WorldWideScience

Sample records for providing residential customers

  1. Customer service in the residential property market of South Africa

    Directory of Open Access Journals (Sweden)

    S Rudansky-KlopperS

    2015-07-01

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

  2. Unbundling the retail gas market: Current activities and guidance for serving residential and small customers

    Energy Technology Data Exchange (ETDEWEB)

    Costello, K.W.; Lemon, J.R.

    1996-05-01

    The restructuring of retail gas services has followed a typical pattern for previously heavily regulated industries: large customers are initially given rights to purchase unbundled services from different entities, with the same rights dispersed over time to smaller customers. For about ten years now industrial customers in most states have been able to {open_quotes}play the market{close_quotes}. Since the passage of the Federal Energy Regulatory Commission (FERC) Order 636 in 1992, interest has centered on expanding service unbundling to small retail customers, including residential customers. Importantly, the Order prohibited pipelines from providing bundled sales service. This is not surprising - in the telecommunications industry, for example, the unbundling of wholesale services was a strong stimulant for developing competition in the local exchange market. The push for small-customer service unbundling has derived from the basic but politically attractive idea that all retail customers should directly benefit from competitive forces in the natural gas industry. When one looks at the movement of prices since 1985, it is easy to see that large retail customers have enjoyed more favorable prices than other retail customers. For example, over the period 1985 to 1994 gas prices to industrial customers and electric utilities fell around 23 percent and 36 percent, respectively. In comparison, gas prices to residential customers increased by around 5 percent while gas prices to commercial customers decreased slightly by about 1 percent. This report examines various aspects of unbundling to small retail gas customers, with special emphasis on residential customers.

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

    NARCIS (Netherlands)

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

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

  4. Are all customers really the same? Comparing service quality and satisfaction between residential and business telecommunications customers

    Directory of Open Access Journals (Sweden)

    Charles Makanyeza

    2016-03-01

    Full Text Available Orientation: The study focused on the moderating role of the type of customer on the relationship between service quality and customer satisfaction.Research purpose: The study sought to examine differences in the relationship between service quality and customer satisfaction because of the type of customer.Motivation for the study: Previous studies have not examined the relationship between service quality and customer satisfaction between residential and business customers.Research design, approach and method: The study used a cross-section of 203 customers (108 residential and 95 business in the fixed-line telecommunications sector in Zimbabwe. Moderated regression analysis was performed to test the research hypotheses.Main findings: It was established that the customer category (residential versus business does not moderate the effect of service quality on customer satisfaction. Practical/managerial implications are, generally, that it is not necessary to segment customers by customer category (residential versus business when managing service quality to achieve customer satisfaction.Contribution/value add: The main theoretical contribution of the study is the comparison of the effect of service quality on customer satisfaction between residential and business customers.

  5. Provider Customer Service Program - Performance Data

    Data.gov (United States)

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

  6. PowerChoice Residential Customer Response to TOU Rates

    Energy Technology Data Exchange (ETDEWEB)

    Peters, Jane S.; Moezzi, Mithra; Lutzenhiser, Susan; Woods, James; Dethman, Linda; Kunkle, Rick

    2009-10-01

    Research Into Action, Inc. and the Sacramento Municipal Utility District (SMUD) worked together to conduct research on the behaviors and energy use patterns of SMUD residential customers who voluntarily signed on to a Time-of-Use rate pilot launched under the PowerChoice label. The project was designed to consider the how and why of residential customers ability and willingness to engage in demand reduction behaviors, and to link social and behavioral factors to observed changes in demand. The research drew on a combination of load interval data and three successive surveys of participating households. Two experimental treatments were applied to test the effects of increased information on households ability to respond to the Time-of-Use rates. Survey results indicated that participants understood the purpose of the Time-of-Use rate and undertook substantial appropriate actions to shift load and conserve. Statistical tests revealed minor initial price effects and more marked, but still modest, adjustments to seasonal rate changes. Tests of the two information interventions indicated that neither made much difference to consumption patterns. Despite the lackluster statistical evidence for load shifting, the analysis points to key issues for critical analysis and development of residential Time-of-Use rates, especially pertinent as California sets the stage for demand response in more California residences.

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

    Science.gov (United States)

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

    2003-02-01

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

  8. Using Machine Learning and Data Analysis to Improve Customer Acquisition and Marketing in Residential Solar

    Energy Technology Data Exchange (ETDEWEB)

    Sigrin, Benjamin O [National Renewable Energy Laboratory (NREL), Golden, CO (United States)

    2017-10-18

    High customer acquisition costs remain a persistent challenge in the U.S. residential solar industry. Effective customer acquisition in the residential solar market is increasingly achieved with the help of data analysis and machine learning, whether that means more targeted advertising, understanding customer motivations, or responding to competitors. New research by the National Renewable Energy Laboratory, Sandia National Laboratories, Vanderbilt University, University of Pennsylvania, and the California Center for Sustainable Energy and funded through the U.S. Department of Energy's Solar Energy Evolution and Diffusion (SEEDS) program demonstrates novel computational methods that can help drive down costs in the residential solar industry.

  9. Electricity contract choices of Finnish residential customers. A choice based conjoint analysis

    Energy Technology Data Exchange (ETDEWEB)

    Rouvinen, S.; Matero, J. (Univ. of Eastern Finland, Joensuu (Finland), School of Forest Sciences), e-mail: seppo.rouvinen@uef.fi, e-mail: jukka.matero@uef.fi

    2010-07-01

    Our aim is to examine how different environmental attributes of electricity contracts affect the residential customer choices when heterogeneity in customer preferences and motivations is taken into account. The data was acquired by a mail questionnaire to random sample of Finnish people in October-November 2009 with a response rate of 38 %. In addition to conventional questions, like questions on socio-demographic and agreements of energy related statements, the discrete choice experiment (DCE) of electricity contracts was included. The choice sets in the DCE had three electricity contract alternatives with varying levels of predetermined attributes (including unit price, supplier type, frequency of power outages, energy source and CO{sub 2} emissions). In this paper, we present the findings of our DCE design. Modeling respondent choices resulted in implicit prices for various electricity contract attributes that provide guidance for green marketing strategies of electricity suppliers and energy related informational activities of public institutions. We conclude that currently the potential for increasing demand-based environmental competitiveness from the wood electricity differentiation remains limited as we did not find any significant market segment of residential customers with strong preferences for wood over other sources of electricity (including 'mixture'). (orig.)

  10. Customer Engagement in AEP gridSMART Residential Transactive System

    Energy Technology Data Exchange (ETDEWEB)

    Widergren, Steven E.; Marinovici, Maria C.; Fuller, Jason C.; Subbarao, Krishnappa; Chassin, David P.; Somani, Abhishek

    2014-12-31

    — In 2013, AEP Ohio (AEP) operated a 5-minute real-time price (RTP) electricity market system on 4 distribution feeders as part of their gridSMART® demonstration project. The RTP households were billed for their electricity usage according to an RTP tariff approved by the Public Utility Commission of Ohio. They were given the incentive that their annual bill would be no greater than if they were on the flat-rate tariff, but they had financial incentives to shift consumption from high price periods to low price periods. Incentives were also available for response under high prices from local events, such as reaching the distribution feeder capacity or a critical peak pricing event. An analysis of this transactive system experiment was completed in early 2014. This paper describes the incentive provided to the customer, the nature of their interaction with the smart thermostat that provided automated response to the transactive signal, and their level of satisfaction with the program.

  11. Experiences of Vulnerable Residential Customer Subpopulations with Critical Peak Pricing

    Energy Technology Data Exchange (ETDEWEB)

    Cappers, Peter [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Spurlock, C. Anna [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Todd, Annika [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Jin, Ling [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States)

    2017-04-13

    DOE decided to co-fund ten utilities to undertake eleven experimentally-designed Consumer Behavior Studies (CBS) that proposed to examine a wide range of the topics of interest to the electric utility industry. Each chosen utility was to design, implement and evaluate their own study in order to address questions of interest both to itself and to its applicable regulatory authority, whose approval was generally necessary for the study to proceed. The DOE Office of Energy Delivery and Electricity Reliability (OE), however, did set guidelines, both in the FOA and subsequently during the contracting period, for what would constitute an acceptable study under the Grant. To assist in ensuring these guidelines were adhered to, OE requested that LBNL act as project manager for these Consumer Behavior Studies to achieve consistency of experimental design and adherence to data collection and reporting protocols across the ten utilities. As part of its role, LBNL formed technical advisory groups (TAG) to separately assist each of the utilities by providing technical assistance in all aspects of the design, implementation and evaluation of their studies. LBNL was also given a unique opportunity to perform a comprehensive, cross-study analysis that uses the customer-level interval meter and demographic data made available by these utilities due to SGIG-imposed reporting requirements, in order to analyze critical policy issues associated with AMI-enabled rates and control/information technology. LBNL will publish the results of these analyses in a series of research reports, of which this is one, that attempt to address critical policy issues relating to a variety of topics including customer acceptance, retention and load response to time-based rates and various forms of enabling control and information technologies. This report extends the existing empirical literature on the experiences of low-income customers exposed to critical peak pricing, and provides the first glimpses

  12. Customer baseline load models for residential sector in a smart-grid environment

    Directory of Open Access Journals (Sweden)

    R. Sharifi

    2016-11-01

    In this paper, a new method is presented for the calculation of CBL for customers in residential sector in the context of a smart grid, considering the impact of weather changes. The results clearly show the high impact of changes in weather conditions on the calculation of CBL, and also show the extent of effect of buildings’ improved insulation on this parameter. It is also indicated that implementing DR programs can increase the willingness of customers in residential sector to improve the insulations of their buildings.

  13. Privately Provided Accommodation Service Quality and Customer Satisfaction

    National Research Council Canada - National Science Library

    Joshua Mugambwa; George William Mugerwa; Wilson Williams Mutumba; Claire Muganzi; Bridget Namubiru; Yusuf Waswa; Isaac Newton Kayongo

    2016-01-01

    .... 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...

  14. The Impact of Rate Design and Net Metering on the Bill Savings from Distributed PV for Residential Customers in California

    Energy Technology Data Exchange (ETDEWEB)

    Darghouth, Naim; Barbose, Galen; Wiser, Ryan

    2010-03-30

    Net metering has become a widespread policy in the U.S. for supporting distributed photovoltaics (PV) adoption. Though specific design details vary, net metering allows customers with PV to reduce their electric bills by offsetting their consumption with PV generation, independent of the timing of the generation relative to consumption - in effect, compensating the PV generation at retail electricity rates (Rose et al. 2009). While net metering has played an important role in jump-starting the residential PV market in the U.S., challenges to net metering policies have emerged in a number of states and contexts, and alternative compensation methods are under consideration. Moreover, one inherent feature of net metering is that the value of the utility bill savings it provides to customers with PV depends heavily on the structure of the underlying retail electricity rate, as well as on the characteristics of the customer and PV system. Consequently, the value of net metering - and the impact of moving to alternative compensation mechanisms - can vary substantially from one customer to the next. For these reasons, it is important for policymakers and others that seek to support the development of distributed PV to understand both how the bill savings varies under net metering, and how the bill savings under net metering compares to other possible compensation mechanisms. To advance this understanding, we analyze the bill savings from PV for residential customers of California's two largest electric utilities, Pacific Gas and Electric (PG&E) and Southern California Edison (SCE). The analysis is based on hourly load data from a sample of 215 residential customers located in the service territories of the two utilities, matched with simulated hourly PV production for the same time period based on data from the nearest of 73 weather stations in the state.

  15. Customer-Provider Strategic Alignment: A Maturity Model

    Science.gov (United States)

    Luftman, Jerry; Brown, Carol V.; Balaji, S.

    This chapter presents a new model for assessing the maturity of a ­customer-provider relationship from a collaborative service delivery perspective: the Customer-Provider Strategic Alignment Maturity (CPSAM) Model. This model builds on recent research for effectively managing the customer-provider relationship in IT service outsourcing contexts and a validated model for assessing alignment across internal IT service units and their business customers within the same organization. After reviewing relevant literature by service science and information systems researchers, the six overarching components of the maturity model are presented: value measurements, governance, partnership, communications, human resources and skills, and scope and architecture. A key assumption of the model is that all of the components need be addressed to assess and improve customer-provider alignment. Examples of specific metrics for measuring the maturity level of each component over the five levels of maturity are also presented.

  16. Impact of Rate Design Alternatives on Residential Solar Customer Bills. Increased Fixed Charges, Minimum Bills and Demand-based Rates

    Energy Technology Data Exchange (ETDEWEB)

    Bird, Lori [National Renewable Energy Lab. (NREL), Golden, CO (United States); Davidson, Carolyn [National Renewable Energy Lab. (NREL), Golden, CO (United States); McLaren, Joyce [National Renewable Energy Lab. (NREL), Golden, CO (United States); Miller, John [National Renewable Energy Lab. (NREL), Golden, CO (United States)

    2015-09-01

    With rapid growth in energy efficiency and distributed generation, electric utilities are anticipating stagnant or decreasing electricity sales, particularly in the residential sector. Utilities are increasingly considering alternative rates structures that are designed to recover fixed costs from residential solar photovoltaic (PV) customers with low net electricity consumption. Proposed structures have included fixed charge increases, minimum bills, and increasingly, demand rates - for net metered customers and all customers. This study examines the electricity bill implications of various residential rate alternatives for multiple locations within the United States. For the locations analyzed, the results suggest that residential PV customers offset, on average, between 60% and 99% of their annual load. However, roughly 65% of a typical customer's electricity demand is non-coincidental with PV generation, so the typical PV customer is generally highly reliant on the grid for pooling services.

  17. Managing customer loyalty in liberalized residential energy markets: the impact of energy branding

    Energy Technology Data Exchange (ETDEWEB)

    Hartmann, P.; Ibanez, V.A. [University of the Basque Country, Bilbao (Spain). Facultad de Ciencias Economicas y Empresariales

    2007-04-15

    In numerous recently deregulated energy markets, utilities previously operating in monopolistic environments are now focusing on customer satisfaction and loyalty. In this study, a conceptual framework is proposed that analyses the effects of brand associations and perceived switching costs on customer satisfaction and loyalty in residential energy markets. Several brand associations relevant to energy branding are identified: perceived technical service quality and service process quality, perception of value-added services, environmental and social commitment of the company, brand trust, price perceptions and brand associations related to the corporate attributes 'innovative and dynamic'. Subsequently, the proposed model is tested in the scope of a representative survey of Spanish residential energy customers. Results indicate that customer satisfaction, brand trust and perceived switching costs are positively related to customer loyalty and that brand trust exerts a stronger influence on customer loyalty than satisfaction and switching costs. Findings also show significant effects of the perception of service process quality and environmental and social commitment on loyalty via customer satisfaction. Implications for energy brand managers and regulators are discussed. [Author].

  18. The Impact of Rate Design and Net Metering on the Bill Savings from Distributed PV for Residential Customers in California

    Energy Technology Data Exchange (ETDEWEB)

    Energy and Resources Group, University of California, Berkeley; Darghouth, Naim R.; Barbose, Galen; Wiser, Ryan

    2011-06-01

    Net metering has become a widespread mechanism in the U.S. for supporting customer adoption of distributed photovoltaics (PV), but has faced challenges as PV installations grow to a larger share of generation in a number of states. This paper examines the value of the bill savings that customers receive under net metering, and the associated role of retail rate design, based on a sample of approximately two hundred residential customers of California's two largest electric utilities. We find that the bill savings per kWh of PV electricity generated varies by more than a factor of four across the customers in the sample, which is largely attributable to the inclining block structure of the utilities' residential retail rates. We also compare the bill savings under net metering to that received under three potential alternative compensation mechanisms, based on California's Market Price Referent (MPR). We find that net metering provides significantly greater bill savings than a full MPR-based feed-in tariff, but only modestly greater savings than alternative mechanisms under which hourly or monthly net excess generation is compensated at the MPR rate.

  19. The Economic Value of PV and Net Metering to Residential Customers in California

    Energy Technology Data Exchange (ETDEWEB)

    Darghouth, Naim; Barbose, Galen; Wiser, Ryan

    2010-05-17

    In this paper, we analyze the bill savings from PV for residential customers of the California's two largest electric utilities, under existing net metering tariffs as well as under several alternative compensation mechanisms. We find that economic value of PV to the customer is dependent on the structure of the underlying retail electricity rate and can vary quite significantly from one customer to another. In addition, we find that the value of the bill savings from PV generally declines with PV penetration level, as increased PV generation tends to offset lower-priced usage. Customers in our sample from both utilities are significantly better off with net metering than with a feed-in tariff where all PV generation is compensated at long-run avoided generation supply costs. Other compensation schemeswhich allow customers to displace their consumption with PV generation within each hour or each month, and are also based on the avoided costs, yield similar value to the customer as net metering.

  20. Providing nursing leadership in a community residential mental health setting.

    Science.gov (United States)

    Hughes, Frances A; Bamford, Anita

    2011-07-01

    The worldwide burden of mental illness is increasing. Strong leadership is increasingly emerging as a core component of good mental health nursing. The aim of this article is to demonstrate the ways in which nurses can provide strong and consistent leadership in a values-based practice environment that embodies respect for individuals' dignity and self-determination within a community residential mental health service, which provides a structural foundation for effective action. This is accomplished through the presentation of two vignettes, which highlight how the seemingly impossible becomes possible when an economic paradigm such as agency theory is exchanged for a sociological and psychological paradigm found in leadership as stewardship at the point of service. It is through stronger nursing leadership in mental health that stigma and discrimination can be reduced and better access to treatments and services can be gained by those with mental illness. Nurse leadership in mental health services is not new, but it is still relatively uncommon to see residential services for "high needs" individuals being led by nurses. How nurses meet the challenges faced by mental health services are often at the heart of effective leadership skills and strategies. Copyright 2011, SLACK Incorporated.

  1. Customer satisfaction surveys: Methodological recommendations for financial service providers

    Directory of Open Access Journals (Sweden)

    Đorđić Marko

    2010-01-01

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

  2. Privately Provided Accommodation Service Quality and Customer Satisfaction

    Directory of Open Access Journals (Sweden)

    Joshua Mugambwa

    2016-04-01

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

  3. 41 CFR 101-28.303 - Benefits provided by customer supply centers.

    Science.gov (United States)

    2010-07-01

    ... 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...

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

    DEFF Research Database (Denmark)

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

    2017-01-01

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

  5. Intensive Day Treatment Provides an Alternative to Residential Care.

    Science.gov (United States)

    Hamm, John

    1989-01-01

    Describes Phoenix, a day treatment program that provides intensive educational, social, and mental health services to high-risk teens. The program emphasizes positive reinforcement, a mix of service providers, a delivery system based on team organization, and family intervention. (RJC)

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

    Directory of Open Access Journals (Sweden)

    Shibashish Chakraborty

    2014-12-01

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

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

    Energy Technology Data Exchange (ETDEWEB)

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

    2013-05-01

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

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

    Directory of Open Access Journals (Sweden)

    Sangjong Han

    2015-09-01

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

  9. Financial health and customer satisfaction in private health care providers in Brazil.

    Science.gov (United States)

    Schiozer, Rafael Felipe; Saito, Cristiana Checchia; Saito, Richard

    2011-11-01

    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.

  10. THE INFLUENCE CELLULAR PROVIDER SERVICE QUALITY TOWARDS CUSTOMER LOYALTY INDOSAT IN JAKARTA

    Directory of Open Access Journals (Sweden)

    Dita Puruwita

    2014-10-01

    Full Text Available This research aims are to find out how well the service quality of PT Indosat Jakarta, how loyal are the customers, and how far the effect of the service quality toward the customers loyalty Indosat in Jakarta. The category of this research are descriptive and verification with surveys method by using a convenience sampling. The sample sizes is 120 respondents of Indosat customers. Therefore, the data collecting technique used are from secondary data, interview, observation and questionnaires. The result of this research based on hypothetical test indicates that there is a effect between the service quality and the customer loyalty. The conclusion of this research is that the performance of the service quality provided by Indosat is still under the customer expectation. It is suggested to the management of PT. Indosat, to improve and maintain their service quality in the dimension that is regard as important, as well the customer’s loyalty level.

  11. Predictors Of Customer Loyalty To Mobile Service Provider In South Africa

    OpenAIRE

    Richard Chinomona; Maxwell Sandada

    2013-01-01

    In spite of the increasing research on consumer behaviour, there is a dearth of studies that have investigated the influence of mobile provider service quality in customer satisfaction regarding customer trust and loyalty in the African mobile communication context. Therefore, this study examines the relationships using a data set of 151 mobile service clients in Gauteng Province of South Africa. All the posited five hypotheses are supported. The results indicate that the relationships betwee...

  12. VOLTTRON-Based System for Providing Ancillary Services with Residential Building Loads

    Energy Technology Data Exchange (ETDEWEB)

    Jin, Xin

    2016-07-01

    Ancillary services entail controlled modulation of building equipment to maintain a stable balance of generation and load in the power system. Ancillary services include frequency regulation and contingency reserves, whose acting time ranges from several seconds to several minutes. Many pilot studies have been implemented to use industrial loads to provide ancillary services, and some have explored services from commercial building loads or electric vehicle charging loads. Residential loads, such as space conditioning and water heating, represent a largely untapped resource for providing ancillary services. The residential building sector accounts for a significant fraction of the total electricity use in the United States. Many loads in residential buildings are flexible and could potentially be curtailed or shifted at the request of the grid. However, there are many barriers that prevent residential loads being widely used for ancillary services. One of the major technical barriers is the lack of communication capabilities between end-use devices and the grid. End-use devices need to be able to receive the automatic generation control (AGC) signal from the grid operator and supply certain types of telemetry to verify response. With the advance of consumer electronics, communication-enabled, or 'connected,' residential equipment has emerged to overcome the communication barrier. However, these end-use devices have introduced a new interoperability challenge due to the existence of numerous standards and communication protocols among different end devices. In this paper, we present a VOLTTRON-based system that overcomes these technical challenges and provides ancillary services with residential loads. VOLTTRON is an open-source control and sensing platform for building energy management, facilitating interoperability solutions for end devices. We have developed drivers to communicate and control different types of end devices through standard

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

    Directory of Open Access Journals (Sweden)

    Rakovska Miroslava

    2016-10-01

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

  14. The cost for meeting SLA requirements; Implications for customers and providers

    OpenAIRE

    Helvik, Bjarne Emil; Følstad, Eirik Larsen

    2016-01-01

    A Service Level Agreement (SLA) describes the service, the service-level objectives (SLOs), the price the customer should pay and the compensation if the SLOs are not met. There is a trade-off for the provider between the costs for improving the deployed service quality vs. probability of paying compensation. We propose how to estimate the provider's optimal service deployment. We show that the optimal deployed service quality is dependent on the SLOs, deployment cost, compensation and observ...

  15. Electricity Customers

    Science.gov (United States)

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

  16. Privately Provided Accommodation Service Quality and Customer Satisfaction: The Case of Nsamizi Training Institute of Social Development

    National Research Council Canada - National Science Library

    Mugambwa, Joshua; Mugerwa, George William; Mutumba, Wilson Williams; Muganzi, Claire; Namubiru, Bridget; Waswa, Yusuf; Kayongo, Isaac Newton

    2016-01-01

    .... 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...

  17. Authentication Issues in Multi-Service Residential Access Networks

    OpenAIRE

    Rossebo, Judith; Ronan, John; Walsh, Kristian

    2003-01-01

    Multi-service residential access networks allow residential customers to choose amongst a variety of service offerings, over a range of Core Networks and subject to user requirements such as QoS, mobility, cost and availability. These issues place requirements on authentication for network access, with a need for mutual authentication of the residential gateway (RG) to the local access point (LAP). The EU-IST project TORRENT is building a testbed providing for multi-service residential access...

  18. Factors impacting district heating companies' decision to provide small house customers with heat

    Energy Technology Data Exchange (ETDEWEB)

    Lygnerud, Kristina [University of Gothenburg, School of Business, Economics and Law, Box 610, SE-405 30 Gothenburg (Sweden); Peltola-Ojala, Paeivi [University of Joensuu, Department of Business and Economics, Law and Economics, P.O. Box 30, FIN-80101 Joensuu (Finland)

    2010-01-15

    District heating companies' efficiency of providing district heating to small houses in Finland and Sweden is studied. The method used is Data Envelopment Analysis (DEA). The results indicate that Finnish companies, overall, are more efficient when offering district heat to small house customers. In Finland, price increases demand and impacts district heating company efficiency the most. The lower price level in Finland, compared to Sweden, might be a reflection of competition between different heating goods. In Sweden, network size and company size (large companies are more efficient in providing small houses with heat than small ones) drive the efficiency of small house district heating. (author)

  19. Are you providing the 'right' customer experience? The case of Banca Popolare di Bari

    OpenAIRE

    Klaus, Philipp "Phil"; Gorgoglione, Michele; Pannelio, Umberto; Buonamassa, Daniela; Nguyen, Bang

    2017-01-01

    This is the first study modeling and empirically validating customer experience as a 'continuum'. The corresponding framework is titled Customer Experience Continuum (CEC). We adopt Klaus's (2012; 2013) customer experience quality scale (EXQ) to determine the effect of customer experience on a bank's marketing efforts and illustrate the positive impact of CEC and the profitability of customer experience strategy design with the case of Banca Popolare di Bari. This record was migrated from the...

  20. Residential immersive life skills programs for youth with disabilities: service providers' perceptions of change processes.

    Science.gov (United States)

    King, Gillian; McPherson, Amy; Kingsnorth, Shauna; Stewart, Debra; Glencross-Eimantas, Tanya; Jones-Galley, Kimberlea; Morrison, Andrea; Isihi, Ana Maria; Gorter, Jan Willem

    2015-05-01

    Residential immersive life skills (RILS) programs are designed to equip youth with physical disabilities with the foundational life skills required to assume adult roles. The objective was to determine RILS service providers' perceptions of the active ingredients of the intervention change process. Thirty-seven service providers from various disciplines completed measures to assess expertise status and participated in qualitative interviews. Qualitative themes were derived, and similarities and differences in themes were identified for blinded groups of novices, intermediates, and experts. The three main themes, reflecting change processes, were: (a) creating a supportive program atmosphere with multiple opportunities for learning, (b) using strategies to support, encourage, and engage youth, and (c) intentionally fostering youth experiences of skill development, social interaction, and pride in accomplishment. In contrast to the novices, experts displayed a more holistic perspective and paid attention to higher-order issues such as providing opportunities and enabling youth. The findings indicate how RILS service providers work to create a program atmosphere and employ strategies to intentionally foster particular youth experiences. The findings explicate service providers' theories of practice, the intentional design of RILS program environments to bring about client change, and the value of service provider expertise. Implications for Rehabilitation Service providers of youth independence-oriented life skills programs can intentionally create a learning-oriented and supportive program atmosphere by using non-directive, coaching/guiding, and engagement strategies Youth experiences of skill development, shared experience with others, and pride in accomplishment can be cultivated by providing a range of learning opportunities, including choice making, problem-solving, and skill mastery Compared to more novice service providers, experts discussed managing the

  1. Provider's perspectives on the impact of Immigration and Customs Enforcement (ICE) activity on immigrant health.

    Science.gov (United States)

    Hacker, Karen; Chu, Jocelyn; Arsenault, Lisa; Marlin, Robert P

    2012-05-01

    Increasing Immigration and Customs Enforcement (ICE) activities such as raids, detention, and deportation may be affecting the health and well-being of immigrants. This study sought to understand the impact of ICE activities on immigrant health from the perspective of health care providers. An online survey of primary care and emergency medicine providers was conducted to determine whether ICE activity was negatively affecting immigrant patients. Of 327 providers surveyed, 163 responded (50%) and 156 (48%) met criteria for inclusion. Seventy-five (48%) of them observed negative effects of ICE enforcement on the health or health access of immigrant patients. Forty-three providers gave examples of the impact on emotional health, ability to comply with health care recommendations, and access. Health care providers are witnessing the negative effects of ICE activities on their immigrant patients' psychological and physical health. This should be considered an important determinant of immigrant health.

  2. Older adult stereotypes among care providers in residential care facilities: examining the relationship between contact, eduaction, and ageism.

    Science.gov (United States)

    Reyna, Christine; Goodwin, Eric J; Ferrari, Joseph R

    2007-02-01

    One barrier to quality elder care is ageism among care providers. In the present study, two models of stereotype reduction were tested with care providers at residential homes for older adults--the effects of contact and the effects of education on prejudice. Caregivers at five residential programs in Australia completed a survey assessing education, training, contact with older clients, prior experience, and stereotypes toward older adults. Results revealed that contact was not associated with fewer stereotypes but education (both specific and general) was associated with fewer stereotypes. Implications are discussed in terms of possible interventions and increasing optimal contact with older clients.

  3. Experimental Shielding Evaluation of the Radiation Protection Provided by Residential Structures

    Science.gov (United States)

    Dickson, Elijah D.

    The human health and environmental effects following a postulated accidental release of radioactive material to the environment has been a public and regulatory concern since the early development of nuclear technology and researched extensively to better understand the potential risks for accident mitigation and emergency planning purposes. The objective of this investigation is to research and develop the technical basis for contemporary building shielding factors for the U.S. housing stock. Building shielding factors quantify the protection a certain building-type provides from ionizing radiation. Much of the current data used to determine the quality of shielding around nuclear facilities and urban environments is based on simplistic point-kernel calculations for 1950's era suburbia and is no longer applicable to the densely populated urban environments seen today. To analyze a building's radiation shielding properties, the ideal approach would be to subject a variety of building-types to various radioactive materials and measure the radiation levels in and around the building. While this is not entirely practicable, this research uniquely analyzes the shielding effectiveness of a variety of likely U.S. residential buildings from a realistic source term in a laboratory setting. Results produced in the investigation provide a comparison between theory and experiment behind building shielding factor methodology by applying laboratory measurements to detailed computational models. These models are used to develop a series of validated building shielding factors for generic residential housing units using the computational code MCNP5. For these building shielding factors to be useful in radiologic consequence assessments and emergency response planning, two types of shielding factors have been developed for; (1) the shielding effectiveness of each structure within a semi-infinite cloud of radioactive material, and (2) the shielding effectiveness of each structure

  4. Organisational and environmental characteristics of residential aged care units providing highly person-centred care: a cross sectional study.

    Science.gov (United States)

    Sjögren, Karin; Lindkvist, Marie; Sandman, Per-Olof; Zingmark, Karin; Edvardsson, David

    2017-01-01

    Few studies have empirically investigated factors that define residential aged care units that are perceived as being highly person-centred. The purpose of this study was to explore factors characterising residential aged care units perceived as being highly person-centred, with a focus on organisational and environmental variables, as well as residents' and staff' characteristics. A cross-sectional design was used. Residents (n = 1460) and staff (n = 1213) data from 151 residential care units were collected, as well as data relating to characteristics of the organisation and environment, and data measuring degree of person-centred care. Participating staff provided self-reported data and conducted proxy ratings on residents. Descriptive and comparative statistics, independent samples t-test, Chi2 test, Eta Squared and Phi coefficient were used to analyse data. Highly person-centred residential aged care units were characterized by having a shared philosophy of care, a satisfactory leadership, interdisciplinary collaboration and social support from colleagues and leaders, a dementia-friendly physical environment, staff having time to spend with residents, and a smaller unit size. Residential aged care units with higher levels of person-centred care had a higher proportion of staff with continuing education in dementia care, and a higher proportion of staff receiving regular supervision, compared to units with lower levels of person-centred care. It is important to target organisational and environmental factors, such as a shared philosophy of care, staff use of time, the physical environment, interdisciplinary support, and support from leaders and colleagues, to improve person-centred care in residential care units. Managers and leaders seeking to facilitate person-centred care in daily practice need to consider their own role in supporting, encouraging, and supervising staff.

  5. Congestion Avoidance Control through Non-cooperative Games between Customers and Service Providers

    Science.gov (United States)

    Charilas, Dimitris E.; Panagopoulos, Athanasios D.; Vlacheas, Panagiotis; Markaki, Ourania I.; Constantinou, Philip

    Congestion avoidance control refers to controlling the load of the network by restricting the admission of new user’s sessions and resolving the unwanted overload situations. Admission control and Load control constitute key mechanisms regarding Radio Resource Management. As the wireless world is moving towards heterogeneous wireless networks, these types of control are facing more challenges, since efficiency and fairness are required. Game theory provides an appropriate framework for formulating fair and efficient congestion avoidance control problems. In this paper we formulate a non-cooperative game between service providers and customers. On the one hand, the service providers wish to maximize their revenue, but on the other hand, the users wish to maximize the quality of service received, keeping at the same time the expenses as low as possible. Therefore a balance has to be established among these contradictory demands. Our effort also concentrates in the proper modeling of the user’s level of satisfaction, so as to provide a logical decision-taking framework. The proposed scheme is then tested using the ns2 simulator. Results show that both parties can benefit from this mechanism.

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

    NARCIS (Netherlands)

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

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

  7. Training residential supervisors to provide feedback for maintaining staff teaching skills with people who have severe disabilities.

    OpenAIRE

    Parsons, M B; Reid, D H

    1995-01-01

    We evaluated procedures for training supervisors in a residential setting to provide feedback for maintaining direct-service staff members ' teaching skills with people who have severe disabilities. Using classroom-based instruction and on-the-job observation and feedback, 10 supervisors were initially trained to implement teaching programs themselves. The training improved supervisors' teaching skills but was insufficient to improve the quality of feedback they provided to direct-service sta...

  8. Retailing residential electricity : A concept that makes sense?

    Energy Technology Data Exchange (ETDEWEB)

    MacDonald, C. [Alberta Univ., Edmonton, AB (Canada). Centre for Applied Business Research in Energy and the Environment

    2003-07-01

    A heated debate centres around the deregulation of the electricity industry and the retailing of residential electricity. An assessment of the current situation in the industry was provided in this paper to provide a basis for discussion. The experience gained both in Alberta and Texas in residential retail was examined. The main issue of concern is whether residential customers will benefit from deregulation of the electricity sector. The Retail Energy Deregulation (RED) Index provides a benchmark for those jurisdictions considering the residential options. Deregulation has not led to significant benefits to residential customers in most jurisdictions. The electricity industry will always require a central dispatch/market process that will have to designed, governed, regulated, modified regularly. The benefits to residential consumers are not expected for a very long time. Standard market design is an issue that will require attention. refs., 7 figs.

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

    Science.gov (United States)

    2002-06-01

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

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

    Directory of Open Access Journals (Sweden)

    Stanka Preskar

    2013-10-01

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

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

    Directory of Open Access Journals (Sweden)

    Naser Azad

    2013-04-01

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

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

    Directory of Open Access Journals (Sweden)

    Adriana Arineli

    2015-12-01

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

  13. Driving Demand for Home Energy Improvements: Motivating residential customers to invest in comprehensive upgrades that eliminate energy waste, avoid high utility bills, and spur the economy

    Energy Technology Data Exchange (ETDEWEB)

    Fuller, Merrian C.

    2010-09-20

    Policy makers and program designers in the U.S. and abroad are deeply concerned with the question of how to scale up energy efficiency to a level that is commensurate both to the scale of the energy and climate challenges we face, and to the potential for energy savings that has been touted for decades. When policy makers ask what energy efficiency can do, the answers usually revolve around the technical and economic potential of energy efficiency - they rarely hone in on the element of energy demand that matters most for changing energy usage in existing homes: the consumer. A growing literature is concerned with the behavioral underpinnings of energy consumption. We examine a narrower, related subject: How can millions of Americans be persuaded to divert valued time and resources into upgrading their homes to eliminate energy waste, avoid high utility bills, and spur the economy? With hundreds of millions of public dollars flowing into incentives, workforce training, and other initiatives to support comprehensive home energy improvements, it makes sense to review the history of these programs and begin gleaning best practices for encouraging comprehensive home energy improvements. Looking across 30 years of energy efficiency programs that targeted the residential market, many of the same issues that confronted past program administrators are relevant today: How do we cost-effectively motivate customers to take action? Who can we partner with to increase program participation? How do we get residential efficiency programs to scale? While there is no proven formula - and only limited success to date with reliably motivating large numbers of Americans to invest in comprehensive home energy improvements, especially if they are being asked to pay for a majority of the improvement costs - there is a rich and varied history of experiences that new programs can draw upon. Our primary audiences are policy makers and program designers - especially those that are relatively

  14. CUSTOMER RELATIONSHIP MANAGEMENT: A CUSTOMER RETENTION STRATEGY

    National Research Council Canada - National Science Library

    Ruchi

    2014-01-01

      Customer relationship management solutions provide you with the customer business data to help you provide services or products that your customers want, provide better customer service, cross-sell...

  15. Residential immersive life skills programs for youth with disabilities: service providers' perceptions of experiential benefits and key program features.

    Science.gov (United States)

    King, Gillian; McPherson, Amy; Kingsnorth, Shauna; Stewart, Debra; Glencross-Eimantas, Tanya; Gorter, Jan Willem; Jones-Galley, Kimberlea; Morrison, Andrea; Isihi, Ana Maria

    2015-01-01

    The objective was to determine service providers' perceptions of the experiential benefits of residential immersive life skills (RILS) programs for youth with disabilities, along with important program features. Thirty-seven service providers from three RILS programs took part in qualitative interviews. Themes were derived using a phenomenological approach. There were perceived benefits for youth, and also for parents and service providers. Study themes concerned the process of youth empowerment, life-changing experiences for youth and parents, and changed service provider views affecting practice. Youth changes were attributed to the residential group format and afforded opportunities, which included being away from home, navigating public transportation, directing attendant services, and sharing intense learning and social experiences with peers. Youth were seen to experience important personal changes in life skills, self-confidence, self-understandings, and self-advocacy. Perceived benefits for parents included realizations concerning their child's abilities and new hope for the future. Service providers indicated changes in their knowledge, perspectives, and approach to practice. The findings suggest that life skills programs should be intentionally designed to provide challenging experiential opportunities that motivate youth to engage in new life directions by providing new insights, self-realizations, and positive yet realistic views of the future. Service providers indicated the importance of challenging, real-world experiential opportunities that provide youth with disabilities with new insights, self-realizations, and positive yet realistic views of the future. Important experiential opportunities for youth included being away from home, navigating public transportation, directing attendant care, and sharing intense learning and social experiences with peers. The findings provide preliminary qualitative evidence that life skills programs should be

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

    Directory of Open Access Journals (Sweden)

    MALCOCI Marina

    2015-05-01

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

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

    Science.gov (United States)

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

    2018-02-01

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

  18. Candida and Fusarium species known as opportunistic human pathogens from customer-accessible parts of residential washing machines.

    Science.gov (United States)

    Babič, Monika Novak; Zalar, Polona; Ženko, Bernard; Schroers, Hans-Josef; Džeroski, Sašo; Gunde-Cimerman, Nina

    2015-03-01

    Energy constraints have altered consumer practice regarding the use of household washing machines. Washing machines were developed that use lower washing temperatures, smaller amounts of water and biodegradable detergents. These conditions may favour the enrichment of opportunistic human pathogenic fungi. We focused on the isolation of fungi from two user-accessible parts of washing machines that often contain microbial biofilms: drawers for detergents and rubber door seals. Out of 70 residential washing machines sampled in Slovenia, 79% were positive for fungi. In total, 72 strains belonging to 12 genera and 26 species were isolated. Among these, members of the Fusarium oxysporum and Fusarium solani species complexes, Candida parapsilosis and Exophiala phaeomuriformis represented 44% of fungi detected. These species are known as opportunistic human pathogens and can cause skin, nail or eye infections also in healthy humans. A machine learning analysis revealed that presence of detergents and softeners followed by washing temperature, represent most critical factors for fungal colonization. Three washing machines with persisting malodour that resulted in bad smelling laundry were analysed for the presence of fungi and bacteria. In these cases, fungi were isolated in low numbers (7.5 %), while bacteria Micrococcus luteus, Pseudomonas aeruginosa, and Sphingomonas species prevailed. Copyright © 2014 The British Mycological Society. Published by Elsevier Ltd. All rights reserved.

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

    Directory of Open Access Journals (Sweden)

    Živković Radmila

    2014-01-01

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

  20. The Customer Service Experience.

    Science.gov (United States)

    Bell, Chip R.

    2001-01-01

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

  1. Comparison of Clustering Techniques for Residential Energy Behavior using Smart Meter Data

    Energy Technology Data Exchange (ETDEWEB)

    Jin, Ling; Lee, Doris; Sim, Alex; Borgeson, Sam; Wu, Kesheng; Spurlock, C. Anna; Todd, Annika

    2017-03-21

    Current practice in whole time series clustering of residential meter data focuses on aggregated or subsampled load data at the customer level, which ignores day-to-day differences within customers. This information is critical to determine each customer’s suitability to various demand side management strategies that support intelligent power grids and smart energy management. Clustering daily load shapes provides fine-grained information on customer attributes and sources of variation for subsequent models and customer segmentation. In this paper, we apply 11 clustering methods to daily residential meter data. We evaluate their parameter settings and suitability based on 6 generic performance metrics and post-checking of resulting clusters. Finally, we recommend suitable techniques and parameters based on the goal of discovering diverse daily load patterns among residential customers. To the authors’ knowledge, this paper is the first robust comparative review of clustering techniques applied to daily residential load shape time series in the power systems’ literature.

  2. Product Customization

    DEFF Research Database (Denmark)

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

    For the majority of industrial companies, customizing products and services is among the most critical means to deliver true customer value and achieve superior competitive advantage. The challenge is not to customize products and services in itself – but to do it in a profitable way...... from more than 40 product configuration projects in companies providing customer tailored products and services......., a reduction of the resources spent for the specification of customized products, and the possibility of optimizing the products according to customer demands. This book presents an operational procedure for the design of product configuration systems in industrial companies, based on the experience gained...

  3. Suggestions for Customer Strategy Updates : Finnish Customs

    OpenAIRE

    Kaisto, Raisa

    2014-01-01

    The case organization Finnish Customs wanted to be provided with new suggestions for their customer strategy updates. The first objective of this study was to study how the needs of the partnership and key customers are met in the customer strategy and provide suggestions for improvements. Another objective was to research the legislation influencing the customer strategy development. The customer strategy was created in 2004 and it was combined with other strategies in 2013. The customer...

  4. GSM Marketing Service Providers Operations and Customers Satisfaction in Nigeria: An Empirical Investigation

    Directory of Open Access Journals (Sweden)

    Adebisi Sunday Abayomi

    2011-06-01

    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.

  5. Customer-centered strategic diversification: specialty health care provider moves towards primary care.

    Science.gov (United States)

    Clugston, M M

    1997-01-01

    A logistic regression model is used to analyze an OB/GYN'S move towards primary care. Current clients' use/no use response of the clinic as a primary care provider is the criterion variable. Predictor variables include new primary care services, expanded OB/GYN services, overall system utilization, and current insurance and physician status. Overall, only 37% of the clinic's current clients indicated they would utilize the clinic for primary care. Having a personal physician is a significant predictor of a client's decision to utilize the clinic's new primary care services. Other significant predictor variables are discussed.

  6. Custom HL7 V3 message provider using web services security features.

    Science.gov (United States)

    Voos, Javier; Riva, Guillermo; Zerbini, Carlos; Centeno, Carlos; Gonzalez, Eduardo

    2010-01-01

    Due the availability of new data transmission technologies and new standards for medical studies development, e-health systems have had a sustained adoption in recent years. In this scenario, the health systems are incorporating and increasing the health services offering in response to their needs. This paper presents a system able to transmit medical studies using different communication channels providing an effective use of the medical equipment, the data transmission networks and the human resources availability. This system is based on service oriented architecture (SOA) to propose different alternatives in terms of which data needs to be transmitted for the acquired medical study, in order to attend different medical diagnosis providing an efficient use of the available communication channels. About the security implemented for the data transmission, there are different configurations available for encryption and signing at message level, to ensure that messages cannot be changed without detection during the transmission. For message definition, the HL7 V3 standard is implemented and the medical studies are stored in a centralized database located in a web server accessible via Internet to enable second medical opinion from other specialists.

  7. Contingency Contracting Customer Guide

    Science.gov (United States)

    1996-12-01

    deployed contracting officer to train individual customers on the process, the customer support guide provides the necessary explanations without...straining valuable manpower resources. The Contracting Deployment Customer Guide aids the customer in contingency situations and addresses purchase requests

  8. Product Customization

    DEFF Research Database (Denmark)

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

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

  9. Satellite provided customer premise services: A forecast of potential domestic demand through the year 2000. Volume 2: Technical report

    Science.gov (United States)

    Kratochvil, D.; Bowyer, J.; Bhushan, C.; Steinnagel, K.; Al-Kinani, G.

    1983-01-01

    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.

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

    Directory of Open Access Journals (Sweden)

    Marcin Świtała

    2015-12-01

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

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

    Science.gov (United States)

    Payne, Stephanie C; Webber, Sheila Simsarian

    2006-03-01

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

  12. The quasi-market for adult residential care in the UK: Do for-profit, not-for-profit or public sector residential care and nursing homes provide better quality care?

    Science.gov (United States)

    Barron, David N; West, Elizabeth

    2017-04-01

    There has been a radical transformation in the provision of adult residential and nursing home care in England over the past four decades. Up to the 1980s, over 80% of adult residential care was provided by the public sector, but today public sector facilities account for only 8% of the available places, with the rest being provided by a mixture of for-profit firms (74%) and non-profit charities (18%). The public sector's role is often now that of purchaser (paying the fees of people unable to afford them) and regulator. While the idea that private companies may play a bigger role in the future provision of health care is highly contentious in the UK, the transformation of the residential and nursing home care has attracted little comment. Concerns about the quality of care do emerge from time to time, often stimulated by high profile media investigations, scandals or criminal prosecutions, but there is little or no evidence about whether or not the transformation of the sector from largely public to private provision has had a beneficial effect on those who need the service. This study asks whether there are differences in the quality of care provided by public, non-profit or for-profit facilities in England. We use data on care quality for over 15,000 homes that are provided by the industry regulator in England: the Care Quality Commission (CQC). These data are the results of inspections carried out between April 2011 and October 2015. Controlling for a range of facility characteristics such as age and size, proportional odds logistic regression showed that for-profit facilities have lower CQC quality ratings than public and non-profit providers over a range of measures, including safety, effectiveness, respect, meeting needs and leadership. We discuss the implications of these results for the ongoing debates about the role of for-profit providers of health and social care. Copyright © 2017 Elsevier Ltd. All rights reserved.

  13. Learning to deal constructively with troubled conscience related to care providers' perceptions of deficient teamwork in residential care of older people--a participatory action research study.

    Science.gov (United States)

    Ericson-Lidman, Eva; Strandberg, Gunilla

    2015-06-01

    Conscience can be perceived as an asset that helps care providers to provide good care, but it can also be a burden that generates stress of conscience (stress related to a troubled conscience). Participatory action research (PAR) has been shown to be successful in supporting care providers in residential care of older people to learn to deal with their troubled conscience in challenging and demanding care situations. The aim of the study was to describe an intervention process to assist care providers in residential care of older people to constructively deal with their troubled conscience related to perceptions of deficient teamwork. The study design was grounded in PAR. Nine enrolled nurses (ENs), two nursing aids (NAs), one Registered Nurse (RN) and their manager participated in 12 PAR sessions. All sessions were tape-recorded, and a domain analysis of the transcriptions was performed. Findings show that a PAR-based intervention can support care providers to understand, handle and take measures against deficient teamwork. Using troubled conscience as a driving force can increase the opportunities to improve quality of care in residential care for older people. During the PAR process, participants raised their awareness of the need to view the team in a wider sense and that the manager and the Registered Nurse should also be members of the team to improve team outcome. To improve clinical practice, we suggest that teams in residential care of older people should be enabled to share and reflect on challenging situations that generate troubled conscience. However, as shown in this study, care providers might need support in order to facilitate and promote sharing and reflecting on what their conscience tells them. © 2014 Nordic College of Caring Science.

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

    National Research Council Canada - National Science Library

    Blondeau, Sharon

    2002-01-01

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

  15. LIABILITY OF COMPUTER MAINTENANCE PROVIDERS UNDER COPYRIGHT LAW: STORAGE TECH. CORP. V. CUSTOM HARDWARE ENG'G & CONSULTING, INC.

    National Research Council Canada - National Science Library

    Dean L Franklin; Timothy D Krieger

    2006-01-01

    .... Custom Hardware Engineering & Consulting Inc ("Storage Tech. i"), held that 17 U.S.C. S 117 excluded from copyright infringement the copying of computer programs by an ISO while performing ongoing maintenance on a computer system...

  16. Satellite provided customer promises services, a forecast of potential domestic demand through the year 2000. Volume 4: Sensitivity analysis

    Science.gov (United States)

    Kratochvil, D.; Bowyer, J.; Bhushan, C.; Steinnagel, K.; Kaushal, D.; Al-Kinani, G.

    1984-01-01

    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.

  17. VA residential substance use disorder treatment program providers' perceptions of facilitators and barriers to performance on pre-admission processes.

    Science.gov (United States)

    Ellerbe, Laura S; Manfredi, Luisa; Gupta, Shalini; Phelps, Tyler E; Bowe, Thomas R; Rubinsky, Anna D; Burden, Jennifer L; Harris, Alex H S

    2017-04-04

    In the U.S. Department of Veterans Affairs (VA), residential treatment programs are an important part of the continuum of care for patients with a substance use disorder (SUD). However, a limited number of program-specific measures to identify quality gaps in SUD residential programs exist. This study aimed to: (1) Develop metrics for two pre-admission processes: Wait Time and Engagement While Waiting, and (2) Interview program management and staff about program structures and processes that may contribute to performance on these metrics. The first aim sought to supplement the VA's existing facility-level performance metrics with SUD program-level metrics in order to identify high-value targets for quality improvement. The second aim recognized that not all key processes are reflected in the administrative data, and even when they are, new insight may be gained from viewing these data in the context of day-to-day clinical practice. VA administrative data from fiscal year 2012 were used to calculate pre-admission metrics for 97 programs (63 SUD Residential Rehabilitation Treatment Programs (SUD RRTPs); 34 Mental Health Residential Rehabilitation Treatment Programs (MH RRTPs) with a SUD track). Interviews were then conducted with management and front-line staff to learn what factors may have contributed to high or low performance, relative to the national average for their program type. We hypothesized that speaking directly to residential program staff may reveal innovative practices, areas for improvement, and factors that may explain system-wide variability in performance. Average wait time for admission was 16 days (SUD RRTPs: 17 days; MH RRTPs with a SUD track: 11 days), with 60% of Veterans waiting longer than 7 days. For these Veterans, engagement while waiting occurred in an average of 54% of the waiting weeks (range 3-100% across programs). Fifty-nine interviews representing 44 programs revealed factors perceived to potentially impact performance in

  18. Are women more loyal customers than men? Gender differences in loyalty to firms and individual service providers

    NARCIS (Netherlands)

    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

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

    NARCIS (Netherlands)

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

    2009-01-01

    textabstractPrevailing wisdom assumes that female consumers are more loyal than male consumers. The authors report conditions under which the reverse is found, depending on the object of customer loyalty. For example, whereas female consumers tend to be more loyal than male consumers to

  20. Satellite provided customer premise services: A forecast of potential domestic demand through the year 2000. Volume 3: Appendices

    Science.gov (United States)

    Kratochvil, D.; Bowyer, J.; Bhushan, C.; Steinnagel, K.; Kaushal, D.; Al-Kinani, G.

    1983-01-01

    Voice applications, data applications, video applications, impacted baseline forecasts, market distribution, potential CPS (customers premises services) user classes, net long haul forecasts, CPS cost analysis, overall satellite forecast, CPS satellite market, Ka-band CPS satellite forecast, nationwide traffic distribution model, and intra-urban topology are discussed.

  1. Implementation of the provider change process via CRM (Customer Relation Management) system; Umsetzung des Lieferantenwechsels mit CRM-System. Masken fuer Vertrieb und Netz durch System strikt getrennt

    Energy Technology Data Exchange (ETDEWEB)

    Liegl, A. [Stadtwerke Muenchen (Germany). Fachbereich Organisation; Percher, G. [Siemens AG, Graz (Austria)

    2004-03-22

    In October 2001 Stadtwerke Muenchen has set into function the module 'Customer Care' as the first part of a corporate CRM system. The objective oft the project was to gain an overall sight on the customers thus obtaining the necessary basis for customer loyalty programmes and acquisition. The provider change process is up to now marked by a high degree of manual activities. In the future it has to be performed thoroughly and efficiently using CRM functions. Care has to be taken to meet the necessary demands of the provider and the net company with respect to the unbundling requirement. (orig.) [German] Die Stadtwerke Muenchen haben im Oktober 2001 das Modul Kundenkontaktmanagement als erste Stufe eines unternehmensweiten CRM-Systems in Betrieb genommen. Ziel des Projekts war es, eine ganzheitliche Kundensicht zu ermoeglichen und so die Voraussetzungen fuer Kundenbindung und Kundengewinnung zu schaffen. Der bisher durch manuellen Aufwand gepraegte Prozess des Lieferantenwechsels soll nun mit CRM-Funktionen durchgaengig und effizient abgewickelt werden. Dabei wird den Beduerfnissen sowohl des Netzbetreibers als auch des Vertriebs unter Beachtung der Vorschriften des Unbundlings Rechnung getragen. (orig.)

  2. Customer portfolios

    DEFF Research Database (Denmark)

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

    2017-01-01

    gives managers a tool to help to cope with the dynamic aspects of the customer portfolio. Recognition of the importance of communication to the process, the development of trust and the role of legitimacy also provides areas that managers can focus upon in their relationship management processes...

  3. Customized Content Delivery for Graduate Management Education: Application to Business Statistics

    Science.gov (United States)

    Hall, Owen P., Jr.; Ko, Ken

    2008-01-01

    Globalization is bringing about a radical "rethink" regarding the delivery of graduate management education. Today, many students entering a residential MBA program do not possess an undergraduate degree in business. As a result, many business schools are increasingly turning to the Internet to provide "customized" instructional content to ensure…

  4. Nonphysician Care Providers Can Help to Increase Detection of Cognitive Impairment and Encourage Diagnostic Evaluation for Dementia in Community and Residential Care Settings.

    Science.gov (United States)

    Maslow, Katie; Fortinsky, Richard H

    2018-01-18

    In the United States, at least half of older adults living with dementia do not have a diagnosis. Their cognitive impairment may not have been detected, and some older adults whose physician recommends that they obtain a diagnostic evaluation do not follow through on the recommendation. Initiatives to increase detection of cognitive impairment and diagnosis of dementia have focused primarily on physician practices and public information programs to raise awareness about the importance of detection and diagnosis. Nonphysician care providers who work with older adults in community and residential care settings, such as aging network agencies, public health agencies, senior housing, assisted living, and nursing homes, interact frequently with older adults who have cognitive impairment but have not had a diagnostic evaluation. These care providers may be aware of signs of cognitive impairment and older adults' concerns about their cognition that have not been expressed to their physician. Within their scope of practice and training, nonphysician care providers can help to increase detection of cognitive impairment and encourage older adults with cognitive impairment to obtain a diagnostic evaluation to determine the cause of the condition. This article provides seven practice recommendations intended to increase involvement of nonphysician care providers in detecting cognitive impairment and encouraging older adults to obtain a diagnostic evaluation. The Kickstart-Assess-Evaluate-Refer (KAER) framework for physician practice in detection and diagnosis of dementia is used to identify ways to coordinate physician and nonphysician efforts and thereby increase the proportion of older adults living with dementia who have a diagnosis. © The Author(s) 2018. Published by Oxford University Press on behalf of The Gerontological Society of America. All rights reserved. For permissions, please e-mail: journals.permissions@oup.com.

  5. Large-Scale Residential Demolition

    Science.gov (United States)

    The EPA provides resources for handling residential demolitions or renovations. This includes planning, handling harmful materials, recycling, funding, compliance assistance, good practices and regulations.

  6. MODEL FOR INSTANTANEOUS RESIDENTIAL WATER DEMANDS

    Science.gov (United States)

    Residential wateer use is visualized as a customer-server interaction often encountered in queueing theory. Individual customers are assumed to arrive according to a nonhomogeneous Poisson process, then engage water servers for random lengths of time. Busy servers are assumed t...

  7. Understanding customer experience.

    Science.gov (United States)

    Meyer, Christopher; Schwager, Andre

    2007-02-01

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

  8. Moving from Outsider to Insider: Peer Status and Partnerships between Electricity Utilities and Residential Consumers

    Science.gov (United States)

    Morris, Peter; Buys, Laurie; Vine, Desley

    2014-01-01

    An electricity demand reduction project based on comprehensive residential consumer engagement was established within an Australian community in 2008. By 2011, both the peak demand and grid supplied electricity consumption had decreased to below pre-intervention levels. This case study research explored the relationship developed between the utility, community and individual consumer from the residential customer perspective through qualitative research of 22 residential households. It is proposed that an energy utility can be highly successful at peak demand reduction by becoming a community member and a peer to residential consumers and developing the necessary trust, access, influence and partnership required to create the responsive environment to change. A peer-community approach could provide policymakers with a pathway for implementing pro-environmental behaviour for low carbon communities, as well as peak demand reduction, thereby addressing government emission targets while limiting the cost of living increases from infrastructure expenditure. PMID:24979234

  9. Residential Waste

    DEFF Research Database (Denmark)

    Christensen, Thomas Højlund; Fruergaard, Thilde; Matsufuji, Y.

    2011-01-01

    Residential waste comes from residential areas with multi-family and single-family housing and includes four types of waste: household waste, garden waste, bulky waste and household hazardous waste. Typical unit generation rates, material composition, chemical composition and determining factors...... are discussed in this chapter. Characterizing residential waste is faced with the problem that many residences already divert some waste away from the official collection systems, for example performing home composting of vegetable waste and garden waste, having their bundled newspaper picked up by the scouts...... twice a year or bringing their used furniture to the flea markets organized by charity clubs. Thus, much of the data available on residential waste represents collected waste and not necessarily all generated waste. The latter can only be characterized by careful studies directly at the source...

  10. Customer experience

    OpenAIRE

    Koperdáková, Zuzana

    2016-01-01

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

  11. MARKETING RELATIONSHIP AND TRADING IN THE RELATIONSHIP BETWEEN SERVICE PROVIDERS, HEALTH OPERATORS AND FINAL CUSTOMER: THE SEARCH FOR AN INTEGRATING MODEL

    Directory of Open Access Journals (Sweden)

    Nilda Catalina, Tañski

    2012-01-01

    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.

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

    NARCIS (Netherlands)

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

    2009-01-01

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

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

    NARCIS (Netherlands)

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

    2007-01-01

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

  14. Customs leaflet: December 2013

    OpenAIRE

    2015-01-01

    The Sochi 2014 "Customs leaflet" is intended for Olympic and Paralympic Family organisations and provides short practical insights on how to import and export various types of goods to and from Russia for organizing and staging the Sochi 2014 Winter Olympic and Paralympic Games. More detailed information is provided in the “Customs and freight forwarding guide.

  15. Financing Non-Residential Photovoltaic Projects: Options and Implications

    Energy Technology Data Exchange (ETDEWEB)

    Bolinger, Mark

    2009-01-09

    Installations of grid-connected photovoltaic (PV) systems in the United States have increased dramatically in recent years, growing from less than 20 MW in 2000 to nearly 500 MW at the end of 2007, a compound average annual growth rate of 59%. Of particular note is the increasing contribution of 'non-residential' grid-connected PV systems--defined here as those systems installed on the customer (rather than utility) side of the meter at commercial, institutional, non-profit, or governmental properties--to the overall growth trend. Although there is some uncertainty in the numbers, non-residential PV capacity grew from less than half of aggregate annual capacity installations in 2000-2002 to nearly two-thirds in 2007. This relative growth trend is expected to have continued through 2008. The non-residential sector's commanding lead in terms of installed capacity in recent years primarily reflects two important differences between the non-residential and residential markets: (1) the greater federal 'Tax Benefits'--including the 30% investment tax credit (ITC) and accelerated tax depreciation--provided to commercial (relative to residential) PV systems, at least historically (this relative tax advantage has largely disappeared starting in 2009) and (2) larger non-residential project size. These two attributes have attracted to the market a number of institutional investors (referred to in this report as 'Tax Investors') seeking to invest in PV projects primarily to capture their Tax Benefits. The presence of these Tax Investors, in turn, has fostered a variety of innovative approaches to financing non-residential PV systems. This financial innovation--which is the topic of this report--has helped to overcome some of the largest barriers to the adoption of non-residential PV, and is therefore partly responsible (along with the policy changes that have driven this innovation) for the rapid growth in the market seen in recent years

  16. Building Agents to Serve Customers

    OpenAIRE

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

    2004-01-01

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

  17. Customization Issues

    DEFF Research Database (Denmark)

    Jørgensen, Kaj Asbjørn; Brunø, Thomas Ditlev; Taps, Stig B.

    2014-01-01

    Implementation of mass customization and product configuration in companies requires fundamental considerations about how products can fulfil the demand from customers. In order to support such decision-making, a multi-level model for customization is developed. This model identifies four differe...... 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.......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...

  18. Product Customization

    DEFF Research Database (Denmark)

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

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

  19. Product Customization

    DEFF Research Database (Denmark)

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

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

  20. Focusing on customer service.

    Science.gov (United States)

    1996-01-01

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

  1. Customer Relationship Management.

    Science.gov (United States)

    Fayerman, Michael

    2002-01-01

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

  2. Managing Global Customers

    NARCIS (Netherlands)

    G.S. Yip (George)

    2009-01-01

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

  3. Analytics for Customer Engagement

    NARCIS (Netherlands)

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

    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

  4. Custom controls

    Science.gov (United States)

    Butell, Bart

    1996-02-01

    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.

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

    OpenAIRE

    Berrin Onaran,; Zeki Atil Bulut,; Alparslan Ozmen

    2013-01-01

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

  6. Preliminary analysis of Block Island Power Company's use of clean distributed resources to provide power to its customers

    Energy Technology Data Exchange (ETDEWEB)

    Hoff, T.E.

    2000-01-25

    This report is an analysis of the potential for Block Island Power Company (BIPCO) to use renewable energy and clean distributed resources to supply power to its customers. The preliminary conclusion of this work is that a system composed of clean distributed resources has the potential to be a technically and economically feasible alternative for BIPCO.

  7. Quality and customer satisfaction: A case study in Brazil

    Science.gov (United States)

    Barcellos, Paulo Fernando Pinto

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

  8. A Novel Implementation Strategy in Residential Care Settings to Promote EBP: Direct Care Provider Perceptions and Development of a Conceptual Framework.

    Science.gov (United States)

    Slaughter, Susan E; Bampton, Erin; Erin, Daniel F; Ickert, Carla; Jones, C Allyson; Estabrooks, Carole A

    2017-06-01

    Innovative approaches are required to facilitate the adoption and sustainability of evidence-based care practices. We propose a novel implementation strategy, a peer reminder role, which involves offering a brief formal reminder to peers during structured unit meetings. This study aims to (a) identify healthcare aide (HCA) perceptions of a peer reminder role for HCAs, and (b) develop a conceptual framework for the role based on these perceptions. In 2013, a qualitative focus group study was conducted in five purposively sampled residential care facilities in western Canada. A convenience sample of 24 HCAs agreed to participate in five focus groups. Concurrent with data collection, two researchers coded the transcripts and identified themes by consensus. They jointly determined when saturation was achieved and took steps to optimize the trustworthiness of the findings. Five HCAs from the original focus groups commented on the resulting conceptual framework. HCAs were cautious about accepting a role that might alienate them from their co-workers. They emphasized feeling comfortable with the peer reminder role and identified circumstances that would optimize their comfort including: effective implementation strategies, perceptions of the role, role credibility and a supportive context. These intersecting themes formed a peer reminder conceptual framework. We identified HCAs' perspectives of a new peer reminder role designed specifically for them. Based on their perceptions, a conceptual framework was developed to guide the implementation of a peer reminder role for HCAs. This role may be a strategic implementation strategy to optimize the sustainability of new practices in residential care settings, and the related framework could offer guidance on how to implement this role. © 2017 Sigma Theta Tau International.

  9. Achieving excellence--creating customer passion.

    Science.gov (United States)

    Scheuing, E E

    1999-08-01

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

  10. ASD Customer Satisfaction Survey

    Data.gov (United States)

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

  11. A customer service journey.

    Science.gov (United States)

    VanDecandelaere, Traci

    2012-01-01

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

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

    Directory of Open Access Journals (Sweden)

    Sandra-Dinora Orantes-Jiménez

    2017-08-01

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

  13. Customer satisfaction.

    Science.gov (United States)

    Vukmir, Rade B

    2006-01-01

    This paper seeks to present an analysis of the literature examining objective information concerning the subject of customer service, as it applies to the current medical practice. Hopefully, this information will be synthesized to generate a cogent approach to correlate customer service with quality. Articles were obtained by an English language search of MEDLINE from January 1976 to July 2005. This computerized search was supplemented with literature from the author's personal collection of peer-reviewed articles on customer service in a medical setting. This information was presented in a qualitative fashion. There is a significant lack of objective data correlating customer service objectives, patient satisfaction and quality of care. Patients present predominantly for the convenience of emergency department care. Specifics of satisfaction are directed to the timing, and amount of "caring". Demographic correlates including symptom presentation, practice style, location and physician issues directly impact on satisfaction. It is most helpful to develop a productive plan for the "difficult patient", emphasizing communication and empathy. Profiling of the customer satisfaction experience is best accomplished by examining the specifics of satisfaction, nature of the ED patient, demographic profile, symptom presentation and physician interventions emphasizing communication--especially with the difficult patient. The current emergency medicine customer service dilemmas are a complex interaction of both patient and physician factors specifically targeting both efficiency and patient satisfaction. Awareness of these issues particular to the emergency patient can help to maximize efficiency, minimize subsequent medicolegal risk and improve patient care if a tailored management plan is formulated.

  14. Customer loyalty program for the dual-energy clientele

    Energy Technology Data Exchange (ETDEWEB)

    Lagace, C. [Hydro-Quebec, Montreal, PQ (Canada)

    1997-11-01

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

  15. Residential energy usage comparison project: An overview

    Energy Technology Data Exchange (ETDEWEB)

    Smith, B.A.; Uhlaner, R.T.; Cason, T.N. (Quantum Consulting, Inc., Berkeley, CA (USA))

    1990-10-01

    This report provides an overveiw of the residential energy usage comparison project, an integrated load and market research project sponsored by EPRI and the Southern California Edison Company. Traditional studies of the relative energy consumption of electric and gas household appliances have relied on laboratory analyses and computer simulations. This project was designed to study the appliance energy consumption patterns of actual households. Ninety-two households in Orange County, California, southeast of Los Angeles, served as the study sample. Half of the households received new electric space-conditioning, water-heating, cooking, and clothes-drying equipment; the other half received gas equipment. The electric space-conditioning and water-heating appliances were heat pump technologies. All of the appliances were metered to collect load-shape and energy consumption data. The households were also surveyed periodically to obtain information on their energy needs and their acceptance of the appliances. The metered energy consumption data provide an important benchmark for comparing the energy consumption and costs of alternative end-use technologies. The customer research results provide new insights into customer preferences for fuel and appliance types. 15 figs., 3 tabs.

  16. Hedging customers.

    Science.gov (United States)

    Dhar, Ravi; Glazer, Rashi

    2003-05-01

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

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

    Directory of Open Access Journals (Sweden)

    MELNIC Elena Lidia

    2017-01-01

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

  18. The opening of electricity and gas markets to residential customers. Annual barometer - First wave. December 2007; L'ouverture des marches de l'electricite et du gaz naturel pour les clients residentiels. Barometre annuel - vague 1. Decembre 2007

    Energy Technology Data Exchange (ETDEWEB)

    NONE

    2007-07-01

    Since July 1, 2007, French residential customers can freely chose their energy supplier. A quantitative inquiry has been carried out by LH2 on behalf of the French Energy Regulatory Commission (CRE) on a sample of 1501 households representative of the overall French households. The aim of this barometer is to answer the following questions: what is the level of knowledge and information of individuals about the opening of energy markets and the new regulation in force? How do they perceive this opening? What is their behaviour in front of the opening of markets to competition? Four years after the full opening of energy markets, this first inquiry has permitted to draw up a first status of the knowledge, behaviour and opinion of individuals with respect to the opening of these markets. (J.S.)

  19. CUSTOMER-ORIENTED MANAGEMENT PRINCIPLES IN SPORTS PLACES AND SPACES AS AN EFFECTIVE STEP TO PROVIDE PHYSICAL AND MENTAL HEALTH OF CITIZENS

    Directory of Open Access Journals (Sweden)

    Habib Honari

    2011-01-01

    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.

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

    NARCIS (Netherlands)

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

    2009-01-01

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

  1. Customer Communication Document

    Science.gov (United States)

    2009-01-01

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

  2. Bank Customers Management System

    Directory of Open Access Journals (Sweden)

    Ebubeogu Amarachukwu Felix

    2015-08-01

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

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

    OpenAIRE

    Dr. vildan ateş

    2017-01-01

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

  4. Customer Loyalty and Customer Relationship Management

    Science.gov (United States)

    Zhang, Pengwei; Li, Min; Jiao, Xiaojing; Zhou, Ruijin

    The contemporary company attaches great importance to marketing relationship and customer relations is the core of this relationship. Further, customer satisfaction and loyalty is the core of the customer relationship management. Sometimes, high customer satisfaction causes low profit because enterprises do not realize that strengthening the loyalty of the aimed customer is the key of customer relationship management.

  5. Customer satisfaction

    DEFF Research Database (Denmark)

    Eskildsen, Jacob Kjær; Kristensen, Kai

    2007-01-01

    & Westlund, 2003) as well as the structure of the framework (Eskildsen et al., 2004). We know however very little about how the structure of the individual markets with respect to, for instance, how the transparency of products and services affects customer satisfaction. The aim of this article is to analyze...... the effect of the transparency of products and services on customer satisfaction with respect to Danish mobile phone companies, banks and supermarkets from 2004 based on the authors' experiences from the various analyses conducted within the EPSI rating initiative....

  6. Product customization

    DEFF Research Database (Denmark)

    Lueg, Rainer

    2015-01-01

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

  7. Customer-Centricity for Financial Inclusion

    OpenAIRE

    Kilara, Tanaya; Rhyne, Elisabeth

    2014-01-01

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

  8. Product Customization

    DEFF Research Database (Denmark)

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

    . 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...

  9. Estimated Value of Service Reliability for Electric Utility Customers in the United States

    Energy Technology Data Exchange (ETDEWEB)

    Sullivan, M.J.; Mercurio, Matthew; Schellenberg, Josh

    2009-06-01

    Information on the value of reliable electricity service can be used to assess the economic efficiency of investments in generation, transmission and distribution systems, to strategically target investments to customer segments that receive the most benefit from system improvements, and to numerically quantify the risk associated with different operating, planning and investment strategies. This paper summarizes research designed to provide estimates of the value of service reliability for electricity customers in the US. These estimates were obtained by analyzing the results from 28 customer value of service reliability studies conducted by 10 major US electric utilities over the 16 year period from 1989 to 2005. Because these studies used nearly identical interruption cost estimation or willingness-to-pay/accept methods it was possible to integrate their results into a single meta-database describing the value of electric service reliability observed in all of them. Once the datasets from the various studies were combined, a two-part regression model was used to estimate customer damage functions that can be generally applied to calculate customer interruption costs per event by season, time of day, day of week, and geographical regions within the US for industrial, commercial, and residential customers. Estimated interruption costs for different types of customers and of different duration are provided. Finally, additional research and development designed to expand the usefulness of this powerful database and analysis are suggested.

  10. Measuring Customer Profitability in Complex Environments

    DEFF Research Database (Denmark)

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

    2012-01-01

    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......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....

  11. Guidelines for residential commissioning

    Energy Technology Data Exchange (ETDEWEB)

    Wray, Craig P.; Walker, Iain S.; Sherman, Max H.

    2003-01-31

    Currently, houses do not perform optimally or even as many codes and forecasts predict, largely because they are field assembled and there is no consistent process to identify problems or to correct them. Residential commissioning is a solution to this problem. This guide is the culmination of a 30-month project that began in September 1999. The ultimate objective of the project is to increase the number of houses that undergo commissioning, which will improve the quality, comfort, and safety of homes for California citizens. The project goal is to lay the groundwork for a residential commissioning industry in California focused on end-use energy and non-energy issues. As such, we intend this guide to be a beginning and not an end. Our intent is that the guide will lead to the programmatic integration of commissioning with other building industry processes, which in turn will provide more value to a single site visit for people such as home energy auditors and raters, home inspectors, and building performance contractors. Project work to support the development of this guide includes: a literature review and annotated bibliography, which facilitates access to 469 documents related to residential commissioning published over the past 20 years (Wray et al. 2000), an analysis of the potential benefits one can realistically expect from commissioning new and existing California houses (Matson et al. 2002), and an assessment of 107 diagnostic tools for evaluating residential commissioning metrics (Wray et al. 2002). In this guide, we describe the issues that non-experts should consider in developing a commissioning program to achieve the benefits we have identified. We do this by providing specific recommendations about: how to structure the commissioning process, which diagnostics to use, and how to use them to commission new and existing houses. Using examples, we also demonstrate the potential benefits of applying the recommended whole-house commissioning approach to

  12. Optimal residential water conservation strategies considering related energy in California

    Science.gov (United States)

    Escriva-Bou, Alvar; Lund, Jay R.; Pulido-Velazquez, Manuel

    2015-06-01

    Although most freshwater resources are used in agriculture, residential water use is a much more energy intensive user. Based on this, we analyze the increased willingness to adopt water conservation strategies if energy cost is included in the customers' utility function. Using a Water-Energy-CO2 emissions model for household water end uses and probability distribution functions for parameters affecting water and water-related energy use in 10 different locations in California, this research introduces a probabilistic two-stage optimization model considering technical and behavioral decision variables to obtain the most economical strategies to minimize household water and water-related energy bills and costs given both water and energy price shocks. Results can provide an upper bound of household savings for customers with well-behaved preferences, and show greater adoption rates to reduce energy intensive appliances when energy is accounted, resulting in an overall 24% reduction in indoor water use that represents a 30% reduction in water-related energy use and a 53% reduction in household water-related CO2 emissions. Previous use patterns and water and energy rate structures can affect greatly the potential benefits for customers and so their behavior. Given that water and energy are somewhat complementary goods for customers, we use results of the optimization to obtain own-price and cross-price elasticities of residential water use by simulating increases in water and energy prices. While the results are highly influenced by assumptions due to lack of empirical data, the method presented has no precedent in the literature and hopefully will stimulate the collection of additional relevant data.

  13. French Customs

    CERN Multimedia

    GS Department

    2010-01-01

    Please note that the French Customs (initially located in Building 904, Prévessin) are now located in Ferney-Voltaire (FR): Mrs Catherine NEUVILLE Douane de Ferney-Voltaire Rue de Genève F – 01210 Ferney-Voltaire Phone : 33 4 50 40 51 42 Email : catherine.neuville@douane.finances.gouv.fr Tom Wegelius Tel: 79947 Logistics and Site Services

  14. Analysis of institutional mechanisms affecting residential and commercial buildings retrofit

    Energy Technology Data Exchange (ETDEWEB)

    1980-09-01

    Barriers to energy conservation in the residential and commercial sectors influence (1) the willingness of building occupants to modify their energy usage habits, and (2) the willingness of building owners/occupants to upgrade the thermal characteristics of the structures within which they live or work and the appliances which they use. The barriers that influence the willingness of building owners/occupants to modify the thermal efficiency characteristics of building structures and heating/cooling systems are discussed. This focus is further narrowed to include only those barriers that impede modifications to existing buildings, i.e., energy conservation retrofit activity. Eight barriers selected for their suitability for Federal action in the residential and commercial sectors and examined are: fuel pricing policies that in the short term do not provide enough incentive to invest in energy conservation; high finance cost; inability to evaluate contractor performance; inability to evaluate retrofit products; lack of well-integrated or one-stop marketing systems (referred to as lack of delivery systems); lack of precise or customized information; lack of sociological/psychological incentives; and use of the first-cost decision criterion (expanded to include short-term payback criterion for the commercial sector). The impacts of these barriers on energy conservation are separately assessed for the residential and commercial sectors.

  15. Predictive Systems for Customer Interactions

    Science.gov (United States)

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

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

  16. Family Customs and Traditions.

    Science.gov (United States)

    MacGregor, Cynthia

    Recognizing the importance of maintaining open communication with immediate and extended family members, this book provides a compilation of ideas for family traditions and customs that are grounded in compassion and human kindness. The traditions were gathered from families in the United States and Canada who responded to advertisements in…

  17. Chippewa Customs. Reprint Edition.

    Science.gov (United States)

    Densmore, Frances

    Using information obtained between 1907 and 1925 from members of the Chippewa tribe, the Bureau of American Ethnology, and the United States National Museum, the book describes various Chippewa customs. Information, collected on six reservations in Minnesota and Wisconsin and the Manitou Rapids Reserve in Ontario, Canada, is provided concerning…

  18. Customized hazard maps

    Science.gov (United States)

    Showstack, Randy

    Finding out about the historic occurrence of six different types of natural hazards in any region in the United States recently became a little easier.A Project Impact initiative of the Federal Emergency Management Agency (FEMA) and ESRI—a leading provider of Geographic Information System (GIS) software and a Project Impact partner—offers the public customized online hazard maps.

  19. Understanding Customer Experience Throughout the Customer Journey

    NARCIS (Netherlands)

    Lemon, Katherine N.; Verhoef, Peter C.

    2016-01-01

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

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

    OpenAIRE

    Tatuil, Anggreiny

    2013-01-01

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

  1. I-SAVE conservation program. Implementing title II of NECPA residential conservation service. Final draft

    Energy Technology Data Exchange (ETDEWEB)

    None

    1980-05-30

    The I-SAVE (Iowa Saves America's Vital Energy) conservation plan provides comprehensive energy-conservation information and services to residential consumers served by large investor-owned electric and gas utilities and participating home-heating suppliers. The overall objective of the I-SAVE plan is to conserve energy by facilitating cost-effective retrofit of existing housing and promoting more-efficient energy use. The ultimate benefit available to the customer under the I-SAVE plan - reduction in energy use - is dependent upon the action he or she takes as a result of the program audit. Benefits to the utility and the ratepayers as a whole, however, will accrue only upon widespread customer acceptance and utilization of program services. This degree of program acceptance and the resulting benefits to ratepayers can be attained only through an aggressive educational and promotional effort by the covered utilities. All electric and gas utilities which have sales, other than resale, exceeding 750 million kWh of electricity or 10 billion cubic feet of gas and participating home-heating suppliers, shall provide a program announcement and shall offer conservation services to their customers who occupy a residential building containing at least one, but not more than four units, in a manner as provided by the rules. The text of the rules is presented. (MCW)

  2. 26 CFR 1.23-1 - Residential energy credit.

    Science.gov (United States)

    2010-04-01

    ... 26 Internal Revenue 1 2010-04-01 2010-04-01 true Residential energy credit. 1.23-1 Section 1.23-1... Rates During A Taxable Year § 1.23-1 Residential energy credit. (a) General rule. Section 23 or former section 44C provides a residential energy credit against the tax imposed by chapter 1 of the Internal...

  3. Optimization Models and Methods for Demand-Side Management of Residential Users: A Survey

    Directory of Open Access Journals (Sweden)

    Antimo Barbato

    2014-09-01

    Full Text Available The residential sector is currently one of the major contributors to the global energy balance. However, the energy demand of residential users has been so far largely uncontrollable and inelastic with respect to the power grid conditions. With the massive introduction of renewable energy sources and the large variations in energy flows, also the residential sector is required to provide some flexibility in energy use so as to contribute to the stability and efficiency of the electric system. To address this issue, demand management mechanisms can be used to optimally manage the energy resources of customers and their energy demand profiles. A very promising technique is represented by demand-side management (DSM, which consists in a proactive method aimed at making users energy-efficient in the long term. In this paper, we survey the most relevant studies on optimization methods for DSM of residential consumers. Specifically, we review the related literature according to three axes defining contrasting characteristics of the schemes proposed: DSM for individual users versus DSM for cooperative consumers, deterministic DSM versus stochastic DSM and day-ahead DSM versus real-time DSM. Based on this classification, we provide a big picture of the key features of different approaches and techniques and discuss future research directions.

  4. Improving managed care value through customer service.

    Science.gov (United States)

    Tomczyk, Dennis J

    2002-06-01

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

  5. Residential Mechanical Precooling

    Energy Technology Data Exchange (ETDEWEB)

    German, Alea [Davis Energy Group, Davis, CA (United States). Alliance for Residential Building Innovation (ARBI); Hoeschele, Marc [Davis Energy Group, Davis, CA (United States). Alliance for Residential Building Innovation (ARBI)

    2014-12-01

    Residential air conditioning (AC) represents a challenging load for many electric utilities with poor load factors. Mechanical precooling improves the load factor by shifting cooling operation from on-peak to off-peak hours. This provides benefits to utilities and the electricity grid, as well as to occupants who can take advantage of time-of-use (TOU) electricity rates. Performance benefits stem from reduced compressor cycling, and shifting condensing unit operation to earlier periods of the day when outdoor temperatures are more favorable to operational efficiency. Finding solutions that save energy and reduce demand on the electricity grid is an important national objective and supports key Building America goals. The Alliance for Residential Building Innovation team evaluated mechanical AC precooling strategies in homes throughout the United States. EnergyPlus modeling was used to evaluate two homes with different performance characteristics in seven climates. Results are applicable to new construction homes and most existing homes built in the last 10 years, as well as fairly efficient retrofitted homes. A successful off-peak AC strategy offers the potential for increased efficiency and improved occupant comfort, and promotes a more reliable and robust electricity grid. Demand response capabilities and further integration with photovoltaic TOU generation patterns provide additional opportunities to flatten loads and optimize grid impacts.

  6. A Methodology for Estimating Large-Customer Demand Response MarketPotential

    Energy Technology Data Exchange (ETDEWEB)

    Goldman, Charles; Hopper, Nicole; Bharvirkar, Ranjit; Neenan,Bernie; Cappers,Peter

    2007-08-01

    Demand response (DR) is increasingly recognized as an essential ingredient to well-functioning electricity markets. DR market potential studies can answer questions about the amount of DR available in a given area and from which market segments. Several recent DR market potential studies have been conducted, most adapting techniques used to estimate energy-efficiency (EE) potential. In this scoping study, we: reviewed and categorized seven recent DR market potential studies; recommended a methodology for estimating DR market potential for large, non-residential utility customers that uses price elasticities to account for behavior and prices; compiled participation rates and elasticity values from six DR options offered to large customers in recent years, and demonstrated our recommended methodology with large customer market potential scenarios at an illustrative Northeastern utility. We observe that EE and DR have several important differences that argue for an elasticity approach for large-customer DR options that rely on customer-initiated response to prices, rather than the engineering approaches typical of EE potential studies. Base-case estimates suggest that offering DR options to large, non-residential customers results in 1-3% reductions in their class peak demand in response to prices or incentive payments of $500/MWh. Participation rates (i.e., enrollment in voluntary DR programs or acceptance of default hourly pricing) have the greatest influence on DR impacts of all factors studied, yet are the least well understood. Elasticity refinements to reflect the impact of enabling technologies and response at high prices provide more accurate market potential estimates, particularly when arc elasticities (rather than substitution elasticities) are estimated.

  7. The Competitive Causes and Consequences of Customer Satisfaction

    OpenAIRE

    Simon, Daniel H.; Gomez, Miguel I.

    2005-01-01

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

  8. Customer relationship management: Concept and importance for banking sector

    OpenAIRE

    Laketa, Marko; Sanader, Dusica; Laketa, Luka; Misic, Zvonimir

    2015-01-01

    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 technologi...

  9. ASHRAE and residential ventilation

    Energy Technology Data Exchange (ETDEWEB)

    Sherman, Max H.

    2003-10-01

    logical place to provide leadership. This leadership has been demonstrated most recently by the publication of the first nationally recognized standard on ventilation in homes, ASHRAE Standard 62.2-2003, which builds on work that has been part of ASHRAE for many years and will presumably continue. Homeowners and occupants, which includes virtually all of us, will benefit from the application of Standard 62.2 and use of the top ten list. This activity is exactly the kind of benefit to society that the founders of ASHRAE envisioned and is consistent with ASHRAE's mission and vision. ASHRAE members should be proud of their Society for taking leadership in residential ventilation.

  10. ANTECEDENTS OF CUSTOMER RELATIONSHIP MANAGEMENT CAPABILITIES

    Directory of Open Access Journals (Sweden)

    Tuleu Daniela

    2015-07-01

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

  11. Social Customer Relationship Management: A Case Study

    OpenAIRE

    Paliouras Konstantinos; Siakas Kerstin V.

    2017-01-01

    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 ...

  12. Building brand equity and customer loyalty

    Energy Technology Data Exchange (ETDEWEB)

    Pokorny, G. [Reports/Research International, Cambridge, MA (United States)

    1995-05-01

    Customer satisfaction and customer loyalty are two different concepts, not merely two different phrases measuring a single consumer attitude. Utilities having identical customer satisfaction ratings based on performance in areas like power reliability, pricing, and quality of service differ dramatically in their levels of customer loyalty. As competitive markets establish themselves, discrepancies in customer loyalty will have profound impacts on each utility`s prospects for market retention, profitability, and ultimately, shareholder value. Meeting pre-existing consumer needs, wants and preferences is the foundation of any utility strategy for building customer loyalty and market retention. Utilities meet their underlying customer expectations by performing well in three discrete areas: product, customer service programs, and customer service transactions. Brand equity is an intervening variable standing between performance and the loyalty a utility desires. It is the totality of customer perceptions about the unique extra value the utility provides above and beyond its basic product, customer service programs and customer service transactions; it is the tangible, palpable reality of a branded utility that exists in the minds of consumers. By learning to manage their brand equity as well as they manage their brand performance, utilities gain control over all the major elements in the value-creation process that creates customer loyalty. By integrating brand performance and brand equity, electric utility companies can truly become in their customers` eyes a brand - a unique, very special, value-added energy services provider that can ask for and deserve a premium price in the marketplace.

  13. Customer Equity von KMUs

    NARCIS (Netherlands)

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

    2003-01-01

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

  14. Mass Customization Services

    DEFF Research Database (Denmark)

    Friedrich, Gerhard

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

  15. Talking about Customer Service.

    Science.gov (United States)

    Talley, Mary; Axelroth, Joan

    2001-01-01

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

  16. Updated Value of Service Reliability Estimates for Electric Utility Customers in the United States

    Energy Technology Data Exchange (ETDEWEB)

    Sullivan, Michael [Nexant Inc., Burlington, MA (United States); Schellenberg, Josh [Nexant Inc., Burlington, MA (United States); Blundell, Marshall [Nexant Inc., Burlington, MA (United States)

    2015-01-01

    This report updates the 2009 meta-analysis that provides estimates of the value of service reliability for electricity customers in the United States (U.S.). The meta-dataset now includes 34 different datasets from surveys fielded by 10 different utility companies between 1989 and 2012. Because these studies used nearly identical interruption cost estimation or willingness-to-pay/accept methods, it was possible to integrate their results into a single meta-dataset describing the value of electric service reliability observed in all of them. Once the datasets from the various studies were combined, a two-part regression model was used to estimate customer damage functions that can be generally applied to calculate customer interruption costs per event by season, time of day, day of week, and geographical regions within the U.S. for industrial, commercial, and residential customers. This report focuses on the backwards stepwise selection process that was used to develop the final revised model for all customer classes. Across customer classes, the revised customer interruption cost model has improved significantly because it incorporates more data and does not include the many extraneous variables that were in the original specification from the 2009 meta-analysis. The backwards stepwise selection process led to a more parsimonious model that only included key variables, while still achieving comparable out-of-sample predictive performance. In turn, users of interruption cost estimation tools such as the Interruption Cost Estimate (ICE) Calculator will have less customer characteristics information to provide and the associated inputs page will be far less cumbersome. The upcoming new version of the ICE Calculator is anticipated to be released in 2015.

  17. One rate does not fit all: An empirical analysis of electricity tariffs for residential microgrids

    NARCIS (Netherlands)

    G. Fridgen (Gilbert); M.T. Kahlen (Micha); W. Ketter (Wolfgang); Rieger, A. (Alexander); Thimmel, M. (Markus)

    2017-01-01

    textabstractIncreasingly, residential customers are deploying PV units to lower electricity bills and contribute to a more sustainable use of resources. This selective decentralization of power generation, however, creates significant challenges, because current transmission and distribution grids

  18. 76 FR 1626 - Customs Brokers User Fee Payment for 2011

    Science.gov (United States)

    2011-01-11

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

  19. 78 FR 77140 - Customs Brokers User Fee Payment for 2014

    Science.gov (United States)

    2013-12-20

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

  20. 77 FR 74201 - Customs Brokers User Fee Payment for 2013

    Science.gov (United States)

    2012-12-13

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

  1. Mastering Microsoft Forefront UAG 2010 Customization

    CERN Document Server

    Ben-Ari, Erez

    2012-01-01

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

  2. King customer forever: Customer satisfaction and beyond

    OpenAIRE

    Myuers James

    2004-01-01

    "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. Ha...

  3. Customer Driven Capacity Setting

    OpenAIRE

    Hübl, Alexander; Altendorfer, Klaus; Jodlbauer, Herbert; Pilstl, Josef

    2010-01-01

    International audience; The purpose of this article is to develop a method for short and medium term capacity setting decisions for providing a market oriented level of available capacity for the investigated machine groups. An MTO (make to order) production system is considered. The basic concept is that the cumulative available capacity of the machine group has to be greater than or equal to the cumulative needed capacity influenced by the customer orders. The cumulative needed capacity is ...

  4. Differences between Residential and Non-Residential Fathers on Sexual Socialisation of African American Youth

    Science.gov (United States)

    Sneed, Carl D.; Willis, Leigh A.

    2016-01-01

    This study investigated differences between residential and non-residential fathers on topics discussed during father-child sex communication and factors associated with child sexual socialisation. Young people (N = 159, 53% female) provided self-reports using computer surveys on the role of their fathers on father-child sex communication, general…

  5. Impact of information and communications technologies on residental customer energy services

    Energy Technology Data Exchange (ETDEWEB)

    Goldman, C.; Kempton, W.; Eide, A.; Iyer, M. [and others

    1996-10-01

    This study analyzes the potential impact of information and communications technologies on utility delivery of residential customer energy services. Many utilities are conducting trials which test energy-related and non-energy services using advanced communications systems.

  6. Understanding customer satisfaction at Al-Ahli hospital in Qatar

    OpenAIRE

    2016-01-01

    paper starts by discussing the importance of the healthcare industry in Qatar and provides a brief about Al-Ahli hospital and why is it important for Al-Ahli Hospital to understand their customer satisfaction. It also provides an overview about the customer satisfaction, the factors that impact customer satisfaction, why customer satisfaction is important and how to measure customer satisfaction. This research paper discusses seven studies conducted around the world tackling the customer s...

  7. Solar + Storage Synergies for Managing Commercial-Customer Demand Charges

    Energy Technology Data Exchange (ETDEWEB)

    Gagnon, Pieter J. [National Renewable Energy Laboratory (NREL), Golden, CO (United States); Govindarajan, Anand [National Renewable Energy Laboratory (NREL), Golden, CO (United States); Bird, Lori A. [National Renewable Energy Laboratory (NREL), Golden, CO (United States); Barbose, Galen [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Darghouth, Naim [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Mills, Andrew [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States)

    2017-10-24

    We study the synergies between behind-the-meter solar and storage in reducing commercial-customer demand charges. This follows two previous studies that examined demand charge savings for stand-alone solar in both the residential and commercial sectors. In this study we show that solar and storage show consistent synergies for demand charge management, that the magnitude of reductions are highly customer-specific, and that the magnitude of savings is influenced by the design of the electricity tariff.

  8. Estimating Large-Customer Demand Response Market Potential:Integrating Price and Customer Behavior

    Energy Technology Data Exchange (ETDEWEB)

    Goldman, Charles; Hopper, Nicole; Bharvirkar, Ranjit; Neenan,Bernie; Cappers, Peter

    2007-06-01

    ABSTRACT=Demand response (DR) is increasingly recognized asan essential ingredient to well-functioning electricity markets. DRmarket potential studies can answer questions about the amount of DRavailable in a given area, from which market segments. Several recent DRmarket potential studies have been conducted, most adapting techniquesused to estimate energy-efficiency (EE) potential. In this scoping study,we: reviewed and categorized seven recent DR market potential studies;recommended a methodology for estimating DR market potential for large,non-residential utility customers that uses price elasticities to accountfor behavior and prices; compiled participation rates and elasticityvalues from six DR options offered to large customers in recent years,and demonstrated our recommended methodology with large customer marketpotential scenarios at an illustrative Northeastern utility. We recommendan elasticity approach for large-customer DR options that rely oncusto!

  9. 77 FR 61623 - Proposed Renewal of Information Collection: 1090-0007, American Customer Satisfaction Index (ACSI...

    Science.gov (United States)

    2012-10-10

    ... Satisfaction Index (ACSI) Government Customer Satisfaction Surveys AGENCY: Office of the Secretary, National... collection for the American Customer Satisfaction Index (ACSI) Government Customer Satisfaction Surveys to... [email protected] . Individuals providing comments should reference Customer Satisfaction Surveys (OMB...

  10. Long Term Incentives for Residential Customers Using Dynamic Tariff

    DEFF Research Database (Denmark)

    Huang, Shaojun; Wu, Qiuwei; Nielsen, Arne Hejde

    2015-01-01

    This paper reviews several grid tariff schemes, including flat tariff, time-of-use, time-varying tariff, demand charge and dynamic tariff (DT), from the perspective of the long term incentives. The long term incentives can motivate the owners of flexible demands to change their energy consumption...... behavior in such a way that the power system operation issues, such as system balance and congestion, can be alleviated. From the comparison study, including analysis and case study, the DT scheme outperforms the other tariff schemes in terms of cost saving and network operation condition improving....

  11. E-Customer Satisfaction in the E-Tailing Industry: An Empirical Survey for Turkish E-Customers

    OpenAIRE

    Suleyman Barutcu

    2010-01-01

    The main objective of this study is to provide theoretical and empirical frameworks for determining drivers of e-customer satisfaction from e-tailers and highlight what is needed to increase e-customer satisfaction level in Turkey. First, literature was reviewed about customer satisfaction to verify the drivers of e-customer satisfaction. Second, an empirical study was conducted to determine the drivers of e-customer satisfaction and measure e-customer satisfaction level from e-stores. In con...

  12. STRATEGI CUSTOMER RELATIONSHIP MARKETING TERHADAP LOYALITAS PELANGGAN

    Directory of Open Access Journals (Sweden)

    Sri Setyo Iriani

    2017-03-01

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

  13. Midmarket Solar Policies in the United States: A Guide for Midsized Solar Customers

    Energy Technology Data Exchange (ETDEWEB)

    Tian, Tian [National Renewable Energy Lab. (NREL), Golden, CO (United States); Liu, Chang [National Renewable Energy Lab. (NREL), Golden, CO (United States); O' Shaughnessy, Eric [National Renewable Energy Lab. (NREL), Golden, CO (United States); Mathur, Shivani [National Renewable Energy Lab. (NREL), Golden, CO (United States); Holm, Alison [National Renewable Energy Lab. (NREL), Golden, CO (United States); Miller, John [National Renewable Energy Lab. (NREL), Golden, CO (United States)

    2016-09-01

    The midscale market for solar photovoltaics (PV) has not experienced the same high growth rate as residential- or utility-scale market segments in the past five years when solar PV deployment increased rapidly. Midscale solar can be defined as behind-the-meter solar PV between 50 kilowatts and 2 megawatts adopted by multi-housing residential, commercial, industrial, non-profit, and other entities. A number of challenges face the midscale segment, including difficulties in contracting, mismatch between tenant lease and PV financing terms, high transaction costs relative to project sizes, and inefficiencies in matching prospective projects with capital. The changing policy landscape across U.S. states provides both opportunities and challenges to midmarket solar. Some states, such as California, are expanding system capacity limits for policies such as net metering, thus enabling a wider range of customers to benefit from excess generation. A number of states and utilities are making changes to rate design to introduce new or higher user fees for solar customers or reduced tariffs for net metering, which decrease the value of solar generation. An understanding of these policies relative to project feasibility and economics is important for prospective customers to make informed decisions to adopt solar PV. This guide complements existing solar policy resources to help potential customers navigate through the policy landscape in order to make informed decisions for their solar investment. The first part of this guide introduces the key solar policies necessary for policy-based decision-making, which involves using knowledge of a solar policy to improve project economics and efficiency. Policies that could result in policy-based decisions include interconnection standards, net metering, user fees, incentives, and third-party ownership policies. The goal of this section is to equip prospective customers and project developers with the tools necessary to understand and

  14. A customer satisfaction model for a utility service industry

    Science.gov (United States)

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

    2016-08-01

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

  15. Public goods and private interests: Understanding non-residential demand for green power

    Energy Technology Data Exchange (ETDEWEB)

    Wiser, Ryan H.; Fowlie, Meredith; Holt, Edward A.

    2001-01-01

    This article presents the results of the first large-scale mail survey of non-residential green power customers in the United States. The survey explored the motivations, attitudes, and experiences of 464 business, non-profit, and public-sector customers that have voluntarily opted to purchase - and frequently pay a premium for - renewable electricity. Results of this study should be of value to marketers interested in targeting these customer segments, to policy makers interested in fostering and understanding non-residential demand for green power, and to academics pondering the motivations for firms to engage in such voluntary environmental initiatives.

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

    Directory of Open Access Journals (Sweden)

    Azman Ismail

    2016-12-01

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

  17. A marketing view of the customer value: Customer lifetime value and customer equity

    OpenAIRE

    Estrella-Ramon, A. M.; Sanchez-Perez, M.; Swinnen, Gilbert; VANHOOF, Koen

    2013-01-01

    Throughout this research the customer valuation trend in marketing is going to be reviewed, emphasizing Customer Lifetime Value and Customer Equity measures. The main theoretical contributions in the development and evolution of the Customer Lifetime Value concept are analysed. Customer Lifetime Value is also differentiated from Customer Equity and Customer Profitability analysis to estimate customer value in terms of firm profitability. Customer Lifetime Value and Customer Equity concepts ar...

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

    OpenAIRE

    Ham, Meyske

    2016-01-01

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

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

    OpenAIRE

    Lee, Linda

    2016-01-01

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

  20. Residential photovoltaic system designs

    Energy Technology Data Exchange (ETDEWEB)

    Russell, M. C.

    1981-01-01

    A project to develop Residential Photovoltaic Systems has begun at Massachusetts Institute of Technology Lincoln Laboratory with the construction and testing of five Prototype Systems. All of these systems utilize a roof-mounted photovoltaic array and allow excess solar-generated electric energy to be fed back to the local utility grid, eliminating the need for on-site storage. Residential photovoltaic system design issues are discussed and specific features of the five Prototype Systems now under test are presented.

  1. WEB-BASED PRODUCT CONFIGURATION FOR MASS CUSTOMIZATION : Towards developing mass customization strategy

    OpenAIRE

    Ristov, Pero; Trpeska Ristova, Ana

    2011-01-01

    The increasing demand towards products and services that perfectly matches the customer needs is evident, so the manufacturing trends are aiming to produce small unit of customized product in large total volumes. The advances in manufacturing and information technologies provided great opportunities to achieve cost-effective mass customization. The purpose of this study was to have a holistic view on under-standing how entrepreneurs in small companies employ and effectively manage mass custom...

  2. Customer Strategies for Responding to Day-Ahead Market HourlyElectricity Pricing

    Energy Technology Data Exchange (ETDEWEB)

    Goldman, Chuck; Hopper, Nicole; Bharvirkar, Ranjit; Neenan,Bernie; Boisvert, Dick; Cappers, Peter; Pratt, Donna; Butkins, Kim

    2005-08-25

    Real-time pricing (RTP) has been advocated as an economically efficient means to send price signals to customers to promote demand response (DR) (Borenstein 2002, Borenstein 2005, Ruff 2002). However, limited information exists that can be used to judge how effectively RTP actually induces DR, particularly in the context of restructured electricity markets. This report describes the second phase of a study of how large, non-residential customers' adapted to default-service day-ahead hourly pricing. The customers are located in upstate New York and served under Niagara Mohawk, A National Grid Company (NMPC)'s SC-3A rate class. The SC-3A tariff is a type of RTP that provides firm, day-ahead notice of hourly varying prices indexed to New York Independent System Operator (NYISO) day-ahead market prices. The study was funded by the California Energy Commission (CEC)'s PIER program through the Demand Response Research Center (DRRC). NMPC's is the first and longest-running default-service RTP tariff implemented in the context of retail competition. The mix of NMPC's large customers exposed to day-ahead hourly prices is roughly 30% industrial, 25% commercial and 45% institutional. They have faced periods of high prices during the study period (2000-2004), thereby providing an opportunity to assess their response to volatile hourly prices. The nature of the SC-3A default service attracted competitive retailers offering a wide array of pricing and hedging options, and customers could also participate in demand response programs implemented by NYISO. The first phase of this study examined SC-3A customers' satisfaction, hedging choices and price response through in-depth customer market research and a Constant Elasticity of Substitution (CES) demand model (Goldman et al. 2004). This second phase was undertaken to answer questions that remained unresolved and to quantify price response to a higher level of granularity. We accomplished these

  3. Customer satisfaction with the quality of the logistic services

    OpenAIRE

    Małgorzata Lisińska-Kuśnierz; Teresa Gajewska

    2014-01-01

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

  4. Customer loyalty program

    OpenAIRE

    Jokinen, Tiina

    2014-01-01

    The objective of the study was to find out the current status and development suggestions for case company’s customer loyalty program in Russia. Both customers' and management’s opinions were clarified, in order to understand, whether those are congruent. Data for this study was collected by using both qualitative and quantitative methods. This study was carried out by sending a customer satisfaction survey for the existing loyalty customers, and by interviewing company’s management. The ...

  5. Customer loyalty building

    OpenAIRE

    Nováková, Veronika

    2012-01-01

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

  6. Service Differentiation in Residential Broadband Networks

    DEFF Research Database (Denmark)

    Sigurdsson, Halldór Matthias

    2004-01-01

    As broadband gains widespread adoption with residential users, revenue generating voice- and video-services have not yet taken off. This slow uptake is often attributed to lack of Quality of Service management in residential broadband networks. To resolve this and induce service variety, network...... access providers are implementing service differentiation in their networks where voice and video gets prioritised before data. This paper discusses the role of network access providers in multipurpose packet based networks and the available migration strategies for supporting multimedia services...... in digital subscriber line (DSL) based residential broadband networks. Four possible implementation scenarios and their technical characteristics and effects are described. To conclude, the paper discusses how network access providers can be induced to open their networks for third party service providers....

  7. A hybrid society model for simulating residential electricity consumption

    Energy Technology Data Exchange (ETDEWEB)

    Xu, Minjie [School of Electrical Engineering, Beijing Jiaotong University, Beijing (China); State Power Economic Research Institute, Beijing (China); Hu, Zhaoguang [State Power Economic Research Institute, Beijing (China); Wu, Junyong; Zhou, Yuhui [School of Electrical Engineering, Beijing Jiaotong University, Beijing (China)

    2008-12-15

    In this paper, a hybrid social model of econometric model and social influence model is proposed for evaluating the influence of pricing policy and public education policy on residential habit of electricity using in power resources management. And, a hybrid society simulation platform based on the proposed model, called residential electricity consumption multi-agent systems (RECMAS), is designed for simulating residential electricity consumption by multi-agent system. RECMAS is composed of consumer agent, power supplier agent, and policy maker agent. It provides the policy makers with a useful tool to evaluate power price policies and public education campaigns in different scenarios. According to an influenced diffusion mechanism, RECMAS can simulate the residential electricity demand-supply chain and analyze impacts of the factors on residential electricity consumption. Finally, the proposed method is used to simulate urban residential electricity consumption in China. (author)

  8. An Assessment of the U.S. Residential Lighting Market

    Energy Technology Data Exchange (ETDEWEB)

    Jennings, Judy; Brown, Rich; Moezzi, Mithra; Mills, Evan; Sardinsky, Robert

    1995-10-01

    This report provides background data upon which residential lighting fixture energy conservation programs can be built. The current stock of residential lighting is described by usage level, lamp wattage, fixture type, and location within the house. Data are discussed that indicate that 25% of residential fixtures are responsible for 80% of residential lighting energy use, and that justify targeting these fixtures as candidates for retrofit with energy-efficient fixtures. Fixtures determined to have the highest energy use are hardwired ceiling fixtures in kitchens, living/family rooms, dining rooms, and outdoors. An assessment of the market for residential fixtures shows that nearly half of new residential fixtures are imported, 61% of new fixtures sold are hardwired, and about half of all new fixtures sold are for ceiling installation.

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

    Directory of Open Access Journals (Sweden)

    Neda Jomehri

    2011-04-01

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

  10. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for South Carolina

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Zhao, Mingjie [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Taylor, Zachary T. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Poehlman, Eric A. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States)

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in South Carolina. Moving to the 2015 IECC from the 2009 IECC base code is cost-effective for residential buildings in all climate zones in South Carolina.

  11. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for Alabama

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Zhao, Mingjie [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Taylor, Zachary T. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Poehlman, Eric A. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States)

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in Alabama. Moving to the 2015 IECC from the 2009 IECC base code is cost-effective for residential buildings in all climate zones in Alabama.

  12. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for Utah

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Zhao, Mingjie [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Taylor, Zachary T. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Poehlman, Eric A. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States)

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in Utah. Moving to the 2015 IECC from the 2012 Utah State Code base code is cost-effective for residential buildings in all climate zones in Utah.

  13. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for Rhode Island

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Zhao, Mingjie [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Taylor, Zachary T. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Poehlman, Eric A. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States)

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in Rhode Island. Moving to the 2015 IECC from the 2012 IECC base code is cost-effective for residential buildings in all climate zones in Rhode Island.

  14. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for Arkansas

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Zhao, Mingjie [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Taylor, Zachary T. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Poehlman, Eric A. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States)

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in Arkansas. Moving to the 2015 IECC from the 2009 IECC base code is cost-effective for residential buildings in all climate zones in Arkansas.

  15. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for New York

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Zhao, Mingjie [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Taylor, Zachary T. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Poehlman, Eric A. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States)

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in New York. Moving to the 2015 IECC from the 2009 IECC base code is cost-effective for residential buildings in all climate zones in New York.

  16. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for Virginia

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Zhao, Mingjie [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Taylor, Zachary T. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Poehlman, Eric A. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States)

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in Virginia. Moving to the 2015 IECC from the 2012 IECC base code is cost-effective for residential buildings in all climate zones in Virginia.

  17. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for Illinois

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Zhao, Mingjie [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Taylor, Zachary T. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Poehlman, Eric A. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States)

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in Illinois. Moving to the 2015 IECC from the 2012 IECC base code is cost-effective for residential buildings in all climate zones in Illinois.

  18. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for Connecticut

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Zhao, Mingjie [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Taylor, Zachary T. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Poehlman, Eric A. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States)

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in Connecticut. Moving to the 2015 IECC from the 2009 IECC base code is cost-effective for residential buildings in all climate zones in Connecticut.

  19. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for Hawaii

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Zhao, Mingjie [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Taylor, Zachary T. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Poehlman, Eric A. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States)

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in Hawaii. Moving to the 2015 IECC from the 2006 IECC base code is cost-effective for residential buildings in all climate zones in Hawaii.

  20. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for Florida

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Zhao, Mingjie [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Taylor, Zachary T. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Poehlman, Eric A. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States)

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in Florida. Moving to the 2015 IECC from the 2012 IECC base code is cost-effective for residential buildings in all climate zones in Florida.

  1. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for Oklahoma

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Zhao, Mingjie [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Taylor, Zachary T. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Poehlman, Eric A. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States)

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in Oklahoma. Moving to the 2015 IECC from the 2009 IECC base code is cost-effective for residential buildings in all climate zones in Oklahoma.

  2. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for Delaware

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Zhao, Mingjie [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Taylor, Zachary T. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Poehlman, Eric A. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States)

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in Delaware. Moving to the 2015 IECC from the 2012 IECC base code is cost-effective for residential buildings in all climate zones in Delaware.

  3. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for Massachusetts

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Zhao, Mingjie [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Taylor, Zachary T. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Poehlman, Eric A. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States)

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in Massachusetts. Moving to the 2015 IECC from the 2012 IECC base code is cost-effective for residential buildings in all climate zones in Massachusetts.

  4. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for Wyoming

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Zhao, Mingjie [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Taylor, Zachary T. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Poehlman, Eric A. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States)

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in Wyoming. Moving to the 2015 IECC from the 2009 IECC base code is cost-effective for residential buildings in all climate zones in Wyoming.

  5. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for Missouri

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Zhao, Mingjie [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Taylor, Zachary T. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Poehlman, Eric A. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States)

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in Missouri. Moving to the 2015 IECC from the 2009 IECC base code is cost-effective for residential buildings in all climate zones in Missouri.

  6. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for Vermont

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Zhao, Mingjie [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Taylor, Zachary T. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Poehlman, Eric A. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States)

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in Vermont. Moving to the 2015 IECC from the 2012 IECC base code is cost-effective for residential buildings in all climate zones in Vermont.

  7. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for Nebraska

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Zhao, Mingjie [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Taylor, Zachary T. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Poehlman, Eric A. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States)

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in Nebraska. Moving to the 2015 IECC from the 2009 IECC base code is cost-effective for residential buildings in all climate zones in Nebraska.

  8. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for Colorado

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Zhao, Mingjie [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Taylor, Zachary T. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Poehlman, Eric A. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States)

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in Colorado. Moving to the 2015 IECC from the 2009 IECC base code is cost-effective for residential buildings in all climate zones in Colorado.

  9. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for Michigan

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Zhao, Mingjie [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Taylor, Zachary T. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Poehlman, Eric A. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States)

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in Michigan. Moving to the 2015 IECC from the 2009 IECC base code is cost-effective for residential buildings in all climate zones in Michigan.

  10. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for New Mexico

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Zhao, Mingjie [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Taylor, Zachary T. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Poehlman, Eric A. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States)

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in New Mexico. Moving to the 2015 IECC from the 2009 IECC base code is cost-effective for residential buildings in all climate zones in New Mexico.

  11. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for Montana

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Zhao, Mingjie [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Taylor, Zachary T. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Poehlman, Eric A. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States)

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in Montana. Moving to the 2015 IECC from the 2014 Montana State Code base code is cost-effective for residential buildings in all climate zones in Montana.

  12. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for Kansas

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Zhao, Mingjie [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Taylor, Zachary T. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Poehlman, Eric A. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States)

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in Kansas. Moving to the 2015 IECC from the 2009 IECC base code is cost-effective for residential buildings in all climate zones in Kansas.

  13. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for Mississippi

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Zhao, Mingjie [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Taylor, Zachary T. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Poehlman, Eric A. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States)

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in Mississippi. Moving to the 2015 IECC from the 2009 IECC base code is cost-effective for residential buildings in all climate zones in Mississippi.

  14. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for Wisconsin

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Zhao, Mingjie [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Taylor, Zachary T. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Poehlman, Eric A. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States)

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in Wisconsin. Moving to the 2015 IECC from the 2006 IECC base code is cost-effective for residential buildings in all climate zones in Wisconsin.

  15. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for Idaho

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Zhao, Mingjie [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Taylor, Zachary T. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Poehlman, Eric A. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States)

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in Idaho. Moving to the 2015 IECC from the 2015 Idaho State Code base code is cost-effective for residential buildings in all climate zones in Idaho.

  16. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for Texas

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Zhao, Mingjie [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Taylor, Zachary T. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Poehlman, Eric A. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States)

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in Texas. Moving to the 2015 IECC from the 2009 IECC base code is cost-effective for residential buildings in all climate zones in Texas.

  17. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for Alaska

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Zhao, Mingjie [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Taylor, Zachary T. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Poehlman, Eric A. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States)

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in Alaska. Moving to the 2015 IECC from the 2009 IECC base code is cost-effective for residential buildings in all climate zones in Alaska.

  18. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for Tennessee

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Zhao, Mingjie [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Taylor, Zachary T. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Poehlman, Eric A. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States)

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in Tennessee. Moving to the 2015 IECC from the 2006 IECC base code is cost-effective for residential buildings in all climate zones in Tennessee.

  19. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for North Dakota

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Zhao, Mingjie [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Taylor, Zachary T. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Poehlman, Eric A. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States)

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in North Dakota. Moving to the 2015 IECC from the 2009 IECC base code is cost-effective for residential buildings in all climate zones in North Dakota.

  20. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for Iowa

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Zhao, Mingjie [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Taylor, Zachary T. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Poehlman, Eric A. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States)

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in Iowa. Moving to the 2015 IECC from the 2014 Iowa State Code base code is cost-effective for residential buildings in all climate zones in Iowa.

  1. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for Louisiana

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Zhao, Mingjie [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Taylor, Zachary T. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Poehlman, Eric A. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States)

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in Louisiana. Moving to the 2015 IECC from the 2009 IECC base code is cost-effective for residential buildings in all climate zones in Louisiana.

  2. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for Maryland

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Zhao, Mingjie [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Taylor, Zachary T. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Poehlman, Eric A. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States)

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in Maryland. Moving to the 2015 IECC from the 2012 IECC base code is cost-effective for residential buildings in all climate zones in Maryland.

  3. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for Maine

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Zhao, Mingjie [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Taylor, Zachary T. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Poehlman, Eric A. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States)

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in Maine. Moving to the 2015 IECC from the 2009 IECC base code is cost-effective for residential buildings in all climate zones in Maine.

  4. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for Indiana

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V.; Zhao, Mingjie; Taylor, Zachary T.; Poehlman, Eric A.

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in Indiana. Moving to the 2015 IECC from the 2009 IECC base code is cost-effective for residential buildings in all climate zones in Indiana.

  5. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for Ohio

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Zhao, Mingjie [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Taylor, Zachary T. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Poehlman, Eric A. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States)

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in Ohio. Moving to the 2015 IECC from the 2009 IECC base code is cost-effective for residential buildings in all climate zones in Ohio.

  6. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for Kentucky

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Zhao, Mingjie [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Taylor, Zachary T. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Poehlman, Eric A. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States)

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in Kentucky. Moving to the 2015 IECC from the 2009 IECC base code is cost-effective for residential buildings in all climate zones in Kentucky.

  7. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for South Dakota

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Zhao, Mingjie [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Taylor, Zachary T. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Poehlman, Eric A. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States)

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in South Dakota. Moving to the 2015 IECC from the 2009 IECC base code is cost-effective for residential buildings in all climate zones in South Dakota.

  8. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for Georgia

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Zhao, Mingjie [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Taylor, Zachary T. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Poehlman, Eric A. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States)

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in Georgia. Moving to the 2015 IECC from the 2011 Georgia State Code base code is cost-effective for residential buildings in all climate zones in Georgia.

  9. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for Arizona

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Zhao, Mingjie [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Taylor, Zachary T. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Poehlman, Eric A. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States)

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in Arizona. Moving to the 2015 IECC from the 2009 IECC base code is cost-effective for residential buildings in all climate zones in Arizona.

  10. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for Nevada

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Zhao, Mingjie [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Taylor, Zachary T. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Poehlman, Eric A. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States)

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in Nevada. Moving to the 2015 IECC from the 2012 IECC base code is cost-effective for residential buildings in all climate zones in Nevada.

  11. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for West Virginia

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Zhao, Mingjie [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Taylor, Zachary T. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Poehlman, Eric A. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States)

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in West Virginia. Moving to the 2015 IECC from the 2009 IECC base code is cost-effective for residential buildings in all climate zones in West Virginia.

  12. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for Pennsylvania

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Zhao, Mingjie [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Taylor, Zachary T. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Poehlman, Eric A. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States)

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in Pennsylvania. Moving to the 2015 IECC from the 2009 IECC base code is cost-effective for residential buildings in all climate zones in Pennsylvania.

  13. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for Minnesota

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Zhao, Mingjie [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Taylor, Zachary T. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Poehlman, Eric A. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States)

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in Minnesota. Moving to the 2015 IECC from the 2012 IECC base code is cost-effective for residential buildings in all climate zones in Minnesota.

  14. Enact legislation supporting residential property assessed clean energy financing (PACE)

    Energy Technology Data Exchange (ETDEWEB)

    Saha, Devashree

    2012-11-15

    Congress should enact legislation that supports residential property assessed clean energy (PACE) programs in the nation’s states and metropolitan areas. Such legislation should require the Federal Housing Finance Agency (FHFA) to allow Fannie Mae and Freddie Mac to purchase residential mortgages with PACE assessments while at the same time providing responsible underwriting standards and a set of benchmarks for residential PACE assessments in order to minimize financial risks to mortgage holders. Congressional support of residential PACE financing will improve energy efficiency, encourage job creation, and foster economic growth in the nation’s state and metropolitan areas.

  15. Uncertainties in the Value of Bill Savings from Behind-the-Meter, Residential Photovoltaic Systems: The Roles of Electricity Market Conditions, Retail Rate Design, and Net Metering

    Science.gov (United States)

    Darghouth, Naim Richard

    Net metering has become a widespread policy mechanism in the U.S. for supporting customer adoption of distributed photovoltaics (PV), allowing customers with PV systems to reduce their electric bills by offsetting their consumption with PV generation, independent of the timing of the generation relative to consumption. Although net metering is one of the principal drivers for the residential PV market in the U.S., the academic literature on this policy has been sparse and this dissertation contributes to this emerging body of literature. This dissertation explores the linkages between the availability of net metering, wholesale electricity market conditions, retail rates, and the residential bill savings from behind-the-meter PV systems. First, I examine the value of the bill savings that customers receive under net metering and alternatives to net metering, and the associated role of retail rate design, based on current rates and a sample of approximately two hundred residential customers of California's two largest electric utilities. I find that the bill savings per kWh of PV electricity generated varies greatly, largely attributable to the increasing block structure of the California utilities' residential retail rates. I also find that net metering provides significantly greater bill savings than alternative compensation mechanisms based on avoided costs. However, retail electricity rates may shift as wholesale electricity market conditions change. I then investigate a potential change in market conditions -- increased solar PV penetrations -- on wholesale prices in the short-term based on the merit-order effect. This demonstrates the potential price effects of changes in market conditions, but also points to a number of methodological shortcomings of this method, motivating my usage of a long-term capacity investment and economic dispatch model to examine wholesale price effects of various wholesale market scenarios in the subsequent analysis. By developing

  16. Designing a customer retention plan.

    Science.gov (United States)

    DeSouza, G

    1992-01-01

    What is your company's customer retention rate? How many customers are price defectors? Have you identified barriers that prevent customers from switching to a competitor? In this article, the author outlines a game plan to increase customer retention.

  17. Perancangan E-Customer Relationship Management Pada PT Starsindo Logistics

    OpenAIRE

    Nelly, Nelly; Hudiarto, Hudiarto; Yudhika, Rangga

    2010-01-01

    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 ...

  18. The influence of overall satisfaction and trust on customer loyalty

    OpenAIRE

    Simona-Mihaela TRIF

    2013-01-01

    A number of researchers have reported the positive benefits of creating and maintaining customer loyalty. This study tries to clarify the concept of loyalty and examines the influence of two relationship marketing concepts, namely overall customer satisfaction and customer trust on customer loyalty in the banking sector in Romania. Business customers in Romania were surveyed using a questionnaire administered via email. A total of 78 firms provided the date for the empirical study. Structural...

  19. Electric retail market options: The customer perspective

    Energy Technology Data Exchange (ETDEWEB)

    Hadley, S.W.; Hillsman, E.L.

    1995-07-01

    This report describes various options that are now available for retail electric customers, or that may become available during the next few years as the electric utility industry restructures. These options include different ways of meeting demand for energy services, different providers of service or points of contact with providers, and different pricing structures for purchased services. Purpose of this document is to examine these options from the customer`s perspective: how might being a retail electric customer in 5--10 years differ from now? Seizing opportunities to reduce cost of electric service is likely to entail working with different service providers; thus, transaction costs are involved. Some of the options considered are speculative. Some transitional options include relocation, customer-built/operated transmission lines, municipalization, self-generation, and long-term contracts with suppliers. All these may change or diminish in a restructured industry. Brokers seem likely to become more common unless restructuring takes the form of mandatory poolcos (wholesale). Some options appear robust, ie, they are likely to become more common regardless of how restructuring is accomplished: increased competition among energy carriers (gas vs electric), real-time pricing, etc. This report identified some of the qualitative differences among the various options. For customers using large amounts of electricity, different alternatives are likely to affect greatly service price, transaction costs, tailoring service to customer preferences, and risks for customer. For retail customers using small amounts of electricity, there may be little difference among the options except service price.

  20. Effects of Customer Engagement Behavior

    Directory of Open Access Journals (Sweden)

    Katarzyna Żyminkowska

    2017-04-01

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

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

    Directory of Open Access Journals (Sweden)

    Alimuddin Rizal Rivai

    2016-12-01

    Full Text Available                     This study focused on testing the effect of variable customer value, support systems and knowledge of the customer's products to customer satisfaction and its impact on customer engagement. This study selects the object user's e-banking customers of Bank BNI Regional Semarang. The number of samples in this study of 100 respondents, using purposive sampling technique sampling. Processing data using SPSS version 16.0. Based on a statistical test using linear regression approach, then of seven hypothesis there are two hypotheses were rejected. The hypothesis is rejected is the influence of customer value on customer engagement, and support systems to customer engagement. While five other hypotheses, namely: the influence of the customer value, support systems, knowledge products to the satisfaction of the customer, as well as the effect of product knowledge and customer satisfaction on customer involvement is proven. Based on the results of this study, it can be concluded that to build customer engagement should be created customer satisfaction. While such satisfaction can be created through providing better customer value, the support system is up to date and easy, and provides knowledge products to customers continuously and thoroughly.

  2. Harmful Materials and Residential Demolition

    Science.gov (United States)

    Certain harmful or problematic materials present in residential buildings may need to be handled differently from general demolition debris. Here is a list of several specific types of materials that may be present in residential buildings.

  3. Engineering economic assessment of residential wood heating in NY

    Science.gov (United States)

    We provide insight into the recent resurgence in residential wood heating in New York by: (i) examining the lifetime costs of outdoor wood hydronic heaters (OWHHs) and other whole-house residential wood heat devices,(ii) comparing these lifetime costs with those of competing tech...

  4. 2011 Residential Energy Efficiency Technical Update Meeting Summary Report

    Energy Technology Data Exchange (ETDEWEB)

    none,

    2011-11-01

    This report provides an overview of the U.S. Department of Energy Building America program's Summer 2011 Residential Energy Efficiency Technical Update Meeting. This meeting was held on August 9-11, 2011, in Denver, Colorado, and brought together more than 290 professionals representing organizations with a vested interest in energy efficiency improvements in residential buildings.

  5. Custom anatomic healing abutments

    Directory of Open Access Journals (Sweden)

    Vinayak S Gowda

    2016-01-01

    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.

  6. Chapter 17: Residential Behavior Protocol

    Energy Technology Data Exchange (ETDEWEB)

    Stewart, James [Cadmus Group, Waltham, MA (United States); Todd, Annika [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States)

    2015-01-01

    Residential behavior-based (BB) programs use strategies grounded in the behavioral social sciences to influence household energy use. Strategies may include providing households with real-time or delayed feedback about their energy use; supplying energy-efficiency education and tips; rewarding households for reducing their energy use; comparing households to their peers; and establishing games, tournaments, and competitions. BB programs often target multiple energy end uses and encourage energy savings, demand savings, or both. Savings from BB programs are usually a small percentage of energy use, typically less than 5%.

  7. The case for customer loyalty.

    Science.gov (United States)

    Sturm, Arthur C

    2004-09-01

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

  8. PENGEMBANGAN CUSTOMER RELATIONSHIP MANAGEMENT

    Directory of Open Access Journals (Sweden)

    Frans Richard Kodong

    2015-04-01

    Full Text Available CRM (Customer Relationship Management is a computer-based management system or an integrated information system that handles the relationship between the company and its customers with the aim of increasing corporate value in the eyes of its customers. Various research has been done, shows that retaining existing customers is more profitable than attracting new customers. CRM covers all aspects relating to prospects and customers today. CRM is part of an Enterprise Information System. This paper will explain the concept of Information System at the Company, CRM and e-CRM technology based on web. One application of the above technology is the application of CRM in enterprise applications for the property.

  9. Mass Customization Measurements Metrics

    DEFF Research Database (Denmark)

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

    2014-01-01

    A recent survey has indicated that 17 % of companies have ceased mass customizing less than 1 year after initiating the effort. This paper presents measurement for a company’s mass customization performance, utilizing metrics within the three fundamental capabilities: robust process design, choic...... 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.......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...

  10. Beyond the Voice of the Customer

    DEFF Research Database (Denmark)

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

    2012-01-01

    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...... 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...

  11. Customer perceptions of agency risk communication.

    Science.gov (United States)

    Fisher, A; Chen, Y C

    1996-04-01

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

  12. Reinventing information services to increase customer satisfaction

    Energy Technology Data Exchange (ETDEWEB)

    Madison, J.E.

    1993-12-01

    In this paper, the author presents her view of the role of an information service and proposes means of improving information customer service and satisfaction. The emphasis of the paper is on placing the primary value on the information customer rather than on the information itself. After receiving a request for information, the information service should strive for speed and accuracy of service to provide full-text sources in a language and format convenient to the customer. The author stresses that information professionals need to re-evaluate their roles to correctly assess and rectify customers` information deficiencies.

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

    Directory of Open Access Journals (Sweden)

    Carlos Rodríguez Monroy

    2011-11-01

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

  14. [Customer orientation in ambulant medicine].

    Science.gov (United States)

    Heinrich, M

    2014-07-01

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

  15. When customers exhibit verbal aggression, employees pay cognitive costs.

    Science.gov (United States)

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

    2012-09-01

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

  16. Customization and Customer-Product Learning

    DEFF Research Database (Denmark)

    Jørgensen, Kaj Asbjørn

    2011-01-01

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

  17. Customer satisfaction and competencies

    DEFF Research Database (Denmark)

    Gritti, Paola; Foss, Nicolai Juul

    We empirically address how customer satisfaction and loyalty in the banking industry may affect profitability. This helps to identify the strategy and competencies necessary to benefit from customer relationships which are important sources for improved performance in the banking. We do this by a......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...

  18. Family ties and residential locations

    NARCIS (Netherlands)

    Mulder, C.H.; Cooke, T.J.

    2009-01-01

    In this paper, and in the Special Issue it introduces, the focus is on the role of family ties in residential location choice and, conversely, the role of residential locations in maintaining family ties. Not only do events in the nuclear family trigger residential relocations, but nearby family

  19. Practices around Customization of Standard Systems

    DEFF Research Database (Denmark)

    Dittrich, Yvonne; Vaucouleur, Sebastien

    2008-01-01

    More and more software systems are developed by customizing a standard product that provide the major part of the functionality. The customization of Enterprise Resource Planning systems is such a product based software development practice. Little empirical research on the specificities...

  20. Matching Value Propositions with Varied Customer Needs

    DEFF Research Database (Denmark)

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

    2018-01-01

    Organizations seek to manage varied customer segments using varied value propositions. The ability of a knowledge-intensive business service (KIBS) provider to formulate value propositions into attractive offerings to varied customers becomes a competitive advantage. In this specific business bas...

  1. Residential Solar Systems.

    Science.gov (United States)

    Fulkerson, Dan

    This publication contains student and teacher instructional materials for a course in residential solar systems. The text is designed either as a basic solar course or as a supplement to extend student skills in areas such as architectural drafting, air conditioning and refrigeration, and plumbing. The materials are presented in four units…

  2. Towards safer residential areas.

    NARCIS (Netherlands)

    Kraay, J.H. Mathijssen, M.P.M. & Wegman, F.C.M.

    1985-01-01

    In recent years there has been an increasing interest, both by social institutions and by scientists, in the promotion of traffic safety and in the improvement of the living environment in residential areas. For this purpose use can be made of an extended range of measures, influencing the

  3. Residential Mechanical Precooling

    Energy Technology Data Exchange (ETDEWEB)

    German, a. [Alliance for Residential Building Innovation (ARBI), Davis, CA (United States); Hoeschele, M. [Alliance for Residential Building Innovation (ARBI), Davis, CA (United States)

    2014-12-01

    This research conducted by the Alliance for Residential Building Innovation team evaluated mechanical air conditioner pre-cooling strategies in homes throughout the United States. EnergyPlus modeling evaluated two homes with different performance characteristics in seven climates. Results are applicable to new construction homes and most existing homes built in the last 10 years, as well as fairly efficient retrofitted homes.

  4. Integrated Management of Residential Energy Resources

    Directory of Open Access Journals (Sweden)

    Antunes C. H.

    2012-10-01

    Full Text Available The increasing deployment of distributed generation systems based on renewables in the residential sector, the development of information and communication technologies and the expected evolution of traditional power systems towards smart grids are inducing changes in the passive role of end-users, namely with stimuli to change residential demand patterns. The residential user should be able to make decisions and efficiently manage his energy resources by taking advantages from his flexibility in load usage with the aim to minimize the electricity bill without depreciating the quality of energy services provided. The aim of this paper is characterizing electricity consumption in the residential sector and categorizing the different loads according to their typical usage, working cycles, technical constraints and possible degree of control. This categorization of end-use loads contributes to ascertain the availability of controllable loads to be managed as well as the different direct management actions that can be implemented. The ability to implement different management actions over diverse end-use load will increase the responsiveness of demand and potentially raises the willingness of end-users to accept such activities. The impacts on the aggregated national demand of large-scale dissemination of management systems that would help the end-user to make decisions regarding electricity consumption are predicted using a simulator that generates the aggregated residential sector electricity consumption under variable prices.

  5. Mining residential water and electricity demand data in Southern California to inform demand management strategies

    Science.gov (United States)

    Cominola, A.; Spang, E. S.; Giuliani, M.; Castelletti, A.; Loge, F. J.; Lund, J. R.

    2016-12-01

    Demand side management strategies are key to meet future water and energy demands in urban contexts, promote water and energy efficiency in the residential sector, provide customized services and communications to consumers, and reduce utilities' costs. Smart metering technologies allow gathering high temporal and spatial resolution water and energy consumption data and support the development of data-driven models of consumers' behavior. Modelling and predicting resource consumption behavior is essential to inform demand management. Yet, analyzing big, smart metered, databases requires proper data mining and modelling techniques, in order to extract useful information supporting decision makers to spot end uses towards which water and energy efficiency or conservation efforts should be prioritized. In this study, we consider the following research questions: (i) how is it possible to extract representative consumers' personalities out of big smart metered water and energy data? (ii) are residential water and energy consumption profiles interconnected? (iii) Can we design customized water and energy demand management strategies based on the knowledge of water- energy demand profiles and other user-specific psychographic information? To address the above research questions, we contribute a data-driven approach to identify and model routines in water and energy consumers' behavior. We propose a novel customer segmentation procedure based on data-mining techniques. Our procedure consists of three steps: (i) extraction of typical water-energy consumption profiles for each household, (ii) profiles clustering based on their similarity, and (iii) evaluation of the influence of candidate explanatory variables on the identified clusters. The approach is tested onto a dataset of smart metered water and energy consumption data from over 1000 households in South California. Our methodology allows identifying heterogeneous groups of consumers from the studied sample, as well as

  6. 24 CFR 100.110 - Discriminatory practices in residential real estate-related transactions.

    Science.gov (United States)

    2010-04-01

    ... residential real estate-related transactions. 100.110 Section 100.110 Housing and Urban Development... Discrimination in Residential Real Estate-Related Transactions § 100.110 Discriminatory practices in residential real estate-related transactions. (a) This subpart provides the Department's interpretation of the...

  7. 28 CFR 550.52 - Non-residential drug abuse treatment services.

    Science.gov (United States)

    2010-07-01

    ... 28 Judicial Administration 2 2010-07-01 2010-07-01 false Non-residential drug abuse treatment... INSTITUTIONAL MANAGEMENT DRUG PROGRAMS Drug Abuse Treatment Program § 550.52 Non-residential drug abuse treatment services. All institutions must have non-residential drug abuse treatment services, provided...

  8. 24 CFR 100.115 - Residential real estate-related transactions.

    Science.gov (United States)

    2010-04-01

    ... 24 Housing and Urban Development 1 2010-04-01 2010-04-01 false Residential real estate-related... Estate-Related Transactions § 100.115 Residential real estate-related transactions. The term residential real estate-related transactions means: (a) The making or purchasing of loans or providing other...

  9. Energy Performance of Three Residential College Buildings in University of Malaya Campus, Kuala Lumpur

    OpenAIRE

    Adi Ainurzaman Jamaludin; Nila Inangda; Ati Rosemary Mohd Ariffin; Hazreena Hussein

    2011-01-01

    Three residential colleges located in Kuala Lumpur, Malaysia, were selected for energy performance analysis in regards to its implementation of bioclimatic design strategies. Specifically, passive design strategies on daylighting and natural ventilation were examined. In Malaysia, the residential college or hostel is a multi-residential building providing accommodation to university students. The three residential colleges in this study, namely C1, C2 and C3, were built in different years wit...

  10. Strategy Guideline: High Performance Residential Lighting

    Energy Technology Data Exchange (ETDEWEB)

    Holton, J.

    2012-02-01

    The Strategy Guideline: High Performance Residential Lighting has been developed to provide a tool for the understanding and application of high performance lighting in the home. The high performance lighting strategies featured in this guide are drawn from recent advances in commercial lighting for application to typical spaces found in residential buildings. This guide offers strategies to greatly reduce lighting energy use through the application of high quality fluorescent and light emitting diode (LED) technologies. It is important to note that these strategies not only save energy in the home but also serve to satisfy the homeowner's expectations for high quality lighting.

  11. Managing customer service.

    Science.gov (United States)

    Paget, Zoe

    2015-02-28

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

  12. British Sign Name Customs

    Science.gov (United States)

    Day, Linda; Sutton-Spence, Rachel

    2010-01-01

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

  13. New customer services

    DEFF Research Database (Denmark)

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

    2011-01-01

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

  14. Residential ventilation standards scoping study

    Energy Technology Data Exchange (ETDEWEB)

    McKone, Thomas E.; Sherman, Max H.

    2003-10-01

    The goals of this scoping study are to identify research needed to develop improved ventilation standards for California's Title 24 Building Energy Efficiency Standards. The 2008 Title 24 Standards are the primary target for the outcome of this research, but this scoping study is not limited to that timeframe. We prepared this scoping study to provide the California Energy Commission with broad and flexible options for developing a research plan to advance the standards. This document presents the findings of a scoping study commissioned by the Public Interest Energy Research (PIER) program of the California Energy Commission to determine what research is necessary to develop new residential ventilation requirements for California. This study is one of three companion efforts needed to complete the job of determining the ventilation needs of California residences, determining the bases for setting residential ventilation requirements, and determining appropriate ventilation technologies to meet these needs and requirements in an energy efficient manner. Rather than providing research results, this scoping study identifies important research questions along with the level of effort necessary to address these questions and the costs, risks, and benefits of pursuing alternative research questions. In approaching these questions and corresponding levels of effort, feasibility and timing were important considerations. The Commission has specified Summer 2005 as the latest date for completing this research in time to update the 2008 version of California's Energy Code (Title 24).

  15. How Customers Choose Hotels

    Directory of Open Access Journals (Sweden)

    Hera Oktadiana

    2011-05-01

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

  16. Customer relationships marketing

    Directory of Open Access Journals (Sweden)

    Đorđević Bojan

    2005-01-01

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

  17. CUSTOMER LOYALTY THEORETICAL ASPECTS

    Directory of Open Access Journals (Sweden)

    Margarita IŠORAITĖ

    2016-08-01

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

  18. Customer journey in B2B SaaS business models

    OpenAIRE

    Opanasenko, Mariia

    2017-01-01

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

  19. Customer Experience Creation : Determinants, Dynamics and Management Strategies

    NARCIS (Netherlands)

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

    2009-01-01

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

  20. EVOLUTION OF THE ROMANIAN RESIDENTIAL MARKET AFTER OUTBREAK OF THE CURRENT ECONOMIC AND FINANCIAL CRISIS

    Directory of Open Access Journals (Sweden)

    Şteliac Nela

    2013-04-01

    Full Text Available The residential market is one of the market sectors seriously affected by the current economic and financial crisis. This is mirrored both in the fall of real estate trading prices and in the decreased number of transactions and cutback of newly built constructions. This trend is applicable to the entire spectrum of the residential market (luxury properties and homes destined to average-income customers. Romania is no exception from this European and world-wide state of affairs. This paper aims to briefly outline the trends on the Romanian residential market in the aftermath of the current crisis.

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

    OpenAIRE

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

    2013-01-01

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

  2. Analysis of a Residential Building Energy Consumption Demand Model

    Directory of Open Access Journals (Sweden)

    Meng Liu

    2011-03-01

    Full Text Available In order to estimate the energy consumption demand of residential buildings, this paper first discusses the status and shortcomings of current domestic energy consumption models. Then it proposes and develops a residential building energy consumption demand model based on a back propagation (BP neural network model. After that, taking residential buildings in Chongqing (P.R. China as an example, 16 energy consumption indicators are introduced as characteristics of the residential buildings in Chongqing. The index system of the BP neutral network prediction model is established and the multi-factorial BP neural network prediction model of Chongqing residential building energy consumption is developed using the Cshap language, based on the SQL server 2005 platform. The results obtained by applying the model in Chongqing are in good agreement with actual ones. In addition, the model provides corresponding approximate data by taking into account the potential energy structure adjustments and relevant energy policy regulations.

  3. Using geodemography to forecast DSM impact and adoption in the residential marketplace

    Energy Technology Data Exchange (ETDEWEB)

    Siegman, J.

    1994-12-31

    Geodemography is a target marketing technique that uses standardized demographic information supplied by the Census Bureau, and potentially other sources, tied to a fixed geographic location. This method of target marketing, a development of the computer age, has been successfully used for over fifteen years. Over the past five years, as the utility industry environment has become more customer- and cost-driven, geodemography has gained a presence in the utility marketplace. The leading geodemographic system, provided by Equifax - National Decision Systems, is MicroVision{trademark}. MicroVision is in use by over 50 gas and electric utilities for residential analysis and target marketing. MicroVision provides these utilities with a targeting system created from a combination of aggregated consumer demand data and Census information at the ZIP+4 level of geography (approximately 3 to 5 households). This small level of geography (there are over 19 million residential ZIP+4s in the U.S.) provides unequaled accuracy and detail for target marketing purposes. MicroVision is the only geodemographic segmentation system built with information derived at the ZIP+4 level of geography. MicroVision is also the only geodemographic system to be Annually updated, acknowledging area growth, regentrification, and economic impacts.

  4. Detailed residential electric determination

    Energy Technology Data Exchange (ETDEWEB)

    1984-06-01

    Data on residential loads has been collected from four residences in real time. The data, measured at 5-second intervals for 53 days of continuous operation, were statistically characterized. An algorithm was developed and incorporated into the modeling code SOLCEL. Performance simulations with SOLCEL using these data as well as previous data collected over longer time intervals indicate that no significant errors in system value are introduced through the use of long-term average data.

  5. Customs control of goods

    Directory of Open Access Journals (Sweden)

    Mentor Gashi

    2015-11-01

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

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

    OpenAIRE

    Romppanen, Maiju; Kellgren, Cecilia; Moradi, Ladan

    2007-01-01

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

  7. Customer experience in marketing: History, concept and management

    Directory of Open Access Journals (Sweden)

    Štavljanin Velimir

    2017-01-01

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

  8. 76 FR 4725 - Apria Healthcare Customer Service Department; Fourteen Locations in Missouri Cameron, Cape...

    Science.gov (United States)

    2011-01-26

    ... Employment and Training Administration Apria Healthcare Customer Service Department; Fourteen Locations in... Healthcare, Customer Service Department, Thirteen Locations in Missouri: Cameron, Cape Girardeau, Columbia... Healthcare, Customer Service Department. The Clinton, Missouri location provided data entry services in the...

  9. Idaho Transportation Department 2009 customer satisfaction survey.

    Science.gov (United States)

    2010-02-01

    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 ...

  10. Overall Customer Service Satisfaction - FY 2007 Onward

    Data.gov (United States)

    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:...

  11. Customer Innovation Process Leadership

    DEFF Research Database (Denmark)

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

    2007-01-01

    their innovation process. The customer innovation process and CIP-leadership are examined in 5 European case companies. The articles stress the necessity to have companies' innovation focus come closer to the customer and the customer innovation process. A key finding is the relative importance of placing......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...

  12. Arkitektur & Mass customization

    DEFF Research Database (Denmark)

    Ryborg Jørgensen, Thomas

    2007-01-01

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

  13. Large Customers (DR Sellers)

    Energy Technology Data Exchange (ETDEWEB)

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

    2011-10-25

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

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

    National Research Council Canada - National Science Library

    Sandra-Dinora Orantes-Jiménez; Graciela Vázquez-Álvarez; Ricardo Tejeida-Padilla

    2017-01-01

    ... 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...

  15. Development of a Residential Integrated Ventilation Controller

    Energy Technology Data Exchange (ETDEWEB)

    Staff Scientist; Walker, Iain; Sherman, Max; Dickerhoff, Darryl

    2011-12-01

    The goal of this study was to develop a Residential Integrated Ventilation Controller (RIVEC) to reduce the energy impact of required mechanical ventilation by 20percent, maintain or improve indoor air quality and provide demand response benefits. This represents potential energy savings of about 140 GWh of electricity and 83 million therms of natural gas as well as proportional peak savings in California. The RIVEC controller is intended to meet the 2008 Title 24 requirements for residential ventilation as well as taking into account the issues of outdoor conditions, other ventilation devices (including economizers), peak demand concerns and occupant preferences. The controller is designed to manage all the residential ventilation systems that are currently available. A key innovation in this controller is the ability to implement the concept of efficacy and intermittent ventilation which allows time shifting of ventilation. Using this approach ventilation can be shifted away from times of high cost or high outdoor pollution towards times when it is cheaper and more effective. Simulations, based on the ones used to develop the new residential ventilation requirements for the California Buildings Energy code, were used to further define the specific criteria and strategies needed for the controller. These simulations provide estimates of the energy, peak power and contaminant improvement possible for different California climates for the various ventilation systems. Results from a field test of the prototype controller corroborate the predicted performance.

  16. Implementing custom graphics in Stata

    OpenAIRE

    Sergiy Radyakin

    2009-01-01

    Stata provides a fairly extensive set of graphs. However sometimes users need to implement custom graphs, which are not yet available. In some cases it is possible to “tweak” a standard graph so that it results in the desired image; in other cases it is not possible. Stata uses complex system of objects implemented as classes and heavily relies on inheritance, polymorphism and overriding to implement its graphics. While standard class programming is well described in the Stata manuals, the pa...

  17. CUSTOMER RELATIONSHIP MANAGEMENT: CONCEPT AND IMPORTANCE FOR BANKING SECTOR

    Directory of Open Access Journals (Sweden)

    Marko Laketa

    2015-12-01

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

  18. Encounters with immigrant customers

    DEFF Research Database (Denmark)

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

    2013-01-01

    OBJECTIVES: To explore the challenges that Danish community pharmacy staff encounter when serving non-Western immigrant customers. Special attention was paid to similarities and differences between the perceptions of pharmacists and pharmacy assistants. METHODS: A questionnaire was distributed...... companies. CONCLUSIONS: Community pharmacy staff report poorer quality in their encounters with immigrant customers, including sub-optimal counselling and frequent use of under-aged children as interpreters. Our study also reveals certain differences across personnel groups, which may be explained...

  19. The Effect of Customer Value, Customer Satisfaction, and Switching Costs on Customer Loyalty: An Empirical Study of Hypermarkets in Taiwan

    National Research Council Canada - National Science Library

    Tsai, Ming-Tien; Tsai, Chung-Lin; Chang, Han-Chao

    2010-01-01

    .... In this study hypermarket customers in Taiwan were surveyed, using switching costs as a variable, to explore the relationship between customer value, customer satisfaction, and customer loyalty...

  20. 'Nothing works' in secure residential youth care?

    NARCIS (Netherlands)

    Souverein, F.A.; van der Helm, G.H.P.; Stams, G.J.J.M.

    2013-01-01

    A debate about the effectiveness of secure residential youth care is currently going on. While some continue to support secure residential youth care, others conclude that ‘nothing works’ in secure residential youth care, and argue that non-residential treatment is superior to secure residential

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

    Directory of Open Access Journals (Sweden)

    Senić Radoslav

    2013-01-01

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

  2. Customer satisfaction measurement

    Directory of Open Access Journals (Sweden)

    Maričić Branko R.

    2012-01-01

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

  3. Grid Parity for Residential Photovoltaics in the United States: Key Drivers and Sensitivities; Preprint

    Energy Technology Data Exchange (ETDEWEB)

    Ong, S.; Denholm, P.; Clark, N.

    2012-08-01

    In this report, we analyze PV break-even costs for U.S. residential customers. We evaluate some key drivers of grid parity both regionally and over time. We also examine the impact of moving from flat to time-of-use (TOU) rates, and we evaluate individual components of the break-even cost, including effect of rate structure and various incentives. Finally, we examine how PV markets might evolve on a regional basis considering the sensitivity of the break-even cost to four major drivers: technical performance, financing parameters, electricity prices and rates, and policies. We find that electricity price rather than technical parameters are in general the key drivers of the break-even cost of PV. Additionally, this analysis provides insight about the potential viability of PV markets.

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

    Science.gov (United States)

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

    2017-06-01

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

  5. A duopoly model with heterogeneous congestion-sensitive customers

    NARCIS (Netherlands)

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

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

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

    NARCIS (Netherlands)

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

    2007-01-01

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

  7. The Increasing Focus on Managing Relationships and Customer

    African Journals Online (AJOL)

    midland

    since loyal customers cost less to service and increased purchases since consumers are known to spend more with increased satisfaction. 1.7 Foundation of relationships / key indicators. Key determinates of successful customers relationships are; Trust, that is, customer tend to continue to purchase from a service provider ...

  8. 39 CFR 501.18 - Customer information and authorization.

    Science.gov (United States)

    2010-07-01

    ... 39 Postal Service 1 2010-07-01 2010-07-01 false Customer information and authorization. 501.18... AND DISTRIBUTE POSTAGE EVIDENCING SYSTEMS § 501.18 Customer information and authorization. (a) Authorized providers must electronically transmit the necessary customer information to the designated Postal...

  9. 12 CFR Appendix F to Part 360 - Customer File Structure

    Science.gov (United States)

    2010-01-01

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

  10. Re-thinking residential mobility

    Science.gov (United States)

    van Ham, Maarten; Findlay, Allan M.

    2015-01-01

    While researchers are increasingly re-conceptualizing international migration, far less attention has been devoted to re-thinking short-distance residential mobility and immobility. In this paper we harness the life course approach to propose a new conceptual framework for residential mobility research. We contend that residential mobility and immobility should be re-conceptualized as relational practices that link lives through time and space while connecting people to structural conditions. Re-thinking and re-assessing residential mobility by exploiting new developments in longitudinal analysis will allow geographers to understand, critique and address pressing societal challenges. PMID:27330243

  11. DEVELOPING RELATIONS WITH CUSTOMERS: PRESENTATION OF DIFFERENT VIEWPOINTS

    OpenAIRE

    Alena Piknová

    2016-01-01

    The theme of customer relations management is constantly being developed. The goal of this paper is to provide insight regarding customer relations from multiple viewpoints. This paper collates the recent information on the subject. Based on all entries, the most important factor for both the customer, and more so, the retailer, is customer satisfaction. The most important relates to the human being. The study examines research results of various authors and study identifies possible risks ar...

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

    OpenAIRE

    Turunen, Susanna

    2011-01-01

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

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

    OpenAIRE

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

    2010-01-01

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

  14. Employee retention: a customer service approach.

    Science.gov (United States)

    Gerson, Richard F

    2002-01-01

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

  15. CUSTOMER EXPERIENCE AND RETAIL BANKING TRENDS

    Directory of Open Access Journals (Sweden)

    PAUL OVIDIU HANDRO

    2017-11-01

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

  16. Electricity Bill Savings from Residential Photovoltaic Systems: Sensitivities to Changes in Future Electricity Market Conditions

    Energy Technology Data Exchange (ETDEWEB)

    Darghouth, Naim [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States). Environmental Energy Technologies Division; Barbose, Galen [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States). Environmental Energy Technologies Division; Wiser, Ryan [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States). Environmental Energy Technologies Division

    2013-01-09

    Customer-sited photovoltaic (PV) systems in the United States are often compensated at the customer’s underlying retail electricity rate through net metering. Calculations of the customer economics of PV, meanwhile, often assume that retail rate structures and PV compensation mechanisms will not change and that retail electricity prices will increase (or remain constant) over time, thereby also increasing (or keeping constant) the value of bill savings from PV. Given the multitude of potential changes to retail rates and PV compensation mechanisms in the future, however, understanding how such changes might impact the value of bill savings from PV is critical for policymakers, regulators, utilities, the solar industry, and potential PV owners, i.e., any stakeholder interested in understanding uncertainties in and potential changes to the long-term customer economics of PV. This scoping study investigates the impact of, and interactions among, three key sources of uncertainty in the future value of bill savings from customer-sited PV, focusing in particular on residential customers. These three sources of uncertainty are: changes to electricity market conditions that would affect retail electricity prices, changes to the types of retail rate structures available to residential customers with PV, and shifts away from standard net-metering toward other compensation mechanisms for residential PV.

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

    NARCIS (Netherlands)

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

    2014-01-01

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

  18. Condition assessment and strengthening of residential units

    Directory of Open Access Journals (Sweden)

    Tatheer Zahra

    2014-01-01

    Full Text Available About 40, ground plus one (G+1 residential units were designed using a hybrid structural framing system (RC frame and load bearing walls. A few months after the completion of the ground floor of the residential units, cracks appeared at several locations in the structure. Field and Laboratory testing was conducted to ascertain the in situ strength of concrete and steel reinforcement. The results of the experimental work were used in the analytical ETABS model for the structural stability calculations. The results indicated that residential units were marginally safe in the existing condition (completed ground floor, but the anticipated construction of the floor above the ground floor (G+1 could not be carried out as the strength of the structural system was inadequate. To increase the safety of existing ground floor and to provide the option of the construction of one floor above, rehabilitation and strengthening design was performed. The proposed strengthening design made use of welded wire fabric (WWF and carbon fibre reinforced polymer (CFRP laminates/sheets for the strengthening of walls, columns and slabs. The residential units will be strengthened in the near future.

  19. Customer value propositions in business markets.

    Science.gov (United States)

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

    2006-03-01

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

  20. AutoCAD platform customization autolisp

    CERN Document Server

    Ambrosius, Lee

    2014-01-01

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

  1. Pengaruh Customer Perceived Value Terhadap Customer Satisfaction PT. Xyz

    OpenAIRE

    Sucahyo, Martinus Wilman

    2017-01-01

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

  2. Customer relationship management: The evolving role of customer data

    OpenAIRE

    Saarijärvi, Hannu; Karjaluoto, Heikki; Kuusela, Hannu

    2013-01-01

    Purpose – Customer relationship management (CRM) developed a separate identity as a result of companies utilising customer data in managing customer relationships. In this evolution, CRM became a heavily company-oriented construct: customer data were used instrumentally to serve companies’ purposes. However, as companies increasingly shift attention from selling products to serving customers, traditional CRM activities, such as segmentation and cross-selling, may prove inappropriate owing to ...

  3. Perancangan E-Customer Relationship Management Pada Pt Starsindo Logistics

    Directory of Open Access Journals (Sweden)

    Nelly Nelly

    2010-12-01

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

  4. ASSESSING CUSTOMER SATISFACTION BASED ON QoS PARAMETERS

    Directory of Open Access Journals (Sweden)

    Alem Čolaković

    2017-03-01

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

  5. Emotional Satisfaction of Customer Contacts

    NARCIS (Netherlands)

    Güngör, Hüseyin

    2007-01-01

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

  6. Consumer Preferences for Mass Customization

    NARCIS (Netherlands)

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

    2004-01-01

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

  7. Colorado State University: A Midscale Market Solar Customer Case Study

    Energy Technology Data Exchange (ETDEWEB)

    Holm, Alison [National Renewable Energy Lab. (NREL), Golden, CO (United States); Chernyakhovskiy, Ilya [National Renewable Energy Lab. (NREL), Golden, CO (United States)

    2016-12-01

    Despite substantial increases in solar photovoltaic (PV) deployment between 2005 and 2015, a large untapped market for solar PV deployment still exists in midscale market investments by universities. Recent estimates show that if all universities in the United States installed enough solar PV to meet 25% of their annual electricity consumption, this would cumulatively result in just over 16 gigawatts (GW) of additional installed PV capacity. Within this context, midscale market projects - loosely defined as solar PV installations ranging from 100 kilowatts (kW) to 2 megawatts (MW), but more broadly representing installations not captured in the residential or utility-scale sectors - could be an attractive option for universities. This case study focuses on one university solar customer, Colorado State University (CSU), to provide a detailed example of the challenges, solutions, and opportunities associated with university solar power procurement. Between 2009 and 2015, a combined 6,754 kW of both ground-mounted and rooftop solar PV was installed across multiple CSU campuses in Fort Collins, Colorado. This case study highlights CSU's decision-making process, campus engagement strategies, and relationships with state, local, and utility partners, which have culminated in significant on-campus PV deployment.

  8. Customer behaviour and student satisfaction

    Directory of Open Access Journals (Sweden)

    Enache, I. C.

    2011-01-01

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

  9. Residential fuel quality

    Energy Technology Data Exchange (ETDEWEB)

    Santa, T. [Santa Fuel, Inc., Bridgeport, CT (United States)

    1997-09-01

    This report details progress made in improving the performance of No. 2 heating oil in residential applications. Previous research in this area is documented in papers published in the Brookhaven Oil Heat Technology Conference Proceedings in 1993, 1994 and 1996. By way of review we have investigated a number of variables in the search for improved fuel system performance. These include the effect of various additives designed to address stability, dispersion, biotics, corrosion and reaction with metals. We have also investigated delivery methods, filtration, piping arrangements and the influence of storage tank size and location. As a result of this work Santa Fuel Inc. in conjunction with Mobile Oil Corporation have identified an additive package which shows strong evidence of dramatically reducing the occurrence of fuel system failures in residential oil burners. In a broad market roll-out of the additized product we have experienced a 29% reduction in fuel related service calls when comparing the 5 months ending January 1997 to the same period ending January 1996.

  10. Congestion and residential moving behaviour

    DEFF Research Database (Denmark)

    Larsen, Morten Marott; Pilegaard, Ninette; Van Ommeren, Jos

    2008-01-01

    we study how congestion and residential moving behaviour are interrelated, using a two-region job search model. Workers choose between interregional commuting and residential moving, in order to live closer to their place of work. This choice affects the external costs of commuting, due to conges...

  11. Evaluation of Multi Residential House Renovation Efficiency

    National Research Council Canada - National Science Library

    Daiva Rapcevičienė

    2011-01-01

    .... According to reconstruction investments of multi residential house, three government financing programs of multi residential house are evaluated and selected the most effective program by comparing...

  12. Relationship Marketing and Customer Satisfaction: A Conceptual Perspective

    Directory of Open Access Journals (Sweden)

    Deborah O. Aka

    2016-08-01

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

  13. Heterogenous customer satisfaction index for evaluating university food service

    Science.gov (United States)

    Aziz, Nazrina; Zain, Zakiyah; Syarifi, Nadia Asyikin Mohammad; Klivon, Julia; Ap, Nurasiah Che; Zaki, Mahirah

    2017-11-01

    This paper aims to measure the performance of university food service based on students' perception. Two cafeterias were chosen for comparison: one located at student residential hall (Café 1) and another at the university administration centre (Café 2). By considering the components of importance and satisfaction, the Heterogeneous Customer Satisfaction Index-HCSI was computed to measure the performance of quality items in both cafeterias. Stratified sampling method was used to select 278 students and the DINESERVE instrument was used to assess customer perception on service quality. The findings show that the customer rate these two cafeterias as quite satisfied only, with the HCSI for Café 1 slightly higher than that for Café 2.

  14. Spatial access to residential care resources in Beijing, China

    Directory of Open Access Journals (Sweden)

    Cheng Yang

    2012-08-01

    Full Text Available Abstract Background As the population is ageing rapidly in Beijing, the residential care sector is in a fast expansion process with the support of the municipal government. Understanding spatial accessibility to residential care resources by older people supports the need for rational allocation of care resources in future planning. Methods Based on population data and data on residential care resources, this study uses two Geographic Information System (GIS based methods – shortest path analysis and a two-step floating catchment area (2SFCA method to analyse spatial accessibility to residential care resources. Results Spatial accessibility varies as the methods and considered factors change. When only time distance is considered, residential care resources are more accessible in the central city than in suburban and exurban areas. If care resources are considered in addition to time distance, spatial accessibility is relatively poor in the central city compared to the northeast to southeast side of the suburban and exurban areas. The resources in the northwest to southwest side of the city are the least accessible, even though several hotspots of residential care resources are located in these areas. Conclusions For policy making, it may require combining various methods for a comprehensive analysis. The methods used in this study provide tools for identifying underserved areas in order to improve equity in access to and efficiency in allocation of residential care resources in future planning.

  15. Solar plus: Optimization of distributed solar PV through battery storage and dispatchable load in residential buildings

    Energy Technology Data Exchange (ETDEWEB)

    O' Shaughnessy, Eric; Cutler, Dylan; Ardani, Kristen; Margolis, Robert

    2018-03-01

    As utility electricity rates evolve, pairing solar photovoltaic (PV) systems with battery storage has potential to ensure the value proposition of residential solar by mitigating economic uncertainty. In addition to batteries, load control technologies can reshape customer load profiles to optimize PV system use. The combination of PV, energy storage, and load control provides an integrated approach to PV deployment, which we call 'solar plus'. The U.S. National Renewable Energy Laboratory's Renewable Energy Optimization (REopt) model is utilized to evaluate cost-optimal technology selection, sizing, and dispatch in residential buildings under a variety of rate structures and locations. The REopt model is extended to include a controllable or 'smart' domestic hot water heater model and smart air conditioner model. We find that the solar plus approach improves end user economics across a variety of rate structures - especially those that are challenging for PV - including lower grid export rates, non-coincident time-of-use structures, and demand charges.

  16. Solar Energy Block-Based Residential Construction for Rural Areas in the West of China

    Directory of Open Access Journals (Sweden)

    Jizhong Shao

    2016-04-01

    Full Text Available Based on the Great Western Development Strategy and the requirement for sustainable development in the west of China, rural affordable housing, energy conservation, and environmental protection are becoming development standards in the construction field. This paper mainly explores an innovative, sustainable, residential construction method for rural areas in western China, particularly the integration of solar energy technology with modern prefabricated building techniques, formally named solar energy block-based construction. The conscious approach of using volumetric blocks provides superior adaptability and expansibility in integration with a steel structure, thereby reducing the construction time and cost. Allowing a wide variety of configurations and styles in the building layout, this approach can be customized to the end-user’s precise location and climate, making rural residential buildings much more flexible and modern. To take advantage of adequate solar energy resource in western China, the blocks are associated with active and passive solar energy technologies, thereby reducing pollution, mitigating global warming, and enhancing sustainability. Therefore, we concluded that solar energy block-based construction could bring significant benefits to the environment, economy, and society. It could also promote sustainable development in the rural regions of western China.

  17. Profiling the Mobile Customer

    DEFF Research Database (Denmark)

    Jessen, Pernille Wegener; King, Nancy J.

    2010-01-01

    Mobile customers are increasingly being tracked and profiled by behavioural advertisers to enhance delivery of personalized advertising. This type of profiling relies on automated processes that mine databases containing personally-identifying or anonymous consumer data, and it raises a host...... of significant concerns about privacy and data protection. This second article in a two part series on "Profiling the Mobile Customer" explores how to best protect consumers' privacy and personal data through available mechanisms that include industry self-regulation, privacy-enhancing technologies...

  18. Comparison between custom and noncustom spinal orthoses.

    Science.gov (United States)

    Bernardoni, Gene P; Gavin, Thomas M

    2006-02-01

    Although economically priced OTS orthoses can and should be used under certain prescribed conditions to satisfy carefully described treatment objectives, they cannot control motion as well as custom-molded TLSOs. Patients should not pay for expensive products that cannot help to ensure the best possible clinical outcome. The custom-molded TLSO provides superior fit and support relative to its OTS relative and induces better compliance among its wearers because of its simplicity. It is also the most cost-effective option.

  19. Automated visual inspection of moving custom parts

    CSIR Research Space (South Africa)

    Davrajh, S

    2008-01-01

    Full Text Available . Sensor Manipulation The mechanical architecture of the NCAIS was based upon the design of the previous AVIS. Consequently, the spatial constraints of the new design had to match the existing platform constraints. The workspace available to the sensor... suited to inspecting custom parts. This paper details the research, design, construction and assembly of a prototype apparatus, which provided a suitable environment in which customized parts were inspected. System integration using the Mechatronic...

  20. Using big data for customer centric marketing

    OpenAIRE

    Camilleri, Mark Anthony; Evans, Chris

    2016-01-01

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

  1. Micro-CHP Systems for Residential Applications

    Energy Technology Data Exchange (ETDEWEB)

    Timothy DeValve; Benoit Olsommer

    2007-09-30

    homeowner. In its proposed embodiment, the system has a 2kW prime mover integrated to a furnace platform. The second version is a Micro-Trigen system with heating, cooling and power. It has the same Micro-Cogen platform integrated with a 14kW thermally activated chiller. A Stirling engine is suggested as a promising path for the prime mover. A LiBr absorption chiller is today's best technology in term of readiness level. Paybacks are acceptable for the Micro-Cogen version. However, there is no clear economically viable path for a Micro-Trigen version with today's available technology. This illustrates the importance of financial incentives to home owners in the initial stage of micro-CHP commercialization. It will help create the necessary conditions of volume demand to start transitioning to mass-production and cost reduction. Incentives to the manufacturers will help improve efficiency, enhance reliability, and lower cost, making micro-CHP products more attractive. Successful development of a micro-CHP system for residential applications has the potential to provide significant benefits to users, customers, manufacturers, and suppliers of such systems and, in general, to the nation as a whole. The benefits to the ultimate user are a comfortable and healthy home environment at an affordable cost, potential utility savings, and a reliable supply of energy. Manufacturers, component suppliers, and system integrators will see growth of a new market segment for integrated energy products. The benefits to the nation include significantly increased energy efficiency, reduced consumption of fossil fuels, pollutant and CO{sub 2} emissions from power generation, enhanced security from power interruptions as well as enhanced economic activity and job creation. An integrated micro-CHP energy system provides advantages over conventional power generation, since the energy is used more efficiently by means of efficient heat recovery. Foreign companies are readily selling

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

    OpenAIRE

    Chiluwal, Debendra

    2014-01-01

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

  3. Implementation of Customer Relations Management at Fleet and Industrial Supply Center Norfolk Detachment Philadelphia

    OpenAIRE

    Tierney, Joseph A.

    2003-01-01

    Approved for public release; distribution is unlimited Customer Relations Management (CRM) can be defined in many ways. In this thesis, it is defined as the business process an organization uses to provide exceptional acquisition services to existing customers to retain their business and to motivate prospective DOD commands to become new FISC Norfolk Detachment Philadelphia customers. The four key elements to a Customer Relations Management system are 1) customer identification, 2) custom...

  4. Design to learn: customizing services when the future matters

    Directory of Open Access Journals (Sweden)

    Dan Ariely

    2013-04-01

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

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

    Directory of Open Access Journals (Sweden)

    Hansel Jonathan

    2013-09-01

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

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

    Science.gov (United States)

    Binsar Kristian P., Feliks Anggia; Panjaitan, Hotman

    2014-01-01

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

  7. Residential Solar Photovoltaics: Comparison of Financing Benefits, Innovations, and Options

    Energy Technology Data Exchange (ETDEWEB)

    Speer, B.

    2012-10-01

    This report examines relatively new, innovative financing methods for residential photovoltaics (PV) and compares them to traditional self-financing. It provides policymakers with an overview of the residential PV financing mechanisms, describes relative advantages and challenges, and analyzes differences between them where data is available. Because these innovative financing mechanisms have only been implemented in a few locations, this report can inform their wider adoption.

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

    Science.gov (United States)

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

    2017-01-01

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

  9. Against customer service.

    Science.gov (United States)

    Trotter, G

    1998-01-01

    This essay examines the nature of service in medicine and the relationship between service and profit. "Customer service medicine" is identified with the interrelated views that 1) profit is or ought to be healthcare's fundamental concern and 2) the quality of medical service corresponds to the degree to which it produces a feeling of approval in patients. This position is contrasted with the more traditional "beneficence model," which holds that 1) service ought to be healthcare's fundamental concern and 2) the proper criterion of quality medical service is the alleviation, mitigation, or prevention of the human suffering that occasions illness. Five shortcomings in the customer service model are identified: 1) customer service advocates often appeal to an unsound "efficiency argument"; 2) the prioritization of profit over service will vitiate patients' legitimate trust in healthcare; 3) the prioritization of profit converts medicine from a "practice" into an "instrumental activity"; 4) the prioritization of profit countervails the values of continuity and thoroughness; and 5) the notion of service as customer satisfaction derives more from the exigencies of turning a profit than from an analysis of sick persons' needs.

  10. Chinese Festivals and Customs.

    Science.gov (United States)

    Green, Sandra Aili

    Traditional festivals and customs of the Chinese people are described in this publication which can be used with secondary level students. In the margins of the text are numbers which indicate slides and cultural objects that relate to the text. The text, however, can be used without the slides and objects. The following festivals are described:…

  11. Making Product Customization Profitable

    DEFF Research Database (Denmark)

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

    2010-01-01

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

  12. Comprehensive areal model of residential heating demands

    Energy Technology Data Exchange (ETDEWEB)

    Tessmer, R.G. Jr.

    1978-01-01

    Data sources and methodology for modeling annual residential heating demands are described. A small areal basis is chosen, census tract or minor civil division, to permit estimation of demand densities and economic evaluation of community district heating systems. The demand model is specified for the entire nation in order to provide general applicability and to permit validation with other published fuel consumption estimates for 1970.

  13. 31 CFR 103.131 - Customer identification programs for mutual funds.

    Science.gov (United States)

    2010-07-01

    ... (e.g., social security number or employer identification number). (8) U.S. person means: (i) A United...), that is established or organized under the laws of a State or the United States. (b) Customer..., an Army Post Office (APO) or Fleet Post Office (FPO) box number, or the residential or business...

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

    OpenAIRE

    A. D. Molokovich; K. N. Shabeka

    2010-01-01

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

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

    Science.gov (United States)

    Chang, Chia-Chi; Chen, Hui-Yun

    2009-02-01

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

  16. Residential Energy Performance Metrics

    Directory of Open Access Journals (Sweden)

    Christopher Wright

    2010-06-01

    Full Text Available Techniques for residential energy monitoring are an emerging field that is currently drawing significant attention. This paper is a description of the current efforts to monitor and compare the performance of three solar powered homes built at Missouri University of Science and Technology. The homes are outfitted with an array of sensors and a data logger system to measure and record electricity production, system energy use, internal home temperature and humidity, hot water production, and exterior ambient conditions the houses are experiencing. Data is being collected to measure the performance of the houses, compare to energy modeling programs, design and develop cost effective sensor systems for energy monitoring, and produce a cost effective home control system.

  17. Residential energy performance metrics

    Energy Technology Data Exchange (ETDEWEB)

    Wright, Ch. [Department of Engineering Management, Missouri University of Science and Technology, 600 W. 14th Street, Rolla, MO 65409 (United States); Baur, S. [Department of Civil, Architectural and Environmental Engineering, Missouri University of Science and Technology, 1401 Pine Street, Rolla, MO 65409 (United States); Grantham, K. [Department of Engineering Management, Missouri University of Science and Technology, 600 W. 14th Street, Rolla, MO 65409 (United States); Stone, R. B. [School of Mechanical, Industrial, and Manufacturing Engineering, Oregon State University, Corvallis, OR, 97331(United States); Grasman, S. E. [Department of Engineering Management, Missouri University of Science and Technology, 600 W. 14th Street, Rolla, MO 65409 (United States)

    2010-06-15

    Techniques for residential energy monitoring are an emerging field that is currently drawing significant attention. This paper is a description of the current efforts to monitor and compare the performance of three solar powered homes built at Missouri University of Science and Technology. The homes are outfitted with an array of sensors and a data logger system to measure and record electricity production, system energy use, internal home temperature and humidity, hot water production, and exterior ambient conditions the houses are experiencing. Data is being collected to measure the performance of the houses, compare to energy modeling programs, design and develop cost effective sensor systems for energy monitoring, and produce a cost effective home control system. (authors)

  18. College residential sleep environment.

    Science.gov (United States)

    Sexton-Radek, Kathy; Hartley, Andrew

    2013-12-01

    College students regularly report increased sleep disturbances as well as concomitant reductions in performance (e.g., academic grades) upon entering college. Sleep hygiene refers to healthy sleep practices that are commonly used as first interventions in sleep disturbances. One widely used practice of this sort involves arranging the sleep environment to minimize disturbances from excessive noise and light at bedtime. Communal sleep situations such as those in college residence halls do not easily support this intervention. Following several focus groups, a questionnaire was designed to gather self-reported information on sleep disturbances in a college population. The present study used The Young Adult Sleep Environment Inventory (YASEI) and sleep logs to investigate the sleep environment of college students living in residential halls. A summary of responses indicated that noise and light are significant sleep disturbances in these environments. Recommendations are presented related to these findings.

  19. The Use of CRM for Customer Management at Cellular Telecommunications Industry

    OpenAIRE

    Puspa, Ayu Kartika

    2013-01-01

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

  20. Customer/User Workshops in Product development

    DEFF Research Database (Denmark)

    Brandt, Eva; Binder, Thomas

    1997-01-01

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

  1. Service quality and switching behavior of customers

    Directory of Open Access Journals (Sweden)

    Arup Kumar Baksi

    2011-10-01

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

  2. Customer-based collection development an overview

    CERN Document Server

    2014-01-01

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

  3. Customs and Desirable after Childbirth, in Islam

    Directory of Open Access Journals (Sweden)

    Gholamreza Khademi

    2016-01-01

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

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

    Directory of Open Access Journals (Sweden)

    Katarzyna Szmyd

    2013-09-01

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

  5. Facilities Management Service Delivery in Public and Private High Rise Residential Buildings in Nigeria: A case study of Eko Court Complex and Niger Towers

    Directory of Open Access Journals (Sweden)

    Olanrele O. O.

    2014-01-01

    Full Text Available This study assessed and compared the delivery of Facilities Management (FM services in public and private high rise residential buildings in Lagos, Nigeria. While some facilities or services may not be available in some public estates, the efficiency of the available ones is inadequate in comparison with the adequacy and efficiency of services provided in private estates. The objectives set for the study include identification of services that are provided in the case studies, service delivery method, and an assessment of the residents’ satisfaction of the services. This study adopted questionnaire survey for collection of data. 127 questionnaires were distributed to the residents of the case studies and 93 were returned. Three of which were discarded for incompleteness, thus 90 were analysed. The study found that most but not all of the facilities services expected in high rise buildings are available in the case studies and the services are outsourced under a standard Service Level Agreement. The service delivery in private high rise residential building is better than the public residential high rise buildings as revealed by the study. The study recommends improved standardization of services, customized services and meeting customer’s expectation for improved service delivery.

  6. Leadership by customers? New roles of service companies' customers

    OpenAIRE

    Maas, Peter; Graf, Albert

    2004-01-01

    In this paper we bring together two worlds that are usually strictly separated in research: leadership and customers. Until now leadership research has concentrated particularly on internal organizational processes, whereas customers were analyzed preferably in the context of marketing and service management. Research shows that the range of roles and functions of customers as key company stakeholders has changed dramatically in the last few years. Especially in service companies, customers (...

  7. MICRO-CHP System for Residential Applications

    Energy Technology Data Exchange (ETDEWEB)

    Joseph Gerstmann

    2009-01-31

    This is the final report of progress under Phase I of a project to develop and commercialize a micro-CHP system for residential applications that provides electrical power, heating, and cooling for the home. This is the first phase of a three-phase effort in which the residential micro-CHP system will be designed (Phase I), developed and tested in the laboratory (Phase II); and further developed and field tested (Phase III). The project team consists of Advanced Mechanical Technology, Inc. (AMTI), responsible for system design and integration; Marathon Engine Systems, Inc. (MES), responsible for design of the engine-generator subsystem; AO Smith, responsible for design of the thermal storage and water heating subsystems; Trane, a business of American Standard Companies, responsible for design of the HVAC subsystem; and AirXchange, Inc., responsible for design of the mechanical ventilation and dehumidification subsystem.

  8. Residential Indoor Temperature Study

    Energy Technology Data Exchange (ETDEWEB)

    Booten, Chuck [National Renewable Energy Lab. (NREL), Golden, CO (United States); Robertson, Joseph [National Renewable Energy Lab. (NREL), Golden, CO (United States); Christensen, Dane [National Renewable Energy Lab. (NREL), Golden, CO (United States); Heaney, Mike [Arrow Electronics, Centennial, CO (United States); Brown, David [Univ. of Virginia, Charlottesville, VA (United States); Norton, Paul [Norton Energy Research and Development, Boulder, CO (United States); Smith, Chris [Ingersoll-Rand Corp., Dublin (Ireland)

    2017-04-07

    In this study, we are adding to the body of knowledge around answering the question: What are good assumptions for HVAC set points in U.S. homes? We collected and analyzed indoor temperature data from US homes using funding from the U.S. Department of Energy's Building America (BA) program, due to the program's reliance on accurate energy simulation of homes. Simulations are used to set Building America goals, predict the impact of new building techniques and technologies, inform research objectives, evaluate home performance, optimize efficiency packages to meet savings goals, customize savings approaches to specific climate zones, and myriad other uses.

  9. Assesment of customer relationship development

    Directory of Open Access Journals (Sweden)

    Dagmar Lesáková

    2011-01-01

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

  10. Customer Engagement as a New Perspective in Customer Management

    NARCIS (Netherlands)

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

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

  11. Relating customer satisfaction to customer profitability: an empirical ...

    African Journals Online (AJOL)

    This paper explores relationships between customer satisfactions; repurchase intentions, purchase behavior, and customer profitability with empirical data on attitudes, behavior, and profitability at the customer level of analysis. Purchase behavior and profitability data derived from the accounting system of a firm, are ...

  12. Innovative customer loyalty programs

    OpenAIRE

    Kotel, N. M.; Котель, Н. М.

    2013-01-01

    Currently, the vast majority of demanding consumers has tired of monotonous bonuses and benefits companies. Today innovations play an important role in all areas of our lives. And marketing is not an exception. So, the marketers make innovative and personalized solutions to create loyal customers. In this connection, in the present conditions the development of innovative customer loyalty program is one of the priorities of any company. Инновации в различных сферах деятельности играют важн...

  13. Partnership with the customer

    Science.gov (United States)

    Trachta, Gregory S.

    1992-01-01

    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.

  14. Improving Customer Satisfaction in an R and D Environment

    Science.gov (United States)

    Alexander, Anita; Liou, Y. H. Andrew

    1998-01-01

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

  15. Antecedents to Customer Retention in a Corporate Context

    Directory of Open Access Journals (Sweden)

    Luciene Eberle

    2016-01-01

    Full Text Available Strategies for relational practice can vary considerably, depending on which constructs are driving customer retention. In this sense, we developed and tested a theoretical model considering the constructs: perceived value, service provider reputation, trust, and switching costs as antecedents to customer retention. This quantitative descriptive study began from a survey, which was applied to a sample of 269 companies-customers of a health plans operator. The data was analyzed with the use of a structural equation modeling. The results show that the perceived value influences on reputation; that reputation impacts on trust and switching costs; that switching costs are configured as antecedent to customer retention; and that customer retention is influenced by reputation. Finally, the moderating effect of customer time was investigated by means of the hierarchical regression, there being no statistically significant relationship between switching costs and customer retention.

  16. ENERGY STAR Certified Residential Dishwashers

    Data.gov (United States)

    U.S. Environmental Protection Agency — Certified models meet all ENERGY STAR requirements as listed in the Version 6.0 ENERGY STAR Program Requirements for Residential Dishwashers that are effective as of...

  17. Dynamic management of integrated residential energy systems

    Science.gov (United States)

    Muratori, Matteo

    This study combines principles of energy systems engineering and statistics to develop integrated models of residential energy use in the United States, to include residential recharging of electric vehicles. These models can be used by government, policymakers, and the utility industry to provide answers and guidance regarding the future of the U.S. energy system. Currently, electric power generation must match the total demand at each instant, following seasonal patterns and instantaneous fluctuations. Thus, one of the biggest drivers of costs and capacity requirement is the electricity demand that occurs during peak periods. These peak periods require utility companies to maintain operational capacity that often is underutilized, outdated, expensive, and inefficient. In light of this, flattening the demand curve has long been recognized as an effective way of cutting the cost of producing electricity and increasing overall efficiency. The problem is exacerbated by expected widespread adoption of non-dispatchable renewable power generation. The intermittent nature of renewable resources and their non-dispatchability substantially limit the ability of electric power generation of adapting to the fluctuating demand. Smart grid technologies and demand response programs are proposed as a technical solution to make the electric power demand more flexible and able to adapt to power generation. Residential demand response programs offer different incentives and benefits to consumers in response to their flexibility in the timing of their electricity consumption. Understanding interactions between new and existing energy technologies, and policy impacts therein, is key to driving sustainable energy use and economic growth. Comprehensive and accurate models of the next-generation power system allow for understanding the effects of new energy technologies on the power system infrastructure, and can be used to guide policy, technology, and economic decisions. This

  18. [Therapeutic Residential Care for Children and Youth: A Consensus Statement of the International Work Group on Therapeutic Residential Care].

    Science.gov (United States)

    Whittaker, James K; Holmes, Lisa; Del Valle, Jorge F; Ainsworth, Frank; Andreassen, Tore; Anglin, James; Bellonci, Christopher; Berridge, David; Bravo, Amaia; Canali, Cinzia; Courtney, Mark; Currey, Laurah; Daly, Daniel; Gilligan, Robbie; Grietens, Hans; Harder, Annemiek; Holden, Martha; James, Sigrid; Kendrick, Andrew; Knorth, Erick; Lausten, Mette; Lyons, John; Martin, Eduardo; McDermid, Samantha; McNamara, Patricia; Palareti, Laura; Ramsey, Susan; Sisson, Kari; Small, Richard; Thoburn, June; Thompson, Ronald; Zeira, Anat

    2017-08-01

    Therapeutic Residential Care for Children and Youth: A Consensus Statement of the International Work Group on Therapeutic Residential Care. In many developed countries around the world residential care interventions for children and adolescents have come under increasing scrutiny. Against this background an international summit was organised in England (spring 2016) with experts from 13 countries to reflect on therapeutic residential care (TRC). The following working definition of TRC was leading: “Therapeutic residential care involves the planful use of a purposefully constructed, multi-dimensional living environment designed to enhance or provide treatment, education, socialization, support, and protection to children and youth with identified mental health or behavioral needs in partnership with their families and in collaboration with a full spectrum of community based formal and informal helping resources”. The meeting was characterised by exchange of information and evidence, and by preparing an international research agenda. In addition, the outlines of a consensus statement on TRC were discussed. This statement, originally published in English and now reproduced in a Spanish translation, comprises inter alia five basic principles of care that according to the Work Group on Therapeutic Residental Care should be guiding for residential youth care provided at any time.

  19. Neuromarketing: Understanding Customers' Subconscious Responses to Marketing

    Directory of Open Access Journals (Sweden)

    Jussi Numminen

    2012-12-01

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

  20. Customer Integration during Innovation Development

    DEFF Research Database (Denmark)

    Pedrosa, Alex

    2012-01-01

    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...

  1. Residential energy usage comparison: Findings

    Energy Technology Data Exchange (ETDEWEB)

    Smith, B.A.; Uhlaner, R.T.; Cason, T.N.; Courteau, S. (Quantum Consulting, Inc., Berkeley, CA (United States))

    1991-08-01

    This report presents the research methods and results from the Residential Energy Usage Comparison (REUC) project, a joint effort by Southern California Edison Company (SCE) and the Electric Power Research Institute (EPRI). The REUC project design activities began in early 1986. The REUC project is an innovative demand-site project designed to measure and compare typical energy consumption patterns of energy efficient residential electric and gas appliances. 95 figs., 33 tabs.

  2. How to manage bad customers

    Directory of Open Access Journals (Sweden)

    Stone Merlin

    2003-01-01

    Full Text Available Bad customers exist! Yon won't find much written about them in marketing textbooks, and business schools don't like teaching about them. The idea of the bad customer is encoded and repackaged as, for example: "retail shrinkage" (thefts from stores by customers and staff, "bad debt" (a bad debt is usually linked with a bad customer!, "persistent complainer" (the motive for the persistence is often not explained.

  3. Program evaluation: Weatherization Residential Assistance Partnership (WRAP) Program

    Energy Technology Data Exchange (ETDEWEB)

    Jacobson, Bonnie B.; Lundien, Barbara; Kaufman, Jeffrey; Kreczko, Adam; Ferrey, Steven; Morgan, Stephen

    1991-12-01

    The Weatherization Residential Assistance Partnership,'' or WRAP program, is a fuel-blind conservation program designed to assist Northeast Utilities' low-income customers to use energy safely and efficiently. Innovative with respect to its collaborative approach and its focus on utilizing and strengthening the existing low-income weatherization service delivery network, the WRAP program offers an interesting model to other utilities which traditionally have relied on for-profit energy service contractors and highly centralized program implementation structures. This report presents appendices with surveys, participant list, and computers program to examine and predict potential energy savings.

  4. Repeat Customer Success in Extension

    Science.gov (United States)

    Bess, Melissa M.; Traub, Sarah M.

    2013-01-01

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

  5. Customer satisfaction and business excellence

    DEFF Research Database (Denmark)

    Kristensen, Kai; Martensen, Anne; Grønholdt, Lars

    The topic for this paper is the link between customer satisfaction and business performance, which makes it possible to use customer satisfaction measures as basis for creating business excellence. First, the paper presents microeconomic models for the relationship between customer satisfaction...

  6. Energizing Companies through Customer Compliments

    OpenAIRE

    Kipfelsberger, Petra; Bruch, Heike; Herhausen, Dennis

    2015-01-01

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

  7. 75 FR 65040 - Submission for Review: Customer Satisfaction Surveys, OMB Control No. 3206-0236

    Science.gov (United States)

    2010-10-21

    ... MANAGEMENT Submission for Review: Customer Satisfaction Surveys, OMB Control No. 3206-0236 AGENCY: U.S... on a revised information collection request (ICR) 3206-0236, Customer Satisfaction Surveys. As... customers to evaluate our performance in providing services. Customer satisfaction surveys are valuable...

  8. 20 CFR 669.330 - How are services delivered to the customer?

    Science.gov (United States)

    2010-04-01

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

  9. Customized products and cloud service information system development research

    Directory of Open Access Journals (Sweden)

    Hung Chien-Wen

    2017-01-01

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

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

    Directory of Open Access Journals (Sweden)

    Hannu Kärkkäinen

    2012-01-01

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

  11. Residential Care for Youth in the Child Welfare System: Stop-Gap Option or Not?

    Science.gov (United States)

    James, Sigrid S.; Zhang, Jin Jin; Landsverk, John

    2012-01-01

    This study provides national estimates for length of stay in residential care and examines within-group variability along salient predictors. Using data from the National Study on Child and Adolescent Well-Being, the sample included 254 youth with episodes in residential care. Descriptive analyses provided estimates for length of stay over the…

  12. Metal contamination in environmental media in residential ...

    Science.gov (United States)

    Hard-rock mining for metals, such as gold, silver, copper, zinc, iron and others, is recognized to have a significant impact on the environmental media, soil and water, in particular. Toxic contaminants released from mine waste to surface water and groundwater is the primary concern, but human exposure to soil contaminants either directly, via inhalation of airborne dust particles, or indirectly, via food chain (ingestion of animal products and/or vegetables grown in contaminated areas), is also, significant. In this research, we analyzed data collected in 2007, as part of a larger environmental study performed in the Rosia Montana area in Transylvania, to provide the Romanian governmental authorities with data on the levels of metal contamination in environmental media from this historical mining area. The data were also considered in policy decision to address mining-related environmental concerns in the area. We examined soil and water data collected from residential areas near the mining sites to determine relationships among metals analyzed in these different environmental media, using the correlation procedure in SAS statistical software. Results for residential soil and water analysis indicate that the average values for arsenic (As) (85 mg/kg), cadmium (Cd) (3.2 mg/kg), mercury (Hg) (2.3 mg/kg) and lead (Pb) (92 mg/kg) exceeded the Romanian regulatory exposure levels [the intervention thresholds for residential soil in case of As (25 mg/kg) and Hg

  13. Spatiotemporal Effects of Main Impact Factors on Residential Land Price in Major Cities of China

    Directory of Open Access Journals (Sweden)

    Shengfu Yang

    2017-11-01

    Full Text Available With the rapid development of land marketization in China, the spatial patterns of residential land prices in different regions have become increasingly complicated. The very high and continuously rising residential land prices in many cities are causing significant challenges to economic development and social stability. Yet, there has only been a limited amount of attempts made to model and analyze the regional dynamic changes of residential land price systematically, especially in term of the spatially varying effects of key demographic and economic factors. In this study we provided a perspective analysis of the changes of residential land prices in 2008, 2011 and 2014 based on the land price monitoring records of 105 cities and then conducted a geographically weighted regression (GWR analysis on the relationships between residential land price and three major impact factors (i.e., immigrant population, gross domestic product (GDP and investment in residential buildings. Results show that the areas in which GDP had relatively strong positive impacts on residential land price expanded with time. The negative effects of immigrant population on residential land price were mainly concentrated in the cities around the Bohai Rim and the area with negative effects gradually shrank in the three studied years. Conversely, the areas with negative correlation between investment in residential buildings and residential land price gradually expanded in size over time. A geographical detector was used to examine the relative importance of factors to residential land price. It was found that the GDP had more significant influence on residential land price than other factors and the influence of the three factors to overall variation in residential land price increased over the three studied years. These results underscore the importance of taking spatially varying effects of major driving factors into account in policy-making on regional land market.

  14. The Value of Green Infrastructure on Vacant and Residential Land in Roanoke, Virginia

    Directory of Open Access Journals (Sweden)

    Gunwoo Kim

    2016-03-01

    Full Text Available Using the City of Roanoke, Virginia as a study site, this paper quantifies the forest structure, ecosystem services and values of vacant and residential land. Single family residential land had more trees (1,683,000 than vacant land (210,000 due largely to the differences in land area (32.44 km2 of vacant land vs. 57.94 km2 residential. While the percentage of tree coverage was almost identical across land uses (30.6% in vacant to 32.3% in residential, the number of trees per ha is greater on residential land (290.3 than on vacant land (63.4. The average healthy leaf surface area on individual trees growing on vacant land was greater than that of individual trees on residential land. The fact that trees in vacant land were found to provide more ecosystem services per tree than residential trees was attributed to this leaf area difference. Trees on vacant land are growing in more natural conditions and there are more large trees per ha. Assessing the forest structure and ecosystem services of Roanoke’s vacant and residential land provides a picture of the current extent and condition of the vacant and residential land. Understanding these characteristics provides the information needed for improved management and utilization of urban vacant land and estimating green infrastructure value.

  15. Residential green power demand in the United States

    Energy Technology Data Exchange (ETDEWEB)

    Dagher, Leila; Bird, Lori; Heeter, Jenny

    2017-12-01

    This paper investigates the demand determinants of green power in the U.S. residential sector. The data employed were collected by the National Renewable Energy Laboratory and consist of a cross-section of seven utilities observed over 13 years. A series of tests are performed that resulted in estimating a demand equation using the one-way cross-section random effects model. As expected, we find that demand is highly price inelastic. More interestingly though, is that elasticity with respect to number of customers is 0.52 leading to the conclusion that new subscribers tend to purchase less green power on average than the existing customers. Another compelling finding is that obtaining accreditation will have a 28.5% positive impact on consumption. Knowing that gaining green accreditation is important to the success of programs, utilities may want to seek certification and highlight it in their advertising campaigns.

  16. MASS CUSTOMIZATION and PRODUCT MODELS

    DEFF Research Database (Denmark)

    Svensson, Carsten; Malis, Martin

    2003-01-01

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

  17. A MANAGERIAL AND COST ACCOUNTING APPROACH OF CUSTOMER PROFITABILITY ANALYSIS

    Directory of Open Access Journals (Sweden)

    CARDOS Ildiko Reka

    2010-07-01

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

  18. Logistics and Customer Service in the Hospitality Industry

    Directory of Open Access Journals (Sweden)

    Angelo Nicolaides

    2011-01-01

    Full Text Available This article evaluates the statement that companies may increase efficiencies and profitability by segmenting their customer base in terms of importance, for the purpose of providing specialised services. We specifically refer to how customer segmentation compares to basic service as proposed by Bowersox and Closs and discuss the advantages and disadvantages of the basic service approach as well as the factors which have contributed to its success. We also discuss the background and current state of the customer service environment and provide an opinion of which approach to customer service is preferable.

  19. Residential design and outdoor area accessibility.

    Science.gov (United States)

    York, Sherril L

    2009-01-01

    The outdoor environment can provide many positive and therapeutic benefits for persons with complex neurological conditions. In order to benefit from outdoor exposure and experiences, individuals need to be able to access that environment. This article provides a discussion of physical and programmatic access to outdoor living elements in homes and residential facilities for persons with neuro-disabilities. Design considerations for outdoor elements such as common gathering areas, walking paths and paths to/between elements, gardens (viewing and working), and resting areas are presented using legal standards or universal design principles as guides.

  20. Managing Customer Value

    OpenAIRE

    William B. Dodds

    1999-01-01

    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 ...

  1. CUSTOMER SERVICES AND PRODUCT QUALITY

    Directory of Open Access Journals (Sweden)

    NEAMŢU Liviu

    2013-04-01

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

  2. Performance in Service Marketing from Philosophy to Customer Relationship Management

    Directory of Open Access Journals (Sweden)

    Victor Danciu

    2007-08-01

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

  3. The mismanagement of customer loyalty.

    Science.gov (United States)

    Reinartz, Werner; Kumar, V

    2002-07-01

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

  4. —The Stock Market's Pricing of Customer Satisfaction

    OpenAIRE

    Christopher Ittner; David Larcker; Daniel Taylor

    2009-01-01

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

  5. AN INTEGRATED METHODOLOGY FOR CUSTOMER RELATIONSHIP MANAGEMENT CUSTOMIZATION

    Directory of Open Access Journals (Sweden)

    Ricardo Colomo Palacios

    2008-02-01

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

  6. Systems Modelling of the Socio-Technical Aspects of Residential Electricity Use and Network Peak Demand.

    Directory of Open Access Journals (Sweden)

    Jim Lewis

    Full Text Available Provision of network infrastructure to meet rising network peak demand is increasing the cost of electricity. Addressing this demand is a major imperative for Australian electricity agencies. The network peak demand model reported in this paper provides a quantified decision support tool and a means of understanding the key influences and impacts on network peak demand. An investigation of the system factors impacting residential consumers' peak demand for electricity was undertaken in Queensland, Australia. Technical factors, such as the customers' location, housing construction and appliances, were combined with social factors, such as household demographics, culture, trust and knowledge, and Change Management Options (CMOs such as tariffs, price, managed supply, etc., in a conceptual 'map' of the system. A Bayesian network was used to quantify the model and provide insights into the major influential factors and their interactions. The model was also used to examine the reduction in network peak demand with different market-based and government interventions in various customer locations of interest and investigate the relative importance of instituting programs that build trust and knowledge through well designed customer-industry engagement activities. The Bayesian network was implemented via a spreadsheet with a tickbox interface. The model combined available data from industry-specific and public sources with relevant expert opinion. The results revealed that the most effective intervention strategies involve combining particular CMOs with associated education and engagement activities. The model demonstrated the importance of designing interventions that take into account the interactions of the various elements of the socio-technical system. The options that provided the greatest impact on peak demand were Off-Peak Tariffs and Managed Supply and increases in the price of electricity. The impact in peak demand reduction differed for each

  7. Systems Modelling of the Socio-Technical Aspects of Residential Electricity Use and Network Peak Demand.

    Science.gov (United States)

    Lewis, Jim; Mengersen, Kerrie; Buys, Laurie; Vine, Desley; Bell, John; Morris, Peter; Ledwich, Gerard

    2015-01-01

    Provision of network infrastructure to meet rising network peak demand is increasing the cost of electricity. Addressing this demand is a major imperative for Australian electricity agencies. The network peak demand model reported in this paper provides a quantified decision support tool and a means of understanding the key influences and impacts on network peak demand. An investigation of the system factors impacting residential consumers' peak demand for electricity was undertaken in Queensland, Australia. Technical factors, such as the customers' location, housing construction and appliances, were combined with social factors, such as household demographics, culture, trust and knowledge, and Change Management Options (CMOs) such as tariffs, price, managed supply, etc., in a conceptual 'map' of the system. A Bayesian network was used to quantify the model and provide insights into the major influential factors and their interactions. The model was also used to examine the reduction in network peak demand with different market-based and government interventions in various customer locations of interest and investigate the relative importance of instituting programs that build trust and knowledge through well designed customer-industry engagement activities. The Bayesian network was implemented via a spreadsheet with a tickbox interface. The model combined available data from industry-specific and public sources with relevant expert opinion. The results revealed that the most effective intervention strategies involve combining particular CMOs with associated education and engagement activities. The model demonstrated the importance of designing interventions that take into account the interactions of the various elements of the socio-technical system. The options that provided the greatest impact on peak demand were Off-Peak Tariffs and Managed Supply and increases in the price of electricity. The impact in peak demand reduction differed for each of the locations

  8. Challenges and opportunities in multichannel customer management

    NARCIS (Netherlands)

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

    2006-01-01

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

  9. Factors affecting pharmacy engagement and pharmacy customer devotion in community pharmacy: A structural equation modeling approach

    OpenAIRE

    Nitadpakorn S; Farris KB; Kittisopee T.

    2017-01-01

    Background: The concept of customer engagement and devotion has been applied in various service businesses to keep the customers with business However, a limited number of studies were performed to examine the context of customer engagement and devotion in pharmacy business which focus on the impact of customer perceptions about pharmacists, perceived quality of pharmacy structure, medication price strategy on pharmacy engagement and pharmacy customer devotion in a pharmacy providing pharmace...

  10. Impact Of The Customer Relationship Management Practices On The Profitability Of Uae Banks. A Comparative Study

    OpenAIRE

    Agnihotri, Dr Mahesh; Bhavani, Dr.M. Ganga

    2015-01-01

    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...

  11. Do LTE service customers have different customer loyalty determinants?

    OpenAIRE

    Jung, Wonsuk; Kwon, Youngsun

    2014-01-01

    This study explores the determinants of customer loyalty in the Korean mobile telecommunications market with the emphasis on customer satisfaction and switching costs as major predictors of customer loyalty. South Korea has now become one of the world's most leading mobile service markets with the launch of its advanced LTE services; the LTE service subscription rate in Korea has exceeded 50% as of November 2013. This raises a question as to whether LTE service subscribers are different from ...

  12. Customer Retention & Customer Relationship Marketing: Strategi Pemasaran Yang Potensial

    OpenAIRE

    Aprilia, Ariesya

    2004-01-01

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

  13. Development of a Modular, Provider Customized Airway Trainer

    Science.gov (United States)

    2015-11-25

    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

  14. THE EFFECTS OF SERVICE QUALITY AND CUSTOMER SATISFACTION ON CUSTOMER LOYALTY: A CASE OF THAI MOBILE NETWORK INDUSTRY

    OpenAIRE

    Ajdanai Yuktanandana; Dissatat Prasertsakul

    2015-01-01

    This research proposes a conceptual framework to examine the effects of service quality and customer satisfaction on customer loyalty. In order to test and prove the conceptual framework, fi eld research was conducted. Th e questionnaire was designed based on existing constructs in relevant literature. The research target sample consisted of 401 Bangkok-based customers of Th ai major mobile service providers, AIS, DTAC, and Truemove. Reliability tests and statistical analyses were performed t...

  15. The Influence of Loyalty Program Membership Card and Customer Experience on Customer Loyalty at the Urban Gym Aston Hotel Manado

    OpenAIRE

    Emor, Keizia Laureina

    2016-01-01

    Customer loyalty plays an important role in gaining the company's profit. In order to maintain the customer loyalty, company need to find out some strategies for increase their sales. The strategy to maintain the customer loyalty that set by The Urban Gym Aston Hotel is Loyalty Program Membership Card and provide the best service to their members so the members will get a great experience in there. The objective of this research is to analyze the influence of loyalty program membership card ...

  16. Smart Grid: Smart Customer Policy Needs

    Energy Technology Data Exchange (ETDEWEB)

    NONE

    2011-07-01

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

  17. Resemblances in the Wedding and Natal Customs

    OpenAIRE

    Reneta Zlateva; Zlatozhivka Zdravkova

    2011-01-01

    The present article describes the natal rites and customs of the Azerbaijan and Bulgarian nations. Special attention is paid to the resemblances in the practicing and understanding of the traditions. Despite the fact that the two nations live in regions remote from each other, they have common beliefs and strive to provide prosperity for the home, family and children.

  18. Customs & freight forwarding guide: February 2013

    OpenAIRE

    2014-01-01

    The Sochi 2014 Customs and Freight Guide is intended for Olympic and Paralympic Families and other Games-related organizations. This guide provides practical insights about how to import and export various types of goods to and from Russia, for use in connection with the Sochi 2014 Olympic and Paralympic Games.

  19. US Geological Survey customers speak out

    Science.gov (United States)

    Gillespie, S.; Snyder, G.

    1995-01-01

    Provides results of a customer survey carried out in 1994 by the US Geological Survey. Uses of cartographic products are classified, as are application areas, accuracy satisfaction, media, Digital Line Graph requirements in update, and frequency of product use. USGS responses and plans for the future are noted. -M.Blakemore

  20. Price or Privilege? Customer Perception on Loyalty Programs

    Directory of Open Access Journals (Sweden)

    Asnan Furinto

    2011-12-01

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

  1. Caregivers' perspectives on ethical aspects of residential and domiciliary care.

    Science.gov (United States)

    Gallagher, Ann; Vanlaere, Linus

    2016-11-30

    Aim To explore caregivers' perspectives on ethics in older people's residential and domiciliary social care. Method Seventeen staff working in domiciliary and residential care were divided into four focus groups and invited to share their perspectives on 'ethical' or 'good' care, the ethical issues that arise in their care practice, and barriers and enablers for ethical care. Findings A thematic analysis identified four themes: negotiating relationships, boundaries and the management of emotions, the effects of negative portrayals of care, and becoming a good carer. Conclusion Providing ethical social care is complex, and involves managing emotional boundaries and relational issues. The authors suggest that caregivers provide skilled companionship to those in their care.

  2. Urban BIPV in the new residential construction industry

    Energy Technology Data Exchange (ETDEWEB)

    Elzinga, D.

    2008-03-15

    This report for the International Energy Agency (IEA) made by Task 10 of the Photovoltaic Power Systems (PVPS) programme takes a look at urban building-integrated photovoltaics (BIPV) in the new residential construction industry. The mission of the Photovoltaic Power Systems Programme is to enhance the international collaboration efforts which accelerate the development and deployment of photovoltaic solar energy. The aim of Task 10 is stated as being to enhance the opportunities for wide-scale, solution-oriented application of photovoltaics in the urban environment. The report states that different types of building require different approaches to BIPV due to their associated varying dimensions and geometry. Several solutions are proposed to encourage the adoption and diffusion of BIPV by the new home residential building industry. These are divided into PV industry-based approaches and policy-based solutions. The former include end-customer focused policies, the identification of early adopters, the creation of product solutions that meet the needs of the building industry and standards and that the construction industry must be engaged in the design and planning stage of residential developments. Policy questions discussed include the provision of incentives, a planned approach to the demonstration of BIPV and the development of BIPV-specific policy.

  3. Modeling switching behaviour of direct selling customers

    Directory of Open Access Journals (Sweden)

    P Msweli-Mbanga

    2015-04-01

    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.

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

    DEFF Research Database (Denmark)

    Eskildsen, Jacob Kjær; Kristensen, Kai

    2008-01-01

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

  5. 19 CFR 146.3 - Customs supervision.

    Science.gov (United States)

    2010-04-01

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

  6. Process Improvement: Customer Service.

    Science.gov (United States)

    Cull, Donald

    2015-01-01

    Utilizing the comment section of patient satisfaction surveys, Clark Memorial Hospital in Jeffersonville, IN went through a thoughtful process to arrive at an experience that patients said they wanted. Two Lean Six Sigma tools were used--the Voice of the Customer (VoC) and the Affinity Diagram. Even when using these tools, a facility will not be able to accomplish everything the patient may want. Guidelines were set and rules were established for the Process Improvement Team in order to lessen frustration, increase focus, and ultimately be successful. The project's success is driven by the team members carrying its message back to their areas. It's about ensuring that everyone is striving to improve the patients' experience by listening to what they say is being done right and what they say can be done better. And then acting on it.

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

    Directory of Open Access Journals (Sweden)

    Marshellina Marshellina

    2013-11-01

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

  8. Customer care in the NHS.

    Science.gov (United States)

    Ruddick, Fred

    2015-01-20

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

  9. Transforming Multidisciplinary Customer Requirements to Product Design Specifications

    Science.gov (United States)

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

    2017-09-01

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

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

    Directory of Open Access Journals (Sweden)

    Mohammad Safari Kahreh

    2012-07-01

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

  11. The Effects of Customer Voice on Hotel Performance

    DEFF Research Database (Denmark)

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

    2015-01-01

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

  12. Customer care a training manual for library staff

    CERN Document Server

    Gannon-Leary, Pat

    2010-01-01

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

  13. What and how about customer-driven product development

    DEFF Research Database (Denmark)

    Sommer, Anita Friis; Steger-Jensen, Kenn

    2012-01-01

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

  14. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for New Hampshire

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Zhao, Mingjie [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Taylor, Zachary T. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Poehlman, Eric A. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States)

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in New Hampshire. Moving to the 2015 IECC from the 2010 New Hampshire State Code base code is cost-effective for residential buildings in all climate zones in New Hampshire.

  15. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for North Carolina

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Zhao, Mingjie [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Taylor, Zachary T. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Poehlman, Eric A. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States)

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in North Carolina. Moving to the 2015 IECC from the 2012 North Carolina State Code base code is cost-effective for residential buildings in all climate zones in North Carolina.

  16. Cost-Effectiveness Analysis of the Residential Provisions of the 2015 IECC for New Jersey

    Energy Technology Data Exchange (ETDEWEB)

    Mendon, Vrushali V. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Zhao, Mingjie [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Taylor, Zachary T. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States); Poehlman, Eric A. [Pacific Northwest National Lab. (PNNL), Richland, WA (United States)

    2016-02-15

    The 2015 IECC provides cost-effective savings for residential buildings in New Jersey. Moving to the 2015 IECC from the 2015 New Jersey State Code base code is cost-effective for residential buildings in all climate zones in New Jersey.

  17. 29 CFR 779.335 - Sales of building materials for residential or farm building construction.

    Science.gov (United States)

    2010-07-01

    ... residential or farm building, repair or maintenance is not a sale for resale, provided, the sale is otherwise... 29 Labor 3 2010-07-01 2010-07-01 false Sales of building materials for residential or farm building construction. 779.335 Section 779.335 Labor Regulations Relating to Labor (Continued) WAGE AND...

  18. Improving the Quality of Services in Residential Treatment Facilities: A Strength-Based Consultative Review Process

    Science.gov (United States)

    Pavkov, Thomas W.; Lourie, Ira S.; Hug, Richard W.; Negash, Sesen

    2010-01-01

    This descriptive case study reports on the positive impact of a consultative review methodology used to conduct quality assurance reviews as part of the Residential Treatment Center Evaluation Project. The study details improvement in the quality of services provided to youth in unmonitored residential treatment facilities. Improvements were…

  19. Predictors of Success in a Residential Education Placement for Foster Youths

    Science.gov (United States)

    Jones, Loring P.

    2012-01-01

    This study examines factors that contributed to successful outcomes (graduated high school, remained in school, went to a lower level of care, or reunified with parents) for the first 246 residents of a residential education placement. Residential education placements' primary purpose is to provide an educational program rather than mental health…

  20. 2011 Residential Energy Efficiency Technical Update Meeting Summary Report: Denver, Colorado - August 9-11, 2011

    Energy Technology Data Exchange (ETDEWEB)

    2011-11-01

    This report provides an overview of the U.S. Department of Energy Building America program's Summer 2011 Residential Energy Efficiency Technical Update Meeting. This meeting was held on August 9-11, 2011, in Denver, Colorado, and brought together more than 290 professionals representing organizations with a vested interest in energy efficiency improvements in residential buildings.

  1. Strategy Guideline. High Performance Residential Lighting

    Energy Technology Data Exchange (ETDEWEB)

    Holton, J. [IBACOS, Inc., Pittsburgh, PA (United States)

    2012-02-01

    This report has been developed to provide a tool for the understanding and application of high performance lighting in the home. The strategies featured in this guide are drawn from recent advances in commercial lighting for application to typical spaces found in residential buildings. This guide offers strategies to greatly reduce lighting energy use through the application of high quality fluorescent and light emitting diode (LED) technologies. It is important to note that these strategies not only save energy in the home but also serve to satisfy the homeowner’s expectations for high quality lighting.

  2. A guide to residential wood heating

    Energy Technology Data Exchange (ETDEWEB)

    NONE

    2002-07-01

    Wood heating has a long history in Canada. Currently over three million Canadian households use wood-burning appliances for heating, or just to enjoy the ambience of a wood fire. This guide is one of a series of guides on renewable energy systems for residential use, compiled to assist Canadian householders to make informed decisions on renewable energy. This particular guide focuses on such matters as how to maintain the safety and efficiency of a wood heating system; how to purchase and store fuel wood; how to use fire management techniques for cleaner, virtually smokeless fires; and provides tips on what to ask when consulting wood-heating professionals. tabs., figs.

  3. Residential Energy Consumption Survey: Quality Profile

    Energy Technology Data Exchange (ETDEWEB)

    NONE

    1996-03-01

    The Residential Energy Consumption Survey (RECS) is a periodic national survey that provides timely information about energy consumption and expenditures of U.S. households and about energy-related characteristics of housing units. The survey was first conducted in 1978 as the National Interim Energy Consumption Survey (NIECS), and the 1979 survey was called the Household Screener Survey. From 1980 through 1982 RECS was conducted annually. The next RECS was fielded in 1984, and since then, the survey has been undertaken at 3-year intervals. The most recent RECS was conducted in 1993.

  4. Social Customer Relationship Management: A Case Study

    Directory of Open Access Journals (Sweden)

    Paliouras Konstantinos

    2017-06-01

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

  5. A compass for customer needs.

    Science.gov (United States)

    Hines, J D; Murray, M

    1998-02-01

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

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

    OpenAIRE

    Felita, Christina Irene

    2015-01-01

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

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

    Directory of Open Access Journals (Sweden)

    Rahman, Md. Hasebur

    2013-12-01

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

  8. Customer Relationship Management (CRM dan Nilai Pelanggan terhadap Loyalitas Pelanggan

    Directory of Open Access Journals (Sweden)

    Budiman Budiman

    2010-09-01

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

  9. Sustainability Evaluation of Mass Customization

    DEFF Research Database (Denmark)

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

    2013-01-01

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

  10. 19 CFR 181.33 - Customs processing procedures.

    Science.gov (United States)

    2010-04-01

    ... provided to Canada or Mexico. If any information is provided to Customs pursuant to § 181.32(b) (4) or (5... administration of the country from which the good was exported. (d) Denial of claim—(1) General. The port...

  11. Solar + Storage Synergies for Managing Commercial-Customer Demand Charges

    Energy Technology Data Exchange (ETDEWEB)

    Gagnon, P. [National Renewable Energy Lab. (NREL), Golden, CO (United States); Govindarajan, A. [National Renewable Energy Lab. (NREL), Golden, CO (United States); Bird, L. [National Renewable Energy Lab. (NREL), Golden, CO (United States); Barbose, G. L. [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Darghouth, N. R. [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Mills, A. D. [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States)

    2017-10-18

    Demand charges, which are based on a customer’s maximum demand in kilowatts (kW), are a common element of electricity rate structures for commercial customers. Customer-sited solar photovoltaic (PV) systems can potentially reduce demand charges, but the level of savings is difficult to predict, given variations in demand charge designs, customer loads, and PV generation profiles. Lawrence Berkeley National Laboratory (Berkeley Lab) and the National Renewable Energy Laboratory (NREL) are collaborating on a series of studies to understand how solar PV can impact demand charges. Prior studies in the series examined demand charge reductions from solar on a stand-alone basis for residential and commercial customers. Those earlier analyses found that solar, alone, has limited ability to reduce demand charges depending on the specific design of the demand charge and on the shape of the customer’s load profile. This latest analysis estimates demand charge savings from solar in commercial buildings when co-deployed with behind-the-meter storage, highlighting the complementary roles of the two technologies. The analysis is based on simulated loads, solar generation, and storage dispatch across a wide variety of building types, locations, system configurations, and demand charge designs.

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

    NARCIS (Netherlands)

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

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

  13. Influence of Customer Focused Mission Statement on Customer Satisfaction

    Directory of Open Access Journals (Sweden)

    Chijioke Nwachukwu

    2017-01-01

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

  14. Customer requirements based ERP customization using AHP technique

    NARCIS (Netherlands)

    Parthasarathy, S.; Daneva, Maia

    2014-01-01

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

  15. Customer Segmentation by Factors Influencing Brand Loyalty and Customer Involvement

    Directory of Open Access Journals (Sweden)

    Tereza Vebrová

    2016-01-01

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

  16. 24 CFR 203.672 - Residential areas.

    Science.gov (United States)

    2010-04-01

    ... 24 Housing and Urban Development 2 2010-04-01 2010-04-01 false Residential areas. 203.672 Section... FAMILY MORTGAGE INSURANCE Servicing Responsibilities Occupied Conveyance § 203.672 Residential areas. (a) For the purposes of occupied conveyance considerations, a residential area is any area which...

  17. Understanding Residential Polarization in a Globalizing City

    Directory of Open Access Journals (Sweden)

    Ibrahim Rotimi Aliu

    2013-12-01

    Full Text Available This study examines the spatial polarization that characterizes the dwellings in the African leading megacity of Lagos. Data were collected through an extensive housing survey carried out on 1,485 household residences in 56 wards within 12 administrative units in Lagos megacity. The spatial dimension of residential density in the city generates three unique residential patterns which are low residential density (LRD, medium residential density (MRD, and high residential density (HRD areas. Descriptive and multivariate inferential statistics were used to render explanations for the spatial variations in the residential quality variables in the study area. Findings indicated that a clear difference exists in the residential quality within the three residential density areas of Lagos. High correlations exist among the residential quality indicators and housing type. The principal component analysis shows that residential polarizations that occur in the LRD, MRD, and HRD are based on the location, dwelling facility, interior and exterior quality, neighborhood integrity, social bond, barrier to entry, and security. The practical implications of residential polarizations along the residential density areas are explicitly expressed.

  18. Space Mission Operations Ground Systems Integration Customer Service

    Science.gov (United States)

    Roth, Karl

    2014-01-01

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

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

    NARCIS (Netherlands)

    Koelemeijer, K.

    1991-01-01

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

  20. Fabricating a custom earpiece for hand-held radios.

    Science.gov (United States)

    Potter, James V; Hansen, Nancy A; Schroetlin, Robert G; Jones, John D

    2009-12-01

    This article describes the fabrication of a custom earpiece for use with hand-held radios. The technique can be used to fabricate custom earpieces, as a public service, for law enforcement personnel, firefighters, emergency medical services (EMS) personnel, and others, improving safety and providing a valuable benefit to the community.

  1. Serving online customers lessons for libraries from the business world

    CERN Document Server

    Barclay, Donald A

    2014-01-01

    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.

  2. Marketing of financial services and customer loyalty in the Nigerian ...

    African Journals Online (AJOL)

    In a highly competitive environment of the banking service sector, customer loyalty is a must for the banks in order to maintain their market share. This provided the impetus for the study reported. Data analyses revealed that bank's cleanliness, friendly staff and bank proximity are part of the factors that attract customers to the ...

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

    Energy Technology Data Exchange (ETDEWEB)

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

    2014-03-19

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

  4. Optimal load scheduling in commercial and residential microgrids

    Science.gov (United States)

    Ganji Tanha, Mohammad Mahdi

    Residential and commercial electricity customers use more than two third of the total energy consumed in the United States, representing a significant resource of demand response. Price-based demand response, which is in response to changes in electricity prices, represents the adjustments in load through optimal load scheduling (OLS). In this study, an efficient model for OLS is developed for residential and commercial microgrids which include aggregated loads in single-units and communal loads. Single unit loads which include fixed, adjustable and shiftable loads are controllable by the unit occupants. Communal loads which include pool pumps, elevators and central heating/cooling systems are shared among the units. In order to optimally schedule residential and commercial loads, a community-based optimal load scheduling (CBOLS) is proposed in this thesis. The CBOLS schedule considers hourly market prices, occupants' comfort level, and microgrid operation constraints. The CBOLS' objective in residential and commercial microgrids is the constrained minimization of the total cost of supplying the aggregator load, defined as the microgrid load minus the microgrid generation. This problem is represented by a large-scale mixed-integer optimization for supplying single-unit and communal loads. The Lagrangian relaxation methodology is used to relax the linking communal load constraint and decompose the independent single-unit functions into subproblems which can be solved in parallel. The optimal solution is acceptable if the aggregator load limit and the duality gap are within the bounds. If any of the proposed criteria is not satisfied, the Lagrangian multiplier will be updated and a new optimal load schedule will be regenerated until both constraints are satisfied. The proposed method is applied to several case studies and the results are presented for the Galvin Center load on the 16th floor of the IIT Tower in Chicago.

  5. Trends of Sustainable Residential Architecture

    OpenAIRE

    Narvydas, A

    2015-01-01

    The article is based on Master’s research conducted during Scottish Housing Expo 2010. The aim of the research was to determine the prevailing trends in sustainable residential architecture. Each trend can be described by features detected during visual and technical observation of project data. Based on that architects may predict possible problems related to a specific trend.

  6. ENERGY STAR Certified Residential Freezers

    Science.gov (United States)

    Certified models meet all ENERGY STAR requirements as listed in the Version 5.0 ENERGY STAR Program Requirements for Residential Refrigerators and Freezers that are effective as of September 15, 2014. A detailed listing of key efficiency criteria are available at http://www.energystar.gov/index.cfm?c=refrig.pr_crit_refrigerators

  7. Main challenges of residential areas

    Directory of Open Access Journals (Sweden)

    Oana Luca

    2017-06-01

    Full Text Available The present article is a position paper aiming to initiate a professional debate related to the aspects related to the urban dysfunctions leading to the wear of the residential areas. The paper proposes a definition of the wear process, identify the main causes leading to its occurrence and propose a number of solutions to neutralise the dysfunctions. The three wearing phases of residential areas components are emphasized, exploring their lifecycle. In order to perform the study of urban wear, the status of the residential areas components can be established and monitored, and also the variables of the function that can mathematically model the specific wear process may be considered. The paper is considered a first step for the model adjustment, to be tested and validated in the following steps. Based on the mathematical method and model, there can be created, in a potential future research, the possibility of determining the precarity degree for residential areas/neighbourhoods and cities, by minimising the subjective component of the analyses preceding the decision for renovation or regeneration.

  8. Technical Problems of Residential Construction

    Science.gov (United States)

    Nowogońska, Beata; Cibis, Jerzy

    2017-10-01

    Beauty, utility, durability - these are the features of good architecture and should also be the distinguishing qualities of every residential building. But do beauty and utility remain along with the passing of time? Performance characteristics are an indicator of both, the technical as well as aesthetic state of buildings. Aesthetic needs are in disagreement with the merciless aging process. The beauty of a city is formed not only by the original forms of new residential buildings, but also by existing tenement housing; thus preserving their aesthetics becomes a necessity. Time is continuously passing and along with it, aging intensifies. The aging process is a natural phenomenon for every material. The life expectancy of building materials is also limited. Along with the passing of time, the technical state of residential buildings continuously deteriorates. With the passing of time, the aesthetic values and preferences of users of flats change and the usability of the building decreases. The permanence of buildings, including residential buildings, is shaped not only by the forces of nature but also by activities of humans. A long lifespan is ensured by carrying out ongoing, systematic renovation-repair works. It is thanks to them that buildings derived from past centuries are still being used, and their market attractiveness is not decreasing.

  9. A Neo-Rawlsian Approach to Residential Integration

    Directory of Open Access Journals (Sweden)

    Kevin J. Brown

    2013-08-01

    Full Text Available Over the past 40 years, the United States has engaged in various policies to integrate otherwise segregated black and white households within a shared space. However, little work has been done to fully articulate a moral argument for residential integration among black and white households. This paper offers what I refer to as the normative argument, which possesses two morally-impelled arguments for residential integration. Since the ethical appeal to integrate is often couched in the language of justice, I begin with a framework—based upon the work of the late philosopher John Rawls—for considering the moral aspects of residential integration. However, I go on to point out intractable problems related to the Rawlsian framework that would fail to flesh out all ethical considerations of the normative argument. From here, I provide a revised, or neo-Rawlsian, framework for understanding residential integration which addresses the aforementioned problems. This exercise is both important and necessary for the future of residential mixing, as better understanding the moral and ethical attributes of this discussion is, perhaps, the best means to lubricate the fundamental shift from 'spatial' to 'social' integration.

  10. Post-Retrofit Residential Assessments

    Energy Technology Data Exchange (ETDEWEB)

    Lancaster, Ross; lutzenhiser, Loren; Moezzi, Mithra; Widder, Sarah H.; Chandra, Subrato; Baechler, Michael C.

    2012-04-30

    This study examined a range of factors influencing energy consumption in households that had participated in residential energy-efficiency upgrades. The study was funded by a grant from the U.S. Department of Energy’s Pacific Northwest National Laboratory and was conducted by faculty and staff of Portland State University Center for Urban Studies and Department of Economics. This work was made possible through the assistance and support of the Energy Trust of Oregon (ETO), whose residential energy-efficiency programs provided the population from which the sample cases were drawn. All households in the study had participated in the ETO Home Performance with Energy Star (HPwES) program. A number of these had concurrently pursued measures through other ETO programs. Post-retrofit energy outcomes are rarely investigated on a house-by-house basis. Rather, aggregate changes are ordinarily the focus of program impact evaluations, with deviation from aggregate expectations chalked up to measurement error, the vagaries of weather and idiosyncrasies of occupants. However, understanding how homes perform post-retrofit on an individual basis can give important insights to increase energy savings at the participant and the programmatic level. Taking a more disaggregated approach, this study analyzed energy consumption data from before and after the retrofit activity and made comparisons with engineering estimates for the upgrades, to identify households that performed differently from what may have been expected based on the estimates. A statistical analysis using hierarchal linear models, which accounted for weather variations, was performed looking separately at gas and electrical use during the periods before and after upgrades took place. A more straightforward comparison of billing data for 12-month periods before and after the intervention was also performed, yielding the majority of the cases examined. The later approach allowed total energy use and costs to be

  11. Customer satisfaction in the emergency department.

    Science.gov (United States)

    Worthington, Kelly

    2004-02-01

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

  12. Customer Relations Management sebagai Salah Satu Upaya Public Relations Perusahaan Jasa Perbankan Menciptakan Good Image

    Directory of Open Access Journals (Sweden)

    Prima Ayu Rizqi Mahanani

    2017-01-01

    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

  13. On measurement of customer satisfaction

    DEFF Research Database (Denmark)

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

    1992-01-01

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

  14. Team Foundation Server 2013 customization

    CERN Document Server

    Beeming, Gordon

    2014-01-01

    This book utilizes a tutorial based approach, focused on the practical customization of key features of the Team Foundation Server for collaborative enterprise software projects.This practical guide is intended for those who want to extend TFS. This book is for intermediate users who have an understanding of TFS, and basic coding skills will be required for the more complex customizations.

  15. Flow Analysis of Code Customizations

    DEFF Research Database (Denmark)

    Hessellund, Anders; Sestoft, Peter

    2008-01-01

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

  16. 78 FR 41299 - Customs Brokers

    Science.gov (United States)

    2013-07-10

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

  17. Customer Service in Ontario's Colleges

    Science.gov (United States)

    Keith, John

    2005-01-01

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

  18. Customized color patterning of photovoltaic cells

    Science.gov (United States)

    Cruz-Campa, Jose Luis; Nielson, Gregory N.; Okandan, Murat; Lentine, Anthony L.; Resnick, Paul J.; Gupta, Vipin P.

    2016-11-15

    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.

  19. Diversifying customer review rankings.

    Science.gov (United States)

    Krestel, Ralf; Dokoohaki, Nima

    2015-06-01

    E-commerce Web sites owe much of their popularity to consumer reviews accompanying product descriptions. On-line customers spend hours and hours going through heaps of textual reviews to decide which products to buy. At the same time, each popular product has thousands of user-generated reviews, making it impossible for a buyer to read everything. Current approaches to display reviews to users or recommend an individual review for a product are based on the recency or helpfulness of each review. In this paper, we present a framework to rank product reviews by optimizing the coverage of the ranking with respect to sentiment or aspects, or by summarizing all reviews with the top-K reviews in the ranking. To accomplish this, we make use of the assigned star rating for a product as an indicator for a review's sentiment polarity and compare bag-of-words (language model) with topic models (latent Dirichlet allocation) as a mean to represent aspects. Our evaluation on manually annotated review data from a commercial review Web site demonstrates the effectiveness of our approach, outperforming plain recency ranking by 30% and obtaining best results by combining language and topic model representations. Copyright © 2015 Elsevier Ltd. All rights reserved.

  20. The Evolving Market Structure of the U.S. Residential Solar PV Installation Industry, 2000-2016

    Energy Technology Data Exchange (ETDEWEB)

    OShaughnessy, Eric J [National Renewable Energy Laboratory (NREL), Golden, CO (United States)

    2018-02-22

    Market structure refers to the number of firms and the distribution of market shares among firms within an industry. In The Evolving Market Structure of the U.S. Residential Solar PV Installation Industry, 2000-2016, we examine market structure in the context of residential solar PV. We find that over 8,000 companies have installed at least one residential PV system, with about 2,900 companies active in 2016. The majority of residential PV installers are relatively small companies, with about half of installers installing fewer than five systems. At the same time, a subset of high-volume installers accumulated market share, especially beginning around 2010 with the emergence of alternative customer financing options.

  1. Factors Affecting Customer Satisfaction in Mobile Telecommunication Industry in Bangladesh

    Directory of Open Access Journals (Sweden)

    Md. Rahman

    2014-06-01

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

  2. PERANCANGAN E-CUSTOMER RELATIONSHIP MANAGEMENT PADA PT STARSINDO LOGISTICS

    Directory of Open Access Journals (Sweden)

    Nelly Nelly

    2009-10-01

    Full Text Available PT Starsindo Logistics is a company engaged in the field of freight forwarder. The company problem faced today is providing information to customers that are less precise and quick, especially on the customer’s order status information. This problem starts from the time of departure until time EMKL truck dock container freight customers enter the process. Therefore, it is necessary to use electronic Customer Service applications-Customer Relationship Management as it can make it easier to manage and control the flow of information about the status of customer orders. The research method is to follow the rules that exist in the Object Oriented Analysis and Design which has been introduced by Mathiassen. Through the website, the public is expected to easily access all information about the company and vessel schedules. Customers can also access information on schedule orders, tracking order status and transaction history that has been done. With the web-based Customer Service applications, it is expected to help companies build better relationships with customers.Keywords: e-customer relationship management, freight forwarding, object-oriented analysis and design

  3. Energy and IAQ Implications of Residential Ventilation Cooling

    Energy Technology Data Exchange (ETDEWEB)

    Turner, William [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Walker, Iain [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States)

    2014-08-01

    This study evaluates the energy, humidity and indoor air quality (IAQ) implications of residential ventilation cooling in all U.S. IECC climate zones. A computer modeling approach was adopted, using an advanced residential building simulation tool with airflow, energy and humidity models. An economizer (large supply fan) was simulated to provide ventilation cooling while outdoor air temperatures were lower than indoor air temperatures (typically at night). The simulations were performed for a full year using one-minute time steps to allow for scheduling of ventilation systems and to account for interactions between ventilation and heating/cooling systems.

  4. Residential and commercial buildings data book: Third edition

    Energy Technology Data Exchange (ETDEWEB)

    Amols, G.R.; Howard, K.B.; Nicholls, A.K.; Guerra, T.D.

    1988-02-01

    This Data Book updates and expands the previous Data Book originally published by the Department of Energy in September, 1986 (DOE/RL/01830/16). Energy-related information is provided under the following headings: Characteristics of Residential Buildings in the US; Characteristics of New Single Family Construction in the US; Characteristics of New Multi-Family Construction in the US; Household Appliances; Residential Sector Energy Consumption, Prices, and Expenditures; Characteristics of US Commercial Buildings; Commercial Buildings Energy Consumption, Prices, and Expenditures; and Additional Buildings and Community Systems Information. 12 refs., 59 figs., 118 tabs.

  5. 77 FR 29322 - Updating State Residential Building Energy Efficiency Codes

    Science.gov (United States)

    2012-05-17

    ...The Department of Energy (DOE or Department) has determined that the 2012 edition of the International Code Council (ICC) International Energy Conservation Code (IECC) (2012 IECC or 2012 edition) would achieve greater energy efficiency in low-rise residential buildings than the 2009 IECC. Upon publication of this affirmative final determination, States are required to file certification statements to DOE that they have reviewed the provisions of their residential building code regarding energy efficiency and made a determination as to whether to update their code to meet or exceed the 2012 IECC. Additionally, this Notice provides guidance to States on how the codes have changed from previous versions, and the certification process.

  6. Residential mobility, social support and adolescent self-concept.

    Science.gov (United States)

    Hendershott, A B

    1989-01-01

    The effects of residential relocation on children has been a topic of interest to social science researchers for decades. Early research attributed school phobias, classroom behavior problems, lack of academic success, and poor peer relationships to residential mobility. Although most current literature has disputed many of these early findings, a question remains regarding the relationship between self-concept and residential relocation. Significant negative findings have been found in previous studies of this relationship. This study attempts to expand the research in two ways: first, by providing a theoretical framework and, second, by testing the role of social support from parents and peers as a mediator in the relationship. The investigation benefits from theory on life events and stress which guides the analysis of mobility and self-concept in a sample of 205 students in the sixth, seventh, and eighth grades. Findings indicate that social support attenuates a negative effect of mobility on specific measures of self-concept.

  7. Customer Centricity Roadmap for a Manufacturing Company

    OpenAIRE

    Huttunen, Juha

    2014-01-01

    The objective of the study is to develop a roadmap for customer centricity and to build the basis on which improved customer centric actions can be built. As other ways of succeeding in the industry are quite limited, the customer centricity and good customer experience are vital to keep the customers interested and create more loyal and long lasting customer relationships. Customer centricity is a complex system incorporating various aspects mutually dependent and influencing each other....

  8. Call Duration Characteristics based on Customers Location

    Directory of Open Access Journals (Sweden)

    Žvinys Karolis

    2014-05-01

    Full Text Available Nowadays a lot of different researches are performed based on call duration distributions (CDD analysis. However, the majority of studies are linked with social relationships between the people. Therefore the scarcity of information, how the call duration is associated with a user's location, is appreciable. The goal of this paper is to reveal the ties between user's voice call duration and the location of call. For this reason we analyzed more than 5 million calls from real mobile network, which were made over the base stations located in rural areas, roads, small towns, business and entertainment centers, residential districts. According to these site types CDD’s and characteristic features for call durations are given and discussed. Submitted analysis presents the users habits and behavior as a group (not an individual. The research showed that CDD’s of customers being them in different locations are not equal. It has been found that users at entertainment, business centers are tend to talk much shortly, than people being at home. Even more CDD can be distorted strongly, when machinery calls are evaluated. Hence to apply a common CDD for a whole network it is not recommended. The study also deals with specific parameters of call duration for distinguished user groups, the influence of network technology for call duration is considered.

  9. Using Residential Solar PV Quote Data to Analyze the Relationship Between Installer Pricing and Firm Size

    Energy Technology Data Exchange (ETDEWEB)

    O' Shaughnessy, Eric; Margolis, Robert

    2017-05-18

    We use residential solar photovoltaic (PV) quote data to study the role of firm size in PV installer pricing. We find that large installers (those that installed more than 1,000 PV systems in any year from 2013 to 2015) quote higher prices for customer-owned systems, on average, than do other installers. The results suggest that low prices are not the primary value proposition of large installers.

  10. Using Residential Solar PV Quote Data to Analyze the Relationship Between Installer Pricing and Firm Size

    Energy Technology Data Exchange (ETDEWEB)

    O' Shaughnessy, Eric [National Renewable Energy Lab. (NREL), Golden, CO (United States); Margolis, Robert [National Renewable Energy Lab. (NREL), Golden, CO (United States)

    2017-05-19

    We use residential solar photovoltaic (PV) quote data to study the role of firm size in PV installer pricing. We find that large installers (those that installed more than 1,000 PV systems in any year from 2013 to 2015) quote higher prices for customer-owned systems, on average, than do other installers. The results suggest that low prices are not the primary value proposition of large installers.

  11. Why Customers Use or Do Not Use Internet Banking: A Case Study of a Community Bank

    Science.gov (United States)

    Beadnell, Stephen Allen

    2014-01-01

    The banking industry is being challenged by shareholders and consumers to provide its products in the most efficient manner, provide good customer service, and earn a fair profit. Although the infrastructure is in place to serve most customers through Internet banking, the number of customers using this channel is less than expected. The purpose…

  12. RISK MANAGEMENT IN CUSTOMS CONTROL

    Directory of Open Access Journals (Sweden)

    Elena Valerievna Drobot

    2017-06-01

    Full Text Available Customs administrations operating in the modern global economy are faced with a complex range of challenges. The prime responsibilities remain the collection of revenues and the protection of the society, but these demanding tasks must be performed effectively and efficiently, whilst at the same time facilitating the flow of legitimate goods. Risk management is a logical and systematic method of identifying, analyzing and managing risks. Risk management can be associated with any activity, function or process within the organization and will enable the organization to take advantage of opportunities and minimize potential losses. Minimization of the human factor in customs control through the implementation of non-intrusive inspection equipment can be very useful. The particularities of risk-management system (RMS implementation within customs control are discussed in the article. The authors single out the elements of the risk-management system, evaluate the effectiveness of risk-management in customs control. The main reasons for non-implementation of the risk-management system in customs control are described as well. The particular attention is paid to the benefits of customs risk management. The authors’ hypothesis is that risk management in customs control must find a balance between costs and benefits to address all risks equally. Criteria are needed to decide what constitutes an acceptable or unacceptable risk. Thus, system analysis and risk management system are the effective mechanisms for acceleration of customs clearance and improve the quality of customs control. As a conclusion, the authors give recommendations for the improvement of the effectiveness of risk management system in customs control.

  13. Tourism guide cloud service quality: What actually delights customers?

    Science.gov (United States)

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

    2016-01-01

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

  14. Information and psychomotor skills knowledge acquisition: A student-customer-centered and computer-supported approach.

    Science.gov (United States)

    Nicholson, Anita; Tobin, Mary

    2006-01-01

    This presentation will discuss coupling commercial and customized computer-supported teaching aids to provide BSN nursing students with a friendly customer-centered self-study approach to psychomotor skill acquisition.

  15. Using online surveys and Facebook ads to solicit customer feedback : research summary.

    Science.gov (United States)

    2017-03-01

    The Missouri Department of Transportation : (MoDOT) developed the Tracker system to : assess agency performance in pursuit of its : mission to provide a world-class transportation : system that delights our customers. MoDOT : customers expect t...

  16. A Financial Data Mining Model for Extracting Customer Behavior

    Directory of Open Access Journals (Sweden)

    Mark K.Y. Mak

    2011-08-01

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

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

    Science.gov (United States)

    Gupta, Sunil; Mela, Carl F

    2008-11-01

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

  18. On the prediction of residential loads in India

    NARCIS (Netherlands)

    Fuchs, P.S.; Lele, A.; Venkatesha-Prasad, R.R.

    2015-01-01

    The Indian Energy grid is growing rapidly and there is a large simulation to improve not only the grid reliability, but also provide power for all by 2027. To this aim the Government of India has launched the Restructured Accelerated Power Development Program (RAPDRP). In India, residential loads

  19. A review of residential computer oriented energy control systems

    Energy Technology Data Exchange (ETDEWEB)

    North, Greg

    2000-07-01

    The purpose of this report is to bring together as much information on Residential Computer Oriented Energy Control Systems as possible within a single document. This report identifies the main elements of the system and is intended to provide many technical options for the design and implementation of various energy related services.

  20. Analysis of Bright Harvest Remote Analysis for Residential Solar Installations

    Energy Technology Data Exchange (ETDEWEB)

    Nangle, John [National Renewable Energy Lab. (NREL), Golden, CO (United States); Simon, Joseph [National Renewable Energy Lab. (NREL), Golden, CO (United States)

    2015-06-17

    Bright Harvest provides remote shading analysis and design products for residential PV system installers. The National Renewable Energy Laboratory (NREL) through the NREL Commercialization Assistance Program, completed comparative assessments between on-site measurements and remotely calculated values to validate the accuracy of Bright Harvest’s remote shading and power generation.