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. 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…

  3. Modeling customer loyalty using customer lifetime value.

    OpenAIRE

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

    2006-01-01

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

  4. 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.

  5. Marketing to utility customers with multimedia

    Energy Technology Data Exchange (ETDEWEB)

    Bernstein, S.; Tidball, R. [Energy International Inc., Bellevue, WA (United States)

    1997-09-01

    The rapid growth in both the power and availability of personal computers has created an opportunity for the utility industry to enhance the effectiveness of communication, training, and marketing tools through the use of multimedia programs. Multimedia communication and marketing packages can be created to promote specific technologies or to address the needs of specific business segments. In either case, multimedia programs can be structured to include a variety of technical, economic, and market data relevant to the subject matter. Multimedia programs allow this information to be presented on demand in a graphics-rich environment using a mix of text, graphics, animation, sound, and interactive calculation routines. Utility marketing personnel can use these multimedia packages to quickly and early present the information of most interest to customers. Possible uses for multimedia in the utility industry are described and examples of programs that have been developed are presented. (author)

  6. TOTAL QUALITY CUSTOMER SATISFACTION MODEL

    OpenAIRE

    Jesús Cruz Álvarez; Jesús Fabián López; Carlos Monge Perry

    2014-01-01

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

  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...... of a customized alternative instead of a uniform mass-produced product shall become a reality, then the cross-organizational efficiency must be kept at a competitive level. This is the real challenge for mass customization. A radical restructuring of both the internal and the external knowledge management systems......When dealing with complex product models, efficient knowledge distribution is essential to obtain success. This paper describes how product models can be applied to support the knowledge distribution. The change towards individualization will radically affect the knowledge application in relation...

  8. Photovoltaic utility/customer interface study

    Science.gov (United States)

    Eichler, C. H.; Hayes, T. P.; Matthews, M. M.; Wilraker, V. F.

    1980-12-01

    The technical, economic, and legal and regulatory issues of interconnecting small, privately-owned, on-site photovoltaic generating systems to an electric utility are addressed. Baseline residential, commercial and industrial class photovoltaic systems were developed. Technical issues of concern affecting this interconnection were identified and included fault protection, undervoltage protection, lamp flicker, revenue metering, loss of synchromism, electrical safety, prevention of backfeeding a de-energized utility feeder, effects of on-site generation on utility relaying schemes, effects of power conditioner harmonic distortion on the electric utility, system isolation, electromagnetic interference and site power factor as seen by the utility. Typical interconnection wiring diagrams were developed for interconnecting each class of baseline photovoltaic generating system.

  9. 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.

  10. Gap Model for Dual Customer Values

    Institute of Scientific and Technical Information of China (English)

    HOU Lun; TANG Xiaowo

    2008-01-01

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

  11. 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

  12. Modeling Customer's Satisfaction Behavior through Uninorms

    OpenAIRE

    Depaire, Benoit; Vanhoof, Koen; Wets, Geert

    2006-01-01

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

  13. 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...

  14. 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…

  15. MASS CUSTOMIZATION and PRODUCT MODELS

    DEFF Research Database (Denmark)

    Svensson, Carsten; Malis, Martin

    2003-01-01

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

  16. The Analysis of the Customer Satisfaction’ s Implementation Process Based on Utility Model Construction%基于效用模型构建的顾客满意实现过程分析

    Institute of Scientific and Technical Information of China (English)

    陈敬东; 王丽影

    2015-01-01

    顾客满意理论是现代营销理论研究的核心部分。当前研究多注重其理论结果与反馈作用,而对顾客满意实现过程的研究较少。本文在现有理论与实践的基础上,通过对顾客满意相关概念的梳理,在若干学者研究模型上构建顾客满意的效用模型,分别从短期比较静态与长期动态来分析,探究顾客满意的实现途径。顾客满意的实现过程是一种多因素影响的变化过程,短期内会达到均衡的过程,长期内顾客满意实现则有赖于信息与技术等方面作用呈现不同的变化过程。%Customer satisfaction theory is the core part of the modern marketing theory. The present studies mostly focus on its theoretical results and feedback function, but rarely involve the implementation of customer satisfaction. Based on the existing theory and practice, this paper, firstly combs the concepts of customer satisfaction, then builds customer satisfaction utility model on a number of scholars’ research models to explore the way to achieve customer satisfaction from short-term comparative static and long-term dynamic analysis. The implementation of customer satisfaction is a change process with multi-factors, it will reach equilibrium in the short term, however, its implementation presents a different change process depending on the role of information and technology in the long term.

  17. Public utilities and low income customers - a marketing approach

    Energy Technology Data Exchange (ETDEWEB)

    Anon.

    2000-08-18

    There is increasing recognition of the importance of dealing with material hardship rather than just income poverty. This paper deals with electricity disconnection and shows how Electricite de France (EDF), the French monopoly provider of electricity, has been testing a number of new policy instruments to avoid disconnection among its low income residential customers. EDF's approach is grounded in marketing principles and techniques both in terms of its willingness to respond to French public customers surveys to analyses the satisfaction of this segment of clientele to its energy assistance programs. EDF's programmes show how utilities, both public and private, can go beyond financial assistance as represented by the LIHEAP energy voucher programme in the USA. (Author)

  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. Product Customization in the Spokes Model

    OpenAIRE

    Aoki, Reiko; Hillas, John; Kao, Tina

    2014-01-01

    We use a spokes model to analyze ?ms?customization incentives when facing the choices of standard and niche products. Products at or near the end of the spokes are customized products, while products near the origin are more standardized products that cater to the taste of many consumers. Our results indicate that although monopolist always offers the standard product, if a ?m anticipates entry, it may choose to stake claim to a customized product. For low transportation costs, the early entr...

  1. Activity-based process model for customer-driven product development

    DEFF Research Database (Denmark)

    Sommer, Anita Friis; Dukovska-Popovska, Iskra; Steger-Jensen, Kenn

    2013-01-01

    of the request. Managing this process is termed customer-driven Product development (PD). In order to increase process performance, a fitting activity-based process model should be utilized. However, existing process models do not consider this special case of integration between collaborative PD and customer...... proposing a process model for customer-driven PD adding new knowledge to PD research....

  2. 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.

  3. 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.

  4. A Model for Customer Complaint Management

    OpenAIRE

    Claes Fornell; Birger Wernerfelt

    1988-01-01

    A model of customer complaint management is developed in terms of defensive marketing strategy. Based on an explicit microfoundation, firms' incentives to manage complaints are analyzed. In the context of a monopoly and homogeneous oligopoly, we discuss the optimal levels of customer compensation and effort and characterize industries where complaint management is likely to be used. We then examine a differentiated oligopoly and find an explicit formula for the market share gains associated w...

  5. 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.

  6. Organization customer behavior: Elected models

    Directory of Open Access Journals (Sweden)

    Maričić Branko

    2008-01-01

    Full Text Available Paper is dealing with business-to-business marketing issues with particular attention to some of models oriented to explain differences relative to FMCG marketing. Author describe the core principles of selected models including their basic features. In this paper some of models are in focus - Window and Webster-Window model as well as Sheets model, Nielsen model and Multivariation tools.

  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. 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...

  10. Utility of a custom screw insertion guide and a full-scale, color-coded 3D plaster model for guiding safe surgical exposure and screw insertion during spine revision surgery.

    Science.gov (United States)

    Otsuki, Bungo; Takemoto, Mitsuru; Fujibayashi, Shunsuke; Kimura, Hiroaki; Masamoto, Kazutaka; Matsuda, Shuichi

    2016-07-01

    Several articles have described the use of screw insertion guides during primary spine surgery; however, the use of such a guide during revision surgeries has not been described. The purpose of this study is to describe the utility of a custom screw insertion (CSI) guide assembled using a novel method and a full-scale, color-coded 3D plaster (FCTP) model for safe and accurate revision surgery. The authors applied the CSI guide and the FCTP model in 3 cases. In the first case, a patient with multiple failed cervical spine surgeries underwent occipitocervicothoracic fusion. After a successful result for this patient, the authors applied the CSI guide in 2 other patients who underwent revision lumbar fusion surgeries to confirm the accuracy and the efficacy of the CSI guides in such cases. The models and guides were fabricated using rapid prototyping technology. The effectiveness of these methods was examined. The FCTP model was designed using CT data. During model assembly, implants inserted during previous surgery were removed virtually, and for the cervical spine, vertebral arteries were colored red for planning. The CSI guide was designed with 5 or 6 arms to fit the bone surface precisely after removing artifacts. Surgery was performed by referring to the FCTP model. Because the actual structure of the bone surface was almost identical to that of the FCTP model, surgical exposure around the complex bone shape proceeded smoothly. The CSI guides were positioned accurately to aid the successful insertion of a pedicle screw into the C-2 vertebra in the case of cervical revision surgery, and 4 pedicle screws for lumbar vertebrae in the 2 other patients. Postoperative CT scans showed that all screw positions closely matched those predicted during the preoperative planning. In conclusion, the FCTP models and the novel CSI guides were effective for safe and accurate revision surgery of the spine.

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

    Energy Technology Data Exchange (ETDEWEB)

    Jackson, J. [Texas AandM University, College Station, TX (United States)

    2007-03-15

    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. (author)

  12. DESIGN OF 3D MODEL OF CUSTOMIZED ANATOMICALLY ADJUSTED IMPLANTS

    Directory of Open Access Journals (Sweden)

    Miodrag Manić

    2015-12-01

    Full Text Available Design and manufacturing of customized implants is a field that has been rapidly developing in recent years. This paper presents an originally developed method for designing a 3D model of customized anatomically adjusted implants. The method is based upon a CT scan of a bone fracture. A CT scan is used to generate a 3D bone model and a fracture model. Using these scans, an indicated location for placing the implant is recognized and the design of a 3D model of customized implants is made. With this method it is possible to design volumetric implants used for replacing a part of the bone or a plate type for fixation of a bone part. The sides of the implants, this one lying on the bone, are fully aligned with the anatomical shape of the bone surface which neighbors the fracture. The given model is designed for implants production utilizing any method, and it is ideal for 3D printing of implants.

  13. Customer Order Decoupling Point Selection Model in Mass Customization Based on MAS

    Institute of Scientific and Technical Information of China (English)

    XU Xuanguo; LI Xiangyang

    2006-01-01

    Mass customization relates to the ability of providing individually designed products or services to customer with high process flexibility or integration. Literatures on mass customization have been focused on mechanism of MC, but little on customer order decoupling point selection. The aim of this paper is to present a model for customer order decoupling point selection of domain knowledge interactions between enterprises and customers in mass customization. Based on the analysis of other researchers' achievements combining the demand problems of customer and enterprise, a model of group decision for customer order decoupling point selection is constructed based on quality function deployment and multi-agent system. Considering relatively the decision makers of independent functional departments as independent decision agents, a decision agent set is added as the third dimensionality to house of quality, the cubic quality function deployment is formed. The decision-making can be consisted of two procedures: the first one is to build each plane house of quality in various functional departments to express each opinions; the other is to evaluate and gather the foregoing sub-decisions by a new plane quality function deployment. Thus, department decision-making can well use its domain knowledge by ontology, and total decision-making can keep simple by avoiding too many customer requirements.

  14. 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.

  15. 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.

  16. 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

  17. 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.

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

    NARCIS (Netherlands)

    M.R.H. Mandjes; J. Timmer

    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 firm

  19. A duopoly model with heterogeneous congestion-sensitive customers

    NARCIS (Netherlands)

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

  20. Optimized Design of 2D Mesh NOC Router using Custom SRAM & Common Buffer Utilization

    Directory of Open Access Journals (Sweden)

    Bhavana Pote

    2011-12-01

    Full Text Available With the shrinking technology, reduced scale and power-hungry chip IO leads to System on Chip. The design of SOC using traditional standard bus scheme encounters with issues like non-uniform delay and routing problems. Crossbars could scale better when compared to buses but tend to become huge with increasing number of nodes. NOC has become the design paradigm for SOC design for its highly regularized interconnect structure, good scalability and linear design effort. The main components of an NoC topology are the network adapters, routing nodes, and network interconnect links. This paper mainly deals with the implementation of full custom SRAM based arrays over D FF based register arrays in the design of input module of routing node in 2D mesh NOC topology. The custom SRAM blocks replace D FF(D flip flop memory implementations to optimize area and power of the input block. Full custom design of SRAMs has been carried out by MILKYWAY, while physical implementation of the input module with SRAMs has been carried out by IC Compiler of SYNOPSYS.The improved design occupies approximately 30% of the area of the original design. This is in conformity to the ratio of the area of an SRAM cell to the area of a D flip flop, which is approximately 6:28.The power consumption is almost halved to 1.5 mW. Maximum operating frequency is improved from 50 MHz to 200 MHz. It is intended to study and quantify the behavior of the single packet array design in relation to the multiple packet array design. Intuitively, a common packet buffer would result in better utilization of available buffer space. This in turn would translate into lower delays in transmission. A MATLAB model is used to show quantitatively how performance is improved in a common packet array design.

  1. Production Cost Optimization Model Based on CODP in Mass Customization

    Directory of Open Access Journals (Sweden)

    Yanhong Qin

    2013-01-01

    Full Text Available The key for enterprises to implement the postponement strategy is the right decision on the location of Customer Order Decoupling Point (CODP so as to achieve the scope economics of mass customization and scale economics of mass production fully. To deal with production cost optimization problem of postponement system based on various situation of CODP, a basic model of production cost and its M/M/1 extended model are proposed and compared so as to optimize the overall production cost of the postponement system. The production modes can be classified as MTS (make to stock, ATO (assemble to order, MTO (make to order and ETO (engineering to order according to the inventory location, and the postponed production system considered here includes manufacturing cost, semi-finished inventory cost and customer waiting cost caused by delaying delivery. By Matlab simulation, we can compute the optimal location of CODP in each production mode, which can provide some management insight for the manufacturer to decide the right production mode and utilize the resources efficiently.

  2. 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.

  3. 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.

  4. 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.

  5. Customers Behavior Modeling by Semi-Supervised Learning in Customer Relationship Management

    CERN Document Server

    Emtiyaz, Siavash; 10.4156/AISS.vol3.issue9.31

    2012-01-01

    Leveraging the power of increasing amounts of data to analyze customer base for attracting and retaining the most valuable customers is a major problem facing companies in this information age. Data mining technologies extract hidden information and knowledge from large data stored in databases or data warehouses, thereby supporting the corporate decision making process. CRM uses data mining (one of the elements of CRM) techniques to interact with customers. This study investigates the use of a technique, semi-supervised learning, for the management and analysis of customer-related data warehouse and information. The idea of semi-supervised learning is to learn not only from the labeled training data, but to exploit also the structural information in additionally available unlabeled data. The proposed semi-supervised method is a model by means of a feed-forward neural network trained by a back propagation algorithm (multi-layer perceptron) in order to predict the category of an unknown customer (potential cus...

  6. 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

  7. Presentation and Model Review of Customer Relationship Management (Crm to Enhance Customer Satisfaction and Loyalty

    Directory of Open Access Journals (Sweden)

    Mojtaba Heravi

    2016-06-01

    Full Text Available After the Industrial Revolution, fundamental change in all aspects of trade and business appeared. The traditional strategy given replaced by new strategy and managers of commercial and production such as Electric Power Distribution Company (EPDC in order to compete to gain greater market share rather than product focused to customer centric have turned. The impact of customer satisfaction and loyalty in increasing of profitability have motivated for organizations up to customer relationship management (CRM as an important instrument to find trends. More review and knowledge discovery are provides useful information and better understanding for EPDC manager’s in the field of CRM on how to deal with customers. For this reason, in this paper, presentation and model review of CRM has been to enhance customer satisfaction and loyalty in EPDC. The results showed that behavior of employees, quality of service and products, and the development of communication, have been positive and significant impact on customer satisfaction and loyalty, but interactive management on customer satisfaction and loyalty will not have much impact.

  8. 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.

  9. 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.

  10. 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...

  11. Internet sites of public utilities. Customers wish for interactive access; Die Internetauftritte der Versorger. Kunden wuenschen interaktive Anbindung

    Energy Technology Data Exchange (ETDEWEB)

    Knechtel, Karsten [Process Management Consulting GmbH, Muenchen (Germany)

    2010-11-15

    Electric and gas utilities all have internet sites for private customers. Many of them provide interactive access to all relevant services for both regular and interested new customers. To the end users, innovative aspects of energy supply in the deregulated market are currently of increasing interest. A recent industry barometer shows the extent to which utilities have installed interactive integration of both their current and prospective private customers in their business processes. Especially multimedia criteria are gaining increasing importance. (orig.)

  12. 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.

  13. Innovative Product Design Based on Customer Requirement Weight Calculation Model

    Institute of Scientific and Technical Information of China (English)

    Chen-Guang Guo; Yong-Xian Liu; Shou-Ming Hou; Wei Wang

    2010-01-01

    In the processes of product innovation and design, it is important for the designers to find and capture customer's focus through customer requirement weight calculation and ranking. Based on the fuzzy set theory and Euclidean space distance, this paper puts forward a method for customer requirement weight calculation called Euclidean space distances weighting ranking method. This method is used in the fuzzy analytic hierarchy process that satisfies the additive consistent fuzzy matrix. A model for the weight calculation steps is constructed;meanwhile, a product innovation design module on the basis of the customer requirement weight calculation model is developed. Finally, combined with the instance of titanium sponge production, the customer requirement weight calculation model is validated. By the innovation design module, the structure of the titanium sponge reactor has been improved and made innovative.

  14. DESIGN OF 3D MODEL OF CUSTOMIZED ANATOMICALLY ADJUSTED IMPLANTS

    OpenAIRE

    Miodrag Manić; Zoran Stamenković; Milorad Mitković; Miloš Stojković; Duncan E.T. Shephard

    2015-01-01

    Design and manufacturing of customized implants is a field that has been rapidly developing in recent years. This paper presents an originally developed method for designing a 3D model of customized anatomically adjusted implants. The method is based upon a CT scan of a bone fracture. A CT scan is used to generate a 3D bone model and a fracture model. Using these scans, an indicated location for placing the implant is recognized and the design of a 3D model of customized implants is made. Wit...

  15. 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.

  16. Methodology of B2B Customer Segmentation in the Utilities on the Czech Market: Tool for Customer Classification into Segments

    OpenAIRE

    Filová, Andrea

    2010-01-01

    Loyalty, improvement, better understanding of customers -- all these notions attract the interest and striving for improvement of many managers. The segmentation has become an indispensable part of path from a company to customers. Dividing market into distinctive groups allows a company to target customers in a better way. The energy industry in the Czech Republic is an example where the segmentation methodology is not working clearly, so entire organisations become disoriented as an effect ...

  17. 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.

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

    NARCIS (Netherlands)

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

    2008-01-01

    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 exper

  19. 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

  20. 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.

  1. Utilizing QFD model to determine quality characteristics of the products and priority needs of customers in the medical industry products (Case Study: Plasma seat product in mashhad`s Sahateb medical equipment company

    Directory of Open Access Journals (Sweden)

    Zeinab Armoun

    2012-10-01

    Full Text Available Quality Function Deployment (QFD as one of the quality engineering methods; originates from market study and product or service customers identification, where by determining their needs; tries to involve them in all stages of product or service development. This study uses QFD method to apply customers’ criteria in production of Coach Plasma in Mashhad`s Sahateb Company. Coach Plasma is used for healthy bloodletting. The proposed study of this paper designed and distributed a questionnaire, which includes identification & determination of customers’ needs and investigation of their satisfaction of manufactured products, while looking for technical and engineering characteristics related to their needs. The Coach Plasma costumers are categorized into two groups of local and external customers. Data collection was done based on available documents, experts opinions, structured interview with managers and questionnaire. Customers’ needs were studied in QFD teams. Collecting essential information such as needs importance degree and competitive benchmarking of customer`s needs, the weight of each need has been evaluated. In this research, House of Quality was used from first matrix of QFD leading to estimation of engineering & technical characteristics in order to enter to the quality deployment matrix. Take a look at obtained results, we could mention the role of each of these external factors in satisfaction of Sahateb Company customers and technical characteristics of the company in providing these factors and the prioritization of the customer's needs.

  2. 考虑消费者效用与保鲜的生鲜农产品EOQ模型%An EOQ Model for Fresh Agricultural Product Considering Customer Utility and Fresh-keeping

    Institute of Scientific and Technical Information of China (English)

    但斌; 王磊; 李宇雨

    2011-01-01

    Based on the freshness of the fresh agricultural product decreases as time goes on, a time-varying consumer utility function influenced by greenness and price is developed. We analyze the change of the consumer utility and quantity when consumers purchase the fresh agricultural products at different epoch, and then develop an EOQ model for fresh agricultural product considering the factor that the consumer preference influences demand. To increase the consumer utility, we analyze the optimal order policy and fresh-keeping input in two different fresh-keeping ways. The conclusion implies that the optimal fresh-keeping input can't make the consumer utility maximize, and the satisfying the freshness requirement of consumers depends on the government's macro-control.%针对生鲜农产品新鲜度随时间减小的特点,构造受生鲜农产品新鲜度和零售价格影响的消费者时变效用函数,分析了消费者在不同时刻够买生鲜农产品的效用和数量的变化,并基于此建立了消费者偏好影响需求的生鲜农产品EOQ模型;以提高消费者效用为目的,分析了两种不同保鲜情形下零售商的最优订货决策和最优保鲜投人.研究发现,零售商的最优保鲜投入并不能使消费者效用最大化,满足消费者对生鲜农产品新鲜度的要求必须依靠政府的宏观调控.

  3. 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

  4. 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.

  5. A Conceptual Model of Service Customization and Its Implementation

    Institute of Scientific and Technical Information of China (English)

    Su-Bin Shen; Guan-Qun Gu; Shun-Yi Zhang

    2004-01-01

    With the development of Internet and next generation networks in telecommunications, more and more new services are required to be introduced into networks. Introducing new services into traditional network is always associated with standardizing new protocols. The progress of protocol standardization usually takes several years, which cannot meet the increasing demands of the applications in Internet and next generation networks.Service customization in network systems may be one possible solution to cope with this problem. Based on the principle that network service is provided by interactions among protocol entities, this paper proposes a conceptual model of service customization (SECUM) by separating the service logic from protocol interactive logic within existing network architecture. The theory of Communicating Sequential Processes (CSP) is used to formalize the SECUM in order to locate exactly the service logic and to define precisely the SECUM. For validating the SECUM's usability in practical network systems, this paper also proposes an implementation model for SECUM: a component-based protocol implementation model (CPIM). CPIM discomposes protocol entity into application component, service component, message component and communication component. Service component associates application component with message component. Users or network managers can customize network services by configuring service component. The paper shows respectively the applications of SECUM and CPIM by proposing a customizable IP service model based on SECUM and describing an implementation of Session Initiation Protocol (SIP) based on CPIM. Compared with the existing service-customization techniques,SECUM is a service customization model internal to network system and may provide more powerful capabilities of service customization.

  6. 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.

  7. 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.

  8. 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

  9. 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.

  10. Hierarchical Neural Regression Models for Customer Churn Prediction

    Directory of Open Access Journals (Sweden)

    Golshan Mohammadi

    2013-01-01

    Full Text Available As customers are the main assets of each industry, customer churn prediction is becoming a major task for companies to remain in competition with competitors. In the literature, the better applicability and efficiency of hierarchical data mining techniques has been reported. This paper considers three hierarchical models by combining four different data mining techniques for churn prediction, which are backpropagation artificial neural networks (ANN, self-organizing maps (SOM, alpha-cut fuzzy c-means (α-FCM, and Cox proportional hazards regression model. The hierarchical models are ANN + ANN + Cox, SOM + ANN + Cox, and α-FCM + ANN + Cox. In particular, the first component of the models aims to cluster data in two churner and nonchurner groups and also filter out unrepresentative data or outliers. Then, the clustered data as the outputs are used to assign customers to churner and nonchurner groups by the second technique. Finally, the correctly classified data are used to create Cox proportional hazards model. To evaluate the performance of the hierarchical models, an Iranian mobile dataset is considered. The experimental results show that the hierarchical models outperform the single Cox regression baseline model in terms of prediction accuracy, Types I and II errors, RMSE, and MAD metrics. In addition, the α-FCM + ANN + Cox model significantly performs better than the two other hierarchical models.

  11. Improving customer churn models as one of customer relationship management business solutions for the telecommunication industry

    OpenAIRE

    Slavescu, Ecaterina; Iulian PANAIT

    2012-01-01

    Nowadays, when companies are dealing with severe global competition, they are making serious investments in Customer Relationship Management (CRM) strategies. One of the cornerstones in CRM is customer churn prediction, the practice of determining a mathematical relation between customer characteristics and the likelihood to end the business contract with the company. This paper focuses on how to better support marketing decision makers in identifying risky customers in telecom industry by us...

  12. 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.)

  13. 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.

  14. 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

  15. PERANCANGAN MODEL BASIS DATA SISTEM OPERASIONAL BERBASISKAN CUSTOMER RELATIONSHIP MANAGEMENT

    Directory of Open Access Journals (Sweden)

    Tanty Oktavia

    2013-11-01

    Full Text Available Data is a very important asset for a company since it describes the companys 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 the vision 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.

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

    Directory of Open Access Journals (Sweden)

    Ali Kazemi

    2012-12-01

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

  17. A Kano Model Based Linguistic Application for Customer Needs Analysis

    Directory of Open Access Journals (Sweden)

    Md Mamunur Rashid

    2011-05-01

    Full Text Available Linguistic is the systematic study of language. Now quality doesn't always mean the "tangible attribute" of a product or service. It may also be linguistic. Thus, linguistic has applied for product design through capturing the voice of Customers. Capturing of the voice of customers has been done in different way, like Quality Function Deployment (QFD, Kansei Engineering and Kano Model regarding product design. Kano Model has two dimensional linguistic approaches, which is more voice capturing capacity than other methods. Reverse attribute study is important for more reliable product design for next actions than other attributes of Kano model i.e. attractive, must-be, one-dimensional and indifferent. Thus, this paper is exclusively study for reverse attribute. For this purpose, a reverse attribute based linguistic approach, which is run in the computer system for product design regarding Kano model aspect using threshold numbers of real consumers opinions converted into probability through fuzzy concept as an input of Monte Carlo Simulation system determining virtual customers is described in this paper.

  18. DESIGN ATTRIBUTES OPTIMIZATION MODEL FOR CUSTOMIZED PRODUCT AND ITS APPLICATION

    Institute of Scientific and Technical Information of China (English)

    Cao Le; Liu Fei; Lei Qi

    2005-01-01

    By formulating the design of customized product as a multi-objective optimization problem,a method for designing customized product according to the relative importance of customer needs is proposed. This method searches for the optimal design that maximizes customer satisfaction by establishing mapping from design attributes to the degree of customer satisfaction on each customer need.A window product is taken as an example for case study. The result indicates that this method is feasible.

  19. Marketing and PR in Social Media : How the utilization of Instagram builds and maintains customer relationships

    OpenAIRE

    Bergström, Thamwika; Bäckman, Lisa

    2013-01-01

    With the rise of social media and the emergence of smartphones, new possibilities have arisen for companies to create and maintain customer relations. Today, customers expect companies to be represented on social media platforms. Customers today will discuss companies and products on social media, regardless of whether the companies are represented on the platforms or not. Therefore, it is important for companies to be present on these platforms in order to be a part of the discussion. On Ins...

  20. Connecting customers' satisfaction to sustainable development. A Marketing models perspective

    National Research Council Canada - National Science Library

    Ioan Constantin Enache

    2015-01-01

      The increase information quantity and availability has generated transformations in customer behaviour, by having almost immediately access to huge amounts of data the customers' process of buying...

  1. Designing and operationalizing a customized internal evaluation model for cancer treatment support programs.

    Science.gov (United States)

    Moore, Heather K; Preussler, Jaime; Denzen, Ellen M; Payton, Tammy J; Thao, Viengneesee; Murphy, Elizabeth A; Harwood, Eileen

    2014-09-01

    Be The Match® Patient and Health Professional Services (PHPS) supports patients undergoing hematopoietic cell transplant (HCT) and caregivers by providing educational programs and resources. HCT is a potentially curative therapy for blood cancers such as leukemia and lymphoma. To help meet the increasing demand for support services, PHPS implemented a multipronged plan to build and sustain the organization's capacity to conduct evaluation of its programs and resources. To do so, PHPS created and operationalized an internal evaluation model, developed customized resources to help stakeholders incorporate evaluation in program planning, and implemented utilization-focused evaluation for quality improvement. Formal mentorship was also critical in the development of an evidence-based, customized model and navigating inherent challenges throughout the process. Our model can serve as a guide for evaluators on establishing and operationalizing an internal evaluation program. Ultimately, we seek to improve support and education services from the time of diagnosis through survivorship.

  2. Modeling Customer Loyalty by System Dynamics Methodology (Case Study: Internet Service Provider Company

    Directory of Open Access Journals (Sweden)

    Alireza Bafandeh Zendeh

    2016-03-01

    Full Text Available Due to the complexity of the customer loyalty, we tried to provide a conceptual model to explain it in an Internet service provider company with system dynamics approach. To do so, the customer’s loyalty for statistical population was analyzed according to Sterman’s modeling methodology. First of all the reference modes (historical behavior of customer loyalty was evaluated. Then dynamic hypotheses was developed by utilizing causal - loop diagrams and stock-flow maps, based on theoretical literature. In third stage, initial conditions of variables, parameters, and mathematical functions between them were estimated. The model was tested, finally advertising, quality of services improvement and continuing the current situation scenarios were evaluated. Results showed improving the quality of service scenario is more effectiveness in compare to others

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

    NARCIS (Netherlands)

    Schiele, H.; Veldman, J.; 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

  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. Mining Unstructured Data using Artificial Neural Network and Fuzzy Inference Systems Model for Customer Relationship Management

    Directory of Open Access Journals (Sweden)

    P Isakki

    2011-07-01

    Full Text Available Data warehouse and mining are able to provide the structure to record whole customer's information, detecting important customers systematically, the change of identifying the individual and valuable customers. "Customer Relationship" is one of the most important factors to construct the core of competitiveness, especial in service industries for running business forever. Therefore, the objective of this paper is to apply the data warehouse and data mining technologies to analyze the customers' behavior in order to form the right of customers' profile. This could provide the best service model owing to the enounced of customer-orientation and making more effective marketing strategy.

  7. Model of Improving Customer Loyalty in Electronic Stores

    Directory of Open Access Journals (Sweden)

    Ali Attafar

    2011-12-01

    Today, due to the growth and diversity of e-commerce technologies, the number of virtual stores is exponentially increasing and this has created new challenges in business. Therefore, improving customer loyalty is critically important for sustaining success of electronic stores. In this regard, an attempt has been made to propose an appropriate model for improving loyalty of customers in electronic stores. The study population includes faculty and students of Yazd University who have had experience of buying books from online bookstores. Due to non-normal distribution of data, nonparametric methods (sign test, Mann-Whitney, Friedman and Kruskal-Wallis have been used for data analysis. Findings imply that 21 components have been extracted in three general categories, i.e. customer service, design and trust influence e-loyalty, which explain totally 70% of the structure of factors influencing e-loyalty in online bookstores. Findings indicate that from the viewpoint of faculty and students of Yazd University, indicators related to "trust" have the highest influence on improving e-loyalty.

  8. Model of Improving Customer Loyalty in Electronic Stores

    Directory of Open Access Journals (Sweden)

    Ali Atafar

    2011-01-01

    Full Text Available Today, due to the growth and diversity of e-commerce technologies, the number of virtual stores is exponentially increasing and this has created new challenges in business. Therefore, improving customer loyalty is critically important for sustaining success of electronic stores. In this regard, an attempt has been made to propose an appropriate model for improving loyalty of customers in electronic stores. The study population includes faculty and students of Yazd University who have had experience of buying books from online bookstores. Due to non-normal distribution of data, nonparametric methods (sign test, Mann-Whitney, Friedman and Kruskal-Wallis have been used for data analysis. Findings imply that 21 components have been extracted in three general categories, i.e. customer service, design and trust influence e-loyalty, which explain totally 70% of the structure of factors influencing e-loyalty in online bookstores. Findings indicate that from the viewpoint of faculty and students of Yazd University, indicators related to "trust" have the highest influence on improving e-loyalty.

  9. 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...

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

    DEFF Research Database (Denmark)

    Pensini, Alessandro; Mammoli, A.

    2014-01-01

    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...... 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...

  11. 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.

  12. Customized computer models of eyes with intraocular lenses

    Science.gov (United States)

    Rosales, P.; Marcos, S.

    2007-03-01

    We compared experimental wave aberrations in pseudophakic eyes with aspheric intraocular lenses (IOLs) to simulate aberrations from numerical ray tracing on customized computer eye models using corneal topography, angle λ, ocular biometry, IOL geometry, and IOL tilt and decentration measured on the same eyes. We found high correlations between real and simulated aberrations even for the eye with only the cornea, and these increased on average when the IOL geometry and position were included. Relevant individual aberrations were well predicted by the complete eye model. Corneal spherical aberration and horizontal coma were compensated by the IOL, and in 58.3% of the cases IOL tilt and decentration contributed to compensation of horizontal coma. We conclude that customized computer eye models are a good representation of real eyes with IOLs and allow understanding of the relative contribution of optical, geometrical and surgically-related factors to image quality. Corneal spherical aberration is reduced by aspheric IOLs, although other corneal high order aberrations are still a major contributor to total aberrations in pseudophakic eyes. Tilt and decentration of the IOLs represent a relatively minor contribution of the overall optical quality of the eye.

  13. Realization and Application of Customer Attrition Early Warning Model in Security Company

    Directory of Open Access Journals (Sweden)

    Shen Yizhen

    2012-09-01

    Full Text Available In this paper, we propose the customer attrition early warning model based on data warehouse and data mining technologies, which is achieved and applied in our security company. The modeling variables can be selected by means of the combination with decision tree and the gradual regression in Logistic regression. Then customer attrition early warning model can be constructed based on Logistic regression. The results show that the model can strongly promote the customer attrition capturing rate, push on the building of the company customer marketing management and customer service management organization, and economize the marketing cost. The company profits promotion and trade competitive power can be promised.

  14. The European customer satisfaction index model: an application to the international hotel

    Directory of Open Access Journals (Sweden)

    Şirvan Şen Demir

    2012-04-01

    Full Text Available The purposes of this study are (1 to analyze the influence of corporate image, customer expectations, perceived quality and value on customer satisfaction and (2 to examine the relationship between customer satisfaction and customer loyalty. Through conducting a face-to-face interview, a total of 381 questionnaires were collected from tourists who were citizens of countries in European Union and stayed at international five-star hotels in Istanbul and Ankara. Structural Equation Modeling (SEM indicates a remarkable result that the latent factors (corporate image and customer expectations have a significant and positive influence on perception of quality-value and customer satisfaction, and positive relation between customer satisfaction and customer loyalty. As a result, the findings indicate that all factors have a significant correlation with each other. The findings are very important for the customer satisfaction.

  15. 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.

  16. The Decision of Logistics Service Level Based .on Customer Utility%基于顾客效用的物流服务水平决策

    Institute of Scientific and Technical Information of China (English)

    陈燕琴

    2011-01-01

    从顾客的角度出发,以物流服务效用为基础,通过建立企业利润与物流服务水平、物流服务价格的关系模型,分析了物流服务水平与顾客效用的关系,进一步帮助物流企业确定合理的物流服务水平及其相应的价格,最终更好地满足顾客的需求和获得更大的利润。%From the point of view of the customer, this paper establishes the model of the relationship between profit, logistics service level and logistics service price on the base of logistics service utility. It also analyzes the relationship between logistics service level and customer utility, in order to help the enterprise to determine the reasonable logistics service level and the corresponding price, and ultimately to meet customer needs and to obtain greater profits.

  17. 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.

  18. 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

  19. Using the Outcome-Driven Innovation Approach to Develop a Customer Value Model for Lighting

    OpenAIRE

    Dalton, Nonie

    2012-01-01

    LED technology is on the cusp of disrupting the entire lighting industry if the industry can develop new lighting products that customers will want to use and purchase. Understanding what customers value from their lighting products is an open question for the industry. To answer this question and to provide a deeper understanding of customer’s needs, I have applied the outcome driven innovation approach. Through this approach the customer value model was developed, which identifies customers...

  20. The European customer satisfaction index model: an application to the international hotel

    OpenAIRE

    Şirvan Şen Demir

    2012-01-01

    The purposes of this study are (1) to analyze the influence of corporate image, customer expectations, perceived quality and value on customer satisfaction and (2) to examine the relationship between customer satisfaction and customer loyalty. Through conducting a face-to-face interview, a total of 381 questionnaires were collected from tourists who were citizens of countries in European Union and stayed at international five-star hotels in Istanbul and Ankara. Structural Equation Modelling (...

  1. The European customer satisfaction index model: an application to the international hotel

    Directory of Open Access Journals (Sweden)

    Şirvan Şen Demir

    2012-04-01

    Full Text Available The purposes of this study are (1 to analyze the influence of corporate image, customer expectations, perceived quality and value on customer satisfaction and (2 to examine the relationship between customer satisfaction and customer loyalty. Through conducting a face-to-face interview, a total of 381 questionnaires were collected from tourists who were citizens of countries in European Union and stayed at international five-star hotels in Istanbul and Ankara. Structural Equation Modelling (SEM indicates a remarkable result that the latent factors (corporate image and customer expectations have a significant and positive influence on perception of quality-value and customer satisfaction, and positive relation between customer satisfaction and customer loyalty. As a result, the findings indicate that all factors have a significant correlation with each other.

  2. 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

  3. 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.

  4. 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....

  5. 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

  6. 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.

  7. 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.

  8. Team Risk Management: A New Model for Customer-Supplier Relationships

    Science.gov (United States)

    1994-07-01

    Management : A New Model for Customer - Supplier Relationships Ronald P. Higuera "Audrey J. Dorofee Julie A. Walker Ray C. Williams July 1994 ""•// 94...N/A N/A N/A 11. TITLE (Include Secuity Claaaificatioa) Team Risk Management : A New Model for Customer -Supplier Relationships 12. PERSONAL AUTHOR(S...by block number) FIELD GROUP SUB. GR. Customer - Supplier Relationships Risk Team Risk Management 19. ABSTRACT (cominus on = if necesaryd id’y by block

  9. 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.

  10. Business model development for customer-oriented housing renovation

    NARCIS (Netherlands)

    Mlecnik, E.; Kondratenko, I.; Haavik, T.

    2012-01-01

    Processes for ambitious energyefficient housing renovation are at present often too fragmented between many SMEs and clients have difficulties handling all information. This brings communication, planning, coordination and execution problems. It is also difficult for customers to find single respons

  11. An Approach for Customer Satisfaction: Evaluation, Validation and Modeling By A Markov Chain

    Directory of Open Access Journals (Sweden)

    Amina EL KEBBAJ

    2015-01-01

    Full Text Available The main objective of this work is to develop a practical approach to improve customer satisfaction, which is generally regarded as the pillar of customer loyalty to the company. Today, customer satisfaction is a major challenge. In fact, listening to the customer, anticipating and properly managing his claims are stone keys and fundamental values for the company. From a perspective of the quality of the product, skills, and mostly, the service provided to the customer, it is essential for organizations to differentiate themselves, especially in a more competitive world, in order to ensure a higher level of customer satisfaction. Ignoring or not taking into account customer satisfaction can have harmful consequences on both the economic performances and the organization’s image. For that, it is crucial to develop new methods and have new approaches to the problematic customer dissatisfaction, by improving the services quality provided to the costumer. This work describes a simple and practical approach for modeling customer satisfaction for organizations in order to reduce the level of dissatisfaction using the decisional prediction that allows companies to anticipate and adapt to future changes in their environment to be able to make the best decisions to ensure their sustainability. This approach respects the constraints of the organization and eliminates any action that can lead to loss of customers and degradation of the image of the organization. The problem is mathematically modeled by a Markov chain and practical examples to illustrate the work are given.

  12. 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.

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

    Directory of Open Access Journals (Sweden)

    Cabello González, José Manuel

    2015-11-01

    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.

  14. 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 pr

  15. 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

  16. 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

  17. Using industrial models and strategic planning to improve customer service.

    Science.gov (United States)

    Tessier, P

    1997-01-01

    Years ago, the laboratory industry took a cue from what Demming taught the Japanese car industry to improve the way it approached quality assurance; now it's time to learn from an American car manufacturer to step into the future of customer service. The Saturn company has instituted a revolutionary way to relate to their customers. They have carefully identified every single point of contact with them and then made it their business to not just meet, but to exceed the expectations of clients and future clients at each and every interface.

  18. A new extension of dynamic simplex model for the public transport customer satisfaction

    Directory of Open Access Journals (Sweden)

    Cristina Bernini

    2013-05-01

    Full Text Available The dynamic analysis of Customer Satisfaction is particularly useful for monitoring either customer satisfaction over time or customer behaviour reaction to company strategies, and therefore for measuring their effectiveness and efficiency. In the paper we address the following questions: does the level of customer satisfaction change over time? If yes, which factors might explain these differences? Does customer expectation influence the overall satisfaction over time? In order to answer to these questions, we propose a new extended dynamic version of LISREL model and we evaluate its performance on pseudo-panel data, built on the Customer Satisfaction of Tram Surveys conducted by the Faculty of Statistical Sciences for the Tram Agency of public transport in Rimini in the period 2000 to 2004.

  19. Developing a Strategic Model for Customer Relation Management in Agricultural Bank

    Directory of Open Access Journals (Sweden)

    Mohammad Ebrahim Alisamir

    2016-12-01

    Full Text Available The present study is aimed at developing a strategic model for CRM in Agricultural Bank with the approach of customer-bank touch points. In the first step, customer-bank touch points were identified according to experts’ ideas and consequently, the degree of customers’ use of each point and its significance degree including staff, branches, products and services, electronic portals, guidelines and procedures and advertising were identified and then, the relationship between customer retention and touch points were investigated via a questionnaire (after confirming validity and reliability. The sample size was determined via Cochrane formula. Then the collected data were analyzed using SPSS 22. Then, findings of the present study indicate that the significant relationship of touch points and customer retention resulted in standardizing customer-bank touch points for retention and increase in customer retention degree.

  20. Service Innovation Involved by Employees and Customers:From Conceptual Model to an IT Service Case

    Institute of Scientific and Technical Information of China (English)

    LIU De-wen; LU Ruo-yu

    2006-01-01

    With the service industry and information technology developing, Service innovation occurs continually in business today. It is important for service firms to understand the service's business and process;customer knowledge including needs, expectations and experiences.However, employees are key factor to collect the customer's advice. At the same time, employees may organize customers for the new service. So, the integration of employees and customers will help service firm in the way of developing a new service and upgrading a service. The paper describes some models to explain the relation based on some literatures and give some advices for service firms. At last, we introduce an IT service case

  1. Structural equation modelling of determinants of customer satisfaction of mobile network providers: Case of Kolkata, India

    Directory of Open Access Journals (Sweden)

    Shibashish Chakraborty

    2014-12-01

    Full Text Available The Indian market of mobile network providers is growing rapidly. India is the second largest market of mobile network providers in the world and there is intense competition among existing players. In such a competitive market, customer satisfaction becomes a key issue. The objective of this paper is to develop a customer satisfaction model of mobile network providers in Kolkata. The results indicate that generic requirements (an aggregation of output quality and perceived value, flexibility, and price are the determinants of customer satisfaction. This study offers insights for mobile network providers to understand the determinants of customer satisfaction.

  2. 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.

  3. 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

  4. 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.

  5. 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.

  6. 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.

  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 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.

  9. 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.

  10. Conceptual model for decomposing the value for the customer

    OpenAIRE

    Nicola, Susana; Ferreira, Eduarda Pinto; Ferreira, João José Pinto

    2012-01-01

    Value has been defined in different theoretical contexts as need, desire, interest, standard /criteria, beliefs, attitudes, and preferences. The creation of value is key to any business, and any business activity is about exchanging some tangible and/or intangible good or service and having its value accepted and rewarded by customers or clients, either inside the enterprise or collaborative network or outside. “Perhaps surprising then is that firms often do not know how to define...

  11. 基于属性重要度的产品定制程度测量模型及定制策略%Customization Tactics and the Measurement Model of Customization Degree Based on Attribute Importance

    Institute of Scientific and Technical Information of China (English)

    徐哲; 刘沁波; 陈立

    2012-01-01

    定制程度的高低反映了制造商对顾客个性化需求响应的程度.运用组合分析法建立基于效用的顾客属性定制偏好测量模型和基于属性重要度的产品定制程度测量模型;以笔记本电脑装配定制为研究对象,运用K-means聚类将样本分成5个不同的属性偏好群体,测量个体与5个属性偏好群体满意度,比较分析多样化生产方式与定制化生产方式下顾客满意度的差异,建立不同偏好群体定制程度与顾客满意度之间的回归模型.研究表明,按照定制属性重要度从大到小依次进行定制生产比细分市场的多样化生产能更有效地提高顾客满意度.%The customization degree reflects the level of the manufacturer response to the customer individual requirements. The measuring model of attribute customization preference based on utility and that of customization degree based on attribute importance are established by using conjoint analysis. In research of laptop computer assembly customization, the customers sample is divided into five different attribute preference groups using K means, the satisfaction degree of individual and five attribute preference groups are measured and the diversity of satisfaction degree between diversified production mode and customization mode are comparatively analyzed, and the regression equation is set up, which describes the relationship between customization degree of different preferences groups and customer satisfaction. The results show that customization production in accordance with customization attribute importance can increase the customer's satisfaction much more effectively than market segments production mode.

  12. 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).

  13. 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

    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...... 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...... 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...

  14. 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.

  15. KNOWLEDGE MANAGEMENT DRIVEN BUSINESS PROCESS AND WORKFLOW MODELING WITHIN AN ORGANIZATION FOR CUSTOMER SATISFACTION

    Directory of Open Access Journals (Sweden)

    Atsa Etoundi roger,

    2010-12-01

    Full Text Available Enterprises to deal with the competitive pressure of the network economy have to design their business processes and workflow systems based on the satisfaction of customers. Therefore, mass product productions have to be abandoned for individual and customized products. Enterprises that fail to meet this challenge will beobliged to step down. Those which tackle this problem need to manage the knowledge of various customers in order to come out with a set of criteria for the delivery of services or production of products. These criteria should then be use to reengineer the business processes and workflows accordingly for the satisfaction of eachof the customers. In this paper, based on the knowledge management approach, we define an enterprise business process and workflow model for the delivery of services and production of goods based on the satisfaction of customers.

  16. 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...... are identified. At last, the functions of the chosen segments with the smallest interval, define the FRs appealing to the biggest target group. The proposed extension to the model should assist product developers within various fields to more effectively evaluate which FRs should be implemented when considering...

  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. 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.

  19. 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.

  20. The Service Utility Model in Service Management

    Institute of Scientific and Technical Information of China (English)

    LI Yan; ZHOU Wen-an; SONG Jun-de

    2005-01-01

    Aiming to provide a measurable service Quality of Service (QoS) evaluating method for service inventory management, this paper proposes a new mobile Service Utility Model (SUM), considers the service and business layer elements into the service utility influence profile, and proposes an self-adaptive service inventory management algorithm as a QoS control scheme based on SUM. It can be concluded from the simulation result that the service inventory utility can be fully reflected by SUM and the whole system efficiency is greatly increased by using SUM as the adaptive rule.

  1. Investigating the Customer Loyalty Model in the Chain Stores of Iran

    Directory of Open Access Journals (Sweden)

    Ali Sanayei

    2015-06-01

    Full Text Available The purpose of this paper is to investigate customer loyalty model for the chain stores of Iran according to factors include perceived value, customer satisfaction, perceived quality, store image, customer relationship, perceived equity, trust and store atmosphere as preconditions of loyalty and brand preference, repurchase intention, word of mouth referral and expected switching cost as consequences of customer loyalty. This study is applied research and descriptive - correlation in terms of purpose and methodology. The statistical population includes Customers of three chain stores, Refah and Shahrvand and Etka, in five big city of Iran includes Tehran, Mashhad, Isfahan, Tabriz and Shiraz and the sample was calculated for 1227 persons. Data collected by questionnaire and it is use structural equation model (SEM and Lisrel for hypothesis analysis. The result show in the chain stores both trust and satisfaction have direct impact and store atmosphere, perceived quality and perceived value has indirect impact on customer loyalty. Moreover, influence of relationship, image and equity has not supported. In addition, brand preference, expected switching cost and word of mouth referral are direct consequences and repurchase intention is indirect of customer loyalty.

  2. 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.

  3. Customer relationship management maturity model (CRM3: A model for stepwise implementation

    Directory of Open Access Journals (Sweden)

    Babak Sohrabi

    2010-01-01

    Full Text Available Being multifaceted process, implementing customer relationship management (CRM project has a high risk and uncertainty that must be reduced using planning to get the desirable benefits. As a matter of fact, existing and optimal position must be determined to reduce the gap between them via suitable investment. To identify this gap as well as the way to higher and optimal condition, maturity model can be used. Relying on extended literature, the present paper reviews the existing models and then develops a model for measuring CRM maturity based on CRM critical success factors, CMMI levels and RADAR logic.

  4. Model of operating and balancing assembly line in a mass customization environment

    Institute of Scientific and Technical Information of China (English)

    Wei Dong; Jin Ye; Wang Rong; Wang Zheng

    2003-01-01

    The successful implementation of mass customization lies on reengineering technology and management methods to organize the production. Especially in assembly phase, various product con figurations, due-time penalties and order-driven strategy challenge the traditional operation and man agement of assembly lines. The business features and the operation pattern of assembly line based on mass customization are analyzed. And the research emphatically studies various technologic factors to improve customer satisfaction and their corresponding implement methods in operating assembly line.In addition, the models are proposed for operating assembly line under dynamic process environment in mass customization. A genetic approach is developed to provide the optimal solution to the models.The effectiveness of the proposed approach is evaluated with an industrial application.

  5. A Support Vector Machine-based Evaluation Model of Customer Satisfaction Degree in Logistics

    Institute of Scientific and Technical Information of China (English)

    SUN Hua-li; XIE Jian-ying

    2007-01-01

    This paper pressnts a novel evaluation model of the customer satisfaction degree (CSD) in logistics based on support vector machine (SVM). Firstly, the relation between the suppliers and the customers is analyzed. Secondly, the evaluation index system and fuzzy quantitative methods are provided. Thirdly, the CSD evaluation system including eight indexes and three ranks rinsed on one-against-one mode of SVM is built. Last simulation experiment is presented to illustrate the theoretical results.

  6. 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.

  7. 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

  8. 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.

  9. Volumetric Changes in Edentulous Alveolar Ridge Sites Utilizing Guided Bone Regeneration and a Custom Titanium Ridge Augmentation Matrix (CTRAM)

    Science.gov (United States)

    2016-06-01

    Milling CBCT Cone Beam Computed Tomography CT Computed Tomography CTRAM Custom Titanium Ridge Augmentation Matrix DMLS Direct Metal Laser Sintering ...could be used by Direct Metal Laser Sintering (DMLS) to create custom titanium mesh to reconstruct a deficient maxillary alveolar anterior ridge. A pre...Sinus Augmentations. Int J Periodont Rest Dent 2005; 25:231-237. Ciocca L, Fantini M, De Crescenzio F, Corinaldesi G, Scotti R. Direct Metal

  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. PMID:25162050

  11. 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.

  12. The utility of using customized heterochromatic flicker photometry (cHFP) to measure macular pigment in patients with age-related macular degeneration

    OpenAIRE

    Stringham, J.M; Hammond, BR; Nolan, John,; Wooten, BR; Mammen, A.; Smollen, W

    2008-01-01

    The purpose of this study was to assess the utility and validity of using customized heterochromatic flicker photometry (cHFP) to measure macular pigment optical density (MPOD) in patients with intermediate stages of age-related macular degeneration (AMD). The measurement procedure was optimized to accommodate individual differences in temporal vision related to age, disease, or other factors. The validity criteria were based on the similarity of the spectral absorption curves to ex vivo curv...

  13. The Sustainable Energy Utility (SEU) Model for Energy Service Delivery

    Science.gov (United States)

    Houck, Jason; Rickerson, Wilson

    2009-01-01

    Climate change, energy price spikes, and concerns about energy security have reignited interest in state and local efforts to promote end-use energy efficiency, customer-sited renewable energy, and energy conservation. Government agencies and utilities have historically designed and administered such demand-side measures, but innovative…

  14. Modeling of harmonic injections from residential customers; Modelisation des injections harmoniques de la clientele domestique

    Energy Technology Data Exchange (ETDEWEB)

    Deflandre, T.; Lachaume, J.; Leonardi, O. [Electricite de France (EDF), 92 - Clamart (France). Direction des Etudes et Recherches

    1996-05-01

    In the framework of a French research program on harmonics, the effects of the different devices used in residential installations in terms of harmonic emissions, are studied. The harmonic currents injected by various widely used equipments such as refrigerators, PCs, TV sets, microwave ovens, lighting equipment, washing machines, etc., have been measured, considering the harmonic current amplitude and phase. Realistic operation cycles were simulated and the daily load curve of each equipment has been derived from a set of measures at customer`s homes. A statistical analysis has led to the development of an harmonic injection equivalent model, representative of the mean residential customer in France. The resulting model is compared to the 5. harmonic voltage recorded on the French 400 kV network during a middle-week day. The two curves are very similar, leading to consider that residential harmonic emission has a strong effect on the general level of harmonics on the power system

  15. 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.

  16. 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.

  17. 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.

  18. Customized Finite Element Modelling of the Human Cornea.

    Directory of Open Access Journals (Sweden)

    Irene Simonini

    Full Text Available 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.

  19. 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

    National Research Council Canada - National Science Library

    Hossein Rahimi Koloor

    2015-01-01

    .... 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...

  20. Linear Friction Welding Process Model for Carpenter Custom 465 Precipitation-Hardened Martensitic Stainless Steel

    Science.gov (United States)

    Grujicic, M.; Yavari, R.; Snipes, J. S.; Ramaswami, S.; Yen, C.-F.; Cheeseman, B. A.

    2014-06-01

    An Arbitrary Lagrangian-Eulerian finite-element analysis is combined with thermo-mechanical material constitutive models for Carpenter Custom 465 precipitation-hardened martensitic stainless steel to develop a linear friction welding (LFW) process model for this material. The main effort was directed toward developing reliable material constitutive models for Carpenter Custom 465 and toward improving functional relations and parameterization of the workpiece/workpiece contact-interaction models. The LFW process model is then used to predict thermo-mechanical response of Carpenter Custom 465 during LFW. Specifically, temporal evolutions and spatial distribution of temperature within, and expulsion of the workpiece material from, the weld region are examined as a function of the basic LFW process parameters, i.e., (a) contact-pressure history, (b) reciprocation frequency, and (c) reciprocation amplitude. Examination of the results obtained clearly revealed the presence of three zones within the weld, i.e., (a) Contact-interface region, (b) Thermo-mechanically affected zone, and (c) heat-affected zone. While there are no publicly available reports related to Carpenter Custom 465 LFW behavior, to allow an experiment/computation comparison, these findings are consistent with the results of our ongoing companion experimental investigation.

  1. 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.

  2. 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.

  3. 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.

  4. A Customer-driven Model of Job Design: Towards a General Theory.

    Science.gov (United States)

    Conti, Robert F.; Warner, Malcolm

    2002-01-01

    Ten production sites in the United Kingdom, North America, Japan, and Malta tested a model of worker discretion in job tasks, based on customer preferences. Results suggest that production jobs should be designed to maximize worker judgment, knowledge, and initiative, allowing broad discretion in all tasks except those that can have a negative…

  5. Exploring New Service Models: Can Consolidating Public Service Points Improve Response to Customer Needs?

    Science.gov (United States)

    Flanagan, Pat; Horowitz, Lisa R.

    2000-01-01

    Describes an experimental integrated service point that combines the desks and staff who perform reference and circulation at one of Massachusetts Institute of Technology's libraries. Considers whether this service model can consolidate public service points to improve response to customer needs; discusses performance measurement; and offers…

  6. Providing a Model for Successful Implementation of Customer Relationship Management (Case Study: Zahedan Industrial City

    Directory of Open Access Journals (Sweden)

    Amin-Reza Kamalian

    2013-05-01

    Full Text Available This study presents a model for Successful Implementation of Customer Relationship Management (CRM for small and medium-sized enterprises (SMEs in Zahedan industrial city. Having extensive theoretical study, the factors influencing the success of customer relationship management were identified. Using a standard questionnaire with reliability of 96.2 percent (Cronbach's alpha coefficient, existing and desired situations of these factors were compared by experts' point of view. Research population consists of industrialists and professionals in Zahedan industrial city. Because of small population size, data obtained by the entire population; i.e. 54 companies. This applied study is in descriptive-analytical type. Data analysis was performed using SPSS software. Results indicated that all factors affecting the success of implementing customer relationship management, except technology, are used in these companies.

  7. DATA MODEL CUSTOMIZATION FOR YII BASED ERP APPLICATION

    Directory of Open Access Journals (Sweden)

    Andre Leander

    2014-01-01

    Full Text Available As UD. Logam Utama’s business grow, trigger the need of fast and accurate information in order to improve performance, efficiency, control and company’s values. The company needs a system that can integrate each functional area. ERP has centralized database and able to be configured, according to company’s business processes.First phase of application development is analysis and design the company’s business processes. The design phase produce a number of models that will be used to created application.The final result of application development is an ERP application that can be configured with the company’s business process. The ERP application consist of warehouse or production module, purchasing module, sales module, and accounting module.

  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. 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....

  10. Model of Appling Data Mining Techniques in identification, segmentation and Analysis of Customers Behaviour of Electronic Banking Services

    Directory of Open Access Journals (Sweden)

    Mohammad Khanbabaei

    2013-09-01

    Full Text Available Banks need to identify and analyze the behavior of their customers in order to present electorinc services to them. In high volume customers' data set, data mining techniques can help to gain hidden knowledge for supporting marketing decisions. The main problem is how using data mining and RFM analysis model in identification and analysis of customers' behavior in order to segment and classify and select groups of valuable customers. The proposed model in this paper is based on CRISP – DM standard in data mining and in this model, after data preparation and preprocessing, two approaches are presented. 1. Customers segmentation via clustering and then, calculate customer value in clusters and ranking them for finding valuable clusters. 2. Scoring and determine customer value as target attribute in construction of classification models of customers value. Demographic and transactional data set are used to train and test of the proposed model. Results shows using the proposed model can identify and analyze customers with respect to their behaviors and segment and classify them until supporting and promoting marketing decisions can be done.

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

    Directory of Open Access Journals (Sweden)

    Yu-Jie Zhao

    2014-01-01

    Full Text Available 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.

  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. Customer portfolios

    DEFF Research Database (Denmark)

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

    2017-01-01

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

  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. Lifecycle Agile Supply Chain Modeling for Customized and ComplicatedProducts Based on CPC

    Institute of Scientific and Technical Information of China (English)

    景旭文; 赵良才; 张庆奎

    2004-01-01

    Customized and complicated products are usually high-priced with a long lifecycle. They provide customers with some maintenance capacity. While a great deal of research on product lifecycle design has been carried out, studies on the lifecycle agile supply chain (LASC) are less covered. The LASC functions, management goals, mathematical expressions and overall descriptions of the information model are discussed in this paper. The product lifecycle configuration is a core of the LASC information flow. The structure,function, manufacturing and maintenance configuration views are generated by coordinated lifecycle design. Purchase view 1 in the manufacturing phase is formed by combining the manufacturing configuration with B2B supply model, while purchase view 2 in the maintenance phase is formed by combining maintenance configuration with B2C supply model, serving the production and repair planning respectively. A prototype system has included some basic functions of this model.

  16. 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.)

  17. Utilizing computer models for optimizing classroom acoustics

    Science.gov (United States)

    Hinckley, Jennifer M.; Rosenberg, Carl J.

    2002-05-01

    The acoustical conditions in a classroom play an integral role in establishing an ideal learning environment. Speech intelligibility is dependent on many factors, including speech loudness, room finishes, and background noise levels. The goal of this investigation was to use computer modeling techniques to study the effect of acoustical conditions on speech intelligibility in a classroom. This study focused on a simulated classroom which was generated using the CATT-acoustic computer modeling program. The computer was utilized as an analytical tool in an effort to optimize speech intelligibility in a typical classroom environment. The factors that were focused on were reverberation time, location of absorptive materials, and background noise levels. Speech intelligibility was measured with the Rapid Speech Transmission Index (RASTI) method.

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

    OpenAIRE

    Feipeng Guo; Qibei Lu

    2015-01-01

    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 ...

  19. ROBUST DESIGN MODELS FOR CUSTOMER-SPECIFIED BOUNDS ON PROCESS PARAMETERS

    Institute of Scientific and Technical Information of China (English)

    Sangmun SHIN; Byung Rae CHO

    2006-01-01

    Robust design (RD) has received much attention from researchers and practitioners for years, and a number of methodologies have been studied in the research community. The majority of existing RD models focus on the minimum variability with a zero bias. However, it is often the case that the customer may specify upper bounds on one of the two process parameters (i.e., the process mean and variance). In this situation, the existing RD models may not work efficiently in incorporating the customer's needs. To this end, we propose two simple RD models using the ε-constraint feasible region method - one with an upper bound of process bias specified and the other with an upper bound on process variability specified. We then conduct a case study to analyze the effects of upper bounds on each of the process parameters in terms of optimal operating conditions and mean squarederror.

  20. Customs Inspection

    Science.gov (United States)

    1977-05-01

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

  1. Modeling utilization distributions in space and time.

    Science.gov (United States)

    Keating, Kim A; Cherry, Steve

    2009-07-01

    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.

  2. Animal Models Utilized in HTLV-1 Research.

    Science.gov (United States)

    Panfil, Amanda R; Al-Saleem, Jacob J; Green, Patrick L

    2013-01-01

    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.

  3. 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.

  4. 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.

  5. 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.

  6. Modeling of beam customization devices in the pencil beam splitting algorithm for heavy charged particle radiotherapy

    OpenAIRE

    Kanematsu, Nobuyuki

    2010-01-01

    A broad-beam-delivery system for radiotherapy with protons or ions often employs multiple collimators and a range-compensating filter, which offer complex and potentially useful beam customization. It is however difficult for conventional pencil-beam algorithms to deal with fine structures of these devices due to beam-size growth during transport. This study aims to avoid the difficulty with a novel computational model. The pencil beams are initially defined at the range-compensating filter w...

  7. 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’.

  8. The Hot Spot Analysis: Utilization as Customized Management Tool towards Sustainable Value Chains of Companies in the Food Sector

    Directory of Open Access Journals (Sweden)

    H. Rohn

    2014-12-01

    Full Text Available The food and agricultural sector will face numerous challenges in the next decades, arising from changing global production and consumption patterns, which currently go along with high resource use, causing ecological and socio-economic impacts. The aim of this paper is to illustrate and evaluate the practical applicability of the Hot Spot Analysis methodology in the context of supply chain management in companies. The HSA is a method to identify social and ecological problems along the entire life cycle of a product. Special emphasis is put on a customized implementation in the value chain beef of McDonald’s Germany. The HSA of McDonald’s beef value chain shows that the main ecological problems arise in the phase of raw material extraction, whereas the main social problems can be identified in the phase of slaughtering. Finally, the paper shows potentials and shortcomings of such a customized application and how the results can be implemented in the sustainability management of a company.

  9. 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

  10. 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.

  11. 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.

  12. MODELING COMMERCIAL PROCESSES AND CUSTOMER BEHAVIORS TO ESTIMATE THE DIFFUSION RATE OF NEW PRODUCTS

    Institute of Scientific and Technical Information of China (English)

    Alain BLOCH; Daniel KROB; Ada Suk-Fung NG

    2005-01-01

    This paper presents a generic mathematical model for depicting the diffusion of an innovative product on a given market. Our approach relies on a probabilistic modeling of each customer behavior with respect to the commercial process which is used to promote such a product. We introduce in particular the concept of coherent market that corresponds to a market which can be analyzed in a uniform way within our model. This last notion allows us to recover the classical empirical results that were discovered and widely studied by E.M. Rogers and his school. We explain finally how to use our approach as a support for analytic predictive marketing.

  13. Customer Clustering Based on Customer Purchasing Sequence Data

    Directory of Open Access Journals (Sweden)

    Yen-Chung Liu

    2017-01-01

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

  14. 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. PMID:25036766

  15. 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.

  16. 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.

  17. 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.

  18. Modeling of beam customization devices in the pencil beam splitting algorithm for heavy charged particle radiotherapy

    CERN Document Server

    Kanematsu, Nobuyuki

    2010-01-01

    Broad-beam-delivery methods use multiple devices to form a conformal field of heavy charged particles. To overcome an intrinsic difficulty of pencil-beam algorithms in dealing with fine lateral structure, we applied the pencil-beam-splitting algorithm to a beam-customization system conprised of multiple collimators and a range compensating filter. The pencil beams were initially defined at the range compensating filter with angular acceptance correction for the upstream collimators followed by the range compensation effects. They were individually transported with possible splitting near the downstream collimator edges. The dose distribution was calculated and compared with existing experimental data. The penumbra sizes for various collimator edges agreed between them to a submillimeter level. This beam-customization model will complete an accurate and efficient dose-calculation algorithm for treatment planning.

  19. 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.

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

    DEFF Research Database (Denmark)

    Villumsen, Sigurd

    and an industrial robot and XY table for positioning the laser beam. The second area of focus covers the establishment of a benchmark with which the performance of the ROBOCUT technology could be evaluated. It was chosen to use remote fusion cutting as a benchmark for this evaluation. It was shown through several......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...... by using a diffractive optical element (DOE). The main work of this dissertation falls within three areas of focus. The first area of focus covers the development of a flexible laser processing laboratory for DOE cutting. A laboratory was created with a single mode fiber laser used for DOE cutting...

  1. The Main Influencing Factors of Customer Trust in China’s Import Cross-Border E- commerce Business Model

    OpenAIRE

    Zhou, Lu; Liu, Jiaqi; Lu, Yanzhu

    2016-01-01

    China’s import cross-border e-commerce (CICBEC) business model differs from other online shopping business models in both the participators and transaction processes. Government as an important participator has greatly promoted the healthy and rapid development of this business model. As a vital topic in all kinds of businesses, customer trust is also a core research topic in online shopping. Many scholars have studied customer trust in traditional online shopping while few of them focused on...

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

    OpenAIRE

    Jun, Jaekyoon

    1998-01-01

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

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

    Directory of Open Access Journals (Sweden)

    Shuangchi He

    2013-01-01

    Full Text Available We use a multidimensional diffusion process to approximate the dynamics of aqueue served by many parallel servers. Waiting customers in this queue may abandonthe system without service. To analyze the diffusion model, we develop a numericalalgorithm for computing its stationary distribution. A crucial part of the algorithm ischoosing an appropriate reference density. Using a conjecture on the tailbehavior of the limit queue length process, we propose a systematic approach toconstructing a reference density. With the proposed reference density, thealgorithm is shown to converge quickly in numerical experiments. Theseexperiments demonstrate that the diffusion model is a satisfactory approximation formany-server queues, sometimes for queues with as few as twenty servers.

  4. 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

    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 and pers......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...... on experience from product modelling projects in several companies. Among them for example companies manufacturing electronic switchboards, spray dryer systems and air conditioning equipment. The framework is divided into three views: the product knowledge view, the life phase system view and the transformation...... process view (“the meeting”). The persons (rolls) involved in the product modelling process are for example: domain experts, change managers, model managers, project leaders, technical facilitators, process managers and software programmers. They need a framework during the product modelling process...

  5. 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

  6. 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

  7. A new extension of dynamic simplex model for the public transport customer satisfaction

    OpenAIRE

    Cristina Bernini; Alessandro Lubisco

    2013-01-01

    The dynamic analysis of Customer Satisfaction is particularly useful for monitoring either customer satisfaction over time or customer behaviour reaction to company strategies, and therefore for measuring their effectiveness and efficiency. In the paper we address the following questions: does the level of customer satisfaction change over time? If yes, which factors might explain these differences? Does customer expectation influence the overall satisfaction over time? In order to answer to ...

  8. Customer satisfaction and business excellence

    DEFF Research Database (Denmark)

    Kristensen, Kai; Martensen, Anne; Grønholdt, Lars

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

  9. 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...

  10. 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.

  11. 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

  12. 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.

  13. Developing a safety culture questionnaire based on a customized modeling in a car manufacturing industry in Iran

    Directory of Open Access Journals (Sweden)

    G Toori

    2013-05-01

    Conclusion: So far, there was no exclusive tool for evaluating safety culture based on a customized model. The findings of the present study showed that evaluating safety culture using the administered questionnaire is valid and reliable in the understudied industry.

  14. Conservative and esthetic cast gold fixed partial dentures-inlay, onlay, and partial veneer retainers, custom composite pontics, and stress breakers: part II: utilization of additional retentive features and fabrication of custom pontic facings.

    Science.gov (United States)

    Stevenson, Richard G; Refela, Jane A

    2009-01-01

    Although in today's dental world implant restorations are considered the standard of care in the replacement of missing teeth, clinical contraindications and patient nonacceptance of implant placement can be encountered. Several scenarios are discussed here in which a single missing tooth can be restored with conservative fixed partial dentures (FPD) that employ cast gold retainers; each with a customized design in order to preserve tooth structure, maintain esthetics, and provide a long-term prognosis. The abutment teeth are prepared for conservative partial coverage restorations by using Brasseler burs (Brasseler USA, Savannah, GA, USA). Impressions are taken of the preparations, along with any retentive features, utilizing either the Vented Pin Channel technique or the Shooshan Plastic Pin technique. The latter technique utilizes Kodex twist drills and corresponding impression pins (Coltene Whaledent Inc., Mahwah, NJ, USA). The conservative FPD with non-rigid connectors is fabricated by using type III gold alloy. The pontic cage portion is chemically prepared utilizing the Panavia F2.0 cement kit (Kuraray America Inc., Houston, TX, USA) or other dual-polymerizing resin cement and restored with any type of direct composite resin material. A palette of opaquers and tints are used for chairside characterization of the esthetic pontic facing. The final polish of the pontic is completed by using FlexiDisc and FlexiBuff discs (Cosmedent Inc., Chicago, IL, USA). CLINICAL SIGNIFICANCE In cases where an implant restoration is contraindicated for replacement of a single tooth, a semi-precision FPD is a conservative, functional, and esthetic alternative.

  15. 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.

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

    OpenAIRE

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

    2012-01-01

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

  17. Simulation Modeling for Analysis of a (Q, r Inventory System under Supply Disruption and Customer Differentiation with Partial Backordering

    Directory of Open Access Journals (Sweden)

    Parham Azimi

    2012-01-01

    Full Text Available We have modeled a new (Q, r inventory system which involves a single product, a supplier, and a retailer with customer differentiation under continuous review inventory policy. The supplier provides the retailer with all requirements, and the retailer sells products to the customers. The supplying process is randomly subject to disruptions. Partial backordering is applied when a stock out occurs, and customer can select either to leave the system without purchasing or to backorder products. The customers are categorized into two main classes regarding to their backordering probabilities. The main contribution of this paper is including the customer differentiation in the inventory model. We used simulation technique to verify the impact of supply disruptions and customer differentiation and carried out sensitivity analysis. To test the performance of the model, we have compared our model to one from the latest related research. As the results show, the average of total annual cost of the (Q, r inventory system is lower than that of the previously developed models such as (r, T inventory systems.

  18. 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.

  19. 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)

  20. 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.

  1. The classified Web Qual variable is based on Kano Model for the Evaluation of customer satisfaction of internet banking service quality

    Directory of Open Access Journals (Sweden)

    ali shaemi

    2012-09-01

    Full Text Available All Given the importance and position of internet banking and the growing trend of internet banking services in the country in recent years, now is the financial and credit institutions and banks have found a good position to maintain and develop effective strategies without the utilization of scientific and practical management Information and communication is not possible.Today,banks in order to remain competitive need to improve the quality of its internet services to the linear view of this topic is not comprehensive. In order to study integrated model web-qual and kano is used that with removal the linear hypothesis is.In the first step towards internet service quality factors based on the nation's banks web-qual model to determine the current practice of banks and provide the service expectations of customers and their vision of internet service quality mentioned has been evaluated.In the first step factors towards internet service quality the nation's banks based on web-qual model to determine the current practice of banks and provide the service expectations of customers and their vision of internet service quality mentioned has been evaluated.Considering the gap between customer expectations and current practice of banks in providing these services, services to the two categories is divided into weak and strong.In the second step of research with integrating web-qual and Kano model, service quality factors based on Kano model classified to determine which features of internet service quality determined by the model web-qual and evaluated, is the strategic importance in relation to customer satisfaction.

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

    OpenAIRE

    2015-01-01

    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 ...

  3. 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.

  4. Desisgning customer agility model based on dynamic capabilities: Effect of IT Competence, Entrepreneurial Alertness And Market Acuity

    Directory of Open Access Journals (Sweden)

    Seyed Hamid Khodadad Hoseini

    2012-06-01

    Full Text Available Today organizations face great environmental turbulence. High levels of environmental turbulence can paralyze a firm’s operations. Actually outputs of organization process in such environments depend on the firm’s ability to change management and its flexibility. Since one of the important changes in the turbulent environments is changing of needs and preferences of customers and also based on new marketing approach, in order to consider customer's needs, customer agility has been identified as the vital competency for the survival of organizations. Given the critical role of customer agility in turbulent competitive environment, this concept has attracted many researchers of management science in recent years. Therefore, it is vital for organizations to find how to achieve this important capability and it is important to note that very few researches have been done in this regard. Since one of the important tools for achieving customer agility in the organization is dynamic capabilities, therefore in this research the model of formation of customer agility in organization based on dynamic capabilities has been proposed and examined in electronics industry of Iran. The model includes IT competencies, entrepreneurial and market acuity for improving the output of organizational process. This model has been developed based on three management areas of strategic management literature related to dynamic capabilities and the literature of entrepreneurship and information technology. Findings of the sample approve the research model. In addition, it is concluded that dynamic capabilities of the organization will help shaping customer agility and customer agility has a positive effect on quality and efficiency of the process output.

  5. Designing Customer Agility Model Based on Organizational Dynamic Capabilities: Effect of IT Competence, Entrepreneurial Alertness and Market Acuity

    Directory of Open Access Journals (Sweden)

    Soheila Khoddami

    2012-01-01

    Full Text Available Today organizations face great environmental turbulence. High levels of environmental turbulence can paralyze a firm’s operations. Actually outputs of organization process in such environments depend on the firm’s ability to change management and its flexibility. Since one of the important changes in the turbulent environments is changing of needs and preferences of customers and also based on new marketing approach, in order to consider customer's needs, customer agility has been identified as the vital competency for the survival of organizations. Given the critical role of customer agility in turbulent competitive environment, this concept has attracted many researchers of management science in recent years. Therefore, it is vital for organizations to find how to achieve this important capability and it is important to note that very few researches have been done in this regard. Since one of the important tools for achieving customer agility in the organization is dynamic capabilities, therefore in this research the model of formation of customer agility in organization based on dynamic capabilities has been proposed and examined in electronics industry of Iran. The model includes IT competencies, entrepreneurial and market acuity for improving the output of organizational process. This model has been developed based on three management areas of strategic management literature related to dynamic capabilities and the literature of entrepreneurship and information technology. Findings of the sample approve the research model. In addition, it is concluded that dynamic capabilities of the organization will help shaping customer agility and customer agility has a positive effect on quality and efficiency of the process output.

  6. 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.

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

    OpenAIRE

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

    2010-01-01

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

  8. The classified Web Qual variable is based on Kano Model for the Evaluation of customer satisfaction of internet banking service quality

    Directory of Open Access Journals (Sweden)

    Ali Shaemi Barzoki

    2012-01-01

    Full Text Available Considering the importance and position of internet banking and the growing trend of internet banking services in the country in recent years, today the financial and credit institutions and banks have found that obtaining a good position in maintaining and developing effective strategies without scientific and practical management and utilization of information and communication is not possible. Nowadays banks need to improve the quality of their internet services in order to remain competitive and in this respect, merely focusing on linear view of the relationship between customers needs fulfillment and satisfaction is not sufficient. In this paper, the application of integrated model of WebQual and Kano is studied, in which the linear perspective is adjusted. For this purpose, first the bank’s internet service quality dimensions have been determined based on the WebQual model; then, the current practice of banks has been studied and expectation and perception of customers about internet service quality has been evaluated. Considering the gap between customers’ expectations and perceptions, services have been classified into two categories of weak and strong. In the next step, service quality dimensions have been classified based on the Kano model to determine which features of internet service quality are strategically more important with respect to customer satisfaction.

  9. Reflections on Improvement of Utility Model System in China

    Institute of Scientific and Technical Information of China (English)

    2006-01-01

    Even since 1985 when the Patent Law was launched in China, the utility model patent has been playing a very important role. Over the two decades, the utility model system has played an active part in encouraging invention-creations, and promoting the progress and development of science and technology.

  10. 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.

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

    African Journals Online (AJOL)

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

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

    NARCIS (Netherlands)

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

    2014-01-01

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

  13. 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.

  14. Latent Utility Shocks in a Structural Empirical Asset Pricing Model

    DEFF Research Database (Denmark)

    Christensen, Bent Jesper; Raahauge, Peter

    We consider a random utility extension of the fundamental Lucas (1978) equilibriumasset pricing model. The resulting structural model leads naturally to a likelihoodfunction. We estimate the model using U.S. asset market data from 1871 to2000, using both dividends and earnings as state variables....... We find that current dividendsdo not forecast future utility shocks, whereas current utility shocks do forecastfuture dividends. The estimated structural model produces a sequence of predictedutility shocks which provide better forecasts of future long-horizon stock market returnsthan the classical...... dividend-price ratio.KEYWORDS: Randomutility, asset pricing, maximumlikelihood, structuralmodel,return predictability...

  15. Development of customized fire behavior fuel models for boreal forests of northeastern China.

    Science.gov (United States)

    Wu, Zhi Wei; He, Hong Shi; Chang, Yu; Liu, Zhi Hua; Chen, Hong Wei

    2011-12-01

    Knowledge of forest fuels and their potential fire behavior across a landscape is essential in fire management. Four customized fire behavior fuel models that differed significantly in fuels characteristics and environmental conditions were identified using hierarchical cluster analysis based on fuels data collected across a boreal forest landscape in northeastern China. Fuel model I represented the dense and heavily branched Pinus pumila shrubland which has significant fine live woody fuels. These forests occur mainly at higher mountain elevations. Fuel model II is applicable to forests dominated by Betula platyphylla and Populus davidiana occurring in native forests on hill slopes or at low mountain elevations. This fuel model was differentiated from other fuel models by higher herbaceous cover and lower fine live woody loading. The primary coniferous forests dominated by Larix gmelini and Pinus sylvestris L. var. mongolica were classified as fuel model III and fuel model IV. Those fuel models differed from one another in average cover and height of understory shrub and herbaceous layers as well as in aspect. The potential fire behavior for each fuel model was simulated with the BehavePlus5.0 fire behavior prediction system. The simulation results indicated that the Pinus pumila shrubland fuels had the most severe fire behavior for the 97th percentile weather condition, and had the least severe fire behavior under 90th percentile weather condition. Fuel model II presented the least severe fire potential across weather conditions. Fuel model IV resulted in greater fire severity than Fuel model III across the two weather scenarios that were examined.

  16. Protocol for concomitant temporomandibular joint custom-fitted total joint reconstruction and orthognathic surgery utilizing computer-assisted surgical simulation.

    Science.gov (United States)

    Movahed, Reza; Teschke, Marcus; Wolford, Larry M

    2013-12-01

    Clinicians who address temporomandibular joint (TMJ) pathology and dentofacial deformities surgically can perform the surgery in 1 stage or 2 separate stages. The 2-stage approach requires the patient to undergo 2 separate operations and anesthesia, significantly prolonging the overall treatment. However, performing concomitant TMJ and orthognathic surgery (CTOS) in these cases requires careful treatment planning and surgical proficiency in the 2 surgical areas. This article presents a new treatment protocol for the application of computer-assisted surgical simulation in CTOS cases requiring reconstruction with patient-fitted total joint prostheses. The traditional and new CTOS protocols are described and compared. The new CTOS protocol helps decrease the preoperative workup time and increase the accuracy of model surgery.

  17. Customer Focused Product Design Using Integrated Model of Target Costing, Quality Function Deployment and Value Engineering

    Directory of Open Access Journals (Sweden)

    Hossein Rezaei Dolatabadi

    2013-01-01

    Full Text Available Target costing by integrating customer requirements, technical attributes and cost information into the product design phase and eliminating the non-value added functions, plays a vital role in different phases of the product life cycle. Quality Function Deployment (QFD and Value Engineering (VE are two techniques which can be used for applying target costing, successfully. The purpose of this paper is to propose an integrated model of target costing, QFD and VE to explore the role of target costing in managing product costs while promoting quality specifications meeting customers’ needs. F indings indicate that the integration of target costing, QFD and VE is an essential technique in managing the costs of production process. Findings also imply that integration of the three techniques provides a competitive cost advantage to companies.

  18. Modeling and Simulation of Custom Power Devices to Mitigate Power Quality Problems

    Directory of Open Access Journals (Sweden)

    T. Devaraju,

    2010-06-01

    Full Text Available A Power quality problem is an occurrence manifested as a nonstandard voltage, current or frequency that results in a failure or a misoperation of end use Equipments. Utility distribution networks, sensitive industrial loads, and critical commercial operations all suffer from various types of outages and service interruptions which can cost significant financial 1oss per incident based on process down-time, lost production, idle work forces, and other factors. With the restructuring of Power Systems and with shifting trend towards distributed and dispersed Generation, the issue of Power Quality is going to take newer dimensions. The aim therefore, in this work, is to identify the prominent concerns in the area and thereby to recommend measures that can enhance the quality of the power, keeping in mind their economic viability and technical repercussions. In this paper ectromagnetic transient studies are presented for the following two custom power controllers: the distribution static compensator (D-STATCOM, and the dynamic voltage restorer (DVR. Comprehensive results are presented to assess the performance of each device to mitigate the power quality problems.

  19. 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.

  20. 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.

  1. 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.

  2. 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.

  3. 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...

  4. Evaluation of Usability Utilizing Markov Models

    Science.gov (United States)

    Penedo, Janaina Rodrigues; Diniz, Morganna; Ferreira, Simone Bacellar Leal; Silveira, Denis S.; Capra, Eliane

    2012-01-01

    Purpose: The purpose of this paper is to analyze the usability of a remote learning system in its initial development phase, using a quantitative usability evaluation method through Markov models. Design/methodology/approach: The paper opted for an exploratory study. The data of interest of the research correspond to the possible accesses of users…

  5. 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.

  6. 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.

  7. 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.

  8. 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.

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

    Science.gov (United States)

    Ma, Jihui; Zhao, Yanqing; Yang, Yang; Liu, Tao; Guan, Wei; Wang, Jiao; Song, Cuiying

    2017-01-01

    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.

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

    Science.gov (United States)

    Yang, Yang

    2017-01-01

    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. PMID:28056041

  11. Many-server queues with customer abandonment: numerical analysis of their diffusion models

    CERN Document Server

    Dai, J G

    2011-01-01

    We use multidimensional diffusion processes to approximate the dynamics of a queue served by many parallel servers. The queue is served in the first-in-first-out (FIFO) order and the customers waiting in queue may abandon the system without service. Two diffusion models are proposed in this paper. They differ in how the patience time distribution is built into them. The first diffusion model uses the patience time density at zero and the second one uses the entire patience time distribution. To analyze these diffusion models, we develop a numerical algorithm for computing the stationary distribution of such a diffusion process. A crucial part of the algorithm is to choose an appropriate reference density. Using a conjecture on the tail behavior of a limit queue length process, we propose a systematic approach to constructing a reference density. With the proposed reference density, the algorithm is shown to converge quickly in numerical experiments. These experiments also show that the diffusion models are go...

  12. Methodology to Customize Maximal Isometric Forces for Hill-Type Muscle Models.

    Science.gov (United States)

    Dal Maso, Fabien; Begon, Mickaël; Raison, Maxime

    2017-02-01

    One approach to increasing the confidence of muscle force estimation via musculoskeletal models is to minimize the root mean square error (RMSE) between joint torques estimated from electromyographic-driven musculoskeletal models and those computed using inverse dynamics. We propose a method that reduces RMSE by selecting subsets of combinations of maximal voluntary isometric contraction (MVIC) trials that minimize RMSE. Twelve participants performed 3 elbow MVIC in flexion and in extension. An upper-limb electromyographic-driven musculoskeletal model was created to optimize maximum muscle stress and estimate the maximal isometric force of the biceps brachii, brachialis, brachioradialis, and triceps brachii. Maximal isometric forces were computed from all possible combinations of flexion-extension trials. The combinations producing the smallest RMSE significantly reduced the normalized RMSE to 7.4% compared with the combination containing all trials (9.0%). Maximal isometric forces ranged between 114-806 N, 64-409 N, 236-1511 N, and 556-3434 N for the brachii, brachialis, brachioradialis, and triceps brachii, respectively. These large variations suggest that customization is required to reduce the difference between models and actual participants' maximal isometric force. While the smallest previously reported RMSE was 10.3%, the proposed method reduced the RMSE to 7.4%, which may increase the confidence of muscle force estimation.

  13. Analytics for Customer Engagement

    NARCIS (Netherlands)

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

    2010-01-01

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

  14. 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

  15. 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...

  16. 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.

  17. 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…

  18. 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…

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

    Directory of Open Access Journals (Sweden)

    mohammad reza hamidizadeh

    2011-09-01

    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 set of constructs have been designed and examined on 211 customers of e-retailers using path analysis. The findings imply that persistent customer loyalty has been influenced significantly by all of the recognized factors including trust, payment security, perceived value, customer satisfaction, customization, purchase convenience, brand character, and contact interactivity. Also, customer satisfaction and trust have mediator role in the model.

  20. Introducing a Comprehensive Model of Service Brand Equity and Customer Buying Behavior - The Case of ANSAR Bank

    Directory of Open Access Journals (Sweden)

    mohammadali shahhoseini

    2011-12-01

    The aim of this article is to find the relationships between service brand equity and customer buying behavior of ANSAR bank. The service marketing mix is the starting point of the movement of organizations, which will form a perception on the customer’s mind. This perception shapes in the mind of the customer based on services marketing mix messages that will affect their next behaviors. For this purpose, a comprehensive model has been introduced to explain the trend from marketing mix to the next stages and finally to buying behavior. Some parameters have been selected from each aspect for further analysis using a questionnaire. 385 questionnaires have been distributed among 10 branches of ANSAR bank in Qazvin province. Cranach’s alpha has been used for approving data reliability. The findings confirm the trend of the comprehensive model. It has been concluded that word of mouth has a strong correlation with service marketing mix this parameter also has a very strong correlation with buying behavior, while it has no influence on the perception and internal reaction of the customers. In addition, the internal reaction and perception of the customers have been found as major drivers for loyalty and long term buying behavior. The internal reaction is merely derived from customer's internal perception and has no direct influence on service brand equity.

  1. Introducing a Comprehensive Model of Service Brand Equity and Customer Buying Behavior - The Case of ANSAR Bank

    Directory of Open Access Journals (Sweden)

    Mohammad Ali Shah Hosseini

    2011-01-01

    Full Text Available The aim of this article is to find the relationships between service brand equity and customer buying behavior of ANSAR bank. The service marketing mix is the starting point of the movement of organizations, which will form a perception on the customer’s mind. This perception shapes in the mind of the customer based on services marketing mix messages that will affect their next behaviors. For this purpose, a comprehensive model has been introduced to explain the trend from marketing mix to the next stages and finally to buying behavior. Some parameters have been selected from each aspect for further analysis using a questionnaire. 385 questionnaires have been distributed among 10 branches of ANSAR bank in Qazvin province. Cranach’s alpha has been used for approving data reliability. The findings confirm the trend of the comprehensive model. It has been concluded that word of mouth has a strong correlation with service marketing mix; this parameter also has a very strong correlation with buying behavior, while it has no influence on the perception and internal reaction of the customers. In addition, the internal reaction and perception of the customers have been found as major drivers for loyalty and long term buying behavior. The internal reaction is merely derived from customer's internal perception and has no direct influence on service brand equity.

  2. Experimental evolution in silico: a custom-designed mathematical model for virulence evolution of Bacillus thuringiensis.

    Science.gov (United States)

    Strauß, Jakob Friedrich; Crain, Philip; Schulenburg, Hinrich; Telschow, Arndt

    2016-08-01

    Most mathematical models on the evolution of virulence are based on epidemiological models that assume parasite transmission follows the mass action principle. In experimental evolution, however, mass action is often violated due to controlled infection protocols. This "theory-experiment mismatch" raises the question whether there is a need for new mathematical models to accommodate the particular characteristics of experimental evolution. Here, we explore the experimental evolution model system of Bacillus thuringiensis as a parasite and Caenorhabditis elegans as a host. Recent experimental studies with strict control of parasite transmission revealed that one-sided adaptation of B. thuringiensis with non-evolving hosts selects for intermediate or no virulence, sometimes coupled with parasite extinction. In contrast, host-parasite coevolution selects for high virulence and for hosts with strong resistance against B. thuringiensis. In order to explain the empirical results, we propose a new mathematical model that mimics the basic experimental set-up. The key assumptions are: (i) controlled parasite transmission (no mass action), (ii) discrete host generations, and (iii) context-dependent cost of toxin production. Our model analysis revealed the same basic trends as found in the experiments. Especially, we could show that resistant hosts select for highly virulent bacterial strains. Moreover, we found (i) that the evolved level of virulence is independent of the initial level of virulence, and (ii) that the average amount of bacteria ingested significantly affects the evolution of virulence with fewer bacteria ingested selecting for highly virulent strains. These predictions can be tested in future experiments. This study highlights the usefulness of custom-designed mathematical models in the analysis and interpretation of empirical results from experimental evolution.

  3. Generation, validation, and utilization of a three-dimensional pharmacophore model for EP3 antagonists.

    Science.gov (United States)

    Mishra, Rama K; Singh, Jasbir

    2010-08-23

    Studies reported here are aimed to investigate the important structural features that characterize the human EP(3) antagonists. Based on the knowledge of low-energy conformation of the endogenous ligand, the initial hit analogs were prepared. Subsequently, a ligand-based lead optimization approach using pharmacophore model generation was utilized. A 5-point pharmacophore using a training set of 19 compounds spanning the IC(50) data over 4-log order was constructed using the HypoGen module of Catalyst. Following pharmacophore customization, using a linear structure-activity regression equation, a six feature three-dimensional predictive pharmacophore model, P6, was built, which resulted in improved predictive power. The P6 model was validated using a test set of 11 compounds providing a correlation coefficient (R(2)) of 0.90 for predictive versus experimental EP(3) IC(50) values. This pharmacophore model has been expanded to include diverse chemotypes, and the predictive ability of the customized pharmacophore has been tested.

  4. Utilizing a Personal Smartphone Custom App to Assess the Patient Health Questionnaire-9 (PHQ-9) Depressive Symptoms in Patients With Major Depressive Disorder

    Science.gov (United States)

    Staples, Patrick; Shanahan, Meghan; Lin, Charlie; Peck, Pamela; Keshavan, Matcheri; Onnela, Jukka-Pekka

    2015-01-01

    Background Accurate reporting of patient symptoms is critical for diagnosis and therapeutic monitoring in psychiatry. Smartphones offer an accessible, low-cost means to collect patient symptoms in real time and aid in care. Objective To investigate adherence among psychiatric outpatients diagnosed with major depressive disorder in utilizing their personal smartphones to run a custom app to monitor Patient Health Questionnaire-9 (PHQ-9) depression symptoms, as well as to examine the correlation of these scores to traditionally administered (paper-and-pencil) PHQ-9 scores. Methods A total of 13 patients with major depressive disorder, referred by their clinicians, received standard outpatient treatment and, in addition, utilized their personal smartphones to run the study app to monitor their symptoms. Subjects downloaded and used the Mindful Moods app on their personal smartphone to complete up to three survey sessions per day, during which a randomized subset of PHQ-9 symptoms of major depressive disorder were assessed on a Likert scale. The study lasted 29 or 30 days without additional follow-up. Outcome measures included adherence, measured by the percentage of completed survey sessions, and estimates of daily PHQ-9 scores collected from the smartphone app, as well as from the traditionally administered PHQ-9. Results Overall adherence was 77.78% (903/1161) and varied with time of day. PHQ-9 estimates collected from the app strongly correlated (r=.84) with traditionally administered PHQ-9 scores, but app-collected scores were 3.02 (SD 2.25) points higher on average. More subjects reported suicidal ideation using the app than they did on the traditionally administered PHQ-9. Conclusions Patients with major depressive disorder are able to utilize an app on their personal smartphones to self-assess their symptoms of major depressive disorder with high levels of adherence. These app-collected results correlate with the traditionally administered PHQ-9. Scores

  5. Custom sizing of lower limb exoskeleton actuators using gait dynamic modelling of children with cerebral palsy.

    Science.gov (United States)

    Samadi, B; Achiche, S; Parent, A; Ballaz, L; Chouinard, U; Raison, M

    2016-11-01

    The use of exoskeletons as an aid for people with musculoskeletal disorder is the subject to an increasing interest in the research community. These devices are expected to meet the specific needs of users, such as children with cerebral palsy (CP) who are considered a significant population in pediatric rehabilitation. Although these exoskeletons should be designed to ease the movement of people with physical shortcoming, their design is generally based on data obtained from healthy adults, which leads to oversized components that are inadequate to the targeted users. Consequently, the objective of this study is to custom-size the lower limb exoskeleton actuators based on dynamic modeling of the human body for children with CP on the basis of hip, knee, and ankle joint kinematics and dynamics of human body during gait. For this purpose, a multibody modeling of the human body of 3 typically developed children (TD) and 3 children with CP is used. The results show significant differences in gait patterns especially in knee and ankle with respectively 0.39 and -0.33 (Nm/kg) maximum torque differences between TD children and children with CP. This study provides the recommendations to support the design of actuators to normalize the movement of children with CP.

  6. 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.

  7. 基于新三维客户细分模型的线上会员客户价值研究%The Research of Online Member Customer Value Based on the New Three-dimensional Customer Segment Model

    Institute of Scientific and Technical Information of China (English)

    叶志龙; 黄章树

    2016-01-01

    Under the crossover trend of Internet ,the business environment of the enterprise is constantly changing ,and the maintenance and development of the customer market is facing more and more challenges .This paper proposes a new customer value evaluation index system of online enterprise from the view of current value , potential value and loyalty value . Meanwhile we propose a new three‐dimensional customer segmentation model based on the traditional RFM model ,and segment customers based on the improvement of customer value segmentation dimensions ,w hich use the principal component analysis method to calculate the value of each customer group .Finally ,we select member customer data of a website for example analysis ,and provide more detailed customer segmentation basis for enterprises to implement the accurate marketing by identifying different customer groups ,values and status .%从客户的当前价值、潜在价值、忠诚度价值三个方面出发,建立适用于线上企业的会员客户价值评价指标体系。同时,在传统RFM模型的基础上构建了新三维的客户细分模型,并根据改进的客户价值细分维度进一步细分客户,利用主成分分析法计算每个客户群的价值得分。最终选取某网站的会员客户数据进行算例分析,通过识别不同客户群体、价值和状态,为企业实施精准营销提供更加细致的客户细分依据。

  8. 顾客个人价值嵌入的顾客满意度指数扩展模型%Extended Customer Satisfaction Index Model Embedded Customer Personal Value Conception

    Institute of Scientific and Technical Information of China (English)

    李艺; 马钦海; 张跃先

    2011-01-01

    The paper tries to introduce the concept which reflects customers' terminal needs into the cause-and-effect line of the customer satisfaction index, and provides the extended Customer Satisfaction Index model embedded customer personal value conception. Through empirical research on the samples from restaurants and mobile services, the analysis shows that the extended model is confirmed, customer personal value has a significant influence on customer satisfaction, and perceived quality and perceived value are the factors which affect customer personal value. The results of the study deepen the understanding of the mechanism of forming customer satisfaction and can be used as a theoretical basis for service companies to choose suitable indexes in order to appraise the ability of fulfilling customer needs and economic performance.%本文尝试将反映消费终极目的的顾客个人价值概念引入顾客满意度指数模型,提出了嵌入顾客个人价值的顾客满意度指数扩展模型.基于餐饮业和移动通讯业样本进行实证研究,结果表明所提出的扩展模型得到验证,顾客个人价值对顾客满意具有显著的影响,感知服务质量和感知顾客价值是顾客个人价值的决定因素.本研究深化了对顾客满意形成机理的认识,为服务企业评价满足消费者需求能力和经济产出质量的指标提供了理论根据.

  9. Product Customization

    DEFF Research Database (Denmark)

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

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

  10. 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.

  11. 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.…

  12. 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.…

  13. 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...

  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. Surveying the Impact Quality of the Bank's electronic Services on Financial Performance (with the Emphasis on the Customer Satisfaction Model

    Directory of Open Access Journals (Sweden)

    Ali Panjomi Mohmoodi

    2014-06-01

    Full Text Available Survival of any organization in today's competitive environment, is based on clients. Every organization and its customers' current and future needs are identified and satisfied by providing to meet those needs, and it continues to be applied in order to increase their satisfaction. Many organizations utmost sense of audience satisfaction and value creation institute in their strategic plans, mission statements and policy organizations are planning accordingly. The aim of this study was to investigate the impact of e-banking service quality, customer satisfaction and financial performance of banks. This investigation is inspired by the idea of Long-Linked Technology of James Thompson, in an environment of uncertainty factors (the research model. This study was to investigate the effect of customer perceived e-service quality on bank financial performance and to test the mediating role of customer satisfaction on customer perception of service quality of financial performance of e-banking.The results of the field study analyzing the effects of e-service quality and customer satisfaction on financial performance of public and private banks have been gathered. The outcome of the analysis showed that the quality of the electronic components of the ATM quality of service, phone banking, internet banking quality, has a positive impact on customer satisfaction.The results showed that the effect of customer satisfaction due to the quality of e-banking services has a mediating role on the overall financial performance. Key Words: e-banking, customer satisfaction, performance, management. Normal 0 14 false false false IT X-NONE X-NONE /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Tabella normale"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0cm 5.4pt 0cm 5.4pt; mso-para-margin:0cm; mso-para-margin-bottom:.0001pt; mso

  16. Process Modelling of Rapid Manufacturing Based Mass Customisation System for Fabrication of Custom Foot Orthoses: Review Paper

    Directory of Open Access Journals (Sweden)

    Saleh Jumani

    2013-04-01

    Full Text Available The need for custom-made devices, rehabilitation aids and treatments is explicit in the medical sector. Applications of rapid manufacturing techniques based on additive fabrication processes combined with medical digitising technologies can generate high quality solutions in situations where the need for custom-made devices and rehabilitation aids and low-lead times are very important factors. Foot orthoses are medical devices applied in the treatment of biomechanical foot disorders, foot injuries and foot diseases including rheumatoid arthritis and diabetes. The significant challenge in the treatment of foot related diseases is progressing pathological deterioration in the affected sites of the foot which requires quick provision of the orthoses. A process model is developed using the IDEF0 modelling technique in which a rapid manufacturing approach is integrated in the design and fabrication process of custom foot orthoses. The process model will be used in the development of rapid manufacturing based design and fabrication system for mass customisation of foot orthoses. The developed system is aimed at mass scale production of custom foot orthoses with the advantages of reduced cost, reduced lead-time and improved product in terms of increased fit, consistency and accuracy in the final product.

  17. A multidimensional customer value model for the high fashion retail industry

    OpenAIRE

    2015-01-01

    Ph.D. (Marketing Management) As more retailers gain access to similar technologies, information and processes, it is becoming increasingly difficult to establish a sustainable competitive advantage in the marketplace, ensure customer satisfaction and encourage repurchase intention. This is especially true for high fashion retailers, since their higher margin customers have greater expectations to receive value from these high fashion retailers. To succeed in a highly competitive marketplac...

  18. 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...

  19. Market Development and Relationships with Customers: A Model and Conceptual Approach

    OpenAIRE

    Slawomir Czarniewski

    2014-01-01

    The main task of the modern enterprise is to build strong, sustainable relationships with clients and business partners. Currently, the final version of the company's offer is the result of cooperation across a network of companies forming one set of values for the customer. This applies not only to suppliers and intermediaries, but also to partners of strategic alliances or joint ventures. The value of the offer to the customer depends on the "quality" of these partnerships. A good reputatio...

  20. Developing a conceptual model for the internal data source to measure customer satisfaction

    OpenAIRE

    2006-01-01

    Traditional CSM approach is performed at certain frequencies. The gap between such events can be termed as a ‘blind period’, because customer satisfaction is left unobserved and unmanaged. The blind period may sometimes accelerate the growth of customer dissatisfaction. One way to eliminate the impact of the blind period is to reduce the gap between CSM events. The initial assessment indicates that conducting CSM more frequently, may weaken the accuracy of measurement, and increase the cost o...

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

    OpenAIRE

    2014-01-01

    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 theory-based paper aims to develop and test a holistic customer ra...

  2. Statistical Modeling of Controllable Heat Pump Water Heaters Considering Customers' Convenience and Uncertainty and its Application to Frequency Control in Power System with a Large Penetration of Renewable Energy Sources

    Science.gov (United States)

    Masuta, Taisuke; Gunjikake, Yasutoshi; Yokoyama, Akihiko; Tada, Yasuyuki

    Nowadays, electric power systems confront many problems, such as environmental issues, aging infrastructures, energy security, and quality of electricity supply. The smart grid is a new concept of a better future grid, which enables us to solve the mentioned problems with Information and Communication Technology (ICT). In this research, a number of Heat Pump Water Heaters (HPWHs), one of the energy efficient-use customer equipment, and Battery Energy Storage System (BESS) are considered as controllable equipment for the frequency control. The utilization of customer equipment such as HPWH for power system control is one of the key elements in the concept of Ubiquitous Power Grid, which was proposed by our research group as a smart grid in Japanese context. The frequency control using a number of HPWHs with thermal storage of hot water tank is evaluated. Moreover, a novel statistical modeling of controllable HPWHs taking into account customers' convenience and uncertainty is proposed.

  3. The utility of using customized heterochromatic flicker photometry (cHFP) to measure macular pigment in patients with age-related macular degeneration.

    Science.gov (United States)

    Stringham, J M; Hammond, B R; Nolan, J M; Wooten, B R; Mammen, A; Smollon, W; Snodderly, D M

    2008-11-01

    The purpose of this study was to assess the utility and validity of using customized heterochromatic flicker photometry (cHFP) to measure macular pigment optical density (MPOD) in patients with intermediate stages of age-related macular degeneration (AMD). The measurement procedure was optimized to accommodate individual differences in temporal vision related to age, disease, or other factors. The validity criteria were based on the similarity of the spectral absorption curves to ex vivo curves of lutein and zeaxanthin and the similarity of spatial density profiles to those measured in subjects without retinal disease. Macular pigment optical density (MPOD) spatial profiles were measured with an LED-based macular densitometer; spectral absorption curves were measured with a 3-channel Maxwellian view system including a monochromator. All patients were characterized via clinical exams and all but 2 subjects from whom data were obtained had masked grading of color fundus photographs using the Wisconsin Age-Related Maculopathy Grading System. Most of the patients were in AREDS category 2 (27%) or 3 (57%). Patients with visual acuity as poor as 20/80 were included, and could perform the task as long as they could see the stimulus. Eighty-one percent of the patients screened were able to perform the cHFP task, and data were obtained from 30 AMD patients. Spatial profiles of MPOD were measured in 19 subjects who could see the stimulus at all tested loci. These profiles were highly similar to those that have been measured with HFP in subjects without retinal disease. The average shape of the spectral absorption curves for the AMD subjects corresponded well to an ex vivo template. These data support both the utility and validity of the cHFP method for measuring MPOD in subjects with intermediate stages of AMD. The ability to measure the retinal response to nutritional intervention is of practical importance for monitoring patients being supplemented with lutein and

  4. 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.

  5. 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.

  6. Multiobjective financial planning model for electric-utility rate regulation

    Energy Technology Data Exchange (ETDEWEB)

    Linke, C.M.; Whitford, D.T.

    1983-08-01

    The interests of the three parties to the regulatory process (investors in an electric utility, consumers, and regulators) are often in conflict. Investors are concerned with shareholder wealth maximization, while consumers desire dependable service at low rates. If the desired end product of regulation is to establish rates that balance the interests of consumers and investors, then a financial planning model is needed that accurately reflects the multi-objective nature of the regulatory decision process. This article develops such a multi-objective programming model for examining the efficient trade-offs available to utility regulators in setting rates of return. 8 references, 2 figures, 7 tables.

  7. The changing utility workforce and the emergence of building information modeling in utilities

    Energy Technology Data Exchange (ETDEWEB)

    Saunders, A. [Autodesk Inc., San Rafael, CA (United States)

    2010-07-01

    Utilities are faced with the extensive replacement of a workforce that is now reaching retirement age. New personnel will have varying skill levels and different expectations in relation to design tools. This paper discussed methods of facilitating knowledge transfer from the retiring workforce to new staff using rules-based design software. It was argued that while nothing can replace the experiential knowledge of long-term engineers, software with built-in validations can accelerate training and building information modelling (BIM) processes. Younger personnel will expect a user interface paradigm that is based on their past gaming and work experiences. Visualization, simulation, and modelling approaches were reviewed. 3 refs.

  8. On the Origin-Destination Demands Linear Programming Model for Network Revenue Management with Customer Choice

    Directory of Open Access Journals (Sweden)

    Feng Liu

    2013-06-01

    Full Text Available In this study, we research the problem of network revenue management with customer choice based on the Origin-Destination (O-D demands. By dividing customers into different segments according to O-D pairs, we consider a network capacity control problem where each customer chooses the open product within the segment he belongs to. Starting with a Markov Decision Process (MDP formulation, we approximate the value function with an affine function of the state vector. The affine function approximation results in a new Linear Program (LP which yields tighter bounds than the Choice-based Deterministic Linear Program (CDLP. We give a column generation procedure for solving the LP within a desired optimality tolerance and present numerical results which show the policy perform from our solution approach can outperform that from the CDLP.

  9. Continuous utility factor in segregation models: a few surprises

    CERN Document Server

    Roy, Parna

    2015-01-01

    We consider the constrained Schelling model of social segregation which allows non-local jumps of the agents. 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 fraction of unlike neighbours. 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 behaviour and phase transitions are concerned. The constrained model B turns out to be as efficient as the unconstrained discrete model, if not more. In addition, we also consider a few other dynamical aspects which have not been studied in segregation models earlier.

  10. 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.

  11. Mass Customization og Postponement - strategier og modeller for integreret produktion og distribution af kundespecifikke produkter

    DEFF Research Database (Denmark)

    Michelsen, Aage U.; Janus, Pagh

    2002-01-01

    Mass Customization er et produktionskoncept, der søger at kombinere masseproduktion og enkeltstyksproduktion på en sådan måde, at det er muligt at "masseproducere" kundespecifikke produkter. Postponement er i denne forbindelse et centralt begreb, idet det vedrører placeringen af dekoblingspunktet...... ("customer order decoupling point"), dvs. placeringen af det lager, hvorfra efterfølgende produktion og distribution er styret af kundespecifikke produkter. I artiklen fokuseres på, at hvis produktion og distribution ikke opfattes som to sekventielle systemer, men som ét integreret system, så opstår der en...

  12. 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

  13. On the modeling of a single-stage, entrained-flow gasifier using Aspen Custom Modeler (ACM)

    Energy Technology Data Exchange (ETDEWEB)

    Kasule, J.; Turton, R.; Bhattacharyya, D.; Zitney, S.

    2010-01-01

    Coal-fired gasifiers are the centerpiece of integrated gasification combined cycle (IGCC) power plants. The gasifier produces synthesis gas that is subsequently converted into electricity through combustion in a gas turbine. Several mathematical models have been developed to study the physical and chemical processes taking place inside the gasifier. Such models range from simple one-dimensional (1D) steady-state models to sophisticated dynamic 3D computational fluid dynamics (CFD) models that incorporate turbulence effects in the reactor. The practical operation of the gasifier is dynamic in nature but most 1D and some higher-dimensional models are often steady state. On the other hand, many higher order CFD-based models are dynamic in nature, but are too computationally expensive to be used directly in operability and controllability dynamic studies. They are also difficult to incorporate in the framework of process simulation software such as Aspen Plus Dynamics. Thus lower-dimensional dynamic models are still useful in these types of studies. In the current study, a 1D dynamic model for a single-stage, downward-firing, entrained-flow GE-type gasifier is developed using Aspen Custom Modeler{reg_sign} (ACM), which is a commercial equation-based simulator for creating, editing, and re-using models of process units. The gasifier model is based on mass, momentum, and energy balances for the solid and gas phases. The physical and chemical reactions considered in the model are drying, devolatilization/pyrolysis, gasification, combustion, and the homogeneous gas phase reactions. The dynamic gasifier model is being developed for use in a plant-wide dynamic model of an IGCC power plant. For dynamic simulation, the resulting highly nonlinear system of partial differential algebraic equations (PDAE) is solved in ACM using the well-known Method of Lines (MoL) approach. The MoL discretizes the space domain and leaves the time domain continuous, thereby converting the PDAE to

  14. DISTRIBUTED PROCESSING TRADE-OFF MODEL FOR ELECTRIC UTILITY OPERATION

    Science.gov (United States)

    Klein, S. A.

    1994-01-01

    The Distributed processing Trade-off Model for Electric Utility Operation is based upon a study performed for the California Institute of Technology's Jet Propulsion Laboratory. This study presented a technique that addresses the question of trade-offs between expanding a communications network or expanding the capacity of distributed computers in an electric utility Energy Management System (EMS). The technique resulted in the development of a quantitative assessment model that is presented in a Lotus 1-2-3 worksheet environment. The model gives EMS planners a macroscopic tool for evaluating distributed processing architectures and the major technical and economic tradeoffs as well as interactions within these architectures. The model inputs (which may be varied according to application and need) include geographic parameters, data flow and processing workload parameters, operator staffing parameters, and technology/economic parameters. The model's outputs are total cost in various categories, a number of intermediate cost and technical calculation results, as well as graphical presentation of Costs vs. Percent Distribution for various parameters. The model has been implemented on an IBM PC using the LOTUS 1-2-3 spreadsheet environment and was developed in 1986. Also included with the spreadsheet model are a number of representative but hypothetical utility system examples.

  15. 客户关系管理总效用最大化研究--基于“客户忠诚度”的分析%Study on the Maximization of Total Utility on Customer Relationship Management---Based on“Customer Loyalty”

    Institute of Scientific and Technical Information of China (English)

    李君

    2016-01-01

    Nowadays, enterprises have been paying more and more attention to customer relationship management and customer loyalty. The study, aiming at different types of relationship between customers and enterprises, analyses the lifecycle and relative elements through constructing data model to deduct the influences on customer loyalty to frgure out the best investment project to customers and fulfill the maximization of total unitity on customer relationship management.%客户关系管理和忠诚度已经成为企业重点关注的问题。本研究旨在针对不同类型的客户和企业之间的关系,通过构建数据模型对各种类型客户的生命周期及相关因素进行分析,从而解析客户对企业的忠诚度高低的影响因素,以便为企业找出针对客户的最佳投资方案、实现CRM总效用最大化。

  16. Unified Model for Generation Complex Networks with Utility Preferential Attachment

    Institute of Scientific and Technical Information of China (English)

    WU Jian-Jun; GAO Zi-You; SUN Hui-Jun

    2006-01-01

    In this paper, based on the utility preferential attachment, we propose a new unified model to generate different network topologies such as scale-free, small-world and random networks. Moreover, a new network structure named super scale network is found, which has monopoly characteristic in our simulation experiments. Finally, the characteristics ofthis new network are given.

  17. Optimization Model to Enhance Sustainable Utilization of Resources

    Institute of Scientific and Technical Information of China (English)

    ZHAO Guo-hao; SHEN Tu-jing

    2002-01-01

    Resources are material foundation for sustainable development. To enhance resources utilization is the key factor for realizing sustainable development. Based on the idea of sustainable development, the paper establishes the model to effectively distribute resources and proposes a method for studies on sustainable development.

  18. Electricity Customers

    Science.gov (United States)

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

  19. Effects of product\\'s warranty on customers\\' preferences: empirical findings on reverse logistics models

    Directory of Open Access Journals (Sweden)

    Arsalan Najmi

    2014-09-01

    Full Text Available Background: IT products are now becoming the part of every one's life. Since Pakistan didn't manufacture IT products, so the customers had to purchase the products that are available in the markets. During such purchase, customers not only gave preference to brand or price or both but they also consider its warranty so that they are secured with the post purchase risks. Methods: This study was aimed to identify the impact of the warranty on customers' preferences towards brand and price. A conceptual framework was made on the basis of available literature and then data was collected. It was collected from 298 respondents through survey questionnaire and after applying Factor Analysis, One Way MANOVA was applied on the factors. Results and conclusions: The study found that the product's warranty has a significant impact on preferences towards brand, concern for price and price intentions whereas the impact on willingness to pay was found insignificant. The results conclude that Pakistani customers need a branded IT product on competitive prices, which give more in less along with the warranty so that they can enjoy the same quality of the product for a period of time whereas, they are not willing to pay any additional amount for the product just because of Warranty.

  20. 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…

  1. 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…

  2. Modelling and Organising Customer-Driven Business Processes in a Mass Customisation Environment

    DEFF Research Database (Denmark)

    Hvolby, Hans-Henrik; Martin, Chris; Dreyer, Heidi

    2014-01-01

    approach to gain insights into what are the new demands on planners and schedulers. Two case studies in Denmark are highlighted. The researchers found that the tasks of planning business processes in the order flow is likely change in the future as increased adaptation to customer ordering takes place...

  3. 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.

  4. The the presentation of the model and primary index for identification and measuring the effective factors on customer satisfaction and loyalty in the automobile industry

    Directory of Open Access Journals (Sweden)

    Nastaran Dehghani Samani

    2014-03-01

    Full Text Available Awareness of the customer satisfaction always been a scientific and practical major issue in the marketing because of it’s the cause of loyalty. This study aimed to identifying factors that influence the customer satisfaction in the automobile industry and eventually provided a model. Therefore, after reading the relevant literature, the variables were determined and 11 hypothesis assigned. For data gathering used a questionnaire which completed by the staff of the Central Bank. Data analyzed with the technique of structural equation modeling and used the LISREL and SPSS software. The results showed that the index and model for measuring customer satisfaction in the automotive industry, is appropriate. Factors affecting customer satisfaction can be expressed this way: quality, expectations, perceived value, image But service had no effect on satisfaction. In addition, satisfaction, was a factor that had the most influence on customer loyalty.

  5. 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.

  6. 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.

  7. 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.

  8. PROBLEMS IN MEASURING CUSTOMER SATISFACTION

    Directory of Open Access Journals (Sweden)

    Isac Florin Lucian

    2012-12-01

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

  9. 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.

  10. Improving surgeon utilization in an orthopedic department using simulation modeling

    Directory of Open Access Journals (Sweden)

    Simwita YW

    2016-10-01

    Full Text Available Yusta W Simwita, Berit I Helgheim Department of Logistics, Molde University College, Molde, Norway Purpose: Worldwide more than two billion people lack appropriate access to surgical services due to mismatch between existing human resource and patient demands. Improving utilization of existing workforce capacity can reduce the existing gap between surgical demand and available workforce capacity. In this paper, the authors use discrete event simulation to explore the care process at an orthopedic department. Our main focus is improving utilization of surgeons while minimizing patient wait time.Methods: The authors collaborated with orthopedic department personnel to map the current operations of orthopedic care process in order to identify factors that influence poor surgeons utilization and high patient waiting time. The authors used an observational approach to collect data. The developed model was validated by comparing the simulation output with the actual patient data that were collected from the studied orthopedic care process. The authors developed a proposal scenario to show how to improve surgeon utilization.Results: The simulation results showed that if ancillary services could be performed before the start of clinic examination services, the orthopedic care process could be highly improved. That is, improved surgeon utilization and reduced patient waiting time. Simulation results demonstrate that with improved surgeon utilizations, up to 55% increase of future demand can be accommodated without patients reaching current waiting time at this clinic, thus, improving patient access to health care services.Conclusion: This study shows how simulation modeling can be used to improve health care processes. This study was limited to a single care process; however the findings can be applied to improve other orthopedic care process with similar operational characteristics. Keywords: waiting time, patient, health care process

  11. 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.

  12. 基于顾客渠道偏好的服务竞争模型%The Service Competition Model Based on Customer Channel Preference

    Institute of Scientific and Technical Information of China (English)

    孙燕红; 涂燚鑑; 徐晓燕

    2011-01-01

    For the traditional sale channel and direct online channel provide different shopping experience and different types of customer have different channel preference, the relationship between manufacturer and retailer is analyzed by constructing the service competition model of dual channel supply chain considering customer channel preference. To find out how the performance of the members in traditional supply chain affected by adding an online channel, the dual channel situation and the single channel situation are analyzed comparatively. This study shows that although manufacture choose dual channel strategy if and only if adding online channel can increase market demand, However after adding online channel, the manufacturer sacrifices the de-mand of lower customer profitability from traditional channel by increasing the wholesale price that cause retailer weaken the competition between the two channels, and in some case, the increased demand is less. So the total demand may decrease in the e-quilibrium of dual channel. Adding online channel may also reduce the profit of supply chain and customer utility, which will decrease the social welfare. By way of number analysis, when there is much potential market that is not exploited, as customer like shopping online, supply chain profitability and customer overall utility will increase; vice versa.%由传统零售渠道和在线直销渠道组成的双渠道供应链中,两种渠道带给顾客不同的购物服务体验,能更好地满足不同渠道偏好的顾客需要,但两种渠道之间又存在竞争关系.针对两种渠道带给顾客的服务体验的差异性,构建考虑顾客渠道偏好的双渠道供应链服务竞争模型,研究制造商的最优渠道选择策略以及在线渠道的增加给传统单渠道供应链和顾客带来的影响.研究结果表明,能否扩大市场需求是判断制造商是否选择双渠道策略的充分条件,但是增加在线渠道之后,供应链存在服务歧视

  13. Predicting Customer Churn and Retention Rates in Nigeria’s Mobile Telecommunication Industry Using Markov Chain Modelling

    Directory of Open Access Journals (Sweden)

    Adebiyi Sulaimon Olanrewaju

    2015-12-01

    Full Text Available The telecommunication industry is one of the service industries that is most affected by the problem of subscribers’ churn. Although several techniques have been used to predict customer churn in developed countries, many of those studies used secondary data which are not readily available in Nigeria for researchers. This study investigates how Markov chains help in modelling and predicting the customer churn and retention rate in the Nigerian mobile telecommunication industry. The data generated through the survey were input in the Windows-based Quantitative System for Business (WinQSB for analysis. The results reveal that in the study area MTN has the highest retention rate (86.11%, followed by GLO (70.51%, Airtel (67%, and Etisalat (67.5%. This result has implications for telecom firms’ strategies for competitive advantage in particular and survival in general.

  14. A model for establishing a win-win relationship between a wood pellets manufacturer and its customers

    Energy Technology Data Exchange (ETDEWEB)

    Uran, Vedran [ENERGETSKE USLUGE Ltd., Ilica 52, 10000, Zagreb (Croatia)

    2010-05-15

    This paper investigates the possibility of establishing a win-win relationship between a wood pellets manufacturer and its customers when the manufacturer possesses a power plant fueled by biomass and buys wood material from forest companies. Two prerequisites must be fulfilled for this relationship. First, the price of wood pellets should be lower than the fuel currently used by potential wood pellets customers and, second, the price of wood material as a raw material for producing the wood pellets should not jeopardize the profitability of the operations of the wood pellets manufacturer, who also produces electricity from biomass and sells it to the state at the feed-in tariff price. A mathematical model has been developed for each prerequisite and applied to several examples. The results demonstrate that a win-win relation can be established in Croatia and most of the Member States of the EU. (author)

  15. Study on Quality and Customer Satisfaction Model%质量与顾客满意模型研究

    Institute of Scientific and Technical Information of China (English)

    熊新佳

    2013-01-01

    本文给出了一种质量与顾客满意之间的模型,从质量与顾客满意的关系研究出发,提出了质量贬值区、质量增值区和质量溢出区的划分原则,并为企业规划永续经营的质量战略提供了决策指南.%This paper presents a model between quality and customer satisfaction,based on the study of the relationship between quality and customer satisfaction,the principle for dividing the quality into quality devaluation area,quality value-added area and quality overflow area are provided,and a decision-making guidance for the enterprises developing their sustainable quality management strategy was proposed.

  16. 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

  17. MODEL APPLICATION MULTIVARIATE ANALYSIS OF STATISTICAL TECHNIQUES PCA AND HCA ASSESSMENT QUESTIONNAIRE ON CUSTOMER SATISFACTION: CASE STUDY IN A METALLURGICAL COMPANY OF METAL CONTAINERS

    Directory of Open Access Journals (Sweden)

    Cláudio Roberto Rosário

    2012-07-01

    Full Text Available The purpose of this research is to improve the practice on customer satisfaction analysis The article presents an analysis model to analyze the answers of a customer satisfaction evaluation in a systematic way with the aid of multivariate statistical techniques, specifically, exploratory analysis with PCA – Partial Components Analysis with HCA - Hierarchical Cluster Analysis. It was tried to evaluate the applicability of the model to be used by the issue company as a tool to assist itself on identifying the value chain perceived by the customer when applied the questionnaire of customer satisfaction. It was found with the assistance of multivariate statistical analysis that it was observed similar behavior among customers. It also allowed the company to conduct reviews on questions of the questionnaires, using analysis of the degree of correlation between the questions that was not a company’s practice before this research.

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

    Directory of Open Access Journals (Sweden)

    Ondrej Grünwald

    2012-01-01

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

  19. Design, Customization and Implementation of Energy Simulation with 5E Model in Elementary Classroom

    CERN Document Server

    Lye, Sze Yee; Kwek, Yao Chie; Abas, Suriati; Tay, Lee Yong

    2014-01-01

    Science simulations are popular among educators as such simulations afford for multiple visual representation and interactivity. Despite the popularity and abundance on the internet, our literature review suggested little research has been conducted on the use of simulation in elementary school. Thus, an exploratory pilot case study was conducted to address this research gap. In this study, an open source energy simulation was remixed for use in elementary school targeted at the Grade 4 & 5 students as an after-school enrichment program. We proposed 3 stages: design, customization and implementation, to provide useful insights with the aim to allow other educators to conduct their own remixed simulation lessons. The simulation design principles (e.g., learning outcomes and colour coding) with the corresponding TPACK construct that emerged from the design and customization stages were reported. Such simulation design principles would be useful to interested educators and researchers who wish to adapt and u...

  20. A conceptual model for factors affecting the relationship between supply chain integration and customer delivery performance

    OpenAIRE

    Peyman Ghafari Ashtiani; Elahe Bosak

    2013-01-01

    Supply chain is a widely used concept around the world. Nowadays, companies need to integrate their production processes, from the raw materials to the end-user. Supply chain management is a phenomenon that achieves this in a way that ensures customers get reliable and fast service and high quality products at the lowest possible cost. There is very limited and sporadic research on supply chain integration and how it affects supply chain performance. Therefore there is no real understanding o...

  1. Understanding Customers' Evaluations Through Mining Airline Reviews

    OpenAIRE

    Ibrahim Yakut; Tugba Turkoglu; Fikriye Yakut

    2015-01-01

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

  2. 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.

  3. Customs control of goods

    OpenAIRE

    Mentor Gashi; Ramadan Gashi

    2015-01-01

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

  4. 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....

  5. 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.

  6. Mobile-Customer Identity Recognition

    Institute of Scientific and Technical Information of China (English)

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

    2005-01-01

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

  7. Application of Markov Model in the Customer Planning%马尔可夫模型在客户规划中的应用研究

    Institute of Scientific and Technical Information of China (English)

    田永杰

    2015-01-01

    客户是企业收入的来源,稳定的客户群是企业生存和发展的保证,企业客户规划是企业市场营销重要的工作之一,本文通过马尔可夫链模型对客户变动趋势进行预测,制定切合企业实际的客户规划策略。%The customer is the source of corporate income, and a stable customer is the basis to ensure the survival and development of enterprises, so corporate customer planning is one of the important works of business marketing. This paper uses Markov chain model to predict the change trend of customers to develop the customer planning strategies meeting the actual situation of corporate.

  8. 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)

  9. 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)

  10. Product customization

    DEFF Research Database (Denmark)

    Lueg, Rainer

    2015-01-01

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

  11. Customer Innovation Process Leadership

    DEFF Research Database (Denmark)

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

    2007-01-01

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

  12. A Unified Derivation of Classical Subjective Expected Utility Models through Cardinal Utility

    NARCIS (Netherlands)

    Zank, H.; Wakker, P.P.

    1999-01-01

    Classical foundations of expected utility were provided by Ramsey, de Finetti, von Neumann & Morgenstern, Anscombe & Aumann, and others. These foundations describe preference conditions to capture the empirical content of expected utility. The assumed preference conditions, however, vary among the m

  13. Propeller aircraft interior noise model utilization study and validation

    Science.gov (United States)

    Pope, L. D.

    1984-01-01

    Utilization and validation of a computer program designed for aircraft interior noise prediction is considered. The program, entitled PAIN (an acronym for Propeller Aircraft Interior Noise), permits (in theory) predictions of sound levels inside propeller driven aircraft arising from sidewall transmission. The objective of the work reported was to determine the practicality of making predictions for various airplanes and the extent of the program's capabilities. The ultimate purpose was to discern the quality of predictions for tonal levels inside an aircraft occurring at the propeller blade passage frequency and its harmonics. The effort involved three tasks: (1) program validation through comparisons of predictions with scale-model test results; (2) development of utilization schemes for large (full scale) fuselages; and (3) validation through comparisons of predictions with measurements taken in flight tests on a turboprop aircraft. Findings should enable future users of the program to efficiently undertake and correctly interpret predictions.

  14. 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

  15. Rodent models of diabetic nephropathy: their utility and limitations.

    Science.gov (United States)

    Kitada, Munehiro; Ogura, Yoshio; Koya, Daisuke

    2016-01-01

    Diabetic nephropathy is the most common cause of end-stage renal disease. Therefore, novel therapies for the suppression of diabetic nephropathy must be developed. Rodent models are useful for elucidating the pathogenesis of diseases and testing novel therapies, and many type 1 and type 2 diabetic rodent models have been established for the study of diabetes and diabetic complications. Streptozotocin (STZ)-induced diabetic animals are widely used as a model of type 1 diabetes. Akita diabetic mice that have an Ins2+/C96Y mutation and OVE26 mice that overexpress calmodulin in pancreatic β-cells serve as a genetic model of type 1 diabetes. In addition, db/db mice, KK-Ay mice, Zucker diabetic fatty rats, Wistar fatty rats, Otsuka Long-Evans Tokushima Fatty rats and Goto-Kakizaki rats serve as rodent models of type 2 diabetes. An animal model of diabetic nephropathy should exhibit progressive albuminuria and a decrease in renal function, as well as the characteristic histological changes in the glomeruli and the tubulointerstitial lesions that are observed in cases of human diabetic nephropathy. A rodent model that strongly exhibits all these features of human diabetic nephropathy has not yet been developed. However, the currently available rodent models of diabetes can be useful in the study of diabetic nephropathy by increasing our understanding of the features of each diabetic rodent model. Furthermore, the genetic background and strain of each mouse model result in differences in susceptibility to diabetic nephropathy with albuminuria and the development of glomerular and tubulointerstitial lesions. Therefore, the validation of an animal model reproducing human diabetic nephropathy will significantly facilitate our understanding of the underlying genetic mechanisms that contribute to the development of diabetic nephropathy. In this review, we focus on rodent models of diabetes and discuss the utility and limitations of these models for the study of diabetic

  16. Customization and Customer-Product Learning

    DEFF Research Database (Denmark)

    Jørgensen, Kaj Asbjørn

    2011-01-01

    , through the performance level and the experience level to the learning level at the top. This model has a dual view with customers/demand at one side and product/supplier at the other side. It is developed so that it can be generally applied and, typically, product designers must decide how far up...... in levels the customisation should aim. This paper sets special focus on the upper levels of customisation, especially the learning level, and it is shown that products with a large range of user-oriented functionalities often require much training to use and that customers on the other hand are sometimes......In order to support decision making in companies, who want to implement Mass Customisation (MC) and Product Configuration, a previously published model for customisation is developed. This model identifies customisation in four different levels, ranging from the structure level at the bottom...

  17. 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.

  18. 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

  19. Malliavin's calculus in insider models: Additional utility and free lunches

    OpenAIRE

    2002-01-01

    We consider simple models of financial markets with regular traders and insiders possessing some extra information hidden in a random variable which is accessible to the regular trader only at the end of the trading interval. The problems we focus on are the calculation of the additional utility of the insider and a study of his free lunch possibilities. The information drift, i.e. the drift to eliminate in order to preserve the martingale property in the insider's filtration, turns out to be...

  20. 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.

  1. Rigorously testing multialternative decision field theory against random utility models.

    Science.gov (United States)

    Berkowitsch, Nicolas A J; Scheibehenne, Benjamin; Rieskamp, Jörg

    2014-06-01

    Cognitive models of decision making aim to explain the process underlying observed choices. Here, we test a sequential sampling model of decision making, multialternative decision field theory (MDFT; Roe, Busemeyer, & Townsend, 2001), on empirical grounds and compare it against 2 established random utility models of choice: the probit and the logit model. Using a within-subject experimental design, participants in 2 studies repeatedly choose among sets of options (consumer products) described on several attributes. The results of Study 1 showed that all models predicted participants' choices equally well. In Study 2, in which the choice sets were explicitly designed to distinguish the models, MDFT had an advantage in predicting the observed choices. Study 2 further revealed the occurrence of multiple context effects within single participants, indicating an interdependent evaluation of choice options and correlations between different context effects. In sum, the results indicate that sequential sampling models can provide relevant insights into the cognitive process underlying preferential choices and thus can lead to better choice predictions.

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

    DEFF Research Database (Denmark)

    Kotseridis, Yiorgios; Chrysochou, Polymeros; Krystallis, Athanasios

    their processing limits, they tend to simplify their decision-making based on heuristics (Bettman, Luce and Payne 1998). In the case of wine, such heuristics can be said to be extrinsic (e.g. brand, price, region variety, vintage, label) and intrinsic cues (taste, colour, etc). Many studies have explored......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......, 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...

  3. European utilities. What are the advantages, limits and perspectives of the multi-utilities model?; Les utilities europeennes. Quels sont les atouts, les limites et les perspectives du modele multi-utilities?

    Energy Technology Data Exchange (ETDEWEB)

    NONE

    2004-01-01

    Since several years, the European utilities (public service companies) have started a movement of broadening of their offer. They now encompass the overall domain of collective services (mainly electricity, natural gas, wastes and water) to propose global offers. The European utilities also go deeper in their range of offers with the management of fluxes (fluid supplies), of services (energy) and the externalization of infrastructures (cogeneration unit, waste water treatment plants, etc..). The multi-utilities model (association of at least 2 collective services inside a same portfolio of activities) has become a standard. This strategic evolution, implemented since several years in Europe, has been possible thanks to regulation changes: opening of gas and electricity markets to competition, increase of environmental standard requirements, delegation of services. If the multi-utilities concept appears as attractive, several questions remain unanswered: what are the real synergies between collective service activities? Is the multi-utilities model viable? How to finance such a model? How to construct and commercialize global offers? What are the commercial and financial results of the multi-utilities model? What are the alternatives to this model? Which strategic future to the European utilities? This study makes a precise status of the European markets of collective services. It analyzes the strategy of the European groups which have adopted the multi-utilities model and shows the advantages and limits of this strategic model. The study includes an analysis of the financial performances of the 20 main European groups which allows to foresee two scenarios of mid-term evolution for this sector. (J.S.)

  4. TECHNOLOGY AND APPLICATION OF PRODUCT EVOLUTIONARY DESIGN BASED ON CONFIGURATION IN MASS CUSTOMIZATION MODE

    Institute of Scientific and Technical Information of China (English)

    FENG Yixiong; CHENG Jin; TAN Jianrong; ZHENG Bing; WEI Zhe

    2007-01-01

    Product customization has been recognized as an effective means to implement mass customization (MC). A new theory and method for MC-oriented evolutionary design of configuration product is presented based on the study of developing law of evolutionary design in integrated environment, which focuses on the innovation and reuse properties of configuration product. The key technologies for general requirement modeling in quick response to customer requirement, multi-level stepwise configuration optimization driven by customer requirement and evolutionary deduction of product variable structure based on configuration association are thoroughly investigated. The successful application of the presented method in the development of real-life products demonstrates its utility, flexibility and robusticity.

  5. Modeling of beam customization devices in the pencil-beam splitting algorithm for heavy charged particle radiotherapy.

    Science.gov (United States)

    Kanematsu, Nobuyuki

    2011-03-07

    A broad-beam-delivery system for radiotherapy with protons or ions often employs multiple collimators and a range-compensating filter, which offer complex and potentially useful beam customization. It is however difficult for conventional pencil-beam algorithms to deal with fine structures of these devices due to beam-size growth during transport. This study aims to avoid the difficulty with a novel computational model. The pencil beams are initially defined at the range-compensating filter with angular-acceptance correction for upstream collimation followed by stopping and scattering. They are individually transported with possible splitting near the aperture edge of a downstream collimator to form a sharp field edge. The dose distribution for a carbon-ion beam was calculated and compared with existing experimental data. The penumbra sizes of various collimator edges agreed between them to a submillimeter level. This beam-customization model will be used in the greater framework of the pencil-beam splitting algorithm for accurate and efficient patient dose calculation.

  6. The mismanagement of customer loyalty.

    Science.gov (United States)

    Reinartz, Werner; Kumar, V

    2002-07-01

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

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

    Science.gov (United States)

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

    2003-02-01

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

  8. Rodent models of diabetic nephropathy: their utility and limitations

    Directory of Open Access Journals (Sweden)

    Kitada M

    2016-11-01

    significantly facilitate our understanding of the underlying genetic mechanisms that contribute to the development of diabetic nephropathy. In this review, we focus on rodent models of diabetes and discuss the utility and limitations of these models for the study of diabetic nephropathy. Keywords: diabetic nephropathy, rodent model, albuminuria, mesangial matrix expansion, tubulointerstitial fibrosis

  9. Customers Attitude towards Diminishing Partnership Home Financing in Islamic Banking

    Directory of Open Access Journals (Sweden)

    Dzuljastri A. Razak

    2012-01-01

    Full Text Available Problem statement: Diminishing partnership or musharakah mutanaqisah contract in home financing is recently introduced by the Islamic banking industry as an alternative of the bay bithaman ajil contract which has received many criticism from shariah scholars as mimicking conventional loan. This study aims to examine customers attitude upon diminishing partnership home financing and their intention to subscribe into the financing scheme. Approach: This study gauges customers perception on the salient features of diminishing partnership home financing from Islamic banks through a survey of 504 respondents comprise officers, managers and academician in Kuala Lumpur. The structural equation modeling was utilized to find out factors that influence customers intention for diminishing partnership home financing under the framework of the theory of reasoned action. Results: The main finding indicates that customers perceived the equity sharing features in diminishing partnership home financing mode differ from the conventional loan and other existing Islamic home financing modes. The result from structural equation modeling shows that customers intention for diminishing partnership is more influenced by their subjective norms compared to their attitude toward diminishing partnership home financing. Conclusion: The customers have perceived diminishing partnership as more shariah compliant than bay bithaman ajil. Afterwards, opinions from people perceived important by customers are giving more influence towards their decision making process.

  10. 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

  11. Computer assisted reconstruction of three-dimensional canal model of femur and design for custom-made stem

    Institute of Scientific and Technical Information of China (English)

    刘建国; 李冬松; 马卫华; 周振平; 徐莘香

    2004-01-01

    @@ The maximum stem-cortical bone contact plays a dominant role in the long-term fixation of the prosthesis; narrowing stem-cortical bone space and the bony ingrowths reduces the reaction to debris due to wear, the particle flows caused by the wear debris, the bone resorption, and the growth of pseudomembrane.1-4 We realized that the endosteal contour varies significantly from person to person.5,6 Thus, only one common designed prosthesis is not sufficient to achieve a high degree of accuracy in terms of modelling the proximal femur, therefore computer-assisted reconstruction of a three-dimensional canal model of the femur is a very promising way to produce custom hip stem prostheses.7-9

  12. How Can E-Services Influence On Customers' Intentions toward Online Book Repurchasing (SEM Method and TPB Model

    Directory of Open Access Journals (Sweden)

    Hossein Rezaei Dolatabadi

    2012-06-01

    Full Text Available Efficiency and effectiveness of e- commerce lead increasingly applying it by organizations in all aspects of transactions. To be strong and stable enough in today's competitive world, organizations need to improve their technological and communicational infrastructure. Nowadays, superior Electronic services can add high customer value and create competitive advantage for the organization. Therefore, providing electronic purchasing for consumers have become one of the key issues for organizations. The main aim of this study is to investigate attitude and intention toward electronic repurchasing of books, by effective factor of e-service quality, using the TPB model and structural equation modeling method (SEM. Samples of this survey are electronic buyers of books (through online book stores who have used electronic services which books sellers companies offer. The results show that e-service quality strongly affects intentions and attitudes towards repurchasing.

  13. A Model and Solution Method for Solving the Real-world and Complex Problem of Scheduling Visits to Customers

    Directory of Open Access Journals (Sweden)

    M.G. Baldoquin de la Peña

    2014-06-01

    Full Text Available Some of the complex logistical problems faced by companies combine the needs for strategic and tactical decisions concerning the interrelated issues of clustering, scheduling, and routing. Various strategies can be used to solve these problems. We present a problem of this type, involving a company whose fundamental objective is the commercialization of its product in the domestic market. The paper focuses on a model of and method for a solution to the problem of scheduling visits to customers, taking into account the relationship with other phases of product marketing. The model is nonlinear, involves binary and continuous variables, and solved heuristically. Computational experiments show that the proposed solution performed very well for both real-life and theoretical instances.

  14. On Modeling CPU Utilization of MapReduce Applications

    CERN Document Server

    Rizvandi, Nikzad Babaii; Zomaya, Albert Y

    2012-01-01

    In this paper, we present an approach to predict the total CPU utilization in terms of CPU clock tick of applications when running on MapReduce framework. Our approach has two key phases: profiling and modeling. In the profiling phase, an application is run several times with different sets of MapReduce configuration parameters to profile total CPU clock tick of the application on a given platform. In the modeling phase, multi linear regression is used to map the sets of MapReduce configuration parameters (number of Mappers, number of Reducers, size of File System (HDFS) and the size of input file) to total CPU clock ticks of the application. This derived model can be used for predicting total CPU requirements of the same application when using MapReduce framework on the same platform. Our approach aims to eliminate error-prone manual processes and presents a fully automated solution. Three standard applications (WordCount, Exim Mainlog parsing and Terasort) are used to evaluate our modeling technique on pseu...

  15. 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.

  16. 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...

  17. 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.

  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. The value of customer preference

    Energy Technology Data Exchange (ETDEWEB)

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

    1996-05-01

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

  20. Research on Demand-overflowing Customer Satisfaction Model%面向需求增溢的客户满意度模型研究

    Institute of Scientific and Technical Information of China (English)

    柳吉庆; 赵韩; 许肇云; 吴振华

    2013-01-01

    提出一种面向需求增溢现象的产品综合客户满意度计算方法,该方法首先对需求质量特征类型和客户满意度区间进行划分;然后采用分段式指数型函数建立不同类型的客户需求特征满意度模型;最后采用层次分析法确定各个需求特征的相关权重,从而得到不同产品对应的客户综合满意度。以工程自卸车产品客户选择为例,对该客户满意度模型应用的有效性和实用性进行了说明。%To solve the problem of reasonable customer satisfaction assignment when the product quality characteristic value was beyond customer demand expectation,a method was presented aiming at demand-overflowing phenomenon which existing in comprehensive customer satisfaction calcula-tion.First,types of demand quality characteristics and intervals of customer satisfaction were divid-ed.Then,subsection exponential functions were used to build customer satisfaction model for differ-ent types of demand characteristics.At last,results of comprehensive customer satisfaction for differ-ent products were established by using analytic hierarchy process.Taking customer selection on dump trucks as an example,validity and practicability of this application of customer satisfaction model was illustrated.

  1. Research on customer segmentation model of power enterprise%电力企业客户细分模型研究

    Institute of Scientific and Technical Information of China (English)

    宋才华; 蓝源娟; 范婷; 翟鸿荣; 李滨涛

    2014-01-01

    通过客户细分,可以帮助电网公司更为准确地掌握用电客户差异化服务的业务需求,协助提供符合实际需要的主动服务,最终取得提升客户用电体验满意度和降低电网公司服务成本的成效。从电网公司用电客户细分现状与应用需求出发,结合广东电网客户细分的各类应用场景,提出了基于客户价值区间的客户细分、K-Means聚类客户细分与基于决策树的客户细分三种细分模型,研究并创新性构建了细分模型从目标群体选择、细分模型层级管理到细分结果的深度分析总结三步客户细分机制,为电网公司个性化优质服务策略的制定奠定了基础。%The customer segmentation can help power grid companies to grasp business needs of the differentiated services for customers more accurately,provide the active service for the customers according to the actual needs,ultimately improve satisfaction of the electric customers and reduce service cost effectively. Proceeding from the electricity enterprise customer seg-mentation situation and application requirements,three customer segmentation models(model based on customer value range,K-Means clustering model of customer segmentation and model based on decision tree) are put forward on the basis of combina-tion of various scenarios of Guangdong Power Grid customer segmentation. A three-step customer segmentation mechanism of tar-get group selection,segmentation model hierarchical management and depth analysis of the segmentation results was built, which laid the foundation for the policy formulation of the personalized first-rate services from power grid companies.

  2. 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.

  3. Understanding Customer Experience Throughout the Customer Journey

    NARCIS (Netherlands)

    Lemon, Katherine N.; Verhoef, Peter C.

    2016-01-01

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

  4. 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

  5. Understanding Customer Experience Throughout the Customer Journey

    NARCIS (Netherlands)

    Lemon, Katherine N.; Verhoef, Peter C.

    2016-01-01

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

  6. City growth as a resource utilization problem

    CERN Document Server

    Ghosh, Asim; Chakrabarti, Anindya S; Chakrabarti, Bikas K

    2014-01-01

    We study a resource utilization scenario characterized by intrinsic attractiveness, in a system of many restaurants where customers compete to get the best services out of many choices. Results for the case with uniform attractiveness are reported. When attractiveness is uniformly distributed, it gives rise to a Zipf-Pareto law for the number of customers. We perform an exact calculation for the utilization fraction for the case when choices are made independent of attractiveness. A variant of the model is also introduced where the attractiveness can be treated as a fitness to stay in the business. When a restaurant loses customers, its fitness is replaced by a random fitness. The fitness distribution is characterized by a power law, but the power law distribution in number of customers still holds, implying the robustness of the model. Our model serves as a paradigm for city size distribution and the emergence of Zipf law.

  7. 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

  8. Multi-Dimensional Customer Data Analysis in Online Auctions

    Institute of Scientific and Technical Information of China (English)

    LAO Guoling; XIONG Kuan; QIN Zheng

    2007-01-01

    In this paper, we designed a customer-centered data warehouse system with five subjects: listing, bidding, transaction,accounts, and customer contact based on the business process of online auction companies. For each subject, we analyzed its fact indexes and dimensions. Then take transaction subject as example,analyzed the data warehouse model in detail, and got the multi-dimensional analysis structure of transaction subject. At last, using data mining to do customer segmentation, we divided customers into four types: impulse customer, prudent customer, potential customer, and ordinary customer. By the result of multi-dimensional customer data analysis, online auction companies can do more target marketing and increase customer loyalty.

  9. 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...

  10. 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

    This article deals with an economic production quantity inventory model for non-instantaneous deteriorating items under inflationary conditions, permissible delay in payments, customer returns, and price- and time-dependent demand. The customer returns are assumed as a function of demand and price....... 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....

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

    Directory of Open Access Journals (Sweden)

    Berrin Onaran,

    2013-04-01

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

  12. Using Data Mining Techniques in Customer Segmentation

    Directory of Open Access Journals (Sweden)

    Hasan Ziafat

    2014-09-01

    Full Text Available Data mining plays important role in marketing and is quite new. Although this field expands rapidly, data mining is still foreign issue for many marketers who trust only their experiences. Data mining techniques cannot substitute the significant role of domain experts and their business knowledge. In the other words, data mining algorithms are powerful but cannot effectively work without the active support of business experts. We can gain useful results by combining these techniques and business expertise. For instance ability of a data mining technique can be substantially increased by combining person experience in the field or information of business can be integrated into a data mining model to build a more successful result. Moreover, these results should always be evaluated by business experts. Thus, business knowledge can help and enrich the data mining results. On the other hand, data mining techniques can extract patterns that even the most experienced business people may have missed. In conclusion, the combination of business domain expertise with the power of data mining techniques can help organizations gain a competitive advantage in their efforts to optimize customer management. Clustering algorithms, a group of data mining technique, is one of most common used way to segment data set according to their similarities. This paper focuses on the topic of customer segmentation using data mining techniques. In the other words, we theoretically discuss about customer relationship management and then utilize couple of data mining algorithm specially clustering techniques for customer segmentation. We concentrated on behavioral segmentation.

  13. ADVANCED UTILITY SIMULATION MODEL, REPORT OF SENSITIVITY TESTING, CALIBRATION, AND MODEL OUTPUT COMPARISONS (VERSION 3.0)

    Science.gov (United States)

    The report gives results of activities relating to the Advanced Utility Simulation Model (AUSM): sensitivity testing. comparison with a mature electric utility model, and calibration to historical emissions. The activities were aimed at demonstrating AUSM's validity over input va...

  14. 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...

  15. Customized schematic eye model for refraction correction design based on ocular wavefront and corneal topography measurements

    Science.gov (United States)

    Curatu, Eugene O.; Pettit, George H.; Campin, John A.

    2002-06-01

    The subject of this paper relates to the ocular optical design and vision analysis of refractive correction of the eye. After the purpose statement and the assumption list, the concept of the schematic eye matching a particular (measured) wavefront is introduced. This concept is based on the fact that the ocular wavefront, together with the corneal topography, can be seen as the mathematical global representation of the eye working in monochromatic light and having a foveal vision. The discussed design technique, including an iterative optimization method, could be applied in any ocular correction that utilizes cornea topography and/or ocular wavefront, e.g. contact lens or intra-corneal implant. However, the application this paper refers to is the ocular refractive correction by a procedure using the LADARVISION. It consists of surgical removal and subsequent replacement of a corneal flap on a stromal surface whose shape has been changed by laser ablation of the tissue. Subsequent sections of this paper are dedicated to establishing the limits of possible refractive correction, the influences of the flap and corneal topography into the refractive correction calculation. Finally a realistic evaluation of the results and a list of possible developments of this new optical design method are discussed.

  16. 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

  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. Modeling non-monotone risk aversion using SAHARA utility functions

    NARCIS (Netherlands)

    A. Chen; A. Pelsser; M. Vellekoop

    2011-01-01

    We develop a new class of utility functions, SAHARA utility, with the distinguishing feature that it allows absolute risk aversion to be non-monotone and implements the assumption that agents may become less risk averse for very low values of wealth. The class contains the well-known exponential and

  19. Research on Customers -profit Oriented Marketing Model of Commercial Banks%商业银行客户-利润双导向营销模式研究

    Institute of Scientific and Technical Information of China (English)

    高山

    2012-01-01

    客户-利润双导向营销模式需要商业银行根据顾客的需求不断开发新的产品和服务,发掘新的利润空间。以国内A银行采取的客户-利润双导向营销模式为例进行研究,分析结果表明这种营销模式能提高客户满意度和竞争力。同时,商业银行还需要以客户为中心实现全行营销,加强现代科技手段的营销,有针对性的对客户提供个性化服务。%Customers - profit oriented marketing model requires commercial banks to develop new products and services constantly according to customer needs, and explores new profit space. Taken a domestic bank as an example, the analysis showes that this marketing model can improve customer satisfaction and competitiveness. Meanwhile, commercial banks need to be customer-centric, full-line marketing, strengthen the modem technology marketing, and provide personalized service to customers.

  20. 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.  

  1. Building Customers` Credit Scoring Models with Combination of Feature Selection and Decision Tree Algorithms

    Directory of Open Access Journals (Sweden)

    Zahra Davoodabadi

    Full Text Available Today`s financial transactions have been increased through banks and financial institutions. Therefore, credit scoring is a critical task to forecast the customers’ credit. We have created 9 different models for the credit scoring by combining three metho ...

  2. 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.

  3. Talking about Customer Service.

    Science.gov (United States)

    Talley, Mary; Axelroth, Joan

    2001-01-01

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

  4. 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...

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

    Directory of Open Access Journals (Sweden)

    Matthias Rieckher

    Full Text Available 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.

  6. Application of Tuncay's Language Teacher Model to Business-Customer Relations

    Science.gov (United States)

    Costea, Carmen

    It seems that what has been said by now about market and competitiveness does not fit perfectly with competences of getting the best of profit. Sometimes, the classical methods of fundamentals of management do not apply to individual companies that face irregular accommodation on the market. It is high time to replace the perfect business with the right one. New approaches and models may help in identifying new competition trends, changes for better application of purposes and proposals.

  7. Creating customer loyalty through service customization

    NARCIS (Netherlands)

    Coelho, Pedro S.; Henseler, Jörg

    2012-01-01

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

  8. 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.

  9. A customized model for 3D human segmental kinematic coupling analysis by optoelectronic stereophotogrammetry

    Institute of Scientific and Technical Information of China (English)

    2010-01-01

    The study of three-dimensional human kinematics has significant impacts on medical and healthcare technology innovations. As a non-invasive technology, optoelectronic stereophotogrammetry is widely used for in-vivo locomotor evaluations. However, relatively high testing difficulties, poor testing accuracies, and high analysis complexities prohibit its further employment. The objective of this study is to explore an improved modeling technique for quantitative measurement and analysis of human locomotion. Firstly, a 3D whole body model of 17 rigid segments was developed to describe human locomotion. Subsequently, a novel infrared reflective marker cluster for 17 body segments was constructed to calibrate and record the 3D segmental position and orientation of each functional body region simultaneously with high spatial accuracy. In addition, the novel calibration procedure and the conception of kinematic coupling of human locomotion were proposed to investigate the segmental functional characteristics of human motion. Eight healthy male subjects were evaluated with walking and running experiments using the Qualisys motion capture system. The experimental results demonstrated the followings: (i) The kinematic coupling of the upper limbs and the lower limbs both showed the significant characteristics of joint motion, while the torso motion of human possessed remarkable features of segmental motion; (ii) flexion/extension was the main motion feature in sagittal plane, while the lateral bending in coronal plane and the axial rotation in transverse plane were subsidiary motions during an entire walking cycle regarding to all the segments of the human body; (iii) compared with conventional methods, the improved techniques have a competitive advantage in the convenient measurement and accurate analysis of the segmental dynamic functional characteristics during human locomotion. The modeling technique proposed in this paper has great potentials in rehabilitation engineering

  10. 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.

  11. Research for a Reliability Model on Customer Satisfaction%顾客满意的可靠性模型研究

    Institute of Scientific and Technical Information of China (English)

    吴卫东; 王海宇; 刘德智

    2004-01-01

    With the development of a new era, the connotation for quality concept has been greatly changed. The original required technical standards for quality judgment is substituted by satisfaction of customer requirement and customers become the final judges. The evaluation of customer satisfaction for quality management in enterprises becomes more noticeable and important. The authors in this article adopt the theories of reliability and redundancy economics investigate customer satisfaction index to provide a designed model for improving customer satisfaction.%随着时代的发展, 质量的概念发生了很大的变化, 其判断标准由原来的符合技术标准转而成为满足顾客需求,顾客成为质量的最终判断者.对顾客满意的评测问题是企业质量管理工作中的一个重要方面,并越来越引起人们的关注.本文采用可靠性和冗余经济学的原理对顾客满意可靠度进行了一定的研究,并给出了一个提高顾客满意可靠度的冗余方案设计模型.

  12. Build Customer Loyalty Model and Enhance the Competitiveness of Enterprises%构建客户忠诚度模型 提升企业竞争力

    Institute of Scientific and Technical Information of China (English)

    戴颖达

    2011-01-01

    With the increasingly fierce market competition, enterprise mere and mere attention on customer relationship management. Customer loyalty, can effectively enhance the competitiveness of enterprises. This paper describes the research model of customer loyalty, and the findings with the insurance companies were discussed in detail the formation of customer loyalty, impact factor and enhance programs. This innovation not only from the theory of customer loyalty, and business practices for guiding value.%通过提高客户满意度和扩大忠诚客户群为目标,以客户研究为基础,最终帮助企业实现销售和利润持续增长。在客户忠诚度研究模型基础上,结合实际采样数据,并通过忠诚度指标因子定量分析各变量对客户忠诚度的影响,为企业有效提升客户满意度提供新的途径,为寻找增强企业竞争力的有效途径提供理论支持。

  13. Comparison between implants inserted with and without computer planning and custom model coordination.

    Science.gov (United States)

    Danza, Matteo; Zollino, Ilaria; Carinci, Francesco

    2009-07-01

    In the last decade, several systems for computer-planned implantology have been reported. Among them is a system that uses software and a three-dimensional parallelometer able to transfer the implant position from the virtual project to the master model. To verify the effectiveness of this system, a retrospective comparative study has been planned. A series of 300 implants were analyzed. Sixty-six were inserted with computer planning. Several variables related to patient, anatomic site, implant, and surgery were investigated. Implants' failure and peri-implant bone resorption were considered as predictors of clinical outcome. Kaplan-Meier method and Cox regression analysis were then performed to detect those variables statistically associated with the clinical outcome. Implant length and diameter ranged from 10 to 16 mm and from 3.75 to 6.0 mm, respectively. Implants were inserted to replace 66 incisors, 39 canines, 116 premolars, and 79 molars. Mean follow-up was 14 months. Nine implants were lost (survival rate, 97%), but no differences were detected among the studied variables. On the contrary, lower crestal bone resorption was detected for implants inserted in healed bone and in anterior jaws. Computer-planned and cast model-transferred implantology give good clinical results in survival and success rate. It is a useful technology that should be used in most difficult cases such as totally edentulous patients and reduced crestal bone volume.

  14. Devising a model brand loyalty in tires industry: the adjustment role of customer perceived value

    Directory of Open Access Journals (Sweden)

    Davoud Feiz

    2015-06-01

    Full Text Available Today, brand discussion is highly considered by companies and market agents. Different factors such as customers’ loyalty to brand impact on brand and the increase in sale and profit. Present paper aims at studying the impact of brand experience, trust and satisfaction on brand loyalty to Barez Tire Company in the city of Kerman as well as providing a model for this case. Research population consists of all Barez Tire consumers in Kerman. The volume of the sample was 171 for which simple random sampling was used. Data collection tool was a standard questionnaire and for measuring its reliability, Chronbach’s alpha was used. Present research is an applied one in terms of purpose and it is a descriptive and correlative one in terms of acquiring needed data. To analyze data, confirmatory factor analysis (CFA and structural equation model (SEM in SPSS and LISREL software were used. The findings indicate that brand experience, brand trust, and brand satisfaction impact on brand loyalty to Barez Tire Brand in the city of Kerman significantly. Noteworthy, the impact of these factors is higher when considering the role of the perceived value moderator.

  15. The Behavior Engineering Model at Work on a Small Scale: Using Task Clarification, Self-Monitoring, and Public Posting To Improve Customer Service.

    Science.gov (United States)

    Austin, John; Olson, Ryan; Wellisley, Julie Ann

    2001-01-01

    Explains Gilbert's Behavior Engineering Model that can enable the success of novice performance engineers by prompting appropriate front-end analysis and describes a performance improvement project conducted in the customer service department at an insurance agency. Discusses task clarification, employee self-monitoring, and public posting of…

  16. Employees' Assessment Of Customer Focus In A Tertiary Hospital In ...

    African Journals Online (AJOL)

    Employees' Assessment Of Customer Focus In A Tertiary Hospital In Southern ... that they asked their patients if they were satisfied with their work (p = 0.002). ... Keywords: Customer focus; patient satisfaction; utilization of health services; ...

  17. 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.

  18. Mass customization and build to order production - in manufacturing networks

    DEFF Research Database (Denmark)

    Svensson, Carsten

    2003-01-01

    Mass Customization and Build to Order Production – In Manufacturing Networks Mass customization and globalization have radically changed the environment for manufacturers. A new context is emerging with intensified competition and accelerated technology development. In this environment evolution...... in the manufacturing as information processing is accountable for an increasing portion of the value creation. In order to improve the information processing some manufacturers have applied product models, thereby giving the customer access to the manufactures knowledge base. This project will introduce solution...... elements, which can support an improved utilization of product models in relation to new and existing manufacturing systems. The scientific novelty of this project is the exposure of the potential that lies in an improved application and integration of information technology in the supply chain...

  19. Customized Product Material Image Decision-making Support Model%客制化产品材质意象决策支持模型

    Institute of Scientific and Technical Information of China (English)

    苏珂; 孙守迁; 柴春雷; 孙凌云; 刘征

    2011-01-01

    Aiming at the needs for product customization,this paper presented a decision-making support model based on the kansei engineering and the FAHP.Factor analysis was utilized to differentiate products into several styles;evaluation criteria were constructed by image words.It adopted fuzzy consistent relations to realize fuzzy reasoning rule and presented fuzzy consistent matrix method to accomplish dynamic adaptation.The results of defuzzification and sequencing are close to the psychological kansei image of the consumers.Finally,implementation of the proposed model was demonstrated in details via a case of chair material design.%基于大量客制化的背景提出一种产品材质意象决策支持模型。该模型应用感性工学的理论架构,基于模糊层次分析法构建了产品材质与消费者感性意象之间的对应关系,用因子分析法提取产品材质风格因子,将意象词汇作为评价准则,采用模糊一致关系实现了模糊推导,使用模糊一致矩阵实现动态自适应。通过求解模型得到每个方案的排序值,方案排序结果最大程度地反映了决策者的偏好。通过座椅案例验证了该模型在实际应用中的实用性与有效性。

  20. Measuring Customer Profitability in Complex Environments

    DEFF Research Database (Denmark)

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

    2012-01-01

    Customer profitability measurement is an important element in customer relationship management and a lever for enhanced marketing accountability. Two distinct measurement approaches have emerged in the marketing literature: Customer Lifetime Value (CLV) and Customer Profitability Analysis (CPA......). Myriad models have been demonstrated within these two approaches across industries. However, limited efforts have been made to explain when sophisticated CLV or CPA models will be most useful. This paper explores the advantages and limitations of sophisticated CLV and CPA models and proposes...... that the degree of sophistication deployed when implementing customer profitability measurement models is determined by the type of complexity encountered in firms’ customer environments. This gives rise to a contingency framework for customer profitability measurement model selection and five research...

  1. Surveying your internal customers.

    Science.gov (United States)

    Weir, V L

    1998-06-01

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

  2. 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.

  3. 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.

  4. 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? .

  5. Understanding Customers\\' Healthy Eating Behavior in Restaurants using the Health Belief Model and Theory of Planned Behavior

    OpenAIRE

    Lee, Sang Tak

    2013-01-01

    A large portion of the American public is overweight and many are classified as being obese.  Obesity and unhealthy eating behavior are partially related to the increase in our society""s consumption of foods away from home. Accordingly, the Food and Drug Administration (FDA) has suggested new menu labeling regulations to help educate customers on healthy items among menu selections. Few studies have tried to understand customers"" healthy eating behavior in restaurants. Therefore, the purpos...

  6. Turning customer satisfaction measurements into action

    OpenAIRE

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

    2014-01-01

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

  7. Measuring customer satisfaction in food industry

    OpenAIRE

    Parisa Akhtari; Amir Parviz Akhtari; Ahmad Torfi

    2015-01-01

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

  8. Turning customer satisfaction measurements into action

    OpenAIRE

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

    2014-01-01

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

  9. Goal-Programming Model Based on the Utility Function of the Decision-maker

    Institute of Scientific and Technical Information of China (English)

    WANG Zhi-jiang

    2001-01-01

    Based on the analysis of the problems in traditional GP model, this paper provides the model with the utility function of the decision-maker and compares this model with the one presented in reference article [1].

  10. 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.

  11. 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

  12. 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

  13. UNDERSTANDING CUSTOMERS' EVALUATIONS THROUGH MINING AIRLINE REVIEWS

    Directory of Open Access Journals (Sweden)

    Ibrahim Yakut

    2015-11-01

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

  14. Business marketing: understand what customers value.

    Science.gov (United States)

    Anderson, J C; Narus, J A

    1998-01-01

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

  15. Unbounded Utility for Savage's "Foundations of Statistics," and Other Models

    NARCIS (Netherlands)

    P.P. Wakker (Peter)

    1993-01-01

    textabstractA general procedure for extending finite-dimensional "additive-like" representations for binary relations to infinite-dimensional "integral-like" representations is developed by means of a condition called truncation-continuity. The restriction of boundedness of utility, met throughout t

  16. Unbounded utility for Savage's "Foundations of statistics," and other models

    NARCIS (Netherlands)

    Wakker, P.

    1993-01-01

    A general procedure for extending finite-dimensional additive-like representations to infinite-dimensional integral-like representations is developed by means of a condition called truncation-continuity. The restriction of boundedness of utility, met throughout the literature, can now be dispensed w

  17. 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)

  18. Lifecycle Agile Supply Chain Modeling for Customized and Complicated Products Based on CPC%产品全寿命敏捷供应链模型研究

    Institute of Scientific and Technical Information of China (English)

    景旭文; 赵良才; 张庆奎

    2004-01-01

    Customized and complicated products are usually high-priced with a long lifecycle. They provide customers with some maintenance capacity. While a great deal of research on product lifecycle design has been carried out, studies on the lifecycle agile supply chain (LASC) are less covered. The LASC functions, management goals, mathematical expressions and overall descriptions of the information model are discussed in this paper. The product lifecycle configuration is a core of the LASC information flow. The structure,function, manufacturing and maintenance configuration views are generated by coordinated lifecycle design. Purchase view 1 in the manufacturing phase is formed by combining the manufacturing configuration with B2B supply model, while purchase view 2 in the maintenance phase is formed by combining maintenance configuration with B2C supply model, serving the production and repair planning respectively. A prototype system has included some basic functions of this model.

  19. Electric utility capacity expansion and energy production models for energy policy analysis

    Energy Technology Data Exchange (ETDEWEB)

    Aronson, E.; Edenburn, M.

    1997-08-01

    This report describes electric utility capacity expansion and energy production models developed for energy policy analysis. The models use the same principles (life cycle cost minimization, least operating cost dispatching, and incorporation of outages and reserve margin) as comprehensive utility capacity planning tools, but are faster and simpler. The models were not designed for detailed utility capacity planning, but they can be used to accurately project trends on a regional level. Because they use the same principles as comprehensive utility capacity expansion planning tools, the models are more realistic than utility modules used in present policy analysis tools. They can be used to help forecast the effects energy policy options will have on future utility power generation capacity expansion trends and to help formulate a sound national energy strategy. The models make renewable energy source competition realistic by giving proper value to intermittent renewable and energy storage technologies, and by competing renewables against each other as well as against conventional technologies.

  20. Exploration on the Loss Probability Model of Telecom Enterprise Customers%电信企业客户的流失概率模型探讨

    Institute of Scientific and Technical Information of China (English)

    肖远

    2015-01-01

    In this paper,the problem of telecom enterprises in the process of customer classiifcation management is analyzed,and the problem is solved by statistical analysis and the establishment of loss probability model. First,the preliminary analysis of the data of 5000 customers,and to explore the relationship between the data in each group. Then using the two step clustering method,5000 customers can be divided into 4 categories,from customer value point of view,which is divided into high value customer, customer value,potential value customers and low value customers. In order to measure the ability of telecom enterprises to maintain the customer,a loss probability model is established. The model,from the point of view of the telecom enterprise, calculates the probability of the telecom enterprise may lose any customers. In order to objectively show the different three kinds of communication services to telecom business income,the use of the index function will be transformed,the use of Matlab programming,the calculation of the loss of telecommunications business customers.%文章针对电信企业在客户分类管理过程中出现的问题,通过统计分析和建立流失概率模型来解决问题。首先对5000个客户资料进行数据的初步统计分析,从中探寻到各组数据之间存在的一些关系。然后运用两步聚类法将5000个客户分为4类客户群,从客户价值的角度出发,分为高价值客户、次价值客户、潜价值客户和低价值客户,再分别对4类客户群的特征进行描述。为了衡量电信企业保持客户的能力,建立了一个流失概率模型。该模型从电信企业保持客户的角度出发,计算出电信企业可能流失任何客户的概率。为了客观地表现出3种通话业务对电信企业收入影响程度的不同,运用指数函数将其进行转化,使用Matlab编程,计算出电信企业流失任何客户的概率。

  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. 我国珠宝定制及其运作模式探析%Analysis of Jewelry Customization and Its Operation Model

    Institute of Scientific and Technical Information of China (English)

    周汉利; 尹百慧

    2012-01-01

    With the development of China's economy, people spend more on jewelry with time goes and the jewelry customization, which is beyond reach of ordinary people before, comes into people's attention. What's the meaning of jewelry customization, what charac-teristics it has, why are people interested in jewelry, especially jewelry customization? What are operation model and sales model of jewelry customization? How about the development in China? What difficulties are we facing, and how to solve? With the help of Maslow's "hier- archy of needs" and luxury features, the authors analysed the connection between jewelry and human, and the reason why jewelry customization becomes a trend, Then the authors analysed the operation model of jewelry customization taking customization process and sales into consideration. The conclusions are: (1) Communication between the jewelry customiza-tion providers and the consumer is a crucial process; (2) The individual studio-marketing model will become the mainstay of jewelry customization marketing model. The authors also analysed the development of jewelry customization in China combining the background of jewelry industry and the current situation of jewelry industry. In the end, some suggestions are proposed from the point of view of the designer's capabilities and the expansion of the consumer classes.%随着中国经济的发展,珠宝首饰年消费额逐年增长,以往遥不可及的珠宝定制进入了人们的视线。究竟珠宝定制的意义何在,它有着怎样的特性,人们对珠宝,尤其是珠宝定制的热衷从何而来,珠宝定制的流程运作模式和销售运作模式又是怎样,其在中国的发展现状如何,遇到怎样的困难,又将如何解决?从马斯洛的"需求层次理论"和奢侈品特性出发,分析珠宝和人的联系以及珠宝定制成为趋势的原因。再由定制流程及销售两个切入点对珠宝定制的运作模式进行分析,得出以下结论:定制双方的

  3. Variable Contingent Diffusion Model of Customized 3 G Mobile Phones%3G定制手机非恒定性附随扩散模型研究

    Institute of Scientific and Technical Information of China (English)

    王琦; 邵雪娇; 张颖; 刘丹

    2012-01-01

    To more scientifically and effectively predict tile development trend of customized 3G mobile phone and provide decision-making basis for operators, this paper introduces Bass model to the diffusion study on cus- tomized 3G mobile phone, and combining the diffusion properties of customized 3G mobile phone, builds the variable contingent diffusion model. Through empirical analysis and comparative analysis of Bass model, contin- gent diffusion model and variable contingent diffusion model, this paper discovers that the curve fitting effect of variable contingent diffusion model is the best for customized 3G mobile phone business, and variable contingent diffusion model is suitable for predication of customized 3G mobile phone users. Meanwhile, it is found that ma- jor diffusion motivation of customized 3G mobile phone is internal factors, and users are affected greatly by word of mouth. Therefore, major influencing factor of customized 3G mobile phone business diffusion is from word ef mouth of the existing users on potential ones.%为更科学有效地预测3G定制手机的发展趋势,为运营商提供决策依据,本文将Bass模型引入到3G定制手机扩散研究中,结合3G定制手机扩散特性,构建了非恒定性附随扩散模型。通过对基本Bass模型、附随扩散模型干¨非恒定附随扩散模型进行实证分析和比较分析,研究得出3G定制手机业务的非恒定性附随扩散模型的曲线拟合效果最好,适合作3G定制手机用户扩散的预测;同时,研究得出3G定制手机业务的主要扩散动力是内部影响凶素,用户受口碑影响较大。因此,3G定制手机业务扩散的主要影响因素来自己采用3G定制手机的用户对潜在用户的口碑影响。

  4. 基于客户选择行为的网络零售配送时隙定价模型%The pricing model of time slot for internet retailing delivery based on customer choice behavior

    Institute of Scientific and Technical Information of China (English)

    陈淮莉; 卫亚运

    2014-01-01

    在B2C( Business to Customer)环境下,配送成本是薄利经营的网络零售商们最需要处理的关键问题。以保证网络零售商的收益,最大化利用各配送时隙的能力为目标,对B2 C环境下的在线订单配送时隙的定价进行了研究。根据客户具有在线时隙选择行为随机性的特点,引入效用函数建立基于Logit的选择概率公式。并且考虑各时隙选项的效用,剩余预订时间,以及剩余能力建立了时隙定价模型。最后通过算例验证了模型的有效性,并通过分析说明了定价对客户时隙选择行为的影响。%In B2C, a critical question that an online retailer who operates on very thin margins needs to address is the cost of home delivery. To ensure the benefits of online retailers and maximum utilization of each delivery time slot’s capacity, the pricing model of time slot for online order delivery in B2C was studied. According to the characteristics that customer online choice behavior was random, the utility function was introduced, and the choice formula based on Logit was presented. The pricing model was presented based on the utilities of time slots, booking horizon and availability of time slot. Finally, a set of examples were analyzed to verify the effectiveness of the model, and demonstrated the influence of pricing to the customer choice behavior.

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

    DEFF Research Database (Denmark)

    Foteinaki, Kyriaki; Heller, Alfred; Rode, Carsten

    2016-01-01

    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...... of the external envelope and the thermal capacity of the internal walls as the main parameters that affect the load shifting potential of the apartment....... 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...

  6. A knowledge based model of electric utility operations. Final report

    Energy Technology Data Exchange (ETDEWEB)

    NONE

    1993-08-11

    This report consists of an appendix to provide a documentation and help capability for an analyst using the developed expert system of electric utility operations running in CLIPS. This capability is provided through a separate package running under the WINDOWS Operating System and keyed to provide displays of text, graphics and mixed text and graphics that explain and elaborate on the specific decisions being made within the knowledge based expert system.

  7. The Strategic Choice of the Firm with Customization Capability

    OpenAIRE

    Jue-Shyan Wang; Shu-Ning Chan

    2014-01-01

    The needs of customization are increasing gradually. It leads to various and customized products and service. The issue ¡°Mass Customization¡± also comes out for discussion. We use a game-theoretical model to discuss the competition between the firms with and without customization capability. We assume that the firm without customization capability can adjust the product characteristics by inputting advertising or selecting market location. We find that when the firm with customization capabi...

  8. Critical Success Factors of Customers Experience in Iranian Banks and their Ranking by Using Analytic Hierarchy Process Model

    Directory of Open Access Journals (Sweden)

    Fariddeddin Allameh Haery

    2013-09-01

    Full Text Available Nowadays, the importance of experiences is uncovered to any businesses especially in service offering segments. Businesses can insure success by creating optimized experiences for their customer. This article seeks to enrich the understanding of critical success factors of customer experience by providing an overview of existing CFS literature and suggesting and prioritizing the specific elements of critical success factors of customer experience in order to improve bank’s services. For this purpose we conduct a survey by participation of 384 bank’s customers. Analytic hierarchical process has been applied in order to determine and prioritize the critical success factors. Results suggest that from the viewpoint of customers, behavioral aspect possesses the highest priority among all the other factors and cognitive element has the second priority. Also sub-criteria comparison result indicate that sub-factors of employee, service process, speed, physical evidence, marketing mix and convenience are ranked first to sixth between other sub-factors. In addition by calculating inconsistency rate of pair-wise comparison, consistency of these factors is also acceptable.

  9. Customer satisfaction and competencies

    DEFF Research Database (Denmark)

    Gritti, Paola; Foss, Nicolai Juul

    this by analyzing data collected on 2,105 customers of 118 branches of one of the biggest banks of an Italian banking group. We find that customer satisfaction impacts loyalty, which in turn has a direct effect on financial and non-financial customer value/total customer value/complex customer value. Moreover......We empirically address how customer satisfaction and loyalty in the banking industry may affect profitability. This helps to identify the strategy and competencies necessary to benefit from customer relationships which are important sources for improved performance in the banking. We do...

  10. The Role of Trust and Technology Acceptance Model(TAM) on Customer Acceptance of Mobile Banking: An Integrated Model to Improve Mobile Banking in Banking Sector-A Conceptual Paper

    OpenAIRE

    R. K. Srivastava; Sindhu Singh; Vivek Srivastava

    2013-01-01

    This paper studies the need to integrate trust and Technology acceptance model (TAM) to understand the behaviour intention of the customer to use mobile banking. The present study focuses through literature review on trust related antecedents and technology related constructs and its influence on customer decision. It covers disposition to trust, institution-based trust, cognitive-base trust, security and privacy as five potential antecedents of trust. The study concludes that two technology ...

  11. Employee customer orientation in manufacturing organizations: joint influences of customer proximity and the senior leadership team.

    Science.gov (United States)

    Liao, Hui; Subramony, Mahesh

    2008-03-01

    Pursuing a customer-focused strategy in manufacturing organizations requires employees across functions to embrace the importance of understanding customer needs and to align their everyday efforts with the goal of satisfying and retaining customers. Little prior research has examined what factors influence employee customer orientation in manufacturing settings. Drawing on the attraction-selection-attrition model, upper-echelons theory, and contingency theories of leadership, this study investigated the joint influences of functional roles' proximity to external customers and the senior leadership team's customer orientation on employee customer orientation. Hierarchical linear modeling results based on data obtained from 4,299 employees and 403 senior leaders from 42 facilities of a global manufacturer operating in 16 countries revealed that employees occupying customer-contact roles had the highest level of customer orientation, followed by employees occupying production roles, and then by those in support roles. In addition, there was a positive relationship between the senior leadership team's customer orientation and employee customer orientation for all 3 functional roles. The positive relationship between the senior leadership team and employee customer orientation was the strongest for employees in support roles, suggesting that lower levels of proximity to external customers may create a greater need for leadership in developing employees' customer-oriented attitudes.

  12. Establishment of the customer satisfaction assessment model for the telecom industry%电信行业客户满意度测评模型的建立

    Institute of Scientific and Technical Information of China (English)

    李晓鸿; 张利

    2012-01-01

    在借鉴美国客户满意度指数(ACSI)模型的基础上,针对电信行业的特点,增加"品牌形象"作为影响客户满意度的一个前置因素,建立了电信行业客户满意度测评的概念模型,并对概念模型进行拟合优度检验和假设检验。结果表明,新模型的拟合效果优于ACSI模型,品牌形象的Cronbach Alpha值为0.848,说明各个测评指标能很好地测评品牌形象,其内部一致性较好。%Based on the American Customer Satisfaction Index (ACSI) model and the characteristics of the telecom industry, this article increases "brand image" as a lead influence factor of customer satisfaction, establishes the customer satisfaction conceptual model of the telecom in- dustry and does goodness testing and hypothesis testing of the conceptual model . The results show that the fitting effect of the new model is better than ACSI model and the Cronbach Alpha value of the brand image is 0. 848, which shows each assessment index can well evaluation brand image and its internal consistency is good.

  13. Construction of Customization Marketing Service Model for Agricultural Product Cold Chain Logistics Enterprises%农产品冷链物流企业的定制营销服务模型构建

    Institute of Scientific and Technical Information of China (English)

    原惠群; 舒文定

    2012-01-01

    在借鉴第三方物流企业定制营销模式的基础上,通过介绍农产品冷链物流企业实现定制化营销服务的依据与模式,对农产品冷链物流企业定制化营销中的各个模块进行了具体的说明,为我国农产品冷链物流企业开展满足客户个性化需求的定制营销提供一定的借鉴。%China agricultural cold chain has a vast market,a trend of diversification and personalization for the customer demand.According to the personalized demand of customers,the customization marleting is increasingy respected and widely recognized by enterprises and customers.Therefore,it is particularly important to further analyse customization behavior of agricultural cold chain logistics enterprise.Based on the reference to the customization marketing model of the third party logistics enterprise,this paper describes each module of customization marketing in details,through introducing the basis and mode of achieving customized marketing services for the agricultural product cold chain logistics enterprises.It is hoped that a certain reference can be provided to our country agricultural cold chain logistics enterprises for implementing the customization marketing to meet customer demand for individual requirements.

  14. Design of Customer Satisfaction Measurement Index System of EMS Service

    Institute of Scientific and Technical Information of China (English)

    2006-01-01

    This paper discusses the design of a customer satisfaction measurement index system of erpress mail service. It presents objectives and principles of the design based on hierarchical structures. We have devised a diagram for modeling customer satisfaction, and a detailed analysis of customer satisfaction is conducted. This paper presents our customer satisfaction model and analysis results.

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

    OpenAIRE

    Chandra Warsito

    2015-01-01

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

  16. 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.

  17. 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.

  18. 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)

  19. 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)

  20. 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.

  1. Customer satisfaction and competencies

    DEFF Research Database (Denmark)

    Gritti, Paola; Foss, Nicolai Juul

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

  2. 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...

  3. National coal utilization assessment: modeling long-term coal production with the Argonne coal market model

    Energy Technology Data Exchange (ETDEWEB)

    Dux, C.D.; Kroh, G.C.; VanKuiken, J.C.

    1977-08-01

    The Argonne Coal Market Model was developed as part of the National Coal Utilization Assessment, a comprehensive study of coal-related environmental, health, and safety impacts. The model was used to generate long-term coal market scenarios that became the basis for comparing the impacts of coal-development options. The model has a relatively high degree of regional detail concerning both supply and demand. Coal demands are forecast by a combination of trend and econometric analysis and then input exogenously into the model. Coal supply in each region is characterized by a linearly increasing function relating increments of new mine capacity to the marginal cost of extraction. Rail-transportation costs are econometrically estimated for each supply-demand link. A quadratic programming algorithm is used to calculate flow patterns that minimize consumer costs for the system.

  4. Estimating Independent Locally Shifted Random Utility Models for Ranking Data

    Science.gov (United States)

    Lam, Kar Yin; Koning, Alex J.; Franses, Philip Hans

    2011-01-01

    We consider the estimation of probabilistic ranking models in the context of conjoint experiments. By using approximate rather than exact ranking probabilities, we avoided the computation of high-dimensional integrals. We extended the approximation technique proposed by Henery (1981) in the context of the Thurstone-Mosteller-Daniels model to any…

  5. Recent advances in modeling nutrient utilization in ruminants1

    NARCIS (Netherlands)

    Kebreab, E.; Dijkstra, J.; Bannink, A.; France, J.

    2009-01-01

    Mathematical modeling techniques have been applied to study various aspects of the ruminant, such as rumen function, post-absorptive metabolism and product composition. This review focuses on advances made in modeling rumen fermentation and its associated rumen disorders, and energy and nutrient uti

  6. Proposição de um modelo baseado em Customer Lifetime Value para a análise de melhorias no sistema produtivo Proposition of a Customer Lifetime Value model to evaluate production system improvements

    Directory of Open Access Journals (Sweden)

    Luís Felipe Riehs Camargo

    2011-01-01

    Full Text Available Este artigo propõe um modelo para analisar melhorias no sistema produtivo à luz do valor do cliente para a empresa. Para isso, apresenta um modelo que agrega variáveis advindas do processo produtivo, do mercado consumidor e de métricas do marketing. Os três pilares de sustentação do modelo são os clientes, com suas necessidades e percepções em relação aos produtos e serviços; as características atribuídas pela produção; e as regras para análise do impacto da adoção de diferentes melhorias no sistema produtivo sobre o valor vitalício dos clientes atuais (CLV. Além disso, um modelo de escolha discreta (logit é proposto como o integrador entre a produção e o marketing. O método de pesquisa utilizado foi composto de quatro etapas: levantamento de referencial; construção do modelo conceitual; aplicação em um caso; análise e discussão. Como resultados, observa-se que, havendo disponibilidade de informações e tempo para sua condução, o modelo contribui para a identificação de melhorias que contemplem simultaneamente a visão de produção e a de sustentabilidade financeira.This paper aims to propose a model to investigate the effect of improvements on the productive system on the organization considering customer value. The model proposed combine variables representing the productive process, market, and marketing metrics. It consists of three fundamental elements: consumers and their needs and perceptions of products and services; characteristics of the productive system; and rules to analyze the impact of adoption of different improvements on the productive system. Customer lifetime value (CLV was measured and a discrete choice model (logit is proposed as an integrator between production and marketing perspectives. The research methodology consisted of four steps: referential research, conceptual modeling, application in a particular case, and results analysis. As a result, it is observed that upon availability

  7. Rodent models of cardiopulmonary bypass: utility in improving perioperative outcomes

    NARCIS (Netherlands)

    de Lange, F.

    2008-01-01

    Despite advances in surgical and anesthesia techniques, subtle neurologic injury still remains an important complication after cardiac surgery. Because the causes are multifactorial and complex, research in an appropriate small animal model for cardiopulmonary bypass (CPB) is warranted. This thesis

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

    African Journals Online (AJOL)

    STORAGESEVER

    2008-05-02

    May 2, 2008 ... A simple model was proposed using the Logistic Equation for the growth,. Leudeking-Piret ... (melanoidin) which may create many problems and also .... Where, the constant µ is defined as the specific growth rate. Equation 1 ...

  9. Animal models of obsessive–compulsive disorder: utility and limitations

    Science.gov (United States)

    Alonso, Pino; López-Solà, Clara; Real, Eva; Segalàs, Cinto; Menchón, José Manuel

    2015-01-01

    Obsessive–compulsive disorder (OCD) is a disabling and common neuropsychiatric condition of poorly known etiology. Many attempts have been made in the last few years to develop animal models of OCD with the aim of clarifying the genetic, neurochemical, and neuroanatomical basis of the disorder, as well as of developing novel pharmacological and neurosurgical treatments that may help to improve the prognosis of the illness. The latter goal is particularly important given that around 40% of patients with OCD do not respond to currently available therapies. This article summarizes strengths and limitations of the leading animal models of OCD including genetic, pharmacologically induced, behavioral manipulation-based, and neurodevelopmental models according to their face, construct, and predictive validity. On the basis of this evaluation, we discuss that currently labeled “animal models of OCD” should be regarded not as models of OCD but, rather, as animal models of different psychopathological processes, such as compulsivity, stereotypy, or perseverance, that are present not only in OCD but also in other psychiatric or neurological disorders. Animal models might constitute a challenging approach to study the neural and genetic mechanism of these phenomena from a trans-diagnostic perspective. Animal models are also of particular interest as tools for developing new therapeutic options for OCD, with the greatest convergence focusing on the glutamatergic system, the role of ovarian and related hormones, and the exploration of new potential targets for deep brain stimulation. Finally, future research on neurocognitive deficits associated with OCD through the use of analogous animal tasks could also provide a genuine opportunity to disentangle the complex etiology of the disorder. PMID:26346234

  10. Utilization of remote sensing observations in hydrologic models

    Science.gov (United States)

    Ragan, R. M.

    1977-01-01

    Most of the remote sensing related work in hydrologic modeling has centered on modifying existing models to take advantage of the capabilities of new sensor techniques. There has been enough success with this approach to insure that remote sensing is a powerful tool in modeling the watershed processes. Unfortunately, many of the models in use were designed without recognizing the growth of remote sensing technology. Thus, their parameters were selected to be map or field crew definable. It is believed that the real benefits will come through the evolution of new models having new parameters that are developed specifically to take advantage of our capabilities in remote sensing. The ability to define hydrologically active areas could have a significant impact. The ability to define soil moisture and the evolution of new techniques to estimate evoportransportation could significantly modify our approach to hydrologic modeling. Still, without a major educational effort to develop an understanding of the techniques used to extract parameter estimates from remote sensing data, the potential offered by this new technology will not be achieved.

  11. 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.

  12. INFLUENCE OF CUSTOMER VALUES AND SELF-IMAGE CONGRUITY ON CUSTOMER BEHAVIOR-BASED CRM PERFORMANCE

    OpenAIRE

    Mandy Loh; Maisarah Ahmad; Suhaila Abdul Kadir; Syed Shah Alam

    2015-01-01

    The purpose of this study is to investigate the influence of the key dimensions of customer value (functional value, emotional value, social value, and perceived sacrifice) and self-image congruity on customer-behavior based CRM performance. The study also attempts to investigate on the effect of key dimensions of customer value and self-image congruity on customer satisfaction and brand loyalty. The research model for this study was adopts an integrated framework from a previous study, and a...

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

    OpenAIRE

    Lee, Linda

    2016-01-01

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

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

    OpenAIRE

    Lee, Linda

    2016-01-01

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

  15. CSHURI - Modified HURI algorithm for Customer Segmentation and Transaction Profitability

    CERN Document Server

    Pillai, Jyothi

    2012-01-01

    Association rule mining (ARM) is the process of generating rules based on the correlation between the set of items that the customers purchase.Of late, data mining researchers have improved upon the quality of association rule mining for business development by incorporating factors like value (utility), quantity of items sold (weight) and profit. The rules mined without considering utility values (profit margin) will lead to a probable loss of profitable rules. The advantage of wealth of the customers' needs information and rules aids the retailer in designing his store layout[9]. An algorithm CSHURI, Customer Segmentation using HURI, is proposed, a modified version of HURI [6], finds customers who purchase high profitable rare items and accordingly classify the customers based on some criteria; for example, a retail business may need to identify valuable customers who are major contributors to a company's overall profit. For a potential customer arriving in the store, which customer group one should belong ...

  16. 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

  17. Establishment of Customer-centered Production Management Model%以客户为中心的生产管理模式建立

    Institute of Scientific and Technical Information of China (English)

    陈永道

    2013-01-01

    以某大型机械设备制造企业在建立“以客户为中心”的生产管理模式过程中积累的经验为,对制造企业如何将“以客户为中心”的经营管理理念落到实处进行了探讨.%This paper discusses the implementation of the management idea of "customer-centered" operation in manufacturing enterprises based on the experience accumulated in the process of establishing customer-centered management model in a large-scale mechanical equipment manufacturing company.

  18. 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.

  19. Utilization-Based Modeling and Optimization for Cognitive Radio Networks

    Science.gov (United States)

    Liu, Yanbing; Huang, Jun; Liu, Zhangxiong

    The cognitive radio technique promises to manage and allocate the scarce radio spectrum in the highly varying and disparate modern environments. This paper considers a cognitive radio scenario composed of two queues for the primary (licensed) users and cognitive (unlicensed) users. According to the Markov process, the system state equations are derived and an optimization model for the system is proposed. Next, the system performance is evaluated by calculations which show the rationality of our system model. Furthermore, discussions among different parameters for the system are presented based on the experimental results.

  20. User-owned utility models for rural electrification

    Energy Technology Data Exchange (ETDEWEB)

    Waddle, D.

    1997-12-01

    The author discusses the history of rural electric cooperatives (REC) in the United States, and the broader question of whether such organizations can serve as a model for rural electrification in other countries. The author points out the features of such cooperatives which have given them stability and strength, and emphasizes that for success of such programs, many of these same features must be present. He definitely feels the cooperative models are not outdated, but they need strong local support, and a governmental structure which is supportive, and in particular not negative.

  1. 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)

  2. 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.

  3. Managing Customer Expectations

    National Research Council Canada - National Science Library

    Jeff Parke

    2012-01-01

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

  4. Exploring the concept of web site customization : applications and antecedents

    NARCIS (Netherlands)

    Teerling, M.L.; Huizingh, Eelko K.R.E.

    2006-01-01

    While mass customization is the tailoring of products and services to the needs and wants of individual customers, web site customization is the tailoring of web sites to individual customers’ preferences. Based on a review of site customization applications, the authors propose a model with four

  5. Exploring the concept of web site customization : applications and antecedents

    NARCIS (Netherlands)

    Teerling, M.L.; Huizingh, Eelko K.R.E.

    2006-01-01

    While mass customization is the tailoring of products and services to the needs and wants of individual customers, web site customization is the tailoring of web sites to individual customers’ preferences. Based on a review of site customization applications, the authors propose a model with four di

  6. Model Construction and Examination of Customer Satisfaction in Pharmacy Retail Service%药品零售服务顾客满意度模型构建与实证研究

    Institute of Scientific and Technical Information of China (English)

    范广伟; 郝金锦

    2016-01-01

    目的:探究药品零售服务顾客满意度的理论模型并进行验证,为我国医药零售企业制定顾客满意度策略提供依据。方法:在现有顾客满意度指数模型的基础上构建理论模型。对沈阳地区医药消费者进行定性研究以获取影响药品零售服务顾客满意度的具体因素,进行定量研究以验证理论模型。结果与结论:理论模型包括感知质量、感知价值、顾客满意、顾客抱怨和顾客忠诚,并从定量的角度测量出各个因素对顾客满意和顾客忠诚的影响程度。其中,感知质量正向影响感知价值,感知质量和感知价值对顾客满意均有正向影响,顾客满意对顾客忠诚具有显著的正向影响,顾客抱怨对顾客忠诚具有显著的负向影响。%Objective: To construct and examine the theoretical model of customer satisfaction in pharmacy retail service, and provide suggestions on customer satisfaction strategy for the development of Chinese pharmaceutical retail enterprises. Methods:Theoretical model was constructed based on the existing customer satisfaction index model. Qualitative investigations were performed to collect factors of customer satisfaction in pharmacy retail service, and quantitative research was conducted to verify the practicability of the theoretical model among pharmaceutical consumers in Shenyang. Results and Conclusion:Theoretical models which stemmed from the quantitative perspective included perceived quality, perceived value, customer satisfaction, customer complaint and customer loyalty, and the inlfuencing level of various factors on customer satisfaction and customer loyalty. Perceived quality showed a positive effect on perceived value;perceived quality and perceived value affected customer satisfaction positively;customer satisfaction exhibited a signiifcant positive effect on customer loyalty;customer complaint had a signiifcant negative impact on customer loyalty.

  7. Transgenic models of Alzheimer's disease: better utilization of existing models through viral transgenesis.

    Science.gov (United States)

    Platt, Thomas L; Reeves, Valerie L; Murphy, M Paul

    2013-09-01

    Animal models have been used for decades in the Alzheimer's disease (AD) research field and have been crucial for the advancement of our understanding of the disease. Most models are based on familial AD mutations of genes involved in the amyloidogenic process, such as the amyloid precursor protein (APP) and presenilin 1 (PS1). Some models also incorporate mutations in tau (MAPT) known to cause frontotemporal dementia, a neurodegenerative disease that shares some elements of neuropathology with AD. While these models are complex, they fail to display pathology that perfectly recapitulates that of the human disease. Unfortunately, this level of pre-existing complexity creates a barrier to the further modification and improvement of these models. However, as the efficacy and safety of viral vectors improves, their use as an alternative to germline genetic modification is becoming a widely used research tool. In this review we discuss how this approach can be used to better utilize common mouse models in AD research. This article is part of a Special Issue entitled: Animal Models of Disease.

  8. On the Utility of Island Models in Dynamic Optimization

    DEFF Research Database (Denmark)

    Lissovoi, Andrei; Witt, Carsten

    2015-01-01

    to λ=O(n1-ε), the (1+λ) EA is still not able to track the optimum of Maze. If the migration interval is increased, the algorithm is able to track the optimum even for logarithmic λ. Finally, the relationship of τ, λ, and the ability of the island model to track the optimum is investigated more closely....

  9. Modeling 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 ...

  10. 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 ...

  11. Utility covariances and context effects in conjoint MNP models

    NARCIS (Netherlands)

    Haaijer, M.E.; Wedel, M.; Vriens, M.; Wansbeek, T.J.

    1998-01-01

    Experimental conjoint choice analysis is among the most frequently used methods for measuring and analyzing consumer preferences. The data from such experiments have been typically analyzed with the Multinomial Legit (MNL) model. However, there are several problems associated with the standard MNL

  12. Utility covariances and context effects in conjoint MNP models

    NARCIS (Netherlands)

    Haaijer, M.E.; Wedel, M.; Vriens, M.; Wansbeek, T.J.

    1998-01-01

    Experimental conjoint choice analysis is among the most frequently used methods for measuring and analyzing consumer preferences. The data from such experiments have been typically analyzed with the Multinomial Legit (MNL) model. However, there are several problems associated with the standard MNL m

  13. Animal models of β-hemoglobinopathies: utility and limitations

    Directory of Open Access Journals (Sweden)

    McColl B

    2016-11-01

    Full Text Available Bradley McColl, Jim Vadolas Cell and Gene Therapy Laboratory, Murdoch Childrens Research Institute, Royal Children’s Hospital, Parkville, VIC, Australia Abstract: The structural and functional conservation of hemoglobin throughout mammals has made the laboratory mouse an exceptionally useful organism in which to study both the protein and the individual globin genes. Early researchers looked to the globin genes as an excellent model in which to examine gene regulation – bountifully expressed and displaying a remarkably consistent pattern of developmental activation and silencing. In parallel with the growth of research into expression of the globin genes, mutations within the β-globin gene were identified as the cause of the β-hemoglobinopathies such as sickle cell disease and β-thalassemia. These lines of enquiry stimulated the development of transgenic mouse models, first carrying individual human globin genes and then substantial human genomic fragments incorporating the multigenic human β-globin locus and regulatory elements. Finally, mice were devised carrying mutant human β-globin loci on genetic backgrounds deficient in the native mouse globins, resulting in phenotypes of sickle cell disease or β-thalassemia. These years of work have generated a group of model animals that display many features of the β-hemoglobinopathies and provided enormous insight into the mechanisms of gene regulation. Substantive differences in the expression of human and mouse globins during development have also come to light, revealing the limitations of the mouse model, but also providing opportunities to further explore the mechanisms of globin gene regulation. In addition, animal models of β-hemoglobinopathies have demonstrated the feasibility of gene therapy for these conditions, now showing success in human clinical trials. Such models remain in use to dissect the molecular events of globin gene regulation and to identify novel treatments based

  14. An Algebraic Graphical Model for Decision with Uncertainties, Feasibilities, and Utilities

    CERN Document Server

    Pralet, C; Verfaillie, G; 10.1613/jair.2151

    2011-01-01

    Numerous formalisms and dedicated algorithms have been designed in the last decades to model and solve decision making problems. Some formalisms, such as constraint networks, can express "simple" decision problems, while others are designed to take into account uncertainties, unfeasible decisions, and utilities. Even in a single formalism, several variants are often proposed to model different types of uncertainty (probability, possibility...) or utility (additive or not). In this article, we introduce an algebraic graphical model that encompasses a large number of such formalisms: (1) we first adapt previous structures from Friedman, Chu and Halpern for representing uncertainty, utility, and expected utility in order to deal with generic forms of sequential decision making; (2) on these structures, we then introduce composite graphical models that express information via variables linked by "local" functions, thanks to conditional independence; (3) on these graphical models, we finally define a simple class ...

  15. Customer Experience Management Overview

    OpenAIRE

    Havíř, David

    2016-01-01

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

  16. Customer satisfaction with training programs

    NARCIS (Netherlands)

    Mulder, M.

    2001-01-01

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

  17. ASPEN+ and economic modeling of equine waste utilization for localized hot water heating via fast pyrolysis

    Science.gov (United States)

    ASPEN Plus based simulation models have been developed to design a pyrolysis process for the on-site production and utilization of pyrolysis oil from equine waste at the Equine Rehabilitation Center at Morrisville State College (MSC). The results indicate that utilization of all available Equine Reh...

  18. 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.

  19. Understanding customer experience.

    Science.gov (United States)

    Meyer, Christopher; Schwager, Andre

    2007-02-01

    Anyone who has signed up for cell phone service, attempted to claim a rebate, or navigated a call center has probably suffered from a company's apparent indifference to what should be its first concern: the customer experiences that culminate in either satisfaction or disappointment and defection. Customer experience is the subjective response customers have to direct or indirect contact with a company. It encompasses every aspect of an offering: customer care, advertising, packaging, features, ease of use, reliability. Customer experience is shaped by customers' expectations, which largely reflect previous experiences. Few CEOs would argue against the significance of customer experience or against measuring and analyzing it. But many don't appreciate how those activities differ from CRM or just how illuminating the data can be. For instance, the majority of the companies in a recent survey believed they have been providing "superior" experiences to customers, but most customers disagreed. The authors describe a customer experience management (CEM) process that involves three kinds of monitoring: past patterns (evaluating completed transactions), present patterns (tracking current relationships), and potential patterns (conducting inquiries in the hope of unveiling future opportunities). Data are collected at or about touch points through such methods as surveys, interviews, focus groups, and online forums. Companies need to involve every function in the effort, not just a single customer-facing group. The authors go on to illustrate how a cross-functional CEM system is created. With such a system, companies can discover which customers are prospects for growth and which require immediate intervention.

  20. Customer loyalty building

    OpenAIRE

    Nováková, Veronika

    2012-01-01

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

  1. Rodent models of diabetic nephropathy: their utility and limitations

    OpenAIRE

    Kitada M; Ogura Y; Koya D

    2016-01-01

    Munehiro Kitada,1,2 Yoshio Ogura,2 Daisuke Koya1,2 1Division of Anticipatory Molecular Food Science and Technology, Medical Research Institute, 2Department of Diabetology and Endocrinology, Kanazawa Medical University, Uchinada, Ishikawa, Japan Abstract: Diabetic nephropathy is the most common cause of end-stage renal disease. Therefore, novel therapies for the suppression of diabetic nephropathy must be developed. Rodent models are useful for elucidating the pathogenesis of diseases and test...

  2. Model-Driven Customization for SaaS UI%模型驱动的SaaS用户界面客户化方法

    Institute of Scientific and Technical Information of China (English)

    常言说; 华庆一; 吴昊; 柏延松

    2012-01-01

    Aim To solve the diversity of the user, terminal equipment and interactive mode confronted by cloud computing, and achieve the customization of the SaaS UI subsequently. Methods The perceptual control based task model is introduced in the model-driven development process. Results In this paper presents an approach of model-driven customization for SaaS user interface ( UI) . By analyzing perceptual control based task, the approach can acquire the goal of the user and the task and the control variable of the user, the satisfied and customized UI can be provided for the SaaS terminal user via model transformation. Conclusion Developers can improve the usability of final UI through partly model the usability attribute in task model by perceptual control based task analysis.%目的 解决云计算面临的用户多样性、云终端设备多样性以及交互通道多样性,实现用户界面的客户化.方法 在模型驱动的开发过程中引入感知控制任务模型.结果 提出一种基于模型的SaaS用户界面客户化方法,该方法先进行感知控制任务分析,获得用户及任务的目标,用户的控制变量,进而通过模型转换为SaaS的终端用户提供高满意度的客户化用户界面.结论 使用感知控制任务分析可以在任务模型中建模一部分可用性特征,进而提高所获最终用户界面的可用性.

  3. SERVICE QUALITY AS A PREDICTOR OF CUSTOMER SATISFACTION AND CUSTOMER LOYALTY

    Directory of Open Access Journals (Sweden)

    Azman Ismail

    2016-12-01

    Full Text Available Background: Service quality, customer satisfaction and customer loyalty have received a special attention in the recent health sector literature. The aim of this study was to examine the correlation between service quality and customer satisfaction as well as the correlation between service quality and customer loyalty. Methods: The self-report questionnaires gathered from patients at army medical centres in West Malaysia were used for this purpose. Results: The outcomes of SmartPLS path model analysis showed that service quality dimensions, namely tangible, reliability, responsiveness, assurance and empathy were significantly correlated with customer satisfaction and customer loyalty. Conclusions: This finding confirms that the capability of service providers to appropriately implement the quality dimensions in providing medical services has enhanced customer satisfaction and customer loyalty in the organizational sample.

  4. 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

  5. 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

  6. Modeling the utility of binaural cues for underwater sound localization.

    Science.gov (United States)

    Schneider, Jennifer N; Lloyd, David R; Banks, Patchouly N; Mercado, Eduardo

    2014-06-01

    The binaural cues used by terrestrial animals for sound localization in azimuth may not always suffice for accurate sound localization underwater. The purpose of this research was to examine the theoretical limits of interaural timing and level differences available underwater using computational and physical models. A paired-hydrophone system was used to record sounds transmitted underwater and recordings were analyzed using neural networks calibrated to reflect the auditory capabilities of terrestrial mammals. Estimates of source direction based on temporal differences were most accurate for frequencies between 0.5 and 1.75 kHz, with greater resolution toward the midline (2°), and lower resolution toward the periphery (9°). Level cues also changed systematically with source azimuth, even at lower frequencies than expected from theoretical calculations, suggesting that binaural mechanical coupling (e.g., through bone conduction) might, in principle, facilitate underwater sound localization. Overall, the relatively limited ability of the model to estimate source position using temporal and level difference cues underwater suggests that animals such as whales may use additional cues to accurately localize conspecifics and predators at long distances. Copyright © 2014 Elsevier B.V. All rights reserved.

  7. UTILITY OF MECHANISTIC MODELS FOR DIRECTING ADVANCED SEPARATIONS RESEARCH & DEVELOPMENT ACTIVITIES: Electrochemically Modulated Separation Example

    Energy Technology Data Exchange (ETDEWEB)

    Schwantes, Jon M.

    2009-06-01

    The objective for this work was to demonstrate the utility of mechanistic computer models designed to simulate actinide behavior for use in efficiently and effectively directing advanced laboratory R&D activities associated with developing advanced separations methods.

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

    Directory of Open Access Journals (Sweden)

    Mohamad Dimyati,

    2015-11-01

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

  9. Customer Credit Risk Assessment using Artificial Neural Networks

    Directory of Open Access Journals (Sweden)

    Nasser Mohammadi

    2016-03-01

    Full Text Available Since the granting of banking facilities in recent years has faced problems such as customer credit risk and affects the profitability directly, customer credit risk assessment has become imperative for banks and it is used to distinguish good applicants from those who will probably default on repayments. In credit risk assessment, a score is assigned to each customer then by comparing it with the cut-off point score which distinguishes two classes of the applicants, customers are classified into two credit statuses either a good or bad applicant. Regarding good performance and their ability of classification, generalization and learning patterns, Multilayer Perceptron Neural Network model trained using various Back-Propagation (BP algorithms considered in designing an evaluation model in this study. The BP algorithms, Levenberg-Marquardt (LM, Gradient descent, Conjugate gradient, Resilient, BFGS Quasinewton, and One-step secant were utilized. Each of these six networks runs and trains for different numbers of neurons within their hidden layer. Mean squared error (MSE is used as a criterion to specify optimum number of neurons in the hidden layer. The results showed that LM algorithm converges faster to the network and achieves better performance than the other algorithms. At last, by comparing classification performance of neural network with a number of classification algorithms such as Logistic Regression and Decision Tree, the neural network model outperformed the others in customer credit risk assessment. In credit models, because the cost that Type II error rate imposes to the model is too high, therefore, Receiver Operating Characteristic curve is used to find appropriate cut-off point for a model that in addition to high Accuracy, has lower Type II error rate.

  10. Analysis and Flexible Structural Modeling for Oscillating Wing Utilizing Aeroelasticity

    Institute of Scientific and Technical Information of China (English)

    Shao Ke; Wu Zhigang; Yang Chao

    2008-01-01

    Making use of modal characteristics of the natural vibration of flexible structure to design the oscillating wing aircraft is proposed.A series of equations concerning the oscillating wing of flexible structures are derived. The kinetic equation for aerodynamic force coupled with elastic movement is set up, and relevant formulae are derived. The unsteady aerodynamic one in that formulae is revised. The design principle, design process and range of application of such oscillating wing analytical method are elaborated. A flexible structural oscillating wing model is set up, and relevant time response analysis and frequency response analysis are conducted. The analytical results indicate that adopting the new-type driving way for the oscillating wing will not have flutter problems and will be able to produce propulsive force. Furthermore, it will consume much less power than the fixed wing for generating the same lift.

  11. Who is the customer in higher education?

    CERN Document Server

    Courtney, M; Courtney, Amy; Courtney, Michael

    2006-01-01

    As education systems move toward business models of operation, there is a strong tendency to misidentify the student as the customer. Rather than being the customer in a business model, the student enters as the raw material and leaves as a value-added product. Misidentifying the student as the customer leads to interpretation of the course credit or degree as the product. The true product is the additional knowledge, skill, and ability that course credit and degree should represent. Consequences are potentially disastrous, because the notion that "the customer is always right" can lead to the perceived product (course credit or degree) meeting the desires of the misidentified "customer" (student) rather than the real product (value added to student) meeting the standards of the properly identified customers (future employers and taxpayers).

  12. THE ANALYTICAL INSIGHT INTO CUSTOMER PERCEPTION OF QUALITY DETERMINANTS OF THE E-COMMERCE MODEL BUSINESS-TO-CONSUMER SUBJECTS IN THE CENTRAL EUROPEAN COUNTRIES

    Directory of Open Access Journals (Sweden)

    Radovan Bačík

    2014-12-01

    Full Text Available Purpose: The aim of the paper is to describe the specific aspects of the e-commerce model business-to-consumer as a constantly developing field of an economic life in the Central European countries according to their customers. The current state of e-business and business-to-consumer e-commerce issue was identified by the research in the Czech Republic, Hungary, Poland and Slovakia.Methodology/Approach: For the purposes of collecting primary data the crucial factor for the selection of e-shops was identification of the suitable  online portals focused on post-purchase evaluation of e-shops in Visegrad group countries. Automatic data collection method was used for the observed variables (evaluations within selected online portals of the identified e-shops. The total of 5,228,127 evaluations of 9,260 e-shops were analysed. The main focus was given to customer overall satisfaction with an e-shop in relation to communication with a customer or overall satisfaction with an e-shop and delivery quality.Findings: The results of the research showed that there exists a direct relation between overall satisfaction with an e-shop and communication with customers or overall satisfaction with an e-shop and delivery quality.Originality/Value of paper: The ambition of this paper through the findings is to help subjects of e-commerce in their marketing decisions in order to even better understand the factors that influence customers’ satisfaction. 

  13. A Utility-Based Reputation Model for the Internet of Things

    OpenAIRE

    Aziz, Benjamin; Fremantle, Paul; Wei, Rui; Arenas, Alvaro

    2016-01-01

    Part 7: TPM and Internet of Things; International audience; The MQTT protocol has emerged over the past decade as a key protocol for a number of low power and lightweight communication scenarios including machine-to-machine and the Internet of Things. In this paper we develop a utility-based reputation model for MQTT, where we can assign a reputation score to participants in a network based on monitoring their behaviour. We mathematically define the reputation model using utility functions on...

  14. 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...

  15. Economic principles and fundamental model of the sustainable utilization of ecological resources

    Institute of Scientific and Technical Information of China (English)

    Du Jinpei; Li Lin

    2006-01-01

    By analyzing the basic rules and measurement principles of the sustainable utilization of ecological resources and constructing its mathematical model, this paper points out that the sustainable utilization of ecological resources is in nature to use the double-period model thousands of times for the dynamic distribution of ecological resources effectively. And it points out that in order to realize the sustainable utilization of ecological resources we must follow the basic principle - non-decreasing ecological capital and put forward corresponding standards, measures, policies and proposals.

  16. 基于TAM模型的B2C客户体验模型研究%The Study of B2C Customer Experience Model Based on Tam Model

    Institute of Scientific and Technical Information of China (English)

    郭红丽; 王晶

    2013-01-01

    电子商务的快速发展使得研究在线客户体验变得重要。结合以往的研究文献,从网站特性、客户特性、客户参与、交易成本四个角度较全面地阐述客户体验的影响因素,同时建立基于TAM模型的B2C客户体验模型,并指明未来的研究方向。%Online customer experience has become important because of the rapid development of e -commerce.The paper elaborates the factors affecting customer experience from four angles combined with previous research literature .They are the site characteristics , customer characteristics , customer participation and the transaction costs .Then we build B2C cus-tomers experience model based on the TAM model and indicate the directions for future research .

  17. Evaluation of Distribution Network Customer Outage Costs

    Science.gov (United States)

    Zemīte, Laila; Gerhards, Jānis

    2009-01-01

    Customer outage cost criteria are considered, collected and analyzed outage costs in Latvia distribution network, as well as distribution network outage elimination structure, the most common outage causes, are proposed outage costs estimation model. Finally the discussion of results of expected customer outage costs and interrupted energy assessment rate calculation results in Latvia distribution network in 2007 are presented, based on customers' mean value of incomes, outcomes and profitability.

  18. Agility Evaluation of Mass Customization Product Manufacturing

    Institute of Scientific and Technical Information of China (English)

    2002-01-01

    Mass Customization (MC) is one of the importance en te rprise produces modes in information age progressively. Mass Customization produ ct manufacturing is aimed at the objection of agile responding to customer deman d, market changing and market opportunities to combine with modern management te chnology and advanced manufacture technology, and to use the development model o f design for product family and technology concurrent. Therefore, in the environ ment of market continuing to change with a high spee...

  19. 基于客户生命周期的铁路大客户细分与发展模型%Customer - life - cycle - based railway major clients segmentation and development models

    Institute of Scientific and Technical Information of China (English)

    郭玉华; 陈治亚

    2011-01-01

    运用经典客户生命周期理论,引入价值理念,从利润的角度分析铁路大客户生命周期及其价值;采用数据挖掘技术,结合利润增长率和现有价值,划分铁路大客户所属发展阶段和细分现有价值所属类别;在此基础上,综合考虑铁路大客户和货运营业部的期望收益、营销成本、转移成本等因素,构建基于客户生命周期的潜在型大客户发展模型、竞争型大客户发展模型和大客户保持模型,分析未来一段时间内铁路货运系统的最佳营销成本,促使铁路大客户和铁路货运系统达到双赢的目标,实现对客户关系的智能管理.实例表明:所提出的大客户细分方法和发展模型能有效分析货运营销成本,为继续推行大客户战略和开展货运营销活动提供决策依据.%Utilizing typical customer life cycle theory and introducing value concept, the railway major client life cycle and its values were both analyzed. Adopting with data mining technology and combining with profit increasing rate and present value, development stages of railway major clients and classification of present value were subdivided. Considering many factors of railway major clients and freight transportation business departments such as expected revenue, marketing cost and switching cost, potential major client development model, competitive major client development model and major client maintaining model based on customer life cycle were all constructed in order to the optimal marketing cost for railway freight transportation system in future, which helps to realize win - win target for both railway major client and freight transportation system and customer relationship intelligent management. The instance indicates that major client segmentation methods and development models can be used to analyze freight transportation marketing cost effectively and provide decision support for continuing major client strategy and carrying on freight

  20. 基于DOC视角的在线客户评论加工模型研究%Study on the Processing Model of Online Customer Reviews from DOC Perspective

    Institute of Scientific and Technical Information of China (English)

    马玉涛; 蔡淑琴; 叶波; 王瑞

    2011-01-01

    互联网和信息技术的发展,为客户在线分享他人的购物经历提供了新机会.在线客户评论(OCR)对消费者的购买决策和企业的声誉管理都有着十分重要的价值,然而,如何聚合利用OCR是个很大的挑战.论文引入Kano模型、全信息理论和离散事件系统理论,从需求、序化和中心化的三维视角,探讨性地研究OCR的加工问题,并提出了OCR的加工模型.进一步地,对OCR三维加工模型的形式化进行了研究.实例分析证明,电子商务网站现有的OCR加工方式只能满足用户的基本需求,必须改进加工方式以提高用户满意度.本文所提出的模型能为进一步改进OCR加工方式提供很好的可行思路和方法.%The development of Internet and information technology provides customers with a new opportunity to sharetheir shopping experience online. Online customer reviews (OCR) have a significant value on purchasing decisions and corporate reputation management. However, how to aggregate and utilize OCR is a big challenge. This paper explores the OCR processing and proposes an OCR processing model by introducing Kano model, comprehensive information theory and discrete event systems from three-dimensional perspectives of demanding, ordering and centralization. Moreover, we study on the formalization of the three-dimensional OCR processing model. Case analysis shows that the existing OCR processing methods by e-business websites can only meet the basic needs of users, processing methods must be improved to improve customers' s-atisfaction. The processing model proposed in this paper can provide practical ideas and methods for further improvement.