WorldWideScience

Sample records for hue test customized

  1. The Normal Color Vision Evaluated With FM 100-hue Test

    Institute of Scientific and Technical Information of China (English)

    1993-01-01

    One hundred and twenty normal subjects (240 eyes) agedfrom 10 to 69 were tested with FM 100-hue test.They were divided into6 groups according to their age.It was shown that there were no statisti-cally significant difference in the total error score (TES) between the malesand females or between the right and left eyes,but there existed some rela-tionships between the TES and age.The total error score (TES) was thelowest in the 20-29 age group and increased gradually with aging.Theanalysis of the partial...

  2. Hue manifold.

    Science.gov (United States)

    Tokunaga, Rumi; Logvinenko, Alexander D

    2010-12-01

    It is generally accepted that hues can be arranged so as to make a circle. The circular representation of hue has been supported by multidimensional scaling, which allows for the representation of a set of colored papers as a configuration in a Euclidean space where the distances between the papers correspond to the perceptual dissimilarities between them. In particular, when papers of various hues are evenly illuminated, they are arranged in a one-dimensional circular configuration. However, under variegated illumination we show that the same papers in fact make a two-dimensional configuration that resembles a torus.

  3. A simple modification of the Farnsworth-Munsell 100-Hue test for much faster assessment of color vision

    Directory of Open Access Journals (Sweden)

    Supriyo Ghose

    2014-01-01

    Full Text Available Purpose: The Farnsworth-Munsell (FM 100-hue test is well known but is also time consuming, especially its analytical component. To reduce this needless time-waste during precious working hours, a simple modification was devised. Design: Prospective, comparative, observational study. Materials and Methods: A transparent clear plastic carrier box replaced the opaque one, allowing ready digital photodocumentation of top and bottom without even opening the box, or handling/inverting the caps -200 reportedly normals and 50 known color vision defectives could be easily tested on this modified-FM and results stored, allowing rapid turnover. The captured scores with patient ID were analyzed, at leisure, outside hospital time, saving 45-60 minutes/patient. After recording, the box was promptly handed over to the next subject for rearrangement. Times taken for test/patient were recorded. Results: Running time was reduced from 60-75 min to ~15 min/patient with no waste of invaluable lab hours. Turnover time is limited to capturing two photographs (~60 sec. The box is relatively cheap and easy to maintain. Conclusions: Our simplified FM 100-hue test allowed rapid assessment of color visions with easy data storage of both top and bottom.

  4. Unique hue judgments as a function of test size in the fovea and at 20-deg temporal eccentricity

    Science.gov (United States)

    Nerger, Janice L.; Volbrecht, Vicki J.; Ayde, Corey J.

    1995-06-01

    Unique hue loci were measured for four observers in the fovea and at 20-deg temporal eccentricity as a function of test size. Eccentric measurements were made on the cone plateau following a rod bleach. The results indicate that unique yellow remains approximately invariant with respect to test size and retinal eccentricity, whereas unique blue and unique green shift to longer wavelengths with increasing test size. The locus of unique blue in the periphery reaches an asymptote at approximately the same wavelength as that from the foveal measurements, whereas unique green measured in the periphery is consistently at shorter wavelengths than in the fovea. In general, the data are best described by a model in which the short-wavelength-sensitive cone input to the two opponent-color channels decreases with decreasing test size and increasing retinal eccentricity.

  5. Hue discrimination, unique hues and naming.

    Science.gov (United States)

    Bachy, Romain; Dias, Jérôme; Alleysson, David; Bonnardel, Valérie

    2012-02-01

    The hue discrimination curve (HDC) that characterizes performances over the entire hue circle was determined by using sinusoidally modulated spectral power distributions of 1.5 c/300 nm with fixed amplitude and twelve reference phases. To investigate relationship between hue discrimination and appearance, observers further performed a free color naming and unique hue tasks. The HDC consistently displayed two minima and two maxima; discrimination is optimal at the yellow/orange and blue/magenta boundaries and pessimal in green and in the extra-spectral magenta colors. A linear model based on Müller zone theory correctly predicts a periodical profile but with a phase-opponency (minima/maxima at 180° apart) which is inconsistent with the empirical HDC's profile.

  6. 19 CFR 151.54 - Testing by Customs laboratory.

    Science.gov (United States)

    2010-04-01

    ... 19 Customs Duties 2 2010-04-01 2010-04-01 false Testing by Customs laboratory. 151.54 Section 151.54 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY; DEPARTMENT OF... Other Metal-Bearing Materials § 151.54 Testing by Customs laboratory. Samples taken in accordance...

  7. Psychophysical Evaluation of Congenital Colour Vision Deficiency: Discrimination between Protans and Deutans Using Mollon-Reffin's Ellipses and the Farnsworth-Munsell 100-Hue Test.

    Science.gov (United States)

    Bento-Torres, Natáli Valim Oliver; Rodrigues, Anderson Raiol; Côrtes, Maria Izabel Tentes; Bonci, Daniela Maria de Oliveira; Ventura, Dora Fix; Silveira, Luiz Carlos de Lima

    2016-01-01

    We have used the Farnsworth-Munsell 100-hue (FM 100) test and Mollon-Reffin (MR) test to evaluate the colour vision of 93 subjects, 30.4 ± 9.7 years old, who had red-green congenital colour vision deficiencies. All subjects lived in Belém (State of Pará, Brazil) and were selected by the State of Pará Traffic Department. Selection criteria comprised the absence of visual dysfunctions other than Daltonism and no history of systemic diseases that could impair the visual system performance. Results from colour vision deficient were compared with those from 127 normal trichromats, 29.3 ± 10.3 years old. For the MR test, measurements were taken around five points of the CIE 1976 colour space, along 20 directions irradiating from each point, in order to determine with high-resolution the corresponding colour discrimination ellipses (MacAdam ellipses). Three parameters were used to compare results obtained from different subjects: diameter of circle with same ellipse area, ratio between ellipse's long and short axes, and ellipse long axis angle. For the FM 100 test, the parameters were: logarithm of the total number of mistakes and positions of mistakes in the FM diagram. Data were also simultaneously analysed in two or three dimensions as well as by using multidimensional cluster analysis. For the MR test, Mollon-Reffin Ellipse #3 (u' = 0.225, v' = 0.415) discriminated more efficiently than the other four ellipses between protans and deutans once it provided larger angular difference in the colour space between protan and deutan confusion lines. The MR test was more sensitive than the FM 100 test. It separated individuals by dysfunctional groups with greater precision, provided a more sophisticated quantitative analysis, and its use is appropriate for a more refined evaluation of different phenotypes of red-green colour vision deficiencies.

  8. Psychophysical Evaluation of Congenital Colour Vision Deficiency: Discrimination between Protans and Deutans Using Mollon-Reffin’s Ellipses and the Farnsworth-Munsell 100-Hue Test

    Science.gov (United States)

    Bento-Torres, Natáli Valim Oliver; Rodrigues, Anderson Raiol; Côrtes, Maria Izabel Tentes; Bonci, Daniela Maria de Oliveira; Ventura, Dora Fix

    2016-01-01

    We have used the Farnsworth-Munsell 100-hue (FM 100) test and Mollon-Reffin (MR) test to evaluate the colour vision of 93 subjects, 30.4 ± 9.7 years old, who had red-green congenital colour vision deficiencies. All subjects lived in Belém (State of Pará, Brazil) and were selected by the State of Pará Traffic Department. Selection criteria comprised the absence of visual dysfunctions other than Daltonism and no history of systemic diseases that could impair the visual system performance. Results from colour vision deficient were compared with those from 127 normal trichromats, 29.3 ± 10.3 years old. For the MR test, measurements were taken around five points of the CIE 1976 colour space, along 20 directions irradiating from each point, in order to determine with high-resolution the corresponding colour discrimination ellipses (MacAdam ellipses). Three parameters were used to compare results obtained from different subjects: diameter of circle with same ellipse area, ratio between ellipse’s long and short axes, and ellipse long axis angle. For the FM 100 test, the parameters were: logarithm of the total number of mistakes and positions of mistakes in the FM diagram. Data were also simultaneously analysed in two or three dimensions as well as by using multidimensional cluster analysis. For the MR test, Mollon-Reffin Ellipse #3 (u’ = 0.225, v’ = 0.415) discriminated more efficiently than the other four ellipses between protans and deutans once it provided larger angular difference in the colour space between protan and deutan confusion lines. The MR test was more sensitive than the FM 100 test. It separated individuals by dysfunctional groups with greater precision, provided a more sophisticated quantitative analysis, and its use is appropriate for a more refined evaluation of different phenotypes of red-green colour vision deficiencies. PMID:27101124

  9. 78 FR 66039 - Modification of National Customs Automation Program Test Concerning Automated Commercial...

    Science.gov (United States)

    2013-11-04

    ... SECURITY U.S. Customs and Border Protection Modification of National Customs Automation Program Test... National Customs Automation Program (NCAP) test concerning the Simplified Entry functionality in the...'s (CBP's) National Customs Automation Program (NCAP) test concerning Automated...

  10. 77 FR 48527 - National Customs Automation Program (NCAP) Test Concerning Automated Commercial Environment (ACE...

    Science.gov (United States)

    2012-08-14

    ... SECURITY U.S. Customs and Border Protection National Customs Automation Program (NCAP) Test Concerning...: General notice. SUMMARY: This notice announces modifications to the National Customs Automation Program...) National Customs Automation Program (NCAP) test concerning Automated Commercial Environment...

  11. The construction of customized two-stage tests

    NARCIS (Netherlands)

    Adema, Jos J.

    1990-01-01

    In this paper mixed integer linear programming models for customizing two-stage tests are given. Model constraints are imposed with respect to test composition, administration time, inter-item dependencies, and other practical considerations. It is not difficult to modify the models to make them use

  12. Application of WPF in Farnsworth-Munsell Hue Simulation Testing System Development%WPF技术在蒙塞尔色相仿真测试中的应用

    Institute of Scientific and Technical Information of China (English)

    李晓京; 马进; 胡文东; 张利利; 惠铎铎

    2016-01-01

    Farnsworth-Munsell Hue Test is applied to inspect the color weakness area of hypochromatopsia patients. But,for the computer simulation software of the test,there are some improvable aspects in the characteristics’ simulation. Based on the demand analysis of the test,a kind of software function and frame,utilizing . NET WPF,was developed for Hue-Token ( HT) manipulating simulation. Primari-ly,the design of HT component,drag-drop behavior class,layer effect based on property trigger,sorting arithmetic of generic class and HT shifting animation under the control of storyboard were described in detail. Features of the final simulation interface such as resolution self-adaption,special effects of HT operation,multi-business logic of HT shift,could meet the need of demand of object application suf-ficiently.%蒙塞尔色相测试( Farnsworth-Munsell Hue Test)用于检测色觉缺陷人员的色弱区域,该测试的计算机仿真应用在一些方面存在不足。文中在对蒙塞尔测试需求分析的基础上,提出了基于。 Net WPF技术的色相子操作仿真软件功能设计方案,重点阐述了色相子控件类、控件拖放行为类、基于属性触发器的层次效果、泛型容器排序算法以及由故事板控制的色相子移位动画设计思路。最终实现的色相子操作仿真界面具有分辨率自适应、色相子操作仿真特效、色相子移位多重业务逻辑等特点,能够充分满足目标应用需求。

  13. Molten Salt Test Loop (MSTL) system customer interface document.

    Energy Technology Data Exchange (ETDEWEB)

    Gill, David Dennis; Kolb, William J.; Briggs, Ronald D.

    2013-09-01

    The National Solar Thermal Test Facility at Sandia National Laboratories has a unique test capability called the Molten Salt Test Loop (MSTL) system. MSTL is a test capability that allows customers and researchers to test components in flowing, molten nitrate salt. The components tested can range from materials samples, to individual components such as flex hoses, ball joints, and valves, up to full solar collecting systems such as central receiver panels, parabolic troughs, or linear Fresnel systems. MSTL provides realistic conditions similar to a portion of a concentrating solar power facility. The facility currently uses 60/40 nitrate %E2%80%9Csolar salt%E2%80%9D and can circulate the salt at pressure up to 40 bar (600psi), temperature to 585%C2%B0C, and flow rate of 44-50kg/s(400-600GPM) depending on temperature. The purpose of this document is to provide a basis for customers to evaluate the applicability to their testing needs, and to provide an outline of expectations for conducting testing on MSTL. The document can serve as the basis for testing agreements including Work for Others (WFO) and Cooperative Research and Development Agreements (CRADA). While this document provides the basis for these agreements and describes some of the requirements for testing using MSTL and on the site at Sandia, the document is not sufficient by itself as a test agreement. The document, however, does provide customers with a uniform set of information to begin the test planning process.

  14. 78 FR 27984 - Modification of the National Customs Automation Program Test (NCAP) Regarding Reconciliation for...

    Science.gov (United States)

    2013-05-13

    ... SECURITY U.S. Customs and Border Protection Modification of the National Customs Automation Program Test... announces a modification to the Automated Commercial System (ACS) National Customs Automation Program (NCAP... Reconciliation, a planned component of the National Customs Automation Program (NCAP), as provided for in...

  15. 76 FR 34246 - Automated Commercial Environment (ACE); Announcement of National Customs Automation Program Test...

    Science.gov (United States)

    2011-06-13

    ... National Customs Automation Program Test of Automated Procedures for In-Bond Shipments Transiting Through....S. Customs and Border Protection (CBP) plans to conduct a National Customs Automation Program (NCAP...@dhs.gov . SUPPLEMENTARY INFORMATION: Background The National Customs Automation Program (NCAP)...

  16. Achromatic hues matching in graphic printing

    Directory of Open Access Journals (Sweden)

    Martinia Ira Glogar

    2015-05-01

    Full Text Available Some problems in process of dark achromatic hues reproduction and matching in graphic industry, where requests on colour matching are very high, are discussed. When achromatic hues is concerned, in terms of high requests on colour parameter matching, right on time production, quick response and high quality standards requests, the production and moreover the reproduction is subject to many variables and represent the manufacturing process of high complexity. The aim is to achieve a graphic reproduction with defined colour parameters and remission characteristics as close as possible to a standard. In this paper, black and grey hues characterized with average lightness value L*≤ 20, were analysed. Subjective as well as objective colour evaluation have been performed and results of colour differences obtained by two colour difference formulae, CIELAB and CMC(l:c have been compared.

  17. Exogenous attention and color perception: performance and appearance of saturation and hue.

    Science.gov (United States)

    Fuller, Stuart; Carrasco, Marisa

    2006-11-01

    Exogenous covert attention is an automatic, transient form of attention that can be triggered by sudden changes in the periphery. Here we test for the effects of attention on color perception. We used the methodology developed by Carrasco, Ling, and Read [Carrasco, M., Ling, S., & Read, S. (2004). Attention alters appearance. Nature Neuroscience, 7 (3) 308-313] to explore the effects of exogenous attention on appearance of saturation (Experiment 1) and of hue (Experiment 2). We also tested orientation discrimination performance for single stimuli defined by saturation or hue (Experiment 3). The results indicate that attention increases apparent saturation, but does not change apparent hue, notwithstanding the fact that it improves orientation discrimination for both saturation and hue stimuli.

  18. Color constancy investigated via partial hue-matching.

    Science.gov (United States)

    Logvinenko, Alexander D; Beer, Anja

    2012-04-30

    Each hue is believed to be made up of the four component hues (yellow, blue, red, and green). A hue consisting of just one component hue is called unitary (or unique). A new technique--partial hue-matching--has been used to reveal the component and unitary hues for a sample of 32 Munsell papers, which were illuminated by neutral, yellow, blue, green, and red lights and assessed by four normal trichromatic observers. The same set of four component hues has been found under both the neutral and the chromatic illuminations for all of the observers. On average, more than 87% of the papers containing a particular component hue under the neutral illumination also have this component hue when lit by the chromatic lights. However, only a quarter of the papers perceived as unitary under the neutral illumination continues being perceived as unitary under all of the chromatic illuminations. In other words, most unitary colors shift along the hue circle due to change in an illuminant's chromaticity. Still, this shift of unitary colors is relatively small: On average, it does not exceed one Munsell hue step.

  19. Custom Unit Pump Design and Testing for the EVA PLSS

    Science.gov (United States)

    Schuller, Michael; Kurwitz, Cable; Goldman, Jeff; Morris, Kim; Trevino, Luis

    2009-01-01

    This paper describes the effort by the Texas Engineering Experiment Station (TEES) and Honeywell for NASA to design and test a pre-flight prototype pump for use in the Extra-vehicular activity (EVA) portable life support subsystem (PLSS). Major design decisions were driven by the need to reduce the pump s mass, power, and volume compared to the existing PLSS pump. In addition, the pump must accommodate a much wider range of abnormal conditions than the existing pump, including vapor/gas bubbles and increased pressure drop when employed to cool two suits simultaneously. A positive displacement, external gear type pump was selected because it offers the most compact and highest efficiency solution over the required range of flow rates and pressure drops. An additional benefit of selecting a gear pump design is that it is self priming and capable of ingesting non-condensable gas without becoming air locked. The chosen pump design consists of a 28 V DC, brushless, sealless, permanent magnet motor driven, external gear pump that utilizes a Honeywell development that eliminates the need for magnetic coupling. Although the planned flight unit will use a sensorless motor with custom designed controller, the pre-flight prototype to be provided for this project incorporates Hall effect sensors, allowing an interface with a readily available commercial motor controller. This design approach reduced the cost of this project and gives NASA more flexibility in future PLSS laboratory testing. The pump design was based on existing Honeywell designs, but incorporated features specifically for the PLSS application, including all of the key features of the flight pump. Testing at TEES verified that the pump meets the design requirements for range of flow rates, pressure drop, power consumption, working fluid temperature, operating time, gas ingestion , and restart capability under both ambient and vacuum conditions. The pump operated between 40 and 240 lbm/hr flowrate, 35 to 100 F

  20. Representational shifts made visible: Movement away from the prototype in memory for hue

    Directory of Open Access Journals (Sweden)

    Laura Jane Kelly

    2014-07-01

    Full Text Available In four experiments, a total of 205 participants studied individual color patches and were given an old-new recognition test after a brief retention interval (0.5 or 5.0 s. The pattern of false alarms revealed hue memory shifting away from the prototype of the hue’s basic color category. The shifts demonstrate that hue memory is influenced by categorization early in processing. The shifts did not depend on intentional categorization; the shifts were found even when participants made preference ratings at encoding rather than labeling judgments. Overall, we found that categorization and memory are deeply intertwined from perception onward. We discuss the impact of the results on theories of memory and categorization, including the effects of category labels on memory (e.g., Lupyan, 2008. We also put forward the hypothesis that atypical shifts in hue are related to atypical shifts that have previously observed in face recognition (Rhodes et al., 1987.

  1. Building stable customer relationships that stand the test of time.

    Science.gov (United States)

    Murray, M; Hines, J D

    1996-05-01

    This article shows how Baldor Electric Company is using training to build a foundation for improving service in all areas of the business. It covers the background that led to Baldor Electric's decision to develop service training in-house, the steps that Baldor took in putting the course together, and the actual principles taught in the Baldor service course. The Baldor service course teaches basic principles that can be used by all employees to improve customer service, no matter what job they do.

  2. A flag-up algorithm and test for nonstationary customer-specific product graphs

    DEFF Research Database (Denmark)

    Fenger, Morten H. J.; Scholderer, Joachim

    period. The results show that the test is clearly able to identify customers with evolving behavior, and that it can easily be deployed as part of a CRM system. It enables companies with loyalty programs to focus on nonstationary customers, i.e. customers who may represent opportunities for cross......Panel scanner data allow detailed analysis of the behavior of individual customers. We show that, when individual shopping baskets are represented as unweighted product graphs, and their aggregations over time as weighted product graphs, assumptions about the stationarity of such graphs...... propose a feasible test against the null hypothesis that a given customer has a stationary basket composition. We suggest an algorithm that compares graphs at consecutive periods in terms of weighted lists of edges that are actually present, and hierarchically merges edges to ensure that all expected...

  3. Eneseotsingutee / Jean-Charles Hue ; intervjueerinud Reet Varblane

    Index Scriptorium Estoniae

    Hue, Jean-Charles, 1968-

    2011-01-01

    Tallinna Kunstihoone galeriis on 12. juunini 2011 vaadata prantsuse videokunstniku Jean-Charles Hue' näitus "Tattoo Fight" ("Tätorebimine"), kuraator Harry Liivrand. Kunstnikust, kelle emapoolsed sugulased on Prantsusmaa mustlased ehk yéniche'id. Jean-Charles Hue yéniche'itest, nende olukorrast Prantsusmaal, oma loomingust, pikemalt mustlaste teema käsitlemisest

  4. Eneseotsingutee / Jean-Charles Hue ; intervjueerinud Reet Varblane

    Index Scriptorium Estoniae

    Hue, Jean-Charles, 1968-

    2011-01-01

    Tallinna Kunstihoone galeriis on 12. juunini 2011 vaadata prantsuse videokunstniku Jean-Charles Hue' näitus "Tattoo Fight" ("Tätorebimine"), kuraator Harry Liivrand. Kunstnikust, kelle emapoolsed sugulased on Prantsusmaa mustlased ehk yéniche'id. Jean-Charles Hue yéniche'itest, nende olukorrast Prantsusmaal, oma loomingust, pikemalt mustlaste teema käsitlemisest

  5. "Tilt" in color space: Hue changes induced by chromatic surrounds.

    Science.gov (United States)

    Klauke, Susanne; Wachtler, Thomas

    2015-01-01

    The perceived color of a chromatic stimulus is influenced by the chromaticity of its surround. To investigate these influences along the dimension of hue, we measured hue changes induced in stimuli of different hues by isoluminant chromatic surrounds. Generally, induced hue changes were directed in color space away from the hue of the inducing surround and depended on the magnitude on the hue difference between stimulus and surround. With increasing difference in hue between stimulus and surround, induced hue changes increased up to a maximum and then decreased for larger differences. This qualitative pattern was similar for different inducers, but quantitatively, induction was weaker along some directions in cone-opponent color space than along other directions. The strongest induction effects were found along an oblique, blue-yellow axis that corresponds to the daylight axis. The overall pattern of the induction effect shows similarities to the well-known tilt effect, where shifts in perceived angle of oriented stimuli are induced by oriented surrounds. This suggests analogous neural representations and similar mechanisms of contextual processing for different visual features such as orientation and color.

  6. Cone photoreceptor sensitivities and unique hue chromatic responses: correlation and causation imply the physiological basis of unique hues.

    Directory of Open Access Journals (Sweden)

    Ralph W Pridmore

    Full Text Available This paper relates major functions at the start and end of the color vision process. The process starts with three cone photoreceptors transducing light into electrical responses. Cone sensitivities were once expected to be Red Green Blue color matching functions (to mix colors but microspectrometry proved otherwise: they instead peak in yellowish, greenish, and blueish hues. These physiological functions are an enigma, unmatched with any set of psychophysical (behavioral functions. The end-result of the visual process is color sensation, whose essential percepts are unique (or pure hues red, yellow, green, blue. Unique hues cannot be described by other hues, but can describe all other hues, e.g., that hue is reddish-blue. They are carried by four opponent chromatic response curves but the literature does not specify whether each curve represents a range of hues or only one hue (a unique over its wavelength range. Here the latter is demonstrated, confirming that opponent chromatic responses define, and may be termed, unique hue chromatic responses. These psychophysical functions also are an enigma, unmatched with any physiological functions or basis. Here both enigmas are solved by demonstrating the three cone sensitivity curves and the three spectral chromatic response curves are almost identical sets (Pearson correlation coefficients r from 0.95-1.0 in peak wavelengths, curve shapes, math functions, and curve crossover wavelengths, though previously unrecognized due to presentation of curves in different formats, e.g., log, linear. (Red chromatic response curve is largely nonspectral and thus derives from two cones. Close correlation combined with deterministic causation implies cones are the physiological basis of unique hues. This match of three physiological and three psychophysical functions is unique in color vision.

  7. Gene targeting in a HUES line of human embryonic stem cells via electroporation.

    Science.gov (United States)

    Ruby, Katherine M; Zheng, Binhai

    2009-07-01

    Genetic modification is critical for achieving the full potential of human embryonic stem (ES) cells as a tool for therapeutic development and for basic research. Targeted modifications in human ES cells have met with limited success because of the unique culture conditions for many human ES cell lines. The HUES lines of human ES cells were developed for ease of manipulation and are gaining increased utility in stem cell research. We tested conditions for gene targeting via electroporation in the HUES-9 human ES cell line and demonstrate here successful gene targeting at the gene encoding Fezf2 (also known as Fezl), a transcription factor involved in corticospinal neuron development. With a targeting strategy involving positive and negative selection that is applicable to all genes, we observed a gene targeting frequency of approximately 1.5% for Fezf2, a gene not expressed in human ES cells. We found that conditions developed for gene targeting in mouse ES cells can be readily adapted to HUES cells with few key modifications. HUES-9 cells exhibit an intrinsically high efficiency of clonal expansion and sustain electroporation-based gene targeting procedures without any significant loss of pluripotency marker expression or karyotypic stability. Thus, human ES cell lines adapted for enzymatic passage and efficient clonal expansion can be highly amenable to genetic modifications, which will facilitate their application in basic science and clinical development.

  8. Custom-designed nanomaterial libraries for testing metal oxide toxicity.

    Science.gov (United States)

    Pokhrel, Suman; Nel, André E; Mädler, Lutz

    2013-03-19

    Advances in aerosol technology over the past 10 years have enabled the generation and design of ultrafine nanoscale materials for many applications. A key new method is flame spray pyrolysis (FSP), which produces particles by pyrolyzing a precursor solution in the gas phase. FSP is a highly versatile technique for fast, single-step, scalable synthesis of nanoscale materials. New innovations in particle synthesis using FSP technology, including variations in precursor chemistry, have enabled flexible, dry synthesis of loosely agglomerated, highly crystalline ultrafine powders (porosity ≥ 90%) of binary, ternary, and mixed-binary-and-ternary oxides. FSP can fulfill much of the increasing demand, especially in biological applications, for particles with specific material composition, high purity, and high crystallinity. In this Account, we describe a strategy for creating nanoparticle libraries (pure or Fedoped ZnO or TiO₂) utilizing FSP and using these libraries to test hypotheses related to the particles' toxicity. Our innovation lies in the overall integration of the knowledge we have developed in the last 5 years in (1) synthesizing nanomaterials to address specific hypotheses, (2) demonstrating the electronic properties that cause the material toxicity, (3) understanding the reaction mechanisms causing the toxicity, and (4) extracting from in vitro testing and in vivo testing in terrestrial and marine organisms the essential properties of safe nanomaterials. On the basis of this acquired knowledge, we further describe how the dissolved metal ion from these materials (Zn²⁺ in this Account) can effectively bind with different cell constituents, causing toxicity. We use Fe-S protein clusters as an example of the complex chemical reactions taking place after free metal ions migrate into the cells. As a second example, TiO₂ is an active material in the UV range that exhibits photocatalytic behavior. The induction of electron-hole (e⁻/h⁺) pairs followed by

  9. Customer interface document for the Molten Salt Test Loop (MSTL) system.

    Energy Technology Data Exchange (ETDEWEB)

    Pettit, Kathleen; Kolb, William J.; Gill, David Dennis; Briggs, Ronald D.

    2012-03-01

    The National Solar Thermal Test Facility at Sandia National Laboratories has a unique test capability called the Molten Salt Test Loop (MSTL) system. MSTL is a test capability that allows customers and researchers to test components in flowing, molten nitrate salt. The components tested can range from materials samples, to individual components such as flex hoses, ball joints, and valves, up to full solar collecting systems such as central receiver panels, parabolic troughs, or linear Fresnel systems. MSTL provides realistic conditions similar to a portion of a concentrating solar power facility. The facility currently uses 60/40 nitrate 'solar salt' and can circulate the salt at pressure up to 600psi, temperature to 585 C, and flow rate of 400-600GPM depending on temperature. The purpose of this document is to provide a basis for customers to evaluate the applicability to their testing needs, and to provide an outline of expectations for conducting testing on MSTL. The document can serve as the basis for testing agreements including Work for Others (WFO) and Cooperative Research and Development Agreements (CRADA). While this document provides the basis for these agreements and describes some of the requirements for testing using MSTL and on the site at Sandia, the document is not sufficient by itself as a test agreement. The document, however, does provide customers with a uniform set of information to begin the test planning process.

  10. Additive value of patch testing custom epoxy materials from the workplace at the occupational disease specialty clinic in Toronto.

    Science.gov (United States)

    Houle, Marie-Claude; Holness, D Linn; Dekoven, Joel; Skotnicki, Sandy

    2012-01-01

    Allergic contact dermatitis (ACD) to epoxy resins is one of the major causes of occupationally induced ACD. Testing of custom epoxy materials from the workplace is often performed to diagnose ACD. The objective of this study was to investigate the additive value of patch testing custom-made epoxy materials. We retrospectively analyzed outcomes of 24 patients who were tested to custom epoxy resin materials between January 2002 and July 2011. For 11 patients (46%), the testing of their materials from work had no additional value (negative results). For 13 patients (54%), there was an additional value of testing custom allergens. Of those, 7 patients (54%) had positive reactions to custom epoxy materials that reinforced the test results found with the commercially available allergens, and 6 (46%) patients had positive reactions only to custom epoxy materials. Therefore, for 6 patients (25%), there was a definite additive value of testing custom epoxy materials because the allergy was discovered with custom testing and not with the commercially available allergens. Because of the high percentage (54%) of patients with additive value of patch testing custom epoxy materials, we think that the inclusion of actual workplace epoxy materials should be strongly considered when patch testing patients with occupational epoxy exposure.

  11. Investigation of unique hue setting changes with ageing

    Institute of Scientific and Technical Information of China (English)

    Chenyang Fu; Kaida Xiao; Dimosthenis Karatzas; Sophie Wuerger

    2011-01-01

    Clromatic sensitivity along the protan, deutan, and tritan lines and the loci of the unique hues (red, green,yellow, blue) for a very large sample (n = 185) of colour-normal observers ranging from 18 to 75 years of age are assessed. Visual judgments are obtained under normal viewing conditions using colour patches on self-luminous display under controlled adaptation conditions. Trivector discrimination thresholds show an increase as a function of age along the protan, deutan, and tritan axes, with the largest increase present along the tritan line, less pronounced shifts in unique hue settings are also observed. Based on the chromatic (protan, deutan, tritan) thresholds and using scaled cone signals, we predict the unique hue changes with ageing. A dependency on age for unique red and unique yellow for predicted hue angle is found. We conclude that the chromatic sensitivity deteriorates significantly with age, whereas the appearance of unique hues is much less affected, remaining almost constant despite the known changes in the ocular media.%@@ Clromatic sensitivity along the protan, deutan, and tritan lines and the loci of the unique hues (red, green,yellow, blue) for a very large sample (n = 185) of colour-normal observers ranging from 18 to 75 years of age are assessed.Visual judgments are obtained under normal viewing conditions using colour patches on self-luminous display under controlled adaptation conditions.Trivector discrimination thresholds show an increase as a function of age along the protan, deutan, and tritan axes, with the largest increase present along the tritan line, less pronounced shifts in unique hue settings are also observed.

  12. Hue-assisted automatic registration of color point clouds

    Directory of Open Access Journals (Sweden)

    Hao Men

    2014-10-01

    Full Text Available This paper describes a variant of the extended Gaussian image based registration algorithm for point clouds with surface color information. The method correlates the distributions of surface normals for rotational alignment and grid occupancy for translational alignment with hue filters applied during the construction of surface normal histograms and occupancy grids. In this method, the size of the point cloud is reduced with a hue-based down sampling that is independent of the point sample density or local geometry. Experimental results show that use of the hue filters increases the registration speed and improves the registration accuracy. Coarse rigid transformations determined in this step enable fine alignment with dense, unfiltered point clouds or using Iterative Common Point (ICP alignment techniques.

  13. Comprehension and Data-Sharing Behavior of Direct-To-Consumer Genetic Test Customers.

    Science.gov (United States)

    McGrath, Scott P; Coleman, Jason; Najjar, Lotfollah; Fruhling, Ann; Bastola, Dhundy R

    2016-01-01

    The aim of this study was to evaluate current direct-to-consumer (DTC) genetic customers' ability to interpret and comprehend test results and to determine if honest brokers are needed. One hundred and twenty-two customers of the DTC genetic testing company 23andMe were polled in an online survey. The subjects were asked about their personal test results and to interpret the results of two mock test cases (type 2 diabetes and multiple sclerosis), where results were translated into disease probability for an individual compared to the public. When asked to evaluate the risk, 72.1% correctly assessed the first case and 77% were correct on the second case. Only 23.8% of those surveyed were able to interpret both cases correctly. x03C7;2 and logistic regression were used to interpret the results. Participants who took the time to read the DTC test-provided supplemental material were 3.93 times (p = 0.040) more likely to correctly interpret the test results than those who did not. The odds for correctly interpreting the test cases were 3.289 times (p = 0.011) higher for those who made more than USD 50,000 than those who made less. Survey results were compared to the Health Information National Trends Survey (HINTS) phase 4 cycle 3 data to evaluate national trends. Most of the subjects were able to correctly interpret the test cases, yet a majority did not share their results with a health-care professional. As the market for DTC genetic testing grows, test comprehension will become more critical. Involving more health professionals in this process may be necessary to ensure proper interpretations. © 2016 S. Karger AG, Basel.

  14. 78 FR 53466 - Modification of Two National Customs Automation Program (NCAP) Tests Concerning Automated...

    Science.gov (United States)

    2013-08-29

    ... SECURITY U.S. Customs and Border Protection Modification of Two National Customs Automation Program (NCAP... in the Federal Register a document announcing modifications to the National Customs Automation...) published in the Federal Register a document announcing modifications to the National Customs...

  15. Thermal Performance of a Customized Multilayer Insulation (MLI). Design and Fabrication of Test Facility Hardware

    Science.gov (United States)

    Leonhard, K. E.

    1975-01-01

    The design, fabrication, and assembly of hardware for testing the performance of a customized multilayer insulation are discussed. System components described include the thermal payload simulator, the modified cryoshroud, and a tank back pressure control device designed to maintain a constant liquid boiling point during the thermal evaluation of the multilayer insulation. The thermal payload simulator will provide a constant temperature surface in the range of 20.5 to 417K (37 to 750R) for the insulated tank to view. The cryoshroud was modified to establish a low temperature black body cavity while limiting liquid hydrogen usage to a minimum feasible rate.

  16. ATLAS Virtual Visit-Hue-05-08-2014

    CERN Multimedia

    2014-01-01

    Hue University of Sciences (HUSC) is a multidisciplinary education and training institution including graduate and undergraduate education programs, and research activities conducted in the fields of Natural Science, Engineering, Social Science and Humanity. On 5th August, HUSC in collaboration with the ICTP Physics without Frontiers program organized a particle physics masterclass for selected physics students. The goal of this program is to give young physics students the opportunity to learn about the experiments at CERN, in particular performing an analysis with real LHC data, and to motivate and inspire the students to continue onto phyiscs master and PhD programs. Physics without Frontiers: Vietnam is organised by Kate Shaw (ICTP), Loan Truong (SISSA-ICTP), Phuong Dang (Freiburg) and Lan Tran (DESY). - See more at: http://atlas-live-virtual-visit.web.cern.ch/atlas-live-virtual-visit/2014/Hue-2014.html#sthash.4FIZzsgh.dpuf

  17. Preliminary analysis of phosphorus flow in Hue Citadel.

    Science.gov (United States)

    Anh, T N Q; Harada, H; Fujii, S; Anh, P N; Lieu, P K; Tanaka, S

    2016-01-01

    Characteristics of waste and wastewater management can affect material flows. Our research investigates the management of waste and wastewater in urban areas of developing countries and its effects on phosphorus flow based on a case study in Hue Citadel, Hue, Vietnam. One hundred households were interviewed to gain insight into domestic waste and wastewater management together with secondary data collection. Next, a phosphorus flow model was developed to quantify the phosphorus input and output in the area. The results showed that almost all wastewater generated in Hue Citadel was eventually discharged into water bodies and to the ground/groundwater. This led to most of the phosphorus output flowing into water bodies (41.2 kg P/(ha year)) and ground/groundwater (25.3 kg P/(ha year)). Sewage from the sewer system was the largest source of phosphorus loading into water bodies, while effluent from on-site sanitation systems was responsible for a major portion of phosphorus into the ground/groundwater. This elevated phosphorus loading is a serious issue in considering surface water and groundwater protection.

  18. 网络信息服务客户满意评测研究%Study on Customer Satisfaction Test for Network Information Service

    Institute of Scientific and Technical Information of China (English)

    史田华

    2001-01-01

    Proceeding from the concept of customer satisfaction management,this paper describes the customer satisfaction test for network information service,including standard,scheme,method,technology and result.

  19. On the generality of crowding: visual crowding in size, saturation, and hue compared to orientation.

    Science.gov (United States)

    van den Berg, Ronald; Roerdink, Jos B T M; Cornelissen, Frans W

    2007-07-17

    Perception of peripherally viewed shapes is impaired when surrounded by similar shapes. This phenomenon is commonly referred to as "crowding". Although studied extensively for perception of characters (mainly letters) and, to a lesser extent, for orientation, little is known about whether and how crowding affects perception of other features. Nevertheless, current crowding models suggest that the effect should be rather general and thus not restricted to letters and orientation. Here, we report on a series of experiments investigating crowding in the following elementary feature dimensions: size, hue, and saturation. Crowding effects in these dimensions were benchmarked against those in the orientation domain. Our primary finding is that all features studied show clear signs of crowding. First, identification thresholds increase with decreasing mask spacing. Second, for all tested features, critical spacing appears to be roughly half the viewing eccentricity and independent of stimulus size, a property previously proposed as the hallmark of crowding. Interestingly, although critical spacings are highly comparable, crowding magnitude differs across features: Size crowding is almost as strong as orientation crowding, whereas the effect is much weaker for saturation and hue. We suggest that future theories and models of crowding should be able to accommodate these differences in crowding effects.

  20. Envelope colour on thermal load in hot humid Hong Kong: Effect of hue, value, and chroma

    Institute of Scientific and Technical Information of China (English)

    VickyCHENG; EdwardNG

    2003-01-01

    Cooling energy consumption of a building can be significantly reduced by limiting solar heat gain through envelope, in which depends on the intensity of impinging solar radiation and on the colour of external surface. Albedo, from the thermal point of view, is the prime parameter of interest; however, it does appear to be too conceptual in practice. Architects, when considering choices of envelope colour, the actual decision is between various colours: yellow, blue, or green rather than a single numerical albedo. This study is to investigate the effect and magnitude of colour, in terms of visual qualities hue, value (lightness), and chroma (saturation), on thermal load of buildings. In the experiment, air temperatures inside test cells painted into different colours were measured, the results suggest that colour attribute: chroma has negligible effect on thermal performance of building envelope, while value has significant thermal effect. The effect of hue, as shown in this study, was insignificant, however further study might be needed as to obtain a clearer picture of its effect.

  1. The customized groud test platforms for the plastic scintillator detector of DAMPE

    Science.gov (United States)

    Zhou, Yong; Sun, Zhiyu; Yu, Yuhong; Fang, Fang; Chen, Junling; Zhang, Yongjie

    2016-07-01

    The DArk Matter Particle Explorer (DAMPE) is a high-precision satellite-borne spectrometer aiming for dark matter search, understanding of the origin and propagation of cosmic rays and gamma-ray astronomy. The Plastic Scintillator Detector (PSD) is a key sub-detector of DAMPE, which provides the function of e/γ discrimination and charge measurement from proton to calcium. It consists of 82 plastic scintillator bars with the dimension of 884mm×28mm×10mm, each readout by two photomultiplier tubes (PMT) at both ends. To ensure the quality and achieve the best performance, various ground tests have been carried out during the construction phase of PSD both on the module and system scale. Customized test platforms are designed and constructed to facilitate these works which includes a test bench for batch PMT characterization and qualification with the capacity of 25 tubes, a test bench for batch scintillator bar characterization with the capacity of 24 bars, and an integrated platform which emulates the vacuum condition in space and provides accurate tracking of the incident cosmic ray particle for precise calibration of the PSD detector as a whole. A dedicated analysis software based on ROOT library has also been developed for PSD ground test, which can process both the engineering and science data, and combines decoding, analysis and data visualization into a single framework. These facilities constitute a complete test suite for PSD development and are applied successfully in the construction of both the Engineering Qualified Model and the Flight Model of PSD.

  2. A Test of Transactional and Transformational Leadership Behaviour of Salesman on Customer Relationship Marketing Behaviour: A Study of the Indian Banking Sector

    Directory of Open Access Journals (Sweden)

    Sumit Duggal

    2012-01-01

    Full Text Available The present study was aimed to test constituents as well as complete theories of Transactional and Transformational Leadership behaviour of salesman on customer relationship marketing behaviour in Indian Banking scenario. For Transactional Leadership it was hypothesized that contingency reward system and management by exception of salesperson positively affect customer trust, customer commitment and together they contribute to customer relationship behaviour .For transformational Leadership it was hypothesized that idealized influence behaviour, individualized considerate, Intellectual stimulation, Inspirational motivation behaviour of salespersons positively affect customers’ trust, customers’ commitment, customer assumptions and customers optimistic engagement. Non-Probabilistic sampling methods were used. A survey was conducted among 61 sales persons and their customers in the Indian banking sector, and the regression analysis was performed to test hypotheses. Conclusion shows that contingency reward system influence customer relationship up to a certain extent while management by exceptions is not so appropriate for maintaining the relationship with customer though it is showing correlation, while in case of transformational leadership idealized influence behaviour of salespersons positively influences customer trust, individualized consideration of salespersons, in turn influences customer commitment, Intellectual stimulation encourage creativity and changes earlier assumptions of customer and Inspirational Motivation influences optimistic engagement of customers. It was also found that the combined effect of all the constituent of Transformational Leadership theories are positively related with customers’ relationship commitment. Conclusion motivate us to think complementary nature of these theories thus points out how leadership development training can be adapted to improve relationship marketing skills of sales persons.

  3. Risky business: risk perception and the use of medical services among customers of DTC personal genetic testing.

    Science.gov (United States)

    Kaufman, David J; Bollinger, Juli M; Dvoskin, Rachel L; Scott, Joan A

    2012-06-01

    Direct-to-consumer genetic testing has generated speculation about how customers will interpret results and how these interpretations will influence healthcare use and behavior; however, few empirical data on these topics exist. We conducted an online survey of DTC customers of 23andMe, deCODEme, and Navigenics to begin to address these questions. Random samples of U.S. DTC customers were invited to participate. Survey topics included demographics, perceptions of two sample DTC results, and health behaviors following DTC testing. Of 3,167 DTC customers invited, 33% (n = 1,048) completed the survey. Forty-three percent of respondents had sought additional information about a health condition tested; 28% had discussed their results with a healthcare professional; and 9% had followed up with additional lab tests. Sixteen percent of respondents had changed a medication or supplement regimen, and one-third said they were being more careful about their diet. Many of these health-related behaviors were significantly associated with responses to a question that asked how participants would perceive their colon cancer risk (as low, moderate, or high) if they received a test result showing an 11% lifetime risk, as compared to 5% risk in the general population. Respondents who would consider themselves to be at high risk for colon cancer were significantly more likely to have sought information about a disease (p = 0.03), discussed results with a physician (p = 0.05), changed their diet (p = 0.02), and started exercising more (p = 0.01). Participants' personal health contexts--including personal and family history of disease and quality of self-perceived health--were also associated with health-related behaviors after testing. Subjective interpretations of genetic risk data and personal context appear to be related to health behaviors among DTC customers. Sharing DTC test results with healthcare professionals may add perceived utility to the tests.

  4. The Effect Of Perceived Justice On Customer Satisfaction In The Service Recovery Context: Testing Mediating Variables

    Directory of Open Access Journals (Sweden)

    Jeanne Ellyawati

    2012-12-01

    Full Text Available This study examines the impact of service failure through the model of service recovery evaluation. The study focuses on the concept of justice theory to determine the influence of emotions on the three dimensions of justice (distributive, procedural, and interactional for consumer satisfaction. The study considered a sample of 102 retailers in the Yogyakarta region in Indonesia, whose customers had experienced service failure and received service recovery. This study hypothesizes that perceived justice will significantly affect customer satisfaction directly in the context of service recovery satisfaction. It is further hypothesized that there will be a significant indirect effect of perceived justice on customer satisfaction in the context of service recovery satisfaction through emotions. This study employs the hierarchical regression model and shows that perceived justice (distributive, procedural, and interactional significantly and directly affects customer satisfaction. Further findings indicate that perceived justice also significantly and indirectly affects customer satisfaction. Positive emotions influence the effect of perceived justice on customer satisfaction. Negative emotions only mediate between perceived procedural justice and satisfaction. Thus, negative emotions do not elicit perceived distributive and interactional justice to unsatisfied retailer as consumers. The mediating variables are only partial mediations. The findings hold significant implications for the theory and practice of service recovery management, especially for retailers and service providers.

  5. Development of case studies in the Hue area to be used in the English language course at WRU Hanoi

    NARCIS (Netherlands)

    Van der Neut, E.M.; Van Zuylen, J.A.; Verduijn, M.; Nederhoff, C.M.; Van der Zwaag, J. .

    2013-01-01

    The Thua Thien-Hue province, and especially the area around the city of Hue, is characterized by a small distance between mountains in the west and a flat coast with a coastal barrier in the east. The largest river in the area, the Huong river, flows through the city of Hue and is used for fishery,

  6. File list: InP.PSC.20.AllAg.hESC_HUES6 [Chip-atlas[Archive

    Lifescience Database Archive (English)

    Full Text Available InP.PSC.20.AllAg.hESC_HUES6 hg19 Input control Pluripotent stem cell hESC HUES6 SRX...326374 http://dbarchive.biosciencedbc.jp/kyushu-u/hg19/assembled/InP.PSC.20.AllAg.hESC_HUES6.bed ...

  7. Thalassemia and hemoglobinopathies in Thua Thien Hue Province, Central Vietnam.

    Science.gov (United States)

    Nguyen, Hoa Van; Sanchaisuriya, Kanokwan; Nguyen, Dung; Phan, Hoa Thi Thuy; Siridamrongvattana, Sirivara; Sanchaisuriya, Pattara; Fucharoen, Supan; Fucharoen, Goonnapa; Schelp, Frank P

    2013-01-01

    A community-based assessment of thalassemias and hemoglobinopathies was conducted at the Thua Thien Hue Province, Central Vietnam. By cluster sampling, a total of 410 pregnant women attending the antenatal care service at 30 commune health centers were recruited consecutively from September 2011 to June 2012. Hemoglobin (Hb) analysis was performed using an automated Hb analyzer. α-Thalassemia (α-thal) genes were identified by polymerase chain reaction (PCR)-based techniques. Out of the 410 pregnant women, 2.7% carried α(0)-thal and 1.2% were β-thal carriers. One woman with the - -(THAI) deletion was also found. Among the females under survey, structural Hb variants with 3.2% Hb E [β26(B8)Glu→Lys, GAG>AAG; HBB: c.78G>C] and 3.7% Hb Constant Spring [Hb CS; α142, Term→Gln, TAA>CAA (α2); HBA2: c.427T>C] were found. Assessing the frequency of thalassemias and hemoglobinopathies by ethnicity, Kinh (Vietnamese) and ethnic minority groups, Hb CS with a high frequency of 24.0% was observed in the ethnic minority groups. These results provide basic population-based information, are useful not only for implementing measures for prevention and control of thalassemias in the region but also for studying the importance of thalassemias and hemoglobinopathies in ethnic minorities within Southeast Asia.

  8. Color gamut reduction techniques for printing with custom inks

    Science.gov (United States)

    Chosson, Sylvain M.; Hersch, Roger D.

    2001-12-01

    Printing with custom inks is of interest both for artistic purposes and for printing security documents such as banknotes. However, in order to create designs with only a few custom inks, a general purpose high-quality gamut reduction technique is needed. Most existing gamut mapping techniques map an input gamut such as the gamut of a CRT display into the gamut of an output device such as a CMYK printer. In the present contribution, we are interested in printing with up to three custom inks, which in the general case define a rather narrow color gamut compared with the gamut of standard CMYK printers. The proposed color gamut reduction techniques should work for any combination of custom inks and have a smooth and predictable behavior. When the black ink is available, the lightness levels present in the original image remain nearly identical. Original colors with hues outside the target gamut are projected onto the gray axis. Original colors with hues inside the target gamut hues are rendered as faithful as possible. When the black ink is not available, we map the gray axis G into a colored curve G' connecting in the 3D color space the paper white and the darkest available color formed by the superposition of the 3 inks. The mapped gray axis curve G'(a) is given by the Neugebauer equations when enforcing an equal amount a of custom inks c1, c2 and c3. Original lightness values are mapped onto lightness values along that curve. After lightness mapping, hue and saturation mappings are carried out. When the target gamut does not incorporate the gray axis, we divide it into two volumes, one on the desaturated side of the mapped gray axis curve G' and the other on the saturated side of the G' curve. Colors whose hues are not part of the target color gamut are mapped to colors located on the desaturated side of the G' curve. Colors within the set of printable hues remain within the target color gamut and retain as much as possible their original hue and saturation.

  9. A comprehensive custom panel design for routine hereditary cancer testing: preserving control, improving diagnostics and revealing a complex variation landscape.

    Science.gov (United States)

    Castellanos, Elisabeth; Gel, Bernat; Rosas, Inma; Tornero, Eva; Santín, Sheila; Pluvinet, Raquel; Velasco, Juan; Sumoy, Lauro; Del Valle, Jesús; Perucho, Manuel; Blanco, Ignacio; Navarro, Matilde; Brunet, Joan; Pineda, Marta; Feliubadaló, Lidia; Capellá, Gabi; Lázaro, Conxi; Serra, Eduard

    2017-01-04

    We wanted to implement an NGS strategy to globally analyze hereditary cancer with diagnostic quality while retaining the same degree of understanding and control we had in pre-NGS strategies. To do this, we developed the I2HCP panel, a custom bait library covering 122 hereditary cancer genes. We improved bait design, tested different NGS platforms and created a clinically driven custom data analysis pipeline. The I2HCP panel was developed using a training set of hereditary colorectal cancer, hereditary breast and ovarian cancer and neurofibromatosis patients and reached an accuracy, analytical sensitivity and specificity greater than 99%, which was maintained in a validation set. I2HCP changed our diagnostic approach, involving clinicians and a genetic diagnostics team from panel design to reporting. The new strategy improved diagnostic sensitivity, solved uncertain clinical diagnoses and identified mutations in new genes. We assessed the genetic variation in the complete set of hereditary cancer genes, revealing a complex variation landscape that coexists with the disease-causing mutation. We developed, validated and implemented a custom NGS-based strategy for hereditary cancer diagnostics that improved our previous workflows. Additionally, the existence of a rich genetic variation in hereditary cancer genes favors the use of this panel to investigate their role in cancer risk.

  10. An Integrated Unix-based CAD System for the Design and Testing of Custom VLSI Chips

    Science.gov (United States)

    Deutsch, L. J.

    1985-01-01

    A computer aided design (CAD) system that is being used at the Jet Propulsion Laboratory for the design of custom and semicustom very large scale integrated (VLSI) chips is described. The system consists of a Digital Equipment Corporation VAX computer with the UNIX operating system and a collection of software tools for the layout, simulation, and verification of microcircuits. Most of these tools were written by the academic community and are, therefore, available to JPL at little or no cost. Some small pieces of software have been written in-house in order to make all the tools interact with each other with a minimal amount of effort on the part of the designer.

  11. MEASURING COLOR HUE IN ‘SUNRISE SOLO’ PAPAYA USING A FLATBED SCANNER

    Directory of Open Access Journals (Sweden)

    THIAGO DE PAULA OLIVEIRA

    Full Text Available ABSTRACT Color hue is a variable frequently used postharvest to assess the physiological maturity of various fruits. In general, mean color hue is quantified by visual techniques, but this method, based on human grading, is tedious and may be erroneous. The color of fruit peel is frequently determined at four points randomly distributed on the equatorial region of a fruit, but this practice can lead to biased results because these points represent the equatorial region only and not the total area of the fruit peel. Consequently, this bias is not due to equipment measurement errors, but to the bias in the sampling process of the points on the fruit epidermis. An alternative to such methods is the digital image which provides information about all regions of the fruit peel, and results in a more accurate mean hue. However, this technique requires calibration to correct the values of luminance, hue and intensity obtained through the scanner. This calibration can be performed from color patterns such that each pattern is assessed by means of a scanner and a colorimeter. Thus, an experiment was conducted using 297 color patterns based on the Munssel color chart for plant tissue. The results showed that the scanner could be used as a device for color assessment where the determination coefficients were above 0.9 for all color components. Next, a second experiment was conducted in order to compare the scanner and colorimeter methodologies. For this, we used a papaya fruit, cv. Sunrise Solo, which was assessed by these two devices for a period of 19 days. The results showed that the image analysis measures have a different mean hue when compared with the mean hue obtained by the method using a colorimeter. Therefore, it is recommended that digital image analysis be used for the evaluation of the hue of fruit peel color when fruit presents non-uniform coloration.

  12. Counseling Customers: Emerging Roles for Genetic Counselors in the Direct-to-Consumer Genetic Testing Market

    NARCIS (Netherlands)

    Harris, A.; Kelly, S.; Wyatt, S.

    2013-01-01

    Individuals now have access to an increasing number of internet resources offering personal genomics services. As the direct-to-consumer genetic testing (DTC GT) industry expands, critics have called for pre- and post-test genetic counseling to be included with the product. Several genetic testing

  13. Counseling Customers: Emerging Roles for Genetic Counselors in the Direct-to-Consumer Genetic Testing Market

    NARCIS (Netherlands)

    Harris, A.; Kelly, S.; Wyatt, S.

    2013-01-01

    Individuals now have access to an increasing number of internet resources offering personal genomics services. As the direct-to-consumer genetic testing (DTC GT) industry expands, critics have called for pre- and post-test genetic counseling to be included with the product. Several genetic testing c

  14. Counseling Customers: Emerging Roles for Genetic Counselors in the Direct-to-Consumer Genetic Testing Market

    NARCIS (Netherlands)

    Harris, A.; Kelly, S.; Wyatt, S.

    2013-01-01

    Individuals now have access to an increasing number of internet resources offering personal genomics services. As the direct-to-consumer genetic testing (DTC GT) industry expands, critics have called for pre- and post-test genetic counseling to be included with the product. Several genetic testing c

  15. Customer experience

    OpenAIRE

    Koperdáková, Zuzana

    2016-01-01

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

  16. What determines the relationship between color naming, unique hues, and sensory singularities: Illuminations, surfaces, or photoreceptors?

    Science.gov (United States)

    Witzel, Christoph; Cinotti, François; O'Regan, J Kevin

    2015-01-01

    The relationship between the sensory signal of the photoreceptors on one hand and color appearance and language on the other hand is completely unclear. A recent finding established a surprisingly accurate correlation between focal colors, unique hues, and so-called singularities in the laws governing how sensory signals for different surfaces change across illuminations. This article examines how this correlation with singularities depends on reflectances, illuminants, and cone sensitivities. Results show that this correlation holds for a large range of illuminants and for a large range of sensors, including sensors that are fundamentally different from human photoreceptors. In contrast, the spectral characteristics of the reflectance spectra turned out to be the key factor that determines the correlation between focal colors, unique hues, and sensory singularities. These findings suggest that the origins of color appearance and color language may be found in particular characteristics of the reflectance spectra that correspond to focal colors and unique hues.

  17. Analysis of the impact of the demand response RESIDENS field test on the customer load behaviour; Analyse des Einflusses vom Demand Response RESIDENS-Feldversuch auf das Kundenlastverhalten

    Energy Technology Data Exchange (ETDEWEB)

    Arnoldt, A.; Warweg, O.; Frenzel, S.; Bretschneider, P. [Fraunhofer IOSB, Ilmenau (Germany). Answendungszentrum Systemtechnik; Werner, M.

    2012-07-01

    The project RESIDENS investigates interactions between the technical electrical grid system and the private end customers through demand response, based on interdisciplinary methodology. December 2010 started the field test investigating the customer behavior on time varying tariffs. Significant load displacements between the trail group and the reference group or the standard load profile of the BDEW (former VDEW) can be detected within the preliminary investigations as well as the latest ones. (orig.)

  18. Product Customization

    DEFF Research Database (Denmark)

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

    For the majority of industrial companies, customizing products and services is among the most critical means to deliver true customer value and achieve superior competitive advantage. The challenge is not to customize products and services in itself – but to do it in a profitable way...... 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...

  19. 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....

  20. 76 FR 69755 - National Customs Automation Program Test Concerning Automated Commercial Environment (ACE...

    Science.gov (United States)

    2011-11-09

    ... Free Trade Agreement Implementation Act (Pub. L. 103-182, 107 Stat. 2057, 2170, December 8, 1993... successor to the Automated Commercial System (ACS). ACE is an automated and electronic system for commercial... specific legacy ACS function. Each release will begin with a test and will end with mandatory compliance...

  1. 77 FR 20835 - National Customs Automation Program (NCAP) Test Concerning Automated Commercial Environment (ACE...

    Science.gov (United States)

    2012-04-06

    ... Free Trade Agreement Implementation Act (Pub. L. 103-182, 107 Stat. 2057, 2170, December 8, 1993... successor to the Automated Commercial System (ACS). ACE is an automated and electronic system for commercial... specific legacy ACS function. Each release will begin with a test and will end with mandatory compliance...

  2. Counseling customers: emerging roles for genetic counselors in the direct-to-consumer genetic testing market.

    Science.gov (United States)

    Harris, Anna; Kelly, Susan E; Wyatt, Sally

    2013-04-01

    Individuals now have access to an increasing number of internet resources offering personal genomics services. As the direct-to-consumer genetic testing (DTC GT) industry expands, critics have called for pre- and post-test genetic counseling to be included with the product. Several genetic testing companies offer genetic counseling. There has been no examination to date of this service provision, whether it meets critics' concerns and implications it may have for the genetic counseling profession. Considering the increasing relevance of genetics in healthcare, the complexity of genetic information provided by DTC GT, the mediating role of the internet in counseling, and potential conflicts of interest, this is a topic which deserves further attention. In this paper we offer a discourse analysis of ways in which genetic counseling is represented on DTC GT websites, blogs and other online material. This analysis identified four types of genetic counseling represented on the websites: the integrated counseling product; discretionary counseling; independent counseling; and product advice. Genetic counselors are represented as having the following roles: genetics educator; mediator; lifestyle advisor; risk interpreter; and entrepreneur. We conclude that genetic counseling as represented on DTC GT websites demonstrates shifting professional roles and forms of expertise in genetic counseling. Genetic counselors are also playing an important part in how the genetic testing market is taking shape. Our analysis offers important and timely insights into recent developments in the genetic counseling profession, which have relevance for practitioners, researchers and policy makers concerned with the evolving field of personal genomics.

  3. 78 FR 75931 - National Customs Automation Program (NCAP) Test Concerning the Submission of Certain Data...

    Science.gov (United States)

    2013-12-13

    ... (FSIS) import data to CBP for commodities regulated by these agencies. The test will involve using the... the interaction between international trade partners, CBP, and PGAs by facilitating electronic... streamline business processes, facilitate growth in trade, ensure cargo security, and foster participation...

  4. Product Customization

    DEFF Research Database (Denmark)

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

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

  5. Effects of Pulsed Electromagnetic Field on Differentiation of HUES-17 Human Embryonic Stem Cell Line

    Directory of Open Access Journals (Sweden)

    Yi-Lin Wu

    2014-08-01

    Full Text Available Electromagnetic fields are considered to potentially affect embryonic development, but the mechanism is still unknown. In this study, human embryonic stem cell (hESC line HUES-17 was applied to explore the mechanism of exposure on embryonic development to pulsed electromagnetic field (PEMF for 400 pulses at different electric field intensities and the differentiation of HUES-17 cells was observed after PEMF exposure. The expression of alkaline phosphatase (AP, stage-specific embryonic antigen-3 (SSEA-3, SSEA-4 and the mRNA level and protein level of Oct4, Sox2 and Nanog in HUES-17 cells remained unchanged after PEMF exposure at the electric field intensities of 50, 100, 200 or 400 kV/m. Four hundred pulses PEMF exposure at the electric field intensities of 50, 100, 200 or 400 kV/m did not affect the differentiation of HUES-17 cells. The reason why electromagnetic fields affect embryonic development may be due to other mechanisms rather than affecting the differentiation of embryonic stem cells.

  6. Color vision of the budgerigar (Melopsittacus undulatus): hue matches, tetrachromacy, and intensity discrimination.

    Science.gov (United States)

    Goldsmith, Timothy H; Butler, Byron K

    2005-10-01

    Budgerigars, Melopsittacus undulatus, were trained to discriminate monochromatic lights from mixtures of two comparison lights. The addition of small amounts of UV (365 nm) to blue or yellow lights dramatically changed the color for the birds. Hue matches showed the birds to be dichromatic both at long wavelengths (only P565 and P508 active) and at short wavelengths (only P370 and P445 active because of screening of P508 and P565 by cone oil droplets). In mid-spectrum (only P445 and P508 active), a hue match was achieved, but the results were more complicated because two opponent neural processes were activated. All observed hue matches were in quantitative agreement with calculations of relative quantum catch in the pairs of participating single cones and point to the presence of a minimum of three opponent neural processes. For the hue matches at mid- and short wavelengths, the calculations also predict peak values of absorbance of the cone oil droplets associated with P508 and P445. Relative intensity of the training light affected difficult matches at long but not short wavelengths, likely due to achromatic signals from the double cones. With suitable training, birds could make intensity discriminations at short wavelengths, where the double cones have diminished sensitivity.

  7. A cross-lagged test of the association between customer satisfaction and employee job satisfaction in a relational context.

    Science.gov (United States)

    Zablah, Alex R; Carlson, Brad D; Donavan, D Todd; Maxham, James G; Brown, Tom J

    2016-05-01

    Due to its practical importance, the relationship between customer satisfaction and frontline employee (FLE) job satisfaction has received significant attention in the literature. Numerous studies to date confirm that the constructs are related and rely on this empirical finding to infer support for the "inside-out" effect of FLE job satisfaction on customer satisfaction. In doing so, prior studies ignore the possibility that-as suggested by the Service Profit Chain's satisfaction mirror-a portion of the observed empirical effect may be due to the "outside-in" impact of customer satisfaction on FLE job satisfaction. Consequently, both the magnitude and direction of the causal relationship between the constructs remain unclear. To address this oversight, this study builds on multisource data, including longitudinal satisfaction data provided by 49,242 customers and 1,470 FLEs from across 209 retail stores, to examine the association between FLE job satisfaction and customer satisfaction in a context where service relationships are the norm. Consistent with predictions rooted in social exchange theory, the results reveal that (a) customer satisfaction and FLE job satisfaction are reciprocally related; (b) the outside-in effect of customer satisfaction on FLE job satisfaction is predominant (i.e., larger in magnitude than the inside-out effect); and (c) customer engagement determines the extent of this outside-in predominance. Contrary to common wisdom, the study's findings suggest that, in relational contexts, incentivizing FLEs to satisfy customers may prove to be more effective for enhancing FLE and customer outcomes than direct investments in FLE job satisfaction. (PsycINFO Database Record (c) 2016 APA, all rights reserved).

  8. 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.

  9. Electricity Customers

    Science.gov (United States)

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

  10. Customer satisfaction.

    Science.gov (United States)

    Vukmir, Rade B

    2006-01-01

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

  11. 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.

  12. 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.

  13. Application of QFD in Customer Satisfactory Evaluation for Test Institute%QFD在质检机构顾客满意度评价的运用

    Institute of Scientific and Technical Information of China (English)

    赵治华

    2012-01-01

    质量功能展开是一种顾客驱动的产品开发方法,目前广泛应用于多个领域的产品开发、质量管理的改进工作中.本研究尝试将质量功能展开方法引入质检机构顾客满意度评价工作,构建了“顾客满意度评价质量屋”,建立了较完善的可数量化质检机构顾客满意度指数,形成顾客满意度指数综合评价体系.并以C所为案例进行了实测评价和改进探索.%Quality Function Deployment is customer-driven method, which has widely applied in product development and quality improvement in multiple industries. The paper focuses on introducing QFD into customer satisfactory evaluation of test institute, by setting up "function house for customer satisfactory evaluation" . The paper discusses the practical application of QFD in customer satisfactory measurement of C test institute.

  14. Customer Loyalty and Customer Relationship Management

    Science.gov (United States)

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

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

  15. 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...

  16. Customs Inspection

    Science.gov (United States)

    1977-05-01

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

  17. Customer satisfaction

    DEFF Research Database (Denmark)

    Eskildsen, Jacob Kjær; Kristensen, Kai

    2007-01-01

    & Westlund, 2003) as well as the structure of the framework (Eskildsen et al., 2004). We know however very little about how the structure of the individual markets with respect to, for instance, how the transparency of products and services affects customer satisfaction. The aim of this article is to analyze...... the effect of the transparency of products and services on customer satisfaction with respect to Danish mobile phone companies, banks and supermarkets from 2004 based on the authors' experiences from the various analyses conducted within the EPSI rating initiative....

  18. 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)

  19. 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)

  20. Product customization

    DEFF Research Database (Denmark)

    Lueg, Rainer

    2015-01-01

    analysis and Activity-based Costing help managers to better understand the different profitability of customized product lines. The rather open questions at the end of the case study allow for an adjustment to the level of knowledge of the students. Students will need to reflect on how a mechanical...

  1. A global vision system: using hue thresholds to exact feature and recognize

    Institute of Scientific and Technical Information of China (English)

    2001-01-01

    The fast-paced nature of robotic soccer necessitates real-time sensing coupled with quick behaving and decision-making. In the field with real robots, it is important to well perceive the location of ball, team ro bots and opponent robots through the vision system in real time. In this paper the architecture of global vision system of our small size robotic team and the process of object recognition is described. According to the study on color distribution in different color space and quantitative investigation, a method which uses H(Hue) thresholds as the major thresholds to feature exact and recognize object in real-time is presented.

  2. Molecular Epidemiological Survey of Theileria orientalis in Thua Thien Hue Province, Vietnam

    OpenAIRE

    2011-01-01

    Theileria orientalis is a benign bovine protozoan parasite that occasionally causes serious economic loss in the livestock industry.We report the findings of a molecular epidemiological survey of T. orientalis in 94 Vietnamese yellow cattle, 43 water buffaloes,21 sheep, 21 goats and 85 blood-sucking ticks of cattle in the Thua Thien Hue province of Vietnam. The major piroplasm surface protein(MPSP) gene of T. orientalis was detected using polymerase chain reaction from 13 cattle (13.8%), 11 w...

  3. 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.

  4. French Customs

    CERN Multimedia

    GS Department

    2010-01-01

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

  5. Mobile-Customer Identity Recognition

    Institute of Scientific and Technical Information of China (English)

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

    2005-01-01

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

  6. Hue-specific colour memory impairment in an individual with intact colour perception and colour naming.

    Science.gov (United States)

    Jakobson, L S; Pearson, P M; Robertson, B

    2008-01-15

    Cases of hue-selective dyschomatopsias, together with the results of recent optical imaging studies [Xiao, Y., Casti, A. R. R., Xiao, J., & Kaplan, E. (2006). A spatially organized representation of colour in macaque primary visual cortex. Perception, 35, ECVP Abstract Supplement; Xiao, Y., Wang, Y., & Felleman, D. J. (2003). A spatially organized representation of colour in macaque cortical area V2. Nature, 421, 535-539], have provided support for the idea that different colours are processed in spatially distinct regions of extrastriate cortex. In the present report, we provide evidence suggesting that a similar, but distinct, map may exist for representations of colour in memory. This evidence comes from observations of a young woman (QP) who demonstrates an isolated deficit in colour memory secondary to a concussive episode. Despite having normal colour perception and colour naming skills, and above-average memory skills in other domains, QP's ability to recall visually encoded colour information over short retention intervals is dramatically impaired. Her long-term memory for colour and her colour imagery skills are also abnormal. Surprisingly, however, these impairments are not seen with all hues; specifically, her ability to remember or imagine blue shades is spared. This interesting case contributes to the literature suggesting that colour perception, naming, and memory can be clinically dissociated, and provides insights into the organization of colour information in memory.

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

    Science.gov (United States)

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

    2003-02-01

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

  8. Understanding Customer Experience Throughout the Customer Journey

    NARCIS (Netherlands)

    Lemon, Katherine N.; Verhoef, Peter C.

    2016-01-01

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

  9. 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

  10. Understanding Customer Experience Throughout the Customer Journey

    NARCIS (Netherlands)

    Lemon, Katherine N.; Verhoef, Peter C.

    2016-01-01

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

  11. The Competitive Causes and Consequences of Customer Satisfaction

    OpenAIRE

    Daniel H Simon; Gomez, Miguel I.

    2005-01-01

    We conduct two studies to test three hypotheses: (1) Competition increases a firm's customer satisfaction; (2) Rivals' customer satisfaction increases a firm's customer satisfaction; (3) Rivals' customer satisfaction reduces a firm's sales. First, we use store-level customer satisfaction data from a supermarket chain. Next, we consider a range of industries, using brand-level customer satisfaction ratings from the American Customer Satisfaction Index. Results from both studies provide support...

  12. Correlation Between Hue-angle and Colour Lightness of Steamed Black locust Wood

    Directory of Open Access Journals (Sweden)

    NÉMETH, Károly

    2008-01-01

    Full Text Available Black locust (Robinia pseudoacacia L. wood was steamed at wide range of temperature(75-130°C applying long (22 days steaming time. The colour change was monitored by CIE L*a*b*and L*h*c* colour co-ordinate systems. A wide range of colours from greenish yellow up to chocolatebrown were created by steaming in function of the steaming time and temperature. In spite of this widecolour range a good linear correlation was found between the lightness and the colour hue. Thislinearity had little distortion only above 100°C at a long steaming time. Accordingly, this linearcorrelation gives the possibility to follow the colour change during steaming by measuring only thelightness.

  13. [The effect of unconscious color hue saturation on emotional state of human].

    Science.gov (United States)

    Khoroshikh, V V; Ivanova, V Iu; Kulikov, G A

    2012-01-01

    The aim of the study was to investigate influence of color hue saturation on emotional state of human. We use frontal EEG asymmetry to determine subject's emotional state. Our emotional stimuli summon opposite dynamics of frontal EEG asymmetry. Negative stimuli elicits decreasing of the value of frontal EEG asymmetry and positive stimuli increases the value of frontal EEG asymmetry in fronto-polar and frontal leads. Such dynamics of frontal EEG asymmetry point the emotional experience in accordance the stimulus modality. Blue and red color modification of stimuli leads changes in dynamics of frontal EEG asymmetry during presentation of emotional stimuli and after. In fact, that no one subject gave a report about color difference between stimuli during an experiment, we conclude that influence of color modification was unconscious. Our result shows the possibility of unconscious perception color modification to emotional state of human.

  14. Modeling customer loyalty using customer lifetime value.

    OpenAIRE

    Glady, N.; Baesens, Bart; Croux, Christophe

    2006-01-01

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

  15. Callicarpa bachmaensis Soejima & Tagane (Lamiaceae), a new species from Bach Ma National Park in Thua Thien Hue Province, Central Vietnam.

    Science.gov (United States)

    Soejima, Akiko; Tagane, Shuichiro; Van, Ngoc Nguyen; Duy, Chinh Nguyen; Huong, Nguyen Thi Thanh; Yahara, Tetsukazu

    2016-01-01

    A new species, Callicarpa bachmaensis Soejima & Tagane, sp. nov., is described and illustrated from Bach Ma National Park in Thua Thien Hue Province, Central Vietnam. This species has a characteristic liana habit, white corolla, and narrowly elliptic to narrowly lanceolate, entire, occasionally subequal leaves, by which it is clearly distinguished from the other previously known species of this genus.

  16. 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...

  17. Organisational Effectiveness and Customer Satisfaction

    National Research Council Canada - National Science Library

    Ambrož, Milan; Praprotnik, Martina

    2008-01-01

    This paper presents a test of the relationship between organizational culture as a crucial indicator of organizational effectiveness and customer satisfaction using service-unit data from two health resorts...

  18. 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)

  19. 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...

  20. Creating customer loyalty through service customization

    NARCIS (Netherlands)

    Coelho, Pedro S.; Henseler, Jörg

    2012-01-01

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

  1. Turning customer satisfaction measurements into action

    OpenAIRE

    Lervik-Olsen, Line; Witell, Lars; Gustafsson, Anders

    2014-01-01

    Purpose – The purpose of this paper is to contribute to the literature on customer orientation by developing and empirically testing a model that attempts to explain the elements that constitute customer orientation and that, in turn, influence customer satisfaction. In particular, this study focuses on how service firms design, collect, analyse and use customer-satisfaction data to improve service performance. This study has the following three research objectives: to understand ...

  2. Turning customer satisfaction measurements into action

    OpenAIRE

    Lervik-Olsen, Line; Witell, Lars; Gustafsson, Anders

    2014-01-01

    Purpose – The purpose of this paper is to contribute to the literature on customer orientation by developing and empirically testing a model that attempts to explain the elements that constitute customer orientation and that, in turn, influence customer satisfaction. In particular, this study focuses on how service firms design, collect, analyse and use customer-satisfaction data to improve service performance. This study has the following three research objectives: to understand ...

  3. Customer Responsiveness

    Science.gov (United States)

    Chiu, Mary

    2002-01-01

    If you know anyone who's been involved in building a spacecraft, I'm sure you've heard the mantra, 'Test what you fly, and fly what you test.' Listen to a project manager from my institution (The Johns Hopkins Applied Physics Laboratory, a.k.a. APL) talking in his or her sleep, and this is likely what you're going to hear. At APL, we do a lot of testing. We probably do more testing in the initial stages of a project than we could explain to review boards. Perhaps we are conservative in this respect, but our project managers and engineers believe in getting a good night's sleep before a launch, and testing is a good way of ensuring that. So you can imagine my reaction when the NASA project manager, Don Margolies, suggested that on the Advanced Composition Explorer (ACE) mission we pull all the instruments off the spacecraft after we had just completed the full range of environmental testing. This would allow the scientists to do a better job of calibrating their instruments.

  4. Surveying your internal customers.

    Science.gov (United States)

    Weir, V L

    1998-06-01

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

  5. 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? .

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

    OpenAIRE

    Ngo Vu Minh; Nguyen Huan Huu

    2016-01-01

    This study develops and empirically tests the interrelationships between service quality, customer satisfaction, and customer loyalty in a retail banking context. Increasingly intense competitiveness and fundamental changes in the business environment nowadays are forcing firms to implement a customer-focused strategy which raises the importance of customer-related constructs such as customer satisfaction, service quality, and customer loyalty in explaining a firm’s performance. In particular...

  7. The Image of Financial Institution as Islamic Bank In Mediation Service Quality and Customer Satisfaction on Customer Loyalty in Purwokerto.

    OpenAIRE

    Chandra Warsito

    2015-01-01

    The paper aims to determine the effect of service quality on customer satisfaction, service quality, customer satisfaction and image on customer loyalty, quality of service to the company’s image, to determine the image of financial institutions in mediating the relationship variable quality of service and customer satisfaction on customer loyalty. The samples used were 110 customers and methods of analysis used is Structural Equation Modeling (SEM) test results find no significant effect of ...

  8. Development of size-customized hepatocarcinoma spheroids as a potential drug testing platform using a sacrificial gelatin microsphere system.

    Science.gov (United States)

    Leong, Wenyan; Kremer, Antje; Wang, Dong-An

    2016-06-01

    Sacrificial gelatin microspheres can be developed as a cell delivery vehicle for non-anchorage dependent cells - its incorporation into a macroscopic scaffold system not only allows the cells to be cultured in suspension within cavities left behind by the sacrificial material, it also allows scaffold-free tissue development to be confined within the cavities. In this study, dense and highly viable hepatocarcinoma spheroids were developed by means of encapsulation in sacrificial gelatin microspheres produced via a simple water-in-oil emulsion technique. By initial selection of microsphere size and distribution, spheroid size can be controlled for various applications such as uniform tumor spheroids as a reproducible three-dimensional drug screening and testing platform that better mimics the in vivo nature of tumors (instead of conventional monolayer culture), as this study has suggested as a proof-of-concept with chemotherapy drug Doxorubicin. Copyright © 2016 Elsevier B.V. All rights reserved.

  9. Customer satisfaction and competencies

    DEFF Research Database (Denmark)

    Gritti, Paola; Foss, Nicolai Juul

    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......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...

  10. High prevalence of cattle fascioliasis in coastal areas of Thua Thien Hue province, Vietnam

    Science.gov (United States)

    NGUYEN, Nga Thi; LE, Thinh Cong; VO, Minh Duc Co; VAN CAO, Hoang; NGUYEN, Ly Thi; HO, Khanh Thi; NGUYEN, Quyet Ngoc; TRAN, Vui Quang; MATSUMOTO, Yasunobu

    2017-01-01

    In Vietnam, especially central Vietnam, patients with fascioliasis are increasingly being reported. Since the fascioliasis is zoonotic, survey on the cattle fascioliasis should be informative for the control of human fascioliasis. In this study, the prevalence of cattle fascioliasis as well as the density of the intermediate host snails, Lymnaea swinhoei and L. viridis, were studied in Thua Thien Hue (TTH) province during 2014–2015. A total of 572 cattle feces were examined from 27 communes in 9 districts. Fasciola eggs were detected in cattle from 24 communes with an average prevalence of 23.4% (134/ 572). The highest prevalence was detected in cattle in the coastal plain terrain (31.0%) followed by plain (25.5%), mountain (21.7%), and low hilly (16.2%) terrains. The highest proportion of heavy infection (>200 EPG) was observed in the coastal plain terrain (36.1%), followed by mountains (20.0%), low hills (13.0%), and plains (8.9%). Low number of heavy infection, as well as relatively low prevalence in low hills and plains were associated with the extensive use of anti-fluke treatments. High number of intermediate host snails in low hilly and plain terrains also indicate high risk of fascioliasis. In this study, the density of Lymnaea snails in the coastal plain terrain was found to be very high (17.3 snails/m2) compared to that in previous studies. This is the first report indicating the recent expansion of cattle fascioliasis in the coastal region in Vietnam. PMID:28458272

  11. Midtemperature solar systems test facility predictions for thermal performance based on test data. Custom engineering trough with glass reflector surface and Sandia-designed receivers

    Science.gov (United States)

    Harrison, T. D.

    1981-05-01

    Thermal performance predictions based on test data are presented for the trough and receivers for three output temperatures at five cities in the United States. Two experimental receivers were tested, one with an antireflective coating on the glass envelope around the receiver tube, and one without the antireflective coating.

  12. Customer satisfaction and competencies

    DEFF Research Database (Denmark)

    Gritti, Paola; Foss, Nicolai Juul

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

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

    OpenAIRE

    Lee, Linda

    2016-01-01

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

  14. Customer-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...

  15. Customers' evaluation of service

    Directory of Open Access Journals (Sweden)

    J. Tsosa

    2002-12-01

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

  16. Managing Customer Expectations

    National Research Council Canada - National Science Library

    Jeff Parke

    2012-01-01

      If a service provider customer's satisfaction level is changing, find out if something has happened, either at the customer's end or at the service provider's, to affect their expectations or perceptions...

  17. 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....

  18. Customer Experience Management Overview

    OpenAIRE

    Havíř, David

    2016-01-01

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

  19. 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.

  20. Customer loyalty building

    OpenAIRE

    Nováková, Veronika

    2012-01-01

    This bachelor thesis focuses on the customer loyalty. It gives an example of CRM project which aims to build the loyalty of customers to some brand or product so the customer would return to the company and would be satisfied with all products and services he get.

  1. Customer Satisfaction with Training Programs.

    Science.gov (United States)

    Mulder, Martin

    2001-01-01

    A model for evaluating customer satisfaction with training programs was tested with training purchasers. The model confirmed two types of projects: training aimed at achieving learning results and at changing job performance. The model did not fit for training intended to support organizational change. (Contains 31 references.) (SK)

  2. Customer Satisfaction with Training Programs.

    Science.gov (United States)

    Mulder, Martin

    2001-01-01

    A model for evaluating customer satisfaction with training programs was tested with training purchasers. The model confirmed two types of projects: training aimed at achieving learning results and at changing job performance. The model did not fit for training intended to support organizational change. (Contains 31 references.) (SK)

  3. 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.

  4. 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...

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

    Directory of Open Access Journals (Sweden)

    Mohamad Dimyati,

    2015-11-01

    Full Text Available 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 study population. By using random sampling, 100 respondents were taken as the samples. Structural Equation Modeling (SEM was applied as the data analysis model. The result shows that: a marketing communication has a significantly positive effect on customer satisfaction; b marketing communication has a significantly positive effect on customer loyalty; c customer satisfaction has a significantly positive effect on customer loyalty; and d customer satisfaction has a very important role in mediating marketing communication effect on customer loyalty of the IM3 user community in Jember regency

  6. Linking Customer Interaction and Innovation

    DEFF Research Database (Denmark)

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

    2011-01-01

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

  7. A new hue capturing technique for the quantitative interpretation of liquid crystal images used in convective heat transfer studies

    Science.gov (United States)

    Camci, C.; Kim, K.; Hippensteele, S. A.

    1992-01-01

    A new image processing based color capturing technique for the quantitative interpretation of liquid crystal images used in convective heat transfer studies is presented. This method is highly applicable to the surfaces exposed to convective heating in gas turbine engines. It is shown that, in the single-crystal mode, many of the colors appearing on the heat transfer surface correlate strongly with the local temperature. A very accurate quantitative approach using an experimentally determined linear hue vs temperature relation is found to be possible. The new hue-capturing process is discussed in terms of the strength of the light source illuminating the heat transfer surface, the effect of the orientation of the illuminating source with respect to the surface, crystal layer uniformity, and the repeatability of the process. The present method is more advantageous than the multiple filter method because of its ability to generate many isotherms simultaneously from a single-crystal image at a high resolution in a very time-efficient manner.

  8. Measuring Customer Satisfaction with Public Schools.

    Science.gov (United States)

    Lowe, Tracey M.; And Others

    1996-01-01

    Discusses the measurement of customer satisfaction with public school districts based on collaborative efforts generated by the Florida Schoolyear 2000 Initiative. Describes implementing customer satisfaction surveys in Florida, explains the testing of the surveys with businesses and parents, and discusses trends in performance improvement. (LRW)

  9. 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.

  10. Using a prescribed fire to test custom and standard fuel models for fire behaviour prediction in a non-native, grass-invaded tropical dry shrubland

    Science.gov (United States)

    Andrew D. Pierce; Sierra McDaniel; Mark Wasser; Alison Ainsworth; Creighton M. Litton; Christian P. Giardina; Susan Cordell; Ralf Ohlemuller

    2014-01-01

    Questions: Do fuel models developed for North American fuel types accurately represent fuel beds found in grass-invaded tropical shrublands? Do standard or custom fuel models for firebehavior models with in situ or RAWS measured fuel moistures affect the accuracy of predicted fire behavior in grass-invaded tropical shrublands? Location: Hawai’i Volcanoes National...

  11. The Impact of E-Media on Customer Purchase Intention

    National Research Council Canada - National Science Library

    Mehmood Rehmani; Muhammad Ishfaq Khan

    2011-01-01

    ...) parameters that have effect over the customers buying decisions. The research focused on the development of research model to test the impact of social media on the customer purchase intention...

  12. How Customers Choose Hotels

    OpenAIRE

    Hera Oktadiana; Andhika Kurnia

    2011-01-01

    In the advancement of hospitality industry, thus it is important for hotel sales and marketing to understand the customer behavior in order to create effective marketing. Factors that influence customer behavior as individuality consist of personal and interpersonal factors. Personal factors include the needs, wants, motivation, perception, learning, personality, lifestyle, and self-concept. Meanwhile, interpersonal factors come from culture and sub-culture, group references, customers throug...

  13. Customer relationships marketing

    OpenAIRE

    Đorđević Bojan

    2005-01-01

    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 clic...

  14. 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

  15. 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...

  16. Analytics for Customer Engagement

    NARCIS (Netherlands)

    Bijmolt, Tammo H. A.; Leeflang, Peter S. H.; Block, Frank; Eisenbeiss, Maik; Hardie, Bruce G. S.; Lemmens, Aurelie; Saffert, Peter

    2010-01-01

    In this article, we discuss the state of the art of models for customer engagement and the problems that are inherent to calibrating and implementing these models. The authors first provide an overview of the data available for customer analytics and discuss recent developments. Next, the authors di

  17. 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.

  18. Analytics for Customer Engagement

    NARCIS (Netherlands)

    Bijmolt, Tammo H. A.; Leeflang, Peter S. H.; Block, Frank; Eisenbeiss, Maik; Hardie, Bruce G. S.; Lemmens, Aurelie; Saffert, Peter

    In this article, we discuss the state of the art of models for customer engagement and the problems that are inherent to calibrating and implementing these models. The authors first provide an overview of the data available for customer analytics and discuss recent developments. Next, the authors

  19. British Sign Name Customs

    Science.gov (United States)

    Day, Linda; Sutton-Spence, Rachel

    2010-01-01

    Research presented here describes the sign names and the customs of name allocation within the British Deaf community. While some aspects of British Sign Language sign names and British Deaf naming customs differ from those in most Western societies, there are many similarities. There are also similarities with other societies outside the more…

  20. English Idioms and Customs

    Institute of Scientific and Technical Information of China (English)

    张小乔

    2015-01-01

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

  1. REGIONAL CUSTOMS DIRECTORATES MANAGEMENT

    Directory of Open Access Journals (Sweden)

    CABA STEFAN

    2009-05-01

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

  2. Managing Global Customers

    NARCIS (Netherlands)

    G.S. Yip (George)

    2009-01-01

    textabstractMultinational companies need to manage their relationships with multinational customers in a globally integrated approach. This paper provides a systematic framework for developing and implementing such global customer management programmes. The paper is based on Chapter 1 of George S. Y

  3. Customer Relationship Management.

    Science.gov (United States)

    Fayerman, Michael

    2002-01-01

    Presents an approach increasingly employed by businesses to track and respond to their customers to provide better and faster services: customer relationship management. Discusses its applicability to the operations of higher education and institutional research and the role it plays in the knowledge management framework. (EV)

  4. Customs Modernization Handbook

    OpenAIRE

    De Wulf, Luc; Sokol, José B.

    2005-01-01

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

  5. 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.

  6. Customer Relationship Management.

    Science.gov (United States)

    Fayerman, Michael

    2002-01-01

    Presents an approach increasingly employed by businesses to track and respond to their customers to provide better and faster services: customer relationship management. Discusses its applicability to the operations of higher education and institutional research and the role it plays in the knowledge management framework. (EV)

  7. Keeping Your Customers Satisfied.

    Science.gov (United States)

    Maurer, Mary E.

    1996-01-01

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

  8. Customer relationships marketing

    Directory of Open Access Journals (Sweden)

    Đorđević Bojan

    2005-01-01

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

  9. 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.

  10. 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.

  11. Integration of airborne Thematic Mapper Simulator (TMS) data and digitized aerial photography via an ISH transformation. [Intensity Saturation Hue

    Science.gov (United States)

    Ambrosia, Vincent G.; Myers, Jeffrey S.; Ekstrand, Robert E.; Fitzgerald, Michael T.

    1991-01-01

    A simple method for enhancing the spatial and spectral resolution of disparate data sets is presented. Two data sets, digitized aerial photography at a nominal spatial resolution 3,7 meters and TMS digital data at 24.6 meters, were coregistered through a bilinear interpolation to solve the problem of blocky pixel groups resulting from rectification expansion. The two data sets were then subjected to intensity-saturation-hue (ISH) transformations in order to 'blend' the high-spatial-resolution (3.7 m) digitized RC-10 photography with the high spectral (12-bands) and lower spatial (24.6 m) resolution TMS digital data. The resultant merged products make it possible to perform large-scale mapping, ease photointerpretation, and can be derived for any of the 12 available TMS spectral bands.

  12. Customer Clustering Based on Customer Purchasing Sequence Data

    Directory of Open Access Journals (Sweden)

    Yen-Chung Liu

    2017-01-01

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

  13. 75 FR 70937 - U.S. Customs and Border Protection

    Science.gov (United States)

    2010-11-19

    ... SECURITY U.S. Customs and Border Protection Accreditation and Approval of Robinson International (USA) Inc., as a Commercial Gauger and Laboratory AGENCY: U.S. Customs and Border Protection, Department of... been approved to gauge and accredited to test petroleum and petroleum products for customs purposes,...

  14. The predictive ability of different customer feedback metrics for retention

    NARCIS (Netherlands)

    de Haan, Evert; Verhoef, Peter C.; Wiesel, Thorsten

    This study systematically compares different customer feedback metrics (CFMs) - namely customer satisfaction, the Net Promoter Score, and the Customer Effort Score - to test their ability to predict retention across a wide range of industries. We classify the CFMs according to a time focus (past,

  15. The predictive ability of different customer feedback metrics for retention

    NARCIS (Netherlands)

    de Haan, Evert; Verhoef, Peter C.; Wiesel, Thorsten

    2015-01-01

    This study systematically compares different customer feedback metrics (CFMs) - namely customer satisfaction, the Net Promoter Score, and the Customer Effort Score - to test their ability to predict retention across a wide range of industries. We classify the CFMs according to a time focus (past, pr

  16. 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......In order to support decision making in companies, who want to implement Mass Customisation (MC) and Product Configuration, a previously published model for customisation is developed. This model identifies customisation in four different levels, ranging from the structure level at the bottom...

  17. Project Hue: Report and field study on the water related problems and solutions in and around the Cau Hai lagoon and the Tu Hien inlet, Vietnam

    NARCIS (Netherlands)

    Peters, T.; Jongerius, Y.R.; Franken, J.T.; Ponsioen, L.A.; Tieleman, O.C.

    2015-01-01

    The Tam Giang-Cau Hai lagoon system, lying in the Thua Thien-Hue province in central Vietnam, is affected by a tropical monsoon climate. This among others is the reason the Cau Hai Lagoon area has a long history of floods and other water related problems. Inhabitants are very dependent on the lagoon

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

    OpenAIRE

    Jiwoong Shin; Sudhir, K.; Dae-Hee Yoon

    2012-01-01

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

  19. 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...

  20. RFM customer profitability analysis

    Directory of Open Access Journals (Sweden)

    Marinković Veljko

    2008-01-01

    Full Text Available Measuring the customer profitability is a very important activity for each and every modern marketing oriented firm. By identifying profitable customer segments, the efficiency and the effectiveness of the marketing strategies can be significantly improved. One of the best-known methods for identifying the most valuable customers is the RFM method. The application of this method is particularly important in the decision-making process related to justification of the application of the various direct marketing strategies, and especially when the introduction of the new product into the market is the key issue.

  1. 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.

  2. ANTESEDEN CUSTOMER LOYALTY PADA LOW COST CARRIER AIRLINE

    OpenAIRE

    Marcella Harlan

    2015-01-01

    The background of this research was Customer loyalty as a competitive advantage in service industry.The design of this research applies a survey toward unit of analysis on Low Cost Carrier Airline to interview the passanger for testing hypothesis. Meanwhile the required data consist of five variables; Recovery Satisfaction, Corporate Social Responsibility, Customer Trust, Customer Loyalty. The aggregate numbers of customer being respondent of the study are 200. Data analysis us...

  3. Service provider-Customer Relationship: To What Extent Are Customers in Terengganu Being Respected?

    Directory of Open Access Journals (Sweden)

    Siti Haryati Shaikh Ali,

    2011-06-01

    Full Text Available Today’s rapidly changing environment is demanding service companies to seek more creative and flexible means for dealing with competition. In fact, more and more retailers are investing in relationship building as a strategy for enhancing customer retention in the business-to-customer (B2C context. From the literature, it is learnt that efforts are being concentrated in creating quality relationship with customers. This effort should include respecting customers. Respecting customers is one of the easiest ways to earn quality relationship with customers. However, the big question is to what extent does respect affect the quality of relationship between customer and service provider? The purpose of this study is to determine the dimensions of respect and to what extent it affects relationship quality. This preliminary study draws on empirical results from clients of banks and clinics in Kuala Terengganu. The hypotheses were tested using Pearson Correlation and Multiple Regression Analysis to examine the relationship between the three dimensions of respect and overall relationship quality. The results of the empirical tests give some support to the view that attention to the particularity, understanding and responsibility towards customers are crucial in shaping customers perception of respect and the quality of their relationship with service providers.

  4. Are all customers really the same? Comparing service quality and satisfaction between residential and business telecommunications customers

    Directory of Open Access Journals (Sweden)

    Charles Makanyeza

    2016-03-01

    Full Text Available Orientation: The study focused on the moderating role of the type of customer on the relationship between service quality and customer satisfaction.Research purpose: The study sought to examine differences in the relationship between service quality and customer satisfaction because of the type of customer.Motivation for the study: Previous studies have not examined the relationship between service quality and customer satisfaction between residential and business customers.Research design, approach and method: The study used a cross-section of 203 customers (108 residential and 95 business in the fixed-line telecommunications sector in Zimbabwe. Moderated regression analysis was performed to test the research hypotheses.Main findings: It was established that the customer category (residential versus business does not moderate the effect of service quality on customer satisfaction. Practical/managerial implications are, generally, that it is not necessary to segment customers by customer category (residential versus business when managing service quality to achieve customer satisfaction.Contribution/value add: The main theoretical contribution of the study is the comparison of the effect of service quality on customer satisfaction between residential and business customers.

  5. New method of reliability test for powertrain of a vehicle correlated with customers%用户相关汽车动力传动系可靠性试验新方法

    Institute of Scientific and Technical Information of China (English)

    门玉琢; 于海波; 韩愈

    2013-01-01

    In order to study the reliability of powertrain of a heavy-duty truck,a new method of enhancement test correlated with actual using conditions of a vehicale powertrain and its cumulative energy based on a typical highway in mountain area was presented,it could combine customer actual usage conditions of vehicles with the enhancement test on the typical highway in mountain area to avoid the blindness of previous powertrain reliability tests.The test data were collected on the typical highway in mountain area and the actual customer usages,and the combined grading matrix of the torque of the drive shaft versus rotational speed was used to obtain the cumulative energy distribution loading spectrum.According to the straight line equation of Weibull distribution probability and the mathematical model of the powertrain cumulative energy,the total cumulative energy of the four typical customer roads and that of each actual customer under failure probabihty of 90% were calculated by combining the proportions of the roads and the vehicle load data in the actual survey,Weibull distribution function was checked with the K-S test method,and then Monte-Carlo method was used to simulate the total energy output of the powertrain of 90% customers.The correlated calculations were done for the cumulative energy of the typical highway in mountain areas and that of 90% customers to obtain the enhancement coefficients and the reliability test procedure of the typical highway in mountain area so as to provide an important basis for scientific evaluation and assessment of reliability test of vehicle powertrain.%为研究某重型载货汽车动力传动系的可靠性,提出基于山区典型公路与用户实际使用工况累积能量相关联的汽车动力传动系强化试验新方法.该方法能将用户对车辆的实际使用工况与山区典型公路强化试验相结合,可避免传动系可靠性试验的盲目性.采集山区典型公路与用户真实用法的试验

  6. Bank Customers Management System

    Directory of Open Access Journals (Sweden)

    Ebubeogu Amarachukwu Felix

    2015-08-01

    Full Text Available ABSTRACT The purpose of this project is in partial fulfilment of the requirements of Bachelor of Science Hon in Information Technology. The Design and development of this Bank customers Management system provides a more secured approach in managing bank customers information which strengthens the relationships between banks and their customers by providing the right solutions that uses a multi-level security to improve customer satisfaction. The technology used in developing this project is ASP.NET and the programming language used to develop this project is C and the IDE used is Microsoft Visual Studio 2013 professional in designing the front end while the back end uses Microsoft SQL Server 2012.

  7. Research on Manchu customs

    Institute of Scientific and Technical Information of China (English)

    赵昕

    2013-01-01

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

  8. Large Customers (DR Sellers)

    Energy Technology Data Exchange (ETDEWEB)

    Kiliccot, Sila [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States)

    2011-10-25

    State of the large customers for demand response integration of solar and wind into electric grid; openADR; CAISO; DR as a pseudo generation; commercial and industrial DR strategies; California regulations

  9. Arkitektur & Mass customization

    DEFF Research Database (Denmark)

    Ryborg Jørgensen, Thomas

    2007-01-01

    Publikationens ambition er at udrede og give indblik i produktindustriens seneste udvikling med forretnings- og produktionsstrategien Mass Customization, og dermed en indgang til de muligheder og problemer der knytter sig til implementering af disse eller tilsvarende strategier i byggebranchen, og...

  10. ASD Customer Satisfaction Survey

    Data.gov (United States)

    Department of Veterans Affairs — ASD implemented a customer satisfaction survey for our products and services. This feedback will provide a better understanding of how ASD products and services can...

  11. Customer Innovation Process Leadership

    DEFF Research Database (Denmark)

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

    2007-01-01

    Innovation leadership has traditionally been focused on leading the companies' product development fast, cost effectively and with an optimal performance driven by technological inventions or by customers´ needs. To improve the efficiency of the product development process focus has been...... on different types of organisational setup to the product development model and process. The globalization and enhanced competitive markets are however changing the innovation game and the challenge to innovation leadership Excellent product development innovation and leadership seems not any longer to enough...... another outlook to future innovation leadership - Customer Innovation Process Leadership - CIP-leadership. CIP-leadership moves the company's innovation process closer to the customer innovation process and discusses how companies can be involved and innovate in customers' future needs and lead...

  12. A Custom Made Intrinsic Silicone Shade Guide for Indian Population

    Science.gov (United States)

    Behanam, Mohammed; Ahila, S.C.; Jei, J. Brintha

    2016-01-01

    Introduction Replication of natural skin colour in maxillofacial prosthesis has been traditionally done using trial and error method, as concrete shade guides are unavailable till date. Hence a novel custom made intrinsic silicone shade guide has been attempted for Indian population. Aim Reconstruction of maxillofacial defects is challenging, as achieving an aesthetic result is not always easy. A concoction of a novel intrinsic silicone shade guide was contemplated for the study and its reproducibility in clinical practice was analysed. Materials and Methods Medical grade room temperature vulcanising silicone was used for the fabrication of shade tabs. The shade guide consisted of three main groups I, II and III which were divided based upon the hues yellow, red and blue respectively. Five distinct intrinsic pigments were added in definite proportions to subdivide each group of different values from lighter to darker shades. A total number of 15 circular shade tabs comprised the guide. To validate the usage of the guide, visual assessment of colour matching was done by four investigators to investigate the consent of perfect colour correspondence. Data was statistically analysed using kappa coefficients. Results The kappa values were found to be 0.47 to 0.78 for yellow based group I, 0.13 to 0.65 for red based group II, and 0.07 to 0.36 for blue based group III. This revealed that the shade tabs of yellow and red based hues matched well and showed a statistically good colour matching. Conclusion This intrinsic silicone shade guide can be effectively utilised for fabrication of maxillofacial prosthesis with silicone in Indian population. A transparent colour formula with definite proportioning of intrinsic pigments is provided for obtaining an aesthetic match to skin tone. PMID:27190946

  13. Customer satisfaction and business excellence

    DEFF Research Database (Denmark)

    Kristensen, Kai; Martensen, Anne; Grønholdt, Lars

    , 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......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...

  14. 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...

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

    Directory of Open Access Journals (Sweden)

    Senić Radoslav

    2013-01-01

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

  16. The customer has escaped.

    Science.gov (United States)

    Nunes, Paul F; Cespedes, Frank V

    2003-11-01

    Every company makes choices about the channels it will use to go to market. Traditionally, the decision to sell through a discount superstore or a pricey boutique, for instance, was guided by customer demographics. A company would identify a target segment of buyers and go with the channel that could deliver them. It was a fair assumption that certain customer types were held captive by certain channels--if not from cradle to grave, then at least from initial consideration to purchase. The problem, the authors say, is that today's customers have become unfettered. As their channel options have proliferated, they've come to recognize that different channels serve their needs better at different points in the buying process. The result is "value poaching." For example, certain channels hope to use higher margin sales to cover the cost of providing expensive high-touch services. Potential customers use these channels to do research, then leap to a cheaper channel when it's time to buy. Customers now hunt for bargains more aggressively; they've become more sophisticated about how companies market to them; and they are better equipped with information and technology to make advantageous decisions. What does this mean for your go-to-market strategy? The authors urge companies to make a fundamental shift in mind-set toward designing for buyer behaviors, not customer segments. A company should design pathways across channels to help its customers get what they need at each stage of the buying process--through one channel or another. Customers are not mindful of channel boundaries--and you shouldn't be either. Instead, they are mindful of the value of individual components in your channels--and you should be, too.

  17. Customer relationship marketing

    OpenAIRE

    Sæter, Jan Øyvind

    2006-01-01

    Customer relationship marketing has become an interesting choice of strategy for companies in today’s competitive markets. Different positioning strategies like price and product quality are easy to imitate, eluding the importance of sustainable competitive advantage. The customers need to be attracted and bonded towards the store through relationships. The paper discusses several factors affecting relationship marketing and the advantages with this strategy. Through the the...

  18. CUSTOMER RELATIONSHIP MANAGEMENT

    OpenAIRE

    Ioan Bordean; Alina Raileanu

    2008-01-01

    In order to maintain in a market economy with the competition becoming increasingly tough, with consumer preferences and demands more sophisticated and diverse, a company must manage in the best possible way the relations with the existing and potential customers to know their preferences, attitudes, purchasing behaviour, motivations, in order to attract the proper clients for their company products. These goals may be achieved by implementing a strategy called “Customer Relationship Manageme...

  19. Customs control of goods

    OpenAIRE

    Mentor Gashi; Ramadan Gashi

    2015-01-01

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

  20. 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.

  1. Customer Innovation Process Leadership

    DEFF Research Database (Denmark)

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

    2007-01-01

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

  2. The Impact of Customer-Based Brand Equity on Customer Acquisition and Customer Retention

    OpenAIRE

    F. Stahl; Heitmann, M.; Lehmann, D R

    2010-01-01

    The topic of marketing accountability is of great interest to marketing researchers and professionals. In this paper, we model the impact of customer-based brand equity on customer acquisition and customer retention which can be used as the basis for calculating customer equity. Using actual purchase data of 39 automobile brands sold in the US between 1999 and 2008 we derive customer acquisition and customer retention from first-order Markov brand-switching matrices. Brand equity is defined b...

  3. 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...

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

    OpenAIRE

    Turunen, Susanna

    2011-01-01

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

  5. Customer Engagement as a New Perspective in Customer Management

    NARCIS (Netherlands)

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

    2010-01-01

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

  6. Customer Engagement as a New Perspective in Customer Management

    NARCIS (Netherlands)

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

    2010-01-01

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

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

    NARCIS (Netherlands)

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

    2014-01-01

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

  8. Customer satisfaction toward TrueMove customer service

    OpenAIRE

    Raja Abbas, Haider; Koobgrabe, Chokaew; Chutima, Punyanuch

    2008-01-01

    Title: Customer Satisfaction toward TrueMove Customer Service Problem Statement: How are TrueMove customers satisfied with the customer service provided at TrueMove shops in Bangkok? Purpose: To evaluate “whether” and “how” TrueMove customers are satisfied or dissatisfied with the customer service provided at TrueMove shops in the Bangkok region with the help of evaluation of service quality by customers of the shop. Theory and Methods: The research bases mainly on quantitative method; that i...

  9. The Role of Multichannel Marketing in Customer Retention and Loyalty: Study in Emerald Bank Customer in Indonesia

    Directory of Open Access Journals (Sweden)

    Ambarwati Ambarwati

    2015-09-01

    Full Text Available Attention on the relationship between customer retention, customer loyalty, and customer satisfaction that serves as "seed" of customer loyalty highlight the important factors for multichannel management. With the growing trends of people in investing their money in bank for securities need to be responded by the marketing department to create better marketing strategies. The purpose of this study is to examine and explain the effect of a multichannel bank on emerald customers retention   in one of the largest SOE bank in Indonesia, in the city of Surabaya, BNI (Bank Negara Indonesia toward customer  satisfaction, loyalty and customer  retention. This study develops the theory  of  mix marketing by using multichannel  as one of the elements that can increase customer retention   using satisfaction mediation and customer loyalty. Mechanical determination of sample units in this study is a  purposive sampling, of 89 respondents. Generalized Structured Component Analysis (GSCA was applied to test the hypotheses. The results of this study indicate that direct multichannel not  significantly effect the customer retention. Customer satisfaction can not be a perfect mediation  and the customer loyalty can be a perfect mediation in the relationship between multichannel and customer retention. This study contributes to the banking industry in applying the concept of the mix marketing.

  10. Sustainable Development of Slow Fashion Businesses: Customer Value Approach

    National Research Council Canada - National Science Library

    Jung, Sojin; Jin, Byoungho

    2016-01-01

    ... fashion can enhance protability is still largely unknown. Based on a customer value creation framework, this study empirically tested a structural model that specied the slow fashion attributes ...

  11. The Dimensions Of Customer Preference In The Foodservice Industry

    National Research Council Canada - National Science Library

    bin Abang Abdurahman, Abang Zainoren; Hamali, Jamil; Abdullah, Firdaus

    2013-01-01

    .... This paper presents the dimensions of customer preference in the food service industry, tested empirically for unidimensionality, reliability and validity using both exploratory and confirmatory factor analysis...

  12. Smart customers, dumb companies.

    Science.gov (United States)

    Locke, C

    2000-01-01

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

  13. Fabricating customized hydrogel contact lens

    Science.gov (United States)

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

    2016-10-01

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

  14. Emotional Satisfaction of Customer Contacts

    NARCIS (Netherlands)

    Güngör, Hüseyin

    2007-01-01

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

  15. 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,

  16. Emotional Satisfaction of Customer Contacts

    NARCIS (Netherlands)

    Güngör, Hüseyin

    2007-01-01

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

  17. 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

  18. 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

  19. Encounters with immigrant customers

    DEFF Research Database (Denmark)

    Mygind, Anna; Espersen, Sacha; Nørgaard, Lotte Stig

    2013-01-01

    OBJECTIVES: To explore the challenges that Danish community pharmacy staff encounter when serving non-Western immigrant customers. Special attention was paid to similarities and differences between the perceptions of pharmacists and pharmacy assistants. METHODS: A questionnaire was distributed...... to one pharmacist and one pharmacy assistant employed at each of the 55 community pharmacies located in the five local councils in Denmark with the highest number of immigrant inhabitants. KEY FINDINGS: The total response rate was 76% (84/110). Most respondents found that the needs of immigrant customers...... companies. CONCLUSIONS: Community pharmacy staff report poorer quality in their encounters with immigrant customers, including sub-optimal counselling and frequent use of under-aged children as interpreters. Our study also reveals certain differences across personnel groups, which may be explained...

  20. Effects of hue, saturation, and brightness on preference: a study on Goethe's color circle with RGB color space

    Science.gov (United States)

    Camgoz, Nilgun; Yener, Cengiz

    2002-06-01

    In order to investigate preference responses for foreground- background color relationships, 85 university undergraduates in Ankara, Turkey, viewed 6 background colors (red, yellow, green, cyan, blue, and magenta) on which color squares of differing hues, saturations, and brightnesses were presented. All the background colors had maximum brightness (100%) and maximum saturation (100%). Subjects were asked to show the color square they preferred on the presented background color viewed through a computer monitor. The experimental setup consisted of a computer monitor located in a windowless room, illuminated with cove lighting. The findings of the experiment show that the brightness 100%- saturation 100% range is significantly preferred the most (p-value < 0.03). Thus, color squares that are most saturated and brightest are preferred on backgrounds of most saturated and brightest colors. Regardless of the background colors viewed, the subjects preferred blue the most (p-value < 0.01). Findings of the study are also discussed with pertinent research on the field. Through this analysis, an understanding of foreground-background color relationships in terms of preference is sought.

  1. Screening of inorganic and organic contaminants in floodwater in paddy fields of Hue and Thanh Hoa in Vietnam

    DEFF Research Database (Denmark)

    Trinh Thu, Ha; Marcussen, Helle; Hansen, Hans Chr. Bruun

    2017-01-01

    was investigated in Thanh Hoa and Hue. Water samples were taken at 16 locations in canals, paddy fields and rivers before and during the flood. In total, 940 organic micro-pollutants in the water samples were determined simultaneously by GC-MS method with automatic identification and quantification system (AIQS......In the rainy season, rice growing areas in Vietnam often become flooded by up to 1.5 m water. The floodwater brings contaminants from cultivated areas, farms and villages to the rice fields resulting in widespread contamination. In 2012 and 2013, the inorganic and organic contaminants in floodwater......), while ICP-MS was used for determination of ten trace elements in the samples. The concentrations of 277 organic micro-pollutants and ten elements (As, Cu, Cd, Cr, Co, Pb, Zn, Fe, Mn, Al) ranged from 0.01 to 7.6 μg L−1 and 0.1 to 3170 μg L−1, respectively, in the floodwater. Contaminants originated from...

  2. Take Five for Customer Service

    OpenAIRE

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

    2016-01-01

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

  3. Customer Satisfaction in Hotel Services

    OpenAIRE

    Bizi Mubiri, Joleen

    2016-01-01

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

  4. Fresh perspectives on customer experience

    OpenAIRE

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

    2015-01-01

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

  5. TOTAL QUALITY CUSTOMER SATISFACTION MODEL

    OpenAIRE

    Jesús Cruz Álvarez; Jesús Fabián López; Carlos Monge Perry

    2014-01-01

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

  6. Measuring customer satisfaction using SERQUAL survey

    Directory of Open Access Journals (Sweden)

    Ardeshir Tajzadeh Namin

    2012-04-01

    Full Text Available The focus of this research is on assessing the quality of services of Tehran’s Saman bank and the available gap between customer’s expectation and perception. Also the relationship between customer’s satisfaction and each dimension of service quality (ie: reliability, tangibility, responsiveness, assurance and empathy and ranking them accordingly, is investigated. The statistical population of this research is consisted of Tehran’s Saman bank customers. The research methods of this study are descriptive-survey as well as correlation. The statistical approaches of this study are correlation, t-student as well as Friedman tests. The results from a sample of 276, shows the service quality dimensions affect customers' perception based on SERQUAL. In addition, there are significant relationship between customers' perception and their satisfaction of the offered services. However, there are negative gaps between customers' perception and their level of expectation.

  7. THE EFFECT OF BANK IMAGE AND TRUST ON LOYALITY MEDIATED BY CUSTOMER SATISFACTION

    Directory of Open Access Journals (Sweden)

    Sumadi Sumadi

    2015-09-01

    Full Text Available The purpose of this study is to analyze the effect of the bank’s image and trust on customer satisfaction, as well as the effect of the image of the bank, trust, and satisfaction on customer loyalty. The study used sample of 100 people who were taken by purposive sampling technique. This research utilized multiple linear regression analysis and path analysis. Based on the hypothesis test, the results show that the image of the bank was significantly has positive effect on customer satisfaction, but trust has no significant effect on customer satisfaction. In addition, the bank’s image has no significant effect on customer loyalty. Moreover, trust and customer satisfaction significantly have positive effect on customer loyalty. Mediation test shows that customer satisfaction mediates the effect of the bank’s image on customer loyalty and customer satisfaction does not mediate trust on customer loyalty. Info

  8. Neuromarketing: Understanding Customers' Subconscious Responses to Marketing

    Directory of Open Access Journals (Sweden)

    Jussi Numminen

    2012-12-01

    Full Text Available This article presents neuromarketing as a way to detect brain activation during customer engagement. Neuromarketing is a field of marketing research that studies consumers' sensorimotor, cognitive, and affective response to marketing stimuli. We established a Virtual Customer Journey model based on the consultative selling process to study customer engagement by using brain scans. Consultative selling suggests that a customer’s shopping experience is managed by the salesperson’s behaviour and in-store marketing assets, and that the customer gets engaged step by step. A total of 16 test subjects were shown video clips and still pictures from a consultative sales process at Nokia’s flagship stores, and their brain activity was scanned. The results show that test subjects were able to associate themselves with people and events on the video and they felt safe and comfortable during the consultative selling process. The study implies that laboratories can build virtual environments that resemble real shopping environments where customers can participate in the buying process and respond to events displayed on the screen, and that neuroimaging is useful in providing valuable information on customer behaviour that is not achievable otherwise.

  9. 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.

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

    NARCIS (Netherlands)

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

    2009-01-01

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

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

    NARCIS (Netherlands)

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

    2007-01-01

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

  12. 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…

  13. Making Product Customization Profitable

    DEFF Research Database (Denmark)

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

    2010-01-01

    The main result presented in this paper is the Framework for Product Family Master Plan. This framework supports the identification of a product architecture for companies that customize products and services. The framework has five coherent aspects, the market, product assortment, supply...

  14. Antecedents to Customer Retention in a Corporate Context

    Directory of Open Access Journals (Sweden)

    Luciene Eberle

    2016-01-01

    Full Text Available Strategies for relational practice can vary considerably, depending on which constructs are driving customer retention. In this sense, we developed and tested a theoretical model considering the constructs: perceived value, service provider reputation, trust, and switching costs as antecedents to customer retention. This quantitative descriptive study began from a survey, which was applied to a sample of 269 companies-customers of a health plans operator. The data was analyzed with the use of a structural equation modeling. The results show that the perceived value influences on reputation; that reputation impacts on trust and switching costs; that switching costs are configured as antecedent to customer retention; and that customer retention is influenced by reputation. Finally, the moderating effect of customer time was investigated by means of the hierarchical regression, there being no statistically significant relationship between switching costs and customer retention.

  15. 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.

  16. Organic Light-Emitting Diode with Color Tunable between Bluish-White Daylight and Orange-White Dusk Hue

    Directory of Open Access Journals (Sweden)

    Shih-Yun Liao

    2014-01-01

    Full Text Available The varying color of sunlight diurnally exhibits an important effect on circadian rhythm of living organisms. The bluish-white daylight that is suitable for work shows a color temperature as high as 9,000 K, while the homey orange-white dusk hue is as low as 2,000 K. We demonstrate in this report the feasibility of using organic light-emitting diode (OLED technology to fabricate sunlight-style illumination with a very wide color temperature range. The color temperature can be tuned from 2,300 K to 9,300 K, for example, by changing the applied voltage from 3 to 11 V for the device composing red and yellow emitters in the first emissive layer and blue emitter in the second. Unlike the prior arts, the color-temperature span can be made much wider without any additional carrier modulation layer, which should enable a more cost effective fabrication. For example, the color-temperature span is 7,000 K for the above case, while it is 1,700 K upon the incorporation of a nanoscale hole modulation layer in between the two emissive layers. The reason why the present device can effectively regulate the shifting of recombination zone is because the first emissive layer itself possesses an effective hole modulation barrier of 0.2 eV. This also explains why the incorporation of an extra hole modulation layer with a 0.7 eV barrier did not help extend the desirable color-temperature span since excessive holes may be blocked.

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

    NARCIS (Netherlands)

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

    2015-01-01

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

  18. 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

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

    NARCIS (Netherlands)

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

    2015-01-01

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

  20. Customer Engagement as a New Perspective in Customer Management

    NARCIS (Netherlands)

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

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

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

    National Research Council Canada - National Science Library

    Marlene Amorim; Maria João Rosa; Sandra Santos

    2014-01-01

      Background and Purpose - In this study we investigate determinants of customers' quality perceptions in service processes which involve customer participation and customer to customer interaction (CCI...

  2. EOSDIS Customer Support Challenges

    Science.gov (United States)

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

    2006-05-01

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

  3. Profiling the Mobile Customer

    DEFF Research Database (Denmark)

    Jessen, Pernille Wegener; King, Nancy J.

    2010-01-01

    Mobile customers are increasingly being tracked and profiled by behavioural advertisers to enhance delivery of personalized advertising. This type of profiling relies on automated processes that mine databases containing personally-identifying or anonymous consumer data, and it raises a host...... of significant concerns about privacy and data protection. This second article in a two part series on "Profiling the Mobile Customer" explores how to best protect consumers' privacy and personal data through available mechanisms that include industry self-regulation, privacy-enhancing technologies...... and legislative reform. 1 It discusses how well privacy and personal data concerns related to consumer profiling are addressed by two leading industry self-regulatory codes from the UK and the U.S. that aim to establish fair information practices for behavioural advertising by their member companies. It also...

  4. Profiling the Mobile Customer

    DEFF Research Database (Denmark)

    Jessen, Pernille Wegener; King, Nancy J.

    2010-01-01

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

  5. ANTESEN CUSTOMER LOYALTY PADA BUDGET HOTEL

    Directory of Open Access Journals (Sweden)

    Latifa Rahma

    2016-08-01

    Full Text Available This research discusses the effects of Service Quality on Customer Satisfaction, Customer Loyalty, and Brand Image Budget hotel (Five Budget Hotel Managed by local chain hotel. The purpose of this study were 1 to analyze the effects of Service Quality on Customer Satisfaction, 2 to analyze the effects of Service Quality on Customer Loyalty, 3 to analyze the effect of Customer Satisfaction to Customer Loyalty, 4 to analyze the effects of Service Quality on the Brand Image, 5  to analyze the influence of the Customer Satisfaction Brand Image, 6 to analyze the effect of Customer Loyalty to Brand Image. The design of this research using primary data obtained by distributing questionnaires to 250 respondents eligible stayed at the Budget Hotel at least 1 time in last 12 months. Respondents were selected using purposive sampling method and the data were analyzed using AMOS version 22.0 and SPSS version 22.0. The proposed model was tested using Structural Equation Modeling (SEM and analyzed using AMOS. This study shows that 1 Service Quality found to have an influence on Customer Satisfaction, 2 Service Quality found to have an influence on Customer Loyalty, 3 Customer Satisfaction is found to have an influence on Customer Loyalty, 4 Service Quality found to have an influence on brand image, 5 Customer Satisfaction is found to have an influence on Brand Image, 6 Customer Loyalty found to have an influence on the Brand Image. The results of this study concluded that there is a positive influence of the Service Quality on Brand Image through the Customer Satisfaction and Customer Loyalty. Future researches are recommended to increase the factor of First Impression, Favorable Location, Hotel Core

  6. Customer Integration during Innovation Development

    DEFF Research Database (Denmark)

    Pedrosa, Alex

    2012-01-01

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

  7. Models Used for Measuring Customer Engagement

    Directory of Open Access Journals (Sweden)

    Mihai TICHINDELEAN

    2013-12-01

    Full Text Available The purpose of the paper is to define and measure the customer engagement as a forming element of the relationship marketing theory. In the first part of the paper, the authors review the marketing literature regarding the concept of customer engagement and summarize the main models for measuring it. One probability model (Pareto/NBD model and one parametric model (RFM model specific for the customer acquisition phase are theoretically detailed. The second part of the paper is an application of the RFM model; the authors demonstrate that there is no statistical significant variation within the clusters formed on two different data sets (training and test set if the cluster centroids of the training set are used as initial cluster centroids for the second test set.

  8. Customer Satisfaction Survey for Raumacell

    OpenAIRE

    Haapala, Henri

    2017-01-01

    This bachelor’s thesis was conducted as a customer satisfaction survey for UPM RaumaCell. The aim and purpose of the project was to find the current customer satisfaction level of UPM RaumaCell. Theoretical part of the thesis was gathered from different types of business literature and some statistical literature was also used. Customer satisfaction was defined as a term and its importance was researched as was how to measure it. Customer satisfaction surveys were thoroughly explained and...

  9. Customer Complaint Behaviour in Service

    OpenAIRE

    Tronvoll, Bård

    2008-01-01

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

  10. Reforming Customs Clearance in Pakistan

    OpenAIRE

    Ahmad, Manzoor

    2010-01-01

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

  11. The art of customer service.

    Science.gov (United States)

    Williams, Jeni

    2007-10-01

    Strategies for improving the consumer service skills of finance staff include: Hire employees who have a customer service background. Work with your human resources department to provide customer service training. Monitor new hires extensively. Offer front-end employees scripted language for situations they may face on the job. Measure the quality of customer service provided. Provide incentives for performance.

  12. Energizing Companies through Customer Compliments

    OpenAIRE

    Kipfelsberger, Petra; Bruch, Heike; Herhausen, Dennis

    2015-01-01

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

  13. The Effect of Customer Empowerment on Adherence to Expert Advice

    OpenAIRE

    Camacho, Nuno; Jong, Martijn; Stremersch, Stefan

    2014-01-01

    textabstractCustomers often receive expert advice related to their health, finances, taxes or legal procedures, to name just a few. A noble stance taken by some is that experts should empower customers to make their own decisions. In this article, we distinguish informational from decisional empowerment and study whether empowerment leads customers to adhere more or less to expert advice. We empirically test our model using a unique dataset involving 11,735 respondents in 17 countries on four...

  14. Effects of marketing tactics relationship on customer loyalty from the perspective of Irancell customers

    Directory of Open Access Journals (Sweden)

    Mohammad Haghighi

    2013-03-01

    Full Text Available The company's goal of creating long-term relationship with its customers is to reach their loyalty. Today for marketers, relationship marketing is more important for satisfying this purpose. Relationship marketing tactics are as marketing executive arms that cause retaining current customers and by means of a high quality communication makes trust and satisfaction and consequent customer loyalty. Despite competitors’ environmental factors and their advertisements, loyal customers keep purchasing and ensure the profitability of the company in this turbulent market. By investigating the past research studies and gathering information from reliable sources the relationship between relationship marketing tactics (quality of service, price perception, brand mentality and proposed value on relationship quality (trust and customer satisfaction which in turn will lead to increased loyalty of their customers, are surveyed among Irancell cellphone operator costumers. Required data based on an analytical framework for this study were distributed as questionnaire among students at the University of Sistan and Baluchestan in 2012 and research hypotheses were examined using multivariate linear regression test. The survey indicated that company was successful in the implementation of marketing tactics. Therefore, there are significant levels of customer satisfaction and trust and thus win their loyalty (90 percent.

  15. SIGNIFICANCE OF CREATING A CUSTOM DIAGNOSTIC ENGLISH LANGUAGE TEST IN ENGLISH FOR SPECIFIC PURPOSES COURSE AT THE UNIVERSITY OF NIŠ MEDICAL SCHOOL

    Directory of Open Access Journals (Sweden)

    Nataša Bakić-Mirić

    2012-03-01

    Full Text Available The purpose of a diagnostic English language testing is to help students to assess the level of English language skills and to provide students with effective training tools to improve their English language skills. This kind of test is usually designed and intended for students who reached lower intermediate level of communicative competence in reading, listening, speaking and writing skills and it is based on comprehensive needs analysis. However, it can also be adjusted for students who have reached intermediate, upper-intermediate and advanced knowledge of the English language. Conjointly, this paper also examines the use of qualitative data analysis to improve students’ English language performance while taking an ESP course, which gives an insight into what teacher needs for a successful English language course and lesson planning, and that means having an overlook into gray areas of the English language that largely cause problems for students.

  16. Follow-Up Study of Tuberculosis-Exposed Supermarket Customers with Negative Tuberculin Skin Test Results in Association with Positive Gamma Interferon Release Assay Results▿

    Science.gov (United States)

    Franken, Willeke P. J.; Koster, Ben F. P. J.; Bossink, Ailko W. J.; Thijsen, Steven F. T.; Bouwman, John J. M.; van Dissel, Jaap T.; Arend, Sandra M.

    2007-01-01

    We report a follow-up study of 29 subjects with negative tuberculin skin test (TST) results in association with positive gamma interferon release assay (IGRA) results, mainly due to responses to CFP-10 in the T-SPOT.TB assay, during a contact investigation. One year later, 12/29 subjects (41%) had converted to positive TST results in association with negative IGRA results. PMID:17626157

  17. A Study of Customer Service, Customer Satisfaction and Service Quality in the Logistics Function of the UK Food Processing Industry

    OpenAIRE

    Grant, David Bruce

    2003-01-01

    The aim of this thesis is to test the importance and sufficiency of existing constructs of customer service, customer satisfaction and service quality in the logistics function of the UK food processing industry. These activities represent ongoing challenges in the logistics discipline and are under-researched in this industry sector that is affected by primary producer crises, product commoditisation and increasing retailer power. Firms that improve customer service should inc...

  18. UNDERSTANDING CUSTOMERS - PROFILING AND SEGMENTATION

    Directory of Open Access Journals (Sweden)

    Mircea Andrei SCRIDON

    2008-01-01

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

  19. 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...

  20. 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.

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

    NARCIS (Netherlands)

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

    2009-01-01

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

  2. 76 FR 42721 - Automated Commercial Environment (ACE): Announcement of a New Start Date for the National Customs...

    Science.gov (United States)

    2011-07-19

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

  3. Who's your best customer?

    Science.gov (United States)

    MacStravic, S

    1998-01-01

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

  4. Making Product Customization Profitable

    DEFF Research Database (Denmark)

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

    2010-01-01

    The main result presented in this paper is the Framework for Product Family Master Plan. This framework supports the identification of a product architecture for companies that customize products and services. The framework has five coherent aspects, the market, product assortment, supply-production......, organization and work processes. One of the unique results is that these aspects are linked, which make it possible to make explicit recommendations for an architecture (the way a product family should be structured with clear interfaces), architecture elements and consequences. By means of a case study...

  5. 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.

  6. CUSTOMER SATISFACTION MEASUREMENT TOWARDS IDEA CELLULAR

    Directory of Open Access Journals (Sweden)

    Yousef Mehdipour

    2013-05-01

    Full Text Available Measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace. Customer satisfaction is a collective outcome of perception, evaluation, and psychological reactions to the consumption experience with a product or service. This researcharticle investigated the attitude of Idea cellular customers to Idea services. All the customers of Idea cellular in Hyderabad city (Andhra Pradesh constituted the population. The sample of the study is 2000 customers that randomly selected. A questionnaire was developed and validated through pilot testing and administered to thesample for the collection of data. The researcher personally visited respondents, thus 100% data were collected.The collected data were tabulated and analyzed by SPSS. Results showed that majority of the respondents of Idea prefer post-paid service than to pre paid and largest segment of respondents are of idea then comes Cell one, Airtel and Vodafone. this study showed that most of the respondents need improvement in service. Majority of respondents gave an excellent rate for “Idea Cellular” services.

  7. Relationship Quality as Predictor of B2B Customer Loyalty

    Directory of Open Access Journals (Sweden)

    Shaimaa S. B. Ahmed Doma

    2013-02-01

    Full Text Available Relationship marketing has become extremely important recently due to the fierce competition in today's marketplace. Companies are required to build long-term profitable relationship with customers and to achieve customer loyalty. Also, switching behaviors frequently occur among most of targeted customers. Fewer studies, however, discuss the effects of relationship quality efforts on customer loyalty. Therefore, this study is aimed to investigate the impact of relationship quality on customer loyalty in B2B context in the Egyptian shipping services sector. Building on prior research, we propose relationship quality as a higher construct comprising trust, commitment and satisfaction. An analytical model is developed as a guideline to test the relationships between relationship quality dimensions and customer loyalty.

  8. Factors driving behavioural intentions: Study of Serbian mobile operator customers

    Directory of Open Access Journals (Sweden)

    Senić Vladimir

    2016-01-01

    Full Text Available The concept of perceived value is increasingly becoming a subject of interest for authors and researchers in the field of services marketing. Perceived value represents a multi-dimensional concept that consists of a number of components. In the conducted study, four key components were analyzed: emotional value, social value, functional value and monetary value. The objective of the study was to determine the impact of four identified components of value on customer satisfaction, as well as to test impact of customer satisfaction, corporate social responsibility and corporate reputation on behavioural intentions among Serbian mobile operator customers. Research originates from the assumption that to establish long-term relationships with customers, apart from generating customer satisfaction, issues like customer perception of corporate reputation and corporate responsibility are also of great significance.

  9. Challenges and opportunities in multichannel customer management

    NARCIS (Netherlands)

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

    2006-01-01

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

  10. Challenges and opportunities in multichannel customer management

    NARCIS (Netherlands)

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

    2006-01-01

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

  11. Challenges and opportunities in multichannel customer management

    NARCIS (Netherlands)

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

    2006-01-01

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

  12. Studies on the Hue Stability of Anthocyanin in Purple-Sweetpotato%紫色甘薯花色素苷色泽稳定性研究

    Institute of Scientific and Technical Information of China (English)

    叶小利; 李学刚; 李坤培; 牟洪

    2003-01-01

    It was sensitive for anthocyanin to pH value of solution and temperature. Anthoocyanin in O2 or in acidic media was much more stable than in alkaline media. Strong alkaline would cause an irreversible change in the hue loss of anthocyanin. There had hardly effects of sucrose, glucose, K2Cr2O7 or Na2S2O3 on the red hue of anthocyanin. However, salt, soluble starch, H2O2 or 5% Vc would make the hue of anthocyanin change in different degree. The results of UV and IR scanning indicated that three rings of anthocyanin in acidic media were coplanar, but those in alkaline media were not in one plane, which would cause the permanent loss of the red hue, even back to strong acidic media.%利用红外光谱、紫外光谱等方法, 研究了酸、碱、空气、食品添加剂和氧化剂、还原剂等因素对紫色甘薯花色素苷色泽的影响. 结果表明, 紫色甘薯花色素, 在强酸条件下较稳定, 几乎不受温度、光照等的影响, 但随着碱度的增加, 花色素的色泽由红变紫、变蓝; 在空气中是比较稳定的; 葡萄糖、蔗糖、 K2Cr2O7和Na2S2O3几乎不影响花色素的稳定性, 而食盐、可溶性淀粉、 5%和5% Vc则能较明显地降低花色素的稳定性. 紫外扫描和红外扫描结果推测紫色甘薯花色素色泽的变化可能是由于其主体骨架由三环共面结构转化为三环不共面结构.

  13. Research on Landscape Gardening Art of Vietnam's Hue Royal Tombs%论越南顺化皇家陵墓园林之造园艺术

    Institute of Scientific and Technical Information of China (English)

    阮玉英; 陆琦

    2013-01-01

      越南顺化城的皇家陵墓园林是越南古典园林的精粹,也是越南保留最完美的园林之一。本文首先研究顺化城皇家陵墓园林的背景,包括当时园林建立的政治、经济以及社会背景:一方面分析外来文化(包括中国和法国文化)因素对顺化城皇家陵墓园林的理念和审美的影响,另一方面从越南本土的文化内涵和自然环境(包括地理、地貌、气候)对皇家陵墓园林的规划布局和造园手法的影响进行分析,通过对各个不同影响因素的归纳,总结出越南顺化城皇家园林自身的独特风格。%  The Hue city royal mausoleum garden is most classical garden in Vietnam , and it is also the most per-fectly reserved one in the country.This paper first researches on the Hue city royal mausoleum garden , including its political, economic and social background .On one hand, comprehensive analysis of foreign culture (including China and France culture) factors on Hue city royal mausoleum garden concept and aesthetic effect is made;on the other hand, it is intended to analyze the influence of Vietnam local cultural connotation and natural environment (including geography, landform, climate) to the royal tomb landscape planning layout .Finally, through the vari-ous influence factors of inductive , it sums up the unique style of Vietnam Hue city royal mausoleum garden .

  14. Do Professors Have Customer-Based Brand Equity?

    Science.gov (United States)

    Jillapalli, Ravi K.; Jillapalli, Regina

    2014-01-01

    This research endeavors to understand whether certain professors have customer-based brand equity (CBBE) in the minds of students. Consequently, the purpose of this study is to conceptualize, develop, and empirically test a model of customer-based professor brand equity. Survey data gathered from 465 undergraduate business students were used to…

  15. Customers' Beliefs Behind Business-to-Consumer Electronic Commerce

    Directory of Open Access Journals (Sweden)

    Nena Lim

    2001-11-01

    Full Text Available With the rising importance of electronic commerce, it is important for researchers and company executives to understand customers' beliefs behind online shopping behaviour. This proposed study extends the technology acceptance model (TAM to test the influence of experience, self-efficacy, perceived risk, and social influence on customers' acceptance of the business-to consumer (b2c e-commerce.

  16. Do Professors Have Customer-Based Brand Equity?

    Science.gov (United States)

    Jillapalli, Ravi K.; Jillapalli, Regina

    2014-01-01

    This research endeavors to understand whether certain professors have customer-based brand equity (CBBE) in the minds of students. Consequently, the purpose of this study is to conceptualize, develop, and empirically test a model of customer-based professor brand equity. Survey data gathered from 465 undergraduate business students were used to…

  17. 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...

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

    OpenAIRE

    Aija Paananen; Marko Seppänen

    2013-01-01

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

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

    OpenAIRE

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

    2007-01-01

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

  20. Knowledge Management in Customer Integration: A Customer Input Management System

    OpenAIRE

    Füller, Kathrin; Abud, Elias; Böhm, Markus; Krcmar, Helmut

    2016-01-01

    Customers can take an active role in the innovation process and provide their input (e.g., ideas, idea evaluations, or complaints) to the different phases of the innovation process. However, the management of a huge amount of unstructured customer input poses a challenge for companies. Existing software solutions focus on the early stages of idea management, and neglect the interoperability of tools, sharing, and reuse of customer inputs across innovation cycles and departments. Following the...

  1. Customer care in the NHS.

    Science.gov (United States)

    Ruddick, Fred

    2015-01-20

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

  2. Customer Loyalty in Internet Banking

    Directory of Open Access Journals (Sweden)

    Y. Aysha Fathima

    2015-06-01

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

  3. Take Five for Customer Service

    Directory of Open Access Journals (Sweden)

    Laura J. Ax-Fultz

    2016-05-01

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

  4. Studying the Effects of Relationship Marketing Tactics on Customers Loyalty from the Perspective of Irancell Customers

    Directory of Open Access Journals (Sweden)

    Hamed Asgaryeh Ahari

    2013-01-01

    Full Text Available The company's goal of creating long-term relationship with its customers is to reach theirloyalty. Today for marketers, relationship marketing is more important for satisfying thispurpose. Relationship marketing tactics are as marketing executive arms that cause retainingcurrent customers and by means of a high quality communication makes trust and satisfactionand consequent customer loyalty. Despite competitors’ environmental factors and theiradvertisements, loyal customers keep purchasing and ensure the profitability of the companyin this turbulent market. By investigating the past research studies and gathering informationfrom reliable sources the relationship between relationship marketing tactics (quality ofservice, price perception, brand mentality and proposed value on relationship quality (trustand customer satisfaction which in turn will lead to increased loyalty of their customers, aresurveyed among Irancell cellphone operator costumers. Required data based on an analyticalframework for this study were distributed as questionnaire among students at the Universityof Sistan and Baluchestan in 2012 and research hypotheses were examined using multivariatelinear regression test. The survey indicated that company was successful in theimplementation of marketing tactics. Therefore, there are significant levels of customersatisfaction and trust and thus win their loyalty (90 percent.

  5. Process Improvement: Customer Service.

    Science.gov (United States)

    Cull, Donald

    2015-01-01

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

  6. Customer Touch Point Histories

    DEFF Research Database (Denmark)

    Beckmann, Suzanne C.; Haurum, Helle

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

  7. What Customer Orders Really Cost

    OpenAIRE

    Campbell, Robert J.; Larry J. Rankin

    1998-01-01

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

  8. Customizing Prices in Online Markets

    OpenAIRE

    Reinartz, Werner

    2002-01-01

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

  9. Waiting Lines and Customer Satisfaction

    OpenAIRE

    Sridhar, M. S.

    2001-01-01

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

  10. Mass Customizing IT Service Agreements

    OpenAIRE

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

    2010-01-01

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

  11. Managing customer-centric information

    OpenAIRE

    Fellenz, Martin; BRADY, MAIREAD

    2010-01-01

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

  12. A compass for customer needs.

    Science.gov (United States)

    Hines, J D; Murray, M

    1998-02-01

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

  13. Customer service and practice profitability.

    Science.gov (United States)

    Levin, Roger P

    2004-06-01

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

  14. 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...

  15. Customers Perception of Service Quality in the Nigerian Telecommunication Sector

    Directory of Open Access Journals (Sweden)

    Kehinde Osotimehin

    2015-01-01

    Full Text Available This study examines the customers’ perception of service quality in the Nigerian telecommunication sector. Data for the study was generated through questionnaire administered on a random sample of 250 undergraduate students spread across two public owned state Universities in Ogun State, South-West, Nigeria. The data was subjected to descriptive statistics. One Sample Test statistic was employed in testing hypothesis. The results of the study revealed that there was a positive and significant relationship between service quality and both, customer satisfaction and customer loyalty, and also service quality is considered as a major factor in choosing telecommunication service provider in Nigeria. Further, the study revealed that the quality of service customers received from their service providers in terms of prompt service delivery, reliability, improved service, availability of effective and efficient customer care to assist customers help in assessing their rate of satisfaction.

  16. The feasibility of a school-based VI polysaccharide vaccine mass immunization campaign in Hue City, central Vietnam: streamlining a typhoid fever preventive strategy.

    Science.gov (United States)

    Thiem, Vu Dinh; Danovaro-Holliday, M Carolina; Canh, Do Gia; Son, Nguyen Dinh; Hoa, Nyugen Thai; Thuy, Dang Thi Dieu; Ochiai, R Leon; Lan, Nguyen Thi; Hop, Tran Quang; Ali, Mohammad; Park, Jin Kyung; Abu-Elyazeed, Remon; Holliday, Kris; Ivanoff, Bernard; Anh, Dang Duc; Pang, Tikki; Donner, Allan; Galindo, Claudia M; Trach, Dang Duc; Clemens, John D; Acosta, Camilo J

    2006-05-01

    We report the coverage, safety, and logistics of a school-based typhoid fever immunization campaign that took place in Hue City, central Vietnam; a typhoid fever endemic area. A cluster-randomized evaluation-blinded controlled trial was designed where 68 schools (cluster) were randomly allocated the single dose Vi polysaccharide vaccine (Typherix) or the active control hepatitis A vaccine (Havrix). A safety surveillance system was implemented. A total of 32,267 children were immunized with a coverage of 57.5%. Strong predictors for vaccination were attending primary schools, peri-urban location of the school, and low family income. Human resources were mainly schoolteachers and the campaign was completed in about 1 month. Most adverse events reported were mild. Safe injection and safe sharp-waste disposal practices were followed. A typhoid fever school-based immunization campaign was safe and logistically possible. Coverage was moderate and can be interpreted as the minimum that could have been achievable because individual written informed consent procedures were sought for the first time in Hue City and the trial nature of the campaign. The lessons learned, together with cost-effectiveness results to be obtained by the end of follow-up period, will hopefully accelerate the introduction of Vi typhoid fever vaccine in Vietnam.

  17. Customer requirements based ERP customization using AHP technique

    NARCIS (Netherlands)

    Parthasarathy, S.; Daneva, Maya

    2014-01-01

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

  18. 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

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

    NARCIS (Netherlands)

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

    2010-01-01

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

  20. 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

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

    NARCIS (Netherlands)

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

    2010-01-01

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

  2. A Design Method of Saturation Test Image Based on CIEDE2000

    Directory of Open Access Journals (Sweden)

    Yang Yang

    2012-01-01

    Full Text Available In order to generate color test image consistent with human perception in aspect of saturation, lightness, and hue of image, we propose a saturation test image design method based on CIEDE2000 color difference formula. This method exploits the subjective saturation parameter C′ of CIEDE2000 to get a series of test images with different saturation but same lightness and hue. It is found experimentally that the vision perception has linear relationship with the saturation parameter C′. This kind of saturation test image has various applications, such as in the checking of color masking effect in visual experiments and the testing of the visual effects of image similarity component.

  3. 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...

  4. 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...

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

    Directory of Open Access Journals (Sweden)

    Aija Paananen

    2013-09-01

    Full Text Available Purpose: The paper provides a comprehensive and up-to-date literature review of customer value concepts and distinguishes complex customer value from the various perspectives. It structures the themes and dimensions between the various approaches along the customer value main lines in the literature. Design/methodology/approach: The paper reviews current literature and illustrates different types of value representations through a case example. Findings: Based on a comprehensive literature review, a framework how to scholars can structure customer value constructs is presented. Originality/value: In business and management research a conceptual confusion prevails and this paper attempts to clarify different types of customer value to provide a better resolution tool for scholars.

  6. Product Offerings Testing through Customer Satisfaction

    Directory of Open Access Journals (Sweden)

    Tina Vukasovic

    2014-09-01

    Full Text Available Consumer satisfaction is imperative to a successful business, the reason for the choice of topic for this paper being explained thereby. Market changes have resulted in consumer’s enormous growth of power, which was recognized by many companies who adapted their business to meeting those expectations. Adaptation, however, also resulted in the need for constant measuring and evaluation. According to the above-mentioned, this paper measures consumer satisfaction with the product offer of the drugstore chain X The survey results have shown that X’s offer has not completely come up to the expectations of a smaller number of interviewees. In relation to the measuring ranks of consumer satisfaction defined, the greatest number of consumers has turned out to be satisfied with the product offer, whereas the percentage of those who find it excellent is smaller than the percentage of those who assess it as average.

  7. The Relationship Between Service Quality and Customer Satisfaction in the Telecommunication Industry: Evidence From Nigeria

    Directory of Open Access Journals (Sweden)

    Olu Ojo

    2010-03-01

    Full Text Available

    This study investigates the relationship between service quality and customer satisfaction in the telecommunication industry with a focus on Mobile Telecommunication Network (MTN Nigeria. A total of 230 respondents participated in the study. Research questions and objectives were set, alongside the hypotheses that were formulated and tested. Descriptive statistics comprising the simple percentage and tables were used for data presentation and analysis. Regression analysis and Pearson product moment correlation coefficient were employed in testing our hypotheses. The study reveals that service quality has effect on customer satisfaction and that there is a positive relationship between service quality and customer satisfaction. The researcher concluded by recommending that organisations should focus more attention on service quality, because of its effects on customer satisfaction. To ensure that customer satisfaction level is high, organisation must first of all know the expectations of the customers and how they can meet such expectations. Customer satisfaction helps in customer loyalty and retention. It has been discovered that it costs to attract new customer than to retain existing ones. It is also recommended that organisations should welcome suggestions from customers and more programmes should be designed to measure service quality and customer satisfaction.

    Keywords: Customer, Service, Customer Satisfaction, Service Quality, Customer Loyalty.

  8. The Relationship Between Service Quality and Customer Satisfaction in the Telecommunication Industry: Evidence From Nigeria

    Directory of Open Access Journals (Sweden)

    Olu Ojo

    2010-03-01

    Full Text Available This study investigates the relationship between service quality and customer satisfaction in the telecommunication industry with a focus on Mobile Telecommunication Network (MTN Nigeria. A total of 230 respondents participated in the study. Research questions and objectives were set, alongside the hypotheses that were formulated and tested. Descriptive statistics comprising the simple percentage and tables were used for data presentation and analysis. Regression analysis and Pearson product moment correlation coefficient were employed in testing our hypotheses. The study reveals that service quality has effect on customer satisfaction and that there is a positive relationship between service quality and customer satisfaction. The researcher concluded by recommending that organisations should focus more attention on service quality, because of its effects on customer satisfaction. To ensure that customer satisfaction level is high, organisation must first of all know the expectations of the customers and how they can meet such expectations. Customer satisfaction helps in customer loyalty and retention. It has been discovered that it costs to attract new customer than to retain existing ones. It is also recommended that organisations should welcome suggestions from customers and more programmes should be designed to measure service quality and customer satisfaction.Keywords: Customer, Service, Customer Satisfaction, Service Quality, Customer Loyalty.

  9. Weave Method Study of Customer Correlated Load Spectrum for Driveline Durability Indoor Test%关联用户的汽车传动系载荷谱室内台架试验编制方法

    Institute of Scientific and Technical Information of China (English)

    李文礼; 石晓辉; 柯坚; 施全; 邹喜红; 余勇; 易鹏

    2014-01-01

    In order to research the fatigue reliability of the vehicle powertrain system, a new load spectrum weave technique correlated customer usage is proposed based on automotive powertrain indoor test. It includes the compressive approach to random load time history based on rain-flow counting method and statistical theory, the speed and gear information corresponding the compression load are also received in the reconstruction spectrum. The traditional relationship between torque level and time is translated into torque level and speed range, meanwhile, the gear position is recorded. The statistical distribution based on different levels of Torque vs speed and vs gear are obtained. Using peak over threshold statistical extreme value theory, a method for extrapolation in the time domain is presented, the extrapolated load spectrum obtained from the extrapolated time signal contains the information about speed and gear. Defining new sampling rate and spline interpolation methods are used to modify the random load spectrum to the test rig properties. The technique can combine the real customer usage data to vehicle powertrain test bench, and avoid the test blindness. Provided an important foundation for precisely evaluating automotive powertrain reliability and establishing a reasonable principle of automotive powertrain reliability indoor test.%为了编制汽车传动系室内台架耐久试验载荷,实车采集用户行驶载荷数据,采用雨流计数法和数理统计方法对测得的载荷数据进行压缩处理,在重构的载荷谱中找到不同转矩载荷等级所对应的转速和挡位信息,把传统的载荷-时间频次关系,转变为载荷-发动机飞轮旋转频次关系,同时记录各载荷等级对应的各个挡位的频次,获得基于不同载荷等级下转速和挡位的统计分布。利用门限峰值理论载荷外推方法获得包含转速和挡位信息的传动系时域外推载荷谱,运用重新定义采样率和

  10. Linking customer satisfaction, quality, and strategic planning

    OpenAIRE

    Reis,Dayr; Peña,Leticia

    2000-01-01

    By acknowledging and dissecting the interconnected roles of customer satisfaction, quality, and strategic planning, this paper provides an analytical framework for creating a customer-driven organization and culture. It shows how quality starts and ends with the customer. Companies that are achieving long-term continuous improvement in quality tailored to customer satisfaction possess lasting characteristics such as customer orientation, customer consciousness, and customer responsiveness. In...

  11. Customer satisfaction of an apartment hotel

    OpenAIRE

    Khyarginen, Margarita

    2015-01-01

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

  12. 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...

  13. THE INFLUENCE OF PRICE AND SERVICE QUALITY OF BRAND IMAGE AND ITS IMPACT ON CUSTOMER SATISFACTION GOJEK (STUDENTS STUDY ON A STATE UNIVERSITY OF JAKARTA)

    OpenAIRE

    Rizan, Mohammad; Yulianti, Dahliana; Rahmi, Rahmi

    2015-01-01

    The purpose of the research are to: test empirically influence of price to brand image on customer satisfaction Gojek, test empirically influence of service quality to brand image on customer satisfaction Gojek, test empirically influence of price on customer satisfaction Gojek, test empirically influence of service quality on customer satisfaction Gojek, test empirically influence of brand image on customer satisfaction Gojek. This study used confirmatory factor analysis. The research was co...

  14. Customer Service in Ontario's Colleges

    Science.gov (United States)

    Keith, John

    2005-01-01

    No doubt there are detractors who cringe at the prospect of connecting the term customer service with an institution of higher education. Some may consider the term demeaning. However, given the college funding crisis and current economic climate, a quality customer service strategy is a prudent adjunct to any marketing activity undertaken. It is…

  15. Flow Analysis of Code Customizations

    DEFF Research Database (Denmark)

    Hessellund, Anders; Sestoft, Peter

    2008-01-01

    Inconsistency between metadata and code customizations is a major concern in modern, configurable enterprise systems. The increasing reliance on metadata, in the form of XML files, and code customizations, in the form of Java files, has led to a hybrid development platform. The expected consisten...

  16. On measurement of customer satisfaction

    DEFF Research Database (Denmark)

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

    1992-01-01

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

  17. Customizing Curriculum with Digital Resources

    Science.gov (United States)

    Miller, Jeffrey

    2011-01-01

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

  18. 78 FR 41299 - Customs Brokers

    Science.gov (United States)

    2013-07-10

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

  19. Team Foundation Server 2013 customization

    CERN Document Server

    Beeming, Gordon

    2014-01-01

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

  20. PROBLEMS IN MEASURING CUSTOMER SATISFACTION

    OpenAIRE

    Isac Florin Lucian; Rusu Sergiu; Cureteanu Radu Silviu

    2012-01-01

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

  1. PROBLEMS IN MEASURING CUSTOMER SATISFACTION

    Directory of Open Access Journals (Sweden)

    Isac Florin Lucian

    2012-12-01

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

  2. On measurement of customer satisfaction

    DEFF Research Database (Denmark)

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

    1992-01-01

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

  3. Customer Satisfaction with Public Libraries.

    Science.gov (United States)

    D'Elia, George; Rodger, Eleanor Jo

    1996-01-01

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

  4. INFLUENCE OF CUSTOMER SATISFACTION ON LOYALTY: A STUDY ON MOBILE TELECOMMUNICATION INDUSTRY

    Directory of Open Access Journals (Sweden)

    Md. Motaher Hossain

    2013-01-01

    Full Text Available The mobile telecommunication companies uphold their service quality and change their marketing core strategies to retain their existing customers by enhancing and optimizing the customer loyalty. Therefore, it becomes significant for telecom companies to identify factors of services that influence customer loyalty and in turn creates loyal customers by satisfying them. This present study aims to explore the influence of customer satisfaction on customer loyalty in the context of Bangladesh. This study focused on six factors such as communication, price structure, value-added service, convenience, sales-promotions and customer service. Both primary and secondary information were collected to test the pre-set hypotheses. Descriptive statistics and simple linear regression were employed to analyze the data. Result shows that five factors: communication, price structure, value-added services, convenience and customer service/care have positive correlations with customer loyalty.

  5. Customer-driven Product Development

    DEFF Research Database (Denmark)

    Sommer, Anita Friis

    2011-01-01

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

  6. 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......When dealing with complex product models, efficient knowledge distribution is essential to obtain success. This paper describes how product models can be applied to support the knowledge distribution. The change towards individualization will radically affect the knowledge application in relation...

  7. Diversifying customer review rankings.

    Science.gov (United States)

    Krestel, Ralf; Dokoohaki, Nima

    2015-06-01

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

  8. Customer Appeasement Scheduling

    CERN Document Server

    Nikseresht, Mohammad R; Maheshwari, Anil

    2010-01-01

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

  9. Optimization of the customer capital management system of the enterprise

    Directory of Open Access Journals (Sweden)

    Ie.O. Golysheva

    2013-12-01

    next steps based on the ratio of costs and results. It was made the economic-mathematical model of dependence of the results and costs on integrated indexes of evaluation of customer capital to determine of the optimal variant of transition between quadrants. It is based on two assertions: the value of results increasing from activities of customer capital rise is proportional (with deceleration to increasing of the integral index of customer capital evaluation; the value of costs results increasing from activities of customer capital rise is proportional (with faster growth to increasing of the integral index of customer capital evaluation. Using the mathematical model it is possible to find the value of the integral index of customer capital evaluation that the company can achieve with the optimal ratio of results to costs. Note that this optimization task is advisable to perform with help of tools built-in Microsoft Excel (service «Solver». Conclusions and directions of further researches. The author formed the optimization model that allows choosing the best variant for customer capital increasing of the company by the criterion of maximum ratio of results and costs under the existing restrictions of the product price and the volume of sales, amount of financial resources and the highest possible level of customer capital. The author, using mathematical tools of differential calculus, found depending results and costs, associated with higher level of customer capital, on the integral index of customer capital evaluation. It is proposed the approach to construction of the optimization model and the econometric model improved to the economic efficiency rise of customer capital management in an enterprise. They deepen significantly the theoretical and methodological foundations of customer capital management of the company. Testing of the results in practice, improvement of optimization model and strategic actions of customer capital management of enterprises can

  10. Gap Model for Dual Customer Values

    Institute of Scientific and Technical Information of China (English)

    HOU Lun; TANG Xiaowo

    2008-01-01

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

  11. Marketing assets: Relating brand equity and customer equity

    Directory of Open Access Journals (Sweden)

    Jaime Romero

    2016-03-01

    Full Text Available Purpose: Brand equity and customer equity are inextricably linked. Some authors propose that marketing activities build these intangible assets simultaneously. In contrast, others suggest that brand equity is an antecedent of customer equity. In this research, we aim to shed light about the relationship between brand equity and customer equity, by empirically testing these two alternative explanations. Design/methodology/approach: We propose four research models that reflect these two alternatives explanations regarding the link between brand equity and customer equity. In order to estimate these models we employ Structural Equations Modelling. We measure model variables using data collected through a survey to marketing managers of services companies that operate in Spain. We compare these four research models in terms of explanatory power and goodness of fit. Findings: Our results indicate that the models that correspond to the simultaneity approach have a higher explanatory power and goodness of fit than the models that suggest that brand equity is an antecedent of customer equity, thus supporting that these intangible assets are built by marketing activities at the same time. Research limitations/implications: Our results recommend caution when interpreting previous research about the effects of brand (customer equity, as they might indeed correspond to customer (brand management. Similarly, future research focusing on customer and brand management need to take into account both managerial areas in their studies. Practical implications: From a practitioners’ point of view, our findings suggest adopting a brand-customer portfolio approach to enhance company profitability. Similarly, we derive implications for firm valuation processes, which incorporate brand equity and customer equity in their calculations. Originality/value: We empirically study the relationship between brand equity and customer equity, while previous research has analyzed

  12. Customers repurchase intention formation in e-commerce

    Directory of Open Access Journals (Sweden)

    Nader S. Safa

    2016-04-01

    Full Text Available Background: Electronic loyalty (e-loyalty has become important in the context of electronic commerce (e-commerce in recent years. Loyal customers bring long-term revenue to companies and are known to be a valuable asset to them. However, firms lose their customers in a competitive environment on the Internet because of a lack of trust, satisfaction and loyalty.Objectives: This study explains how e-loyalty, e-trust and e-satisfaction form in e-commerce with a focus on customer purchase intention formation.Method: A conceptual framework was formed based upon the literature review. Data were collected from e-customers of online firms in South Africa. After data clarification, confirmatory factor analysis was conducted. The structural equation modelling was applied to test the hypotheses. IBM SPSS AMOS 20 was used for this purpose.Results: Firstly, convenience, customer benefit and enjoyment affect customer satisfaction in e-commerce. In other words, when customers do business activities easily with enjoyment and take benefit, they are satisfied and they will purchase again in future. Secondly, our study demonstrated that customer perception of security, clear shopping process and reliable payment system have a positive relationship with e-trust. Finally, e-satisfaction and e-trust have a positive and strong relationship with e-loyalty formation in e-commerce.Conclusion: The results of the study shed light on important issues relating to e-loyalty formation from a new perspective. Online companies are interested in launching e-loyalty programmes because of the long-term benefits that come from loyal customers. To remain competitive, e-commerce companies should constantly work at enhancing customer trust, satisfaction and loyalty.Keywords: E-commerce; customer satisfaction; trust; loyalty

  13. BENEFITSEGMENTATION: Case of a National Bank's Customers in Indonesia

    Directory of Open Access Journals (Sweden)

    Ahnad Yunianto

    2013-08-01

    Full Text Available Fierce competition in Indonesian banking industry had forced banks to get closer to their customers in order to maintain their customer base. However, considering the banks limited resources and the market competition, raised question on which customers they should focus to serve. Benefit segmentation as one of the concept of market segmentation, provides a clear picture of which segment or type of customers the bank should focus. Undertaken in a national bank, this research was aimed to identify benefits desired by the customer in financial service; segments for the bank based on those benefits; and to identify whether there is a relationship between customers' demographics and their desired benefits. Factor analysis with principal component method was used to extract 29 banking attributes to a set of factors that capable to capture the main features of the responses. Cluster analysis was then applied to the dataset to identify whether a bundle of benefit might be sought by a specific customer segment. The last, chi-square test was applied to identify whether there is any correlation between the cluster and the demographic variables. Five factors (main benefits sought by the customers were found, namely:  safety-convenience; relational; bank's features; cost; and promotional incentives. Based on those factors, the customers could be classified into four segments, service-oriented (38.41%, rate sensitive (16.85%, incentive seekers (13.30%, and safety-convenience (31.44%. A significant correlation between demographic characteristics (gender, age, education, income, monthly spending, occupation, and number of children and desired customer benefits were found. Therefore, those demographic characteristics could be used to develop the customers' profiles.

  14. Customer service in the residential property market of South Africa

    Directory of Open Access Journals (Sweden)

    S Rudansky-KlopperS

    2015-07-01

    Full Text Available An increasing number of estate agencies are entering the real estate market in South Africa and many are struggling to survive as competition grows stronger. Customer service has become of overriding importance to establish a differential advantage that will ensure long-term survival. This study investigates customer service by estate agencies in the residential property market of South Africa. The results indicate that estate agencies seem to be aware of the importance of providing good customer service and of being service-oriented, but they do not always seem to realise the need to conduct marketing research and test the actual satisfaction of customers with the services provided, leaving a potential gap between what the customer wants and what the estate agency provides.

  15. The management level of logistics customer service industrial enterprise

    Directory of Open Access Journals (Sweden)

    Butrina Y.V.

    2017-01-01

    Full Text Available This article deals with some aspects of the logistics service of industrial enterprise customers, current approaches to its management, namely, measurement, evaluation and optimization. It describes the effect of the level of customer service in the business results. How the concept of “logistics service users” is formulated. The author’s index of evaluating the effectiveness of the logistics customer service – “logistics leverage”. Author’s universal measurement system of the logistics maintenance level, serving industrial enterprise customers is presented, including 11 indicators criteria values and integral indicator. The optimal values of parameters can be different for different categories of customers who prefer low, medium and high level of logistics services. It substantiates the practical significance of the study through tested at Chelyabinsk Electrode Plant.

  16. Sustainable Development of Slow Fashion Businesses: Customer Value Approach

    Directory of Open Access Journals (Sweden)

    Sojin Jung

    2016-06-01

    Full Text Available As an alternative to the prevalent fast fashion model, slow fashion has emerged as a way of enhancing sustainability in the fashion industry, yet how slow fashion can enhance profitability is still largely unknown. Based on a customer value creation framework, this study empirically tested a structural model that specified the slow fashion attributes that contribute to creating perceived customer value, which subsequently increases a consumer’s intention to buy and pay a price premium for slow fashion products. An analysis of 221 U.S. consumer data revealed that delivering exclusive product value is significantly critical in creating customer value for slow fashion, and customer value, in turn, positively affects consumers’ purchase intentions. Further analysis also revealed that different slow fashion attributes distinctively affect customer value. This provides potential strategies on which slow fashion businesses can focus to secure an economically sustainable business model, thereby continuously improving environmental and social sustainability with the slow fashion ideal.

  17. Characterizing the relationship between temperature and mortality in tropical and subtropical cities: a distributed lag non-linear model analysis in Hue, Viet Nam, 2009–2013

    Directory of Open Access Journals (Sweden)

    Tran Ngoc Dang

    2016-01-01

    Full Text Available Background: The relationship between temperature and mortality has been found to be U-, V-, or J-shaped in developed temperate countries; however, in developing tropical/subtropical cities, it remains unclear. Objectives: Our goal was to investigate the relationship between temperature and mortality in Hue, a subtropical city in Viet Nam. Design: We collected daily mortality data from the Vietnamese A6 mortality reporting system for 6,214 deceased persons between 2009 and 2013. A distributed lag non-linear model was used to examine the temperature effects on all-cause and cause-specific mortality by assuming negative binomial distribution for count data. We developed an objective-oriented model selection with four steps following the Akaike information criterion (AIC rule (i.e. a smaller AIC value indicates a better model. Results: High temperature-related mortality was more strongly associated with short lags, whereas low temperature-related mortality was more strongly associated with long lags. The low temperatures increased risk in all-category mortality compared to high temperatures. We observed elevated temperature-mortality risk in vulnerable groups: elderly people (high temperature effect, relative risk [RR]=1.42, 95% confidence interval [CI]=1.11–1.83; low temperature effect, RR=2.0, 95% CI=1.13–3.52, females (low temperature effect, RR=2.19, 95% CI=1.14–4.21, people with respiratory disease (high temperature effect, RR=2.45, 95% CI=0.91–6.63, and those with cardiovascular disease (high temperature effect, RR=1.6, 95% CI=1.15–2.22; low temperature effect, RR=1.99, 95% CI=0.92–4.28. Conclusions: In Hue, the temperature significantly increased the risk of mortality, especially in vulnerable groups (i.e. elderly, female, people with respiratory and cardiovascular diseases. These findings may provide a foundation for developing adequate policies to address the effects of temperature on health in Hue City.

  18. Achieving excellence--creating customer passion.

    Science.gov (United States)

    Scheuing, E E

    1999-08-01

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

  19. Customer Service: Another Side of TQM.

    Science.gov (United States)

    Sirkin, Arlene Farber

    1993-01-01

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

  20. 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...

  1. 19 CFR 101.7 - Customs seal.

    Science.gov (United States)

    2010-04-01

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

  2. 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...

  3. Customer Service: Another Side of TQM.

    Science.gov (United States)

    Sirkin, Arlene Farber

    1993-01-01

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

  4. Identifying the effective factors on customer knowledge management development: Evidence from customs industry

    Directory of Open Access Journals (Sweden)

    Saeedeh Arazpoor

    2016-01-01

    Full Text Available This paper examines the effect of different factors on customer knowledge management development for a custom organization in Bandar Abbas, Iran. The statistical population of this research includes all 440 managers and employees in different levels where 205 people are randomly selected for this survey. Using t-student as well as Friedman tests, the study has confirmed that organizational culture, training, strategy, information and organizational infrastructure, top management commitment, organizational conflict, standardization, employee performance, communication, budget support and necessary skills could influence positively on knowledge management development. In our survey, training is also believed to be the most influential factor.

  5. An empirical research on customer satisfaction study: a consideration of different levels of performance.

    Science.gov (United States)

    Lee, Yu-Cheng; Wang, Yu-Che; Lu, Shu-Chiung; Hsieh, Yi-Fang; Chien, Chih-Hung; Tsai, Sang-Bing; Dong, Weiwei

    2016-01-01

    Customer satisfaction is the key factor for successful and depends highly on the behaviors of frontline service providers. Customers should be managed as assets, and that customers vary in their needs, preferences, and buying behavior. This study applied the Taiwan Customer Satisfaction Index model to a tourism factory to analyze customer satisfaction and loyalty. We surveyed 242 customers served by one tourism factory organizations in Taiwan. A partial least squares was performed to analyze and test the theoretical model. The results show that perceived quality had the greatest influence on the customer satisfaction for satisfied and dissatisfied customers. In addition, in terms of customer loyalty, the customer satisfaction is more important than image for satisfied and dissatisfied customers. The contribution of this paper is to propose two satisfaction levels of CSI models for analyzing customer satisfaction and loyalty, thereby helping tourism factory managers improve customer satisfaction effectively. Compared with traditional techniques, we believe that our method is more appropriate for making decisions about allocating resources and for assisting managers in establishing appropriate priorities in customer satisfaction management.

  6. 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.

  7. The Effect of Customer Satisfaction on Word of Mouth Communication

    Directory of Open Access Journals (Sweden)

    Houshang Taghizadeh

    2013-03-01

    Full Text Available Today, customer satisfaction is an important issue for organizations. Being a winner or loser is based on the percentage of customers that they have retained. This is why many scholars and researchers have continually stressed the importance of customer satisfaction. On the other hand, customer is one of the most important stakeholders in any organization because, without the customer, the organization probably will not succeed. So a customer behavioral intentions and responses, is one of the main concepts in the marketing literature has been studied. The objective of the study was to investigate the effect of customer satisfaction on word of mouth communication. Data were collected with questionnaire instruments. Model was developed and tested with structural equation model using data collected from the 412 Iranian bank customers. The results show that employee competence has a negative effect on word of mouth communication. Reliability has a positive effect on word of mouth communication and physical evidence has positive effect on word of mouth communication.

  8. The quest for customer focus.

    Science.gov (United States)

    Gulati, Ranjay; Oldroyd, James B

    2005-04-01

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

  9. Turn customer input into innovation.

    Science.gov (United States)

    Ulwick, Anthony W

    2002-01-01

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

  10. The Impact of Product Quality, Service Quality, and Customer Loyalty Program perception on Retail Customer Attitude

    Directory of Open Access Journals (Sweden)

    Ricko Achmadi Putra

    2017-09-01

    Full Text Available This journal examines the relationship between perception of product quality, perception of service quality, perception of Customer Loyalty Program on retail customer behavior, and sales volumes of cement products. This study examines three different cement brands, namely cement XYZ with the largest market share, cement PQR which is the main competitor, as well as cement ABC, a newcomer cement brand which is strong enough to enter the Indonesian cement market. The research is focused on the building material retailers with 100 respondents. The data collection will be done by survey through direct interview by using questionnaires. The analysis of this research uses descriptive analysis, analysis by ANOVA and also inferential analysis by using Structural Equation Model (SEM. The results of this study indicate that from the factors that influence the attitudes of retail customers of the three variables tested, only one dominant factor which influences the attitude of retail customers, which is the perception of the product quality. The results of this research also show that the perception of product quality also affects sale volume significantly, the greater the perception of the quality of cement products, the greater the volume of sales generated by the retail customer.

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

    OpenAIRE

    Barbosa, Thaiis Aparecido Cansado; MINCIOTTI, Silvio Augusto

    2007-01-01

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

  12. The value of customer preference

    Energy Technology Data Exchange (ETDEWEB)

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

    1996-05-01

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

  13. 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...

  14. 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...

  15. The Self-Leading Customer

    DEFF Research Database (Denmark)

    Sørensen, Kirsten Bonde

    2012-01-01

    This paper refers to a Ph.D. design research, conducted in a medium sized Danish bank. The research demonstrates a human-centred perspective and resulted in a radical new type of banking service represented in the MoneyWorkshop. The MoneyWorkshop helps customers uncover their dominant values...... and emotions and makes them increasingly aware of their preferred personal values related to money. Participation in this workshop made customers increasingly empowered and ‘self-leading’. People even changed their ‘money behaviour’ – now in accordance with their values. The paper explains the Money......-Leading Customer...

  16. Value disciplines: measuring customer preferences

    Directory of Open Access Journals (Sweden)

    Z. Dannhauser

    2001-01-01

    Full Text Available According to the World Competitiveness Report: 1999, South Africa ranks poorly in terms of delivering customer services (Garelli, 1999. In order to assist South African organisations to identify their customers' value preferences, three scales collectively called the Customer Preference Questionnaire (CPQ were developed. Opsomming Luidens die World Competitiveness Report: 1999 vaar Suid-Afrika swak ten opsigte van klientediens-lewering (Garelli, 1999. Om Suid-Afrikaanse organisasies te help met die identifisering van hulle kliente se waardevoorkeure, is drie skale wat gesamentlik die Klientevoorkeurvraelys (CPQ genoem word, ontwikkel.

  17. Clustering analysis of telecommunication customers

    Institute of Scientific and Technical Information of China (English)

    REN Hong; ZHENG Yan; WU Ye-rong

    2009-01-01

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

  18. Impact of Personalization, Trust and Customer Satisfaction in the Banking Industry of Malaysia

    OpenAIRE

    Amirreza Forozia; Masoud Farhoodnea

    2012-01-01

    The aim of this research is to study the impact of some factors on customer loyalty in banking industry. Data was collected through a survey from customers in Cyberjaya of Malaysia. Multiple Regression analysis is applied to understand the correlation of the collected data and test the research hypotheses. The results illustrate that personalization, trust and customer satisfaction are vital factors affecting customer loyalty in banking industry. Therefore, the banking sector should build str...

  19. Unsupervised polarimetric synthetic aperture radar classification of large-scale landslides caused by Wenchuan earthquake in hue-saturation-intensity color space

    Science.gov (United States)

    Li, Ning; Wang, Robert; Deng, Yunkai; Liu, Yabo; Li, Bochen; Wang, Chunle; Balz, Timo

    2014-01-01

    A simple and effective approach for unsupervised classification of large-scale landslides caused by the Wenchuan earthquake is developed. The data sets used were obtained by a high-resolution fully polarimetric airborne synthetic aperture radar system working at X-band. In the proposed approach, Pauli decomposition false-color RGB imagery is first transformed to the hue-saturation-intensity (HSI) color space. Then, a good combination of k-means clustering and HSI imagery in different channels is used stage-by-stage for automatic landslides extraction. Two typical case studies are presented to evaluate the feasibility of the proposed scheme. Our approach is an important contribution to the rapid assessment of landslide hazards.

  20. 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)

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

    Directory of Open Access Journals (Sweden)

    Ali Kazemi

    2012-12-01

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

  2. Comparison of two methods for customer differentiation

    NARCIS (Netherlands)

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

    2014-01-01

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

  3. Custom Visualization without Real Programming

    DEFF Research Database (Denmark)

    Pantazos, Kostas

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

  4. Fuzzy indicators for customer retention

    National Research Council Canada - National Science Library

    Valenzuela-Fernández, Leslier; Nicolas, Carolina; Gil-Lafuente, Jaime; Merigó, José M

    2016-01-01

    .... Nevertheless, one cannot ignore the existence of a gap on how to measure this relationship. Following this idea, this study proposes six fuzzy key performance indicators that aims to measure customer retention and loyalty of the portfolio...

  5. Customer satisfaction and complaint behaviour

    African Journals Online (AJOL)

    kirstam

    must in the eyes of the customer. This could be ... Coping refers to the psychological and behavioural efforts undertaken ... Tshwane region of Gauteng. ... been used successfully to measure consumers' expectations for and satisfaction/.

  6. Marketing management of customers loyalty

    National Research Council Canada - National Science Library

    M.N. Ivannikova

    2014-01-01

    .... The article considers the loyalty program as marketing tool, characterized by system approach and directed upon chosen customers target group loyalty forming with the aim to create and uphold long term relations...

  7. Customer-experienced rapid prototyping

    Science.gov (United States)

    Zhang, Lijuan; Zhang, Fu; Li, Anbo

    2008-12-01

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

  8. Marketing management enhances customer relations.

    Science.gov (United States)

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

    1992-10-01

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

  9. Study on Customer Demands for Product Innovation

    Institute of Scientific and Technical Information of China (English)

    XIONG Zhiyong; YANG Mingzhong; LI Yibing; LI Jun

    2006-01-01

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

  10. Understanding Customers' Evaluations Through Mining Airline Reviews

    OpenAIRE

    Ibrahim Yakut; Tugba Turkoglu; Fikriye Yakut

    2015-01-01

    Data mining can be evaluated as a strategic tool to determine the customer profiles in order to learn customer expectations and requirements. Airline customers have different characteristics and if passenger reviews about their trip experiences are correctly analyzed, companies can increase customer satisfaction by improving provided services. In this study, we investigate customer review data for in-flight services of airline companies and draw customer models with respect to suc...

  11. Customer-centered brand management.

    Science.gov (United States)

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

    2004-09-01

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

  12. 47 CFR 32.4040 - Customers' deposits.

    Science.gov (United States)

    2010-10-01

    ... FOR TELECOMMUNICATIONS COMPANIES Instructions for Balance Sheet Accounts § 32.4040 Customers' deposits... for the payment for telecommunications service. (b) Advance payments made by prospective customers...

  13. Study on the Influencing Mechanism of Relational Benefits on Customer Satisfaction and Loyalty---Testing the Mediating and Moderating Effects%关系利益影响顾客满意和忠诚的机制研究--中介与调节效应检验

    Institute of Scientific and Technical Information of China (English)

    刘力

    2015-01-01

    The paper has investigated the influencing mechanism of relational benefits on customer satisfaction and loyalty through testing the mediating role of perceived value and moderating role of switching costs. The results indicate that except for special treatment benefits, confidence benefits and social benefits have significant positive impacts on customer satisfaction and loyalty; perceived value partially mediate the effect of confidence benefits on customer satisfaction and the effects of social benefits on customer satisfaction and loyalty, fully mediate the effect of confidence benefits on customer loyalty. Switching costs positively moderate the effects of confidence benefits on customer satisfaction and loyalty and the effect social benefits on customer loyalty. That is to say , when the customers perceive the high switching cost, they are more likely to feel satisfied with the current relationship and tend to maintain the current relationship with enterprises with higher loyalty.%文章通过检验感知价值的中介效应和转移成本的调节效应,分析了关系利益影响顾客满意和忠诚的作用机制,结论如下:信任利益和社会利益两个维度显著正向影响顾客满意和忠诚,但特殊待遇利益维度对顾客满意和忠诚的影响不显著;感知价值在信任利益维度对顾客满意的影响以及社会利益维度对顾客满意和忠诚的影响中起到部分中介作用,在信任利益维度对顾客忠诚的影响中起到完全中介作用;转移成本正向调节信任利益维度对顾客满意和忠诚的影响以及社会利益维度对顾客忠诚的影响。即当顾客感知到较高的转移成本时,他们更倾向于对现有的关系状况感到满意,也更倾向于继续与企业维系现有关系,对企业更加忠诚。

  14. How rude! Emotional labor as a mediator between customer incivility and employee outcomes.

    Science.gov (United States)

    Sliter, Michael; Jex, Steve; Wolford, Katherine; McInnerney, Joanne

    2010-10-01

    Because of the large number of people employed in service occupations, customer incivility has become an increasingly prevalent and important workplace stressor. Unfortunately, relatively little research has examined the effects of customer incivility; of the research that does exist, virtually all of it has focused solely on employee mental health outcomes. The present study was designed to replicate previous research linking customer incivility to the emotional exhaustion dimension of burnout and to expand on previous research by examining the effects of customer incivility on customer service quality. In addition, two models were proposed and tested in which emotional labor mediated the relationship between customer incivility and outcomes. Data from 120 bank tellers revealed that customer incivility was positively related to emotional exhaustion and negatively related to customer service performance. In addition, both proposed models were supported. Theoretical and practical implications of the findings and future directions are discussed. © 2010 APA, all rights reserved.

  15. Do You Get Better User Experiences when You Customize Your Smartphone?

    DEFF Research Database (Denmark)

    Wang, Ying; Tan, Chee-Wee; Clemmensen, Torkil

    2016-01-01

    A system can be customized by is owner. The fundamental premise behind designing for customization is that it improves the user experience (UX) of the system. In this study, we contend that the effects of customization on UX of a smartphone can be theoretically modelled as users’ beliefs about...... the system object (customization) that influence their attitudes towards the system object (perceived system usability), which in turn shapes their beliefs (flow) and attitudes (engagement) towards using the system. We tested this proposition via an experimental study with 50 college students as participants....... Each participant was asked to perform customization tasks on a smartphone, and then instructed to complete a comparison task aimed at contrasting customized user interface with a standard one. Our manipulation checks confirmed that the customization task, in particular, the customization of the layout...

  16. Sustainable Development of Slow Fashion Businesses: Customer Value Approach

    OpenAIRE

    Sojin Jung; Byoungho Jin

    2016-01-01

    As an alternative to the prevalent fast fashion model, slow fashion has emerged as a way of enhancing sustainability in the fashion industry, yet how slow fashion can enhance profitability is still largely unknown. Based on a customer value creation framework, this study empirically tested a structural model that specified the slow fashion attributes that contribute to creating perceived customer value, which subsequently increases a consumer’s intention to buy and pay a price premium for slo...

  17. The Impact of E-Media on Customer Purchase Intention

    OpenAIRE

    Mehmood Rehmani; Muhammad Ishfaq Khan

    2011-01-01

    In this research paper, authors investigated the social media (e-discussion, websites, online chat, email etc) parameters that have effect over the customers buying decisions. The research focused on the development of research model to test the impact of social media on the customer purchase intention. The literature review done to explore the work done on social media. The authors identify the problem and defined the objectives of the studies. In order to achieve them, a research model is p...

  18. The Role of Multichannel Marketing in Customer Retention and Loyalty: Study in Emerald Bank Customer in Indonesia

    National Research Council Canada - National Science Library

    Ambarwati, Ambarwati

    Attention on the relationship between customer retention, customer loyalty, and customer satisfaction that serves as "seed" of customer loyalty highlight the important factors for multichannel management...

  19. 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.

  20. The Impact of Internal Marketing on Customer Satisfaction and Loyalty

    Directory of Open Access Journals (Sweden)

    Mohammad Reza Moghadam

    2016-12-01

    Full Text Available This research is trying to determine the impact of internal marketing on customer satisfaction and loyalty in Global Distribution of Bunny Chow of Qazvin Branch. The research type was applied research in terms of goal and descriptive-survey research in terms of nature. Sampling methods were census type for staffs and available non- probability for customers. It was used questionnaire to collect data. It was used Cronbach's Alpha to assess reliability of questionnaire. To test questions of the research and to obtain the results, normality of data has been tested by Kolmogorov-Smirnov test. It was used descriptive statistics to analyze hypothesis testing, one-sample t-test to determine the situation of variables, linear regression and hierarchical regression to test hypothesis, and analysis of variance to prioritize variables. Findings showed that all factors of internal marketing have positive and significant effect on customer loyalty and customer satisfaction intervenes with the impact of service quality on customer loyalty. According to the results, priority of internal marketing factors was employees' empowerment, continuous education, employee involvement, reward system, job security, and share information, respectively.

  1. the customer at the final frontier of mass customization

    DEFF Research Database (Denmark)

    Svensson, Carsten; Jensen, Thomas

    2002-01-01

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

  2. The Customer at the Final Frontier of Mass Customization

    DEFF Research Database (Denmark)

    Svensson, Carsten

    2001-01-01

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

  3. The Customer at the Final Frontier of Mass Customization

    DEFF Research Database (Denmark)

    Svensson, Carsten

    2001-01-01

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

  4. Assessment of Customer Service in Academic Health Care Libraries (ACSAHL): an instrument for measuring customer service*†

    OpenAIRE

    2001-01-01

    Objectives: In a pilot study, the library had good results using SERVQUAL, a respected and often-used instrument for measuring customer satisfaction. The SERVQUAL instrument itself, however, received some serious and well-founded criticism from the respondents to our survey. The purpose of this study was to test the comparability of the results of SERVQUAL with a revised and shortened instrument modeled on SERVQUAL. The revised instrument, the Assessment of Customer Service in Academic Health...

  5. PREPAID TELECOM CUSTOMERS SEGMENTATION USING THE K-MEAN ALGORITHM

    Directory of Open Access Journals (Sweden)

    Marar Liviu Ioan

    2012-07-01

    Full Text Available The scope of relationship marketing is to retain customers and win their loyalty. This can be achieved if the companies’ products and services are developed and sold considering customers’ demands. Fulfilling customers’ demands, taken as the starting point of relationship marketing, can be obtained by acknowledging that the customers’ needs and wishes are heterogeneous. The segmentation of the customers’ base allows operators to overcome this because it illustrates the whole heterogeneous market as the sum of smaller homogeneous markets. The concept of segmentation relies on the high probability of persons grouped into segments based on common demands and behaviours to have a similar response to marketing strategies. This article focuses on the segmentation of a telecom customer base according to specific and noticeable criteria of a certain service. Although the segmentation concept is widely approached in professional literature, articles on the segmentation of a telecom customer base are very scarce, due to the strategic nature of this information. Market segmentation is carried out based on how customers spent their money on credit recharging, on making calls, on sending SMS and on Internet navigation. The method used for customer segmentation is the K-mean cluster analysis. To assess the internal cohesion of the clusters we employed the average sum of squares error indicator, and to determine the differences among the clusters we used the ANOVA and the post-hoc Tukey tests. The analyses revealed seven customer segments with different features and behaviours. The results enable the telecom company to conceive marketing strategies and planning which lead to better understanding of its customers’ needs and ultimately to a more efficient relationship with the subscribers and enhanced customer satisfaction. At the same time, the results enable the description and characterization of expenditure patterns

  6. Best Practices in Customs Procedures

    Directory of Open Access Journals (Sweden)

    Ioan Popa

    2015-08-01

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

  7. The use of Prezi for customer journeys and customer service excellence

    OpenAIRE

    Morgan, JL

    2012-01-01

    As part of Leeds Metropolitan University Libraries and Learning Innovation’s (LLI) commitment to customer service and the revalidation of its Customer Service Excellence (CSE) award, we were looking for a new way to present the ‘customer journeys’ that customers take when using our services. Customer journeys are defined as ‘a method of identifying the key processes that the customer encounters when they interact with the organisation’ (Customer Service Excellence, 2012a.) We wanted to use th...

  8. An investigation on role of customer relationship management (CRM in increasing organizational effectiveness

    Directory of Open Access Journals (Sweden)

    Moslem Mirzaei

    2012-09-01

    Full Text Available The present study studies the role of customer relationship management (CRM in improving organizational effectiveness. The proposed model of this paper is implemented on customers of one of Iranian bank called Agricultural. The proposed model designs a questionnaire and selects a sample of 150 customers, randomly. The results of the survey has been validated using Cronbach alpha, which was .926. Research hypotheses are analyzed using Pearson's correlation test and all hypotheses are confirmed when the level of significance is five percent. The results of our survey have disclosed that all these mentioned factors could impact customer satisfaction, positively. In addition, we have also considered used Freedman test to rank the relative importance of these factors and customer-centered was number one priority followed by recognizing customers' need, Mutual understanding and Loyalty. Customer complaints are also the last priority in our ranking.

  9. 47 CFR 32.6623 - Customer services.

    Science.gov (United States)

    2010-10-01

    ... 47 Telecommunication 2 2010-10-01 2010-10-01 false Customer services. 32.6623 Section 32.6623... FOR TELECOMMUNICATIONS COMPANIES Instructions for Expense Accounts § 32.6623 Customer services. (a... includes: (1) Initiating customer service orders and records; (2) Maintaining and billing customer accounts...

  10. Online Banking Customers: Insights from Germany

    Directory of Open Access Journals (Sweden)

    Sven Christian Berger

    2007-04-01

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

  11. 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...

  12. 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....

  13. 27 CFR 27.185 - Customs release.

    Science.gov (United States)

    2010-04-01

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

  14. 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....

  15. 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....

  16. 7 CFR 1207.313 - Customs Service.

    Science.gov (United States)

    2010-01-01

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

  17. 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....

  18. 32 CFR 637.6 - Customs investigations.

    Science.gov (United States)

    2010-07-01

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

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

    Directory of Open Access Journals (Sweden)

    Berrin Onaran,

    2013-04-01

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

  20. Custom v. Standardized Risk Models

    Directory of Open Access Journals (Sweden)

    Zura Kakushadze

    2015-05-01

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

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

    Directory of Open Access Journals (Sweden)

    Emadldin Hezavehi

    2016-09-01

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

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

    Science.gov (United States)

    Kleinsorge, I K; Koenig, H F

    1991-12-01

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

  3. Antecedents of Customer Relationship Termination

    DEFF Research Database (Denmark)

    Geersbro, Jens; Ritter, Thomas

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

  4. Take control of customizing Leopard

    CERN Document Server

    Neuburg, Matt

    2009-01-01

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

  5. Modeling churn using customer lifetime value

    OpenAIRE

    Glady, Nicolas; Baesens, Bart; Croux, Christophe

    2009-01-01

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

  6. Modeling Customer's Satisfaction Behavior through Uninorms

    OpenAIRE

    Depaire, Benoit; Vanhoof, Koen; Wets, Geert

    2006-01-01

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

  7. Study on Customer Demands for Product Innovation

    Institute of Scientific and Technical Information of China (English)

    XIONG Zhiyong; YANG Mingzhong; LI Yibing; LI Jun

    2006-01-01

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

  8. Measuring Air Force Contracting customer satisfaction

    OpenAIRE

    Davis, Jamie

    2015-01-01

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

  9. Employee and customer satisfaction in healthcare.

    Science.gov (United States)

    Jackson, Todd; Wood, Ben D

    2010-01-01

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

  10. 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

  11. customer satsisfaction survey of omena hotel

    OpenAIRE

    Akinola, Ebenezer

    2013-01-01

    The bachelor’s thesis examines the importance of customer satisfaction via customers’ opinions. The objective of the thesis is to measure the level of satisfaction of Customers in Omena hotels in Helsinki region. The research exposes the expectation of customers that could assist the Omena hotels to upgrade their IT-enabled business operational services. The theory part of this thesis covers the concept of customer satisfaction, customer service and service quality dimensions. The empiri...

  12. 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...

  13. Customer Surveillance: Consumer Attitudes and Management Strategies

    OpenAIRE

    Plangger, Kirk Anton

    2015-01-01

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

  14. Comparison of two methods for customer differentiation

    OpenAIRE

    Gabor, Adriana; Guang, Yang; Axsäter, Sven

    2014-01-01

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

  15. The Effect of Trust and Service Quality Toward Patient Satisfaction with Customer Value as Intervening Variable

    Directory of Open Access Journals (Sweden)

    Netty Laura

    2016-09-01

    Full Text Available The research was conducted at Laboratory Installation RSPI of Prof. Dr. Sulianti Saroso (RSPI-SS. Unit of analysis was patients of Medical Check Up in Laboratory Installation of RSPI-SS which is located in Sunter, North Jakarta. The samples of this research were 93 patients from 121 populations; the research method was purposive sampling technique. The instrument of statistic analysis was through PLS 3.0 which was used to test the hypothesis. The research finds seven hypotheses as the results. They are variable of trust which affects customer satisfaction positively but does not significantly affect to customer satisfaction, variable of trust which affects customer satisfaction negatively but significantly affects the customer value, variable of service quality which affects to customer satisfaction positively and significantly, variable of service quality which affected to customer value positively and significantly, variable of customer value which affects positively and significantly to customer satisfaction, intervention of customer value on the trust to customer satisfaction which affects negatively and significantly, and intervention of customer value on service quality to customer satisfaction which affects positively but not significantly.

  16. The four faces of mass customization.

    Science.gov (United States)

    Gilmore, J H; Pine, B J

    1997-01-01

    Virtually all executives today recognize the need to provide outstanding service to customers. Focusing on the customer, however, is both an imperative and a potential curse. In their desire to become customer driven, many companies have resorted to inventing new programs and procedures to meet every customer's request. But as customers and their needs grow increasingly diverse, such an approach has become a surefire way to add unnecessary cost and complexity to operations. Companies around the world have embraced mass customization in an attempt to avoid those pitfalls. Readily available information technology and flexible work processes permit them to customize goods or services for individual customers in high volumes at low cost. But many managers have discovered that mass customization itself can produce unnecessary cost and complexity. They are realizing that they did not examine thoroughly enough what kind of customization their customers would value before they plunged ahead. That is understandable. Until now, no framework has existed to help managers determine the type of customization they should pursue. James Gilmore and Joseph Pine provide managers with just such a framework. They have identified four distinct approaches to customization. When designing or redesigning a product, process, or business unit, managers should examine each approach for possible insights into how to serve their customers best. In some cases, a single approach will dominate the design. More often, however, managers will need a mix of some or all of the four approaches to serve their own particular set of customers.

  17. 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...

  18. 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...

  19. Service Recovery, Satisfaction and Customers' Post Service Behavior in the Malaysian Banking Sector

    OpenAIRE

    Shaheen MANSORI; Goh Guann TYNG; Zarina Mizam Mohd ISMAIL

    2014-01-01

    Financial services sector has become so competitive after Malaysia government’s liberalization policy. In order to address this intense competition, banks have shifted their strategy from product-centered to a customer-centered strategy. This study is to test a model related to the relationship between the service recovery, customer satisfaction and the after purchase behavior by the customers. To test the proposed model, 370 self-administered questionnaires were distributed. The analyses bas...

  20. From Emotion Recognition to Website Customizations

    Directory of Open Access Journals (Sweden)

    O. B. Efremides

    2016-07-01

    Full Text Available A computer vision system that recognizes the emotions of a website’s user and customizes the context and the presentation of this website accordingly is presented herein. A logistic regression classifiers is trained over the Extended Cohn- Kanade dataset in order to recognize the emotions. The Scale- Invariant Feature Transform algorithm over two different part of an image, the face and the eyes without any special pixel intensities preprocessing, is used to describe each emotion. The testing phase shows a significant improvement in the classification results. A toy web site, as a proof of concept, is also developed.

  1. Comparing complete and partial classification for identifying customers at risk

    NARCIS (Netherlands)

    Bloemer, J.M.M.; Brijs, T.; Vanhoof, K.; Swinnen, S.P.

    2003-01-01

    This paper evaluates complete versus partial classification for the problem of identifying customers at risk. We define customers at risk as customers reporting overall satisfaction, but these customers also possess characteristics that are strongly associated with dissatisfied customers. This defin

  2. Custom Search Engines: Tools & Tips

    Science.gov (United States)

    Notess, Greg R.

    2008-01-01

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

  3. Traditional Han Chinese Marriage Customs

    Institute of Scientific and Technical Information of China (English)

    ZHANG; LI

    2016-01-01

    MARRIAGE is important to everyone.To the average family,marriage means producing children so that its blood lineage can continue down to the next generation.A grand and joyful wedding is an essential symbol of marriage,as from that moment on,a man and woman have promised to love each other and cleave together forever.Various customs

  4. Mass Customization of process plants

    DEFF Research Database (Denmark)

    Hvam, Lars

    2006-01-01

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

  5. Mass Customization and Performance Assessment

    DEFF Research Database (Denmark)

    Storbjerg, Simon Haahr; Brunø, Thomas Ditlev; Nielsen, Kjeld

    2014-01-01

    Mass customization (MC) has been introduced as the future of manufacturing, and great results have been proven. Recent research, however, documents a high failure rate for companies trying to adapt to MC as a business strategy. Making this transition is, as highlighted by several scholars...

  6. Customer satisfaction with training programs

    NARCIS (Netherlands)

    Mulder, M.

    2001-01-01

    In this contribution, a model of evaluation of customer satisfaction about training programs is described. The model is developed and implemented for an association of training companies. The evaluation has been conducted by an independent organisation to enhance the thrustworthiness of the evaluati

  7. Digital Integration: Towards Mass Customization

    DEFF Research Database (Denmark)

    Schou, Finn

    “Mass production in lots of one” is a phrase coined by Oliver Morton in a seminal piece for The Economist (1994). In few words this sentence contains the essence (and schism) of true customization aiming at manufacturing the artifact for the mass. Emerging Nanotechnologies are said to enable...

  8. ENHANCING ORGANIZATIONAL EFFECTIVENESS THROUGH CUSTOMER ENGAGEMENT

    Directory of Open Access Journals (Sweden)

    Dr. Pankaj Gupta

    2012-01-01

    Full Text Available Customer satisfaction is “merely the entry point for achieving a deeper foundation that rests on total customer engagement,” by Benson Smith and Tony Rutigliano. Everyone aims to satisfy the customers: in fact, you and your competitors may have the same customer satisfaction ratings. What will set you apart from your competition and ensure the growth of your business is to satisfy yourcustomers to the point that you engage them. An engaged customer is the most valuable asset of any organization. Engaged customers assure a business of sustained and profitable growth. They are the first who will continue to repurchase your products, and the most likely to recommend you to other people. Your goal, therefore, isnot just to generate sales, but bring in loyal and engaged customers. So today, leveraging customer contributions is an important source of competitive advantage – whether through advertising, user generated product reviews, customer service FAQs, forums where consumers can socialize with one another or contribute to product development. This paper examines the concept of customer engagement, principles and process of customer engagement,engagement metrics to measure customer engagement, strategies for engaging with customers online, how engagement drives business success & recent trends in customer engagement.

  9. Customer emotion regulation in the service interactions: its relationship to employee ingratiation, satisfaction and loyalty intentions.

    Science.gov (United States)

    Medler-Liraz, Hana; Yagil, Dana

    2013-01-01

    Many studies have explored emotional regulation on the part of service employees, and its antecedents. However, customers' emotional regulation in general, and how it is affected by service employee behavior in particular, have received only scant attention. The present article explores a model suggesting that service employees' ingratiatory behavior relates to customer emotion regulation strategies, which in turn are related to customer satisfaction and loyalty. The model was tested with 131 service employee-customer dyads. The results show that service employee ingratiation was positively related to customers' deep acting but not related to surface acting. Customers' deep acting was positively related to their satisfaction. A positive relationship was found between customer satisfaction and loyalty.

  10. ROLE OF DEMANDING CUSTOMER: THE INFLUENCE OF UTILITARIAN AND HEDONIC VALUES ON LOYALTY CUSTOMER

    National Research Council Canada - National Science Library

    Purwanto; Kuswandi; Sunjoto

    2015-01-01

    This study aims to examine and analyze the influence of Utilitarian Value, Hedonic Value on Customer Satisfaction and Loyalty with Demanding Customers Moderation among customers of Modern Café in Surabaya...

  11. the customer at the final frontier of mass customization

    DEFF Research Database (Denmark)

    Svensson, Carsten; Jensen, Thomas

    2002-01-01

    Mass customisation is no longer new. A decade of industrial experience have shown how this business paradigm have been used – and abused. Like any other evolutionary process of a business paradigm, the exploitation of mass customisation may be expected to stabilise as it matures. In this article......, some of the factors influencing the use of this business paradigm are discussed and it is argued that the customer is the major limiting factor at the final frontier of mass customisation. Until recently mass customisation have mainly been turned towards the structural design of products, whereas...... this paper argues that there might be a need for an increased focus on the fulfilment of customer needs. As a result of this manufactures will have to hone the balance of trade-offs, as the paradigm of mass customisation becomes a commodity....

  12. Customer Satisfaction and Brand Switching Intention: A Study of Mobile Services in Saudi Arabia

    Directory of Open Access Journals (Sweden)

    Mahmoud ABDEL HAMID SALEH

    2015-10-01

    Full Text Available The purpose of the study is to investigate first, the relationship between the customer satisfaction and brand switching intention into the Saudi Arabian mobile-service market, and second, the association of service quality, customer service, service pricing, and value-added services with the customer satisfaction. Because of the difficulty of having a frame for the mobile-service customers from their providers, a convenience sample of 350 online respondents with the proper surveying techniques was used in data analysis and testing of the research hypotheses. The findings of the study confirm a significant negative relationship between customer satisfaction and brand switching intention. A 4% percent of the change in brand switching intention could be explained by the change in the customer satisfaction. Only three variables; customer service, service pricing, and service quality are critical determinants for mobile-service customer satisfaction. Customer service explained about 22%, whereas service pricing and service quality explained about 5% and 1% of the change in customer satisfaction respectively. The practical value of this study could be enabling the mobile-service providers in Saudi Arabia to well understand the determinants of the customer satisfaction and its negative relationship with brand switching intention. They may take these findings into account when setting marketing strategies to differentiate their brands to satisfy the customer needs and wants, to retain the existing customers and to attract new customers. These strategies have a positive effect on the company’s customer satisfaction that deter brand switching intention, hence increase the company’s competitiveness, market share and profitability.

  13. Customer service in equine veterinary medicine.

    Science.gov (United States)

    Blach, Edward L

    2009-12-01

    This article explores customer service in equine veterinary medicine. It begins with a discussion about the differences between customers and clients in veterinary medicine. An overview of the nature of the veterinary-client-patient relationship and its effects on the veterinarian's services sheds light on how to evaluate your customer service. The author reviews a study performed in 2007 that evaluated 24 attributes of customer service and their importance to clients of equine veterinarians in their decision to select a specific veterinarian or hospital. The article concludes with an overview of how to evaluate your customer service in an effort to optimize your service to achieve customer loyalty.

  14. Marketing research of organic agricultural products' customers

    Directory of Open Access Journals (Sweden)

    Salai Suzana

    2002-01-01

    Full Text Available The aim of customers' marketing research is to acquire information about the way domestic customers behave towards organic agricultural products. This research focuses the overview of conditions and factors influencing customer behavior in nutrition processes in the EM and in Yugoslavia. The acquired information about changes and directions directly affect the possibilities of getting involved into supply processes as well as the 'transmission' of some directions in customer behavior. Anticipations based, on marketing research deal with changes on customers' level, in consumption, products and other competitors. The results of a part of problems concerning customer behavior in nutrition processes follow below, with an emphasis on organic agricultural products.

  15. Mastering Microsoft Forefront UAG 2010 Customization

    CERN Document Server

    Ben-Ari, Erez

    2012-01-01

    "Mastering Microsoft Forefront UAG 2010 Customization" is a hands-on guide with step-by-step instructions for enhancing the functionality of UAG through customization. Each topic details one key aspect of functionality and the operative mechanism behind it, and suggests functionality that can be achieved with customization, along with helpful code samples. Whether you are a seasoned UAG consultant, deployment and support engineer or a UAG customer, this book is for you. Consultants will be able to enhance the services you can provide for UAG customization, while the book helps customers to ach

  16. DEVELOPING WHAT CUSTOMERS REALLY NEED: INVOLVING CUSTOMERS IN INNOVATIONS

    OpenAIRE

    MARCEL E. A. WEBER; MATHIEU C. D. P. WEGGEMAN; JOAN E. VAN AKEN

    2012-01-01

    Involving users in new product design and development is in itself not a new phenomenon. Academic research on the subject, however, is relatively new. Since this new millennium research on user involvement in innovations has multiplied, exhibiting that firms who actively involve users in their innovation process can benefit from this initiative, even though literature also warns us for relying too much and too actively on the participation of customers in innovation. However, research is main...

  17. Customs Representation in Simplified Customs Procedures in Republic of Croatia

    Directory of Open Access Journals (Sweden)

    Čedomir Ivaković

    2005-07-01

    Full Text Available When introduced in 2000 the use of authorized consigneeand consignor status was not particularly popular among companies,despite its apparent advantages. The number of the statususers compared to the total number of exporters and importerswas almost negligible. The aim of this paper was to find outto which extent the simplified customs procedures have beenaccepted in Croatia through an objective outline of advantagesand disadvantages that the companies - users of the simplifiedprocedures face on a daily basis.

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

    Directory of Open Access Journals (Sweden)

    Budi Setiawan

    2014-06-01

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

  19. Analyzing behavior in customer relationships accounting for customer-to-customer interactions

    NARCIS (Netherlands)

    Risselada, Hans

    2012-01-01

    Veel bedrijven houden zich tegenwoordig bezig met customer relationship management (CRM). Ze hebben ingezien dat klanten een waardevol bezit zijn en ook als zodanig behandeld dienen te worden. Een van de hoofddoelen van CRM is om waardevolle relaties met bestaande klanten op te bouwen. Bedrijven kun

  20. Analyzing behavior in customer relationships accounting for customer-to-customer interactions

    NARCIS (Netherlands)

    Risselada, Hans

    2012-01-01

    Veel bedrijven houden zich tegenwoordig bezig met customer relationship management (CRM). Ze hebben ingezien dat klanten een waardevol bezit zijn en ook als zodanig behandeld dienen te worden. Een van de hoofddoelen van CRM is om waardevolle relaties met bestaande klanten op te bouwen. Bedrijven kun

  1. 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.

  2. RESEARCH ON INDIGENOUS BUILDING TECHNOLOGY OF COTU MINORITIES IN CENTRAL VIETNAM - Case study of traditional community houses in Thuong Quang and Thuong Lo commune, Thua Thien-Hue province -

    OpenAIRE

    2012-01-01

    The traditional community house named "Guol" is a unique architecture of Cotu minorities living upland area of central Vietnam. Two community houses in Nam Dong district, Thua Thien Hue province show the typical "Guol" and are surveyed for case studies of indigenous building technology. The building technology can be understood as their conventional design methodology and construction technique. The field research was conducted by interview and measurement to obtain the information relating t...

  3. Marketing management of customers loyalty

    Directory of Open Access Journals (Sweden)

    M.N. Ivannikova

    2014-09-01

    Full Text Available The aim of the article. The aim of the article is consideration of theoretical and methodical principles of development and practical application of customers’ loyalty programs which help to define the program choice criteria for a business. The results of the analysis. The article considers the loyalty program as marketing tool, characterized by system approach and directed upon chosen customers target group loyalty forming with the aim to create and uphold long term relations with. Theoretical regulations of the loyalty program stated in the article by the author are formed at the criterion basis of their classification (due to number of participants, essence of entering barriers and conditions; at the condition of customers encouragement; depending on the given advantage; depending on the target group character and types. Taking into consideration the above mentioned programs types, the author defines the appropriateness of their application for light industry goods customers. The author classifies the types of programs according to organizational and economic component and with respect to privileges levels of the chosen target group of customers. In the context of the given research work, the author considers theoretical, methodological and managerial fundamentals and implementation of loyalty program for light industry goods customers. We offer to fulfill the process loyalty program development in four stages (organizational and managerial, informational and methodological, financial and economical, controlling and correcting. Each of them holds corresponding components and consistent actions. To estimate the efficiency of loyalty program, the author suggests to using the following methods choosing only those which are corresponding to the parameters of customer loyalty and additional economic effect gaining. While researching and estimating the level of customer loyalty of a business, the author suggested the following issues, directed

  4. A Customized Finger Brachytherapy Carrier

    OpenAIRE

    Wadhwa, Supneet Singh; Duggal, Nidhi

    2013-01-01

    In recent years, radiation therapy has been used with increasing frequency in the management of neoplasms of the head and neck region. Brachytherapy is a method of radiation treatment in which sealed radioactive sources are used to deliver the dose a short distance by interstitial (direct insertion into tissue), intracavitary (placement within a cavity) or surface application (molds). Mold brachytherapy is radiation delivered via a custom-fabricated carriers, designed to provide a more consta...

  5. New Thoughts of Customer Value Study

    Science.gov (United States)

    Sun, Hong; Su, Zhuqing

    Customer value theory's discovery has established to take customer and even customer value as the center position for research of marketing, which is good progress of marketing theory. However, in the past researches for customer value emphasized customer perceived value, there was no good answer on which customers perceived with what scale. This paper states that customer perceived value is established in value transmission mechanism of its rear, which is based on the role of consumption values. With a market environment's change, and the strength of consumer's sovereignty consciousness, especially when personal consumption is identified and developed to become a mainstream consume culture in nowadays society, the role of the transmission is increasingly in evidence. Studies of consumeption values are to deepen customer value theory.

  6. EXPLORE SIGNIFICANT FACTORS TO AFFECT CUSTOMER INVOLVEMENT

    Directory of Open Access Journals (Sweden)

    Yu-Jia Hu

    2012-01-01

    Full Text Available Although literature review supported the concept that customer loyalty, brand equity and perceived risk are significant factors to affect customer involvement, very limited studies have extensively examined the relationship among those variables. This research applied quantitative study to comprehensively explore the relationship between customer loyalty, brand equity, perceived risk and customer involvement for consumers. The population for this research was identified as consumers having the shopping experience for digital camera. The findings supported the hypothesis that customer loyalty, brand equity and perceived risk have significant and positive relationship to customer involvement. The findings identified the predictors of customer loyalty, brand equity and perceived risk on the customer involvement and generated the recommendations for corporate operations and future scholar studies.

  7. Customer satisfaction in European food retailing

    DEFF Research Database (Denmark)

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

    2002-01-01

    Customer satisfaction and customer loyalty is becoming an increasingly important factor in modern retailing - a market characterized by slow growth and intense competition. Big non-European chains such as Walmart are already present in some countries and consider to buy some of the retail chains...... in other countries, e.g. in the Scandinavian countries. This development will demand even more focus on customer satisfaction and customer loyalty in order to stay in business and may also demand that existing actors on the market place form new coalitions. Promising new partners may be identified, partly...... based upon measures identifying how potential partners are perceived by the customers. Based on results from the European Customer Satisfaction study, a comparative analysis of customer satisfaction in Europe is conducted. Some specific Danish results are shown and the relationship between customer...

  8. Improving managed care value through customer service.

    Science.gov (United States)

    Tomczyk, Dennis J

    2002-06-01

    The ability of managed care providers to deliver high-quality customer service to managed care customers depends on their adoption of basic customer-service principles. To apply these principles effectively, providers need to understand and work to exceed the particular needs and expectations of these customers, which include boards of directors, senior executives, physicians, healthcare providers, clinical and patient financial services managers and staff, employers, brokers, and patients. Although these needs and expectations can be predicted to some extent, providers would be wise to implement regular surveys of customers and an open procedure for soliciting customer feedback about service issues. Better customer service for the broad range of managed care customers translates into higher levels of employer and patient satisfaction, which ultimately benefits providers.

  9. Customized PEC modules. Final report

    Energy Technology Data Exchange (ETDEWEB)

    Soerensen, Martin B. (DTI, Taastrup (Denmark))

    2012-07-01

    The purpose of the project ''Customized PEC modules'' was to move from the production hand-made individual DSCs (dye-sensitized solar cells) in the laboratory to the production of DSC modules in a semi-automated process. At the same time allowing sufficient variation in the product's specification for real tailoring of the product to the application. The tailoring can be related to the module's electrical output and size, but also to the possibility of designing patterns for decoration or communication purposes by playing around with the shape, size and layout of the individual cells forming the module. This was to be accomplished mainly by screen printing of DSC components on glass substrates at Mekoprint. For reaching this goal the work was divided into a number of steps. The central part of the work done was in the initial conception activity and the following manufacturing activity. An activity regarding optimization included several tasks of optimization and adaptation of the existing laboratory process for manufacturing of the DSCs. Finally, work focused on international activities was done. All the steps needed for the production of customized DSC modules have been demonstrated in this project. In combination with the development of a high performing printable sealant and sealing method all the prerequisites for producing customized DSC modules have been demonstrated. (LN)

  10. Determinants Of Mobile Phone Customer Satisfaction In The Kurdistan Region

    Directory of Open Access Journals (Sweden)

    Nabaz T. Khayyat

    2012-06-01

    Full Text Available This study examines the customer satisfaction of the telecommunications service in Kurdistan region of Iraq. The purpose is to identify the key factors that determine the customer satisfaction of the telecommunications services. A conceptual model is specified and a number of hypotheses are tested with a sample of 1,458 Kurdish mobile phone users in 2010. Discrete choice methodologyis used to test the three models for user satisfaction: Binomial logit model for overall satisfaction, and multinomial logit model for brand use and for handset preferred features. Overall the findings show that the Kurdish customers are generally satisfied with the purchased mobile telecommunication services. The findings have implications for competition in the market and the flows ofinvestment resources to the targeted market segments for potential expansion.

  11. The Relationship Quality Effect on Customer Loyalty

    Directory of Open Access Journals (Sweden)

    Vilte Auruskeviciene

    2010-06-01

    Full Text Available Este estudio tiene como objetivo la identificación de los elementos constitutivos de la calidad de relación que permite a las empresas oferentes de servicios profesionales establecer relaciones a largo plazo con sus clientes y fortalecer la lealtad de los mismos.El marco teórico sobre el que se ha formulado la identificación de dichos elementos y de la interrelación inherente a la lealtad del cliente ha sido contrastado empíricamente sobre una muestra de 74 directivos de empresas lituanas compradoras de servicios relacionados con las tecnologías de la información. Los resultados sugieren que las variables "calidad funcional", "confianza" y "compromiso" tienen un efecto significativo sobre la lealtad del cliente de servicios de tecnologías de la información. La calidad funcional es el elemento más importante a la hora de construir relaciones a largo plazo con clientes en el mercado de servicios profesionales.This study aims to identify the dimensions of relationship quality that enables professional services companies to establish long-term relations with their clients and fosters the loyalty of the client. The theoretical framework of relationship quality dimensions and customer loyalty interrelationship in a sample of 74 Lithuanian companies' managers buying IT service has been empirically tested. The findings suggest that the three variables (functional quality, trust, and commitment have a significant effect on IT services customer loyalty. Functional quality construct is the most important in building long-term relationship with customers in a professional services market.

  12. 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.

  13. Integrated Multichannel Customer Service Plan For Stark

    OpenAIRE

    Oinasmaa, Roosa

    2016-01-01

    The main objective of this thesis was to introduce three compatible integrated customer service templates for Stark according to the needs and wants of the customer service department. These providers all offer integrated technological solutions for multichannel services. This was done in order to improve work efficiency and thus have a positive effect on the customer experience. The purpose of the thesis was to find out what tools and programs the customer service representatives and the hea...

  14. Customers Purchasing Behavior : Famifarm Oy, Joroinen Finland

    OpenAIRE

    Shodeinde, Ebenezer

    2014-01-01

    The study is looking at customer side and responsiveness in buying Järvikylä range of products (let-tuce and herbs) in respect to easy recognition at shops. Most importantly, behavior of customers and prospective buyers in decision making process and motivating factors towards Järvikylä products. Finding customers’ reactions to the products and suggesting possible ways of satisfying customers and creating customer-based brand for Järvikylä brand. Theoretical data was collected from books,...

  15. Customer profitability analysis in a particular firm

    OpenAIRE

    Turková, Karolína

    2015-01-01

    The bachelor thesis entitled "Customer profitability analysis in a particular firm" deals with approaches which are possible to use in an enterprise practice when analyzing customer profitability. The theoretical part describes tools and methods of management accounting which are used to analyze the profitability of customers. The application part consists of appraisal of the firm's current system of analyzing customer profitability and proposal of a new system. In the conclusion some recomme...

  16. Measuring customer satisfaction in food industry

    OpenAIRE

    Parisa Akhtari; Amir Parviz Akhtari; Ahmad Torfi

    2015-01-01

    Customers are financial and intellectual capital of the firm and its survival and success depend on the attitude and firm performance to its customers. The goal of this article is to study customer satisfaction in Bonny Chow National Distribution Company and offering a model to evaluate customer satisfaction and also to study strength and weakness to improve and facilitate the defects. This study is descriptive, because it collects data and analyzes hypothesis based on expert survey. The ques...

  17. Customers Purchasing Behavior : Famifarm Oy, Joroinen Finland

    OpenAIRE

    Shodeinde, Ebenezer

    2014-01-01

    The study is looking at customer side and responsiveness in buying Järvikylä range of products (let-tuce and herbs) in respect to easy recognition at shops. Most importantly, behavior of customers and prospective buyers in decision making process and motivating factors towards Järvikylä products. Finding customers’ reactions to the products and suggesting possible ways of satisfying customers and creating customer-based brand for Järvikylä brand. Theoretical data was collected from books,...

  18. A Customer Ecosystem Perspective on Service

    OpenAIRE

    Voima, PÀivi; Heinonen, kristina; Strandvik, Tore; Mickelsson, Karl-Jacob; Arantola-Hattab, Leena Johanna

    2011-01-01

    This paper conceptualises customer ecosystems, which are defined as systems of actors related to the customer that are relevant concerning a specific service. Moving from provider-driven dyads and service systems to customer ecosystems, the paper uncovers multiple implications for service marketers regarding the definition of the customer, configurations of value units, scope of value formation, as well as relevant actor systems. The paper extends the perspective on service and suggests impli...

  19. Improving Customer Satisfaction: A People CMM Perspective

    Science.gov (United States)

    2010-10-11

    Work Environment Customer Relationship Management Program 19 Improving Customer Satisfaction: A People CMM Perspective P. Buttles, S. McGraw, D...Professional in 2009 and Customer Care Manager in July 2006. He has a bachelor of arts degree from the University of Pittsburgh and a bachelor of science...conferences throughout the United States and Europe. He has as a bachelor of science degree in management . 4 Improving Customer Satisfaction: A

  20. Performance Indicators in the Customer Relationship

    OpenAIRE

    Jeflea Victor

    2011-01-01

    In the early years of direct marketing, much of the growth in revenue took place through the acquisition of new customers. Today, however, markets are more saturated. New customers are gained mainly at the expense of competitors. This makes it more difficult and expensive to acquire new customers. To compensate, many companies are relying on their current customer base to generate the bulk of their profits. They are staying competitive by placing more emphasis on developing new products and s...

  1. Building Customer Value in Relationship Marketing

    OpenAIRE

    Slawomir Czarniewski

    2014-01-01

    In business, the customer as capital is not a new idea, but scientific literature has only recently begun to explore the topic in depth. Increasingly, studies are focusing on consumers as customers of enterprises. Attempts to measure the value of customers for the company have a short history and a single approach has not yet been worked out. On the basis of literature on the subject and practical approaches, this study presents several ways to measure the value of customers for the company. ...

  2. 19 CFR 24.14 - Salable Customs forms.

    Science.gov (United States)

    2010-04-01

    ... 19 Customs Duties 1 2010-04-01 2010-04-01 false Salable Customs forms. 24.14 Section 24.14 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY; DEPARTMENT OF THE TREASURY CUSTOMS FINANCIAL AND ACCOUNTING PROCEDURE § 24.14 Salable Customs forms. (a) Customs forms for sale...

  3. The Impact of Service Quality, Customer Satisfaction and Loyalty Programs on Customer`s Loyalty: An Evidence from Telecommunication Sector

    OpenAIRE

    Raja Irfan Sabir; Muhammad Irfan; Muhammad Arslan Sarwar; Binesh Sarwar; Naeem Akhtar

    2013-01-01

    All well reputed organizations know that the key to success lies in their customers. Hence in today’s world, the companies who do not provide value to their customers bring an opportunity for the competitors to jump in and steal these customers. Same rule applies in Telecommunication sector hence this research focuses on finding the impact of service quality, customer satisfaction and loyalty programs on customer’s loyalty in Telecommunication sector of Pakistan. All Telecom service provi...

  4. Preference clustering in customer satisfaction measurement

    DEFF Research Database (Denmark)

    Eskildsen, Jacob Kjær; Kristensen, Kai

    2006-01-01

    The scope of this paper is to analyze whether or not segments with different customer preferences and customer satisfaction can be identified. This analysis is based on customer satisfaction data from the Danish banking industry from the years 2004 and 2005. The analysis showed that the preference...

  5. Are women more loyal customers than men?

    NARCIS (Netherlands)

    S.M.J. van Osselaer (Stijn); V. Melnyk (Valentina); T.H.A. Bijmolt (Tammo)

    2010-01-01

    textabstractFor almost every company the retention of customers and the creation of customer loyalty is a huge driver of profits. If an organisation were able to increase customer retention by just 1%, such an improvement would have a significant impact on profitability.

  6. 27 CFR 44.227 - Customs procedure.

    Science.gov (United States)

    2010-04-01

    ... 27 Alcohol, Tobacco Products and Firearms 2 2010-04-01 2010-04-01 false Customs procedure. 44.227..., WITHOUT PAYMENT OF TAX, OR WITH DRAWBACK OF TAX Drawback of Tax § 44.227 Customs procedure. The customs... having inspected the articles and supervised the lading thereof on the export carrier, the...

  7. Mass Customization in the Electronics Industry

    DEFF Research Database (Denmark)

    Hvam, Lars

    2006-01-01

    production of standard components in the Far East, and order-based final assembly based on customer orders in various production sites around the world in close customer proximity. The results of applying mass customization principles include a reduction of the overall delivery time for a complete system...

  8. 12 CFR 368.5 - Customer information.

    Science.gov (United States)

    2010-01-01

    ... 12 Banks and Banking 4 2010-01-01 2010-01-01 false Customer information. 368.5 Section 368.5 Banks... GOVERNMENT SECURITIES SALES PRACTICES § 368.5 Customer information. Prior to the execution of a transaction... make reasonable efforts to obtain information concerning: (a) The customer's financial status; (b)...

  9. STRATEGI CUSTOMER RELATIONSHIP MARKETING TERHADAP LOYALITAS PELANGGAN

    Directory of Open Access Journals (Sweden)

    Sri Setyo Iriani

    2017-03-01

    Full Text Available Competition in the banking industry had rapidly gave freedom to our customers in determining the choice touse their services, so if the value received was not as expected, then the customers were easy to move to anotherbank, which was considered in accordance with their wishes. Thus, banks were implementing various strategies,both offensive and defensive oriented. Defensive strategy was oriented to maintain customers by buildingrelationships with customers so that customers will be loyal to the bank. This study aimed to examine the effectof customer relationship marketing strategy on customer loyalty of BNI and BCA in East Java. Total samplewas 210 clients, 105 clients each of BNI and BCA. Data was collected using interviews and questionnaires. Theresults showed that there was influence of customer relationship marketing strategy on customer loyalty of BNIand BCA, because each customer provided high ratings on all indicators of the bank’s CRM strategy in whichthey saved money. Trust was the most decisive for customers in a comprehensive evaluation of the closeness ofthe relationship with the bank. Furthermore, customers of both banks showed high behavioral loyalty to eachbank.

  10. Trends in Marketing: Customer Relationship Management.

    Science.gov (United States)

    Okula, Susan

    2000-01-01

    Describes the basics of Customer Relationship Management, a process whereby the customer interacts with the company, the company responds by learning to meet that individual's needs, and the customer is more likely to become loyal. Suggests how marketing students can learn the fundamentals of it. (JOW)

  11. 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.

  12. China Builds Its "Intelligent" Modern Customs

    Institute of Scientific and Technical Information of China (English)

    2004-01-01

    China General Administration of Customs (CAAC) has started to fully implement the second step of building the modem customs system. Relying on risk management system, it has realized an "intelligent" customs supervision system in practice.It is known that the annual number of import and export deals in China is over 100 mil-

  13. Trends in Marketing: Customer Relationship Management.

    Science.gov (United States)

    Okula, Susan

    2000-01-01

    Describes the basics of Customer Relationship Management, a process whereby the customer interacts with the company, the company responds by learning to meet that individual's needs, and the customer is more likely to become loyal. Suggests how marketing students can learn the fundamentals of it. (JOW)

  14. Preference clustering in customer satisfaction measurement

    DEFF Research Database (Denmark)

    Eskildsen, Jacob Kjær; Kristensen, Kai

    2006-01-01

    The scope of this paper is to analyze whether or not segments with different customer preferences and customer satisfaction can be identified. This analysis is based on customer satisfaction data from the Danish banking industry from the years 2004 and 2005. The analysis showed that the preference...

  15. An Overview of Customer Satisfaction Models.

    Science.gov (United States)

    Hom, Willard

    This document is a report on how California community colleges can incorporate customer satisfaction models and theories from business to better serve students. Emphasis is given to two levels of customer satisfaction: macro- and micro-models. Macro-models look at how customer satisfaction relates to other elements or priorities of community…

  16. 48 CFR 11.203 - Customer satisfaction.

    Science.gov (United States)

    2010-10-01

    ... 48 Federal Acquisition Regulations System 1 2010-10-01 2010-10-01 false Customer satisfaction. 11... PLANNING DESCRIBING AGENCY NEEDS Using and Maintaining Requirements Documents 11.203 Customer satisfaction. Acquisition organizations shall communicate with customers to determine how well the requirements document...

  17. An investigation on role of customer relationship management (CRM) in increasing organizational effectiveness

    OpenAIRE

    2012-01-01

    The present study studies the role of customer relationship management (CRM) in improving organizational effectiveness. The proposed model of this paper is implemented on customers of one of Iranian bank called Agricultural. The proposed model designs a questionnaire and selects a sample of 150 customers, randomly. The results of the survey has been validated using Cronbach alpha, which was .926. Research hypotheses are analyzed using Pearson's correlation test and all hypotheses are confirme...

  18. Profiting from customer relationship management : The overlooked role of generative learning orientation

    OpenAIRE

    Herhausen, Dennis; Schögel, Marcus

    2013-01-01

    This study aims to examine the direct and moderating effects of generative learning on customer performance. The authors test the relationships between CRM capabilities, generative learning, customer performance, and financial performance with a cross industry survey of CEOs and senior marketing executives from 199 firms. Partial Least Squares are used to estimate the parameters of the resulting model. The results reveal that generative learning affects customer performance directly. ...

  19. Risk of Misinforming and Message Customization in Customer Related Management

    Directory of Open Access Journals (Sweden)

    Dimitar Grozdanov Christozov

    2015-08-01

    Full Text Available This paper discusses applications of the measures of the risk of misinforming and the role of the warranty of misinforming in the context of the informing component of Customer Related Management (CRM issues. This study consists of two parts. Firstly, we propose an approach for customers’ grouping based on their attitude toward assessing product's properties and their expertise on the terminology/domain of the seller’s message describing the product. Also we discuss what the most appropriate personal/group warranty is for each of these group/clusters.

  20. An Exploratory Model of the Relationships between Empowerment, Job Involvement, Job Satisfaction, Organizational Commitment, and Customer Orientation in the Hospitality Industry

    OpenAIRE

    Jun, Jaekyoon

    1998-01-01

    The concept of customer orientation is becoming increasingly more important to managers, especially in service industries. Given the premise of the study that a customer-oriented employee has a critical role in enhancing service quality, little research has investigated the antecedents of the customer orientation construct. The objective of this study was to develop a theoretical model of customer orientation, and to test the hypothesized relationships between customer orientation and its ant...

  1. 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...

  2. Service Quality and the Mediating Effect of Corporate Image on the Relationship between Customer Satisfaction and Customer Loyalty in the Malaysian Hotel Industry

    Directory of Open Access Journals (Sweden)

    Boon-Liat Cheng

    2014-06-01

    Full Text Available Service quality is vital to the success of  any service organization. The rapid growth of the Malaysian hotel industry in the 2000’s forced hotel operators to seriously recognize the importance of service improvement in order to gain competitive advantage. This study aims to examine the impact of service quality on customer satisfaction, and how customer satisfaction subsequently affects customer loyalty in the hotel industry in Malaysia. This study also investigates the mediating effect of corporate image  on the  relationship between customer satisfaction and customer loyalty.  A systematic  sampling approach was adopted  to collect data through self-administered questionnaires from 500 hotel guests. Preliminary data analysis, descriptive analysis, reliability test and regression analysis were adopted to ana-lyze  the  reliability  of  items and the  hypothesized  relationships  in the  proposed  research model.  The findings revealed that perception of service quality is significantly related to customer satisfaction, which in turn generates positive customer loyalty in the hotel industry. Besides, corporate image is found to be a partial mediator in the relationship between customer satisfaction and customer loyalty. Overall, the find-ings of this study would help hotel operators to formulate and implement effective marketing manage-ment strategies to cope with the keen competition in the hotel service industry.

  3. Predicting Customers Churn in a Relational Database

    Directory of Open Access Journals (Sweden)

    Catalin CIMPOERU

    2014-01-01

    Full Text Available This paper explores how two main classical classification models work and generate predictions through a commercial solution of relational database management system (Microsoft SQL Server 2012. The aim of the paper is to accurately predict churn among a set of customers defined by various discrete and continuous variables, derived from three main data sources: the commercial transactions history; the users’ behavior or events happening on their computers; the specific identity information provided by the customers themselves. On a theoretical side, the paper presents the main concepts and ideas underlying the Decision Tree and Naïve Bayes classifiers and exemplifies some of them with actual hand-made calculations of the data being modeled by the software. On an analytical and practical side, the paper analyzes the graphs and tables generated by the classifying models and also reveal the main data insights. In the end, the classifiers’ accuracy is evaluated based on the test data method. The most accurate one is chosen for generating predictions on the customers’ data where the values of the response variable are not known.

  4. 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.

    2010-01-01

    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

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

    NARCIS (Netherlands)

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

    2012-01-01

    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 a

  6. 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

  7. 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.

  8. IMPLEMENTASI RELATIONSHIP MARKETING UNTUK MENCIPTAKAN CUSTOMER SATISFACTION

    Directory of Open Access Journals (Sweden)

    Dinda Frismandiri

    2008-02-01

    Full Text Available Penelitian ini bertujuan menguji dampak relationship marketing inputs melalui understanding customer expectation, building service partnership, total quality management, dan empowering employees terhadap customer satisfaction. Penelitian dilakukan pada nasabah Bank Central Asia Cabang Malang. Sampel diambil dengan metode accidental sampling, dengan jumlah sampel sebanyak 100 nasabah. Metode analisis menggunakan Regresi Berganda. Hasil analisis menunjukkan bahwa understanding customer expectation, building service partnership, total quality management, dan empowering employees teruji mampu menciptakan customer satisfaction nasabah. Di antara variabel relationship marketing inputs ternyata building service partnership memberikan dampak yang paling besar dalam menciptakan customer satisfaction nasabah.

  9. 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.

  10. The customs union argument for a monetary union

    NARCIS (Netherlands)

    J.G.M. van Marrewijk (Charles); C.G. de Vries (Casper)

    1990-01-01

    textabstractIf the real exchange rate follows approximately a random walk and in the presence of nontraded goods, a monetary union may generate a Pareto improvement. The argument is based on the analogy with the advantages that derive from the formation of a customs union. A novel unit roots test ba

  11. Parent Satisfaction and Information (A Customer Satisfaction Survey).

    Science.gov (United States)

    Tuck, Kathy D.

    The District of Columbia public schools sought to obtain an index of "customer satisfaction" from its parents through a study designed to examine their perceptions of their children's schools and school experiences. A survey was developed and pilot tested to ensure content validity and reliability. The survey focused on five areas: (1)…

  12. "Where Is My Answer?": A Customer Service Status Report.

    Science.gov (United States)

    Marcinko, Randy

    1997-01-01

    Describes the results of a study that tested the customer service responses from 11 companies selling online information including online hosts, database producers, and World Wide Web search engine companies. Highlights include content-oriented issues, costs, training, human interaction, and the use of technology to save time and increase…

  13. The customs union argument for a monetary union

    NARCIS (Netherlands)

    J.G.M. van Marrewijk (Charles); C.G. de Vries (Casper)

    1990-01-01

    textabstractIf the real exchange rate follows approximately a random walk and in the presence of nontraded goods, a monetary union may generate a Pareto improvement. The argument is based on the analogy with the advantages that derive from the formation of a customs union. A novel unit roots test

  14. The Impact of CRM on the Customer Satisfaction in Agricultural Bank

    Directory of Open Access Journals (Sweden)

    Mohammad A. Sarlak

    2009-01-01

    Full Text Available Problem statement: There is much research on this subject, but none of them is about the use of customer relationship management for boosting the bank customer satisfaction. While we have not any study about customer satisfaction in Agricultural Bank especially in Qom providence. Approach: The research method was applied one and from viewpoint of the process, was considered to be descriptive-survey. This research in which statistical analysis methods, such as Friedman's variance analysis, binomial test as well as single-sample Student's t test, were used. Since there were numerous samples in the research population (which includes the customers of Agricultural Bank, it was supposed to be infinite. Simple random sampling method had been used to determine the number of the customers of Qom province’s Agricultural Bank among which 384 the sample size for this statistical research. At the present research, customer relationship management was considered to be an independent variable: its variables included services quality, access to services and their properties. Office of customer complaints was considered as an independent variable, while the customer satisfaction is a dependent variable. Results: Considering the table results, highest rank was related to services access with a mean rank of 2.96 while lowest rank with the mean value of 2.18, is for the office of customer complaints. Considering the results of the table above it can be found that for the bank referrers, “to behave respectfully” and “not be tiresome the queue” were considered as the most and the least important indexes, respectively, finally let to confirm all hypotheses. Conclusion: As per research result, there was positive relationship between customer relationship management and customer satisfaction in Agricultural Bank, Qom providence. Since the suggestions will be proposed based on the results obtained from hypothesis testing, recommendation had been mentioned for

  15. UNDERSTANDING CUSTOMERS' EVALUATIONS THROUGH MINING AIRLINE REVIEWS

    Directory of Open Access Journals (Sweden)

    Ibrahim Yakut

    2015-11-01

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

  16. 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.

  17. 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......). Myriad models have been demonstrated within these two approaches across industries. However, limited efforts have been made to explain when sophisticated CLV or CPA models will be most useful. This paper explores the advantages and limitations of sophisticated CLV and CPA models and proposes...... 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...

  18. Processing of interlaced images in 4–10 MeV dual energy customs system for material recognition

    Directory of Open Access Journals (Sweden)

    S. Ogorodnikov

    2002-10-01

    Full Text Available The aim of this article is to demonstrate the practical value of radioscopic differentiation of materials in the 1–10 MeV energy range to the work of customs services. The proposed method for achieving singling out and identifying four basic groups of materials according to an atomic number is complex. Atomic numbers are identified using high- and low-energy profiles obtained through the irradiation of materials on an alternate pulse-by-pulse basis. This is done using a bremsstrahlung beam with 8   MeV/4   MeV dual boundary energies and by using scintillating crystals coupled with silicon photodiodes as detecting elements. An image segmentation technique is then used to discern the distribution of an atomic number on any given image. The color visualization of integral absorption and a material’s atomic composition is carried out according to the intensity hue saturation (IHS colorization scheme. The experiments were carried out on a full-scale prototype of an 8 MeV customs inspection system developed by the Efremov Research Institute.

  19. EVALUATING CUSTOMER-PERCEIVED SERVICE QUALITY AND CUSTOMER SATISFACTION IN THE NIGERIAN BANKING INDUSTRY

    OpenAIRE

    Dr. Moguluwa Shed Chinwuba; Ode Egene

    2013-01-01

    Keeping in view the significance of customer perceived quality in todays competitive banking environment, the study was designed to evaluate customer-perceived service quality and customer satisfaction in the Nigerian banking industry. This research focused on the measurement of customer satisfaction through delivery of service quality in the banking sector in Nigeria. A quantitative research was used to study the relationship between service quality dimensions and customer satisfaction. Find...

  20. 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...

  1. DSpace and customized controlled vocabularies

    Science.gov (United States)

    Skourlas, C.; Tsolakidis, A.; Kakoulidis, P.; Giannakopoulos, G.

    2015-02-01

    The open source platform of DSpace could be defined as a repository application used to provide access to digital resources. DSpace is installed and used by more than 1000 organizations worldwide. A predefined taxonomy of keyword, called the Controlled Vocabulary, can be used for describing and accessing the information items stored in the repository. In this paper, we describe how the users can create, and customize their own vocabularies. Various heterogeneous items, such as research papers, videos, articles and educational material of the repository, can be indexed in order to provide advanced search functionality using new controlled vocabularies.

  2. Customer behaviour and student satisfaction

    Directory of Open Access Journals (Sweden)

    Enache, I. C.

    2011-01-01

    Full Text Available Having to overcome new challenges, the higher education institutions need to understand their customer behaviour. The students’ satisfaction is becoming an important objective for universities and society as the role of the tertiary level institution is being questioned. The aim of this paper is to provide a concrete marketing approach to the student satisfaction problem. The literature review section aims to present resources that deliver relevant and updated information about the marketing perspectives on student satisfaction. A short survey is developed in order to provide insights on student behaviour and student satisfaction.

  3. The Impact of E-Media on Customer Purchase Intention

    Directory of Open Access Journals (Sweden)

    Mehmood Rehmani

    2011-03-01

    Full Text Available In this research paper, authors investigated the social media (e-discussion, websites, online chat, email etc parameters that have effect over the customers buying decisions. The research focused on the development of research model to test the impact of social media on the customer purchase intention. The literature review done to explore the work done on social media. The authors identify the problem and defined the objectives of the studies. In order to achieve them, a research model is proposed that followed by the development of research hypotheses to testify the model.

  4. Effects of customization on application decisions and applicant pool characteristics in a web-based recruitment context.

    Science.gov (United States)

    Dineen, Brian R; Noe, Raymond A

    2009-01-01

    The authors examined 2 forms of customization in a Web-based recruitment context. Hypotheses were tested in a controlled study in which participants viewed multiple Web-based job postings that each included information about multiple fit categories. Results indicated that customization of information regarding person-organization (PO), needs-supplies, and demands-abilities (DA) fit (fit information customization) and customization of the order in which these fit categories were presented (configural customization) had differential effects on outcomes. Specifically, (a) applicant pool PO and DA fit were greater when fit information customization was provided, (b) applicant pool fit in high- versus low-relevance fit categories was better differentiated when configural customization was provided, and (c) overall application rates were lower when either or both forms of customization were provided. (PsycINFO Database Record (c) 2009 APA, all rights reserved).

  5. Application of fuzzy comprehensive evaluation to the decision making of coal enterprises on customer credit

    Energy Technology Data Exchange (ETDEWEB)

    Yu, H.; Zhu, Q.

    1996-04-01

    Using fuzzy mathematics, this paper describes the factors that affect the creditworthiness of the coal industry`s customers, and introduces the concept of fuzzy comprehensive evaluation to the assessment of customer`s creditworthiness. It is pointed out that the evaluating factors may vary according to the experience of the assessor and the economic situation of the industry, and the weighting of each factor may be determined by other methods and revised according to the actual circumstances. The software for fuzzy comprehensive evaluation is well tested, which makes the evaluation of customers and making decision relatively easy. 5 refs., 2 tabs.

  6. The relationship between employee and customer satisfaction in the balanced scorecard

    Directory of Open Access Journals (Sweden)

    DG Gouws

    2014-06-01

    Full Text Available This paper reports evidence of a direct relationship between employee satisfaction and customer satisfaction as they are linked in the balanced scorecard. The objective was to propose a framework that shows the linkage between employee satisfaction and customer satisfaction and to undertake some preliminary testing of this framework. An empirical study was undertaken in an airline business which investigated these relationships between employee and customer satisfaction and the correlations between these performance measures. The relationship between the key drivers of employee satisfaction and the key drivers of customer satisfaction was also investigated. The study provides empirical evidence supporting several linkages.

  7. A Strategic Approach To Managing Customer Service Quality

    Directory of Open Access Journals (Sweden)

    Nelson Barber

    2011-11-01

    Full Text Available Service quality is an essential strategy for success and survival in today's competitive environment. Earlier discussions emphasized what service quality meant to customers and how to develop strategies to meet customer expectations. More recently, the focus has shifted to understanding the impact of service quality on profit and other financial outcomes of the organization. Lowering customer defection rates can be profitable to companies, at the same time lowering employee turnover and improving their satisfaction and loyalty can also reduce customer defection and maintain or increase profits. The purpose of this paper is to put forth an argument that to measure customer service quality is not only an important strategic approach, but is a critical and intertwined link to organizational commitment, communication, and employee satisfaction by improving and maintaining high standards of consistent service quality delivery. This strategic approach pulls together many previously tested models into a single workable assessment and feedback tool, with a particular focus on employee training, by establishing a strategic and measurable benchmarking index for continual monitoring and operational improvement.

  8. Hyundai’s Customer Satisfaction Analysis in Azerbaijan Market

    Directory of Open Access Journals (Sweden)

    Khayala Babayeva

    2016-12-01

    Full Text Available In modern economies, level of customer satisfaction is main indicator which intends to show organization’s position in comparison with its competitors. Determining customer satisfaction level allows any organization to detect the problems and gives a way in order to solve such issues. In this article, the aim is to measure the satisfaction level of Hyundai customers in Azerbaijan and for that a survey has been conducted. The research has been implemented on two basis: customer Satisfaction of Hyundai clients on a the car they drive; and b the service they have paid for repairing their car in the service center. Authors have developed confidence interval and hypothesis testing for each outcome from the survey. In addition to these, NPS level of Hyundai has been computed. Those figures help the authors to measure the real population’s satisfaction level. The results of the analysis claim that ultimate amount of customers are dissatisfied with car’s quality. Furthermore most of drivers’ satisfaction level of services which Hyundai provides is satisfactory.

  9. Documentation of Customer Management Processes: Regards for MSCs Performance

    Directory of Open Access Journals (Sweden)

    Hassan Khalili

    2014-07-01

    Full Text Available This study seeks the role of documentation of customer management processes on MSCs performance. Customer management processes includes: customer acquisition and customer retention that document the process helps sales managers in better planning. The population of the research is firms of industrial state of East Azerbaijan and Fars Provinces. The questionnaire gathered as an email and firm Attending survey, the dataset involved responses from sales and directors of the 127 firms. KMO and Bartlett's sphericity index for sampling adequacy was used the results indicate that the number of samples is suitable for factor analysis. Construction validation, so Cronbach's alpha, Spearman-Brown coefficient and Guttman split-half Coefficient was used to assess questionnaire that results show that the instrument has good validity and reliability. The regression analysis and path analysis have used for analyzing data and testing the research hypothesizes. In accordance with the results of simple linear regression analysis, documentation in compared management practices to facilitate employee and customer relationships for predict of performance has no information relative content. In addition, environmental turbulence has a negative impact on performance. But the results of hierarchical regression analyzes showed that documentation has information valuable content for predict of performance. Finally, ‎ the results of article have presented ‎solutions to salesperson and managers, and will help academics to understand the documentation CM processes.

  10. DESIGNING A MODEL OF CUSTOMER RELATIONSHIP MANAGEMENT FOR A MOBILE PHONE COMPANY

    Directory of Open Access Journals (Sweden)

    BRUTU MĂDĂLINA

    2015-07-01

    Full Text Available Customer relationship management refers to establishing, maintaining, developing and optimizing the relations between an organization and its customers and focuses on understanding and meeting its customers’ wishes and demands, the core items of the business strategy of any performant company. This paper aims at designing and testing a model of customer relationship management applicable within a mobile phone company. Starting from this purpose, the main objectives of the research were: presenting the concept of customer relationship management; the importance of companies’ orientation to the market; identifying a model of customer relationship management and, not least, analyzing the efficiency of this model. The results lead to the conclusion that the model of customer relationship management is extremely effective in the mobile phone industry, bringing significant profits.

  11. Impact of Personalization, Trust and Customer Satisfaction in the Banking Industry of Malaysia

    Directory of Open Access Journals (Sweden)

    Amirreza Forozia

    2012-08-01

    Full Text Available The aim of this research is to study the impact of some factors on customer loyalty in banking industry. Data was collected through a survey from customers in Cyberjaya of Malaysia. Multiple Regression analysis is applied to understand the correlation of the collected data and test the research hypotheses. The results illustrate that personalization, trust and customer satisfaction are vital factors affecting customer loyalty in banking industry. Therefore, the banking sector should build strategies to enhance customer loyalty by increasing personalization, trust and customer satisfaction. In addition, it is predicted that this research study will set a foundation for future studies of the feature of business activities in Malaysia and in general, the broader service industry context.

  12. An examination of the role of perceived support and employee commitment in employee-customer encounters.

    Science.gov (United States)

    Vandenberghe, Christian; Bentein, Kathleen; Michon, Richard; Chebat, Jean-Charles; Tremblay, Michel; Fils, Jean-François

    2007-07-01

    The authors examined the relationships between perceived organizational support, organizational commitment, commitment to customers, and service quality in a fast-food firm. The research design matched customer responses with individual employees' attitudes, making this study a true test of the service provider-customer encounter. On the basis of a sample of matched employee-customer data (N = 133), hierarchical linear modeling analyses revealed that perceived organizational support had both a unit-level and an employee-level effect on 1 dimension of service quality: helping behavior. Contrary to affective organizational commitment, affective commitment to customers enhanced service quality. The 2 sub-dimensions of continuance commitment to the organization--perceived high sacrifice and perceived lack of alternatives--exerted effects opposite in sign: The former fostered service quality, whereas the latter reduced it. The implications of these findings are discussed within the context of research on employee-customer encounters.

  13. Agility in consumer retail: Sense-Response Alignment through the eyes of customers

    Directory of Open Access Journals (Sweden)

    Maura Atapattu

    2014-06-01

    Full Text Available In hyper competition, firms that are agile: sensing and responding better to customer requirements tend to be more successful and achieve supernormal profits. In spite of the widely accepted importance of customer agility, research is limited on this construct. The limited research also has predominantly focussed on the firm’s perspective of agility. However, we propose that the customers are better positioned to determine how well a firm is responding to their requirements (aka a firm’s customer agility. Taking the customers’ stand point, we address the issue of sense and respond alignment in two perspectives-matching and mediating. Based on data collected from customers in a field study, we tested hypothesis pertaining to the two methods of alignment using polynomial regression and response surface methodology. The results provide a good explanation for the role of both forms of alignment on customer satisfaction. Implication for research and practice are discussed.

  14. THE EFFECT OF THE SERVICE QUALITY OF COMPANIES WHICH USE SOCIAL CRM ON CUSTOMER SATISFACTION

    Directory of Open Access Journals (Sweden)

    Mustafa KARADENİZ

    2015-07-01

    Full Text Available Abstract Social CRM (Customer Relationship Management, that is managing customer relations through social media, is becoming more common. The increase in social media use is the most important factor. Customers share their complaints, satisfactions in the social media and they ask about their peers’ experiences and views about products before deciding to buy. The companies using social media can communicate easily and rapidly with customers and try to satisfy them.In this study, the effect of the service quality of the companies using social CRM on customer satisfaction is investigated. The population consists of 342 people over the age of 18 who live in Istanbul. A survey is carried out to collect data and factor, reliability analysis, T-tests, and ANOVA/Welch tests are performed for the data by using the SPSS package program. Moreover, the developed model and the hypothesis are tested through a LISREL structural equation model.

  15. Purchasing behavior of Fairtrade customers

    Directory of Open Access Journals (Sweden)

    Mariana Ambrožová

    2013-01-01

    Full Text Available The volume of corporate social responsibility (CSR activities is increasing worldwide; the European Union considers CSR to be one of the ways to achieve the most competitive economy and CSR awareness is also rising among companies in the Czech Republic, their customers, and the public. Bearing this in mind, Fairtrade goods, a subset of CSR and sustainable development, is an attractive step for vendors to take towards their customers. In this paper, we try to learn who the buyers of Fairtrade products are and what their motivation is in order to help Fairtrade dealers know their target group better, while at the same time helping expand this target group for organizations such as Fairtrade Czech Republic. We utilize an empirical survey and employ both univariate and bivariate statistical analyses (descriptives, associations, correlations for this purpose. While some previous findings were confirmed, such as (the influence of age and education on Fairtrade purchasing behavior, moral principles and quality of the product being stated as the most important motives to buy Fairtrade products, the significance of the Fairtrade logo and certificate for the buyers’ awareness one was disproved. According to the gathered data, the economic situation of a household does not affect Fairtrade purchasing behavior.

  16. CUSTOMER SERVICES AND PRODUCT QUALITY

    Directory of Open Access Journals (Sweden)

    NEAMŢU Liviu

    2013-04-01

    Full Text Available Objective level of product is a combination of material elements. They are supplemented by satisfying highly heterogeneous and complex motivations, representing highly diverse subjective functions associated to product until individualization for each type of consumption. Thus it observes highly surprising developments of subjective function associated with a product and which determines in the consumer's opinion the quality level of the product. The present study examines the role of associated services covering the subjective function of the product in view of the fact that the utility or subjective function is dependent on elements such as style, fashion and fads. Consumers will no longer accept products with average quality of related services. For a company that wants to stay in the market and achieve profitability, the only solution is moving towards a complete product package type goods-services. Associated services are thus an indicator of quality and the best customer loyalty insurance policy, there is a close relationship between the quality of services provided by a firm, customer satisfaction and company profitability.

  17. Neglected Outcomes of Customer Orientation in Urban Public Water ...

    African Journals Online (AJOL)

    Neglected Outcomes of Customer Orientation in Urban Public Water Utilities in Uganda and Tanzania. ... a positive correlation between customer orientation and customer satisfaction ... Keywords · Customer orientation · Service quality · DEA ...

  18. Management of relationship between customer satisfaction and services in hotel industry in Prishtina

    Directory of Open Access Journals (Sweden)

    Dr.Sc. Shpresa Reshidi

    2016-01-01

    Full Text Available Nowadays, when companies more and more are oriented towards the customer, it is important to make a research on customer satisfaction. This paper will describe the management of relationship between customer satisfaction and services in hotel industry in Pristina. In the first part of the paper, review of the literature of different authors, from books and scientific publications. From the literature we achieved to understand customer relationship management, customer satisfaction and relationship between services and customer satisfaction. The literature review helped us to successfully carry out research for understanding the relationship between customer satisfaction and services in hotel industry. The second part of the paper includes research conducted by collecting data through self-administered questionnaire. The survey was conducted in five hotels in Pristina, where respondents through the questionnaire have expressed satisfaction with the services of the hotel. The collected data are presented through different tables, amounting to an analysis of the reliability of variables, the correlation between them and testing hypotheses through multivariate regression and contingency test. From the findings, we concluded that the tangible aspect of the hotel services, the seriousness aspect of the hotel services, the responsiveness aspect of the hotel services and the empathy aspect of the hotel services have a significant relation with customer satisfaction. But, the demographic variables did not have any significant relation with the level of customer satisfaction with services. Finally, from the obtained results it was possible to draw conclusions and recommendations for future researchers in this area.

  19. The Effect of Customer-Based Corporate Reputation on Customers’ Citizenship Behaviors in Banking Industry

    Directory of Open Access Journals (Sweden)

    Azam Shahsavari

    2013-11-01

    Full Text Available The purpose of this study is to investigate the impact of corporate reputation on three dimensions of customer citizenship behaviors including helping other customers, helping the company and positive word-of-mouth. The sample (n = 420 was bank customers in Iran. Structural equation models were used to test eleven hypotheses in the theoretical framework. Confirmatory factor analysis was used to refine the measurement scales and path analysis was used to test the model. The findings show that bank reputation through customer commitment and loyalty has a significant effect on three dimensions of customer citizenship behaviors; but it does not have a direct effect on those three dimensions. Examining the effect of every dimension of corporate reputation on citizenship behaviors, investigating other aspects of loyalty and commitment like behavioral loyalty and calculating commitment as mediator variables and doing this research in other service industry can be considered in future studies. Bank managers should supervise corporate reputation in the society and promote it. Commitment and loyalty building programs should also be regarded. As few studies have attempted to investigate the antecedents of customer outcome variables in terms of customer citizenship behaviors, this study is unique because it is the first study that investigates the effect of customer-based corporate reputation on three dimensions of customer citizenship behaviors.

  20. A Data Mining Technique to Find Optimal Customers for Beneficial Customer Relationship Management

    Directory of Open Access Journals (Sweden)

    T. Bhuvaneswari

    2012-01-01

    Full Text Available Problem statement: Modern companies and organizations are efficiently implementing a CRM strategy for managing a company interactions and relationships with customers. CRM systems have been developed and designed to support the areas of marketing, service process and sales. Many literature studies are available to preserve the customer relationship but small drawbacks occur in the existing methods. One method to maintain the customer relationship is frequency based method i.e., the company will give declination to the customer based on the historical data that is the customers how many times come to that company. These methods are not effective. Because the customers give revenue to that company is less. So the company revenue is affected. Approach: In this study, we propose a data mining and artificial technique to maintain the customer relationship between company and customers. Accomplishing this process, we maintain a historical database and then we use data mining ARM technique to mine the customer information from this database. We then present an artificial intelligence PSO technique to provide an offer to the selected customers. This offer does not affect the company revenues as well as satisfies the customers. This process will make a best relationship between the customers and organization and to satisfy the customers forever with company’s rules. Results: he simulation results have shown the performance of apriori algorithm for diverse combination of profit lengths of each customer. The performance of selected customer has been analyzed for five years. Finally the comparison results shows the selected customers are optimal comparing to other customers. Conclusion: The proposed method optimally selects the customers and also avoids the problems in the earliest methods. So, the relationship between customer and company is maintained successfully by using the proposed method.