Hopfield-K-Means clustering algorithm: A proposal for the segmentation of electricity customers

International Nuclear Information System (INIS)

Lopez, Jose J.; Aguado, Jose A.; Martin, F.; Munoz, F.; Rodriguez, A.; Ruiz, Jose E.

2011-01-01

Customer classification aims at providing electric utilities with a volume of information to enable them to establish different types of tariffs. Several methods have been used to segment electricity customers, including, among others, the hierarchical clustering, Modified Follow the Leader and K-Means methods. These, however, entail problems with the pre-allocation of the number of clusters (Follow the Leader), randomness of the solution (K-Means) and improvement of the solution obtained (hierarchical algorithm). Another segmentation method used is Hopfield's autonomous recurrent neural network, although the solution obtained only guarantees that it is a local minimum. In this paper, we present the Hopfield-K-Means algorithm in order to overcome these limitations. This approach eliminates the randomness of the initial solution provided by K-Means based algorithms and it moves closer to the global optimun. The proposed algorithm is also compared against other customer segmentation and characterization techniques, on the basis of relative validation indexes. Finally, the results obtained by this algorithm with a set of 230 electricity customers (residential, industrial and administrative) are presented. (author)

Basic and substitute supply in the event of customer insolvency. The field between energy law and insolvency law, with due consideration to the unconstitutionality of the basic supply ordinances for electricity and gas; Grund- und Ersatzversorgung in der Insolvenz des Kunden. Das Spannungsfeld von Energie- und Insolvenzrecht unter Beruecksichtigung der Verfassungswidrigkeit der GVV fuer Strom und Gas

Energy Technology Data Exchange (ETDEWEB)

Barchewitz, Paul

2008-07-01

The author of this publication examines the legal relationships that arise between the parties involved if a customer receiving a basic or substitute energy supply runs into crisis and insolvency. The intent is to describe and assess the interplay between energy law and insolvency law. The author examines how far the obligations of the basic supplier reach in the event of customer insolvency, what means the customer, the (provisional) insolvency administrator and the basic supplier have at their disposal in this situation and how these might assessed from a legal and economic viewpoint. Special emphasis is placed on the partial unconstitutionality of the basic supply ordinances for electricity and gas. These laws should also specify the parties' obligations and rights in the event of insolvency.

Layer-Mean Quantities, Local Conservation Laws, and Vorticity

International Nuclear Information System (INIS)

Camassa, R.; Levermore, C.D.

1997-01-01

We derive local conservation laws for layer-mean quantities in two general settings. When applied to Euler flows, the first of these settings yields well-known local conservation laws for quantities averaged between material surfaces. The second, however, leads to new local conservation laws for quantities involving the vorticity that are averaged between arbitrary surfaces. These produce the crucial vorticity conservation laws in shallow water models that admit nonhydrostatic and noncolumnar motion. Moreover, they seem to lie outside the Hamiltonian paradigm of fluid dynamics. The formalism generalizes to skew-symmetric matrix fields; applications to electromagnetism are suggested. copyright 1997 The American Physical Society

The Means-End Approach to Understanding Customer Values of a On-Line Newspaper

Directory of Open Access Journals (Sweden)

André Luiz Maranhão de Souza Leão

2007-01-01

Full Text Available Customer value is understood as one of the constructs that best explains consumer decision making. Its proposal is to understand how consumers translate product or service characteristics and consequences of use into personal self-relevant values. The means-end theory is a way of systematically thinking in this hierarchicalrepresentation. The most commonly used method to achieve means-end chains is laddering. This theory and method were used to understand customer values of an important on-line Brazilian newspaper, which is an innovative approach, since on-line laddering is uncommon. The findings indicate that values related to goals of a personal nature are the most important ones. However, other values indicate the increase of the public man pointing to an alternative vision of what is commonly thought of as the contemporary isolated and selfish human. Academic research could benefit from a broader understanding and use of the means-end theory and laddering on the Web. Future research for managerial practices is warranted in areas such as segmentation, satisfaction measuring and customer value reevaluation, in addition to copy tests.

20 CFR 404.1581 - Meaning of blindness as defined in the law.

Science.gov (United States)

2010-04-01

... 20 Employees' Benefits 2 2010-04-01 2010-04-01 false Meaning of blindness as defined in the law..., SURVIVORS AND DISABILITY INSURANCE (1950- ) Determining Disability and Blindness Blindness § 404.1581 Meaning of blindness as defined in the law. We will consider you blind under the law for a period of...

20 CFR 416.981 - Meaning of blindness as defined in the law.

Science.gov (United States)

2010-04-01

... 20 Employees' Benefits 2 2010-04-01 2010-04-01 false Meaning of blindness as defined in the law... INCOME FOR THE AGED, BLIND, AND DISABLED Determining Disability and Blindness Blindness § 416.981 Meaning of blindness as defined in the law. We will consider you blind under the law for payment of...

Customs control of goods

Directory of Open Access Journals (Sweden)

Mentor Gashi

2015-11-01

Full Text Available Customs control, is regulated by law in different countries. Different countries define through the law, the control of goods.. Main purpose of this paper is to analyze two types of customs controls, and their effect in reducing avoidance of duty or tax evasion which may be caused by the import of goods of certain companies. For this reason we researched which model is implemented in developing countries and what results were reached through questionnaires. In this sense the next research question, consists in defining the moment of customs control pre or post-clearance control of goods.

Mean-Potential Law in Evolutionary Games

Science.gov (United States)

Nałecz-Jawecki, Paweł; Miekisz, Jacek

2018-01-01

The Letter presents a novel way to connect random walks, stochastic differential equations, and evolutionary game theory. We introduce a new concept of a potential function for discrete-space stochastic systems. It is based on a correspondence between one-dimensional stochastic differential equations and random walks, which may be exact not only in the continuous limit but also in finite-state spaces. Our method is useful for computation of fixation probabilities in discrete stochastic dynamical systems with two absorbing states. We apply it to evolutionary games, formulating two simple and intuitive criteria for evolutionary stability of pure Nash equilibria in finite populations. In particular, we show that the 1 /3 law of evolutionary games, introduced by Nowak et al. [Nature, 2004], follows from a more general mean-potential law.

Integration K-Means Clustering Method and Elbow Method For Identification of The Best Customer Profile Cluster

Science.gov (United States)

Syakur, M. A.; Khotimah, B. K.; Rochman, E. M. S.; Satoto, B. D.

2018-04-01

Clustering is a data mining technique used to analyse data that has variations and the number of lots. Clustering was process of grouping data into a cluster, so they contained data that is as similar as possible and different from other cluster objects. SMEs Indonesia has a variety of customers, but SMEs do not have the mapping of these customers so they did not know which customers are loyal or otherwise. Customer mapping is a grouping of customer profiling to facilitate analysis and policy of SMEs in the production of goods, especially batik sales. Researchers will use a combination of K-Means method with elbow to improve efficient and effective k-means performance in processing large amounts of data. K-Means Clustering is a localized optimization method that is sensitive to the selection of the starting position from the midpoint of the cluster. So choosing the starting position from the midpoint of a bad cluster will result in K-Means Clustering algorithm resulting in high errors and poor cluster results. The K-means algorithm has problems in determining the best number of clusters. So Elbow looks for the best number of clusters on the K-means method. Based on the results obtained from the process in determining the best number of clusters with elbow method can produce the same number of clusters K on the amount of different data. The result of determining the best number of clusters with elbow method will be the default for characteristic process based on case study. Measurement of k-means value of k-means has resulted in the best clusters based on SSE values on 500 clusters of batik visitors. The result shows the cluster has a sharp decrease is at K = 3, so K as the cut-off point as the best cluster.

Ohm's law for mean magnetic fields

International Nuclear Information System (INIS)

Boozer, A.H.

1986-05-01

The magnetic fields associated with plasmas frequently exhibit small amplitude MHD fluctuations. It is useful to have equations for the magnetic field averaged over these fluctuations, the so-called mean field equations. Under very general assumptions it is shown that the effect of MHD fluctuations on a force-free plasma can be represented by one parameter in Ohm's law, which is effectively the coefficient of electric current viscosity

Ohm's law for mean magnetic fields

International Nuclear Information System (INIS)

Boozer, A.H.

1986-01-01

The magnetic fields associated with plasmas frequently exhibit small-amplitude MHD fluctuations. It is useful to have equations for the magnetic field averaged over these fluctuations, the so-called mean field equations. Under very general assumptions, it is shown that the effect of MHD fluctuations on a force-free plasma can be represented by one parameter in Ohm's law, which is effectively the coefficient of electric current viscosity. (author)

Mean-field Ohm's law and coaxial helicity injection in force-free plasmas

International Nuclear Information System (INIS)

Weening, R. H.

2011-01-01

A theoretical analysis of steady-state coaxial helicity injection (CHI) in force-free plasmas is presented using a parallel mean-field Ohm's law that includes resistivity η and hyper-resistivity Λ terms. Using Boozer coordinates, a partial differential equation is derived for the time evolution of the mean-field poloidal magnetic flux, or magnetic Hamiltonian function, from the parallel mean-field Ohm's law. A general expression is obtained from the mean-field theory for the efficiency of CHI current drive in force-free plasmas. Inductances of internal energy, magnetic helicity, and poloidal magnetic flux are used to characterize axisymmetric plasma equilibria that have a model current profile. Using the model current profile, a method is suggested to determine the level of magnetohydrodynamic activity at the magnetic axis and the consequent deviation from the completely relaxed Taylor state. The mean-field Ohm's law model suggests that steady-state CHI can be viewed most simply as a boundary layer problem.

Administrative jurisdiction of customs of Ukraine

OpenAIRE

DOROSH M.M.

2012-01-01

The author describes the customs authorities as subjects of administrative jurisdiction, serving a variety of executive power. The customs authorities of Ukraine in nature play an important role in the law enforcement activities of the state. There is a constant struggle against customs violations.

Law Schools Customize Degrees to Students' Taste

Science.gov (United States)

Schmidt, Peter

2009-01-01

Going to law school to get a law degree has become a little like going to an ice-cream parlor for a scoop of vanilla. Plenty of people still do it, but many schools' brochures--like the elaborate flavor-and-topping menus on ice-cream parlor walls--now tempt them with something different, something more. Law students can have their "juris doctor"…

Calculation of the mean force constants of the rare gases and the rectilinear law of mean force

International Nuclear Information System (INIS)

Lee, M.W.; Bigeleisen, J.

1977-01-01

The mean energies, (U), and the mean force constants, (nabla 2 U), have been calculated for liquid argon and liquid krypton using the WCA perturbation theory, and for gaseous argon and krypton along the coexistence line by solution of the PY equation for the radial distribution function. Calculations have been made for the Lennard-Jones, Barker-Henderson, and Maitland-Smith potentials. There is little difference in the values of (U) and (nabla 2 U) calculated for the three potentials. The calculated values are in good agreement with experimental data. Correlation of the calculated values of (nabla 2 U) for the liquid and gas leads to an empirical relationship between (nabla 2 U) and the density of the phase along the coexistence line. When the latter is combined with the law of rectilinear diameters of the density, the rectilinear law of mean force is obtained, which is in good agreement with experimental data on argon. It is shown that the scaling exponent for the mean force constant, (nabla 2 U)/sub l/-(nabla 2 U)/sub g/, is larger than the scaling exponent of the density below the critical temperature and becomes equal to it at the critical temperature. The rationale for the rectilinear law of mean force is provided by an expansion of the radial distribution function of the liquid in powers of the density and the use of the WCA approximation to the radial distribution function

Raising food hygiene standards--could customer power and the new laws hold the key?

Science.gov (United States)

Leach, J C

1996-12-01

In September 1995 new general food hygiene regulations came into force. The new law, quite rightly, requires proprietors of food businesses to focus their thoughts and actions on risks to food safety. Proprietors are required to identify and assess risks and ensure that adequate management procedures are put into place to ensure food safety. This is a welcome move as contributing factors in most cases of food poisoning involve poor food hygiene practices. At the same time there has been a large increase in the amount of advice and guidance to local authority enforcement officers, particularly to assess risks to food safety when considering what action to take in any situation - the lower the risk the less appropriate it is to take legal action. However, there are many conditions found in food premises which present little or no risk to health, such as routine cleanliness in non-high risk areas, but lower standards on these might be viewed by the public as inappropriate for food businesses. With an increasing amount of choice available to customers, proprietors and managers of food businesses need to be more aware than ever of the complex pattern of consumer demands including that of supplying a clean and safe product in its broadest sense. The notion of consumer sovereignty is not a new concept. Combined with the new laws could it hold the key to genuine improved standards in food hygiene? This article reviews the subject and draws attention to a research programme being undertaken at the University of Brighton to identify, compare and contrast factors which the public perceive as important in terms of food hygiene in public eating places with those considered important by professionals with an interest in the subject. The results could bring benefits to the catering industry and customers.

Environmental law and nuclear law: a growing symbiosis

International Nuclear Information System (INIS)

Ennerechts, S.

2008-01-01

This article is divided in two parts. The first part deals with the interrelationship between environmental law and nuclear law. It specifically addresses selective topics which the author considers as substantial proof that environmental law is in evidence in the nuclear field. These topics are access to nuclear information, public participation in nuclear decision-making and prevention and compensation of environmental damage caused by nuclear incidents. Environmental law will be considered in its narrow sense, meaning the law that seeks to protect nature such as soil, water, air and biodiversity. The position of the author is that the importance of environmental law for nuclear activities is increasing and may lead to a growing symbiosis with nuclear law. Environmental law and nuclear law share the same objectives: protection against mitigation of and compensation for damage to the environment. In the second part a specific problem that touches upon the extra-territorial effect of environmental legislation in the nuclear field will be examined. At the beginning of the 21. century, it can be expected that vendors of nuclear facilities will spare no efforts in trying to enter new markets all over the world. Countries with more developed environmental requirements on the construction of nuclear facilities by their national vendors in customer countries. This part of the article will analyse whether public international laws to the construction of nuclear facilities abroad. The author believes that there may well be a legal basis under customary international law justifying the application of national environmental law to the construction of nuclear facilities and the performance of work on nuclear facilities in foreign countries, but there would appear to be none permitting the enforcement of these laws in the absence of an agreement with the foreign country. (N.C.)

Network or non-network? The status of customer installations in the German Energy Economy Law; Netz oder nicht-Netz? Die Stellung von Kundenanlagen im EnWG

Energy Technology Data Exchange (ETDEWEB)

Helmes, Sebastian [Sozietaet SCHOLTKA und PARTNER Rechtsanwaelte, Berlin (Germany)

2013-01-15

It is widespread practice for final consumers to procure their energy supply through the ''private'' installations of third parties, that is, outside the public supply grids. This applies to many industrial sites with their own, historically evolved supply structures but also to airports, office buildings, camping sites and hotels. The regulatory treatment of this category of energy distribution plant is anything but trivial. Until the enactment of the 2011 amendment to the Energy Economy Law (EnWG) these installations were often regarded as object-related networks not amenable to regulation, a position which the European Court of Justice saw as violating European law in some cases. In view of the fact that the successor regulation concerning ''stand-alone distribution networks'' in paragraph 110 EnWG provides little scope for privileges, many today consider the concept of ''customer installation'', which only came under explicit regulation through the 2011 amendment, to be the ideal way to keep these installations clear of regulation. Customer installations do not count as energy distribution plants. One question that yet remains to be defined by law is at what point the regulated grid ends and the customer installation begins. This delimitation is fraught with problems because it touches on many legal concepts requiring interpretation. Another question quite aside from this is whether the legislature might have yet again violated European law through these provisions.

Harmonization of domestic legislation in the field of civil law with the European Union law: Securing of claims by means of fiduciary agreements

Directory of Open Access Journals (Sweden)

Pajtić Bojan

2012-01-01

Full Text Available This paper analyses fiduciary agreements, which, as a form of contract, that is the means of securing obligation and legal claims, are regulated by provisions of specific laws and codifications in some of the European Union countries. Even the Montenegrin legislator enacted a special law governing these legal matters, however in the Serbian law fiduciary agreements fall into the category of innominate contracts. Fiducia originates in the Roman Law and constitutes the first common form of the pledge law. The Latin term fiducia means 'trust', since these legal matters were, first of all, based on the trust between contractual parties. This paper addresses the institution of 'trust' as it is the Anglo-Saxon counterpart of the fiduciary agreement. Etymologically, 'trust' has the same meaning as the term fiducia - trust. Due to their advantages, fiduciary agreements are not even uncommon in the domestic legal practice, while there are certain, as we have already announced, theoretical, but also practical concerns arguing admissibility of this legal matter. These arguments mainly come down to the thesis (mentioned above that entering into the fiduciary agreement results in violation of the ban on performance of contract lex commissoria in the pledge law. Nevertheless, I provided explanation that differences between contracts of pledge and fiduciary agreements clearly point to the conclusion that fiduciary agreements may not be treated as a pledge, hence they are admissible, that is, they are concluded on the principle of contractual freedom as an imperative norm of the Law on Obligations. Fiduciary agreements (in relation to the realistic means of security offer to the creditor a higher level of security, reduce the period of payment of his claims, also providing practical benefits for the debtor himself. The paper presents the reasons supporting the view that it would be advantageous for the Serbian legislator, in the process of harmonization of the

A customer value analysis of Taiwan ice cream market: a means-end chain approach across consumption situations

OpenAIRE

Chen, Yan-Kwang; Tsai, Pei-Shan; Chiu, Fei-Rung

2015-01-01

In the highly competitive market, it is increasingly hard for ice cream stores to develop creative marketing strategies to retain existing customers and attract new ones. This study applies the means?end chain approach to identify the customer value, consequences, and attributes of ice cream and to suggest useful information for ice cream sellers to develop differential marketing strategies across various consumption situations (i.e. on a date, gathering with friends, craving for ice cream). ...

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.

Allometric scaling of population variance with mean body size is predicted from Taylor's law and density-mass allometry.

Science.gov (United States)

Cohen, Joel E; Xu, Meng; Schuster, William S F

2012-09-25

Two widely tested empirical patterns in ecology are combined here to predict how the variation of population density relates to the average body size of organisms. Taylor's law (TL) asserts that the variance of the population density of a set of populations is a power-law function of the mean population density. Density-mass allometry (DMA) asserts that the mean population density of a set of populations is a power-law function of the mean individual body mass. Combined, DMA and TL predict that the variance of the population density is a power-law function of mean individual body mass. We call this relationship "variance-mass allometry" (VMA). We confirmed the theoretically predicted power-law form and the theoretically predicted parameters of VMA, using detailed data on individual oak trees (Quercus spp.) of Black Rock Forest, Cornwall, New York. These results connect the variability of population density to the mean body mass of individuals.

Contesting sharia : state law, decentralization and Minangkabau custom

NARCIS (Netherlands)

Huda, Yasrul

2013-01-01

This book explains how Sharia, commonly called Perda Sharia (Sharia by-law) in Indonesia, was legislated on the provincial, regional and municipal level in West Sumatra. This process began after the government started a decentralization policy in 2000. Although the law of local autonomy prescribes

Western Legal Traditions for »Laying Down Taiwan’s Indigenous Customs in Writing«

Directory of Open Access Journals (Sweden)

Tzung-Mou Wu

2016-01-01

Full Text Available The question of what the law is may preoccupy some legal theorists. Answering it is definitely the legal professionals’ nightmare. Constitutional and statutory requirements now require Taiwan’s officials and lawyers to confront the problem of ascertaining and applying indigenous customs in the exercise of all state powers. Yet, the most widely accepted juridical concept of custom results in a choice between two evils, to wit, breaching either the general duty to uphold law or the concrete obligation to respect indigenous values. So far, efforts have only been made to document the customs, but the documentation thus produced is too ethnographic to be legally useful. The challenge, therefore, is one of translation. Values are to be carried from an indigenous world into the modern one, and the little-known form of custom is to be expressed in the language of the science of law. This paper argues for the translation of indigenous customs with conceptions available in an array of examples from European legal history. This paper explains that, in cases like Taiwan, the solutions known to the English-speaking literature all end in the dilemma I call »modern state centralism« (MSC. The solutions are divided into two types: legal pluralism and Francisco Suárez’s conception of custom. The former defeats itself in that its criticism against the state’s monopoly of law amounts to suggesting that the state tolerate all kinds of non-state normativity. The latter reduces to MSC because recent literature ignores Suárez’s legal historical references and important studies written in German. The rest of the section shows how »non-modern« legal techniques may help. This paper concludes by suggesting that the concept pair of law and custom be dissociated from four others, to wit, written and unwritten law, state and society, law in books and law in action, and, finally, alien and native law.

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...

22 CFR 61.8 - Coordination with United States Customs Service.

Science.gov (United States)

2010-04-01

... 22 Foreign Relations 1 2010-04-01 2010-04-01 false Coordination with United States Customs Service... FREE FLOW OF AUDIO-VISUAL MATERIALS § 61.8 Coordination with United States Customs Service. (a) Nothing in this part shall preclude examination of imported materials pursuant to the Customs laws and...

International law, public health, and the meanings of pharmaceuticalization.

Science.gov (United States)

Cloatre, Emilie; Pickersgill, Martyn

2014-10-02

Recent social science scholarship has employed the term "pharmaceuticalization" in analyses of the production, circulation and use of drugs. In this paper, we seek to open up further discussion of the scope, limits and potential of this as an analytical device through consideration of the role of law and legal processes in directing pharmaceutical flows. To do so, we synthesize a range of empirical and conceptual work concerned with the relationships between access to medicines and intellectual property law. This paper suggests that alongside documenting the expansion or reduction in demand for particular drugs, analysts of pharmaceuticalization attend to the ways in which socio-legal developments change (or not) the identities of drugs, and the means through which they circulate and come to be used by states and citizens. Such scholarship has the potential to more precisely locate the biopolitical processes that shape international agendas and targets, form markets, and produce health.

32 CFR Appendix B to Part 275 - Obtaining Customer Authorization

Science.gov (United States)

2010-07-01

... 32 National Defense 2 2010-07-01 2010-07-01 false Obtaining Customer Authorization B Appendix B to... OF 1978 Pt. 275, App. B Appendix B to Part 275—Obtaining Customer Authorization A. A DoD law... feasible, obtain the customer's consent. B. Any authorization obtained under paragraph A. of this appendix...

Discrimination against customers by retail chain stores and the impact of the law

Directory of Open Access Journals (Sweden)

K Reddy

2014-10-01

Full Text Available Profit and other related objectives of business emphasise the need to distinguish between different customers or groups of customers. The South African Constitution, on the other hand, specifically prohibits unfair discrimination. This paper examines the legal principle of non-discrimination, as set out in the Constitution and the Equality Act, as well as the impact that these provisions have on discrimination against customers. The literature study shows that there is a legal obligation on business to ensure the provision of equitable customer service. An exploratory study was conducted among the customers of retail chain store outlets in Clermont, a historically disadvantaged area, to identify examples of differentiated treatment of customers by retail chain stores. Customer perceptions have in fact shown areas of differentiation which could be viewed as unfair discrimination unless justified

Drug dealers' rational choices on which customers to rip-off.

Science.gov (United States)

Jacques, Scott; Allen, Andrea; Wright, Richard

2014-03-01

Drug dealers are infamous for overcharging customers and handing over less than owed. One reason rip-offs frequently occur is blackmarket participants have limited access to formal means of dispute resolution and, as such, are attractive prey. Yet drug dealers do not cheat every customer. Though this is implicitly understood in the literature, sparse theoretical attention has been given to which customers are ripped-off and why. To address that lacuna, this paper uses the rationality perspective to analyze qualitative data obtained in interviews with 25 unincarcerated drug sellers operating in disadvantaged neighborhoods of St. Louis, Missouri. We find that dealers typically rip-off six types of customers: persons who are strangers, first-time or irregular customers; do not have sufficient money on hand to make a purchase; are uninformed about going market rates; are deemed unlikely to retaliate; are offensive; or are addicted to drugs. Dealers target these groups due to perceiving them as unlikely to be repeat business; not worth the hassle of doing business with; unlikely to realize they are being ripped-off; in the wrong and thus deserving of payback; and, unwilling to retaliate or take their money elsewhere. Our findings are discussed in relation to their practical implications, including the importance of giving blackmarket participants greater access to law, and how customers may prevent being ripped-off. Copyright © 2013 Elsevier B.V. All rights reserved.

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...

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. ...

A means of reviewing the customer-bank relationship

OpenAIRE

A. Omarini

2009-01-01

Il lavoro intende presentare una nuova tendenza nel marketing bancario rappresenta dal concetto di customer experience applicato al mercato finanziario, con particolare riferimento allo sviluppo della multicanalità. Sono inoltre presentati alcuni dati di una ricerca telefonica realizzata nei confronti di un campione di 1000 cliente retail italiani.

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. ...

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

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. ...

A customer value analysis of Taiwan ice cream market: a means-end chain approach across consumption situations.

Science.gov (United States)

Chen, Yan-Kwang; Tsai, Pei-Shan; Chiu, Fei-Rung

2015-01-01

In the highly competitive market, it is increasingly hard for ice cream stores to develop creative marketing strategies to retain existing customers and attract new ones. This study applies the means-end chain approach to identify the customer value, consequences, and attributes of ice cream and to suggest useful information for ice cream sellers to develop differential marketing strategies across various consumption situations (i.e. on a date, gathering with friends, craving for ice cream). This study conducted one-on-one in-depth interviews with participants. The interview content was subsequently analyzed and coded to produce an implication matrix and a hierarchical value map, which was further used to determine customers' value perceptions. The results indicate the terminal values of the highest strength comprised economy, pleasure, and efficiency. Pleasure was emphasized among consumers who were on a date or gathering with friends, whereas satisfaction was emphasized among consumers who craved ice cream. Based on the results, the study also provides suggestions to the industry and future researchers.

On the Convergence and Law of Large Numbers for the Non-Euclidean Lp -Means

Directory of Open Access Journals (Sweden)

George Livadiotis

2017-05-01

Full Text Available This paper describes and proves two important theorems that compose the Law of Large Numbers for the non-Euclidean L p -means, known to be true for the Euclidean L 2 -means: Let the L p -mean estimator, which constitutes the specific functional that estimates the L p -mean of N independent and identically distributed random variables; then, (i the expectation value of the L p -mean estimator equals the mean of the distributions of the random variables; and (ii the limit N → ∞ of the L p -mean estimator also equals the mean of the distributions.

A Cross Industry Comparison of Customer Satisfaction: Do More Alternatives Mean More Satisfaction?

OpenAIRE

Sulaiman Olanrewaju Adebayo; Tosin Tunrayo Olonisakin

2014-01-01

Customer satisfaction and the commitment of a customer to remain with an organisation may not always be as a result of a positive correlation between these two phenomena. Customers may remain with an organisation depending on the alternatives they have of obtaining the same or similar service elsewhere. This study examined customer satisfaction with three service industries in Nigeria that can be considered as oligopolists (banks, GSM and PHCN). Data were generated from a convenience sample o...

Towards Simulation of Custom Industrial Robots

OpenAIRE

Marcu, Cosmin; Robotin, Radu

2008-01-01

In order to create a simulator for custom industrial robots, it is very important to know the forward and inverse kinematics equations of the robot structure, the controller output data and the limitations of the robot mechanical components. In this paper we presented the steps for building a simulation program for a custom industrial robot. The first step was the robot modeling where we obtained the forward and inverse kinematics equations used as motion laws both for the simulated and for t...

Conservation laws arising in the study of forward-forward Mean-Field Games

KAUST Repository

Gomes, Diogo A.; Nurbekyan, Levon; Sedjro, Marc

2017-01-01

We consider forward-forward Mean Field Game (MFG) models that arise in numerical approximations of stationary MFGs. First, we establish a link between these models and a class of hyperbolic conservation laws as well as certain nonlinear wave equations. Second, we investigate existence and long-time behavior of solutions for such models.

Conservation laws arising in the study of forward-forward Mean-Field Games

KAUST Repository

Gomes, Diogo A.

2017-04-24

We consider forward-forward Mean Field Game (MFG) models that arise in numerical approximations of stationary MFGs. First, we establish a link between these models and a class of hyperbolic conservation laws as well as certain nonlinear wave equations. Second, we investigate existence and long-time behavior of solutions for such models.

17 CFR 160.30 - Procedures to safeguard customer records and information.

Science.gov (United States)

2010-04-01

... customer records and information. 160.30 Section 160.30 Commodity and Securities Exchanges COMMODITY FUTURES TRADING COMMISSION PRIVACY OF CONSUMER FINANCIAL INFORMATION Relation to Other Laws; Effective Date § 160.30 Procedures to safeguard customer records and information. Every futures commission...

7 CFR 1260.129 - Customs Service.

Science.gov (United States)

2010-01-01

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

7 CFR 1230.7 - Customs Service.

Science.gov (United States)

2010-01-01

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

Muslim personal law and the meaning of "law" in the South African and Indian constitutions

OpenAIRE

Rautenbach, Christa

1999-01-01

The Muslim population of South Africa follows a practice which may be referred to as Muslim personal law. Although section 15 of the Constitution of the Republic of South Africa 108 of 1996 recognises religious freedom and makes provision for the future recognition of other personal law systems, Muslim personal law is, at this stage, not formally recognised in terms of South African law. Since Muslim personal law receives no constitutional recognition the question may be asked whether the 199...

7 CFR 1207.313 - Customs Service.

Science.gov (United States)

2010-01-01

... 7 Agriculture 10 2010-01-01 2010-01-01 false Customs Service. 1207.313 Section 1207.313... PLAN Potato Research and Promotion Plan Definitions § 1207.313 Customs Service. Customs Service means the United States Customs Service of the United States Department of the Treasury. [56 FR 40229, Aug...

Increasing customer loyalty and customer intimacy by improving the behavior of employees

NARCIS (Netherlands)

Waal, A.A. de; Heijden, B.I.J.M. van der

2016-01-01

- PURPOSE - One of the most important characteristics of high-performance organizations is that these organizations always aim at servicing their customers as best as possible. In practice, this means that the employees of these organizations have to behave toward customers in such a way that these

19 CFR 12.97 - Importations contrary to law.

Science.gov (United States)

2010-04-01

... 19 Customs Duties 1 2010-04-01 2010-04-01 false Importations contrary to law. 12.97 Section 12.97... TREASURY SPECIAL CLASSES OF MERCHANDISE Switchblade Knives § 12.97 Importations contrary to law. Importations of switchblade knives, except as permitted by 15 U.S.C. 1244, are importations contrary to law and...

Scaling of mean inertia and theoretical basis for a log law in turbulent boundary layers

Science.gov (United States)

Philip, Jimmy; Morrill-Winter, Caleb; Klewicki, Joseph

2017-11-01

Log law in the mean streamwise velocity (U) for pipes/channels is well accepted based on the derivation from the mean momentum balance (MMB) equation and support from experimental data. For flat plate turbulent boundary layers (TBLs), however, there is only empirical evidence and a theoretical underpinning of the kind available for pipes/channels in lacking. The main difficultly is the mean inertia (MI) term in the MMB equation, which, unlike in pipes/channels, is not a constant in TBLs. We present results from our paper (JFM `` 2017, Vol 813, pp 594-617), where the MI term for TBL is transformed so as to render it invariant in the outer region, corroborated with high Re (δ+) data from Melbourne Wind Tunnel and New Hampshire Flow Physics Facility. The transformation is possible because the MI term in the TBL has a `shape' which becomes invariant with increasing δ+ and a `magnitude' which is proportional to 1 /δ+ . The transformed equation is then employed to derive a log law for U with κ an order one (von-Karman) constant. We also show that the log law begins at y+ =C1√{δ+} , and the peak location of the Reynolds shear stress, ym+ =C2√{δ+} , where, C1 3.6 and C2 2.17 are from high Re data. Australian Research Council and the US National Science Foundation.

41 CFR 102-75.765 - What does the term “law enforcement” mean?

Science.gov (United States)

2010-07-01

... 41 Public Contracts and Property Management 3 2010-07-01 2010-07-01 false What does the term âlaw enforcementâ mean? 102-75.765 Section 102-75.765 Public Contracts and Property Management Federal Property Management Regulations System (Continued) FEDERAL MANAGEMENT REGULATION REAL PROPERTY 75-REAL PROPERTY DISPOSAL Surplus Real Property Disposal...

Culture, Tradition, Custom, Law and Gender Equality

Directory of Open Access Journals (Sweden)

MJ Maluleke

2012-03-01

Full Text Available In August 2011 Advocate Joyce Maluleke, Director in the Gender Directorate of the South African Department of Justice and Constitutional Development addressed the Annual General Conference of the South African Chapter of the International Association of Women Judges held in Potchefstroom on the dangers of harmful traditional practices such as early and forced marriages, virginity testing, widow's rituals, levirate and sororate unions, female genital mutilation, breast sweeping/ironing, the primogeniture rule, practices such as 'cleansing' after male circumcision, and witch-hunting. Although she considers respect for tradition, culture and customs to be part of the South African identity, she argues that cultural practices should be rooted in respect for human rights, democracy and equality. We publish her paper here as an oratio.

Regular Workflow of the Customs on the Supervision and Control over the Import & Export Goods

Institute of Scientific and Technical Information of China (English)

2009-01-01

@@ Declaration & Management Article 25 of Customs Law prescribes that paper declaration form and electronic declaration form must be adopted in the Customs declaration formalities for the import & export goods.

Efficient Product Customization by Structure Synthesis

OpenAIRE

Maurer, M.;Rupp, T.;Lindemann, U.

2017-01-01

The presented approach describes a new strategy for creating product structures, which are suitable for further customer driven product customization – i.e. the customization can be carried out within less time and for lower costs. The required input data is knowledge on the interconnectivity between product components and knowledge of principal scopes of customization demands (e.g. which components or functions customers would like to individualize, which ones are unknown or hidden). By mean...

10 CFR 905.35 - New customer eligibility.

Science.gov (United States)

2010-01-01

... DEPARTMENT OF ENERGY ENERGY PLANNING AND MANAGEMENT PROGRAM Power Marketing Initiative § 905.35 New customer....32 shall be determined through separate public processes in each project's marketing area. New... law, within the currently established marketing area for a project. (c) Entities that desire to...

The mean first passage time in an energy-diffusion controlled regime with power-law distributions

International Nuclear Information System (INIS)

Zhou, Yanjun; Du, Jiulin

2013-01-01

Based on the mean first passage time (MFPT) theory, we derive an expression of the MFPT in an energy-diffusion controlled regime with a power-law distribution. We discuss the finite barrier effect (i.e. the thermal energy k B T is not small with respect to the potential barrier E b ) and compare it with Kramers’ infinite barrier result both in a power-law distribution and in a Maxwell–Boltzmann distribution. It is shown that the MFPT with a power-law distribution extends Kramers’ low-damping result to a relatively low barrier. We pay attention to the energy-diffusion controlled regime, which is of great interest in the context of Josephson junctions, and study how the power-law parameter κ affects the current distribution function in experiments with Josephson junctions. (paper)

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

Hidden foreign trade and corruption on customers

Directory of Open Access Journals (Sweden)

Богдан Миколайович Головкін

2017-12-01

Full Text Available According to the Association of Chartered Certified Accountants (ACCA, the volume of the "shadow" economy in Ukraine is 1.1 trillion hryvnias or 45.1 % of the gross domestic product. Estimates of the Federation of Employers of Ukraine show that only 50 % of payments to the state budget comes from the clearance of goods, while the rest comprise a corruption component of 40 billion UAH for a year. Much of the large companies move non-declared goods across the state border and do not pay taxes. However, at the official level in Ukraine, it is still not accepted to talk about the servicing of the shadow foreign trade by the customs administration and the collection of corrupt rents from illegal trade in the state. Understanding the essence of the problem gives grounds to assert that the corruption risks in the work of customs are laid down in imperfect customs legislation, high tariff rates of duties and taxes, discrete powers of customs inspectors, the regime of customs procedures in the customs control zone, low level of their automation and physical contact of declarants from customs officers. In the customs case, the main type of corruption is bribery and abuse of influence related to the assistance of illegal and criminal activity in the foreign economic sphere. Subjects of foreign economic activity reduce costs and receive revenues through customs fraud or smuggling. Without corruption, this activity is impossible. On the illegal movement of goods and vehicles, smuggling and counterfeiting through the customs border, a criminal corruption business was created for all bodies and services that carry out various types of state control and law enforcement activities in the customs sphere. The most profitable are corruption schemes related to the illegal import / export of three groups of highly liquid products: tobacco products, counterfeit IT products, petroleum products, cars with foreign registration. For an independent study, illegal

Statutory Law, Patriarchy and Inheritance: Home ownership among ...

African Journals Online (AJOL)

inheritance customs, which in many cases discriminate against women. While one would expect the inheritance statutory law to protect the widow, instead it supports the cultural image ideology that encourages male dominance. The intestate succession law guarantees the widow only the user rights to the matrimonial ...

Effect of customer experience on satisfaction and intentions of hospitality customers

OpenAIRE

Verbauskienė, Lina

2014-01-01

The analysis of the concept of customer experience, the types and peculiarities of customer experience, the concepts of experience and experiential marketing, the meaning and differences between these two concepts, the main aspects and peculiarities of these concepts are presented in the theoretical part of the thesis. This part of the paper also focuses on the explanation of the concept of hospitality and the composition of the sector of hospitality services. The peculiarities of hospitality...

The long-lasting customs (longa consuetudine and the public interests (utilitas publica

Directory of Open Access Journals (Sweden)

Sič Magdolna

2011-01-01

Full Text Available In the process of creating the Roman Empire as well as thereafter during the struggle for its existence, the following question emerges: to which extent should be the acceding nations allowed to practice their deeply embedded customary rules? This question is important also nowadays in times of creation of the European Union and its unified legal system. In terms of the use of customs Rome has been changing its attitude depending on important changes in the society. In times of a rise, during the period of Republic, Rome was deciding on whether it will allow or forbid the acceding nations to continue living by their own customs and religious rules. Later, when the roman citizenship has been given to all inhabitants of the Empire by Caracalla's Edict (in the 212. year, a liberal approach has been taken. In the constitution of Alexander Sever, as well as in the fragments of the classical lawyers one can read about the obligation of the judge to take into account the customs. However, when the Empire got into a serious crisis and barbarian people came onto the roman land, a general boundary has been set towards the use of longlasting customs: these customs could be used, and potentially even have the force of a law, as long as they did not jeopardize the interests of the Empire (utilitas publica. The analyzed rules on the question can the potential future heirs dispose with the future heritage (the goods of a living person - bonis viventis in the classical, post-classical and Justinian's law, points onto the fact that the postclassical cutomary rules, that were not in conflict with the interests of the Empire, contributed even to the changes of the rules of the classical roman law. In the taken example, the classical rule according to which the disposal with future heritage is null and void, is modified under the influence of a German custom in a way that, property division and disposal with the divided property by future heirs was allowed

Customer Experience Management in Retailing

OpenAIRE

Kamaladevi B

2009-01-01

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

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...

Civil law

NARCIS (Netherlands)

Hesselink, M.W.; Gibbons, M.T.

2014-01-01

The concept of civil law has two distinct meanings. that is, disputes between private parties (individuals, corporations), as opposed to other branches of the law, such as administrative law or criminal law, which relate to disputes between individuals and the state. Second, the term civil law is

7 CFR 1212.32 - United States Customs Service.

Science.gov (United States)

2010-01-01

... 7 Agriculture 10 2010-01-01 2010-01-01 false United States Customs Service. 1212.32 Section 1212... § 1212.32 United States Customs Service. “United States Customs Service” or “Customs” means the United States Customs and Border Protection, an agency of the Department of Homeland Security. Honey Packers and...

Import tax compliance: a study of customs agents in Malaysia utilising the theory of planned behaviour

OpenAIRE

Mohamed, Mirza Bin

2016-01-01

Unlike tax accountants and advisors within direct tax, Customs law in many countries requires importers to employ licensed Customs agents. This study extends the tax literature by examining the role of Customs agents in import tax compliance. In Malaysia, as an example of a country where Customs are responsible for about one-third (MYR30 billion on average between 2005 to 2014) of total government revenue collections, the function of Customs agents is to: assist importers in meeting their imp...

On cooperation of customs administrations in the European Union and Serbia

Directory of Open Access Journals (Sweden)

Vranješ Mile

2013-01-01

Full Text Available Cooperation of customs administrations between Member States of the European Union and cooperation of the Customs Administration of the Republic of Serbia with foreign customs administrations, regarding the efficient exchange of information is, most certainly, one of the important conventional measures for suppressing customs evasion and also a significant measure for increasing the efficiency of customs collection. Problems of information exchange regarding customs in the European Union has been regulated with two main instruments: Council Regulation 515/97, on mutual assistance between the administrative authorities of the Member States and cooperation between the latter and the Commission to ensure the correct application of the law on customs and agricultural matters and Council Directive 2010/24/EU concerning mutual assistance for the recovery of claims relating to taxes, duties and other measures. Additionally, the current multi-year program for customs in the European Union (Customs 2013 is contained in the Decision of the European Parliament and Council 624/207. Problems of information exchange regarding customs in the Republic of Serbia are regulated with one main instrument: Agreement on administrative assistance in customs matters of the Republic of Serbia and other countries.

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...

Customer responses to mandatory menu labeling at full-service restaurants.

Science.gov (United States)

Auchincloss, Amy H; Mallya, Giridhar G; Leonberg, Beth L; Ricchezza, Andrew; Glanz, Karen; Schwarz, Donald F

2013-12-01

In 2010, Philadelphia enacted a menu-labeling law requiring full-service restaurant chains to list values for calories, sodium, fat, and carbohydrates for each item on all printed menus. The goal of the study was to determine whether purchase decisions at full-service restaurants varied depending on the presence of labeling. In August 2011, this cross-sectional study collected 648 customer surveys and transaction receipts at seven restaurant outlets of one large full-service restaurant chain. Two outlets had menu labeling (case sites); five outlets did not (control sites). Outcomes included differences in calories and nutrients purchased and customers' reported use of nutrition information when ordering. Data were analyzed in 2012. Mean age was 37 years; 60% were female; 50% were black/African-American and reported incomes ≥$60,000. Customers purchased food with approximately 1600 kcal (food plus beverage, 1800 kcal); 3200 mg sodium; and 35 g saturated fat. After adjustment for confounders, customers at labeled restaurants purchased food with 151 fewer kilocalories (95% CI=-270, -33); 224 mg less sodium (95% CI=-457, +8); and 3.7 g less saturated fat (95% CI=-7.4, -0.1) compared to customers at unlabeled restaurants (or 155 less kilocalories from food plus beverage, 95% CI=-284, -27). Those reporting that nutrition information affected their order purchased 400 fewer food calories, 370 mg less sodium, and 10 g less saturated fat. Mandatory menu labeling was associated with better food choices among a segment of the public dining at full-service restaurants. Consumer education on the availability and use of nutrition information may extend the impact of menu labeling. © 2013 American Journal of Preventive Medicine Published by American Journal of Preventive Medicine All rights reserved.

Should virtual cybercrime be regulated by means of criminal law? A philosophical, legal-economic, pragmatic and constitutional dimension

NARCIS (Netherlands)

Strikwerda, Litska

2014-01-01

This paper will be about the question of whether or not virtual cybercrime should be regulated by means of criminal law. By virtual cybercrime I mean activities such as the stealing of virtual property or the killing of an avatar (a player's virtual representation) within the virtual worlds of

Cluster Analysis of Customer Reviews Extracted from Web Pages

Directory of Open Access Journals (Sweden)

S. Shivashankar

2010-01-01

Full Text Available As e-commerce is gaining popularity day by day, the web has become an excellent source for gathering customer reviews / opinions by the market researchers. The number of customer reviews that a product receives is growing at very fast rate (It could be in hundreds or thousands. Customer reviews posted on the websites vary greatly in quality. The potential customer has to read necessarily all the reviews irrespective of their quality to make a decision on whether to purchase the product or not. In this paper, we make an attempt to assess are view based on its quality, to help the customer make a proper buying decision. The quality of customer review is assessed as most significant, more significant, significant and insignificant.A novel and effective web mining technique is proposed for assessing a customer review of a particular product based on the feature clustering techniques, namely, k-means method and fuzzy c-means method. This is performed in three steps : (1Identify review regions and extract reviews from it, (2 Extract and cluster the features of reviews by a clustering technique and then assign weights to the features belonging to each of the clusters (groups and (3 Assess the review by considering the feature weights and group belongingness. The k-means and fuzzy c-means clustering techniques are implemented and tested on customer reviews extracted from web pages. Performance of these techniques are analyzed.

Pareto law of the expenditure of a person in convenience stores

Science.gov (United States)

Mizuno, Takayuki; Toriyama, Masahiro; Terano, Takao; Takayasu, Misako

2008-06-01

We study the statistical laws of the expenditure of a person in convenience stores by analyzing around 100 million receipts. The density function of expenditure exhibits a fat tail that follows a power law. Using the Lorenz curve, the Gini coefficient is estimated to be 0.70; this implies that loyal customers contribute significantly to a store’s sales. We observe the Pareto principle where both the top 25% and 2% of the customers account for 80% and 25% of the store’s sales, respectively.

Importance of the awareness, training exchange of information and co-operation between regulatory authorities and customs, police and other law enforcement agencies

International Nuclear Information System (INIS)

Shakshooki, S.K.; Al-Ahaimer, R.O.

1998-01-01

Fast developments in science and technology are a great accomplishment in this century. These facilities have been utilized by criminals and deviants by identified way. Industrial developed countries have their own means to improve and to modify technology and scientific facilities to cope up with any new existing problems, such as the problem of illegal trading of nuclear materials. Facilities for exchange of information among industrial countries also play an important role to prevent any dangerous phenomena may exist. In contrast most developing countries lack the means of up-to-date follow up quick and continuous scientific and technological developments. However they have qualified personnel to follow up quickly and to prevent drug and narcotics smuggling. Recently we have heard about a dangerous phenomena, the illegal trading of nuclear materials, which derive attention internationally. The developed countries can cope easily with it. However, in developing countries, their lack of up to date facilities can cause a grate damage to their nations. Libyan Arab Jamahiriya is always willing to co-operate internationally to prevent any new dangerous phenomena. We think it is a time for conformation on international official agreement regarding this phenomena. Exchange of information between different countries through an international agency is important for prohibiting the illegal nuclear materials trading. Also to help in creation of a temporally scientific committee to provide different countries of the world the available information in this area and to co-operate specially with police, custom and law enforcement agencies of each nation providing an international legislation for dealing with such phenomena is a priority. Assistance for the arrangement of training through IAEA is of great importance. (author)

Customer/User Workshops in Product development

DEFF Research Database (Denmark)

Brandt, Eva; Binder, Thomas

1997-01-01

In a recent product development project, we have taken part in establishing and organising a series of workshops with a group of customers/users of a future product line through out the development project. The workshops is a kind of informal meetingplace for engineering, marketing, customers...... and discuss experiences with this kind of collaborative fora. We have tried to demonstrate that having an on-going dialogue with users/customers also during detailed design in not only a means to keep 'the voive of the customer alive'. We have found that the workshops have an important impact on securing...

48 CFR 1812.7000 - Prohibition on guaranteed customer bases for new commercial space hardware or services.

Science.gov (United States)

2010-10-01

... customer bases for new commercial space hardware or services. 1812.7000 Section 1812.7000 Federal... PLANNING ACQUISITION OF COMMERCIAL ITEMS Commercial Space Hardware or Services 1812.7000 Prohibition on guaranteed customer bases for new commercial space hardware or services. Public Law 102-139, title III...

Custom: The Development and Use of a Legal Concept in the Middle Ages

DEFF Research Database (Denmark)

This volume, the fifth in the series, contains the proceedings from the conference Custom. The Development and Use of a Legal Concept in the Middle Ages held at the Law School at the University of Aarhus in May 2008. The volume covers topics from local case studies and studies of learned law...... to broader reflections on the development and use of the legal concept consuetudo and its connection with other sources of law, with the balance between local and regional power structures, and secular and ecclesiastical societies in medieval Europe. Combining the approaches of several historical disciplines...... - political, social, intellectual, and legal -international eminent scholars offer their views on central aspects of the function of legal customs and of the development of one of the most debated concepts in legal historiography of the last century. Students and scholars of European legal history and legal...

Application of clustering for customer segmentation in private banking

Science.gov (United States)

Yang, Xuan; Chen, Jin; Hao, Pengpeng; Wang, Yanbo J.

2015-07-01

With fierce competition in banking industry, more and more banks have realised that accurate customer segmentation is of fundamental importance, especially for the identification of those high-value customers. In order to solve this problem, we collected real data about private banking customers of a commercial bank in China, conducted empirical analysis by applying K-means clustering technique. When determine the K value, we propose a mechanism that meet both academic requirements and practical needs. Through K-means clustering, we successfully segmented the customers into three categories, and features of each group have been illustrated in details.

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.

LEGAL PROTECTION FOR CUSTOMER SEGREGATED ACCOUNT OWNER FROM LOSS DUE TO THE BANKCRUPTY OF FUTURES BROKERAGE FIRM

Directory of Open Access Journals (Sweden)

Yessy Meryantika Sari

2016-05-01

Full Text Available Commodity futures trading is a business activity that is complex and involves many parties including Client Segregated Account and Brokerage Company. This business promises huge benefits but ba-lanced with a high risk of loss. Therefore, a potential event of bankruptcy. Customer as the owner of the funds which mandated funds to the brokerage company to be managed for purposes of the transaction, should get legal protection from potential losses due to bankruptcy of futures brokerage firm. The spirit of the law in protection for customers is reflected in the preamble of le-gal norms futures trading as further elaborated in the general legal provisions stipulated in the Fu-tures Trading Act. Keywords : Legal Protection, Customer Segregated Account Owner, Broker, Bankruptcy Law

12 CFR 332.5 - Annual privacy notice to customers required.

Science.gov (United States)

2010-01-01

... annually during the continuation of the customer relationship. Annually means at least once in any period... annual notice to that customer by December 31 of year 2. (b)(1) Termination of customer relationship. You... customer concerning that relationship or you sell the credit card receivables without retaining servicing...

12 CFR 216.5 - Annual privacy notice to customers required.

Science.gov (United States)

2010-01-01

... annually during the continuation of the customer relationship. Annually means at least once in any period... annual notice to that customer by December 31 of year 2. (b)(1) Termination of customer relationship. You... customer concerning that relationship or you sell the credit card receivables without retaining servicing...

12 CFR 40.5 - Annual privacy notice to customers required.

Science.gov (United States)

2010-01-01

... customer relationship. Annually means at least once in any period of 12 consecutive months during which... that customer by December 31 of year 2. (b)(1) Termination of customer relationship. A bank is not... the customer concerning that relationship or the bank sells the credit card receivables without...

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.

16 CFR 313.5 - Annual privacy notice to customers required.

Science.gov (United States)

2010-01-01

... continuation of the customer relationship. Annually means at least once in any period of 12 consecutive months... customer by December 31 of year 2. (b)(1) Termination of customer relationship. You are not required to... any statements or notices to the customer concerning that relationship; (iv) In the case of mortgage...

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...

[The contribution of jurisprudential comparative law to the drawing up of an international custom in life sciences: the example of the status of the embryo].

Science.gov (United States)

Sprumont, Dominique; Roduit, Guillaume; Hertig Pea, Agnès

2006-01-01

While medicine has made remarkable progress over the last decades, its development has also raised numerous ethical and legal issues. In this context, the question arises as to what framework is needed for research, organ transplants, and medically assisted reproduction. A balance has to be found between scientific freedom, the imperatives of public health and the protection of people ' welfare, rights and human dignity. Those questions have led to the adoption of multiple national laws as well as ethical and legal norms at the international level. The judiciary is also often involved in settling legal issues raised in this context, long before the legislature manages to provide a legislative or regulatory framework. In this analysis of the role of the judges in bioethics, the present paper aims at offering a comparative view of case law in different countries (France, Germany, Switzerland and the United Kingdom) concerning the status of the embryo. In life sciences, the status of the embryo is at the heart of the debate as it determines the very notion of human life. The hypothesis suggested by the organisers of the workshop fbr which this paper has been prepared was that a custom was emerging from national cases related to this question. Our analysis concerning the status of the embryo does not confirm this hypothesis. On the contrary, courts are reluctant to take the place of the legislature in dealing with this delicate issue. Even when judges take novel positions on the protection of the embryo, we can notice a wide range of judicial solutions that raise a serious doubt about the actual existence of an international custom that could be binding in the various legal orders.

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...

Moral Responsibility and Legal Liability, or, Ethics Drives the Law

Science.gov (United States)

McGowan, Richard J.; Buttrick, Hilary G.

2015-01-01

As William Shaw's (2008) textbook states, by way of observation, "To a significant extent, law codifies a society's customs, ideals, norms, and moral values" (pp. 10-11). Shaw adds that "changes in the law tend to reflect changes in what a society takes to be right and wrong…" (p. 11). We think Shaw is correct, and we work to…

Electricity market in Croatia according to the new energy laws

International Nuclear Information System (INIS)

Prelec, L.; Tomasic-Skevin, S.; Blagajac, S.; Dokmanovic, B.

2005-01-01

This paper presents laws and regulations related to the electricity market, with emphasis on changes introduced after the package of energy laws had been adopted in 2001. The paper gives an overview of by-laws, which are about to enter into force or are in final preparation stage, creating conditions for eligible customers to change supplier and freely negotiate electricity price. The paper also presents electricity market model in Croatia as well as procedure of supplier change. (author)

Discrete-time retrial queue with Bernoulli vacation, preemptive resume and feedback customers

Directory of Open Access Journals (Sweden)

Peishu Chen

2015-09-01

Full Text Available Purpose: We consider a discrete-time Geo/G/1 retrial queue where the retrial time follows a general distribution, the server subject to Bernoulli vacation policy and the customer has preemptive resume priority, Bernoulli feedback strategy. The main purpose of this paper is to derive the generating functions of the stationary distribution of the system state, the orbit size and some important performance measures. Design/methodology: Using probability generating function technique, some valuable and interesting performance measures of the system are obtained. We also investigate two stochastic decomposition laws and present some numerical results. Findings: We obtain the probability generating functions of the system state distribution as well as those of the orbit size and the system size distributions. We also obtain some analytical expressions for various performance measures such as idle and busy probabilities, mean orbit and system sizes. Originality/value: The analysis of discrete-time retrial queues with Bernoulli vacation, preemptive resume and feedback customers is interesting and to the best of our knowledge, no other scientific journal paper has dealt with this question. This fact gives the reason why efforts should be taken to plug this gap.

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

Housing management and the creation of customer value

NARCIS (Netherlands)

Dogge, P.J.C.; Smeets, J.J.A.M.

2004-01-01

Creating customer value is the greatest challenge facing profit and non- profit landlords nowadays. By offering valuable products landlords can distinguish themselves from competitors in the housing market. In marketing literature two meanings exist for the phrase "customer value": value of a

Business marketing: understand what customers value.

Science.gov (United States)

Anderson, J C; Narus, J A

1998-01-01

How do you define the value of your market offering? Can you measure it? Few suppliers in business markets are able to answer those questions, and yet the ability to pinpoint the value of a product or service for one's customers has never been more important. By creating and using what the authors call customer value models, suppliers are able to figure out exactly what their offerings are worth to customers. Field value assessments--the most commonly used method for building customer value models--call for suppliers to gather data about their customers firsthand whenever possible. Through these assessments, a supplier can build a value model for an individual customer or for a market segment, drawing on data gathered form several customers in that segment. Suppliers can use customer value models to create competitive advantage in several ways. First, they can capitalize on the inevitable variation in customers' requirements by providing flexible market offerings. Second, they can use value models to demonstrate how a new product or service they are offering will provide greater value. Third, they can use their knowledge of how their market offerings specifically deliver value to craft persuasive value propositions. And fourth, they can use value models to provide evidence to customers of their accomplishments. Doing business based on value delivered gives companies the means to get an equitable return for their efforts. Once suppliers truly understand value, they will be able to realize the benefits of measuring and monitoring it for their customers.

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 ...

19 CFR 146.70 - Transfer of zone-restricted merchandise into Customs territory.

Science.gov (United States)

2010-04-01

... transportation and exportation, for warehousing pending exportation, for destruction (except destruction of distilled spirits, wines and fermented malt liquors), for transfer from one zone to another, or for delivery..., for immediate transportation without appraisement, or under any other provision of the Customs laws...

An Empirical Analysis to Design Enhanced Customer Lifetime Value Based on Customer Loyalty: Evidences from Iranian Banking Sector

Directory of Open Access Journals (Sweden)

Mohammad Safari Kahreh

2012-07-01

Full Text Available The more a marketing paradigm evolves, the more long-term relationship with customers gains its importance. Also, the move towards a customer-centred approach to marketing, coupled with the increasing availability of customer transaction data, has led to an interest in understanding and estimating customer lifetime value (CLV. There are several researches about the CLV formulas and calculating relations. But the effect of the CLV on the other departments of the organization and especially the effect of the CLV on the key parameters for organization’s profitability such as customer loyalty and satisfaction had little attention. This research is about these shortcomings and covers another essential element for organizational sustainable profitability, customer loyalty. The main purpose of this research is to demonstrate the effect of customer loyalty on the customer lifetime value. For this purpose one of the biggest parts of service sector in Iran is selected and the data from this sector are gathered and analyzed. Banking sector is the biggest body of Iranian service sector of economy. By means of a valid questionnaire, data were gathered from banking sector and after analyzing the hypotheses, results show that the high customer loyalty strongly affects on the enhanced customer lifetime value. In the final section of this paper, both applied and theoretical recommendations will be provided.

Kajian Data Mining Customer Relationship Management pada Lembaga Keuangan Mikro

Directory of Open Access Journals (Sweden)

Tikaridha Hardiani

2016-01-01

Full Text Available Companies are required to be ready to face the competition will be intense with other companies, including micro-finance institutions. Faced more intense competition, has led to many businesses in microfinance institutions find profitable strategy to distinguish from the others. Strategy that can be applied is implementing Customer Relationship Management (CRM and data mining. Data mining can be used to microfinance institutions that have a large enough data. Determine the potential customers with customer segmentation can help the decision-making marketing strategy that will be implemented . This paper discusses several data mining techniques that can be used for customer segmentation. Proposed method of data mining technique is fuzzy clustering with fuzzy C-Means algorithm and fuzzy RFM. Keywords : Customer relationship management; Data mining; Fuzzy clustering; Micro-finance institutions; Fuzzy C-Means; Fuzzy RFM

A study on developing customized bolus using 3D prints

International Nuclear Information System (INIS)

Jung, Sang Min; Yang, Jin Ho; Lee, Seung Hyun; Kim, Jin Uk; Yeom, Du Seok

2015-01-01

3D Printers are used to create three-dimensional models based on blueprints. Based on this characteristic, it is feasible to develop a bolus that can minimize the air gap between skin and bolus in radiotherapy. This study aims to compare and analyze air gap and target dose at the branded 1 cm bolus with the developed customized bolus using 3D printers. RANDO phantom with a protruded tumor was used to procure images using CT simulator. CT DICOM file was transferred into the STL file, equivalent to 3D printers. Using this, customized bolus molding box (maintaining the 1 cm width) was created by processing 3D printers, and paraffin was melted to develop the customized bolus. The air gap of customized bolus and the branded 1 cm bolus was checked, and the differences in air gap was used to compare D max , D min , D mean , D 95% and V 95% in treatment plan through Eclipse. Customized bolus production period took about 3 days. The total volume of air gap was average 3.9 cm 3 at the customized bolus. And it was average 29.6cm 3 at the branded 1 cm bolus. The customized bolus developed by the 3D printer was more useful in minimizing the air gap than the branded 1 cm bolus. In the 6 MV photon, at the customized bolus, D max , D min , D mean , D 95% , V 95% of GTV were 102.8%, 88.1%, 99.1%, 95.0%, 94.4% and the D max , D min , D mean , D 95% , V 95% of branded 1 cm bolus were 101.4%, 92.0%, 98.2%, 95.2%, 95.7%, respectively. In the proton, at the customized bolus, D max , D min , D mean , D 95% , V 95% of GTV were 104.1%, 84.0%, 101.2%, 95.1%, 99.8% and the D max , D min , D mean , D 95% , V 95% of branded 1cm bolus were 104.8%, 87.9%, 101.5%, 94.9%, 99.9%, respectively. Thus, in treatment plan, there was no significant difference between the customized bolus and 1 cm bolus. However, the normal tissue nearby the GTV showed relatively lower radiation dose. The customized bolus developed by 3D printers was effective in minimizing the air gap, especially when it is used against

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

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

12 CFR 573.5 - Annual privacy notice to customers required.

Science.gov (United States)

2010-01-01

... customer relationship. Annually means at least once in any period of 12 consecutive months during which.... (b)(1) Termination of customer relationship. You are not required to provide an annual notice to a... provide any statements or notices to the customer concerning that relationship or you sell the credit card...

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...

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...

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

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

Customer churn prediction using a hybrid method and censored data

Directory of Open Access Journals (Sweden)

Reza Tavakkoli-Moghaddam

2013-05-01

Full Text Available Customers are believed to be the main part of any organization’s assets and customer retention as well as customer churn management are important responsibilities of organizations. In today’s competitive environment, organization must do their best to retain their existing customers since attracting new customers cost significantly more than taking care of existing ones. In this paper, we present a hybrid method based on neural network and Cox regression analysis where neural network is used for outlier data and Cox regression method is implemented for prediction of future events. The proposed model of this paper has been implemented on some data and the results are compared based on five criteria including prediction accuracy, errors’ type I and II, root mean square error and mean absolute deviation. The preliminary results indicate that the proposed model of this paper performs better than alternative methods.

Lindy's Law

Science.gov (United States)

Eliazar, Iddo

2017-11-01

Aging means that as things grow old their remaining expected lifetimes lessen. Either faster or slower, most of the things we encounter in our everyday lives age with time. However, there are things that do quite the opposite - they anti-age: as they grow old their remaining expected lifetimes increase rather than decrease. A quantitative formulation of anti-aging is given by the so-called ;Lindy's Law;. In this paper we explore Lindy's Law and its connections to Pareto's Law, to Zipf's Law, and to socioeconomic inequality.

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...

The green electricity market model. Proposal for an optional, cost-neutral direct marketing model for supplying electricity customers

International Nuclear Information System (INIS)

Heinemann, Ronald

2014-01-01

One of the main goals of the Renewable Energy Law (EEG) is the market integration of renewable energy resources. For this purpose it has introduced compulsory direct marketing on the basis of a moving market premium. At the same time the green electricity privilege, a regulation which made it possible for customers to be supplied with electricity from EEG plants, has been abolished without substitution with effect from 1 August 2014. This means that, aside from other direct marketing channels, which will not be economically viable save for in a few exceptional cases, it will no longer be possible in future to sell electricity from EEG plants to electricity customers under the designation ''electricity from renewable energy''. The reason for this is that electricity sold under the market premium model can no longer justifiably be said to originate from renewable energy. As a consequence, almost all green electricity products sold in Germany carry a foreign green electricity certificate.

The World Customs Organization (WCO)'s partnership concept

International Nuclear Information System (INIS)

Saka, E.

2001-01-01

Full text: Illicit trafficking in nuclear and other radioactive materials is recognized as a new enforcement phenomenon, and international and national reactions to this problem are being questioned despite the number of seizures made by law enforcement agencies. In general terms, law enforcement actions to prevent and detect illicit trafficking of these materials always start with information or intelligence received and become an integral part of the national or international efforts to bring these illicitly trafficked materials under the requisite control. However, these efforts clearly require a comprehensive and co-ordinated national plan and the inclusion of Customs services as a national, governmental border control agency to stop illegal activity before or as goods leave the country. These efforts also require each relevant national institution to develop its own-action plan in compliance with the national action plan and to review it on a permanent basis. The followings are considered key elements of such a plan, legal basis and power, co- ordination, technical and training support, deployment of detection equipment, information and intelligence collection and sharing, risk assessment and profiling studies. For the Customs community, the challenge is not limited to the prevention and detection of these materials. It has been noted that the international movements of contaminated scrap and other materials also have to be stopped at national borders. In addition, the need for safety measures for Customs inspectors and the lack of internationally accepted investigation standards, even between neighbouring countries, is increasing the scale of the problem. The Customs community is tasked with facilitating legitimate trade and protecting society and the environment. This requires administrations to achieve a balance between these two global duties, while not interfering with the international flow of passengers, vehicles and cargo. Within the law enforcement

A study on developing customized bolus using 3D prints

Energy Technology Data Exchange (ETDEWEB)

Jung, Sang Min; Yang, Jin Ho; Lee, Seung Hyun; Kim, Jin Uk; Yeom, Du Seok [Dept. of Proton Therapy Center, National Cancer Center, Ilsan (Korea, Republic of)

2015-06-15

3D Printers are used to create three-dimensional models based on blueprints. Based on this characteristic, it is feasible to develop a bolus that can minimize the air gap between skin and bolus in radiotherapy. This study aims to compare and analyze air gap and target dose at the branded 1 cm bolus with the developed customized bolus using 3D printers. RANDO phantom with a protruded tumor was used to procure images using CT simulator. CT DICOM file was transferred into the STL file, equivalent to 3D printers. Using this, customized bolus molding box (maintaining the 1 cm width) was created by processing 3D printers, and paraffin was melted to develop the customized bolus. The air gap of customized bolus and the branded 1 cm bolus was checked, and the differences in air gap was used to compare D{sub max}, D{sub min}, D{sub mean}, D{sub 95%} and V{sub 95%} in treatment plan through Eclipse. Customized bolus production period took about 3 days. The total volume of air gap was average 3.9 cm{sup 3} at the customized bolus. And it was average 29.6cm{sup 3} at the branded 1 cm bolus. The customized bolus developed by the 3D printer was more useful in minimizing the air gap than the branded 1 cm bolus. In the 6 MV photon, at the customized bolus, D{sub max}, D{sub min}, D{sub mean}, D{sub 95%}, V{sub 95%} of GTV were 102.8%, 88.1%, 99.1%, 95.0%, 94.4% and the D{sub max}, D{sub min}, D{sub mean}, D{sub 95%}, V{sub 95%} of branded 1 cm bolus were 101.4%, 92.0%, 98.2%, 95.2%, 95.7%, respectively. In the proton, at the customized bolus, D{sub max}, D{sub min}, D{sub mean}, D{sub 95%}, V{sub 95%} of GTV were 104.1%, 84.0%, 101.2%, 95.1%, 99.8% and the D{sub max}, D{sub min}, D{sub mean}, D{sub 95%}, V{sub 95%} of branded 1cm bolus were 104.8%, 87.9%, 101.5%, 94.9%, 99.9%, respectively. Thus, in treatment plan, there was no significant difference between the customized bolus and 1 cm bolus. However, the normal tissue nearby the GTV showed relatively lower radiation dose. The

The law enforcement agencies in Turkey

International Nuclear Information System (INIS)

Aygun, A.

2001-01-01

Full text: In Turkey, the law enforcement agencies are gathered into two main authorities. These are as below. 1. Under the Ministry of Interior: General Commander of Gendarmarie; General Directorate of National Police; General Commandery of Coast Guard; 2. Within the Undersecretariat of Customs there are two main service units to combat smuggling. These are: General Directorate of Customs Enforcement (GDCE) and General Directorate of Customs. The responsible areas of these administrations are legally as below: The region of Gendarmarie: It covers rural areas. In that region, Gendarmarie is responsible, inter alia, combating smuggling; The region of police: General Directorate of National Police has performed its tasks, one of which is to combat smuggling in the city areas; The region of Territorial Waters: Coast Guard is related authority in territorial water for, among other things, fighting smuggling. The region of Customs: General Directorate of Customs Enforcement fulfills in these regions as the authority and responsible law enforcement agent. The main difference between GDCE and other law enforcement agencies are: GDCE is the only Administration whose main aim is to struggle against smuggling; Generally, all units conduct their operations in their responsible region, however, if it is necessary, depending on the case, an operation can be performed jointly only in another region in cooperation with the relevant agent. In that context, as far as General Directorate of Customs Enforcement is concerned, fulfilling an operation in other regions is not a legal necessity. Any units of GDCE can seize and do operation all over Turkey by itself, without any regional limitations from legislation. Organizational Structure of the Customs Administration in Turkey - The principle functions of the General Directorate of Customs are: implementation of customs policies, collection of customs taxes, inspection of passengers and goods, also, investigation of smuggling

The French nuclear law

International Nuclear Information System (INIS)

Ito, Hiroshi

2013-01-01

The nuclear law had been out of the environmental law. The act on the transparency and the security of the nuclear matter was enacted in 2006 and set in the code of the environment in 2012. It means that the nuclear law is part of the environmental law and that it is advanced. I will report the French nuclear law. (author)

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? .

The Development of Customary International Law by International Organizations

DEFF Research Database (Denmark)

Odermatt, Jed

2017-01-01

In his Fourth Report on the Identification of Customary International Law (2016), Special Rapporteur Michael Wood confirmed that ‘[i]n certain cases, the practice of international organizations also contributes to the expression, or creation, of rules of customary international law.......’ That the practice of international organizations can be relevant when identifying customary international law is relatively uncontroversial. The practice of states within international organizations such as the UN General Assembly, for example, may contribute to the development of custom. Yet, there is little...... discussion about whether and how the practice of international organizations as such may contribute to the development of customary international law. This contribution discusses the organization that is the most capable of contributing to the development of customary international law in its own right...

Determination of the Real Loss of Power for a Condensing and a Backpressure Turbine by Means of Second Law Analysis

Directory of Open Access Journals (Sweden)

Henrik Holmberg

2009-10-01

Full Text Available All real processes generate entropy and the power/exergy loss is usually determined by means of the Gouy-Stodola law. If the system only exchanges heat at the environmental temperature, the Gouy-Stodola law gives the correct loss of power. However, most industrial processes exchange heat at higher or lower temperatures than the actual environmental temperature. When calculating the real loss of power in these cases, the Gouy-Stodola law does not give the correct loss if the actual environmental temperature is used. The first aim of this paper is to show through simple steam turbine examples that the previous statement is true. The second aim of the paper is to define the effective temperature to calculate the real power loss of the system with the Gouy-Stodola law, and to apply it to turbine examples. Example calculations also show that the correct power loss can be defined if the effective temperature is used instead of the real environmental temperature.

STRENGTHENING THE SUSTAINABILITY OF PUBLIC FINANCES BY MEANS OF FINANCIAL LAW FOCUSED ON THE CONTROL AND AUDIT EXERCISE

Directory of Open Access Journals (Sweden)

Ionel BOSTAN

2016-02-01

Full Text Available The activity to prevent embrittlement sustainability of public finances should manifest itself permanently, regardless of economic circumstances - national or European. This, more so as it was set by the Stability and Growth Pact (SGP, which introduces new rules on fiscal policy. Regulations and exercise adequate of financial control and public audit are intended to give certain guarantees on landing approach this topic (most on enhancing sustainability of public finances. Therefore, our approach aims to reveal some aspects of fiscal consolidation by means of financial law focused on exercise fiscal control and public audit. Our references aim the current regulatory of this important organization and functioning rule of law activities and results reported.

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.

Constitutional Law and International Law at the Turn of the Century ...

African Journals Online (AJOL)

Administrator

Prof Dr Jochen Abr. Frowein, Director of the Max-Planck-Institute for Comparative Public. Law and ... To consider how Constitutional Law or International Law were understood in 1900 means to notice the immense .... In the relationship between the political organs of a state the role of the Constitutional Court should be seen ...

Energy law in Slovenia

International Nuclear Information System (INIS)

Sencar, M.

1999-01-01

The paper presents the new Slovenian Energy Law, which will strongly influence the functioning and development of the energy sector. This Law establishes the conditions for a safe and secure energy supply to customers, while introducing the electricity and gas markets on the basis of transparency and non-discrimination. It offers a legal basis for the support of qualified production of electricity, efficient use of energy and economical use of renewable sources. Market rules and form of access are correspondent with the EU directives and so are the mechanisms for limited protection of indigenous fuels and aid to stranded investments. An independent regulatory agency is instituted to control prices and access to networks. This all will have a significant impact on future investments in the sector and will shape its restructuring process. (author)

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...

31 CFR 103.123 - Customer identification programs for futures commission merchants and introducing brokers.

Science.gov (United States)

2010-07-01

... TRANSACTIONS Anti-Money Laundering Programs Anti-Money Laundering Programs § 103.123 Customer identification... each futures commission merchant's and introducing broker's anti-money laundering compliance program... money laundering activities, Federal law requires all financial institutions to obtain, verify, and...

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…

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)

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.

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

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.

Attitudes about regulation among direct-to-consumer genetic testing customers.

Science.gov (United States)

Bollinger, Juli Murphy; Green, Robert C; Kaufman, David

2013-05-01

The first regulatory rulings by the U.S. Food and Drug Administration on direct-to-consumer (DTC) genetic testing services are expected soon. As the process of regulating these and other genetic tests moves ahead, it is important to understand the preferences of DTC genetic testing customers about the regulation of these products. An online survey of customers of three DTC genetic testing companies was conducted 2-8 months after they had received their results. Participants were asked about the importance of regulating the companies selling DTC genetic tests. Most of the 1,046 respondents responded that it would be important to have a nongovernmental (84%) or governmental agency (73%) monitor DTC companies' claims to ensure the consistency with scientific evidence. However, 66% also felt that it was important that DTC tests be available without governmental oversight. Nearly, all customers favored a policy to ensure that insurers and law enforcement officials could not access their information. Although many DTC customers want access to genetic testing services without restrictions imposed by the government regulation, most also favor an organization operating alongside DTC companies that will ensure that the claims made by the companies are consistent with sound scientific evidence. This seeming contradiction may indicate that DTC customers want to ensure that they have unfettered access to high-quality information. Additionally, policies to help ensure privacy of data would be welcomed by customers, despite relatively high confidence in the companies.

A Rough Set Approach for Customer Segmentation

Directory of Open Access Journals (Sweden)

Prabha Dhandayudam

2014-04-01

Full Text Available Customer segmentation is a process that divides a business's total customers into groups according to their diversity of purchasing behavior and characteristics. The data mining clustering technique can be used to accomplish this customer segmentation. This technique clusters the customers in such a way that the customers in one group behave similarly when compared to the customers in other groups. The customer related data are categorical in nature. However, the clustering algorithms for categorical data are few and are unable to handle uncertainty. Rough set theory (RST is a mathematical approach that handles uncertainty and is capable of discovering knowledge from a database. This paper proposes a new clustering technique called MADO (Minimum Average Dissimilarity between Objects for categorical data based on elements of RST. The proposed algorithm is compared with other RST based clustering algorithms, such as MMR (Min-Min Roughness, MMeR (Min Mean Roughness, SDR (Standard Deviation Roughness, SSDR (Standard deviation of Standard Deviation Roughness, and MADE (Maximal Attributes DEpendency. The results show that for the real customer data considered, the MADO algorithm achieves clusters with higher cohesion, lower coupling, and less computational complexity when compared to the above mentioned algorithms. The proposed algorithm has also been tested on a synthetic data set to prove that it is also suitable for high dimensional data.

27 CFR 70.601 - Meaning of terms.

Science.gov (United States)

2010-04-01

... otherwise within the scope of the term defined. Alcoholic liquors or liquors. Distilled spirits, wines, and... claim under this subpart. Commissioner of Customs. The Commissioner of Customs, U.S. Customs Service... paid or determined on spirits. (2) With respect to wines, “tax” means the internal revenue tax that is...

The main new driver of customer experience in Grocery retail - the Fresh opportunity

Directory of Open Access Journals (Sweden)

ISMANĂ -ILISAN Camelia -Maria

2018-01-01

Full Text Available The main challenge of a modern retailer is how to delight customers in fresh products without risking profitability. To compete effectively, businesses must focus on the customer's shopping experience. To manage a customer's experience, retailers should understand what “customer experience” actually means. Customer experience includes every point of contact at which the customer interacts with the business, product, or service. Customer experience management represents a business strategy designed to manage the customer experience. This paper presents the results of a marketing research study conducted for reviewing perception versus reality of customer experience delivery in fresh products and product availability.

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

THE CONSUMER’S RIGHT OF WITHDRAWAL FROM CONTRACTS CONCLUDED BY ELECTRONIC MEANS IN ROMANIAN LAW

Directory of Open Access Journals (Sweden)

MIHAELA GIURANIUC (TUDORACHE

2011-04-01

Full Text Available The purpose of this paper is to analyse the legislation, doctrinal opinions and relevant case law regarding the consumer's right of withdrawal from contracts concluded by electronic means (e-contracts.The objectives pursued by the author are:- establishing the juridical nature of consumer's right of withdrawal from e-contracts;- identification of problems that could arise from law’s interpretation,- issuing of the de lege ferenda proposals.Governmental Ordinance no. 130/2000 introduces a new exception to the principle of irrevocability of contracts in Romanian law: the consumer's right of withdrawal from distance contracts. The same Ordinance sets the scope and conditions for the applicability of this right.Consumer's right of withdrawal from e-contracts, as a type of distance contracts, can be exercised without the need to give any specific reason and without penalties, within 10 working days from the date of receiving the goods or from the another moment depending on the specifics set out in GO no. 130/2000. If consumer cancels the distance contract on the basis that he does not like the goods, the withdrawal from the contract is valid, even if the withdrawal solely depended on the will of the consumer, this sets out a legal exception from the provisions of art. 1010 of Civil Code which stipulate the nullity of the obligations undertook by the liable person under the condition “if I want”.Sales of goods by electronic means, as a particular case of a distance contracts, is, therefore, a new form of selling, governed by its own specific legal regime.

THE ADVERSARIAL SYSTEM AND THE BEST INTERESTS OF THE CHILD IN DIVORCE LITIGATION: SOME THOUGHTS REGARDING COLLABORATIVE LAW AS A MEANS TO RESOLVE PARENTAL DISPUTES

Directory of Open Access Journals (Sweden)

JA Robinson

2016-03-01

Full Text Available In this contribution it is argued that the adversarial system of litigation does not serve the best interests of children upon divorce. After a brief analysis of the system it is concluded that other less aggressive means of litigation should be considered under upon divorce. Collaborative Law is suggested as a means to bear in mind. The fact that current practice of lawyer negotiations in respect of divorce is not too far removed from Collaborative Law may lead to practitioners readily accepting the concept.

Comparing clustering models in bank customers: Based on Fuzzy relational clustering approach

Directory of Open Access Journals (Sweden)

Ayad Hendalianpour

2016-11-01

Full Text Available Clustering is absolutely useful information to explore data structures and has been employed in many places. It organizes a set of objects into similar groups called clusters, and the objects within one cluster are both highly similar and dissimilar with the objects in other clusters. The K-mean, C-mean, Fuzzy C-mean and Kernel K-mean algorithms are the most popular clustering algorithms for their easy implementation and fast work, but in some cases we cannot use these algorithms. Regarding this, in this paper, a hybrid model for customer clustering is presented that is applicable in five banks of Fars Province, Shiraz, Iran. In this way, the fuzzy relation among customers is defined by using their features described in linguistic and quantitative variables. As follows, the customers of banks are grouped according to K-mean, C-mean, Fuzzy C-mean and Kernel K-mean algorithms and the proposed Fuzzy Relation Clustering (FRC algorithm. The aim of this paper is to show how to choose the best clustering algorithms based on density-based clustering and present a new clustering algorithm for both crisp and fuzzy variables. Finally, we apply the proposed approach to five datasets of customer's segmentation in banks. The result of the FCR shows the accuracy and high performance of FRC compared other clustering methods.

Scaling laws for fractional Brownian motion with power-law clock

International Nuclear Information System (INIS)

O'Malley, Daniel; Cushman, John H; Johnson, Graham

2011-01-01

We study the mean first passage time (MFPT) for fractional Brownian motion (fBm) in a finite interval with absorbing boundaries at each end. Analytical arguments are used to suggest a simple scaling law for the MFPT and numerical experiments are performed to verify its accuracy. The same approach is used to derive a scaling law for fBm with a power-law clock (fBm-plc). The MFPT scaling laws are employed to develop scaling laws for the finite-size Lyapunov exponent (FSLE) of fBm and fBm-plc. We apply these results to diffusion of a large polymer in a region with absorbing boundaries. (letter)

Pengaruh Service Quality terhadap Customer Satisfaction Pada PT. Bank Jateng KCP Cepu

Directory of Open Access Journals (Sweden)

Zariahwati Ajining Pambudi

2018-01-01

Full Text Available This research has a purpose to know the implementation of Service Quality, to know the Customer Satisfaction at PT. Bank Jateng KCP Cepu. In this study population consists of 1.000 customer satisfaction with a sample of 286 using Incidental sampling technique. Data were taken by questionnaire, observation and documentation. The analysis was processed with SPSS program version 22.0 using simple linear regression with test of hypothesis test of determination and t test. The result of research shows that the result of Simple Linear Regression Test is Y = 9,311 + 0,763 X, constant of 9,311 means if variable of Service Quality is still value then Customer Satisfaction is 0,763 so there is influence between Service Quality to Customer Satisfaction. The result of Coefficient of Determination ( is known 0,400 means 40% Service Quality is influenced by Customer Satisfaction, while the rest 60% Service Quality is influenced by other variables not examined in this research. Then, the result of t test obtained value is 13,765 while   equal to 1,9683. This means that the value of    >  (13,765>1,9683 so it can be concluded that Ho is rejected and Ha accepted, meaning there is influence the Service Quality to Customer Satisfaction at              PT. Bank Jateng KCP Cepu.

The integration of law and integrality of the legislation as necessary conditions for the success of law enforcement in interstate integration

Directory of Open Access Journals (Sweden)

Sergey Baburin

2017-01-01

Full Text Available УДК 341.1+342.2Subject. The article substantiates the need for a special system of legislation for any project of international integration. Only such system, being integral, may, firstly, become the basis for the formation of an integrative law of this integration project, and secondly, have a supranational constitutionality, giving the ability to individual enforcement.Purpose. The purpose of this paper is the design of the constitutional-legal mechanisms of international integration in the scope of an integrative understanding of law and law enforcement.Methodology. The author uses methods of theoretical analysis, particularly the theory of integrative legal consciousness, as well as legal methods, including formal legal method and comparative law.Results, scope of application. The author points out that the formation of a single legal space in the Eurasian Economic Union (EEU, as well as in Customs Union and the Eurasian Economic Community before, is a development of constitutional law of supranational level, not of international law. The integration of law and integrality of the legislation are prerequisite for the success of the interstate Eurasian integration.Integration of law means the completeness of its internal structure, implies the indissoluble inner coherence of the law, its wholeness, unity. Coherent legal norms, embodied in legislation, can only create the phenomenon of law. The law should be understood as a metasystem, supersystem, it accumulates all socially significant systems and integrates the values of the law itself, its principles, values, other social regulators and regulated spheres of social relations. Attempts to apply the concept of "integration", but to abandon the notion of "integrality" are unreasonable, this terminological dichotomy is just a word game.If we talk about law, it is more appropriate to talk about it’s iintegrity, but if we talk about legislation, emerging to accelerate and deepen integration

CUSTOMER LOYALTY - THE GUARANTEED SUCCESS OF AN ORGANIZATION ON THE MARKET

Directory of Open Access Journals (Sweden)

Carmen-Maria, IORDACHE

2013-10-01

Full Text Available Managing customer value by offering qualitative services is considered a critical component of the marketing strategies. Customer value ensures the loyalty buiding. Orientation towards the customer, keeping in contact with customers, and a commitment to live up to customer expectations are the new rules of strategic management of customer relationships. Consumers have become more willing than ever to pick the sides of those organizations perceived as offering quality. The satisfaction and loyalty of customers, ensured by high quality products and services that offer value for money, are essential for long-term survival, let alone the longterm success. This article aims to address the importance of relationship marketing in ensuring the loyalty of clients, the types of loyalty, the need for an organized database of customers as well as means to ensure customer loyalty.

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...

PRIORITIZATION OF CUSTOMER NEEDS IN HOUSE OF QUALITY USING CONJOINT ANALYSIS

Directory of Open Access Journals (Sweden)

K.G. Durga Prasad

2010-06-01

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

THE COMPUTER SYSTEM PROVIDES A SIMPLER QUALITY SERVICES IN THE CUSTOMS PROCEDURE

Directory of Open Access Journals (Sweden)

Stanka Preskar

2013-10-01

Full Text Available With Slovenia joining the EU the need for higher quality and faster transit transport of goods through customs procedures has increased. This paper presents the recent logistics approach, which allows a better link between transportation and freight forwarding. Modern computer programs used by forwarding companies have contributed to this. Forwarder companies may have a role of organizer or a place using the transport services of customs clearance of goods at the entry / exit to / from the European Union. Each type of transport has a role to play, but gets even stronger when combined under one category. This is a multimodal transport. As an example we use logistic work in a logistic company. Here the work is divided in to transit of goods, customs clearance of goods, but also touching the law and the ranking of goods by tariff codes.

CUSTOMER SATISFACTION IN AN SME: A CUSTOMER PERSPECTIVE IN PERCEIVED VALUE AND LOCAL BRAND IMAGE

Directory of Open Access Journals (Sweden)

Yulianti F.

2017-12-01

Full Text Available This study is aimed to understand the relationship of perceived quality and brand image on customer satisfaction of Sasirangan Consumer. The study were taken at Banjarmasin, South Kalimantan Province, Indonesia. The object of this study is SME’s Sasirangan (Kain Sasirangan. The object was taken since it has a deep local wisdom and deep meaning for Banjarmasin society (Banua. The subject taken in this research is youngsters at college. This group of subject taken since today’s youngsters has a unique characteristics that also affecting their taste on certain product. The sample was as many as 139 people involved, and executed by using Partial-Least-Square SEM (PLS-SEM. The results of the study shows that either perceived quality or brand image positively increasing the customer satisfaction. Based on the model examination, the perceived value are able to directly affecting the customer satisfaction rather than that affected by brand image. However the indirect effect also indicate that the brand image are also able to mediate the effect of perceived quality on customer satisfaction. The limitation of this study is the object is a single object that may affect the degree of generality against another research.

Power-law versus log-law in wall-bounded turbulence: A large-eddy simulation perspective

Science.gov (United States)

Cheng, W.; Samtaney, R.

2014-01-01

The debate whether the mean streamwise velocity in wall-bounded turbulent flows obeys a log-law or a power-law scaling originated over two decades ago, and continues to ferment in recent years. As experiments and direct numerical simulation can not provide sufficient clues, in this study we present an insight into this debate from a large-eddy simulation (LES) viewpoint. The LES organically combines state-of-the-art models (the stretched-vortex model and inflow rescaling method) with a virtual-wall model derived under different scaling law assumptions (the log-law or the power-law by George and Castillo ["Zero-pressure-gradient turbulent boundary layer," Appl. Mech. Rev. 50, 689 (1997)]). Comparison of LES results for Reθ ranging from 105 to 1011 for zero-pressure-gradient turbulent boundary layer flows are carried out for the mean streamwise velocity, its gradient and its scaled gradient. Our results provide strong evidence that for both sets of modeling assumption (log law or power law), the turbulence gravitates naturally towards the log-law scaling at extremely large Reynolds numbers.

Power-law versus log-law in wall-bounded turbulence: A large-eddy simulation perspective

KAUST Repository

Cheng, W.

2014-01-29

The debate whether the mean streamwise velocity in wall-bounded turbulent flows obeys a log-law or a power-law scaling originated over two decades ago, and continues to ferment in recent years. As experiments and direct numerical simulation can not provide sufficient clues, in this study we present an insight into this debate from a large-eddy simulation (LES) viewpoint. The LES organically combines state-of-the-art models (the stretched-vortex model and inflow rescaling method) with a virtual-wall model derived under different scaling law assumptions (the log-law or the power-law by George and Castillo [“Zero-pressure-gradient turbulent boundary layer,” Appl. Mech. Rev.50, 689 (1997)]). Comparison of LES results for Re θ ranging from 105 to 1011 for zero-pressure-gradient turbulent boundary layer flows are carried out for the mean streamwise velocity, its gradient and its scaled gradient. Our results provide strong evidence that for both sets of modeling assumption (log law or power law), the turbulence gravitates naturally towards the log-law scaling at extremely large Reynolds numbers.

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....

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

Some comments on the current (and future) status of Muslim personal law in South Africa

OpenAIRE

Rautenbach, Christa

2004-01-01

The state law of South Africa consists of the common law and the customary law. However, in reality there exist various cultural and religious communities who lead their private lives outside of state law. For example, the Muslim community in South Africa is a close-knit community which lives according to their own customs and usages. Muslims are subject to informal religious tribunals whose decisions and orders are neither recognised nor reviewable by the South African courts. The non-recogn...

Mean field approximation for biased diffusion on Japanese inter-firm trading network.

Science.gov (United States)

Watanabe, Hayafumi

2014-01-01

By analysing the financial data of firms across Japan, a nonlinear power law with an exponent of 1.3 was observed between the number of business partners (i.e. the degree of the inter-firm trading network) and sales. In a previous study using numerical simulations, we found that this scaling can be explained by both the money-transport model, where a firm (i.e. customer) distributes money to its out-edges (suppliers) in proportion to the in-degree of destinations, and by the correlations among the Japanese inter-firm trading network. However, in this previous study, we could not specifically identify what types of structure properties (or correlations) of the network determine the 1.3 exponent. In the present study, we more clearly elucidate the relationship between this nonlinear scaling and the network structure by applying mean-field approximation of the diffusion in a complex network to this money-transport model. Using theoretical analysis, we obtained the mean-field solution of the model and found that, in the case of the Japanese firms, the scaling exponent of 1.3 can be determined from the power law of the average degree of the nearest neighbours of the network with an exponent of -0.7.

New Russian law

International Nuclear Information System (INIS)

Anon.

1996-01-01

The information about the Russian Federation law dealing with population radiation safety signed by the President in January 1996 is given. The law is based on a new strategy of radiation protection including the mean efficient dose from all ionizing radiation sources as the main factor for evaluation of the safe level for the population. The norms stated in the law will become valid from January 1, 2000

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.

Normative analysis of budgetary incomes from customs in the Polish legal system

Directory of Open Access Journals (Sweden)

Adam Drozdek

2017-06-01

Full Text Available The state budget constitutes a main institution of a budget law. It is subject to the regulation of many legal provisions, including constitutional provisions and provisions of the Act on Public Finances, which results in various properties thereof. The state budget is established by the Sejm as the most important financial plan for the state policy and an instrument of social policy, taking into consideration planned incomes and expenses of the state for the following financial year. From the point of view of incomes, the state budget includes, among others: incomes from indirect and direct taxes and non-tax incomes. Customs, as benefits of a non-tax character, which are charged by the Polish customs administration in the international trade, belong to particular types of the budget incomes. By using particular construction elements of customs, e.g. rates, reliefs or exemptions, the legislator can influence the amount of incomes it obtains. This level also depends on the amount of an import, an exchange rate as well as the scale of using tariff and non-tariff measures of customs policy.

Powerful subjects of tax law enforcement

Directory of Open Access Journals (Sweden)

Igor Dementyev

2017-01-01

Full Text Available УДК 342.6The subject. Competence of government bodies and their officials in the sphere of application of the tax law is considered in the article.The purpose of research is to determine the ratio of tax enforcement and application of the tax law, as well as the relationship between the concepts “party of tax enforcement” and “participant of tax legal relations”.Main results and scope of their application. The circle of participants of tax legal relations is broader than the circle of parties of tax law enforcement. The participants of tax legal relations are simultaneously the subjects of tax law, because they realize their tax status when enter into the tax relationships. The tax and customs authorities are the undoubted parties of the tax law enforcement.Although the financial authorities at all levels of government are not mentioned by article 9 of the Tax Code of the Russian Federation as participants of tax relations, they are parties of tax enforcement, because they make the agreement for deferment or installment payment of regional and local taxes.Scope of application. Clarification of participants of tax legal relations and determination of their mutual responsibility is essential to effective law enforcement.Conclusion. It was concluded that the scope tax law enforcement is tax proceedings, not administrative proceedings, civil (arbitration proceedings or enforcement proceedings.The application of the tax law is carried out not only in the form of tax relations, but also in relations of other branches of law.

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...

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...

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...

Simple control law structure for the control of airplanes by means of their engines

OpenAIRE

Fezans, Nicolas

2011-01-01

In this paper a simple control law structure is presented for the control of airplanes using only the engines' thrust. For the design of such a propulsion controlled aircraft control law, the approach followed in this work is to look for the right level of performance in order to avoid both excessive engines activity and reduction of robustness properties. Another goal is to keep the control law and its tuning as simple as possible: for this a control law structure whose terms can easily be i...

Customer Satisfaction Among the Members of the Summit Point Golf and Country Club

Directory of Open Access Journals (Sweden)

VERONICA JOY V. BENCITO

2014-04-01

Full Text Available This study focused on the customer satisfaction among the members of the Summit Point Golf and Country Club which served as the basis for continuous improvement. It determined the level of customer satisfaction on the services offered by the Summit Point employees in terms of food and beverages, customer service and facilities. Lastly, it also tested the significant differences on the level of customer satisfactions when grouped according to their membership variables of the club. The descriptive type of research was used to assess the operation of the club. Data gathered were analyzed using the weighted mean and ANOVA method. The members of the Summit Point Golf and Country Club are generally satisfied in terms of facilities and amenities, food and beverages and customer service. The hypothesis has no significant difference between the membership profile and level of customer satisfaction in terms of facilities and amenities and customer service is rejected. This means that their responses differ as to their reasons of joining the club, their obtained degree and the frequency of playing in the club.

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...

Legal provisions governing technical installations, especially regulations of the Building Law, Trade-and-Industry Law, and Atomic Energy Law

International Nuclear Information System (INIS)

Nicklisch, F.

1984-01-01

The author first shows the various legal regulation patterns of the German law system with regard to technical installations and in this context discusses the comprehensive clause method which refers to scientific-technical standards. This method is said to be an adequate means of achieving suitable results in the relationship between law and technology. However, three weak points can be seen: (1) The law system uses many different standards. (2) Due to uncertainty about the real meaning and content of these standards, it is not clear how these standards are defined. (3) This in practice puts up the question to what extent statutory works of technology are a suitable tool of making legal regulations more concrete, and whether they are to be given binding force. (HSCH) [de

Statistical analysis of Nomao customer votes for spots of France

Science.gov (United States)

Pálovics, Róbert; Daróczy, Bálint; Benczúr, András; Pap, Julia; Ermann, Leonardo; Phan, Samuel; Chepelianskii, Alexei D.; Shepelyansky, Dima L.

2015-08-01

We investigate the statistical properties of votes of customers for spots of France collected by the startup company Nomao. The frequencies of votes per spot and per customer are characterized by a power law distribution which remains stable on a time scale of a decade when the number of votes is varied by almost two orders of magnitude. Using the computer science methods we explore the spectrum and the eigenvalues of a matrix containing user ratings to geolocalized items. Eigenvalues nicely map to large towns and regions but show certain level of instability as we modify the interpretation of the underlying matrix. We evaluate imputation strategies that provide improved prediction performance by reaching geographically smooth eigenvectors. We point on possible links between distribution of votes and the phenomenon of self-organized criticality.

77 FR 61473 - Proposed Collection; Comment Request for Voluntary Customer Surveys To Implement E.O. 12862...

Science.gov (United States)

2012-10-09

... Voluntary Customer Surveys To Implement E.O. 12862 Coordinated by the Corporate Planning and Performance... required by the Paperwork Reduction Act of 1995, Public Law 104-13 (44 U.S.C. 3506(c)(2)(A)). Currently... Coordinated by [[Page 61474

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...

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.

Women's Rights and Living Customary Law | CRDI - Centre de ...

International Development Research Centre (IDRC) Digital Library (Canada)

This action-research project focuses on the interface between custom and rights in the context of a constitution that recognizes and protects both customary law and the Bill of Rights. It will explore how this interplay affects the rights - particularly land rights - of black women living in former "homeland areas" of South Africa.

VARIOUS HISTORICAL CONSIDERATIONS REGARDING THE PUBLIC LAW–PRIVATE LAW DICHOTOMY

Directory of Open Access Journals (Sweden)

Emilian Ciongaru

2014-11-01

Full Text Available Throughout the history of law, has been structured logically in law institutions and branches being considered in a divided or unitary manner. But legal norms have obtained general recognition either taken as a unitary system or divided into divisions or branches as maximum logical-organizational structures. The law originally intersects with the process of formation and evolution of the state. The law has been formed unconsciously as the result of a psychological process in which the individual reacts to certain external stimuli. At the beginning, the law came under the form of nonunitary chaotic customs or practices. In the second phase, the law, though yet rudimentary, became a conscious action being imposed by a public force. The difference between the public law and the private law results from the fact that private law may be attributed to the structure of society, and the public law may be attributed to the superstructure of society. Even nowadays, the delimitation between the public law and the private law is not clear, because the most numerous legal relations refer both to the general interest and the private interest and, basically, the legal norms contribute to public order as the observation thereof brings social peace.

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...

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)...

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...

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.

FCS diffusion laws in two-phase lipid membranes: determination of domain mean size by experiments and Monte Carlo simulations.

Science.gov (United States)

Favard, Cyril; Wenger, Jérôme; Lenne, Pierre-François; Rigneault, Hervé

2011-03-02

Many efforts have been undertaken over the last few decades to characterize the diffusion process in model and cellular lipid membranes. One of the techniques developed for this purpose, fluorescence correlation spectroscopy (FCS), has proved to be a very efficient approach, especially if the analysis is extended to measurements on different spatial scales (referred to as FCS diffusion laws). In this work, we examine the relevance of FCS diffusion laws for probing the behavior of a pure lipid and a lipid mixture at temperatures below, within and above the phase transitions, both experimentally and numerically. The accuracy of the microscopic description of the lipid mixtures found here extends previous work to a more complex model in which the geometry is unknown and the molecular motion is driven only by the thermodynamic parameters of the system itself. For multilamellar vesicles of both pure lipid and lipid mixtures, the FCS diffusion laws recorded at different temperatures exhibit large deviations from pure Brownian motion and reveal the existence of nanodomains. The variation of the mean size of these domains with temperature is in perfect correlation with the enthalpy fluctuation. This study highlights the advantages of using FCS diffusion laws in complex lipid systems to describe their temporal and spatial structure. Copyright © 2011 Biophysical Society. Published by Elsevier Inc. All rights reserved.

Measuring Risk-adjusted Customer Lifetime Value and its Impact on Relationship Marketing Strategies and Shareholder Value

OpenAIRE

Ryals, Lynette; Knox, Simon

2005-01-01

The calculations which underlie efforts to balance marketing spending on customer acquisition and customer retention are usually based on either single- period customer profitability or forecasts of customer lifetime value (CLTV). This paper argues instead for risk-adjusted CLTV, which is termed the economic value (EV) of a customer, as the means for marketing to assess both customer profitability and shareholder value gains.

Flash Builder customizing the user interface

CERN Document Server

Rocchi, Cesare

2010-01-01

Personalize user interface components of your projects. Example projects are grouped together in an AIR application and the appearance is totally customized. Learn how to change visual properties by means of style directives or create brand new skins by knowing and exploiting their internal architecture.

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...

Contextual Marketing Based on Customer Buying Pattern in Grocery E-Commerce: The Case of Bigbasket.com (India

Directory of Open Access Journals (Sweden)

Nesya Vanessa

2017-06-01

Full Text Available The objectives of this research are to identify customer purchase behavior, obtain the number of customer clusters, and form customer profile in order to find situation-based customer purchase be- havior pattern. From the given data, the RFM method and K-Means clustering are used to identify the customer purchase behavior and profiles. The result of this research showed that the customer clusters are formed differently in every product category based on the RFM value and K-Means clustering. There are also differences in peak hour for each customer cluster. The best time to deliver notifica- tions and personal messages is near the peak hour. Indeed, this matter is useful to create contextual marketing and targeted advertising that is designed based on customer cluster and purchase behavior.

[Customer orientation in ambulant medicine].

Science.gov (United States)

Heinrich, M

2014-07-01

Due to developments of the health market, economic aspects of the health system are more relevant. In this upcoming market the patient is regarded as customer and the doctor as provider of medical services. Studies on customer orientation in the ambulant medicine lag behind this dynamic. An aim of the study is to comprehend the attitudes of the doctors referring to the customer orientation. In a second step the findings are discussed according to statements of health-care paticipants. Developments in role comprehension of doctor and patient are focused to gain results in scientific and practical applications. Guideline-supported, partly narrative interviews with n=9 gynaecologists and n=11 general practitioners in Freiburg/Germany are recorded, transcribed and reviewed in a qualitative analysis. The statements of the doctors show patient satisfaction has an incremental meaning sspecially regarding the sequence of patient relationship and economic management of the doctor's workplace. The doctor's role comprehension meets with a refusal of the role of salesman and the patient as customer. The method of interviews is suitable to gather empirical impressions of the doctors. The control sample is adequate, however a bias due to inhomogeneous thematic affinitiy and local social-demographics might be possible. The customer orientation has become an important factor in doctor-patient relationtships. The relevance of the doctor-patient conversation and the risk of misuse of the patient confidence are mentioned by the doctors. The doctor as paternalistic care provider gives way to the customer-focused service provider. The doctor's necessity of autonomyssss and dependency on patient satisfaction have potential for conflict. Intensive mention of customer orientation in medicine in the media emphasises its importance. Rational handling with the possibilities of individual health markets is a prospective challange. Further research could be established in all aspects of

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…

Documents of title in carriage of goods by sea under English law : Legal nature and possible future directions

Directory of Open Access Journals (Sweden)

Časlav Pejović

2004-08-01

Full Text Available Transport documents in carriage of goods by sea may serve as evidence not only of the contract of carriage, but also of the receipt of goods. Some transport documents have also the status of docuntents of title, which means that they are able to represent the goods and entitle their holders to demand delivery from the carrier. This function of tronsport documents plays an important role in overseas sales, enabling the seller to sell the goods in transit while the physical delivery is not yet possible. Transport documents acting as documents of title also represent an essential element of letters of credit. The law has defined the characteristics and functions of transport docuntents, and hence which documents can qualfy as documents of title. In principle, a document can be recognized as docuntent of title onty by statute or by general custom. Presently, under English law, among transport docuntents only bills of lading are recognized as documents of title. Other transport documents presently used in sea carriage are of modern invention and no custom of merchants relating to them has been established. The purpose of this paper is to examine first the notion of a document of title; secondly, the rights which are transferred by the transfer of the bill of lading, as the only transport document with undisputed status as docuntent of title; and thirdly, to investigate the prospect that under English law, in addition to bills of lading, other transport docunments can be recognized as documents of title.

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...

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...

5 CFR 2421.9 - Administrative Law Judge.

Science.gov (United States)

2010-01-01

... Administrative Law Judge. Administrative Law Judge means the Chief Administrative Law Judge or any Administrative Law Judge designated by the Chief Administrative Law Judge to conduct a hearing in cases under 5 U.S.C... 5 Administrative Personnel 3 2010-01-01 2010-01-01 false Administrative Law Judge. 2421.9 Section...

Conflict-of-Laws Rules in System of Precepts of Law

Directory of Open Access Journals (Sweden)

Victoria A. Kosovskaya

2016-06-01

Full Text Available In the present article author has considered features of conflict-of-laws rules as the special norms allowing to resolve a conflict question by means of the choice of applicable law. The structure of conflict norm is analysed. Difficulties in use of such specific norms having referential character are revealed and also possible ways of their overcoming are shown. In the conclusion the author emphasizes that presence of a foreign element demands use of the special social mechanism of regulation which is mediated through conflict-of-laws rules.

Law 2006-26 of 9 August concerning the modification of ordinance 93-16 of 2 March 1993 concerning mining law completed by ordinance 99-48 of 5 November 1999

International Nuclear Information System (INIS)

2006-01-01

This law precise that article 36 of ordinance 93-16 of 2 March 1993 concerning mining law and completed by ordinance 99-48 of 5 November is abrogated. Articles 2, 8, 24, 34, 35, 44, 49, 51, 63, 82, 83, 84, 85, 86, 87, 88, 92, 93, 94, 95, 96, 97, 99, 105, 136 and title X bis of ordinance 93-16 of 2 mach 1993 are modified or completely changed. The modification involves State ownership, government right, surface and validity of licence or lease, domain of mining law application, mining convention, closed/protected or prohibited zones, fiscal and custom duties [fr

SUSTAINABLE CULTURAL DEVELOPMENT: THE FATE OF BALINESE ADAT VILLAGE POSTERIOR THE ENACTMENT OF LAW NUMBER 6 YEAR 2014 CONCERNING VILLAGE

Directory of Open Access Journals (Sweden)

I Nyoman Nurjaya

2015-09-01

Full Text Available The recognition of indigenous peoples existence is very dependent on the will of the Government. The village government as formulated in Act number 6/2014 of the village, as well as Government Regulation number 43/2014 about Implementation of the Act number 6/2014 has naturally become a bureaucratic and legal officials law, that the village is set in the system of local government under the supervision of State law. In the case of Bali and the local Government of Bali, there is legal consequences with the fate and the future existence and life of indigenous village/pakraman village as a social and cultural system of the Hindu society, it is the law on the development basis of the indigenous village/pakraman village will not remain be ”the awig-awig” as Balinese traditional society customary law; philosophy and the essence, function and role of the indigenous village/pakraman village changed physically as well as community life of Balinese people loss; traditional customs and Government system should be changed in accordance with the system of the village Government; on one side the customs affairs village should organize pakraman village administration and bureaucracy under the structure of local governments, and on the other hand the indigenous village is at the same time responsible to organize and responsible about the culture, traditions, customs and ritual as Hindu affairs, village understanding of pakraman village customs and traditions should be completely ignored in Balinese village daily community life.

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...

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

Directory of Open Access Journals (Sweden)

Mohammad Reza Gholamian

2011-04-01

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

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.

Mandeville on Corruption and Law

OpenAIRE

Simonazzi, Mauro

2015-01-01

This essay makes a distinction between two different meanings of the word «corruption»: moral corruption and legal corruption. The thesis is that in Mandeville's thought vice can be useful, while crime is always damaging. In this perspective, law is fundamental to tell vice from crime. Three points are examined: 1) the relationships between law and human nature, law and ethics, law and society; 2) the analysis of Mandeville's theory of law, in particular its nature and development; 3) the the...

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

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

Public Smoking Bans, Youth Access Laws, and Cigarette Sales at Vending Machines

OpenAIRE

Kvasnicka, Michael

2010-01-01

Tobacco control policies have proliferated in many countries in recent years, in particular youth access laws and public smoking bans. The effectiveness of youth access laws is still disputed, however, as are the costs of public smoking bans to the hospitality industry. Using a unique data set on cigarette sales at more than 100k vending machines that provides first objective evidence on the outgoing and customer behavior of smokers, we study both outcome dimensions by investigating several r...

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.

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…

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...

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 ...

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.

Health-Related Quality of Life among Nonprescription Medicine Customers in Malaysia.

Science.gov (United States)

Shafie, Asrul Akmal; Hassali, Mohamed Azmi; Mohamad Yahaya, Abdul Haniff

2013-05-01

To describe the health-related quality of life (HRQOL) among nonprescription medicine customers in Malaysia and the factors that affect it. A nationwide cross-sectional survey was conducted among pharmacy customers in 59 randomly selected community pharmacies in Malaysia. The self-administered questionnaire included the EuroQoL five-dimensional (EQ-5D) questionnaire, the EuroQol visual analogue scale (EQ-VAS), nonprescription medicines purchase, and demographic questions. Data were analyzed by using the multivariate analysis of variance and multiple logistic regressions. A total of 2729 customers enrolled in this study, with a mean EQ-5D questionnaire score of 0.92±0.15 and a mean EQ-VAS score of 69.92±24.80. Compared with the Malaysian adult population, nonprescription medicine customers have a lower mean EQ-5D questionnaire score (t =-4.49, Pcustomers (F 22,5286 = 2.555; Wilks' lambda = 0.979; Pcustomers is lower than that of the general Malaysian population. Lower health status was independently associated with older age, living in rural areas, having low income and education level, and purchasing blood and blood-forming medicines from community pharmacy. Copyright © 2013 International Society for Pharmacoeconomics and Outcomes Research (ISPOR). Published by Elsevier Inc. All rights reserved.

Measuring customer loyalty using an extended RFM and clustering technique

Directory of Open Access Journals (Sweden)

Zohre Zalaghi

2014-05-01

Full Text Available Today, the ability to identify the profitable customers, creating a long-term loyalty in them and expanding the existing relationships are considered as the key and competitive factors for a customer-oriented organization. The prerequisite for having such competitive factors is the presence of a very powerful customer relationship management (CRM. The accurate evaluation of customers’ profitability is considered as one of the fundamental reasons that lead to a successful customer relationship management. RFM is a method that scrutinizes three properties, namely recency, frequency and monetary for each customer and scores customers based on these properties. In this paper, a method is introduced that obtains the behavioral traits of customers using the extended RFM approach and having the information related to the customers of an organization; it then classifies the customers using the K-means algorithm and finally scores the customers in terms of their loyalty in each cluster. In the suggested approach, first the customers’ records will be clustered and then the RFM model items will be specified through selecting the effective properties on the customers’ loyalty rate using the multipurpose genetic algorithm. Next, they will be scored in each cluster based on the effect that they have on the loyalty rate. The influence rate each property has on loyalty is calculated using the Spearman’s correlation coefficient.

Customer retention: A theoretical perspective of service failure and service recovery in the hotel industry

OpenAIRE

D. J. Petzer; T. F.J. Steyn

2006-01-01

Purpose: The purpose of this paper is to provide a theoretical perspective on customer retention activities associated with service failure management and service recovery as a means to retain customers in the hotel industry - and to improve the competitiveness of a hotel. The research is pursued with the following objectives in mind: To determine the customer retention activities involved in the service failure management needed by hotels to retain customers. To determine the customer ...

Headquarters Air Force Material Command Customer Relationship Management

National Research Council Canada - National Science Library

Sullivan, Christopher B

2006-01-01

.... Specifically, this project sought to answer how customer relationship management (CRM) initiatives varied in the private and public sectors, and to determine an appropriate means of capturing and measuring this type of data...

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.

Burnout in Customer Service Representatives

Directory of Open Access Journals (Sweden)

Tariq Jalees

2008-09-01

Full Text Available The purpose and aim of this research was to (1 identify the factors that contributes towards job burnout in sales service representative (2 What are the relationships of these factors (3 To empirically test the relationships of the determinants relating to burnout in customer service representatives. Based on literature survey six different variables related to burnout were identified. The variables were (1 Emotional exhaustion.(2 Reduced personal accomplishment.(3 Job induced tension.(4 Job satisfaction.(5 Workload (6 Job satisfaction.Each of the variables contained 3 sub-variables. Five different hypotheses were developed and tested through techniques such as Z-test, F-test and regression analysis. The questionnaire administered for the study contained 15 questions including personal data. The subject was Moblink company customers sales service representative in Karachi.The valid sample size was 98 drawn through multi-cluster technique. Techniques such as measure of dispersion and measure of central tendencies were used for analyzing the data. Regression, Z-test, and F-test were used for testing the developed hypothesis.According to the respondents’ opinions, the reduced personal accomplishment had a high rating with a mean of 3.75 and job induced tension has the lowest mean of 3.58. The standard deviation of respondents’ opinions was highest for dimension depersonalization and least for dimension work load. This indicates that there is a high polarization of the respondents’ opinions on the dimension depersonalization moral and least on the dimension work load.The Skew nesses for all the dimensions were in negative except the determinants emotional exhaustion and workload. This indicates that the majority of respondents’ opinions on all the dimensions were below the mean except in the case of emotional exhaustion and workload.Five hypotheses were developed and tested:a The hypothesis relating to low level of burnout in customers

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

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...

Power-law versus log-law in wall-bounded turbulence: A large-eddy simulation perspective

KAUST Repository

Cheng, W.; Samtaney, Ravi

2014-01-01

The debate whether the mean streamwise velocity in wall-bounded turbulent flows obeys a log-law or a power-law scaling originated over two decades ago, and continues to ferment in recent years. As experiments and direct numerical simulation can

Religious law versus secular law
The example of the get refusal in Dutch, English and Israeli law

Directory of Open Access Journals (Sweden)

Matthijs de Blois

2010-06-01

Full Text Available The tension between religious law and secular law in modern democracies is illustrated in this article by a discussion of the different approaches to the get (a bill of divorce refusal (based on Jewish law under Dutch, English and Israeli law. These legal orders share many characteristics, but also display important differences as to the role of religion and religious law in the public realm. The Dutch system is the most secular of the three; it does not recognize a role for religious law within the secular system as such. The English legislation provides for means that to a certain extent facilitate the effectuation of a religious divorce. In Israel, finally, the law of marriage and divorce is as such governed by the religious law of the parties concerned; for the majority of the population that is Jewish law. An evaluation of the different approaches in the framework of human rights law reveals the complexities of the collision of the underlying values in terms of equality, religious freedom and minority rights, also having regard to the diversity of opinions within religious communities.

Nuclear energy as reflected in Constitutional Law

International Nuclear Information System (INIS)

Ossenbuehl, F.

1981-01-01

The author analyses the Federal Constitutional Court's decision on the Kalkar and Muehlheim-Kaerlich reactors with regard to its content relating to the Atomic Energy Law. He examines the Atomic Energy Law within the system in which power is shared: The legal provisio of the Atomic Energy Law, the application of undetermined legal terms, the involvement of extra-legislative bodies, the statements made on residual risks. He discusses the statutory obligation of the legislator to protect, and the protection of basic rights by means of participation in procedures, the effecting of basic rights protection by means of participation in procedures, the translation into action of basic rights protection by means of participation in procedures and the interpretation of the elementary (simple) Atomic Law by the Federal Constitutional Court with regard to the interpreation and application of the Atomic Energy Law in conformity with the Basic Law. Finally, he gives his opinion on the practical consequences the decision will have, and on its binding effects for current and future licensing procedures. (HSCH) [de

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)

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 ...

75 FR 5491 - Privacy Act of 1974: Implementation of Exemptions; Department of Homeland Security/U.S. Customs...

Science.gov (United States)

2010-02-03

... addressing privacy concerns. The fifteen- year retention period will allow CBP to access the data when needed... security, law enforcement and counterterrorism missions, while addressing privacy concerns. Legal or...] Privacy Act of 1974: Implementation of Exemptions; Department of Homeland Security/U.S. Customs and Border...

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

European union mission for the rule of law in Kosovo

Directory of Open Access Journals (Sweden)

Dr.Sc. Bejtush Gashi

2011-12-01

Full Text Available Here we have studied the international circumstances that have affected the deployment of the EULEX Mission in Kosovo. The EULEX mission is the European Union Mission for the Rule of Law in Kosovo. Its main goal is to advise, assist and support the Kosovo authorities in issues of the rule of law, especially in the field of police, judiciary and customs performance. Also this mission has the responsibility to develop and further strengthen the independent multi-ethnic justice system in Kosovo, by ensuring that the rule of law institutions are not politically influenced and that they meet the known international standards and best European practices. This mission was foreseen to be deployed to Kosovo, based on the Ahtissari Comprehensive Status Proposal for Kosovo, but due to its non-approval by the UN Security Council, its full implementation was delayed until December 2008. EULEX acts within the framework of Resolution 1244 of the UN Security Council and under a single chain of command in Brussels. EULEX officials have supported Kosovo Police, the Judiciary system and Kosovo Customs, through MMA actions for achieving objectives and goals that are foreseen by the program strategy of EULEX. But in terms of efficiency, EULEX has only achieved modest results. In the northern part of Kosovo, EULEX has failed, as a result of its ambivalent mandate and incoherence of EU Foreign and Security Policy.

Fast segmentation of industrial quality pavement images using Laws texture energy measures and k -means clustering

Science.gov (United States)

Mathavan, Senthan; Kumar, Akash; Kamal, Khurram; Nieminen, Michael; Shah, Hitesh; Rahman, Mujib

2016-09-01

Thousands of pavement images are collected by road authorities daily for condition monitoring surveys. These images typically have intensity variations and texture nonuniformities that make their segmentation challenging. The automated segmentation of such pavement images is crucial for accurate, thorough, and expedited health monitoring of roads. In the pavement monitoring area, well-known texture descriptors, such as gray-level co-occurrence matrices and local binary patterns, are often used for surface segmentation and identification. These, despite being the established methods for texture discrimination, are inherently slow. This work evaluates Laws texture energy measures as a viable alternative for pavement images for the first time. k-means clustering is used to partition the feature space, limiting the human subjectivity in the process. Data classification, hence image segmentation, is performed by the k-nearest neighbor method. Laws texture energy masks are shown to perform well with resulting accuracy and precision values of more than 80%. The implementations of the algorithm, in both MATLAB® and OpenCV/C++, are extensively compared against the state of the art for execution speed, clearly showing the advantages of the proposed method. Furthermore, the OpenCV-based segmentation shows a 100% increase in processing speed when compared to the fastest algorithm available in literature.

Managers' perceptions of customers' satisfactions with their hospital cafeteria services.

Science.gov (United States)

Johnston, C M; Upton, E M

1991-01-01

It is important that hospital cafeterias deliver products that create customer satisfaction so that financial objectives are met. An exploratory descriptive survey of 12 selected hospital cafeterias used a self-administered questionnaire to determine how satisfied customers were with services provided. It also asked cafeteria managers to give their perceptions of their customers' relative satisfaction/dissatisfaction with the service. Principal components analysis, followed by varimax rotation, identified four underlying constructs of the 15 pre-selected foodservice characteristics used to measure relative satisfaction. A multiple regression model, controlling for country, hospital size and customer demographics, in which the dependent variable was overall rating, found that the independent variables, the underlying rating constructs--food and service--made a much greater impact on overall rating than environment and accessibility. Most cafeteria managers' predictions about their customers' satisfaction were within two standard deviations of their customers' mean scores of satisfaction. While the managers' close association with their service may have accounted for this, it does not necessarily follow that they have the power to implement policy and product improvements.

Rethinking Faraday's law for teaching motional electromotive force

International Nuclear Information System (INIS)

Zuza, Kristina; Guisasola, Jenaro; Michelini, Marisa; Santi, Lorenzo

2012-01-01

This study shows physicists' discussions on the meaning of Faraday's law where situations involving extended conductors or moving contact points are particularly troublesome. We raise questions to test students' difficulties in applying Faraday's law in motional electromotive force phenomena. We suggest the benefit of analysing these phenomena when teaching Faraday's law in introductory physics courses at university. We are not implying that Faraday's law should be revised, but we do want to set the stage for careful rethinking regarding the meaning and application of each term of the law as it appears in traditional introductory courses. (paper)

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.

CRM as a support for knowledge management and customer

OpenAIRE

Toriani, Silvana; Angeloni, Maria Terezinha

2011-01-01

This paper aims to analyze the role of Customer Relationship Management (CRM) as a support for Knowledge Management (KM) and the Customer Relationship Strategy Definition in an Information Technology (IT) Company. This work is based on theories of KM, IT, and Relationship Marketing. Our survey uses a descriptive approach, in which data is gathered by means of content analysis of semi-structured interviews. The study results have shown us that the company implements an effective system for CRM...

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.

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)

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.

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...

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.

Means-End Theory: Getting the Service Customer's Attention.

Science.gov (United States)

Rosen, Deborah E.; Greenlee, Timothy B.

2001-01-01

Examined the usefulness of Means-End Theory in developing effective college recruitment brochures. Found evidence that brochures that emphasize attributes (e.g., cost, location) over consequences (e.g., getting a job) or values (e.g., security) will generate greater interest in an educational institution. (EV)

Power Laws are Disguised Boltzmann Laws

Science.gov (United States)

Richmond, Peter; Solomon, Sorin

Using a previously introduced model on generalized Lotka-Volterra dynamics together with some recent results for the solution of generalized Langevin equations, we derive analytically the equilibrium mean field solution for the probability distribution of wealth and show that it has two characteristic regimes. For large values of wealth, it takes the form of a Pareto style power law. For small values of wealth, wGeneralized Lotka-Volterra type of stochastic dynamics. The power law that arises in the distribution function is identified with new additional logarithmic terms in the familiar Boltzmann distribution function for the system. These are a direct consequence of the multiplicative stochastic dynamics and are absent for the usual additive stochastic processes.

Customized Versus Noncustomized Sound Therapy for Treatment of Tinnitus: A Randomized Crossover Clinical Trial.

Science.gov (United States)

Mahboubi, Hossein; Haidar, Yarah M; Kiumehr, Saman; Ziai, Kasra; Djalilian, Hamid R

2017-10-01

To determine the effectiveness of a customized sound therapy and compare its effectiveness to that of masking with broadband noise. Subjects were randomized to receive either customized sound therapy or broadband noise for 2 hours per day for 3 months and then switched to the other treatment after a washout period. The outcome variables were tinnitus loudness (scored 0-10), Tinnitus Handicap Inventory (THI), Beck Anxiety Inventory (BAI), minimum masking levels (MML), and residual inhibition (RI). Eighteen subjects completed the study. Mean age was 53 ± 11 years, and mean tinnitus duration was 118 ± 99 months. With customized sound therapy, mean loudness decreased from 6.4 ± 2.0 to 4.9 ± 1.9 ( P = .001), mean THI decreased from 42.8 ± 21.6 to 31.5 ± 20.3 ( P tinnitus patients, and the results may be superior to broadband noise.

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

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...

Decision - making of Direct Customers Based on Available Transfer Capability

Science.gov (United States)

Quan, Tang; Zhaohang, Lin; Huaqiang, Li

2017-05-01

Large customer direct-power-purchasing is a hot spot in the electricity market reform. In this paper, the author established an Available Transfer Capability (ATC) model which takes uncertain factors into account, applied the model into large customer direct-power-purchasing transactions and improved the reliability of power supply during direct-power-purchasing by introducing insurance theory. The author also considered the customers loss suffered from power interruption when building ATC model, established large customer decision model, took purchasing quantity of power from different power plants and reserved capacity insurance as variables, targeted minimum power interruption loss as optimization goal and best solution by means of particle swarm algorithm to produce optimal power purchasing decision of large consumers. Simulation was made through IEEE57 system finally and proved that such method is effective.

Thoughts on the Law, Gatekeepers, and Rerooting

Science.gov (United States)

Shevock, Daniel J.

2017-01-01

This essay extends an open philosophy with a philosophy of music education on soil. An open philosophy emerges from analysis of Kafka's parable "Before the Law." I explore what "the law" might be, what it could mean for how people relate to "the law," and how critiquing "the law" allows music teachers and…

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

Limiting law excess sum rule for polyelectrolytes.

Science.gov (United States)

Landy, Jonathan; Lee, YongJin; Jho, YongSeok

2013-11-01

We revisit the mean-field limiting law screening excess sum rule that holds for rodlike polyelectrolytes. We present an efficient derivation of this law that clarifies its region of applicability: The law holds in the limit of small polymer radius, measured relative to the Debye screening length. From the limiting law, we determine the individual ion excess values for single-salt electrolytes. We also consider the mean-field excess sum away from the limiting region, and we relate this quantity to the osmotic pressure of a dilute polyelectrolyte solution. Finally, we consider numerical simulations of many-body polymer-electrolyte solutions. We conclude that the limiting law often accurately describes the screening of physical charged polymers of interest, such as extended DNA.

Customs of Galati Port at the Beginning of the 20th Century

Directory of Open Access Journals (Sweden)

Constantin Tănase

2014-08-01

Full Text Available Common practices, whether recognized or not as a source of law, represented an area of great importance in economic practice and judicial bodies, especially in maritime and river transport, but also rail and air transport. The Civil Code of 1864 made some references to local custom, while the new Civil Code provisions establish that practices are sources of law. In this way was settled a particularly sensitive area, namely, the existence and applicability of common practices in special matters such as those on business, commercial transactions, financial and otherwise, being directly related to maritime and river transport. This study attempts to identify specific features of the common practices application in Galaţi port in the early twentieth century.

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.

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...

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.

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

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. ...

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...

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...

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

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 ...

22 CFR 1421.8 - Administrative law judge.

Science.gov (United States)

2010-04-01

... Law Judge to conduct a hearing in cases under 22 U.S.C. 4115, and such other matters as may be... 22 Foreign Relations 2 2010-04-01 2010-04-01 true Administrative law judge. 1421.8 Section 1421.8... TERMS AS USED IN THIS SUBCHAPTER § 1421.8 Administrative law judge. Administrative law judge means the...

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

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.

The Voice of the Law in Transition

Directory of Open Access Journals (Sweden)

Rafiqa Qurrata A'yun

2015-08-01

Full Text Available It is no doubt that the law has a tight relation with the language. We can see how language works in law since it comes from the idea, being enacted, and enforced. That is why language has a significant role along the legal process. This article will review the book written by Ab Massier which assumes at least three aspect of linguistic job in law: doing law is acting by means of language into a lingual activity, which is based on texts, and is resulting in texts. The main issue in this book is based on the problems of Indonesian language of the law which has replaced the Dutch language. Massier criticize instrumental approach to language and the impact of Dutch in Indonesian law language. His analysis refers to James Boyd White's statement about a translation of authoritative texts as the primary feature to define law itself. It is the perspective of doing law as a lingual activity that consists of communicating, speaking, and writing. Almost all legal processes produce texts, and therefore the text means the authority of the law.

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 ...

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...

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.

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...

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...

Legal means of the energy development in the respect of the environment in French law: research on the law of the sustainable development

International Nuclear Information System (INIS)

Grammatico, L.

2003-05-01

The energy regulation, in France, appears autonomous compared. to the environmental law. It was necessary to seek the reality of this autonomy, which resulted in analyzing its application at both national and community level. However, the autonomy of energy regulation has been kept in perspective through the influences of both public and economic policies, along with the general framework of life. This autonomy does not prevent the interdependence with environmental law. Indeed, the energy regulation is influenced by the environmental law, which can appear from differing viewpoints as either constraints for the energy sector or as opportunities. Here, the two regulations coexist with t:he environmental law trying to integrate completely with energy regulation. This seems to take place with difficulty through sustainable development, either requiring an evolution in traditional legal instruments or by the creation of new instruments. (author)

Fundamentals of the power economy law. The liberalization of the power industry and gas industry. 3. ed.; Grundzuege des Energiewirtschaftsrechts. Die Liberalisierung der Strom- und Gaswirtschaft

Energy Technology Data Exchange (ETDEWEB)

Theobald, Christian [Sozietaet Becker Buettner Held, Berlin (Germany); Deutsche Univ. fuer Verwaltungswissenschaften, Speyer (Germany); Nill-Theobald, Christiane [TheobaldConsulting, Berlin (Germany)

2013-11-01

The authors show how the legal reform leading to the deregulation of the electricity and gas supply grids has created true freedom of choice for customers as well as a practicable means of managing grid access for energy suppliers. They address recent developments following from the energy turnaround as well CO{sub 2} emission regulations and trading. Ultimately all private and governmental players of the energy economy are affected. The present fully revised, richly illustrated third edition of this fundamental publication gives an introduction into the large body of already known as well as into new issues of energy economy law, including: fundamentals of the energy sector; key points of the energy turnaround; purchase and sale of electricity and gas; regulatory regime; unbundling; terms of governmental regulation; surveillance of the energy sector; anti-trust and competition law; issues of environmental protection and energy efficiency; renewable energies; cogeneration law; ecotax legislation; consumer protection; and emission trade.

The Relation between Law and Fraternity as a Promotional Instrument for Human Dignity in Labor Law

OpenAIRE

Guilherme Domingos de Luca; Lafayette Pozzoli

2015-01-01

Examine in this study as a problem, the relationship of law and Fraternity as a promotional instrument of Human Dignity in Labour Law, pointing out the means by which positive law has constitutionalized the fundamental guarantees of man labor law. Understand the relationship of human labor versus the dignity of the human person, and the idea of fraternity as a promotional function. The research was based on bibliographic compared. The main object is to understand the role of the fraternity an...

Pollution Law - Clean Air Act

International Nuclear Information System (INIS)

Schmitt Glaeser, W.; Meins, J.W.

1982-01-01

This volume deals with how the living space air is kept clean by means of the pollution law, focussing on the documentation of central problems of pollution law by means of selected articles and court decisions. The literature and jurisdiction available on this sector of which we can hardly keep track makes such a documentation look useful and necessary. It will make working easier for those who do not have direct access to large libraries. The only intention of the guide for the pollution law which preceeds the documentation is to outline basic problems. It is intended to provide basic information in this complex field of law. At the same time, it also constitutes a 'guide' for the documentation: By naming the documentation number in the margin of the respective passage reference is made to the documented publications which deal with the legal issues considered. Using this guide, the documentation can be easily tapped. (orig.) [de

CERTS customer adoption model

Energy Technology Data Exchange (ETDEWEB)

Rubio, F. Javier; Siddiqui, Afzal S.; Marnay, Chris; Hamachi,Kristina S.

2000-03-01

This effort represents a contribution to the wider distributed energy resources (DER) research of the Consortium for Electric Reliability Technology Solutions (CERTS, http://certs.lbl.gov) that is intended to attack and, hopefully, resolve the technical barriers to DER adoption, particularly those that are unlikely to be of high priority to individual equipment vendors. The longer term goal of the Berkeley Lab effort is to guide the wider technical research towards the key technical problems by forecasting some likely patterns of DER adoption. In sharp contrast to traditional electricity utility planning, this work takes a customer-centric approach and focuses on DER adoption decision making at, what we currently think of as, the customer level. This study reports on Berkeley Lab's second year effort (completed in Federal fiscal year 2000, FY00) of a project aimed to anticipate patterns of customer adoption of distributed energy resources (DER). Marnay, et al., 2000 describes the earlier FY99 Berkeley Lab work. The results presented herein are not intended to represent definitive economic analyses of possible DER projects by any means. The paucity of data available and the importance of excluded factors, such as environmental implications, are simply too important to make such an analysis possible at this time. Rather, the work presented represents a demonstration of the current model and an indicator of the potential to conduct more relevant studies in the future.

“You will always have the poor”: a reflection on the paradox of justice as law

OpenAIRE

French, Duncan

2015-01-01

Calls for, and arguments around, fairness and justice are an essential element of international law; more so in certain areas – environment and natural resources, development – than in others, namely, the structural design of the discipline, State responsibility, formation of custom and acquisition of territory. The article thus considers the question whether there is an obligation of fair entitlement in international law, with particular reference to various matters of territo...

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 ...

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...

29 CFR 457.17 - Administrative Law Judge.

Science.gov (United States)

2010-07-01

... Administrative Law Judge to conduct a hearing in cases under 5 U.S.C. 7120 or 22 U.S.C. 4117 as implemented by... 29 Labor 2 2010-07-01 2010-07-01 false Administrative Law Judge. 457.17 Section 457.17 Labor... GENERAL Meaning of Terms as Used in This Chapter § 457.17 Administrative Law Judge. Administrative Law...

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.

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...

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.

INCREASE OF QUEUING SYSTEM EFFECTIVENESS OF TRADING ENTERPRISE BY MEANS OF NUMERICAL STATISTICAL SIMULATION

Directory of Open Access Journals (Sweden)

Knyazheva Yu. V.

2014-06-01

Full Text Available The market economy causes need of development of the economic analysis first of all at microlevel, that is at the level of the separate enterprises as the enterprises are basis for market economy. Therefore improvement of the queuing system trading enterprise is an important economic problem. Analytical solutions of problems of the mass servicing are in described the theory, don’t correspond to real operating conditions of the queuing systems. Therefore in this article optimization of customer service process and improvement of settlement and cash service system trading enterprise are made by means of numerical statistical simulation of the queuing system trading enterprise. The article describe integrated statistical numerical simulation model of queuing systems trading enterprise working in nonstationary conditions with reference to different distribution laws of customers input stream. This model takes account of various behavior customers output stream, includes checkout service model which takes account of cashier rate of working, also this model includes staff motivation model, profit earning and profit optimization models that take into account possible revenue and costs. The created statistical numerical simulation model of queuing systems trading enterprise, at its realization in the suitable software environment, allows to perform optimization of the most important parameters of system. And when developing the convenient user interface, this model can be a component of support decision-making system for rationalization of organizational structure and for management optimization by trading enterprise.

CRM AS A SUPPORT FOR KNOWLEDGE MANAGEMENT AND CUSTOMER RELATIONSHIP

OpenAIRE

Silvana Toriani; Maria Terezinha Angeloni

2011-01-01

This paper aims to analyze the role of Customer Relationship Management (CRM) as a support for Knowledge Management (KM) and the Customer Relationship Strategy Definition in an Information Technology (IT) Company. This work is based on theories of KM, IT, and Relationship Marketing. Our survey uses a descriptive approach, in which data is gathered by means of content analysis of semi-structured interviews. The study results have shown us that the company implements an effective system for CRM...

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.

Required competencies of occupational physicians: a Delphi survey of UK customers.

Science.gov (United States)

Reetoo, K N; Harrington, J M; Macdonald, E B

2005-06-01

Occupational physicians can contribute to good management in healthy enterprises. The requirement to take into account the needs of the customers when planning occupational health services is well established. To establish the priorities of UK employers, employees, and their representatives regarding the competencies they require from occupational physicians; to explore the reasons for variations of the priorities in different groups; and to make recommendations for occupational medicine training curricula in consideration of these findings. This study involved a Delphi survey of employers and employees from public and private organisations of varying business sizes, and health and safety specialists as well as trade union representatives throughout the UK. It was conducted in two rounds by a combination of computer assisted telephone interview (CATI) and postal survey techniques, using a questionnaire based on the list of competencies described by UK and European medical training bodies. There was broad consensus about the required competencies of occupational physicians among the respondent subgroups. All the competencies in which occupational physicians are trained were considered important by the customers. In the order of decreasing importance, the competencies were: Law and Ethics, Occupational Hazards, Disability and Fitness for Work, Communication, Environmental Exposures, Research Methods, Health Promotion, and Management. The priorities of customers differed from previously published occupational physicians' priorities. Existing training programmes for occupational physicians should be regularly reviewed and where necessary, modified to ensure that the emphasis of training meets customer requirements.

Theoretical disagreement about law

Directory of Open Access Journals (Sweden)

Zdravković Miloš

2014-01-01

Full Text Available As the dominant direction of the study of legal phenomena, legal positivism has suffered criticisms above all from representatives of natural law. Nevertheless, the most complex criticism of legal positivism came from Ronald Dworkin. With the methodological criticism he formed in 'Law's Empire', Dworkin attacked the sole foundations of legal positivism and his main methodological assumptions. Quoting the first postulate of positivism, which understands the law as a fact, Dworkin claims that, if this comprehension is correct, there could be no dispute among jurists concerning the law, except if some of them make an empirical mistake while establishing facts. Since this is not the case, Dworkin proves that this is actually a theoretical disagreement which does not represent a disagreement about the law itself, but about its morality. On these grounds, he rejects the idea of law as a fact and claims that the law is an interpretive notion, which means that disagreements within jurisprudence are most frequently interpretative disagreements over criteria of legality, and not empirical disagreements over historic and social facts.

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...

Customized Pull Systems for Single-Product Flow Lines

NARCIS (Netherlands)

Gaury, E.G.A.; Kleijnen, J.P.C.; Pierreval, H.

1998-01-01

Traditionally pull production systems are managed through classic control systems such as Kanban, Conwip, or Base stock, but this paper proposes ‘customized’ pull control. Customization means that a given production line is managed through a pull control system that in principle connects each stage

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...

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...

Wording in international law

NARCIS (Netherlands)

d' Aspremont, J.

2012-01-01

Since the demise of philosophical foundationalism and that of the Aristotelian idea of an inner meaning of words, scholarship about international law is no longer perceived as a mining activity geared towards the extraction of pre-existing meaning. Rather, international legal scholarship is in a

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...

State aid in the EU law and national law

Directory of Open Access Journals (Sweden)

Divljak Drago

2011-01-01

Full Text Available Due to emphasized negative implications, state aid in contemporary law is more and more the subject of legal rules of supra-national and international law, and consequently it is more and more frequently the subject of national laws. The systems of state aid are based on the principle of general non-allowedness of state aid, which is relativised with wide exceptions and the form of allowed and conditionally allowed forms of state aid. In the EU law, a complex and differentiated system of legal regime on state aid is created aimed at preventing the Member States to protect or promote their companies at the expense or harm of competition within the EU. Compared to the regulations that refer to subsidies and that are created at the international level, within the WTO, these regulations are much more detailed and they cover a wide spectrum of different forms of state aid. National laws are accepting the EU concept as a novelty, which is valid in particular for countries in the process of the EU integrations. This has been done in our law as well by enacting of the Law on state aid control. This Law regulates general conditions for granting, granting control, and utilization of state assistance, with the essential objective to establish and provide for competitive market conditions and introduction of order in the field that has not been regulated previously. At the same time, this means a successful fulfillment of the obligations related to pre-accession harmonization of this field, which is a necessary pre-condition for accession of our country into this group of countries since the EU standards and requirements have been fully observed with the above-mentioned Law.

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.

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.

FISCAL FEATURES SPECIFIC TO INTRA-COMMUNITY TRANSACTIONS OF NEW MEANS OF TRANSPORTATION AND EXCISABLE PRODUCTS

Directory of Open Access Journals (Sweden)

PALIU - POPA LUCIA

2012-06-01

Full Text Available With a view to our country's accession to the Community space, the Romanian legislation has undergone many changes, and we should point out among others those in the tax system, that primarily aims to ensure the functioning of the national economy in the globalization of the economic and social activities worldwide. Although at first sight the new procedures have a positive impact on the development of intra-Community commercial businesses, due to the elimination of customs formalities and hence of the fees paid to customs officials, however there are costs generated by the application of EU law, which should not be neglected. Considering the many situations that arise in carrying out intra-Community commercial transactions, that are aimed at the differentiated tax procedures from the value added tax perspective, we considered appropriate, to address below the tax features related to intra-Community acquisitions and supplies of new means of transport and excisable products, because these are two important categories of goods that generate differential tax treatments, so that after the tax analysis we should be able to draw some relevant conclusions.

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...

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.

Energy Services in Sweden - Customer Relations towards Increased Sustainability

Energy Technology Data Exchange (ETDEWEB)

Sernhed, Kerstin

2008-06-15

Energy use and supply are evident issues to consider for a sustainable development, where the economic, social and environmental aspects are all important. In large grid-bound systems, the supply of energy is usually a rather invisible activity and the contacts between household customers and utilities are sometimes only represented through the energy bill. In this thesis, three particular fields are emphasized where these interactions comes into focus: Electricity peak load problems and load management in households; Energy monitoring and feedback, and; The selling of district heating to households in detached house areas. Improved customer relations in these areas can both increase the energy utilities abilities to compete on the markets and to contribute to an increased sustainable development within the energy sector. The traditional ways to handle peak load problems in the Swedish electricity system have been to build new power plants and to reinforce the electricity grid. However, there are many reasons why solutions should be sought for on the demand-side. This thesis discusses the issues of load management through technical load control of households' electric heating systems and electric water heaters, and through indirect load management with different pricing of electricity.The new Swedish law about monthly accurate billing of electricity for household customers has influenced the electricity network owners to install new automatic meter reading (AMR) systems. Hourly metering can give raise to a new set of data about household electricity use, that can be utilised to provide detailed characteristics of load demand and consumption patterns and serve as a basis for customer segmentation. This information can be useful when developing new energy services, new pricing of electricity, new load management strategies and demand response programs. In this thesis, customer preferences towards feedback on electricity use and different types of billing are

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...

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.

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.

Menciptakan Customer Experience Menggunakan Merk

OpenAIRE

Prabawanti, Benedicta Evienia

2006-01-01

The most brand theory defines brand as identifies only and differentiate one product from another. That means the brand is identity of product that signify ownership and guarantee quality. This paradigm about brand misses the very essences of a brand as rich of sensory, affective, and cognitive associations that result of memorable and rewarding brand experience. The brand experience increases the value of product in customer mind. The Manning Selvage & Lee, a research firm, find that bra...

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.

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

Teaching Consumer Price Discrimination: An Interdisciplinary Case Study for Business Law Students

Science.gov (United States)

Edwards, Matthew A.

2014-01-01

It is generally agreed that price discrimination can, in some circumstances at least, be an extraordinarily unpopular business practice. In late 2000, customers discovered that Amazon.com was varying its prices online for the exact same products. Although the incident is almost fifteen years old, it has become the standard reference in law review…

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.

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.

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.

A GENERALIZATION OF TRADITIONAL KANO MODEL FOR CUSTOMER REQUIREMENTS ANALYSIS

Directory of Open Access Journals (Sweden)

Renáta Turisová

2015-07-01

Full Text Available Purpose: The theory of attractiveness determines the relationship between the technically achieved and customer perceived quality of product attributes. The most frequently used approach in the theory of attractiveness is the implementation of Kano‘s model. There exist a lot of generalizations of that model which take into consideration various aspects and approaches focused on understanding the customer preferences and identification of his priorities for a selling  product. The aim of this article is to outline another possible generalization of Kano‘s model.Methodology/Approach: The traditional Kano’s model captures the nonlinear relationship between reached attributes of quality and customer requirements. The individual attributes of quality are divided into three main categories: must-be, one-dimensional, attractive quality and into two side categories: indifferent and reverse quality. The well selling product has to contain the must-be attribute. It should contain as many one-dimensional attributes as possible. If there are also supplementary attractive attributes, it means that attractiveness of the entire product, from the viewpoint of the customer, nonlinearly sharply rises what has a direct positive impact on a decision of potential customer when purchasing the product. In this article, we show that inclusion of individual quality attributes of a product to the mentioned categories depends, among other things, also on costs on life cycle of the product, respectively on a price of the product on the market.Findings: In practice, we are often encountering the inclusion of products into different price categories: lower, middle and upper class. For a certain type of products the category is either directly declared by a producer (especially in automotive industry, or is determined by a customer by means of assessment of available market prices. To each of those groups of a products different customer expectations can be assigned

Wording in International Law

NARCIS (Netherlands)

d' Aspremont, J.

2012-01-01

Since the demise of philosophical foundationalism and that of the Aristotelian idea of an inner meaning of words, the scholarship about international law is no longer perceived as a mining activity geared towards the extraction of pre-existing meaning. Rather, international legal scholarship is in a

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

Customization of Advia 120 thresholds for canine erythrocyte volume and hemoglobin concentration, and effects on morphology flagging results.

Science.gov (United States)

Grimes, Carolyn N; Fry, Michael M

2014-12-01

This study sought to develop customized morphology flagging thresholds for canine erythrocyte volume and hemoglobin concentration [Hgb] on the ADVIA 120 hematology analyzer; compare automated morphology flagging with results of microscopic blood smear evaluation; and examine effects of customized thresholds on morphology flagging results. Customized thresholds were determined using data from 52 clinically healthy dogs. Blood smear evaluation and automated morphology flagging results were correlated with mean cell volume (MCV) and cellular hemoglobin concentration mean (CHCM) in 26 dogs. Customized thresholds were applied retroactively to complete blood (cell) count (CBC) data from 5 groups of dogs, including a reference sample group, clinical cases, and animals with experimentally induced iron deficiency anemia. Automated morphology flagging correlated more highly with MCV or CHCM than did blood smear evaluation; correlation with MCV was highest using customized thresholds. Customized morphology flagging thresholds resulted in more sensitive detection of microcytosis, macrocytosis, and hypochromasia than default thresholds.

Elements of Pacific public health laws: an analysis of the public health acts of Papua New Guinea, Vanuatu, the Solomon Islands, and Fiji.

Science.gov (United States)

Howse, Genevieve

2012-09-01

Pacific countries are sovereign nations with distinctive histories, ethnicity, customs, primary resources, economies, and health systems. Despite these and other acknowledged differences, similarities exist in many areas such as geography, legal history, and culture. Many share the experience of colonization, with imported British laws and the subsequent experience of independence. Most Pacific countries are also developing countries. This article broadly describes approaches to legislating in public health in Papua New Guinea, Fiji, Vanuatu, and the Solomon Islands and notes common elements in their public health laws, in particular, in relation to administration, allocation of powers and responsibilities, interaction with local government, communicable disease control, and nuisance. The article concludes that many Pacific public health laws could deliver better support for current health policy, more sensitivity to the culture and customs of the region, and better management of public health risk through laws that are better suited to their Pacific environment, easier to understand, more flexible, and more relevant to current health policy.

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.

40 CFR 1508.15 - Jurisdiction by law.

Science.gov (United States)

2010-07-01

... 40 Protection of Environment 32 2010-07-01 2010-07-01 false Jurisdiction by law. 1508.15 Section 1508.15 Protection of Environment COUNCIL ON ENVIRONMENTAL QUALITY TERMINOLOGY AND INDEX § 1508.15 Jurisdiction by law. Jurisdiction by law means agency authority to approve, veto, or finance all or part of the...

CUSTOMER SATISFACTION IN AN SME: A CUSTOMER PERSPECTIVE IN PERCEIVED VALUE AND LOCAL BRAND IMAGE

OpenAIRE

Yulianti F.; Zamrudi Z.

2017-01-01

This study is aimed to understand the relationship of perceived quality and brand image on customer satisfaction of Sasirangan Consumer. The study were taken at Banjarmasin, South Kalimantan Province, Indonesia. The object of this study is SME’s Sasirangan (Kain Sasirangan). The object was taken since it has a deep local wisdom and deep meaning for Banjarmasin society (Banua). The subject taken in this research is youngsters at college. This group of subject taken since today’s youngsters has...

Questioning the Moral Understanding of Law

Directory of Open Access Journals (Sweden)

Pavčnik Marijan

2017-06-01

Full Text Available The primary content-related framework we are bound to are the basic human rights as established in the constitution. These basic rights may change and develop, yet as the heritage of our political and legal culture, they possess such a solid core meaning that only a “dogmatic sceptic” (G. Radbruch can doubt it. In societies with plural values, the moral values expressed by the basic human rights are the most solid moral basis of law. The moral understanding of law is necessarily accompanied by a moral criticism of law. Such criticism is often not pleasing to the authorities, but it cannot be avoided if one wants to live up to our responsibility towards nature, society and future generations. A lawyer who is not interested in these issues and only sticks to the letter of the law acts in a fossilized manner and does not enrich the life that the law is intended for. Legal thought should always have its meaning, as Smole’s Antigone would say.

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.

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.

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...

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...

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...

Evolution of meaning special handbook

CERN Document Server

Wöhlbier, Fred H

2014-01-01

The Evolution of Meaning is based upon the premise that the Universe consists of information processing events. 'Information' is to be understood here not in the bare mathematical sense, but in the full active life/observation/meaning sense. From this viewpoint, the scientific description of Nature is seen to involve not only the fabric of spacetime, material aggregates and the forces acting between them, but also various equally real and fundamental groups of laws and law-like entities, as well as the concepts of subjectivity and value-oriented essential dimensi

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

Ways of radical change of the image of tax and customs officers

Directory of Open Access Journals (Sweden)

Arutiunian V. L.

2018-03-01

Full Text Available the article discusses the problem concerning some changes in image of tax and customs officers. Tax and customs system is a multifunctional structure, therefore, in order to ensure unified application of the legislation, professional training of staff should be organized by means of guidelines, workshop discussions, qualification trainings and other instruments, which should be attended by the employees of territorial and regional tax and customs authorities. Along with implementation of legislative reforms and application of advanced technologies for increase of confidence in tax system and expansion of capabilities, the role of a professional tax officer is of high importance.

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

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...

Discussion series on PURPA related topics: information to customers

Energy Technology Data Exchange (ETDEWEB)

Sturgeon, J I

1980-08-01

This volume relates primarily to Time-of-Day rates standard, PURPA IB(d)3, and deals with the content and methods of providing rate and conservation information to customers when Time-of-Day rates are used. Information to customers in the Demonstration and Pilot Projects fell mainly into four categories: administrative communications; explanations of new rate structures; information and advice on load management; and facts, recommendations and encouragements about energy conservation and end-use improvement. Administrative communications were about such matters as the existence of Projects, their funding, their periods of performance, the selection of their test customers, conditions of participation, procedural changes during the tests, and the time and conditions of ending the tests. These communications were important to good customer cooperation. All Demonstration Projects devoted considerable effort to the crucial task of clearly explaining the rationale of Time-of-Use (TOU) pricing and the test rate structures. The Projects then presented the concept of TOU pricing as a means of (a) fairly charging customers the true cost of their electricity and (b) rewarding them for shifting consumption to times when costs are less. For the most part, Demonstration Projects gave specific information on the individual customer's own rate structure and none on any others that were under test. The information was presented in face-to-face interviews, group presentations, television, radio, and print media, and traveling exhibits. The results are evaluated. (LCL)

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...

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.

Identifying energy customer's willingness to change supplier automatically; Die Wechselbereitschaft von Energiekunden automatisch erkennen

Energy Technology Data Exchange (ETDEWEB)

Reith, Thomas [Hochschule Ulm (Germany)

2012-05-15

One of the main things to aim for in the energy market is to retain lucrative customers. Winning new customers in today's competitive environment, by contrast, is much more difficult and more expensive. Systematic data mining with expanded data bases can yield valuable information for a differentiated analysis of one's existing customer base. If put to use on modern IT equipment it provides an effective means of securing a high degree of customer loyalty without compromising profitability.

A programme law for the French energy policy

International Nuclear Information System (INIS)

Anon.

2005-01-01

A programme law on energy has been published on the 13. of July 2005 to the Official Gazette. By this law, the supply safety will be secured, a competitive price of energy will be guaranteed and the greenhouse effect controlled. The trends of the law are given here as well as the means taken up to make this law enforced. (O.M.)

The Nuclear Safety Convention - does it confirm existing German law, and update international law?

International Nuclear Information System (INIS)

Lindemann, C.

1995-01-01

Some selected examples are discussed that are intended to answer the question of whether the NSC in its essence represents a development in confirmation of existing German nuclear law, and whether, assuming its coming into effect, this Convention will mean a step forward in the development of international law. The author examines the value of this codification of international law as such, and some of the obligations and standards such as retrofitting measures or shutdown of reactors below safety standard, and continues with briefly discussing the relationship between the NSC and nuclear liability law, the planned provisions for radiological protection in Art. 15, and the obligations for transboundary notification of safety-relevant events. These stipulations are analysed in comparison to existing international law, and with a view to their implementation under German law. Some provisions of the NSC that are based on standards of international technical guidance are compared with German regulatory guides. (orig./HP) [de

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.

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...

Customer satisfaction techniques applied to the transport of nuclear fuels to meet ISO 9001:2000 requirements

International Nuclear Information System (INIS)

Fisher, G.K.

2004-01-01

Understanding the needs of potential and existing customers is seen as essential to the continuing success of the nuclear fuel transport business. A recognised process utilised for this is the recording and measurement of customer satisfaction. This paper looks at what customer satisfaction means to BNFL International Transport in terms of, understanding what the customers needs are, supplying those needs or proposing appropriate alternatives, delivering on contractual obligations, in terms of the product or service being supplied to cost and time, listening to the changing needs of customers should this occur and monitoring the perception of customers in terms of performance. Within BNFL as a whole customer satisfaction is managed through the application of a Management Framework. Within this framework are set a number of values, these are focused on acknowledging social and environmental responsibilities while satisfying the needs of customers. Customer satisfaction is a key aspect of this philosophy

Customer satisfaction techniques applied to the transport of nuclear fuels to meet ISO 9001:2000 requirements

Energy Technology Data Exchange (ETDEWEB)

Fisher, G.K. [BNFL (United Kingdom)

2004-07-01

Understanding the needs of potential and existing customers is seen as essential to the continuing success of the nuclear fuel transport business. A recognised process utilised for this is the recording and measurement of customer satisfaction. This paper looks at what customer satisfaction means to BNFL International Transport in terms of, understanding what the customers needs are, supplying those needs or proposing appropriate alternatives, delivering on contractual obligations, in terms of the product or service being supplied to cost and time, listening to the changing needs of customers should this occur and monitoring the perception of customers in terms of performance. Within BNFL as a whole customer satisfaction is managed through the application of a Management Framework. Within this framework are set a number of values, these are focused on acknowledging social and environmental responsibilities while satisfying the needs of customers. Customer satisfaction is a key aspect of this philosophy.

The Need to Remove the Civil Code from Mexican Commercial Laws: The Case of “Offers” and “Firm Promises”

OpenAIRE

Iturralde González, Raúl

2017-01-01

Abstract: In 1889, then Mexican President Porfirio Díaz enacted the Mexican Commercial Code that is still in force today. This code was inspired on the Napoleonic code of 1807. Unfortunately, the Mexican code eliminated the use of commercial customs and practices as an accepted method for breaching gaps in commercial law. Since then, Mexican commercial law has held the civil code as the basis for dealing with gaps and loopholes in the application of commercial law. This has prevented the furt...

Reduced energy conservation law for magnetized plasma

International Nuclear Information System (INIS)

Sosenko, P.P.; Decyk, V.K.

1994-01-01

A global energy conservation law for a magnetized plasma is studied within the context of a quasiparticle description. A reduced energy conservation law is derived for low-frequency, as compared to the gyromagnetic frequency, plasma motions with regard to both non-uniform mean flows and fluctuations in the plasma. The mean value of plasma energy is calculated and sufficient stability conditions for non-equilibrium plasmas are derived. (orig.)

Custom vs conventional PRK: a prospective, randomized, contralateral eye comparison of postoperative visual function.

Science.gov (United States)

Mifflin, Mark D; Hatch, Bryndon B; Sikder, Shameema; Bell, James; Kurz, Christopher J; Moshirfar, Majid

2012-02-01

To determine whether VISX S4 (VISX Inc) custom photorefractive keratectomy (PRK) results in better visual outcomes than VISX S4 conventional PRK. Photorefractive keratectomy was performed on 80 eyes from 40 patients in this randomized, prospective, contralateral eye study. Dominant eyes were randomized to one group with the fellow eye receiving the alternate treatment. Primary outcome measures included uncorrected distance visual acuity (UDVA), corrected distance visual acuity (CDVA), contrast sensitivity, and root-mean-square (RMS) higher order aberrations. Mean UDVA was -0.023±0.099 (20/19) in the custom group and -0.044±0.080 (20/18) in the conventional group 6 months after surgery (P=.293). Mean CDVA was -0.073±0.067 (20/17) in the custom group and -0.079±0.071 (20/17) in the conventional group 6 months after surgery (P=.659). Total higher order aberration RMS and spherical aberration increased in both groups compared to preoperative values (PPRK were shown to be safe and effective with excellent visual acuity and contrast sensitivity performance at 6 and 12 months. Conventional PRK induced more coma than custom PRK; however, this did not seem to correlate with clinical outcomes. Copyright 2012, SLACK Incorporated.

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.

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

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...

Customer Relationship Management (Crm) Berbasis Web Untuk Meningkatkan Daya Saing Toko Online

OpenAIRE

Kholil, Ishak

2017-01-01

Customer Relationship Management (CRM) is a thorough business strategy of a company that enables the company to effectively manage relationships with customers. relationships with CRM information technology is very important because without good information technology capabilities in managing information within the organization, CRM will be paralyzed and has no meaning. Synergy of these two things are needed what today's technology era. To generate a reliable performance of the organization m...

Compliance to the smoke-free law in Guatemala 5-years after implementation.

Science.gov (United States)

Barnoya, Joaquín; Monzon, Jose C; Briz, Paulina; Navas-Acien, Ana

2016-04-12

Smoke-free environments decrease smoking prevalence and consequently the incidence of heart disease and lung cancer. Due to issues related to poor enforcement, scant data is currently available from low/middle income countries on the long-term compliance to smoke-free laws. In 2006, high levels of secondhand smoke (SHS) were found in bars and restaurants in Guatemala City. Six months after a smoking ban was implemented in 2009, levels significantly decreased. However, in 2010, poor law compliance was observed. Therefore, we sought to assess long-term compliance to the ban using SHS measurements. In 2014 we assessed SHS exposure using airborne nicotine monitors in bars (n = 9) and restaurants (n = 12) for 7 days using the same protocol as in 2006 and in 2009. Nicotine was measured using gas-chromatography (μg/m(3)) and compared to levels pre- (2006) and post-ban (2009). Employees responded to a survey about SHS exposure, perceived economic impact of the ban and customers' electronic cigarette use. In addition, we estimated the fines that could have been collected for each law infringement. Most (71 %) venues still have a smoking section, violating the law. The percentage of samples with detectable nicotine concentrations was 100, 85 and 43 % in 2006, 2009 and 2014, respectively. In bars, median (25(th) and 75(th) percentiles) nicotine concentrations were 4.58 μg/m(3) (1.71, 6.45) in 2006, 0.28 (0.17, 0.66) in 2009, and 0.59 (0.01, 1.45) in 2014. In restaurants, the corresponding medians were 0.58 μg/m(3) (0.44, 0.71), 0.04 (0.01, 0.11), and 0.01 (0.01, 0.09). Support for the law continues to be high (88 %) among bar and restaurant employees. Most employees report no economic impact of the law and that a high proportion of customers (78 %) use e-cigarettes. A total of US$50,012 could have been collected in fines. Long-term compliance to the smoking ban in Guatemala is decreasing. Additional research that evaluates the determinants of non

Factors Affecting The Customer Saving in KC Singkawang Bank Syariah Mandiri

Directory of Open Access Journals (Sweden)

Maulina Fera

2017-10-01

Full Text Available This study aims to determine how much influence the product factor, quality of services provided, offered profit sharing ratio and religiosity factor customers to save customers' interest in Bank Syariah Mandiri (BSM KC Singkawang. The research location is in Singkawang, where people Singkawang has a multi-ethnic city that consists of three (3 the largest ethnic Chinese, Malay and Dayak. This underlying this research. The method used is an associative method, the data collection technique of distributing questionnaires to the respondents to explore related information about the factors that affect customers save on BSM KC Singkawang. This research resulted in the coefficient of determination (R2 of 0443 which means that the variable products, services, revenue sharing and religiosity can explain the customer's decision in BSM KC Singkawang saving of 44.3%. While the remaining 55.7% is influenced by other factors not included in this research model.

Implementation of production function of labor law as a means of achieving the social stability in Russia

Directory of Open Access Journals (Sweden)

Tatyana Aleksandrovna Izbiyenova

2015-09-01

Full Text Available Objective to determine the role and importance of the production function in the Russian labor law under modern conditions. Methods general comparative analysis abstraction analysis synthesis and speciallegal methods method of comparative law analysis technicallegal method etc.. Results the study proved the necessity of amendment in the civil law in terms of giving workers39 representatives the right to participate in the work of collective bodies of legal entities. The existing approaches to the formation of the management bodies do not allow to discuss the possibility of successful implementation of the production function of labour law. Scientific novelty for the first time by the examples of industrial democracy implementation in some foreign countries and in the Russian Federation the role and significance of industrial democracy was studied as the form of implementation of the production function of labour law. Practical significance the main provisions and conclusions of the article can be used in research activities when considering the functions of the Russian labour law and also in standardsetting activities for the improvement of normative legal acts. nbsp

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....

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...

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, ...

Quality evaluation in health care services based on customer-provider relationships.

Science.gov (United States)

Eiriz, Vasco; Figueiredo, José António

2005-01-01

To develop a framework for evaluating the quality of Portuguese health care organisations based on the relationship between customers and providers, to define key variables related to the quality of health care services based on a review of the available literature, and to establish a conceptual framework in order to test the framework and variables empirically. Systematic review of the literature. Health care services quality should not be evaluated exclusively by customers. Given the complexity, ambiguity and heterogeneity of health care services, the authors develop a framework for health care evaluation based on the relationship between customers (patients, their relatives and citizens) and providers (managers, doctors, other technical staff and non-technical staff), and considering four quality items (customer service orientation, financial performance, logistical functionality and level of staff competence). This article identifies important changes in the Portuguese health care industry, such as the ownership of health care providers. At the same time, customers are changing their attitudes towards health care, becoming much more concerned and demanding of health services. These changes are forcing Portuguese private and public health care organisations to develop more marketing-oriented services. This article recognises the importance of quality evaluation of health care services as a means of increasing customer satisfaction and organisational efficiency, and develops a framework for health care evaluation based on the relationship between customers and providers.

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,

Biochemically verified smoking cessation and vaping beliefs among vape store customers.

Science.gov (United States)

Tackett, Alayna P; Lechner, William V; Meier, Ellen; Grant, DeMond M; Driskill, Leslie M; Tahirkheli, Noor N; Wagener, Theodore L

2015-05-01

To evaluate biochemically verified smoking status and electronic nicotine delivery systems (ENDS) use behaviors and beliefs among a sample of customers from vapor stores (stores specializing in ENDS). A cross-sectional survey of 215 adult vapor store customers at four retail locations in the Midwestern United States; a subset of participants (n = 181) also completed exhaled carbon monoxide (CO) testing to verify smoking status. Outcomes evaluated included ENDS preferences, harm beliefs, use behaviors, smoking history and current biochemically verified smoking status. Most customers reported starting ENDS as a means of smoking cessation (86%), using newer-generation devices (89%), vaping non-tobacco/non-menthol flavors (72%) and using e-liquid with nicotine strengths of ≤20 mg/ml (72%). There was a high rate of switching (91.4%) to newer-generation ENDS among those who started with a first-generation product. Exhaled CO readings confirmed that 66% of the tested sample had quit smoking. Among those who continued to smoke, mean cigarettes per day decreased from 22.1 to 7.5 (P customers in the United States who use electronic nicotine delivery devices to stop smoking, vaping longer, using newer-generation devices and using non-tobacco and non-menthol flavored e-liquid appear to be associated with higher rates of smoking cessation. © 2015 Society for the Study of Addiction.

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...

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.

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.

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.

AN EXPLORATO RY STUDY ON CUSTOME R SATISFACTION IN A PHYSIOTHERAPY SERVICES ENVIRONMENT

Directory of Open Access Journals (Sweden)

Gabriel Sperandio Milan

2008-01-01

Full Text Available This article approaches the relation of the satisfaction with the retention and the possible customers loyalty in an environment of services. Such relation is based by means the conceptual rescue of the satisfaction, having inserted the perceived quality as one of its antecedents, foreseeing the retention and the customers loyalty as waited result. The work presents an exploratory study by means of a qualitative boarding next to physiotherapy services users of a Health Care Plan. Initially, a revision of the literature is presented that consolidates the importance of the customer satisfaction, identifying probable benefits and components for the decision taking. To follow, the applied study is presented, that allows to deepen the agreement regarding the types of patient that they use the physiotherapy services of the Health Care Plan in analysis and which the aspects related to the service quality that more they influence its degree of satisfaction.

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 ...

The green electricity market model. Proposal for an optional, cost-neutral direct marketing model for supplying electricity customers; Das Gruenstrommarktmodell. Vorschlag fuer ein optionales und kostenneutrales Direktvermarktungsmodell zur Versorgung von Stromkunden

Energy Technology Data Exchange (ETDEWEB)

Heinemann, Ronald [NATURSTROM AG, Berlin (Germany)

2014-07-01

One of the main goals of the Renewable Energy Law (EEG) is the market integration of renewable energy resources. For this purpose it has introduced compulsory direct marketing on the basis of a moving market premium. At the same time the green electricity privilege, a regulation which made it possible for customers to be supplied with electricity from EEG plants, has been abolished without substitution with effect from 1 August 2014. This means that, aside from other direct marketing channels, which will not be economically viable save for in a few exceptional cases, it will no longer be possible in future to sell electricity from EEG plants to electricity customers under the designation ''electricity from renewable energy''. The reason for this is that electricity sold under the market premium model can no longer justifiably be said to originate from renewable energy. As a consequence, almost all green electricity products sold in Germany carry a foreign green electricity certificate.

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...

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.

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.

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.

MEANS AND METHODS OF CYBER WARFARE

Directory of Open Access Journals (Sweden)

Dan-Iulian VOITAȘEC

2016-06-01

Full Text Available According to the Declaration of Saint Petersburg of 1868 “the only legitimate object which States should endeavor to accomplish during war is to weaken the military forces of the enemy”. Thus, International Humanitarian Law prohibits or limits the use of certain means and methods of warfare. The rapid development of technology has led to the emergence of a new dimension of warfare. The cyber aspect of armed conflict has led to the development of new means and methods of warfare. The purpose of this paper is to study how the norms of international humanitarian law apply to the means and methods of cyber warfare.

Globalization, Inequality & International Economic Law

Directory of Open Access Journals (Sweden)

Frank J. Garcia

2017-04-01

Full Text Available International law in general, and international economic law in particular, to the extent that either has focused on the issue of inequality, has done so in terms of inequality between states. Largely overlooked has been the topic of inequality within states and how international law has influenced that reality. From the perspective of international economic law, the inequality issue is closely entwined with the topics of colonialism and post-colonialism, the proper meaning of development, and globalization. While international economic law has undoubtedly contributed to the rise of inequality, it is now vital that the subject of international economic law be examined for how it may contribute to the lessening of inequality. To do so will require a shift in the way that we think, in order to address inequality as a problem of an emerging global market society, and how best to regulate that society and its institutions.

Temperature, transitivity, and the zeroth law

DEFF Research Database (Denmark)

Bergthorsson, Bjørn

1977-01-01

Different statements of the zeroth law are examined. Two types of statements—which characterize two aspects of temperature—are found. A new formulation of the zeroth law is given and a corollary is stated. By means of this corollary it is shown how temperature and transitivity are used to disclose...

17 CFR 1.67 - Notification of final disciplinary action involving financial harm to a customer.

Science.gov (United States)

2010-04-01

... disciplinary action involving financial harm to a customer. 1.67 Section 1.67 Commodity and Securities... Miscellaneous § 1.67 Notification of final disciplinary action involving financial harm to a customer. (a) Definitions. For purposes of this section: (1) Final disciplinary action means any decision by or settlement...

Center-vortex baryonic area law

International Nuclear Information System (INIS)

Cornwall, John M.

2004-01-01

We correct an unfortunate error in an earlier work of the author, and show that in the center-vortex picture of QCD [gauge group SU(3)] the asymptotic quenched baryonic area law is the so-called Y law, described by a minimal area with three surfaces spanning the three quark world lines and meeting at a central Steiner line joining the two common meeting points of the world lines. (The earlier claim was that this area law was a so-called Δ law, involving three extremal areas spanning the three pairs of quark world lines.) By asymptotic we mean the Y law holds at asymptotically large quark separations from each other; at separations of the order of the gauge-theory scale length, there may be Δ-like contributions. We give a preliminary discussion of the extension of these results to SU(N),N>3. These results are based on the (correct) baryonic Stokes' theorem given in the earlier work claiming a Δ law. The Y-form area law for SU(3) is in agreement with the most recent lattice calculations

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

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.

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...

LEGAL PROTECTION FOR CUSTOMER SEGREGATED ACCOUNT OWNER FROM LOSS DUE TO THE BANKCRUPTY OF FUTURES BROKERAGE FIRM

Directory of Open Access Journals (Sweden)

Yessy Meryantika Sari

2016-05-01

Full Text Available Commodity futures trading is a business activity that is complex and involves many parties including Client Segregated Account and Brokerage Company. This business promises huge benefits but ba-lanced with a high risk of loss. Therefore, a potential event of bankruptcy. Customer as the owner of the funds which mandated funds to the brokerage company to be managed for purposes of the transaction, should get legal protection from potential losses due to bankruptcy of futures brokerage firm. The spirit of the law in protection for customers is reflected in the preamble of le-gal norms futures trading as further elaborated in the general legal provisions stipulated in the Fu-tures Trading Act.

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

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.

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

KEBERADAAN KONSEP RULE BY LAW (NEGARA BERDASARKAN HUKUM DIDALAM TEORI NEGARA HUKUM THE RULE OF LAW

Directory of Open Access Journals (Sweden)

Made Hendra Wijaya

2013-11-01

Full Text Available This research titled, the existence of the concept of rule by law (state law within thestate theories of law the rule of law, which is where the first problem: How can theadvantages of Rule by Law in the theory of law Rule of Law?, How is the dis advantages of aconcept of Rule by law in the theory of law Rule of Law.This research method using the method of normative, legal research that examines thewritten laws of the various aspects, ie aspects of the theory, history, philosophy, comparative,structure and composition, scope, and content, consistent, overview, and chapter by chapter,formality, and the binding force of a law, and the legal language used, but did not examine orimlementasi applied aspects. By using this approach of Historical analysis and approach oflegal conceptual analysis.In this research have found that the advantages of the concept of Rule by Law lies in theproviding of certainty, can also be social control for the community, thus ensuring all citizensin good order at all reciprocal relationships within the community. And Disadvantages of theconcept of Rule by Law if the Law which legalized state action is not supported by democracyand human rights, and the principles of justice, there will be a denial of human rights,widespread poverty, and racial segregation, and if the law is only utilized out by theauthorities as a means to legalize all forms of actions that violate human can inflicttotalitarian nature of the ruling

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.

Management Challenges of Launching Multiple Payloads for Multiple Customers

OpenAIRE

Callen, Dave

1999-01-01

Orbital has provided launch services for multiple satellites as a means to provide greater economy for access to space. These include satellites from NASA, 000, commercial companies, universities, and foreign governments. While satellite customers view shared launches as a means to achieve reduced launch costs, this approach adds many complexities that a traditional launch service provider does not have to address for a dedicated launch. This paper will discuss some of the challenges associat...

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.

Are the EU Member States Ready for the New Union Customs Code: Emerging Legal Issues On the National Level

Directory of Open Access Journals (Sweden)

Valantiejus Gediminas

2017-06-01

Full Text Available In 2016, the European Union has launched a new and ambitious project for the future regulation of international trade in the European Union and the rules of its taxation: since the 1 May 2016, the new Union Customs Code (UCC has entered into force. It revokes the old Community Customs Code (CCC, which was applied since 1992, and passed in the form of EU regulation sets brand-new rules for the application of Common Customs Tariff and calculation of customs duties (tariffs in all the EU Member States. It is oriented to the creation of the paperless environment for the formalisation of international trade operations (full electronic declaration of customs procedures and ensuring of a more uniform administration of customs duties in the tax and customs authorities of the Member States in the European Union. Therefore, the article raises and seeks to answer the problematic question whether the Member States of the European Union themselves are ready to implement these ambitious goals and does the actual practice of the Member States support that (considering the practice of the Republic of Lithuania. The research, which is based on the analysis of case law in the Republic of Lithuania (case study of recent tax disputes between the taxpayers and customs authorities that arose immediately before and after the entry into force of the UCC, leads to the conclusion that many problematic areas that may negatively impact the functioning of the new Customs Code remain and must be improved, including an adoption of new legislative solutions.

Plenty of frauds. Increase of delinquency or better customs controls?

International Nuclear Information System (INIS)

D'Erceville, H.

1997-01-01

In 1995, the French taxation authorities have identified 1849 violations of law concerning the petroleum products, which correspond to a 53% increase with respect to 1994. The discovery of these frauds has permitted the recovery of 85 millions of French Francs (MFF) of taxes and rights, from which 61.1 MFF correspond to the internal tax on petroleum products (TIPP). In France, the TIPP represents 65% of the customs receipts and about 10% of the gross fiscal receipt of the general budget of the nation. Such delinquency actions can exist at any step of the petroleum file from the production to the storage of petroleum products. (J.S.)

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

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)

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...

Clustering Methods Application for Customer Segmentation to Manage Advertisement Campaign

Directory of Open Access Journals (Sweden)

Maciej Kutera

2010-10-01

Full Text Available Clustering methods are recently so advanced elaborated algorithms for large collection data analysis that they have been already included today to data mining methods. Clustering methods are nowadays larger and larger group of methods, very quickly evolving and having more and more various applications. In the article, our research concerning usefulness of clustering methods in customer segmentation to manage advertisement campaign is presented. We introduce results obtained by using four selected methods which have been chosen because their peculiarities suggested their applicability to our purposes. One of the analyzed method k-means clustering with random selected initial cluster seeds gave very good results in customer segmentation to manage advertisement campaign and these results were presented in details in the article. In contrast one of the methods (hierarchical average linkage was found useless in customer segmentation. Further investigations concerning benefits of clustering methods in customer segmentation to manage advertisement campaign is worth continuing, particularly that finding solutions in this field can give measurable profits for marketing activity.

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

Radiation protection officers in customs : an experience in Paraguay

International Nuclear Information System (INIS)

Oscar Bordon

2008-01-01

The September 11, 2001 events unleashed an offensive of the United States government to detect devices that could suppose a terrorist threat. One U.S. program entitled the Container Security Initiative affected all the customs in the world. All the countries desiring commerce with the USA must be signatory to the program; otherwise its products will not arrive to the U.S. ports. With that imposition Customs began to invest more in non-intrusive means of detection. The introduction of new equipment into the Customs environment forced the institution to enter a new area called radiation protection. The beginning was difficult due to the lack of knowledge concerning procedures in the ionizing radiation field. Not one legal regulation was known. Fortunately, the regulatory authority followed the purchase of the scanner and communicated the necessity of a license to operate and demanded that a qualified person in the radiation protection area be hired. Initially the main goal required the officer to obtain the license; however, this took some time because neither national nor international norms for scanners in Customs existed. At that time the recommendations of the regulatory authority were essential. Therefore, several procedures were adapted, thus reinforcing the necessity of specific rules for scanners in Customs. The support of the Customs director was essential. A department of radiation protection was created. Immediately a series of informative classes about radiation protection was administered producing changes in the minds of the employees, especially concerning the safety of working with ionizing radiation. This paper discusses the role of the radiation protection officer within Customs, the difficulties of this position, and the benefits that the collaboration of the officer can bring towards the construction of a safety culture in this institution. (author)

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...

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...

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...

Application of Gray Relational Analysis Method in Comprehensive Evaluation on the Customer Satisfaction of Automobile 4S Enterprises

Science.gov (United States)

Cenglin, Yao

The car sales enterprises could continuously boost sales and expand customer groups, an important method is to enhance the customer satisfaction. The customer satisfaction of car sales enterprises (4S enterprises) depends on many factors. By using the grey relational analysis method, we could perfectly combine various factors in terms of customer satisfaction. And through the vertical contrast, car sales enterprises could find specific factors which will improve customer satisfaction, thereby increase sales volume and benefits. Gray relational analysis method has become a kind of good method and means to analyze and evaluate the enterprises.

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.

Customization of a generic 3D model of the distal femur using diagnostic radiographs.

Science.gov (United States)

Schmutz, B; Reynolds, K J; Slavotinek, J P

2008-01-01

A method for the customization of a generic 3D model of the distal femur is presented. The customization method involves two steps: acquisition of calibrated orthogonal planar radiographs; and linear scaling of the generic model based on the width of a subject's femoral condyles as measured on the planar radiographs. Planar radiographs of seven intact lower cadaver limbs were obtained. The customized generic models were validated by comparing their surface geometry with that of CT-reconstructed reference models. The overall mean error was 1.2 mm. The results demonstrate that uniform scaling as a first step in the customization process produced a base model of accuracy comparable to other models reported in the literature.

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...

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...

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.

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.

19 CFR 10.702 - Definitions.

Science.gov (United States)

2010-04-01

... a claim that a good is entitled to the duty rate applicable under the US-JFTA; (b) Customs authority. “Customs authority” means the competent authority that is responsible under the law of a country for the... 19 Customs Duties 1 2010-04-01 2010-04-01 false Definitions. 10.702 Section 10.702 Customs Duties...

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

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

Organizational changes and automation: By means of a customer-oriented policy the so-called 'island culture' disappears: Part 2

International Nuclear Information System (INIS)

Van Gelder, J.W.

1994-01-01

Automation offers great opportunities in the efforts of energy utilities in the Netherlands to reorganize towards more customer-oriented businesses. However, automation in itself is not enough. First, the organizational structure has to be changed considerably. Various energy utilities have already started on it. The restructuring principle is the same everywhere, but the way it is implemented differs widely. In this article attention is paid to different customer information systems. These systems can put an end to the so-called island culture within the energy utility organizations. The systems discussed are IRD of Systema and RIVA of SAP (both German software businesses), and two Dutch systems: Numis-2000 of Multihouse and KIS/400 of NUON Info-Systemen

Services Supporting the Customer

DEFF Research Database (Denmark)

Gremyr, Ida; Halldorsson, Arni; Hsuan, Juliana

2017-01-01

This paper focuses on customer and user experience of advanced service offerings, focusing mechanisms such as e.g. feedback processes as a means to utilise and learn from users’ experiences. The purpose is to understand how servitization changes the constellation of actors in aftermarket value...... creation, and what mechanisms are needed for firms to exploit the interactions in these new constellation as a basis for service improvement and development. By studying two manufacturing firms offering advanced services, this paper points to changed actor configurations (both intra- and inter......-organisational) and interaction mechanisms (existing and new) when transitioning to offering more advanced services such as “services supporting customers”....

Assumptions of Customer Knowledge Enablement in the Open Innovation Process

Directory of Open Access Journals (Sweden)

Jokubauskienė Raminta

2017-08-01

Full Text Available In the scientific literature, open innovation is one of the most effective means to innovate and gain a competitive advantage. In practice, there is a variety of open innovation activities, but, nevertheless, customers stand as the cornerstone in this area, since the customers’ knowledge is one of the most important sources of new knowledge and ideas. Evaluating the context where are the interactions of open innovation and customer knowledge enablement, it is necessary to take into account the importance of customer knowledge management. Increasingly it is highlighted that customers’ knowledge management facilitates the creation of innovations. However, it should be an examination of other factors that influence the open innovation, and, at the same time, customers’ knowledge management. This article presents a theoretical model, which reveals the assumptions of open innovation process and the impact on the firm’s performance.

The Relation between Law and Fraternity as a Promotional Instrument for Human Dignity in Labor Law

Directory of Open Access Journals (Sweden)

Guilherme Domingos de Luca

2015-12-01

Full Text Available Examine in this study as a problem, the relationship of law and Fraternity as a promotional instrument of Human Dignity in Labour Law, pointing out the means by which positive law has constitutionalized the fundamental guarantees of man labor law. Understand the relationship of human labor versus the dignity of the human person, and the idea of fraternity as a promotional function. The research was based on bibliographic compared. The main object is to understand the role of the fraternity and the right to promote dignity in labor law. Specifically, to understand the role of the principle of brotherhood and human dignity in the protection of labor Fundamental Rights. It is a guided research in the hypothetical-deductive research method, starting from the hypothesis that the community contributes to the correct application of the law as the dignity of labor instrument.

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.

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...

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.

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...

RECOGNITION OF THE CUSTOMARY LAND LAW IN THE CONSTITUTION OF INDONESIA AND MALAYSIA

Directory of Open Access Journals (Sweden)

Datu Bua Napoh

2015-12-01

Full Text Available Recognition of customary land law is very important for indigenous peoples in their daily lives to protect the existence of the preservation of customary law itself, because this is a traditional lands where they carry out their daily routines and develop their traditional habits which categorized as unique and different from other areas. In Indonesia, the customary land law is recognized as long as it really exists and does not contradict the higher principle and state law. We can see it in article 3 UUPA in 1960, and article 18b paragraph 1945 Constitution of the Republic of Indonesia; while in Malaysia, customary land law is also protected in the Constitution of Malaysia Certificate 134, Original Certificate in 1954. Moreover, the recognition of indigenous land has also been described by the "UN Declaration on the Rights of Indigenous Peoples in articles 8, 10, 26, 29, 30, 32", the UN explains how they give great recognition of the law of customary land to provide rights and obligations to society custom to protect the existence and preservation of the traditions that they get from their ancestors.

ABOUT THE RECENT INTERPRETATION OF CJEU IN THE MATTER OF UNFAIR TERMS OF CONSUMER CREDIT CONTRACTS RELEVANT MEANINGS FOR THE NATIONAL CASE LAW

Directory of Open Access Journals (Sweden)

Gina Orga-Dumitriu

2014-11-01

Full Text Available The original formula established by the EU legislator for the repression of unfair terms (by the use of the criteria for the establishment of the abusive character – the lack of negotiation of the clause, the significant unbalance between the rights and obligations of the parties and the infringement, by the professional, of the good faith requirement was consolidated by the developments made at case law level through the exercise, by the Court in Luxembourg, of its interpretative function. The study starts with a diachronic view of the solutions that highlighted the manifest tendency of CJEU to provide the effective protection of consumers by the admission of the judicial control performed ex officio over the unfair terms in Océano Grupo, Mostaza Claro and Cofidis, such judgments being also reconfirmed on occasion of the ulterior interventions from Pannon GSM, Asturcom Telecomunicaciones and Pénzügyi Lízing or, with particular reference to the consumer credit contracts, in Banco Español de Crédito and, lately, in Aziz (I. Afterwards, following a general description of the casuistic background of the disputes between credit consumers and banks in Romania (II, the analysis of the juridical meanings of the interpretations related to the recent Kásler case law from the 30th of April 2014, respectively Sánchez Morcillo and Abril García case laws from the 17th of July 2014 may not be extended also by the realistic assessment of the effects thereof in our national law and of the (potential implications that are relevant for the Romanian courts of law (III.

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...

46 CFR 4.03-55 - Law enforcement officer.

Science.gov (United States)

2010-10-01

... 46 Shipping 1 2010-10-01 2010-10-01 false Law enforcement officer. 4.03-55 Section 4.03-55 Shipping COAST GUARD, DEPARTMENT OF HOMELAND SECURITY PROCEDURES APPLICABLE TO THE PUBLIC MARINE CASUALTIES AND INVESTIGATIONS Definitions § 4.03-55 Law enforcement officer. Law enforcement officer means a Coast Guard commissioned, warrant or petty officer...

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.

CRM AS A SUPPORT FOR KNOWLEDGE MANAGEMENT AND CUSTOMER RELATIONSHIP

Directory of Open Access Journals (Sweden)

Silvana Toriani

2011-05-01

Full Text Available This paper aims to analyze the role of Customer Relationship Management (CRM as a support for Knowledge Management (KM and the Customer Relationship Strategy Definition in an Information Technology (IT Company. This work is based on theories of KM, IT, and Relationship Marketing. Our survey uses a descriptive approach, in which data is gathered by means of content analysis of semi-structured interviews. The study results have shown us that the company implements an effective system for CRM, in which the system users transform data into information and knowledge in order to support decision-making and strategy definition.

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...

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.

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...

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...

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....

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.

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.

Taylor's law and body size in exploited marine ecosystems.

Science.gov (United States)

Cohen, Joel E; Plank, Michael J; Law, Richard

2012-12-01

Taylor's law (TL), which states that variance in population density is related to mean density via a power law, and density-mass allometry, which states that mean density is related to body mass via a power law, are two of the most widely observed patterns in ecology. Combining these two laws predicts that the variance in density is related to body mass via a power law (variance-mass allometry). Marine size spectra are known to exhibit density-mass allometry, but variance-mass allometry has not been investigated. We show that variance and body mass in unexploited size spectrum models are related by a power law, and that this leads to TL with an exponent slightly <2. These simulated relationships are disrupted less by balanced harvesting, in which fishing effort is spread across a wide range of body sizes, than by size-at-entry fishing, in which only fish above a certain size may legally be caught.

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...

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...