WorldWideScience

Sample records for marketing customer service

  1. 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.

  2. Marketing of financial services and customer loyalty in the Nigerian ...

    African Journals Online (AJOL)

    Marketing of financial services and customer loyalty in the Nigerian banking sector. ... that banks must invest more in financial service marketing strategies that would help to keep their customers. ... EMAIL FULL TEXT EMAIL FULL TEXT

  3. Customer premises services market demand assessment 1980 - 2000: Volume 2

    Science.gov (United States)

    Gamble, R. B.; Saporta, L.; Heidenrich, G. A.

    1983-01-01

    Potential customer premises service (CPS), telecommunication services, potential CPS user classes, a primary research survey, comparative economics, market demand forcasts, distance distribution of traffic, segmentation of market demand, and a nationwide traffic distribution model are discussed.

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

    Directory of Open Access Journals (Sweden)

    Olumoko,Tajudeen .A.

    2010-12-01

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

  5. Performance in Service Marketing from Philosophy to Customer Relationship Management

    Directory of Open Access Journals (Sweden)

    Victor Danciu

    2007-08-01

    Full Text Available The contribution of services to the development of every national economy is in the progress,they becoming the major contributor to the gross national product of most countries. In their turn, thecustomers become more demanding and powerful in their relationship with service providers. They askfor more and new relationship. The appropriate new marketing, known as Relationship Marketing, looksto engage the customer interactively in the many steps of creating value which is later shared betweenservice provider and customer. This requires to focus on long-term customer relationship. In order toestablish and maintain long-term relationship, the relationship marketing should understand customerexpectations, know the customers, evaluate services process, obtain a proper service quality and adequatelymanage customers’ relationships. The service customer’s is placed on an expectation range to afive dimension scale and have two levels which may be analyzed into a model of service. A stimulus forrelationship marketing performance may be the quality of service. The objective and subjective quality ofservice is essential for the service customer relationship management. In order to reach the goal ofretaining actual customers, service companies should be prepared to spot customers who leave and thenanalyze and act on information they provide. Managers should make sure the entire organization understandthe importance of keeping customers and encourage employees to pursue zero defections by tryingincentives, planning, and budgeting to defections targets. Most important, managers use defections as avehicle for continuously improving the quality and value of the service they provide to customer.

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

    Directory of Open Access Journals (Sweden)

    S Rudansky-KlopperS

    2004-07-01

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

  7. The marketing concept of customer value of hospitality service

    OpenAIRE

    O.V. Gerasimenko

    2015-01-01

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

  8. 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...

  9. EVALUATION OF LOGISTICS CUSTOMER SERVICE IN A MARKETING COMPANY

    Directory of Open Access Journals (Sweden)

    María Esther Debrosse-Carballo

    2016-01-01

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

  10. 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.

  11. Service Co-Production, Customer Efficiency and Market Competition

    OpenAIRE

    Mei Xue; Patrick T. Harker

    2003-01-01

    Customers’ participation in service co-production processes has been increasing with the rapid development of self-service technologies and business models that rely on self-service as the main service delivery channel. However, little is known about how the level of participation of customers in service delivery processes influences the competition among service providers. In this paper, a game-theoretic model is developed to study the competition among service providers when selfservice is ...

  12. Florists' physical distribution customer services in the marketing of roses.

    NARCIS (Netherlands)

    Koelemeijer, K.

    1991-01-01

    Providing customers with excellent customer service creates a competitive advantage. In order to establish this, a ‘total chain approach’ must be followed, starting with the consumer. In this paper the cut flower logistical chain is partly analyzed by focusing on the consumer. A model -of the

  13. Customer Intention toward Theme Park: The Mediating Role of Customer Attitude on The Impact of Service Quality and Experiential Marketing

    Directory of Open Access Journals (Sweden)

    Dwi Efrarin Purnamadita

    2012-09-01

    Full Text Available Dunia Fantasi (Dufan located in Taman Impian Jaya Ancol is one leading recreational unit with specific characteristics as a theme park. A research was done towards with service quality and implementation of experiential marketing applied in Dufan using path analysis. Experiential marketing was studied to have a direct effect, positive and significant impact on customer attitude variables. The basic objective of this research is to determine the effect of service quality and implementation of experiential marketing to customer attitude and its impact on customer intention of Dufan. Data collection was conducted through questionnaire given to Dufan visitors. From the results of data analysis we found that service quality has not significantly influenced customer’s attitude. The study revealed that the direct effect between experiential marketing and customer intention is 'strong’. As a subsequent finding, service quality has not given a significant effect on customer intention. However, experiential marketing was found having an indirect influence on customer intention mediated by attitude, in which the results of the study suggested that the indirect effect is 'strong'. Eventually, customer attitude has a direct positive and significant impact on customer intention variables. The direct influence of customer attitude to customer intention in Fantasy World,was 'strong'.

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

    International Nuclear Information System (INIS)

    Weiner, B.

    1997-01-01

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

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

    OpenAIRE

    Spiller, Achim; Zuhlsdorf, Anke; Mellin, Matthias

    2007-01-01

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

  16. Marketing communication drivers of adoption timing of a new E-service among existing customers

    NARCIS (Netherlands)

    Prins, Remo; Verhoef, Peter C.

    This study investigates the effects of direct marketing communications and mass marketing communications on the adoption timing of a new e-service among existing customers. The mass marketing communications pertain to both specific new service advertising and brand advertising from both the focal

  17. Customer premises services market demand assessment 1980 - 2000. Volume 1: Executive summary

    Science.gov (United States)

    Gamble, R. B.; Saporta, L.; Heidenrich, G. A.

    1983-01-01

    Estimates of market demand for domestic civilian telecommunications services for the years 1980 to 2000 are provided. Overall demand, demand or satellite services, demand for satellite delivered Customer Premises Service (CPS), and demand for 30/20 GHz Customer Premises Services are covered. Emphasis is placed on the CPS market and demand is segmented by market, by service, by user class and by geographic region. Prices for competing services are discussed and the distribution of traffic with respect to distance is estimated. A nationwide traffic distribution model for CPS in terms of demand for CPS traffic and earth stations for each of the major SMSAs in the United States are provided.

  18. Free market in practice. Customer loyalty related to service level

    International Nuclear Information System (INIS)

    Zewald, H.

    2003-01-01

    Sixty percent of the bulk consumers of energy have changed to a different supplier since the liberalization of the market. Newcomers like Vattenfall and EnBW are doing reasonably well, while small (gas) companies like Cogas and Rendo are also performing a lot better than the known big players, especially where it concerns the level of service. These are some of the remarkable results of research conducted by the market research agency Datamonitor [nl

  19. The Role of Service Marketing Elements on Customer Loyalty Towards Garuda Indonesia

    OpenAIRE

    Gunawan, Andrian

    2015-01-01

    Service Marketing mix is one of many important factors for service based companies to be able determining the strategy of the company. The elements in the service marketing mix is believed to lead to customer loyalty toward a brand. Garuda Indonesia, which is one of the airline companies in Indonesia, has to compete with other airline companies in order to attract customers and keep them loyal to their product. In this research, the data is obtained by using simple random sampling method by ...

  20. 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.

  1. Understanding customer switching behavior in a liberalizing Service market : An exploratory study

    NARCIS (Netherlands)

    Wieringa, Jaap E.; Verhoef, Peter C.

    In recent decades, many service markets have been liberalized, which means incumbent service firms face new competitors and must address customer switching-which from a public policy perspective, is necessary to ensure that liberalization succeeds. In this article, the authors conduct an exploratory

  2. Understanding customer switching behavior in a liberalizing Service market : An exploratory study

    NARCIS (Netherlands)

    Wieringa, Jaap E.; Verhoef, Peter C.

    2007-01-01

    In recent decades, many service markets have been liberalized, which means incumbent service firms face new competitors and must address customer switching-which from a public policy perspective, is necessary to ensure that liberalization succeeds. In this article, the authors conduct an exploratory

  3. 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

  4. 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)

  5. Marketing for straight A's? How one practice created a customer-service brand identity.

    Science.gov (United States)

    Eliscu, Andrea T

    2008-01-01

    The four A's of marketing today--access, availability, accountability and accommodation--drive a successful medical practice. This case study describes how Lake Mary (Fla.) Pediatrics, an established, midsized group, used the four A's in an expansion venture. The group redefined its image in the community, creating brand identities for its two locations and establishing customer service and quality care as hallmarks in the minds of both patients and referring professionals.

  6. Market structure, market strategy and customer satisfaction

    DEFF Research Database (Denmark)

    Eskildsen, Jacob Kjær; Kristensen, Kai; Steensen, Elmer Fly

    2007-01-01

    The popularity of customer satisfaction measurements has grown considerably over the last few years but we know very little about how the structure of the individual markets with respect to the transparency of products and services as well as how consumer preferences affect customer satisfaction....... Here a total of 14540 customers have evaluated their preferred supplier with respect to banking, property insurance, supermarkets and mobile telecom. The analysis shows that market structure has a profound effect on customer satisfaction measurements and that this effect differs from industry...... to industry. The paper concludes with an evaluation of the implications of the findings in relation to the use of results from customer satisfaction studies....

  7. CONSUMER BEHAVIOUR FORMATION IN THE CUSTOMIZED SERVICE MARKETS: A CASE OF UKRAINE

    Directory of Open Access Journals (Sweden)

    Victoria Zhurylo

    2018-01-01

    Full Text Available Target setting. In modern conditions, in some markets for goods in mass demand, companies are increasingly beginning to introduce customization in marketing activities, which involves the implementation of marketing tools aimed at ensuring a wide differentiation of the trade offer, the establishment of direct communication with the target audience, which provides an opportunity to attract the consumer to the production of goods and to adjust product under its certain requirements. Uninvestigated parts of general matters defining. The study of the market behaviour of consumers is a branch of knowledge that is rapidly and dynamically developing and falls within the scope of scientific interests of a large number of scientists. The emphasis in existing studies of consumer market behaviour is made on the study of commodity markets. There are publications devoted to questions of consumer behaviour research in the service markets, but there are practically no publications on the study of behavioural patterns in service markets on an orderly basis. The purpose of the article is to study features of the market behaviour of consumers on the Ukrainian market of exclusive confectionery products to order. Methodology. The authors of the article conducted a marketing research on the motivation and behaviour of consumers on the Ukrainian market of exclusive confectionery products to order. The sample comprised 117 people, of which 71% of the respondents were women, 29% of respondents were men. The statement of basic materials. The main purchasing motives of the consumer who decides to order exclusive confectionery products are investigated and it is revealed that the ordered product is characterized by a high level of emotional consumer value. The description of the customer’s motivation field is presented and consumer risks, which influence the market behaviour of consumers of exclusive desserts, are viewed. According to the results of the study, such

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

    Directory of Open Access Journals (Sweden)

    Roxana SÂRBU

    2009-06-01

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

  9. Relationships between Personal Traits, Emotional Intelligence, Internal Marketing, Service Management, and Customer Orientation in Korean Outpatient Department Nurses.

    Science.gov (United States)

    Kim, Bogyun; Lee, Jia

    2016-03-01

    Current increase and complexity of medical tests and surgical procedures at outpatient department (OPD) require OPD nurses to have customer orientation focusing on various customers' interests and needs. The purpose of this study was to identify the factors associated with customer orientation in nurses working at OPD of hospitals. The study used a descriptive correlational design with cross-sectional survey. The study settings were four general hospitals in Seoul and its metropolitan area. Data were collected from 138 OPD nurses from general hospitals. Study variables were personal traits, emotional intelligence, internal marketing, service management and customer orientation. Factors associated with customer orientation were identified as conscientiousness from personal traits (β = .37, p marketing from environmental characteristics (β = .21, p = .001). Hospital administrators should support OPD nurses to cultivate sincere and sociable personal traits and emotional intelligence, and to consider employees as internal customers to improve patient-oriented services and satisfaction. Copyright © 2015. Published by Elsevier B.V.

  10. 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)

  11. Comprehensive customer service as a key to success in the energy market; Umfassender Kundenservice als Schluessel zum Erfolg im Energiemarkt

    Energy Technology Data Exchange (ETDEWEB)

    Niedergesaess, Ulrike; Pollmann, Birgitt [imug Beratungsgesellschaft fuer sozial-oekologische Innovationen mbH, Hamburg (Germany)

    2011-01-15

    Quality of service is becoming an increasingly important issue among power supply companies because it represents an effective means of distinguishing oneself from competitors. Moreover, insights gained from service work can provide decisive information for the control of entrepreneurial processes. A new study on customer service offers guidance to energy suppliers seeking to achieve an outstanding market position.

  12. 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.

  13. 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

  14. Customer relationship management. Part 3. Selection and implementation. Support of marketing, sales and service contacts

    International Nuclear Information System (INIS)

    Kramer, K.; Van Rheenen, F.; Jonkman, F.

    2000-01-01

    Customer Relationship Management (CRM) is an approach in which differentiated marketing strategies and programmes are developed based on systematically collected information about individual customers. CRM aims at establishing sustainable and profitable customer relationships. The customer information systems presently used in energy companies no longer support the required CRM processes. However, before an organisation decides to buy a new CRM software package, it should first think hard about the strategy it wants to adopt. Does it opt for Operational Excellence, Product Leadership or Customer Intimacy? The company's knowledge about the behaviour of its customers is of major importance especially when the company wants to adopt the Customer Intimacy strategy. Only when the company has established which customer data it has and wants to have, can the right systems be chosen. The selection of a CRM package and its implementation is discussed in this article

  15. 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...

  16. [How are consumers, service and market factors related to customer loyalty in medical service? Targeting the medical consumer in a city].

    Science.gov (United States)

    Lee, Sunhee; Kim, Hyunmi; Kim, Juhye; Ha, Gwiyeom

    2008-09-01

    This study was performed to explore customer loyalty and the related factors. 900 households (a 1% sample) were randomly selected from the total population of K city located in Kangwon province. An interview survey was performed with using a structured questionnaire for the subjects (923 persons) who had used medical service during the year before the survey, and the survey was done September, 2002. When comparing the relating factors related with customer loyalty according to the sociodemographic characteristics, the older group showed a significantly higher level of recognition for service quality, service reputation, internal customers.attitudes and switching cost. The lower income group showed a higher level of recognition for service quality, service image and switching cost. The lower educated group showed a higher level of recognition for service reputation, service image and internal customers.attitudes. The higher educated group showed a higher level of recognition for perceived risk, and seeking variety. In addition, the expert group or the service and manufacturing workers group showed a higher level of recognition for service involvement. On multiple regression analysis, internal customers' attitudes, service image, service reputation, service quality, switching cost, and substitutability showed significant relations with customer loyalty. This study showed that customer loyalty was significantly influenced by service factors like internal customers' attitudes, service image, service reputation, and service quality, and by market factors like switching cost, and substitutability. The results of this study can be used as a baseline for developing strategies to create and keep customers with high loyalty.

  17. 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…

  18. Measuring customer involvement in new service developments

    OpenAIRE

    Larbig-Wust, Christine

    2010-01-01

    Service marketing managers are being required to develop new services that succeed in the market and are valuable for customers. Services Marketing literature therefore stresses the need to innovate with customers and to integrate their view into the new service developed. However, consensus about the positive effects of customer involvement in new service development (NSD) has not been reached. Drawing on the theory of organisational knowledge creation and the concept of marketing orientatio...

  19. Marketing Youth Services.

    Science.gov (United States)

    Dimick, Barbara

    1995-01-01

    Marketing techniques in youth services are useful for designing programs, collections, and services and for determining customer needs. The marketing mix--product, place, price, and practice--provides a framework for service analysis. (AEF)

  20. Assessment of business customers satisfaction with the products and service of Pnevmostroimashina, jsc, on the B2B market

    Directory of Open Access Journals (Sweden)

    L. M. Kapustina

    2010-12-01

    Full Text Available The paper is dedicated to development of a methodology for assessment of customer satisfaction with the products and services on the b2b market. The study of customer satisfaction is aimed at building strong and mutually beneficial supplier-customer relationship. The authors focus on the importance of customer satisfaction continuous monitoring intended for improvement of the company’s market performance. The research based on the works by Kano N., Lamben J.-J., Carter R., Parashuraman A., Zeitaml V. A., Berry L. L. and others, describes an algorithm study of consumers and offers a methodology to evaluate customer satisfaction with the industrial products. Based on the analysis of the economic crisis effects on the machine-building industry, the authors determine the performance of “Pnevmostroimashina”, JSC, on the road and construction equipment market and illustrate an example of practical use of the customer satisfaction assessment technique in the company. At the end of the paper some recommendations for development of an efficient customer satisfaction measurement procedure are introduced.

  1. IMPLEMENTASI RELATIONSHIP MARKETING UNTUK MENCIPTAKAN CUSTOMER SATISFACTION

    Directory of Open Access Journals (Sweden)

    Dinda Frismandiri

    2008-02-01

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

  2. 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.

  3. The Marketing Mix and Service Quality in Relation to Their Impacts on Customer Satisfaction: A Study of Fast Food Chains in Taiwan

    OpenAIRE

    Huang, Liang-Chin

    2006-01-01

    The major objective of this dissertation is to explore the relationship between marketing mix/service quality and customer satisfaction in fast food chains in Taiwan. A mathematical relationship was sought to identify whether (a) marketing strategies developed from 4P (product, price, promotion and place) are related to customer satisfaction. (b) service quality developed from DINESERV (Stevens, Knutson, and Patton, 1995), the restaurant service quality measuring tool, is related to customer...

  4. The Service for the Customers of Coal Products in the Context of the Conception of Relationship Marketing

    Directory of Open Access Journals (Sweden)

    Trushkina Nataliia V.

    2017-04-01

    Full Text Available The article is aimed at developing approaches to the service for various groups of customers of coal products in the context of the conception of relationship marketing. Content of the term of «service of the customers of coal products» has been clarified. An analysis of the dynamics of volume and structure of coal consumption in Ukraine was carried out. It has been proven that in organizing the marketing processes in terms of coal enterprise activities, it is appropriate to apply the conception of relationship marketing, essence of which is formation of a partnership based on a customer-oriented approach to the service for customers of coal products. A feature of this approach, unlike the existing ones, is the allocation of different groups of consumers of coal products, taking into consideration the volume of their annual demand and the specifics identified. It has been suggested that a systemic, process, and functional approaches to the organization of processes of service for the consumers of coal products be used in a single complex through the implementation of management functions.

  5. 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

  6. 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

  7. I.T., Optimized energy systems and new customer services. The deregulated electricity market and the Ronneby case

    Energy Technology Data Exchange (ETDEWEB)

    Bergstroem, U

    1999-03-01

    This thesis concerns the utilization of information technology to obtain optimized energy systems and the increasing dependence on IT applications within the power industry in general, and especially within electricity. Based on energy system optimizations, industrial simulations, interviews and literature surveys, the thesis concludes that information technology is a condition for optimized energy systems. Through large-scale load control, enabled by IT, the energy system cost for supplying a local energy system can be reduced considerably. Diurnal energy system optimizations further illustrate the increased utilization of load control, accentuated, when customers are exposed to the variations of the spot market price. Thereby, the increased need for load management on a deregulated market, where real time pricing is applied, is mirrored. However, given the boundary conditions of the deregulated electricity market, optimization of energy systems is no condition for competitiveness within electricity sales. This study also points out that, apart from industrial customers, other market actors, like electricity sales companies and local distributors, have few incentives to introduce load control. Distributors mainly lose money on power reducing measures, except for when there are distribution limitations. Neither do electricity sales companies make short-term earnings from large-scale load control. The combination with small economic savings for residential customers make the financing of large-scale load control problematic. Regarding electricity sales companies, increased IT utilization is observed to enable marketing and service offerings on the Internet, and IT-based value-added services (VAS). For pure communication services, the sales companies utilize IT to offer telephone services (analogue technique) and Internet access, the latter is sometimes performed on the electricity grid. Extended IT-systems for customer administration, customer service, and market

  8. Marketing Informal Education Institutions in Israel: The Centrality of Customers' Active Involvement in Service Development

    Science.gov (United States)

    Oplatka, Izhar

    2004-01-01

    The current paper outlines a unique marketing perspective that prevails in some informal education institutions in Israel parallel with "traditional modes of marketing", such as promotion, public relations and the like. Based on a case study research in five community centres, a service development based on active participation of the…

  9. Post-marketing surveillance of CustomBone Service implanted in children under 7 years old.

    Science.gov (United States)

    Frassanito, Paolo; Tamburrini, Gianpiero; Massimi, Luca; Di Rocco, Concezio; Nataloni, Angelo; Fabbri, Greta; Caldarelli, Massimo

    2015-01-01

    The CustomBone Service is a bioceramic implant suitable for cranial repair in both adults and children, although there are no clinical data about its use in children under 7 years of age. This surveillance study investigates the outcome in this age group. Twenty-eight children under 7 years old (range, 2.5-6 years) received CustomBone Service from July 2006 to May 2013 in 16 international hospitals. Data of 23 children (12 males and 11 females), harboring 24 prosthesis, were available with a minimum follow-up of 1 year. Sites of the cranial defect were frontal or parietal (20.8 % each), parieto-temporal (16.7 %), fronto-parietal or occipital (12.5 % each), fronto-parieto-temporal or fronto-temporal (8.3 % each). Initial diseases were trauma (54.2 %), malformation (37.5 %), or tumor of the bone/skin (8.3 %). Rupture of the implant occurred in a single case during the implant (1/26 surgeries, 3.8 %) and the cranial repair was achieved by means of the back-up prosthesis. Five adverse events were registered during the follow-up period consisting of three cases of fracture and two of exposure/infection of the prosthesis. All cases required the removal of the device (20.8 %). The failure rate of CustomBone Service under 7 years of age was higher than reported in adults and children over 7 years old (20.8 vs. 3.8 %), However, CustomBone Service may be considered a valid option under 7 years old since other materials are burdened by more significant rates of complications in the long-term period. Due to specific properties of this material, indication to CustomBone Service in toddlers should be carefully evaluated by the surgeon on a case-by-case basis.

  10. 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...

  11. Business marketing: understand what customers value.

    Science.gov (United States)

    Anderson, J C; Narus, J A

    1998-01-01

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

  12. SIGNIFICANCE OF THE LIAISON BETWEEN THE PARTICIPANTS IN THE CUSTOMER SERVICE MARKET

    Directory of Open Access Journals (Sweden)

    Cornelia D. IVAN (Trandafiroiu

    2014-04-01

    Full Text Available The major transformations in the supply of goods and services during the last decades entailed the development of some interactive relations between the various participants engaged in commercial operations. These relations, although naturally conflictive as for the classic negotiations between the participants, became, in certain fields, cooperation relations or even partnerships in the service of the clients on the relevant market. In this work, we intend to analyse the most significant participants in the market of lighting sources and devices (SCI and to underline the importance of the cooperation between these participants in the satisfaction of the final client requirements. The specific of this market entails the preparation of some marketing strategies to prevent the conclusion of some partnership relations at the procurement-delivery chain level as well as between the participants in this chain and the so-called market „influencers” (architects, installation companies, builders. The purpose of this approach consists in the preparation of a proposal package dedicated to the companies participating in this market for the purpose of cooperating in providing intelligent lighting solutions.

  13. 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

  14. 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.

  15. Customer Activity: A Perspective on Service Use

    OpenAIRE

    Mickelsson, Jakob

    2014-01-01

    Due to changes in technology, customers are increasingly empowered in their interactions with companies. Information is readily available, and customers can choose, learn and contribute in ways previously unimaginable. Even though marketers have acknowledged the importance of understanding the customer as an active participant in service, there have been few efforts to systematically understand and illustrate the customer’s structures of activity. Customer activity has within marketing tr...

  16. Survey the Role of Brand in Formation of Customer Loyalty in Financial Services Marketing by the Approach of Small Firms

    OpenAIRE

    Gholamreza Jandaghi; Alireza Amini; Parvaneh Pirani; Zahra Amini; Hasan Kharazi

    2011-01-01

    One of elements which have received considerable attention in relationship marketing is customer loyalty. Brand is one of construct contributes to the formation of customer loyalty. Thus this study investigates the relationship between customer loyalty and brand. In this regards, using conceptual model, relationship between satisfaction, value, resistance to change, affect, trust and brand equity with customer loyalty has been hypothesized. Data was collected from 193 firms in 22 regions of t...

  17. GSM Marketing Service Providers Operations and Customers Satisfaction in Nigeria: An Empirical Investigation

    Directory of Open Access Journals (Sweden)

    Adebisi Sunday Abayomi

    2011-06-01

    Full Text Available This study has been carried out on the GSM arm of the Nigerian Telecomunication sectorto primarily investigate the level of satisfaction that the subscribers of GSM service providers haveenjoyed in the seven years of operations in Nigeria. In testing this empirically, MTN, GLOBACOMand ZAIN were selected as case studies. 600 questionnaires were administered on the subscribers ofthese GSM service providers in the Six States of the South-Western Nigeria using the purposivesampling technique. In analyzing the collated data, three hypotheses were tested with the use ofPercentages, T-test, F-test, [at 95% confidence limit], Cross-tabulation [using the ‘Eta’ Directionalmeasure] and statistical charts. The results from the SPSS 16 output rejected the Null hypotheses.This further indicated that, the various factors that determined the level of subscribers’ satisfactionwere statistically significant. The study therefore concluded that, subscribers in Nigeria aredissatisfied with the services of their service providers hence, the need for the regulatory body; NCCto ensure that subscribers interests are protected. The study then suggested that,, the GSM serviceproviders should reposition themselves to give adequate value to subscribers money incommensuration with their own gains from the Nigeria Telecommunications market.

  18. STRATEGI CUSTOMER RELATIONSHIP MARKETING TERHADAP LOYALITAS PELANGGAN

    Directory of Open Access Journals (Sweden)

    Sri Setyo Iriani

    2017-03-01

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

  19. Service marketing

    Directory of Open Access Journals (Sweden)

    Babić-Hodović Vesna

    2002-01-01

    Full Text Available Development of postindustrial society and services revolution created numerous changes in size of consumer demand, consumer reaction and priorities. Continuous change on the side of demand and offer must follow changes in marketing orientation. Leader in that change is services marketing which by knowing services range and all the changes builds a new concept called Relationship Marketing.

  20. 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”....

  1. 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.

  2. Relationship Marketing and Customer Satisfaction: A Conceptual Perspective

    Directory of Open Access Journals (Sweden)

    Deborah O. Aka

    2016-08-01

    Full Text Available This article examined the existing body of literature on transaction and relationship marketing. The specific objectives were to develop a conceptual framework to establish the relationship between relationship marketing and customer satisfaction and to examine the components of relationship marketing on the present ever dynamic world of business. The study identified relationship marketing variables and their impact on customer satisfaction. The framework aimed to provide insights into the studies on relationship marketing factors such as trust, commitment, communication, and service quality influence on customer satisfaction. The model provided a basis for empirical studies on the factors of relationship marketing and outcomes of customer satisfaction in developing nations. The study recommends that relationship marketing dimensions such as building customer’s trust, commitment to customers, communication, and service quality should be properly managed and maintained by service providers in Nigeria. This helps in building customer satisfaction and in the long-run customer loyalty.

  3. 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.

  4. 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...

  5. CUSTOMER PERCEPTIONS REGARDING THE MARKETING TOOLS RELATIONSHIP

    Directory of Open Access Journals (Sweden)

    Jorne Ricardo Peiter

    2015-09-01

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

  6. Contracts, Choice, and Customer Service: Marketization and Public Engagement in Education

    Science.gov (United States)

    Cucchiara, Maia Bloomfield; Gold, Eva; Simon, Elaine

    2011-01-01

    Background/Context: Market models of school reform are having a major impact on school districts across the country. While scholars have examined many aspects of this process, we know far less about the general effects of marketization on public participation in education and local education politics. Purpose/Objective/Research Question/Focus of…

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

    Directory of Open Access Journals (Sweden)

    Tanveer ASLAM

    2015-05-01

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

  8. Customer Satisfaction in Farmer-to-consumer Direct Marketing

    OpenAIRE

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

    2008-01-01

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

  9. 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...

  10. Measurement of the Marketing Mix of Service, Satisfaction and Loyalty of Customers in a Retail Bank

    OpenAIRE

    Bruno Brito Pereira de Souza; UFMG; Marlusa Mendonça Gosling; UFMG; Carlos Alberto Gonçalves; FUMEC e UFMG

    2013-01-01

    Especificidades dos serviços, tais como a intangibilidade, a inseparabilidade, a variabilidade e a perecibilidade fazem dos serviços um assunto que deve ser tratado de forma diferente em relação ao marketing industrial. Gilmore (2003) e Kotler, Hayes e Bloom (2002), dentre outros, apresentam o mix de marketing de serviços (7Ps): os processos, as pessoas, as evidências físicas, o produto, a praça, a promoção e o preço....

  11. Measuring customer service quality in international marketing channels: a multimethod approach

    NARCIS (Netherlands)

    Wetzels, M.G.M.; Ruyter, de J.C.; Lemmink, J.G.A.M.; Koelemeijer, K.

    1995-01-01

    The measurement of perceived service quality using the SERVQUAL approach has been criticized by a number of authors recently. This criticism concerns the conceptual basis of this methodology as well as its empirical operationalization. Presents a complementary approach to measuring service quality

  12. Market mechanisms and customer preferences

    Energy Technology Data Exchange (ETDEWEB)

    Boethius, O. [Volvo Car Corporation, Goeteborg (Sweden)

    1995-12-31

    The paper relates to market mechanisms and customer preferences regarding alternative fuels for road transports. Globally, road transports are to 99% dependent on crude oil. According to the author, one third of the crude oil is consumed for road transports. The use of natural gas as an alternative fuel is discussed in this connection

  13. 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...

  14. Marketing implications of self-service technologies amongst online banking customers

    OpenAIRE

    2012-01-01

    M. Comm. The overall goal of this short dissertation is the investigation of self-service technologies with reference to online banking. As the issue of security is one of the main factors to adoption of self-service technologies, it will be the main focus of the study. The focus of the investigation concerns the security perceptions of consumers with regard to selfservice technologies and online banking, and thus determine a framework that groups consumers based on these security percepti...

  15. CUSTOMER SERVICES AND PRODUCT QUALITY

    Directory of Open Access Journals (Sweden)

    NEAMŢU Liviu

    2013-04-01

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

  16. Importance-Performance Analysis of Service Attributes based on Customers Segmentation with a Data Mining Approach: a Study in the Mobile Telecommunication Market in Yazd Province

    Directory of Open Access Journals (Sweden)

    Seyed Yaghoub Hosseini

    2012-12-01

    Full Text Available In customer relationship management (CRM systems, importance and performance of the attributes that define a service is very important. Importance-Performance analysis is an effective tool for prioritizing service attributes based on customer needs and expectations and also for identifying strengths and weaknesses of organization in the market. In this study with the purpose of increasing reliability and accuracy of results, customers are segmented based on their demographic characteristics and perception of service attributes performance and then individual IPA matrixes are developed for each segment. Self-Organizing Maps (SOM has been used for segmentation and a feed forward neural network has been used to estimate the importance of attributes. Research findings show that mobile subscribers in Yazd province can be categorized in three segments. Individual IPA matrixes have been provided for each of these segments. Based on these results, recommendations are offered to companies providing mobile phone services.

  17. Service Marketing Competitiveness In The New Economy

    OpenAIRE

    Aleksandar Grubor

    2008-01-01

    In the new economy the basic characteristics of services determine service consumption, just as customer relationship management impacts on the approach to services marketing. Contemporary service customers perceive service quality in service encounters and in ongoing relationships as well. The perception of service quality may be presented as a basic model of perception, known in service marketing reference sources as The Perceived Service Quality Model. Service marketers and marketing manag...

  18. 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

  19. 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

  20. 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.

  1. Customer service drives pipelines' reorganization

    International Nuclear Information System (INIS)

    Share, J.

    1997-01-01

    The concept behind formation of Enron Transportation and Storage tells plenty about this new gas industry. When executives at the Enron Gas Pipeline Group considered plans last year to streamline operations by merging the support functions of Transwestern Pipeline and their other wholly owned pipeline company, Northern Natural Gas, seamless customer service was foremost on their agenda. Instead of worrying about whether employees would favor one pipeline over the other, perhaps to the detriment of customers, they simply created a new organization that everyone would swear the same allegiance to. The 17,000-mile, 4.1 Bcf/d Northern system serves the upper Midwest market and two major expansion projects were completed there last year. Transwestern is a 2,700-mile system with an eastward capacity of 1 Bcf/d and westward of 1.5 Bcf/, that traditionally served California markets. It also ties into Texas intrastate markets and, thanks to expansion of the San Juan lateral, to southern Rocky Mountain supplies. Although Enron Corp. continues to position itself as a full-service energy company, the Gas Pipeline Group continues to fuel much of corporate's net income, which was $584 million last year. With ET and S comprising a significant portion of GPG's income, it was vital that the merger of Northern's 950 employees with Transwestern's 250 indeed be a seamless one. It was not easy either psychologically or geographically with main offices in Omaha, NE and Houston as well as operations centers in Minneapolis, MN; Amarillo, TX; W. Des Moines, IA; and Albuquerque, NM. But the results have been gratifying, according to William R. Cordes, President of ET and S and Nancy L. Gardner, Executive Vice President of Strategic Initiatives

  2. 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...

  3. National customer satisfaction indices: The impact of market structure

    DEFF Research Database (Denmark)

    Eskildsen, Jacob Kjær; Kristensen, Kai

    The popularity of customer satisfaction measurements has grown considerably over the last few years but we know very little about how the structure of the individual markets with respect to the transparency of products and services as well as consumer preferences affects customer satisfaction. Here...... a total of 14540 customers have evaluated their preferred supplier with respect to banking, property insurance, supermarkets and mobile telecom. The analysis shows that market structure has a profound effect on customer satisfaction measurements and that this effect differs from industry to industry....... The paper concludes with an evaluation of the implications of the findings in relation to the use of results from customer satisfaction studies....

  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. 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...

  6. Customer Service Analysis of Air Combat Command Vehicle Maintenance Support

    Science.gov (United States)

    1993-09-01

    the survey, the researchers categorized the services or variables into marketing mix components: product, price, promotion, and customer service...comparing and analyzing the variables identified in the previous three phases to determine a strategic marketing mix (46:9). After analyzing the data...service/physical distribution. Additionally, they found that customer service/physical distribution was an integral component of the marketing mix , and

  7. Marketing research of organic agricultural products' customers

    Directory of Open Access Journals (Sweden)

    Salai Suzana

    2002-01-01

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

  8. 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...

  9. ORIENTATION TOWARD CUSTOMER FOR PUBLIC FOOD SERVICE

    Directory of Open Access Journals (Sweden)

    LIVIU ILIE FACALEATA

    2015-10-01

    Full Text Available In the context of accelerated economic globalization and hyper global competition, companies must have a high degree of orientation in the market, to know and respond quickly to volatile markets. In this context, the public food field is one marked by significant changes having regard to needs and consumer behavior. Public food services are designed to meet first the basic needs which causes certain private actions and a particular mechanism for the training of behavior with significant impact on the way in which the companies of public food should develop services and certain ambient which to contribute to the proper customer service. Moreover, these companies have aspecial relationship with customers, having regard to the direct interaction between supplier and customer. This present project aimsto identify good practice in the field of public food service regarding the implementation of the philosophy orientation on the marketplace. To achieve this goal has been used as methodology the analysis of the primary results from previous research in the fields of both market direction, as well as in the hospitality areas, analysis which has had as main objective a stock-taking of the models developed for the hospitality industry and compiling influence factors with impact on the "good service" of the client, but also integration of orientation principles toward market within the framework of these models.

  10. Trends in Marketing: Customer Relationship Management.

    Science.gov (United States)

    Okula, Susan

    2000-01-01

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

  11. 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.

  12. Pengaruh Customer Relationship Marketing Dan Brand Trust Terhadap Customer Loyalty Pada PT. Asuransi Jiwasraya (Persero) Cabang Pekanbaru

    OpenAIRE

    Pasaribu, Verawati; Karneli, Okta

    2017-01-01

    The development of business nowadays claim theirself to give the best and to do the improvement not only for the service but also their product. The dinamyc competition enable the business not to find the new customer, but to defend them for a loyal so that they don't interest to the other business. One of the customer loyalty strategy is Customer Relationship Marketing and Brand Trust. This reserach analyzes the influence of Customer Relationship Marketing and Brand Trust to Customer Loyalty...

  13. PENGARUH CUSTOMER RELATIONSHIP MARKETING TERHADAP LOYALITAS KONSUMEN

    OpenAIRE

    Verawati, .

    2017-01-01

    Penelitian ini bertujuan untuk menganalisis pengaruh customer relationship marketing terhadap loyalitas konsumen. Data yang digunakan dalam penelitian ini adalah data primer. Data primer diperoleh dari hasil jawaban kuesioner nasabah Bank yang disebar di Yogyakarta. Alat analisis yang digunaka n untuk menganalisis pengaruh customer relationship marketing terhadap loyalitas konsumen di bank Yogyakarta adalah analisis regresi berganda metode backward. Kesimpulan yang diperoleh dalam penelitian ...

  14. 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...

  15. Customer retention: maintaining the competitive edge in the retail market

    Energy Technology Data Exchange (ETDEWEB)

    Wright, T. [CitiPower Ltd., Melbourne, VIC (Australia)

    1997-09-01

    The current market environment in the electricity industry is one of changing regulations with many of the rules being developed. There is a great deal of customer confusion and uncertainty with some customers unaware of their contestable status and many are insecure about mixing retail and distribution supplies. This paper discusses customer retention and maintaining the competitive edge in the retail market. It draws on some conclusions from a survey released by the Australian Chamber of Manufacturers entitled `Customer feedback on Victoria`s competitive electricity market`. An overview is presented of the retail market in Australia which is one of very strong price-based competition, with as yet little differentiation. A process is described for retaining customers which involves asking the customer what he/she wants in a language which they understand. The best way to determine customer needs is through a combination of internal and external sources. Enhancing customer loyalty and differentiating and marketing the product are also discussed. As the market matures, customer retention and satisfaction will be based on value added services at a reasonable cost. (author). 6 figs.

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

    Directory of Open Access Journals (Sweden)

    Tuulia Nikunen

    2017-06-01

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

  17. 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....

  18. 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...

  19. 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...

  20. 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. ...

  1. Marketer consolidated billing : realizing the value of customer relationships

    Energy Technology Data Exchange (ETDEWEB)

    Schiratti, A. [Sunoco, Toronto, ON (Canada)

    2001-07-01

    This presentation focused on timely issues regarding marketer consolidated billing (MCB). MCB allows energy marketers to directly bill customers for both gas and electric commodities and distribution services. MCB is mandated by the Ontario Energy Board (OEB) in the electricity sector through the Retail Settlements Task Force and is proposed by the OEB in the Gas Distributor Access Rule. The main topics discussed in this paper were the new relationship under MCB, benefits for customers and challenges for marketers. The major obstacles for a successful MCB model were also proposed. The new MCB approach strengthens the relationship between the marketer and the customer. The MCB will allow both electricity and natural gas customers to choose marketers who bill for both delivery and gas on one bill.

  2. Marketer consolidated billing : realizing the value of customer relationships

    International Nuclear Information System (INIS)

    Schiratti, A.

    2001-01-01

    This presentation focused on timely issues regarding marketer consolidated billing (MCB). MCB allows energy marketers to directly bill customers for both gas and electric commodities and distribution services. MCB is mandated by the Ontario Energy Board (OEB) in the electricity sector through the Retail Settlements Task Force and is proposed by the OEB in the Gas Distributor Access Rule. The main topics discussed in this paper were the new relationship under MCB, benefits for customers and challenges for marketers. The major obstacles for a successful MCB model were also proposed. The new MCB approach strengthens the relationship between the marketer and the customer. The MCB will allow both electricity and natural gas customers to choose marketers who bill for both delivery and gas on one bill

  3. Customized products and cloud service information system development research

    Directory of Open Access Journals (Sweden)

    Hung Chien-Wen

    2017-01-01

    Full Text Available This study presents a cloud service customized product information system to enable businesses to provide customized product marketing on the Internet to meet consumer demand for customized products. The cloud service of the information system development strategic framework proposed in this study contains three elements: (1 e-commerce services, (2 promotion type modules, and (3 cloud services customized promotional products. In this study, a mining cloud information system to detect customer behavior is proposed. The association rules from relational database design are utilized to mine consumer behavior to generate cross-selling proposals for customer products and marketing for a retailing mall in Taiwan. The study is composed of several parts, as follows. A market segment and application of association rules in data exploration techniques (Association Rule Mining and sequence-like exploration (Sequential Pattern Mining, efficient analysis of customers, consumer behavior, identification of candidates for promotional products, and using cloud service delivery and evaluation of targets to evaluate candidates for promotional products for production. However, in addition to cloud service customized promotional products, the quantity of promotional products sales varies for different customers. We strive to achieve increased customer loyalty and profits through the use of active cloud service customized promotional products.

  4. Not All Large Customers are Made Alike: Disaggregating Response to Default-Service Day-Ahead Market Pricing

    International Nuclear Information System (INIS)

    Hopper, Nicole; Goldman, Charles; Neenan, Bernie

    2006-01-01

    For decades, policymakers and program designers have gone on the assumption that large customers, particularly industrial facilities, are the best candidates for realtime pricing (RTP). This assumption is based partly on practical considerations (large customers can provide potentially large load reductions) but also on the premise that businesses focused on production cost minimization are most likely to participate and respond to opportunities for bill savings. Yet few studies have examined the actual price response of large industrial and commercial customers in a disaggregated fashion, nor have factors such as the impacts of demand response (DR) enabling technologies, simultaneous emergency DR program participation and price response barriers been fully elucidated. This second-phase case study of Niagara Mohawk Power Corporation (NMPC)'s large customer RTP tariff addresses these information needs. The results demonstrate the extreme diversity of large customers' response to hourly varying prices. While two-thirds exhibit some price response, about 20 percent of customers provide 75-80 percent of the aggregate load reductions. Manufacturing customers are most price-responsive as a group, followed by government/education customers, while other sectors are largely unresponsive. However, individual customer response varies widely. Currently, enabling technologies do not appear to enhance hourly price response; customers report using them for other purposes. The New York Independent System Operator (NYISO)'s emergency DR programs enhance price response, in part by signaling to customers that day-ahead prices are high. In sum, large customers do currently provide moderate price response, but there is significant room for improvement through targeted programs that help customers develop and implement automated load-response strategies

  5. 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...

  6. 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...

  7. 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...

  8. Customer relations data aids marketing efforts.

    Science.gov (United States)

    Werronen, H J

    1988-08-01

    A customer relations information system can help improve a hospital's marketing performance. With such a system, the author writes, a medical center can easily redirect its information systems away from the traditional transaction-oriented approach toward the building of long-lasting relationship with customers.

  9. Customer satisfaction and enterprise market activity risk

    Directory of Open Access Journals (Sweden)

    Lech Nieżurawski

    2014-12-01

    Full Text Available The purpose of this paper is to demonstrate the role of customer satisfaction in reducing the risks of the business market. The results of measuring the level of customer satisfaction allow to create an early warning system against the danger of decline in sales revenue in the future.

  10. Characterizing customers at medical center farmers' markets.

    Science.gov (United States)

    Kraschnewski, Jennifer L; George, Daniel R; Rovniak, Liza S; Monroe, Diana L; Fiordalis, Elizabeth; Bates, Erica

    2014-08-01

    Approximately 100 farmers' markets operate on medical center campuses. Although these venues can uniquely serve community health needs, little is known about customer characteristics and outreach efforts. Intercept survey of markets and market customers between August 2010 and October 2011 at three medical centers in different geographic regions of the US (Duke University Medical Center, Cleveland Clinic, and Penn State Hershey Medical Center) were conducted. Markets reported serving 180-2,000 customers per week and conducting preventive medicine education sessions and community health programs. Customers (n = 585) across markets were similar in sociodemographic characteristics--most were middle-aged, white, and female, who were employees of their respective medical center. Health behaviors of customers were similar to national data. The surveyed medical center farmers' markets currently serve mostly employees; however, markets have significant potential for community outreach efforts in preventive medicine. If farmers' markets can broaden their reach to more diverse populations, they may play an important role in contributing to community health.

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

    OpenAIRE

    manigeh Bahrainizadeh; Leila Tavasoli

    2014-01-01

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

  12. Executing A Customer Relationship Management Programme In An Emerging Market: An Empirical Approach

    Directory of Open Access Journals (Sweden)

    Akinyele Samuel

    2013-05-01

    Full Text Available Retail financial services in all markets, including emerging markets, are undergoing major transaction, driven by change, deregulation and customer sophistication. Customer service and specifically relationship management in particular, are crucial to attaining a sustainable competitive advantage in the marketplace. The execution of a one- to- one programme within an emerging economy is the focus of this paper, specifically in the financial services environment. The steps in the execution of customer relationship management (CRM as proposed by Peppers, Rogers and Dorf (1999b are examined and the effect on customer service in an emerging market is investigated. The findings indicates that there are positive associations with these steps and customer service.

  13. The Financial Markets and Customer Satisfaction: Reexamining Possible Financial Market Mispricing of Customer Satisfaction

    OpenAIRE

    Robert Jacobson; Natalie Mizik

    2009-01-01

    We investigate the association between information contained in the American Customer Satisfaction Index (ACSI) metric and future stock market performance. Some past research has provided results suggesting that the financial markets misprice customer satisfaction; i.e., firms advantaged in customer satisfaction are posited to earn positive future-period abnormal stock returns. We reexamine this relationship and find that statistically significant evidence of financial market mispricing of cu...

  14. MARKETING RELATIONSHIP AND TRADING IN THE RELATIONSHIP BETWEEN SERVICE PROVIDERS, HEALTH OPERATORS AND FINAL CUSTOMER: THE SEARCH FOR AN INTEGRATING MODEL

    Directory of Open Access Journals (Sweden)

    Nilda Catalina, Tañski

    2012-01-01

    Full Text Available The marketing relationship finds similarities with the concept of cooperative bargaining, the purpose of this is to find solutions to mutual gains with long-term vision. Within this approach, we sought to build an integrative model of relationship marketing and negotiation in the relationship between service providers, health operators and final customers in the health plan market in Brazil, this relationship is complex, full of conflicts and stagnation. It was first used, first, as an exploratory research of direct observation of the phenomenon referred to relationship marketing, trading and health insurance to increase employment opportunities. Then, the method of data collection was in that environment through online questionnaires using the survey method, in the representative sector. The type of sample used, where n = 217 and the confidence level was 95%, not intentional probabilistic. In the final, it was concluded that the initially proposed model was fully accepted, taking into account the choice of methodology, then achieving the main objective of this study.

  15. Customer service in equine veterinary medicine.

    Science.gov (United States)

    Blach, Edward L

    2009-12-01

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

  16. Marketing Reference Services.

    Science.gov (United States)

    Norman, O. Gene

    1995-01-01

    Relates the marketing concept to library reference services. Highlights include a review of the literature and an overview of marketing, including research, the marketing mix, strategic plan, marketing plan, and marketing audit. Marketing principles are applied to reference services through the marketing mix elements of product, price, place, and…

  17. [Marketing mix in health service].

    Science.gov (United States)

    Ameri, Cinzia; Fiorini, Fulvio

    2015-01-01

    The marketing mix is the combination of the marketing variables that a firm employs with the purpose to achieve the expected volume of business within its market. In the sale of goods, four variables compose the marketing mix (4 Ps): Product, Price, Point of sale and Promotion. In the case of providing services, three further elements play a role: Personnel, Physical Evidence and Processes (7 Ps). The marketing mix must be addressed to the consumers as well as to the employees of the providing firm. Furthermore, it must be interpreted as employees ability to satisfy customers (interactive marketing).

  18. Trends in Customer Services and Interfunctional Coordination by Manufacturers

    OpenAIRE

    Kaňovská, Lucie; Tomášková, Eva

    2015-01-01

    The purpose of the paper is to describe the most important trends by manufacturers producing electric equipment and electronic components in the Czech Republic. We focus on customer services and interfunctional coordination (IFC), part of market orientation. We prepared questionnaire in the form of the Likert scale. Sixty companies participated in our research. The crucial trends in customer services are: (1) New products are developed, tested and improved according to customer needs; (2) Res...

  19. Customer satisfaction with mobile operators’ services in Lithuanian rural areas

    OpenAIRE

    Pilelienė, Lina; Grigaliūnaitė, Viktorija

    2017-01-01

    In tough competitive conditions of Lithuanian mobile services market, customer satisfaction becomes one of the most important factors for customer retention and attraction. Lithuanian mobile market can be described as being in a maturity stage of its life-cycle: the prices and services of different mobile operators are quite similar. However, the network coverage and signal strength differs – main differences can be observed in rural areas of the country. Therefore, the scientific...

  20. Service & non-profit marketing

    Directory of Open Access Journals (Sweden)

    Stanković Čedomir

    2002-01-01

    Full Text Available Services are dominantly untouchable products which cannot be physically owned. Services promotion is difficult for its untouchables. Personal sale is very powerful in service companies because customers must interact with employees. Price is very important for service's companies. It has psychological role, economic role and it creates attitude for goal achievement. Marketing goal for nonprofit organizations is to get an answer from target market Development of marketing strategies of nonprofit organizations consists of defining and analyzing target market and creating and maintaining marketing mix. In nonprofit organizations product is usually an idea or a service. Promotion in nonprofit organizations is very important. Personal sale, promotional sale, advertising and publicity are used for communicating an idea and informing people about services.

  1. Gamification and service marketing.

    Science.gov (United States)

    Conaway, Roger; Garay, Mario Cortés

    2014-01-01

    Our paper addresses the development of the gamification concept with business applications. We report on our survey of customers and managers seeking to participate in gamification on their websites. We examined both customer and manager perspectives and compare survey results in terms of service marketing and characteristics of consumers who engage with gamification platforms. Our data supported a design theory delineating four key characteristics in gamification platforms that attract consumers toward an enterprise's website. Those features attract individuals through (1) Progress Paths, (2) Feedback and Reward, (3) Social Connection, and (4) Attractiveness of the site. Results from the managers' survey reflected key characteristics that must exist for implementation of a gamification platform. The data revealed a particular demographic profile of a gamification individual drawn to a website. These findings may help company managers who wish to adopt a gamification platform in the future.

  2. A Neural Network based Approach for Predicting Customer Churn in Cellular Network Services

    OpenAIRE

    Sharma, Anuj; Panigrahi, Dr. Prabin Kumar

    2013-01-01

    Marketing literature states that it is more costly to engage a new customer than to retain an existing loyal customer. Churn prediction models are developed by academics and practitioners to effectively manage and control customer churn in order to retain existing customers. As churn management is an important activity for companies to retain loyal customers, the ability to correctly predict customer churn is necessary. As the cellular network services market becoming more competitive, custom...

  3. Customer value and financial services distribution channels

    OpenAIRE

    Chakrabarty, Anita

    2017-01-01

    This research effort seeks to investigate the co-creation of customer value in distribution channels of financial services as perceived by customers. In financial services, an in-depth investigation of customer value is necessary because of its recognised strategic imperative for competitive advantage (Woodruff, 1997). The Service Dominant Logic further demonstrates the importance of customer value as the basis of customers’ evaluations of products or service offerings (Vargo and Lusch, 2004)...

  4. Role Coastumer Service PT. Bank Danamon Provide Service to Customers

    OpenAIRE

    ", NURJANAH; Hardani, Ninda

    2015-01-01

    PT. Bank Danamon Pekanbaru is the bank engaged in banking goods and services that always seeks to prioritize the satisfaction of its customers. The employee on duty and deal directly with the customer in providing services commonly known as customer service that are required to have the ability to serve customers accurately and quickly and have good communication skills. The purpose of this study was to determine the role of customer service as a receptionist, Deskman, salesman, customer rela...

  5. 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…

  6. Marketing assets: Relating brand equity and customer equity

    Directory of Open Access Journals (Sweden)

    Jaime Romero

    2016-03-01

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

  7. The electricity customer's lot. The status of the deregulated Finnish electricity market - Consequences for the customer

    International Nuclear Information System (INIS)

    Lewis, P.E.; Pakkanen, M.; Muroma, M.

    2004-09-01

    Since November 1998 a 'fully competitive supply market' has arguably been in operation in Finland, whereby all types of customer are able to purchase their electricity from the supplier of their choice. During the years since deregulation there has been much and increasing discussion and speculation about the consequences of competition for customers. This independent research report objectively considers the consequences of competition so far in the supply market from the point of view of the electricity customer (residential, industrial and commercial customers). The report additionally highlights successes, failures and areas for future improvement. The report combines existing data from a wide range of sources with original empirical data collected specifically for this report. Original empirical data was derived primarily from questionnaire responses from 1393 household customers and 281 I and C customers. In- depth interviews were also extensively conducted with electricity industry and consumer representatives. The report finds that although there have been achievements, and all customers may have benefited in at least some way, the overall net picture is one of disappointing neutrality and missed opportunities. In fact the report suggests that deregulation has neither led to extensive competition amongst suppliers, nor extensive benefits for customers. Customer awareness, prices, service quality, additional offerings, environmentalism, equality and fairness have apparently not fared particularly well as a result of deregulation, except perhaps for the largest or most active customers. As a result of the situation, customers are mostly rather negative towards the state of competition in Finland at present. The report nevertheless identifies the great potential within the deregulated electricity market. In particular, the report identifies a clear need for increased awareness amongst customers and points out many other known barriers to effective competition

  8. Building PV markets: customers and prices

    International Nuclear Information System (INIS)

    Haas, Reinhard

    2002-01-01

    What makes market deployment strategies for PV successful? A group of specialists (from IEA Task 7) has been looking at the progress made so far. Here, in the first of two articles based on their report, the author presents some of their findings, including benefits and barriers for defined groups of customers; how customers for PV systems are identified, and what they are willing to pay. It also looks at current prices in different countries, and their possible trends. (Author)

  9. Marketing Auditing Services

    OpenAIRE

    Tuomivirta, Olga

    2009-01-01

    The study is done as a part of a bachelor’s study in Marketing at Laurea University of Applied Sciences. Marketing as a science appeared more than 50 years ago and is still developing. The purpose of the thesis work is to collect knowledge via marketing research, to understand how marketing is implemented by the case company–provider and compare the result to professional services marketing theory. Marketing professional services is difficult because services differ from goods. Marketing ...

  10. 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.

  11. Burnout in Customer Service Representatives

    Directory of Open Access Journals (Sweden)

    Tariq Jalees

    2008-09-01

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

  12. Novel approach for evaluation of service reliability for electricity customers

    Institute of Scientific and Technical Information of China (English)

    JIANG; John; N

    2009-01-01

    Understanding reliability value for electricity customer is important to market-based reliability management. This paper proposes a novel approach to evaluate the reliability for electricity customers by using indifference curve between economic compensation for power interruption and service reliability of electricity. Indifference curve is formed by calculating different planning schemes of network expansion for different reliability requirements of customers, which reveals the information about economic values for different reliability levels for electricity customers, so that the reliability based on market supply demand mechanism can be established and economic signals can be provided for reliability management and enhancement.

  13. A Customer Service Approach to Advising: Theory and Application.

    Science.gov (United States)

    Spicuzza, Frank J.

    1992-01-01

    The customer service marketing model provides an organizing strategy for advising in higher education. The university contributes resources for an advising process that addresses needs and expectations of students as customers and faculty as providers. This model is evident in a recent survey of 58 bachelor's degree recipients in social work. (MSE)

  14. Customer orientation and future market focus in NSD

    NARCIS (Netherlands)

    Hillebrand, B.; Kemp, R.; Nijssen, E.J.

    2011-01-01

    Purpose – The aim of this paper is to investigate the differential effect of customer orientation and future market focus on organization inertia and firm innovativeness of small and medium-sized enterprises (SMEs) in the business-to-business service industry. It is motivated by the observation that

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

    OpenAIRE

    Carmen-Maria, IORDACHE

    2013-01-01

    Managing customer value by offering qualitative services is considered a critical component of the marketing strategies. Customer value ensures the loyalty buiding. Orientation towards the customer, keeping in contact with customers, and a commitment to live up to customer expectations are the new rules of strategic management of customer relationships. Consumers have become more willing than ever to pick the sides of those organizations perceived as offering quality. The satisfaction and loy...

  16. IMPACT OF RELATIONSHIP MARKETING ON CUSTOMER LOYALTY IN THE BANKING SECTOR

    OpenAIRE

    Mukhiddin Jumaev; Prof. Dr. Dileep Kumar. M.; Jalal R. M. Hanaysha

    2012-01-01

    The purpose of this study is to discuss the impact of customer loyalty in banking sector. The customer loyalty in banking has seen a major concern to practitioners due to severe competition and higher customer expectations. Further to that, one way to enhance customer loyalty in banking is by focusing on offering excellent services and meeting the needs of customer. Banks need to have a good understanding of their customer behaviour so that appropriate marketing strategies directed towards re...

  17. Effect of internet marketing, increase customer hotels in Kermanshah city

    OpenAIRE

    A. Zarrabi; K. Nazari; P. Akbari

    2014-01-01

    Today, Internet marketing and advertising is an important channel. The tourism and hospitality industry associated with it, has a good position to exploit the potential of the Internet. The study also aimed to consider the application of research methods, descriptive survey - analysis, to examine the impact of Internet marketing on hotel clients in Kermanshah city has increased. Results indicate that, of the three options awareness, provide quick service and attitude can increase customer acq...

  18. Creating effective social marketing: let your customer be your guide.

    Science.gov (United States)

    Brookes, R

    2000-02-01

    Social marketing uses commercial marketing techniques to change behaviors that benefit individuals or society in general. Unlike conventional marketing, which seeks to sell products or services, social marketing aims to promote voluntary behavior change. Some examples of behaviors that have changed due to social marketing are: using seat belts, wearing bike helmets, child immunizations, and smoking cessation. Although good social marketing campaigns use the same techniques as that of commercial marketers, by letting the customer be the guide for all major decisions, it is not primarily advertising and is not about top-down planning and decisions. Instead, it is about having a consumer orientation, which means understanding the target audience very well. An effective social marketer must be committed to ongoing communication with the audience in order to create programs, products, or practice that enable them to make the changes desired.

  19. Are Students Customers? TQM and Marketing Perspectives

    Science.gov (United States)

    Eagle, Lynne; Brennan, Ross

    2007-01-01

    Purpose: This paper seeks to evaluate the arguments for and against the proposition that students in higher education are "customers" and should be treated as such. Design/methodology/approach: A critical review of the relevant literature from the domains of total quality management and marketing. Findings: The debate is polarised, with advocates…

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

    OpenAIRE

    Mohamad Dimyati,

    2015-01-01

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

  1. Customer value propositions in business markets.

    Science.gov (United States)

    Anderson, James C; Narus, James A; van Rossum, Wouter

    2006-03-01

    Examples of consumer value propositions that resonate with customers are exceptionally difficult to find. When properly constructed, value propositions force suppliers to focus on what their offerings are really worth. Once companies become disciplined about understanding their customers, they can make smarter choices about where to allocate scarce resources. The authors illuminate the pitfalls of current approaches, then present a systematic method for developing value propositions that are meaningful to target customers and that focus suppliers' efforts on creating superior value. When managers construct a customer value proposition, they often simply list all the benefits their offering might deliver. But the relative simplicity of this all-benefits approach may have a major drawback: benefit assertion. In other words, managers may claim advantages for features their customers don't care about in the least. Other suppliers try to answer the question, Why should our firm purchase your offering instead of your competitor's? But without a detailed understanding of the customer's requirements and preferences, suppliers can end up stressing points of difference that deliver relatively little value to the target customer. The pitfall with this approach is value presumption: assuming that any favorable points of difference must be valuable for the customer. Drawing on the best practices of a handful of suppliers in business markets, the authors advocate a resonating focus approach. Suppliers can provide simple, yet powerfully captivating, consumer value propositions by making their offerings superior on the few elements that matter most to target customers, demonstrating and documenting the value of this superior performance, and communicating it in a way that conveys a sophisticated understanding of the customer's business priorities.

  2. 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.

  3. Customer response to day-ahead market hourly pricing: Choices and performance

    International Nuclear Information System (INIS)

    Hopper, Nicole; Goldman, Charles; Bharvirkar, Ranjit; Neenan, Bernie

    2006-01-01

    Real-time pricing (RTP) has been advocated to address extreme price volatility and market power in electricity markets. This study of Niagara Mohawk Power Corporation's largest customers analyzes their choices and performance in response to day-ahead, default-service RTP. Overall price response is modest: 119 customers are estimated to reduce their peak demand by about 10% at high prices. Manufacturing customers are most responsive with a price elasticity of 0.16, followed by government/education customers (0.11), while commercial/retail, healthcare and public works customers are, at present, relatively unresponsive. Within market segments, individual customer response varies significantly. (author)

  4. Customer retention and new product marketing strategies

    International Nuclear Information System (INIS)

    O'Day, T.

    1997-01-01

    Business strategies readily accessible for utilization by electric utility companies in the post-deregulation competitive environment were discussed. Among these strategies, shifting the company''s focus towards customers and their needs, is perhaps the most important. Utilities could use their corporate identity to capitalize on the introduction of new services. These services could include HVAC equipment servicing, building services, cable TV wiring and service and appliance repairs. The consumer would already identify the utility with some of these services and therefore, these sectors would be the most obvious areas for utility companies to enter. Attempting to make the transition into an unrelated field suggests squandering precious corporate expertise and abandonment of the corporate identity. This may not only result in failure in the new endeavour, but also in loss of credibility and customer goodwill in the old one

  5. Service quality and perceived customer value in community pharmacies.

    Science.gov (United States)

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

    2018-01-01

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

  6. Decision in the matter of a generic hearing in respect to market issues and conduct related to the sale of gas and customer services in the natural gas industry in New Brunswick

    International Nuclear Information System (INIS)

    2003-01-01

    In response to changes in the Gas Distribution Act and the Gas Distributor Marketing Regulation, the New Brunswick Board of Commissioners of Public Utilities (Board), issued an order in June 2003 for a generic hearing regarding the sale of gas and customer services in the natural gas industry in New Brunswick. The purpose of the hearing was to have an open discussion among intervenors regarding several issues, such as whether the Code of Conduct provides fair and adequate rules for marketers; should Enbridge Gas New Brunswick (EGNB) be required to follow rules similar to the Code of Conduct; the requirements surrounding letters of credit; the Board's decision on Rules and Regulations regarding the billing conduct of gas distributors and marketers; the information that should be provided by a gas marketer or a distributor to the customer before the customer enters into an agreement for the supply of gas; the need for information on price volatility; the need for EGNB to notify potential customers of all possible suppliers of gas; the removal of automatic renewal clauses from gas retailers' contracts; how the Board should determine if prices are reasonably and sufficiently competitive; financial reporting requirements; the role of the Board in response to customer complaints regarding the sale of gas by a distributor; and, the Board's action regarding Enbridge Atlantic's plan to exit the New Brunswick market. This report provided the response to these issues by 10 intervenors

  7. SME Customer Service Excellence: A Singaporean Case Study

    Directory of Open Access Journals (Sweden)

    Koh Kelly Sze Wee

    2016-06-01

    Full Text Available In Singapore, service sectors are dominated by SMEs. This study set out to investigate customer satisfaction as a critical factor in SME survival and indeed in helping to maintain the overall health of the economy. In this study, data were collected from a Singaporean SME which supplies and installs glass for construction projects. Departments involved were Sales & Marketing, Administration, and Installation. A questionnaire survey was administered to every customer of the company in 2013 in order to evaluate the services provided by the three departments. Customers were categorized into five groups: main contractors, designers/sub-contractors, property managers, home owners and commercial owners. Data were analyzed in terms of thirteen customer service variables identified from the literature. Statistical methods were applied to data analysis and findings were arrived at. Findings were found to be sufficiently significant to permit the formulation of a Total Customer Service Excellence Model for SMEs in Singapore.

  8. Sharpen customer service skills with PCRAFT Pursuit.

    Science.gov (United States)

    Dologite, Kimberly A; Willner, Kathleen C; Klepeiss, Debra J; York, Susan A; Cericola, Lisa M

    2003-01-01

    Traditional approaches to teaching customer service skills do not involve participant interaction, nor do they provide a fun and relaxed atmosphere for learning. This article describes the development of PCRAFT Pursuit, an innovative game used to teach customer service skills. The development process began with concerns identified through patient satisfaction surveys. The implementation of this game became an integral component of education to improve customer service skills of staff throughout the hospital network.

  9. Improving Customer Service in Elderly Care

    OpenAIRE

    Nielsen, Chris

    2015-01-01

    The elderly care sector is increasingly facing more competition and demanding customers. This leads to a growing pressure on elderly care home providers to find new and improved solutions that will enhance their level of customer service. The will ensure that the elderly service provider is remaining competitive in the elderly care service marketplace. The purpose of this thesis is to identify areas for improvements and propose implementable solutions for enhancing the elderly care custom...

  10. Performance improvement plan in customer technical services

    International Nuclear Information System (INIS)

    Lachambre, L.

    1995-01-01

    This presentation centred around the philosophy, goals, and initiatives associated with Gaz Metropolitain's performance improvement plan. Various aspects of the plan including customer surveys, new customer service policies, the creation of small working units, the decentralization of the Montreal service department, and customer-harmonized shift schedules were explored. Implementation of new service plans and contracts, the formation of improvement groups related to human resources, human resource and productivity management, leadership training, and the use of performance indicators were also explained

  11. A model of customer loyalty in the retail banking market

    Directory of Open Access Journals (Sweden)

    Hadi Hajiyan

    2016-04-01

    Full Text Available During the past two decades, there has been growing trend in Iranian banking industry due to change in banking regulations. Private sector has grown rapidly and there have been several new banks on the market, which has created very competitive market. Therefore, customer loyalty is the key factor for running a successful banking business and customer relationship management (CRM appears to be important for the success in this industry. The primary objective of this paper is to investigate the relationship between CRM and customer loyalty in one of the oldest Iranian banks named Bank Melli Iran. The proposed study prepares a questionnaire in Likert scale and distributes it among some regular customers of this bank. The preliminary results of this survey have indicated that consumer’s gender, age and educational background had no meaningful impact on quality of services. In other words, people with different personal characteristics expect the same quality of services from banking industry and there is a positive and meaningful relationship between quality of services and customer loyalty.

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

    OpenAIRE

    Süleyman BARUTCU

    2007-01-01

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

  13. A Determination Method of Optimal Customization Degree of Logistics Service Supply Chain with Mass Customization Service

    Directory of Open Access Journals (Sweden)

    Weihua Liu

    2014-01-01

    Full Text Available Customization degree is a very important field of mass customization. Its improvement could enhance customer satisfaction and further increase customer demand while correspondingly it will increase service price and decrease customer satisfaction and demand. Therefore this paper discusses how to deal with such issues in logistics service supply chain (LSSC with a logistics service integrator (LSI and a customer. With the establishment of customer demand function for logistics services and profit functions of the LSI and the customer, three different decision modes are proposed (i.e., customization degree dominated by LSI, customization degree dominated by customer, and customization degree decided by concentrated supply chain; many interesting findings are achieved. Firstly, to achieve customization cooperation between LSI and customer, measures should be taken to make the unit increase cost of the customized logistics services lower than a certain value. Secondly, there are differences between the optimal customization degree dominated by LSI and that dominated by customer. And in both cases, the dominator could realize more profit than the follower. Thirdly, with the profit secondary distribution strategy, the modified decentralized decision mode could accomplish the maximum profit achieved in centralized decision mode and meanwhile get the optimal customization degree.

  14. Subway Customer Loyalty And Evaluating Marketing Strategies

    OpenAIRE

    Mishra, Dr. Lalita

    2013-01-01

    Purpose- The major consideration of this research was the chain restaurant industry, and its underlying principle was to (1) establishing which factors manipulate relationship excellence and customer loyalty development. (2) Observe the relations between relationship quality and loyalty. Based on the literature review, five proportions influence restaurant consumers behavior: service quality, food quality, price, location, and environment. Speculative relationships between attributes influenc...

  15. Principles of customer service provider management; Prinzipien der Steuerung von Kundenservice-Dienstleistern

    Energy Technology Data Exchange (ETDEWEB)

    Wiebe, Christian; Jung, Viktor; Liebrecht, Lutz [Managementberatung Corporate Transformation Group (CTG), Berlin (Germany)

    2011-01-15

    In response to the unbundling regime imposed by the Federal Network Agency many power supply companies have hived off or outsourced their customer service operations. In doing so have parted with an important interface with their customers and market partners and placed it in the hands of independent companies. Efficient and effective management of these customer service providers is therefore of strategic importance for power supply companies and a major contributor to cost effective customer service and high customer satisfaction.

  16. Role of social media in retail network operations and marketing to enhance customer satisfaction

    OpenAIRE

    Ramanathan, U; Subramanian, N; Parrott, G

    2017-01-01

    Purpose: The technology evolution compels retail networks to introduce unique business models to retain customers and to gain a competitive advantage. Customer reviews available through social media need to be taken into account by retail networks to design a model with unique service operations and marketing approaches that will improve loyalty by adding value to customers. Furthermore, the relationship between customer satisfaction and customer spending behaviour is very weak and needs furt...

  17. Residential customer-sited photovoltaics markets 1999

    International Nuclear Information System (INIS)

    Herig, C.; Thomas, H.; Perez, R.; Wenger, H.

    1999-01-01

    Nearly three years ago, the authors published the paper, Niche Markets for Grid Connected Photovoltaics. The paper identified target market niches for Customer-Sited Photovoltaics (CSPV), on a state-by-state basis for the US. The paper demonstrated cost-effective, grid-connected, domestic markets existed and identified those showing the most near-term promise. Many financial and policy attributes effecting the economics of CSPV have changed since the previous paper was published. Incorporating these policy changes into the analysis expands the CSPV market from a niche status to an era of significance. The number of states with break-even turnkey costs (BTC) above four dollars per watt expanded from five to fifteen. The top five state market values are now above a break-even cost of seven dollars per watt, a value at which the domestic CSPV market moves beyond a break-even status to consumer savings or industry profit, depending on system price. Emissions mitigation values were also included in the paper, but did not significantly effect the break-even market value results. The paper presents the details of the data, analysis, and results

  18. Provider Customer Service Program - Performance Data

    Data.gov (United States)

    U.S. Department of Health & Human Services — CMS is continuously analyzing performance and quality of the Provider Customer Service Programs (PCSPs) of the contractors and will be identifying trends and making...

  19. Assessment of customer satisfaction in transportation service ...

    African Journals Online (AJOL)

    Assessment of customer satisfaction in transportation service delivery: The case of three terminals of Anbassa City Bus service enterprise. ... Fullscreen Fullscreen Off. AJOL African Journals Online. HOW TO USE AJOL... for Researchers · for ...

  20. 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...

  1. Unbundling the retail gas market: Current activities and guidance for serving residential and small customers

    Energy Technology Data Exchange (ETDEWEB)

    Costello, K.W.; Lemon, J.R.

    1996-05-01

    The restructuring of retail gas services has followed a typical pattern for previously heavily regulated industries: large customers are initially given rights to purchase unbundled services from different entities, with the same rights dispersed over time to smaller customers. For about ten years now industrial customers in most states have been able to {open_quotes}play the market{close_quotes}. Since the passage of the Federal Energy Regulatory Commission (FERC) Order 636 in 1992, interest has centered on expanding service unbundling to small retail customers, including residential customers. Importantly, the Order prohibited pipelines from providing bundled sales service. This is not surprising - in the telecommunications industry, for example, the unbundling of wholesale services was a strong stimulant for developing competition in the local exchange market. The push for small-customer service unbundling has derived from the basic but politically attractive idea that all retail customers should directly benefit from competitive forces in the natural gas industry. When one looks at the movement of prices since 1985, it is easy to see that large retail customers have enjoyed more favorable prices than other retail customers. For example, over the period 1985 to 1994 gas prices to industrial customers and electric utilities fell around 23 percent and 36 percent, respectively. In comparison, gas prices to residential customers increased by around 5 percent while gas prices to commercial customers decreased slightly by about 1 percent. This report examines various aspects of unbundling to small retail gas customers, with special emphasis on residential customers.

  2. 76 FR 16038 - Proposed Collection; Comment Request for Prepaid Card Marketing Customer Survey, CS-10-251.

    Science.gov (United States)

    2011-03-22

    ... of social marketing. Social marketing principles and practices apply marketing principles to social... Prepaid Card Marketing Customer Survey, CS-10-251. AGENCY: Internal Revenue Service (IRS), Treasury..., the IRS is soliciting comments concerning Prepaid Card Marketing Customer Survey, CS-10-251 DATES...

  3. Marketing therapeutic recreation services.

    Science.gov (United States)

    Thorn, B E

    1984-01-01

    The use of marketing strategies can enhance the delivery of therapeutic recreation services. This article discusses how agencies can adapt marketing techniques and use them to identify potential markets, improve image, evaluate external pressures, and maximize internal strengths. Four variables that can be controlled and manipulated in a proposed marketing plan are product, price, place and promotion.

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

    Directory of Open Access Journals (Sweden)

    Carmen-Maria, IORDACHE

    2013-10-01

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

  5. Marketing an investigational drug service.

    Science.gov (United States)

    Johnson, V B; Crane, V; Hayman, J N

    1993-04-01

    The customer survey was a useful tool for marketing the IDS. It provided guidelines for making decisions about the best use of limited human and material resources. Analyzing the results of the survey provided new priorities and directions for the IDS. These results were then used in conjunction with pharmacy financial and operational data to focus on areas of greatest importance to the customers and the pharmacy. Physicians should not be reluctant to pursue compassionate use treatments because of the administrative programs responsibilities that accompany such programs. Every patient should have the opportunity to benefit from alternative therapies that are investigational. For the quality of patient care to be maintained or even enhanced when studies are conducted, nurses must be well trained. The marketing survey fulfilled its purpose of identifying service gaps and allowing us to improve our services.

  6. Customers as Partners in Radical Service Innovation

    DEFF Research Database (Denmark)

    Scupola, Ada; Nicolajsen, Hanne Westh

    2009-01-01

      Purpose- The main purpose of this paper is to investigate customer involvement and related challenges in radical service innovations in engineering consulting services Design/methodology/approach - The paper uses a case study approach and so called rich descriptions to investigate customer...... involvement, roles and related challenges and conditions in radical service innovations.Findings- One main finding is that customers can engage in radical service innovations in engineering consultancy services and may play a decisive role. In doing this they most likely take on all the three user involvement...... roles defined in the literature of New Service and New Product Development. Also a number of conditions are found to be necessary in order for this collaboration to succeed. The conclusion is that another understanding and handling of the customer/supplier relation is needed along with a need...

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

    OpenAIRE

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

    2017-01-01

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

  8. Mobile Augmented Reality Supporting Marketing Strategies : using mobile's augmented reality-based marketing applications to promote products and services to end customers

    OpenAIRE

    Kengne, Paul

    2014-01-01

    Imagine a technology with which you could see more than others see, hear more than others hear and perhaps even touch, smell and taste things that others cannot. Augmented Reality (AR) is this technology to create a “next generation, reality-based interface”. This thesis explores the augmented reality technology as a whole while presenting its potentials to SMEs for an adoption to support their marketing strategies. The research was conducted qualitatively, and it is solution centric in ...

  9. The Customer Interaction Process: Managing Customer, the Service Encounter and Service Recovery

    OpenAIRE

    TANASE, George Cosmin

    2013-01-01

    Service interactions are next to customer relationships one of the primary value processes of a service provider. Due to the fact that in service situations value is created via the throughput of the customer through the service production process, and this throughput is realized in service interactions, these interactions are one of the major value drivers of a service firms value. As one of a service providers primary value processes, the interaction process aims at managing the service int...

  10. Bulgarian electricity market and the large-scale industrial customers

    International Nuclear Information System (INIS)

    Popov, P.; Kanev, K.; Dyankov, M.; Minkov, N.

    2003-01-01

    The paper focuses on a brief overview of the Bulgarian Electricity Market Design and steps toward its development, as well as on preliminary analyses for market opening and influence of large industrial customers to system and market operation. (author)

  11. Relationship Marketing in Legal Services Marketing Strategy

    OpenAIRE

    Audronė Androšiūnaitė; Borisas Melnikas

    2013-01-01

    The article defines the concept of professional services and evaluates the extent, to which legal services could be understood as professional services. In addition, literature analysis in the relationship marketing is presented as well as conclusions on the method for the use of relationship marketing in the development of legal services marketing strategy. Strategies of professional services marketing are completely different from other services marketing because of relations with current c...

  12. Using a Service Audit Project for Improving Student Learning in a Service-Marketing Course

    Science.gov (United States)

    Gonzalez-Padron, Tracy; Ferguson, Jeffery M.

    2015-01-01

    Service-marketing education provides students customer service skills sought by employers who recognize the relationship between service and profit. Students in service marketing benefit from active-learning activities with actual organizations to apply customer service frameworks taught in the course. The purpose of this paper is to describe an…

  13. Relationship Marketing Through the Prism of Customer Loyalty

    OpenAIRE

    Bivainis, Juozas

    2011-01-01

    The paper sistemically analyzes two complex phenomena relevant to practice and science – mixture of relationship marketing and customer loyalty. The following fundamental aspects of these phenomena were analyzed: the historical context of relationship marketing and customer loyalty, content of relationship marketing at strategic and tactical levels, the most popular features of relationship marketing strategies, specifics of loyalty status change, the place of customer loyalty programs in mar...

  14. —The Stock Market's Pricing of Customer Satisfaction

    OpenAIRE

    Christopher Ittner; David Larcker; Daniel Taylor

    2009-01-01

    A number of recent marketing studies examine the stock market's response to the release of American Customer Satisfaction Index (ACSI) scores. The broad purpose of these studies is to investigate the stock market's valuation of customer satisfaction. However, a key focus is on whether customer satisfaction information predicts long-run returns. We provide evidence on the market's pricing of ACSI information using a more comprehensive set of well-established tests from the accounting and finan...

  15. A vigorous approach to customer service.

    Science.gov (United States)

    Pollock, E K

    1993-01-01

    PPG Industries, Inc. is the world's largest supplier of automotive original coatings. Its business-to-business customers require individualized service based on specific requirements. The company has solidified these relationships by establishing satellite supply facilities, applying the quality process to problem solving, and providing a variety of outlets for customer feedback.

  16. Customer relationship management in the agricultural machinery market

    Directory of Open Access Journals (Sweden)

    Amanda Letícia Pit Nunes

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

  17. Unbundling the retail gas market: Current activities and guidance for serving residential and small customers

    International Nuclear Information System (INIS)

    Costello, K.W.; Lemon, J.R.

    1996-05-01

    The restructuring of retail gas services has followed a typical pattern for previously heavily regulated industries: large customers are initially given rights to purchase unbundled services from different entities, with the same rights dispersed over time to smaller customers. For about ten years now industrial customers in most states have been able to open-quotes play the marketclose quotes. Since the passage of the Federal Energy Regulatory Commission (FERC) Order 636 in 1992, interest has centered on expanding service unbundling to small retail customers, including residential customers. Importantly, the Order prohibited pipelines from providing bundled sales service. This is not surprising - in the telecommunications industry, for example, the unbundling of wholesale services was a strong stimulant for developing competition in the local exchange market. The push for small-customer service unbundling has derived from the basic but politically attractive idea that all retail customers should directly benefit from competitive forces in the natural gas industry. When one looks at the movement of prices since 1985, it is easy to see that large retail customers have enjoyed more favorable prices than other retail customers. For example, over the period 1985 to 1994 gas prices to industrial customers and electric utilities fell around 23 percent and 36 percent, respectively. In comparison, gas prices to residential customers increased by around 5 percent while gas prices to commercial customers decreased slightly by about 1 percent. This report examines various aspects of unbundling to small retail gas customers, with special emphasis on residential customers

  18. Virtual Enterprises, Mobile Markets and Volatile Customers

    NARCIS (Netherlands)

    F.P.H. Jaspers (Ferdinand); W. Hulsink (Wim); J.J.M. Theeuwes (Myrte)

    2005-01-01

    textabstractRecently, several new mobile virtual network operators (MVNOs) have entered the European mobile telecommunications markets. These service providers do not own a mobile network, but instead they buy capacity from other companies. Because these virtual operators do not possess an

  19. Customer Service at MVD Field Offices.

    Science.gov (United States)

    2008-06-01

    Through the Arizona Transportation Research Center, the Arizona Department of Transportation requested that research be performed to determine how Motor Vehicle Division (MVD) office customer service could be improved and wait times could be reduced....

  20. Service Learning for Improvement of Customer Service Education in LIS

    Science.gov (United States)

    Colón-Aguirre, Mónica

    2017-01-01

    This work explores the ways in which academic librarians specializing in areas related to user services consider the courses they took as part of obtaining their library and information science (LIS) degree prepared them to deal with issues of customer service in their current work. Effective customer service is a central aspect of accomplishing…

  1. Managing Food Service Costs and Satisfying Customers.

    Science.gov (United States)

    Reuther, Anne; Otto, Ione

    1987-01-01

    Milwaukee Area Technical College, Wisconsin, has four campuses, each with its own food service operation that, combined, serve nearly 3,000 people daily. Several food service-related programs are part of the curriculum. Cost containment and customer satisfaction are the two overriding goals of the food service programs. (MLF)

  2. Collaborative Customer Management in Financial Services Alliances

    OpenAIRE

    Geib, Malte; Kolbe, Lutz; Brenner, Walter

    2004-01-01

    The integration of the financial services industry and many financial services companies' focus on core competencies have led to the emergence of financial services alliances. These alliances face a variety of challenges regarding an integrated approach to customer relationship management (CRM) by the partner companies.In this paper we describe the challenges derived from an analysis of five financial services companies that formed different financial services alliances. The main inhibitors o...

  3. Employee retention: a customer service approach.

    Science.gov (United States)

    Gerson, Richard F

    2002-01-01

    Employee retention is a huge problem. There are staff shortages in radiology because not enough people are entering the profession; too many people are leaving the profession for retirement, higher-paying jobs or jobs with less stress; and there are not enough opportunities for career advancement. Staff shortages are exacerbated by difficulty in retaining people who enter the profession. While much work has been focused on recruitment and getting more people "in the front door," I suggest that the bulk of future efforts be focused on employee retention and "closing the back door." Employee retention must be an ongoing process, not a program. Approaches to employee retention that focus on external things, i.e., things that the company can do to or for the employee, generally are not successful. The truth is that employee retention processes must focus on what the employee gets out of the job. The process must be a benefits-based approach that helps employees answer the question, "What's in it for me?" The retention processes must be ongoing and integrated into the daily culture of the company. The best way to keep your employees is to treat them like customers. Customer service works for external customers. We treat them nicely. We work to satisfy them. We help them achieve their goals. Why not do the same for our employees? If positive customer service policies and practices can satisfy and keep external customers, why not adapt these policies and practices for employees? And, there is a service/satisfaction link between employee retention and higher levels of customer satisfaction. Customers prefer dealing with the same employees over and over again. Employee turnover destroys a customer's confidence in the company. Just like a customer does not want to have to "train and educate" a new provider, they do not want to do the same for your "revolving door" employees. So, the key is to keep employees so they in turn will help you keep your customers. Because the

  4. Internal marketing, customer orientation, and organizational commitment: moderating effects of work status.

    Science.gov (United States)

    Huang, Meiju; Chen, Mei-Yen

    2013-08-01

    Associations among internal marketing, customer orientation, and organizational commitment were examined, particularly with regard to the moderating effects of work status on the relationships between internal marketing and customer orientation or organizational commitment, in a cross-sectional design with structural equation modeling. Two studies (Ns = 119 and 251) were conducted among full- and part-time service employees at Taipei Sports Centers. Internal marketing was associated with organizational commitment and customer orientation. Customer orientation was associated with organizational commitment and partially mediated the relation between internal marketing and organizational commitment. Furthermore, work status significantly moderated the relationships between internal marketing and customer orientation but not between internal marketing and organizational commitment. Implications and directions for future research were discussed.

  5. The Impact of Marketing Mix Towards Customer Loyalty Mediated by Customer Satisfaction of Blackberry Indonesia

    OpenAIRE

    Sukamto, Raymond; Lumintan, Daniel

    2015-01-01

    This research conducted to know the impact of Marketing Mix strategy toward customer loyalty mediated by customer satisfaction of Blackberry Indonesia. The data gathered using simple random sampling method and distribute questionnaires to 102 respondents who ever used or own Blackberry. The data then being analyzed by Path Analysis and Sobel Test The result shown that marketing mix simultaneously having significant impact toward customer loyalty mediated by customer satisfaction of Blackberry...

  6. The electricity market in Croatia and eligible customers

    International Nuclear Information System (INIS)

    Kucic, D.; Baric, A.; Tomasic-Skevin, S.

    2003-01-01

    The paper first presents the model and main characteristics of the Croatian electricity market concerning eligible customers. The first phase of the market opening and the estimated inclusion of eligible customers as well as independent suppliers are also described. Presumed steps of opening of the electricity market are given.(author)

  7. Customer Churn Prediction for Broadband Internet Services

    Science.gov (United States)

    Huang, B. Q.; Kechadi, M.-T.; Buckley, B.

    Although churn prediction has been an area of research in the voice branch of telecommunications services, more focused studies on the huge growth area of Broadband Internet services are limited. Therefore, this paper presents a new set of features for broadband Internet customer churn prediction, based on Henley segments, the broadband usage, dial types, the spend of dial-up, line-information, bill and payment information, account information. Then the four prediction techniques (Logistic Regressions, Decision Trees, Multilayer Perceptron Neural Networks and Support Vector Machines) are applied in customer churn, based on the new features. Finally, the evaluation of new features and a comparative analysis of the predictors are made for broadband customer churn prediction. The experimental results show that the new features with these four modelling techniques are efficient for customer churn prediction in the broadband service field.

  8. PENGARUH DIGITAL MARKETING DAN CUSTOMER RELATIONSHIP MARKETING TERHADAP LOYALITAS KONSUMEN MASKAPAI PENERBANGAN GARUDA INDONESIA

    OpenAIRE

    BUDIMAN, NOVAYANTI

    2017-01-01

    2017 ABSTRAK PENGARUH DIGITAL MARKETING DAN CUSTOMER RELATIONSHIP MARKETING TERHADAP LOYALITAS KONSUMEN MASKAPAI PENERBANGAN GARUDA INDONESIA THE INFLUENCES OF DIGITAL MARKETING AND CUSTOMER RELATIONSHIP MARKETING TOWARD GARUDA INDONESIA AIRLINES??? CUSTOMER LOYALTY Novayanti Budiman Yansor Djaya Wahda Penelitian ini bertujuan untuk menganalisis pengaruh dari pemasaran digital dan pemasaran hubungan konsumen terhadap loyalitas ...

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

    OpenAIRE

    Bolten, Jan; Kennerknecht, Raphael; Spiller, Achim

    2006-01-01

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

  10. Analysis of Marketing and Customer Satisfaction in Base Housing Communities of the Monterey Bay Area

    Science.gov (United States)

    2011-06-01

    in Seattle, Washington. The company claims to be based on four basic principles : “exceptional people, strong customer service, market knowledge, and...FtOrd.html Keller, K., & Kotler , P. (2009). A framework for marketing management. Upper Saddle River, NJ: Pearson Education, Inc. Office of...SUBTITLE Analysis of Marketing and Customer Satisfaction in Base Housing Communities of the Monterey Bay Area 5. FUNDING NUMBERS 6. AUTHOR(S

  11. Architecture for Customer Relationship Management Approaches in Financial Services

    OpenAIRE

    Geib, Malte; Reichold, Annette; Kolbe, Lutz; Brenner, Walter

    2005-01-01

    The majority of financial services companies in Germany and Switzerland have, with varying success, conducted customer relationship management (CRM) implementation projects. Nonetheless, the implementation of a specific CRM strategy that is aligned with company profitability and uses integrated information systems for performance measurement as well as for the control of marketing, sales, and service processes has been realized in very few companies.In this paper we present a framework for th...

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

    Directory of Open Access Journals (Sweden)

    Mahmoud ABDEL HAMID SALEH

    2015-10-01

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

  13. Customer service skills for survival.

    Science.gov (United States)

    McAtee, L F

    1999-11-01

    As APICS practitioners, we all must share a common goal. How can we contribute to our company's success? Success can be measured in positive terms of market share, growth, profitability, return on investment, or some combination thereof. Each company must establish its own definition of success. For the purposes of this article, success will be equated to one word that we can all readily identify with: survival. What skills do we need to survive in the marketplace of the next millennium?

  14. Which services, for which customers?

    International Nuclear Information System (INIS)

    Anon.

    1997-01-01

    This paper reports on the discussions that took place during the first round table of the congress about the progresses made by French gas companies in the services proposed to consumers. The different topics discussed concern: the gas tariffs and the monopoly of Gaz de France company, the services offered to consumers and industries, the energy mastery in local organizations, the coordination of works, the development of gas-fueled vehicles and the safety of domestic installations and appliances. (J.S.)

  15. An Emprıcal Study Intend to Evaluatıon of the Service Presenting By The Groups of Accountancy Profession Towards The Relatıonship Marketıng Percept of Customers

    Directory of Open Access Journals (Sweden)

    Yusuf Kaya

    2014-12-01

    Full Text Available The concept of relationship marketing, which the companies operating in service industry adopted from past to present, but the scientific foundations of which have been laid in the last thirty years, stand out with its failure due to the increasing conditions of competition of traditional sense of marketing. The increasing number of members of accounting profession in Turkey has complicated the conditions of survival in this profession. Accordingly, it has been obligatory for the members of the profession to renew and diversify their existing marketing sense. In this study, it was put forward which factors had an impact on customers to prefer the members of accounting profession, and if these factors had a relationship with relations marketing. In the survey study whih was conducted on 755 business managers that purchased accounting service defined via convenience sampling method in Denizli region, it was questioned why they worked with the members of the profession, why they preferred them and to which points they paid attention in selection. The data were subjected to factor analysis in SPSS 15.0 software and nine basic factors were obtained. The results presented that relationshipmarketing had a significant impact on customers to prefer the members of the profession

  16. 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...

  17. Determinants of customer satisfaction with service encounter

    Directory of Open Access Journals (Sweden)

    Ariana Nefat

    2008-12-01

    Full Text Available Service encounters are the focal point of a customer’s perception of a service in terms of its quality, value and customer satisfaction. The paper researches the influence of the components of a service encounter on customer satisfaction. Among several factors that determine customer satisfaction the quality of service, which is related to the characteristics of service, plays an important role. However, a direct insight into the reasons that make a service encounter satisfactory or unsatisfactory is provided by the critical incident technique, where causes of dis/satisfaction differ primarily depending on whether they derive from interpersonal contact or from contact with technology. The evidence of service, which includes people, process and the physical evidence, plays a critical role in a customer’s dis/satisfaction. The influence of these elements cannot be observed separately; it must be observed in their interaction during the delivery of service and their strongest effect is achieved during face-to-face service encounters that have the characteristics of a theatre metaphor. Even though a high level of satisfaction may be achieved after the recovery of a service, enterprises should aim to conduct excellent service encounters right from the start.

  18. Marketing School Food Services.

    Science.gov (United States)

    Wood, Wilma

    1990-01-01

    Marketing the food service program in an Ohio district is directed toward the students and also at the community, school administrators, teachers, and employees. Students are encouraged to follow a healthier way of eating. (MLF)

  19. Investigating online complaint intention and service recovery expectations of clothing retail customers / Simonne Fourie

    OpenAIRE

    Fourie, Simonne

    2014-01-01

    The retail industry is faced with increased customer service demands and a competitive market environment. For retailers to survive in a competitive marketplace, a customer orientation is vital in order to establish and maintain long-term relationships with customers. As the clothing retail industry is characterised as an industry with high human involvement, employee-related service failures are inevitable. Service failures cause the disconfirmation of service expectations which lead to cust...

  20. Financial Services Marketing.

    Science.gov (United States)

    Olson, Lucretia Maria

    This manual contains student assignments in the financial services area of the marketing process. The individualized competency-based materials are intended to enhance and supplement instruction or to provide the basis for a course of instruction by the teacher-coordinator. Information on skills needed in jobs in financial marketing is first…

  1. Marketing mobile imaging services.

    Science.gov (United States)

    McCue, P

    1987-09-01

    Competition in the mobile imaging arena has put radiologists, radiology directors, and other health care professionals in the unfamiliar position of being marketing agents for their services. Mobile imaging is being promoted through consumer advertising as well as through the traditional route of physician referral. This article offers some of the marketing lessons being learned in the mobile arena.

  2. Make customer service a priority.

    Science.gov (United States)

    2017-09-02

    BVA has partnered with Moneypenny, one of the UK's leading outsourced communications providers, to provide members with an effective way to respond to client calls. Moneypenny talked to Pauline Sloan, receptionist at Village Vets in East Lothian, about her practice's experience of using their service. British Veterinary Association.

  3. Relationship Marketing in Legal Services Marketing Strategy

    Directory of Open Access Journals (Sweden)

    Audronė Androšiūnaitė

    2013-04-01

    Full Text Available The article defines the concept of professional services and evaluates the extent, to which legal services could be understood as professional services. In addition, literature analysis in the relationship marketing is presented as well as conclusions on the method for the use of relationship marketing in the development of legal services marketing strategy. Strategies of professional services marketing are completely different from other services marketing because of relations with current clients and competitors, also – singularity of the professional services.Article in Lithuanian

  4. Relationship Marketing and Customer Satisfaction: A Conceptual Perspective

    OpenAIRE

    Deborah O. Aka; Oladele J. Kehinde; Olaleke O. Ogunnaike

    2016-01-01

    This article examined the existing body of literature on transaction and relationship marketing. The specific objectives were to develop a conceptual framework to establish the relationship between relationship marketing and customer satisfaction and to examine the components of relationship marketing on the present ever dynamic world of business. The study identified relationship marketing variables and their impact on customer satisfaction. The framework aimed to provide insights into the s...

  5. Apparel Merchandising Students Learn Customer Service Strategies while Conducting Research.

    Science.gov (United States)

    Paulins, V, Ann

    2000-01-01

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

  6. Total value of the customer and targeted marketing strategies

    OpenAIRE

    Ryals , L.

    2002-01-01

    The literature shows some recent calls for an end to 'unaccountable' marketing (Rust et al., 2001; Sheth and Sharma, 2001) and the use of customer lifetime value as an appropriate marketing metric (Rust et al., 2001). Some commentators recommend the application of shareholder value measures to the valuation of customer relationships (Uyemara, 1997; Mariotti, 1996). The thesis evaluates the application of shareholder value measures to the valuation of customers. Shareholder valu...

  7. Study effective factors on customer compliance in high contact services based on Bandura social - Cognitive theory

    OpenAIRE

    zahra asadi; bahman hajipour

    2014-01-01

    In today's competitive world, all market participants ranging from individuals, organizations should be looking for ways to success in the market. The secret to success high contact service providers as important part of market participants is, compliance and follow customers of high contact service providers the instructions and guidance. In this paper, a model based on Bandura social - Cognitive theory has Provided to customer compliance . According Bandura social - Cognitive theory and t...

  8. Personal Level Customer Orientation in Russian Direct Selling Market

    OpenAIRE

    Alexander Rozhkov

    2014-01-01

    In the modern world the importance of customer orientation cannot be underestimated. It hugely impacts the overall business performance, as well as separate areas of business-customer interaction. In this paper, we examine the role of personal level relations and customer orientation in the direct selling industry in the Russian market. Based on a sample of over 6000 participants in 74 regions of Russia, we develop a model revealing the factors that define the level of customer orientation in...

  9. Factors of Attracting Customers in the Jordanian Consumer Markets: A Case Study of Amman Markets

    Directory of Open Access Journals (Sweden)

    Hisham Ali SHATNAWI

    2016-09-01

    Full Text Available This study aims to identify the influential factors of shopping patterns in commercial markets. The study was carried out on a random sample consisting of 249 consumers in the city of Amman. The study also used a questionnaire as an essential tool to collect data for the study population; also it used scientific research in the field of commercial markets and consumer behaviors in collecting secondary data. After conducting a statistically significant analysis, the study showed the following results: the study sample is affected by the quality of provided services and how much these services exhibit convenience and appropriate use. Also, the promotional policies such as advertising, samples, gifts and withdraw on goods and much more can attract customers towards these markets. Moreover, the study found that psychological factors and consumes’ patterns of purchasing have a direct impact on their choices of commercial markets.

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

    Directory of Open Access Journals (Sweden)

    Ricko Achmadi Putra

    2017-09-01

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

  11. LOGISTICS CUSTOMER SERVICE ON THE EXAPLE OF LOGISTIC’S OPERATOR

    Directory of Open Access Journals (Sweden)

    Joanna WALASEK

    2014-03-01

    Full Text Available The article is an attempt to approach essential issues in modern logistics customer service. It shows the direct link between logistics operations and customer satisfaction before, during and after the service is provided. Third party logistics operator “GAMA” serves as an example of a successful logistics strategy appliance, which translates into high customer satisfaction. A detailed description of logistics services and the role they play in the modern market is provided.

  12. Customer loyalty in a service setting

    NARCIS (Netherlands)

    Bloemer, J.M.M.; Ruyter, de J.C.; Wetzels, M.G.M.

    1998-01-01

    In this paper the antecedents and consequences of perceived service quality in a retail context are examined both from the employee and the customer perspective. We investigate the impact of role stress (role ambiguity and role conflict), on organizational commitment and commitment to quality.

  13. Comprehensive Family Services and Customer Satisfaction Outcomes

    Science.gov (United States)

    Huebner, Ruth A.; Jones, Blake L.; Miller, Viola P.; Custer, Melba; Critchfield, Becky

    2006-01-01

    Comprehensive Family Services (CFS) is a strengths-based and partnership-oriented approach to casework implemented through multiple initiatives. This study examines the relationship between the practice of CFS and satisfaction of clients, foster parents, and community partners. CFS indicators are paired with statewide customer satisfaction survey…

  14. Customer service in libraries best practices

    CERN Document Server

    Harmon, Charles

    2013-01-01

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

  15. Customer driven marketing strategy of LIC international in Bahrain: a product specific study

    OpenAIRE

    Pillai, Rajasekharan; Rao, M S; Thampy, Jaik; Peter, Jerrin

    2011-01-01

    Abstract Marketing of service product requires a slightly different strategy owing to the idiosyncratic nature of service items. The present study explores the customer oriented marketing strategy of LIC International in the Kingdom of Bahrain. The approach of the study was exploratory and personal interview was conducted to contribute major input source to the research. The company has been following a different marketing strategy in the study area different from the conventional approach in...

  16. Social media marketing : Acquiring customer loyalty and relationship management using social media as a marketing channel

    OpenAIRE

    Saqib, Muhammad

    2016-01-01

    Abstract Social media is a marketing phenomenon that is growing very fast. Social media helps creating value for customers in broadcasting the advertising among social networks. Blog posts, videos, pictures, reviews and ratings all have a significant impact on marketing. The purpose of the thesis is to investigate how companies can achieve customer loyalty and customer relationship management using social media marketing and if companies can target new customers by social media. An inductive ...

  17. The role of eligible customers in developing the electricity market in Slovenia

    International Nuclear Information System (INIS)

    Tomsic, M. G.; Fatur, T.; Merse, S.; Zagozen, D.

    2002-01-01

    The role of customers in the electricity market opening in Slovenia is discussed. Customer interest was initially limited to the largest customers, as only they could influence the situation in the first market opening period, from April 15 2001. Broad opening of the market, down to customers with 41 kW connected power (65 percent of total consumption) and full international opening (with a reciprocity clause), is scheduled for January 1 2003. The legal market structure is further defined by the requirement for separation of network ownership and operation, creation of a regulatory body and a regulated third-party access. During the last year before market opening, in 2002, mid-sized and small eligible customers contributed considerably to the creation of a useful electricity market. The effort was spearheaded by a group of customers that joined a project-based customer group. This and other customer groups contributed to a more balanced preparatory process, which is generally dominated by the government agencies and incumbent electricity suppliers. The customers' experts and consultants assisted the regulators in resolving some technical issues, such as setting the rules for auxiliary network services, power balancing and cross-border capacity allocation. The moving force for customer activities is an expectation that electric energy prices will drop, by some 10 percent , from the current levels in Slovenia, towards the levels experienced on the Central European open markets. The developments confirm the hypothesis that electricity market liberalisation, usually driven by legislation (top-down) is effective only when customers gain an adequate role. (author)

  18. Customer satisfaction's metrics in service organizations

    DEFF Research Database (Denmark)

    Pantouvakis, A.; Krystallis, Athanasios

    predictive ability to overall satisfaction. Finally, the relationship between the derived factors and socio-demographic characteristics is also examined. Findings: On the basis of the results presented qualitative and empirical evidence is provided that customer satisfaction and service quality are multi......-dimensional constructs and that those "quality" components together with convenience and cost form the overall satisfaction experienced by the customer. Practical Implications: The use of the proposed model allows the identification of important aspects of the quality and satisfaction concepts. It also enables managers......Purpose: The present study attempts to bring together and combine the "Nordic" dimensions of service quality with the overall satisfaction received from the service. A relationship satisfaction measurement instrument is introduced to investigate and deploy the significant factors that contribute...

  19. Marketing Online Services: Product, Market and Strategy.

    Science.gov (United States)

    Trudell, Libby

    1991-01-01

    Describes characteristics of the online marketplace. Topics discussed include technology barriers; data ownership; markets for online services, including libraries and end users; marketing and promotion tactics, including exhibits and conferences, advertising, direct mail, and user groups; international marketing and service; strategic marketing…

  20. Effect of E-Service Quality on Customer Online Repurchase Intentions

    Science.gov (United States)

    Liu, Tung-Hsuan

    2012-01-01

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

  1. Customer satisfaction's metrics in service organizations

    DEFF Research Database (Denmark)

    Pantouvakis, A.; Krystallis, Athanasios

    to customers' overall satisfaction. Methodology/ Approach: The results are based on a questionnaire survey in 9 major Greek Public hospitals answered by 1298 respondents. Dimensions of satisfaction are derived and confirmed with CFA whereas a multinomial logistic regression model provides evidence on its...... predictive ability to overall satisfaction. Finally, the relationship between the derived factors and socio-demographic characteristics is also examined. Findings: On the basis of the results presented qualitative and empirical evidence is provided that customer satisfaction and service quality are multi......-dimensional constructs and that those "quality" components together with convenience and cost form the overall satisfaction experienced by the customer. Practical Implications: The use of the proposed model allows the identification of important aspects of the quality and satisfaction concepts. It also enables managers...

  2. Hospital marketers sold on value of custom publications.

    Science.gov (United States)

    Rees, T

    1998-01-01

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

  3. Developing Relationships with School Customers: The Role of Market Orientation

    Science.gov (United States)

    Poole, Sonja Martin

    2017-01-01

    Purpose: While the role of relationship marketing to consumers' overall satisfaction with schools has been discussed in the education management literature, empirical studies on the marketing mechanisms that underpin school-customer relationships are limited. The purpose of this paper is to establish the association between market orientation (MO)…

  4. Pengaruh Emotion Marketing dan Experiential Marketing terhadap Customer Loyalty Pondok Khas Melayu di Pekanbaru

    OpenAIRE

    Tauli, Osin

    2012-01-01

    This research is conducted to analyze the influence of emotion marketing and experiential marketing to customer loyalty Pondok Khas Melayu in Pekanbaru on Jl. Jend. Sudirman. The research consists of a dependent variable that customer loyalty (Y) and seven independent variables such as emotion marketing consists of product (X1) and equity (X2), while experiential marketing consists of sense (X3), feel (X4), think (X5 ), action (X6) and relate (X7). The population is the research a the custome...

  5. Customer satisfaction surveys: Methodological recommendations for financial service providers

    Directory of Open Access Journals (Sweden)

    Đorđić Marko

    2010-01-01

    Full Text Available This methodological article investigates practical challenges that emerge when conducting customer satisfaction surveys (CSS for financial service providers such as banks, insurance or leasing companies, and so forth. It displays methodological recommendations in reference with: (a survey design, (b sampling, (c survey method, (d questionnaire design, and (e data acquisition. Article provides appropriate explanations that usage of: two-stage survey design, SRS method, large samples, and rigorous fieldwork preparation can enhance the overall quality of CSS in financial services. Proposed methodological recommendations can primarily be applied to the primary quantitative marketing research in retail financial services. However, majority of them can be successfully applied when conducting primary quantitative marketing research in corporate financial services as well. .

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

    Directory of Open Access Journals (Sweden)

    Ocicka Barbara

    2016-03-01

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

  7. The Effects of Internal Marketing on Customer Satisfaction in Chinese Restaurant Industry A Case Study of Haidilao Hot Pot Restaurant

    OpenAIRE

    Lu, Qing

    2013-01-01

    In service industry, many enterprises believe that external marketing is the most effective way to attract customers. However, they ignore that employees are the service providers whose attitudes and behaviors largely determine customers’ perception towards this corporation. Therefore, enterprises, especially in restaurant industry must implement a good internal marketing since it can motivate employees to create greater additional value for customers thus leading to high customer satisfactio...

  8. [Marketing in health service].

    Science.gov (United States)

    Ameri, Cinzia; Fiorini, Fulvio

    2014-01-01

    The gradual emergence of marketing activities in public health demonstrates an increased interest in this discipline, despite the lack of an adequate and universally recognized theoretical model. For a correct approach to marketing techniques, it is opportune to start from the health service, meant as a service rendered. This leads to the need to analyse the salient features of the services. The former is the intangibility, or rather the ex ante difficulty of making the patient understand the true nature of the performance carried out by the health care worker. Another characteristic of all the services is the extreme importance of the regulator, which means who performs the service (in our case, the health care professional). Indeed the operator is of crucial importance in health care: being one of the key issues, he becomes a part of the service itself. Each service is different because the people who deliver it are different, furthermore there are many variables that can affect the performance. Hence it arises the difficulty in measuring the services quality as well as in establishing reference standards.

  9. Customer satisfaction measurement in emergency medical services.

    Science.gov (United States)

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

    2003-07-01

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

  10. The impact of personal connection on customer behaviours (word-of-mouth intention and retention) in service encounters

    OpenAIRE

    Chen, Ning; Zhao, Qi; Ardley, Barry

    2015-01-01

    In services marketing it is widely acknowledged that a relationship approach may facilitate in customer retention and enhance customer loyalty, and further influence customer post-purchase behaviours e.g. word-of-mouth. In this study, a specific relationship in service encounters, personal connections between customers and service employees, is explored in its indications on different outcomes from service encounters including three types of word-of-mouth behaviour intention and retention. Th...

  11. The influence of People : The Service Marketing benefits of training

    OpenAIRE

    Spetz, Emma; Butler, Laurence

    2008-01-01

    In the past years the competition in the restaurant trade in Umeå is increasing. There is more choice for the customers and thereby the restaurants have to work harder to attract customers. One way is to Market themselves differently. In this research we are studying one way of diversifying Service Marketing, namely through people. Especially in the restaurant sector the frontline employee is an essential part of the service. We argue that by improving the Internal Marketing a business can en...

  12. Service recovery's impact on customers next-in-line

    OpenAIRE

    Van Vaerenbergh, Yves; Vermeir, Iris; Larivière, Bart

    2013-01-01

    Purpose - Previous research considers service recovery as a one-on-one interaction between a service provider and a complaining customer. However, customers frequently complain at the place where they receive the service, making an investigation of the impact of a service recovery on observing customers necessary. Using observational learning theory and attribution theory as theoretical anchors, this paper examines whether observing a service recovery influences the observing customers' satis...

  13. The long-term stock market valuation of customer satisfaction

    OpenAIRE

    Aksoy, Lerzan

    2008-01-01

    Firm valuation has been an important domain of interest for finance. However, most financial models do not include customer-related metrics in this process. Studies in marketing have found that one particular customer metric, customer satisfaction, improves the ability to predict future cash flows, long-term financial measures, stock performance, and shareholder value. However, most of these studies predominantly employ models that are not directly used in finance practice. This article exten...

  14. Marketing assets: relating brand equity and customer equity

    OpenAIRE

    Romero, Jaime; Yagüe, María J.

    2016-01-01

    Purpose: Brand equity and customer equity are inextricably linked. Some authors propose that marketing activities build these intangible assets simultaneously. In contrast, others suggest that brand equity is an antecedent of customer equity. In this research, we aim to shed light about the relationship between brand equity and customer equity, by empirically testing these two alternative explanations. Design/methodology/approach: We propose four research models that reflect these two alte...

  15. 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?

  16. 7 CFR 1212.32 - United States Customs Service.

    Science.gov (United States)

    2010-01-01

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

  17. Incorporating Customer Lifetime Value into Marketing Simulation Games

    Science.gov (United States)

    Cannon, Hugh M.; Cannon, James N.; Schwaiger, Manfred

    2010-01-01

    Notwithstanding the emerging prominence of customer lifetime value (CLV) and customer equity (CE) in the marketing literature during the past decade, virtually nothing has been done to address these concepts in the literature on simulation and gaming. This article addresses the failing, discussing the nature of CLV and CE and demonstrating how…

  18. Using customer contact centres as relationship marketing instruments

    NARCIS (Netherlands)

    van der Aa, Zanna; Bloemer, Josée; Henseler, Jörg

    2015-01-01

    This article investigates whether, to what extent and how customer contact centres influence customer–firm relationships through customer contact centre quality. The proposed model compiles direct and indirect effects of this form of quality on focal relationship marketing constructs, including

  19. Services and the nuclear after-market

    International Nuclear Information System (INIS)

    Masche, G.C.; Daub, R.

    1980-01-01

    What are the business opportunities for a reactor vendor in the nuclear after-market, for servicing the reactor after it has started operating. The range of activities which a vendor can perform on behalf of its customers, and the prospects for growth in this market, are reviewed. Considerable advantages accrue to the utility from hiring outside contractors to undertake maintenance, fuelling, and inspection. Among these advantages are increased availability of the reactor and low radiation exposure for the utility's own personnel. (author)

  20. Characterizing customers at medical center farmers’ markets1

    Science.gov (United States)

    Kraschnewski, Jennifer L.; George, Daniel R.; Rovniak, Liza S.; Monroe, Diana L.; Fiordalis, Elizabeth; Bates, Erica

    2014-01-01

    Approximately 100 farmers’ markets operate on medical center campuses. Although these venues can uniquely serve community health needs, little is known about customer characteristics and outreach efforts. Intercept survey of markets and market customers between August 2010-October 2011 at three medical centers in different geographic regions of the US: Duke University Medical Center, Cleveland Clinic, and Penn State Hershey Medical Center were conducted. Markets reported serving 180–2000 customers per week and conducting preventive medicine education sessions and community health programs. Customers (n=585) across markets were similar in sociodemographic characteristics – most were middle-aged, white, and female, who were employees of their respective medical center. Health behaviors of customers were similar to national data. The surveyed medical center farmers’ markets currently serve mostly employees; however, markets have significant potential for community outreach efforts in preventive medicine. If farmers’ markets can broaden their reach to more diverse populations, they may play an important role in contributing to community health. PMID:24421001

  1. Measuring and managing customer relationship risk in business markets.

    OpenAIRE

    Ryals, Lynette; Knox, Simon

    2007-01-01

    There have been repeated calls from top management and marketing academics for greater accountability in marketing so that the financial returns of marketing investments can be more robustly evaluated. These are coalescing around the issue of whether or not marketing delivers shareholder value. One promising line of enquiry explores customer lifetime value and the profitable management of these relationships. Although helpful, this approach fails to make the final link with ...

  2. 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.

  3. Customer Satisfaction Index – as a Base for Strategic Marketing Management

    Directory of Open Access Journals (Sweden)

    Karolina Ilieska

    2013-11-01

    Full Text Available Customer satisfaction index -CSI results provide: an economic indicator of the quality of economic output; calculation of the net present value of their company’s customer base as an asset over time; information for strategic business applications; a predictor of consumer spending & corporate earnings. In this paper the focus of research is customer satisfaction index as a base for new strategic marketing management. For this purpose I have carried out a survey on representative samples of Macedonian passenger and research services quality and customer satisfaction index (CSI in the macedonian passenger transport.

  4. Customer service in appliance sales departments of selected ...

    African Journals Online (AJOL)

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

  5. Shared service centre in customer management. An inevitable conglomerate or an evil of the liberalisation of the European energy market?; Shared Service Center Kundenmanagement. Notwendiges Konglomerat oder Fluch der Liberalisierung des Energiemarktes in Europa?

    Energy Technology Data Exchange (ETDEWEB)

    Macula, Daniel

    2008-07-01

    The degree to which the German legislature intervenes in the organisational structure of power supply companies is unique worldwide. The purpose of the present study was to examine and describe in detail how these regulatory measures are framed. This scientific inquiry focussed on the planning, implementation and control of shared service centres in power supply companies' customer management. It can already be said that the use of the ''SSC concept'' has led to a more efficient and cost-effective use of customer management among power supply companies and that this contributes to a greater satisfaction on the part of the internal customer. It can be assumed that this concept will gain in popularity, particularly among small-scale power supply companies. These will join forces with partner companies for this purpose in order to streamline processes.

  6. Exploring the impact of customer relational benefit on relationship commitment in health service sectors.

    Science.gov (United States)

    Weng, Rhay-Hung; Huang, Jin-An; Huang, Ching-Yuan; Huang, Shih-Chang

    2010-01-01

    An increasing number of health service sectors have begun to implement relationship marketing to try to establish long-term relationship with customers. Customer relational benefit has been an important subject for relationship marketing researchers. This study was conducted to investigate how customer relational benefit might influence relationship commitment in health service sectors. The research used a questionnaire survey that retrieved a total number of 403 valid questionnaires. The data were collected by way of personal visits and investigations of outpatients in three regional hospitals in Taiwan. After the reliability and the validity of the questionnaire sample were examined, the data were verified by using hierarchical regression analysis. Results showed that confidence benefit constituted the most pronounced factor for hospital customers. Confidence benefit, social benefit, and special treatment benefit were perceived by customers as the key factors that have a positive influence on relationship commitment. In particular, customers placing greater emphasis on confidence benefit tended to be less willing to establish relationship commitment. When health service managers develop marketing strategies using customer relational benefit, they will still need to enhance customer confidence benefit as one of the main ways of achieving future improvements. In the event where health service managers seek to install resources for establishing and maintaining a good relationship commitment with customers, the crucial factors of social and special treatment benefits should not be ignored when seeking to enhance the customers' perception of confidence benefit.

  7. Research on the construction of three level customer service knowledge graph

    Science.gov (United States)

    Cheng, Shi; Shen, Jiajie; Shi, Quan; Cheng, Xianyi

    2017-09-01

    With the explosion of knowledge and information of the enterprise and the growing demand for intelligent knowledge management and application and improve business performance the knowledge expression and processing of the enterprise has become a hot topic. Aim at the problems of the electric marketing customer service knowledge map (customer service knowledge map) in building theory and method, electric marketing knowledge map of three levels of customer service was discussed, and realizing knowledge reasoning based on Neo4j, achieve good results in practical application.

  8. 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.

  9. Personal Level Customer Orientation in Russian Direct Selling Market

    Directory of Open Access Journals (Sweden)

    Alexander Rozhkov

    2014-06-01

    Full Text Available In the modern world the importance of customer orientation cannot be underestimated. It hugely impacts the overall business performance, as well as separate areas of business-customer interaction. In this paper, we examine the role of personal level relations and customer orientation in the direct selling industry in the Russian market. Based on a sample of over 6000 participants in 74 regions of Russia, we develop a model revealing the factors that define the level of customer orientation in personal level interactions.

  10. CUSTOMER EQUITY:MAKING MARKETING STRATEGY FINANCIALLY ACCOUNTABLE

    Institute of Scientific and Technical Information of China (English)

    Ashwin ARAVINDAKSHAN; Roland T. RUST; Katherine N. LEMON; Valerie A. ZEITHAML

    2004-01-01

    The article presents an overview of the literature on customer equity and how customer equity provides an opportunity for marketers to make marketing strategy financially accountable.Traditionally, Return on Investment (ROI) models have been used to evaluate the financial expenditures required by the strategies as well as the financial returns gained by them. However in addition to requiring lengthy longitudinal data, these models also have the disadvantage of not evaluating the effect of the strategies on a firm's customer equity. The dominance of customer-centered thinking over product-centered thinking calls for a shift from product-based strategies to customer-based strategies. Hence, it is important to evaluate a firm's marketing strategies in terms of the drivers of its customer equity. The article summarizes a unified strategic framework that enables competing marketing strategy options to be traded off on the basis of projected financial return, which is operationalized as the change in a firm's customer equity relative to the incremental expenditure necessary to produce the change.

  11. Essays on Customization Applications in Marketing

    NARCIS (Netherlands)

    Adiguzel, Feray

    2006-01-01

    The primary objective of this thesis is to develop and validate new methodologies to improve the collection of data and the effectiveness of promotion customization. This thesis contains two essays. In these essays, we search for optimal combinations of components of questionnaires to design split

  12. Market Segmentation for Information Services.

    Science.gov (United States)

    Halperin, Michael

    1981-01-01

    Discusses the advantages and limitations of market segmentation as strategy for the marketing of information services made available by nonprofit organizations, particularly libraries. Market segmentation is defined, a market grid for libraries is described, and the segmentation of information services is outlined. A 16-item reference list is…

  13. 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.

  14. 14 CFR 259.5 - Customer service plan.

    Science.gov (United States)

    2010-01-01

    ... 14 Aeronautics and Space 4 2010-01-01 2010-01-01 false Customer service plan. 259.5 Section 259.5... REGULATIONS ENHANCED PROTECTIONS FOR AIRLINE PASSENGERS § 259.5 Customer service plan. (a) Adoption of Plan. Each covered carrier shall adopt a Customer Service Plan applicable to its scheduled flights and shall...

  15. Customers for life: marketing oral health care to older adults.

    Science.gov (United States)

    Niessen, L C

    1999-09-01

    Respect for and awareness of the needs of older patients from dental office staff will help such patients feel welcome in a practice. Marketing to older patients is built upon this foundation. In addition, there are other strategies for internal and external marketing aimed at older people. This article addresses the concept of turning aging patients into "customers for life."

  16. Customer satisfaction with the quality of the logistic services

    OpenAIRE

    Małgorzata Lisińska-Kuśnierz; Teresa Gajewska

    2014-01-01

    Background: Logistics services are evaluated mainly by measuring customer satisfaction. Measurement of the customer satisfaction provides the information about how organizations operate as well as how to effectively satisfy customer needs. The aim of this paper is to propose an evaluation model of the customer satisfaction of the quality of the logistic services provided. The research in this paper was focused on the evaluation of the level of customer satisfaction in the context of logistics...

  17. The Customer Loyalty of Patas Purwakarta Train Service Users

    OpenAIRE

    Riyaldi, Muhamad Sapta; Amrizal, Amrizal; Silalahi, Tiur Merry Bunga

    2016-01-01

    The aim of this research is to find out the influence of service quality, ticket price, and customer satisfaction to the customer loyalty. It is a quantitative research using the data analysis method of Path Analysis. The results indicate that both variables of Service Quality (X1) and Ticket Price (X2) have a significant direct influence to the variable of Customer Satisfaction (Y1), whereas the variable of customer satisfaction has a significant indirect influence to the variable of Custome...

  18. Motivating your patients: marketing dental services.

    Science.gov (United States)

    Grönroos, C; Masalin, K

    1990-02-01

    In most industrialized countries the issues of unemployment or under-employment are becoming more critical for the members of the dental associations. In some countries this is creating greater competition between the private practitioners and public health dentists as well as between private dental practitioners themselves. Modern marketing, especially service marketing theory and models, can provide dentists and dental associations with tools to improve their position in relation to patients, political decision makers and other public agencies. However, marketing has to be understood correctly as a philosophy providing a means of approaching the establishing, maintaining and enhancing patient or customer relationships and not as a narrowly defined set of tools. As long as marketing is considered to be external campaigns, such as advertising and not much else, it is bound to fail. Other dimensions of marketing, such as interactive marketing and internal marketing, are of much greater importance to dental practitioners.

  19. Identifying service quality dimensions as antecedents to customer satisfaction in retail banking

    Directory of Open Access Journals (Sweden)

    Iča Rojšek

    2010-06-01

    Full Text Available This paper explores service quality in a retail bank setting in Slovenia and its influence on customer satisfaction. In previous studies both SERVQUAL and SERVPERF scales have been used for measuring service quality. Based on SERVPERF a 28-item scale has been developed for this study. Through factor analysis four dimensions of service quality have been obtained. The results from regression analysis suggest that all four dimensions of service quality as well as service range influence customer satisfaction. The information provided by this research can be used when designing marketing strategies to improve customer satisfaction in retail banking.

  20. Analisa Pengaruh Service Quality Terhadap Customer Loyalty Dengan Customer Satisfaction Sebagai Variabel Intervening Pada Salon Madass

    OpenAIRE

    Surianto, Allan Richardo

    2017-01-01

    Penelitian membahas pengaruh service quality terhadap customer loyatly dengan customer satisfaction sebagai variabel intervening di Salon Madass Surabaya. Sampel penelitian ini berjumlah 100 responden pelanggan Salon Madass yang sudah pernah melakukan transaksi lebih dari 3 kali. Pengukuran dilakukan dari variabel service quality (X1) dengan indikator Reliability, Responsiveness, Assurance, Empathy, Tangible, variabel customer satisfaction (Y1) dengan indikator Fulfillment, Pleasure, Ambivala...

  1. Energy Services in Sweden - Customer Relations towards Increased Sustainability

    Energy Technology Data Exchange (ETDEWEB)

    Sernhed, Kerstin

    2008-06-15

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

  2. A Multicultural Service Sensitivity Exercise for Marketing Students

    Science.gov (United States)

    Rosenbaum, Mark S.; Moraru, Ioana; Labrecque, Lauren I.

    2013-01-01

    Services marketing and retailing courses place service quality at the heart of the curriculum, painting service providers as defenders of their customers' welfare and thwarters of service failures by ushering in recovery solutions. Yet academic literature and the popular press provide evidence that in some cases, service providers act as…

  3. Essays on Customization Applications in Marketing

    OpenAIRE

    Adiguzel, Feray

    2006-01-01

    The primary objective of this thesis is to develop and validate new methodologies to improve the collection of data and the effectiveness of promotion customization. This thesis contains two essays. In these essays, we search for optimal combinations of components of questionnaires to design split questionnaires and product categories to offer promotions. The first essay deals with how to improve collection of data. We focus on split questionnaires to collect data instead of using the more ty...

  4. Pengaruh Customer Relationship Marketing Dan Nilai Nasabah Terhadap Loyalitas Nasabah (Studi Kasus: Pada PT Bank Muamalat Cabang Jambi) the Effect of Customer Relationship Marketing and Customer Value to Customer Loyalty (Case Study: Muamalat Bank Ja

    OpenAIRE

    Harun, Harniza

    2011-01-01

    This study analyzes of the effect of customer relationship marketing  and customer value to customer loyalty. The object of this study is the Jambi branch of Bank Muamalat Indonesia. Research problem refers to the phenomenon of the business to the criticism and suggestions received from the ministry of consumer behavior refers to rumsan problem How to Influence Customer relationship marketing on customer loyalty. The research objective was formulated to seek answers to the flow that affect cu...

  5. Managing customer loyalty in liberalized residential energy markets: the impact of energy branding

    Energy Technology Data Exchange (ETDEWEB)

    Hartmann, P.; Ibanez, V.A. [University of the Basque Country, Bilbao (Spain). Facultad de Ciencias Economicas y Empresariales

    2007-04-15

    In numerous recently deregulated energy markets, utilities previously operating in monopolistic environments are now focusing on customer satisfaction and loyalty. In this study, a conceptual framework is proposed that analyses the effects of brand associations and perceived switching costs on customer satisfaction and loyalty in residential energy markets. Several brand associations relevant to energy branding are identified: perceived technical service quality and service process quality, perception of value-added services, environmental and social commitment of the company, brand trust, price perceptions and brand associations related to the corporate attributes 'innovative and dynamic'. Subsequently, the proposed model is tested in the scope of a representative survey of Spanish residential energy customers. Results indicate that customer satisfaction, brand trust and perceived switching costs are positively related to customer loyalty and that brand trust exerts a stronger influence on customer loyalty than satisfaction and switching costs. Findings also show significant effects of the perception of service process quality and environmental and social commitment on loyalty via customer satisfaction. Implications for energy brand managers and regulators are discussed. [Author].

  6. Managing customer loyalty in liberalized residential energy markets: the impact of energy branding

    International Nuclear Information System (INIS)

    Hartmann, P.; Ibanez, V.A.

    2007-01-01

    In numerous recently deregulated energy markets, utilities previously operating in monopolistic environments are now focusing on customer satisfaction and loyalty. In this study, a conceptual framework is proposed that analyses the effects of brand associations and perceived switching costs on customer satisfaction and loyalty in residential energy markets. Several brand associations relevant to energy branding are identified: perceived technical service quality and service process quality, perception of value-added services, environmental and social commitment of the company, brand trust, price perceptions and brand associations related to the corporate attributes 'innovative and dynamic'. Subsequently, the proposed model is tested in the scope of a representative survey of Spanish residential energy customers. Results indicate that customer satisfaction, brand trust and perceived switching costs are positively related to customer loyalty and that brand trust exerts a stronger influence on customer loyalty than satisfaction and switching costs. Findings also show significant effects of the perception of service process quality and environmental and social commitment on loyalty via customer satisfaction. Implications for energy brand managers and regulators are discussed. [Author

  7. Managing customer loyalty in liberalized residential energy markets: The impact of energy branding

    International Nuclear Information System (INIS)

    Hartmann, Patrick; Apaolaza Ibanez, Vanessa

    2007-01-01

    In numerous recently deregulated energy markets, utilities previously operating in monopolistic environments are now focusing on customer satisfaction and loyalty. In this study, a conceptual framework is proposed that analyses the effects of brand associations and perceived switching costs on customer satisfaction and loyalty in residential energy markets. Several brand associations relevant to energy branding are identified: perceived technical service quality and service process quality, perception of value-added services, environmental and social commitment of the company, brand trust, price perceptions and brand associations related to the corporate attributes 'innovative and dynamic'. Subsequently, the proposed model is tested in the scope of a representative survey of Spanish residential energy customers. Results indicate that customer satisfaction, brand trust and perceived switching costs are positively related to customer loyalty and that brand trust exerts a stronger influence on customer loyalty than satisfaction and switching costs. Findings also show significant effects of the perception of service process quality and environmental and social commitment on loyalty via customer satisfaction. Implications for energy brand managers and regulators are discussed

  8. Marketing planning and digital customer loyalty data in small business

    OpenAIRE

    Donnelly, Christina; Simmons, Geoff; Armstrong, Gillian; Fearne, Andrew

    2012-01-01

    Purpose – Retailer loyalty card marketing intelligence presents actual customer purchasing preferences, competitor activities and performance. Typically, extant literature implies that larger firms with formal marketing planning approaches will be more able to leverage it, structured as it is within a formalized statistical format. Small business literature on the other hand emphasizes their more informal approach to marketing planning. The purpose of this paper is to consider, for the first ...

  9. Comparative analysis of customer satisfaction in postal and banking services

    Directory of Open Access Journals (Sweden)

    Ratković Milijanka

    2017-01-01

    Full Text Available The goal of this study is a comparative analysis of customer satisfaction towards postal and banking services in Serbia. In addition, this paper should provide guidance on how managements of the Post Office and the Bank should behave on the market. The survey was conducted throughout the whole Serbian territory. The subject of the research is to measure the perception of postal and banking services, in order to assess the quality of services and the impact of expectations on the level of perceived quality. Testing and final conclusions about the level of quality of postal and banking services was carried out on the basis of the existing literature and modified SERVQUAL model.

  10. The Impact of Service Quality and Trust to Customer Loyalty Through Customer Satisfaction at Bank Bca Manado

    OpenAIRE

    Tatuil, Anggreiny

    2013-01-01

    Customer satisfaction is the main factor that determines good or not the services company provided. It is a barometer for customers to re-use services company offered or customer loyalty using the E-banking. If the service is disappointing and customer could not believe the service company provided, will have a negative effect both for customers and the bank itself. This research is aimed to analyze the influence of service quality and trust to customer loyalty trough customer satisfaction. T...

  11. Essays in Marketing Strategy: The Role of Customer Integration, Marketing Metrics, and Advertising Effectiveness

    OpenAIRE

    Ptok, Annette

    2017-01-01

    The dissertation, coauthored by Annette Ptok addresses the overall topic of marketing strategy within three different essays. Marketing strategy is a complex bundle of decisions dealing with markets and customer segments to target as well as the communication and delivery of value to the customer always under the consideration of disposable budget investments. Nowadays, there are several challenges managers need to tackle with regard to marketing strategy (Bhasin 2016). The most important cha...

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

    Directory of Open Access Journals (Sweden)

    Cibele Barsalini Martins

    2015-04-01

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

  13. TRENDS IN CONTEMPORARY PORT SERVICES MARKETS

    Directory of Open Access Journals (Sweden)

    Hanna Klimek

    2014-12-01

    Full Text Available This article describes the issues associated with functioning of contemporary seaport services markets. The growth of international supply chains, technical progress and the integration processes in shipping, growth of containerization, increasing competition in the seaport services markets and environmental protection regulations make it necessary for port service providers to adapt to the changing expectations and requirements of their customers, both shippers and, especially maritime, carriers. Thus, the activities they undertake are associated with making investments to ensure an adequate capacity to handle cargo, passengers and means of transport, required quality of service, but also with appropriate organization of port supply centres and lead to an improvement of their competitiveness. Both the factors associated with the external and internal environment of seaports affect the changes in the relationship between the supply and demand on port services markets. Contemporary port services markets are characterized by certain phenomena which can be a sign of their adaptation and development. The aim of this article is to present the essence of the port services market and its relationship with the environment, which subject to rapid and significant changes, creates new conditions for the operation of port supply centres and the entire port services market.

  14. PENGARUH MARKET ORIENTATION TERHADAP SERVICE QUALITY, SATISFACTION DAN LOYALTY PELANGGAN TOKO BUKU GRAMEDIA DI JAWA TIMUR

    OpenAIRE

    FX Agus Subroto

    2013-01-01

    The research objectives were to prove and to analyze the effect of market orientation on service quality, customer satisfaction and loyalty. The research sample consisted of 144 customers. The data were analyzed using Structural Equation Modeling (SEM) with AMOS. The results proved that market orientation had significant effect on service quality; market orientation had significant effect on satisfaction; market orientation had no significant effect on customer loyalty; service quality had si...

  15. The Impact of Evaluating Customer Complaints in Hotel Enterprises and Service Quality Perceptions on Customer Loyalty

    OpenAIRE

    Burhan KILIÇ; Serap OK; Serhat Adem SOP

    2013-01-01

    Service enterprises can maintain competitiveness as long as adapting to constantly changing environmental conditions and customer expectations.enterprise which is unable to satisfy its customers with the service offered, it is observed that customers react to quality of the service with complaining behaviors. Therefore, evaluating the complaints and producing solutions are expected to increase the level of the service quality perceptions and it is generally hoped that this situation creates l...

  16. Customer Service in the Self-Service Era

    Science.gov (United States)

    Quinet, Bart

    2011-01-01

    It can be difficult for any customer service environment to keep up with the whirlwind pace of change in today's technology-centric world. The challenge can be particularly daunting in an institutional setting accustomed to deliberative, consensus-driven change. The Office of the Registrar at Indiana University Bloomington (IUB) has a…

  17. Secrets to effective imaging services marketing.

    Science.gov (United States)

    Leepson, Evan

    2005-01-01

    Marketing outpatient diagnostic imaging services is similar to marketing professional services. However, the definition of marketing outpatient diagnostic imaging goes far beyond textbook and traditional meanings of marketing. There are 5 major trends that are forcing hospitals to market their diagnostic imaging services: demographics, competition, non-radiologist expansion, self-protective practice, and evolving technologies. Before thinking about identifying whom to target to develop a strategic relationship, it is necessary to get a sense of what is going on in the local area in terms of demographic trends. Much of this information can be obtained from the hospital's planning department. Local and state health planning organizations have some of the data and information. It is most critical for imaging departments to manage strategic relationships because they do not have direct access to patients. The department is solely dependent on cultivating relationships if it is to thrive. Diagnostic imaging centers have more freedom than hospitals when considering with whom to develop relationships. There are 5 essential components to any diagnostic imaging services marketing plan: be on top of referral patterns; brag about the organization's service; know the customer; keep communication channels open; and understand that marketing is a family affair. Successful diagnostic imaging marketing is key to an organization's long-term health. Developing and implementing a comprehensive, targeted, and sustained plan is crucial.

  18. Interaction of Employee Loyalty and Customer Loyalty in the Service Industry

    OpenAIRE

    monireh dabooeian; manijeh gharecheh

    2011-01-01

    Abstract The subject of customer loyalty is a focal concern of marketers who seek to identify its antecedents and casual structure with the aim of better understanding of its relationship with employee loyalty, particularly in the service sector. In the service industry the role of staff in creating value is significant, therefore it is argued that maintaining customer loyalty is almost impossible without having loyal employees, since loyal employees offer higher quality services and make ...

  19. Identifying the customer satisfaction factors in furniture market

    Directory of Open Access Journals (Sweden)

    Majid Azizi

    2017-05-01

    Full Text Available Purpose – the purpose of this research is to identify the influential factors on customer satisfaction in the Iranian furniture market in order to get acquainted with the fundamental items for planning future sales programs with the purposes of extolling competitive advantages. Design/methodology/approach – A commixture of 6 items and 31 factors were educed from interviewing with 20 experts in furniture designing and manufacturing industry. The collected data from customer need indexes in previous research were also used. Findings – results showed that such factors as economic factors weighting 0.32, product specifications weighting 0.21 and credibility weighting 0.19 were the most important indexes and price weighting 0.195, fame weighting 0.131, quality, durability and resistance weighting 0.116, paying conditions weighting 0.095, designing and decorating in virtual softwares before ordering weighting 0.074, updatedness weighting 0.064 and interaction approach with the weight of 0.42 were the most considerable influential sub-indexes on the satisfaction of the Iranian furniture market customers. Research limitations/implications – by the enhancement of competition throughout the world markets and the inevitable presence of Iran in it, the market activists’ concentration should shift towards paying comprehensive attention to desires and needs of furniture market customers. Practical implications – some important issues on planning suitable manufacturing and marketing programs in furniture market are introduce so that the activists be aware of considering the growing knowledge and awareness of end-users which increases the pressure on the manufacturer side. There are also some solutions in terms of internal and external organizational factors with regard to the complex nature of competitive environment in furniture market. Originality/value – the paper provides an examination of effective factors on customer satisfaction with a

  20. Network effects, Customer Satisfaction and Recommendation on the Mobile Phone Market

    OpenAIRE

    Thomas Cadet; Sophie Larribeau; Thierry Pénard

    2012-01-01

    On mobile phone markets that have reached the maturity stage, customer recommendation becomes a critical focus for operators to attract subscribers from rival operators. Referral propensity is also an indicator of subscriber satisfaction and loyalty. The aim of this paper is to examine the factors that influence customer recommendation. Precisely, we want to know whether referral propensity is more driven by supply-side effects (i.e. characteristics of mobile services) or demand-side effects ...

  1. Some insights for a relationship marketing model integrating SERVQUAL and customer loyalty in dental clinics

    OpenAIRE

    Vargas Perez, Ana Maria; Grijalvo Martin, Maria Mercedes; Mercado Idoeta, Carmelo

    2012-01-01

    The demand of new services, the emergence of new business models, insufficient innovation, underestimation of customer loyalty and reluctance to adopt new management are evidence of the deficiencies and the lack of research about the relations between patients and dental clinics. In this article we propose the structure of a model of Relationship Marketing (RM) in the dental clinic that integrates information from SERVQUAL, Customer Loyalty (CL) and activities of RM and combines the vision of...

  2. Customer control and evaluation of service validity and reliability

    NARCIS (Netherlands)

    van Raaij, W. Fred; Pruyn, Adriaan T.H.

    1998-01-01

    A control and attribution model of service production and evaluation is proposed. Service production consists of the stages specification (input), realization (throughput), and outcome (output). Customers may exercise control over all three stages of the service. Critical factors of service

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

    OpenAIRE

    Ambarwati Ambarwati; Djumilah Zain Hadiwidjojo; Achmad Sudiro; Fatchur Rohman

    2015-01-01

    Attention on the relationship between customer retention, customer loyalty, and customer satisfaction that serves as "seed" of customer loyalty highlight the important factors for multichannel management. With the growing trends of people in investing their money in bank for securities need to be responded by the marketing department to create better marketing strategies. The purpose of this study is to examine and explain the effect of a multichannel bank on emerald customers retention   in ...

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

    Directory of Open Access Journals (Sweden)

    Małgorzata Czermińska

    2016-09-01

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

  5. Customer satisfaction of mobile telecommunication networks in Ghana: service delivery perspective

    OpenAIRE

    A.R. ABDUL-AZIZ; Bashiru I.I. SAEED; Ayogyam ALEXANDER

    2014-01-01

    Organizations, both private and public, in today’s dynamic marketplaces are increasingly leaving antiquated marketing philosophies and strategies to the adoption of more customer driven initiatives that seek to understand, attract, retain and build intimate long term relationship with profitable customers. This article analyzed customer satisfaction with the service delivery of mobile telecommunication networks in Ghana using a binary logistic regression model. Primary data was collected thro...

  6. Customer Decision Making in Web Services with an Integrated P6 Model

    Science.gov (United States)

    Sun, Zhaohao; Sun, Junqing; Meredith, Grant

    Customer decision making (CDM) is an indispensable factor for web services. This article examines CDM in web services with a novel P6 model, which consists of the 6 Ps: privacy, perception, propensity, preference, personalization and promised experience. This model integrates the existing 6 P elements of marketing mix as the system environment of CDM in web services. The new integrated P6 model deals with the inner world of the customer and incorporates what the customer think during the DM process. The proposed approach will facilitate the research and development of web services and decision support systems.

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

    OpenAIRE

    Mohammad Reza Moghadam; Mahmood Nouraei; Abd-Al-Rasoul Torabi

    2016-01-01

    This research is trying to determine the impact of internal marketing on customer satisfaction and loyalty in Global Distribution of Bunny Chow of Qazvin Branch. The research type was applied research in terms of goal and descriptive-survey research in terms of nature. Sampling methods were census type for staffs and available non- probability for customers. It was used questionnaire to collect data. It was used Cronbach's Alpha to assess reliability of questionnaire. To test questions of...

  8. HR customer service--FedEx.com or BUST!

    Science.gov (United States)

    Gerver, H M

    2001-09-01

    As the "customers" of the benefits department, employees, beneficiaries and retirees deserve best practice service delivery. This article describes a benefits administration operating model that can deliver high levels of customer service by furnishing accurate, consistent and timely information. Performance measurement is a key element in this type of customer satisfaction, particularly when outsourcing vendors are involved in the provision of benefits.

  9. How to give the gift of hospitality. Great customer service.

    Science.gov (United States)

    Schechter, M

    1994-08-01

    Whether it takes the form of greeting customers with a smile, redressing a diner's grievance or conducting special kitchen tours, providing customer service has become the number-one priority in foodservices coast to coast. Operators share tips & training methods that are helping staffs provide the hospitable services today's customers are demanding.

  10. 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

  11. 47 CFR 76.972 - Customer service standards.

    Science.gov (United States)

    2010-10-01

    ... 47 Telecommunication 4 2010-10-01 2010-10-01 false Customer service standards. 76.972 Section 76.972 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE Cable Rate Regulation § 76.972 Customer service standards. (a...

  12. 47 CFR 76.1604 - Charges for customer service changes.

    Science.gov (United States)

    2010-10-01

    ... 47 Telecommunication 4 2010-10-01 2010-10-01 false Charges for customer service changes. 76.1604 Section 76.1604 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE Notices § 76.1604 Charges for customer service changes. If a...

  13. A customer satisfaction model for a utility service industry

    Science.gov (United States)

    Jamil, Jastini Mohd; Nawawi, Mohd Kamal Mohd; Ramli, Razamin

    2016-08-01

    This paper explores the effect of Image, Customer Expectation, Perceived Quality and Perceived Value on Customer Satisfaction, and to investigate the effect of Image and Customer Satisfaction on Customer Loyalty of mobile phone provider in Malaysia. The result of this research is based on data gathered online from international students in one of the public university in Malaysia. Partial Least Squares Structural Equation Modeling (PLS-SEM) has been used to analyze the data that have been collected from the international students' perceptions. The results found that Image and Perceived Quality have significant impact on Customer Satisfaction. Image and Customer Satisfaction ware also found to have significantly related to Customer Loyalty. However, no significant impact has been found between Customer Expectation with Customer Satisfaction, Perceived Value with Customer Satisfaction, and Customer Expectation with Perceived Value. We hope that the findings may assist the mobile phone provider in production and promotion of their services.

  14. Customer Service Analysis of Tactical Air Command Base Level Supply Support

    Science.gov (United States)

    1990-09-01

    other components of the marketing mix , i.e. price, product, and promotion, and identifying the contribution of each of these components to the overall...identify a customer service and marketing strategy (28:6). They set out to test the hypothesis that the " marketing mix components of product, price...relevant criteria identified during the first three phases of the study to determine a strategic marketing mix for the industry (28:9). The variables used

  15. Tourism Marketing: A Service Marketing perspective

    OpenAIRE

    Kannan, Srinivasan

    2009-01-01

    Tourism is a service sector which earns a substantial foreign exchange to developing countries. In India, Kerala is one of the important destination for the international tourists with its unique nature beauty with backwaters, mountains and beaches. To make the tourism a great success one has to take advantage of the modern technology to full extent. Present paper is an attempt to market tourism by adapting the service marketing approach for achieving great success.

  16. 78 FR 14359 - Verizon Business Networks Services, Inc., Specialist-Tech Customer Service, Philadelphia, PA...

    Science.gov (United States)

    2013-03-05

    ... Business Networks Services, Inc., Specialist-Tech Customer Service, Philadelphia, PA; Verizon Business Networks Services, Inc., Specialist-Tech Customer Service, Tampa, Florida; Amended Certification Regarding... should [[Page 14360

  17. Implementing relationship marketing in the service sector – An ...

    African Journals Online (AJOL)

    This paper provides a comprehensive review on the concept of relationship marketing in the service sector of Mauritius, its foundation as well as its development. The various implications of using market segmentation and customer loyalty in these service companies as relational strategies are also discussed. The research ...

  18. The strategic marketing planning – General Framework for Customer Segmentation

    Directory of Open Access Journals (Sweden)

    Alina Elena OPRESCU

    2014-03-01

    Full Text Available Any approach that involves the use of strategic resources of an organisation requires a responsible approach, a behaviour that enables it to properly integrate itself into the dynamic of the business environment. This articles addresses in a synthetic manner, the issues of specific integration efforts for customers’ segmentation in the strategic marketing planning. The essential activity for any organisation wishing to optimise its response to the market, the customer segmentation will fully benefit from the framework provided by the strategic marketing planning. Being a sequential process, it not only allows time optimisation of the entire marketing activity but it also leads to accuracy of the strategic planning and its stages.

  19. Study on Customer Satisfaction with Facilities Management Services in Lithuania

    Science.gov (United States)

    Lepkova, Natalija; Žūkaitė-Jefimovienė, Giedrė

    2012-12-01

    The article introduces the concept and content of facilities management (FM) services. The paper presents the concept of customer satisfaction and discusses the key factors which influence the opinions of customers and their satisfaction or dissatisfaction with the services provided. The article presents two studies: a brief survey of several FM service providers and a survey of customer satisfaction with FM services in Lithuania. The conclusions are given at the end of the article.

  20. Recruiting for Prior Service Market

    National Research Council Canada - National Science Library

    Thomas, Brian A; Givens, Eric

    2008-01-01

    ...) market based on data from: * DMDC (All services) * IRR (HRC-St. Louis) * AC/RC transition (HRC-Alexandria); 2) To recommend possible recruiting pools of applicants from the analyzed market data...

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

    OpenAIRE

    Harryani, Sri

    2017-01-01

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

  2. Pengaruh Relationship Marketing Dan Customer Satisfaction Terhadap Customer Loyalty Pada Penjualan Sepeda Motor Honda Di PT Enam Tiga Sejahtera Tahun 2013

    OpenAIRE

    ., Kadek Rai Suwena, S.Pd., M.Pd.; ., Dr. Iyus Akhmad Haris,M.Pd; ., Jumati

    2014-01-01

    Penelitian ini bertujuan untuk mengetahui pengaruh; (1) relationship marketing terhadap customer satisfaction, (2) relationship marketing terhadap customer loyalty, (3) customer satisfaction terhadap customer loyalty, (4) pengaruh relationship marketing terhadap customer loyalty melalui customer satisfaction. Populasi dalam penelitian ini adalah pelanggan yang telah membeli membeli sepeda motor Honda di PT Enam Tiga Sejahtera tahun 2013, jumlah sampel sebanyak 97 responden, dengan teknik peng...

  3. New Strategies in the New Millennium: Servant Leadership As Enhancer of Service Climate and Customer Service Performance.

    Science.gov (United States)

    Linuesa-Langreo, Jorge; Ruiz-Palomino, Pablo; Elche-Hortelano, Dioni

    2017-01-01

    In a world in which customers are increasingly looking for solutions to their own concerns on how to make a better globalized world, new organizational strategies are emerging to approach the customer in the current third millennium. Servant leadership, which involves putting employees' needs first and serving the broader society, is emerging as a new strategic mechanism to approach the customer in line with the new social values-driven Marketing 3.0 era. Yet research has ignored the role and the various mechanisms servant leadership might utilize to improve customer service performance of their service units. Spanning 185 hotels located in Spain, a sample of 247 service units -in close contact with customers- was used to investigate whether servant leadership enhances customer service performance through shaping a service climate within the service unit. Results revealed that service climate mediates the positive influence of servant leadership on customer service performance. Managers can use these findings to note the value of leading the service unit in a servant friendly direction, which is better aligned with the new aspirations of customers today.

  4. CUSTOMER COST - SECOND IMPORTANT FACTOR FOR IMAGE GAP ANALYSIS OF LIFE INSURANCE SERVICES - BASED ON THE DATA COLLECTION FROM GUWAHATI

    OpenAIRE

    Pankaj Bihani; Prof. Amalesh Bhowal

    2017-01-01

    The concept of Customer Cost was developed by Lauterborn (1990) while developing the customer oriented Marketing Mix- the 4C concept. 4C model replaces the earlier 4Ps of Marketing Mix, here the focus is on customer and the current chapter is all about the second C of this model i.e. Customer Cost or Price in earlier 4P model. The Customer Cost concept is based on the fact that customers are more concerned with the total cost of acquiring a solution of their problem (Product or Service) rathe...

  5. Model of Customer Buying Behavior in the CZ Mobile Telecommunication Market

    Directory of Open Access Journals (Sweden)

    Ondrej Grünwald

    2012-01-01

    Full Text Available The Czech mobile telecommunication market constitutes an oligopoly of three operators, who have built a privileged position and effectively crush any competition. The entry of a new operator has been considered by the government since the end of 2009. The new mobile operator should push down the prices of services, which are the highest in Europe and also affect the development of new mobile services. This paper analyzes consumer behavior in the mobile telecommunication market. It reveals how different elements are considered by customers and what is important when choosing a mobile tariff. With use conjoint analysis, we obtained empirical arguments about the preferences of customersin the Czech Republic. The analysis shows that the relatively high price of services greatly reduces the unsaturated demand in the mobile telecommunication market, and proves that the price is crucial in customer decision-making.

  6. Internal marketing and the quality of service provided by the back-office to the front-office as key factor for customer satisfaction

    OpenAIRE

    Oliveira, Tânia; Alturas, Bráulio

    2010-01-01

    The increase of competitiveness amongst Mozambican financial institutions has led them to dedicate a considerable degree of attention to the quality of the services provided to the client. However, the focus of the Administration in defining strategic objectives and realizing bold commercial plans, often delegates the quality of internal services, between departments, namely the client-internal provider relations to the background. This article discusses an emerging subject in the organizatio...

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

    Science.gov (United States)

    Crossno, J E; Berkins, B; Gotcher, N; Hill, J L; McConoughey, M; Walters, M

    2001-04-01

    In a pilot study, the library had good results using SERVQUAL, a respected and often-used instrument for measuring customer satisfaction. The SERVQUAL instrument itself, however, received some serious and well-founded criticism from the respondents to our survey. The purpose of this study was to test the comparability of the results of SERVQUAL with a revised and shortened instrument modeled on SERVQUAL. The revised instrument, the Assessment of Customer Service in Academic Health Care Libraries (ACSAHL), was designed to better assess customer service in academic health care libraries. Surveys were sent to clients who had used the document delivery services at three academic medical libraries in Texas over the previous twelve to eighteen months. ACSAHL surveys were sent exclusively to clients at University of Texas (UT) Southwestern, while the client pools at the two other institutions were randomly divided and provided either SERVQUAL or ACSAHL surveys. Results indicated that more respondents preferred the shorter ACSAHL instrument to the longer and more complex SERVQUAL instrument. Also, comparing the scores from both surveys indicated that ACSAHL elicited comparable results. ACSAHL appears to measure the same type of data in similar settings, but additional testing is recommended both to confirm the survey's results through data replication and to investigate whether the instrument applies to different service areas.

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

    Directory of Open Access Journals (Sweden)

    Chandra Warsito

    2015-10-01

    Full Text Available The paper aims to determine the effect of service quality on customer satisfaction, service quality, customer satisfaction and image on customer loyalty, quality of service to the company’s image, to determine the image of financial institutions in mediating the relationship variable quality of service and customer satisfaction on customer loyalty. The samples used were 110 customers and methods of analysis used is Structural Equation Modeling (SEM test results find no significant effect of service quality on customer satisfaction; quality of service loyalty; customer satisfaction on customer loyalty; quality of service to the image of the company; customer satisfaction with the company’s image; and the image of the company loyalty; Image of financial institutions PT. BPRS BAS can be used as a variable relationship mediation variable service quality and customer satisfaction on customer loyalty.DOI: 10.15408/aiq.v7i2.1699

  9. The Ties that Bind: Creating Great Customer Service.

    Science.gov (United States)

    Lisker, Peter

    2000-01-01

    Offers suggestions for libraries on how to develop a customer service plan to provide excellent service, create a positive environment for staff members, foster new and continued positive relationships with patrons, and evaluate customer service goals and objectives. Also discusses policies and building appearance. (Author/LRW)

  10. 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…

  11. Managing the market. Focusing on a select group of customers can keep an organization competitive.

    Science.gov (United States)

    MacStravic, R S

    1989-05-01

    The real challenge in healthcare marketing today is managing markets, focusing on selected groups of customers rather than on the organization or its services. Market management includes three distinct but related levels: Strategic market management assesses current and potential markets and chooses those the organization can serve best; segment management focuses on the needs and wants of subsets of chosen customers; and customer management reinforces long-term commitments to the organization. The patient care experience can be broken down into specific contacts with each staff member. The key to managing the experience is to identify and achieve standards of performance for each contact by examining what each event means to the patients and how patients judge each staff member, as well as the overall care experience. Regular feedback helps. An unavoidable risk in market management is that a given segment may decline in size, in need for services, or in cohesiveness as a segment. Yet those organizations which can identify the right segments and "manage" them effectively will have an advantage in a competitive market.

  12. Impact of hotel service quality on the loyalty of customers

    OpenAIRE

    Jasinskas, Edmundas; Streimikiene, Dalia; Svagzdiene, Biruta; Simanavicius, Arturas

    2016-01-01

    The hotel business is rapidly developing due to growing demand for such services as well as the growing opportunities for travel. As a result, hotels face demanding customers, since the requirements for quality grow with an increased use of hotels’ services, in order to increase the competitive ability of a hotel, the issue of customer loyalty is also important. The aim of this article is to assess the impact of the quality of hotel services on the loyalty of customers. In t...

  13. Pengaruh Variable Marketing Mix Terhadap Customer Loyalty Honda-Ramayana Basuki Rachmad Surabaya Dengan Customer Satisfaction Sebagai Variable Intervening

    OpenAIRE

    wijoyo, andrian

    2014-01-01

    The purpose of this study was to determine: (1) Effect of Customer Satisfaction on Marketing Mix dealer Honda-Ramayana in Surabaya. (2) Effect customer satisfaction on Customer Loyalty Honda-Ramayana in Surabaya. (3) How big is the influence variables Marketing mix on Customer Satisfaction dealer Honda-Ramayana in Surabaya. The analysis implements in this research is causal analysis. This research is taken 120 consumers while data is collected by using questionnaire. Analysis technique use...

  14. The Impact of Service Quality and Price to Customer Satisfaction and Customer Loyalty in Swiss-belhotel Maleosan Manado

    OpenAIRE

    Montolalu, Marcelitha T.

    2013-01-01

    Loyalty of the firm´s customers has been recognized as the dominant factors in a business organization´s success. Service quality and price are vital competitive policy to keep customer support and build great base. Hotels are trying to win customer loyalty by providing good quality services, affordable price and also make sure that customers are satisfied. This study is aimed to analyze the influence of service quality and price to customer satisfaction, service quality and price to custome...

  15. Measuring and improving customer satisfaction with government services

    Science.gov (United States)

    Glen D. Alexander

    1995-01-01

    Two years ago, Ohio State Park developed a methodology of measuring customer satisfaction, to gauge the effectiveness of our customer service. What follows is a discussion of our installation of systems to measure and improve customer satisfaction, the interpretation of the data, and the positive results we have enjoyed.

  16. Virtual customer service agents: using social presence and personalization to shape online service encounters

    NARCIS (Netherlands)

    Verhagen, T.; van Nes, J; Feldberg, F; van Dolen, W.

    2014-01-01

    By performing tasks traditionally fulfilled by service personnel and having a humanlike appearance, virtual customer service agents bring classical service elements to the web, which may positively influence customer satisfaction through eliciting social responses and feelings of personalization.

  17. Virtual Customer Service Agents: Using Social Presence and Personalization to Shape Online Service Encounters

    NARCIS (Netherlands)

    Verhagen, T.; van Nes, J.; Feldberg, J.F.M.; van Dolen, W.M.

    2014-01-01

    By performing tasks traditionally fulfilled by service personnel and having a humanlike appearance, virtual customer service agents bring classical service elements to the web, which may positively influence customer satisfaction through eliciting social responses and feelings of personalization.

  18. Market integration of responsive customers : application to energy and balancing markets

    Energy Technology Data Exchange (ETDEWEB)

    Alvarez, C.; Valencia, I.; Alcazar, M. [Univ. Politecnica de Valencia, Valencia (Spain). Inst. of Energy Engineering; Gabaldon, A.; Escriva, G. [Univ. Politecnica de Cartagena, Cartagena (Spain). Dept. of Electrical Engineering

    2009-07-01

    Demand response management methods are now being adopted by many deregulated electric utilities. This article presented details of a method designed to create offers and bids for large electricity customers. The method was developed to analyze daily and monthly energy consumption rates and participation in energy and ancillary service markets in Spain. A simulation was used to analyze day-ahead, inter-daily, and balancing scenarios. Peak demand in winter and summer months was characterized. Energy consumption was analyzed for different demand packages related to air conditioning, outdoor lighting, indoor lighting, and other domestic loads. Prices for each package were calculated in order to assess demand reduction capabilities. Differences between real consumption levels and energy prices bought at real-time prices were compared. An overview of Spanish electricity market structures was provided. Results of the study showed that electricity customers may benefit from participating in demand response programs. It was concluded that lower prices obtained during periods of low electricity production outweighed the higher costs of peak electricity periods. 13 refs., 3 tabs., 9 figs.

  19. Market integration of responsive customers : application to energy and balancing markets

    International Nuclear Information System (INIS)

    Alvarez, C.; Valencia, I.; Alcazar, M.; Gabaldon, A.; Escriva, G.

    2009-01-01

    Demand response management methods are now being adopted by many deregulated electric utilities. This article presented details of a method designed to create offers and bids for large electricity customers. The method was developed to analyze daily and monthly energy consumption rates and participation in energy and ancillary service markets in Spain. A simulation was used to analyze day-ahead, inter-daily, and balancing scenarios. Peak demand in winter and summer months was characterized. Energy consumption was analyzed for different demand packages related to air conditioning, outdoor lighting, indoor lighting, and other domestic loads. Prices for each package were calculated in order to assess demand reduction capabilities. Differences between real consumption levels and energy prices bought at real-time prices were compared. An overview of Spanish electricity market structures was provided. Results of the study showed that electricity customers may benefit from participating in demand response programs. It was concluded that lower prices obtained during periods of low electricity production outweighed the higher costs of peak electricity periods. 13 refs., 3 tabs., 9 figs

  20. New Strategies in the New Millennium: Servant Leadership As Enhancer of Service Climate and Customer Service Performance

    Directory of Open Access Journals (Sweden)

    Jorge Linuesa-Langreo

    2017-05-01

    Full Text Available In a world in which customers are increasingly looking for solutions to their own concerns on how to make a better globalized world, new organizational strategies are emerging to approach the customer in the current third millennium. Servant leadership, which involves putting employees’ needs first and serving the broader society, is emerging as a new strategic mechanism to approach the customer in line with the new social values-driven Marketing 3.0 era. Yet research has ignored the role and the various mechanisms servant leadership might utilize to improve customer service performance of their service units. Spanning 185 hotels located in Spain, a sample of 247 service units –in close contact with customers– was used to investigate whether servant leadership enhances customer service performance through shaping a service climate within the service unit. Results revealed that service climate mediates the positive influence of servant leadership on customer service performance. Managers can use these findings to note the value of leading the service unit in a servant friendly direction, which is better aligned with the new aspirations of customers today.

  1. New Strategies in the New Millennium: Servant Leadership As Enhancer of Service Climate and Customer Service Performance

    Science.gov (United States)

    Linuesa-Langreo, Jorge; Ruiz-Palomino, Pablo; Elche-Hortelano, Dioni

    2017-01-01

    In a world in which customers are increasingly looking for solutions to their own concerns on how to make a better globalized world, new organizational strategies are emerging to approach the customer in the current third millennium. Servant leadership, which involves putting employees’ needs first and serving the broader society, is emerging as a new strategic mechanism to approach the customer in line with the new social values-driven Marketing 3.0 era. Yet research has ignored the role and the various mechanisms servant leadership might utilize to improve customer service performance of their service units. Spanning 185 hotels located in Spain, a sample of 247 service units –in close contact with customers– was used to investigate whether servant leadership enhances customer service performance through shaping a service climate within the service unit. Results revealed that service climate mediates the positive influence of servant leadership on customer service performance. Managers can use these findings to note the value of leading the service unit in a servant friendly direction, which is better aligned with the new aspirations of customers today. PMID:28559873

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

    OpenAIRE

    Rubio Guerrero, Germán

    2014-01-01

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

  3. Linking Service Quality Attributes To Customer Satisfaction in The ...

    African Journals Online (AJOL)

    The purpose of the study was to determine the service quality dimensions of mobile phone services-network performance, service reliability and service accessibility, and to ex-amine the service quality/customer satisfaction link within the context of mobile phone services. An exploratory research design using a quantitative ...

  4. From dissatisfied customers to evangelists of the firm: A study of the Spanish mobile service sector

    Directory of Open Access Journals (Sweden)

    Jesús Cambra Fierro

    2014-07-01

    Full Text Available This paper takes a closer look at factors which serve as a catalyst for transforming initially dissatisfied customers into evangelists of the firm; that is, customers who spread positive word-of-mouth about a company, its products and/or services—and recommend them to other consumers. We propose a conceptual model, rooted in relationship marketing theory, which identifies a set of factors that afford a better understanding of post-service recovery customer transformation processes. The proposed model is empirically tested in the context of mobile telecommunications services using a structural equation modeling approach. Our findings reveal that when companies are capable of designing effective service recovery processes—where customers perceive effort and justice in the outcome—initial dissatisfaction can turn to brand loyalty, long-term commitment and, above all, readiness to speak positively about the company and its products. Finally, the main implications for marketing practice are discussed.

  5. Recruiting for Prior Service Market

    Science.gov (United States)

    2008-06-01

    perceptions, expectations and issues for re-enlistment • Develop potential marketing and advertising tactics and strategies targeted to the defined...01 JUN 2008 2. REPORT TYPE N/A 3. DATES COVERED - 4. TITLE AND SUBTITLE Recruiting for Prior Service Market 5a. CONTRACT NUMBER 5b. GRANT...Command First Handshake to First Unit of Assignment An Army of One Proud to Be e e to Serve Recruiting for Prior Service Market MAJ Eric Givens / MAJ Brian

  6. Service Quality in Hotel Industry - Customer Satisfaction

    OpenAIRE

    Fučíková, Martina

    2009-01-01

    The theoretical part of the master thesis focuses mainly on particular methods to help to identify customer satisfaction with regard to the specific processes in the hotel industry. The practical part determines the customer satisfaction in the hotel Jalta. A customer satisfaction survey based on a research of the web pages www.hrs.com, www.booking.com, www.tripadvisor and the evaluation of questionnaires provided by the hotel Jalta has been carried out. In addition a mystery shopping with an...

  7. The Mediating Effect of Trust, Satisfaction and Commitment on The Relationship Between Service Quality and Customer Loyalty in Islamic Banking of Indonesia

    OpenAIRE

    DIAN ANGGRAECE SIGIT PARAWANSA

    2012-01-01

    Marketing concept is aiming more to concept of customers??? retention by growing loyalty attitude towards product and service offered by company. Marketing orientation change from focus in ???what we sell??? to ???what customers buy???, presumably is deliberation that company obligatory to watch over its connection with the customers. Zeithalm and Bitner (2003) ???marketing concept shifting from ???transaction marketing??? to ???relationship marketing???. Researches while in this time are ...

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

    Directory of Open Access Journals (Sweden)

    Dan Ariely

    2013-04-01

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

  9. 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...

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

    Directory of Open Access Journals (Sweden)

    Ambarwati Ambarwati

    2015-09-01

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

  11. Customer value in a B2B setting : An analysis of potential target markets for the rehabilitation company Svenska-Re

    OpenAIRE

    Idenfors, Evelinn; Kjellin, Jennie

    2012-01-01

    This study aims to investigate potential B2B customer segments in Umeå concerning company-wellness and rehabilitation services. We will investigate the market, identify a prospect target market and evaluate this target market on commission from Svenska-Re. The company Svenska-Re offers a service where customers travel to Gran Canaria, Spain, for a three week rehabilitation program. They offer various programs and are specialized in work-related injuries. By evaluating the target market we wil...

  12. Hyundai’s Customer Satisfaction Analysis in Azerbaijan Market

    Directory of Open Access Journals (Sweden)

    Khayala Babayeva

    2016-12-01

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

  13. Space Mission Operations Ground Systems Integration Customer Service

    Science.gov (United States)

    Roth, Karl

    2014-01-01

    The facility, which is now the Huntsville Operations Support Center (HOSC) at Marshall Space Flight Center in Huntsville, AL, has provided continuous space mission and related services for the space industry since 1961, from Mercury Redstone through the International Space Station (ISS). Throughout the long history of the facility and mission support teams, the HOSC has developed a stellar customer support and service process. In this era, of cost cutting, and providing more capability and results with fewer resources, space missions are looking for the most efficient way to accomplish their objectives. One of the first services provided by the facility was fax transmission of documents to, then, Cape Canaveral in Florida. The headline in the Marshall Star, the newspaper for the newly formed Marshall Space Flight Center, read "Exact copies of Documents sent to Cape in 4 minutes." The customer was Dr. Wernher von Braun. Currently at the HOSC we are supporting, or have recently supported, missions ranging from simple ISS payloads requiring little more than "bentpipe" telemetry access, to a low cost free-flyer Fast, Affordable, Science and Technology Satellite (FASTSAT), to a full service ISS payload Alpha Magnetic Spectrometer 2 (AMS2) supporting 24/7 operations at three operations centers around the world with an investment of over 2 billion dollars. The HOSC has more need and desire than ever to provide fast and efficient customer service to support these missions. Here we will outline how our customer-centric service approach reduces the cost of providing services, makes it faster and easier than ever for new customers to get started with HOSC services, and show what the future holds for our space mission operations customers. We will discuss our philosophy concerning our responsibility and accessibility to a mission customer as well as how we deal with the following issues: initial contact with a customer, reducing customer cost, changing regulations and security

  14. Marketing veterinary services.

    Science.gov (United States)

    Lee, David E

    2006-03-01

    Marketing is a holistic process that goes far beyond a Yellow Page advertisement or a glossy brochure. A thorough evaluation of a market before entry, including best and worst case scenarios, is critical to mak-ing good investments. Veterinarians are fortunate to have a market that is largely protected by barriers to entry and characterized by reasonably high rates of return given minimal risk. Our market base continues to expand and, overall, remains fairly price insensitive. The extent to which a practice can align its capabilities with a product mix that ideally meets its clients' needs will ultimately determine its success.

  15. IDENTIFICATION REQUIREMENTS CUSTOMER SERVICE PROVIDED ON THE LEVEL OF LIGHT INDUSTRY COMPANIES

    OpenAIRE

    MALCOCI Marina; GONCEAR Tatiana

    2015-01-01

    Moldova is a small country whose territory is 350 km from north to south and 150 km from West to East. Analyzing data from the Statistical Yearbook 2012 shows that 437 enterprises were active dealing with textiles, footwear etc., from 2005 - only 310 companies. Motivation is the business of an assured market, the demand for products and services - volume and structure - which manifests itself on the domestic and foreign markets. Improving customer service is one of the main objectives of prod...

  16. A methodological comparison of customer service analysis techniques

    Science.gov (United States)

    James Absher; Alan Graefe; Robert Burns

    2003-01-01

    Techniques used to analyze customer service data need to be studied. Two primary analysis protocols, importance-performance analysis (IP) and gap score analysis (GA), are compared in a side-by-side comparison using data from two major customer service research projects. A central concern is what, if any, conclusion might be different due solely to the analysis...

  17. 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...

  18. Customer satisfaction with the quality of the logistic services

    Directory of Open Access Journals (Sweden)

    Małgorzata Lisińska-Kuśnierz

    2014-03-01

    Full Text Available Background: Logistics services are evaluated mainly by measuring customer satisfaction. Measurement of the customer satisfaction provides the information about how organizations operate as well as how to effectively satisfy customer needs. The aim of this paper is to propose an evaluation model of the customer satisfaction of the quality of the logistic services provided. The research in this paper was focused on the evaluation of the level of customer satisfaction in the context of logistics service as well as on the analysis of importance of ten logistic services attributes influencing customer satisfaction. Methods: The research was conducted on the basis of the questionnaire designed for purchasers of logistic services. The subjects of the research were companies which are using refrigerated transport. Results: To define relation between level of customer satisfaction in the context of logistic service and logistic service attributes impacting this satisfaction Pearson's correlation method was used. In turn the model to evaluate the customer satisfaction in the context of logistic services in scope of refrigerated transport was built using multiple regression and stepwise regression methods.

  19. A new customer service partnership for hospitals and physicians.

    Science.gov (United States)

    Sanford, Kathleen D

    2011-12-01

    To promote better customer service, clinical and finance leaders should work as partners to: Make customer service as important a goal as clinical quality. Educate staff on better communication with patients and families. Perform a root-cause analysis to identify problem trends.

  20. Service loyalty : the effects of service quality and the mediating role of customer satisfaction

    OpenAIRE

    Caruana, Albert

    2002-01-01

    Service loyalty, with its final effect on repurchasing by customers, appears to have received relatively little attention. This study starts by first delineating the concept of service loyalty and proceeds to distinguish between service quality and customer satisfaction. A mediational model that links service quality to service loyalty via customer satisfaction is proposed. Appropriate measures are identified and a postal survey is undertaken among 1,000 retail banking customers. A response r...

  1. The Effect of Relationship Marketing and Brand Image on Customer Loyalty (Case of Astinet Business Customer PT Telkom Witel Makassar)

    OpenAIRE

    Andi Nur Qalby; Abdul Razak Munir; Jusni Jusni

    2018-01-01

    Marketing is an activity that can penetrate space and time. This study aims to determine to know the influence of Relationship Marketing and Brand Image Against Customer Loyalty at PT Telkom Witel Makassar. This type of research is causal (causal relationship research), which is trying to find the relationship of influence between relationship marketing and brand image with customer satisfaction and loyalty ASTINet users. The results showed that Relationship marketing and Brand image have pos...

  2. Customer satisfaction : Cost driver or value driver? Empirical evidence from the financial services industry

    NARCIS (Netherlands)

    Terpstra, Maarten; Verbeeten, Frank H M

    2014-01-01

    We investigate the relation between customer satisfaction, customer servicing costs, and customer value in a financial services firm. We find that customer satisfaction is positively associated with future customer servicing costs, as well as with customer value. The relation between customer

  3. Customer satisfaction: Cost driver or value driver? Empirical evidence from the financial services industry

    NARCIS (Netherlands)

    Terpstra, M.; Verbeeten, F.H.M.

    2014-01-01

    We investigate the relation between customer satisfaction, customer servicing costs, and customer value in a financial services firm. We find that customer satisfaction is positively associated with future customer servicing costs, as well as with customer value. The relation between customer

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

    OpenAIRE

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

    2006-01-01

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

  5. implementing relationship marketing in the service sector

    African Journals Online (AJOL)

    cistvr

    marketing: targeting profitable customers, multiple levels of relationship ... Experience surveys were also held to tap the knowledge and experience of .... to communicate with their customers in Mauritius, the most popular method was by.

  6. 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.

  7. Assessment criteria of Polish customs services effectiveness in customs clearance of foreign trade goods

    Directory of Open Access Journals (Sweden)

    Katarzyna Szmyd

    2013-09-01

    Full Text Available In recent years Polish customs administration has undergone substantial changes not only in its structure but also in terms of tasks execution. Upon Poland’s accession to the European Union the western border was transformed into the internal border whereas the eastern border into the external border of the European Union, which led to a range of changes in the Customs Service. Those transformations made it necessary to lift customs control at border crossings from the western side. While becoming external border of the European Union Poland was obliged to adjust customs procedures to the Union standards. The abovementioned changes necessitated the need for organizational and structural transformation within the Customs Service. While performing statutory tasks the Customs Service provides safety and security for its citizens, makes it easier for reliable entrepreneurs to run their business activity as well as cares for the country’s finances. The effectiveness of the Customs Services depends to a large extent on functional infrastructure, state-of-the-art control devices, reliable communication system and innovative information solutions. It should improve the quality of the services provided, which would facilitate commodity circulation and make it possible to provide the merchandise straight to the entrepreneur, who deals with customs formalities on his or her own. Implementing new solutions – improvements by the Customs Service will provide substantial acceptance of its activities by citizens as well as entrepreneurs through providing more valuable services for the community, creating new possibilities in terms of business servic-ing by tapping into the already existing resources (effectiveness – better resource orientation, economy – better resource employment.

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

    Science.gov (United States)

    Eiriz, Vasco; Figueiredo, José António

    2005-01-01

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

  9. Nuclear reactors in de-regulated markets: Integration between providers and customers?

    International Nuclear Information System (INIS)

    Girard, Philippe

    2006-01-01

    The deregulation of electricity markets has in most cases coincided with the end of state monopolies, where financial risks were borne by customers/citizens. Today, despite an economic advantage, nuclear power development faces two main problems: public acceptance and reticence of investors (banks, utilities shareholders). The development of electricity markets provides different financial instruments in order to hedge financial risks, but it is currently difficult to fix forward contracts for more than three to four years, and this period is insufficient for the financing of a nuclear reactor. A solution could be the evolution of nuclear providers into nuclear operators selling electricity (MWh) rather than selling nuclear capacity (MW), nuclear fuel and services. In this case, their customers would be utilities and big customers aiming to hedge a part of their supplies with long-term contracts or stakes in nuclear reactors without some nuclear constraints. (author)

  10. Social Media Marketing Strategies for Customer Retention in Fitness Industry

    OpenAIRE

    Ilina, Aleksandra

    2015-01-01

    The purpose of the study was to investigate the most effective ways of social media marketing that can be applied for customers’ loyalty management in fitness industry, as well as particular features, benefits, and methods of these strategies. The main idea is to create appropriate guidelines for the case companies to build social bonds with customer that will positively impact on maintaining communication and retention. The data for this study were collected from several sources, such as ...

  11. A foot in the Door: Relationship marketing efforts towards Transaction-oriented customers

    DEFF Research Database (Denmark)

    Andersen, Poul Houman

    2002-01-01

    Despite the growing awareness of relationship marketing, there are still limitations to the range of exchange situations where relationship marketing is applicable. Customers may resist suppliers' attempts to become intimate. This contribution deals with how suppliers seek to overcome customer...

  12. Relationship marketing and customer retention lessons for South ...

    African Journals Online (AJOL)

    relationship marketing, because clients focus on the service aspect and interaction with the .... Through the better management of technology (for example, client ..... Banks should offer employees training sessions, seminars and development.

  13. THE EFFECTS OF SERVICE QUALITY, CUSTOMER SATISFACTION, TRUST, AND PERCEIVED VALUE TOWARDS CUSTOMER LOYALTY

    Directory of Open Access Journals (Sweden)

    Tanisah Tanisah

    2015-03-01

    Full Text Available This purpose of the research is to examine the effects of service quality, customer satisfaction, trust, and perceived value towards customer loyalty in KJKS BMT Bondho Tumoto Semarang. The sample was taken by using incidental sampling techniques and it had 98 customers. The data was analyzed by multiple linier regressions. Test results in partial show that service quality, trust and perceived value gave positive and significant effect towards customers’ loyalty. In contrast, customer satisfaction did not have significant effect towards customers’ loyalty. Then, simultaneous testing show that service quality, customer satisfaction, trust and perceived value gave significant effects towards customers’ loyalty. This study found that from those variables, trust variable gave the biggest effect towards customers’ loyalty.

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

    Directory of Open Access Journals (Sweden)

    Germán Rubio Guerrero

    2014-12-01

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

  15. Green pricing: Customer-oriented marketing of the electricity industry

    International Nuclear Information System (INIS)

    Weller, T.

    1998-01-01

    There are at present about 15 established projects launched by energy suppliers in Germany which deserve to be called ''green pricing'' marketing strategies, and about an equal number of further projects at various stages of development which also offer as a ''green'' incentive for customers electricity from renewable energy sources. Worldwide, there are about 50 established green pricing projects, offered primarily in the USA, Switzerland and the Netherlands, and in Germany. The targeted customers of these projects for the time being are exclusively households that cannot easily switch over to other than their local suppliers. It can be expected that with progressive market liberalisation in Great Britain, the USA and, finally, in Germany, competition for this customer group will rapidly increase the number of green pricing marketing projects in these countries. This is why the article here presents a thorough analysis of the specific features of green pricing contracts, their impact on enhanced development and application of the technology for electricity generation from renewables, and a forecast on future developments. (orig./CB) [de

  16. IT-Driven Customer Service or Customer-Driven IT Service

    DEFF Research Database (Denmark)

    Damsgaard, J.; Hørlück, J.; Jensen, Christian Søndergaard

    2005-01-01

    This case deals with a large European financial institution that has built an extensive IT infrastructure to serve its multi channel approach to its customers at the same time as changing into a modern financial supermarket with a large portfolio of almost all financial services. Experience has...... a strong net presence; the changing role of the IT department, from being supplier of back office systems to delivering the storefront; the challenge of transforming several hundred existing legacy systems to a coherent and multi-layered, Internet-ready IT infrastructure; and modern software development...

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

    Directory of Open Access Journals (Sweden)

    M. Ahsan Akhtar Hasin

    2011-09-01

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

  18. Overall Customer Service Satisfaction - FY 2007 Onward

    Data.gov (United States)

    Social Security Administration — This dataset provides data at the national level for overall satisfaction of customers who have used one of the main methods for conducting business with the agency:...

  19. 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...

  20. Development of services on the electricity market in the USA

    International Nuclear Information System (INIS)

    Augustsson, Kamilla

    1997-10-01

    American electric utilities are developing new services and creating strategic alliances in order to be competitive on a de-regulated market. Separate energy-service companies are created, which offer many services: energy brokers, energy auditing, out-sourcing of energy supply, control of energy bills and information- and communication-services. The report describes how the utilities prepare for the deregulation and what type of services are offered to commercial and industry customers 21 refs, 10 figs

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

    Directory of Open Access Journals (Sweden)

    Boon-Liat Cheng

    2014-06-01

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

  2. Components of Managing the Quality of Customer Service

    Directory of Open Access Journals (Sweden)

    Vovk Viktoriia M.

    2017-12-01

    Full Text Available The aim of the article is to clarify the essence of the concept “service quality”, identify the key criteria affecting the assessment of service quality, and find the points of intersection between the capabilities of the manufacturer and the preferences of the consumer in the process of improving the service quality. In the article the author’s interpretation of the category of service quality is proposed. The carried out research allowed to identify the stages of the service process and offer the criteria for assessing the quality of customer service. Studying the possibilities of enterprises in terms of customer service quality and the preferences of customers themselves allowed to create a model for managing the quality of customer service, which enables taking into account the interaction of the producer and the customer in the process of improving the service quality. Prospects for further research in this area are the testing of the theoretical model for managing the quality of customer service on practical material in a particular industry.

  3. Customer Strategies for Responding to Day-Ahead Market HourlyElectricity Pricing

    Energy Technology Data Exchange (ETDEWEB)

    Goldman, Chuck; Hopper, Nicole; Bharvirkar, Ranjit; Neenan,Bernie; Boisvert, Dick; Cappers, Peter; Pratt, Donna; Butkins, Kim

    2005-08-25

    Real-time pricing (RTP) has been advocated as an economically efficient means to send price signals to customers to promote demand response (DR) (Borenstein 2002, Borenstein 2005, Ruff 2002). However, limited information exists that can be used to judge how effectively RTP actually induces DR, particularly in the context of restructured electricity markets. This report describes the second phase of a study of how large, non-residential customers' adapted to default-service day-ahead hourly pricing. The customers are located in upstate New York and served under Niagara Mohawk, A National Grid Company (NMPC)'s SC-3A rate class. The SC-3A tariff is a type of RTP that provides firm, day-ahead notice of hourly varying prices indexed to New York Independent System Operator (NYISO) day-ahead market prices. The study was funded by the California Energy Commission (CEC)'s PIER program through the Demand Response Research Center (DRRC). NMPC's is the first and longest-running default-service RTP tariff implemented in the context of retail competition. The mix of NMPC's large customers exposed to day-ahead hourly prices is roughly 30% industrial, 25% commercial and 45% institutional. They have faced periods of high prices during the study period (2000-2004), thereby providing an opportunity to assess their response to volatile hourly prices. The nature of the SC-3A default service attracted competitive retailers offering a wide array of pricing and hedging options, and customers could also participate in demand response programs implemented by NYISO. The first phase of this study examined SC-3A customers' satisfaction, hedging choices and price response through in-depth customer market research and a Constant Elasticity of Substitution (CES) demand model (Goldman et al. 2004). This second phase was undertaken to answer questions that remained unresolved and to quantify price response to a higher level of granularity. We accomplished these

  4. Mobile communications data services marketing

    Directory of Open Access Journals (Sweden)

    Stanislav Marušić

    2006-12-01

    Full Text Available Increasing revenue per user is very important for mobile operators because of shrinking growth from mobile voice services on a number of markets. At the same time, a more powerful platform enabling advanced mobile data services has emerged. Therefore, mobile data services offer great possibilities to operators in the future. Marketing plays the key role in offering new and existing data services. Experiences in launching various services, primarily a comparison of Japanese and other experiences, shows that different strategies and marketing mix employed in launching data services can lead to different business results in this area. The needs and preferences of Croatian mobile users are explored in this paper, especially in the following areas: the most used and potentially most interesting data services, a preferred way of paying for these services, the importance of transaction security in mobile payments and a comparison of the use of and interest in such services by users with more advanced mobile terminals and those with older mobile phones. Results imply that a strong and attractive presence of these services in the media is crucial to success. It is also important to communicate clearly the benefits of these services, along with lower prices (or promotional periods as well as easy activation and use. Last but not least: the existence of attractive content and applications (where fair arrangements among all providers of these services is the main prerequisite is essential for a faster adoption and use of these services.

  5. Communicating value from a service dominant logic perspective: the explicitness of the customer's resource integrating role in advertising

    OpenAIRE

    Leroi-Werelds, Sara; Streukens, Sandra; Merken, Anne; Janssens, Wim

    2013-01-01

    Recent research in marketing in general and service logic in particular has indicated that the customer is responsible for his own value creation. The customer has to integrate the resources provided by the firm (goods, services) with other resources by applying his own skills. The customer thus acts as a resource integrator. This paper examines the effects of explicitly stating this customer’s resource integrating role in the advertised message. The results of this study show that the inclus...

  6. New marketing mix stresses service.

    Science.gov (United States)

    Collier, D A

    1991-01-01

    The seven Ps of service management include some nontraditional ingredients to help formulate marketing strategy. Two examples illustrate how competitive advantage can be won or lost based on applying or ignoring the seven Ps.

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

    OpenAIRE

    Ngo, Vu Minh; Nguyen, Huan Huu

    2016-01-01

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

  8. Customer Contribution to improving Service Quality in the Hospitality Industry

    OpenAIRE

    Dragos Constantin Vasile

    2009-01-01

    The actors on the today business stage have no more well-defined roles with clear and rigid borders between them. Hospitality industry in particular is a good example how it has been blurred the roles that customers play in dealing with service providers. The study reveals that customers can influence the quality of hospitality service through performing a qualitycontrol function. This involves a series of activities to be achieved by them: (1) on-the-spot quality control, (2) service failure...

  9. QUALITY OF SERVICE AND CONDITIONS OF CUSTOMER SATISFACTION MEASUREMENT

    Directory of Open Access Journals (Sweden)

    Renata Winkler

    2014-09-01

    Full Text Available The starting point for the considerations made in the article is to compare such categories as product quality and service quality. An essential part of analysis is devoted to the relation of quality of service and satisfaction with the service. In the article discusses the grounds of designing and preparing customer satisfaction survey of services.

  10. Modification and application of ECSI on the Czech service market

    Directory of Open Access Journals (Sweden)

    Kateřina Ryglová

    2005-01-01

    Full Text Available Considering contemporary trends in development of the world’s economy, all kinds of companies are made to analyse and implement new access to firm’s strategies. This article deals with new trends in marketing analysis focused on measurement and evaluation of customer satisfaction. We tried to apply methodology of ECSI (European customer satisfaction index into Czech service market. We counted the total customer satisfaction indexes for two chosen travel agencies (85% for the first travel agency, and 74% for the second one and for two chosen banks (72% for the first bank, and 82% for the second one.

  11. Decision in the matter of a generic hearing in respect to market issues and conduct related to the sale of gas and customer services in the natural gas industry in New Brunswick; Decision en l'affaire concernant une audience generale en ce qui touche les preoccupations du marche et la conduite relative a la vente de gaz et de services a la clientele dans l'industrie du gaz naturel au Nouveau-Brunswick

    Energy Technology Data Exchange (ETDEWEB)

    NONE

    2003-09-02

    In response to changes in the Gas Distribution Act and the Gas Distributor Marketing Regulation, the New Brunswick Board of Commissioners of Public Utilities (Board), issued an order in June 2003 for a generic hearing regarding the sale of gas and customer services in the natural gas industry in New Brunswick. The purpose of the hearing was to have an open discussion among intervenors regarding several issues, such as whether the Code of Conduct provides fair and adequate rules for marketers; should Enbridge Gas New Brunswick (EGNB) be required to follow rules similar to the Code of Conduct; the requirements surrounding letters of credit; the Board's decision on Rules and Regulations regarding the billing conduct of gas distributors and marketers; the information that should be provided by a gas marketer or a distributor to the customer before the customer enters into an agreement for the supply of gas; the need for information on price volatility; the need for EGNB to notify potential customers of all possible suppliers of gas; the removal of automatic renewal clauses from gas retailers' contracts; how the Board should determine if prices are reasonably and sufficiently competitive; financial reporting requirements; the role of the Board in response to customer complaints regarding the sale of gas by a distributor; and, the Board's action regarding Enbridge Atlantic's plan to exit the New Brunswick market. This report provided the response to these issues by 10 intervenors.

  12. Assured clean power enhances customer service

    International Nuclear Information System (INIS)

    Angell, D.; Venosdel, K.; Padaca, V.

    1998-01-01

    Steps taken by Idaho Power Co. (IPCO) in Boise, Idaho, to increase efficiency and reduce costs by installing more distribution automation capabilities were outlined. The utility monitors the quality and reliability of power supplied to hi-tech industrial customers through state-of-the-art, client-server software linked to digital meters. The digital metering was integrated into the company's existing supervisory control and data acquisition (SCADA) and energy management systems (EMS). IPCO's territory covers about 51,800 sq km throughout southern Idaho, eastern Oregon and northern Nevada and consists of 79 towns and a dispersed population of 700,000. Many of the customers are farmers. Seventeen hydro and three coal-fired plants supply the diverse customer population with power through 234 substations. Box and mobile substations are used to reach the company's dispersed customer base. The digital power meters (3710 ACM) from Power Measurements Ltd. of Victoria, British Columbia, were installed about six years ago. They are used to analyze collected data and to prevent the utility from overloading its equipment and risking customer power outages. The data is also used to help farmers increase the efficiency of their water pumps. The meter is programmable, allowing IPCO to choose the information it wants to monitor, including harmonics-created problems in its distribution system. The new meters also eliminate the need for extra transducers to collect voltage, current, watts and VAR information. 2 figs

  13. 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.

  14. Service quality in Islamic banks: The role of PAKSERV model, customer satisfaction and customer loyalty

    Directory of Open Access Journals (Sweden)

    Feras M.I. Alnaser

    2018-04-01

    Full Text Available In service oriented industry, it is very difficult to set a standard rule to satisfy customers. As customer awareness increases on the service offered by banks, expectation from services quality increases too. Quality of a service in banking industry plays an essential role in measuring the performance of banks. Thus, the present study examines the PAKSERV model to measure customer satisfaction and customer loyalty of Islamic Banks in Palestine. A survey method was adopted where data was collected from 482 respondents through structured questionnaire. Structural equation model (SEM was applied to check the hypothesis relationship between proposed constructs. Statistical finding revealed that PAKSERV model had significant impact on customer satisfaction and customer loyalty in Islamic banks of Palestine. Results also revealed that in cultural context PAKSERV model was the most appropriate scale and had predictive power of service quality in banking industry of Palestine. The findings of this study will be helpful for managers and policy makers to improve the service quality in Islamic banks of Palestine.

  15. The Impact of Evaluating Customer Complaints in Hotel Enterprises and Service Quality Perceptions on Customer Loyalty

    Directory of Open Access Journals (Sweden)

    Burhan KILIÇ

    2013-12-01

    Full Text Available Service enterprises can maintain competitiveness as long as adapting to constantly changing environmental conditions and customer expectations.enterprise which is unable to satisfy its customers with the service offered, it is observed that customers react to quality of the service with complaining behaviors. Therefore, evaluating the complaints and producing solutions are expected to increase the level of the service quality perceptions and it is generally hoped that this situation creates loyal customers. In this context, the study was conducted in a five-star hotel operating in İstanbul and the data were collected through questionnaire forms. Descriptive statistics were applied to clarify the data of the study and the frequency values were used. In order to measure the level, direction and the effect of the variables, correlation and regression analysis were consulted.It was understood that displaying positive attitude and behavior to produce solutions for complaints by the service staff, created a positive impact on the perception of service quality. In addition, the customers whose complaints were responded positively exhibited behavioral and attitudinal aspects of loyalty with being repeat customers and recommending the hotel to friends and relatives

  16. 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…

  17. An empirical investigation on factors influencing customer selection of ADSL services

    Directory of Open Access Journals (Sweden)

    Naser Azad

    2013-06-01

    Full Text Available In this paper, we present an empirical investigation on various factors affecting ADSL service selection in city of Tehran, Iran. The proposed model of this paper uses a standard questionnaire and distributes it among randomly selected customers who have some experiences on internet based ADSL products. The study implements factor analysis as well as weighted regression technique to perform the study. There are eight hypotheses associated with the proposed study of this paper, which indicates the effects of product marketing, place and time of marketing mix, process-marketing mix, productivity and quality of marketing mix, people, promotion and education and physical evidence on customer choice. The results of factor analysis have confirmed the impacts of the first four factors but the effects of the other factor were not confirmed. In other words, the results of the survey have indicated that product marketing, place and time of marketing mix, process-marketing mix and productivity and quality of marketing mix influence customer choice. However, the other four components including people, promotion, price and physical evidence do not play essential role on customer choice.

  18. Marketing health services: the engineering of satisfaction.

    Science.gov (United States)

    MacStravic, R S

    1984-12-01

    Service marketing is the engineering of satisfaction, and the key to success is to identify and influence potential customers' expectations and then to fulfill those expectations. Patient satisfaction largely determines both a program's revenues and expenditures and the effectiveness of care received by patients. A program's ability to satisfy patients rests upon three basic elements: research, design, and communication. Research should be on two levels. The first is basic market assessment and analysis, and should reveal overall market potential by focusing on consumers' expectations, unmet needs, and level of satisfaction. From this stage of research, the organization should be able to identify current programs that are secure and stable, those which have significant growth potential, those which are threatened by competition, and those which have little future. This research also should indicate the potential for new programs and for new markets for existing programs. The second level of research focuses on a specific program (whether current or proposed) and is the basis for program design. The organization can tailor the program to consumers' expectations in everything from services provided to price of parking and other amenities. Research also provides a basis for communications. Not only can communications influence a potential customer to try a provider, but also care providers can use communications during and after the service experience to reinforce what might have been a casual decision. Ideally, all communication that occurs between patients and providers should serve marketing as well as diagnostic and therapeutic purposes. It can shape patients' expectations, reinforce satisfaction when those expectations have been fulfilled, and convey the provider's caring and concern.

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

    OpenAIRE

    Shrivastava, Roopal; Shrivastava, Dr.Sangya

    2012-01-01

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

  20. HOSPITAL IMAGE AS A MODERATING VARIABLE ON THE EFFECT OF HOSPITAL SERVICE QUALITY ON THE CUSTOMER PERCEIVED VALUE, CUSTOMER TRUST AND CUSTOMER LOYALTY IN HOSPITAL SERVICES

    OpenAIRE

    Indrianawati Usman

    2017-01-01

    This is an explanatory research, analyzing the hospital image as a moderating variable on the effect of hospital service quality on customer perceived value and trust. Research was conducted at several hospitals in Surabaya Indonesia, especially to outpatients. Data was collected by survey to the outpatients of the hospitals. The purpose of this research was empirically examining the effects of hospital service quality on customer perceived value and customer trust, examine eff...

  1. 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.

  2. Achieving Customer Satisfaction through Integrated Products and Services

    DEFF Research Database (Denmark)

    Raja, Jawwad; Bourne, Dorota; Goffin, Keith

    2013-01-01

    Complex products such as manufacturing equipment have always needed maintenance and repair services. Increasingly, leading manufacturers are integrating products and services to generate increased revenues and achieve customer satisfaction. Designing integrated products and services requires...... a different approach to new product development and a clear understanding of how customers perceive the value they obtain from actual usage of products and services—so-called value-in-use. However, there is a lack of research on integrated products and services and how they impact customer satisfaction....... An exploratory study was undertaken to understand customers' views on integrated products and services and the value-in-use derived from such offerings. As value-in-use and its impacts are complicated concepts, a technique from psychology—Repertory Grid Technique—was used to gather data in 33 interviews...

  3. SERVICE QUALITY, CUSTOMER SATISFACTION AND CUSTOMER LOYALTY OF THE HOTEL INDUSTRY IN UNITED ARAB EMIRATES (UAE): A MEASUREMENT MODEL

    OpenAIRE

    Hassan Abbas Dost Mohamad; Mohd Shukri Ab Yazid; Ali Khatibi; S. M. Ferdous Azam

    2017-01-01

    This study aimed at identifying the determining factors of service quality on customer satisfaction and loyalty towards hotel industry in UAE. This study has investigated the different dimensions of service quality that impact customer satisfaction and customer loyalty in UAE hotels. For this research, primary data were used to identify the dimensions of service quality that impact customer satisfaction and customer loyalty. The use of primary data enabled the researcher to measure all the di...

  4. Marketing implications of loyalty programs on customer relationship management within the airline industry

    Directory of Open Access Journals (Sweden)

    Karamata Ema

    2017-01-01

    Full Text Available One of the most remarkable tendencies on the market of airline services is that nowadays almost every airline company strive to build long-term relationships with customers/users of airline services through loyalty programs. The subject of the paper is to explore the role of Frequent Flyer Programs (FFPs in the scope of customer relationship management in airline industry and to determine whether affiliation to FFPs affects customers to buy tickets from the same airline carrier. For this purpose, an empirical analysis was conducted based on the data obtained from the survey conducted at the Belgrade airport Nikola Tesla, in September 2015. Hypothesis is formed in accordance with the stated aim of the work and was tested by using descriptive and graphical presentation as well as Chi-square statistical test. The results have shown that loyalty programs influence customers when choosing airlines, meaning that Frequent Flyer members tend to use air transportation services of airline carriers which are part of Frequent Flyer Program they belong to, whenever price and timing suit them. Furthermore, the chance of choosing the airline whose Frequent Flyer Program one is member of, increases proportionally to the length of membership and, more importantly, the number of flights that one has realized so far. Based on the tested hypothesis and observed preferences of the travelers, possible marketing implications of the results are pointed out in this article, as well as the analysis of the status and rating of our national airline according to surveyed passengers.

  5. Ontology for customer centric digital services and analytics

    Science.gov (United States)

    Keat, Ng Wai; Shahrir, Mohammad Shazri

    2017-11-01

    In computer science research, ontologies are commonly utilised to create a unified abstract across many rich and different fields. In this paper, we apply the concept to the customer centric domain of digital services analytics and present an analytics solution ontology. The essence is based from traditional Entity Relationship Diagram (ERD), which then was abstracted out to cover wider areas on customer centric digital services. The ontology we developed covers both static aspects (customer identifiers) and dynamic aspects (customer's temporal interactions). The structure of the customer scape is modeled with classes that represent different types of customer touch points, ranging from digital and digital-stamps which represent physical analogies. The dynamic aspects of customer centric digital service are modeled with a set of classes, with the importance is represented in different associations involving establishment and termination of the target interaction. The realized ontology can be used in development of frameworks for customer centric applications, and for specification of common data format used by cooperating digital service applications.

  6. Configuring Product Modularity and Service Modularity for Mass Customization Strategies

    DEFF Research Database (Denmark)

    Bask, Anu; Hsuan, Juliana; Rajahonka, Mervi

    , and how such configurations become the foundations for mass customization strategies. As a result we identify critical characteristics that are relevant for both product and services, and suggest a conceptual framework consisting of twelve dynamic mass customization strategies with paired product...

  7. Import market penetration in services

    OpenAIRE

    Langhammer, Rolf J.

    1991-01-01

    The EC-1992 programme foresees the complete liberalization of trade in services among member countries. To what extent has import market penetration in the Community already begun in selected service industries? Which EC member countries have been the forerunners to date? The following paper uses a new data base released recently by EUROSTAT in an attempt to answer these and other related questions.

  8. Retaining customers in a managed care market. Hospitals must understand the connection between patient satisfaction, loyalty, retention, and revenue.

    Science.gov (United States)

    Gemme, E M

    1997-01-01

    Traditionally, health care patients have been treated by health care professionals as people with needs rather than as customers with options. Although managed care has restricted patient choice, choice has not been eliminated. The premise of this article is that patients are primary health care consumers. Adopting such a premise and developing an active customer retention program can help health care organizations change their culture for the better, which may lead to higher customer retention levels and increased revenues. Customer retention programs based on service excellence that empower employees to provide excellent care can eventually lead to a larger market share for health care organizations trying to survive this era of intense competition.

  9. A REVIEW OF SERVICE QUALITY AND CUSTOMER SATISFACTION IN BANKING SERVICES: GLOBAL SCENARIO

    OpenAIRE

    Rajagopal Subashini; Velmurugan Gopalasamy

    2016-01-01

    The dynamics of service quality and satisfaction of customer on banks situated in various countries indicates that earlier studies offered no consensus over the subject, to confirm the issues and trends of these factors which regulate service quality and customer satisfaction. Now-a-days all public, private and foreign banks play a vital role in retail banking and provide lot of core banking services to all their rural and urban customers to maintain customer loyalty, retention and providing ...

  10. Customer service at MVD field offices : final report 544.

    Science.gov (United States)

    2008-06-01

    Through the Arizona Transportation Research Center, the Arizona Department of Transportation requested that research be performed to determine how Motor Vehicle Division (MVD) office customer service could be improved and wait times could be reduced....

  11. customer-teller scheduling system for optimizing banks service

    African Journals Online (AJOL)

    els Bank Teller scheduling system for optimizing a Banks customer service. The model takes into account real time .... tinuous observation by management personnel and thus results in .... relationships in a mathematical model. A mathematical ...

  12. Management of Customer Service in Terms of Logistics Information Systems

    Science.gov (United States)

    Kampf, Rudolf; Ližbetinová, Lenka; Tišlerová, Kamila

    2017-03-01

    This paper is focused on perceiving the logistic services as the competition advantage in frame of the ecommerce. Customers consider their purchases in its complexity and all the logistic services should be designed to meet with customers' preferences as much as possible. Our aim was to identify and evaluate of customers perceiving in frame of sales proposals offered by e-shops. Collected data of research were processed with the usage of cluster analysis. The aim of this paper is to present the results and conclusions from this research with focus on the elements of logistics services within e-commerce. These outputs can be used for knowledge base of information systems through which enterprises evaluate their decisions and selection of variants. For the enterprise, it is important to appropriate decisions about resource allocation and design of the structure of logistics services were set based on real customer preferences.

  13. Strengthen School Culture Using a Customer Service Audit.

    Science.gov (United States)

    Clement, Nicholas I.

    2002-01-01

    Describes customer-service audit of school district's internal and external communities that included site visits and inspection, focus groups with parents and students, a staff survey, and mystery phone calls to assess phone skills. (PKP)

  14. Improving Customer Service at the Agricultural Development Banks ...

    African Journals Online (AJOL)

    Improving Customer Service at the Agricultural Development Banks in Ghana: An Application of the Queuing Theory. ... African Journal of Management Research. Journal Home · ABOUT THIS JOURNAL · Advanced Search · Current Issue ...

  15. "Check This out": Assessing Customer Service at the Circulation Desk

    Science.gov (United States)

    Long, Dallas

    2012-01-01

    The access services staff at Milner Library, Illinois State University, designed a customer service assessment to evaluate how effectively the department was carrying out its mission statement. Areas of assessment included the department's waiting times, helpfulness, and courtesy. The assessment activity focused on circulation services, which is…

  16. Service Quality and Customer Satisfaction: An Assessment and Future Directions.

    Science.gov (United States)

    Hernon, Peter; Nitecki, Danuta A.; Altman, Ellen

    1999-01-01

    Reviews the literature of library and information science to examine issues related to service quality and customer satisfaction in academic libraries. Discusses assessment, the application of a business model to higher education, a multiple constituency approach, decision areas regarding service quality, resistance to service quality, and future…

  17. Evaluation of Customer Satisfaction with Restaurant Services with ACSI Application

    OpenAIRE

    Derli Luís Angnes; Carlos Alberto Mello Moyano; Jorge Francisco Bertinetti Lengler

    2015-01-01

    Brazil has more than a million bars and restaurants, which are responsible for about 40% of the tourism GDP of the country. Restaurants are business organizations in the gastronomy and service sectors that besides providing individual satisfaction and social life are of great importance for people’s health. The main objective of this study was to validate a model for the customer satisfaction related to the service attributes in restaurants. The American Customer Satisfaction Index (ACSI) wa...

  18. Customer Satisfaction and Service Quality at Fafa's Restaurant

    OpenAIRE

    Tcvetkova, Daria

    2017-01-01

    The commissioning company of this thesis is Fafa’s restaurant, which opened in Tampere in 2016. Fafa’s restaurant is a chain of fast-food concept restaurants located in several cities in Finland. The purpose of the research is to analyse customer satisfaction and service quality at the commissioning company and find positive solutions for its improvement. The theoretical framework of the study includes different theories on customer satisfaction and quality of the service, models and dime...

  19. The factors that influence customer e-services adoption

    Directory of Open Access Journals (Sweden)

    Kamisha Persad

    2015-07-01

    Full Text Available The aim of this paper is to provide an overview of the investigation into customer e-service adoption. The investigation includes a qualitative survey and observation of participants using e-services. E-services are used to attract customers and persuade them to transact online and the customer’s perception of an e-service contributes greatly to e-service adoption or rejection. This paper describes the factors that influence customer perception towards e-services. Relationships between the identified factors were also considered in order to build a conceptual framework. Grounded theory was used for its flexibility, repetitive comparisons of data, and emergence of concepts and theories.

  20. Managing online service recovery : procedures, justice and customer satisfaction

    OpenAIRE

    Singh, Jaywant; Crisafulli, Benedetta

    2016-01-01

    Purpose The Internet has changed the way services are delivered and has created new forms of customer-firm interactions. Whilst online service failures remain inevitable, the Internet offers opportunities for delivering efficient service recovery through the online channel. Notwithstanding, research evidence on how firms can deliver online service recovery remains scarce. This study investigates the impact of two online service recovery strategies - online information and te...

  1. Great gap between customers' taste and market variety in the car market in Iran

    Directory of Open Access Journals (Sweden)

    Mousavi, Farhad

    2014-11-01

    Full Text Available In this paper, types of cars are described by factors, with each factor consisting of different levels. The satisfaction of the customer is determined by the levels of the factors and the price of the car. Two groups of customers with different tastes are identified in the car market in Iran. The two groups cover 82.4 per cent of customers. Based on the values of the factors, the value of each vehicle is obtained for each group. The aim of this research is to obtain a better understanding of customers’ taste, in order to determine the market share of cars and ensure that customers’ needs can be satisfied properly. In this way, companies can develop better strategies and production plans and can increase their market share. The size of each group was determined, as well as their characteristics in terms of gender, age, and education status. Using Tirole’s [27] and Gabszewicz and Thisse’s [12] respective theories, the shares of the car market, according to customers’ demands, were determined. The new method adopted in this study is the generalisation of Tirole’s [27] product differentiation theory to the case in which the pairwise ranking of the products forms an acyclic network and not only a directed path. The estimated demand is compared with the sales data from the last five years. A big gap between the status of the vehicle sales and the customer requirements is observed in the car market in Iran.

  2. Insurance coverage of customers induces dishonesty of sellers in markets for credence goods.

    Science.gov (United States)

    Kerschbamer, Rudolf; Neururer, Daniel; Sutter, Matthias

    2016-07-05

    Honesty is a fundamental pillar for cooperation in human societies and thus for their economic welfare. However, humans do not always act in an honest way. Here, we examine how insurance coverage affects the degree of honesty in credence goods markets. Such markets are plagued by strong incentives for fraudulent behavior of sellers, resulting in estimated annual costs of billions of dollars to customers and the society as a whole. Prime examples of credence goods are all kinds of repair services, the provision of medical treatments, the sale of software programs, and the provision of taxi rides in unfamiliar cities. We examine in a natural field experiment how computer repair shops take advantage of customers' insurance for repair costs. In a control treatment, the average repair price is about EUR 70, whereas the repair bill increases by more than 80% when the service provider is informed that an insurance would reimburse the bill. Our design allows decomposing the sources of this economically impressive difference, showing that it is mainly due to the overprovision of parts and overcharging of working time. A survey among repair shops shows that the higher bills are mainly ascribed to insured customers being less likely to be concerned about minimizing costs because a third party (the insurer) pays the bill. Overall, our results strongly suggest that insurance coverage greatly increases the extent of dishonesty in important sectors of the economy with potentially huge costs to customers and whole economies.

  3. New trends in innovation and customer relationship management: a challenge for market researchers.

    OpenAIRE

    Maklan, Stan; Knox, Simon; Ryals, Lynette

    2008-01-01

    For decades, one of the key roles of market research has been to help companies forecast customer acceptance of innovation and of changes to the marketing mix (the 4Ps). However, traditional market research is in danger of being left behind by new practices in sales, marketing and R&D. Reflecting an increasingly participative approach to customer relationships, these disciplines are moving towards customer involvement and co-creation of value rather than innovation mainly ge...

  4. The role of Customer Involvement in Library E-services

    DEFF Research Database (Denmark)

    Scupola, Ada; Nikolajsen, H. W.

    2009-01-01

    We investigate customer involvement in the development of e-service within research Libraries. By revisiting earlier research on innovation processes as well as newer research on new product and new service development we derive a conceptual model on different actors that are important in the pro......We investigate customer involvement in the development of e-service within research Libraries. By revisiting earlier research on innovation processes as well as newer research on new product and new service development we derive a conceptual model on different actors that are important...

  5. Embracing a Customer Service Mindset: A Fresh Examination of Services for Distance Learners

    Science.gov (United States)

    Steiner, Heidi

    2013-01-01

    Library literature and blogs frequently discuss customer service and user experience in physical libraries and Web sites, but little is said about this mentality toward services for distance learners specifically. This paper takes customer service best practices from well-known thinkers of the business world and makes connections to services for…

  6. Customer satisfaction with retail banking services in Ghana

    DEFF Research Database (Denmark)

    Narteh, Bedman; Kuada, John

    2014-01-01

    This article reports a study of the determinants of customer satisfaction of retail banking services in Ghana and discusses the strategic implications of the findings for the retail banks. We reviewed the extant literature to identify theoretical determinants of customer satisfaction in retail......, core and tangible dimensions of service to be the major determinants of customer satisfaction in retail banking in Ghana. Technology also loaded onto the core and tangible dimensions of service quality...... banking and their measurement scales. These were adapted to build a conceptual framework for the empirical investigation conducted. Data were collected using a questionnaire administered through personal interviews to 650 customers of retail banks and the results were factor analysed. We found relational...

  7. Assessing customer satisfaction for improving NOAA's climate products and services

    Science.gov (United States)

    Meyers, J. C.; Hawkins, M. D.; Timofeyeva, M. M.

    2009-12-01

    NOAA's National Weather Service (NWS) Climate Services Division (CSD) is developing a comprehensive climate user requirements process with the ultimate goal of producing climate services that meet the needs of NWS climate information users. An important part of this effort includes engaging users through periodical surveys conducted by the Claes Fornell International (CFI) Group using the American Customer Satisfaction Index (ACSI). The CFI Group conducted a Climate Services Satisfaction (CSS) Survey in May of 2009 to measure customer satisfaction with current products and services and to gain insight on areas for improvement. The CSS Survey rates customer satisfaction on a range of NWS climate services data and products, including Climate Prediction Center (CPC) outlooks, drought monitoring, and ENSO monitoring and forecasts, as well as NWS local climate data services. In addition, the survey assesses the users of the products to give the NWS insight into its climate customer base. The survey also addresses specific topics such as NWS forecast category names, probabilistic nature of climate products, and interpretation issues. The survey results identify user requirements for improving existing NWS climate services and introducing new ones. CSD will merge the survey recommendations with available scientific methodologies and operational capabilities to develop requirements for improved climate products and services. An overview of the 2009 survey results will be presented, such as users' satisfaction with the accuracy, reliability, display and functionality of products and services.

  8. Investigating the service brand: A customer value perspective

    Directory of Open Access Journals (Sweden)

    Leyla Heydari

    2014-04-01

    Full Text Available This paper examines the effect of the service brand on the customer value–loyalty process. The study includes the traditional effect of brand image plus three additional influences, which reflects the broader service perspective including company image, employee trust, and company trust. Using survey data of a sample of 385 bank customers, the analysis indicates there is a direct influence of some of the perspectives of the brand on customers' perceptions of value. The results indicate that brand image, organization image, trust to firm influence positively on quality of services. In addition, brand image, organization image, quality of services and trust to firm influence on customer’s perspective where quality of services maintains the lowest impact and corporate image has the highest impact on customer’s perspective.

  9. Investigating The Role Of Customers In Service Innovation

    DEFF Research Database (Denmark)

    Scupola, Ada; Nicolajsen, Hanne Westh; Falch, Morten

    2009-01-01

    In this article, we investigate to what extent research libraries involve users in services innovation and what are these user roles. By drawing on earlier research on innovation, new product development and new service development we look at the theoretical possibilities for drawing on users...... in service innovation. Results from a case study show that libraries are making some attempts to draw on users in service innovations. We found that the library involves users in three ways:" customer as user", however mainly in an indirect form;" customers as a resource" and "customer as co......-creator; the latter is though at an infant stage. The main conclusion is that there are unexplored possibilities for user involvement in service innovations in research libraries. The explanation seems to rest on a conservative view from the library on user's visions and the methods in use for approaching...

  10. Determinants Of Customer-Perceived Service Quality In Senior-Care Industry And Their Relationship To Customer Satisfaction And Behavioral Intentions: Research Findings From Taiwan

    OpenAIRE

    Hsing-Yun Chang; Cho-Pu Lin; Meng-Yun Tsou; Chien-Ting Chen

    2011-01-01

    The senior-care market has been on the rise in Taiwan, especially in rural areas. Soaring competition among senior-care operators has led to escalating consumer demands on performances, driving the industry to become more customer-oriented. The authors examined the relationship between service quality of senior care and customer satisfaction in rural Taiwan based on Parasuraman, Zeithmal and Berrys SERVQUAL ten dimensions (i.e., access, communication, competence, courtesy, credibility, reliab...

  11. Analisis Pengaruh E-Service Quality terhadap Customer Satisfaction yang Berdampak pada Customer Loyalty PT Bayu Buana Travel Tbk

    Directory of Open Access Journals (Sweden)

    Hansel Jonathan

    2013-09-01

    Full Text Available The purpose of this study is to determine the effect of e-service quality on customer satisfaction and its impact on customer loyalty of PT Bayu Buana Travel, Tbk. With non-probability technique (census, questionnaires were collected and used in data processing using Structural Equation Modeling with WarpPLS program and Importance Performance Analysis methods. Based on this research, it was found that e-service quality has an influence on customer satisfaction, customer satisfaction has an influence on customer loyalty, e-service quality has an influence on customer loyalty, and e-service quality and customer satisfaction has an influence on customer loyalty. The e-service quality attributes, such as the website providing accurate information, the website having a good reputation, all online payment be confirmed, the website easy to use, and the products/services on the website delivered according to the time, need to be improved and enhanced.

  12. Assessment of Customer Satisfaction in Transportation Service ...

    African Journals Online (AJOL)

    Administrator

    Definition of Service. As quoted by Palmer and Cole (1995: 38), Kotler and. Armstrong define services as “Any activity or benefit that one party can offer to another that is essentially intangible ... Kotler (1999: 55) define quality as “The totality of features and ... of satisfying that expectation and getting competitive advantage.

  13. The heat market and the large customers; Vaermemarknaden och storkunderna

    Energy Technology Data Exchange (ETDEWEB)

    Maardsjoe, Olle

    2007-12-28

    distribution systems and will be forced to charge higher prices in order to cover the increase in set costs. All in all, the composition of the price of district heating constitutes a business risk as it affects the long-term behaviour of customers. In addition to this, there are also risks due to the weather, fuel prices, the cost of finance, etc. Competition model and skills balance sheets are used as a basis for discussion of how property owners can organise and implement energy and cost savings. The criteria differ for smaller and larger property owners. The smaller ones are unable to maintain their own skills base; instead, they have to buy in skills for both analysis and implementation. Their skills as regards buying these services may be limited. The odds are against property owners with not much in the way of resources, and they would benefit greatly from having assistance and support to help them work effectively. Conditions are better for major property owners. They can either build up organisations of their own or acquire external assistance by professional means. Their larger property stock allows them to implement benchmarking between various initiatives and make the most of the results. District heating companies should have every opportunity to help property owners make savings on energy. As long as the price of district heating is correct in terms of cost with regard to the cost of generation, and as long as the company's profit margin is covered mainly by the set element of the price, district heating suppliers do not need to suffer financial harm on account of energy savings. Using the skills available among contractors, using energy savings as a business concept, district heating companies can add even more value for property owners. Furthermore, this will also make it easier to increase utilisation of distribution networks and reduce generation costs. The competitiveness of district heating companies on the heating market can be enhanced by means of

  14. Centralization of Authority, Market Orientation, and Customer Relationship Management in the Banking Sector: A Study in India

    Directory of Open Access Journals (Sweden)

    Jose VARGHESE

    2017-06-01

    Full Text Available Buyer-seller exchange relationship in the personal selling context is a topic of great interest in the financial services sector. In today’s highly competitive scenario where market offers are largely homogenous, an organization’s relationship orientation is found to have a significant impact on the extent to which relationships are developed between salespeople and the customers. Customer oriented selling approach benefits both the salesperson and the organization since it has got positive associations with customer relationships. The strength of the relationship between market orientation and salesperson’s customer orientation can, however, be affected by the organization’s decision to regulate authority. This paper attempts to understand the influence organization’s regulation of authority on orientation at an individual and organizational level in the financial services industry.

  15. Understanding customer satisfaction in the UK quick service restaurant industry: The influence of the tangible attributes of perceived service quality

    OpenAIRE

    Nguyen, Q.; Nisar, T.; Knox, D.; Prabhakar, G.

    2018-01-01

    The purpose of this study is to examine the impact of the five dimensions of service quality on customer satisfaction in the UK fast food market and to indicate which factors among the five dimensions have a main role in driving overall customer satisfaction.\\ud Primary data in the form of 147 questionnaire responses werebeen collected from a variety of quick service fast food restaurants in the UK. Likert seven-point rating scales were used to structure the questionnaire. Data were collected...

  16. HOSPITAL IMAGE AS A MODERATING VARIABLE ON THE EFFECT OF HOSPITAL SERVICE QUALITY ON THE CUSTOMER PERCEIVED VALUE, CUSTOMER TRUST AND CUSTOMER LOYALTY IN HOSPITAL SERVICES

    Directory of Open Access Journals (Sweden)

    Indrianawati Usman

    2017-12-01

    Full Text Available This is an explanatory research, analyzing the hospital image as a moderating variable on the effect of hospital service quality on customer perceived value and trust. Research was conducted at several hospitals in Surabaya Indonesia, especially to outpatients. Data was collected by survey to the outpatients of the hospitals. The purpose of this research was empirically examining the effects of hospital service quality on customer perceived value and customer trust, examine effects of customer perceived value and customer trust on customer loyalty. Moreover This research also examined the variable of hospital image as a moderating variable in the effects of hospital service quality on customer perceived value and customer trust. The result of this research gave a perspective to hospital management about the importance of building patient trust, since trust is very important, even more important than satisfaction level. Further studies with more emphasis on identifying the factors building patient trust to the hospital in order to raise customer loyalty should be conducted.

  17. Using Neural Networks in Modeling Customer Loyalty in Passenger Cars Maintenance and Repair Services

    Directory of Open Access Journals (Sweden)

    Aleksander Lotko

    2018-05-01

    Full Text Available Background: In the study, we researched if it is possible to identify the segments of customers of auto repair shops with the use of neural networks? The study attempts to contribute to literature by way of classifying customers of the auto repair shops, accordingly to their loyalty, with the use of advanced statistical methods. Methods: The paper covers classification trees, neural networks, and cluster analyses that were applied in order to classify customers according to their loyalty. Results: It has been proved that three groups of factors influence loyalty: (1 social and demographic factors concerning customer characteristics; (2 technical factors concerning the vehicle and the manner of its use; and (3 factors defining the evaluation of the service quality provided by the auto repair shops. Four segments of customers which vary in terms of formal characteristics and assessment of the quality of services were obtained. Conclusions: (1 identification of factors shaping customers’ loyalty; (2 possibility of checking which changes of the quality of services may influence the loyalty of the customers; and (3 identification of the segments of the customers in the case of which the marketing strategies applied to increase the loyalty, must be treated with the utmost priority.

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

    OpenAIRE

    Ryals, Lynette; Knox, Simon

    2005-01-01

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

  19. Changing Information Management in Product-Service System PLM: Customer-Oriented Strategy

    OpenAIRE

    Smirnov , Alexander; Shilov , Nikolay; Oroszi , Andreas; Sinko , Mario; Krebs , Thorsten

    2017-01-01

    Part 11: Product, Service, Systems (PSS); International audience; Increasing competition and appearance of new information and communication technologies makes companies to introduce new production and marketing models. The paper shares the experiences of improving PLM information management at an automation equipment manufacturer caused by implementation of product-service systems and their customer-driven configuration. Though the research results are based on the analysis of one company, t...

  20. The Role of Customer Engagement in Enhancing Passenger Loyalty in IndonesianAirline Industry: Relationship Marketing Approach

    Directory of Open Access Journals (Sweden)

    Raditha Hapsari

    2015-09-01

    Full Text Available Scholars and practitioners agree that organisations cannot rely on transactional marketing since customers demand more personalized goods and services. Consequently, organisations need to build a relationships based on a mutual exchange with their customers to satisfy their needs and wants and customer relationship emerged to enhance long-term customer profitability. Customer perceived value have been widely accepted as important antecedents improving customer loyalty. However, only a few published studies have the integrated customer engagement construct with the other important marketing constructs to examine the interrelationship among them. This research aims to examine the interrelationships among perceived value, customer engagement and customer loyalty. Focus group discussions, and a survey of 250 Indonesian airline passengers in East Java Province, Indonesia, were conducted to satisfy the research objectives. In order to carry out a comprehensive investigation of the relationship between variables, a quantitative approach is used in this study. The methods used to analyse the data are Confirmatory Factor Analysis (CFA to test the model fit and Structural Equation Modelling (SEM to test the hypothesis. Sobel’s test is also used to test the mediating role of customer engagement. The findings of this study indicate while customer perceived value consistently influences loyalty, customer engagement is also proven to be an antecedent of loyalty. Furthermore, customer engagement is also proven to play a mediating role which strengthens the relationship between perceived value and loyalty. The results of the empirical analysis is supported by previous studies that suggest customer engagement is a new construct that has an important role to play in enhancing passenger loyalty.

  1. Customer Relationship within the Furniture Design Market : A qualitative study of how companies within the furniture design market relate to the challenges connected to customer loyalty

    OpenAIRE

    Wahlström, Marie-Louise; Bergström, Jenny

    2010-01-01

    Background: The customer relationship is becoming more important for companies within the Swedish furniture design industry due to competition for market shares. The market is getting more crammed while the interest for furniture design amongst people is increasing, therefore furniture design companies need to find effective ways to attract loyal customers. Research has been made to show the importance of collaboration between companies and this is something that can increase the market share...

  2. Variables contributing to an excellent customer service management profile within the regulated electric utility industry: A comparison of self-concept with customer satisfaction for customer service management

    Energy Technology Data Exchange (ETDEWEB)

    Johnson, L.E.

    1991-01-01

    This research sought to address the relationship between self-concept and customer satisfaction: can customer satisfaction with a major electric utility be explained in terms of the self-reported, self-concept of the utility's managers The population to which the results of this study were generalized consisted of customer service managers in public electric utilities across the United States. In order to represent this population, a sample was selected consisting of customer service managers at a midwestern electric utility based in a large metropolitan area. Participants in this study were managers of four direct customer contact service organizations within six geographic division organizations. The methodology included comparisons of these four customer contact service organizations on twelve independent, self-concept variables and six customer satisfaction dependent variables using Analysis of Variance (ANOVA), Scheffe' tests, Chi-Square, and Stepwise multiple regression. The groups were found not to be significantly different and knowledge of the self-concept scores for managers will not increase the ability to predict customer satisfaction over no knowledge of self-concept scores.

  3. Including customers in health service design.

    Science.gov (United States)

    Perrott, Bruce E

    2013-01-01

    This article will explore the concept and meaning of codesign as it applies to the delivery of health services. The results of a pilot study in health codesign will be used as a research based case discussion, thus providing a platform to suggest future research that could lead to building more robust knowledge of how the consumers of health services may be more effectively involved in the process of developing and delivering the type of services that are in line with expectations of the various stakeholder groups.

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

    Directory of Open Access Journals (Sweden)

    Ngo Vu Minh

    2016-06-01

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

  5. 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)...

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

    Science.gov (United States)

    Johnston, C M; Upton, E M

    1991-01-01

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

  7. The Existence of Overall Satisfaction in Service Customer Relationships

    Directory of Open Access Journals (Sweden)

    Zulganef Zulganef

    2006-09-01

    Full Text Available Garbarino and Johnson (1999 find that there is no correlation between overall satisfaction and loyalty in the field of customer relationship. Their finding indicates that satisfaction is no longer an important issue in managing service organizations. This research investigates the existence of satisfaction in service organizations, which have relationships with customers. Contrary to Garbarino and Johnson’s (1999 finding, this research finds that overall satisfaction, through commitment, has a relationship with loyalty. Hence, customer satisfaction is still a main issue with respect to managing service organizations, especially service organizations that have customer-relationship strategy. Survey method was conducted to test 12 hypotheses, and the sample of this research is customers of credit cardholders and supermarket cardholders. Sample size is 382 consisting of 196 (51.3% credit cardholders and 186 (48.7% supermarket cardholders. Data were analyzed using two-step structural equation modelling technique. In addition, this research also shows that investigators and managers should pay attention to affects, because affects have a unique role in relationship customer behavior.

  8. Assessment of Customer Satisfaction in Transportation Service ...

    African Journals Online (AJOL)

    Administrator

    adequate capacity that can meet and satisfy their requirements and reached at .... Tengstron (2005), bus services are flexible, cost effective and equitable mode of ...... attention, it could not be continued and currently there is no adequate ...

  9. Service Quality and Customer Satisfaction on the Value Effect of Services: An Application in Railway Transport

    Directory of Open Access Journals (Sweden)

    Cemalettin DEMİRELİ

    2014-12-01

    Full Text Available The importance of passenger transportation by rail increased with highspeed trains to put in service although scientific studies related YHT has been rather limited. In this study, high-speed train service and quality of the services values offered in sizes revealed and their effect on the customer satisfaction of this size is revealed. This study has been applied to the 630 high-speed train travelers customers. Customer satisfaction is measured in three items of the one-dimensional. When The relationship between customer satisfaction with service quality and service value examined, no relationship with satisfaction and communication which the sub-dimensions of service quality and low levels relationship between the other dimensions has been determined. Research results in terms of creating customer satisfaction in YHT services, the importance of service quality and service value are put forward

  10. Predicting Customer Lifetime Value in Multi-Service Industries

    NARCIS (Netherlands)

    A.C.D. Donkers (Bas); P.C. Verhoef (Peter); M.G. de Jong (Martijn)

    2003-01-01

    textabstractCustomer lifetime value (CLV) is a key-metric within CRM. Although, a large number of marketing scientists and practitioners argue in favor of this metric, there are only a few studies that consider the predictive modeling of CLV. In this study we focus on the prediction of CLV in

  11. The Effect of Islamic Marketing and Corporate Image on Customer Satisfaction and Customer Loyalty (Study on Customers of PT Bank Muamalat Indonesia Malang Branch Office)

    OpenAIRE

    Setyono, Langgeng

    2015-01-01

    The aim of this research was to examine the effect of Islamic marketing and corporate image on customer satisfaction and customer loyalty. This research used explanatory research and quantitative approach. Population in this research was customers of saving product in Bank Muamalat Indonesia Malang Branch Office. Questionnaires were distributed to 138 respondents by purposive sampling technique. Data analysis technique involved path analysis and descriptive analysis. Based on calculation of p...

  12. Financial Services and Emerging Markets

    NARCIS (Netherlands)

    B. Karreman (Bas)

    2011-01-01

    textabstractThis study addresses the organization and strategy of firms in emerging markets with an explicit application to financial services. Given the relevance of a well-functioning financial system for economic growth, understanding the organization and strategy of firms contributing to the

  13. The Mobile Satellite Services Market.

    Science.gov (United States)

    Anderson, Samuel

    Mobile satellite (MSAT) technology is the basis for a new component of the telecommunications industry capable of providing services to small inexpensive subscriber terminals located almost any place in the world. The market for MSAT space segment capacity (bandwidth and power) is a natural monopoly that can be logically and technically…

  14. A MAS-Based Cloud Service Brokering System to Respond Security Needs of Cloud Customers

    Directory of Open Access Journals (Sweden)

    Jamal Talbi

    2017-03-01

    Full Text Available Cloud computing is becoming a key factor in computer science and an important technology for many organizations to deliver different types of services. The companies which provide services to customers are called as cloud service providers. The cloud users (CUs increase and require secure, reliable and trustworthy cloud service providers (CSPs from the market. So, it’s a challenge for a new customer to choose the highly secure provider. This paper presents a cloud service brokering system in order to analyze and rank the secured cloud service provider among the available providers list. This model uses an autonomous and flexible agent in multi-agent system (MASs that have an intelligent behavior and suitable tools for helping the brokering system to assess the security risks for the group of cloud providers which make decision of the more secured provider and justify the business needs of users in terms of security and reliability.

  15. Assessing service quality satisfying the expectations of library customers

    CERN Document Server

    Hernon, Peter; Dugan, Robert

    2015-01-01

    Academic and public libraries are continuing to transform as the information landscape changes, expanding their missions into new service roles that call for improved organizational performance and accountability. Since Assessing Service Quality premiered in 1998, receiving the prestigious Highsmith Library Literature Award, scores of library managers and administrators have trusted its guidance for applying a customer-centered approach to service quality and performance evaluation. This extensively revised and updated edition explores even further the ways technology influences both the experiences of library customers and the ways libraries themselves can assess those experiences.

  16. Developing a Mobile Service-Based Customer Relationship Management System Using Fuzzy Logic

    Directory of Open Access Journals (Sweden)

    Xiaobei Liang

    2010-12-01

    Full Text Available Customer relationship management (CRM has gained lately widespread popularity in many industries. With the development of economy and society, customers are unsatisfied with the stereotyped products. As customers usually describe their demands in nature language, the demands are often conflicting with each other and are often imprecise. The paper studies the operation process of handling customer demand for modern service systems based fuzzy logic methods. While in this mobile medium times, mobile service and CRM are rarely taken into unite study. This paper overviews the related theory likes business engineering, relationship marketing and mobile business, which can be used in mobile CRM (mCRM and in the implement of mobile CRM. The paper analyzes the underlying technology and marketing issues of the initiation of mCRM and integrates various issues of mCRM. Moreover, the paper discusses the characteristics of useful mCRM as the implement of mCRM will help the enterprise enhance the customer relationship and customers' loyalty will also gain more profit. A new stability criterion for the extended singular dynamic input-output model is given to ensure the stability of input-output model.

  17. Customer service: the key to remaining competitive in managed care.

    Science.gov (United States)

    Howard, J E

    2000-01-01

    The health care industry is undergoing a rapid transformation to meet the ever-increasing needs and demands of its patient population. Employers and managed care organizations are demanding better service and higher quality care, while providers are trying to tackle reimbursement cutbacks, streamlining of services, and serving a diverse population. Providers have begun to realize that to overcome these obstacles and meet the needs of their health plans and consumers, they must focus on the demands of their customers. Health care organizations have found they can meet the demands of both the consumer and the managed care industry through initiating and maintaining a customer service program. This essay explains the importance of customer service and its link to success in the managed care environment.

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

    Science.gov (United States)

    Abston, Kristie A.; Kupritz, Virginia W.

    2011-01-01

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

  19. The role of Customer Involvement in Library E-services

    DEFF Research Database (Denmark)

    Scupola, Ada; Nicolajsen, Hanne Westh

    2009-01-01

    We investigate customer involvement in the development of e-service within research Libraries. By revisiting earlier research on innovation processes as well as newer research on new product and new service development we derive a conceptual model on different actors that are important...

  20. An Assessment of Customer Service in the Nigeria ...

    African Journals Online (AJOL)

    This study examined customer services in the Nigeria telecommunication industry by comparing Zain and MTN companies. Primary data were collected from a total of 60 respondents. Data collected were on consumer service elements such as: reliability, delivery frequency, delivery accuracy, quality of salespeople, ...

  1. Customer adoption of e-service : an experimental study

    NARCIS (Netherlands)

    Ruyter, de J.C.; Wetzels, M.G.M.; Kleijnen, M.

    2001-01-01

    So far, the term e-commerce has been primarily associated with communicating the brand and/or enabling sales transactions. However, the next vista for companies operating in the virtual marketplace seems to be e-service or, delivering value-added, interactive services to customers. This e-business

  2. Customer adoption of e-service : An experimental study

    NARCIS (Netherlands)

    De Ruyter, Ko; Wetzels, Martin; Kleijnen, M.H.P.

    2001-01-01

    So far, the term e-commerce has been primarily associated with communicating the brand and/or enabling sales transactions. However, the next vista for companies operating in the virtual marketplace seems to be e-service or, delivering value-added, interactive services to customers. This e-business

  3. Where does the customer fit in a service operation?

    Science.gov (United States)

    Chase, R B

    1978-01-01

    While management skills can improve service systems, a manager is better off if he or she first has a clear understanding of the operating characteristics that set one service system apart from another. This author offers one view of services, which, if followed, results in a "rational approach to the rationalization" of services. His view, quite simply, is that the less direct contact the customer has with the service system, the greater the potential of the system to operate at peak efficiency. And, conversely, where the direct customer contact is high, the less the potential that exists to achieve high levels of efficiency. This distinction between high- and low-contact systems provides a basis for classifying service production systems that can enable the manager to develop a more effective service operation.

  4. 20 CFR 669.330 - How are services delivered to the customer?

    Science.gov (United States)

    2010-04-01

    ... 20 Employees' Benefits 3 2010-04-01 2010-04-01 false How are services delivered to the customer... Farmworker Jobs Program Customers and Available Program Services § 669.330 How are services delivered to the customer? To ensure that all services are focused on the customer's needs, services are provided through a...

  5. Customer and Market Orientation within AACSB Member Business Schools: Comparative Views from Three Levels of Administrators

    Science.gov (United States)

    Webster, Robert L.; Hammond, Kevin L.; Rothwell, James C.

    2010-01-01

    This paper is part of a stream of research dealing with customer and market orientation within higher education, specifically within business schools holding membership in AACSB-International. A market orientation strategy leading to a customer and market-oriented organizational culture is based upon the acceptance and adoption of the marketing…

  6. Colorado State University: A Midscale Market Solar Customer Case Study

    Energy Technology Data Exchange (ETDEWEB)

    Holm, Alison [National Renewable Energy Lab. (NREL), Golden, CO (United States); Chernyakhovskiy, Ilya [National Renewable Energy Lab. (NREL), Golden, CO (United States)

    2016-12-01

    Despite substantial increases in solar photovoltaic (PV) deployment between 2005 and 2015, a large untapped market for solar PV deployment still exists in midscale market investments by universities. Recent estimates show that if all universities in the United States installed enough solar PV to meet 25% of their annual electricity consumption, this would cumulatively result in just over 16 gigawatts (GW) of additional installed PV capacity. Within this context, midscale market projects - loosely defined as solar PV installations ranging from 100 kilowatts (kW) to 2 megawatts (MW), but more broadly representing installations not captured in the residential or utility-scale sectors - could be an attractive option for universities. This case study focuses on one university solar customer, Colorado State University (CSU), to provide a detailed example of the challenges, solutions, and opportunities associated with university solar power procurement. Between 2009 and 2015, a combined 6,754 kW of both ground-mounted and rooftop solar PV was installed across multiple CSU campuses in Fort Collins, Colorado. This case study highlights CSU's decision-making process, campus engagement strategies, and relationships with state, local, and utility partners, which have culminated in significant on-campus PV deployment.

  7. The effects of service quality and corporate rebranding on brand image, customer satisfaction, brand equity and customer loyalty: study in advertising company at tvOne

    OpenAIRE

    CHANIAGO ASPIZAIN

    2016-01-01

    The purpose of this study was to analyze the effects of service quality on brand image, service quality on customer satisfaction, service quality on brand equity, service quality on customer loyalty, corporate rebranding on brand image, corporate rebranding on customer satisfaction, corporate rebranding on brand equity, brand image on customer satisfaction, corporate rebranding on customer loyalty, brand image on brand equity, brand image on customer loyalty, customer satisfaction on customer...

  8. Determinants of customer satisfaction with professional services: A study of consultants services

    DEFF Research Database (Denmark)

    Sonne, Anne-Mette

    1999-01-01

    Although models of service quality and customer satisfaction have been well researched within the consumer goods and services area, much less attention has been paid to high involvement business-to-business service satisfaction. The objective of this study is to contribute to this stream...... of research through a survey of customers of the Norwegian Institute of Fisheries and Aquaculture. Information on which factors are the determinants of customer satisfaction is important to consultants since customer satisfaction is what the service business depends on for repeat business. In this study we...... found that customer satisfaction is mostly influenced by the perceived competence of the consultant and the technical reliability demonstrated in the project. However, the perceived service quality is also influenced by the way the customer is treated during the service production process....

  9. Impact of service quality on customer satisfaction of automated teller machine service: case study of a private commercial joint stock bank in Vietnam

    OpenAIRE

    Phan, Chi; Nham, Phong

    2015-01-01

    One of key challenge for Vietnamese commercial banks is how to compete in the market place with commonly undifferentiated services. The aim of this study is to investigate the impact of service quality performance on customer satisfaction on ATM service in a commercial bank in Vietnam. This study applies SERVPERF framework to analyze the data collected from a questionnaire survey and found that ASSURANCE and TANGIBLES factors significantly impact on the customer satisfaction.

  10. Impact of service quality on customer satisfaction of automated teller machine service: case study of a private commercial joint stock bank in Vietnam

    Directory of Open Access Journals (Sweden)

    Chi Phan

    2015-10-01

    Full Text Available One of key challenge for Vietnamese commercial banks is how to compete in the market place with commonly undifferentiated services. The aim of this study is to investigate the impact of service quality performance on customer satisfaction on ATM service in a commercial bank in Vietnam. This study applies SERVPERF framework to analyze the data collected from a questionnaire survey and found that ASSURANCE and TANGIBLES factors significantly impact on the customer satisfaction.

  11. CONSEQUENCES OF EMPLOYEE’S CUSTOMER ORIENTATION IN PUBLIC SERVICES

    Directory of Open Access Journals (Sweden)

    Andrada IACOB

    2015-06-01

    Full Text Available The goal of this paper is to explore the consequences of employee’s customer orientation in public services organizations. We will start with a literature review of the theory of customer orientation measurement and the consequences of this orientation at organizational and individual level. Then, the research methodology and results are presented. Conclusions, research limitations and future directions are included at the end of the paper. We identified positive direct effects of the employee customer orientation on organizational commitment and organizational identification, but no significant direct relationship with job satisfaction.

  12. CONSEQUENCES OF EMPLOYEE’S CUSTOMER ORIENTATION IN PUBLIC SERVICES

    OpenAIRE

    Andrada IACOB

    2015-01-01

    The goal of this paper is to explore the consequences of employee’s customer orientation in public services organizations. We will start with a literature review of the theory of customer orientation measurement and the consequences of this orientation at organizational and individual level. Then, the research methodology and results are presented. Conclusions, research limitations and future directions are included at the end of the paper. We identified positive direct effects of the employe...

  13. 78 FR 8589 - Verizon Services Corporation, Customer Services Clerk, General Clerk, Clarksburg, WV; Notice of...

    Science.gov (United States)

    2013-02-06

    ... DEPARTMENT OF LABOR Employment and Training Administration [TA-W-82,095] Verizon Services Corporation, Customer Services Clerk, General Clerk, Clarksburg, WV; Notice of Affirmative Determination... Department of Labor (Department) on January 4, 2013, workers of Verizon Services Corporation, Customer...

  14. Customer value in a credence service context

    NARCIS (Netherlands)

    Dr. Gerrita van der Veen; Esther Verboon; Josje Dikkers

    2014-01-01

    accepted abstract Quis14 conference Field findings show that value dimensions in legal services are functional, social and emotional. The last category emerges not only within but also outside the interaction with the lawyer. Recommendation of others or the trackrecord of lawyers for example, which

  15. The power of perceived service quality in international marketing channels

    NARCIS (Netherlands)

    Ruyter, de J.C.; Wetzels, M.G.M.; Lemmink, J.G.A.M.

    1996-01-01

    States that providing quality customer service is increasingly regarded as an important basis for establishing and maintaining solid and long-term relationships between manufacturers and distributors in marketing channels. Discusses the results of a research project which was undertaken to study the

  16. Technology acceptance model and the paths to online customer loyalty in an emerging market

    Directory of Open Access Journals (Sweden)

    Nguyen Thi Tuyet Mai

    2013-12-01

    Full Text Available The technology acceptance model (TAM has been well-known for decades. However, the global adoption of the Internet creates new interests in utilizing TAM in e-commerce and the post-consumption intention, especially in emerging markets. Data was collected from 758 online customers via a web-based survey in Vietnam. Particular contribution of the results is that perceived usefulness, perceived ease of use, fairness, trust and the quality of the customer interface have direct or indirect impacts on customer satisfaction and customer loyalty. Moreover, in emerging markets, trust was outlined as the strongest factor contributing to customer satisfaction and leading to customer loyalty.

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

    Energy Technology Data Exchange (ETDEWEB)

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

    2006-07-01

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

  18. Market opportunity assessment for the Eastern Shore short line rail in Maryland with a focus on potential new customers : research summary.

    Science.gov (United States)

    2016-01-01

    The purpose of this study was to examine the market feasibility of improved short line rail service on Marylands Eastern Shore and to explore the potential of an improved short line to attract additional businesses as new customers.

  19. A Correlational Study of How Airline Customer Service and Consumer Perception of Airline Customer Service Affect the Air Rage Phenomenon

    Science.gov (United States)

    Hunter, Joyce A.

    2007-01-01

    Between 1995 and 2000, customer service declined throughout the airline industry, as reported in February 2001 by the U.S. Department of Transportation (2001). One of the biggest problems today within the airline industry is the constant complaining from customers regarding the deterioraton of service (McCollough, Berry, & Yadav, 2000). Since 1995, unfortunately no airline has been immune from service deterioration, as reported by the Airline Quality Rating, an annual report by two airline industry experts who analyzed Department of Transportation statistics (Harrison & Kleinsasser, 1999). The airline' refusal to recognize the issue of customer service has perpetuated an environment that has become dangerous and detrimental to the traveling public as well as to airline employees, which in turn has fueled a new phenomenon, now referred to as "air rage".

  20. The influence of service employees and other customers on customer unfriendliness

    NARCIS (Netherlands)

    Albrecht, Arne K.; Walsh, Gianfranco; Brach, Simon; Gremler, Dwayne D.; Herpen, van Erica

    2017-01-01

    This research investigates the influence that social sources in the service environment exert on customer unfriendliness. Drawing on social norms theory, the authors demonstrate that descriptive norms (i.e., what most people are perceived to be doing in a certain situation), in the form of

  1. From NHS Choices to the integrated customer service platform.

    Science.gov (United States)

    Gann, Bob; Grant, Maria J

    2013-03-01

    In 2013 the NHS Commissioning Board launches its new integrated customer service platform. The new service utilises the full range of channels (web, telephone, apps etc) to provide access to information to support transparency, participation and transactions. Digital health services have proven benefits in informed choice, shared decision making and patient participation. © 2013 The authors. Health Information and Libraries Journal © 2013 Health Libraries Group.

  2. SERVICE QUALITY AND CUSTOMER LOYALTY IN PEACEKEEPING MISSIONS

    Directory of Open Access Journals (Sweden)

    Azman Ismail

    2016-03-01

    Full Text Available The capability of service providers to plan and implement the quality components in executing daily job may have a significant impact on customer loyalty. However, the role of service quality as an important determinant has been given less attention in the workplace quality research literature. Therefore, this study was undertaken to measure the relationship between service quality and customer loyalty. A survey method was employed to collect data from Malaysian soldiers who involved in peacekeeping missions at Middle Eastern country. The outcomes of SmartPLS path model analysis demonstrate that the ability of organization to appropriately implement tangible, reliability, responsiveness, assurance and empathy in executing daily job has been important determinants of customer loyalty. Further, this study provides discussion, implications and conclusion.

  3. Marketing plan for establishment of a sport shop with sport accesories sale and additional services

    OpenAIRE

    Trakalová, Aneta

    2011-01-01

    Purpose of bachelor study is marketing plan for establishment of a sport shop with sport accesories sale and additional services. Suggested marketing process will respect supply and competition analysis and individual target groups trends of prospective customers. Lay-out of target market is oriented on marketing strategy and financial plan forming.

  4. Customer Lifetime Value as the 21st Century Marketing Strategy Approach

    Directory of Open Access Journals (Sweden)

    Jan Rozek

    2014-06-01

    Full Text Available Many studies show that marketing has recently lost its strategic position within companies. Customer Lifetime Value represents a relatively new approach to reestablishing marketing´s position as the core management instrument in market driven companies. The main goal of this paper is to summarize the current development and basic principles of the Customer Lifetime Value conceptual model, which sets customers back into the position of key company assets. The paper presents findings that prove the need for a marketing focus change in order to be able to properly manage customer relationships and secure a company’s long-term sustainable development.

  5. Exploring the relationship between service quality and customer satisfaction in postal financial service

    Directory of Open Access Journals (Sweden)

    Steven K Msosa

    2015-09-01

    Full Text Available Service quality and customer satisfaction are related and are important factors for the success of service providers be it in the public or the private sector. This study aims to examine the relationship between service quality and customer satisfaction in the Malawian public postal service, specifically its banking division. A cross-sectional, quantitative and descriptive study was undertaken and data was collected from 400 customers using the SERVPERF model. A non-probability sampling approach was adopted and respondents were selected using convenience sampling. Reliability of the study was tested using Cronbach alpha. Correlation tests were conducted using Spearman’s rho. The results show that all the five service quality dimensions, viz. tangibles, reliability, empathy, assurance and responsiveness, are significantly and positively correlated. There was also a significant correlation between the service quality dimensions and overall service quality, customer satisfaction and customer loyalty

  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. Analisis Pengaruh E-Service Quality terhadap Customer Satisfaction yang Berdampak pada Customer Loyalty PT Bayu Buana Travel Tbk

    OpenAIRE

    Jonathan, Hansel

    2013-01-01

    The purpose of this study is to determine the effect of e-service quality on customer satisfaction and its impact on customer loyalty of PT Bayu Buana Travel, Tbk. With non-probability technique (census), questionnaires were collected and used in data processing using Structural Equation Modeling with WarpPLS program and Importance Performance Analysis methods. Based on this research, it was found that e-service quality has an influence on customer satisfaction, customer satisfaction has an i...

  8. INFLUENCE OF SERVICE QUALITY AND FARE TOWARD CUSTOMER SATISFACTION AND ITS IMPACT ON CUSTOMER LOYALTY OF EXPRESS TAXI IN JAKARTA

    Directory of Open Access Journals (Sweden)

    Mohammad Rizan

    2015-09-01

    Full Text Available The purpose of this study was to: to examine empirically the effect of service quality to customer satisfaction on Express taxi, to examine empirically the effect of fare to customer satisfaction on Express taxi, to examine empirically the effect of customer satisfaction to customer loyalty on Express taxi, to examine empirically the effect of service quality to customer loyalty on Express taxi, and to examine empirically the effect of fare to customer loyalty on Express taxi. Data collection using survey methods. Sample of this study are 200 respondents who have using services of Express taxi more than two times in last three months. Data analysis using SPSS version 23 and SEM (Structural Equation Modeling LISREL version 8.7. Results of hypothesis testing showed: service quality have positive and significant effect on customer satisfaction, fare have positive and significant effect on customer satisfaction, customer satisfaction have positive and significant effect on customer loyalty, service quality have positive and not significant effect to on customer loyalty. fare have positive and significant effect to on customer loyalty. Rated fit model with value of RMSEA 0.043, value of RMR 0.043, value of CMIN/DF 1.88, value of NFI 0.96, value of NNFI 0.98, and value of CFI 0.98. The results of this research beneficial to transportation company, especially Express taxi in Jakarta, to create better strategy in improving customer loyalty.

  9. 75 FR 45600 - Information Collection; Customer Data Worksheet Request for Service Center Information Management...

    Science.gov (United States)

    2010-08-03

    ... DEPARTMENT OF AGRICULTURE Farm Service Agency Information Collection; Customer Data Worksheet Request for Service Center Information Management System (SCIMS) Record Changes AGENCY: Farm Service... Customer Data Worksheet Request for Service Center Information Management System (SCIMS) that contains the...

  10. Impact of ATM Service on Customer Perception and Satisfaction of Indian Banks

    Directory of Open Access Journals (Sweden)

    Garima Malik

    2015-12-01

    Full Text Available Indian banking sector has completely changed. It has undergone much technological advancement that makes banking easy. Technological advancements are important but at the end what build customer satisfaction is proper management, employee behavior and customer relationship handling. Customer satisfaction is a sum of many variables that is many factors together leads to customer satisfaction. This modern electronic banking has completely changed the concept and functioning of banking system in India. Indian banking has moved from cash economy to cheque to and finally to the use of plastic cards. The customer satisfaction is dependent on customer awareness to a lot of extent. An unaware customer has less knowledge and therefore they cannot use the facilities completely even if they have it at their disposal. Customers prefer public sector banks when they are looking for trust and security and reliability. When it comes to speed, advancements and up gradation people shits from public sector banks to private sector banks. Customer gets satisfied only when they get quality service from the brand they are dealing with. This is very important for the marketers or the service providers as this leads to consumer satisfaction which benefits them and this brings loyalty to the brand enhancing the brand positioning. This research is important because new modern era has made people technology savvy they start their day with technology and end with technology therefore it is important to see the perception of users towards various factors of ATM. This research is conducted to see the highlighting factors that have direct impact on ATM services.

  11. Dining atmospherics and food and service quality as predictors of customer satisfaction at sit-down restaurants

    Directory of Open Access Journals (Sweden)

    Daniel Petzer

    2014-01-01

    Full Text Available South African sit-down restaurants operate in a fiercely competitive environment and customer satisfaction has proven critical for survival in this and other service industries. A satisfied customer spreads positive word-of-mouth, returns, and contributes to profitability. Extant literature indicates that customer satisfaction is in turn impacted by product and service quality, and also by the atmospheric elements present in the servicescape. It is, however, important to determine the extent to which food and service quality and dining atmospherics predict customer satisfaction within a South African sitdown restaurant context before restaurateurs embark on marketing strategies to enhance these aspects to cultivate customer satisfaction. The study therefore measures these constructs and determines the extent to which they predict customer satisfaction. The study is quantitative and descriptive in nature. Data was collected through self-administered questionnaires from 250 sit-down restaurant diners in urban areas of South Africa’s North-West Province. The results indicate that respondents’ perceptions of food and service quality are significant predictors of customer satisfaction at sit-down restaurants. Respondents’ perceptions of dining atmospherics also predict customer satisfaction when food and service quality are controlled. The article provides recommendations on how dining atmospherics, food quality and service quality can be enhanced to improve customer satisfaction at sit-down restaurants.

  12. Study on the Development of Quality Measurements Models for Steering Business Services in Relation to Customer Satisfaction

    Directory of Open Access Journals (Sweden)

    Katrin Marquardt

    2017-02-01

    Full Text Available The growing competition in the market, higher customer demands and globalisation forces the business service providers to improve their services much faster. Nowadays, it is not enough to provide good quality it is more important to delight the customers and to deliver more than they expect. Likewise, renowned research companies predicted that customer satisfaction will become the competitive differentiator within the next years. Thus, the main reasons of the present study are at first, establishing a common understanding on the term “quality” and presenting the relationship between customer satisfaction and service quality. Secondly, the study summarizes the identified factors, which mostly influence the customer satisfaction, as well as the common methods used to measure service quality in relation to these factors. Thirdly, the authors introduce and explain the newly developed six step model for establishing an effective measurement method for service quality and the proposed three level service quality model with the related measurements and outcomes. Both models will assist business service providers to protect and improve their service quality and with that their customer satisfaction. The methodology used for this research is a systematic literature review focused on subjects of quality, customer satisfaction and best-practice metrics for service quality. In addition, surveys and studies from well-known research companies were evaluated. The outcome of the study is always focused on the business service area.

  13. Segmentation in sport services: a typology of fitness customers

    Directory of Open Access Journals (Sweden)

    Josef Voráček

    2016-02-01

    Full Text Available This article considers customer typology in fitness centres. The main aim of our survey is to state the basic segments of fitness customers and create their typology. A survey was conducted on a sample of 1004 respondents from 48 fitness centres. We used questionnaires and latent class analysis for the assessment and interpretation of data. The results of our research are as follows: we identified 6 segments of typical customers, of which three are male (we called them student, shark, mature and three are female (manager, hunter, and student. Each segment is influenced primarily by the age of customers, from which we can develop further characteristics, such as education, income, marital status, etc. Male segments use the main workout area above all, whilst female segments use a much wider range of services offered, for example group exercises, personal training, and cardio theatres.

  14. Innovative directions of Public Customs Services Management System Development

    Directory of Open Access Journals (Sweden)

    Viktor V. Makrusev

    2016-12-01

    Full Text Available The article reveals notion of international trade in services, compares the indicators of exports and imports of services around the world. Structure and dynamics of income distribution from services in the American market are analyzed. Specifics of the sector functioning under consideration are exemplified by the example of leasing services (operations. Comparative analysis of conditions for concluding leasing transactions and bank lending for the acquisition of vehicles is carried out. It is concluded that the US services market has recovered almost completely after the crisis of 2009, the growth of economic activity has helped to increase the conclusion of leasing contracts.

  15. Customer Service and Customer Satisfaction Level of CheapSleep Hostels, Helsinki

    OpenAIRE

    Nguyen, Hoa

    2016-01-01

    This bachelor thesis was commissioned by CheapSleep hostels, Helsinki. CheapSleep is a young budget hostel having operated for 3,5 years located in Vallila, Helsinki. CheapSleep has recently considered opening a new business in Helsinki, as well as the metropolitan area. The aim of this dissertation is to examine the service concept and identify the customer satisfaction level by conducting a customer satisfaction survey while the author was working at the reception in CheapSleep hostels. ...

  16. Marketing legal services on the Internet

    OpenAIRE

    Alicja Mikołajczyk

    2014-01-01

    This article describes accessible means of marketing legal services under restrictive regulations in the Polish market. As attorneys-at-law and legal advisers face significant legal and ethical limitations in their market communication, they are forced to seek alternative tools of promoting their services and reaching potential clients. Electronic media turned out to be an effective and convenient channel in marketing legal services, often prevailing offline marketing communication. The artic...

  17. IDENTIFICATION REQUIREMENTS CUSTOMER SERVICE PROVIDED ON THE LEVEL OF LIGHT INDUSTRY COMPANIES

    Directory of Open Access Journals (Sweden)

    MALCOCI Marina

    2015-05-01

    Full Text Available Moldova is a small country whose territory is 350 km from north to south and 150 km from West to East. Analyzing data from the Statistical Yearbook 2012 shows that 437 enterprises were active dealing with textiles, footwear etc., from 2005 - only 310 companies. Motivation is the business of an assured market, the demand for products and services - volume and structure - which manifests itself on the domestic and foreign markets. Improving customer service is one of the main objectives of production enterprises. Service level directly affects the economic capacity of the enterprise by increasing its contribution in increasing company profits. Increasing the level of service in shops can be determined by reducing factors that negatively influence the desire to purchase, ie ,, eyes scan "; lengthy speech to the seller on the phone; excessive attention to the buyer; arrogant and indifferent gaze of the seller. As a tool for gathering information served questionnaire that was distributed to 50 respondents, which ranks in the age group: 18-27 years with urban living environment. The questionnaire included questions that allow to analyze the efficiency of customer service and the factors influencing the decision to purchase in local shops in the field of Light Industry. The paper identified measures to increase the level of customer service, which would help to increase sales.

  18. MARKETING LIBRARY SERVICES IN ACADEMIC LIBRARIES: A ...

    African Journals Online (AJOL)

    MARKETING LIBRARY SERVICES IN ACADEMIC LIBRARIES: A TOOL FOR SURVIVAL IN THE ... This article discusses the concept of marketing library and information services as an ... EMAIL FREE FULL TEXT EMAIL FREE FULL TEXT

  19. 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...

  20. A study on important factors influencing customer relationship management: A case study of Mobile service provider

    Directory of Open Access Journals (Sweden)

    Naser Azad

    2013-04-01

    Full Text Available Customers are considered as essential assets in any organizations including mobile services. During the past few years, mobile industry is growing rapidly and the competitions among business owners increases steadily. In this paper, we present an empirical investigation to find important factors influencing customer relationship management. The proposed study of this paper designs a questionnaire and distributes it among 253 customers in mobile industry in city of Tehran, Iran. All questions are designed in Likert scale and Cronbach alpha is calculated as 0.816, which is relatively reliable value. There were 28 questions in this survey and the proposed study extracts five important factors including economic factors, communication skills, organizational resources, service capabilities and flexible market.

  1. Heterogenous customer satisfaction index for evaluating university food service

    Science.gov (United States)

    Aziz, Nazrina; Zain, Zakiyah; Syarifi, Nadia Asyikin Mohammad; Klivon, Julia; Ap, Nurasiah Che; Zaki, Mahirah

    2017-11-01

    This paper aims to measure the performance of university food service based on students' perception. Two cafeterias were chosen for comparison: one located at student residential hall (Café 1) and another at the university administration centre (Café 2). By considering the components of importance and satisfaction, the Heterogeneous Customer Satisfaction Index-HCSI was computed to measure the performance of quality items in both cafeterias. Stratified sampling method was used to select 278 students and the DINESERVE instrument was used to assess customer perception on service quality. The findings show that the customer rate these two cafeterias as quite satisfied only, with the HCSI for Café 1 slightly higher than that for Café 2.

  2. Studying customer loyalty at Daewoo express bus service, Pakistan

    Directory of Open Access Journals (Sweden)

    Usman Yousaf

    2013-09-01

    Full Text Available Background: Meeting service quality standards and striving for loyalty are two critical areas which have until now been overlooked by both the passenger transport industry and academia in Pakistan therefore the study sheds useful light on an issue hitherto untouched. Therefore increased sample size will help in increasing generalizability of study. Methods: This paper is designed to study the level of loyalty at Daewoo Express Bus Service in Sargodha by measuring customer satisfaction. Researchers used a small sample of only 96 respondents (passengers and only studies customer's behavior in the service quality of Daewoo Express Bus Service however it may differ in other passenger transport services. Results and conclusions: This paper reveals that there is a positive and significant relationship between loyalty (dependant variable and price perceptions, reliability, retrieving and smoothing (independent variables. However, the study found that reliability of services is the most important dimension among other independent variables (price perceptions, smoothing, reliability, retrieving effecting customers loyalty at Daewoo Express. Paper under consideration would surely assist Daewoo`s management team to take care of the loopholes existing in the current service level and likely threats which Daewoo might face.

  3. Marketing Industrial Project-Related Services

    DEFF Research Database (Denmark)

    Cova, Bernard; Skaates, Maria Anne

    2002-01-01

    Services are a growing part of projects in the context of the international trend toward solution buying and selling on B2B markets. Services are also often a key source of competitive advantage in project business. Therefore the aim of this paper is to critically scrutinise the intuitive...... hypothesis that the marketing of project-related services lies somewhere at the crossroads between services marketing and project marketing....

  4. 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.

  5. Do it right this time: the role of employee service recovery performance in customer-perceived justice and customer loyalty after service failures.

    Science.gov (United States)

    Liao, Hui

    2007-03-01

    Integrating justice and customer service literatures, this research examines the role of customer service employees' behaviors of handling customer complaints, or service recovery performance (SRP), in conveying a just image of service organizations and achieving desirable customer outcomes. Results from a field study and a laboratory study demonstrate that the dimensions of SRP--making an apology, problem solving, being courteous, and prompt handling--positively influenced customer satisfaction and then customer repurchase intent through the mediation of customer-perceived justice. In addition, service failure severity and repeated failures reduced the positive impact of some dimensions of SRP on customer satisfaction, and customer-perceived justice again mediated these moderated effects. (c) 2007 APA, all rights reserved.

  6. 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…

  7. Targeting, Segmenting and Positioning the Market for College Students to Increase Customer Satisfaction and Overall Performance

    Science.gov (United States)

    Wright, Robert E.

    2008-01-01

    Numerous studies have explored the relationship between marketing efforts and firm financial performance. Studies have looked at potential lifetime value of customers, to demonstrate the value of keeping customers. Various other studies have looked at the relationship between customer satisfaction and firm performance. However, few studies have…

  8. Application of Value Engineering to Improve upon Customer Services Performance in Mazandaran Water and Sewage Company

    Directory of Open Access Journals (Sweden)

    Reza Tavakkoli-Mogahddam

    2007-06-01

    Full Text Available Over the course of producing and marketing goods and services, it appears that industry faces a new challenge in which information and science form the basis for any organizational movement. In this regard, the competitive preference of the organization concentrates on customer and value creation in the organization. Value engineering recognizes product/service functions and produces those with the maximum value at the lowest cost without the loss of production or service quality and safety. In this paper, using value engineering based on the international job plan of the SAVE (Society of American Value Engineering, various alternatives are proposed to improve upon the performance of Customer Services of Water and Sewage Co. The results indicate possible savings of about 714 Million Rials for the water authority in the city of Sari and 4860 Million Rials across Mazandaran Province.

  9. Study of Marketing Components Affecting Health Care Services in Hospitals

    Directory of Open Access Journals (Sweden)

    Mohammad Javad Akbarian Bafghi

    2016-10-01

    Full Text Available Background: Hospitals, in extreme competition, have accepted principles of marketing designed for industrial goods and customers. One of the important factors in health services marketing is the type of services. Organizations, including health centers, require meeting the clients' needs in order to survive and try to promote the way of providing services effectively. The present study aims to identify effective components in providing clinical services in hospitals. Methods: This was a practical and cross-sectional study. Data were collected using a questionnaire completed through random sampling after confirming the validity and reliability. Data were analyzed by SPSS 21 and Lisrel 8.50 using descriptive statistics and factor analysis. Results: The results of this study indicated that nine components had the highest impact on providing health services. Confirmatory factor analysis showed that the quality of providing services in the hospital, offering distinctive services compared with other hospitals, and considering quality of service beyond the patient's expectation had the greatest impact on marketing services in the hospital. Conclusion: Providing quality and distinctive services beyond the patient's expectation enables hospitals to improve their marketing activities and, beside higher level of patient satisfaction, develop their clinical services market share.

  10. The changing trend in marketing of financial services: an empirical study on bank performance in Nigeria

    Directory of Open Access Journals (Sweden)

    Abiodun Eniola Alao

    2014-07-01

    Full Text Available The long years of marketing practices in the Nigerian banking industry has recorded low level standards relative to global standard practice. The effect on the overall industry performance measurable basically in terms of customer satisfaction, customer loyalty and brand equity has been on the negativity. In some cases, banks overall performance level was never assessed based on customer orientation, value and other customer related measures rather on some quick financial indicators. This poor orientation towards marketing has rather become a forgone especially in the banking area of financial services in Nigeria. This study was therefore conducted to examine the changing trend towards embracing marketing philosophy and the extent of the banks’ performance level in response to changing expectations of customers. Theoretical issues relating marketing, customer philosophy, financial marketing, customer loyalty, satisfaction, and brand equity were explored to establish the key performance variables and the existing relationships amongst them. Empirical study was equally carried out with the use of questionnaire, administered on randomly selected banks’ customers and management staff. Data collected were analyzed on the basis of critical measures which include customer awareness, market sensitivity to financial delivery, customer profile and sophistication through the use of Spearman Rank Correlation Coefficient. The result among other things shows that there is a significant relationship between the new trend towards marketing orientation, financial services in the banking industry and performance level. Based on this study, we recommend improved marketing performance and training to enhance service delivery, customer satisfaction, and customer loyalty across all banks in the geographical places of the Nigerian financial markets.

  11. National Plant Germplasm System: Critical Role of Customer Service

    Science.gov (United States)

    The National Plant Germplasm System (NPGS) conserves plant genetic resources, not only for use by future generations, but for immediate use by scientists and educators around the world. With a great deal of interaction between genebank curators and users of plant genetic resources, customer service...

  12. Is more customer control of services always better?

    NARCIS (Netherlands)

    Joosten, H.W.M.; Bloemer, J.M.M.; Hillebrand, B.

    2016-01-01

    - Purpose – Research on empowerment and service co-production assumed that customers want more control and that more control is better. An empirical test of this assumption, however, is lacking. The purpose of this paper is to test this assumption by not only focussing on the customer’s capacity and

  13. 47 CFR 76.1602 - Customer service-general information.

    Science.gov (United States)

    2010-10-01

    ... cable franchise authority may enforce the customer service standards set forth in paragraph (b) of this section against cable operators. The franchise authority must provide affected cable operators 90 days... procedures, including the address and telephone number of the local franchise authority's cable office. (c...

  14. Development of Integrated Public Administration Custom Services in Hungary.

    Science.gov (United States)

    Laki, Tamas

    2015-01-01

    The paper is a case-study introducing a national project in Hungary establishing a countrywide public administration customer service system where accessibility was a key issue. Starting from the concept the paper describes the methods and organisational background how accessible design was integrated in the planning method and gives a feedback of site experiences.

  15. Customer Relationship Management and Hospital Service Quality in ...

    African Journals Online (AJOL)

    Health care delivery has become one of the fundamental issues being given attention by governments of most developing countries. The Objective of this study therefore is to examine how Customer Relationship Management can be employed to bring about improve health service quality in Nigeria. The data for the study ...

  16. Efficient Business Service Consumption by Customization with Variability Modelling

    Directory of Open Access Journals (Sweden)

    Michael Stollberg

    2010-07-01

    Full Text Available The establishment of service orientation in industry determines the need for efficient engineering technologies that properly support the whole life cycle of service provision and consumption. A central challenge is adequate support for the efficient employment of komplex services in their individual application context. This becomes particularly important for large-scale enterprise technologies where generic services are designed for reuse in several business scenarios. In this article we complement our work regarding Service Variability Modelling presented in a previous publication. There we presented an approach for the customization of services for individual application contexts by creating simplified variants, based on model-driven variability management. That work presents our revised service variability metamodel, new features of the variability tools and an applicability study, which reveals that substantial improvements on the efficiency of standard business service consumption under both usability and economic aspects can be achieved.

  17. The Service Orientation and Employee’s Customer Orientation in Public Services Organizations

    OpenAIRE

    Andrada Iacob

    2015-01-01

    This paper explores the relationships between service orientation and employees’ customer orientation in public services organizations. First, we will review the relevant literature on service orientation and employee’s customer orientation. Based on this theory, the research hypothesis is formulated. The research results will be followed by conclusions, limitations and future directions. At the construct level, we found positive direct relationships between service orientation and employees’...

  18. Mass Customization's implication on after-sales services

    DEFF Research Database (Denmark)

    Oddsson, Gudmundur Valur; Christensen, Tim Teglgaard; Hvam, Lars

    2007-01-01

    by lack of structure and manual processes that run them. All this leads to lack of operational efficiency and lesser quality than can be achieved. Although mass customisation techniques suggest solution for the trade off between customisation and efficiency for the manufacturing industry, no widely known...... concept has been introduced when it comes to after sales services. As mass customisation also generates customized products, the implications on after sale services like installation, training, routine maintenance, emergency repair, parts supply and software services are comparable to customised service...

  19. Understanding the differentiating impacts of the communication strategies of a high involvement service (investment advisory services) and a high involvement product (precious jewellery) on customer satisfaction and loyalty.

    OpenAIRE

    Gupta, Gauri

    2009-01-01

    While marketing literature has largely focused on high and low involvement purchases and the positive relationship between customer satisfaction and loyalty; the differentiating impacts of communication strategies for a high involvement service and a high involvement product on customer satisfaction and loyalty has received little academic attention. Consequently, this study examines the differentiating impacts of the communication strategies for investment advisory services and precious jewe...

  20. Social Media Marketing : Social media impact on brand awareness in the case of Husqvarna Sverige's customers

    OpenAIRE

    Kljucanin, Nermin; Shahbazi, Said; Pourjanekikhani, Pouyan

    2012-01-01

    The purpose of this thesis is to understand how brand awareness among customers is created and maintained through the use of social media as a marketing tool.The web does not only provide people to socialize and share and receive information among friends and family online, it is also a powerful marketing tool and marketing place where the customer can interact with other customers and firms. Social media has made it possible for customer to choose on their own when and where they want to rec...