Customer Driven Uniform Manufacture (CDUM) Program. Customer Driven Uniform Management Apparel Research

Science.gov (United States)

2008-11-13

ABSTRACT (Maximum 200 Words) The DLA and DSCP sponsored Customer Driven Uniform Manufacturing (CDUM) program’s primary goals are to reduce total...functions that make decisions or consume apparel items. PDIT’s CDUM assignments were to create the web accessible database, create decision support tools...Manufacturing Monitoring Processes ....................................................40  Figure 32 – Assign Contract to Buyer

Customer loyalty programs: the role of different value constructs in building customer loyalty

OpenAIRE

So, Jing Theng

2017-01-01

In times of severe competition, loyalty programs (LPs) are introduced by firms to provide customers with added value to gain higher levels of loyalty and retention. While LPs are claimed to engender customer loyalty, researchers have not reached a decision about whether these programs are worthwhile for businesses in the long-run. Despite being a popular research area in the marketing literature, previous studies have found inconsistent results regarding the effectiveness of these programs in...

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

Energy Technology Data Exchange (ETDEWEB)

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

2011-02-25

Since the spring of 2009, billions of federal dollars have been allocated to state and local governments as grants for energy efficiency and renewable energy projects and programs. The scale of this American Reinvestment and Recovery Act (ARRA) funding, focused on 'shovel-ready' projects to create and retain jobs, is unprecedented. Thousands of newly funded players - cities, counties, states, and tribes - and thousands of programs and projects are entering the existing landscape of energy efficiency programs for the first time or expanding their reach. The nation's experience base with energy efficiency is growing enormously, fed by federal dollars and driven by broader objectives than saving energy alone. State and local officials made countless choices in developing portfolios of ARRA-funded energy efficiency programs and deciding how their programs would relate to existing efficiency programs funded by utility customers. Those choices are worth examining as bellwethers of a future world where there may be multiple program administrators and funding sources in many states. What are the opportunities and challenges of this new environment? What short- and long-term impacts will this large, infusion of funds have on utility customer-funded programs; for example, on infrastructure for delivering energy efficiency services or on customer willingness to invest in energy efficiency? To what extent has the attribution of energy savings been a critical issue, especially where administrators of utility customer-funded energy efficiency programs have performance or shareholder incentives? Do the new ARRA-funded energy efficiency programs provide insights on roles or activities that are particularly well-suited to state and local program administrators vs. administrators or implementers of utility customer-funded programs? The answers could have important implications for the future of U.S. energy efficiency. This report focuses on a selected set of ARRA

THE CLUB CARD AS A CUSTOMER REWARDS PROGRAM

OpenAIRE

Fischer, Carla Escalante; Luansagul, Korakote

2011-01-01

In the current competitive market environment, customer loyalty efforts is one of the most important factors for achieving strategic success, especially considering that increased loyalty and customer satisfaction can have a positive influence on long-term financial performance of business entities. Since research has shown that retaining current customers can be more profitable than trying to find new ones, developing loyalty plays an important part in any marketing strategy aiming to create...

Decisions of customers loyalty programs formation

OpenAIRE

Gudonavičienė, Rasa; Rutelionė, Aušra

2009-01-01

In order that company could be prosper, successful and competitive in the market it has to keep the customer loyal. Recently business companies have started to focus on the present customers more, seeking to keep them by using various loyalty programs. Well prepared and developed loyalty stimulation tools can be effective method to strengthen relations with customers, increase sales, identify the most popular and best saleable products, evaluate how to choose the best price decisions, form th...

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...... contribution of the thesis is a taxonomy for Information Visualization development tools. Existing taxonomies from the Information Visualization field are helpful, but none of them can properly categorize visualization tools from a user development perspective. The categorization of 20 Information...... Visualization tools proves the applicability of this taxonomy, and the result showed that there are no Dragand- Drop tools that allow end-user developers as well as programmers to create custom visualizations. The second contribution is a new visualization development approach, the Drag...

Creating effective loyalty programs knowing what (wo-)men want

OpenAIRE

Melnyk, V.

2005-01-01

Loyalty programs started to boom in the late 1990s, under the main premise that it is cheaper to keep existing customers than to attract new ones. However, despite their popularity, many loyalty programs are ineffective and fail to stimulate the desired loyalty of customers. Therefore, the debate whether loyalty programs actually enhance customer loyalty still continues among marketing scientists and practitioners. The main goal of this dissertation is to identify factors that make loyalty pr...

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

The TROJAN Project: Creating a Customized International Orthopedic Training Program for Junior Doctors.

Science.gov (United States)

Kalraiya, Ashish; Buddhdev, Pranai

2015-03-03

Musculoskeletal problems account for a vast proportion of presentations encountered by doctors globally, with figures ranging from 15-36%. However, the time medical schools allocate to learning orthopedics is by no means proportional to this. This study aims to bridge this gap by developing an international orthopedic teaching program tailored to the specific knowledge and skills required by junior doctors in different countries. This prospective study asked fifty junior doctors, who had recently completed an orthopedics job, what three orthopedic teaching topics taught retrospectively would have benefitted their clinical practice. The most requested topics were used to design educational workshops for junior doctors and these consequently comprised the TROJAN (Teaching Requested by Orthopaedic Juniors And Novices) training program. Data was collected from twenty-five junior doctors in KwaZulu-Natale State, South Africa, and twenty-five in London, UK. It is therefore in these two countries that the TROJAN program was subsequently made available. Participants who selected topics were within two years of graduating medical school and had worked an orthopedic or Accident and Emergency job within the last year. 49% of topics chosen by SA doctors were practical skills such as wrist and ankle fracture reduction techniques, and management of open fractures. The most requested topic by UK doctors (11 out of 25) was management of neck of femur fractures. This is rationalized by the fact South African doctors require more hands-on responsibility in their daily practice whereas in the UK greater emphasis is placed on optimizing patients for theatre and making sound management plans. TROJAN currently develops orthopedic skills and knowledge in junior doctors in South Africa and United Kingdom with teaching customized based upon location. Feedback has been exceptionally positive with every candidate thus far rating the usefulness of TROJAN as the highest option, very useful.

Do 'enabling technologies' affect customer performance in price-responsive load programs?

International Nuclear Information System (INIS)

Goldman, Charles A.; Kintner-Meyer, Michael; Heffner, Grayson

2002-01-01

Price-responsive load (PRL) programs vary significantly in overall design, the complexity of relationships between program administrators, load aggregators, and customers, and the availability of ''enabling technologies''. Enabling technologies include such features as web-based power system and price monitoring, control and dispatch of curtailable loads, communications and information systems links to program participants, availability of interval metering data to customers in near real time, and building/facility/end-use automation and management capabilities. Two state agencies - NYSERDA in New York and the CEC in California - have been conspicuous leaders in the demonstration of demand response (DR) programs utilizing enabling technologies. In partnership with key stakeholders in these two states (e.g., grid operator, state energy agencies, and program administrators), Lawrence Berkeley National Laboratory (LBNL) and Pacific Northwest National Laboratory (PNNL) surveyed 56 customers who worked with five contractors participating in CEC or NYSERDA-sponsored DR programs. We combined market research and actual load curtailment data when available (i.e., New York) or customer load reduction targets in order to explore the relative importance of contractor's program design features, sophistication of control strategies, and reliance on enabling technologies in predicting customer's ability to deliver load reductions in DR programs targeted to large commercial/industrial customers. We found preliminary evidence that DR enabling technology has a positive effect on load curtailment potential. Many customers indicated that web-based energy information tools were useful for facilitating demand response (e.g., assessing actual performance compared to load reduction contract commitments), that multiple notification channels facilitated timely response, and that support for and use of backup generation allowed customers to achieve significant and predictable load

A new DoD initiative: the Computational Research and Engineering Acquisition Tools and Environments (CREATE) program

International Nuclear Information System (INIS)

Arevalo, S; Atwood, C; Bell, P; Blacker, T D; Dey, S; Fisher, D; Fisher, D A; Genalis, P; Gorski, J; Harris, A; Hill, K; Hurwitz, M; Kendall, R P; Meakin, R L; Morton, S; Moyer, E T; Post, D E; Strawn, R; Veldhuizen, D v; Votta, L G

2008-01-01

In FY2008, the U.S. Department of Defense (DoD) initiated the Computational Research and Engineering Acquisition Tools and Environments (CREATE) program, a $360M program with a two-year planning phase and a ten-year execution phase. CREATE will develop and deploy three computational engineering tool sets for DoD acquisition programs to use to design aircraft, ships and radio-frequency antennas. The planning and execution of CREATE are based on the 'lessons learned' from case studies of large-scale computational science and engineering projects. The case studies stress the importance of a stable, close-knit development team; a focus on customer needs and requirements; verification and validation; flexible and agile planning, management, and development processes; risk management; realistic schedules and resource levels; balanced short- and long-term goals and deliverables; and stable, long-term support by the program sponsor. Since it began in FY2008, the CREATE program has built a team and project structure, developed requirements and begun validating them, identified candidate products, established initial connections with the acquisition programs, begun detailed project planning and development, and generated the initial collaboration infrastructure necessary for success by its multi-institutional, multidisciplinary teams

Creating Customized Data Files in {E}-{P}rime: {A} Practical Tutorial

Directory of Open Access Journals (Sweden)

İyilikci, Osman

2018-02-01

Full Text Available There are packages that simplify experiment generation by taking advantage of graphical user interface. Typically, such packages create output files that are not in an appropriate format to be directly analyzed with a statistical package. For this reason, researchers must complete several time consuming steps, and use additional software to prepare data for a statistical analysis. The present paper suggests a particular E-Basic technique which is time saving in data analysis process and applicable to a wide range of experiments that measure reaction time and response accuracy. The technique demonstrated here makes it possible to create a customized and ready-to-analyze data file automatically while running an experiment designed in E-Prime environment.

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...

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)

Creating effective loyalty programs knowing what (wo-)men want

NARCIS (Netherlands)

Melnyk, V.

2005-01-01

Loyalty programs started to boom in the late 1990s, under the main premise that it is cheaper to keep existing customers than to attract new ones. However, despite their popularity, many loyalty programs are ineffective and fail to stimulate the desired loyalty of customers. Therefore, the debate

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

Energy Technology Data Exchange (ETDEWEB)

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

2014-03-19

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

B. C. Hydro's new value-added customer service: the building check-up program

International Nuclear Information System (INIS)

Hepting, C.; Jung, C.; Herman, L.

1996-01-01

A recently initiated program of British Columbia Hydro, called 'building check-up' (BCU), which provides a package of value-added services to commercial and institutional customers, was described. The B. C. Hydro program offers a menu of services, allowing customers to select their own combinations. Type of services included in the menu range from basic billing information to energy audits, hourly energy analysis, bill calibration, energy efficiency screening and reporting. The program was instituted in response to a need to adjust demand-side management programs as the utility industry moves towards deregulation, and subsequent increased competition. The objective of the programs is not only to retain present customers but also to pursue new customers in a more competitive environment. Details of the various service components were provided. A preliminary assessment of the program found favorable customer reception. Future evaluation programs envisage formalized participant feedback, and a determination of the direct and indirect cost-effectiveness of the BCU program. 6 figs

78 FR 53466 - Modification of Two National Customs Automation Program (NCAP) Tests Concerning Automated...

Science.gov (United States)

2013-08-29

... Customs Automation Program (NCAP) Tests Concerning Automated Commercial Environment (ACE) Document Image... National Customs Automation Program (NCAP) tests concerning document imaging, known as the Document Image... the National Customs Automation Program (NCAP) tests concerning document imaging, known as the...

What drives customer participation in loyalty programs?

OpenAIRE

Hörold, Maïté

2017-01-01

Relationship marketing, both in research and in practice, has increasingly gained in importance over the last decades and loyalty programs have become a widely used customer relationship management tool. Despite considerable interest and investment in loyalty programs, the number of active members remains relatively low and the impact of loyalty programs on company profitability is more than often called into question. This research studies customers’ attitude and behaviour towards loyalty pr...

Beyond Customer Satisfaction: Reexamining Customer Loyalty to Evaluate Continuing Education Programs

Science.gov (United States)

Hoyt, Jeff E.; Howell, Scott L.

2011-01-01

This article provides questionnaire items and a theoretical model of factors predictive of customer loyalty for use by administrators to determine ways to increase repeat purchasing in their continuing education programs. Prior studies in the literature are discussed followed by results of applying the model at one institution and a discussion of…

Knowledge is power: Customer load metering in the Victorian End-Use Measurement Program

Energy Technology Data Exchange (ETDEWEB)

Gavin, G. [CitiPower Ltd., Melbourne, VIC (Australia)

1995-12-31

The Victorian End-Use Measurement Program is a sophisticated load metering program being conducted over 500 sites in Victoria, covering the major customer sectors of residential, commercial and industrial. Its goal is to gather sufficient data to determine with statistical accuracy the load profiles of these major sectors, together with the load profiles of selected customer end-uses in the residential and commercial sectors, and selected building types in the commercial sector. This paper discusses the major elements of the program, the history of its development, the design of the statistical and operational components of the program, and its implementation in the field. In the Victorian electricity industry, with the combination of contestable customer metering and the End-Use Measurement program metering for the franchise/non-contestable market, there is now a considerable flow of customer load data. The opportunity exists for an accurate understanding of customer load needs, and the minimization of risk in business operations in the retail and wholesale market. (author).

Increasing your HCAHPS scores with Extreme Customer Service.

Science.gov (United States)

Clouarte, Joe

2016-10-01

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

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

Science.gov (United States)

Eliscu, Andrea T

2008-01-01

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

77 FR 48527 - National Customs Automation Program (NCAP) Test Concerning Automated Commercial Environment (ACE...

Science.gov (United States)

2012-08-14

... National Customs Automation Program (NCAP) test concerning the simplified entry functionality in the... DEPARTMENT OF HOMELAND SECURITY U.S. Customs and Border Protection National Customs Automation Program (NCAP) Test Concerning Automated Commercial Environment (ACE) Simplified Entry: Modification of...

Value Creating Logic of Customer-Driven Product Development

DEFF Research Database (Denmark)

Hansen, Anders Peder; Sommer, Anita Friis

This paper focuses on how companies on business-to-business markets, characterized by complex customer problems, organize and manage the interaction process as part of the management of customer requests for new products. More specifically it is investigated how the intra-organizational activities...... the relationship between customer problems of high complexity and the organization of activities in the buyer-supplier interaction process. Building on value configuration theory and theory of problem complexity this research contributes to widen our understanding of how marketing and problem solving processes...... part of the problem solving process is configured, when taking the customer supplier interaction into consideration. The research takes an inter-and intra-organizational perspective by focusing on the dyad between a buyer and supplier. A single case study is applied in order to investigate...

Creating customer value by streamlining business processes.

Science.gov (United States)

Vantrappen, H

1992-02-01

Much of the strategic preoccupation of senior managers in the 1990s is focusing on the creation of customer value. Companies are seeking competitive advantage by streamlining the three processes through which they interact with their customers: product creation, order handling and service assurance. 'Micro-strategy' is a term which has been coined for the trade-offs and decisions on where and how to streamline these three processes. The article discusses micro-strategies applied by successful companies.

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

Science.gov (United States)

Bayer, Jerrie; Llewellyn, Steven

2011-01-01

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

Sustained Energy Savings Achieved through Successful Industrial Customer Interaction with Ratepayer Programs: Case Studies

Energy Technology Data Exchange (ETDEWEB)

Goldberg, Amelie [Oak Ridge National Lab. (ORNL), Oak Ridge, TN (United States); Hedman, Bruce [Oak Ridge National Lab. (ORNL), Oak Ridge, TN (United States); Taylor, Robert P. [Oak Ridge National Lab. (ORNL), Oak Ridge, TN (United States); Russell, Christopher [Oak Ridge National Lab. (ORNL), Oak Ridge, TN (United States)

2015-10-01

Many states have implemented ratepayer-funded programs to acquire energy efficiency as a predictable and reliable resource for meeting existing and future energy demand. These programs have become a fixture in many U.S. electricity and natural gas markets as they help postpone or eliminate the need for expensive generation and transmission investments. Industrial energy efficiency (IEE) is an energy efficiency resource that is not only a low cost option for many of these efficiency programs, but offers productivity and competitive benefits to manufacturers as it reduces their energy costs. However, some industrial customers are less enthusiastic about participating in these programs. IEE ratepayer programs suffer low participation by industries across many states today despite a continual increase in energy efficiency program spending across all types of customers, and significant energy efficiency funds can often go unused for industrial customers. This paper provides four detailed case studies of companies that benefited from participation in their utility’s energy efficiency program offerings and highlights the business value brought to them by participation in these programs. The paper is designed both for rate-payer efficiency program administrators interested in improving the attractiveness and effectiveness of industrial efficiency programs for their industrial customers and for industrial customers interested in maximizing the value of participating in efficiency programs.

Membangun Customer Loyalty Nasabah Bank melalui Customer Satisfaction

OpenAIRE

Sumarto, Sumarto

2007-01-01

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

31 CFR 103.122 - Customer identification programs for broker-dealers.

Science.gov (United States)

2010-07-01

... Finance FINANCIAL RECORDKEEPING AND REPORTING OF CURRENCY AND FOREIGN TRANSACTIONS Anti-Money Laundering Programs Anti-Money Laundering Programs § 103.122 Customer identification programs for broker-dealers. (a... anti-money laundering compliance program required under 31 U.S.C. 5318(h). (2) Identity verification...

31 CFR 103.131 - Customer identification programs for mutual funds.

Science.gov (United States)

2010-07-01

... Finance FINANCIAL RECORDKEEPING AND REPORTING OF CURRENCY AND FOREIGN TRANSACTIONS Anti-Money Laundering Programs Anti-Money Laundering Programs § 103.131 Customer identification programs for mutual funds. (a... mutual fund's anti-money laundering program required under the regulations implementing 31 U.S.C. 5318(h...

The impact of customer focus on program participation rates in the Virginia WIC Program (Special Supplemental Nutrition Program for Women, Infants, and Children).

Science.gov (United States)

Chance, K G; Green, C G

2001-01-01

It has been shown in the for-profit sector (business, service, and manufacturing) that the success of an organization depends on its ability to satisfy customer requirements while eliminating waste and reducing costs. The purpose of this article was to examine the impact of current practices in customer focus on program participation rates in the Virginia WIC Program. The results of this study showed that the use of customer-focused strategies was correlated to program participation rates in the WIC Program. The mean data showed that teamwork and accessibility were at unsatisfactory levels in Virginia.

Towards Simulation of Custom Industrial Robots

OpenAIRE

Marcu, Cosmin; Robotin, Radu

2008-01-01

In order to create a simulator for custom industrial robots, it is very important to know the forward and inverse kinematics equations of the robot structure, the controller output data and the limitations of the robot mechanical components. In this paper we presented the steps for building a simulation program for a custom industrial robot. The first step was the robot modeling where we obtained the forward and inverse kinematics equations used as motion laws both for the simulated and for t...

76 FR 69755 - National Customs Automation Program Test Concerning Automated Commercial Environment (ACE...

Science.gov (United States)

2011-11-09

... DEPARTMENT OF HOMELAND SECURITY U.S. Customs and Border Protection National Customs Automation... announces U.S. Customs and Border Protection's (CBP's) plan to conduct a National Customs Automation Program... conveyance transporting the cargo to the United States. This data will fulfill merchandise entry requirements...

Customized biomimetic scaffolds created by indirect three-dimensional printing for tissue engineering

International Nuclear Information System (INIS)

Lee, Ju-Yeon; Choi, Bogyu; Wu, Benjamin; Lee, Min

2013-01-01

Three-dimensional printing (3DP) is a rapid prototyping technique that can create complex 3D structures by inkjet printing of a liquid binder onto powder biomaterials for tissue engineering scaffolds. Direct fabrication of scaffolds from 3DP, however, imposes a limitation on material choices by manufacturing processes. In this study, we report an indirect 3DP approach wherein a positive replica of desired shapes was printed using gelatin particles, and the final scaffold was directly produced from the printed mold. To create patient-specific scaffolds that match precisely to a patient's external contours, we integrated our indirect 3DP technique with imaging technologies and successfully created custom scaffolds mimicking human mandibular condyle using polycaprolactone and chitosan for potential osteochondral tissue engineering. To test the ability of the technique to precisely control the internal morphology of the scaffolds, we created orthogonal interconnected channels within the scaffolds using computer-aided-design models. Because very few biomaterials are truly osteoinductive, we modified inert 3D printed materials with bioactive apatite coating. The feasibility of these scaffolds to support cell growth was investigated using bone marrow stromal cells (BMSC). The BMSCs showed good viability in the scaffolds, and the apatite coating further enhanced cellular spreading and proliferation. This technique may be valuable for complex scaffold fabrication. (paper)

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

International Nuclear Information System (INIS)

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

2014-01-01

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

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

OpenAIRE

Mintje, Saniati Muliani M.

2013-01-01

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

78 FR 66039 - Modification of National Customs Automation Program Test Concerning Automated Commercial...

Science.gov (United States)

2013-11-04

... Customs Automation Program Test Concerning Automated Commercial Environment (ACE) Cargo Release (Formerly...) plan to both rename and modify the National Customs Automation Program (NCAP) test concerning the... data elements required to obtain release for cargo transported by air. The test will now be known as...

Customization creates more efficient, cleaner rigs

Energy Technology Data Exchange (ETDEWEB)

Budd, G.

2002-08-01

Technological advances in drilling equipment are essential to improving efficiency in the oilpatch; getting the technological upper hand on the competition is no less important for drilling equipment manufacturers than for actors in other sectors of the industry. While off-the-shelf uniformity that reduces unit cost has been the trend in fabricating field gas compression modules, custom manufacturing has become very popular in the rig manufacturing sector. Examples from Crown Energy Technologies and Tesco Corporation, both of Calgary, Aecon Industrial's Edmonton operations, PCL Industrial Construction Ltd of Nisku, and Toromont Process Systems of Houston and Calgary are described to illustrate the widespread demand for customized drilling rigs, including the growing preference for electric drives. Top drive systems, as opposed to rotary drives also have become very popular; six out of ten rigs are sold with electric top drives today compared with fewer than 10 rigs a decade ago. At the same time, Tesco has recently signed a deal with Conoco Inc to construct three revolutionary drilling rigs using Tesco's proprietary Casing Drilling Technology, which uses standard oilfield casing instead of drill pipe, allowing operators to simultaneously drill, case and evaluate oil and gas wells. Aecon and PCL Industrial Construction have had much demand for customized spools and modules particularly from the oil sands industry, while Toromont Process Systems is also expanding its Calgary facilities to meet the demand for its dual gas compression equipment used by power stations for gas compression and co-generation, natural gas refrigeration and specialty gas processing.

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

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…

78 FR 27984 - Modification of the National Customs Automation Program Test (NCAP) Regarding Reconciliation for...

Science.gov (United States)

2013-05-13

... Customs Automation Program Test (NCAP) Regarding Reconciliation for Filing Certain Post-Importation Claims... Automation Program (NCAP) Reconciliation prototype test to include the filing of post-importation [[Page... of the Test Reconciliation, a planned component of the National Customs Automation Program (NCAP), as...

78 FR 44142 - Modification of Two National Customs Automation Program (NCAP) Tests Concerning Automated...

Science.gov (United States)

2013-07-23

... Customs Automation Program (NCAP) Tests Concerning Automated Commercial Environment (ACE) Document Image... (CBP's) plan to modify the National Customs Automation Program (NCAP) tests concerning document imaging... entry process by reducing the number of data elements required to obtain release for cargo transported...

Customer loyalty program for the dual-energy clientele

International Nuclear Information System (INIS)

Lagace, C.

1997-01-01

Hydro-Quebec''s plans to provide a dual energy residential heating program, combining a main electric heating system and a fossil fuel back-up system, were described as an example of a customer loyalty program. It provides a portfolio of products and services answering to the different needs of customers. Dual-energy heating systems were first offered in Quebec as far back as the 1980s. Currently there are 115,000 Quebec households making use of this service. Some 35,000 of them have heat pumps and subscribe to Hydro-Quebec''s DT rate which is based on fuel mode usage being determined by exterior temperatures. The dual-energy system permits a peak-saving of some 600 MW, while maintaining electricity sales of 1,000 GWh in off-peak periods. Experiences with this system and some of the important lessons learned, especially in terms of consumer relations, were summarized. 2 refs., 1 tab

The Effort to Create Customer Engagement on Customer E_Banking (Empirical Studies on Bank BNI Regional Semarang)

OpenAIRE

Alimuddin Rizal Rivai; Wahyudi Wahyudi

2016-01-01

                    This study focused on testing the effect of variable customer value, support systems and knowledge of the customer's products to customer satisfaction and its impact on customer engagement. This study selects the object user's e-banking customers of Bank BNI Regional Semarang. The number of samples in this study of 100 respondents, using purposive sampling technique sampling. Processing data using SPSS version 16.0. Based on a statistical test using linear regression appro...

The role of consumer confidence in creating customer loyalty

NARCIS (Netherlands)

Ou, Yi-Chun; de Vries, Lisette; Wiesel, Thorsten; Verhoef, Pieter

How can firms retain customers during recessions? To answer this question, we investigate the moderating role of consumer confidence (CC) on the effects of three types of crucial customer loyalty strategies. These strategies are value equity (VE), brand equity (BE), and relationship equity (RE),

76 FR 34246 - Automated Commercial Environment (ACE); Announcement of National Customs Automation Program Test...

Science.gov (United States)

2011-06-13

... Environment (ACE); Announcement of National Customs Automation Program Test of Automated Procedures for In... Customs Automation Program (NCAP) test relating to highway movements of commercial goods that are transported in-bond through the United States from one point in Canada to another point in Canada. The NCAP...

Evaluation of the Successfulness of A Green Program through Customer Perceived Quality, Brand Image, and Customer Satisfaction: A Case Study at Surabaya Plaza Hotel

Directory of Open Access Journals (Sweden)

Marsella Yeanette Hatane

2012-01-01

Full Text Available Every company try to build the brand image of their businesses by doing a green program as one of their strategies. This research aims to see the impacts of the implementation of a green program at Surabaya Plaza Hotel, Surabaya. 230 hotel customers were randomly chosen as the respondents. Through descriptive and Structural Equation Modelling (SEM analysis, can be seen that technical quality brings insignificant negative impacts towards customer satisfaction. Meanwhile, functional quality and brand image bring a significant positive impact toward customer satisfaction. Besides that, technical quality and functional quality bring a significant positive effect indirectly toward customer satisfaction through brand image as mediating.

E-SERVICE QUALITY FACTORS THAT WEB SITES SHOULD HAVE IN CREATING ELECTRONIC CUSTOMER SATISFACTION: A RESEARCH ON ONLINE (CLOTHING) SHOPPING SITES

OpenAIRE

YEYGEL CAKIR, Sinem; TEMEL EGINLI, Aysen

2013-01-01

Electronic applications have gained importance in Electronic Customer Relationship Management (CRM) together with integrating information transmission technology with especially marketing function actively and communication’s channelling to electronic atmosphere. Together with CRM, especially analytic CRM concept has become in forefront position, it has become a development towards analysing to information gathered with data searching to communicate with customers and create opportunities to ...

Implementing a customer focused continual business improvement program to improve the maintenance process

International Nuclear Information System (INIS)

Kharshafdjian, G.; Fisher, C.; Beres, T.; Brooks, S.; Forbes, S.; Krause, M.; McAuley, K.; Wendorf, M.

2006-01-01

Global market pressures and increasing competition demands that successful companies establish a continual business improvement program as part of implementing its business strategy. Such programs must be driven by the definition of quality from the customer's perspective. This customer quality focus often requires a change in all aspects of the business including products, services, processes and culture. This paper will describe how Atomic Energy of Canada Limited implemented a Continual Business Improvement Program in their Nuclear Laboratories Business Unit. In particular, to review how the techniques were applied to improve the maintenance process and the status of the project. Customer (internal users of the processes at CRL) feedback has shown repeatedly there is dissatisfaction of the maintenance process. Customers complain about jobs not getting done to schedule or being deferred. A project has been launched with the following goals: to improve the maintenance process customer satisfaction and increase trades wrench time by 30 minutes / trade / day. DMAIC (Define-Measure-Analyze-Improve-Control) methodology was applied to find out the Root Cause(s) of the problem, provide solutions, and implement improvements. The expected Operational Benefits include: Executing work efficiently to quality standards and business performance of the site, improve maintenance efficiencies, reduce cycle time for maintenance process and improve process yield, and improve customer and employee satisfaction. (author)

Implementing a customer focused continual business improvement program to improve the maintenance process

Energy Technology Data Exchange (ETDEWEB)

Kharshafdjian, G.; Fisher, C.; Beres, T.; Brooks, S.; Forbes, S.; Krause, M.; McAuley, K.; Wendorf, M. [Atomic Energy of Canada Limited, Chalk River, Ontario (Canada)

2006-07-01

Global market pressures and increasing competition demands that successful companies establish a continual business improvement program as part of implementing its business strategy. Such programs must be driven by the definition of quality from the customer's perspective. This customer quality focus often requires a change in all aspects of the business including products, services, processes and culture. This paper will describe how Atomic Energy of Canada Limited implemented a Continual Business Improvement Program in their Nuclear Laboratories Business Unit. In particular, to review how the techniques were applied to improve the maintenance process and the status of the project. Customer (internal users of the processes at CRL) feedback has shown repeatedly there is dissatisfaction of the maintenance process. Customers complain about jobs not getting done to schedule or being deferred. A project has been launched with the following goals: to improve the maintenance process customer satisfaction and increase trades wrench time by 30 minutes / trade / day. DMAIC (Define-Measure-Analyze-Improve-Control) methodology was applied to find out the Root Cause(s) of the problem, provide solutions, and implement improvements. The expected Operational Benefits include: Executing work efficiently to quality standards and business performance of the site, improve maintenance efficiencies, reduce cycle time for maintenance process and improve process yield, and improve customer and employee satisfaction. (author)

Analisis Customer Segment, Channels, Dan Customer Relationship Dalam Pembentukan Value Proposition Di Starbucks Coffee (Studi Kasus Pada Starbucks Coffee Indonesia)

OpenAIRE

Nurmanisa, Aisy; Wilopo,; Sanawiri, Brillyanes

2016-01-01

This research aims to understand and explain; How to Starbucks Coffee create value proposition for their customer? How to Starbucks Coffee segmented the customer, to create the value proposition? How to Starbucks Coffee build and choose the channels to grab the customer and create value proposition? How to Starbucks Coffee build a customer relationship and create value proposition from the process? .This reaserch uses primery data descriptive analysis method with fenomelogy kualitative o...

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

Directory of Open Access Journals (Sweden)

Ricko Achmadi Putra

2017-09-01

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

CREATING CUSTOMER RELATIONSHIP MANAGEMENT BASED ON ISLAMIC VALUES: A CASE STUDY OF PT. BANK MUAMALAT INDONESIA TBK

Directory of Open Access Journals (Sweden)

Nuralam I.P.

2016-10-01

Full Text Available This research aims to provide an overview of the implementation of Customer Relationship Management (CRM based on Islamic values on PT. Bank Muamalat Indonesia TBK as the first sharia bank in Indonesia. It is also reviewed the current status of CRM at BMI and; the challenges and problems facing BMI and developing CRM strategy. Moreover, it explores the nature of CRM in context of business organisation and offers a religious perspective pertaining to organisation and management. The key successful of CRM is founded on trust, commitment, shared goals, and mutual benefits, while people, process, values, and images are the key principles of CRM. According to the key of successful and the key principles of CRM, the organisation can create strategic relationship implementation. Thus structure, staff, style, systems, and schemes are the 5-core elements of strategic CRM. The author will explore on those core elements what will be influenced by Islamic values extensively to make Excellent Customer Service. In fact, BMI has been applying good CRM where Islamic values can be seen on how the employees interact with the customers. The implementation of Islamic values create unique atmosphere of business activities and make it differs than other banks. However, some challenges are faced by BMI in system, cultural, staff, and networks issue. Nevertheless, the recommendations have been taken for this research is presented as the positive feedback of development.

76 FR 9786 - NIOSH Dose Reconstruction Program Ten-Year Review-Phase I Report on Customer Service; Request for...

Science.gov (United States)

2011-02-22

... Reconstruction Program Ten-Year Review--Phase I Report on Customer Service; Request for Public Review and Comment... Review--Phase I Report on Customer Service.'' This publication is part of a review by NIOSH of its... during the program review: The customer service provided by NIOSH in the program. The document can be...

Relationship Drivers in Provider - Consumer Relationships. Empirical Studies of Customer Loyalty Programs (första upplagan slutsåld / first edition sold out, 'print on demand' 60 €)

OpenAIRE

Arantola, Heli

2003-01-01

The study addressed a phenomenon that has become common marketing practice, customer loyalty programs. Although a common type of consumer relationship, there is limited knowledge of its nature. The purpose of the study was to create structured understanding of the nature of customer relationships from both the provider’s and the consumer’s viewpoints by studying relationship drivers and proposing the concept of relational motivation as a provider of a common framework for the analysis of thes...

Customer relationship management

OpenAIRE

Gudeliūnas, Mindaugas

2016-01-01

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

X Marks the Spot: Creating and Managing a Single Service Point to Improve Customer Service and Maximize Resources

Science.gov (United States)

Venner, Mary Ann; Keshmiripour, Seti

2016-01-01

This article will describe how merging service points in an academic library is an opportunity to improve customer service and utilize staffing resources more efficiently. Combining service points provides libraries with the ability to create a more positive library experience for patrons by minimizing the ping-pong effect for assistance. The…

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

Developing Customized Programs for Steel and Other Heavy Industries.

Science.gov (United States)

Day, Philip R., Jr.

1984-01-01

Describes Dundalk Community College's (DCC's) customized training programs for local industries. Looks at employment problems and outlook in Baltimore County, the development of a training agreement with Bethlehem Steel, the use of the Developing a Curriculum (DACUM) process to develop skill profiles, and future directions. (DMM)

Pedagogical design for knowledge creating inquiry in customer projects

Directory of Open Access Journals (Sweden)

Hanni Muukkonen

2013-09-01

Full Text Available Two higher education courses involving students, teachers, and customers in multifaceted experiences of knowledge creation are described. The Trialogical Learning Approach (TLA provides a theoretical framework to address learning and teaching organized around authentic problems and the development of shared knowledge objects, such as reports, products, and new practices. The approach directs attention to those aspects of social interaction and artifact-mediated activities, which focus on the development of shared objects and the pursuit of novel knowledge and understanding. The roles of technology-mediation, customer involvement, and guidance in developing effective pedagogical practices for knowledge creation were addressed. It appears necessary to design sufficient open-endedness and complexity for students’ teamwork to generate unpredictable, practical, and epistemologically challenging situations. Pedagogical design for such a process has different foci in the four central phases: planning, project initiation, project execution, and presentation and evaluation. Planning and initiation are central to establishing relevance and project awareness for the collaboration of student teams with a customer. Guidance and expert modeling during project initiation and execution is needed to overcome feelings of uncertainty during a challenging and complex assignment. Mediation provided by collaboration tools facilitates reflection on collective practices, iterative development of knowledge objects, and documentation of the learning outcomes of customer projects.

Customer service: moving from slogan to point of differentiation.

Science.gov (United States)

Thies, S

1999-01-01

To make its commitment to customer-centered care real, Dean Medical Center interviewed patients and created a "Vital Signs" scorecard. Performance is now measured according to those key areas specified by patients. Face-to-face communication from upper management to all employees and employee training has facilitated the program.

Creating Value for Customer in Business Networks of High-Tech Goods Manufacturers

Directory of Open Access Journals (Sweden)

Joanna Wiechoczek

2016-01-01

Full Text Available The main paper goal is to recognize the category of value for customer with respect to high-tech products, and to propose a model of creation of this value in business networks established by manufacturers. The research methods include critical analysis of the literature, documentation method, as well as the case research method and observation method. The results of the research proved that the value offered to buyers is characterized by growing multidimensionality which results in increasing complexity of the creation process of this value by their manufacturers. Due to the fact that they do not have complex skills and resources to create the value independently, they form business networks. These networks include increasingly larger group of entities, in which the importance of individual cooperants is highly diversified.

For the Benefit of California Electricity Ratepayers: Electricity Sector Options for the Use of Allowance Value Created under California’s Cap-and-Trade Program

OpenAIRE

Burtraw, Dallas; McLaughlin, David; Szambelan, Sarah Joh

2012-01-01

California will implement a cap-and-trade program to limit emissions of carbon dioxide covering industry and electricity sector emissions in 2013, expanding to cover transportation and natural gas in 2015. Although cap-and-trade would increase annual electricity costs for the average customer by $30 to nearly $100, the allowance value created under the program can offset all of these costs and even reduce electricity bills. California’s Air Resources Board has directed electricity regulators ...

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

Energy Technology Data Exchange (ETDEWEB)

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

2015-12-01

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

Business-IT alignment in PSS value networks linking customer knowledge management to social customer relationship management

NARCIS (Netherlands)

Bagheri, S.; Kusters, R.J.; Trienekens, J.J.M.; Hammoudi, S.; Cordeiro, J.; Maciaszek, L.

2015-01-01

Offering a PSS that is based on co-creating value with customer, starts with understanding customer needs. Customer understanding is realized through the process of managing customer knowledge across a PSS value network. In this respect, customer knowledge management (CKM) is seen as a core business

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

Directory of Open Access Journals (Sweden)

Karamata Ema

2017-01-01

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

Customer relationship management system

OpenAIRE

Selenis, Laimonas

2004-01-01

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

Price responsive load programs: U.S. experience in creating markets for peak demand reductions

International Nuclear Information System (INIS)

Goldberg, Miriam L.; Michelman, Thomas; Rosenberg, Mitchell

2003-01-01

Demand response programs use a variety of pricing mechanisms to induce end-use customers to reduce demand at specified periods. U.S. distribution utilities, regional market operators, and their regulators have implemented demand response programs with the objectives of improving electric system reliability, avoiding price spikes, and relieving local transmission congestion. This paper reviews the design and performance of market-linked demand response programs operated in 2001 and 2002, focusing on the relationship between program design and customer participation and the development of accurate and feasible methods to measure demand response at the facility level

Investigating the effects of smart technology on customer dynamics and customer experience

OpenAIRE

Foroudi, Pantea; Gupta, Suraksha; Sivarajah, Uthayasankar; Broderick, Amanda

2018-01-01

Increased use of smart technologies by customers is leading to recognition of their influence on the shopping experiences of customers by practitioners. However, the academic literature fails to acknowledge the influence of smart technology usage, combined with behavioural intention of the customer, on the dynamics and experience of customers. This research utilises explanatory research at the preliminary stage to examine this phenomenon in a retail setting. A conceptual framework was created...

Evaluation of the Successfulness of A Green Program through Customer Perceived Quality, Brand Image, and Customer Satisfaction: A Case Study at Surabaya Plaza Hotel

OpenAIRE

Marsella Yeanette Hatane; Adinda Yosari; Felicia Christiana Hendautomo

2012-01-01

Every company try to build the brand image of their businesses by doing a green program as one of their strategies. This research aims to see the impacts of the implementation of a green program at Surabaya Plaza Hotel, Surabaya. 230 hotel customers were randomly chosen as the respondents. Through descriptive and Structural Equation Modelling (SEM) analysis, can be seen that technical quality brings insignificant negative impacts towards customer satisfaction. Meanwhile, functional quality an...

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

OpenAIRE

manigeh Bahrainizadeh; Leila Tavasoli

2014-01-01

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

Predictive Systems for Customer Interactions

Science.gov (United States)

Vijayaraghavan, Ravi; Albert, Sam; Singh, Vinod Kumar; Kannan, Pallipuram V.

With the coming of age of web as a mainstream customer service channel, B2C companies have invested substantial resources in enhancing their web presence. Today customers can interact with a company, not only through the traditional phone channel but also through chat, email, SMS or web self-service. Each of these channels is best suited for some services and ill-matched for others. Customer service organizations today struggle with the challenge of delivering seamlessly integrated services through these different channels. This paper will evaluate some of the key challenges in multi-channel customer service. It will address the challenge of creating the right channel mix i.e. providing the right choice of channels for a given customer/behavior/issue profile. It will also provide strategies for optimizing the performance of a given channel in creating the right customer experience.

Analyzing the relationships among perceptions on store loyalty programs, trust, customer commitment to the relationship and store loyalty through structural equation modeling

OpenAIRE

Yeniçeri, Tülay; Erten, Ela

2008-01-01

Especially in the retail industry, where there is intense competition, companies have started to initiate customer loyalty programs. By the help of these programs companies expect to develop long - term relationships with their customers and collect useful information about them as well. The purpose of this research is to analyze a supermarket customer loyalty program to investigate the relationship between customer loyalty programs and the actual customer loyalty to a company’s products and ...

The influence of loyalty programs on customer´s loyalty with a focus on branded clothing stores

OpenAIRE

Běhounková, Klára

2011-01-01

This bachelor statement deals with the influence of loyalty programs on customer's loyalty with a focus on branded clothing stores. It defines a customer, his behavior, decision-making process and his loyalty to a firm. Also it defines marketing communication with customer,sales promotion, loyalty programs including species and benefits. It states specific loyalty programs Blažek, Reserved, Orsay, Marks&Spencer a S. Oliver. Final part evaluates the research of loyalty cards and their usage of...

Customer satisfaction in the emergency department.

Science.gov (United States)

Worthington, Kelly

2004-02-01

Patient satisfaction is not merely a "smile and be nice" set of behaviors. It is a philosophy that is founded in the concept that the patient's experience of care is important and ultimately translates into their actual response to care. The improved response to care that patients exhibit makes patient satisfaction important from a clinical vantage point. That point alone is enough to justify implementation of and commitment to a customer satisfaction program. There are, however, other compelling reasons also. Customer satisfaction has profound ramifications for the financial status of the institution and for its professional reputation in the community. The caregivers who participate in a system of good customer satisfaction experience fewer malpractice suits than their counterparts. And they enjoy a work environment that is more stable and pleasant than other institutions. The implementation of a meaningful customer service program is a huge task. It is a fundamental culture change that requires vision, long-term commitment, and constant surveillance. The single most critical factor in the successful implementation of a program that produces all the gains that it promises is leadership. Leadership must set the stage, create the atmosphere,demand that staff meet expectations, reward success, provide an example,and shape the new culture. Without strong, clear leadership, any customer service initiative will be simply a hospital-wide exercise, and those staff members who harbor a cynical viewpoint will be proved right in the end.One major difference between a successful customer service initiative and an unsuccessful one is the level of sincerity the hospital and its staff have about the care they express for their patients. If the whole process is merely an exercise to improve scores, the success will be limited and without deep roots. If the push is to establish an atmosphere of genuine care and interest for patients, however, the results are more meaningful

UNDERSTANDING CUSTOMERS - PROFILING AND SEGMENTATION

OpenAIRE

Mircea Andrei SCRIDON

2008-01-01

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

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

Directory of Open Access Journals (Sweden)

Hannu Kärkkäinen

2012-01-01

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

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

Energy Technology Data Exchange (ETDEWEB)

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

2004-07-01

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

31 CFR 103.123 - Customer identification programs for futures commission merchants and introducing brokers.

Science.gov (United States)

2010-07-01

... TRANSACTIONS Anti-Money Laundering Programs Anti-Money Laundering Programs § 103.123 Customer identification... each futures commission merchant's and introducing broker's anti-money laundering compliance program... money laundering activities, Federal law requires all financial institutions to obtain, verify, and...

Leveraging the Customer Base: Creating Competitive Advantage Through Knowledge Management

OpenAIRE

Elie Ofek; Miklos Sarvary

2001-01-01

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

Repeat Customer Success in Extension

Science.gov (United States)

Bess, Melissa M.; Traub, Sarah M.

2013-01-01

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

Competitive Effects of Mass Customization

OpenAIRE

Oksana Loginova

2010-01-01

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

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...

Loajalitní program obchodu s oděvy

OpenAIRE

Topičová, Kristýna

2017-01-01

At present, a theme of loyalty programs is very popular. The valuable loyalty programs can be considered as some kind of competitive advantage that helps company to grow. However, business organization has to do its activities with regard to its customers. This Master thesis attempts to create a complex concept of loyalty program for clothing shops according to customers wishes. The results indicate that customers want loyalty program of clothing shops based on permanent discounts. The findin...

Developing customer databases.

Science.gov (United States)

Rao, S K; Shenbaga, S

2000-01-01

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

Mass Customization: more technology, less publicity and customer satisfaction

Directory of Open Access Journals (Sweden)

Mônica Heloísa Braga Vasques

2007-11-01

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

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

OpenAIRE

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

2011-01-01

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

Customer churn analysis in telecommunication sector

OpenAIRE

Şimşek Gürsoy, Umman Tuğba

2010-01-01

Data mining is used to analyze mass databases for having meaningful output. One of the most common applications of the data mining, which is called as Churn Analysis is used to predict behavior of customers who are most likely to change provided service, and to create special marketing tools for them. The aim of this paper is to determine customers who want to churn, and to create specific campaigns to them by using a customer data of a major telecommunication firm in Turkey. To determine the...

Hospital customer service in a changing healthcare world: does it matter?

Science.gov (United States)

Howard, J

1999-01-01

The healthcare industry is undergoing a rapid transformation to meet the ever-increasing needs and demands of the patient population. Employers and health plans such as HMOs are demanding better service and higher quality care, and hospitals are trying to tackle reimbursement cutbacks, streamline services, and serve a diverse population. Hospitals have begun to realize that to overcome these obstacles and meet the needs of the health care plans and consumers, they must focus on the demands of the customer. Customer service initiatives increase patient satisfaction and loyalty and overall hospital quality, and many hospitals have found that consumer demands can be met through initiating and maintaining a customer service program. This article describes how the administrator can create, implement, and manage customer service initiatives within the hospital.

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

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...

Analisis Implementasi Customer Relationship Management dan Marketing Public Relations terhadap Nilai Pelanggan dan Dampaknya terhadap Loyalitas Pelanggan: Studi Kasus Grand Tropic Suites’ Hotel

Directory of Open Access Journals (Sweden)

Natalia Natalia

2012-05-01

Full Text Available The impact of the globalization resulted in the business world being colored by the increase of high competition. Because of that the perpetrators of the business must continue to maintain the continuity of his business and to try to look for the opportunity by making use of the superiority that was owned. One of the methods that could be followed was constructive the customer's loyalty by maintaining the available customer so as they were loyal and did not move to the other competitor. Therefore, it is important for the company to create the value of the superior for the customers. The case study was about Customer Relationship Management program (CRM and Marketing Public Relations (MPR that was carried out by Grand Tropic Suites’ Hotel to create the value of the superior of the customers where being expected with this superior value to be able to affect the customer to loyal to the Hotel. The aim of this research was to analyze the implementation of Customer Relationship Management programs (CRM and Marketing Public Relations (MPR towards the Perceived Value and it impact towards Customer Loyalty.

Creating an iPhone Application for Collecting Continuous ABC Data

Science.gov (United States)

Whiting, Seth W.; Dixon, Mark R.

2012-01-01

This paper provides an overview and task analysis for creating a continuous ABC data- collection application using Xcode on a Mac computer. Behavior analysts can program an ABC data collection system, complete with a customized list of target clients, antecedents, behaviors, and consequences to be recorded, and have the data automatically sent to…

A study about Social Media Marketing for Local Grocery Stores : How Social media can be used to create a better customer relationship?

OpenAIRE

Shah, Fahid; Sindakovski, Robert

2017-01-01

The role of internet and the digitalized world are more relevant than ever before. The new phenomena of digital marketing has created a paradigm shift of existing marketing with new ways to market. Social media plays a significant role in this change, since it allows businesses to easily engage with its customers and to maintain relationships. For small and local businesses, this change has created great opportunities to interact more with the local audience. However, not all such businesses ...

Internal Branding: Using Performance Technology To Create an Organization Focused on Customer Value.

Science.gov (United States)

Tosti, Donald T.; Stotz, Rodger

2000-01-01

Presents a performance technology approach to revenue enhancement, with the goal of improving customer retention through building customer value. Topics include internal branding, a way to make sure that what the company delivers matches what's promised in the advertising; product versus service brands; and customer satisfaction, including…

Creating innovative programs for the future.

Science.gov (United States)

Allen, Patricia E; Keough, Vicki A; Armstrong, Myrna L

2013-09-01

Although several major national mandates advocate for a better educated workforce, this push comes at a time when the competition for faculty, financial resources, advanced technology, and students remains strong. If nurse educators are seriously considering creating a new nurse program at their school, some key points are essential during the development stage. Using the innovation frameworks from the Institute of Healthcare Improvement, from the global design firm IDEO, and from Gladwell's The Tipping Point: How Little Things Can Make a Big Difference, this article examines the informal, formal, internal, and external work needed during program conceptualization, initial program exploration, resource infrastructure, support, and evaluation for an effective and innovative plan. Copyright 2013, SLACK Incorporated.

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...

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...

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.

77 FR 67865 - Enhancing Protections Afforded Customers and Customer Funds Held by Futures Commission Merchants...

Science.gov (United States)

2012-11-14

... Parts 1, 3, 22 et al. Enhancing Protections Afforded Customers and Customer Funds Held by Futures... Customers and Customer Funds Held by Futures Commission Merchants and Derivatives Clearing Organizations... amend existing regulations to require enhanced customer protections, risk management programs, internal...

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

OpenAIRE

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

2015-01-01

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

Data Programming: Creating Large Training Sets, Quickly

Science.gov (United States)

Ratner, Alexander; De Sa, Christopher; Wu, Sen; Selsam, Daniel; Ré, Christopher

2018-01-01

Large labeled training sets are the critical building blocks of supervised learning methods and are key enablers of deep learning techniques. For some applications, creating labeled training sets is the most time-consuming and expensive part of applying machine learning. We therefore propose a paradigm for the programmatic creation of training sets called data programming in which users express weak supervision strategies or domain heuristics as labeling functions, which are programs that label subsets of the data, but that are noisy and may conflict. We show that by explicitly representing this training set labeling process as a generative model, we can “denoise” the generated training set, and establish theoretically that we can recover the parameters of these generative models in a handful of settings. We then show how to modify a discriminative loss function to make it noise-aware, and demonstrate our method over a range of discriminative models including logistic regression and LSTMs. Experimentally, on the 2014 TAC-KBP Slot Filling challenge, we show that data programming would have led to a new winning score, and also show that applying data programming to an LSTM model leads to a TAC-KBP score almost 6 F1 points over a state-of-the-art LSTM baseline (and into second place in the competition). Additionally, in initial user studies we observed that data programming may be an easier way for non-experts to create machine learning models when training data is limited or unavailable. PMID:29872252

Creating Inclusive Youth Programs for LGBTQ+ Communities

Directory of Open Access Journals (Sweden)

Katherine E. Soule

2017-06-01

Full Text Available It is vital for youth to experience inclusive programming that is welcoming. Extension has a responsibility and an obligation to provide youth with programs and spaces that are inclusive of all sexes, gender identities, gender expressions, and sexual orientations. This article provides an overview of appropriate terminology, as well as steps for creating inclusive Extension spaces and programs for youth who identify as members of lesbian, gay, bisexual, transgender, or queer/questioning (LGBTQ+ communities. With a focus on urban Extension audiences, this article uses accessible language, self-reflective prompts, and supporting visual aids to share lessons learned from ongoing inclusivity trainings with Extension personnel across the nation, as well as from research activities and inclusive programming.

Creating value-focused healthcare delivery systems: Part three--Core competencies.

Science.gov (United States)

Beveridge, R N

1997-01-01

Value is created through the delivery of high-quality, cost--effective healthcare services. The ability to create value from the providers' perspective is facilitated through the development and implementation of essential, customer-focused core competencies. These core competencies include customer relationship management, payer/provider relationship management, disease management, outcomes management, financial/cost management, and information management. Customer relationship management is the foundation upon which all core competencies must be built. All of the core competencies must focus on the needs of the customers, both internal and external. Structuring all processes involved in the core competencies from the perspective of the customer will ensure that value is created throughout the system. Payer/provider relationship management will become a crucial pillar for healthcare providers in the future. As more vertical integration among providers occurs, the management of the relationships among providers and with payers will become more important. Many of the integration strategies being implemented across the country involve the integration of hospitals, physicians, and payers to form accountable health plans. The relationships must be organized to form "win/win" situations, where all parties are focused on a shared vision of creating value and none of the parties benefits at the expense of the others. Disease management in creating value requires that we begin examining the disease process along the entire continuum. Not only must providers be able to provide high-quality acute and chronic care, but they must also begin to focus more heavily on programs of prevention. Value is created throughout the system through reducing the prevalence and incidence of disease. Only through managing the full continuum of health will value be created throughout the healthcare delivery system. Outcomes management ensures that the outcomes are the highest quality at a cost

Multi-vendor loyalty programs: influencing customer behavioral loyalty?

Directory of Open Access Journals (Sweden)

Teresa eVillacé-Molinero

2016-02-01

Full Text Available Loyalty programs are a consolidated marketing instrument whose adoption in many sectors has not been associated with appropriate comprehension of either their management elements or their effects. The purpose of this research is to contribute to knowledge about the effect of loyalty programs on repeat purchase behavior. More specifically, it seeks to see discover whether joining a program changes the buying behavior of its members, and, if so, to study the profile of those whose behavior changes most. The intention was also to provide new study variables pertaining to multi-vendor loyalty programs, such as where they are joined or purchases in associated outlets as a result of behavioral loyalty. Research was carried out using a sample of 1,200 individuals (31,746 purchases belonging to a multi-vendor loyalty program. The study period was 13 years, 4 months, and split into two phases: before and after the joining the program. Different methodological approaches, such as the use of transactional databases that included pre-program-enrollment data and of the same sampling units throughout the study, were incorporated into the research with the aim of advancing academic knowledge regarding multi-vendor loyalty programs. Moreover, a type of program and market hardly dealt with in the relevant literature was analyzed. The results showed while the loyalty program had managed to reduce the time between purchases, it had not affected purchase volume or average expenditure. They also demonstrated the existence of a differential profile of customers who had changed their buying behavior to a greater extent. Finally, recency was identified as being the decisive variable in behavioral change.

Multi-Vendor Loyalty Programs: Influencing Customer Behavioral Loyalty?

Science.gov (United States)

Villacé-Molinero, Teresa; Reinares-Lara, Pedro; Reinares-Lara, Eva

2016-01-01

Loyalty programs are a consolidated marketing instrument whose adoption in many sectors has not been associated with appropriate comprehension of either their management elements or their effects. The purpose of this research is to contribute to knowledge about the effect of loyalty programs on repeat purchase behavior. More specifically, it seeks to discover whether joining a program changes the buying behavior of its members, and, if so, to study the profile of those whose behavior changes most. The intention was also to provide new study variables pertaining to multi-vendor loyalty programs, such as where they are joined or purchases in associated outlets as a result of behavioral loyalty. Research was carried out using a sample of 1200 individuals (31,746 purchases) belonging to a multi-vendor loyalty program. The study period was 13 years, 4 months, and split into two phases: before and after the joining the program. Different methodological approaches, such as the use of transactional databases that included pre-program-enrollment data and of the same sampling units throughout the study, were incorporated into the research with the aim of advancing academic knowledge regarding multi-vendor loyalty programs. Moreover, a type of program and market hardly dealt with in the relevant literature was analyzed. The results showed while the loyalty program had managed to reduce the time between purchases, it had not affected purchase volume or average expenditure. They also demonstrated the existence of a differential profile of customers who had changed their buying behavior to a greater extent. Finally, recency was identified as being the decisive variable in behavioral change.

Multi-Vendor Loyalty Programs: Influencing Customer Behavioral Loyalty?

Science.gov (United States)

Villacé-Molinero, Teresa; Reinares-Lara, Pedro; Reinares-Lara, Eva

2016-01-01

Loyalty programs are a consolidated marketing instrument whose adoption in many sectors has not been associated with appropriate comprehension of either their management elements or their effects. The purpose of this research is to contribute to knowledge about the effect of loyalty programs on repeat purchase behavior. More specifically, it seeks to discover whether joining a program changes the buying behavior of its members, and, if so, to study the profile of those whose behavior changes most. The intention was also to provide new study variables pertaining to multi-vendor loyalty programs, such as where they are joined or purchases in associated outlets as a result of behavioral loyalty. Research was carried out using a sample of 1200 individuals (31,746 purchases) belonging to a multi-vendor loyalty program. The study period was 13 years, 4 months, and split into two phases: before and after the joining the program. Different methodological approaches, such as the use of transactional databases that included pre-program-enrollment data and of the same sampling units throughout the study, were incorporated into the research with the aim of advancing academic knowledge regarding multi-vendor loyalty programs. Moreover, a type of program and market hardly dealt with in the relevant literature was analyzed. The results showed while the loyalty program had managed to reduce the time between purchases, it had not affected purchase volume or average expenditure. They also demonstrated the existence of a differential profile of customers who had changed their buying behavior to a greater extent. Finally, recency was identified as being the decisive variable in behavioral change. PMID:26941677

Rancang Bangun Sistem Informasi Customer Loyalty untuk Keunggulan Kompetitif Organisasi

OpenAIRE

Sri Mulyani; Mustafid Mustafid; Catur Edi Widodo

2014-01-01

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

Creating a Multi-axis Machining Postprocessor

Directory of Open Access Journals (Sweden)

Petr Vavruška

2012-01-01

Full Text Available This paper focuses on the postprocessor creation process. When using standard commercially available postprocessors it is often very difficult to modify its internal source code, and it is a very complex process, in many cases even impossible, to implement the newly-developed functions. It is therefore very important to have a method for creating a postprocessor for any CAM system, which allows CL data (Cutter Location data to be generated to a separate text file. The goal of our work is to verify the proposed method for creating a postprocessor. Postprocessor functions for multi-axis machiningare dealt with in this work. A file with CL data must be translated by the postprocessor into an NC program that has been customized for a specific production machine and its control system. The postprocessor is therefore verified by applications for machining free-form surfaces of complex parts, and by executing the NC programs that are generated on real machine tools. This is also presented here.

Economic evaluation of the vaccination program against seasonal and pandemic A/H1N1 influenza among customs officers in Greece.

Science.gov (United States)

Mamma, Maria; Spandidos, Demetrios A

2013-01-01

Health policies from many countries recommend influenza vaccination of "high-priority" professional groups, including customs officers. Our aim was to estimate the economic impact of the vaccination program against influenza among customs officers in Greece during the 2009/2010 period. We developed a decision analytical computational simulation model including dynamic transmission elements that estimated the economic impact of various scenarios with different attack rates, symptomatic percentages and vaccination participation among customs officers. We also assessed in real-time the economic impact of the national 2009/2010 campaign against seasonal and pandemic A/H1N1 influenza. Implementing a seasonal and pandemic A/H1N1 influenza vaccination program among customs officers in Greece with a participation rate of 30%, influenza vaccination was not cost-saving in any of the studied influenza scenarios. When the participation rate reached 100%, the program was cost-saving, when the influenza attack rate was 30% and the symptomatic rate 65%. The real-time estimated mean net cost-benefit value in 2009/2010 period was -7.3 euros/custom officer. With different clinical scenarios, providing a vaccination program against seasonal and pandemic A/H1N1 influenza can incur a substantial net benefit for customs offices. However, the size of the benefit strongly depends upon the attack rate of influenza, the symptomatic rate as well as the participation rate of the customs officers in the program. Copyright © 2012 Elsevier Ireland Ltd. All rights reserved.

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

Directory of Open Access Journals (Sweden)

Burhan KILIÇ

2013-12-01

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

Advantages of customer/supplier involvement in the upgrade of River Bend's IST program

International Nuclear Information System (INIS)

Womack, R.L.; Addison, J.A.

1996-01-01

At River Bend Station, IST testing had problems. Operations could not perform the test with the required repeatability; engineering could not reliably trend test data to detect degradation; licensing was heavily burdened with regulatory concerns; and maintenance could not do preventative maintenance because of poor prediction of system health status. Using Energy's Total Quality principles, it was determined that the causes were: lack of ownership, inadequate test equipment usage, lack of adequate procedures, and lack of program maintenance. After identifying the customers and suppliers of the IST program data, Energy management put together an upgrade team to address these concerns. These customers and suppliers made up the IST upgrade team. The team's mission was to supply River Bend with a reliable, functional, industry correct and user friendly IST program. The IST program in place went through a verification process that identified and corrected over 400 individual program discrepancies. Over 200 components were identified for improved testing methods. An IST basis document was developed. The operations department was trained on ASME Section XI testing. All IST tests have been simplified and shortened, due to heavy involvement by operations in the procedure development process. This significantly reduced testing time, resulting in lower cost, less dose and greater system availability

Radiation protection officers in customs : an experience in Paraguay

International Nuclear Information System (INIS)

Oscar Bordon

2008-01-01

The September 11, 2001 events unleashed an offensive of the United States government to detect devices that could suppose a terrorist threat. One U.S. program entitled the Container Security Initiative affected all the customs in the world. All the countries desiring commerce with the USA must be signatory to the program; otherwise its products will not arrive to the U.S. ports. With that imposition Customs began to invest more in non-intrusive means of detection. The introduction of new equipment into the Customs environment forced the institution to enter a new area called radiation protection. The beginning was difficult due to the lack of knowledge concerning procedures in the ionizing radiation field. Not one legal regulation was known. Fortunately, the regulatory authority followed the purchase of the scanner and communicated the necessity of a license to operate and demanded that a qualified person in the radiation protection area be hired. Initially the main goal required the officer to obtain the license; however, this took some time because neither national nor international norms for scanners in Customs existed. At that time the recommendations of the regulatory authority were essential. Therefore, several procedures were adapted, thus reinforcing the necessity of specific rules for scanners in Customs. The support of the Customs director was essential. A department of radiation protection was created. Immediately a series of informative classes about radiation protection was administered producing changes in the minds of the employees, especially concerning the safety of working with ionizing radiation. This paper discusses the role of the radiation protection officer within Customs, the difficulties of this position, and the benefits that the collaboration of the officer can bring towards the construction of a safety culture in this institution. (author)

Developing Customized Programs for Steel and Other Heavy Industries: A Case Study.

Science.gov (United States)

Day, Philip R., Jr.

1984-01-01

This article discusses the successful implementation of a unique customized training program for steel and other industries. A contextual framework for understanding both the process and the product is presented. Traditional labor management problems are examined as well as the DACUM (Developing a Curriculum) procedure of identifying job-related…

COMPARISON OF CRM PROGRAMS BASING ON IMPROVING CUSTOMER PROFITABILITY: USING THE AHP METHOD

Directory of Open Access Journals (Sweden)

Dong-Fei Xue

2014-04-01

Full Text Available In this paper, we generalize the cause-related marketing (CRM methods that used by most current enterprises. And then, we probe into the difference of the effects of different types of CRM programs aiming at improving customer profitability by analytic hierarchy process (AHP. Consequently, we find out the sequencing results and provide some reference to the enterprises while performing CRM programs.

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.

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.

Using alternative segmentation techniques to examine residential customer`s energy needs, wants, and preferences

Energy Technology Data Exchange (ETDEWEB)

Hollander, C.; Kidwell, S. [Union Electric Co., St. Louis, MO (United States); Banks, J.; Taylor, E. [Cambridge Reports/Research International, MA (United States)

1994-11-01

The primary objective of this study was to examine residential customers` attitudes toward energy usage, conservation, and efficiency, and to examine the implications of these attitudes for how the utility should design and communicate about programs and services in these areas. This study combined focus groups and customer surveys, and utilized several customer segmentation schemes -- grouping customers by geodemographics, as well as customers` energy and environmental values, beliefs, and opinions -- to distinguish different segments of customers.

Your loyalty program is betraying you.

Science.gov (United States)

Nunes, Joseph C; Drèze, Xavier

2006-04-01

Even as loyalty programs are launched left and right, many are being scuttled. How can that be? These days, everyone knows that an old customer retained is worth more than a new customer won. What is so hard about making a simple loyalty program work? Quite a lot, the authors say. The biggest challenges include clarifying business goals, engineering the reward structure, and creating incentives powerful enough to change buying behavior but not so generous that they erode margins. Additionally, companies have to sort out the puzzles of consumer psychology, which can result, for example, in two rewards of equal economic value inspiring very different levels of purchasing. In their research, the authors have discovered patterns in what the successful loyalty programs get right and in how the others fail. Together, their findings constitute a tool kit for designing something rare indeed: a program that won't do you wrong. To begin with, it's important to know exactly what a loyalty program can do. It can keep customers from defecting, induce them to consolidate certain purchases with one seller (in other words, win a greater share of wallet), prompt customers to make additional purchases, yield insight into their behavior and preferences, and turn a profit. A program can meet these objectives in several ways--for instance, by offering rewards (points, say, or frequent-flier miles) divisible enough to provide many redemption opportunities but not so divisible that they fail to lock in customers. Companies striving to generate customer loyalty should avoid five common mistakes: Don't create a new commodity, which can result in price wars and other tit-for-tat competitive moves; don't cater to the disloyal by making rewards easy for just anyone to reap; don't reward purchasing volume over profitability; don't give away the store; and, finally, don't promise what can't be delivered.

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.

Pricing Programs Spur Growth of Renewable Energy Technologies

Science.gov (United States)

marketing of the "green power" product is a critical element of success. Other key factors include whether the program creates "personal value" for customers and the extent to which a utility given utilities and their customers a powerful new tool to foster environmentally friendly energy

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

OpenAIRE

Burhan KILIÇ; Serap OK; Serhat Adem SOP

2013-01-01

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

Efektivitas Loyalty Program dalam Customer Relationship Management terhadap Kepuasan dan Loyalitas Pelanggan (Studi Kegiatan Divisi Retensi dalam Pelaksanaan Loyalty Program “Im3@School Community” pada PT Indosat Tbk. Kantor Cabang Malang

Directory of Open Access Journals (Sweden)

Hesti Kartika Sari

2013-12-01

Full Text Available Abstract: The objective of this research is to analyze the influence of Loyalty Program in Customer Relationship Management (CRM toward satisfaction and loyalty of PT Indosat Tbk. Malang Branch costumers. Loyalty Program is one of the customer retention’s strategies from PT Indosat Tbk. that belongs to development and application process of Customer Relationship Management (CRM. Dealing with that, a corporate could design a Loyalty Program that appropriate with their customers. This program will be very helpful for corporate to increase their customers’ satisfaction, and loyalty, and also to keep their customers influenced by others competitor’s offered. The data in this research analyzed by using linier regression analysis and the result of analysis shows that there are significant influence of Loyalty Program in Customer Relationship Management (CRM toward costumer satisfaction and customer loyalty of PT Indosat Tbk. Malang Branch; and there are significant influence of satisfaction toward loyalty of PT Indosat Tbk. Malang Branch customers. Indeed, to produce loyal customer there is a need of strategy and has done by PT Indosat Tbk. through application of Customer Relationship Management with the highlight in Loyalty Program. This strategy proved could increase corporate business performs by increasing customer satisfaction and in the end could make the loyalty grow in them.

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

DEFF Research Database (Denmark)

Rydén, Pernille; Ringberg, Torsten; Wilke, Ricky

2015-01-01

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

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

Customizing learning programs to the organization and its emplyees : How HRD practitioners create tailored learning programs

NARCIS (Netherlands)

Poell, R.F.; van der Krogt, F.J.

2005-01-01

This study investigates how HRD practitioners customise learning programs, that is, tailor them to take into account the demands set by organisation and participants. A theoretical account of the relations between learning programmes and organisational/individual characteristics is provided. Results

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

Customer experience management in digital channels with marketing automation

OpenAIRE

Mattila, J. (Juho)

2016-01-01

Abstract Superior customer experience and successful customer experience management can create a competitive advantage that is difficult to match by the competitors. However managing customer experience successfully the customer experience needs to be considered in the context of multiple marketing channels and multiple customer segments which requires a lot of resources. With the difficult financial conditions today the us...

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

Creating a Masters in Numeracy Program

Directory of Open Access Journals (Sweden)

Eric Gaze

2010-07-01

Full Text Available The Master of Science in Numeracy program at Alfred University received full approval from the New York State Education Department (NYSED in May of 2007. This first-of-its-kind program seeks to provide teachers at all levels, from across the curriculum, the skills, and more importantly the confidence, to introduce relevant quantitative concepts in their own disciplines. Created to be a complement of the MS Ed. in Literacy, the 30-hour MS in Numeracy program consists of four required core courses (Teaching Numeracy, Teaching with Data, Assessment and Learning Theories in Numeracy, and Doing Science and Numeracy, five electives from a list of numeracy and literacy courses, and a Masters project. The program graduated its first student in May 2008 and three more since then. Major challenges for the program have included the uncertain (i.e., by-application connection between an MS and licensure (in contrast to the automatic professional certification for MS Ed. degrees and the small number of faculty involved in teaching the numeracy courses. The current status of the program is questionable as the person (the author who taught the first three core courses has left the University and has not yet been replaced. Even so, I believe this MS in Numeracy program offers a potentially useful example of a strategy to enhance the spread of QL through teacher preparation.

Office of Equal Opportunity Programs

Science.gov (United States)

Chin, Jennifer L.

2004-01-01

The NASA Glenn Office of Equal Opportunity Programs works to provide quality service for all programs and/or to assist the Center in becoming a model workplace. During the summer of 2004, I worked with Deborah Cotleur along with other staff members to create and modify customer satisfaction surveys. This office aims to assist in developing a model workplace by providing functions as a change agent to the center by serving as an advisor to management to ensure equity throughout the Center. In addition, the office serves as a mediator for the Center in addressing issues and concerns. Lastly, the office provides assistance to employees to enable attainment of personal and organizational goals. The Office of Equal Opportunities is a staff office which reports and provides advice to the Center Director and Executive Leadership, implements laws, regulations, and presidential executive orders, and provides center wide leadership and assistance to NASA GRC employees. Some of the major responsibilities of the office include working with the discrimination complaints program, special emphasis programs (advisory groups), management support, monitoring and evaluation, contract compliance, and community outreach. During my internship in this office, my main objective was to create four customer satisfaction surveys based on EO retreats, EO observances, EO advisory boards, and EO mediation/counseling. I created these surveys after conducting research on past events and surveys as well as similar survey research created and conducted by other NASA centers, program for EO Advisory group members, leadership training sessions for supervisors, preventing sexual harassment training sessions, and observance events. I also conducted research on the style and format from feedback surveys from the Marshall Equal Opportunity website, the Goddard website, and the main NASA website. Using the material from the Office of Equal Opportunity Programs at Glenn Research Center along with my

Customer Avionics Interface Development and Analysis (CAIDA) Lab DEWESoft Display Creation

Science.gov (United States)

Coffey, Connor

2015-01-01

The Customer Avionics Interface Development and Analysis (CAIDA) Lab supports the testing of the Launch Control System (LCS), NASA's command and control system for the Space Launch System (SLS), Orion Multi-Purpose Crew Vehicle (MPCV), and ground support equipment. The objectives of the year-long internship were to support day-to-day operations of the CAIDA Lab, create prelaunch and tracking displays for Orion's Exploration Flight Test 1 (EFT-1), and create a program to automate the creation of displays for SLS and MPCV to be used by CAIDA and the Record and Playback Subsystem (RPS).

Generative design visualize, program, and create with processing

CERN Document Server

Bohnacker, Hartmut; Laub, Julia; Lazzeroni, Claudius

2012-01-01

Generative design is a revolutionary new method of creating artwork, models, and animations from sets of rules, or algorithms. By using accessible programming languages such as Processing, artists and designers are producing extravagant, crystalline structures that can form the basis of anything from patterned textiles and typography to lighting, scientific diagrams, sculptures, films, and even fantastical buildings. Opening with a gallery of thirty-five illustrated case studies, Generative Design takes users through specific, practical instructions on how to create their own visual experiments by combining simple-to-use programming codes with basic design principles. A detailed handbook of advanced strategies provides visual artists with all the tools to achieve proficiency. Both a how-to manual and a showcase for recent work in this exciting new field, Generative Design is the definitive study and reference book that designers have been waiting for.

A Customized Drought Decision Support Tool for Hsinchu Science Park

Science.gov (United States)

Huang, Jung; Tien, Yu-Chuan; Lin, Hsuan-Te; Liu, Tzu-Ming; Tung, Ching-Pin

2016-04-01

Climate change creates more challenges for water resources management. Due to the lack of sufficient precipitation in Taiwan in fall of 2014, many cities and counties suffered from water shortage during early 2015. Many companies in Hsinchu Science Park were significantly influenced and realized that they need a decision support tool to help them managing water resources. Therefore, a customized computer program was developed, which is capable of predicting the future status of public water supply system and water storage of factories when the water rationing is announced by the government. This program presented in this study for drought decision support (DDSS) is a customized model for a semiconductor company in the Hsinchu Science Park. The DDSS is programmed in Java which is a platform-independent language. System requirements are any PC with the operating system above Windows XP and an installed Java SE Runtime Environment 7. The DDSS serves two main functions. First function is to predict the future storage of Baoshan Reservoir and Second Baoshan Reservoir, so to determine the time point of water use restriction in Hsinchu Science Park. Second function is to use the results to help the company to make decisions to trigger their response plans. The DDSS can conduct real-time scenario simulations calculating the possible storage of water tank for each factory with pre-implementation and post-implementation of those response plans. In addition, DDSS can create reports in Excel to help decision makers to compare results between different scenarios.

Writing GNU Emacs Extensions Editor Customizations and Creations with Lisp

CERN Document Server

Glickstein, Bob

2010-01-01

Yes, it is possible to be all things to all people, if you're talking about the Emacs editor. As a user, you can make any kind of customization you want, from choosing the keystrokes that invoke your favorite commands to creating a whole new work environment that looks like nothing ever developed before. It's all in Emacs Lisp -- and in this short but fast-paced book. GNU Emacs is more than an editor; it's a programming environment, a communications package, and many other things. To provide such a broad range of functions, it offers a full version of the Lisp programming language

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

OpenAIRE

TANASE, George Cosmin

2013-01-01

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

Efektivitas Loyalty Program Dalam Customer Relationship Management Terhadap Kepuasan Dan Loyalitas Pelanggan (Studi Kegiatan Divisi Retensi Dalam Pelaksanaan Loyalty Program “Im3@School Community” Pada PT Indosat Tbk. Kantor Cabang Malang)

OpenAIRE

Sari, Hesti Kartika

2009-01-01

The objective of this research is to analyze the influence of Loyalty Program in Customer Relationship Management (CRM) toward satisfaction and loyalty of PT Indosat Tbk. Malang Branch costumers. Loyalty Program is one of the customer retention’s strategies from PT Indosat Tbk. that belongs to development and application process of Customer Relationship Management (CRM). Dealing with that, a corporate could design a Loyalty Program that appropriate with their customers. This program will be...

Advantages of customer/supplier involvement in the upgrade of River Bend`s IST program

Energy Technology Data Exchange (ETDEWEB)

Womack, R.L.; Addison, J.A.

1996-12-01

At River Bend Station, IST testing had problems. Operations could not perform the test with the required repeatability; engineering could not reliably trend test data to detect degradation; licensing was heavily burdened with regulatory concerns; and maintenance could not do preventative maintenance because of poor prediction of system health status. Using Energy`s Total Quality principles, it was determined that the causes were: lack of ownership, inadequate test equipment usage, lack of adequate procedures, and lack of program maintenance. After identifying the customers and suppliers of the IST program data, Energy management put together an upgrade team to address these concerns. These customers and suppliers made up the IST upgrade team. The team`s mission was to supply River Bend with a reliable, functional, industry correct and user friendly IST program. The IST program in place went through a verification process that identified and corrected over 400 individual program discrepancies. Over 200 components were identified for improved testing methods. An IST basis document was developed. The operations department was trained on ASME Section XI testing. All IST tests have been simplified and shortened, due to heavy involvement by operations in the procedure development process. This significantly reduced testing time, resulting in lower cost, less dose and greater system availability.

Mandatory Parent Education Programs Can Create Positive Youth Sport Experiences

Science.gov (United States)

Christofferson, Jennifer; Strand, Bradford

2016-01-01

Youth sport leaders must not ignore the influence parents have on creating a positive developmental experience for young athletes. Therefore, expectations involving parental involvement and conduct must be addressed prior to athletes' participation. This article aims to examine the importance of creating mandatory parental training programs for…

Co-creating service recovery after service failure: The role of brand equity

OpenAIRE

Hazee, Simon; Van Vaerenbergh, Yves; Armirotto, Vincent

2017-01-01

Co-creating service recovery with customers has recently appeared as a new perspective in service research. Prior research demonstrates the effectiveness of co-created recovery strategies in driving customer outcomes, and out- lines when co-creating a service recovery is recommended. This paper complements prior research not only by demonstrating the mediating role of outcome favorability in the relationship between co-created service recov- ery and customer outcomes, but also by showing whet...

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.

Automated Reporting of DXA Studies Using a Custom-Built Computer Program.

Science.gov (United States)

England, Joseph R; Colletti, Patrick M

2018-06-01

Dual-energy x-ray absorptiometry (DXA) scans are a critical population health tool and relatively simple to interpret but can be time consuming to report, often requiring manual transfer of bone mineral density and associated statistics into commercially available dictation systems. We describe here a custom-built computer program for automated reporting of DXA scans using Pydicom, an open-source package built in the Python computer language, and regular expressions to mine DICOM tags for patient information and bone mineral density statistics. This program, easy to emulate by any novice computer programmer, has doubled our efficiency at reporting DXA scans and has eliminated dictation errors.

Influence Preceived Customer Value and Customer Satisfaction Against Customer Loyality (Case Studies in the Tourism Industry Three Star Hotel in Jepara)

OpenAIRE

Istanto, Yuni

2013-01-01

Marketing in the twenty-first century experienced remarkable changes, with the inclusion of progress in the fieldof global information technology through the internet media. In this era many products / services that arepresented through the media, so that the consumer or customer before making a purchase will create aperceived value that customers (CPV) (Kotler, 2009: 134) about the product / service to be bought. The conceptof value is one of the basic elements of the theory of marketing (Am...

The interaction between consumers during the online customer journey

OpenAIRE

Nieminen, Päivi

2017-01-01

The examination of the customer experience throughout customer journey is important to the business and academia. Creating a strong and positive experience within the customer journey will lead to better outcome by improving performance in customer travel at multiple touch points and through enhanced customer loyalty and word of mouth. There are a number of studies about interaction and online customer journey, but only a few research have explored social interactions between consumers during...

Making an APPropriate Care Program for Indigenous Cardiac Disease: Customization of an Existing Cardiac Rehabilitation Program.

Science.gov (United States)

Bradford, DanaKai; Hansen, David; Karunanithi, Mohan

2015-01-01

Cardiovascular disease is a major health problem for all Australians and is the leading cause of death in Aboriginal and Torres Strait Islanders. In 2010, more then 50% of all heart attack deaths were due to repeated events. Cardiac rehabilitation programs have been proven to be effective in preventing the recurrence of cardiac events and readmission to hospitals. There are however, many barriers to the use of these programs. To address these barriers, CSIRO developed an IT enabled cardiac rehabilitation program delivered by mobile phone through a smartphone app and succesfully trialed it in an urban general population. If these results can be replicated in Indigenous populations, the program has the potential to significantly improve life expectancy and help close the gap in health outcomes. The challenge described in this paper is customizing the existing cardiac health program to make it culturally relevant and suitable for Indigenous Australians living in urban and remote communities.

Cities & counties - back to the basics: Creating a local energy program

Energy Technology Data Exchange (ETDEWEB)

NONE

1995-12-01

Outlined in this brochure are steps that local governments, or communities at large, can follow to devise an energy efficiency program. In general, an energy efficiency policy is first legislated by the local governing body. Then, an energy program is created to support the policy by developing and executing an action plan. The steps are: Determine how much you spend on energy; Designate or create a lead office; Link energy programs with community goals; Build grassroots community support; Don`t reinvent the wheel; Prioritize actions and develop a draft plan; Implement the plan; Evaluate success and update the plan; and, Publicize the benefits.

Efektivitas Loyalty Program dalam Customer Relationship Management terhadap Kepuasan dan Loyalitas Pelanggan (Studi Kegiatan Divisi Retensi dalam Pelaksanaan Loyalty Program “Im3@School Community†pada PT Indosat Tbk. Kantor Cabang Malang)

OpenAIRE

Hesti Kartika Sari

2013-01-01

Abstract: The objective of this research is to analyze the influence of Loyalty Program in Customer Relationship Management (CRM) toward satisfaction and loyalty of PT Indosat Tbk. Malang Branch costumers. Loyalty Program is one of the customer retention’s strategies from PT Indosat Tbk. that belongs to development and application process of Customer Relationship Management (CRM). Dealing with that, a corporate could design a Loyalty Program that appropriate with their customers. This progr...

Cranial reconstruction: 3D biomodel and custom-built implant created using additive manufacturing.

Science.gov (United States)

Jardini, André Luiz; Larosa, Maria Aparecida; Maciel Filho, Rubens; Zavaglia, Cecília Amélia de Carvalho; Bernardes, Luis Fernando; Lambert, Carlos Salles; Calderoni, Davi Reis; Kharmandayan, Paulo

2014-12-01

Additive manufacturing (AM) technology from engineering has helped to achieve several advances in the medical field, particularly as far as fabrication of implants is concerned. The use of AM has made it possible to carry out surgical planning and simulation using a three-dimensional physical model which accurately represents the patient's anatomy. AM technology enables the production of models and implants directly from a 3D virtual model, facilitating surgical procedures and reducing risks. Furthermore, AM has been used to produce implants designed for individual patients in areas of medicine such as craniomaxillofacial surgery, with optimal size, shape and mechanical properties. This work presents AM technologies which were applied to design and fabricate a biomodel and customized implant for the surgical reconstruction of a large cranial defect. A series of computed tomography data was obtained and software was used to extract the cranial geometry. The protocol presented was used to create an anatomic biomodel of the bone defect for surgical planning and, finally, the design and manufacture of the patient-specific implant. Copyright © 2014 European Association for Cranio-Maxillo-Facial Surgery. Published by Elsevier Ltd. All rights reserved.

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. Copyright 2008 APA

The Impact of Interpersonal Communication toward Customer Satisfaction: The Case of Customer Service of Sari Asih Hospital

Directory of Open Access Journals (Sweden)

Agung W. A. Novalia

2018-01-01

Full Text Available Customer Service has a considerable role. In order to retain the loyal customer, their attitude should be friendly, courteous, patient, and willing to listen to what customer said. Good Customer Service should create customer satisfaction for it is the presence of customer determines the existence of the company. This condition is also true for hospital as it is the case of Sari Asih Hospital in Ciledug, Indonesia. Sari Asih Hospital is a private hospital whose average patients are more than 700 patients monthly. This study assume that the interpersonal communication might be the cause. In constructing the argument, this paper will use the Humanistic Perspective Theory and the Theory of Value Expectancy. Quantitative approach will be the method and the survey will use the accident sampling among customers. It was found that the Impact of Interpersonal Communication Sari Asih Hospital toward Customer Satisfaction is has possitive effect.

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.

The value of customer preference

International Nuclear Information System (INIS)

Herig, C.; Houston, A.

1996-01-01

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

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.

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

OpenAIRE

Nyberg, Emma; Soini, Mathias

2017-01-01

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

Captivate the customer or vanish

International Nuclear Information System (INIS)

Regis, J.

1994-01-01

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

The Relationship between a Company and its Customers

OpenAIRE

Hamid Tohidi; Mohammad Mehdi Jabbari

2012-01-01

Purpose- In today’s highly competitive world, an increasing number of organizations have realized the importance of becoming more customer-centric and invested a large amount of time and resources in a Customer Relationship Management (CRM) system with the aim of better managing their customers. The aims of CRM are to satisfy, retain, and create repurchase intention and loyalty to the customers on the services offered by the banks. Previous researches have confirmed that technology factors su...

Moderating and mediating effects of switching costs on the relationship between service value, customer satisfaction and customer loyalty: investigation of retail banking in Vietnam

OpenAIRE

Vu Minh Ngo; Drahomíra Pavelková

2017-01-01

Switching cost highlights the way how companies create barriers to proactively prevent customer defection which directly and significantly affects customer loyalty and then companies’ performance. The purpose of this paper is to provide empirical evidences about the impact of switching cost on customer loyalty by examining its mediating and moderating effects on the relationships between service value, customer satisfaction and customer loyalty. Specially, two difference types of switching co...

A new "loyalty rewards" program in health care customer relationships.

Science.gov (United States)

Macstravic, Scott

2006-01-01

"Loyalty rewards" in sponsored DM and HRM programs can apply to both providers and consumers. Physicians and hospitals can be paid to "loyally" adhere to payers' guidelines for managing diseases and risks. Many payer and their outsourced vendor programs include significant efforts to create collaborations between payer and provider, rather than relying on unilateral efforts. And growing numbers are rewarding providers for their efforts and results achieved.

Certified meter data managers provide potent tool : Utilities, customers benefit from accurate energy data

Energy Technology Data Exchange (ETDEWEB)

Hall, V.

2004-02-01

The use of customer energy information and its importance in building business-to-business and business-to-consumer demographic profiles, and the role of certified meter data management agents, i.e. companies that have created infrastructures to manage large volumes of energy data that can be used to drive marketing to energy customers, is discussed. Short and long-term load management planning, distribution planning, outage management and demand response programs, efforts to streamline billing and create revenue-generating value-added services, are just some of the areas that can benefit from comprehensively collected and accurate consumer data. The article emphasizes the process of certification, the benefits certified meter data management companies can provide to utilities as well as to consumers, their role in disaster recovery management, and characteristics of the way such companies bring the benefits of their operations to their client utilities and consumers. 1 tab.

Customer satisfaction and enterprise market activity risk

Directory of Open Access Journals (Sweden)

Lech Nieżurawski

2014-12-01

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

Innovating with customers online : A comparative study of European customers’ motives to co-create

NARCIS (Netherlands)

Constantinides, Efthymios; Lorenzo Romero, Carlota; Del Chiappa, Giacomo

2018-01-01

Online co-creation is popular due to the easy interaction with large numbers of customers on a global scale; increasingly, online customers are willing to spend time and effort on business innovation processes as a way to influence the development of products and services. Finding and attracting the

Advanced CANDU reactor development: a customer-driven program

International Nuclear Information System (INIS)

Hopwood, J.M.

2005-01-01

The Advanced CANDU Reactor (ACR) product development program is well under way. The development approach for the ACR is to ensure that all activities supporting readiness for the first ACR project are carded out in parallel, as parts of an integrated whole. In this way design engineering, licensing, development and testing, supply chain planning, construct ability and module strategy, and planning for commissioning and operations, all work in synergy with one another. Careful schedule management :ensures that program focus stays on critical path priorities.'This paper provides an overview of the program, with an emphasis on integration to ensure maximum project readiness, This program management approach is important now that AECL is participating as the reactor vendor in Dominion Energy's DOE-sponsored Combined Construction/Operating License (COL) program. Dominion Energy selected the ACR-700 as their reference reactor technology for purposes of demonstrating the COL process. AECL's development of the ACR is unique in that pre-licensing activities are being carded out parallel in the USA and Canada, via independent, but well-communicated programs. In the short term, these programs are major drivers of ACR development. The ACR design approach has been to optimize to achieve major design objectives: capital cost reduction, robust design with ample margins, proveness by using evolutionary change from existing :reference plants, design for ease :of operability. The ACR development program maintains these design objectives for each of the program elements: Design: .Carefully selected design innovations based on the SEU fuel/light water coolant:/heavy water moderator approach. Emphasis on lessons-learned review from operating experience and customer feedback Licensing: .Safety case based on strengths of existing CANDU plus benefits of optimised design Development and Test: Choice of materials, conditions to enable incremental testing building on existing CANDU and LWR

The MSCA Program: Developing Analytic Unicorns

Science.gov (United States)

Houghton, David M.; Schertzer, Clint; Beck, Scott

2018-01-01

Marketing analytics students who can communicate effectively with decision makers are in high demand. These "analytic unicorns" are hard to find. The Master of Science in Customer Analytics (MSCA) degree program at Xavier University seeks to fill that need. In this paper, we discuss the process of creating the MSCA program. We outline…

Housing management and the creation of customer value

NARCIS (Netherlands)

Dogge, P.J.C.; Smeets, J.J.A.M.

2004-01-01

Creating customer value is the greatest challenge facing profit and non- profit landlords nowadays. By offering valuable products landlords can distinguish themselves from competitors in the housing market. In marketing literature two meanings exist for the phrase "customer value": value of a

AutoCAD platform customization VBA

CERN Document Server

Ambrosius, Lee

2015-01-01

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

Creating Practitioners of Design for Quality through Education

DEFF Research Database (Denmark)

Robotham, Antony John

1998-01-01

The above paper described my experiences of teaching engineering students to be able to create products of the highest design quality. The paper identifies the need to have a good understanding of the needs of the customer and to be able to create products, which have a range of quality attributes...... would be of higher quality and provide greater customer satisfaction if designers were continually aware of all life-phase needs....

Web Based Customized Design

OpenAIRE

Moi, Morten Benestad

2013-01-01

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

Corporate Social Responsibility Program Impacts the Customer Loyalty of Bank Rakyat Indonesia Branch Manado

OpenAIRE

Mekel, Peggy A.; Talumepa, Gary C.

2014-01-01

The successfulness of a firm is not just determined by its financial metrics. Corporate social responsibility (CSR) lately becomes one major concern in businesses which are indicating whether the company goes well or not. CSR program is the major concern that will be elaborate in this research. The aim of this research is to know if CSR programs of BRI branch Manado impact its customer loyalty and what are the factors that influence. This study is conducted by quantitative technique with asso...

Sustainable Development of Slow Fashion Businesses: Customer Value Approach

Directory of Open Access Journals (Sweden)

Sojin Jung

2016-06-01

Full Text Available As an alternative to the prevalent fast fashion model, slow fashion has emerged as a way of enhancing sustainability in the fashion industry, yet how slow fashion can enhance profitability is still largely unknown. Based on a customer value creation framework, this study empirically tested a structural model that specified the slow fashion attributes that contribute to creating perceived customer value, which subsequently increases a consumer’s intention to buy and pay a price premium for slow fashion products. An analysis of 221 U.S. consumer data revealed that delivering exclusive product value is significantly critical in creating customer value for slow fashion, and customer value, in turn, positively affects consumers’ purchase intentions. Further analysis also revealed that different slow fashion attributes distinctively affect customer value. This provides potential strategies on which slow fashion businesses can focus to secure an economically sustainable business model, thereby continuously improving environmental and social sustainability with the slow fashion ideal.

The Effectiveness Of The Intelligence E-CRM Application In Enhancing Positive Customer Relationships

Directory of Open Access Journals (Sweden)

Bashar Ahmed

2015-07-01

Full Text Available AbstractE-CRM electronic customer relationship management is a derivation from CRM techniques which influenced direct marketing technology and call Centre to promote massively created products and services to small sub-segments of market. When CRM techniques are incorporated in e-commerce environment it becomes E-CRM which involves building a strong and sustainable customer relationship by using Internet. It is a strategy which is purely based on Internet and software development it requires to create essential integrated software suite to deal with all kinds of customer related issues like customer services sales and marketing field support. The essential parts of E-CRM are to focus on building new customer base segmentation of high valued customers enhancing the profitability of existing customer and maximize the value and life of profitable customers.

An Evaluation of the Federal Energy Management Program Technical Assistance Workshops: Results of a 1998 Customer Survey

Energy Technology Data Exchange (ETDEWEB)

G. B. Gordon; N. Hall

1999-04-01

This report presents the results of a customer telephone survey of the participants of six workshops provided by the U. S. Department of Energy Federal Energy Management Program (FEMP) during calendar years 1995 and 1996. The primary purpose for the survey was to provide the Team Leader for FEMP Technical Assistance and members of the team with detailed customer feedback pertaining to how well selected FEMP workshops are doing and to identify areas for improvement. The information presented enables managers to see both the strengths of their workshops, as well as workshop components that can be improved. In addition, the report identifies the questions included in the survey that were the most productive for obtaining customers experiences, opinions and recommendations. The experiences gained during this survey provide a platform from which to launch an annual FEMP customer survey.

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

Customer experience in marketing: History, concept and management

Directory of Open Access Journals (Sweden)

Štavljanin Velimir

2017-01-01

Full Text Available Companies are nowadays faced with challenges regarding interaction with customers through various touchpoints in multichannel environment. Key priority in that situation is to manage all those touchpoints in such a way to optimize customer experience. In a context like this customer experience management is becoming a priority for a large number of companies. The aim of this paper is to clarify the concept of customer experience, bring it closer to the academic and practitioner community, and create interest for this relatively novel concept. Paper provides historical review of the literature in the domain of consumer experience, detailed analysis of customer experience concept, and present models of customer experience management.

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

Directory of Open Access Journals (Sweden)

Ambarwati Ambarwati

2015-09-01

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

Social Customs and Trade Union Membership

DEFF Research Database (Denmark)

Ibsen, Christian Lyhne; Toubøl, Jonas; Jensen, Daniel Sparwath

2017-01-01

In this article, we investigate the effect of social customs on one of the most important instances of collective action, namely, workers uniting in trade unions. Although many studies have used social custom theory to explain unionization, existing studies have not adequately analysed social...... customs at the workplace. Using workplace union density as a proxy for social custom, this analysis improves existing studies in a number of ways. First, multi-level analyses of a large panel data set from Denmark reveal that there is a significant positive effect of workplace union density...... in unionization are required to create self-sustaining social customs for union membership. Thirdly, we test the acceleration using segmented regression analysis and find a significant acceleration around 45–65 per cent workplace union density. In the conclusion, we discuss the implications of our study...

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.

From slogans to strategy: a workable approach to customer satisfaction and retention.

Science.gov (United States)

Timm, P R

1997-01-01

Too many organizations confuse slogans, good intentions, or mechanical phrases with customer service. Most recognize that the most powerful way to prosper in today's economy is to enhance customer satisfaction and loyalty. But customer service has little to do with mottos, slogans, or mechanical phrases. The real management challenge lies in translating the slogans into employee actions that create customer satisfaction and loyalty--in creating a strategy for ensuring good service intentions and exceptional service results. This article shows a logical, theoretically sound approach to building and implementing what I call an E-Plus Customer Satisfaction strategy. Incidentally, I use the term "customer" throughout this article, but I recognize that we have different terms in various organizations. So feel free to substitute "patient", "guest", "client", or any other synonym. The principles are the same.

An Enterprise Perspective on Customer Value Propositions for Open Source Software

Directory of Open Access Journals (Sweden)

Aparna Shanker

2012-12-01

Full Text Available Research on open source software (OSS has examined value creation primarily from the perspective of the individuals and suppliers that create the software. The perspective of enterprise users who use and pay for OSS has been largely neglected so far. Understanding what paying customers want and how to create products and services they value is the cornerstone of any business model. Therefore, research on what enterprise users value in OSS is of paramount importance to OSS solution suppliers; it can be used to create a new customer base and sustain an existing one. This study examines the value of OSS as perceived by enterprise customers. Through an analysis of three literature streams (firm participation in open source software, business models, and customer value, a model on customer value creation was developed. Interviews were conducted with nine decision makers from enterprises that use OSS in operational projects. The key findings of this research are that: i the maturity of the software determines the degree to which customers value their relationship with the supplier; ii customers value differentiating functionality and costs savings; and iii switching costs with OSS depend on the size, complexity, and dependencies of the software itself. This research identifies the points of value that the suppliers of OSS should focus on, and it points to the need for marketing strategies that can demonstrate this value to enterprise customers.

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.

Fabrication of custom-shaped grafts for cartilage regeneration.

Science.gov (United States)

Koo, Seungbum; Hargreaves, Brian A; Gold, Garry E; Dragoo, Jason L

2010-10-01

to create a custom-shaped graft through 3D tissue shape reconstruction and rapid-prototype molding methods using MRI data, and to test the accuracy of the custom-shaped graft against the original anatomical defect. An iatrogenic defect on the distal femur was identified with a 1.5 Tesla MRI and its shape was reconstructed into a three-dimensional (3D) computer model by processing the 3D MRI data. First, the accuracy of the MRI-derived 3D model was tested against a laser-scan based 3D model of the defect. A custom-shaped polyurethane graft was fabricated from the laser-scan based 3D model by creating custom molds through computer aided design and rapid-prototyping methods. The polyurethane tissue was laser-scanned again to calculate the accuracy of this process compared to the original defect. The volumes of the defect models from MRI and laser-scan were 537 mm3 and 405 mm3, respectively, implying that the MRI model was 33% larger than the laser-scan model. The average (±SD) distance deviation of the exterior surface of the MRI model from the laser-scan model was 0.4 ± 0.4 mm. The custom-shaped tissue created from the molds was qualitatively very similar to the original shape of the defect. The volume of the custom-shaped cartilage tissue was 463 mm3 which was 15% larger than the laser-scan model. The average (±SD) distance deviation between the two models was 0.04 ± 0.19 mm. This investigation proves the concept that custom-shaped engineered grafts can be fabricated from standard sequence 3-D MRI data with the use of CAD and rapid-prototyping technology. The accuracy of this technology may help solve the interfacial problem between native cartilage and graft, if the grafts are custom made for the specific defect. The major source of error in fabricating a 3D custom-shaped cartilage graft appears to be the accuracy of a MRI data itself; however, the precision of the model is expected to increase by the utilization of advanced MR sequences with higher magnet

Worldwide Warehouse: A Customer Perspective

Science.gov (United States)

1994-09-01

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

Manage customer-centric innovation--systematically.

Science.gov (United States)

Selden, Larry; MacMillan, Ian C

2006-04-01

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

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

Science.gov (United States)

2010-04-01

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

Rancang Bangun Sistem Informasi Customer Loyalty untuk Keunggulan Kompetitif Organisasi

Directory of Open Access Journals (Sweden)

Sri Mulyani

2014-02-01

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

Identifying, meeting, and assessing customer expectations

International Nuclear Information System (INIS)

Danner, T.A.

1995-01-01

Maintaining proficiency in carrying out mission goals is fundamental to the success of any organization. The definitive mission of the Waste Management and Remedial Action Division (WMRAD) of Oak Ridge National Laboratory (ORNL) is open-quotes to conduct waste management activities in a compliant, publicly acceptable, technically sound, and cost-efficient mannerclose quotes. In order to effectively fulfill this mission, must meet or exceed several standards in respect to our customers. These include: (1) identifying current and future customer expectations; (2) managing our relationships with our customers; (3) ensuring our commitment to our customers; and (4) measuring our success m customer satisfaction. Our customers have a great variety of requirements and expectations. Many of these are in the form of local, state, and federal regulations and environmental standards. Others are brought to our attention through inquires made to the Department of Energy (DOE).Consumer surveys have proven to be effective tools which have been used to make improvements, enhance certain program elements, and identify beneficial areas in already existing programs. In addition, national working groups, technology transfer meetings, and manager/contractor's meeting offer excellent opportunities to assess our activities

An empirical study to identify and rank CSFs in customer relationship management (CRM: A case study of oil products distribution

Directory of Open Access Journals (Sweden)

Seyed Mehdi Tofighi

2011-10-01

Full Text Available Customer relationship management (CRM is founded based on the value exchange between organization and customers and focuses merely on the value created in this connection. In this paper, the critical success factors are identified for a proper and effective implementation of CRM for an oil distribution company. The proposed survey of this paper identifies some important factors affecting the CRM implementation and determines the most important ones using a survey. The results indicate that there are twelve factors playing the most important roles on the success of CRM. There are CRM strategy, knowledge management in customer relationship, CRM technology, effective strategic committee, management of customer contact channels, customer information management, customer-oriented change management, training programs, strategic communication with staff, staff commitment, integration, and sectional implementation. We categorize the factors into two levels based on the level of their importance. The first level consists of the most important ones include only four items and the other eight items are categorized in level 2.

Comparative Analysis Of Customer Relationship Management at Grand Aston Hotel Medan and Polonia Hotel Medan and Its Impact To The Customer Loyalty

OpenAIRE

Lubis, Arlina Nurbaity; Absah, Yeni

2016-01-01

Tourism business development can increase the competition, particularly in the hotel industries. The existence of new hotels including five star hotels and the trend of budget hotel or pop hotels can increase the competition. One way to survive from the competition is by making a good relationship with the customers. The implementation of customer relationship management (CRM) can be used as business strategy to face the competition. CRM can create customer loyalty because by usin...

Customer Service Programming

Science.gov (United States)

1982-01-01

Use of computer program STRCMACS has enabled Illinois Bell Telephone, a subsidiary of American Telephone and Telegraph to cut software development costs about 10 percent by reducing program maintenance and by allowing the department to bring other software into operation more quickly. It has also been useful in company training of programming staff.

Measuring Customer Satisfaction: Practices of Leading Military and Commercial Service Organizations

Science.gov (United States)

1994-09-01

Satisfaction and Its Determinants .................................. 2-10 4-A. UCS Customer Relationship Management Strategies...urgency (61 :ix) An integral part of UCS’s quality program is its cus, ner relationship management program. Figure 4-A shows how the customer impacts...scale in five broad areas: planning, financial management , program management , schedule, and working relationships . Internal customer satisfaction is

VISMASHUP: streamlining the creation of custom visualization applications

Energy Technology Data Exchange (ETDEWEB)

Ahrens, James P [Los Alamos National Laboratory; Santos, Emanuele [UNIV OF UTAH; Lins, Lauro [UNIV OF UTAH; Freire, Juliana [UNIV OF UTAH; Silva, Cl' audio T [UNIV OF UTAH

2010-01-01

Visualization is essential for understanding the increasing volumes of digital data. However, the process required to create insightful visualizations is involved and time consuming. Although several visualization tools are available, including tools with sophisticated visual interfaces, they are out of reach for users who have little or no knowledge of visualization techniques and/or who do not have programming expertise. In this paper, we propose VISMASHUP, a new framework for streamlining the creation of customized visualization applications. Because these applications can be customized for very specific tasks, they can hide much of the complexity in a visualization specification and make it easier for users to explore visualizations by manipulating a small set of parameters. We describe the framework and how it supports the various tasks a designer needs to carry out to develop an application, from mining and exploring a set of visualization specifications (pipelines), to the creation of simplified views of the pipelines, and the automatic generation of the application and its interface. We also describe the implementation of the system and demonstrate its use in two real application scenarios.

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

Desktop publishing and validation of custom near visual acuity charts.

Science.gov (United States)

Marran, Lynn; Liu, Lei; Lau, George

2008-11-01

Customized visual acuity (VA) assessment is an important part of basic and clinical vision research. Desktop computer based distance VA measurements have been utilized, and shown to be accurate and reliable, but computer based near VA measurements have not been attempted, mainly due to the limited spatial resolution of computer monitors. In this paper, we demonstrate how to use desktop publishing to create printed custom near VA charts. We created a set of six near VA charts in a logarithmic progression, 20/20 through 20/63, with multiple lines of the same acuity level, different letter arrangements in each line and a random noise background. This design allowed repeated measures of subjective accommodative amplitude without the potential artifact of familiarity of the optotypes. The background maintained a constant and spatial frequency rich peripheral stimulus for accommodation across the six different acuity levels. The paper describes in detail how pixel-wise accurate black and white bitmaps of Sloan optotypes were used to create the printed custom VA charts. At all acuity levels, the physical sizes of the printed custom optotypes deviated no more than 0.034 log units from that of the standard, satisfying the 0.05 log unit ISO criterion we used to demonstrate physical equivalence. Also, at all acuity levels, log unit differences in the mean target distance for which reliable recognition of letters first occurred for the printed custom optotypes compared to the standard were found to be below 0.05, satisfying the 0.05 log unit ISO criterion we used to demonstrate functional equivalence. It is possible to use desktop publishing to create custom near VA charts that are physically and functionally equivalent to standard VA charts produced by a commercial printing process.

Ontology for customer centric digital services and analytics

Science.gov (United States)

Keat, Ng Wai; Shahrir, Mohammad Shazri

2017-11-01

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

Optimal contracts decision of industrial customers

International Nuclear Information System (INIS)

Tsay, M.-T.; Lin, W.-M.; Lee, J.-L.

2001-01-01

This paper develops a software package to calculate the optimal contract capacities for industrial customers. Based on the time-of-use (TOU) rates employed by the Taiwan Power Company, the objective function is formulated, to minimize the electricity bill of industrial customers during the whole year period. Evolutionary programming (EP) was adopted to solve this problem. Users can get the optimal contract capacities for the peak load, semi-peak load, and off-peak load, respectively. Practical load consumption data were used to prove the validity of this program. Results show that the software developed in this paper can be used as a useful tool for industrial customers in selecting contract capacities to curtail the electricity bill. (author)

Formal computer-aided product family architecture design for mass customization

DEFF Research Database (Denmark)

Bonev, Martin; Hvam, Lars; Clarkson, John

2015-01-01

With product customization companies aim at creating higher customer value and stronger economic benefits. The profitability of the offered variety relies on the quality of the developed product family architectures and their consistent implementation in configuration systems. Yet existing method...

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

OpenAIRE

Jonathan, Hansel

2013-01-01

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

A computer program for creating keyword indexes to textual data files

Science.gov (United States)

Moody, David W.

1972-01-01

A keyword-in-context (KWIC) or out-of-context (KWOC) index is a convenient means of organizing information. This keyword index program can be used to create either KWIC or KWOC indexes of bibliographic references or other types of information punched on. cards, typed on optical scanner sheets, or retrieved from various Department of Interior data bases using the Generalized Information Processing System (GIPSY). The index consists of a 'bibliographic' section and a keyword-section based on the permutation of. document titles, project titles, environmental impact statement titles, maps, etc. or lists of descriptors. The program can also create a back-of-the-book index to documents from a list of descriptors. By providing the user with a wide range of input and output options, the program provides the researcher, manager, or librarian with a means of-maintaining a list and index to documents in. a small library, reprint collection, or office file.

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

Directory of Open Access Journals (Sweden)

Katarzyna Szmyd

2013-09-01

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

Pengaruh e-CRM dan Service Quality terhadap Customer Satisfaction dan Dampaknya terhadap Customer Loyalty pada PT XL

Directory of Open Access Journals (Sweden)

Marshellina Marshellina

2013-11-01

Full Text Available This study aims to look at the influence and how much the influence of e-CRM (X1 and Quality of Service (X2 for Customer Satisfaction (Y that impact on Customer Loyalty (Z at PT XL. Data collection techniques were with questionnaires, the number of population in this study was approximately three millionrespondents, ie customers who use the product XL in West Jakarta, because the area most widely uses XL provider. Total sample was 100 respondents and the technique used was simple random sampling. The method used in this study was Pearson correlation and path analysis. Based on the results of data analysis, structural equation is Y = 0.310 + 0.330 X1 + X2 0.874 and Z = 0.005 X1 + X2 + 0.449 -0.070 + 0.903 Y, which Electronic Customer Relationship Management and the quality of service have yet to be effective in providing a positive influence for customer loyalty directly, but it must go through prior customer satisfaction as an intervening variable. Therefore, more companies should make improvements to the new way of communicating with customers via electronic media because it gives quite effective results for customer satisfaction in PT XL. Inaddition, PT XL should provide training and better development for the employees working in the company to improve the quality of service that can create customer loyalty.

Pengaruh Customer Service Quality, Customer Perceived Value, Customer Satisfaction, Customer Trust Dan Switching Barriers Terhadap Customer Retention.

OpenAIRE

Hardjanti, Adiati; Amalia, Dinna

2014-01-01

Penelitian ini bertujuan untuk mengetahui pengaruh customer service quality, customer perceived value, customer satisfaction, customer trust dan switching barriers terhadap customer retention. Rancangan penelitian yang digunakan dalam penelitian ini adalah pengujian hipotesis (testing hypotesis). Pengambilan sampel dalam penelitian ini menggunakan teknik purposive sampling dan keseluruhan hipotesis diuji dengan metode structural equation modeling yang menggunakan Amos 7.0. Data dalam peneliti...

Customer value & business success in the 21st century.

Science.gov (United States)

Szablowski, P A

2000-01-01

Many health care organizations are realizing the importance of understanding the needs and expectations of customers and prospective customers, coupled with developing services that best meet and exceed those expectations. These concepts represent an innovative yet fundamental approach to building success beyond the clinical aspects. To create, build on, and measure the "customer value factor" in its bottom line, health care organizations must (1) understand how meeting and exceeding the needs and expectations of customers will become the most significant differentiator of true business value, (2) learn how to develop realistic, measurable, and successful customer value processes within complex organizations, (3) understand how customer value can link with the power of strategic communications to become the new currency for the next millennium.

Can a customer relationship management program improve recruitment for primary care research studies?

Science.gov (United States)

Johnston, Sharon; Wong, Sabrina T; Blackman, Stephanie; Chau, Leena W; Grool, Anne M; Hogg, William

2017-11-16

Recruiting family physicians into primary care research studies requires researchers to continually manage information coming in, going out, and coming in again. In many research groups, Microsoft Excel and Access are the usual data management tools, but they are very basic and do not support any automation, linking, or reminder systems to manage and integrate recruitment information and processes. We explored whether a commercial customer relationship management (CRM) software program - designed for sales people in businesses to improve customer relations and communications - could be used to make the research recruitment system faster, more effective, and more efficient. We found that while there was potential for long-term studies, it simply did not adapt effectively enough for our shorter study and recruitment budget. The amount of training required to master the software and our need for ongoing flexible and timely support were greater than the benefit of using CRM software for our study.

Creating the living brand.

Science.gov (United States)

Bendapudi, Neeli; Bendapudi, Venkat

2005-05-01

It's easy to conclude from the literature and the lore that top-notch customer service is the province of a few luxury companies and that any retailer outside that rarefied atmosphere is condemned to offer mediocre service at best. But even companies that position themselves for the mass market can provide outstanding customer-employee interactions and profit from them, if they train employees to reflect the brand's core values. The authors studied the convenience store industry in depth and focused on two that have developed a devoted following: QuikTrip (QT) and Wawa. Turnover rates at QT and Wawa are 14% and 22% respectively, much lower than the typical rate in retail. The authors found six principles that both firms embrace to create a strong culture of customer service. Know what you're looking for: A focus on candidates' intrinsic traits allows the companies to hire people who will naturally bring the right qualities to the job. Make the most of talent: In mass-market retail, talent is generally viewed as a commodity, but that outlook becomes a self-fulfilling prophesy. Create pride in the brand: Service quality depends directly on employees' attachment to the brand. Build community: Wawa and QT have made concerted efforts to build customer loyalty through a sense of community. Share the business context: Employees need a clear understanding of how their company operates and how it defines success. Satisfy the soul: To win an employee's passionate engagement, a company must meet his or her needs for security, esteem, and justice.

Studying the Mediator Role of Customer Based Brand Equity in Successful Customer Relationship and Brand Image of Five Star Hotels in Mashhad

OpenAIRE

Fariborz Rahimnia; Seyede Zahra Fatemi

2012-01-01

Branding and brand management in the marketing world of today have many followers. In the service sector, brands are treated as a quick way to identify and differentiate themselves and create an image in the minds of their customers. Among the intangible aspects of a product or service, brand image is the most important aspect, which is emphasized in marketing strategies. Service firms try to communicate with their customers and make a desired image in the mind of their customers by influenci...

Using big data for customer centric marketing

OpenAIRE

Camilleri, Mark Anthony; Evans, Chris

2016-01-01

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

A study on ranking ethical factors influencing customer loyalty

Directory of Open Access Journals (Sweden)

Mahmood Modiri

2013-10-01

Full Text Available Having loyal customer is the primary objective of any business owner since loyal customers purchase on regular basis, create sustainable growth and reduce risk of bankruptcy. During the past few years, many people argue that customer loyalty must be established through ethical values. In this paper, we present an empirical investigation to detect ethical factors influencing customer loyalty. The proposed study determines five criteria including customer repurchase, interest in brand, recommending brand to others, positive attitude toward brand and cognitive loyalty to brand. These criteria have been ranked using fuzzy analytical network process. The study determines 14 different ethical values, which may play essential role on customer loyalty and using VIKOR, different ethical values are ranked. The study indicates that welcoming customers is the most important factor followed by cheerfulness, on time delivery, being informative and having appropriate standards.

How to deal with unprofitable customers? A salesforce compensation perspective

OpenAIRE

Banerjee, Sumitro; Thevaranjan, Alex P.

2013-01-01

We show that prices and incentives recommended by the salesforce literature when targeting a profitable segment can attract unprofitable customers, particularly when salespeople have high productivity and low risk (i.e., risk aversion times uncertainty). Therefore, when customers are unidentifiable, unprofitable customers may also enter the market creating an adverse selection problem for the salespeople. By solving the moral hazard and adverse selection problems simultaneously, we show that ...

The future of utility customer-funded energy efficiency programs in the USA. Projected spending and savings to 2025

Energy Technology Data Exchange (ETDEWEB)

Barbose, G.L.; Goldman, C.A.; Hoffman, I.M.; Billingsley, M. [Ernest Orlando Lawrence Berkeley National Laboratory, One Cyclotron Road, MS 90R4000, Berkeley, CA 94720-8136 (United States)

2013-08-15

We develop projections of future spending on, and savings from, energy efficiency programs funded by electric and gas utility customers in the USA, under three scenarios through 2025. Our analysis, which updates a previous LBNL study, relies on detailed bottom-up modeling of current state energy efficiency policies, regulatory decisions, and demand-side management and utility resource plans. The three scenarios are intended to represent a range of potential outcomes under the current policy environment (i.e., without considering possible major new policy developments). Key findings from the analysis are as follows: (1) By 2025, spending on electric and gas efficiency programs (excluding load management programs) is projected to double from 2010 levels to USD 9.5 billion in the medium case, compared to USD 15.6 billion in the high case and USD 6.5 billion in the low case; (2) Compliance with statewide legislative or regulatory savings or spending targets is the primary driver for the increase in electric program spending through 2025, though a significant share of the increase is also driven by utility DSM planning activity and integrated resource planning; (3) Our analysis suggests that electric efficiency program spending may approach a more even geographic distribution over time in terms of absolute dollars spent, with the Northeastern and Western states declining from over 70 % of total USA spending in 2010 to slightly more than 50 % in 2025, and the South and Midwest splitting the remainder roughly evenly; (4) Under our medium case scenario, annual incremental savings from customer-funded electric energy efficiency programs increase from 18.4 TWh in 2010 in the USA (which is about 0.5 % of electric utility retail sales) to 28.8 TWh in 2025 (0.8 % of retail sales); (5) These savings would offset the majority of load growth in the Energy Information Administration's most recent reference case forecast, given specific assumptions about the extent to which future

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...

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

NARCIS (Netherlands)

Koelemeijer, K.

1991-01-01

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

Video-CRM: understanding customer behaviors in stores

Science.gov (United States)

Haritaoglu, Ismail; Flickner, Myron; Beymer, David

2013-03-01

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

Design, effectiveness and role of visual merchandising in creating customer appeal

OpenAIRE

Pillai, Rajasekharan; Iqbal, Azmiya; Umer, Habiba; Maqbool, Aisha; Sunil, Namrata

2011-01-01

This study aims to find out how and to what extent outlets incorporate visual merchandising, that appeals to the customers and lead to a potential purchase. The survey method was followed to conduct the study and data were collected through sampling techniques from identified respondents, who were selected through convenient and judgment methods. The major findings in the light of the objectives of this project were that most of the stores need to have attractive window displays, proper store...

SOCIAL CRM FOR CUSTOMER KNOWLEDGE MANAGEMENT

Directory of Open Access Journals (Sweden)

Dorota Buchnowska

2014-12-01

Full Text Available The recent development and expansion of Web 2.0 technologies have created remarkable opportunities for Customer Knowledge Management (CKM. The goals of this paper are to analyze how organizations can apply Social CRM (social technologies integrated with traditional CRM systems systems for CKM and to investigate what benefits they may derive from the use of social technologies. To achieve these objectives, the article shows the concept of Social CRM, differences between CRM and SCRM, and a review of CKM models presented in the literature. Then, there are indicated the possibilities of using SCRM solutions in the processes of customer knowledge management, and there are presented examples of the use of different types of social media in the management of different types of customer knowledge.

DSM and the transformation of an electric utility and its customers

International Nuclear Information System (INIS)

Fraser, M.

1993-01-01

This paper will trace the evolution of Ontario Hydro's DSM programs from an alternative to supply side resources to a core function of the utility. Ontario Hydro is changing from an energy provider to an energy services company. Four years of ambitious DSM have been successful. A key element of Ontario Hydro's strategy is to create a fundamental cultural transformation in the way Ontarians think about energy and energy efficiency. The impacts on customers, the market place and Ontario Hydro have been significant. This paper will trace these impacts through a description of Ontario Hydro's evolving approach to demand-side management

Creating a meaningful infection control program: one home healthcare agency's lessons.

Science.gov (United States)

Poff, Renee McCoy; Browning, Sarah Via

2014-03-01

Creating a meaningful infection control program in the home care setting proved to be challenging for agency leaders of one hospital-based home healthcare agency. Challenges arose when agency leaders provided infection control (IC) data to the hospital's IC Committee. The IC Section Chief asked for national benchmark comparisons to align home healthcare reporting to that of the hospital level. At that point, it was evident that the home healthcare IC program lacked definition and structure. The purpose of this article is to share how one agency built a meaningful IC program.

Empirical research on Kano's model and customer satisfaction.

Science.gov (United States)

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

2017-01-01

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

16 CFR 314.3 - Standards for safeguarding customer information.

Science.gov (United States)

2010-01-01

... 16 Commercial Practices 1 2010-01-01 2010-01-01 false Standards for safeguarding customer... OF CONGRESS STANDARDS FOR SAFEGUARDING CUSTOMER INFORMATION § 314.3 Standards for safeguarding customer information. (a) Information security program. You shall develop, implement, and maintain a...

Evolution of the Florida Launch Site Architecture: Embracing Multiple Customers, Enhancing Launch Opportunities

Science.gov (United States)

Colloredo, Scott; Gray, James A.

2011-01-01

The impending conclusion of the Space Shuttle Program and the Constellation Program cancellation unveiled in the FY2011 President's budget created a large void for human spaceflight capability and specifically launch activity from the Florida launch Site (FlS). This void created an opportunity to re-architect the launch site to be more accommodating to the future NASA heavy lift and commercial space industry. The goal is to evolve the heritage capabilities into a more affordable and flexible launch complex. This case study will discuss the FlS architecture evolution from the trade studies to select primary launch site locations for future customers, to improving infrastructure; promoting environmental remediation/compliance; improving offline processing, manufacturing, & recovery; developing range interface and control services with the US Air Force, and developing modernization efforts for the launch Pad, Vehicle Assembly Building, Mobile launcher, and supporting infrastructure. The architecture studies will steer how to best invest limited modernization funding from initiatives like the 21 st elSe and other potential funding.

Are You Being Served? Designing the Customer Service Curriculum

Science.gov (United States)

Ippoliti, Cinthya

2014-01-01

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

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

Directory of Open Access Journals (Sweden)

Hansel Jonathan

2013-09-01

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

Online Customization and Enrollment Application Network (OCEAN

Directory of Open Access Journals (Sweden)

E. Kongar

2007-09-01

Full Text Available This paper introduces the Online Customization and Enrollment Application Network (OCEAN, developed in the School of Engineering at the University of Bridgeport. OCEAN is an interactive web-based application for graduate programs, concentrations, certificates and courses across the Schools of Engineering, Business and Education that allows prospective and current students to customize their preferences in the course selection process depending on the targeted graduate concentrations, degrees, and/or dual degree programs.

Customer Relationship Management in Agile Healthcare Organizations

OpenAIRE

Nasrabad, Rafat Rezapour

2017-01-01

Today, several studies in the field to identify key factors in the success and agility of health care organizations to improve their performance in the face of changes have taken place in the context of customer relationship management among them. The purpose of this study was to explore the concept of customer relationship management, goals and benefits by considering its relationship with value creation for clients and treatment. Results showed concern for organizations today, creating cust...

Analysis of the Variables that Affect Bookstore Customer Satisfaction

Directory of Open Access Journals (Sweden)

Elis Ratna Wulan

2016-02-01

Full Text Available Competition, which becomes more widespread, complex, and intense, drives companies to must be able to see the various opportunities that exist and to identify strategies for creating customer satisfaction. As an example of a company must be able to produce products with good quality, reasonable price, facilities, and companies are able to create a positive image in the eyes of consumers. This strategy is quite important in facing the competitive level of competition with rival firms. This research is aimed to analysis simultaneously or partially positive effect of the facilities, prices and corporate image on customer satisfaction, as well as analyzing the most dominant variable in effecting bookstore customer satisfaction. Data used in this research are primary data from Tmbookstore customer in Cianjur city, West Java Indonesia, which were collected from respondents using valid and reliable questionnaire. A total of 100 respondents were selected from Tmbookstore visitors by accidental sampling. Data were analyzed using multiple regression analysis. Results of the research indicate that product, price, location, and simultaneously affect to bookstore consumer satisfaction. Partially, only two of the three variables that affect bookstore consumer satisfaction namely price and company image. Image of the company is the most a dominant impact on bookstore customer satisfaction.

Analysis of the Variables that Affect Bookstore Customer Satisfaction

Directory of Open Access Journals (Sweden)

Elis Ratna Wulan

2015-06-01

Full Text Available Competition, which becomes more widespread, complex, and intense, drives companies to must be able to see the various opportunities that exist and to identify strategies for creating customer satisfaction. As an example of a company must be able to produce products with good quality, reasonable price, facilities, and companies are able to create a positive image in the eyes of consumers. This strategy is quite important in facing the competitive level of competition with rival firms. This research is aimed to analysis simultaneously or partially positive effect of the facilities, prices and corporate image on customer satisfaction, as well as analyzing the most dominant variable in effecting bookstore customer satisfaction.  Data used in this research are primary data from Tmbookstore customer in Cianjur city, West Java Indonesia, which were collected from respondents using valid and reliable questionnaire. A total of 100 respondents were selected from Tmbookstore visitors by accidental sampling. Data were analyzed using multiple regression analysis. Results of the research indicate that product, price, location, and simultaneously affect to bookstore consumer satisfaction. Partially, only two of the three variables that affect bookstore consumer satisfaction namely price and company image. Image of the company is the most a dominant impact on bookstore customer satisfaction.

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

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

Directory of Open Access Journals (Sweden)

Mohammad Rizan

2015-09-01

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

Customer value - the missing link

International Nuclear Information System (INIS)

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

1993-01-01

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

An Investigation into the Impact of Service Quality, Frequent Flier Programs and Safety Perception on Satisfaction and Customer Loyalty in the Airline Industry in Southern Africa

OpenAIRE

Sandada Maxwell; Matibiri Bright

2016-01-01

This study aims to identify the factors that make passengers loyal to an airline in Southern Africa by investigating the impact of service quality and safety perception on customer satisfaction and how satisfaction and frequent flyer programs (FFP) subsequently influence customer loyalty. The key finding was that service quality positively influenced customer satisfaction, and satisfaction was an important antecedent of customer loyalty. The analysis also suggested that safety perception and ...

Customer Knowledge in (CoCreation of Product. A Case Study of IKEA

Directory of Open Access Journals (Sweden)

Grażyna Koniorczyk

2015-10-01

Full Text Available Customers knowledge is an attractive and effective source of ideas for proposals innovative products (services as well as changes in existing products (services. Contemporary firms recognize the need to co-create product (services with the participation of customers. The aim of this article is to define customer knowledge, value co-creation and customer co-creation concepts. The activities of IKEA were used to illustrate the issues presented in the article.

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.

Flash Builder customizing the user interface

CERN Document Server

Rocchi, Cesare

2010-01-01

Personalize user interface components of your projects. Example projects are grouped together in an AIR application and the appearance is totally customized. Learn how to change visual properties by means of style directives or create brand new skins by knowing and exploiting their internal architecture.

Effect of E-Service Quality on Customer Online Repurchase Intentions

Science.gov (United States)

Liu, Tung-Hsuan

2012-01-01

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

78 FR 35044 - U.S. Customs and Border Protection

Science.gov (United States)

2013-06-11

... DEPARTMENT OF HOMELAND SECURITY U.S. Customs and Border Protection Agency Information Collection Activities: Visa Waiver Program Carrier Agreement (CBP Form I-775) AGENCY: U.S. Customs and Border Protection... information collection: 1651-0110. SUMMARY: U.S. Customs and Border Protection (CBP) of the Department of...

Programming ArcGIS 10.1 with Python cookbook

CERN Document Server

Pimpler, Eric

2013-01-01

This book is written in a helpful, practical style with numerous hands-on recipes and chapters to help you save time and effort by using Python to power ArcGIS to create shortcuts, scripts, tools, and customizations.""Programming ArcGIS 10.1 with Python Cookbook"" is written for GIS professionals who wish to revolutionize their ArcGIS workflow with Python. Basic Python or programming knowledge is essential(?).

Service quality and perceived customer value in community pharmacies.

Science.gov (United States)

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

2018-01-01

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

NOAA's Regional Climate Services Program: Building Relationships with Partners and Customers to Deliver Trusted Climate Information at Usable Scales

Science.gov (United States)

Mecray, E. L.; Dissen, J.

2016-12-01

Federal agencies across multiple sectors from transportation to health, emergency management and agriculture, are now requiring their key stakeholders to identify and plan for climate-related impacts. Responding to the drumbeat for climate services at the regional and local scale, the National Oceanic and Atmospheric Administration (NOAA) formed its Regional Climate Services (RCS) program to include Regional Climate Services Directors (RCSD), Regional Climate Centers, and state climatologists in a partnership. Since 2010, the RCS program has engaged customers across the country and amongst many of the nation's key economic sectors to compile information requirements, deliver climate-related products and services, and build partnerships among federal agencies and their regional climate entities. The talk will include a sketch from the Eastern Region that may shed light on the interaction of the multiple entities working at the regional scale. Additionally, we will show examples of our interagency work with the Department of Interior, the Department of Agriculture, and others in NOAA to deliver usable and trusted climate information and resources. These include webinars, print material, and face-to-face customer engagements to gather and respond to information requirements. NOAA/National Centers for Environmental Information's RCSDs work on-the-ground to learn from customers about their information needs and their use of existing tools and resources. As regional leads, the RCSDs work within NOAA and with our regional partners to ensure the customer receives a broad picture of the tools and information from across the nation.

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

Energy Technology Data Exchange (ETDEWEB)

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

2012-09-11

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

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.

SPECIFYING THE RELATIONSHIP AMONG PERCEIVED SERVICE QUALITY, CUSTOMER LOYALTY AND CUSTOMER VALUE oF THE HALAL HOTELS IN HIGH SEASON

OpenAIRE

Arpacı, Özgür; Batman, Orhan

2015-01-01

The importance of Halal products and services increases day by day with the developments in world economy and affects the whole products and services; this movement is effective on tourism sector, too. Today, hotels try to develop Halal services’ process alongside their current services, to meet their customers’ needs who demand Halal products and services to create customer loyalty. In this study, it is tried to figure out the relationship among perceived service quality, customer loyalty an...

Innovation management based on proactive engagement of customers: A case study on LEGO Group. Part II: Challenge of engaging the digital customer

Science.gov (United States)

Avasilcăi, S.; Rusu, G.

2015-11-01

To foster the development of innovative products and new technologies, nowadays companies use an open innovation system, encouraging stakeholders to contribute, using the companies’ online platforms for open innovation or social media, bringing and sharing creative solutions and ideas in order to respond to challenging needs the company directly expresses. Accordingly, the current research continues the analysis of the LEGO Group innovation efforts, aiming to provide a case study approach based on describing the most important projects and online instruments company uses to interact with customers and other external stakeholders. Thus, by analysing the experience of the company in developing projects of involving stakeholders in the innovation processes, the article emphasizes the objective of these past projects developed by LEGO Group, outlining their objectives regarding the focus on the product or process innovation, the team management and stakeholders involved in the innovation actions and the results they obtained. Moreover, the case study highlights the features of the most important online instruments LEGO Group uses at the moment for engaging LEGO fans, children, parents, and other external stakeholders in developing new LEGO sets. Thus, LEGO online instruments provide the opportunity for customers to be creative and to respond to LEGO management team challenges. Accordingly, LEGO involve customers in bringing innovative ideas for LEGO sets through LEGO Ideas instrument, which aims to engage customers in submitting projects, voting and supporting ideas and also sharing them on social media. Also, the research emphasizes the role of supporting the open dialogue and interaction with customers and other external stakeholders through LEGO.com Create & Share Galleries instrument, using their creativity to upload innovative models in the public galleries. The continuous challenges LEGO launches for their fans create a long-term connection between company and

Prospering in Tough Economic Times Through Loyal Customers

Directory of Open Access Journals (Sweden)

Anderson Rolph

2014-10-01

Full Text Available In severe economic downturns, only a few business leaders have the courage and wisdom to invest in customer loyalty to increase profits instead of reflexively cutting costs to try to maintain falling profit margins. Moreover, the usual research and advice tends to focus on how companies can effectively and efficiently reduce costs in order to survive an economic decline. This study contributes to the literature by offering a fresh look at how best to respond in tough economic times by examining companies who have responded traditionally with cost cutting strategies versus companies who instead have invested in customer loyalty. We make the unique and contrarian argument that the latter strategy can be the superior business strategy, which underscores the originality of this investigation. Thus, the purpose of this study is to highlight why investing resources in creating and retaining loyal customers is the best strategy for companies to survive and prosper in tough economic conditions while simultaneously gaining longer-run competitive advantage. Based on quantitative and qualitative survey research methodology, the study findings identify and explain key customer loyalty measures, including: customization for customers, communication interactivity, nurturing of customers, commitment to customers, customer sharing networks, customer focused product assortments, facile exchanges, and customer engagement. Perceptive company executives will measure, benchmark, and regularly compare their performances on these key customer loyalty measures with different customer groups versus their company's past performances, managerial goals, and competitors, then make appropriate adjustments to retain their loyal customers and prosper during tough economic times.

Acquiring Customers via Word-of-Mouth Referrals : A Virtuous Strategy?

NARCIS (Netherlands)

Pieters, Constant; Lemmens, Aurélie

2015-01-01

Managers are increasingly using word-of-mouth (WOM) acquisition strategies, such as seeded WOM or referral programs, to acquire new customers. These strategies have proven successful in recruiting customers with higher margin and lower churn probability compared to customers acquired otherwise.

Brand personality and its influence on brand loyalty - Do sophisticated brands have more brand loyal customers?

OpenAIRE

Bekk, Magdalena; Skatulla, Veronika; Pösl, Miriam; Natter, Martin; Spörrle, Matthias

2009-01-01

Objectives. Creating loyal customers is one of the most important aims organisations have. However, most marketing departments try to create loyal customers through customer loyalty programmes only. This study aims at investigating the influence of the brand’s image (i.e., brand personality; Aaker, 1997) on brand loyalty. Method. Study 1 (N = 360) was used to derive a valid single-item measure from a multi-item scale for the three inter-culturally stable brand personality dimensions (sinc...

Custom-made laser-welded titanium implant prosthetic abutment.

Science.gov (United States)

Iglesia-Puig, Miguel A

2005-10-01

A technique to create an individually modified implant prosthetic abutment is described. An overcasting is waxed onto a machined titanium abutment, cast in titanium, and joined to it with laser welding. With the proposed technique, a custom-made titanium implant prosthetic abutment is created with adequate volume and contour of metal to support a screw-retained, metal-ceramic implant-supported crown.

Empirical research on Kano’s model and customer satisfaction

Science.gov (United States)

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

2017-01-01

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

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

International Nuclear Information System (INIS)

Tomasic-Skevin, S.

1996-01-01

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

Components of Managing the Quality of Customer Service

Directory of Open Access Journals (Sweden)

Vovk Viktoriia M.

2017-12-01

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

A multi-objective possibilistic programming approach for locating distribution centers and allocating customers demands in supply chains

Directory of Open Access Journals (Sweden)

Seyed Ahmad Yazdian

2011-01-01

Full Text Available In this paper, we present a multi-objective possibilistic programming model to locate distribution centers (DCs and allocate customers' demands in a supply chain network design (SCND problem. The SCND problem deals with determining locations of facilities (DCs and/or plants, and also shipment quantities between each two consecutive tier of the supply chain. The primary objective of this study is to consider different risk factors which are involved in both locating DCs and shipping products as an objective function. The risk consists of various components: the risks related to each potential DC location, the risk associated with each arc connecting a plant to a DC and the risk of shipment from a DC to a customer. The proposed method of this paper considers the risk phenomenon in fuzzy forms to handle the uncertainties inherent in these factors. A possibilistic programming approach is proposed to solve the resulted multi-objective problem and a numerical example for three levels of possibility is conducted to analyze the model.

Rethinking Customer Service Training: A Curricular Solution to a Familiar Problem

Science.gov (United States)

Epps, Sharon K.; Kidd, Judith; Negro, Toni; Sayles, Sheridan L.

2016-01-01

High-quality customer service is an important aim of the library experience. Its importance is evidenced by attention given to the topic in scholarly literature and academic conference proceedings. This article describes the challenging process of creating and delivering a blended customer service training curriculum to all library staff working…

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

Science.gov (United States)

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

2017-12-01

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

A MANAGERIAL AND COST ACCOUNTING APPROACH OF CUSTOMER PROFITABILITY ANALYSIS

Directory of Open Access Journals (Sweden)

CARDOS Ildiko Reka

2010-07-01

Full Text Available In the last years many organizations realized that market orientation is essential to their success. Satisfying the needs of customers, offering them products and services which meet their desires and demands, customer loyalty can increase profitability for long term. After analyzing the existing journal literature in this field we would like to emphasize that managerial accounting, cost calculation methods and techniques, the analysis of costs provides relevant information when analyzing the customer’s profitability. We pay special attention on cost systems. An activity based costing approach takes customer profitability to new levels of accuracy and usefulness, provides the basis for creating, communicating and delivering value to the customers.

Upgradable Software Product Customization by Code Query

DEFF Research Database (Denmark)

Vaucouleur, Sebastien

The professional press on enterprise systems warns its readers: Costly., A return on investment killer. , Be prepared!. What can create some much af- iction and turmoil in an otherwise very successful industry? Come and meet the dreadful upgrade problem. Enterprise systems are prime examples...... 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...

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

OpenAIRE

A. D. Molokovich; K. N. Shabeka

2010-01-01

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

Windchill-201 - Custom Soft-Type Construction

Science.gov (United States)

Jones, Corey; LaPha, Steven

2013-01-01

This presentation will explain Windchill soft-types-what they are, how they work, and how to construct custom ones, configured specifically for your system. The process and particulars of creating and implementing a WTDocument soft-type will be discussed, and the interaction between soft-types and Windchill objects will be shown.

THE IMPACT OF ONLINE SHOPPING ON CUSTOMER SATISFACTION IN INDIAN MARKETING

OpenAIRE

Mr. Chander Deep Purthi; Dr. Pramod Gupta

2017-01-01

Shopping on the Internet is convenient as there is no time restriction, it is comfortable since it is in a user friendly environment and there is also an instant satisfaction of ordering, paying and delivering. A one-to-one basis, as well as, a two way communication with customers through the Internet is possible. Enhancing brand image, creating awareness and providing customer service are more important than just selling the products or entertaining customers. With better technologies, compa...

Perancangan Customer Knowledge Management pada PT Pandawa Maju Perkasa

Directory of Open Access Journals (Sweden)

Joni Suhartono

2014-12-01

Full Text Available In the era of global trade, more countries want a quality of product with optimal price. PT Pandawa Maju Perkasa engaged in export trade services requires an application that can bridge the communication between the customer and the company. It can also create appropriate knowledge to present the product to the customer. Knowledge of the product obtained will be shared to the customer as company's marketing activities. In addition, critics and suggestions are very necessary for the improvement of customer service of the company. Research in this study was done by analyzing business process, designing model of knowledge management system, and designing system model. The design of the system made consisted of making class diagrams, use case diagrams, sequence diagrams, and user interface. The design of the CKM system will help the company capture customer demand for the goods they want, the communication between the customer and the company can be well established, critics and suggestions facility made is used to improve services to customers. 

Customer Clustering Based on Customer Purchasing Sequence Data

OpenAIRE

Yen-Chung Liu; Yen-Liang Chen

2017-01-01

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

Relationship Marketing Through the Prism of Customer Loyalty

OpenAIRE

Bivainis, Juozas

2011-01-01

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

An Investigation into the Impact of Service Quality, Frequent Flier Programs and Safety Perception on Satisfaction and Customer Loyalty in the Airline Industry in Southern Africa

Directory of Open Access Journals (Sweden)

Sandada Maxwell

2016-04-01

Full Text Available This study aims to identify the factors that make passengers loyal to an airline in Southern Africa by investigating the impact of service quality and safety perception on customer satisfaction and how satisfaction and frequent flyer programs (FFP subsequently influence customer loyalty. The key finding was that service quality positively influenced customer satisfaction, and satisfaction was an important antecedent of customer loyalty. The analysis also suggested that safety perception and FFP positively influence customer loyalty, while their relationship with satisfaction was not significant. An analysis of switching behaviour revealed that satisfied customers may still switch to other airlines. The main contribution of this study is the development of a customer loyalty model for the aviation industry in Southern Africa. Knowledge of customer loyalty drivers will assist airline marketing managers in developing strategies for improving passenger load factors and profitability.

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...

Online customer experience: Implications for digital banking

Directory of Open Access Journals (Sweden)

Štavljanin Velimir

2017-01-01

Full Text Available Banks will be facing great challenges in the coming period. Some of these challenges are a lack of differentiation, disloyal customers, new non-traditional competitors, increased interaction and expectations from digital channels. Many consulting firms, but also the academic community, propose a solution in the form of implementing the concept of customer experience management. As research shows that a large number of challenges come from the online environment, it is necessary for banks to ensure excellence in the online environment by applying the concept of online customer experience. In order to create this experience, it is up to the banks to meet all the necessary antecedents, which can involve the elements in terms of control, processes and content. This can be a very difficult job if one is unfamiliar with the basics, but it could also be a rewarding job which will reflect on the business performance. Although the focus of the paper is online customer experience, even in the developed countries 'digital' customers are rare. Most of them are multichannel oriented and an important aspect is the multichannel integration and the strategy focused on customer experience. This paper presents an overview of the literature in the field of online customer experience, with the aim of introducing the public with the concept as well as presenting the implications which this concept has for digital banking.

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.

Moderating and mediating effects of switching costs on the relationship between service value, customer satisfaction and customer loyalty: investigation of retail banking in Vietnam

Directory of Open Access Journals (Sweden)

Vu Minh Ngo

2017-05-01

Full Text Available Switching cost highlights the way how companies create barriers to proactively prevent customer defection which directly and significantly affects customer loyalty and then companies’ performance. The purpose of this paper is to provide empirical evidences about the impact of switching cost on customer loyalty by examining its mediating and moderating effects on the relationships between service value, customer satisfaction and customer loyalty. Specially, two difference types of switching costs, positive one and negative one, are proposed and tested independently in order to provide more insights about their impacts. The data about switching costs and other constructs are collected from 261 retail banking customers, and analysed using structural equation modelling and moderated path analysis. It is found that positive switching costs increase customer loyalty by partly transforming the effect of service value and customer satisfaction into customer loyalty. While negative switching cost only mediates the service value-loyalty relationship. Moreover, only negative switching cost has significant moderating effect on the satisfaction-loyalty relationships. Finally, the analysis reveals that negative switching cost might also weaken good impacts from positive switching cost on satisfaction-loyalty relationships.

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

Energy Technology Data Exchange (ETDEWEB)

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

2009-07-01

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

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

International Nuclear Information System (INIS)

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

2009-01-01

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

Non-intrusive identification of residential customers

Energy Technology Data Exchange (ETDEWEB)

Mielczarski, W.; Lech, M.; Michalik, G. [Monash Univ., Electrical and Computer Systems Engineering Dept., Clayton, VIC (Australia)

1997-11-01

We present a new approach which identifies the number of customers within particular categories living in a chosen area of energy supply. This identification is made from total energy consumption measured at distribution feeders by applying characteristic patterns of energy use and nonlinear programming techniques. Customers were segmented into four main categories with six sub-groups in each category. A total pattern of energy use was obtained by summing for each sub-group the energy consumption which is based on the characteristic patterns of energy use for that sub-group and the number of customers in that sub-group. Simulations were carried out to verify different optimization procedures. Results show that a variable matrix optimization procedure can identify customers most accurately by minimizing the assumed objective function to a negligible value after 100 iterations. (author)

Cyclic delivery scheduling to customers with different priorities

Directory of Open Access Journals (Sweden)

Katarzyna Zofia Gdowska

2013-12-01

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

CUSTOMER RETENTION IN FASHION E-TAILING: FACILITATORS AND BARRIERS

Directory of Open Access Journals (Sweden)

Annika Hallberg

2017-09-01

Full Text Available The Internet has changed the way consumers gather information and shop. An increasingly competitive market calls for new marketing approaches to attract customers to the companies’ online stores. The aim of the present article is to understand what facilitates and what creates barriers to prioritizing repeat customers. Further, the article discusses repurchasing among young female online fashion shoppers and how these consumers can be retained. Two research questions are addressed: 1. What facilitates repurchasing among online fashion consumers, and why? 2. What creates barriers to re-purchasing among online fashion consumers, and why? In order to gain deeper knowledge of how e-tailers work with customer retention, we conducted a pilot study that included representatives from two clothing companies, as well as an expert interview with an analyst at the company Stroede Ralto. Then two focus groups consisting of young female online shoppers were formed. Results from the focus groups show that several companies use frequent e-mail advertising and targeted advertising on other websites to retain customers and facilitate re-purchasing. All participants found these features annoying rather than helpful. Moreover, the help functions provided in an online store played a major role in facilitating the purchasing, and shopping carts were appreciated as they enable customers to easily view and add items and obtain price information. We discovered that the consumers did most of their shopping on websites they found esthetically appealing and inspiring and that they would often return to these websites for inspiration or to browse. The article further provides advice to managers regarding how to retain customers.

Customer orientation among employees in public administration: a transnational, longitudinal study.

Science.gov (United States)

Korunka, Christian; Scharitzer, Dieter; Carayon, Pascale; Hoonakker, Peter; Sonnek, Angelika; Sainfort, Francois

2007-05-01

The relation between ergonomic principles and quality management initiatives, both, in the private and public sector, has received increasing attention in the recent years. Customer orientation among employees is not only an important quality principle, but also an essential prerequisite for customer satisfaction, especially in service organizations. In this context, the objective of introducing new public management (NPM) in public-service organizations is to increase customer orientation among employees who are at the forefront of service providing. In this study, we developed a short scale to measure perceived customer orientation. In two separate longitudinal studies carried out in Austria and the US, we analyzed changes in customer orientation resulting from the introduction of NPM. In both organizations, we observed a significant increase in customer orientation. Perceived customer orientation was related to job characteristics, organizational characteristics and employee quality of working life. Creating positive influences on these characteristics within the framework of an organizational change process has positive effects on employee customer orientation.

Usulan Pengembangan Komunikasi Pemasaran Melalui Strategi Customer Bonding (Studi Kasus : Supermarket Hero di Jakarta

Directory of Open Access Journals (Sweden)

Ronald Sukwadi

2012-03-01

Full Text Available The consequence of competition is the decrease of the number of customers which causes Hero Supermarket closed down several of its outlets. This decrease is also caused by the existence of internal issue of marketing communication (promotion which lacked a strong concept. The ineffective selection of communication channel which in turn fails to conform the activity to the public. For that, the identification in marketing communication activity through Customer Bonding strategy is needed. Through marketing communication program assessment with Customer Bonding (Awareness Bonding, Relationship Bonding, and Advocacy Bonding, intensity of marketing communication problem can be identified, through survey assessment (management and costumer, analyzed with statistical testing like validity and reliability test, Spearman Correlation test and Cross tab test. The questionnaires will be given to 13 respondents from Hero Management by using quota sampling and 100 customers using stratified sampling.               Through marketing communication program assessment using Customer Bonding, marketing communication intensity and correlation analysis between marketing communication program and consumer loyalty are obtained. From this analysis, it is shown that there is noise in marketing communication that influences information sending to customer. Hero must maintain marketing communication program which focuses in marketing program that have competitive advantages. Beside that, evaluation has always to be done in order to improve customer loyalty. Keywords: communication, customer bonding, loyalty

Multidisciplinary training program to create new breed of radiation monitor: the health and safety technician

International Nuclear Information System (INIS)

Vance, W.F.

1979-01-01

A multidiscipline training program established to create a new monitor, theHealth and Safety Technician, is described. The training program includes instruction in fire safety, explosives safety, industrial hygiene, industrial safety, health physics, and general safety practices

Intel Xeon Phi coprocessor high performance programming

CERN Document Server

Jeffers, James

2013-01-01

Authors Jim Jeffers and James Reinders spent two years helping educate customers about the prototype and pre-production hardware before Intel introduced the first Intel Xeon Phi coprocessor. They have distilled their own experiences coupled with insights from many expert customers, Intel Field Engineers, Application Engineers and Technical Consulting Engineers, to create this authoritative first book on the essentials of programming for this new architecture and these new products. This book is useful even before you ever touch a system with an Intel Xeon Phi coprocessor. To ensure that your applications run at maximum efficiency, the authors emphasize key techniques for programming any modern parallel computing system whether based on Intel Xeon processors, Intel Xeon Phi coprocessors, or other high performance microprocessors. Applying these techniques will generally increase your program performance on any system, and better prepare you for Intel Xeon Phi coprocessors and the Intel MIC architecture. It off...

How customer satisfaction changes behavior: A case study of banking industry

Directory of Open Access Journals (Sweden)

Hossein Vazifedoost

2013-06-01

Full Text Available An increase on competition industry from one side and the need for customer retention on the other side in banking industry create necessary motivation to learn more about customer behavior. This paper investigated the relationship between seven perspectives of banking services and customers’ attitude towards changing behavior. The seven perspectives included how bank employees’ treat customers, service prices, how to promote and market synergies, place and time to serve customers, products, equipment and process. The proposed study was implemented in two Iranian banks called Mellat and Tejarat in city of Tehran, Iran. The results indicated that all components except one case, which was “how to promote and market synergies” had meaningful and negative relationship with customer behavior.

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.

Identification of effective factors on customer loyalty with mobile industry

Directory of Open Access Journals (Sweden)

Soheila Sardar Donighi

2013-08-01

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

Application of computer graphics in the design of custom orthopedic implants.

Science.gov (United States)

Bechtold, J E

1986-10-01

Implementation of newly developed computer modelling techniques and computer graphics displays and software have greatly aided the orthopedic design engineer and physician in creating a custom implant with good anatomic conformity in a short turnaround time. Further advances in computerized design and manufacturing will continue to simplify the development of custom prostheses and enlarge their niche in the joint replacement market.

75 FR 6790 - Interagency Guidance on Response Programs for Unauthorized Access to Customer Information and...

Science.gov (United States)

2010-02-10

... for Unauthorized Access to Customer Information and Customer Notice AGENCY: Office of Thrift... for Unauthorized Access to Customer Information and Customer Notice. OMB Number: 1550-0110. Form...) Ensure the security and confidentiality of customer records and information; (2) protect against any...

Influencing behavioral change by customer engagement amongst youth

Directory of Open Access Journals (Sweden)

Singh S

2011-12-01

Full Text Available Sonal SinghMarketing and Management Department, Macquarie University, Sydney, New South Wales, AustraliaAbstract: It is widely accepted that many social and health problems have underlying behavioral causes. Because these problems are rooted in human behavior, solutions to deal with them also lie in human behavior. This paper examines ways of integrating customer engagement in social programs to influence and initiate behavior change effectively with a special focus on youth. This work followed a theoretical deduction by use of a literature review. Social marketing places emphasis on behavior change, and one of the key challenges for social marketers is to ensure a perceived value for customers in taking up and maintaining positive behavior. If perceptions, beliefs, attitudes, and values influence behavior, then the central focus should be on the youth. Integrating youth is a prerequisite for effective social marketing programs and ultimately behavioral change. This approach will pave the way for effective brand positioning and brand loyalty in social marketing which has been lacking and requires more attention from researchers and policymakers. This paper outlines theoretical developments in social marketing that will increase the effectiveness of social marketing programs overall. Existing social marketing literature typically focuses on social marketing interventions and behavioral change. This paper uses customer engagement within a social marketing context so that social marketing programs are perceived as brands to which youth can relate.Keywords: social marketing, customer engagement, behavioral influence, change, youth

Employee customer orientation in context: how the environment moderates the influence of customer orientation on performance outcomes.

Science.gov (United States)

Grizzle, Jerry W; Zablah, Alex R; Brown, Tom J; Mowen, John C; Lee, James M

2009-09-01

This empirical study evaluated the moderating effects of unit customer orientation (CO) climate and climate strength on the relationship between service workers' level of CO and their performance of customer-oriented behaviors (COBs). In addition, the study examined whether aggregate COB performance influences unit profitability. Building on multisource, multilevel data, the study's results suggest that the influence of employee CO on employee COB performance is positive when the unit's CO climate is relatively high and that the constructs are unrelated when unit CO climate is relatively low. In addition, the data reveal that unit COB performance influences unit profitability by enhancing revenues without a concomitant increase in costs. The study's results underscore the theoretical importance of considering cross-level influencers of employee-level relationships and suggest that managers should focus on creating a climate that is supportive of COBs if their units are to profit from the recruitment, hiring, and retention of customer-oriented employees.

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

OpenAIRE

Ham, Meyske

2016-01-01

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

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

Directory of Open Access Journals (Sweden)

Enny Kristiani

2014-10-01

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

Managing service excellence. Internal customer service training

International Nuclear Information System (INIS)

McAnulty, P.C.

1991-01-01

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

Structural and mechanical characterization of custom design cranial implant created using additive manufacturing

OpenAIRE

Khaja Moiduddin; Saied Darwish; Abdulrahman Al-Ahmari; Sherif ElWatidy; Ashfaq Mohammad; Wadea Ameen

2017-01-01

Background: Reconstruction of customized cranial implants with a mesh structure using computer-assisted design and additive manufacturing improves the implant design, surgical planning, defect evaluation, implant-tissue interaction and surgeon's accuracy. The objective of this study is to design, develop and fabricate cranial implant with mechanical properties closer to that of bone and drastically decreases the implant failure and to improve the esthetic outcome in cranial surgery with preci...

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

Directory of Open Access Journals (Sweden)

Nguyen Thi Tuyet Mai

2013-12-01

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

Shouldn’t customers control customized product development

NARCIS (Netherlands)

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

2013-01-01

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

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

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...

GCL – An Easy Way for Creating Graphical User Interfaces

Directory of Open Access Journals (Sweden)

Mariusz Trzaska

2011-02-01

Full Text Available Graphical User Interfaces (GUI can be created using several approaches. Beside using visual editors or a manually written source code, it is possible to employ a declarative method. Such a solution usually allows working on a higher abstraction level which saves the developers' time and reduces errors. The approach can follow many ideas. One of them is based on utilizing a Domain Specific Language (DSL. In this paper we present the results of our research concerning a DSL language called GCL (GUI Creating Language. The prototype is implemented as a library for Java with an API emulating the syntax and semantics of a DSL language. A programmer, using a few keywords, is able to create different types of GUIs, including forms, panels, dialogs, etc. The widgets of the GUI are built automatically during the run-time phase based on a given data instance (an ordinary Java object and optionally are to be customized by the programmer. The main contribution of our work is delivering a working library for a popular platform. The library could be easily ported for other programming languages such the MS C#.

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...

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

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

Creating a Positive Social-Emotional Climate in Your Elementary Physical Education Program

Science.gov (United States)

Gagnon, Amy G.

2016-01-01

Creating a positive social-emotional climate must be the backbone of a quality elementary physical education program. The need to belong, have friends, and feel emotionally safe are basic needs everyone has, but meeting these needs in the classroom can be challenging at times. Strategies regarding how to implement a positive social-emotional…

Creating Mobile and Web Application Programming Interfaces (APIs) for NASA Science Data

Science.gov (United States)

Oostra, D.; Chambers, L. H.; Lewis, P. M.; Moore, S. W.

2011-12-01

The Atmospheric Science Data Center (ASDC) at the NASA Langley Research Center in Virginia houses almost three petabytes of data, a collection that increases every day. To put it into perspective, it is estimated that three petabytes of data storage could store a digitized copy of all printed material in U.S. research libraries. There are more than ten other NASA data centers like the ASDC. Scientists and the public use this data for research, science education, and to understand our environment. Most importantly these data provide the potential for all of us make new discoveries. NASA is about making discoveries. Galileo was quoted as saying, "All discoveries are easy to understand once they are discovered. The point is to discover them." To that end, NASA stores vast amounts of publicly available data. This paper examines an approach to create web applications that serve NASA data in ways that specifically address the mobile web application technologies that are quickly emerging. Mobile data is not a new concept. What is new, is that user driven tools have recently become available that allow users to create their own mobile applications. Through the use of these cloud-based tools users can produce complete native mobile applications. Thus, mobile apps can now be created by everyone, regardless of their programming experience or expertise. This work will explore standards and methods for creating dynamic and malleable application programming interfaces (APIs) that allow users to access and use NASA science data for their own needs. The focus will be on experiences that broaden and increase the scope and usage of NASA science data sets.

SMARTPHONE USERS IN CREATION OF CUSTOMER VALUE. A value-centered approach to product carbon footprint.

OpenAIRE

FINNILÄ, KIRSI

2011-01-01

To be able to differentiate services, provide competitive value propositions, and gain sustainable competitive advantage on the market, companies need to learn and understand how customers create value in their everyday activities. Value creation may occur at the pre-purchase and post-purchase stages of the consumption process. Depending on this, the created value can be regarded as perceived or desired customer value. The purpose of the study was to describe and analyse how the value creatio...

Artificial intelligence applied in claims management: Bet on the right customer with claims satisfaction predictive modeling

OpenAIRE

Lamarsaude, Benoit

2017-01-01

Insurance companies suffer from loss of customer consecutively to claims. Only a small portion of dissatisfied customer expresses themselves, creating difficulties in establishing a long term relationship. Increase customer loyalty is a major subject for insurers, because they have to maintain a minimum portfolio size and acquiring newclients is more expensive than retains the existing. In this work we use artificial intelligence techniques to assess and manage the customer satisfaction when ...

Measuring customer loyalty using an extended RFM and clustering technique

Directory of Open Access Journals (Sweden)

Zohre Zalaghi

2014-05-01

Full Text Available Today, the ability to identify the profitable customers, creating a long-term loyalty in them and expanding the existing relationships are considered as the key and competitive factors for a customer-oriented organization. The prerequisite for having such competitive factors is the presence of a very powerful customer relationship management (CRM. The accurate evaluation of customers’ profitability is considered as one of the fundamental reasons that lead to a successful customer relationship management. RFM is a method that scrutinizes three properties, namely recency, frequency and monetary for each customer and scores customers based on these properties. In this paper, a method is introduced that obtains the behavioral traits of customers using the extended RFM approach and having the information related to the customers of an organization; it then classifies the customers using the K-means algorithm and finally scores the customers in terms of their loyalty in each cluster. In the suggested approach, first the customers’ records will be clustered and then the RFM model items will be specified through selecting the effective properties on the customers’ loyalty rate using the multipurpose genetic algorithm. Next, they will be scored in each cluster based on the effect that they have on the loyalty rate. The influence rate each property has on loyalty is calculated using the Spearman’s correlation coefficient.

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

OpenAIRE

Jiwoong Shin; K. Sudhir; Dae-Hee Yoon

2012-01-01

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

The use of load patterns to identify residential customers in a chosen area

Energy Technology Data Exchange (ETDEWEB)

Michalik, G.; Lech, M.; Mielczarski, W. [Monash Univ., Clayton, VIC (Australia). Centre for Electrical Power Engineering

1995-12-31

Information on customers` categories and energy use patterns is a basis for the development of any Demand Side Management program. This paper presents an application of energy consumption patterns to identification of customers in a chosen area. Customers have been segmented into four main categories with six subgroups in each category. A total pattern of energy use can be achieved by the combination of characteristic patterns for each subgroup with multiplication by the number of customers in each subgroup. The paper proposes to apply characteristic patterns developed and nonlinear programming techniques to identify customers in a chosen area from patterns measured at distribution feeders. The procedure can be applied as an alternative to surveys and measurements at the mains of particular customers but may also be implemented as an accompanying system to verify results from other procedures of customer identification. (author). 1 tab., 6 figs., 4 refs.

Residential Customer Enrollment in Time-based Rate and Enabling Technology Programs: Smart Grid Investment Grant Consumer Behavior Study Analysis

Energy Technology Data Exchange (ETDEWEB)

Todd, Annika [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Cappers, Peter [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Goldman, Charles [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States)

2013-05-01

The U.S. Department of Energy’s (DOE’s) Smart Grid Investment Grant (SGIG) program is working with a subset of the 99 SGIG projects undertaking Consumer Behavior Studies (CBS), which examine the response of mass market consumers (i.e., residential and small commercial customers) to time-varying electricity prices (referred to herein as time-based rate programs) in conjunction with the deployment of advanced metering infrastructure (AMI) and associated technologies. The effort presents an opportunity to advance the electric industry’s understanding of consumer behavior.

Characterizing customers at medical center farmers' markets.

Science.gov (United States)

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

2014-08-01

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

Segmentation in sport services: a typology of fitness customers

Directory of Open Access Journals (Sweden)

Josef Voráček

2016-02-01

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

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

Directory of Open Access Journals (Sweden)

Samaneh Khalili

2013-09-01

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

Developing the Concept for New Customer Acquisition for an R&D Organization

OpenAIRE

Hartikainen, Timo

2015-01-01

This Master’s Thesis focuses on developing a holistic, new customer acquisition concept for a research and development organization. The developed concept considers and contains all key aspects of the customer acquisition. It starts from attracting prospective companies via value offering and brand development, suggested by the Customer Equity Framework (CEF), and includes managing the customer base via Key Account Management (KAM) program in order to find and segregate the customers with the...

Assured clean power enhances customer service

International Nuclear Information System (INIS)

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

1998-01-01

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

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

Science.gov (United States)

Johnston, C M; Upton, E M

1991-01-01

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

Creating an Economically Enabling and Competitive Business ...

International Development Research Centre (IDRC) Digital Library (Canada)

Creating an Economically Enabling and Competitive Business Environment in the West Bank and Gaza Strip. The prospect of indefinite Israeli occupation of the Palestinian territories, and their extreme dependence on foreign assistance and Israeli-controlled customs revenues, had led to the conclusion that the Palestinian ...

A multi-stakeholder evaluation of the Baltimore City virtual supermarket program.

Science.gov (United States)

Lagisetty, Pooja; Flamm, Laura; Rak, Summer; Landgraf, Jessica; Heisler, Michele; Forman, Jane

2017-10-23

Increasing access to healthy foods and beverages in disadvantaged communities is a public health priority due to alarmingly high rates of obesity. The Virtual Supermarket Program (VSP) is a Baltimore City Health Department program that uses online grocery ordering to deliver food to low-income neighborhoods. This study evaluates stakeholder preferences and barriers of program implementation. This study assessed the feasibility, sustainability and efficacy of the VSP by surveying 93 customers and interviewing 14 programmatic stakeholders who had recently used the VSP or been involved with program design and implementation. We identified the following themes: The VSP addressed transportation barriers and food availability. The VSP impacted customers and the city by including improving food purchasing behavior, creating a food justice "brand for the city", and fostering a sense of community. Customers appreciated using Supplemental Nutrition Assistance Program (SNAP) benefits to pay for groceries, but policy changes are needed allow online processing of SNAP benefits. This evaluation summarizes lessons learned and serves as a guide to other public health leaders interested in developing similar programs. Provisions in the U.S. Department of Agriculture (USDA) Farm Bill 2014 allow for select grocers to pilot online transactions with SNAP benefits. If these pilots are efficacious, the VSP model could be easily disseminated.

Managing Food Service Costs and Satisfying Customers.

Science.gov (United States)

Reuther, Anne; Otto, Ione

1987-01-01

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

Influencing behavioral change by customer engagement amongst youth

Science.gov (United States)

Singh, Sonal

2011-01-01

It is widely accepted that many social and health problems have underlying behavioral causes. Because these problems are rooted in human behavior, solutions to deal with them also lie in human behavior. This paper examines ways of integrating customer engagement in social programs to influence and initiate behavior change effectively with a special focus on youth. This work followed a theoretical deduction by use of a literature review. Social marketing places emphasis on behavior change, and one of the key challenges for social marketers is to ensure a perceived value for customers in taking up and maintaining positive behavior. If perceptions, beliefs, attitudes, and values influence behavior, then the central focus should be on the youth. Integrating youth is a prerequisite for effective social marketing programs and ultimately behavioral change. This approach will pave the way for effective brand positioning and brand loyalty in social marketing which has been lacking and requires more attention from researchers and policymakers. This paper outlines theoretical developments in social marketing that will increase the effectiveness of social marketing programs overall. Existing social marketing literature typically focuses on social marketing interventions and behavioral change. This paper uses customer engagement within a social marketing context so that social marketing programs are perceived as brands to which youth can relate. PMID:24600281

Influencing behavioral change by customer engagement amongst youth.

Science.gov (United States)

Singh, Sonal

2011-01-01

It is widely accepted that many social and health problems have underlying behavioral causes. Because these problems are rooted in human behavior, solutions to deal with them also lie in human behavior. This paper examines ways of integrating customer engagement in social programs to influence and initiate behavior change effectively with a special focus on youth. This work followed a theoretical deduction by use of a literature review. Social marketing places emphasis on behavior change, and one of the key challenges for social marketers is to ensure a perceived value for customers in taking up and maintaining positive behavior. If perceptions, beliefs, attitudes, and values influence behavior, then the central focus should be on the youth. Integrating youth is a prerequisite for effective social marketing programs and ultimately behavioral change. This approach will pave the way for effective brand positioning and brand loyalty in social marketing which has been lacking and requires more attention from researchers and policymakers. This paper outlines theoretical developments in social marketing that will increase the effectiveness of social marketing programs overall. Existing social marketing literature typically focuses on social marketing interventions and behavioral change. This paper uses customer engagement within a social marketing context so that social marketing programs are perceived as brands to which youth can relate.

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? .

Estimating win-win potential between supplier and customer:a model applied within civil jet engine maintenance

OpenAIRE

Wikberg, Lars

2001-01-01

Organisations around the world are today looking for new approaches to maintain or develop competitive advantages, reduce costs, free-up capital and improve quality and service. The traditional customer-supplier relation is characterised by the parties focusing on their own cost reduction, creating win-loose scenarios. Companies today are starting to develop their customer-supplier relations towards more relation-focused approaches. The systems approach is a basis for creating win-win relatio...

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

OpenAIRE

Saqib, Muhammad

2016-01-01

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

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

OpenAIRE

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

2000-01-01

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

The Antecedents of Store Image and Customer Satisfaction

Directory of Open Access Journals (Sweden)

Banu Kulter Demirgunes

2016-01-01

Full Text Available Definition of store image is argued to be useful if it predicts phenomena such as satisfaction, loyalty, customer retention and other attitudinal and behavioral outcomes. Previous researches show that customers are affected by the store attributes and consider them to assess perceived benefits and attitudes. One of the biggest challenges for companies is to build a positive image. Knowing the alternatives which could be used to form a positive image is an important issue. A positive image which is created in the customer’s mind about store is seen to have a strong and positive influence on satisfaction. A satisfied customer is likely to be loyal to the store. Therefore, image and customer satisfaction gain importance in the stores which aim to survive. This study focuses on store image, customer satisfaction and the relationship between them. The study primarily explains these two concepts, and then provides a literature review on the researches related with them. The study presents researches in which store image and customer satisfaction are separately discussed, thus it also shows other variables which can be influential on these concepts. Implications for both store image theory and practices are discussed. The literature review reveals that store image plays an important role in customer satisfaction.  Since most of the studies in literature are based on retail industry, in this study ‘store’ concept mostly refers to ‘retail store’.

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.

Social customer relationship management: taking advantage of Web 2.0 and Big Data technologies

OpenAIRE

Orenga-Rogl?, Sergio; Chalmeta, Ricardo

2016-01-01

The emergence of Web 2.0 and Big Data technologies has allowed a new customer relationship strategy based on interactivity and collaboration called Social Customer Relationship Management (Social CRM) to be created. This enhances customer engagement and satisfaction. The implementation of Social CRM is a complex task that involves different organisational, human and technological aspects. However, there is a lack of methodologies to assist companies in these processes. This paper shows a nove...

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

International Nuclear Information System (INIS)

Hopper, Nicole; Goldman, Charles; Neenan, Bernie

2006-01-01

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

A flag-up algorithm and test for nonstationary customer-specific product graphs

DEFF Research Database (Denmark)

Fenger, Morten H. J.; Scholderer, Joachim

period. The results show that the test is clearly able to identify customers with evolving behavior, and that it can easily be deployed as part of a CRM system. It enables companies with loyalty programs to focus on nonstationary customers, i.e. customers who may represent opportunities for cross...

Assessing the value of customized birth weight percentiles.

Science.gov (United States)

Hutcheon, Jennifer A; Walker, Mark; Platt, Robert W

2011-02-15

Customized birth weight percentiles are weight-for-gestational-age percentiles that account for the influence of maternal characteristics on fetal growth. Although intuitively appealing, the incremental value they provide in the identification of intrauterine growth restriction (IUGR) over conventional birth weight percentiles is controversial. The objective of this study was to assess the value of customized birth weight percentiles in a simulated cohort of 100,000 infants aged 37 weeks whose IUGR status was known. A cohort of infants with a range of healthy birth weights was first simulated on the basis of the distributions of maternal/fetal characteristics observed in births at the Royal Victoria Hospital in Montreal, Canada, between 2000 and 2006. The occurrence of IUGR was re-created by reducing the observed birth weights of a small percentage of these infants. The value of customized percentiles was assessed by calculating true and false positive rates. Customizing birth weight percentiles for maternal characteristics added very little information to the identification of IUGR beyond that obtained from conventional weight-for-gestational-age percentiles (true positive rates of 61.8% and 61.1%, respectively, and false positive rates of 7.9% and 8.5%, respectively). For the process of customization to be worthwhile, maternal characteristics in the customization model were shown through simulation to require an unrealistically strong association with birth weight.

The Impact of Customer Relationship Management to Customer Loyalty Through Customer Satisfaction in Cabal Dining Manado

OpenAIRE

Pandowo, Merinda; Pangemanan, Sifrid S.; Wattilete, Randy

2013-01-01

Customer relationship management is the one influencing customer loyalty, but to get customer loyalty we should know how to make customer satisfaction. This research is purposed to analyze the impact of customer relationship management to customer loyalty through customer satisfaction in Cabal Dining Manado. This research used the Path analysis as the method of this research. Population in this research is mainly in this research is people in Manado. The sample of this research is 100 respond...

PERANCANGAN APLIKASI POINT OF SALES BERBASISKAN CUSTOMER RELATIONSHIP MANAGEMENT PADA TOKO BUKU NOTRE-DAME

Directory of Open Access Journals (Sweden)

Gintoro Gintoro

2008-05-01

Full Text Available Notre-Dame Bookshop is a company which growth is quite fast. For only 2 years, this bookshop hasopened 2 new branches. Unfortunately, this growth was not followed up by the development of company onsales system and shop marketing. Therefore, this research was conducted to facilitate all transaction in pointof sales from Notre-Dame Bookshop, and also to implement Customer Relationship Management (CRMapplication in it. Research method used was a direct survey in field, a library study, an interview, aquestionaire, and a design method. The benefit of creating this application is to provide some solutions forproblem faced by Notre-Dame Bookshop, such as an easier recording of transaction, a more orderly andimposible to be lost managing of customers’ data, and a more practical and detailed reporting. Theconclusion got is with the existence of Customer Relationship Management (CRM aplication integrated withpoint of sales, Notre-Dame Bookshop will be able to increase service to the customers by providing a fastand clear information, managing customers and company campaigne better, and obtaining details oftransaction faster and easier. Thus, the Notre-Dame Bookshop can be more sustained in creating their visionand mission.Keywords: point of sales, customer relationship management, company campaign

Data-based method for creating electricity use load profiles using large amount of customer-specific hourly measured electricity use data

International Nuclear Information System (INIS)

Raesaenen, Teemu; Voukantsis, Dimitrios; Niska, Harri; Karatzas, Kostas; Kolehmainen, Mikko

2010-01-01

The recent technological developments monitoring the electricity use of small customers provides with a whole new view to develop electricity distribution systems, customer-specific services and to increase energy efficiency. The analysis of customer load profile and load estimation is an important and popular area of electricity distribution technology and management. In this paper, we present an efficient methodology, based on self-organizing maps (SOM) and clustering methods (K-means and hierarchical clustering), capable of handling large amounts of time-series data in the context of electricity load management research. The proposed methodology was applied on a dataset consisting of hourly measured electricity use data, for 3989 small customers located in Northern-Savo, Finland. Information for the hourly electricity use, for a large numbers of small customers, has been made available only recently. Therefore, this paper presents the first results of making use of these data. The individual customers were classified into user groups based on their electricity use profile. On this basis, new, data-based load curves were calculated for each of these user groups. The new user groups as well as the new-estimated load curves were compared with the existing ones, which were calculated by the electricity company, on the basis of a customer classification scheme and their annual demand for electricity. The index of agreement statistics were used to quantify the agreement between the estimated and observed electricity use. The results indicate that there is a clear improvement when using data-based estimations, while the new-estimated load curves can be utilized directly by existing electricity power systems for more accurate load estimates.

Data-based method for creating electricity use load profiles using large amount of customer-specific hourly measured electricity use data

Energy Technology Data Exchange (ETDEWEB)

Raesaenen, Teemu; Niska, Harri; Kolehmainen, Mikko [Department of Environmental Sciences, University of Eastern Finland P.O. Box 1627, FIN-70211 Kuopio (Finland); Voukantsis, Dimitrios; Karatzas, Kostas [Department of Mechanical Engineering, Aristotle University of Thessaloniki, GR-54124 Thessaloniki (Greece)

2010-11-15

The recent technological developments monitoring the electricity use of small customers provides with a whole new view to develop electricity distribution systems, customer-specific services and to increase energy efficiency. The analysis of customer load profile and load estimation is an important and popular area of electricity distribution technology and management. In this paper, we present an efficient methodology, based on self-organizing maps (SOM) and clustering methods (K-means and hierarchical clustering), capable of handling large amounts of time-series data in the context of electricity load management research. The proposed methodology was applied on a dataset consisting of hourly measured electricity use data, for 3989 small customers located in Northern-Savo, Finland. Information for the hourly electricity use, for a large numbers of small customers, has been made available only recently. Therefore, this paper presents the first results of making use of these data. The individual customers were classified into user groups based on their electricity use profile. On this basis, new, data-based load curves were calculated for each of these user groups. The new user groups as well as the new-estimated load curves were compared with the existing ones, which were calculated by the electricity company, on the basis of a customer classification scheme and their annual demand for electricity. The index of agreement statistics were used to quantify the agreement between the estimated and observed electricity use. The results indicate that there is a clear improvement when using data-based estimations, while the new-estimated load curves can be utilized directly by existing electricity power systems for more accurate load estimates. (author)

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…

Interaction of Employee Loyalty and Customer Loyalty in the Service Industry

OpenAIRE

monireh dabooeian; manijeh gharecheh

2011-01-01

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

Customized Geological Map Patterns for the Macintosh Computer.

Science.gov (United States)

Boyer, Paul Slayton

1986-01-01

Describes how the graphics capabilities of the Apple Macintosh computer can be used in geological teaching by customizing fill patterns with lithologic symbols. Presents two methods for doing this: creating a dummy document, or by changing the pattern resource resident in the operating system. Special symbols can also replace fonts. (TW)

Standards and Customer Service: Employees Behavior towards Customers

Directory of Open Access Journals (Sweden)

Venelin Terziev

2017-09-01

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

Benefits of mass customized products: moderating role of product involvement and fashion innovativeness.

Science.gov (United States)

Park, Minjung; Yoo, Jungmin

2018-02-01

The objective of this study was to explore impacts and benefits of mass customized products on emotional product attachment, favorable attitudes toward a mass customization program, and the ongoing effect on loyalty intentions. This study further investigated how benefits, attachment, attitudes, and loyalty intentions differed as a function of involvement and fashion innovativeness. 290 female online shoppers in South Korea participated in an online survey. Results of this study revealed that perceived benefits positively influenced emotional product attachment and attitudes toward a mass customization program. In addition, attachment positively influenced attitudes, which in turn affected loyalty intentions. This study also found that benefits, attachment, attitudes, and loyalty intentions were all higher in highly involved consumers (high fashion innovators) than those in less involved consumers (low fashion innovators). This study concludes with theoretical and practical implications for mass customization programs.

Benefits of mass customized products: moderating role of product involvement and fashion innovativeness

Directory of Open Access Journals (Sweden)

Minjung Park

2018-02-01

Full Text Available The objective of this study was to explore impacts and benefits of mass customized products on emotional product attachment, favorable attitudes toward a mass customization program, and the ongoing effect on loyalty intentions. This study further investigated how benefits, attachment, attitudes, and loyalty intentions differed as a function of involvement and fashion innovativeness. 290 female online shoppers in South Korea participated in an online survey. Results of this study revealed that perceived benefits positively influenced emotional product attachment and attitudes toward a mass customization program. In addition, attachment positively influenced attitudes, which in turn affected loyalty intentions. This study also found that benefits, attachment, attitudes, and loyalty intentions were all higher in highly involved consumers (high fashion innovators than those in less involved consumers (low fashion innovators. This study concludes with theoretical and practical implications for mass customization programs.

IMPLEMENTASI CUSTOMER RELATIONSHIP MARKETING PADA GRAND MIRAGE RESORT AND THALASSO BALI

Directory of Open Access Journals (Sweden)

Ni Nyoman Triyuni1

2017-12-01

Full Text Available Tujuan penelitian ini adalah untuk mengetahui implementasi customer relationship marketing pada Grand Mirage Resort and Thalasso Bali. Penelitian ini merupakan analisis deskritif kualitatif yang dilakukan melalui pengkategorian. Data disajikan berdasarkan kategori lalu dilaksanakan komparasi data, kemudian penarikan simpulan. Bedasarkan hasil penelitian menunjukkan implementasi customer relationship marketing pada Grand Mirage Resort and Thalasso Bali yaitu menggunakan tiga konsep customer relationship marketing yang terdiri dari attraction, retention, dan enhancement. Attraction merupakan daya tarik andalan yang berupa program-program seperti All Inclusive dan Guest Daily Activities, selain itu penampilan karyawan yang menerapkan pelayanan prima melalui self friendliness, attitude dan attention. Retention merupakan sikap perusahaan untuk menjalankan hubungan dengan pelanggan yang bernilai guna, adapun program yang diterapkan adalah loyalty program repeater guest. Enhancement merupakan kemitraan yang dijalin untuk memperoleh posisi berkelanjutan di pasar dengan menjaga komunikasi dengan tamu, adanya kedekatan dengan para tamu, menumbuhkan hubungan jangka panjang serta dapat menanggulangi keluhan dari tamu.

A fuzzy mixed integer programming for marketing planning

Directory of Open Access Journals (Sweden)

Abolfazl Danaei

2014-03-01

Full Text Available One of the primary concerns to market a product is to find appropriate channel to target customers. The recent advances on information technology have created new products with tremendous opportunities. This paper presents a mixed integer programming technique based on McCarthy's 4PS to locate suitable billboards for marketing newly introduced IPHONE product. The paper considers two types of information including age and income and tries to find the best places such that potential consumers aged 25-35 with high income visit the billboards and the cost of advertisement is minimized. The model is formulated in terms of mixed integer programming and it has been applied for potential customers who live in city of Tabriz, Iran. Using a typical software package, the model detects appropriate places in various parts of the city.

Critical processes of knowledge management: An approach toward the creation of customer value

Directory of Open Access Journals (Sweden)

Ignacio Cepeda-Carrion

2017-01-01

Full Text Available The aim of this article is to contribute to the literature by identifying and analyzing possible combinations between critical knowledge management processes (absorptive capacity, knowledge transfer and knowledge application, which will result in the creation of superior customer value. The main research question this work addresses is: given that customers are demanding each day a greater value, how can organizations create more value to customers from their knowledge management processes and the combination of them? We propose that the combination of the three knowledge management processes builds a dynamic or higher-order capability that results in the creation of superior value for customers.

The Antecedents of Customer Loyalty: An Empirical Investigation in Life Insurance Context

Directory of Open Access Journals (Sweden)

Srivastava Medha

2013-06-01

Full Text Available The present paper seeks to offer the most decipherable and widely applicable antecedents of customer loyalty. It explores the extant literature on customer loyalty and brings out seven variableswhich are responsible for formation of customer loyalty. Further, the relative importance of these variables has been ascertained through Multiple Regression Analysis which revealed that service quality and commitment are the strongest predictors of customer loyalty in theIndian life insurance industry. The paper also attempts to assess the loyalty status of life insurance customers in India and draw a comparison between public and private sector life insurancecompanies in order to provide significant insights to the life insurance companies that may assist them in devising better loyalty practices. The findings suggest that Indian customers do care about the public sector status of a financial service provider as it entails a sense of security and stability and thus creates a difference between customer loyalty of public sector life insurerand that of private sector life insurer. The paper holds significant implications for academicians interested in dynamics of customer loyalty as well as the marketers of life insurance services whoare concerned with customer relationships.

Social Customer Relationship Management: A Case Study

Directory of Open Access Journals (Sweden)

Paliouras Konstantinos

2017-06-01

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

Customer Oriented System of Values Research

Directory of Open Access Journals (Sweden)

Teodora ROMAN

2014-12-01

Full Text Available There is a wind of change in the past few years in the business environment regarding the customer value perspectives. This paper delivers a framework that entails the value creation development. Academics and business practitioners are interested in defining the concept of value and, more clearly, customer value. The objective met by the system of values in a company is to create principles that deliver the image of company internally and externally. It is about what the employees should know and what the customer should feel or see related to that company. It is very important from the point of view of competition in the market. The purpose of this study is to analyze and characterize through an econometric model the importance of customer oriented system of value in the companies from Iasi through a defined database. Identification of subgroups within the database could help elucidate trends and facilitate future model value building. The main objective is to reveal if the companies from Iasi have a stated or applied system of value and which is the place of customer-oriented value occupies in any system of value from the companies from Iasi. The foundations of the projects ensure that the design is conducted effectively and efficiently. Findings can be used as recommendations for the firms in Iasi because this paper considers and quantifies how the system of value of an organization is addressed and its importance in the context of the companies of Iasi County.

The Feasibility of a Customized, In-Home, Game-Based Stroke Exercise Program Using the Microsoft Kinect Sensor

Directory of Open Access Journals (Sweden)

Rachel Proffitt

2015-11-01

Full Text Available The objective of this study was to determine the feasibility of a 6-week, game-based, in-home telerehabilitation exercise program using the Microsoft Kinect® for individuals with chronic stroke. Four participants with chronic stroke completed the intervention based on games designed with the customized Mystic Isle software. The games were tailored to each participant’s specific rehabilitation needs to facilitate the attainment of individualized goals determined through the Canadian Occupational Performance Measure. Likert scale questionnaires assessed the feasibility and utility of the game-based intervention. Supplementary clinical outcome data were collected. All participants played the games with moderately high enjoyment. Participant feedback helped identify barriers to use (especially, limited free time and possible improvements. An in-home, customized, virtual reality game intervention to provide rehabilitative exercises for persons with chronic stroke is practicable. However, future studies are necessary to determine the intervention’s impact on participant function, activity, and involvement.

Customer loyalty in the South African long-term insurance industry

Directory of Open Access Journals (Sweden)

Leon du Plessis

2013-04-01

Full Text Available The primary objective of this study is to investigate the influence of selected independent variables, two-way communication and conflict handling on intentional customer loyalty via Customer Relationship Management (CRM as the intervening variable within the South African long-term insurance environment. Primary data were gathered using a questionnaire, with items referring to Customer Relationship Management, customer loyalty, two-way communication and conflict handling. The sample consisted of 254 customers in four customer walk-in centres of a long-term insurance provider in South Africa. Data were factor-analysed. One independent variable, conflict handling, exerted a statistically significant positive influence on the intervening variable (CRM, whilst two-way communication exerted a statistically significant negative influence on the intervening variable. This variable (CRM positively influenced the dependent variable (customer loyalty. If long-term insurance organisations communicate timeously and accurately, and are skilled in conflict handling, greater loyalty will be created amongst customers. The study revealed that the majority of customers (51.53% strongly agree that two-way communication is an important dimension that underpins Customer Relationship Management and their relationship with a long-term insurance organisation. The empirical results indicate a negative relationship between the perceived two-way communication by a long-term insurance organisation and CRM at the insurance provider in South Africa. In terms of conflict handling, the study revealed that the majority of customers (45.69% strongly agree that conflict handling is an important dimension that underpins Customer Relationship Management and their relationship with a long-term insurance organisation. The empirical results indicate a positive relationship between perceived conflict handling by a long-term insurance provider and CRM at the organisation in South

A study on developing customized bolus using 3D prints

International Nuclear Information System (INIS)

Jung, Sang Min; Yang, Jin Ho; Lee, Seung Hyun; Kim, Jin Uk; Yeom, Du Seok

2015-01-01

3D Printers are used to create three-dimensional models based on blueprints. Based on this characteristic, it is feasible to develop a bolus that can minimize the air gap between skin and bolus in radiotherapy. This study aims to compare and analyze air gap and target dose at the branded 1 cm bolus with the developed customized bolus using 3D printers. RANDO phantom with a protruded tumor was used to procure images using CT simulator. CT DICOM file was transferred into the STL file, equivalent to 3D printers. Using this, customized bolus molding box (maintaining the 1 cm width) was created by processing 3D printers, and paraffin was melted to develop the customized bolus. The air gap of customized bolus and the branded 1 cm bolus was checked, and the differences in air gap was used to compare D max , D min , D mean , D 95% and V 95% in treatment plan through Eclipse. Customized bolus production period took about 3 days. The total volume of air gap was average 3.9 cm 3 at the customized bolus. And it was average 29.6cm 3 at the branded 1 cm bolus. The customized bolus developed by the 3D printer was more useful in minimizing the air gap than the branded 1 cm bolus. In the 6 MV photon, at the customized bolus, D max , D min , D mean , D 95% , V 95% of GTV were 102.8%, 88.1%, 99.1%, 95.0%, 94.4% and the D max , D min , D mean , D 95% , V 95% of branded 1 cm bolus were 101.4%, 92.0%, 98.2%, 95.2%, 95.7%, respectively. In the proton, at the customized bolus, D max , D min , D mean , D 95% , V 95% of GTV were 104.1%, 84.0%, 101.2%, 95.1%, 99.8% and the D max , D min , D mean , D 95% , V 95% of branded 1cm bolus were 104.8%, 87.9%, 101.5%, 94.9%, 99.9%, respectively. Thus, in treatment plan, there was no significant difference between the customized bolus and 1 cm bolus. However, the normal tissue nearby the GTV showed relatively lower radiation dose. The customized bolus developed by 3D printers was effective in minimizing the air gap, especially when it is used against

An empirical study to determine the critical success factors on customer retention: A case study of Iranian banking sector

Directory of Open Access Journals (Sweden)

Neda Jomehri

2011-04-01

Full Text Available One of the most important strategic issues for any enterprise is to create and deliver superior value for its customers and provide enough evidences to convince them not to choose another competitive. In this study, we study the effects of customer value, customer satisfaction and customer loyalty on customer retention. The results indicate that all aspects of the customer value have positive relationships with customer satisfaction but only emotional value has a positive and direct relationship with customer loyalty. The study confirms that while none of customer value aspects has direct and positive relationship with customer retention, both customer satisfaction and customer loyalty positively and directly affect customer retention.

Optimal Return Service Charging Policy for a Fashion Mass Customization Program

OpenAIRE

Tsan-Ming Choi

2013-01-01

Mass customization (MC) service is a pertinent industrial practice in the fashion industry. To foster trust and enhance demand, some brands now allow dissatisfied customers to return the MC fashion product for a full refund minus a service charge. The service charge is a measure to avoid the abuse of the return right and to subsidize the operations cost (e.g., shipping) and loss from the return. Motivated by this observed industrial practice, this paper analytically examines the optimal retur...

The Curriculum Customization Service: A Tool for Customizing Earth Science Instruction and Supporting Communities of Practice

Science.gov (United States)

Melhado, L. C.; Devaul, H.; Sumner, T.

2010-12-01

Accelerating demographic trends in the United States attest to the critical need to broaden access to customized learning: reports refer to the next decade as the era of “extreme diversity” in K-12 classrooms, particularly in large urban school districts. This diverse student body possesses a wide range of knowledge, skills, and abilities in addition to cultural differences. A single classroom may contain students with different levels of quantitative skills, different levels of English language proficiency, and advanced students preparing for college-level science. A uniform curriculum, no matter how well designed and implemented, cannot possibly serve the needs of such diverse learners equally well. Research has shown positive learning outcomes when pedagogical strategies that customize instruction to address specific learner needs are implemented, with under-achieving students often benefiting most. Supporting teachers in the effective adoption and use of technology to meet these instructional challenges is the underlying goal of the work to be presented here. The Curriculum Customization Service (CCS) is an integrated web-based platform for middle and high school Earth science teachers designed to facilitate teachers’ instructional planning and delivery; enhancing existing curricula with digital library resources and shared teacher-contributed materials in the context of articulated learning goals. The CCS integrates interactive resources from the Digital Library for Earth System Education (DLESE) with an inquiry-based curriculum component developed by the American Geological Institute (EarthComm and Investigating Earth Systems). The digital library resources emphasize visualizations and animations of Earth processes that often challenge students’ understanding, offering multiple representations of phenomena to address different learning styles, reading abilities, and preconceived ideas. Teachers can access these materials, as well as those created or

No Future Without the Past? Predicting Churn in the Face of Customer Privacy

NARCIS (Netherlands)

Holtrop, Niels; Wieringa, Jakob; Gijsenberg, Maarten; Verhoef, Pieter C

For customer-centric firms, churn prediction plays a central role in churn management programs. Methodological advances have emphasized the use of customer panel data to model the dynamic evolution of a customer base to improve churn predictions. However, pressure from policy makers and the public

No Future Without the Past? Predicting Churn in the Face of Customer Privacy

NARCIS (Netherlands)

Holtrop, Niels; Wieringa, J.E.; Gijsenberg, M.J.; Verhoef, P.C.

2017-01-01

For customer-centric firms, churn prediction plays a central role in churn management programs. Methodological advances have emphasized the use of customer panel data to model the dynamic evolution of a customer base to improve churn predictions. However, pressure from policy makers and the public

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

Energy Technology Data Exchange (ETDEWEB)

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

2014-06-01

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

Reinventing the utility one customer at a time

International Nuclear Information System (INIS)

Laflamme, P.

1997-01-01

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

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.

Afghan Customs: U.S. Programs Have Had Some Successes, but Challenges Will Limit Customs Revenue as a Sustainable Source of Income for Afghanistan

Science.gov (United States)

2014-04-01

that patronage networks are one of the main ways to get promoted in the ABP [Afghan Border Police].”32 BMTF and CBP officials stated that when there is...operational capacity of the Afghan Border Police ( ABP ), Afghan Customs Department (ACD) and Afghan Customs Police (ACP) to enable them to gain operational...change in leadership, affecting seizure numbers . by the ABP /ACD. • Reduction in Customs revenue due to a reduced foreign presence at the same time of

Customization and design of directed self-assembly using hybrid prepatterns

Science.gov (United States)

Cheng, Joy; Doerk, Gregory S.; Rettner, Charles T.; Singh, Gurpreet; Tjio, Melia; Truong, Hoa; Arellano, Noel; Balakrishnan, Srinivasan; Brink, Markus; Tsai, Hsinyu; Liu, Chi-Chun; Guillorn, Michael; Sanders, Daniel P.

2015-03-01

Diminishing error tolerance renders the customization of patterns created through directed self-assembly (DSA) extremely challenging at tighter pitch. A self-aligned customization scheme can be achieved using a hybrid prepattern comprising both organic and inorganic regions that serves as a guiding prepattern to direct the self-assembly of the block copolymers as well as a cut mask pattern for the DSA arrays aligned to it. In this paper, chemoepitaxy-based self-aligned customization is demonstrated using two types of organic-inorganic prepatterns. CHEETAH prepattern for "CHemoepitaxy Etch Trim using a self-Aligned Hardmask" of preferential hydrogen silsesquioxane (HSQ, inorganic resist), non-preferential organic underlayer is fabricated using electron beam lithography. Customized trench or hole arrays can be achieved through co-transfer of DSA-formed arrays and CHEETAH prepattern. Herein, we also introduce a tone-reversed version called reverse-CHEETAH (or rCHEETAH) in which customized line segments can be achieved through co-transfer of DSA-formed arrays formed on a prepattern wherein the inorganic HSQ regions are nonpreferential and the organic regions are PMMA preferential. Examples of two-dimensional self-aligned customization including 25nm pitch fin structures and an 8-bar "IBM" illustrate the versatility of this customization scheme using rCHEETAH.

Segmentation of Natural Gas Customers in Industrial Sector Using Self-Organizing Map (SOM) Method

Science.gov (United States)

Masbar Rus, A. M.; Pramudita, R.; Surjandari, I.

2018-03-01

The usage of the natural gas which is non-renewable energy, needs to be more efficient. Therefore, customer segmentation becomes necessary to set up a marketing strategy to be right on target or to determine an appropriate fee. This research was conducted at PT PGN using one of data mining method, i.e. Self-Organizing Map (SOM). The clustering process is based on the characteristic of its customers as a reference to create the customer segmentation of natural gas customers. The input variables of this research are variable of area, type of customer, the industrial sector, the average usage, standard deviation of the usage, and the total deviation. As a result, 37 cluster and 9 segment from 838 customer data are formed. These 9 segments then employed to illustrate the general characteristic of the natural gas customer of PT PGN.

On expanding and realisation of radiation monitoring program at the border customs points of Uzbekistan

International Nuclear Information System (INIS)

Petrenko, V.D.; Karimov, Yu.N.; Podkovirin, A.I.; Fazylov, M.I.; Shipilov, N.N.; Yuldashev, B.S.

2006-01-01

In the modern world the waves of terrorism spreading into international level the fight against has become one of most important tasks, in particular for Uzbekistan. Uzbekistan is geographically located at the crossroads from Europe (Western Europe, Russia) to Asia (Turkmenistan, Iran, Afghanistan, Pakistan and further to the South) and its territory is one of the possible routes for illegal transportation of nuclear fissile and radioactive materials used by terrorists as a 'pure' or 'dirty' bomb. Its threat is significant, and therefore, the aim of the civilized world is to stop any possible illegal trafficking of such materials through Uzbekistan. To accomplish this task, the program aimed at equipping the customs check-points with the systems of pedestrian, vehicle and railroad portal radiation monitors was developed and initiated under international support. Realization of this program and its results are reported in this presentation. (author)

Creativity and innovation by empowering the customer: The case of Mulino Bianco. Part II: The digital customer value added

Science.gov (United States)

Bujor, A.; Avasilcăi, S.

2015-11-01

The terms of creativity, co-creation, creative industries, innovation, and coinnovation are more and more used nowadays. While co-creation offers the possibility and encourages a more active involvement from the customers to create value rich experiences, innovation is responsible for the little improvements made for a better life, to grow a business, to improve products, services or company's productivity. Either customers, current and potential, or stakeholders’ involvement into innovation activities, through their creativity, represent an important way of value creation, of actions’ performance that increases the worth of goods, services, or business as a whole. More and more, different size businesses gather ideas for innovation from customers / stakeholders by involving them into the early stages of the innovation process. Actually, it has been shown that their ideas sketch their needs and wishes, and have been described as “need information”. Customers and stakeholders, in general, also offer ideas that have been called “solution information”, which represents, not only need information, but also customer-based proposals that describe how ideas can be transformed into marketable products. The term of creative industries refers to those goods that can technically be reproduced, industrially produced, and commercially sold, this being one of the many definitions found in the literature. Mulino Bianco was first launched in Italy, being one of the value brands of Barilla Group, which we can say, according to the Italian definition and classification, it belongs to creative industries: industry of food and taste. Even though Barilla Group's Research & Development department does its job very efficiently, developing and creating new products under different brands, lately a key strategy for the Group and for Mulino Bianco, by default, is customers’ pro-active involvement in products’ development or creation. One of the tools used for this is the

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

Performance in Service Marketing from Philosophy to Customer Relationship Management

Directory of Open Access Journals (Sweden)

Victor Danciu

2007-08-01

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

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.

Custom auroral electrojet indices calculated by using MANGO value-added services

Science.gov (United States)

Bargatze, L. F.; Moore, W. B.; King, T. A.

2009-12-01

A set of computational routines called MANGO, Magnetogram Analysis for the Network of Geophysical Observatories, is utilized to calculate customized versions of the auroral electrojet indices, AE, AL, and AU. MANGO is part of an effort to enhance data services available to users of the Heliophysics VxOs, specifically for the Virtual Magnetospheric Observatory (VMO). The MANGO value-added service package is composed of a set of IDL routines that decompose ground magnetic field observations to isolate secular, diurnal, and disturbance variations of magnetic field disturbance, station-by-station. Each MANGO subroutine has been written in modular fashion to allow "plug and play"-style flexibility and each has been designed to account for failure modes and noisy data so that the programs will run to completion producing as much derived data as possible. The capabilities of the MANGO service package will be demonstrated through their application to the study of auroral electrojet current flow during magnetic substorms. Traditionally, the AE indices are calculated by using data from about twelve ground stations located at northern auroral zone latitudes spread longitudinally around the world. Magnetogram data are corrected for secular variation prior to calculating the standard version of the indices but the data are not corrected for diurnal variations. A custom version of the AE indices will be created by using the MANGO routines including a step to subtract diurnal curves from the magnetic field data at each station. The custom AE indices provide more accurate measures of auroral electrojet activity due to isolation of the sunstorm electrojet magnetic field signiture. The improvements in the accuracy of the custom AE indices over the tradition indices are largest during the northern hemisphere summer when the range of diurnal variation reaches its maximum.

Decreasing dialysis catheter rates by creating a multidisciplinary dialysis access program.

Science.gov (United States)

Rosenberry, Patricia M; Niederhaus, Silke V; Schweitzer, Eugene J; Leeser, David B

2018-03-01

Centers for Medicare and Medicaid Services have determined that chronic dialysis units should have 45%. A multidisciplinary program was established with goals of decreasing catheter rates in order to decrease central line-associated bloodstream infections, decrease mortality associated with central line-associated bloodstream infection, decrease hospital days, and provide savings to the healthcare system. We collected the catheter rates within three dialysis centers served over a 5-year period. Using published data surrounding the incidence and related costs of central line-associated bloodstream infection and mortality per catheter day, the number of central line-associated bloodstream infection events, the costs, and the related mortality could be determined prior to and after the initiation of the dialysis access program. An organized dialysis access program resulted in a 82% decrease in the number of central venous catheter days which lead to a concurrent reduction in central line-associated bloodstream infection and deaths. As a result of creating an access program, central venous catheter rates decreased from an average rate of 45% to 8%. The cost savings related to the program was calculated to be over US$5 million. The decrease in the number of mortalities is estimated to be between 13 and 27 patients. We conclude that a formalized access program decreases catheter rates, central line-associated bloodstream infection, and the resultant hospitalizations, mortality, and costs. Areas with high hemodialysis catheter rates should develop access programs to better serve their patient population.

Key Resources for Creating Online Nutrition Education for Those Participating in Supplemental Nutrition Assistance Program Education

Science.gov (United States)

Stosich, Marie C.; LeBlanc, Heidi; Kudin, Janette S.; Christofferson, Debra

2016-01-01

Internet-based nutrition education is becoming an important tool in serving the rural, low-income community, yet the task of creating such programming can be daunting. The authors describe the key resources used in developing an Internet-based nutrition education program for those participating in Supplemental Nutrition Assistance Program…

A model of customer loyalty in the retail banking market

Directory of Open Access Journals (Sweden)

Hadi Hajiyan

2016-04-01

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

Characterizing customers at medical center farmers’ markets1

Science.gov (United States)

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

2014-01-01

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

Design to learn: customizing services when the future matters

Directory of Open Access Journals (Sweden)

Dan Ariely

2013-04-01

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

Enacting personal wellbeing by controlling customers

OpenAIRE

Hagberg, Niklas

2016-01-01

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

Pengaruh Customer Perceived Value Terhadap Customer Satisfaction PT. Xyz

OpenAIRE

Sucahyo, Martinus Wilman

2017-01-01

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

What drives customer choice in competitive power markets? Final report

International Nuclear Information System (INIS)

Cates, S.

1998-12-01

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

A multi-stakeholder evaluation of the Baltimore City virtual supermarket program

Directory of Open Access Journals (Sweden)

Pooja Lagisetty

2017-10-01

Full Text Available Abstract Background Increasing access to healthy foods and beverages in disadvantaged communities is a public health priority due to alarmingly high rates of obesity. The Virtual Supermarket Program (VSP is a Baltimore City Health Department program that uses online grocery ordering to deliver food to low-income neighborhoods. This study evaluates stakeholder preferences and barriers of program implementation. Methods This study assessed the feasibility, sustainability and efficacy of the VSP by surveying 93 customers and interviewing 14 programmatic stakeholders who had recently used the VSP or been involved with program design and implementation. Results We identified the following themes: The VSP addressed transportation barriers and food availability. The VSP impacted customers and the city by including improving food purchasing behavior, creating a food justice “brand for the city”, and fostering a sense of community. Customers appreciated using Supplemental Nutrition Assistance Program (SNAP benefits to pay for groceries, but policy changes are needed allow online processing of SNAP benefits. Conclusions This evaluation summarizes lessons learned and serves as a guide to other public health leaders interested in developing similar programs. Provisions in the U.S. Department of Agriculture (USDA Farm Bill 2014 allow for select grocers to pilot online transactions with SNAP benefits. If these pilots are efficacious, the VSP model could be easily disseminated.

Exploring the effect of customer orientation on Dana insurance performance considering the intermediary role of customer relations and service quality management

Directory of Open Access Journals (Sweden)

Mokhtaran Mahrokh

2016-01-01

Full Text Available The aim of the present research was to explore the effect of customer orientation on Dana Insurance Company's performance with a focus on the intermediary role of managing customer relations and services quality. To this end, 180 Dana insurance representatives in Tehran, Iran were randomly sampled. As an applied study in terms of its goal, this research is carried out in a cross-sectional descriptive-survey design. The information was collected through literature review and a questionnaire with 55 items which was validated through expert panel. The reliability of the questionnaire was approved at 0.986 probability level as calculated using Cronbach's Alpha measure. Data analysis was performed at two descriptive and interpretative statistical levels using SPSS software program. The results from regression analysis indicated that customer orientation of Dana insurance company has a significant positive effect on marketing performance, financial performance, and organizational performance. In addition, customer orientation has a significant positive effect on Dana Insurance company's customer relationship management and service quality.

Social Media Marketing : Social media impact on brand awareness in the case of Husqvarna Sverige's customers

OpenAIRE

Kljucanin, Nermin; Shahbazi, Said; Pourjanekikhani, Pouyan

2012-01-01

The purpose of this thesis is to understand how brand awareness among customers is created and maintained through the use of social media as a marketing tool.The web does not only provide people to socialize and share and receive information among friends and family online, it is also a powerful marketing tool and marketing place where the customer can interact with other customers and firms. Social media has made it possible for customer to choose on their own when and where they want to rec...

Off-line programming and simulation in handling nuclear components

International Nuclear Information System (INIS)

Baker, C.P.

1993-10-01

IGRIP was used to create a simulation of the robotic workcell design for handling components at the PANTEX nuclear arms facility. This initial simulation identified problems with the customer's proposed worker layout, and allowed a correction to be proposed. Refinement of the IGRIP simulation allowed the design and construction of a workcell mock-up and accurate off-line programming of the system. IGRIP's off-line programming capabilities are being used to develop the motion control code for the workcell. PNLs success in this area suggests that simulation and off-line programming may be valuable tools for developing robotics in some automation resistant industries

Utility green pricing programs: a statistical analysis of program effectiveness

International Nuclear Information System (INIS)

Ryan, W.; Scott, O.; Lori, B.; Blair, S.

2005-01-01

Utility green pricing programs represent one way in which consumers can voluntarily support the development of renewable energy. The design features and effectiveness of these programs varies considerably. Based on a survey of utility program managers in the United States, this article provides insight into which program features might help maximize both customer participation in green pricing programs and the amount of renewable energy purchased by customers in those programs. We find that program length has a substantial impact on customer participation and purchases; to achieve higher levels of success, utilities will need to remain committed to their product offering for some time. Our findings also suggest that utilities should consider higher renewable energy purchase thresholds for residential customers in order to maximize renewable energy sales. Smaller utilities are found to be more successful than larger utilities, and we find some evidence that providing private benefits to nonresidential participants can enhance success. Interestingly, we find little evidence that the cost of the green pricing product greatly impacts customer participation and renewable energy sales, at least over the narrow range of premiums embedded in our data set, and for the initial set of green power purchasers. (author)

Possibilities of using ICT for increase of customer feeling of exceptionality

Directory of Open Access Journals (Sweden)

Pavel Turčínek

2011-01-01

Full Text Available Accession of the Internet undoubtedly has contributed to the shift of marketing activities. With the increasing availability and wealth of online information customers become more knowledgeable and sophisticated. If a company wants to keep its customers in long term, it must offer something more than an “ordinary” product, which has comparable substitutes in tens of other companies.At first it is necessary to identify customers behavior and thinking. Observation of his/her preferences of a demanded product line discovers products playing the key role from his/her point of view. We use methodical tools for this purpose e.g. CRM systems, Business Intelligence etc. Over gained metrics from data in data warehouses (observation subsystem we make evaluations according to various criteria (subsystem of evaluation. In this report we methodically open up not just e.g. data mining technologies, but also based on aggregated data we infer e.g. consumer’s trends.The goal of the article is to point out suitable instruments which enable to create interaction with customers, where they’ll be able to participate in creation products of their own. The Internet seems as a perfect communication channel for this interaction. Web application will consist of solution of an observation subsystem as a database application and of evaluation subsystem as the application of a row of methods e.g. multicriteria evaluation. Web applications feedback effect leads into knowledge of selected customer’s characteristics, which enables to offer him/her among others a special line of standard products.By creating a disposable web application it’s possible e.g. to offer customers absolutely common products with different visual angle. Thanks to gained information and knowledge we divide customers into groups and then target on them specifically.

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....

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

Understanding customer reactions to brokered ultimatums: applying negotiation and justice theory.

Science.gov (United States)

Humphrey, Stephen E; Ellis, Aleksander P J; Conlon, Donald E; Tinsley, Catherine H

2004-06-01

There has been little research examining customer reactions to brokered ultimatum game (BUG) contexts (i.e. exchanges in which 1 party offers an ultimatum price for a resource through an intermediary, and the ultimatum offer is accepted or rejected by the other party). In this study, the authors incorporated rational decision-making theory and justice theory to examine how customers' bids, recommendations, and repatronage behavior are affected by characteristics of BUG contexts (changing from an ultimatum to negotiation transaction, response timeliness, and offer acceptance or rejection). Results indicated that customers attempt to be economically efficient with their bidding behavior. However, negotiation structures, long waits for a response, and rejected bids create injustice perceptions (particularly informational and distributive injustice), negatively influencing customers' recommendations to others and their repatronage. The authors then discuss the practical and theoretical implications of their results. (c) 2004 APA

Whatever the customer wants, the customer gets? Exploring the gap between consumer preferences and default electricity products in Germany

International Nuclear Information System (INIS)

Kaenzig, Josef; Heinzle, Stefanie Lena; Wüstenhagen, Rolf

2013-01-01

In liberalized electricity markets, residential customers can choose their preferred provider and select among a variety of different electricity products, including green power options. Successful product design and marketing strategies for green electricity may provide electricity providers with a competitive advantage, while at the same time contributing to energy policy objectives. This requires, however, a thorough understanding of customer preferences. We investigate the relative importance of different product attributes in creating customer value, and find that price and electricity mix are the two most important attributes. The German electricity customers we surveyed in 2009 expressed an implicit willingness to pay a premium of about 16% for electricity from renewable sources. We conclude that consumers are willing to pay a significant price premium for an upgrade from the current default electricity mix in Germany to a more environmentally friendly default electricity mix, and discuss implications for marketing strategy and energy policy. Our findings are based on a dataset of 4968 experimental choices made by 414 German residential consumers, collected in a stated preference survey. - Highlights: ► Study is based on 4968 experimental choices made by 414 German retail consumers. ► Apart from price, the electricity mix is the most important product attribute. ► Majority of consumers prefer nuclear-free electricity. ► Respondents are willing to pay a premium for green electricity. ► German default electricity mix does not correspond to current customer preferences.

Developing a customer-centric digital marketing communication strategy : Commissioner Salusfin Oy

OpenAIRE

Lokteva, Daria

2015-01-01

The present study relates to the field of digital marketing communication. The purpose of the study is to create a customer-centric digital marketing communication strategy for Salusfin, a technological start-up company in need of an effective digital strategy. The key issue of the study is to provide an insight on how digital marketing communication tools can fulfil the needs and benefit the company while adding value for the customers. The research questions addressed in the study are 1. Wh...

Production and Resource Scheduling in Mass Customization with Dependent Setup Consideration

DEFF Research Database (Denmark)

Nielsen, Izabela Ewa; Bocewicz, G.; Do, Ngoc Anh Dung

2014-01-01

will contribute to the success of mass customization. This paper addresses the problem of production and resource scheduling for a production system with dependent setup and internal transportation such as AGVs in a mass customization environment. A constraint-programming-based methodology is developed to satisfy...

Measurement of Civil Engineering Customer Satisfaction in Tactical Air Command: A Prototype Evaluation Program.

Science.gov (United States)

1986-09-01

customers . The article states that in response to a White House Office of Consumer Affairs study and with the wide use of minicomputers: Companies are...Guidelines include knowing the customers and their desires and expounding those desires to the congress, the commanders and the American people . Furthermore...In order to serve the customer , the service organization and the people that provide the service should show "unjustifiable over-ommitment to improving

Customizing Process to Align with Purpose and Program: The 2003 MS PHD'S in Ocean Sciences Program Evaluative Case Study

Science.gov (United States)

Williamson, V. A.; Pyrtle, A. J.

2004-12-01

How did the 2003 Minorities Striving and Pursuing Higher Degrees of Success (MS PHD'S) in Ocean Sciences Program customize evaluative methodology and instruments to align with program goals and processes? How is data captured to document cognitive and affective impact? How are words and numbers utilized to accurately illustrate programmatic outcomes? How is compliance with implicit and explicit funding regulations demonstrated? The 2003 MS PHD'S in Ocean Sciences Program case study provides insightful responses to each of these questions. MS PHD'S was developed by and for underrepresented minorities to facilitate increased and sustained participation in Earth system science. Key components of this initiative include development of a community of scholars sustained by face-to-face and virtual mentoring partnerships; establishment of networking activities between and among undergraduate, graduate, postgraduate students, scientists, faculty, professional organization representatives, and federal program officers; and provision of forums to address real world issues as identified by each constituent group. The evaluative case study of the 2003 MS PHD'S in Ocean Sciences Program consists of an analysis of four data sets. Each data set was aligned to document progress in the achievement of the following program goals: Goal 1: The MS PHD'S Ocean Sciences Program will successfully market, recruit, select, and engage underrepresented student and non-student participants with interest/ involvement in Ocean Sciences; Goal 2: The MS PHD'S Ocean Sciences Program will provide meaningful engagement for participants as determined by quantitative analysis of user-feedback; Goal 3: The MS PHD'S Ocean Sciences Program will provide meaningful engagement for participants as determined by qualitative analysis of user-feedback, and; Goal 4: The MS PHD'S Ocean Sciences Program will develop a constituent base adequate to demonstrate evidence of interest, value, need and sustainability in

Identifying and prioritizing customer requirements from tractor production by QFD method

Directory of Open Access Journals (Sweden)

H Taghizadeh

2017-05-01

and theoretical bases of this study have been collected with research paper tab and the research data has been collected through four researcher-made questionnaires and interview tools. The questionnaire Type 1, used for determining the most important demands and needs of customers based on five choices Likert scale. The questionnaire Type 2 was for gathering data requirements to hierarchical AHP method, and the questionnaire Type 3 was for doing some evaluation about organization's present situation related with competitor's situation based on customer's demands and needs; and the questionnaire Type 4 had been implemented for finding technical requirement weights respect to customer's demands and needs. The reliability of the type 1, 3 and 4 questionnaires determined by Chronbach's Alpha method; after gathering required data for mentioned statistical test, these questionnaires' reliability rates are obtained: 0.768, 0.784 and 0.793, respectively. As well as, the validity of the questionnaires has been examined with content validity method. In this research, for analyzing the gathered data, while taking into account the different stages of QFD method, t- student statistical test was used for identifing the needs and demands of customers, and AHP was used for determining the priority of needs and demands of customers. Results and Discussion The results of one sample t-test for identifying the customer’s most important demands and needs showed that the factors such as: producing low price tractor, the quality of used auto-parts, sustainability and long-lasting the final production (production life and durability, comfort and peace during work, creating operator cabin, easy access to spare components, the amount of fuel consumption, warranty and maintenance, easy access to official repair stations, technical experts and suitable auto-parts, fast respond of brake system during braking and smooth moving identified the important demands and needs of customers. The results

A MARKETING PARADIGM: LEADING ORGANISATIONS THAT CREATE BRAND IDENTITY IN A CONSCIOUSLY AND WELL DESIGNED AESTHETICS-FOCUSED MANNER

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Ayça Can Kırgız

2013-07-01

Full Text Available Inasmuch as marketing is based on creating value for consumers and receiving values inreturn, needs of consumers and requests thereof arising incident thereto is of substantialimportance for marketers. Should the marketers be oriented to meet the needs of people insocieties that have passed to the consumption of experiences for the sake of creating value forconsumers by considering this, such an approach will be recognized as a 'value' they look forthrough the members/ consumers of cited societies and turn back again as a 'value' tobusinesses in return.Aesthetics is of the essence in order to create customer value however strategic managementof aesthetics, as well as other tools creating value, is also required for ensuring the fullpotential of the value expected in return of the investment made.The vitality of aesthetics incustomers’ lives provides opportunities for organizations to appeal to customers through avariety of sensory experiences and thereby benefitboth the customers and the organizationsthrough customer satisfaction and loyalty. These opportunities are not limited to industriessuch as fashion, cosmetics and entertainment that are concerned with aesthetic products assuch. They are not limited to exclusive, luxury products for high-end segments. Anyorganization whatsoever,in any industry, for any customer base, for profit or not for profit,governmental or private, consumer, industrial or service can benefit from using aesthetics.In this study, the concept of aesthetics is evaluated within the purview of product-focusedmarketing aesthetics and importance of aestheticsin terms of brand and people, andpioneering businesses that create brand identitiesknowingly and by planning will bediscussed with examples germane thereto.

Influence of Customer Focused Mission Statement on Customer Satisfaction

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Chijioke Nwachukwu

2017-01-01

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

Custom power - the utility solution to distribution power quality

Energy Technology Data Exchange (ETDEWEB)

Woodley, N H [Westinghouse Electric Corp., Pittsburgh, PA (United States)

1997-04-01

The design of custom power products for electric power distribution system was discussed. Problems with power quality that result in loss of production to critical processes are costly and create a problem for the customer as well as the electric utility. Westinghouse has developed power quality improvement equipment for customers and utilities, using new technologies based on power electronics concepts. The Distribution Static Compensator (DSTATCOM) is a fast response, solid-state power controller that provides flexible voltage control for improving power quality at the point of connection to the utility`s 4.16 to 69 kV distribution feeder. STATCOM is a larger version of the DSTATCOM that can be used to solve voltage flicker problems caused by electric arc furnaces. Westinghouse has also developed a Dynamic Voltage Restorer (DVR) which protects a critical customer plant load from power system voltage disturbances. Solid-State Breakers (SSB) have also been developed which offer a solution to many of the distribution system problems that result in voltage sags, swells, and power outages. 6 refs., 8 figs.

A study on developing customized bolus using 3D prints

Energy Technology Data Exchange (ETDEWEB)

Jung, Sang Min; Yang, Jin Ho; Lee, Seung Hyun; Kim, Jin Uk; Yeom, Du Seok [Dept. of Proton Therapy Center, National Cancer Center, Ilsan (Korea, Republic of)

2015-06-15

3D Printers are used to create three-dimensional models based on blueprints. Based on this characteristic, it is feasible to develop a bolus that can minimize the air gap between skin and bolus in radiotherapy. This study aims to compare and analyze air gap and target dose at the branded 1 cm bolus with the developed customized bolus using 3D printers. RANDO phantom with a protruded tumor was used to procure images using CT simulator. CT DICOM file was transferred into the STL file, equivalent to 3D printers. Using this, customized bolus molding box (maintaining the 1 cm width) was created by processing 3D printers, and paraffin was melted to develop the customized bolus. The air gap of customized bolus and the branded 1 cm bolus was checked, and the differences in air gap was used to compare D{sub max}, D{sub min}, D{sub mean}, D{sub 95%} and V{sub 95%} in treatment plan through Eclipse. Customized bolus production period took about 3 days. The total volume of air gap was average 3.9 cm{sup 3} at the customized bolus. And it was average 29.6cm{sup 3} at the branded 1 cm bolus. The customized bolus developed by the 3D printer was more useful in minimizing the air gap than the branded 1 cm bolus. In the 6 MV photon, at the customized bolus, D{sub max}, D{sub min}, D{sub mean}, D{sub 95%}, V{sub 95%} of GTV were 102.8%, 88.1%, 99.1%, 95.0%, 94.4% and the D{sub max}, D{sub min}, D{sub mean}, D{sub 95%}, V{sub 95%} of branded 1 cm bolus were 101.4%, 92.0%, 98.2%, 95.2%, 95.7%, respectively. In the proton, at the customized bolus, D{sub max}, D{sub min}, D{sub mean}, D{sub 95%}, V{sub 95%} of GTV were 104.1%, 84.0%, 101.2%, 95.1%, 99.8% and the D{sub max}, D{sub min}, D{sub mean}, D{sub 95%}, V{sub 95%} of branded 1cm bolus were 104.8%, 87.9%, 101.5%, 94.9%, 99.9%, respectively. Thus, in treatment plan, there was no significant difference between the customized bolus and 1 cm bolus. However, the normal tissue nearby the GTV showed relatively lower radiation dose. The

Creating Shape Templates for Patient Specific Biventricular Modeling in Congenital Heart Disease

Science.gov (United States)

Gilbert, Kathleen; Farrar, Genevieve; Cowan, Brett R.; Suinesiaputra, Avan; Occleshaw, Christopher; Pontré, Beau; Perry, James; Hegde, Sanjeet; Marsden, Alison; Omens, Jeff; McCulloch, Andrew; Young, Alistair A.

2018-01-01

Survival rates for infants with congenital heart disease (CHD) are improving, resulting in a growing population of adults with CHD. However, the analysis of left and right ventricular function is very time-consuming owing to the variety of congenital morphologies. Efficient customization of patient geometry and function depends on high quality shape templates specifically designed for the application. In this paper, we combine a method for creating finite element shape templates with an interactive template customization to patient MRI examinations. This enables different templates to be chosen depending on patient morphology. To demonstrate this pipeline, a new biventricular template with 162 elements was created and tested in place of an existing 82-element template. The method was able to provide fast interactive biventricular analysis with 0.31 sec per edit response time. The new template was customized to 13 CHD patients with similar biventricular topology, showing improved performance over the previous template and good agreement with clinical indices. PMID:26736353

Recommendations on Problematic Issues Solution of the Customs Development Strategy Until the Year 2020 Implementation

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Konstantin A. Bromberg

2016-12-01

Full Text Available In the present article author offers recommendations for solving problematic issues of the Customs development strategy until the year 2020 implementing. In the process of research author notes that in the new conditions, not only the tasks are transformed but also the functions and powers of the Federal Customs Service, priority issues are the issues of improving information technologies, reducing the time for customs control, and creating favorable conditions for doing business. In the conclusion author concludes that the current stage of implementation of the administrative reform and the Customs development strategy until the year 2020 in Russia involves a qualitative transformation of the customs regulation of foreign trade activities.

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

Science.gov (United States)

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

2015-09-01

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

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

Science.gov (United States)

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

2015-09-01

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

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

OpenAIRE

Harryani, Sri

2017-01-01

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

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

Energy Technology Data Exchange (ETDEWEB)

Nadel, S.

1990-10-01

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

The influence of customer relationship management information on customer loyalty

OpenAIRE

Ignatovič, Eva

2009-01-01

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

Avoiding tax in South Africa’s retail industry via customer loyalty programs

OpenAIRE

Karen Odendaal; Teresa Calvert Pidduck

2014-01-01

The Medium Term Budget Policy Statement presented by the South African Minister of Finance in late 2013, highlighted that government expenditure substantially exceeded revenues collected. In investigating the possible broadening of the South African tax base as well as improving revenue administration, there is evidence of a gap in the taxation of customer loyalty programmes within many industries. The problem is that customer loyalty award credits are currently not being taxed by the revenue...

THE INFLUENCE OF SERVICE QUALITY AND STORE ATMOSPHERE ON CUSTOMER SATISFACTION

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Miswanto Miswanto

2017-09-01

Full Text Available This research examines the influence of service quality (tangibles, reliability, responsiveness, assurance, and empathy and store atmosphere on customer satisfaction and the influence of customer satisfaction on repurchase intention, trust, and word of mouth on customers of souvenir stores in Yogyakarta. Selection of the sample is done by using purposive sampling with one criterion: they have shopped in souvenir stores in Yogyakarta. Data are collected by using questionnaires and 200 souvenir store customers participate in this study. The data are analyzed by using Structural Equation Modeling (SEM with Amos computer program. The findings show that none of service quality’s dimension: tangibles and store atmosphere have positive influences on customer satisfaction.

Custom LSI plus hybrid equals cost effectiveness

Science.gov (United States)

Friedman, S. N.

The possibility to combine various technologies, such as Bi-Polar linear and CMOS/Digital makes it feasible to create systems with a tailored performance not available on a single monolithic circuit. The custom LSI 'BLOCK', especially if it is universal in nature, is proving to be a cost effective way for the developer to improve his product. The custom LSI represents a low price part in contrast to the discrete components it will replace. In addition, the hybrid assembly can realize a savings in labor as a result of the reduced parts handling and associated wire bonds. The possibility of the use of automated system manufacturing techniques leads to greater reliability as the human factor is partly eliminated. Attention is given to reliability predictions, cost considerations, and a product comparison study.

Hidden foreign trade and corruption on customers

Directory of Open Access Journals (Sweden)

Богдан Миколайович Головкін

2017-12-01

Full Text Available According to the Association of Chartered Certified Accountants (ACCA, the volume of the "shadow" economy in Ukraine is 1.1 trillion hryvnias or 45.1 % of the gross domestic product. Estimates of the Federation of Employers of Ukraine show that only 50 % of payments to the state budget comes from the clearance of goods, while the rest comprise a corruption component of 40 billion UAH for a year. Much of the large companies move non-declared goods across the state border and do not pay taxes. However, at the official level in Ukraine, it is still not accepted to talk about the servicing of the shadow foreign trade by the customs administration and the collection of corrupt rents from illegal trade in the state. Understanding the essence of the problem gives grounds to assert that the corruption risks in the work of customs are laid down in imperfect customs legislation, high tariff rates of duties and taxes, discrete powers of customs inspectors, the regime of customs procedures in the customs control zone, low level of their automation and physical contact of declarants from customs officers. In the customs case, the main type of corruption is bribery and abuse of influence related to the assistance of illegal and criminal activity in the foreign economic sphere. Subjects of foreign economic activity reduce costs and receive revenues through customs fraud or smuggling. Without corruption, this activity is impossible. On the illegal movement of goods and vehicles, smuggling and counterfeiting through the customs border, a criminal corruption business was created for all bodies and services that carry out various types of state control and law enforcement activities in the customs sphere. The most profitable are corruption schemes related to the illegal import / export of three groups of highly liquid products: tobacco products, counterfeit IT products, petroleum products, cars with foreign registration. For an independent study, illegal

Customer-Centered Structuring in University Libraries and Personnel Satisfaction

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Erol Yılmaz

2013-11-01

Full Text Available Total Quality Management (TQM aims at creating a client-centered organizati- on and providing customer satisfaction. This study reviews TQM and its applica- tions in university libraries and examines employees' satisfaction with their work respectively. It was hypothesized that library personnel is not satisfıed because university libraries lack customer-centered (users and personnel structuring. Survey method was used to gather data. The questionnaire was administered to the 66 employees of Hacettepe University (HU libraries. High-level administra- tors of HU libraries were also interviewed. Data w ere analyzed using “t test” and “one-way analysis ofvariance (ANOVA”.

On cooperation of customs administrations in the European Union and Serbia

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Vranješ Mile

2013-01-01

Full Text Available Cooperation of customs administrations between Member States of the European Union and cooperation of the Customs Administration of the Republic of Serbia with foreign customs administrations, regarding the efficient exchange of information is, most certainly, one of the important conventional measures for suppressing customs evasion and also a significant measure for increasing the efficiency of customs collection. Problems of information exchange regarding customs in the European Union has been regulated with two main instruments: Council Regulation 515/97, on mutual assistance between the administrative authorities of the Member States and cooperation between the latter and the Commission to ensure the correct application of the law on customs and agricultural matters and Council Directive 2010/24/EU concerning mutual assistance for the recovery of claims relating to taxes, duties and other measures. Additionally, the current multi-year program for customs in the European Union (Customs 2013 is contained in the Decision of the European Parliament and Council 624/207. Problems of information exchange regarding customs in the Republic of Serbia are regulated with one main instrument: Agreement on administrative assistance in customs matters of the Republic of Serbia and other countries.

AutoCAD platform customization user interface, AutoLISP, VBA, and beyond

CERN Document Server

Ambrosius, Lee

2015-01-01

Take control of AutoCAD to boost the speed, quality, and precision of your work Senior drafters and savvy users are increasingly taking AutoCAD customization out of the hands of system administrators, and taking control of their own workflow. In AutoCAD Platform Customization, Autodesk customization guru Lee Ambrosius walks you through a multitude of customization options using detailed tutorials and real-world examples applicable to AutoCAD, AutoCAD LT, Civil 3D, Plant 3D, and other programs built on the AutoCAD platform. By unleashing the full power of the software, you'll simplify and str

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...

CUSTOMER SATISFACTION AS AN INDICATOR OF SERVICE QUALITY IN TOURISM AND HOSPITALITY

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Ana Stranjancevic

2015-12-01

Full Text Available One of the greatest challenges for stakeholders is to ensure customer satisfaction, especially in service industries such as tourism and hospitality. The aim of this paper is to show that restaurant guest satisfaction depends on numerous factors as well as to show the connection between satisfaction and loyalty. Customer satisfaction and loyalty are excellent indicators of service quality. For the purpose of this paper, empirical survey was conducted and the results of the research were analyzed by statistical method. Factors which affect customer satisfaction are: kind staff, professionalism, speed of service, food quality, ambience and comfort. This implicates a special need for the introduction of strong Human Resource Management, food safety standards (e.g. HACCP and effective space planning. The study implies that the care for quality of products and services is necessary at all levels and that it is impossible to ensure the customer satisfaction or create customer loyalty without strong management system (including space projecting and without controlling it.

Contextual Marketing Based on Customer Buying Pattern in Grocery E-Commerce: The Case of Bigbasket.com (India

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Nesya Vanessa

2017-06-01

Full Text Available The objectives of this research are to identify customer purchase behavior, obtain the number of customer clusters, and form customer profile in order to find situation-based customer purchase be- havior pattern. From the given data, the RFM method and K-Means clustering are used to identify the customer purchase behavior and profiles. The result of this research showed that the customer clusters are formed differently in every product category based on the RFM value and K-Means clustering. There are also differences in peak hour for each customer cluster. The best time to deliver notifica- tions and personal messages is near the peak hour. Indeed, this matter is useful to create contextual marketing and targeted advertising that is designed based on customer cluster and purchase behavior.