Kristensen, Kai; Martensen, Anne; Grønholdt, Lars
The topic for this paper is the link between customer satisfaction and business performance, which makes it possible to use customer satisfaction measures as basis for creating business excellence. First, the paper presents microeconomic models for the relationship between customer satisfaction......, customer loyalty and performance, and optimal customer satisfaction is characterized which will help management choose the right quality parameters for improvement. Second, the paper describes empirical evidence that customer satisfaction measures, based on a modelling approach, have impact on economic...
WHO ARE OUR CUSTOMERS? Electric Users, regulators, vendors, suppliers, or our own employees? The answer is ALL exclamation point They are all customers. Regardless if they are external or internal customers, one must focus on quality of service delivery in order to maintain customer satisfaction. The most successful companies are quickly realizing that managing SERVICE EX NCE is our only future. For the next decade, the issue of service quality will exceed the issue of productivity. It is very easy to see that the business behind a utility is serving our electric consumers. However, internal customer service - service excellence to employees inside a company is the foundation for success. This paper describes a training program that is being implemented across Duke Power for employees on internal customer service. How we provide service to each other within a company impacts service quality to our external customers. This training refocuses behaviors and perceptions so to concentrate on quality service delivery to our internal customers - our employees. We all have positive and negative experiences with obtaining quality service by either external organizations or internal employees. Therefore, we start with a common foundation. Whether it be a supplier, vendor, or a station administrative group, we have experienced either excellent or poor customer service. All of us have potential in managing the delivery of excellent customer service. However, many of us may need new perspectives so to add depth with which we view and manage service excellence to our internal customers
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
Koh Kelly Sze Wee
Full Text Available In Singapore, service sectors are dominated by SMEs. This study set out to investigate customer satisfaction as a critical factor in SME survival and indeed in helping to maintain the overall health of the economy. In this study, data were collected from a Singaporean SME which supplies and installs glass for construction projects. Departments involved were Sales & Marketing, Administration, and Installation. A questionnaire survey was administered to every customer of the company in 2013 in order to evaluate the services provided by the three departments. Customers were categorized into five groups: main contractors, designers/sub-contractors, property managers, home owners and commercial owners. Data were analyzed in terms of thirteen customer service variables identified from the literature. Statistical methods were applied to data analysis and findings were arrived at. Findings were found to be sufficiently significant to permit the formulation of a Total Customer Service Excellence Model for SMEs in Singapore.
Wuyts, S.H.K.; Rindfleisch, A.; Citrin, A.
An increasing number of firms are outsourcing customer support to external service providers. This creates a triadic setting in which an outsourcing provider serves end customers on behalf of its clients. While outsourcing presents an opportunity to serve customers, service providers differ in their
U.S. Department of Health & Human Services — CMS is continuously analyzing performance and quality of the Provider Customer Service Programs (PCSPs) of the contractors and will be identifying trends and making...
Full Text Available The e-commerce market has been developing very rapidly and changing traditional distribution systems. The development of online channels is matched by a similar evolution of companies’ logistics systems. As a consequence, logistics processes management now significantly influences e-customer service quality, which has emerged as a competitive advantage. The main goal of this paper is to identify e-commerce business models, modern distribution channels and management tools that would facilitate a continuous improvement in e-customer logistics service. Based on the literature and interviews with e-commerce services providers, we provide a plethora of good and best practices useful for managers in the rapidly developing and highly competitive e-commerce business.
Van Vaerenbergh, Yves; De Keyser, Arne; Larivière, Bart
Purpose – Many service providers feel confident about their service quality and thus offer service guarantees to their customers. Yet service failures are inevitable. As guarantees can only be invoked when customers report service failures, firms are given the opportunity to redress the original failure potentially influencing customer outcomes. The purpose of this paper is to provide the first empirical investigation of whether excellence in service recovery affects customers’ intentions to ...
", NURJANAH; Hardani, Ninda
PT. Bank Danamon Pekanbaru is the bank engaged in banking goods and services that always seeks to prioritize the satisfaction of its customers. The employee on duty and deal directly with the customer in providing services commonly known as customer service that are required to have the ability to serve customers accurately and quickly and have good communication skills. The purpose of this study was to determine the role of customer service as a receptionist, Deskman, salesman, customer rela...
Full Text Available E-Customs initiative includes a number of IT projects, organizational and legal measures. They are designed to creation of a simple and paperless environment for trade and customs, to short the duration of customs clearance and to ensure an appropriate level of security of commercial transactions. Modern customs administration must operate on the basis of advanced infrastructure in the field of information and communication technologies. Only then will it be able to provide cheaper and more efficient customs services. Therefore, the greatest challenge and the main goal of the e-Customs programme is to harmonize customs procedures and systems in the 28 Member States. The article describes the assumptions and objectives of the e-Customs, presents its genesis and evolution. Particular attention was paid to the activities that are aimed at improving the quality of customs services provided to European companies.
Luftman, Jerry; Brown, Carol V.; Balaji, S.
This chapter presents a new model for assessing the maturity of a customer-provider relationship from a collaborative service delivery perspective: the Customer-Provider Strategic Alignment Maturity (CPSAM) Model. This model builds on recent research for effectively managing the customer-provider relationship in IT service outsourcing contexts and a validated model for assessing alignment across internal IT service units and their business customers within the same organization. After reviewing relevant literature by service science and information systems researchers, the six overarching components of the maturity model are presented: value measurements, governance, partnership, communications, human resources and skills, and scope and architecture. A key assumption of the model is that all of the components need be addressed to assess and improve customer-provider alignment. Examples of specific metrics for measuring the maturity level of each component over the five levels of maturity are also presented.
Kowalkowski, Christian; Brehmer, Per-Olof
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...
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. .
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.
Kujala, Lisanna Carolina; Citic, Marija
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...
... customer supply centers. 101-28.303 Section 101-28.303 Public Contracts and Property Management Federal...-STORAGE AND DISTRIBUTION 28.3-Customer Supply Centers § 101-28.303 Benefits provided by customer supply centers. The customer supply centers (CSCs) provide the following: (a) Overall savings to the Federal...
The aim of this thesis is to determine what influences customer loyalty with Dutch mobile phone providers. The results of this research may help mobile phone providers in the future. This includes attracting new customers and to keep the current customers loyal. Mobile phone providers could use this information to better understand which attributes influence customer loyalty. Hereby they could adapt their strategy to the more important attributes. Research revealed that customer sat...
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
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.
Wiebe, Christian; Jung, Viktor; Liebrecht, Lutz [Managementberatung Corporate Transformation Group (CTG), Berlin (Germany)
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.
... 30 Mineral Resources 1 2010-07-01 2010-07-01 false Providing labels and MSDSs to customers. 47.73 Section 47.73 Mineral Resources MINE SAFETY AND HEALTH ADMINISTRATION, DEPARTMENT OF LABOR EDUCATION AND... MSDSs to customers. For a hazardous chemical produced at the mine, the operator must provide customers...
Meng, Lexuan; Chaudhary, Sanjay K.; Guerrero, Josep M.
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...
Oud, Joanne; Genzinger, Peter
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…
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.
Wolfe, Heather; Maltese, Matthew R; Niles, Dana E; Fischman, Elizabeth; Legkobitova, Veronika; Leffelman, Jessica; Berg, Robert A; Nadkarni, Vinay M; Sutton, Robert M
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.
Clark, Thomas R
Assess performance of long-term care pharmacy providers on key services offered to nursing facilities. Cross-sectional; nursing facility team. Random phone survey of nursing facility team members. 485 nursing facility team members (practicing in nursing facilities, interacting with > or = 1 consultant pharmacist); 46 members excluded, unable to identify facility's pharmacy provider. Directors of nursing, medical directors, and administrators were asked to rate long-term care pharmacy provider performance of eight commonly offered pharmacy services. All groups evaluated pharmacy provider performance of these services using a five-point scale. Results are broken down by employer type. Average rating for eight pharmacy services was 3.64. Top two services: "Labeling medications accurately" ranked in top 1-2 services for all groups (combined rating of 3.97) and "Provides medication administration system" ranked in top 1-3 services for all groups (combined rating of 3.95). One service, "Provides educational inservices," ranked lowest for all groups (combined rating of 3.54). In general, when looking at the eight services in combination for all providers, all services were ranked between Good and Very Good (average score of 3.64). Therefore, while the pharmacy provider is performing above average for these services, there is room for improvement in all of these services. These results can be used as a benchmark. Detailed data results and sample surveys are available online at www.ascp.com/supplements. These surveys can be used by the pharmacy provider to solicit assessments from their own facilities on these services.
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.
Schiozer, Rafael Felipe; Saito, Cristiana Checchia; Saito, Richard
This paper analyzes the relationship between the financial health and organizational form of private health care providers in Brazil. It also examines the major determinants of customer satisfaction associated with the provider's organizational form. An adjusted Altman's z-score is used as an indicator of financial health. A proxy variable based on customer complaints filed at the Brazilian National Agency for Supplementary Health is used as an indicator for customer satisfaction. The study uses a sample of 270 private health care providers and their operations over the period 2003-2005. Panel data analysis includes control variables related to market, operations, and management. Principal results indicate that: (1) private health care providers benefit from economies of scale; (2) self-funded health plans have better financial health; (3) spending on marketing does not have a significant impact on customer satisfaction in Brazil; (4) weak empirical evidence exists showing that good financial performance enhances customer's satisfaction.
Eiriz, Vasco; Figueiredo, José António
To develop a framework for evaluating the quality of Portuguese health care organisations based on the relationship between customers and providers, to define key variables related to the quality of health care services based on a review of the available literature, and to establish a conceptual framework in order to test the framework and variables empirically. Systematic review of the literature. Health care services quality should not be evaluated exclusively by customers. Given the complexity, ambiguity and heterogeneity of health care services, the authors develop a framework for health care evaluation based on the relationship between customers (patients, their relatives and citizens) and providers (managers, doctors, other technical staff and non-technical staff), and considering four quality items (customer service orientation, financial performance, logistical functionality and level of staff competence). This article identifies important changes in the Portuguese health care industry, such as the ownership of health care providers. At the same time, customers are changing their attitudes towards health care, becoming much more concerned and demanding of health services. These changes are forcing Portuguese private and public health care organisations to develop more marketing-oriented services. This article recognises the importance of quality evaluation of health care services as a means of increasing customer satisfaction and organisational efficiency, and develops a framework for health care evaluation based on the relationship between customers and providers.
Wichai Onlaor; Siriluck Rotchanakitumnuai
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...
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
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)
Kuiper, A.; van de Hoef, R.; Wesseling, M.; Lameijer, B.A.; Does, R.J.M.M.
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
Nijssen, E.J.; Schepers, J.J.L.; Belanche, D.
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
Berrin Onaran,; Zeki Atil Bulut,; Alparslan Ozmen
Beyond satisfying needs, customer value is the key to establish and maintain long run relationships. Hence, providing excellent customer value as a driving force of customer relationships management performance plays a key role in gaining sustainable competitive advantage. The aim of this research is to investigate the relationships among dimensions of customer value, customer satisfaction, brand loyalty and customer relationship management performance. Data obtained from customers of thermal...
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 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.
Hughes, B.; Chan, J.
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
Følstad, Eirik L.; Helvik, Bjarne E.
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).
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
Raassens, N.; Wuyts, S.; 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
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
Zaryab Sheikh; Shafaq Rana
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...
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.
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.
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.
MALCOCI Marina; GONCEAR Tatiana
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...
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.
Baik, Sunhee; Morgan, M Granger; Davis, Alexander L
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.
Chaplin, E; Bailey, M; Crosby, R; Gorman, D; Holland, X; Hippe, C; Hoff, T; Nawrocki, D; Pichette, S; Thota, N
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.
Jing, Xia; Kay, Stephen; Marley, Tom; Hardiker, Nicholas R
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.
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.
Rueth, Natasha M; Black, Dalliah M; Limmer, Angela R; Gabriel, Emmanuel; Huo, Lei; Fornage, Bruno D; Dogan, Basak E; Chavez-MacGregor, Mariana; Yi, Min; Hunt, Kelly K; Strom, Eric A
To evaluate recurrence and survival for patients with occult (T0N+) breast cancer who underwent contemporary treatment, assessing outcomes for breast conservation and mastectomy. We performed a single-institution review of women with occult breast cancer presenting with axillary metastasis without identifiable breast tumor or distant metastasis. We excluded patients with tumors in the axillary tail or mastectomy specimen, patients with additional nonbreast cancer diagnoses, and patients with a history of breast cancer. Breast conservation was defined as axillary node dissection with radiation therapy, without breast surgery. We evaluated patient, tumor, treatment, and outcome variables. Patients were assessed for local, regional, and distant recurrences. Overall survival was calculated using the Kaplan-Meier method. Thirty-six patients met criteria for occult breast cancer. Most of these patients (77.8 %) had N1 disease. Fifty percent of cancers (n = 18) were estrogen receptor-positive; 12 (33.3 %) were triple-negative. All patients were evaluated with mammography. Thirty-five patients had breast ultrasound (97.2 %) and 33 (91.7 %) had an MRI. Thirty-four patients (94.4 %) were treated with chemotherapy and 33 (91.7 %) with radiotherapy. Twenty-seven patients (75.0 %) were treated with breast conservation. The median follow-up was 64 months. There were no local or regional failures. One distant recurrence occurred >5 years after diagnosis, resulting in a 5-years overall survival rate of 100 %. There were no significant survival differences between patients receiving breast conservation versus mastectomy (p = 0.7). Breast conservation-performed with contemporary imaging and multimodality treatment-provides excellent local control and survival for women with T0N+ breast cancer and can be safely offered instead of mastectomy.
Melnyk, Valentina; Osselaer, Stijn; Bijmolt, Tammo
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...
Bell, Chip R.
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)
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...
Adebisi Sunday Abayomi
Full Text Available This study has been carried out on the GSM arm of the Nigerian Telecomunication sectorto primarily investigate the level of satisfaction that the subscribers of GSM service providers haveenjoyed in the seven years of operations in Nigeria. In testing this empirically, MTN, GLOBACOMand ZAIN were selected as case studies. 600 questionnaires were administered on the subscribers ofthese GSM service providers in the Six States of the South-Western Nigeria using the purposivesampling technique. In analyzing the collated data, three hypotheses were tested with the use ofPercentages, T-test, F-test, [at 95% confidence limit], Cross-tabulation [using the ‘Eta’ Directionalmeasure] and statistical charts. The results from the SPSS 16 output rejected the Null hypotheses.This further indicated that, the various factors that determined the level of subscribers’ satisfactionwere statistically significant. The study therefore concluded that, subscribers in Nigeria aredissatisfied with the services of their service providers hence, the need for the regulatory body; NCCto ensure that subscribers interests are protected. The study then suggested that,, the GSM serviceproviders should reposition themselves to give adequate value to subscribers money incommensuration with their own gains from the Nigeria Telecommunications market.
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…
Maximize the power of Excel 2013 formulas with this must-have Excel reference John Walkenbach, known as ""Mr. Spreadsheet,"" is a master at deciphering complex technical topics and Excel formulas are no exception. This fully updated book delivers more than 800 pages of Excel 2013 tips, tricks, and techniques for creating formulas that calculate, developing custom worksheet functions with VBA, debugging formulas, and much more. Demonstrates how to use all the latest features in Excel 2013 Shows how to create financial formulas and tap into the power of array formulas
Full Text Available Carrier-selective contact with low minority carrier recombination and efficient majority carrier transport is mandatory to eliminate metal-induced recombination for higher energy conversion efficiency for silicon (Si solar cells. In the present study, the carrier-selective contact consists of an ultra-thin tunnel oxide and a phosphorus-doped polycrystalline Si (poly-Si thin film formed by plasma enhanced chemical vapor deposition (PECVD and subsequent thermal crystallization. It is shown that the poly-Si film properties (doping level, crystallization and dopant activation anneal temperature are crucial for achieving excellent contact passivation quality. It is also demonstrated quantitatively that the tunnel oxide plays a critical role in this tunnel oxide passivated contact (TOPCON scheme to realize desired carrier selectivity. Presence of tunnel oxide increases the implied Voc (iVoc by ~ 125 mV. The iVoc value as high as 728 mV is achieved on symmetric structure with TOPCON on both sides. Large area (239 cm2 n-type Czochralski (Cz Si solar cells are fabricated with homogeneous implanted boron emitter and screen-printed contact on the front and TOPCON on the back, achieving 21.2% cell efficiency. Detailed analysis shows that the performance of these cells is mainly limited by boron emitter recombination on the front side.
Kratochvil, D.; Bowyer, J.; Bhushan, C.; Steinnagel, K.; Al-Kinani, G.
The potential United States domestic telecommunications demand for satellite provided customer premises voice, data and video services through the year 2000 were forecast, so that this information on service demand would be available to aid in NASA program planning. To accomplish this overall purpose the following objectives were achieved: development of a forecast of the total domestic telecommunications demand, identification of that portion of the telecommunications demand suitable for transmission by satellite systems, identification of that portion of the satellite market addressable by Computer premises services systems, identification of that portion of the satellite market addressabble by Ka-band CPS system, and postulation of a Ka-band CPS network on a nationwide and local level. The approach employed included the use of a variety of forecasting models, a market distribution model and a network optimization model. Forecasts were developed for; 1980, 1990, and 2000; voice, data and video services; terrestrial and satellite delivery modes; and C, Ku and Ka-bands.
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...
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
Payne, Stephanie C; Webber, Sheila Simsarian
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.
... 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...
Kratochvil, D.; Bowyer, J.; Bhushan, C.; Steinnagel, K.; Kaushal, D.; Al-Kinani, G.
The overall purpose was to forecast the potential United States domestic telecommunications demand for satellite provided customer promises voice, data and video services through the year 2000, so that this information on service demand would be available to aid in NASA program planning. To accomplish this overall purpose the following objectives were achieved: (1) development of a forecast of the total domestic telecommunications demand; (2) identification of that portion of the telecommunications demand suitable for transmission by satellite systems; (3) identification of that portion of the satellite market addressable by consumer promises service (CPS) systems; (4) identification of that portion of the satellite market addressable by Ka-band CPS system; and (5) postulation of a Ka-band CPS network on a nationwide and local level. The approach employed included the use of a variety of forecasting models, a parametric cost model, a market distribution model and a network optimization model. Forecasts were developed for: 1980, 1990, and 2000; voice, data and video services; terrestrial and satellite delivery modes; and C, Ku and Ka-bands.
Save time and be more productive with this helpful guide to Excel macros! While most books about Excel macros offer only minor examples, usually aimed at illustrating a particular topic, this invaluable resource provides you with the tools needed to efficiently and effectively program Excel macros immediately. Step-by-step instructions show you how to create VBA macros and explain how to customize your applications to look and work exactly as you want them to. By the end of the book, you will understand how each featured macro works, be able to reuse the macros included in the book and online,
Watkins, Eren Youmans; Kemeter, Dave M; Spiess, Anita; Corrigan, Elizabeth; Kateley, Keri; Wills, John V; Mancha, Brent Edward; Nichols, Jerrica; Bell, Amy Millikan
Lean Six Sigma (LSS) is a process improvement, problem-solving methodology used in business and manufacturing to improve the speed, quality, and cost of products. LSS can also be used to improve knowledge-based products integral to public health surveillance. An LSS project by the Behavioral Social Health Outcomes Program of the Army Institute of Public Health reduced the number of labor hours spent producing the routine surveillance of suicidal behavior publication. At baseline, the total number of labor hours was 448; after project completion, total labor hours were 199. Based on customer feedback, publication production was reduced from quarterly to annually. Process improvements enhanced group morale and established best practices in the form of standard operating procedures and business rules to ensure solutions are sustained. LSS project participation also fostered a change in the conceptualization of tasks and projects. These results demonstrate that LSS can be used to inform the public health process and should be considered a viable method of improving knowledge-based products and processes.
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
V. Melnyk (Valentina); S.M.J. van Osselaer (Stijn); T.H.A. Bijmolt (Tammo)
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
Melnyk, Valentyna; van Osselaer, Stijn M. J.; Bijmolt, Tammo H. A.
Prevailing 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
Lynne M. Borden
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.
Verschuuren, Gerard M
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.
Offers suggestions for libraries on how to develop a customer service plan to provide excellent service, create a positive environment for staff members, foster new and continued positive relationships with patrons, and evaluate customer service goals and objectives. Also discusses policies and building appearance. (Author/LRW)
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
Syncrude Canada Ltd., operator of the oil sands mine and processing plant near Fort McMurray, Alberta, produces 11% of Canada's crude oil and is the country's largest private-sector employer of native Canadians. Syncrude has the goal of employing about 10% native Canadians, which is about the percentage of natives in the regional population. Examples are presented of successful native employment and entrepreneurship at Syncrude. Doreen Janvier, once employed at Syncrude's mine wash bays, was challenged to form her own company to contract out labor services. Her company, DJM Enterprises, now has a 2-year contract to operate three highly sophisticated wash bays used to clean mining equipment, and is looking to bid on other labor contracts. Mabel Laviolette serves as liaison between the oil containment and recovery team, who recover oil skimmed off Syncrude's tailings basin, and the area manager. The team approach and the seasonal nature of the employment fit in well with native cultural patterns. The excellence of native teamwork is also illustrated in the mine rescue team, one unit of which is entirely native Canadian. Part of Syncrude's aboriginal policy is to encourage development of aboriginal enterprises, such as native-owned Clearwater Welding and Fabricating Ltd., which has held welding and fabricating contracts with most major companies in the region and is a major supplier of skilled tradesmen to Syncrude. Syncrude also provides employment and training, encourages natives to continue their education, and promotes local community development. 4 figs
Isbrecht, Volker; Sombrutzki, Ingo [Putz und Partner Unternehmensberatung AG, Hamburg (Germany). Strategie- und Projektmanagement - Energiewirtschaft; Hofer, Kristina [Putz und Partner Unternehmensberatung AG, Hamburg (Germany). CRM- und Telekommunikation
Deregulation in the electricity and gas metering has raised interest in smart meters. Experts estimate that in a four-person household, smart meters may reduce electricity consumption by up to 10 percent, i.e. 50 - 90 Euros, and CO2 emissions by 8.5 million tonnes, which amounts to 4 percent of the total CO2 emissions in Germany. These are ideal conditions for utilities to develop innovative products for the mass market of private consumers and to improve their competitive standing in the market by a clearly communicated advantage to both the customers and the climate. By utilizing the experience gained in the telecommunications industry, they will be able to respond quickly to impending challenges. (orig.)
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.
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
Sourcing Excellence is one of the key performance indicators (KPIs) in this world of ever changing sourcing strategies. Manufacturing companies need to access and diagnose the reliability and competencies of existing suppliers in order to coordinate and develop them. This would help in managing...
Mr. Spreadsheet has done it again with 101 easy-to-apply Excel formulas 101 Ready-to-Use Excel Formulas is filled with the most commonly-used, real-world Excel formulas that can be repurposed and put into action, saving you time and increasing your productivity. Each segment of this book outlines a common business or analysis problem that needs to be solved and provides the actual Excel formulas to solve the problem-along with detailed explanation of how the formulas work. Written in a user-friendly style that relies on a tips and tricks approach, the book details how to perform everyday Excel tasks with confidence. 101 Ready-to-Use Excel Formulas is sure to become your well-thumbed reference to solve your workplace problems. The recipes in the book are structured to first present the problem, then provide the formula solution, and finally show how it works so that it can be customized to fit your needs. The companion website to the book allows readers to easily test the formulas and provides visual confirmat...
Clarke, Ann Højbjerg; Freytag, Per Vagn; Zolkiewski, Judith
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...
Masrom Nor Ratna binti; Mohd Rasi Raja Zuraidah binti Raja; Daut Badru At Tamam bin
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...
This paper describes the research and development of a virtual reality visualization project "Passing excellence" about the world famous architectural ensemble "Kizhi". The Kizhi Pogost is located on an island in Lake Onega in northern Karelia in Russia. It is an authentic museum of an ancient wood building tradition which presents a unique artistic achievement. This ensemble preserves a concentration of masterpieces of the Russian heritage and is included in the List of Most Endangered Sites of the World Monuments Watch protected by World Heritage List of UNESCO. The project strives to create a unique virtual observation of the dynamics of the architectural changes of the museum area beginning from the 15th Century up to the 21st Century. The visualization is being created to restore the original architecture of Kizhi island based on the detailed photographs, architectural and geometric measurements, textural data, video surveys and resources from the Kizhi State Open-Air Museum archives. The project is being developed using Electro, an application development environment for the tiled display high-resolution graphics visualization system and can be shown on the virtual reality systems such as the GeoWall TM and the C-Wall.
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....
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
Hupp, James R
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.
Schröder, Lars; Rudlowski, Christian; Walgenbach-Brünagel, Gisela; Leutner, Claudia; Kuhn, Walther; Walgenbach, Klaus-Jürgen
Gynecomastia (GM) is a benign condition with glandular tissue enlargement of the male breast. GM is classified into 4 grades of increasing severity. We describe a series of GM grade I-II, diagnosed, treated surgically and analyzed regarding feasibility, complication rate, and satisfaction. From 2005 to 2012, a chart review was performed for 53 patients. Preoperative examination included endocrine and urological examination and exclusion of other pathological conditions. The surgical technique consisted of liposuction through an inframammarian-fold incision and excision of the glandular tissue by a minimal periareolar approach. A total number of 53 male patients with 104 breasts were available for analysis. By liposuction, a median of 300 ml (range: 10-1000 ml) was aspirated from each breast and 25.1 g (range: 3-233 g) gland tissue was resected. Surgery lasted between 25 and 164 min per patient (median: 72 min). 2 postoperative hemorrhages occurred (n = 2, 3.8%). 2 patients underwent re-operation due to cosmetic reasons (n = 2, 3.8%). This analysis demonstrates that treatment of GM grade I-II can easily be performed by liposuction combined with subcutaneous resection of the glandular tissue as a minimally invasive and low-impact surgical treatment with a low rate of complications and excellent patient satisfaction. Preoperative workup is important to rule out specific diseases or malignancy causing the GM.
Providers and Patients Caught Between Standardization and Individualization: Individualized Standardization as a Solution Comment on "(Re) Making the Procrustean Bed? Standardization and Customization as Competing Logics in Healthcare".
Ansmann, Lena; Pfaff, Holger
In their 2017 article, Mannion and Exworthy provide a thoughtful and theory-based analysis of two parallel trends in modern healthcare systems and their competing and conflicting logics: standardization and customization. This commentary further discusses the challenge of treatment decision-making in times of evidence-based medicine (EBM), shared decision-making and personalized medicine. From the perspective of systems theory, we propose the concept of individualized standardization as a solution to the problem. According to this concept, standardization is conceptualized as a guiding framework leaving room for individualization in the patient physician interaction. The theoretical background is the concept of context management according to systems theory. Moreover, the comment suggests multidisciplinary teams as a possible solution for the integration of standardization and individualization, using the example of multidisciplinary tumor conferences and highlighting its limitations. The comment also supports the authors' statement of the patient as co-producer and introduces the idea that the competing logics of standardization and individualization are a matter of perspective on macro, meso and micro levels. © 2018 The Author(s); Published by Kerman University of Medical Sciences. This is an open-access article distributed under the terms of the Creative Commons Attribution License (http://creativecommons.org/licenses/by/4.0), which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
Hogg, William; Kendall, Claire; Muggah, Elizabeth; Mayo-Bruinsma, Liesha; Ziebell, Laura
Abstract Problem addressed A key priority in primary health care research is determining how to ensure the advancement of new family physician clinician investigators (FP-CIs). However, there is little consensus on what expectations should be implemented for new investigators to ensure the successful and timely acquisition of independent salary support. Objective of program Support new FP-CIs to maximize early career research success. Program description This program description aims to summarize the administrative and financial support provided by the C.T. Lamont Primary Health Care Research Centre in Ottawa, Ont, to early career FP-CIs; delineate career expectations; and describe the results in terms of research productivity on the part of new FP-CIs. Conclusion Family physician CI’s achieved a high level of research productivity during their first 5 years, but most did not secure external salary support. It might be unrealistic to expect new FP-CIs to be self-financing by the end of 5 years. This is a career-development program, and supporting new career FP-CIs requires a long-term investment. This understanding is critical to fostering and strengthening sustainable primary care research programs. PMID:24522688
Meyer, Christopher; Schwager, Andre
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.
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...
Nilda Catalina, Tañski
Full Text Available The marketing relationship finds similarities with the concept of cooperative bargaining, the purpose of this is to find solutions to mutual gains with long-term vision. Within this approach, we sought to build an integrative model of relationship marketing and negotiation in the relationship between service providers, health operators and final customers in the health plan market in Brazil, this relationship is complex, full of conflicts and stagnation. It was first used, first, as an exploratory research of direct observation of the phenomenon referred to relationship marketing, trading and health insurance to increase employment opportunities. Then, the method of data collection was in that environment through online questionnaires using the survey method, in the representative sector. The type of sample used, where n = 217 and the confidence level was 95%, not intentional probabilistic. In the final, it was concluded that the initially proposed model was fully accepted, taking into account the choice of methodology, then achieving the main objective of this study.
Lung transplantation for idiopathic pulmonary arterial hypertension on intraoperative and postoperatively prolonged extracorporeal membrane oxygenation provides optimally controlled reperfusion and excellent outcome.
Moser, Bernhard; Jaksch, Peter; Taghavi, Shahrokh; Muraközy, Gabriella; Lang, Georg; Hager, Helmut; Krenn, Claus; Roth, Georg; Faybik, Peter; Bacher, Andreas; Aigner, Clemens; Matilla, José R; Hoetzenecker, Konrad; Hacker, Philipp; Lang, Irene; Klepetko, Walter
Lung transplantation for idiopathic pulmonary arterial hypertension has the highest reported postoperative mortality of all indications. Reasons lie in the complexity of treatment of these patients and the frequent occurrence of postoperative left ventricular failure. Transplantation on intraoperative extracorporeal membrane oxygenation support instead of cardiopulmonary bypass and even more the prolongation of extracorporeal membrane oxygenation into the postoperative period helps to overcome these problems. We reviewed our experience with this concept. All patients undergoing bilateral lung transplantation for idiopathic pulmonary arterial hypertension on intraoperative extracorporeal membrane oxygenation with or without prophylactic extracorporeal membrane oxygenation prolongation into the postoperative period between January 2000 and December 2014 were retrospectively analysed. Forty-one patients entered the study. Venoarterial extracorporeal membrane oxygenation support was prolonged into the postoperative period for a median of 2.5 days (range 1-40). Ninety-day, 1-, 3- and 5-year survival rates for the patient collective were 92.7%, 90.2%, 87.4% and 87.4%, respectively. When compared with 31 patients with idiopathic pulmonary arterial hypertension transplanted in the same period of time without prolongation of extracorporeal membrane oxygenation into the postoperative period, the results compared favourably (83.9%, 77.4%, 77.4%, and 77.4%; P = 0.189). Furthermore, these results are among the best results ever reported for this particularly difficult patient population. Bilateral lung transplantation for idiopathic pulmonary arterial hypertension with intraoperative venoarterial extracorporeal membrane oxygenation support seems to provide superior outcome compared with the results reported about the use of cardiopulmonary bypass. Prophylactic prolongation of venoarterial extracorporeal membrane oxygenation into the early postoperative period provides
Laura J. Ax-Fultz
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.
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.
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...
Gemme, E M
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.
Jørgensen, Kaj Asbjørn; Brunø, Thomas Ditlev; Taps, Stig B.
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....
van Triest, S.; van Raaij, E.M.; Bun, M.; Vernooij, M.
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
van Triest, S.; Bun, M.J.G.; van Raaij, E.M.; Vernooij, M.J.A.
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
Rao, S K; Shenbaga, S
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.
Ph.H.B.F. Franses (Philip Hans); P.C. Verhoef (Peter); J.C. Hoekstra (Janny)
textabstractThe authors examine the effect of relational constructs (e.g., satisfaction, trust, and affective and calculative commitment) on customer referrals and the number of services purchased, as well as the moderating effect of age of the relationship on these relationships. The research
Otani, Koichiro; Waterman, Brian; Faulkner, Kelly M; Boslaugh, Sarah; Burroughs, Thomas E; Dunagan, W Claiborne
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.
Barbuceanu, Mihai; Fox, Mark S.; Hong, Lei; Lallement, Yannick; Zhang, Zhongdong
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...
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.
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
Microsoft's Visual Basic (VB) and Borland's Delphi provide an extremely robust programming environment for delivering multimedia solutions for interactive kiosks, games and titles. Their object oriented use of standard and custom controls enable a user to build extremely powerful applications. A multipurpose, database enabled programming environment that can provide an event driven interface functions as a multimedia kernel. This kernel can provide a variety of authoring solutions (e.g. a timeline based model similar to Macromedia Director or a node authoring model similar to Icon Author). At the heart of the kernel is a set of low level multimedia components providing object oriented interfaces for graphics, audio, video and imaging. Data preparation tools (e.g., layout, palette and Sprite Editors) could be built to manage the media database. The flexible interface for VB allows the construction of an infinite number of user models. The proliferation of these models within a popular, easy to use environment will allow the vast developer segment of 'producer' types to bring their ideas to the market. This is the key to building exciting, content rich multimedia solutions. Microsoft's VB and Borland's Delphi environments combined with multimedia components enable these possibilities.
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)
G.S. Yip (George)
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.
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
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.
Holman, J P
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
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
Reis, Dayr; Peña, Leticia
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...
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
Eliscu, A T
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.
Full Text Available The aim of this research was to study the factors affecting productivity of sport places and spacesin the city of Tehran in the field of customer-orientation. The methodology of the study wasdescriptive-survey that was conducted as a field-study. The research population included expertsand managers of sports places and spaces in Tehran; and the sample consisted of 40 managersand experts. The sampling method was non-random. The measure was a researcher-madequestionnaire with 45 items and 7-point Likert scale that its validity was approved by 13 experts.Cronbach's Alpha was used to determine its reliability which was α = 0.87. The descriptivestatistics was used to describe the examinees status in terms of education; age; and sex. FriedmanTest was applied to prioritize the factors affecting productivity of the sports areas in the field ofcustomer-orientation. The results showed that in customer orientation field; cross-relation andinteraction of managers with the community places highest priority (5/80 and type ofapplication (athletic; educational and entertaining has the lowest priority (4/80. The findingscould play an important role in satisfying users of sporting spaces (as a most-user field in thecity.
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...
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.
Residential, commercial, and industrial customers each account for roughly one-third of the nation’s electricity use. The transportation sector also accounts for a small fraction of electricity, although it could increase.
A.F. Gabor (Adriana); Y. Guang (Yang); S. Axsäter (Sven)
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
Lindgren, Peter; Jørgensen, Jacob Høj; Goduscheit, René Chester
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...
Vukmir, Rade B
This paper seeks to present an analysis of the literature examining objective information concerning the subject of customer service, as it applies to the current medical practice. Hopefully, this information will be synthesized to generate a cogent approach to correlate customer service with quality. Articles were obtained by an English language search of MEDLINE from January 1976 to July 2005. This computerized search was supplemented with literature from the author's personal collection of peer-reviewed articles on customer service in a medical setting. This information was presented in a qualitative fashion. There is a significant lack of objective data correlating customer service objectives, patient satisfaction and quality of care. Patients present predominantly for the convenience of emergency department care. Specifics of satisfaction are directed to the timing, and amount of "caring". Demographic correlates including symptom presentation, practice style, location and physician issues directly impact on satisfaction. It is most helpful to develop a productive plan for the "difficult patient", emphasizing communication and empathy. Profiling of the customer satisfaction experience is best accomplished by examining the specifics of satisfaction, nature of the ED patient, demographic profile, symptom presentation and physician interventions emphasizing communication--especially with the difficult patient. The current emergency medicine customer service dilemmas are a complex interaction of both patient and physician factors specifically targeting both efficiency and patient satisfaction. Awareness of these issues particular to the emergency patient can help to maximize efficiency, minimize subsequent medicolegal risk and improve patient care if a tailored management plan is formulated.
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
Dhar, Ravi; Glazer, Rashi
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.
MELNIC Elena Lidia
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.
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.
S. van Triest (Sander); M.J.G. Bun (Maurice); E.M. van Raaij (Erik); M.J.A. Vernooij (Maarten)
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
Ebubeogu Amarachukwu Felix
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.
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.
Eskildsen, Jacob Kjær; Kristensen, Kai
& Westlund, 2003) as well as the structure of the framework (Eskildsen et al., 2004). We know however very little about how the structure of the individual markets with respect to, for instance, how the transparency of products and services affects customer satisfaction. The aim of this article is to analyze...... the effect of the transparency of products and services on customer satisfaction with respect to Danish mobile phone companies, banks and supermarkets from 2004 based on the authors' experiences from the various analyses conducted within the EPSI rating initiative....
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.
Dr. vildan ateş
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...
Luk, Wayne; Pocek, Ken
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.
Kilara, Tanaya; Rhyne, Elisabeth
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...
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
Get the most out of Excel 2010 with Excel 2010 Made Simple - learn the key features, understand what's new, and utilize dozens of time-saving tips and tricks to get your job done. Over 500 screen visuals and clear-cut instructions guide you through the features of Excel 2010, from formulas and charts to navigating around a worksheet and understanding Visual Basic for Applications (VBA) and macros. Excel 2010 Made Simple takes a practical and highly effective approach to using Excel 2010, showing you the best way to complete your most common spreadsheet tasks. You'll learn how to input, format,
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
Billo, E. Joseph
..., 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...
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.
The author feels that the benefit of the experience and programmatic resources it has developed since passage of the Nuclear Waste Policy Act in 1982 and of the sound and flexible policy framework provided by the amendments, DOE is confident that program objectives can be met on a schedule that balances the needs for technical excellence, institutional openness, and timely acceptance. As the program evolves, DOE will continue to assess how effectively policies are serving program objectives. The need for flexibility in developing a first-of-a-kind system is essential. But flexibility does not alter the need for program stability, which, in turn, requires a commonly shared commitment to realizing the program's goals. This commitment must rest upon a pragmatic understanding of the realities of waste-management system development
Holm, Morten; Kumar, V.; Rohde, Carsten
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...
Oliveira, Tânia; Alturas, Bráulio
The increase of competitiveness amongst Mozambican financial institutions has led them to dedicate a considerable degree of attention to the quality of the services provided to the client. However, the focus of the Administration in defining strategic objectives and realizing bold commercial plans, often delegates the quality of internal services, between departments, namely the client-internal provider relations to the background. This article discusses an emerging subject in the organizatio...
This case study deals with the extension, customization, and profitability of two new product lines of a bicycle manufacturer. It can serve both as a discussion basis in class as well as an exam for advanced Master students in management, marketing, and ccounting. The case illustrates how variance...... application of financial analysis can lead to dysfunctional decisions that run counter to a company’s business model....
Please note that the French Customs (initially located in Building 904, Prévessin) are now located in Ferney-Voltaire (FR): Mrs Catherine NEUVILLE Douane de Ferney-Voltaire Rue de Genève F – 01210 Ferney-Voltaire Phone : 33 4 50 40 51 42 Email : firstname.lastname@example.org Tom Wegelius Tel: 79947 Logistics and Site Services
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
Clark, Aaron C.
So what does it take to achieve excellence in STEM education? That is the title of the author's presentation delivered at International Technology and Engineering Educators Association's (ITEEA's) FTEE "Spirit of Excellence" Breakfast on March 16, 2012, in Long Beach, California. In preparation for this presentation, the author went back and read…
Laloo, Jalal Z. A.; Laloo, Nassirah; Rhyman, Lydia; Ramasami, Ponnadurai
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.
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.
Langenberger, J.; Hummel, W.
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)
Beginning Microsoft Excel 2010 is a practical, step-by-step guide to getting started with the world's most widely used spreadsheet application. The book offers a hands-on approach to learning how to create and edit spreadsheets, use various calculation formulas, employ charts/graphs, and get work done efficiently. Microsoft is rolling out several new features with Excel 2010 - perhaps the most notable is the ability to use Excel 2010 online and this collaborate on a project in real time. Beginning Microsoft Office 2010 keeps you up-to-date with all of these new features and more. What you'll l
Every time you turn around, you run into Excel. It's on yourPC at work. It's on your PC at home. You get Excel files fromyour boss. Wouldn't you like to understand this powerfulMicrosoft Office spreadsheet program, once and for all? Now, youcan crunch financial data, add sparkle to presentations, convertstatic lists of numbers into impressive charts, and discover whatall the shouting's about regarding databases, formulas, andcells. You may even decide that getting organized with a goodspreadsheet is downright useful and fun! Flip open Excel 2003 For Dummies, and you'llquickly start getting th
With guidance and assistance from the Institute of Nuclear Power Operations (INPO), nuclear utilities are striving for excellence by making steady improvements in industry performance indicators. Duke Power Company has solidly committed to support the industry's effort to obtain higher standards of excellence. Dedicated, highly trained employees, who are motivated to making it happen, carry out this commitment within a management framework which includes: 1) top management support and direct involvement; 2) a strategy to achieve excellence over the long run; 3) a nuclear management priority structure; and 4) a goals program
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
Masrom Nor Ratna binti
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.
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…
dia and develop new areas of research in their perspective laborato- ries. A staunch ... Her unique quality for allowing individual scientific tal- ents to bloom, in ... of excellence in sci- ence, Dr Ranadive made an indelible impression on my mind.
Hattke, Fabian; Blaschke, Steffen
Purpose: - The purpose of this paper is to evaluate the influence of top management team diversity on academic excellence in universities. Academic excellence is conceptualized as successfully gaining funds for inter-organizational research collaborations, interdisciplinary graduate schools......, and high ranked scientific reputation. Design/methodology/approach: -The study applies upper echelon theory to universities. Three hypotheses are developed: 1) (Overall) top management team heterogeneity is positively associated with successful funding of excellence clusters, 2) (Overall) top management...... no significant effects. Besides top management team composition, we find that a high number of faculties and a broad inclusion of internal status groups (students, tenured faculty, academic and administrative staff) and external stakeholders in decision making processes may enhance academic excellence...
Structured Abstract Purpose: Sustainable Enterprise Excellence (SEE) is defined and developed through integration and expansion of business excellence modeling and sustainability thought. The intent is to enable simple yet reliable enterprise assessment of triple bottom line (TBL) performance...... and produce actionable enterprise foresight that can enable next best practices and sources of sustainable competitive advantage through innovation. Methodology: Key elements of SEE are identified from various business excellence and sustainability reporting sources, including the Global Reporting Initiative...... assessment approach similar in structure to those behind established excellence awards are developed that enable enterprise assessment of progress toward SEE. The resulting assessment is delivered in a highly consumable, combined narrative and graphic format referred to as a SEE NEWS Report. Practical...
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
Mehdi Abzari; Mohammadreza Dalvi
AbstractToday, In order to create motivation and desirable behavior in employees, to obtain organizational goals,to increase human resources productivity and finally to achieve organizational excellence, top managers oforganizations apply new and effective strategies. One of these strategies to achieve organizational excellenceis creating desirable corporate culture. This research has been conducted to identify the path to reachorganizational excellence by creating corporate culture according...
Lemon, Katherine N.; Verhoef, Peter C.
Understanding customer experience and the customer journey over time is critical for firms. Customers now interact with firms through myriad touch points in multiple channels and media, and customer experiences are more social in nature. These changes require firms to integrate multiple business
Customer 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...
Pierce, A.R.; Martin, M.G.; Wagner, V.E.
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
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
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…
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.
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...
Full text: Nuclear organizations now wishing to become much more effective as an organization require further advice and specific guidance, drawn from validated international best practices in the development and implementation of Knowledge Management in the context of the organization’s management system. Therefore the IAEA Nuclear Knowledge Management Section is developing an approach for implementing Knowledge Management in the context of a management system. What looks like excellence today, may not be tomorrow. Best-in-class competitors, technology, and management paradigms all evolve. Second, true Operational Excellence manifests itself through integrated performance across revenue, cost, and risk. (author
Mangin, A.M.; Solymossy, J.M.
Operating a nuclear power plant is a uniquely challenging activity, requiring a high degree of competence from all who are involved. Achieving and maintaining this competence requires excellence in training. But what does excellence mean, and how do we achieve it. Based on the experience gained by INPO in plant training evaluations and accreditation activities, this paper describes some of the actions that can be taken to achieve the quality appropriate for nuclear power plant training. These actions are discussed in relation to the four phases of a performance-based training system: (1) needs analysis, (2) program design and development, (3) implementation, and (4) evaluation and improvement
Yen-Chung Liu; Yen-Liang Chen
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...
Favaretti, Carlo; De Pieri, Paolo; Torri, Emanuele; Guarrera, Giovanni; Fontana, Fabrizio; Debiasi, Franco; Flor, Luciano
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.
Simon, Daniel H.; Gomez, Miguel I.
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...
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
Suggests that when the university devotes itself to "excellence," it substitutes, for a vision of what should be taught, a contentless measure, a bureaucratic concept that extends the range of managerial control without presuming to make judgments about content. Suggests that English departments should try to design sequences of courses that are…
A.A.J. van Peet; H.A. Everaert
In KG-18 hebben we verschillende grafieken laten zien. Een veel gebruikte grafische figuur in de statistiek is de zogenaamde boxplot. Weliswaar wordt deze niet vermeld bij de standaard keuzemogelijkheden onder de Wizard Grafieken, toch is het mogelijk om deze figuur met behulp van Excel te tekenen.
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
Talley, Mary; Axelroth, Joan
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)
Milatz, H.; Soeters, R.
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
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...
Biemel, Friedhelm W.; Henseler, Jörg; Meyer, Jorn-Axel
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
College Students Understanding of Production Management and Master Production Schedule through Using a Real World Tool, Complimented with Company Tours and In- Class Visits, Provides an Excellent Learning Experience at Farmingdale State College
Jill Anne O'Sullivan
goods through the entire manufacturing cycle from the requisitioning of raw material to the delivery of finished products. (APICS Dictionary 13th Edition The Master Production Schedule is often a major component of Sales and Operations Management. The purpose of the Master Schedule is to translate the Sales forecast into a Production Plan that must be executed by the organization. The Master Schedule is the demand side of the equation and must represent the customers' needs. In this way the Master Scheduler can give manufacturing its best chance for success. Master Production Schedule (MPS: The MPS should be closely aligned with the Sales Forecast. Students enter a Sales Forecast into the system similar to what they have seen at the companies. Students see how it is the liaison between the Sales Forecast and a production work order. Its function is to translate the Sales Forecast into a viable production schedule that supports the customer requirements, while taking into account shop floor constraints. The MPS must support the Sales Forecast and customer demand. Students learn the importance of this in their lab assignments. They identify and enter shop floor resources. Students learn that companies should never chase supply they should chase demand and manage supply. Supply can mean, purchased parts, and externally produced parts, internally made items, internal machine or labor constraints. The student's comprehension of this topic, concept and knowledge is significantly enhanced due to the tours to local manufacturers and the individuals that come into the class to discuss these functional areas and the processes they perform in their organizations.  J. O'Sullivan and G. Caiola, Enterprise Resource Planning a Transitional Approach from the Classroom to the Business World, The McGraw-Hill Companies, 2008.
Hassan Abbas Dost Mohamad; Mohd Shukri Ab Yazid; Ali Khatibi; S. M. Ferdous Azam
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...
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.
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
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)...
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? .
Hardjanti, Adiati; Amalia, Dinna
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...
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
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…
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…
Mukhiddin Jumaev; Prof. Dr. Dileep Kumar. M.; Jalal R. M. Hanaysha
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...
Homo, Julien; Dupuch, Laëtitia; Benbrahim, Allel; Grabar, Natalia; Dupuch, Marie
Within the biomedical area over one hundred terminologies exist and are merged in the Unified Medical Language System Metathesaurus, which gives over 1 million concepts. When such huge terminological resources are available, the users must deal with them and specifically they must deal with irrelevant parts of these terminologies. We propose to exploit seed terms and semantic distance algorithms in order to customize the terminologies and to limit within them a semantically homogeneous space. An evaluation performed by a medical expert indicates that the proposed approach is relevant for the customization of terminologies and that the extracted terms are mostly relevant to the seeds. It also indicates that different algorithms provide with similar or identical results within a given terminology. The difference is due to the terminologies exploited. A special attention must be paid to the definition of optimal association between the semantic similarity algorithms and the thresholds specific to a given terminology.
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...
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...
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 ...
DeJong, Douglas J
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.
... OFFICE OF PERSONNEL MANAGEMENT Submission for Review: Customer Satisfaction Surveys, OMB Control... customers to evaluate our performance in providing services. Customer satisfaction surveys are valuable... surveys. Only those surveys relating specifically to customer satisfaction will be associated with OMB...
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
Montolalu, Marcelitha T.
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...
Anderson, J C; Narus, J A
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.
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...
Pivirotto, D. S.
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.
Sri Setyo Iriani
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.
Lasser, Susan J.S.; Snelsire, Robert W.
This paper describes the first two years of the Clemson University College of Engineering's Math Excellence Workshop, a program administered by Westinghouse Electric Corporation, Savannah River Site, and funded by the Department of Energy. The objective of the program is to prepare minority students for technical/scientific study, with the goal of increasing minority retention in the College of Engineering, Twenty-three African American students, all of whom had been accepted into the College of Engineering Fall 1990 freshman class, took part in the first year of the program. The contract paid for room, board, tuition, fees, books, and supplies for the students to live on campus and take a precalculus math course. In addition, the students attended a special honors workshop designed to prepare them to study technical material effectively. Twenty of the 23 students earned As or Bs in the precalculus class. All participants indicated that they felt confident of their ability to succeed academically at Clemson. At the end of the session, twenty of the students were still planning to major in engineering. The program was repeated the following summer with 24 students from the 1991 freshman class. Twelve of the students earned A's or B's in the precalculus class. (author)
Lasser, Susan J.S.; Snelsire, Robert W [College of Engineering, Clemson University, Clemson, SC (United States)
This paper describes the first two years of the Clemson University College of Engineering's Math Excellence Workshop, a program administered by Westinghouse Electric Corporation, Savannah River Site, and funded by the Department of Energy. The objective of the program is to prepare minority students for technical/scientific study, with the goal of increasing minority retention in the College of Engineering, Twenty-three African American students, all of whom had been accepted into the College of Engineering Fall 1990 freshman class, took part in the first year of the program. The contract paid for room, board, tuition, fees, books, and supplies for the students to live on campus and take a precalculus math course. In addition, the students attended a special honors workshop designed to prepare them to study technical material effectively. Twenty of the 23 students earned As or Bs in the precalculus class. All participants indicated that they felt confident of their ability to succeed academically at Clemson. At the end of the session, twenty of the students were still planning to major in engineering. The program was repeated the following summer with 24 students from the 1991 freshman class. Twelve of the students earned A's or B's in the precalculus class. (author)
Mishra, Dr. Lalita
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...
Ellman, A.; Wendrich, Robert E.; Tiainen, T.
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
Jamil, Jastini Mohd; Nawawi, Mohd Kamal Mohd; Ramli, Razamin
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.
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.
Khwannimit, Bodin; Bhurayanontachai, Rungsun
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.
This study was conducted to determine the effect Benefits of Customer Relationship Management and Customer satisfation to Customer Loyalty in Customers Matahari Department Store. Customer relationship management (CRM) is part of a marketing strategy to get satisfaction and increase customer loyalty. CRM and customer satisfaction can encourage customer loyalty where customers do not easily switch to other companies. The population is all customers Matahari Department Store, and the sample are ...
The 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...
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...
Schiele, Holger; Veldman, Jasper; Hüttinger, L.
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 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...
De Levie, Robert
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
Nielsen, Kjeld; Brunø, Thomas Ditlev; Jørgensen, Kaj Asbjørn
A recent survey has indicated that 17 % of companies have ceased mass customizing less than 1 year after initiating the effort. This paper presents measurement for a company’s mass customization performance, utilizing metrics within the three fundamental capabilities: robust process design, choice...... navigation, and solution space development. A mass customizer when assessing performance with these metrics can identify within which areas improvement would increase competitiveness the most and enable more efficient transition to mass customization....
manigeh Bahrainizadeh; Leila Tavasoli
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 ...
Małgorzata Lisińska-Kuśnierz; Teresa Gajewska
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...
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
Jochem Vonk; dr Marco Comuzzi; dr. Samuil Angelov
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
Comuzzi, M.; Angelov, S.A.; Vonk, J.; Ralyté, J,; Franch, X.; Brinkkemper, S.; Wrycza, S.
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
... 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...
... 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...
Does, R.J.M.M.; van den Heuvel, J.; Foley, K.J.; Hermel, P.
Healthcare, as any other service operation, requires systematic innovation efforts to remain competitive, cost efficient and up to date. In this paper, we outline a methodology and present how principles of two improvement programs, i.e., Lean Thinking and Six Sigma, can be combined to provide an
Petersen, Thomas Ditlev; Jørgensen, Kaj Asbjørn; Nielsen, Kjeld
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...
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.
Bradford T. Hudson, Ph.D.
Despite the attention paid to quality management over the past three decades, service quality has not improved. Problems with service are prevalent throughout the economy, but they are especially notable in the hospitality sector. This conceptual article offers a brief history of the quality movements in manufacturing and services, and provides two brief case studies from the hospitality industry. The author concludes that the financial analysis of quality failures should be embedded within c...
Full Text Available One of the most important strategic issues for any enterprise is to create and deliver superior value for its customers and provide enough evidences to convince them not to choose another competitive. In this study, we study the effects of customer value, customer satisfaction and customer loyalty on customer retention. The results indicate that all aspects of the customer value have positive relationships with customer satisfaction but only emotional value has a positive and direct relationship with customer loyalty. The study confirms that while none of customer value aspects has direct and positive relationship with customer retention, both customer satisfaction and customer loyalty positively and directly affect customer retention.
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...
Dologite, Kimberly A; Willner, Kathleen C; Klepeiss, Debra J; York, Susan A; Cericola, Lisa M
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.
We take it for granted, but without it we perish and if we continue to abuse it, it may kill us in the end. This fascinating text provides an understanding and appreciation of the role that air plays in our environment and its importance in relation to human life and technology. Aimed at those who are scientifically curious but who have no specialist training, it contains no mathematical equations and relies upon the qualitative descriptions and analogies to explain the more technical parts of the text together with simple home experiments to illustrate a range of air-based phenomena. Liberall
Bradford T. Hudson, Ph.D.
Full Text Available Despite the attention paid to quality management over the past three decades, service quality has not improved. Problems with service are prevalent throughout the economy, but they are especially notable in the hospitality sector. This conceptual article offers a brief history of the quality movements in manufacturing and services, and provides two brief case studies from the hospitality industry. The author concludes that the financial analysis of quality failures should be embedded within courses in services marketing or service management, and that service experts should collaborate more closely with colleagues in finance and accounting.
Jurel, Sunit Kumar; Talwar, Naina; Chand, Pooran; Singh, Raghuwar D; Gupta, Durga Shanker
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.
Microsoft Excel 2011 for Mac OS X is a powerful application, but many of its most impressive features can be difficult to find. Learn Excel 2011 for Mac by Guy Hart-Davis is a practical, hands-on approach to learning all of the details of Excel 2011 in order to get work done efficiently on Mac OS X. From using formulas and functions to creating databases, from analyzing data to automating tasks, you'll learn everything you need to know to put this powerful application to use for a variety of tasks. What you'll learn * The secrets of the Excel for Mac interface! * How to create effective workbo
Nelson, Stephen L
Harness the power of Excel to discover what your numbers are hiding Excel Data Analysis For Dummies, 2nd Edition is the ultimate guide to getting the most out of your data. Veteran Dummies author Stephen L. Nelson guides you through the basic and not-so-basic features of Excel to help you discover the gems hidden in your rough data. From input, to analysis, to visualization, the book walks you through the steps that lead to superior data analysis. Excel is the number-one spreadsheet application, with ever-expanding capabilities. If you're only using it to balance the books, you're missing out
Uddin, Zaheer; Ahsanuddin, Muhammad; Khan, Danish Ahmed
Excel is both ubiquitous and easily understandable. Most people from every walk of life know how to use MS office and Excel spreadsheets. Students are also familiar with spreadsheets. Most students know how to use spreadsheets for data analysis. Besides basic use of Excel, some important aspects of spreadsheets are highlighted in this article. MS Excel can be used to visualize effects of various parameters in a physical system. It can be used as a simulating tool; simulation of wind data has been done through spreadsheets in this study. Examples of Lissajous figures and a damped harmonic oscillator are presented in this article.
His Excellency Mr Farukh Amil Ambassador Extraordinary and Plenipotentiary Permanent Representative of the Islamic Republic of Pakistan to the United Nations Office and other international organisations in Geneva
Baum, E B; Boneh, D; Garrett, C
We analyze the performance of a genetic algorithm (GA) we call Culling, and a variety of other algorithms, on a problem we refer to as the Additive Search Problem (ASP). We show that the problem of learning the Ising perceptron is reducible to a noisy version of ASP. Noisy ASP is the first problem we are aware of where a genetic-type algorithm bests all known competitors. We generalize ASP to k-ASP to study whether GAs will achieve "implicit parallelism" in a problem with many more schemata. GAs fail to achieve this implicit parallelism, but we describe an algorithm we call Explicitly Parallel Search that succeeds. We also compute the optimal culling point for selective breeding, which turns out to be independent of the fitness function or the population distribution. We also analyze a mean field theoretic algorithm performing similarly to Culling on many problems. These results provide insight into when and how GAs can beat competing methods.
Lamarche, M.; Guillot, M.; Monier, M.
To improve the overall availability factor of nuclear power plants you have to cut either the forced outage role and the planned outage time or you need to reduce simultaneously the failures and the efforts devoted to avoiding them. Among other results, this goal leads to a decrease in the number of real or anticipated problems. Electricite de France policy, in this matter, is to focus on decreasing the compoents' maintenance needs through a comprehensive modification program, targeted to eliminating the weak points as revealed by the operation. Thereby one may reach, for simple equipment, a nearly maintenance-free condition in which the only maintenance needed is surveillance, which provides assurance that everything is operating properly. A good example of this type of equipment is the family of static components, drums, and pipes whose corrective maintenance is almost nil when their initial condition is good
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.
Customized Internet services deliver news and selected research via e-mail, fax, Web browser, or their own software. Some are clipping services while others are full-fledged online newspapers. Most charge a monthly subscription fee, but a few are free to registered users. Provides the addresses, cost, scope, and evaluation of eight services. (PEN)
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 ...
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.
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.
Morton, C. R.
Customer experiences and expectations from competition and cogeneration in the power industry were reviewed by Charles Morton, Director of Energy at CPC International, by describing Casco's decision to get into cogeneration in the early 1990s in three small corn milling plants in Cardinal, London and Port Colborne, Ontario, mainly as result of the threat of a 40 per cent increase in power prices. He stressed that cost competitiveness of cogeneration is entirely site-specific, but it is generally more attractive in larger facilities that operate 24 hours a day, where grid power is expensive or unreliable. Because it is reliable, cogeneration holds out the prospect of increased production-up time, as well as offering a hedge against higher energy costs, reducing the company's variable costs when incoming revenues fall short of costs, and providing an additional tool in head-to-head competition
Vinayak S Gowda
Full Text Available Dental implants with their increasing success rates and predictability of final outcome are fast becoming the treatment of choice for replacing missing teeth. Considering the success of immediate implant placement in reducing tissue loss and achieving good esthetic results, is making it a more popular treatment modality in implant dentistry. Understanding the management of gingival tissues in relation to implants to obtain maximum esthetics is of utmost importance. The use of provisional abutments and immediate temporization has a proven track record of their ability to produce optimal esthetics and to guide the tissue response during the healing phase. With careful patient selection and execution, customized healing abutments can provide an effective method to enhance the esthetic and emergence profile for anterior implant restorations.
Demmer, R.; Hawk, R.
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
Sturm, Arthur C
How does customer loyalty grow? Through good customer experiences. Yet some organizations seem to genuinely fail to understand that they can keep or lose a customer in the proverbial blink of an eye. And in this era of increasing customer demands across all industries, it's important that healthcare financial managers understand the correlation between customer loyalty and customer experience.
Alimuddin Rizal Rivai
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.
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
Selden, Larry; MacMillan, Ian C
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.
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.
Goffin, Keith; Varnes, Claus; van der Hoven, Chris
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...
A review of four aspects of the Gas and Fuel Corporation of Victoria's study of customer satisfaction covers: (1) corporate goals to meet its responsibility as a public utility and operate as a successful marketing organization, (2) the history of customer satisfaction research by GFC, (3) measurements of customer satisfaction through expectations research, and (4) case studies involving domestic appliance maintenance and gas mains renewal. Continuous validation of GFC's policies and procedures is the basis for future growth and success. 3 tables.
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
ARS-Media for Excel is an ion solution calculator that uses Microsoft Excel to generate recipes of salts for complex ion mixtures specified by the user. Generating salt combinations (recipes) that result in pre-specified target ion values is a linear programming problem. Thus, the recipes are genera...
Jørgensen, Kaj Asbjørn
, 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...
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
Rafaeli, Anat; Erez, Amir; Ravid, Shy; Derfler-Rozin, Rellie; Treister, Dorit Efrat; Scheyer, Ravit
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.
Pollock, E K
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.
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...
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
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
Münster, Marie; Møller Andersen, Frits; Meza, Maria Josefina Figueroa
This chapter focuses on the challenge of motivating energy service customers to make best use of available smart technologies. This can be done through economic incentives, but also through information and education, regulation and reorganisation, and by improving services or customer comfort...
Mygind, Anna; Espersen, Sacha; Nørgaard, Lotte Stig
were not sufficiently assessed at the counter (n = 55, 65%), and that their latest encounter with an immigrant customer was less satisfactory than a similar encounter with an ethnic Danish customer (n = 48, 57%) (significantly more pharmacists than assistants: odds ratio, OR, 3.19; 95% confidence...
Full Text Available The management of a regional customs directorate is analyzed. A new approach of the managerial system, in the European integration context, is presented. The customs system is one of the first “doors” to a new economic, social and cultural community. For
Zoe Paget is the customer services manager at YourVets. Her role includes managing the company's call centre, social media marketing, working with the marketing department to develop customer care initiatives and reporting service levels to the company's directors. British Veterinary Association.
Day, Linda; Sutton-Spence, Rachel
Research presented here describes the sign names and the customs of name allocation within the British Deaf community. While some aspects of British Sign Language sign names and British Deaf naming customs differ from those in most Western societies, there are many similarities. There are also similarities with other societies outside the more…
Get the basics of Excel and then go beyond with this new instructional visual guide While many users need Excel just to create simple worksheets, many businesses and professionals rely on the advanced features of Excel to handle things like database creation and data analysis. Whatever project you have in mind, this visual guide takes you step by step through what each step should look like. Veteran author Paul McFedries first presents the basics and then gradually takes it further with his coverage of designing worksheets, collaborating between worksheets, working with visual data
Lee, D.A.; Armitage, G.; Popple, R.T.; Carrigan, J.T.
The nuclear generation program at Ontario Hydro was initiated in the early 1960s. Over the last two decades the program has expanded to a planned capacity of ∼ 14,000 MW(electric) by 1992. Each of the nuclear stations consists of four identical reactor units and they range in size from 520 to 880 MW(electric). The overall objectives of Ontario Hydro's radiation protection program are stated as follows: (1) to prevent detrimental nonstochastic health effects to employees and the public; (2) to limit detrimental stochastic health effects occurring in employees or the public to levels as low as reasonably achievable (ALARA), social and economic factors being taken into account; and (3) to provide a level of health and safety that is as good as, or better than, comparable safe industries. Although many elements of the radiation protection program are similar to those adopted by other electrical utilities around the world, there are some unique features that have played an important part in the improvements achieved. These include: management commitment, design responsibility, radiation protection training, operations control, and work planning. The issues that need to be addressed in striving for overall excellence in radiological safety over the next decade are summarized
Full Text Available Customer loyalty - is a voluntary user solution for a long time to build relationships with the company. Loyalty is the user's desire for a long time to continue their relationship with a particular company, because loyal customers are those who purchase goods/services of the company from time to time. Loyalty can be treated as a customer desire, willingness to be a regular customer for a long time, buying and using the goods of the chosen companies by recommending them to friends and colleagues. Loyalty can be seen as a multi-dimension, covering behavioral and positional components, where positional aspect reflects customers' approach to business, while the behavioral dimension reveals a frequent and regular shopping, purchase quantity, size, range, availability, etc.
Full Text Available Market economy terms impose on modern companies the need to change their business relationships to customers. In this way has the term "customer relationship marketing", known as CRM, come into use. Customers are the most valuable asset of a company, and the wisdom and essence of CRM can be presented in two words - profitable and long-term. Modern customer is an individual. They are smart, informed, have great expectations and want only the best, and they can change their supplier by one click of the mouse. Every one of them is characterized by specific needs, and, in that sense the company must strive to satisfy them with the right offer at the right time and through the right channel. The aim of the company is to have loyal customers who will help the company make maximized profit and competitive advantage on the market.
Full Text Available In the advancement of hospitality industry, thus it is important for hotel sales and marketing to understand the customer behavior in order to create effective marketing. Factors that influence customer behavior as individuality consist of personal and interpersonal factors. Personal factors include the needs, wants, motivation, perception, learning, personality, lifestyle, and self-concept. Meanwhile, interpersonal factors come from culture and sub-culture, group references, customers through stages before deciding to purchase. Begin with the awareness about the needs, customers then find information about the product or service that could be used to solve the problems. After having the information, customers select the best product and service before deciding to purchase. After purchasing, the last stage is evaluation of product and service, whether it is satisfying or not.
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.
Verhoef, Peter C.; Lemon, Katherine N.; Parasuraman, A.; Roggeveen, Anne; Tsiros, Michael; Schlesinger, Leonard A.; Schlessinger, L.L.
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
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.
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...
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...
An excellent organization involves much more than the implementation and the certification of one or more models of management systems. It means developing techniques and tools of busin excellence which lead the organization to outstanding performance on quality, costs and deadlines in order to meet the expectations of all their stakeholders. Such an approach is needed especially in the context of an economy marked by globalization, extremely complex and dynamic that causes spectacular change...
Pandowo, Merinda; Pangemanan, Sifrid S.; Wattilete, Randy
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...
Full Text Available Customs control, is regulated by law in different countries. Different countries define through the law, the control of goods.. Main purpose of this paper is to analyze two types of customs controls, and their effect in reducing avoidance of duty or tax evasion which may be caused by the import of goods of certain companies. For this reason we researched which model is implemented in developing countries and what results were reached through questionnaires. In this sense the next research question, consists in defining the moment of customs control pre or post-clearance control of goods.
Robert Jacobson; Natalie Mizik
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...
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...
Romppanen, Maiju; Kellgren, Cecilia; Moradi, Ladan
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...
Jiwoong Shin; K. Sudhir; Dae-Hee Yoon
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...
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.
Sommer, Anita Friis; Steger-Jensen, Kenn
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....
In the summer and fall of 2009, the Idaho Transportation Department (ITD) commissioned a statewide customer satisfaction survey of Idaho residents in order to assess the overall level of satisfaction with several key areas of service provided by the ...
Social Security Administration — This dataset provides data at the national level for overall satisfaction of customers who have used one of the main methods for conducting business with the agency:...
Kiliccot, Sila [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States)
State of the large customers for demand response integration of solar and wind into electric grid; openADR; CAISO; DR as a pseudo generation; commercial and industrial DR strategies; California regulations
Ryborg Jørgensen, Thomas
Publikationens ambition er at udrede og give indblik i produktindustriens seneste udvikling med forretnings- og produktionsstrategien Mass Customization, og dermed en indgang til de muligheder og problemer der knytter sig til implementering af disse eller tilsvarende strategier i byggebranchen, og...
XU Xuanguo; LI Xiangyang
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.
Today, the competition among enterprises is growing in intensity and organizations of all types and sizes have increasingly come to understand the importance of customer satisfaction and good services. The purpose of this study is to investigate the present level of customer satisfaction with language training institutes and find out any possible areas of improvement. This thesis will discuss and analyze the factors that influence the customer’s level of satisfaction and assist the case compa...
Rosa Branca Esteves
This article is a first look at the dynamic effects of customer poaching in homogeneous product markets, where firms need to invest in advertising to generate awareness. When a firm can recognize customers with different past purchasing histories, it may send them targeted advertiseraents with different prices. It is shown that only the firm that advertises the highest price in the first period will engage in price discrimination, and that poaching clearly benefits the discriminating firm, Th...
A Customized Quantitative PCR MicroRNA Panel Provides a Technically Robust Context for Studying Neurodegenerative Disease Biomarkers and Indicates a High Correlation Between Cerebrospinal Fluid and Choroid Plexus MicroRNA Expression.
Wang, Wang-Xia; Fardo, David W; Jicha, Gregory A; Nelson, Peter T
MicroRNA (miRNA) expression varies in association with different tissue types and in diseases. Having been found in body fluids including blood and cerebrospinal fluid (CSF), miRNAs constitute potential biomarkers. CSF miRNAs have been proposed as biomarkers for neurodegenerative diseases; however, there is a lack of consensus about the best candidate miRNA biomarkers and there has been variability in results from different research centers, perhaps due to technical factors. Here, we sought to optimize technical parameters for CSF miRNA studies. We examined different RNA isolation methods and performed miRNA expression profiling with TaqMan® miRNA Arrays. More specifically, we developed a customized CSF-miRNA low-density array (TLDA) panel that contains 47 targets: miRNAs shown previously to be relevant to neurodegenerative disease, miRNAs that are abundant in CSF, data normalizers, and controls for potential blood and tissue contamination. The advantages of using this CSF-miRNA TLDA panel include specificity, sensitivity, fast processing and data analysis, and cost effectiveness. We optimized technical parameters for this assay. Further, the TLDA panel can be tailored to other specific purposes. We tested whether the profile of miRNAs in the CSF resembled miRNAs isolated from brain tissue (hippocampus or cerebellum), blood, or the choroid plexus. We found that the CSF miRNA expression profile most closely resembles that of choroid plexus tissue, underscoring the potential importance of choroid plexus-derived signaling through CSF miRNAs. In summary, the TLDA miRNA array panel will enable evaluation and discovery of CSF miRNA biomarkers and can potentially be utilized in clinical diagnosis and disease stage monitoring.
Maričić Branko R.
Full Text Available Customer satisfaction is important in business management as a basis for long-term profitability of a single line of products and services and the company as a whole. Customer satisfaction in modern market conditions is characterized by a large number of alternatives that can satisfy the same need or desire of consumers, and are a prerequisite for the retention, loyalty, and positive verbal communication between companies and vendors on one hand and consumers on the other. Companies are investing more and more investment and management efforts in improving customer satisfaction. Improving customer satisfaction and its measurement involves the taking of appropriate marketing strategies and tactics, as well as corrective measures. This paper presents the well-known attempts to measure customers' satisfaction at the macro and micro level of marketing analysis. The index of consumer satisfaction is an important indicator of achieved quality and market performance of companies and can be measured on a micro and macro level. National customer satisfaction indexes are useful framework for analyzing the competitiveness of national economies, industries and individual companies and are used for a variety of other aspects of observation and analysis. Standardization of consumer satisfaction indexes in different countries allows comparability of the data, giving a new quality of analysis in the era of globalization and internationalization of business.
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.
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.
Theadore, Jason C; O'Brien, Thaddeus J
Many organizations have the expectation that their employees will prepare for their own professional development without much support or guidance. To achieve operational excellence, development of the people in an organization is just as important as the development of technologies and processes. Ohio Health Ambulatory Division in Columbus, OH created a plan to develop its people systematically in three distinct pillars: management development, staff engagement, and clinical excellence. Much was learned about talent development since work began on "The People Plan", perhaps the most critical lesson learned has been the importance of not giving up on the effort.
Богдан Миколайович Головкін
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.
... 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...
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
Oksana Loginova; X. Henry Wang
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.
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...
Mandjes, M.R.H.; Timmer, J.
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
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
... 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...
Mandjes, M.R.H.; Timmer, Judith B.
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,
... 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...
... 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...
... 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...
Heikka, Eija-Liisa; Frandsen, Thomas; Hsuan, Juliana
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...
Rahmani, Zienolabedin; Ranjbar, Mansour; Gara, Ali Asgar Nadi; Gorji, Mohammad Ali Heidari
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.
Raises questions about the meaning, purpose and practice of contemporary leadership in relation to excellence, creativity and innovation, covering leadership qualities, the context and requirements of leadership, leadership at different stages of development, creativity and innovation, CEOs and top down leadership, entrepreneurship and shared leadership, leading the network organisation, shared and collective leadership, the role and contribution of boards, key questions for boards, leadershi...
Lyle, John W. B.
Conceptualizes excellence in sports performance and suggests that there is a failure to distinguish between community recreation and performance sports as well as lack of knowledge about talent identification. Proposes a structure for management and investment in education and training in the field. (SK)
Full Text Available An excellent organization involves much more than the implementation and the certification of one or more models of management systems. It means developing techniques and tools of busin excellence which lead the organization to outstanding performance on quality, costs and deadlines in order to meet the expectations of all their stakeholders. Such an approach is needed especially in the context of an economy marked by globalization, extremely complex and dynamic that causes spectacular changes in the business environment by integrating quality management principles on purpose to develop sustainable excellence. Not coincidentally, the new edition of the European excellence model EFQM integrates for the first time the principle "managing with agility“ with the principles: “developing organizational capability”, “harnessing creativity & innovation”, “adding value to the customer”, “sustaining outstanding results” for the organization and “creating a sustainable future”. Also, the new model for quality management system defined by the edition from 2015 of ISO 9000 standards , promotes the process-based approach, incorporating the cycle "Plan - Do − Check − Act" (PDCA and the risk-based thinking, focusing on organizational change and innovation, in order to ensure a sustainable performance in business. Noteworthy is the endeavor for the development of a high-level structure for all international standards for management systems, aiming to harmonize these standards to facilitate the implementation of integrated management systems (quality − environment − security − social responsibility.
Jan 18, 2009 ... The primary intended users of this study are IDRC program staffand the ... type of framework, and some parameters that anchor the concepts.” ... (e.g., the complex health care delivery system), we have little reason to ..... defines or views research excellence and related concepts such as rigor and impact;.
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...
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
Rodan, Ali; Fayyoumi, Ayham; Faris, Hossam; Alsakran, Jamal; Al-Kadi, Omar
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 ...
Van Vaerenbergh, Yves; Vermeir, Iris; Larivière, Bart
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...
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 ...
Smets, L.P.M.; Langerak, F.; Rijsdijk, S.A.
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
Knox, G.; van Oest, R.D.
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
Gerson, Richard F
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
PAUL OVIDIU HANDRO
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.  -  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
Anderson, James C; Narus, James A; van Rossum, Wouter
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.
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
Şimşek Gürsoy, Umman Tuğba
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...
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...
Dittrich, Yvonne; Vaucouleur, Sebastien
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...
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
Sucahyo, Martinus Wilman
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...
Skourlas, C.; Tsolakidis, A.; Kakoulidis, P.; Giannakopoulos, G.
The open source platform of DSpace could be defined as a repository application used to provide access to digital resources. DSpace is installed and used by more than 1000 organizations worldwide. A predefined taxonomy of keyword, called the Controlled Vocabulary, can be used for describing and accessing the information items stored in the repository. In this paper, we describe how the users can create, and customize their own vocabularies. Various heterogeneous items, such as research papers, videos, articles and educational material of the repository, can be indexed in order to provide advanced search functionality using new controlled vocabularies.
B.G.C. Dellaert (Benedict); S. Stremersch (Stefan)
textabstractIncreasingly, firms adopt mass customization, which allows consumers to customize products by self-selecting their most preferred composition of the product for a predefined set of modules. For example, PC vendors such as Dell allow customers to customize their PC by choosing the type of
For marketing and customer services researchers and professionals who are interested in customer contacts, customer satisfaction and loyalty issues. Contact centers are playing a pivotal role in customer services of the 21st century. Nevertheless, despite their growing importance and presence,
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.
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.
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.
Anson, L.W.; Spinney, R.W.
The achievement of excellence in safety of nuclear power plant operation is dependent in part upon establishment of a performance-based training program. Developing such a program can be a laborious, time-consuming, and very expensive effort. Conducting job and task analyses, designing course outlines from learning objectives, developing training materials, evaluating program effectiveness and managing the training process and program through the out-years will exhaust any utility's training budget and staff. Because the achievement of excellence implies that training become in part performance-based, the question arises of how best to attain quality training yet still maintain a reasonable budget and staff workload. The answer lies not just in contracting the support necessary but making use of all available resources - training staff, contractor personnel in INPO
Moi, Morten Benestad
This thesis studies the methods needed to create a web based application to remotely customize a CAD model. This includes customizing a CAD model by using a graphical user interface to be able to remotely control the inputs to- and outputs from the model in NX, and to get the result sent back to the user. Using CAD systems such as NX requires intensive training, is often a slow process and gives a lot of room for errors. An intuitive, simple user interface will eliminate the need for CAD trai...
Deborah O. Aka
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.
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.
Oroza Z E, Celiz; Saumell M, Lani; Versaci, R A; Bozzano, P B
The microstructure of Excel alloy was studied by optical and scanning electron microscopy. X-ray diffraction was used to analyze the present phases. Characteristic peaks of α-Zr (HCP), β-Zr (BCC) and δhydride (FCC) were identified. The high relatives intensities of certain peaks suggest that samples are textured. Basal poles were dominant in radial-longitudinal planes and prismatic poles have the highest concentration in radial-tangential planes (author)
Camilleri, Mark Anthony; Evans, Chris
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....
For marketing and customer services researchers and professionals who are interested in customer contacts, customer satisfaction and loyalty issues. Contact centers are playing a pivotal role in customer services of the 21st century. Nevertheless, despite their growing importance and presence, contact centers are increasingly becoming the center for customer frustration, and frequently associated with negative comments in the media. Therefore, this research explores the Emotional, Cognitive, ...
Mircea Andrei SCRIDON
In any industry, the first step to finding and creating profitable customers isdetermining what drives profitability. This leads to better prospecting andmore successful customer relationship management. Any company cansegment and profile their customer base to uncover those profit drivers usingthe knowledge of their customers, products, and markets. Or they can usedata-driven techniques to find natural clusters in their customer or prospectbase. Whatever the method, the process will lead to ...
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.
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.
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...
Binsar Kristian P., Feliks Anggia; Panjaitan, Hotman
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…
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.
The idea that students might be treated as customers triggers academics' antipathy, which in turn can lead to managerial irritation and political frustration. There are different discourses which barely overlap as their protagonists speak past one another. This article argues that these differences can be reconciled by re-conceiving the…
Mortensen, Niels Henrik; Hvam, Lars; Haug, Anders
The main result presented in this paper is the Framework for Product Family Master Plan. This framework supports the identification of a product architecture for companies that customize products and services. The framework has five coherent aspects, the market, product assortment, supply...
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.
Lawson, Kevin R; Lawson, Jonty
Representations of chemical datasets in spreadsheet format are important for ready data assimilation and manipulation. In addition to the normal spreadsheet facilities, chemical spreadsheets need to have visualisable chemical structures and data searchable by chemical as well as textual queries. Many such chemical spreadsheet tools are available, some operating in the familiar Microsoft Excel environment. However, within this group, the performance of Excel is often compromised, particularly in terms of the number of compounds which can usefully be stored on a sheet. LICSS is a lightweight chemical spreadsheet within Microsoft Excel for Windows. LICSS stores structures solely as Smiles strings. Chemical operations are carried out by calling Java code modules which use the CDK, JChemPaint and OPSIN libraries to provide cheminformatics functionality. Compounds in sheets or charts may be visualised (individually or en masse), and sheets may be searched by substructure or similarity. All the molecular descriptors available in CDK may be calculated for compounds (in batch or on-the-fly), and various cheminformatic operations such as fingerprint calculation, Sammon mapping, clustering and R group table creation may be carried out.We detail here the features of LICSS and how they are implemented. We also explain the design criteria, particularly in terms of potential corporate use, which led to this particular implementation. LICSS is an Excel-based chemical spreadsheet with a difference:• It can usefully be used on sheets containing hundreds of thousands of compounds; it doesn't compromise the normal performance of Microsoft Excel• It is designed to be installed and run in environments in which users do not have admin privileges; installation involves merely file copying, and sharing of LICSS sheets invokes automatic installation• It is free and extensibleLICSS is open source software and we hope sufficient detail is provided here to enable developers to add their
Rahmani, Zienolabedin; Ranjbar, Mansour; Gara, Ali Asgar Nadi; gorji, Mohammad Ali Heidari
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
Hofstede, G.J.; Dooley, R.M.
This article shows that leadership excellence is not uniformly perceived in one multinational. This study was done in a company active mainly in the USA, Malaysia and Singapore, half the management population (414 managers) joined in 39 focus sessions to define leadership excellence. This provided
Baltazar, Ramon; Maybee, Bryan; Santos, Michael R.
This paper uses Excel to enhance the pedagogy of capital structure theory for corporate finance instructors and students. We provide a lesson plan that utilizes Excel spreadsheets and graphs to develop understanding of the theory. The theory is introduced in three scenarios that utilize Modigliani & Miller's Propositions and…
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 ...
A. D. Molokovich; K. N. Shabeka
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.
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.
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...
Chang, Chia-Chi; Chen, Hui-Yun
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.
Puspa, Ayu Kartika
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...
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.
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.
Reed, Derek D.; Kaplan, Brent A.; Brewer, Adam T.
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…
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.
TANASE, George Cosmin
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...
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.
Kramer, K.; Van Rheenen, F.; Jonkman, F.
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
Tereza Vebrová; Kateřina Venclová; Stanislav Rojík
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 ...
EDWARD KERVIN B. MOJARES
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
Masrom Nor Ratna
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.
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.
Žvirelienė, Renata; Bučiūnienė, Ilona; Škudienė, Vida; Sakalas, Algimantas
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...
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
Sawatzky, Jo-Ann V; Enns, Carol L; Ashcroft, Terri J; Davis, Penny L; Harder, B Nicole
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.
Sandra-Dinora Orantes-Jiménez; Graciela Vázquez-Álvarez; Ricardo Tejeida-Padilla
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 tailo...
Trachta, Gregory S.
This discussion will recount some historical observations about establishing partnerships with the customer. It suggests that such partnerships are established as the natural evolutionary product of a continuous improvement culture. Those are warm, ethereal terms about a topic that some people think already suffers from an excess of hot air. We will focus on some real-world activities and workplace artifacts to show there are substantive concepts behind the TQM buzzwords.
Vu Minh Ngo; Drahomíra Pavelková
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...
Rubio, F. Javier; Siddiqui, Afzal S.; Marnay, Chris; Hamachi,Kristina S.
This effort represents a contribution to the wider distributed energy resources (DER) research of the Consortium for Electric Reliability Technology Solutions (CERTS, http://certs.lbl.gov) that is intended to attack and, hopefully, resolve the technical barriers to DER adoption, particularly those that are unlikely to be of high priority to individual equipment vendors. The longer term goal of the Berkeley Lab effort is to guide the wider technical research towards the key technical problems by forecasting some likely patterns of DER adoption. In sharp contrast to traditional electricity utility planning, this work takes a customer-centric approach and focuses on DER adoption decision making at, what we currently think of as, the customer level. This study reports on Berkeley Lab's second year effort (completed in Federal fiscal year 2000, FY00) of a project aimed to anticipate patterns of customer adoption of distributed energy resources (DER). Marnay, et al., 2000 describes the earlier FY99 Berkeley Lab work. The results presented herein are not intended to represent definitive economic analyses of possible DER projects by any means. The paucity of data available and the importance of excluded factors, such as environmental implications, are simply too important to make such an analysis possible at this time. Rather, the work presented represents a demonstration of the current model and an indicator of the potential to conduct more relevant studies in the future.
Patients want their personal needs to be taken into account. Accordingly, the management of care has long involved some degree of personalization. In recent times, patients’ wishes have become more pressing in a moving context. As the population ages, the number of patients requiring sophisticated combinations of longterm care is rising. Moreover, we are witnessing previously unvoiced demands, preferences and expectations (eg, demand for information about treatment, for care complying with religious practices, or for choice of appointment dates). In view of the escalating costs and the concerns about quality of care, the time has now come to rethink healthcare delivery. Part of this reorganization can be related to customization: what is needed is a customized business model that is effective and sustainable. Such business model exists in different service sectors, the customization being defined as the development of tailored services to meet consumers’ diverse and changing needs at near mass production prices. Therefore, its application to the healthcare sector needs to be seriously considered. PMID:29524957
Lepkova, Natalija; Žūkaitė-Jefimovienė, Giedrė
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.
NĂFTĂNĂILĂ Ion; RADU Cătălina; CIOANĂ Georgiana
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.
Kuisma, Markku; Määttä, Teuvo; Hakala, Taisto; Sivula, Tommi; Nousila-Wiik, Maria
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.
of companies’ growing interest in effectively collaborating with customers, research has investigated the importance of firm–customer interaction during innovation development. However, despite valuable insights into the performance-enhancing effects of customer integration, research has thus far overlooked......To stay viable, companies need to increase their innovation development investments over time. However, successful innovation development also cannot happen without customers, and thus companies seek opportunities to enhance their knowledge of current and future customer needs. As a result...... the activities companies should engage in when integrating customers during innovation development. Thus, this study investigates how and when customer-oriented companies engage in customer interaction during innovation development. Using a multiple case study design, this study examines four substantive cases...
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.
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.
Alexander, Anita; Liou, Y. H. Andrew
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.
The main aim of this diploma thesis is based on the analysis of services provided by the newly renovated hotel, which is located in the center of the small town Jaroměřice nad Rokytnou and analysis of the customer satisfaction with these hotel services provided.
Drobot, Elena; Klevleeva, Aziza
The particularities of risk-management system implementation within customs control are discussed in the article. The authors single out the elements of risk-management system, evaluate effectiveness of risk-management in customs control. The main reasons for non-implementation of risk-management system in customs control are described, as well. Particular attention is paid to the benefits of customs risk management.
Minocha, Shailey; Hall, Pat; Dawson, Liisa
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...
The underlying philosophy of Everyman's University, Israel's open university, is to maintain educational excellence while providing equal educational opportunity to large segments of the population through free access and a flexible program of distance education. (MSE)
Kipfelsberger, Petra; Bruch, Heike; Herhausen, Dennis
While complaint management has received much attention, customer compliments and their systematic handling have been largely ignored. Based on two empirical studies, this article suggests that customer compliments bear great potential for benefiting firms, and gives recommendations on how managers can enable, stimulate, and amplify positive customer feedback.
Bess, Melissa M.; Traub, Sarah M.
Four multi-session research-based programs were offered by two Extension specialist in one rural Missouri county. Eleven participants who came to multiple Extension programs could be called "repeat customers." Based on the total number of participants for all four programs, 25% could be deemed as repeat customers. Repeat customers had…
... 19 Customs Duties 2 2010-04-01 2010-04-01 false Customs supervision. 146.3 Section 146.3 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY; DEPARTMENT OF THE TREASURY (CONTINUED) FOREIGN TRADE ZONES General Provisions § 146.3 Customs supervision. (a) Assignment of Customs officers. Customs officers will be...
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.
... 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...
data used to evaluate student performance. This transformation was done by the Airway Firmware on an Arduino Leonardo. The Airway Firmware transmitted...USB HID protocol, the Arduino Leonardo was selected. Figure 13: Electronics and Firmware W911NF-13-2-0033 Airway II Final Report...CREST U of MN Nov 2015 Page 12 of 35 The microchip, around which the Arduino Leonardo was built, readily supported USB HID through
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.
Richard S. Segall
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.
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.
Svensson, Carsten; Malis, Martin
to the product. Through the application of a mass customization strategy, companies have a unique opportunity to create increased customer satisfaction. In a customized production, knowledge and information have to be easily accessible since every product is a unique combination of information. If the dream...... of a customized alternative instead of a uniform mass-produced product shall become a reality, then the cross-organizational efficiency must be kept at a competitive level. This is the real challenge for mass customization. A radical restructuring of both the internal and the external knowledge management systems...
Customs officers take part in the combat against illicit traffic od radioactive materials by means of different regulations dealing with nuclear materials, artificial radiation sources or radioactive wastes. The capability of customs officers is frequently incomplete and difficult to apply due to incompatibility of the intervention basis. In case of contaminated materials, it seems that the customs is not authorised directly and can only perform incidental control. In order to fulfil better its mission of fighting against illicit traffic of radioactive materials customs established partnership with CEA which actually includes practical and theoretical training meant to augment the capabilities of customs officers
Mircea Andrei SCRIDON
Full Text Available In any industry, the first step to finding and creating profitable customers isdetermining what drives profitability. This leads to better prospecting andmore successful customer relationship management. Any company cansegment and profile their customer base to uncover those profit drivers usingthe knowledge of their customers, products, and markets. Or they can usedata-driven techniques to find natural clusters in their customer or prospectbase. Whatever the method, the process will lead to knowledge andunderstanding that is critical to maintaining a competitive edge
Brunø, Thomas Ditlev; Nielsen, Kjeld; Taps, Stig B.
This paper addresses the issue whether the concepts mass customization and sustainability are fundamentally compatible by asking the question: can a mass customized product be sustainable? Some factors indicate that mass customized products are less sustainable than standardized products; however...... other factors suggest the opposite. This paper explores these factors during three life cycle phases for a product: Production, Use and End of Life. It is concluded that there is not an unambiguous causal relationship between mass customization and sustainability; however several factors unique to mass...... customized products are essential to consider during product development....
Eua-Arporn, B.; Bisarnbutra, S. [Chulalongkorn Univ., Bangkok (Thailand)
Results of a comprehensive study on short-term direct impacts and consumer interruption costs, incurred as a result of power supply interruption, were discussed. The emphasis was on questionnaire development, general responses and the average customer damage function of some selected sectors. The customer damage function was established for each category of customers (agriculture, industry, mining, wholesale, retail merchandising, residential, etc) as well as for different locations. Results showed that the average customer damage function depended mostly on customer category. Size and location were not significant factors. 5 refs., 7 tabs.
William B. Dodds
This paper builds the framework for linking the established work of competitive advantage with the emerging discipline of value marketing. The outcome of this linkage is the concept of strategic value management. Strategic value management focuses on the right combinations of product quality, customer service and fair prices as the key to selling to todayÕs value conscious consumers. The core of the strategy stresses the firmÕs ability to combine and manage these dimensions of value in a way ...
Jessen, Pernille Wegener; King, Nancy J.
of significant concerns about privacy and data protection. This second article in a two part series on "Profiling the Mobile Customer" explores how to best protect consumers' privacy and personal data through available mechanisms that include industry self-regulation, privacy-enhancing technologies...... discusses the current limitations of using technology to protect consumers from privacy abuses related to profiling. Concluding that industry self-regulation and available privacy-enhancing technologies will not be adequate to close important privacy gaps related to consumer profiling without legislative...
Gremyr, Ida; Halldorsson, Arni; Hsuan, Juliana
This paper focuses on customer and user experience of advanced service offerings, focusing mechanisms such as e.g. feedback processes as a means to utilise and learn from users’ experiences. The purpose is to understand how servitization changes the constellation of actors in aftermarket value...... creation, and what mechanisms are needed for firms to exploit the interactions in these new constellation as a basis for service improvement and development. By studying two manufacturing firms offering advanced services, this paper points to changed actor configurations (both intra- and inter......-organisational) and interaction mechanisms (existing and new) when transitioning to offering more advanced services such as “services supporting customers”....
Littenberg-Tobias, Joshua; Beheshti, Elham; Staudt, Carolyn
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…
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...
Voznesenskaya, Anna; Bougrov, Vladislav; Kozlov, Sergey; Vasilev, Vladimir
ITMO University, the leading Russian center in photonics research and education, has the mission to train highlyqualified competitive professionals able to act in conditions of fast-changing world. This paradigm is implemented through creation of a strategic academic unit ITMO Photonics, the center of excellence concentrating organizational, scientific, educational, financial, laboratory and human resources. This Center has the following features: dissemination of breakthrough scientific results in photonics such as advanced photonic materials, ultrafast optical and quantum information, laser physics, engineering and technologies, into undergraduate and graduate educational programs through including special modules into the curricula and considerable student's research and internships; transformation of the educational process in accordance with the best international educational practices, presence in the global education market in the form of joint educational programs with leading universities, i.e. those being included in the network programs of international scientific cooperation, and international accreditation of educational programs; development of mechanisms for the commercialization of innovative products - results of scientific research; securing financial sustainability of research in the field of photonics of informationcommunication systems via funding increase and the diversification of funding sources. Along with focusing on the research promotion, the Center is involved in science popularization through such projects as career guidance for high school students; interaction between student's chapters of international optical societies; invited lectures of World-famous experts in photonics; short educational programs in optics, photonics and light engineering for international students; contests, Olympics and grants for talented young researchers; social events; interactive demonstrations.
CARDOS Ildiko Reka
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.
Spicuzza, Frank J.
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)
Guhl, Dennis; Blankart, Katharina E; Stargardt, Tom
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.
Qayumi, A Karim
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.
So, Jing Theng
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...
Puti Ara Zena; Aswin Dewanto Hadisumarto
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...
Cosma Emil; Jeflea Victor
By using Word, Excel or PowerPoint one can automate routine operations using the VBA language (Visual Basic for Applications). This language is also used in Access, allowing access to data stored in tables or queries. Thus, Access and VBA resources can be used together. Access is designed for programming forms and reports (among other things), so there won’t be found any of the VBA editor’s specific forms.
Full Text Available Objective level of product is a combination of material elements. They are supplemented by satisfying highly heterogeneous and complex motivations, representing highly diverse subjective functions associated to product until individualization for each type of consumption. Thus it observes highly surprising developments of subjective function associated with a product and which determines in the consumer's opinion the quality level of the product. The present study examines the role of associated services covering the subjective function of the product in view of the fact that the utility or subjective function is dependent on elements such as style, fashion and fads. Consumers will no longer accept products with average quality of related services. For a company that wants to stay in the market and achieve profitability, the only solution is moving towards a complete product package type goods-services. Associated services are thus an indicator of quality and the best customer loyalty insurance policy, there is a close relationship between the quality of services provided by a firm, customer satisfaction and company profitability.
Sulaimon Olanrewaju Adebiyi
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.
Reinartz, Werner; Kumar, V
Who wouldn't want loyal customers? Surely they should cost less to serve, they'd be willing to pay more than other customers, and they'd actively market your company by word of mouth, right? Maybe not. Careful study of the relationship between customer loyalty and profits plumbed from 16,000 customers in four companies' databases tells a different story. The authors found no evidence to support any of these claims. What they did find was that the link between customers and profitability was more complicated because customers fall into four groups, not two. Simply put: Not all loyal customers are profitable, and not all profitable customers are loyal. Traditional tools for segmenting customers do a poor job of identifying that latter group, causing companies to chase expensively after initially profitable customers who hold little promise of future profits. The authors suggest an alternative approach, based on well-established "event-history modeling" techniques, that more accurately predicts future buying probabilities. Armed with such a tool, marketers can correctly identify which customers belong in which category and market accordingly. The challenge in managing customers who are profitable but disloyal--the "butterflies"--is to milk them for as much as you can while they're buying from you. A softly-softly approach is more appropriate for the profitable customers who are likely to stay loyal--your "true friends." As for highly loyal but not very profitable customers--the "barnacles"--you need to find out if they have the potential to spend more than they currently do. And, of course, for the "strangers"--those who generate no loyalty and no profits--the answer is simple: Identify early and don't invest anything.
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.
Taylor, R. [Ontario Hydro, Toronto, ON (Canada)
Ontario Hydro`s customer-driven strategy, recently approved by Hydro`s Executive Board, was described. The strategy is founded on the following components: (1) the dissolution of the Ontario power pool, i.e., the loss of Hydro`s franchise monopoly on generation, leaving only power transmission in the hands of the Corporation, (2) divestment of Ontario Hydro`s system operations and market operations functions to a new, independent Crown corporation called the Central Market Operator, (3) functional and organizational unbundling of Ontario Hydro into three signature businesses, Genco, Transco, and Retailco, and in the latter two, the functional unbundling of wires from sales and services, (4) a fully commercial Ontario Hydro with normal corporate powers, and (5) a corporate strategy for Ontario Hydro to grow in businesses in an open, symmetrical North American energy market. According to Ontario Hydro management this will allow competition and choice to all customers, have a disciplining effect on prices, and give rise to a retail market of new products and services, while at the same time preserve and enhance the value of public investment in the Corporation.
Ontario Hydro's customer-driven strategy, recently approved by Hydro's Executive Board, was described. The strategy is founded on the following components: (1) the dissolution of the Ontario power pool, i.e., the loss of Hydro's franchise monopoly on generation, leaving only power transmission in the hands of the Corporation, (2) divestment of Ontario Hydro's system operations and market operations functions to a new, independent Crown corporation called the Central Market Operator, (3) functional and organizational unbundling of Ontario Hydro into three signature businesses, Genco, Transco, and Retailco, and in the latter two, the functional unbundling of wires from sales and services, (4) a fully commercial Ontario Hydro with normal corporate powers, and (5) a corporate strategy for Ontario Hydro to grow in businesses in an open, symmetrical North American energy market. According to Ontario Hydro management this will allow competition and choice to all customers, have a disciplining effect on prices, and give rise to a retail market of new products and services, while at the same time preserve and enhance the value of public investment in the Corporation
Dijkstra, E. M. (2013, 2 July). Realisatie van Excel Kwadraat in de praktijk [Realization of Excellent Education in practice]. Presentation held at the OLK-meeting, ITS, Radboud University, Nijmegen, The Netherlands.
Ricardo Colomo Palacios
Full Text Available The importance and presence of technological solutions in organizations supporting CRM are a vital business fact from the late nineties. Presently, the manufacturers figure in the market has dramatically decreased because of continuous takeovers and merges, but it has on the other hand gained momentum because of the sudden open-source and on-demand solutions appearance. In this scope, a unified methodology centered on CRM solutions is of paramount importance since it has traditionally been linked to either system integration or overall solution design. Based on the two de-facto complementary standards for the implementation and development of Information Systems, namely the ESA and Dyché CRM systems implementation methodology, in this paper, we provide a CRM business solutions customization methodology which pertains independently to the integration and tool maker perspective.
Buzatu, Florin D.
Selected by the European Commission (EC) experts out of 185 proposals from 11 countries, IDRANAP (Inter-Disciplinary Research and Applications based on Nuclear and Atomic Physics) is the only EC Centre of Excellence in nuclear physics. The project, initiated and developed by a remarkable team from our institute, researchers with a recognized international scientific level, has as main objectives: - promotion in Romania and in the region of modern applications derived from basic and applied research in nuclear and atomic physics; - disciplinary research in ecology, health, biology, science of materials; - specific nuclear and atomic physics research aimed to open new possibilities for applications; - to ensure stimulative conditions for PhD students from Romania and other EC candidate countries to improve their knowledge and experience by joining scientific activities in the region, a fact that might counteract their tendency to migrate to Western countries. The high scientific level of researchers, their access to national and international facilities as well as the link with prestigious laboratories abroad and the socio-economic demand motivated the development of the project. Among expected results, we mention: improving and spreading the scientific knowledge by publications; producing new facilities, devices and instruments; application of nuclear methods in industry, health-care and environment protection, and training of young researchers. The project consists of 18 workpackages structured in 5 distinct areas: - Determining environmental pollution; - Nuclear methods in biology and medicine; - Radionuclide metrology; - Analysis and characterization of materials; - Nuclei far from stability, decay modes, cosmic rays, and facilities.We make an up-to-date presentation of obtained results and activities performed within IDRANAP project, as well as a short overview of our institute. (author)
Christopher Ittner; David Larcker; Daniel Taylor
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...
Land, Ray; Gordon, George
Teaching excellence is at the centre of national and international higher education policy. The Higher Education Academy (HEA) is a part of the debate to develop a shared understanding of what constitutes teaching excellence and has published research including "Considering Teaching Excellence in Higher Education: 2007-2013" by Dr Vicky…
Mark Tanya; Niraj Rakesh; Dawar Niraj
A central premise of relationship marketing theory is that economic benefits flow fromretaining customers. However, the early research focus on the duration of the relationship may obscure other important aspects of the interactions with the customer that drive profitability. Borrowing from the branding literature, where different types of customer relationships have been described (but not empirically examined), we study the patterns of business customers’ buying behavior, or trajectories th...
Habib A. Mirghafoori; Ali Morovati Sharifabadi; Ensiyeh Taki
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...
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...
Neslin, Scott A.; Grewal, Dhruv; Leghorn, Robert; Shankar, Venkatesh; Teerling, Marije L.; Thomas, Jacquelyn S.; Verhoef, Peter C.
Multichannel customer management is the design, deployment, coordination, and evaluation of channels through which firms and customers interact, with the goal of enhancing customer value through effective customer acquisition, retention, and development. The authors identify five major challenges
Neslin, Scott A.; Grewal, Dhruv; Leghorn, Robert; Shankar, Venkatesh; Teerling, Marije L.; Thomas, Jacquelyn S.; Verhoef, Peter C.
Multichannel customer management is the design, deployment, coordination, and evaluation of channels through which firms and customers interact, with the goal of enhancing customer value through effective customer acquisition, retention, and development. The authors identify five major challenges
Irvin, S A; Brown, H N
Excessive time was being spent by the emergency department (ED) staff, head nurse, and unit secretary on a complex 6-week manual self-scheduling system. This issue, plus inevitable errors and staff dissatisfaction, resulted in a manager-lead initiative to automate elements of the scheduling process using Microsoft Excel. The implementation of this initiative included: common coding of all 8-hour and 12-hour shifts, with each 4-hour period represented by a cell; the creation of a 6-week master schedule using the "count-if" function of Excel based on current staffing guidelines; staff time-off requests then entered by the department secretary; the head nurse, with staff input, then fine-tuned the schedule to provide even unit coverage. Outcomes of these changes included an increase in staff satisfaction, time saved by the head nurse, and staff work time saved because there was less arguing about the schedule. Ultimately, the automated self-scheduling method was expanded to the entire 700-bed hospital.
D. J. Petzer; T. F.J. Steyn
Purpose: The purpose of this paper is to provide a theoretical perspective on customer retention activities associated with service failure management and service recovery as a means to retain customers in the hotel industry - and to improve the competitiveness of a hotel. The research is pursued with the following objectives in mind: To determine the customer retention activities involved in the service failure management needed by hotels to retain customers. To determine the customer ...
Agnihotri, Dr Mahesh; Bhavani, Dr.M. Ganga
Customer Relationship Management (CRM) is a business strategy where by banks builds strong relationships with existing and prospective customers with the goal of increasing organizational profitability. Customer Relationship Management (CRM) Practices provide a competitive edge to any organization including the Banking Sector, this research is an attempt to study the Customer Relationship Management (CRM) Practices in UAE Banks with certain objectives i.e to examine the existing Customer Rela...
Eskildsen, Jacob Kjær; Kristensen, Kai
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...
Electrical equipment such as cabling can often be the limiting factor as far as machine operations in radioactive environments are concerned. Electronic and electrical equipment will degrade if exposed to ionising radiation, affecting equipment reliability, or causing complete failure. However, several companies provide custom-designed products directed specifically at the nuclear industry. One such company is Habia Cable which has built up its business in submarine cables, internal engine cables, and cables for high fire risk situations. It began supplying custom-designed cables to the nuclear industry in 1986, and has since then supplied cables throughout Europe from its plant in Sweden. (Author)
Dell Computer Corporation pioneered the direct marketing of personal computers in 1984 and became the first company in the PC industry to offer manufacturer-direct technical support. According to surveys of corporate buyers, the company provides the best after-sale service and support of any computer maker. Here's how Dell has institutionalized the delivery of customer satisfaction.
Baines, R; Colquhoun, G; Jones, N; Bateman, R
Discrete item purchasing is the traditional approach for hospitals to obtain consumable supplies for theatre procedures. Although most items are relatively low cost, the management and co-ordination of the supply chain, raising orders, controlling stock, picking and delivering to each operating theatre can be complex and costly. Customized procedure packs provide a solution.
Oct 18, 2005 ... CULTURE, TRADITION, CUSTOM, LAW AND GENDER EQUALITY .... supremacy (sections 1(c) and 2 of the Constitution), and provides that any law ... protecting polygamy as well as related practices such as 'spouse inheritance', .... This school of thought argues that the practice of virginity testing puts the.
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.
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.
Utilizing the comment section of patient satisfaction surveys, Clark Memorial Hospital in Jeffersonville, IN went through a thoughtful process to arrive at an experience that patients said they wanted. Two Lean Six Sigma tools were used--the Voice of the Customer (VoC) and the Affinity Diagram. Even when using these tools, a facility will not be able to accomplish everything the patient may want. Guidelines were set and rules were established for the Process Improvement Team in order to lessen frustration, increase focus, and ultimately be successful. The project's success is driven by the team members carrying its message back to their areas. It's about ensuring that everyone is striving to improve the patients' experience by listening to what they say is being done right and what they say can be done better. And then acting on it.
Beckmann, Suzanne C.; Haurum, Helle
Customers’ engagement behaviours are considered an important source of value to the firm. So far, the discussion has mainly been conceptual and focused on the company’s perspective. By adopting the customer’s perspective we investigated what drive and explain customers’ engagement behaviours...... as reactions to their service encounters over time with a firm, using in-depth interviews. We found the following key factors driving and explaining customers’ engagement behaviours: (1) mundane product and service environment indeed drives customers’ engagement behaviours and mediating capabilities...... are identified, (2) customers produce (positive) value for the firm through engagement behaviours when perceived alignment between firm-initiated experience and product/service is present, and (3) transactions matter and drive (other) engagement behaviours....
Full Text Available The direct selling industry suffers a high turnover rate of salespeople, resulting in high costs of training new salespeople. Further costs are incurred when broken relationships with customers cause them to switch from one product supplier to another. This study identifies twelve factors that drive the switching behaviour of direct sales customers and examines the extent to which these factors influence switching. Exploratory factor analysis was used to assess the validity of these factors. The factors were represented in a model that posits that an interpersonal relationship between a direct sales person and a customer moderates the relationship between switching behaviour and loyalty. Structural equation modeling was used to test the proposed model. The author then discusses the empirical findings and their managerial implications, providing further avenues for research.
The principle of measuring ions by their drift times at atmospheric pressure is not new, but it has been only recently that ion mobility spectrometry (IMS) has been realised as a powerful method of identifying certain molecules of importance at low concentrations. The impetus has arisen initially from the desire of the military to detect chemical warfare agents in the field but more recently has been taken up by police and customs services to monitor drugs of abuse and explosives. The Australian Customs Service (Border Technology) has purchased a number of IM spectrometers and has installed them in all international ports and airports. The first cases of persons apprehended for importation of controlled substances with evidence from IMS have appeared in the courts and the legal system is coming to terms with this new forensic tool. Ion mobility spectrometry may be thought of as time of flight mass spectrometry at atmospheric pressure. The presence of gas gives the possibility of a number of ion-molecule reactions, and the time taken to traverse drift tubes of a few centimetres at a field of typically 25 kV m -1 is around 10-20 ms. Ions are generated by a 63 Ni source, which ionises the carrier gas (dry air), which in turn ionises the injected analyte. Detection limits in the low ppb range are found for many substances. Details of sample collection, sensitivity and limitations of the ion mobility spectrometry are given. Extensions to IMS include the use of Fourier Transform method, electro spray and neural networks
Viewing individuals in need of NHS care as customers has the potential to refocus the way their care is delivered. This article highlights some of the benefits of reframing the nurse-patient relationship in terms of customer care, and draws parallels between good customer care and the provision of high quality patient care in the NHS. It explores lessons to be learned from those who have studied the customer experience, which can be adapted to enhance the customer care experience within the health service. Developing professional expertise in the knowledge and skills that underpin good-quality interpersonal encounters is essential to improve the customer experience in health care and should be prioritised alongside the development of more technical skills. Creating a culture where emotional intelligence, caring and compassion are essential requirements for all nursing staff will improve patient satisfaction.
... 19 Customs Duties 1 2010-04-01 2010-04-01 false Customs supervision. 19.34 Section 19.34 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY; DEPARTMENT OF THE TREASURY CUSTOMS WAREHOUSES, CONTAINER STATIONS AND CONTROL OF MERCHANDISE THEREIN Space Bonded for the Storage of Wheat § 19.34 Customs supervision. Port...
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.
entreneurship " ............... 34 4. "Productivity through people" .............. 34 5. "Hands-on, value driven" ................... 35 6. "Stick to the...possible price. Service to the customer might be the company * slogan. 30 3. "Autonomy and entreneurship ...." These companies want to provide just enough
Ma, Xiao-Jie; Ding, Guo-Fu; Qin, Sheng-Feng; Li, Rong; Yan, Kai-Yin; Xiao, Shou-Ne; Yang, Guang-Wu
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.
Felita, Christina Irene
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...
Dynamic pricing is the dynamic adjustment of prices to consumers depending on the value these customers attribute to a good. Underlying the concept of dynamic pricing is what marketers call price customization. Price customization is the charging of different prices to end consumers based on a discriminatory variable. Internet technology will serve as a great enabling tool for making dynamic pricing accessible to many industries.
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
Assaf, A. George; Josiassen, Alexander; Cvelbar, Ljubica Knežević
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...
JIANG; John; N
Understanding reliability value for electricity customer is important to market-based reliability management. This paper proposes a novel approach to evaluate the reliability for electricity customers by using indifference curve between economic compensation for power interruption and service reliability of electricity. Indifference curve is formed by calculating different planning schemes of network expansion for different reliability requirements of customers, which reveals the information about economic values for different reliability levels for electricity customers, so that the reliability based on market supply demand mechanism can be established and economic signals can be provided for reliability management and enhancement.
Mohammad Safari Kahreh
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.
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.
Álvaro Julio Cuadros López
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.
Myers, Pennie; Nance, Don W
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.
The ability to summarise data, compare models and apply computer-based analysis tools are vital skills necessary for studying and working in the physical sciences. This textbook supports undergraduate students as they develop and enhance these skills. Introducing data analysis techniques, this textbook pays particular attention to the internationally recognised guidelines for calculating and expressing measurement uncertainty. This new edition has been revised to incorporate Excel® 2010. It also provides a practical approach to fitting models to data using non-linear least squares, a powerful technique which can be applied to many types of model. Worked examples using actual experimental data help students understand how the calculations apply to real situations. Over 200 in-text exercises and end-of-chapter problems give students the opportunity to use the techniques themselves and gain confidence in applying them. Answers to the exercises and problems are given at the end of the book.
Anyone familiar with the nuclear industry realizes the importance of operators. Operators can achieve error-free plant operations, i.e., excellence on shift through teamwork. As a shift supervisor (senior reactor operator/shift technical advisor) the author went through the plant's first cycle of operations with no scrams and no equipment damaged by operator error, having since changed roles (and companies) to one of assessing plant operations. This change has provided the opportunity to see objectively the importance of operators working together and of the team building and teamwork that contribute to the shift's success. This paper uses examples to show the effectiveness of working together and outlines steps for building a group of operators into a team
Rahman, Md. Hasebur
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.
Mixon, J. Wilson, Jr.
Applying the budget line/indifference curve apparatus to policy issues reveals important and sometimes counterintuitive policy implications. Also, it provides practice in using the apparatus. The author applies these tools to subsidies. The analysis follows textbook treatments but is extended at some points. In particular, the present analysis…
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.
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.
Parthasarathy, S.; Daneva, Maia
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
Kumar, V.; Aksoy, Lerzan; Donkers, Bas; Venkatesan, Rajkumar; Wiesel, Thorsten; Tillmanns, Sebastian
Customers can interact with and create value for firms in a variety of ways. This article proposes that assessing the value of customers based solely upon their transactions with a firm may not be sufficient, and valuing this engagement correctly is crucial in avoiding undervaluation and
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.
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.
Barclay, Donald A
To compete in the digital age, libraries must provide outstanding customer service to their virtual users. Serving Online Customers: Lessons for Libraries from the Business World is a practical guide to help libraries adopt and adapt the best practices of e-business for their own online operations.
... related to individual customer collateral protection in the context of the CFTC's rulemaking efforts... customer collateral protection in the context of the Act, may do so via: paper submission to David Stawick... be in English or be accompanied by an English translation. All submissions provided to the CFTC in...
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
Dermarkar, F. [CANDU Owners Group Inc., Toronto, Ontario (Canada)
All Operators of CANDU/PHWR Worldwide, and AECL, are members of Candu Owners Group (COG). COG has evolved to become primarily an Operators Owners Group with annual turnover of $75M. It is all about value to the members providing a diverse offering of services to meet a broad spectrum of member needs, linking our members together prioritizing and organizing to enable members to access what they need, when they need it. Collaboration benefits both COG and EPRI.
This paper provides an overview of an Enterprise Engineering method called IEM (Integrated Enterprise Modeling) and it describes the usage of SIX SIGMA approach for performance measurement of an enterprise. Based on these two instruments a methodology including procedure and tools is developed, which allows enterprises to define their adequate quality criteria for performance, to measure performance and quality and to derive reasonable actions to take for optimization. Determination of adequa...
All Operators of CANDU/PHWR Worldwide, and AECL, are members of Candu Owners Group (COG). COG has evolved to become primarily an Operators Owners Group with annual turnover of $75M. It is all about value to the members providing a diverse offering of services to meet a broad spectrum of member needs, linking our members together prioritizing and organizing to enable members to access what they need, when they need it. Collaboration benefits both COG and EPRI.
Throughout its expansion program in the 1960s and its energy efficiency programs in the 1970s and 1980s, Hydro-Quebec had a satisfactory proportion of satisfied customers. However, at the end of the 1980s, the utility's customer satisfaction rating slipped below 50% for the first time. Hydro-Quebec's first response was to re-establish transmission system reliability. Service interruptions per customer were reduced from 10 h/y in 1989 to just over 4 h in 1993. Starting in 1990, the utility devised a strategy aimed at fully integrated quality management, with customer service as the top priority. A series of performance commitments was adopted which pinpointed 27 specific targets, each linked to a specific activity; of those targets, 16 are directly related to customer service. A training plan was developed which makes the customer the focus of every action taken by a Hydro-Quebec employee, and office hours have been reorganized in response to constantly evolving customer needs. A courtesy call strategy has been adopted to anticipate customer expectations before they are expressed. Highly personalized and accurately targeted informational tools have been developed for each customer category and a toll-free energy efficiency hotline has been established. Energy efficiency publications are distributed to business and residential customers. Satisfaction with Hydro-Quebec activities rose from 77% in 1992 to 93% in 1993, and credibility in energy efficiency rose from 73% to 85%. A new project being investigated is an electronic superhighway with a variety of customer applications including home automation, load and meter telecontrol, telebilling, and direct payment
Dixon, Mark R; Jackson, James W; Small, Stacey L; Horner-King, Mollie J; Lik, Nicholas Mui Ker; Garcia, Yors; Rosales, Rocio
Over 10 years have passed since the publication of Carr and Burkholder's (1998) technical article on how to construct single-subject graphs using Microsoft Excel. Over the course of the past decade, the Excel program has undergone a series of revisions that make the Carr and Burkholder paper somewhat difficult to follow with newer versions. The present article provides task analyses for constructing various types of commonly used single-subject design graphs in Microsoft Excel 2007. The task analyses were evaluated using a between-subjects design that compared the graphing skills of 22 behavior-analytic graduate students using Excel 2007 and either the Carr and Burkholder or newly developed task analyses. Results indicate that the new task analyses yielded more accurate and faster graph construction than the Carr and Burkholder instructions.
Patient satisfaction is not merely a "smile and be nice" set of behaviors. It is a philosophy that is founded in the concept that the patient's experience of care is important and ultimately translates into their actual response to care. The improved response to care that patients exhibit makes patient satisfaction important from a clinical vantage point. That point alone is enough to justify implementation of and commitment to a customer satisfaction program. There are, however, other compelling reasons also. Customer satisfaction has profound ramifications for the financial status of the institution and for its professional reputation in the community. The caregivers who participate in a system of good customer satisfaction experience fewer malpractice suits than their counterparts. And they enjoy a work environment that is more stable and pleasant than other institutions. The implementation of a meaningful customer service program is a huge task. It is a fundamental culture change that requires vision, long-term commitment, and constant surveillance. The single most critical factor in the successful implementation of a program that produces all the gains that it promises is leadership. Leadership must set the stage, create the atmosphere,demand that staff meet expectations, reward success, provide an example,and shape the new culture. Without strong, clear leadership, any customer service initiative will be simply a hospital-wide exercise, and those staff members who harbor a cynical viewpoint will be proved right in the end.One major difference between a successful customer service initiative and an unsuccessful one is the level of sincerity the hospital and its staff have about the care they express for their patients. If the whole process is merely an exercise to improve scores, the success will be limited and without deep roots. If the push is to establish an atmosphere of genuine care and interest for patients, however, the results are more meaningful
Sørensen, Mads P.; Bloch, Carter Walter; Young, Mitchell
In 2013, the European Union unveiled its new ‘Composite Indicator for Scientific and Technological Research Excellence’, marking a turning point in how excellence is understood and used in European policy. 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 European Union’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...
Rossiter, Alan P
The training path for engineers focuses intensely on scientific and technical knowledge. Yet, our professional and personal satisfaction and success also depend on other traits that make us more effective and productive. In this thought-provoking book, Alan Rossiter provides practical guidance in developing the skills to become more effective in your work, while also balancing your life. It is invaluable reading for graduating college students and young professionals as well as seasoned practitioners who find that work is becoming all-consuming.
Krestel, Ralf; Dokoohaki, Nima
E-commerce Web sites owe much of their popularity to consumer reviews accompanying product descriptions. On-line customers spend hours and hours going through heaps of textual reviews to decide which products to buy. At the same time, each popular product has thousands of user-generated reviews, making it impossible for a buyer to read everything. Current approaches to display reviews to users or recommend an individual review for a product are based on the recency or helpfulness of each review. In this paper, we present a framework to rank product reviews by optimizing the coverage of the ranking with respect to sentiment or aspects, or by summarizing all reviews with the top-K reviews in the ranking. To accomplish this, we make use of the assigned star rating for a product as an indicator for a review's sentiment polarity and compare bag-of-words (language model) with topic models (latent Dirichlet allocation) as a mean to represent aspects. Our evaluation on manually annotated review data from a commercial review Web site demonstrates the effectiveness of our approach, outperforming plain recency ranking by 30% and obtaining best results by combining language and topic model representations. Copyright © 2015 Elsevier Ltd. All rights reserved.
Butler, Madeline J.; Stallings, William H.
In addition to the currently provided NASA services such as Communications and Tracking and Data Relay Satellite System services, the NASA's Customer Data and Operations System (CDOS) will provide the following services to the user: Data Delivery Service, Data Archive Service, and CDOS Operations Management Service. This paper describes these services in detail and presents respective block diagrams. The CDOS services will support a variety of multipurpose missions simultaneously with centralized and common hardware and software data-driven systems.
Cruz-Campa, Jose Luis; Nielson, Gregory N.; Okandan, Murat; Lentine, Anthony L.; Resnick, Paul J.; Gupta, Vipin P.
Photovoltaic cells and photovoltaic modules, as well as methods of making and using such photovoltaic cells and photovoltaic modules, are disclosed. More particularly, embodiments of the photovoltaic cells selectively reflect visible light to provide the photovoltaic cells with a colorized appearance. Photovoltaic modules combining colorized photovoltaic cells may be used to harvest solar energy while providing a customized appearance, e.g., an image or pattern.
No doubt there are detractors who cringe at the prospect of connecting the term customer service with an institution of higher education. Some may consider the term demeaning. However, given the college funding crisis and current economic climate, a quality customer service strategy is a prudent adjunct to any marketing activity undertaken. It is…
The main goal of this dissertation is to gain a greater understanding of multichannel customer behavior and how firms can manage their multichannel marketing activities. The first study reveals that three customer segments can be identified based on their orientation towards using multiple channels
Kristensen, Kai; Kanji, Gopal; Dahlgaard, Jens Jørn
Based on a theoretical argument where company profit as a function of total customer satisfaction is maximized, a new system for measuring and balancing customer satisfaction with respect to individual quality characteritics is developed. A proced implementation is suggested and the results...
Shramenko, N.; Andriets, V.
Issues concerning cargo delivery efficiencyincrease by choice of rational customs clearance technology have been considered. Three possible variants of customs clearance andmethods which allow to define the most rational version of cargo delivery in international road communication based on main efficiency criteria for definite distance have been presented.
D'Elia, George; Rodger, Eleanor Jo
Surveys conducted in 142 urban public libraries examined customer satisfaction, comparisons with other libraries, and factors affecting satisfaction. Overall, customers were satisfied with their libraries but experienced different levels of satisfaction based on convenience, availability of materials and information, and services facilitating…
This book utilizes a tutorial based approach, focused on the practical customization of key features of the Team Foundation Server for collaborative enterprise software projects.This practical guide is intended for those who want to extend TFS. This book is for intermediate users who have an understanding of TFS, and basic coding skills will be required for the more complex customizations.
... DEPARTMENT OF HOMELAND SECURITY U.S. Customs and Border Protection DEPARTMENT OF THE TREASURY 19 CFR Part 111 Customs Brokers CFR Correction In Title 19 of the Code of Federal Regulations, Parts 0 to 140, revised as of April 1, 2013, on page 684, in Sec. 111.13, in paragraph (b), reinstate the second...
Prima Ayu Rizqi Mahanani
Full Text Available This article deals with marketing trends in the 21st century is shifting from a transactional approach to the relational approach with focus on the fulfillment of needs, satisfaction, and pleasure affect business banking customers are very dependent on the customer. Map business services banking services fickle demands creativity public relations in providing the best service to its customers get a good image. Service concept using the service paradigm leading to cultivate the power of the customer based on the customer satisfaction-oriented, widely used by business banking services at this time. Paradigms that focus on how to provide services to the customer so that the customer was satisfied, beyond what can be given to something that is important and not to be underestimated. Skills to understand and fulfill customer expectations should be every company’s business philosophy of banking services and customer relationship management is a strategy