WorldWideScience

Sample records for model utility customer

  1. 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.

  2. Utility customer issues

    International Nuclear Information System (INIS)

    Downey, W.H.

    1997-01-01

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

  3. A choice modelling analysis on the similarity between distribution utilities' and industrial customers' price and quality preferences

    International Nuclear Information System (INIS)

    Soederberg, Magnus

    2008-01-01

    The Swedish Electricity Act states that electricity distribution must comply with both price and quality requirements. In order to maintain efficient regulation it is necessary to firstly, define quality attributes and secondly, determine a customer's priorities concerning price and quality attributes. If distribution utilities gain an understanding of customer preferences and incentives for reporting them, the regulator can save a lot of time by surveying them rather than their customers. This study applies a choice modelling methodology where utilities and industrial customers are asked to evaluate the same twelve choice situations in which price and four specific quality attributes are varied. The preferences expressed by the utilities, and estimated by a random parameter logit, correspond quite well with the preferences expressed by the largest industrial customers. The preferences expressed by the utilities are reasonably homogenous in relation to forms of association (private limited, public and trading partnership). If the regulator acts according to the preferences expressed by the utilities, smaller industrial customers will have to pay for quality they have not asked for. (author)

  4. A Brand Loyalty Model Utilizing Team Identification and Customer Satisfaction in the Licensed Sports Product Industry

    Science.gov (United States)

    Lee, Soonhwan; Shin, Hongbum; Park, Jung-Jun; Kwon, Oh-Ryun

    2010-01-01

    The purpose of this study was to investigate the relationship among the attitudinal brand loyalty variables (i.e., cognitive, affective, and conative components), team identification, and customer satisfaction by developing a structural equation model, based on Oliver's (1997) attitudinal brand loyalty model. The results of this study confirmed…

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

    Energy Technology Data Exchange (ETDEWEB)

    Lommele, Stephen; Dafoe, Wendy

    2016-06-01

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

  6. A choice modelling analysis on the similarity between distribution utilities' and industrial customers' price and quality preferences

    Energy Technology Data Exchange (ETDEWEB)

    Soederberg, Magnus [Gothenburg School of Business, Economics and Law, Department of Business Administration, Industrial and Financial Management, PO Box 610, SE-405 30 Gothenburg (Sweden)

    2008-05-15

    The Swedish Electricity Act states that electricity distribution must comply with both price and quality requirements. In order to maintain efficient regulation it is necessary to firstly, define quality attributes and secondly, determine a customer's priorities concerning price and quality attributes. If distribution utilities gain an understanding of customer preferences and incentives for reporting them, the regulator can save a lot of time by surveying them rather than their customers. This study applies a choice modelling methodology where utilities and industrial customers are asked to evaluate the same twelve choice situations in which price and four specific quality attributes are varied. The preferences expressed by the utilities, and estimated by a random parameter logit, correspond quite well with the preferences expressed by the largest industrial customers. The preferences expressed by the utilities are reasonably homogenous in relation to forms of association (private limited, public and trading partnership). If the regulator acts according to the preferences expressed by the utilities, smaller industrial customers will have to pay for quality they have not asked for. (author)

  7. MASS CUSTOMIZATION and PRODUCT MODELS

    DEFF Research Database (Denmark)

    Svensson, Carsten; Malis, Martin

    2003-01-01

    to the product. Through the application of a mass customization strategy, companies have a unique opportunity to create increased customer satisfaction. In a customized production, knowledge and information have to be easily accessible since every product is a unique combination of information. If the dream......When dealing with complex product models, efficient knowledge distribution is essential to obtain success. This paper describes how product models can be applied to support the knowledge distribution. The change towards individualization will radically affect the knowledge application in relation...... of a customized alternative instead of a uniform mass-produced product shall become a reality, then the cross-organizational efficiency must be kept at a competitive level. This is the real challenge for mass customization. A radical restructuring of both the internal and the external knowledge management systems...

  8. Custom v. Standardized Risk Models

    Directory of Open Access Journals (Sweden)

    Zura Kakushadze

    2015-05-01

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

  9. Customer satisfaction from private utility companies: An explanatory study

    Directory of Open Access Journals (Sweden)

    Eleni-Plousia Kosteroglou

    2016-12-01

    Full Text Available Purpose – The present study examines the factors that have an impact on "customer satisfaction" in the context of private utility companies. The main purpose of the study is accomplished through the development and the empirical testing of a conceptual frame-work (research model. The proposed framework includes six dimensions (research factors: (a tangibles, (b reliability, (c responsiveness, (d assurance, (e empathy, and (f customer satisfaction. Design/methodology/approach – The present study adopted the SERVQUAL approach (model, only after analytically testing its suitability for use within the investigated area. In that direction, the focus group methodology was used. Finally, the proposed con-ceptual framework was tested on a random sample of gas consumers residing in the area of Thessaloniki, Greece. The final sample consisted of 437 adult consumers. The reliability and the validity of the questionnaire were thoroughly examined. Empirical data were analysed using the “Structural Equation Modelling” (SEM technique. The present study is empirical, explanatory, deductive and, mainly, quantitative. Findings – Empirical results indicate that "reliability" has the highest impact on "customer satisfaction", while "empathy" has no impact at all. More specifically, the impact of "reliability" on "customer satisfaction" is indirect, mediated through three other di-mensions of the conceptual framework (namely, "tangibles", "responsiveness" and "empathy". Research limitations/implications – A limitation stemming from the implemented methodology is the use of self-reported scales for the measurement of the six research factors. Moreover, the paper lacks a longitudinal approach. Finally, the empirical research (survey is focused on one organisation and, therefore, offers relatively limited generalizability. Originality/value – Very few studies have utilised the SERVQUAL approach in the context of an explanatory research. This approach

  10. Utilities enticing customers to come on-line

    International Nuclear Information System (INIS)

    Anon

    2000-01-01

    The first tentative steps by electric utilities to offer customer services on-line is reported. While most of the on-line communications to date has been merely to present information about products and services, at least a few utilities, -- Newfoundland Power being one of them -- are now offering customers the opportunity to check on their account status, to make inquiries, and on a voluntary basis employees of the utility can receive their bills on the web. BC Hydro is even more advanced; it has offered a similar service since 1997. The option to pay bills at the BC Hydro website is coming shortly. U. S. utility companies are reported to be far more advanced in the use of the Internet; according to a study by Deloitte Consulting, U.S. utilities are advancing to the next stage wherein Web intermediaries will be offering 'shop bots' that do comparison shopping on behalf of a customer, including bidding for power on a customer's behalf at energy auctions, reverse auctions, where sellers are bidding for customers' services, and buyers clubs where customers join together to take advantage of volume buying power

  11. Enabling model customization and integration

    Science.gov (United States)

    Park, Minho; Fishwick, Paul A.

    2003-09-01

    Until fairly recently, the idea of dynamic model content and presentation were treated synonymously. For example, if one was to take a data flow network, which captures the dynamics of a target system in terms of the flow of data through nodal operators, then one would often standardize on rectangles and arrows for the model display. The increasing web emphasis on XML, however, suggests that the network model can have its content specified in an XML language, and then the model can be represented in a number of ways depending on the chosen style. We have developed a formal method, based on styles, that permits a model to be specified in XML and presented in 1D (text), 2D, and 3D. This method allows for customization and personalization to exert their benefits beyond e-commerce, to the area of model structures used in computer simulation. This customization leads naturally to solving the bigger problem of model integration - the act of taking models of a scene and integrating them with that scene so that there is only one unified modeling interface. This work focuses mostly on customization, but we address the integration issue in the future work section.

  12. Making It Count: Understanding the Value of Energy Efficiency Financing Programs Funded by Utility Customers

    Energy Technology Data Exchange (ETDEWEB)

    Kramer, Chris [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Fadrhonc, Emily Martin [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Goldman, Charles [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Schiller, Steve [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Schwartz, Lisa [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States)

    2015-12-01

    Utility customer-supported financing programs are receiving increased attention as a strategy for achieving energy saving goals. Rationales for using utility customer funds to support financing initiatives

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

    Energy Technology Data Exchange (ETDEWEB)

    Lommele, S. [National Renewable Energy Lab. (NREL), Golden, CO (United States); Dafoe, W. [National Renewable Energy Lab. (NREL), Golden, CO (United States)

    2016-05-31

    Using electricity to power vehicles can help advance energy security and reduce emissions, and also presents a new market opportunity for utilities looking to diversify and offer an added benefit to commercial customers. By providing plug-in electric vehicle (PEV) charging stations for their employees, commercial customers can help attract and retain a cutting-edge workforce. These employers also signal a commitment to sustainability and demonstrate progressive leadership and a willingness to adopt advanced technology.

  14. Modeling churn using customer lifetime value

    OpenAIRE

    Glady, Nicolas; Baesens, Bart; Croux, Christophe

    2009-01-01

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

  15. An Overview of Customer Satisfaction Models.

    Science.gov (United States)

    Hom, Willard

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

  16. Reinventing the utility one customer at a time

    International Nuclear Information System (INIS)

    Laflamme, P.

    1997-01-01

    The transformation of the electric power industry in North America and the new market opportunities it represents, were discussed. It was suggested that if the dismantlement of the U.S. Bell telephone system is any indication, the electric utility industry could expect an increase of more than 200 per cent in sales of electric services in the next decade. It was suggested that providing satisfaction to the customer by creating value for customers either from addressing existing offerings, or through identifying new opportunities and unserved needs, was to be the passport to success in the highly competitive electricity market of tomorrow. 16 refs., 5 figs

  17. Modeling the customer in electronic commerce.

    Science.gov (United States)

    Helander, M G; Khalid, H M

    2000-12-01

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

  18. Estimated Value of Service Reliability for Electric Utility Customers in the United States

    Energy Technology Data Exchange (ETDEWEB)

    Sullivan, M.J.; Mercurio, Matthew; Schellenberg, Josh

    2009-06-01

    Information on the value of reliable electricity service can be used to assess the economic efficiency of investments in generation, transmission and distribution systems, to strategically target investments to customer segments that receive the most benefit from system improvements, and to numerically quantify the risk associated with different operating, planning and investment strategies. This paper summarizes research designed to provide estimates of the value of service reliability for electricity customers in the US. These estimates were obtained by analyzing the results from 28 customer value of service reliability studies conducted by 10 major US electric utilities over the 16 year period from 1989 to 2005. Because these studies used nearly identical interruption cost estimation or willingness-to-pay/accept methods it was possible to integrate their results into a single meta-database describing the value of electric service reliability observed in all of them. Once the datasets from the various studies were combined, a two-part regression model was used to estimate customer damage functions that can be generally applied to calculate customer interruption costs per event by season, time of day, day of week, and geographical regions within the US for industrial, commercial, and residential customers. Estimated interruption costs for different types of customers and of different duration are provided. Finally, additional research and development designed to expand the usefulness of this powerful database and analysis are suggested.

  19. Does employee safety influence customer satisfaction? Evidence from the electric utility industry.

    Science.gov (United States)

    Willis, P Geoffrey; Brown, Karen A; Prussia, Gregory E

    2012-12-01

    Research on workplace safety has not examined implications for business performance outcomes such as customer satisfaction. In a U.S. electric utility company, we surveyed 821 employees in 20 work groups, and also had access to archival safety data and the results of a customer satisfaction survey (n=341). In geographically-based work units where there were more employee injuries (based on archival records), customers were less satisfied with the service they received. Safety climate, mediated by safety citizenship behaviors (SCBs), added to the predictive power of the group-level model, but these two constructs exerted their influence independently from actual injuries. In combination, two safety-related predictor paths (injuries and climate/SCB) explained 53% of the variance in customer satisfaction. Results offer preliminary evidence that workplace safety influences customer satisfaction, suggesting that there are likely spillover effects between the safety environment and the service environment. Additional research will be needed to assess the specific mechanisms that convert employee injuries into palpable results for customers. Better safety climate and reductions in employee injuries have the potential to offer payoffs in terms of what customers experience. Copyright © 2012 National Safety Council and Elsevier Ltd. All rights reserved.

  20. Updated Value of Service Reliability Estimates for Electric Utility Customers in the United States

    Energy Technology Data Exchange (ETDEWEB)

    Sullivan, Michael [Nexant Inc., Burlington, MA (United States); Schellenberg, Josh [Nexant Inc., Burlington, MA (United States); Blundell, Marshall [Nexant Inc., Burlington, MA (United States)

    2015-01-01

    This report updates the 2009 meta-analysis that provides estimates of the value of service reliability for electricity customers in the United States (U.S.). The meta-dataset now includes 34 different datasets from surveys fielded by 10 different utility companies between 1989 and 2012. Because these studies used nearly identical interruption cost estimation or willingness-to-pay/accept methods, it was possible to integrate their results into a single meta-dataset describing the value of electric service reliability observed in all of them. Once the datasets from the various studies were combined, a two-part regression model was used to estimate customer damage functions that can be generally applied to calculate customer interruption costs per event by season, time of day, day of week, and geographical regions within the U.S. for industrial, commercial, and residential customers. This report focuses on the backwards stepwise selection process that was used to develop the final revised model for all customer classes. Across customer classes, the revised customer interruption cost model has improved significantly because it incorporates more data and does not include the many extraneous variables that were in the original specification from the 2009 meta-analysis. The backwards stepwise selection process led to a more parsimonious model that only included key variables, while still achieving comparable out-of-sample predictive performance. In turn, users of interruption cost estimation tools such as the Interruption Cost Estimate (ICE) Calculator will have less customer characteristics information to provide and the associated inputs page will be far less cumbersome. The upcoming new version of the ICE Calculator is anticipated to be released in 2015.

  1. Designing Customer Relationship Management Model in Hospital

    OpenAIRE

    Mohammad Abbaszadeh; Roohollah Askari; Morad Alizadeh; Mohammad Amin Bahrami

    2017-01-01

    Background: Customer relationship management is a modern marketing concept which is also considered as a successful business strategy. The present study aimed to design a customer relationship management model in the hospital. Methods: The study is an applied research performed in 2 phases of 1) texts investigation and 2) the experts' opinions to achieve consensus. Data were analyzed using SPSS 18 software along with descriptive statistics. Results: The designed model included areas of ...

  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. Models Used for Measuring Customer Engagement

    Directory of Open Access Journals (Sweden)

    Mihai TICHINDELEAN

    2013-12-01

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

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

    OpenAIRE

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

    2011-01-01

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

  5. Modeling switching behaviour of direct selling customers

    Directory of Open Access Journals (Sweden)

    P Msweli-Mbanga

    2004-04-01

    Full Text Available The direct selling industry suffers a high turnover rate of salespeople, resulting in high costs of training new salespeople. Further costs are incurred when broken relationships with customers cause them to switch from one product supplier to another. This study identifies twelve factors that drive the switching behaviour of direct sales customers and examines the extent to which these factors influence switching. Exploratory factor analysis was used to assess the validity of these factors. The factors were represented in a model that posits that an interpersonal relationship between a direct sales person and a customer moderates the relationship between switching behaviour and loyalty. Structural equation modeling was used to test the proposed model. The author then discusses the empirical findings and their managerial implications, providing further avenues for research.

  6. The utility target market model

    International Nuclear Information System (INIS)

    Leng, G.J.; Martin, J.

    1994-01-01

    A new model (the Utility Target Market Model) is used to evaluate the economic benefits of photovoltaic (PV) power systems located at the electrical utility customer site. These distributed PV demand-side generation systems can be evaluated in a similar manner to other demand-side management technologies. The energy and capacity values of an actual PV system located in the service area of the New England Electrical System (NEES) are the two utility benefits evaluated. The annual stream of energy and capacity benefits calculated for the utility are converted to the installed cost per watt that the utility should be willing to invest to receive this benefit stream. Different discount rates are used to show the sensitivity of the allowable installed cost of the PV systems to a utility's average cost of capital. Capturing both the energy and capacity benefits of these relatively environmentally friendly distributed generators, NEES should be willing to invest in this technology when the installed cost per watt declines to ca $2.40 using NEES' rated cost of capital (8.78%). If a social discount rate of 3% is used, installation should be considered when installed cost approaches $4.70/W. Since recent installations in the Sacramento Municipal Utility District have cost between $7-8/W, cost-effective utility applications of PV are close. 22 refs., 1 fig., 2 tabs

  7. Approaches to Electric Utility Energy Efficiency for Low Income Customers in a Changing Regulatory Environment

    Energy Technology Data Exchange (ETDEWEB)

    Brockway, N.

    2001-05-21

    As the electric industry goes through a transformation to a more market-driven model, traditional grounds for utility energy efficiency have come under fire, undermining the existing mechanisms to fund and deliver such services. The challenge, then, is to understand why the electric industry should sustain investments in helping low-income Americans use electricity efficiently, how such investments should be made, and how these policies can become part of the new electric industry structure. This report analyzes the opportunities and barriers to leveraging electric utility energy efficiency assistance to low-income customers during the transition of the electric industry to greater competition.

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

    Science.gov (United States)

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

    2014-01-01

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

  9. 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.

  10. Customer-oriented risk assessment in network utilities

    International Nuclear Information System (INIS)

    Gómez Fernández, Juan F.; Márquez, Adolfo Crespo; López-Campos, Mónica A.

    2016-01-01

    For companies that distribute services such as telecommunications, water, energy, gas, etc., quality perceived by the customers has a strong impact on the fulfillment of financial goals, positively increasing the demand and negatively increasing the risk of customer churn (loss of customers). Failures by these companies may cause customer affection in a massive way, augmenting the intention to leave the company. Therefore, maintenance performance and specifically service reliability has a strong influence on financial goals. This paper proposes a methodology to evaluate the contribution of the maintenance department in economic terms, based on service unreliability by network failures. The developed methodology aims to provide an analysis of failures to facilitate decision making about maintenance (preventive/predictive and corrective) costs versus negative impacts in end-customer invoicing based on the probability of losing customers. Survival analysis of recurrent failures with the General Renewal Process distribution is used for this novel purpose with the intention to be applied as a standard procedure to calculate the expected maintenance financial impact, for a given period of time. Also, geographical areas of coverage are distinguished, enabling the comparison of different technical or management alternatives. Two case studies in a telecommunications services company are presented in order to illustrate the applicability of the methodology. - Highlights: • Reliability and reparability impact the rate of abandonment of customers. • Expected reliability and interruptions must be contemplated in services contracts. • Preventive maintenance reduces the risk of abandonment, besides corrective costs. • Analysis of investment in service reliability vs. impact on customer retention. • Reliability of services has a positive impact in business financial situation.

  11. The Binary Customer Satisfaction Model in Inventory and Queueing Systems

    OpenAIRE

    Azadivar, Justin Sepehr

    2010-01-01

    This dissertation introduces the Binary Customer Satisfaction Model for addressing logistics issues. In typical logistics problems, the arrival of customers through a demand process is considered external to the management decisions. In practice, it is typically the case that customers will respond to changes is service policy by changing their behavior. The Binary Customer Satisfaction Model provides a simple customer behavior model that directly interacts with the service policy and provide...

  12. Utilizing Mass Customization Methods for Modular Manufacturing System Design

    DEFF Research Database (Denmark)

    Jørgensen, Steffen; Jacobsen, Alexia; Nielsen, Kjeld

    2011-01-01

    of Mass Customization (MC). Research focus has been on the basic principles and enabling technologies, while modular architectures and system design have received less attention. A potential to fill these gaps by applying selected design theories and methods of MC have been seen. Based on a communality......Markets today have become dynamic and demand rapid product changes, product variety, and customized products. In order to operate under and taking advantages of such conditions requires, amongst other aspects, manufacturing processes robust to product changes - a contradiction to traditional...

  13. Customer attractiveness, supplier satisfaction and preferred customer status: a review and a cycle model

    OpenAIRE

    Schiele, Holger; Veldman, Jasper; Hüttinger, L.

    2012-01-01

    In this paper, we introduce the concept of preferred customer status, i.e. a buyer is awarded preferential treatment of its important suppliers compared to their other customers. As there is a lack of knowledge of what motivates suppliers to serve selected buyers better than others, our research focuses on the suppliers’ evaluation of customers and how it can be influenced by buyers. Based on social exchange theory, we provide a conceptual model which proposes customer attractiveness, supplie...

  14. Classification of customer lifetime value models using Markov chain

    Science.gov (United States)

    Permana, Dony; Pasaribu, Udjianna S.; Indratno, Sapto W.; Suprayogi

    2017-10-01

    A firm’s potential reward in future time from a customer can be determined by customer lifetime value (CLV). There are some mathematic methods to calculate it. One method is using Markov chain stochastic model. Here, a customer is assumed through some states. Transition inter the states follow Markovian properties. If we are given some states for a customer and the relationships inter states, then we can make some Markov models to describe the properties of the customer. As Markov models, CLV is defined as a vector contains CLV for a customer in the first state. In this paper we make a classification of Markov Models to calculate CLV. Start from two states of customer model, we make develop in many states models. The development a model is based on weaknesses in previous model. Some last models can be expected to describe how real characters of customers in a firm.

  15. Guide 61: how the EUB responds to utility customer service complaints

    International Nuclear Information System (INIS)

    1999-07-01

    The guide answers common questions about regulated provincial utilities, how to make a formal complaint to the Electric Utilities Board (EUB) of Alberta about utility service, and how the Board handles customer concerns. The role of the EUB in regulating utilities has changed slightly with natural gas deregulation, with most consumers having the option to purchase natural gas from their supplier of choice. As the transition to electric deregulation is occuring, the EUB continues to set customer rates until the transition is complete. When a utility-related-complaint cannot be resolved, the EUB may schedule a hearing to thoroughly review the issue. The hearing and decision aspects are summarized

  16. Are US utility standby rates inhibiting diffusion of customer-owned generating systems?

    International Nuclear Information System (INIS)

    Jackson, Jerry

    2007-01-01

    New, small-scale electric generation technologies permit utility customers to generate some of their own electric power and to utilize waste heat for space heating and other applications at the building site. This combined heat and power (CHP) characteristic can provide significant energy-cost savings. However, most current US utility regulations leave CHP standby rate specification largely to utility discretion resulting in claims by CHP advocates that excessive standby rates are significantly reducing CHP-related savings and inhibiting CHP diffusion. The impacts of standby rates on the adoption of CHP are difficult to determine; however, because of the characteristically slow nature of new technology diffusion. This study develops an agent-based microsimulation model of CHP technology choice using cellular automata to represent new technology information dispersion and knowledge acquisition. Applying the model as an n-factorial experiment quantifies the impacts of standby rates on CHP technologies under alternative diffusion paths. Analysis of a sample utility indicates that, regardless of the likely diffusion process, reducing standby rates to reflect the cost of serving a large number of small, spatially clustered CHP systems significantly increases the adoption of these technologies

  17. Custom map projections for regional groundwater models

    Science.gov (United States)

    Kuniansky, Eve L.

    2017-01-01

    For regional groundwater flow models (areas greater than 100,000 km2), improper choice of map projection parameters can result in model error for boundary conditions dependent on area (recharge or evapotranspiration simulated by application of a rate using cell area from model discretization) and length (rivers simulated with head-dependent flux boundary). Smaller model areas can use local map coordinates, such as State Plane (United States) or Universal Transverse Mercator (correct zone) without introducing large errors. Map projections vary in order to preserve one or more of the following properties: area, shape, distance (length), or direction. Numerous map projections are developed for different purposes as all four properties cannot be preserved simultaneously. Preservation of area and length are most critical for groundwater models. The Albers equal-area conic projection with custom standard parallels, selected by dividing the length north to south by 6 and selecting standard parallels 1/6th above or below the southern and northern extent, preserves both area and length for continental areas in mid latitudes oriented east-west. Custom map projection parameters can also minimize area and length error in non-ideal projections. Additionally, one must also use consistent vertical and horizontal datums for all geographic data. The generalized polygon for the Floridan aquifer system study area (306,247.59 km2) is used to provide quantitative examples of the effect of map projections on length and area with different projections and parameter choices. Use of improper map projection is one model construction problem easily avoided.

  18. Hierarchical Bayes Modeling of the Customer Satisfaction Index

    OpenAIRE

    Nobuhiko Terui; Shohei Hasegawa; Taemyung Chun; Kosuke Ogawa

    2011-01-01

    Customer Satisfaction Index has been developed in many countries including North America, Europe and Asia last decades, which are based on Americal Customer Satisfaction Index (ACSI) by the University of Michigan, where the latent factor "Customer Satisfaction" related to the customer loyalty is estimated by a covariance structural model with six factors generated from 17 question items and PLS method. They apply the identical structural model to all companies in order to measure the national...

  19. RESEARCH NOTE Clinical Utility of a 377 gene custom NGS ...

    Indian Academy of Sciences (India)

    2016-11-11

    Nov 11, 2016 ... reduces the ambiguity of reporting VUSs, particularly in light of the non-seizure related association of ~70% of the genes. Furthermore, our data suggests that rarer genes may play a more significant role in the manifestation of epileptic phenotypes. The clinical utility of a test is primarily determined by its ...

  20. One-Step Dynamic Classifier Ensemble Model for Customer Value Segmentation with Missing Values

    Directory of Open Access Journals (Sweden)

    Jin Xiao

    2014-01-01

    Full Text Available Scientific customer value segmentation (CVS is the base of efficient customer relationship management, and customer credit scoring, fraud detection, and churn prediction all belong to CVS. In real CVS, the customer data usually include lots of missing values, which may affect the performance of CVS model greatly. This study proposes a one-step dynamic classifier ensemble model for missing values (ODCEM model. On the one hand, ODCEM integrates the preprocess of missing values and the classification modeling into one step; on the other hand, it utilizes multiple classifiers ensemble technology in constructing the classification models. The empirical results in credit scoring dataset “German” from UCI and the real customer churn prediction dataset “China churn” show that the ODCEM outperforms four commonly used “two-step” models and the ensemble based model LMF and can provide better decision support for market managers.

  1. A duopoly model with heterogeneous congestion-sensitive customers

    NARCIS (Netherlands)

    Mandjes, M.R.H.; Timmer, Judith B.

    2003-01-01

    This paper analyzes a model with multiple firms (providers), and two classes of customers. These customers classes are characterized by their attitude towards `congestion' (caused by other customers using the same resources); a firm is selected on the basis of both the prices charged by the firms,

  2. A duopoly model with heterogeneous congestion-sensitive customers.

    NARCIS (Netherlands)

    Mandjes, M.R.H.; Timmer, J.

    2007-01-01

    Abstract This paper analyzes a model with two firms (providers), and two classes of customers. These customers classes are characterized by their attitude towards ‘congestion’ (caused by other customers using the same resources); a firm is selected on the basis of both the prices charged by the

  3. A duopoly model with heterogeneous congestion-sensitive customers

    NARCIS (Netherlands)

    Mandjes, M.R.H.; Timmer, Judith B.

    This paper analyzes a model with two firms (providers), and two classes of customers. These customers classes are characterized by their attitude towards ‘congestion’ (caused by other customers using the same resources); a firm is selected on the basis of both the prices charged by the firms, and

  4. Restoration of an atrophic eye socket with custom made eye prosthesis, utilizing digital photography

    Directory of Open Access Journals (Sweden)

    Gaurav P Jayaswal

    2011-01-01

    Full Text Available Ocular defects may cause several ocular and orbital disorders, which require surgical intervention. These defects are psychologically disturbing for the patients, and therefore, they require immediate management and rehabilitation by a team of specialist. Ocular prosthesis may be either readymade (stock or custom made. Fabrication of a custom ocular prosthesis allows for a range of variations during construction. The iris can also be custom made by ocular painting or by digital photography. The optimum cosmetic and functional results of a custom-made prosthesis enhance the patient′s rehabilitation to a normal life style. This paper elaborates the technique for fabrication of a custom-made ocular prosthesis for an atrophic eye socket utilizing digital photography.

  5. A fuzzy model for exploiting customer requirements

    Directory of Open Access Journals (Sweden)

    Zahra Javadirad

    2016-09-01

    Full Text Available Nowadays, Quality function deployment (QFD is one of the total quality management tools, where customers’ views and requirements are perceived and using various techniques improves the production requirements and operations. The QFD department, after identification and analysis of the competitors, takes customers’ feedbacks to meet the customers’ demands for the products compared with the competitors. In this study, a comprehensive model for assessing the importance of the customer requirements in the products or services for an organization is proposed. The proposed study uses linguistic variables, as a more comprehensive approach, to increase the precision of the expression evaluations. The importance of these requirements specifies the strengths and weaknesses of the organization in meeting the requirements relative to competitors. The results of these experiments show that the proposed method performs better than the other methods.

  6. A framework and review of customer outage costs: Integration and analysis of electric utility outage cost surveys

    Energy Technology Data Exchange (ETDEWEB)

    Lawton, Leora; Sullivan, Michael; Van Liere, Kent; Katz, Aaron; Eto, Joseph

    2003-11-01

    A clear understanding of the monetary value that customers place on reliability and the factors that give rise to higher and lower values is an essential tool in determining investment in the grid. The recent National Transmission Grid Study recognizes the need for this information as one of growing importance for both public and private decision makers. In response, the U.S. Department of Energy has undertaken this study, as a first step toward addressing the current absence of consistent data needed to support better estimates of the economic value of electricity reliability. Twenty-four studies, conducted by eight electric utilities between 1989 and 2002 representing residential and commercial/industrial (small, medium and large) customer groups, were chosen for analysis. The studies cover virtually all of the Southeast, most of the western United States, including California, rural Washington and Oregon, and the Midwest south and east of Chicago. All variables were standardized to a consistent metric and dollar amounts were adjusted to the 2002 CPI. The data were then incorporated into a meta-database in which each outage scenario (e.g., the lost of electric service for one hour on a weekday summer afternoon) is treated as an independent case or record both to permit comparisons between outage characteristics and to increase the statistical power of analysis results. Unadjusted average outage costs and Tobit models that estimate customer damage functions are presented. The customer damage functions express customer outage costs for a given outage scenario and customer class as a function of location, time of day, consumption, and business type. One can use the damage functions to calculate outage costs for specific customer types. For example, using the customer damage functions, the cost experienced by an ''average'' customer resulting from a 1 hour summer afternoon outage is estimated to be approximately $3 for a residential customer, $1

  7. A Simulation Model for Measuring Customer Satisfaction through Employee Satisfaction

    Science.gov (United States)

    Zondiros, Dimitris; Konstantopoulos, Nikolaos; Tomaras, Petros

    2007-12-01

    Customer satisfaction is defined as a measure of how a firm's product or service performs compared to customer's expectations. It has long been a subject of research due to its importance for measuring marketing and business performance. A lot of models have been developed for its measurement. This paper propose a simulation model using employee satisfaction as one of the most important factors leading to customer satisfaction (the others being expectations and disconfirmation of expectations). Data obtained from a two-year survey in customers of banks in Greece were used. The application of three approaches regarding employee satisfaction resulted in greater customer satisfaction when there is serious effort to keep employees satisfied.

  8. Profit-Based Model Selection for Customer Retention Using Individual Customer Lifetime Values.

    Science.gov (United States)

    Óskarsdóttir, María; Baesens, Bart; Vanthienen, Jan

    2018-03-01

    The goal of customer retention campaigns, by design, is to add value and enhance the operational efficiency of businesses. For organizations that strive to retain their customers in saturated, and sometimes fast moving, markets such as the telecommunication and banking industries, implementing customer churn prediction models that perform well and in accordance with the business goals is vital. The expected maximum profit (EMP) measure is tailored toward this problem by taking into account the costs and benefits of a retention campaign and estimating its worth for the organization. Unfortunately, the measure assumes fixed and equal customer lifetime value (CLV) for all customers, which has been shown to not correspond well with reality. In this article, we extend the EMP measure to take into account the variability in the lifetime values of customers, thereby basing it on individual characteristics. We demonstrate how to incorporate the heterogeneity of CLVs when CLVs are known, when their prior distribution is known, and when neither is known. By taking into account individual CLVs, our proposed approach of measuring model performance gives novel insights when deciding on a customer retention campaign. The method is dependent on the characteristics of the customer base as is compliant with modern business analytics and accommodates the data-driven culture that has manifested itself within organizations.

  9. Learning from and with Customers with Social Media: A Model for Social Customer Learning

    Directory of Open Access Journals (Sweden)

    Hannu Kärkkäinen

    2012-01-01

    Full Text Available Social media can enable and significantly increase the collaboration andlearning from customers in various ways, for instance by novel social waysof providing and receiving feedback from new products and concepts. Wehave created a model that can support managers and researchers to betteranalyse and understand the possibilities of social media approaches especiallyfrom the business-to-business (B2B customer interface standpoint. Weused the model to analyse found various types of business-to-business relatedsocial media approaches to create new understanding of the scarcelyresearched field of social media in the customer learning and the customerinterface of B2B innovation.

  10. Queueing System with Heterogeneous Customers as a Model of a Call Center with a Call-Back for Lost Customers

    OpenAIRE

    Dudin, Sergey; Kim, Chesoong; Dudina, Olga; Baek, Janghyun

    2013-01-01

    A multiserver queueing system with infinite and finite buffers, two types of customers, and two types of servers as a model of a call center with a call-back for lost customers is investigated. Type 1 customers arrive to the system according to a Markovian arrival process. All rejected type 1 customers become type 2 customers. Type r, r=1,2, servers serve type r customers if there are any in the system and serve type r′, r′=1,2,  r′≠r, customers if there are no type r customers in the system....

  11. Modeling of customer adoption of distributed energy resources; TOPICAL

    International Nuclear Information System (INIS)

    Marnay, Chris; Chard, Joseph S.; Hamachi, Kristina S.; Lipman, Timothy; Moezzi, Mithra M.; Ouaglal, Boubekeur; Siddiqui, Afzal S.

    2001-01-01

    This report describes work completed for the California Energy Commission (CEC) on the continued development and application of the Distributed Energy Resources Customer Adoption Model (DER-CAM). This work was performed at Ernest Orlando Lawrence Berkeley National Laboratory (Berkeley Lab) between July 2000 and June 2001 under the Consortium for Electric Reliability Technology Solutions (CERTS) Distributed Energy Resources Integration (DERI) project. Our research on distributed energy resources (DER) builds on the concept of the microgrid ((mu)Grid), a semiautonomous grouping of electricity-generating sources and end-use sinks that are placed and operated for the benefit of its members. Although a(mu)Grid can operate independent of the macrogrid (the utility power network), the(mu)Grid is usually interconnected, purchasing energy and ancillary services from the macrogrid. Groups of customers can be aggregated into(mu)Grids by pooling their electrical and other loads, and the most cost-effective combination of generation resources for a particular(mu)Grid can be found. In this study, DER-CAM, an economic model of customer DER adoption implemented in the General Algebraic Modeling System (GAMS) optimization software is used, to find the cost-minimizing combination of on-site generation customers (individual businesses and a(mu)Grid) in a specified test year. DER-CAM's objective is to minimize the cost of supplying electricity to a specific customer by optimizing the installation of distributed generation and the self-generation of part or all of its electricity. Currently, the model only considers electrical loads, but combined heat and power (CHP) analysis capability is being developed under the second year of CEC funding. The key accomplishments of this year's work were the acquisition of increasingly accurate data on DER technologies, including the development of methods for forecasting cost reductions for these technologies, and the creation of a credible example

  12. Modeling of customer adoption of distributed energy resources

    Energy Technology Data Exchange (ETDEWEB)

    Marnay, Chris; Chard, Joseph S.; Hamachi, Kristina S.; Lipman, Timothy; Moezzi, Mithra M.; Ouaglal, Boubekeur; Siddiqui, Afzal S.

    2001-08-01

    This report describes work completed for the California Energy Commission (CEC) on the continued development and application of the Distributed Energy Resources Customer Adoption Model (DER-CAM). This work was performed at Ernest Orlando Lawrence Berkeley National Laboratory (Berkeley Lab) between July 2000 and June 2001 under the Consortium for Electric Reliability Technology Solutions (CERTS) Distributed Energy Resources Integration (DERI) project. Our research on distributed energy resources (DER) builds on the concept of the microgrid ({mu}Grid), a semiautonomous grouping of electricity-generating sources and end-use sinks that are placed and operated for the benefit of its members. Although a {mu}Grid can operate independent of the macrogrid (the utility power network), the {mu}Grid is usually interconnected, purchasing energy and ancillary services from the macrogrid. Groups of customers can be aggregated into {mu}Grids by pooling their electrical and other loads, and the most cost-effective combination of generation resources for a particular {mu}Grid can be found. In this study, DER-CAM, an economic model of customer DER adoption implemented in the General Algebraic Modeling System (GAMS) optimization software is used, to find the cost-minimizing combination of on-site generation customers (individual businesses and a {mu}Grid) in a specified test year. DER-CAM's objective is to minimize the cost of supplying electricity to a specific customer by optimizing the installation of distributed generation and the self-generation of part or all of its electricity. Currently, the model only considers electrical loads, but combined heat and power (CHP) analysis capability is being developed under the second year of CEC funding. The key accomplishments of this year's work were the acquisition of increasingly accurate data on DER technologies, including the development of methods for forecasting cost reductions for these technologies, and the creation of a

  13. 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 ...

  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 conversion model: A strategic market segmentation system based on customer commitment and potential to change

    Energy Technology Data Exchange (ETDEWEB)

    Ceurvorst, R.W. [Market Facts, Inc., Arlington Heights, IL (United States)

    1994-11-01

    Deregulation of utilities will require providers of electric power to put the issue of competition at the top of their strategic planning agenda. The companies that will flourish in this new competitive environment are those that have strongly committed customers and potential to grow. {open_quotes}Commitment{close_quotes} is the complex psychological bond between a customer and a brand (or choice); it is critical to measure because it is the foundation of loyalty and brand equity. The Conversion Model is an established, validated strategic research tool that measures customer commitment and potential to change. It was designed to help marketers devise strategies to strengthen the commitment of current customers and to acquire new customers. The Model helps companies protect and grow their businesss by first quantifying the commitment of current customers and the potential to convert competitors` customers. Further, the Model provides managers with actionable insights about the demographic, behavioral and attitudinal factors that characterize customers who are secure in their commitment, those who are vulnerable to being lost, the non-customers who can be won over and those who are unavailable.

  16. DETERMINANTS OF CUSTOMER LOYALTY AND PROPOSING A CUSTOMER LOYALTY MODEL FOR THE BANKING SECTOR OF PAKISTAN

    Directory of Open Access Journals (Sweden)

    Afsar BILAL

    2010-01-01

    Full Text Available It is always costly to attract new customers, so the managers always try to find ways to retain their current customers and concentrate on different factors which enhances the customer loyalty among the customers of the organizations. This research attempts to find the factors of customer loyalty and their relationships with banking industry in one of the developing countries i.e. Pakistan. Then analyzing the relationship among different factors a model for the customer loyalty is proposed at the end of the research. In order to do this, a questionnaire is designed and validated, then based on the data which were gained from the 316 respondents' answers to the designed questionnaire, the analysis is done and the results and the relations among the factors are explained. Perceived Quality, Satisfaction, Trust, Switching Cost and Commitment are the factors which influence the Loyalty of the customers. Theses factors also influence each other as well. The relationships of different factors with each other are also studied and the SPSS software is used to analyze the data gathered from the respondents.

  17. Introducing A Hybrid Data Mining Model to Evaluate Customer Loyalty

    Directory of Open Access Journals (Sweden)

    H. Alizadeh

    2016-12-01

    Full Text Available The main aim of this study was introducing a comprehensive model of bank customers᾽ loyalty evaluation based on the assessment and comparison of different clustering methods᾽ performance. This study also pursues the following specific objectives: a using different clustering methods and comparing them for customer classification, b finding the effective variables in determining the customer loyalty, and c using different collective classification methods to increase the modeling accuracy and comparing the results with the basic methods. Since loyal customers generate more profit, this study aims at introducing a two-step model for classification of customers and their loyalty. For this purpose, various methods of clustering such as K-medoids, X-means and K-means were used, the last of which outperformed the other two through comparing with Davis-Bouldin index. Customers were clustered by using K-means and members of these four clusters were analyzed and labeled. Then, a predictive model was run based on demographic variables of customers using various classification methods such as DT (Decision Tree, ANN (Artificial Neural Networks, NB (Naive Bayes, KNN (K-Nearest Neighbors and SVM (Support Vector Machine, as well as their bagging and boosting to predict the class of loyal customers. The results showed that the bagging-ANN was the most accurate method in predicting loyal customers. This two-stage model can be used in banks and financial institutions with similar data to identify the type of future customers.

  18. Customer-Provider Strategic Alignment: A Maturity Model

    Science.gov (United States)

    Luftman, Jerry; Brown, Carol V.; Balaji, S.

    This chapter presents a new model for assessing the maturity of a ­customer-provider relationship from a collaborative service delivery perspective: the Customer-Provider Strategic Alignment Maturity (CPSAM) Model. This model builds on recent research for effectively managing the customer-provider relationship in IT service outsourcing contexts and a validated model for assessing alignment across internal IT service units and their business customers within the same organization. After reviewing relevant literature by service science and information systems researchers, the six overarching components of the maturity model are presented: value measurements, governance, partnership, communications, human resources and skills, and scope and architecture. A key assumption of the model is that all of the components need be addressed to assess and improve customer-provider alignment. Examples of specific metrics for measuring the maturity level of each component over the five levels of maturity are also presented.

  19. Modeling Customer Lifetimes with Multiple Causes of Churn

    OpenAIRE

    Michael Braun; David A. Schweidel

    2011-01-01

    Customer retention and customer churn are key metrics of interest to marketers, but little attention has been placed on linking the different reasons for which customers churn to their value to a contractual service provider. In this paper, we put forth a hierarchical competing-risk model to jointly model when customers choose to terminate their service and why. Some of these reasons for churn can be influenced by the firm (e.g., service problems or price–value trade-offs), but others are unc...

  20. A Financial Data Mining Model for Extracting Customer Behavior

    Directory of Open Access Journals (Sweden)

    Mark K.Y. Mak

    2011-08-01

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

  1. Targeting utility customers to improve energy savings from conservation and efficiency programs

    International Nuclear Information System (INIS)

    Taylor, Nicholas W.; Jones, Pierce H.; Kipp, M. Jennison

    2014-01-01

    Highlights: • Improving DSM program impacts by targeting high energy users. • DSM energy savings potential hinges on pre-participation performance. • Targeting can benefit different utilities and energy efficiency programs. • Overall performance can be improved by up to 250% via targeting strategies. - Abstract: Electric utilities, government agencies, and private interests in the US have committed and continue to invest substantial resources – including billions of dollars of financial capital – in the pursuit of energy efficiency and conservation through demand-side management (DSM) programs. While most of these programs are deemed to be cost effective, and therefore in the public interest, opportunities exist to improve cost effectiveness by targeting programs to those customers with the greatest potential for energy savings. This article details an analysis of three DSM programs offered by three Florida municipal electric utilities to explore such opportunities. First, we estimate programs’ energy savings impacts; second, we measure and compare energy savings across subgroups of program participants as determined by their pre-intervention energy performance, and third, we explore potential changes in program impacts that might be realized by targeting specific customers for participation in the DSM programs. All three programs resulted in statistically significant average (per-participant) energy savings, yet average savings varied widely, with the customers who performed best (i.e., most efficient) before the intervention saving the least energy and those who performed worst (i.e., least efficient) before the intervention saving the most. Assessment of alternative program participation scenarios with varying levels of customer targeting suggests that program impacts could be increased by as much as 80% for a professional energy audit program, just over 100% for a high-efficiency heat pump upgrade program, and nearly 250% for an attic insulation

  2. Interactions between Energy Efficiency Programs funded under the Recovery Act and Utility Customer-Funded Energy Efficiency Programs

    Energy Technology Data Exchange (ETDEWEB)

    Goldman, Charles A.; Stuart, Elizabeth; Hoffman, Ian; Fuller, Merrian C.; Billingsley, Megan A.

    2011-02-25

    -funded energy efficiency programs administered by state energy offices: the State Energy Program (SEP) formula grants, the portion of Energy Efficiency and Conservation Block Grant (EECBG) formula funds administered directly by states, and the State Energy Efficient Appliance Rebate Program (SEEARP). Since these ARRA programs devote significant monies to energy efficiency and serve similar markets as utility customer-funded programs, there are frequent interactions between programs. We exclude the DOE low-income weatherization program and EECBG funding awarded directly to the over 2,200 cities, counties and tribes from our study to keep its scope manageable. We summarize the energy efficiency program design and funding choices made by the 50 state energy offices, 5 territories and the District of Columbia. We then focus on the specific choices made in 12 case study states. These states were selected based on the level of utility customer program funding, diversity of program administrator models, and geographic diversity. Based on interviews with more than 80 energy efficiency actors in those 12 states, we draw observations about states strategies for use of Recovery Act funds. We examine interactions between ARRA programs and utility customer-funded energy efficiency programs in terms of program planning, program design and implementation, policy issues, and potential long-term impacts. We consider how the existing regulatory policy framework and energy efficiency programs in these 12 states may have impacted development of these selected ARRA programs. Finally, we summarize key trends and highlight issues that evaluators of these ARRA programs may want to examine in more depth in their process and impact evaluations.

  3. Expanding business-to-business customer relationships : modeling the customer's upgrade decision

    NARCIS (Netherlands)

    Bolton, R.; Lemon, K.N.; Verhoef, P.C.

    This article develops a model of a business customer's decision to upgrade service contracts conditional on the decision to renew the contract. It proposes that the firm's upgrade decision is influenced by (1) decision-maker perceptions of the relationship with the supplier, (2) contract-level

  4. Contemporary models of access to bank customers

    Directory of Open Access Journals (Sweden)

    Grujić-Rajevac Jadranka

    2016-01-01

    Full Text Available We are witnesses of fast changes in banking environment in this country. Key to all the changes is the new concept of how to approach the bank's clients, whose objective is to increase sales of products and services making the sales one of the basic banking functions. Namely, the goal is the sale of high-quality banking product, keeping the current clients, attracting new clients and at the same time being competitive. In the new approach to clients, banks apply the concept of customer relationship management - CRM which supports effective selling processes by means of cross-selling.

  5. Spanish utility turns customer bills into a strategic advantage with EDP

    International Nuclear Information System (INIS)

    Stone, C.

    2007-01-01

    Enterprise document presentments (EDPs) are now used at many utilities to enable the automated creation and presentment of documents in formats that suit the needs of their customers. Upgraded billing capabilities can reduce operational costs, as well as drive incremental revenue for utilities that offer a portfolio of services. EDP bills can also provide an adaptable vehicle for meeting regulatory information requirements, as well as for demonstrating the utility's community obligations. This paper discussed an EDP program used by the Spanish utility Hidroelectrica del Cantabrico. After consulting with various companies, the utility finally selected an EDP solution provided by StreamServe Utilities, which offered data source independence. SAP data was received in RDI format, which provided the ability to rapidly design and generate invoices, contracts, and other documents. The EDP system selected by the utility also allowed them to consolidate electricity and gas consumption into a single invoice. Invoices were classified by distinct criteria, and optical labels were inserted to provide greater flexibility for design changes. The EDP solution allowed the utility to improve its corporate image on each printed document and optimize its client relationships by establishing a new marketing channel through the invoice itself. It was concluded that the utility has also achieved significant cost savings on paper and postage, as promotional campaigns are now inserted into invoice envelopes. 1 fig

  6. Spanish utility turns customer bills into a strategic advantage with EDP

    Energy Technology Data Exchange (ETDEWEB)

    Stone, C. [StreamServe Inc., Burlington, MA (United States)

    2007-03-15

    Enterprise document presentments (EDPs) are now used at many utilities to enable the automated creation and presentment of documents in formats that suit the needs of their customers. Upgraded billing capabilities can reduce operational costs, as well as drive incremental revenue for utilities that offer a portfolio of services. EDP bills can also provide an adaptable vehicle for meeting regulatory information requirements, as well as for demonstrating the utility's community obligations. This paper discussed an EDP program used by the Spanish utility Hidroelectrica del Cantabrico. After consulting with various companies, the utility finally selected an EDP solution provided by StreamServe Utilities, which offered data source independence. SAP data was received in RDI format, which provided the ability to rapidly design and generate invoices, contracts, and other documents. The EDP system selected by the utility also allowed them to consolidate electricity and gas consumption into a single invoice. Invoices were classified by distinct criteria, and optical labels were inserted to provide greater flexibility for design changes. The EDP solution allowed the utility to improve its corporate image on each printed document and optimize its client relationships by establishing a new marketing channel through the invoice itself. It was concluded that the utility has also achieved significant cost savings on paper and postage, as promotional campaigns are now inserted into invoice envelopes. 1 fig.

  7. 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.

  8. Non-utility generation and demand management reliability of customer delivery systems

    International Nuclear Information System (INIS)

    Hamoud, G.A.; Wang, L.

    1995-01-01

    A probabilistic methodology for evaluating the impact of non-utility generation (NUG) and demand management programs (DMP) on supply reliability of customer delivery systems was presented. The proposed method was based on the criteria that the supply reliability to the customers on the delivery system should not be affected by the integration of either NUG or DMPs. The method considered station load profile, load forecast, and uncertainty in size and availability of the nuio. Impacts on system reliability were expressed in terms of possible delays of the in-service date for new facilities or in terms of an increase in the system load carrying capability. Examples to illustrate the proposed methodology were provided. 10 refs., 8 tabs., 2 figs

  9. A GENERALIZATION OF TRADITIONAL KANO MODEL FOR CUSTOMER REQUIREMENTS ANALYSIS

    Directory of Open Access Journals (Sweden)

    Renáta Turisová

    2015-07-01

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

  10. Customer-centered careflow modeling based on guidelines.

    Science.gov (United States)

    Huang, Biqing; Zhu, Peng; Wu, Cheng

    2012-10-01

    In contemporary society, customer-centered health care, which stresses customer participation and long-term tailored care, is inevitably becoming a trend. Compared with the hospital or physician-centered healthcare process, the customer-centered healthcare process requires more knowledge and modeling such a process is extremely complex. Thus, building a care process model for a special customer is cost prohibitive. In addition, during the execution of a care process model, the information system should have flexibility to modify the model so that it adapts to changes in the healthcare process. Therefore, supporting the process in a flexible, cost-effective way is a key challenge for information technology. To meet this challenge, first, we analyze various kinds of knowledge used in process modeling, illustrate their characteristics, and detail their roles and effects in careflow modeling. Secondly, we propose a methodology to manage a lifecycle of the healthcare process modeling, with which models could be built gradually with convenience and efficiency. In this lifecycle, different levels of process models are established based on the kinds of knowledge involved, and the diffusion strategy of these process models is designed. Thirdly, architecture and prototype of the system supporting the process modeling and its lifecycle are given. This careflow system also considers the compatibility of legacy systems and authority problems. Finally, an example is provided to demonstrate implementation of the careflow system.

  11. Customer journey in B2B SaaS business models

    OpenAIRE

    Opanasenko, Mariia

    2017-01-01

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

  12. A method of personal positioning for indoor customer tracking utilizing wearable inertial sensors

    Science.gov (United States)

    Ohtaki, Yasuaki; Hu, Dan; Hashimoto, Koichi; Inooka, Hikaru

    2005-12-01

    In order to achieve in-store customer traffic tracking, a method should be capable of catching personnel routings and ambulation trajectories while shopping. In this study, we presented a practical method for indoor personnel positioning, especially focusing on ambulatory path recognition and trajectory estimation. The method was designed to be autonomous needless of neither external measures nor cumbersome installations to a store environment. To avoid an inherent problem of trajectory estimation through Dead-Reckoning algorithm, an advanced probabilistic Map Matching method was applied utilizing a Particle filtering technique. The experiment was performed to confirm the utility of the proposed method in a small retail store. The result showed that the proposed method provided feasible successes in tracking personnel positioning.

  13. Model Pengukuran Kinerja Customer Relationship Management dalam Industri Perbankan

    Directory of Open Access Journals (Sweden)

    Freddy Simbolon

    2014-05-01

    Full Text Available High competition in the banking industry requires the banking industry to properly manage relationships with customers, as it is known as Customer Relationship Management (CRM. CRM applications will become effective when supported by information technology. Investment in information technology is not a small investment, because the higher the information technology, the greater the value of the investment. This study aims to obtain a model of CRM performance measurement in the banking industry efficiently and effective. The method in this study uses descriptive analytical method, while the results obtained in this study is a CRM Scorecard. CRM Scorecard is one of the approach models that correctly measure the performance of CRM, which is based on information technology. Through CRM Scorecard approach, information technology investment in CRM is no longer seen as a cost center, but seen to be a profit center, because the company can manage customers efficiently and effectively in order to enhance shareholder value in the future.

  14. A Framework for Organizing Current and Future Electric Utility Regulatory and Business Models

    Energy Technology Data Exchange (ETDEWEB)

    Satchwell, Andrew [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Cappers, Peter [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Schwartz, Lisa [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Fadrhonc, Emily Martin [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States)

    2015-06-01

    In this report, we will present a descriptive and organizational framework for incremental and fundamental changes to regulatory and utility business models in the context of clean energy public policy goals. We will also discuss the regulated utility's role in providing value-added services that relate to distributed energy resources, identify the "openness" of customer information and utility networks necessary to facilitate change, and discuss the relative risks, and the shifting of risks, for utilities and customers.

  15. Study of behavior and determination of customer lifetime value(CLV) using Markov chain model

    Science.gov (United States)

    Permana, Dony; Indratno, Sapto Wahyu; Pasaribu, Udjianna S.

    2014-03-01

    Customer Lifetime Value or CLV is a restriction on interactive marketing to help a company in arranging financial for the marketing of new customer acquisition and customer retention. Additionally CLV can be able to segment customers for financial arrangements. Stochastic models for the fairly new CLV used a Markov chain. In this model customer retention probability and new customer acquisition probability play an important role. This model is originally introduced by Pfeifer and Carraway in 2000 [1]. They introduced several CLV models, one of them only involves customer and former customer. In this paper we expand the model by adding the assumption of the transition from former customer to customer. In the proposed model, the CLV value is higher than the CLV value obtained by Pfeifer and Caraway model. But our model still requires a longer convergence time.

  16. Utility of Big Area Additive Manufacturing (BAAM) For The Rapid Manufacture of Customized Electric Vehicles

    Energy Technology Data Exchange (ETDEWEB)

    Love, Lonnie J [ORNL

    2015-08-01

    This Oak Ridge National Laboratory (ORNL) Manufacturing Development Facility (MDF) technical collaboration project was conducted in two phases as a CRADA with Local Motors Inc. Phase 1 was previously reported as Advanced Manufacturing of Complex Cyber Mechanical Devices through Community Engagement and Micro-manufacturing and demonstrated the integration of components onto a prototype body part for a vehicle. Phase 2 was reported as Utility of Big Area Additive Manufacturing (BAAM) for the Rapid Manufacture of Customized Electric Vehicles and demonstrated the high profile live printing of an all-electric vehicle using ONRL s Big Area Additive Manufacturing (BAAM) technology. This demonstration generated considerable national attention and successfully demonstrated the capabilities of the BAAM system as developed by ORNL and Cincinnati, Inc. and the feasibility of additive manufacturing of a full scale electric vehicle as envisioned by the CRADA partner Local Motors, Inc.

  17. The Future of Utility Customer-Funded Energy Efficiency Programs in the United States: Projected Spending and Savings to 2025

    Energy Technology Data Exchange (ETDEWEB)

    Barbose, Galen [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Goldman, Charles [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Hoffman, Ian [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Billingsley, Megan [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States)

    2012-09-11

    We develop projections of future spending on, and savings from, energy efficiency programs funded by electric and gas utility customers in the United States, under three scenarios through 2025. Our analysis, which updates a previous LBNL study, relies on detailed bottom-up modeling of current state energy efficiency policies, regulatory decisions, and demand-side management and utility resource plans. The three scenarios are intended to represent a range of potential outcomes under the current policy environment (i.e., without considering possible major new policy developments). By 2025, spending on electric and gas efficiency programs (excluding load management programs) is projected to double from 2010 levels to $9.5 billion in the medium case, compared to $15.6 billion in the high case and $6.5 billion in the low case. Compliance with statewide legislative or regulatory savings or spending targets is the primary driver for the increase in electric program spending through 2025, though a significant share of the increase is also driven by utility DSM planning activity and integrated resource planning. Our analysis suggests that electric efficiency program spending may approach a more even geographic distribution over time in terms of absolute dollars spent, with the Northeastern and Western states declining from over 70% of total U.S. spending in 2010 to slightly more than 50% in 2025, with the South and Midwest splitting the remainder roughly evenly. Under our medium case scenario, annual incremental savings from customer-funded electric energy efficiency programs increase from 18.4 TWh in 2010 in the U.S. (which is about 0.5% of electric utility retail sales) to 28.8 TWh in 2025 (0.8% of retail sales). These savings would offset the majority of load growth in the Energy Information Administration’s most recent reference case forecast, given specific assumptions about the extent to which future energy efficiency program savings are captured in that forecast

  18. Propensity Customer the Proposition of Lawsuits: Development and test of Predictive Model for the Electricity Sector

    Directory of Open Access Journals (Sweden)

    Victor Manoel Cunha de Almeida

    2014-11-01

    Full Text Available The study aimed to propose and test a model to predict the propensity of lawsuits of Power sector utility customers. The effects of customer profile, motives of complaints, and the history of administrative actions, on the propensity to lawsuits, were investigated. The paradigm of disconfirmation of expectations was used as a theoretical framework for this study. We adopted a substantive approach to the development and testing of the predictive model. The technique of Classification Tree was chosen to operationalize the model. The method specified in this study for the creation of the decision tree was the CHAID (Chi Square Interaction Detector. Data analysis shows that the propensity to the proposition of a lawsuit does not solely depend on the nature of the problem faced by the client, but the profile and trajectory relationship with the utility provider. The results of this study offer empirical support to the theoretical paradigm of disconfirmation of expectations, more specifically, with regard to the Satisfaction Theory, Attribution Theory and the Theory of Justice and Equity. The main managerial contribution of the study lies in propose a predictive model that allows utility providers to assign each customer a probability to propose a lawsuit, which enables the proactive adoption of practices by the managers, aiming to better serve the public.

  19. Perancangan Model Basis Data Sistem Operasional Berbasiskan Customer Relationship Management

    Directory of Open Access Journals (Sweden)

    Tanty Oktavia

    2013-12-01

    Full Text Available Data is a very important asset for a company since it describes the company’s running processes. Database as a part of the information system components provides a big influence in helping data integration in a company. Therefore, we need a system which can facilitate the availability of data to be processed and used as needed, This study takes a company engaged in the sale of bike and spare parts, namely PT TDI, as the object of the study. At this time, PT TDI uses an integrated system in helping the company's operations. Along with thevision and mission, PT TDI intends to build a new operating system by applying the concept of Customer Relationship Management (CRM which is believed to assist the company in maintaining relationships with customers using web-based platform. It aims to facilitate interaction with customers so that it can be done anytime and anywhere. This study implements the database design life cycle adjusted to the component aspects of CRM. The result achieved is a model that combines database CRM systems that can help companies improve relationships with customers.

  20. Customer care policy for utilities - demonstrated with the example of a call center; Customer Care fuer EVU - Wirkungszusammenhaenge am Beispiel des Telefon-Service

    Energy Technology Data Exchange (ETDEWEB)

    Weisse, D. [Consulting und Services, pdv Unternehmensberatung GmbH, Roesrath (Germany)

    2000-01-10

    Customer care policy, for preventing change to another provider and consolidating customer loyalty, is becoming a strategic (powerful) instrument for a utility in the competitive market. But what does this really imply for the day-to-day process of dealing with client-specific operations and workflows? The article describes the interactions between strategic marketing for ensuring client satisfaction and the resulting requirements to be met by a utility's call center, and also describes the key 'parameters' and requirements for successful day-to-day management of call centers. (orig./CB) [German] Customer Care zur Reduzierung der Wechselbereitschaft bzw. zur Erhoehung der Kundenbindung wird fuer EVU zu einem strategischen Instrument im Kampf um die Kunden. Aber was bedeutet dies fuer die operative Abwicklung der kundenbezogenen Geschaeftsprozesse? Der Verfasser erlaeutert die Zusammenhaenge zwischen dem strategischen Ziel der Kundenzufriedenheit und der operativen Umsetzung des Telefon-Service und beschreibt die 'Stellschrauben', die fuer diesen Zweck bei der Planung aber auch im taeglichen Management eines Call Centers zur Verfuegung stehen. (orig.)

  1. Modeling of customer adoption of distributed generation in Japan

    International Nuclear Information System (INIS)

    Asano, Hiroshi; Nishio, Ken-ichiro; Imanaka, Takeo; Imamura, Ei-ichi

    2005-01-01

    This paper presents the modeling of customer adoption of distributed generation (DG) in industrial and residential sectors in Japan. We classified the DG market into an existing industrial DG market that is based on conventional prime movers (steam turbines, diesel engines, gas turbines, and gas engines) and a new residential DG market that is based on micro gas engines and fuel cell technology. Customers adopt self-generation considering the different prime movers and thermally activated equipment, fuel choice, growth of industrial output, and energy demand. The trend of the installed capacity of each prime mover shows different diffusion patterns. We conducted regression analysis of time-series data of self-generating facilities for the period from 1983 to 2001. We also modeled residential customer adoption of polymer electrolyte fuel cells and micro engine cogeneration systems (CGSs) until 2020. The feature of this model is the dynamic choice of multiple technologies such as gas CGSs and heat-pump water heaters. Sensitivity analysis of energy efficiency and the initial cost of energy systems for technology diffusion reveal alternative penetration paths and impacts on energy consumption and CO2 emission. (Author)

  2. Accuracy of Implant Placement Utilizing Customized Patient Instrumentation in Total Knee Arthroplasty

    Directory of Open Access Journals (Sweden)

    William D. Bugbee

    2013-01-01

    Full Text Available Customized patient instrumentation (CPI combines preoperative planning with customized cutting jigs to position and align implants during total knee arthroplasty (TKA. We compared postoperative implant alignment of patients undergoing surgery with CPI to traditional TKA instrumentation for accuracy of implant placement. Twenty-five consecutive TKAs using CPI were analyzed. Preoperative CT scans of the lower extremities were segmented using a computer program. Limb alignment and mechanical axis were computed. Virtual implantation of computer-aided design models was done. Postoperative coronal and sagittal view radiographs were obtained. Using 3D image-matching software, relative positions of femoral and tibial implants were determined. Twenty-five TKAs implanted using traditional instrumentation were also analyzed. For CPI, difference in alignment from the preoperative plan was calculated. In the CPI group, the mean absolute difference between the planned and actual femoral placements was 0.67° in the coronal plane and 1.2° in the sagittal plane. For tibial alignment, the mean absolute difference was 0.9° in the coronal plane and 1.3° in the sagittal plane. For traditional instrumentation, difference from ideal placement for the femur was 1.5° in the coronal plane and 2.3° in the sagittal plane. For the tibia, the difference was 1.8° in the coronal plane. CPI achieved accurate implant positioning and was superior to traditional TKA instrumentation.

  3. The Program Administrator Cost of Saved Energy for Utility Customer-Funded Energy Efficiency Programs

    Energy Technology Data Exchange (ETDEWEB)

    Billingsley, Megan A.; Hoffman, Ian M.; Stuart, Elizabeth; Schiller, Steven R.; Goldman, Charles A.; LaCommare, Kristina

    2014-03-19

    End-use energy efficiency is increasingly being relied upon as a resource for meeting electricity and natural gas utility system needs within the United States. There is a direct connection between the maturation of energy efficiency as a resource and the need for consistent, high-quality data and reporting of efficiency program costs and impacts. To support this effort, LBNL initiated the Cost of Saved Energy Project (CSE Project) and created a Demand-Side Management (DSM) Program Impacts Database to provide a resource for policy makers, regulators, and the efficiency industry as a whole. This study is the first technical report of the LBNL CSE Project and provides an overview of the project scope, approach, and initial findings, including: • Providing a proof of concept that the program-level cost and savings data can be collected, organized, and analyzed in a systematic fashion; • Presenting initial program, sector, and portfolio level results for the program administrator CSE for a recent time period (2009-2011); and • Encouraging state and regional entities to establish common reporting definitions and formats that would make the collection and comparison of CSE data more reliable. The LBNL DSM Program Impacts Database includes the program results reported to state regulators by more than 100 program administrators in 31 states, primarily for the years 2009–2011. In total, we have compiled cost and energy savings data on more than 1,700 programs over one or more program-years for a total of more than 4,000 program-years’ worth of data, providing a rich dataset for analyses. We use the information to report costs-per-unit of electricity and natural gas savings for utility customer-funded, end-use energy efficiency programs. The program administrator CSE values are presented at national, state, and regional levels by market sector (e.g., commercial, industrial, residential) and by program type (e.g., residential whole home programs, commercial new

  4. Customer attractiveness, supplier satisfaction and preferred customer status : a review and a cycle model

    NARCIS (Netherlands)

    Schiele, Holger; Veldman, Jasper; Hüttinger, L.

    2012-01-01

    In this paper, we introduce the concept of preferred customer status, i.e. a buyer is awarded preferential treatment of its important suppliers compared to their other customers. As there is a lack of knowledge of what motivates suppliers to serve selected buyers better than others, our research

  5. How Managers' Shared Mental Models of Business–Customer Interactions Create Different Sensemaking of Social Media

    DEFF Research Database (Denmark)

    Rydén, Pernille; Ringberg, Torsten; Wilke, Ricky

    2015-01-01

    Building on empirical research, we identify four mental models of business–customer interactions and show how each uniquely affects how managers conceptualize and use social media. The four models are “business-to-customers,” “business-from-customers,” “business-with-customers,” and “business......-for-customers.” The mental model approach helps explain why managers' use of social media does not necessarily lead to radical changes in their interaction with customers, despite the opportunities facilitated by these media. We provide a conceptual framework that enables managers to introspectively investigate their own...... mental models and thereby revise their sensemaking and use of social media....

  6. Feasibility of optimizing large utility electricity customers on a distribution feeder

    DEFF Research Database (Denmark)

    Pensini, Alessandro; Mammoli, A.

    2014-01-01

    the electricity price, which in turn reflects the DSO requirements. However, most optimization tools are intended for minimizing the costs of a single user and do not take into account the grid operation. If large customers in the same area optimize their schedules, unwanted ‘artificial’ peaks may occur...... ability of the proposed model that delivers schedules where the peaks height can be reduced by a given degree. The additional power constraint reduces overload time by 54% while maintaining the electricity bill substantially equal to the optimal unconstrained formulation (1% cost increase). Reducing......The cost of electricity for a building can be lowered by applying optimization strategies that provide optimal purchasing schedules for the building operation under a variable electricity price. From the DSO perspective, this introduces benefits to the grid. The optimal schedule better follows...

  7. With better connection between utility and its customers and with more quality database toward more efficiently DSM program

    International Nuclear Information System (INIS)

    Tomasic-Skevin, S.

    1996-01-01

    In this paper new demand-side technologies and their influence on power system are described. Better connection between utility and its customers is the most important thing for build up good data-base and that data-base is base for efficient usage of DSM program. (author)

  8. One-Step Dynamic Classifier Ensemble Model for Customer Value Segmentation with Missing Values

    OpenAIRE

    Jin Xiao; Bing Zhu; Geer Teng; Changzheng He; Dunhu Liu

    2014-01-01

    Scientific customer value segmentation (CVS) is the base of efficient customer relationship management, and customer credit scoring, fraud detection, and churn prediction all belong to CVS. In real CVS, the customer data usually include lots of missing values, which may affect the performance of CVS model greatly. This study proposes a one-step dynamic classifier ensemble model for missing values (ODCEM) model. On the one hand, ODCEM integrates the preprocess of missing values and the classif...

  9. Determinants of customer satisfaction with hospitals: a managerial model.

    Science.gov (United States)

    Andaleeb, S S

    1998-01-01

    States that rapid changes in the environment have exerted significant pressures on hospitals to incorporate patient satisfaction in their strategic stance and quest for market share and long-term viability. This study proposes and tests a five-factor model that explains considerable variation in customer satisfaction with hospitals. These factors include communication with patients, competence of the staff, their demeanour, quality of the facilities, and perceived costs; they also represent strategic concepts that managers can address in their bid to remain competitive. A probability sample was selected and a multiple regression model used to test the hypotheses. The results indicate that all five variables were significant in the model and explained 62 per cent of the variation in the dependent variable. Managerial implications of the proposed model are discussed.

  10. Feasibility of optimizing large utility electricity customers on a distribution feeder

    DEFF Research Database (Denmark)

    Pensini, Alessandro; Mammoli, A.

    2014-01-01

    the electricity price, which in turn reflects the DSO requirements. However, most optimization tools are intended for minimizing the costs of a single user and do not take into account the grid operation. If large customers in the same area optimize their schedules, unwanted ‘artificial’ peaks may occur...... on the feeder that the DSO has to deal with. Peaks height can be lowered by applying an upper bound to the purchased electricity in the mathematical formulation of the optimization problem. However, introducing a further constraint reduces the economic benefit for optimizing customers. This study assesses...... the peak reduction potential of introducing the additional constraint while keeping appealing economic benefits for the customers. DER-CAM, an optimization tool developed at LBNL was used for simulating the operation of three large typical commercial customers over a week. Results prove the peak shaving...

  11. Comparing hospital staff and patient perceptions of customer service: a pilot study utilizing survey and focus group data.

    Science.gov (United States)

    Fottler, Myron D; Dickson, Duncan; Ford, Robert C; Bradley, Kenneth; Johnson, Lee

    2006-02-01

    The measurement of patient satisfaction is crucial to enhancing customer service and competitive advantage in the health-care industry. While there are numerous approaches to such measurement, this paper provides a case study which compares and contrasts patient and staff perceptions of customer service using both survey and focus group data. Results indicate that there is a high degree of correlation between staff and patient perceptions of customer service based on both survey and focus group data. However, the staff and patient subgroups also provided complementary information regarding patient perceptions of their service experience. Staff members tended to have more negative perceptions of service attributes than did the patients themselves. The focus group results provide complementary information to survey results in terms of greater detail and more managerially relevant information. While these results are derived from a pilot study, they suggest that diversification of data sources beyond patient surveys may enhance the utility of customer service information. If further research can affirm these findings, they create exciting possibilities for gathering valid, reliable and cost-effective customer service information.

  12. Research on customer satisfaction with the quality of services provided by public utilities of the city of Belgrade

    Directory of Open Access Journals (Sweden)

    Živković Radmila

    2014-01-01

    Full Text Available Monopoly market conditions, in which public companies used to operate ten to twenty years ago, substantially dictated the way of considering and creating business of public companies in Serbia. However, introduction of changes to the environment, such as more intensive competition and changes of needs and demands of the customers requires abandoning old orientations to business. Public companies are in position to create and offer a higher level of service quality, based on better and more intensified communication with their customers. Public enterprises are monitored by public authorities, especially in the areas of restrictions on the choice of business strategies, pricing and price restrictions, selection of suppliers and the like. On the other hand, there is a branch competition occurring, on which public companies must count. In such an environment, creating effective services should be the key strategic objective for the development of public utility companies of the city of Belgrade. Service companies should be modern service companies, able to actively participate in the market, looking upon customers - citizens as users of their services. The aim of the research is to determine the perception of value and customer satisfaction with the services provided by the public utilities of Belgrade. The results of the study indicate that respondents are not satisfied with provided services and do not have clearly defined attitudes towards key aspects of public enterprises, which are supposed to be important for positioning and improving the quality of services in the market.

  13. Empirical research on Kano’s model and customer satisfaction

    Science.gov (United States)

    Lin, Feng-Han; Tsai, Sang-Bing; Lee, Yu-Cheng; Hsiao, Cheng-Fu; Zhou, Jie; Wang, Jiangtao; Shang, Zhiwen

    2017-01-01

    Products are now developed based on what customers desire, and thus attractive quality creation has become crucial. In studies on customer satisfaction, methods for analyzing quality attributes and enhancing customer satisfaction have been proposed to facilitate product development. Although substantial studies have performed to assess the impact of the attributes on customer satisfaction, little research has been conducted that quantitatively calculate the odds of customer satisfaction for the Kano classification, fitting a nonlinear relationship between attribute-level performance and customer satisfaction. In the present study, the odds of customer satisfaction were determined to identify the classification of quality attributes, and took customer psychology into account to suggest how decision-makers should prioritize the allocation of resources. A novel method for quantitatively assessing quality attributes was proposed to determine classification criteria and fit the nonlinear relationship between quality attributes and customer satisfaction. Subsequently, a case study was conducted on bicycle user satisfaction to verify the novel method. The concept of customer satisfaction odds was integrated with the value function from prospect theory to understand quality attributes. The results of this study can serve as a reference for product designers to create attractive quality attributes in their products and thus enhance customer satisfaction. PMID:28873418

  14. Empirical research on Kano's model and customer satisfaction.

    Science.gov (United States)

    Lin, Feng-Han; Tsai, Sang-Bing; Lee, Yu-Cheng; Hsiao, Cheng-Fu; Zhou, Jie; Wang, Jiangtao; Shang, Zhiwen

    2017-01-01

    Products are now developed based on what customers desire, and thus attractive quality creation has become crucial. In studies on customer satisfaction, methods for analyzing quality attributes and enhancing customer satisfaction have been proposed to facilitate product development. Although substantial studies have performed to assess the impact of the attributes on customer satisfaction, little research has been conducted that quantitatively calculate the odds of customer satisfaction for the Kano classification, fitting a nonlinear relationship between attribute-level performance and customer satisfaction. In the present study, the odds of customer satisfaction were determined to identify the classification of quality attributes, and took customer psychology into account to suggest how decision-makers should prioritize the allocation of resources. A novel method for quantitatively assessing quality attributes was proposed to determine classification criteria and fit the nonlinear relationship between quality attributes and customer satisfaction. Subsequently, a case study was conducted on bicycle user satisfaction to verify the novel method. The concept of customer satisfaction odds was integrated with the value function from prospect theory to understand quality attributes. The results of this study can serve as a reference for product designers to create attractive quality attributes in their products and thus enhance customer satisfaction.

  15. Empirical research on Kano's model and customer satisfaction.

    Directory of Open Access Journals (Sweden)

    Feng-Han Lin

    Full Text Available Products are now developed based on what customers desire, and thus attractive quality creation has become crucial. In studies on customer satisfaction, methods for analyzing quality attributes and enhancing customer satisfaction have been proposed to facilitate product development. Although substantial studies have performed to assess the impact of the attributes on customer satisfaction, little research has been conducted that quantitatively calculate the odds of customer satisfaction for the Kano classification, fitting a nonlinear relationship between attribute-level performance and customer satisfaction. In the present study, the odds of customer satisfaction were determined to identify the classification of quality attributes, and took customer psychology into account to suggest how decision-makers should prioritize the allocation of resources. A novel method for quantitatively assessing quality attributes was proposed to determine classification criteria and fit the nonlinear relationship between quality attributes and customer satisfaction. Subsequently, a case study was conducted on bicycle user satisfaction to verify the novel method. The concept of customer satisfaction odds was integrated with the value function from prospect theory to understand quality attributes. The results of this study can serve as a reference for product designers to create attractive quality attributes in their products and thus enhance customer satisfaction.

  16. Targeting the robo-advice customer: the development of a psychographic segmentation model for financial advice robots

    NARCIS (Netherlands)

    van Thiel, D.; van Raaij, W.F.

    2017-01-01

    The purpose of this study is to develop the world’s first psychographic market segmentation model that supports personalization, customer education, customer activation, and customer engagement strategies with financial advice robots. As traditional segmentation models in consumer finance primarily

  17. Simulation Model of Membrane Gas Separator Using Aspen Custom Modeler

    Energy Technology Data Exchange (ETDEWEB)

    Song, Dong-keun [Korea Institute of Machinery and Materials, Daejeon (Korea, Republic of); Shin, Gahui; Yun, Jinwon; Yu, Sangseok [Chungnam Nat’l Univ., Daejeon (Korea, Republic of)

    2016-12-15

    Membranes are used to separate pure gas from gas mixtures. In this study, three different types of mass transport through a membrane were developed in order to investigate the gas separation capabilities of a membrane. The three different models typically used are a lumped model, a multi-cell model, and a discretization model. Despite the multi-cell model producing similar results to a discretization model, the discretization model was selected for this investigation, due to the cell number dependence of a multi-cell model. The mass transport model was then used to investigate the effects of pressure difference, flow rate, total exposed area, and permeability. The results showed that the pressure difference increased with the stage cut, but the selectivity was a trade-off for the increasing pressure difference. Additionally, even though permeability is an important parameter, the selectivity and stage cut of the membrane converged as permeability increased.

  18. Enhancing User Customization through Novel Software Architecture for Utility Scale Solar Siting Software

    Energy Technology Data Exchange (ETDEWEB)

    Brant Peery; Sam Alessi; Randy Lee; Leng Vang; Scott Brown; David Solan; Dan Ames

    2014-06-01

    There is a need for a spatial decision support application that allows users to create customized metrics for comparing proposed locations of a new solar installation. This document discusses how PVMapper was designed to overcome the customization problem through the development of loosely coupled spatial and decision components in a JavaScript plugin architecture. This allows the user to easily add functionality and data to the system. The paper also explains how PVMapper provides the user with a dynamic and customizable decision tool that enables them to visually modify the formulas that are used in the decision algorithms that convert data to comparable metrics. The technologies that make up the presentation and calculation software stack are outlined. This document also explains the architecture that allows the tool to grow through custom plugins created by the software users. Some discussion is given on the difficulties encountered while designing the system.

  19. A Modified Dynamic Evolving Neural-Fuzzy Approach to Modeling Customer Satisfaction for Affective Design

    OpenAIRE

    C. K. Kwong; K. Y. Fung; Huimin Jiang; K. Y. Chan; Kin Wai Michael Siu

    2013-01-01

    Affective design is an important aspect of product development to achieve a competitive edge in the marketplace. A neural-fuzzy network approach has been attempted recently to model customer satisfaction for affective design and it has been proved to be an effective one to deal with the fuzziness and non-linearity of the modeling as well as generate explicit customer satisfaction models. However, such an approach to modeling customer satisfaction has two limitations. First, it is not suitable...

  20. General review of quality assurance system requirements. The utility or customer requirement

    International Nuclear Information System (INIS)

    Fowler, J.L.

    1976-01-01

    What are the customer's Quality Assurance requirements and how does he convey these to his contractor, or apply them to himself. Many documents have been prepared mostly by countries with high technology availability and it is significant to note that many of the documents, particularly those of the United States of America, were prepared for nuclear safety related plant, but the logic of these documents equally applied to heavy engineering projects that are cost effective, and this is the current thinking and practice within the CEGB (Central Electricity Generating Board). Some documents have legislative backing, others rely on contractual disciplines, but they all appear to repeat the same basic requirements, so why does one continue to write more documents. The basic problem is that customers have to satisfy differing national legislative, economic and commercial requirements and, like all discerning customers, wish to reserve the right to satisfy their own needs, which are very often highly specialized. The CEGB are aware of this problem and are actively co-operating with most of the national and international authorities who are leading in this field, with a view to obtaining compatibility of requirements, but now there still remains the problem of satisfying national custom and practice. (author)

  1. Factors affecting pharmacy engagement and pharmacy customer devotion in community pharmacy: A structural equation modeling approach.

    Science.gov (United States)

    Nitadpakorn, Sujin; Farris, Karen B; Kittisopee, Tanattha

    2017-01-01

    The concept of customer engagement and devotion has been applied in various service businesses to keep the customers with business However, a limited number of studies were performed to examine the context of customer engagement and devotion in pharmacy business which focus on the impact of customer perceptions about pharmacists, perceived quality of pharmacy structure, medication price strategy on pharmacy engagement and pharmacy customer devotion in a pharmacy providing pharmaceutical care to the customers. This study aimed to assess a conceptual model depicting the relationships among customer perceptions about pharmacists, pharmacy quality structure, medication price, customer engagement, and customer devotion. And also aimed to assess and measure if there is a direct or indirect relationship between these factors. A quantitative study was conducted by using self-administered questionnaires. Two hundred and fifty three customers who regularly visited the pharmacy were randomly recruited from a purposively selected 30 community pharmacies in Bangkok. The survey was completed during February to April 2016. A structural equation model (SEM) was used to assess the direct and indirect relationships between constructs. A total of 253/300 questionnaires were returned for analysis, and the response rate was 84%. Only perceptions about pharmacist in customers receiving professional pharmacy services was statically significant regarding relationship with pharmacy engagement (beta=0.45). Concurrently, the model from empirical data fit with the hypothetical model (p-value = 0.06, adjusted chi-square (CMIN/DF)=1.16, Goodness of Fit Index (GFI)=0.93, Comparatively Fit Index (CFI)=0.99, and Root Mean Square Error Approximation (RMSEA)=0.03). The study confirmed the indirect positive influence of customer perceptions about pharmacist on pharmacy customer devotion in providing pharmacy services via pharmacy engagement It was customer perceptions about pharmacist that influenced

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

    Directory of Open Access Journals (Sweden)

    Budi Setiawan

    2014-06-01

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

  3. Optimal pricing of default customers in electrical distribution systems: Effect behavior performance of demand response models

    International Nuclear Information System (INIS)

    Yusta, J.M.; Khodr, H.M.; Urdaneta, A.J.

    2007-01-01

    The response of a non-linear mathematical model is analyzed for the calculation of the optimal prices for electricity assuming default customers under different scenarios and using five different mathematical functions for the consumer response: linear, hyperbolic, potential, logarithmic and exponential. The mathematical functions are defined to simulate the hourly changes in the consumer response according to the load level, the price of electricity, and also depending on the elasticity at every hour. The behavior of the optimization model is evaluated separately under two different objective functions: the profit of the electric utility and the social welfare. The optimal prices as well as the served load are calculated for two different operation schemes: in an hourly basis and also assuming a single constant price for the 24 h of the day. Results obtained by the optimization model are presented and compared for the five different consumer load functions. (author)

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

    Directory of Open Access Journals (Sweden)

    BRUTU MĂDĂLINA

    2015-07-01

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

  5. Customization Issues

    DEFF Research Database (Denmark)

    Jørgensen, Kaj Asbjørn; Brunø, Thomas Ditlev; Taps, Stig B.

    2014-01-01

    Implementation of mass customization and product configuration in companies requires fundamental considerations about how products can fulfil the demand from customers. In order to support such decision-making, a multi-level model for customization is developed. This model identifies four different...... levels of customization, ranging from the structure level at the bottom, through the performance level and the experience level, to the learning level at the top. The model also has a dual view with customers/demand at one side and product/supplier at the other side. It is a rather general model, which...... can be applied to many types of products, and typically, product designers must decide how far up in levels the customization should aim. In this paper, the four-level customization model is applied to wheel chairs....

  6. Developing a communication model between banking services quality via mediating variables of quality of relationship with customers and satisfaction with customer loyalty: A case study of Tejarat Bank

    Directory of Open Access Journals (Sweden)

    Hossein Rahimi Koloor

    2015-03-01

    Full Text Available This study develops a communication model. The purpose of this research was designing a regression model and developing a structural equation modeling (SEM for earning loyalty of Tejarat Bank customers. Given this concept, a questionnaire was designed and distributed among branches of Tejarat Bank in Ardabil. The data analyzed using LISREL software within the framework of path analysis using SEM model. Research results suggested that the quality of banking services, customer satisfaction, and the quality of bank relationship with customers had the most effects on customer loyalty, respectively. The findings of the study are discussed in detail.

  7. Decision 13-2009 in the matter of a review by the NWT Public Utilities Board regarding customer complaints of high consumption on power bills from Northland Utilities Limited

    International Nuclear Information System (INIS)

    Acorn, J.

    2009-01-01

    In February 2009, in response to customer complaints, the Northwest Territories Public Utilities Board requested that Northland Utilities conduct a review of at least the last 3 billing cycles to detect and explain unusually high power bills. Northland responded that the complaints were based primarily on price, not usage, and that the findings can be attributed to rate adjustments as well as colder weather. However, the Board decided to examine certain aspects of Northland's response in detail and initiated an inquiry under section 52 of the Public Utilities Act. The Board determined that Northland Utilities' process for investigating customer complaints was too informal and without any clear structure, resulting in confusion for some customers. The Board directed the utility to develop a document for dealing with customer concerns that clearly outlines the rights and responsibilities of both the utility and the customers. The Board also directed Northland Utilities to reduce the $500 threshold for a company-initiated review of an account to $400. This document addressed issues regarding estimated versus actual meter readings; the number of days in a billing cycle; the prominence of consumption and overall cost on a bill; bill calculators; customer consumption monitoring; pre-paid meters; and meter accuracy. Specific customer complaints were included along with a summary of Board directives.

  8. Customer focus level following implementation of quality improvement model in Tehran social security hospitals.

    Science.gov (United States)

    Mehrabi, F; Nasiripour, A; Delgoshaei, B

    2008-01-01

    The key factor for the success of total quality management programs in an organization is focusing on the customer. The purpose of this paper is to assess customer focus level following implementation of a quality improvement model in social security hospitals in Tehran Province. This research was descriptive-comparative in nature. The study population consisted of the implementers of quality improvement model in four Tehran social security hospitals. The data were gathered through a checklist addressing customer knowledge and customer satisfaction. The research findings indicated that the average scores on customer knowledge in Shahriar, Alborz, Milad, and Varamin hospitals were 64.1, 61.2, 54.1, and 46.6, respectively. The average scores on customer satisfaction in Shahriar, Alborz, Milad, and Varamin hospitals were 67.7, 65, 59.4, and 50, respectively. The customer focus average scores in Shahriar, Alborz, Milad, and Varamin hospitals were 66.3, 63.3, 57.3, and 48.6, respectively. The total average scores on customer knowledge, satisfaction and customer focus in the investigated hospitals proved to be 56.4, 60.5, and 58.9, respectively. The paper is of value in showing that implementation of the quality improvement model could considerably improve customer focus level.

  9. Utilities for high performance dispersion model PHYSIC

    International Nuclear Information System (INIS)

    Yamazawa, Hiromi

    1992-09-01

    The description and usage of the utilities for the dispersion calculation model PHYSIC were summarized. The model was developed in the study of developing high performance SPEEDI with the purpose of introducing meteorological forecast function into the environmental emergency response system. The procedure of PHYSIC calculation consists of three steps; preparation of relevant files, creation and submission of JCL, and graphic output of results. A user can carry out the above procedure with the help of the Geographical Data Processing Utility, the Model Control Utility, and the Graphic Output Utility. (author)

  10. Bridging Models and Business: Understanding heterogeneity in hidden drivers of customer purchase behavior

    NARCIS (Netherlands)

    E. Korkmaz (Evsen)

    2014-01-01

    markdownabstract__Abstract__ Recent years have seen many advances in quantitative models in the marketing literature. Even though these advances enable model building for a better understanding of customer purchase behavior and customer heterogeneity such that firms develop optimal targeting and

  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. Maximum Potential Score (MPS: An operating model for a successful customer-focused strategy.

    Directory of Open Access Journals (Sweden)

    Cabello González, José Manuel

    2015-12-01

    Full Text Available One of marketers’ chief objectives is to achieve customer loyalty, which is a key factor for profitable growth. Therefore, they need to develop a strategy that attracts and maintains customers, giving them adequate motives, both tangible (prices and promotions and intangible (personalized service and treatment, to satisfy a customer and make him loyal to the company. Finding a way to accurately measure satisfaction and customer loyalty is very important. With regard to typical Relationship Marketing measures, we can consider listening to customers, which can help to achieve a competitive sustainable advantage. Customer satisfaction surveys are essential tools for listening to customers. Short questionnaires have gained considerable acceptance among marketers as a means to achieve a customer satisfaction measure. Our research provides an indication of the benefits of a short questionnaire (one/three questions. We find that the number of questions survey is significantly related to the participation in the survey (Net Promoter Score or NPS. We also prove that a the three question survey is more likely to have more participants than a traditional survey (Maximum Potential Score or MPS . Our main goal is to analyse one method as a potential predictor of customer loyalty. Using surveys, we attempt to empirically establish the causal factors in determining the satisfaction of customers. This paper describes a maximum potential operating model that captures with a three questions survey, important elements for a successful customer-focused strategy. MPS may give us lower participation rates than NPS but important information that helps to convert unhappy customers or just satisfied customers, into loyal customers.

  13. Determining rules for closing customer service centers: A public utility company's fuzzy decision

    Science.gov (United States)

    Dekorvin, Andre; Shipley, Margaret F.; Lea, Robert N.

    1992-01-01

    In the present work, we consider the general problem of knowledge acquisition under uncertainty. Simply stated, the problem reduces to the following: how can we capture the knowledge of an expert when the expert is unable to clearly formulate how he or she arrives at a decision? A commonly used method is to learn by examples. We observe how the expert solves specific cases and from this infer some rules by which the decision may have been made. Unique to our work is the fuzzy set representation of the conditions or attributes upon which the expert may possibly base his fuzzy decision. From our examples, we infer certain and possible fuzzy rules for closing a customer service center and illustrate the importance of having the decision closely relate to the conditions under consideration.

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

    OpenAIRE

    BRUTU MĂDĂLINA; MIHAI DANIELA MELANIA

    2015-01-01

    Customer relationship management refers to establishing, maintaining, developing and optimizing the relations between an organization and its customers and focuses on understanding and meeting its customers’ wishes and demands, the core items of the business strategy of any performant company. This paper aims at designing and testing a model of customer relationship management applicable within a mobile phone company. Starting from this purpose, the main objectives of the research were: prese...

  15. Deriving minimal models for resource utilization

    NARCIS (Netherlands)

    te Brinke, Steven; Bockisch, Christoph; Bergmans, Lodewijk; Malakuti Khah Olun Abadi, Somayeh; Aksit, Mehmet; Katz, Shmuel

    2013-01-01

    We show how compact Resource Utilization Models (RUMs) can be extracted from concrete overly-detailed models of systems or sub-systems in order to model energy-aware software. Using the Counterexample-Guided Abstraction Refinement (CEGAR) approach, along with model-checking tools, abstract models

  16. 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...

  17. "Counting Your Customers": When will they buy next? An empirical validation of probabilistic customer base analysis models based on purchase timing

    NARCIS (Netherlands)

    E. Korkmaz (Evsen); R. Kuik (Roelof); D. Fok (Dennis)

    2013-01-01

    textabstractThis research provides a new way to validate and compare buy-till-you-defect [BTYD] models. These models specify a customer’s transaction and defection processes in a non-contractual setting. They are typically used to identify active customers in a com- pany’s customer base and to

  18. Understanding the relationship between Kano model's customer satisfaction scores and self-stated requirements importance.

    Science.gov (United States)

    Mkpojiogu, Emmanuel O C; Hashim, Nor Laily

    2016-01-01

    Customer satisfaction is the result of product quality and viability. The place of the perceived satisfaction of users/customers for a software product cannot be neglected especially in today competitive market environment as it drives the loyalty of customers and promotes high profitability and return on investment. Therefore understanding the importance of requirements as it is associated with the satisfaction of users/customers when their requirements are met is worth the pain considering. It is necessary to know the relationship between customer satisfactions when their requirements are met (or their dissatisfaction when their requirements are unmet) and the importance of such requirement. So many works have been carried out on customer satisfaction in connection with the importance of requirements but the relationship between customer satisfaction scores (coefficients) of the Kano model and users/customers self-stated requirements importance have not been sufficiently explored. In this study, an attempt is made to unravel the underlying relationship existing between Kano model's customer satisfaction indexes and users/customers self reported requirements importance. The results of the study indicate some interesting associations between these considered variables. These bivariate associations reveal that customer satisfaction index (SI), and average satisfaction coefficient (ASC) and customer dissatisfaction index (DI) and average satisfaction coefficient (ASC) are highly correlated (r = 96 %) and thus ASC can be used in place of either SI or DI in representing customer satisfaction scores. Also, these Kano model's customer satisfaction variables (SI, DI, and ASC) are each associated with self-stated requirements importance (IMP). Further analysis indicates that the value customers or users place on requirements that are met or on features that are incorporated into a product influences the level of satisfaction such customers derive from the product. The

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

    Energy Technology Data Exchange (ETDEWEB)

    Nadel, S.

    1990-10-01

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

  20. Solving inverse problem for Markov chain model of customer lifetime value using flower pollination algorithm

    Science.gov (United States)

    Al-Ma'shumah, Fathimah; Permana, Dony; Sidarto, Kuntjoro Adji

    2015-12-01

    Customer Lifetime Value is an important and useful concept in marketing. One of its benefits is to help a company for budgeting marketing expenditure for customer acquisition and customer retention. Many mathematical models have been introduced to calculate CLV considering the customer retention/migration classification scheme. A fairly new class of these models which will be described in this paper uses Markov Chain Models (MCM). This class of models has the major advantage for its flexibility to be modified to several different cases/classification schemes. In this model, the probabilities of customer retention and acquisition play an important role. From Pfeifer and Carraway, 2000, the final formula of CLV obtained from MCM usually contains nonlinear form of the transition probability matrix. This nonlinearity makes the inverse problem of CLV difficult to solve. This paper aims to solve this inverse problem, yielding the approximate transition probabilities for the customers, by applying metaheuristic optimization algorithm developed by Yang, 2013, Flower Pollination Algorithm. The major interpretation of obtaining the transition probabilities are to set goals for marketing teams in keeping the relative frequencies of customer acquisition and customer retention.

  1. Expansion of the Kano model to identify relevant customer segments and functional requirements

    DEFF Research Database (Denmark)

    Atlason, Reynir Smari; Stefansson, Arnaldur Smari; Wietz, Miriam

    2017-01-01

    or a service. A current limitation of the Kano model is that it does not allow developers to visualise which combined sets of FRs would provide the highest satisfaction between different customer segments. In this paper, a stepwise method to address this particular shortcoming is presented. First......The Kano model of customer satisfaction has been widely used to analyse perceived needs of customers. The model provides product developers valuable information about if, and then how much a given functional requirement (FR) will impact customer satisfaction if implemented within a product, system...... more than one combined customer segment. It further shows which segments provide the highest possibility for high satisfaction of combined sets of FRs. We demonstrate the usefulness of this approach in a case study involving customers’ preference for outdoor sports equipment....

  2. A research model of health-care competition and customer satisfaction.

    Science.gov (United States)

    Asoh, Derek A; Rivers, Patrick A

    2007-11-01

    In all industries, competition among businesses has long been encouraged as a mechanism to increase value for customers. In other words, competition ensures the provision of better products and services to satisfy the needs of customers. Various perspectives of competition, the nature of service quality, health-care system costs and customer satisfaction in health care are examined. A model of the relationship among these variables is developed. The model depicts customer satisfaction as an outcome measure directly dependent on competition. Quality of care and health-care system costs, while also directly dependent on competition, are considered as determinants of customer satisfaction as well. The model is discussed in the light of propositions for empirical research.

  3. Competence Model and Modern Trends of Development of the Russian Institute of Technical Customer

    Directory of Open Access Journals (Sweden)

    Mishlanova Marina

    2017-01-01

    Full Text Available Article considers modern maintenance and development of the management actor by the investment-construction projects of the technical customer. Urgent problems of the formation of Institute of the technical customer establishment are allocated. Elementary competence model is presented: based competences of technical customer, model of the primary competence, example of the operational level of the model. Analysis of the development of the Institute of the technical customer was performed: compliance with current realities of investment-construction activities, improvement of contractual relations, compliance with international standards, state participation, creation of the single technical customer. Necessity of development of competence models for the urgent justification of professional standards is assessed. The possibility of modeling of the competencies and functions of technical customer in approach to the FIDIC-model was revealed. Possibility of usage of the competence model of the technical customer on the stage of building in terms of public-private partnership. Results show the direction for further researches.

  4. Helping low income customers through energy utility trusts - Does it work?

    Energy Technology Data Exchange (ETDEWEB)

    Lees, Eoin [EDF Energy Trust, London (United Kingdom)

    2005-07-01

    The EDF Energy Trust was the first independent charitable trust to be established in the UK by an energy supplier becoming operational in December 2003. The Trust uses funds from EDF Energy to help their customers who have difficulty in paying their energy bills. In the initial phase of operation, EDF Energy Trust will pay off the outstanding energy debts and ensure that the householder is offered advice on budgeting and planning their finances to avoid debt in the future. The intention is to give those trapped in a cycle of debt 'a fresh start'. In the first year, '81 awards were made with a total value of over '40,000 Euro - the average grant for energy debt was 750 Euro. Additionally, we have awarded 33 grants totalling 840,000 Euro to a variety of organisations to help further the Trust's objective particularly focussing on increasing the availability of money advice as this has proven to be in short supply in many areas due to the unprecedented levels of indebtedness currently in the UK. We now intend to roll out the successful pilots, focussing on those areas which are identified as being most in debt. By the time of the ECEEE Summer Study, we should be able to demonstrate a marked increase in applications and practical examples of households who have been enabled to make a fresh start. By then, we should be ensuring that all applicants are being offered free personalised energy efficiency advice and in the final stages of planning, where appropriate, to facilitate the installation of energy efficiency measures in the homes of applicants to the Trust. The Trust will effectively act as a referral mechanism to existing energy efficiency mechanisms which are either underutilised or frequently unknown to many householders.

  5. Factors affecting pharmacy engagement and pharmacy customer devotion in community pharmacy: A structural equation modeling approach

    Science.gov (United States)

    Nitadpakorn, Sujin; Kittisopee, Tanattha

    2017-01-01

    Background: The concept of customer engagement and devotion has been applied in various service businesses to keep the customers with business However, a limited number of studies were performed to examine the context of customer engagement and devotion in pharmacy business which focus on the impact of customer perceptions about pharmacists, perceived quality of pharmacy structure, medication price strategy on pharmacy engagement and pharmacy customer devotion in a pharmacy providing pharmaceutical care to the customers. Objective: This study aimed to assess a conceptual model depicting the relationships among customer perceptions about pharmacists, pharmacy quality structure, medication price, customer engagement, and customer devotion. And also aimed to assess and measure if there is a direct or indirect relationship between these factors. Methods: A quantitative study was conducted by using self-administered questionnaires. Two hundred and fifty three customers who regularly visited the pharmacy were randomly recruited from a purposively selected 30 community pharmacies in Bangkok. The survey was completed during February to April 2016. A structural equation model (SEM) was used to assess the direct and indirect relationships between constructs. Results: A total of 253/300 questionnaires were returned for analysis, and the response rate was 84%. Only perceptions about pharmacist in customers receiving professional pharmacy services was statically significant regarding relationship with pharmacy engagement (beta=0.45). Concurrently, the model from empirical data fit with the hypothetical model (p-value = 0.06, adjusted chi-square (CMIN/DF)=1.16, Goodness of Fit Index (GFI)=0.93, Comparatively Fit Index (CFI)=0.99, and Root Mean Square Error Approximation (RMSEA)=0.03). Conclusion: The study confirmed the indirect positive influence of customer perceptions about pharmacist on pharmacy customer devotion in providing pharmacy services via pharmacy engagement It was

  6. Factors affecting pharmacy engagement and pharmacy customer devotion in community pharmacy: A structural equation modeling approach

    Directory of Open Access Journals (Sweden)

    Nitadpakorn S

    2017-09-01

    Full Text Available Background: The concept of customer engagement and devotion has been applied in various service businesses to keep the customers with business However, a limited number of studies were performed to examine the context of customer engagement and devotion in pharmacy business which focus on the impact of customer perceptions about pharmacists, perceived quality of pharmacy structure, medication price strategy on pharmacy engagement and pharmacy customer devotion in a pharmacy providing pharmaceutical care to the customers. Objective: This study aimed to assess a conceptual model depicting the relationships among customer perceptions about pharmacists, pharmacy quality structure, medication price, customer engagement, and customer devotion. And also aimed to assess and measure if there is a direct or indirect relationship between these factors. Methods: A quantitative study was conducted by using self-administered questionnaires. Two hundred and fifty three customers who regularly visited the pharmacy were randomly recruited from a purposively selected 30 community pharmacies in Bangkok. The survey was completed during February to April 2016. A structural equation model (SEM was used to assess the direct and indirect relationships between constructs. Results: A total of 253/300 questionnaires were returned for analysis, and the response rate was 84%. Only perceptions about pharmacist in customers receiving professional pharmacy services was statically significant regarding relationship with pharmacy engagement (beta=0.45. Concurrently, the model from empirical data fit with the hypothetical model (p-value = 0.06, adjusted chi-square (CMIN/DF=1.16, Goodness of Fit Index (GFI=0.93, Comparatively Fit Index (CFI=0.99, and Root Mean Square Error Approximation (RMSEA=0.03. Conclusion: The study confirmed the indirect positive influence of customer perceptions about pharmacist on pharmacy customer devotion in providing pharmacy services via pharmacy

  7. Modelling and evaluating customer loyalty using neural networks: Evidence from startup insurance companies

    Directory of Open Access Journals (Sweden)

    Azarnoush Ansari

    2016-06-01

    Full Text Available The purpose of this study is to investigate the customer–service provider relationship in the insurance industry using artificial neural networks and linear regression. Using a sample of 389 customers from 10 different startup insurance companies, it was found that artificial neural networks are an efficient way to evaluate the factors affecting customer loyalty. The results indicated that customer satisfaction and perceived value are significant predictors of customer loyalty. Additionally, it was found that trust, perceived quality, and empathy have a significant impact on both customer satisfaction and perceived value. The results also showed that customer commitment to service provider is positively associated with customer satisfaction and loyalty. After comparing the performance of linear regression models with artificial neural networks, it was found that the use of neural networks is a better approach for analyzing the customer loyalty, satisfaction, and perceived value. The use of new techniques such as artificial neural networks for analyzing the customer behavior can be particularly beneficial for startup companies who aspire to gain competitive advantage over their strong and well-established rivals.

  8. 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.

  9. Customer involvement in greening the supply chain: an interpretive structural modeling methodology

    Science.gov (United States)

    Kumar, Sanjay; Luthra, Sunil; Haleem, Abid

    2013-04-01

    The role of customers in green supply chain management needs to be identified and recognized as an important research area. This paper is an attempt to explore the involvement aspect of customers towards greening of the supply chain (SC). An empirical research approach has been used to collect primary data to rank different variables for effective customer involvement in green concept implementation in SC. An interpretive structural-based model has been presented, and variables have been classified using matrice d' impacts croises- multiplication appliqué a un classement analysis. Contextual relationships among variables have been established using experts' opinions. The research may help practicing managers to understand the interaction among variables affecting customer involvement. Further, this understanding may be helpful in framing the policies and strategies to green SC. Analyzing interaction among variables for effective customer involvement in greening SC to develop the structural model in the Indian perspective is an effort towards promoting environment consciousness.

  10. A Custom Approach for a Flexible, Real-Time and Reliable Software Defined Utility

    Directory of Open Access Journals (Sweden)

    Agustín Zaballos

    2018-02-01

    Full Text Available Information and communication technologies (ICTs have enabled the evolution of traditional electric power distribution networks towards a new paradigm referred to as the smart grid. However, the different elements that compose the ICT plane of a smart grid are usually conceived as isolated systems that typically result in rigid hardware architectures, which are hard to interoperate, manage and adapt to new situations. In the recent years, software-defined systems that take advantage of software and high-speed data network infrastructures have emerged as a promising alternative to classic ad hoc approaches in terms of integration, automation, real-time reconfiguration and resource reusability. The purpose of this paper is to propose the usage of software-defined utilities (SDUs to address the latent deployment and management limitations of smart grids. More specifically, the implementation of a smart grid’s data storage and management system prototype by means of SDUs is introduced, which exhibits the feasibility of this alternative approach. This system features a hybrid cloud architecture able to meet the data storage requirements of electric utilities and adapt itself to their ever-evolving needs. Conducted experimentations endorse the feasibility of this solution and encourage practitioners to point their efforts in this direction.

  11. A Custom Approach for a Flexible, Real-Time and Reliable Software Defined Utility.

    Science.gov (United States)

    Zaballos, Agustín; Navarro, Joan; Martín De Pozuelo, Ramon

    2018-02-28

    Information and communication technologies (ICTs) have enabled the evolution of traditional electric power distribution networks towards a new paradigm referred to as the smart grid. However, the different elements that compose the ICT plane of a smart grid are usually conceived as isolated systems that typically result in rigid hardware architectures, which are hard to interoperate, manage and adapt to new situations. In the recent years, software-defined systems that take advantage of software and high-speed data network infrastructures have emerged as a promising alternative to classic ad hoc approaches in terms of integration, automation, real-time reconfiguration and resource reusability. The purpose of this paper is to propose the usage of software-defined utilities (SDUs) to address the latent deployment and management limitations of smart grids. More specifically, the implementation of a smart grid's data storage and management system prototype by means of SDUs is introduced, which exhibits the feasibility of this alternative approach. This system features a hybrid cloud architecture able to meet the data storage requirements of electric utilities and adapt itself to their ever-evolving needs. Conducted experimentations endorse the feasibility of this solution and encourage practitioners to point their efforts in this direction.

  12. Switching Logic for Converting Off-grid PV Customers to On-grid by Utilizing Off-grid Inverter and Battery

    Science.gov (United States)

    Anishkumar, A. R.; Sreejaya, P.

    2016-12-01

    Kerala is a state in India having a very good potential for solar PV energy production. The domestic customers in Kerala using PV system are approximately 15 % and almost all of them are using the off-grid PV system. When these off grid customers move to on-grid system, off grid system accessories such as inverter and batteries become redundant. In this paper, a switching logic has been developed for the effective utilization of off grid accessories and reducing islanding power loss for on grid customers. An algorithm is proposed for the switching logic and it is verified using simulation results and hardware implementation.

  13. A Framework for Organizing Current and Future Electric Utility Regulatory and Business Models

    Energy Technology Data Exchange (ETDEWEB)

    Satchwell, Andrew [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Cappers, Peter [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Schwartz, Lisa C. [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Fadrhonc, Emily Martin [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States)

    2015-06-01

    Many regulators, utilities, customer groups, and other stakeholders are reevaluating existing regulatory models and the roles and financial implications for electric utilities in the context of today’s environment of increasing distributed energy resource (DER) penetrations, forecasts of significant T&D investment, and relatively flat or negative utility sales growth. When this is coupled with predictions about fewer grid-connected customers (i.e., customer defection), there is growing concern about the potential for serious negative impacts on the regulated utility business model. Among states engaged in these issues, the range of topics under consideration is broad. Most of these states are considering whether approaches that have been applied historically to mitigate the impacts of previous “disruptions” to the regulated utility business model (e.g., energy efficiency) as well as to align utility financial interests with increased adoption of such “disruptive technologies” (e.g., shareholder incentive mechanisms, lost revenue mechanisms) are appropriate and effective in the present context. A handful of states are presently considering more fundamental changes to regulatory models and the role of regulated utilities in the ownership, management, and operation of electric delivery systems (e.g., New York “Reforming the Energy Vision” proceeding).

  14. Customizing Standard Software as a Business Model in the IT Industry

    DEFF Research Database (Denmark)

    Kautz, Karlheinz; Rab, Sameen M.; Sinnet, Michael

    2011-01-01

    an interpretive case study of a small software company which customizes a standard product. We investigate the company’s interactions with a large global software company which is the producer of the original software product and with other companies which are involved in the software customization process. We......This research studies a new business model in the IT industry, the customization of standard software as the sole foundation for a software company’s earnings. Based on a theoretical background which combines the concepts of inter-organizational networks and open innovation we provide...... find that the customizing company and software customizations depend not only on initiatives which are set off internally in the company, but on how the ustomizing organization’s inter-organizational network and interaction with other organizations is built up. The case company has built its network...

  15. Customer Ranking Model for Project Businesses: A Case Study from the Automotive Industry

    Directory of Open Access Journals (Sweden)

    Bernd Markus Zunk

    2014-03-01

    Full Text Available For technology-orientated enterprises that operate project-based businesses, the goal-oriented allocation of scarce marketing resources has great potential to help consolidate their competitive position. An important precondition for goal-oriented management is the identification of the most valuable customers. This enables technology-orientated enterprises to segment markets in order to make tactical marketing decisions. This theorybased paper aims to develop and test a holistic customer ranking model. By deploying the five steps presented in this paper, customer relationship managers are better able to identify and to rank their customers in project-based businesses. A case study provides an example of the application of the method from the automotive industry in Austria. The experiences derived from this case study show that using a customer ranking framework is a crucial factor for enterprises in narrow technology markets to be successful and to achieve their corporate goals.

  16. Continuous utility factor in segregation models.

    Science.gov (United States)

    Roy, Parna; Sen, Parongama

    2016-02-01

    We consider the constrained Schelling model of social segregation in which the utility factor of agents strictly increases and nonlocal jumps of the agents are allowed. In the present study, the utility factor u is defined in a way such that it can take continuous values and depends on the tolerance threshold as well as the fraction of unlike neighbors. Two models are proposed: in model A the jump probability is determined by the sign of u only, which makes it equivalent to the discrete model. In model B the actual values of u are considered. Model A and model B are shown to differ drastically as far as segregation behavior and phase transitions are concerned. In model A, although segregation can be achieved, the cluster sizes are rather small. Also, a frozen state is obtained in which steady states comprise many unsatisfied agents. In model B, segregated states with much larger cluster sizes are obtained. The correlation function is calculated to show quantitatively that larger clusters occur in model B. Moreover for model B, no frozen states exist even for very low dilution and small tolerance parameter. This is in contrast to the unconstrained discrete model considered earlier where agents can move even when utility remains the same. In addition, we also consider a few other dynamical aspects which have not been studied in segregation models earlier.

  17. 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...

  18. The linear utility model for optimal selection

    NARCIS (Netherlands)

    Mellenbergh, Gideon J.; van der Linden, Willem J.

    A linear utility model is introduced for optimal selection when several subpopulations of applicants are to be distinguished. Using this model, procedures are described for obtaining optimal cutting scores in subpopulations in quota-free as well as quota-restricted selection situations. The cutting

  19. ASSETS MANAGEMENT - A CONCEPTUAL MODEL DECOMPOSING VALUE FOR THE CUSTOMER AND A QUANTITATIVE MODEL

    Directory of Open Access Journals (Sweden)

    Susana Nicola

    2015-03-01

    Full Text Available In this paper we describe de application of a modeling framework, the so-called Conceptual Model Decomposing Value for the Customer (CMDVC, in a Footwear Industry case study, to ascertain the usefulness of this approach. The value networks were used to identify the participants, both tangible and intangible deliverables/endogenous and exogenous assets, and the analysis of their interactions as the indication for an adequate value proposition. The quantitative model of benefits and sacrifices, using the Fuzzy AHP method, enables the discussion of how the CMDVC can be applied and used in the enterprise environment and provided new relevant relations between perceived benefits (PBs.

  20. The impact of the customer relationship management on organizational productivity, customer trust and satisfaction by using the structural equation model: A study in the Iranian hospitals.

    Science.gov (United States)

    Yaghoubi, Maryam; Asgari, Hamed; Javadi, Marzieh

    2017-01-01

    One of the challenges in the fiercely competitive space of health organizations is responding to customers and building trust and satisfaction in them in the shortest time, with best quality and highest productivity. Hence the aim of this study is to survey the impact of customer relationship management (CRM) on organizational productivity, customer loyalty, satisfaction and trust in selected hospitals of Isfahan (in Iran). This study is a correlation descriptive research. Study population was the nurses in selected hospitals of Isfahan and the sampling has been conducted using stratified random method. Data collection tool is a researcher-made questionnaire of CRM and its effects (organizational productivity, customer loyalty, satisfaction and trust) which its validity and reliability has been confirmed by researchers. Structural equation method was used to determine the impact of variables. Data analysis method was structural equation modeling and the software used was SPSS version 16 (IBM, SPSS, 2007 Microsoft Corp., Bristol, UK) and AMOS version 18 (IBM, SPSS, 2010 Microsoft Corp, Bristol, UK). Among the dimensions of CRM, diversification had the highest impact (0.83) and customer acquisition had the lowest (0.57) CRM, had the lowest impact on productivity (0.59) and the highest effect on customer satisfaction (0.83). For the implementation of CRM, it is necessary that the studied hospitals improve strategies of acquiring information about new customers, attracting new customers and keeping them and communication with patients outside the hospital and improve the system of measuring patient satisfaction and loyalty.

  1. A Mechanism of Modeling and Verification for SaaS Customization Based on TLA

    Science.gov (United States)

    Luan, Shuai; Shi, Yuliang; Wang, Haiyang

    With the gradually mature of SOA and the rapid development of Internet, SaaS has become a popular software service mode. The customized action of SaaS is usually subject to internal and external dependency relationships. This paper first introduces a method for modeling customization process based on Temporal Logic of Actions, and then proposes a verification algorithm to assure that each step in customization will not cause unpredictable influence on system and follow the related rules defined by SaaS provider.

  2. Using multiple criteria decision making models for ranking customers of bank network based on loyalty properties in weighted RFM model

    Directory of Open Access Journals (Sweden)

    Fayegh Zaheri

    2012-04-01

    Full Text Available One of the most basic requirements of financial institutes, governmental and private banks in the present age is to have a good understanding on customers' behaviors of bank network. It helps banks determine customer loyalty, which yields profit making for bank. On the other hand, it is important to know about credit risk of customers with the goal of decreasing loss and better allocation of bank resources to applicants of receiving loan. According to nature of customer loyalty discussion and credit risk, these two issues are separately studied. The present article deals with studying customer loyalty and prioritizing based one private bank in Kurdistan province. The proposed model of this paper studies customer loyalty by using Recency Frequency Monetary (RFM factor for prioritizing customer based on loyalty properties and Technique for Order Preference by Similarity to Ideal Solution (TOPSIS. In addition, in order to calculate the relative importance coefficient or weight of loyalty properties in RFM method, the pair wise comparison matrix based on analytical hierarchy process (AHP is used. Results show that in the present study, necessarily customers having higher average monetary value during a specified time period does not have much higher priority compared with other customers.

  3. The Utility of Ada for Army Modeling

    Science.gov (United States)

    1990-04-10

    34 Ada " for Ada Lovelace (1815-1851), a mathematician who worked with Charles Babbage on his difference and analytic engines.9 Later in 1979, the HOLWG...OF ADA FOR ARMY MODELING BY COLONEL MICHAEL L. YOCOM DISTRIBUTION STATEMENT A: Approved for publie releases distribution is unlimited. 1% LF-, EC TE...TITLE (ad Subtitle) a. TYPE OF REPORT & PERIOD COVERED The Utility of Ada for Army Modeling Individual Study Project 6 PERFORMING ORG. REPORT NUMBER

  4. The Kano Model Use to Evaluate the Perception of Intelligent and Active Packaging of Slovak Customers

    Directory of Open Access Journals (Sweden)

    Erika Loučanová

    2018-03-01

    Full Text Available Intelligent innovation represents any autonomic change with positive impact to the customer. They increase the comfort of the customer and concurrently they represent more effective, more economical, healthier and safer solution. This term is not so usual in Slovakia, however intelligent innovation are present on the market. For that in the article intelligent innovation assessment, we focused on intelligent and active packaging, the occurrence of which we have mostly noticed on the Slovak market. The paper deals with the evaluation of the perception of packaging innovations by using the Kano model. According to research results, intelligent and active packaging influence customers and therefore constitutes a tool of competitiveness in Slovakia. However, considering the specification of their requirements, the degree of impact is very variable and specific to customers of different gender and age.

  5. A modelling framework for mitigating customers' waiting time at a vehicle inspection centre

    Science.gov (United States)

    Ahmad, Norazura; Abidin, Norhaslinda Zainal; Ilyas, Khibtiyah; Abduljabbar, Waleed Khalid

    2017-11-01

    In Malaysia, an agency that is entrusted by the Government to perform mandatory vehicle inspection for public, commercial and private vehicles, receive many customers daily. Often complaints of problems received from the customers are associated with waiting time that leads to lost of business and dissatisfied customers. To address this issue, we propose a framework for modelling a vehicle inspection system using an integration of simulation and optimization approaches. The strengths of simulation and optimization are reviewed briefly that is hoped to reveal the synergy between the established methods in determining an appropriate customer's waiting time for inspection at a vehicle inspection centre. Relevant concepts and preliminary results are also presented and discussed in this paper.

  6. Energy consumption behavior in the commercial sector: An ethnographic analysis of utility bill information and customer comprehension in the workplace

    Science.gov (United States)

    Payne, Christopher Todd

    broken. The result is a sense of disempowerment for many consumers. Rather than seeing their energy consumption as something under their control, they instead view the energy bill as an unavoidable component of operating a business, comparing it to other required expenses like rent or taxes. Reaction to changes in the utility bill to provide consumption feedback were mixed. Improvements to self-comparison information provided on the bill were generally viewed positively. On the other hand, energy consumption comparisons with similar groups of customers were viewed with a great deal of skepticism. The idea of group comparison was generally discarded as impractical or invalid. This research improves academic understanding of the energy consumption decision-making environment in the business sector. By developing a better understanding of the context in which these energy consumption decisions are made, the research suggests opportunities for improvements to the mechanisms by which business decision-makers gain information about energy consumption alternatives and energy efficiency opportunities. Improvements to the information provided on the utility bill could enhance the linkage between energy consumption and energy cost for commercial-sector decision-makers, particularly in the small business sector. This could, in turn, lead to greater attention to economic opportunities for energy consumption reduction. Ultimately, improved utility bill information could result in energy and cost savings to business consumers.

  7. Measurement of Service Quality Perception and Customer Satisfaction in Islamic Banks of Pakistan: Evidence from Modified SERVQUAL Model

    OpenAIRE

    Ali, Muhammad; Raza, Syed Ali

    2015-01-01

    The aim of this study is to measure the relationship between the service quality and customer satisfaction among the customers of Pakistan Islamic bank customers. This study employed a modified SERVQUAL model by introducing a unique dimension of compliance in the context of service industry. Data were gathered from 450 walk-in customers of Islamic bank from the largest city of Pakistan. Results from regression analysis revealed that the multi-dimensional service quality scale is positively an...

  8. Designing the customer (insurers) satisfaction model of the Iranian ...

    African Journals Online (AJOL)

    The present study aim was to designing a model to create satisfaction for insurers in the insurance industry of Iran (according to Iranian-Islamic characteristics). It should be noted that according to the methodology presented for this research, the approach of this research has been qualitative. The qualitative modeling ...

  9. A CBR-Based and MAHP-Based Customer Value Prediction Model for New Product Development

    Science.gov (United States)

    Zhao, Yu-Jie; Luo, Xin-xing; Deng, Li

    2014-01-01

    In the fierce market environment, the enterprise which wants to meet customer needs and boost its market profit and share must focus on the new product development. To overcome the limitations of previous research, Chan et al. proposed a dynamic decision support system to predict the customer lifetime value (CLV) for new product development. However, to better meet the customer needs, there are still some deficiencies in their model, so this study proposes a CBR-based and MAHP-based customer value prediction model for a new product (C&M-CVPM). CBR (case based reasoning) can reduce experts' workload and evaluation time, while MAHP (multiplicative analytic hierarchy process) can use actual but average influencing factor's effectiveness in stimulation, and at same time C&M-CVPM uses dynamic customers' transition probability which is more close to reality. This study not only introduces the realization of CBR and MAHP, but also elaborates C&M-CVPM's three main modules. The application of the proposed model is illustrated and confirmed to be sensible and convincing through a stimulation experiment. PMID:25162050

  10. A CBR-based and MAHP-based customer value prediction model for new product development.

    Science.gov (United States)

    Zhao, Yu-Jie; Luo, Xin-xing; Deng, Li

    2014-01-01

    In the fierce market environment, the enterprise which wants to meet customer needs and boost its market profit and share must focus on the new product development. To overcome the limitations of previous research, Chan et al. proposed a dynamic decision support system to predict the customer lifetime value (CLV) for new product development. However, to better meet the customer needs, there are still some deficiencies in their model, so this study proposes a CBR-based and MAHP-based customer value prediction model for a new product (C&M-CVPM). CBR (case based reasoning) can reduce experts' workload and evaluation time, while MAHP (multiplicative analytic hierarchy process) can use actual but average influencing factor's effectiveness in stimulation, and at same time C&M-CVPM uses dynamic customers' transition probability which is more close to reality. This study not only introduces the realization of CBR and MAHP, but also elaborates C&M-CVPM's three main modules. The application of the proposed model is illustrated and confirmed to be sensible and convincing through a stimulation experiment.

  11. A study of customer commitment through the use of the conversion model in the South African motor vehicle industry

    Directory of Open Access Journals (Sweden)

    Nic Terblanche

    2012-05-01

    Full Text Available Consumer markets have become increasingly competitive. Numerous measures to gauge and predict loyalty and commitment have been developed to assist management in this respect. The marketing literature contains many examples illustrating that longer relationships achieve customer retention, and have been rewarded with a considerable increase in customer net present value. Customer retention is undoubtedly a major contributor to profitability in the long term. Research shows that the most successful measures for achieving customer retention are customer delight, customer satisfaction and customer commitment. This study makes a closer exploration of customer commitment, as measured by the Conversion Model, in the South African motor vehicle industry. The findings highlight the commitment segments of the most popular motor vehicle brands in South Africa, as well the typical marketing strategies for managing the different commitment segments.

  12. Customized Finite Element Modelling of the Human Cornea.

    Science.gov (United States)

    Simonini, Irene; Pandolfi, Anna

    2015-01-01

    To construct patient-specific solid models of human cornea from ocular topographer data, to increase the accuracy of the biomechanical and optical estimate of the changes in refractive power and stress caused by photorefractive keratectomy (PRK). Corneal elevation maps of five human eyes were taken with a rotating Scheimpflug camera combined with a Placido disk before and after refractive surgery. Patient-specific solid models were created and discretized in finite elements to estimate the corneal strain and stress fields in preoperative and postoperative configurations and derive the refractive parameters of the cornea. Patient-specific geometrical models of the cornea allow for the creation of personalized refractive maps at different levels of IOP. Thinned postoperative corneas show a higher stress gradient across the thickness and higher sensitivity of all geometrical and refractive parameters to the fluctuation of the IOP. Patient-specific numerical models of the cornea can provide accurate quantitative information on the refractive properties of the cornea under different levels of IOP and describe the change of the stress state of the cornea due to refractive surgery (PRK). Patient-specific models can be used as indicators of feasibility before performing the surgery.

  13. 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...

  14. A study on modeling customer preferences for conceptual design

    International Nuclear Information System (INIS)

    Han, Soon Young; Seo, Seok Hoon; Choi, Hae Jin

    2015-01-01

    In this paper, we propose a concept selection method to evaluate future market performances of concept candidates, and to choose the best concept among those. The main and interaction effects of product performance factors, economic factors, and time on a market performance are modeled using a Bayesian framework-based Artificial neural network (ANN). The Bayesian framework is employed to measure the potential risk of wrong selection in using a trained ANN model. Based on the measured uncertainty bounds in the predicted future market performance, the most promising and robust concept may be selected. To validate our concept-selection method, we employed an automobile concept selection problem in the U.S. market. Seventeen concepts were assumed to compete in 2013, and the future market share with error bounds was predicted using the trained model based on sale data

  15. Customer's Profitability Analyses and Customer Service Policies

    OpenAIRE

    Venelin Terziev; Vanya Banabakova; Marin Georgiev

    2017-01-01

    Most organizations do not pay attention to the customer's profitability. It is also appropriate to improve this activity by first applying a model of customer profitability analysis. One of the basic principles of customer return analysis, which the provider must implement, is to disclose and describe all the expenses, specific to each individual customer. A useful way to uncover these costs is to determine which expenses will be dropped if the customer is discontinued. Appropriate use of ABC...

  16. Modeling customer behavior in multichannel service distribution: A rational approach

    NARCIS (Netherlands)

    Heinhuis, D.

    2013-01-01

    Most organizations have innovated their distribution strategy and adopted a multichannel strategy. The success of this strategy depends to a large extent on the adoption of new channels by the consumer. This research aims to build a model that explains consumer multichannel behavior. It gives

  17. Developing a model for validation and prediction of bank customer ...

    African Journals Online (AJOL)

    In this paper, in order to establish a communication between the final status and the parameters of facilities granted, data mining technique with the help of machine learning and neural networks have been used. A database of facilities granted by Dey Bank was created and a model with data mining approach was prepared ...

  18. A new revenue maximization model using customized plans in cloud ...

    African Journals Online (AJOL)

    Cloud computing is emerging as a promising field offering a variety of computing services to end users. These services are offered at different prices using various pricing schemes and techniques. End users will favor the service provider offering the best quality with the lowest price. Therefore, applying a fair pricing model ...

  19. 3D modeling, custom implants and its future perspectives in craniofacial surgery.

    Science.gov (United States)

    Parthasarathy, Jayanthi

    2014-01-01

    Custom implants for the reconstruction of craniofacial defects have gained importance due to better performance over their generic counterparts. This is due to the precise adaptation to the region of implantation, reduced surgical times and better cosmesis. Application of 3D modeling in craniofacial surgery is changing the way surgeons are planning surgeries and graphic designers are designing custom implants. Advances in manufacturing processes and ushering of additive manufacturing for direct production of implants has eliminated the constraints of shape, size and internal structure and mechanical properties making it possible for the fabrication of implants that conform to the physical and mechanical requirements of the region of implantation. This article will review recent trends in 3D modeling and custom implants in craniofacial reconstruction.

  20. The Analysis And Design Of Customer Relationship Management Model At STMIK STIKOM BALI

    Directory of Open Access Journals (Sweden)

    Ni Wayan Deriani

    2016-06-01

    Full Text Available The advantages of an organization can be seen from the organization's ability to compete in the business world today is increasingly more competition. The competition should be used as well as possible in order to retain customers by providing the best service. one way to provide the best service is the provision of means in the form of comprehensive information systems and integrated. CRM is an integrated system that is useful for both of the organization and of course for the customer. In this research, design analysis model of CRM approach from the perspective Planner and owner of Zachman framework. Design analysis using DFD, ERD and conceptual database. The expected outcome of this research is a form of planning the Customer Relationship Management system model as a reference for the managers in the development of an integrated system in the future.

  1. The impact of the customer relationship management on organizational productivity, customer trust and satisfaction by using the structural equation model: A study in the Iranian hospitals

    Science.gov (United States)

    Yaghoubi, Maryam; Asgari, Hamed; Javadi, Marzieh

    2017-01-01

    Context: One of the challenges in the fiercely competitive space of health organizations is responding to customers and building trust and satisfaction in them in the shortest time, with best quality and highest productivity. Hence the aim of this study is to survey the impact of customer relationship management (CRM) on organizational productivity, customer loyalty, satisfaction and trust in selected hospitals of Isfahan (in Iran). Materials and Methods: This study is a correlation descriptive research. Study population was the nurses in selected hospitals of Isfahan and the sampling has been conducted using stratified random method. Data collection tool is a researcher-made questionnaire of CRM and its effects (organizational productivity, customer loyalty, satisfaction and trust) which its validity and reliability has been confirmed by researchers. Structural equation method was used to determine the impact of variables. Data analysis method was structural equation modeling and the software used was SPSS version 16 (IBM, SPSS, 2007 Microsoft Corp., Bristol, UK) and AMOS version 18 (IBM, SPSS, 2010 Microsoft Corp, Bristol, UK). Results: Among the dimensions of CRM, diversification had the highest impact (0.83) and customer acquisition had the lowest (0.57) CRM, had the lowest impact on productivity (0.59) and the highest effect on customer satisfaction (0.83). Conclusions: For the implementation of CRM, it is necessary that the studied hospitals improve strategies of acquiring information about new customers, attracting new customers and keeping them and communication with patients outside the hospital and improve the system of measuring patient satisfaction and loyalty. PMID:28546971

  2. A structural model of customer satisfaction and trust in vendors involved in mobile commerce

    Directory of Open Access Journals (Sweden)

    Suki, N.M.

    2011-01-01

    Full Text Available The purpose of this paper is to provide an explanation of factors influencing customer satisfaction and trust in vendors involved in mobile commerce (m-commerce. The study sample consists of 200 respondents. Data were analyzed by employing structural equation modelling (SEM supported by AMOS 5.0 with maximum likelihood estimation in order to test the proposed hypotheses. The proposed model was empirically tested and results confirmed that users’ satisfaction with vendors in m-commerce was not significantly influenced by two antecedents of the vendor’s website quality: interactivity and customisation, and also two antecedents of mobile technology quality: usefulness and ease-of-use. Meanwhile, users’ trust towards the vendor in m-commerce is affected by users’ satisfaction with the vendor. Interestingly, vendor quality dimensions such as responsiveness and brand image influence customer satisfaction with vendors in m-commerce. Based on the findings, vendors in m-commerce should focus on the factors which generate more satisfaction and trust among customers. For vendors in general, the results can help them to better develop customer trust in m-commerce. Vendors of m-commerce can provide a more satisfying experience for customers.

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

    Directory of Open Access Journals (Sweden)

    Ren-Qian Zhang

    2016-01-01

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

  4. Generic Model to Send Secure Alerts for Utility Companies

    Directory of Open Access Journals (Sweden)

    Perez–Díaz J.A.

    2010-04-01

    Full Text Available In some industries such as logistics services, bank services, and others, the use of automated systems that deliver critical business information anytime and anywhere play an important role in the decision making process. This paper introduces a "Generic model to send secure alerts and notifications", which operates as a middleware between enterprise data sources and its mobile users. This model uses Short Message Service (SMS as its main mobile messaging technology, however is open to use new types of messaging technologies. Our model is interoperable with existing information systems, it can store any kind of information about alerts or notifications at different levels of granularity, it offers different types of notifications (as analert when critical business problems occur,asanotificationina periodical basis or as 2 way query. Notification rules can be customized by final users according to their preferences. The model provides a security framework in the cases where information requires confidentiality, it is extensible to existing and new messaging technologies (like e–mail, MMS, etc. It is a platform, mobile operator and hardware independent. Currently, our solution is being used at the Comisión Federal de Electricidad (Mexico's utility company to deliver secure alerts related to critical events registered in the main power generation plants of our country.

  5. Customer social network affects marketing strategy: A simulation analysis based on competitive diffusion model

    Science.gov (United States)

    Hou, Rui; Wu, Jiawen; Du, Helen S.

    2017-03-01

    To explain the competition phenomenon and results between QQ and MSN (China) in the Chinese instant messaging software market, this paper developed a new population competition model based on customer social network. The simulation results show that the firm whose product with greater network externality effect will gain more market share than its rival when the same marketing strategy is used. The firm with the advantage of time, derived from the initial scale effect will become more competitive than its rival when facing a group of common penguin customers within a social network, verifying the winner-take-all phenomenon in this case.

  6. The Effect of Innovation Factors to Customer Loyalty by Structural Equation Model

    OpenAIRE

    M. Dachyar; Fatkhurrohman

    2011-01-01

    Innovation is being view from four areas of innovation, product, service, technology, and marketing. Whereas customer loyalty is composed of customer expectation, perceived quality, perceived value, corporate image, customer satisfaction, customer trust/confidence, customer commitment, customer complaint, and customer loyalty. This study aimed to investigate the influence of innovation factors to customer loyalty to GSM in the telecom companies where use of products and s...

  7. Customer service model for waste tracking at Los Alamos National Laboratory

    International Nuclear Information System (INIS)

    Dorries, Alison M.; Montoya, Andrew J.; Ashbaugh, Andrew E.

    2010-01-01

    The deployment of any new software system in a production facility will always face multiple hurtles in reaching a successful acceptance. However, a new waste tracking system was required at the plutonium processing facility at Los Alamos National Laboratory (LANL) where waste processing must be integrated to handle Special Nuclear Materials tracking requirements. Waste tracking systems can enhance the processing of waste in production facilities when the system is developed with a focus on customer service throughout the project life cycle. In March 2010 Los Alamos National Laboratory Waste Technical Services (WTS) replaced the aging systems and infrastructure that were being used to support the plutonium processing facility. The Waste Technical Services (WTS) Waste Compliance and Tracking System (WCATS) Project Team, using the following customer service model, succeeded in its goal to meet all operational and regulatory requirements, making waste processing in the facility more efficient while partnering with the customer.

  8. A modified dynamic evolving neural-fuzzy approach to modeling customer satisfaction for affective design.

    Science.gov (United States)

    Kwong, C K; Fung, K Y; Jiang, Huimin; Chan, K Y; Siu, Kin Wai Michael

    2013-01-01

    Affective design is an important aspect of product development to achieve a competitive edge in the marketplace. A neural-fuzzy network approach has been attempted recently to model customer satisfaction for affective design and it has been proved to be an effective one to deal with the fuzziness and non-linearity of the modeling as well as generate explicit customer satisfaction models. However, such an approach to modeling customer satisfaction has two limitations. First, it is not suitable for the modeling problems which involve a large number of inputs. Second, it cannot adapt to new data sets, given that its structure is fixed once it has been developed. In this paper, a modified dynamic evolving neural-fuzzy approach is proposed to address the above mentioned limitations. A case study on the affective design of mobile phones was conducted to illustrate the effectiveness of the proposed methodology. Validation tests were conducted and the test results indicated that: (1) the conventional Adaptive Neuro-Fuzzy Inference System (ANFIS) failed to run due to a large number of inputs; (2) the proposed dynamic neural-fuzzy model outperforms the subtractive clustering-based ANFIS model and fuzzy c-means clustering-based ANFIS model in terms of their modeling accuracy and computational effort.

  9. A Modified Dynamic Evolving Neural-Fuzzy Approach to Modeling Customer Satisfaction for Affective Design

    Directory of Open Access Journals (Sweden)

    C. K. Kwong

    2013-01-01

    Full Text Available Affective design is an important aspect of product development to achieve a competitive edge in the marketplace. A neural-fuzzy network approach has been attempted recently to model customer satisfaction for affective design and it has been proved to be an effective one to deal with the fuzziness and non-linearity of the modeling as well as generate explicit customer satisfaction models. However, such an approach to modeling customer satisfaction has two limitations. First, it is not suitable for the modeling problems which involve a large number of inputs. Second, it cannot adapt to new data sets, given that its structure is fixed once it has been developed. In this paper, a modified dynamic evolving neural-fuzzy approach is proposed to address the above mentioned limitations. A case study on the affective design of mobile phones was conducted to illustrate the effectiveness of the proposed methodology. Validation tests were conducted and the test results indicated that: (1 the conventional Adaptive Neuro-Fuzzy Inference System (ANFIS failed to run due to a large number of inputs; (2 the proposed dynamic neural-fuzzy model outperforms the subtractive clustering-based ANFIS model and fuzzy c-means clustering-based ANFIS model in terms of their modeling accuracy and computational effort.

  10. Evaluation of custom energy expenditure models for SenseWear armband in manual wheelchair users.

    Science.gov (United States)

    Tsang, KaLai; Hiremath, Shivayogi V; Cooper, Rory A; Ding, Dan

    2015-01-01

    Physical activity monitors are increasingly used to help the general population lead a healthy lifestyle by keeping track of their daily physical activity (PA) and energy expenditure (EE). However, none of the commercially available activity monitors can accurately estimate PA and EE in people who use wheelchairs as their primary means of mobility. Researchers have recently developed custom EE prediction models for manual wheelchair users (MWUs) with spinal cord injuries (SCIs) based on a commercial activity monitor--the SenseWear armband. This study evaluated the performance of two custom EE prediction models, including a general model and a set of activity-specific models among 45 MWUs with SCI. The estimated EE was obtained by using the two custom models and the default manufacturer's model, and it was compared with the gold standard measured by the K4b2 portable metabolic cart. The general, activity-specific, and default models had a mean signed percent error (mean +/- standard deviation) of -2.8 +/- 26.1%, -4.8 +/- 25.4%, and -39.6 +/- 37.8%, respectively. The intraclass correlation coefficient was 0.86 (95% confidence interval [CI] = 0.82 to 0.89) for the general model, 0.83 (95% CI = 0.79 to 0.87) for the activity-specific model, and 0.62 (95% CI = 0.16 to 0.81) for the default model. The custom models for the SenseWear armband significantly improved the EE estimation accuracy for MWUs with SCI.

  11. Targeting the robo-advice customer: the development of a psychographic segmentation model for financial advice robots

    OpenAIRE

    van Thiel, D.; van Raaij, W.F.

    2017-01-01

    The purpose of this study is to develop the world’s first psychographic market segmentation model that supports personalization, customer education, customer activation, and customer engagement strategies with financial advice robots. As traditional segmentation models in consumer finance primarily focus on externally observed demographics or economic criteria such as profession, age, income, or wealth, post-hoc psychographic segmentation further supports personalization in the digital adviso...

  12. Assessing the antecedents of customer loyalty on healthcare insurance products: Service quality; perceived value embedded model

    Directory of Open Access Journals (Sweden)

    Fadi Abdelmuniem Abdelfattah

    2015-11-01

    Full Text Available Purpose: This research aim to investigate the influence of service quality attributes towards customers’ loyalty on health insurance products. In addition, this research also tested the mediation role of perceived value in between service quality and customers’ loyalty on health insurance products. Design/methodology/approach: Based on the literature review, this research developed a conceptual model of customers loyalty embedded with service quality and perceived value. The study surveyed 342 healthcare insurance customers. Apart from assessing the reliability and validity of the constructs through confirmatory factor analysis, this research also used structural equation modelling (SEM approach to test the proposed hypothesis. Findings: The results from the inferential statistics revealed that the healthcare insurance customers are highly influenced by service quality followed by the perceived value in reaching their loyalty towards a particular health insurance service provider. Research limitations/implications: The sample for this study is based on health insurance customers only and it is suggested that future studies enlarge the scope to include others type of customers of different insurance products. Practical implications: In order to encourage the customers to more loyal towards their service providers, this research will add value for the mangers to understand the items of service quality and considering the perceived value of the target customers in order to optimize their loyalty. As whole, the outcome of this research will assist managers for better understanding of the customers’ loyalty antecedents under the perspective of healthcare insurance products. Originality/value: This paper has tried to provide a comprehensive understanding about customers’ loyalty under the perspective of service quality and perceived values context in the Malaysian health care insurance industry. Since there was a lack of such research in

  13. Development Customer Knowledge Management (Ckm) Models in Purbalingga Hospitality Using Soft Systems Methodology (Ssm)

    OpenAIRE

    Chasanah, Nur; Sensuse, Dana Indra; Lusa, Jonathan Sofian

    2014-01-01

    Development of the tourism sector is part of the national development efforts that are being implemented in Indonesia. This research was conducted with the customer to make an overview of knowledge management models to address the existing problems in hospitality in the hospitality Purbalingga as supporting tourism Purbalingga. The model depicts a series of problem-solving activities that result in the hospitality, especially in Purbalingga. This research was action research with methods of S...

  14. Distributed energy resources in practice: A case study analysis and validation of LBNL's customer adoption model

    Energy Technology Data Exchange (ETDEWEB)

    Bailey, Owen; Creighton, Charles; Firestone, Ryan; Marnay, Chris; Stadler, Michael

    2003-02-01

    This report describes a Berkeley Lab effort to model the economics and operation of small-scale (<500 kW) on-site electricity generators based on real-world installations at several example customer sites. This work builds upon the previous development of the Distributed Energy Resource Customer Adoption Model (DER-CAM), a tool designed to find the optimal combination of installed equipment, and idealized operating schedule, that would minimize the site's energy bills, given performance and cost data on available DER technologies, utility tariffs, and site electrical and thermal loads over a historic test period, usually a recent year. This study offered the first opportunity to apply DER-CAM in a real-world setting and evaluate its modeling results. DER-CAM has three possible applications: first, it can be used to guide choices of equipment at specific sites, or provide general solutions for example sites and propose good choices for sites with similar circumstances; second, it can additionally provide the basis for the operations of installed on-site generation; and third, it can be used to assess the market potential of technologies by anticipating which kinds of customers might find various technologies attractive. A list of approximately 90 DER candidate sites was compiled and each site's DER characteristics and their willingness to volunteer information was assessed, producing detailed information on about 15 sites of which five sites were analyzed in depth. The five sites were not intended to provide a random sample, rather they were chosen to provide some diversity of business activity, geography, and technology. More importantly, they were chosen in the hope of finding examples of true business decisions made based on somewhat sophisticated analyses, and pilot or demonstration projects were avoided. Information on the benefits and pitfalls of implementing a DER system was also presented from an additional ten sites including agriculture

  15. A Structural Equation Modeling Approach to Investigate Negative Word of Mouth Impact on Customer-Based Brand Equity: Does Attribution Matter?

    Directory of Open Access Journals (Sweden)

    Ahmed Yehia Ebeid

    2014-09-01

    Full Text Available There is a shortage in the research which addresses the relationship between negative word of mouth (WOM communication and customer-based brand equity dilution. This research utilizes attribution theory to demonstrate the negative word-of-mouth impact on the customer-based brand equity. Structural equation modeling was used to investigate the proposed effect of negative WOM on brand equity. The study sample consists of 71 post-graduate students, the object of negative WOM was laptops which considered a highly involvement product. Experimental investigation results reveal that customer exposure to negative word-of-mouth increases the brand equity dilution. Results were discussed in the light of casual attribution theory, and practical implications were provided.

  16. Application of the Health Belief Model to customers' use of menu labels in restaurants.

    Science.gov (United States)

    Jeong, Jin-Yi; Ham, Sunny

    2018-04-01

    Some countries require the provision of menu labels on restaurant menus to fight the increasing prevalence of obesity and related chronic diseases. This study views customers' use of menu labels as a preventive health behavior and applies the Health Belief Model (HBM) with the aim of determining the health belief factors that influence customers' use of menu labels. A self-administered survey was distributed for data collection. Responses were collected from 335 restaurant customers who experienced menu labels in restaurants within three months prior to the survey. The results of a structural equation model showed that all the HBM variables (perceived threats, perceived benefits, and perceived barriers of using menu labels) positively affected the customers' use of menu labels. Perceived threats were influenced by cues to action and cues to action had an indirect influence on menu label use through perceived threats. In conclusion, health beliefs were good predictors of menu label use on restaurant menus. This study validated the application of the HBM to menu labeling in restaurants, and its findings could offer guidelines for the industry and government in developing strategies to expand the use of menu labels among the public. Copyright © 2017 Elsevier Ltd. All rights reserved.

  17. Modeling utilization distributions in space and time

    Science.gov (United States)

    Keating, K.A.; Cherry, S.

    2009-01-01

    W. Van Winkle defined the utilization distribution (UD) as a probability density that gives an animal's relative frequency of occurrence in a two-dimensional (x, y) plane. We extend Van Winkle's work by redefining the UD as the relative frequency distribution of an animal's occurrence in all four dimensions of space and time. We then describe a product kernel model estimation method, devising a novel kernel from the wrapped Cauchy distribution to handle circularly distributed temporal covariates, such as day of year. Using Monte Carlo simulations of animal movements in space and time, we assess estimator performance. Although not unbiased, the product kernel method yields models highly correlated (Pearson's r - 0.975) with true probabilities of occurrence and successfully captures temporal variations in density of occurrence. In an empirical example, we estimate the expected UD in three dimensions (x, y, and t) for animals belonging to each of two distinct bighorn sheep {Ovis canadensis) social groups in Glacier National Park, Montana, USA. Results show the method can yield ecologically informative models that successfully depict temporal variations in density of occurrence for a seasonally migratory species. Some implications of this new approach to UD modeling are discussed. ?? 2009 by the Ecological Society of America.

  18. Process time optimization of robotic remote laser cutting by utilizing customized beam patterns and redundancy space task sequencing

    DEFF Research Database (Denmark)

    Villumsen, Sigurd

    This dissertation is written as a part of the ROBOCUT project which concerns the development of a new laser cutting technology that seeks to increase the performance of traditional and remote laser cutting by using beam shaping technologies. The resulting customized beam patterns are obtained...

  19. Mass Customization Measurements Metrics

    DEFF Research Database (Denmark)

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

    2014-01-01

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

  20. Animal Models Utilized in HTLV-1 Research

    Directory of Open Access Journals (Sweden)

    Amanda R. Panfil

    2013-01-01

    Full Text Available Since the isolation and discovery of human T-cell leukemia virus type 1 (HTLV-1 over 30 years ago, researchers have utilized animal models to study HTLV-1 transmission, viral persistence, virus-elicited immune responses, and HTLV-1-associated disease development (ATL, HAM/TSP. Non-human primates, rabbits, rats, and mice have all been used to help understand HTLV-1 biology and disease progression. Non-human primates offer a model system that is phylogenetically similar to humans for examining viral persistence. Viral transmission, persistence, and immune responses have been widely studied using New Zealand White rabbits. The advent of molecular clones of HTLV-1 has offered the opportunity to assess the importance of various viral genes in rabbits, non-human primates, and mice. Additionally, over-expression of viral genes using transgenic mice has helped uncover the importance of Tax and Hbz in the induction of lymphoma and other lymphocyte-mediated diseases. HTLV-1 inoculation of certain strains of rats results in histopathological features and clinical symptoms similar to that of humans with HAM/TSP. Transplantation of certain types of ATL cell lines in immunocompromised mice results in lymphoma. Recently, “humanized” mice have been used to model ATL development for the first time. Not all HTLV-1 animal models develop disease and those that do vary in consistency depending on the type of monkey, strain of rat, or even type of ATL cell line used. However, the progress made using animal models cannot be understated as it has led to insights into the mechanisms regulating viral replication, viral persistence, disease development, and, most importantly, model systems to test disease treatments.

  1. Utility models as a business inspiration

    Directory of Open Access Journals (Sweden)

    Dlask, Petr

    2016-06-01

    Full Text Available Nowadays, there are many possibilities and conditions for individual business ideas. At first glance, it may seem that restrictions come from not getting the necessary funds. The fact is that funds are only a secondary issue. The primary one is the quality of the business idea. If the idea is good and sufficiently inventive, raising the necessary investment resources is not a problem. Utility models registered through the Industrial Property Office present a broad potential for invention. The authors offer an insight into the submitted innovative practices associated with traditional building materials, such as stone. Its use in construction has a long-standing tradition, and new manufacturing and processing methods offer new opportunities for unconventional business.

  2. Customer portfolios

    DEFF Research Database (Denmark)

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

    2017-01-01

    Purpose The purpose of this paper is to extend the discussion about customer portfolios beyond simple identification of models and how they can be used for balanced resource allocation to a discussion about how portfolios should take into account views from relationship partners and how they should...... be aligned in internal as well as a relational context. Design/methodology/approach The portfolio literature is reviewed (most recent, seminal, IMP related) and considered in the context of both the sales organization and the customers involved in the portfolio. A conceptual framework is introduced...... that helps improve the understanding of how customer portfolio models can actually be applied from a relational perspective. Findings The key aspects of the conceptual framework relate to how alignment of the relationships in the portfolio is achieved. Critical to this are the interaction spaces...

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

    Directory of Open Access Journals (Sweden)

    Ayad Hendalianpour

    2016-11-01

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

  4. Developing Custom Fire Behavior Fuel Models for Mediterranean Wildland-Urban Interfaces in Southern Italy

    Science.gov (United States)

    Elia, Mario; Lafortezza, Raffaele; Lovreglio, Raffaella; Sanesi, Giovanni

    2015-09-01

    The dramatic increase of fire hazard in wildland-urban interfaces (WUIs) has required more detailed fuel management programs to preserve ecosystem functions and human settlements. Designing effective fuel treatment strategies allows to achieve goals such as resilient landscapes, fire-adapted communities, and ecosystem response. Therefore, obtaining background information on forest fuel parameters and fuel accumulation patterns has become an important first step in planning fuel management interventions. Site-specific fuel inventory data enhance the accuracy of fuel management planning and help forest managers in fuel management decision-making. We have customized four fuel models for WUIs in southern Italy, starting from forest classes of land-cover use and adopting a hierarchical clustering approach. Furthermore, we provide a prediction of the potential fire behavior of our customized fuel models using FlamMap 5 under different weather conditions. The results suggest that fuel model IIIP (Mediterranean maquis) has the most severe fire potential for the 95th percentile weather conditions and the least severe potential fire behavior for the 85th percentile weather conditions. This study shows that it is possible to create customized fuel models directly from fuel inventory data. This achievement has broad implications for land managers, particularly forest managers of the Mediterranean landscape, an ecosystem that is susceptible not only to wildfires but also to the increasing human population and man-made infrastructures.

  5. Customer relationship management (CRM): successful implementation of CRM projects in utilities companies; Umsetzung von CRM-Projekten in EVU. Kundenbeziehungen erfolgreich gestalten

    Energy Technology Data Exchange (ETDEWEB)

    Herbert, M. [Bereich Energy/Multi Utility Kienbaum Management Consultants GmbH, Berlin (Germany)

    2003-03-24

    Very often customer relationship management (CRM) projects are technology driven. Users get involved too late which causes a lack of acceptance. In addition project goals are often not aligned to the corporate strategy so that senior management may not provide sufficient support. However broad support on a board level is crucial for CRM projects, because different departments will be affected by the CRM initiative. The author provides critical success factors for the implementation of CRM projects in utilities companies. (orig.) [German] Bei der Umsetzung von customer-relationship-management-(CRM-)Projekten ist der Fokus haeufig zu stark auf die EDV-Technologie gerichtet. Mangelnde Einbeziehung der Anwender fuehren zu Akzeptanzproblemen. Auch fehlt oft die Integration der CRM-Ziele in die Unternehmensstrategie, was die Unterstuetzung des Managements in Frage stellt. Jedoch ist vor allem bei unternehmensweiten CRM-Initiativen eine breite und dauerhafte Unterstuetzung auf Vorstandsebene erforderlich. Der Verfasser nennt kritische Faktoren fuer die erfolgreiche Umsetzung von CRM-Projekten bei EVU. (orig.)

  6. Two Phase Analysis of Ski Schools Customer Satisfaction: Multivariate Ranking and Cub Models

    Directory of Open Access Journals (Sweden)

    Rosa Arboretti

    2014-06-01

    Full Text Available Monitoring tourists' opinions is an important issue also for companies providing sport services. The aim of this paper was to apply CUB models and nonparametric permutation methods to a large customer satisfaction survey performed in 2011 in the ski schools of Alto Adige (Italy. The two-phase data processing was mainly aimed to: establish a global ranking of a sample of five ski schools, on the basis of satisfaction scores for several specific service aspects; to estimate specific components of the respondents’ evaluation process (feeling and uncertainty and to detect if customers’ characteristics affected these two components. With the application of NPC-Global ranking we obtained a ranking of the evaluated ski schools simultaneously considering satisfaction scores of several service’s aspects. CUB models showed which aspects and subgroups were less satisfied giving tips on how to improve services and customer satisfaction.

  7. Developing an Innovative Customer Relationship Management Model for Better Health Examination Service

    Directory of Open Access Journals (Sweden)

    Lyu JrJung

    2014-11-01

    Full Text Available People emphasize on their own health and wish to know more about their conditions. Chronic diseases now take up to 50 percent of top 10 causes of death. As a result, the health-care industry has emerged and kept thriving. This work adopts an innovative customer-oriented business model since most clients are proactive and spontaneous in taking the “distinguished” health examination programs. We adopt the soft system dynamics methodology (SSDM to develop and to evaluate the steps of introducing customer relationship management model into a case health examination organization. Quantitative results are also presented for a case physical examination center and to assess the improved efficiency. The case study shows that the procedures developed here could provide a better service.

  8. Developing a Customer Relationship Management Model for Better Health Examination Service

    Directory of Open Access Journals (Sweden)

    Lyu Jr-Jung

    2014-11-01

    Full Text Available People emphasize on their own health and wish to know more about their conditions. Chronic diseases now take up to 50 percent of top 10 causes of death. As a result, the health-care industry has emerged and kept thriving. This work adopts a customer-oriented business model since most clients are proactive and spontaneous in taking the “distinguished” health examination programs. We adopt the soft system dynamics methodology (SSDM to develop and to evaluate the steps of introducing customer relationship management model into a case health examination organization. Quantitative results are also presented for a case physical examination center and to assess the improved efficiency. The case study shows that the procedures developed here could provide a better service.

  9. Charging Customers or Making Profit? Business Model Change in the Software Industry

    Directory of Open Access Journals (Sweden)

    Margit Malmmose Peyton

    2014-08-01

    Full Text Available Purpose: Advancements in technology, changing customer demands or new market entrants are often seen as a necessary condition to trigger the creation of new Business Models, or disruptive change in existing ones. Yet, the sufficient condition is often determined by pricing and how customers are willing to pay for the technology (Chesbrough and Rosenbloom, 2002. As a consequence, much research on Business Models has focused on innovation and technology management (Rajala et al., 2012; Zott et al., 2011, and software-specific frameworks for Business Models have emerged (Popp, 2011; Rajala et al., 2003; Rajala et al., 2004; Stahl, 2004. This paper attempts to illustrate Business Model change in the software industry. Design: Drawing on Rajala et al. (2003, this case study explores the (1 antecedents and (2 consequences of a Business Model-change in a logistics software company. The company decided to abolish their profitable fee-based licensing for an internet-based version of its core product and to offer it as freeware including unlimited service. Findings: Firstly, we illustrate how external developments in technology and customer demands (pricing, as well as the desire for a sustainable Business Model, have led to this drastic change. Secondly, we initially find that much of the company’s new Business Model is congruent with the company-focused framework of Rajala et al. (2003 [product strategy; distribution model, services and implementation; revenue logic]. Value: The existing frameworks for Business Models in the software industry cannot fully explain the disruptive change in the Business Model. Therefore, we suggest extending the framework by the element of ‘innovation’.

  10. Modeling regulated water utility investment incentives

    Science.gov (United States)

    Padula, S.; Harou, J. J.

    2014-12-01

    This work attempts to model the infrastructure investment choices of privatized water utilities subject to rate of return and price cap regulation. The goal is to understand how regulation influences water companies' investment decisions such as their desire to engage in transfers with neighbouring companies. We formulate a profit maximization capacity expansion model that finds the schedule of new supply, demand management and transfer schemes that maintain the annual supply-demand balance and maximize a companies' profit under the 2010-15 price control process in England. Regulatory incentives for costs savings are also represented in the model. These include: the CIS scheme for the capital expenditure (capex) and incentive allowance schemes for the operating expenditure (opex) . The profit-maximizing investment program (what to build, when and what size) is compared with the least cost program (social optimum). We apply this formulation to several water companies in South East England to model performance and sensitivity to water network particulars. Results show that if companies' are able to outperform the regulatory assumption on the cost of capital, a capital bias can be generated, due to the fact that the capital expenditure, contrarily to opex, can be remunerated through the companies' regulatory capital value (RCV). The occurrence of the 'capital bias' or its entity depends on the extent to which a company can finance its investments at a rate below the allowed cost of capital. The bias can be reduced by the regulatory penalties for underperformances on the capital expenditure (CIS scheme); Sensitivity analysis can be applied by varying the CIS penalty to see how and to which extent this impacts the capital bias effect. We show how regulatory changes could potentially be devised to partially remove the 'capital bias' effect. Solutions potentially include allowing for incentives on total expenditure rather than separately for capex and opex and allowing

  11. Building Customer Churn Prediction Models in Fitness Industry with Machine Learning Methods

    OpenAIRE

    Shan, Min

    2017-01-01

    With the rapid growth of digital systems, churn management has become a major focus within customer relationship management in many industries. Ample research has been conducted for churn prediction in different industries with various machine learning methods. This thesis aims to combine feature selection and supervised machine learning methods for defining models of churn prediction and apply them on fitness industry. Forward selection is chosen as feature selection methods. Support Vector ...

  12. 3D modelling and Virtual Reality as a Tool for Presenting Architecture to a Customer

    OpenAIRE

    Mosunova, Mariia

    2016-01-01

    Nowadays, modern technologies are becoming more and more developed and they are used in different fields. Virtual reality is a new technological boom. Subsequently, it is possible to combine virtual reality and the design field. This thesis is a research about virtual reality, 3D modelling and how it can be used in the architectural sphere. Tyris Software, a company in Valencia, Spain, commissioned the project. The main goal was to invent and develop a platform for architects and customer...

  13. Many-server queues with customer abandonment: Numerical analysis of their diffusion model

    OpenAIRE

    Dai, J. G.; He, Shuangchi

    2013-01-01

    We use a multidimensional diffusion process to approximate the dynamics of a queue served by many parallel servers. Waiting customers in this queue may abandon the system without service. To analyze the diffusion model, we develop a numerical algorithm for computing its stationary distribution. A crucial part of the algorithm is choosing an appropriate reference density. Using a conjecture on the tail behavior of the limit queue length process, we propose a systematic approach to constructing...

  14. Investigating the determinants of E-banking loyalty for large business customers: two empirical models

    OpenAIRE

    Fragata, A.; Moustakas, E.

    2013-01-01

    The current research paper proposes two models for the determinants of E-banking Loyalty for large business customers. The results demonstrated that five main quality dimensions were identified for the e-banking portals: assurance, reliability, convenience and quality monitoring by the financial director of the company. The results also confirm that e-banking quality has a strong impact on e-banking loyalty via the mediating effect of e-trust and switching costs have stro...

  15. Reducing greenhouse gas emissions by inducing energy conservation and distributed generation from elimination of electric utility customer charges

    International Nuclear Information System (INIS)

    Pearce, Joshua M.; Harris, Paul J.

    2007-01-01

    This paper quantifies the increased greenhouse gas emissions and negative effect on energy conservation (or 'efficiency penalty') due to electric rate structures that employ an unavoidable customer charge. First, the extent of customer charges was determined from a nationwide survey of US electric tariffs. To eliminate the customer charge nationally while maintaining a fixed sum for electric companies for a given amount of electricity, an increase of 7.12% in the residential electrical rate was found to be necessary. If enacted, this increase in the electric rate would result in a 6.4% reduction in overall electricity consumption, conserving 73 billion kW h, eliminating 44.3 million metric tons of carbon dioxide, and saving the entire US residential sector over $8 billion per year. As shown here, these reductions would come from increased avoidable costs, thus leveraging an increased rate of return on investments in energy efficiency, energy conservation behavior, distributed energy generation, and fuel choices. Finally, limitations of this study and analysis are discussed and conclusions are drawn for proposed energy policy changes

  16. Modeling and simulation of queuing system for customer service improvement: A case study

    Science.gov (United States)

    Xian, Tan Chai; Hong, Chai Weng; Hawari, Nurul Nazihah

    2016-10-01

    This study aims to develop a queuing model at UniMall by using discrete event simulation approach in analyzing the service performance that affects customer satisfaction. The performance measures that considered in this model are such as the average time in system, the total number of student served, the number of student in waiting queue, the waiting time in queue as well as the maximum length of buffer. ARENA simulation software is used to develop a simulation model and the output is analyzed. Based on the analysis of output, it is recommended that management of UniMall consider introducing shifts and adding another payment counter in the morning.

  17. One-to-one modeling and simulation: a new approach in customer relationship management for grocery retail

    Science.gov (United States)

    Baydar, Cem M.

    2002-03-01

    The ever-increasing competition in retail industry puts pressure on retailers to deal with their customers more efficiently. Currently most companies use Customer Relationship Management (CRM) systems to maximize the customer satisfaction level by trying to understand more about their behaviors. However, one disadvantage of the current approaches is that they focus on the segmentation of customers into homogenous groups and they disregard examining the one-to-one relationship of each individual's behavior toward each product. Therefore, individual behavior cannot be captured in detail. Modeling individual behavior for each product enables several strategies of pricing by keeping the customer satisfaction at the maximum level. One example is offering a personal discount on a particular item to a customer who is price sensitive to that particular product. Therefore, you can still sell other products at the non-discounted level to this customer by keeping him satisfied. In this paper, individual pricing approach is discussed. The aim of this study is to develop a conceptual framework to analyze the feasibility of individual pricing. Customer behaviors can be modeled individually with respect to each product for a grocery store. Several factors can be used to determine these behaviors such as customer's need, brand loyalty and price sensitivity. Each customer can be modeled as an adaptive agent using qualitative descriptions of behaviors (i.e., highly price sensitive). Then, the overall shopping behavior can be simulated using a multi-agent Monte-Carlo simulation. It is expected that with this approach, retailers will be able to determine better strategies to obtain more profits, better sales and better customer satisfaction.

  18. A data-driven approach to reverse engineering customer engagement models: towards functional constructs.

    Science.gov (United States)

    de Vries, Natalie Jane; Carlson, Jamie; Moscato, Pablo

    2014-01-01

    Online consumer behavior in general and online customer engagement with brands in particular, has become a major focus of research activity fuelled by the exponential increase of interactive functions of the internet and social media platforms and applications. Current research in this area is mostly hypothesis-driven and much debate about the concept of Customer Engagement and its related constructs remains existent in the literature. In this paper, we aim to propose a novel methodology for reverse engineering a consumer behavior model for online customer engagement, based on a computational and data-driven perspective. This methodology could be generalized and prove useful for future research in the fields of consumer behaviors using questionnaire data or studies investigating other types of human behaviors. The method we propose contains five main stages; symbolic regression analysis, graph building, community detection, evaluation of results and finally, investigation of directed cycles and common feedback loops. The 'communities' of questionnaire items that emerge from our community detection method form possible 'functional constructs' inferred from data rather than assumed from literature and theory. Our results show consistent partitioning of questionnaire items into such 'functional constructs' suggesting the method proposed here could be adopted as a new data-driven way of human behavior modeling.

  19. A data-driven approach to reverse engineering customer engagement models: towards functional constructs.

    Directory of Open Access Journals (Sweden)

    Natalie Jane de Vries

    Full Text Available Online consumer behavior in general and online customer engagement with brands in particular, has become a major focus of research activity fuelled by the exponential increase of interactive functions of the internet and social media platforms and applications. Current research in this area is mostly hypothesis-driven and much debate about the concept of Customer Engagement and its related constructs remains existent in the literature. In this paper, we aim to propose a novel methodology for reverse engineering a consumer behavior model for online customer engagement, based on a computational and data-driven perspective. This methodology could be generalized and prove useful for future research in the fields of consumer behaviors using questionnaire data or studies investigating other types of human behaviors. The method we propose contains five main stages; symbolic regression analysis, graph building, community detection, evaluation of results and finally, investigation of directed cycles and common feedback loops. The 'communities' of questionnaire items that emerge from our community detection method form possible 'functional constructs' inferred from data rather than assumed from literature and theory. Our results show consistent partitioning of questionnaire items into such 'functional constructs' suggesting the method proposed here could be adopted as a new data-driven way of human behavior modeling.

  20. Apply 3D model on the customized product color combination for the interior decoration

    Science.gov (United States)

    Chen, Cheih-Ying

    2013-03-01

    The customized product color interface for the interior decoration is designed to simulate the display of various color combination sofas in the interior of the room. There are 144 color combinations of the spatial image resulted from four the interior rooms and 36 popular color sofas. The image compositing technique is adopted to appear the 144 color combinations of the spatial image on computer screen. This study tests the experience of using the interface by the questionnaire for User Interface Satisfaction (QUIS). The results show that the high grade of evaluation items including wonderful, easy, satisfying, stimulating and flexible for the experience of users. Therefore, the entrepreneur who wants to display the color primarily commodity could using the customized color combination interface with 3D models for consumers to take opportunity to find the appropriate products to meet with the interior room, so as to shorten communication time between entrepreneurs and consumers.

  1. Solving multi-customer FPR model with quality assurance and discontinuous deliveries using a two-phase algebraic approach.

    Science.gov (United States)

    Chiu, Yuan-Shyi Peter; Chou, Chung-Li; Chang, Huei-Hsin; Chiu, Singa Wang

    2016-01-01

    A multi-customer finite production rate (FPR) model with quality assurance and discontinuous delivery policy was investigated in a recent paper (Chiu et al. in J Appl Res Technol 12(1):5-13, 2014) using differential calculus approach. This study employs mathematical modeling along with a two-phase algebraic method to resolve such a specific multi-customer FPR model. As a result, the optimal replenishment lot size and number of shipments can be derived without using the differential calculus. Such a straightforward method may assist practitioners who with insufficient knowledge of calculus in learning and managing the real multi-customer FPR systems more effectively.

  2. Modelling of biomass utilization for energy purpose

    Energy Technology Data Exchange (ETDEWEB)

    Grzybek, Anna (ed.)

    2010-07-01

    the overall farms structure, farms land distribution on several separate subfields for one farm, villages' overpopulation and very high employment in agriculture (about 27% of all employees in national economy works in agriculture). Farmers have low education level. In towns 34% of population has secondary education and in rural areas - only 15-16%. Less than 2% inhabitants of rural areas have higher education. The structure of land use is as follows: arable land 11.5%, meadows and pastures 25.4%, forests 30.1%. Poland requires implementation of technical and technological progress for intensification of agricultural production. The reason of competition for agricultural land is maintenance of the current consumption level and allocation of part of agricultural production for energy purposes. Agricultural land is going to be key factor for biofuels production. In this publication research results for the Project PL0073 'Modelling of energetical biomass utilization for energy purposes' have been presented. The Project was financed from the Norwegian Financial Mechanism and European Economic Area Financial Mechanism. The publication is aimed at moving closer and explaining to the reader problems connected with cultivations of energy plants and dispelling myths concerning these problems. Exchange of fossil fuels by biomass for heat and electric energy production could be significant input in carbon dioxide emission reduction. Moreover, biomass crop and biomass utilization for energetical purposes play important role in agricultural production diversification in rural areas transformation. Agricultural production widening enables new jobs creation. Sustainable development is going to be fundamental rule for Polish agriculture evolution in long term perspective. Energetical biomass utilization perfectly integrates in the evolution frameworks, especially on local level. There are two facts. The fist one is that increase of interest in energy crops in Poland

  3. 25 CFR 175.23 - Customer responsibilities.

    Science.gov (United States)

    2010-04-01

    ... 25 Indians 1 2010-04-01 2010-04-01 false Customer responsibilities. 175.23 Section 175.23 Indians... Utility Service Administration § 175.23 Customer responsibilities. The customer(s) of a utility subject to... they apply to the installation and operation of customer-owned equipment; (b) Be responsible for...

  4. Information System Success Model for Customer Relationship Management System in Health Promotion Centers

    Science.gov (United States)

    Choi, Wona; Rho, Mi Jung; Park, Jiyun; Kim, Kwang-Jum; Kwon, Young Dae

    2013-01-01

    Objectives Intensified competitiveness in the healthcare industry has increased the number of healthcare centers and propelled the introduction of customer relationship management (CRM) systems to meet diverse customer demands. This study aimed to develop the information system success model of the CRM system by investigating previously proposed indicators within the model. Methods The evaluation areas of the CRM system includes three areas: the system characteristics area (system quality, information quality, and service quality), the user area (perceived usefulness and user satisfaction), and the performance area (personal performance and organizational performance). Detailed evaluation criteria of the three areas were developed, and its validity was verified by a survey administered to CRM system users in 13 nationwide health promotion centers. The survey data were analyzed by the structural equation modeling method, and the results confirmed that the model is feasible. Results Information quality and service quality showed a statistically significant relationship with perceived usefulness and user satisfaction. Consequently, the perceived usefulness and user satisfaction had significant influence on individual performance as well as an indirect influence on organizational performance. Conclusions This study extends the research area on information success from general information systems to CRM systems in health promotion centers applying a previous information success model. This lays a foundation for evaluating health promotion center systems and provides a useful guide for successful implementation of hospital CRM systems. PMID:23882416

  5. Information system success model for customer relationship management system in health promotion centers.

    Science.gov (United States)

    Choi, Wona; Rho, Mi Jung; Park, Jiyun; Kim, Kwang-Jum; Kwon, Young Dae; Choi, In Young

    2013-06-01

    Intensified competitiveness in the healthcare industry has increased the number of healthcare centers and propelled the introduction of customer relationship management (CRM) systems to meet diverse customer demands. This study aimed to develop the information system success model of the CRM system by investigating previously proposed indicators within the model. THE EVALUATION AREAS OF THE CRM SYSTEM INCLUDES THREE AREAS: the system characteristics area (system quality, information quality, and service quality), the user area (perceived usefulness and user satisfaction), and the performance area (personal performance and organizational performance). Detailed evaluation criteria of the three areas were developed, and its validity was verified by a survey administered to CRM system users in 13 nationwide health promotion centers. The survey data were analyzed by the structural equation modeling method, and the results confirmed that the model is feasible. Information quality and service quality showed a statistically significant relationship with perceived usefulness and user satisfaction. Consequently, the perceived usefulness and user satisfaction had significant influence on individual performance as well as an indirect influence on organizational performance. This study extends the research area on information success from general information systems to CRM systems in health promotion centers applying a previous information success model. This lays a foundation for evaluating health promotion center systems and provides a useful guide for successful implementation of hospital CRM systems.

  6. Revenue-Sharing Contract Models for Logistics Service Supply Chains with Mass Customization Service

    Directory of Open Access Journals (Sweden)

    Weihua Liu

    2015-01-01

    Full Text Available The revenue-sharing contract is one of the most important supply chain coordination contracts; it has been applied in various supply chains. However, studies related to service supply chains with mass customization (MC are lacking. Considering the equity of benefit distribution between the members of service supply chains, in this paper, we designed two revenue-sharing contracts. The first contract for the maximum equity of a single logistics service integrator (LSI and single functional logistics service provider (FLSP in a two-echelon logistics service supply chain was designed by introducing the fair entropy function (“one to one” model. Furthermore, the method is extended to a more complex supply chain, which consists of a single LSI and multiple FLSPs. A new contract was designed not only for considering the equity of an LSI and each FLSP but also for the equity between each FLSP (“one to N” model. The “one to one” model in three-echelon LSSC is also provided. The result exemplifies that, whether in the “one to one” model or “one to N” model, there exists a best interval of customized level when the revenue-sharing coefficient reaches its maximum.

  7. Your customers may be satisfied, but are they loyal?

    Energy Technology Data Exchange (ETDEWEB)

    Heupler, K.; Dion, S.; Wilder, S. [Synergic Resources Corp., Bala Cynwyd, PA (United States)

    1994-11-01

    Utilities have long recognized the importance of addressing the issue of customer satisfaction in their marketing research efforts. However, as typically defined and evaluated by utilities, the concept of satisfaction is generally too limited, and overlooks the core issue of customer loyalty. Satisfaction with service performance attributes such as power delivery, billing accuracy, customer service, and rates does not guarantee customer loyalty to an electric service provider in the face of increasing competition. Although satisfaction is a key indicator of loyalty, additional elements including mobility, energy-use characteristics, location, cost-sensitivity, stability, psychographics, and previous experience will each play a role in determining the level of commitment a utility customer is willing to make. The challenge in assessing customer loyalty is in the measurement process itself. Utilities need an ongoing process to evaluate loyalty and convert their research into specific actions that can be used to gain or maintain a competitive foothold in the market. This paper explores the issue of loyalty from a utility perspective. Loyalty is explored primarily as it relates to commercial and industrial customers. However, many of the concepts and issues pertain to loyalty measurement in other industries is discussed from a historical perspective, and a framework is presented for measuring customer loyalty among utility customers. Finally, a model for translating loyalty research results into actionable measures is presented.

  8. Developing custom fire behavior fuel models from ecologically complex fuel structures for upper Atlantic Coastal Plain forests.

    Energy Technology Data Exchange (ETDEWEB)

    Parresol, Bernard, R.; Scott, Joe, H.; Andreu, Anne; Prichard, Susan; Kurth, Laurie

    2012-01-01

    Currently geospatial fire behavior analyses are performed with an array of fire behavior modeling systems such as FARSITE, FlamMap, and the Large Fire Simulation System. These systems currently require standard or customized surface fire behavior fuel models as inputs that are often assigned through remote sensing information. The ability to handle hundreds or thousands of measured surface fuelbeds representing the fine scale variation in fire behavior on the landscape is constrained in terms of creating compatible custom fire behavior fuel models. In this study, we demonstrate an objective method for taking ecologically complex fuelbeds from inventory observations and converting those into a set of custom fuel models that can be mapped to the original landscape. We use an original set of 629 fuel inventory plots measured on an 80,000 ha contiguous landscape in the upper Atlantic Coastal Plain of the southeastern United States. From models linking stand conditions to component fuel loads, we impute fuelbeds for over 6000 stands. These imputed fuelbeds were then converted to fire behavior parameters under extreme fuel moisture and wind conditions (97th percentile) using the fuel characteristic classification system (FCCS) to estimate surface fire rate of spread, surface fire flame length, shrub layer reaction intensity (heat load), non-woody layer reaction intensity, woody layer reaction intensity, and litter-lichen-moss layer reaction intensity. We performed hierarchical cluster analysis of the stands based on the values of the fire behavior parameters. The resulting 7 clusters were the basis for the development of 7 custom fire behavior fuel models from the cluster centroids that were calibrated against the FCCS point data for wind and fuel moisture. The latter process resulted in calibration against flame length as it was difficult to obtain a simultaneous calibration against both rate of spread and flame length. The clusters based on FCCS fire behavior

  9. 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.

  10. Framework for product knowledge and product related knowledge which supports product modelling for mass customization

    DEFF Research Database (Denmark)

    Riis, Jesper; Hansen, Benjamin Loer; Hvam, Lars

    2003-01-01

    and personalization. The framework for product knowledge and product related knowledge is based on the following theories: axiomatic design, technical systems, theory of domains, theory of structuring, theory of properties and the framework for the content of product and product related models. The framework is built...... and product related knowledge which should be or should not be included in the model. This demarcation will have a large influence on the structure of the IT systems (for example the configurator system, the CAD system or the PDM system). • The use of the framework can help achieve more structured models......The article presents a framework for product knowledge and product related knowledge which can be used to support the product modelling process which is needed for developing IT systems. These IT systems are important tools for many companies when they aim at achieving mass customization...

  11. Mathematical models for estimating radio channels utilization when ...

    African Journals Online (AJOL)

    Definition of the radio channel utilization indicator is given. Mathematical models for radio channels utilization assessment by real-time flows transfer in the wireless self-organized network are presented. Estimated experiments results according to the average radio channel utilization productivity with and without buffering of ...

  12. SEE Action Guide for States: Evaluation, Measurement, and Verification Frameworks$-$Guidance for Energy Efficiency Portfolios Funded by Utility Customers

    Energy Technology Data Exchange (ETDEWEB)

    Li, Michael [Dept. of Energy (DOE), Washington DC (United States); Dietsch, Niko [US Environmental Protection Agency (EPA), Cincinnati, OH (United States)

    2018-01-01

    This guide describes frameworks for evaluation, measurement, and verification (EM&V) of utility customer–funded energy efficiency programs. The authors reviewed multiple frameworks across the United States and gathered input from experts to prepare this guide. This guide provides the reader with both the contents of an EM&V framework, along with the processes used to develop and update these frameworks.

  13. Research on the time optimization model algorithm of Customer Collaborative Product Innovation

    Directory of Open Access Journals (Sweden)

    Guodong Yu

    2014-01-01

    Full Text Available Purpose: To improve the efficiency of information sharing among the innovation agents of customer collaborative product innovation and shorten the product design cycle, an improved genetic annealing algorithm of the time optimization was presented. Design/methodology/approach: Based on the analysis of the objective relationship between the design tasks, the paper takes job shop problems for machining model and proposes the improved genetic algorithm to solve the problems, which is based on the niche technology and thus a better product collaborative innovation design time schedule is got to improve the efficiency. Finally, through the collaborative innovation design of a certain type of mobile phone, the proposed model and method were verified to be correct and effective. Findings and Originality/value: An algorithm with obvious advantages in terms of searching capability and optimization efficiency of customer collaborative product innovation was proposed. According to the defects of the traditional genetic annealing algorithm, the niche genetic annealing algorithm was presented. Firstly, it avoided the effective gene deletions at the early search stage and guaranteed the diversity of solution; Secondly, adaptive double point crossover and swap mutation strategy were introduced to overcome the defects of long solving process and easily converging local minimum value due to the fixed crossover and mutation probability; Thirdly, elite reserved strategy was imported that optimal solution missing was avoided effectively and evolution speed was accelerated. Originality/value: Firstly, the improved genetic simulated annealing algorithm overcomes some defects such as effective gene easily lost in early search. It is helpful to shorten the calculation process and improve the accuracy of the convergence value. Moreover, it speeds up the evolution and ensures the reliability of the optimal solution. Meanwhile, it has obvious advantages in efficiency of

  14. Customer satisfaction and business excellence

    DEFF Research Database (Denmark)

    Kristensen, Kai; Martensen, Anne; Grønholdt, Lars

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

  15. Linking Resource-Based Strategies to Customer-Focused Performance for Professional Services: A Structural Equation Modelling Approach

    Directory of Open Access Journals (Sweden)

    Ming-Lu Wu

    2013-12-01

    Full Text Available This paper links professional service firms’ resource-based strategies to their customer-focused performance for formulating service quality improvement priorities. The research applies the structural equation modelling approach to survey data from Hong Kong construction consultants to test some hypotheses. The study validates the various measures of firms’ resource-based strategies and customer-focused performance and bridges the gaps in firms’ organizational learning, core competences and customer-focused performance mediated by their strategic flexibility. The research results have practical implications for professional service firms to deploy resources appropriately to first enhance different competences and then improve customerfocused performance using their different competences.

  16. High-resolution Modeling Assisted Design of Customized and Individualized Transcranial Direct Current Stimulation Protocols

    Science.gov (United States)

    Bikson, Marom; Rahman, Asif; Datta, Abhishek; Fregni, Felipe; Merabet, Lotfi

    2012-01-01

    Objectives Transcranial direct current stimulation (tDCS) is a neuromodulatory technique that delivers low-intensity currents facilitating or inhibiting spontaneous neuronal activity. tDCS is attractive since dose is readily adjustable by simply changing electrode number, position, size, shape, and current. In the recent past, computational models have been developed with increased precision with the goal to help customize tDCS dose. The aim of this review is to discuss the incorporation of high-resolution patient-specific computer modeling to guide and optimize tDCS. Methods In this review, we discuss the following topics: (i) The clinical motivation and rationale for models of transcranial stimulation is considered pivotal in order to leverage the flexibility of neuromodulation; (ii) The protocols and the workflow for developing high-resolution models; (iii) The technical challenges and limitations of interpreting modeling predictions, and (iv) Real cases merging modeling and clinical data illustrating the impact of computational models on the rational design of rehabilitative electrotherapy. Conclusions Though modeling for non-invasive brain stimulation is still in its development phase, it is predicted that with increased validation, dissemination, simplification and democratization of modeling tools, computational forward models of neuromodulation will become useful tools to guide the optimization of clinical electrotherapy. PMID:22780230

  17. A Time Scheduling Model of Logistics Service Supply Chain with Mass Customized Logistics Service

    Directory of Open Access Journals (Sweden)

    Weihua Liu

    2012-01-01

    Full Text Available With the increasing demand for customized logistics services in the manufacturing industry, the key factor in realizing the competitiveness of a logistics service supply chain (LSSC is whether it can meet specific requirements with the cost of mass service. In this case, in-depth research on the time-scheduling of LSSC is required. Setting the total cost, completion time, and the satisfaction of functional logistics service providers (FLSPs as optimal targets, this paper establishes a time scheduling model of LSSC, which is constrained by the service order time requirement. Numerical analysis is conducted by using Matlab 7.0 software. The effects of the relationship cost coefficient and the time delay coefficient on the comprehensive performance of LSSC are discussed. The results demonstrate that with the time scheduling model in mass-customized logistics services (MCLSs environment, the logistics service integrator (LSI can complete the order earlier or later than scheduled. With the increase of the relationship cost coefficient and the time delay coefficient, the comprehensive performance of LSSC also increases and tends towards stability. In addition, the time delay coefficient has a better effect in increasing the LSSC’s comprehensive performance than the relationship cost coefficient does.

  18. Analisis & Perumusan Fitur Aplikasi Sms-marketing Berdasarkan Customer Relationship Management Model

    OpenAIRE

    Wijaya, Sidiq Wahyu Surya; Laksito, Arif Dwi

    2015-01-01

    The growth of Micro, Small and Medium Enterprises (UMKM) in Indonesia is very rapid. However, in terms of Customer Relationship Management, it is still few of UMKM which actually implement it. In fact, it can ensure that all customers have/use a mobile phone, either a normal mobile phone or smartphone, which should be used for the purposes of customer relationship management (Customer Relationship Management). One of these is the use of SMS (Short Message Services) technplogy. Therefore, in ...

  19. Dormancy Prediction Model in a Prepaid Predominant Mobile Market : A Customer Value Management Approach

    OpenAIRE

    Adeolu O. Dairo; Temitope Akinwumi

    2014-01-01

    Previous studies have predicted customer churn in the mobile indutry especially the postpaid customer segment of the market. However, only few studies have been published on the prepaid segment that could be used and operationalised within the marketing team that are responsible for the management of incident of prepaid churn. This is the first identifiable literature where customer dormancy is predicted along the customer value segmentation. In th...

  20. Application of stochastic models to determine customers lifetime value for a Brazilian supermarkets network

    Directory of Open Access Journals (Sweden)

    Annibal Parracho Sant'Anna

    2008-12-01

    Full Text Available This paper studies strategies to access customer lifetime value (CLV. Traditionally, heuristics based on recency, frequency and monetary value variables (RFM are used to determine the best customers. Here, some forms of directly exploring these parameters to predict CLV are compared to an approach based on fitting a stochastic model. The model employed is a composition of a model for the number of transactions along the residual lifetime and a model for the value spent. New evidence is raised on the effect of aggregating transactions monthly. The data analyzed refer to two years of purchases of a group of customers of the same entrance cohort of a fidelity program cadastre of a supermarkets network in Rio de Janeiro. Using the first year to calibrate and the second year to validate the models, good fit of both models to the series of individual data and coherent CLV predictions are obtained.Este artigo estuda estratégias para avaliar o valor do tempo de vida do cliente (CLV. Tradicionalmente, heurísticas baseadas em variáveis medindo recência, freqüência e valor monetário (RFM são utilizadas para determinar os melhores clientes. Aqui, algumas formas de explorar diretamente estes parâmetros para predizer o CLV são comparadas com uma abordagem baseada no ajustamento de um modelo estocástico. O modelo utilizado é uma composição de um modelo para o número de transações ao longo da vida útil residual e um modelo para o valor gasto. Nova evidência é levantada sobre o efeito de agregação das transações mensalmente. Os dados analisados referem-se a dois anos da compras de um grupo de clientes da mesma coorte de ingresso no cadastro de um programa de fidelidade de uma rede de supermercados do Rio de Janeiro. Usando o primeiro ano para calibrar e o segundo ano para validar os modelos, bom ajuste dos dois modelos para as séries de dados individuais e previsões coerentes para o CLV são obtidas.

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

    International Nuclear Information System (INIS)

    Heinemann, Ronald

    2014-01-01

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

  2. Model for selecting quality standards for a salad bar through identifying elements of customer satisfaction.

    Science.gov (United States)

    Ouellet, D; Norback, J P

    1993-11-01

    Continuous quality improvement is the new requirement of the Joint Commission on Accreditation of Healthcare Organizations. This means that meeting quality standards will not be enough. Dietitians will need to improve those standards and the way they are selected. Because quality is defined in terms of the customers, all quality improvement projects must start by defining what customers want. Using a salad bar as an example, this article presents and illustrates a technique developed in Japan to identify which elements in a product or service will satisfy or dissatisfy consumers. Using a model and a questionnaire format developed by Kano and coworkers, 273 students were surveyed to classify six quality elements of a salad bar. Four elements showed a dominant "must-be" characteristic: food freshness, labeling of the dressings, no spills in the food, and no spills on the salad bar. The two other elements (food easy to reach and food variety) showed a dominant one-dimensional characteristic. By better understanding consumer perceptions of quality elements, foodservice managers can select quality standards that focus on what really matters to their consumers.

  3. Expert intuitions: how to model the decision strategies of airport customs officers?

    Science.gov (United States)

    Pachur, Thorsten; Marinello, Gianmarco

    2013-09-01

    How does expertise impact the selection of decision strategies? We asked airport customs officers and a novice control group to decide which passengers (described on several cue dimensions) they would submit to a search. Additionally, participants estimated the validities of the different cues. Then we modeled the decisions using compensatory strategies, which integrate many cues, and a noncompensatory heuristic, which relies on one-reason decision making. The majority of the customs officers were best described by the noncompensatory heuristic, whereas the majority of the novices were best described by a compensatory strategy. We also found that the experts' subjective cue validity estimates showed a higher dispersion across the cues and that differences in cue dispersion partially mediated differences in strategy use between experts and novices. Our results suggest that experts often rely on one-reason decision making and that expert-novice differences in strategy selection may reflect a response to the internal representation of the environment. Copyright © 2013 Elsevier B.V. All rights reserved.

  4. Estimating the cost of saving electricity through U.S. utility customer-funded energy efficiency programs

    International Nuclear Information System (INIS)

    Hoffman, Ian M.; Goldman, Charles A.; Rybka, Gregory; Leventis, Greg; Schwartz, Lisa; Sanstad, Alan H.; Schiller, Steven

    2017-01-01

    The program administrator and total cost of saved energy allow comparison of the cost of efficiency across utilities, states, and program types, and can identify potential performance improvements. Comparing program administrator cost with the total cost of saved energy can indicate the degree to which programs leverage investment by participants. Based on reported total costs and savings information for U.S. utility efficiency programs from 2009 to 2013, we estimate the savings-weighted average total cost of saved electricity across 20 states at $0.046 per kilowatt-hour (kW h), comparing favorably with energy supply costs and retail rates. Programs targeted on the residential market averaged $0.030 per kW h compared to $0.053 per kW h for non-residential programs. Lighting programs, with an average total cost of $0.018 per kW h, drove lower savings costs in the residential market. We provide estimates for the most common program types and find that program administrators and participants on average are splitting the costs of efficiency in half. More consistent, standardized and complete reporting on efficiency programs is needed. Differing definitions and quantification of costs, savings and savings lifetimes pose challenges for comparing program results. Reducing these uncertainties could increase confidence in efficiency as a resource among planners and policymakers. - Highlights: • The cost of saved energy allows comparisons among energy resource investments. • Findings from the most expansive collection yet of total energy efficiency program costs. • The weighted average total cost of saved electricity was $0.046 for 20 states in 2009–2013. • Averages in the residential and non-residential sectors were $0.030 and $0.053 per kW h, respectively. • Results strongly indicate need for more consistent, reliable and complete reporting on efficiency programs.

  5. Utilization of power customers in the end user market. Analysis of the competitive relationship between the Norwegian power contracts; Utnytting av kraftkundar i sluttbrukarmarknaden. Analyser av konkurransetilhoevet mellom norske kraftavtaler

    Energy Technology Data Exchange (ETDEWEB)

    Sunde, Bjarne Bjoerkavaag

    2011-07-01

    This study deals with the competitive relationship between the Norwegian power agreements in end user markets. As expected we find clear evidence of an exploitation of locked-in customers through expensive standard variable rate agreements. One also find evidence that the extent of this utilization have increased after power providers began to use price discrimination of customers more actively. Vendors say the exploitation of locked-in customers have held out for and utilization is often seen as the biggest problem for the market. In time to come, it is not however given that exploitation of locked-customers, through expensive standard variable rate agreements, will continue to be the biggest problem with the market. Today, 60% of households are connected to the spot price contract, and such a percentage would indicate less use of customers. Electricity suppliers uses hand spot agreements without notification to exploit uncertainty customers have about competitive premiums. Agreements without notification will not be registered in this summary power to the Competition Authority and the agreements are therefore difficult to compare for customers. Today, over half of the spot price agreements without notification, and power providers achieve much greater profit on these agreements than the spot price agreements with notification.(eb)

  6. Identification of effective factors on customer loyalty with mobile industry

    Directory of Open Access Journals (Sweden)

    Soheila Sardar Donighi

    2013-08-01

    Full Text Available Customers or clients are counted to be reasons for existence and continuation of life of every organization and, therefore, it is essential to review various aspects of customer satisfaction. Many customers may seem to be satisfied but they may switch to competitor companies for various reasons. Loyal customers constitute a major factor for organizational successes and there are many attempts to create loyal customers. The customer loyalty was defined as commitment of customers to deal with a particular organization or buy given goods repeatedly. During the present research, the researcher engages in the evaluation of factors effective on satisfaction and loyalty of customers and in the study of their interactions, using the famous American Model of Customer Satisfaction. Major variables of such pattern are as follows: customer expectations, perceived quality, perceived value, customer satisfaction, Repurchase Likelihood, Price Tolerance changes and customer complaint. In this study, 384 cell-phone users were randomly selected from different departments of North Tehran Branch of Islamic Azad University. Valuable data were gathered by closed response questionnaire. Afterward we derived eleven correlations between different parameters by using structural equation modeling. Finally, all of suppositions were confirmed by confidence level up to 95%. In addition, the SPSS and XLSTAT PLS software packages are utilized in the process and analysis of data and investigation of study's hypotheses and necessary analyses have been done.

  7. Business model innovation for Local Energy Management: a perspective from Swiss utilities

    Directory of Open Access Journals (Sweden)

    Emanuele Facchinetti

    2016-08-01

    Full Text Available The successful deployment of the energy transition relies on a deep reorganization of the energy market. Business model innovation is recognized as a key driver of this process. This work contributes to this topic by providing to potential Local Energy Management stakeholders and policy makers a conceptual framework guiding the Local Energy Management business model innovation. The main determinants characterizing Local Energy Management concepts and impacting its business model innovation are identified through literature reviews on distributed generation typologies and customer/investor preferences related to new business opportunities emerging with the energy transition. Afterwards, the relation between the identified determinants and the Local Energy Management business model solution space is analyzed based on semi-structured interviews with managers of Swiss utilities companies. The collected managers’ preferences serve as explorative indicators supporting the business model innovation process and provide insights to policy makers on challenges and opportunities related to Local Energy Management.

  8. Business Model Innovation for Local Energy Management: A Perspective from Swiss Utilities

    International Nuclear Information System (INIS)

    Facchinetti, Emanuele; Eid, Cherrelle; Bollinger, Andrew; Sulzer, Sabine

    2016-01-01

    The successful deployment of the energy transition relies on a deep reorganization of the energy market. Business model innovation is recognized as a key driver of this process. This work contributes to this topic by providing to potential local energy management (LEM) stakeholders and policy makers a conceptual framework guiding the LEM business model innovation. The main determinants characterizing LEM concepts and impacting its business model innovation are identified through literature reviews on distributed generation typologies and customer/investor preferences related to new business opportunities emerging with the energy transition. Afterwards, the relation between the identified determinants and the LEM business model solution space is analyzed based on semi-structured interviews with managers of Swiss utilities companies. The collected managers’ preferences serve as explorative indicators supporting the business model innovation process and provide insights into policy makers on challenges and opportunities related to LEM.

  9. Animal models of asthma: utility and limitations

    Directory of Open Access Journals (Sweden)

    Aun MV

    2017-11-01

    Full Text Available Marcelo Vivolo Aun,1,2 Rafael Bonamichi-Santos,1,2 Fernanda Magalhães Arantes-Costa,2 Jorge Kalil,1 Pedro Giavina-Bianchi1 1Clinical Immunology and Allergy Division, Department of Internal Medicine, University of São Paulo School of Medicine, São Paulo, Brazil, 2Laboratory of Experimental Therapeutics (LIM20, Department of Internal Medicine, University of Sao Paulo, Sao Paulo, Brazil Abstract: Clinical studies in asthma are not able to clear up all aspects of disease pathophysiology. Animal models have been developed to better understand these mechanisms and to evaluate both safety and efficacy of therapies before starting clinical trials. Several species of animals have been used in experimental models of asthma, such as Drosophila, rats, guinea pigs, cats, dogs, pigs, primates and equines. However, the most common species studied in the last two decades is mice, particularly BALB/c. Animal models of asthma try to mimic the pathophysiology of human disease. They classically include two phases: sensitization and challenge. Sensitization is traditionally performed by intraperitoneal and subcutaneous routes, but intranasal instillation of allergens has been increasingly used because human asthma is induced by inhalation of allergens. Challenges with allergens are performed through aerosol, intranasal or intratracheal instillation. However, few studies have compared different routes of sensitization and challenge. The causative allergen is another important issue in developing a good animal model. Despite being more traditional and leading to intense inflammation, ovalbumin has been replaced by aeroallergens, such as house dust mites, to use the allergens that cause human disease. Finally, researchers should define outcomes to be evaluated, such as serum-specific antibodies, airway hyperresponsiveness, inflammation and remodeling. The present review analyzes the animal models of asthma, assessing differences between species, allergens and routes

  10. A Novel Contextual Information Recommendation Model and Its Application in e-Commerce Customer Satisfaction Management

    Directory of Open Access Journals (Sweden)

    Feipeng Guo

    2015-01-01

    Full Text Available In the current supply chain environment, distributed cognition theory tells us that various types of context information in which a recommendation is provided are important for e-commerce customer satisfaction management. However, traditional recommendation model does not consider the distributed and differentiated impact of different contexts on user needs, and it also lacks adaptive capacity of contextual recommendation service. Thus, a contextual information recommendation model based on distributed cognition theory is proposed. Firstly, the model analyzes the differential impact of various sensitive contexts and specific examples on user interest and designs a user interest extraction algorithm based on distributed cognition theory. Then, the sensitive contexts extracted from user are introduced into the process of collaborative filtering recommendation. The model calculates similarity among user interests. Finally, a novel collaborative filtering algorithm integrating with context and user similarity is designed. The experimental results in e-commerce and benchmark dataset show that this model has a good ability to extract user interest and has higher recommendation accuracy compared with other methods.

  11. A social model based on customers' profiles for analyzing the churning process in the mobile market of data plans

    Science.gov (United States)

    Postigo-Boix, Marcos; Melús-Moreno, José L.

    2018-04-01

    Mobile Network Operators (MNOs) present wireless services of the same kind in identical zones, clients select the service taking into account any element they consider relevant. Churning hits on the design of the network and the method to assign prices by MNOs, and of course their earnings. Therefore, MNOs try to reduce churn detecting potential churners before they leave the service. Our approach to churn prediction considers each customer individually. Previous research shows that members of the social circle of a subscriber may influence churn. Thus, many scenarios that describe social relations, and in which churning processes could be expected, set an emerging challenge with practical implications. This paper uses the Agent-Based Modeling (ABM) technique to model customers. The model's parameters include demographic and psychographic features as well as usage profiles according to their social behavior considering their customers' profiles. Our model modifies and extends an existing real social network generator algorithm that considers customer's profiles and homophily considerations to create connections. We show that using our approach, groups of customers with greater tendency to churn due to the influence of their social networks can be identified better.

  12. Financial Time Series Modelling with Hybrid Model Based on Customized RBF Neural Network Combined With Genetic Algorithm

    Directory of Open Access Journals (Sweden)

    Lukas Falat

    2014-01-01

    Full Text Available In this paper, authors apply feed-forward artificial neural network (ANN of RBF type into the process of modelling and forecasting the future value of USD/CAD time series. Authors test the customized version of the RBF and add the evolutionary approach into it. They also combine the standard algorithm for adapting weights in neural network with an unsupervised clustering algorithm called K-means. Finally, authors suggest the new hybrid model as a combination of a standard ANN and a moving average for error modeling that is used to enhance the outputs of the network using the error part of the original RBF. Using high-frequency data, they examine the ability to forecast exchange rate values for the horizon of one day. To determine the forecasting efficiency, authors perform the comparative out-of-sample analysis of the suggested hybrid model with statistical models and the standard neural network.

  13. Customer's Profitability Analyses and Customer Service Policies

    Directory of Open Access Journals (Sweden)

    Venelin Terziev

    2017-09-01

    Full Text Available Most organizations do not pay attention to the customer's profitability. It is also appropriate to improve this activity by first applying a model of customer profitability analysis. One of the basic principles of customer return analysis, which the provider must implement, is to disclose and describe all the expenses, specific to each individual customer. A useful way to uncover these costs is to determine which expenses will be dropped if the customer is discontinued. Appropriate use of ABC is a differentiation analysis to identify which goods and services, which customers are more and which are less profitable for the organization, and depending on how to define the policy for serving different categories of customers and the sale of goods and services with different participation in sales and profits. The present study explores the opportunities of measuring customer profitability, analyzes the connection- service’ expenses, a cost-effective client and presents the application of the ABC method - analysis to distinguish the customer service policy.

  14. Customization of regional climate model (RegCM4) over Indian region

    Science.gov (United States)

    Nayak, S.; Mandal, M.; Maity, S.

    2017-01-01

    The regional climate model (RegCM4) is customized for 10-year climate simulation over Indian region through sensitivity studies on cumulus convection and land surface parameterization schemes. The model is configured over 30° E-120° E and 15° S-45° N at 30-km horizontal resolution with 23 vertical levels. Six 10-year (1991-2000) simulations are conducted with the combinations of two land surface schemes (BATS, CLM3.5) and three cumulus convection schemes (Kuo, Grell, MIT). The simulated annual and seasonal climatology of surface temperature and precipitation are compared with CRU observations. The interannual variability of these two parameters is also analyzed. The results indicate that the model simulated climatology is sensitive to the convection as well as land surface parameterization. The analysis of surface temperature (precipitation) climatology indicates that the model with CLM produces warmer (dryer) climatology, particularly over India. The warmer (dryer) climatology is due to the higher sensible heat flux (lower evapotranspiration) in CLM. The model with MIT convection scheme simulated wetter and warmer climatology (higher precipitation and temperature) with smaller Bowen ratio over southern India compared to that with the Grell and Kuo schemes. This indicates that a land surface scheme produces warmer but drier climatology with sensible heating contributing to warming where as a convection scheme warmer but wetter climatology with latent heat contributing to warming. The climatology of surface temperature over India is better simulated by the model with BATS land surface model in combination with MIT convection scheme while the precipitation climatology is better simulated with BATS land surface model in combination with Grell convection scheme. Overall, the modeling system with the combination of Grell convection and BATS land surface scheme provides better climate simulation over the Indian region.

  15. An investigation on loyalty formation model in e-banking customers: A case study of banking industry

    Directory of Open Access Journals (Sweden)

    Mahmood Reza Esmaeili

    2013-03-01

    Full Text Available E-banking plays an important role on increasing customer satisfaction and helps industry grow faster. Most banks try to retain their customers by introducing more electronic services to facilitate banking transactions. Creating loyalty through providing better banking services is a new area of research. In fact, e-loyalty can be directly impacted by e-satisfaction, e-trust, and indirectly influenced by e-services, perceived value, reputation, and habit. Therefore, the present paper deals with designing and explanation of loyalty formation model in e-banking. The preliminary results indicate that “satisfaction” is the most influential component affecting customer loyalty formation with an 87% diagnose coefficient. In addition, trust formation in customers may impact loyalty in an electronic environment with a 70% diagnose coefficient. Moreover, the most important factors impacting customer satisfaction include “reputation” “perceived value,” “service quality,” and “habit” with relative effects coefficients of 44%, 32%, 29%, and 26%, respectively. Finally, “reputation,” “service quality,” “habit” and “perceived value” have been the most important factors influencing customer trust with influence coefficients of 37%, 32%, 31%, and 24%, respectively.

  16. Developing custom fire behavior fuel models from ecologically complex fuel structures for upper Atlantic Coastal Plain forests

    Science.gov (United States)

    Bernard R. Parresol; Joe H. Scott; Anne Andreu; Susan Prichard; Laurie Kurth

    2012-01-01

    Currently geospatial fire behavior analyses are performed with an array of fire behavior modeling systems such as FARSITE, FlamMap, and the Large Fire Simulation System. These systems currently require standard or customized surface fire behavior fuel models as inputs that are often assigned through remote sensing information. The ability to handle hundreds or...

  17. A Model for the Stop Planning and Timetables of Customized Buses.

    Directory of Open Access Journals (Sweden)

    Jihui Ma

    Full Text Available Customized buses (CBs are a new mode of public transportation and an important part of diversified public transportation, providing advanced, attractive and user-led service. The operational activity of a CB is planned by aggregating space-time demand and similar passenger travel demands. Based on an analysis of domestic and international research and the current development of CBs in China and considering passenger travel data, this paper studies the problems associated with the operation of CBs, such as stop selection, line planning and timetables, and establishes a model for the stop planning and timetables of CBs. The improved immune genetic algorithm (IIGA is used to solve the model with regard to the following: 1 multiple population design and transport operator design, 2 memory library design, 3 mutation probability design and crossover probability design, and 4 the fitness calculation of the gene segment. Finally, a real-world example in Beijing is calculated, and the model and solution results are verified and analyzed. The results illustrate that the IIGA solves the model and is superior to the basic genetic algorithm in terms of the number of passengers, travel time, average passenger travel time, average passenger arrival time ahead of schedule and total line revenue. This study covers the key issues involving operational systems of CBs, combines theoretical research and empirical analysis, and provides a theoretical foundation for the planning and operation of CBs.

  18. Using adaptive model predictive control to customize maintenance therapy chemotherapeutic dosing for childhood acute lymphoblastic leukemia.

    Science.gov (United States)

    Noble, Sarah L; Sherer, Eric; Hannemann, Robert E; Ramkrishna, Doraiswami; Vik, Terry; Rundell, Ann E

    2010-06-07

    Acute lymphoblastic leukemia (ALL) is a common childhood cancer in which nearly one-quarter of patients experience a disease relapse. However, it has been shown that individualizing therapy for childhood ALL patients by adjusting doses based on the blood concentration of active drug metabolite could significantly improve treatment outcome. An adaptive model predictive control (MPC) strategy is presented in which maintenance therapy for childhood ALL is personalized using routine patient measurements of red blood cell mean corpuscular volume as a surrogate for the active drug metabolite concentration. A clinically relevant mathematical model is developed and used to describe the patient response to the chemotherapeutic drug 6-mercaptopurine, with some model parameters being patient-specific. During the course of treatment, the patient-specific parameters are adaptively identified using recurrent complete blood count measurements, which sufficiently constrain the patient parameter uncertainty to support customized adjustments of the drug dose. While this work represents only a first step toward a quantitative tool for clinical use, the simulated treatment results indicate that the proposed mathematical model and adaptive MPC approach could serve as valuable resources to the oncologist toward creating a personalized treatment strategy that is both safe and effective. Copyright (c) 2010 Elsevier Ltd. All rights reserved.

  19. A field study using an adaptive in-house pricing model for commercial and industrial customers in Korea

    International Nuclear Information System (INIS)

    Kim, Min-Jeong

    2017-01-01

    Demand response programs provide customers with economic incentives for load reductions at times of high market prices and system reliability constraints. One type of demand response programs, price-based program, induces customers to respond to changes in product rates. However, some large-scale customers find it difficult to change their electricity consumption patterns, even with rate changes, because their electricity demands are commercial and industrial. This study proposes an adaptive in-house pricing model for large-scale customers, particularly those with multiple business facilities, for self-regulating price-based program. The adaptive in-house pricing model charges higher rates to customers with lower load factors by employing a peak-to-off-peak usage ratio in order to reduce usage at times of high prices at each facility. This study analyzes the daily electricity consumption patterns of large-scale customers through a field trial of the proposed pricing model at a telecom company with 447 offices and worksites for one month. The results show that the pricing model corresponds to average reductions of 3.54–28.69% during peak-demand times for four different types of workplaces. However, reductions in electricity consumption during off-peak periods did not show a significant difference. The results of this study prove that this proposed pricing model can be successfully applied to large-scale operations. - Highlights: • The pricing model induces reductions in energy consumption during peak-demand times. • The greatest decrease occurs in commercial buildings with higher POR. • Data centers with flat loads for necessities can do little to reduce usage.

  20. A virtual reality interface for pre-planning of surgical operations based on a customized model of the patient

    Science.gov (United States)

    Witkowski, Marcin; Lenar, Janusz; Sitnik, Robert; Verdonschot, Nico

    2012-03-01

    We present a human-computer interface that enables the operator to plan a surgical procedure on the musculoskeletal (MS) model of the patient's lower limbs, send the modified model to the bio-mechanical analysis module, and export the scenario parameters to the surgical navigation system. The interface provides the operator with tools for: importing customized MS model of the patient, cutting bones and manipulating/removal of bony fragments, repositioning muscle insertion points, muscle removal and placing implants. After planning the operator exports the modified MS model for bio-mechanical analysis of the functional outcome. If the simulation result is satisfactory the exported scenario data may be directly used during the actual surgery. The advantages of the developed interface are the possibility of installing it in various hardware configurations and coherent operation regardless of the devices used. The hardware configurations proposed to be used with the interface are: (a) a standard computer keyboard and mouse, and a 2-D display, (b) a touch screen as a single device for both input and output, or (c) a 3-D display and a haptic device for natural manipulation of 3-D objects. The interface may be utilized in two main fields. Experienced surgeons may use it to simulate their intervention plans and prepare input data for a surgical navigation system while student or novice surgeons can use it for simulating results of their hypothetical procedure. The interface has been developed in the TLEMsafe project (www.tlemsafe.eu) funded by the European Commission FP7 program.

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

    NARCIS (Netherlands)

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

    2014-01-01

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

  2. On the Path to SunShot - Utility Regulatory Business Model Reforms forAddressing the Financial Impacts of Distributed Solar on Utilities

    Energy Technology Data Exchange (ETDEWEB)

    None, None

    2016-05-01

    Net-energy metering (NEM) with volumetric retail electricity pricing has enabled rapid proliferation of distributed photovoltaics (DPV) in the United States. However, this transformation is raising concerns about the potential for higher electricity rates and cost-shifting to non-solar customers, reduced utility shareholder profitability, reduced utility earnings opportunities, and inefficient resource allocation. Although DPV deployment in most utility territories remains too low to produce significant impacts, these concerns have motivated real and proposed reforms to utility regulatory and business models, with profound implications for future DPV deployment. This report explores the challenges and opportunities associated with such reforms in the context of the U.S. Department of Energy’s SunShot Initiative. As such, the report focuses on a subset of a broader range of reforms underway in the electric utility sector. Drawing on original analysis and existing literature, we analyze the significance of DPV’s financial impacts on utilities and non-solar ratepayers under current NEM rules and rate designs, the projected effects of proposed NEM and rate reforms on DPV deployment, and alternative reforms that could address utility and ratepayer concerns while supporting continued DPV growth. We categorize reforms into one or more of four conceptual strategies. Understanding how specific reforms map onto these general strategies can help decision makers identify and prioritize options for addressing specific DPV concerns that balance stakeholder interests.

  3. Distributed energy resources customer adoption modeling with combined heat and power applications

    Energy Technology Data Exchange (ETDEWEB)

    Siddiqui, Afzal S.; Firestone, Ryan M.; Ghosh, Srijay; Stadler, Michael; Edwards, Jennifer L.; Marnay, Chris

    2003-07-01

    In this report, an economic model of customer adoption of distributed energy resources (DER) is developed. It covers progress on the DER project for the California Energy Commission (CEC) at Berkeley Lab during the period July 2001 through Dec 2002 in the Consortium for Electric Reliability Technology Solutions (CERTS) Distributed Energy Resources Integration (DERI) project. CERTS has developed a specific paradigm of distributed energy deployment, the CERTS Microgrid (as described in Lasseter et al. 2002). The primary goal of CERTS distributed generation research is to solve the technical problems required to make the CERTS Microgrid a viable technology, and Berkeley Lab's contribution is to direct the technical research proceeding at CERTS partner sites towards the most productive engineering problems. The work reported herein is somewhat more widely applicable, so it will be described within the context of a generic microgrid (mGrid). Current work focuses on the implementation of combined heat and power (CHP) capability. A mGrid as generically defined for this work is a semiautonomous grouping of generating sources and end-use electrical loads and heat sinks that share heat and power. Equipment is clustered and operated for the benefit of its owners. Although it can function independently of the traditional power system, or macrogrid, the mGrid is usually interconnected and exchanges energy and possibly ancillary services with the macrogrid. In contrast to the traditional centralized paradigm, the design, implementation, operation, and expansion of the mGrid is meant to optimize the overall energy system requirements of participating customers rather than the objectives and requirements of the macrogrid.

  4. Electric power bidding model for practical utility system

    Directory of Open Access Journals (Sweden)

    M. Prabavathi

    2018-03-01

    Full Text Available A competitive open market environment has been created due to the restructuring in the electricity market. In the new competitive market, mostly a centrally operated pool with a power exchange has been introduced to meet the offers from the competing suppliers with the bids of the customers. In such an open access environment, the formation of bidding strategy is one of the most challenging and important tasks for electricity participants to maximize their profit. To build bidding strategies for power suppliers and consumers in the restructured electricity market, a new mathematical framework is proposed in this paper. It is assumed that each participant submits several blocks of real power quantities along with their bidding prices. The effectiveness of the proposed method is tested on Indian Utility-62 bus system and IEEE-118 bus system. Keywords: Bidding strategy, Day ahead electricity market, Market clearing price, Market clearing volume, Block bid, Intermediate value theorem

  5. An Electronic Service Quality Reference Model for Designing E-Commerce Websites Which Maximizes Customer Satisfaction

    Science.gov (United States)

    Shaheen, Amer N.

    2011-01-01

    This research investigated Electronic Service Quality (E-SQ) features that contribute to customer satisfaction in an online environment. The aim was to develop an approach which improves E-CRM processes and enhances online customer satisfaction. The research design adopted mixed methods involving qualitative and quantitative methods to…

  6. Mathematical model of the loan portfolio dynamics in the form of Markov chain considering the process of new customers attraction

    Science.gov (United States)

    Bozhalkina, Yana

    2017-12-01

    Mathematical model of the loan portfolio structure change in the form of Markov chain is explored. This model considers in one scheme both the process of customers attraction, their selection based on the credit score, and loans repayment. The model describes the structure and volume of the loan portfolio dynamics, which allows to make medium-term forecasts of profitability and risk. Within the model corrective actions of bank management in order to increase lending volumes or to reduce the risk are formalized.

  7. Customer experience

    OpenAIRE

    Koperdáková, Zuzana

    2016-01-01

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

  8. A model-Driven Approach to Customize the Vocabulary of Communication Boards: Towards More Humanization of Health Care.

    Science.gov (United States)

    Franco, Natália M; Medeiros, Gabriel F; Silva, Edson A; Murta, Angela S; Machado, Aydano P; Fidalgo, Robson N

    2015-01-01

    This work presents a Modeling Language and its technological infrastructure to customize the vocabulary of Communication Boards (CB), which are important tools to provide more humanization of health care. Using a technological infrastructure based on Model-Driven Development (MDD) approach, our Modelin Language (ML) creates an abstraction layer between users (e.g., health professionals such as an audiologist or speech therapist) and application code. Moreover, the use of a metamodel enables a syntactic corrector for preventing creation of wrong models. Our ML and metamodel enable more autonomy for health professionals in creating customized CB because it abstracts complexities and permits them to deal only with the domain concepts (e.g., vocabulary and patient needs). Additionally, our infrastructure provides a configuration file that can be used to share and reuse models. This way, the vocabulary modelling effort will decrease our time since people share vocabulary models. Our study provides an infrastructure that aims to abstract the complexity of CB vocabulary customization, giving more autonomy to health professionals when they need customizing, sharing and reusing vocabularies for CB.

  9. On the Path to SunShot. Utility Regulatory and Business Model Reforms for Addressing the Financial Impacts of Distributed Solar on Utilities

    Energy Technology Data Exchange (ETDEWEB)

    Barbose, Galen [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Miller, John [National Renewable Energy Lab. (NREL), Golden, CO (United States); Sigrin, Ben [National Renewable Energy Lab. (NREL), Golden, CO (United States); Reiter, Emerson [National Renewable Energy Lab. (NREL), Golden, CO (United States); Cory, Karlynn [National Renewable Energy Lab. (NREL), Golden, CO (United States); McLaren, Joyce [National Renewable Energy Lab. (NREL), Golden, CO (United States); Seel, Joachim [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Mills, Andrew [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Darghouth, Naim [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Satchwell, Andrew [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States)

    2016-05-01

    Net-energy metering (NEM) has helped drive the rapid growth of distributed PV (DPV) but has raised concerns about electricity cost shifts, utility financial losses, and inefficient resource allocation. These concerns have motivated real and proposed reforms to utility regulatory and business models. This report explores the challenges and opportunities associated with such reforms in the context of the U.S. Department of Energy's SunShot Initiative. Most of the reforms to date address NEM concerns by reducing the benefits provided to DPV customers and thus constraining DPV deployment. Eliminating NEM nationwide, by compensating exports of PV electricity at wholesale rather than retail rates, could cut cumulative DPV deployment by 20% in 2050 compared with a continuation of current policies. This would slow the PV cost reductions that arise from larger scale and market certainty. It could also thwart achievement of the SunShot deployment goals even if the initiative's cost targets are achieved. This undesirable prospect is stimulating the development of alternative reform strategies that address concerns about distributed PV compensation without inordinately harming PV economics and growth. These alternatives fall into the categories of facilitating higher-value DPV deployment, broadening customer access to solar, and aligning utility profits and earnings with DPV. Specific strategies include utility ownership and financing of DPV, community solar, distribution network operators, services-driven utilities, performance-based incentives, enhanced utility system planning, pricing structures that incentivize high-value DPV configurations, and decoupling and other ratemaking reforms that reduce regulatory lag. These approaches represent near- and long-term solutions for preserving the legacy of the SunShot Initiative.

  10. Using multiple criteria decision making models for ranking customers of bank network based on loyalty properties in weighted RFM model

    OpenAIRE

    Fayegh Zaheri; Hiwa Farughi; Hersh Soltanpanah; Seiran Alaniazar; Foruzan Naseri

    2012-01-01

    One of the most basic requirements of financial institutes, governmental and private banks in the present age is to have a good understanding on customers' behaviors of bank network. It helps banks determine customer loyalty, which yields profit making for bank. On the other hand, it is important to know about credit risk of customers with the goal of decreasing loss and better allocation of bank resources to applicants of receiving loan. According to nature of customer loyalty discussion and...

  11. Analytics for Customer Engagement

    NARCIS (Netherlands)

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

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

  12. Product Customization

    DEFF Research Database (Denmark)

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

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

  13. Network bandwidth utilization forecast model on high bandwidth networks

    Energy Technology Data Exchange (ETDEWEB)

    Yoo, Wuchert (William) [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Sim, Alex [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States)

    2015-03-30

    With the increasing number of geographically distributed scientific collaborations and the scale of the data size growth, it has become more challenging for users to achieve the best possible network performance on a shared network. We have developed a forecast model to predict expected bandwidth utilization for high-bandwidth wide area network. The forecast model can improve the efficiency of resource utilization and scheduling data movements on high-bandwidth network to accommodate ever increasing data volume for large-scale scientific data applications. Univariate model is developed with STL and ARIMA on SNMP path utilization data. Compared with traditional approach such as Box-Jenkins methodology, our forecast model reduces computation time by 83.2%. It also shows resilience against abrupt network usage change. The accuracy of the forecast model is within the standard deviation of the monitored measurements.

  14. Network Bandwidth Utilization Forecast Model on High Bandwidth Network

    Energy Technology Data Exchange (ETDEWEB)

    Yoo, Wucherl; Sim, Alex

    2014-07-07

    With the increasing number of geographically distributed scientific collaborations and the scale of the data size growth, it has become more challenging for users to achieve the best possible network performance on a shared network. We have developed a forecast model to predict expected bandwidth utilization for high-bandwidth wide area network. The forecast model can improve the efficiency of resource utilization and scheduling data movements on high-bandwidth network to accommodate ever increasing data volume for large-scale scientific data applications. Univariate model is developed with STL and ARIMA on SNMP path utilization data. Compared with traditional approach such as Box-Jenkins methodology, our forecast model reduces computation time by 83.2percent. It also shows resilience against abrupt network usage change. The accuracy of the forecast model is within the standard deviation of the monitored measurements.

  15. 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.

  16. MODELING OF PROCESSES OF OVERCOMING CONTRADICTIONS OF THE STATE AND ECONOMIC OPERATORS FOR THE SECURITY AND FACILITATION OF CUSTOMS PROCEDURES

    Directory of Open Access Journals (Sweden)

    Berezhnyuk Ivan

    2018-03-01

    Full Text Available Introduction. The issue of simultaneous provision of economic security of the state and simplification of customs procedures is actualized nowadays. The author of the study stressed the importance to create a «safe» business environment from the point of view of the customs sphere, which is based on «security», «justice» and «stability». Purpose. Development of methodical recommendations for modeling the processes of overcoming contradictions of the state and subjects of foreign economic activity in the field of security and simplification of customs procedures. Results. The research indicates that the appointment of revenue and fee bodies is the creation of favorable conditions for the development of foreign economic activity, ensuring the safety of society, protecting the customs interests of Ukraine. When performing customs duties by the SFS, the tasks assigned to them, aimed at ensuring the correct application, strict observance and prevention of non-compliance with the requirements of the Ukrainian legislation on state customs issues, may present risks that are inherently contradictory, conflicting in terms of the vector of action with respect to each other, namely: the probability of non-compliance by the subjects of foreign trade with the norms of customs legislation, or the creation of significant bureaucratic barriers in the process of economic operators. There is a peculiar conflict of interests between the state and the subjects of foreign economic activity. The main direction of creating a favorable business environment in accordance with the recommendations of WCO is the process of further simplification of customs procedures for subjects with a high degree of trust, fighting corruption and facilitating the movement of goods, vehicles and people in general. Conclusions. Thus, the scheme of «relations» between the state and the subjects of foreign economic activity can be modeled by the means of game theory, which is

  17. Delivering customer solutions

    International Nuclear Information System (INIS)

    Bergsma, J.

    1997-01-01

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

  18. The Development of a Customization Framework for the WRF Model over the Lake Victoria Basin, Eastern Africa on Seasonal Timescales

    Directory of Open Access Journals (Sweden)

    R. Argent

    2015-01-01

    Full Text Available Lake Victoria, Africa, supports millions of people. To produce reliable climate projections, it is desirable to successfully model the rainfall over the lake accurately. An initial step is taken here with customization of the Weather, Research, and Forecast (WRF model. Of particular interest is an asymmetrical rainfall pattern across the lake basin, due to a diurnal land-lake breeze. The main aim is to present a customization framework for use over the lake. This framework is developed by conducting several series of model runs to investigate aspects of the customization. The runs are analyzed using Tropical Rainfall Measuring Mission rainfall data and Climatic Research Unit temperature data. The study shows that the choice of parameters and lake surface temperature initialization can significantly alter the results. Also, the optimal physics combinations for the climatology may not necessarily be suitable for all circumstances, such as extreme years. The study concludes that WRF is unable to reproduce the pattern across the lake. The temperature of the lake is too cold and this prevents the diurnal land-lake breeze reversal. Overall, this study highlights the importance of customizing a model to the region of research and presents a framework through which this may be achieved.

  19. Student Satisfaction with Canadian Music Programmes: The Application of the American Customer Satisfaction Model in Higher Education

    Science.gov (United States)

    Serenko, Alexander

    2011-01-01

    The purpose of this project is to empirically investigate several antecedents and consequences of student satisfaction (SS) with Canadian university music programmes as well as to measure students' level of programme satisfaction. For this, the American Customer Satisfaction Model was tested through a survey of 276 current Canadian music students.…

  20. Impact of Customer Management System in Improving Customer Retention: Optimization of Negative Customer Feedback

    OpenAIRE

    Alireza Faed; David Forbes

    2010-01-01

    Complaints today have the ability to retain customer loyalty using state of the art systems and strategies in customer relationship management to analyze and respond to a plethora of customer perception. The Majority of companies are not aware of the beneficiary utilization of customer complaints for the sake of quality improvements. Also, some companies have problems determining how resolution of complaints can be profitable. In this study, we will define the problems...

  1. Kinetic models of cell growth, substrate utilization and bio ...

    African Journals Online (AJOL)

    Bio-decolorization kinetic studies of distillery effluent in a batch culture were conducted using Aspergillus fumigatus. A simple model was proposed using the Logistic Equation for the growth, Leudeking-Piret kinetics for bio-decolorization, and also for substrate utilization. The proposed models appeared to provide a suitable ...

  2. A smarter way to search, share and utilize open-spatial online data for energy R&D - Custom machine learning and GIS tools in U.S. DOE's virtual data library & laboratory, EDX

    Science.gov (United States)

    Rose, K.; Bauer, J.; Baker, D.; Barkhurst, A.; Bean, A.; DiGiulio, J.; Jones, K.; Jones, T.; Justman, D.; Miller, R., III; Romeo, L.; Sabbatino, M.; Tong, A.

    2017-12-01

    As spatial datasets are increasingly accessible through open, online systems, the opportunity to use these resources to address a range of Earth system questions grows. Simultaneously, there is a need for better infrastructure and tools to find and utilize these resources. We will present examples of advanced online computing capabilities, hosted in the U.S. DOE's Energy Data eXchange (EDX), that address these needs for earth-energy research and development. In one study the computing team developed a custom, machine learning, big data computing tool designed to parse the web and return priority datasets to appropriate servers to develop an open-source global oil and gas infrastructure database. The results of this spatial smart search approach were validated against expert-driven, manual search results which required a team of seven spatial scientists three months to produce. The custom machine learning tool parsed online, open systems, including zip files, ftp sites and other web-hosted resources, in a matter of days. The resulting resources were integrated into a geodatabase now hosted for open access via EDX. Beyond identifying and accessing authoritative, open spatial data resources, there is also a need for more efficient tools to ingest, perform, and visualize multi-variate, spatial data analyses. Within the EDX framework, there is a growing suite of processing, analytical and visualization capabilities that allow multi-user teams to work more efficiently in private, virtual workspaces. An example of these capabilities are a set of 5 custom spatio-temporal models and data tools that form NETL's Offshore Risk Modeling suite that can be used to quantify oil spill risks and impacts. Coupling the data and advanced functions from EDX with these advanced spatio-temporal models has culminated with an integrated web-based decision-support tool. This platform has capabilities to identify and combine data across scales and disciplines, evaluate potential environmental

  3. Evaluation of a customized artificial osteoporotic bone model of the distal femur.

    Science.gov (United States)

    Wähnert, Dirk; Hoffmeier, Konrad L; Stolarczyk, Yves; Fröber, Rosemarie; Hofmann, Gunther O; Mückley, Thomas

    2011-11-01

    In the development of new implants biomechanical testing is essential. Since human bones vary markedly in density and geometry their suitability for biomechanical testing is limited. In contrast artificial bones are of great uniformity and therefore appropriate for biomechanical testing. However, the applied artificial bones have to be proved as comparable to human bone. An anatomical shaped artificial bone representing the distal human femur was created by foaming polyurethane. To get a bone model with properties of osteoporotic bone a foam density of 150 kg/m3 was used. The biomechanical properties of our artificial bones were evaluated against eight mildly osteoporotic fresh frozen human femora by mechanical testing. At the artificial bones all tested parameters showed a very small variation. In contrast significant correlation between bone mass density and tested parameters was found for the human bones. The artificial bones reached 39% of the compression strength and 41% of the screw pullout force of the human bone. In indentation testing the artificial bones reached 27% (cancellous) and 59% (cortical) respectively of the human bones strength. Regarding Shore hardness artificial bone and human bone showed comparable results for the cortical layer and at the cancellous layer the artificial bone reached 57% of human bones hardness. Our described method for customizing of artificial bones regarding their shape and bone stock quality provides suitable results. In relation to the as mildly osteoporotic classified human bones we assume that the biomechanical properties matching to serve osteoporotic bone.

  4. A methodology for the customized design of colonic stents based on a parametric model.

    Science.gov (United States)

    Puértolas, S; Navallas, D; Herrera, A; López, E; Millastre, J; Ibarz, E; Gabarre, S; Puértolas, J A; Gracia, L

    2017-07-01

    The choice of necessary stent properties depends mainly on the length of the stenosis and degree of occlusion. So a stent design with variable radial stiffness along its longitudinal axis would be a good option. The design proposed corresponds to a tube-based stent with closed diamond-shaped cells made from a NiTi alloy. By acting independently on different geometric factors, variable geometries can be obtained with different radial force reactions. A design adjustment according to specific requirements, in order to get a better fit to ill-duct and reduces complications, is possible. A parametric analysis using finite element has been conducted to determine the influence of slot length, number of circumferential slots, tube thickness and shape-factor on stent mechanical behavior, which allow eliminating the need for extensive experimental work and knowing and quantifying the influence of those factors. The results of finite element simulations have been used, by means of least-squares fit techniques, to obtain analytical expressions for the main mechanical characteristics of the stent (Chronic Expansive Radial Force and Radial Compression Resistance) in terms of the different geometrical factors. This allows the stent geometry to be customized without launching an iterative and costly process of modeling and simulation for each case. Copyright © 2017 Elsevier Ltd. All rights reserved.

  5. A Data-Driven Approach to Reverse Engineering Customer Engagement Models: Towards Functional Constructs

    OpenAIRE

    de Vries, Natalie Jane; Carlson, Jamie; Moscato, Pablo

    2014-01-01

    Online consumer behavior in general and online customer engagement with brands in particular, has become a major focus of research activity fuelled by the exponential increase of interactive functions of the internet and social media platforms and applications. Current research in this area is mostly hypothesis-driven and much debate about the concept of Customer Engagement and its related constructs remains existent in the literature. In this paper, we aim to propose a novel methodology for ...

  6. Analisis Fitur E-commerce Berdasarkan Conceptual Model of Customer Knowledge Management (Ckm)

    OpenAIRE

    Wijaya, Sidiq Wahyu Surya; Utami, Ema; Arief, M. Rudyanto

    2012-01-01

    Pesatnya persaingan e-commerce di dunia maya, membuat Perusahaan harus mulai memikirkan strategi agar bisa memenangkan persaingan. Salah satu strategi yang bisa diterapkan adalah dengan mengoptimalkan fitur yang tersedia pada e-commerce. Konsep Customer Knowledge Management (CKM) bisa dijadikan sebagai solusi alternatif untuk mengoptimalkan fitur e-commerce, karena CKM merupakan gabungan antara konsep Customer Relationship Management (CRM) dan Knowledge Management (KM). Makalah ini memaparkan...

  7. ANALISIS FITUR E-COMMERCE BERDASARKAN CONCEPTUAL MODEL OF CUSTOMER KNOWLEDGE MANAGEMENT (CKM)

    OpenAIRE

    Wijaya, Sidiq Wahyu Surya; Utami, Ema; Arief, M. Rudyanto

    2013-01-01

    Pesatnya persaingan e-commerce di dunia maya, membuat perusahaan harus mulai memikirkan strategi agar bisa memenangkan persaingan. Salah satu strategi yang bisa diterapkan adalah dengan mengoptimalkan fitur yang tersedia pada e-commerce. Konsep Customer Knowledge Management (CKM) bisa dijadikan sebagai solusi alternatif untuk mengoptimalkan fitur e-commerce, karena CKM merupakan gabungan antara konsep Customer Relationship Management (CRM) dan Knowledge Management (KM). Makalah ini memaparkan...

  8. Measurement Of Service Quality And Customer Satisfaction (Application Model On Service Company)

    OpenAIRE

    Machrus, Mohammad

    2015-01-01

    Success of a company in marketing service, isdetermined by service quality that must be satisfy thecustomers. Management should commit to maintainservice quality to keep customer satisfaction, becauseservice quality and customer service is dependanteach other. So it is necessary to measure themperiodically. Dimensions that have positivecorrelation with service quality and customersatisfaction are summarized in TERRA, i.e.:Tangible, Empathy, Reliability, Responsiveness, andAssurance. Beside th...

  9. A Comprehensive Model Of Customer Satisfaction In Hospitality And Tourism: Strategic Implications For Management

    OpenAIRE

    Robert Christie Mill

    2011-01-01

    Providing and maintaining customer satisfaction is one of the most important challenges facing business today. Although this is a relatively new concept, research into this area has grown since the early 1980s. One ongoing debate in consumer satisfaction circles is the extent to which it is a cognitive process or an emotional state. The two theories that best explain customer satisfaction are disconfirmation paradigm and expectancy-value concept. Disconfirmation theory postulates that cus...

  10. Utility of Social Modeling for Proliferation Assessment - Preliminary Assessment

    Energy Technology Data Exchange (ETDEWEB)

    Coles, Garill A.; Gastelum, Zoe N.; Brothers, Alan J.; Thompson, Sandra E.

    2009-06-01

    This Preliminary Assessment draft report will present the results of a literature search and preliminary assessment of the body of research, analysis methods, models and data deemed to be relevant to the Utility of Social Modeling for Proliferation Assessment research. This report will provide: 1) a description of the problem space and the kinds of information pertinent to the problem space, 2) a discussion of key relevant or representative literature, 3) a discussion of models and modeling approaches judged to be potentially useful to the research, and 4) the next steps of this research that will be pursued based on this preliminary assessment. This draft report represents a technical deliverable for the NA-22 Simulations, Algorithms, and Modeling (SAM) program. Specifically this draft report is the Task 1 deliverable for project PL09-UtilSocial-PD06, Utility of Social Modeling for Proliferation Assessment. This project investigates non-traditional use of social and cultural information to improve nuclear proliferation assessment, including nonproliferation assessment, proliferation resistance assessments, safeguards assessments and other related studies. These assessments often use and create technical information about the State’s posture towards proliferation, the vulnerability of a nuclear energy system to an undesired event, and the effectiveness of safeguards. This project will find and fuse social and technical information by explicitly considering the role of cultural, social and behavioral factors relevant to proliferation. The aim of this research is to describe and demonstrate if and how social science modeling has utility in proliferation assessment.

  11. Modeling Substrate Utilization, Metabolite Production, and Uranium Immobilization in Shewanella oneidensis Biofilms

    Directory of Open Access Journals (Sweden)

    Ryan S. Renslow

    2017-06-01

    Full Text Available In this study, we developed a two-dimensional mathematical model to predict substrate utilization and metabolite production rates in Shewanella oneidensis MR-1 biofilm in the presence and absence of uranium (U. In our model, lactate and fumarate are used as the electron donor and the electron acceptor, respectively. The model includes the production of extracellular polymeric substances (EPS. The EPS bound to the cell surface and distributed in the biofilm were considered bound EPS (bEPS and loosely associated EPS (laEPS, respectively. COMSOL® Multiphysics finite element analysis software was used to solve the model numerically (model file provided in the Supplementary Material. The input variables of the model were the lactate, fumarate, cell, and EPS concentrations, half saturation constant for fumarate, and diffusion coefficients of the substrates and metabolites. To estimate unknown parameters and calibrate the model, we used a custom designed biofilm reactor placed inside a nuclear magnetic resonance (NMR microimaging and spectroscopy system and measured substrate utilization and metabolite production rates. From these data we estimated the yield coefficients, maximum substrate utilization rate, half saturation constant for lactate, stoichiometric ratio of fumarate and acetate to lactate and stoichiometric ratio of succinate to fumarate. These parameters are critical to predicting the activity of biofilms and are not available in the literature. Lastly, the model was used to predict uranium immobilization in S. oneidensis MR-1 biofilms by considering reduction and adsorption processes in the cells and in the EPS. We found that the majority of immobilization was due to cells, and that EPS was less efficient at immobilizing U. Furthermore, most of the immobilization occurred within the top 10 μm of the biofilm. To the best of our knowledge, this research is one of the first biofilm immobilization mathematical models based on experimental

  12. A theoretical model to predict customer satisfaction in relation to service quality in selected university libraries in Sri Lanka

    Directory of Open Access Journals (Sweden)

    Chaminda Jayasundara

    2009-01-01

    Full Text Available University library administrators in Sri Lanka have begun to search for alternative ways to satisfy their clientele on the basis of service quality. This article aims at providing a theoretical model to facilitate the identification of service quality attributes and domains that may be used to predict customer satisfaction from a service quality perspective. The effectiveness of existing service quality models such as LibQUAL, SERVQUAL and SERVPREF have been questioned. In that regard, this study developed a theoretical model for academic libraries in Sri Lanka based on the disconfirmation and performance-only paradigms. These perspectives were considered by researchers to be the core mechanism to develop service quality/customer satisfaction models. The attributes and domain identification of service quality was carried out with a stratified sample of 263 participants selected from postgraduate and undergraduate students and academic staff members from the faculties of Arts in four universities in Sri Lanka. The study established that responsiveness, supportiveness, building environment, collection and access, furniture and facilities, technology, Web services and service delivery were quality domains which can be used to predict customer satisfaction. The theoretical model is unique in its domain structure compared to the existing models. The model needs to be statistically tested to make it valid and parsimonious.

  13. Custom implants for medialization laryngoplasty: a model that considers tissue compression.

    Science.gov (United States)

    Benninger, Michael S; Chota, Rebecca L; Bryson, Paul C; Drake, Richard L

    2015-05-01

    Unilateral vocal fold paralysis can be treated with surgical medialization with a carved silastic implant. One challenge to this approach is anticipating the dimensions of the implant for adequate medialization. The purpose of this study was to develop a predictive model for implant design based on a patient's unique laryngeal anatomy and considering compression of the vocal fold. Retrospective chart review, prospective cadaver study, and prospective patient study. A retrospective chart review was performed on patients who received silastic medialization laryngoplasty with favorable outcome and who had preoperative computed tomography. Data including Voice Handicap Index, maximum phonation time, and implant dimensions were collected from medical records, and laryngeal measurements were taken from preoperative imaging. Measurements were taken from computed tomography scans of three cadavers who underwent laryngoplasty for this study. Tissue compression (TC) was calculated and analyzed. A model to predict successful implant dimensions was developed and applied prospectively in 16 patients. Eleven patients from the chart review and three cadavers were included. Of all laryngeal metrics, width of the vocal fold at maximal medialization was most strongly correlated to TC (r = 0.728). Linear regression was performed (y = 0.50x - 1.2, R(2) = 0.53, P = 0.005, F = 12.39). Of the prospective patients, 15 of 16 demonstrated complete glottis closure with the premeasured silastic implant. Vocal fold compression by silastic implants is linearly correlated with vocal fold-width at maximal medialization. A predictive formula was generated to anticipate TC and was successful in designing custom implants for patients. Copyright © 2015 The Voice Foundation. Published by Elsevier Inc. All rights reserved.

  14. 3D printing and modelling of customized implants and surgical guides for non-human primates.

    Science.gov (United States)

    Chen, Xing; Possel, Jessy K; Wacongne, Catherine; van Ham, Anne F; Klink, P Christiaan; Roelfsema, Pieter R

    2017-07-15

    Primate neurobiologists use chronically implanted devices such as pedestals for head stabilization and chambers to gain access to the brain and study its activity. Such implants are skull-mounted, and made from a hard, durable material, such as titanium. Here, we present a low-cost method of creating customized 3D-printed cranial implants that are tailored to the anatomy of individual animals. We performed pre-surgical computed tomography (CT) and magnetic resonance (MR) scans to generate three-dimensional (3D) models of the skull and brain. We then used 3D modelling software to design implantable head posts, chambers, and a pedestal anchorage base, as well as craniotomy guides to aid us during surgery. Prototypes were made from plastic or resin, while implants were 3D-printed in titanium. The implants underwent post-processing and received a coating of osteocompatible material to promote bone integration. Their tailored fit greatly facilitated surgical implantation, and eliminated the gap between the implant and the bone. To date, our implants remain robust and well-integrated with the skull. Commercial-off-the-shelf solutions typically come with a uniform, flat base, preventing them from sitting flush against the curved surface of the skull. This leaves gaps for fluid and tissue ingress, increasing the risk of microbial infection and tissue inflammation, as well as implant loss. The use of 3D printing technology enabled us to quickly and affordably create unique, complex designs, avoiding the constraints levied by traditional production methods, thereby boosting experimental success and improving the wellbeing of the animals. Copyright © 2017 The Author(s). Published by Elsevier B.V. All rights reserved.

  15. Price or Privilege? Customer Perception on Loyalty Programs

    Directory of Open Access Journals (Sweden)

    Asnan Furinto

    2011-12-01

    Full Text Available The main purpose of the research is to understand how customers perceive loyalty programs. The author argues that types of loyalty programs could be classified into two: price based and privilege based. This research models that customer perceptions on loyalty programs, differ between these two types, and is contingent upon the relationship between customers and firm. Using settings of air-line domestic passengers and bank customers in Indonesia, the research provides evidence that price based rewards are perceived to provide higher utility perception in contractual relationships compared to non contractual relationships. However, this research failed to provide empirical support that privilege based rewards are perceived to provide higher utility perception in non contractual relation-ship compared to contractual relationship. Firms are therefore, encouraged to incorporate affective elements into their loyalty programs, on top of monetary elements, in order for the loyalty programs to be better perceived by their customers.

  16. Rancang Bangun Sistem Informasi Customer Loyalty untuk Keunggulan Kompetitif Organisasi

    OpenAIRE

    Sri Mulyani; Mustafid Mustafid; Catur Edi Widodo

    2014-01-01

    Utilization of information technology to achieve competitive advantage has become a necessity  for business people and managers of organizations  in the information age now. This research aim to create a customer loyalty that the information system is one part of theCustomer  Relationship  Management  to  collect  data  on  indicators  of  customer  loyalty.  Indicator  of  customer  loyalty  is  determined according  empirical  model  customer  loyalty  and  create  customer  loyalty  inform...

  17. A Hierarchical multi-input and output Bi-GRU Model for Sentiment Analysis on Customer Reviews

    Science.gov (United States)

    Zhang, Liujie; Zhou, Yanquan; Duan, Xiuyu; Chen, Ruiqi

    2018-03-01

    Multi-label sentiment classification on customer reviews is a practical challenging task in Natural Language Processing. In this paper, we propose a hierarchical multi-input and output model based bi-directional recurrent neural network, which both considers the semantic and lexical information of emotional expression. Our model applies two independent Bi-GRU layer to generate part of speech and sentence representation. Then the lexical information is considered via attention over output of softmax activation on part of speech representation. In addition, we combine probability of auxiliary labels as feature with hidden layer to capturing crucial correlation between output labels. The experimental result shows that our model is computationally efficient and achieves breakthrough improvements on customer reviews dataset.

  18. Customer baseline load models for residential sector in a smart-grid environment

    Directory of Open Access Journals (Sweden)

    R. Sharifi

    2016-11-01

    In this paper, a new method is presented for the calculation of CBL for customers in residential sector in the context of a smart grid, considering the impact of weather changes. The results clearly show the high impact of changes in weather conditions on the calculation of CBL, and also show the extent of effect of buildings’ improved insulation on this parameter. It is also indicated that implementing DR programs can increase the willingness of customers in residential sector to improve the insulations of their buildings.

  19. Characterizing QALYs under a General Rank Dependent Utility Model

    NARCIS (Netherlands)

    H. Bleichrodt (Han); J. Quiggin (John)

    1997-01-01

    textabstractThis paper provides a characterization of QALYs, the most important outcome measure in medical decision making, in the context of a general rank dependent utility model. We show that both for chronic and for nonchronic health states the characterization of QALYs depends on intuitive

  20. Maximizing the model for Discounted Stream of Utility from ...

    African Journals Online (AJOL)

    Osagiede et al. (2009) considered an analytic model for maximizing discounted stream of utility from consumption when the rate of production is linear. A solution was provided to a level where methods of solving order differential equations will be applied, but they left off there, as a result of the mathematical complexity ...

  1. The Development Model for Customer Relationship Management (CRM) to Improve the Quality of Services in Academic Information Systems Faculty of Computer Science Sriwijaya University

    OpenAIRE

    Fathoni, Fathoni

    2014-01-01

    The development and utilization of information technology will make the competition among universities, as a result the universities should maintain their quality of services to get their potential customers and key customers, in particularly to get related information, in order to being first choice in the society. Professional management will be able to provide outstanding quality services and highly competitive, especially in academic services. The development of academic information syst...

  2. A Comprehensive Structural Model of Factors Influencing Customers' Intention to Use Biometrics in the Hospitality Industry

    Science.gov (United States)

    Kim, Jungsun

    2009-01-01

    Hoteliers have installed new technology, such as self-service and wireless technology, to improve customer service or to increase revenue. However, it seems that they tend to either be unaware of or ignore potential vulnerability of their systems when they add more technologies. The underestimated risks can possibly result in massive losses for…

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

    Directory of Open Access Journals (Sweden)

    Putri Hijir

    2016-08-01

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

  4. The intelligent customer: considerations around build-own-operate business and licensing models for small modular reactors in Canada

    International Nuclear Information System (INIS)

    Jones, K.

    2014-01-01

    An organization planning a proposal for a build-own-operate business model needs to address expanded licensee responsibilities under this model, associated regulatory impacts and how this affects their role as an 'intelligent customer'. This is particularly important for cases where builder-owner-operators plan to manufacture factory-fuelled designs and ship them to a site for installation and operation. The primary responsibility for safe conduct of licensed activities rests with the licensee. A build-own-operate model expands the scope of licensed activities to include design, manufacturing, transport, construction, and operation. The licensee must be able to demonstrate they are qualified to conduct all licensed activities including sufficient competent resources within the licensee's organization to oversee('Intelligent Customer') any work it commissions externally and the subsequent flow down through of the supply chain. This paper examines aspects that organizations need to assess the suitability of approaches that it may take to maintain in-house expertise for the control and oversight of licensed activities at all times. It considers the approach to identification of: core capabilities the licensee would need to understand its safety case under a build-own-operate model to manage licensed activities in accordance with requirements under the Nuclear Safety and Control Acta licensee's 'intelligent customer' capabilities in particular around understanding, specifying, overseeing and accepting work undertaken on its behalf by contractors. While this paper is focused on small modular reactors, being an intelligent customer applies to large commercial or research reactors equally; the size of reactor is immaterial.

  5. The intelligent customer: considerations around build-own-operate business and licensing models for small modular reactors in Canada

    Energy Technology Data Exchange (ETDEWEB)

    Jones, K., E-mail: kenneth.jones@cnsc-ccsn.gc.ca [Canadian Nuclear Safety Commission, Ottawa, Ontario (Canada)

    2014-07-01

    An organization planning a proposal for a build-own-operate business model needs to address expanded licensee responsibilities under this model, associated regulatory impacts and how this affects their role as an 'intelligent customer'. This is particularly important for cases where builder-owner-operators plan to manufacture factory-fuelled designs and ship them to a site for installation and operation. The primary responsibility for safe conduct of licensed activities rests with the licensee. A build-own-operate model expands the scope of licensed activities to include design, manufacturing, transport, construction, and operation. The licensee must be able to demonstrate they are qualified to conduct all licensed activities including sufficient competent resources within the licensee's organization to oversee('Intelligent Customer') any work it commissions externally and the subsequent flow down through of the supply chain. This paper examines aspects that organizations need to assess the suitability of approaches that it may take to maintain in-house expertise for the control and oversight of licensed activities at all times. It considers the approach to identification of: core capabilities the licensee would need to understand its safety case under a build-own-operate model to manage licensed activities in accordance with requirements under the Nuclear Safety and Control Acta licensee's 'intelligent customer' capabilities in particular around understanding, specifying, overseeing and accepting work undertaken on its behalf by contractors. While this paper is focused on small modular reactors, being an intelligent customer applies to large commercial or research reactors equally; the size of reactor is immaterial.

  6. Measuring Air Force Contracting Customer Satisfaction

    Science.gov (United States)

    2015-12-01

    customer satisfaction is through the use of the EDP model , and then assesses the value and importance of measuring customer satisfaction through the lens...companies’ business models . Their companies’ business models dictated the frequency for collecting customer satisfaction data by encouraging regular...pursuit of satisfying their organizations’ business models , the participants aligned the frequency for collecting customer satisfaction

  7. Sustainable geothermal utilization - Case histories; definitions; research issues and modelling

    International Nuclear Information System (INIS)

    Axelsson, Gudni

    2010-01-01

    Sustainable development by definition meets the needs of the present without compromising the ability of future generations to meet their own needs. The Earth's enormous geothermal resources have the potential to contribute significantly to sustainable energy use worldwide as well as to help mitigate climate change. Experience from the use of numerous geothermal systems worldwide lasting several decades demonstrates that by maintaining production below a certain limit the systems reach a balance between net energy discharge and recharge that may be maintained for a long time (100-300 years). Modelling studies indicate that the effect of heavy utilization is often reversible on a time-scale comparable to the period of utilization. Thus, geothermal resources can be used in a sustainable manner either through (1) constant production below the sustainable limit, (2) step-wise increase in production, (3) intermittent excessive production with breaks, and (4) reduced production after a shorter period of heavy production. The long production histories that are available for low-temperature as well as high-temperature geothermal systems distributed throughout the world, provide the most valuable data available for studying sustainable management of geothermal resources, and reservoir modelling is the most powerful tool available for this purpose. The paper presents sustainability modelling studies for the Hamar and Nesjavellir geothermal systems in Iceland, the Beijing Urban system in China and the Olkaria system in Kenya as examples. Several relevant research issues have also been identified, such as the relevance of system boundary conditions during long-term utilization, how far reaching interference from utilization is, how effectively geothermal systems recover after heavy utilization and the reliability of long-term (more than 100 years) model predictions. (author)

  8. Analyzing the effect of customer loyalty on virtual marketing adoption based on theory of technology acceptance model

    Directory of Open Access Journals (Sweden)

    Peyman Ghafari Ashtiani

    2016-08-01

    Full Text Available One of the most advantages of the internet and its expansion is probably due to its easy and low cost access to unlimited information and easy and fast information exchange. The accession of communication technology for marketing area and emergence of the Internet leads to creation and development of new marketing models such as viral marketing. In fact, unlike other marketing methods, the most powerful tool for selling products and ideas are not done by a marketer to a customer but from a customer to another one. The purpose of this research is to analyze the relationship between customers' loyalty and the acceptance of viral marketing based on the theory of technology acceptance model (TAM model among the civil engineers and architects who are the members of Engineering Council in Isfahan (ECI. The research method is descriptive–survey and it is applicable in target. The statistical population includes civil engineers and architects who are the members of Engineering Council in Isfahan including 14400 members. The sample size was determined 762 members based on Cochran sampling formula, the sample was selected as accessible. The data was collected by field method. Analyzing the data and recent research hypothesis, the data was extracted from the questionnaires. Then, all the data was analyzed by computer and SPSS and LISREL software. According to the results of the data, the loyalty of the civil engineers and architects members of ECI was associated with the acceptance and practical involvement of viral marketing.

  9. Driving Demand for Home Energy Improvements: Motivating residential customers to invest in comprehensive upgrades that eliminate energy waste, avoid high utility bills, and spur the economy

    Energy Technology Data Exchange (ETDEWEB)

    Fuller, Merrian C.

    2010-09-20

    Policy makers and program designers in the U.S. and abroad are deeply concerned with the question of how to scale up energy efficiency to a level that is commensurate both to the scale of the energy and climate challenges we face, and to the potential for energy savings that has been touted for decades. When policy makers ask what energy efficiency can do, the answers usually revolve around the technical and economic potential of energy efficiency - they rarely hone in on the element of energy demand that matters most for changing energy usage in existing homes: the consumer. A growing literature is concerned with the behavioral underpinnings of energy consumption. We examine a narrower, related subject: How can millions of Americans be persuaded to divert valued time and resources into upgrading their homes to eliminate energy waste, avoid high utility bills, and spur the economy? With hundreds of millions of public dollars flowing into incentives, workforce training, and other initiatives to support comprehensive home energy improvements, it makes sense to review the history of these programs and begin gleaning best practices for encouraging comprehensive home energy improvements. Looking across 30 years of energy efficiency programs that targeted the residential market, many of the same issues that confronted past program administrators are relevant today: How do we cost-effectively motivate customers to take action? Who can we partner with to increase program participation? How do we get residential efficiency programs to scale? While there is no proven formula - and only limited success to date with reliably motivating large numbers of Americans to invest in comprehensive home energy improvements, especially if they are being asked to pay for a majority of the improvement costs - there is a rich and varied history of experiences that new programs can draw upon. Our primary audiences are policy makers and program designers - especially those that are relatively

  10. Electricity Customers

    Science.gov (United States)

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

  11. CONTROVERSIES REGARDING THE UTILIZATION OF ALTMAN MODEL IN ROMANIA

    Directory of Open Access Journals (Sweden)

    Mihaela ONOFREI

    2012-06-01

    Full Text Available Altman model was built for U.S. companies, based on the characteristics of that economy. Promising results were obtained in other countries such as Britain, Australia, Canada, Finland, Germany, Israel, Norway, India, South Korea; the percentage is over 80% predictability. However, as can be seen, they have an Anglo-Saxon legal system and also the economic environment is highly developed. While there is no reason why this model can be applied to companies in the whole world, we recognize that each has its own peculiarities economic environment, therefore, local models forecast could be better than American models, at least in their testing phase. But the utilization of Altman model is suitable for the Romanian economy? Taking this into account, the purpose of this paper is to test the Altman model on the Romanian market.

  12. Customer satisfaction.

    Science.gov (United States)

    Vukmir, Rade B

    2006-01-01

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

  13. Sensor-Augmented Pump-Based Customized Mathematical Model for Type 1 Diabetes.

    Science.gov (United States)

    Grosman, Benyamin; Wu, Di; Miller, Diana; Lintereur, Louis; Roy, Anirban; Parikh, Neha; Kaufman, Francine R

    2018-03-01

    Simulations using mathematical models are important for studying, developing, and improving therapies for people with type 1 diabetes. The Medtronic CareLink ® database was used to create virtual patients with a variety of inter-insulin sensitivities, meal absorption rates, pharmacokinetics, age, and gender. In addition, intra-insulin sensitivities of the virtual patients change over a 24-h cycle. A total of 2087 virtual patients were developed. The time percentage between 70 and 180 mg/dL of the CareLink uploads and the simulated virtual patients was 72.4% (18.6) and 74.1% (16.9), respectively. The time percentage 18 years) and 90 adult (>28 years) virtual patients, respectively. The Medtronic CareLink database was utilized to generate a large number of virtual patients with a variety of insulin sensitivities, pharmacokinetics, and meal absorption rates. This new simulation model can be potentially used to evaluate and prognosticate the outcomes of studies of artificial pancreas algorithms and systems.

  14. Measuring Customer Profitability in Complex Environments

    DEFF Research Database (Denmark)

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

    2012-01-01

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

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

    OpenAIRE

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

    2000-01-01

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

  16. Modeling utility-scale wind power plants, part 1: Economics

    Energy Technology Data Exchange (ETDEWEB)

    Milligan, M.

    2000-06-29

    As the worldwide use of wind turbine generators continues to increase in utility-scale applications, it will become increasingly important to assess the economic and reliability impact of these intermittent resources. Although the utility industry in the United States appears to be moving towards a restructured environment, basic economic and reliability issues will continue to be relevant to companies involved with electricity generation. This paper is the first of two that address modeling approaches and results obtained in several case studies and research projects at the National Renewable Energy Laboratory (NREL). This first paper addresses the basic economic issues associated with electricity production from several generators that include large-scale wind power plants. An important part of this discussion is the role of unit commitment and economic dispatch in production-cost models. This paper includes overviews and comparisons of the prevalent production-cost modeling met hods, including several case studies applied to a variety of electric utilities. The second paper discusses various methods of assessing capacity credit and results from several reliability-based studies performed at NREL.

  17. Measuring the Effects of Customs and Administrative Procedures on Trade: Gravity Model for South-Eastern Europe

    Directory of Open Access Journals (Sweden)

    Katerina Toševska-Trpčevska

    2014-04-01

    Full Text Available This paper measures the effects of certain customs and administrative procedures on trade between the countries of South-Eastern Europe in the period 2008-2012. Following OECD methodology, we employ the augmented gravity model. The empirical results suggest that the number of days spent at the border and costs paid in both importer and exporter countries had significant negative influence on the volume of trade in the period 2008-2012. In addition, the model underlines that sharing the same border and being part of the former Yugoslav market are important determinants of trade in the region.

  18. Team Foundation Server 2013 customization

    CERN Document Server

    Beeming, Gordon

    2014-01-01

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

  19. PROBLEMS IN MEASURING CUSTOMER SATISFACTION

    OpenAIRE

    Isac Florin Lucian; Rusu Sergiu; Cureteanu Radu Silviu

    2012-01-01

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

  20. Hedging customers.

    Science.gov (United States)

    Dhar, Ravi; Glazer, Rashi

    2003-05-01

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

  1. Customs control of goods

    Directory of Open Access Journals (Sweden)

    Mentor Gashi

    2015-11-01

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

  2. Customization and Customer-Product Learning

    DEFF Research Database (Denmark)

    Jørgensen, Kaj Asbjørn

    2011-01-01

    , through the performance level and the experience level to the learning level at the top. This model has a dual view with customers/demand at one side and product/supplier at the other side. It is developed so that it can be generally applied and, typically, product designers must decide how far up...... in levels the customisation should aim. This paper sets special focus on the upper levels of customisation, especially the learning level, and it is shown that products with a large range of user-oriented functionalities often require much training to use and that customers on the other hand are sometimes...

  3. Customer segmentation model based on value generation for marketing strategies formulation

    Directory of Open Access Journals (Sweden)

    Alvaro Julio Cuadros

    2014-01-01

    Full Text Available When deciding in which segment to invest or how to distribute the marketing budget, managers generally take risks in making decisions without considering the real impact every client or segment has over organizational profits. In this paper, a segmentation framework is proposed that considers, firstly, the calculation of customer lifetime value, the current value, and client loyalty, and then the building of client segments by self-organized maps. The effectiveness of the proposed method is demonstrated with an empirical study in a cane sugar mill where a total of 9 segments of interest were identified for decision making.

  4. Negative Correlation Learning for Customer Churn Prediction: A Comparison Study

    Science.gov (United States)

    Faris, Hossam

    2015-01-01

    Recently, telecommunication companies have been paying more attention toward the problem of identification of customer churn behavior. In business, it is well known for service providers that attracting new customers is much more expensive than retaining existing ones. Therefore, adopting accurate models that are able to predict customer churn can effectively help in customer retention campaigns and maximizing the profit. In this paper we will utilize an ensemble of Multilayer perceptrons (MLP) whose training is obtained using negative correlation learning (NCL) for predicting customer churn in a telecommunication company. Experiments results confirm that NCL based MLP ensemble can achieve better generalization performance (high churn rate) compared with ensemble of MLP without NCL (flat ensemble) and other common data mining techniques used for churn analysis. PMID:25879060

  5. Rancang Bangun Sistem Informasi Customer Loyalty untuk Keunggulan Kompetitif Organisasi

    Directory of Open Access Journals (Sweden)

    Sri Mulyani

    2014-02-01

    Full Text Available Utilization of information technology to achieve competitive advantage has become a necessity  for business people and managers of organizations  in the information age now. This research aim to create a customer loyalty that the information system is one part of theCustomer  Relationship  Management  to  collect  data  on  indicators  of  customer  loyalty.  Indicator  of  customer  loyalty  is  determined according  empirical  model  customer  loyalty  and  create  customer  loyalty  information  system  that  can  be  used  to  gain  competitive advantage organizations. Structural Equation Modeling is used to obtain indicators of customer loyalty. Customer loyalty info rmation system designed using prototype system development and modeling analysis using Data Flow Diagram, database design using  Entity Relationship  Diagram,  and  a  web-based  interface.  Web-based  information  systems  that  provide online  customer  survey  facilities  and analysis  results  in  the  form  of  customer  loyalty  index  values  shaped  by  the  dynamic  graphic  indicator  of  loyalty  according  to  the empirical study of customer loyalty that can be used to gain competitive advantage. The value of customer loyalty index cons ists of four main variables, namely: the ability to anticipate customer value, customer value anticipation peace, customer satisfaction, and loyalty.Keywords: Customer loyalty, Structural Equation Modeling, Index loyalty, Competitive advantage

  6. Risk Decision Making Model for Reservoir Floodwater resources Utilization

    Science.gov (United States)

    Huang, X.

    2017-12-01

    Floodwater resources utilization(FRU) can alleviate the shortage of water resources, but there are risks. In order to safely and efficiently utilize the floodwater resources, it is necessary to study the risk of reservoir FRU. In this paper, the risk rate of exceeding the design flood water level and the risk rate of exceeding safety discharge are estimated. Based on the principle of the minimum risk and the maximum benefit of FRU, a multi-objective risk decision making model for FRU is constructed. Probability theory and mathematical statistics method is selected to calculate the risk rate; C-D production function method and emergy analysis method is selected to calculate the risk benefit; the risk loss is related to flood inundation area and unit area loss; the multi-objective decision making problem of the model is solved by the constraint method. Taking the Shilianghe reservoir in Jiangsu Province as an example, the optimal equilibrium solution of FRU of the Shilianghe reservoir is found by using the risk decision making model, and the validity and applicability of the model are verified.

  7. Hedonic travel cost and random utility models of recreation

    Energy Technology Data Exchange (ETDEWEB)

    Pendleton, L. [Univ. of Southern California, Los Angeles, CA (United States); Mendelsohn, R.; Davis, E.W. [Yale Univ., New Haven, CT (United States). School of Forestry and Environmental Studies

    1998-07-09

    Micro-economic theory began as an attempt to describe, predict and value the demand and supply of consumption goods. Quality was largely ignored at first, but economists have started to address quality within the theory of demand and specifically the question of site quality, which is an important component of land management. This paper demonstrates that hedonic and random utility models emanate from the same utility theoretical foundation, although they make different estimation assumptions. Using a theoretically consistent comparison, both approaches are applied to examine the quality of wilderness areas in the Southeastern US. Data were collected on 4778 visits to 46 trails in 20 different forest areas near the Smoky Mountains. Visitor data came from permits and an independent survey. The authors limited the data set to visitors from within 300 miles of the North Carolina and Tennessee border in order to focus the analysis on single purpose trips. When consistently applied, both models lead to results with similar signs but different magnitudes. Because the two models are equally valid, recreation studies should continue to use both models to value site quality. Further, practitioners should be careful not to make simplifying a priori assumptions which limit the effectiveness of both techniques.

  8. Customer Loyalty and Customer Relationship Management

    Science.gov (United States)

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

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

  9. Product customization

    DEFF Research Database (Denmark)

    Lueg, Rainer

    2015-01-01

    This case study deals with the extension, customization, and profitability of two new product lines of a bicycle manufacturer. It can serve both as a discussion basis in class as well as an exam for advanced Master students in management, marketing, and ccounting. The case illustrates how variance...... analysis and Activity-based Costing help managers to better understand the different profitability of customized product lines. The rather open questions at the end of the case study allow for an adjustment to the level of knowledge of the students. Students will need to reflect on how a mechanical...

  10. Customer satisfaction

    DEFF Research Database (Denmark)

    Eskildsen, Jacob Kjær; Kristensen, Kai

    2007-01-01

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

  11. Utility of Small Animal Models of Developmental Programming.

    Science.gov (United States)

    Reynolds, Clare M; Vickers, Mark H

    2018-01-01

    Any effective strategy to tackle the global obesity and rising noncommunicable disease epidemic requires an in-depth understanding of the mechanisms that underlie these conditions that manifest as a consequence of complex gene-environment interactions. In this context, it is now well established that alterations in the early life environment, including suboptimal nutrition, can result in an increased risk for a range of metabolic, cardiovascular, and behavioral disorders in later life, a process preferentially termed developmental programming. To date, most of the mechanistic knowledge around the processes underpinning development programming has been derived from preclinical research performed mostly, but not exclusively, in laboratory mouse and rat strains. This review will cover the utility of small animal models in developmental programming, the limitations of such models, and potential future directions that are required to fully maximize information derived from preclinical models in order to effectively translate to clinical use.

  12. Animal models of myasthenia gravis: utility and limitations

    Science.gov (United States)

    Mantegazza, Renato; Cordiglieri, Chiara; Consonni, Alessandra; Baggi, Fulvio

    2016-01-01

    Myasthenia gravis (MG) is a chronic autoimmune disease caused by the immune attack of the neuromuscular junction. Antibodies directed against the acetylcholine receptor (AChR) induce receptor degradation, complement cascade activation, and postsynaptic membrane destruction, resulting in functional reduction in AChR availability. Besides anti-AChR antibodies, other autoantibodies are known to play pathogenic roles in MG. The experimental autoimmune MG (EAMG) models have been of great help over the years in understanding the pathophysiological role of specific autoantibodies and T helper lymphocytes and in suggesting new therapies for prevention and modulation of the ongoing disease. EAMG can be induced in mice and rats of susceptible strains that show clinical symptoms mimicking the human disease. EAMG models are helpful for studying both the muscle and the immune compartments to evaluate new treatment perspectives. In this review, we concentrate on recent findings on EAMG models, focusing on their utility and limitations. PMID:27019601

  13. Product Customization

    DEFF Research Database (Denmark)

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

    . The implementation of a product configuration system is among the most powerful ways of achieving this in practice, offering a reduction of the lead time for products and quotations, faster and more qualified responses to customer inquiries, fewer transfers of responsibility and fewer specification mistakes...

  14. Customization of UWB 3D-RTLS Based on the New Uncertainty Model of the AoA Ranging Technique

    Directory of Open Access Journals (Sweden)

    Bartosz Jachimczyk

    2017-01-01

    Full Text Available The increased potential and effectiveness of Real-time Locating Systems (RTLSs substantially influence their application spectrum. They are widely used, inter alia, in the industrial sector, healthcare, home care, and in logistic and security applications. The research aims to develop an analytical method to customize UWB-based RTLS, in order to improve their localization performance in terms of accuracy and precision. The analytical uncertainty model of Angle of Arrival (AoA localization in a 3D indoor space, which is the foundation of the customization concept, is established in a working environment. Additionally, a suitable angular-based 3D localization algorithm is introduced. The paper investigates the following issues: the influence of the proposed correction vector on the localization accuracy; the impact of the system’s configuration and LS’s relative deployment on the localization precision distribution map. The advantages of the method are verified by comparing them with a reference commercial RTLS localization engine. The results of simulations and physical experiments prove the value of the proposed customization method. The research confirms that the analytical uncertainty model is the valid representation of RTLS’ localization uncertainty in terms of accuracy and precision and can be useful for its performance improvement. The research shows, that the Angle of Arrival localization in a 3D indoor space applying the simple angular-based localization algorithm and correction vector improves of localization accuracy and precision in a way that the system challenges the reference hardware advanced localization engine. Moreover, the research guides the deployment of location sensors to enhance the localization precision.

  15. 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)

  16. A Model of Market Positioning of Destinations Based on Online Customer Reviews of Lodgings

    Directory of Open Access Journals (Sweden)

    Manuel Rodríguez-Díaz

    2017-12-01

    Full Text Available The aim of this study is to develop a methodology to determine the competitive online positioning of lodging companies in different tourist destinations. The rise of the digital age has allowed many customers to share their opinions through specialized websites, providing a dynamic and constantly updated evaluation of the market. In this context, competitiveness is an essential factor in the economic sustainability of destinations. The competitive positioning of destinations is determined by the scale of variables used by Booking.com. The price and lodging category variables are also used, as well as three new variables derived from the initial scale: the quality average, value and added value. This methodology provides a tool to determine the level of competitiveness of the lodging offered in tourist destinations, based on which, actions can be taken to improve destinations’ positioning.

  17. What drives customer loyalty towards Greek wine varieties? Using polarization to model consumer loyalty

    DEFF Research Database (Denmark)

    Kotseridis, Yiorgios; Chrysochou, Polymeros; Krystallis, Athanasios

    , marketers have been always eager towards building strong bonds with their customers. Therefore, identifying which cues makes consumers remain loyal and increase their chances of repeat purchase is always of high importance. In the case of wine, delineating the issue of loyalty in a wine brand......Wine is often characterised as a difficult and confusing product for consumers. In addition, the wine market is much diverse and competitive, with an enormous number of niche brands making consumer choice even more complex. When consumers are overloaded with information that exceeds...... the importance of such cues on consumers' wine choice (e.g. Fotopoulos, Krystallis and Ness, 2003; Jarvis, Lockshin, Rungie, 2007a). However, less is known on whether consumers remain loyal within a specific product subcategory and moreover what influences loyalty behaviour mostly. Taken from this perspective...

  18. Orlistat for the treatment of obesity: cost utility model.

    Science.gov (United States)

    Foxcroft, D R

    2005-11-01

    This study aimed to assess the cost utility of orlistat treatment based on (i) criteria from recent guidance from the National Institute for Clinical Excellence (NICE) for England and Wales (treatment discontinued if weight loss < 5% at 3 months; and < 10% at 6 months); and (ii) alternative criteria from the European Agency for the Evaluation of Medicinal Products (EMEA) licence for orlistat prescription in the European Community (treatment discontinued if weight loss < 5% at 3 months). Subjects were 1398 obese individuals who participated in three large European Phase III trials of orlistat treatment for adults (BMI: 28-47 kg m(-2)). Measures were: response to treatment in orlistat and placebo treatment groups; health benefit expressed as quality adjusted life years (QALYs) gained associated with weight loss; costs associated with orlistat treatment. In the cost utility model with multiway sensitivity analysis, the cost/QALY gained using the NICE criteria was estimated to be 24,431 pounds (sensitivity analysis range: 10,856 to 77,197 pounds). The cost/QALY gained using the alternative EMEA criteria was estimated to be 19,005 pounds (range: 8,840 to 57,798 pounds). In conclusion, NICE guidance for the continued use of orlistat was supported in this updated cost utility model, comparing favourably with a previously published estimate of 45,881 pounds per QALY gained. Moreover, the value for money of orlistat treatment is improved further if EMEA treatment criteria for continued orlistat treatment are applied. The EMEA criteria should be considered in any future changes to the NICE guidance or in guidance issued by similar agencies.

  19. Web Based Customized Design

    OpenAIRE

    Moi, Morten Benestad

    2013-01-01

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

  20. Cyclic delivery scheduling to customers with different priorities

    Directory of Open Access Journals (Sweden)

    Katarzyna Zofia Gdowska

    2013-12-01

    Full Text Available Background: In this paper a cyclic delivery scheduling problem for customers with different priorities is presented. Shops, which are provided with deliveries, are occasionally located in places which are crucial for the proper flow of traffic. In such places coordination of deliveries is crucial; therefore it allows to completely eliminate the phenomenon of the simultaneous arrivals of suppliers. Methods: In this paper the cyclic delivery scheduling problem for customers with different priorities was presented. To this theoretical problem a mix integer programming model was developed. Specific approach to the cyclic delivery scheduling problem is inspired by timetabling problem for urban public transport. Results: Mixed integer programming model was employed for solving four cases of cyclic delivery scheduling problem for customers with different priorities. When the value of the synchronization priority assigned to a single customer raised then the total number of synchronizations in the whole network decreased. In order to compare solutions a synchronization rate was utilized. A simple factor was utilized - the proportion of number of synchronizations of deliveries to a given customer to the total number of synchronizations obtained for the whole network. When the value of synchronization priority raised then the value of synchronization rate of this customer improved significantly. Conclusions: The mixed integer programming model for the cyclic delivery scheduling problem for customers with different priorities presented in this paper can be utilized for generating schedules of serving customers located in places where only one delivery can be received and unloaded at one go and where there is no space for other suppliers to wait in a queue. Such a schedule can be very useful for organizing deliveries to small shops united in a franchising network, since they operate in a way that is very similar to the network presented in this paper

  1. Animal models of GM2 gangliosidosis: utility and limitations

    Directory of Open Access Journals (Sweden)

    Lawson CA

    2016-07-01

    Full Text Available Cheryl A Lawson,1,2 Douglas R Martin2,3 1Department of Pathobiology, 2Scott-Ritchey Research Center, 3Department of Anatomy, Physiology and Pharmacology, Auburn University College of Veterinary Medicine, Auburn, AL, USA Abstract: GM2 gangliosidosis, a subset of lysosomal storage disorders, is caused by a deficiency of the glycohydrolase, β-N-acetylhexosaminidase, and includes the closely related Tay–Sachs and Sandhoff diseases. The enzyme deficiency prevents the normal, stepwise degradation of ganglioside, which accumulates unchecked within the cellular lysosome, particularly in neurons. As a result, individuals with GM2 gangliosidosis experience progressive neurological diseases including motor deficits, progressive weakness and hypotonia, decreased responsiveness, vision deterioration, and seizures. Mice and cats are well-established animal models for Sandhoff disease, whereas Jacob sheep are the only known laboratory animal model of Tay–Sachs disease to exhibit clinical symptoms. Since the human diseases are relatively rare, animal models are indispensable tools for further study of pathogenesis and for development of potential treatments. Though no effective treatments for gangliosidoses currently exist, animal models have been used to test promising experimental therapies. Herein, the utility and limitations of gangliosidosis animal models and how they have contributed to the development of potential new treatments are described. Keywords: GM2 gangliosidosis, Tay–Sachs disease, Sandhoff disease, lysosomal storage disorder, sphingolipidosis, brain disease

  2. Animal models of GM2 gangliosidosis: utility and limitations.

    Science.gov (United States)

    Lawson, Cheryl A; Martin, Douglas R

    2016-01-01

    GM2 gangliosidosis, a subset of lysosomal storage disorders, is caused by a deficiency of the glycohydrolase, β-N-acetylhexosaminidase, and includes the closely related Tay-Sachs and Sandhoff diseases. The enzyme deficiency prevents the normal, stepwise degradation of ganglioside, which accumulates unchecked within the cellular lysosome, particularly in neurons. As a result, individuals with GM2 gangliosidosis experience progressive neurological diseases including motor deficits, progressive weakness and hypotonia, decreased responsiveness, vision deterioration, and seizures. Mice and cats are well-established animal models for Sandhoff disease, whereas Jacob sheep are the only known laboratory animal model of Tay-Sachs disease to exhibit clinical symptoms. Since the human diseases are relatively rare, animal models are indispensable tools for further study of pathogenesis and for development of potential treatments. Though no effective treatments for gangliosidoses currently exist, animal models have been used to test promising experimental therapies. Herein, the utility and limitations of gangliosidosis animal models and how they have contributed to the development of potential new treatments are described.

  3. ON THE UTILITY OF SORNETTE’S CRASH PREDICTION MODEL

    Directory of Open Access Journals (Sweden)

    IOAN ROXANA

    2015-10-01

    Full Text Available Stock market crashes have been a constant subject of interest among capital market researchers. Crashes’ behavior has been largely studied, but the problem that remained unsolved until recently, was that of a prediction algorithm. Stock market crashes are complex and global events, rarely taking place on a singular national capital market. They usually occur simultaneously on several if not most capital markets, implying important losses among the investors. Investments made within various stock markets have an extremely important role within the global economy, influencing people’s lives in many ways. Presently, stock market crashes are being studied with great interest, not only because of the necessity of a deep understanding of the phenomenon, but also because of the fact that these crashes belong to the so-called category of “extreme phenomena”. Those are the main reasons that determined scientists to try building mathematical models for crashes prediction. Such a model was built by Professor Didier Sornette, inspired and adapted from an earthquake detection model. Still, the model keeps many characteristics of its predecessor, not being fully adapted to the economic realities and demands, or to the stock market’s characteristics. This paper attempts to test the utility of the model in predicting Bucharest Stock Exchange’s price falls, as well as the possibility of it being successfully used by investors.

  4. A workflow learning model to improve geovisual analytics utility.

    Science.gov (United States)

    Roth, Robert E; Maceachren, Alan M; McCabe, Craig A

    2009-01-01

    INTRODUCTION: This paper describes the design and implementation of the G-EX Portal Learn Module, a web-based, geocollaborative application for organizing and distributing digital learning artifacts. G-EX falls into the broader context of geovisual analytics, a new research area with the goal of supporting visually-mediated reasoning about large, multivariate, spatiotemporal information. Because this information is unprecedented in amount and complexity, GIScientists are tasked with the development of new tools and techniques to make sense of it. Our research addresses the challenge of implementing these geovisual analytics tools and techniques in a useful manner. OBJECTIVES: The objective of this paper is to develop and implement a method for improving the utility of geovisual analytics software. The success of software is measured by its usability (i.e., how easy the software is to use?) and utility (i.e., how useful the software is). The usability and utility of software can be improved by refining the software, increasing user knowledge about the software, or both. It is difficult to achieve transparent usability (i.e., software that is immediately usable without training) of geovisual analytics software because of the inherent complexity of the included tools and techniques. In these situations, improving user knowledge about the software through the provision of learning artifacts is as important, if not more so, than iterative refinement of the software itself. Therefore, our approach to improving utility is focused on educating the user. METHODOLOGY: The research reported here was completed in two steps. First, we developed a model for learning about geovisual analytics software. Many existing digital learning models assist only with use of the software to complete a specific task and provide limited assistance with its actual application. To move beyond task-oriented learning about software use, we propose a process-oriented approach to learning based on

  5. French Customs

    CERN Multimedia

    GS Department

    2010-01-01

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

  6. Designing and Explaining the Model of Persistent Customer Loyalty in e-Commerce: A Study in the e-Retailer’s Web Sites

    OpenAIRE

    Mohammadreza Hamidizadeh; Abasali Hajkarimi; Mohammad Javad Naeiji

    2011-01-01

    Abstract While the importance of customer loyalty has been recognized in marketing literature for several decades, the design and explanation of persistent customer loyalty and its antecedents in electronic commerce especially in an e-retailing context have not been addressed. Therefore, the aim of this study is to develop and validate such antecedents of persistent loyalty and to propose a comprehensive model. For this purpose, based on e-commerce and marketing literature, a comprehensive...

  7. Agreement in the determination of preformed wire shape templates on plaster models and customized digital arch form diagrams on digital models.

    Science.gov (United States)

    Camardella, Leonardo Tavares; Sá, Maiara da Silva Bezerra; Guimarães, Luciana Campos; Vilella, Beatriz de Souza; Vilella, Oswaldo de Vasconcellos

    2018-03-01

    The aim of this study was to verify the accuracy of preformed wire shape templates on plaster models and those of customized digital arch form diagrams on digital models. Twenty pairs of dental plaster models were randomly selected from the archives of the Department of Orthodontics of Federal Fluminense University, Niterói, Rio de Janeiro, Brazil. All plaster model samples were scanned in a plaster model scanner to create the respective digital models. Three examiners defined the arch form on the mandibular arch of these models by selecting the ideal preformed wire shape template on each plaster model or by making a customized digital arch form on the digital models using a digital arch form customization tool. These 2 arch forms were superimposed by the best-fit method. The greatest differences in the 6 regions on the superimposed arches were evaluated. Each examiner presented a descriptive analysis with the means, standard deviation, and minimum and maximum intervals of the differences on the superimpositions. Intraclass correlation coefficient and paired t tests were used to evaluate the accuracy of the superimpositions. Among the 6 regions analyzed in the superimpositions, the largest differences in the anterior and premolar regions were considered clinically insignificant, whereas the largest differences in the right molar region, especially the second molar area, were considered clinically significant by all 3 examiners. The intraclass correlation coefficients showed a weak correlation in the premolar region and moderate correlations in the anterior and molar regions. The paired t test showed statistically significant differences in the left anterior and premolar regions. The superimpositions between the arch forms on plaster and digital models were considered accurate, and the differences were not clinically significant, with the exception of the second molar area. Despite the favorable results, the requirement of correcting some software problems may

  8. Application of fault tree analysis for customer reliability assessment of a distribution power system

    International Nuclear Information System (INIS)

    Abdul Rahman, Fariz; Varuttamaseni, Athi; Kintner-Meyer, Michael; Lee, John C.

    2013-01-01

    A new method is developed for predicting customer reliability of a distribution power system using the fault tree approach with customer weighted values of component failure frequencies and downtimes. Conventional customer reliability prediction of the electric grid employs the system average (SA) component failure frequency and downtime that are weighted by only the quantity of the components in the system. These SA parameters are then used to calculate the reliability and availability of components in the system, and eventually to find the effect on customer reliability. Although this approach is intuitive, information is lost regarding customer disturbance experiences when customer information is not utilized in the SA parameter calculations, contributing to inaccuracies when predicting customer reliability indices in our study. Hence our new approach directly incorporates customer disturbance information in component failure frequency and downtime calculations by weighting these parameters with information of customer interruptions. This customer weighted (CW) approach significantly improves the prediction of customer reliability indices when applied to our reliability model with fault tree and two-state Markov chain formulations. Our method has been successfully applied to an actual distribution power system that serves over 2.1 million customers. Our results show an improved benchmarking performance on the system average interruption frequency index (SAIFI) by 26% between the SA-based and CW-based reliability calculations. - Highlights: ► We model the reliability of a power system with fault tree and two-state Markov chain. ► We propose using customer weighted component failure frequencies and downtimes. ► Results show customer weighted values perform superior to component average values. ► This method successfully incorporates customer disturbance information into the model.

  9. A customer-friendly Space Station

    Science.gov (United States)

    Pivirotto, D. S.

    1984-01-01

    This paper discusses the relationship of customers to the Space Station Program currently being defined by NASA. Emphasis is on definition of the Program such that the Space Station will be conducive to use by customers, that is by people who utilize the services provided by the Space Station and its associated platforms and vehicles. Potential types of customers are identified. Scenarios are developed for ways in which different types of customers can utilize the Space Station. Both management and technical issues involved in making the Station 'customer friendly' are discussed.

  10. Economic analysis of open space box model utilization in spacecraft

    Science.gov (United States)

    Mohammad, Atif F.; Straub, Jeremy

    2015-05-01

    It is a known fact that the amount of data about space that is stored is getting larger on an everyday basis. However, the utilization of Big Data and related tools to perform ETL (Extract, Transform and Load) applications will soon be pervasive in the space sciences. We have entered in a crucial time where using Big Data can be the difference (for terrestrial applications) between organizations underperforming and outperforming their peers. The same is true for NASA and other space agencies, as well as for individual missions and the highly-competitive process of mission data analysis and publication. In most industries, conventional opponents and new candidates alike will influence data-driven approaches to revolutionize and capture the value of Big Data archives. The Open Space Box Model is poised to take the proverbial "giant leap", as it provides autonomic data processing and communications for spacecraft. We can find economic value generated from such use of data processing in our earthly organizations in every sector, such as healthcare, retail. We also can easily find retailers, performing research on Big Data, by utilizing sensors driven embedded data in products within their stores and warehouses to determine how these products are actually used in the real world.

  11. Captivate the customer or vanish

    International Nuclear Information System (INIS)

    Regis, J.

    1994-01-01

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

  12. Modeling a Packed Bed Reactor Utilizing the Sabatier Process

    Science.gov (United States)

    Shah, Malay G.; Meier, Anne J.; Hintze, Paul E.

    2017-01-01

    A numerical model is being developed using Python which characterizes the conversion and temperature profiles of a packed bed reactor (PBR) that utilizes the Sabatier process; the reaction produces methane and water from carbon dioxide and hydrogen. While the specific kinetics of the Sabatier reaction on the RuAl2O3 catalyst pellets are unknown, an empirical reaction rate equation1 is used for the overall reaction. As this reaction is highly exothermic, proper thermal control is of the utmost importance to ensure maximum conversion and to avoid reactor runaway. It is therefore necessary to determine what wall temperature profile will ensure safe and efficient operation of the reactor. This wall temperature will be maintained by active thermal controls on the outer surface of the reactor. Two cylindrical PBRs are currently being tested experimentally and will be used for validation of the Python model. They are similar in design except one of them is larger and incorporates a preheat loop by feeding the reactant gas through a pipe along the center of the catalyst bed. The further complexity of adding a preheat pipe to the model to mimic the larger reactor is yet to be implemented and validated; preliminary validation is done using the smaller PBR with no reactant preheating. When mapping experimental values of the wall temperature from the smaller PBR into the Python model, a good approximation of the total conversion and temperature profile has been achieved. A separate CFD model incorporates more complex three-dimensional effects by including the solid catalyst pellets within the domain. The goal is to improve the Python model to the point where the results of other reactor geometry can be reasonably predicted relatively quickly when compared to the much more computationally expensive CFD approach. Once a reactor size is narrowed down using the Python approach, CFD will be used to generate a more thorough prediction of the reactors performance.

  13. Technological Innovation Projects: Proposal For an Integrative Model Between Project Management and Knowledge Management in a Customer-Supplier Perspective

    Directory of Open Access Journals (Sweden)

    Edval da Silva Tavares

    2014-10-01

    Full Text Available In face of strong competition, companies in Brazil have increased their financial investments in automation, offering new products and services and reducing operating costs. These companies are focusing their efforts on core competencies and, therefore, they often lack the internal expertise to implement new projects, especially those that bring technological innovation. For this reason, we use the processes of outsourcing or subcontracting to help implement such projects. The unit of analysis in this study is the project and the object of the study to analyze the process of knowledge transfer from a provider to a customer during the duration of the project, which involves new technologies. The main motivation of this work is to address the acquisition and retention of new knowledge related to projects designed for business customers. We have developed a study of three cases of multiple financial firms that buy new technologies and two suppliers of information technology. As a practical result, a management model of knowledge transfer and retention of knowledge in client companies is proposed and incorporated into project management.

  14. Utility of Social Modeling for Proliferation Assessment - Preliminary Findings

    International Nuclear Information System (INIS)

    Coles, Garill A.; Gastelum, Zoe N.; Brothers, Alan J.; Thompson, Sandra E.

    2009-01-01

    Often the methodologies for assessing proliferation risk are focused around the inherent vulnerability of nuclear energy systems and associated safeguards. For example an accepted approach involves ways to measure the intrinsic and extrinsic barriers to potential proliferation. This paper describes preliminary investigation into non-traditional use of social and cultural information to improve proliferation assessment and advance the approach to assessing nuclear material diversion. Proliferation resistance assessment, safeguard assessments and related studies typically create technical information about the vulnerability of a nuclear energy system to diversion of nuclear material. The purpose of this research project is to find ways to integrate social information with technical information by explicitly considering the role of culture, groups and/or individuals to factors that impact the possibility of proliferation. When final, this work is expected to describe and demonstrate the utility of social science modeling in proliferation and proliferation risk assessments.

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

    Science.gov (United States)

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

    2014-01-01

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

  16. Customer classification in banking system of Iran based on the credit risk model using multi-criteria decision-making models

    Directory of Open Access Journals (Sweden)

    Khalil Khalili

    2015-11-01

    Full Text Available One of the most important factors of survival of financial institutes and banks in the current competitive markets is to create balance and equality among resources and consumptions as well as to keep the health of money circulation in these institutes. According to the experiences obtained from recent financial crises in the world. The lack of appropriate management of the demands of banks and financial institutions can be considered as one of the main factors of occurrence of this crisis. The objective of the present study is to identify and classify customers according to credit risk and decisions of predictive models. The present research is a survey research employing field study in terms of the data collection method. The method of collecting theoretical framework was library research and the data were collected by two ways of data of a questionnaire and real customers’ financial data. To analyze the data of the questionnaire, analytical hierarchy process and to analyze real customers’ financial data, the TOPSIS method were employed. The population of the study included files of real customers in one of the branches of RefahKargaran Bank in city of Tabriz, Iran. From among 800 files, 140 files were completed and using Morgan’s table, 103 files were investigated. The final model was presented and with 95% of probability, if the next customer’s data is entered the model, it will capable of identifying accurately the degree of customer risk.

  17. A mangrove creek restoration plan utilizing hydraulic modeling.

    Science.gov (United States)

    Marois, Darryl E; Mitsch, William J

    2017-11-01

    Despite the valuable ecosystem services provided by mangrove ecosystems they remain threatened around the globe. Urban development has been a primary cause for mangrove destruction and deterioration in south Florida USA for the last several decades. As a result, the restoration of mangrove forests has become an important topic of research. Using field sampling and remote-sensing we assessed the past and present hydrologic conditions of a mangrove creek and its connected mangrove forest and brackish marsh systems located on the coast of Naples Bay in southwest Florida. We concluded that the hydrology of these connected systems had been significantly altered from its natural state due to urban development. We propose here a mangrove creek restoration plan that would extend the existing creek channel 1.1 km inland through the adjacent mangrove forest and up to an adjacent brackish marsh. We then tested the hydrologic implications using a hydraulic model of the mangrove creek calibrated with tidal data from Naples Bay and water levels measured within the creek. The calibrated model was then used to simulate the resulting hydrology of our proposed restoration plan. Simulation results showed that the proposed creek extension would restore a twice-daily flooding regime to a majority of the adjacent mangrove forest and that there would still be minimal tidal influence on the brackish marsh area, keeping its salinity at an acceptable level. This study demonstrates the utility of combining field data and hydraulic modeling to aid in the design of mangrove restoration plans.

  18. How does a servant leader fuel the service fire? A multilevel model of servant leadership, individual self identity, group competition climate, and customer service performance.

    Science.gov (United States)

    Chen, Zhijun; Zhu, Jing; Zhou, Mingjian

    2015-03-01

    Building on a social identity framework, our cross-level process model explains how a manager's servant leadership affects frontline employees' service performance, measured as service quality, customer-focused citizenship behavior, and customer-oriented prosocial behavior. Among a sample of 238 hairstylists in 30 salons and 470 of their customers, we found that hair stylists' self-identity embedded in the group, namely, self-efficacy and group identification, partially mediated the positive effect of salon managers' servant leadership on stylists' service performance as rated by the customers, after taking into account the positive influence of transformational leadership. Moreover, group competition climate strengthened the positive relationship between self-efficacy and service performance. PsycINFO Database Record (c) 2015 APA, all rights reserved.

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

    Science.gov (United States)

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

    2003-02-01

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

  20. The mismanagement of customer loyalty.

    Science.gov (United States)

    Reinartz, Werner; Kumar, V

    2002-07-01

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

  1. System Dynamic Modelling for a Balanced Scorecard: With a Special Emphasis on Skills, Customer Base, and WIP

    DEFF Research Database (Denmark)

    Nielsen, Steen; Nielsen, Erland Hejn

    -and-effect relationships between financial and non-financial performance measures, attention should also be paid to the definitions and the number of indicators. Originality/value - A large number of case studies and surveys are now present in BSC literature. However, there is a lack of more theoretical and analytical...... scenarios we also demonstrate the effects of different variables on the profit or RoCE (Return on Capital Employed). Findings - The results show that minimal changes in the three variables: skills, customer base and work in process may influence profit in different directions. Research limitations......Purpose - The purpose of this paper is to analyse some dynamic consequences of the theoretical foundations of the balanced scorecard (BSC) with the aid of a simulation approach based on part of a real BSC. Design/methodology/approach - The model includes five perspectives and a number of financial...

  2. A Nonlinear Mixed Effects Model for the Prediction of Natural Gas Consumption by Individual Customers

    Czech Academy of Sciences Publication Activity Database

    Brabec, Marek; Konár, Ondřej; Pelikán, Emil; Malý, Marek

    2008-01-01

    Roč. 24, č. 4 (2008), s. 659-678 ISSN 0169-2070 R&D Projects: GA AV ČR 1ET400300513 Institutional research plan: CEZ:AV0Z10300504 Keywords : individual gas consumption * nonlinear mixed effects model * ARIMAX * ARX * generalized linear mixed model * conditional modeling Subject RIV: JE - Non-nuclear Energetics, Energy Consumption ; Use Impact factor: 1.685, year: 2008

  3. Customizing G Protein-coupled receptor models for structure-based virtual screening

    NARCIS (Netherlands)

    de Graaf, C.; Rognan, D.

    2009-01-01

    This review will focus on the construction, refinement, and validation of G Protein-coupled receptor models for the purpose of structure-based virtual screening. Practical tips and tricks derived from concrete modeling and virtual screening exercises to overcome the problems and pitfalls associated

  4. A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction

    OpenAIRE

    Ruth N. Bolton

    1998-01-01

    Many service organizations have embraced relationship marketing with its focus on maximizing customer lifetime value. Recently, there has been considerable controversy about whether there is a link between customer satisfaction and retention. This research question is important to researchers who are attempting to understand how customers' assessments of services influence their subsequent behavior. However, it is equally vital to managers who require a better understanding of the relationshi...

  5. The value of customer preference

    International Nuclear Information System (INIS)

    Herig, C.; Houston, A.

    1996-01-01

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

  6. Building Customer Relationships: A Model for Vocational Education and Training Delivery.

    Science.gov (United States)

    Jarratt, Denise G.; Murphy, Tom; Lowry, Diannah

    1997-01-01

    Review of the theory of relational marketing and interviews with training providers identified a training delivery model that includes elements of trust and commitment, investment by relationship partners, and knowledge exchange, supporting relationship longevity. (SK)

  7. An Economic Customer-Oriented Demand Response Model in Electricity Markets

    DEFF Research Database (Denmark)

    Sharifi, Reza; Anvari-Moghaddam, Amjad; Fathi, S. Hamid

    2018-01-01

    demand response (DR) models have been developed based on this concept, this will also be deemed as a disadvantage for them. In this paper, we propose an economic DR model based on economic theories and mathematical methods. In addition to abate the defects of price-elasticity based DR models...... response to price changes is considered. Therefore, the consumer demand curve is a unique curve versus price changes. In the concept of PED, the elasticity investigation is performed only in a single point or over a small interval of the curve instead of the whole curve which is not suitable. Since most......, the proposed model has the ability to respond to the various consumers with distinct responses to price changes and can also adjust the consumer's demands according to the consumer's preferences during different periods of a day....

  8. Customer orientation on online newspaper business models with paid content strategies: An empirical study

    OpenAIRE

    Goyanes, Manuel; Sylvie, George

    2014-01-01

    This study examines the transformations that trigger business models with paid content strategies on news organizations under the theoretical framework of market orientation. The results show three main factors: those related to competence, to the organization culture and to understanding of needs and wants of the audience. The findings also suggest that online newspapers business models with paid content strategies are more like experiments or forays rather than definitive methods that monet...

  9. 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.

  10. Understanding Customer Experience Throughout the Customer Journey

    NARCIS (Netherlands)

    Lemon, Katherine N.; Verhoef, Peter C.

    2016-01-01

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

  11. A public utility model for managing public land recreation enterprises.

    Science.gov (United States)

    Tom. Quinn

    2002-01-01

    Through review of relevant economic principles and judicial precedent, a case is made that public-land recreation enterprises are analogous to traditionally recognized public utilities. Given the historical concern over the societal value of recreation and associated pricing issues, public-land management policies failing to acknowledge these utility-like...

  12. mathematical models for estimating radio channels utilization when ...

    African Journals Online (AJOL)

    Programmer at the Telecommunications Office of the IT Department, Belgorod State. University. Published online: 08 August 2017. ABSTRACT. The wireless self-organized network functioning efficiency is considered from its radio channels utilization point of view. In order to increase the radio channels utilization it is.

  13. The optimization model for multi-type customers assisting wind power consumptive considering uncertainty and demand response based on robust stochastic theory

    International Nuclear Information System (INIS)

    Tan, Zhongfu; Ju, Liwei; Reed, Brent; Rao, Rao; Peng, Daoxin; Li, Huanhuan; Pan, Ge

    2015-01-01

    Highlights: • Our research focuses on demand response behaviors of multi-type customers. • A wind power simulation method is proposed based on the Brownian motion theory. • Demand response revenue functions are proposed for multi-type customers. • A robust stochastic optimization model is proposed for wind power consumptive. • Models are built to measure the impacts of demand response on wind power consumptive. - Abstract: In order to relieve the influence of wind power uncertainty on power system operation, demand response and robust stochastic theory are introduced to build a stochastic scheduling optimization model. Firstly, this paper presents a simulation method for wind power considering external environment based on Brownian motion theory. Secondly, price-based demand response and incentive-based demand response are introduced to build demand response model. Thirdly, the paper constructs the demand response revenue functions for electric vehicle customers, business customers, industry customers and residential customers. Furthermore, robust stochastic optimization theory is introduced to build a wind power consumption stochastic optimization model. Finally, simulation analysis is taken in the IEEE 36 nodes 10 units system connected with 650 MW wind farms. The results show the robust stochastic optimization theory is better to overcome wind power uncertainty. Demand response can improve system wind power consumption capability. Besides, price-based demand response could transform customers’ load demand distribution, but its load curtailment capacity is not as obvious as incentive-based demand response. Since price-based demand response cannot transfer customer’s load demand as the same as incentive-based demand response, the comprehensive optimization effect will reach best when incentive-based demand response and price-based demand response are both introduced.

  14. Supporting custom quality models to analyse and compare open-source software

    NARCIS (Netherlands)

    D. Di Ruscio (Davide); D.S. Kolovos (Dimitrios); I. Korkontzelos (Ioannis); N. Matragkas (Nicholas); J.J. Vinju (Jurgen)

    2017-01-01

    textabstractThe analysis and comparison of open source software can be improved by means of quality models supporting the evaluation of the software systems being compared and the final decision about which of them has to be adopted. Since software quality can mean different things in different

  15. Customized framework of the WRF model for regional climate simulation over the Eastern NILE basin

    Science.gov (United States)

    Abdelwares, Mohamed; Haggag, Mohammed; Wagdy, Ahmad; Lelieveld, Jos

    2017-11-01

    Different configurations of the Weather and Research Forecasting (WRF-ARW) regional climate model, centered over the Eastern Nile Basin, have been investigated. Extensive sensitivity analyses were carried out to test the model performance in simulating precipitation and surface air temperature, focusing on the horizontal extent of the simulation domain, the mesh size and the parameterizations of the boundary layer, radiation, cloud microphysics, and convection. A simulation period of 2 years (1998-1999) was used to assess the model performance during the rainy season (June-September) and the dry season (December-March). Three sets of numerical experiments were conducted. The first tested the effects of changing the horizontal extent of the simulation domain; three domains have been examined to investigate, e.g., the effect of including a larger part of the Indian Ocean, for which no significant impact was found. The second set of experiments tested the sensitivity of WRF to the horizontal mesh size (about 16, 12, and 10 km). It was found that increased resolution results in a more accurate simulation of precipitation and surface temperature. The third set of experiments was designed to select the optimal combination of physics parameterizations. All simulations were forced by ERA-Interim reanalysis data to provide initial and boundary conditions, including sea surface temperature, and the Noah land surface model (NPAH) was used to simulate land surface processes. To rate the model performance, we used a range of statistical metrics, summarized with a scoring technique to obtain a single index that ranks different alternatives. The simulated precipitation was found to be much more sensitive to the choice of physics parameterization compared to the surface air temperature. Precipitation was most sensitive to changing the cumulus and the planetary boundary layer schemes, and least sensitive to changing the microphysics scheme. Modifying the long-wave radiation scheme

  16. Customized Steady-State Constraints for Parameter Estimation in Non-Linear Ordinary Differential Equation Models.

    Science.gov (United States)

    Rosenblatt, Marcus; Timmer, Jens; Kaschek, Daniel

    2016-01-01

    Ordinary differential equation models have become a wide-spread approach to analyze dynamical systems and understand underlying mechanisms. Model parameters are often unknown and have to be estimated from experimental data, e.g., by maximum-likelihood estimation. In particular, models of biological systems contain a large number of parameters. To reduce the dimensionality of the parameter space, steady-state information is incorporated in the parameter estimation process. For non-linear models, analytical steady-state calculation typically leads to higher-order polynomial equations for which no closed-form solutions can be obtained. This can be circumvented by solving the steady-state equations for kinetic parameters, which results in a linear equation system with comparatively simple solutions. At the same time multiplicity of steady-state solutions is avoided, which otherwise is problematic for optimization. When solved for kinetic parameters, however, steady-state constraints tend to become negative for particular model specifications, thus, generating new types of optimization problems. Here, we present an algorithm based on graph theory that derives non-negative, analytical steady-state expressions by stepwise removal of cyclic dependencies between dynamical variables. The algorithm avoids multiple steady-state solutions by construction. We show that our method is applicable to most common classes of biochemical reaction networks containing inhibition terms, mass-action and Hill-type kinetic equations. Comparing the performance of parameter estimation for different analytical and numerical methods of incorporating steady-state information, we show that our approach is especially well-tailored to guarantee a high success rate of optimization.

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

    NARCIS (Netherlands)

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

    2015-01-01

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

  18. ANTECEDENTS OF CUSTOMER RELATIONSHIP MANAGEMENT CAPABILITIES

    Directory of Open Access Journals (Sweden)

    Tuleu Daniela

    2015-07-01

    Full Text Available Customer relationship management, as a process to manage customer relationship initiation, maintenance and termination to maximize the value of the relationship portfolio, is an evolving process. In recent years, the development of interactive technologies (social media have revolutionized the interaction between firms and their customers and between customers. The impact of technology on CRM is improving ways of collecting and processing customer information and transforming communication with customers. In the context of the development of social networks, the introduction of social media applications in customer relationship management activities bring important changes in this area. Thus, managers need to pay attention to the interaction management as an important process of CRM and enhance the customer relationship management capabilities. The study propose a conceptual research model of several antecedents of customer relationship managements capabilities and provide the linkage between this antecedents and CRM capabilities. First, following review of existing research literature related to customer relationship management, there are some conceptual clarification on customer relationship management. Second, are presented the working concepts: the adoption of interactive technologies, customer concept, customer empowerment, customer relationship orientation and customer-centric management system. Then, it is proposed the conceptual model and finally are presented conclusions, managerial implications, limitations and research directions. From a theoretical perspective, this paper highlights the importance of marketing actions at the individual customer level and reveal the impact of adoption by companies of interactive technologies so that organizations have the opportunity to engage in conversations with customers and respond in real time the requirements that they launched the online environment. Nowadays, customers feel empowered and play

  19. A customized light sheet microscope to measure spatio-temporal protein dynamics in small model organisms.

    Science.gov (United States)

    Rieckher, Matthias; Kyparissidis-Kokkinidis, Ilias; Zacharopoulos, Athanasios; Kourmoulakis, Georgios; Tavernarakis, Nektarios; Ripoll, Jorge; Zacharakis, Giannis

    2015-01-01

    We describe a customizable and cost-effective light sheet microscopy (LSM) platform for rapid three-dimensional imaging of protein dynamics in small model organisms. The system is designed for high acquisition speeds and enables extended time-lapse in vivo experiments when using fluorescently labeled specimens. We demonstrate the capability of the setup to monitor gene expression and protein localization during ageing and upon starvation stress in longitudinal studies in individual or small groups of adult Caenorhabditis elegans nematodes. The system is equipped to readily perform fluorescence recovery after photobleaching (FRAP), which allows monitoring protein recovery and distribution under low photobleaching conditions. Our imaging platform is designed to easily switch between light sheet microscopy and optical projection tomography (OPT) modalities. The setup permits monitoring of spatio-temporal expression and localization of ageing biomarkers of subcellular size and can be conveniently adapted to image a wide range of small model organisms and tissue samples.

  20. Modeling Perceived Quality, Customer Satisfaction and Probability of Guest Returning to the Destination

    Directory of Open Access Journals (Sweden)

    Olivera Blagojevic Popovic

    2018-03-01

    Full Text Available In the hotel industry, it is a well-known fact that, despite of quality and variety of services provided, there is a low probability that the guests will return. This research is focused on identifying the basic factors of the hotel offer, which could determine the influence on the correlation between the guests’ satisfaction and the probability of their return. The objective of the article is to explore the relationship between the guests’ satisfaction with the quality hotel services in total (including the tourist offer of the place and the probability of his return to the same destination. The questionnaire method was applied in the survey, and the data were analysed based on factor analysis. Thereafter, the model for forecasting the probability of the guests returning to the destination was established, by using the example of Montenegrin tourism. The model represents a defined framework for the guest’s decision-making process. It identifies two main characteristics of guest experiences: satisfaction and rated quality (of the destination’s overall hotel service and tourist offer. The same model evaluates the impact of the above factors on the probability of the guests’ returning to the same destination. The starting hypothesis was the existence of a high degree of correlation between the guests’ satisfaction (with the destination’s hotel services and tourist offer and the probability of returning to the selected Montenegrin destinations. The research confirmed the above-mentioned hypothesis. The results have revealed that there are significant differences in perceived quality, i.e. satisfaction between the target groups of Eastern and Western European tourists

  1. 3D-modeling in the production of custom-made implants

    Science.gov (United States)

    Popov, A. G.; Kovalev, V. A.; Anisenya, I. I.; Mitrichenko, D. V.; Prosolov, A. B.; Khlusov, I. A.

    2016-08-01

    The goal of this work was to design, develop and test practical solutions that could become the core of computer-aided design (CAD) software, simulating to meet the challenges of preoperative preparation in the shortest time. Its basis was adapted to clinical and technical requirements of the diagnostic image processing algorithm in cancer patients with the following construction of the model and manufacture of the replacement implant on the basis of its 3D-prototype. The results are useful for preoperative planning and production of anatomically accurate individual implants and endoprosthesis.

  2. Dynamic Modeling and Simulation Tools for Utility Systems

    National Research Council Canada - National Science Library

    Hock, Vincent

    2002-01-01

    Utility systems are enablers for the force projection process. They provide the electricity, water, transportation fuel, heating, cooling, compressed air, and communications required for the various steps of force projection...

  3. Customer satisfaction and consumer responsibility: toward an alternative model of medical service quality.

    Science.gov (United States)

    Pinto, M B; Barber, J C

    1999-01-01

    In the increasingly competitive environment of medical services and patient care, physicians feel a strong pressure for increasing efforts to improve patient satisfaction with the goal of creating a loyal patient base. These steps to promote patient satisfaction have typically involved developing new programs and services, as medical offices seek to attract and keep their patients by continually enhancing service features. While patient satisfaction is a worthy goal, this paper argues that we often make mistakes and incur expensive costs in pursuing satisfaction as an end unto itself. This paper proposes an alternative model, based on creating a doctor-patient therapeutic alliance which has the dual benefits of enhancing patient satisfaction while improving the critical personal relationship between doctors and their patients, so necessary for the delivery of optimal care.

  4. Are loyal customers profitable? : customer satisfaction, customer loyalty and customer profitability at the individual level

    OpenAIRE

    Helgesen, Øyvind

    2000-01-01

    Customer satisfaction is supposed to be positively related to profitability. This conception may be called “the paradigm of customer satisfaction”. Nevertheless, only a few studies have examined this fundamental relationship. Thus, evidence for this “much talked about relationship” is questioned. In this working paper the focus is on the individual customer with respect to the relationships between customer satisfaction, customer loyalty and customer profitability at the customer level. The f...

  5. Benefits of using customized instrumentation in total knee arthroplasty: results from an activity-based costing model.

    Science.gov (United States)

    Tibesku, Carsten O; Hofer, Pamela; Portegies, Wesley; Ruys, C J M; Fennema, Peter

    2013-03-01

    The growing demand for total knee arthroplasty (TKA) associated with the efforts to contain healthcare expenditure by advanced economies necessitates the use of economically effective technologies in TKA. The present analysis based on activity-based costing (ABC) model was carried out to estimate the economic value of patient-matched instrumentation (PMI) compared to standard surgical instrumentation in TKA. The costs of the two approaches, PMI and standard instrumentation in TKA, were determined by the use of ABC which measures the cost of a particular procedure by determining the activities involved and adding the cost of each activity. Improvement in productivity due to increased operating room (OR) turn-around times was determined and potential additional revenue to the hospital by the efficient utilization of gained OR time was estimated. Increased efficiency in the usage of OR and utilization of surgical trays were noted with patient-specific approach. Potential revenues to the hospital were estimated with the use of PMI by efficient utilization of time saved in OR. Additional revenues of 78,240 per year were estimated considering utilization of gained OR time to perform surgeries other than TKA. The analysis suggests that use of PMI in TKA is economically effective when compared to standard instrumentation.

  6. The feasibility study on fabrication customized orthotic insole using fused deposition modelling (FDM)

    Science.gov (United States)

    Yarwindran, M.; Ibrahim, M.; Raveverma, P.

    2017-04-01

    There are many important roles of the orthotic insoles, such as for the convenience purpose of diabetic patient's foot problem, and also to enhance athlete's performance in sports. Therefore, highly customised insoles were in demand, where it has to be fabricated by moulding plaster of Paris on the person's leg to customise the insole. The main purpose of the paper is to study the ability to implement additive manufacturing technology in the fabrication process of customised orthotics insole. The recent invention of flexible material (Filaflex) in Fused Deposition Modelling is the most significant reason that makes this fabrication process possible. By implementing a new approach to the 3D scanning of the foot, we produced the computer-aided drafting (CAD) drawing which was able to modify to desired shape and dimension. After the editing has been completed, the file was converted to Stereolithography format file (STL) as to enable it to be printed using Makerware or any other related software by sending command (G-code) to Flashforge 3D printer. The printed insole was tested its fit, form and function (also known as 3F). In the end, printed insole performs the function test which measures the plantar pressure of the foot compared with bare foot. The results show that the insole distributes pressure well throughout the foot surface, in which it reduced the peak pressure to half from 218KPa to 109KPa. Hence, it is concluded that the method proposed in this paper can produce a functional insole so that it can be the alternative way to make customised orthotic insoles.

  7. Customer-focused planning: Demonstration project summaries

    Energy Technology Data Exchange (ETDEWEB)

    George, S.S. (Putnam, Hayes and Bartlett, Inc., San Francisco, CA (United States))

    1992-12-01

    To succeed in the increasingly competitive and dynamic markets in which they operate, electric utilities are focusing ever greater attention on understanding and meeting customer needs. EPRI's Customer Focused Planning (CFP) project was established to develop concepts and tools that will help utilities enhance their commitment to customer service. The project team conducted a series of interviews and meetings with participating utilities to collaboratively implement crucial steps in the CFP process. Although there is no unique set of tools or single management approach for improving product and service delivery, customer-focused companies have at least five ideals in common. They (1) define goals and objectives in concrete terms, (2) extend the planning boundaries of the organization to include all members of the energy services infrastructure, (3) painstakingly link functional activities directly to customer needs, (4) incorporate the customer's voice in new product/ service design, and (5) align performance measures with customer needs. In addition, customer-focused companies use a variety of methods to improve customer satisfaction and company performance. These methods include conducting market research, developing market processes such as demand-side management contracting or bidding to reveal customer preferences, and involving customers more directly in the planning process. This report summarizes two brief demonstration projects conducted as part of EPRI's CFP project, one at Commonwealth Edison Company (CECo) and one at PSI Energy. The CECo project emphasized developing customer-focused performance measures for telephone inquiries. The PSI Energy project involved a one-day workshop underscoring two important CFP elements-understanding customer wants and explicitly linking those wants to utility activities.

  8. Evaluation and decision of products conceptual design schemes based on customer requirements

    International Nuclear Information System (INIS)

    Huang, Hong Zhong; Li, Yan Feng; Liu, Yu; Wang, Zhonglai; Liu, Wenhai

    2011-01-01

    Within the competitive market environment, understanding customer requirements is crucial for all corporations to obtain market share and survive competition. Only the products exactly meeting customer requirements can win in the market place. Therefore, customer requirements play a very important role in the evaluation and decision process of conceptual design schemes of products. In this paper, an evaluation and decision method based on customer requirements is presented. It utilizes the importance of customer requirements, the satisfaction degree of each evaluation metric to the specification, and an evaluation metric which models customer requirements to evaluate the satisfaction degree of each design scheme to specific customer requirements via the proposed BP neural networks. In the evaluation and decision process, fuzzy sets are used to describe the importance of customer requirements, the relationship between customer requirements and evaluation metrics, the satisfaction degree of each scheme to customer requirements, and the crisp set is used to describe the satisfaction degree of each metric to specifications. The effectiveness of the proposed method is demonstrated by an example of front suspension fork design of mountain bikes

  9. CUSTOMER RELATIONSHIP MANAGEMENT (CRM SUCCESS FACTORS: AN EXPLORATORY STUDY

    Directory of Open Access Journals (Sweden)

    Mohammed ALAMGIR

    2015-02-01

    Full Text Available Customer relationship management (CRM can improve organization’s performance through applying customer knowledge and maintaining relationships with customers. Literature on CRM in an integrative fashion is sparse, rather issues are presented in isolation mostly focusing on technology ignoring other extra-organizational issues like social rapport and customer knowledge. Likewise, CRM success is poorly sketched and social rapport as a facilitator of knowledge generation has received little attention in the previous literature. Therefore, the main purpose of this research is to investigate the role of CRM, customer knowledge and social rapport on CRM success. The present study considers the Resource-based view in developing CRM success framework. A Qualitative research approach has been taken in this study where ten customer-service managers of different telecom operators of Bangladesh have been interviewed. To identify the factors along with their associated variables and also to further develop a research model a content analysis technique has been utilized. The results of the interviews identified three factors affecting CRM success. This paper also highlights the research and managerial implications of the model.  

  10. User Utility Oriented Queuing Model for Resource Allocation in Cloud Environment

    Directory of Open Access Journals (Sweden)

    Zhe Zhang

    2015-01-01

    Full Text Available Resource allocation is one of the most important research topics in servers. In the cloud environment, there are massive hardware resources of different kinds, and many kinds of services are usually run on virtual machines of the cloud server. In addition, cloud environment is commercialized, and economical factor should also be considered. In order to deal with commercialization and virtualization of cloud environment, we proposed a user utility oriented queuing model for task scheduling. Firstly, we modeled task scheduling in cloud environment as an M/M/1 queuing system. Secondly, we classified the utility into time utility and cost utility and built a linear programming model to maximize total utility for both of them. Finally, we proposed a utility oriented algorithm to maximize the total utility. Massive experiments validate the effectiveness of our proposed model.

  11. 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...

  12. 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)

  13. From connection to customer

    International Nuclear Information System (INIS)

    Milatz, H.; Soeters, R.

    2001-01-01

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

  14. Customer Equity von KMUs

    NARCIS (Netherlands)

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

    2003-01-01

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

  15. Job Satisfaction and Personality: The Utility of the Five-Factor Model of Personality

    Science.gov (United States)

    1999-03-01

    Social and Enterprising interests. Costa and McCrae (1998) utilized the Wiggin’s (1979) circumplex model as a basis for developing their Style of...JOB SATISFACTION AND PERSONALITY: THE UTILITY OF THE FIVE-FACTOR MODEL OF PERSONALITY by GREGG F.TANOFF DISTRIBUTION STATEMENT A Approved for...COVERED DISSERTATION 4. TITLE AND SUBTITLE JOB SATISFACTION AND PERSONLAITY: THE UTILITY OF THE FIVE-FACTOR MODEL OF PERSONALITY 5. FUNDING NUMBERS

  16. Travelers' use of the WSDOT traffic conditions web site : customer satisfaction evaluation -- Metropolitan Model Deployment Initiative : Seattle, Washington

    Science.gov (United States)

    2000-01-28

    This report presents the results of an evaluation of public use of the Washington State Department of Transportation's (WSDOT) traffic conditions web site. This research was sponsored by the US Department of Transportation to assess customer satisfac...

  17. Improving Patient Flow Utilizing a Collaborative Learning Model.

    Science.gov (United States)

    Tibor, Laura C; Schultz, Stacy R; Cravath, Julie L; Rein, Russell R; Krecke, Karl N

    2016-01-01

    This initiative utilized a collaborative learning approach to increase knowledge and experience in process improvement and systems thinking while targeting improved patient flow in seven radiology modalities. Teams showed improvements in their project metrics and collectively streamlined the flow for 530 patients per day by improving patient lead time, wait time, and first case on-time start rates. In a post-project survey of 50 project team members, 82% stated they had more effective solutions as a result of the process improvement methodology, 84% stated they will be able to utilize the process improvement tools again in the future, and 98% would recommend participating in another project to a colleague.

  18. An investigation on loyalty formation model in e-banking customers: A case study of banking industry

    OpenAIRE

    Mahmood Reza Esmaeili; Amir Hooshang Nazarpoori; Masumeh Najafi

    2013-01-01

    E-banking plays an important role on increasing customer satisfaction and helps industry grow faster. Most banks try to retain their customers by introducing more electronic services to facilitate banking transactions. Creating loyalty through providing better banking services is a new area of research. In fact, e-loyalty can be directly impacted by e-satisfaction, e-trust, and indirectly influenced by e-services, perceived value, reputation, and habit. Therefore, the present paper deals with...

  19. Expected Utility and Catastrophic Risk in a Stochastic Economy-Climate Model

    NARCIS (Netherlands)

    Ikefuji, M.; Laeven, R.J.A.; Magnus, J.R.; Muris, C.H.M.

    2010-01-01

    In the context of extreme climate change, we ask how to conduct expected utility analysis in the presence of catastrophic risks. Economists typically model decision making under risk and uncertainty by expected util- ity with constant relative risk aversion (power utility); statisticians typi- cally

  20. relating customer satisfaction to customer profitability

    African Journals Online (AJOL)

    PROF EKWUEME

    KEYWORDS: Customer satisfaction; customer profitability; purchase behaviour; repurchase intensions; attitudes. INTRODUCTION .... and job satisfaction among the supplier's personnel. According to Soderlund (1998:169), as .... Dangote Group is currently the largest industrial conglomerate in West Africa, and one.

  1. The utility of Earth system Models of Intermediate Complexity

    NARCIS (Netherlands)

    Weber, S.L.

    2010-01-01

    Intermediate-complexity models are models which describe the dynamics of the atmosphere and/or ocean in less detail than conventional General Circulation Models (GCMs). At the same time, they go beyond the approach taken by atmospheric Energy Balance Models (EBMs) or ocean box models by

  2. An Additive-Utility Model of Delay Discounting

    Science.gov (United States)

    Killeen, Peter R.

    2009-01-01

    Goods remote in temporal, spatial, or social distance, or in likelihood, exert less control over our behavior than those more proximate. The decay of influence with distance, of perennial interest to behavioral economists, has had a renaissance in the study of delay discounting. By developing discount functions from marginal utilities, this…

  3. Mathematical model of a utility firm. Executive summary

    Energy Technology Data Exchange (ETDEWEB)

    1983-08-21

    The project was aimed at developing an understanding of the economic and behavioral processes that take place within a utility firm, and without it. This executive summary, one of five documents, gives the project goals and objectives, outlines the subject areas of investigation, discusses the findings and results, and finally considers applications within the electric power industry and future research directions. (DLC)

  4. Knowledge Management Models And Their Utility To The Effective ...

    African Journals Online (AJOL)

    Although indigenous knowledge is key to the development of sub Saharan Africa and the preservation of its societal memory, it is fast disappearing due to a variety of reasons. One of the strategies that may assist in the management and preservation of indigenous knowledge is the utilization of knowledge management ...

  5. Procuring load curtailment from local customers under uncertainty.

    Science.gov (United States)

    Mijatović, Aleksandar; Moriarty, John; Vogrinc, Jure

    2017-08-13

    Demand side response (DSR) provides a flexible approach to managing constrained power network assets. This is valuable if future asset utilization is uncertain. However there may be uncertainty over the process of procurement of DSR from customers. In this context we combine probabilistic modelling, simulation and optimization to identify economically optimal procurement policies from heterogeneous customers local to the asset, under chance constraints on the adequacy of the procured DSR. Mathematically this gives rise to a search over permutations, and we provide an illustrative example implementation and case study.This article is part of the themed issue 'Energy management: flexibility, risk and optimization'. © 2017 The Author(s).

  6. Social Customer Relationship Management : Maximizing Customer Relationships

    OpenAIRE

    Leino, Jarkko

    2016-01-01

    The Internet and digitalization have changed the buying behaviour of customers and challenged businesses to create new ways to bring value to their customers. Old ways of mass mailing, pushy advertisements and cold calls are vanishing from the scene as they are only disturbing the customers and adding bringing value. The modern customer is intelligent and demanding individual who is making the decisions using lots of information and seeking experiences to fulfil their expectations. Sales ...

  7. Turn customer input into innovation.

    Science.gov (United States)

    Ulwick, Anthony W

    2002-01-01

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

  8. An Analysis/Synthesis System of Audio Signal with Utilization of an SN Model

    OpenAIRE

    Turi Nagy, M.; Rozinaj, G.

    2004-01-01

    An SN (sinusoids plus noise) model is a spectral model, in which the periodic components of the sound are represented by sinusoids with time-varying frequencies, amplitudes and phases. The remaining non-periodic components are represented by a filtered noise. The sinusoidal model utilizes physical properties of musical instruments and the noise model utilizes the human inability to perceive the exact spectral shape or the phase of stochastic signals. SN modeling can be applied in a compressio...

  9. Customer Value Controlling ¨C Combining Different Value Perspectives

    OpenAIRE

    Andreas Kramer; Thomas Burgartz

    2015-01-01

    The article begins by presenting a model for the structuring of customer data which can be used to demonstrate the value of data in different forms of aggregation. Since Customer Value plays a crucial role in this model the term is examined more closely. As part of a value-based customer relationship management critical parameters are customer benefits and customer profitability. Both perspectives are included in the term Customer Value. A segmentation approach is shown which integrates the k...

  10. Modeling energy flexibility of low energy buildings utilizing thermal mass

    DEFF Research Database (Denmark)

    Foteinaki, Kyriaki; Heller, Alfred; Rode, Carsten

    2016-01-01

    to match the production patterns, shifting demand from on-peak hours to off-peak hours. Buildings could act as flexibility suppliers to the energy system, through load shifting potential, provided that the large thermal mass of the building stock could be utilized for energy storage. In the present study......In the future energy system a considerable increase in the penetration of renewable energy is expected, challenging the stability of the system, as both production and consumption will have fluctuating patterns. Hence, the concept of energy flexibility will be necessary in order for the consumption...... the load shifting potential of an apartment of a low energy building in Copenhagen is assessed, utilizing the heat storage capacity of the thermal mass when the heating system is switched off for relieving the energy system. It is shown that when using a 4-hour preheating period before switching off...

  11. SEMPATH Ontology: modeling multidisciplinary treatment schemes utilizing semantics.

    Science.gov (United States)

    Alexandrou, Dimitrios Al; Pardalis, Konstantinos V; Bouras, Thanassis D; Karakitsos, Petros; Mentzas, Gregoris N

    2012-03-01

    A dramatic increase of demand for provided treatment quality has occurred during last decades. The main challenge to be confronted, so as to increase treatment quality, is the personalization of treatment, since each patient constitutes a unique case. Healthcare provision encloses a complex environment since healthcare provision organizations are highly multidisciplinary. In this paper, we present the conceptualization of the domain of clinical pathways (CP). The SEMPATH (SEMantic PATHways) Oontology comprises three main parts: 1) the CP part; 2) the business and finance part; and 3) the quality assurance part. Our implementation achieves the conceptualization of the multidisciplinary domain of healthcare provision, in order to be further utilized for the implementation of a Semantic Web Rules (SWRL rules) repository. Finally, SEMPATH Ontology is utilized for the definition of a set of SWRL rules for the human papillomavirus) disease and its treatment scheme. © 2012 IEEE

  12. Development of a custom OMI NO2 data product for evaluating biases in a regional chemistry transport model

    Science.gov (United States)

    Kuhlmann, G.; Lam, Y. F.; Cheung, H. M.; Hartl, A.; Fung, J. C. H.; Chan, P. W.; Wenig, M. O.

    2015-05-01

    In this paper, we present the custom Hong Kong NO2 retrieval (HKOMI) for the Ozone Monitoring Instrument (OMI) on board the Aura satellite which was used to evaluate a high-resolution chemistry transport model (CTM) (3 km x 3 km spatial resolution). The atmospheric chemistry transport was modelled in the Pearl River Delta (PRD) region in southern China by the Models-3 Community Multiscale Air Quality (CMAQ) modelling system from October 2006 to January 2007. In the HKOMI NO2 retrieval, tropospheric air mass factors (AMFs) were recalculated using high-resolution ancillary parameters of surface reflectance, a priori NO2 and aerosol profiles, of which the latter two were taken from the CMAQ simulation. We tested the influence of the ancillary parameters on the data product using four different aerosol parametrizations. Ground-level measurements by the PRD Regional Air Quality Monitoring (RAQM) network were used as additional independent measurements. The HKOMI retrieval increases estimated tropospheric NO2 vertical column densities (VCD) by (+31 ± 38)%, when compared to NASA's standard product (OMNO2-SP), and improves the normalized mean bias (NMB) between satellite and ground observations by 26 percentage points from -41 to -15%. The individual influences of the parameters are (+11.4 ± 13.4)% for NO2 profiles, (+11.0 ± 20.9)% for surface reflectance and (+6.0 ± 8.4)% for the best aerosol parametrization. The correlation coefficient r is low between ground and satellite observations (r = 0.35). The low r and the remaining NMB can be explained by the low model performance and the expected differences when comparing point measurements with area-averaged satellite observations. The correlation between CMAQ and the RAQM network is low (r ~ 0.3) and the model underestimates the NO2 concentrations in the northwestern model domain (Foshan and Guangzhou). We compared the CMAQ NO2 time series of the two main plumes with our best OMI NO2 data set (HKOMI-4). The model

  13. King customer forever: Customer satisfaction and beyond

    Directory of Open Access Journals (Sweden)

    Myuers James

    2004-01-01

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

  14. Customer-experienced rapid prototyping

    Science.gov (United States)

    Zhang, Lijuan; Zhang, Fu; Li, Anbo

    2008-12-01

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

  15. Estimating unconstrained demand rate functions using customer choice sets

    NARCIS (Netherlands)

    Haensel, A.; Koole, G.M.

    2011-01-01

    A good demand forecast should be at the heart of every revenue management model. Yet most demand models focus on product demand and do not incorporate customer choice behavior under offered alternatives. We use the ideas of customer choice sets to model the customer's buying behavior. A customer

  16. A Measurement of Civil Engineering Customer Satisfaction.

    Science.gov (United States)

    1987-09-01

    The purpose of this study was to examine and quantify the perceptions of USAF Civil Engineering customers. Customer satisfaction is not a traditional...military and civilian building managers. (3) Determine the representativeness of a previous TAC-specific study on customer satisfaction . In terms of...the customer satisfaction model developed in this study, timeliness was the most important factor to all sample subgroups. Quality control, closeness to

  17. Quality and customer satisfaction: A case study in Brazil

    Science.gov (United States)

    Barcellos, Paulo Fernando Pinto

    The dissertation deals with the case of CEEE-Companhia Estadual de Energia Eletrica, an electric power utility located in Rio Grande do Sul, the southernmost state of Brazil. Customer satisfaction with the services provided by CEEE is investigated within three groups of consumers: residential, commercial, and industrial. The purpose of the dissertation is to find answers to the following research questions: (1) What is service quality in public utilities, and particularly in an electric power company? (2) What service quality dimensions do customers want to be provided and favor the most? (3) How does the market measure service quality? (4) What should be done by companies, and particularly by an electric utility monopoly, to increase the performance of the rendered service? (5) How does this impact customer satisfaction, retention, and intention to recommend? and (6) How do we start a company-wide quality program provided that the resources are scarce and therefore priorities should be set forth? To investigate the posed questions, the study begins with an exploratory survey of CEEE's Board. The survey is followed by qualitative research of the three customer groups. After qualitative analysis of the data is concluded, questionnaires for the quantitative research, as well as hypothetical models, are developed. Dillman's "Total Design Method" is used to design the questionnaires. The basic ACSI (American Customer Satisfaction Model) is used to approach customer satisfaction. Data are processed by PLS (Partial Least Squares) which follows the procedure developed at the National Quality Research Center of the University of Michigan Business School. In summary, commercial customers are the most dissatisfied with the services provided by CEEE, while residential customers are the most satisfied. To improve quality, priority should be placed on commercial customers and include efforts to improve productivity gains throughout the company. Also, CEEE's image should be

  18. The Role of Relational Reward Benefits for Developing the Non-Financial Value of a Customer to an Organization: Structural Equation Modeling Approach

    Directory of Open Access Journals (Sweden)

    Enny Kristiani

    2014-10-01

    Full Text Available Research on the customer value to an organization has been widely explored, yet most studies only determined on the financial value based on the customer’s purchasing behavior. The value of customers beyond their purchasing behavior –defined as the relational worth - has not been commonly captured yet. This non-financial value is one of the drivers in retaining customers, hence it becomes a crucial factor in preserving the profitability of the organization. For this reason, this paper aims to examine the customer non-financial valuations of a loyalty reward program. The scope of the study covered a reward program involving consumer exertions in the context of a Frequent Flyer Program (FFP offered by an airline in Indonesia. The hypotheses are empirically tested with a sample of FFP members conducted through an online survey (n=475. The data were statistically analyzed using structural equation modeling (SEM as a first order construct. Results indicate that the perceived social rewards lead to an affective and normative commitment as well as consumers’ satisfaction, while the economic reward did not have an effect on developing affective bonds with members for long-term relationships. The relational benefit offered through the FFP creates affectively and normatively committed members who produce relational behaviors, in terms of WOM, immunity, openness and acquiescence of the members to the airline. Furthermore, the FFP members produced social behaviors toward the airline when they felt satisfied with their relational exchanges.

  19. Computer-aided design and computer-aided modeling (CAD/CAM) generated surgical splints, cutting guides and custom-made implants: Which indications in orthognathic surgery?

    Science.gov (United States)

    Scolozzi, P

    2015-12-01

    The purpose of the present report was to describe our indications, results and complications of computer-aided design and computer-aided modeling CAD/CAM surgical splints, cutting guides and custom-made implants in orthognathic surgery. We analyzed the clinical and radiological data of ten consecutive patients with dentofacial deformities treated using a CAD/CAM technique. Four patients had surgical splints and cutting guides for correction of maxillomandibular asymmetries, three had surgical cutting guides and customized internal distractors for correction of severe maxillary deficiencies and three had custom-made implants for additional chin contouring and/or mandibular defects following bimaxillary osteotomies and sliding genioplasty. We recorded age, gender, dentofacial deformity, surgical procedure and intra- and postoperative complications. All of the patients had stable cosmetic results with a high rate of patient satisfaction at the 1-year follow-up examination. No intra- and/or postoperative complications were encountered during any of the different steps of the procedure. This study demonstrated that the application of CAD/CAM patient-specific surgical splints, cutting guides and custom-made implants in orthognathic surgery allows for a successful outcome in the ten patients presented in this series. Copyright © 2015 Elsevier Masson SAS. All rights reserved.

  20. 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

  1. Expected Utility and Sequential Elimination Models of Career Decision Making.

    Science.gov (United States)

    Shaffer, Michal; Lichtenberg, James W.

    Decision-making strategies have traditionally been classified as either prescriptive/normative or descriptive/behavioral in nature. Proponents of prescriptive/normative decision-making models attempt to develop procedures for making optimal decisions while proponents of the descriptive/behavioral models look for a choice that meets a minimal set…

  2. On the Utility of Island Models in Dynamic Optimization

    DEFF Research Database (Denmark)

    Lissovoi, Andrei; Witt, Carsten

    2015-01-01

    A simple island model with λ islands and migration occurring after every τ iterations is studied on the dynamic fitness function Maze. This model is equivalent to a (1+λ) EA if τ=1, i.e., migration occurs during every iteration. It is proved that even for an increased offspring population size up...

  3. Creating a Linear Model to Optimize Satellite Communication Bandwidth Utilization

    National Research Council Canada - National Science Library

    Stone, David A

    2006-01-01

    .... The paper then presents an example of a linear model that could be expanded for implementation and used for actual problem analysis. The final section of the paper describes areas that require further study and additional steps that must be taken to convert the concept presented in this paper to an actual model suitable for use.

  4. Inter-organizational ties and total customer solution strategic positioning from delta model: a research about dyad supplier-client on B2B.

    Directory of Open Access Journals (Sweden)

    Mateus Tavares da Silva Cozer

    2008-12-01

    Full Text Available The basic issue of the strategic management process is to determine how firmsachieve and sustain competitive advantage. In this sense, this paper aims toanalyze the links between a firm’s competitive positioning and the inter-organizationalties created with its customers as a way to achieve sustainable competitiveadvantage. The focus of the study is to describe the competitive process accordingto the Delta Model developed by Hax and Wilde II, which proposes three strategicpositioning options. The study describes the process of competitive positioningthrough inter-organizational ties and customer bonding under a strategic marketingperspective. From a methodological point of view, a literature review wasdone focusing on two theoretical subjects: competitive positioning and strategicmarketing. Finally the results of an empiric research on a public relations companyare presented. The study´s contribution is providing empirical support forthe Delta Model.

  5. Customer relationship management implementation in the small and medium enterprise

    Science.gov (United States)

    Nugroho, Agus; Suharmanto, Agus; Masugino

    2018-03-01

    To win the global competition and sustain the business, small and medium enterprise shall implement a reliable information technology application to support their customer data base, production and sales as well as marketing management. This paper addresses the implementation of Customer Relationship Management (CRM) in small and medium enterprise, CV. Densuko Jaya. It is a small and medium enterprises in Semarang, Central Java, Republic of Indonesia deal with rubber processing industry supply chain. ADDIE model utilized in study to setup the CRM functionality at these enterprises. The aim of the authors is to present the benefits resulting from the application of CRM technologies at these enterprises to solve their chronicle issues in the field of integrated customer data base, production management process and sales automation in order to boost their business in the near future. Training and coaching have been delivered to the enterprises staffs and management to ensure that they can execute the system.

  6. Impact of customer churn [or turnover] on profitability. Final report

    International Nuclear Information System (INIS)

    Hamblin, D.; Ratchford, B.T.

    1998-12-01

    This report responds to a concern of a newly deregulated industry about the impact of customer churn, or turnover, on both the bottom line and staying power of incumbent utility distribution companies and new-entrant energy services providers. This research effort identifies those issues that will be of greatest importance to an energy service provider within a historical context that looks at churn impacts in other industries in the US as well as privatized electricity markets abroad. Churn and price maintenance or market power impacts on profitability are examined by looking at privatization and deregulation experiences within the context of economics. The report also looks at the marketing literature describing and modeling customer satisfaction, customer churn or retention, and price maintenance or market power

  7. Predictive Modeling of Defibrillation utilizing Hexahedral and Tetrahedral Finite Element Models: Recent Advances

    Science.gov (United States)

    Triedman, John K.; Jolley, Matthew; Stinstra, Jeroen; Brooks, Dana H.; MacLeod, Rob

    2008-01-01

    ICD implants may be complicated by body size and anatomy. One approach to this problem has been the adoption of creative, extracardiac implant strategies using standard ICD components. Because data on safety or efficacy of such ad hoc implant strategies is lacking, we have developed image-based finite element models (FEMs) to compare electric fields and expected defibrillation thresholds (DFTs) using standard and novel electrode locations. In this paper, we review recently published studies by our group using such models, and progress in meshing strategies to improve efficiency and visualization. Our preliminary observations predict that they may be large changes in DFTs with clinically relevant variations of electrode placement. Extracardiac ICDs of various lead configurations are predicted to be effective in both children and adults. This approach may aid both ICD development and patient-specific optimization of electrode placement, but the simplified nature of current models dictates further development and validation prior to clinical or industrial utilization. PMID:18817926

  8. Customer relationship management

    OpenAIRE

    Gudeliūnas, Mindaugas

    2016-01-01

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

  9. Managing customer knowledge

    OpenAIRE

    2013-01-01

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

  10. Tritium Specific Adsorption Simulation Utilizing the OSPREY Model

    Energy Technology Data Exchange (ETDEWEB)

    Veronica Rutledge; Lawrence Tavlarides; Ronghong Lin; Austin Ladshaw

    2013-09-01

    During the processing of used nuclear fuel, volatile radionuclides will be discharged to the atmosphere if no recovery processes are in place to limit their release. The volatile radionuclides of concern are 3H, 14C, 85Kr, and 129I. Methods are being developed, via adsorption and absorption unit operations, to capture these radionuclides. It is necessary to model these unit operations to aid in the evaluation of technologies and in the future development of an advanced used nuclear fuel processing plant. A collaboration between Fuel Cycle Research and Development Offgas Sigma Team member INL and a NEUP grant including ORNL, Syracuse University, and Georgia Institute of Technology has been formed to develop off gas models and support off gas research. This report is discusses the development of a tritium specific adsorption model. Using the OSPREY model and integrating it with a fundamental level isotherm model developed under and experimental data provided by the NEUP grant, the tritium specific adsorption model was developed.

  11. Context Analysis of Customer Requests using a Hybrid Adaptive Neuro Fuzzy Inference System and Hidden Markov Models in the Natural Language Call Routing Problem

    Science.gov (United States)

    Rustamov, Samir; Mustafayev, Elshan; Clements, Mark A.

    2018-04-01

    The context analysis of customer requests in a natural language call routing problem is investigated in the paper. One of the most significant problems in natural language call routing is a comprehension of client request. With the aim of finding a solution to this issue, the Hybrid HMM and ANFIS models become a subject to an examination. Combining different types of models (ANFIS and HMM) can prevent misunderstanding by the system for identification of user intention in dialogue system. Based on these models, the hybrid system may be employed in various language and call routing domains due to nonusage of lexical or syntactic analysis in classification process.

  12. 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.

  13. Customer Satisfaction with Training Programs.

    Science.gov (United States)

    Mulder, Martin

    2001-01-01

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

  14. Evaluating the performance and utility of regional climate models

    DEFF Research Database (Denmark)

    Christensen, Jens H.; Carter, Timothy R.; Rummukainen, Markku

    2007-01-01

    This special issue of Climatic Change contains a series of research articles documenting co-ordinated work carried out within a 3-year European Union project 'Prediction of Regional scenarios and Uncertainties for Defining European Climate change risks and Effects' (PRUDENCE). The main objective...... weather events and (7) implications of the results for policy. A paper summarising the related MICE (Modelling the Impact of Climate Extremes) project is also included. The second part of the issue contains 12 articles that focus in more detail on some of the themes summarised in the overarching papers....... The PRUDENCE results represent the first comprehensive, continental-scale intercomparison and evaluation of high resolution climate models and their applications, bringing together climate modelling, impact research and social sciences expertise on climate change....

  15. Recursive inter-generational utility in global climate risk modeling

    Energy Technology Data Exchange (ETDEWEB)

    Minh, Ha-Duong [Centre International de Recherche sur l' Environnement et le Developpement (CIRED-CNRS), 75 - Paris (France); Treich, N. [Institut National de Recherches Agronomiques (INRA-LEERNA), 31 - Toulouse (France)

    2003-07-01

    This paper distinguishes relative risk aversion and resistance to inter-temporal substitution in climate risk modeling. Stochastic recursive preferences are introduced in a stylized numeric climate-economy model using preliminary IPCC 1998 scenarios. It shows that higher risk aversion increases the optimal carbon tax. Higher resistance to inter-temporal substitution alone has the same effect as increasing the discount rate, provided that the risk is not too large. We discuss implications of these findings for the debate upon discounting and sustainability under uncertainty. (author)

  16. Medical Specialty Decision Model: Utilizing Social Cognitive Career Theory

    Science.gov (United States)

    Gibson, Denise D.; Borges, Nicole J.

    2004-01-01

    Objectives: The purpose of this study was to develop a working model to explain medical specialty decision-making. Using Social Cognitive Career Theory, we examined personality, medical specialty preferences, job satisfaction, and expectations about specialty choice to create a conceptual framework to guide specialty choice decision-making.…

  17. Modeling Resource Utilization of a Large Data Acquisition System

    CERN Document Server

    AUTHOR|(SzGeCERN)756497; The ATLAS collaboration; Garcia Garcia, Pedro Javier; Vandelli, Wainer; Froening, Holger

    2017-01-01

    The ATLAS 'Phase-II' upgrade, scheduled to start in 2024, will significantly change the requirements under which the data-acquisition system operates. The input data rate, currently fixed around 150 GB/s, is anticipated to reach 5 TB/s. In order to deal with the challenging conditions, and exploit the capabilities of newer technologies, a number of architectural changes are under consideration. Of particular interest is a new component, known as the Storage Handler, which will provide a large buffer area decoupling real-time data taking from event filtering. Dynamic operational models of the upgraded system can be used to identify the required resources and to select optimal techniques. In order to achieve a robust and dependable model, the current data-acquisition architecture has been used as a test case. This makes it possible to verify and calibrate the model against real operation data. Such a model can then be evolved toward the future ATLAS Phase-II architecture. In this paper we introduce the current ...

  18. Modelling Resource Utilization of a Large Data Acquisition System

    CERN Document Server

    Santos, Alejandro; The ATLAS collaboration

    2017-01-01

    The ATLAS 'Phase-II' upgrade, scheduled to start in 2024, will significantly change the requirements under which the data-acquisition system operates. The input data rate, currently fixed around 150 GB/s, is anticipated to reach 5 TB/s. In order to deal with the challenging conditions, and exploit the capabilities of newer technologies, a number of architectural changes are under consideration. Of particular interest is a new component, known as the Storage Handler, which will provide a large buffer area decoupling real-time data taking from event filtering. Dynamic operational models of the upgraded system can be used to identify the required resources and to select optimal techniques. In order to achieve a robust and dependable model, the current data-acquisition architecture has been used as a test case. This makes it possible to verify and calibrate the model against real operation data. Such a model can then be evolved toward the future ATLAS Phase-II architecture. In this paper we introduce the current ...

  19. Lunar-Forming Giant Impact Model Utilizing Modern Graphics ...

    Indian Academy of Sciences (India)

    2016-01-27

    Jan 27, 2016 ... Recent giant impact models focus on producing a circumplanetary disk of the proper composition around the Earth and defer to earlier works for the accretion of this disk into the Moon. The discontinuity between creating the circumplanetary disk and accretion of the Moon is unnatural and lacks simplicity.

  20. Utility Bill Insert for Wastewater Services

    Science.gov (United States)

    Intended for use by wastewater and water supply utilities, one side of the utility bill insert has information for customers that discharge to sanitary sewer systems; the other side is for customers with septic systems.

  1. Effects of Service Quality, Customer Trust and Customer Religious Commitment on Customers Satisfaction and Loyalty of Islamic Banks in East Java

    Directory of Open Access Journals (Sweden)

    Rachmad Hidayat

    2015-10-01

    Full Text Available The purpose of the present study was to describe the relationships among service quality, customer trust and customer religious commitment on customer satisfaction and loyalty of Islamic banks in East Java. Respondents were Islamic banks’ customers domiciled in East Java. A predetermined number of samples were taken by the use of a simple random sampling technique. Analysis was performed using the Structural Equation Modeling (SEM. Results indicated that service quality and customer trust of Islamic banks jointly had significant effects on customer satisfaction. Service quality and customer trust had direct and indirect effects on customer loyalty mediated by satisfaction of Islamic banks’ customer in East Java. Religious commitment had no direct and indirect effect on customer satisfaction and customer loyalty.DOI: 10.15408/aiq.v7i2.1681

  2. Asset transformation and the challenges to servitize a utility business model

    International Nuclear Information System (INIS)

    Helms, Thorsten

    2016-01-01

    The traditional energy utility business model is under pressure, and energy services are expected to play an important role for the energy transition. Experts and scholars argue that utilities need to innovate their business models, and transform from commodity suppliers to service providers. The transition from a product-oriented, capital-intensive business model based on tangible assets, towards a service-oriented, expense-intensive business model based on intangible assets may present great managerial and organizational challenges. Little research exists about such transitions for capital-intensive commodity providers, and particularly energy utilities, where the challenges to servitize are expected to be greatest. This qualitative paper explores the barriers to servitization within selected Swiss and German utility companies through a series of interviews with utility managers. One of them is ‘asset transformation’, the shift from tangible to intangible assets as major input factor for the value proposition, which is proposed as a driver for the complexity of business model transitions. Managers need to carefully manage those challenges, and find ways to operate both new service and established utility business models aside. Policy makers can support the transition of utilities through more favorable regulatory frameworks for energy services, and by supporting the exchange of knowledge in the industry. - Highlights: •The paper analyses the expected transformation of utilities into service-providers. •Service and utility business models possess very different attributes. •The former is based on intangible, the latter on tangible assets. •The transformation into a service-provider is related with great challenges. •Asset transformation is proposed as a barrier for business model innovation.

  3. Customer service of convenience stores / by K. Kleynhans

    OpenAIRE

    Kleynhans, Karin Belinda Margerete

    2008-01-01

    This study researches the topic customer service of convenience sores. Two objectives are set, namely to measure the customer service levels of convenience stores, and then to determine if any differences exist between customer perceptions and customer expectations. The literature review covers two models of service quality, namely the Kano model and the SERVQUAL model. Both the Kano model and the SERVQUAL model are client service models that currently exist in practice. The Kano model pro...

  4. Customer satisfaction and competencies

    DEFF Research Database (Denmark)

    Gritti, Paola; Foss, Nicolai Juul

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

  5. Regional Differences in Demand for Coal as A Basis for Development of A Product Distribution Model for Mining Companies in the Individual Customers Segment

    Science.gov (United States)

    Magda, Roman; Bogacz, Paweł; Franik, Tadeusz; Celej, Maciej; Migza, Marcin

    2014-10-01

    The article presents a proposal of methodology based on the process of relationship marketing, serving to determine the level of demand for coal in the individual customer segment, as well as fuel distribution model for this customer group in Poland developed on the basis of this methodology. It also includes selected results of tests carried out using the proposed methods. These proposals have been defined on the basis of market capacity indicators, which can be determined for the district level based on data from the Polish Central Statistical Office. The study also included the use of linear programming, based on the cost of coal logistics, data concerning railway, road and storage infrastructure present on the Polish market and taking into account the legal aspects. The presented results may provide a basis for mining companies to develop a system of coal distribution management in the locations with the highest demand values.

  6. Decision modelling tools for utilities in the deregulated energy market

    Energy Technology Data Exchange (ETDEWEB)

    Makkonen, S. [Process Vision Oy, Helsinki (Finland)

    2005-07-01

    This thesis examines the impact of the deregulation of the energy market on decision making and optimisation in utilities and demonstrates how decision support applications can solve specific encountered tasks in this context. The themes of the thesis are presented in different frameworks in order to clarify the complex decision making and optimisation environment where new sources of uncertainties arise due to the convergence of energy markets, globalisation of energy business and increasing competition. This thesis reflects the changes in the decision making and planning environment of European energy companies during the period from 1995 to 2004. It also follows the development of computational performance and evolution of energy information systems during the same period. Specifically, this thesis consists of studies at several levels of the decision making hierarchy ranging from top-level strategic decision problems to specific optimisation algorithms. On the other hand, the studies also follow the progress of the liberalised energy market from the monopolistic era to the fully competitive market with new trading instruments and issues like emissions trading. This thesis suggests that there is an increasing need for optimisation and multiple criteria decision making methods, and that new approaches based on the use of operations research are welcome as the deregulation proceeds and uncertainties increase. Technically, the optimisation applications presented are based on Lagrangian relaxation techniques and the dedicated Power Simplex algorithm supplemented with stochastic scenario analysis for decision support, a heuristic method to allocate common benefits and potential losses of coalitions of power companies, and an advanced Branch- and-Bound algorithm to solve efficiently nonconvex optimisation problems. The optimisation problems are part of the operational and tactical decision making process that has become very complex in the recent years. Similarly

  7. Decision modelling tools for utilities in the deregulated energy market

    International Nuclear Information System (INIS)

    Makkonen, S.

    2005-01-01

    This thesis examines the impact of the deregulation of the energy market on decision making and optimisation in utilities and demonstrates how decision support applications can solve specific encountered tasks in this context. The themes of the thesis are presented in different frameworks in order to clarify the complex decision making and optimisation environment where new sources of uncertainties arise due to the convergence of energy markets, globalisation of energy business and increasing competition. This thesis reflects the changes in the decision making and planning environment of European energy companies during the period from 1995 to 2004. It also follows the development of computational performance and evolution of energy information systems during the same period. Specifically, this thesis consists of studies at several levels of the decision making hierarchy ranging from top-level strategic decision problems to specific optimisation algorithms. On the other hand, the studies also follow the progress of the liberalised energy market from the monopolistic era to the fully competitive market with new trading instruments and issues like emissions trading. This thesis suggests that there is an increasing need for optimisation and multiple criteria decision making methods, and that new approaches based on the use of operations research are welcome as the deregulation proceeds and uncertainties increase. Technically, the optimisation applications presented are based on Lagrangian relaxation techniques and the dedicated Power Simplex algorithm supplemented with stochastic scenario analysis for decision support, a heuristic method to allocate common benefits and potential losses of coalitions of power companies, and an advanced Branch- and-Bound algorithm to solve efficiently nonconvex optimisation problems. The optimisation problems are part of the operational and tactical decision making process that has become very complex in the recent years. Similarly

  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. Customer Lifetime Value Measurement

    OpenAIRE

    Sharad Borle; Siddharth S. Singh; Dipak C. Jain

    2008-01-01

    The measurement of customer lifetime value is important because it is used as a metric in evaluating decisions in the context of customer relationship management. For a firm, it is important to form some expectations as to the lifetime value of each customer at the time a customer starts doing business with the firm, and at each purchase by the customer. In this paper, we use a hierarchical Bayes approach to estimate the lifetime value of each customer at each purchase occasion by jointly mod...

  10. Biomimetic peptide-based models of [FeFe]-hydrogenases: utilization of phosphine-containing peptides

    Energy Technology Data Exchange (ETDEWEB)

    Roy, Souvik [Department of Chemistry and Biochemistry; Arizona State University; Tempe, USA; Nguyen, Thuy-Ai D. [Department of Chemistry and Biochemistry; Arizona State University; Tempe, USA; Gan, Lu [Department of Chemistry and Biochemistry; Arizona State University; Tempe, USA; Jones, Anne K. [Department of Chemistry and Biochemistry; Arizona State University; Tempe, USA

    2015-01-01

    Peptide based models for [FeFe]-hydrogenase were synthesized utilizing unnatural phosphine-amino acids and their electrocatalytic properties were investigated in mixed aqueous-organic solvents.

  11. Computer model for estimating electric utility environmental noise

    International Nuclear Information System (INIS)

    Teplitzky, A.M.; Hahn, K.J.

    1991-01-01

    This paper reports on a computer code for estimating environmental noise emissions from the operation and the construction of electric power plants that was developed based on algorithms. The computer code (Model) is used to predict octave band sound power levels for power plant operation and construction activities on the basis of the equipment operating characteristics and calculates off-site sound levels for each noise source and for an entire plant. Estimated noise levels are presented either as A-weighted sound level contours around the power plant or as octave band levels at user defined receptor locations. Calculated sound levels can be compared with user designated noise criteria, and the program can assist the user in analyzing alternative noise control strategies

  12. Utilization of FEM model for steel microstructure determination

    Science.gov (United States)

    Kešner, A.; Chotěborský, R.; Linda, M.; Hromasová, M.

    2018-02-01

    Agricultural tools which are used in soil processing, they are worn by abrasive wear mechanism cases by hard minerals particles in the soil. The wear rate is influenced by mechanical characterization of tools material and wear rate is influenced also by soil mineral particle contents. Mechanical properties of steel can be affected by a technology of heat treatment that it leads to a different microstructures. Experimental work how to do it is very expensive and thanks to numerical methods like FEM we can assumed microstructure at low cost but each of numerical model is necessary to be verified. The aim of this work has shown a procedure of prediction microstructure of steel for agricultural tools. The material characterizations of 51CrV4 grade steel were used for numerical simulation like TTT diagram, heat capacity, heat conduction and other physical properties of material. A relationship between predicted microstructure by FEM and real microstructure after heat treatment shows a good correlation.

  13. Utilizing Chamber Data for Developing and Validating Climate Change Models

    Science.gov (United States)

    Monje, Oscar

    2012-01-01

    Controlled environment chambers (e.g. growth chambers, SPAR chambers, or open-top chambers) are useful for measuring plant ecosystem responses to climatic variables and CO2 that affect plant water relations. However, data from chambers was found to overestimate responses of C fluxes to CO2 enrichment. Chamber data may be confounded by numerous artifacts (e.g. sidelighting, edge effects, increased temperature and VPD, etc) and this limits what can be measured accurately. Chambers can be used to measure canopy level energy balance under controlled conditions and plant transpiration responses to CO2 concentration can be elucidated. However, these measurements cannot be used directly in model development or validation. The response of stomatal conductance to CO2 will be the same as in the field, but the measured response must be recalculated in such a manner to account for differences in aerodynamic conductance, temperature and VPD between the chamber and the field.

  14. Optimal pricing and lot-sizing policies for an economic production quantity model with non-instantaneous deteriorating items, permissible delay in payments, customer returns, and inflation

    DEFF Research Database (Denmark)

    Ghoreishi, Maryam; Mirzazadeh, Abolfazl; Nakhai Kamalabadi, Isa

    2014-01-01

    . The effects of time value of money are studied using the Discounted Cash Flow approach. The main objective is to determine the optimal selling price, the optimal length of the production period, and the optimal length of inventory cycle simultaneously such that the present value of total profit is maximized....... An efficient algorithm is presented to find the optimal solution of the developed model. Finally, a numerical example is extracted to solve the presented inventory model using our proposed algorithm, and the effects of the customer returns, inflation, and delay in payments are also discussed....

  15. Microsoft Access Small Business Solutions State-of-the-Art Database Models for Sales, Marketing, Customer Management, and More Key Business Activities

    CERN Document Server

    Hennig, Teresa; Linson, Larry; Purvis, Leigh; Spaulding, Brent

    2010-01-01

    Database models developed by a team of leading Microsoft Access MVPs that provide ready-to-use solutions for sales, marketing, customer management and other key business activities for most small businesses. As the most popular relational database in the world, Microsoft Access is widely used by small business owners. This book responds to the growing need for resources that help business managers and end users design and build effective Access database solutions for specific business functions. Coverage includes::; Elements of a Microsoft Access Database; Relational Data Model; Dealing with C

  16. Assessment of performance and utility of mortality prediction models in a single Indian mixed tertiary intensive care unit.

    Science.gov (United States)

    Sathe, Prachee M; Bapat, Sharda N

    2014-01-01

    To assess the performance and utility of two mortality prediction models viz. Acute Physiology and Chronic Health Evaluation II (APACHE II) and Simplified Acute Physiology Score II (SAPS II) in a single Indian mixed tertiary intensive care unit (ICU). Secondary objectives were bench-marking and setting a base line for research. In this observational cohort, data needed for calculation of both scores were prospectively collected for all consecutive admissions to 28-bedded ICU in the year 2011. After excluding readmissions, discharges within 24 h and age predicted mortality had strong association with true mortality (R (2) = 0.98 for APACHE II and R (2) = 0.99 for SAPS II). Both models performed poorly in formal Hosmer-Lemeshow goodness-of-fit testing (Chi-square = 12.8 (P = 0.03) for APACHE II, Chi-square = 26.6 (P = 0.001) for SAPS II) but showed good discrimination (area under receiver operating characteristic curve 0.86 ± 0.013 SE (P care and comparing performances of different units without customization. Considering comparable performance and simplicity of use, efforts should be made to adapt SAPS II.

  17. A marketing view of the customer value: Customer lifetime value and customer equity

    OpenAIRE

    Estrella-Ramon, A. M.; Sanchez-Perez, M.; SWINNEN, Gilbert; VANHOOF, Koen

    2013-01-01

    Throughout this research the customer valuation trend in marketing is going to be reviewed, emphasizing Customer Lifetime Value and Customer Equity measures. The main theoretical contributions in the development and evolution of the Customer Lifetime Value concept are analysed. Customer Lifetime Value is also differentiated from Customer Equity and Customer Profitability analysis to estimate customer value in terms of firm profitability. Customer Lifetime Value and Customer Equity concepts ar...

  18. Modelling of limestone injection for SO2 capture in a coal fired utility boiler

    International Nuclear Information System (INIS)

    Kovacik, G.J.; Reid, K.; McDonald, M.M.; Knill, K.

    1997-01-01

    A computer model was developed for simulating furnace sorbent injection for SO 2 capture in a full scale utility boiler using TASCFlow TM computational fluid dynamics (CFD) software. The model makes use of a computational grid of the superheater section of a tangentially fired utility boiler. The computer simulations are three dimensional so that the temperature and residence time distribution in the boiler could be realistically represented. Results of calculations of simulated sulphur capture performance of limestone injection in a typical utility boiler operation were presented

  19. 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...

  20. Effects of Service Quality, Customer Trust and Customer Religious Commitment on Customers Satisfaction and Loyalty of Islamic Banks in East Java

    OpenAIRE

    Rachmad Hidayat; Sabarudin Akhmad; Machmud Machmud

    2015-01-01

    The purpose of the present study was to describe the relationships among service quality, customer trust and customer religious commitment on customer satisfaction and loyalty of Islamic banks in East Java. Respondents were Islamic banks’ customers domiciled in East Java. A predetermined number of samples were taken by the use of a simple random sampling technique. Analysis was performed using the Structural Equation Modeling (SEM). Results indicated that service quality and customer trust of...

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

    OpenAIRE

    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 evaluation of customer service by consumers has been developed. In the model both consumers' perceptions of customer service offered, and consumers' customer service expectations are assumed to affect pe...

  2. Customer satisfaction with training programs

    NARCIS (Netherlands)

    Mulder, M.

    2001-01-01

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

  3. Customers' evaluation of service

    Directory of Open Access Journals (Sweden)

    J. Tsosa

    2002-12-01

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

  4. Utility of Monte Carlo Modelling for Holdup Measurements.

    Energy Technology Data Exchange (ETDEWEB)

    Belian, Anthony P.; Russo, P. A. (Phyllis A.); Weier, Dennis R. (Dennis Ray),

    2005-01-01

    Non-destructive assay (NDA) measurements performed to locate and quantify holdup in the Oak Ridge K25 enrichment cascade used neutron totals counting and low-resolution gamma-ray spectroscopy. This facility housed the gaseous diffusion process for enrichment of uranium, in the form of UF{sub 6} gas, from {approx} 20% to 93%. Inventory of {sup 235}U inventory in K-25 is all holdup. These buildings have been slated for decontaminatino and decommissioning. The NDA measurements establish the inventory quantities and will be used to assure criticality safety and meet criteria for waste analysis and transportation. The tendency to err on the side of conservatism for the sake of criticality safety in specifying total NDA uncertainty argues, in the interests of safety and costs, for obtaining the best possible value of uncertainty at the conservative confidence level for each item of process equipment. Variable deposit distribution is a complex systematic effect (i.e., determined by multiple independent variables) on the portable NDA results for very large and bulk converters that contributes greatly to total uncertainty for holdup in converters measured by gamma or neutron NDA methods. Because the magnitudes of complex systematic effects are difficult to estimate, computational tools are important for evaluating those that are large. Motivated by very large discrepancies between gamma and neutron measurements of high-mass converters with gamma results tending to dominate, the Monte Carlo code MCNP has been used to determine the systematic effects of deposit distribution on gamma and neutron results for {sup 235}U holdup mass in converters. This paper details the numerical methodology used to evaluate large systematic effects unique to each measurement type, validates the methodology by comparison with measurements, and discusses how modeling tools can supplement the calibration of instruments used for holdup measurements by providing realistic values at well

  5. Customer loyalty program

    OpenAIRE

    Jokinen, Tiina

    2014-01-01

    The objective of the study was to find out the current status and development suggestions for case company’s customer loyalty program in Russia. Both customers' and management’s opinions were clarified, in order to understand, whether those are congruent. Data for this study was collected by using both qualitative and quantitative methods. This study was carried out by sending a customer satisfaction survey for the existing loyalty customers, and by interviewing company’s management. The ...

  6. Effects of Customer Engagement Behavior

    Directory of Open Access Journals (Sweden)

    Katarzyna Żyminkowska

    2017-04-01

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

  7. Understanding customer experience.

    Science.gov (United States)

    Meyer, Christopher; Schwager, Andre

    2007-02-01

    Anyone who has signed up for cell phone service, attempted to claim a rebate, or navigated a call center has probably suffered from a company's apparent indifference to what should be its first concern: the customer experiences that culminate in either satisfaction or disappointment and defection. Customer experience is the subjective response customers have to direct or indirect contact with a company. It encompasses every aspect of an offering: customer care, advertising, packaging, features, ease of use, reliability. Customer experience is shaped by customers' expectations, which largely reflect previous experiences. Few CEOs would argue against the significance of customer experience or against measuring and analyzing it. But many don't appreciate how those activities differ from CRM or just how illuminating the data can be. For instance, the majority of the companies in a recent survey believed they have been providing "superior" experiences to customers, but most customers disagreed. The authors describe a customer experience management (CEM) process that involves three kinds of monitoring: past patterns (evaluating completed transactions), present patterns (tracking current relationships), and potential patterns (conducting inquiries in the hope of unveiling future opportunities). Data are collected at or about touch points through such methods as surveys, interviews, focus groups, and online forums. Companies need to involve every function in the effort, not just a single customer-facing group. The authors go on to illustrate how a cross-functional CEM system is created. With such a system, companies can discover which customers are prospects for growth and which require immediate intervention.

  8. Customer loyalty building

    OpenAIRE

    Nováková, Veronika

    2012-01-01

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

  9. Customer Satisfaction and Switching Cost Toward Trust in the Brand and Customer Retention of Simpati in Jember

    OpenAIRE

    Mohamad Dimyati

    2015-01-01

    The aim of this research was to examine the effects of customer satisfaction towards trust in the brand, switching cost towards trust in the brand, customer satisfaction towards customer retention, switching cost towards customer retention and trust in the brand towards customer retention. A total sample of 120 respondents living in the town of Jember was collected through purposive sampling technique. The model analysis applied was Structural Equation Modeling (SEM). The resul...

  10. Electric retail market options: The customer perspective

    Energy Technology Data Exchange (ETDEWEB)

    Hadley, S.W.; Hillsman, E.L.

    1995-07-01

    This report describes various options that are now available for retail electric customers, or that may become available during the next few years as the electric utility industry restructures. These options include different ways of meeting demand for energy services, different providers of service or points of contact with providers, and different pricing structures for purchased services. Purpose of this document is to examine these options from the customer`s perspective: how might being a retail electric customer in 5--10 years differ from now? Seizing opportunities to reduce cost of electric service is likely to entail working with different service providers; thus, transaction costs are involved. Some of the options considered are speculative. Some transitional options include relocation, customer-built/operated transmission lines, municipalization, self-generation, and long-term contracts with suppliers. All these may change or diminish in a restructured industry. Brokers seem likely to become more common unless restructuring takes the form of mandatory poolcos (wholesale). Some options appear robust, ie, they are likely to become more common regardless of how restructuring is accomplished: increased competition among energy carriers (gas vs electric), real-time pricing, etc. This report identified some of the qualitative differences among the various options. For customers using large amounts of electricity, different alternatives are likely to affect greatly service price, transaction costs, tailoring service to customer preferences, and risks for customer. For retail customers using small amounts of electricity, there may be little difference among the options except service price.

  11. Electricity use and load management in electricity heated one-family houses from customer and utility perspective; Effekten av effekten - Elanvaendning och laststyrning i elvaermda smaahus ur kund- och foeretagsperspektiv

    Energy Technology Data Exchange (ETDEWEB)

    Sernhed, Kerstin

    2004-11-01

    Until recently, the increase in electricity demand and peak power demand has been met by expansion of the electricity production. Today, due to the deregulation of the electricity market, the production capacity is decreasing. Therefore, there is a national interest in finding solutions to peak problems also on the demand side. In the studies described here (Study 1 and 2) ten households in electrically heated houses were examined. In 1999 the utility equipped their customers with a remote metering system (CustCom) that has an in-built load control component. In Study 1, the load pattern of ten households was examined by using energy diaries combined with frequent meter readings (every five minutes) of the load demand for heating, hot water service and domestic electricity use. Household members kept energy diaries over a four-day period in January 2004, noting time, activities and the use of household appliances that run on electricity. The analysis showed that the use of heat-producing household appliances, e.g. sauna, washing machine and dryer, appliances used for cooking, dishwasher and extra electric heaters, contribute to the household's highest peaks. Turning on the sauna and at the same time using the shower equates to a peak load of 7-9 kW. This, in addition to the use of electricity for heating and lighting along alongside electricity use for refrigerators and freezers, results in some households reaching their main fuse level (roughly 13,8 kW for a main fuse of 20 A). This means that the domestic use of electricity makes up a considerable part of the highest peak loads in a household, but the highest peaks occur together with the use of electricity for heating and hot water. In the second study, Study 2, the households participated in a load control experiment, in which the utility was able to turn on and switch off the heating and hot water systems remotely, using the CustCom system. Heating and water heaters were switched off for periods of 1

  12. An Analysis/Synthesis System of Audio Signal with Utilization of an SN Model

    Directory of Open Access Journals (Sweden)

    G. Rozinaj

    2004-12-01

    Full Text Available An SN (sinusoids plus noise model is a spectral model, in which theperiodic components of the sound are represented by sinusoids withtime-varying frequencies, amplitudes and phases. The remainingnon-periodic components are represented by a filtered noise. Thesinusoidal model utilizes physical properties of musical instrumentsand the noise model utilizes the human inability to perceive the exactspectral shape or the phase of stochastic signals. SN modeling can beapplied in a compression, transformation, separation of sounds, etc.The designed system is based on methods used in the SN modeling. Wehave proposed a model that achieves good results in audio perception.Although many systems do not save phases of the sinusoids, they areimportant for better modelling of transients, for the computation ofresidual and last but not least for stereo signals, too. One of thefundamental properties of the proposed system is the ability of thesignal reconstruction not only from the amplitude but from the phasepoint of view, as well.

  13. Is Mass Customization Sustainable?

    DEFF Research Database (Denmark)

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

    2011-01-01

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

  14. Clinical utility of the Five-Factor Model of personality disorder.

    Science.gov (United States)

    Mullins-Sweatt, Stephanie N; Lengel, Gregory J

    2012-12-01

    There exists a great deal of research regarding the validity of the Five-Factor Model (FFM) of personality disorder. One of the most common objections to this model is concern regarding clinical utility. This article discusses clinical utility in terms of three fundamental components (i.e., ease of usage, communication, and treatment). In addition, a considerable number of recent empirical studies have examined whether the FFM compares well to personality disorder diagnostic categories with respect to all three components of clinical utility. The purpose of the current article is to provide a description of the implications of each component of clinical utility as it relates to the FFM and to acknowledge and address the empirical findings. © 2012 The Authors. Journal of Personality © 2012, Wiley Periodicals, Inc.

  15. PEMBUATAN MODEL CUSTOMER RELATIONSHIP MANAGEMENT (CRM DINAS KESEHATAN DIY MENGGUNAKAN METODE COBIT 4.1 DENGAN DOMAIN DELIVERY AND SUPPORT (DS

    Directory of Open Access Journals (Sweden)

    Ali Tarmuji

    2015-07-01

    Full Text Available The development of health information systems at the Department of Health DIY basically already developed in earlier periods, including the presence of DGS (Digital Government Services, but the ministry has not been able to maximize sample information service on the website Department of Health DIY, it is still not fully known by many society, so the lack of public knowledge about the latest information related to health. stage in this research is the search data by observation, interview, and literature study, analysis of current conditions, SWOT analysis, data analysis includes operational CRM, analytical CRM, collaborative CRM, and the stages of modeling CRM such as the design of the development strategy of services and applications, manufacture of data architecture, application architecture, technology architecture and network infrastructure, and testing models of CRM use due diligence devoted to DIY Health Service and customer satisfaction to the test. Based on the analysis results generated CRM DHO DIY model framework that can provide ease in interacting with customers through the services available.

  16. Custom-made titanium devices as membranes for bone augmentation in implant treatment: Modeling accuracy of titanium products constructed with selective laser melting.

    Science.gov (United States)

    Otawa, Naruto; Sumida, Tomoki; Kitagaki, Hisashi; Sasaki, Kiyoyuki; Fujibayashi, Shunsuke; Takemoto, Mitsuru; Nakamura, Takashi; Yamada, Tomohiro; Mori, Yoshihide; Matsushita, Tomiharu

    2015-09-01

    The purpose of this study was to verify the modeling accuracy of various products, and to produce custom-made devices for bone augmentation in individual patients requiring implantation. Two-(2D) and three-dimensional (3D) specimens and custom-made devices that were designed as membranes for guided bone regeneration (GBR) were produced using a computer-aided design (CAD) and rapid prototyping (RP) method. The CAD design was produced using a 3D printing machine and selective laser melting (SLM) with pure titanium (Ti) powder. The modeling accuracy was evaluated with regard to: the dimensional accuracy of the 2D and 3D specimens; the accuracy of pore structure of the 2D specimens; the accuracy of porosity of the 3D specimens; and the error between CAD design and the scanned real product by overlapped images. The accuracy of the 2D and 3D specimens indicated precise results in various parameters, which were tolerant in ISO 2768-1. The error of overlapped images between the CAD and scanned data indicated that accuracy was sufficient for GBR. In integrating area of all devices, the maximum and average error were 292 and 139 μm, respectively. High modeling accuracy can be achieved in various products using the CAD/RP-SLM method. These results suggest the possibility of clinical applications. Copyright © 2015 European Association for Cranio-Maxillo-Facial Surgery. Published by Elsevier Ltd. All rights reserved.

  17. Stock Selection for Portfolios Using Expected Utility-Entropy Decision Model

    Directory of Open Access Journals (Sweden)

    Jiping Yang

    2017-09-01

    Full Text Available Yang and Qiu proposed and then recently improved an expected utility-entropy (EU-E measure of risk and decision model. When segregation holds, Luce et al. derived an expected utility term, plus a constant multiplies the Shannon entropy as the representation of risky choices, further demonstrating the reasonability of the EU-E decision model. In this paper, we apply the EU-E decision model to selecting the set of stocks to be included in the portfolios. We first select 7 and 10 stocks from the 30 component stocks of Dow Jones Industrial Average index, and then derive and compare the efficient portfolios in the mean-variance framework. The conclusions imply that efficient portfolios composed of 7(10 stocks selected using the EU-E model with intermediate intervals of the tradeoff coefficients are more efficient than that composed of the sets of stocks selected using the expected utility model. Furthermore, the efficient portfolio of 7(10 stocks selected by the EU-E decision model have almost the same efficient frontier as that of the sample of all stocks. This suggests the necessity of incorporating both the expected utility and Shannon entropy together when taking risky decisions, further demonstrating the importance of Shannon entropy as the measure of uncertainty, as well as the applicability of the EU-E model as a decision-making model.

  18. 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...

  19. Turning customer satisfaction measurements into action

    OpenAIRE

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

    2014-01-01

    This is the authors’ final, accepted and refereed manuscript to the article. Publisher’s version available at http://dx.doi.org/10.1108/JOSM-01-2014-0025 Purpose – The purpose of this paper is to contribute to the literature on customer orientation by developing and empirically testing a model that attempts to explain the elements that constitute customer orientation and that, in turn, influence customer satisfaction. In particular, this study focuses on how service firms design, ...

  20. Assessment of the biophysical impacts of utility-scale photovoltaics through observations and modelling

    Science.gov (United States)

    Broadbent, A. M.; Georgescu, M.; Krayenhoff, E. S.; Sailor, D.

    2017-12-01

    Utility-scale solar power plants are a rapidly growing component of the solar energy sector. Utility-scale photovoltaic (PV) solar power generation in the United States has increased by 867% since 2012 (EIA, 2016). This expansion is likely to continue as the cost PV technologies decrease. While most agree that solar power can decrease greenhouse gas emissions, the biophysical effects of PV systems on surface energy balance (SEB), and implications for surface climate, are not well understood. To our knowledge, there has never been a detailed observational study of SEB at a utility-scale solar array. This study presents data from an eddy covariance observational tower, temporarily placed above a utility-scale PV array in Southern Arizona. Comparison of PV SEB with a reference (unmodified) site, shows that solar panels can alter the SEB and near surface climate. SEB observations are used to develop and validate a new and more complete SEB PV model. In addition, the PV model is compared to simpler PV modelling methods. The simpler PV models produce differing results to our newly developed model and cannot capture the more complex processes that influence PV SEB. Finally, hypothetical scenarios of PV expansion across the continental United States (CONUS) were developed using various spatial mapping criteria. CONUS simulations of PV expansion reveal regional variability in biophysical effects of PV expansion. The study presents the first rigorous and validated simulations of the biophysical effects of utility-scale PV arrays.

  1. 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...

  2. Using EPA Tools and Data Services to Inform Changes to Design Storm Definitions for Wastewater Utilities based on Climate Model Projections

    Science.gov (United States)

    Tryby, M.; Fries, J. S.; Baranowski, C.

    2014-12-01

    Extreme precipitation events can cause significant impacts to drinking water and wastewater utilities, including facility damage, water quality impacts, service interruptions and potential risks to human health and the environment due to localized flooding and combined sewer overflows (CSOs). These impacts will become more pronounced with the projected increases in frequency and intensity of extreme precipitation events due to climate change. To model the impacts of extreme precipitation events, wastewater utilities often develop Intensity, Duration, and Frequency (IDF) rainfall curves and "design storms" for use in the U.S. Environmental Protection Agency's (EPA) Storm Water Management Model (SWMM). Wastewater utilities use SWMM for planning, analysis, and facility design related to stormwater runoff, combined and sanitary sewers, and other drainage systems in urban and non-urban areas. SWMM tracks (1) the quantity and quality of runoff made within each sub-catchment; and (2) the flow rate, flow depth, and quality of water in each pipe and channel during a simulation period made up of multiple time steps. In its current format, EPA SWMM does not consider climate change projection data. Climate change may affect the relationship between intensity, duration, and frequency described by past rainfall events. Therefore, EPA is integrating climate projection data available in the Climate Resilience Evaluation and Awareness Tool (CREAT) into SWMM. CREAT is a climate risk assessment tool for utilities that provides downscaled climate change projection data for changes in the amount of rainfall in a 24-hour period for various extreme precipitation events (e.g., from 5-year to 100-year storm events). Incorporating climate change projections into SWMM will provide wastewater utilities with more comprehensive data they can use in planning for future storm events, thereby reducing the impacts to the utility and customers served from flooding and stormwater issues.

  3. Modern customers and open universities: can open universities develop a course model in which students become the co-creators of value?

    NARCIS (Netherlands)

    Moerkerke, George

    2018-01-01

    Marketing specialists have recently redefined the roles customers and enterprises play in the economy. Modern customers are connected, informed, mobile, educated and internationally oriented. They seek enterprises that empower them to co-construct personalised experiences. This view of the

  4. Assesment of customer relationship development

    OpenAIRE

    Dagmar Lesáková

    2011-01-01

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

  5. Integrated Cost-Benefit Assessment of Customer-Driven Distributed Generatio

    Directory of Open Access Journals (Sweden)

    Čedomir Zeljković

    2014-06-01

    Full Text Available Distributed generation (DG has the potential to bring respectable benefits to electricity customers, distribution utilities and community in general. Among the customer benefits, the most important are the electricity bill reduction, reliability improvement, use of recovered heat, and qualifying for financial incentives. In this paper, an integrated cost-benefit methodology for assessment of customer-driven DG is presented. Target customers are the industrial and commercial end-users that are critically dependent on electricity supply, due to high consumption, high power peak demand or high electricity supply reliability requirements. Stochastic inputs are represented by the appropriate probability models and then the Monte Carlo simulation is employed for each investment alternative. The obtained probability distributions for the prospective profit are used to assess the risk, compare the alternatives and make decisions.

  6. Modeling the Dynamic Interrelations between Mobility, Utility, and Land Asking Price

    Science.gov (United States)

    Hidayat, E.; Rudiarto, I.; Siegert, F.; Vries, W. D.

    2018-02-01

    Limited and insufficient information about the dynamic interrelation among mobility, utility, and land price is the main reason to conduct this research. Several studies, with several approaches, and several variables have been conducted so far in order to model the land price. However, most of these models appear to generate primarily static land prices. Thus, a research is required to compare, design, and validate different models which calculate and/or compare the inter-relational changes of mobility, utility, and land price. The applied method is a combination of analysis of literature review, expert interview, and statistical analysis. The result is newly improved mathematical model which have been validated and is suitable for the case study location. This improved model consists of 12 appropriate variables. This model can be implemented in the Salatiga city as the case study location in order to arrange better land use planning to mitigate the uncontrolled urban growth.

  7. Using Random Utility Models to Estimate the Recreational Value of Estuarine Resources

    OpenAIRE

    Yoshiaki Kaoru; V. Kerry Smith; Jin Long Liu

    1995-01-01

    In this paper we describe a model using a household production framework to link measures of nonpoint source pollution to fishing quality and a random utility model to describe how that quality influences sport fishing parties' decisions in North Carolina. The results provide clear support for using a model that evaluates the effects of pollution on the activities and decisions associated with the fishing activity once a trip is taken. Site selection decisions are then conditioned on the anti...

  8. Utilizing Gaze Behavior for Inferring Task Transitions Using Abstract Hidden Markov Models

    Directory of Open Access Journals (Sweden)

    Daniel Fernando Tello Gamarra

    2016-12-01

    Full Text Available We demonstrate an improved method for utilizing observed gaze behavior and show that it is useful in inferring hand movement intent during goal directed tasks. The task dynamics and the relationship between hand and gaze behavior are learned using an Abstract Hidden Markov Model (AHMM. We show that the predicted hand movement transitions occur consistently earlier in AHMM models with gaze than those models that do not include gaze observations.

  9. Customer perceptions of agency risk communication.

    Science.gov (United States)

    Fisher, A; Chen, Y C

    1996-04-01

    A government agency commissioned a baseline study of how its customers view the agency's risk information. The 70% response rate to a mail survey allows analysis by subgroups representing customers' primary interests. Although this agency traditionally has been responsible for ensuring plant and animal health at the farm gate (or where imported), responses emphasized emerging customer concerns about the environment and human health. Customers think many risk communication activities are important, but that the agency is not especially effective in conducting those activities. Customers are moderately satisfied with much of the risk information they receive, although many have little contact from or interaction with the agency. Customers identified other sources they use, which suggest potentially effective channels for this agency's risk messages. The study provides a baseline for measuring change in the agency's risk communication effectiveness. It also can be a model when other organizations plan their own risk communication evaluations.

  10. The case for customer loyalty.

    Science.gov (United States)

    Sturm, Arthur C

    2004-09-01

    How does customer loyalty grow? Through good customer experiences. Yet some organizations seem to genuinely fail to understand that they can keep or lose a customer in the proverbial blink of an eye. And in this era of increasing customer demands across all industries, it's important that healthcare financial managers understand the correlation between customer loyalty and customer experience.

  11. An explanatory model of the dental care utilization of low-income children.

    Science.gov (United States)

    Milgrom, P; Mancl, L; King, B; Weinstein, P; Wells, N; Jeffcott, E

    1998-04-01

    Factors related to the utilization of dental care by 5- to 11-year-old children from low-income households were investigated using a comprehensive multivariate model that assessed the contribution of structure, history, cognition, and expectations. The influence of dentist-patient interactions, psychosocial and health beliefs, particularly fear of the dentist, on utilization were investigated. Children were chosen randomly from public schools, and 895 mothers were surveyed and their children were interviewed in the home. Utilization was studied during the 1991-1992 school year, including a 6-month follow-up period after the interview. The overall utilization rate was 63.2%, and the rate for nonemergent (preventive) visits was 59.9%. Utilization was unrelated to actual oral health status. Race and years the guardian lived in the United States were predictive of an episode of care. Preventive medical visits and perceived need were strong predictors of a visit to the dentist, as were beliefs in the efficacy of dental care. Mothers who were satisfied with their own care and oral health and whose children were covered by insurance were more likely to utilize children's dental care. In contrast, child dental fear and absences from school for family problems were associated with lower rates of utilization. Mutable factors that govern the use of care in this population were identified. These findings have implications for the design of dental care delivery systems for children and their families.

  12. Modern Customers and Open Universities: Can Open Universities Develop a Course Model in Which Students Become the Co-Creators of Value?

    Science.gov (United States)

    Moerkerke, George

    2015-01-01

    Marketing specialists have recently redefined the roles customers and enterprises play in the economy. Modern customers are connected, informed, mobile, educated and internationally oriented. They seek enterprises that empower them to co-construct personalised experiences. This view of the customer-enterprise relationship has a great impact on the…

  13. DIAMOND: A model of incremental decision making for resource acquisition by electric utilities

    Energy Technology Data Exchange (ETDEWEB)

    Gettings, M.; Hirst, E.; Yourstone, E.

    1991-02-01

    Uncertainty is a major issue facing electric utilities in planning and decision making. Substantial uncertainties exist concerning future load growth; the lifetimes and performances of existing power plants; the construction times, costs, and performances of new resources being brought online; and the regulatory and economic environment in which utilities operate. This report describes a utility planning model that focuses on frequent and incremental decisions. The key features of this model are its explicit treatment of uncertainty, frequent user interaction with the model, and the ability to change prior decisions. The primary strength of this model is its representation of the planning and decision-making environment that utility planners and executives face. Users interact with the model after every year or two of simulation, which provides an opportunity to modify past decisions as well as to make new decisions. For example, construction of a power plant can be started one year, and if circumstances change, the plant can be accelerated, mothballed, canceled, or continued as originally planned. Similarly, the marketing and financial incentives for demand-side management programs can be changed from year to year, reflecting the short lead time and small unit size of these resources. This frequent user interaction with the model, an operational game, should build greater understanding and insights among utility planners about the risks associated with different types of resources. The model is called DIAMOND, Decision Impact Assessment Model. In consists of four submodels: FUTURES, FORECAST, SIMULATION, and DECISION. It runs on any IBM-compatible PC and requires no special software or hardware. 19 refs., 13 figs., 15 tabs.

  14. Understanding customers' intention to use social network sites as complaint channel: an analysis of young customers' perspectives

    Science.gov (United States)

    Setiawan, Retno Agus; Setyohadi, Djoko Budiyanto; Pranowo

    2018-02-01

    Social network sites (SNSs) have grown rapidly in recent years. More and more companies have used SNSs as part of their business strategy. SNSs offer numerous advantages, especially in enhancing communication. SNSs have a potential as a new complaint channel for young customers to file their complaints to companies. The objective of this study is to investigate the acceptance of SNSs as complaint channel based on TAM. A structured questionnaire was distributed to young participants, which collected 222 valid questionnaires. Furthermore, structural equation modeling was utilized to investigate the structural model. The results revealed that perceived ease of use and perceived usefulness have a positive correlation on the attitude towards SNSs. While the attitude plays an important role in understanding customers' intention to use SNSs to voice complaints. However perceived usefulness has no significant impact on intention to use. Limitations and further research were also discussed.

  15. Developing customer databases.

    Science.gov (United States)

    Rao, S K; Shenbaga, S

    2000-01-01

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

  16. Optimal Allocation of Smart Substations in a Distribution System Considering Interruption Costs of Customers

    DEFF Research Database (Denmark)

    Sun, Lei; You, Shi; Hu, Junjie

    2016-01-01

    number and allocation of smart substations in a given distribution system is presented, with the upgrade costs of substations and the interruption costs of customers taken into account. Besides, the reliability criterion is also properly considered in the model. By linearization strategies, the SSAM......One of the major functions of a smart substation (SS) is to restore power supply to interrupted customers as quickly as possible after an outage. The high cost of a smart substation limits its widespread utilization. In this paper, a smart substation allocation model (SSAM) to determine the optimal...

  17. CUSTOMER LOYALTY THEORETICAL ASPECTS

    OpenAIRE

    Margarita IŠORAITĖ

    2016-01-01

    Customer loyalty - is a voluntary user solution for a long time to build relationships with the company. Loyalty is the user's desire for a long time to continue their relationship with a particular company, because loyal customers are those who purchase goods/services of the company from time to time. Loyalty can be treated as a customer desire, willingness to be a regular customer for a long time, buying and using the goods of the chosen companies by recommending them to friends and colleag...

  18. 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

  19. 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

  20. 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].

  1. Explaining customer experience of digital financial advice

    NARCIS (Netherlands)

    van Raaij, W.F.

    2017-01-01

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

  2. Consumer preferences for alternative fuel vehicles: Comparing a utility maximization and a regret minimization model

    International Nuclear Information System (INIS)

    Chorus, Caspar G.; Koetse, Mark J.; Hoen, Anco

    2013-01-01

    This paper presents a utility-based and a regret-based model of consumer preferences for alternative fuel vehicles, based on a large-scale stated choice-experiment held among company car leasers in The Netherlands. Estimation and application of random utility maximization and random regret minimization discrete choice models shows that while the two models achieve almost identical fit with the data and differ only marginally in terms of predictive ability, they generate rather different choice probability-simulations and policy implications. The most eye-catching difference between the two models is that the random regret minimization model accommodates a compromise-effect, as it assigns relatively high choice probabilities to alternative fuel vehicles that perform reasonably well on each dimension instead of having a strong performance on some dimensions and a poor performance on others. - Highlights: • Utility- and regret-based models of preferences for alternative fuel vehicles. • Estimation based on stated choice-experiment among Dutch company car leasers. • Models generate rather different choice probabilities and policy implications. • Regret-based model accommodates a compromise-effect

  3. Hualapai Tribal Utility Development Project

    Energy Technology Data Exchange (ETDEWEB)

    Hualapai Tribal Nation

    2008-05-25

    The first phase of the Hualapai Tribal Utility Development Project (Project) studied the feasibility of establishing a tribally operated utility to provide electric service to tribal customers at Grand Canyon West (see objective 1 below). The project was successful in completing the analysis of the energy production from the solar power systems at Grand Canyon West and developing a financial model, based on rates to be charged to Grand Canyon West customers connected to the solar systems, that would provide sufficient revenue for a Tribal Utility Authority to operate and maintain those systems. The objective to establish a central power grid over which the TUA would have authority and responsibility had to be modified because the construction schedule of GCW facilities, specifically the new air terminal, did not match up with the construction schedule for the solar power system. Therefore, two distributed systems were constructed instead of one central system with a high voltage distribution network. The Hualapai Tribal Council has not taken the action necessary to establish the Tribal Utility Authority that could be responsible for the electric service at GCW. The creation of a Tribal Utility Authority (TUA) was the subject of the second objective of the project. The second phase of the project examined the feasibility and strategy for establishing a tribal utility to serve the remainder of the Hualapai Reservation and the feasibility of including wind energy from a tribal wind generator in the energy resource portfolio of the tribal utility (see objective 2 below). It is currently unknown when the Tribal Council will consider the implementation of the results of the study. Objective 1 - Develop the basic organizational structure and operational strategy for a tribally controlled utility to operate at the Tribe’s tourism enterprise district, Grand Canyon West. Coordinate the development of the Tribal Utility structure with the development of the Grand Canyon

  4. Membangun Customer Loyalty Nasabah Bank melalui Customer Satisfaction

    OpenAIRE

    Sumarto, Sumarto

    2007-01-01

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

  5. Estimating health state utility values from discrete choice experiments--a QALY space model approach.

    Science.gov (United States)

    Gu, Yuanyuan; Norman, Richard; Viney, Rosalie

    2014-09-01

    Using discrete choice experiments (DCEs) to estimate health state utility values has become an important alternative to the conventional methods of Time Trade-Off and Standard Gamble. Studies using DCEs have typically used the conditional logit to estimate the underlying utility function. The conditional logit is known for several limitations. In this paper, we propose two types of models based on the mixed logit: one using preference space and the other using quality-adjusted life year (QALY) space, a concept adapted from the willingness-to-pay literature. These methods are applied to a dataset collected using the EQ-5D. The results showcase the advantages of using QALY space and demonstrate that the preferred QALY space model provides lower estimates of the utility values than the conditional logit, with the divergence increasing with worsening health states. Copyright © 2014 John Wiley & Sons, Ltd.

  6. A time scheduling model of logistics service supply chain based on the customer order decoupling point: a perspective from the constant service operation time.

    Science.gov (United States)

    Liu, Weihua; Yang, Yi; Xu, Haitao; Liu, Xiaoyan; Wang, Yijia; Liang, Zhicheng

    2014-01-01

    In mass customization logistics service, reasonable scheduling of the logistics service supply chain (LSSC), especially time scheduling, is benefit to increase its competitiveness. Therefore, the effect of a customer order decoupling point (CODP) on the time scheduling performance should be considered. To minimize the total order operation cost of the LSSC, minimize the difference between the expected and actual time of completing the service orders, and maximize the satisfaction of functional logistics service providers, this study establishes an LSSC time scheduling model based on the CODP. Matlab 7.8 software is used in the numerical analysis for a specific example. Results show that the order completion time of the LSSC can be delayed or be ahead of schedule but cannot be infinitely advanced or infinitely delayed. Obtaining the optimal comprehensive performance can be effective if the expected order completion time is appropriately delayed. The increase in supply chain comprehensive performance caused by the increase in the relationship coefficient of logistics service integrator (LSI) is limited. The relative concern degree of LSI on cost and service delivery punctuality leads to not only changes in CODP but also to those in the scheduling performance of the LSSC.

  7. A Time Scheduling Model of Logistics Service Supply Chain Based on the Customer Order Decoupling Point: A Perspective from the Constant Service Operation Time

    Science.gov (United States)

    Yang, Yi; Xu, Haitao; Liu, Xiaoyan; Wang, Yijia; Liang, Zhicheng

    2014-01-01

    In mass customization logistics service, reasonable scheduling of the logistics service supply chain (LSSC), especially time scheduling, is benefit to increase its competitiveness. Therefore, the effect of a customer order decoupling point (CODP) on the time scheduling performance should be considered. To minimize the total order operation cost of the LSSC, minimize the difference between the expected and actual time of completing the service orders, and maximize the satisfaction of functional logistics service providers, this study establishes an LSSC time scheduling model based on the CODP. Matlab 7.8 software is used in the numerical analysis for a specific example. Results show that the order completion time of the LSSC can be delayed or be ahead of schedule but cannot be infinitely advanced or infinitely delayed. Obtaining the optimal comprehensive performance can be effective if the expected order completion time is appropriately delayed. The increase in supply chain comprehensive performance caused by the increase in the relationship coefficient of logistics service integrator (LSI) is limited. The relative concern degree of LSI on cost and service delivery punctuality leads to not only changes in CODP but also to those in the scheduling performance of the LSSC. PMID:24715818

  8. A Time Scheduling Model of Logistics Service Supply Chain Based on the Customer Order Decoupling Point: A Perspective from the Constant Service Operation Time

    Directory of Open Access Journals (Sweden)

    Weihua Liu

    2014-01-01

    Full Text Available In mass customization logistics service, reasonable scheduling of the logistics service supply chain (LSSC, especially time scheduling, is benefit to increase its competitiveness. Therefore, the effect of a customer order decoupling point (CODP on the time scheduling performance should be considered. To minimize the total order operation cost of the LSSC, minimize the difference between the expected and actual time of completing the service orders, and maximize the satisfaction of functional logistics service providers, this study establishes an LSSC time scheduling model based on the CODP. Matlab 7.8 software is used in the numerical analysis for a specific example. Results show that the order completion time of the LSSC can be delayed or be ahead of schedule but cannot be infinitely advanced or infinitely delayed. Obtaining the optimal comprehensive performance can be effective if the expected order completion time is appropriately delayed. The increase in supply chain comprehensive performance caused by the increase in the relationship coefficient of logistics service integrator (LSI is limited. The relative concern degree of LSI on cost and service delivery punctuality leads to not only changes in CODP but also to those in the scheduling performance of the LSSC.

  9. 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

  10. 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

  11. Implications of Model Structure and Detail for Utility Planning: Scenario Case Studies Using the Resource Planning Model

    Energy Technology Data Exchange (ETDEWEB)

    Mai, Trieu [National Renewable Energy Lab. (NREL), Golden, CO (United States); Barrows, Clayton [National Renewable Energy Lab. (NREL), Golden, CO (United States); Lopez, Anthony [National Renewable Energy Lab. (NREL), Golden, CO (United States); Hale, Elaine [National Renewable Energy Lab. (NREL), Golden, CO (United States); Dyson, Mark [National Renewable Energy Lab. (NREL), Golden, CO (United States); Eurek, Kelly [National Renewable Energy Lab. (NREL), Golden, CO (United States)

    2015-04-01

    In this report, we analyze the impacts of model configuration and detail in capacity expansion models, computational tools used by utility planners looking to find the least cost option for planning the system and by researchers or policy makers attempting to understand the effects of various policy implementations. The present analysis focuses on the importance of model configurations — particularly those related to capacity credit, dispatch modeling, and transmission modeling — to the construction of scenario futures. Our analysis is primarily directed toward advanced tools used for utility planning and is focused on those impacts that are most relevant to decisions with respect to future renewable capacity deployment. To serve this purpose, we develop and employ the NREL Resource Planning Model to conduct a case study analysis that explores 12 separate capacity expansion scenarios of the Western Interconnection through 2030.

  12. 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.

  13. Work-Life Benefits and Organizational Attachment: Self-Interest Utility and Signaling Theory Models

    Science.gov (United States)

    Casper, Wendy J.; Harris, Christopher M.

    2008-01-01

    This study examines two competing theoretical explanations for why work-life policies such as dependent care assistance and flexible schedules influence organizational attachment. The self-interest utility model posits that work-life policies influence organizational attachment because employee use of these policies facilitates attachment. The…

  14. IAPCS: A COMPUTER MODEL THAT EVALUATES POLLUTION CONTROL SYSTEMS FOR UTILITY BOILERS

    Science.gov (United States)

    The IAPCS model, developed by U.S. EPA`s Air and Energy Engineering Research Laboratory and made available to the public through the National Technical Information Service, can be used by utility companies, architectural and engineering companies, and regulatory agencies at all l...

  15. Sample Size and Item Parameter Estimation Precision When Utilizing the One-Parameter "Rasch" Model

    Science.gov (United States)

    Custer, Michael

    2015-01-01

    This study examines the relationship between sample size and item parameter estimation precision when utilizing the one-parameter model. Item parameter estimates are examined relative to "true" values by evaluating the decline in root mean squared deviation (RMSD) and the number of outliers as sample size increases. This occurs across…

  16. The Dynamics of Mobile Learning Utilization in Vocational Education: Frame Model Perspective Review

    Science.gov (United States)

    Mahande, Ridwan Daud; Susanto, Adhi; Surjono, Herman Dwi

    2017-01-01

    This study aimed to describe the dynamics of content aspects, user aspects and social aspects of mobile learning utilization (m-learning) in vocational education from the FRAME Model perspective review. This study was quantitative descriptive research. The population in this study was teachers and students of state vocational school and private…

  17. Diversifying customer review rankings.

    Science.gov (United States)

    Krestel, Ralf; Dokoohaki, Nima

    2015-06-01

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

  18. Customer Relationship Management.

    Science.gov (United States)

    Fayerman, Michael

    2002-01-01

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

  19. 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.

  20. British Sign Name Customs

    Science.gov (United States)

    Day, Linda; Sutton-Spence, Rachel

    2010-01-01

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