WorldWideScience

Sample records for oligonucleotide-based custom dna

  1. Screening the Single Nucleotide Polymorphisms in Patients with Internal Carotid Artery Stenosis by Oligonucleotide-Based Custom DNA Array

    Directory of Open Access Journals (Sweden)

    Kenji Nakai

    2007-01-01

    Full Text Available Early screening of individuals considered to be at risk for severe internal carotid artery (ICA stenosis is an important strategy for preventing ischemic cerebral stroke. The purpose of this study is to screening candidate single nucleotide polymorphisms (SNPs associated with severe ICA stenosis using a newly developed oligonucleotide-based custom DNA array. The subjects consisted of 47 controls and 46 patients with severe ICA stenosis (70% who underwent carotid endarterectomy (CEA. Subjects gave informed consent and we obtained samples of blood and genomic DNA. We studied 8 candidate genes: renin-angiotensin system [angiotensinogen (AGT, angiotensin II receptor type 1 (AGTR1, nitric oxide synthase 3 (NOS3]; growth factor [hepatocyte growth factor (HGF]; transgelin (SM22; cytokine [chemokine receptor 2 (CCR2]; coagulation-fibrinolysis system [5,10-methylenetetrahydrofolate reductase (MTHFR]; and plasminogen activator inhibitor 1 (PAI-1. Genotyping of candidate SNPs was done with a line probe assay (LiPA based on an oligonucleotide-based DNA array. Results: The allele frequency of PAI-1 –1965 delG (odds ratio (OR, 0.3; 95% confidence interval (CI, 0.2–0.6 and MTHFR (OR 1.3, 95% CI, 1.0–1.5 were significantly different between controls and cases with ICA stenosis by Fisher’s exact test. Multiple logistic analysis revealed that diabetes mellitus (DM, SNPs in PAI-1 –1965 delG and MTHFR were an independent risk for ICA stenosis. In conclusion, genetic factors of coagulation-fibrinolysis as well as diabetes mellitus (DM were relevant in ICA stenosis.

  2. Chimeric RNA/DNA oligonucleotide-based site-specific modification of the tobacco acetolactate syntase gene.

    Science.gov (United States)

    Kochevenko, Andrej; Willmitzer, Lothar

    2003-05-01

    Single amino acid substitutions at either of two crucial positions in acetolactate synthase (ALS) result in a chlorsulfuron-insensitive form of this enzyme and, as a consequence, a herbicide-resistant phenotype. Here, we describe the successful in vivo targeting of endogenous tobacco (Nicotiana tabacum) ALS genes using chimeric RNA/DNA and all-DNA oligonucleotides at two different locations. Similar number of conversion events with two different chimeras indicates the absence of restricting influence of genomic target sequence on the gene repair in tobacco. Chlorsulfuron-resistant plants were regenerated from calli after mesophyll protoplast electroporation or leaf tissue particle bombardment with these specifically constructed chimeras. Sequence analysis and enzyme assays proved the resulting alterations to ALS at both DNA and protein levels. Furthermore, foliar application of chlorsulfuron confirmed the development of resistant phenotypes. Lines with proline-196-alanine, threonine, glutamine, or serine substitutions or with tryptophan-573-leucine substitutions were highly resistant at both cellular and whole plant levels, whereas lines with proline-196-leucine substitutions were less resistant. The stability of these modifications was demonstrated by the continuous growth of calli on chlorsulfuron-containing medium and by the transmission of herbicide resistance to progeny in a Mendelian manner. Ability of haploid state to promote chimera-mediated conversions is discussed.

  3. Oligonucleotide-based biosensors for in vitro diagnostics and environmental hazard detection.

    Science.gov (United States)

    Jung, Il Young; Lee, Eun Hee; Suh, Ah Young; Lee, Seung Jin; Lee, Hyukjin

    2016-04-01

    Oligonucleotide-based biosensors have drawn much attention because of their broad applications in in vitro diagnostics and environmental hazard detection. They are particularly of interest to many researchers because of their high specificity as well as excellent sensitivity. Recently, oligonucleotide-based biosensors have been used to achieve not only genetic detection of targets but also the detection of small molecules, peptides, and proteins. This has further broadened the applications of these sensors in the medical and health care industry. In this review, we highlight various examples of oligonucleotide-based biosensors for the detection of diseases, drugs, and environmentally hazardous chemicals. Each example is provided with detailed schematics of the detection mechanism in addition to the supporting experimental results. Furthermore, future perspectives and new challenges in oligonucleotide-based biosensors are discussed.

  4. Oligonucleotide-Based Therapy for FTD/ALS Caused by the C9orf72 Repeat Expansion: A Perspective

    Directory of Open Access Journals (Sweden)

    Stephanie A. Fernandes

    2013-01-01

    Full Text Available Amyotrophic lateral sclerosis (ALS is a progressive and lethal disease of motor neuron degeneration, leading to paralysis of voluntary muscles and death by respiratory failure within five years of onset. Frontotemporal dementia (FTD is characterised by degeneration of frontal and temporal lobes, leading to changes in personality, behaviour, and language, culminating in death within 5–10 years. Both of these diseases form a clinical, pathological, and genetic continuum of diseases, and this link has become clearer recently with the discovery of a hexanucleotide repeat expansion in the C9orf72 gene that causes the FTD/ALS spectrum, that is, c9FTD/ALS. Two basic mechanisms have been proposed as being potentially responsible for c9FTD/ALS: loss-of-function of the protein encoded by this gene (associated with aberrant DNA methylation and gain of function through the formation of RNA foci or protein aggregates. These diseases currently lack any cure or effective treatment. Antisense oligonucleotides (ASOs are modified nucleic acids that are able to silence targeted mRNAs or perform splice modulation, and the fact that they have proved efficient in repeat expansion diseases including myotonic dystrophy type 1 makes them ideal candidates for c9FTD/ALS therapy. Here, we discuss potential mechanisms and challenges for developing oligonucleotide-based therapy for c9FTD/ALS.

  5. Oligonucleotide-Based Therapy for FTD/ALS Caused by the C9orf72 Repeat Expansion: A Perspective.

    Science.gov (United States)

    Fernandes, Stephanie A; Douglas, Andrew G L; Varela, Miguel A; Wood, Matthew J A; Aoki, Yoshitsugu

    2013-01-01

    Amyotrophic lateral sclerosis (ALS) is a progressive and lethal disease of motor neuron degeneration, leading to paralysis of voluntary muscles and death by respiratory failure within five years of onset. Frontotemporal dementia (FTD) is characterised by degeneration of frontal and temporal lobes, leading to changes in personality, behaviour, and language, culminating in death within 5-10 years. Both of these diseases form a clinical, pathological, and genetic continuum of diseases, and this link has become clearer recently with the discovery of a hexanucleotide repeat expansion in the C9orf72 gene that causes the FTD/ALS spectrum, that is, c9FTD/ALS. Two basic mechanisms have been proposed as being potentially responsible for c9FTD/ALS: loss-of-function of the protein encoded by this gene (associated with aberrant DNA methylation) and gain of function through the formation of RNA foci or protein aggregates. These diseases currently lack any cure or effective treatment. Antisense oligonucleotides (ASOs) are modified nucleic acids that are able to silence targeted mRNAs or perform splice modulation, and the fact that they have proved efficient in repeat expansion diseases including myotonic dystrophy type 1 makes them ideal candidates for c9FTD/ALS therapy. Here, we discuss potential mechanisms and challenges for developing oligonucleotide-based therapy for c9FTD/ALS.

  6. THE BENEFITS OF CUSTOMIZED DNA DIRECTED NUTRITION TO BALANCE THE BRAIN REWARD CIRCUITRY AND REDUCE ADDICTIVE BEHAVIORS

    Science.gov (United States)

    Blum, Kenneth; Downs, B.W.; Dushaj, Kristina; Li, Mona; Braverman, Eric R.; Fried, Lyle; Waite, Roger; Demotrovics, Zsolt; Badgaiyan, Rajendra D.

    2016-01-01

    DNA Customization of nutraceutical products is here. In the truest sense, “Gene Guided Precision Nutrition™” and KB220 variants (a complex mixture of amino–acids, trace metals, and herbals) are the pioneers and standard-bearers for a state of the art DNA customization. Findings by both, Kenneth Blum, Ph.D. and Ernest Noble, Ph.D. concerning the role of genes in shaping cravings and pleasure- seeking, opened the doors to comprehension of how genetics control our actions and effect our mental and physical health. Moreover, technology that is related to KB220 variants in order to reduce or eradicate excessive cravings by influencing gene expression is a cornerstone in the pioneering of the practical applications of nutrigenomics. Continuing discoveries have been an important catalyst for the evolution, expansion, and scientific recognition of the significance of nutrigenomics and its remarkable contributions to human health. Neuro-Nutrigenomics is now a very important field of scientific investigation that offers great promise to improving the human condition. In the forefront is the development of the Genetic Addiction Risk Score (GARS™), which unlike 23andMe, has predictive value for the severity of drug and alcohol abuse as well as other non-substance related addictive behaviors. While customization of neuronutrients has not yet been commercialized, there is emerging evidence that in the future, the concept will be developed and could have a significant impact in addiction medicine. PMID:28066828

  7. The IronChip evaluation package: a package of perl modules for robust analysis of custom microarrays

    Directory of Open Access Journals (Sweden)

    Brazma Alvis

    2010-03-01

    Full Text Available Abstract Background Gene expression studies greatly contribute to our understanding of complex relationships in gene regulatory networks. However, the complexity of array design, production and manipulations are limiting factors, affecting data quality. The use of customized DNA microarrays improves overall data quality in many situations, however, only if for these specifically designed microarrays analysis tools are available. Results The IronChip Evaluation Package (ICEP is a collection of Perl utilities and an easy to use data evaluation pipeline for the analysis of microarray data with a focus on data quality of custom-designed microarrays. The package has been developed for the statistical and bioinformatical analysis of the custom cDNA microarray IronChip but can be easily adapted for other cDNA or oligonucleotide-based designed microarray platforms. ICEP uses decision tree-based algorithms to assign quality flags and performs robust analysis based on chip design properties regarding multiple repetitions, ratio cut-off, background and negative controls. Conclusions ICEP is a stand-alone Windows application to obtain optimal data quality from custom-designed microarrays and is freely available here (see "Additional Files" section and at: http://www.alice-dsl.net/evgeniy.vainshtein/ICEP/

  8. An evaluation of oligonucleotide-based therapeutic strategies for polyQ diseases

    Directory of Open Access Journals (Sweden)

    Fiszer Agnieszka

    2012-03-01

    Full Text Available Abstract Background RNA interference (RNAi and antisense strategies provide experimental therapeutic agents for numerous diseases, including polyglutamine (polyQ disorders caused by CAG repeat expansion. We compared the potential of different oligonucleotide-based strategies for silencing the genes responsible for several polyQ diseases, including Huntington's disease and two spinocerebellar ataxias, type 1 and type 3. The strategies included nonallele-selective gene silencing, gene replacement, allele-selective SNP targeting and CAG repeat targeting. Results Using the patient-derived cell culture models of polyQ diseases, we tested various siRNAs, and antisense reagents and assessed their silencing efficiency and allele selectivity. We showed considerable allele discrimination by several SNP targeting siRNAs based on a weak G-G or G-U pairing with normal allele and strong G-C pairing with mutant allele at the site of RISC-induced cleavage. Among the CAG repeat targeting reagents the strongest allele discrimination is achieved by miRNA-like functioning reagents that bind to their targets and inhibit their translation without substantial target cleavage. Also, morpholino analog performs well in mutant and normal allele discrimination but its efficient delivery to cells at low effective concentration still remains a challenge. Conclusions Using three cellular models of polyQ diseases and the same experimental setup we directly compared the performance of different oligonucleotide-based treatment strategies that are currently under development. Based on the results obtained by us and others we discussed the advantages and drawbacks of these strategies considering them from several different perspectives. The strategy aimed at nonallele-selective inhibiting of causative gene expression by targeting specific sequence of the implicated gene is the easiest to implement but relevant benefits are still uncertain. The gene replacement strategy that

  9. Assembly of custom TALE-type DNA binding domains by modular cloning.

    Science.gov (United States)

    Morbitzer, Robert; Elsaesser, Janett; Hausner, Jens; Lahaye, Thomas

    2011-07-01

    Transcription activator-like effector (TALE) DNA binding proteins show tremendous potential as molecular tools for targeted binding to any desired DNA sequence. Their DNA binding domain consists of tandem arranged repeats, and due to this repetitive structure it is challenging to generate designer TALEs (dTALEs) with user-defined specificity. We present a cloning approach that facilitates the assembly of multiple repeat-encoding DNA fragments that translate into dTALEs with pre-defined DNA binding specificity. This method makes use of type IIS restriction enzymes in two sequential cut-ligase reactions to build dTALE repeat arrays. We employed this modular approach for generation of a dTALE that differentiates between two highly similar DNA sequences that are both targeted by the Xanthomonas TALE, AvrBs3. These data show that this modular assembly system allows rapid generation of highly specific TALE-type DNA binding domains that target binding sites of predefined length and sequence. This approach enables the rapid and flexible production of dTALEs for gene regulation and genome editing in routine and high-throughput applications.

  10. Do-it-yourself: construction of a custom cDNA macroarray platform with high sensitivity and linear range

    Directory of Open Access Journals (Sweden)

    Vander Beken Seppe

    2011-10-01

    Full Text Available Abstract Background Research involving gene expression profiling and clinical applications, such as diagnostics and prognostics, often require a DNA array platform that is flexibly customisable and cost-effective, but at the same time is highly sensitive and capable of accurately and reproducibly quantifying the transcriptional expression of a vast number of genes over the whole transcriptome dynamic range using low amounts of RNA sample. Hereto, a set of easy-to-implement practical optimisations to the design of cDNA-based nylon macroarrays as well as sample 33P-labeling, hybridisation protocols and phosphor screen image processing were analysed for macroarray performance. Results The here proposed custom macroarray platform had an absolute sensitivity as low as 50,000 transcripts and a linear range of over 5 log-orders. Its quality of identifying differentially expressed genes was at least comparable to commercially available microchips. Interestingly, the quantitative accuracy was found to correlate significantly with corresponding reversed transcriptase - quantitative PCR values, the gold standard gene expression measure (Pearson's correlation test p Conclusions Results presented here, demonstrate for the first time that self-made cDNA-based nylon macroarrays can produce highly reliable gene expression data with high sensitivity and covering the entire mammalian dynamic range of mRNA abundances. Starting off from minimal amounts of unamplified total RNA per sample, a reasonable amount of samples can be assayed simultaneously for the quantitative expression of hundreds of genes in an easily customisable and cost-effective manner.

  11. The Species and Origin of Shark Fins in Taiwan's Fishing Ports, Markets, and Customs Detention: A DNA Barcoding Analysis.

    Science.gov (United States)

    Chuang, Po-Shun; Hung, Tzu-Chiao; Chang, Hung-An; Huang, Chien-Kang; Shiao, Jen-Chieh

    2016-01-01

    The increasing consumption of shark products, along with the shark's fishing vulnerabilities, has led to the decrease in certain shark populations. In this study we used a DNA barcoding method to identify the species of shark landings at fishing ports, shark fin products in retail stores, and shark fins detained by Taiwan customs. In total we identified 23, 24, and 14 species from 231 fishing landings, 316 fin products, and 113 detained shark fins, respectively. All the three sample sources were dominated by Prionace glauca, which accounted for more than 30% of the collected samples. Over 60% of the species identified in the fin products also appeared in the port landings, suggesting the domestic-dominance of shark fin products in Taiwan. However, international trade also contributes a certain proportion of the fin product markets, as four species identified from the shark fin products are not found in Taiwan's waters, and some domestic-available species were also found in the customs-detained sample. In addition to the species identification, we also found geographical differentiation in the cox1 gene of the common thresher sharks (Alopias vulpinus), the pelagic thresher shark (A. pelagicus), the smooth hammerhead shark (Sphyrna zygaena), and the scalloped hammerhead shark (S. lewini). This result might allow fishing authorities to more effectively trace the origins as well as enforce the management and conservation of these sharks.

  12. The Species and Origin of Shark Fins in Taiwan's Fishing Ports, Markets, and Customs Detention: A DNA Barcoding Analysis.

    Directory of Open Access Journals (Sweden)

    Po-Shun Chuang

    Full Text Available The increasing consumption of shark products, along with the shark's fishing vulnerabilities, has led to the decrease in certain shark populations. In this study we used a DNA barcoding method to identify the species of shark landings at fishing ports, shark fin products in retail stores, and shark fins detained by Taiwan customs. In total we identified 23, 24, and 14 species from 231 fishing landings, 316 fin products, and 113 detained shark fins, respectively. All the three sample sources were dominated by Prionace glauca, which accounted for more than 30% of the collected samples. Over 60% of the species identified in the fin products also appeared in the port landings, suggesting the domestic-dominance of shark fin products in Taiwan. However, international trade also contributes a certain proportion of the fin product markets, as four species identified from the shark fin products are not found in Taiwan's waters, and some domestic-available species were also found in the customs-detained sample. In addition to the species identification, we also found geographical differentiation in the cox1 gene of the common thresher sharks (Alopias vulpinus, the pelagic thresher shark (A. pelagicus, the smooth hammerhead shark (Sphyrna zygaena, and the scalloped hammerhead shark (S. lewini. This result might allow fishing authorities to more effectively trace the origins as well as enforce the management and conservation of these sharks.

  13. GABPα Binding to Overlapping ETS and CRE DNA Motifs Is Enhanced by CREB1: Custom DNA Microarrays.

    Science.gov (United States)

    He, Ximiao; Syed, Khund Sayeed; Tillo, Desiree; Mann, Ishminder; Weirauch, Matthew T; Vinson, Charles

    2015-07-16

    To achieve proper spatiotemporal control of gene expression, transcription factors cooperatively assemble onto specific DNA sequences. The ETS domain protein monomer of GABPα and the B-ZIP domain protein dimer of CREB1 cooperatively bind DNA only when the ETS ((C)/GCGGAA GT: ) and CRE ( GT: GACGTCAC) motifs overlap precisely, producing the ETS↔CRE motif ((C)/GCGGAA GT: GACGTCAC). We designed a Protein Binding Microarray (PBM) with 60-bp DNAs containing four identical sectors, each with 177,440 features that explore the cooperative interactions between GABPα and CREB1 upon binding the ETS↔CRE motif. The DNA sequences include all 15-mers of the form (C)/GCGGA--CG-, the ETS↔CRE motif, and all single nucleotide polymorphisms (SNPs), and occurrences in the human and mouse genomes. CREB1 enhanced GABPα binding to the canonical ETS↔CRE motif CCGGAAGT two-fold, and up to 23-fold for several SNPs at the beginning and end of the ETS motif, which is suggestive of two separate and distinct allosteric mechanisms of cooperative binding. We show that the ETS-CRE array data can be used to identify regions likely cooperatively bound by GABPα and CREB1 in vivo, and demonstrate their ability to identify human genetic variants that might inhibit cooperative binding. Copyright © 2015 He et al.

  14. Custom Array Comparative Genomic Hybridization: the Importance of DNA Quality, an Expert Eye, and Variant Validation

    Directory of Open Access Journals (Sweden)

    Francesca Lantieri

    2017-03-01

    Full Text Available The presence of false positive and false negative results in the Array Comparative Genomic Hybridization (aCGH design is poorly addressed in literature reports. We took advantage of a custom aCGH recently carried out to analyze its design performance, the use of several Agilent aberrations detection algorithms, and the presence of false results. Our study provides a confirmation that the high density design does not generate more noise than standard designs and, might reach a good resolution. We noticed a not negligible presence of false negative and false positive results in the imbalances call performed by the Agilent software. The Aberration Detection Method 2 (ADM-2 algorithm with a threshold of 6 performed quite well, and the array design proved to be reliable, provided that some additional filters are applied, such as considering only intervals with average absolute log2ratio above 0.3. We also propose an additional filter that takes into account the proportion of probes with log2ratio exceeding suggestive values for gain or loss. In addition, the quality of samples was confirmed to be a crucial parameter. Finally, this work raises the importance of evaluating the samples profiles by eye and the necessity of validating the imbalances detected.

  15. 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.

  16. 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...

  17. 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....

  18. 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...

  19. The Species and Origin of Shark Fins in Taiwan’s Fishing Ports, Markets, and Customs Detention: A DNA Barcoding Analysis

    Science.gov (United States)

    Chuang, Po-Shun; Hung, Tzu-Chiao; Chang, Hung-An; Huang, Chien-Kang; Shiao, Jen-Chieh

    2016-01-01

    The increasing consumption of shark products, along with the shark’s fishing vulnerabilities, has led to the decrease in certain shark populations. In this study we used a DNA barcoding method to identify the species of shark landings at fishing ports, shark fin products in retail stores, and shark fins detained by Taiwan customs. In total we identified 23, 24, and 14 species from 231 fishing landings, 316 fin products, and 113 detained shark fins, respectively. All the three sample sources were dominated by Prionace glauca, which accounted for more than 30% of the collected samples. Over 60% of the species identified in the fin products also appeared in the port landings, suggesting the domestic-dominance of shark fin products in Taiwan. However, international trade also contributes a certain proportion of the fin product markets, as four species identified from the shark fin products are not found in Taiwan’s waters, and some domestic-available species were also found in the customs-detained sample. In addition to the species identification, we also found geographical differentiation in the cox1 gene of the common thresher sharks (Alopias vulpinus), the pelagic thresher shark (A. pelagicus), the smooth hammerhead shark (Sphyrna zygaena), and the scalloped hammerhead shark (S. lewini). This result might allow fishing authorities to more effectively trace the origins as well as enforce the management and conservation of these sharks. PMID:26799827

  20. 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.

  1. 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.

  2. Development of a custom-designed, pan genomic DNA microarray to characterize strain-level diversity among Cronobacter spp.

    Directory of Open Access Journals (Sweden)

    Ben Davies Tall

    2015-04-01

    Full Text Available Cronobacter species cause infections in all age groups; however neonates are at highest risk and remain the most susceptible age group for life-threatening invasive disease. The genus contains seven species: C. sakazakii, C. malonaticus, C. turicensis C. muytjensii, C. dublinensis, C. universalis, and C. condimenti. Despite an abundance of published genomes of these species, genomics-based epidemiology of the genus is not well established. The gene content of a diverse group of 126 unique Cronobacter and taxonomically-related isolates was determined using a pan genomic-based DNA microarray as a genotyping tool and as a means to identify outbreak isolates for food safety, environmental, and clinical surveillance purposes. The microarray constitutes 19,287 independent genes representing 15 Cronobacter genomes and 18 plasmids and 2,371 virulence factor genes of phylogenetically-related Gram-negative bacteria. The Cronobacter microarray was able to distinguish the seven Cronobacter species from one another and from non-Cronobacter species; and within each species, strains grouped into distinct clusters based on their genomic diversity. These results also support the phylogenic divergence of the genus and clearly highlight the genomic diversity among each member of the genus. The current study establishes a powerful platform for further genomics research of this diverse genus, an important prerequisite towards the development of future countermeasures against this foodborne pathogen in the food safety and clinical arenas.

  3. 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.

  4. 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.

  5. 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...

  6. 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

  7. 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....

  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. Genotrim, a DNA-customized nutrigenomic product, targets genetic factors of obesity: hypothesizing a dopamine-glucose correlation demonstrating reward deficiency syndrome (RDS).

    Science.gov (United States)

    Blum, Kenneth; Chen, Thomas J H; Meshkin, Brian; Downs, B William; Gordon, Cory A; Blum, Seth; Mangucci, Julie F; Braverman, Eric R; Arcuri, Vanessa; Deutsch, Roger; Pons, Manuel-Martinez-

    2007-01-01

    Obesity is the second largest cause of preventable death in the United States. Historically, obesity was considered a behavioral problem that could be simply addressed with behavioral modifications in diet and exercise. As scientific advancements have demonstrated in other neurological healthcare conditions such as alcoholism, there are important biological and genetic components that limit the efficacy of behavioral adjustments alone. In light of data suggesting frequent co-morbidities to obesity, including diabetes mellitus, atherosclerosis, osteoporosis, and potentially others, we hypothesize that the biologic and genetic factors, synergistically with behavioral modifications, must be addressed to adequately treat this disease. We hypothesize that one such genetic factor that influences behavior and thus obesity is a predisposition to glucose craving and the overall effect of dopaminergic activity in the reward center of the brain. This defect drives individuals to engage in activities of behavioral excess, which will increase brain dopamine function, for which we have created the term reward deficiency syndrome (RDS) to categorize such biological influences on behavior. Consuming large quantities of alcohol or carbohydrates (carbohydrate bingeing) stimulates the brain's production of and utilization of dopamine. So too does the intake of crack/cocaine and the abuse of nicotine. We are proposing that a novel approach to nutritional supplementation may be required to target the RDS role in obesity. In this regard, Genotrim, a DNA based customized nutraceutical has been designed and is currently under investigation in several clinical studies. This is the first hypothesis paper whereby this new paradigm shift in thinking about obesity is presented.

  12. 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

  13. Cleavable DNA-protein hybrid molecular beacon: A novel efficient signal translator for sensitive fluorescence anisotropy bioassay.

    Science.gov (United States)

    Hu, Pan; Yang, Bin

    2016-01-15

    Due to its unique features such as high sensitivity, homogeneous format, and independence on fluorescent intensity, fluorescence anisotropy (FA) assay has become a hotspot of study in oligonucleotide-based bioassays. However, until now most FA probes require carefully customized structure designs, and thus are neither generalizable for different sensing systems nor effective to obtain sufficient signal response. To address this issue, a cleavable DNA-protein hybrid molecular beacon was successfully engineered for signal amplified FA bioassay, via combining the unique stable structure of molecular beacon and the large molecular mass of streptavidin. Compared with single DNA strand probe or conventional molecular beacon, the DNA-protein hybrid molecular beacon exhibited a much higher FA value, which was potential to obtain high signal-background ratio in sensing process. As proof-of-principle, this novel DNA-protein hybrid molecular beacon was further applied for FA bioassay using DNAzyme-Pb(2+) as a model sensing system. This FA assay approach could selectively detect as low as 0.5nM Pb(2+) in buffer solution, and also be successful for real samples analysis with good recovery values. Compatible with most of oligonucleotide probes' designs and enzyme-based signal amplification strategies, the molecular beacon can serve as a novel signal translator to expand the application prospect of FA technology in various bioassays.

  14. 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

  15. 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

  16. 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

  17. Analysis of baseline and cisplatin-inducible gene expression in Fanconi anemia cells using oligonucleotide-based microarrays

    Directory of Open Access Journals (Sweden)

    Liu Johnson M

    2002-11-01

    Full Text Available Abstract Background Patients with Fanconi anemia (FA suffer from multiple defects, most notably of the hematological compartment (bone marrow failure, and susceptibility to cancer. Cells from FA patients show increased spontaneous chromosomal damage, which is aggravated by exposure to low concentrations of DNA cross-linking agents such as mitomycin C or cisplatin. Five of the identified FA proteins form a nuclear core complex. However, the molecular function of these proteins remains obscure. Methods Oligonucleotide microarrays were used to compare the expression of approximately 12,000 genes from FA cells with matched controls. Expression profiles were studied in lymphoblastoid cell lines derived from three different FA patients, one from the FA-A and two from the FA-C complementation groups. The isogenic control cell lines were obtained by either transfecting the cells with vectors expressing the complementing cDNAs or by using a spontaneous revertant cell line derived from the same patient. In addition, we analyzed expression profiles from two cell line couples at several time points after a 1-hour pulse treatment with a discriminating dose of cisplatin. Results Analysis of the expression profiles showed differences in expression of a number of genes, many of which have unknown function or are difficult to relate to the FA defect. However, from a selected number of proteins involved in cell cycle regulation, DNA repair and chromatin structure, Western blot analysis showed that p21waf1/Cip1 was significantly upregulated after low dose cisplatin treatment in FA cells specifically (as well as being expressed at elevated levels in untreated FA cells. Conclusions The observed increase in expression of p21waf1/Cip1 after treatment of FA cells with crosslinkers suggests that the sustained elevated levels of p21waf1/Cip1 in untreated FA cells detected by Western blot analysis likely reflect increased spontaneous damage in these cells.

  18. 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...

  19. 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...

  20. 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)

  1. 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...

  2. 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

  3. 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.

  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. 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...

  6. 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...

  7. Oligo-DNA custom macroarray for monitoring major pathogenic and non-pathogenic fungi and bacteria in the phyllosphere of apple trees.

    Directory of Open Access Journals (Sweden)

    Ying-Hong He

    Full Text Available BACKGROUND: To monitor the richness in microbial inhabitants in the phyllosphere of apple trees cultivated under various cultural and environmental conditions, we developed an oligo-DNA macroarray for major pathogenic and non-pathogenic fungi and bacteria inhabiting the phyllosphere of apple trees. METHODS AND FINDINGS: First, we isolated culturable fungi and bacteria from apple orchards by an agar-plate culture method, and detected 32 fungal and 34 bacterial species. Alternaria, Aureobasidium, Cladosporium, Rhodotorula, Cystofilobasidium, and Epicoccum genera were predominant among the fungi, and Bacillus, Pseudomonas, Sphingomonas, Methylobacterium, and Pantoea genera were predominant among the bacteria. Based on the data, we selected 29 major non-pathogenic and 12 phytopathogenic fungi and bacteria as the targets of macroarray. Forty-one species-specific 40-base pair long oligo-DNA sequences were selected from the nucleotide sequences of rDNA-internal transcribed spacer region for fungi and 16S rDNA for bacteria. The oligo-DNAs were fixed on nylon membrane and hybridized with digoxigenin-labeled cRNA probes prepared for each species. All arrays except those for Alternaria, Bacillus, and their related species, were specifically hybridized. The array was sensitive enough to detect 10(3 CFU for Aureobasidium pullulans and Bacillus cereus. Nucleotide sequencing of 100 each of independent fungal rDNA-ITS and bacterial 16S-rDNA sequences from apple tree was in agreement with the macroarray data obtained using the same sample. Finally, we analyzed the richness in the microbial inhabitants in the samples collected from apple trees in four orchards. Major apple pathogens that cause scab, Alternaria blotch, and Marssonina blotch were detected along with several non-phytopathogenic fungal and bacterial inhabitants. CONCLUSIONS: The macroarray technique presented here is a strong tool to monitor the major microbial species and the community structures in

  8. 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...

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

    OpenAIRE

    Lee, Linda

    2016-01-01

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

  10. 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.

  11. 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...

  12. Mass Customization Measurements Metrics

    DEFF Research Database (Denmark)

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

    2014-01-01

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

  13. 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...

  14. 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.

  15. 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.

  16. 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...

  17. DNA

    Science.gov (United States)

    Stent, Gunther S.

    1970-01-01

    This history for molecular genetics and its explanation of DNA begins with an analysis of the Golden Jubilee essay papers, 1955. The paper ends stating that the higher nervous system is the one major frontier of biological inquiry which still offers some romance of research. (Author/VW)

  18. The case for customer loyalty.

    Science.gov (United States)

    Sturm, Arthur C

    2004-09-01

    How does customer loyalty grow? Through good customer experiences. Yet some organizations seem to genuinely fail to understand that they can keep or lose a customer in the proverbial blink of an eye. And in this era of increasing customer demands across all industries, it's important that healthcare financial managers understand the correlation between customer loyalty and customer experience.

  19. How Customers Choose Hotels

    OpenAIRE

    Hera Oktadiana; Andhika Kurnia

    2011-01-01

    In the advancement of hospitality industry, thus it is important for hotel sales and marketing to understand the customer behavior in order to create effective marketing. Factors that influence customer behavior as individuality consist of personal and interpersonal factors. Personal factors include the needs, wants, motivation, perception, learning, personality, lifestyle, and self-concept. Meanwhile, interpersonal factors come from culture and sub-culture, group references, customers throug...

  20. Customer relationships marketing

    OpenAIRE

    Đorđević Bojan

    2005-01-01

    Market economy terms impose on modern companies the need to change their business relationships to customers. In this way has the term "customer relationship marketing", known as CRM, come into use. Customers are the most valuable asset of a company, and the wisdom and essence of CRM can be presented in two words - profitable and long-term. Modern customer is an individual. They are smart, informed, have great expectations and want only the best, and they can change their supplier by one clic...

  1. Focusing on customer service.

    Science.gov (United States)

    1996-01-01

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

  2. New customer services

    DEFF Research Database (Denmark)

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

    2011-01-01

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

  3. 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

  4. Managing customer service.

    Science.gov (United States)

    Paget, Zoe

    2015-02-28

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

  5. Analytics for Customer Engagement

    NARCIS (Netherlands)

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

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

  6. British Sign Name Customs

    Science.gov (United States)

    Day, Linda; Sutton-Spence, Rachel

    2010-01-01

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

  7. English Idioms and Customs

    Institute of Scientific and Technical Information of China (English)

    张小乔

    2015-01-01

    Customs is a kind of social phenomenon. They are not the product of individuals but that of the collective in the society,which are affected by politics, economy, religion, literary art and so on and then affect those things in reverse. English idioms aregreatly influenced by English customs.

  8. REGIONAL CUSTOMS DIRECTORATES MANAGEMENT

    Directory of Open Access Journals (Sweden)

    CABA STEFAN

    2009-05-01

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

  9. Managing Global Customers

    NARCIS (Netherlands)

    G.S. Yip (George)

    2009-01-01

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

  10. Customer Relationship Management.

    Science.gov (United States)

    Fayerman, Michael

    2002-01-01

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

  11. Customs Modernization Handbook

    OpenAIRE

    De Wulf, Luc; Sokol, José B.

    2005-01-01

    This handbook aims to make a positive contribution to the efforts that many countries are undertaking to modernize their customs administrations. The handbook views a competent and well-organized customs service as one that successfully balances its various responsibilities to ensure a high level of compliance with revenue objectives and regulatory requirements while at the same time inter...

  12. Managing Global Customers

    NARCIS (Netherlands)

    G.S. Yip (George)

    2009-01-01

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

  13. Customer Relationship Management.

    Science.gov (United States)

    Fayerman, Michael

    2002-01-01

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

  14. Keeping Your Customers Satisfied.

    Science.gov (United States)

    Maurer, Mary E.

    1996-01-01

    Notes that because child care is a customer-service business with many of the same requirements as any retail business, it is important that providers communicate clearly, help their customers (especially parents), and understand their needs. Offers suggestions for meeting parents' needs and making them feel like active participants in their…

  15. Customer relationships marketing

    Directory of Open Access Journals (Sweden)

    Đorđević Bojan

    2005-01-01

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

  16. CUSTOMER LOYALTY THEORETICAL ASPECTS

    Directory of Open Access Journals (Sweden)

    Margarita IŠORAITĖ

    2016-08-01

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

  17. How Customers Choose Hotels

    Directory of Open Access Journals (Sweden)

    Hera Oktadiana

    2011-05-01

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

  18. 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.

  19. 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...

  20. 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...

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

    OpenAIRE

    Romppanen, Maiju; Kellgren, Cecilia; Moradi, Ladan

    2007-01-01

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

  2. RFM customer profitability analysis

    Directory of Open Access Journals (Sweden)

    Marinković Veljko

    2008-01-01

    Full Text Available Measuring the customer profitability is a very important activity for each and every modern marketing oriented firm. By identifying profitable customer segments, the efficiency and the effectiveness of the marketing strategies can be significantly improved. One of the best-known methods for identifying the most valuable customers is the RFM method. The application of this method is particularly important in the decision-making process related to justification of the application of the various direct marketing strategies, and especially when the introduction of the new product into the market is the key issue.

  3. 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.

  4. Customer Communication Document

    Science.gov (United States)

    2009-01-01

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

  5. Bank Customers Management System

    Directory of Open Access Journals (Sweden)

    Ebubeogu Amarachukwu Felix

    2015-08-01

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

  6. Research on Manchu customs

    Institute of Scientific and Technical Information of China (English)

    赵昕

    2013-01-01

    As a minority in china, Manchu developed a rich colorful and splendid culture. It is worthwhile studying on its fairy tales, funeral rituals, marriage conventions, sacrificial practices, child-birth and raising customs as well as taboos.

  7. Large Customers (DR Sellers)

    Energy Technology Data Exchange (ETDEWEB)

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

    2011-10-25

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

  8. Arkitektur & Mass customization

    DEFF Research Database (Denmark)

    Ryborg Jørgensen, Thomas

    2007-01-01

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

  9. ASD Customer Satisfaction Survey

    Data.gov (United States)

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

  10. 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...

  11. 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...

  12. 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...

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

    Directory of Open Access Journals (Sweden)

    Senić Radoslav

    2013-01-01

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

  14. The customer has escaped.

    Science.gov (United States)

    Nunes, Paul F; Cespedes, Frank V

    2003-11-01

    Every company makes choices about the channels it will use to go to market. Traditionally, the decision to sell through a discount superstore or a pricey boutique, for instance, was guided by customer demographics. A company would identify a target segment of buyers and go with the channel that could deliver them. It was a fair assumption that certain customer types were held captive by certain channels--if not from cradle to grave, then at least from initial consideration to purchase. The problem, the authors say, is that today's customers have become unfettered. As their channel options have proliferated, they've come to recognize that different channels serve their needs better at different points in the buying process. The result is "value poaching." For example, certain channels hope to use higher margin sales to cover the cost of providing expensive high-touch services. Potential customers use these channels to do research, then leap to a cheaper channel when it's time to buy. Customers now hunt for bargains more aggressively; they've become more sophisticated about how companies market to them; and they are better equipped with information and technology to make advantageous decisions. What does this mean for your go-to-market strategy? The authors urge companies to make a fundamental shift in mind-set toward designing for buyer behaviors, not customer segments. A company should design pathways across channels to help its customers get what they need at each stage of the buying process--through one channel or another. Customers are not mindful of channel boundaries--and you shouldn't be either. Instead, they are mindful of the value of individual components in your channels--and you should be, too.

  15. Customer relationship marketing

    OpenAIRE

    Sæter, Jan Øyvind

    2006-01-01

    Customer relationship marketing has become an interesting choice of strategy for companies in today’s competitive markets. Different positioning strategies like price and product quality are easy to imitate, eluding the importance of sustainable competitive advantage. The customers need to be attracted and bonded towards the store through relationships. The paper discusses several factors affecting relationship marketing and the advantages with this strategy. Through the the...

  16. CUSTOMER RELATIONSHIP MANAGEMENT

    OpenAIRE

    Ioan Bordean; Alina Raileanu

    2008-01-01

    In order to maintain in a market economy with the competition becoming increasingly tough, with consumer preferences and demands more sophisticated and diverse, a company must manage in the best possible way the relations with the existing and potential customers to know their preferences, attitudes, purchasing behaviour, motivations, in order to attract the proper clients for their company products. These goals may be achieved by implementing a strategy called “Customer Relationship Manageme...

  17. 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...

  18. Customer satisfaction measurement

    Directory of Open Access Journals (Sweden)

    Maričić Branko R.

    2012-01-01

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

  19. Customer Innovation Process Leadership

    DEFF Research Database (Denmark)

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

    2007-01-01

    Innovation leadership has traditionally been focused on leading the companies' product development fast, cost effectively and with an optimal performance driven by technological inventions or by customers´ needs. To improve the efficiency of the product development process focus has been on diffe......Innovation leadership has traditionally been focused on leading the companies' product development fast, cost effectively and with an optimal performance driven by technological inventions or by customers´ needs. To improve the efficiency of the product development process focus has been...... to handle shorter and faster product life cycles. Continuously changing customer needs are pushing companies' competence of continuous innovation to a maximum - but still this seems not to be enough to stay competitive on the global market and reach the goals of growth. This article therefore suggests...... 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...

  20. 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...

  1. Customer Satisfaction in Internal Customer Service : Case: Abloy Oy Internal Customer Service

    OpenAIRE

    Turunen, Susanna

    2011-01-01

    ABSTRACT Turunen, Susanna Marita 2011. Customer Satisfaction in Internal Customer Service. Case: Abloy Oy Internal Customer Service. Master’s thesis. Kemi-Tornio University of Applied Sciences. Business and Culture. Pages 73. Appendix 1. This thesis discusses and studies service quality and customer satisfaction in internal customer service. The main objective is to find out what the service quality level in the internal customer service at Abloy Oy is and whether there exists a diffe...

  2. Customer Satisfaction in Internal Customer Service : Case: Abloy Oy Internal Customer Service

    OpenAIRE

    Turunen, Susanna

    2011-01-01

    ABSTRACT Turunen, Susanna Marita 2011. Customer Satisfaction in Internal Customer Service. Case: Abloy Oy Internal Customer Service. Master’s thesis. Kemi-Tornio University of Applied Sciences. Business and Culture. Pages 73. Appendix 1. This thesis discusses and studies service quality and customer satisfaction in internal customer service. The main objective is to find out what the service quality level in the internal customer service at Abloy Oy is and whether there exists a diffe...

  3. Customer Engagement as a New Perspective in Customer Management

    NARCIS (Netherlands)

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

    2010-01-01

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

  4. Customer Engagement as a New Perspective in Customer Management

    NARCIS (Netherlands)

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

    2010-01-01

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

  5. 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

  6. Customer satisfaction toward TrueMove customer service

    OpenAIRE

    Raja Abbas, Haider; Koobgrabe, Chokaew; Chutima, Punyanuch

    2008-01-01

    Title: Customer Satisfaction toward TrueMove Customer Service Problem Statement: How are TrueMove customers satisfied with the customer service provided at TrueMove shops in Bangkok? Purpose: To evaluate “whether” and “how” TrueMove customers are satisfied or dissatisfied with the customer service provided at TrueMove shops in the Bangkok region with the help of evaluation of service quality by customers of the shop. Theory and Methods: The research bases mainly on quantitative method; that i...

  7. Smart customers, dumb companies.

    Science.gov (United States)

    Locke, C

    2000-01-01

    Customers today are being bombarded with an overwhelming array of choices. To alleviate customer frustration, say Steven Cristol and Peter Sealey in Simplicity Marketing, companies should stop creating new brands and product extensions. Better to consolidate product and service functions by following a four R approach: replace, repackage, reposition, and replenish. That's an outmoded, dictatorial view of markets, says Christopher Locke. Far from being stymied by choices, customers are rapidly becoming smarter than the companies that pretend to serve them. In this networked economy, people are talking among themselves, and that changes everything. Locke predicts we'll see a growing number of well-defined micromarkets--groups of customers converging in real time around entertaining and knowledgeable voices--such as NPR's car guys and the Motley Fool investment site. "Micromedia" Web sites will replace traditional advertising because they'll provide credible user-supplied news about products and services. Locke contends that an open exchange of information solves the "problem" of choice much better than manipulative strategies like simplicity or even permission marketing. Companies can participate in micromarkets through what Locke dubs "gonzo marketing." If Ford, for example, discovers that a subset of its employees are organic gardeners, it may offer support to a big independent organic-gardening Web site with donations and employee volunteers. This marketing effort would be driven not by advertising managers but by people with genuine interest in each micromarket, so it would have credibility with customers. With gonzo marketing, both companies and their markets will benefit.

  8. Emotional Satisfaction of Customer Contacts

    NARCIS (Netherlands)

    Güngör, Hüseyin

    2007-01-01

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

  9. Emotional Satisfaction of Customer Contacts

    NARCIS (Netherlands)

    Güngör, Hüseyin

    2007-01-01

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

  10. Emotional Satisfaction of Customer Contacts

    NARCIS (Netherlands)

    Güngör, Hüseyin

    2007-01-01

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

  11. Consumer Preferences for Mass Customization

    NARCIS (Netherlands)

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

    2004-01-01

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

  12. Consumer Preferences for Mass Customization

    NARCIS (Netherlands)

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

    2004-01-01

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

  13. Encounters with immigrant customers

    DEFF Research Database (Denmark)

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

    2013-01-01

    OBJECTIVES: To explore the challenges that Danish community pharmacy staff encounter when serving non-Western immigrant customers. Special attention was paid to similarities and differences between the perceptions of pharmacists and pharmacy assistants. METHODS: A questionnaire was distributed...... to one pharmacist and one pharmacy assistant employed at each of the 55 community pharmacies located in the five local councils in Denmark with the highest number of immigrant inhabitants. KEY FINDINGS: The total response rate was 76% (84/110). Most respondents found that the needs of immigrant customers...... companies. CONCLUSIONS: Community pharmacy staff report poorer quality in their encounters with immigrant customers, including sub-optimal counselling and frequent use of under-aged children as interpreters. Our study also reveals certain differences across personnel groups, which may be explained...

  14. Take Five for Customer Service

    OpenAIRE

    Laura J. Ax-Fultz; Barbara E. Eshbach; Evonne N. Loomis; Miller, Richard C.

    2016-01-01

    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 o...

  15. Customer Satisfaction in Hotel Services

    OpenAIRE

    Bizi Mubiri, Joleen

    2016-01-01

    The purpose of this thesis was to investigate how customer satisfaction enhances customer loyalty in hotels. Specifically, the thesis used Lake Kivu Serena Hotel as a case study. Customer retention is achieved by involving customers in improving the quality of services offered by a hotel. Moreover, customers feel appreciated when they realize that the hotel is committed to improving their experience. Qualitative and quantitative methods of research were used to collect the data for the re-...

  16. Fresh perspectives on customer experience

    OpenAIRE

    McColl-Kennedy, Janet; Gustafsson, Anders; Jaakkola, Elina; Klaus, Phil; Radnor, Zoe; Perks, Helen; Friman, Margareta

    2015-01-01

    Purpose – The purpose is to provide directions for future research on: (1) broadening the role of customers in customer experience; (2) taking a practice-based approach to customer experience; and (3) recognizing the holistic, dynamic nature of customer experience across all touch points and over time. Design/methodology/approach – The approach is conceptual identifying current gaps in research on customer experience. Findings – The findings include a set of research questions and re...

  17. 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...

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

    NARCIS (Netherlands)

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

    2009-01-01

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

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

    NARCIS (Netherlands)

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

    2007-01-01

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

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

    Science.gov (United States)

    Binsar Kristian P., Feliks Anggia; Panjaitan, Hotman

    2014-01-01

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

  1. Making Product Customization Profitable

    DEFF Research Database (Denmark)

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

    2010-01-01

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

  2. How to strengthen customer loyalty, using customer segmentation?

    Directory of Open Access Journals (Sweden)

    MELNIC Elena Lidia

    2017-01-01

    Full Text Available Do you provide exceptional customer service?”, “Is the customer service in your company extraordinary?” “How to convert satis fied customers into loyal customers?” - are the most frequent questions of today’s managers and have driven the research on this article to getting the answer to a highly important marketing topic “How to strengthen customer loyalty using customer segmentation?”. Anyone who has bought a product or a service has probably suffered at least once from a company’s apparent indifference to what should be its first concern: the customer experiences. If this is the case, the company is in a wrong direction, since loyalty is the most powerful tool in today competitive market. To strengthen the bonds with these high-profit customers, innovative companies are deploying enterprise-wide strategies built on consumer segmentation.

  3. Assesment of customer relationship development

    Directory of Open Access Journals (Sweden)

    Dagmar Lesáková

    2011-01-01

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

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

    NARCIS (Netherlands)

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

    2015-01-01

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

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

    NARCIS (Netherlands)

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

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

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

    NARCIS (Netherlands)

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

    2015-01-01

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

  7. Customer Engagement as a New Perspective in Customer Management

    NARCIS (Netherlands)

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

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

  8. Managing Customer Participation and Customer Interactions in Service Delivery: the Case of Museums and Educational Services

    National Research Council Canada - National Science Library

    Marlene Amorim; Maria João Rosa; Sandra Santos

    2014-01-01

      Background and Purpose - In this study we investigate determinants of customers' quality perceptions in service processes which involve customer participation and customer to customer interaction (CCI...

  9. EOSDIS Customer Support Challenges

    Science.gov (United States)

    Moses, J. F.; Boquist, C. L.

    2006-05-01

    The Earth Observation System Data and Information System (EOSDIS) is a large, complex data system currently supporting over 18 operational NASA satellite missions including the flagship EOS missions: Terra, Aqua, and Aura. The observations collected by these missions are kept at geographically distributed data centers. EOSDIS manages over four petabytes of data accessed by over 200,000 distinct users last year. The data centers distributed more than 37 million Earth science data products during 2005 to a diverse customer community. An important goal for these data centers is to provide an adequate service at a uniform level for the user community to ensure we get the most benefit from our investment in space resources. This paper discusses the challenges, the ways the data centers coordinate among themselves to provide service, and recent results of measuring customer satisfaction with this service.

  10. Profiling the Mobile Customer

    DEFF Research Database (Denmark)

    Jessen, Pernille Wegener; King, Nancy J.

    2010-01-01

    Mobile customers are increasingly being tracked and profiled by behavioural advertisers to enhance delivery of personalized advertising. This type of profiling relies on automated processes that mine databases containing personally-identifying or anonymous consumer data, and it raises a host...... of significant concerns about privacy and data protection. This second article in a two part series on "Profiling the Mobile Customer" explores how to best protect consumers' privacy and personal data through available mechanisms that include industry self-regulation, privacy-enhancing technologies...... and legislative reform. 1 It discusses how well privacy and personal data concerns related to consumer profiling are addressed by two leading industry self-regulatory codes from the UK and the U.S. that aim to establish fair information practices for behavioural advertising by their member companies. It also...

  11. Profiling the Mobile Customer

    DEFF Research Database (Denmark)

    Jessen, Pernille Wegener; King, Nancy J.

    2010-01-01

    of significant concerns about privacy and data protection. This second article in a two part series on "Profiling the Mobile Customer" explores how to best protect consumers' privacy and personal data through available mechanisms that include industry self-regulation, privacy-enhancing technologies......Mobile customers are increasingly being tracked and profiled by behavioural advertisers to enhance delivery of personalized advertising. This type of profiling relies on automated processes that mine databases containing personally-identifying or anonymous consumer data, and it raises a host...... discusses the current limitations of using technology to protect consumers from privacy abuses related to profiling. Concluding that industry self-regulation and available privacy-enhancing technologies will not be adequate to close important privacy gaps related to consumer profiling without legislative...

  12. Customer Integration during Innovation Development

    DEFF Research Database (Denmark)

    Pedrosa, Alex

    2012-01-01

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

  13. Customer Satisfaction Survey for Raumacell

    OpenAIRE

    Haapala, Henri

    2017-01-01

    This bachelor’s thesis was conducted as a customer satisfaction survey for UPM RaumaCell. The aim and purpose of the project was to find the current customer satisfaction level of UPM RaumaCell. Theoretical part of the thesis was gathered from different types of business literature and some statistical literature was also used. Customer satisfaction was defined as a term and its importance was researched as was how to measure it. Customer satisfaction surveys were thoroughly explained and...

  14. Customer Complaint Behaviour in Service

    OpenAIRE

    Tronvoll, Bård

    2008-01-01

    It is vital for every service provider to get feedback from its customers. This is especially important when a customer has perceived an unfavourable service experience. One way to receive feedback from these customers is to encourage and make it easy for them to complain. Scholarly knowledge about complaint behaviour gives the service provider valuable insight about service problems and how to improve e.g. service offerings, service processes and interactions, to increase customer satisfacti...

  15. A DNA-based system for selecting and displaying the combined result of two input variables

    DEFF Research Database (Denmark)

    Liu, Huajie; Wang, Jianbang; Song, S

    2015-01-01

    Oligonucleotide-based technologies for biosensing or bio-regulation produce huge amounts of rich high-dimensional information. There is a consequent need for flexible means to combine diverse pieces of such information to form useful derivative outputs, and to display those immediately. Here we...... demonstrate this capability in a DNA-based system that takes two input numbers, represented in DNA strands, and returns the result of their multiplication, writing this as a number in a display. Unlike a conventional calculator, this system operates by selecting the result from a library of solutions rather...

  16. Reforming Customs Clearance in Pakistan

    OpenAIRE

    Ahmad, Manzoor

    2010-01-01

    Simple, fast, transparent customs clearance procedures encourage trade-and the resulting tariffs and related taxes raise government revenue and stimulate economic development. After outsourcing failed to make customs more efficient or increase revenue, in 2002 Pakistan began pursuing a modern single window system for customs clearance. In 2005 the system was introduced at the port of Karac...

  17. The art of customer service.

    Science.gov (United States)

    Williams, Jeni

    2007-10-01

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

  18. Energizing Companies through Customer Compliments

    OpenAIRE

    Kipfelsberger, Petra; Bruch, Heike; Herhausen, Dennis

    2015-01-01

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

  19. UNDERSTANDING CUSTOMERS - PROFILING AND SEGMENTATION

    Directory of Open Access Journals (Sweden)

    Mircea Andrei SCRIDON

    2008-01-01

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

  20. 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...

  1. Customer interruption cost and results

    Energy Technology Data Exchange (ETDEWEB)

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

    1997-12-31

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

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

    NARCIS (Netherlands)

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

    2009-01-01

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

  3. Who's your best customer?

    Science.gov (United States)

    MacStravic, S

    1998-01-01

    Conventional wisdom holds that the best customers and prospects for managed care are the healthiest consumers. This is true only because of the meager extent to which premiums can be adjusted for varying risk among individuals. If a decent health/risk adjustment system were used, the best consumers for managed care to go after would be the highest-risk, highest users of health care, provided only that risk and use can be improved. The healthiest consumers have both the least potential for improvement and the least reasons for loyalty.

  4. Making Product Customization Profitable

    DEFF Research Database (Denmark)

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

    2010-01-01

    The main result presented in this paper is the Framework for Product Family Master Plan. This framework supports the identification of a product architecture for companies that customize products and services. The framework has five coherent aspects, the market, product assortment, supply-production......, organization and work processes. One of the unique results is that these aspects are linked, which make it possible to make explicit recommendations for an architecture (the way a product family should be structured with clear interfaces), architecture elements and consequences. By means of a case study...

  5. 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.

  6. Challenges and opportunities in multichannel customer management

    NARCIS (Netherlands)

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

    2006-01-01

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

  7. Challenges and opportunities in multichannel customer management

    NARCIS (Netherlands)

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

    2006-01-01

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

  8. Challenges and opportunities in multichannel customer management

    NARCIS (Netherlands)

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

    2006-01-01

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

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

    DEFF Research Database (Denmark)

    Eskildsen, Jacob Kjær; Kristensen, Kai

    2008-01-01

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

  10. Reviewing customer value literature: Comparing and contrasting customer values perspectives

    OpenAIRE

    Aija Paananen; Marko Seppänen

    2013-01-01

    Purpose: The paper provides a comprehensive and up-to-date literature review of customer value concepts and distinguishes complex customer value from the various perspectives. It structures the themes and dimensions between the various approaches along the customer value main lines in the literature. Design/methodology/approach: The paper reviews current literature and illustrates different types of value representations through a case example. Findings: Based on a comprehensive literature re...

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

    OpenAIRE

    Mark, T.; Niraj, R.; Dawar, N.

    2007-01-01

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

  12. Knowledge Management in Customer Integration: A Customer Input Management System

    OpenAIRE

    Füller, Kathrin; Abud, Elias; Böhm, Markus; Krcmar, Helmut

    2016-01-01

    Customers can take an active role in the innovation process and provide their input (e.g., ideas, idea evaluations, or complaints) to the different phases of the innovation process. However, the management of a huge amount of unstructured customer input poses a challenge for companies. Existing software solutions focus on the early stages of idea management, and neglect the interoperability of tools, sharing, and reuse of customer inputs across innovation cycles and departments. Following the...

  13. Customer care in the NHS.

    Science.gov (United States)

    Ruddick, Fred

    2015-01-20

    Viewing individuals in need of NHS care as customers has the potential to refocus the way their care is delivered. This article highlights some of the benefits of reframing the nurse-patient relationship in terms of customer care, and draws parallels between good customer care and the provision of high quality patient care in the NHS. It explores lessons to be learned from those who have studied the customer experience, which can be adapted to enhance the customer care experience within the health service. Developing professional expertise in the knowledge and skills that underpin good-quality interpersonal encounters is essential to improve the customer experience in health care and should be prioritised alongside the development of more technical skills. Creating a culture where emotional intelligence, caring and compassion are essential requirements for all nursing staff will improve patient satisfaction.

  14. Customer Loyalty in Internet Banking

    Directory of Open Access Journals (Sweden)

    Y. Aysha Fathima

    2015-06-01

    Full Text Available In the era of challenges and cut throat competition in banking sector it has become inevitable for the banks to devise defensive strategies to retain their customers and build customer loyalty. The main aim of this study is to examine the factors affecting customer loyalty in online banks. To achieve this purpose, a detailed review of relevant literature was made and seven constructs were identified for the study. A survey was conducted and data was collected with a structured questionnaire. Pre analysis data screening was done to ensure that the study is fit for further statistical analysis. Multiple regression analysis was performed to investigate the relationship of constructs on customer loyalty. Results of the analysis identified customer satisfaction; bank’s reputation trust and habit were having significant influence on customer loyalty. Among the four factors, reputation of the bank and its corporate image is found to be more influential. Based on the findings, the implications and suggestions are made.

  15. 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.

  16. 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.

  17. 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.

  18. 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.

  19. Customer Touch Point Histories

    DEFF Research Database (Denmark)

    Beckmann, Suzanne C.; Haurum, Helle

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

  20. What Customer Orders Really Cost

    OpenAIRE

    Campbell, Robert J.; Larry J. Rankin

    1998-01-01

    Manufacturing companies facing significant pricing competition need customer cost informations systems (CCISs) that reliably measure the resource costs of serving individual customers. Prices are often set by the market and competition, particularly from foreign imports, and severely restricts marketingÕs ability to adjust prices to cover costs. It is important that marketing personnel have access to accurate product and customer cost information. With such information, marketing personnel ca...

  1. Customizing Prices in Online Markets

    OpenAIRE

    Reinartz, Werner

    2002-01-01

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

  2. Waiting Lines and Customer Satisfaction

    OpenAIRE

    Sridhar, M. S.

    2001-01-01

    The paper points out certain quantitative methods largely ignored by library service providers, highlights the importance of customer participation in service delivery process, examines the concepts service quality and customer satisfaction, emphasizes the need for appropriately handling waiting lines in service organisations, presents briefly the theory of waiting lines (queuing theory), psychology of customers in waiting lines with illustrations from library situations, discusses ways and m...

  3. Mass Customizing IT Service Agreements

    OpenAIRE

    Brocke, Henrik Finn; Uebernickel, Falk; Brenner, Walter

    2010-01-01

    IT service providers shall achieve both cost reduction in their IT operations and customer individuality in service agreements. This article suggests adapting the well known principle of mass customization to balance individuality and standardization in service agreements. Dependent on the commitment modularity type, its employment may not only save time and resources at the point of customer involvement but also allow the pre-engineering of repeatable processes of provisioning and IT operati...

  4. Managing customer-centric information

    OpenAIRE

    Fellenz, Martin; BRADY, MAIREAD

    2010-01-01

    PUBLISHED Hershey, PA Despite many years of business-orientated information and communication technology (ICT) deployment, contemporary organisations continue to struggle with customer-centric implementation of new technologies that are profitable and contribute to sustainable service business success. This chapter reviews the difficulties inherent in using ICTs to manage customer-related information, and identifies the particular challenges for customer-centric deployment of ICTs. It p...

  5. A compass for customer needs.

    Science.gov (United States)

    Hines, J D; Murray, M

    1998-02-01

    Baldor Electric uses a tool it calls the value formula to help teach its employees to look at their work through the eyes of the customer. In fact, the goal of the value improvement process is to focus everyone on customer value, and the employees, by going through five training courses, learn how improving quality and service and reducing cost and time lead to higher value for the customer.

  6. Antibody activation using DNA-based logic gates.

    Science.gov (United States)

    Janssen, Brian M G; van Rosmalen, Martijn; van Beek, Lotte; Merkx, Maarten

    2015-02-16

    Oligonucleotide-based molecular circuits offer the exciting possibility to introduce autonomous signal processing in biomedicine, synthetic biology, and molecular diagnostics. Here we introduce bivalent peptide-DNA conjugates as generic, noncovalent, and easily applicable molecular locks that allow the control of antibody activity using toehold-mediated strand displacement reactions. Employing yeast as a cellular model system, reversible control of antibody targeting is demonstrated with low nM concentrations of peptide-DNA locks and oligonucleotide displacer strands. Introduction of two different toehold strands on the peptide-DNA lock allowed signal integration of two different inputs, yielding logic OR- and AND-gates. The range of molecular inputs could be further extended to protein-based triggers by using protein-binding aptamers. © 2015 WILEY-VCH Verlag GmbH & Co. KGaA, Weinheim.

  7. Electrochemical uranyl cation biosensor with DNA oligonucleotides as receptor layer.

    Science.gov (United States)

    Jarczewska, Marta; Ziółkowski, Robert; Górski, Łukasz; Malinowska, Elżbieta

    2014-04-01

    The present study aims at the further development of the uranyl oligonucleotide-based voltammetric biosensor, which takes advantage of strong interaction between UO2(2+) and phosphate DNA backbone. Herein we report the optimization of working parameters of previously elaborated electrochemical DNA biosensor. It is shown that the sensor sensitivity is highly dependent on the oligonucleotide probe length and the incubation time of sensor in a sample solution. Consequently, the highest sensitivity was obtained for 10-nucleotide sequence and 60 min incubation time. The lower detection limit towards uranyl cation for developed biosensor was 30 nM. The influence of mixed monolayers and the possibility of developing a non-calibration device were also investigated. The selectivity of the proposed biosensor was significantly improved via elimination of adenine nucleobases from the DNA probe. Moreover, the regeneration procedure was elaborated and tested to prolong the use of the same biosensor for 4 subsequent determinations of UO2(2+).

  8. Customer service and practice profitability.

    Science.gov (United States)

    Levin, Roger P

    2004-06-01

    Customer service, one of the major dental practice business systems, is critical to your short- and long-term success. The world will keep changing, but customer service is not a fad that can go out of style. If anything, it becomes even more important, year after year, as your customers expect more service and better treatment. Your goal is to provide extensive customer service, with 100% of patients enjoying a great experience every single time they interact with your practice. The "Wow" experience helps your practice grow. You want your patients to become your friends. Why? Because friends refer friends. When your patients become your friends, higher profitability is the inevitable result.

  9. Sustainability Evaluation of Mass Customization

    DEFF Research Database (Denmark)

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

    2013-01-01

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

  10. Human RECQ5β, a protein with DNA helicase and strand-annealing activities in a single polypeptide

    OpenAIRE

    Garcia, Patrick L.; Liu, Yilun; Jiricny, Josef; West, Stephen C.; Janscak, Pavel

    2004-01-01

    Proteins belonging to the highly conserved RecQ helicase family are essential for the maintenance of genomic stability. Here, we describe the biochemical properties of the human RECQ5β protein. Like BLM and WRN, RECQ5β is an ATP-dependent 3′–5′ DNA helicase that can promote migration of Holliday junctions. However, RECQ5β required the single-stranded DNA-binding protein RPA in order to mediate the efficient unwinding of oligonucleotide-based substrates. Surprisingly, we found that RECQ5β poss...

  11. Customer requirements based ERP customization using AHP technique

    NARCIS (Netherlands)

    Parthasarathy, S.; Daneva, Maya

    2014-01-01

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

  12. Customer requirements based ERP customization using AHP technique

    NARCIS (Netherlands)

    Parthasarathy, S.; Daneva, Maia

    2014-01-01

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

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

    NARCIS (Netherlands)

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

    2010-01-01

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

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

    NARCIS (Netherlands)

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

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

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

    NARCIS (Netherlands)

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

    2010-01-01

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

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

    OpenAIRE

    Berrin Onaran; Zeki Atil Bulut,; Alparslan Ozmen

    2013-01-01

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

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

    OpenAIRE

    Berrin Onaran,; Zeki Atil Bulut,; Alparslan Ozmen

    2013-01-01

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

  18. Reviewing customer value literature: Comparing and contrasting customer values perspectives

    Directory of Open Access Journals (Sweden)

    Aija Paananen

    2013-09-01

    Full Text Available Purpose: The paper provides a comprehensive and up-to-date literature review of customer value concepts and distinguishes complex customer value from the various perspectives. It structures the themes and dimensions between the various approaches along the customer value main lines in the literature. Design/methodology/approach: The paper reviews current literature and illustrates different types of value representations through a case example. Findings: Based on a comprehensive literature review, a framework how to scholars can structure customer value constructs is presented. Originality/value: In business and management research a conceptual confusion prevails and this paper attempts to clarify different types of customer value to provide a better resolution tool for scholars.

  19. Linking customer satisfaction, quality, and strategic planning

    OpenAIRE

    Reis,Dayr; Peña,Leticia

    2000-01-01

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

  20. Customer satisfaction of an apartment hotel

    OpenAIRE

    Khyarginen, Margarita

    2015-01-01

    Customer satisfaction becomes the object of a research quite often, especially in business. If the company cares about its customers, it will put effort to know how satisfied they are with the services or products. Satisfied customers are loyal customers, who bring profit and other, new customers. Apartment Hotel Tampere MN, a new and developing company, is interested in keeping its customers satisfied. To expand and improve the services it is important for the hotel to measure customer s...

  1. Factors for Creating Online Customer Loyalty

    OpenAIRE

    Anamaria Baranov; Liliana-Aurora Constantinescu

    2012-01-01

    Only those companies which succeed in building lasting relationships with online customers are those who customers are confident in and transact online securely. Furthermore, successful companies are those who pay attention to customer satisfaction, who are trying to understand customer needs and expectations and to fulfill them properly. Only those online store managers that focus more on gaining customer loyalty, than to customer acquisition succeed in the online business medium. Customer l...

  2. Customer Service in Ontario's Colleges

    Science.gov (United States)

    Keith, John

    2005-01-01

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

  3. Flow Analysis of Code Customizations

    DEFF Research Database (Denmark)

    Hessellund, Anders; Sestoft, Peter

    2008-01-01

    Inconsistency between metadata and code customizations is a major concern in modern, configurable enterprise systems. The increasing reliance on metadata, in the form of XML files, and code customizations, in the form of Java files, has led to a hybrid development platform. The expected consisten...

  4. On measurement of customer satisfaction

    DEFF Research Database (Denmark)

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

    1992-01-01

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

  5. Customizing Curriculum with Digital Resources

    Science.gov (United States)

    Miller, Jeffrey

    2011-01-01

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

  6. 78 FR 41299 - Customs Brokers

    Science.gov (United States)

    2013-07-10

    ... From the Federal Register Online via the Government Publishing Office DEPARTMENT OF HOMELAND SECURITY U.S. Customs and Border Protection DEPARTMENT OF THE TREASURY 19 CFR Part 111 Customs Brokers CFR Correction In Title 19 of the Code of Federal Regulations, Parts 0 to 140, revised as of April 1, 2013,...

  7. 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.

  8. 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.

  9. 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.

  10. On measurement of customer satisfaction

    DEFF Research Database (Denmark)

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

    1992-01-01

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

  11. Customer Satisfaction with Public Libraries.

    Science.gov (United States)

    D'Elia, George; Rodger, Eleanor Jo

    1996-01-01

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

  12. Customer-driven Product Development

    DEFF Research Database (Denmark)

    Sommer, Anita Friis

    2011-01-01

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

  13. 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...

  14. Diversifying customer review rankings.

    Science.gov (United States)

    Krestel, Ralf; Dokoohaki, Nima

    2015-06-01

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

  15. Customer Appeasement Scheduling

    CERN Document Server

    Nikseresht, Mohammad R; Maheshwari, Anil

    2010-01-01

    Almost all of the current process scheduling algorithms which are used in modern operating systems (OS) have their roots in the classical scheduling paradigms which were developed during the 1970's. But modern computers have different types of software loads and user demands. We think it is important to run what the user wants at the current moment. A user can be a human, sitting in front of a desktop machine, or it can be another machine sending a request to a server through a network connection. We think that OS should become intelligent to distinguish between different processes and allocate resources, including CPU, to those processes which need them most. In this work, as a first step to make the OS aware of the current state of the system, we consider process dependencies and interprocess communications. We are developing a model, which considers the need to satisfy interactive users and other possible remote users or customers, by making scheduling decisions based on process dependencies and interproce...

  16. "Cap-and-Catch" Purification for Enhancing the Quality of Libraries of DNA Conjugates.

    Science.gov (United States)

    Franzini, Raphael M; Biendl, Stefan; Mikutis, Gediminas; Samain, Florent; Scheuermann, Jörg; Neri, Dario

    2015-07-13

    The potential of DNA-encoded combinatorial libraries (DECLs) as tools for hit discovery crucially relies on the availability of methods for their synthesis at acceptable purity and quality. Incomplete reactions in the presence of DNA can noticeably affect the purity of DECLs and methods to selectively remove unreacted oligonucleotide-based starting products would likely enhance the quality of DECL screening results. We describe an approach to selectively remove unreacted oligonucleotide starting products from reaction mixtures and demonstrate its applicability in the context of acylation of amino-modified DNA. Following an amide bond forming reaction, we treat unreacted amino-modified DNAs with biotinylating reagents and isolate the corresponding biotinylated oligonucleotides from the reaction mixture by affinity capture on streptavidin-coated sepharose. This approach, which yields the desired DNA-conjugate at enhanced purity, can be applied both to reactions performed in solution and to procedures in which DNA is immobilized on an anion exchange solid support.

  17. 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.

  18. Achieving excellence--creating customer passion.

    Science.gov (United States)

    Scheuing, E E

    1999-08-01

    Customers are the lifeblood of any organization. Without them, it loses its meaning and purpose. Customers provide incentive, vitality, and growth. Serving them well requires a customer-focused culture and a customer-friendly system. It also requires unrelenting effort toward continuous improvement, but the rewards are well worth the effort: unflinching customer loyalty, sustainable growth, and impressive performance.

  19. Customer Service: Another Side of TQM.

    Science.gov (United States)

    Sirkin, Arlene Farber

    1993-01-01

    Focuses on the customer satisfaction element of Total Quality Management (TQM) in libraries, including definition of the terms customer and customer satisfaction, determining customer expectations, complaint systems, keeping customers, and empowerment of staff. Appendices list approaches libraries and other organizations have used to improve…

  20. 19 CFR 19.34 - Customs supervision.

    Science.gov (United States)

    2010-04-01

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

  1. 19 CFR 101.7 - Customs seal.

    Science.gov (United States)

    2010-04-01

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

  2. 19 CFR 146.3 - Customs supervision.

    Science.gov (United States)

    2010-04-01

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

  3. Customer Service: Another Side of TQM.

    Science.gov (United States)

    Sirkin, Arlene Farber

    1993-01-01

    Focuses on the customer satisfaction element of Total Quality Management (TQM) in libraries, including definition of the terms customer and customer satisfaction, determining customer expectations, complaint systems, keeping customers, and empowerment of staff. Appendices list approaches libraries and other organizations have used to improve…

  4. The quest for customer focus.

    Science.gov (United States)

    Gulati, Ranjay; Oldroyd, James B

    2005-04-01

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

  5. 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.

  6. Customer Service: insourcing or outsourcing? An Analysis of Customer Satisfaction

    OpenAIRE

    Barbosa, Thaiis Aparecido Cansado; MINCIOTTI, Silvio Augusto

    2007-01-01

    Nowadays customers have a growing knowledge of their strong decision purchase power and Consumer protection laws are very active. Therefore, Customer Service (CS) is assuming an important position inside the enterprises. This article is an attempt to verify if outsourcing interferes on Call Center customers’ perceived quality. An exploratory research was carried out considering 184 interviewers and 55 enterprises indicated by themselves. All results were treated by Statistical analysis techni...

  7. 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.

  8. Customer Experience Management in Retailing

    OpenAIRE

    Kamaladevi B

    2009-01-01

    Survival of fittest & fastest is the mantra of today’s business game. To compete successfully in this business era, the retailer must focus on the customer’s buying experience. To manage a customer’s experience, retailers should understand what “customer experience” actually means. Customer Experience Management is a strategy that focuses the operations and processes of a business around the needs of the individual customer. It represents a strategy that results in a win–win value exchange be...

  9. Customer Experience Management in Retailing

    OpenAIRE

    Kamaladevi B

    2009-01-01

    Survival of fittest & fastest is the mantra of today’s business game. To compete successfully in this business era, the retailer must focus on the customer’s buying experience. To manage a customer’s experience, retailers should understand what “customer experience” actually means. Customer Experience Management is a strategy that focuses the operations and processes of a business around the needs of the individual customer. It represents a strategy that results in a win–win value exchange be...

  10. The Self-Leading Customer

    DEFF Research Database (Denmark)

    Sørensen, Kirsten Bonde

    2012-01-01

    This paper refers to a Ph.D. design research, conducted in a medium sized Danish bank. The research demonstrates a human-centred perspective and resulted in a radical new type of banking service represented in the MoneyWorkshop. The MoneyWorkshop helps customers uncover their dominant values...... and emotions and makes them increasingly aware of their preferred personal values related to money. Participation in this workshop made customers increasingly empowered and ‘self-leading’. People even changed their ‘money behaviour’ – now in accordance with their values. The paper explains the Money......-Leading Customer...

  11. Value disciplines: measuring customer preferences

    Directory of Open Access Journals (Sweden)

    Z. Dannhauser

    2001-01-01

    Full Text Available According to the World Competitiveness Report: 1999, South Africa ranks poorly in terms of delivering customer services (Garelli, 1999. In order to assist South African organisations to identify their customers' value preferences, three scales collectively called the Customer Preference Questionnaire (CPQ were developed. Opsomming Luidens die World Competitiveness Report: 1999 vaar Suid-Afrika swak ten opsigte van klientediens-lewering (Garelli, 1999. Om Suid-Afrikaanse organisasies te help met die identifisering van hulle kliente se waardevoorkeure, is drie skale wat gesamentlik die Klientevoorkeurvraelys (CPQ genoem word, ontwikkel.

  12. Clustering analysis of telecommunication customers

    Institute of Scientific and Technical Information of China (English)

    REN Hong; ZHENG Yan; WU Ye-rong

    2009-01-01

    In this article, a clustering method based on genetic algorithm (GA) for telecommunication customer subdivision is presented. First, the features of telecommunication customers (such as the calling behavior and consuming behavior) are extracted. Second, the similarities between the multidimensional feature vectors of telecommunication customers are computed and mapped as the distance between samples on a two-dimensional plane. Finally, the distances are adjusted to approximate the similarities gradually by GA. One advantage of this method is the independent distribution of the sample space. The experiments demonstrate the feasibility of the proposed method.

  13. Comparison of two methods for customer differentiation

    NARCIS (Netherlands)

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

    2014-01-01

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

  14. Custom Visualization without Real Programming

    DEFF Research Database (Denmark)

    Pantazos, Kostas

    Information Visualization tools have simplified visualization development. Some tools help simple users construct standard visualizations; others help programmers develop custom visualizations. This thesis contributes to the field of Information Visualization and End-User Development. The first...

  15. Fuzzy indicators for customer retention

    National Research Council Canada - National Science Library

    Valenzuela-Fernández, Leslier; Nicolas, Carolina; Gil-Lafuente, Jaime; Merigó, José M

    2016-01-01

    .... Nevertheless, one cannot ignore the existence of a gap on how to measure this relationship. Following this idea, this study proposes six fuzzy key performance indicators that aims to measure customer retention and loyalty of the portfolio...

  16. Customer satisfaction and complaint behaviour

    African Journals Online (AJOL)

    kirstam

    must in the eyes of the customer. This could be ... Coping refers to the psychological and behavioural efforts undertaken ... Tshwane region of Gauteng. ... been used successfully to measure consumers' expectations for and satisfaction/.

  17. Marketing management of customers loyalty

    National Research Council Canada - National Science Library

    M.N. Ivannikova

    2014-01-01

    .... The article considers the loyalty program as marketing tool, characterized by system approach and directed upon chosen customers target group loyalty forming with the aim to create and uphold long term relations...

  18. 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.

  19. Marketing management enhances customer relations.

    Science.gov (United States)

    Lazarus, I R; Petras, G J; Bradford, C

    1992-10-01

    The implementation of automated marketing management systems in hospitals across the United States can change dramatically the way in which a hospital builds business by managing relationships with prospective customers.

  20. Organisational Effectiveness and Customer Satisfaction

    National Research Council Canada - National Science Library

    Ambrož, Milan; Praprotnik, Martina

    2008-01-01

    This paper presents a test of the relationship between organizational culture as a crucial indicator of organizational effectiveness and customer satisfaction using service-unit data from two health resorts...

  1. Study on Customer Demands for Product Innovation

    Institute of Scientific and Technical Information of China (English)

    XIONG Zhiyong; YANG Mingzhong; LI Yibing; LI Jun

    2006-01-01

    In order to improve the satisfaction degree of customers' individual demands for products and reduce the risk of the product innovation, the characteristics of customer demands for product innovation are analyzed, and the type and content of customer demands are discussed. Then the framework of customer demands acquisition for product innovation is established. Finally, the prototype system of customer demands information acquisition and product customization for product innovation which takes mobile phone as the example is developed successfully.

  2. 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...

  3. Customer-centered brand management.

    Science.gov (United States)

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

    2004-09-01

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

  4. 47 CFR 32.4040 - Customers' deposits.

    Science.gov (United States)

    2010-10-01

    ... FOR TELECOMMUNICATIONS COMPANIES Instructions for Balance Sheet Accounts § 32.4040 Customers' deposits... for the payment for telecommunications service. (b) Advance payments made by prospective customers...

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

    National Research Council Canada - National Science Library

    Ambarwati, Ambarwati

    Attention on the relationship between customer retention, customer loyalty, and customer satisfaction that serves as "seed" of customer loyalty highlight the important factors for multichannel management...

  6. the customer at the final frontier of mass customization

    DEFF Research Database (Denmark)

    Svensson, Carsten; Jensen, Thomas

    2002-01-01

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

  7. The Customer at the Final Frontier of Mass Customization

    DEFF Research Database (Denmark)

    Svensson, Carsten

    2001-01-01

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

  8. The Customer at the Final Frontier of Mass Customization

    DEFF Research Database (Denmark)

    Svensson, Carsten

    2001-01-01

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

  9. Best Practices in Customs Procedures

    Directory of Open Access Journals (Sweden)

    Ioan Popa

    2015-08-01

    Full Text Available The paper presents the main aspects related to the modernisation process of the European Union customs legislation and identifies a series of benefits that arise from implementing the measures of the Modernised Community customs code. In this context, foreign trade companies must adapt their logistics strategies to the new customs system, a necessary condition in order to obtain competitive advantages. In an increasingly competitive global environment, best practices in the customs activity have a positive influence both on the international trade as well as on the consumer safety and protection. The results of implementing best practices are also found in rankings made by different institutions and international organisations regarding the competitiveness in logistics and ease in the development of foreign trade transactions. They mainly relate to reducing the time for the necessary clearance procedure and reducing the logistics costs by decreasing the number of physical and documentation checks, giving a priority treatment to consignments when they are selected for control, the possibility to choose the location for customs controls and less information to submit in summary declarations.

  10. The use of Prezi for customer journeys and customer service excellence

    OpenAIRE

    Morgan, JL

    2012-01-01

    As part of Leeds Metropolitan University Libraries and Learning Innovation’s (LLI) commitment to customer service and the revalidation of its Customer Service Excellence (CSE) award, we were looking for a new way to present the ‘customer journeys’ that customers take when using our services. Customer journeys are defined as ‘a method of identifying the key processes that the customer encounters when they interact with the organisation’ (Customer Service Excellence, 2012a.) We wanted to use th...

  11. 47 CFR 32.6623 - Customer services.

    Science.gov (United States)

    2010-10-01

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

  12. Online Banking Customers: Insights from Germany

    Directory of Open Access Journals (Sweden)

    Sven Christian Berger

    2007-04-01

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

  13. 7 CFR 1230.7 - Customs Service.

    Science.gov (United States)

    2010-01-01

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

  14. 7 CFR 1206.4 - Customs.

    Science.gov (United States)

    2010-01-01

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

  15. 27 CFR 27.185 - Customs release.

    Science.gov (United States)

    2010-04-01

    ... 27 Alcohol, Tobacco Products and Firearms 1 2010-04-01 2010-04-01 false Customs release. 27.185... Distilled Spirits From Customs Custody Free of Tax for Use of the United States § 27.185 Customs release. (a) Upon receipt of appropriate customs entry and a photocopy of a permit, Form 5150.33 or...

  16. 7 CFR 1219.6 - Customs.

    Science.gov (United States)

    2010-01-01

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

  17. 7 CFR 1221.7 - Customs.

    Science.gov (United States)

    2010-01-01

    ... 7 Agriculture 10 2010-01-01 2010-01-01 false Customs. 1221.7 Section 1221.7 Agriculture... INFORMATION ORDER Sorghum Promotion, Research, and Information Order Definitions § 1221.7 Customs. Customs means the U.S. Customs and Border Protection of the U.S. Department of Homeland Security....

  18. 7 CFR 1207.313 - Customs Service.

    Science.gov (United States)

    2010-01-01

    ... 7 Agriculture 10 2010-01-01 2010-01-01 false Customs Service. 1207.313 Section 1207.313... PLAN Potato Research and Promotion Plan Definitions § 1207.313 Customs Service. Customs Service means the United States Customs Service of the United States Department of the Treasury. National...

  19. 7 CFR 1260.129 - Customs Service.

    Science.gov (United States)

    2010-01-01

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

  20. 32 CFR 637.6 - Customs investigations.

    Science.gov (United States)

    2010-07-01

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

  1. 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.

  2. 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.

  3. Linking Customer Interaction and Innovation

    DEFF Research Database (Denmark)

    Foss, Nicolai Juul; Laursen, Keld; Pedersen, Torben

    2011-01-01

    The notion that firms can improve their innovativeness by tapping users and customers for knowledge has become prominent in innovation studies. Similar arguments have been made in the marketing literature. We argue that neither literatures take sufficient account of firm organization. Specifically......, firms that attempt to leverage user and customer knowledge in the context of innovation must design an internal organization appropriate to support it. This can be achieved in particular through the use of new organizational practices, notably, intensive vertical and lateral communication, rewarding...... employees for sharing and acquiring knowledge, and high levels of delegation of decision rights. In this paper, six hypotheses were developed and tested on a data set of 169 Danish firms drawn from a 2001 survey of the 1,000 largest firms in Denmark. A key result is that the link from customer knowledge...

  4. The silent customers: measuring customer satisfaction in nursing homes.

    Science.gov (United States)

    Kleinsorge, I K; Koenig, H F

    1991-12-01

    Nursing home administrators concerned with customer satisfaction and quality of care need a tool to assess and monitor ongoing satisfaction of nursing home residents and family members. The authors report a preliminary effort to develop such a survey using focus groups.

  5. Antecedents of Customer Relationship Termination

    DEFF Research Database (Denmark)

    Geersbro, Jens; Ritter, Thomas

    To end business relationships, or to more actively terminate relationships, has long been acknowledged as part of customer relationship management. However, compared to other elements such as initiation and maintenance of relationships, little is known about the termination of business...... relationships as a managerial task. This paper contributes by (1) developing a conceptualization of relationship termination competence and (2) analyzing its antecedents. The empirical results identify termination acceptance, definition non-customers, organizational relationship termination routines......, and motivation as significant antecedents. Because of this, managers need to develop their organizations in order to use relationship termination as a vital strategy....

  6. Take control of customizing Leopard

    CERN Document Server

    Neuburg, Matt

    2009-01-01

    Come up to speed quickly on Leopard's new features! So, what's new in Leopard? What's all the fuss about? This book shows you, through a hands-on guided tour of the adjustments, tweaks, and customizations you can make in the System and the Finder. Apple boasts of 300 new features in Leopard, but to make the most of those features, turn to Matt Neuburg for a road map on how to customize Leopard so it's right for you. Matt shows you how to protect your data with Time Machine, including instructions for searching through previous files with Spotlight. You'll also learn how to peek at files with

  7. 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...

  8. 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...

  9. Study on Customer Demands for Product Innovation

    Institute of Scientific and Technical Information of China (English)

    XIONG Zhiyong; YANG Mingzhong; LI Yibing; LI Jun

    2006-01-01

    In order to improve the satisfaction degree of customers' individual demands on products and reduce the risk of the product innovation, the characteristics of customer demands for product innovation are analyzed, and their type and content are discussed. Then the framework of customer demands acquisition for product innovation is established. Finally, the prototype system of customer demands information acquisition and product customization for product innovation which takes mobile phone as the example is developed successfully.

  10. Measuring Air Force Contracting customer satisfaction

    OpenAIRE

    Davis, Jamie

    2015-01-01

    Approved for public release; distribution is unlimited This research gathers background information to identify which customer satisfaction elements should be included in a standardized tool that measures the level of customer satisfaction for AF Contracting’s external and internal customers. This research conducts a comprehensive literature review of the prominent customer satisfaction trends, while exploring the idiosyncrasies of customer satisfaction that are unique to AF Contracting. F...

  11. Employee and customer satisfaction in healthcare.

    Science.gov (United States)

    Jackson, Todd; Wood, Ben D

    2010-01-01

    There were multiple factors identified in a literature review that have a relationship to customer satisfaction, customer loyalty, employee satisfaction, and links between employee and customer satisfaction. Some of the factors identified were communication, wait times, perceived value, trust, dissatisfaction with management, changes in the workplace, vision,and fun at work. Managers must identify these topics to ensure customer satisfaction, customer loyalty,and employee satisfaction which will ultimately have a positive impact on their organizations.

  12. 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

  13. customer satsisfaction survey of omena hotel

    OpenAIRE

    Akinola, Ebenezer

    2013-01-01

    The bachelor’s thesis examines the importance of customer satisfaction via customers’ opinions. The objective of the thesis is to measure the level of satisfaction of Customers in Omena hotels in Helsinki region. The research exposes the expectation of customers that could assist the Omena hotels to upgrade their IT-enabled business operational services. The theory part of this thesis covers the concept of customer satisfaction, customer service and service quality dimensions. The empiri...

  14. Efficient Product Customization by Structure Synthesis

    OpenAIRE

    Maurer, M.;Rupp, T.;Lindemann, U.

    2017-01-01

    The presented approach describes a new strategy for creating product structures, which are suitable for further customer driven product customization – i.e. the customization can be carried out within less time and for lower costs. The required input data is knowledge on the interconnectivity between product components and knowledge of principal scopes of customization demands (e.g. which components or functions customers would like to individualize, which ones are unknown or hidden). By mean...

  15. Customer Surveillance: Consumer Attitudes and Management Strategies

    OpenAIRE

    Plangger, Kirk Anton

    2015-01-01

    Due to technological advances, customer surveillance (i.e., the collection, capture, use, or storage of customers’ personal data) is becoming less expensive and more covert. Brands use these personal data that contain needs, preferences, characteristics, behavior, attitudes, or other customer attributes (i.e., market intelligence) to develop more competitive products and services. Customer surveillance also can put stress on customer relationships with brands, thus brands must conduct custome...

  16. Comparison of two methods for customer differentiation

    OpenAIRE

    Gabor, Adriana; Guang, Yang; Axsäter, Sven

    2014-01-01

    textabstractIn response to customer specific time guarantee requirements, service providers can offer differentiated ser- vices. However, conventional customer differentiation methods often lead to high holding costs and may have some practical drawbacks. We compare two customer differentiation policies: stock reservation and pipeline stock priority for high priority customers. We derive exact analytical expressions of the waiting time distri- bution of both types of customers for a stock res...

  17. The four faces of mass customization.

    Science.gov (United States)

    Gilmore, J H; Pine, B J

    1997-01-01

    Virtually all executives today recognize the need to provide outstanding service to customers. Focusing on the customer, however, is both an imperative and a potential curse. In their desire to become customer driven, many companies have resorted to inventing new programs and procedures to meet every customer's request. But as customers and their needs grow increasingly diverse, such an approach has become a surefire way to add unnecessary cost and complexity to operations. Companies around the world have embraced mass customization in an attempt to avoid those pitfalls. Readily available information technology and flexible work processes permit them to customize goods or services for individual customers in high volumes at low cost. But many managers have discovered that mass customization itself can produce unnecessary cost and complexity. They are realizing that they did not examine thoroughly enough what kind of customization their customers would value before they plunged ahead. That is understandable. Until now, no framework has existed to help managers determine the type of customization they should pursue. James Gilmore and Joseph Pine provide managers with just such a framework. They have identified four distinct approaches to customization. When designing or redesigning a product, process, or business unit, managers should examine each approach for possible insights into how to serve their customers best. In some cases, a single approach will dominate the design. More often, however, managers will need a mix of some or all of the four approaches to serve their own particular set of customers.

  18. Customer Satisfaction and Customer Loyalty as Predictors of Future Business Potential

    DEFF Research Database (Denmark)

    Eskildsen, Jacob Kjær; Kristensen, Kai

    2007-01-01

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

  19. Customer Satisfaction and Customer Loyalty as Predictors of Future Business Potential

    DEFF Research Database (Denmark)

    Eskildsen, Jacob Kjær; Kristensen, Kai

    2007-01-01

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

  20. Comparing complete and partial classification for identifying customers at risk

    NARCIS (Netherlands)

    Bloemer, J.M.M.; Brijs, T.; Vanhoof, K.; Swinnen, S.P.

    2003-01-01

    This paper evaluates complete versus partial classification for the problem of identifying customers at risk. We define customers at risk as customers reporting overall satisfaction, but these customers also possess characteristics that are strongly associated with dissatisfied customers. This defin

  1. Custom Search Engines: Tools & Tips

    Science.gov (United States)

    Notess, Greg R.

    2008-01-01

    Few have the resources to build a Google or Yahoo! from scratch. Yet anyone can build a search engine based on a subset of the large search engines' databases. Use Google Custom Search Engine or Yahoo! Search Builder or any of the other similar programs to create a vertical search engine targeting sites of interest to users. The basic steps to…

  2. Traditional Han Chinese Marriage Customs

    Institute of Scientific and Technical Information of China (English)

    ZHANG; LI

    2016-01-01

    MARRIAGE is important to everyone.To the average family,marriage means producing children so that its blood lineage can continue down to the next generation.A grand and joyful wedding is an essential symbol of marriage,as from that moment on,a man and woman have promised to love each other and cleave together forever.Various customs

  3. Mass Customization of process plants

    DEFF Research Database (Denmark)

    Hvam, Lars

    2006-01-01

    This case study describes how F.L.Smidth A/S, a manufacturer of large processing plants for cement production, has applied the principles of mass customisation in the area of highly complex, custom engineered products. The company has based its sales process on a configuration system to achieve...

  4. Mass Customization and Performance Assessment

    DEFF Research Database (Denmark)

    Storbjerg, Simon Haahr; Brunø, Thomas Ditlev; Nielsen, Kjeld

    2014-01-01

    Mass customization (MC) has been introduced as the future of manufacturing, and great results have been proven. Recent research, however, documents a high failure rate for companies trying to adapt to MC as a business strategy. Making this transition is, as highlighted by several scholars...

  5. 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)

  6. 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

  7. 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)

  8. Digital Integration: Towards Mass Customization

    DEFF Research Database (Denmark)

    Schou, Finn

    “Mass production in lots of one” is a phrase coined by Oliver Morton in a seminal piece for The Economist (1994). In few words this sentence contains the essence (and schism) of true customization aiming at manufacturing the artifact for the mass. Emerging Nanotechnologies are said to enable...

  9. ENHANCING ORGANIZATIONAL EFFECTIVENESS THROUGH CUSTOMER ENGAGEMENT

    Directory of Open Access Journals (Sweden)

    Dr. Pankaj Gupta

    2012-01-01

    Full Text Available Customer satisfaction is “merely the entry point for achieving a deeper foundation that rests on total customer engagement,” by Benson Smith and Tony Rutigliano. Everyone aims to satisfy the customers: in fact, you and your competitors may have the same customer satisfaction ratings. What will set you apart from your competition and ensure the growth of your business is to satisfy yourcustomers to the point that you engage them. An engaged customer is the most valuable asset of any organization. Engaged customers assure a business of sustained and profitable growth. They are the first who will continue to repurchase your products, and the most likely to recommend you to other people. Your goal, therefore, isnot just to generate sales, but bring in loyal and engaged customers. So today, leveraging customer contributions is an important source of competitive advantage – whether through advertising, user generated product reviews, customer service FAQs, forums where consumers can socialize with one another or contribute to product development. This paper examines the concept of customer engagement, principles and process of customer engagement,engagement metrics to measure customer engagement, strategies for engaging with customers online, how engagement drives business success & recent trends in customer engagement.

  10. ROLE OF DEMANDING CUSTOMER: THE INFLUENCE OF UTILITARIAN AND HEDONIC VALUES ON LOYALTY CUSTOMER

    National Research Council Canada - National Science Library

    Purwanto; Kuswandi; Sunjoto

    2015-01-01

    This study aims to examine and analyze the influence of Utilitarian Value, Hedonic Value on Customer Satisfaction and Loyalty with Demanding Customers Moderation among customers of Modern Café in Surabaya...

  11. the customer at the final frontier of mass customization

    DEFF Research Database (Denmark)

    Svensson, Carsten; Jensen, Thomas

    2002-01-01

    Mass customisation is no longer new. A decade of industrial experience have shown how this business paradigm have been used – and abused. Like any other evolutionary process of a business paradigm, the exploitation of mass customisation may be expected to stabilise as it matures. In this article......, some of the factors influencing the use of this business paradigm are discussed and it is argued that the customer is the major limiting factor at the final frontier of mass customisation. Until recently mass customisation have mainly been turned towards the structural design of products, whereas...... this paper argues that there might be a need for an increased focus on the fulfilment of customer needs. As a result of this manufactures will have to hone the balance of trade-offs, as the paradigm of mass customisation becomes a commodity....

  12. Customer service in equine veterinary medicine.

    Science.gov (United States)

    Blach, Edward L

    2009-12-01

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

  13. Marketing research of organic agricultural products' customers

    Directory of Open Access Journals (Sweden)

    Salai Suzana

    2002-01-01

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

  14. Mastering Microsoft Forefront UAG 2010 Customization

    CERN Document Server

    Ben-Ari, Erez

    2012-01-01

    "Mastering Microsoft Forefront UAG 2010 Customization" is a hands-on guide with step-by-step instructions for enhancing the functionality of UAG through customization. Each topic details one key aspect of functionality and the operative mechanism behind it, and suggests functionality that can be achieved with customization, along with helpful code samples. Whether you are a seasoned UAG consultant, deployment and support engineer or a UAG customer, this book is for you. Consultants will be able to enhance the services you can provide for UAG customization, while the book helps customers to ach

  15. DEVELOPING WHAT CUSTOMERS REALLY NEED: INVOLVING CUSTOMERS IN INNOVATIONS

    OpenAIRE

    MARCEL E. A. WEBER; MATHIEU C. D. P. WEGGEMAN; JOAN E. VAN AKEN

    2012-01-01

    Involving users in new product design and development is in itself not a new phenomenon. Academic research on the subject, however, is relatively new. Since this new millennium research on user involvement in innovations has multiplied, exhibiting that firms who actively involve users in their innovation process can benefit from this initiative, even though literature also warns us for relying too much and too actively on the participation of customers in innovation. However, research is main...

  16. Customs Representation in Simplified Customs Procedures in Republic of Croatia

    Directory of Open Access Journals (Sweden)

    Čedomir Ivaković

    2005-07-01

    Full Text Available When introduced in 2000 the use of authorized consigneeand consignor status was not particularly popular among companies,despite its apparent advantages. The number of the statususers compared to the total number of exporters and importerswas almost negligible. The aim of this paper was to find outto which extent the simplified customs procedures have beenaccepted in Croatia through an objective outline of advantagesand disadvantages that the companies - users of the simplifiedprocedures face on a daily basis.

  17. Analyzing behavior in customer relationships accounting for customer-to-customer interactions

    NARCIS (Netherlands)

    Risselada, Hans

    2012-01-01

    Veel bedrijven houden zich tegenwoordig bezig met customer relationship management (CRM). Ze hebben ingezien dat klanten een waardevol bezit zijn en ook als zodanig behandeld dienen te worden. Een van de hoofddoelen van CRM is om waardevolle relaties met bestaande klanten op te bouwen. Bedrijven kun

  18. Analyzing behavior in customer relationships accounting for customer-to-customer interactions

    NARCIS (Netherlands)

    Risselada, Hans

    2012-01-01

    Veel bedrijven houden zich tegenwoordig bezig met customer relationship management (CRM). Ze hebben ingezien dat klanten een waardevol bezit zijn en ook als zodanig behandeld dienen te worden. Een van de hoofddoelen van CRM is om waardevolle relaties met bestaande klanten op te bouwen. Bedrijven kun

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

    Directory of Open Access Journals (Sweden)

    Weihua Liu

    2014-01-01

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

  20. Homologous PNA Hybridization to Noncanonical DNA G-Quadruplexes.

    Science.gov (United States)

    Kormuth, Karen A; Woolford, John L; Armitage, Bruce A

    2016-03-29

    Potential guanine (G) quadruplex-forming sequences (QFSs) found throughout the genomes and transcriptomes of organisms have emerged as biologically relevant structures. These G-quadruplexes represent novel opportunities for gene regulation at the DNA and RNA levels. Recently, the definition of functional QFSs has been expanding to include a variety of unconventional motifs, including relatively long loop sequences (i.e., >7 nucleotides) separating adjacent G-tracts. We have identified a QFS within the 25S rDNA gene from Saccharomyces cerevisae that features a long loop separating the two 3'-most G-tracts. An oligonucleotide based on this sequence, QFS3, folds into a stable G-quadruplex in vitro. We have studied the interaction between QFS3 and several loop mutants with a small, homologous (G-rich) peptide nucleic acid (PNA) oligomer that is designed to form a DNA/PNA heteroquadruplex. The PNA successfully invades the DNA quadruplex target to form a stable heteroquadruplex, but with surprisingly high PNA:DNA ratios based on surface plasmon resonance and mass spectrometric results. A model for high stoichiometry PNA-DNA heteroquadruplexes is proposed, and the implications for quadruplex targeting by G-rich PNA are discussed.

  1. Marketing management of customers loyalty

    Directory of Open Access Journals (Sweden)

    M.N. Ivannikova

    2014-09-01

    Full Text Available The aim of the article. The aim of the article is consideration of theoretical and methodical principles of development and practical application of customers’ loyalty programs which help to define the program choice criteria for a business. The results of the analysis. The article considers the loyalty program as marketing tool, characterized by system approach and directed upon chosen customers target group loyalty forming with the aim to create and uphold long term relations with. Theoretical regulations of the loyalty program stated in the article by the author are formed at the criterion basis of their classification (due to number of participants, essence of entering barriers and conditions; at the condition of customers encouragement; depending on the given advantage; depending on the target group character and types. Taking into consideration the above mentioned programs types, the author defines the appropriateness of their application for light industry goods customers. The author classifies the types of programs according to organizational and economic component and with respect to privileges levels of the chosen target group of customers. In the context of the given research work, the author considers theoretical, methodological and managerial fundamentals and implementation of loyalty program for light industry goods customers. We offer to fulfill the process loyalty program development in four stages (organizational and managerial, informational and methodological, financial and economical, controlling and correcting. Each of them holds corresponding components and consistent actions. To estimate the efficiency of loyalty program, the author suggests to using the following methods choosing only those which are corresponding to the parameters of customer loyalty and additional economic effect gaining. While researching and estimating the level of customer loyalty of a business, the author suggested the following issues, directed

  2. A Customized Finger Brachytherapy Carrier

    OpenAIRE

    Wadhwa, Supneet Singh; Duggal, Nidhi

    2013-01-01

    In recent years, radiation therapy has been used with increasing frequency in the management of neoplasms of the head and neck region. Brachytherapy is a method of radiation treatment in which sealed radioactive sources are used to deliver the dose a short distance by interstitial (direct insertion into tissue), intracavitary (placement within a cavity) or surface application (molds). Mold brachytherapy is radiation delivered via a custom-fabricated carriers, designed to provide a more consta...

  3. New Thoughts of Customer Value Study

    Science.gov (United States)

    Sun, Hong; Su, Zhuqing

    Customer value theory's discovery has established to take customer and even customer value as the center position for research of marketing, which is good progress of marketing theory. However, in the past researches for customer value emphasized customer perceived value, there was no good answer on which customers perceived with what scale. This paper states that customer perceived value is established in value transmission mechanism of its rear, which is based on the role of consumption values. With a market environment's change, and the strength of consumer's sovereignty consciousness, especially when personal consumption is identified and developed to become a mainstream consume culture in nowadays society, the role of the transmission is increasingly in evidence. Studies of consumeption values are to deepen customer value theory.

  4. EXPLORE SIGNIFICANT FACTORS TO AFFECT CUSTOMER INVOLVEMENT

    Directory of Open Access Journals (Sweden)

    Yu-Jia Hu

    2012-01-01

    Full Text Available Although literature review supported the concept that customer loyalty, brand equity and perceived risk are significant factors to affect customer involvement, very limited studies have extensively examined the relationship among those variables. This research applied quantitative study to comprehensively explore the relationship between customer loyalty, brand equity, perceived risk and customer involvement for consumers. The population for this research was identified as consumers having the shopping experience for digital camera. The findings supported the hypothesis that customer loyalty, brand equity and perceived risk have significant and positive relationship to customer involvement. The findings identified the predictors of customer loyalty, brand equity and perceived risk on the customer involvement and generated the recommendations for corporate operations and future scholar studies.

  5. Customer satisfaction in European food retailing

    DEFF Research Database (Denmark)

    Juhl, Hans Jørn; Kristensen, Kai; Østergaard, Peder

    2002-01-01

    Customer satisfaction and customer loyalty is becoming an increasingly important factor in modern retailing - a market characterized by slow growth and intense competition. Big non-European chains such as Walmart are already present in some countries and consider to buy some of the retail chains...... in other countries, e.g. in the Scandinavian countries. This development will demand even more focus on customer satisfaction and customer loyalty in order to stay in business and may also demand that existing actors on the market place form new coalitions. Promising new partners may be identified, partly...... based upon measures identifying how potential partners are perceived by the customers. Based on results from the European Customer Satisfaction study, a comparative analysis of customer satisfaction in Europe is conducted. Some specific Danish results are shown and the relationship between customer...

  6. Improving managed care value through customer service.

    Science.gov (United States)

    Tomczyk, Dennis J

    2002-06-01

    The ability of managed care providers to deliver high-quality customer service to managed care customers depends on their adoption of basic customer-service principles. To apply these principles effectively, providers need to understand and work to exceed the particular needs and expectations of these customers, which include boards of directors, senior executives, physicians, healthcare providers, clinical and patient financial services managers and staff, employers, brokers, and patients. Although these needs and expectations can be predicted to some extent, providers would be wise to implement regular surveys of customers and an open procedure for soliciting customer feedback about service issues. Better customer service for the broad range of managed care customers translates into higher levels of employer and patient satisfaction, which ultimately benefits providers.

  7. Fabricating customized hydrogel contact lens

    Science.gov (United States)

    Childs, Andre; Li, Hao; Lewittes, Daniella M.; Dong, Biqin; Liu, Wenzhong; Shu, Xiao; Sun, Cheng; Zhang, Hao F.

    2016-10-01

    Contact lenses are increasingly used in laboratories for in vivo animal retinal imaging and pre-clinical studies. The lens shapes often need modification to optimally fit corneas of individual test subjects. However, the choices from commercially available contact lenses are rather limited. Here, we report a flexible method to fabricate customized hydrogel contact lenses. We showed that the fabricated hydrogel is highly transparent, with refractive indices ranging from 1.42 to 1.45 in the spectra range from 400 nm to 800 nm. The Young’s modulus (1.47 MPa) and hydrophobicity (with a sessile drop contact angle of 40.5°) have also been characterized experimentally. Retinal imaging using optical coherence tomography in rats wearing our customized contact lenses has the quality comparable to the control case without the contact lens. Our method could significantly reduce the cost and the lead time for fabricating soft contact lenses with customized shapes, and benefit the laboratorial-used contact lenses in pre-clinical studies.

  8. Customized PEC modules. Final report

    Energy Technology Data Exchange (ETDEWEB)

    Soerensen, Martin B. (DTI, Taastrup (Denmark))

    2012-07-01

    The purpose of the project ''Customized PEC modules'' was to move from the production hand-made individual DSCs (dye-sensitized solar cells) in the laboratory to the production of DSC modules in a semi-automated process. At the same time allowing sufficient variation in the product's specification for real tailoring of the product to the application. The tailoring can be related to the module's electrical output and size, but also to the possibility of designing patterns for decoration or communication purposes by playing around with the shape, size and layout of the individual cells forming the module. This was to be accomplished mainly by screen printing of DSC components on glass substrates at Mekoprint. For reaching this goal the work was divided into a number of steps. The central part of the work done was in the initial conception activity and the following manufacturing activity. An activity regarding optimization included several tasks of optimization and adaptation of the existing laboratory process for manufacturing of the DSCs. Finally, work focused on international activities was done. All the steps needed for the production of customized DSC modules have been demonstrated in this project. In combination with the development of a high performing printable sealant and sealing method all the prerequisites for producing customized DSC modules have been demonstrated. (LN)

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

    Science.gov (United States)

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

    2012-09-01

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

  10. Integrated Multichannel Customer Service Plan For Stark

    OpenAIRE

    Oinasmaa, Roosa

    2016-01-01

    The main objective of this thesis was to introduce three compatible integrated customer service templates for Stark according to the needs and wants of the customer service department. These providers all offer integrated technological solutions for multichannel services. This was done in order to improve work efficiency and thus have a positive effect on the customer experience. The purpose of the thesis was to find out what tools and programs the customer service representatives and the hea...

  11. 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 ...

  12. Customers Purchasing Behavior : Famifarm Oy, Joroinen Finland

    OpenAIRE

    Shodeinde, Ebenezer

    2014-01-01

    The study is looking at customer side and responsiveness in buying Järvikylä range of products (let-tuce and herbs) in respect to easy recognition at shops. Most importantly, behavior of customers and prospective buyers in decision making process and motivating factors towards Järvikylä products. Finding customers’ reactions to the products and suggesting possible ways of satisfying customers and creating customer-based brand for Järvikylä brand. Theoretical data was collected from books,...

  13. Customer profitability analysis in a particular firm

    OpenAIRE

    Turková, Karolína

    2015-01-01

    The bachelor thesis entitled "Customer profitability analysis in a particular firm" deals with approaches which are possible to use in an enterprise practice when analyzing customer profitability. The theoretical part describes tools and methods of management accounting which are used to analyze the profitability of customers. The application part consists of appraisal of the firm's current system of analyzing customer profitability and proposal of a new system. In the conclusion some recomme...

  14. 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...

  15. Customers Purchasing Behavior : Famifarm Oy, Joroinen Finland

    OpenAIRE

    Shodeinde, Ebenezer

    2014-01-01

    The study is looking at customer side and responsiveness in buying Järvikylä range of products (let-tuce and herbs) in respect to easy recognition at shops. Most importantly, behavior of customers and prospective buyers in decision making process and motivating factors towards Järvikylä products. Finding customers’ reactions to the products and suggesting possible ways of satisfying customers and creating customer-based brand for Järvikylä brand. Theoretical data was collected from books,...

  16. 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 ...

  17. A Customer Ecosystem Perspective on Service

    OpenAIRE

    Voima, PÀivi; Heinonen, kristina; Strandvik, Tore; Mickelsson, Karl-Jacob; Arantola-Hattab, Leena Johanna

    2011-01-01

    This paper conceptualises customer ecosystems, which are defined as systems of actors related to the customer that are relevant concerning a specific service. Moving from provider-driven dyads and service systems to customer ecosystems, the paper uncovers multiple implications for service marketers regarding the definition of the customer, configurations of value units, scope of value formation, as well as relevant actor systems. The paper extends the perspective on service and suggests impli...

  18. Improving Customer Satisfaction: A People CMM Perspective

    Science.gov (United States)

    2010-10-11

    Work Environment Customer Relationship Management Program 19 Improving Customer Satisfaction: A People CMM Perspective P. Buttles, S. McGraw, D...Professional in 2009 and Customer Care Manager in July 2006. He has a bachelor of arts degree from the University of Pittsburgh and a bachelor of science...conferences throughout the United States and Europe. He has as a bachelor of science degree in management . 4 Improving Customer Satisfaction: A

  19. Performance Indicators in the Customer Relationship

    OpenAIRE

    Jeflea Victor

    2011-01-01

    In the early years of direct marketing, much of the growth in revenue took place through the acquisition of new customers. Today, however, markets are more saturated. New customers are gained mainly at the expense of competitors. This makes it more difficult and expensive to acquire new customers. To compensate, many companies are relying on their current customer base to generate the bulk of their profits. They are staying competitive by placing more emphasis on developing new products and s...

  20. Building Customer Value in Relationship Marketing

    OpenAIRE

    Slawomir Czarniewski

    2014-01-01

    In business, the customer as capital is not a new idea, but scientific literature has only recently begun to explore the topic in depth. Increasingly, studies are focusing on consumers as customers of enterprises. Attempts to measure the value of customers for the company have a short history and a single approach has not yet been worked out. On the basis of literature on the subject and practical approaches, this study presents several ways to measure the value of customers for the company. ...

  1. 19 CFR 24.14 - Salable Customs forms.

    Science.gov (United States)

    2010-04-01

    ... 19 Customs Duties 1 2010-04-01 2010-04-01 false Salable Customs forms. 24.14 Section 24.14 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY; DEPARTMENT OF THE TREASURY CUSTOMS FINANCIAL AND ACCOUNTING PROCEDURE § 24.14 Salable Customs forms. (a) Customs forms for sale...

  2. The Impact of Service Quality, Customer Satisfaction and Loyalty Programs on Customer`s Loyalty: An Evidence from Telecommunication Sector

    OpenAIRE

    Raja Irfan Sabir; Muhammad Irfan; Muhammad Arslan Sarwar; Binesh Sarwar; Naeem Akhtar

    2013-01-01

    All well reputed organizations know that the key to success lies in their customers. Hence in today’s world, the companies who do not provide value to their customers bring an opportunity for the competitors to jump in and steal these customers. Same rule applies in Telecommunication sector hence this research focuses on finding the impact of service quality, customer satisfaction and loyalty programs on customer’s loyalty in Telecommunication sector of Pakistan. All Telecom service provi...

  3. Preference clustering in customer satisfaction measurement

    DEFF Research Database (Denmark)

    Eskildsen, Jacob Kjær; Kristensen, Kai

    2006-01-01

    The scope of this paper is to analyze whether or not segments with different customer preferences and customer satisfaction can be identified. This analysis is based on customer satisfaction data from the Danish banking industry from the years 2004 and 2005. The analysis showed that the preference...

  4. Are women more loyal customers than men?

    NARCIS (Netherlands)

    S.M.J. van Osselaer (Stijn); V. Melnyk (Valentina); T.H.A. Bijmolt (Tammo)

    2010-01-01

    textabstractFor almost every company the retention of customers and the creation of customer loyalty is a huge driver of profits. If an organisation were able to increase customer retention by just 1%, such an improvement would have a significant impact on profitability.

  5. 27 CFR 44.227 - Customs procedure.

    Science.gov (United States)

    2010-04-01

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

  6. Mass Customization in the Electronics Industry

    DEFF Research Database (Denmark)

    Hvam, Lars

    2006-01-01

    production of standard components in the Far East, and order-based final assembly based on customer orders in various production sites around the world in close customer proximity. The results of applying mass customization principles include a reduction of the overall delivery time for a complete system...

  7. 12 CFR 368.5 - Customer information.

    Science.gov (United States)

    2010-01-01

    ... 12 Banks and Banking 4 2010-01-01 2010-01-01 false Customer information. 368.5 Section 368.5 Banks... GOVERNMENT SECURITIES SALES PRACTICES § 368.5 Customer information. Prior to the execution of a transaction... make reasonable efforts to obtain information concerning: (a) The customer's financial status; (b)...

  8. STRATEGI CUSTOMER RELATIONSHIP MARKETING TERHADAP LOYALITAS PELANGGAN

    Directory of Open Access Journals (Sweden)

    Sri Setyo Iriani

    2017-03-01

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

  9. Trends in Marketing: Customer Relationship Management.

    Science.gov (United States)

    Okula, Susan

    2000-01-01

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

  10. Administrative jurisdiction of customs of Ukraine

    OpenAIRE

    DOROSH M.M.

    2012-01-01

    The author describes the customs authorities as subjects of administrative jurisdiction, serving a variety of executive power. The customs authorities of Ukraine in nature play an important role in the law enforcement activities of the state. There is a constant struggle against customs violations.

  11. China Builds Its "Intelligent" Modern Customs

    Institute of Scientific and Technical Information of China (English)

    2004-01-01

    China General Administration of Customs (CAAC) has started to fully implement the second step of building the modem customs system. Relying on risk management system, it has realized an "intelligent" customs supervision system in practice.It is known that the annual number of import and export deals in China is over 100 mil-

  12. Trends in Marketing: Customer Relationship Management.

    Science.gov (United States)

    Okula, Susan

    2000-01-01

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

  13. Preference clustering in customer satisfaction measurement

    DEFF Research Database (Denmark)

    Eskildsen, Jacob Kjær; Kristensen, Kai

    2006-01-01

    The scope of this paper is to analyze whether or not segments with different customer preferences and customer satisfaction can be identified. This analysis is based on customer satisfaction data from the Danish banking industry from the years 2004 and 2005. The analysis showed that the preference...

  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. 48 CFR 11.203 - Customer satisfaction.

    Science.gov (United States)

    2010-10-01

    ... 48 Federal Acquisition Regulations System 1 2010-10-01 2010-10-01 false Customer satisfaction. 11... PLANNING DESCRIBING AGENCY NEEDS Using and Maintaining Requirements Documents 11.203 Customer satisfaction. Acquisition organizations shall communicate with customers to determine how well the requirements document...

  16. Risk of Misinforming and Message Customization in Customer Related Management

    Directory of Open Access Journals (Sweden)

    Dimitar Grozdanov Christozov

    2015-08-01

    Full Text Available This paper discusses applications of the measures of the risk of misinforming and the role of the warranty of misinforming in the context of the informing component of Customer Related Management (CRM issues. This study consists of two parts. Firstly, we propose an approach for customers’ grouping based on their attitude toward assessing product's properties and their expertise on the terminology/domain of the seller’s message describing the product. Also we discuss what the most appropriate personal/group warranty is for each of these group/clusters.

  17. 19 CFR 143.24 - Preparation of Customs Form 7501 and Customs Form 368 or 368A (serially numbered).

    Science.gov (United States)

    2010-04-01

    ... 19 Customs Duties 2 2010-04-01 2010-04-01 false Preparation of Customs Form 7501 and Customs Form 368 or 368A (serially numbered). 143.24 Section 143.24 Customs Duties U.S. CUSTOMS AND BORDER... Informal Entry § 143.24 Preparation of Customs Form 7501 and Customs Form 368 or 368A (serially...

  18. The Addition of Spiritual Dimension on Customer Value to Investigate the Relationship of Customer Value, Customer Satisfaction and Behavior Intention on Islamic Banks Saving Products in Indonesia

    Directory of Open Access Journals (Sweden)

    Adi Zakaria Afiff

    2009-06-01

    Full Text Available This study propose the addition of a spiritual dimension in the formation of customer value, in addition to the functional, social and emotional dimension of customer value that has already been empirically tested in previous studies, among customers who own saving products at Islamic banks in Indonesia. The study also investigate the relationship between customer value and customer satisfaction, and the relationship between customer satisfaction and customer behavioral intentions among these Islamic banks customers. The results show that spiritual dimension is significantly related to the customer value together with all three other dimensions (functional, social and emotional of customer value. All dimensions have significant relationship with customer value. Finally the results also show that customer value positively influence customer satisfaction, and customer satisfaction positively influence customer behavior intentions.

  19. Customer-to-customer interactions : Broadening the scope of word of mouth research

    NARCIS (Netherlands)

    Libai, B.; Bolton, R.; Bügel, M.S.; de Ruyter, K.; Götz, O.; Risselada, H.; Stephen, A.T.

    2010-01-01

    The increasing emphasis on understanding the antecedents and consequences of customer-to-customer (C2C) interactions is one of the essential developments of customer management in recent years. This interest is driven much by new online environments that enable customers to be connected in numerous

  20. Linking customer and financial metrics to shareholder value : The leverage effect in customer-based valuation

    NARCIS (Netherlands)

    Schulze, C.; Skiera, B.; Wiesel, T.

    2012-01-01

    Customers are the most important assets of most companies, such that customer equity has been used as a proxy for shareholder value. However, linking customer metrics to shareholder value without considering debt and non-operating assets ignores their effects on relative changes in customer equity a

  1. Linking customer and financial metrics to shareholder value : The leverage effect in customer-based valuation

    NARCIS (Netherlands)

    Schulze, C.; Skiera, B.; Wiesel, T.

    Customers are the most important assets of most companies, such that customer equity has been used as a proxy for shareholder value. However, linking customer metrics to shareholder value without considering debt and non-operating assets ignores their effects on relative changes in customer equity

  2. 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.

  3. IMPLEMENTASI RELATIONSHIP MARKETING UNTUK MENCIPTAKAN CUSTOMER SATISFACTION

    Directory of Open Access Journals (Sweden)

    Dinda Frismandiri

    2008-02-01

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

  4. THE EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT ON CUSTOMER LOYALTY AN EMPIRICAL STUDY AT BANKING

    Directory of Open Access Journals (Sweden)

    Fikret GÜMÜŞBUĞA

    2015-07-01

    Full Text Available This study mainly focuses on customer care management and customer loyalty. Even though there are many experiential studies about customer care management and customer loyalty system, the lack of studies on customers in Karabük and Safranbolu locally, has leaded to focus on this study. Thus, this study mainly focuses on the influence of customer care treatments of banks in Karabük and Safranbolu on customer loyalty. Descriptive research type was used in the study. In this study simple random sampling method was used which is one of the probability sampling method, face to face surwey to all 726 participants was used for the study. As the result of the experiential study, the attendance and influence of customer care management and loyalty systems have been comparatively low, but it has been figured out that customer care management system influences customer loyalty level.

  5. 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.

  6. 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.

  7. The Ssr protein (T1E_1405) from Pseudomonas putida DOT-T1E enables oligonucleotide-based recombineering in platform strain P. putida EM42

    DEFF Research Database (Denmark)

    Aparicio, Tomás; Ingemann Jensen, Sheila; Nielsen, Alex Toftgaard

    2016-01-01

    of reference strain KT2440) is still a time-consuming endeavor. In this work we have investigated the in vivo activity of the Ssr protein encoded by the open reading frame T1E_1405 from Pseudomonas putida DOT-T1E, a plausible functional homologue of the β protein of the Red recombination system of λ phage...... of Escherichia coli. A test based on the phenotypes of pyrF mutants of P. putida (the yeast’s URA3 ortholog) was developed for quantifying the ability of Ssr to promote invasion of the genomic DNA replication fork by synthetic oligonucleotides. The efficiency of the process was measured by monitoring...

  8. 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...

  9. EVALUATING CUSTOMER-PERCEIVED SERVICE QUALITY AND CUSTOMER SATISFACTION IN THE NIGERIAN BANKING INDUSTRY

    OpenAIRE

    Dr. Moguluwa Shed Chinwuba; Ode Egene

    2013-01-01

    Keeping in view the significance of customer perceived quality in todays competitive banking environment, the study was designed to evaluate customer-perceived service quality and customer satisfaction in the Nigerian banking industry. This research focused on the measurement of customer satisfaction through delivery of service quality in the banking sector in Nigeria. A quantitative research was used to study the relationship between service quality dimensions and customer satisfaction. Find...

  10. Perspectives of Small Retailers in the Organic Market: Customer Satisfaction and Customer Enthusiasm

    OpenAIRE

    Bolten, Jan; Kennerknecht, Raphael; Spiller, Achim

    2006-01-01

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

  11. DSpace and customized controlled vocabularies

    Science.gov (United States)

    Skourlas, C.; Tsolakidis, A.; Kakoulidis, P.; Giannakopoulos, G.

    2015-02-01

    The open source platform of DSpace could be defined as a repository application used to provide access to digital resources. DSpace is installed and used by more than 1000 organizations worldwide. A predefined taxonomy of keyword, called the Controlled Vocabulary, can be used for describing and accessing the information items stored in the repository. In this paper, we describe how the users can create, and customize their own vocabularies. Various heterogeneous items, such as research papers, videos, articles and educational material of the repository, can be indexed in order to provide advanced search functionality using new controlled vocabularies.

  12. Customer behaviour and student satisfaction

    Directory of Open Access Journals (Sweden)

    Enache, I. C.

    2011-01-01

    Full Text Available Having to overcome new challenges, the higher education institutions need to understand their customer behaviour. The students’ satisfaction is becoming an important objective for universities and society as the role of the tertiary level institution is being questioned. The aim of this paper is to provide a concrete marketing approach to the student satisfaction problem. The literature review section aims to present resources that deliver relevant and updated information about the marketing perspectives on student satisfaction. A short survey is developed in order to provide insights on student behaviour and student satisfaction.

  13. Purchasing behavior of Fairtrade customers

    Directory of Open Access Journals (Sweden)

    Mariana Ambrožová

    2013-01-01

    Full Text Available The volume of corporate social responsibility (CSR activities is increasing worldwide; the European Union considers CSR to be one of the ways to achieve the most competitive economy and CSR awareness is also rising among companies in the Czech Republic, their customers, and the public. Bearing this in mind, Fairtrade goods, a subset of CSR and sustainable development, is an attractive step for vendors to take towards their customers. In this paper, we try to learn who the buyers of Fairtrade products are and what their motivation is in order to help Fairtrade dealers know their target group better, while at the same time helping expand this target group for organizations such as Fairtrade Czech Republic. We utilize an empirical survey and employ both univariate and bivariate statistical analyses (descriptives, associations, correlations for this purpose. While some previous findings were confirmed, such as (the influence of age and education on Fairtrade purchasing behavior, moral principles and quality of the product being stated as the most important motives to buy Fairtrade products, the significance of the Fairtrade logo and certificate for the buyers’ awareness one was disproved. According to the gathered data, the economic situation of a household does not affect Fairtrade purchasing behavior.

  14. CUSTOMER SERVICES AND PRODUCT QUALITY

    Directory of Open Access Journals (Sweden)

    NEAMŢU Liviu

    2013-04-01

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

  15. 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 ...

  16. A Data Mining Technique to Find Optimal Customers for Beneficial Customer Relationship Management

    Directory of Open Access Journals (Sweden)

    T. Bhuvaneswari

    2012-01-01

    Full Text Available Problem statement: Modern companies and organizations are efficiently implementing a CRM strategy for managing a company interactions and relationships with customers. CRM systems have been developed and designed to support the areas of marketing, service process and sales. Many literature studies are available to preserve the customer relationship but small drawbacks occur in the existing methods. One method to maintain the customer relationship is frequency based method i.e., the company will give declination to the customer based on the historical data that is the customers how many times come to that company. These methods are not effective. Because the customers give revenue to that company is less. So the company revenue is affected. Approach: In this study, we propose a data mining and artificial technique to maintain the customer relationship between company and customers. Accomplishing this process, we maintain a historical database and then we use data mining ARM technique to mine the customer information from this database. We then present an artificial intelligence PSO technique to provide an offer to the selected customers. This offer does not affect the company revenues as well as satisfies the customers. This process will make a best relationship between the customers and organization and to satisfy the customers forever with company’s rules. Results: he simulation results have shown the performance of apriori algorithm for diverse combination of profit lengths of each customer. The performance of selected customer has been analyzed for five years. Finally the comparison results shows the selected customers are optimal comparing to other customers. Conclusion: The proposed method optimally selects the customers and also avoids the problems in the earliest methods. So, the relationship between customer and company is maintained successfully by using the proposed method.

  17. Ancient DNA

    DEFF Research Database (Denmark)

    Willerslev, Eske; Cooper, Alan

    2004-01-01

    ancient DNA, palaeontology, palaeoecology, archaeology, population genetics, DNA damage and repair......ancient DNA, palaeontology, palaeoecology, archaeology, population genetics, DNA damage and repair...

  18. AN INTEGRATED METHODOLOGY FOR CUSTOMER RELATIONSHIP MANAGEMENT CUSTOMIZATION

    Directory of Open Access Journals (Sweden)

    Ricardo Colomo Palacios

    2008-02-01

    Full Text Available The importance and presence of technological solutions in organizations supporting CRM are a vital business fact from the late nineties. Presently, the manufacturers figure in the market has dramatically decreased because of continuous takeovers and merges, but it has on the other hand gained momentum because of the sudden open-source and on-demand solutions appearance. In this scope, a unified methodology centered on CRM solutions is of paramount importance since it has traditionally been linked to either system integration or overall solution design. Based on the two de-facto complementary standards for the implementation and development of Information Systems, namely the ESA and Dyché CRM systems implementation methodology, in this paper, we provide a CRM business solutions customization methodology which pertains independently to the integration and tool maker perspective.

  19. Identifying web usage behavior of bank customers

    Science.gov (United States)

    Araya, Sandro; Silva, Mariano; Weber, Richard

    2002-03-01

    The bank Banco Credito e Inversiones (BCI) started its virtual bank in 1996 and its registered customers perform currently more than 10,000 Internet transactions daily, which typically cause les than 10% of traditional transaction costs. Since most of the customers are still not registered for online banking, one of the goals of the virtual bank is to increase then umber of registered customers. Objective of the presented work was to identify customers who are likely to perform online banking but still do not use this medium for their transactions. This objective has been reached by determining profiles of registered customers who perform many transactions online. Based on these profiles the bank's Data Warehouse is explored for twins of these heavy users that are still not registered for online banking. We applied clustering in order to group the registered customers into five classes. One of these classes contained almost 30% of all registered customers and could clearly be identified as class of heavy users. Next a neural network assigned online customers to the previously found five classes. Applying the network trained on online customers to all the bank customers identified twins of heavy users that, however had not performed online transactions so far. A mailing to these candidates informing about the advantages of online banking doubled the number of registrations compared to previous campaigns.

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

    Directory of Open Access Journals (Sweden)

    Małgorzata Czermińska

    2016-09-01

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

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

    Directory of Open Access Journals (Sweden)

    Olumoko,Tajudeen .A.

    2010-12-01

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

  2. 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.

  3. A review of the customer lifetime value as a customer profitability measure in the context of customer relationship management

    Directory of Open Access Journals (Sweden)

    Raphael Damm

    2011-11-01

    Full Text Available Purpose: A number of customer metrics allow estimating customer profitability with methods such as the Customer Lifetime Value (CLV. However, investments in customer relationships carry the potential risk to destroy value and reduce profitability when based on incorrect estimates of customer profitability. Therefore, estimating future customer value correctly is essential to allocate marketing expenditures in the most effective way. In this article recent literature about the CLV is reviewed in order to assess its ability as a customer profitability measure. Besides the financial perspective of the CLV, non-financial perspectives such as customer advocacy, (customer or open innovation and learning have been identified to have an impact on customer profitability. How to properly estimate a customer’s value taking all relevant value creating factors, financial as well as non-financial, into account is the underlying research question.Design/methodology/approach: This research is based on the review of a number of theoretical and empirical articles published between 1990 and 2010. The aggregation of measures, key-drivers and risks of each key-perspective of the customer relationship contributes to the development of a more systematic understanding of the value creation process and provides answers to the research question. Indirect effects of the CLV as a source of value have received increasing attention in previous research but are not sufficiently accounted for by mainstream methods for valuing customers (Ryals, 2008. Therefore, the attempt to structure available knowledge on indirect effects of the CLV in its contextual setting is made.Findings: This research is concluded providing evidence that one-dimensional calculations of the CLV deliver an incomplete picture of the customer relationship and estimate customer profitability incorrectly. This supports the idea of a multidimensional CLV approach that accounts for interrelated key

  4. CUSTOMER RELATIONSHIP MANAGEMENT (CRM) IN PHYSICAL FITNESS CLUBS

    OpenAIRE

    Mahmoud Goodarzi

    2011-01-01

    Although customer relationship management has been identified as an important businessapproach in enterprise institutes; there is no universally accepted definition of CRM. Swiftdefined it as an enterprise approach to understanding and influencing customer behavior throughmeaningful communications in order to improve customer knowledge recovery; customeracquisition; customer retention; customer loyalty; and finally customer profitability (2).Thompson (2002) knows CRM as a business strategy to...

  5. 19 CFR 24.12 - Customs fees; charges for storage.

    Science.gov (United States)

    2010-04-01

    ... 19 Customs Duties 1 2010-04-01 2010-04-01 false Customs fees; charges for storage. 24.12 Section 24.12 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY; DEPARTMENT OF THE TREASURY CUSTOMS FINANCIAL AND ACCOUNTING PROCEDURE § 24.12 Customs fees; charges for...

  6. Engineering Customized TALENs Using the Platinum Gate TALEN Kit.

    Science.gov (United States)

    Sakuma, Tetsushi; Yamamoto, Takashi

    2016-01-01

    Among various strategies for constructing customized transcription activator-like effector nucleases (TALENs), the Golden Gate assembly is the most widely used and most characterized method. The principle of Golden Gate assembly involves cycling reactions of digestion and ligation of multiple plasmids in a single tube, resulting in PCR-, fragmentation-, and purification-free concatemerization of DNA-binding repeats. Here, we describe the protocols for Golden Gate assembly-based TALEN construction using the Platinum Gate TALEN Kit, which allows generation of highly active Platinum TALENs.

  7. Beyond the Voice of the Customer

    DEFF Research Database (Denmark)

    Goffin, Keith; Varnes, Claus; van der Hoven, Chris

    2012-01-01

    and questionnaires), have significant limitations. Customers often struggle to articulate their needs in interviews, and focus groups often generate incremental ideas rather than breakthroughs. Companies in the service sector face an additional challenge, as their customers need to discuss services, which......Although the importance of integrating the voice of the customer into new product development is almost universally accepted, the techniques used by many organizations to identify customers' needs have stagnated. The most commonly used techniques, focus groups and surveys (including both interviews...... are by their nature intangible. One of the most promising approaches to generating a deeper customer understanding is ethnographic market research, which adopts ideas from ethnography, the set of tools social scientists use to study tribal cultures. These techniques can provide deep customer insights...

  8. Changes in Approach to Customer Loyalty

    Directory of Open Access Journals (Sweden)

    Katarzyna Szczepańska

    2011-03-01

    Full Text Available The article discusses an overview of customer loyalty theoretical framework. It presents both, the classic approach to the subject of loyalty as well as the results of its ongoing evolution. This allowed the identification of factors affecting customer loyalty and a statement that the concept of loyalty can be seen in varying degrees, in terms of criteria other than behavioral. Finding of not enough empirical research on customer loyalty in the long types of market and specific customer groups indicates a cognitive gap. Verification of the classic determinants of customer loyalty authorized to conclude that the profitability of the customer portfolio sets new definition of loyalty, which is related to the concepts of marketing value and value based management. This is supported by associations of loyalty to the management parameters.

  9. Customer-The Value Co-Creator

    Directory of Open Access Journals (Sweden)

    Balaji Gopalan

    2015-08-01

    Full Text Available Todays customers have become co-creators of value. They are facilitated by technologies such as the Internet mobiles and telecommunications. The extent of participation facilitated by the interactivity between the customer and the firm decides the multiplicity of innovation in products and services. In the innovation of products and services firms are associating connected networked and knowledgeable customers on the Internet in real time across geographies for the development and improvement of products and services. Customers are increasingly participating with firms in defining and creating value through the use of information and communication technologies ICT. Customers today find the World Wide Web www social networks mobile phones and ICT as useful ways of connecting with their real world for multitasking and social interactivity to enhance professions and vocations. With the demonstrated usefulness of ICT firms are now acknowledging the economic and social benefits of involving customers directly with the firm to become co-creators of value.

  10. 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.

  11. Creating a successful relationship with customers.

    Science.gov (United States)

    Cotton, L; Sparrow, E

    1998-01-01

    In 1997, several employers commissioned an inpatient survey for a group of businesses that included hospitals in southeast Michigan. Its results indicated that the University of Michigan Health System (UMHS) needed to become more customer-focused. To meet this challenge, UMHS mandated that customer service to its patients and their families should be its first priority. A pilot project in the radiology department's pediatric division was established to recognize and reward employees for outstanding service to customers. The program is now used to reward employees throughout the radiology department, on the assumption that when employees feel special, so will their customers. Management's focus is on employees--they are the health system. The department also invested in employee development, a continuous training program that centers on customer service and teaches tools and skills for better communication. The goal of the development program at UMHS is to exceed the needs of its customers.

  12. Customer perceptions of agency risk communication.

    Science.gov (United States)

    Fisher, A; Chen, Y C

    1996-04-01

    A government agency commissioned a baseline study of how its customers view the agency's risk information. The 70% response rate to a mail survey allows analysis by subgroups representing customers' primary interests. Although this agency traditionally has been responsible for ensuring plant and animal health at the farm gate (or where imported), responses emphasized emerging customer concerns about the environment and human health. Customers think many risk communication activities are important, but that the agency is not especially effective in conducting those activities. Customers are moderately satisfied with much of the risk information they receive, although many have little contact from or interaction with the agency. Customers identified other sources they use, which suggest potentially effective channels for this agency's risk messages. The study provides a baseline for measuring change in the agency's risk communication effectiveness. It also can be a model when other organizations plan their own risk communication evaluations.

  13. EMOTION BASED ANALYSIS OF TURKISH CUSTOMER OPINIONS

    Directory of Open Access Journals (Sweden)

    E. Kahya-Ozyirmidokuz

    2016-12-01

    Full Text Available Firms should manage their customer feedback so they can adapt to rapid changes in the environment. They have to interact with their customers to understand them and to turn their opinions into useful knowledge. Understanding customers' feelings about a product gives firmS competitive advantage through continuous market monitoring. They can thus generate improving strategies about the system to change perceptions that drive the behaviours of the customers. Firms can view their customers' happiness as a key tool for decision-making. This study calculates online product happiness by using the average emotional valence values of customer opinions. We analyse Turkish opinions about a product over a period of 3 months. We find the averages of the online emotional valence values of the product per month. We also determined the increase in happiness over time. According to the opinion valence values, we found the relations between the documents.

  14. 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).

  15. 75 FR 62820 - Screening Framework Guidance for Providers of Synthetic Double-Stranded DNA

    Science.gov (United States)

    2010-10-13

    ... industrial development. One of the formal policy actions charged Federal Departments and Agencies to identify... research, biotechnology or requirement for DNA synthesis services). A customer that requests unusual...

  16. Giving the Customer a Voice

    DEFF Research Database (Denmark)

    Van der Hoven, Christopher; Michea, Adela; Varnes, Claus

    ” (Deszca et al, 2010, p613). Therefore, in situations where traditional techniques - interviews and focus groups - are ineffective, the question is which market research techniques are appropriate, particularly for developing breakthrough products? To investigate this, an attempt was made to access...... their knowledge, repertory grid technique was used. This psychology based method particularly seeks out tacit knowledge by using indepth interviews. In this case the interviews were conducted with professionals from leading market research agencies in two countries. The resulting data provided two unique insights...... the voice of the customer (VoC) through market research is well documented (Davis, 1993; Mullins and Sutherland, 1998; Cooper et al., 2002; Flint, 2002; Davilla et al., 2006; Cooper and Edgett, 2008; Cooper and Dreher, 2010; Goffin and Mitchell, 2010). However, not all research methods are well received...

  17. Custom formed orthoses in cycling.

    Science.gov (United States)

    O'Neill, Brendan C; Graham, Kenneth; Moresi, Mark; Perry, Philip; Kuah, Donald

    2011-11-01

    To assess the effects of currently used prescribed in-shoe custom foot orthoses (CFOs) on a number of biomechanical variables during the power phase of cycling, including: hip adduction, knee abduction and tibial internal rotation. Before and after cross-over study recording subjects' biomechanical variables with and without their CFOs. Twelve competitive cyclists, currently using prescribed in-shoe CFOs, performed two exercise bouts on a stationary trainer, with 3-dimensional data recorded on an 8 camera Vicon Mx system. 2-way ANOVA statistical analysis of Null vs Orthotic condition, and left leg vs right leg. No systematic effects from the CFOs were seen. A trend towards reduced tibial internal rotation range of movement was found (Pcycling biomechanics. Significant subject-specific biomechanical effects can be produced by CFOs utilizing rearfoot and/or forefoot wedges. An individualised approach to orthotic prescription, and attention to the forefoot-rearfoot relationship, is recommended.

  18. Improving Customer Service in Elderly Care

    OpenAIRE

    Nielsen, Chris

    2015-01-01

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

  19. The Customer's Role in New Service Development

    OpenAIRE

    Sandén, Bodil

    2007-01-01

    Given today’s industry dynamics, new service development is becoming increasingly important to the competitiveness, growth, and survival of organizations. Unfortunately, new service development has proven to be a complex and difficult task. Numerous reasons are stated in the literature such as the difficulty of understanding and anticipating latent customer needs and insufficient market research techniques. To facilitate proactive learning about the customer, recent findings stress customer i...

  20. CUSTOMER RELATIONSHIP MANAGEMENT AND BUSINESS STRATEGIES

    OpenAIRE

    Rozitta Chittaie

    2012-01-01

    Changing in the current competitive environment, increasing simplicity of penetrating into the competitive market, and rapid growing of information technology are essential motives for performing activities in an environment. Nowadays, some companies step into rapid and instant development of their markets in order to improve customer relationship. These companies through adopting customer relationship management (CRM) systems can earn and retain their customers' loyalty. As a result, designi...

  1. 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.

  2. Development Process with Regard to Customer Requirements

    OpenAIRE

    Tomaževič, Rok; Kušar, Janez; Starbek, Marko; Duhovnik, Jože

    2006-01-01

    International audience; Today, it can be maintained that the customer is a ‘king' as he will buy only the products that satisfy his needs and wants. The companies of today are facing new challenges: global business and local operation, standardization, and individualization of products, demanding customers and fierce competition. The company wants to achieve shorter product development time, lower costs, high quality of the product, and finally, customer satisfaction. In order to achieve the ...

  3. Determinants of customer satisfaction with service encounter

    OpenAIRE

    Ariana Nefat; Nika Paus

    2008-01-01

    Service encounters are the focal point of a customer’s perception of a service in terms of its quality, value and customer satisfaction. The paper researches the influence of the components of a service encounter on customer satisfaction. Among several factors that determine customer satisfaction the quality of service, which is related to the characteristics of service, plays an important role. However, a direct insight into the reasons that make a service encounter satisfactory or unsatisfa...

  4. Online Purchasing Intentions of Croatian Customers

    OpenAIRE

    Katija Vojvodic; Matea Matic

    2012-01-01

    With the increasing importance of online shopping, it is crucial to better understand factors that influence customers’ purchasing behaviour in an electronic commerce environment. In order to explore which factorsdetermine the propensity of customers towards online purchase a binary probit regression was used. The data was collected through survey questionnaire using the purposive sample of 426 Croatian customers from the Dubrovnik- NeretvaCounty. Research results show that customers who feel...

  5. DETERMINANTS OF CUSTOMER LOYALTY. A THEORETICAL APPROACH

    OpenAIRE

    Claudia Bobâlcă

    2014-01-01

    The purpose of the research is to investigate the determinants of customer loyalty. The research objectives are: (1) to identify the factors that affect customer loyalty; (2) to identify the relations between the determinants of loyalty and loyalty construct. We used an exploratory research based on a documentary study. The main determinants of customer loyalty that are identified and studied in past researchers are: satisfaction, trust, commitment, involvement, perceived risk, switching cost...

  6. 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...

  7. 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...

  8. Sharpen customer service skills with PCRAFT Pursuit.

    Science.gov (United States)

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

    2003-01-01

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

  9. Companies and the customers who hate them.

    Science.gov (United States)

    McGovern, Gail; Moon, Youngme

    2007-06-01

    Why do companies bind customers with contracts, bleed them with fees, and baffle them with fine print? Because bewildered customers, who often make bad purchasing decisions, can be highly profitable. Most firms that profit from customers' confusion are on a slippery slope. Over time, their customer-centric strategies for delivering value have evolved into company-centric strategies for extracting it. Not surprisingly, when a rival comes along with a friendlier alternative, customers defect. Adversarial value-extracting strategies are common in such industries as cell phone service, retail banking, and health clubs. Overly complex product and pricing options, for example, may have been designed to serve various segments. But in fact they take advantage of how difficult it is for customers to predict their needs (such as how many cell phone minutes they'll use each month) and make it hard for them to choose the right product. Similarly, penalties and fees, which may have been instituted to offset the costs of undesirable customer behavior, like bouncing checks, turn out to be very profitable. As a result, companies have no incentive to help customers avoid them. Tactics like these generate bad publicity and fuel customer defections, creating opportunities for competitors. Virgin Mobile USA, for example, has lured millions of angry cell phone customers away from the incumbents by offering a straightforward plan with no hidden fees, no time-of-day restrictions, and no contracts. ING Direct, now the fourth-largest thrift bank in the United States, offers accounts with no fees, no tiered interest rates, and no minimums. In industries where squeezing value from customers is commonplace, companies that dismantle these harmful practices and design a transparent, value-creating offer can head off customer retaliation and spur rapid growth.

  10. Service Quality in Hotel Industry - Customer Satisfaction

    OpenAIRE

    Fučíková, Martina

    2009-01-01

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

  11. Creating an Effective Customer Value Proposition Process

    OpenAIRE

    2016-01-01

    The objective of the present study was to establish a Customer Value Proposition building process for the case company and to focus the company’s sales and marketing operations through building a Customer Value Proposition to the company’s most potential customers in selected new markets using the established concept. The case company operates in the IT industry and its market territory is limited to Finland. After numerous rather steady years, the owners have set very high targets for growth...

  12. 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.

  13. Measuring the value of customer retention

    Energy Technology Data Exchange (ETDEWEB)

    Monts, K.; Bonevac, B.; Lauer, J.; Tessema, D.

    1997-05-01

    Competition will require changes in how market research is conducted and how customers are pursued. The question remains: How does one approach customer retention in a way that provides meaningful guidelines? The conventional wisdom is that {open_quotes}the business of business is selling.{close_quotes} There is some truth to this, but the key question today is: What bearing does this have on how to run a business in a competitive environment? A recent article in the Harvard Business Review noted that, {open_quotes}Increasingly, companies are less focused on selling products and more interested in keeping customers.{close_quotes} Indeed, some observers have posited a natural societal evolutionary trend toward a shift of emphasis toward customer retention vis-a-vis customer acquisition, as a consequence of the primary marketing communication technology shifting from {open_quotes}broadcast{close_quotes} (where messages are sent out to inchoate masses) to {open_quotes}interactive{close_quotes} (where relationships are cultivated with precisely defined market niches or individual customers). The business of growing a business, then, can be framed as a matter of getting customers and keeping them so as to grow the value of the customer base to its fullest potential. In these terms, setting a marketing budget becomes the task of balancing what is spent on customer acquisition with what is spent on retention.

  14. Market structure, market strategy and customer satisfaction

    DEFF Research Database (Denmark)

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

    2007-01-01

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

  15. Market structure, market strategy and customer satisfaction

    DEFF Research Database (Denmark)

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

    2007-01-01

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

  16. DNA Development and its Importance

    OpenAIRE

    Artur Gaxhi

    2011-01-01

    As we all are aware now the discovery of DNA is the most significant biological discovery of the 20th century. This discovery has had a tremendous impact on science and medicine. In the field of modern medicine and genetic research, the discovery of DNA has allowed for the improved ability to diagnosis disease, detect genetic predisposition to disease, create new drugs to treat disease, use gene therapy as treatment, and design “custom drugs” based on individual genetic profiles. In criminal ...

  17. 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.

  18. Customer Requirements Mapping Method Based on Association Rule Mining for Mass Customization

    Institute of Scientific and Technical Information of China (English)

    XIA Shi-sheng; WANG Li-ya

    2008-01-01

    Customer requirements analysis is the key step for product variety design of mass customiza-tion(MC). Quality function deployment (QFD) is a widely used management technique for understanding thevoice of the customer (VOC), however, QFD depends heavily on human subject judgment during extractingcustomer requirements and determination of the importance weights of customer requirements. QFD pro-cess and related problems are so complicated that it is not easily used. In this paper, based on a generaldata structure of product family, generic bill of material (CBOM), association rules analysis was introducedto construct the classification mechanism between customer requirements and product architecture. The newmethod can map customer requirements to the items of product family architecture respectively, accomplishthe mapping process from customer domain to physical domain directly, and decrease mutual process betweencustomer and designer, improve the product design quality, and thus furthest satisfy customer needs. Finally,an example of customer requirements mapping of the elevator cabin was used to illustrate the proposed method.

  19. Role Of Perceived Value, Customer Expectation, Corporate Image And Perceived Service Quality On The Customer Satisfaction

    National Research Council Canada - National Science Library

    Rizwan Ali; Gao Leifu; Muhammad YasirRafiq; Mudassar Hassan

    2015-01-01

      This study sets out to investigate the influence of perceived value, customer expectation, corporate image and perceived service quality on the customer satisfaction particularly in Pakistan telecommunication industry...

  20. How to improve logistics customer service (LCS)?%How to improve logistics customer service (LCS) ?

    Institute of Scientific and Technical Information of China (English)

    邓姝琍

    2007-01-01

    logistics customer service (LCS) plays a very important role in logistics activity. How to improve logistics customer service (LCS)is a very urgent problem to firms. There are four solutions to solve this problem.

  1. Green product quality, green corporate image, green customer satisfaction, and green customer loyalty

    National Research Council Canada - National Science Library

    Nai-Jen Chang; Cher-Min Fong

    2010-01-01

      Previous studies have paid much attention on product quality, corporate image, customer satisfaction, and customer loyalty, but none have explored them about green innovation or environmental management aspects...

  2. Customer equity of Pakistani fast food restaurant: A study of attitudinal customer equity

    Directory of Open Access Journals (Sweden)

    Zubair

    2017-02-01

    Full Text Available Customer Equity is true representative of relationship marketing. There are two major approach-es to measure Customer Equity: Transaction/sales based approach and Attitudinal Approach. This research is an effort to check customer equity of fast food restaurants of Pakistan by using attitudinal approach. Transactional customer equity is treated as criterion for attitudinal customer equity. Three drivers of Customer Equity are Value Equity, Brand equity and Relationship equity are taken as independent variables in this research. Convenient sampling technique was used and sample size was 393 respondents. The results show that attitudinal customer equity had strong association with transactional equity. Brand equity, value equity and relationship equity show positive associations with attitudinal customer equity.

  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. Customer Value Customer Relationship And Its Effect On Reputation Of Courses In Jakarta

    National Research Council Canada - National Science Library

    Miguna Astuti; Yuyus Suryana

    2015-01-01

    .... This makes the adapted theories and their successful implementation difficult to developt. The paper implores three specific problems reputation of courses and the impact of customer value CV as well as customer relationship CR factors...

  5. Identification of 23 new prostate cancer susceptibility loci using the iCOGS custom genotyping array

    DEFF Research Database (Denmark)

    Eeles, Rosalind A; Olama, Ali Amin Al; Benlloch, Sara

    2013-01-01

    Prostate cancer is the most frequently diagnosed cancer in males in developed countries. To identify common prostate cancer susceptibility alleles, we genotyped 211,155 SNPs on a custom Illumina array (iCOGS) in blood DNA from 25,074 prostate cancer cases and 24,272 controls from the internationa...

  6. 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...

  7. ROLE OF DEMANDING CUSTOMER: THE INFLUENCE OF UTILITARIAN AND HEDONIC VALUES ON LOYALTY CUSTOMER

    OpenAIRE

    Purwanto; Kuswandi; Sunjoto

    2015-01-01

    This study aims to examine and analyze the influence of Utilitarian Value, Hedonic Value on Customer Satisfaction and Loyalty with Demanding Customers Moderation among customers of Modern Café in Surabaya. This study was conducted at the modern coffee bar (coffee shop) customers in Surabaya. In accordance with the data obtained from the Department of Tourism Surabaya, there are 14 modern coffee shop with 41 stands scattered in Surabaya. Sample used in this study is modern coffe...

  8. How companies use customer insight to drive customer acquisition, development and retention

    OpenAIRE

    Bailey, Christine R.

    2008-01-01

    In theory, Customer Relationship Management (CRM) technology and processes should help firms to identify the ‘right’ customers, understand their needs, predict their behaviour and develop tailored propositions. Yet numerous studies have found that CRM projects have failed to deliver the expected benefits. Academics and practitioners have begun to refer to a key resource required to fulfil the promise of CRM as ‘customer insight’. Project one explores how companies use custom...

  9. 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...

  10. Analisis Customer Relationship Management Terhadap Kepuasan Nasabah Pada Customer Care Bank CIMB Niaga Makassar

    OpenAIRE

    Ihsan Raya, Ahmad

    2013-01-01

    2013 Penelitian ini bertujuan untuk mengetahui pengaruh Customer Relationship management Continuity marketing, one to one marketing, dan partnering atau co-marketing terhadap kepuasan nasabah pada Customer Care Bank CIMB Niaga Makassar dan untuk mengetahui variabel dari Customer Relationship yang paling dominan berpengaruh terhadap kepuasan nasabah pada Customer Care Bank CIMB Niaga Makassar. Untuk mencapai tujuan tersebut maka digunakan metode analisis deskriptif, uji kelayakan instrument...

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

    OpenAIRE

    Azman Ismail; Yusrizal Sufardi Mohd Yunan

    2016-01-01

    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 Smar...

  12. Study on customization process and application via Internet

    Institute of Scientific and Technical Information of China (English)

    周康渠; YANG; Yu; 等

    2002-01-01

    Networked customization is an important way for enterprises to satisfy customers'individual requirements.From this point of view,the study on networked customization process and application is started with analyzing the customization process in detail,in which the customization process is divided into 6 stages including information capture,need submission,need affirmation,need interaction,creating customization orders and customization production.A general customization process chart for common products is presented,which describes the communication between customers and enterprises in the entire customization process.The method of analyzing customization process is pressented.The product customization subsystem in the system of ceramic product marketing and customization of Chongqing CHN & CHN Ceramics Co.Ltd.is introduced to explicate the process of customization via Internet.

  13. The impact of customer attractiveness and supplier satisfaction on becoming a preferred customer

    NARCIS (Netherlands)

    Pulles, Niels Jaring; Schiele, Holger; Veldman, Jasper; Hüttinger, Lisa

    2015-01-01

    This paper discusses how a firm can become preferred customer, defined as a particular buying firm to whom the supplier allocates better resources than less preferred buyers. Two concepts play a central role for a firm aiming to become preferred customer: (i) customer attractiveness and (ii)

  14. 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

  15. The Competitive Causes and Consequences of Customer Satisfaction

    OpenAIRE

    Daniel H Simon; Gomez, Miguel I.

    2005-01-01

    We conduct two studies to test three hypotheses: (1) Competition increases a firm's customer satisfaction; (2) Rivals' customer satisfaction increases a firm's customer satisfaction; (3) Rivals' customer satisfaction reduces a firm's sales. First, we use store-level customer satisfaction data from a supermarket chain. Next, we consider a range of industries, using brand-level customer satisfaction ratings from the American Customer Satisfaction Index. Results from both studies provide support...

  16. CUSTOMER RELATIONSHIP MANAGEMENT AND BUSINESS STRATEGIES

    Directory of Open Access Journals (Sweden)

    Rozitta Chittaie

    2012-06-01

    Full Text Available Changing in the current competitive environment, increasing simplicity of penetrating into the competitive market, and rapid growing of information technology are essential motives for performing activities in an environment. Nowadays, some companies step into rapid and instant development of their markets in order to improve customer relationship. These companies through adopting customer relationship management (CRM systems can earn and retain their customers' loyalty. As a result, designing customer relationship management strategies can lead to market protection, customer value increase, and greater customer satisfaction opportunities for continuous promotion of the enterprise. Regarding the complexity and the variety of strategies associated with managing a business, information-related capability seems to be an essential capability for earning profit from companies' activities and competition among peers. Hence, relation and information are employed for managing the firms are vital tools for seizing opportunities and tackling future issues. Giving the information only employed to support a company’s performance, making crucial decision about surrounding environment, increasing competitive ability of the enterprise will be difficult for company. Furthermore, since increase of competitive ability is accompanied by making greater profit on the deal, methods of raising competitive ability is an interesting and critical issue. Therefore, companies through information technology, cost reduction, and development of low-level relations with customers can achieve greater profitability. This paper probes into customer relationship management and business strategies. The implications of CRM strategies are discussed in detail.

  17. International Variations in Measuring Customer Expectations.

    Science.gov (United States)

    Calvert, Philip J.

    2001-01-01

    Discussion of customer expectations of library service quality and SERVQUAL as a measurement tool focuses on two studies: one that compared a survey of Chinese university students' expectations of service quality to New Zealand students; and one that investigated national culture as a source of attitudes to customer service. (Author/LRW)

  18. Customer satisfaction in European food retailing

    DEFF Research Database (Denmark)

    Juhl, Hans Jørn; Kristensen, Kai; Østergaard, Peder

    2002-01-01

    Customer satisfaction and customer loyalty is becoming an increasingly important factor in modern retailing - a market characterized by slow growth and intense competition. Big non-European chains such as Walmart are already present in some countries and consider to buy some of the retail chains...

  19. Development Process with Regard to Customer Requirements

    OpenAIRE

    2006-01-01

    Abstract Today, it can be maintained that the customer is a `king? as he will buy only the products that satisfy his needs and wants. The companies of today are facing new challenges: global business and local operation, standardization, and individualization of products, demanding customers and fierce competition. The company wants to achieve shorter product development time, lower costs, high quality ...

  20. Explaining customer experience of digital financial advice

    NARCIS (Netherlands)

    van Raaij, W.F.

    2017-01-01

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

  1. 12 CFR 13.5 - Customer information.

    Science.gov (United States)

    2010-01-01

    ... 12 Banks and Banking 1 2010-01-01 2010-01-01 false Customer information. 13.5 Section 13.5 Banks and Banking COMPTROLLER OF THE CURRENCY, DEPARTMENT OF THE TREASURY GOVERNMENT SECURITIES SALES...-institutional customer, a bank that is a government securities broker or dealer shall make reasonable efforts...

  2. Measuring Customer Satisfaction with Public Schools.

    Science.gov (United States)

    Lowe, Tracey M.; And Others

    1996-01-01

    Discusses the measurement of customer satisfaction with public school districts based on collaborative efforts generated by the Florida Schoolyear 2000 Initiative. Describes implementing customer satisfaction surveys in Florida, explains the testing of the surveys with businesses and parents, and discusses trends in performance improvement. (LRW)

  3. Customer empowerment in new product development

    OpenAIRE

    Fuchs, Christoph; Schreier, Martin

    2012-01-01

    textabstractCompanies have traditionally taken responsibility for deciding what products and product innovations are offered to customers. However, a growing number of companies are turning this relationship on its head by asking customers not only for help in creating new products, but also in deciding which ones should be produced.

  4. Customer empowerment in new product development

    NARCIS (Netherlands)

    C. Fuchs (Christoph); M. Schreier (Martin)

    2012-01-01

    textabstractCompanies have traditionally taken responsibility for deciding what products and product innovations are offered to customers. However, a growing number of companies are turning this relationship on its head by asking customers not only for help in creating new products, but also in deci

  5. 2004 ITACS Customer Satisfaction Survey Report

    OpenAIRE

    2004-01-01

    The IT Strategic Plan, The Information Revolution: Planning for Institutional Change, proposed a number of recommendations to improve management, customer responsiveness, and accountability for the IT arena at NPS. A periodic customer satisfaction survey was included as one of those recommendations.

  6. Customer relations data aids marketing efforts.

    Science.gov (United States)

    Werronen, H J

    1988-08-01

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

  7. The Theoretical Underpinnings of Customer Asset Management

    NARCIS (Netherlands)

    R.N. Bolton; K.N. Lemo; P.C. Verhoef (Peter)

    2002-01-01

    textabstractMost research in customer asset management has focused on specific aspects of the value of the customer to the company. The purpose of this article is to propose an integrated framework ? called CUSAMS -- that enables service organizations to comprehensively assess the value of their "cu

  8. Listening to the Voice of the Customer.

    Science.gov (United States)

    Schauerman, Sam; And Others

    One of the major tenets of Total Quality Management (TQM) is that organizations need to adopt a strong customer focus. At El Camino College (ECC) in Torrance, California, a matrix was developed to identify and describe ECC's direct and indirect internal and external customers. ECC then applied Quality Function Deployment (QFD), a strategic tool…

  9. Are Students "Customers" of Collegiate Education?

    Science.gov (United States)

    Aliff, John V.

    The emerging economic paradigm of higher education will make enhancing national productivity the primary goal; emphasize the mastery of learning skills over rote learning; and operate around the principle of customer service, viewing students as customers. Total Quality Management (TQM), as applied to education, shares this focus on customer…

  10. Lean Library Communication : Mind the Customer

    NARCIS (Netherlands)

    Huizing, Bernardus

    2014-01-01

    Academic libraries have been discovering communication as an important organizational process. Communication seems to be a relevant and important factor to connect with library customers, and - as a result - to involve and to captivate library customers. However, academic libraries tend to fail in o

  11. Solution space assessment for mass customization

    DEFF Research Database (Denmark)

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

    2012-01-01

    In mass customization, the capability solution space development is essential to offer a variety of products which satisfies the idiosyncratic needs of the customers. We argue that there is a need for methods which can assess a company’s solution space and their capability to develop it. Through ...

  12. Legitimacy and the Value of Early Customers

    NARCIS (Netherlands)

    Wang, Tang; Song, Michael; Zhao, Y. Lisa

    2014-01-01

    To overcome resource constraints and achieve exponential growth, a new venture must rely on early customers of its products to communicate value and commitment to others. For this reason, founders of new ventures focus more on early customers as a key element of their founding strategy than on other

  13. Determinants of Customer Satisfaction in Shopping Behavior

    OpenAIRE

    Zeman, Matěj

    2012-01-01

    The goal of this Bachelor Thesis is to describe the regularities of customer behaviour, to describe the consumer decision process, to aim to the post-acquisition process and methods of its analysis and to apply the acquired knowledge to the analysis of the post-acquisition behaviour of the customers of the Czech telecommunication company Vodafone Czech Republic a. s.

  14. Customers as Partners in Radical Service Innovation

    DEFF Research Database (Denmark)

    Scupola, Ada; Nicolajsen, Hanne Westh

    2009-01-01

      Purpose- The main purpose of this paper is to investigate customer involvement and related challenges in radical service innovations in engineering consulting services Design/methodology/approach - The paper uses a case study approach and so called rich descriptions to investigate customer invo...

  15. Lean Library Communication : Mind the Customer

    NARCIS (Netherlands)

    Huizing, Bernardus

    2014-01-01

    Academic libraries have been discovering communication as an important organizational process. Communication seems to be a relevant and important factor to connect with library customers, and - as a result - to involve and to captivate library customers. However, academic libraries tend to fail in o

  16. Employee retention: a customer service approach.

    Science.gov (United States)

    Gerson, Richard F

    2002-01-01

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

  17. David against Goliath: Coping with Adversarial Customers

    DEFF Research Database (Denmark)

    Alajoutsijärvi, Kimmo; Tikkanen, Henrikki; Skaates, Maria Anne

    2001-01-01

    future-oriented relationships with any of them. From the perspective of the SME, this kind of customer behaviour could even be described as harmful, since it often impedes the SME manager's long-term development of his or her business. This makes the balancing of adversarial customer relationships...... an aspect crucial to the long-term survival and success of the particular SME. In this article, we propose a three-fold approach through which SME managers could balance their relationships with this type of customer. Firstly, we review theoretical discussions about business relationships and adversariness......SME managers in many industries face the situation that they have to deal with a few important, large customer organisations that behave in an adversarial manner. These customers pit alternative suppliers against each other in order to achieve the lowest possible price, showing no intent to build...

  18. Upgradable Software Product Customization by Code Query

    DEFF Research Database (Denmark)

    Vaucouleur, Sebastien

    of a subset of software systems that we call software products: software that needs special support for customization. Through customization, external companies can modify part of the original product to better t the needs of a niche market. Upon the release of a new version of the original software product......, external companies must port their customizations to the latest version of the base software product, a process called an upgrade. Companies typically consider upgrades as mandatory, and hence must bear their high cost on a regular basis. The objectives of customizability and upgradability are conicting...... this constitutes the upgrade problem. We study the upgrade problem in the eld of enterprise systems from a technical point of view, and consider the large spectrum of existing software engineering techniques for customization. We ground our work in an empirical study, that shows that customizations cannot...

  19. Customer Data Clustering using Data Mining Technique

    CERN Document Server

    Rajagopal, Dr Sankar

    2011-01-01

    Classification and patterns extraction from customer data is very important for business support and decision making. Timely identification of newly emerging trends is very important in business process. Large companies are having huge volume of data but starving for knowledge. To overcome the organization current issue, the new breed of technique is required that has intelligence and capability to solve the knowledge scarcity and the technique is called Data mining. The objectives of this paper are to identify the high-profit, high-value and low-risk customers by one of the data mining technique - customer clustering. In the first phase, cleansing the data and developed the patterns via demographic clustering algorithm using IBM I-Miner. In the second phase, profiling the data, develop the clusters and identify the high-value low-risk customers. This cluster typically represents the 10-20 percent of customers which yields 80% of the revenue.

  20. CUSTOMER SATISFACTION AND LOYALTY THEIR ANALYSIS

    Directory of Open Access Journals (Sweden)

    ROMANESCU MARCEL LAURENTIU

    2015-06-01

    Full Text Available Any company should carry out at the same time certain activities with a view to attract customers and retention, investing various resources, depending on the level of development of the company, of the product/service and of the market. This article refers to the analysis strategies implemented by the managers with a view to attract new customers, but also for the maintenance of the existing, more exactly maintaining those customers who are included in the portfolio company. Conclusion resulting from this material makes a demarcation between the two strategies customer-facing and implemented by company managers, more exactly which is the most important strategy for developing their own business. This Article plays a model for the assessment of customer satisfaction, which is applicable within the framework of a company who wishes to be successful on the market action and be competitive.

  1. Customer Loyalty Measurement at Czech Organizations

    Directory of Open Access Journals (Sweden)

    David Vykydal

    2013-07-01

    Full Text Available All organizations certified against the ISO 9001 requirements must also measure customer satisfaction. But customer loyalty represents quality management system maturity on higher level of objectivity. An purpose of the article is bring set of information on current state analysis of customer loyalty measurement at Czech companies. Principal methodology of this analysis was special field survey and our research too. Results of special research performed through focus groups, based on risk analysis in the field of quality management principles implementation, are presented there as a part of findings. The another important findings show that customer loyalty measurement is mostly underestimated or ignored at Czech organizations. Main reasons of such state are also described. As well as: the first proposal of original methodology how to measure three fundamental types of customer loyalty - advocasy, purchasing and retention loyalty is also included to this article.

  2. A Discourse on Research into Customer Loyalty

    Directory of Open Access Journals (Sweden)

    Neringa Vilkaitė

    2011-07-01

    Full Text Available The problems of customer loyalty are frequently discussed due to the growing importance of customer loyalty in Lithuania and foreign countries. In consequence, the primary purpose of this article was to identify the problems and primary trends of similar surveys. In order to fulfil this task, the author applied the method of content analysis.The accomplished survey has presented that customer loyalty problems are more intensively analyzed in foreign periodic academic journals than in Lithuanian. It was also estimated that the authors, as well as the chosen problems in these articles were mediating during the period from 1 January 2006 to 31 December 2010. It can be stated that in Lithuania, for the most part, customer loyalty surveys are accomplished in mobile com­munications, cosmetics and perfumery, tourism and accommoda­tion sectors. In contrast, in foreign countries, customer loyalty is commonly analyzed in financial services, tourism sectors, etc.Article in Lithuanian

  3. Measuring customer satisfaction in food industry

    Directory of Open Access Journals (Sweden)

    Parisa Akhtari

    2015-03-01

    Full Text Available 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 questionnaire used in this paper has 10 questions on measure customer satisfaction. The results show that responders were satisfied with the visitors and delivery personnel and they were dissatisfied with the firm. In other words hypothesis 1 and 2 were accepted and hypothesis 3 was rejected.

  4. Reverse logistics for recycling: The customer service

    Directory of Open Access Journals (Sweden)

    Reis, E.

    2009-01-01

    Full Text Available Customer service is a central concern in the logistics practice and a study topic in the forward logistics research. This article investigates the elements of customer service and their importance in reverse logistics for recycling. Since consumer is the first intervenient in any reverse system that aims to recycle household residues, the provision of an adequate customer service gains an increased importance. Applying multivariate statistical methods (exploratory factor analysis, confirmatory factor analysis and discriminant analysis to the data from a sample of 267 Portuguese citizens, this study identifies the levels of customer service in this reverse logistics chain and evaluates their relative importance in achieving consumers’ participation. The study finds that, as in forward logistics, the customer service in reverse channels for recycling also has a hard and a soft level, being the former more important than the later. The results of this research suggest important guidelines to improve such a complex logistics service.

  5. ACHIEVING SUSTAINABLE TOURISM THROUGH CUSTOMER SATISFACTION

    Directory of Open Access Journals (Sweden)

    Ispas Roxana

    2012-12-01

    Full Text Available In tourism, hotels play an important role and contribute to the economic growth in cities and other places endowed with attractions which are universally recognized. Two elements are essential in the tourism industry system: product quality and human resources. In terms of quality of the hotel services, that is the one that allows to the tourist enterprise to own a competitive advantage, gain competitive differentiation and reputation among customers by achieving a high degree of customer satisfaction. Hotel customer satisfaction would be impossible if the hotel management does not perform periodic evaluations on customer satisfaction and quality, which are the focus of this paper. Therefore, this paper focuses on customer satisfaction measured by the SERVQUAL model.

  6. Optimizing Web Sites for Customer Retention

    CERN Document Server

    Hahsler, Michael

    2008-01-01

    With customer relationship management (CRM) companies move away from a mainly product-centered view to a customer-centered view. Resulting from this change, the effective management of how to keep contact with customers throughout different channels is one of the key success factors in today's business world. Company Web sites have evolved in many industries into an extremely important channel through which customers can be attracted and retained. To analyze and optimize this channel, accurate models of how customers browse through the Web site and what information within the site they repeatedly view are crucial. Typically, data mining techniques are used for this purpose. However, there already exist numerous models developed in marketing research for traditional channels which could also prove valuable to understanding this new channel. In this paper we propose the application of an extension of the Logarithmic Series Distribution (LSD) model repeat-usage of Web-based information and thus to analyze and op...

  7. Automated DNA extraction from pollen in honey.

    Science.gov (United States)

    Guertler, Patrick; Eicheldinger, Adelina; Muschler, Paul; Goerlich, Ottmar; Busch, Ulrich

    2014-04-15

    In recent years, honey has become subject of DNA analysis due to potential risks evoked by microorganisms, allergens or genetically modified organisms. However, so far, only a few DNA extraction procedures are available, mostly time-consuming and laborious. Therefore, we developed an automated DNA extraction method from pollen in honey based on a CTAB buffer-based DNA extraction using the Maxwell 16 instrument and the Maxwell 16 FFS Nucleic Acid Extraction System, Custom-Kit. We altered several components and extraction parameters and compared the optimised method with a manual CTAB buffer-based DNA isolation method. The automated DNA extraction was faster and resulted in higher DNA yield and sufficient DNA purity. Real-time PCR results obtained after automated DNA extraction are comparable to results after manual DNA extraction. No PCR inhibition was observed. The applicability of this method was further successfully confirmed by analysis of different routine honey samples. Copyright © 2013 Elsevier Ltd. All rights reserved.

  8. The Significance of Multivalent Bonding Motifs and “Bond Order” in DNA-Directed Nanoparticle Crystallization

    Energy Technology Data Exchange (ETDEWEB)

    Thaner, Ryan V.; Eryazici, Ibrahim; Macfarlane, Robert J.; Brown, Keith A.; Lee, Byeongdu; Nguyen, SonBinh T.; Mirkin, Chad A.

    2016-05-18

    Multivalent oligonucleotide-based bonding elements have been synthesized and studied for the assembly and crystallization of gold nanoparticles. Through the use of organic branching points, divalent and trivalent DNA linkers were readily incorporated into the oligonucleotide shells that define DNA-nanoparticles and compared to monovalent linker systems. These multivalent bonding motifs enable the change of "bond strength" between particles and therefore modulate the effective "bond order." In addition, the improved accessibility of strands between neighboring particles, either due to multivalency or modifications to increase strand flexibility, gives rise to superlattices with less strain in the crystallites compared to traditional designs. Furthermore, the increased availability and number of binding modes also provide a new variable that allows previously unobserved crystal structures to be synthesized, as evidenced by the formation of a thorium phosphide superlattice.

  9. Get inside the lives of your customers.

    Science.gov (United States)

    Seybold, P B

    2001-05-01

    Many companies have become adept at the art of customer relationship management. They've collected mountains of data on preferences and behavior, divided buyers into ever-finer segments, and refined their products, services, and marketing pitches. But all too often those efforts are too narrow--they concentrate only on the points where the customer comes into contact with the company. Few businesses have bothered to look at what the author calls the customer scenario--the broad context in which customers select, buy, and use products and services. As a result, consultant Patricia Seybold maintains, they've routinely missed chances to deepen loyalty and expand sales. In this article, the author shows how effective three very different companies have been at using customer scenarios as the centerpiece of their marketing plans. Chip maker National Semiconductor looked beyond the purchasing agents that buy in bulk to find ways to make it easier for engineers to design National's components into their specifications for mobile telephones. Each time they do so, it translates into millions of dollars in orders. By developing a customer scenario that describes how people actually shop for groceries, Tesco learned the importance of decentralizing its Web shopping site and how the extra costs of decentralization could be outweighed by the higher profit margins on-line customers generate. And Buzzsaw.com used customer scenarios as the basis for its entire business. It has used the Web to create a better way for the dozens of participants in a construction project to share their drawings and manage their projects. Seybold lays out the steps managers can take to develop their own customer scenarios. By thinking broadly about the challenges your customers face, she suggests, you can almost always find ways to make their lives easier--and thus earn their loyalty.

  10. Customer value propositions in business markets.

    Science.gov (United States)

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

    2006-03-01

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

  11. Application of K-Means Algorithm for Efficient Customer Segmentation: A Strategy for Targeted Customer Services

    Directory of Open Access Journals (Sweden)

    Chinedu Pascal Ezenkwu

    2015-10-01

    Full Text Available The emergence of many business competitors has engendered severe rivalries among competing businesses in gaining new customers and retaining old ones. Due to the preceding, the need for exceptional customer services becomes pertinent, notwithstanding the size of the business. Furthermore, the ability of any business to understand each of its customers’ needs will earn it greater leverage in providing targeted customer services and developing customised marketing programs for the customers. This understanding can be possible through systematic customer segmentation. Each segment comprises customers who share similar market characteristics. The ideas of Big data and machine learning have fuelled a terrific adoption of an automated approach to customer segmentation in preference to traditional market analyses that are often inefficient especially when the number of customers is too large. In this paper, the k-Means clustering algorithm is applied for this purpose. A MATLAB program of the k-Means algorithm was developed (available in the appendix and the program is trained using a z-score normalised two-feature dataset of 100 training patterns acquired from a retail business. The features are the average amount of goods purchased by customer per month and the average number of customer visits per month. From the dataset, four customer clusters or segments were identified with 95% accuracy, and they were labeled: High-Buyers-Regular-Visitors (HBRV, High-Buyers-Irregular-Visitors (HBIV, Low-Buyers-Regular-Visitors (LBRV and Low-Buyers-Irregular-Visitors (LBIV.

  12. Customer Lifetime Value: Value Analysis of Customers for a Cellular Phone Operator - The Vivo Case

    Directory of Open Access Journals (Sweden)

    Jorge Brantes Ferreira

    2012-12-01

    Full Text Available The objective of this study is to evaluate customer value for a mobile operator (VIVO, based on the Customer Lifetime Value model (CLV, with the purpose of analyzing how the Brazilian mobile operators‟ industry evaluates its customers and the impact this evaluation might have on retaining customers, especially among those considered to be highly valuable. Supported by the company's annual report and internally collected data, CLV calculations were developed in order to understand how the company's handset subsidies policy could be structured around customer value. The results of this case study show clear differences in value between customer segments, indicating that visions of value and customer management present in the literature are important steps to increase a firm's value strategic management. 

  13. CUSTOMERS' EXPECTATIONS AND EXPERIENCES WITHIN CHOSEN ASPECTS OF LOGISTIC CUSTOMER SERVICE QUALITY

    Directory of Open Access Journals (Sweden)

    Marta Kadłubek

    2015-06-01

    Full Text Available The article presents chosen aspects of logistic customer service quality. In the first part of the paper, the authors describe theoretical issues of logistics service quality and Servqual method. The reference of chosen theoretical aspects of logistic service quality in relation to Servqual method and their presentation and analysis afterwards on practical example is the main aim of the article. Customers' expectations and experiences towards the logistics customer service were examined as two fundamental areas which allow for recognizing the quality aspects of the customer service in commercial cargo motor transport enterprises. Evaluation of the level of customers' expectations and perception toward particular elements of logistic customer service offered to 294 customers by 147 Polish commercial cargo motor transport enterprises was realized.

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

    Directory of Open Access Journals (Sweden)

    Tanveer ASLAM

    2015-05-01

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

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

    OpenAIRE

    Tuulia Nikunen; Martti Saarela; Eeva-Liisa Oikarinen; Matti Muhos; Lari Isohella

    2017-01-01

    Abstract The digital marketing environment is changing rapidly, and, for micro-enterprises, digital marketing is currently a vitally important opportunity. Attracting customers, engaging customers’ interest and participation, retaining customers, learning customers’ preferences and relating to customers are key strategies in building strong customer relationships. However, many enterprises ignore longer-term aspects of managing customer relationships. The study sought to contribute t...

  16. 76 FR 71591 - Notice of Revocation of Customs Broker Licenses

    Science.gov (United States)

    2011-11-18

    ... SECURITY Bureau of Customs and Border Protection Notice of Revocation of Customs Broker Licenses AGENCY: Bureau of Customs and Border Protection, U.S. Department of Homeland Security. ACTION: Customs broker... Federal Regulations at section 111.30(d), the following Customs broker licenses are revoked...

  17. 78 FR 48458 - Notice of Reinstatement of Customs Broker License

    Science.gov (United States)

    2013-08-08

    ... SECURITY U.S. Customs and Border Protection Notice of Reinstatement of Customs Broker License AGENCY: U.S. Customs and Border Protection, Department of Homeland Security. ACTION: Reinstatement of customs broker license. SUMMARY: Notice is hereby given that a customs broker's license has been...

  18. 19 CFR 12.42 - Findings of Commissioner of Customs.

    Science.gov (United States)

    2010-04-01

    ... 19 Customs Duties 1 2010-04-01 2010-04-01 false Findings of Commissioner of Customs. 12.42 Section 12.42 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY; DEPARTMENT... Labor § 12.42 Findings of Commissioner of Customs. (a) If any port director or other principal...

  19. 19 CFR 122.5 - Reproduction of Customs forms.

    Science.gov (United States)

    2010-04-01

    ... 19 Customs Duties 1 2010-04-01 2010-04-01 false Reproduction of Customs forms. 122.5 Section 122.5 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY; DEPARTMENT OF THE TREASURY AIR COMMERCE REGULATIONS General Definitions and Provisions § 122.5 Reproduction of Customs...

  20. 19 CFR 151.54 - Testing by Customs laboratory.

    Science.gov (United States)

    2010-04-01

    ... 19 Customs Duties 2 2010-04-01 2010-04-01 false Testing by Customs laboratory. 151.54 Section 151.54 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY; DEPARTMENT OF... Other Metal-Bearing Materials § 151.54 Testing by Customs laboratory. Samples taken in accordance...

  1. 19 CFR 181.114 - Customs response to request.

    Science.gov (United States)

    2010-04-01

    ... 19 Customs Duties 2 2010-04-01 2010-04-01 false Customs response to request. 181.114 Section 181.114 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY; DEPARTMENT OF... Decisions § 181.114 Customs response to request. (a) Time for response. The port director will issue...

  2. 76 FR 1626 - Customs Brokers User Fee Payment for 2011

    Science.gov (United States)

    2011-01-11

    ... SECURITY U.S. Customs and Border Protection Customs Brokers User Fee Payment for 2011 AGENCY: Customs and... provides notice to customs brokers that the annual fee of $138 that is assessed for each permit held by a..., 2011. Customs and Border Protection announces this date of payment for 2011 in accordance with the...

  3. 19 CFR 191.152 - Merchandise released from Customs custody.

    Science.gov (United States)

    2010-04-01

    ... 19 Customs Duties 2 2010-04-01 2010-04-01 false Merchandise released from Customs custody. 191.152 Section 191.152 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY; DEPARTMENT OF THE TREASURY (CONTINUED) DRAWBACK Merchandise Exported From Continuous Customs Custody §...

  4. 19 CFR 12.62 - Enforcement; duties of Customs officers.

    Science.gov (United States)

    2010-04-01

    ... 19 Customs Duties 1 2010-04-01 2010-04-01 false Enforcement; duties of Customs officers. 12.62 Section 12.62 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY...; duties of Customs officers. (a) In accordance with the authority contained in sections 10 and 12 of...

  5. 19 CFR 151.70 - Method of sampling by Customs.

    Science.gov (United States)

    2010-04-01

    ... 19 Customs Duties 2 2010-04-01 2010-04-01 false Method of sampling by Customs. 151.70 Section 151.70 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY; DEPARTMENT OF... Method of sampling by Customs. A general sample shall be taken from each sampling unit, unless it is...

  6. 19 CFR 191.37 - Destruction under Customs supervision.

    Science.gov (United States)

    2010-04-01

    ... 19 Customs Duties 2 2010-04-01 2010-04-01 false Destruction under Customs supervision. 191.37 Section 191.37 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY... Customs supervision. A claimant may destroy merchandise and obtain unused merchandise drawback...

  7. 19 CFR 191.164 - Return to Customs custody.

    Science.gov (United States)

    2010-04-01

    ... 19 Customs Duties 2 2010-04-01 2010-04-01 false Return to Customs custody. 191.164 Section 191.164 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY; DEPARTMENT OF THE... to Sample or Specifications § 191.164 Return to Customs custody. There is no time limit for...

  8. 19 CFR 122.30 - Other Customs laws and regulations.

    Science.gov (United States)

    2010-04-01

    ... 19 Customs Duties 1 2010-04-01 2010-04-01 false Other Customs laws and regulations. 122.30 Section 122.30 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY; DEPARTMENT OF THE TREASURY AIR COMMERCE REGULATIONS Private Aircraft § 122.30 Other Customs laws and...

  9. 78 FR 48460 - Notice of Revocation of Customs Broker License

    Science.gov (United States)

    2013-08-08

    ... SECURITY U.S. Customs and Border Protection Notice of Revocation of Customs Broker License AGENCY: U.S. Customs and Border Protection, Department of Homeland Security. ACTION: Notice of revocation of a customs broker license. SUMMARY: Notice is hereby given that a customs broker license is being revoked...

  10. 19 CFR 114.2 - Customs Conventions and Agreements.

    Science.gov (United States)

    2010-04-01

    ... 19 Customs Duties 1 2010-04-01 2010-04-01 false Customs Conventions and Agreements. 114.2 Section 114.2 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY; DEPARTMENT OF THE TREASURY CARNETS General Provisions § 114.2 Customs Conventions and Agreements....

  11. 19 CFR 191.153 - Continuous Customs custody.

    Science.gov (United States)

    2010-04-01

    ... 19 Customs Duties 2 2010-04-01 2010-04-01 false Continuous Customs custody. 191.153 Section 191.153 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY; DEPARTMENT OF THE TREASURY (CONTINUED) DRAWBACK Merchandise Exported From Continuous Customs Custody §...

  12. 27 CFR 26.303 - Customs inspection and release.

    Science.gov (United States)

    2010-04-01

    ... 27 Alcohol, Tobacco Products and Firearms 1 2010-04-01 2010-04-01 false Customs inspection and... Customs Custody to Internal Revenue Bond § 26.303 Customs inspection and release. The customs officer.... If the spirits are in a bulk conveyance, the customs officer shall record the elements of his...

  13. 76 FR 71584 - Notice of Revocation of Customs Broker Licenses

    Science.gov (United States)

    2011-11-18

    ... SECURITY U.S. Customs and Border Protection Notice of Revocation of Customs Broker Licenses AGENCY: U.S. Customs and Border Protection, U.S. Department of Homeland Security. ACTION: Customs broker license... of the Code of Federal Regulations at Sec. 111.30(d), the following Customs broker licenses...

  14. 78 FR 48456 - Notice of Cancellation of Customs Broker Licenses

    Science.gov (United States)

    2013-08-08

    ... SECURITY U.S. Customs and Border Protection Notice of Cancellation of Customs Broker Licenses AGENCY: U.S. Customs and Border Protection, Department of Homeland Security. ACTION: Customs broker license cancellations. SUMMARY: Notice is hereby given that the customs broker licenses and any and all...

  15. 76 FR 65741 - Customs Brokers User Fee Payment for 2012

    Science.gov (United States)

    2011-10-24

    ... SECURITY Customs and Border Protection Customs Brokers User Fee Payment for 2012 AGENCY: Customs and Border... to customs brokers that the annual fee of $138 that is assessed for each permit held by a broker.... Customs and Border Protection announces this date of payment for 2012 in accordance with the Tax...

  16. 19 CFR 134.54 - Articles released from Customs custody.

    Science.gov (United States)

    2010-04-01

    ... 19 Customs Duties 1 2010-04-01 2010-04-01 false Articles released from Customs custody. 134.54 Section 134.54 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY... released from Customs custody. (a) Demand for liquidated damages. If within 30 days from the date of...

  17. 19 CFR 146.61 - Constructive transfer to Customs territory.

    Science.gov (United States)

    2010-04-01

    ... 19 Customs Duties 2 2010-04-01 2010-04-01 false Constructive transfer to Customs territory. 146.61 Section 146.61 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY... Constructive transfer to Customs territory. The port director shall accept receipt of any entry in proper...

  18. 77 FR 74201 - Customs Brokers User Fee Payment for 2013

    Science.gov (United States)

    2012-12-13

    ... SECURITY U.S. Customs and Border Protection Customs Brokers User Fee Payment for 2013 AGENCY: U.S. Customs... provides notice to customs brokers that the annual fee of $138 that is assessed for each permit held by a..., 2013. U.S. Customs and Border Protection announces this date of payment for 2013 in accordance with...

  19. 19 CFR 141.41 - Surety on Customs bonds.

    Science.gov (United States)

    2010-04-01

    ... 19 Customs Duties 2 2010-04-01 2010-04-01 false Surety on Customs bonds. 141.41 Section 141.41 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY; DEPARTMENT OF THE TREASURY (CONTINUED) ENTRY OF MERCHANDISE Powers of Attorney § 141.41 Surety on Customs bonds. Powers...

  20. 19 CFR 101.2 - Authority of Customs officers.

    Science.gov (United States)

    2010-04-01

    ... 19 Customs Duties 1 2010-04-01 2010-04-01 false Authority of Customs officers. 101.2 Section 101.2 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY; DEPARTMENT OF THE TREASURY GENERAL PROVISIONS § 101.2 Authority of Customs officers. (a) Supremacy of delegated...

  1. 19 CFR 142.14 - Delinquent payment of Customs bills.

    Science.gov (United States)

    2010-04-01

    ... 19 Customs Duties 2 2010-04-01 2010-04-01 false Delinquent payment of Customs bills. 142.14 Section 142.14 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY... of Customs bills. The following procedure shall be followed if an importer is substantially...

  2. 19 CFR 181.33 - Customs processing procedures.

    Science.gov (United States)

    2010-04-01

    ... 19 Customs Duties 2 2010-04-01 2010-04-01 false Customs processing procedures. 181.33 Section 181.33 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY; DEPARTMENT OF....33 Customs processing procedures. (a) Status determination. After receipt of a post-importation...

  3. 19 CFR 142.26 - Delinquent payment of Customs bills.

    Science.gov (United States)

    2010-04-01

    ... 19 Customs Duties 2 2010-04-01 2010-04-01 false Delinquent payment of Customs bills. 142.26 Section 142.26 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY... Delinquent payment of Customs bills. The following procedures shall be followed if an importer...

  4. 78 FR 77140 - Customs Brokers User Fee Payment for 2014

    Science.gov (United States)

    2013-12-20

    ... SECURITY U.S. Customs and Border Protection Customs Brokers User Fee Payment for 2014 AGENCY: U.S. Customs... provides notice to customs brokers that the annual fee of $138 that is assessed for each permit held by a..., 2014. U.S. Customs and Border Protection announces this date of payment for 2014 in accordance with...

  5. 19 CFR 147.43 - Entry under the Customs laws.

    Science.gov (United States)

    2010-04-01

    ... 19 Customs Duties 2 2010-04-01 2010-04-01 false Entry under the Customs laws. 147.43 Section 147.43 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY; DEPARTMENT OF... the Customs laws. (a) Payment of duties and taxes. Any applicable duties and internal revenue taxes...

  6. 19 CFR 146.13 - Customs forms and procedures.

    Science.gov (United States)

    2010-04-01

    ... 19 Customs Duties 2 2010-04-01 2010-04-01 false Customs forms and procedures. 146.13 Section 146.13 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY; DEPARTMENT OF THE TREASURY (CONTINUED) FOREIGN TRADE ZONES General Provisions § 146.13 Customs forms and...

  7. 19 CFR 122.181 - Definition of Customs security area.

    Science.gov (United States)

    2010-04-01

    ... 19 Customs Duties 1 2010-04-01 2010-04-01 false Definition of Customs security area. 122.181 Section 122.181 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY; DEPARTMENT OF THE TREASURY AIR COMMERCE REGULATIONS Access to Customs Security Areas § 122.181 Definition...

  8. Customer complaints: a managed care firm's best weapon in CQI.

    Science.gov (United States)

    Polonski, G J

    1995-01-01

    Encouraging customer feedback and developing an automated customer complaint system are two essential steps a health plan must take if it wishes to develop a balanced relationship with the customer. The author explores how the right attitude and appropriate action can ensure that both customers and the company reap the benefits of a comprehensive customer complaint system.

  9. Bringing customers into the boardroom.

    Science.gov (United States)

    McGovern, Gail J; Court, David; Quelch, John A; Crawford, Blair

    2004-11-01

    Misguided marketing strategies have destroyed more shareholder value than shoddy accounting or shady fiscal practices. Yet marketing functions typically reside deep in the organization, far from the executive suite and boardroom, and they are often poorly aligned with corporate strategy. Boards of directors, it would seem, have compelling reasons to monitor their companies' marketing activities. The authors argue that boards lack a clear understanding of how their companies are meeting customers' needs and how their marketing strategies drive (or often fail to drive) top-line growth. To help remedy that problem, they've devised a "marketing dashboard," a series of management reports that could give the board this critical knowledge. The dashboard has three parts, each of which the board should review regularly. The first part tracks the company's main business drivers--those business conditions that, when manipulated or otherwise changed, will directly and predictably affect the company's performance. The second part describes the specific innovations in a pipeline of growth ideas that will allow the company to reach its short- and long-term revenue goals. And the third part provides an overview of the company's marketing skill set so the board can determine not only if the company has enough marketing talent but also if it has the right marketing talent. Unlike isolated measures of marketing performance that are often insufficient, irrelevant, or misleading, the dashboard allows the board to quickly and routinely assess the effectiveness of its company's marketing strategies. Armed with a clear understanding of marketing's role and performance, the board can expose inadequate marketing campaigns, direct management to address the problem, and monitor progress.

  10. ROLE OF DEMANDING CUSTOMER: THE INFLUENCE OF UTILITARIAN AND HEDONIC VALUES ON LOYALTY CUSTOMER

    Directory of Open Access Journals (Sweden)

    Purwanto

    2015-01-01

    Full Text Available This study aims to examine and analyze the influence of Utilitarian Value, Hedonic Value on Customer Satisfaction and Loyalty with Demanding Customers Moderation among customers of Modern Café in Surabaya. This study was conducted at the modern coffee bar (coffee shop customers in Surabaya. In accordance with the data obtained from the Department of Tourism Surabaya, there are 14 modern coffee shop with 41 stands scattered in Surabaya. Sample used in this study is modern coffee bar customers (coffee shop in Surabaya that is 600 persons, sampling techniques is using non -probability sampling, that is with accidental sampling that encountered by the researcher while visiting modern coffee shop and the determination of respondents numbers in each shop coffee is determined by using percentage based on the number of coffee shops in Surabaya. Techniques of analysis in this study is using Structural Equation Modeling (SEM with AMOS 19 program. The conclusion of this study result are : t utilitarian value does not have significant influence on customer satisfaction at the modern coffee shop. Hedonic value has significant influence on customer satisfaction in a modern coffee shop. Demanding customer does not moderate the influence of utilitarian value on customer's satisfaction at the modern coffee shop. Demanding customers moderates the influence of hedonic value on customer satisfaction in a modern coffee shop. Satisfaction significantly influence customer loyalty of modern coffee shop. Utilitarian value has no significant influence on customer loyalty in modern coffee shop. Hedonic value has significant influence on customer loyalty in modern coffee shop.

  11. European Union Customs Union And The Upgraded Customs Code Of The European Union

    Directory of Open Access Journals (Sweden)

    Olga M. Mesheriakova

    2015-03-01

    Full Text Available In the present article author analyzes the institutional framework of the Customs Union of the EU and the modernized Customs Code of the EU. Since the establishment of the European Economic Community in 1957 the Customs Union became the main aim of proximal development of the integration process, because without the customs union was not possible to form a common market, establishment of which was at that time the main task of the European Economic Community. The EU Customs Union formed gradually with the deepening integration, so all the difficulties of the European integration process have left their imprint on the formation of the customs union. In the study author notes that issues related to the decision-making mechanism in the field of customs cooperation defined in acts of primary EU law, because the order of the ordinary legislative procedure prescribed in detail in the Treaty on the Functioning of the European Union. Author also notes that the special position among the rules to modernize the EU Customs Code occupies rules aimed at regulating the customs debt and guarantees. The provisions of the new Customs Code (Section 3 of the modernized Customs Code EU cover the following stages of the free movement of goods within the European Union. In conclusion, author notes that all matters relating to customs policy of the European Union are regulated in the founding treaties and the rules of the Customs Code only detail the provisions of the EU founding treaties. Author also concludes that the application of the modernized Customs Code of the European Union outside the context of the founding treaties of the European Union is impossible.

  12. Bank Value: Comparing Customer and Employee Perceptions

    Directory of Open Access Journals (Sweden)

    Jelena Titko

    2012-06-01

    Full Text Available In the modern competitive environment, banks create the value generally using the relational capital. Thus, customer satisfaction and loyalty are the main components of bank success in a market. In turn, customer satisfaction is affected by bank service quality that determines bank’s value perceived by clients. The main goal of the research is to determine factors affecting bank value perceived by customers to examine the gaps in customers’ and employees’ perceptions of these factors. The goal of the paper is to prepare a theoretical basis for the survey and to describe and theoretically validate the design of the research instrument. To achieve the goal the brief literature review was conducted in the fields of relationship value management, service quality and customer buying behaviour. The statements of the questionnaire were developed based on Kotler’s concept of a customer perceived value and different variations of the SERVQUAL model. To purify the developed questionnaires, the authors conducted focus group interview. We believe that bank performance depends directly on the bank’s ability to capture and retain clients and on customer-employee relationships. Thus, it is crucial to know factors affecting customer perceived bank value. Using our developed instrument it is possible to measure the level of service quality in Latvian banks and to examine the difference between customers’ and employees’ viewpoints on the quality of bank services.

  13. Effect of Customer Satisfaction on Company Performance

    Directory of Open Access Journals (Sweden)

    Petr Suchánek

    2015-01-01

    Full Text Available The subject of this article is customer satisfaction and its impact on company performance through satisfaction with its products, including a comparison with the competition. Research was conducted in search of factors which affect customer satisfaction on the one hand and the performance of the company on the other hand. We constructed a model explaining what specific factors (affecting customer satisfaction have an impact on the performance of a company. This model can help management to better run the business and achieve higher performance. The article is based on research that focused on companies in the food industry in Czech Republic and on their customers. First, we found the financial performance of surveyed companies (based on indicators ROA, ROE and assets turnover and on this basis they have been divided on companies efficient and inefficient. Furthermore factors were identified (based on previous research of authors that have an impact on customer satisfaction (among these factors include product quality, customer requirements for product, comparison with competitive products, etc.. With the use of non-parametric statistical methods, logistic regression and discriminant analysis was analyzed, what factors affecting customer satisfaction also affect business performance.

  14. Determining customer satisfaction in anatomic pathology.

    Science.gov (United States)

    Zarbo, Richard J

    2006-05-01

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

  15. AutoCAD platform customization autolisp

    CERN Document Server

    Ambrosius, Lee

    2014-01-01

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

  16. CUSTOMERS CATEGORIES AND TYPES OF BANKING SERVICES

    Directory of Open Access Journals (Sweden)

    DANIELA SIMONA DIMITRIU

    2012-01-01

    Full Text Available For a bank it is advantageous to have different types of clients because, as will receive deposits and provide loans for both business and individuals. The difference between the interest charged by banks and they are paid gross banking profit, following recovery, by the bank, business development potential offered by customers, resulting in advantages for both bank and customer. Customer benefits can be considered: the safety of deposits held at banks; interest received for them; that the money held in bank accounts can be returned at any time upon request; transfers of money to them, instead of wearing them large sums of cash.

  17. Analysing Customer Opinions with Text Mining Algorithms

    Science.gov (United States)

    Consoli, Domenico

    2009-08-01

    Knowing what the customer thinks of a particular product/service helps top management to introduce improvements in processes and products, thus differentiating the company from their competitors and gain competitive advantages. The customers, with their preferences, determine the success or failure of a company. In order to know opinions of the customers we can use technologies available from the web 2.0 (blog, wiki, forums, chat, social networking, social commerce). From these web sites, useful information must be extracted, for strategic purposes, using techniques of sentiment analysis or opinion mining.

  18. DATA MINING IN CUSTOMER RELATIONSHIP MANAGEMENT

    Directory of Open Access Journals (Sweden)

    Vasile-Bogdan Arcanu

    2011-06-01

    Full Text Available In the context of millennium development business, speed and adaptability to change are the key words. So to meet increasingly strong competition, information, transmitted in real time, enable companies to anticipate their customers needs and developments in the global market. Organizations now find that Peter Drucker was a visionary in the center saying that any company is customer strategy. The new economy requires strong and lasting relationships with customers, how to manage them with new information technologies is a major element of increased competitiveness of firms.

  19. Postponement in Mass Customization: A Literature Review

    Institute of Scientific and Technical Information of China (English)

    王海军; 马士华; 周晓

    2003-01-01

    Mass customization (MC) is emerging as a competitive advantage of firms with the intensified competition and economic globalization.As a key feature of MC,postponement strategy postpones activities in the supply chain until customer orders are received.This article provides a review of the literature on postponement from perspectives of research content and methodology.Taking postponement as a supply chain concept,this article specifically reclassifies the postponement applications according to the positioning of the customer order decoupling point (CODP) in the supply chain.Future directions for postponement research are also suggested in this article.

  20. Customization and Upgrade of ERP systems

    DEFF Research Database (Denmark)

    Dittrich, Yvonne; Vaucouleur, Sebastien

    An increasing number of software systems are developed by customizing a standard product that provides the major part of the functionality. The customizations of Enterprise  Resource Planning systems are examples of such a practice. Nonetheless, little empirical research on the specific...... characteristic of this kind of software development is available. Do the recommendations for “normal” software development also apply in this case? We present an empirical study on ERP customization practices based on video recordings, interviews and a survey. The observed and reported practices challenge some...

  1. Risk mapping in the customs field

    Directory of Open Access Journals (Sweden)

    Emilia Iordache

    2008-12-01

    Full Text Available One of customs main tasks is to assess risks in the flow of goods. Risks are those factors that could influence Customs objectives. In pursuing those objectives it is important to have good knowledge of the risks that we face and the impact they might have on the objectives. The Customs administrations in the Member Stateshave opted to base the control on economic operators on the basis of risk management.The purpose of using risk management is to aim Customs’ control activities on risks rather then on random selected aspects or declarations.

  2. Integrating SERVQUAL with national customer satisfaction indices

    DEFF Research Database (Denmark)

    Kristensen, Kai; Eskildsen, Jacob Kjær

    2008-01-01

    The focus of this study is to integrate SERVQUAL with a national customer satisfaction index in this context the EPSI Rating framework. The data for this study comes from the Danish Customer Satisfaction Index 2007. Here app. 1700 customers have evaluated there preferred bank. The questionnaire...... consists of two parts: the basic EPSI statement as well as 15 statements covering the 5 dimension from SERVQUAL. The results show that the importance of the 5 dimensions differs substantially among the different companies and that there is a clear link to overall satisfaction....

  3. An Examination of Customer Misbehaviour in Malaysia

    OpenAIRE

    Chong, Wai Yip

    2007-01-01

    The aim of the research is to identify the common traits of customer misbehaviour and the motives behind such deviant acts in Malaysia. It is also aims to find out which service industries are prone to customer misbehaviour. Services have become part of everyone’s life, be it going to the cinema, taking a train, or dining in the restaurant. Customers that are physically present in the service area for consumption of goods and services are given the opportunity to misbehave, be it in the form ...

  4. Practices around Customization of Standard Systems

    DEFF Research Database (Denmark)

    Dittrich, Yvonne; Vaucouleur, Sebastien

    2008-01-01

    More and more software systems are developed by customizing a standard product that provide the major part of the functionality. The customization of Enterprise Resource Planning systems is such a product based software development practice. Little empirical research on the specificities...... of these software development practices is available. We present an empirical study on customization practices based on video recordings, interviews and a survey. The observed and reported practices challenge some of the principles of software engineering. Based on the analysis, we discuss the specificity...

  5. 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.

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

    Science.gov (United States)

    Paulins, V, Ann

    2000-01-01

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

  7. Stable isotope customer list and summary of shipments - FY 1978

    Energy Technology Data Exchange (ETDEWEB)

    Davis, W.C. (comp.)

    1979-05-01

    This compilation is divided into four sections: alphabetical lists of customers, of isotopes (cross-referenced to customer numbers), and of states and countries (cross-referenced to customer numbers), and a tabulation of the shipments of each isotope. (DLC)

  8. AN INVESTIGATION ON THE CUSTOMER RELATIONSHIP MANAGEMENT IN FURNITURE STORES

    Directory of Open Access Journals (Sweden)

    İlker Akyüz

    2004-11-01

    Full Text Available The most valuable thing for corporations is customers in today’s competitive environment. The evaluation obtained with suitable methodology is important vitally in the success of customer relationship management systems applied for the continuous customer satisfaction and devotion. Continuous customer satisfaction, development of communication skills with customers, caring with customers’ desires and compliments before and after sale just in sale time, development of the quality of services being offered to the customers is dependent on the determining customer problems closely and giving customer focused services. In this study, it was tried to reveal the customer relationship management, communication with customer, customer focused sale offered before, after and just in sale time in some furniture stores located in Trabzon. It was found that the furniture stores in Trabzon have been generally trying to give customer focused sale services

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

    Science.gov (United States)

    Paulins, V, Ann

    2000-01-01

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

  10. customer-teller scheduling system for optimizing banks service

    African Journals Online (AJOL)

    Customer satisfaction is a concern to service industries as customers expect to be served promptly ... els Bank Teller scheduling system for optimizing a Banks customer service. The ...... of Terminology, Trends and Application to. Pharmacy ...

  11. Provider Customer Service Program - Performance Data

    Data.gov (United States)

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

  12. Customer/User Workshops in Product development

    DEFF Research Database (Denmark)

    Brandt, Eva; Binder, Thomas

    1997-01-01

    In a recent product development project, we have taken part in establishing and organising a series of workshops with a group of customers/users of a future product line through out the development project. The workshops is a kind of informal meetingplace for engineering, marketing, customers......, and users where different needs, preferences, and interests can be discussed. Bringing together stakeholders with different experiences and competencies can provide a highly innovative setting if we are succesful in establishing common understandings of the development task.In this paper we present...... and discuss experiences with this kind of collaborative fora. We have tried to demonstrate that having an on-going dialogue with users/customers also during detailed design in not only a means to keep 'the voive of the customer alive'. We have found that the workshops have an important impact on securing...

  13. Informedness and Customer-Centric Revenue management

    NARCIS (Netherlands)

    T. Li (Ting)

    2009-01-01

    textabstractThe recent pervasive adoption of modern IT in the marketplace has profoundly changed information availability to customers and firms. This improved information endowment results in changes in consumer behavior and corporate strategy. This dissertation proposes new theoretical perspective

  14. Service quality and switching behavior of customers

    Directory of Open Access Journals (Sweden)

    Arup Kumar Baksi

    2011-10-01

    Full Text Available The dimensions of service quality and their relationship with the behavioral pattern of customers have received immense importance in the banking sector. The relational impact of service quality on customers’ propensity to switch from their banking service provider, is therefore, very much relevant. Empirical studies have revealed that there is a significant relationship between retention of customers and profitability. Therefore, to have an understanding of the behavioral pattern of the customers with respect to their intention to defect from their bank is financially justified. This paper investigates the relationship between service quality and switching behavior of customers in the context of the largest nationalized bank of India –State Bank of India (SBI for two of their branches in sub-urban West Bengal namely Bolpur and Santiniketan.

  15. Customer-based collection development an overview

    CERN Document Server

    2014-01-01

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

  16. Generating Innovation Opportunities - Exploring Unexpressed Customer Knowledge

    DEFF Research Database (Denmark)

    Kallio, Anne; Bergenholtz, Carsten

    2009-01-01

    to an in-depth search in relation to customers, since salespeople possess rich knowledge of the customers. However, organisations do not pay adequate attention to the rich knowledge rising from the salespeople's experience and precognition. The paper answers the following question: How can a company...... with customers. The acquired understanding is then shared in a community of practice consisting of salespeople and managers in a core group, and production personnel in a peripheral group.......This study focuses on how a company can generate innovation opportunities by exploring unexpressed customer knowledge. In an open innovation paradigm, exploration can be performed via an in-depth or broad search of resources beyond organisational boundaries. Salespeople are an essential channel...

  17. Measuring customer satisfaction using SERQUAL survey

    Directory of Open Access Journals (Sweden)

    Ardeshir Tajzadeh Namin

    2012-04-01

    Full Text Available The focus of this research is on assessing the quality of services of Tehran’s Saman bank and the available gap between customer’s expectation and perception. Also the relationship between customer’s satisfaction and each dimension of service quality (ie: reliability, tangibility, responsiveness, assurance and empathy and ranking them accordingly, is investigated. The statistical population of this research is consisted of Tehran’s Saman bank customers. The research methods of this study are descriptive-survey as well as correlation. The statistical approaches of this study are correlation, t-student as well as Friedman tests. The results from a sample of 276, shows the service quality dimensions affect customers' perception based on SERQUAL. In addition, there are significant relationship between customers' perception and their satisfaction of the offered services. However, there are negative gaps between customers' perception and their level of expectation.

  18. Customs and Desirable after Childbirth, in Islam

    Directory of Open Access Journals (Sweden)

    Gholamreza Khademi

    2016-01-01

    Full Text Available Children are a precious gift from God, and the blessing of a child is a special time in a person's life. All cultures and religious traditions have certain ways of welcoming a newborn child into the community; also, each culture and religion has its own customs and traditions for the birth of a child. During and after the birth of a Muslim child, there are certain rituals the mother and father must perform. Some of these traditions are culturally inspired, and others are performed according to passages in the Nobel Quran that detail the appropriate actions after childbirth. We explain some of these customs which include: Birth customs (the Adhan, Male circumcision, Aqiqah, Shaving the hair, Congratulate and Walīmah; Muslim baby names and Breastfeeding. There are a number of birth customs common to Muslims, an appreciation of which provides unique insights into the lives of Muslims.

  19. Beyond the Voice of the Customer

    DEFF Research Database (Denmark)

    Goffin, Keith; Varnes, Claus; van der Hoven, Chris

    2012-01-01

    are by their nature intangible. One of the most promising approaches to generating a deeper customer understanding is ethnographic market research, which adopts ideas from ethnography, the set of tools social scientists use to study tribal cultures. These techniques can provide deep customer insights......Although the importance of integrating the voice of the customer into new product development is almost universally accepted, the techniques used by many organizations to identify customers' needs have stagnated. The most commonly used techniques, focus groups and surveys (including both interviews......, but their application to new product development is not well studied. We explain the key elements of ethnographic market research, present four cases from the manufacturing and service sectors, and discuss the implications for managers....

  20. Custom molded thermal MRg-FUS phantom

    Science.gov (United States)

    Eames, Matthew D. C.; Snell, John W.; Hananel, Arik; Kassell, Neal F.

    2012-11-01

    This article describes a method for creating custom-molded thermal phantoms for use with MR-guided focused ultrasound systems. The method is defined here for intracranial applications, though it may be modified for other anatomical targets.