Technology as a driver for changing customer-provider interfaces

OpenAIRE

Kowalkowski, Christian; Brehmer, Per-Olof

2008-01-01

The purpose of this paper is to explore how information and communication technology (ICT) is affecting and driving changes in the service processes and customer interfaces of capital goods manufacturers.   Original Publication:Christian Kowalkowski and Per-Olof Brehmer, Technology as a driver for changing customer-provider interfaces, 2008, Management research news, (31), 10, 746-757.http://dx.doi.org/10.1108/01409170810908507Copyright: Emerald Group Publishing Limitedhttp://www.emeraldi...

Energy providers: customer expectations

International Nuclear Information System (INIS)

Pridham, N.F.

1997-01-01

The deregulation of the gas and electric power industries, and how it will impact on customer service and pricing rates was discussed. This paper described the present situation, reviewed core competencies, and outlined future expectations. The bottom line is that major energy consumers are very conscious of energy costs and go to great lengths to keep them under control. At the same time, solutions proposed to reduce energy costs must benefit all classes of consumers, be they industrial, commercial, institutional or residential. Deregulation and competition at an accelerated pace is the most likely answer. This may be forced by external forces such as foreign energy providers who are eager to enter the Canadian energy market. It is also likely that the competition and convergence between gas and electricity is just the beginning, and may well be overshadowed by other deregulated industries as they determine their core competencies

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

Energy Technology Data Exchange (ETDEWEB)

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

2011-01-15

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

Pre-purchase customer experience : multiple case study of leading service providers in Norway

OpenAIRE

Kujala, Lisanna Carolina; Citic, Marija

2015-01-01

The theory of experience economy presents customer experience as a form of new economic offering and stresses the importance of customer experience for companies that are trying to differentiate from the competitors. Many service providers are increasing their focus on customer experience by putting the customer in the center of their business. This study investigates how experience centricity and customer centricity can be enhanced at prepurchase level. Nowadays, customer a...

Evaluation of Business Excellence among Halal Certified Food Manufacturers in Malaysia

OpenAIRE

Masrom Nor Ratna binti; Mohd Rasi Raja Zuraidah binti Raja; Daut Badru At Tamam bin

2017-01-01

Business excellence is a key tool to improve the efficiency of the company. Through the business excellence model, the organization can execute their strategies to determine, forecast and survive in highly competitive market. This paper presents on identifying those elements in business excellence model (leadership, strategy and planning, customer focus, measurement, analysis, and knowledge management, operation focus) this paper provides empirical support for halal food certified companies r...

Take Five for Customer Service

Directory of Open Access Journals (Sweden)

Laura J. Ax-Fultz

2016-05-01

Full Text Available Businesses leverage excellent customer service to improve profitability. Although not profit-driven, libraries should leverage excellent customer service to achieve their unique missions. Evaluating and improving customer service practices will help a library determine if it is successfully serving its customers. The library should review three areas to improve customer service: the physical space of the library, how library employees work with library policies, and the communication skills of the library staff. By using the Take Five model, the library can make immediate, no-cost changes or plan for future improvements by taking just five minutes, every day, to assess specific areas. Over a few weeks or months, these small changes will result in better customer service.

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

Sustainable Water Infrastructure Asset Management: A Gap Analysis of Customer and Service Provider Perspectives

Directory of Open Access Journals (Sweden)

Sangjong Han

2015-09-01

Full Text Available The ultimate goal of urban water infrastructure asset management may be sustainable water supply with satisfaction for customers. In this work, we attempted to evaluate the gaps between the perspectives of customers and service providers in Korea’s water infrastructure asset management. To evaluate the customers’ perspective, a hierarchical questionnaire survey was conducted to estimate the weights of influence for six customer values and their attributes on Korean water utility management. To evaluate the service providers’ perspective, an AHP (Analytic Hierarchy Process analysis was performed to estimate the weights of influence for the customer values and their PIs (performance indicators. The gap analysis results show that customers place higher value on customer service satisfaction (emotion and information than do the service providers (managers, whereas the managers place more value on affordability than do the customers. The findings from this work imply that improving customer service is effective in satisfying the desirable water LOS (level of service for customers. Recommendations have also been provided for administrators and engineers to develop integrated decision-making systems that can reflect customer needs regarding the improvement of their water infrastructure asset management. The findings from this work may be helpful for the Korean government and water supply utilities in improving the sustainability of their water infrastructure asset management.

Excel2003 Formulas

CERN Document Server

Walkenbach, John

2011-01-01

Everything you need to know about* Mastering operators, error values, naming techniques, and absolute versus relative references* Debugging formulas and using the auditing tools* Importing and exporting XML files and mapping the data to specific cells* Using Excel 2003's rights management feature* Working magic with array formulas* Developing custom formulas to produce the results you needHere's the formula for Excel excellenceFormulas are the lifeblood of spreadsheets, and no one can bring a spreadsheet to life like John Walkenbach. In this detailed reference guide, he delves deeply into unde

Sustainable Enterprise Excellence

DEFF Research Database (Denmark)

Edgeman, Rick; Williams, Joseph; Eskildsen, Jacob Kjær

, supply chain, customer-related, human capital, financial, marketplace, societal, and environmental performance. Sustainable Enterprise Excellence integrates ethical, efficient and effective (E3) enterprise governance with 3E (equity, ecology, economy) Triple Top Line strategy throughout enterprise...

Ready: how to keep your customers coming back.

Science.gov (United States)

Eliscu, A T

2000-01-01

Customer service is a major, but often overlooked, issue in health care today. While other industries and organizations recognize how good customer relations can affect long-term success, many health care providers have yet to learn this valuable lesson. The Ritz-Carlton, which won the prestigious Baldridge Award for service, has a well-earned reputation for excellent customer service. Like health care providers, this hotel industry icon hires hourly workers, puts them in uniform and has them work in teams. Unlike health care, however, The Ritz-Carlton seems to be able to generate a much higher level of customer satisfaction. How? This chapter illustrates the techniques the hotel chain uses to accomplish its goal and how these important tools can apply to the health care industry.

Enhancing Customer Loyalty towards Corporate Social Responsibility of Thai Mobile Service Providers

OpenAIRE

Wichai Onlaor; Siriluck Rotchanakitumnuai

2010-01-01

The aim of this research is to develop the understanding of corporate social responsibility (CSR) from consumers- perspective toward Thai mobile service providers. Based on the survey from 400 mobile customers, the result shows that four dimensions of CSR of Thai mobile service providers consist of economic, legal, ethical and philanthropic responsibility. These four CSR factors have positive impacts on enhancing customer satisfaction except one item of economic respon...

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

International Nuclear Information System (INIS)

Girard, Philippe

2006-01-01

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

Writing Excel Macros with VBA

CERN Document Server

Roman, Steven

2008-01-01

To achieve the maximum control and flexibility from Microsoft® Excel often requires careful custom programming using the VBA (Visual Basic for Applications) language. Writing Excel Macros with VBA, 2nd Edition offers a solid introduction to writing VBA macros and programs, and will show you how to get more power at the programming level: focusing on programming languages, the Visual Basic Editor, handling code, and the Excel object model.

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

Directory of Open Access Journals (Sweden)

Shibashish Chakraborty

2014-12-01

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

Mobile-media pragmatism: innovation excellences and encumbrances

Science.gov (United States)

Lin, Chen-Ju

2017-10-01

Establishing two pragmatic models of enhancing entertainment and job-performance, this study aims to elaborate on how people adopt and perceive innovation excellences and encumbrances of modern mobile-media services through reflecting on their intrinsic expectancy. A survey methodology was executed to examine the hypothesised variable relationships using the purposive sampling method. CHT's Taipei think-tank head-office provided this study with a representative sampling frame and assisted to collect data from 725 focused subjects (with normative characteristics) who subscribed to HiNet or MOD, or predominantly used 4G telecommunication services. As a result of adopting the structural equation modelling test, the models of perceived innovation excellences and innovation encumbrances were affirmatively established to interpret the two applicative scenarios: entertainment and job-performance enhancement. Several valuable findings were generated. When a consumer targets entertainment technology pragmatism, he or she may stress the importance of innovative excellences, especially on product novelty. For the sake of pursuing job-performance enhancement, a customer was actively willing to invest his or her energy to meet and deal with the learning cost, customer unfamiliarity and complexity of telecom products and services. Importantly, the adopter's previous experiences with telecom products in the IT domain could effectively moderate the effect of pursuing new telecom innovation, adopting the product, and then strengthening self-evaluation.

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

Energy Technology Data Exchange (ETDEWEB)

Johnson, L.E.

1991-01-01

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

Privately Provided Accommodation Service Quality and Customer Satisfaction

Directory of Open Access Journals (Sweden)

Joshua Mugambwa

2016-04-01

Full Text Available Privately provided accommodation is a growing service in Uganda’s higher education sector due to education liberalization and demand for education. This research took a case study of Nsamizi Training Institute of Social Development (NTISD to determine the relationship between privately provided accommodation service quality and customer satisfaction. Specifically, the objectives of the study were (a to find out the relationship between security and NTISD students’ satisfaction with privately provided accommodation, and (b to find out the hierarchical level of importance of NTISD student satisfaction of the three service quality dimensions (reliability, security, and tangibles with privately provided accommodation. Using quantitative and qualitative modes of data analysis and a sample of 300 students from 20 private hostels, this study established a strong positive significant relationship between security and satisfaction regarding privately provided accommodation. This implies that accommodation service providers should increase the quality of security so as to increase the satisfaction of students regarding privately provided accommodation. The study established the hierarchical order of importance from the most important service quality dimension, respectively, as follows: reliability, security, and tangibles. Therefore, private accommodation service managers should pay extra attention to the dimensions in the same order.

What every engineer should know about excel

CERN Document Server

Holman, J P

2006-01-01

INTRODUCTIONGetting the Most from ExcelConventionsOutline of MISCELLANEOUS OPERATIONS IN EXCEL AND WORDIntroductionPrint Screen or Screen DumpCustom Keyboard Setup for Symbols in WordViewing or Printing Column and Row Headings and Gridlines in ExcelAssorted InstructionsMoving Objects in Small Increments (Nudging)Formatting Objects in Word, Including WrappingFormatting Objects in ExcelUse of Photo-Editing Software in Word, Including WrappingCopying Cell Formulas: Effect of Relative and Absolute AddressesCopying Formulas by Dragging the Fill HandleShortcut for Changing the Status of Cell Address

Patient satisfaction: focusing on "excellent".

Science.gov (United States)

Otani, Koichiro; Waterman, Brian; Faulkner, Kelly M; Boslaugh, Sarah; Burroughs, Thomas E; Dunagan, W Claiborne

2009-01-01

In an emerging competitive market such as healthcare, managers should focus on achieving excellent ratings to distinguish their organization from others. When it comes to customer loyalty, "excellent" has a different meaning. Customers who are merely satisfied often do not come back. The purpose of this study was to find out what influences adult patients to rate their overall experience as "excellent." The study used patient satisfaction data collected from one major academic hospital and four community hospitals. After conducting a multiple logistic regression analysis, certain attributes were shown to be more likely than others to influence patients to rate their experiences as excellent. The study revealed that staff care is the most influential attribute, followed by nursing care. These two attributes are distinctively stronger drivers of overall satisfaction than are the other attributes studied (i.e., physician care, admission process, room, and food). Staff care and nursing care are under the control of healthcare managers. If improvements are needed, they can be accomplished through training programs such as total quality management or continuous quality improvement, through which staff employees and nurses learn to be sensitive to patients' needs. Satisfying patients' needs is the first step toward having loyal patients, so hospitals that strive to ensure their patients are completely satisfied are more likely to prosper.

Customer satisfaction surveys: Methodological recommendations for financial service providers

Directory of Open Access Journals (Sweden)

Đorđić Marko

2010-01-01

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

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

Science.gov (United States)

Gemme, E M

1997-01-01

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

Why did they do it? How customers’ self-service technology introduction attributions affect the customer-provider relationship

NARCIS (Netherlands)

Nijssen, E.J.; Schepers, J.J.L.; Belanche, D.

2016-01-01

Purpose – Customers often think that innovations, such as self-service technologies (SSTs), are introduced by service providers to cut costs rather than extend customer service levels. The purpose of this paper is to investigate how customers use such attributions to adjust their perceptions of

The cost for meeting SLA dependability requirements; implications for customers and providers

International Nuclear Information System (INIS)

Følstad, Eirik L.; Helvik, Bjarne E.

2016-01-01

A Service Level Agreement (SLA) describes the service, the service-level objectives (SLOs), the price the customer should pay and the compensation if the SLOs are not met. There is a trade-off for the provider between the costs for improving the deployed service quality vs. probability of paying compensation. We propose how to estimate the provider's optimal service deployment. We show that the optimal deployed service quality is dependent on the SLOs, deployment cost, compensation and observation interval. A service deployment based on cost optimization results in targeted dependability objective values that are significantly better than stated in the SLOs. The proposed approach provides valuable insight for an aggregator, who buys services from other providers, to negotiate adequate SLOs, price and compensation from the providers to make a valuable offer for its own customers. - Highlights: • SLA with availability, number of failures, down time criteria and observation period. • Analysis of compound service delivery in the SLA context by a semi-Markov model. • SLA non-conformance risk dependent on the inherent/steady state system parameters. • Cost optimal service operation under non-conformance penalties (the safety margin).

Excel Initiative: Excellence in Youth Programming

Directory of Open Access Journals (Sweden)

Lynne M. Borden

2015-06-01

Full Text Available The Excellence in Youth Programming (Excel Initiative strives to support youth programs in delivering high quality programs. The backbone of Excel is the Youth Development Observational Tool (YDOT which allows for the virtual assessment of program staff who work with children and youth ages 9-18 years. The YDOT also allows Excel to provide structured feedback to programs. Excel has several unique features, including a virtual platform and a focus on the relationships between adults and youth participating in after-school programs. Offering structured assessment and interaction online eliminates expenses, provides convenient access for programs around the globe, and allows for unobtrusive assessment of worker-youth interactions. Excel is also integrated into a broader network of resources, tools, and research for those working with children and youth ages 9-18.

Evaluation of Business Excellence among Halal Certified Food Manufacturers in Malaysia

Directory of Open Access Journals (Sweden)

Masrom Nor Ratna binti

2017-01-01

Full Text Available Business excellence is a key tool to improve the efficiency of the company. Through the business excellence model, the organization can execute their strategies to determine, forecast and survive in highly competitive market. This paper presents on identifying those elements in business excellence model (leadership, strategy and planning, customer focus, measurement, analysis, and knowledge management, operation focus this paper provides empirical support for halal food certified companies reviewing and improvement. Survey has been done and analyzed among halal food certified manufacturers in Malaysia. Thus, seven categories with 35 key elements regarding American MBNQA and eight equations are examined. The main conclusions are that, strategy and measurement, analysis and knowledge management are the main weakness of the halal food certified manufacturers in Malaysia. Overall, halal food certified manufacturers in Malaysia is at the silver level of excellence based on the calculation.

Customized power quality service provided by converter interfaced microgrids — Voltage harmonics as a study case

DEFF Research Database (Denmark)

Meng, Lexuan; Chaudhary, Sanjay K.; Guerrero, Josep M.

2017-01-01

Customers may have different power quality requirements, thus, the economic operational strategy can try to provide them with distinctive quality levels as customized service. An optimization based method is proposed in this paper to realize this functionality, offering the possibility...

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.

Characteristics of Logistics Outsourcing in Bulgaria: The Perspectives of the Logistics Service Providers and their Customers

Directory of Open Access Journals (Sweden)

Rakovska Miroslava

2016-10-01

Full Text Available The increased demand and supply of logistics services bring together the logistics service providers (LSPs and the companies that outsource logistics activities. LSPs stand in between those companies and their customers, thus playing an essential role for supply chain integration. If the two parties have different viewpoints of the processes in the supply chain, the fulfillment of the goal to satisfy the end customers may be hindered. The purpose of this article is two-fold: First, to investigate the characteristics of logistics outsourcing in Bulgaria from the perspectives of the logistics service providers and their customers, and more specifically, to compare their viewpoints concerning the motives for outsourcing, the methods and contents of communication and some relationship management aspects; Second, to assess the relations of the communication and relationship management aspects to customer satisfaction. This article is based on empirical data provided by 138 manufacturing and trading companies and 136 LSPs and collected through two structured questionnaires designed to address the researched issues. The data were analyzed using descriptive statistics and the independent samples t-test. The research found that the service related reasons for logistics outsourcing are prevailing and that LSPs overestimate, compared to manufacturing and trading companies, motives related to service, organizational capabilities and relationships, while more manufacturing and trading companies concern as important the availability of logistics assets and the provision of value-added services. The research also found that both the LSPs and their customers consider that the extent of sharing of knowledge and information essential for material flow integration is very low and that the usage of team meetings and joint teams is quite rare. Also, customers do not view their relationships with the LSPs as so collaborative as viewed by the LSPs. Furthermore, the

Field-programmable custom computing technology architectures, tools, and applications

CERN Document Server

Luk, Wayne; Pocek, Ken

2000-01-01

Field-Programmable Custom Computing Technology: Architectures, Tools, and Applications brings together in one place important contributions and up-to-date research results in this fast-moving area. In seven selected chapters, the book describes the latest advances in architectures, design methods, and applications of field-programmable devices for high-performance reconfigurable systems. The contributors to this work were selected from the leading researchers and practitioners in the field. It will be valuable to anyone working or researching in the field of custom computing technology. It serves as an excellent reference, providing insight into some of the most challenging issues being examined today.

Quality Quandaries: Improving a customer value stream at a financial service provider

NARCIS (Netherlands)

Kuiper, A.; van de Hoef, R.; Wesseling, M.; Lameijer, B.A.; Does, R.J.M.M.

2016-01-01

In the wake of the financial crisis, the financial sector had to make tremendous efforts in being more transparent and cost efficient (Blom and Kuenen 2009). As a consequence, over the last decade, various financial service providers have embraced a range of methods for improving their customer

TableMaker: An Excel Macro for Publication-Quality Tables

Directory of Open Access Journals (Sweden)

Marek Hlavac

2016-04-01

Full Text Available This article introduces TableMaker, a Microsoft Excel macro that produces publicationquality tables and includes them as new sheets in workbooks. The macro provides an intuitive graphical user interface that allows for the full customization of all table features. It also allows users to save and load table templates, and thus allows layouts to be both reproducible and transferable. It is distributed in a single computer file. As such, the macro is easy to share, as well as accessible to even beginning and casual users of Excel. Since it allows for the quick creation of reproducible and fully customizable tables, TableMaker can be very useful to academics, policy-makers and businesses by making the presentation and formatting of results faster and more efficient.

Blood Pressure Directed Booster Trainings Improve Intensive Care Unit Provider Retention of Excellent Cardiopulmonary Resuscitation Skills.

Science.gov (United States)

Wolfe, Heather; Maltese, Matthew R; Niles, Dana E; Fischman, Elizabeth; Legkobitova, Veronika; Leffelman, Jessica; Berg, Robert A; Nadkarni, Vinay M; Sutton, Robert M

2015-11-01

Brief, intermittent cardiopulmonary resuscitation (CPR) training sessions, "Booster Trainings," improve CPR skill acquisition and short-term retention. The objective of this study was to incorporate arterial blood pressure (ABP) tracings into Booster Trainings to improve CPR skill retention. We hypothesized that ABP-directed CPR "Booster Trainings" would improve intensive care unit (ICU) provider 3-month retention of excellent CPR skills without need for interval retraining. A CPR manikin creating a realistic relationship between chest compression depth and ABP was used for training/testing. Thirty-six ICU providers were randomized to brief, bedside ABP-directed CPR manikin skill retrainings: (1) Booster Plus (ABP visible during training and testing) versus (2) Booster Alone (ABP visible only during training, not testing) versus (3) control (testing, no intervention). Subjects completed skill tests pretraining (baseline), immediately after training (acquisition), and then retention was assessed at 12 hours, 3 and 6 months. The primary outcome was retention of excellent CPR skills at 3 months. Excellent CPR was defined as systolic blood pressure of 100 mm Hg or higher and compression rate 100 to 120 per minute. Overall, 14 of 24 (58%) participants acquired excellent CPR skills after their initial training (Booster Plus 75% vs 50% Booster Alone, P = 0.21). Adjusted for age, ABP-trained providers were 5.2× more likely to perform excellent CPR after the initial training (95% confidence interval [95% CI], 1.3-21.2; P = 0.02), and to retain these skills at 12 hours (adjusted odds ratio, 4.4; 95% CI, 1.3-14.9; P = 0.018) and 3 months (adjusted odds ratio, 4.1; 95% CI, 1.2-13.9; P = 0.023) when compared to baseline performance. The ABP-directed CPR booster trainings improved ICU provider 3-month retention of excellent CPR skills without the need for interval retraining.

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 Innovation Process Leadership

DEFF Research Database (Denmark)

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

2007-01-01

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

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

National survey provides average power quality profiles for different customer groups

International Nuclear Information System (INIS)

Hughes, B.; Chan, J.

1996-01-01

A three year survey, beginning in 1991, was conducted by the Canadian Electrical Association to study the levels of power quality that exist in Canada, and to determine ways to increase utility expertise in making power quality measurements. Twenty-two utilities across Canada were involved, with a total of 550 sites being monitored, including residential and commercial customers. Power disturbances, power outages and power quality were recorded for each site. To create a group average power quality plot, the transient disturbance activity for each site was normalized to a per channel, per month basis and then divided into a grid. Results showed that the average power quality provided by Canadian utilities was very good. Almost all the electrical disturbance within a customer premises were created and stayed within those premises. Disturbances were generally beyond utility control. Utilities could, however, reduce the amount of time the steady-state voltage exceeds the CSA normal voltage upper limit. 5 figs

An EFQM excellence model for integrated healthcare governance.

Science.gov (United States)

Favaretti, Carlo; De Pieri, Paolo; Torri, Emanuele; Guarrera, Giovanni; Fontana, Fabrizio; Debiasi, Franco; Flor, Luciano

2015-01-01

The purpose of this paper is to account for a ten-year experience with the European Foundation for Quality Management (EFQM) Excellence Model implemented in the Trento Healthcare Trust. Since 2000, the EFQM Excellence Model provided an overarching framework to streamline business process governance, to support and improve its enablers and results. From 2000 to 2009, staff performed four internal (self) and four external EFQM-based assessments that provided guidance for an integrated management system. Over the years, key controls and assurances improved service quality through business planning, learning and practice cycles. Rising assessment ratings and improving results characterized the journey. The average self-assessment score (on a 1,000 points scale) was 290 in 2001, which increased to 610 in 2008. Since 2006, the Trust has been Recognized for Excellence (four stars). The organization improved significantly on customer satisfaction, people results and key service delivery and outcomes. The EFQM Model can act as an effective tool to meet governance demands and promote system-level results. The approach to integrated governance discussed here may support similar change processes in comparable organizations. The paper describes a unique experience when implementing EFQM within a large Italian healthcare system, which had a broader reach and lasted longer than any experience in Italian healthcare.

IMPACT OF RELATIONSHIP MARKETING ON CUSTOMER LOYALTY IN THE BANKING SECTOR

OpenAIRE

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

2012-01-01

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

The affect of loyal customer concentration benefits when choosing banking and insurance service provider, Case: Etelä-Karjalan Osuuspankki

OpenAIRE

Suhonen, Sari

2013-01-01

The objective of this thesis was to examine how the loyal customer concentration benefits affect when a customer is choosing a banking and insurance service provider. The loyal customer concentration benefits are used in OP-Pohjola Group but this research only concerns Etelä-Karjalan Osuuspankki’s loyal customer concentration benefits. The purpose of the research was also to gain information about what clients think about these benefits: what benefits are important and how these benefits can ...

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

ExcelAutomat: a tool for systematic processing of files as applied to quantum chemical calculations

Science.gov (United States)

Laloo, Jalal Z. A.; Laloo, Nassirah; Rhyman, Lydia; Ramasami, Ponnadurai

2017-07-01

The processing of the input and output files of quantum chemical calculations often necessitates a spreadsheet as a key component of the workflow. Spreadsheet packages with a built-in programming language editor can automate the steps involved and thus provide a direct link between processing files and the spreadsheet. This helps to reduce user-interventions as well as the need to switch between different programs to carry out each step. The ExcelAutomat tool is the implementation of this method in Microsoft Excel (MS Excel) using the default Visual Basic for Application (VBA) programming language. The code in ExcelAutomat was adapted to work with the platform-independent open-source LibreOffice Calc, which also supports VBA. ExcelAutomat provides an interface through the spreadsheet to automate repetitive tasks such as merging input files, splitting, parsing and compiling data from output files, and generation of unique filenames. Selected extracted parameters can be retrieved as variables which can be included in custom codes for a tailored approach. ExcelAutomat works with Gaussian files and is adapted for use with other computational packages including the non-commercial GAMESS. ExcelAutomat is available as a downloadable MS Excel workbook or as a LibreOffice workbook.

The determinants of logistics cooperation in the supply chain - selected results of the opinion poll within logistics service providers and their customers

Directory of Open Access Journals (Sweden)

Marcin Świtała

2015-12-01

Full Text Available Introduction: The paper is focused on some selected aspects of the cooperation between logistics service providers and their customers and considers the results of comparative analysis of importance assessment of the variables determining: the scope and nature of that cooperation, quality of providers' sales offer as well as changes in their customer service policy. Methods: To analyze the underlying problem direct research was conducted, i.e. a survey based on a questionnaire among 50 logistics service providers and 50 shippers. The sample was determined on special purpose. In the statistical analysis chi-square independence test, U Mann-Whitney's test as well as Cramer's V and Spearman's rho correlation ratios were used. Results: There were observed significant statistical differences between analyzed groups in the way the cooperation is perceived. The most vital discrepancies are related to customers' satisfaction degree and the assessment of the influence the providers' prices and competencies have on the cooperation. For the customers, declaring higher degree of the satisfaction from the cooperation, service quality was the most important factor. However, for the service providers, price factor was the most important one. Moreover, some differences in the answers related to changes in the service were observed, mainly with reference to: logistics capacity, out-of-loss shipments and communication. Conclusions: The group of customers revealed to be little demanding about logistics service. They tended to order mainly routine services, not demanding special skills from the service providers. This is the most probable reason why customers/providers preferred cooperation with greater number of entities. The customers, unlike service providers, also didn't have the need to develop more advanced forms of cooperation. Moreover, the observed differences related to the importance hierarchy of the cooperation determinants as well as service standards

Impact of Customer Relationship Management on Customer Loyalty, Customer Retention and Customer Profitability for Hotelier Sector

Directory of Open Access Journals (Sweden)

Sandra-Dinora Orantes-Jiménez

2017-08-01

Full Text Available Since the entrance of strategies oriented to marketing relational in Hotelier Sector, the traditional way of travel agents and other representatives arranging hospitality services for hotel and travel reservations has changed. The strategies oriented to customer relationship management are a relatively new area of specialty loyalty marketing in the hotel and hotelier sector, with advancements being made constantly. The use of this type of strategy can allow hoteliers or companies to tailor special guest programs, services and promotions based on hotel guest preferences. The hotel can use the data collected in a program to identify the needs of particular customers across hotel chains to be able to use marketing that can be targeted at specific groups of people. It also gives hoteliers the opportunity to evaluate frequent guest programs, personalize their services and perform trend analysis. A program based in marketing relational is typically run by hotels and companies to collect guest information and transaction data for use and examining to allow hoteliers to see target groups that should be marketed too. Based on these transactions hotels are able to create and manage guest loyalty programs and reward schemes. This research approach is to appraise the impact of customer relationship management on customer profitability as mediated by customer loyalty and customer retention within the hotelier sector of Mexico, and specifically for those hoteliers classified like of three stars. A sample of 100 hotels three stars was interviewed as respondents in this study. The objective of the study was to find the impact relationship between effective customer relationship implementation, customer loyalty, and customer retention and customer profitability. The findings of the study add value to hotels three stars in Mexico, and provide some invaluable statistical results essential for hotel managers and owners to successfully enhance customer loyalty

Balanced Scorecard Goal Four: Provide Policy Management, Advocacy and Problem Solving Measuring Achievement of Internal Customer Objectives

Science.gov (United States)

2002-06-01

Achievement of Internal Customer Objectives A Graduate Management Project Submitted to The Residency Committee In Candidacy for the Degree of Masters in...internal customer relations, the GPRMC has incorporated use of a Balanced Scorecard within its management scheme. The scorecard serves as a strategy map...headquarters. The goal, "Provide Policy Management , Advocacy and Problem Solving", addresses the relationship between the headquarters and its internal

FUEL SERVICES: Customer focused on Product Support during the whole Life Time

Energy Technology Data Exchange (ETDEWEB)

Langenberger, J.; Hummel, W.

2015-07-01

For more than 40 years, Fuel Services of AREVA has been delivering devices and providing on-site services primary at LWR worldwide. We support our worldwide customers in achieving safe and economic operation of the fuel assemblies (FA) and core components (CC) and have received excellent feedback from them. But the Fuel Services support goes beyond on-site activities. (Author)

Determinants of customer satisfaction with service encounter

Directory of Open Access Journals (Sweden)

Ariana Nefat

2008-12-01

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

Development of an Excel-based laboratory information management system for improving workflow efficiencies in early ADME screening.

Science.gov (United States)

Lu, Xinyan

2016-01-01

There is a clear requirement for enhancing laboratory information management during early absorption, distribution, metabolism and excretion (ADME) screening. The application of a commercial laboratory information management system (LIMS) is limited by complexity, insufficient flexibility, high costs and extended timelines. An improved custom in-house LIMS for ADME screening was developed using Excel. All Excel templates were generated through macros and formulae, and information flow was streamlined as much as possible. This system has been successfully applied in task generation, process control and data management, with a reduction in both labor time and human error rates. An Excel-based LIMS can provide a simple, flexible and cost/time-saving solution for improving workflow efficiencies in early ADME screening.

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.

Role of Third Party Logistics Providers with Advanced it to Increase Customer Satisfaction in Supply Chain Integration

OpenAIRE

Zaryab Sheikh; Shafaq Rana

2012-01-01

The main area of change in organizational strategy is the extensive use of third party logistics providers who are using advanced information technology tools and integration of supply chain to enhance customer satisfaction. By outsourcing the logistics operations, companies can focus on their core competencies and other important areas of organization which can’t be outsourced. The analysis of this paper is conducted by discussing different concepts of supply chain integration, customer sati...

Innovative tool for specifying customer requirements

NARCIS (Netherlands)

Ellman, A.; Wendrich, Robert E.; Tiainen, T.

2014-01-01

This paper presents the design and development of an App based tool for specification of customer requirements (CR) for product development. The most Quality Function Deployment (QFD) tools and methods are system based or used as an Excel document for specification and evaluation. Nowadays tool

OPERATIONAL EXCELLENCE – A KEY TO WORLD-CLASS BUSINESS PERFORMANCE

OpenAIRE

NĂFTĂNĂILĂ Ion; RADU Cătălina; CIOANĂ Georgiana

2013-01-01

Continuous improvement implies a focus on solving a series of quality problems, reducing inventories, eliminating waste and increasing productivity. However, it is clear that being lean, cost-effective and of high quality is not enough and it does not guarantee the growth of any business. This paper aims to highlight the importance of operational excellence, which is a concept referring to an effective focus on customers in order to achieve excellence at business level.

The Impact of Business Excellence on Operational Performance among Halal Certified Food Manufacturers in Malaysia

Directory of Open Access Journals (Sweden)

Masrom Nor Ratna

2017-01-01

Full Text Available The impact of business excellence with key elements embedded can be a tool for organization to determine opportunities and gain knowledge. This will help the organization to learn how to adopt highperformance and achieve competitive advantage. Through the business excellence model, the organization can execute their strategies to determine, forecast and survive in highly competitive market. This paper presents on identifying those elements in business excellence model (leadership, strategy and planning, customer focus, measurement, analysis, and knowledge management, operation focus that impact on operational performance in halal certified food manufacturers in Malaysia. Data for the study were collected from 100 halal certified food manufacturers and the relationship proposed in the framework were tested using structural equation modelling (SEM. The result indicated that all the elements of Business Excellence cannot lead to operational performance except for customer focus.

The Customer Service Experience.

Science.gov (United States)

Bell, Chip R.

2001-01-01

Discusses ways to embed customer service learning and customer loyalty including making customers think, examining every aspect of customers' service encounters with staff, providing follow-up, making learning fun, and involving customers in your business. (JOW)

The performance and customization of SAPS 3 admission score in a Thai medical intensive care unit.

Science.gov (United States)

Khwannimit, Bodin; Bhurayanontachai, Rungsun

2010-02-01

The aim of this study was to evaluate the performance of Simplified Acute Physiology Score 3 (SAPS 3) admission scores, both the original and a customized version, in mixed medical critically ill patients. A prospective cohort study was conducted over a 2-year period in the medical intensive care unit (MICU) of a tertiary referral university teaching hospital in Thailand. The probability of hospital mortality of the original SAPS 3 was calculated using the general and customized Australasia version (SAPS 3-AUS). The patients were randomly divided into equal calibration and validation groups for customization. A total of 1,873 patients were enrolled. The hospital mortality rate was 28.6%. The general equation of SAPS 3 had excellent discrimination with an area under the receiver operating characteristic curve of 0.933, but poor calibration with the Hosmer-Lemeshow goodness-of-fit H = 106.7 and C = 101.2 (P customized SAPS 3 showed a good calibration of all patients in the validation group (H = 14, P = 0.17 and C = 11.3, P = 0.33) and all subgroups according to main diagnosis, age, gender and co-morbidities. The SAPS 3 provided excellent discrimination but poor calibration in our MICU. A first level customization of the SAPS 3 improved the calibration and could be used to predict mortality and quality assessment in our ICU or other ICUs with a similar case mix.

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

Product Customization

DEFF Research Database (Denmark)

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

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

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.

Newfoundland Power 2003 annual report : connected to customers

International Nuclear Information System (INIS)

2004-01-01

This annual report provides a corporate profile and financial information from Newfoundland Power Inc. It also includes a review of its operations for 2003 and a summary of how the electric utility performed in terms of power generation, transmission and marketing. The utility serves 222,000 customers and operates on integrated generation, transmission and distribution system throughout Newfoundland and Labrador. Results for 2003 include strong financial performance, enhanced customer service, employee excellence, safety milestones, improved system reliability and environmental diligence. Earnings were improved to $29.5 million, up from 28.8 million in 2002. The improved earnings were due to increased energy sales of 2.5 per cent in the residential sector, and lower depreciation. This report summarized the company's energy resource activities and presented an operations review as well as consolidated financial statements and common share information. This included the utility's assets, liabilities, revenues, expenses and cash flows. Revenue and expenditure statements were summarized by source. tabs., figs

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

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

Investigating The Effects Of Customer Perceptions Resulted From Online Shopping Sites On Customer Satisfaction

OpenAIRE

Dr. vildan ateş

2017-01-01

Customer satisfaction has an important role providing continuity, profitability of online shopping sites and in the development of customer loyalty. The aim of this study is to determine the effects of customer perceptions arising from online shopping sites’ on customers’ satisfaction and to reveal a customer satisfaction model related to customer perceptions. Firstly, the indicators of customer satisfaction about online shopping sites and the customer perceptions thought...

Delivering customer solutions

International Nuclear Information System (INIS)

Bergsma, J.

1997-01-01

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

Customization of stock eye prosthesis for a pediatric patient by a simplified technique.

Science.gov (United States)

Jurel, Sunit Kumar; Talwar, Naina; Chand, Pooran; Singh, Raghuwar D; Gupta, Durga Shanker

2012-05-01

The unfortunate loss or absence of an eye may be caused by congenital defect , irreparable trauma, tumor or blind eye. The role of the maxillofacial prosthodontist in fabricating an ocular prosthesis to restore facial symmetry and normal appearance for the anophthalmic patient becomes essential. A custom-made ocular prosthesis is an excellent alternative for the people who lose their eye especially in young age. It has acceptable fit, retention and esthetics but is technically difficult to fabricate. On the other hand the stock eye has compromised fit and poor esthetics. Our case report presents a simple technique of customization of stock eye prosthesis to provide accurate fit and acceptable esthetics. How to cite this article: Jurel SK, Talwar N, Chand P, Singh RD, Gupta DS. Customization of Stock Eye Prosthesis for a Pediatric Patient by a Simplified Technique. Int J Clin Pediatr Dent 2012;5(2):155-158.

Customer-Centricity for Financial Inclusion

OpenAIRE

Kilara, Tanaya; Rhyne, Elisabeth

2014-01-01

Every business depends on winning customer loyalty by providing value. This is also true when customers are from the base of the social and economic pyramid (BOP). Financial service providers who are serving or who want to serve this important customer segment need to invest in understanding the customers' needs and develop products that meet those needs. An important part of becoming cust...

THE COMPUTER SYSTEM PROVIDES A SIMPLER QUALITY SERVICES IN THE CUSTOMS PROCEDURE

Directory of Open Access Journals (Sweden)

Stanka Preskar

2013-10-01

Full Text Available With Slovenia joining the EU the need for higher quality and faster transit transport of goods through customs procedures has increased. This paper presents the recent logistics approach, which allows a better link between transportation and freight forwarding. Modern computer programs used by forwarding companies have contributed to this. Forwarder companies may have a role of organizer or a place using the transport services of customs clearance of goods at the entry / exit to / from the European Union. Each type of transport has a role to play, but gets even stronger when combined under one category. This is a multimodal transport. As an example we use logistic work in a logistic company. Here the work is divided in to transit of goods, customs clearance of goods, but also touching the law and the ranking of goods by tariff codes.

Customer Relationship Malevolence: A Reflection on Accounting, Marketing and Customer Valuation

Directory of Open Access Journals (Sweden)

Kenneth Weir

2014-10-01

Full Text Available Ideas centring on knowing and understanding the customer have been core concerns of business since the 1960s. As a result, several attempts to understand the customer have been devised, leading to the generation of data collection systems and calculative technologies that try to provide numerical understanding of the customer, which now lies at the heart of contemporary customer management schemes. However, these technologies can produce several social consequences. This paper discusses valuation metrics used in customer management systems and outlines the negative issues that can result from widespread usage.

The art of customer service.

Science.gov (United States)

Williams, Jeni

2007-10-01

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

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

Directory of Open Access Journals (Sweden)

Živković Radmila

2014-01-01

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

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

OpenAIRE

Tatuil, Anggreiny

2013-01-01

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

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 ...

Using quality function deployment to capture the voice of the customer and translate it into the voice of the provider.

Science.gov (United States)

Chaplin, E; Bailey, M; Crosby, R; Gorman, D; Holland, X; Hippe, C; Hoff, T; Nawrocki, D; Pichette, S; Thota, N

1999-06-01

Health care has a number of historical barriers to capturing the voice of the customer and to incorporating customer wants into health care services, whether the customer is a patient, an insurer, or a community. Quality function deployment (QFD) is a set of tools and practices that can help overcome these barriers to form a process for the planning and design or redesign of products and services. The goal of the project was to increase referral volume and to improve a rehabilitation hospital's capacity to provide comprehensive medical and/or legal evaluations for people with complex and catastrophic injuries or illnesses. HIGH-LEVEL VIEW OF QFD AS A PROCESS: The steps in QFD are as follows: capture of the voice of the customer, quality deployment, functions deployment, failure mode deployment, new process deployment, and task deployment. The output of each step becomes the input to a matrix tool or table of the next step of the process. In 3 1/2 months a nine-person project team at Continental Rehabilitation Hospital (San Diego) used QFD tools to capture the voice of the customer, use these data as the basis for a questionnaire on important qualities of service from the customer's perspective, obtain competitive data on how the organization was perceived to be meeting the demanded qualities, identify measurable dimensions and targets of these qualities, and incorporate the functions and tasks into the delivery of service which are necessary to meet the demanded qualities. The future of providing health care services will belong to organizations that can adapt to a rapidly changing environment and to demands for new products and services that are produced and delivered in new ways.

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.

CEM: Increasing productivity through the management and monitoring of experiences provided to customers

Directory of Open Access Journals (Sweden)

Adriana Arineli

2015-12-01

Full Text Available Dealing with intangible and so subtle experience is unusual and a huge challenge for management that is not used to measure what has no numbers, but maybe they need to see beyond the obvious and accessible statistics. Recently, several studies point to the importance of customer experience management (CEM. However, if the CEM is a strategy to focus on operations and processes of a business around the customers’ experiences with the company, it is essential to seek grants to structure it and find out its effectiveness. This study examines the issues involved in offering superior customer experiences on fashion retail stores in Brazil, identifying the relation between productivity and CEM. Through a research with managers of three important Brazilian clothing retail chains, it was possible to analyze the aspects that impact on the customer experience and their relevance. A questionnaire was applied to evaluate 23 variables that make up the experience of the customer and their impact on increasing productivity. Some statistical techniques were used for data processing and it was possible to realize that only 4 of the 23 items were not relevant for customer experience. It can be concluded that CEM is effective in increasing productivity and can be used as a guideline matrix management in decision-making to promote superior customer experiences. Specific characteristics of each segment suggest different impacts in every aspect. Therefore, it is crucial that each segment review its own variables that will structure the CEM. Even assuming that it is defiant see beyond the obvious, maybe this is the necessary opportunity to create real competitive advantage and longevity for companies that want to stand out and be successful over time.

The three keys to quality customer service: opening the doors to exceptional performance.

Science.gov (United States)

Myers, Pennie; Nance, Don W

2002-01-01

Excellence in customer service requires three things. The first is a commitment to a set of principles. These principles reflect beliefs and assumptions that people are valuable and deserve to be treated with dignity and respect. This commitment is expressed to customers by an adherence to six customer-friendly processes and by personnel who possess a high level of skill in the behaviors that make up customer service. When these three requirements are met, laboratorians not only maintain a competitive edge but also fulfill their mission as health-care professionals.

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.

Improved Customer Churn and Retention Decision Management Using Operations Research Approach

Directory of Open Access Journals (Sweden)

Sulaimon Olanrewaju Adebiyi

2017-01-01

Full Text Available The relevance of operations research cannot be overemphasized, as it provides the best possible results in any given circumstance, through analysis of operations and the use of scientific method thus, this paper explore the combination of two operations research models (analytic hierarchy process and Markov chain for solving subscribers’ churn and retention problem peculiar to most service firms. A conceptual model for unraveling the problem customer churn and retention decision management was proposed and tested with data on third level analysis of AHP for determining appropriate strategies for customer churn and retention in the Nigeria telecommunication industries. A survey was conducted with 408 subscribers; the sample for the study was selected through multi-stage sampling. Two analytical tools were proposed for the analysis of data. These include: Expert Choice/Excel Solver (using Microsoft Excel and Windows based Quantitative System for Business (WinQSB. This paper plays important role in understanding various strategies for effective churn and retention management and the ranking of churn and retention drivers in order of importance to stakeholders` decision-making. The study provided a framework for understanding the application of AHP and Markov chain for modeling, analysing and proffering solution to problem of churn and retention. The study recommends organizational strategies (corporate, business and functional that reverse the churn alternatives with high priority and equally strengthen service delivery on high priority retention alternatives in order to ensure firms sustainable competitive advantage.

Advanced customization in architectural design and construction

CERN Document Server

Naboni, Roberto

2015-01-01

This book presents the state of the art in advanced customization within the sector of architectural design and construction, explaining important new technologies that are boosting design, product and process innovation and identifying the challenges to be confronted as we move toward a mass customization construction industry. Advanced machinery and software integration are discussed, as well as an overview of the manufacturing techniques offered through digital methods that are acquiring particular significance within the field of digital architecture. CNC machining, Robotic Fabrication, and Additive Manufacturing processes are all clearly explained, highlighting their ability to produce personalized architectural forms and unique construction components. Cutting-edge case studies in digitally fabricated architectural realizations are described and, looking towards the future, a new model of 100% customized architecture for design and construction is presented. The book is an excellent guide to the profoun...

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...

Idea of Quality Versus Idea of Excellence

Directory of Open Access Journals (Sweden)

Marko Kiauta

2012-12-01

Full Text Available This study investigates professionals on the field of quality, are responsible to give to customer honest clarification of fundamental ideas. Quality movement is losing credibility with suggesting that the idea of quality is replacing with the idea of excellence. Findings are based on more than 25 years of practice in professional promotion of quality: in consulting on private and public sector, from 1990 lead auditor at SIQ (Slovenian Institute of Quality, from 1998 lead assessor – commission for Slovenian Excellence Quality Award. Theory is developed based on: Noriaki Kano theory of Attractive quality, Tito Conti ideas on TQM and applications problems of Excellence model, Practical case of General Hospital Novo Mesto (in 1998 first attempt of using EM, than forced to build QMS based on ISO 9001 and then returned to practice EM. Findings: We really need to amplify and to understand the concept of quality in a much wider way. To treat excellence related activities separated from all others quality management activities is not god solution. The name of EFQM Excellence Model should be replaced with Quality Management Model. Research limitations/implications: This paper present findings mainly based on practice in Slovenia and especially in public sector where practicing of CAF is not giving expected benefits. Practical implications: The three styles of quality management (improvements to reach demands, improvements to reach expectations, improvements to react on new conditions and needs should be connected with personal development. Theory is developed based on: Noriaki Kano theory of Attractive quality, Tito Conti ideas on TQM and applications problems of Excellence model. We need integration moments. Integration is other word for creativity and health. It leads to integrity. Excellence is only one of three states of quality. If we ask: How? The answer is bad, good or excellent. All three are possible states of the same parameter.

Managing Global Customers

NARCIS (Netherlands)

G.S. Yip (George)

2009-01-01

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

Final report : Calgary Transit customer satisfaction survey 2005

Energy Technology Data Exchange (ETDEWEB)

NONE

2006-02-15

This survey was conducted to measure the customer satisfaction of Calgary Transit users and gather information for further service improvements. The survey was conducted by telephone with a total of 500 current customers, and results were compared with previous surveys. The average number of trips per week among regular customers was 7.6, the lowest over the past 6 years. Twenty-six per cent of customers used the service more frequently due to higher gas prices, lack of a vehicle and the higher frequency of services. While most customers used buses, there was an increase in train usage in 2005, which was attributed to an increase in service frequency. Customers typically reported travelling during rush hour periods. Transit customers assigned a global score of 8.2 for service quality satisfaction and loyalty, which was consistent with previous scores. Seventy-two per cent of customers rated service quality as excellent or good. Approximately 1 in 5 customers perceived Calgary Transit to have improved over the previous year. Nearly half of the customers identified themselves as committed users of the service compared to other transportation methods, and most customers stated that having more service during peak hours and in new communities should be priorities. Sixty-four per cent of respondents supported fare increases to fund service additions. It was concluded that there was a significant increase in overall transit use in 2005, which may have been due to its perceived convenience and the influence of economic factors. It was noted that the increase has not affected customers' perceptions of service performance. 8 tabs., 9 figs.

Customer trust as mediator in the creation of customer relationship intention

Directory of Open Access Journals (Sweden)

Dimyati Mohamad

2018-03-01

Full Text Available As in all service industries, banks need to be able to provide their customers with personalized services in order to ensure that they build and maintain long-term relationships which are mutually beneficial. As such, banks must adopt a relational marketing approach based on effective communication and the building of trust with the current customers instead of focusing on acquiring new customers. The current research provides insights into how banks can build trust and maintain their relations with existing customers by testing several predictors of customer trust and customer relationship intention. Thus, the purpose of this study is to examine economic content, resource content and social content as the predictors of trust and relationship intention, and trust as a predictor of relationship intention. In addition, this study also analyzes the role of trust in mediating among economic content, resource content, and social content as a predictor of relationship intention of state owned bank customers in East Java. The sample of the study is formed of 120 customers of three state-owned banks from East Java. The research variables consist of three exogenous variables: economic content, resource content, and social content. The endogenous variables are trust and relationship intention. The data was collected using a questionnaire with multiple items measured using Likert scales. The model was analyzed using SEM with AMOS version 18.0. The result shows that economic content, resource content and social content are positive and significant predictors of trust and relationship intention. The role of economic content, resource content, social content as direct predictors is higher than the mediating role of trust of state owned bank 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.

Master VISUALLY Excel 2010

CERN Document Server

Marmel, Elaine

2010-01-01

The complete visual reference on Excel basics. Aimed at visual learners who are seeking an all-in-one reference that provides in-depth coveage of Excel from a visual viewpoint, this resource delves into all the newest features of Excel 2010. You'll explore Excel with helpful step-by-step instructions that show you, rather than tell you, how to navigate Excel, work with PivotTables and PivotCharts, use macros to streamline work, and collaborate with other users in one document.: This two-color guide features screen shots with specific, numbered instructions so you can learn the actions you need

Subway Customer Loyalty And Evaluating Marketing Strategies

OpenAIRE

Mishra, Dr. Lalita

2013-01-01

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

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...

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

Directory of Open Access Journals (Sweden)

Alimuddin Rizal Rivai

2016-12-01

Full Text Available                     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 approach, then of seven hypothesis there are two hypotheses were rejected. The hypothesis is rejected is the influence of customer value on customer engagement, and support systems to customer engagement. While five other hypotheses, namely: the influence of the customer value, support systems, knowledge products to the satisfaction of the customer, as well as the effect of product knowledge and customer satisfaction on customer involvement is proven. Based on the results of this study, it can be concluded that to build customer engagement should be created customer satisfaction. While such satisfaction can be created through providing better customer value, the support system is up to date and easy, and provides knowledge products to customers continuously and thoroughly.

ARS-Media for excel instruction manual

Science.gov (United States)

ARS-Media for Excel Instruction Manual is the instruction manual that explains how to use the Excel spreadsheet ARS-Media for Excel application. ARS-Media for Excel Instruction Manual is provided as a pdf file....

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.

Customer Relationship Management.

Science.gov (United States)

Fayerman, Michael

2002-01-01

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

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

Building Agents to Serve Customers

OpenAIRE

Barbuceanu, Mihai; Fox, Mark S.; Hong, Lei; Lallement, Yannick; Zhang, Zhongdong

2004-01-01

AI agents combining natural language interaction, task planning, and business ontologies can help companies provide better-quality and more costeffective customer service. Our customer-service agents use natural language to interact with customers, enabling customers to state their intentions directly instead of searching for the places on the Web site that may address their concern. We use planning methods to search systematically for the solution to the customer's problem, ensuring that a r...

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.

Customer Communication Document

Science.gov (United States)

2009-01-01

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

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.

MEASURING THE RELATIONSHIP BETWEEN CUSTOMER SATISFACTION AND CUSTOMER LOYALTY IN THE UAE HOTEL INDUSTRY PERSPECTIVE

OpenAIRE

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

2017-01-01

Customer satisfaction is important to evaluate why hotels succeed or fail, and why do hotels have varying levels of performance. It seems that hotels that provide higher service quality do have higher levels of performance that confirms a higher number of satisfied customers. If it impacts the organization's performance, then it is important to know the relationship between customer satisfaction and customer loyalty. This study has investigated the relationship between customer satisfaction a...

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...

AKTIVITAS KOMUNIKASI CUSTOMER RELATIONS DALAM LAYANAN PENGEMUDI GOJEK SRIKANDI TERHADAP PENGGUNA JASA

Directory of Open Access Journals (Sweden)

Novilah Novilah

2017-05-01

Full Text Available The role of the driver GO-JEK considered important for PT. GO-JEK Indonesia, a company engaged in the field of online-based transportation services oriented to the satisfaction of its customers (customer. Including category GO-JEK female driver by the term Heroine. The driver is equipped with SOP of communication with the customer. The purpose of this study was to determine the GO-JEK Heroine driver's communication activities in the framework of customer relations. The results of this study is that the study concluded that the driver GO-JEK Heroine understand the importance of customer relations and excellent service for providing transportation services in accordance with the SOP (Standard Operating Procedure. Communication activities carried out, is motivated by the need to dig up information about the customer early done by the driver GO-JEK Heroine with customers. A second communication when meeting customers, assuring customer data in accordance with the reservation. Further, when serving customers both to drive customers (Go-Ride, Booking foods (Go-Food, reservations are shopping (Go-Mart or Shipping (Go Send. The Driver GO-JEK Heroine talks when necessary and when deemed necessary. This is done in the process of serving maximally and improve the security of the driver her-self. Peran para pengemudi GO-JEK Srikandi dianggap penting bagi PT. GOJEK Indonesia, perusahaan yang bergerak di bidang jasa transportasi berbasis online yang berorientasi kepada kepuasan pelangganya (customer. Penelitian ini ditujukan untuk mengetahui aktivitas komunikasi pengemudi GO-JEK Srikandi dengan pelanggan dengan menggunakan landasan teori Kepuasan Pelanggan (Customer Satisfactions. Hasil penelitian terbagi dalam dua subbab yaitu: 1 Menggali informasi awal tentang customer yang dilakukan oleh para pengemudi GO-JEK Srikandi dengan pelanggan, 2 Aktivitas komunikasi para pengemudi GO-JEK Srikandi dalam melayani pelanggan meliputi 3 faktor: mengawali komunikasi

Bronson Methodist Hospital: journey to excellence in quality and safety.

Science.gov (United States)

Knapp, Cheryl

2006-10-01

Bronson Healthcare Group, a 343-bed not-for-profit health care system serving all of southwest Michigan and northern Indiana, has as its flagship Bronson Methodist Hospital, the recipient of the 2005 Malcolm Baldrige National Quality Award. The Baldrige criteria were used to formalize Bronson's approach to performance excellence. The strategic plan is condensed and communicated via a "Plan for Excellence" focused on three strategies: clinical excellence, customer and service excellence, and corporate effectiveness. Initiatives include clinical scene investigation (a system for reporting and investigating sentinel and atypical events), a strategy for educating staff in the Situation-Background-Assessment-Recommendations (SBAR) communication technique, and mandatory influenza immunization for health care staff (safety), patient health literacy needs and a health information center (patient centeredness); methods to reduce bloodstream and ventilator-acquired pneumonia infections (effectiveness); a physician portal for access to forms, test results, and patient information (efficiency); restaurant-style pagers for patients and families while waiting (timeliness); and community outreach (equity). Bronson's journey to excellence continues with more accountability for hand-off communication and teamwork, enhancing a non-punitive environment for patient safety reporting, and further incorporating patient and family involvement.

Providing Limited Local Electric Service During a Major Grid Outage: A First Assessment Based on Customer Willingness to Pay.

Science.gov (United States)

Baik, Sunhee; Morgan, M Granger; Davis, Alexander L

2018-02-01

While they are rare, widespread blackouts of the bulk power system can result in large costs to individuals and society. If local distribution circuits remain intact, it is possible to use new technologies including smart meters, intelligent switches that can change the topology of distribution circuits, and distributed generation owned by customers and the power company, to provide limited local electric power service. Many utilities are already making investments that would make this possible. We use customers' measured willingness to pay to explore when the incremental investments needed to implement these capabilities would be justified. Under many circumstances, upgrades in advanced distribution systems could be justified for a customer charge of less than a dollar a month (plus the cost of electricity used during outages), and would be less expensive and safer than the proliferation of small portable backup generators. We also discuss issues of social equity, extreme events, and various sources of underlying uncertainty. © 2017 Society for Risk Analysis.

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

Institute of Scientific and Technical Information of China (English)

XU Xuanguo; LI Xiangyang

2006-01-01

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

The performance implications of outsourcing customer support to service providers in emerging versus established economies

NARCIS (Netherlands)

Raassens, N.; Wuyts, S.H.K.; Geyskens, I.

Recent discussions in the business press query the contribution of customer-support outsourcing to firm performance. Despite the controversy surrounding its performance implications, customer-support outsourcing is still on the rise, especially to emerging markets. Against this backdrop, we study

The performance implications of outsourcing customer support to service providers in emerging versus established economies

NARCIS (Netherlands)

Raassens, N.; Wuyts, S.; Geyskens, I.

2014-01-01

Recent discussions in the business press query the contribution of customer-support outsourcing to firm performance. Despite the controversy surrounding its performance implications, customer-support outsourcing is still on the rise, especially to emerging markets. Against this backdrop, we study

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.

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.

Proceedings: Meeting customer needs with heat pumps, 1991

International Nuclear Information System (INIS)

1992-12-01

Electric heat pumps provide a growing number of residential and commercial customers with space heating and cooling as well as humidity control and water heating. Industrial customers use heat pump technology for energy-efficient, economical process heating and cooling. Heat pumps help utilities meet environmental protection needs and satisfy their load-shape objectives. The 1991 conference was held in Dallas on October 15--18, featuring 60 speakers representing electric utilities, consulting organizations, sponsoring organizations, and heat pump manufacturers. The speakers presented the latest information about heat pump markets, technologies, applications, trade ally programs, and relevant issues. Participants engaged in detailed discussions in ''breakout'' and parallel sessions and viewed more than 30 exhibits of heat pumps, software, and other products and services supporting heat pump installations and service. Electric utilities have the greatest vested interest in the sale of electric heat pumps and thus have responsibility to ensure quality installations through well-trained technicians, authoritative and accurate technical information, and wellinformed design professionals. The electric heat pump is an excellent tool for the electric utility industry's response to environmental and efficiency challenges as well as to competition from other fuel sources. Manufacturers are continually introducing new products and making research results available to meet these challenges. Industrial process heat pumps offer customers the ability to supply heat to process at a lower cost than heat supplied by primary-fuel-fired boilers. From the utility perspective these heat pumps offer an opportunity for a new electric year-round application

Quality improvement using the Baldrige Criteria for Organizational Performance Excellence.

Science.gov (United States)

DeJong, Douglas J

2009-06-01

The criteria needed to achieve the Malcolm Baldrige National Quality Award (MBNQA) are described. The MBNQA was created in 1987 to recognize quality and performance and to encourage excellence in American companies. In 2003, Saint Luke's Hospital, the largest hospital in the Saint Luke's Health System, received the MBNQA. In the years since, the hospital has continued to use the Baldrige approach and has pursued the award on the health-system level. The Baldrige Criteria for Organizational Performance Excellence provide a framework that focuses on obtaining the highest levels of organizational excellence. These criteria consist of seven categories-leadership; strategic planning; focus on patients, customers, and markets; measurement, analysis, and knowledge management; work-force focus; process management; and results. At Saint Luke's Hospital, a category leader was designated for each of the seven categories in order to fully apply the criteria to the organization. Pharmacy leaders worked closely with each category leader to ensure that the appropriate format was being followed and to contribute positively to the written application and the site visit conducted by MBNQA examiners. The MBNQA involves its own vernacular and pattern. Effort should be made to fully understand and embrace the path that the organization's leaders have chosen. Departmental activities should be placed in front of an individual's leadership so that he or she can play an active part in demonstrating quality-improvement success stories. The criteria for the MBNQA are structured around seven categories that form a framework by which any organization or department can structure its own pursuit of quality and excellence. Pharmacy leaders can play an important role in the successful pursuit of quality within their organization.

Effects of service provider attitudes and employment status on citizenship behaviors and customers' attitudes and loyalty behavior.

Science.gov (United States)

Payne, Stephanie C; Webber, Sheila Simsarian

2006-03-01

The relationship among job satisfaction, affective commitment, service-oriented organizational citizenship behaviors (OCBs), customer satisfaction, and customer loyalty were examined for a sample of 249 hairstylists and 1 of their corresponding customers. Employee satisfaction was positively related to service-oriented OCBs, customer satisfaction, and customer loyalty, whereas affective commitment was not related to these outcomes. The extent to which the predictor variables interacted with one another and the role of employment status on these relationships was also explored. High levels of job satisfaction or affective commitment resulted in more service-oriented OCBs for employees and self-employed workers, whereas high levels of both resulted in more service-oriented OCBs for owners.

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

OpenAIRE

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

2012-01-01

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

Customer service in libraries best practices

CERN Document Server

Harmon, Charles

2013-01-01

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

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

International Nuclear Information System (INIS)

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

2000-01-01

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

The Susquehanna plant lifetime excellence program

International Nuclear Information System (INIS)

McNamara, R.W.

1988-01-01

This paper discusses how the Susquehanna plant lifetime excellence program (SPLEX) blends many of the objectives of a new managing for excellence program with plant life extension objectives to achieve excellence in the lifetime operation and availability of the two-unit Susquehanna steam electric station. Investments in lifetime excellence improvements will provide near-term, as well as plant life extension, benefits. A high-quality lifetime experience record, together with extensive, periodic technical assessments and cost-benefit analyses, will provide conclusive justification for future extensions of the unit operating licenses

Measuring Customer Profitability in Complex Environments

DEFF Research Database (Denmark)

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

2012-01-01

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

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

Directory of Open Access Journals (Sweden)

MALCOCI Marina

2015-05-01

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

Customization of Protein Single Nanowires for Optical Biosensing.

Science.gov (United States)

Sun, Yun-Lu; Sun, Si-Ming; Wang, Pan; Dong, Wen-Fei; Zhang, Lei; Xu, Bin-Bin; Chen, Qi-Dai; Tong, Li-Min; Sun, Hong-Bo

2015-06-24

An all-protein single-nanowire optical biosensor is constructed by a facile and general femtosecond laser direct writing approach with nanoscale structural customization. As-formed protein single nanowires show excellent optical properties (fine waveguiding performance and bio-applicable transmission windows), and are utilized as evanescent optical nanobiosensors for label-free biotin detection. © 2015 WILEY-VCH Verlag GmbH & Co. KGaA, Weinheim.

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.

Lean Customer Involvement : A Multiple Case Study on the Effects of Kanban on Customer Involvement

OpenAIRE

Lundheim, Henning

2012-01-01

Customer involvement is an important, but challenging part of software development. Delays and failures can often be attributed to a lack of customer involvement. Different development methodologies provide different strategies for customer involvement, all with their own challenges. Kanban is a new development methodology quickly gaining popularity in the software development community. This thesis aims to answer the question: How does Kanban influence customer involvement? The main prob...

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...

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.

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

OpenAIRE

Ana Stranjancevic; Iva Bulatovic

2015-01-01

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 analy...

Cluster Analysis of Customer Reviews Extracted from Web Pages

Directory of Open Access Journals (Sweden)

S. Shivashankar

2010-01-01

Full Text Available As e-commerce is gaining popularity day by day, the web has become an excellent source for gathering customer reviews / opinions by the market researchers. The number of customer reviews that a product receives is growing at very fast rate (It could be in hundreds or thousands. Customer reviews posted on the websites vary greatly in quality. The potential customer has to read necessarily all the reviews irrespective of their quality to make a decision on whether to purchase the product or not. In this paper, we make an attempt to assess are view based on its quality, to help the customer make a proper buying decision. The quality of customer review is assessed as most significant, more significant, significant and insignificant.A novel and effective web mining technique is proposed for assessing a customer review of a particular product based on the feature clustering techniques, namely, k-means method and fuzzy c-means method. This is performed in three steps : (1Identify review regions and extract reviews from it, (2 Extract and cluster the features of reviews by a clustering technique and then assign weights to the features belonging to each of the clusters (groups and (3 Assess the review by considering the feature weights and group belongingness. The k-means and fuzzy c-means clustering techniques are implemented and tested on customer reviews extracted from web pages. Performance of these techniques are analyzed.

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...

Utility customer issues

International Nuclear Information System (INIS)

Downey, W.H.

1997-01-01

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

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.

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

OpenAIRE

Robert Jacobson; Natalie Mizik

2009-01-01

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

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...

Analytics for Customer Engagement

NARCIS (Netherlands)

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

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

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...

Improving Customer Service in Elderly Care

OpenAIRE

Nielsen, Chris

2015-01-01

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

Excel dashboards and reports

CERN Document Server

Alexander, Michael

2013-01-01

Learn to use Excel dashboards and reports to better conceptualize data Updated for all the?latest features and capabilities of Excel 2013, this go-to resource provides you with in-depth coverage of the individual functions and tools that can be used to create?compelling Excel reports. Veteran author Michael Alexander walks you through the most effective ways to present and report data. Featuring a comprehensive review of a wide array of technical and analytical concepts, this essential guide helps you go from reporting data with simple tables full of dull numbers to presenting

Customer Satisfaction and Loyalty Among Internet Banking Users of Philippine National Bank in Batangas City

Directory of Open Access Journals (Sweden)

EDWARD KERVIN B. MOJARES

2014-04-01

Full Text Available One of the most vital challenges of the Internet as a service delivery channel is providing and maintaining service quality. This study aimed to describe the profile of the respondents with regards to socio-demographic and bank-related variables; to identify the effects of internet banking among its clients in Batangas City; to determine the level of customer’s satisfaction in terms of speed and accuracy, accessibility and convenience, and security features; to determine the respondents level of loyalty; to test the relationship between effects of internet banking service and customer satisfaction and loyalty variables; and lastly, to propose effective measures on how to enhance the quality of internet banking service offered by PNB in Batangas City. The descriptive-correlation method was utilized in the conduct of the study. The respondents of the study are the top 100 or 30% of the three hundred thirty four active users of internet banking service of Philippine National Bank in Batangas City during the period of October 2012 as generated by the bank’s system. The study revealed that the respondents are generally satisfied with the speed and accuracy, accessibility and convenience, and security features of the internet banking service facility. It was also found out that only speed and accuracy showed significant relationship on the effect of internet banking. Internet banking users are still considering the speed and accuracy of the banks service to make them satisfied despite that internet banking provides lower cost delivery channel, gives customers to almost any type of banking transactions and gives breadth and depth customer service. However, customers’ level of loyalty is not affected by the effects of internet banking services. This proves that as long as the customers are being provided with an excellent service, customer loyalty/retention could still be possibly attained by the bank

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

Directory of Open Access Journals (Sweden)

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.

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

OpenAIRE

Montolalu, Marcelitha T.

2013-01-01

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

The interplay between customer participation and difficulty of design examples in the online designing process and its effect on customer satisfaction: mediational analyses.

Science.gov (United States)

Chang, Chia-Chi; Chen, Hui-Yun; Huang, I-Chiang

2009-04-01

In the current consumer-centric economy, consumers increasingly desire the opportunity to design their own products in order to express more effectively their self-image. Mass customization, based on efficient and flexible modulization designs, has provided individualized products to satisfy this desire. This work presents an experiment employed to demonstrate that customer participation leads to higher satisfaction. Specifically, the increment in customer satisfaction due to participation is greater when an easy example is provided than when either no example or a difficult one is provided. Additionally, self-congruity plays a mediating role on the customer participation-satisfaction relationship, and this mediating effect varies across different levels of the design example provided in the design process. When an easy design example is present, customer participation has a direct effect on satisfaction, in addition to the indirect effect of self-congruity. When a difficult example is provided, customer participation does not have incremental effects on either self-congruity or customer satisfaction. Finally, when no design example is shown to customers, contrary to our expectation, participation still enhances customer satisfaction due to an increased sense of self-congruity.

Customer portfolios

DEFF Research Database (Denmark)

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

2017-01-01

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

MCA Center of Excellence Through Benchmarking and INMM Involvement - Key Tools for Change

International Nuclear Information System (INIS)

JAY, JEFFERY

2005-01-01

Nuclear Materials Management Department, a BWXT-corporate partner with Westinghouse Savannah River Company, has established a vision for positioning the organization as a Global Center of Excellence for Strategic Materials Management. NMM's Road to Excellence results from a changing business environment where flexibility and adaptability have become key demands from the Department of Energy customer. Flexibility and adaptability are integral components of the department's MC and A Center of Excellence philosophy in the pursuit of improvement technologies that meet domestic and international safeguards requirements. The customer challenge has put the organization in the forefront of change where benchmarking with other MC and A programs, applying human performance technologies and leveraging INMM leadership and participation opportunities are key ingredients to influencing improvements and changes in existing MC and A standards, policies and practices. The paper challenges MC and A professionals, MC and A program owners and organizational leaders to engage in the debate of new ideas, partnering arrangements and timely deployment of technologies (human performance and technical-based applications) to exponentially improve safeguards programs. Research and development efforts in support of safeguards improvements need to seriously consider deployment to field practitioners within a 2-3 year time frame from inception. INMM plays a crucial role in accelerating such opportunities and establishing improved performance standards above our normal governmental and organizational bureaucracies

Customer Experience Creation : Determinants, Dynamics and Management Strategies

NARCIS (Netherlands)

Verhoef, Peter C.; Lemon, Katherine N.; Parasuraman, A.; Roggeveen, Anne; Tsiros, Michael; Schlesinger, Leonard A.; Schlessinger, L.L.

2009-01-01

Retailers, such as Starbucks and Victoria's Secret, aim to provide customers a great experience across channels, In this paper we provide an overview of the existing literature on customer experience and expand on it to examine the creation of a customer experience front a holistic perspective. We

Excel VBA 24-hour trainer

CERN Document Server

Urtis, Tom

2015-01-01

Master VBA automation quickly and easily to get more out of Excel Excel VBA 24-Hour Trainer, 2nd Edition is the quick-start guide to getting more out of Excel, using Visual Basic for Applications. This unique book/video package has been updated with fifteen new advanced video lessons, providing a total of eleven hours of video training and 45 total lessons to teach you the basics and beyond. This self-paced tutorial explains Excel VBA from the ground up, demonstrating with each advancing lesson how you can increase your productivity. Clear, concise, step-by-step instructions are combined wit

Relationship Marketing and Customer Satisfaction: A Conceptual Perspective

Directory of Open Access Journals (Sweden)

Deborah O. Aka

2016-08-01

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

The Competitive Causes and Consequences of Customer Satisfaction

OpenAIRE

Simon, Daniel H.; Gomez, Miguel I.

2005-01-01

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

NASA Excellence Award for Quality and Productivity 1989 highlights. The 1989 recipient: Lockheed Engineering and Sciences Company

Science.gov (United States)

1990-01-01

The NASA Excellence Award for Productivity and Quality is the result of NASA's desire to encourage superior quality and the continuous improvement philosophy in the aerospace industry. It is awarded to NASA contractors, subcontractors, and suppliers who have demonstrated sustained excellence, customer orientation, and outstanding achievements in a total quality management (TQM) environment. The 'highlights' booklet is intended to transfer successful techniques demonstrated by the performance and quality of major NASA contractors.

Analisis Pengaruh Service Quality dan Sistem Informasi Sekolah terhadap Customer Satisfaction yang Berdampak pada Customer Loyalty Studi Kasus Sekolah Xyz

Directory of Open Access Journals (Sweden)

Roni Kurniawan

2014-12-01

Full Text Available Education has a strategic role in preparing qualified future generations. Education has business potential that is reliable and promising, considering the timeless education, as well as the expectations of every parent to their children to have the access to the best education. Evolving world of education today isdemonstrated by the high rate of growth of established schools, especially private schools. Parents today are more savvy and critical in determining the best school for their children, taking into account various aspects, ranging from excellent schools, curriculum, learning systems, the facility to activities that make their children good personality and smart. A more selective attitude that makes private education institutions now have to be more innovative in order to compete. This study was conducted to determine how big the Service Quality and Information Systems School, affect Customer Satisfaction, which will have an impact on Customer Loyalty (Case Study at XYZ School. The study was conducted with data collection techniques in the form of questionnaires toa total of 100 respondents, using descriptive statistical calculations, where the data were analyzed by using electronic data processing methods with the support of SPSS 17.0 To measure the influence of independent variables on the dependent variable, then the path analysis (path analysis was used. The results showed that the Service Quality and Information Systems School were contributing together, and significant in Customer Satisfaction. Service Quality, Information Systems and Customer Satisfaction of school together contributesignificantly to Customer Loyalty.

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.

Comparison of two methods for customer differentiation

NARCIS (Netherlands)

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

2014-01-01

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

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 ...

Customer satisfaction with the quality of the logistic services

OpenAIRE

Małgorzata Lisińska-Kuśnierz; Teresa Gajewska

2014-01-01

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

Customer satisfaction measurement in emergency medical services.

Science.gov (United States)

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

2003-07-01

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

Critical self-evaluation for excellence

International Nuclear Information System (INIS)

Mullee, G.R.

1988-01-01

This paper discusses the use of critical self-evaluation of performance as a stimulus for excellence. Self-evaluation inherently provides acceptance and ownership of a problem, thereby motivating change. Some of the key elements of self-evaluation are discussed such as unbiased observations and appropriate performance standards. As circumstances change, an ongoing self-appraisal approach provides continuing feedback to maintain and further excellence. Two examples of critical self-evaluation in use at the Tennessee Valley Authority (TVA) are discussed

I want products my own way, but which way? The effects of different product categories and cues on customer responses to Web-based customizations.

Science.gov (United States)

Chang, Chia-Chi; Chen, Hui-Yun

2009-02-01

Mass customization is a strategy that has been adopted by companies to tailor their products in order to match customer needs more precisely. Therefore, to fully capture the value of mass customization, it is crucial to explore how customers react to mass customization. In previous studies, an implied premise has been that consumers are keen to embrace customized products, and this assumption has also been treated by firms as a prerequisite for successful mass customization strategies. However, an undesirable complexity may result from difficult configuration processes that may intimidate and confuse some customers. Hence, this study explores strategies that marketers can employ to facilitate the customization process. Specifically, this study investigates how to enhance customer satisfaction and purchase decision toward customized products by providing cues compatible with the product category. It is hypothesized that for search products, customers rely more on intrinsic cues when making configuration decisions. On the other hand, for experience products, customers perceive extrinsic cues to be more valuable in assisting them to make configuration decisions. The results suggest that consumers tend to respond more favorably toward customized search products when intrinsic cues are provided than when extrinsic or irrelevant ones are provided. In contrast, when customizing experience products, customers tend to depend more on extrinsic cues than on intrinsic or irrelevant ones.

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

Excel for chemists: a comprehensive guide

National Research Council Canada - National Science Library

Billo, E. Joseph

2011-01-01

..., biological, and medicinal calculations. Including a CD-ROM for Windows, this new edition provides chemists and students with the a detailed guide to using the current versions of Excel (Excel 2007 and 2010...

Space Mission Operations Ground Systems Integration Customer Service

Science.gov (United States)

Roth, Karl

2014-01-01

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

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...

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...

Enhancing customer value

International Nuclear Information System (INIS)

Gabel, B.

1996-01-01

A discussion on how Westcoast Gas Services Inc., is striving to meet customer satisfaction was presented. A strategic business unit called storage, transportation and service is a customer-centered, energy service enterprise dedicated to providing value-added service. The company is placing emphasis on better coordination of sales and marketing activities, especially in areas of customer relationship management and product development. Deregulation was responsible for the changing marketplace. It resulted in increased competition, energy alliances and multi-fuel opportunities. Some of the ways Westcoast Gas Service plans to survive and prosper in this new world of competition were outlined. Among the ideas mentioned were consumer orientation, superior information about consumers and competitors, quick adaptation to changing market conditions, anticipation of consumer needs, and appropriate product development

Patterns to Enable Mass-Customized Business Process Monitoring

NARCIS (Netherlands)

Jochem Vonk; dr Marco Comuzzi; dr. Samuil Angelov

2012-01-01

Mass-customization challenges the one-size-fits-all assumption of mass production, allowing customers to specify the options that best fit their requirements when choosing a product or a service. In business process management, to achieve mass-customization, providers offer to their customers the

Patterns to enable mass-customized business process monitoring

NARCIS (Netherlands)

Comuzzi, M.; Angelov, S.A.; Vonk, J.; Ralyté, J,; Franch, X.; Brinkkemper, S.; Wrycza, S.

2012-01-01

Mass-customization challenges the one-size-fits-all assumption of mass production, allowing customers to specify the options that best fit their requirements when choosing a product or a service. In business process management, to achieve mass-customization, providers offer to their customers the

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

Directory of Open Access Journals (Sweden)

Naser Azad

2013-04-01

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

A customer satisfaction model for a utility service industry

Science.gov (United States)

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

2016-08-01

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

Empirical Study on the Relationships of Internet Banking Quality, Customer Value, and Customer Satisfaction

Directory of Open Access Journals (Sweden)

Umbas KRISNANTO

2017-06-01

Full Text Available The purpose of this conducted study was to test the direct and indirect effects of internet banking quality and customer value to customer satisfaction. This study uses descriptive analysis and multiple regression analysis to examine these relationships. The study is based on a survey conducted with respondents who use internet banking in their day-to-day activities, and all questionnaire items are deemed valid and reliable. For data analysis, the descriptive analysis for the indicators, dimensions, and variables proved to be in a good category. Research findings and implications of the regression analysis show that internet banking quality and customer value had a greater direct impact on customer satisfaction, rather the partial relationships of these variables to satisfaction. In the partial relationships, customer value has a higher influence on customer satisfaction, than internet banking quality. As a research recommendation, banks should provide a more humanistic internet banking service for better consumer satisfaction. A major research limitation of the study is that it does not measure service quality of internet banking, and only focuses on customers of internet banking use of one single bank. The originality of this research relies on the insights of internet banking quality leading to customer satisfaction and increasing the value of a bank to its main target markets.

Why Excel?

Science.gov (United States)

Barreto, Humberto

2015-01-01

This article is not the usual Excel pedagogy fare in that it does not provide an application or example taught via a spreadsheet. Instead, it briefly reviews the history of spreadsheets in the economics classroom and explores the current environment, with an emphasis on modern learning theory. The conclusion is not surprising: spreadsheets improve…

Beyond the Voice of the Customer

DEFF Research Database (Denmark)

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

2012-01-01

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

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...

Matching Value Propositions with Varied Customer Needs

DEFF Research Database (Denmark)

Heikka, Eija-Liisa; Frandsen, Thomas; Hsuan, Juliana

2018-01-01

Organizations seek to manage varied customer segments using varied value propositions. The ability of a knowledge-intensive business service (KIBS) provider to formulate value propositions into attractive offerings to varied customers becomes a competitive advantage. In this specific business based...... on often highly abstract service offerings, this requires the provider to have a clear overview of its knowledge and resources and how these can be configured to obtain the desired customization of services. Hence, the purpose of this paper is to investigate how a KIBS provider can match value propositions...... with varied customer needs utilizing service modularity. To accomplish this purpose, a qualitative multiple case study is organized around 5 projects allowing within-case and cross-case comparisons. Our findings describe how through the configuration of knowledge and resources a sustainable competitive...

Quality Customer Service Action Plan

International Nuclear Information System (INIS)

2008-12-01

Since its establishment in 1992 the RPII has been committed to the provision of high quality services to its customers. This report outlines how the RPII will work towards providing a high quality service to our customers and the standards we aim for in the provision of our services

Customizing Curriculum with Digital Resources

Science.gov (United States)

Miller, Jeffrey

2011-01-01

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

Price or Privilege? Customer Perception on Loyalty Programs

Directory of Open Access Journals (Sweden)

Asnan Furinto

2011-12-01

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

Leading Others Toward Excellence.

Science.gov (United States)

Hupp, James R

2015-12-01

This essay puts forth the proposition that academic program excellence does not arise by accident. Effective leadership is required. To support this proposition, the essay discusses the characteristics common to effective leaders. It then proceeds to use the example of a successful academic oral-maxillofacial surgery department and characteristics of its leader to provide evidence that excellence derives from effective leadership. Copyright © 2015 American Association of Oral and Maxillofacial Surgeons. Published by Elsevier Inc. All rights reserved.

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? .

Are Women More Loyal Customers than Men? Gender Differences in Consumer Loyalty to Firms and Individual Service Providers

OpenAIRE

Melnyk, Valentina; Osselaer, Stijn; Bijmolt, Tammo

2009-01-01

textabstractPrevailing wisdom assumes that female consumers are more loyal than male consumers. The authors report conditions under which the reverse is found, depending on the object of customer loyalty. For example, whereas female consumers tend to be more loyal than male consumers to individuals, such as individual service providers, this difference is reversed when the object of loyalty is a group of people. The authors find a similar crossover interaction effect for loyalty to individual...

[Customer orientation in ambulant medicine].

Science.gov (United States)

Heinrich, M

2014-07-01

Due to developments of the health market, economic aspects of the health system are more relevant. In this upcoming market the patient is regarded as customer and the doctor as provider of medical services. Studies on customer orientation in the ambulant medicine lag behind this dynamic. An aim of the study is to comprehend the attitudes of the doctors referring to the customer orientation. In a second step the findings are discussed according to statements of health-care paticipants. Developments in role comprehension of doctor and patient are focused to gain results in scientific and practical applications. Guideline-supported, partly narrative interviews with n=9 gynaecologists and n=11 general practitioners in Freiburg/Germany are recorded, transcribed and reviewed in a qualitative analysis. The statements of the doctors show patient satisfaction has an incremental meaning sspecially regarding the sequence of patient relationship and economic management of the doctor's workplace. The doctor's role comprehension meets with a refusal of the role of salesman and the patient as customer. The method of interviews is suitable to gather empirical impressions of the doctors. The control sample is adequate, however a bias due to inhomogeneous thematic affinitiy and local social-demographics might be possible. The customer orientation has become an important factor in doctor-patient relationtships. The relevance of the doctor-patient conversation and the risk of misuse of the patient confidence are mentioned by the doctors. The doctor as paternalistic care provider gives way to the customer-focused service provider. The doctor's necessity of autonomyssss and dependency on patient satisfaction have potential for conflict. Intensive mention of customer orientation in medicine in the media emphasises its importance. Rational handling with the possibilities of individual health markets is a prospective challange. Further research could be established in all aspects of

A Survey of Level of Excellence in National Library and Archives of I.R. of Iran Based on EFQM Excellence Model

Directory of Open Access Journals (Sweden)

Elaheh Hassanzadeh

2013-03-01

Full Text Available EFQM excellence model as a framework for evaluation and improvement in organizations indicates some advantages which an excellent organization should achieve. Furthermore, based on its position and the type of service it offers, NLAI needs an all-out study using EFQM model. So the current research aimed at determining level of excellence in NLAI based on EFQM excellence model. The research method was descriptive. Statistical society consisted of top and middle managers of NLAI. Data was gathered through the proportionate EFQM's 90 questions questionnaire. The results from descriptive statistics showed that the mean of NLAI performance self-assessment was acquired in 9 criteria of EFQM model: leadership 56 out of 100, policy and strategy 34 out of 80, people 52 out of 90, partnership and resources 62 out of 90, processes 41 out of 140, customer results 80 out of 200, people results40 out of 90, society results 31 out of 60, key performance results 96 out of 150. Finally, the NLAI gained 492 out of 1000 points. Among all the criteria of the model, partnership criteria and resources have achieved the highest score (62 points of 90 and process criteria lowest score (41 points of 140. Therefore NLAI should be improving the process to meet the complete satisfaction and added value for users and other stakeholders. The results also showed that the EFQM was a good framework for self-assessment on of the EFQM model at NLAI and a good system for identifying strengths and areas for improvement.

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.

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

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.

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...

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.

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…

The Use of CRM for Customer Management at Cellular Telecommunications Industry

OpenAIRE

Puspa, Ayu Kartika

2013-01-01

At this time the telecommunications not only as part of the lifestyle but have become an important necessity in everyday life. Requirement will result in the proliferation of communications service providers with a variety of rates and offer to potential customers. While the numbers show the loss of customers is also increasing, most customers only a short time on a single provider. Service providers are not only competing to gain new customers but also retain the loyalty of existing customer...

A Measurement of Civil Engineering Customer Satisfaction.

Science.gov (United States)

1987-09-01

and the people who consume it" (2iv-xvii). More recently, service providers have become aware of the importance of customer satisfaction, but most do... customer as both a consumer and a co-producer; that is, the customer is the recipient of the service, and, at the same time, is involved in the...base civil engineering customers are more like consumers and less like co-producers because the BCE works on facilities, not on the occupants

18 CFR 154.111 - Index of customers.

Science.gov (United States)

2010-04-01

... 18 Conservation of Power and Water Resources 1 2010-04-01 2010-04-01 false Index of customers. 154... Tariff § 154.111 Index of customers. (a) If a pipeline is in compliance with the reporting requirements of § 284.13(c) of this chapter, then an index of customers need not be provided in the tariff. (b) If...

STRATEGI CUSTOMER RELATIONSHIP MARKETING TERHADAP LOYALITAS PELANGGAN

Directory of Open Access Journals (Sweden)

Sri Setyo Iriani

2017-03-01

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

Customization: Ideal Varieties, Product Uniqueness and Price Competition

OpenAIRE

Oksana Loginova; X. Henry Wang

2009-01-01

We study customization in the Hotelling model with two firms. In addition to providing ideal varieties, the perceived uniqueness of a customized product contributes independently to consumer utility. We show that only when consumer preferences for uniqueness are high customization occurs in equilibrium.

ANTECEDENTS OF CUSTOMER RELATIONSHIP MANAGEMENT CAPABILITIES

Directory of Open Access Journals (Sweden)

Tuleu Daniela

2015-07-01

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

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

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.

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...

Full 3-D OCT-based pseudophakic custom computer eye model

Science.gov (United States)

Sun, M.; Pérez-Merino, P.; Martinez-Enriquez, E.; Velasco-Ocana, M.; Marcos, S.

2016-01-01

We compared measured wave aberrations in pseudophakic eyes implanted with aspheric intraocular lenses (IOLs) with simulated aberrations from numerical ray tracing on customized computer eye models, built using quantitative 3-D OCT-based patient-specific ocular geometry. Experimental and simulated aberrations show high correlation (R = 0.93; poptical geometrical and surgically-related factors to image quality, and are an excellent tool for characterizing and improving cataract surgery. PMID:27231608

Customer perceived service quality, satisfaction and loyalty in Indian private healthcare.

Science.gov (United States)

Kondasani, Rama Koteswara Rao; Panda, Rajeev Kumar

2015-01-01

The purpose of this paper is to analyse how perceived service quality and customer satisfaction lead to loyalty towards healthcare service providers. In total, 475 hospital patients participated in a questionnaire survey in five Indian private hospitals. Descriptive statistics, factor analysis, regression and correlation statistics were employed to analyse customer perceived service quality and how it leads to loyalty towards service providers. Results indicate that the service seeker-service provider relationship, quality of facilities and the interaction with supporting staff have a positive effect on customer perception. Findings help healthcare managers to formulate effective strategies to ensure a better quality of services to the customers. This study helps healthcare managers to build customer loyalty towards healthcare services, thereby attracting and gaining more customers. This paper will help healthcare managers and service providers to analyse customer perceptions and their loyalty towards Indian private healthcare services.

Headquarters Air Force Material Command Customer Relationship Management

Science.gov (United States)

2006-06-01

The concept of CRM is new to the Air Force, but customer relationship management has existed as long as there have been buyer and sellers of goods... people that call their customer service centers, which constitute their external customers . This approach does not incorporate inputs and insights...indicator, the ACSI tracks trends in customer satisfaction and provides valuable benchmarking insights of the consumer economy for companies, industry

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.

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

The Pursuit of Excellence through Education.

Science.gov (United States)

Ferrari, Michel, Ed.

In this book theorists and researchers present a range of perspectives on how to promote excellence in education, providing an opportunity for expression to those who stress transformation of educational practice and those who emphasize individual abilities. In part 1, The Individual Pursuit of Excellence, the chapters are: (1) Learning from…

A duopoly model with heterogeneous congestion-sensitive customers

NARCIS (Netherlands)

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

2003-01-01

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

What and how about customer-driven product development

DEFF Research Database (Denmark)

Sommer, Anita Friis; Steger-Jensen, Kenn

2012-01-01

Collaborative product development is of increasing interest as customer demands increases while product life cycles decrease. This study investigates how suppliers handle active customers including managing customer requests for new products and customer-driven product development. A large...... structured literature review of the top 20 supply chain management journals is conducted to explore existing literature. Research states the importance of active integration in product development, but does not provide answers to how suppliers can manage this in practice. A 2x2 matrix is developed describing...... the differing views on customers in existing research including customer actions on both new and existing products....

A duopoly model with heterogeneous congestion-sensitive customers.

NARCIS (Netherlands)

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

2007-01-01

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

A duopoly model with heterogeneous congestion-sensitive customers

NARCIS (Netherlands)

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

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

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...

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

OpenAIRE

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

2013-01-01

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

Development of a business plan for women's health services, using Malcolm Baldrige Performance Excellence Criteria.

Science.gov (United States)

Caramanica, L; Maxwell, S; Curry, S

2000-06-01

A new process for business planning at Hartford Hospital was needed to achieve critical business results. This article describes the Hospital's use of the Malcolm Baldrige Performance Excellence Criteria as a way to standardize and improve business planning. Women's Health Services is one of Hartford Hospital's "centers for excellence" and one of the first to use these criteria to improve its service. Staff learned how to build their business plan upon a set of core values and concepts such as customer-driven quality, leadership that sets high expectations, continuous improvement and learning, valuing employees, faster response to market demands, management by fact, and a long-range view of the future.

Aiming for Service Excellence: Implementing a Plan for Customer Service Quality at a Blended Service Desk

Science.gov (United States)

Oud, Joanne; Genzinger, Peter

2016-01-01

This article discusses a public service review and redesign that resulted in a blended service desk combining reference and circulation functions, staffed by nonlibrarians. The redesign implements a number of organizational structures that encourage service excellence, as found in the business literature and in examples of nonlibrary organizations…

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

Science.gov (United States)

Schechter, M

1994-08-01

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

12 CFR 573.5 - Annual privacy notice to customers required.

Science.gov (United States)

2010-01-01

... customer relationship. Annually means at least once in any period of 12 consecutive months during which.... (b)(1) Termination of customer relationship. You are not required to provide an annual notice to a... provide any statements or notices to the customer concerning that relationship or you sell the credit card...

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

Multivariate analysis for customer segmentation based on RFM

Directory of Open Access Journals (Sweden)

Álvaro Julio Cuadros López

2018-02-01

Full Text Available Context: To build a successful relationship management (CRM, companies must start with the identification of the true value of customers, as this provides basic information to implement more targeted and customized marketing strategies. The RFM methodology, a classic analysis tool that uses three evaluation parameters, allows companies to understand customer behavior, and to establish customer segments. The addition of a new parameter in the traditional technique is an opportunity to refine the possible outcomes of a customer segmentation since it not only provides a new element of evaluation to identify the most valuable customers, but it also makes it possible to differentiate and get to know customers even better. Method: The article presents a methodology that allows to establish customer segments using an extended RFM method with new variables, selected through multivariate analysis..  Results: The proposed implementation was applied in a company in which variables such as profit, profit percentage, and billing due date were tested. Therefore, it was possible to establish a more detailed customer segmentation than with the classic RFM. Conclusions: the RFM analysis is a method widely used in the industry for its easy understanding and applicability. However, it can be improved with the use of statistical procedures and new variables, which will allow companies to have deeper information about the behavior of the clients, and will facilitate the design of specific marketing strategies.

Customer journey in B2B SaaS business models

OpenAIRE

Opanasenko, Mariia

2017-01-01

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

Customer Relationship Management (CRM dan Nilai Pelanggan terhadap Loyalitas Pelanggan

Directory of Open Access Journals (Sweden)

Budiman Budiman

2010-09-01

Full Text Available The tourism world today gains a lot of attention and spotlight is greatly increased in many countries and in different places in the world. It is proven by the increasing number of tourist resorts built, due to visitors using the facility. The purpose of this study is to determine whether there is influence of Customer Relationship Management (CRM on Customer Value at Hotel Crystal, to see if there is influence of CRM on Customer Loyalty at Hotel Kristal, and to find out whether there is influence of Customer Value on Customer Loyalty at Hotel Kristal. The research is descriptive, while the research method used is survey of 100 customers in Hotel Kristal, South Jakarta. Path analyze is used to determine the influence between variables. Result indicates that the CRM provides a positive and significant influence on the Customer Value at Hotel Kristal. Meanwhile, CRM and Customer Value provide a positive and significant influence at Hotel Kristal subsequently affecting Customer Loyalty Hotel Kristal.

Customer satisfaction with the quality of the logistic services

Directory of Open Access Journals (Sweden)

Małgorzata Lisińska-Kuśnierz

2014-03-01

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

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...

A vigorous approach to customer service.

Science.gov (United States)

Pollock, E K

1993-01-01

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

Hidden foreign trade and corruption on customers

Directory of Open Access Journals (Sweden)

Богдан Миколайович Головкін

2017-12-01

migration through the customs border of amber and wood, the manipulation of exports of grain and other highly liquid products deserve. Summarizing, we draw the following conclusions. Customs corruption is based on providing shadow foreign trade and covering economic crime on a transnational or transboundary scale. It is in violation of customs legislation by both parties in customs matters for the purpose of illegal enrichment. In corruption practices, all bodies and services that provide state control over the movement of goods through the customs border of Ukraine and carry out law-enforcement activities in this area participate. The level of corruption in the sphere of foreign economic activity depends on the volume of illegal export-import operations with raw materials and highly liquid products, as well as the ratio of official taxes and the cost of corruption services to economic entities. It was clarified that in parallel with "centralized corruption" in customs authorities there is "competitive corruption" between regional customs and their structural divisions for providing corruption services at lower prices. Measures to prevent corruption and crime should be aimed at reducing the profitability of shadow foreign trade by liberalizing the tax burden at the same time while strengthening control over transfer pricing, including the customs service into an integrated security system throughout the supply chain, implementing common customs control, managing risky operations.

Customer service in the residential property market of South Africa

Directory of Open Access Journals (Sweden)

S Rudansky-KlopperS

2004-07-01

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

Mapping the Customer Experience Management Strategies for Customer Loyalty in Retail Hypermarket Jabodetabek

OpenAIRE

Jerry Marcellinus Logahan; Janita Sembiring Meliala; Iskandar Putong

2015-01-01

Today, competition in the global market has become increasingly difficult and and at the same time products and services provided by retail companies tend to be similar. So in such circumstances, customers expect not only satisfied with the products and services, but also the pursuit of the perfect shopping experience during the shopping process. The purpose of this study was to devise a customer experience management strategy at a hypermarket retailer Carrefour, Hypermart, Giant, and Lotte M...

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

OpenAIRE

MALCOCI Marina; GONCEAR Tatiana

2015-01-01

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

Influence of Customer Focused Mission Statement on Customer Satisfaction

Directory of Open Access Journals (Sweden)

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.

Advanced Excel for scientific data analysis

CERN Document Server

De Levie, Robert

2004-01-01

Excel is by far the most widely distributed data analysis software but few users are aware of its full powers. Advanced Excel For Scientific Data Analysis takes off from where most books dealing with scientific applications of Excel end. It focuses on three areas-least squares, Fourier transformation, and digital simulation-and illustrates these with extensive examples, often taken from the literature. It also includes and describes a number of sample macros and functions to facilitate common data analysis tasks. These macros and functions are provided in uncompiled, computer-readable, easily

A system for customer feedback: the InterVention (IV) Line.

Science.gov (United States)

Wood, K E; Barker, J R; Stump, J W

2001-01-01

Healthcare organizations use a number of data collection methodologies to identify opportunities for improving customer satisfaction. One methodology used at the 665-bed University Hospitals and Clinics of the University of Mississippi Medical Center is a customer service telephone hotline. Patients, visitors, and staff members call in their compliments and concerns to the InterVention (IV) Line, which provides customized problem solving. This article provides an overview of the customer hotline and presents lessons learned from its implementation.

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.

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...

Practices around Customization of Standard Systems

DEFF Research Database (Denmark)

Dittrich, Yvonne; Vaucouleur, Sebastien

2008-01-01

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

14 CFR 212.8 - Protection of customers' payments.

Science.gov (United States)

2010-01-01

... 14 Aeronautics and Space 4 2010-01-01 2010-01-01 false Protection of customers' payments. 212.8... customers' payments. (a) Except as provided in paragraph (c) of this section, no certificated air carrier or... payable in advance by customers for the subject charter trips shall be accepted by the carrier. (e) The...

EMPIRICAL ASSESSMENT OF MICROFINANCE BANKS IN NIGERIA USING EFQM EXCELLENCE MODEL

Directory of Open Access Journals (Sweden)

Chijioke Nwachukwu

2017-06-01

Full Text Available Measuring the performance of microfinance banks ensure that the banks create value for their various stakeholders. Achieving and sustaining superior business performance is important for organisations. The goal of this study is to assess microfinance banks in Nigeria using EFQM Excellence Model. The study adapts the EFQM self- assessment questionnaire for collecting data from 53 senior staff of selected Microfinance banks in Nigeria. In analyzing our data, Pearson correlation, ANOVA, and multiple regression techniques were used. The result shows that a significant positive association exists between the enablers (leadership, strategy, people, partnerships and resources, processes, products, and services and results (customer, people, society, and business criterion. More important, all the 4 hypotheses are supported. The authors suggest that a robust performance management system that integrates leadership, strategy, people, resources, processes, products, and services are important to achieve and sustain excellent results for various stakeholders.

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

OpenAIRE

Romppanen, Maiju; Kellgren, Cecilia; Moradi, Ladan

2007-01-01

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

Listening to Students: Customer Journey Mapping at Birmingham City University Library and Learning Resources

Science.gov (United States)

Andrews, Judith; Eade, Eleanor

2013-01-01

Birmingham City University's Library and Learning Resources' strategic aim is to improve student satisfaction. A key element is the achievement of the Customer Excellence Standard. An important component of the standard is the mapping of services to improve quality. Library and Learning Resources has developed a methodology to map these…

ASSESSING CUSTOMER SATISFACTION BASED ON QoS PARAMETERS

Directory of Open Access Journals (Sweden)

Alem Čolaković

2017-03-01

Full Text Available Measurement of customer sastisfaction is an efficient tool to detect problems in SP (Services Provider and their relationship with customers. Based on this measurement a relationship between customer satisfaction and loyalty can be established. It can determine the influence of key parameters on the number of users of services. The parameters of customer satisfaction and loyalty are numerous and depend on the network (network quality of services parameters, the client (the perception, expectations, beliefs, etc., employees (implementation of activities, technological developments, organizational structure, etc. This paper aims to show the way to identify key indicators and their weighted factors that affect customer satisfaction. This paper intends to emphasize relationship between quality of services, customer perception and loyalty and to present a model for examining the key parameters that significantly influence customer satisfaction and how these parameters influence customer loyalty.

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...

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...

ASD Customer Satisfaction Survey

Data.gov (United States)

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

CUSTOMER EQUITY:MAKING MARKETING STRATEGY FINANCIALLY ACCOUNTABLE

Institute of Scientific and Technical Information of China (English)

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

2004-01-01

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

The impact of the logistics management in customer satisfaction

Directory of Open Access Journals (Sweden)

Ghoumrassi Amine

2017-07-01

Full Text Available Logistics management is one of nowadays tools to face economic challenges; it’s a mix of business and core activities of the organization. The supply and distribution activities integrated together form what’s known as logistics activities. The logistics activities within a business organization attempt to satisfy customers through achieving the time and location related market challenges and also through the cost of the service provided as well as the quality, taking into consideration customers needs and purchase power. Customer satisfaction is important because it provides marketers and business owners with a metric that they can use to manage and improve their businesses. Customer satisfaction is also a way to determinate the continuity of the business or of a product life by measuring the loyalty of the customers. If the customers are happy and satisfied, it will ensure the continuity of sales which means the continuity of the business. In the past customer satisfaction was more focused on requirements such as quality and reliability reducing costs of poor quality. In mid 50’s the production costs were continuously increasing, The way to maintain the company’s position within a changing market and increase profit starts by focusing on the service provided to the customer and on decreasing the cost, logistics activities became the backbone of these organizations that target the customer satisfaction while achieving competitive advantage. This study aims to show the impact of the logistics management on customer satisfaction in small and mid-sized Algerian industrial companies, by interviewing the companies managers and everybody in charge of the logistic process, the interview questions will be based on some literature review issues.

Customization and Upgrade of ERP systems

DEFF Research Database (Denmark)

Dittrich, Yvonne; Vaucouleur, Sebastien

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

The study of the relationship between value creation and customer loyalty with the role of trust moderation and customer satisfaction in Sari hospitals.

Science.gov (United States)

Rahmani, Zienolabedin; Ranjbar, Mansour; Gara, Ali Asgar Nadi; Gorji, Mohammad Ali Heidari

2017-06-01

Healthcare providers are competitive, owing to heightened customers' awareness and expectations of health care services. The aim of this study was to determine the relationship between customer value creation and loyalty with mediator trust and customer satisfaction. This is a cross sectional survey study. Participants were 196 patients referred to private hospitals in Sari city, Iran from May to June 2014 which were selected by convenience sampling method. Data were collected using questionnaires. Data were analyzed using the structural equation modeling software Smart PLS. The results revealed a relationship between customer value creation and customer loyalty in a Sari city private hospital, and customer satisfaction and trust, mediate the relationship between customer value creation and customer loyalty. The results also revealed significant positive relationship between customer satisfaction and trust (p=0.000 r=0.585). customer satisfaction and trust mediate the relationship between customer value creation and customer loyalty.

Customer satisfaction's metrics in service organizations

DEFF Research Database (Denmark)

Pantouvakis, A.; Krystallis, Athanasios

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

The Role of Customer Engagement in Innovation Adoption

Science.gov (United States)

2012-12-01

CUSTOMER ENGAGEMENT IN INNOVATION ADOPTION THESIS Presented to the Faculty Department of Systems and Engineering Management Graduate... customer and the solution provider should improve this knowledge transfer. It is, however, exceedingly difficult to measure this relationship , or the...to the problem-solution process. This research specifically investigated (1) the relationship between the level of interaction with the customer

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 Study of Relationship among Experiential Marketing, Service Quality, Customer Satisfaction, and Customer Loyalty

OpenAIRE

Puti Ara Zena; Aswin Dewanto Hadisumarto

2012-01-01

Experiential marketing is one of the marketing approaches that gives a great framework to combine experience and entertainment elements into a product or service. Some of businesses in Indonesia have already used this approach and one of them is Strawberry Cafe which provides many kinds of free board games for the customer. The purpose of this research is to understand the impact of experiential marketing used by Strawberry Cafe related to customer satisfaction and loyalty. The data were coll...

Localisation challenges in usability and customer relationship management of e-commerce environments

OpenAIRE

Minocha, Shailey; Hall, Pat; Dawson, Liisa

2004-01-01

With growing competition in the global E-Market place, the focus of E-Businesses is moving from customer acquisition to customer retention. Towards this, E-Businesses, in addition to providing a usable site, are integrating Customer-relationship Management (CRM) strategies into the design and usability of E-Commerce environments. These CRM strategies include personalisation, providing consistent customer service across different communication channels of the E-Business, meeting customers' exp...

An Empirical Analysis to Design Enhanced Customer Lifetime Value Based on Customer Loyalty: Evidences from Iranian Banking Sector

Directory of Open Access Journals (Sweden)

Mohammad Safari Kahreh

2012-07-01

Full Text Available The more a marketing paradigm evolves, the more long-term relationship with customers gains its importance. Also, the move towards a customer-centred approach to marketing, coupled with the increasing availability of customer transaction data, has led to an interest in understanding and estimating customer lifetime value (CLV. There are several researches about the CLV formulas and calculating relations. But the effect of the CLV on the other departments of the organization and especially the effect of the CLV on the key parameters for organization’s profitability such as customer loyalty and satisfaction had little attention. This research is about these shortcomings and covers another essential element for organizational sustainable profitability, customer loyalty. The main purpose of this research is to demonstrate the effect of customer loyalty on the customer lifetime value. For this purpose one of the biggest parts of service sector in Iran is selected and the data from this sector are gathered and analyzed. Banking sector is the biggest body of Iranian service sector of economy. By means of a valid questionnaire, data were gathered from banking sector and after analyzing the hypotheses, results show that the high customer loyalty strongly affects on the enhanced customer lifetime value. In the final section of this paper, both applied and theoretical recommendations will be provided.

Sharpen customer service skills with PCRAFT Pursuit.

Science.gov (United States)

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

2003-01-01

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

77 FR 74201 - Customs Brokers User Fee Payment for 2013

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2012-12-13

... DEPARTMENT OF HOMELAND SECURITY U.S. Customs and Border Protection Customs Brokers User Fee...: General notice. SUMMARY: This document provides notice to customs brokers that the annual fee of $138 that... of the 2013 Customs Broker User Fee is due February 15, 2013. FOR FURTHER INFORMATION CONTACT: Craig...

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...

QUALITY AWARDS: AN IMAGE OF BUSINESS EXCELLENCE

Directory of Open Access Journals (Sweden)

Ilies Liviu

2015-07-01

Full Text Available Across the world, increasingly more governmental organizations and industrial are doing everything possible to promote quality and to survive, the basic principle remains customer satisfaction and even more than that, it speaks of the principle of customer delight. In this sense, quality has become the source of sustained competitive advantage that provides organizations the supremacy of the global markets characterized by competition which becoming more and more intensified. Juran, one of the highest quality gurus say that “just as the twentieth century was the century of productivity, the twenty-first century will be the quality century” which is a very relevant and comprehensive statement of the economic reality of the past and a profound forecast for future business of the twenty-first century. In this regard, in order to achieve this competitive advantage, quality must be managed and this is accomplished through Total Quality Management (TQM. Quality awards models are instruments of total quality management through which quality can be assessed and improved, thus, knowing the quality awards models is critical for findings the new ways to improve the quality and performance of the organizations. The present paper aims to illustrate the best practices on quality improvement in this respect we intend to present the general framework of the quality awards for business excellence. In this sense we present the most important international quality awards, namely: "Malcolm Baldrige National Quality Award", "European Quality Award" and “Romanian Quality Award J. M. Juran". For this purpose we used as main sources of analyzing the structure and the operation mode of these three important quality awards, Juran's work (which is probably the most important work in the field of quality and other relevant sources in total quality management which treats issues related to quality awards and also we used as sources of updated information the official

Using social media data to understand mobile customer experience and behavior

OpenAIRE

Hsu, Wenling; Jacobsen, Guy; Jin, Yu; Skudlark, Ann

2011-01-01

Understanding mobile customer experience and behavior is an important task for cellular service providers to improve the satisfaction of their customers. To that end, cellular service providers regularly measure the properties of their mobile network, such as signal strength, dropped calls, call blockage, and radio interface failures (RIFs). In addition to these passive measurements collected within the network, understanding customer sentiment from direct customer feedback is also an importa...

ANTESEDEN CUSTOMER SATISFACTION DAN DAMPAKNYA PADA PURCHASE INTENTION

Directory of Open Access Journals (Sweden)

Jonathan Banjarnahor

2018-02-01

Full Text Available This research analyzed the effects of service quality and customer experience to customer satisfaction and its impact on purchase intention of costumer internet services in West Jakarta. This research used hypothesis testing as a research design. The primary data were obtained through questionnaire distributed to 180 respondents who should be users of internet services from Telkomsel, Telkomsel Grapari West Jakarta. Data was anlyzed by Structural Equation Method (SEM. The results showed there were positives service qualities and customer experience effects to customer satisfaction. There were positive customer satisfaction effects to purchase intention. There were positive effects of service quality and customer experience to purchase intention. Implications for managers are to increase purchase intention through fulfilled customer satisfaction led from good service quality and customer experience. For reasearch, it can be done in other service providers and by adding extra variables, such as coporate image and brand trust.

The Study of Relationship among Experiential Marketing, Service Quality, Customer Satisfaction, and Customer Loyalty

Directory of Open Access Journals (Sweden)

Puti Ara Zena

2012-06-01

Full Text Available Experiential marketing is one of the marketing approaches that gives a great framework to combine experience and entertainment elements into a product or service. Some of businesses in Indonesia have already used this approach and one of them is Strawberry Cafe which provides many kinds of free board games for the customer. The purpose of this research is to understand the impact of experiential marketing used by Strawberry Cafe related to customer satisfaction and loyalty. The data were collected from 142 respondents but after screening, only 80 that met the requirements and could be analyzed. Structural Equation Modeling (SEM using LISREL software was used to analyze the data. This research found that itexperiential marketing used by Strawberry Cafe can affect customer loyalty.

CUSTOMER EXPERIENCE AND RETAIL BANKING TRENDS

Directory of Open Access Journals (Sweden)

PAUL OVIDIU HANDRO

2017-11-01

Full Text Available The concept of customer experience refers to the impact of all the interactions that the customer may have with a bank, taking into account the multitude of touchpoints by which he activates. Customer experience includes every element related to the promises made through branding, advertising, offers, products and services, but the most important is how they are delivered: easiness in using the services or products, promptness and efficiency in dealing with customers before and after purchase. [1] - [11] In the context of an environment influenced to a great extent by the evolution of technologies, but also by the accelerated dynamics regarding legislation (Payment Directive II, Directive 2014/92/EU and competition, a traditional commercial bank must be extremely careful and competent to build and plan the present and future experiences offered to customers. Given the complexity of the structure of a traditional bank, an essential point in the performance strategy must be the improvement of the Customer experienced experience in dealing with the bank. The positive experience becomes defining both for customer loyality and to attract new customers. The segregation of responsibilities and at the same time harmonization of flows between the various structures of traditional banks (front-office- FO; middle-office-MO; back-office-BO becomes the main challenge of the moment in order to provide the customer with the much desired positive experience. Affected at the global and European level by the dynamics of legislative changes, as well as by the business models that rely on the outsourcing of some positions, the back-office and middle office do not enjoy the same rhythm of evolution and support found in the front office, resulting in incoherent customer experiences and, at the same time, preventing the industry's capacity to attract, retain and delight the customers. In order to improve the level of customer experience, the banks must focus more on

Mass Customization Services

DEFF Research Database (Denmark)

Friedrich, Gerhard

Topics of the IMCM’08 & PETO’08 and this book are: Mass customization in service, mass customizing financial services, mass customization in supply networks, implementation issues in logistics, product life cycle and mass customization. The research field of mass customization is more than 15 years...

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.

76 FR 65741 - Customs Brokers User Fee Payment for 2012

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2011-10-24

... DEPARTMENT OF HOMELAND SECURITY Customs and Border Protection Customs Brokers User Fee Payment for.... SUMMARY: This document provides notice to customs brokers that the annual fee of $138 that is assessed for... 2012 in accordance with the Tax Reform Act of 1986. DATES: Payment of the 2012 Customs Broker User Fee...

Customer experience

OpenAIRE

Koperdáková, Zuzana

2016-01-01

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

Magnet status as a competitive strategy of hospital organizations: marketing a culture of excellence in nursing services.

Science.gov (United States)

Tropello, Paula Grace Dunn

2003-01-01

With issues of patient safety, the nursing shortage, and managed care fiscal constraints, hospital organizations can strategically capture market share, while insuring best care practices, if they adopt the "Magnet Status" accreditation model. This quality indicator signifies to the consumer a culture of excellence in nursing services and fulfills the priority of customer satisfaction as a marketing strategy objective.

Customer satisfaction and customer loyalty as predictors of future business potential

DEFF Research Database (Denmark)

Eskildsen, Jacob Kjær; Kristensen, Kai

2008-01-01

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

Customer Relationship Management

OpenAIRE

Abdillah, Leon

2018-01-01

Contents: 1) Introduction, 2) Basic Concept of CRM, 3) The Customer Service/Sales Profile, 4) Customer Relationship, 5) Planning and implementing CRM projects, 6) Developing, managing and using customer-related databases, 7) Managing and Sharing Customer Data, 8) Tools for Capturing Customer Information, 9) E-Commerce: Customer Relationships on the Internet, 10) Information Technology for CRM, 11) Sales-force automation, 12) Marketing automation, 13) Service automation, 14) Presentations, 15)...

The Three-Dimensional Approach of Total Quality Management, an Essential Strategic Option for Business Excellence

Directory of Open Access Journals (Sweden)

Armenia Androniceanu

2017-02-01

Full Text Available In a complex and dynamic business environment, managers widely appeal to modern methods and techniques that would help them cope with the competition and offer their customers new, attractive, good quality products and services and at competitive prices. In this context, total quality management is a viable and sustainable option that can systematically contribute to the consolidation of the capacity of organizations. The aim of this paper was to put forth a three-dimensional approach of total quality management and provide some concrete action ways through which organizations in Romania that implement total or partial quality management integrated systems would produce significant competitive advantages. The main research methods used were: the questionnaire, document analysis, applications offered by Word and Excel and the Statistical Package for Social Sciences, one of the most complete software packages with which we calculated means and standard deviations and determined and analysed correlations between variables and various quality parameters. In this research, have been identified the main key success factors, the vulnerabilities and weaknesses of the systems, their causes and the necessary changes through which the threedimensional approach of total quality management could become a preferred strategic option with a major positive impact upon business excellence. The most important results obtained are a three-dimensional approach of the Total Quality Management and a substantial number of certain proposals for the Romanian firms in order to achieve business excellence.

Analisa Customer Value dan Customer Experience terhadap Customer Loyalty dengan Customer Satisfaction sebagai Variabel Intervening (Studi pada Waroeng Spesial Sambal Cabang Purwokerto)

OpenAIRE

Ariningsih, Kuswanti; Muji Rahayu, Tri Septin

2015-01-01

This research was based on the comptitive business condition in restaurant business that was getting more competitive, therefore the corporates had to make a new marketing strategy to stay and achieve he higher market. This research aimed to test the effect of customer value and customer experience toward customer loyalty with customer satisfaction as intervening variable. The data were gained by questionnaire method to the 110 respondent of waroeng spesial sambal cabang purwok...

What is a free customer worth? Armchair calculations of nonpaying customers' value can lead to flawed strategies.

Science.gov (United States)

Gupta, Sunil; Mela, Carl F

2008-11-01

Free customers who are subsidized by paying customers are essential to a vast array of businesses, such as media companies, employment services, and even IT providers. But because they generate revenue only indirectly, figuring out the true value of those customers--and how much attention to devote them--has always been a challenge. Traditional customer-valuation models don't help; they focus exclusively on paying customers and largely ignore network effects, or how customers help draw other customers to a business. Now a new model, devised by professors Gupta, of Harvard Business School, and Mela, of Fuqua School of Business, takes into account not only direct network effects (where buyers attract more buyers or sellers more sellers) but also indirect network effects (where buyers attract more sellers or vice versa) . The model calculates the precise long-term impact of each additional free customer on a company's profits, factoring in the degree to which he or she brings in other customers--whether free or paying--and the ripple effect of those customers. The model helped an online auction house make several critical decisions. The business made its money on fees charged to sellers but recognized that its free customers--its buyers--were valuable, too. As competition heated up, the company worried that it wasn't wooing enough buyers. Using the model, the business discovered that the network effects of buyers were indeed large and that those customers were worth over $1,000 each--much more than had been assumed. Armed with that information, the firm increased its research on buyers, invested more in targeting them with ads, and improved their experience. The model also helped the company identify the effects of various pricing strategies on sellers, showing that they became less price-sensitive over time. As a result, the company raised the fees it charged them as well.

When customers exhibit verbal aggression, employees pay cognitive costs.

Science.gov (United States)

Rafaeli, Anat; Erez, Amir; Ravid, Shy; Derfler-Rozin, Rellie; Treister, Dorit Efrat; Scheyer, Ravit

2012-09-01

In 4 experimental studies, we show that customer verbal aggression impaired the cognitive performance of the targets of this aggression. In Study 1, customers' verbal aggression reduced recall of customers' requests. Study 2 extended these findings by showing that customer verbal aggression impaired recognition memory and working memory among employees of a cellular communication provider. In Study 3, the ability to take another's perspective attenuated the negative effects of customer verbal aggression on participants' cognitive performance. Study 4 linked customer verbal aggression to quality of task performance, showing a particularly negative influence of aggressive requests delivered by high-status customers. Together, these studies suggest that the effects of even minor aggression from customers can strongly affect the immediate cognitive performance of customer service employees and reduce their task performance. The implications for research on aggression and for the practice of customer service are discussed.

Smart Grid: Smart Customer Policy Needs

Energy Technology Data Exchange (ETDEWEB)

NONE

2011-07-01

In September 2010, the International Energy Agency (IEA) held a workshop on the regulatory, market and consumer policies necessary to ensure that smart grids are deployed with adequate consideration of their risks and benefits to all stakeholders. This was one of several workshops that brought together energy providers, network operators, technology developers, regulators, customers and government policy makers to discuss smart grid technology and policy. The Smart Grid - Smart Customer Policies workshop allowed stakeholders to: gain a perspective on key issues and barriers facing early deployment of smart grids; hear expert opinion on regulatory, consumer and market challenges to smart grids; discuss smart grid-smart customer policy priorities; and build consensus on the technology and policy ingredients needed for customer-friendly smart grid deployments. Drawing on workshop discussions, the following paper lays out a logical framework to maximise the benefits and minimise the risks that smart grids pose for customers. The paper also describes key policy research questions that will guide future IEA research on this topic.

The Effects of Customer Voice on Hotel Performance

DEFF Research Database (Denmark)

Assaf, A. George; Josiassen, Alexander; Cvelbar, Ljubica Knežević

2015-01-01

This paper investigates the effects of two critical customer voice variables on hotel performance. Specifically, the research provides a customer equity model in which the influences of both customer satisfaction and complaints are considered. The impact of the customer voice variables on hotel...... performance is investigated while considering the potential for moderating effects by hotel size and star rating. We use a more robust approach to measure firm performance than is traditionally used in satisfaction-performance studies. Finally the paper reports on the results of these investigations...

Customer Satisfaction with the Loyalty Programs in Retail

Directory of Open Access Journals (Sweden)

Kraljević Radojka

2017-12-01

Full Text Available The loyalty programs are often part of a comprehensive strategy for customer relationship and provide a good way to identify and maintain customers with greater value than others. The main objective of this paper is to show the role of loyalty programs affecting customer satisfaction in retail. The purpose of the empirical research was to discover the effects of loyalty programs on customer satisfaction. Research has shown (N= 53 that the loyalty program is not the determinating factor. All other examined factors such as product range, price, locationof the store and customers relationship proved to be the more relevant for consumer satisfaction.

When Does Salespeople’s Customer Orientation Lead to Customer Loyalty? : The Differential Effects of Relational and Functional Customer Orientation

OpenAIRE

Homburg, Christian; Müller, Michael; Klarmann, Martin

2010-01-01

Is a customer orientation universally effective for salespeople? Or does its effectiveness depend on the selling situation? While previous research has largely neglected this question, this study investigates contextual influences on the link between customer-oriented behaviors and customer loyalty. To do so, it takes a role theory perspective on salesperson customer orientation by distinguishing functional customer orientation and relational customer orientation. It then investigates which t...

The study of the relationship between value creation and customer loyalty with the role of trust moderation and customer satisfaction in Sari hospitals

Science.gov (United States)

Rahmani, Zienolabedin; Ranjbar, Mansour; Gara, Ali Asgar Nadi; gorji, Mohammad Ali Heidari

2017-01-01

Background Healthcare providers are competitive, owing to heightened customers’ awareness and expectations of health care services. Objective The aim of this study was to determine the relationship between customer value creation and loyalty with mediator trust and customer satisfaction. Methods This is a cross sectional survey study. Participants were 196 patients referred to private hospitals in Sari city, Iran from May to June 2014 which were selected by convenience sampling method. Data were collected using questionnaires. Data were analyzed using the structural equation modeling software Smart PLS. Results The results revealed a relationship between customer value creation and customer loyalty in a Sari city private hospital, and customer satisfaction and trust, mediate the relationship between customer value creation and customer loyalty. The results also revealed significant positive relationship between customer satisfaction and trust (p=0.000 r=0.585). Conclusion customer satisfaction and trust mediate the relationship between customer value creation and customer loyalty. PMID:28848619

To Customize or Not to Customize? Exploring Science Teacher Customization in an Online Lesson Portal

Science.gov (United States)

Littenberg-Tobias, Joshua; Beheshti, Elham; Staudt, Carolyn

2016-01-01

New technologies are increasingly giving science teachers the ability to access and customize science lessons. However, there is substantial debate in the literature about whether and under what conditions teacher customization benefit student learning. In this study, we examined teacher customization of inquiry-based science lessons from an…

Pengaruh Customer Experience Quality Terhadap Customer Satisfaction & Customer Loyalty Di Kafe Excelso Tunjungan Plaza Surabaya: Perspektif B2C

OpenAIRE

Senjaya, Vivie

2013-01-01

This study discusses about the quality of the customer experience, which is thought to affect customer satisfaction at Cafe Excelso Tunjungan Plaza Surabaya. In this study, the variable of the customer experience quality is measured through the dimensions of accessibility, competence, customer recognition, helpfulness, personalization, problem solving, promise fulfillment, and value for time. Each of these dimensions will be partially tested how it affects customer satisfaction and customer l...

A Financial Data Mining Model for Extracting Customer Behavior

Directory of Open Access Journals (Sweden)

Mark K.Y. Mak

2011-08-01

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

Analisa Pengaruh Customer Experience Terhadap Customer Loyalty Dengan Customer Engagement Dan Customer Trust Sebagai Variabel Intervening Di the Body Shop

OpenAIRE

Felita, Christina Irene

2015-01-01

Perkembangan bisnis ritel saat ini berkembang sangat pesat. Sebagai Perusahaan ritel yang bergerak di bidang beauty & personal care, The Body Shop harus memiliki keunggulan bersaing agar dapat menang dalam persaingan yang ketat. Salah satu strategi untuk menciptakan keunggulan bersaing adalah dengan memberikan customer experience yang tepat dan memuaskan sehingga dapat memanjakan mereka sebagai customer dan membuat mereka menjadi customer yang loyal. Penelitian ini dilakukan untuk mengan...

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.

Creating Customer Delight.

Science.gov (United States)

Black, Jim

1995-01-01

This article proposes that college admissions officers interested in improving service should focus on creating customer delight rather than simply satisfaction, studying the system when things go wrong rather than placing blame, establishing employee well-being as the highest priority of the organization, providing necessary tools and training…

A Tutorial on the Use of Excel 2010 and Excel for Mac 2011 for Conducting Delay-Discounting Analyses

Science.gov (United States)

Reed, Derek D.; Kaplan, Brent A.; Brewer, Adam T.

2012-01-01

In recent years, researchers and practitioners in the behavioral sciences have profited from a growing literature on delay discounting. The purpose of this article is to provide readers with a brief tutorial on how to use Microsoft Office Excel 2010 and Excel for Mac 2011 to analyze discounting data to yield parameters for both the hyperbolic…

Tourism guide cloud service quality: What actually delights customers?

Science.gov (United States)

Lin, Shu-Ping; Yang, Chen-Lung; Pi, Han-Chung; Ho, Thao-Minh

2016-01-01

The emergence of advanced IT and cloud services has beneficially supported the information-intensive tourism industry, simultaneously caused extreme competitions in attracting customers through building efficient service platforms. On response, numerous nations have implemented cloud platforms to provide value-added sightseeing information and personal intelligent service experiences. Despite these efforts, customers' actual perspectives have yet been sufficiently understood. To bridge the gap, this study attempts to investigate what aspects of tourism cloud services actually delight customers' satisfaction and loyalty. 336 valid survey questionnaire answers were analyzed using structural equation modeling method. The results prove positive impacts of function quality, enjoyment, multiple visual aids, and information quality on customers' satisfaction as well as of enjoyment and satisfaction on use loyalty. The findings hope to provide helpful references of customer use behaviors for enhancing cloud service quality in order to achieve better organizational competitiveness.

CUSTOMER RELATIONSHIP MANAGEMENT: CONCEPT AND IMPORTANCE FOR BANKING SECTOR

Directory of Open Access Journals (Sweden)

Marko Laketa

2015-12-01

Full Text Available Customer Relationship Management concept is tendency of banking sector to establish and maintain long-term relationships with customers in order to provide value for customers and banks. This concept allows bank to identify, segment, communicate and build long-term relationships with customers on individual basis. In today's business environment, banks have aim to identify customers and to adjust offer to meet customer`s needs, in order to maximize profits. Using modern technologies, Customer Relationship Management is becoming a method to maintain existing structure and development of high quality customer base. It involves development of marketing strategy through a better understanding of the entire customer base, understanding needs and attitudes of customers, as well as more efficient consideration of profitability and added value that each customer have for the bank. The aim of research, presented in this paper, is to assess to benefits of introducing Customer Relationship Management concept in banking sector, by defining strategies, adjustment of organizational structure, culture and internal processes with help of modern technology. The paper presents methods of measuring success of Customer Relationship Management concept and problems which banks have when implementing a new business philosophy.

Everything Counts 52 Remarkable Ways to Inspire Excellence and Drive Results

CERN Document Server

Blair, Gary Ryan

2009-01-01

Everything Counts! is an execution strategy for inspiring excellence and driving exceptional results.Too many people and organizations are mired in a mediocrity of their own making. They focus their attention and efforts on getting the big things right, but they ignore the little things that often make a big difference. As a result, reputations are damaged, brands diluted, and loyalty is lost by blatant disregard for the small stuff which negatively impacts the customer experience. For years, we've been taught not to sweat the small stuff, but in the real world of business, Everything Counts.E

Service Quality in Hotel Industry - Customer Satisfaction

OpenAIRE

Fučíková, Martina

2009-01-01

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

Customer care a training manual for library staff

CERN Document Server

Gannon-Leary, Pat

2010-01-01

Customer Care provides a detailed course suitable for delivery to library staff at all levels. It can be used as a stand-alone reference work for customer care processes and procedures or, alternatively, it can be used by library staff to tailor a customer care course to suit the requirements and training needs of their own staff.Dual use - reference work and/or training manualPotential as a text bookApplicable to a wider context than LIS - could be used for a whole HEI institutional approach to customer care or in local authorities/public services

A literature analysis of Walmart’s supply chain excellence in term of integration, distribution and operations

OpenAIRE

Jawad, Stevan

2017-01-01

This literature-based qualitative case study examines the world’s leading retailing company Walmart to investigate whether Walmart possesses supply chain excellence in terms of integration, distribution and operations and yet saves costs. Supply Chain Management efficiency is essential for most businesses and crucial to customer satisfaction and company success. The literature studied involves retail industry supply chain activities and certain retail supply chain transformation elements ...

Customer retention through supplier-organization-customer relationship management

OpenAIRE

Žvirelienė, Renata; Bučiūnienė, Ilona; Škudienė, Vida; Sakalas, Algimantas

2009-01-01

The research objective was to assess the relationship marketing outputs' (internal relationship, relationship with customer, relationship with supplier) interrelationship and their relationship with customers' retention. The internal and external relationship dimensions of commitment, satisfaction, trust, communication, cooperation and empathy were used to measure supplier-organization-customer relationship strength. The survey was conducted in cargo vehicles trading industry companies in Lit...

Using Microsoft Excel to Generate Usage Statistics

Science.gov (United States)

Spellman, Rosemary

2011-01-01

At the Libraries Service Center, statistics are generated on a monthly, quarterly, and yearly basis by using four Microsoft Excel workbooks. These statistics provide information about what materials are being requested and by whom. They also give details about why certain requests may not have been filled. Utilizing Excel allows for a shallower…

Customer Engagement as a New Perspective in Customer Management

NARCIS (Netherlands)

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

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

[Patients as customers? The term "customer" in the perception of medical students at the end of their university training].

Science.gov (United States)

Zimmermann, L; Körner, M; Geppert, E; Siegel, A; Stöbel, U; Bengel, J

2012-01-01

acceptance of the customer approach was found in classical service settings such as pharmacies, the lowest level in emergency medical aid. According to medical students, a consumer orientation has been realised in different health service areas in correspondingly different degrees: On top of the list are plastic surgery clinics, followed by private health insurances and homeopathic clinics. A minority of medical students predict the implementation of consumer orientation in the emergency medical aid. Future physicians consider their relationship to patients largely as a relationship between a healing person and a person seeking help rather than a relationship between a service provider and a customer.Considering recent developments in the organisation of medical services and health services in general, it becomes increasingly important to know what kind of 'service behaviour' patients expect from their doctors and other health providers. Obviously, it is not self-evident for medical students to perceive their future patients as customers and to act as customer-oriented 'service providers'. In view of this, the faculties of medicine at universities - which provide professional training to students of medicine - should be aware of the challenge to 'socialise' their students so that they can keep up with patients' expectations. © Georg Thieme Verlag KG Stuttgart · New York.

Perancangan E-Customer Relationship Management Pada Pt Starsindo Logistics

Directory of Open Access Journals (Sweden)

Nelly Nelly

2010-12-01

Full Text Available Starsindo Logistics Inc. (SL is a company in freight forwarding service. The problem in this company is less information provided to customers, especially about customer order status information. It is started from the departure of the EMKL truck until the standard time of customer container entering freight process. Therefore, it is needed to use the customer service application electronic-Customer Relationship Management (e-CRM, because it will ease to manage and control information flow about the customer order status. The research method is following rules in object oriented analysis and design by Mathiassen. Through website, public is hoped to easily access the company information or ship schedule, order list, tracking order status, or transaction history. This web-based customer service application could help the company to build a good relationship with customers. 

A customer service journey.

Science.gov (United States)

VanDecandelaere, Traci

2012-01-01

Converting security team members from simple rule enforcers to superior customer service providers required changes in leadership attitudes, rules, training, and other security traditions, but it has paid off in staff performance and recognition, according to the author.

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.

Study on Customer Satisfaction with Facilities Management Services in Lithuania

Science.gov (United States)

Lepkova, Natalija; Žūkaitė-Jefimovienė, Giedrė

2012-12-01

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

LOGISTICS CUSTOMER SERVICE ON THE EXAPLE OF LOGISTIC’S OPERATOR

Directory of Open Access Journals (Sweden)

Joanna WALASEK

2014-03-01

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

Investigating Customers' Experiences with Their Financial Services Customer Education Programs as It Impacts Customer Loyalty to the Financial Firm

Science.gov (United States)

Islam, Kaliym A.

2017-01-01

The problem addressed in this study was that customer education programs are intended to strengthen customer loyalty; however, research on the effects of customer education on customer loyalty remains insufficient. This phenomenological study investigated how the lived experiences of customers' participating in financial services' customer…

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.

Customer Satisfaction and Customer Loyalty as Predictors of Future Business Potential

DEFF Research Database (Denmark)

Eskildsen, Jacob Kjær; Kristensen, Kai

2007-01-01

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

A Customer Service Approach to Advising: Theory and Application.

Science.gov (United States)

Spicuzza, Frank J.

1992-01-01

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

Managing customer knowledge

OpenAIRE

2013-01-01

M. Phil. (Information Management) Customer relationship management has been exposed as a strategic failure, unveiling only customer dissatisfaction. A new method for managing customers is consequently required. The effect of the knowledge economy has brought about a change in global orientation, in the focus on customer wants and needs to increase satisfaction. There was then a shift in focus from information to knowledge. In such an economy, the customer knowledge management strategy, as ...

Transforming Multidisciplinary Customer Requirements to Product Design Specifications

Science.gov (United States)

Ma, Xiao-Jie; Ding, Guo-Fu; Qin, Sheng-Feng; Li, Rong; Yan, Kai-Yin; Xiao, Shou-Ne; Yang, Guang-Wu

2017-09-01

With the increasing of complexity of complex mechatronic products, it is necessary to involve multidisciplinary design teams, thus, the traditional customer requirements modeling for a single discipline team becomes difficult to be applied in a multidisciplinary team and project since team members with various disciplinary backgrounds may have different interpretations of the customers' requirements. A new synthesized multidisciplinary customer requirements modeling method is provided for obtaining and describing the common understanding of customer requirements (CRs) and more importantly transferring them into a detailed and accurate product design specifications (PDS) to interact with different team members effectively. A case study of designing a high speed train verifies the rationality and feasibility of the proposed multidisciplinary requirement modeling method for complex mechatronic product development. This proposed research offersthe instruction to realize the customer-driven personalized customization of complex mechatronic product.

Smart Automation, Customer Experience and Customer Engagement in Electric Vehicles

Directory of Open Access Journals (Sweden)

Asad Ullah

2018-04-01

Full Text Available A major challenge to cleaner and more sustainable transportation is the lack of adoptability of electric vehicles (EVs by customers. Therefore, most of the vehicles we see on the road use fossil fuel instead of sustainable green energy sources. One way to improve customer acceptance is to market EVs as a socially desirable product, rather than only environmentally friendly. The silver lining to promote is the potential of information and communications technology (ICT features in EVs, which can lead to a deeper connection between the EVs and their users. These engaging technologies can bring customers closer to the company, resulting in generating big data, which can lead to even deeper insights into customer preferences. Because the technology of vehicle connectivity and automation is just taking off, it is important to understand how these technologies in EVs can enhance customer experiences and result in sustainable customer engagement. Unfortunately, this important research area remains neglected. This research, therefore, is focused on building a conceptual framework for understanding the influence of electric vehicle (EV automation and connectivity on customer experience, and ultimately, customer engagement.

Customer Service Analysis : Case: Sky Club Department of Yeti Airlines, Nepal

OpenAIRE

Chiluwal, Debendra

2014-01-01

In recent year, competition in business field is significantly growing and an organization cannot focus only on price but also they have to focus on customer service and satisfaction level. The objective of this thesis is to find out the level of customer service experience and satisfaction and provide suggestions for the future development. Customer service and customer satisfaction are relates to each other. Therefore, good customer service can get high level of customer satisfaction. A hig...

—The Stock Market's Pricing of Customer Satisfaction

OpenAIRE

Christopher Ittner; David Larcker; Daniel Taylor

2009-01-01

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

An analytical approach to customer requirement information processing

Science.gov (United States)

Zhou, Zude; Xiao, Zheng; Liu, Quan; Ai, Qingsong

2013-11-01

'Customer requirements' (CRs) management is a key component of customer relationship management (CRM). By processing customer-focused information, CRs management plays an important role in enterprise systems (ESs). Although two main CRs analysis methods, quality function deployment (QFD) and Kano model, have been applied to many fields by many enterprises in the past several decades, the limitations such as complex processes and operations make them unsuitable for online businesses among small- and medium-sized enterprises (SMEs). Currently, most SMEs do not have the resources to implement QFD or Kano model. In this article, we propose a method named customer requirement information (CRI), which provides a simpler and easier way for SMEs to run CRs analysis. The proposed method analyses CRs from the perspective of information and applies mathematical methods to the analysis process. A detailed description of CRI's acquisition, classification and processing is provided.

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.

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…

3D shape optimization of fan vanes for multiple operating regimes subject to efficiency and noise-related excellence criteria and constraints

Directory of Open Access Journals (Sweden)

Ivo Marinić-Kragić

2016-01-01

Full Text Available Fully generic 3D shapes of centrifugal roof fan vanes are explored based on a custom-developed numerical workflow with the ability to vary the vane 3D shape by manipulating the control points of parametric surfaces and change the number of vanes and rotation speed. An excellence formulation is based on design flow efficiency, multi-regime operational conditions and noise criteria for various cases, including multi-objective optimization. Multiple cases of optimization demonstrate the suitability of customized and individualized fan designs for specific working environments according to the selected excellence criteria. Noise analysis is considered as an additional decision-making tool for cases where multiple solutions of equal efficiency are generated and as an additional criteria for multi-objective optimization. The 3D vane shape enables further gains in efficiency compared to 2D shape optimization, while multi-objective optimization with noise as an additional criterion shows potential to greatly reduce the roof fan noise with only small losses in efficiency. The developed workflow which comprises (i a 3D parametric shape modeler, (ii an evolutionary optimizer and (iii a computational fluid dynamics (CFD simulator can be viewed as an integral tool for optimizing the designs of roof fans under custom conditions.

17 CFR 248.5 - Annual privacy notice to customers required.

Science.gov (United States)

2010-04-01

... customers required. 248.5 Section 248.5 Commodity and Securities Exchanges SECURITIES AND EXCHANGE... Safeguarding Personal Information Privacy and Opt Out Notices § 248.5 Annual privacy notice to customers required. (a)(1) General rule. You must provide a clear and conspicuous notice to customers that accurately...

17 CFR 160.5 - Annual privacy notice to customers required.

Science.gov (United States)

2010-04-01

... customers required. 160.5 Section 160.5 Commodity and Securities Exchanges COMMODITY FUTURES TRADING... notice to customers required. (a)(1) General rule. You must provide a clear and conspicuous notice to customers that accurately reflects your privacy policies and practices not less than annually during the...

78 FR 77140 - Customs Brokers User Fee Payment for 2014

Science.gov (United States)

2013-12-20

... DEPARTMENT OF HOMELAND SECURITY U.S. Customs and Border Protection Customs Brokers User Fee...: General notice. SUMMARY: This document provides notice to customs brokers that the annual fee of $138 that is assessed for each permit held by a broker, whether it may be an individual, partnership...

The customs issues of the European Union and Serbia: The customs base

Directory of Open Access Journals (Sweden)

Vranješ Mile

2012-01-01

Full Text Available Regulation (EC No 450/2008 of the European Parliament and of the Council of 23 April 2008 laying down the Community Customs Code (Modernized Customs Code, Council Regulation (EEC No 2913/92 of 12 October 1992 establishing the Community Customs Code, The Customs Law of Serbia of 26 March 2010 in a very detailed and extensive way regulate customs base. These legal documents envisage the methods of determination of customs value: the primary ones, which are based on the transaction value, but also the secondary ones, which are based on other methods for determination of customs value of goods. The customs services of the EU Member States have on their disposal six methods for determination of customs value of goods. Those methods in the mentioned acts of the EU and Serbia are transposed from the Article VII of the General Agreement on Tariffs and Trade 1994 and Agreement on Implementation of Article VII of the General Agreement on Tariffs and Trade 1994. The fact that mentioned acts of the EU and Serbia request that the customs value of goods must be clearly and precisely determined, that means to be determined in the same way, is understandable because the customs base is one of the most significant elements of customs. There are many reasons for that: in a certain way, the customs base is in relation with all other elements of customs structure; from the procedure in which the customs base is determined, that means from its universality depends the amount of income which will the EU and Serbia, on that ground, collect to finance public expenditure predicted in the budget; and most of the customs on the imported goods in the EU is determined ad valorem.

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...

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

Directory of Open Access Journals (Sweden)

Putri Hijir

2016-08-01

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

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...

Benefitting from virtual customer environments: An empirical study of customer engagement

NARCIS (Netherlands)

Verhagen, T.; Swen, E; Feldberg, J.F.M.; Merikivi, J.

2015-01-01

Customer engagement has been labeled as a prerequisite for the success of virtual customer environments. A key challenge for organizations serving their customers via these environments is how to stimulate customer engagement. This study is among the first to shed light on this issue by examining

Excel 2013 simplified

CERN Document Server

McFedries, Paul

2013-01-01

A friendly, visual approach to learning the basics of Excel 2013 As the world's leading spreadsheet program, Excel is a spreadsheet and data analysis tool that is part of the Microsoft Office suite. The new Excel 2013 includes new features and functionalities that require users of older versions to re-learn the application. However, whether you're switching from an earlier version or learning Excel for the first time, this easy-to-follow visual guide gets you going with Excel 2013 quickly and easily. Numbered steps as well as full-color screen shots, concise information, and helpfu

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...

Satisfaction as a Determinant of Customer Loyalty Towards Mobile Communication

Directory of Open Access Journals (Sweden)

Boban Melovic

2014-01-01

Full Text Available Modern business, characterized by growing user expectations and intense competitive relationships requires companies to survey customer satisfaction in a continuous manner. Customer satisfaction increases loyalty, fosters repurchase intention, enhances positive reaction and reduces the number of complaints. Customer satisfaction survey on regular basis is one of the prerequisites for creating adequate offer that meets customers’ expectations and ensures their long-term loyalty. Namely, loyalty as a long-term preference for the company’s products and services assumes customer who is willing and able to maintain interact with the brand offered by the company. Essentially, brand loyalty implies that the customer, based on the information and his beliefs, prefers the brand that is superior to the others. The main objective of this paper is to examine the level of customer satisfaction with specific aspects of services provided by mobile operators in the Montenegrin mobile communications market. Customer satisfaction with specific aspects of services available in the mobile communications market in Montenegro has been surveyed in 2013. This survey covered 788 respondents, and their levels of satisfaction have been examined using the survey method along with the statistical analysis of a number of variables. The first part of questionnaire consisted of questions aimed at collecting data on demographic characteristics of respondents, i.e. users of services of mobile operators, while the second part consisted of questions related to the basic research subject, i.e. the levels of customer satisfaction with the mobile communications services provided by mobile operators in Montenegro.The presented research method and recommendations provided in relation to the process of surveying customer satisfaction in terms of methodology may be important also for mobile operators operating beyond the Montenegrin market, enabling them to raise the quality of their

Teaching excellence in nursing education: a caring framework.

Science.gov (United States)

Sawatzky, Jo-Ann V; Enns, Carol L; Ashcroft, Terri J; Davis, Penny L; Harder, B Nicole

2009-01-01

Nursing education plays a central role in the ability to practice effectively. It follows that an optimally educated nursing workforce begets optimal patient care. A framework for excellence in nursing education could guide the development of novice educators, establish the basis for evaluating teaching excellence, and provide the impetus for research in this area. However, a review of the social sciences and nursing literature as well as a search for existing models for teaching excellence revealed an apparent dearth of evidence specific to excellence in nursing education. Therefore, we developed the Caring Framework for Excellence in Nursing Education. This framework evolved from a review of the generic constructs that exemplify teaching excellence: excellence in teaching practice, teaching scholarship, and teaching leadership. Nursing is grounded in the ethic of caring. Hence, caring establishes the foundation for this uniquely nursing framework. Because a teaching philosophy is intimately intertwined with one's nursing philosophy and the ethic of caring, it is also fundamental to the caring framework. Ideally, this framework will contribute to excellence in nursing education and as a consequence excellence in nursing practice and optimal patient care.

The interaction between digital marketing communication and customer loyalty

OpenAIRE

Merisavo, Marko

2008-01-01

Digital channels and information technology are changing the way that companies communicate and maintain relationships with their customers. The Internet, email, mobile phones, digital TV, and other evolving channels offer opportunities for frequent, costeffective, personalized, and interactive communication between the company and their customers. In addition to traditional offers and persuasion, customers can be provided with relational communication like newsletters, usage tips, maintenanc...

Centre of Excellence For Simulation Education and Innovation (CESEI).

Science.gov (United States)

Qayumi, A Karim

2010-01-01

Simulation is becoming an integral part of medical education. The American College of Surgeons (ACS) was the first organization to recognize the value of simulation-based learning, and to award accreditation for educational institutions that aim to provide simulation as part of the experiential learning opportunity. Centre of Excellence for Simulation Education and Innovation (CESEI) is a multidisciplinary and interprofessional educational facility that is based at the University of British Columbia (UBC) and Vancouver Costal Health Authority (VCH). Centre of Excellence for Simulation Education and Innovation's goal is to provide excellence in education, research, and healthcare delivery by providing a technologically advanced environment and learning opportunity using simulation for various groups of learners including undergraduate, postgraduate, nursing, and allied health professionals. This article is an attempt to describe the infrastructure, services, and uniqueness of the Centre of Excellence for Simulation Education and Innovation. Copyright 2010 Association of Program Directors in Surgery. Published by Elsevier Inc. All rights reserved.

Use of customized polyetheretherketone (PEEK) implants in the reconstruction of complex maxillofacial defects.

Science.gov (United States)

Kim, Michael M; Boahene, Kofi D O; Byrne, Patrick J

2009-01-01

Extensive maxillofacial defects resulting from trauma or oncologic resection present reconstructive challenges. Various autografts and alloplastic materials in conjunction with standard soft-tissue techniques have been used in the reconstruction of these types of defects. Polyetheretherketone (PEEK) is a semicrystalline polyaromatic linear polymer exhibiting an excellent combination of strength, stiffness, durability, and environmental resistance. Recent investigations of PEEK as a biomaterial resulted in the successful treatment of cervical disk disease. We describe a series of 4 patients whose defects were reconstructed using customized PEEK implants. All had excellent postoperative aesthetic and functional results without complications such as infections or extrusions. Because PEEK implants are customizable, easily workable, inert, and nonporous, they represent an ideal alloplastic material for maxillofacial reconstruction.

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...

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

CSI Index Of Customer's Satisfaction Applied In The Area Of Public Transport

Science.gov (United States)

Poliaková, Adela

2015-06-01

In Western countries, the new visions are applied in quality control for an integrated public transport system. Public transport puts the customer at the centre of our decision making in achieving customer satisfaction with provided service. Sustainable surveys are kept among customers. A lot of companies are collecting huge databases containing over 30,000 voices of customers, which demonstrates the current satisfaction levels across the public transport service. Customer satisfaction with a provided service is a difficult task. In this service, the quality criteria are not clearly defined, and it is therefore difficult to define customer satisfaction. The paper introduces a possibility of CSI index application in conditions of the Slovak Republic transport area.

76 FR 1626 - Customs Brokers User Fee Payment for 2011

Science.gov (United States)

2011-01-11

... DEPARTMENT OF HOMELAND SECURITY U.S. Customs and Border Protection Customs Brokers User Fee... notice. SUMMARY: This document provides notice to customs brokers that the annual fee of $138 that is assessed for each permit held by a broker, whether it may be an individual, partnership, association, or...

Negative Correlation Learning for Customer Churn Prediction: A Comparison Study

OpenAIRE

Rodan, Ali; Fayyoumi, Ayham; Faris, Hossam; Alsakran, Jamal; Al-Kadi, Omar

2015-01-01

Recently, telecommunication companies have been paying more attention toward the problem of identification of customer churn behavior. In business, it is well known for service providers that attracting new customers is much more expensive than retaining existing ones. Therefore, adopting accurate models that are able to predict customer churn can effectively help in customer retention campaigns and maximizing the profit. In this paper we will utilize an ensemble of Multilayer perceptrons ...

How to Reduce Customer Struggles in Online Shopping in China

OpenAIRE

Wang, Fan

2012-01-01

This paper attempts to provide efficient approaches on reducing customer struggles in online shopping. It appears that online retailing in China needs more improvements based on the customer-centred perspective. Customer struggles relate to physical and psychological flounders, such as unqualified products, unsatisfied services, loss of money and information leakage. Factors that affect customer struggles online include price, diversity of products, quality of items, quality of services, and ...

Improving Customer Satisfaction in an R and D Environment

Science.gov (United States)

Alexander, Anita; Liou, Y. H. Andrew

1998-01-01

Satisfying customer needs is critical to the sustained competitive advantage of service suppliers. It is therefore important to understand the types of customer needs which, if fulfilled or exceeded, add value and contribute to overall customer satisfaction. This study identifies the needs of various research and development (R&D) customers who contract for engineering and design support services. The Quality Function Deployment (QFD) process was used to organize and translate each customer need into performance measures that, if implemented, can improve customer satisfaction. This study also provides specific performance measures that will more accurately guide the efforts of the engineering supplier. These organizations can either implement the QFD methodology presented herein or extract a few performance measures that are specific to the quality dimensions in need of improvement. Listening to 'what' customers talk about is a good first start.

Customer Segmentation by Factors Influencing Brand Loyalty and Customer Involvement

OpenAIRE

Tereza Vebrová; Kateřina Venclová; Stanislav Rojík

2016-01-01

Brand loyalty and customer involvement are two important concepts that help explain and understand a significant part of consumer shopping behavior. The aim of the present work is to identify factors influencing brand loyalty and customer involvement. A further aim is to consider subsequent segmentation of customers with respect to different degrees of brand loyalty and customer involvement. The research was focused on the field of Czech telecommunication services – mobile operators. Primary ...

Quality and customer satisfaction: A case study in Brazil

Science.gov (United States)

Barcellos, Paulo Fernando Pinto

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

How Healthcare Can Refocus on Its Super-Customers (Patients, n =1) and Customers (Doctors and Nurses) by Leveraging Lessons from Amazon, Uber, and Watson.

Science.gov (United States)

Kolker, Evelyne; Özdemir, Vural; Kolker, Eugene

2016-06-01

Healthcare is transforming with data-intensive omics technologies and Big Data. The "revolution" has already happened in technology, but the bottlenecks have shifted to the social domain: Who can be empowered by Big Data? Who are the users and customers? In this review and innovation field analysis, we introduce the idea of a "super-customer" versus "customer" and relate both to 21st century healthcare. A "super-customer" in healthcare is the patient, sample size of n = 1, while "customers" are the providers of healthcare (e.g., doctors and nurses). The super-customers have been patients, enabled by unprecedented social practices, such as the ability to track one's physical activities, personal genomics, patient advocacy for greater autonomy, and self-governance, to name but a few. In contrast, the originally intended customers-providers, doctors, and nurses-have relatively lagged behind. With patients as super-customers, there are valuable lessons to be learned from industry examples, such as Amazon and Uber. To offer superior quality service, healthcare organizations have to refocus on the needs, pains, and aspirations of their super-customers by enabling the customers. We propose a strategic solution to this end: the PPT-DAM (People-Process-Technology empowered by Data, Analytics, and Metrics) approach. When applied together with the classic Experiment-Execute-Evaluate iterative methodology, we suggest PPT-DAM is an extremely powerful approach to deliver quality health services to super-customers and customers. As an example, we describe the PPT-DAM implementation by the Benchmarking Improvement Program at the Seattle Children's Hospital. Finally, we forecast that cognitive systems in general and IBM Watson in particular, if properly implemented, can bring transformative and sustainable capabilities in healthcare far beyond the current ones.

Customer brand engagement on online social media platforms

DEFF Research Database (Denmark)

Chrysochou, Polymeros; Malciute, Justina

delivers a thorough investigation of the concept and proposes a conceptual model of customer brand engagement on online social media platforms. The study suggests that customer brand relationship related factors will influence the level of customer engagement, which in turn will affect the levels......The aim of this paper is to contribute to the knowledge of a newly emerged concept of customer engagement with brands in the context of online social media platforms. Drawing on the overview of currently available academic literature and the results of a quantitative consumer study, the paper...... of behavioral loyalty and intention to recommend the brand. Hence, this paper is an important contribution to the academic marketing literature in the field of customer engagement, which also provides useful managerial insights for marketing practitioners....

OpinionSeer: interactive visualization of hotel customer feedback.

Science.gov (United States)

Wu, Yingcai; Wei, Furu; Liu, Shixia; Au, Norman; Cui, Weiwei; Zhou, Hong; Qu, Huamin

2010-01-01

The rapid development of Web technology has resulted in an increasing number of hotel customers sharing their opinions on the hotel services. Effective visual analysis of online customer opinions is needed, as it has a significant impact on building a successful business. In this paper, we present OpinionSeer, an interactive visualization system that could visually analyze a large collection of online hotel customer reviews. The system is built on a new visualization-centric opinion mining technique that considers uncertainty for faithfully modeling and analyzing customer opinions. A new visual representation is developed to convey customer opinions by augmenting well-established scatterplots and radial visualization. To provide multiple-level exploration, we introduce subjective logic to handle and organize subjective opinions with degrees of uncertainty. Several case studies illustrate the effectiveness and usefulness of OpinionSeer on analyzing relationships among multiple data dimensions and comparing opinions of different groups. Aside from data on hotel customer feedback, OpinionSeer could also be applied to visually analyze customer opinions on other products or services.

More customers embrace Dell standards-based computing for even the most demanding applications-Growing demand among HPCC customers for Dell in Europe

CERN Multimedia

2003-01-01

Dell Computers has signed agreements with several high-profile customers in Europe to provide high performance computing cluster (HPCC) solutions. One customer is a consortium of 4 universities involved in research at the Collider Detector Facility at Fermilab (1 page).

Web Mining of Hotel Customer Survey Data

Directory of Open Access Journals (Sweden)

Richard S. Segall

2008-12-01

Full Text Available This paper provides an extensive literature review and list of references on the background of web mining as applied specifically to hotel customer survey data. This research applies the techniques of web mining to actual text of written comments for hotel customers using Megaputer PolyAnalyst®. Web mining functionalities utilized include those such as clustering, link analysis, key word and phrase extraction, taxonomy, and dimension matrices. This paper provides screen shots of the web mining applications using Megaputer PolyAnalyst®. Conclusions and future directions of the research are presented.

Customer Segmentation by Factors Influencing Brand Loyalty and Customer Involvement

Directory of Open Access Journals (Sweden)

Tereza Vebrová

2016-01-01

Full Text Available Brand loyalty and customer involvement are two important concepts that help explain and understand a significant part of consumer shopping behavior. The aim of the present work is to identify factors influencing brand loyalty and customer involvement. A further aim is to consider subsequent segmentation of customers with respect to different degrees of brand loyalty and customer involvement. The research was focused on the field of Czech telecommunication services – mobile operators. Primary data were acquired through the method of questionnaire survey. In total, the questionnaire was completed by 340 respondents, of which 319 respondents owned their mobile phones for private purposes only. For more accurate interpretation of the identified factors the Exploratory Factor Analysis method was used. Four factors of brand loyalty were extracted, which account for 75 % of the variability of the original parameters: (1 Cognitive affective loyalty, (2 Trustworthiness, (3 Attitudinal loyalty and (4 Commitment and three factors of customer involvement were found to account for 71 % variability of the original parameters: (1 Social involvement, (2 Centrality, (3 Importance. High loyalty customers mostly have only one SIM card and 73 % of them use a tariff. In a further group of highly involved customers own from 80 % only one SIM card. This study forms part of a research programme investigating the influence of customer involvement on brand loyalty.

Talking about Customer Service.

Science.gov (United States)

Talley, Mary; Axelroth, Joan

2001-01-01

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

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

Science.gov (United States)

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

2012-09-01

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

Excellence in the knowledge-based economy: from scientific to research excellence

DEFF Research Database (Denmark)

Sørensen, Mads P.; Bloch, Carter Walter; Young, Mitchell

2016-01-01

In 2013, the European Union (EU) unveiled its new ‘Composite Indicator for Scientific and Technological Research Excellence’. This is not an isolated occurrence; policy-based interest in excellence is growing all over the world. The heightened focus on excellence and, in particular, attempts...... to define it through quantitative indicators can have important implications for research policy and for the conduct of research itself. This paper examines how the EU's understanding of excellence has evolved in recent years, from the presentation of the Lisbon strategy in 2000 to the current Europe 2020...... strategy. We find a distinct shift in the understanding of excellence and how success in the knowledge-based economy should be achieved: in the early period, excellence is a fuzzy concept, intrinsically embedded in research and researchers and revealed by peer review. In the later period, excellence...

Customer Satisfaction and Loyalty: A Case Study from the Banking Sector

Directory of Open Access Journals (Sweden)

Rahman, Md. Hasebur

2013-12-01

Full Text Available Delivering superior service quality to customers in today’s business environment is very crucial and important due the stiff competition in the local and international markets. The ability to provide high service quality will strengthen the image, enhance retention of customers, attracting new potential customers through customer satisfaction and loyalty. This study investigates the customer satisfaction and loyalty relationship in terms of basic service, advanced service employed by Jamuna Bank Limited and customer perceptions regarding cost and prestige of receiving banking service of the concerned bank. The study reveals that there is a significant relationship observed among advanced service, cost & prestige and customer satisfaction. There is an insignificant relationship observed between basic service and customer satisfaction and finally a positive significant relationship observed between customer satisfaction and customer loyalty relationship.

Customer satisfaction and competencies

DEFF Research Database (Denmark)

Gritti, Paola; Foss, Nicolai Juul

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

Classification of Internet banking customers using data mining algorithms

Directory of Open Access Journals (Sweden)

Reza Radfar

2014-03-01

Full Text Available Classifying customers using data mining algorithms, enables banks to keep old customers loyality while attracting new ones. Using decision tree as a data mining technique, we can optimize customer classification provided that the appropriate decision tree is selected. In this article we have presented an appropriate model to classify customers who use internet banking service. The model is developed based on CRISP-DM standard and we have used real data of Sina bank’s Internet bank. In compare to other decision trees, ours is based on both optimization and accuracy factors that recognizes new potential internet banking customers using a three level classification, which is low/medium and high. This is a practical, documentary-based research. Mining customer rules enables managers to make policies based on found out patterns in order to have a better perception of what customers really desire.

List of DOE radioisotope customers with summary of radioisotope shipments, FY 1986

International Nuclear Information System (INIS)

Lamar, D.A.

1988-01-01

Data were collected and compiled on radioisotopes produced and sold by Department of Energy (DOE) facilities, and on services rendered by DOE facilities. Compiled data were published and distributed in the document list of DOE Radioisotope Customers with Summary of Radioisotope Shipments, FY 1986, PNL-6361, October 1987. The DOE facilities that supplied information for the compilation were Argonne National Laboratory, Brookhaven National Laboratory, Hanford Engineering Development Laboratory, Idaho National Engineering Laboratory, Los Alamos National Laboratory, Oak Ridge National Laboratory, Pacific Northwest Laboratory, Savannah River Plant, and UNC Nuclear Industries, Inc. (Hanford). The data provided were reported in several different ways: (1) a list of radioisotopes and services provided by each facility; (2) a list of radioisotope customers, the supplying DOE facility, and the radioisotope or service provided to each customer; and (3) a list of the quantity and value of each radioisotope or service sold by each DOE facility. The sales information covered foreign customers, domestic private customers, and domestic DOE customers

Customized products and cloud service information system development research

Directory of Open Access Journals (Sweden)

Hung Chien-Wen

2017-01-01

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

Customer Equity von KMUs

NARCIS (Netherlands)

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

2003-01-01

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

PENGARUH SYSTEMIC FAIRNESS DARI LAYANAN INTERNET BANKING TERHADAP CUSTOMER SATISFACTION DENGAN CUSTOMER TRUST DAN CUSTOMER PERCEIVED VALUE SEBAGAI VARIABEL INTERVENING

OpenAIRE

Reza Putra Pratama

2014-01-01

The background of this research is to investigate and analyze the effect of systematic fairness from internet banking services to customer satisfaction with customer trust and customer perceived value as intervening variable. The objective of this research findings in internet banking, fairness that includes distributive fairness, procedural fairness and informational fairness is positively related to customer satisfaction. Trust is identified as the key mediator of fairness to customer sa...

SERVICE QUALITY AND CUSTOMER LOYALTY IN PEACEKEEPING MISSIONS

Directory of Open Access Journals (Sweden)

Azman Ismail

2016-03-01

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

Neuromarketing: Understanding Customers' Subconscious Responses to Marketing

Directory of Open Access Journals (Sweden)

Jussi Numminen

2012-12-01

Full Text Available This article presents neuromarketing as a way to detect brain activation during customer engagement. Neuromarketing is a field of marketing research that studies consumers' sensorimotor, cognitive, and affective response to marketing stimuli. We established a Virtual Customer Journey model based on the consultative selling process to study customer engagement by using brain scans. Consultative selling suggests that a customer’s shopping experience is managed by the salesperson’s behaviour and in-store marketing assets, and that the customer gets engaged step by step. A total of 16 test subjects were shown video clips and still pictures from a consultative sales process at Nokia’s flagship stores, and their brain activity was scanned. The results show that test subjects were able to associate themselves with people and events on the video and they felt safe and comfortable during the consultative selling process. The study implies that laboratories can build virtual environments that resemble real shopping environments where customers can participate in the buying process and respond to events displayed on the screen, and that neuroimaging is useful in providing valuable information on customer behaviour that is not achievable otherwise.

Improving Internal Customer Service

Science.gov (United States)

1990-09-01

34Companies are recognizing that treating customers and associates like people has a very high value" (21:20). 2 Customer service has become more that... customer service is also a strategy with the focus towards people , not product (24:1). Customers are demanding quality service for several reasons...34 (39:45). External Customers . External customers are an organization’s ultimate consumers . They purchase the end product or service an organization

Three-dimensional body scanning system for apparel mass-customization

Science.gov (United States)

Xu, Bugao; Huang, Yaxiong; Yu, Weiping; Chen, Tong

2002-07-01

Mass customization is a new manufacturing trend in which mass-market products (e.g., apparel) are quickly modified one at a time based on customers' needs. It is an effective competing strategy for maximizing customers' satisfaction and minimizing inventory costs. An automatic body measurement system is essential for apparel mass customization. This paper introduces the development of a body scanning system, body size extraction methods, and body modeling algorithms. The scanning system utilizes the multiline triangulation technique to rapidly acquire surface data on a body, and provides accurate body measurements, many of which are not available with conventional methods. Cubic B-spline curves are used to connect and smooth body curves. From the scanned data, a body form can be constructed using linear Coons surfaces. The body form can be used as a digital model of the body for 3-D garment design and for virtual try-on of a designed garment. This scanning system and its application software enable apparel manufacturers to provide custom design services to consumers seeking personal-fit garments.

Investigating the Relationship between Corporate Reputation and Customer Behavioral Intentions through Roles of Customer Trust, Customer Commitment and Customer Recognition (Case Study: Iran Insurance Company in Iran, Isfahan City)

OpenAIRE

Fariddeddin Allameh Haery; Hassan Ghorbani; Bahram Zamani

2014-01-01

Current study entitled "Investigating therelationship between corporate reputation and customer behavioral intentions through roles of customer trust, customer commitment and customer recognition" investigates the role of corporate reputation in purchase intention and tendency to pay premiums regarding variables such as trust, commitment and recognition of customers of Iran Insurance Company in Iran, Isfahan city. In this study regarding the proposed model there is a main hypothesis (which in...

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

Directory of Open Access Journals (Sweden)

Zubair

2017-02-01

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

12 CFR Appendix F to Part 360 - Customer File Structure

Science.gov (United States)

2010-01-01

... 12 Banks and Banking 4 2010-01-01 2010-01-01 false Customer File Structure F Appendix F to Part... POLICY RESOLUTION AND RECEIVERSHIP RULES Pt. 360, App. F Appendix F to Part 360—Customer File Structure This is the structure of the data file to provide to the FDIC information related to each customer who...

A Review Of CEM: Customer Engagement as Innovation Co-Creator

Directory of Open Access Journals (Sweden)

Elidjen Elidjen

2013-12-01

Full Text Available Competition is very tight causing companies looking for a competitive edge, both in the product packaging and in maintaining good relations with their customers. The management of good relationship is commonly referred to Customer Relationship Management (CRM. In general, CRM is focused on how to market something to customers and obtain value from them by using information technology. However, it ignores customers’ insight that can provide added value to the company's profits. That is what causes the need for Customer Experience Management (CEM to handle the experience of customers to improve value for customers so that customers become loyal. More useful definition of CEM is handling customer interactions to build brand equity and increase the long-term profitability. The five-element approach known as SMART (strategy, metrics; alignment, redesign and technology has a positive impact for the company. In the end customers can actualize themselves, through a company's brand and products.

CUSTOMER INTERACTION ON DIGITAL ECONOMY: A CASE STUDY

Directory of Open Access Journals (Sweden)

Mateus Tavares da Silva Cozer

2007-10-01

Full Text Available On a digital economy context, customer interaction is fundamental to any company to provide competitive advantage. This research intends to give concrete answers for the sea of information complexity which is the Internet. The main case is to build a model of digital customer interaction. Customization extends beyond targeted media to include the design and delivery of the product itself. Venkatraman (1998 defines dynamic customization based on three principles: modularity, intelligence and organization. The research is based on Interaction Model and its variables are: Products, Modularity, Artificial Intelligence, Market driven organization, and virtual communities. Two organizations were studied, one with physical product and another with virtual product, and the results were shown from a qualitative research.

Excel 2010 bible

CERN Document Server

Walkenbach, John

2010-01-01

A comprehensive reference to the newest version of the world's most popular spreadsheet application: Excel 2010 John Walkenbach's name is synonymous with excellence in computer books that decipher complex technical topics. Known as ""Mr. Spreadsheet,"" Walkenbach shows you how to maximize the power of all the new features of Excel 2010. An authoritative reference, this perennial bestseller proves itself indispensable no matter your level of skill, from Excel beginners and intermediate users to power users and potential power users everywhere. Fully updated for the new release, this

Advanced engineering tools for design and fabrication of a custom nasal prosthesis

Science.gov (United States)

Oliveira, Inês; Leal, Nuno; Silva, Pedro; da Costa Ferreira, A.; Neto, Rui J.; Lino, F. Jorge; Reis, Ana

2012-09-01

Unexpected external defects resulting from neoplasms, burns, congenital malformations, trauma or other diseases, particularly when involving partial or total loss of an external organ, can be emotionally devastating. These defects can be restored with prosthesis, obtained by different techniques, materials and methods. The increase of patient numbers and cost constraints lead to the need of exploring new techniques that can increase efficiency. The main goal of this project was to develop a full engineering-based manufacturing process to obtain soft-tissue prosthesis that could provide faster and less expensive options in the manufacturing of customized prosthesis, and at the same time being able to reproduce the highest degree of details, with the maximum comfort for the patient. Design/methodology/approach - This case report describes treatment using silicone prosthesis with an anatomic retention for an 80-years-old woman with a rhinectomy. The proposed methodology integrates non-contact structured light scanning, CT and reverse engineering with CAD/CAM and additive manufacturing technology. Findings - The proposed protocol showed encouraging results since reveals being a better solution for fabricating custom-made facial prostheses for asymmetrical organs than conventional approaches. The process allows the attainment of prosthesis with the minimum contact and discomfort for the patient, disclosing excellent results in terms of aesthetic, prosthesis retention and in terms of time and resources consumed.

ICPP custom dissolver explosion recovery

International Nuclear Information System (INIS)

Demmer, R.; Hawk, R.

1992-01-01

This paper discusses the recovery from the February 9, 1991, small scale explosion in a custom processing dissolver at the Idaho Chemical Processing Plant (ICPP) a Department of Energy facility at the Idaho National Engineering Laboratory. The custom processing facility is a limited production area designed to recover unirradiated uranium fuel. A small amount of the nuclear material received and stored at the ICPP is unique and incompatible with the major head end dissolution processes. Custom processing is a small scale dissolution facility for processing these materials in an economical fashion in the CPP-627 hot chemistry laboratory. Two glass dissolvers were contained in a large walk in hood area. Utilities for dissolution and connections to the major ICPP uranium separation facility were provided. The fuel processing operations during this campaign involved dissolving uranium metal, uranium oxides, and uranium/fissium alloy in nitric acid

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

NARCIS (Netherlands)

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

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

Customer satisfaction assessment at the Pacific Northwest National Laboratory; TOPICAL

International Nuclear Information System (INIS)

DN Anderson; ML Sours

2000-01-01

The Pacific Northwest National Laboratory (PNNL) is developing and implementing a customer satisfaction assessment program (CSAP) to assess the quality of research and development provided by the laboratory. This report presents the customer survey component of the PNNL CSAP. The customer survey questionnaire is composed of two major sections: Strategic Value and Project Performance. Both sections contain a set of questions that can be answered with a 5-point Likert scale response. The strategic value section consists of five questions that are designed to determine if a project directly contributes to critical future national needs. The project Performance section consists of nine questions designed to determine PNNL performance in meeting customer expectations. A statistical model for customer survey data is developed and this report discusses how to analyze the data with this model. The properties of the statistical model can be used to establish a gold standard or performance expectation for the laboratory, and then to assess progress. The gold standard is defined using laboratory management input-answers to four questions, in terms of the information obtained from the customer survey: (1) What should the average Strategic Value be for the laboratory project portfolio? (2) What Strategic Value interval should include most of the projects in the laboratory portfolio? (3) What should average Project Performance be for projects with a Strategic Value of about 2? (4) What should average Project Performance be for projects with a Strategic Value of about 4? To be able to provide meaningful answers to these questions, the PNNL customer survey will need to be fully implemented for several years, thus providing a link between management perceptions of laboratory performance and customer survey data

Micro-Enterprises’ Digital Marketing Tools for Building Customer Relationships

Directory of Open Access Journals (Sweden)

Tuulia Nikunen

2017-06-01

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

E-lifestyle, Customer Satisfaction and Loyalty among Mobile Subscribers in Thailand

OpenAIRE

Hassan, Siti Hasnah; Thurasamy, T. Ramayah; Loi, Wai Yee

2017-01-01

This paper aims at assessing the relationship between e-lifestyle, customer satisfaction, and loyalty among mobile service subscribers in Thailand. The results reveal that e-lifestyle has a substantial effect on customer satisfaction. Subsequently, customer satisfaction affects strongly on consumer loyalty towards telecommunication service providers. Moreover, customer satisfaction mediates the relationship between e-lifestyle and consumer loyalty. The study concludes that e-lifestyle has to ...

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

Directory of Open Access Journals (Sweden)

Miguna Astuti

2015-08-01

Full Text Available The primary problem leading to this study is the limited empirical knowledge on non-formal education SMBs or known more as courses in Indonesia and especially in Jakarta Province. This makes the adapted theories and their successful implementation difficult to developt. The paper implores three specific problems reputation of courses and the impact of customer value CV as well as customer relationship CR factors on it. The issued and endorsed General Agreement of Trade in Services GATS in 1995 followed by law No. 25 of 2005 issued by the government of Indonesia and the Presidential Degree No. 76 and 76 of 2007 established the non-formal education as one of the business fields open for investment without condition. Combined with the high population density in Jakarta and the 102.6 million people of school age population in Indonesia making courses as a very lucrative business and of high level competition. The specific goals and contributions of the research include 1 identifying customers perception on customer value of courses in Jakarta 2 identifying customers perception on customer relationship of courses in Jakarta 3 identifying customers perception on reputation of courses in Jakarta and 4 analyzing the effect of customer value and customer relationship on reputation of courses in Jakarta. The research methods used are explanatory and descriptive surveys using simple random sampling technique for pulling sample. The data collecting technique used are literature studies observations and questionnaires. The result of the collected data with the primary data source was received in form of number of sample of 135 respondents in this case were students of courses in Jakarta. The findings are 1 Customer value perceived as average by customer 2 Customer relationship perceived as average by customer while 3 Reputation perceived as above than average by customer 4 The path analysis showed that customer value and customer relationship together have

The Relationship Between Customer Satisfaction and Customer Loyalty in Online Environment

OpenAIRE

Leonata, Devi Rosana

2015-01-01

Many researches have already discussed about the relationship between customer satisfaction and customer loyalty. However, there is only few discussing about the relationship in online environment. Thus, this research is conducted to see whether there is significant relationship between customer satisfaction and customer loyalty in online environment as well as to know which best viewpoint that may describe the relationship. This research focuses on people who have done online transactions. ...

More than a device: today's medical technology companies provide value through service.

Science.gov (United States)

McCoy, Fred

2003-01-01

When physicians implant cardiac rhythm management devices, they establish a long-term relationship with those devices and with the manufacturers of those devices. The therapeutic value that each device will provide to its patient is enhanced throughout the life of the device by the services that the manufacturer provides. Services are provided prior to, during and long after implantation. Services include physician and allied health professional training, quality assurance programs, therapy outreach initiatives, on site technical support during device implantation and follow-up, technical service expertise and customer service support. The costs of these services are substantial. When assessed on a per device basis, the service costs may actually exceed the costs of manufacture. Further, the costs of these services are rising. Over the past five years, the number of implanted cardiac rhythm management devices has doubled. Industry field forces have tripled in size. Clearly, industry is dedicated to providing service as a critical element in achieving excellent patient outcomes.

Customer Retention & Customer Relationship Marketing: Strategi Pemasaran Yang Potensial

OpenAIRE

Aprilia, Ariesya

2004-01-01

The traditional marketing approach advocates the marketing mix principles and the quest for market share dominance through mass marketing techniques and a focus on new customer acquisition. This approach has guided managers for decades in planning in implementing their marketing strategies. But nowadays, traditional approach has been changed by customer retention. Customer retention, in the traditional marketing approach, is however seen as the 'end' rather than the means to delivering long-t...

customer satisfaction, customer relationship management, Fuzzy Delphi, system dynamics.

OpenAIRE

Habib A. Mirghafoori; Ali Morovati Sharifabadi; Ensiyeh Taki

2016-01-01

This paper investigates the factors which are affecting customers satisfaction of Mobarake steel complex . Since there is a wide rang of factors affecting customer satisfaction,this paper pays attention to those factors which have CRM approach. The investigation society of the research is the marketing experts of Moabarake steel complex who have direct relationship with customers.At first, the factors were identified by experts using Fuzzy Delphi method and then the relationship between facto...

Excellence in the Knowledge-Based Economy: From Scientific to Research Excellence

Science.gov (United States)

Sørensen, Mads P.; Bloch, Carter; Young, Mitchell

2016-01-01

In 2013, the European Union (EU) unveiled its new "Composite Indicator for Scientific and Technological Research Excellence." This is not an isolated occurrence; policy-based interest in excellence is growing all over the world. The heightened focus on excellence and, in particular, attempts to define it through quantitative indicators…

Customer requirements based ERP customization using AHP technique

NARCIS (Netherlands)

Parthasarathy, S.; Daneva, Maia

2014-01-01

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

Student perceptions of customer experience in a higher education environment

Directory of Open Access Journals (Sweden)

Albertus le Roux

2014-11-01

Research purpose: The main aim of the study was to measure students’ level of loyalty, advocacy intentions and perceptions of customer experience during service encounters with administrative staff of the North-West University. Motivation for the study: Positive experiences by students on-campus can increase their satisfaction levels which will lead to an increased propensity for further studies, develop a sense of loyalty and increase advocacy intentions to promote the university to others. Research approach, design and method: This quantitative research followed a descriptive research design. Self-administered questionnaires were handed out to 1295 students on the 3 campuses of the university. Main findings: Students on the Potchefstroom campus show much higher loyalty and advocacy intentions than their counterparts on the Vaal and Mafikeng campuses. Overall the findings indicate that the students have very positive perceptions of the professional appearance of staff members, and also think that their personal information is handled in a secure manner. Male and female students did not differ in their levels of customer experience. European language-speaking students reported a higher level of customer experience compared to their African language-speaking counterparts. The customer experience levels of students in the Potchefstroom Faculty of Health Sciences are higher than students in the Vaal Faculty of Humanities. Practical/managerial implications: It could be beneficial for the management of tertiary institutions to gain insight into the sources or factors that constitute positive experiences for students, for example convenient opening hours and ease of contacting staff by telephone. The training of newly appointed and existing staff could also be enhanced when they are sensitised regarding students’ perceptions of positive customer experiences. Contribution/value-add: The adoption of strategies by HEIs to attract and retain students and render excellent

Determinants of Customer Satisfaction and Loyalty in Vietnamese Life-Insurance Setting

Directory of Open Access Journals (Sweden)

Ha Thu Nguyen

2018-04-01

Full Text Available Sustainable services are often regarded as sustainable strategies and operations producing goods and services that satisfy customer needs and significantly improve social and environmental performance. To be sustainable, service providers must satisfy consumers’ needs or otherwise they will become redundant and economically irrelevant. This paper presents the results of an empirical study on the determinants of customer satisfaction and loyalty in life-insurance services in Vietnam based on a database collected through a questionnaire survey of 1476 customers during 2017. A path analysis technique is applied to test the proposed framework on the direct and indirect relationship between variables. The results of statistical analysis indicate that customer satisfaction in life-insurance services is significantly explained by such factors as corporate image, service quality and perceived value. Our findings suggest that a life-insurance service provider should focus on enhancing service quality and corporate image in order to obtain customer satisfaction that leads to customer loyalty.

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

OpenAIRE

Mohamad Dimyati,

2015-01-01

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

From connection to customer

International Nuclear Information System (INIS)

Milatz, H.; Soeters, R.

2001-01-01

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

Hedging customers.

Science.gov (United States)

Dhar, Ravi; Glazer, Rashi

2003-05-01

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

Assesment of customer relationship development

OpenAIRE

Dagmar Lesáková

2011-01-01

The focus of this paper is customer relationship marketing and its new trends. The particular goal of the presented research study was to identify and analyse the indicators of customer relationship development in human resources recruitment / leasing companies. Nine indicators have been explored: mission statement concerning customer commitment, customer attraction, customer commitment, development of customer value, understanding customer needs, goals for customer satisfaction, after sales ...

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

OpenAIRE

Rajagopal Subashini; Velmurugan Gopalasamy

2016-01-01

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

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.

Analisa Pengaruh Customer Experience Quality Terhadap Customer Satisfaction Di Hotel Bintang 3 Surabaya

OpenAIRE

Njoto, Mellisa Oktaviani; Tjahyadi, Nency Lifia; Aprillia, Adriana

2016-01-01

Customer experience quality merupakan penilaian yang dirasakan konsumen tentang keunggulan atau superioritas dari pengalaman yang didapatkan oleh konsumen. Dalam penelitian kali ini, peneliti menetapkan customer experience quality sebagai variabel yang mempengaruhi customer satisfaction. Customer experience quality memiliki 8 dimensi, yaitu helpfulness, value for time, customer recognition, promise fulfillment, problem solving, personalization, competence, dan accessibility. Penelitian ini be...

Effects of Customer Engagement Behavior

Directory of Open Access Journals (Sweden)

Katarzyna Żyminkowska

2017-04-01

Full Text Available Aim/purpose - Research addressing the customer engagement behavior (CEB has rapidly developed in the marketing discipline, contributing to the knowledge on network organization. However, insights into the specific outcomes of CEB remain largely nebulous. Few comprehensive conceptual frameworks of CEB effects exists in the literature to-date. The empirical verification of CEB outcomes, particularly at the firm level, is still missing. Design/methodology/approach - In this article we first provide an overview of the CEB conceptualizations and its effects. Next we develop the CEB firm-level performance outcomes framework. Finally we explore CEB process, forms and outcomes in Stanley Black & Decker, applying qualitative methodological approach (case research incl. participant observation. Findings - We propose the logically arranged CEB effects in the conceptual model integrated with marketing metrics which are related to the recent advances in customer equity and customer asset management. Research implications/limitations - In empirical research we focused on the CEB effects related to one type of customer behaviors, i.e. Stanley Black& Decker customers' involvement in the product development and innovation which is a limitation in obtain-ing the comprehensive empirical picture of all CEB forms and its outcomes. Further empirical research (incl. quantitative one is necessary to verify our conceptual model. Originality/value/contribution - Our model of firm-level performance effects of CEB extends existing proposals and contributes to the knowledge on effective CEB management process in network organizations.

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

Directory of Open Access Journals (Sweden)

Tanveer ASLAM

2015-05-01

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

Customization and Customer-Product Learning

DEFF Research Database (Denmark)

Jørgensen, Kaj Asbjørn

2011-01-01

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

The impact of development of customer online banking skills on customer adviser skills

OpenAIRE

Dubois, M.; Bobillier Chaumon, M.-E.; Retour, Didier

2011-01-01

International audience; The object of this article is the development of customer banking skills as a result of using online banking and its impact on the competence of customer advisers in face-to-face customer contacts. We focus on the use of software applications by customer advisers (CA) during customer contacts. The main results show that online banking enables customers to develop a range of banking skills. In order to deliver the service required by the context, advisers select the req...

Custom-Made Total Talonavicular Replacement in a Professional Rock Climber.

Science.gov (United States)

Giannini, Sandro; Cadossi, Matteo; Mazzotti, Antonio; Ramponi, Laura; Belvedere, Claudio; Leardini, Alberto

Professional athletes are often eager to resume sporting activities at preinjury levels. When facing the challenge of restoring joint function after a complex articular fracture, innovative solutions must be explored. We describe the results of what we believe to be the first custom-made talonavicular prosthesis implanted in a professional rock climber who had developed post-traumatic ankle and talonavicular arthritis as sequelae of a complex talar and navicular fracture. Using computed tomography scan reconstruction of the contralateral healthy ankle and direct metal laser sintering, a custom-made talonavicular prosthesis was obtained and implanted using an anteromedial approach. The patient was clinically and radiographically evaluated every 6 months after surgery for 30 months. A 3-dimensional videofluoroscopic analysis was performed to assess the range of motion about the prosthesis. At the last follow-up visit, the functional scores were excellent (Tegner activity scale score of 9 of 10), and he had completely resumed his sporting activity. The American Orthopaedic Foot and Ankle Society score had increased from 36 to 81 points, and no signs of radiolucency were observed on the radiographs. The 3-dimensional videofluoroscopic analysis showed 15° of dorsiflexion and 4° of plantar flexion at the ankle. A customized solution is an option when the patient's expectations are not likely to be met by standard treatment, such as arthrodesis. A custom-made talonavicular prosthesis can be an effective solution for complex ankle injury sequelae in patients demanding high functionality. Copyright © 2015 American College of Foot and Ankle Surgeons. Published by Elsevier Inc. All rights reserved.

12 CFR 225.118 - Computer services for customers of subsidiary banks.

Science.gov (United States)

2010-01-01

... 12 Banks and Banking 3 2010-01-01 2010-01-01 false Computer services for customers of subsidiary...) Regulations Financial Holding Companies Interpretations § 225.118 Computer services for customers of... status if it should provide data processing services for customers of the subsidiary banks. (b) The Board...

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.

Developing the health, safety and environment excellence instrument.

Science.gov (United States)

Mohammadfam, Iraj; Saraji, Gebraeil Nasl; Kianfar, Ali; Mahmoudi, Shahram

2013-01-07

Quality and efficiency are important issues in management systems. To increase quality, to reach best results, to move towards the continuous improvement of system and also to make the internal and external customers satisfied, it is necessary to consider the system performance measurement. In this study the Health, Safety and Environment Excellence Instrument was represented as a performance measurement tool for a wide range of health, safety and environment management systems. In this article the development of the instrument overall structure, its parts, and its test results in three organizations are presented. According to the results, the scores ranking was the managership organization, the manufacturing company and the powerhouse construction project, respectively. The results of the instrument test in three organizations show that, on the whole, the instrument has the ability to measure the performance of health, safety and environment management systems in a wide range of organizations.

AMR: Serving the needs of distributors and customers

Energy Technology Data Exchange (ETDEWEB)

Simard, C. [Hydro-Quebec, Metering and Meter-Reading Division, Montreal, PQ (Canada)

2002-10-01

To keep pace with emerging competition in the North-American energy industry, Hydro-Quebec restructured its activities into four separate divisions. Hydro-Quebec TransEnergie, established in 1977, is the division responsible for energy transmission, whereas Hydro-Quebec Distribution, established in 2001, looks after distribution services. They and the two sister divisions (Hydro-Quebec Production and Hydro-Quebec Equipement) serve 2.8 million residential, institutional and industrial customers, scattered across 587,500 square kilometres. The restructuring provided the opportunity to adapt to new market realities. Automated Meter Reading (AMR) ties in directly with the new business-oriented approach the utility has adopted in the late 1990s. In addition to solving meter accessibility problems and reducing operating costs, automated meter reading provides customers with the opportunity to benefit from new services designed to meet specific needs. To date new services made possible by automated meter reading include customized reading date selection, aggregated billing, consumption tracking and load management. AMR not only translates into greater flexibility and added value for the customer. It also provides greater reliability, accuracy and better system management. In short, AMR paves the way for the optimization of the power supply, new consumption management capabilities, rate options, real-time billing and enhanced fraud detection.

Customer Relationship Management through Mobile Technologies: Exploratory Study on Indian Youth

OpenAIRE

Arpita Khare; Sapna Rakesh

2012-01-01

Companies are increasingly using technology to target their customers and build relationship with them. Customer relationship management is perceived as a strategy which harnesses technology for providing more value to customers through customized products and services. However, technology now extends beyond the peripheries of Internet to mobile-based systems. The research was directed towards understanding the viability and scope of mobile marketing strategies in India. The acceptance of mob...

Emotion Analysis of Telephone Complaints from Customer Based on Affective Computing

OpenAIRE

Gong, Shuangping; Dai, Yonghui; Ji, Jun; Wang, Jinzhao; Sun, Hai

2015-01-01

Customer complaint has been the important feedback for modern enterprises to improve their product and service quality as well as the customer's loyalty. As one of the commonly used manners in customer complaint, telephone communication carries rich emotional information of speeches, which provides valuable resources for perceiving the customer's satisfaction and studying the complaint handling skills. This paper studies the characteristics of telephone complaint speeches and proposes an anal...

ASPIRE-to-Excellence Academy

Directory of Open Access Journals (Sweden)

Simon Drees

2016-07-01

Full Text Available The ASPIRE-to-Excellence Academy was recently founded at the 2015 Association for Medical Education in Europe (AMEE conference in Glasgow. The academy is new pillar of the ASPIRE-to-Excellence initiative by AMEE, which aims at promoting and encouraging medical schools in achieving excellence in the categories of assessment, student engagement, social accountability or faculty development. The Academy panel consists of the members of the ASPIRE Board and representatives from schools which have been recognised with an ASPIRE-to-excellence award in one or more of the categories. Major goal of the ASPIRE-to-Excellence Academy is to foster collaboration between excellent medical schools and to allow them to exchange experiences and Best Practices. The Academy members are organising workshops and symposia at international conferences to inform medical schools about the ASPIRE-to-Excellence programme and the areas for recognition in excellence as well as to support medical school in preparing their applications.

Custom 3D Printable Silicones with Tunable Stiffness.

Science.gov (United States)

Durban, Matthew M; Lenhardt, Jeremy M; Wu, Amanda S; Small, Ward; Bryson, Taylor M; Perez-Perez, Lemuel; Nguyen, Du T; Gammon, Stuart; Smay, James E; Duoss, Eric B; Lewicki, James P; Wilson, Thomas S

2018-02-01

Silicone elastomers have broad versatility within a variety of potential advanced materials applications, such as soft robotics, biomedical devices, and metamaterials. A series of custom 3D printable silicone inks with tunable stiffness is developed, formulated, and characterized. The silicone inks exhibit excellent rheological behavior for 3D printing, as observed from the printing of porous structures with controlled architectures. Herein, the capability to tune the stiffness of printable silicone materials via careful control over the chemistry, network formation, and crosslink density of the ink formulations in order to overcome the challenging interplay between ink development, post-processing, material properties, and performance is demonstrated. © 2017 WILEY-VCH Verlag GmbH & Co. KGaA, Weinheim.

Is Mass Customization Sustainable?

DEFF Research Database (Denmark)

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

2011-01-01

Mass customizers are like other companies currently experiencing an increasing customer demand for environmentally sustainable products as well as an increasingly strict legislation regarding environmental sustainability. This paper addresses the issue whether the concepts mass customization...... and sustainability are fundamentally compatible by asking the question: can a mass customized product be sustainable? Several factors could indicate that mass customized products are less sustainable than standardized products; however other factors suggest the opposite. This paper explores these factors during...... three life cycle phases for a product: Production, Use and End of Life. It is concluded that there is not an unambiguous causal relationship between mass customization and sustainability; however several factors unique to mass customized products are essential to consider during product and process...

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

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

Directory of Open Access Journals (Sweden)

Fikret GÜMÜŞBUĞA

2015-07-01

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

Balanced Scorecard Goal Four: Provide Policy Management, Advocacy and Problem Solving" Measuring Achievement of Internal Customer Objectives

National Research Council Canada - National Science Library

Blondeau, Sharon

2002-01-01

... Medical Treatment Facilities within its geographical boundaries. In an effort to maximize its efficiency and improve internal customer relations, the GPRMC has incorporated use of a Balanced Scorecard within its management scheme...

Factors Affecting Customer Satisfaction in Mobile Telecommunication Industry in Bangladesh

Directory of Open Access Journals (Sweden)

Md. Rahman

2014-06-01

Full Text Available Identification of factors responsible for customer satisfaction is a key concern of marketing scholars and marketers in now a days and it will remain in the future. There is considerable evidence that quality factors affecting customer satisfaction in numerous ways. However, this empirical study is initiated to find out what particular factors responsible for customer satisfaction in the mobile tel- ecommunication industry in Bangladesh. 282 samples have been collected through structured questionnaire; study reveals that service innovativeness, service reli- ability, service competitiveness and service consistency have significant influence on making customer satisfied and the operator’s network/signal coverage, pricing, offering, fulfillment of customer demand, value added service, brand value and op - erators contribution for society have insignificant influences on making customer satisfied at five percent level of significant at multiple regression analysis. On the basis of these findings; study concludes that in promoting customer satisfaction mobile service providers should be concerned for factors responsible for insignifi- cant influence on customer satisfaction and care of those factors have significant influence on promoting customer satisfaction in telecommunication industry in Bangladesh.

Customs and Desirable after Childbirth, in Islam

Directory of Open Access Journals (Sweden)

Gholamreza Khademi

2016-01-01

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

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...

Assesment of customer relationship development

Directory of Open Access Journals (Sweden)

Dagmar Lesáková

2011-01-01

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

Excel simulations

CERN Document Server

Verschuuren, Gerard M

2013-01-01

Covering a variety of Excel simulations, from gambling to genetics, this introduction is for people interested in modeling future events, without the cost of an expensive textbook. The simulations covered offer a fun alternative to the usual Excel topics and include situations such as roulette, password cracking, sex determination, population growth, and traffic patterns, among many others.

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

Directory of Open Access Journals (Sweden)

Azarnoush Ansari

2016-06-01

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

A green vehicle routing problem with customer satisfaction criteria

Science.gov (United States)

Afshar-Bakeshloo, M.; Mehrabi, A.; Safari, H.; Maleki, M.; Jolai, F.

2016-12-01

This paper develops an MILP model, named Satisfactory-Green Vehicle Routing Problem. It consists of routing a heterogeneous fleet of vehicles in order to serve a set of customers within predefined time windows. In this model in addition to the traditional objective of the VRP, both the pollution and customers' satisfaction have been taken into account. Meanwhile, the introduced model prepares an effective dashboard for decision-makers that determines appropriate routes, the best mixed fleet, speed and idle time of vehicles. Additionally, some new factors evaluate the greening of each decision based on three criteria. This model applies piecewise linear functions (PLFs) to linearize a nonlinear fuzzy interval for incorporating customers' satisfaction into other linear objectives. We have presented a mixed integer linear programming formulation for the S-GVRP. This model enriches managerial insights by providing trade-offs between customers' satisfaction, total costs and emission levels. Finally, we have provided a numerical study for showing the applicability of the model.

Research on Customer Value Based on Extension Data Mining

Science.gov (United States)

Chun-Yan, Yang; Wei-Hua, Li

Extenics is a new discipline for dealing with contradiction problems with formulize model. Extension data mining (EDM) is a product combining Extenics with data mining. It explores to acquire the knowledge based on extension transformations, which is called extension knowledge (EK), taking advantage of extension methods and data mining technology. EK includes extensible classification knowledge, conductive knowledge and so on. Extension data mining technology (EDMT) is a new data mining technology that mining EK in databases or data warehouse. Customer value (CV) can weigh the essentiality of customer relationship for an enterprise according to an enterprise as a subject of tasting value and customers as objects of tasting value at the same time. CV varies continually. Mining the changing knowledge of CV in databases using EDMT, including quantitative change knowledge and qualitative change knowledge, can provide a foundation for that an enterprise decides the strategy of customer relationship management (CRM). It can also provide a new idea for studying CV.

Integration of an OWL-DL knowledge base with an EHR prototype and providing customized information.

Science.gov (United States)

Jing, Xia; Kay, Stephen; Marley, Tom; Hardiker, Nicholas R

2014-09-01

When clinicians use electronic health record (EHR) systems, their ability to obtain general knowledge is often an important contribution to their ability to make more informed decisions. In this paper we describe a method by which an external, formal representation of clinical and molecular genetic knowledge can be integrated into an EHR such that customized knowledge can be delivered to clinicians in a context-appropriate manner.Web Ontology Language-Description Logic (OWL-DL) is a formal knowledge representation language that is widely used for creating, organizing and managing biomedical knowledge through the use of explicit definitions, consistent structure and a computer-processable format, particularly in biomedical fields. In this paper we describe: 1) integration of an OWL-DL knowledge base with a standards-based EHR prototype, 2) presentation of customized information from the knowledge base via the EHR interface, and 3) lessons learned via the process. The integration was achieved through a combination of manual and automatic methods. Our method has advantages for scaling up to and maintaining knowledge bases of any size, with the goal of assisting clinicians and other EHR users in making better informed health care decisions.

Optimal Electric Vehicle Scheduling: A Co-Optimized System and Customer Perspective

Science.gov (United States)

Maigha

Electric vehicles provide a two pronged solution to the problems faced by the electricity and transportation sectors. They provide a green, highly efficient alternative to the internal combustion engine vehicles, thus reducing our dependence on fossil fuels. Secondly, they bear the potential of supporting the grid as energy storage devices while incentivising the customers through their participation in energy markets. Despite these advantages, widespread adoption of electric vehicles faces socio-technical and economic bottleneck. This dissertation seeks to provide solutions that balance system and customer objectives under present technological capabilities. The research uses electric vehicles as controllable loads and resources. The idea is to provide the customers with required tools to make an informed decision while considering the system conditions. First, a genetic algorithm based optimal charging strategy to reduce the impact of aggregated electric vehicle load has been presented. A Monte Carlo based solution strategy studies change in the solution under different objective functions. This day-ahead scheduling is then extended to real-time coordination using a moving-horizon approach. Further, battery degradation costs have been explored with vehicle-to-grid implementations, thus accounting for customer net-revenue and vehicle utility for grid support. A Pareto front, thus obtained, provides the nexus between customer and system desired operating points. Finally, we propose a transactive business model for a smart airport parking facility. This model identifies various revenue streams and satisfaction indices that benefit the parking lot owner and the customer, thus adding value to the electric vehicle.

Astroparticle physics with a customized low-background broad energy Germanium detector

Energy Technology Data Exchange (ETDEWEB)

Aalseth, Craig E.; Amman, M.; Avignone, Frank T.; Back, Henning O.; Barabash, Alexander S.; Barbeau, P. S.; Bergevin, M.; Bertrand, F.; Boswell, M.; Brudanin, V.; Bugg, William; Burritt, Tom H.; Busch, Matthew; Capps, Greg L.; Chan, Yuen-Dat; Collar, J. I.; Cooper, R. J.; Creswick, R.; Detwiler, Jason A.; Diaz, J.; Doe, Peter J.; Efremenko, Yuri; Egorov, Viatcheslav; Ejiri, H.; Elliott, Steven R.; Ely, James H.; Esterline, James H.; Farach, H. A.; Fast, James E.; Fields, N.; Finnerty, P.; Fujikawa, Brian; Fuller, Erin S.; Gehman, Victor M.; Giovanetti, G. K.; Guiseppe, Vincente; Gusey, K.; Hallin, A. L.; Harper, Gregory; Hazama, R.; Henning, Reyco; Hime, Andrew; Hoppe, Eric W.; Hossbach, Todd W.; Howe, M. A.; Johnson, R. A.; Keeter, K.; Keillor, Martin E.; Keller, C.; Kephart, Jeremy D.; Kidd, Mary; Knecht, A.; Kochetov, Oleg; Konovalov, S.; Kouzes, Richard T.; Leviner, L.; Loach, J. C.; Luke, P.; MacMullin, S.; Marino, Michael G.; Martin, R. D.; Mei, Dong-Ming; Miley, Harry S.; Miller, M. L.; Mizouni, Leila; Myers, Allan W.; Nomachi, Masaharu; Orrell, John L.; Peterson, David; Phillips, D.; Poon, Alan; Prior, Gersende; Qian, J.; Radford, D. C.; Rielage, Keith; Robertson, R. G. H.; Rodriguez, Larry; Rykaczewski, Krzysztof P.; Salazar, Harold; Schubert, Alexis G.; Shima, T.; Shirchenko, M.; Steele, David; Strain, J.; Swift, Gary; Thomas, K.; Timkin, V.; Tornow, W.; Van Wechel, T. D.; Vanyushin, I.; Varner, R. L.; Vetter, Kai; Wilkerson, J. F.; Wolfe, B. A.; Xiang, W.; Yakushev, E.; Yaver, Harold; Young, A.; Yu, Chang-Hong; Yumatov, Vladimir; Zhang, C.; Zimmerman, S.

2011-10-01

The Majorana Collaboration is building the Majorana Demonstrator, a 60 kg array of high purity germanium detectors housed in an ultra-low background shield at the Sanford Underground Laboratory in Lead, SD. The Majorana Demonstrator will search for neutrinoless double-beta decay of 76Ge while demonstrating the feasibility of a tonne-scale experiment. It may also carry out a dark matter search in the 1-10 GeV/c² mass range. We have found that customized Broad Energy Germanium (BEGe) detectors produced by Canberra have several desirable features for a neutrinoless double-beta decay experiment, including low electronic noise, excellent pulse shape analysis capabilities, and simple fabrication. We have deployed a customized BEGe, the Majorana Low-Background BEGe at Kimballton (MALBEK), in a low-background cryostat and shield at the Kimballton Underground Research Facility in Virginia. This paper will focus on the detector characteristics and measurements that can be performed with such a radiation detector in a low-background environment.

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....

Customized Polymethyl Methacrylate Implants for the Reconstruction of Craniofacial Osseous Defects

Directory of Open Access Journals (Sweden)

André Luis Fernandes da Silva

2014-01-01

Full Text Available Craniofacial defects represent alterations in the anatomy and morphology of the cranial vault and the facial bones that potentially affect an individual’s psychological and social well-being. Although a variety of techniques and restorative procedures have been described for the reconstruction of the affected area, polymethyl methacrylate (PMMA, a biocompatible and nondegradable acrylic resin-based implant, is the most widely used alloplastic material for such craniomaxillofacial reconstruction. The aim of this study was to describe a technique for aesthetic and functional preoperative customized reconstruction of craniofacial bone defects from a small series of patients offered by the Brazilian public health system. Three adult male patients attended consultation with chief complaints directly related to their individual craniofacial bone defects. With the aid of multislice computed tomography scans and subsequent fabrication of the three-dimensional craniofacial prototype, custom-made PMMA implants were fabricated preoperatively. Under general anesthesia, with access to the craniofacial defects with a coronal approach, the PMMA implants were adapted and fixated to the facial skeleton with titanium plates and screws. Postoperative evaluation demonstrated uneventful recovery and an excellent aesthetic result. Customized prefabricated PMMA implants manufactured over the rapid prototyping models proved to be effective and feasible.

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...

An integrated service excellence model for military test and ...

African Journals Online (AJOL)

The purpose of this article is to introduce an Integrated Service Excellence Model (ISEM) for empowering the leadership core of the capital-intensive military test and evaluation facilities to provide strategic military test and evaluation services and to continuously improve service excellence by ensuring that all activities ...