Vapor Store Owner Beliefs and Messages to Customers.

Science.gov (United States)

Cheney, Marshall K; Gowin, Mary; Wann, Taylor Franklin

2016-05-01

Electronic cigarette (e-cigarette) use is becoming increasingly popular but little is known about the role of the local vapor store in promoting use and influencing customer attitudes and beliefs about vaping. Thirty-three vapor store owners were interviewed about their personal beliefs and attitudes about e-cigarettes and what they told customers about the health impact of using e-cigarettes. Interviews were recorded then transcribed, coded, and analyzed for themes. Vapor store owners used the internet to obtain information about vaping, most often from YouTube and industry sources. Owners often did not have the training to critically evaluate research studies posted on the internet. Owners promoted vaping as a healthier alternative to smoking and often compared it to a medical treatment. Owners considered ingredients in the e-liquid as safe to use if it was safe to eat and discussed other foods vapor ingredients were found in. Owners also discussed the safety of secondhand vapor. Owners described the health impact of nicotine in e-liquid by comparing nicotine to caffeine and promoted the nicotine in e-liquid as coming from vegetables rather than tobacco. Finally, owners talked about vaping as a habit rather than a continued addiction to nicotine. Local store owners are an important source of health information for current and potential e-cigarette users but their messages to customers may be based on incomplete or misinterpreted information. Understanding local store owner messages to customers in addition to internet-based messages is an important area for future public health research. © The Author 2015. Published by Oxford University Press on behalf of the Society for Research on Nicotine and Tobacco. All rights reserved. For permissions, please e-mail: journals.permissions@oup.com.

Customer satisfaction with individual shopping trip experiences in grocery retailing

DEFF Research Database (Denmark)

Esbjerg, Lars; Grunert, Klaus G; Jensen, Birger Boutrup

, whereas hedonic value reflects the potential entertainment and emotional worth associated with the shopping trip. Recognising this duality, in addition to enabling customers to satisfy utilitarian needs related to product-acquisition, grocery retailers increasingly try to offer customers pleasurable...... shopping experiences, even to entertain them. Because there is evidence suggesting even satisfied customers sometimes switch brands and retailers due to boredom, it is important for retailers to continuously engage consumers and stir interest in a given store. Satisfying customers again and again...

"The Virtual Grocery Store: A Proposal to Improve the Quality of Life for Retail Customers through a Virtual Environment"

OpenAIRE

Choi, Katrina Jones

2004-01-01

With the prevalence and integration of the Internet in our lives, online shopping has become a popular and convenient method of obtaining goods. However, there is an important experience that occurs between the customer and the product as well as the customer and the space in the actual, physical store which does not yet occur in the virtual store (Raijas, 2002). Customersâ increased use of new technology and the Internet illustrates that an incredible growth potential exists in the elect...

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.

The Influence of Store Atmosphere on Purchase Decision and IT's Impact on Customer's Satisfaction (Case Study on Indomaret Customers Jl. Raya Tlogomas No. 37, Malang)

OpenAIRE

Diawan, Nizar Satya; Kusumawati, Andriani; Mawardi, M. Kholid

2016-01-01

This research objectives are to: examine the influence of Store Atmosphere on Purchase Decision, examine the influence of Store Atmosphere on Customer Satisfaction, examine the influence of Purchase Decision on Customer Satisfaction. The result of path analysis showed that: Store Atmosphere has significant influence on Purchase Decision; Store Atmosphere has significant influence on Customer Satisfaction; Purchase Decision has significant influence on Customer Satisfaction. Therefore, the Man...

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

Directory of Open Access Journals (Sweden)

K Reddy

2014-10-01

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

The importance of store windows in creating store identity and store attractiveness

Directory of Open Access Journals (Sweden)

Renko Sanda

2012-01-01

Full Text Available While choosing the store, customer first notices the store window and it plays an important role in retailing strategy. Store's window is what customers see first in meeting with the store. Store window design can lead customer to enter the store, and can give a lot of information about store brands and products. Besides the analysis of the way how specific elements of the window design affect customers and their perception, the explanation of their attraction and rejection to customers is given. If we consider the importance of the topics, we can point out the lack of literature about store windows as the communication tool which allow store to communicate with its customers and to create its retailing strategy as well. There is the scientific contribution of this paper. The paper gives theoretical comprehensions completed with the results of the study about the importance of store windows for retailers as well as for customers. Therefore, for the purpose of this paper, a two-phase research study, including a qualitative and a quantitative approach, was used: 1 the qualitative study among retailers which indicated the most important elements of store windows, the level of financial sources invested in the window design, the basis for the decisions about store window design, etc.; 2 the quantitative study on the sample of consumers conducted with on-line questionnaire. Findings suggest that store window attractiveness is the main motif for store visits. The results of the research confirm that by means of store window and its elements (with special emphasis on price and pricing actions retail store sends messages to its consumers.

Generating Customer Profiles for Retail Stores Using Clustering Tech

OpenAIRE

Pramod Prasad,; Dr. Latesh G. Malik

2011-01-01

The retail industry collects huge amounts of data on sales, customer buying history, goods transportation, consumption, and service. With increased availability and ease of use of modern computing technology and e-commerce, the availability and popularity of such businesses has grown rapidly. Many retail stores have websites where customers can make online purchases. These factors have resulted in increase in the quantity of the data collected. For this reason, the retail industry is a major ...

Efficacy of a store-based environmental change intervention compared with a delayed treatment control condition on store customers' intake of fruits and vegetables.

Science.gov (United States)

Ayala, Guadalupe X; Baquero, Barbara; Laraia, Barbara A; Ji, Ming; Linnan, Laura

2013-11-01

The present store-based intervention was designed to promote sales of fruits and vegetables (F&V) to increase intake among store customers--specifically customers of tiendas, small-to-medium-sized Latino food stores. Four tiendas were randomized to a 2-month environmental change intervention or a delayed treatment control condition. Employees and managers were trained to promote F&V sales, including how to implement a food marketing campaign and installing store equipment to promote fresh fruits and vegetables. The primary outcome was self-reported daily intake of F&V among a convenience sample of customers (at least forty per store) collected at baseline prior to randomization and then 4 months later. In addition, changes in availability of F&V in the tiendas, using unobtrusive observational methods, provided evidence of intervention fidelity. Tiendas in central North Carolina. Participants included 179 customers who were recent immigrants from Mexico and Central America. A group-by-time interaction approached significance on daily servings of F&V; intervention customers reported an increase in F&V intake over time and as a function of the intervention (P customers’ reported F&V intake. Such strategies can have a public health impact on underserved populations.

Use of the Smart Store for Persuasive Marketing and Immersive Customer Experiences: A Case Study of Korean Apparel Enterprise

Directory of Open Access Journals (Sweden)

Hyunwoo Hwangbo

2017-01-01

Full Text Available Information technology’s introduction of online retail has deeply influenced methods of doing business. However, offline retail has not changed as radically in comparison to online retailing. Recently, studies in computer science have suggested new technology that can support offline retailers, including sensors, indoor positioning, augmented reality, vision, and interactive systems. Retailers have recently shown interest in these technologies and rapidly adopted them in order to improve operational efficiency and customer experience in their retail shops. Marketing studies also address immersive marketing that employs these technologies in order to change ways of doing offline retail business. Even though there is much discussion concerning new trends, technologies, and marketing concepts, there is, as of yet, no investigation that comprehensively explains how they can be combined together seamlessly in the real world retail environment. This paper employs the term “smart store” to indicate retail stores equipped with these new technologies and modern marketing concepts. This paper aims to summarize discussions related to smart stores and their possible applications in a real business environment. Furthermore, we present a case study of a business that applies the smart store concept to its fashion retail shops in Korea.

Baseline Assessment of a Healthy Corner Store Initiative: Associations between Food Store Environments, Shopping Patterns, Customer Purchases, and Dietary Intake in Eastern North Carolina

Directory of Open Access Journals (Sweden)

Stephanie B. Jilcott Pitts

2017-10-01

Full Text Available In 2016, the North Carolina (NC Legislature allocated $250,000 to the NC Department of Agriculture, to identify and equip small food retailers to stock healthier foods and beverages in eastern NC food deserts (the NC Healthy Food Small Retailer Program, HFSRP. The purpose of this study was to examine associations between food store environments, shopping patterns, customer purchases, and dietary consumption among corner store customers. We surveyed 479 customers in 16 corner stores regarding demographics, food purchased, shopping patterns, and self-reported fruit, vegetable, and soda consumption. We objectively assessed fruit and vegetable consumption using a non-invasive reflection spectroscopy device to measure skin carotenoids. We examined associations between variables of interest, using Pearson’s correlation coefficients and adjusted linear regression analyses. A majority (66% of participants were African American, with a mean age of 43 years, and a mean body mass index (BMI of 30.0 kg/m2. There were no significant associations between the healthfulness of food store offerings, customer purchases, or dietary consumption. Participants who said they had purchased fruits and vegetables at the store previously reported higher produce intake (5.70 (4.29 vs. 4.60 (3.28 servings per day, p = 0.021 versus those who had not previously purchased fresh produce. The NC Legislature has allocated another $250,000 to the HFSRP for the 2018 fiscal year. Thus, evaluation results will be important to inform future healthy corner store policies and initiatives.

Baseline Assessment of a Healthy Corner Store Initiative: Associations between Food Store Environments, Shopping Patterns, Customer Purchases, and Dietary Intake in Eastern North Carolina.

Science.gov (United States)

Jilcott Pitts, Stephanie B; Wu, Qiang; Truesdale, Kimberly P; Laska, Melissa N; Grinchak, Taras; McGuirt, Jared T; Haynes-Maslow, Lindsey; Bell, Ronny A; Ammerman, Alice S

2017-10-07

In 2016, the North Carolina (NC) Legislature allocated $250,000 to the NC Department of Agriculture, to identify and equip small food retailers to stock healthier foods and beverages in eastern NC food deserts (the NC Healthy Food Small Retailer Program, HFSRP). The purpose of this study was to examine associations between food store environments, shopping patterns, customer purchases, and dietary consumption among corner store customers. We surveyed 479 customers in 16 corner stores regarding demographics, food purchased, shopping patterns, and self-reported fruit, vegetable, and soda consumption. We objectively assessed fruit and vegetable consumption using a non-invasive reflection spectroscopy device to measure skin carotenoids. We examined associations between variables of interest, using Pearson's correlation coefficients and adjusted linear regression analyses. A majority (66%) of participants were African American, with a mean age of 43 years, and a mean body mass index (BMI) of 30.0 kg/m². There were no significant associations between the healthfulness of food store offerings, customer purchases, or dietary consumption. Participants who said they had purchased fruits and vegetables at the store previously reported higher produce intake (5.70 (4.29) vs. 4.60 (3.28) servings per day, p = 0.021) versus those who had not previously purchased fresh produce. The NC Legislature has allocated another $250,000 to the HFSRP for the 2018 fiscal year. Thus, evaluation results will be important to inform future healthy corner store policies and initiatives.

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

Science.gov (United States)

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

2015-05-01

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

If you stock it, will they buy it? Healthy food availability and customer purchasing behaviour within corner stores in Hartford, CT, USA.

Science.gov (United States)

Martin, Katie S; Havens, Erin; Boyle, Katie E; Matthews, Gregory; Schilling, Elizabeth A; Harel, Ofer; Ferris, Ann M

2012-10-01

Literature on food environments has expanded rapidly, yet most research focuses on stores and community characteristics without integrating customer-level data. The present study combines customer shopping behaviour with store food inventory data. Face-to-face interviews were conducted with customers shopping in corner stores to measure food shopping behaviour, household food security and demographics. Store inventories were conducted to measure availability of healthy food in corner stores. Multilevel logistic regression models estimated the probability of customers purchasing a food item given the availability of that item in the store. Nineteen corner stores in Hartford, CT, USA, average size 669 ft(2) (62.15 m(2)). Sample of 372 customers. The majority of customers were Black or Hispanic (54 % and 40 %, respectively) and 61 % experienced food insecurity. For each additional type of fruits or vegetables available in the store, the estimated odds of a customer purchasing fruits increased by 12 % (P = 0.03) and the odds for purchasing vegetables increased by 15 % (P = 0.01). Customers receiving the Supplemental Nutrition Assistance Program (SNAP) were 1.7 times as likely to purchase fruit as those not receiving SNAP (P = 0.04). Greater availability of reduced-fat milk was not associated with increased likelihood of customers purchasing reduced-fat milk. There is a positive association between fruit and vegetable variety and the probability that a customer purchases fruits and vegetables. Increasing the selection of produce in corner stores may increase their consumption by food-insecure and low-income residents at risk for health disparities. These findings have implications for future store interventions and food policies.

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.

Customer Characteristics and Shopping Patterns Associated with Healthy and Unhealthy Purchases at Small and Non-traditional Food Stores.

Science.gov (United States)

Lenk, Kathleen M; Caspi, Caitlin E; Harnack, Lisa; Laska, Melissa N

2018-02-01

Small and non-traditional food stores (e.g., corner stores) are often the most accessible source of food for residents of lower income urban neighborhoods in the U.S. Although healthy options are often limited at these stores, little is known about customers who purchase healthy, versus less healthy, foods/beverages in these venues. We conducted 661 customer intercept interviews at 105 stores (corner stores, gas marts, pharmacies, dollar stores) in Minneapolis/St. Paul, Minnesota, assessing all food and beverage items purchased. We defined three categories of "healthy" and four categories of "unhealthy" purchases. Interviews assessed customer characteristics [e.g., demographics, body-mass index (BMI)]. We examined associations between healthy versus unhealthy purchases categories and customer characteristics. Overall, 11% of customers purchased ≥1 serving of healthy foods/beverages in one or more of the three categories: 8% purchased fruits/vegetables, 2% whole grains, and 1% non-/low-fat dairy. Seventy-one percent of customers purchased ≥1 serving of unhealthy foods/beverages in one or more of four categories: 46% purchased sugar-sweetened beverages, 17% savory snacks, 15% candy, and 13% sweet baked goods. Male (vs. female) customers, those with a lower education levels, and those who reported shopping at the store for convenience (vs. other reasons) were less likely to purchase fruits/vegetables. Unhealthy purchases were more common among customers with a BMI ≥30 kg/m 2 (vs. lower BMI). Results suggest intervention opportunities to increase healthy purchases at small and non-traditional food stores, particularly interventions aimed at male residents, those with lower education levels and residents living close to the store.

Marketing and Customer Relationship Management for ONYOU Home Textiles Franchise Store in Hefei, China

OpenAIRE

Gu, Wanqing

2014-01-01

ONYOU bamboo fiber home textile franchise store is a small business located in Hefei City, Anhui Province, China. It has been running more than three years since ONYOU franchise store was set up on March 2010. It has gone through the good times and also tough times, there are still chal-lenges and threaths existing that this store needs to confront. In this thesis report, the marketing and customer relationship management suggestions has been designed for ONYOU franchise store and so...

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

Customer Purchasing Behavior Analysis as Alternatives for Supporting In-Store Green Marketing Decision-Making

Directory of Open Access Journals (Sweden)

M. Alex Syaekhoni

2017-11-01

Full Text Available Due to increasing concerns about environmental protection, the environmental sustainability of businesses has been widely considered in the manufacturing and supply chain context. Further, its adoption has been implemented in the retail industry for marketing field, including green product promotion. This study aimed to propose a customer purchasing behavior analysis as an alternative for supporting decision-making in order to promote green products in retail stores. Hence, right-on-target marketing strategies can be implemented appropriately. The study was carried out using shopping path data collected by radio frequency identification (RFID from a large retail store in Seoul, South Korea. In addition, the store layout and its traffic were also analyzed. This method is expected to help experts providing appropriate decision alternatives. In addition, it can help retailers in order to increase product sales and achieve high levels of customer satisfaction.

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...

The Effect of Store Brand Image and Service Quality Towards Customer Loyalty at Freshmart Superstore Manado

OpenAIRE

Tumiwa, Johan; Lapian, S. L. H. V. Joyce; Kumowal, Rivo Christian

2016-01-01

Customer loyalty has been recognized as the dominant factor in a superstore€™s success. The customer loyalty subject has become of increased interest to most superstore in the competitive situation over the last few years. Store brand image and service quality describes what customers are looking for that is likely to be advantageous to the Superstore. The objectives of this research are to analyze the effect of store brand image, and service quality towards consumer loyalty, simultaneously a...

Engaging the Shopping Experience:Experience design as a way to increase customers' emotional engagement on brick-and-mortar stores

OpenAIRE

Sørensen, Sanne Dollerup

2017-01-01

The revenues in brick-and-mortar stores have declined in the last decade, not least due to competition from online shopping. This thesis investigates how traditional stores might use principles from experience design to reverse this tendency. Brick-and-mortar stores are very important in contributing to urban environments as they increase social interaction, economic growth, the ability to attract tourists and civic diversity. They are multi-sensual phenomena’s with enormous potential that of...

Investigating the effect of emotional and social stimulants of store atmosphere and prices on the customers' satisfaction and loyalty

Directory of Open Access Journals (Sweden)

Alireza Mosayebi

2013-06-01

Full Text Available Nowadays, it is impossible for retailers to establish a competitive and successful store in the marketplace through making a distinction in the outer facades of their stores, altering the pricing system, and diversifying the products offered in the store, due to the intense competition emerged in retailing markets. This leads the retailing markets to a new concept of marketplace, which is called “teaser retailing”. In this research, we first explain some related variables such as emotional and social stimulants, emotional-perceptual indicators, price of product, customer satisfaction, and customer loyalty. Then we investigate the impact of emotional and social stimulants and price of products on emotional-perceptual indicators as well as the relationship between emotional-perceptual indicators and customer satisfaction, and finally the relationship between customer satisfaction and his/her loyalty. The first hypothesis was associated with the effect of the store emotional stimulants on emotional-perceptual indicators and it was not confirmed. After investigation of the second hypothesis, it was cleared that the store social stimulants affects the buyer's emotional-perceptual indicators in purchasing point. On the other hand, the third hypothesis indicated that price of products affects the buyer's emotional-perceptual indicators in purchasing point. The fourth hypothesis indicated that emotional-perceptual indicators affect the customer satisfaction, and finally the fifth one indicated that the customer satisfaction leads to his/her loyalty.

RESEARCH ON CUSTOMER SATISFACTION DEGREE AT THE STORE MOBEXPERT PITEŞTI, IN ORDER TO IMPROVE THE SALES RESULTS

Directory of Open Access Journals (Sweden)

BRUTU MĂDĂLINA

2015-07-01

Full Text Available This paper presents a detailed research of customer satisfaction at the store Mobexpert Pitesti, in order to identify the main causes that led to their possible dissatisfaction. Starting from these results, the paper also aims at identifying a range of solutions designed to improve sales activity. Therefore we defined the research purpose and objectives, designed the questionnaire, defined the variables and established the research hypotheses. The sample of research consisted of the customers of the store Mobexpert Pitesti, men and women aged between 18 and over 55, with middle, high and very high incomes. A single operator collected the data inside Mobexpert Piteşti for two days, using a 3 minute questionnaire. Analyzing the research results, we conclude that there is a high degree of customer satisfaction for the store Mobexpert Piteşti, that it can be further increased by applying the following improvement directions: increasing service quality, better customer understanding, training the sales force through e-learning, motivating the sales force more effectively through a satisfactory system of salaries and bonuses and, not least, increasing the impact of marketing actions.

Smart Automation, Customer Experience and Customer Engagement in Electric Vehicles

Directory of Open Access Journals (Sweden)

Asad Ullah

2018-04-01

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

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

Directory of Open Access Journals (Sweden)

Mohammad Sedighimanesh

2017-07-01

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

Customer experience in marketing: History, concept and management

Directory of Open Access Journals (Sweden)

Štavljanin Velimir

2017-01-01

Full Text Available Companies are nowadays faced with challenges regarding interaction with customers through various touchpoints in multichannel environment. Key priority in that situation is to manage all those touchpoints in such a way to optimize customer experience. In a context like this customer experience management is becoming a priority for a large number of companies. The aim of this paper is to clarify the concept of customer experience, bring it closer to the academic and practitioner community, and create interest for this relatively novel concept. Paper provides historical review of the literature in the domain of consumer experience, detailed analysis of customer experience concept, and present models of customer experience management.

Food and beverage purchases in corner stores, gas-marts, pharmacies and dollar stores.

Science.gov (United States)

Caspi, Caitlin E; Lenk, Kathleen; Pelletier, Jennifer E; Barnes, Timothy L; Harnack, Lisa; Erickson, Darin J; Laska, Melissa N

2017-10-01

Little is known about customer purchases of foods and beverages from small and non-traditional food retailers (i.e. corner stores, gas-marts, dollar stores and pharmacies). The present study aimed to: (i) describe customer characteristics, shopping frequency and reasons for shopping at small and non-traditional food retailers; and (ii) describe food/beverage purchases and their nutritional quality, including differences across store type. Data were collected through customer intercept interviews. Nutritional quality of food/beverage purchases was analysed; a Healthy Eating Index-2010 (HEI-2010) score for purchases was created by aggregating participant purchases at each store. Small and non-traditional food stores that were not WIC-authorized in Minneapolis and St. Paul, MN, USA. Customers (n 661) from 105 food retailers. Among participants, 29 % shopped at the store at least once daily; an additional 44 % shopped there at least once weekly. Most participants (74 %) cited convenient location as the primary draw to the store. Customers purchased a median of 2262 kJ (540 kcal), which varied by store type (P=0·04). The amount of added sugar far surpassed national dietary recommendations. At dollar stores, participants purchased a median of 5302 kJ (1266 kcal) for a median value of $US 2·89. Sugar-sweetened beverages were the most common purchase. The mean HEI-2010 score across all stores was 36·4. Small and non-traditional food stores contribute to the urban food environment. Given the poor nutritional quality of purchases, findings support the need for interventions that address customer decision making in these stores.

EMOTIONAL LABOR: THE ROLE OF EMPLOYEE ACTING STRATEGIES ON CUSTOMER EMOTIONAL EXPERIENCE AND SUBSEQUENT BUYING DECISIONS

Directory of Open Access Journals (Sweden)

Chaoying Tang

2013-01-01

Full Text Available Prior research has demonstrated the impact of employee emotional labor strategies (deep and surface acting on customer behavioral intentions. However, there is limited data on the impact of emotional labor strategy on potential intervening variables and on actual buying decisions. This study extends the prior research by examining the effect of employee emotional labor strategies on customers’ emotional experiences and actual customer purchasing decisions. Data were collected from 294 employee-customer pairs from retail cell phone stores in China. Results indicated that choice of strategy (deep or surface does significantly impact purchase decisions. In addition, the relationship between strategy and purchase is mediated by the customer's emotional experience.

Customer experience management in digital channels with marketing automation

OpenAIRE

Mattila, J. (Juho)

2016-01-01

Abstract Superior customer experience and successful customer experience management can create a competitive advantage that is difficult to match by the competitors. However managing customer experience successfully the customer experience needs to be considered in the context of multiple marketing channels and multiple customer segments which requires a lot of resources. With the difficult financial conditions today the us...

Charting and shaping the modern consumer. The rise of customer research in the Dutch department store De Bijenkorf, 1930-1960

Directory of Open Access Journals (Sweden)

Jan Hein Furnée

2017-09-01

Full Text Available In the decades before and after World War ii, major European department stores were increasingly eager to know and understand their customers. This article analyses how the Dutch department store De Bijenkorf, in dialogue with leading European partners, developed a wide range of research techniques to chart the social composition and buying behavior of its customers in order to enhance the company’s efficiency in procurement, advertising, spatial organization and sales. The customer research of De Bijenkorf helped to legitimize new business policiessuch as up- and downtrading and impulse buying, but also reflected and established new ideas and images of modern urban consumers as statistical categories behaving in astonishing regular ways.

CUSTOMER EXPERIENCE AND RETAIL BANKING TRENDS

Directory of Open Access Journals (Sweden)

PAUL OVIDIU HANDRO

2017-11-01

Full Text Available The concept of customer experience refers to the impact of all the interactions that the customer may have with a bank, taking into account the multitude of touchpoints by which he activates. Customer experience includes every element related to the promises made through branding, advertising, offers, products and services, but the most important is how they are delivered: easiness in using the services or products, promptness and efficiency in dealing with customers before and after purchase. [1] - [11] In the context of an environment influenced to a great extent by the evolution of technologies, but also by the accelerated dynamics regarding legislation (Payment Directive II, Directive 2014/92/EU and competition, a traditional commercial bank must be extremely careful and competent to build and plan the present and future experiences offered to customers. Given the complexity of the structure of a traditional bank, an essential point in the performance strategy must be the improvement of the Customer experienced experience in dealing with the bank. The positive experience becomes defining both for customer loyality and to attract new customers. The segregation of responsibilities and at the same time harmonization of flows between the various structures of traditional banks (front-office- FO; middle-office-MO; back-office-BO becomes the main challenge of the moment in order to provide the customer with the much desired positive experience. Affected at the global and European level by the dynamics of legislative changes, as well as by the business models that rely on the outsourcing of some positions, the back-office and middle office do not enjoy the same rhythm of evolution and support found in the front office, resulting in incoherent customer experiences and, at the same time, preventing the industry's capacity to attract, retain and delight the customers. In order to improve the level of customer experience, the banks must focus more on

Measuring Gen-Y Customer Experience in the Banking Sector

Directory of Open Access Journals (Sweden)

Kyguolienė Asta

2017-12-01

Full Text Available The article analyses customer experience as the subject of marketing research and presents methods for assessing customer experience. The results of empirical research revealing the Gen-Y customer experience in using the Lithuanian commercial banks’ services are presented.

CEM: Increasing productivity through the management and monitoring of experiences provided to customers

Directory of Open Access Journals (Sweden)

Adriana Arineli

2015-12-01

Full Text Available Dealing with intangible and so subtle experience is unusual and a huge challenge for management that is not used to measure what has no numbers, but maybe they need to see beyond the obvious and accessible statistics. Recently, several studies point to the importance of customer experience management (CEM. However, if the CEM is a strategy to focus on operations and processes of a business around the customers’ experiences with the company, it is essential to seek grants to structure it and find out its effectiveness. This study examines the issues involved in offering superior customer experiences on fashion retail stores in Brazil, identifying the relation between productivity and CEM. Through a research with managers of three important Brazilian clothing retail chains, it was possible to analyze the aspects that impact on the customer experience and their relevance. A questionnaire was applied to evaluate 23 variables that make up the experience of the customer and their impact on increasing productivity. Some statistical techniques were used for data processing and it was possible to realize that only 4 of the 23 items were not relevant for customer experience. It can be concluded that CEM is effective in increasing productivity and can be used as a guideline matrix management in decision-making to promote superior customer experiences. Specific characteristics of each segment suggest different impacts in every aspect. Therefore, it is crucial that each segment review its own variables that will structure the CEM. Even assuming that it is defiant see beyond the obvious, maybe this is the necessary opportunity to create real competitive advantage and longevity for companies that want to stand out and be successful over time.

Do emotional and functional customer experiences influence customer satisfaction, recommendation and loyalty?

OpenAIRE

Claeys, Christel; Roozen, Irene

2012-01-01

This paper investigates whether both the functional and the emotional component of customer experiences contribute to customer satisfaction, recommendation and loyalty. The research is conducted in two different contexts: hedonic experiences and services. The research results show that both components explain satisfaction, recommendation and loyalty of the customers, however the impact differs according to the context of the experience. A negative functional experience is significantly more s...

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

OpenAIRE

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

2016-01-01

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

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

Directory of Open Access Journals (Sweden)

Ahmadi MB

2013-02-01

Full Text Available Michael B Ahmadi,1 William Trefzger,2 Rich Morey,1 Ileana Quintas31Substance Abuse and Mental Health Services Administration, Rockville, 2Centers for Medicare and Medicaid Services, Baltimore, 3IQ Solutions, Inc, Rockville, MD, USAAbstract: American government information centers need to be responsive to an increasingly customer driven information environment while ensuring the sustainability of operations. Enhanced self-service options offer one avenue for addressing both of these needs. This article presents a case study of how the US Substance Abuse and Mental Health Services Administration used extensive stakeholder research and a customer-centric design to reframe its service model by building a self-service online store that integrates access to more than 1300 behavioral health publications previously housed in two separate clearinghouses. The redesigned Substance Abuse and Mental Health Services Administration Store offers users a modern e-commerce website that not only helps customers find, order, download, and share products, but also encourages serendipitous content exploration, which has led to increased orders containing both substance abuse and mental health publications.Keywords: customer research, taxonomy, usability testing, web analytics, web design

Expectations and experiences of customers in formal full service ...

African Journals Online (AJOL)

The DINESERV gap was -0.47, which indicates that overall customers' experiences fell below customers' expectations. Restaurateurs should improve customers' experiences to reduce the DINESERV gap. The results of this study could help restaurateurs to identify areas of improvement and increase customer satisfaction.

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.

CORPORATE REBRANDING OF GRAMEDIA STORE (CORPORATE REBRANDING DI GRAMEDIA STORE

Directory of Open Access Journals (Sweden)

Natasha Helena Kairupan

2016-10-01

Full Text Available Abstract. The purposes of this research are to determine the stages of analysis, planning, and evaluation of corporate rebranding process of Gramedia Book Store to be Gramedia Store to rise stakeholder’s awareness. The method used is descriptive qualitative with positivism paradigm. The technique of collecting data through in-depth interview, observation, and literature study. The result of this research showed the analysis stage by analyzing the market through insights and foresights, brand audit through SWOT analysis, and identifying opportunities. The planning stage is by determine the purpose of the planning process and then determine the target audience, consist of external and internal customer. The planning of external customer by renaming and change of corporate identity, and marketing planning using communication channel (above the line and below the line. The planning of internal customer by Brand Induction, training, inspiration briefing at store, and innovation competition. The evaluation of rebranding process of Gramedia Store is having a focus group discussion with customer, media monitoring, and presentation to BOD. Keywords : Process, Corporate Rebranding, Stakeholder Awareness, Corporate Identity, Gramedia Store Abstrak.Tujuan penelitian ini adalah untuk mengetahui bagaimana tahapan analisis, perencanaan, dan evaluasi proses corporate rebranding Gramedia Book Store menjadi Gramedia Store untuk meningkatkan stakeholder awareness. Pendekatan yang digunakan adalah kualitatif dengan paradigma positivisme dan jenis studi deksriptif. Teknik pengumpulan data yang dilakukan melalui wawancara mendalam, observasi, dan studi pustaka. Berdasarkan hasil penelitian, tahapan analisis dilakukan dengan menganalisis pasar melalui insights dan foresights, audit merek dengan analisis SWOT, dan mengidentifikasi peluang. Dalam tahapan perencanaan dengan menentukan tujuan kemudian menentukan target audiens, yaitu eksternal dan internal. Perencanaan

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

OpenAIRE

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

2018-01-01

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

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

OpenAIRE

Senjaya, Vivie

2013-01-01

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

Online customer experience: Implications for digital banking

Directory of Open Access Journals (Sweden)

Štavljanin Velimir

2017-01-01

Full Text Available Banks will be facing great challenges in the coming period. Some of these challenges are a lack of differentiation, disloyal customers, new non-traditional competitors, increased interaction and expectations from digital channels. Many consulting firms, but also the academic community, propose a solution in the form of implementing the concept of customer experience management. As research shows that a large number of challenges come from the online environment, it is necessary for banks to ensure excellence in the online environment by applying the concept of online customer experience. In order to create this experience, it is up to the banks to meet all the necessary antecedents, which can involve the elements in terms of control, processes and content. This can be a very difficult job if one is unfamiliar with the basics, but it could also be a rewarding job which will reflect on the business performance. Although the focus of the paper is online customer experience, even in the developed countries 'digital' customers are rare. Most of them are multichannel oriented and an important aspect is the multichannel integration and the strategy focused on customer experience. This paper presents an overview of the literature in the field of online customer experience, with the aim of introducing the public with the concept as well as presenting the implications which this concept has for digital banking.

Mystery shopping and alcohol sales: do supermarkets and liquor stores sell alcohol to underage customers?

NARCIS (Netherlands)

Gosselt, Jordi Franciscus; van Hoof, Joris Jasper; de Jong, Menno D.T.; Prinsen, Sander

2007-01-01

Purpose: The Dutch national policy regarding alcohol and youth relies on retailers’ willingness to refuse to sell alcohol to underage customers. This study examined unobtrusively whether supermarkets and liquor stores do indeed comply with the legal age restrictions for alcohol sales. - Methods: A

The Impact of a Customer Service Intervention and Facility Design on Firm Performance

OpenAIRE

Joanne M. Sulek; Mary R. Lind; Ann S. Marucheck

1995-01-01

The purpose of this research was to investigate the impact of a customer service intervention and store design on store performance within a regional food retailing chain. A longitudinal study examines the organization's implementation of a customer service intervention which utilized new service standards and customer feedback mechanisms. Moreover, the chain provided a natural experiment, since the forty-six stores in this chain represented three levels of facility design ranging from the tr...

A Comparison of the Approaches to Customer Experience Analysis

Directory of Open Access Journals (Sweden)

Havíř David

2017-08-01

Full Text Available Nowadays, customer experience is receiving much attention in scientific and managerial community. Scholars and practitioners state that customer experience is the next area of competition. For a long time, there has been a call for a uniform, accurate definition, definition of its components, and the development of the customer experience frameworks. As this topic is new, there has been a considerable fragmentation. The question is if the fragmentation is still present and how can we address it. The aim of this paper is to summarize research on customer experience analysis and to explore and compare the dimensions describing customer experience listed in seven conceptual models with findings from 17 research projects on customer experience conducted after the year 2010. The purpose of this is to summarize recent knowledge, get the most comprehensive view on customer experience and its possible decomposition, and to reveal possible relationships between the dimensions. Based on a review of the available literature, the paper juxtaposes several approaches to customer experience analysis and compares their results to find similarities and differences among them. In the first step, the dimensions and factors of the customer experience were extracted from the seven models to analyze customer experience and they were compared with each other. This resulted in a set of dimensions and factors. In the next step, customer experience factors and dimensions were extracted from 17 practical research papers on customer experience. Finally, based on their descriptions and found similarities, the dimensions and factors were put together into several groups, as this grouping and creation of the new universal set of dimensions might solve the fragmentation issue.

The influence of loyalty programs on customer´s loyalty with a focus on branded clothing stores

OpenAIRE

Běhounková, Klára

2011-01-01

This bachelor statement deals with the influence of loyalty programs on customer's loyalty with a focus on branded clothing stores. It defines a customer, his behavior, decision-making process and his loyalty to a firm. Also it defines marketing communication with customer,sales promotion, loyalty programs including species and benefits. It states specific loyalty programs Blažek, Reserved, Orsay, Marks&Spencer a S. Oliver. Final part evaluates the research of loyalty cards and their usage of...

Customer Experience Creation : Determinants, Dynamics and Management Strategies

NARCIS (Netherlands)

Verhoef, Peter C.; Lemon, Katherine N.; Parasuraman, A.; Roggeveen, Anne; Tsiros, Michael; Schlesinger, Leonard A.; Schlessinger, L.L.

2009-01-01

Retailers, such as Starbucks and Victoria's Secret, aim to provide customers a great experience across channels, In this paper we provide an overview of the existing literature on customer experience and expand on it to examine the creation of a customer experience front a holistic perspective. We

Customer Experience Marketing : Concepts and Tools

OpenAIRE

Kalaoja, Petteri

2015-01-01

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

Effect of customer experience on satisfaction and intentions of hospitality customers

OpenAIRE

Verbauskienė, Lina

2014-01-01

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

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

Directory of Open Access Journals (Sweden)

ISMANĂ -ILISAN Camelia -Maria

2018-01-01

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

Mapping the Customer Experience Management Strategies for Customer Loyalty in Retail Hypermarket Jabodetabek

OpenAIRE

Jerry Marcellinus Logahan; Janita Sembiring Meliala; Iskandar Putong

2015-01-01

Today, competition in the global market has become increasingly difficult and and at the same time products and services provided by retail companies tend to be similar. So in such circumstances, customers expect not only satisfied with the products and services, but also the pursuit of the perfect shopping experience during the shopping process. The purpose of this study was to devise a customer experience management strategy at a hypermarket retailer Carrefour, Hypermart, Giant, and Lotte M...

Pre-purchase customer experience : multiple case study of leading service providers in Norway

OpenAIRE

Kujala, Lisanna Carolina; Citic, Marija

2015-01-01

The theory of experience economy presents customer experience as a form of new economic offering and stresses the importance of customer experience for companies that are trying to differentiate from the competitors. Many service providers are increasing their focus on customer experience by putting the customer in the center of their business. This study investigates how experience centricity and customer centricity can be enhanced at prepurchase level. Nowadays, customer a...

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

Science.gov (United States)

Islam, Kaliym A.

2017-01-01

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

Pharmacy Customers' Experiences With Electronic Prescriptions: Cross-Sectional Survey on Nationwide Implementation in Finland.

Science.gov (United States)

Lämsä, Elina; Timonen, Johanna; Ahonen, Riitta

2018-02-23

One of the forerunners in electronic health, Finland has introduced electronic prescriptions (ePrescriptions) nationwide by law. This has led to significant changes for pharmacy customers. Despite the worldwide ambition to develop ePrescription services, there are few reports of nationally adopted systems and particularly on the experiences of pharmacy customers. The aim of this study was to investigate Finnish pharmacy customers' (1) experiences with purchasing medicines with ePrescriptions; (2) experiences with renewing ePrescriptions and acting on behalf of someone else at the pharmacy; (3) ways in which customers keep up to date with their ePrescriptions; and (4) overall satisfaction with ePrescriptions. Questionnaires were distributed to 2913 pharmacy customers aged ≥18 years purchasing prescription medicines for themselves with an ePrescription in 18 community pharmacies across Finland in autumn 2015. Customers' experiences were explored with 10 structured questions. The data were stored in SPSS for Windows and subjected to descriptive analysis, chi-square, Fisher exact, Kolmogorov-Smirnov, the Mann-Whitney U, and Kruskal-Wallis tests. Completed questionnaires were returned by 1288 customers, a response rate of 44.19% (1288/2913). The majority of the respondents did not encounter any problems during pharmacy visits (1161/1278, 90.85%) and were informed about the current status of their ePrescriptions after their medication was dispensed (1013/1276, 79.44%). Over half of the respondents had usually received a patient instruction sheet from their physician (752/1255, 59.92%), and nearly all of them regarded its content as clear (711/724, 98.2%). Half of the respondents had renewed their ePrescriptions through the pharmacy (645/1281, 50.35%), and one-third of them had acted on behalf of someone else with ePrescriptions (432/1280, 33.75%). Problems were rarely encountered in the renewal process (49/628, 7.8%) or when acting on behalf of another person (25

Modeling the customer in electronic commerce.

Science.gov (United States)

Helander, M G; Khalid, H M

2000-12-01

This paper reviews interface design of web pages for e-commerce. Different tasks in e-commerce are contrasted. A systems model is used to illustrate the information flow between three subsystems in e-commerce: store environment, customer, and web technology. A customer makes several decisions: to enter the store, to navigate, to purchase, to pay, and to keep the merchandize. This artificial environment must be designed so that it can support customer decision-making. To retain customers it must be pleasing and fun, and create a task with natural flow. Customers have different needs, competence and motivation, which affect decision-making. It may therefore be important to customize the design of the e-store environment. Future ergonomics research will have to investigate perceptual aspects, such as presentation of merchandize, and cognitive issues, such as product search and navigation, as well as decision making while considering various economic parameters. Five theories on e-commerce research are presented.

Empirical Study on Multi-Channel Service Quality and Customer Loyalty of Retailers

OpenAIRE

Qi Yong-zhi

2014-01-01

This paper studies the influence of offline RSSQ (retailing store service quality), online store ESQ (E-service quality) and O2O MCISQ (multi-channel integration service quality) on traditional retailers' customer loyalty as well as the relation of them three in multi-channel retailing. 380 customers with both offline and online shopping experience at the same retailer's store are investigated. Through the structural equation model, we find out that in multi-channel retailing, RSSQ and MCISQ ...

Explaining customer experience of digital financial advice

NARCIS (Netherlands)

van Raaij, W.F.

2017-01-01

The goal of this paper is to analyze the customer experience of digital-driven financial advice systems. It is the objective of this study to develop a cross-cultural model for validating customer experiences of digital financial advice. In doing so, both objective and subjective system aspects have

Pattern of structural relationships of the effects of consumption values on product perceived value and purchase intention of chain stores customers

Directory of Open Access Journals (Sweden)

Chiman Maleki

2016-11-01

Full Text Available In recent years, chain stores have experienced quick growth and used marketing strategies of advertisement and branding to expand their business. The aim of this study is to examine the effects of consumption values on perceived value and purchase intention of customers of Refah Chain Store of Sanandaj City. The present study is survey-description in methodology, and an applied research based on structural equation modeling in objective. Measurement tool is a questionnaire based on Almokarami model (2013 and Kaunas’ (2013 distributed among a sample of 384 people including customers of Refah Chain Store of sanandaji City randomly chosen. Findings of this study indicate a significant relationship between variables of the research and a good fit for the established pattern. Thus, consumption values affect customers’ perceived value, consumption values affect customers’ purchase intention and perceived value affects customers’ purchase intention in Refah Chain Stores of Sanandaj City. Also based on findings of study of figures, significance of research conceptual pattern and good fit for the posed pattern are confirmed.

Customer service in appliance sales departments of selected ...

African Journals Online (AJOL)

Customer service in appliance sales departments of selected prominent retail outlets: store manager, ... A single measurement of customers' perception of service quality in various stores however suggested ... AJOL African Journals Online.

Customer Experience Management and Business Performance

DEFF Research Database (Denmark)

Grønholdt, Lars; Martensen, Anne Duhr; Jørgensen, Stig

2015-01-01

Purpose: – The purpose of this paper is to examine how essential dimensions of customer experience management (CEM) drive business performance in Danish companies. Design/methodology/approach: – An empirical study is conducted to investigate the relationships between seven CEM dimensions...... customer experience into their products and service enjoy measurable financial success. Research limitations/implications: – This study is limited to the seven identified CEM dimensions in Danish companies. Practical implications: – This study has clear implications in terms of identifying and measuring...

Pharmacy customers' experiences with the national online service for viewing electronic prescriptions in Finland.

Science.gov (United States)

Lämsä, Elina; Timonen, Johanna; Mäntyselkä, Pekka; Ahonen, Riitta

2017-01-01

To investigate (1) Finnish pharmacy customers' familiarity with My Kanta, the national online service for viewing electronic prescriptions (ePrescriptions), (2) how commonly My Kanta is used, (3) who the typical users are, and (4) users' experiences of the usability of My Kanta. A survey was conducted among pharmacy customers (aged ≥18) purchasing medicines for themselves. Questionnaires (N=2915) were distributed from 18 community pharmacies across Finland in autumn 2015. The data obtained was stored in SPSS for Windows and subjected to descriptive analysis, chi-square tests and logistic regression analysis. In total, 1288 respondents were included (response rate 44%). Most (62%) of the customers were familiar with My Kanta. The majority of them (78%) were using it to view their ePrescriptions. My Kanta was perceived as clear, easy to use and to provide a good overall picture of the prescribed medications. Familiarity with My Kanta was associated with a higher education than basic school, regular use of prescription medicines, and sufficient information received about ePrescriptions. Men used My Kanta more often than women. Respondents aged 75 or older were less likely to be familiar with and to use the service compared to 18-34year olds. Most of the Finnish pharmacy customers were familiar with the national online service, My Kanta, for viewing ePrescriptions. Service users perceived it as easy to use and beneficial in managing their overall medication. Customers under 75, those educated beyond basic school, those using prescription medicines regularly, and those who had obtained sufficient information about ePrescriptions were most likely to be familiar with My Kanta. Men and customers under 75 were the typical users of the service. Some customers, however, were unaware of the service, or unable or reluctant to use it. Copyright © 2016 Elsevier Ireland Ltd. All rights reserved.

ANALISIS OMNICHANNEL CUSTOMER EXPERIENCE MATURITY DI PT. TELEKOMUNIKASI INDONESIA

Directory of Open Access Journals (Sweden)

Andreas W. Yanuardi

2017-02-01

Full Text Available Customer Experience yang baik mampu meningkatkan kepuasan pelanggan, sehingga membuat pelanggan menjadi setia terhadap penyedia jasa. Pentingnya Customer Experience ini membuat banyak perusahaan ber fokus dalam membangun strategi Customer Experience - nya. Salah satu strategi C ustomer Experience untuk meningkatkan kepuasan pelanggan adalah dengan Omnichannel Customer Experience . Prinsip Omnichannel adalah melakukan integrasi data di semua saluran komunikasi pelanggan sehingga perusahaan mendapatkan pandangan 360 o terhadap pelang gan, atau disebut “ single customer view ”. Integrasi data memungkinkan pelanggan melakukan interaksi dengan perusahaan melalui saluran manapun yang diinginkannya, tanpa harus mengulang informasi ketika ia berpindah saluran. Single customer view kemudian mem ungkinkan perusahaan melakukan personalisasi, yaitu memberikan pelayanan kepada pelanggan secara personal sesuai profil, aktivitas, perilaku, dan ketertarikan pelanggan tersebut. PT Telekomunikasi Indonesia Tbk , sebagai salah satu Communication Service Provider (CSP , telah mengimplementasikan strategi Omnichannel . Penelitian ini bertujuan mengukur maturity level dari implementasi Omnichannel Customer Experience PT Telekomunikasi Indonesia Tbk berdasarkan aspek - aspek dalam Omnichannel Maturity Model , men ggunakan metode expert judgment. Hasil analisis menunjukkan bahwa Telkom telah melakukan inisiasi implementasi Omnichannel Customer Experience dengan diterapkannya platform single window yang terintegrasi di semua saluran pelanggan dan dari sembilan dimensi p engukuran Omnichannel Maturity Model mayoritas sudah berada pada level Cross Channel .

Customer Satisfaction in Farmer-to-consumer Direct Marketing

OpenAIRE

Lulfs-Baden, Frederike; Spiller, Achim; Zuhlsdorf, Anke; Mellin, Matthias

2008-01-01

The importance of direct marketing for high quality farm products has increased during the past few years. This paper analyzes the impact of customer satisfaction and its driving forces for farmer-to-consumer direct marketing and is based on a customer survey among 1,537 customers in 33 organic and conventional on-farm stores in Germany. The results emphasize the role of store atmosphere, customer service and product quality as the main factors which influence customer satisfaction.

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

OpenAIRE

Ariningsih, Kuswanti; Muji Rahayu, Tri Septin

2015-01-01

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

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

OpenAIRE

Felita, Christina Irene

2015-01-01

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

The impact of brand image on customer experience – Company X

OpenAIRE

Siitonen, Hannes

2017-01-01

The aim of this thesis was to find out what kind of relationship there is between brand image and customer experience, and how the brand image affects to customer experience. The aim was also to define the company’s brand image and customer experience among the target groups, and what factors do affect to them. In addition, this thesis aimed to produce valuable information for the company about their brand image, customer experience, customer behaviour and customer satisfaction, followed by i...

The Impact of Customer Experience Toward Customer Satisfaction and Loyalty of Ciputra World Surabaya

OpenAIRE

Chandra, Silvana

2014-01-01

Ciputra World Surabaya is facing a tense competition, especially with the upcoming new shopping malls. Author believes that customer satisfaction and loyalty is the ultimate solutions to maintain the visitors traffic, which can be achieved by encouraging customer experience. The research succeeds to gather 142 respondents using simple random sampling method. Thus, by applying the Path Analysis with Regression, it is able to prove that customer experience has significant impact towa...

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

Science.gov (United States)

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

2012-09-01

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

Customer Journey and Experience in The FIS Nordic World Ski Championships 2017

OpenAIRE

Pelttari, Johanna

2017-01-01

This report covers a research of a Customer Journey and Customer Experience in the FIS Nordic World Ski Championships 2017. The key aim of this research is to do a research for the event and analyse their customer journey and customer experience. In that way aim is also to help event organizers with de-veloping events in the future. Specific service points and service touch points along the customer journey are analysed in this research. Commissioner of this research is the FIS Nordic Wo...

The effect of emotional design and online customer review on customer repeat purchase intention in online stores

Science.gov (United States)

Dewi, D. S.; Sudiarno, A.; Saputra, H.; Dewi, R. S.

2018-04-01

The internet users in Indonesia has increased rapidly over the last decade. A survey conducted by Association of Internet Service Providers Indonesia shows that the internet users has reached 34.9% of total population in Indonesia. The increase of internet users has led to a shift in trading practice from conventional trade to online trade. It is predicted in the next years the number of online consumers in Indonesia will continue to increase, provide many opportunity for online business. The huge number of internet users is not necesarily followed by the high number of e-purchase. It is therefore become the interest of many researchers to investigate factors that influence the decision on online purchasing.This research proposes a model that assess the effect of emotional design and customer review to customer intention on e-repeat purchase. Online questionnaire is designed and is distributed randomly through google forms. There are 187 respondent filled the questionnaire from which only 162 respondents actually have experience in online purchase. These data are then processed by using statistical analysis. A model is developed by applying structural equation modeling (SEM) approach. This study revealed that customer reviews especially objective reviews has a significant effect toward repeat purchase. Whereas emotional design particularly visual attractiveness also shows a significant effect toward e-repeat purchase.

19 CFR 158.26 - Loss or theft in public stores.

Science.gov (United States)

2010-04-01

... 19 Customs Duties 2 2010-04-01 2010-04-01 false Loss or theft in public stores. 158.26 Section 158... Casualty, Loss, or Theft While in Customs Custody § 158.26 Loss or theft in public stores. In the case of alleged loss or theft while the merchandise is in the public stores, there shall be filed a declaration of...

Customers' willingness to purchase new store brands

OpenAIRE

Zielke, Stephan; Dobbelstein, Thomas

2007-01-01

Purpose – The purpose of this paper is to identify factors influencing customers’ willingness to purchase new store brands. Design/methodology/approach – The paper develops a 3 £ 3 design to investigate the impact of price and quality positioning on the willingness to purchase new store brands in five product groups. A total of 990 respondents completed a questionnaire about store brand perception, aspects of purchasing behavior and willingness to buy. Data are analyzed with analysis...

Investigating the effects of E-CRM's Functions on customer's E-satisfaction and E-loyalty (Case Study: Digikala Online Store

Directory of Open Access Journals (Sweden)

hashem aghazade

2016-12-01

Full Text Available Considering the importance of the factors affecting customer satisfaction and loyalty, this study aimed to investigate the relationship between performance and characteristic of a online stores – Digi-Kala in this particular case, as a perfect example of an electronic customer relationship system, and customer's electronic loyalty and satisfaction. As a practical-descriptive, research, electronic questionnaires were distributed among customers of Digikala , In which, functions of internet shopping system have been linked into three stages; before- purchase, during-purchase, after-purchase, and its relations with electronic loyalty and satisfaction have been estimated using structural -equations method. Based on the results, satisfaction of E-CRM's functions affected electronic loyalty and satisfaction. Also, satisfaction of during-purchase and after-purchase functions affected electronic satisfaction. However, the, effect of satisfaction in before-purchase functions in the electronic relation system has not been proven on satisfaction electronic customer's. Furthermore, the effect of satisfaction in system's functions in the whole stages has been proven on loyalty electronic.

A Comparison of the Approaches to Customer Experience Analysis

OpenAIRE

Havíř David

2017-01-01

Nowadays, customer experience is receiving much attention in scientific and managerial community. Scholars and practitioners state that customer experience is the next area of competition. For a long time, there has been a call for a uniform, accurate definition, definition of its components, and the development of the customer experience frameworks. As this topic is new, there has been a considerable fragmentation. The question is if the fragmentation is still present and h...

Mapping customer experience : The importance of asking the right questions

NARCIS (Netherlands)

Overkamp, L.; Liefhebber, K.; Lu, Y.

2017-01-01

With the rise of user experience (UX) in the last years, traditional customer journey maps have been evolving into experience maps. An experience map visualises the customer’s steps before, during and after using a service (i.e. the customer journey), and when and how the customer interacts with the

High Performance Experiment Data Archiving with gStore

Energy Technology Data Exchange (ETDEWEB)

Goeringer, H; Feyerabend, M; Sedykh, S [GSI Helmholtzzentrum fuer Schwerionenforschung - Center for Heavy Ion Research Planckstr. 1, D-64291 Darmstadt (Germany)

2012-12-13

GSI in Darmstadt (Germany) is a center for heavy ion research. It hosts an Alice Tier2 center and is the home of the future FAIR facility. The planned data rates of the largest FAIR experiments, CBM and Panda, will be similar to those of the current LHC experiments at Cern. gStore is a hierarchical storage system with unique name space and successfully in operation since more than fifteen years. Its core consists of several tape libraries and currently {approx}20 data mover nodes connected within a SAN network. The gStore clients transfer data via fast socket connections from/to the disk cache of the data movers ({approx}200 TByte currently). Each data mover has also a high speed connection to the GSI lustre file system ({approx}3 PByte data capacity currently). The overall bandwidth between gStore (disk cache or tape) and lustre amounts to 5 GByte/s and will be duplicated in 2012. In the near future the lustre HSM functionality will be implemented with gStore. Each tape drive is accessible from any data mover, fully transparent to the users. The tapes and libraries are managed by commercial software (IBM Tivoli Storage Manager TSM), whereas the disk cache management and the TSM and user interfaces are provided by GSI software. This provides the flexibility needed to tailor gStore according to the always developing requirements of the GSI and FAIR user communities. For Alice users all gStore data are worldwide accessible via Alice grid software. Data streams from running experiments at GSI (up to 500 MByte/s) are written via sockets from the event builders to gStore write cache for migration to tape. In parallel the data are also copied to lustre for online evaluation and monitoring. As all features related to tapes and libraries are handled by TSM gStore is practically completely hardware independent. Additionally, according to the design principles gStore is fully scalable in data capacity and I/O bandwidth. Therefore we are optimistic to fulfill also the

High Performance Experiment Data Archiving with gStore

International Nuclear Information System (INIS)

Goeringer, H; Feyerabend, M; Sedykh, S

2012-01-01

GSI in Darmstadt (Germany) is a center for heavy ion research. It hosts an Alice Tier2 center and is the home of the future FAIR facility. The planned data rates of the largest FAIR experiments, CBM and Panda, will be similar to those of the current LHC experiments at Cern. gStore is a hierarchical storage system with unique name space and successfully in operation since more than fifteen years. Its core consists of several tape libraries and currently ∼20 data mover nodes connected within a SAN network. The gStore clients transfer data via fast socket connections from/to the disk cache of the data movers (∼200 TByte currently). Each data mover has also a high speed connection to the GSI lustre file system (∼3 PByte data capacity currently). The overall bandwidth between gStore (disk cache or tape) and lustre amounts to 5 GByte/s and will be duplicated in 2012. In the near future the lustre HSM functionality will be implemented with gStore. Each tape drive is accessible from any data mover, fully transparent to the users. The tapes and libraries are managed by commercial software (IBM Tivoli Storage Manager TSM), whereas the disk cache management and the TSM and user interfaces are provided by GSI software. This provides the flexibility needed to tailor gStore according to the always developing requirements of the GSI and FAIR user communities. For Alice users all gStore data are worldwide accessible via Alice grid software. Data streams from running experiments at GSI (up to 500 MByte/s) are written via sockets from the event builders to gStore write cache for migration to tape. In parallel the data are also copied to lustre for online evaluation and monitoring. As all features related to tapes and libraries are handled by TSM gStore is practically completely hardware independent. Additionally, according to the design principles gStore is fully scalable in data capacity and I/O bandwidth. Therefore we are optimistic to fulfill also the dramatically increased

The role of customer experience in building brand loyalty within the service context

OpenAIRE

Ismail, AR; Melewar, TC

2008-01-01

Customer experience theory, research, and practice represent an evolving area of study within the marketing discipline. Despite its importance, the customer experience concept remains vague and lacks a thorough theoretical foundation. This study addresses this gap in the literature and examines the antecedents and consequences of customer experience from customer perspectives. The study provides a conceptual framework building from a qualitative study and the existing literature. This article...

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.

Student perceptions of customer experience in a higher education environment

Directory of Open Access Journals (Sweden)

Albertus le Roux

2014-11-01

Research purpose: The main aim of the study was to measure students’ level of loyalty, advocacy intentions and perceptions of customer experience during service encounters with administrative staff of the North-West University. Motivation for the study: Positive experiences by students on-campus can increase their satisfaction levels which will lead to an increased propensity for further studies, develop a sense of loyalty and increase advocacy intentions to promote the university to others. Research approach, design and method: This quantitative research followed a descriptive research design. Self-administered questionnaires were handed out to 1295 students on the 3 campuses of the university. Main findings: Students on the Potchefstroom campus show much higher loyalty and advocacy intentions than their counterparts on the Vaal and Mafikeng campuses. Overall the findings indicate that the students have very positive perceptions of the professional appearance of staff members, and also think that their personal information is handled in a secure manner. Male and female students did not differ in their levels of customer experience. European language-speaking students reported a higher level of customer experience compared to their African language-speaking counterparts. The customer experience levels of students in the Potchefstroom Faculty of Health Sciences are higher than students in the Vaal Faculty of Humanities. Practical/managerial implications: It could be beneficial for the management of tertiary institutions to gain insight into the sources or factors that constitute positive experiences for students, for example convenient opening hours and ease of contacting staff by telephone. The training of newly appointed and existing staff could also be enhanced when they are sensitised regarding students’ perceptions of positive customer experiences. Contribution/value-add: The adoption of strategies by HEIs to attract and retain students and render excellent

Explaining customer experience of digital financial advice

OpenAIRE

van Raaij, W.F.

2017-01-01

The goal of this paper is to analyze the customer experience of digital-driven financial advice systems. It is the objective of this study to develop a cross-cultural model for validating customer experiences of digital financial advice. In doing so, both objective and subjective system aspects have been considered. It is found that experiential subjective system aspects are the most important. Surveys have been conducted in The United Kingdom and The Netherlands. In exploratory factor analys...

Customer service and overall satisfaction with angling experiences

Science.gov (United States)

Thomas D. Wickham; Alan R. Graefe; Robert C. Burns

2003-01-01

This study explores the relationship between individual customer service items and satisfaction with facilities, services, information, recreation experience and overall quality of fishing for a diverse group of anglers at lakes in the New England region. Recent attention to customers and their experiences and attitudes has increased the interest of, both managers and...

The missing path to gain customers loyalty in pharmacy retail: The role of the store in developing satisfaction and trust.

Science.gov (United States)

Castaldo, Sandro; Grosso, Monica; Mallarini, Erika; Rindone, Marco

2016-01-01

An evolution led to community pharmacies experiencing increased competition both between themselves and with new entrants in the sector, for example, grocery retailers. Applying certain retail marketing strategies aimed at developing store loyalty may be an appropriate strategic path for pharmacies wanting to compete in this new arena. This study aimed to develop and test a two-step model to identify the determinants of store loyalty for community pharmacies in Italy. Based on the retail literature, qualitative research was conducted to identify key variables determining loyalty to community pharmacies. The model was then tested by means of a phone survey. A total of 735 usable questionnaires was collected. The study highlights the key role of the relationship between pharmacists and their customers in the loyalty-building path; trust in pharmacists is the first driver of satisfaction and a direct and indirect (through satisfaction) driver of trust in pharmacies, which leads to store loyalty. Retail-level levers, such as the store environment, assortment, and communication, influence trust in pharmacies. This model is a first step toward investigating loyalty-building by applying the retail management literature's concepts to the community pharmacy sector. Copyright © 2015 Elsevier Inc. All rights reserved.

The Key Points of Building an Online Store

OpenAIRE

Etuaro, Mari

2014-01-01

Online shopping is becoming more popular in Finland and online shopping sales levels have increased. There has been concern that brick and mortar stores are losing their customers to online stores and that Finnish stores are losing their customers to international online stores. One solution to this concern is that Finnish brick and mortar stores also start selling online. But how to build online stores? The aim of this thesis was to study about building an online store based on theory and...

INNOVATION, CUSTOMER ATTACHMENT SOURCE IN RETAIL SERVICES EMPIRICAL RESEARCH IN DIY RETAIL

Directory of Open Access Journals (Sweden)

Săniuţă Adina

2013-07-01

Full Text Available The topic of the present study is innovation of services in the retail trade of bricolage (Do-It-Yourself, DIY products and the influence that innovation has on the increase of customer attachment to companies in this field. The Romanian bricolage market brings together representatives of large specialised retail chains in Europe along with large domestic operators, which led us to the choice of this trade as a research field. Innovation is considered an important factor that brings a significant contribution to the success of a business (O\\'Cass, Song and Yuan, 2012, and services are a priority for economic development. Despite all these, innovation in services is still insufficiently exploited both theoretically and empirically. The object of this study is to apply a qualitative research through semi-conducted interviews with managers from the bricolage retail field in order to validate the conceptual model whose inputs, innovation along with the availability and professionalism of the sales staff, act as generators of customer attachment to the company, leading to increased turnover, a permanent fund of customers and loyalty to the store. As a second stage, the proposed model will be tested through a quantitative research, by making use of the customer’s points of view. The three hypotheses of this research (H1: Innovation in services is determined by: the customer’s involvement in the implementation of the service, the use of gadgets in the store to facilitate access to information to the customer, the extension of the in-store services to the virtual environment and customer experience; H2: Innovation together with the availability and knowledge of the sales staff are sources of the customer’s attachment; H3: attachment acts as a catalyst for the turnover, the permanent fund of customers and the loyalty to the store have been accepted, the study revealing that in the retail trade of bricolage products, the staff’s availability and

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

OpenAIRE

Farhina Hameed

2013-01-01

First, the study aims to investigate the effect of advertising spending on brand loyalty. Second, to test the mediating role of store image, perceived quality and customer satisfaction in above mentioned relationship. A quantitative approach was employed, using 15-item, 5-point Likert scale questionnaire administered to 360 participants. Data from the departmental stores are used to examine the direct and indirect impact of advertising spending on brand loyalty. Confirmatory Factor Analysis a...

PERSONALITY INFLUENCES ON ONLINE STORES CUSTOMERS BEHAVIOR

OpenAIRE

Costinel DOBRE; Anca-Maria MILOVAN-CIUTA

2015-01-01

Online customer behaviors include a wide range of processes and activities related to sensory reactions, perceptions, attitude formation, preferences, decisions, satisfaction evaluation, and loyalty formation. Online customer behaviors are influenced by exogenous and endogenous factors. Exogenous factors include attributes associated with the online retailer and the consumer’s environmental influences. Endogenous factors include characteristics attributed to consumers. Of these, personality h...

Store personality and behavioral intentions of customers: a comparative study of retail industry in the Czech Republic and Sri Lanka

Directory of Open Access Journals (Sweden)

W. M. C. Bandara Wanninayake

2012-01-01

Full Text Available Brand personality is recognized as a key platform for developing a loyal customer base for service organizations. When it comes to the modern retail sector, self-service supermarkets are highly concerned about branding strategies for attracting customers to their stores. However, the impacts of brand personality of supermarkets can vary in different cross-cultural contexts. Hence, in this study, researchers examined this issue by selecting two samples: from Sri Lanka and from the Czech Republic, with the purpose of comparing the impact of brand personality on customer behavioral intentions in two different cultural contexts. For the first sample, 150 regular shoppers were randomly selected in Colombo (Sri Lanka, and data was collected from a researcher administrated questionnaire. The second sample was drawn from Zlin, (the Czech Republic where data was collected from 120 customers via using a self-administrated questionnaire. Principle component analysis and multiple regressions were used for data analysis and for testing hypotheses. This paper concludes by explaining the implications for modern retailers in designing their branding strategies, and by comparing which aspects of brand personalities of supermarkets are important in two different contexts.

Towards a holistic customer experience management framework for enterprises

Directory of Open Access Journals (Sweden)

De Vries, Marne

2016-11-01

Full Text Available We have entered the age of the customer where customer choice is the main differentiator between enterprises. Therefore, enterprises need to shift their focus to customer experience management (CEM. A survey conducted within the telecommunications sector indicated a gap between theoretical CEM approaches and their implementation in enterprises. Although a systematic literature review and inductive thematic analysis of CEM literature revealed nine common themes, none of the existing approaches includes all of these themes in a comprehensive way. Based on those nine themes, this paper presents a new holistic framework for CEM that managers and practitioners concerned with improving customer experiences could use.

An exploration study on detecting important factors influencing brand loyalty in retail stores

Directory of Open Access Journals (Sweden)

Naser Azad

2014-01-01

Full Text Available Brand loyalty is one of the most important factors influencing on the success of retail stores. Many retail stores in the field of sport shoes in city of Tehran, Iran are facing tight competition and there seems to be that only stores with loyal customers could survive. In this paper, we present an exploration study to find out important factors influencing retail stores selling one of well-known sport shows such as Adidas, Nike, etc. in city of Tehran, Iran. The proposed study designs a questionnaire in Likert scale and distributes among 265 regular customers of these stores and analyze them using factor analysis. The results indicate that there were four important factors influencing customer loyalty including brand identification, brand promotion, brand loyalty and characterization of stores.

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)

Menciptakan Customer Experience Menggunakan Merk

OpenAIRE

Prabawanti, Benedicta Evienia

2006-01-01

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

What influences Latino grocery shopping behavior? Perspectives on the small food store environment from managers and employees in San Diego, California.

Science.gov (United States)

Sanchez-Flack, Jennifer C; Baquero, Barbara; Linnan, Laura A; Gittelsohn, Joel; Pickrel, Julie L; Ayala, Guadalupe X

2016-01-01

To inform the design of a multilevel in-store intervention, this qualitative study utilized in-depth semistructured interviews with 28 managers and 10 employees of small-to-medium-sized Latino food stores (tiendas) in San Diego, California, to identify factors within the tienda that may influence Latino customers' grocery-shopping experiences and behaviors. Qualitative data analysis, guided by grounded theory, was performed using open coding. Results suggest that future interventions should focus on the physical (i.e., built structures) and social (i.e., economic and sociocultural) dimensions of store environments, including areas where the two dimensions interact, to promote the purchase of healthy food among customers.

EMBEDDED LINUX BASED ALBUM BROWSER SYSTEM AT MUSIC STORES

Directory of Open Access Journals (Sweden)

Suryadiputra Liawatimena

2009-01-01

Full Text Available The goal of this research is the creation of an album browser system at a music store based on embedded Linux. It is expected with this system; it will help the promotion of said music store and make the customers activity at the store simpler and easier. This system uses NFS for networking, database system, ripping software, and GUI development. The research method used are and laboratory experiments to test the system’s hardware using TPC-57 (Touch Panel Computer 5.7" SA2410 ARM-9 Medallion CPU Module and software using QtopiaCore. The result of the research are; 1. The database query process is working properly; 2. The audio data buffering process is working properly. With those experiment results, it can be concluded that the summary of this research is that the system is ready to be implemented and used in the music stores.

The Future of Organic Retailing Stores: A Customer Satisfaction Survey

OpenAIRE

Lüth, Dr. Maren; Spiller, Prof. Dr. Achim; Lülfs, M. Sc. Frederike

2006-01-01

This study analyses the impact of customer satisfaction on economic success considering as an example the organic food retail trade. In addition, the influence of customer satisfaction on customer loyalty is examined. The study is based on 885 customer interviews and an analysis of management ratios of 11 organic food shops. The results show that customer satisfaction is a relevant key to economic success. Regression analysis results show, that some 45 % of sales per m² can be explained by th...

Influence of social media on customer experiences in restaurants: A South African study

OpenAIRE

Mhlanga, Oswald; Tichaawa, Tembi Maloney

2017-01-01

The purpose of this study was to determine the influence of social media on customers' experiences in restaurants in South Africa. Using the Nelson Mandela Metropolitan Municipality as a case study area, structured survey questionnaires were distributed at selected formal full-service restaurants to customers. The data analysis consisted of the experiences of respondents with different social media types and t-tests. The results indicated that on a 5 point Likert scale, customers who used Ins...

Customer Experience Management and Business Performance

DEFF Research Database (Denmark)

Grønholdt, Lars; Martensen, Anne; Jørgensen, Stig

2014-01-01

Purpose – The purpose of this paper is to examine how essential dimensions of customer experience management (CEM) drive business performance in Danish companies. Methodology/approach – An empirical study is conducted to investigate the relationships between seven CEM dimensions, differentiation...

Repurchase intentions in a retail store - exploring the impact of colours

Directory of Open Access Journals (Sweden)

Anja Varga

2014-12-01

Full Text Available The purpose of the paper is to explore the elements that influence customer loyalty in different dominant colour environments in a retail store that sells groceries. The paper explores the relationship between customer satisfaction, exploring the store environment, communications with sales personnel and repurchase intentions in different colour environments. Furthermore, it explores the gender impact on creating customer loyalty in warm, cool and neutral colour environments. Empirical research is conducted using three different colour environments in a retail store that sells groceries. Based on research findings, exploring store environment is found to be the most influential element that boosts repurchase intentions. Gender stimulated differences are also found. For women, in warm, cool and neutral colour environment the dominant influence on repurchase intentions is exploring the store environment. For men, in both warm and cool colour environment communication with sales personnel influences their repurchase intentions. The research contributes to the existing body of knowledge on the influence of colours on repurchase intentions in the context of South-East European culture. Managerial implications are offered and suggestions for further research provided.

Optimalizace in store komunikace v obchodním řetězci Ahold

OpenAIRE

Vejmelka, Jiří

2009-01-01

In-store communication is part of marketing communication. Importance of in-store communication is on the rise, since mass-media communication is loosing its efficiency. In-store promotion works with variety of instrumens, how to influence customers right in the place of sale. How these instruments work and influence customers is the main focus of this thesis.

The co-creation experience from the customer perspective: its measurement and determinants

OpenAIRE

Verleye, Katrien

2015-01-01

Purpose - Companies increasingly opt for co-creation by engaging customers in new product and service development processes. The purpose of this paper is to provide insight into the customer experience in co-creation situations and its determinants. Design/methodology/approach - The conceptual framework addresses the customer experience in co-creation situations, and its individual and environmental determinants. To examine the degree to which these determinants affect the customer ex...

Holistic hybrid (Omni-channel) approach to retailing and customer experience: A review, conceptual framework and future research directions

OpenAIRE

Hickman, Ellie

2015-01-01

The manner in which customers shop is evolving and there has been an increase in customers shopping online and in physical shops using a multi-channel approach (Hsiao, Yen & Li, 2012). Customers now shop using mobile phones, tablets and have access to shopping sources 24 hours a day. Multi-channel shopping is where customers use multiple channels such as online, in-store, catalogues or mobile devices to purchase products or services (Zhang et al., 2010). Research has shown that multi-channel ...

Evaluating the use of a customer resource management system in selected South African business schools / Gerda Schilling

OpenAIRE

Schilling, Gerda

2014-01-01

The management and implementation of unique resources contribute to the creation of a sustainable competitive advantage that has a positive impact on the owner of the resource’s profits. Customer relationship management becomes very important because customers with their own personal devices and options such as cloud computing, social media and mobility have converged into a renewed driving force expecting organisations to remember their experiences. These experiences should not been stored i...

The retail store managers' role: Evidence from Greece

Directory of Open Access Journals (Sweden)

Zairis, A.

2013-03-01

Full Text Available Despite the fact that the retail manager's role is determinant for a store's performance, and there is abundant wisdom about how to be an outstanding manager or what are the characteristics of a successful retail manager, there is no detailed description about the store managers' role or their actual work. Furthermore, the continuous developments in the retail sector have established different roles and created higher levels of responsibility for store managers. The aim of the present paper is to empirically investigate the role of retail store managers in Greece and identify any potential differences in terms of personal characteristics, tasks and various job-related factors. For the purposes of this research a survey was conducted focusing on the sectors of apparel/footwear and food, in an attempt to explore any potential differences within the two divisions. The results revealed the profile of the Greek store managers (male, over the age of 40, with a secondary level of education and more than five years of work experience and their multi-factor role. The three major roles that they perform were labeled as: sales oriented, supervisor, and customer experience oriented. The research also indicated that the two most popular sub-sectors in the Greek retail industry employ different profile managers. The issues of work experience, job satisfaction and security were also analysed.

An exploratory study of the relationship between store image, trust ...

African Journals Online (AJOL)

2011-08-26

Aug 26, 2011 ... results, this study shows that compared to corporate-owned stores, ..... 'Exploring store image, customer satisfaction and customer ... strategy: Dimensions, antecedents, and performance outcomes', Journal of Marketing,.

Pengaruh Customer Experience Terhadap Kepuasan Pelanggan Dan Loyalitas Pelanggan (Survei Pada Pelanggan Kfc Kawi Malang)

OpenAIRE

Azhari, Muhamad Iqbal; Fanani, Dahlan; Mawardi, M. Kholid

2015-01-01

Customer Experience is one of the factor that effects customer satisfaction. Positive experience will be remembered by the customer and the customers will refer the others related the experience. This research aimed to explain the influence of Customer Experience toward customer satisfaction and customer loyalty. This research was an explanatory research along with the use of quantitative approach. Population of this research is all the customers who have visited and have made transactions at...

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....... 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...

Experiences with gStore, a scalable mass storage system with tape backend

International Nuclear Information System (INIS)

Goeringer, H; Feyerabend, M; Sedykh, S

2008-01-01

GSI is a center for heavy ion research and host of an Alice Tier2 center. The GSI Mass Storage System gStore manages ∼200 TB experiment data currently with different life times and access patterns. The data are available 24 hours per day and seven days per week for fast and highly parallel access. For Alice users all gStore data are worldwide accessible via Alice grid software, and for the end of 2007 it is planned to provide ∼200TB via xrootd backed with gStore. Successfully in operation for more than 10 years gStore has been developed in parallel continuously by only two FTEs mastering a growth of nearly two orders of magnitude. In 2014 the future FAIR experiments at GSI, CBM and Panda, will have requirements for data capacity and I/O bandwidth reaching those of the current LHC experiments at CERN. This needs another growth of gStore of three orders of magnitude. This paper describes gStore and its potential to master also the challenges coming with the FAIR project

Experiences with gStore, a scalable mass storage system with tape backend

Energy Technology Data Exchange (ETDEWEB)

Goeringer, H; Feyerabend, M; Sedykh, S [GSI, Gesellschaft fuer Schwerionenforschung Darmstadt (Germany)

2008-07-15

GSI is a center for heavy ion research and host of an Alice Tier2 center. The GSI Mass Storage System gStore manages {approx}200 TB experiment data currently with different life times and access patterns. The data are available 24 hours per day and seven days per week for fast and highly parallel access. For Alice users all gStore data are worldwide accessible via Alice grid software, and for the end of 2007 it is planned to provide {approx}200TB via xrootd backed with gStore. Successfully in operation for more than 10 years gStore has been developed in parallel continuously by only two FTEs mastering a growth of nearly two orders of magnitude. In 2014 the future FAIR experiments at GSI, CBM and Panda, will have requirements for data capacity and I/O bandwidth reaching those of the current LHC experiments at CERN. This needs another growth of gStore of three orders of magnitude. This paper describes gStore and its potential to master also the challenges coming with the FAIR project.

Pengaruh Customer Experience Dan Kepercayaan Terhadap Kepuasan Konsumen Di Tx Travel Klampis

OpenAIRE

Salim, Kenny Febrina; Catherine, Catherine; Andreani, Fransisca

2015-01-01

Penelitian ini bertujuan untuk mengetahui pengaruh customer experience dan kepercayaan terhadap kepuasan konsumen yang ada di TX Travel Klampis Surabaya. Penelitian ini menggunakan metode kuantitatif dengan regresi linear berganda. Berdasarkan hasil pengolahan data, dapat disimpulkan bahwa pengaruh customer experience dan kepercayaan terhadap kepuasan konsumen berpengaruh positif dan signifikan, akan tetapi customer experience memiliki pengaruh yang lebih dominan dan signifikan terhadap kepua...

Brand Placement and Consumer Choice: An in-Store Experiment

Science.gov (United States)

Sigurdsson, Valdimar; Saevarsson, Hugi; Foxall, Gordon

2009-01-01

An in-store experiment was performed to investigate the effects of shelf placement (high, middle, low) on consumers' purchases of potato chips. Placement of potato chips on the middle shelf was associated with the highest percentage of purchases. The results confirm the importance of item placement as a factor in consumers' buying behavior.…

Mapping the Customer Experience Management Strategies for Customer Loyalty in Retail Hypermarket Jabodetabek

Directory of Open Access Journals (Sweden)

Jerry Marcellinus Logahan

2015-03-01

Full Text Available Today, competition in the global market has become increasingly difficult and and at the same time products and services provided by retail companies tend to be similar. So in such circumstances, customers expect not only satisfied with the products and services, but also the pursuit of the perfect shopping experience during the shopping process. The purpose of this study was to devise a customer experience management strategy at a hypermarket retailer Carrefour, Hypermart, Giant, and Lotte Mart. Both overall and per hypermarket retail chains that have the same character. The method used is Factor Analysis, Multi Dimension Scaling (MDS. The object of research is the hypermarket retail customers in Jakarta, Bogor, Depok, Tangerang and Bekasi to sample 360 people. The results of MDS mapping CEM variable per retail hypermarket retail hypermarket seen no one who is in the first quadrant in which the dimensions 1 and 2 positive namely Gianthypermarket retail. Tthere are three retail hypermarket located in quadrant 2 wherein the dimensions of 1 positive and 2 negative dimension namely retail Carrefour, Hypermart and Lotte Mart. In MDS can be classified Group 1 are the outlets; Group 1 are GPS (Giant Plaza Semanggi, CLB (Carrefour Lebak Bulus, CPH (Carrefour Permata Hijau and HPV (Hypermart Pejaten Village which leads to a positive value. While other outlets in group 2 are CCB (Carrefour Cibinong Bogor, GBT (Giant BSD Tangerang, GMD (Giant Margo city Depok, HPB (Hypermart Pondok Gede Bekasi, HJT (Hypermart JACC Thamrin, LRP (Lotte Mart Ratu Plaza, LKG (Lotte Mart Kelapa Gading, LF (Lotte Mart Fatmawati have in common in the lower quadrant (negative.

Efficient Digital Signage-Based Online Store Layout: An Experimental Study

Directory of Open Access Journals (Sweden)

Muhammad Fazal Ijaz

2016-05-01

Full Text Available In today’s era of information technology, human computer interaction and interface design are critical factors for a successful retail business. In a virtual world, the purpose of store layout is to create an environment that fascinates customers, entices them to spend more time in the store and encourages them to purchase from the store. The accomplishment of a successful retail business relies on a quick response and the adoption of new technologies that simplify the customer’s shopping experience. Virtual stores play a vital role in enhancing the success of a retail business. Nowadays, digital signage is widely used to publicize different store contents. The aim of this paper is to select a distinct layout that can be used in digital signage. To enhance Customer Relationship Management (CRM, digital signage can be installed in various contexts, such as metro stations, shopping centers, airplane terminals, and so on. The proposed system scans the Quick Response (QR code of a product, and the product then arrives at the user end. The tree, pipeline and guiding pathway layouts are employed in the context of digital signage. A questionnaire is used to determine customers’ opinions on the most efficient layout. The statistical results show that layout significantly affects customer’s behavior. Moreover, human computer interaction can help understand more about the customer’s interaction with digital signage.

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...

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

Directory of Open Access Journals (Sweden)

Samar Zgolli

2017-06-01

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

77 FR 35336 - Privacy and Security of Information Stored on Mobile Communications Devices

Science.gov (United States)

2012-06-13

... made available to a carrier by the customer solely by virtue of the carrier-customer relationship,'' a... mobile wireless services providers with respect to customer information stored on their users' mobile... practices of mobile wireless service providers with respect to customer information stored on their users...

Marketing practices of vapor store owners.

Science.gov (United States)

Cheney, Marshall; Gowin, Mary; Wann, Taylor Franklin

2015-06-01

We examined the marketing strategies for local vapor stores in a large metropolitan area in Oklahoma. Vapor store owners or managers (n = 33) participated in individual interviews regarding marketing practices in 2014. We asked owners about their marketing strategies and the groups they targeted. We transcribed the interviews and analyzed them for themes. Store owners used a variety of marketing strategies to bring new customers to their stores and keep current customers coming back. These marketing strategies showed many parallels to tobacco industry strategies. Most owners engaged in some form of traditional marketing practices (e.g., print media), but only a few used radio or television advertising because of budget constraints. Owners used social media and other forms of electronic communication, pricing discounts and specials, and loyalty programs. Owners also had booths at local events, sponsored community events, and hosted them in their stores. Owners attempted to target different groups of users, such as college students and long-term smokers. Local vapor store marketing practices closely resemble current and former tobacco industry marketing strategies. Surveillance of marketing practices should include local and Web-based strategies.

Marketing Practices of Vapor Store Owners

Science.gov (United States)

Gowin, Mary; Wann, Taylor Franklin

2015-01-01

Objectives. We examined the marketing strategies for local vapor stores in a large metropolitan area in Oklahoma. Methods. Vapor store owners or managers (n = 33) participated in individual interviews regarding marketing practices in 2014. We asked owners about their marketing strategies and the groups they targeted. We transcribed the interviews and analyzed them for themes. Results. Store owners used a variety of marketing strategies to bring new customers to their stores and keep current customers coming back. These marketing strategies showed many parallels to tobacco industry strategies. Most owners engaged in some form of traditional marketing practices (e.g., print media), but only a few used radio or television advertising because of budget constraints. Owners used social media and other forms of electronic communication, pricing discounts and specials, and loyalty programs. Owners also had booths at local events, sponsored community events, and hosted them in their stores. Owners attempted to target different groups of users, such as college students and long-term smokers. Conclusions. Local vapor store marketing practices closely resemble current and former tobacco industry marketing strategies. Surveillance of marketing practices should include local and Web-based strategies. PMID:25880960

Using social media data to understand mobile customer experience and behavior

OpenAIRE

Hsu, Wenling; Jacobsen, Guy; Jin, Yu; Skudlark, Ann

2011-01-01

Understanding mobile customer experience and behavior is an important task for cellular service providers to improve the satisfaction of their customers. To that end, cellular service providers regularly measure the properties of their mobile network, such as signal strength, dropped calls, call blockage, and radio interface failures (RIFs). In addition to these passive measurements collected within the network, understanding customer sentiment from direct customer feedback is also an importa...

USE OF THE INSTRUMENTS OF SALES IMPROVEMENT IN THE NEIGHBOURHOOD STORES

Directory of Open Access Journals (Sweden)

Sandra Mrvica MAĐARAC

2017-05-01

Full Text Available The retail market in the Republic of Croatia has considerably changed during several last years by entering of large European hypermarkets and by opening a great number of shopping centres. This particularly affected the business of small independent retailers that are due to price uncompetitiveness difficult to cope with competition from hypermarkets. Sales success depends itself on the success of marketing program of a company. Improving sales brings a whole range of benefits to both producers and consumers and consists of a set of different incentives that are mainly short-term, designed to encourage faster and greater purchasing of certain products or services. Through well thought entrepreneurial approach and the use of methods for improving sales, neighbourhood stores could contribute through their business strategy to their competitiveness. Gaining customer loyalty, creating a personal relationship with customers, rewarding of loyal customers, promoting new products, helping the buyer in purchasing are some of the ways of improving neighbourhood store sales. The paper presents research results to which extent neighborhood stores in Osijek-Baranya County use instruments of sales improvement in order to enhance their sales and relationship with customers.

EXQ: development and validation of a multiple-item scale for assessing customer experience quality

OpenAIRE

Klaus, Philipp

2010-01-01

Positioned in the deliberations related to service marketing, the conceptualisation of service quality, current service quality measurements, and the importance of the evolving construct of customer experience, this thesis develops and validates a measurement for customer experience quality (EXQ) in the context of repeat purchases of mortgage buyers in the United Kingdom. The thesis explores the relationship between the customer experience quality and the important marketing ou...

Inventory Model with Partial Backordering When Backordered Customers Delay Purchase after Stockout-Restoration

Directory of Open Access Journals (Sweden)

Ren-Qian Zhang

2016-01-01

Full Text Available Many inventory models with partial backordering assume that the backordered demand must be filled instantly after stockout restoration. In practice, however, the backordered customers may successively revisit the store because of the purchase delay behavior, producing a limited backorder demand rate and resulting in an extra inventory holding cost. Hence, in this paper we formulate the inventory model with partial backordering considering the purchase delay of the backordered customers and assuming that the backorder demand rate is proportional to the remaining backordered demand. Particularly, we model the problem by introducing a new inventory cost component of holding the backordered items, which has not been considered in the existing models. We propose an algorithm with a two-layer structure based on Lipschitz Optimization (LO to minimize the total inventory cost. Numerical experiments show that the proposed algorithm outperforms two benchmarks in both optimality and efficiency. We also observe that the earlier the backordered customer revisits the store, the smaller the inventory cost and the fill rate are, but the longer the order cycle is. In addition, if the backordered customers revisit the store without too much delay, the basic EOQ with partial backordering approximates our model very well.

A Survey Study on Customer Experience in Banking Cash Management Products and, Participation Banking Example

Directory of Open Access Journals (Sweden)

Cüneyt DİRİCAN

2016-04-01

Full Text Available Banking as a safe bridge of risk management balances relation between deposit and loan. In the growing trend of interest-free banking Turkey practice, Participation Banking is working to fix the expectations of customers with reasonable solutions. For corporate customers with comprehensive cash management expectations, producing appropriate and fast solutions are important for a positive and sustainable customer experience. Cash Management covers collection of trade receivables and short -term debt payments. In this study, in the light of the financial ratios of participation banking within the banking industry, a participation bank customers' experiences and expectations in cash management products and services were evaluated with the survey methodology and its importance were also examined.

Apple iTunes music store

OpenAIRE

Lenzi, R.; Schmucker, M.; Spadoni, F.

2003-01-01

This technical report analyses the Apple iTunes Music Store and its success factors. Besides the technical aspects, user and customer aspects as well as content aspects are considered. Furthermore, iTunes Music Store's impact to online music distribution services is analysed and a short outlook to future music online distribution is given.

The Effect of Relationship Bonding Tactics on Customer Values for Online Stores%网上商店绑定策略对顾客价值影响的实证研究

Institute of Scientific and Technical Information of China (English)

金玉芳; 胡宁俊; 张瑞雪

2011-01-01

With the development of new technology, the Intemet has already changed not only business models, but also consumer's behaviors. However, the Intemet still does not change the basic need for firms to build good relationships with customers. Electronic business is increasingly displacing traditional business because online shoppers can now search and compare products from anywhere at minimal cost. The convenience of online shopping is creating challenges for online stores to establish a long - term relationship with customers because they can easily navigate from one shop to another. How to effectively build and maintain a good relationship with consumers remains an important issue for online stores.The objective of this study is to investigate the effect of different customer bonding tactics on customer values for online stores. A number of relationships between different bonding tactics and three dimensions of customer values are logically developed. Our survey instrument has a high reliability and validity based on the EFA and Cronbach α values. An online survey was created and was distributed to potential subjects via QQ, MSN, email, forum and other Intemet media for one month. A total of 450 subjects participated in this study. Only 364 valid data were retained for further processing.Our statistical test results show that six hypotheses are supported and five hypotheses are rejected in this research model.Purchasing process bonding has the strongest effect on procedural value. Shopping experience bonding has the second strongest effect on the outcome value. Procedural value has the most significant impact on the outcome value in all three customer value interactions. In contrast, financial bonding tactics do not have positive effect on the outcome value. Social bonding tactics do not have a significant effect on the outcome value.We also performed qualitative interviews with selected participants. Most online stores in China have low interactions with

Influence of innovation capability and customer experience on\\ud reputation and loyalty

OpenAIRE

Foroudi, Pantea; Jin, Zhongqi; Gupta, Suraksha; Melewar, T. C.; Foroudi, Mohammad

2016-01-01

This research employs complexity theory to understand the effect of innovation capability and customer experience on reputation and loyalty. In addition, it aims to investigate the contribution of consumer demographics to such relationships. To this end, this paper recognizes effective and intellectual experiences as key elements of customer experience to propose a conceptual framework with research propositions. To examine the research propositions, this study used confirmatory factor analys...

In transit storage of radioactive material under national customs administration

International Nuclear Information System (INIS)

Fernandez Moreno, S.; Rodriguez, C.E.; Cesario, R.H.; Milsztain, C.; Pollach, L.; Liossa, R.

1998-01-01

A model of an 'in transit storage of radioactive materials' under National Customs Administration control is described account the relevant Custom House Legislation and the Nuclear Regulatory Standards in force in Argentina. Evaluation of the physical protection systems applied to the above mentioned storage by means of a software named 'IntruBuster' is also described. This software is routinely updated and is also used by the Nuclear Regulatory Authority to evaluate the adequacy of physical protection systems implemented at nuclear installations in the Country. The interaction with National and International related Organisations to minimise the probability of illicit trafficking of nuclear materials is another important aspect to be considered. This is particularly true in those cases in which the administration of these stores is privately operated. Finally, the paper described the experience obtained in the implementation of the above mentioned software as well as prosecution and control activities by the Custom House and the Nuclear Authority of Argentina. (authors)

Study on Customer Experience Dimension Based on Online Shopping reviews of MI’s Products

Directory of Open Access Journals (Sweden)

Wang Lin

2017-01-01

Full Text Available This study has selected sorts of comments about MI’s products from its customers’ as research objects, then we used the theory of Rooting to analyze those objects, and explored the Customer Experience Dimensions’ type, characteristics and the way to impact others. The results come as follows: First of all, the Customers Experience Dimensions are consisted of nine major categories defined as Value Perception Experience, Sensory Experience, Quality Assurance Experience, Parts Experience, Purchase Experience, Service Experience, Brand Comparison Experience, Compensating Experience, Brand Reliance Experience respectively. Secondly, we put these nine major categories above all to compare the conclusions with the previous research, then we analyzed and integrated them, and finally obtained seven major categories containing Purchasing Website, Product Rendering, Delivery Experience, Transaction Convenience, Safety and Security, Brand Reliance, Marketing Communications respectively. In addition, we have conducted a further investigation to draw three types about the Customer Experience named Function Experience, Purchasing and Service Experience, and Brand Experience. Last but not the least, this paper has definitely provided the basis theory of how does the Customer Experience affect the Brand Loyalty for future research, as well as guided a definite orientation.

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

OpenAIRE

Rubio Guerrero, Germán

2014-01-01

Globalization is affecting all economies and their organizations seeking to maximize their profits through customer satisfaction. Within this context, large supermarkets have had significant growth; hence, it is important to know the quality of the service customers are receiving in these stores. Currently, service quality measures in these stores in the global market are scarce. This article presents the results of the measurement of the quality of service customers receive from large superm...

Engaging the Shopping Experience

DEFF Research Database (Denmark)

Sørensen, Sanne Dollerup

The revenues in brick-and-mortar stores have declined in the last decade, not least due to competition from online shopping. This thesis investigates how traditional stores might use principles from experience design to reverse this tendency. Brick-and-mortar stores are very important...... the interest in brick-and-mortar stores by engaging the customers emotionally. This thesis suggests that using insights from Possible World Theory in designing stores is one way to do this. Theoretically the thesis is interdisciplinary by drawing on knowledge from a wide spectrum of fields such as consumer...

Customer Satisfaction with the Loyalty Programs in Retail

Directory of Open Access Journals (Sweden)

Kraljević Radojka

2017-12-01

Full Text Available The loyalty programs are often part of a comprehensive strategy for customer relationship and provide a good way to identify and maintain customers with greater value than others. The main objective of this paper is to show the role of loyalty programs affecting customer satisfaction in retail. The purpose of the empirical research was to discover the effects of loyalty programs on customer satisfaction. Research has shown (N= 53 that the loyalty program is not the determinating factor. All other examined factors such as product range, price, locationof the store and customers relationship proved to be the more relevant for consumer satisfaction.

Make a customer, not a sale : A study on customer's perception of loyalty programs

OpenAIRE

Anderson, Louise

2013-01-01

The Swedish food retail industry is one with fierce competition, small product differentiation and increasingly disloyal customers. Consequently in order to create and retain loyal customers many of the stores offer some kind of loyalty schemes. The effectiveness of loyalty programs have been questioned, but it is proposed that in order for a loyalty program to be successful it must offer benefits that are perceived as valuable by customers. Thus the purpose of this qualitative study is to in...

Customer interest in and experience with various types of pharmacy counselling - a qualitative study

DEFF Research Database (Denmark)

Kaae, Susanne; Traulsen, Janine M; Nørgaard, Lotte S

2014-01-01

of counselling services with respect to medicine. The pharmacy staff does not seem to realize these barriers. CONCLUSIONS: For pharmacies to encourage customer interest in pharmacy counselling, the staff should start taking the identified barriers into account when planning communication strategies....... counselling at the present time, in order to develop the patient-pharmacy relationship for the benefit of both patients and pharmacies. DESIGN: Short semi-structured interviews were carried out with pharmacy customers by pharmacy internship students. SETTING AND PARTICIPANTS: One hundred and eight customers...... in 35 independent pharmacies across Denmark were interviewed during the spring of 2011. MAIN VARIABLES STUDIED: Customers were interviewed about their expectations of pharmacies in general and their experiences with medical counselling in particular. RESULTS: Customers perceive community pharmacies very...

In-store marketing of inexpensive foods with good nutritional quality in disadvantaged neighborhoods: increased awareness, understanding, and purchasing.

Science.gov (United States)

Gamburzew, Axel; Darcel, Nicolas; Gazan, Rozenn; Dubois, Christophe; Maillot, Matthieu; Tomé, Daniel; Raffin, Sandrine; Darmon, Nicole

2016-09-27

Consumers often do not understand nutrition labels or do not perceive their usefulness. In addition, price can be a barrier to healthy food choices, especially for socio-economically disadvantaged individuals. A 6-month intervention combined shelf labeling and marketing strategies (signage, prime placement, taste testing) to draw attention to inexpensive foods with good nutritional quality in two stores located in a disadvantaged neighborhood in Marseille (France). The inexpensive foods with good nutritional quality were identified based on their nutrient profile and their price. Their contribution to customers' spending on food was assessed in the two intervention stores and in two control stores during the intervention, as well as in the year preceding the intervention (n = 6625). Exit survey (n = 259) and in-depth survey (n = 116) were used to assess customers' awareness of and perceived usefulness of the program, knowledge of nutrition, understanding of the labeling system, as well as placement-, taste- and preparation-related attractiveness of promoted products. Matched purchasing data were used to assess the contribution of promoted products to total food spending for each customer who participated in the in-depth survey. The contribution of inexpensive foods with good nutritional quality to customers' total food spending increased between 2013 and 2014 for both the control stores and the intervention stores. This increase was significantly higher in the intervention stores than in the control stores for fruits and vegetables (p = 0.001) and for starches (p = 0.011). The exit survey revealed that 31 % of customers had seen the intervention materials; this percentage increased significantly at the end of the intervention (p customers who had seen the intervention materials scored significantly higher on quizzes assessing nutrition knowledge (p < 0.001) and understanding of the labeling system (p = 0.024). A social marketing

Customer interest in and experience with various types of pharmacy counselling - a qualitative study.

Science.gov (United States)

Kaae, Susanne; Traulsen, Janine M; Nørgaard, Lotte S

2014-12-01

Despite pharmacists' extensive knowledge in the optimization of patients' medical treatments, community pharmacies are still fighting to earn patients' trust with respect to medicinal counselling at the counter. The aim was to investigate how patients perceive pharmacy counselling at the present time, in order to develop the patient-pharmacy relationship for the benefit of both patients and pharmacies. Short semi-structured interviews were carried out with pharmacy customers by pharmacy internship students. One hundred and eight customers in 35 independent pharmacies across Denmark were interviewed during the spring of 2011. Customers were interviewed about their expectations of pharmacies in general and their experiences with medical counselling in particular. Customers perceive community pharmacies very differently in terms of both expectations of and positive experiences with counselling. They appear to be in favour of pharmacy counselling with respect to over-the-counter medicine and first-time prescription medicine in contrast to refills. Customers find it difficult to express the health-care role of pharmacies even when experiencing and appreciating it. Lack of appreciation of pharmacy counselling for refill prescription medicine and the difficulty in defining the role of pharmacies might stem from the difficulties that customers have in understanding medicine and thus the role of counselling services with respect to medicine. The pharmacy staff does not seem to realize these barriers. For pharmacies to encourage customer interest in pharmacy counselling, the staff should start taking the identified barriers into account when planning communication strategies. © 2012 John Wiley & Sons Ltd.

CULTURAL TOURISM EXPERIENCE ON CUSTOMER SATISFACTION: EVIDENCE FROM THAILAND

Directory of Open Access Journals (Sweden)

Kanchana Sukanthasirikul

2016-03-01

Full Text Available This study examines the service quality of cultural tourism experience perceived by tourists on their satisfaction and further explores the relationships between perceived value, appraisal emotion, and customer satisfaction. A total of 327 respondents completed a survey conducted at two cultural festivals in Thailand. Using structural equation modeling (SEM technique, the results reveal the direct and positive effects of the service quality on perceived value, appraisal emotion, and customer satisfaction. This study summarizes the findings and offers some interesting implications for practitioners and researchers.

Improved custom statistics visualization for CA Performance Center data

CERN Document Server

Talevi, Iacopo

2017-01-01

The main goal of my project is to understand and experiment the possibilities that CA Performance Center (CA PC) offers for creating custom applications to display stored information through interesting visual means, such as maps. In particular, I have re-written some of the network statistics web pages in order to fetch data from new statistics modules in CA PC, which has its own API, and stop using the RRD data.

Analisa Experiential Marketing Terhadap Loyalitas Konsumen Dengan Variabel Customer Experience Sebagai Variabel Perantara Di Ciputra Waterpark Surabaya

OpenAIRE

setiawan, sally eva; michelle, gabriella; japarianto, edwin

2014-01-01

Tujuan penelitian ini adalah untuk menjelaskan pengaruh experiential Marketing terhadap customer loyalty melalui customer experience. Desain penelitian kausal. Variabel penelitian adalah experiential Marketing (sense, feel, think, act, dan relate), customer experience, dan customer loyalty. Sampel penelitian sebanyak 190 sampel dan teknik analisis menggunakan structural equation model. Pengujian hipotesis menunjukkan variabel feel dan relate yang berpengaruh terhadap customer experience dan c...

Customer experiences and expectations

International Nuclear Information System (INIS)

Morton, C. R.

1997-01-01

Customer experiences and expectations from competition and cogeneration in the power industry were reviewed by Charles Morton, Director of Energy at CPC International, by describing Casco's decision to get into cogeneration in the early 1990s in three small corn milling plants in Cardinal, London and Port Colborne, Ontario, mainly as result of the threat of a 40 per cent increase in power prices. He stressed that cost competitiveness of cogeneration is entirely site-specific, but it is generally more attractive in larger facilities that operate 24 hours a day, where grid power is expensive or unreliable. Because it is reliable, cogeneration holds out the prospect of increased production-up time, as well as offering a hedge against higher energy costs, reducing the company's variable costs when incoming revenues fall short of costs, and providing an additional tool in head-to-head competition

First measurement of isoscalar giant resonances in a stored-beam experiment

Directory of Open Access Journals (Sweden)

J.C. Zamora

2016-12-01

Full Text Available A new technique developed for measuring nuclear reactions at low momentum transfer with stored beams in inverse kinematics was successfully used to study isoscalar giant resonances. The experiment was carried out at the experimental heavy-ion storage ring (ESR at the GSI facility using a stored 58Ni beam at 100 MeV/u and an internal helium gas-jet target. In these measurements, inelastically scattered α-recoils at very forward center-of-mass angles (θcm≤1.5° were detected with a dedicated setup, including ultra-high vacuum compatible detectors. Experimental results indicate a dominant contribution of the isoscalar giant monopole resonance at this very forward angular range. It was found that the monopole contribution exhausts 79−11+12% of the energy-weighted sum rule (EWSR, which agrees with measurements performed in normal kinematics. This opens up the opportunity to investigate the giant resonances in a large domain of unstable and exotic nuclei in the near future. It is a fundamental milestone towards new nuclear reaction studies with stored ion beams.

Customer engagement on Facebook : a social brand experience

OpenAIRE

Johansen, Michael

2012-01-01

Service-dominant logic has become a central perspective on marketing and comes along with several other trends that have evolved over the past decades. In this paradigm it has been shown that strong brand experience leads to several positive consequences such as loyalty and satisfaction, brands should therefore consider how they create experiences for their customers and users. Lately it is the influence of The Internet and Social Media that has been central in development of the relatively n...

Distributed energy store railguns experiment and analysis

Science.gov (United States)

Holland, L. D.

1984-02-01

Electromagnetic acceleration of projectiles holds the potential for achieving higher velocities than yet achieved by any other means. A railgun is the simplest form of electromagnetic macroparticle accelerator and can generate the highest sustained accelerating force. The practical length of conventional railguns is limited by the impedance of the rails because current must be carried along the entire length of the rails. A railgun and power supply system called the distributed energy store railgun was proposed as a solution to this limitation. A distributed energy storage railgun was constructed and successfully operated. In addition to this demonstration of the distributed energy store railgun principle, a theoretical model of the system was also constructed. A simple simulation of the railgun system based on this model, but ignoring frictional drag, was compared with the experimental results. During the process of comparing results from the simulation and the experiment, the effect of significant frictional drag of the projectile on the sidewalls of the bore was observed.

The Logistics Of Information In Customer Service Of Online Clothing Shops

Directory of Open Access Journals (Sweden)

Dariusz Weiland

2018-01-01

Full Text Available The primary objective of this article is to present information logistics as a crucial component of servicing the customers of online clothing stores. The article assesses the relationship between store-transferred information transferred and the rating given by customers. Furthermore, the article explicates the necessity to treat information as a resource, outlines the logistics of information and its influence on the functioning of e-commerce, focusing on the most prominent characteristics of e-trade in Poland, especially in the clothing sector.

The Competitive Causes and Consequences of Customer Satisfaction

OpenAIRE

Simon, Daniel H.; 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...

How Does Target Know so Much about Its Customers? Utilizing Customer Analytics to Make Marketing Decisions

Science.gov (United States)

Corrigan, Hope B.; Craciun, Georgiana; Powell, Allison M.

2014-01-01

Every time shoppers make a purchase at a store or browse a Web site, customer behavior is tracked, analyzed, and perhaps shared with other businesses. Target Corporation is a leader in analyzing vast amounts of data to identify buying patterns, improve customer satisfaction, predict future trends, select promotional strategies, and increase…

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.

Using a Virtual Store As a Research Tool to Investigate Consumer In-store Behavior.

Science.gov (United States)

Ploydanai, Kunalai; van den Puttelaar, Jos; van Herpen, Erica; van Trijp, Hans

2017-07-24

People's responses to products and/or choice environments are crucial to understanding in-store consumer behaviors. Currently, there are various approaches (e.g., surveys or laboratory settings) to study in-store behaviors, but the external validity of these is limited by their poor capability to resemble realistic choice environments. In addition, building a real store to meet experimental conditions while controlling for undesirable effects is costly and highly difficult. A virtual store developed by virtual reality techniques potentially transcends these limitations by offering the simulation of a 3D virtual store environment in a realistic, flexible, and cost-efficient way. In particular, a virtual store interactively allows consumers (participants) to experience and interact with objects in a tightly controlled yet realistic setting. This paper presents the key elements of using a desktop virtual store to study in-store consumer behavior. Descriptions of the protocol steps to: 1) build the experimental store, 2) prepare the data management program, 3) run the virtual store experiment, and 4) organize and export data from the data management program are presented. The virtual store enables participants to navigate through the store, choose a product from alternatives, and select or return products. Moreover, consumer-related shopping behaviors (e.g., shopping time, walking speed, and number and type of products examined and bought) can also be collected. The protocol is illustrated with an example of a store layout experiment showing that shelf length and shelf orientation influence shopping- and movement-related behaviors. This demonstrates that the use of a virtual store facilitates the study of consumer responses. The virtual store can be especially helpful when examining factors that are costly or difficult to change in real life (e.g., overall store layout), products that are not presently available in the market, and routinized behaviors in familiar

Factors Influencing Store Selection for Supply with Fast-Moving Consumer Goods

Directory of Open Access Journals (Sweden)

Albana Berisha Qehaja

2015-12-01

Full Text Available The main purpose of this paper is to contribute to the discussion on factors that influence store selection for supply with fast-moving consumer goods. We have surveyed 90 households in the Republic of Kosovo. We have decided to undertake this research seeing in one hand ‘competitive struggle’ which is being developed among the largest retail chains of fast-moving consumer goods, and, on the other hand, the created ‘situation’ for traditional stores as a result of the expansion of these retailers. This study also aims to highlight factors that consumers consider in order to improve the performance of these businesses. We have proposed that the opening of hypermarkets in Kosovo has affected negatively on traditional stores’ turnover. We have also proposed that the most influential factors in customers in the selection of stores where they will be supplied with fast-moving consumer goods are the rich store offering, good customer service and good staff behaviour. We have also proposed that the factors affecting the selection of hypermarket/store for supplying are closely related to the factors that affect customer dissatisfaction that leads to the change of hypermarket/ store. The results of this empirical study are consistent with the hypothesis set out in the paper.

Apparel Merchandising Students Learn Customer Service Strategies while Conducting Research.

Science.gov (United States)

Paulins, V, Ann

2000-01-01

Apparel merchandising students participated in a cooperative research project in which they observed customer service techniques by posing as customers in retail stores. The project taught research processes, collaboration, and principles of customer service. (SK)

EXPLORInG THE CUSTOMER PERCEIVED VALUES AS AnTECEDEnT OF PURCHASE BEHAVIOR

Directory of Open Access Journals (Sweden)

nabi Allah Dehghan

2015-11-01

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

Store brands’ purchase intention: Examining the role of perceived quality

Directory of Open Access Journals (Sweden)

Cristina Calvo-Porral

2017-05-01

Full Text Available Considering the increase of the store brand's market share globally, the present study addresses the following question: “Does the consumer product perceived quality influence store brands’ proneness?”; or in other words “Does product perceived quality influence store brands’ purchase intention?”, since perceived quality is a customer-based undertaken variable. The present study proposes and empirically tests a conceptual model of the influence of perceived product quality of store brands relative to perceived value and purchase intention. Structural Equation Modelling (SEM was developed on a sample of 439 consumers, distinguishing between consumers with high perceived quality (HPQ and low perceived quality (LPQ. Our findings highlight that store brands’ purchase intention is strongly influenced by confidence for both HPQ and LPQ customers, followed by product price. Additionally, our results suggest the moderating role of perceived quality on some of the proposed relationships. Store brand managers and retailers could develop market segmentation and perform marketing strategies based on customers’ perceived quality.

Differences in healthy food supply and stocking practices between small grocery stores, gas-marts, pharmacies and dollar stores.

Science.gov (United States)

Caspi, Caitlin Eicher; Pelletier, Jennifer E; Harnack, Lisa; Erickson, Darin J; Laska, Melissa N

2016-02-01

Little is known about the practices for stocking and procuring healthy food in non-traditional food retailers (e.g., gas-marts, pharmacies). The present study aimed to: (i) compare availability of healthy food items across small food store types; and (ii) examine owner/manager perceptions and stocking practices for healthy food across store types. Descriptive analyses were conducted among corner/small grocery stores, gas-marts, pharmacies and dollar stores. Data from store inventories were used to examine availability of twelve healthy food types and an overall healthy food supply score. Interviews with managers assessed stocking practices and profitability. Small stores in Minneapolis and St. Paul, MN, USA, not participating in the Special Supplemental Nutrition Program for Women, Infants, and Children. One hundred and nineteen small food retailers and seventy-one store managers. Availability of specific items varied across store type. Only corner/small grocery stores commonly sold fresh vegetables (63% v. 8% of gas-marts, 0% of dollar stores and 23% of pharmacies). More than half of managers stocking produce relied on cash-and-carry practices to stock fresh fruit (53%) and vegetables (55%), instead of direct store delivery. Most healthy foods were perceived by managers to have at least average profitability. Interventions to improve healthy food offerings in small stores should consider the diverse environments, stocking practices and supply mechanisms of small stores, particularly non-traditional food retailers. Improvements may require technical support, customer engagement and innovative distribution practices.

Profiling Customer Types in Luxury Retail Setting

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Marija Tisovski

2015-01-01

Full Text Available The type of customer who buys luxury is continuing to evolve. This research investigates the value and service-dominant theory effects on the value co-creation process between a service provider and service consumer within the luxury retail environment. The goal of the paper is two-fold: first, to offer a new view on value co-creation and second, to suggest potential in-store target segments based on experiential drivers in order to improve value sharing within luxury stores for diverse luxury shoppers. In other words, the author noticed a gap between the existing writing and practice – customer involvement has become interactive, and not neglected. The paper, thus, introduces four groups of customers: Experts, Popular, Exclusive and Aspirational. The methodology used combines analyses of four value creation denominators within the luxury setting: actor’s role, aesthetics, networks and luxury brand with findings from secondary research to integrate into the existing writing in this field. The managerial implications mainly target brand managers of luxury and premium brands with the objective to offer insights on how to address, with higher precision, the types of clients visiting and shopping for luxury products.

Exploring Customer Purchasing Intention over Online Store

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Behrang Samadi

2015-05-01

Full Text Available This study aims to examine the correlation among perceived benefits, perceived risks and perceived website quality towards online purchasing intention with one of the online store in Singapore. This study used online questionnaire survey to collect 180 completed responses of male and female Singaporean aged 20 and above. The findings showed that there was a significant correlation between perceived benefits, perceived website quality and online purchasing intention while there was no significant correlation between perceived risks and online purchasing intention. Implication and limitation of this study also discussed.

What influences Latino grocery shopping behavior? Perspectives on the small food store environment from managers and employees in San Diego, California

Science.gov (United States)

Sanchez-Flack, Jennifer C.; Baquero, Barbara; Linnan, Laura A.; Gittelsohn, Joel; Pickrel, Julie L.; Ayala, Guadalupe X.

2016-01-01

To inform the design of a multilevel in-store intervention, this qualitative study utilized in-depth semistructured interviews with 28 managers and 10 employees of small-to-medium-sized Latino food stores (tiendas) in San Diego, California, to identify factors within the tienda that may influence Latino customers’ grocery-shopping experiences and behaviors. Qualitative data analysis, guided by grounded theory, was performed using open coding. Results suggest that future interventions should focus on the physical (i.e., built structures) and social (i.e., economic and socio-cultural) dimensions of store environments, including areas where the two dimensions interact, to promote the purchase of healthy food among customers. PMID:26800243

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

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Germán Rubio Guerrero

2014-12-01

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

Farmer-to-Consumer Direct Marketing: The Role of Customer Satisfaction Measurement for Service Innovations

OpenAIRE

Spiller, Achim; Zuhlsdorf, Anke; Mellin, Matthias

2007-01-01

The importance of direct marketing for high quality farm products has increased during the past few years. This paper analyses the impact of customer satisfaction and its driving forces for farmer- to-consumer direct marketing and is based on a customer survey in 33 organic and conventional on-farm stores in Germany. The results emphasise the role of store atmosphere and customer service as the main influencing factors on customer satisfaction.

Analyzing the relationships among perceptions on store loyalty programs, trust, customer commitment to the relationship and store loyalty through structural equation modeling

OpenAIRE

Yeniçeri, Tülay; Erten, Ela

2008-01-01

Especially in the retail industry, where there is intense competition, companies have started to initiate customer loyalty programs. By the help of these programs companies expect to develop long - term relationships with their customers and collect useful information about them as well. The purpose of this research is to analyze a supermarket customer loyalty program to investigate the relationship between customer loyalty programs and the actual customer loyalty to a company’s products and ...

A generic taxonomy of shopping motives among hypermarkets (hyper-stores customers and the relationship with demographic variables

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M. Dhurup

2008-12-01

Full Text Available Purpose of the study: Noting that the motive for shopping is located within the paradigm of buying behaviour of consumers; the study seeks to complement existing literature by examining whether a configuration of shopper motives could be developed, thereby revealing taxonomy of hypermarket (hyper-store shoppers. In addition the study seeks to establish whether shopping motives is shaped by demographic variables. Problem statement: Although the motive for shopping and its antecedents has been approached from various perspectives, it has been accentuated in literature that traditional utilitarian aspects of product acquisition explanations may not fully reflect the totality of a shopping experience. With such affirmations, shopping may be harmonised with hedonic activities when considered within a hypermarket/hyper-store South African context. Methodology: The study adopted a conceptual framework for identifying relatable factors (using exploratory factor analysis that influence consumer motivation for shopping within hypermarket (hyper-store environments. Reliability and validity of the scale was established. Findings: A 13 item scale was developed. Shopping seems to be both a utilitarian and a hedonic consumption experience with three auxiliary categories of hedonic motivations, namely diversion, recreational and sensory stimulated shoppers. In examining the motives for shopping and demographic variables, diversion appears to vary with levels of education. Value of the research: Enhancing one's understanding of the "softer" issues of shopping, namely diversion, recreational and sensory stimulated shoppers is essential, as they represent possible differentiating factors in a highly competitive and often commoditised retail market. Acquaintance of distinct shopper segments is useful for retailers in assembling marketing communication strategies and designing appealing store environments. Conclusion: Whilst shopper typologies may hold several

Healthy bodegas: increasing and promoting healthy foods at corner stores in New York City.

Science.gov (United States)

Dannefer, Rachel; Williams, Donya A; Baronberg, Sabrina; Silver, Lynn

2012-10-01

We assessed the effectiveness of an initiative to increase the stock and promotion of healthy foods in 55 corner stores in underserved neighborhoods. We evaluated the intervention through in-store observations and preintervention and postintervention surveys of all 55 store owners as well as surveys with customers at a subset of stores. We observed an average of 4 changes on a 15-point criteria scale. The most common were placing refrigerated water at eye level, stocking canned fruit with no sugar added, offering a healthy sandwich, and identifying healthier items. Forty-six (84%) store owners completed both surveys. Owners reported increased sales of healthier items, but identified barriers including consumer demand and lack of space and refrigeration. The percentage of customers surveyed who purchased items for which we promoted a healthier option (low-sodium canned goods, low-fat milk, whole-grain bread, healthier snacks and sandwiches) increased from 5% to 16%. Corner stores are important vehicles for access to healthy foods. The approach described here achieved improvements in participating corner stores and in some consumer purchases and may be a useful model for other locales.

Successful customer intercept interview recruitment outside small and midsize urban food retailers

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Jennifer E. Pelletier

2016-10-01

Full Text Available Abstract Background Customer intercept interviews are increasingly used to characterize food purchases at retail food outlets and restaurants; however, methodological procedures, logistical issues and response rates using intercept methods are not well described in the food environment literature. The aims of this manuscript were to 1 describe the development and implementation of a customer intercept interview protocol in a large, NIH-funded study assessing food purchases in small and midsize food retailers in Minneapolis and St. Paul, Minnesota, 2 describe intercept interview response rates by store type and environmental factors (e.g., neighborhood socioeconomic status, day/time, weather, and 3 compare demographic characteristics (e.g., gender, race/ethnicity of participants versus non-participants. Methods After a pilot phase involving 28 stores, a total of 616 interviews were collected from customers exiting 128 stores in fall 2014. The number of eligible customers encountered per hour (a measure of store traffic, participants successfully recruited per hour, and response rates were calculated overall and by store type, neighborhood socio-economic status, day and time of data collection, and weather. Response rates by store type, neighborhood socio-economic status, time and day of data collection, and weather, and characteristics of participants and non-participants were compared using chi-square tests. Results The overall response rate was 35 %, with significantly higher response rates at corner/small grocery stores (47 % and dollar stores (46 % compared to food-gas marts (32 % and pharmacies (26 %, and for data collection between 4:00–6:00 pm on weekdays (40 % compared to weekends (32 %. The distribution of race/ethnicity, but not gender, differed between participants and non-participants (p < 0.01, with greater participation rates among those identified as Black versus White. Conclusions Customer intercept interviews can be

Explaining Online Purchase Intentions: A Multi-Channel Store Image Perspective

OpenAIRE

Dolen, van, Willemijn; Verhagen, Tibert

2007-01-01

This study is one of the few empirical works addressing the impact of offline and online store impressions on consumer online purchase intentions. Building upon the literature on store image and consumer online purchasing, we propose positive effects of online store image and suggest mixed influences of offline store image perceptions. Drawing on a sample of 630 customers of one of the largest music retail stores in the Netherlands, hypotheses are tested. The empirical results clearly support...

Measuring the Customer Experience in Online Environments: A Structural Modeling Approach

OpenAIRE

Thomas P. Novak; Donna L. Hoffman; Yiu-Fai Yung

2000-01-01

Intuition and previous research suggest that creating a compelling online environment for Web consumers will have numerous positive consequences for commercial Web providers. Online executives note that creating a compelling online experience for cyber customers is critical to creating competitive advantage on the Internet. Yet, very little is known about the factors that make using the Web a compelling experience for its users, and of the key consumer behavior outcomes of this compelling exp...

Can nurse innovation improve customer perception of service quality and experience?

Science.gov (United States)

Weng, Rhay-Hung; Chen, Wan-Ping; Huang, Ching-Yuan; Hung, Chiu-Hsia; Hsu, Ching-Tai

2016-07-01

This study aimed to clarify how nurse innovation is related to customer perception of medical service quality and experience. Recently, many hospitals have put much emphasis upon the development of nurse innovation. A cross-sectional study was employed. This study adopted questionnaire survey method with nurses and customers of the inpatient wards from three Taiwanese hospitals as the research subjects. After pairing, there were 294 valid questionnaires. Hierarchical regression analysis was utilised to test the possible impact of nurse innovation on medical service quality and experience. In terms of the dimensions of nurse innovation, 'innovation behaviour' ranked the highest (3·24), followed by knowledge creation and innovation diffusion; in terms of the degree of the medical service quality, 'reliability' ranked the highest (4·35). As for the degree of the medical service experience, 'feel experience' ranked the highest (4·44). All dimensions of nurse innovation have no significant effects on medical service quality and experience. Of these three dimensions of nurse innovation, the level of innovation behaviour was perceived by the nurses as the highest. The study found that nurse innovation has no significant effects on customer perception of service quality and experience. Hospitals shall provide sufficient resources and budget for fostering innovation development and encourage their nurses to develop nursing innovation for patents. The education and training courses on 'patient-centred' shall be enhanced among hospital nurses. Healthcare managers shall also explore the difficulties about innovation diffusion and find the solutions for nurses. © 2016 John Wiley & Sons Ltd.

An approach to improving marketing campaign effectiveness and customer experience using geospatial analytics

Directory of Open Access Journals (Sweden)

Brink, Michael Philippus

2017-08-01

Full Text Available This article discusses a case study in which a South African furniture and household goods retailer wishes to improve its marketing campaigns by employing location-based marketing insights, and also to prioritise customer satisfaction. This paper presents two methods used in an exploratory exercise with the aim of improving the retailer’s business in these ways. The methods of customer profiling and identifying geographical customer clusters summarise how the retailer’s strategic marketing strategies and customer experience can be improved. The methods presented in this article rely on the use of spatial data to solve the business problems.

Entertainment marketing, experiential consumption and consumer behavior: the determinant of choice of wine in the store

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Marco Platania

2016-12-01

Full Text Available The aim of this study is to discover the wine store variables that arouse the desire to purchase in the consumer. Wine is a complex product: its features are better able to be perceived and valued in a suitable sales environment. The store environment contains various stimuli that might be perceived by the customer׳s senses, and each stimulus offers many variable options. Mehrabian and Russell׳s framework specifies that individuals react to their environment along at least three dimensions: Pleasure, Arousal, and Dominance (PAD. Dismissing (avoidance and approaching are the behavioral responses of the consumer to these dimensions. There were 130 responding participants in the store. The relationship between emotions stimulated in the store and behavioral responses, which was mediated by environmental stimuli, were central in the results.

Destination Marketing and Customer Experiences: Their Impact on Customer Delight, Place Attachment and Positive Word of Mouth

OpenAIRE

Jiang, Yangyang

2018-01-01

This consumer-based study in marketing addresses several gaps in the scholarly research on the customer experience and consumer journey. It developed and empirically tested a model of tourism consumption centred on fun and authentic experiences covering all three stages in the consumer journey: pre-consumption, consumption and post-consumption. This study is the researcher’s response to academic calls for exploring creative new constructs and identifying important relative and interactive eff...

76 FR 13655 - Agency Information Collection Activities: Ship's Store Declaration

Science.gov (United States)

2011-03-14

... Activities: Ship's Store Declaration AGENCY: U.S. Customs and Border Protection, Department of Homeland... will be submitting the following information collection request to the Office of Management and Budget (OMB) for review and approval in accordance with the Paperwork Reduction Act: Ship's Stores Declaration...

78 FR 27984 - Agency Information Collection Activities: Ship's Store Declaration

Science.gov (United States)

2013-05-13

... Activities: Ship's Store Declaration AGENCY: U.S. Customs and Border Protection, Department of Homeland... will be submitting the following information collection request to the Office of Management and Budget (OMB) for review and approval in accordance with the Paperwork Reduction Act: Ship's Stores Declaration...

Strategic B2B customer experience management: the importance of outcomes-based measures

OpenAIRE

Zolkiewski, Judy; Story, Victoria; Burton, Jamie; Chan, Paul; Gomes, Andre; Hunter-Jones, Philippa; O’Malley, Lisa; Peters, Linda D.; Raddats, Chris; Robinson, William

2017-01-01

Purpose\\ud \\ud The purpose of this paper is to critique the adequacy of efforts to capture the complexities of customer experience in a business-to-business (B2B) context using input–output measures. The paper introduces a strategic customer experience management framework to capture the complexity of B2B service interactions and discusses the value of outcomes-based measurement.\\ud Design/methodology/approach\\ud \\ud This is a theoretical paper that reviews extant literature related to B2B cu...

Radiation protection officers in customs : an experience in Paraguay

International Nuclear Information System (INIS)

Oscar Bordon

2008-01-01

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

Shopper Loyalty to Whom? Chain Versus Outlet Loyalty in the Context of Store Acquisitions

NARCIS (Netherlands)

van Lin, Arjen; Gijsbrechts, E.

2014-01-01

When patronizing stores, consumers may exhibit loyalty not only to a retail chain but also to a specific outlet. This distinction is important in a dynamic retail environment: if a store changes ownership, chain loyalty makes customers inclined to seek out another outlet of the former chain, whereas

Shopper loyalty to whom? Chain versus outlet loyalty in the context of store acquisitions

NARCIS (Netherlands)

van Lin, A.I.J.G.; Gijsbrechts, E.

When patronizing stores, consumers may exhibit loyalty not only to a retail chain but also to a specific outlet. This distinction is important in a dynamic retail environment: if a store changes ownership, chain loyalty makes customers inclined to seek out another outlet of the former chain, whereas

COLLABORATION BETWEEN SMALL RETAIL STORES AND SUPPLIERS OF FOOD PRODUCTS

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Lenka Branska

2017-01-01

Full Text Available Small grocery stores are forced to look for ways to retain customers. One possibility is through collaboration with suppliers. Therefore, the aim of this research was to determine the forms of collaboration between small Czech grocery stores and suppliers and to specify the differences in this collaboration depending on store location and the possible affiliation of the store with a retail chain. To achieve this goal, quantitative research was carried out among 65 Czech retail stores using face-to-face interviews with predetermined questions. Collaboration was assessed on the basis of four criteria defined by the authors. It was found that the most frequently occurring element of collaboration was the provision of trade credit to retailers – less often, long-term contracts and synchronization of replenishment. The least used was information sharing. The research results show that the form of collaboration is significantly affected by customer value. Therefore, the level of collaboration can be improved by building horizontally interconnected retail chains. The paper enriches theoretical knowledge by specifying possible elements of collaboration between small retail stores and suppliers and mapping the frequency of their implementation.

Service quality and perceived customer value in community pharmacies.

Science.gov (United States)

Guhl, Dennis; Blankart, Katharina E; Stargardt, Tom

2018-01-01

A patient's perception of the service provided by a health care provider is essential for the successful delivery of health care. This study examines the value created by community pharmacies-defined as perceived customer value-in the prescription drug market through varying elements of service quality. We develop a path model that describes the relationship between service elements and perceived customer value. We then analyze the effect of perceived customer value on customer satisfaction and loyalty. We use data obtained from 289 standardized interviews on respondents' prescription fill in the last six months in Germany. The service elements personal interaction (path coefficient: 0.31), physical aspect (0.12), store policy (0.24), and availability (0.1) have a positive significant effect on perceived customer value. Consultation and reliability have no significant influence. We further find a strong positive interdependency between perceived customer value, customer satisfaction (0.75), and customer loyalty (0.71). Thus, pharmacies may enhance customer satisfaction and loyalty if they consider the customer perspective and focus on the relevant service elements. To enhance benefit, personal interaction appears to be most important to address appropriately.

78 FR 15031 - Agency Information Collection Activities: Ship's Store Declaration

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2013-03-08

... Activities: Ship's Store Declaration AGENCY: U.S. Customs and Border Protection (CBP), Department of Homeland... requirement concerning the Ship's Stores Declaration (CBP Form 1303). This request for comment is being made... Management and Budget (OMB) approval. All comments will become a matter of public record. In this document...

Choice architecture to promote fruit and vegetable purchases by families participating in the Special Supplemental Program for Women, Infants, and Children (WIC): randomized corner store pilot study.

Science.gov (United States)

Thorndike, Anne N; Bright, Oliver-John M; Dimond, Melissa A; Fishman, Ronald; Levy, Douglas E

2017-05-01

To conduct a pilot study to determine if improving the visibility and quality of fresh produce (choice architecture) in corner stores would increase fruit/vegetable purchases by families participating in the Special Supplemental Nutrition Program for Women, Infants, and Children (WIC). Six stores were randomly assigned to choice architecture intervention or control. Store-level WIC sales data were provided by the state. Primary outcomes were WIC fruit/vegetable voucher and non-fruit/vegetable voucher sales, comparing trends from baseline (December 2012-October 2013) with the five-month intervention period (December 2013-April 2014). Secondary outcomes were differences in customer self-reported fruit/vegetable purchases between baseline and end of the intervention. Chelsea, MA, USA, a low-income urban community. Adult customers (n 575) completing store exit interviews. During baseline, WIC fruit/vegetable and non-fruit/vegetable sales decreased in both intervention and control stores by $US 16/month. During the intervention period, WIC fruit/vegetable sales increased in intervention stores by $US 40/month but decreased in control stores by $US 23/month (difference in trends: $US 63/month; 95 % CI 4, 121 $US/month; P=0·036); WIC non-fruit/vegetable sales were not different (P=0·45). Comparing baseline and intervention-period exit interview responses by customers participating in WIC (n 134), intervention store customers reported increased fruit/vegetable purchases compared with control store customers (18 v. -2 %), but this did not achieve statistical significance (P=0·11). Placement of fruits/vegetables near the front of corner stores increased purchase of produce by customers using WIC. New policies that incentivize stores to stock and prominently display good-quality produce could promote healthier food choices of low-income families.

Distributed energy store railguns experiment and analysis

International Nuclear Information System (INIS)

Holland, L.D.

1984-01-01

Electromagnetic acceleration of projectiles holds the potential for achieving higher velocities than yet achieved by any other means. A railgun is the simplest form of electromagnetic macroparticle accelerator and can generate the highest sustained accelerating force. The practical length of conventional railguns is limited by the impedance of the rails because current must be carried along the entire length of the rails. A railgun and power supply system called the distributed energy store railgun was proposed as a solution to this limitation. The distributed energy store railgun used multiple current sources connected to the rails of a railgun at points distributed along the bore. These current sources (energy stores) are turned on in sequence as the projectile moves down the bore so that current is fed to the railgun from behind the armature. In this system the length of the rails that carry the full armature current is less than the total length of the railgun. If a sufficient number of energy stores is used, this removes the limitation on the length of a railgun. An additional feature of distributed energy store type railguns is that they can be designed to maintain a constant pressure on the projectile being accelerated. A distributed energy store railgun was constructed and successfully operated. In addition to this first demonstration of the distributed energy store railgun principle, a theoretical model of the system was also constructed

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.

CUSTOMER RETENTION IN FASHION E-TAILING: FACILITATORS AND BARRIERS

Directory of Open Access Journals (Sweden)

Annika Hallberg

2017-09-01

Full Text Available The Internet has changed the way consumers gather information and shop. An increasingly competitive market calls for new marketing approaches to attract customers to the companies’ online stores. The aim of the present article is to understand what facilitates and what creates barriers to prioritizing repeat customers. Further, the article discusses repurchasing among young female online fashion shoppers and how these consumers can be retained. Two research questions are addressed: 1. What facilitates repurchasing among online fashion consumers, and why? 2. What creates barriers to re-purchasing among online fashion consumers, and why? In order to gain deeper knowledge of how e-tailers work with customer retention, we conducted a pilot study that included representatives from two clothing companies, as well as an expert interview with an analyst at the company Stroede Ralto. Then two focus groups consisting of young female online shoppers were formed. Results from the focus groups show that several companies use frequent e-mail advertising and targeted advertising on other websites to retain customers and facilitate re-purchasing. All participants found these features annoying rather than helpful. Moreover, the help functions provided in an online store played a major role in facilitating the purchasing, and shopping carts were appreciated as they enable customers to easily view and add items and obtain price information. We discovered that the consumers did most of their shopping on websites they found esthetically appealing and inspiring and that they would often return to these websites for inspiration or to browse. The article further provides advice to managers regarding how to retain customers.

Customer Integration in Service Innovation: An Exploratory Study

Directory of Open Access Journals (Sweden)

Tim Straub

2013-09-01

Full Text Available Prominent industry projects, as well as an extensive literature suggest the importance of customer integration for companies’ innovation success. This appears to be especially true for service firms, which inherently build on customer interaction. Despite this appreciation of the approach, there are comparably few empirical analyses of the positive and negative effects of customer integration. In this exploratory study, we build on established customer role concepts to study the status quo of customer integration in industry, as well as reservations against the roles and negative experiences from customer integration projects. The study reveals a gap between reservations and actual negative experiences in losing know-how, as well as a positive effect of experience in customer integration on perceived benefits for the company.

Individual customizable in-store textile production

Science.gov (United States)

Kemper, M.; Bücher, D.; Gloy, Y.-S.; Gries, T.

2017-10-01

The target of every company is to satisfy customer demands. Especially the clothing industry has to serve individual customer requirements. Textile products always have been and still are the defining attributes of people’s appearance. Consumer’s demands towards commercial clothing companies have been changing rapidly during the recent years. Two global megatrends have supported this change: Individualization and digitalization. Individualization created demand for frequent collection changes, while still keeping availability high. Digitalization supported the quick distribution of new trends and forced a higher amount of request during peak periods. This paper outlines how a highly individual and customizable fashion product can be produced in a store environment. It focuses on the conceptual design, taking into account the interdisciplinary approach combining production technology with IT-systems, but also addresses the economical challenge with help of a value stream analysis.

Mağaza Sadakat Programlarının Algılanması, Güven, İlişkiyi Sürdürme İsteği ve Mağaza Sadakati Arasındaki İlişkilerin Yapısal Eşitlik Modeli ile İncelenmesi = Analyzing the Relationships Among Perceptions on Store Loyalty Programs, Trust, Customer Commitment to the Relationship and Store Loyalty Through Structural Equation Modeling

Directory of Open Access Journals (Sweden)

Ela Erten

2008-06-01

Full Text Available Especially in the retail industry, where there is intense competition, companies have started to initiate customer loyalty programs. By the help of these programs companies expect to develop long - term relationships with their customers and collect useful information about them as well. The purpose of this research is to analyze a supermarket customer loyalty program to investigate the relationship between customer loyalty programs and the actual customer loyalty to a company’s products and services. Structural Equation Modeling (SEM was used in order to test our research hypotheses. As a result of the Structural Equation Modeling, it is found that the trust, which is an important factor in relationship marketing, has also impact on the continuation of the relationship. The other consequence of the research is that the store loyalty is affected by perception of the loyalty programs and the willingness to continue the relationship with the store.

Column Stores as an IR Prototyping Tool

NARCIS (Netherlands)

H.F. Mühleisen (Hannes); T. Samar (Thaer); J.J.P. Lin (Jimmy); A.P. de Vries (Arjen)

2014-01-01

textabstract. We make the suggestion that instead of implementing custom index structures and query evaluation algorithms, IR researchers should simply store document representations in a column-oriented relational database and write ranking models using SQL. For rapid prototyping, this is

Shopping in discount stores

DEFF Research Database (Denmark)

Zielke, Stephan

2014-01-01

quarters of intentions to shop in discount stores. Value perception has the strongest total effect, which is partly mediated by enjoyment, shame and guilt. Attributions influence the shopping intention indirectly via value perception and emotions. The inferior quality attribution has the strongest total......This paper analyzes the impact of price-related attributions, emotions and value perception on the intention to shop at grocery discounters in an integrated framework. Moderating effects of price consciousness are also analyzed. The results show that the proposed model explains almost three...... effect, followed by the efficiency of the business model attribution. The unfairness to stakeholders and the tricks in price communication attribution mostly influence the shopping intention for less price-conscious customers....

NASA Armstrong's Approach to Store Separation Analysis

Science.gov (United States)

Acuff, Chris; Bui, Trong

2015-01-01

Presentation will an overview of NASA Armstrong's store separation capabilities and how they have been applied recently. Objective of the presentation is to brief Generation Orbit and other potential partners on NASA Armstrong's store separation capabilities. It will include discussions on the use of NAVSEP and Cart3D, as well as some Python scripting work to perform the analysis, and a short overview of this methodology applied to the Towed Glider Air Launch System. Collaboration with potential customers in this area could lead to funding for the further development of a store separation capability at NASA Armstrong, which would boost the portfolio of engineering expertise at the center.

A hierarchical model of virtual experience and its influences on the perceived value and loyalty of customers

NARCIS (Netherlands)

Piyathasanan, B; Mathies, C; Wetzels, M.G.M.; Patterson, P.; de Ruyter, J.C.

2015-01-01

Many businesses use virtual experience (VE) to enhance the overall customer experience, though extant research offers little guidance for how to improve consumers' VE. This study, anchored in activity theory, examines key drivers of VE and its influences on value perceptions and customer loyalty. A

An integrative conceptual framework for analyzing customer satisfaction with shopping trip experiences in grocery retailing

DEFF Research Database (Denmark)

Esbjerg, Lars; Jensen, Birger Boutrup; Bech-Larsen, Tino

2012-01-01

Grocery retailers aim to satisfy customers, and because grocery shopping trips are frequently recurring, they must do socontinuously. Surprisingly, little research has addressed satisfaction with individual grocery shopping trips. This article therefore develops a conceptual framework for analyzing...... customer satisfaction with individual grocery shopping trip experiences within a overall ‘disconfirmation of expectations model’ of customer satisfaction. The contribution of the framework is twofold. First, by focusing on satisfaction with individual grocery shopping trips, previous research...... on satisfaction in the retailing literature. Second, the framework synthesizes and integrates multiple central concepts from different research streams into a common framework for analyzing shopping trip satisfaction. Propositions are derived regarding the relationships among the different concepts...

76 FR 2403 - Agency Information Collection Activities: Ship's Store Declaration

Science.gov (United States)

2011-01-13

... Activities: Ship's Store Declaration AGENCY: U.S. Customs and Border Protection (CBP), Department of Homeland... requirement concerning the Ship's Stores Declaration (CBP Form 1303). This request for comment is being made... request for Office of Management and Budget (OMB) approval. All comments will become a matter of public...

Surveying the Relationship between Brand Equity and Brand-Customer Personality Congruency

OpenAIRE

Morteza Rezaei; Shahram Jamali Kapak; Shahriar Azizi

2013-01-01

Assigning human`s personality features to brands is one of the main subjects that has been focused by researchers in latest decades. On the other hand, congruency of brand personality with customers` personality is a concept that could affect brand equity. So in order to explore this relationship, this research has tested a model in Shahrvand Chain Stores of Tehran. Sample of 185 customers of this store has been selected and finally with return rate of 90%, 163 usable questionnaires have been...

Health Plans Can't Ignore The Customer Experience Any Longer.

Science.gov (United States)

Swanson, Erik

2017-10-01

With regulations limiting differentiation between products, health plans must rethink consumer experience to meet expectations of today's consumers, who seek convenience, quality, and speed from their health care organizations. Many plans understand they need to connect more effectively with their end customers, but technological, cultural, and other obstacles are in the way.

Study on the interaction between the food and beverage servicescape and customer waiting experience

Directory of Open Access Journals (Sweden)

Yang, Chih-Yun

2014-11-01

Full Text Available Past research on the customer waiting experience tended to focus on two primary areas, namely managing the wait and managing the perception of the wait. Very few studies conducted in-depth analysis and discus¬sion of how external environmental factors affect the experience of customer waiting, which it was also viewed as a negative factor that decreases customer satisfaction toward service. However, in reality, the waiting experience can be positive as a result of certain environmental factors, and subsequently increases customer satisfaction toward the service. This study aimed to further examine the potential influencing factors arising from the servicescape during the customer waiting process, and the interaction between the servicescape and customers during their wait time. This paper is based on the causal feedback loop. A system dynamics perspective was applied to construct a conceptual systems model showing the interaction between the servi¬cescape and the customer waiting experience.Estudios previos sobre la experiencia de espera de los clients suelen centrarse sobre todo en dos áreas: la gestión de la espera y la gestión de la experiencia de espera. Existen muy pocos estudios que hayan realizado análisis y discusiones en profundidad sobre cómo los factores ambientales externos afectan a la experiencia de espera de los clientes, que se ha considerado siempre como un factor negativo que reduce la satisfacción del cliente hacia el servicio. Sin embargo, la experiencia de espera puede incrementar en reali¬dad la satisfacción del cliente hacia el servicio. Este estudio pretende profundizar en la influencia potencial de los factores que surgen del “servicescape” durante el proceso de espera del cliente, así como la interacción entre el “servicescape” y los clientes durante el tiempo de espera. Ese artículo se basa en el bucle de retroa¬limentación causal. Desde la perspectiva de la dinámica de sistemas se construye un

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.

Pareto law of the expenditure of a person in convenience stores

Science.gov (United States)

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

2008-06-01

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

An Empirical Study Of Using New Technology like NFC, AI, RFID etc. to be implemented in shopping malls in ajmer : To Ease Out The Customer Shopping Experience Like Queue Less And Cashless Payment Mode

OpenAIRE

Dimple,; Jyoti Kushwah; Manisha Tak; Neeharika singh; Dr. Ajay Singh Jethoo; Vijay Laxmi Kalyani

2017-01-01

In today’s world due to rapid development of new shopping trend. The retailers launches new technologies for new shopping trend. In today scenario every people are busy. When we are talking about shopping from stores, shopping malls etc., the customers waiting in queue for long time for payment process. This is a problematic conditions for customers. The traditional shopping trend consuming more time of customers during shopping. To remove this problem many retailers are focussing that how to...

Experiments with stored relativistic exotic nuclei

International Nuclear Information System (INIS)

Klepper, O.; Attallah, F.; Beckert, K.; Bosch, F.; Dolinskiy, A.; Eickhoff, H.; Franczak, B.; Franzke, B.; Geissel, H.; Hausmann, M.; Hellstroem, M.; Herfurth, F.; Kluge, H.-J.; Kozhuharov, C.; Muenzenberg, G.; Nolden, F.; Quint, W.; Tradon, T.; Reich, H.; Scheidenberger, C.; Schlitt, B.; Steck, M.; Suemmerer, K.; Vermeeren, L.; Winkler, M.; Winkler, Th.; Falch, M.; Kerscher, Th.; Loebner, K.E.G.; Fujita, Y.; Novikov, Yu.; Patyk, Z.; Stadlmann, J.; Wollnik, H.

1999-01-01

Beams of relativistic exotic nuclei were produced, separated and investigated with the combination of the fragment separator FRS and the storage ring ESR. The following experiments are presented: 1) Direct mass measurements of relativistic nickel and bismuth projectile fragments were performed using Schottky spectrometry. Applying electron cooling, the relative velocity spread of the circulating secondary nuclear beams of low intensity was reduced to below 10 -6 . The achieved mass resolving power of m/Δm = 6.5·10 5 (FWHM) in recent measurements represents an improvement by a factor of two compared to authors' previous experiments. The previously unknown masses of more than 100 proton-rich isotopes have been measured in the range of 54≤Z≤84. The results are compared with mass models and estimated values based on extrapolations of experimental values. 2) Exotic nuclei with half-lives shorter than the time required for electron cooling can be investigated by time-of-flight measurements with the ESR being operated in the isochronous mode. This novel experimental technique has been successfully applied in a first measurement with nickel fragments. A mass resolving power of m/Δm = 1.5·10 5 (FWHM) was achieved in this mode of operation. 3) Nuclear half-lives of stored and cooled bare projectile fragments have been measured to study the influence of the ionic charge state on the beta-decay probability

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

OpenAIRE

Veríssimo, M.; Loureiro, S. M. C.

2014-01-01

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

The rationale behind small food store interventions in low-income urban neighborhoods: insights from New Orleans.

Science.gov (United States)

Bodor, J Nicholas; Ulmer, Vanessa M; Dunaway, Lauren Futrell; Farley, Thomas A; Rose, Donald

2010-06-01

Environmental approaches to the obesity problem in the US have garnered favor due to growing evidence that changes to the environment are at the root of the epidemic. Low-income urban neighborhoods, where obesity rates are disproportionately high, typically lack supermarkets yet have a high density of small food stores. This may increase the risk for unhealthy diets and obesity for neighborhood residents, because small stores carry mostly energy-dense foods and few fruits and vegetables. This paper pulls together various studies and pilot work conducted in New Orleans to explore the rationale behind small store interventions. Many low-income residents in New Orleans live within walking distance of small food stores and shop at them frequently. Marketing research has documented that changes to in-store shelf space and displays of specific foods affect the sales of these foods. Initiatives in New Orleans and elsewhere have demonstrated some success with improving healthy food availability in small stores, and an intercept survey of customers at small stores suggests that customers would purchase more fruits and vegetables if available. Efforts to encourage small store operators to offer a healthier mix of foods may, in the end, depend on the profitability of such changes. Evidence from a typical small store in New Orleans indicates that a greater percentage of gross profits come from snack foods and beverages than from fruits and vegetables. More research is needed to better understand the financial operations of small food stores and whether altering the mix of foods is economically feasible.

Present and Future Experiments with Stored Exotic Nuclei at GSI

International Nuclear Information System (INIS)

Geissel, H.

2009-01-01

Recent results and perspectives of experiments with stored exotic nuclei at GSI-FAIR will presented. An overview on the planned NUSTAR experiments will also presented. Relativistic exotic nuclei produced via projectile fragmentation and fission were separated in flight by the fragment separator FRS and injected into the storage-cooler ring ESR for accurate mass- and lifetime measurements. Direct mass measurements of electron-cooled exotic nuclei were performed using time-resolved Schottky spectrometry. Fragments with half-lives shorter than the time required for electron cooling have been investigated by time-of-flight measurements with the ESR being operated in the isochronous mode. This novel experimental technique gives access to all nuclei with half-lives down to the microsecond range and has been successfully applied. Lifetimes of stored bare and few-electron ions have been measured with the goal to study the beta-decay under ionization conditions prevailing in stellar plasma. For the first time the direct observation of bound-state beta decay has been achieved with 2 07T l fragments. The future project FAIR includes a new large-acceptance in-flight separator (Super-FRS) in combination with a new storage ring system (CR, NESR) which will be ideal tools to study exotic nuclei far from stability.(author)

MANAGING AND MEASURING CUSTOMER EXPERIENCE: A LITERATUR REVIEW

OpenAIRE

Duran, Cem; Uray, Nimet

2018-01-01

Purpose - Nowadays, customers expectfrom the brands to build customized and long term relationships with them.Hence, it has become evident thatmanagerial approaches like Customer Relationship Management are important, butnot sufficient to understand and manage the relationships with customers. It has been well recognizedthat companies need something more than keeping,analyzing the data on customer behavior and determine strategies accordingly. Anew concept and deeper approach to understand an...

Influence of store image on purchase intention: The moderating role of trust and perceived risk

OpenAIRE

saeid Saeida Ardekani; neda jahanbazi

2015-01-01

Nowadays, customers’ subjective image of products and services is one of the important issue in consumer behavior. Retailers as one of the products’ suppliers is Offering variety of product to their customers. Therefore, trying to attract customers is one of the critical concerns of any retail store. The previous research was demonstrated that customers’ trust and perceived risk effect on relationship between store image and purchase intention. This research was carried out to investigate the...

FACTORS AFFECTING OVERALL BRAND EQUITY: THE CASE OF SHAHRVAND CHAIN STORE

Directory of Open Access Journals (Sweden)

Shahriar AZIZI

2013-06-01

Full Text Available In recent years the role of chain stores in distribution system of Iran has been paid more attention. Managers of these stores are seeking to increase the stores’ brand equity. This study develops a model of factors affecting overall brand equity in SHAHRVAND chain store as a case study. The Sample of 167 customers in Tehran city using convenience sampling method was selected. Data was gathered by the 44-items questionnaire in self-reporting way. Path analysis was applied using Lisrel 8.80 to test the conceptual model which includes six hypotheses. Results showed that brand-customer personality congruency affects brand identification positively. The positive impact of brand identification on brand loyalty and trust was confirmed. Analysis also revealed that brand trust impact brand loyalty positively. Results also indicated the positive impact of brand loyalty and trust on the overall brand equity.

Program Perceived Value and Program Satisfaction Influences on Store Loyalty: Insights from Retail Loyalty Progam

Directory of Open Access Journals (Sweden)

Nor Asiah Omar

2007-09-01

Full Text Available Investigations to determine whether program perceived value could influence program satisfaction, program card loyalty and store loyalty are critical to elucidate the roles and significance of the constructs and advancing management practice. Accordingly, in line with this research direction, this study aims to assess the effects of program perceived value offered by few leading retail superstores and departmental stores in Malaysia on its members’ loyalty towards the store. The data set utilized in this study has been obtained via quota sampling technique, where a sample of 153 retail loyalty programs’ members was analyzed. An integrative conceptual model was developed and tested using Structural Equation Modeling using AMOS program. The results exemplify that program perceived value is a strong driver of program satisfaction and program card loyalty. Unexpectedly, program perceived value is not a significant predictor of store loyalty but, it has an indirect effect on store loyalty mediated by program satisfaction. Continuous plea in marketing management is to make marketing instruments more efficient. In recent years introduction of customer relationship marketing instruments is strongly advocated, both in marketing theory and practice. Several researchers (e.g., Berry 1983; Berry and Parasuraman 1991; and Gronroos, 1994 have changed the focus of a marketing orientation from attracting short-term, discrete transactional customers to retaining long-lasting, intimate customer relationships. In fact Roberts, Varki, Brodie (2003, further suggested that it is best to describe relationship marketing as the formation of “bonds” between the company and the customer. Achieving an effective relationship in a consumer context is considered to be even more challenging than it is in a business-to-business context, given the generally more polygamous character of consumers as opposed to business customers (Keng and Ehrenberger 1984; Pressey and

Customer journey in B2B SaaS business models

OpenAIRE

Opanasenko, Mariia

2017-01-01

In this paper customer journey for B2B SaaS business models was analyzed to study customer experience, customer success and its key performance indicators. The research method is the case study of Supplier Relationship Management SaaS solution provider. In recent years, the research in customer journey management identified the tendency of acknowledge customer journey as a differentiator and a competitive advantage. Customer journey is a complex process that entails structured customer experi...

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....

Investigate The Relationship Between Brand Equity Brand Loyalty And Customer Satisfaction

Directory of Open Access Journals (Sweden)

Farbod Souri

2017-06-01

Full Text Available The purpose of this study conducted an empirical study in the field of marketing in order to investigate the relationship between brand equity brand loyalty and customer satisfaction in Refah stores in which Nam and colleagues model 2011 have been used. In this model the relationship between brand equity and brand loyalty and customer satisfaction is evaluated. To review research a sample of 384 customers was selected as a stepwise clustering. Data gathered by standard questionnaire with 23 questions that its validity and reliability confirmed and was distributed among the statistical population. Data analysis was performed using descriptive statistics and inferential statistics. At the level of Descriptive statistics indices such as frequency and frequency percentage were used and in inferential statistics correlation methods structural equation modeling path analysis has been done using the spss and lisrel software. The results of the analysis showing the existence of a significant and positive relationship of brand equity on customer satisfaction and loyalty. In general the ability of Refah store to increase customer satisfaction and brand loyalty of customers to Refah brand being associated with the brand equity 050 p.

The 'Interactive' of Interactive Storytelling: Customizing the Gaming Experience

OpenAIRE

Bostan , Barbaros; Marsh , Tim

2010-01-01

International audience; In this article, we define interactive storytelling as a gaming experience where the form and content of the game is customized in real time and tailored to the preferences and needs of the player to maximixe enjoyment. The primary focus of interactive storytelling should not be on the attributes of the technology or characteristics of the medium, such as the AI techniques, planning formalisms, story representations, etc. but on different interaction levels provided by...

Rethinking the grocery store: inclusive wayfinding system for visually impaired shoppers in grocery stores

OpenAIRE

Khattab, Doaa

2015-01-01

Many people with disabilities face considerable barriers while shopping in grocery stores.  One such barrier is that they cannot find their way around easily, especially when they visit the grocery store for the first time and have not yet built a cognitive map in their memory. They may also experience delays in finding the right product or waiting for assistance from store employees, thus leading them to rely on family, friends, relatives, or volunteers to help them with their shopping. Prob...

Nudging consumer behaviour in retail stores

DEFF Research Database (Denmark)

Adam, Abdulfatah

2016-01-01

-effectiveness of alternative interventions in retail store settings. In cooperation with a supermarket chain in Denmark, we manipulated food locations inside the store so that relatively low energy dense products were placed favorable shelf locations. The underlying theory for the experiment was the behavioral approach (so...

Pengaruh Modern Marketing Management terhadap Kepuasan Konsumen Membeli Handphone Samsung pada Brand Store Samsung di Kota Palu

OpenAIRE

Lele, Aco

2017-01-01

This study aims to identify and analyze: 1) the level of importance of Modern Marketing Management variable that includes People, Process, Programs and Performance to meet customer's satisfaction in Samsung Mobile Phones purchasing at Samsung Brand Store in Palu City; 2) significant influence of Modern Marketing Management (People, Process, Programs and Performance) simultaneously and partially on customer's satisfaction in Samsung Mobile Phones purchasing at Samsung Brand Store in Palu City....

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

OpenAIRE

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

2011-01-01

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

The garden of the self-service store

DEFF Research Database (Denmark)

Bech-Larsen, Tino; Esbjerg, Lars

2006-01-01

As a result of the increased competition between self-service chains, retail managers to an increasing degree try to strengthen store identity and customer loyalty. Based on a broad range of consumer choice and environmental psychology theories, this article discusses a number of reasons why the ...

Effect of E-Service Quality on Customer Online Repurchase Intentions

Science.gov (United States)

Liu, Tung-Hsuan

2012-01-01

In the early years of online retailing, having an online presence and low prices were believed to be key drivers of success. More recently, electronic service quality has become essential as an online marketing strategy. Online stores provide higher service quality to create online customer loyalty, improve customer satisfaction, and keep a…

The effect of green marketing mix on purchase decision-making styles of customers

OpenAIRE

Golrokh Azimi; Mohammad Shabani

2016-01-01

The purpose of this study is to investigate the effect of green marketing mix on purchase decision-making styles of customers in appliance stores in Sanandaj. In this study, a standard questionnaire was used to collect the data of independent variable and assess the dependent variable. The present study is applied in terms of purpose and is also descriptive-survey in terms of data collection. The customers of appliance stores in Sanandaj were studied as the statistical population of this stud...

Model/School Store Management Guide.

Science.gov (United States)

North Dakota State Board for Vocational Education, Bismarck.

This teacher-coordinator manual assists in planning, organizing, directing, and evaluating student learning experiences associated with either a model store, school store, or combination. (A model store in a marketing laboratory simulates marketing functions; the school store markets merchandise to fellow students, faculty, and/or the public.)…

Design, effectiveness and role of visual merchandising in creating customer appeal

OpenAIRE

Pillai, Rajasekharan; Iqbal, Azmiya; Umer, Habiba; Maqbool, Aisha; Sunil, Namrata

2011-01-01

This study aims to find out how and to what extent outlets incorporate visual merchandising, that appeals to the customers and lead to a potential purchase. The survey method was followed to conduct the study and data were collected through sampling techniques from identified respondents, who were selected through convenient and judgment methods. The major findings in the light of the objectives of this project were that most of the stores need to have attractive window displays, proper store...

The influence of marketing communications on the consumer path to purchase for both online and in-store purchases

OpenAIRE

Pallant, Jason

2017-01-01

This thesis examines the way online browsing and online or in-store purchasing behaviours evolve across the purchases customers make from a brand, and how this is influenced by the marketing communications that customers receive from that brand and its competitors. A sample of customers of three different retail brands are tracked over a two year period, and changes to browsing and purchase behaviour are observed. A model is developed which predicts the way customers are most likely to evolve...

Energy saving effects of wireless sensor networks: a case study of convenience stores in Taiwan.

Science.gov (United States)

Chen, Chih-Sheng; Lee, Da-Sheng

2011-01-01

Wireless sensor network (WSN) technology has been successfully applied to energy saving applications in many places, and plays a significant role in achieving power conservation. However, previous studies do not discuss WSN costs and cost-recovery. The application of WSNs is currently limited to research and laboratory experiments, and not mass industrial production, largely because business owners are unfamiliar with the possible favorable return and cost-recovery on WSN investments. Therefore, this paper focuses on the cost-recovery of WSNs and how to reduce air conditioning energy consumption in convenience stores. The WSN used in this study provides feedback to the gateway and adopts the predicted mean vote (PMV) and computational fluid dynamics (CFD) methods to allow customers to shop in a comfortable yet energy-saving environment. Four convenience stores in Taipei have used the proposed WSN since 2008. In 2008, the experiment was initially designed to optimize air-conditioning for energy saving, but additions to the set-up continued beyond 2008, adding the thermal comfort and crowds peak, off-peak features in 2009 to achieve human-friendly energy savings. Comparison with 2007 data, under the same comfort conditions, shows that the power savings increased by 40% (2008) and 53% (2009), respectively. The cost of the WSN equipment was 500 US dollars. Experimental results, including three years of analysis and calculations, show that the marginal energy conservation benefit of the four convenience stores achieved energy savings of up to 53%, recovering all costs in approximately 5 months. The convenience store group participating in this study was satisfied with the efficiency of energy conservation because of the short cost-recovery period.

What do customers want from improved residential electricity services? Evidence from a choice experiment

International Nuclear Information System (INIS)

Huh, Sung-Yoon; Woo, JongRoul; Lim, Sesil; Lee, Yong-Gil; Kim, Chang Seob

2015-01-01

Improvements in customer satisfaction as well as product/service quality represent a common objective of all businesses, and electricity services are no exception. Using choice experiments and a mixed logit model, this study quantitatively analyzes customers' preferences and their marginal willingness to pay for improved residential electricity services. The study provides an ex ante evaluation of customers' acceptance of hypothetical electricity services. According to the results, customers consider the electricity bill and the electricity mix as the two most important attributes when choosing their electricity services. Customers are willing to pay 2.2% more in the average electricity bill (an additional monthly electricity bill of KRW 1,064; USD 0.96) for a significant increase in the share of renewable energy, which is far less than the actual cost of achieving this renewable target. Therefore, it is better to maintain the current electricity mix in principle, and the renewable share should be gradually expanded instead of making a sudden change in the electricity mix. In addition, customers are willing to pay KRW 6,793 (USD 6.15) more to reduce blackouts once in a year and KRW 64/year (USD 0.06/year) to reduce a minute of each blackout. -- Highlights: •Customers' preferences for improved residential electricity services are analyzed. •Empirical setting is a sample of residents in South Korea. •The electricity bills and electricity mix are important to customers. •Increase in electricity bill of different electricity mix is considered

Determination of the Factors Influencing Store Preference in Erzurum by a Multinomial Logit Model

Directory of Open Access Journals (Sweden)

Hüseyin ÖZER

2008-12-01

Full Text Available The main objective of this study is to determine factors influencing store preference of the store costumers in Erzurum in terms of some characteristics of the store and its product and costumers’ demographic characteristics (sex, age, marital status, level of education and their income level. In order to carry out this objective, Pearson chi-square test is applied to determine whether there is a relationship between the store preference and customer, stores, and some characteristics of products and a multinominal logit model is fitted by stepwise regression method to the cross-section data compiled from a questionnaire applied to 384 store costumers in the center of Erzurum province. According to the model estimation and test results, the variables of marital status (married, education (primary and cheapness (unimportant for Migros; education (middle for Özmar and marital status (married for the other stores are determined as statistically significant at the level of 5 percent

Designing the User Experience for Different User Needs for B2B E-Commerce

OpenAIRE

Conde, Mark

2013-01-01

In today’s world, more and more companies are doing business with one another electronically; this has lead many of these companies to build online web stores for their customers to make business transactions with. Many of these online stores are out of date and/or lack good user research on how to design a web store to meet the demands of their users while creating a good user experience. This thesis provides several conceptual design ideas on how to create a better  user experience that tak...

The Relationship Between Internal Motivation And Customer Satisfaction Of Posthaste Purchase

Directory of Open Access Journals (Sweden)

Farbodsouri

2017-06-01

Full Text Available The purpose of this study is performing an empirical study in the field of marketing in order to examine the relationship between internal motivation and customer satisfaction of posthaste purchase in stores that researcher made model have been used.In this model the relationship between internal motivation and customer satisfaction of posthaste purchase was investigated. To review research sample of 385 customers was selected as a stepwise clustering. Data gathered by standard questionnaire with 21 questions that its validity and reliability was confirmed and distributed among the statistical population. Data analysis was performed using descriptive statistics and inferential statistics. At the level of Descriptive statistics indices such as frequency and frequency percentage were used and in inferential statistics correlation methods structural equation modeling path analysis has been done using the spss and lisrel software. The results of the analysis showing the existence of a significant and positive impact of internal motivation on customer satisfaction of posthaste buying. In general the ability of the Tehran Hyperstar chain store to increase customers satisfaction of posthaste buying must pay special attention to the effective internal motivation of customers the impulsivity the pleasure of shopping fashion involvement personal identity p050.

The case of Amazon.com: towards a conceptual framework of online customer service experience (OCSE) using the Emerging Consensus Technique (ECT)

OpenAIRE

Klaus, Philipp "Phil"

2017-01-01

Purpose – The concept of online customer service experience (OCSE) has recently received great interest from academia and businesses alike. Despite the belief that providing superb online experiences will influence customers' online buying behavior, most of the research focuses solely on the controllable factors of the online experience. Based on its empirical findings, this article proposes a conceptual framework of online customer service experience, which incorporates the individual dimens...

What Motivate Muslim Consumer to Patronage Islamic Based–Retail Store?

OpenAIRE

Fauzi, Waida Irani Mohd; Muhammad, Nazlida; Mokhtar, Sany Sanuri Mohd; Yusoff, Rushamie Zain

2016-01-01

There is a significant trend among Muslim consumers in reverting to Islamic way of life. The phenomenon somehow affected the Malaysian retail industry with specialty Islamic stores mushrooming, and retailers customizing retail elements to win the Muslim consumers segment. As the mainstream studies on retailing acknowledges the adaptation of retail elements to suit consumers’ segment, there are less report on customizing retail elements to religious consumer group such as Muslim consumers’ seg...

Customer Engagement Behavior in the Context of Continuous Service Relationships

DEFF Research Database (Denmark)

Haurum, Helle

are sometimes inconsistent and follows not necessarily pre-figured sequences. Customers’ CEB manifestations co-exist with the experiences customers have in their service relationships. CEB is sometimes manifested by customers to re-experience, reinforce or challenge what the customer is currently / has been...... experiencing. CEB is as well sometimes embedded in the service relationship to a degree, where customers’ experiences and CEB become deeply intertwined or even become one and same construct, and sometimes is a CEB manifestation a consequence of a certain customer experience. CEB has changed the service...... intended by the firm. This might be the reality of ‘the new service relationship’. These obvious managerial challenges are best solved by the firm, when the firm adopts a customer-centric approach and understands which situation(s) their customers are most frequently in (revolving around the firm...

Peranan Keterlibatan Dalam Memprediksi Perilaku Loyalitas Konsumen Pada Private Store Apparel Brands Di Banjarmasin

Directory of Open Access Journals (Sweden)

Nuril Huda

2016-04-01

Full Text Available Private  store  brands  as  retail  market  conspicuous  presence  of  other  store brands. Advances in technology have changed the taste and preferences of the customers choice. What is perceived consumer can signifi cantly increase brand loyalty  as  a  result  of  the  marketing  strategy.  This  study  aims  to  identify  the profi le of the customer based on demographic variables, determine the factors that  infl uence  purchasing  decisions  clothing  brand,  know  the  factors  that infl uence brand loyalty engagement, and perceptual mapping user customers based  products  and  factors  involved.  The  analytical  tool  used  is  the  Factor Analysis and Biplot. The results showed that the profi le of the customer private brands of apparel stores include male sex, age of respondents 20-29 years, not married,  have  no  children,  educated  Bachelor,  income  Rp.2.000.000  ,  -  until Rp2.999.999 , - . The structure of the factors that infl uence the purchase decision is personality, reference groups and families. While the most dominant factor is personality. Structure factors involved in predicting behavior and brand loyalty is a sign of risk importance, risk probability, pleasure , interest , and pleasure and risk probability . While the most dominant is the sign and risk importance. Customers are middle-income, unemployed self-employed , and private sector employees as well as highly educated close to all the factors that form factor . Keywords :involvement, brand loyalty, private store apparel brands

Preferred Healthy Food Nudges, Food Store Environments, and Customer Dietary Practices in 2 Low-Income Southern Communities.

Science.gov (United States)

Jilcott Pitts, Stephanie B; Wu, Qiang; Sharpe, Patricia A; Rafferty, Ann P; Elbel, Brian; Ammerman, Alice S; Payne, Collin R; Hopping, Beth N; McGuirt, Jared T; Wall-Bassett, Elizabeth D

To examine how food store environments can promote healthful eating, including (1) preferences for a variety of behavioral economics strategies to promote healthful food purchases, and (2) the cross-sectional association between the primary food store where participants reported shopping, dietary behaviors, and body mass index. Intercept survey participants (n = 342) from 2 midsized eastern North Carolina communities completed questionnaires regarding preferred behavioral economics strategies, the primary food store at which they shopped, and consumption of fruits, vegetables, and sugary beverages. Frequently selected behavioral economic strategies included: (1) a token and reward system for fruit and vegetable purchases; and (2) price discounts on healthful foods and beverages. There was a significant association between the primary food store and consumption of fruits and vegetables (P = .005) and sugary beverages (P = .02). Future studies should examine associations between elements of the in-store food environment, purchases, and consumption. Copyright © 2016 Society for Nutrition Education and Behavior. Published by Elsevier Inc. All rights reserved.

A conjoint choice experiment to study attributes related to the selection of stores in shopping centres

NARCIS (Netherlands)

Oppewal, H.; Louviere, J.J.; Timmermans, H.J.P.; Chias, J.; Sureda, J.

1993-01-01

This paper first reviews approaches to modeHing consumer choice of shopping destination and argues that models typically have included only few attributes related to the selection or variety of stores in a shopping centre. Next a conjoint choice experiment is described in which profiles of

Customized Dictionary Learning for Subdatasets with Fine Granularity

Directory of Open Access Journals (Sweden)

Lei Ye

2016-01-01

Full Text Available Sparse models have a wide range of applications in machine learning and computer vision. Using a learned dictionary instead of an “off-the-shelf” one can dramatically improve performance on a particular dataset. However, learning a new one for each subdataset (subject with fine granularity may be unwarranted or impractical, due to restricted availability subdataset samples and tremendous numbers of subjects. To remedy this, we consider the dictionary customization problem, that is, specializing an existing global dictionary corresponding to the total dataset, with the aid of auxiliary samples obtained from the target subdataset. Inspired by observation and then deduced from theoretical analysis, a regularizer is employed penalizing the difference between the global and the customized dictionary. By minimizing the sum of reconstruction errors of the above regularizer under sparsity constraints, we exploit the characteristics of the target subdataset contained in the auxiliary samples while maintaining the basic sketches stored in the global dictionary. An efficient algorithm is presented and validated with experiments on real-world data.

How to acquire customers on the Web.

Science.gov (United States)

Hoffman, D L; Novak, T P

2000-01-01

Most retailers on the Web spend more to acquire customers than they will ever get back in revenue from them. Many think that sky-high spending on marketing is necessary to stake out their share of Internet space. But is it really? How do retailers know how much to pay? Consider CDnow, which has developed a multifaceted customer-acquisition strategy that reflects a clear understanding of the economics of an on-line business. At the heart of its strategy is affiliate marketing, a concept the company pioneered. Under its BuyWeb program, anyone can put a link to CDnow on his or her Web site, and if a customer uses that link to arrive at CDnow and make a purchase, the referring site owner gets a percentage of the sale. CDnow pays no money if no sale is made, which makes the marketing program completely efficient. But CDnow didn't stop there. Being a Web store, it had complete data on the number of visitors to its site and what they bought, which it used to work out the lifetime value of an average customer. CDnow used that figure to determine how much to wager on the expensive and risky world of traditional advertising to reach a wider audience that wasn't already on-line. CDnow's experience, still a work in progress, contradicts John Wanamaker's oft-quoted lament: "I know half the money I spend on advertising is wasted, but I can never find out which half." As the CDnow example demonstrates, there is a way to find out which half really works.

ICPP custom dissolver explosion recovery

International Nuclear Information System (INIS)

Demmer, R.; Hawk, R.

1992-01-01

This paper discusses the recovery from the February 9, 1991, small scale explosion in a custom processing dissolver at the Idaho Chemical Processing Plant (ICPP) a Department of Energy facility at the Idaho National Engineering Laboratory. The custom processing facility is a limited production area designed to recover unirradiated uranium fuel. A small amount of the nuclear material received and stored at the ICPP is unique and incompatible with the major head end dissolution processes. Custom processing is a small scale dissolution facility for processing these materials in an economical fashion in the CPP-627 hot chemistry laboratory. Two glass dissolvers were contained in a large walk in hood area. Utilities for dissolution and connections to the major ICPP uranium separation facility were provided. The fuel processing operations during this campaign involved dissolving uranium metal, uranium oxides, and uranium/fissium alloy in nitric acid

Alcohol brief intervention in community pharmacies: a feasibility study of outcomes and customer experiences.

Science.gov (United States)

Khan, Natasha S; Norman, Ian J; Dhital, Ranjita; McCrone, Paul; Milligan, Peter; Whittlesea, Cate M

2013-12-01

Studies indicate that community pharmacy-based alcohol brief intervention (BI) is feasible. However, few studies report significant reductions in post-BI alcohol consumption and customer experience. Cost-effectiveness has not been previously examined. This 5 month study adopted a single group pre- and post-experimental design to: (1) assess uptake of the community pharmacy alcohol BI service; (2) establish post-BI changes in alcohol consumption for hazardous drinkers; (3) report the acceptability of the service to customers who received it; and (4) undertake a preliminary economic evaluation of the service through establishing whether pharmacy-based alcohol BI affected health and social care costs, including lost employment costs, and whether it was cost-effective. 26 community pharmacies in south London, UK. Trained pharmacists used the AUDIT-C and a retrospective 7-day Drinking Diary to identify risky drinkers and inform feedback and advice. Harmful drinkers were referred to their general practitioner and/or specialist alcohol services. A confidential service feedback questionnaire was completed by alcohol BI recipients. Baseline and 3-month follow-up telephone interviews were conducted with hazardous and low risk drinkers to assess post-BI alcohol use change and service cost-effectiveness. AUDIT-C, 7-day alcohol unit consumption, drinking days, cost utilisation data. Of the 663 eligible customers offered alcohol BI, 141 (21 %) took up the service. Three-quarters of customers were identified as risky drinkers. Follow-up interviews were conducted with 61 hazardous/low risk drinkers (response rate = 58 %). Hazardous drinkers were found to significantly reduce their 7-day alcohol unit consumption and drinking days, but not AUDIT-C scores. The majority of harmful drinkers (91 %, n = 10) who were contactable post-BI had accessed further alcohol related services. Customer feedback was generally positive. Over 75 % of customers would recommend the service to others. The

Investigate The Relationship Between Brand Equity Brand Loyalty And Customer Satisfaction

OpenAIRE

Farbod Souri

2017-01-01

The purpose of this study conducted an empirical study in the field of marketing in order to investigate the relationship between brand equity brand loyalty and customer satisfaction in Refah stores in which Nam and colleagues model 2011 have been used. In this model the relationship between brand equity and brand loyalty and customer satisfaction is evaluated. To review research a sample of 384 customers was selected as a stepwise clustering. Data gathered by standard questionnaire with 23 q...

Propagating separable equalities in an MDD store

DEFF Research Database (Denmark)

Hadzic, Tarik; Hooker, John N.; Tiedemann, Peter

2008-01-01

We present a propagator that achieves MDD consistency for a separable equality over an MDD (multivalued decision diagram) store in pseudo-polynomial time. We integrate the propagator into a constraint solver based on an MDD store introduced in [1]. Our experiments show that the new propagator pro...... provides substantial computational advantage over propagation of two inequality constraints, and that the advantage increases when the maximum width of the MDD store increases....

Quantitative analytical hierarchy process to marketing store location selection

OpenAIRE

Harwati; Utami Intan

2018-01-01

The selection of Store to market the product is belong to Multi Criteria Decision Making problem. The criteria used have conflict of interest with each other to produce an optimal location. This research uses four important criteria to select new location of marketing store appropriate with the references: distance to location, competition level with competitor, number of potential customer, and location rent cost. Quantitative data is used to determine the optimum location with AHP method. Q...

When fellow customers behave badly: Witness reactions to employee mistreatment by customers.

Science.gov (United States)

Hershcovis, M Sandy; Bhatnagar, Namita

2017-11-01

In 3 experiments, we examined how customers react after witnessing a fellow customer mistreat an employee. Drawing on the deontic model of justice, we argue that customer mistreatment of employees leads witnesses (i.e., other customers) to leave larger tips, engage in supportive employee-directed behaviors, and evaluate employees more positively (Studies 1 and 2). We also theorize that witnesses develop less positive treatment intentions and more negative retaliatory intentions toward perpetrators, with anger and empathy acting as parallel mediators of our perpetrator- and target-directed outcomes, respectively. In Study 1, we conducted a field experiment that examined real customers' target-directed reactions to witnessed mistreatment in the context of a fast-food restaurant. In Study 2, we replicated Study 1 findings in an online vignette experiment, and extended it by examining more severe mistreatment and perpetrator-directed responses. In Study 3, we demonstrated that employees who respond to mistreatment uncivilly are significantly less likely to receive the positive outcomes found in Studies 1 and 2 than those who respond neutrally. We discuss the implications of our findings for theory and practice. (PsycINFO Database Record (c) 2017 APA, all rights reserved).

Customer/User Workshops in Product development

DEFF Research Database (Denmark)

Brandt, Eva; Binder, Thomas

1997-01-01

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

First Nuclear Reaction Experiment with Stored Radioactive 56Ni Beam and Internal Hydrogen and Helium Targets

NARCIS (Netherlands)

Egelhof, P.; Bagchi, Soumya; Csatlós, M.; Dillmann, I.; Dimopoulou, C.; Furuno, T; Geissel, H.; Gernhauser, R.; Kalantar-Nayestanaki, Nasser; Kuilman, M.; Mahjour-Shafiei, M.; Najafi, M.A.; Rigollet, C.; Streicher, B.

2014-01-01

The investigation of light-ion induced direct reactions using stored and cooled radioactive beams, interacting with internal targets of storage rings, can lead to substantial advantages over external target experiments, in particular for direct reaction experiments in inverse kinematics at very low

The Rationale behind Small Food Store Interventions in Low-Income Urban Neighborhoods: Insights from New Orleans1–3

Science.gov (United States)

Bodor, J. Nicholas; Ulmer, Vanessa M.; Futrell Dunaway, Lauren; Farley, Thomas A.; Rose, Donald

2010-01-01

Environmental approaches to the obesity problem in the US have garnered favor due to growing evidence that changes to the environment are at the root of the epidemic. Low-income urban neighborhoods, where obesity rates are disproportionately high, typically lack supermarkets yet have a high density of small food stores. This may increase the risk for unhealthy diets and obesity for neighborhood residents, because small stores carry mostly energy-dense foods and few fruits and vegetables. This paper pulls together various studies and pilot work conducted in New Orleans to explore the rationale behind small store interventions. Many low-income residents in New Orleans live within walking distance of small food stores and shop at them frequently. Marketing research has documented that changes to in-store shelf space and displays of specific foods affect the sales of these foods. Initiatives in New Orleans and elsewhere have demonstrated some success with improving healthy food availability in small stores, and an intercept survey of customers at small stores suggests that customers would purchase more fruits and vegetables if available. Efforts to encourage small store operators to offer a healthier mix of foods may, in the end, depend on the profitability of such changes. Evidence from a typical small store in New Orleans indicates that a greater percentage of gross profits come from snack foods and beverages than from fruits and vegetables. More research is needed to better understand the financial operations of small food stores and whether altering the mix of foods is economically feasible. PMID:20410086

The Multilevel Nature of Customer Experience Research: An Integrative Review and Research Agenda

NARCIS (Netherlands)

Kranzbuhler, A.M.; Kleijnen, M.H.P.; Morgan, Robert; Teerling, Marije

2017-01-01

Over the last three decades, customer experience (CE) has developed from a burgeoning concept to a widely recognized phenomenon in terms of both research and practice. To account for the complexity of consumption decisions, the CE literature encompasses both the rational information processing

Effects of Perceived Trust and Perceived Price on Customers’ Intention to Buy in Online Store in Indonesia

Directory of Open Access Journals (Sweden)

Ricky Setiawan

2012-06-01

Full Text Available Price and trust are important factors that influence customer purchasing decision in online shopping. However, the synergy of these two factors in customer intention to buy still needs to get higher attention. This paper examines the relative influence of perceived trust and perceived price on customers intention to buy, both for customers who have bought item from the store (repeat customers and who have not (potential customers, and examines whether a difference exists on the strength of influence of price and trust to purchase intention in those groups. Data are analyzed with the multiple group analysis structural equation modeling, comparing the repeat customers and potential customers. The results of this paper reveal that there is no significant difference of effect between perceived trust and perceived price on intention to buy between potential and repeat customers and that perceived trust exerts a stronger effect than perceived price on purchase intentions for both potential and repeat customers of an online vendor. This paper also reveals that while perceived trust exerts a positive influence, perceived price exerts a negative influence on both perceived value and intention to buy.

Customer Showrooming Behavior and the Effect on Salesperson Performance

OpenAIRE

Isabelle Sarah Astari; Juanna Judith Huliselan; Martinus Tjhia Tjen Jong

2017-01-01

Indonesia has become the biggest market for e-commerce as it has 250 million inhabitants. Growth of internet and online shopping has made retailers expand their businesses via smartphones. Shopping channels via the internet has given customers another channel to get information and buy products without visiting brick-and-mortar stores. This channel multiplicity potentially leads customers to do showrooming. In this research, showrooming in Indonesia will be explored with sunglasses as the res...

The Student-Customer Orientation Questionnaire (SCOQ): Application of Customer Metaphor to Higher Education

Science.gov (United States)

Koris, Riina; Nokelainen, Petri

2015-01-01

Purpose: The purpose of this paper is to study Bayesian dependency modelling (BDM) to validate the model of educational experiences and the student-customer orientation questionnaire (SCOQ), and to identify the categories of educatonal experience in which students expect a higher educational institutions (HEI) to be student-customer oriented.…

A scalable new mechanism to store and serve the ATLAS detector description through a REST web API

CERN Document Server

Bianchi, Riccardo-Maria; The ATLAS collaboration

2017-01-01

Until now, geometry information for the detector description of HEP experiments was only stored in online relational databases integrated in the experiments’ frameworks or described in files with text-based markup languages. In all cases, to build and store the detector description, a full software stack was needed. In this paper we present a new and scalable mechanism to store the geometry data and to serve the detector description data through a REST web-based API. This new approach decouples the geometry information from the experiment’s framework. Moreover, it provides new functionalities to users, who can now search for specific volumes and get partial detector description, or filter geometry data based on custom criteria. We present two approaches to build a REST API to serve geometry data, based on two different technologies used in other fields and communities: the search engine ElasticSearch and the graph database Neo4j. We describe their characteristics and we compare them using real-world usage...

A scalable new mechanism to store and serve the ATLAS detector description through a REST web API

CERN Document Server

Bianchi, Riccardo-Maria; The ATLAS collaboration

2017-01-01

Until now, geometry information for the detector description of HEP experiments was only stored in online relational databases integrated into the experiments’ frameworks or described in files with text-based markup languages. In all cases, to build and store the detector description, a full software stack was needed. In this paper, we present a new and scalable mechanism to store the geometry data and to serve the detector description data through a web interface and a REST API. This new approach decouples the geometry information from the experiment’s framework. Moreover, it provides new functionalities to users, who can now search for specific volumes and get partial detector description, or filter geometry data based on custom criteria. We present two approaches to build a REST API to serve geometry data, based on two different technologies used in other fields and communities: the search engine ElasticSearch and the graph database Neo4j. We describe their characteristics and we compare them using rea...

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...

Retailer-Led Sugar-Sweetened Beverage Price Increase Reduces Purchases in a Hospital Convenience Store in Melbourne, Australia: A Mixed Methods Evaluation.

Science.gov (United States)

Blake, Miranda R; Peeters, Anna; Lancsar, Emily; Boelsen-Robinson, Tara; Corben, Kirstan; Stevenson, Christopher E; Palermo, Claire; Backholer, Kathryn

2018-06-01

Limited evidence has been gathered on the real-world impact of sugar-sweetened beverage price changes on purchasing behavior over time or in community-retail settings. Our aim was to determine changes in beverage purchases, business outcomes, and customer and retailer satisfaction associated with a retailer-led sugar-sweetened beverage price increase in a convenience store. We hypothesized that purchases of less-healthy beverages would decrease compared to predicted sales. A convergent parallel mixed methods design complemented sales data (122 weeks pre-intervention, 17 weeks during intervention) with stakeholder interviews and customer surveys. Electronic beverage sales data were collected from a convenience store in Melbourne, Australia (August through November 2015). Convenience store staff completed semi-structured interviews (n=4) and adult customers exiting the store completed surveys (n=352). Beverages were classified using a state government framework. Prices of "red" beverages (eg, nondiet soft drinks, energy drinks) increased by 20%. Prices of "amber" (eg, diet soft drinks, small pure fruit juices) and "green" beverages (eg, water) were unchanged. Changes in beverage volume, item sales, and revenue during the intervention were compared with predicted sales. Sales data were analyzed using time series segmented regression while controlling for pre-intervention trends, autocorrelation in sales data, and seasonal fluctuations. Beverage volume sales of red (-27.6%; 95% CI -32.2 to -23.0) and amber (-26.7%; 95% CI -39.3 to -16.0) decreased, and volume of green beverages increased (+26.9%; 95% CI +14.1 to +39.7) in the 17th intervention week compared with predicted sales. Store manager and staff considered the intervention business-neutral, despite a small reduction in beverage revenue. Fifteen percent of customers noticed the price difference and 61% supported the intervention. A 20% sugar-sweetened beverage price increase was associated with a reduction

The impact of parameters of store illumination on food shopper response.

Science.gov (United States)

Berčík, Jakub; Horská, Elena; Wang, Regina W Y; Chen, Ying-Chun

2016-11-01

Customer behavior in sales areas is strongly influenced by the perception of surroundings and feelings of well-being. By using dynamic retail solutions of basic, accent and dramatic lighting it is possible to attract attention, create a unique in-store environment and give customers a reason to stay and return to the store. The simplest and also the most successful method to reach customer attention in food selection (buying) process is through eye-catchingly illuminated visuals of products. Visual senses has evolved to top ranks in the sensory hierarchy, therefore visual stimuli have a tendency to overcome all other senses. The paper deals with a comprehensive interdisciplinary research of the influence of light and color on the emotional state of consumers (valence) on the food market. It integrates the measurement of light intensity, color temperature or emitted color spectrum in grocery stores, recognition of emotional response and the time of its occurrence among respondents due to different lighting types and color in simulated laboratory conditions. The research is focused on accent lighting in the segment of fresh unpackaged food. Using a mobile 16-channel electroencephalograph (EEG equipment) from EPOC company and a mini camera we observed the response time and the emotional status (valence), in order to reveal true consumer preferences in different lighting conditions (color temperature and color rendering index) and their non-traditional color (yellow, purple, red, blue and green) for the selected food type. The paper suggests possibilities for rational combination of the effective, efficient and energy-saving accent lighting, by which the retailer can achieve not only an eye-catching and attractive presentation of merchandised products, but also significant savings within operating their stores. Copyright © 2016 Elsevier Ltd. All rights reserved.

Point-of-purchase health information encourages customers to purchase vegetables: objective analysis by using a point-of-sales system.

Science.gov (United States)

Ogawa, Yoshiko; Tanabe, Naohito; Honda, Akiko; Azuma, Tomoko; Seki, Nao; Suzuki, Tsubasa; Suzuki, Hiroshi

2011-07-01

Point-of-purchase (POP) information at food stores could help promote healthy dietary habits. However, it has been difficult to evaluate the effects of such intervention on customers' behavior. We objectively evaluated the usefulness of POP health information for vegetables in the modification of customers' purchasing behavior by using the database of a point-of-sales (POS) system. Two supermarket stores belonging to the same chain were assigned as the intervention store (store I) and control store (store C). POP health information for vegetables was presented in store I for 60 days. The percent increase in daily sales of vegetables over the sales on the same date of the previous year was compared between the stores by using the database of the POS system, adjusting for the change in monthly visitors from the previous year (adjusted ∆sales). The adjusted ∆sales significantly increased during the intervention period (Spearman's ρ = 0.258, P for trend = 0.006) at store I but did not increase at store C (ρ = -0.037, P for trend = 0.728). The growth of the mean adjusted ∆sales of total vegetables from 30 days before the intervention period through the latter half of the intervention period was estimated to be greater at store I than at store C by 18.7 percentage points (95% confidence interval 1.6-35.9). Health-related POP information for vegetables in supermarkets can encourage customers to purchase and, probably, consume vegetables.

Online purchase intentions: A multi-channel store image perspective

NARCIS (Netherlands)

Verhagen, T.; van Dolen, W.

2009-01-01

The advantages of the bricks-and-clicks retail format in the battle for the online customer has been widely discussed but empirical research on it has been limited. We applied a multi-channel store image perspective to assess its influence on online purchase intentions. Drawing on a sample of 630

Customer experiences and return patronage in airport hotels: Evidence from OR Tambo International Airport, South Africa

Directory of Open Access Journals (Sweden)

Oswald Mhlanga

2018-05-01

Contribution/value-add: To the best of the researchers’ knowledge, this study is a first attempt to determine customer experiences and return patronage in hotels at or near airports in South Africa. The results could help airport hotels to gain a competitive advantage over other hotel categories.

Real-time video analysis for retail stores

Science.gov (United States)

Hassan, Ehtesham; Maurya, Avinash K.

2015-03-01

With the advancement in video processing technologies, we can capture subtle human responses in a retail store environment which play decisive role in the store management. In this paper, we present a novel surveillance video based analytic system for retail stores targeting localized and global traffic estimate. Development of an intelligent system for human traffic estimation in real-life poses a challenging problem because of the variation and noise involved. In this direction, we begin with a novel human tracking system by an intelligent combination of motion based and image level object detection. We demonstrate the initial evaluation of this approach on available standard dataset yielding promising result. Exact traffic estimate in a retail store require correct separation of customers from service providers. We present a role based human classification framework using Gaussian mixture model for this task. A novel feature descriptor named graded colour histogram is defined for object representation. Using, our role based human classification and tracking system, we have defined a novel computationally efficient framework for two types of analytics generation i.e., region specific people count and dwell-time estimation. This system has been extensively evaluated and tested on four hours of real-life video captured from a retail store.

Energy stored in irradiated NaCl

International Nuclear Information System (INIS)

Lidiard, A.B.

1979-01-01

Recently reported measurements of the energy stored in heavily irradiated NaCl are reviewed in the light of recent understanding of radiation-damage processes in this material. It is shown that, in the ranges of temperatures and dose rates of these experiments, the F-centres produced by the irradiation are retained principally in the form of colloids: the stored energy is thus a direct measure of the number of F-centres retained in this form. Comparison of these results with the prediction of the recently proposed theory of colloid growth shows that the predictions of the dependence of colloid growth rates upon temperature and dose rate are qualitatively correct. The dependence of stored energy dose, however, appears to require the inclusion of a thermally activated back-reaction and possible modifications to the theory are briefly discussed. However, further experiments in this range of temperatures and dose rates are necessary for more quantitative tests of the theory. This reconsideration of the data does not alter the broad conclusion as to the relative insignificance of stored energy in a natural salt formation used as a radioactive waste repository, although more extensive measurements permitting a more exact test of theory would allow better predictions to be made for such applications. (author)

Senior's lifestyle and their store choice

Directory of Open Access Journals (Sweden)

Lesakova Dagmar

2014-01-01

Full Text Available To attract and retain customers, an understanding of their motives and reasons for selecting particular food and grocery store is needed. This is of particular importance in the growing segment of seniors. The size of the senior's market demands a better understanding of the older consumer. The aim of our study is to identify psychographic characteristics of the elderly consumer, and to indicate the lifestyle groups and the relationship between these groups and retail store attributes. Differences in the motives for patronizing specific food stores are analyzed for lifestyle groups. We use the lifestyle as a segmentation variable in the diverse population of seniors for the reason, that the lifestyle of the elderly provides more valuable information than chronological age alone. This information can be used by retailers to improve marketing strategies in order to appeal to a target group of senior shoppers. Empirical research is based on a self-administrated questionnaire aimed on the identification of the lifestyle characteristics and retail store attributes of the consumers in 65+ age, used for the choice of food purchasing retail stores. Lifestyles characteristics were measured by the respondents activities, interests and opinions (AIO. The results of the research indicate that there are differences among the lifestyle groups with significant differences in attitudes towards quality of products or internal store environment. Our research demonstrates the value of psychographic information over age alone regarding the patronage factors in store selection. Our study is a part of the research project VEGA 1/0612/12 'Determinants of the size, structure and tendences in the individual consumption of seniors'.

ANTESEDEN CUSTOMER SATISFACTION DAN DAMPAKNYA PADA PURCHASE INTENTION

Directory of Open Access Journals (Sweden)

Jonathan Banjarnahor

2018-02-01

Full Text Available This research analyzed the effects of service quality and customer experience to customer satisfaction and its impact on purchase intention of costumer internet services in West Jakarta. This research used hypothesis testing as a research design. The primary data were obtained through questionnaire distributed to 180 respondents who should be users of internet services from Telkomsel, Telkomsel Grapari West Jakarta. Data was anlyzed by Structural Equation Method (SEM. The results showed there were positives service qualities and customer experience effects to customer satisfaction. There were positive customer satisfaction effects to purchase intention. There were positive effects of service quality and customer experience to purchase intention. Implications for managers are to increase purchase intention through fulfilled customer satisfaction led from good service quality and customer experience. For reasearch, it can be done in other service providers and by adding extra variables, such as coporate image and brand trust.

Practical choices for infobutton customization: experience from four sites.

Science.gov (United States)

Cimino, James J; Overby, Casey L; Devine, Emily B; Hulse, Nathan C; Jing, Xia; Maviglia, Saverio M; Del Fiol, Guilherme

2013-01-01

Context-aware links between electronic health records (EHRs) and online knowledge resources, commonly called "infobuttons" are being used increasingly as part of EHR "meaningful use" requirements. While an HL7 standard exists for specifying how the links should be constructed, there is no guidance on what links to construct. Collectively, the authors manage four infobutton systems that serve 16 institutions. The purpose of this paper is to publish our experience with linking various resources and specifying particular criteria that can be used by infobutton managers to select resources that are most relevant for a given situation. This experience can be used directly by those wishing to customize their own EHRs, for example by using the OpenInfobutton infobutton manager and its configuration tool, the Librarian Infobutton Tailoring Environment.

FY 2002 Customer Satisfaction Survey Report

National Research Council Canada - National Science Library

2002-01-01

.... In addition, the survey queried customers in six areas: Customer Service Experiences, Global Customer Service Performance, DTIC Products and Services, DTIC Online Services, User Demographics, Communication/Access and Information Requirements...

Exploring the Relationships among Service Quality, Satisfaction, Trust and Store Loyalty among Retail Customers

Directory of Open Access Journals (Sweden)

Çerri Shpëtim

2012-12-01

Full Text Available The purpose of the study is to investigate the relationships among service quality, satisfaction, trust, and store loyalty in a retailing context. All these variables have considerable importance on store performance, measured by financial indicators or market ones. The data were collected from a sample of 258 students at two universities in Albania, during the first quarter of 2012. The items included in the survey measured the variables of the study as well as demographic characteristics of the sample. Confirmatory factor analysis (CFA and structural equation modeling (SEM were used to evaluate the hypotheses regarding relationships among model constructs. All the hypotheses developed in the study were positively confirmed, reinforcing the theory and previous research on this field. The study also reveals interesting implications in service quality, satisfaction, trust, and store loyalty, useful to both academics and practitioners. Managers will find this research helpful in better understanding these variables and their roles on their companies’ performance.

Personalized Information Management by Online Stores in 4C Model. Case Study

Directory of Open Access Journals (Sweden)

Kubicka Anna

2016-01-01

Full Text Available The increasing complexity of the business environment, growing knowledge requirements, development of information technologies, and competitiveness implies the need of implementation of information management systems. Moreover, welter of information about online customers, their individual behavior, and their expectations force entrepreneurs to manage information in a personalized way. Monitoring Internet users behavior, creating their profiles (based on data about age, sex, lifestyle, interests, family, work, etc., and controlling current traffic on the Web site give wide range of possibilities in creating a real model of potential customers preference and using it in online communication. This study concentrates on possibilities of using personalized communication in the information management by online stores in 4C model.

In-Store Experimental Approach to Pricing and Consumer Behavior

Science.gov (United States)

Sigurdsson, Valdimar; Foxall, Gordon; Saevarsson, Hugi

2010-01-01

This study assessed how, and to what extent, it is possible to use behavioral experimentation and relative sales analysis to study the effects of price on consumers' brand choices in the store environment. An in-store experiment was performed in four stores to investigate the effects of different prices of a target brand on consumers' relative…

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...

Decision support for customers in electronic environments

Directory of Open Access Journals (Sweden)

František Dařena

2011-01-01

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

Customer service in appliance sales departments of selected ...

African Journals Online (AJOL)

Store managers firstly judged tangible evidence of the service offering in their own stores; consumers' perception of the service quality (N=296) in retail stores was subsequently investigated immediately after closure of a sales deal; and salespeople's recommendations (based on their personal experience) to augment the ...

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

Science.gov (United States)

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

2010-04-01

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

Personal data disclosure and data breaches: the customer's viewpoint

OpenAIRE

D'Acquisto, Giuseppe; Naldi, Maurizio; Italiano, Giuseppe F.

2012-01-01

Every time the customer (individual or company) has to release personal information to its service provider (e.g., an online store or a cloud computing provider), it faces a trade-off between the benefits gained (enhanced or cheaper services) and the risks it incurs (identity theft and fraudulent uses). The amount of personal information released is the major decision variable in that trade-off problem, and has a proxy in the maximum loss the customer may incur. We find the conditions for a u...

Experiences of Vulnerable Residential Customer Subpopulations with Critical Peak Pricing

Energy Technology Data Exchange (ETDEWEB)

Cappers, Peter [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Spurlock, C. Anna [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Todd, Annika [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Jin, Ling [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States)

2017-04-13

DOE decided to co-fund ten utilities to undertake eleven experimentally-designed Consumer Behavior Studies (CBS) that proposed to examine a wide range of the topics of interest to the electric utility industry. Each chosen utility was to design, implement and evaluate their own study in order to address questions of interest both to itself and to its applicable regulatory authority, whose approval was generally necessary for the study to proceed. The DOE Office of Energy Delivery and Electricity Reliability (OE), however, did set guidelines, both in the FOA and subsequently during the contracting period, for what would constitute an acceptable study under the Grant. To assist in ensuring these guidelines were adhered to, OE requested that LBNL act as project manager for these Consumer Behavior Studies to achieve consistency of experimental design and adherence to data collection and reporting protocols across the ten utilities. As part of its role, LBNL formed technical advisory groups (TAG) to separately assist each of the utilities by providing technical assistance in all aspects of the design, implementation and evaluation of their studies. LBNL was also given a unique opportunity to perform a comprehensive, cross-study analysis that uses the customer-level interval meter and demographic data made available by these utilities due to SGIG-imposed reporting requirements, in order to analyze critical policy issues associated with AMI-enabled rates and control/information technology. LBNL will publish the results of these analyses in a series of research reports, of which this is one, that attempt to address critical policy issues relating to a variety of topics including customer acceptance, retention and load response to time-based rates and various forms of enabling control and information technologies. This report extends the existing empirical literature on the experiences of low-income customers exposed to critical peak pricing, and provides the first glimpses

Old dogs are great at new tricks: column stores for ir prototyping

NARCIS (Netherlands)

H.F. Mühleisen (Hannes); T. Samar (Thaer); J.J.P. Lin (Jimmy); A.P. de Vries (Arjen)

2014-01-01

htmlabstractWe make the suggestion that instead of implementing custom index structures and query evaluation algorithms, IR researchers should simply store document representations in a column-oriented relational database and implement ranking models using SQL. For rapid prototyping, this is

RURAL CUSTOMER SATISFACTION TOWARDS ONLINE SHOPPING IN POLLACHI TALUK

OpenAIRE

K. Jayaprakash; A. Pavithra

2017-01-01

Online shopping is a recent phenomenon in electronic commerce and its definitely going to be the future of shopping in the world. It is user friendly compare to in store shopping because consumers can just complete his requirements just with a click of mouse without leaving their home. In the present work, the researcher intended to analyze the most preferred online shopping website, factors influencing the rural customers towards online shopping and to analyze the level satisfaction of the ...

RETAIL STORE DESIGN AND ENVIRONMENT AS BRANDING SUPPORT IN THE SERVICES MARKETING

Directory of Open Access Journals (Sweden)

Tudor NISTORESCU

2008-01-01

Full Text Available The services are intangibles, therefore their quality is difficult to be evaluatedby the client and building a strong brand image is a challenging task. Theservices are distributed using diverse channels such as: company retailstores, dealers, franchise. The service companies are interested in theenvironment of the location, not only to increase sells but also in order toboost the image of the company. The excitement that a retail store induces toa client can modify the perception of the brand. The client values more abrand that distributes its services in a luxury, high-tech retail environmentthan a discount store. In this paper we intended to investigate the techniquesthat a service company is using to enhance the brand image in a retaillocation. For this purpose, the various aspects of the retail store design andenvironment were analyzed in connection with the customer-based brandequity model. This original association will offer the services companies’ newperspectives on how to leverage brand image.

STORE IN STORE FRANCHISING STRATEGY: THE TREND IN FRANCHISING NEGOTIATION

OpenAIRE

Rosado-Serrano, Alexander; Universidad de Puerto Rico

2016-01-01

The literature on franchising has traditionally focused on the effects and transformation it has promoted in the service sector, retailing, restaurants, hotels and other service-related industries. Store within a store research has been focused on the perspective of the manufacturer entering department stores. To date, little research has been carried out for the store in store strategy from the franchising perspective. This paper explores why big box retailers such as Walmart are adopting th...

Quantitative analytical hierarchy process to marketing store location selection

Directory of Open Access Journals (Sweden)

Harwati

2018-01-01

Full Text Available The selection of Store to market the product is belong to Multi Criteria Decision Making problem. The criteria used have conflict of interest with each other to produce an optimal location. This research uses four important criteria to select new location of marketing store appropriate with the references: distance to location, competition level with competitor, number of potential customer, and location rent cost. Quantitative data is used to determine the optimum location with AHP method. Quantitative data are preferred to avoid inconsistency when using expert opinion. The AHP result optimum location among three alternatives places.

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...

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

Science.gov (United States)

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

2010-01-01

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

How about integration: the impact of online activities on store satisfaction and loyalty

OpenAIRE

Teerling, Marije L.

2004-01-01

Although there has been widespread support for the concept of integrating the Internet with other channels, relatively little empirical research has been conducted in this area. This paper examines the effects of integrated online activities on customer perceptions, i.e., satisfaction and loyalty, as well as customer behavior, i.e., purchases. As this study focuses on a nontransaction site, the purchases only take place in the store. Through structural equation modeling, we test a model that ...

APLIKASI PEMBAYARAN MENGGUNAKAN KARTU ISI ULANG (STUDI KASUS: STORE UNIVERSITAS KLABAT

Directory of Open Access Journals (Sweden)

Oktoverano Lengkong

2016-09-01

Full Text Available Store Universitas Klabat adalah tempat di mana barang-barang keperluan sehari-hari dijual. Semua warga Universitas Klabat, baik mahasiswa, dosen dan staf membeli barang-barang keperluan mereka ditempat ini. Berdasarkan hal ini, penulis berinisiatif untuk membuat suatu aplikasi untuk melakukan pembayaran dengan menggunakan PVC card di store Universitas Klabat yang menghubungkan antara kasir dengan customer.  Peneliti kemudian mendefinisikan PVC card yang akan digunakan dengan nama Store card, Store card adalah kartu yang nantinya dapat memproses dan menghasilkan informasi untuk digunakan dalam aplikasi yang dibuat. Dalam pembuatan aplikasi pembayaran ini, penulis menggunakan barcode scanner sebagai alat yang digunakan untuk membaca kode barang, yang nantinya akan ditaruh pada Store card. Bahasa pemrograman C#.NET dan sistem management  database MySQL. Penulis menggunakan pendekatan berbasis objek dengan UML (Unified Modelling Language untuk menganalisa dan desain aplikasi.  Hasil dari penelitian ini adalah sebuah aplikasi untuk mengatur transaksi pembayaran, tanpa menggunakan uang cash, melainkan menggunakan store card.

The interaction between consumers during the online customer journey

OpenAIRE

Nieminen, Päivi

2017-01-01

The examination of the customer experience throughout customer journey is important to the business and academia. Creating a strong and positive experience within the customer journey will lead to better outcome by improving performance in customer travel at multiple touch points and through enhanced customer loyalty and word of mouth. There are a number of studies about interaction and online customer journey, but only a few research have explored social interactions between consumers during...

Understanding Consumers' In-store Visual Perception

DEFF Research Database (Denmark)

Clement, Jesper; Kristensen, Tore; Grønhaug, Kjell

2013-01-01

It is widely accepted that the human brain has limited capacity for perceptual stimuli and consumers'' visual attention, when searching for a particular product or brand in a grocery store, should then be limited by the boundaries of their own perceptual capacity. In this exploratory study, we...... examine the relationship between abundant in-store stimuli and limited human perceptual capacity. Specifically, we test the influence of package design features on visual attention. Data was collected through two eye-tracking experiments, one in a grocery store using wireless eye-tracking equipment......, and another in a lab setting. Findings show that consumers have fragmented visual attention during grocery shopping, and that their visual attention is simultaneously influenced and disrupted by the shelf display. Physical design features such as shape and contrast dominate the initial phase of searching...

An intervention to reduce the number of convenience stores selling tobacco: feasibility study.

Science.gov (United States)

Paynter, Janine; Glover, Marewa; Bullen, Chris; Sonia, Deepika

2016-05-01

Reduction of the availability of tobacco has been proposed as a means of reducing and denormalising tobacco use. Some retailers have stopped selling tobacco. Therefore, we investigated how willing New Zealand convenience store owners were to stop selling tobacco or sell nicotine replacement therapy. Promotion of their stores was offered as an incentive to stop selling tobacco. We asked convenience store owners in the Auckland metropolitan region of New Zealand to choose one of three actions. The first was to stop selling tobacco for a short period of time; the second was to restrict the hours that they sold tobacco; the third was to display and sell nicotine replacement therapy. All participating retailers completed a short interview about selling tobacco. We also surveyed customers about nicotine replacement and cessation. One-third of eligible retailers agreed to participate. Most who participated (93%) were unwilling to stop or restrict tobacco sales and 2 (7%) had already stopped selling tobacco. Tobacco was perceived as a key product for their businesses. Very few customers who purchased cigarettes noticed nicotine replacement therapy or obtained it from convenience stores. Substantially reducing the availability of tobacco in communities is likely to require legislative approaches, underpinned by sustained community pressure and support for convenience store owners who are willing to change their business model. Published by the BMJ Publishing Group Limited. For permission to use (where not already granted under a licence) please go to http://www.bmj.com/company/products-services/rights-and-licensing/

Retail offer advantage through brand orientation in Luxury, high fashion stores

OpenAIRE

Grujic, Maja

2007-01-01

This thesis provides a conceptualisation of brand orientation within the context of fashion retailing, specially the luxury, or, so-called, high fashion retailing. Most of the high fashion sold today is ready to wear collections and diffusion lines, targeted to customers of particular class, age, income, social status, and with particular orientations to fashion. In plethora of offers, retailer need to work on a number of distinctive features that will make its store special, not only because...

Presence of Candy and Snack Food at Checkout in Chain Stores: Results of a Pilot Study.

Science.gov (United States)

Basch, Corey H; Kernan, William D; Menafro, Anthony

2016-10-01

Community health professionals must use multiple strategies to address the rising rates of childhood obesity in the United States. One such strategy is to address the underlying causes of childhood obesity, including lack of exercise and the consumption of calorically-dense snack foods. This study examines the presence of candy and snack food in the checkout lines of all retail chain stores in a selected community to determine the presence of these products, the ways in which these products are promoted, and the type of physical environment through which customers navigate during the checkout process. The findings confirm that candy, soft drinks, snacks, and ice cream were present in a large majority of these retail stores. Further, this pilot study found that many of these stores "corral" customers through the check-out line in such a way that it is necessary to pass these snack foods directly. Three themes for discussion emerged from the review of the data collected, including product marketing, product packaging, and product placement. Implications for childhood health are presented in the context of these marketing strategies. The results and subsequent discussion provide important insight into the ways in which the presence of candy and snack food at checkout lines might contribute to childhood obesity rates.

Customer experience with online shopping : what are the unique experiences customers seek from online shopping?

OpenAIRE

Jin, Daoyan

2013-01-01

Over the last decade, there has been a great change in consumers' shopping behavior along with technological change. Online shopping is the use of computer technology for better shopping performance. Retailers are busy in studying consumers' behavior to see their attitudes toward online shopping and to meet the demand of online shoppers. Due to my interest in online business, I have also decided to study about customers' attitudes toward online shopping and specifically regarding factors that...

Do customers learn from experience? Evidence from retail banking

OpenAIRE

Ater, Itai; Schwartz-Landsman, Vardit

2013-01-01

textabstractWe study customers' adoption and subsequent switching decisions with regard to a menu of three-part tariff plans offered by a commercial bank. Using a rich panel data set covering 70,510 fee-based checking accounts over 30 months, before and after the introduction of the plans, we find that most customers adopt noncost-minimizing plans, preferring plans with large monthly allowances and high fixed payments. Furthermore, after adoption, customers who exceed their allowances and con...

Effects of Platform Design on the Customer Experience in an Online Solar PV Marketplace

Energy Technology Data Exchange (ETDEWEB)

OShaughnessy, Eric J [National Renewable Energy Laboratory (NREL), Golden, CO (United States); Margolis, Robert M [National Renewable Energy Laboratory (NREL), Golden, CO (United States); Leibowicz, Benjamin [The University of Texas at Austin; Punjabi, Kunal [The University of Texas at Austin

2018-05-09

We analyze a unique dataset of residential solar PV quotes offered in an online marketplace to understand how platform design changes affect customer outcomes. Three of the four design changes are associated with statistically significant and robust reductions in offer prices, though none of the policies were designed explicitly to reduce prices. The results suggest that even small changes in how prospective solar PV customers interact with installers can affect customer outcomes such as prices. Specifically, the four changes we evaluate are: 1) a customer map that shows potential new EnergySage registrants the locations of nearby customers; 2) a quote cap that precludes more than seven installers from bidding on any one customer; 3) a price guidance feature that informs installers about competitive prices in the customer's market before they submit quotes; and 4) no pre-quote messaging to prohibit installers from contacting customers prior to offering quotes. We calculate descriptive statistics to investigate whether each design change accomplished its specific objectives. Then, we econometrically evaluate the impacts of the design changes on PV quote prices and purchase prices using a regression discontinuity approach.

Walmart Experimental Store Performance Stories: Preprint

Energy Technology Data Exchange (ETDEWEB)

Deru, M.; Kozubal, E.; Norton, P.

2010-08-01

Walmart opened two experimental stores--one in Colorado and one in Texas--in 2005 to serve as test beds for several advanced building systems. Each embodied more than 50 experiments covering materials, water systems, energy systems, and renewable energy production. Walmart worked for three years with the National Renewable Energy Laboratory for the Colorado Store and Oak Ridge National Laboratory for the Texas store to monitor, analyze, and report on their performance. HVAC experiments included waste oil boilers, a microturbine/absorption chiller combined heat and power system, evaporative cooling, and a transpired solar collector. The refrigeration systems integrated a medium-temperature secondary loop, evaporatively cooled condenser, doors on medium-temperature cases, and light-emitting diodes on cases. Experiments in the lighting systems included a redesigned roof for clerestory daylighting and T-5 fluorescent lamps. Three photovoltaic systems for a total of 135 kW and a 50-kW wind turbine are also included. The energy system performance was compared to the measured performance of a prototypical Walmart store and to other benchmarks.

RETHINKING THE GROCERY STORE: INCLUSIVE WAYFINDING SYSTEM FOR VISUALLY IMPAIRED SHOPPERS IN GROCERY STORES

Directory of Open Access Journals (Sweden)

Doaa Khattab

2015-11-01

Full Text Available Many people with disabilities face considerable barriers while shopping in grocery stores.  One such barrier is that they cannot find their way around easily, especially when they visit the grocery store for the first time and have not yet built a cognitive map in their memory. They may also experience delays in finding the right product or waiting for assistance from store employees, thus leading them to rely on family, friends, relatives, or volunteers to help them with their shopping. Problems start when these people are not available, in which case the individual is forced to cancel their visit to the grocery store and reschedule the trip. Grocery stores include many different zones and services, the aisles area being one of the main barriers to access for people with different disabilities. This area features many different sections such as canned goods, dry packaged goods, spices, drinks and snacks, baking supplies, baby items, cereals, cleaning products, pet supplies, and health and beauty items. For visually impaired individuals, however, it can be hard to reach these various sections and find the relevant products. The objective of this research is to design an inclusive and innovative wayfinding system in grocery stores for visually impaired shoppers in order to help them find the center zone, orient between different aisles, decide where to go, move easily between different sections, and select products with ease. The research approach will be based on the literature review and the application of the Delphi method.

Development of a gamified customer journey plan towards optimal User Experience : Case: Launchpad USA (Amcham Finland)

OpenAIRE

Papadopoulou, Kalliopi

2016-01-01

The objective of this project was to create a comprehensive, gamified Customer Journey towards engagement, satisfaction and optimal customer experience for the Launchpad USA companies. The sub objectives involved minimizing the bottleneck of numerous face-to-face meetings, giving users freedom to explore their options according to their desires and needs, as well as providing them with a platform for communication with their U.S. partners. The project aimed to outline the process of mapping t...

How customers' offline experience affects the adoption of online banking

OpenAIRE

Estrella-Ramon, Antonia; Sanchez-Perez, Manuel; Swinnen, Gilbert

2016-01-01

Purpose - The purpose of this paper is to examine the impact of customers' offline transaction behaviour in the form of loyalty and cross-buying on the adoption of self-service technology innovations by non-business customers in the context of online banking. Design/methodology/approach - This study extends the Diffusion of Innovation Theory, as well as the Technology Acceptance Model adapted to describe and model individual customer observed behaviours in the pre-adoption stage of the adopti...

Corner stores: the perspective of urban youth.

Science.gov (United States)

Sherman, Sandra; Grode, Gabrielle; McCoy, Tara; Vander Veur, Stephanie S; Wojtanowski, Alexis; Sandoval, Brianna Almaguer; Foster, Gary D

2015-02-01

We examined the perspectives of low-income, urban youth about the corner store experience to inform the development of corner store interventions. Focus groups were conducted to understand youth perceptions regarding their early shopping experiences, the process of store selection, reasons for shopping in a corner store, parental guidance about corner stores, and what their ideal, or "dream corner store" would look like. Thematic analysis was employed to identify themes using ATLAS.ti (version 6.1, 2010, ATLAS.ti GmbH) and Excel (version 2010, Microsoft Corp). Focus groups were conducted in nine kindergarten-through-grade 8 (K-8) public schools in low-income neighborhoods with 40 fourth- to sixth-graders with a mean age of 10.9±0.8 years. Youth report going to corner stores with family members at an early age. By second and third grades, a growing number of youth reported shopping unaccompanied by an older sibling or adult. Youth reported that the products sold in stores were the key reason they choose a specific store. A small number of youth said their parents offered guidance on their corner store purchases. When youth were asked what their dream corner store would look like, they mentioned wanting a combination of healthy and less-healthy foods. These data suggest that, among low-income, urban youth, corner store shopping starts at a very young age and that product, price, and location are key factors that affect corner store selection. The data also suggest that few parents offer guidance about corner store purchases, and youth are receptive to having healthier items in corner stores. Corner store intervention efforts should target young children and their parents/caregivers and aim to increase the availability of affordable, healthier products. Copyright © 2015 Academy of Nutrition and Dietetics. Published by Elsevier Inc. All rights reserved.

E-cigarette marketing in UK stores: an observational audit and retailers’ views

Science.gov (United States)

Eadie, D; Stead, M; MacKintosh, A M; MacDonald, L; Purves, R; Pearce, J; Tisch, C; van der Sluijis, W; Amos, A; MacGregor, A; Haw, S

2015-01-01

Objectives To explore how e-cigarettes are being promoted at point of sale in the UK and how retailers perceive market trends. Setting Fixed retail outlets subject to a ban on the display of tobacco products. Participants Observational audit of all stores selling tobacco products (n=96) in 4 Scottish communities, conducted over 2 waves 12 months apart (2013–2014), and qualitative interviews with small retailers (n=25) in 4 matched communities. Primary and secondary outcome measures The audit measured e-cigarette display characteristics, advertising materials and proximity to other products, and differences by area-level disadvantage. Interviews explored retailers’ perceptions of e-cigarette market opportunities and risks, and customer responses. Results The number of e-cigarette point-of-sale display units and number of brands displayed increased between waves. E-cigarettes were displayed close to products of interest to children in 36% of stores. Stores in more affluent areas were less likely to have external e-cigarette advertising than those in deprived areas. Although e-cigarettes delivered high profit margins, retailers were confused by the diversity of brands and products, and uncertain of the sector's viability. Some customers were perceived to purchase e-cigarettes as cessation aids, and others, particularly low-income smokers, as a cheaper adjunct to conventional tobacco. Conclusions E-cigarette point-of-sale displays and number of brands displayed increased over 12 months, a potential cause for concern given their lack of regulation. Further scrutiny is needed of the content and effects of such advertising, and the potentially normalising effects of placing e-cigarettes next to products of interest to children. PMID:26362665

What matters to infrequent customers: a pragmatic approach to understanding perceived value and intention to revisit trendy coffee café.

Science.gov (United States)

Ting, Hiram; Thurasamy, Ramayah

2016-01-01

Notwithstanding the rise of trendy coffee café, little is done to investigate revisit intention towards the café in the context of developing markets. In particular, there is a lack of study which provides theoretical and practical explanation to the perceptions and behaviours of infrequent customers. Hence, the study aims to look into the subject matter by using the theory of reasoned action and social exchange theory as the underpinning basis. The framework proposed by Pine and Gilmore (Strat Leadersh 28:18-23, 2000), which asserts the importance of product quality, service quality and experience quality in a progressive manner, is used to decompose perceived value in the model so as to determine their effects on intention to revisit the café. Given the importance to gain practical insights into revisit intention of infrequent customers, pragmatism stance is assumed. Explanatory sequential mixed-method design is thus adopted whereby qualitative approach is used to confirm and complement quantitative findings. Self-administered questionnaire-based survey is first administered before personal interview is carried out at various cafés. Partial least squares structural equation modelling and content analysis are appropriated successively. In the quantitative findings, although product quality, service quality and experience quality are found to have positive effect on perceived value and revisit intention towards trendy coffee café, experience quality is found to have the greater effect than the others among the infrequent customers. The qualitative findings not only confirm their importance, but most importantly explain the favourable impressions they have at trendy coffee café based on their last in-store experience. While product and service quality might not necessary stimulate them to revisit trendy coffee café, experience quality driven by purposes of visit would likely affect their intention to revisit. As retaining customers is of utmost importance to

A factor analysis to find critical success factors in retail brand

OpenAIRE

Naser Azad; Seyed Foad Zarifi; Somayeh Hozouri

2013-01-01

The present exploratory study aims to find critical components of retail brand among some retail stores. The study seeks to build a brand name in retail level and looks to find important factors affecting it. Customer behavior is largely influenced when the first retail customer experience is formed. These factors have direct impacts on customer experience and satisfaction in retail industry. The proposed study performs an empirical investigation on two well-known retain stores located in cit...

Improving product quality and reliability with customer experience data

NARCIS (Netherlands)

Brombacher, A.C.; Hopma, E.E.; Ittoo, A.; Lu, Y.; Luyk, I.M.; Maruster, L.; Ribeiro, J.T.S.; Weijters, A.J.M.M.; Wortmann, J.C.

2012-01-01

Advance technology development and wide use of the World Wide Web have made it possible for new product development organizations to access multi-sources of data-related customer complaints. However, the number of customer plaints of highly innovative consumer electronic products is still

Improving Product Quality and Reliability with Customer Experience Data

NARCIS (Netherlands)

Brombacher, Aarnout; Hopma, Eva; Ittoo, Ashwin; Lu, Yuan; Luyk, Ilse; Maruster, Laura; Ribeiro, Joel; Weijters, Ton; Wortmann, Hans

2012-01-01

Advance technology development and wide use of the World Wide Web have made it possible for new product development organizations to access multi-sources of data-related customer complaints. However, the number of customer plaints of highly innovative consumer electronic products is still

Modeling and Application of Customer Lifetime Value in Online Retail

OpenAIRE

Pavel Jasek; Lenka Vrana; Lucie Sperkova; Zdenek Smutny; Marek Kobulsky

2018-01-01

This article provides an empirical statistical analysis and discussion of the predictive abilities of selected customer lifetime value (CLV) models that could be used in online shopping within e-commerce business settings. The comparison of CLV predictive abilities, using selected evaluation metrics, is made on selected CLV models: Extended Pareto/NBD model (EP/NBD), Markov chain model and Status Quo model. The article uses six online store datasets with annual revenues in the order of tens o...

Who walks into vape shops in Southern California?: a naturalistic observation of customers.

Science.gov (United States)

Sussman, Steve; Allem, Jon-Patrick; Garcia, Jocelyn; Unger, Jennifer B; Cruz, Tess Boley; Garcia, Robert; Baezconde-Garbanati, Lourdes

2016-01-01

The rising popularity of electronic cigarettes (e-cigarettes) has been accompanied by the proliferation of vape shops in the United States. Vape shops are devoted to the sale of e-cigarettes and e-juices. This study aimed to describe the age, gender, and ethnicity of customers who frequent these shops, determine whether conversations transpire between retailers and customers, as well as identify the types of activities taking place while customers are inside the store. A naturalistic observation study of 186 customers in 59 vape shops in Southern California was completed in locations that were relatively high in Korean, Non-Hispanic white, Hispanic, or African American ethnicity. Across all shops, the average estimated age of customers was 30.29 years old (SD = 9.70), 53 % were estimated to be non-Hispanic white, and 79 % were males; few minors entered the shops. Conversations about vaping related topics were prevalent (e.g., sampling e-juices, receiving help on hardware, and talking about vaping). Purchases were commonly observed as well as customers lounging in the shop. Vape shops provide consumers a place to purchase and discuss e-cigarettes and offer an environment that serves as a place of recreation with customers lounging once inside. Findings should inform local tobacco control efforts and regulatory policies in the future.

Workers Experience Guides Karaoke in Updating Status in Facebook as Interpersonal Relations and Personal Communication with Customers

OpenAIRE

Amelia Sari, Kiki; Suprihartini, M.Si, Dra. Taufik

2016-01-01

The presence of information technology is rapid and practical nature can allow for changes in behavior or lifestyle. One of them is the development of information technology with the birth of social networks, namely Facebook. Karaoke guide also actively uses Facebook to update your status and communicate with customers. By using qualitative methods, this study aims to describe the "Experience of Guides Karaoke Workers when Updating status on Facebook as Interpersonal and Personality Communica...

Analysis of the customers' choice networks: an application on Amazon books and CDs data:

OpenAIRE

Batagelj, Vladimir; Kejžar, Nataša; Korenjak-Černe, Simona

2007-01-01

Customer's choice implies some kind of relations among products. Customers' choices of products induce a network among them. Analyses of such networks can offer interesting information for marketing. In the paper some network analysis approaches are proposed to analyze such data. Two large networks obtained in 2004 from Amazon Internet bookstore and CD-store are used to illustrate these approaches. All analyses were done with program Pajek.

Employees as Customers: Exploring Service Climate, Employee Patronage, and Turnover

Science.gov (United States)

Abston, Kristie A.; Kupritz, Virginia W.

2011-01-01

The role of retail employees as customers was explored by quantitatively examining the influence of service climate and employee patronage on employee turnover intentions. Employees representing all shifts in two stores of a national retailer participated. Results indicated that employee patronage partially mediates the effects of service climate…

Stored energy analysis in scale-down test facility

International Nuclear Information System (INIS)

Deng Chengcheng; Qin Benke; Fang Fangfang; Chang Huajian; Ye Zishen

2013-01-01

In the integral test facilities that simulate the accident transient process of the prototype nuclear power plant, the stored energy in the metal components has a direct influence on the simulation range and the test results of the facilities. Based on the heat transfer theory, three methods analyzing the stored energy were developed, and a thorough study on the stored energy problem in the scale-down test facilities was further carried out. The lumped parameter method and power integration method were applied to analyze the transient process of energy releasing and to evaluate the average total energy stored in the reactor pressure vessel of the ACME (advanced core-cooling mechanism experiment) facility, which is now being built in China. The results show that the similarity requirements for such three methods to analyze the stored energy in the test facilities are reduced gradually. Under the condition of satisfying the integral similarity of natural circulation, the stored energy releasing process in the scale-down test facilities can't maintain exact similarity. The stored energy in the reactor pressure vessel wall of ACME, which is released quickly during the early stage of rapid depressurization of system, will not make a major impact on the long-term behavior of system. And the scaling distortion of integral average total energy of the stored heat is acceptable. (authors)

The wine market – an empicrical examination of in-store consumer behaviour

Directory of Open Access Journals (Sweden)

Bartłomiej Pierański

2017-01-01

Full Text Available Business success in the current highly competitive environment determines primarily the ability to understand the customer and his needs and identify the factors that influence consumer behavior. Therefore, the examination of consumer behavior and obtaining feedback on the development and state of the market as well as identifying current trends is an essential part of any successful business. Producers and traders are increasingly forced to adapt to the rapid development and changes in the market. This is especially important with food products, given the wide range of assortment, substitutability of particular groceries and strengthening competitive pressure of manufacturers and retailers. In general, consumer decision-making related to food is influenced by a number of different factors that are changing under the influence of new trends (greater emphasis on quality, country of origin etc.. Even more specific category is the wine market, which is subject to specific criteria of consumer choice, since from a consumer perspective, it is not a product of daily consumption. The world wine market is increasing; new producers as well as new groups of customers are emerging on the market. The distribution channels are becoming more diversified and wine is offered in both specialty stores and self-service outlets; hypermarkets, supermarkets and discount stores. Due to this trend the investigation of in-store consumer behavior becomes crucial. The aim of the paper is to discuss the usefulness of eye tracking based research for examining perceptions of people shelf displays. The research integrates measurements with a mobile eye camera (Eye tracker glasses in real conditions of a wine shop in order to reveal the impact of merchandising (display of domestic and foreign wines on the visual attention of the consumer. The results of qualitative research carried out in March 2015 will be presented.

A Gender Identification System for Customers in a Shop Using Infrared Area Scanners

Science.gov (United States)

Tajima, Takuya; Kimura, Haruhiko; Abe, Takehiko; Abe, Koji; Nakamoto, Yoshinori

Information about customers in shops plays an important role in marketing analysis. Currently, in convenience stores and supermarkets, the identification of customer's gender is examined by clerks. On the other hand, gender identification systems using camera images are investigated. However, these systems have a problem of invading human privacies in identifying attributes of customers. The proposed system identifies gender by using infrared area scanners and Bayesian network. In the proposed system, since infrared area scanners do not take customers' images directly, invasion of privacies are not occurred. The proposed method uses three parameters of height, walking speed and pace for humans. In general, it is shown that these parameters have factors of sexual distinction in humans, and Bayesian network is designed with these three parameters. The proposed method resolves the existent problems of restricting the locations where the systems are set and invading human privacies. Experimental results using data obtained from 450 people show that the identification rate for the proposed method was 91.3% on the average of both of male and female identifications.

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

OpenAIRE

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

2013-01-01

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

E-cigarette marketing in UK stores: an observational audit and retailers' views.

Science.gov (United States)

Eadie, D; Stead, M; MacKintosh, A M; MacDonald, L; Purves, R; Pearce, J; Tisch, C; van der Sluijis, W; Amos, A; MacGregor, A; Haw, S

2015-09-11

To explore how e-cigarettes are being promoted at point of sale in the UK and how retailers perceive market trends. Fixed retail outlets subject to a ban on the display of tobacco products. Observational audit of all stores selling tobacco products (n=96) in 4 Scottish communities, conducted over 2 waves 12 months apart (2013-2014), and qualitative interviews with small retailers (n=25) in 4 matched communities. The audit measured e-cigarette display characteristics, advertising materials and proximity to other products, and differences by area-level disadvantage. Interviews explored retailers' perceptions of e-cigarette market opportunities and risks, and customer responses. The number of e-cigarette point-of-sale display units and number of brands displayed increased between waves. E-cigarettes were displayed close to products of interest to children in 36% of stores. Stores in more affluent areas were less likely to have external e-cigarette advertising than those in deprived areas. Although e-cigarettes delivered high profit margins, retailers were confused by the diversity of brands and products, and uncertain of the sector's viability. Some customers were perceived to purchase e-cigarettes as cessation aids, and others, particularly low-income smokers, as a cheaper adjunct to conventional tobacco. E-cigarette point-of-sale displays and number of brands displayed increased over 12 months, a potential cause for concern given their lack of regulation. Further scrutiny is needed of the content and effects of such advertising, and the potentially normalising effects of placing e-cigarettes next to products of interest to children. Published by the BMJ Publishing Group Limited. For permission to use (where not already granted under a licence) please go to http://group.bmj.com/group/rights-licensing/permissions.

Investigating the Impact of Customer Relationship Management Practices of E-Commerce on Online Customer's Web Site Satisfaction: A Model-Building Approach

OpenAIRE

Su-Fang Lee; Wen-Jang ("Kenny") Jih; Shyh-Rong Fang

2006-01-01

This study addresses the effect of customer relationship management (CRM) practices on online customers’ satisfaction with their experience in interacting with the company Web sites. Recognizing the importance of maintaining a healthy relationship with customers, companies are actively seeking ways to enhance the customer value of their offerings through relationship marketing. Since effective managing of customer relationships essentially involves managing customer information flow, Intern...

Customer satisfaction in the emergency department.

Science.gov (United States)

Worthington, Kelly

2004-02-01

Patient satisfaction is not merely a "smile and be nice" set of behaviors. It is a philosophy that is founded in the concept that the patient's experience of care is important and ultimately translates into their actual response to care. The improved response to care that patients exhibit makes patient satisfaction important from a clinical vantage point. That point alone is enough to justify implementation of and commitment to a customer satisfaction program. There are, however, other compelling reasons also. Customer satisfaction has profound ramifications for the financial status of the institution and for its professional reputation in the community. The caregivers who participate in a system of good customer satisfaction experience fewer malpractice suits than their counterparts. And they enjoy a work environment that is more stable and pleasant than other institutions. The implementation of a meaningful customer service program is a huge task. It is a fundamental culture change that requires vision, long-term commitment, and constant surveillance. The single most critical factor in the successful implementation of a program that produces all the gains that it promises is leadership. Leadership must set the stage, create the atmosphere,demand that staff meet expectations, reward success, provide an example,and shape the new culture. Without strong, clear leadership, any customer service initiative will be simply a hospital-wide exercise, and those staff members who harbor a cynical viewpoint will be proved right in the end.One major difference between a successful customer service initiative and an unsuccessful one is the level of sincerity the hospital and its staff have about the care they express for their patients. If the whole process is merely an exercise to improve scores, the success will be limited and without deep roots. If the push is to establish an atmosphere of genuine care and interest for patients, however, the results are more meaningful

Application of text mining for customer evaluations in commercial banking

Science.gov (United States)

Tan, Jing; Du, Xiaojiang; Hao, Pengpeng; Wang, Yanbo J.

2015-07-01

Nowadays customer attrition is increasingly serious in commercial banks. To combat this problem roundly, mining customer evaluation texts is as important as mining customer structured data. In order to extract hidden information from customer evaluations, Textual Feature Selection, Classification and Association Rule Mining are necessary techniques. This paper presents all three techniques by using Chinese Word Segmentation, C5.0 and Apriori, and a set of experiments were run based on a collection of real textual data that includes 823 customer evaluations taken from a Chinese commercial bank. Results, consequent solutions, some advice for the commercial bank are given in this paper.

Determining customer satisfaction in anatomic pathology.

Science.gov (United States)

Zarbo, Richard J

2006-05-01

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

Predictive Systems for Customer Interactions

Science.gov (United States)

Vijayaraghavan, Ravi; Albert, Sam; Singh, Vinod Kumar; Kannan, Pallipuram V.

With the coming of age of web as a mainstream customer service channel, B2C companies have invested substantial resources in enhancing their web presence. Today customers can interact with a company, not only through the traditional phone channel but also through chat, email, SMS or web self-service. Each of these channels is best suited for some services and ill-matched for others. Customer service organizations today struggle with the challenge of delivering seamlessly integrated services through these different channels. This paper will evaluate some of the key challenges in multi-channel customer service. It will address the challenge of creating the right channel mix i.e. providing the right choice of channels for a given customer/behavior/issue profile. It will also provide strategies for optimizing the performance of a given channel in creating the right customer experience.

An evaluation of the customer service in supermarkets in Pretoria ...

African Journals Online (AJOL)

BlignautAS

ing experience and to boost customer satisfaction as well as adding .... the four elements of the marketing mix namely, prod- uct, place ... systems approach; the output of the system (e.g. su- .... 1995). A good customer- salesperson relationship.

Property of Fluctuations of Sales Quantities by Product Category in Convenience Stores.

Directory of Open Access Journals (Sweden)

Gaku Fukunaga

Full Text Available The ability to ascertain the extent of product sale fluctuations for each store and locality is indispensable to inventory management. This study analyzed POS data from 158 convenience stores in Kawasaki City, Kanagawa Prefecture, Japan and found a power scaling law between the mean and standard deviation of product sales quantities for several product categories. For the statistical domains of low sales quantities, the power index was 1/2; for large sales quantities, the power index was 1, so called Taylor's law holds. The value of sales quantities with changing power indixes differed according to product category. We derived a Poissonian compound distribution model taking into account fluctuations in customer numbers to show that the scaling law could be explained theoretically for most of items. We also examined why the scaling law did not hold in some exceptional cases.

Property of Fluctuations of Sales Quantities by Product Category in Convenience Stores.

Science.gov (United States)

Fukunaga, Gaku; Takayasu, Hideki; Takayasu, Misako

2016-01-01

The ability to ascertain the extent of product sale fluctuations for each store and locality is indispensable to inventory management. This study analyzed POS data from 158 convenience stores in Kawasaki City, Kanagawa Prefecture, Japan and found a power scaling law between the mean and standard deviation of product sales quantities for several product categories. For the statistical domains of low sales quantities, the power index was 1/2; for large sales quantities, the power index was 1, so called Taylor's law holds. The value of sales quantities with changing power indixes differed according to product category. We derived a Poissonian compound distribution model taking into account fluctuations in customer numbers to show that the scaling law could be explained theoretically for most of items. We also examined why the scaling law did not hold in some exceptional cases.

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...

An In-Store Experiment on the Effect of Accessibility on Sales of Wholegrain and White Bread in Supermarkets

OpenAIRE

de Wijk, Ren? A.; Maaskant, Anna J.; Polet, Ilse A.; Holthuysen, Nancy T. E.; van Kleef, Ellen; Vingerhoeds, Monique H.

2016-01-01

Even though whole grain foods have various health benefits, consumers have been found not to eat enough of them. Nudging interventions are built on the premise that food purchases and consumption are strongly influenced by the environment in which decisions are made. Little research has been conducted to examine the influence of a small and inexpensive nudging intervention on bread choices in a real-life supermarket context. An in-store experiment was conducted in two six-week periods in two ...

Small Convenience Stores and the Local Food Environment: An Analysis of Resident Shopping Behavior Using Multilevel Modeling.

Science.gov (United States)

Ruff, Ryan Richard; Akhund, Ali; Adjoian, Tamar

2016-01-01

Local food environments can influence the diet and health of individuals through food availability, proximity to retail stores, pricing, and promotion. This study focused on how small convenience stores, known in New York City as bodegas, influence resident shopping behavior and the food environment. Using a cross-sectional design, 171 bodegas and 2118 shoppers were sampled. Small convenience stores in New York City. Any bodega shopper aged 18+ who purchased food or beverage from a participating store. Data collection consisted of a store assessment, a health and behavior survey given to exiting customers, and a bag check that recorded product information for all customer purchases. Descriptive statistics were generated for bodega store characteristics, shopper demographics, and purchase behavior. Multilevel models were used to assess the influence of product availability, placement, and advertising on consumer purchases of sugar-sweetened beverages (SSBs), water, and fruits and vegetables. Seventy-one percent of participants reported shopping at bodegas five or more times per week, and 35% reported purchasing all or most of their monthly food allotment at bodegas. Model results indicated that lower amounts of available fresh produce were significantly and independently associated with a higher likelihood of SSB purchases. A second, stratified multilevel model showed that the likelihood of purchasing an SSB increased with decreasing varieties of produce when produce was located at the front of the store. No significant effects were found for water placement and beverage advertising. Small convenience stores in New York City are an easily accessible source of foods and beverages. Bodegas may be suitable for interventions designed to improve food choice and diet.

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....

Strategy development for improving competitiveness of a Chinese local convenience store Case of Suguo Co., Ltd

OpenAIRE

Wang, Xiang; Ju, Wei

2014-01-01

The topic of the thesis is improving the competitiveness of the case company. We will regard Suguo as the case compamy. We focused on a Chinese local convenience store, and compared it in four perspectives with an international convenience store which has already entered the Chinese market successfully. The four perspectives are market perspective, customer perspective, management perspective, and decorative style perspective. In addition, we created a strategic map on the basis of the consum...

Experiential marketing, customer satisfaction, behavioral intention: timezone game center surabaya

OpenAIRE

Rahardja, Christina; Anandya, Dudi

2010-01-01

Experience Economy now affects the progression of economics and customer value will increase whether companies offer memorable experiences. Experiential Marketing focuses on customer experiences from sense, feel, think, act and relate experiences, therefore called customers as affective decision makers. There is a lack of research on emotional response of service companies, and this research is directed to fill in the gap. Research aims to analyze the effect of experiential marketing on cu...

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.

Charge and Energy Stored in a Capacitor

Science.gov (United States)

Kraftmakher, Yaakov

2012-01-01

Using a data-acquisition system, the charge and energy stored in a capacitor are measured and displayed during the charging/discharging process. The experiment is usable as a laboratory work and/or a lecture demonstration. (Contains 3 figures.)

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.

Customer's potential value: The role of learning

OpenAIRE

Komulainen, Hanna; Mainela, Tuija; Tähtinen, Jaana

2013-01-01

Current views on value creation emphasize the role of the customer, mutual investments, and value co-creation. Nevertheless, at present the customer-focused research concentrates on value expectations and value experiences as outcomes but disregards the analysis of potential value that is dependent on the customer's activity and learning in the process. The present study explores customer perceived value as a multidimensional phenomenon incorporating expected, realized, and potential dimensio...

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

OpenAIRE

Hardjanti, Adiati; Amalia, Dinna

2014-01-01

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

3D visualization based customer experiences of nuclear plant control room

International Nuclear Information System (INIS)

Sun Tienlung; Chou Chinmei; Hung Tamin; Cheng Tsungchieh; Yang Chihwei; Yang Lichen

2011-01-01

This paper employs virtual reality (VR) technology to develop an interactive virtual nuclear plant control room in which the general public could easily walk into the 'red zone' and play with the control buttons. The VR-based approach allows deeper and richer customer experiences that the real nuclear plant control room could not offer. When people know more about the serious process control procedures enforced in the nuclear plant control room, they will appropriate more about the safety efforts imposed by the nuclear plant and become more comfortable about the nuclear plant. The virtual nuclear plant control room is built using a 3D game development tool called Unity3D. The 3D scene is connected to a nuclear plant simulation system through Windows API programs. To evaluate the usability of the virtual control room, an experiment will be conducted to see how much 'immersion' the users could feel when they played with the virtual control room. (author)

At the Core of the Apple Store: Images of Next Generation Learning

Science.gov (United States)

Washor, Elliot; Mojkowski, Charles; Newsom, Loran

2009-01-01

The physical, psychological, cultural, social, and organizational elements of a learning environment are as important as the learning opportunities themselves. The Apple Store blends retail and school into a new type of learning environment that lets the customer learn anything, at any time, at any level, from experts, expert practitioners, and…

Customer Value Sebagai Sumberdaya Informasi Bagi Perusahaan

OpenAIRE

Pujihastuti, Isti

2007-01-01

Buy a product or services is a process and are influenced many factors. ext. customer's satisfaction. The concept of customer satisfaction suggests strong relationship to customer value in a hierarchical model. Starting at the bottom of the hierarchy, customer learn to think about products and performances attribute. When purchasing and using a product, they learn concequence experiences, reflected in value in use and possession value, that is the next level up in the hierarchy. The top level...

The Importance of Store Image and Retail Service Quality in Private Brand Image-Building

Directory of Open Access Journals (Sweden)

Adi Alić

2017-03-01

Full Text Available Objective: The purpose of this research is to highlight the role which store image and retail service quality can play in private brand image-building in the context of an emerging market in South-Eastern Europe (i.e. Bosnia and Herzegovina. We propose to address this issue by seeking answers to the following questions: (1 Does a ‘halo effect’ take place between the store image and the private brand image? (2 How does consumer’s evaluation of the quality of the service delivered by a retailer affect the image of its private brand? Research Design & Methods: Data were collected through a field survey via the store-intercept method. The sample consisted of 699 customers of two large retail chains. The data were analysed using the Structural Equation Modelling technique. Findings: The findings of the present study suggest that store image and retail service quality are important factors in the formation of the image of product-branded products. Implications & Recommendations: This study offers some important insights for retailers who intend to develop their private brand. First, the image transfer from store brand to private brand suggests that retailers should consider the introduction of a private brand as a brand extension, with their stores as the parent brand. Second, we recommend that retailers put more emphasis on quality improvement initiatives related to the store environment attributes. Contribution & Value Added: This study enhances the discussion on the phenomenon of private branding by analysing the store-level factors which underpin the formation of private brand image in the context of less developed European markets.

PRIORITIZATION OF CUSTOMER NEEDS IN HOUSE OF QUALITY USING CONJOINT ANALYSIS

Directory of Open Access Journals (Sweden)

K.G. Durga Prasad

2010-06-01

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

Country-of-origin labeling prior to and at the point of purchase: an exploration of the information environment in Baltimore City grocery stores.

Science.gov (United States)

Lagasse, Lisa P; Love, David C; Smith, Katherine Clegg

2014-01-01

The country-of-origin labeling (COOL) law requires United States grocers to indicate the origin and procurement method (farm-raised or wild-caught) for seafood. This study explored the presentation of COOL on fresh, frozen, packaged, and unpackaged seafood in Baltimore City grocery stores. Eight stores were visited bi-monthly to photograph seafood labels, and circulars were collected weekly from fourteen stores over three months. Ninety-six percent of products were labeled correctly. Forty-eight percent of advertisements included COOL. While in-store labels did not highlight COOL, advertising featured references to domestic and wild-caught seafood, signaling to customers that these are high-value product qualities.

Cogema experience on retrieving and conditioning solid radwaste previously stored in pits. The La Hague north west pit case

International Nuclear Information System (INIS)

Bodin, F.; Alexandre, D.; Fournier, Ph.