WorldWideScience

Sample records for in-store customer experiences

  1. Experiential Marketing and Customer Experience - How apparel stores build customer experience and interaction using in-store touchpoints

    OpenAIRE

    Nyberg, Emma; Soini, Mathias

    2017-01-01

    Abstract Purpose:The purpose of this study is to explore in-store touchpoints that help creating a positive customer experience in apparel stores. The aim of this thesis is to provide further insight that may be used for implementation of experiential marketing in stores.   Problem:As e-commerce channels are gaining more customers to the detriment of brick and mortar stores, the authors of this thesis believe it is relevant to study what apparel stores can do to enhance their customer experie...

  2. Retail Experience Marketing : A study on customer perceptions of successful in-store experience marketing within retailing

    OpenAIRE

    Tengström, Michaela; Björkman, Hanna; Egardsson, Patricia

    2015-01-01

    It has been shown that in today’s society, businesses will need to consider not only selling products or services, but also experiences in order to fulfil customers’ increasing demand for more stimuli in purchase situations. Additionally, brick and mortar retailers will need to respond to the increased use of online sales channels through finding ways of attracting customers to their stores. One way of responding to both trends can be to practise Experience Marketing and thereby offer holisti...

  3. 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.

  4. Video-CRM: understanding customer behaviors in stores

    Science.gov (United States)

    Haritaoglu, Ismail; Flickner, Myron; Beymer, David

    2013-03-01

    This paper describes two real-time computer vision systems created 10 years ago that detect and track people in stores to obtain insights of customer behavior while shopping. The first system uses a single color camera to identify shopping groups in the checkout line. Shopping groups are identified by analyzing the inter-body distances coupled with the cashier's activities to detect checkout transactions start and end times. The second system uses multiple overhead narrow-baseline stereo cameras to detect and track people, their body posture and parts to understand customer interactions with products such as "customer picking a product from a shelf". In pilot studies both systems demonstrated real-time performance and sufficient accuracy to enable more detailed understanding of customer behavior and extract actionable real-time retail analytics.

  5. 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.

  6. 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

  7. 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)

  8. 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.…

  9. 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

  10. 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...

  11. 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...

  12. 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.

  13. 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.

  14. 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...

  15. 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

  16. 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

  17. 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.

  18. 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...

  19. 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...

  20. 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...

  1. 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...

  2. 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...

  3. 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...

  4. 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...

  5. 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.

  6. 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.

  7. 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...

  8. 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

  9. 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

  10. 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.

  11. 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...

  12. 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...

  13. 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...

  14. 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...

  15. 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...

  16. 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.

  17. 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...

  18. 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…

  19. 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 ...

  20. 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...

  1. 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 .

  2. 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.

  3. 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...

  4. 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.

  5. 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...

  6. 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.

  7. 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...

  8. Feedback of experience and customer benefit

    International Nuclear Information System (INIS)

    Knecht, K.; Purucker, B.

    1993-01-01

    To ensure reliable and economic reactor operation, nuclear power plant operators expect fuel element service to contribute to avoiding product failures. This challenge within the overall fuel element system is met by making full use of the resources inherent in qualified and experienced personnel, comprehensive knowledge of the fuel element technologies of pressurized water and boiling water reactors, and the world-wide feedback of experience into the development of new fuel element designs and their components and the advanced development of existing ones. (orig.) [de

  9. 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...

  10. 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

  11. 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.

  12. 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...

  13. 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...

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

    Science.gov (United States)

    de Wijk, René 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 supermarkets to investigate the effects of accessibility on consumers’ purchase of healthier whole grain and other types of bread. In the high accessibility condition, healthier bread was placed in a more convenient location for the shopper on the left side of the shelves where it was encountered first. In the low accessibility condition, it was placed on the right side. There were consistent significant differences in sales between supermarkets, types of bread, day of the week, but not between low and high accessibility. Additional research is needed to better understand the effects of convenience and accessibility on bread choices. PMID:27010704

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

    Science.gov (United States)

    de Wijk, René 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 supermarkets to investigate the effects of accessibility on consumers' purchase of healthier whole grain and other types of bread. In the high accessibility condition, healthier bread was placed in a more convenient location for the shopper on the left side of the shelves where it was encountered first. In the low accessibility condition, it was placed on the right side. There were consistent significant differences in sales between supermarkets, types of bread, day of the week, but not between low and high accessibility. Additional research is needed to better understand the effects of convenience and accessibility on bread choices.

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

    Directory of Open Access Journals (Sweden)

    René A de Wijk

    Full Text Available 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 supermarkets to investigate the effects of accessibility on consumers' purchase of healthier whole grain and other types of bread. In the high accessibility condition, healthier bread was placed in a more convenient location for the shopper on the left side of the shelves where it was encountered first. In the low accessibility condition, it was placed on the right side. There were consistent significant differences in sales between supermarkets, types of bread, day of the week, but not between low and high accessibility. Additional research is needed to better understand the effects of convenience and accessibility on bread choices.

  17. 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...

  18. 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...

  19. 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.

  20. 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...

  1. 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...

  2. 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.

  3. 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...

  4. 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...

  5. 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.

  6. 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...

  7. 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

  8. 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...

  9. 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...

  10. 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...

  11. 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...

  12. 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

  13. 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

  14. 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...

  15. 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...

  16. 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...

  17. 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...

  18. 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)

  19. Role of Experience in Customer Self-Congruity to Maintaining Loyalty: A Study on Fashion Store

    Directory of Open Access Journals (Sweden)

    Angga Pandu Wijaya

    2017-09-01

    Full Text Available Objective: This study aims to understand the interrelationship between customer experience, self-congruity, and customer loyalty in the fashion industry. Previous studies have examined the direct effect of self-congruity on loyalty without taking into account the factor of customers’ shopping experience, which may moderate customers’ impression of a fashion. Research Design & Methods: This study employed questionnaires distributed to 100 respondents. Collected data was processed using PLS-SEM. The target respondents were between 18-30 years old. Individuals in that age band have dynamic dressing styles, so interesting to study. In the present study, the data from the respondents was processed in order to determine the inner model, the outer model, and hypothesis testing. Findings: The results of this study suggest that customer experience plays a significant role in moderating the effect of self-congruity on customer loyalty. This means that even though customers feel comfortable with a store’s image, however if they have bad experience, such experience may cause these customers not to be loyal. Implications & Recommendations: Research reveals that consumers are very concerned towards their experience when shopping. Stores should provide service that can make their customers feel comfortable and pleased. Contribution & Value Added: This study provides new insights into attempts to maintain customer loyalty. Several research was studied on self-congruity and loyalty, yet this is the first study that depict how experience moderating self-congruity towards loyalty.

  20. 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.

  1. 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 ...

  2. Do customers learn from experience? Evidence from retail banking

    NARCIS (Netherlands)

    I. Ater (Itai); V. 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

  3. 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...

  4. 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.

  5. 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.

  6. Mastering meaningful customer connections : The influence of relational models on customer experience

    NARCIS (Netherlands)

    Harald Pol

    2017-01-01

    One of the most important discovery in the world of marketing and communications in recent decades, is the importance of the subjective experience that a consumer has with a brand, product, service or organization. What has become clear in recent years is that the connection a consumer has with a

  7. Mastering meaningful customer connections : the influence of relational models on customer experience

    NARCIS (Netherlands)

    Pol, Harm Gerald

    2017-01-01

    One of the most important discovery in the world of marketing and communications in recent decades, is the importance of the subjective experience that a consumer has with a brand, product, service or organization. What has become clear in recent years is that the connection a consumer has with a

  8. 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.

  9. 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...

  10. 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.

  11. CUSTOM TRIFLANGE ACETABULAR COMPONENTS IN REVISION HIP REPLACEMENT (EXPERIENCE REVIEW

    Directory of Open Access Journals (Sweden)

    A. A. Korytkin

    2017-01-01

    Full Text Available Extensive defects of acetabulum especially accompanied by pelvis discontinuity at the level of acetabulum pose a serious challenge in revision hip replacement and create additional complexity in fixing the acetabular component. One of the perspective options to solve the above issue is the use of custom triflange acetabular components (CTAC designed based on preoperative computer tomography given the specifics of bone defects of the patient. Purpose of the study — to evaluate the outcomes of CTAC use in revision hip replacement.Materials and methods. The authors analyzed treatment outcomes of 12 patients after revision hip replacement using additive techniques of computer simulation and 3D printing CTAC. Follow up period after the surgery averaged 7±3 months (from one to ten months. 7 out of 12 patients had acetabular defects of Paprosky 3B type, 4 patients had defects of Paprosky 3A and in one patient — of Paprosky 2C.Results. Two out of twelve patients had prosthesis dislocations that required revision hip surgery, one of those patients underwent open reduction of dislocation with wound debridement, another patient underwent replacement of articulating couple of acetabular component. Total scores under Harris Hip Score and paint VAS score prior to treatment was 28±7 and 7±1 points respectively, postoperative scores were 76±9 and 3±1 respectively.Conclusion. The application of additive techniques for revision hip replacement in patients with extensive acetabular and pelvic defects allows to make a precise preoperative planning, to restore joint rotation center, to reconstruct bone defects and to securely fix triflange acetabular component that altogether significantly improve treatment outcomes and patients satisfaction with the surgery.

  12. 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.

  13. 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...

  14. 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.

  15. 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...

  16. 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

  17. 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.

  18. 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.

  19. 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

  20. 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.

  1. 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...

  2. 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...

  3. 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...

  4. 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.

  5. The Customer's Path to Loyalty: A Partial Test of the Relationships of Prior Experience, Justice, and Customer Satisfaction

    OpenAIRE

    Severt, Denver E.

    2002-01-01

    The service sector is the fastest growing segment of the economy, responsible for 75% of the GNP, and still growing. Its success is important to the global economy. Nonetheless, throughout the 20-year evolution of services marketing literature, research that guides theory, methodology, and practice for service success has remained underrepresented. Published research regarding the effect of customers' justice perceptions on customer satisfaction is primarily experimental and focuses only on...

  6. 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

  7. 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

  8. 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

  9. 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

  10. 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....

  11. The Impact of Brand Awareness and Customer Experience on the Brand Loyalty of MI

    Directory of Open Access Journals (Sweden)

    Zhao Yang

    2017-01-01

    Full Text Available This study discusses the impact of brand awareness and customer experience on brand loyalty of MI. This study randomly selected the people who have purchased the MI’s product to complete the questionnaire. The variables of this questionnaire included population statistics variables, the brand awareness of consumers, the experience of consumers when purchasing, and the customer’s loyalty of its brand. By using the SPSS to analyze the date from reliability analysis, validity analysis, correlation analysis and descriptive statistical analysis of each variable. As the results shown, brand awareness can positively predict brand loyalty. Service experience and emotional experience can positively affect brand loyalty. There existed significantly positive correlation among brand awareness, service eexperience, emotional eexperience and brand loyalty. Finally, summarizing the empirical results, and bringing up some limitation and expanding direction of this research.

  12. 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)

  13. Measurement of the lifetime and the proportion of 12C3+ ions in stored relativistic ion beams as a preparation for laser cooling experiments at the CSRe

    Science.gov (United States)

    Wang, H. B.; Wen, W. Q.; Huang, Z. K.; Zhang, D. C.; Hai, B.; Zhu, X. L.; Zhao, D. M.; Yang, J.; Li, J.; Li, X. N.; Mao, L. J.; Mao, R. S.; Wu, J. X.; Yang, J. C.; Yuan, Y. J.; Eidam, L.; Winters, D.; Beck, T.; Kiefer, D.; Rein, B.; Walther, Th.; Loeser, M.; Schramm, U.; Siebold, M.; Bussmann, M.; Ma, X.

    2017-10-01

    We report on an experiment that was conducted in preparation of laser cooling experiments at the heavy-ion storage ring CSRe. The lifetimes of ion beams made up of 12C3+ and 16O4+ ions stored at an energy of 122 MeV/u in the CSRe were determined by two independent methods, firstly via a DC current transformer (DCCT) and secondly via a Schottky resonator. Using electron-cooling, the signals of the 12C3+ and 16O4+ ions could be separated and clearly observed in the Schottky spectrum. The obtained individual lifetimes of the 12C3+ and 16O4+ components were 23.6 s and 17.8 s, respectively. The proportion of 12C3+ ions in the stored ion beam was measured to be more than 70% at the beginning of the injection and increasing as a function of time. In addition to these measurements, the operation and remote control of a pulsed laser system placed directly next to the storage ring was tested in a setup similar to the one envisaged for future laser experiments.

  14. Hemoglobin Function in Stored Blood.

    Science.gov (United States)

    1974-08-01

    States during 1973. Several advantages over ACA) are important. Blood stored in CPD maintains higher ./ levels of 2,3-DPG (2,3- diphosphoglycerate ) and a...survival and ATP levels in stored blood is explained by the several functions of ATP which are necessary for cell viability. However, ATP levels do...not correlate with oxygen affinity during storage. Levels of 2,3-DPG determine oxygen affinity and thus hemoglobin function. (12,13) When normal levels

  15. Experience with the custom-developed ATLAS Offline Trigger Monitoring Framework and Reprocessing Infrastructure

    CERN Document Server

    Bartsch, V

    2012-01-01

    After about two years of data taking with the ATLAS detector manifold experience with the custom-developed trigger monitoring and reprocessing infrastructure could be collected. The trigger monitoring can be roughly divided into online and offline monitoring. The online monitoring calculates and displays all rates at every level of the trigger and evaluates up to 3000 data quality histograms. The physics analysis relevant data quality information is being checked and recorded automatically. The offline trigger monitoring provides information depending of the physics motivated different trigger streams after a run has finished. Experts are checking the information being guided by the assessment of algorithms checking the current histograms with a reference. The experts are recording their assessment in a so-called data quality defects which are used to select data for physics analysis. In the first half of 2011 about three percent of all data had an intolerable defect resulting from the ATLAS trigger system. T...

  16. 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...

  17. 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.

  18. 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.

  19. Weakest students benefit most from a customized educational experience for Generation Y students

    Directory of Open Access Journals (Sweden)

    Romesh P. Nalliah

    2014-12-01

    Full Text Available Most current dental students were born in the 1980s and 1990s and are defined as Generation Y (Gen Y. The authors developed a customized educational experience that brought together some characteristics of Gen Y and the objective of this educational experience was to develop the critical thinking skills of Gen Y students. The objective of the current study is to evaluate outcomes from pre-session and post-session tests. Additionally, we wanted to integrate aspects of team-based learning, self-directed learning and peer-to-peer teaching as a means of reducing the need for intense faculty supervision but maintain positive educational outcomes. Single bitewing x-ray was displayed and informal class discussion was facilitated by a Senior Tutor. A list of questions and concepts that needed to be understood more clearly was made. Student groups self allocated research tasks to members. After conducting research, students presented to class and faculty facilitated discussions aiming to foster critical thinking and identify what information needed to be more thoroughly understood. Pre-session and post-session tests were conducted and compared. Students who scored below 85% in their pre-session test improved their score in the post-session test by a mean of 9.5 points (p = 0.02. Those who scored above 95% in their pre-session test scored less in the post-session test (mean reduction of 6.31 points, p = 0.001. Findings from this study demonstrate that the weakest students in the class (those who scored below 85% correct in the pre-session test benefitted most from this unique educational experience.

  20. Weakest students benefit most from a customized educational experience for Generation Y students.

    Science.gov (United States)

    Nalliah, Romesh P; Allareddy, Veerasathpurush

    2014-01-01

    Most current dental students were born in the 1980s and 1990s and are defined as Generation Y (Gen Y). The authors developed a customized educational experience that brought together some characteristics of Gen Y and the objective of this educational experience was to develop the critical thinking skills of Gen Y students. The objective of the current study is to evaluate outcomes from pre-session and post-session tests. Additionally, we wanted to integrate aspects of team-based learning, self-directed learning and peer-to-peer teaching as a means of reducing the need for intense faculty supervision but maintain positive educational outcomes. Single bitewing x-ray was displayed and informal class discussion was facilitated by a Senior Tutor. A list of questions and concepts that needed to be understood more clearly was made. Student groups self allocated research tasks to members. After conducting research, students presented to class and faculty facilitated discussions aiming to foster critical thinking and identify what information needed to be more thoroughly understood. Pre-session and post-session tests were conducted and compared. Students who scored below 85% in their pre-session test improved their score in the post-session test by a mean of 9.5 points (p = 0.02). Those who scored above 95% in their pre-session test scored less in the post-session test (mean reduction of 6.31 points, p = 0.001). Findings from this study demonstrate that the weakest students in the class (those who scored below 85% correct in the pre-session test) benefitted most from this unique educational experience.

  1. Information Technology Manager's Perspective on Experiences with Service Quality and Customer Satisfaction: A Phenomenology Study

    Science.gov (United States)

    Porter, Sherry A.

    2016-01-01

    The general problem was that, in the competitive telecommunications industry, information technology service providers have to develop ways to improve on customer satisfaction and service quality during service disruptions to meet service level agreements. A descriptive phenomenological study was used to explore the lived experiences and…

  2. 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.

  3. The experience of Russian Federation in organization of customs control of fissionable and other radioactive materials

    International Nuclear Information System (INIS)

    Podchishaev, A.

    2001-01-01

    Among the routine inspection tasks of customs offices are tasks stemming from international commitments of Russia to prevent proliferation of nuclear weapons and material that can be used for making these weapons. These tasks are: radiation monitoring of all vehicles, passengers, their luggage and goods crossing the state border; inspection of fissionable and radioactive materials (FRM) legally transported by participants in the foreign trade activities with a view to checking that the declared data fully correspond to the actual radioactive cargo. Organizational measures involve the Sheremetyevo customs office has a department whose personnel is specially trained in radiation monitoring and can operate radiometric and spectrometric instruments. These specialists are included in shifts on duty responsible for customs clearing and inspection and carry out continuous radiation monitoring of passengers and their luggage, vehicles and goods crossing the border. They work on the 24-hour basis, which allows quickly and skillfully localizing the detected radiation source and avoiding direct contact of customs, officers, airport personnel, and passengers with the radioactive item. Technical measures include provision and everyday use of radiation monitoring instrumentation, classified as: stationary equipment of primary radiation monitoring (SEPRM); hand-held instruments for additional radiation monitoring (RM); spectrometric equipment for control of legal FRM transport. The customs procedure for monitoring of fissionable and radioactive materials is divided into three stages. Stage I, primary RM is carried out by stationary FRM detection systems Yantar for customs applications installed on the customs inspection line next to the X-ray inspection equipment (XIE). Stage II, additional RM is carried out by officer who uses hand-held instruments to check the passenger's luggage for surface contamination; to perform primary identification of the detected radioactive source

  4. American Recovery and Reinvestment Act of 2009. Experiences from the Consumer Behavior Studies on Engaging Customers

    Energy Technology Data Exchange (ETDEWEB)

    Cappers, Peter [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Scheer, Richard [Scheer Ventures, Takoma Park, MD (United States)

    2014-09-01

    One of the most important aspects for the successful implementation of customer-facing programs is to better understand how to engage and communicate with consumers. Customer-facing programs include time-based rates, information and feedback, load management, and energy efficiency. This report presents lessons learned by utilities through consumer behavior studies (CBS) conducted as part of the Department of Energy’s (DOE) Smart Grid Investment Grant (SGIG) program. The SGIG CBS effort presents a unique opportunity to advance the understanding of consumer behaviors in terms of customer acceptance and retention, and electricity consumption and peak demand impacts. The effort includes eleven comprehensive studies with the aim of evaluating the response of residential and small commercial customers to time-based rate programs implemented in conjunction with advanced metering infrastructure and customer systems such as in-home displays, programmable communicating thermostats, and web portals. DOE set guidelines and protocols that sought to help the utilities design studies that would rigorously test and more precisely estimate the impact of time-based rates on customers’ energy usage patterns, as well as identify the key drivers that motivate behavioral changes.

  5. A Data-Driven Customer Quality of Experience System for a Cellular Network

    Directory of Open Access Journals (Sweden)

    Hyunglok Jung

    2017-01-01

    Full Text Available Improving customer-perceived service quality is a critical mission of telecommunication service providers. Using 35 billion call records, we develop a call quality score model to predict customer complaint calls. The score model consists of two components: service quality score and connectivity score models. It also incorporates human psychological impacts such as the peak and end effects. We implement a large-sized data processing system that manages real-time service logs to generate quality scores at the customer level using big data processing technology and analysis techniques. The experimental results confirm the validity of the developed model in distinguishing probable complaint callers. With the adoption of the system, the first call resolution rate of the call center increased from 45% to 73%, and the field engineer dispatch rate from 46% to 25%.

  6. 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....

  7. 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...

  8. Neuromarketing: Understanding Customers' Subconscious Responses to Marketing

    Directory of Open Access Journals (Sweden)

    Jussi Numminen

    2012-12-01

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

  9. 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...

  10. Web vs phone based service experiences : Effects of emotions on customer satisfaction across sectors

    NARCIS (Netherlands)

    Simons, L.P.A.; Reuver, M. de; Langley, D.J.; Attema-van Waas, A.R.; Hoeve, M.C.; Hulsbergen, F.; Koning, N.M. de

    2011-01-01

    Empirical studies show that emotions mediate the impact of perceived service quality on customer satisfaction. In this paper, we explore how the mediating effect of emotions differs between web and telephone encounters. In addition, we explore if this mediating effect differs across three service

  11. Breaking down IT silos: a "connected" way to improve customer experience and the bottom line.

    Science.gov (United States)

    Hallowell, Bruce; Turisco, Frances

    2009-03-01

    Hospitals can provide customer service like Amazon.com without purchasing new technology. Making technology interactive requires sharing patient data across applications and enhancing existing IT with decision support. Breaking down technology silos between hospital and outpatient care provider systems significantly improves efficiency, lowers costs, and speeds care delivery.

  12. Antecedents and benefits of obtaining preferred customer status: Experiences from the Dutch construction industry

    NARCIS (Netherlands)

    Bemelmans, Jeroen; Voordijk, Johannes T.; Vos, Bart; Dewulf, Geert P.M.R.

    2015-01-01

    Purpose – The purpose of this paper is to explore both the antecedents and the impact of a buying company having preferred customer status. Specific attention is paid to an, until now, unexplored antecedent: the buyer’s maturity as perceived by the supplier. In terms of impact, the focus is on the

  13. Antecedents and benefits of obtaining preferred customer status : Experiences from the Dutch construction industry

    NARCIS (Netherlands)

    Bemelmans, Jeroen; Voordijk, J.T.; Vos, Bart; Dewulf, Geert

    2015-01-01

    Purpose – The purpose of this paper is to explore both the antecedents and the impact of a buying company having preferred customer status. Specific attention is paid to an, until now, unexplored antecedent: the buyer’s maturity as perceived by the supplier. In terms of impact, the focus is on the

  14. Experience from large scale use of the EuroGenomics custom SNP chip in cattle

    DEFF Research Database (Denmark)

    Boichard, Didier A; Boussaha, Mekki; Capitan, Aurélien

    2018-01-01

    This article presents the strategy to evaluate candidate mutations underlying QTL or responsible for genetic defects, based upon the design and large-scale use of the Eurogenomics custom SNP chip set up for bovine genomic selection. Some variants under study originated from mapping genetic defect...

  15. The effect of service experiences over time on a supplier's retention of business customers

    NARCIS (Netherlands)

    Bolton, Ruth N.; Lemon, Katherine N.; Bramlett, Matthew D.

    2006-01-01

    This paper examines the link between a supplier's marketing and service operations and its business customers' subsequent repatronage behavior. We develop a dynamic model of service contract renewal for an individual firm, at the contract level, recognizing interdependencies among service contract

  16. In-Store Media and Channel Management

    OpenAIRE

    Anthony Dukes; Yunchuan Liu

    2007-01-01

    In this paper, we study the interesting and complicated effects of retailer in-store media on distribution channel relationships. With the help of advanced technology, retailers can open in-store media in their stores and allow manufacturers to advertise through the instore media. We show that opening in-store media is a strategic decision for a retailer, and a retailer may strategically subsidize manufacturers on their advertising through instore media to better coordinate the channel. Even ...

  17. Experiences with the Mobile Interactive Learning Table: a custom table for education

    OpenAIRE

    Wilson, Gregory

    2011-01-01

    Multi-touch technology on tabletop displays lets children interact with digital objects in collaborative and competitive ways. Multi-touch tables are not a part of classroom instruction because of high cost and lack of meaningful applications. This thesis explores possible solutions to building hardware and software that support the engagement of children. Outlined is a demonstration of our Mobile Interactive Learning Table (MILT), a custom hardware system that can be built for a cost well...

  18. Variable demand and productivity in diagnostic medicine: the customer experience with the scheduling of examinations

    Directory of Open Access Journals (Sweden)

    Leandro Ortigoza Martins

    2016-04-01

    Full Text Available From the perspective of marketing, diagnostic medicine services are perishable and demand is variable — characteristics that difficult the maximization of results. Service providers offer the exams through time scheduling system without, however, overcome the inefficiency caused by the no show customers. The objective of this research was to investigate the level of satisfaction of consumers of diagnostic medicine with the schedule, the acceptance of a new model without an appointment time and analyze three secondary dimensions common to the two models (no show, seasonality and timeout in customer satisfaction. This is a quantitative research with exploratory-descriptive design performed with 2,545 clients from a privately held diagnostic medicine in 2013. The results of the secondary dimensions indicated that customers tend to frequent establishments as the current seasonal and are sensitive to wait. As for the main dimensions (scheduling and demand free, there are different levels of acceptance, indicating that the two systems are complementary and not exclusive and therefore, the feasibility of adopting a hybrid model of operation, with the use of two templates.

  19. (G6PD) in stored blood

    African Journals Online (AJOL)

    Red blood cell viability in stored blood determines successful transfusion. Glucose-6-phosphate dehydrogenase (G6PD) activity has been shown to maintain red blood cell membrane integrity. This study was, therefore, aimed at estimating the G6PD activity in stored blood bags at the blood bank of the University of Nigeria ...

  20. 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...

  1. 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…

  2. A hands-on experience of the voice of customer analysis in maternity care from Iran.

    Science.gov (United States)

    Aghlmand, Siamak; Lameei, Aboulfath; Small, Rhonda

    2010-01-01

    The purpose of this paper is to describe the use of voice of customer (VoC) analysis in a maternity care case study, where the aim was to identify the most important requirements of women giving birth and to determine targets for the improvement of maternity care in Fayazbakhsh Hospital in Tehran, Iran. The tools of VoC analysis were used to identify: the main customer segment of maternity care; the most important of women's needs and requirements; the level of maternal satisfaction with delivered services at the study hospital and at a competitor; the nature of women's of requirements (termed Kano levels: assumed, expected, and unexpected); and the priorities of the study hospital for meeting these requirements. Women identified the well-being of mother and baby as the most important requirements. Women's satisfaction with the services was, with a few exceptions, low to moderate. Services related to most of the maternal requirements were ranked better in the competitor hospital than the study hospital. The results form a solid basis for achieving improvements in the processes of care for mothers and babies. The paper presents a systematic approach to VoC analysis in health care settings as a basis for clinical process improvement initiatives.

  3. Development of a customer experience-based brand strategy for the Lenovo Group to explore the UK market

    OpenAIRE

    Yin, Yuanyuan; Holland, Ray; Qin, Shengfeng; Wu, Weicheng

    2006-01-01

    This paper presented a development of a customer experience-based brand strategy for Lenovo Group which is one of the biggest and most powerful PC producers in the world. After acquiring the IBM’s Personal Computing division, Lenovo focus on exploring the UK market. Due to differences in culture, user behaviour, market environment and so on, Lenovo have to develop a new product development brand strategy to transfer their successful brand strategy from China to the UK. The key question in thi...

  4. Suppressing emotion and engaging with complaining customers at work related to experience of depression and anxiety symptoms: a nationwide cross-sectional study

    OpenAIRE

    YOON, Jin-Ha; KANG, Mo-Yeol; JEUNG, Dayee; CHANG, Sei-Jin

    2017-01-01

    Our aim was to investigate the relationship between suppressing emotion and engaging with complaining customers at work and experience of depression and anxiety symptoms. We used nationally representative data from the Korean Working Condition Survey with 15,669 paid customer service workers. Job characteristics of ?Engaging with Complaints?, ?Suppressing Emotion?, experience of depression and anxiety symptoms were measured by self-reported questionnaires. Gender specific odds ratios (OR) and...

  5. Custom OpenStreetMap Rendering – OpenTrackMap Experience

    Directory of Open Access Journals (Sweden)

    Radek Bartoň

    2010-02-01

    Full Text Available After 5 years of its existence, the OpenSteetMap [1] is becoming to be an important and valuable source of a geographic data for all people on the world. Although initially targeted to provide a map of cities for routing services, it can be exploited to other and often unexpected purposes. Such an utilization is an effort to map a network of hiking tracks of the Czech Tourist Club [2].  To support and apply this endeavour, the OpenTrackMap [3] project was started. Its aim is to primarily provide a customized rendering style for Mapnik renderer which emphasizes map features important to tourists and displays a layer with hiking tracks. This article presents obstacles which such project must face and it can be used as a tutorial for other projects of similar type.

  6. [From empowerment to customer satisfaction: experience of a medical oncology unit].

    Science.gov (United States)

    Cifaldi, L; Gareri, R; Cristina, G; Felicetti, V; Gremigni, U

    2009-01-01

    The purpose of the study was the objective assessment of the outpatients satisfaction of the Medical Oncology Unit in Colleferro (USL Roma G), Italy. A retrospective survey conducted on 584 patients using a closed questionnaire focusing on nine items assess the degree of satisfaction expressed by patients relating to the different aspects of the service. The main aspects object of analysis were the accommodation, the relationship with the staff, the comfort of the structure and the health assistance received. The survey showed a high percentage of overall satisfaction for each of the nine parameters evaluated. There were no significant differences appreciated on a personal variables. The evaluation of customer satisfaction is a useful tool to measure patients approval and to meet their needs.

  7. The truth about patient experience: what we can learn from other industries, and how three ps can improve health outcomes, strengthen brands, and delight customers.

    Science.gov (United States)

    Needham, Brian R

    2012-01-01

    Improving the patient experience is an issue many healthcare organizations face. However, it is the opinion of this author that the focus on patient satisfaction scores alone is short-sighted and that the most successful organizations will adopt best practices from other industries to deliver a more complete patient experience. This article presents an extensive review of best practices in customer experience from numerous customer-centric industries and postulates as to how the healthcare field might apply them. A new framework for improving patient experience is proposed--one that moves beyond the traditional focus on satisfaction scores to embrace the core differentiating characteristics of the organization.

  8. Pengaruh Market Orientation Terhadap Customer Loyalty Dengan Perceived Quality Dan Customer Experience Sebagai Variabel Perantara Serta Brand Reputation Sebagai Variabel Intervening Di English First Surabaya

    OpenAIRE

    Santosa, Teguh Wibisono

    2015-01-01

    - Masuknya AFTA ( ASEAN Free Trade Area ) dan MEA ( Masyarakat Ekonomi ASEAN ) di Indonesia tahun 2015. Berdampak pada kebutuhan SDM yang berkualitas, tentunya salah satu talak ukur kualitas SDM adalah kemampuan berbahasa asing. Hal inilah yang berdampak pada pertumbuhan pelanggan bagi Perusahaan penyedia layanan pendidikan bahasa asing di Indonesia seperti English First, Penelitian ini bertujuan untuk menganalisa pengaruh dari Market Orientation Terhadap Customer Loyalty English First Sur...

  9. Lessons Learned: A review of utility experience with conservation and load management programs for commercial and industrial customers

    Energy Technology Data Exchange (ETDEWEB)

    Nadel, S.

    1990-10-01

    This report examines utility experience with conservation and load management (C LM) programs of commercial and industrial (C I) customers in order to summarize the lessons learned from program experiences to date and what these teach us about how to operate successful programs in the future. This analysis was motivated by a desire to learn about programs which achieve high participation rates and high electricity savings while remaining cost effective. Also, we wanted to review the very latest experiences with innovative program approaches -- approaches that might prove useful to utilities as they scale up their C LM activities. Specific objectives of this phase of the study are threefold: (1) To disseminate information on utility C LM experience to a nationwide audience. (2) To review current New York State utility programs and make suggestions on how these programs can be improved. (3) To collect data for the final phase of the American Council for an Energy-Efficient Economy/New York State Energy Research and Development Authority project, which will examine the savings that are achievable if C LM programs are pushed to the limit'' of current knowledge on how to structure and run cost-effective C LM programs. 19 tabs.

  10. Instructors' Perceptions and Experiences Creating and Implementing Customized E-Texts in Education Courses

    Science.gov (United States)

    Subramony, Deepak Prem

    2018-01-01

    This article presents partial findings from a case study exploring the outcome of an open alternative electronic textbook initiative launched by the College of Education at a large Midwestern university. On the basis of interview data generated by the aforesaid study, this article details the perceptions and experiences of instructors…

  11. Customized workflow development and data modularization concepts for RNA-Sequencing and metatranscriptome experiments.

    Science.gov (United States)

    Lott, Steffen C; Wolfien, Markus; Riege, Konstantin; Bagnacani, Andrea; Wolkenhauer, Olaf; Hoffmann, Steve; Hess, Wolfgang R

    2017-11-10

    RNA-Sequencing (RNA-Seq) has become a widely used approach to study quantitative and qualitative aspects of transcriptome data. The variety of RNA-Seq protocols, experimental study designs and the characteristic properties of the organisms under investigation greatly affect downstream and comparative analyses. In this review, we aim to explain the impact of structured pre-selection, classification and integration of best-performing tools within modularized data analysis workflows and ready-to-use computing infrastructures towards experimental data analyses. We highlight examples for workflows and use cases that are presented for pro-, eukaryotic and mixed dual RNA-Seq (meta-transcriptomics) experiments. In addition, we are summarizing the expertise of the laboratories participating in the project consortium "Structured Analysis and Integration of RNA-Seq experiments" (de.STAIR) and its integration with the Galaxy-workbench of the RNA Bioinformatics Center (RBC). Copyright © 2017 The Authors. Published by Elsevier B.V. All rights reserved.

  12. MxCuBE: a synchrotron beamline control environment customized for macromolecular crystallography experiments

    International Nuclear Information System (INIS)

    Gabadinho, José; Beteva, Antonia; Guijarro, Matias; Rey-Bakaikoa, Vicente; Spruce, Darren

    2010-01-01

    MxCuBE is a beamline control environment optimized for the needs of macromolecular crystallography. This paper describes the design of the software and the features that MxCuBE currently provides. The design and features of a beamline control software system for macromolecular crystallography (MX) experiments developed at the European Synchrotron Radiation Facility (ESRF) are described. This system, MxCuBE, allows users to easily and simply interact with beamline hardware components and provides automated routines for common tasks in the operation of a synchrotron beamline dedicated to experiments in MX. Additional functionality is provided through intuitive interfaces that enable the assessment of the diffraction characteristics of samples, experiment planning, automatic data collection and the on-line collection and analysis of X-ray emission spectra. The software can be run in a tandem client-server mode that allows for remote control and relevant experimental parameters and results are automatically logged in a relational database, ISPyB. MxCuBE is modular, flexible and extensible and is currently deployed on eight macromolecular crystallography beamlines at the ESRF. Additionally, the software is installed at MAX-lab beamline I911-3 and at BESSY beamline BL14.1

  13. 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.

  14. 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

  15. Variability of electricity load patterns and its effect on demand response: A critical peak pricing experiment on Korean commercial and industrial customers

    International Nuclear Information System (INIS)

    Jang, Dongsik; Eom, Jiyong; Jae Park, Min; Jeung Rho, Jae

    2016-01-01

    To the extent that demand response represents an intentional electricity usage adjustment to price changes or incentive payments, consumers who exhibit more-variable load patterns on normal days may be capable of altering their loads more significantly in response to dynamic pricing plans. This study investigates the variation in the pre-enrollment load patterns of Korean commercial and industrial electricity customers and their impact on event-day loads during a critical peak pricing experiment in the winter of 2013. Contrary to conventional approaches to profiling electricity loads, this study proposes a new clustering technique based on variability indices that collectively represent the potential demand–response resource that these customers would supply. Our analysis reveals that variability in pre-enrollment load patterns does indeed have great predictive power for estimating their impact on demand–response loads. Customers in relatively low-variability clusters provided limited or no response, whereas customers in relatively high-variability clusters consistently presented large load impacts, accounting for most of the program-level peak reductions. This study suggests that dynamic pricing programs themselves may not offer adequate motivation for meaningful adjustments in load patterns, particularly for customers in low-variability clusters. - Highlights: • A method of clustering customers by variability indices is developed. • Customers in high-variability clusters provide substantial peak reductions. • Low-variability clusters exhibit limited reductions. • For low-variability customers, alternative policy instruments is well advised. • A model of discerning customer's demand response potential is suggested.

  16. Quality Assurance on a Custom SiPMs Array for the Mu2e Experiment

    Energy Technology Data Exchange (ETDEWEB)

    Atanov, N.; et al.

    2017-11-20

    The Mu2e experiment at Fermilab will search for the coherent $\\mu \\to e$ conversion on aluminum atoms. The detector system consists of a straw tube tracker and a crystal calorimeter. A pre-production of 150 Silicon Photomultiplier arrays for the Mu2e calorimeter has been procured. A detailed quality assur- ance has been carried out on each SiPM for the determination of its own operation voltage, gain, dark current and PDE. The measurement of the mean-time-to-failure for a small random sample of the pro-production group has been also completed as well as the determination of the dark current increase as a function of the ioninizing and non-ioninizing dose.

  17. Smart Trigger Pre-Processor Custom Electronics for the PHENIX Experiment

    International Nuclear Information System (INIS)

    Nagle, James L.

    2003-01-01

    OAK-B135 The document provides a final technical report on activities and accomplishments of the experimental relativistic heavy ion physics group at the University of Colorado at Boulder as supported by the Outstanding Junior Investigator Program, Division of Nuclear Physics at the Department of Energy. All of the goals of the grant proposal were achieved during this last year of the Outstanding Junior Investigator funding period. The development of a Smart Trigger Pre-Processor module for fast trigger primitive calculations in the PHENIX experiment has been completed. We finalized the board design, constructed and tested two prototype modules, and with additional funding from the PHENIX project, we fabricated a full set of 15 modules for the Muon Tracking system. During Run-4 at RHIC:, we have begun the process of integrating these modules into the PHENIX data acquisition system, Additionally, we put a large Effort into developing new trigger and fast-track analysis methods for J j J data filtering and reconstruction. These algorithms make use of the trigger primitivE∼s generated via the new electronics

  18. Customer convergence: patients, physicians, and employees share in the experience and evaluation of healthcare quality.

    Science.gov (United States)

    Clark, Paul Alexander; Wolosin, Robert J; Gavran, Goran

    2006-01-01

    This article explores the interrelationships between three categories of service quality in healthcare delivery organizations: patient, employee, and physician satisfaction. Using the largest and most representative national databases available, the study compares the evaluations of hospital care by more than 2 million patients, 150,000 employees, and 40,000 physicians. The results confirm the relationship connecting employees' satisfaction and loyalty to their patients' satisfaction and loyalty. Patients' satisfaction and loyalty were also strongly associated with medical staff physicians' evaluations of overall satisfaction and loyalty to the hospital. Similarly, hospital employees' satisfaction and loyalty were related to the medical staff physicians' satisfaction with and loyalty to the hospital. Based upon the strength of the interrelationships, individual measures and subscales can serve as leverage points for improving linked outcomes. Patients, physicians, and employees, the three co-creators of health, agree on the evaluation of the quality of that service experience. The results demonstrate that promoting patient-centeredness, enhancing medical staff relations, and improving the satisfaction and loyalty of employees are not necessarily three separate activities in competition for hospital resources and marketing leadership attention.

  19. The added value of social media data in B2B customer acquisition systems: A real-life experiment

    OpenAIRE

    Meire, Matthijs; Ballings, Michel; Van den Poel, Dirk

    2017-01-01

    Business-to-business organizations and scholars are becoming increasingly aware of the possibilities social media and predictive analytics offer. Despite the interest in social media, only few have analyzed the impact of social media on the sales process. This paper takes a quantitative view to examine the added value of Facebook data in the customer acquisition process. In order to do so, we devise a customer acquisition decision support system to qualify prospects as potential customers, an...

  20. Wellness Tourism among Seniors in Taiwan: Previous Experience, Service Encounter Expectations, Organizational Characteristics, Employee Characteristics, and Customer Satisfaction

    Directory of Open Access Journals (Sweden)

    Kaung-Hwa Chen

    2015-08-01

    Full Text Available This study aimed to investigate the influence of the service encounter expectations of senior customers during wellness tours on customer satisfaction. The organizational attributes of hotels, organizational characteristics and employee characteristics, were adopted as mediating variables. A total of 346 valid questionnaires were retrieved from 50 year-old and above seniors in Taiwan. The results showed that the service encounter expectations of seniors had an indirect influence on customer satisfaction and the organizational attributes mediated the service encounter expectations of seniors and customer satisfaction. The moment of truth in the interactions between service staff members and seniors represents the pivotal management implication of this study.

  1. Product Customization

    DEFF Research Database (Denmark)

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

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

  2. 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.

  3. 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...

  4. Customers' Loyalty & Brand Experience : Branding Strategy to Successfully Approach Consumers' Minds and Promote Customers' Loyalty: Generating the “Brand Experience”

    OpenAIRE

    Ghafoorzadeh, Sara

    2009-01-01

    Branding is one of the fundamental aspects in order to achieve brand success. Effective positioning and communication strategies lead to a higher competitive advantage. The brand represents a guarantee, a trustful relation and a promise towards the consumer. Branding is essential and derives from experience; a successful branding strategy allows the organisation to correctly position itself in the consumer's mind. Branding efforts (i.e. logo, websites, advertising, etc.) influence the consume...

  5. Analyzing the Influence of Customer Experience of Call Centre Towards Brand Loyalty of Telkomsel Users in Manado

    OpenAIRE

    Item, Alwins Januard

    2013-01-01

    A fairly rapid growth in Indonesian telecommunications industry has encourages the competition among existing providers. The need to increase customer satisfaction through CRM for every company is now considered to be more important. Nowadays, call centre not only limited to provide convenience feeling to the customers in keep in touch with the company. The extended function of this service can be use to build loyalty to a brand. Telkomsel as one of the famous provider also provide call centr...

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

    Energy Technology Data Exchange (ETDEWEB)

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

    2004-07-01

    There is growing interest in policies, programs and tariffs that encourage customer loads to provide demand response (DR) to help discipline wholesale electricity markets. Proposals at the retail level range from eliminating fixed rate tariffs as the default service for some or all customer groups to reinstituting utility-sponsored load management programs with market-based inducements to curtail. Alternative rate designs include time-of-use (TOU), day-ahead real-time pricing (RTP), critical peak pricing, and even pricing usage at real-time market balancing prices. Some Independent System Operators (ISOs) have implemented their own DR programs whereby load curtailment capabilities are treated as a system resource and are paid an equivalent value. The resulting load reductions from these tariffs and programs provide a variety of benefits, including limiting the ability of suppliers to increase spot and long-term market-clearing prices above competitive levels (Neenan et al., 2002; Boren stein, 2002; Ruff, 2002). Unfortunately, there is little information in the public domain to characterize and quantify how customers actually respond to these alternative dynamic pricing schemes. A few empirical studies of large customer RTP response have shown modest results for most customers, with a few very price-responsive customers providing most of the aggregate response (Herriges et al., 1993; Schwarz et al., 2002). However, these studies examined response to voluntary, two-part RTP programs implemented by utilities in states without retail competition.1 Furthermore, the researchers had limited information on customer characteristics so they were unable to identify the drivers to price response. In the absence of a compelling characterization of why customers join RTP programs and how they respond to prices, many initiatives to modernize retail electricity rates seem to be stymied.

  7. Focusing on customer service.

    Science.gov (United States)

    1996-01-01

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

  8. 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.

  9. Impact of a novel training experience on the development of a customer service culture in a large hospital trust.

    Science.gov (United States)

    Eales-Reynolds, Lesley-Jane; Clarke, Colin

    2012-01-01

    This study was designed with the intention of exploring the effectiveness of a novel approach to training health services workers to meet the aims of raising awareness of their customer care framework and encouraging a culture of customer service throughout their organisation. The impact of the educational intervention was examined using a mixed methods approach involving pre- and post-workshop questionnaires and one-to-one, semi-structured interviews. The paper finds that the approach adopted was effective in raising awareness of the customer care framework and in enhancing participant's self-efficacy in relation to the principles of customer care. Transference to the workplace was dependent on personality and departments having sufficient numbers of staff participating. Time and resources for the project limited the follow-up interviews designed to explore if, and to what extent, the learning had had a lasting impact on participants and if it had enabled transference to the workplace. In addition, complications in releasing people from work in order to take part meant that a number of volunteers had to withdraw. This limits the range of data obtained. This paper describes a novel research-informed approach to training, involving participants in high fidelity, error-based simulations and in a research process which facilitated their repeated reflection on the learning. As a result the paper demonstrates large-scale training of customer care can effectively impact on practice.

  10. Persistence of malathion residues in stored wheat

    International Nuclear Information System (INIS)

    Farghaly, M.; Zayed, S.M.A.D.

    1990-01-01

    The persistence of succinate- 14 C-malathion in stored wheat was investigated under local conditions during a storage period of 32 weeks. The insecticide penetrated readily into the seed and up to 16% of the applied dose was found to be bound after 32 weeks in storage. Total terminal residues declined to 9.3 and 21.0 mg/kg from initially applied doses of 12.2 and 24.4 mg/kg respectively. A small percentage of malaoxon was detected only during the early weeks after treatment (3-5%). Malathion was the major constituent of the extractable residues. In addition, seven degradation products were detected and identified. (author). 6 refs, 2 figs, 2 tabs

  11. 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.

  12. [Correction of congenital malformations by custom-made silicone implants: Contribution of computer-aided design. Experience of 611 cases].

    Science.gov (United States)

    Chavoin, J P; Chaput, B; Garrido, I; Moreno, B; Dahan, M; Grolleau, J L

    2016-10-01

    Modern techniques of computer-aided design and tridimensional prototyping for manufacturing silicone elastomer custom implants are growing. They have widely modified the surgical indications in our unit. By presenting their experience of 611 cases managed between 1993 and 2016, the authors describe the method of conception from CT-scans, the virtual image of the body and the manufacture of the custom-made implant perfectly adapted to the anatomy of each one. The operative techniques are described for the three main indications: the funnel chest or pectus excavatum (474 cases) according to a modified CHIN classification is corrected simply and very satisfactorily. This approach may render thoracic surgery techniques obsolete. Indeed, these operations remain risky and of doubtful functional utility; Poland syndrome (116 cases), where the use of a custom-made implant for compensation of muscle volume is frequently used, but can be improved by a transfer of adipose tissue or a classic breast implant; the leg atrophies (21 cases) receive custom elastomer implants introduced in a sub-fascial plane. The results are excellent for pectus excavatum but more difficult to optimize for the other two indications, requiring sometimes complementary techniques. Complications are rare and often benign, implants endure for life. Quality of life, psychological comfort and self-esteem have been improved with low morbidity and without having undergone a painful surgical experience. Reconstructive procedures of congenital malformations by custom-made silicone implants open a new field of activity for our surgical specialty with vast opportunities. Copyright © 2016 Elsevier Masson SAS. All rights reserved.

  13. 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...

  14. Electricity Customers

    Science.gov (United States)

    Residential, commercial, and industrial customers each account for roughly one-third of the nation’s electricity use. The transportation sector also accounts for a small fraction of electricity, although it could increase.

  15. Suppressing emotion and engaging with complaining customers at work related to experience of depression and anxiety symptoms: a nationwide cross-sectional study.

    Science.gov (United States)

    Yoon, Jin-Ha; Kang, Mo-Yeol; Jeung, Dayee; Chang, Sei-Jin

    2017-06-08

    Our aim was to investigate the relationship between suppressing emotion and engaging with complaining customers at work and experience of depression and anxiety symptoms. We used nationally representative data from the Korean Working Condition Survey with 15,669 paid customer service workers. Job characteristics of "Engaging with Complaints", "Suppressing Emotion", experience of depression and anxiety symptoms were measured by self-reported questionnaires. Gender specific odds ratios (OR) and 95% confidence intervals (95% CI) were calculated using multivariate logistic regression after controlling for age, income, education level, job satisfaction, and working hours per week. The results showed that people who were 'Always Engaging with Complaints' (OR: 3.81, 95% CI: 1.83-7.96 for male, OR: 3.98, 95% CI: 2.07-7.66 for female) and 'Always Suppressing Emotion' (OR: 2.33, 95% CI: 1.33-4.08 for male, OR: 2.83, 95% CI: 1.67-4.77 for female) were more likely to experience depression and anxiety symptoms compared to those 'Rarely Engaging with Complaints' and 'Rarely Suppressing Emotion', respectively. Additionally, there was an interactive relationship between those job characteristics. Our nationwide study demonstrates that mental health problems are incrementally related to how much service workers must engage with complaining customers and suppressing emotion at work.

  16. Hedging customers.

    Science.gov (United States)

    Dhar, Ravi; Glazer, Rashi

    2003-05-01

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

  17. Customer portfolios

    DEFF Research Database (Denmark)

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

    2017-01-01

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

  18. 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.

  19. Customer Loyalty and Customer Relationship Management

    Science.gov (United States)

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

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

  20. Investigating the effects of brand experience, trust, perception image and satisfaction on creating customer loyalty: A case study of laptop market

    Directory of Open Access Journals (Sweden)

    Samaneh Khalili

    2013-09-01

    Full Text Available This paper presents an empirical investigation on the effects of brand experience, trust, perception image and brand satisfaction on creating customer loyalty on Iranian laptop market. The proposed study of this paper prepares a questionnaire in Likert scale and distributes it among some university students in province of Qazvin, Iran. The implementation of structural equation modeling for the proposed study of this paper has been accomplished based on LISREL software. Cronbach alphas for experience, satisfaction, loyalty, trust and perception from brand are calculated as 0.71, 0.83, 0.76, 0.69 and 0.86, respectively and they validate the overall questionnaire. The results of the survey on testing various hypotheses indicate that brand experience has positive and meaningful relationship with brand satisfaction, trust, perception image and loyalty. In addition, satisfaction, perception image and trust have positive meaningful with brand loyalty.

  1. Do information, price, or morals influence ethical consumption? A natural field experiment and customer survey on the purchase of Fair Trade coffee.

    Science.gov (United States)

    Andorfer, Veronika A; Liebe, Ulf

    2015-07-01

    We address ethical consumption using a natural field experiment on the actual purchase of Fair Trade (FT) coffee in three supermarkets in Germany. Based on a quasi-experimental before-and-after design the effects of three different treatments - information, 20% price reduction, and a moral appeal - are analyzed. Sales data cover actual ethical purchase behavior and avoid problems of social desirability. But they offer only limited insights into the motivations of individual consumers. We therefore complemented the field experiment with a customer survey that allows us to contrast observed (ethical) buying behavior with self-reported FT consumption. Results from the experiment suggest that only the price reduction had the expected positive and statistically significant effect on FT consumption. Copyright © 2015 Elsevier Inc. All rights reserved.

  2. Product customization

    DEFF Research Database (Denmark)

    Lueg, Rainer

    2015-01-01

    This case study deals with the extension, customization, and profitability of two new product lines of a bicycle manufacturer. It can serve both as a discussion basis in class as well as an exam for advanced Master students in management, marketing, and ccounting. The case illustrates how variance...... application of financial analysis can lead to dysfunctional decisions that run counter to a company’s business model....

  3. French Customs

    CERN Multimedia

    GS Department

    2010-01-01

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

  4. Custom ultrasonic instrumentation for flow measurement and real-time binary gas analysis in the CERN ATLAS experiment

    Science.gov (United States)

    Alhroob, M.; Battistin, M.; Berry, S.; Bitadze, A.; Bonneau, P.; Boyd, G.; Crespo-Lopez, O.; Degeorge, C.; Deterre, C.; Di Girolamo, B.; Doubek, M.; Favre, G.; Hallewell, G.; Katunin, S.; Lombard, D.; Madsen, A.; McMahon, S.; Nagai, K.; O'Rourke, A.; Pearson, B.; Robinson, D.; Rossi, C.; Rozanov, A.; Stanecka, E.; Strauss, M.; Vacek, V.; Vaglio, R.; Young, J.; Zwalinski, L.

    2017-01-01

    The development of custom ultrasonic instrumentation was motivated by the need for continuous real-time monitoring of possible leaks and mass flow measurement in the evaporative cooling systems of the ATLAS silicon trackers. The instruments use pairs of ultrasonic transducers transmitting sound bursts and measuring transit times in opposite directions. The gas flow rate is calculated from the difference in transit times, while the sound velocity is deduced from their average. The gas composition is then evaluated by comparison with a molar composition vs. sound velocity database, based on the direct dependence between sound velocity and component molar concentration in a gas mixture at a known temperature and pressure. The instrumentation has been developed in several geometries, with five instruments now integrated and in continuous operation within the ATLAS Detector Control System (DCS) and its finite state machine. One instrument monitors C3F8 coolant leaks into the Pixel detector N2 envelope with a molar resolution better than 2ṡ 10-5, and has indicated a level of 0.14 % when all the cooling loops of the recently re-installed Pixel detector are operational. Another instrument monitors air ingress into the C3F8 condenser of the new C3F8 thermosiphon coolant recirculator, with sub-percent precision. The recent effect of the introduction of a small quantity of N2 volume into the 9.5 m3 total volume of the thermosiphon system was clearly seen with this instrument. Custom microcontroller-based readout has been developed for the instruments, allowing readout into the ATLAS DCS via Modbus TCP/IP on Ethernet. The instrumentation has many potential applications where continuous binary gas composition is required, including in hydrocarbon and anaesthetic gas mixtures.

  5. The Effect of Advertising and In-Store Promotion on the Demand for Chocolate

    OpenAIRE

    Jason C. Patalinghug

    2013-01-01

    This paper analyzes the effect of TV advertising and in-store displays on the sales of chocolates. I examine which method is more effective in gaining customers and in increasing total sales. Also, I look at the evidence to see whether the lack of advertising by a firm will hurt the industry as a whole. In this essay, I use a nested logit model on scanner data obtained by the Zwick Center for Food and Resource Policy at the University of Connecticut's Department of Agricultural and Resource E...

  6. The effect of restaurant attributes on customers' expectations and experiences in formal full service restaurants in Port Elizabeth, South Africa

    OpenAIRE

    O Mhlanga; Z Hattingh; HJ Moolman

    2014-01-01

    The purpose of this study was to assess the effect of restaurant attributes on customers’ expectations and experiences in formal full service restaurants. The attributes included in this research were food, service and ambience as independent variables and expectations and experiences as dependent variables. The aims were to: (a) assess restaurant attributes that are important for customers’ expectations and experiences, (b) to determine which restaurant attributes had...

  7. 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.

  8. Custom real-time ultrasonic instrumentation for simultaneous mixture and flow analysis of binary gases in the CERN ATLAS experiment

    CERN Document Server

    Alhroob, M.; Berry, S.; Bitadze, A.; Bonneau, P.; Boyd, G.; Crespo-Lopez, O.; Degeorge, C.; Deterre, C.; Di Girolamo, B.; Doubek, M.; Favre, G.; Hallewell, G.; Hasib, A.; Katunin, S.; Lombard, D.; Madsen, A.; McMahon, S.; Nagai, K.; O'Rourke, A.; Pearson, B.; Robinson, D.; Rossi, C.; Rozanov, A.; Stanecka, E.; Strauss, M.; Vacek, V.; Vaglio, R.; Young, J.; Zwalinski, L.

    2017-01-01

    Custom ultrasonic instruments have been developed for simultaneous monitoring of binary gas mixture and flow in the ATLAS Inner Detector. Sound transit times are measured in opposite directions in flowing gas. Flow rate and sound velocity are respectively calculated from their difference and average. Gas composition is evaluated in real-time by comparison with a sound velocity/composition database, based on the direct dependence of sound velocity on component concentrations in a mixture at known temperature and pressure. Five devices are integrated into the ATLAS Detector Control System. Three instruments monitor coolant leaks into N2 envelopes of the silicon microstrip and Pixel detectors. Resolutions better than ±2×10−5±2×10−5 and ±2×10−4±2×10−4 are seen for C3F8 and CO2 leak concentrations in N2 respectively. A fourth instrument detects sub-percent levels of air ingress into the C3F8 condenser of the new thermosiphon coolant recirculator. Following extensive studies a fifth instrument was b...

  9. The effect of restaurant attributes on customers' expectations and experiences in formal full service restaurants in Port Elizabeth, South Africa

    Directory of Open Access Journals (Sweden)

    O Mhlanga

    2014-01-01

    Full Text Available The purpose of this study was to assess the effect of restaurant attributes on customers’ expectations and experiences in formal full service restaurants. The attributes included in this research were food, service and ambience as independent variables and expectations and experiences as dependent variables. The aims were to: (a assess restaurant attributes that are important for customers’ expectations and experiences, (b to determine which restaurant attributes had a significant relationship with customers’ expectations and experiences. The questionnaire was based on Markovic, Raspor and Markovic’s (2010 research. In order to meet the surveys’ goals, correlation coefficient and regression analysis were conducted. The results of correlation coefficient reveal that all three restaurant attributes had a significant correlation (p<0.05 with expectations. The strongest correlation with expectations was service (r=0.76. Customers’ experiences showed that all the attributes had a weak to moderate (r≤0.5 positive correlation with customers’ experiences. The strongest correlation with experiences was food (r=0.54. The first regression model showed that all three dining attributes were significantly related (p<0.05 to customers’ expectations. The level of service (t=10.73 was rated as the most important attribute for expectations. The second regression model showed that all three dining attributes were significantly related (p<0.05 to experiences. The second model indicated that respondents rated food (t=7.51 as the most important attribute for experience. The results reveal that although good food is an essential component for customers’ experiences, however, the level of service plays a pivotal role for customers’ expectations in formal full service restaurants.

  10. Arousal and consumer in-store behavior.

    Science.gov (United States)

    Groeppel-Klein, Andrea

    2005-11-15

    From a psychophysiological point of view, arousal is a fundamental feature of behavior. As reported in different empirical studies based on insights from theories of consumer behavior, store atmosphere should evoke phasic arousal reactions to attract consumers. Most of these empirical investigations used verbal scales to measure consumers' perceived phasic arousal at the point-of-sale (POS). However, the validity of verbal arousal measurement is questioned; self-reporting methods only allow a time-lagged measurement. Furthermore, the selection of inappropriate items to represent perceived arousal is criticized, and verbal reports require some form of cognitive evaluation of perceived arousal by the individual, who might (in a non-measurement condition) not even be aware of the arousal. By contrast, phasic electrodermal reaction (EDR) has proven to be the most appropriate and valid indicator for measuring arousal [W. Boucsein, Physiologische Grundlagen und Messmethoden der dermalen Aktivität. In: F. Rösler (Ed.), Enzyklopädie der Psychologie, Bereich Psychophysiologie, Band 1: Grundlagen and Methoden der Psychophysiologie, Kapitel, Vol. 7, Hogrefe, Göttingen, 2001, pp. 551-623] that could be relevant to behavior. EDR can be recorded simultaneously to the perception of stimuli. Furthermore, telemetric online device can be used, which enables physiological arousal measurement while participants can move freely through the store and perform the assigned task in the experiments. The present paper delivers insights on arousal theory and results from empirical studies using EDR to measure arousal at the POS.

  11. Effect of Value Congruence, Brand Distinctiveness, Brand Social, Brand Warmth, and Memorable Brand Experience on Customer-Brand Identification and Brand Loyalty (Case Study: Brand of ACER Laptop)

    Science.gov (United States)

    Susanty, Aries; Tresnaningrum, Aprilia

    2018-02-01

    This study has several purposes. First, this study aims to investigate the effect of consumer-brand value congruence, brand distinctiveness, brand social benefit, brand warmth, and memorable brand experience on customer-brand identification (CBI). We call all of those factors as the antecedent factor of CBI. Second, this study aims to investigate the effect of CBI on customer loyalty. Third, investigate the role of product involvement as a moderating variable of the relationship between brand distinctiveness, brand social benefit, brand warmth, memorable brand experience and CBI. This research used primary data collected through closed questionnaires using a Likert scale of 1 - 5. The total sample size was 273 respondents located in Semarang City who has or has been using Acer Laptop for minimal one year. This research was conducted using Partial Least Square (PLS) method through SmartPLS 3.0 software. The result of data processing indicated that all of the antecedent factors of CBI have the positive and significant effect on CBI of the user of Acer Laptop. In this case, among the five antecedent factors of CBI, value congruence has the greatest effect on CBI of the user of Acer Laptop. The result of data processing also indicated that CBI has the positive and significant effect on brand loyalty of user of Acer Laptop. This study fails to prove the role of product involvement as a moderating variable of the relationship between brand distinctiveness, brand social benefit, brand warmth, memorable brand experience and CBI of the user of Acer Laptop. Moreover, based on the result of hypothesis testing, this study gives some recommendation to Acer Laptop to develop or create some features which are match with the value of user of Laptop Acer in Semarang City.

  12. Effect of Value Congruence, Brand Distinctiveness, Brand Social, Brand Warmth, and Memorable Brand Experience on Customer-Brand Identification and Brand Loyalty (Case Study: Brand of ACER Laptop

    Directory of Open Access Journals (Sweden)

    Susanty Aries

    2018-01-01

    Full Text Available This study has several purposes. First, this study aims to investigate the effect of consumer–brand value congruence, brand distinctiveness, brand social benefit, brand warmth, and memorable brand experience on customer-brand identification (CBI. We call all of those factors as the antecedent factor of CBI. Second, this study aims to investigate the effect of CBI on customer loyalty. Third, investigate the role of product involvement as a moderating variable of the relationship between brand distinctiveness, brand social benefit, brand warmth, memorable brand experience and CBI. This research used primary data collected through closed questionnaires using a Likert scale of 1 - 5. The total sample size was 273 respondents located in Semarang City who has or has been using Acer Laptop for minimal one year. This research was conducted using Partial Least Square (PLS method through SmartPLS 3.0 software. The result of data processing indicated that all of the antecedent factors of CBI have the positive and significant effect on CBI of the user of Acer Laptop. In this case, among the five antecedent factors of CBI, value congruence has the greatest effect on CBI of the user of Acer Laptop. The result of data processing also indicated that CBI has the positive and significant effect on brand loyalty of user of Acer Laptop. This study fails to prove the role of product involvement as a moderating variable of the relationship between brand distinctiveness, brand social benefit, brand warmth, memorable brand experience and CBI of the user of Acer Laptop. Moreover, based on the result of hypothesis testing, this study gives some recommendation to Acer Laptop to develop or create some features which are match with the value of user of Laptop Acer in Semarang City.

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

    Energy Technology Data Exchange (ETDEWEB)

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

    2012-07-11

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

  14. [Investigation of Acaroid mites breeding in stored dry fruits].

    Science.gov (United States)

    Tao, Ning; Zhan, Xiao-dong; Sun, En-tao; Li, Chao-pin

    2015-12-01

    To study the species and density of Acaroid mites breeding in stored dry fruits. The samples from the dried fruit stores and warehouses were collected, and the mites breeding in them were separated, then the slides with mites were prepared and observed by a light microscope for species identification and counting. The indexes such as the breeding density, species richness index, diversity index and evenness index were calculated. Totally 12 species of Acaroid mites belonging to 6 families and 10 genera were obtained from the total 49 samples. The dominant mite species were Carpoglyphus lactis, Tyrophagus putrescentiae, Acarus siro, and Caloglyphus berlesei. The breeding densities of mites in longans, filberts and plum candies were 79.78, 48.91, 35.73 mites/g, respectively, which were higher than those in other dry fruits. The seasonal variation experiment of mites found that the average breeding density of acaroid mites was higher in July and October, the richness index and diversity index reached the highest value in July, and the evenness index was higher in January and April. The observation of the growth and decline of Acaroid mites under the artificial condition found the number of Caloglyphus berlesei declined sharply and Tyrophagus putrescentiae first increased and then decreased. The pollution of Acaroid mites is serious in the stored dried fruits, for which the positive prevention and control measures to the mite breeding should be taken to reduce the harm.

  15. 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...

  16. Custom controls

    Science.gov (United States)

    Butell, Bart

    1996-02-01

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

  17. 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...

  18. Measuring the three process segments of a customer's service experience for an out-patient surgery center.

    Science.gov (United States)

    Wicks, Angela M; Chin, Wynne W

    2008-01-01

    The purpose of this research is to develop an alternative method of measuring out-patient satisfaction where satisfaction is the central construct. The Gap Model operationalized by SERVQUAL is widely used to measure service quality. However, the SERVQUAL instrument only measures expectations (resulting from the pre-process segment of the service experience) and perceptions (resulting from the post-process segment). All three segments should be measured. The lack of proper segmentation and methodological criticisms in the literature motivated this study. A partial least squares (PLS) approach, a form of structural equation modeling, is used to develop a framework to evaluate patient satisfaction in three service process segments: pre-process, process, and post-process service experiences. Results indicate that each process stage mediates subsequent stages, that the process segment is the most important to the patient and that the antecedents have differing impacts on patient satisfaction depending where in the process the antecedent is evaluated. Only one out-patient surgery center was evaluated. Patient satisfaction criteria specific to hospital selection are not included in this study. Results indicate what is important to patients in each service process segment that focus where ambulatory surgery centers should allocate resources. This study is the first to evaluate patient satisfaction with all three process segments.

  19. Customer Clustering Based on Customer Purchasing Sequence Data

    OpenAIRE

    Yen-Chung Liu; Yen-Liang Chen

    2017-01-01

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

  20. 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...

  1. 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...

  2. Services Supporting the Customer

    DEFF Research Database (Denmark)

    Gremyr, Ida; Halldorsson, Arni; Hsuan, Juliana

    2017-01-01

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

  3. Talking about Customer Service.

    Science.gov (United States)

    Talley, Mary; Axelroth, Joan

    2001-01-01

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

  4. From connection to customer

    International Nuclear Information System (INIS)

    Milatz, H.; Soeters, R.

    2001-01-01

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

  5. Mass Customization Services

    DEFF Research Database (Denmark)

    Friedrich, Gerhard

    Topics of the IMCM’08 & PETO’08 and this book are: Mass customization in service, mass customizing financial services, mass customization in supply networks, implementation issues in logistics, product life cycle and mass customization. The research field of mass customization is more than 15 years...

  6. Customer Equity von KMUs

    NARCIS (Netherlands)

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

    2003-01-01

    Customer relationships are most important assets of many SMEs. Customer Equity is the sum of the values of all customer relationships. Customer Equity will not be found in any balance sheet, nevertheless it has strategic importance. Even if companies do not want to publish their Customer Equity for

  7. Decisive Visual Saliency and Consumers' In-store Decisions

    DEFF Research Database (Denmark)

    Clement, Jesper; Aastrup, Jesper; Forsberg, Signe Charlotte

    2015-01-01

    This paper focuses on consumers' in-store visual tactics and decision-making. It has been argued that many consumers shop by routine or by simple rules and justification techniques when they purchase daily commodities. It has also been argued that they make a majority of decisions in the shop......, and that they are affected by the visual stimuli in the store. The objective for this paper is to investigate the visual saliency from two factors: 1) in-store signage and 2) placement of products. This is done by a triangulation method where we utilize data from an eye-track study and sales data from grocery stores....... The first study takes place in laboratory settings with a simulated purchase situation, and the second research design builds on manipulated in-store settings and data from real purchases. We found optimal placement of two comparable goods (branded good and private label) to increase visual attention...

  8. Improving Internal Customer Service

    Science.gov (United States)

    1990-09-01

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

  9. Customer Relationship Management

    OpenAIRE

    Abdillah, Leon

    2018-01-01

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

  10. King customer forever: Customer satisfaction and beyond

    Directory of Open Access Journals (Sweden)

    Myuers James

    2004-01-01

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

  11. Možnosti využití více smyslové in-store marketingové komunikace v prodejnách firmy Apple

    OpenAIRE

    Lišková, Iva

    2014-01-01

    The Bachelor's thesis entitled "Opportunities for Implementing Multisensory In-store Marketing, Demonstrated by Apple In-store Communication" addresses the marketing possibilities for including all of our senses in a retail store experience. It illustrates those marketing possibilities with current examples of Apple in-store communication. The first theoretical part defines in-store marketing communication, its terminology, provides information about multi sensory marketing and subsequently a...

  12. 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...

  13. Illinois Occupational Skill Standards: In-Store Retailing Cluster.

    Science.gov (United States)

    Illinois Occupational Skill Standards and Credentialing Council, Carbondale.

    This document, which is intended to serve as a guide for work force preparation program providers, details the Illinois occupational skill standards for programs preparing students for employment in occupations in the in-store retailing cluster. The document begins with a brief overview of the Illinois perspective on occupational skill standards…

  14. 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...

  15. Skull Bone Defects Reconstruction with Custom-Made Titanium Graft shaped with Electron Beam Melting Technology: Preliminary Experience in a Series of Ten Patients.

    Science.gov (United States)

    Francaviglia, Natale; Maugeri, Rosario; Odierna Contino, Antonino; Meli, Francesco; Fiorenza, Vito; Costantino, Gabriele; Giammalva, Roberto Giuseppe; Iacopino, Domenico Gerardo

    2017-01-01

    Cranioplasty represents a challenge in neurosurgery. Its goal is not only plastic reconstruction of the skull but also to restore and preserve cranial function, to improve cerebral hemodynamics, and to provide mechanical protection of the neural structures. The ideal material for the reconstructive procedures and the surgical timing are still controversial. Many alloplastic materials are available for performing cranioplasty and among these, titanium still represents a widely proven and accepted choice. The aim of our study was to present our preliminary experience with a "custom-made" cranioplasty, using electron beam melting (EBM) technology, in a series of ten patients. EBM is a new sintering method for shaping titanium powder directly in three-dimensional (3D) implants. To the best of our knowledge this is the first report of a skull reconstruction performed by this technique. In a 1-year follow-up no postoperative complications have been observed and good clinical and esthetic outcomes were achieved. Costs higher than those for other types of titanium mesh, a longer production process, and the greater expertise needed for this technique are compensated by the achievement of most complex skull reconstructions with a shorter operative time.

  16. A Framework for Mining Actionable Navigation Patterns from In-Store RFID Datasets via Indoor Mapping

    Directory of Open Access Journals (Sweden)

    Bin Shen

    2015-03-01

    Full Text Available With the quick development of RFID technology and the decreasing prices of RFID devices, RFID is becoming widely used in various intelligent services. Especially in the retail application domain, RFID is increasingly adopted to capture the shopping tracks and behavior of in-store customers. To further enhance the potential of this promising application, in this paper, we propose a unified framework for RFID-based path analytics, which uses both in-store shopping paths and RFID-based purchasing data to mine actionable navigation patterns. Four modules of this framework are discussed, which are: (1 mapping from the physical space to the cyber space, (2 data preprocessing, (3 pattern mining and (4 knowledge understanding and utilization. In the data preprocessing module, the critical problem of how to capture the mainstream shopping path sequences while wiping out unnecessary redundant and repeated details is addressed in detail. To solve this problem, two types of redundant patterns, i.e., loop repeat pattern and palindrome-contained pattern are recognized and the corresponding processing algorithms are proposed. The experimental results show that the redundant pattern filtering functions are effective and scalable. Overall, this work builds a bridge between indoor positioning and advanced data mining technologies, and provides a feasible way to study customers’ shopping behaviors via multi-source RFID data.

  17. A Framework for Mining Actionable Navigation Patterns from In-Store RFID Datasets via Indoor Mapping

    Science.gov (United States)

    Shen, Bin; Zheng, Qiuhua; Li, Xingsen; Xu, Libo

    2015-01-01

    With the quick development of RFID technology and the decreasing prices of RFID devices, RFID is becoming widely used in various intelligent services. Especially in the retail application domain, RFID is increasingly adopted to capture the shopping tracks and behavior of in-store customers. To further enhance the potential of this promising application, in this paper, we propose a unified framework for RFID-based path analytics, which uses both in-store shopping paths and RFID-based purchasing data to mine actionable navigation patterns. Four modules of this framework are discussed, which are: (1) mapping from the physical space to the cyber space, (2) data preprocessing, (3) pattern mining and (4) knowledge understanding and utilization. In the data preprocessing module, the critical problem of how to capture the mainstream shopping path sequences while wiping out unnecessary redundant and repeated details is addressed in detail. To solve this problem, two types of redundant patterns, i.e., loop repeat pattern and palindrome-contained pattern are recognized and the corresponding processing algorithms are proposed. The experimental results show that the redundant pattern filtering functions are effective and scalable. Overall, this work builds a bridge between indoor positioning and advanced data mining technologies, and provides a feasible way to study customers’ shopping behaviors via multi-source RFID data. PMID:25751076

  18. The EDP data base as a marketing instrument in the supply industry. Methods and experiences in natural gas customer acquisition of the Munich municipal utilities

    International Nuclear Information System (INIS)

    Wind, F.; Disser, U.

    1994-01-01

    The natural gas marketing concept of the Munich municipal utilities describes the aims and objectives for the acquisition of new customers beyond the year 2000. One target is to extend the grids into new areas but also activate natural gas clients in densely populated areas. The marketing strategies concentrate on extensive advice and consulting co-ordinated by the customer service representatives with the support of electronic data processing. The following report shows how modern database systems were integrated into marketing activities by the Munich municipal utility company and describes the strategies selected in new areas and areas with a high customer population. (orig.) [de

  19. Customer relationship management

    OpenAIRE

    Gudeliūnas, Mindaugas

    2016-01-01

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

  20. Customer relationship management system

    OpenAIRE

    Selenis, Laimonas

    2004-01-01

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

  1. Managing customer knowledge

    OpenAIRE

    2013-01-01

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

  2. An analysis on the impact of logistics on customer service

    OpenAIRE

    Querin, Francesco; Göbl, Martin

    2017-01-01

    What is the connection between Logistics, customer service and customer Satisfaction levels? What are the role and importance of a Company’s Logistics policies on the overall Customer Experience? What is a generally acceptable response time from a Customer Service?

  3. In-store buying behaviour : memories of forgotten needs

    OpenAIRE

    Kanabar, Amrita Dilipkumar Ranchhod

    2012-01-01

    This study aims to better illustrate in-store buying behaviour, in terms of how different stimuli activate parts of shoppers’ brains to remember items that were not part of their shopping plans. The aim is to shed some light on shopper’s attitudes and reactions towards national brands or private labels, the impact of loyalty cards on cardholders’ shopping decisions, how shoppers with company behave differently than solo shoppers, and on the role of consumers’ hedonic and utilit...

  4. 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...

  5. Customer satisfaction and competencies

    DEFF Research Database (Denmark)

    Gritti, Paola; Foss, Nicolai Juul

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

  6. Process Improvement: Customer Service.

    Science.gov (United States)

    Cull, Donald

    2015-01-01

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

  7. Managing service excellence. Internal customer service training

    International Nuclear Information System (INIS)

    McAnulty, P.C.

    1991-01-01

    WHO ARE OUR CUSTOMERS? Electric Users, regulators, vendors, suppliers, or our own employees? The answer is ALL exclamation point They are all customers. Regardless if they are external or internal customers, one must focus on quality of service delivery in order to maintain customer satisfaction. The most successful companies are quickly realizing that managing SERVICE EX NCE is our only future. For the next decade, the issue of service quality will exceed the issue of productivity. It is very easy to see that the business behind a utility is serving our electric consumers. However, internal customer service - service excellence to employees inside a company is the foundation for success. This paper describes a training program that is being implemented across Duke Power for employees on internal customer service. How we provide service to each other within a company impacts service quality to our external customers. This training refocuses behaviors and perceptions so to concentrate on quality service delivery to our internal customers - our employees. We all have positive and negative experiences with obtaining quality service by either external organizations or internal employees. Therefore, we start with a common foundation. Whether it be a supplier, vendor, or a station administrative group, we have experienced either excellent or poor customer service. All of us have potential in managing the delivery of excellent customer service. However, many of us may need new perspectives so to add depth with which we view and manage service excellence to our internal customers

  8. 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...

  9. Neuromarketing: Understanding Customers' Subconscious Responses to Marketing

    OpenAIRE

    Jussi Numminen; Jarmo Heinonen; Mika Westerlund; Seppo Leminen; Lauri Palokangas; Jyrki Suomala

    2012-01-01

    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...

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

    OpenAIRE

    Ham, Meyske

    2016-01-01

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

  11. 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...

  12. Mass Customization Measurements Metrics

    DEFF Research Database (Denmark)

    Nielsen, Kjeld; Brunø, Thomas Ditlev; Jørgensen, Kaj Asbjørn

    2014-01-01

    A recent survey has indicated that 17 % of companies have ceased mass customizing less than 1 year after initiating the effort. This paper presents measurement for a company’s mass customization performance, utilizing metrics within the three fundamental capabilities: robust process design, choice...... navigation, and solution space development. A mass customizer when assessing performance with these metrics can identify within which areas improvement would increase competitiveness the most and enable more efficient transition to mass customization....

  13. The Effects of a Point-of-Purchase Display on Relative Sales: An In-Store Experimental Evaluation

    Science.gov (United States)

    Sigurdsson, Valdimar; Engilbertsson, Halldor; Foxall, Gordon

    2010-01-01

    An in-store experiment was performed to investigate the effects of a point-of-purchase display on unit sales of dishwashing liquid. The experimental conditions consisted of periodically placing two copies of the same display in convenience stores and supermarkets. The results were unanticipated; point-of-purchase displays did not change relative…

  14. Exploring Online Shopping Behaviour within the Context of Online Advertisement, Customer Service Experience Consciousness and Price Comparison Websites: Perspectives from Young Female Shoppers in the Zlínský Region

    OpenAIRE

    Christian Nedu Osakwe; Miloslava Chovancová

    2015-01-01

    Online shopping behaviour within the context of price comparison websites presents an interesting area of consumer behaviour, yet very little research has been done in this area. Hence, the focus of this paper was to critically explore the impact of online advertisement and customer service experience consciousness on young female shoppers' intention to use price comparison websites as a purchase decision-making tool within the online retail environment. Our sample consisted of 123 female res...

  15. Exploring Customization in Higher Education: An Experiment in Leveraging Computer Spreadsheet Technology to Deliver Highly Individualized Online Instruction to Undergraduate Business Students

    Science.gov (United States)

    Kunzler, Jayson S.

    2012-01-01

    This dissertation describes a research study designed to explore whether customization of online instruction results in improved learning in a college business statistics course. The study involved utilizing computer spreadsheet technology to develop an intelligent tutoring system (ITS) designed to: a) collect and monitor individual real-time…

  16. Exploring Online Shopping Behaviour within the Context of Online Advertisement, Customer Service Experience Consciousness and Price Comparison Websites: Perspectives from Young Female Shoppers in the Zlínský Region

    Directory of Open Access Journals (Sweden)

    Christian Nedu Osakwe

    2015-01-01

    Full Text Available Online shopping behaviour within the context of price comparison websites presents an interesting area of consumer behaviour, yet very little research has been done in this area. Hence, the focus of this paper was to critically explore the impact of online advertisement and customer service experience consciousness on young female shoppers’ intention to use price comparison websites as a purchase decision-making tool within the online retail environment. Our sample consisted of 123 female respondents of the Tomas Bata University students in Zlín, Czech Republic. From the sample, we found out using the Partial Least Square approach to Structural Equation Modelling (PLS-SEM that both online advertisement (Ads and customer service experience consciousness are directly and positively related to online shoppers’ intention to use price comparison websites. Hence, our two stated hypotheses were supported based on the outcome of the structural model. Apparently, customer service experience consciousness is a better predictor of female shoppers’ intention to use price comparison websites compared to online advertising. Nonetheless, we have highlighted the need for a further research based on the study’s limitations.

  17. 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

  18. Customer Touch Point Histories

    DEFF Research Database (Denmark)

    Beckmann, Suzanne C.; Haurum, Helle

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

  19. 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...

  20. Examination of the Relationship between In-Store Environmental Factors and Fruit and Vegetable Purchasing among Hispanics.

    Science.gov (United States)

    Sanchez-Flack, Jennifer; Pickrel, Julie L; Belch, George; Lin, Shih-Fan; Anderson, Cheryl A M; Martinez, Maria Elena; Arredondo, Elva M; Ayala, Guadalupe X

    2017-10-27

    Retail food environments have received attention for their influence on dietary behaviors and for their nutrition intervention potential. To improve diet-related behaviors, such as fruit and vegetable (FV) purchasing, it is important to examine its relationship with in-store environmental characteristics. This study used baseline data from the " El Valor de Nuestra Salud " study to examine how in-store environmental characteristics, such as product availability, placement and promotion, were associated with FV purchasing among Hispanic customers in San Diego County. Mixed linear regression models indicated that greater availability of fresh FVs was associated with a $0.36 increase in FV purchasing ( p = 0.01). Placement variables, specifically each additional square foot of display space dedicated to FVs ( p = 0.01) and each additional fresh FV display ( p = 0.01), were associated with a $0.02 increase and $0.29 decrease, respectively, in FV purchasing. Introducing FV promotions in the final model was not related to FV purchasing. Exploratory analyses indicated that men reported spending $3.69 fewer dollars on FVs compared to women, controlling for covariates ( p = 0.02). These results can help inform interventions targeting in-store environmental characteristics to encourage FV purchasing among Hispanics.

  1. Examination of the Relationship between In-Store Environmental Factors and Fruit and Vegetable Purchasing among Hispanics

    Directory of Open Access Journals (Sweden)

    Jennifer Sanchez-Flack

    2017-10-01

    Full Text Available Retail food environments have received attention for their influence on dietary behaviors and for their nutrition intervention potential. To improve diet-related behaviors, such as fruit and vegetable (FV purchasing, it is important to examine its relationship with in-store environmental characteristics. This study used baseline data from the “El Valor de Nuestra Salud” study to examine how in-store environmental characteristics, such as product availability, placement and promotion, were associated with FV purchasing among Hispanic customers in San Diego County. Mixed linear regression models indicated that greater availability of fresh FVs was associated with a $0.36 increase in FV purchasing (p = 0.01. Placement variables, specifically each additional square foot of display space dedicated to FVs (p = 0.01 and each additional fresh FV display (p = 0.01, were associated with a $0.02 increase and $0.29 decrease, respectively, in FV purchasing. Introducing FV promotions in the final model was not related to FV purchasing. Exploratory analyses indicated that men reported spending $3.69 fewer dollars on FVs compared to women, controlling for covariates (p = 0.02. These results can help inform interventions targeting in-store environmental characteristics to encourage FV purchasing among Hispanics.

  2. 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.…

  3. Is Mass Customization Sustainable?

    DEFF Research Database (Denmark)

    Petersen, Thomas Ditlev; Jørgensen, Kaj Asbjørn; Nielsen, Kjeld

    2011-01-01

    Mass customizers are like other companies currently experiencing an increasing customer demand for environmentally sustainable products as well as an increasingly strict legislation regarding environmental sustainability. This paper addresses the issue whether the concepts mass customization...... and sustainability are fundamentally compatible by asking the question: can a mass customized product be sustainable? Several factors could indicate that mass customized products are less sustainable than standardized products; however other factors suggest the opposite. This paper explores these factors during...... three life cycle phases for a product: Production, Use and End of Life. It is concluded that there is not an unambiguous causal relationship between mass customization and sustainability; however several factors unique to mass customized products are essential to consider during product and process...

  4. 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.

  5. 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.

  6. Manage customer-centric innovation--systematically.

    Science.gov (United States)

    Selden, Larry; MacMillan, Ian C

    2006-04-01

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

  7. Persistence of pirimiphos methyl residues in stored wheat

    International Nuclear Information System (INIS)

    Zennouche, B.; Bennaceur, M.

    1991-03-01

    The persistence of 14C pirimiphos methyl in stored wheat was investigated under local conditions during a storage period of 6 months. Surface, methanol extractable and bound residues were quantified. There was a gradual increase in the surface residues over the storage period. 27,97% of the applied amount was found in the surface residues and 54,16% in the extractable and bound residues one month after treatment. After 6 months storage, about 17,8% of the total quantity of the applied pirimiphos methyl remained on the surface and about 58,6% was present in the grains (extractable and bound residues). During cooking 10,91% of the extractable and bound residues were lost

  8. Assesment of customer relationship development

    OpenAIRE

    Dagmar Lesáková

    2011-01-01

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

  9. 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.

  10. Customer satisfaction research

    Energy Technology Data Exchange (ETDEWEB)

    Tormasi, T

    1987-03-01

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

  11. Developing customer databases.

    Science.gov (United States)

    Rao, S K; Shenbaga, S

    2000-01-01

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

  12. 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...

  13. 32 CFR Appendix B to Part 231 - In-Store Banking

    Science.gov (United States)

    2010-07-01

    ... 32 National Defense 2 2010-07-01 2010-07-01 false In-Store Banking B Appendix B to Part 231.... 231, App. B Appendix B to Part 231—In-Store Banking A. Selection Process. The purpose of this guidance... provide in-store banking services when such services are desired and approved by the installation...

  14. [Contribution of computer-aided design for the conception of custom-made implants in Pectus Excavatum surgical treatment. Experience of the Nantes plastic surgery unit].

    Science.gov (United States)

    Tilliet Le Dentu, H; Lancien, U; Sellal, O; Duteille, F; Perrot, P

    2018-02-01

    Pectus excavatum is the most common congenital chest malformation and is a common reason for consultation in plastic surgery. Our attitude is most often a filling of the depression with a custom-made silicone prosthesis. The objective of this work was to evaluate the interest of computer-aided design (CAD) of implants compared to the conventional plaster molds method. We have collected all the cases of custom-made silicone implants to treat funnel chests in our plastic surgery department. The quality of the results was evaluated by the patient, and in a blind manner by the surgical team using photographs and standardized surveys. The pre-operative delays, the operating time and length of hospital stays, the number of surgical recoveries, and the post-operative surgical outcomes were recorded. Between 1990 and 2016, we designed 29 silicone thoracic implants in our department. Before 2012, implants were made from plaster chest molds (n=13). After this date, implants were designed by CAD (n=16). Patients rated their results as "good" or "excellent" in 77% and 86% of cases respectively in the plaster and CAD groups. The surgical team's ratings for CAD implant reconstructions were better than in the plaster group: 8.17 versus 6.96 (P=0.001). CAD implants were significantly less detectable than the plaster group implants. The operating time was reduced in the CAO group: 60.2 compared to 74.7minutes in the plaster group (P=0.04), as was the length of hospitalization: 3.5 versus 5.3 days (P=0.01). There were no significant differences between the two groups in terms of post-operative complications. The management of pectus excavatum by a custom-made silicone implant is a minimally invasive method that provides good cosmetic results. The design of these implants is facilitated and qualitatively improved by CAD. Copyright © 2017 Elsevier Masson SAS. All rights reserved.

  15. Proposal for a strategic planning for the replacement of products in stores based on sales forecast

    Directory of Open Access Journals (Sweden)

    Cassius Tadeu Scarpin

    2011-08-01

    Full Text Available This paper presents a proposal for strategic planning for the replacement of products in stores of a supermarket network. A quantitative method for forecasting time series is used for this, the Artificial Radial Basis Neural Networks (RBFs, and also a qualitative method to interpret the forecasting results and establish limits for each product stock for each store in the network. The purpose with this strategic planning is to reduce the levels of out-of-stock products (lack of products on the shelves, as well as not to produce overstocking, in addition to increase the level of logistics service to customers. The results were highly satisfactory reducing the Distribution Center (DC to shop out-of-stock levels, in average, from 12% to about 0.7% in hypermarkets and from 15% to about 1.7% in supermarkets, thereby generating numerous competitive advantages for the company. The use of RBFs for forecasting proved to be efficient when used in conjunction with the replacement strategy proposed in this work, making effective the operational processes.

  16. Membangun Customer Loyalty Nasabah Bank melalui Customer Satisfaction

    OpenAIRE

    Sumarto, Sumarto

    2007-01-01

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

  17. 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...

  18. New customer services

    DEFF Research Database (Denmark)

    Münster, Marie; Møller Andersen, Frits; Meza, Maria Josefina Figueroa

    2011-01-01

    This chapter focuses on the challenge of motivating energy service customers to make best use of available smart technologies. This can be done through economic incentives, but also through information and education, regulation and reorganisation, and by improving services or customer comfort...

  19. Encounters with immigrant customers

    DEFF Research Database (Denmark)

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

    2013-01-01

    were not sufficiently assessed at the counter (n = 55, 65%), and that their latest encounter with an immigrant customer was less satisfactory than a similar encounter with an ethnic Danish customer (n = 48, 57%) (significantly more pharmacists than assistants: odds ratio, OR, 3.19; 95% confidence...

  20. Customer Relationship Management.

    Science.gov (United States)

    Fayerman, Michael

    2002-01-01

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

  1. REGIONAL CUSTOMS DIRECTORATES MANAGEMENT

    Directory of Open Access Journals (Sweden)

    CABA STEFAN

    2009-05-01

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

  2. Managing customer service.

    Science.gov (United States)

    Paget, Zoe

    2015-02-28

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

  3. Managing Global Customers

    NARCIS (Netherlands)

    G.S. Yip (George)

    2009-01-01

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

  4. British Sign Name Customs

    Science.gov (United States)

    Day, Linda; Sutton-Spence, Rachel

    2010-01-01

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

  5. Analytics for Customer Engagement

    NARCIS (Netherlands)

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

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

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

    Directory of Open Access Journals (Sweden)

    Sandra-Dinora Orantes-Jiménez

    2017-08-01

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

  7. 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 ...

  8. CUSTOMER LOYALTY THEORETICAL ASPECTS

    Directory of Open Access Journals (Sweden)

    Margarita IŠORAITĖ

    2016-08-01

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

  9. Customer relationships marketing

    Directory of Open Access Journals (Sweden)

    Đorđević Bojan

    2005-01-01

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

  10. Delivering customer solutions

    International Nuclear Information System (INIS)

    Bergsma, J.

    1997-01-01

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

  11. How Customers Choose Hotels

    Directory of Open Access Journals (Sweden)

    Hera Oktadiana

    2011-05-01

    Full Text Available In the advancement of hospitality industry, thus it is important for hotel sales and marketing to understand the customer behavior in order to create effective marketing. Factors that influence customer behavior as individuality consist of personal and interpersonal factors. Personal factors include the needs, wants, motivation, perception, learning, personality, lifestyle, and self-concept. Meanwhile, interpersonal factors come from culture and sub-culture, group references, customers through stages before deciding to purchase. Begin with the awareness about the needs, customers then find information about the product or service that could be used to solve the problems. After having the information, customers select the best product and service before deciding to purchase. After purchasing, the last stage is evaluation of product and service, whether it is satisfying or not.

  12. Sodium in Store and Restaurant Food Environments - Guam, 2015.

    Science.gov (United States)

    Jackson, Sandra L; VanFrank, Brenna K; Lundeen, Elizabeth; Uncangco, Alyssa; Alam, Lawrence; King, Sallyann M Coleman; Cogswell, Mary E

    2016-05-27

    Compared with the United States overall, Guam has higher mortality rates from cardiovascular disease and stroke (1). Excess sodium intake can increase blood pressure and risk for cardiovascular disease (2,3). To determine the availability and promotion of lower-sodium options in the nutrition environment, the Guam Department of Public Health and Social Services (DPHSS) conducted an assessment in September 2015 using previously validated tools adapted to include sodium measures. Stores (N = 114) and restaurants (N = 63) were randomly sampled by region (north, central, and south). Data from 100 stores and 62 restaurants were analyzed and weighted to account for the sampling design. Across the nine product types assessed, lower-sodium products were offered less frequently than regular-sodium products (prestaurants engaged in promotion practices such as posting sodium information (3%) or identifying lower-sodium entrées (1%). Improving the availability and promotion of lower-sodium foods in stores and restaurants could help support healthier eating in Guam.

  13. Activity of some isoenzymatic systems in stored coffee grains

    Directory of Open Access Journals (Sweden)

    Reni Saath

    2014-02-01

    Full Text Available Considering the worldwide consumption of coffee, it is natural that throughout the history many people have dedicated the research to markers that contribute somehow on gauging its quality. This research aimed to evaluate the biochemical performance of arabica coffee during storage. Coffee in beans (natural and in parchment (pulped dried in concrete terrace and in dryer with heated air were packed in jute bags and stored in not controlled environmental conditions. Enzymatic activities of superoxide dismutase, catalase, peroxidase, polyphenoloxidase, esterase and lipoxygenase in coffee grains were evaluated at zero, three, six, nine and twelve months by means of electrophoresis. Independently of the drying method, the activity of isoenzymatic complexes highlighted deteriorative processes in stored grains of coffee. The treatments 60/40º C and 60º C used to reduce the water content imposed a greater stress condition, accelerated metabolism of natural coffee in the storage with decreased activity of defense mechanisms due to latent damage in these grains. Natural coffees are more sensible to high drying temperatures and its quality reduces faster than pulped coffee in the storage.

  14. Modified expression of surface glyconjugates in stored human platelets

    International Nuclear Information System (INIS)

    Dhar, A.; Ganguly, P.

    1987-01-01

    Platelets are anucleated cells which play an important part in blood coagulation and thrombosis. These cells may be stored in the blood bank for only 4/5 days. In order to improve the storage of platelets, it is essential to first understand the changes in these cells due to storage. In this work, human platelets were stored in autologous plasma at 4 0 or 22 0 and their surface changes were monitored with three lectins - wheat germ afflutinin (WGA), concanavalin A (Con A) and lentil lectin (LL). Blood was drawn from healthy donors and platelet rich plasma (PRP) was collected by slow speed centrifugation. Platelets stored at either temperature for different times showed increased sensitivity to agglutination by WGA after 34-48 hrs. Lectins, Con A and LL, which were not agglutinating to fresh platelets readily caused agglutination after 48-72 hrs. The platelets stored for 25 hrs or longer period were insensitive to thrombin but showed enhanced aggregation with WGA. Labelling of surface glycoconjugates of stored platelets with 3 H-boro-hydride revealed progressive loss of a glycoprotein of Mr 150,000 (GPIb infinity) together with the appearance of components of Mr 69,000; Mr 60,000; Mr 25,000. New high molecular weight glycoproteins were also detected only in stored platelets. The author studies clearly indicate that modification or altered expression of platelets surface glycoproteins may be one factor of storage related dysfunction of platelets

  15. Modified expression of surface glyconjugates in stored human platelets

    Energy Technology Data Exchange (ETDEWEB)

    Dhar, A.; Ganguly, P.

    1987-05-01

    Platelets are anucleated cells which play an important part in blood coagulation and thrombosis. These cells may be stored in the blood bank for only 4/5 days. In order to improve the storage of platelets, it is essential to first understand the changes in these cells due to storage. In this work, human platelets were stored in autologous plasma at 4/sup 0/ or 22/sup 0/ and their surface changes were monitored with three lectins - wheat germ afflutinin (WGA), concanavalin A (Con A) and lentil lectin (LL). Blood was drawn from healthy donors and platelet rich plasma (PRP) was collected by slow speed centrifugation. Platelets stored at either temperature for different times showed increased sensitivity to agglutination by WGA after 34-48 hrs. Lectins, Con A and LL, which were not agglutinating to fresh platelets readily caused agglutination after 48-72 hrs. The platelets stored for 25 hrs or longer period were insensitive to thrombin but showed enhanced aggregation with WGA. Labelling of surface glycoconjugates of stored platelets with /sup 3/H-boro-hydride revealed progressive loss of a glycoprotein of Mr 150,000 (GPIb infinity) together with the appearance of components of Mr 69,000; Mr 60,000; Mr 25,000. New high molecular weight glycoproteins were also detected only in stored platelets. The author studies clearly indicate that modification or altered expression of platelets surface glycoproteins may be one factor of storage related dysfunction of platelets.

  16. Improving detection probabilities for pests in stored grain.

    Science.gov (United States)

    Elmouttie, David; Kiermeier, Andreas; Hamilton, Grant

    2010-12-01

    The presence of insects in stored grain is a significant problem for grain farmers, bulk grain handlers and distributors worldwide. Inspection of bulk grain commodities is essential to detect pests and thereby to reduce the risk of their presence in exported goods. It has been well documented that insect pests cluster in response to factors such as microclimatic conditions within bulk grain. Statistical sampling methodologies for grain, however, have typically considered pests and pathogens to be homogeneously distributed throughout grain commodities. In this paper, a sampling methodology is demonstrated that accounts for the heterogeneous distribution of insects in bulk grain. It is shown that failure to account for the heterogeneous distribution of pests may lead to overestimates of the capacity for a sampling programme to detect insects in bulk grain. The results indicate the importance of the proportion of grain that is infested in addition to the density of pests within the infested grain. It is also demonstrated that the probability of detecting pests in bulk grain increases as the number of subsamples increases, even when the total volume or mass of grain sampled remains constant. This study underlines the importance of considering an appropriate biological model when developing sampling methodologies for insect pests. Accounting for a heterogeneous distribution of pests leads to a considerable improvement in the detection of pests over traditional sampling models. Copyright © 2010 Society of Chemical Industry.

  17. Mites as selective fungal carriers in stored grain habitats.

    Science.gov (United States)

    Hubert, Jan; Stejskal, Václav; Kubátová, Alena; Munzbergová, Zuzana; Vánová, Marie; Zd'árková, Eva

    2003-01-01

    Mites are well documented as vectors of micromycetes in stored products. Since their vectoring capacity is low due to their small size, they can be serious vectors only where there is selective transfer of a high load of specific fungal species. Therefore the aim of our work was to find out whether the transfer of fungi is selective. Four kinds of stored seeds (wheat, poppy, lettuce, mustard) infested by storage mites were subjected to mycological analysis. We compared the spectrum of micromycete species isolated from different species of mites (Acarus siro, Lepidoglyphus destructor, Tyrophagus putrescentiae, Caloglyphus rhizoglyphoides and Cheyletus malaccensis) and various kinds of stored seeds. Fungi were separately isolated from (a) the surface of mites, (b) the mites' digestive tract (= faeces), and (c) stored seeds and were then cultivated and determined. The fungal transport via mites is selective. This conclusion is supported by (i) lower numbers of isolated fungal species from mites than from seeds; (ii) lower Shannon-Weaver diversity index in the fungal communities isolated from mites than from seeds; (iii) significant effect of mites/seeds as environmental variables on fungal presence in a redundancy analysis (RDA); (iv) differences in composition of isolated fungi between mite species shown by RDA. The results of our work support the hypothesis that mite-fungal interactions are dependent on mite species. The fungi attractive to mites seem to be dispersed more than others. The selectivity of fungal transport via mites enhances their pest importance.

  18. Stability of carboxyhemoglobin in stored and mailed blood samples.

    Science.gov (United States)

    Hampson, Neil B

    2008-02-01

    Elevated blood carboxyhemoglobin (COHb) levels are used to confirm a clinical diagnosis of exposure to carbon monoxide (CO) and, in some instances, assess severity of poisoning. However, many hospital laboratories cannot measure COHb because they do not have CO-oximeters. In such instances, blood samples are often sent to outside laboratories or with a transported patient for measurement at the receiving hospital. This study was conducted to assess the stability of COHb in stored and mailed blood samples anticoagulated with heparin. Adult human blood was drawn into standard sample tubes anticoagulated with sodium heparin. Carbon monoxide gas was infused to raise the COHb level to 25% to 35%. Samples were then refrigerated or stored at room temperature, and serial COHb determinations were performed for 28 days. Additional samples were measured after being mailed locally or across the United States and back. No significant changes in COHb levels were seen in samples stored either in refrigeration or at room temperature over a period of 28 days or in samples shipped without refrigeration locally or across the United States. Carboxyhemoglobin levels in whole blood samples anticoagulated with heparin are stable with or without refrigeration for up to 4 weeks. If COHb measurement capability is not available, such samples may be shipped or transported with patients with confidence that the COHb level will be stable when measured at a later time.

  19. Persistence of malathion residues in stored milled rice: Direct and indirect applications

    International Nuclear Information System (INIS)

    Arshad, J.H.

    1990-01-01

    Two experiments were carried out: (i) to study the persistence of malathion residues in stored milled rice following multiple applications of 14 C-malathion to the bagged rice and (ii) to determine the degradation of malathion in stored milled rice and stored paddy following direct and single application of 14 C-malathion. The storage conditions were similar to those found in the local rice godowns. Three applications of malathion to the bagged milled rice resulted in the accumulation of malathion and its metabolites in and/or on the rice grains over the storage period. After 9 months' storage, ca. 4% of the total applied radioactivity, which amounted to 10 μg/g equivalent of 14 C residues, were found in and/or on the grains. About one fourth of the residue remained as the unchanged parent compound. On the other hand, when 14 C-malathion at the 10 ppm level was mixed directly with the milled rice or paddy prior to storage, the amount of malathion (recovered in the chloroform extracts) decreased from 6.2 μg/g at zero time to 2.9 μg/g after 3 months' storage for the milled rice samples. The major metabolite in the milled rice and paddy samples was malathion monocarboxylic acid with trace amounts of malathion dicarboxylic acid and malaoxon. (author). 5 refs, 3 tabs

  20. Nutritional composition and vitamin C stability in stored camu-camu (Myrciaria dubia) pulp.

    Science.gov (United States)

    Justi, K C; Visentainer, J V; Evelázio de Souza, N; Matsushita, M

    2000-12-01

    Camu-camu (Myrciaria dubia), a native fruit of the Amazon region, is one of the richest sources of vitamin C (2.4 to 3.0 g/100 g in the pulp) found in Brazil. The purpose of this work was the physical-chemical characterization of some nutrients and the valuation of vitamin C stability in stored camu-camu pulp, produced by the Agronomic Institute of Paraná (IAPAR), Paraná State, Brazil. The vitamin C determination was made by titration with potassium iodate. The fruit produced in Paraná State, presented a lower content of vitamin C than the one native of the amazon region, possibly due to the different development conditions of the plant, and consequently of the fruit, as well as the climatic variation, the humidity and the characteristics of the soil. Regarding the vitamin C stability in stored (-18 degrees C) camu-camu pulp, a considerable decrease in its concentration until the 28th day was observed lost 23% (from 1.57 to 1.21 g/100 g), staying approximately the same until the end of the experiment. After 335 days of storage, the content found was of approximately 1.16 g/100 g of pulp, the ascorbic acid losses amounted to 26%. This content was still higher than the one found for most fruits that are good sources of this vitamin.

  1. How to get the customer service your practice deserves.

    Science.gov (United States)

    Cavallo, Nancy

    2009-01-01

    What is good customer service, and how can office managers and others who deal with medical supply distributors get the customer service they deserve? This article covers the basics of good customer service, including examples of companies known for putting the customer first-Nordstrom, Disney, Johnson &Johnson, and VaxServe. Helpful tips on what to look for in a distributor include personalized service, cost considerations, dedication, knowledge, experience, helpfulness, openness, reliability, and compatibility.

  2. 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...

  3. Process analysis of an in store production of knitted clothing

    Science.gov (United States)

    Buecher, D.; Kemper, M.; Schmenk, B.; Gloy, Y.-S.; Gries, T.

    2017-10-01

    In the textile and clothing industry, global value-added networks are widespread for textile and clothing production. As a result of global networking, the value chain is fragmented and a great deal of effort is required to coordinate the production processes [1]. In addition, the planning effort on the quantity and design of the goods is high and risky. Today the fashion industry is facing an increasing customer demand for individual and customizable products in addition to short delivery times [2]. These challenges are passed down to the textile and clothing industry decreasing batch sizes and production times. Conventional clothing production cannot fulfill those demands especially when combined with more and more individual or customizable designs. Hence new production concepts have to be developed.

  4. 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.

  5. Customs control of goods

    Directory of Open Access Journals (Sweden)

    Mentor Gashi

    2015-11-01

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

  6. Customer Communication Document

    Science.gov (United States)

    2009-01-01

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

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

    OpenAIRE

    Ignatovič, Eva

    2009-01-01

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

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

    OpenAIRE

    Romppanen, Maiju; Kellgren, Cecilia; Moradi, Ladan

    2007-01-01

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

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

    OpenAIRE

    Jiwoong Shin; K. Sudhir; Dae-Hee Yoon

    2012-01-01

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

  10. AutoCAD platform customization autolisp

    CERN Document Server

    Ambrosius, Lee

    2014-01-01

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

  11. Profiling Customer Types in Luxury Retail Setting

    Directory of Open Access Journals (Sweden)

    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.

  12. Large Customers (DR Sellers)

    Energy Technology Data Exchange (ETDEWEB)

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

    2011-10-25

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

  13. ASD Customer Satisfaction Survey

    Data.gov (United States)

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

  14. Arkitektur & Mass customization

    DEFF Research Database (Denmark)

    Ryborg Jørgensen, Thomas

    2007-01-01

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

  15. Utility customer issues

    International Nuclear Information System (INIS)

    Downey, W.H.

    1997-01-01

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

  16. Bank Customers Management System

    Directory of Open Access Journals (Sweden)

    Ebubeogu Amarachukwu Felix

    2015-08-01

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

  17. A customer service journey.

    Science.gov (United States)

    VanDecandelaere, Traci

    2012-01-01

    Converting security team members from simple rule enforcers to superior customer service providers required changes in leadership attitudes, rules, training, and other security traditions, but it has paid off in staff performance and recognition, according to the author.

  18. Customer Aggregation: An Opportunity for Green Power?

    Energy Technology Data Exchange (ETDEWEB)

    Holt, E.; Bird, L.

    2001-02-26

    We undertook research into the experience of aggregation groups to determine whether customer aggregation offers an opportunity to bring green power choices to more customers. The objectives of this report, therefore, are to (1) identify the different types of aggregation that are occurring today, (2) learn whether aggregation offers an opportunity to advance sales of green power, and (3) share these concepts and approaches with potential aggregators and green power advocates.

  19. Using big data for customer centric marketing

    OpenAIRE

    Camilleri, Mark Anthony; Evans, Chris

    2016-01-01

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

  20. 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

  1. Improving customer satisfaction

    OpenAIRE

    Wei, Yu

    2011-01-01

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

  2. Customer Poaching and Advertising

    OpenAIRE

    Rosa Branca Esteves

    2007-01-01

    This article is a first look at the dynamic effects of customer poaching in homogeneous product markets, where firms need to invest in advertising to generate awareness. When a firm can recognize customers with different past purchasing histories, it may send them targeted advertiseraents with different prices. It is shown that only the firm that advertises the highest price in the first period will engage in price discrimination, and that poaching clearly benefits the discriminating firm, Th...

  3. Customer satisfaction measurement

    Directory of Open Access Journals (Sweden)

    Maričić Branko R.

    2012-01-01

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

  4. Customer satisfaction and business excellence

    DEFF Research Database (Denmark)

    Kristensen, Kai; Martensen, Anne; Grønholdt, Lars

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

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

    Directory of Open Access Journals (Sweden)

    Senić Radoslav

    2013-01-01

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

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

    OpenAIRE

    Chiluwal, Debendra

    2014-01-01

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

  7. 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...

  8. 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...

  9. 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.

  10. Correction of Pectus Excavatum by Custom-Made Silicone Implants: Contribution of Computer-Aided Design Reconstruction. A 20-Year Experience and 401 Cases.

    Science.gov (United States)

    Chavoin, Jean-Pierre; Grolleau, Jean-Louis; Moreno, Benjamin; Brunello, Jérémie; André, Aymeric; Dahan, Marcel; Garrido, Ignacio; Chaput, Benoit

    2016-05-01

    In the absence of demonstrable functional impairment, pectus excavatum is merely a congenital deformity, albeit with a marked psychological impact. Many patients do not wish to undergo thoracic remodeling operations, which are invasive and do not clearly result in respiratory or cardiac improvement. From 1993 to 2015, the authors designed 401 custom-made silicone implants to treat funnel chests. Before 2007, implants were made from plaster chest molds. Beginning in 2007, three-dimensional reconstructions were made from computed tomographic scans by computer-aided design. The authors prospectively recorded all assessments and follow-up data since 1993. Preoperative and postoperative photographs of two random groups of 50 patients were analyzed, in a blinded manner, by two surgeons independently. Intraoperative and postoperative complications, clinical outcomes, patient satisfaction, and quality of life were evaluated. One infection and three hematomas were recorded. Periprosthetic seroma was evident in all cases. Patients rated the cosmetic outcomes of computer-aided design implants significantly higher than those of the earlier implants made using plaster molds (p = 0.030). Malformations were better corrected in the computer-aided design group (86 percent) than in the plaster group (72 percent) (p = 0.038). Patient satisfaction was higher in the former group (p = 0.011). Medical Outcomes Study 36-Item Short-Form Health Survey scores revealed significant improvements, both socially and emotionally. Correction of pectus excavatum using a computer-aided design silicone implant fulfils aesthetic and psychological demands. The technique is simple and reliable and yields high-quality results. In the medium term, the approach may render invasive techniques obsolete. These operations remain risky and of doubtful functional utility. Therapeutic, III.

  11. Shouldn’t customers control customized product development

    NARCIS (Netherlands)

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

    2013-01-01

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

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

    NARCIS (Netherlands)

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

    2014-01-01

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

  13. Customer Innovation Process Leadership

    DEFF Research Database (Denmark)

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

    2007-01-01

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

  14. 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.

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

    OpenAIRE

    Sucahyo, Martinus Wilman

    2017-01-01

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

  16. Customer-based collection development an overview

    CERN Document Server

    2014-01-01

    This essential guide to customer-based/patron-driven collection development will allow librarians to navigate the rapid changes in what users expect of libraries. The traditional "top down" approach to collection development definitely has its drawbacks: even after spending a good deal of time, energy, and resources, librarians are sometimes frustrated to find that their library's collection is not being used as they anticipated. But there's another strategy that's gaining momentum. This book gathers together the best practitioners in the emerging field of customer-based collection development to find out what library users need and want and provide strategies to allow librarians to manage collections accordingly. Drawing on the experiences of professionals from a variety of academic and public libraries, Customer-based Collection Development: * Offers strategies for planning and implementing a customer-based collection program * Summarizes its potential impact on a library's budget * Discusses cataloguing im...

  17. Enhancing customer value

    International Nuclear Information System (INIS)

    Gabel, B.

    1996-01-01

    A discussion on how Westcoast Gas Services Inc., is striving to meet customer satisfaction was presented. A strategic business unit called storage, transportation and service is a customer-centered, energy service enterprise dedicated to providing value-added service. The company is placing emphasis on better coordination of sales and marketing activities, especially in areas of customer relationship management and product development. Deregulation was responsible for the changing marketplace. It resulted in increased competition, energy alliances and multi-fuel opportunities. Some of the ways Westcoast Gas Service plans to survive and prosper in this new world of competition were outlined. Among the ideas mentioned were consumer orientation, superior information about consumers and competitors, quick adaptation to changing market conditions, anticipation of consumer needs, and appropriate product development

  18. Consumer Preferences for Mass Customization

    NARCIS (Netherlands)

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

    2004-01-01

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

  19. Emotional Satisfaction of Customer Contacts

    NARCIS (Netherlands)

    Güngör, Hüseyin

    2007-01-01

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

  20. Competitive Effects of Mass Customization

    OpenAIRE

    Oksana Loginova

    2010-01-01

    Earlier theoretical literature on mass customization maintains that customization reduces product differentiation and intensifies price competition. In contrast, operations management studies argue that customization serves primarily to differentiate a company from its competitors. Interactive involvement of the customer in product design creates an affective relationship with the firm, relaxing price competition. This paper provides a model that incorporates consumer involvement to explain t...

  1. How is the Customer Contributor and Interpreter of Value? : Opening the Black Box of the linkages between value creation and experience

    NARCIS (Netherlands)

    Sahhar, Y.; Loohuis, R.P.A.

    2017-01-01

    Purpose – The purpose of this paper is to open up the black box of the link between value experience and value creation through a phenomenological lens. We aim to explore distinct linkages between these two concepts and attempt to investigate what constitutes these linkages and how they relate to

  2. "This Is Malaysia. You Have to Follow the Custom Here": Narratives of the Student and Academic Experience in International Higher Education in Malaysia

    Science.gov (United States)

    Trahar, Sheila

    2014-01-01

    An invitation to be a visiting academic at a Malaysian university provided me with rich opportunities to talk with international students and academics and to explore their experiences of learning and teaching in that context. The university had developed an internationalisation strategy and was positioning itself as an "education hub"…

  3. Web Based Customized Design

    OpenAIRE

    Moi, Morten Benestad

    2013-01-01

    This thesis studies the methods needed to create a web based application to remotely customize a CAD model. This includes customizing a CAD model by using a graphical user interface to be able to remotely control the inputs to- and outputs from the model in NX, and to get the result sent back to the user. Using CAD systems such as NX requires intensive training, is often a slow process and gives a lot of room for errors. An intuitive, simple user interface will eliminate the need for CAD trai...

  4. What drives customer choice in competitive power markets? Final report

    International Nuclear Information System (INIS)

    Cates, S.

    1998-12-01

    Understanding what drives customer choice is a crucial first step toward meeting customer needs in competitive power markets. To understand the key drivers of customer choice, Research Triangle Institute (RTI) conducted in-depth telephone interviews with 150 customers in California, Pennsylvania, and Rhode Island and with 12 energy service providers (ESPs) serving these states. Because it is a qualitative study, the number of interviews is small; however, these interviews provide a first look at actual choice behavior in the US. This study also drew on previous EPRI research on customer choice and switching intentions, the US pilot program experience, actual customer choice behavior in international markets, and lessons learned in other deregulated industries. This study identified by customer sector--residential, small and medium commercial and industrial (C/I), and large C/I--the factors customers consider when choosing an electricity supplier, customers' reasons for switching electricity supplier, and customers' reasons for not switching. One of the key findings of the study is that the key driver for switching electricity supplier is the desire to save money. In markets where energy service providers can offer significant savings, customers are switching; but, in markets where no price incentives exist, customers are reluctant to switch

  5. I want products my own way, but which way? The effects of different product categories and cues on customer responses to Web-based customizations.

    Science.gov (United States)

    Chang, Chia-Chi; Chen, Hui-Yun

    2009-02-01

    Mass customization is a strategy that has been adopted by companies to tailor their products in order to match customer needs more precisely. Therefore, to fully capture the value of mass customization, it is crucial to explore how customers react to mass customization. In previous studies, an implied premise has been that consumers are keen to embrace customized products, and this assumption has also been treated by firms as a prerequisite for successful mass customization strategies. However, an undesirable complexity may result from difficult configuration processes that may intimidate and confuse some customers. Hence, this study explores strategies that marketers can employ to facilitate the customization process. Specifically, this study investigates how to enhance customer satisfaction and purchase decision toward customized products by providing cues compatible with the product category. It is hypothesized that for search products, customers rely more on intrinsic cues when making configuration decisions. On the other hand, for experience products, customers perceive extrinsic cues to be more valuable in assisting them to make configuration decisions. The results suggest that consumers tend to respond more favorably toward customized search products when intrinsic cues are provided than when extrinsic or irrelevant ones are provided. In contrast, when customizing experience products, customers tend to depend more on extrinsic cues than on intrinsic or irrelevant ones.

  6. Emotional Satisfaction of Customer Contacts

    OpenAIRE

    Güngör, Hüseyin

    2007-01-01

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

  7. Building Agents to Serve Customers

    OpenAIRE

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

    2004-01-01

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

  8. UNDERSTANDING CUSTOMERS - PROFILING AND SEGMENTATION

    OpenAIRE

    Mircea Andrei SCRIDON

    2008-01-01

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

  9. Future trends and needs in stored product entomology-pest management

    Science.gov (United States)

    Insect pest management in stored products, and in particular the concept of integrated pest management (IPM), has different meanings depending on one's viewpoint of IPM. One of the difficulties in stored products is adequately sampling large bulk bins or silos of raw stored grain or large milling an...

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

    Science.gov (United States)

    Binsar Kristian P., Feliks Anggia; Panjaitan, Hotman

    2014-01-01

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

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

    NARCIS (Netherlands)

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

    2007-01-01

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

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

    NARCIS (Netherlands)

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

    2009-01-01

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

  13. Creating Customer Delight.

    Science.gov (United States)

    Black, Jim

    1995-01-01

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

  14. Students as Customers?

    Science.gov (United States)

    Cuthbert, Rob

    2010-01-01

    The idea that students might be treated as customers triggers academics' antipathy, which in turn can lead to managerial irritation and political frustration. There are different discourses which barely overlap as their protagonists speak past one another. This article argues that these differences can be reconciled by re-conceiving the…

  15. Making Product Customization Profitable

    DEFF Research Database (Denmark)

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

    2010-01-01

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

  16. A 16 channel frequency-domain-modulation readout system with custom superconducting LC filters for the SWIPE instrument of the balloon-borne LSPE experiment

    Energy Technology Data Exchange (ETDEWEB)

    Signorelli, G., E-mail: giovanni.signorelli@pi.infn.it [INFN Sezione di Pisa, Largo B. Pontecorvo 3, 56127 Pisa (Italy); Baldini, A.M. [INFN Sezione di Pisa, Largo B. Pontecorvo 3, 56127 Pisa (Italy); Bemporad, C. [INFN Sezione di Pisa, Largo B. Pontecorvo 3, 56127 Pisa (Italy); Università di Pisa, Dipartimento di Fisica, Largo B. Pontecorvo 3, 56127 Pisa (Italy); Biasotti, M. [INFN Sezione di Genova and Università degli studi di Genova, Via Dodecaneso 33, 16146 Genova (Italy); Cei, F. [INFN Sezione di Pisa, Largo B. Pontecorvo 3, 56127 Pisa (Italy); Università di Pisa, Dipartimento di Fisica, Largo B. Pontecorvo 3, 56127 Pisa (Italy); Ceriale, V.; Corsini, D.; Fontanelli, F. [INFN Sezione di Genova and Università degli studi di Genova, Via Dodecaneso 33, 16146 Genova (Italy); Galli, L.; Gallucci, G. [INFN Sezione di Pisa, Largo B. Pontecorvo 3, 56127 Pisa (Italy); Gatti, F. [INFN Sezione di Genova and Università degli studi di Genova, Via Dodecaneso 33, 16146 Genova (Italy); Incagli, M.; Grassi, M. [INFN Sezione di Pisa, Largo B. Pontecorvo 3, 56127 Pisa (Italy); Nicolò, D. [INFN Sezione di Pisa, Largo B. Pontecorvo 3, 56127 Pisa (Italy); Università di Pisa, Dipartimento di Fisica, Largo B. Pontecorvo 3, 56127 Pisa (Italy); Spinella, F. [INFN Sezione di Pisa, Largo B. Pontecorvo 3, 56127 Pisa (Italy); Vaccaro, D. [INFN Sezione di Pisa, Largo B. Pontecorvo 3, 56127 Pisa (Italy); Università di Pisa, Dipartimento di Fisica, Largo B. Pontecorvo 3, 56127 Pisa (Italy); Venturini, M. [INFN Sezione di Pisa, Largo B. Pontecorvo 3, 56127 Pisa (Italy); Scuola Normale Superiore, Piazza dei Cavalieri 7, 56126 Pisa (Italy)

    2016-07-11

    We present the design, implementation and first tests of the superconducting LC filters for the frequency domain readout of spiderweb TES bolometers of the SWIPE experiment on the balloon-borne LSPE mission which aims at measuring the linear polarization of the Cosmic Microwave Background at large angular scales to find the imprint of inflation on the B-mode CMB polarization. LC filters are designed, produced and tested at the INFN sections of Pisa and Genoa where thin film deposition and cryogenic test facilities are present, and where also the TES spiderweb bolometers are being produced.

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

    OpenAIRE

    A. D. Molokovich; K. N. Shabeka

    2010-01-01

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

  18. The Study of Relationship among Experiential Marketing, Service Quality, Customer Satisfaction, and Customer Loyalty

    OpenAIRE

    Puti Ara Zena; Aswin Dewanto Hadisumarto

    2012-01-01

    Experiential marketing is one of the marketing approaches that gives a great framework to combine experience and entertainment elements into a product or service. Some of businesses in Indonesia have already used this approach and one of them is Strawberry Cafe which provides many kinds of free board games for the customer. The purpose of this research is to understand the impact of experiential marketing used by Strawberry Cafe related to customer satisfaction and loyalty. The data were coll...

  19. Standards and Customer Service: Employees Behavior towards Customers

    Directory of Open Access Journals (Sweden)

    Venelin Terziev

    2017-09-01

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

  20. The Study on the Preferences of Customer Personal Values with Chinese Culture Background in Services

    Science.gov (United States)

    Li, Yi; Zhao, Hong; Yang, Yue

    Customer personal values are the important factors which affect customer behaviors, and they guide and decide the customer's attitudes and behaviors on the products or the services. The paper thinks there are only several important customer personal values to guide customer's decisions, and these values will have -strong cultural differences. This study focuses on discussing the preferences of customer personal values with Chinese culture background when customers consume service and analyzes on the customer preferences of customer personal values with the deep interview method. After interviewing 16 responders with the semi-structured questionnaires, the study finds out some interesting results: (1) Some customers have recognized the existent of customer personal values, even though customer perceived values still have the strong influences on customer behaviors. (2) As they pursue to high quality lives, customers enjoy the lives in easy and pleasure way and care about the safe of the family. Quick response, simple and professional services contribute to enhance the experiences of easy and pleasure lives. (3) Non-rational consumers need the respect from the staff and the companies seriously. In comparison, the rational customers care less about the respect. (4) The sociable requirements have become a common consuming psychology of the customers. More and more customers try to gain the friends by consuming some services. (5) The preferences of customer personal values have a close relationship with the Chinese culture, such as collective values, family conception and "face" culture. The results benefit for service companies improving service brands and service quality.

  1. Design of customer knowledge management system for Aglaonema Nursery in South Tangerang, Indonesia

    Science.gov (United States)

    Sugiarto, D.; Mardianto, I.; Dewayana, TS; Khadafi, M.

    2017-12-01

    The purpose of this paper is to describe the design of customer knowledge management system to support customer relationship management activities for an aglaonema nursery in South Tangerang, Indonesia. System. The steps were knowledge identification (knowledge about customer, knowledge from customer, knowledge for customer), knowledge capture, codification, analysis of system requirement and create use case and activity diagram. The result showed that some key knowledge were about supporting customer in plant care (know how) and types of aglaonema including with the prices (know what). That knowledge for customer then codified and shared in knowledge portal website integrated with social media. Knowledge about customer were about customers and their behaviour in purchasing aglaonema. Knowledge from customer were about feedback, favorite and customer experience. Codified knowledge were placed and shared using content management system based on wordpress.

  2. 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.

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

    OpenAIRE

    Tereza Vebrová; Kateřina Venclová; Stanislav Rojík

    2016-01-01

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

  4. Customization of biomedical terminologies.

    Science.gov (United States)

    Homo, Julien; Dupuch, Laëtitia; Benbrahim, Allel; Grabar, Natalia; Dupuch, Marie

    2012-01-01

    Within the biomedical area over one hundred terminologies exist and are merged in the Unified Medical Language System Metathesaurus, which gives over 1 million concepts. When such huge terminological resources are available, the users must deal with them and specifically they must deal with irrelevant parts of these terminologies. We propose to exploit seed terms and semantic distance algorithms in order to customize the terminologies and to limit within them a semantically homogeneous space. An evaluation performed by a medical expert indicates that the proposed approach is relevant for the customization of terminologies and that the extracted terms are mostly relevant to the seeds. It also indicates that different algorithms provide with similar or identical results within a given terminology. The difference is due to the terminologies exploited. A special attention must be paid to the definition of optimal association between the semantic similarity algorithms and the thresholds specific to a given terminology.

  5. 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...

  6. Assesment of customer relationship development

    Directory of Open Access Journals (Sweden)

    Dagmar Lesáková

    2011-01-01

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

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

    NARCIS (Netherlands)

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

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

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

    OpenAIRE

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

    2009-01-01

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

  9. Customer Engagement as a New Perspective in Customer Management

    NARCIS (Netherlands)

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

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

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

    OpenAIRE

    Sandra-Dinora Orantes-Jiménez; Graciela Vázquez-Álvarez; Ricardo Tejeida-Padilla

    2017-01-01

    Since the entrance of strategies oriented to marketing relational in Hotelier Sector, the traditional way of travel agents and other representatives arranging hospitality services for hotel and travel reservations has changed. The strategies oriented to customer relationship management are a relatively new area of specialty loyalty marketing in the hotel and hotelier sector, with advancements being made constantly. The use of this type of strategy can allow hoteliers or companies to tailo...

  11. Partnership with the customer

    Science.gov (United States)

    Trachta, Gregory S.

    This discussion will recount some historical observations about establishing partnerships with the customer. It suggests that such partnerships are established as the natural evolutionary product of a continuous improvement culture. Those are warm, ethereal terms about a topic that some people think already suffers from an excess of hot air. We will focus on some real-world activities and workplace artifacts to show there are substantive concepts behind the TQM buzzwords.

  12. Electron collisions and internal excitation in stored molecular ion beams

    International Nuclear Information System (INIS)

    Buhr, H.

    2006-01-01

    In storage ring experiments the role, which the initial internal excitation of a molecular ion can play in electron collisions, and the effect of these collisions on the internal excitation are investigated. Dissociative recombination (DR) and inelastic and super-elastic collisions are studied in the system of He + 2 . The DR rate coefficient at low energies depends strongly on the initial vibrational excitation in this system. Therefore changes in the DR rate coefficient are a very sensitive probe for changes in the vibrational excitation in He + 2 , which is used to investigate the effects of collisions with electrons and residual gas species. The low-energy DR of HD + is rich with resonances from the indirect DR process, when certain initial rotational levels in the molecular ion are coupled to levels in neutral Rydberg states lying below the ion state. Using new procedures for high-resolution electron-ion collision spectroscopy developed here, these resonances in the DR cross section can be measured with high energy sensitivity. This allows a detailed comparison with results of a MQDT calculation in an effort to assign some or all of the resonances to certain intermediate Rydberg levels. (orig.)

  13. Electron collisions and internal excitation in stored molecular ion beams

    Energy Technology Data Exchange (ETDEWEB)

    Buhr, H.

    2006-07-26

    In storage ring experiments the role, which the initial internal excitation of a molecular ion can play in electron collisions, and the effect of these collisions on the internal excitation are investigated. Dissociative recombination (DR) and inelastic and super-elastic collisions are studied in the system of He{sup +}{sub 2}. The DR rate coefficient at low energies depends strongly on the initial vibrational excitation in this system. Therefore changes in the DR rate coefficient are a very sensitive probe for changes in the vibrational excitation in He{sup +}{sub 2}, which is used to investigate the effects of collisions with electrons and residual gas species. The low-energy DR of HD{sup +} is rich with resonances from the indirect DR process, when certain initial rotational levels in the molecular ion are coupled to levels in neutral Rydberg states lying below the ion state. Using new procedures for high-resolution electron-ion collision spectroscopy developed here, these resonances in the DR cross section can be measured with high energy sensitivity. This allows a detailed comparison with results of a MQDT calculation in an effort to assign some or all of the resonances to certain intermediate Rydberg levels. (orig.)

  14. CERTS customer adoption model

    Energy Technology Data Exchange (ETDEWEB)

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

    2000-03-01

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

  15. Toward Customized Care

    Science.gov (United States)

    Minvielle, Etienne

    2018-01-01

    Patients want their personal needs to be taken into account. Accordingly, the management of care has long involved some degree of personalization. In recent times, patients’ wishes have become more pressing in a moving context. As the population ages, the number of patients requiring sophisticated combinations of longterm care is rising. Moreover, we are witnessing previously unvoiced demands, preferences and expectations (eg, demand for information about treatment, for care complying with religious practices, or for choice of appointment dates). In view of the escalating costs and the concerns about quality of care, the time has now come to rethink healthcare delivery. Part of this reorganization can be related to customization: what is needed is a customized business model that is effective and sustainable. Such business model exists in different service sectors, the customization being defined as the development of tailored services to meet consumers’ diverse and changing needs at near mass production prices. Therefore, its application to the healthcare sector needs to be seriously considered. PMID:29524957

  16. Customer Integration during Innovation Development

    DEFF Research Database (Denmark)

    Pedrosa, Alex

    2012-01-01

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

  17. Risk management in customs control

    OpenAIRE

    Drobot, Elena; Klevleeva, Aziza

    2016-01-01

    The particularities of risk-management system implementation within customs control are discussed in the article. The authors single out the elements of risk-management system, evaluate effectiveness of risk-management in customs control. The main reasons for non-implementation of risk-management system in customs control are described, as well. Particular attention is paid to the benefits of customs risk management.

  18. "I can't wait to find out what Nature has in store for us"

    CERN Multimedia

    Anaïs Schaeffer

    2012-01-01

    Professor Guido Altarelli, a physicist at CERN and the University of Rome, has received two prizes since the beginning of the year: the Julius Wess prize awarded by the Karlsruhe Institute of Technology (KIT) and the Sakurai prize awarded by the American Physical Society.   Guido Altarelli (left), receiving the Julius Wess prize in Karlsruhe on 16 January. It's been a good start to the year for Guido Altarelli. After receiving two prestigious prizes in the space of a few weeks for achievements during his long career, all he's waiting for is the Higgs boson! "I can't wait to find out what Nature has in store for us!", he smiles. Hardly surprising when you think that Altarelli has been looking for the answers since the very start of his career in particle physics. As a theorist at CERN for over twenty years, he has always worked closely with the experiments, first at the SPS, then at LEP and now at the LHC. Today, following the significant progress in...

  19. Energizing Companies through Customer Compliments

    OpenAIRE

    Kipfelsberger, Petra; Bruch, Heike; Herhausen, Dennis

    2015-01-01

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

  20. Repeat Customer Success in Extension

    Science.gov (United States)

    Bess, Melissa M.; Traub, Sarah M.

    2013-01-01

    Four multi-session research-based programs were offered by two Extension specialist in one rural Missouri county. Eleven participants who came to multiple Extension programs could be called "repeat customers." Based on the total number of participants for all four programs, 25% could be deemed as repeat customers. Repeat customers had…

  1. The art of customer service.

    Science.gov (United States)

    Williams, Jeni

    2007-10-01

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

  2. Analyzing the Efficient Execution of In-Store Logistics Processes in Grocery Retailing

    DEFF Research Database (Denmark)

    Reiner, Gerald; Teller, Christop; Kotzab, Herbert

    2013-01-01

    In this article, we examine in-store logistics processes for handling dairy products, from the incoming dock to the shelves of supermarkets and hypermarkets. The efficient execution of the in-store logistics related to such fast-moving, sensitive, and essential items is challenging and crucial...... for grocery retailers' sales, profits, and image. In our empirical study, we survey in-store logistics processes in 202 grocery supermarkets and hypermarkets belonging to a major retail chain in central Europe. Using a data envelopment analysis (DEA) and simulation, we facilitate process benchmarking....... In particular, we identify ways of improving in-store logistics processes by showing the performance impacts of different managerial strategies and tactics. The DEA results indicate different efficiency levels for different store formats; the hybrid store format of the small hypermarket exhibits a comparatively...

  3. AutoCAD platform customization VBA

    CERN Document Server

    Ambrosius, Lee

    2015-01-01

    Boost productivity and streamline your workflow with expert AutoCAD: VBA programming instruction AutoCAD Platform Customization: VBA is the definitive guide to personalizing AutoCAD and the various programs that run on the AutoCAD platform, including AutoCAD Architecture, Civil 3D, Plant 3D, and more. Written by an Autodesk insider with years of customization and programming experience, this book features detailed discussions backed by real-world examples and easy-to-follow tutorials that illustrate each step in the personalization process. Readers gain expert guidance toward managing layout

  4. Customer satisfaction: The role of transparency

    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....

  5. 19 CFR 146.3 - Customs supervision.

    Science.gov (United States)

    2010-04-01

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

  6. Norwegian Salmon : a study of in-store promotions in China

    OpenAIRE

    Bang, Marius; Haeger, Jarling Mathias Kvam; Mikkelsen, Guro Johanne; Tomaszewski, Katrine

    2012-01-01

    This thesis focuses primarily on two in-store promotions currently used as a marketing strategy by Norwegian Seafood Council to spread the awareness of Norwegian salmon. Due to the uncertainty of the effects of these promotions on the average Chinese consumers’ purchase behavior and attention, the authors have decided to conduct a research to find out which of these are the most cost-efficient, and how Norwegian Seafood Council may improve their in-store promotions in order to ...

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

    Directory of Open Access Journals (Sweden)

    Nena Lim

    2001-11-01

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

  8. 76 FR 24339 - Streamlining Service Delivery and Improving Customer Service

    Science.gov (United States)

    2011-05-02

    ... accessed by the Internet or mobile phone and improved processes that deliver services faster and more... ``Conversations with America'' to Further Improve Customer Service). However, with advances in technology and... major initiative (signature initiative) that will use technology to improve the customer experience; (b...

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

    OpenAIRE

    Nena Lim

    2001-01-01

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

  10. Customer magazines: Effects of commerciality on readers’ reactions

    NARCIS (Netherlands)

    van Reijmersdal, E.A.; Neijens, P.C.; Smit, E.G.

    2010-01-01

    This study is the first to focus on effects of commerciality of customer magazines on readers’ reactions. The experiment (N=349 students) involves six versions of the same customer magazine that vary along two dimensions of commerciality: the amount of brand integration (0%, 50%, or 100%) and the

  11. Are You Being Served? Designing the Customer Service Curriculum

    Science.gov (United States)

    Ippoliti, Cinthya

    2014-01-01

    Customer service is a core component of user experience and an important element in making patrons feel welcomed and valued within our libraries. At the University of Maryland Libraries, we took on the challenging task of creating a customer service training curriculum for all staff working at public service points and offering a digital badge for…

  12. True or False Customer Engagement Behaviour

    DEFF Research Database (Denmark)

    Haurum, Helle; Beckmann, Suzanne C.

    2014-01-01

    Customers’ engagement behaviours are considered an important source of value to the company. So far, the discussion has mainly been conceptual and focused on the company’s perspective. By adopting the customer’s perspective we investigated how customers perceive their service relationship...... encounters with a company, using in-depth interviews. We found the following key factors driving and explaining customers’ engagement behaviours: (1) transactions matter and inconsistent engagement behaviours are a reality, (2) mundane products and services are still highly relevant for customers, and (3......) different degrees of customer experience alignment with services and products exist. Moreover, the distinction between true and false engagement behaviours we suggest indeed is relevant and we could establish their mediating capabilities....

  13. How tobacco companies ensure prime placement of their advertising and products in stores: interviews with retailers about tobacco company incentive programmes.

    Science.gov (United States)

    Feighery, E C; Ribisl, K M; Clark, P I; Haladjian, H H

    2003-06-01

    About 81% of cigarette manufacturers' marketing expenditures in the USA is spent to promote cigarette sales in stores. Relatively little is known about how these expenditures help the manufacturers achieve their marketing goals in stores. A better understanding of how tobacco companies influence the retail environment would help researchers and tobacco control activists to monitor industry presence in stores. To describe the types of tobacco company incentive programmes offered to retailers, how these programmes impact the store environments, and possible visual indicators of retailer participation in incentive programmes. In-depth qualitative interviews with a convenience sample of 29 tobacco retailers were conducted in 2001. USA. The types and requirements of retailer incentive programmes provided by tobacco companies, and how participation in a programme alters their stores. The retailers provided insights into how tobacco companies convey promotional allowances and special offers to them and how these incentives shape the retail environment. Retailers noted that tobacco companies exert substantial control over their stores by requiring placement of products in the most visible locations, and of specific amounts and types of advertising in prime locations in the store. Retailers also described how tobacco companies reduce prices by offering them volume based discounts, "buy two, get one free" specials, and "buying down" the price of existing product. Tobacco companies are concentrating their marketing dollars at the point-of-sale to the extent that the store is their primary communication channel with customers. As a result, all shoppers regardless of age or smoking status are exposed to pro-smoking messages. Given the financial resources spent by tobacco companies in stores, this venue warrants closer scrutiny by researchers and tobacco control advocates.

  14. MASS CUSTOMIZATION and PRODUCT MODELS

    DEFF Research Database (Denmark)

    Svensson, Carsten; Malis, Martin

    2003-01-01

    to the product. Through the application of a mass customization strategy, companies have a unique opportunity to create increased customer satisfaction. In a customized production, knowledge and information have to be easily accessible since every product is a unique combination of information. If the dream...... of a customized alternative instead of a uniform mass-produced product shall become a reality, then the cross-organizational efficiency must be kept at a competitive level. This is the real challenge for mass customization. A radical restructuring of both the internal and the external knowledge management systems...

  15. Customs control of radioactive materials

    International Nuclear Information System (INIS)

    Causse, B.

    1998-01-01

    Customs officers take part in the combat against illicit traffic od radioactive materials by means of different regulations dealing with nuclear materials, artificial radiation sources or radioactive wastes. The capability of customs officers is frequently incomplete and difficult to apply due to incompatibility of the intervention basis. In case of contaminated materials, it seems that the customs is not authorised directly and can only perform incidental control. In order to fulfil better its mission of fighting against illicit traffic of radioactive materials customs established partnership with CEA which actually includes practical and theoretical training meant to augment the capabilities of customs officers

  16. UNDERSTANDING CUSTOMERS - PROFILING AND SEGMENTATION

    Directory of Open Access Journals (Sweden)

    Mircea Andrei SCRIDON

    2008-01-01

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

  17. Sustainability Evaluation of Mass Customization

    DEFF Research Database (Denmark)

    Brunø, Thomas Ditlev; Nielsen, Kjeld; Taps, Stig B.

    2013-01-01

    This paper addresses the issue whether the concepts mass customization and sustainability are fundamentally compatible by asking the question: can a mass customized product be sustainable? Some factors indicate that mass customized products are less sustainable than standardized products; however...... other factors suggest the opposite. This paper explores these factors during three life cycle phases for a product: Production, Use and End of Life. It is concluded that there is not an unambiguous causal relationship between mass customization and sustainability; however several factors unique to mass...... customized products are essential to consider during product development....

  18. Customer interruption cost and results

    Energy Technology Data Exchange (ETDEWEB)

    Eua-Arporn, B.; Bisarnbutra, S. [Chulalongkorn Univ., Bangkok (Thailand)

    1997-12-31

    Results of a comprehensive study on short-term direct impacts and consumer interruption costs, incurred as a result of power supply interruption, were discussed. The emphasis was on questionnaire development, general responses and the average customer damage function of some selected sectors. The customer damage function was established for each category of customers (agriculture, industry, mining, wholesale, retail merchandising, residential, etc) as well as for different locations. Results showed that the average customer damage function depended mostly on customer category. Size and location were not significant factors. 5 refs., 7 tabs.

  19. Managing Customer Value

    OpenAIRE

    William B. Dodds

    1999-01-01

    This paper builds the framework for linking the established work of competitive advantage with the emerging discipline of value marketing. The outcome of this linkage is the concept of strategic value management. Strategic value management focuses on the right combinations of product quality, customer service and fair prices as the key to selling to todayÕs value conscious consumers. The core of the strategy stresses the firmÕs ability to combine and manage these dimensions of value in a way ...

  20. Profiling the Mobile Customer

    DEFF Research Database (Denmark)

    Jessen, Pernille Wegener; King, Nancy J.

    2010-01-01

    of significant concerns about privacy and data protection. This second article in a two part series on "Profiling the Mobile Customer" explores how to best protect consumers' privacy and personal data through available mechanisms that include industry self-regulation, privacy-enhancing technologies...... discusses the current limitations of using technology to protect consumers from privacy abuses related to profiling. Concluding that industry self-regulation and available privacy-enhancing technologies will not be adequate to close important privacy gaps related to consumer profiling without legislative...

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

    Science.gov (United States)

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

    2016-01-01

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

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

    NARCIS (Netherlands)

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

    2009-01-01

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

  3. Customer Protest: Exit, Voice or Negative Word of Mouth

    Directory of Open Access Journals (Sweden)

    Solvang, B. K.

    2008-01-01

    Full Text Available Of the three forms of protest the propensity of word of mouth (WOM seems to be the most common, and the most exclusive form of protest seems to be exit. The propensity for voice lies in between. The costs linked to voice influence the propensity for WOM. The customers seem to do an evaluation between the three forms of protest, yet the rational picture of the customers should be moderated.Leaders should improve their treatment of the customers making complaints. The more they can treat customer complaints in an orderly and nice way the less informal negative word of mouth activity they will experience and they will reduce the exit propensity and lead the customers to the complain organisation. They should also ensure that their customers feel they get equal treatment by the staff.

  4. 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

  5. The Customer Comes First: Implementing a Customer Service Program at the University of Minnesota, Twin Cities Libraries

    Science.gov (United States)

    Bayer, Jerrie; Llewellyn, Steven

    2011-01-01

    Library customers have more remote information choices than ever before, so we must ensure that when they do come to the library, they experience a welcoming environment, a high standard of service, and receive equitable levels of service across campus. Developing a customer service program was a logical next step to reinforce the ongoing…

  6. The mismanagement of customer loyalty.

    Science.gov (United States)

    Reinartz, Werner; Kumar, V

    2002-07-01

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

  7. Customer-driven competition

    Energy Technology Data Exchange (ETDEWEB)

    Taylor, R. [Ontario Hydro, Toronto, ON (Canada)

    1996-12-31

    Ontario Hydro`s customer-driven strategy, recently approved by Hydro`s Executive Board, was described. The strategy is founded on the following components: (1) the dissolution of the Ontario power pool, i.e., the loss of Hydro`s franchise monopoly on generation, leaving only power transmission in the hands of the Corporation, (2) divestment of Ontario Hydro`s system operations and market operations functions to a new, independent Crown corporation called the Central Market Operator, (3) functional and organizational unbundling of Ontario Hydro into three signature businesses, Genco, Transco, and Retailco, and in the latter two, the functional unbundling of wires from sales and services, (4) a fully commercial Ontario Hydro with normal corporate powers, and (5) a corporate strategy for Ontario Hydro to grow in businesses in an open, symmetrical North American energy market. According to Ontario Hydro management this will allow competition and choice to all customers, have a disciplining effect on prices, and give rise to a retail market of new products and services, while at the same time preserve and enhance the value of public investment in the Corporation.

  8. Customer-driven competition

    International Nuclear Information System (INIS)

    Taylor, R.

    1996-01-01

    Ontario Hydro's customer-driven strategy, recently approved by Hydro's Executive Board, was described. The strategy is founded on the following components: (1) the dissolution of the Ontario power pool, i.e., the loss of Hydro's franchise monopoly on generation, leaving only power transmission in the hands of the Corporation, (2) divestment of Ontario Hydro's system operations and market operations functions to a new, independent Crown corporation called the Central Market Operator, (3) functional and organizational unbundling of Ontario Hydro into three signature businesses, Genco, Transco, and Retailco, and in the latter two, the functional unbundling of wires from sales and services, (4) a fully commercial Ontario Hydro with normal corporate powers, and (5) a corporate strategy for Ontario Hydro to grow in businesses in an open, symmetrical North American energy market. According to Ontario Hydro management this will allow competition and choice to all customers, have a disciplining effect on prices, and give rise to a retail market of new products and services, while at the same time preserve and enhance the value of public investment in the Corporation

  9. In-store promotional mix and the effects on female consumer buying decisions in relation to cosmetic products

    OpenAIRE

    Yang, Dong-Jenn; Lee, C. W.

    2016-01-01

    This study was conducted to ascertain the relationship between the females' in-store purchasing decision process and the promotional mix. Two cosmetic salesmen groups were interviewed by using focus group interview technique to understand females' buying decision process with in-store promotional mix. The results indicated that females with buying intention will improve the effectiveness of in-store promotional strategies. The purchase behavior stimulated by in-store promotions was related to...

  10. A Review Of CEM: Customer Engagement as Innovation Co-Creator

    Directory of Open Access Journals (Sweden)

    Elidjen Elidjen

    2013-12-01

    Full Text Available Competition is very tight causing companies looking for a competitive edge, both in the product packaging and in maintaining good relations with their customers. The management of good relationship is commonly referred to Customer Relationship Management (CRM. In general, CRM is focused on how to market something to customers and obtain value from them by using information technology. However, it ignores customers’ insight that can provide added value to the company's profits. That is what causes the need for Customer Experience Management (CEM to handle the experience of customers to improve value for customers so that customers become loyal. More useful definition of CEM is handling customer interactions to build brand equity and increase the long-term profitability. The five-element approach known as SMART (strategy, metrics; alignment, redesign and technology has a positive impact for the company. In the end customers can actualize themselves, through a company's brand and products.

  11. 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).

  12. Shopping online and/or in-store? A structural equation model of the relationships between e-shopping and in-store shopping

    OpenAIRE

    Farag, Sendy; Schwanen, Tim; Dijst, Martin

    2005-01-01

    Searching product information or buying goods online is becoming increasingly popular and could affect shopping trips. However, the relationship between e-shopping and in-store shopping is currently unclear. The aim of this study is to investigate empirically how the frequencies of online searching, online buying, and non-daily shopping trips relate to each other, after controlling for sociodemographic, land use, behavioral, and attitudinal characteristics. Data were collected from 826 respon...

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

    OpenAIRE

    Mark Tanya; Niraj Rakesh; Dawar Niraj

    2007-01-01

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

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

    OpenAIRE

    Habib A. Mirghafoori; Ali Morovati Sharifabadi; Ensiyeh Taki

    2016-01-01

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

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

    OpenAIRE

    Aprilia, Ariesya

    2004-01-01

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

  16. Challenges and opportunities in multichannel customer management

    NARCIS (Netherlands)

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

    2006-01-01

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

  17. Challenges and opportunities in multichannel customer management

    NARCIS (Netherlands)

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

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

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

    DEFF Research Database (Denmark)

    Eskildsen, Jacob Kjær; Kristensen, Kai

    2008-01-01

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

  19. Energy providers: customer expectations

    International Nuclear Information System (INIS)

    Pridham, N.F.

    1997-01-01

    The deregulation of the gas and electric power industries, and how it will impact on customer service and pricing rates was discussed. This paper described the present situation, reviewed core competencies, and outlined future expectations. The bottom line is that major energy consumers are very conscious of energy costs and go to great lengths to keep them under control. At the same time, solutions proposed to reduce energy costs must benefit all classes of consumers, be they industrial, commercial, institutional or residential. Deregulation and competition at an accelerated pace is the most likely answer. This may be forced by external forces such as foreign energy providers who are eager to enter the Canadian energy market. It is also likely that the competition and convergence between gas and electricity is just the beginning, and may well be overshadowed by other deregulated industries as they determine their core competencies

  20. Custom anatomic healing abutments

    Directory of Open Access Journals (Sweden)

    Vinayak S Gowda

    2016-01-01

    Full Text Available Dental implants with their increasing success rates and predictability of final outcome are fast becoming the treatment of choice for replacing missing teeth. Considering the success of immediate implant placement in reducing tissue loss and achieving good esthetic results, is making it a more popular treatment modality in implant dentistry. Understanding the management of gingival tissues in relation to implants to obtain maximum esthetics is of utmost importance. The use of provisional abutments and immediate temporization has a proven track record of their ability to produce optimal esthetics and to guide the tissue response during the healing phase. With careful patient selection and execution, customized healing abutments can provide an effective method to enhance the esthetic and emergence profile for anterior implant restorations.

  1. Detecting drugs at customs

    International Nuclear Information System (INIS)

    Hibbert, D.B.

    1999-01-01

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

  2. INTERNATIONAL SYSTEMS OF MERCHANDISING TO MANAGE THE CUSTOMER BEHAVIOR

    Directory of Open Access Journals (Sweden)

    L. Paschuk

    2014-09-01

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

  3. Take Five for Customer Service

    Directory of Open Access Journals (Sweden)

    Laura J. Ax-Fultz

    2016-05-01

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

  4. Social Customer Relationship Management: A Case Study

    Directory of Open Access Journals (Sweden)

    Paliouras Konstantinos

    2017-06-01

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

  5. 19 CFR 19.34 - Customs supervision.

    Science.gov (United States)

    2010-04-01

    ... 19 Customs Duties 1 2010-04-01 2010-04-01 false Customs supervision. 19.34 Section 19.34 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY; DEPARTMENT OF THE TREASURY CUSTOMS WAREHOUSES, CONTAINER STATIONS AND CONTROL OF MERCHANDISE THEREIN Space Bonded for the Storage of Wheat § 19.34 Customs supervision. Port...

  6. Customizing Prices in Online Markets

    OpenAIRE

    Werner Reinartz

    2002-01-01

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

  7. HOW IN-STORE MARKETING AFFECTS PURCHASE AND SALESMAN’S RECOMMENDATION RATE IN TELECOM RETAIL STORES

    Directory of Open Access Journals (Sweden)

    Melik Karabıyıkoglu

    2013-01-01

    Full Text Available The authors study in-store marketing for telecom retail stores in GSM sector in Turkey which handset manufacturers practice special application in stores for increasing purchasing and improving suggestion rates of their products. They develop a theoretical model of dealers, and manufacturers behavior based on observations about key aspects of the mobile phone market. The analysis provides important insights about in-store marketing and their applications. For example, owner of the store and salesmen would like to support in-store marketing applications of manufacturers in spite of operators’s in-store rules. The authors find empirical support when they test the theoretical results.

  8. 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

  9. How platforms are transforming customer information\\ud management

    OpenAIRE

    Stone, Merlin; Aravopoulou, Eleni; Girardi, Gherardo; Weinzierl, Luisa; Laughlin, Paul; Stott, Ryan; Todeva, Emanuela

    2017-01-01

    Purpose\\ud The purpose of this paper is to explain the development of ecosystems and platforms to manage customer information, and to identify the management, research and teaching implications of this evolution.\\ud \\ud Design/methodology/approach\\ud This article is based on research and industrial experience of two of the co-authors in customer relationshipmanagement, further developed with other co-authors in the field of business models, the research and teaching experience of the universi...

  10. Utilities Power Change: Engaging Commercial Customers in Workplace Charging

    Energy Technology Data Exchange (ETDEWEB)

    Lommele, Stephen; Dafoe, Wendy

    2016-06-01

    As stewards of an electric grid that is available almost anywhere people park, utilities that support workplace charging are uniquely positioned to help their commercial customers be a part of the rapidly expanding network of charging infrastructure. Utilities understand the distinctive challenges of their customers, have access to technical information about electrical infrastructure, and have deep experience modeling and managing demand for electricity. This case study highlights the experiences of two utilities with workplace charging programs.

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

    Directory of Open Access Journals (Sweden)

    Tereza Vebrová

    2016-01-01

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

  12. Influence of Customer Focused Mission Statement on Customer Satisfaction

    Directory of Open Access Journals (Sweden)

    Chijioke Nwachukwu

    2017-01-01

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

  13. Customer requirements based ERP customization using AHP technique

    NARCIS (Netherlands)

    Parthasarathy, S.; Daneva, Maia

    2014-01-01

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

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

    NARCIS (Netherlands)

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

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

  15. An Added Value of Neuroscientific Tools to Understand Consumers’ In-Store Behaviour

    DEFF Research Database (Denmark)

    Bagdziunaite, Dalia; Nassri, Khalid; Clement, Jesper

    2014-01-01

    Little is still understood about the actual in-store purchase process. Here, we report that prior ad exposure affects in-store decision-making. By using mobile eye-tracking and electroencephalography (EEG), we demonstrate that, unbeknownst to participants, the ad effect was driven by increased...... visual exploration of the product shelves for the brand that was presented during ad exposure, and a stronger motivation score, as assess by the brain’s prefrontal asymmetry. These findings are discussed in the light of the academic and commercial need to integrate neuroscientific tools in the study...

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

    OpenAIRE

    Berrin Onaran,; Zeki Atil Bulut,; Alparslan Ozmen

    2013-01-01

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

  17. Captivate the customer or vanish

    International Nuclear Information System (INIS)

    Regis, J.

    1994-01-01

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

  18. What is a free customer worth? Armchair calculations of nonpaying customers' value can lead to flawed strategies.

    Science.gov (United States)

    Gupta, Sunil; Mela, Carl F

    2008-11-01

    Free customers who are subsidized by paying customers are essential to a vast array of businesses, such as media companies, employment services, and even IT providers. But because they generate revenue only indirectly, figuring out the true value of those customers--and how much attention to devote them--has always been a challenge. Traditional customer-valuation models don't help; they focus exclusively on paying customers and largely ignore network effects, or how customers help draw other customers to a business. Now a new model, devised by professors Gupta, of Harvard Business School, and Mela, of Fuqua School of Business, takes into account not only direct network effects (where buyers attract more buyers or sellers more sellers) but also indirect network effects (where buyers attract more sellers or vice versa) . The model calculates the precise long-term impact of each additional free customer on a company's profits, factoring in the degree to which he or she brings in other customers--whether free or paying--and the ripple effect of those customers. The model helped an online auction house make several critical decisions. The business made its money on fees charged to sellers but recognized that its free customers--its buyers--were valuable, too. As competition heated up, the company worried that it wasn't wooing enough buyers. Using the model, the business discovered that the network effects of buyers were indeed large and that those customers were worth over $1,000 each--much more than had been assumed. Armed with that information, the firm increased its research on buyers, invested more in targeting them with ads, and improved their experience. The model also helped the company identify the effects of various pricing strategies on sellers, showing that they became less price-sensitive over time. As a result, the company raised the fees it charged them as well.

  19. Enacting personal wellbeing by controlling customers

    OpenAIRE

    Hagberg, Niklas

    2016-01-01

    Abstract Purpose – The aim of this thesis is to describe and explain how service employees create personal wellbeing through improving the customer’s experience of the service by being proactive in their work, continuously running the service interaction and stimulating the customer. Design/methodology/approach – The study takes on a qualitative approach and data was collected through a primary analysis of 9 extensive interviews performed on service providers within the mobility service-bus...

  20. Internet Banking Security Strategy: Securing Customer Trust

    OpenAIRE

    Frimpong Twum; Kwaku Ahenkora

    2012-01-01

    Internet banking strategies should enhance customers¡¯ online experiences which are affected by trust and security issues. This study provides perspectives of users and nonusers on internet banking security with a view to understanding trust and security factors in relation to adoption and continuous usage. Perception of internet banking security influenced usage intentions. Nonusers viewed internet banking to be insecure but users perceived it to be secure with perceived ease of use influenc...

  1. Diversifying customer review rankings.

    Science.gov (United States)

    Krestel, Ralf; Dokoohaki, Nima

    2015-06-01

    E-commerce Web sites owe much of their popularity to consumer reviews accompanying product descriptions. On-line customers spend hours and hours going through heaps of textual reviews to decide which products to buy. At the same time, each popular product has thousands of user-generated reviews, making it impossible for a buyer to read everything. Current approaches to display reviews to users or recommend an individual review for a product are based on the recency or helpfulness of each review. In this paper, we present a framework to rank product reviews by optimizing the coverage of the ranking with respect to sentiment or aspects, or by summarizing all reviews with the top-K reviews in the ranking. To accomplish this, we make use of the assigned star rating for a product as an indicator for a review's sentiment polarity and compare bag-of-words (language model) with topic models (latent Dirichlet allocation) as a mean to represent aspects. Our evaluation on manually annotated review data from a commercial review Web site demonstrates the effectiveness of our approach, outperforming plain recency ranking by 30% and obtaining best results by combining language and topic model representations. Copyright © 2015 Elsevier Ltd. All rights reserved.

  2. Quality Customer Service Action Plan

    International Nuclear Information System (INIS)

    2008-12-01

    Since its establishment in 1992 the RPII has been committed to the provision of high quality services to its customers. This report outlines how the RPII will work towards providing a high quality service to our customers and the standards we aim for in the provision of our services

  3. Customer Service in Ontario's Colleges

    Science.gov (United States)

    Keith, John

    2005-01-01

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

  4. Essays on multichannel customer management

    NARCIS (Netherlands)

    Konus, U.

    2010-01-01

    The main goal of this dissertation is to gain a greater understanding of multichannel customer behavior and how firms can manage their multichannel marketing activities. The first study reveals that three customer segments can be identified based on their orientation towards using multiple channels

  5. On measurement of customer satisfaction

    DEFF Research Database (Denmark)

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

    1992-01-01

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

  6. Rational customs clearance technology choice

    OpenAIRE

    Shramenko, N.; Andriets, V.

    2008-01-01

    Issues concerning cargo delivery efficiencyincrease by choice of rational customs clearance technology have been considered. Three possible variants of customs clearance andmethods which allow to define the most rational version of cargo delivery in international road communication based on main efficiency criteria for definite distance have been presented.

  7. Customer Satisfaction with Public Libraries.

    Science.gov (United States)

    D'Elia, George; Rodger, Eleanor Jo

    1996-01-01

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

  8. Customizing Curriculum with Digital Resources

    Science.gov (United States)

    Miller, Jeffrey

    2011-01-01

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

  9. Team Foundation Server 2013 customization

    CERN Document Server

    Beeming, Gordon

    2014-01-01

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

  10. 78 FR 41299 - Customs Brokers

    Science.gov (United States)

    2013-07-10

    ... DEPARTMENT OF HOMELAND SECURITY U.S. Customs and Border Protection DEPARTMENT OF THE TREASURY 19 CFR Part 111 Customs Brokers CFR Correction In Title 19 of the Code of Federal Regulations, Parts 0 to 140, revised as of April 1, 2013, on page 684, in Sec. 111.13, in paragraph (b), reinstate the second...

  11. Worth the wait? How restaurant waiting time influences customer behavior and revenue

    NARCIS (Netherlands)

    de Vries, J.; Roy, Debjit; De Koster, Rene

    2018-01-01

    In many service industries, customers have to wait for service. When customers have a choice, this waiting may influence their service experience, sojourn time, and ultimately spending, reneging, and return behavior. Not much is known however, about the system-wide impact of waiting on customer

  12. Customer value - the missing link

    International Nuclear Information System (INIS)

    Pierce, A.R.; Martin, M.G.; Wagner, V.E.

    1993-01-01

    For many years electric utilities found it easy to provide value to their shareholders. With a monopoly service and decreasing costs it was easy to sell 70% more electricity each year and earn attractive returns. In the last 20 years electric utilities have teamed that it is not possible to provide value to their shareholders without providing value to their customers. Detroit Edison is learning that customer value is not always what the utility thinks it is. There is no better way to find out what customers value than to ask them. Detroit Edison has done a lot of direct asking in the last couple of years, through market research and individual interviews, and has learned indirectly from customers when a particular program does not succeed as we thought it should. Two areas where more has been learned about customer value are Demand Side Management (DSM) and Power Quality

  13. Customer-driven Product Development

    DEFF Research Database (Denmark)

    Sommer, Anita Friis

    2011-01-01

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

  14. 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...

  15. Linking customer satisfaction, quality, and strategic planning

    OpenAIRE

    Reis, Dayr; Peña, Leticia

    2000-01-01

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

  16. Tourism guide cloud service quality: What actually delights customers?

    Science.gov (United States)

    Lin, Shu-Ping; Yang, Chen-Lung; Pi, Han-Chung; Ho, Thao-Minh

    2016-01-01

    The emergence of advanced IT and cloud services has beneficially supported the information-intensive tourism industry, simultaneously caused extreme competitions in attracting customers through building efficient service platforms. On response, numerous nations have implemented cloud platforms to provide value-added sightseeing information and personal intelligent service experiences. Despite these efforts, customers' actual perspectives have yet been sufficiently understood. To bridge the gap, this study attempts to investigate what aspects of tourism cloud services actually delight customers' satisfaction and loyalty. 336 valid survey questionnaire answers were analyzed using structural equation modeling method. The results prove positive impacts of function quality, enjoyment, multiple visual aids, and information quality on customers' satisfaction as well as of enjoyment and satisfaction on use loyalty. The findings hope to provide helpful references of customer use behaviors for enhancing cloud service quality in order to achieve better organizational competitiveness.

  17. Negative correlation learning for customer churn prediction: a comparison study.

    Science.gov (United States)

    Rodan, Ali; Fayyoumi, Ayham; Faris, Hossam; Alsakran, Jamal; Al-Kadi, Omar

    2015-01-01

    Recently, telecommunication companies have been paying more attention toward the problem of identification of customer churn behavior. In business, it is well known for service providers that attracting new customers is much more expensive than retaining existing ones. Therefore, adopting accurate models that are able to predict customer churn can effectively help in customer retention campaigns and maximizing the profit. In this paper we will utilize an ensemble of Multilayer perceptrons (MLP) whose training is obtained using negative correlation learning (NCL) for predicting customer churn in a telecommunication company. Experiments results confirm that NCL based MLP ensemble can achieve better generalization performance (high churn rate) compared with ensemble of MLP without NCL (flat ensemble) and other common data mining techniques used for churn analysis.

  18. Trying Harder and Doing Worse : How Grocery Shoppers Track In-Store Spending

    NARCIS (Netherlands)

    van Ittersum, Koert; Pennings, Joost M. E.; Wansink, Brian

    Although almost one in three U.S. households shops on a budget, it remains unclear whether and how shoppers track their in-store spending to stay within those budgets. A field study and two laboratory studies offer four key generalizations about budget shoppers in grocery stores: (1) They

  19. Trying Harder and Doing Worse: How Grocery Shoppers Track In-Store Spending

    NARCIS (Netherlands)

    Ittersum, van K.; Pennings, J.M.E.; Wansink, B.

    2010-01-01

    Although almost one in three U.S. households shops on a budget, it remains unclear whether and how shoppers track their in-store spending to stay within those budgets. A field study and two laboratory studies offer four key generalizations about budget shoppers in grocery stores: (1) They

  20. The relationship between in-store marketing and observed sales for organic versus fair trade products

    NARCIS (Netherlands)

    Herpen, van E.; Nierop, van J.E.M.; Sloot, L.M.

    2012-01-01

    To stimulate sales of sustainable products, such as organic and fair trade products, retailers need to know whether their in-store instruments effectively enhance market shares. This study uses sales data and a multilevel modeling approach to explain the market shares of sustainable products

  1. The relationship between in-store marketing and observed sales for organic versus fair trade products

    NARCIS (Netherlands)

    van Herpen, Erica; van Nierop, Erjen; Sloot, Laurens

    To stimulate sales of sustainable products, such as organic and fair trade products, retailers need to know whether their in-store instruments effectively enhance market shares. This study uses sales data and a multilevel modeling approach to explain the market shares of sustainable products

  2. RISK MANAGEMENT IN CUSTOMS CONTROL

    Directory of Open Access Journals (Sweden)

    Elena Valerievna Drobot

    2017-06-01

    Full Text Available Customs administrations operating in the modern global economy are faced with a complex range of challenges. The prime responsibilities remain the collection of revenues and the protection of the society, but these demanding tasks must be performed effectively and efficiently, whilst at the same time facilitating the flow of legitimate goods. Risk management is a logical and systematic method of identifying, analyzing and managing risks. Risk management can be associated with any activity, function or process within the organization and will enable the organization to take advantage of opportunities and minimize potential losses. Minimization of the human factor in customs control through the implementation of non-intrusive inspection equipment can be very useful. The particularities of risk-management system (RMS implementation within customs control are discussed in the article. The authors single out the elements of the risk-management system, evaluate the effectiveness of risk-management in customs control. The main reasons for non-implementation of the risk-management system in customs control are described as well. The particular attention is paid to the benefits of customs risk management. The authors’ hypothesis is that risk management in customs control must find a balance between costs and benefits to address all risks equally. Criteria are needed to decide what constitutes an acceptable or unacceptable risk. Thus, system analysis and risk management system are the effective mechanisms for acceleration of customs clearance and improve the quality of customs control. As a conclusion, the authors give recommendations for the improvement of the effectiveness of risk management system in customs control.

  3. A Financial Data Mining Model for Extracting Customer Behavior

    Directory of Open Access Journals (Sweden)

    Mark K.Y. Mak

    2011-08-01

    Full Text Available Facing the problem of variation and chaotic behavior of customers, the lack of sufficient information is a challenge to many business organizations. Human analysts lacking an understanding of the hidden patterns in business data, thus, can miss corporate business opportunities. In order to embrace all business opportunities, enhance the competitiveness, discovery of hidden knowledge, unexpected patterns and useful rules from large databases have provided a feasible solution for several decades. While there is a wide range of financial analysis products existing in the financial market, how to customize the investment portfolio for the customer is still a challenge to many financial institutions. This paper aims at developing an intelligent Financial Data Mining Model (FDMM for extracting customer behavior in the financial industry, so as to increase the availability of decision support data and hence increase customer satisfaction. The proposed financial model first clusters the customers into several sectors, and then finds the correlation among these sectors. It is noted that better customer segmentation can increase the ability to identify targeted customers, therefore extracting useful rules for specific clusters can provide an insight into customers' buying behavior and marketing implications. To validate the feasibility of the proposed model, a simple dataset is collected from a financial company in Hong Kong. The simulation experiments show that the proposed method not only can improve the workflow of a financial company, but also deepen understanding of investment behavior. Thus, a corporation is able to customize the most suitable products and services for customers on the basis of the rules extracted.

  4. The Study of Relationship among Experiential Marketing, Service Quality, Customer Satisfaction, and Customer Loyalty

    Directory of Open Access Journals (Sweden)

    Puti Ara Zena

    2012-06-01

    Full Text Available Experiential marketing is one of the marketing approaches that gives a great framework to combine experience and entertainment elements into a product or service. Some of businesses in Indonesia have already used this approach and one of them is Strawberry Cafe which provides many kinds of free board games for the customer. The purpose of this research is to understand the impact of experiential marketing used by Strawberry Cafe related to customer satisfaction and loyalty. The data were collected from 142 respondents but after screening, only 80 that met the requirements and could be analyzed. Structural Equation Modeling (SEM using LISREL software was used to analyze the data. This research found that itexperiential marketing used by Strawberry Cafe can affect customer loyalty.

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

    Directory of Open Access Journals (Sweden)

    Vita Afanasieva

    2017-04-01

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

  6. Philadelphia obtains useful information from its customers about taste and odour quality.

    Science.gov (United States)

    Burlingame, G A; Mackey, E D

    2007-01-01

    Customers are sensitive to the flavour of water. Customers evaluate drinking water based on their expectations, on experiences with their usual drinking water and on experiences with alternative waters. The Philadelphia Water Department provides one example of success in developing a better understanding of customer perceptions and attitudes about tap water taste and odour. Philadelphia found that customers do communicate in ways that water utilities can understand. Water utilities can enhance that communication and collect useful data. In addition, water utilities can characterise their tap water flavour, track it for changes and correlate changes to customer complaints.

  7. Space Mission Operations Ground Systems Integration Customer Service

    Science.gov (United States)

    Roth, Karl

    2014-01-01

    , and cultural differences, to ensure an efficient response to customer issues using a small Customer Service Team (CST) and adaptability, constant communication with customers, technical expertise and knowledge of services, and dedication to customer service. The HOSC Customer Support Team has implemented a variety of processes, and procedures that help to mitigate the potential problems that arise when integrating ground system services for a variety of complex missions and the lessons learned from this experience will lead the future of customer service in the space operations industry.

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

    Directory of Open Access Journals (Sweden)

    Mônica Heloísa Braga Vasques

    2007-11-01

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

  9. Customs Valuation Reform in the Philippines

    OpenAIRE

    Clarete, Ramon L.

    2004-01-01

    This paper documents the adoption of transaction valuation reform in the Philippines and assesses its impact on collection, customs administration cost, and business transaction cost. Philippine customs authorities and critics of the reform have been concerned that giving up the use of published official customs values would lower customs collection. On the contrary, this research shows the use of transaction values expanded customs revenues.

  10. 19 CFR 101.7 - Customs seal.

    Science.gov (United States)

    2010-04-01

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

  11. Turn customer input into innovation.

    Science.gov (United States)

    Ulwick, Anthony W

    2002-01-01

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

  12. The quest for customer focus.

    Science.gov (United States)

    Gulati, Ranjay; Oldroyd, James B

    2005-04-01

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

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

    OpenAIRE

    Rahul Bhaskar

    2004-01-01

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

  14. Worldwide Warehouse: A Customer Perspective

    Science.gov (United States)

    1994-09-01

    Management Office (PMO) and the customers (returnees and buyers) 23 will be developed or adapted from existing software programs. The hardware could be... customer requirements and desires is the first aspect to be approached. Sections 4.7 to 4.11 were dedicated to inivestigate those relationships and...R x NTIS CRA&I DTIC TAB WORLDWIDE WAREHOUSE: Ju’a-noj1c0[ed 0 A CUSTOMER PERSPECTIVE J-f-c-.tion .......... THESIS By D i s ib , tio

  15. Multidexterity in Customer Relationship Management

    DEFF Research Database (Denmark)

    Ritter, Thomas; Geersbro, Jens

    2018-01-01

    Based on the many contributions covering business-to-business relationship management found in the pages of Industrial Marketing Management and other prominent journals within the field of business market management, we suggest framing the managerial challenge of customer relationship management...... in terms of multidexterity, i.e., the simultaneous management of (potentially) competing agendas. We build our arguments on the extant literature about ambidexterity, and we explore the existence of multidexterity in customer relationship management as well as the managerial implications of multidexterity....... In addition, we develop a research agenda for deriving additional insights about customer relationship management....

  16. The value of customer preference

    Energy Technology Data Exchange (ETDEWEB)

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

    1996-05-01

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

  17. The value of customer preference

    International Nuclear Information System (INIS)

    Herig, C.; Houston, A.

    1996-01-01

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

  18. Can the SME successfully adopt Mass Customization

    DEFF Research Database (Denmark)

    Boer, Henrike Engele Elisabeth; Nielsen, Kjeld; Brunø, Thomas Ditlev

    2017-01-01

    The mass customization (MC) literature has, so far, primarily focused on how large enterprises successfully can achieve mass customization, neglecting the small and medium-sized enterprise (SME). Since SMEs constitute a major part of the global economy, this paper has the purpose to examine whether...... differences between large enterprises and SMEs influence the appropriateness of MC and manner in which SMEs can implement MC. Based on data from a large international survey, it concludes that the large enterprise and SME largely experience the same environmental conditions, and therefore asserts that both...... types of firms could utilize MC to attain a competitive edge in their environments and cope with fluctuations. It also finds that SMEs have persistently implemented MC-enabling practices to a lower degree when compared to large enterprises. Given their limited resources, this finding implies that SMEs...

  19. Increasing your HCAHPS scores with Extreme Customer Service.

    Science.gov (United States)

    Clouarte, Joe

    2016-10-01

    Providing great customer service is extremely critical in the healthcare setting, especially when it comes to HCAHBPS (Hospital Consumer Assessment of Health care Providers and Systems) scores, the author says. While there are several service training programs within healthcare, they often require six to eight minutes of interaction with patients or guests. This works well for clinical staff, he says, but when it comes to non-clinical staff, including security officers, many times they only have fifteen or thirty seconds to create positive patient or guest experience. In this article he describes Extreme Customer Service © a program he has developed to fill that customer gap for non-clinical staff.

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

    OpenAIRE

    Homburg, Christian; Müller, Michael; Klarmann, Martin

    2010-01-01

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

  1. Exploring the relationship between nature sounds, connectedness to nature, mood and willingness to buy sustainable food: A retail field experiment.

    Science.gov (United States)

    Spendrup, Sara; Hunter, Erik; Isgren, Ellinor

    2016-05-01

    Nature sounds are increasingly used by some food retailers to enhance in-store ambiance and potentially even influence sustainable food choices. An in-store, 2 × 3 between-subject full factorial experiment conducted on 627 customers over 12 days tested whether nature sound directly and indirectly influenced willingness to buy (WTB) sustainable foods. The results show that nature sounds positively and directly influence WTB organic foods in groups of customers (men) that have relatively low initial intentions to buy. Indirectly, we did not find support for the effect of nature sound on influencing mood or connectedness to nature (CtN). However, we show that information on the product's sustainability characteristics moderates the relationship between CtN and WTB in certain groups. Namely, when CtN is high, sustainability information positively moderated WTB both organic and climate friendly foods in men. Conversely, when CtN was low, men expressed lower WTB organic and climate friendly foods than identical, albeit conventionally labelled products. Consequently, our study concludes that nature sounds might be an effective, yet subtle in-store tool to use on groups of consumers who might otherwise respond negatively to more overt forms of sustainable food information. Copyright © 2016 Elsevier Ltd. All rights reserved.

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

    Directory of Open Access Journals (Sweden)

    Putri Hijir

    2016-08-01

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

  3. Customer-experienced rapid prototyping

    Science.gov (United States)

    Zhang, Lijuan; Zhang, Fu; Li, Anbo

    2008-12-01

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

  4. Leveraging the Customer Base: Creating Competitive Advantage Through Knowledge Management

    OpenAIRE

    Elie Ofek; Miklos Sarvary

    2001-01-01

    Professional services firms (e.g., consultants, accounting firms, or advertising agencies) generate and sell business solutions to their customers. In doing so, they can leverage the cumulative experience gained from serving their customer base to either reduce their variable costs or increase the quality of their products/services. In other words, their "production technology" exhibits some form of increasing returns to scale. Growth and globalization, coupled with recent advances in informa...

  5. Customer Aggregation: An Opportunity for Green Power?; TOPICAL

    International Nuclear Information System (INIS)

    Holt, E.; Bird, L.

    2001-01-01

    We undertook research into the experience of aggregation groups to determine whether customer aggregation offers an opportunity to bring green power choices to more customers. The objectives of this report, therefore, are to (1) identify the different types of aggregation that are occurring today, (2) learn whether aggregation offers an opportunity to advance sales of green power, and (3) share these concepts and approaches with potential aggregators and green power advocates

  6. Comparison of two methods for customer differentiation

    NARCIS (Netherlands)

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

    2014-01-01

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

  7. Customer service: the key to market differentiation.

    Science.gov (United States)

    Stahl, D A

    1997-06-01

    Fierce competition in the subacute care environment makes customer service orientation essential. Four steps help to achieve quality customer service are: (1) institute core values; (2) identify your customers; (3) understand human resources; and (4) establish an efficient system.

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

    OpenAIRE

    Mintje, Saniati Muliani M.

    2013-01-01

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

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

    OpenAIRE

    Napitupulu, Romeo Sahala

    2016-01-01

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

  10. Customer-centered brand management.

    Science.gov (United States)

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

    2004-09-01

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

  11. Customer database for Watrec Oy

    OpenAIRE

    Melnichikhina, Ekaterina

    2016-01-01

    This thesis is a development project for Watrec Oy. Watrec Oy is a Finnish company specializes in “waste-to-energy” issues. Customer Relation Management (CRM) strategies are now being applied within the company. The customer database is the first and trial step towards CRM strategy in Watrec Oy. The reasons for database project lie in lacking of clear customers’ data. The main objectives are: - To integrate the customers’ and project data; - To improve the level of sales and mar...

  12. Customer Relationship Management : Strategy Process Evaluation

    OpenAIRE

    Din, Fazal

    2014-01-01

    Before the advent of globalization the mantra of "Customer is King", was preached by large organizations. With the development of technology and the business environment, multinationals better understand the importance of customer retention and customer loyalty. Customer loyalty, attained by sustainable customer relationship, is the focus of most of the companies around the world. For any large organization customer relationship management, under the umbrella of business vision, mission and o...

  13. ANTESEN CUSTOMER LOYALTY PADA BUDGET HOTEL

    OpenAIRE

    Latifa Rahma

    2016-01-01

    This research discusses the effects of Service Quality on Customer Satisfaction, Customer Loyalty, and Brand Image Budget hotel (Five Budget Hotel Managed by local chain hotel). The purpose of this study were 1) to analyze the effects of Service Quality on Customer Satisfaction, 2) to analyze the effects of Service Quality on Customer Loyalty, 3) to analyze the effect of Customer Satisfaction to Customer Loyalty, 4) to analyze the effects of Service Quality on the Brand Image, 5 ) to analyze ...

  14. Measuring Customer Profitability in Complex Environments

    DEFF Research Database (Denmark)

    Holm, Morten; Kumar, V.; Rohde, Carsten

    2012-01-01

    Customer profitability measurement is an important element in customer relationship management and a lever for enhanced marketing accountability. Two distinct measurement approaches have emerged in the marketing literature: Customer Lifetime Value (CLV) and Customer Profitability Analysis (CPA...... propositions. Additionally, the framework provides design and implementation guidance for managers seeking to implement customer profitability measurement models for resource allocation purposes....... that the degree of sophistication deployed when implementing customer profitability measurement models is determined by the type of complexity encountered in firms’ customer environments. This gives rise to a contingency framework for customer profitability measurement model selection and five research...

  15. Toxicological Aspects of Bound 14 C-Pirimiphos - methyl (Actellic) in Stored faba Beans to Experimental Mice

    International Nuclear Information System (INIS)

    TahA, H.

    2006-01-01

    The misuse of the insecticides in the environment always represents a high risk for living organisms. however, to take about hazardous effects of it, there is a need to detect their toxicity in the living organism; so the persistence of bound 14 C-pirimiphos methyl, an organophosphorus insecticide in stored faba beans and its toxicological effects to experimental animals (mice) were investigated. Seeds of faba beans were treated with the 14 C-pirimiphos-methyl insecticide at a dose of 30 mg insecticide/kg seeds and stored for 24 weeks under condition simulating these used locally. the level of the total extractable and bound insecticide represented about 95.5% of the actual dose. feeding experiments on mice for 90 days with a diet containing the bound pesticide at a dose of 1.12 ppm/day/mouse caused significant symptoms of toxicity during the experiment period. the cholinesterase activity of both plasma and red blood cells was decreased during the first 15 days. the hemoglobin concentration, erythrocyte and leucocyte count showed slightly significant differences from control values. A significant increase in both of liver and kidney enzymes was observed at the end of the experiment

  16. Relationship Marketing, Customer Satisfaction, Customer Commitment dan Customer Loyalty (Studi pada sebuah Bank Nasional di Denpasar)

    OpenAIRE

    Budi Martini, Luh Kadek

    2013-01-01

    Various approaches to marketing strategy applied by the organization to maintain companies viability and customer loyalty. This condition is the hope for every organization, considering the role of consumers as the companys assets can not be underestimated. Relationship marketing concept as a new breakthrough in the world of marketing gives new faces to build sustainable customer loyalty. With proper relationship marketing concept application, will be realized that the commit behavior of cons...

  17. Fostering employee service creativity: Joint effects of customer empowering behaviors and supervisory empowering leadership.

    Science.gov (United States)

    Dong, Yuntao; Liao, Hui; Chuang, Aichia; Zhou, Jing; Campbell, Elizabeth M

    2015-09-01

    Integrating insights from the literature on customers' central role in service and the literature on employee creativity, we offer theoretical and empirical account of how and when customer empowering behaviors can motivate employee creativity during service encounters and, subsequently, influence customer satisfaction with service experience. Using multilevel, multisource, experience sampling data from 380 hairstylists matched with 3550 customers in 118 hair salons, we found that customer empowering behaviors were positively related to employee creativity and subsequent customer satisfaction via employee state promotion focus. Results also showed that empowering behaviors from different agents function synergistically in shaping employee creativity: supervisory empowering leadership strengthened the indirect effect of customer empowering behaviors on employee creativity via state promotion focus. (c) 2015 APA, all rights reserved).

  18. Service workers' chain reactions to daily customer mistreatment: Behavioral linkages, mechanisms, and boundary conditions.

    Science.gov (United States)

    Chi, Nai-Wen; Yang, Jixia; Lin, Chia-Ying

    2018-01-01

    Drawing on the stressor-emotion model, we examine how customer mistreatment can evoke service workers' passive forms of deviant behaviors (i.e., work withdrawal behavior [WWB]) and negative impacts on their home life (i.e., work-family conflict [WFC]), and whether individuals' core self-evaluations and customer service training can buffer the negative effects of customer mistreatment. Using the experience sampling method, we collect daily data from 77 customer service employees for 10 consecutive working days, yielding 546 valid daily responses. The results show that daily customer mistreatment increases service workers' daily WWB and WFC through negative emotions. Furthermore, employees with high core self-evaluations and employees who received customer service training are less likely to experience negative emotions when faced with customer mistreatment, and thus are less likely to engage in WWB or provoke WFC. (PsycINFO Database Record (c) 2018 APA, all rights reserved).

  19. Motivating Customer Service Employees to Deliver Service Quality

    National Research Council Canada - National Science Library

    Whisnant, Andre

    1999-01-01

    .... With higher levels of customer service, greater customer satisfaction will follow. This increased customer satisfaction leads to increased customer loyalty and retention, producing higher sales...

  20. Building customer relationships as retention strategy in the South African domestic passenger airline industry

    Directory of Open Access Journals (Sweden)

    Pierre Mostert

    2010-12-01

    Full Text Available Organisations are increasingly focusing on building long-term relationships with customers, thereby increasing their probability for success by offering customers higher levels of satisfaction, increasing customer loyalty, and ultimately retaining customers. Airlines in particular can benefit from retaining customers as the airline industry is characterised by fierce competition and many airlines are finding it difficult to survive against the backdrop of enormous challenges in the past decade, including the significant decline in demand for air travel together with rising costs and the worldwide economic downturn. This study investigates the effect which a strategy by airlines of building relationships with customers has on customer satisfaction, loyalty, and ultimately customer retention. The effect of service failures on customers' relationships with airlines are also considered as a negative experience could results in customers defecting to competitors. A questionnaire, comprising six sections, was specifically compiled to determine customer retention in the South African domestic passenger airline industry. Data were collected by trained fieldworkers from OR Tambo International Airport by means of a non-probability convenience sampling method from 324 passengers flying with the various domestic airlines. Findings indicate that most respondents were satisfied with the airlines' overall service; respondents who formed relationships with domestic airlines were more loyal toward the airlines; and the relationships of respondents who were satisfied with airlines' service recovery efforts were either strengthened or unchanged. The findings from this study support findings from international studies by providing a unique South African perspective on the effect of a strategy of building relationships with customers on their satisfaction, loyalty and ultimately retention. It can therefore be recommended that the organisations competing in the South

  1. Analysing Factors That Drives Customer Loyalty Of Shoes Laundry Quickcares Manado

    OpenAIRE

    Mawa, Maria; Tumbuan, Willem J.F.Alfa; Tielung, Maria V.J

    2017-01-01

    This research is to analyzing what are the factors that drive customer loyalty of shoe laundry Quickcares Manado. Shoe Laundry is the services that offer to clean and taking care shoe, Customer Loyalty is the result of consistently positive emotional experience, physical attribute-based satisfaction and perceived value of an experience, which includes the product or services. It is important to know factors that drive customer Loyalty in business, in order to guarantee business continuity and...

  2. CUSTOMIZED ACETABULAR COMPONENTS IN REVISION HIP ARTHROPLASTY

    Directory of Open Access Journals (Sweden)

    G. M. Kavalersky

    2016-01-01

    Full Text Available In recent years, there is a trend of increasing demand for revision hip arthroplasty. Among these patients there are many with complex acetabular defects, including patients with pelvic discontinuity. To ensure stability for revised acetabular components in such cases becomes a challenging or unachievable task. Such defects give indications for printing customized tri-flange acetabular component. The authors analysed own experience of creating and applying custom made acetabular components in 3 patients with complex acetabular defects. Material and methods. Among the patients there were 2 women and 1 man. Average age was 60,3±19,4 years (38 to 78 years. Two patients had III B defects with pelvic discontinuity and one patient had III A defect by Paprosky classification. As the first step, the authors in collaboration with engineers printed a plaster full size pelvic 3D model, as the second step a customized tri-flange acetabular component was designed and printed. Harris Hip Score was evaluated preoperatively and 3 months postoperatively. Results. Average follow-up period was 5,3±2,5 months (3 to 8 months. The authors observed no cases of implant loosening, dislocation or deep periprosthetic infection. Average Harris Hip Score before surgery was 27,13 and after surgery – 74,1 indicating a significant improvement in 3 months postoperatively. Conclusion. Indications for use of individual acetabular components in reported patients correspond to indications formulated by Berasi et al. The authors obtained encouraging early follow-up outcomes that correspond to data of other authors. In one patient certain difficulties were reported due to insufficient pelvic distraction. Component’s flanges prevented achieving adequate pelvic distraction. Nevertheless, good primary stability was achieved. Modern software and 3D metal printers can significantly reduce the production cost of customized acetabular components. Application of this technology can be

  3. 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.

  4. the customer at the final frontier of mass customization

    DEFF Research Database (Denmark)

    Svensson, Carsten; Jensen, Thomas

    2002-01-01

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

  5. Effects of Customer Engagement Behavior

    Directory of Open Access Journals (Sweden)

    Katarzyna Żyminkowska

    2017-04-01

    Full Text Available Aim/purpose - Research addressing the customer engagement behavior (CEB has rapidly developed in the marketing discipline, contributing to the knowledge on network organization. However, insights into the specific outcomes of CEB remain largely nebulous. Few comprehensive conceptual frameworks of CEB effects exists in the literature to-date. The empirical verification of CEB outcomes, particularly at the firm level, is still missing. Design/methodology/approach - In this article we first provide an overview of the CEB conceptualizations and its effects. Next we develop the CEB firm-level performance outcomes framework. Finally we explore CEB process, forms and outcomes in Stanley Black & Decker, applying qualitative methodological approach (case research incl. participant observation. Findings - We propose the logically arranged CEB effects in the conceptual model integrated with marketing metrics which are related to the recent advances in customer equity and customer asset management. Research implications/limitations - In empirical research we focused on the CEB effects related to one type of customer behaviors, i.e. Stanley Black& Decker customers' involvement in the product development and innovation which is a limitation in obtain-ing the comprehensive empirical picture of all CEB forms and its outcomes. Further empirical research (incl. quantitative one is necessary to verify our conceptual model. Originality/value/contribution - Our model of firm-level performance effects of CEB extends existing proposals and contributes to the knowledge on effective CEB management process in network organizations.

  6. Empowering Customer Choice in Electricity Markets

    Energy Technology Data Exchange (ETDEWEB)

    NONE

    2011-07-01

    Timely and effective deployment of demand response could greatly increase power system flexibility, electricity security and market efficiency. Considerable progress has been made in recent years to harness demand response. However, most of this potential remains to be developed. The paper draws from IEA experience to identify barriers to demand response, and possible enablers that can encourage more timely and effective demand response including cost reflective pricing, retail market reform, and improved load control and metering equipment. Governments have a key role to play in developing and implementing the policy, legal, regulatory and market frameworks needed to empower customer choice and accelerate the development and deployment of cost-effective demand response.

  7. Courtesy in caring. The patient as customer.

    Science.gov (United States)

    DeBaca, V

    1990-01-01

    If you were paying $500 a night for a hotel room,. would you be happy if you were told you would be sharing it with a stranger? While such a question cannot be literally asked about a hospital experience, metaphorically it can be--and is--asked every time a patient enters a hospital. The idea of patient-as-consumer is not longer just another trendy concept but an integral part of the way many hospitals do business, and it's the hospital manager's responsibility to ensure the customer's satisfaction.

  8. Models of Customer Behavior as a Basis of Marketing Strategy

    Directory of Open Access Journals (Sweden)

    T A Ivanova

    2012-06-01

    Full Text Available The article is devoted to the analysis of six main models of customer behavior in contemporary society and the specific tasks of marketing departments of companies at today's stage of development. The given models take into consideration: motives for choosing a product, the degree of product awareness and independence of choice, the degree of customer satisfaction with the product, lines and possibilities of making an impact on customer choice through marketing and promotion stimulation. The author believes that these models may serve as a basis in the formation of effective marketing strategies, as they describe the customers in all the stages of their actions in the process of buying products, accumulating and analyzing the experience of using them.

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

    OpenAIRE

    Reza Putra Pratama

    2014-01-01

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

  10. Custom v. Standardized Risk Models

    Directory of Open Access Journals (Sweden)

    Zura Kakushadze

    2015-05-01

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

  11. 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

  12. 47 CFR 32.6623 - Customer services.

    Science.gov (United States)

    2010-10-01

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

  13. Online Banking Customers: Insights from Germany

    OpenAIRE

    Sven Christian Berger; Sonja Gensler

    2007-01-01

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

  14. 7 CFR 1207.313 - Customs Service.

    Science.gov (United States)

    2010-01-01

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

  15. 7 CFR 1230.7 - Customs Service.

    Science.gov (United States)

    2010-01-01

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

  16. 7 CFR 1206.4 - Customs.

    Science.gov (United States)

    2010-01-01

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

  17. 27 CFR 44.227 - Customs procedure.

    Science.gov (United States)

    2010-04-01

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

  18. 32 CFR 637.6 - Customs investigations.

    Science.gov (United States)

    2010-07-01

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

  19. 7 CFR 1260.129 - Customs Service.

    Science.gov (United States)

    2010-01-01

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

  20. 7 CFR 1219.6 - Customs.

    Science.gov (United States)

    2010-01-01

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