MAS

    Institute of Scientific and Technical Information of China (English)

    XU Xuanguo; LI Xiangyang

    2006-01-01

    Mass customization relates to the ability of providing individually designed products or services to customer with high process flexibility or integration. Literatures on mass customization have been focused on mechanism of MC, but little on customer order decoupling point selection. The aim of this paper is to present a model for customer order decoupling point selection of domain knowledge interactions between enterprises and customers in mass customization. Based on the analysis of other researchers' achievements combining the demand problems of customer and enterprise, a model of group decision for customer order decoupling point selection is constructed based on quality function deployment and multi-agent system. Considering relatively the decision makers of independent functional departments as independent decision agents, a decision agent set is added as the third dimensionality to house of quality, the cubic quality function deployment is formed. The decision-making can be consisted of two procedures: the first one is to build each plane house of quality in various functional departments to express each opinions; the other is to evaluate and gather the foregoing sub-decisions by a new plane quality function deployment. Thus, department decision-making can well use its domain knowledge by ontology, and total decision-making can keep simple by avoiding too many customer requirements.

  7. 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...

  8. Customer equity of Pakistani fast food restaurant: A study of attitudinal customer equity

    Directory of Open Access Journals (Sweden)

    Zubair

    2017-02-01

    Full Text Available Customer Equity is true representative of relationship marketing. There are two major approach-es to measure Customer Equity: Transaction/sales based approach and Attitudinal Approach. This research is an effort to check customer equity of fast food restaurants of Pakistan by using attitudinal approach. Transactional customer equity is treated as criterion for attitudinal customer equity. Three drivers of Customer Equity are Value Equity, Brand equity and Relationship equity are taken as independent variables in this research. Convenient sampling technique was used and sample size was 393 respondents. The results show that attitudinal customer equity had strong association with transactional equity. Brand equity, value equity and relationship equity show positive associations with attitudinal customer equity.

  9. Gamma ray scanning as troubleshooting tool for unusual and large diameter refinery vacuum columns

    International Nuclear Information System (INIS)

    Sarkar, T.K.; Chawla, R.; Banik, S.; Chopra, S.J.; Singh, G.; Pant, H.J.; Sreeramakrishnan, P.; Dhar, D.C.; Pushpangathan, P.N.; Sharma, V.K.

    1997-01-01

    Gamma scanning of trayed and packed columns is widely used to obtain density profiles and identify on-line problems such as: damaged tray or packing, foaming, flooding, maldistribution, weeping and entrainment, etc. However, scanning of large diameter tray or packed columns requires expertise in handling high intensity gamma sources along with thorough understanding of distillation engineering. Engineers India Limited and the Bhabha Atomic Research Centre undertook scanning of two such large diameter (8.4 m and 7.4 m) trayed and packed refinery vacuum distillation columns and successfully diagnosed the problems and suggested remedial actions. Radiography testing of small diameter columns can be used to confirm gamma scanning results. One such example for ammonia separator column is given

  10. Customer-to-customer interactions : Broadening the scope of word of mouth research

    NARCIS (Netherlands)

    Libai, B.; Bolton, R.; Bügel, M.S.; de Ruyter, K.; Götz, O.; Risselada, H.; Stephen, A.T.

    The increasing emphasis on understanding the antecedents and consequences of customer-to-customer (C2C) interactions is one of the essential developments of customer management in recent years. This interest is driven much by new online environments that enable customers to be connected in numerous

  11. Case study: the Health SmartLibrary* experiences in web personalization and customization at the Galter Health Sciences Library, Northwestern University

    Science.gov (United States)

    Shedlock, James; Frisque, Michelle; Hunt, Steve; Walton, Linda; Handler, Jonathan; Gillam, Michael

    2010-01-01

    Question: How can the user's access to health information, especially full-text articles, be improved? The solution is building and evaluating the Health SmartLibrary (HSL). Setting: The setting is the Galter Health Sciences Library, Feinberg School of Medicine, Northwestern University. Method: The HSL was built on web-based personalization and customization tools: My E-Resources, Stay Current, Quick Search, and File Cabinet. Personalization and customization data were tracked to show user activity with these value-added, online services. Main Results: Registration data indicated that users were receptive to personalized resource selection and that the automated application of specialty-based, personalized HSLs was more frequently adopted than manual customization by users. Those who did customize customized My E-Resources and Stay Current more often than Quick Search and File Cabinet. Most of those who customized did so only once. Conclusion: Users did not always take advantage of the services designed to aid their library research experiences. When personalization is available at registration, users readily accepted it. Customization tools were used less frequently; however, more research is needed to determine why this was the case. PMID:20428276

  12. Fuzzy correlations of gamma-ray bursts

    International Nuclear Information System (INIS)

    Hartmann, D.H.; Linder, E.V.; Blumenthal, G.R.

    1991-01-01

    The origin of gamma-ray bursts is not known, both in the sense of the nature of the source emitting the radiation and literally, the position of the burst on the sky. Lacking unambiguously identified counterparts in any wavelength band studied to date, statistical approaches are required to determine the burster distance scale. Angular correlation analysis is one of the most powerful tools in this regard. However, poor detector resolution gives large localization errors, effectively beam smearing the positions. The resulting fuzzy angular correlation function is investigated and the generic isotropization that smearing induces on any intrinsic clustering is discussed. In particular, the extent to which gamma-ray burst observations by the BATSE detector aboard the Gamma-Ray Observatory might recover an intrinsic source correlation is investigated. 16 refs

  13. In Search of Excellence in E-Customer Logistics Service

    Directory of Open Access Journals (Sweden)

    Ocicka Barbara

    2016-03-01

    Full Text Available The e-commerce market has been developing very rapidly and changing traditional distribution systems. The development of online channels is matched by a similar evolution of companies’ logistics systems. As a consequence, logistics processes management now significantly influences e-customer service quality, which has emerged as a competitive advantage. The main goal of this paper is to identify e-commerce business models, modern distribution channels and management tools that would facilitate a continuous improvement in e-customer logistics service. Based on the literature and interviews with e-commerce services providers, we provide a plethora of good and best practices useful for managers in the rapidly developing and highly competitive e-commerce business.

  14. Power quality measurement service in the support of large customers

    Energy Technology Data Exchange (ETDEWEB)

    Levesque, F. [Hydro-Quebec, Montreal, PQ (Canada)

    2006-07-01

    Power quality and how it is measured among Hydro Quebec's major customers were the focus of this conference presentation. Background information on Hydro Quebec and its customers was provided with reference to information on clients, employees and how the organization is organized. The presentation also included a discussion of power quality and how it is delivered at Hydro Quebec. For example, characteristics and target values of the voltage supplied by Hydro Quebec for high, medium and low voltages were examined. Personnel responsible for the grid have created a system to document each event submitted by customers. Documenting the actual power quality at the point of common coupling allows benchmarking of real data against announced characteristics and target values. This approach quantifies disturbances and helps to find and focus on disturbances that really influence large customers, mainly industrials. Portable and permanent installations issues were discussed followed by a discussion of a new service offering power quality metering on a regular basis. This metering service includes a complete analysis and technical support with dedicated expertise since customers are rarely fully experienced in power quality. The metering service is presented from the perspective of preventive maintenance with continuous quantification of a large number of indicators to assess the quality of the delivered power. Essential tools that customers can benefit from with this new service include real time electronic mail notification, weekly reporting and ad hoc technical support. This combination of various levels of services allows Hydro-Quebec to address the needs of these large customers in a flexible way. figs.

  15. Marketers’ expanded role to increase internal customer satisfaction in organizational change

    Directory of Open Access Journals (Sweden)

    Rotileanu Adina

    2017-07-01

    Full Text Available During times of change, when companies are going through major transformations like mergers, acquisitions, organizational re-structuring or culture change, marketing faces the challenge to implement the new strategy as scheduled, with no delays or changes. Internal customer change acceptance plays a significant role in this endeavor and marketers need to expand their role and complement Human Resources strategy to building trust between decision makers and employees, to learn and understand past issues and to find solutions. In this circumstance, marketers’ have to identify the variables that generally influence internal customer satisfaction and develop them in marketing tools aimed to increase it to the level that strategy is accepted and implemented faster than using only Human Resources mechanisms. This paper is a result of marketing practice in medium and large companies that went through organizational change. The goal of this case study is to create, based on time, discipline and cross-functional skills variables, a model of efficient processes and evaluation of marketing actions that will increase employees’ trust in change management decisions and will lead to their support and engagement. The three independent variables allowed researcher to study the complex relationship between internal client satisfaction phenomena, organizational change context and thirty-six cross-functional employees including management, ultimately to answer how these variables can be used by marketers to get the internal customer change buy-in. The research showed that the new developed marketing tools, that is to say a process flow associated with sustainable procedures and Service Level Agreements, increased internal customer satisfaction and contributed to smooth and consistent marketing strategy implementation, as scheduled. This result means the theory that marketers role in times of organizational change, besides regular Key Performance Indicators

  16. Customer Value Customer Relationship And Its Effect On Reputation Of Courses In Jakarta

    Directory of Open Access Journals (Sweden)

    Miguna Astuti

    2015-08-01

    Full Text Available The primary problem leading to this study is the limited empirical knowledge on non-formal education SMBs or known more as courses in Indonesia and especially in Jakarta Province. This makes the adapted theories and their successful implementation difficult to developt. The paper implores three specific problems reputation of courses and the impact of customer value CV as well as customer relationship CR factors on it. The issued and endorsed General Agreement of Trade in Services GATS in 1995 followed by law No. 25 of 2005 issued by the government of Indonesia and the Presidential Degree No. 76 and 76 of 2007 established the non-formal education as one of the business fields open for investment without condition. Combined with the high population density in Jakarta and the 102.6 million people of school age population in Indonesia making courses as a very lucrative business and of high level competition. The specific goals and contributions of the research include 1 identifying customers perception on customer value of courses in Jakarta 2 identifying customers perception on customer relationship of courses in Jakarta 3 identifying customers perception on reputation of courses in Jakarta and 4 analyzing the effect of customer value and customer relationship on reputation of courses in Jakarta. The research methods used are explanatory and descriptive surveys using simple random sampling technique for pulling sample. The data collecting technique used are literature studies observations and questionnaires. The result of the collected data with the primary data source was received in form of number of sample of 135 respondents in this case were students of courses in Jakarta. The findings are 1 Customer value perceived as average by customer 2 Customer relationship perceived as average by customer while 3 Reputation perceived as above than average by customer 4 The path analysis showed that customer value and customer relationship together have

  17. Relationship Marketing: Spoke of a Wheel Reference to Industrial Customers Expectations and contentment towards Identification Products

    OpenAIRE

    Shrivastava, Roopal; Shrivastava, Dr.Sangya

    2012-01-01

    The future of business is social" -- Barry Libert,Author of Social Nation,CEO MzingaOrganizations, big or small, tries for customers satisfaction, delight and loyalty. The term relationship marketing was popularised in the 1980s when the focus of marketers started to switch from customer acquisition to customer retention. The tool kit for the marketers on which they can compete and survive are 4 pillars of marketing but the countries like India did not possess the knowledge of marketing till ...

  18. The Relationship Between Customer Satisfaction and Customer Loyalty in Online Environment

    OpenAIRE

    Leonata, Devi Rosana

    2015-01-01

    Many researches have already discussed about the relationship between customer satisfaction and customer loyalty. However, there is only few discussing about the relationship in online environment. Thus, this research is conducted to see whether there is significant relationship between customer satisfaction and customer loyalty in online environment as well as to know which best viewpoint that may describe the relationship. This research focuses on people who have done online transactions. ...

  19. Investigating The Effects Of Customer Perceptions Resulted From Online Shopping Sites On Customer Satisfaction

    OpenAIRE

    Dr. vildan ateş

    2017-01-01

    Customer satisfaction has an important role providing continuity, profitability of online shopping sites and in the development of customer loyalty. The aim of this study is to determine the effects of customer perceptions arising from online shopping sites’ on customers’ satisfaction and to reveal a customer satisfaction model related to customer perceptions. Firstly, the indicators of customer satisfaction about online shopping sites and the customer perceptions thought...

  20. Comparison of Customer Attitudes towards Loyalty Programs in Prague and in London

    Directory of Open Access Journals (Sweden)

    Radek Tahal

    2015-09-01

    Full Text Available Loyalty programs rank among the most important marketing tools used for motivating customers in repeated purchases. The history is more than a hundred years old and there are many interesting points in the development. At present, programs can be built on the basis of various algorithms. In any case, it is necessary to develop such programs that are positively accepted by customers, viewed as useful, creating emotional ties to a retailer or to a brand. This study is based on primary data collected in the Czech Republic and in Great Britain, and it aims at two research targets. The first is to compare customers´ preferences in choosing loyalty programs in the two countries, to find similarities and differences. The second target is to make a comparison of customers´ willingness in disclosing their personal data for a retailer when signing up for a loyalty program.

  1. Customer Retention & Customer Relationship Marketing: Strategi Pemasaran Yang Potensial

    OpenAIRE

    Aprilia, Ariesya

    2004-01-01

    The traditional marketing approach advocates the marketing mix principles and the quest for market share dominance through mass marketing techniques and a focus on new customer acquisition. This approach has guided managers for decades in planning in implementing their marketing strategies. But nowadays, traditional approach has been changed by customer retention. Customer retention, in the traditional marketing approach, is however seen as the 'end' rather than the means to delivering long-t...

  2. customer satisfaction, customer relationship management, Fuzzy Delphi, system dynamics.

    OpenAIRE

    Habib A. Mirghafoori; Ali Morovati Sharifabadi; Ensiyeh Taki

    2016-01-01

    This paper investigates the factors which are affecting customers satisfaction of Mobarake steel complex . Since there is a wide rang of factors affecting customer satisfaction,this paper pays attention to those factors which have CRM approach. The investigation society of the research is the marketing experts of Moabarake steel complex who have direct relationship with customers.At first, the factors were identified by experts using Fuzzy Delphi method and then the relationship between facto...

  3. Customer requirements based ERP customization using AHP technique

    NARCIS (Netherlands)

    Parthasarathy, S.; Daneva, Maia

    2014-01-01

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

  4. Low-activity spectrometric gamma-ray logging technique for delineation of coal/rock interfaces in dry blast holes

    International Nuclear Information System (INIS)

    Asfahani, J.; Borsaru, M.

    2007-01-01

    A low-activity spectrometric gamma-ray logging technique is proposed in this paper as a sensitive tool for the delineation of coal/rock interfaces in dry blast holes. The advantages and superiority of this technique over traditional micro-density non-spectrometric gamma-ray tools are demonstrated

  5. Production and characterization of a custom-made {sup 228}Th source with reduced neutron source strength for the Borexino experiment

    Energy Technology Data Exchange (ETDEWEB)

    Maneschg, W., E-mail: werner.maneschg@mpi-hd.mpg.de [Max Planck Institut fuer Kernphysik, Saupfercheckweg 1, D-69117 Heidelberg (Germany); Baudis, L. [Physik Institut der Universitaet Zuerich, Winterthurerstrasse 190, CH-8057 Zuerich (Switzerland); Dressler, R. [Paul Scherrer Institut, CH-5232 Villigen (Switzerland); Eberhardt, K. [Institut fuer Kernchemie, Universitaet Mainz, Fritz-Strassmann-Weg 2, D-55128 Mainz (Germany); Eichler, R. [Paul Scherrer Institut, CH-5232 Villigen (Switzerland); Keller, H. [Institut fuer Kernchemie, Universitaet Mainz, Fritz-Strassmann-Weg 2, D-55128 Mainz (Germany); Lackner, R. [Max Planck Institut fuer Kernphysik, Saupfercheckweg 1, D-69117 Heidelberg (Germany); Praast, B. [Institut fuer Kernchemie, Universitaet Mainz, Fritz-Strassmann-Weg 2, D-55128 Mainz (Germany); Santorelli, R. [Physik Institut der Universitaet Zuerich, Winterthurerstrasse 190, CH-8057 Zuerich (Switzerland); Schreiner, J. [Max Planck Institut fuer Kernphysik, Saupfercheckweg 1, D-69117 Heidelberg (Germany); Tarka, M. [Physik Institut der Universitaet Zuerich, Winterthurerstrasse 190, CH-8057 Zuerich (Switzerland); Wiegel, B.; Zimbal, A. [Physikalisch-Technische Bundesanstalt, Bundesallee 100, D-38116 Braunschweig (Germany)

    2012-07-11

    A custom-made {sup 228}Th source of several MBq activities was produced for the Borexino experiment to study the external background of the detector. The aim was to reduce the unwanted neutron emission produced via ({alpha},n) reactions in ceramics typically used for commercial {sup 228}Th sources. For this purpose a ThCl{sub 4} solution was chemically converted into ThO{sub 2} and embedded in a gold foil. The paper describes the production of the custom-made source and its characterization by means of {gamma}-activity, dose rate and neutron source strength measurements. From {gamma}-spectroscopic measurements it was deduced that activity transfer from the initial solution to the final source was >91% (at 68% C.L.) and the final activity was (5.41{+-}0.30) MBq. The dose rate was measured with two dosimeters yielding 12.1 mSv/h and 14.3 mSv/h in 1 cm distance. The neutron source strength of the 5.41 MBq {sup 228}Th source was determined to be (6.59{+-}0.85) s{sup -1}.

  6. How to achieve customer service through short-cycle paperwork.

    Science.gov (United States)

    Hunter, M

    1998-02-01

    The ultimate goal of short-cycle paperwork is to satisfy customers by filling their orders as quickly as possible. Tools and techniques that can help achieve this goal include Just-in-Time paperwork elimination, process mapping, paper flow mapping, function/process mapping, work cells, and electronic kanban. Each of these is described briefly in the article.

  7. A relationship-management assessment tool: questioning, identifying, and prioritizing critical aspects of customer relationships

    NARCIS (Netherlands)

    Lindgreen, A.; Palmer, R.; Vanhamme, J.; Wouters, J.P.M.

    2006-01-01

    Abstract With customer-relationship management (CRM) no longer a buzzword among trendsetters, organizations in all types of industries initially rushed to embrace it. Although a seductively attractive concept, the implementation of CRM proved difficult, however, and organizations are struggling with

  8. THE ROLE OF CUSTOMER SATISFACTION IN MEDIATING MARKETING COMMUNICATION EFFECT ON CUSTOMER LOYALTY

    OpenAIRE

    Mohamad Dimyati,

    2015-01-01

    This study aims to test the effect of a) marketing communication on customer satisfaction; b) marketing communication on customer loyalty; c) customer satisfaction on customer loyalty; and d) to identify the role of customer satisfaction in mediating marketing communication effect on customer loyalty of the IM3 user community in Jember regency, East Java province. The study was designed in a form confirmatory research, with the whole IM3 community members in the regency as the ...

  9. From connection to customer

    International Nuclear Information System (INIS)

    Milatz, H.; Soeters, R.

    2001-01-01

    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

  10. Hedging customers.

    Science.gov (United States)

    Dhar, Ravi; Glazer, Rashi

    2003-05-01

    You are a marketing director with $5 million to invest in customer acquisition and retention. Which customers do you acquire, and which do you retain? Up to a point, the choice is obvious: Keep the consistent big spenders and lose the erratic small ones. But what about the erratic big spenders and the consistent small ones? It's often unclear whether you should acquire or retain them and at what cost. Businesses have begun dealing with unpredictable customer behavior by following the practices of sophisticated investors who own portfolios comprising dozens of stocks with different, indeed divergent, histories and prospects. Each portfolio is diversified so as to produce the investor's desired returns at the particular level of uncertainty he or she can tolerate. Customers, too, are assets--risky assets. As with stocks, the cost of acquiring them is supposed to reflect the cash-flow values they are likely to generate. The authors explain how to construct a portfolio based on the notion that a customer's risk-adjusted lifetime value depends on its anticipated effect on the riskiness of the group it is joining. They also show how this approach was used to identify the best prospects for Myron Corporation, a global leader in the personalized business-gift industry. The concept of risk-adjusted lifetime value has a transforming power: For companies that rely on it, product managers will be replaced by customer managers, and the current method of accounting for profit and loss--which is by product--will be replaced by one that determines each customer's P&L. Once adjusted for risk, those P&Ls will become the firm's key performance and operational metric.

  11. Assesment of customer relationship development

    OpenAIRE

    Dagmar Lesáková

    2011-01-01

    The focus of this paper is customer relationship marketing and its new trends. The particular goal of the presented research study was to identify and analyse the indicators of customer relationship development in human resources recruitment / leasing companies. Nine indicators have been explored: mission statement concerning customer commitment, customer attraction, customer commitment, development of customer value, understanding customer needs, goals for customer satisfaction, after sales ...

  12. Mass Customization: more technology, less publicity and customer satisfaction

    Directory of Open Access Journals (Sweden)

    Mônica Heloísa Braga Vasques

    2007-11-01

    Full Text Available This article refers to mass customization as an individual marketing strategy, centered on costumer's order, by means of technology, emphasizing the sensibility, the flexibility and the elasticity. Such an approach is based on the mass customization advantages and its principles of flexibility: the postponement, the resenquencing and the process standardization. Moreover, the article refers to the Hewlett-Packard, (PCs success, due to its power of integrating the designs of products, processes and supply network. We can, thus, think about the end of the advertisement. So, the old message: “Buy it now!” is not worthwhile anymore. The intelligence, nowadays, by means of technology, creates a "fatal", customized relationship with each customer. And it sells much more.

  13. Analisa Pengaruh Customer Experience Quality Terhadap Customer Satisfaction Di Hotel Bintang 3 Surabaya

    OpenAIRE

    Njoto, Mellisa Oktaviani; Tjahyadi, Nency Lifia; Aprillia, Adriana

    2016-01-01

    Customer experience quality merupakan penilaian yang dirasakan konsumen tentang keunggulan atau superioritas dari pengalaman yang didapatkan oleh konsumen. Dalam penelitian kali ini, peneliti menetapkan customer experience quality sebagai variabel yang mempengaruhi customer satisfaction. Customer experience quality memiliki 8 dimensi, yaitu helpfulness, value for time, customer recognition, promise fulfillment, problem solving, personalization, competence, dan accessibility. Penelitian ini be...

  14. The effects of interactive marketing, customer satisfaction and flashes on customer loyalty

    Directory of Open Access Journals (Sweden)

    Tanveer ASLAM

    2015-05-01

    Full Text Available This study explores impact of interactive marketing impact on consumer satisfaction and loyalty. So for no specific research has been conducted to identify the process of customer loyalty in banking sector in this perspective. Customer loyalty has great importance and agonizes among connoisseur, academician and professionals in ample industries. Interactive marketing combination of relationship marketing and service marketing. This study generally focused on following dimensions commitment, trust, familiarity, quality of employees, service quality and service personalization efforts as key predictor of customer satisfaction and loyalty. Data was collected by using by pretested questionnaire through personal interviews. A representative sample of one hundred and sixty consumers was selected by using convenience sampling technique. Interactive marketing has positive significant influence customer satisfaction and customer loyalty. The customer satisfaction fully mediates the relationship between interactive marketing and customer loyalty.

  15. 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...

  16. A Monte Carlo modeling alternative for the API Gamma Ray Calibration Facility.

    Science.gov (United States)

    Galford, J E

    2017-04-01

    The gamma ray pit at the API Calibration Facility, located on the University of Houston campus, defines the API unit for natural gamma ray logs used throughout the petroleum logging industry. Future use of the facility is uncertain. An alternative method is proposed to preserve the gamma ray API unit definition as an industry standard by using Monte Carlo modeling to obtain accurate counting rate-to-API unit conversion factors for gross-counting and spectral gamma ray tool designs. Copyright © 2017 Elsevier Ltd. All rights reserved.

  17. The impact of development of customer online banking skills on customer adviser skills

    OpenAIRE

    Dubois, M.; Bobillier Chaumon, M.-E.; Retour, Didier

    2011-01-01

    International audience; The object of this article is the development of customer banking skills as a result of using online banking and its impact on the competence of customer advisers in face-to-face customer contacts. We focus on the use of software applications by customer advisers (CA) during customer contacts. The main results show that online banking enables customers to develop a range of banking skills. In order to deliver the service required by the context, advisers select the req...

  18. Automation of a gamma spectrometric analysis method for naturally occuring radionuclides in different materials (NORM)

    International Nuclear Information System (INIS)

    Marzocchi, Olaf

    2009-06-01

    This work presents an improvement over the standard analysis routine used in the Physikalisches Messlabor to detect gamma peaks in spectra from naturally occurring radioactive materials (NORM). The new routine introduces the use of custom libraries of known gamma peaks, in order to ease the work of the software than can therefore detect more peaks. As final result, the user performing the analysis has less chances of making errors and can also analyse more spectra in the same amount of time. A new software, with an optimised interface able to further enhance the productivity of the user, is developed and validated. (orig.)

  19. Time evolution of gamma rays from supernova remnants

    Science.gov (United States)

    Gaggero, Daniele; Zandanel, Fabio; Cristofari, Pierre; Gabici, Stefano

    2018-04-01

    We present a systematic phenomenological study focused on the time evolution of the non-thermal radiation - from radio waves to gamma rays - emitted by typical supernova remnants via hadronic and leptonic mechanisms, for two classes of progenitors: thermonuclear and core-collapse. To this aim, we develop a numerical tool designed to model the evolution of the cosmic ray spectrum inside a supernova remnant, and compute the associated multi-wavelength emission. We demonstrate the potential of this tool in the context of future population studies based on large collection of high-energy gamma-ray data. We discuss and explore the relevant parameter space involved in the problem, and focus in particular on their impact on the maximum energy of accelerated particles, in order to study the effectiveness and duration of the PeVatron phase. We outline the crucial role of the ambient medium through which the shock propagates during the remnant evolution. In particular, we point out the role of dense clumps in creating a significant hardening in the hadronic gamma-ray spectrum.

  20. Gamma ray astronomy and search for antimatter in the universe

    International Nuclear Information System (INIS)

    Schoenfelder, V.

    1989-01-01

    Gamma ray astronomy provides a powerful tool for searching antimatter in the universe; it probably provides the only means to determine, if the universe has baryon symmetry. Presently existing gamma-ray observations can be interpreted without postulating the existence of antimatter. However, the measurements are not precise enough to definitely exclude the possibility of its existence. The search for antimatter belongs to one of the main scientific objectives of the Gamma Ray Observatory GRO of NASA, which will be launched in 1990 by the Space Shuttle. (orig.)

  1. Certified meter data managers provide potent tool : Utilities, customers benefit from accurate energy data

    Energy Technology Data Exchange (ETDEWEB)

    Hall, V.

    2004-02-01

    The use of customer energy information and its importance in building business-to-business and business-to-consumer demographic profiles, and the role of certified meter data management agents, i.e. companies that have created infrastructures to manage large volumes of energy data that can be used to drive marketing to energy customers, is discussed. Short and long-term load management planning, distribution planning, outage management and demand response programs, efforts to streamline billing and create revenue-generating value-added services, are just some of the areas that can benefit from comprehensively collected and accurate consumer data. The article emphasizes the process of certification, the benefits certified meter data management companies can provide to utilities as well as to consumers, their role in disaster recovery management, and characteristics of the way such companies bring the benefits of their operations to their client utilities and consumers. 1 tab.

  2. Advanced engineering tools for design and fabrication of a custom nasal prosthesis

    Science.gov (United States)

    Oliveira, Inês; Leal, Nuno; Silva, Pedro; da Costa Ferreira, A.; Neto, Rui J.; Lino, F. Jorge; Reis, Ana

    2012-09-01

    Unexpected external defects resulting from neoplasms, burns, congenital malformations, trauma or other diseases, particularly when involving partial or total loss of an external organ, can be emotionally devastating. These defects can be restored with prosthesis, obtained by different techniques, materials and methods. The increase of patient numbers and cost constraints lead to the need of exploring new techniques that can increase efficiency. The main goal of this project was to develop a full engineering-based manufacturing process to obtain soft-tissue prosthesis that could provide faster and less expensive options in the manufacturing of customized prosthesis, and at the same time being able to reproduce the highest degree of details, with the maximum comfort for the patient. Design/methodology/approach - This case report describes treatment using silicone prosthesis with an anatomic retention for an 80-years-old woman with a rhinectomy. The proposed methodology integrates non-contact structured light scanning, CT and reverse engineering with CAD/CAM and additive manufacturing technology. Findings - The proposed protocol showed encouraging results since reveals being a better solution for fabricating custom-made facial prostheses for asymmetrical organs than conventional approaches. The process allows the attainment of prosthesis with the minimum contact and discomfort for the patient, disclosing excellent results in terms of aesthetic, prosthesis retention and in terms of time and resources consumed.

  3. Sterilization by gamma irradiation

    International Nuclear Information System (INIS)

    Reyes Frias, L.

    1992-01-01

    Since 1980 the National Institute of Nuclear Research counts with an Industrial Gamma Irradiator, for the sterilization of raw materials and finished products. Through several means has been promoted the use of this technology as alternative to conventional methods of sterilization as well as steam treatment and ethylene oxide. As a result of the made promotion this irradiator has come to its saturation limit being the sterilization irradiation one of the main services that National Institute of Nuclear Research offers to producer enterprises of disposable materials of medical use also of raw materials for the elaboration of cosmetic products and pharmaceuticals as well as dehydrated foods. It is presented the trend to the sterilization service by irradiation showed by the compilation data in a survey made by potential customers. (Author)

  4. Mass Customization in Wireless Communication Services: Individual Service Bundles and Tariffs

    NARCIS (Netherlands)

    H. Chen (Hong); L-F. Pau (Louis-François)

    2007-01-01

    textabstractThis paper presents results on mass customization of wireless communications services and tariffs. It advocates for a user-centric view of wireless service configuration and pricing as opposed to present-day service catalog options. The focus is on design methodology and tools for such

  5. The Gamma-Ray Imager GRI

    Science.gov (United States)

    Wunderer, Cornelia B.; GRI Collaboration

    2008-03-01

    Observations of the gamma-ray sky reveal the most powerful sources and the most violent events in the Universe. While at lower wavebands the observed emission is generally dominated by thermal processes, the gamma-ray sky provides us with a view on the non-thermal Universe. Here particles are accelerated to extreme relativistic energies by mechanisms which are still poorly understood, and nuclear reactions are synthesizing the basic constituents of our world. Cosmic accelerators and cosmic explosions are major science themes that are addressed in the gamma-ray regime. ESA's INTEGRAL observatory currently provides the astronomical community with a unique tool to investigate the sky up to MeV energies and hundreds of sources, new classes of objects, extraordinary views of antimatter annihilation in our Galaxy, and fingerprints of recent nucleosynthesis processes have been discovered. NASA's GLAST mission will similarly take the next step in surveying the high-energy ( GeV) sky, and NuSTAR will pioneer focusing observations at hard X-ray energies (to 80 keV). There will be clearly a growing need to perform deeper, more focused investigations of gamma-ray sources in the 100-keV to MeV regime. Recent technological advances in the domain of gamma-ray focusing using Laue diffraction and multilayer-coated mirror techniques have paved the way towards a gamma-ray mission, providing major improvements compared to past missions regarding sensitivity and angular resolution. Such a future Gamma-Ray Imager will allow the study of particle acceleration processes and explosion physics in unprecedented detail, providing essential clues on the innermost nature of the most violent and most energetic processes in the Universe.

  6. A Model to Explain Customer Loyalty Based on Customer Equity and Customer Satisfaction: A study in mobile services industry in Bushehr

    OpenAIRE

    manigeh Bahrainizadeh; Leila Tavasoli

    2014-01-01

    Abstruct: The development of telecom companies in the world and the maturity of markets of such services, the management of customer loyalty has become a major concern in the company. This research is trying to provide a model for mobile service customer loyalty considering the customer equity, value equity, brand equity, relationships equity and customer satisfaction in order to create better services for mobile operators and to increase customer loyalty. In terms of goal the research is ...

  7. 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...

  8. Customer Service Quality in Large Supermarkets in Ibagué, Colombia: Analysis through the SERVQUAL Multidimensional Scale

    Directory of Open Access Journals (Sweden)

    Germán Rubio Guerrero

    2014-12-01

    Full Text Available Globalization is affecting all economies and their organizations seeking to maximize their profits through customer satisfaction. Within this context, large supermarkets have had significant growth; hence, it is important to know the quality of the service customers are receiving in these stores. Currently, service quality measures in these stores in the global market are scarce. This article presents the results of the measurement of the quality of service customers receive from large supermarkets in Ibagué - Colombia, by using the SERVQUAL multi-item scale, which is a tool applied to service quality, comprising five dimensions in 22 items and evaluating characteristics related to tangible aspects, reliability, responsibility, guaranty, security, and empathy. The population studied are customers who visit these supermarkets with mixed research approach (qualitative and quantitative; the results showed customer satisfaction with personnel kindness, customer attention services, agility in attention, customer care, behavior of security personnel, product promoters, merchandisers, cashiers, packers, and supervisors

  9. Tools for Authentication

    Energy Technology Data Exchange (ETDEWEB)

    White, G

    2008-07-09

    Many recent Non-proliferation and Arms Control software projects include a software authentication component. In this context, 'authentication' is defined as determining that a software package performs only its intended purpose and performs that purpose correctly and reliably over many years. In addition to visual inspection by knowledgeable computer scientists, automated tools are needed to highlight suspicious code constructs both to aid the visual inspection and to guide program development. While many commercial tools are available for portions of the authentication task, they are proprietary, and have limited extensibility. An open-source, extensible tool can be customized to the unique needs of each project (projects can have both common and custom rules to detect flaws and security holes). Any such extensible tool must be based on a complete language compiler infrastructure, that is, one that can parse and digest the full language through its standard grammar. ROSE is precisely such a compiler infrastructure developed within DOE. ROSE is a robust source-to-source analysis and optimization infrastructure currently addressing large, million-line DOE applications in C, C++, and FORTRAN. This year, it has been extended to support the automated analysis of binaries. We continue to extend ROSE to address a number of security-specific requirements and apply it to software authentication for Non-proliferation and Arms Control projects. We will give an update on the status of our work.

  10. Tools for Authentication

    International Nuclear Information System (INIS)

    White, G.

    2008-01-01

    Many recent Non-proliferation and Arms Control software projects include a software authentication component. In this context, 'authentication' is defined as determining that a software package performs only its intended purpose and performs that purpose correctly and reliably over many years. In addition to visual inspection by knowledgeable computer scientists, automated tools are needed to highlight suspicious code constructs both to aid the visual inspection and to guide program development. While many commercial tools are available for portions of the authentication task, they are proprietary, and have limited extensibility. An open-source, extensible tool can be customized to the unique needs of each project (projects can have both common and custom rules to detect flaws and security holes). Any such extensible tool must be based on a complete language compiler infrastructure, that is, one that can parse and digest the full language through its standard grammar. ROSE is precisely such a compiler infrastructure developed within DOE. ROSE is a robust source-to-source analysis and optimization infrastructure currently addressing large, million-line DOE applications in C, C++, and FORTRAN. This year, it has been extended to support the automated analysis of binaries. We continue to extend ROSE to address a number of security-specific requirements and apply it to software authentication for Non-proliferation and Arms Control projects. We will give an update on the status of our work

  11. Improving electronic customers' profile in recommender systems using data mining techniques

    Directory of Open Access Journals (Sweden)

    Mohammad Julashokri

    2011-10-01

    Full Text Available Recommender systems are tools for realization one to one marketing. Recommender systems are systems, which attract, retain, and develop customers. Recommender systems use several ways to make recommendations. Two ways are using more than the others: collaborative filtering and content-based filtering. In this study, a recommender system model based on collaborative filtering has proposed. Proposed model was endeavored to improve the customer profile in collaborative systems to enhance the recommender system efficiency. This improvement was done using time context and group preferences. Experimental results show that the proposed model has a better recommendation performance than existing models.

  12. Analysis and databasing software for integrated tomographic gamma scanner (TGS) and passive-active neutron (PAN) assay systems

    International Nuclear Information System (INIS)

    Estep, R.J.; Melton, S.G.; Buenafe, C.

    2000-01-01

    The CTEN-FIT program, written for Windows 9x/NT in C++,performs databasing and analysis of combined thermal/epithermal neutron (CTEN) passive and active neutron assay data and integrates that with isotopics results and gamma-ray data from methods such as tomographic gamma scanning (TGS). The binary database is reflected in a companion Excel database that allows extensive customization via Visual Basic for Applications macros. Automated analysis options make the analysis of the data transparent to the assay system operator. Various record browsers and information displays simplify record keeping tasks

  13. [Custom-designed 3D tibial augmentation for knee replacement].

    Science.gov (United States)

    Jirman, R; Vavrík, P; Horák, Z

    2009-02-01

    Reconstruction with the use of custom-made implants aims at optimal replacement of lost or damaged bone structures and restoration of their funkction. In this study the development and construction of a custom-made implant and the operative technique used for the treatment of an extensive tibial defect are described. The patient was a 65-year-old man treated for over 20 years for psoriatic arthritis and severe instability of the right knee, particularly in the frontal plane, with a worsening varus deformity. The radiogram showed an extensive destruction of the medial tibial condyle that also deeply involved the lateral condyle. The extent of defect made it impossible to use any commercial tibial augmentation. The geometry of the custom-designed implant for the medial tibial condyle was constructed on the basis of a 3D defect model and the shape of the medial tibial condyle of the collateral knee seen on CT scans. After its correct shape was verified on a plastic model, its coordinates were set in the software of a machine tool, and a titanium augmentation otherwise compatible with a standard knee replacement was produced.The use of such a custom implant to complete standard total knee arthroplasty has so far been demanding in terms of organisation and manufacture. Its production in the future could be facilitated by substituting titanium for plastic material such as poly-ether-ether-ketone (PEEK). Key words: custom-made implant, tibial augmentation, knee prosthesis.

  14. THE EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT ON CUSTOMER LOYALTY AN EMPIRICAL STUDY AT BANKING

    Directory of Open Access Journals (Sweden)

    Fikret GÜMÜŞBUĞA

    2015-07-01

    Full Text Available This study mainly focuses on customer care management and customer loyalty. Even though there are many experiential studies about customer care management and customer loyalty system, the lack of studies on customers in Karabük and Safranbolu locally, has leaded to focus on this study. Thus, this study mainly focuses on the influence of customer care treatments of banks in Karabük and Safranbolu on customer loyalty. Descriptive research type was used in the study. In this study simple random sampling method was used which is one of the probability sampling method, face to face surwey to all 726 participants was used for the study. As the result of the experiential study, the attendance and influence of customer care management and loyalty systems have been comparatively low, but it has been figured out that customer care management system influences customer loyalty level.

  15. Pedagogical design for knowledge creating inquiry in customer projects

    Directory of Open Access Journals (Sweden)

    Hanni Muukkonen

    2013-09-01

    Full Text Available Two higher education courses involving students, teachers, and customers in multifaceted experiences of knowledge creation are described. The Trialogical Learning Approach (TLA provides a theoretical framework to address learning and teaching organized around authentic problems and the development of shared knowledge objects, such as reports, products, and new practices. The approach directs attention to those aspects of social interaction and artifact-mediated activities, which focus on the development of shared objects and the pursuit of novel knowledge and understanding. The roles of technology-mediation, customer involvement, and guidance in developing effective pedagogical practices for knowledge creation were addressed. It appears necessary to design sufficient open-endedness and complexity for students’ teamwork to generate unpredictable, practical, and epistemologically challenging situations. Pedagogical design for such a process has different foci in the four central phases: planning, project initiation, project execution, and presentation and evaluation. Planning and initiation are central to establishing relevance and project awareness for the collaboration of student teams with a customer. Guidance and expert modeling during project initiation and execution is needed to overcome feelings of uncertainty during a challenging and complex assignment. Mediation provided by collaboration tools facilitates reflection on collective practices, iterative development of knowledge objects, and documentation of the learning outcomes of customer projects.

  16. Customer relationship management system

    OpenAIRE

    Selenis, Laimonas

    2004-01-01

    Customer Relationship Management (CRM) is one of the biggest problems for many companies today. By analyzing history records (profiles) of its customers, organization can effectively adapt its business activity to users needs and create better products and services. Proper analysis of customer profiles can help to predict the behaviour of the customers. After grouping customer profiles by similar attributes, company can easier handle its interactions with similar users. Such group profiling c...

  17. Assesment of customer relationship development

    Directory of Open Access Journals (Sweden)

    Dagmar Lesáková

    2011-01-01

    Full Text Available The focus of this paper is customer relationship marketing and its new trends. The particular goal of the presented research study was to identify and analyse the indicators of customer relationship development in human resources recruitment / leasing companies. Nine indicators have been explored: mission statement concerning customer commitment, customer attraction, customer commitment, development of customer value, understanding customer needs, goals for customer satisfaction, after sales services, measurement of customer satisfaction, complaint management. The indicators were made sequentially operational in order to translate customer relationship development into specific activities designed to increase business performance. Based on a set of customer indicators four scientific hypotheses were tested. We proved that strong customer orientation has a positive impact on business performance. Out of nine indicators, seven of them have a strong impact on business outcomes. The research confirms that business performance increases with firm size and market density, and that introduction of quality management systems improves company performance. Finally, the appropriateness of the customer relationship indicators applied in human resources recruitment companies is discussed.

  18. Drilling azimuth gamma embedded design

    Directory of Open Access Journals (Sweden)

    Zhou Yi Ren

    2016-01-01

    Full Text Available Embedded drilling azimuth gamma design, the use of radioactive measuring principle embedded gamma measurement while drilling a short section analysis. Monte Carlo method, in response to the density of horizontal well logging numerical simulation of 16 orientation, the orientation of horizontal well analysed, calliper, bed boundary location, space, different formation density, formation thickness, and other factors inclined strata dip the impact by simulating 137Cs sources under different formation conditions of the gamma distribution, to determine the orientation of drilling density tool can detect window size and space, draw depth of the logging methods. The data 360° azimuth imaging, image processing method to obtain graph, display density of the formation, dip and strata thickness and other parameters, the logging methods obtain real-time geo-steering. To establish a theoretical basis for the orientation density logging while drilling method implementation and application of numerical simulation in-depth study of the MWD azimuth and density log response factors of horizontal wells.

  19. Brevion: the new small-scale industrial gamma irradiator

    International Nuclear Information System (INIS)

    McKinney, Dan; Perrins, Robert; Gibson, Wayne; Levesque, Daniel

    2002-01-01

    The economical processing of low-volume products has been a challenge to the gamma industry since inception, influencing customers to send their products to contractors or choose alternative technologies. With the introduction of the Brevion irradiator (patent pending), economical gamma processing of low annual volume product lines is now possible. This innovative design is specifically targeted at plants processing product volumes of up to 20,000 m 3 /yr. Brevion provides good cobalt efficiency and good dose uniformity, thus processing these volumes efficiently and economically. The Brevion facility has the distinct advantage of a low capital cost, compared to medium-sized automatic tote plants, while maintaining similar performance. Lead-time for the construction phase is also considerably shorter, resulting in significantly lower start-up costs. Companies with low-volume product lines can now achieve the control provided by in-house processing, and eliminate transportation time and costs associated with shipping products off-site

  20. Investigation Study on Gamma Ray Imaging Technology for Nuclear Power Plant Decommissioning

    Energy Technology Data Exchange (ETDEWEB)

    Lee, Sang Guk; Jeong, Woo Tae [Machinery and Materials Laboratory, Korea Hydro and Nuclear Power Co., Daejeon (Korea, Republic of)

    2014-10-15

    The gamma ray imaging system provides an estimated dose-rate of the source at 30 cm above. The gamma detector is a terbium activated glass scintillator. The system is capable of producing a color two dimensional image of a radiation field superimposed on a black and white visual image. The system used in US power plants consists of a portable sensor head that contains both gamma ray and visual imaging systems and a portable control computer. The gamma ray imaging system has been successfully used as an ALARA tool for identifying source terms and determining the adequacy of existing shielding. Because the control system can be positioned away from the camera, the radiation exposure to personnel can be reduced without extensive shielding requirements. The gamma ray imaging system has been used to date in the decommissioning of Maine Yankee, Big Rock point,Trojan, San Onofre1, and Millstone 1. The equipment has also been used at normal refueling outages at a number of commercial nuclear power plants and at several Department of Energy Decommissioning sites. This paper is intended to review the applicability of gamma ray imaging system as decommissioning tool. In order to review the actual applicability, we are going to introduce applications for US power plants.

  1. Internal Customer Satisfaction and Service Quality Toward Trust and Word of Mouth

    Directory of Open Access Journals (Sweden)

    Sri Rahayu

    2011-12-01

    Full Text Available This study generally aims to analyze the influence of internal customer satisfaction and perceptions of service quality in creating trust and word of mouth in higher education service industry. In the process, this study aims to achieve a special purpose, which is to build constructs/ variables to measure internal customer satisfaction, so in the future it can be applied to universally in other institutions of higher education. The results of this study indicate that the internal customer satisfaction can be measured with three constructs, namely: service product, service delivery, and service environment. All of those variables have significant relationship with trust, which is significantly related to word of mouth. On the other side, communication, productivity and responsiveness are found to be significant in measuring the perceptions of service quality.The results also proved that the perception of service quality is significantly related to trust and word of mouth. This study is expected to contribute measurement tools of internal customer satisfaction in higher education. This research is also expected to enrich discussion on how to measure the internal customer satisfaction and service quality toward trust and word of mouth in higher education. Thus the higher education can continue to strive to provide educational service in accordance with the expectations of the customers.

  2. Customer trust as mediator in the creation of customer relationship intention

    Directory of Open Access Journals (Sweden)

    Dimyati Mohamad

    2018-03-01

    Full Text Available As in all service industries, banks need to be able to provide their customers with personalized services in order to ensure that they build and maintain long-term relationships which are mutually beneficial. As such, banks must adopt a relational marketing approach based on effective communication and the building of trust with the current customers instead of focusing on acquiring new customers. The current research provides insights into how banks can build trust and maintain their relations with existing customers by testing several predictors of customer trust and customer relationship intention. Thus, the purpose of this study is to examine economic content, resource content and social content as the predictors of trust and relationship intention, and trust as a predictor of relationship intention. In addition, this study also analyzes the role of trust in mediating among economic content, resource content, and social content as a predictor of relationship intention of state owned bank customers in East Java. The sample of the study is formed of 120 customers of three state-owned banks from East Java. The research variables consist of three exogenous variables: economic content, resource content, and social content. The endogenous variables are trust and relationship intention. The data was collected using a questionnaire with multiple items measured using Likert scales. The model was analyzed using SEM with AMOS version 18.0. The result shows that economic content, resource content and social content are positive and significant predictors of trust and relationship intention. The role of economic content, resource content, social content as direct predictors is higher than the mediating role of trust of state owned bank customers.

  3. The Effects of Customer Value and Switching Barrier to Customer Loyalty at PT. Telkomsel Manado

    OpenAIRE

    Mintje, Saniati Muliani M.

    2013-01-01

    Customer value is customer's perceived preference for and evaluation of those product or service. It is one of factor that can attract customers. While, switching barrier is difficult of switch product or service by a customer who is not satisfied with the existing service. It is a factor that can keep customers. so, with definition of Customer Value and Switching barrier above, it can concluded that, by creating Customer value and Switching Barrier it can create customer loyalty. The Pur...

  4. No More "Magic Aprons": Longitudinal Assessment and Continuous Improvement of Customer Service at the University of North Dakota Libraries

    Science.gov (United States)

    Clark, Karlene T.; Walker, Stephanie R.

    2017-01-01

    The University of North Dakota (UND) Libraries have developed a multi-award winning Customer Service Program (CSP) involving longitudinal assessment and continuous improvement. The CSP consists of iterative training modules; constant reinforcement of Customer Service Principles with multiple communication strategies and tools, and incentives that…

  5. Application analysis tools for ASIP design: application profiling and instruction-set customization

    National Research Council Canada - National Science Library

    Karuri, Kingshuk; Leupers, Ranier

    2011-01-01

    ... of the operating system they are targeting and execute them on the main application processor in the SmartPhone. However these are not the only applications that need to run on the SmartPhone. There are many underlying applications, or lets better call them algorithms, that have very demanding performance and power consumption targets, yet need to be flexible. Here is where the custom processor comes into play for the implementation of algorithms that will have certain variability but are covering a narrow enough design sp...

  6. Pengaruh Customer Satisfaction terhadap Customer Retention (Survei Pelanggan J.co Donut & Coffee Malang)

    OpenAIRE

    Tanjung, Andhika; Sanawiri, Brillyanes

    2017-01-01

    This research aims to identify influence of Customer Satisfaction, to Customer Retention. The independent varible in this research are Customer Satsisfaction (X), with the dependent variable Customer Retention (Y). The type of research is explanatory research with quantitative approach. The object of research is the customer J.Co Donut & Coffee with minimum purchase at least 2 times. The sampling after selectes by purposive sampling tehcnique is as many as 116 people of respondents. The d...

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

    OpenAIRE

    Mark Tanya; Niraj Rakesh; Dawar Niraj

    2007-01-01

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

  8. Efek Customer Customer Interaction Terhadap Satisfaction Dan Word of Mouth Pada Hotel Mandarin Oriental

    OpenAIRE

    Hijir, Putri

    2016-01-01

    The background of this research was the effect of Customer to Customer Interaction affect satisfaction, word of mouth, in mandarin oriental hotel. The objective of this research is to examine the impact of Customer satisfaction, Service Atmosphere, Personal Interaction, Customer Customer Interaction, Word of Mouth. The design of this research applies primary data obtained by distributing questionnaires to 200 customer who are using Mandarin Oriental Hotel. Data analysis method used in this re...

  9. The Addition of Spiritual Dimension on Customer Value to Investigate the Relationship of Customer Value, Customer Satisfaction and Behavior Intention on Islamic Banks Saving Products in Indonesia

    Directory of Open Access Journals (Sweden)

    Adi Zakaria Afiff

    2009-06-01

    Full Text Available This study propose the addition of a spiritual dimension in the formation of customer value, in addition to the functional, social and emotional dimension of customer value that has already been empirically tested in previous studies, among customers who own saving products at Islamic banks in Indonesia. The study also investigate the relationship between customer value and customer satisfaction, and the relationship between customer satisfaction and customer behavioral intentions among these Islamic banks customers. The results show that spiritual dimension is significantly related to the customer value together with all three other dimensions (functional, social and emotional of customer value. All dimensions have significant relationship with customer value. Finally the results also show that customer value positively influence customer satisfaction, and customer satisfaction positively influence customer behavior intentions.

  10. Customer satisfaction.

    Science.gov (United States)

    Vukmir, Rade B

    2006-01-01

    This paper seeks to present an analysis of the literature examining objective information concerning the subject of customer service, as it applies to the current medical practice. Hopefully, this information will be synthesized to generate a cogent approach to correlate customer service with quality. Articles were obtained by an English language search of MEDLINE from January 1976 to July 2005. This computerized search was supplemented with literature from the author's personal collection of peer-reviewed articles on customer service in a medical setting. This information was presented in a qualitative fashion. There is a significant lack of objective data correlating customer service objectives, patient satisfaction and quality of care. Patients present predominantly for the convenience of emergency department care. Specifics of satisfaction are directed to the timing, and amount of "caring". Demographic correlates including symptom presentation, practice style, location and physician issues directly impact on satisfaction. It is most helpful to develop a productive plan for the "difficult patient", emphasizing communication and empathy. Profiling of the customer satisfaction experience is best accomplished by examining the specifics of satisfaction, nature of the ED patient, demographic profile, symptom presentation and physician interventions emphasizing communication--especially with the difficult patient. The current emergency medicine customer service dilemmas are a complex interaction of both patient and physician factors specifically targeting both efficiency and patient satisfaction. Awareness of these issues particular to the emergency patient can help to maximize efficiency, minimize subsequent medicolegal risk and improve patient care if a tailored management plan is formulated.

  11. Investigating the effects of smart technology on customer dynamics and customer experience

    OpenAIRE

    Foroudi, Pantea; Gupta, Suraksha; Sivarajah, Uthayasankar; Broderick, Amanda

    2018-01-01

    Increased use of smart technologies by customers is leading to recognition of their influence on the shopping experiences of customers by practitioners. However, the academic literature fails to acknowledge the influence of smart technology usage, combined with behavioural intention of the customer, on the dynamics and experience of customers. This research utilises explanatory research at the preliminary stage to examine this phenomenon in a retail setting. A conceptual framework was created...

  12. The case for customer loyalty.

    Science.gov (United States)

    Sturm, Arthur C

    2004-09-01

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

  13. $\\gamma$-$\\gamma$ and $\\gamma$-p events at high energies

    CERN Document Server

    Schuler, Gerhard A.; Gerhard A Schuler; Torbjorn Sjostrand

    1994-01-01

    A real photon has a complicated nature, whereby it may remain unresolved or fluctuate into a vector meson or a perturbative q-qbar pair. Based on this picture, we previously presented a model for gamma-p events that is based on the presence of three main event classes: direct, VMD and anomalous. In gamma-gamma events, a natural generalization gives three-by-three combinations of the nature of the two incoming photons, and thus six distinct event classes. The properties of these classes are constrained by the choices already made, in the gamma-p model, of cut-off procedures and other aspects. It is therefore possible to predict the energy-dependence of the cross section for each of the six components separately. The total cross section thus obtained is in good agreement with data, and also gives support to the idea that a simple factorized ansatz with a pomeron and a reggeon term can be a good approximation. Event properties undergo a logical evolution from p-p to gamma-p to gamma-gamma events, with larger cha...

  14. Perspectives of small retailers in the organic market: Customer satisfaction and customer enthusiasm

    OpenAIRE

    Bolten, Jan; Kennerknecht, Raphael; Spiller, Achim

    2006-01-01

    Abstract. In this paper we discuss the impact of customer satisfaction and enthusiasm on the performance of small retailers in the organic food market. The analysis of customer satisfaction and shop data confirm essential economic effects. The study is based on 948 customer interviews and an analysis of management ratios of 12 organic food shops in Germany. The results show that customer satisfaction is a relevant key to sales performance. Regression analysis reveals that overall customer sat...

  15. 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.

  16. Using alternative segmentation techniques to examine residential customer`s energy needs, wants, and preferences

    Energy Technology Data Exchange (ETDEWEB)

    Hollander, C.; Kidwell, S. [Union Electric Co., St. Louis, MO (United States); Banks, J.; Taylor, E. [Cambridge Reports/Research International, MA (United States)

    1994-11-01

    The primary objective of this study was to examine residential customers` attitudes toward energy usage, conservation, and efficiency, and to examine the implications of these attitudes for how the utility should design and communicate about programs and services in these areas. This study combined focus groups and customer surveys, and utilized several customer segmentation schemes -- grouping customers by geodemographics, as well as customers` energy and environmental values, beliefs, and opinions -- to distinguish different segments of customers.

  17. E-CUSTOMS PROGRAMME - NEW QUALITY OF SERVICES PROVIDED BY CUSTOMS ADMINISTRATIONS TO EUROPEAN BUSINESS

    Directory of Open Access Journals (Sweden)

    Małgorzata Czermińska

    2016-09-01

    Full Text Available E-Customs initiative includes a number of IT projects, organizational and legal measures. They are designed to creation of a simple and paperless environment for trade and customs, to short the duration of customs clearance and to ensure an appropriate level of security of commercial transactions. Modern customs administration must operate on the basis of advanced infrastructure in the field of information and communication technologies. Only then will it be able to provide cheaper and more efficient customs services. Therefore, the greatest challenge and the main goal of the e-Customs programme is to harmonize customs procedures and systems in the 28 Member States. The article describes the assumptions and objectives of the e-Customs, presents its genesis and evolution. Particular attention was paid to the activities that are aimed at improving the quality of customs services provided to European companies.

  18. Delivering customer solutions

    International Nuclear Information System (INIS)

    Bergsma, J.

    1997-01-01

    Convergence of the energy industries began with customer's demands for the best energy choice and value. In a converged energy market customers buy year-round home comfort, rather than gas heat or electric air conditioning. Union Gas has been facilitating cogeneration development to its customers since the mid 1980's. A brief description of the corporate context of Union Gas and Centra Gas was provided. Convergence at the retail level was discussed in detail. The essence of converge at the retail level is that an energy service provider will tailor products and services to meet a customer's specific needs for choice, value and best prices. Consequently, a residential customer will have the choice to select an environmentally preferred fuel source for home comfort, plus billing options, merchandise and repair services, all for one price, and from one utility

  19. The Influence Of Customer Handling On Brand Image In Building Customer Loyalty

    Directory of Open Access Journals (Sweden)

    Ryan Kurniawan

    2015-08-01

    Full Text Available Complaint handling influences brand image which will influence customer loyalty in the future. This research is aimed to find out how the complaint handling is capable to influence against the brand image in building the customer loyalty of Indomaret Minimarket with the study case of Indomaret Minimarket. This research also aims to find out how the complaint handling is conducted by Indomaret Minimarket the brand image of service on Indomaret Minimarket as well as the customer loyalty of Indomaret Minimarket. This research using questionnaire as an instrument in collecting the data. The analysis type of this research is descriptive analysis and causal. The sample used as many as a 165 respondents with purposive sampling techniques. This research uses 33 indicators that will be counted with analysis technique SEM Structural Equation Modelling. The result of this research is that the complaint handling conducted by Indomaret Minimarket has been good but the aspect of speed in complaint handling is considered as not good. Besides the brand image and loyalty have been good enough. The customer loyalty is influenced by the complaint handling and the brand image by 32.7. The complaint handling has a significant influence against the customer satisfaction but the complaint handling does not influence against the customer loyalty. The brand image significantly influences against the customer loyalty. Then complaint handling influential not directly to customers trough loyalty of customer satisfaction. In addition the necessary integrated system standardization compensation and to rejuvenate issue at regular intervals to improve complaint handling that can give the effect to customer loyalty through brand image.

  20. Profit-Based Model Selection for Customer Retention Using Individual Customer Lifetime Values.

    Science.gov (United States)

    Óskarsdóttir, María; Baesens, Bart; Vanthienen, Jan

    2018-03-01

    The goal of customer retention campaigns, by design, is to add value and enhance the operational efficiency of businesses. For organizations that strive to retain their customers in saturated, and sometimes fast moving, markets such as the telecommunication and banking industries, implementing customer churn prediction models that perform well and in accordance with the business goals is vital. The expected maximum profit (EMP) measure is tailored toward this problem by taking into account the costs and benefits of a retention campaign and estimating its worth for the organization. Unfortunately, the measure assumes fixed and equal customer lifetime value (CLV) for all customers, which has been shown to not correspond well with reality. In this article, we extend the EMP measure to take into account the variability in the lifetime values of customers, thereby basing it on individual characteristics. We demonstrate how to incorporate the heterogeneity of CLVs when CLVs are known, when their prior distribution is known, and when neither is known. By taking into account individual CLVs, our proposed approach of measuring model performance gives novel insights when deciding on a customer retention campaign. The method is dependent on the characteristics of the customer base as is compliant with modern business analytics and accommodates the data-driven culture that has manifested itself within organizations.

  1. The Influence of Perceived Value on Customer Loyalty in Slovenian Hotel Industry

    Directory of Open Access Journals (Sweden)

    Tadeja Krasna

    2008-04-01

    Full Text Available Perceived value has an enormous influence on customer behavior, because it influences his decisions on product choice, purchase intentions and repeat purchasing. Most frequently it appears in connection with quality and customer satisfaction. The purpose of this article is to present the role of perceived values as marketing tool for assuring customer loyalty in Slovenian hotel industry, where knowing a guest and understanding his wishes and expectations plays an essential part. By means of qualitative marketing research it was ascertained that the offer of Slovenian hoteliers does not differ in general from the offer of other hoteliers; this is why they are trying to expose characteristics which are most appreciated by guests. They are laying great emphasis on culinary art, creation of homelike feeling and integrated experience.

  2. EVALUATING A CUSTOMER-CENTRIC APPROACH

    Directory of Open Access Journals (Sweden)

    Luigi-Nicolae DUMITRESCU

    2007-01-01

    Full Text Available Customer focus is, at best, only one element of the relationship between a company and its customers. At worst it is a board-room buzzworld, witch makes every board member feel a little more secure. Not unlike the phrase “working towards equal opportunities”, it is showing an awareness of a need but is not addressing the issues. Customer focus must lead to something meaningful, will probably require sacrifices and is just one of the steps necessary to become truly customer-centric. A customer focus puts your customers high on your list of priorities. When you put your customers into the heart of your business, make customers part of the culture, then you to become customer-centric.

  3. Impact Of Customer Relationship Management On Customer Retention A Case Of Private Banks Of Sialkot Punjab

    Directory of Open Access Journals (Sweden)

    Nayab Bashir

    2017-08-01

    Full Text Available Customer relationship management is good for banking sector to increase in any economic condition and for customers to receive quality services This research check the impact of customer relationship management activities on banks customer retention in Sialkot Punjab. For the purpose of study a sampling analysis was conducted among 330 customers of selected private banks that is Habib Bank limited United Bank limited Faysal Bank limited with the help of a structured questionnaire. 316 questionnaires were usable. Statistical answers give support on the high positive relationship between customer relationship management CRM and customer satisfaction. This study exposed that there is a important positive relationship among the variables. This study exposes that the suitable execution of CRM will increases the number of customer satisfaction or make long term healthy relations with the current or potential customers through managing information or improve the performance of services that assist customer retention. Acronyms CRM Customer relationship management CS Customer satisfaction CR Customer retention Abbreviations Customer relationship management

  4. The use of ICT tools to support collaborative product development activities: evidences from Brazilian industry

    Directory of Open Access Journals (Sweden)

    Daisy Valle Enrique

    2018-06-01

    Full Text Available Abstract Paper aims This paper aims to understand the relationship between Information & Communication Technology (ICT, collaborative New Product Development (NPD and customer satisfaction (NPD performance. Originality We target the relationship between ICT, collaborative NPD and NPD performance. ICT is assessed as a set of specific tools adopted by the companies. Research method We test the mediating role of collaborative practices in the effect of ICT tools on customer satisfaction (as NPD performance by means of a survey of 105 Brazilian firms. Main findings Collaboration with customers and suppliers has an important role for customer satisfaction and the use of ICT has significant effect on NPD performance through the mediating role of collaborative practices. Implications for theory and practice Implementing only ICT tools is not enough to achieve higher level of success in NPD. Managers should first strength the relationship between stakeholders and then adopt ICT tools to support the cooperation.

  5. Precise measurement of {gamma}(K{yields}e {nu}({gamma}))/{gamma}(K{yields}{mu} {nu}({gamma})) and study of K{yields}e {nu} {gamma}

    Energy Technology Data Exchange (ETDEWEB)

    Ambrosino, F.; Massarotti, P.; Meola, S.; Napolitano, M. [Dipartimento di Scienze Fisiche dell' Universita ' ' Federico II' ' , Napoli (Italy); INFN Sezione di Napoli, Napoli (Italy); Antonelli, A.; Antonelli, M.; Bencivenni, G.; Bloise, C.; Bossi, F.; Capon, G.; Capussela, T.; Ciambrone, P.; De Lucia, E.; De Simone, P.; Dreucci, M.; Felici, G.; Gatti, C.; Giovannella, S.; Jacewicz, M.; Lanfranchi, G.; Miscetti, S.; Moulson, M.; Murtas, F.; Palutan, M.; Santangelo, P.; Sciascia, B.; Sibidanov, A.; Spadaro, T.; Venanzoni, G. [Laboratori Nazionali di Frascati dell' INFN, Frascati (Italy); Archilli, F. [Dipartimento di Fisica dell' Universita ' ' Tor Vergata' ' , Rome (Italy); INFN Sezione di Roma Tor Vergata, Rome (Italy); Beltrame, P.; Denig, A.; Mueller, S. [Johannes Gutenberg-Universitaet, Institut fuer Kernphysik, Mainz (Germany); Bini, C.; De Santis, A.; De Zorzi, G.; Di Domenico, A.; Fiore, S.; Franzini, P.; Gauzzi, P. [Dipartimento di Fisica dell' Universita ' ' La Sapienza' ' , Rome (Italy); INFN Sezione di Roma, Rome (Italy); Bocchetta, S.; Ceradini, F.; Di Micco, B.; Nguyen, F. [Dipartimento di Fisica dell' Universita ' ' Roma Tre' ' , Rome (Italy); INFN Sezione di Roma Tre, Rome (Italy); Branchini, P.; Graziani, E.; Passeri, A.; Tortora, L. [INFN Sezione di Roma Tre, Rome (Italy); Capriotti, D. [Dipartimento di Fisica dell' Universita ' ' Roma Tre' ' , Rome (Italy); Di Donato, C. [INFN Sezione di Napoli, Napoli (Italy); Kulikov, V. [Institute for Theoretical and Experimental Physics, Moscow (Russian Federation); Lee-Franzini, J. [Laboratori Nazionali di Frascati dell' INFN, Frascati (Italy); State University of New York, Physics Department, Stony Brook (United States); Martini, M.; Patera, V.; Versaci, R. [Laboratori Nazionali di Frascati dell' INFN, Frascati (Italy); Dipartimento di Energetica dell' Universita ' ' La Sapienza' ' , Rome (Italy); Valente, P. [INFN Sezione di Roma, Rome (Italy)

    2009-12-15

    We present a precise measurement of the ratio R{sub K}={gamma}(K{yields}e{nu}({gamma}))/{gamma}(K{yields}{mu}{nu}({gamma})) and a study of the radiative process K{yields}e{nu}{gamma}, performed with the KLOE detector. The results are based on data collected at the Frascati e{sup +}e{sup -} collider DA {phi}NE for an integrated luminosity of 2.2 fb{sup -1}. We find R{sub K}=(2.493{+-}0.025{sub stat}{+-}0.019{sub syst}) x 10{sup -5}, in agreement with the Standard Model expectation. This result is used to improve constraints on parameters of the Minimal Supersymmetric Standard Model with lepton flavor violation. We also measured the differential decay rate d {gamma}(K{yields}e{nu}{gamma})/dE{sub {gamma}} for photon energies 10gamma}}<250 MeV. Results are compared with predictions from theory. (orig.)

  6. Customizing Laboratory Information Systems: Closing the Functionality Gap.

    Science.gov (United States)

    Gershkovich, Peter; Sinard, John H

    2015-09-01

    Highly customizable laboratory information systems help to address great variations in laboratory workflows, typical in Pathology. Often, however, built-in customization tools are not sufficient to add all of the desired functionality and improve systems interoperability. Emerging technologies and advances in medicine often create a void in functionality that we call a functionality gap. These gaps have distinct characteristics—a persuasive need to change the way a pathology group operates, the general availability of technology to address the missing functionality, the absence of this technology from your laboratory information system, and inability of built-in customization tools to address it. We emphasize the pervasive nature of these gaps, the role of pathology informatics in closing them, and suggest methods on how to achieve that. We found that a large number of the papers in the Journal of Pathology Informatics are concerned with these functionality gaps, and an even larger proportion of electronic posters and abstracts presented at the Pathology Informatics Summit conference each year deal directly with these unmet needs in pathology practice. A rapid, continuous, and sustainable approach to closing these gaps is critical for Pathology to provide the highest quality of care, adopt new technologies, and meet regulatory and financial challenges. The key element of successfully addressing functionality gaps is gap ownership—the ability to control the entire pathology information infrastructure with access to complementary systems and components. In addition, software developers with detailed domain expertise, equipped with right tools and methodology can effectively address these needs as they emerge.

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

    Directory of Open Access Journals (Sweden)

    Olumoko,Tajudeen .A.

    2010-12-01

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

  8. Customer relationships marketing

    Directory of Open Access Journals (Sweden)

    Đorđević Bojan

    2005-01-01

    Full Text Available Market economy terms impose on modern companies the need to change their business relationships to customers. In this way has the term "customer relationship marketing", known as CRM, come into use. Customers are the most valuable asset of a company, and the wisdom and essence of CRM can be presented in two words - profitable and long-term. Modern customer is an individual. They are smart, informed, have great expectations and want only the best, and they can change their supplier by one click of the mouse. Every one of them is characterized by specific needs, and, in that sense the company must strive to satisfy them with the right offer at the right time and through the right channel. The aim of the company is to have loyal customers who will help the company make maximized profit and competitive advantage on the market.

  9. 77 FR 67865 - Enhancing Protections Afforded Customers and Customer Funds Held by Futures Commission Merchants...

    Science.gov (United States)

    2012-11-14

    ... Parts 1, 3, 22 et al. Enhancing Protections Afforded Customers and Customer Funds Held by Futures... Customers and Customer Funds Held by Futures Commission Merchants and Derivatives Clearing Organizations... amend existing regulations to require enhanced customer protections, risk management programs, internal...

  10. Performance of gamma spectrometry counting system

    International Nuclear Information System (INIS)

    Yii Mei Wo; Maziah Mahmud

    2007-01-01

    Gamma spectrometry counting system widely used as tool to measure qualitative and quantitative gamma-ray emitters in a sample. Container size, sample to detector distance, sample volume are well known factors that affecting the quality of measurement. However, factor such as the age of the system was not been reported. Therefore, the objective of this study is to find out how the age factor affecting the quality of the measurement. From this study, it is found that when the age of the system increased, the system tends to have higher lower limit of detection and poorer linearity showing that age factor do affecting the quality of measurement. (Author)

  11. The marketing concept of customer value of hospitality service

    OpenAIRE

    O.V. Gerasimenko

    2015-01-01

    Customer value is a significant part of marketing activity of the company, especially in the modern state of Ukrainian economy. Globalization, crisis transformation in the service sector, falling consumer demand, a glut of supply of hotel services and increased competition actualize scientific problem solving improving marketing concepts according to external challenges unstable business environment. Applying effective marketing tool businesses will proactively adapt to the turbulent business...

  12. Do 'enabling technologies' affect customer performance in price-responsive load programs?

    International Nuclear Information System (INIS)

    Goldman, Charles A.; Kintner-Meyer, Michael; Heffner, Grayson

    2002-01-01

    Price-responsive load (PRL) programs vary significantly in overall design, the complexity of relationships between program administrators, load aggregators, and customers, and the availability of ''enabling technologies''. Enabling technologies include such features as web-based power system and price monitoring, control and dispatch of curtailable loads, communications and information systems links to program participants, availability of interval metering data to customers in near real time, and building/facility/end-use automation and management capabilities. Two state agencies - NYSERDA in New York and the CEC in California - have been conspicuous leaders in the demonstration of demand response (DR) programs utilizing enabling technologies. In partnership with key stakeholders in these two states (e.g., grid operator, state energy agencies, and program administrators), Lawrence Berkeley National Laboratory (LBNL) and Pacific Northwest National Laboratory (PNNL) surveyed 56 customers who worked with five contractors participating in CEC or NYSERDA-sponsored DR programs. We combined market research and actual load curtailment data when available (i.e., New York) or customer load reduction targets in order to explore the relative importance of contractor's program design features, sophistication of control strategies, and reliance on enabling technologies in predicting customer's ability to deliver load reductions in DR programs targeted to large commercial/industrial customers. We found preliminary evidence that DR enabling technology has a positive effect on load curtailment potential. Many customers indicated that web-based energy information tools were useful for facilitating demand response (e.g., assessing actual performance compared to load reduction contract commitments), that multiple notification channels facilitated timely response, and that support for and use of backup generation allowed customers to achieve significant and predictable load

  13. Customer Integration during Innovation Development

    DEFF Research Database (Denmark)

    Pedrosa, Alex

    2012-01-01

    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......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...... the activities companies should engage in when integrating customers during innovation development. Thus, this study investigates how and when customer-oriented companies engage in customer interaction during innovation development. Using a multiple case study design, this study examines four substantive cases...

  14. Comparison of full width at half maximum and penumbra of different Gamma Knife models.

    Science.gov (United States)

    Asgari, Sepideh; Banaee, Nooshin; Nedaie, Hassan Ali

    2018-01-01

    As a radiosurgical tool, Gamma Knife has the best and widespread name recognition. Gamma Knife is a noninvasive intracranial technique invented and developed by Swedish neurosurgeon Lars Leksell. The first commercial Leksell Gamma Knife entered the therapeutic armamentarium at the University of Pittsburgh in the United States on August 1987. Since that time, different generation of Gamma Knife developed. In this study, the technical points and dosimetric parameters including full width at half maximum and penumbra on different generation of Gamma Knife will be reviewed and compared. The results of this review study show that the rotating gamma system provides a better dose conformity.

  15. The gamma spectrometry a powerful tool for irradiated fuel and fission products release studies

    International Nuclear Information System (INIS)

    Pontillon, Y.; Roure, C.; Lacroix, B.; Martella, T.; Ducros, G.; Ravel, S.; Gleizes, B.

    2003-01-01

    Over the last decades, due to the potentially severe consequences of a nuclear incident and/or accident for surrounding populations as well as the environment, international safety authorities launched R and D programs in support of general policy on exploitation of nuclear energy. This increasing interest enabled starting of many research programs in CEA and particularly in Nuclear Energy Directorate (DEN). Most of them are devoted to (i) the source term of fission products (including gas) and actinides released from PWR fuel samples in normal or accident conditions, (ii) burn-up determination, (iii) isotopic repartition... by quantitative gamma spectrometry. In this context, the Department of Fuel Studies (DEC), part of the DEN, has acquired considerable experience in this field of research. In order to attain the required capabilities, specific technical facilities set up in shielded hot cells at the CEA-Grenoble and CEA-Cadarache have been developed. In particular, the researchers of the Department have developed several gamma scanning benches and a set of two thermal treatment devices, including the so-called 'VERCORS facility'. These devices are associated to on line quantitative gamma spectrometry, in order to measure emitted gas and fission products (FPs). The greatest asset of such installations is to ensure a high analytical experiments rate, and as a consequence to make parametrical approach of planned studies easier. The first part of the present communication focuses, on the one hand, on the peculiar aspects of the gamma spectrometry applied on irradiated fuel, mad on the other hand, on the technical aspect of the different facilities (i.e. quantitative gamma spectrometry apparatus and corresponding 'home made' software). The last part is devoted to the results which can be obtained with such installation. In particular, it will be explained how experimental programs on FPs and gas release in normal and/or accidental conditions can be conducted

  16. Pengaruh Hubungan Pelanggan (Customer Relationship) Terhadap Nilai Pelanggan (Customer Value) Pada Grosir Busana Muslim Ud. Leni

    OpenAIRE

    Napitupulu, Romeo Sahala

    2016-01-01

    Customer relationship is the company's strategy to gain profit through customer management efforts . Customer relationship is a process of changing customer behavior from time to time and learn from every customer interaction , adjust the action , and strengthen the bond between the customer and the company. This is the main principle that is important in marketing . There are two activities in a customer relationship are: consumer information and complaint handling . Customer relationship cl...

  17. EXPANDING FRONTIERS OF CUSTOMER KNOWLEDGE MANAGEMENT TO SUSTAIN COMPETITIVE ADVANTAGE: THE MEDIATING ROLE OF PREDICTIVE ANALYTICS

    Directory of Open Access Journals (Sweden)

    Diana Chernetska

    2017-02-01

    Full Text Available Business reality, as well as IT literature, is indicating the shift towards data-driven societies. However, business research is lacking the conceptualizations and explanations in this regard. The common denominator of these perspectives is the key role of customer integration. This can be ensured by efficient managing of customer knowledge. At the same time, online activity of companies provides a possibility to generate customer behavioral data, which potential can be unveiled using specific techniques and tools, such as predictive analytics. Given the peculiarity of such knowledge assets, generated via analytics, it has to be specifically addressed within customer knowledge management. Using resource-based view as a theoretical lens, this study first deduces research propositions which then analyses against the empirical findings from case studies. Findings indicated specific nature of analytics-generated customer knowledge that challenges the frontiers of customer knowledge management towards integration with data management and information management.

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

    NARCIS (Netherlands)

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

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

  19. 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

  20. The Gamma Factory — new research opportunities for CERN

    CERN Multimedia

    CERN. Geneva

    2017-01-01

    In this talk I shall discuss the recent initiative of broadening the present CERN research programme by including a new component exploiting a novel concept of the light source. The proposed, partially stripped ion beam driven, light source is the backbone of the Gamma Factory initiative. It could be realized at CERN by using the infrastructure of the already existing accelerators. It could push the intensity limits of the presently operating light-sources by at least 7 orders of magnitude, reaching the flux of the order of 10^17 photons/s, in the particularly interesting gamma-ray energy domain of 0.1 — 400 MeV. The partially stripped ion beams, the unprecedented-intensity energy-tuned gamma beams, together with the gamma-beam-driven secondary beams of polarized positrons, polarized muons, neutrinos, neutrons and radioactive ions constitute the basic research tools of the Gamma Factory. A broad spectrum of new research opportunities, in a vast domain of uncharted fundamental and applied physics territories...

  1. The application of full spectrum gamma-gamma techniques to density/photoelectric cross section logging

    International Nuclear Information System (INIS)

    Minette, D.C.; Hubner, B.G.; Koudelka, J.C.; Schmidt, M.

    1986-01-01

    The Compensated Z-Densilog instrument is a new full spectrum gamma-gamma logging instrument, measuring the density and photoelectric cross section (Pe) of the formation. This instrument represents an advancement over present instruments in that the observed gamma spectrum is sent to the surface as a full 256-channel spectrum instead of count rates in a few energy gates. This advancement is made possible by the use of high speed digital electronics which are protected from the high temperatures observed downhole by custom-built flasks. In this paper, the new advanced electronics are considered in some detail. This consideration includes a comparison of full spectrum data acquisition with the multiple discriminator window technique, which is the foundation of the ''few gate'' method. Both of these methods are critiqued based upon electronic stability and the information obtained. The full spectrum provided by high speed electronics facilitates a much more sophisticated data analysis. This data analysis, based on phenomenological model of the instrument (Minette, 1984), includes real time compensation for changes in detector gain and crystal resolution. It also includes a ''four-dimensional'' rib-spine plot, which separates the compensation for mudcake density from the compensation for the Pe of the formation and the mudcake. Also included in the software are real time error minimization and real time decision-making techniques. These techniques maximize the sensitivity of the instrument to the density and Pe of the formation and minimize error due to statistical fluctuations. Gain and resolution compensation completes the data analysis. This compensation virtually eliminates density and Pe errors caused by changing gain and resolution

  2. Creating a comprehensive customer service program to help convey critical and acute results of radiology studies.

    Science.gov (United States)

    Towbin, Alexander J; Hall, Seth; Moskovitz, Jay; Johnson, Neil D; Donnelly, Lane F

    2011-01-01

    Communication of acute or critical results between the radiology department and referring clinicians has been a deficiency of many radiology departments. The failure to perform or document these communications can lead to poor patient care, patient safety issues, medical-legal issues, and complaints from referring clinicians. To mitigate these factors, a communication and documentation tool was created and incorporated into our departmental customer service program. This article will describe the implementation of a comprehensive customer service program in a hospital-based radiology department. A comprehensive customer service program was created in the radiology department. Customer service representatives were hired to answer the telephone calls to the radiology reading rooms and to help convey radiology results. The radiologists, referring clinicians, and customer service representatives were then linked via a novel workflow management system. This workflow management system provided tools to help facilitate the communication needs of each group. The number of studies with results conveyed was recorded from the implementation of the workflow management system. Between the implementation of the workflow management system on August 1, 2005, and June 1, 2009, 116,844 radiology results were conveyed to the referring clinicians and documented in the system. This accounts for more than 14% of the 828,516 radiology cases performed in this time frame. We have been successful in creating a comprehensive customer service program to convey and document communication of radiology results. This program has been widely used by the ordering clinicians as well as radiologists since its inception.

  3. Gamma-ray bursts

    CERN Document Server

    Wijers, Ralph A M J; Woosley, Stan

    2012-01-01

    Cosmic gamma ray bursts (GRBs) have fascinated scientists and the public alike since their discovery in the late 1960s. Their story is told here by some of the scientists who participated in their discovery and, after many decades of false starts, solved the problem of their origin. Fourteen chapters by active researchers in the field present a detailed history of the discovery, a comprehensive theoretical description of GRB central engine and emission models, a discussion of GRB host galaxies and a guide to how GRBs can be used as cosmological tools. Observations are grouped into three sets from the satellites CGRO, BeppoSAX and Swift, and followed by a discussion of multi-wavelength observations. This is the first edited volume on GRB astrophysics that presents a fully comprehensive review of the subject. Utilizing the latest research, Gamma-ray Bursts is an essential desktop companion for graduate students and researchers in astrophysics.

  4. Impact of PT. Central Proteinaprima Customer Relationship Management Towards Customer Loyalty in Sidoarjo Area

    OpenAIRE

    Santoso, Ivandy

    2015-01-01

    Customer Relationship Management is considered as an important factor that can impact customer loyalty in purchasing a product. In Sidoarjo, PT. Central Proteinaprima, a fish feed company, also competes with other companies to attract customer loyalty. This research is conducted with the aim to find out the effect of customer relationship management on customer loyalty. The data was gathered using simple random sampling by distributing questionnaires to 150 respondents in Sidoarjo...

  5. CUSTOMIZED PRODUCTS: THE INTEGRATING RELATIONSHIP MARKETING, AGILE MANUFACTURING AND SUPPLY CHAIN MANAGEMENT FOR MASS CUSTOMIZATION

    OpenAIRE

    Süleyman BARUTCU

    2007-01-01

    A customized product is a special product designed and manufactured for individual customers to meet their individual needs. Managers need to understand why customers demand and how companies supply customized products. The importance of this study is to highlight business, marketing and manufacturing strategies so as to supply customized products efficiently. It is expected from a manufacturer to successfully adopt relationship marketing, mass customization, agile manufacturing and supply ch...

  6. Microleakage of Different Post Systems and a Custom Adapted Fiber Post

    Directory of Open Access Journals (Sweden)

    Farideh Geramipanah

    2013-01-01

    Full Text Available Objective: The effects of closely adapting a prefabricated fiber to the post space remain unknown. The purpose of this study was to quantify the microleakages of a custom adapted fiber-reinforced post, a prefabricated quartz fiber post and a cast post using nondestructive methods.Materials and Methods: Sixty-five extracted human premolars were endodontically treated and randomly divided into three groups (n=15, which were restored using a cast post-and-core, a custom adapted fiber post (Refropost with a microhybrid microfiller resin composite (Gradia, or a prefabricated quartz fiber post (DT light post and two groups of control ( n=10. All groups were cemented using a dual polymerizing resin cement (Panavia F2.0. A composite core (Z100 was used for the fiber posts. The microleakage was calculated for the experimental and control groups before and after thermal cycling and cycling loading using a radiotracer solution (thallium 201 chloride and a gamma counter device. Data were subjected to statistical analysis of ANOVA and Tukey HSD at significant level of P< 0.05.Results: Significantly lower microleakage values were found for the cast post-and-core (mean value =16.04 ×104 and custom adapted fiber post groups (mean value=14.36×104. Thermal cycling and cyclic loading had no significant effect on the microleakage value of any tested group.Conclusion: Post systems with improved adaptation showed similar microleakage to casting post

  7. Radiative decay of the eta-, eta'-mesons in the nonlocal quark model. [eta(eta'). --> gamma gamma. ; eta. -->. pi. /sup +/. pi. /sup -/. gamma. ; eta. -->. pi. /sup 0/2. gamma. ; eta'. -->. rho/sup 0/. gamma. ; eta'. -->. omega gamma. ;. pi. /sup 0/. -->. gamma. e/sup +/e/sup -/; eta(eta'). -->. gamma mu. /sup +/. mu. /sup -/

    Energy Technology Data Exchange (ETDEWEB)

    Efimov, G V; Ivanov, M A; Nogovitsyn, E A [Joint Inst. for Nuclear Research, Dubna (USSR)

    1981-07-01

    P..--> gamma gamma.. (P=..pi../sup 0/, eta, eta'), eta..--> pi../sup +/..pi../sup -/..gamma.., eta..--> pi../sup 0/..gamma gamma.., eta/sup 1/..-->..V..gamma.. (V=rho/sup 0/, ..omega..), p..--> gamma..l/sup +/l/sup -/ (p=..pi../sup 0/, eta, eta') radiation decays are studied for testing the applicability of the non-local quark model for description of the experimental data. The Feynman diagrams of these decays are presented, values of the widths of the Veta..--> gamma gamma.., eta..--> pi../sup +/..pi../sup -/..gamma.., eta..--> pi../sup 0/..gamma gamma.., eta'..--> gamma gamma.., eta'..-->..rho/sup 0/..gamma.., eta'..--> omega gamma.. decays are calculated and given in the form of a table. Calculations are carried out for two values of the eta eta'-crossing angle: THETA=-11 deg and -18 deg. Values of invariant amplitudes of these decays are determined for ..pi../sup 0/..--> gamma..e/sup +/e/sup -/, eta..--> gamma mu../sup +/..mu../sup -/, eta'..--> gamma mu../sup +/..mu../sup -/ decays at THETA=-11 deg and -18 deg. The best agreement with the experimental data is noted to take place at THETA=-11 deg, the determined width of the eta..--> pi../sup 0/..gamma gamma.. decays is underestimated as compared with the experimental one.

  8. The use of the mass customization process in companies from the construction sector

    Directory of Open Access Journals (Sweden)

    Diego de Castro Fettermann

    2014-11-01

    Full Text Available Mass Customization (MC is often used to improve customer service and to reduce operational costs in manufacturing companies, and it can also be applied in low-scale contexts, such as construction. This paper aims to assess how construction companies are implementing MC. We compared a framework of MC found in the literature with three case studies and several improvement opportunities were highlighted. As a result, we could conclude that the MC is being poorly used in the construction business and companies can benefit by increasing the implementation of MC tools and techniques

  9. Influence of the tool construction on determination of iron-grade in parameter P-techniques

    International Nuclear Information System (INIS)

    Charbucinski, J.

    1975-01-01

    The results of laboratory tests for utilization of parameter P-technique in gamma-gamma method for the purpose of determination of iron content in an ore have been presented. Measurements were performed in the 4π geometry. The various dependences of the tool response on physical-technical parameters of the tool and the borehole-stratum system have been examined. Optimum construction of the borehole tool has been recommended. (author)

  10. Gamma spectroscopy: from steady beams to radioactive beams

    International Nuclear Information System (INIS)

    Stezowski, O.

    2008-06-01

    The author gives an overview of his research works in the field of gamma spectroscopy. First, he recalls some results of experiments performed for the study of peculiar structures associated with different modes of nucleus rotation, and notably in the case of collective rotation of deformed and even super-deformed nuclei. Then, he details tools and methods used to experimentally determine the level scheme. The main characteristics of steady and radioactive beams are briefly presented, and their complementarities and differences are highlighted. Specific spectrometers and sensors are described. In a last chapter, the author discusses several research projects he is involved in, and more particularly the 'gamma tracking' which is the fundamental principle for gamma multi-sensors of the next generations

  11. Analysis of coupled neutron-gamma radiations, applied to shieldings in multigroup albedo method

    International Nuclear Information System (INIS)

    Dunley, Leonardo Souza

    2002-01-01

    The principal mathematical tools frequently available for calculations in Nuclear Engineering, including coupled neutron-gamma radiations shielding problems, involve the full Transport Theory or the Monte Carlo techniques. The Multigroup Albedo Method applied to shieldings is characterized by following the radiations through distinct layers of materials, allowing the determination of the neutron and gamma fractions reflected from, transmitted through and absorbed in the irradiated media when a neutronic stream hits the first layer of material, independently of flux calculations. Then, the method is a complementary tool of great didactic value due to its clarity and simplicity in solving neutron and/or gamma shielding problems. The outstanding results achieved in previous works motivated the elaboration and the development of this study that is presented in this dissertation. The radiation balance resulting from the incidence of a neutronic stream into a shielding composed by 'm' non-multiplying slab layers for neutrons was determined by the Albedo method, considering 'n' energy groups for neutrons and 'g' energy groups for gammas. It was taken into account there is no upscattering of neutrons and gammas. However, it was considered that neutrons from any energy groups are able to produce gammas of all energy groups. The ANISN code, for an angular quadrature order S 2 , was used as a standard for comparison of the results obtained by the Albedo method. So, it was necessary to choose an identical system configuration, both for ANISN and Albedo methods. This configuration was six neutron energy groups and eight gamma energy groups, using three slab layers (iron aluminum - manganese). The excellent results expressed in comparative tables show great agreement between the values determined by the deterministic code adopted as standard and, the values determined by the computational program created using the Albedo method and the algorithm developed for coupled neutron-gamma

  12. Features of the Development Strategy Customer Relationship Management

    Directory of Open Access Journals (Sweden)

    I. M. Gurova

    2017-01-01

    the nature of its foundations, that is, a special kind of human relationships in the process of economic interaction. Key specific task in the process of developing the strategy is to differentiate customers. This forms the value of the customer base of the organization, which is the basis of the theses and decisions, which are formulated in the future. The presented algorithm of the work is based on the application of modern and classical management tools at each stage of the work. This is aimed at improving the effectiveness of strategy development. Applied value of the article lies in the possibility of using its recommendations for domestic entrepreneur structures, in the framework of the practical work on the development of the strategy of customer relationship management. 

  13. PRICING STRATEGY USED AS A TOOL FOR BUILDING CUSTOMER SATISFACTION IN THE RETAIL SECTOR

    Directory of Open Access Journals (Sweden)

    Toma Sorin

    2010-12-01

    Full Text Available The purpose of this article is to highlight the importance of pricing strategy in the retail sector and the power of their influence on consumer behavior. Merchants should consider the price generates perceptions and can influence consumer behavior and buying customers. They must also understand how to participate in the price of consumer satisfaction.

  14. Accuracy and borehole influences in pulsed neutron gamma density logging while drilling

    Energy Technology Data Exchange (ETDEWEB)

    Yu Huawei [College of Geo-Resources and Information, China University of Petroleum, Qingdao, Shandong 266555 (China); Center for Engineering Applications of Radioisotopes (CEAR), Department of Nuclear Engineering, North Carolina State University, Raleigh, NC 27695 (United States); Sun Jianmeng [College of Geo-Resources and Information, China University of Petroleum, Qingdao, Shandong 266555 (China); Wang Jiaxin [Center for Engineering Applications of Radioisotopes (CEAR), Department of Nuclear Engineering, North Carolina State University, Raleigh, NC 27695 (United States); Gardner, Robin P., E-mail: gardner@ncsu.edu [Center for Engineering Applications of Radioisotopes (CEAR), Department of Nuclear Engineering, North Carolina State University, Raleigh, NC 27695 (United States)

    2011-09-15

    A new pulsed neutron gamma density (NGD) logging has been developed to replace radioactive chemical sources in oil logging tools. The present paper describes studies of near and far density measurement accuracy of NGD logging at two spacings and the borehole influences using Monte-Carlo simulation. The results show that the accuracy of near density is not as good as far density. It is difficult to correct this for borehole effects by using conventional methods because both near and far density measurement is significantly sensitive to standoffs and mud properties. - Highlights: > Monte Carlo evaluation of pulsed neutron gamma-ray density tools. > Results indicate sensitivity of the tool to standoff and mudcake properties. > Accuracy of far spaced detector is better than near spaced.

  15. Accuracy and borehole influences in pulsed neutron gamma density logging while drilling

    International Nuclear Information System (INIS)

    Yu Huawei; Sun Jianmeng; Wang Jiaxin; Gardner, Robin P.

    2011-01-01

    A new pulsed neutron gamma density (NGD) logging has been developed to replace radioactive chemical sources in oil logging tools. The present paper describes studies of near and far density measurement accuracy of NGD logging at two spacings and the borehole influences using Monte-Carlo simulation. The results show that the accuracy of near density is not as good as far density. It is difficult to correct this for borehole effects by using conventional methods because both near and far density measurement is significantly sensitive to standoffs and mud properties. - Highlights: → Monte Carlo evaluation of pulsed neutron gamma-ray density tools. → Results indicate sensitivity of the tool to standoff and mudcake properties. → Accuracy of far spaced detector is better than near spaced.

  16. Customer satisfaction and business excellence

    DEFF Research Database (Denmark)

    Kristensen, Kai; Martensen, Anne; Grønholdt, Lars

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

  17. Numerical study on determining formation porosity using a boron capture gamma ray technique and MCNP.

    Science.gov (United States)

    Liu, Juntao; Zhang, Feng; Wang, Xinguang; Han, Fei; Yuan, Zhelong

    2014-12-01

    Formation porosity can be determined using the boron capture gamma ray counting ratio with a near to far detector in a pulsed neutron-gamma element logging tool. The thermal neutron distribution, boron capture gamma spectroscopy and porosity response for formations with different water salinity and wellbore diameter characteristics were simulated using the Monte Carlo method. We found that a boron lining improves the signal-to-noise ratio and that the boron capture gamma ray counting ratio has a higher sensitivity for determining porosity than total capture gamma. Copyright © 2014 Elsevier Ltd. All rights reserved.

  18. Customer-to-customer interaction in tourism experience: Moderating role of nationality

    Directory of Open Access Journals (Sweden)

    Samar Zgolli

    2017-06-01

    Full Text Available In this research, we examine the effect of extroversion and the perceived similarity on customer to customer interaction (CCI, and the effect of this interaction on the tourists’ reactions. We examine also the moderating role of the nationality in CCI and tourists behavior. The study is based on a sample of 519 tourists from different nationalities (Tunisian, French, German, British and Italian tourists residing in hotels in Tunisia. The results show that extroversion and the perceived similarity contribute to the development of the interactions between customers, and that this type of interaction influences the tourists’ behavioral responses (desire of stay, satisfaction and loyalty. Similarly, the results indicate that the tourist's nationality moderates the relation between CCI and tourists’ reactions. Managers should have a clear and explicit strategic position in terms of interactions with customers. They can put forward their position by valuing and inciting the relationships between customers in terms of distraction, help or information.

  19. Employee customer orientation in manufacturing organizations: joint influences of customer proximity and the senior leadership team.

    Science.gov (United States)

    Liao, Hui; Subramony, Mahesh

    2008-03-01

    Pursuing a customer-focused strategy in manufacturing organizations requires employees across functions to embrace the importance of understanding customer needs and to align their everyday efforts with the goal of satisfying and retaining customers. Little prior research has examined what factors influence employee customer orientation in manufacturing settings. Drawing on the attraction-selection-attrition model, upper-echelons theory, and contingency theories of leadership, this study investigated the joint influences of functional roles' proximity to external customers and the senior leadership team's customer orientation on employee customer orientation. Hierarchical linear modeling results based on data obtained from 4,299 employees and 403 senior leaders from 42 facilities of a global manufacturer operating in 16 countries revealed that employees occupying customer-contact roles had the highest level of customer orientation, followed by employees occupying production roles, and then by those in support roles. In addition, there was a positive relationship between the senior leadership team's customer orientation and employee customer orientation for all 3 functional roles. The positive relationship between the senior leadership team and employee customer orientation was the strongest for employees in support roles, suggesting that lower levels of proximity to external customers may create a greater need for leadership in developing employees' customer-oriented attitudes. Copyright 2008 APA

  20. Gamma knife therapy for craniopharyngioma

    Energy Technology Data Exchange (ETDEWEB)

    Kobayashi, Tatsuya; Kida, Yoshihisa; Tanaka, Takayuki; Yoshida, Kazuo; Yoshimoto, Masayuki; Maezawa, Satoshi; Hasegawa, Toshinori [Komaki Hospital, Aichi (Japan)

    1997-01-01

    Gamma knife therapy in stereotactic radiosurgery was evaluated as a tool to solve problems raised in therapy for craniopharyngioma. Subjects were 9 childhood patients (<16 y, mean age 9.75 y) and 16 adult patients (mean age 43.9 y), 23 cases of whom had been treated with surgery before gamma knife. Planning of irradiation to the solid part of the tumor was based on their T1-weighted MRI images of 3 mm-thick slice. The mean size of the tumors was 20.7 (9.6-31.2) mm in diameter. The mean central dose of 23.3 (20-30) Gy was irradiated with the mean marginal dose of 11.8 (18-11.3) Gy through the mean shot of 4.8. Results were followed in every 3-6 months by MRI, neurological and endocrinological examinations for 7-52 (mean 23.3) months. Reduction of tumor size including its disappearance (7 cases) were observed in 22 cases (88%) with adverse effects of hypopituitarism (3 cases) and hemianopsia (1). Gamma knife therapy was thus safe and effective. (K.H.)

  1. 19 CFR 146.3 - Customs supervision.

    Science.gov (United States)

    2010-04-01

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

  2. 7 CFR 1219.6 - Customs.

    Science.gov (United States)

    2010-01-01

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

  3. Multi Elemental Study Using Prompt Gamma Technique

    International Nuclear Information System (INIS)

    Normanshah Dahing; Muhamad Samudi Yasir; Normanshah Dahing; Hanafi Ithnin; Mohd Fitri Abdul Rahman; Hearie Hassan

    2016-01-01

    In this study, principle of prompt gamma neutron activation analysis has been used as a technique to determine the elements in the sample. The system consists of collimated isotopic neutron source, Cf-252 with HPGe detector and Multichannel Analysis (MCA). Concrete with size of 10x10x10 cm 3 and 15x15x15 cm 3 were analysed as sample. When neutrons enter and interact with elements in the concrete, the neutron capture reaction will occur and produce characteristic prompt gamma ray of the elements. The preliminary result of this study demonstrate the major element in the concrete was determined such as Si, Mg, Ca, Al, Fe and H as well as others element, such as Cl by analysis the gamma ray lines respectively. The results obtained were compared with computer simulation, NAA and XRF as a part of reference and validation. The potential and the capability of neutron induced prompt gamma as tool for multi elemental analysis qualitatively to identify the elements present in the concrete sample discussed. (author)

  4. 19 CFR 10.537 - Accessories, spare parts, or tools.

    Science.gov (United States)

    2010-04-01

    ... parts, or tools will be taken into account as originating or non-originating materials, as the case may... 19 Customs Duties 1 2010-04-01 2010-04-01 false Accessories, spare parts, or tools. 10.537 Section... Free Trade Agreement Rules of Origin § 10.537 Accessories, spare parts, or tools. Accessories, spare...

  5. 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....

  6. Small Field of View Scintimammography Gamma Camera Integrated to a Stereotactic Core Biopsy Digital X-ray System

    Energy Technology Data Exchange (ETDEWEB)

    Andrew Weisenberger; Fernando Barbosa; T. D. Green; R. Hoefer; Cynthia Keppel; Brian Kross; Stanislaw Majewski; Vladimir Popov; Randolph Wojcik

    2002-10-01

    A small field of view gamma camera has been developed for integration with a commercial stereotactic core biopsy system. The goal is to develop and implement a dual-modality imaging system utilizing scintimammography and digital radiography to evaluate the reliability of scintimammography in predicting the malignancy of suspected breast lesions from conventional X-ray mammography. The scintimammography gamma camera is a custom-built mini gamma camera with an active area of 5.3 cm /spl times/ 5.3 cm and is based on a 2 /spl times/ 2 array of Hamamatsu R7600-C8 position-sensitive photomultiplier tubes. The spatial resolution of the gamma camera at the collimator surface is < 4 mm full-width at half-maximum and a sensitivity of /spl sim/ 4000 Hz/mCi. The system is also capable of acquiring dynamic scintimammographic data to allow for dynamic uptake studies. Sample images of preliminary clinical results are presented to demonstrate the performance of the system.

  7. Customer Orientation vs. Customer Orientation Perception : Case J & J Lakkapää Oy Tornio

    OpenAIRE

    Angeria, Heli

    2011-01-01

    Heli, Angeria 2011. Customer Orientation vs. Customer Orientation Perception. Case: J & J Lakkapää Oy Tornio. Kemi-Tornio University of Applied Sciences. Business and Culture. Pages 51. Appendices 5. The objective of this thesis is to study customer orientation with the help of a widely adapted Selling-Orientation-Customer Orientation (SOCO) scale, in order to find out what is the extent to which J & J Lakkapää Oy Tornio and its consumer customers agree or disagree about the company’s cus...

  8. Emotional Satisfaction of Customer Contacts

    OpenAIRE

    Güngör, Hüseyin

    2007-01-01

    For marketing and customer services researchers and professionals who are interested in customer contacts, customer satisfaction and loyalty issues. Contact centers are playing a pivotal role in customer services of the 21st century. Nevertheless, despite their growing importance and presence, contact centers are increasingly becoming the center for customer frustration, and frequently associated with negative comments in the media. Therefore, this research explores the Emotional, Cognitive, ...

  9. Emotional Satisfaction of Customer Contacts

    NARCIS (Netherlands)

    Güngör, Hüseyin

    2007-01-01

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

  10. Impact of image noise on gamma index calculation

    International Nuclear Information System (INIS)

    Chen, M; Mo, X; Parnell, D; Olivera, G; Galmarini, D; Lu, W

    2014-01-01

    Purpose: The Gamma Index defines an asymmetric metric between the evaluated image and the reference image. It provides a quantitative comparison that can be used to indicate sample-wised pass/fail on the agreement of the two images. The Gamma passing/failing rate has become an important clinical evaluation tool. However, the presence of noise in the evaluated and/or reference images may change the Gamma Index, hence the passing/failing rate, and further, clinical decisions. In this work, we systematically studied the impact of the image noise on the Gamma Index calculation. Methods: We used both analytic formulation and numerical calculations in our study. The numerical calculations included simulations and clinical images. Three different noise scenarios were studied in simulations: noise in reference images only, in evaluated images only, and in both. Both white and spatially correlated noises of various magnitudes were simulated. For clinical images of various noise levels, the Gamma Index of measurement against calculation, calculation against measurement, and measurement against measurement, were evaluated. Results: Numerical calculations for both the simulation and clinical data agreed with the analytic formulations, and the clinical data agreed with the simulations. For the Gamma Index of measurement against calculation, its distribution has an increased mean and an increased standard deviation as the noise increases. On the contrary, for the Gamma index of calculation against measurement, its distribution has a decreased mean and stabilized standard deviation as the noise increases. White noise has greater impact on the Gamma Index than spatially correlated noise. Conclusions: The noise has significant impact on the Gamma Index calculation and the impact is asymmetric. The Gamma Index should be reported along with the noise levels in both reference and evaluated images. Reporting of the Gamma Index with switched roles of the images as reference and

  11. Impact of Image Noise on Gamma Index Calculation

    Science.gov (United States)

    Chen, M.; Mo, X.; Parnell, D.; Olivera, G.; Galmarini, D.; Lu, W.

    2014-03-01

    Purpose: The Gamma Index defines an asymmetric metric between the evaluated image and the reference image. It provides a quantitative comparison that can be used to indicate sample-wised pass/fail on the agreement of the two images. The Gamma passing/failing rate has become an important clinical evaluation tool. However, the presence of noise in the evaluated and/or reference images may change the Gamma Index, hence the passing/failing rate, and further, clinical decisions. In this work, we systematically studied the impact of the image noise on the Gamma Index calculation. Methods: We used both analytic formulation and numerical calculations in our study. The numerical calculations included simulations and clinical images. Three different noise scenarios were studied in simulations: noise in reference images only, in evaluated images only, and in both. Both white and spatially correlated noises of various magnitudes were simulated. For clinical images of various noise levels, the Gamma Index of measurement against calculation, calculation against measurement, and measurement against measurement, were evaluated. Results: Numerical calculations for both the simulation and clinical data agreed with the analytic formulations, and the clinical data agreed with the simulations. For the Gamma Index of measurement against calculation, its distribution has an increased mean and an increased standard deviation as the noise increases. On the contrary, for the Gamma index of calculation against measurement, its distribution has a decreased mean and stabilized standard deviation as the noise increases. White noise has greater impact on the Gamma Index than spatially correlated noise. Conclusions: The noise has significant impact on the Gamma Index calculation and the impact is asymmetric. The Gamma Index should be reported along with the noise levels in both reference and evaluated images. Reporting of the Gamma Index with switched roles of the images as reference and

  12. The Addition of Spiritual Dimension on Customer Value to Investigate the Relationship of Customer Value, Customer Satisfaction and Behavior Intention on Islamic Banks Saving Products in Indonesia

    OpenAIRE

    Adi Zakaria Afiff; Rifelly Dewi Astuti

    2009-01-01

    This study propose the addition of a spiritual dimension in the formation of customer value, in addition to the functional, social and emotional dimension of customer value that has already been empirically tested in previous studies, among customers who own saving products at Islamic banks in Indonesia. The study also investigate the relationship between customer value and customer satisfaction, and the relationship between customer satisfaction and customer behavioral intentions among these...

  13. Gamma detector for use with luggage X-ray systems

    International Nuclear Information System (INIS)

    McHugh, H.; Quam, W.

    1998-01-01

    A new gamma radiation sensor has been designed for installation on several types of luggage x-ray machines and mobile x-ray vans operated by the U.S. Customs Service and the U.S. Department of State. The use of gamma detectors on x-ray machines imposed difficulties not usually encountered in the design of gamma detectors because the spectrum of scattered x-rays, which varied from machine to machine, extended to energies significantly higher than those of the low-energy isotopic emissions. In the original design, the lower level discriminator was raised above the x-ray end point energy resulting in the loss of the americium line associated with plutonium. This reduced the overall sensitivity to unshielded plutonium by a factor of approximately 100. An improved method was subsequently developed wherein collimation was utilized in conjunction with a variable counting threshold to permit accommodation of differing conditions of x-ray scattering. This design has been shown to eliminate most of the problems due to x-ray scattering while still capturing the americium emissions. The overall sensitivity has remained quite high, though varying slightly from one model of x-ray machine to another, depending upon the x-ray scattering characteristics of each model. (author)

  14. The Effects of Website Quality on Customer e-Loyalty: The Mediating Effect of Trustworthiness

    OpenAIRE

    Poh-Ming Wong Winnie

    2014-01-01

    Website has been used as an efficient platform to tailor their products or services and as a unique profit mode of e-commerce. Due to this advance of the Internet, this study is mainly to examine the relationship between website quality and customer e-loyalty. The present study aims to explore the effect on website quality on customer e-loyalty through trustworthiness. SmartPLS (M3) was used as the main analytical tool to test the proposed research model. This study provides a theoretical fra...

  15. The Effort to Create Customer Engagement on Customer E_Banking (Empirical Studies on Bank BNI Regional Semarang

    Directory of Open Access Journals (Sweden)

    Alimuddin Rizal Rivai

    2016-12-01

    Full Text Available                     This study focused on testing the effect of variable customer value, support systems and knowledge of the customer's products to customer satisfaction and its impact on customer engagement. This study selects the object user's e-banking customers of Bank BNI Regional Semarang. The number of samples in this study of 100 respondents, using purposive sampling technique sampling. Processing data using SPSS version 16.0. Based on a statistical test using linear regression approach, then of seven hypothesis there are two hypotheses were rejected. The hypothesis is rejected is the influence of customer value on customer engagement, and support systems to customer engagement. While five other hypotheses, namely: the influence of the customer value, support systems, knowledge products to the satisfaction of the customer, as well as the effect of product knowledge and customer satisfaction on customer involvement is proven. Based on the results of this study, it can be concluded that to build customer engagement should be created customer satisfaction. While such satisfaction can be created through providing better customer value, the support system is up to date and easy, and provides knowledge products to customers continuously and thoroughly.

  16. Customer satisfaction measurement

    Directory of Open Access Journals (Sweden)

    Maričić Branko R.

    2012-01-01

    Full Text Available Customer satisfaction is important in business management as a basis for long-term profitability of a single line of products and services and the company as a whole. Customer satisfaction in modern market conditions is characterized by a large number of alternatives that can satisfy the same need or desire of consumers, and are a prerequisite for the retention, loyalty, and positive verbal communication between companies and vendors on one hand and consumers on the other. Companies are investing more and more investment and management efforts in improving customer satisfaction. Improving customer satisfaction and its measurement involves the taking of appropriate marketing strategies and tactics, as well as corrective measures. This paper presents the well-known attempts to measure customers' satisfaction at the macro and micro level of marketing analysis. The index of consumer satisfaction is an important indicator of achieved quality and market performance of companies and can be measured on a micro and macro level. National customer satisfaction indexes are useful framework for analyzing the competitiveness of national economies, industries and individual companies and are used for a variety of other aspects of observation and analysis. Standardization of consumer satisfaction indexes in different countries allows comparability of the data, giving a new quality of analysis in the era of globalization and internationalization of business.

  17. Using quality function deployment to capture the voice of the customer and translate it into the voice of the provider.

    Science.gov (United States)

    Chaplin, E; Bailey, M; Crosby, R; Gorman, D; Holland, X; Hippe, C; Hoff, T; Nawrocki, D; Pichette, S; Thota, N

    1999-06-01

    Health care has a number of historical barriers to capturing the voice of the customer and to incorporating customer wants into health care services, whether the customer is a patient, an insurer, or a community. Quality function deployment (QFD) is a set of tools and practices that can help overcome these barriers to form a process for the planning and design or redesign of products and services. The goal of the project was to increase referral volume and to improve a rehabilitation hospital's capacity to provide comprehensive medical and/or legal evaluations for people with complex and catastrophic injuries or illnesses. HIGH-LEVEL VIEW OF QFD AS A PROCESS: The steps in QFD are as follows: capture of the voice of the customer, quality deployment, functions deployment, failure mode deployment, new process deployment, and task deployment. The output of each step becomes the input to a matrix tool or table of the next step of the process. In 3 1/2 months a nine-person project team at Continental Rehabilitation Hospital (San Diego) used QFD tools to capture the voice of the customer, use these data as the basis for a questionnaire on important qualities of service from the customer's perspective, obtain competitive data on how the organization was perceived to be meeting the demanded qualities, identify measurable dimensions and targets of these qualities, and incorporate the functions and tasks into the delivery of service which are necessary to meet the demanded qualities. The future of providing health care services will belong to organizations that can adapt to a rapidly changing environment and to demands for new products and services that are produced and delivered in new ways.

  18. UNDERSTANDING CUSTOMERS - PROFILING AND SEGMENTATION

    OpenAIRE

    Mircea Andrei SCRIDON

    2008-01-01

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

  19. What You Know About Customer-Perceived Quality: The Role of Customer Expectation Distributions

    OpenAIRE

    Roland T. Rust; J. Jeffrey Inman; Jianmin Jia; Anthony Zahorik

    1999-01-01

    We show that some of the most common beliefs about customer-perceived quality are wrong. For example, 1) it is not necessary to exceed customer expectations to increase preference, 2) receiving an expected level of bad service does not reduce preference, 3) rational customers may rationally choose an option with lower expected quality, even if all non-quality attributes are equal, and 4) paying more attention to loyal, experienced customers can sometimes be counter-productive. These surprisin...

  20. Customer satisfaction research

    Energy Technology Data Exchange (ETDEWEB)

    Tormasi, T

    1987-03-01

    A review of four aspects of the Gas and Fuel Corporation of Victoria's study of customer satisfaction covers: (1) corporate goals to meet its responsibility as a public utility and operate as a successful marketing organization, (2) the history of customer satisfaction research by GFC, (3) measurements of customer satisfaction through expectations research, and (4) case studies involving domestic appliance maintenance and gas mains renewal. Continuous validation of GFC's policies and procedures is the basis for future growth and success. 3 tables.

  1. Customer Communication Document

    Science.gov (United States)

    2009-01-01

    This procedure communicates to the Customers of the Automation, Robotics and Simulation Division (AR&SD) Dynamics Systems Test Branch (DSTB) how to obtain services of the Six-Degrees-Of-Freedom Dynamic Test System (SDTS). The scope includes the major communication documents between the SDTS and its Customer. It established the initial communication and contact points as well as provides the initial documentation in electronic media for the customer. Contact the SDTS Manager (SM) for the names of numbers of the current contact points.

  2. Developing customer databases.

    Science.gov (United States)

    Rao, S K; Shenbaga, S

    2000-01-01

    There is a growing consensus among pharmaceutical companies that more product and customer-specific approaches to marketing and selling a new drug can result in substantial increases in sales. Marketers and researchers taking a proactive micro-marketing approach to identifying, profiling, and communicating with target customers are likely to facilitate such approaches and outcomes. This article provides a working framework for creating customer databases that can be effectively mined to achieve a variety of such marketing and sales force objectives.

  3. Optimal Electric Vehicle Scheduling: A Co-Optimized System and Customer Perspective

    Science.gov (United States)

    Maigha

    Electric vehicles provide a two pronged solution to the problems faced by the electricity and transportation sectors. They provide a green, highly efficient alternative to the internal combustion engine vehicles, thus reducing our dependence on fossil fuels. Secondly, they bear the potential of supporting the grid as energy storage devices while incentivising the customers through their participation in energy markets. Despite these advantages, widespread adoption of electric vehicles faces socio-technical and economic bottleneck. This dissertation seeks to provide solutions that balance system and customer objectives under present technological capabilities. The research uses electric vehicles as controllable loads and resources. The idea is to provide the customers with required tools to make an informed decision while considering the system conditions. First, a genetic algorithm based optimal charging strategy to reduce the impact of aggregated electric vehicle load has been presented. A Monte Carlo based solution strategy studies change in the solution under different objective functions. This day-ahead scheduling is then extended to real-time coordination using a moving-horizon approach. Further, battery degradation costs have been explored with vehicle-to-grid implementations, thus accounting for customer net-revenue and vehicle utility for grid support. A Pareto front, thus obtained, provides the nexus between customer and system desired operating points. Finally, we propose a transactive business model for a smart airport parking facility. This model identifies various revenue streams and satisfaction indices that benefit the parking lot owner and the customer, thus adding value to the electric vehicle.

  4. 7 CFR 1206.4 - Customs.

    Science.gov (United States)

    2010-01-01

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

  5. Utility customer issues

    International Nuclear Information System (INIS)

    Downey, W.H.

    1997-01-01

    Customer issues affected by the restructuring of the $250 billion US electric power industry were discussed. In the past the industry's vertically integrated utilities conducted their business in protected geographic markets. With deregulation and greater competition, that industry structure will change. This presentation highlighted the strategies that Unicom is using to react to the restructuring of the electric power industry. The underlying principle is for the utility to reinvent itself to change its market orientation and focus on customer services, such as reliability, responsiveness, custom tailored solutions, and guaranteed savings over time. Attempting to become total energy providers and delivering integrated solutions to meet the needs of large industrial and commercial consumers, intensive market research, improved service and installation, and sophisticated customer retention initiatives will also have to be high on the agenda

  6. Manage customer-centric innovation--systematically.

    Science.gov (United States)

    Selden, Larry; MacMillan, Ian C

    2006-04-01

    No matter how hard companies try, their approaches to innovation often don't grow the top line in the sustained, profitable way investors expect. For many companies, there's a huge difference between what's in their business plans and the market's expectations for growth (as reflected in firms' share prices, market capitalizations, and P/E ratios). This growth gap springs from the fact that companies are pouring money into their insular R&D labs instead of working to understand what the customer wants and using that understanding to drive innovation. As a result, even companies that spend the most on R&D remain starved for both customer innovation and market-capitalization growth. In this article, the authors spell out a systematic approach to innovation that continuously fuels sustained, profitable growth. They call this approach customer-centric innovation, or CCI. At the heart of CCI is a rigorous customer R&D process that helps companies to continually improve their understanding of who their customers are and what they need. By so doing, they consistently create or improve their customer value proposition. Customer R&D also focuses on better ways of communicating value propositions and delivering the complete experience to real customers. Since so much of the learning about customers and so much of the experimentation with different segmentations, value propositions, and delivery mechanisms involve the people who regularly deal with customers, it is absolutely essential for frontline employees to be at the center of the CCI process. Simply put, customer R&D propels the innovation effort away from headquarters and the traditional R&D lab out to those closest to the customer. Using the example of the luggage manufacturer Tumi, the authors provide a step-by-step approach for achieving true customer-centric innovation.

  7. Building Agents to Serve Customers

    OpenAIRE

    Barbuceanu, Mihai; Fox, Mark S.; Hong, Lei; Lallement, Yannick; Zhang, Zhongdong

    2004-01-01

    AI agents combining natural language interaction, task planning, and business ontologies can help companies provide better-quality and more costeffective customer service. Our customer-service agents use natural language to interact with customers, enabling customers to state their intentions directly instead of searching for the places on the Web site that may address their concern. We use planning methods to search systematically for the solution to the customer's problem, ensuring that a r...

  8. Consumer Preferences for Mass Customization

    NARCIS (Netherlands)

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

    2004-01-01

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

  9. 7 CFR 1221.7 - Customs.

    Science.gov (United States)

    2010-01-01

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

  10. CUSTOMER LOYALTY THEORETICAL ASPECTS

    Directory of Open Access Journals (Sweden)

    Margarita IŠORAITĖ

    2016-08-01

    Full Text Available Customer loyalty - is a voluntary user solution for a long time to build relationships with the company. Loyalty is the user's desire for a long time to continue their relationship with a particular company, because loyal customers are those who purchase goods/services of the company from time to time. Loyalty can be treated as a customer desire, willingness to be a regular customer for a long time, buying and using the goods of the chosen companies by recommending them to friends and colleagues. Loyalty can be seen as a multi-dimension, covering behavioral and positional components, where positional aspect reflects customers' approach to business, while the behavioral dimension reveals a frequent and regular shopping, purchase quantity, size, range, availability, etc.

  11. Business-IT alignment in PSS value networks linking customer knowledge management to social customer relationship management

    NARCIS (Netherlands)

    Bagheri, S.; Kusters, R.J.; Trienekens, J.J.M.; Hammoudi, S.; Cordeiro, J.; Maciaszek, L.

    2015-01-01

    Offering a PSS that is based on co-creating value with customer, starts with understanding customer needs. Customer understanding is realized through the process of managing customer knowledge across a PSS value network. In this respect, customer knowledge management (CKM) is seen as a core business

  12. The Relationship between Service Quality, Customer Satisfaction and Customer Loyalty: An Investigation in Vietnamese Retail Banking Sector

    Directory of Open Access Journals (Sweden)

    Ngo Vu Minh

    2016-06-01

    Full Text Available This study develops and empirically tests the interrelationships between service quality, customer satisfaction, and customer loyalty in a retail banking context. Increasingly intense competitiveness and fundamental changes in the business environment nowadays are forcing firms to implement a customer-focused strategy which raises the importance of customer-related constructs such as customer satisfaction, service quality, and customer loyalty in explaining a firm’s performance. In particular, they are essential for competitiveness in industries where the exchanges are complex and customers are closely involved in the decision-making process, such as the banking industry. In this study, first, a research model about the interrelationships between service quality, customer satisfaction, and customer loyalty is suggested. Then a survey is conducted with retail banking customers about these constructs, which results in 261 valid respondents. The hypotheses are then proposed and tested using confirmatory factor analysis (CFA and the structural equation modelling technique (SME. The analysis reveals that service quality and customer satisfaction are important antecedents of customer loyalty and customer satisfaction mediates the effects of service quality on customer loyalty. These findings suggest that there are non-linear relationships between three constructs and emphasize the need to treat customer loyalty management as a process which includes plenty of factors interacting with each other.

  13. Monitoring of fiscal revenue authorities in the field of customs legislation clarification and customs risk minimization

    OpenAIRE

    Fedir Tkachyk; Kateryna Krysovata

    2015-01-01

    The article shows the role of customs consulting in the activities of fiscal authorities and highlights the modern specifics of customs risks management. The monitoring of explanatory work on realization of customs and tax policy for the implementation of preventive initiatives to minimize the customs risks and documentary inspection was conducted. The strategic development priorities of consultancy activities of customs bodies in terms of minimizing customs offenses were proposed.

  14. Real time operation of a multiple gamma measurement installation

    International Nuclear Information System (INIS)

    Philippot, J.C.; Lefevre, J.

    1980-01-01

    This paper describes a multiple measurement channel facility for fine gamma spectrometry, its real time operation, and the new possibilities which it offers. The installation is presented in its twofold electronic and processing aspects, by considering its architecture, its hard and software, and its data processing package. Real time operation requires customized general organization, perfect instantaneous knowledge of the status of all the units, and a sound hierarchy between the various participants, operators as well as requestors. The care inherent in the installation itself and in the definition of its operation explains its new possibilities. (Auth.)

  15. 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

  16. The impact of customer attractiveness and supplier satisfaction on becoming a preferred customer

    NARCIS (Netherlands)

    Pulles, Niels Jaring; Schiele, Holger; Veldman, Jasper; Hüttinger, Lisa

    2015-01-01

    This paper discusses how a firm can become preferred customer, defined as a particular buying firm to whom the supplier allocates better resources than less preferred buyers. Two concepts play a central role for a firm aiming to become preferred customer: (i) customer attractiveness and (ii)

  17. Factors for Creating Online Customer Loyalty

    OpenAIRE

    Anamaria Baranov; Liliana-Aurora Constantinescu

    2012-01-01

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

  18. Linking customer and financial metrics to shareholder value : The leverage effect in customer-based valuation

    NARCIS (Netherlands)

    Schulze, C.; Skiera, B.; Wiesel, T.

    Customers are the most important assets of most companies, such that customer equity has been used as a proxy for shareholder value. However, linking customer metrics to shareholder value without considering debt and non-operating assets ignores their effects on relative changes in customer equity

  19. Data and software tools for gamma radiation spectral threat detection and nuclide identification algorithm development and evaluation

    Energy Technology Data Exchange (ETDEWEB)

    Portnoy, David; Fisher, Brian; Phifer, Daniel

    2015-06-01

    The detection of radiological and nuclear threats is extremely important to national security. The federal government is spending significant resources developing new detection systems and attempting to increase the performance of existing ones. The detection of illicit radionuclides that may pose a radiological or nuclear threat is a challenging problem complicated by benign radiation sources (e.g., cat litter and medical treatments), shielding, and large variations in background radiation. Although there is a growing acceptance within the community that concentrating efforts on algorithm development (independent of the specifics of fully assembled systems) has the potential for significant overall system performance gains, there are two major hindrances to advancements in gamma spectral analysis algorithms under the current paradigm: access to data and common performance metrics along with baseline performance measures. Because many of the signatures collected during performance measurement campaigns are classified, dissemination to algorithm developers is extremely limited. This leaves developers no choice but to collect their own data if they are lucky enough to have access to material and sensors. This is often combined with their own definition of metrics for measuring performance. These two conditions make it all but impossible for developers and external reviewers to make meaningful comparisons between algorithms. Without meaningful comparisons, performance advancements become very hard to achieve and (more importantly) recognize. The objective of this work is to overcome these obstacles by developing and freely distributing real and synthetically generated gamma-spectra data sets as well as software tools for performance evaluation with associated performance baselines to national labs, academic institutions, government agencies, and industry. At present, datasets for two tracks, or application domains, have been developed: one that includes temporal

  20. Data and software tools for gamma radiation spectral threat detection and nuclide identification algorithm development and evaluation

    International Nuclear Information System (INIS)

    Portnoy, David; Fisher, Brian; Phifer, Daniel

    2015-01-01

    The detection of radiological and nuclear threats is extremely important to national security. The federal government is spending significant resources developing new detection systems and attempting to increase the performance of existing ones. The detection of illicit radionuclides that may pose a radiological or nuclear threat is a challenging problem complicated by benign radiation sources (e.g., cat litter and medical treatments), shielding, and large variations in background radiation. Although there is a growing acceptance within the community that concentrating efforts on algorithm development (independent of the specifics of fully assembled systems) has the potential for significant overall system performance gains, there are two major hindrances to advancements in gamma spectral analysis algorithms under the current paradigm: access to data and common performance metrics along with baseline performance measures. Because many of the signatures collected during performance measurement campaigns are classified, dissemination to algorithm developers is extremely limited. This leaves developers no choice but to collect their own data if they are lucky enough to have access to material and sensors. This is often combined with their own definition of metrics for measuring performance. These two conditions make it all but impossible for developers and external reviewers to make meaningful comparisons between algorithms. Without meaningful comparisons, performance advancements become very hard to achieve and (more importantly) recognize. The objective of this work is to overcome these obstacles by developing and freely distributing real and synthetically generated gamma-spectra data sets as well as software tools for performance evaluation with associated performance baselines to national labs, academic institutions, government agencies, and industry. At present, datasets for two tracks, or application domains, have been developed: one that includes temporal

  1. MEASURING THE RELATIONSHIP BETWEEN CUSTOMER SATISFACTION AND CUSTOMER LOYALTY IN THE UAE HOTEL INDUSTRY PERSPECTIVE

    OpenAIRE

    Hassan Abbas Dost Mohamad; Mohd Shukri Ab Yazid; Ali Khatibi; S. M. Ferdous Azam

    2017-01-01

    Customer satisfaction is important to evaluate why hotels succeed or fail, and why do hotels have varying levels of performance. It seems that hotels that provide higher service quality do have higher levels of performance that confirms a higher number of satisfied customers. If it impacts the organization's performance, then it is important to know the relationship between customer satisfaction and customer loyalty. This study has investigated the relationship between customer satisfaction a...

  2. PREDICTING CUSTOMER CHURN IN BANKING INDUSTRY USING NEURAL NETWORKS

    Directory of Open Access Journals (Sweden)

    Alisa Bilal Zorić

    2016-03-01

    Full Text Available The aim of this article is to present a case study of usage of one of the data mining methods, neural network, in knowledge discovery from databases in the banking industry. Data mining is automated process of analysing, organization or grouping a large set of data from different perspectives and summarizing it into useful information using special algorithms. Data mining can help to resolve banking problems by finding some regularity, causality and correlation to business information which are not visible at first sight because they are hidden in large amounts of data. In this paper, we used one of the data mining methods, neural network, within the software package Alyuda NeuroInteligence to predict customer churn in bank. The focus on customer churn is to determinate the customers who are at risk of leaving and analysing whether those customers are worth retaining. Neural network is statistical learning model inspired by biological neural and it is used to estimate or approximate functions that can depend on a large number of inputs which are generally unknown. Although the method itself is complicated, there are tools that enable the use of neural networks without much prior knowledge of how they operate. The results show that clients who use more bank services (products are more loyal, so bank should focus on those clients who use less than three products, and offer them products according to their needs. Similar results are obtained for different network topologies.

  3. 19 CFR 19.34 - Customs supervision.

    Science.gov (United States)

    2010-04-01

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

  4. Do emotional and functional customer experiences influence customer satisfaction, recommendation and loyalty?

    OpenAIRE

    Claeys, Christel; Roozen, Irene

    2012-01-01

    This paper investigates whether both the functional and the emotional component of customer experiences contribute to customer satisfaction, recommendation and loyalty. The research is conducted in two different contexts: hedonic experiences and services. The research results show that both components explain satisfaction, recommendation and loyalty of the customers, however the impact differs according to the context of the experience. A negative functional experience is significantly more s...

  5. The effect of customer relationship management on customer loyalty: Evidence from banking industry

    Directory of Open Access Journals (Sweden)

    Hadi Hajiyan

    2015-11-01

    Full Text Available Measuring customer satisfaction in banking industry plays essential role for increasing market share and profitability. In this paper, we present an empirical investigation to measure the effect of customer relationship management (CRM on customer loyalty in Iranian banking industry. The study aims to understand whether implementation of a good CRM could increase the quality of services. The study designs a questionnaire in Likert scale and distributes it among 65 selected customers who do their banking activities with Bank Melli Iran in city of Semnan, Iran. Cronbach alpha has been calculated as 0.939, which is well above desirable level. Using t-student test, the study has determined that implementation of CRM could increase customer loyalty and quality of services.

  6. The importance of measuring customer satisfaction in palliative care.

    Science.gov (United States)

    Turriziani, Adriana; Attanasio, Gennaro; Scarcella, Francesco; Sangalli, Luisa; Scopa, Anna; Genualdo, Alessandra; Quici, Stefano; Nazzicone, Giulia; Ricciotti, Maria Adelaide; La Commare, Francesco

    2016-03-01

    In the last decades, palliative care has been more and more focused on the evaluation of patients' and families' satisfaction with care. However, the evaluation of customer satisfaction in palliative care presents a number of issues such as the presence of both patients and their families, the frail condition of the patients and the complexity of their needs, and the lack of standard quality indicators and appropriate measurement tools. In this manuscript, we critically review existing evidence and literature on the evaluation of satisfaction in the palliative care context. Moreover, we provide - as a practical example - the preliminary results of our experience in this setting with the development of a dedicated tool for the measurement of satisfaction.

  7. Measuring Customer Profitability in Complex Environments

    DEFF Research Database (Denmark)

    Holm, Morten; Kumar, V.; Rohde, Carsten

    2012-01-01

    Customer profitability measurement is an important element in customer relationship management and a lever for enhanced marketing accountability. Two distinct measurement approaches have emerged in the marketing literature: Customer Lifetime Value (CLV) and Customer Profitability Analysis (CPA...... propositions. Additionally, the framework provides design and implementation guidance for managers seeking to implement customer profitability measurement models for resource allocation purposes....... that the degree of sophistication deployed when implementing customer profitability measurement models is determined by the type of complexity encountered in firms’ customer environments. This gives rise to a contingency framework for customer profitability measurement model selection and five research...

  8. Customer-driven Product Development

    DEFF Research Database (Denmark)

    Sommer, Anita Friis

    2011-01-01

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

  9. How Customers Choose Hotels

    Directory of Open Access Journals (Sweden)

    Hera Oktadiana

    2011-05-01

    Full Text Available In the advancement of hospitality industry, thus it is important for hotel sales and marketing to understand the customer behavior in order to create effective marketing. Factors that influence customer behavior as individuality consist of personal and interpersonal factors. Personal factors include the needs, wants, motivation, perception, learning, personality, lifestyle, and self-concept. Meanwhile, interpersonal factors come from culture and sub-culture, group references, customers through stages before deciding to purchase. Begin with the awareness about the needs, customers then find information about the product or service that could be used to solve the problems. After having the information, customers select the best product and service before deciding to purchase. After purchasing, the last stage is evaluation of product and service, whether it is satisfying or not.

  10. HOSPITAL IMAGE AS A MODERATING VARIABLE ON THE EFFECT OF HOSPITAL SERVICE QUALITY ON THE CUSTOMER PERCEIVED VALUE, CUSTOMER TRUST AND CUSTOMER LOYALTY IN HOSPITAL SERVICES

    Directory of Open Access Journals (Sweden)

    Indrianawati Usman

    2017-12-01

    Full Text Available This is an explanatory research, analyzing the hospital image as a moderating variable on the effect of hospital service quality on customer perceived value and trust. Research was conducted at several hospitals in Surabaya Indonesia, especially to outpatients. Data was collected by survey to the outpatients of the hospitals. The purpose of this research was empirically examining the effects of hospital service quality on customer perceived value and customer trust, examine effects of customer perceived value and customer trust on customer loyalty. Moreover This research also examined the variable of hospital image as a moderating variable in the effects of hospital service quality on customer perceived value and customer trust. The result of this research gave a perspective to hospital management about the importance of building patient trust, since trust is very important, even more important than satisfaction level. Further studies with more emphasis on identifying the factors building patient trust to the hospital in order to raise customer loyalty should be conducted.

  11. UNDERSTANDING CUSTOMERS - PROFILING AND SEGMENTATION

    Directory of Open Access Journals (Sweden)

    Mircea Andrei SCRIDON

    2008-01-01

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

  12. Natural gamma-ray spectrometry as a tool for radiation dose and radon hazard modelling

    International Nuclear Information System (INIS)

    Verdoya, M.; Chiozzi, P.; De Felice, P.; Pasquale, V.; Bochiolo, M.; Genovesi, I.

    2009-01-01

    We reviewed the calibration procedures of gamma-ray spectrometry with particular emphasis to factors that affect accuracy, detection limits and background radiation in field measurements for dosimetric and radon potential mapping. Gamma-ray spectra were acquired in western Liguria (Italy). The energy windows investigated are centred on the photopeaks of 214 Bi (1.76 MeV), 208 Tl (2.62 MeV) and 40 K (1.46 MeV). The inferred absorbed dose rate and the radon flux are estimated to be lower than 60 nGy h -1 and 22 Bq m -2 h -1 , respectively.

  13. Developing Tools and Techniques to Increase Communication Effectiveness

    Science.gov (United States)

    Hayes, Linda A.; Peterson, Doug

    1997-01-01

    The Public Affairs Office (PAO) of the Johnson Space Center (JSC) is responsible for communicating current JSC Space Program activities as well as goals and objectives to the American Public. As part of the 1996 Strategic Communications Plan, a review of PAO' s current communication procedures was conducted. The 1996 Summer Faculty Fellow performed research activities to support this effort by reviewing current research concerning NASA/JSC's customers' perceptions and interests, developing communications tools which enable PAO to more effectively inform JSC customers about the Space Program, and proposing a process for developing and using consistent messages throughout PAO. Note that this research does not attempt to change or influence customer perceptions or interests but, instead, incorporates current customer interests into PAO's communication process.

  14. THE IMPACTS OF PHILANTHROPY RESPONSIBILITY AND ETHICAL RESPONSIBILITY TOWARD CUSTOMER PURCHASE BEHAVIOR AND CUSTOMER LOYALTY

    Directory of Open Access Journals (Sweden)

    Kurniawati Chrisjatmiko

    2018-02-01

    Full Text Available The purpose of this research is to analyze the impact of philanthropy responsibility and ethical responsibility towards customer purchase behavior and customer loyalty on fast food restaurants. The research was conducted by using quantitative research design and hypothetical testing to explore philanthropic responsibility, ethical responsibility, customer purchase behavior, and customer loyalty variables. Samples were taken from 186 respondents of employee population in Jakarta. Structural equation modeling was used in order to test the proposed hypotheses. Research result showed the positive and significant impact of philanthropic responsibility towards customer purchase behavior. On contrary, there was no positive ethical responsibility impact found towards customer purchase behavior. These findings are supported by the fact that the majority of consumers purchased fast food base on impulsive buying and not driven by the fast food restaurants ethically responsible behavior. However, the research does show a positive and significant impact of customer purchase behavior on customer loyalty. Further research recommendation should be taken from more respondents in a broader population area. Companies are suggested to approach a strategic and relevant caused-related marketing and caused promotions in relation to philanthropy responsibility to increase customer purchase behavior.

  15. 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.

  16. Pengaruh Customer Accounting Sebagai Strategic Management Accounting Techniques Dan Customer Orientation Terhadap Organizational Performance

    OpenAIRE

    Lisa, Valentine

    2015-01-01

    This Study was done to examine the affect of customer accounting as strategic management accounting techniques and customer orientation to organizational performance. This study used primary data from questionnaires which were distributed to 50 manufacturing companies in Surabaya and Sidoarjo. The data collected would be analyzed by using Partial Least Square method to test the hypothesis. The result showed there were positive and significant influence from customer accounting and customer o...

  17. Failure modes and effects analysis (FMEA) for Gamma Knife radiosurgery.

    Science.gov (United States)

    Xu, Andy Yuanguang; Bhatnagar, Jagdish; Bednarz, Greg; Flickinger, John; Arai, Yoshio; Vacsulka, Jonet; Feng, Wenzheng; Monaco, Edward; Niranjan, Ajay; Lunsford, L Dade; Huq, M Saiful

    2017-11-01

    Gamma Knife radiosurgery is a highly precise and accurate treatment technique for treating brain diseases with low risk of serious error that nevertheless could potentially be reduced. We applied the AAPM Task Group 100 recommended failure modes and effects analysis (FMEA) tool to develop a risk-based quality management program for Gamma Knife radiosurgery. A team consisting of medical physicists, radiation oncologists, neurosurgeons, radiation safety officers, nurses, operating room technologists, and schedulers at our institution and an external physicist expert on Gamma Knife was formed for the FMEA study. A process tree and a failure mode table were created for the Gamma Knife radiosurgery procedures using the Leksell Gamma Knife Perfexion and 4C units. Three scores for the probability of occurrence (O), the severity (S), and the probability of no detection for failure mode (D) were assigned to each failure mode by 8 professionals on a scale from 1 to 10. An overall risk priority number (RPN) for each failure mode was then calculated from the averaged O, S, and D scores. The coefficient of variation for each O, S, or D score was also calculated. The failure modes identified were prioritized in terms of both the RPN scores and the severity scores. The established process tree for Gamma Knife radiosurgery consists of 10 subprocesses and 53 steps, including a subprocess for frame placement and 11 steps that are directly related to the frame-based nature of the Gamma Knife radiosurgery. Out of the 86 failure modes identified, 40 Gamma Knife specific failure modes were caused by the potential for inappropriate use of the radiosurgery head frame, the imaging fiducial boxes, the Gamma Knife helmets and plugs, the skull definition tools as well as other features of the GammaPlan treatment planning system. The other 46 failure modes are associated with the registration, imaging, image transfer, contouring processes that are common for all external beam radiation therapy

  18. Prediction of customer behaviour through datamining assets

    Directory of Open Access Journals (Sweden)

    Naděžda Chalupová

    2009-01-01

    Full Text Available Business managers accounting for commercial success or non-success of the organization have to gain knowledge needful for correct decision acceptance. These knowledge represent sophisticated information hidden in enterprise data. One possibility, how to extract mentioned knowledge from data, is to use so-called datamining assets.The paper deals with an application of chosen basic methods of knowledge discovering in da­ta­ba­ses for area of customer-provider relation and it presents, how to avail acquired knowledge as basis of managerial decisions leading to improving of customer relationship management. It solves prediction, whose aim is, on the basis of some attributes of exploring objects, to predict future be­ha­viour of objects with these attributes. This way acquired knowledge, as the output of prediction, then can markedly help competent enterprise manager with planning of marketing strategies, for example so-called cross-selling and up-selling. The contribution describes a whole operation of available data processing: from its purifying, over its preparation for mining task, to self processing by the help of SAS Enterprise Miner tool. Regression analysis, neural network and decision tree, whose principles are briefly explained in this paper too, were used for knowledge mining. The estimation of customer behaviour was tested by two mining task varying in attribute using and in categories number of one of predicive attributes. The results of these two tasks are confronted by the help of prediction fruitfulness charts.

  19. The use of data mining by private health insurance companies and customers' privacy.

    Science.gov (United States)

    Al-Saggaf, Yeslam

    2015-07-01

    This article examines privacy threats arising from the use of data mining by private Australian health insurance companies. Qualitative interviews were conducted with key experts, and Australian governmental and nongovernmental websites relevant to private health insurance were searched. Using Rationale, a critical thinking tool, the themes and considerations elicited through this empirical approach were developed into an argument about the use of data mining by private health insurance companies. The argument is followed by an ethical analysis guided by classical philosophical theories-utilitarianism, Mill's harm principle, Kant's deontological theory, and Helen Nissenbaum's contextual integrity framework. Both the argument and the ethical analysis find the use of data mining by private health insurance companies in Australia to be unethical. Although private health insurance companies in Australia cannot use data mining for risk rating to cherry-pick customers and cannot use customers' personal information for unintended purposes, this article nonetheless concludes that the secondary use of customers' personal information and the absence of customers' consent still suggest that the use of data mining by private health insurance companies is wrong.

  20. An action plan for a suitable customer loyalty programme for Matterhorn Valley Hotels

    OpenAIRE

    Lörtscher, Eliane Vera; Fragnière, Emmanuel

    2017-01-01

    Today, a customer loyalty programmes is considered a common marketing tool in tourism. It is said that loyalty programmes increase the revenue of a well-handled business, others doubt the effectiveness. Matterhorn Valley Hotels’ loyalty programme is experiencing issues and therefore, a new loyalty programme is necessary.

  1. Pengaruh Customer Relationship Marketing Dan Nilai Nasabah Terhadap Loyalitas Nasabah (Studi Kasus: Pada PT Bank Muamalat Cabang Jambi) the Effect of Customer Relationship Marketing and Customer Value to Customer Loyalty (Case Study: Muamalat Bank Ja

    OpenAIRE

    Harun, Harniza

    2011-01-01

    This study analyzes of the effect of customer relationship marketing  and customer value to customer loyalty. The object of this study is the Jambi branch of Bank Muamalat Indonesia. Research problem refers to the phenomenon of the business to the criticism and suggestions received from the ministry of consumer behavior refers to rumsan problem How to Influence Customer relationship marketing on customer loyalty. The research objective was formulated to seek answers to the flow that affect cu...

  2. Empirical Study on the Relationships of Internet Banking Quality, Customer Value, and Customer Satisfaction

    Directory of Open Access Journals (Sweden)

    Umbas KRISNANTO

    2017-06-01

    Full Text Available The purpose of this conducted study was to test the direct and indirect effects of internet banking quality and customer value to customer satisfaction. This study uses descriptive analysis and multiple regression analysis to examine these relationships. The study is based on a survey conducted with respondents who use internet banking in their day-to-day activities, and all questionnaire items are deemed valid and reliable. For data analysis, the descriptive analysis for the indicators, dimensions, and variables proved to be in a good category. Research findings and implications of the regression analysis show that internet banking quality and customer value had a greater direct impact on customer satisfaction, rather the partial relationships of these variables to satisfaction. In the partial relationships, customer value has a higher influence on customer satisfaction, than internet banking quality. As a research recommendation, banks should provide a more humanistic internet banking service for better consumer satisfaction. A major research limitation of the study is that it does not measure service quality of internet banking, and only focuses on customers of internet banking use of one single bank. The originality of this research relies on the insights of internet banking quality leading to customer satisfaction and increasing the value of a bank to its main target markets.

  3. The Marketing Mix and Service Quality in Relation to Their Impacts on Customer Satisfaction: A Study of Fast Food Chains in Taiwan

    OpenAIRE

    Huang, Liang-Chin

    2006-01-01

    The major objective of this dissertation is to explore the relationship between marketing mix/service quality and customer satisfaction in fast food chains in Taiwan. A mathematical relationship was sought to identify whether (a) marketing strategies developed from 4P (product, price, promotion and place) are related to customer satisfaction. (b) service quality developed from DINESERV (Stevens, Knutson, and Patton, 1995), the restaurant service quality measuring tool, is related to customer...

  4. Customer experiences and expectations

    International Nuclear Information System (INIS)

    Morton, C. R.

    1997-01-01

    Customer experiences and expectations from competition and cogeneration in the power industry were reviewed by Charles Morton, Director of Energy at CPC International, by describing Casco's decision to get into cogeneration in the early 1990s in three small corn milling plants in Cardinal, London and Port Colborne, Ontario, mainly as result of the threat of a 40 per cent increase in power prices. He stressed that cost competitiveness of cogeneration is entirely site-specific, but it is generally more attractive in larger facilities that operate 24 hours a day, where grid power is expensive or unreliable. Because it is reliable, cogeneration holds out the prospect of increased production-up time, as well as offering a hedge against higher energy costs, reducing the company's variable costs when incoming revenues fall short of costs, and providing an additional tool in head-to-head competition

  5. IVVS actuating system compatibility test to ITER gamma radiation conditions

    Energy Technology Data Exchange (ETDEWEB)

    Rossi, Paolo, E-mail: paolo.rossi@enea.it [Associazione EURATOM-ENEA sulla Fusione, 45 Via Enrico Fermi, 00044 Frascati, Rome (Italy); Collibus, M. Ferri de; Florean, M.; Monti, C.; Mugnaini, G.; Neri, C.; Pillon, M.; Pollastrone, F. [Associazione EURATOM-ENEA sulla Fusione, 45 Via Enrico Fermi, 00044 Frascati, Rome (Italy); Baccaro, S.; Piegari, A. [ENEA CR Casaccia, 301 Via Anguillarese, 00123 Santa Maria di Galeria, Rome (Italy); Damiani, C.; Dubus, G. [Fusion For Energy c/Josep Pla, n° 2 Torres Diagonal Litoral, 08019 Barcelona (Spain)

    2013-10-15

    Highlights: • ENEA developed and tested a prototype of a laser In Vessel Viewing and ranging System (IVVS) for ITER. • One piezo-motor prototype has been tested on the ENEA Calliope gamma irradiation facility to verify its compatibility to ITER gamma radiation conditions. • After a total dose of more than 4 MGy the piezo-motor maintained almost the same working parameters monitored before test without any evident and significant degradation of functionality. • After the full gamma irradiation test, the same piezo-motor assembly will be tested with 14 MeV neutrons irradiation using ENEA FNG facility. -- Abstract: The In Vessel Viewing System (IVVS) is a fundamental remote handling equipment, which will be used to make a survey of the status of the blanket first wall and divertor plasma facing components. A design and testing activity is ongoing, in the framework of a Fusion for Energy (F4E) grant agreement, to make the IVVS probe design compatible with ITER operating conditions and in particular, but not only, with attention to neutrons and gammas fluxes and both space constraints and interfaces. The paper describes the testing activity performed on the customized piezoelectric motors and the main components of the actuating system of the IVVS probe with reference to ITER gamma radiation conditions. In particular the test is performed on the piezoelectric motor, optical encoder and small scale optical samples .The test is carried out on the ENEA Calliope gamma irradiation facility at ITER relevant gamma fields at rate of about 2.5 kGy/h and doses of 4 MGy. The paper reports in detail the setup arrangement of the test campaign in order to verify significant working capability of the IVVS actuating components and the results are shown in terms of functional performances and parameters. The overall test campaign on IVVS actuating system will be completed on other ENEA testing facilities in order to verify compatibility to Magnetic field, neutrons and thermal

  6. IVVS actuating system compatibility test to ITER gamma radiation conditions

    International Nuclear Information System (INIS)

    Rossi, Paolo; Collibus, M. Ferri de; Florean, M.; Monti, C.; Mugnaini, G.; Neri, C.; Pillon, M.; Pollastrone, F.; Baccaro, S.; Piegari, A.; Damiani, C.; Dubus, G.

    2013-01-01

    Highlights: • ENEA developed and tested a prototype of a laser In Vessel Viewing and ranging System (IVVS) for ITER. • One piezo-motor prototype has been tested on the ENEA Calliope gamma irradiation facility to verify its compatibility to ITER gamma radiation conditions. • After a total dose of more than 4 MGy the piezo-motor maintained almost the same working parameters monitored before test without any evident and significant degradation of functionality. • After the full gamma irradiation test, the same piezo-motor assembly will be tested with 14 MeV neutrons irradiation using ENEA FNG facility. -- Abstract: The In Vessel Viewing System (IVVS) is a fundamental remote handling equipment, which will be used to make a survey of the status of the blanket first wall and divertor plasma facing components. A design and testing activity is ongoing, in the framework of a Fusion for Energy (F4E) grant agreement, to make the IVVS probe design compatible with ITER operating conditions and in particular, but not only, with attention to neutrons and gammas fluxes and both space constraints and interfaces. The paper describes the testing activity performed on the customized piezoelectric motors and the main components of the actuating system of the IVVS probe with reference to ITER gamma radiation conditions. In particular the test is performed on the piezoelectric motor, optical encoder and small scale optical samples .The test is carried out on the ENEA Calliope gamma irradiation facility at ITER relevant gamma fields at rate of about 2.5 kGy/h and doses of 4 MGy. The paper reports in detail the setup arrangement of the test campaign in order to verify significant working capability of the IVVS actuating components and the results are shown in terms of functional performances and parameters. The overall test campaign on IVVS actuating system will be completed on other ENEA testing facilities in order to verify compatibility to Magnetic field, neutrons and thermal

  7. 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...

  8. 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. British Veterinary Association.

  9. The Impact of Service Quality and Trust to Customer Loyalty Through Customer Satisfaction at Bank Bca Manado

    OpenAIRE

    Tatuil, Anggreiny

    2013-01-01

    Customer satisfaction is the main factor that determines good or not the services company provided. It is a barometer for customers to re-use services company offered or customer loyalty using the E-banking. If the service is disappointing and customer could not believe the service company provided, will have a negative effect both for customers and the bank itself. This research is aimed to analyze the influence of service quality and trust to customer loyalty trough customer satisfaction. T...

  10. MASS CUSTOMIZATION and PRODUCT MODELS

    DEFF Research Database (Denmark)

    Svensson, Carsten; Malis, Martin

    2003-01-01

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

  11. Sustainability Evaluation of Mass Customization

    DEFF Research Database (Denmark)

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

    2013-01-01

    This paper addresses the issue whether the concepts mass customization and sustainability are fundamentally compatible by asking the question: can a mass customized product be sustainable? Some factors indicate that mass customized products are less sustainable than standardized products; however...... other factors suggest the opposite. This paper explores these factors during three life cycle phases for a product: Production, Use and End of Life. It is concluded that there is not an unambiguous causal relationship between mass customization and sustainability; however several factors unique to mass...... customized products are essential to consider during product development....

  12. A customer-friendly Space Station

    Science.gov (United States)

    Pivirotto, D. S.

    1984-01-01

    This paper discusses the relationship of customers to the Space Station Program currently being defined by NASA. Emphasis is on definition of the Program such that the Space Station will be conducive to use by customers, that is by people who utilize the services provided by the Space Station and its associated platforms and vehicles. Potential types of customers are identified. Scenarios are developed for ways in which different types of customers can utilize the Space Station. Both management and technical issues involved in making the Station 'customer friendly' are discussed.

  13. Customer interruption cost and results

    Energy Technology Data Exchange (ETDEWEB)

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

    1997-12-31

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

  14. 19 CFR 143.24 - Preparation of Customs Form 7501 and Customs Form 368 or 368A (serially numbered).

    Science.gov (United States)

    2010-04-01

    ... 19 Customs Duties 2 2010-04-01 2010-04-01 false Preparation of Customs Form 7501 and Customs Form 368 or 368A (serially numbered). 143.24 Section 143.24 Customs Duties U.S. CUSTOMS AND BORDER... Informal Entry § 143.24 Preparation of Customs Form 7501 and Customs Form 368 or 368A (serially numbered...

  15. Evaluation of Monte Carlo tools for high energy atmospheric physics

    Directory of Open Access Journals (Sweden)

    C. Rutjes

    2016-11-01

    Full Text Available The emerging field of high energy atmospheric physics (HEAP includes terrestrial gamma-ray flashes, electron–positron beams and gamma-ray glows from thunderstorms. Similar emissions of high energy particles occur in pulsed high voltage discharges. Understanding these phenomena requires appropriate models for the interaction of electrons, positrons and photons of up to 40 MeV energy with atmospheric air. In this paper, we benchmark the performance of the Monte Carlo codes Geant4, EGS5 and FLUKA developed in other fields of physics and of the custom-made codes GRRR and MC-PEPTITA against each other within the parameter regime relevant for high energy atmospheric physics. We focus on basic tests, namely on the evolution of monoenergetic and directed beams of electrons, positrons and photons with kinetic energies between 100 keV and 40 MeV through homogeneous air in the absence of electric and magnetic fields, using a low energy cutoff of 50 keV. We discuss important differences between the results of the different codes and provide plausible explanations. We also test the computational performance of the codes. The Supplement contains all results, providing a first benchmark for present and future custom-made codes that are more flexible in including electrodynamic interactions.

  16. Perceived quality, perceived risk and customer trust affecting customer loyalty of environmentally friendly electronics products

    Directory of Open Access Journals (Sweden)

    Lalinthorn Marakanon

    2017-01-01

    Full Text Available At present, industrial business competition causes producers to be aware of quality, price, and variety in developing new products to meet the consumers' needs. This research reviewed the literature on green marketing and proposes a new conceptual framework of customer loyalty. It uses four constructs—perceived quality, perceived risk, customer trust, and customer loyalty—in the context of environmentally friendly electronics products in Thailand. This research employed an empirical study using the questionnaire survey method to verify the hypotheses. Data were obtained from 420 consumers who bought and used environmentally friendly electronic products, particularly mobile phones, computers, and laptops using a purposive sampling method. The data were analyzed using confirmatory factor analysis (CFA and structural equation modeling (SEM. The results showed that perceived risk and customer trust had a direct effect on customer loyalty while perceived quality had an indirect effect on customer loyalty via customer trust. Furthermore, perceived quality had direct effects on perceived risk and customer trust. The results from the final SEM model were used to confirm the proposed relationships among the variables.

  17. Customer Relationship Management : Strategy Process Evaluation

    OpenAIRE

    Din, Fazal

    2014-01-01

    Before the advent of globalization the mantra of "Customer is King", was preached by large organizations. With the development of technology and the business environment, multinationals better understand the importance of customer retention and customer loyalty. Customer loyalty, attained by sustainable customer relationship, is the focus of most of the companies around the world. For any large organization customer relationship management, under the umbrella of business vision, mission and o...

  18. 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

    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 by involving them 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. Mulino Bianco was first launched in Italy, being one of the value brands of Barilla Group, which we can say, according to the Italian definition and classification, it belongs to creative industries: industry of food and taste. Even though Barilla Group's Research & Development department does its job very efficiently, developing and creating new products under different brands, lately a key strategy for the Group and for Mulino Bianco, by default, is customers’ pro-active involvement in products’ development or creation. One of the tools used for this is the

  19. An investigation into the application of customer profitability analysis as a strategic decision-making tool in a hospitality environment

    OpenAIRE

    Noone, Breffni M

    1997-01-01

    The primary objective of this study was to investigate the Applicability of Customer Profitability Analysis as a strategic decision-making technique in a hospitality environment. The study commenced with a review of literature in the fields of Yield Management, Customer Profitability Analysis (CPA) and Activity-Based Costing (ABC), with ABC being identified as an appropriate method of costing to use in CPA. Issues arising from the implementation of an Activity-Based CPA including the purpose ...

  20. Maximizing Product Innovation through Adaptive Application of User-Centered Methods for Defining Customer Value

    Directory of Open Access Journals (Sweden)

    Tonje Overvik Olsen

    2011-12-01

    Full Text Available Establishing deep understanding of customers is a prerequisite to improve success rates of innovations under today’s transient business conditions. This paper summarizes methods and tools to increase customer understanding in new product development. A case study of developing an office chair was conducted, utilizing four such methods (web based survey, interview, observation and workshops to provide directions for later application. Results indicate that methods revealing emotionally-related customer information (workshops and observation are resource-intensive and provide less amount of information directly applicable to the product development team. The opposite is the case for methods providing more functionally-related information (web based survey and interview. The overall conclusion is that the latter methods are more suitable for product improvements, while the former may provide valuable information for creating more differentiated products.

  1. Risk management in customs control

    OpenAIRE

    Drobot, Elena; Klevleeva, Aziza

    2016-01-01

    The particularities of risk-management system implementation within customs control are discussed in the article. The authors single out the elements of risk-management system, evaluate effectiveness of risk-management in customs control. The main reasons for non-implementation of risk-management system in customs control are described, as well. Particular attention is paid to the benefits of customs risk management.

  2. Competitive Effects of Mass Customization

    OpenAIRE

    Oksana Loginova

    2010-01-01

    Earlier theoretical literature on mass customization maintains that customization reduces product differentiation and intensifies price competition. In contrast, operations management studies argue that customization serves primarily to differentiate a company from its competitors. Interactive involvement of the customer in product design creates an affective relationship with the firm, relaxing price competition. This paper provides a model that incorporates consumer involvement to explain t...

  3. Customer-Centricity for Financial Inclusion

    OpenAIRE

    Kilara, Tanaya; Rhyne, Elisabeth

    2014-01-01

    Every business depends on winning customer loyalty by providing value. This is also true when customers are from the base of the social and economic pyramid (BOP). Financial service providers who are serving or who want to serve this important customer segment need to invest in understanding the customers' needs and develop products that meet those needs. An important part of becoming cust...

  4. Take Five for Customer Service

    Directory of Open Access Journals (Sweden)

    Laura J. Ax-Fultz

    2016-05-01

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

  5. The Relationship between Service Quality, Customer Satisfaction and Customer Loyalty: An Investigation in Vietnamese Retail Banking Sector

    OpenAIRE

    Ngo, Vu Minh; Nguyen, Huan Huu

    2016-01-01

    This study develops and empirically tests the interrelationships between service quality, customer satisfaction, and customer loyalty in a retail banking context. Increasingly intense competitiveness and fundamental changes in the business environment nowadays are forcing firms to implement a customer-focused strategy which raises the importance of customer-related constructs such as customer satisfaction, service quality, and customer loyalty in explaining a firm’s performance. In particular...

  6. 19 CFR 101.7 - Customs seal.

    Science.gov (United States)

    2010-04-01

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

  7. ROLE OF DEMANDING CUSTOMER: THE INFLUENCE OF UTILITARIAN AND HEDONIC VALUES ON LOYALTY CUSTOMER

    OpenAIRE

    Purwanto; Kuswandi; Sunjoto

    2015-01-01

    This study aims to examine and analyze the influence of Utilitarian Value, Hedonic Value on Customer Satisfaction and Loyalty with Demanding Customers Moderation among customers of Modern Café in Surabaya. This study was conducted at the modern coffee bar (coffee shop) customers in Surabaya. In accordance with the data obtained from the Department of Tourism Surabaya, there are 14 modern coffee shop with 41 stands scattered in Surabaya. Sample used in this study is modern coffe...

  8. Customer attractiveness, supplier satisfaction and preferred customer status: a review and a cycle model

    OpenAIRE

    Schiele, Holger; Veldman, Jasper; Hüttinger, L.

    2012-01-01

    In this paper, we introduce the concept of preferred customer status, i.e. a buyer is awarded preferential treatment of its important suppliers compared to their other customers. As there is a lack of knowledge of what motivates suppliers to serve selected buyers better than others, our research focuses on the suppliers’ evaluation of customers and how it can be influenced by buyers. Based on social exchange theory, we provide a conceptual model which proposes customer attractiveness, supplie...

  9. 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.

  10. Full 3-D OCT-based pseudophakic custom computer eye model

    Science.gov (United States)

    Sun, M.; Pérez-Merino, P.; Martinez-Enriquez, E.; Velasco-Ocana, M.; Marcos, S.

    2016-01-01

    We compared measured wave aberrations in pseudophakic eyes implanted with aspheric intraocular lenses (IOLs) with simulated aberrations from numerical ray tracing on customized computer eye models, built using quantitative 3-D OCT-based patient-specific ocular geometry. Experimental and simulated aberrations show high correlation (R = 0.93; poptical geometrical and surgically-related factors to image quality, and are an excellent tool for characterizing and improving cataract surgery. PMID:27231608

  11. Gamma: A C++ Sound Synthesis Library Further Abstracting the Unit Generator

    DEFF Research Database (Denmark)

    Putnam, Lance Jonathan

    2014-01-01

    Gamma is a C++ library for sound synthesis that was created to address some of the limitations of existing sound synthesis libraries. The first limitation is that unit generators cannot easily be organized into separate sampling domains. This makes it difficult to use unit generators with different...... sample rates and in other domains, namely the frequency domain. The second limitation is that certain internal unit generator algorithms, such as interpolation, cannot be customized. This tends to lead to closed architectures consisting of multiple unit generators with only slight algorithmic differences...

  12. The Role of Multichannel Marketing in Customer Retention and Loyalty: Study in Emerald Bank Customer in Indonesia

    Directory of Open Access Journals (Sweden)

    Ambarwati Ambarwati

    2015-09-01

    Full Text Available Attention on the relationship between customer retention, customer loyalty, and customer satisfaction that serves as "seed" of customer loyalty highlight the important factors for multichannel management. With the growing trends of people in investing their money in bank for securities need to be responded by the marketing department to create better marketing strategies. The purpose of this study is to examine and explain the effect of a multichannel bank on emerald customers retention   in one of the largest SOE bank in Indonesia, in the city of Surabaya, BNI (Bank Negara Indonesia toward customer  satisfaction, loyalty and customer  retention. This study develops the theory  of  mix marketing by using multichannel  as one of the elements that can increase customer retention   using satisfaction mediation and customer loyalty. Mechanical determination of sample units in this study is a  purposive sampling, of 89 respondents. Generalized Structured Component Analysis (GSCA was applied to test the hypotheses. The results of this study indicate that direct multichannel not  significantly effect the customer retention. Customer satisfaction can not be a perfect mediation  and the customer loyalty can be a perfect mediation in the relationship between multichannel and customer retention. This study contributes to the banking industry in applying the concept of the mix marketing.

  13. RISK MANAGEMENT IN CUSTOMS CONTROL

    Directory of Open Access Journals (Sweden)

    Elena Valerievna Drobot

    2017-06-01

    Full Text Available Customs administrations operating in the modern global economy are faced with a complex range of challenges. The prime responsibilities remain the collection of revenues and the protection of the society, but these demanding tasks must be performed effectively and efficiently, whilst at the same time facilitating the flow of legitimate goods. Risk management is a logical and systematic method of identifying, analyzing and managing risks. Risk management can be associated with any activity, function or process within the organization and will enable the organization to take advantage of opportunities and minimize potential losses. Minimization of the human factor in customs control through the implementation of non-intrusive inspection equipment can be very useful. The particularities of risk-management system (RMS implementation within customs control are discussed in the article. The authors single out the elements of the risk-management system, evaluate the effectiveness of risk-management in customs control. The main reasons for non-implementation of the risk-management system in customs control are described as well. The particular attention is paid to the benefits of customs risk management. The authors’ hypothesis is that risk management in customs control must find a balance between costs and benefits to address all risks equally. Criteria are needed to decide what constitutes an acceptable or unacceptable risk. Thus, system analysis and risk management system are the effective mechanisms for acceleration of customs clearance and improve the quality of customs control. As a conclusion, the authors give recommendations for the improvement of the effectiveness of risk management system in customs control.

  14. Role of Third Party Logistics Providers with Advanced it to Increase Customer Satisfaction in Supply Chain Integration

    OpenAIRE

    Zaryab Sheikh; Shafaq Rana

    2012-01-01

    The main area of change in organizational strategy is the extensive use of third party logistics providers who are using advanced information technology tools and integration of supply chain to enhance customer satisfaction. By outsourcing the logistics operations, companies can focus on their core competencies and other important areas of organization which can’t be outsourced. The analysis of this paper is conducted by discussing different concepts of supply chain integration, customer sati...

  15. Application of the similitude principle to gamma-gamma density measurements; Application du principe de similitude a la mesure gamma-gamma de densite

    Energy Technology Data Exchange (ETDEWEB)

    Czubek, J A [Commissariat a l' Energie Atomique, Saclay (France). Centre d' Etudes Nucleaires. Departement d' Electronique Generale, Service d' Electronique Industrielle; Institut de Recherches Nucleaires, Dep. VI, Cracow (Poland)

    1966-07-01

    The work presented here deals with the problem of the application of the similitude principle to rock density measurements by the gamma-gamma method. A formula is presented which makes it possible to transform results of gamma-gamma measurements carried out on models in order to make them suitable for comparison with results obtained under actual field conditions. Both the space coordinates and the densities are transformed. This transformation makes it possible to obtain a calibration curve as a function of the density for a gamma-gamma probe using only a single model of given density. The influence has also been studied of the chemical composition on the results obtained from gamma-gamma measurements. A method has been developed for estimating the equivalent Z parameter of the medium; the possibility of completely eliminating the influence of the chemical composition of the medium on the measurement results has been studied. (author) [French] L'etude presentee ci-dessous traite le probleme de l'application du principe de similitude aux mesures de densite des roches par la methode gamma-gamma. Nous indiquons une formule qui permet de transformer les resultats des mesures gamma-gamma effectuees sur les modeles pour les comparer aux resultats obtenus dans les conditions reelles sur le terrain. On transforme les coordonnees spatiales ainsi que les densites. Cette transformation donne la possibilite d'obtenir une courbe d'etalonnage (en fonction de la densite) pour une sonde gamma-gamma en utilisant un seul modele de densite donnee. On a etudie aussi l'influence de la composition chimique sur les resultats obtenus des mesures gamma-gamma. On a etabli une methode d'estimation du parametre Z equivalent du milieu, ainsi que la possibilite d'eliminer completement l'influence de la composition chimique du milieu sur les resultats des mesures de densite. (auteur)

  16. Customer Relationship Management.

    Science.gov (United States)

    Fayerman, Michael

    2002-01-01

    Presents an approach increasingly employed by businesses to track and respond to their customers to provide better and faster services: customer relationship management. Discusses its applicability to the operations of higher education and institutional research and the role it plays in the knowledge management framework. (EV)

  17. New Thoughts of Customer Value Study

    Science.gov (United States)

    Sun, Hong; Su, Zhuqing

    Customer value theory's discovery has established to take customer and even customer value as the center position for research of marketing, which is good progress of marketing theory. However, in the past researches for customer value emphasized customer perceived value, there was no good answer on which customers perceived with what scale. This paper states that customer perceived value is established in value transmission mechanism of its rear, which is based on the role of consumption values. With a market environment's change, and the strength of consumer's sovereignty consciousness, especially when personal consumption is identified and developed to become a mainstream consume culture in nowadays society, the role of the transmission is increasingly in evidence. Studies of consumeption values are to deepen customer value theory.

  18. The Influence Of Customer Handling On Brand Image In Building Customer Loyalty

    OpenAIRE

    Ryan Kurniawan; Sucherly; Surachman

    2015-01-01

    Complaint handling influences brand image which will influence customer loyalty in the future. This research is aimed to find out how the complaint handling is capable to influence against the brand image in building the customer loyalty of Indomaret Minimarket with the study case of Indomaret Minimarket. This research also aims to find out how the complaint handling is conducted by Indomaret Minimarket the brand image of service on Indomaret Minimarket as well as the customer loyalty of Ind...

  19. Customs control of radioactive materials

    International Nuclear Information System (INIS)

    Causse, B.

    1998-01-01

    Customs officers take part in the combat against illicit traffic od radioactive materials by means of different regulations dealing with nuclear materials, artificial radiation sources or radioactive wastes. The capability of customs officers is frequently incomplete and difficult to apply due to incompatibility of the intervention basis. In case of contaminated materials, it seems that the customs is not authorised directly and can only perform incidental control. In order to fulfil better its mission of fighting against illicit traffic of radioactive materials customs established partnership with CEA which actually includes practical and theoretical training meant to augment the capabilities of customs officers

  20. How to measure customer value and its relationship with shareholder value in a business-to-business market

    Directory of Open Access Journals (Sweden)

    Gustavo Bermejo

    2010-10-01

    Full Text Available Intangible assets are difficult to measure, but nowadays the value of the shares of firms in the stock exchange market contains a high percentage of intangible capital and customers are one of the main intangible assets which should be evaluated. This paper presents and discusses some tools to measure the value of customers. But first, it is mandatory to define and clarify the relationships among the concepts of Customer Equity (CE, Life Time Value (LTV and Customer Relationship Management (CRM. LTV is the best financial outcome to measure customer value, so the paper reviews the literature on some mathematical models to calculate LTV. We propose an equation for LTV in order to apply it in a business-to-business market, and an analysis of the influence factors involved in it is made, focusing especially in the link between LTV and shareholder value. Finally, we propose as future lines of research, the relational equity approach as the perfect complement to the customer equity analysis and a way to estimate LTV for actual cases of publicly traded firms using published information.

  1. EvolView, an online tool for visualizing, annotating and managing phylogenetic trees.

    Science.gov (United States)

    Zhang, Huangkai; Gao, Shenghan; Lercher, Martin J; Hu, Songnian; Chen, Wei-Hua

    2012-07-01

    EvolView is a web application for visualizing, annotating and managing phylogenetic trees. First, EvolView is a phylogenetic tree viewer and customization tool; it visualizes trees in various formats, customizes them through built-in functions that can link information from external datasets, and exports the customized results to publication-ready figures. Second, EvolView is a tree and dataset management tool: users can easily organize related trees into distinct projects, add new datasets to trees and edit and manage existing trees and datasets. To make EvolView easy to use, it is equipped with an intuitive user interface. With a free account, users can save data and manipulations on the EvolView server. EvolView is freely available at: http://www.evolgenius.info/evolview.html.

  2. 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.

  3. Factors Influencing Attitudes Towards the Use of CRM’s Analytical Tools in Organizations

    Directory of Open Access Journals (Sweden)

    Šebjan Urban

    2016-02-01

    Full Text Available Background and Purpose: Information solutions for analytical customer relationship management CRM (aCRM IS that include the use of analytical tools are becoming increasingly important, due organizations’ need for knowledge of their customers and the ability to manage big data. The objective of the research is, therefore, to determine how the organizations’ orientations (process, innovation, and technology as critical organizational factors affect the attitude towards the use of the analytical tools of aCRM IS.

  4. Level of customer orientation and customer protection in hotels in Serbia

    Directory of Open Access Journals (Sweden)

    Ćirić Maja

    2014-01-01

    Full Text Available Hotels present an engine of tourism development. Their standard and orientation towards specific target groups of customers determine the strength of tourism offer. In addition, they contribute to the agricultural development, too, because they are the great buyers of agricultural products. According to official data, the existing potentials of Serbian tourism have been insufficiently valorised and Serbian hotels are in pretty poor condition- compared to international standards. Taking these facts into consideration, we can raise a question whether the key problems of Serbian hotels lie exclusively in inadequate accommodation capacities, or perhaps that there is a lack of customer- oriented business philosophy. Also the question is to what extent the legal regulations contribute to the protection of customer rights and their satisfaction. Therefore, the purpose of this paper is to ascertain the level of customer orientation in Serbian hotels, so as to find out whether members of hotel staff are acquainted with the notion of customer orientation and determine the degree to which this approach has been applied in practice. Conclusions and recommendations for improvement of competitiveness of hotels in Serbia are derived on the basis of research conducted by interviewing the employees of a sample of hotels in Serbia.

  5. Applications of outcrop gamma-ray logging to field development and exploration

    International Nuclear Information System (INIS)

    Jordan, D.W.; Slatt, R.M.; Gillespie, R.H.; D'Agostino, A.E.; Scheihing, M.H.

    1991-01-01

    Gamma-ray logs of outcrops have been generated using two techniques. These techniques demonstrate the applicability of outcrop logging to better understand reservoir facies architecture and exploration type problems. The first logging technique employs the use of a standard logging truck and gamma-ray sonde. The truck is positioned near the top of the cliff face and the sonde is lowered to the bottom of the cliff. Gamma-ray counts are recorded as the sonde is raised at a constant rate. The second logging technique employs the use of a commercially available, hand-held, gamma-ray scintillometer. The tool measures total radiation at the outcrop. Equally-spaced measurements are made along the section and are displayed as a function of depth below a reference point. In this paper examples of gamma-ray logging experiments conducted on turbidities of the Jackfork Group (Pennsylvanian) in central and southern Arkansas are discussed, as are application of outcrop gamma-ray logging in the Long Beach Unit of Wilmington Oil Field, California, and Point Mugu (Santa Barbara Channel), California

  6. ANTESEN CUSTOMER LOYALTY PADA BUDGET HOTEL

    OpenAIRE

    Latifa Rahma

    2016-01-01

    This research discusses the effects of Service Quality on Customer Satisfaction, Customer Loyalty, and Brand Image Budget hotel (Five Budget Hotel Managed by local chain hotel). The purpose of this study were 1) to analyze the effects of Service Quality on Customer Satisfaction, 2) to analyze the effects of Service Quality on Customer Loyalty, 3) to analyze the effect of Customer Satisfaction to Customer Loyalty, 4) to analyze the effects of Service Quality on the Brand Image, 5 ) to analyze ...

  7. Impact Of Customer Relationship Management On Customer Retention A Case Of Private Banks Of Sialkot Punjab

    OpenAIRE

    Nayab Bashir

    2017-01-01

    Customer relationship management is good for banking sector to increase in any economic condition and for customers to receive quality services This research check the impact of customer relationship management activities on banks customer retention in Sialkot Punjab. For the purpose of study a sampling analysis was conducted among 330 customers of selected private banks that is Habib Bank limited United Bank limited Faysal Bank limited with the help of a structured questionnaire. 316 questio...

  8. 19 CFR 24.14 - Salable Customs forms.

    Science.gov (United States)

    2010-04-01

    ... 19 Customs Duties 1 2010-04-01 2010-04-01 false Salable Customs forms. 24.14 Section 24.14 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY; DEPARTMENT OF THE TREASURY CUSTOMS FINANCIAL AND ACCOUNTING PROCEDURE § 24.14 Salable Customs forms. (a) Customs forms for sale to...

  9. Customer satisfaction in European food retailing

    DEFF Research Database (Denmark)

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

    2002-01-01

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

  10. Relationship Marketing, Customer Satisfaction, Customer Commitment dan Customer Loyalty (Studi pada sebuah Bank Nasional di Denpasar)

    OpenAIRE

    Budi Martini, Luh Kadek

    2013-01-01

    Various approaches to marketing strategy applied by the organization to maintain companies viability and customer loyalty. This condition is the hope for every organization, considering the role of consumers as the companys assets can not be underestimated. Relationship marketing concept as a new breakthrough in the world of marketing gives new faces to build sustainable customer loyalty. With proper relationship marketing concept application, will be realized that the commit behavior of cons...

  11. THE IMPACTS OF PHILANTHROPY RESPONSIBILITY AND ETHICAL RESPONSIBILITY TOWARD CUSTOMER PURCHASE BEHAVIOR AND CUSTOMER LOYALTY

    OpenAIRE

    Kurniawati Chrisjatmiko; Danthy Margareth

    2018-01-01

    The purpose of this research is to analyze the impact of philanthropy responsibility and ethical responsibility towards customer purchase behavior and customer loyalty on fast food restaurants. The research was conducted by using quantitative research design and hypothetical testing to explore philanthropic responsibility, ethical responsibility, customer purchase behavior, and customer loyalty variables. Samples were taken from 186 respondents of employee population in Jakarta. Structural eq...

  12. Customer Innovation Process Leadership

    DEFF Research Database (Denmark)

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

    2007-01-01

    Innovation leadership has traditionally been focused on leading the companies' product development fast, cost effectively and with an optimal performance driven by technological inventions or by customers´ needs. To improve the efficiency of the product development process focus has been on diffe......Innovation leadership has traditionally been focused on leading the companies' product development fast, cost effectively and with an optimal performance driven by technological inventions or by customers´ needs. To improve the efficiency of the product development process focus has been...... on different types of organisational setup to the product development model and process. The globalization and enhanced competitive markets are however changing the innovation game and the challenge to innovation leadership Excellent product development innovation and leadership seems not any longer to enough...... another outlook to future innovation leadership - Customer Innovation Process Leadership - CIP-leadership. CIP-leadership moves the company's innovation process closer to the customer innovation process and discusses how companies can be involved and innovate in customers' future needs and lead...

  13. Factors on the Customers Loyalty of Websites With Regard To the Role of Satisfaction and Trust

    Directory of Open Access Journals (Sweden)

    Hamid jamshidi

    2015-09-01

    Full Text Available In the present era, Internet as an accepted and useful tool for commerce, buying and selling has become and Fundamental changes in the structure of industry and commerce has brought in this among the preservation and strengthening customer loyalty for companies that are operating in Electronics space as a strategic challenge Is discussed In the field of maintain and develop a competitive position in the virtual space. This study sought to evaluate the impact of system quality, information quality and interface design quality on customer loyalty websites through role of the customers’ satisfaction and trust. The Population Statistical of this study is “Center market” website customers that among them 320 samples were selected randomly. Data analysis by using SPSS and AMOS statistical software was done and the statistical methods used in this study, structural equation modeling. The results show that the system quality and interface design quality significantly influences on the satisfaction and trust of web site customers But does not influence the quality of information on these variables. The study also found that customer trust causing is His satisfaction and both variables the trust and satisfaction are influence on the customer loyalty.

  14. 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.

  15. THE EFFECTS OF SERVICE QUALITY, CUSTOMER SATISFACTION, TRUST, AND PERCEIVED VALUE TOWARDS CUSTOMER LOYALTY

    Directory of Open Access Journals (Sweden)

    Tanisah Tanisah

    2015-03-01

    Full Text Available This purpose of the research is to examine the effects of service quality, customer satisfaction, trust, and perceived value towards customer loyalty in KJKS BMT Bondho Tumoto Semarang. The sample was taken by using incidental sampling techniques and it had 98 customers. The data was analyzed by multiple linier regressions. Test results in partial show that service quality, trust and perceived value gave positive and significant effect towards customers’ loyalty. In contrast, customer satisfaction did not have significant effect towards customers’ loyalty. Then, simultaneous testing show that service quality, customer satisfaction, trust and perceived value gave significant effects towards customers’ loyalty. This study found that from those variables, trust variable gave the biggest effect towards customers’ loyalty.

  16. Assessment criteria of Polish customs services effectiveness in customs clearance of foreign trade goods

    Directory of Open Access Journals (Sweden)

    Katarzyna Szmyd

    2013-09-01

    Full Text Available In recent years Polish customs administration has undergone substantial changes not only in its structure but also in terms of tasks execution. Upon Poland’s accession to the European Union the western border was transformed into the internal border whereas the eastern border into the external border of the European Union, which led to a range of changes in the Customs Service. Those transformations made it necessary to lift customs control at border crossings from the western side. While becoming external border of the European Union Poland was obliged to adjust customs procedures to the Union standards. The abovementioned changes necessitated the need for organizational and structural transformation within the Customs Service. While performing statutory tasks the Customs Service provides safety and security for its citizens, makes it easier for reliable entrepreneurs to run their business activity as well as cares for the country’s finances. The effectiveness of the Customs Services depends to a large extent on functional infrastructure, state-of-the-art control devices, reliable communication system and innovative information solutions. It should improve the quality of the services provided, which would facilitate commodity circulation and make it possible to provide the merchandise straight to the entrepreneur, who deals with customs formalities on his or her own. Implementing new solutions – improvements by the Customs Service will provide substantial acceptance of its activities by citizens as well as entrepreneurs through providing more valuable services for the community, creating new possibilities in terms of business servic-ing by tapping into the already existing resources (effectiveness – better resource orientation, economy – better resource employment.

  17. Customer care in the NHS.

    Science.gov (United States)

    Ruddick, Fred

    2015-01-20

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

  18. Predictive Systems for Customer Interactions

    Science.gov (United States)

    Vijayaraghavan, Ravi; Albert, Sam; Singh, Vinod Kumar; Kannan, Pallipuram V.

    With the coming of age of web as a mainstream customer service channel, B2C companies have invested substantial resources in enhancing their web presence. Today customers can interact with a company, not only through the traditional phone channel but also through chat, email, SMS or web self-service. Each of these channels is best suited for some services and ill-matched for others. Customer service organizations today struggle with the challenge of delivering seamlessly integrated services through these different channels. This paper will evaluate some of the key challenges in multi-channel customer service. It will address the challenge of creating the right channel mix i.e. providing the right choice of channels for a given customer/behavior/issue profile. It will also provide strategies for optimizing the performance of a given channel in creating the right customer experience.

  19. Environmental Accounting as a Tool for Environmental Management ...

    African Journals Online (AJOL)

    Environmental Accounting as a Tool for Environmental Management System. ... This paper reviews about the relationship of environmental accounting and environmental ... to legal and regulation requirement, to reduce cost from customer

  20. Bank Customers Management System

    Directory of Open Access Journals (Sweden)

    Ebubeogu Amarachukwu Felix

    2015-08-01

    Full Text Available ABSTRACT The purpose of this project is in partial fulfilment of the requirements of Bachelor of Science Hon in Information Technology. The Design and development of this Bank customers Management system provides a more secured approach in managing bank customers information which strengthens the relationships between banks and their customers by providing the right solutions that uses a multi-level security to improve customer satisfaction. The technology used in developing this project is ASP.NET and the programming language used to develop this project is C and the IDE used is Microsoft Visual Studio 2013 professional in designing the front end while the back end uses Microsoft SQL Server 2012.