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

Retailing residential electricity : A concept that makes sense?

International Nuclear Information System (INIS)

MacDonald, C.

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

National survey provides average power quality profiles for different customer groups

International Nuclear Information System (INIS)

Hughes, B.; Chan, J.

1996-01-01

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

The value of price transparency in residential solar photovoltaic markets

Energy Technology Data Exchange (ETDEWEB)

O’Shaughnessy, Eric; Margolis, Robert

2018-06-01

Installed prices for residential solar photovoltaic (PV) systems have declined significantly in recent years. However price dispersion and limited customer access to PV quotes prevents some prospective customers from obtaining low price offers. This study shows that improved customer access to prices - also known as price transparency - is a potential policy lever for further PV price reductions. We use customer search and strategic pricing theory to show that PV installation companies face incentives to offer lower prices in markets with more price transparency. We test this theoretical framework using a unique residential PV quote dataset. Our results show that installers offer lower prices to customers that are expected to receive more quotes. Our study provides a rationale for policies to improve price transparency in residential PV markets.

The impact of rate design and net metering on the bill savings from distributed PV for residential customers in California

International Nuclear Information System (INIS)

Darghouth, Naim R.; Barbose, Galen; Wiser, Ryan

2011-01-01

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. - Highlights: → We examine the value of bill savings under net metering to PV owners in California. → Bill savings per kWh of PV generation varies by a factor of four with net metering. The variation is attributable to rate design, the unique inclining block structure. → The median value of bill savings is reduced by 40-67% with MPR feed-in tariff. → The median value of bill savings is reduced by 6-12% with hourly netting.

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.

Cost-effective FITL technologies for small business and residential customers

Science.gov (United States)

Andersen, Niels E.; Woolnough, Peter; Seidenberg, Juergen; Ferreira, Mario F. S.

1995-02-01

FIRST is a RACE project where 5 main European telecoms operators, 4 equipment manufacturers and one university have joined up to define and test in a field trial in Portugal a cost effective Optical Access Network. The main design target has been a system which gives cost effective provision of wideband services for small and medium business customers. The system however, incorporates provision of telephone, ISDN and analog and digital video for residential customers as well. Technologies have been chosen with the objective of providing a simple, robust and flexible system where initial deployment costs are low and closely related to the service take up. The paper describes the main technical features of the system and network applications which shows how the system may be introduced in network planning. The system is based on Passive Optical Network technology where video is distributed in the 1550 nm window and telecoms services transmitted at 1300 nm in full duplex mode. The telecoms system provides high capacity, flexibility in loop length and robustness towards outside plant performance. The Subcarrier Multiple Access (SCMA) method is used for upstream transmission of bi-directional telecoms services. SCMA has advantages compared to the Time Division Multiple Access technology used in other systems. Bandwidth/cost tradeoff is better and the lower requirements to the outside plant increases the overall cost benefit. Optical beat noise due to overlapping of laser spectra which may be a problem for this technology has been addressed with success through the use of a suitable modulation and control technique. This technology is further validated in the field trial. The video system provides cost effective long distance transmission on standard fiber with externally modulated lasers and cascaded amplifiers. Coexistence of analog and digital video on one fiber with different modulation schemes i.e. BPSK, QPSK and 64 QAM have been validated. Total life cycle cost

Customer-economics of residential photovoltaic systems (Part 1): The impact of high renewable energy penetrations on electricity bill savings with net metering

International Nuclear Information System (INIS)

Darghouth, Naïm R.; Barbose, Galen; Wiser, Ryan H.

2014-01-01

Residential photovoltaic (PV) systems in the US are often compensated at the customer's underlying retail electricity rate through net metering. Given the uncertainty in future retail rates and the inherent links between rates and the customer–economics of behind-the-meter PV, there is growing interest in understanding how potential changes in rates may impact the value of bill savings from PV. In this article, we first use a production cost and capacity expansion model to project California hourly wholesale electricity market prices under two potential electricity market scenarios, including a reference and a 33% renewables scenario. Second, based on the wholesale electricity market prices generated by the model, we develop retail rates (i.e., flat, time-of-use, and real-time pricing) for each future scenario based on standard retail rate design principles. Finally, based on these retail rates, the bill savings from PV is estimated for 226 California residential customers under two types of net metering, for each scenario. We find that high renewable penetrations can drive substantial changes in residential retail rates and that these changes, together with variations in retail rate structures and PV compensation mechanisms, interact to place substantial uncertainty on the future value of bill savings from residential PV. - Highlights: • We investigate the impact of high renewables on customer economics of solar. • We model three types of residential retail electricity rates. • Based on the rates, we calculate the bill savings from photovoltaic (PV) generation. • High renewables penetration can lead to lower bill savings with time-varying rates. • There is substantial uncertainty in the future bill savings from residential PV

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.

Delivering customer solutions

International Nuclear Information System (INIS)

Bergsma, J.

1997-01-01

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

Impact of Alternative Rate Structures on Distributed Solar Customer Electricity Bills

Energy Technology Data Exchange (ETDEWEB)

McLaren, Joyce A [National Renewable Energy Laboratory (NREL), Golden, CO (United States)

2018-03-02

Electric utilities are increasingly proposing changes to residential rate structures, in order to address concerns about their inability to recover fixed system costs from customers with grid connected distributed generation. The most common proposals have been to increase fixed charges, set minimum bills or instigate residential demand charges. This presentation provides results of an analysis to explore how these rate design alternatives impact electricity bills for PV and non-PV customers.

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

Directory of Open Access Journals (Sweden)

Małgorzata Czermińska

2016-09-01

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

Electric Industry Restructuring in Ohio: Residential and Low Income Customer Impacts; TOPICAL

International Nuclear Information System (INIS)

Eisenberg, J

2001-01-01

This report analyzes the electric utilities in Ohio in order to determine how they are situated for the coming of competition. It begins with the status of the utilities as of 1995, the last year for which detailed data were available, and determines the detailed underlying cost structure behind the rates charged to customers. The study then develops a number of restructuring scenarios to be analyzed. These scenarios cover different approaches to dividing stranded asset costs between customers and stockholders, and between different groups of customers. They also cover wholesale versus retail competition, different regulatory structures for those services still under regulation, and new approaches to stranded asset costs such as securitization--the use of special bonds to reduce costs. Throughout the report the special emphasis is on the impact of restructuring on low-income residential customers. Low-income customers are the most vulnerable to changes in the regulatory structure with the fewest alternative options. The report finds that there are a great deal of above-market cost, potentially stranded assets in Ohio--approximately$8.75 billion in 1995. The annual above-market costs total over$3 billion, of which about 2/3 is recovery of capital related costs and 1/3 is recovery of energy related costs. The distribution of stranded assets in Ohio is very uneven. Some utilities such as Cleveland Electric and Ohio Edison have very high levels of above-market costs. In contrast, Ohio Power has, under some estimates, costs which are actually below market costs. The study looks separately at the near-term or transition period (approximately the next seven to ten years) and the longer term competitive market period. During the transition period the costs of stranded assets are being collected from customers while competitive markets are being developed. In the longer term market period it is assumed that all of the stranded asset costs have been collected and that the

Restructuring and the retail residential market for power in Pennsylvania

International Nuclear Information System (INIS)

Kleit, Andrew N.; Shcherbakova, Anastasia V.; Chen Xu

2012-01-01

In January 2010 electricity retail residential rate caps expired in a large part of Pennsylvania, allowing consumers to shop for electricity in the retail market. In this paper we employ customer-level data from the relevant territory to analyze what residential customer and community characteristics impacted the decision of whether or not to switch to an alternative electricity provider, and when to make the switch. Results show that customers with higher usage levels (especially around the time of the program's introduction), electric heating, and those living in more urban and more educated communities with lower unemployment rates and higher median household incomes were both more likely to switch, and more likely to do so faster. Lower switching rates and a slower switching response was observed from customers with more variable month to month usage (perhaps this made them unsure of future benefits from switching), those on alternative residential electricity rates (time-of-day and thermal storage programs), and those new to the relevant area (perhaps due to lack of information about the residential choice program). Critics of retail electricity competition have suggested that it disadvantages poor and elderly ratepayers. Our results do not support this contention. Customers living in communities with higher poverty rates were actually more likely to switch (and do so faster) than middle-income consumers. Communities with higher shares of senior population were not found to have lower switching rates from younger communities. - Highlights: ► We analyze introduction of retail competition in Pennsylvania's electricity sector. ► We evaluate what characteristics influence consumers to switch electric providers. ► Higher usage and electric heat influence customers to switch and to do so faster. ► More variable usage and being new to service area deter switching. ► High poverty rates induce switching; older communities no less likely to switch.

What influences customer loyalty with Dutch mobile phone providers

OpenAIRE

Salih, Shevan

2017-01-01

The aim of this thesis is to determine what influences customer loyalty with Dutch mobile phone providers. The results of this research may help mobile phone providers in the future. This includes attracting new customers and to keep the current customers loyal. Mobile phone providers could use this information to better understand which attributes influence customer loyalty. Hereby they could adapt their strategy to the more important attributes. Research revealed that customer sat...

Non-intrusive identification of residential customers

Energy Technology Data Exchange (ETDEWEB)

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

1997-11-01

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

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

International Nuclear Information System (INIS)

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

2013-01-01

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

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...

30 CFR 47.73 - Providing labels and MSDSs to customers.

Science.gov (United States)

2010-07-01

... 30 Mineral Resources 1 2010-07-01 2010-07-01 false Providing labels and MSDSs to customers. 47.73 Section 47.73 Mineral Resources MINE SAFETY AND HEALTH ADMINISTRATION, DEPARTMENT OF LABOR EDUCATION AND... MSDSs to customers. For a hazardous chemical produced at the mine, the operator must provide customers...

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...

Residential implementation of critical-peak pricing of electricity

International Nuclear Information System (INIS)

Herter, Karen

2007-01-01

This paper investigates how critical-peak pricing (CPP) affects households with different usage and income levels, with the goal of informing policy makers who are considering the implementation of CPP tariffs in the residential sector. Using a subset of data from the California Statewide Pricing Pilot of 2003-04, average load change during summer events, annual percent bill change, and post-experiment satisfaction ratings are calculated across six customer segments, categorized by historical usage and income levels. Findings show that high-use customers respond significantly more in kW reduction than do low-use customers, while low-use customers save significantly more in percentage reduction of annual electricity bills than do high-use customers-results that challenge the strategy of targeting only high-use customers for CPP tariffs. Across income levels, average load and bill changes were statistically indistinguishable, as were satisfaction rates-results that are compatible with a strategy of full-scale implementation of CPP rates in the residential sector. Finally, the high-use customers earning less than $50,000 annually were the most likely of the groups to see bill increases-about 5% saw bill increases of 10% or more-suggesting that any residential CPP implementation might consider targeting this customer group for increased energy efficiency efforts

Electricity Customers

Science.gov (United States)

Residential, commercial, and industrial customers each account for roughly one-third of the nation’s electricity use. The transportation sector also accounts for a small fraction of electricity, although it could increase.

Residential implementation of critical-peak pricing ofelectricity

Energy Technology Data Exchange (ETDEWEB)

Herter, Karen

2006-06-29

This paper investigates how critical-peak pricing (CPP)affects households with different usage and income levels, with the goalof informing policy makers who are considering the implementation of CPPtariffs in the residential sector. Using a subset of data from theCalifornia Statewide Pricing Pilot of 2003-2004, average load changeduring summer events, annual percent bill change, and post-experimentsatisfaction ratings are calculated across six customer segments,categorized by historical usage and income levels. Findings show thathigh-use customers respond significantly more in kW reduction than dolow-use customers, while low-use customers save significantly more inpercentage reduction of annual electricity bills than do high-usecustomers results that challenge the strategy of targeting only high-usecustomers for CPP tariffs. Across income levels, average load and billchanges were statistically indistinguishable, as were satisfaction ratesresults that are compatible with a strategy of full-scale implementationof CPP rates in the residential sector. Finally, the high-use customersearning less than $50,000 annually were the most likely of the groups tosee bill increases about 5 percent saw bill increases of 10 percent ormore suggesting that any residential CPP implementation might considertargeting this customer group for increased energy efficiencyefforts.

Role Coastumer Service PT. Bank Danamon Provide Service to Customers

OpenAIRE

", NURJANAH; Hardani, Ninda

2015-01-01

PT. Bank Danamon Pekanbaru is the bank engaged in banking goods and services that always seeks to prioritize the satisfaction of its customers. The employee on duty and deal directly with the customer in providing services commonly known as customer service that are required to have the ability to serve customers accurately and quickly and have good communication skills. The purpose of this study was to determine the role of customer service as a receptionist, Deskman, salesman, customer rela...

The importance of engaging residential energy customers' hearts and minds

International Nuclear Information System (INIS)

Olaniyan, Monisola J.; Evans, Joanne

2014-01-01

In an attempt to reduce the contribution of residential greenhouse gas emissions the EU has implemented a variety of policy measures. The focus has been to promote domestic energy efficiency and ultimately a reduction in residential energy demand. In this study we estimate residential energy demand using Underlying Energy Demand Trend (UEDT) and Asymmetric Price Responses for 14 European OECD countries between 1978 and 2008. Our results support the conclusion that policies to reduce residential energy consumption and the consequent emissions need to account for behavioural, lifestyle and cultural factors in order to be effective. - Highlights: • Residential energy demand is estimated for 14 European OECD countries between 1978 and 2008. • Investigate the relative contributions of Underlying Energy Demand Trend (UEDT) which captures exogenous technical progress. • The most effective policies target behavioural, lifestyle and cultural factors to reduce residential energy consumption

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

Quality evaluation in health care services based on customer-provider relationships.

Science.gov (United States)

Eiriz, Vasco; Figueiredo, José António

2005-01-01

To develop a framework for evaluating the quality of Portuguese health care organisations based on the relationship between customers and providers, to define key variables related to the quality of health care services based on a review of the available literature, and to establish a conceptual framework in order to test the framework and variables empirically. Systematic review of the literature. Health care services quality should not be evaluated exclusively by customers. Given the complexity, ambiguity and heterogeneity of health care services, the authors develop a framework for health care evaluation based on the relationship between customers (patients, their relatives and citizens) and providers (managers, doctors, other technical staff and non-technical staff), and considering four quality items (customer service orientation, financial performance, logistical functionality and level of staff competence). This article identifies important changes in the Portuguese health care industry, such as the ownership of health care providers. At the same time, customers are changing their attitudes towards health care, becoming much more concerned and demanding of health services. These changes are forcing Portuguese private and public health care organisations to develop more marketing-oriented services. This article recognises the importance of quality evaluation of health care services as a means of increasing customer satisfaction and organisational efficiency, and develops a framework for health care evaluation based on the relationship between customers and providers.

Customer interruption cost and results

Energy Technology Data Exchange (ETDEWEB)

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

1997-12-31

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

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.

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

What drives customer choice in competitive power markets? Final report

International Nuclear Information System (INIS)

Cates, S.

1998-12-01

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

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.

Technology as a driver for changing customer-provider interfaces

OpenAIRE

Kowalkowski, Christian; Brehmer, Per-Olof

2008-01-01

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

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

Energy Technology Data Exchange (ETDEWEB)

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

2011-01-15

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

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…

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

OpenAIRE

Kujala, Lisanna Carolina; Citic, Marija

2015-01-01

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

The opening of electricity and gas markets to residential customers. Annual barometer - First wave. December 2007

International Nuclear Information System (INIS)

2007-01-01

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.)

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.

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.

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.

Transition issues in an unbundled residential market

International Nuclear Information System (INIS)

Brett, J.D.

1996-01-01

Aspects of an unbundled residential gas market were discussed, among them (1) the role of a local distribution company (LDC), (2) the context and the issues, (3) the customers'needs and desires, (4) long term planning responsibility, (5) consumer protection and dealing with abuses, (6) the obligation to serve, (7) the bad credit risk customer, (8) billing, credit and collection, and (9) metering and CIS

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

OpenAIRE

Wichai Onlaor; Siriluck Rotchanakitumnuai

2010-01-01

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

Customer Dissatisfaction Index and its Improvement Costs

Science.gov (United States)

Lvovs, Aleksandrs; Mutule, Anna

2010-01-01

The paper gives description of customer dissatisfaction index (CDI) that can be used as reliability level characterizing factor. The factor is directly joined with customer satisfaction of power supply and can be used for control of reliability level of power supply for residential customers. CDI relations with other reliability indices are shown. Paper also gives a brief overview of legislation of Latvia in power industry that is the base for CDI introduction. Calculations of CDI improvement costs are performed in the paper too.

The residential dual-energy program of Hydro-Quebec: An economic analysis

International Nuclear Information System (INIS)

Bergeron, C.; Bernard, J.-T.

1991-01-01

Higher than expected electricity consumption in recent years and increasing objections to capacity expansion on environmental grounds have led Quebec's government-owned electric utility, Hydro-Quebec, to launch an innovative program to reduce peak period residential electric heating demand. When the outside temperature drops below -12 degree C, customers who have opted for the program are charged 10 cents/kWh for their electricity (substantially above the 4.46 cents/kWh paid by normal residential customers) and they are automatically switched to a non-electric heating source, whereas above -12 degree C they pay 2.75 cents/kWh for all uses. A cost benefit analysis of this dual energy program finds that if, as Hydro-Quebec forecasts, 150,000 residential customers were to opt for this program, they would benefit by $19.0 million per year, while the utility and the government would lose $21.6 million and $1.6 million respectively, with a total net loss to Quebec society of $4.25 million a year. 12 refs., 4 figs., 6 tabs

Who (Dis)Continues to use SMS in the Age of Ubiquitous Mobile Internet Access?: A Two-Level Investigation of Residential Mobile Communications Customers in Germany

OpenAIRE

Torsten J. Gerpott

2015-01-01

Using data of 11526 residential postpaid subscribers of the German subsidiary of a multinational mobile network operator (MNO) extracted from the firm's customer and billing records, this investigation empirically examines the association between monthly mobile Internet (MI) data traffic volume generated by consumers and their monthly number of SMS sent at the within- and between-subjects levels over 25 months from October 2011 to October 2013. Multilevel analysis of the time-varying and -con...

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

International Nuclear Information System (INIS)

Girard, Philippe

2006-01-01

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

AMR: Serving the needs of distributors and customers

Energy Technology Data Exchange (ETDEWEB)

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

2002-10-01

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

Modeling of customer adoption of distributed generation in Japan

International Nuclear Information System (INIS)

Asano, Hiroshi; Nishio, Ken-ichiro; Imanaka, Takeo; Imamura, Ei-ichi

2005-01-01

This paper presents the modeling of customer adoption of distributed generation (DG) in industrial and residential sectors in Japan. We classified the DG market into an existing industrial DG market that is based on conventional prime movers (steam turbines, diesel engines, gas turbines, and gas engines) and a new residential DG market that is based on micro gas engines and fuel cell technology. Customers adopt self-generation considering the different prime movers and thermally activated equipment, fuel choice, growth of industrial output, and energy demand. The trend of the installed capacity of each prime mover shows different diffusion patterns. We conducted regression analysis of time-series data of self-generating facilities for the period from 1983 to 2001. We also modeled residential customer adoption of polymer electrolyte fuel cells and micro engine cogeneration systems (CGSs) until 2020. The feature of this model is the dynamic choice of multiple technologies such as gas CGSs and heat-pump water heaters. Sensitivity analysis of energy efficiency and the initial cost of energy systems for technology diffusion reveal alternative penetration paths and impacts on energy consumption and CO2 emission. (Author)

The importance of the criteria of residential buildings from the perspective of future users

Science.gov (United States)

Sirochmanová, Lenka; Kozlovská, Mária; Bašková, Renáta

2016-06-01

The developers need to know what is important to their customers in preparation of new construction of residential buildings. The paper deals with finding the importance of structure, material, cost, time and environmental criteria of residential buildings from the perspective of the future owners. The research methodology that provided the information was questionnaire survey. Research was conducted in two lines. The first line is dedicated to the research of main construction domains of residential building. The second line of the research deals with the specific criteria of main construction domains. The order of importance of the main areas and the specific criteria is determined by analyzing of data through descriptive characteristics: median, modus, variance, average value and by weigh of importance.

Residential consumer behavior during and after an energy crisis

Energy Technology Data Exchange (ETDEWEB)

Aragao Neto, Raymundo [International Institute for Energy Conservation, Rio de Janeiro, RJ (Brazil)]. E-mail: raragao@iiec.org; Javaroni, Mario Cesar [ECOLUZ Consultores Associados, Rio de Janeiro, RJ (Brazil)]. E-mail: javaroni@ecoluz.com.br

2004-07-01

Brazil faced a severe energy crisis during 2001 and 2002 that reflected in all sectors including residential, and obliged to reduce in 20 per cent consumption, considering 2000 basis. New products were largely used, and domestic customs changed. This paper evaluates how residential behaviour has changed during the crisis period, and one year later what initiatives (habits, appliances) remained, considering a survey with 240 consumers. (author)

The VDEW opinion poll 2001 among residential customers - An efficient marketing research tool; VDEW-Haushaltskundenbefragung 2001 - Ein wirksames Marktforschungsinstrument

Energy Technology Data Exchange (ETDEWEB)

Nickel, M. [VDEW Vereinigung Deutscher Elektrizitaetswerke e.V. Frankfurt (Germany). Bereich Markt und Daten

2000-10-02

Expressed in terms of company earnings, the households are the most important customer group of electric utilities. This is why the long established electricity supply companies and the newcomers in the deregulated market are building up their marketing campaigns specially designed for the residential sector. The article discusses the information drawn by the VDEW company from their latest opinion survey. (orig./CB) [German] Die Haushalte sind gemessen an den Erloesen die wichtigste Kundengruppe fuer die Stromunternehmen. Alte und neue Anbieter werben seit einem Jahr gezielt um diese Kunden. Zielgruppengerechte Werbung sowie Dienstleistungsangebote setzen Kenntnisse ueber Verbrauchsstrukturen, Meinungen und Verhaltensweisen der entsprechenden Kundengruppe voraus. Vielen Unternehmen fehlen solche detaillierte Informationen ueber ihre Haushaltskunden. Die VDEW organisiert deshalb 2001 wieder eine Haushaltskundenbefragung (HKB) - zum sechsten Mal seit 1976. (orig.)

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.

Learning from the implementation of residential optional time of use pricing in the United States electricity industry

Science.gov (United States)

Li, Xibao

Residential time-of-use (TOU) rates have been in practice in the U.S. since the 1970s. However, for institutional, political, and regulatory reasons, only a very small proportion of residential customers are actually on these schedules. In this thesis, I explore why this is the case by empirically investigating two groups of questions: (1) On the "supply" side: Do utilities choose to offer TOU rates in residential sectors on their own initiative if state commissions do not order them to do so? Since utilities have other options, what is the relationship between the TOU rate and other alternatives? To answer these questions, I survey residential tariffs offered by more than 100 major investor-owned utilities, study the impact of various factors on utilities' rate-making behavior, and examine utility revealed preferences among four rate options: seasonal rates, inverted block rates, demand charges, and TOU rates. Estimated results suggest that the scale of residential sectors and the revenue contribution from residential sectors are the only two significant factors that influence utility decisions on offering TOU rates. Technical and economic considerations are not significant statistically. This implies that the little acceptance of TOU rates is partly attributed to utilities' inadequate attention to TOU rate design. (2) On the "demand" side: For utilities offering TOU tariffs, why do only a very small proportion of residential customers choose these tariffs? What factors influence customer choices? Unlike previous studies that used individual-level experimental data, this research employs actual aggregated information from 29 utilities offering optional TOU rates. By incorporating neo-classical demand analysis into an aggregated random coefficient logit model, I investigate the impact of both price and non-price tariff characteristics and non-tariff factors on customer choice behavior. The analysis indicates that customer pure tariff preference (which captures the

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

Customer choice? A perspective from a representative for the small volume consumer

International Nuclear Information System (INIS)

Wachowich, J.A.

2002-01-01

The whole idea behind Alberta's decision to deregulate its' electric power industry was to provide more choice to consumers. The author, a representative of residential utility customers in utility hearings as well as in the deregulation of electric industry restructuring process, presents his views about choice and the small consumer who is eligible for the regulated rate option tariff (RROT). There are about 1 million of such customers who are free to exercise choice at any time and leave the RROT provider for commodity service from a retailer. There are two tiers within the RROT which is of significance, because these two tiers promote the real need for customer choice to be active in the electric power industry. The author cautioned that if there is no viable level of retail electric market development by January 2004 or January 2006, there will not be any workable customer choice for consumers coming from RROT. The author also described the experience of those customers that were not RROT eligible from late 2000 to early 2001. Experience from other industries such as the telecom and natural gas industry, provide a comparative analysis of whether customer choice works. The author concludes that it does not work for the small volume customer and suggests that perhaps stable rates and reliable service would be more appealing for consumers

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

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

Energy Technology Data Exchange (ETDEWEB)

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

1995-12-31

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

Customer loyalty program for the dual-energy clientele

International Nuclear Information System (INIS)

Lagace, C.

1997-01-01

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

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

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.

Development Of Economic Techniques For Residential Thermography

Science.gov (United States)

Allen, Lee R.; Allen, Sharon

1983-03-01

Infrared thermography has proven to be a valuable tool in the detection of heat loss in both commercial and residential buildings. The field of residential thermography has needed a simple method with which to report the deficiencies found during an infrared scan. Two major obstacles hindering the cost effectiveness of residential thermography have been 1) the ability to quickly transport some high resolution imaging system equipment from job site to job site without having to totally dismount the instruments at each area, and 2) the lack of a standard form with which to report the findings of the survey to the customer. Since the industry has yet to provide us with either, we believed it necessary to develop our own. Through trial and error, we have come up with a system that makes interior residential thermography a profitable venture at a price the homeowner can afford. Insulation voids, or defects can be instantly spotted with the use of a thermal imaging system under the proper conditions. A special hand-held device was developed that enables the thermographer to carry the equipment from house to house without the need to dismantle and set up at each stop. All the necessary components are attached for a total weight of about 40 pounds. The findings are then conveyed to a form we have developed. The form is simple enough that the client without special training in thermography can understand. The client is then able to locate the problems and take corrective measures or give it to a con-tractor to do the work.

Hopfield-K-Means clustering algorithm: A proposal for the segmentation of electricity customers

Energy Technology Data Exchange (ETDEWEB)

Lopez, Jose J.; Aguado, Jose A.; Martin, F.; Munoz, F.; Rodriguez, A.; Ruiz, Jose E. [Department of Electrical Engineering, University of Malaga, C/ Dr. Ortiz Ramos, sn., Escuela de Ingenierias, 29071 Malaga (Spain)

2011-02-15

Customer classification aims at providing electric utilities with a volume of information to enable them to establish different types of tariffs. Several methods have been used to segment electricity customers, including, among others, the hierarchical clustering, Modified Follow the Leader and K-Means methods. These, however, entail problems with the pre-allocation of the number of clusters (Follow the Leader), randomness of the solution (K-Means) and improvement of the solution obtained (hierarchical algorithm). Another segmentation method used is Hopfield's autonomous recurrent neural network, although the solution obtained only guarantees that it is a local minimum. In this paper, we present the Hopfield-K-Means algorithm in order to overcome these limitations. This approach eliminates the randomness of the initial solution provided by K-Means based algorithms and it moves closer to the global optimun. The proposed algorithm is also compared against other customer segmentation and characterization techniques, on the basis of relative validation indexes. Finally, the results obtained by this algorithm with a set of 230 electricity customers (residential, industrial and administrative) are presented. (author)

Hopfield-K-Means clustering algorithm: A proposal for the segmentation of electricity customers

International Nuclear Information System (INIS)

Lopez, Jose J.; Aguado, Jose A.; Martin, F.; Munoz, F.; Rodriguez, A.; Ruiz, Jose E.

2011-01-01

Customer classification aims at providing electric utilities with a volume of information to enable them to establish different types of tariffs. Several methods have been used to segment electricity customers, including, among others, the hierarchical clustering, Modified Follow the Leader and K-Means methods. These, however, entail problems with the pre-allocation of the number of clusters (Follow the Leader), randomness of the solution (K-Means) and improvement of the solution obtained (hierarchical algorithm). Another segmentation method used is Hopfield's autonomous recurrent neural network, although the solution obtained only guarantees that it is a local minimum. In this paper, we present the Hopfield-K-Means algorithm in order to overcome these limitations. This approach eliminates the randomness of the initial solution provided by K-Means based algorithms and it moves closer to the global optimun. The proposed algorithm is also compared against other customer segmentation and characterization techniques, on the basis of relative validation indexes. Finally, the results obtained by this algorithm with a set of 230 electricity customers (residential, industrial and administrative) are presented. (author)

Determinants of willingness to pay for smart meters: An empirical analysis of household customers in Germany

International Nuclear Information System (INIS)

Gerpott, Torsten J.; Paukert, Mathias

2013-01-01

As part of the move toward renewable energy sources in Germany it is expected that an increasing number of residential households will be equipped with communication-capable electricity metering systems (=“smart meters” [SM]). SM cause considerable investment and operating expenses. For providers of such systems one avenue to recoup SM costs is to explicitly invoice various SM price components to end customers. The feasibility of this strategy heavily depends on residential electricity customers' willingness to pay (WTP) for SM and, furthermore, an understanding of factors that have an impact on WTP. Therefore, the present article develops hypotheses on associations between three perceived SM benefit facets, one perceived intangible SM cost type as well as environmental awareness in general on the one hand, and WTP for SM on the other. The hypotheses are tested in a sample of 453 German-speaking residential electricity customers who filled in an online questionnaire. PLS analysis of the survey data reveals that trust in the protection of personal SM data and the intention to change one's electricity consumption behaviors after SM deployment are the constructs most strongly related to WTP for SM. Expectations regarding SM-triggered electricity volume saving and environmental awareness contributed less toward explaining WTP. Overall, the considered WTP antecedents left 72% of the criterion variance unaccounted for. Implications of the findings are discussed for electricity suppliers planning large-scale SM deployments and future research in the field of energy policy

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.

Argos: Residential end-use simulation model for load management strategy analysis

International Nuclear Information System (INIS)

Capasso, A.; Lamedica, R.; Prudenzi, A.

1992-01-01

In recent years, load management (LM) strategies, aimed at the optimization of available energy resources, as well as, the reduction of investments for new power plants, have been applied worldwide in residential end-use assessments. However, the forecasting of LM strategy impacts on the residential sector is very complex because it is based on a preliminary evaluation of the customers' proclivity to adapt their load characteristics to utility aims. In order to reduce load analysis requirements, which are substantial due to the need for thorough statistical analyses, complex field tests and measurements, the availability of models taking into account customer behavioural aspects is of paramount importance. This paper illustrates a simulation model which allows the performance of numerical evaluations concerning the effectiveness of some LM strategies applied to a residential end-use area load profile as previously determined by the aggregation of the contributions of individual households. This model enabled the evaluation of the impact, on the load profile, of a time-of-day tariff such as that recently introduced in Italy

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

Energy Technology Data Exchange (ETDEWEB)

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

1995-12-31

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

Optimal residential smart appliances scheduling considering distribution network constraints

Directory of Open Access Journals (Sweden)

Yu-Ree Kim

2016-01-01

Full Text Available As smart appliances (SAs are more widely adopted within distribution networks, residential consumers can contribute to electricity market operations with demand response resources and reduce their electricity bill. However, if the schedules of demand response resources are determined only by the economic electricity rate signal, the schedule can be unfeasible due to the distribution network constraints. Furthermore, it is impossible for consumers to understand the complex physical characteristics and reflect them in their everyday behaviors. This paper introduces the concept of load coordinating retailer (LCR that deals with demand responsive appliances to reduce electrical consumption for the given distribution network constraints. The LCR can play the role of both conventional retailer and aggregated demand response provider for residential customers. It determines the optimal schedules for the aggregated neighboring SAs according to their types within each distribution feeder. The optimization algorithms are developed using Mixed Integer Linear Programming, and the distribution network is solved by the Newton–Raphson AC power flow.

Nurses' experiences providing palliative care to individuals living in rural communities: aspects of the physical residential setting.

Science.gov (United States)

Kaasalainen, S; Brazil, K; Williams, A; Wilson, D; Willison, K; Marshall, D; Taniguchi, A; Phillips, C

2014-01-01

Efforts are needed to improve palliative care in rural communities, given the unique characteristics and inherent challenges with respect to working within the physical aspects of residential settings. Nurses who work in rural communities play a key role in the delivery of palliative care services. Hence, the purpose of this study was to explore nurses' experiences of providing palliative care in rural communities, with a particular focus on the impact of the physical residential setting. This study was grounded in a qualitative approach utilizing an exploratory descriptive design. Individual telephone interviews were conducted with 21 community nurses. Data were analyzed by thematic content analysis. Nurses described the characteristics of working in a rural community and how it influences their perception of their role, highlighting the strong sense of community that exists but how system changes over the past decade have changed the way they provide care. They also described the key role that they play, which was often termed a 'jack of all trades', but focused on providing emotional, physical, and spiritual care while trying to manage many challenges related to transitioning and working with other healthcare providers. Finally, nurses described how the challenges of working within the physical constraints of a rural residential setting impeded their care provision to clients who are dying in the community, specifically related to the long distances that they travel while dealing with bad weather. These study findings contribute to our understanding of the experiences of nurses working in rural communities in terms of the provision of palliative care and the influence of the physical residential setting that surrounds them. These findings are important since nurses play a major role in caring for community-dwelling clients who are dying, but they are confronted with many obstacles. As such, these results may help inform future decisions about how to best improve

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

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.

Captivate the customer or vanish

International Nuclear Information System (INIS)

Regis, J.

1994-01-01

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

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. .

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.

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

NARCIS (Netherlands)

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

2016-01-01

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

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

International Nuclear Information System (INIS)

Følstad, Eirik L.; Helvik, Bjarne E.

2016-01-01

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

Introducing a demand-based electricity distribution tariff in the residential sector: Demand response and customer perception

International Nuclear Information System (INIS)

Bartusch, Cajsa; Wallin, Fredrik; Odlare, Monica; Vassileva, Iana; Wester, Lars

2011-01-01

Increased demand response is essential to fully exploit the Swedish power system, which in turn is an absolute prerequisite for meeting political goals related to energy efficiency and climate change. Demand response programs are, nonetheless, still exceptional in the residential sector of the Swedish electricity market, one contributory factor being lack of knowledge about the extent of the potential gains. In light of these circumstances, this empirical study set out with the intention of estimating the scope of households' response to, and assessing customers' perception of, a demand-based time-of-use electricity distribution tariff. The results show that households as a whole have a fairly high opinion of the demand-based tariff and act on its intrinsic price signals by decreasing peak demand in peak periods and shifting electricity use from peak to off-peak periods. - Highlights: → Households are sympathetic to demand-based tariffs, seeing as they relate to environmental issues. → Households adjust their electricity use to the price signals of demand-based tariffs. → Demand-based tariffs lead to a shift in electricity use from peak to off-peak hours. → Demand-based tariffs lead to a decrease in maximum demand in peak periods. → Magnitude of these effects increases over time.

Newfoundland Power 2003 annual report : connected to customers

International Nuclear Information System (INIS)

2004-01-01

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

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...

Gas and electricity providers. Offensive of alternate providers, launching of green offers, price-based conquest: which perspectives for the market and the competitive game by 2019?

International Nuclear Information System (INIS)

2017-02-01

As the end of regulated tariffs for industries and local communities resulted in a total new deal on the electric power and gas providing market, notably with newcomers who decided to cut prices, this study aims at identifying actual perspectives for the power and gas markets by 2019, and actual levers of action for providers to gain market shares. After a synthesis and a proposal of some strategic conclusions, the report proposes an analysis of the activity and of its perspectives: determining factors, overview of the activity until 2016 (power and gas provisions in France, production and consumption prices for gas and for electric power, regulated tariffs), and provisional scenario by 2019 regarding electricity and gas provisions in France. A second part analyses the external environment through a discussion of external drivers and brakes, and an analysis of demand. The third part reports an analysis of the competitive landscape (market shares per strategic groups, in power providing and in gas providing, and switch rate between residential and non-residential customers). The last part addresses development axes and proposes a discussion of offensive conquest strategies, a discussion of actor positioning on green energies, a discussion of supply adaptation and targeting depending on customers with an analysis of three specific segments (mobility, data centres, and self-consumption), and a discussion of the diversification of services

Assessing the effects of customer innovativeness, environmental value and ecological lifestyles on residential solar power systems install intention

International Nuclear Information System (INIS)

Chen, Kee Kuo

2014-01-01

To understand the impact of environmental value, ecological lifestyle, customer innovativeness on customer intention to install solar power system (SPS) in their private houses, an empirical model was proposed. Customer innovativeness was treated as a second-order construct with two first-order dimensions, with each of the latter being measured by means of reflective indicators. Using structural equation modeling, data collected from 203 college students and faculties at a University of Taiwan were tested against the model. We found that environmental value has a positive impact on ecological lifestyle and SPS install intention. Although ecological lifestyle associates positively with SPS install intention, the effect disappears when environmental value is included in the model. The effect of customer innovativeness on SPS install intention results from the tendency of customer novelty seeking, while the impact of customer independent judgment-making on SPS install intention is insignificant. The model explained 76% of the total variations within SPS install intention. Managerial implications for promoting of SPS are considered, and suggestions for further research provided. - Highlights: • We integrate customer innovativeness into an environmental behavior model. • The impact of customer innovativeness on SPS install intention was confirmed. • The impact of novelty seeking on SPS install intention has been found. • Environmental value is the most important factor for SPS install intention. • The model explained 76% of the total variations within SPS install intention

Standards and Customer Service: Employees Behavior towards Customers

Directory of Open Access Journals (Sweden)

Venelin Terziev

2017-09-01

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

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.

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

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.

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

NARCIS (Netherlands)

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

2016-01-01

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

Residential energy contracts and the 28 day rule

International Nuclear Information System (INIS)

Littlechild, Stephen

2006-01-01

What measures are needed to protect customers when a utility market is first opened to competition? In the UK, residential (domestic) customers must be able to terminate energy contracts at 28 days' notice. This rule was introduced as a transitional protection for customers and for competition. However, the regulatory justification for the rule seems to have evolved over time. Removing the rule could have a number of advantages, including the development of fixed-price fixed-term contracts. The advantages of retaining the rule are questionable. In other retail sectors there is no regulatory concern or requirement of this kind. UK electricity suppliers have begun to offer capped prices for specified periods of time, suggesting that there is a growing customer demand for this. Fixed-price fixed-term contracts are a common form of competition in Scandinavia. The 28 day rule no longer seems necessary to protect customers and is more likely to distort than to protect competition. In retrospect, it would have been preferable not to introduce the rule in the first place. (author)

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, Chi 2 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.

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.

C-Vine copula mixture model for clustering of residential electrical load pattern data

OpenAIRE

Sun, M; Konstantelos, I; Strbac, G

2016-01-01

The ongoing deployment of residential smart meters in numerous jurisdictions has led to an influx of electricity consumption data. This information presents a valuable opportunity to suppliers for better understanding their customer base and designing more effective tariff structures. In the past, various clustering methods have been proposed for meaningful customer partitioning. This paper presents a novel finite mixture modeling framework based on C-vine copulas (CVMM) for carrying out cons...

Residential response to voluntary time-of-use electricity rates

Energy Technology Data Exchange (ETDEWEB)

Mostafa Baladi, S. [Laurits R. Christensen Associates, Inc. Ames, IA 50011-1070 (United States); Herriges, Joseph A. [Iowa State University, 280D Heady Hall, Department of Economics, Iowa State University, Ames, IA 50011-1070 (United States); Sweeney, Thomas J. [MidAmerican Energy, Des Moines, Iowa (United States)

1998-09-01

The response of residential households to voluntary Time-of-Use (TOU) electricity rates is estimated using data from a recent experiment at Midwest Power Systems of Iowa. The study`s design allows us to examine both the participation decision and the customer`s load pattern changes once the TOU rate structure was in effect. Substitution elasticities between on-peak and off-peak electricity usage are estimated and compared to those obtained in earlier mandatory programs, indicating whether program volunteers are more responsive to TOU pricing than the typical household. Attitudinal questionnaires allow us to examine the role of usage perceptions in program participation

Residential customer-sited photovoltaics markets 1999

International Nuclear Information System (INIS)

Herig, C.; Thomas, H.; Perez, R.; Wenger, H.

1999-01-01

Nearly three years ago, the authors published the paper, Niche Markets for Grid Connected Photovoltaics. The paper identified target market niches for Customer-Sited Photovoltaics (CSPV), on a state-by-state basis for the US. The paper demonstrated cost-effective, grid-connected, domestic markets existed and identified those showing the most near-term promise. Many financial and policy attributes effecting the economics of CSPV have changed since the previous paper was published. Incorporating these policy changes into the analysis expands the CSPV market from a niche status to an era of significance. The number of states with break-even turnkey costs (BTC) above four dollars per watt expanded from five to fifteen. The top five state market values are now above a break-even cost of seven dollars per watt, a value at which the domestic CSPV market moves beyond a break-even status to consumer savings or industry profit, depending on system price. Emissions mitigation values were also included in the paper, but did not significantly effect the break-even market value results. The paper presents the details of the data, analysis, and results

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.

The electricity customer's lot. The status of the deregulated Finnish electricity market - Consequences for the customer

International Nuclear Information System (INIS)

Lewis, P.E.; Pakkanen, M.; Muroma, M.

2004-09-01

Since November 1998 a 'fully competitive supply market' has arguably been in operation in Finland, whereby all types of customer are able to purchase their electricity from the supplier of their choice. During the years since deregulation there has been much and increasing discussion and speculation about the consequences of competition for customers. This independent research report objectively considers the consequences of competition so far in the supply market from the point of view of the electricity customer (residential, industrial and commercial customers). The report additionally highlights successes, failures and areas for future improvement. The report combines existing data from a wide range of sources with original empirical data collected specifically for this report. Original empirical data was derived primarily from questionnaire responses from 1393 household customers and 281 I and C customers. In- depth interviews were also extensively conducted with electricity industry and consumer representatives. The report finds that although there have been achievements, and all customers may have benefited in at least some way, the overall net picture is one of disappointing neutrality and missed opportunities. In fact the report suggests that deregulation has neither led to extensive competition amongst suppliers, nor extensive benefits for customers. Customer awareness, prices, service quality, additional offerings, environmentalism, equality and fairness have apparently not fared particularly well as a result of deregulation, except perhaps for the largest or most active customers. As a result of the situation, customers are mostly rather negative towards the state of competition in Finland at present. The report nevertheless identifies the great potential within the deregulated electricity market. In particular, the report identifies a clear need for increased awareness amongst customers and points out many other known barriers to effective competition

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

Choice of electricity provider in California after deregulation

Science.gov (United States)

Keanini, Rasa Ilze

Surveys often ask consumers how much they are willing to pay for certain goods and services, without requiring the consumer to actually pay for the good or service. Such surveys, termed stated preference studies, find that consumers value renewable electricity. This result is in contrast to actual experiences in recently deregulated electricity markets in several states, including California. When given the opportunity to choose in California, only one to two percent of the population opted for renewable electricity products. This dissertation used data from residential customers who chose an alternative electricity product in California's deregulated electricity market to determine the value placed on the renewable attribute of electricity products. This dissertation begins by taking a historical look at the electricity market of the nation and specifically California. From 1998 through 2001, California's electricity market was deregulated to include retail competition. This dissertation used data from electric service providers to reveal the factors influencing residential customer's choice of electricity product. Discrete choice models were used to determine the factors influencing electricity product choice. The results indicated that both price and renewable content had an effect on choice of product. Additionally, a more complicated model jointly estimating the discrete choice of electricity product with the continuous choice of electricity consumption (kWh) was specified and estimated.

The value of residential photovoltaic systems: A comprehensive assessment

Science.gov (United States)

Borden, C. S.

1983-01-01

Utility-interactive photovoltaic (PV) arrays on residential rooftops appear to be a potentially attractive, large-scale application of PV technology. Results of a comprehensive assessment of the value (i.e., break-even cost) of utility-grid connected residential photovoltaic power systems under a variety of technological and economic assumptions are presented. A wide range of allowable PV system costs are calculated for small (4.34 kW (p) sub ac) residential PV systems in various locales across the United States. Primary factor in this variation are differences in local weather conditions, utility-specific electric generation capacity, fuel types, and customer-load profiles that effect purchase and sell-back rates, and non-uniform state tax considerations. Additional results from this analysis are: locations having the highest insolation values are not necessary the most economically attractive sites; residential PV systems connected in parallel to the utility demonstrate high percentages of energy sold back to the grid, and owner financial and tax assumptions cause large variations in break-even costs. Significant cost reduction and aggressive resolution of potential institutional impediments (e.g., liability, standards, metering, and technical integration) are required for a residential PV marker to become a major electric-grid-connected energy-generation source.

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

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.

Adaptive Harmonic Compensation in Residential Distribution Grid by Roof-Top PV Systems

DEFF Research Database (Denmark)

Zangeneh Bighash, Esmaeil; Sadeghzadeh, Seyed Mohammad; Ebrahimzadeh, Esmaeil

2018-01-01

grid- connected roof-top PV inverters in residential distribution grid can be an opportunity to engage these systems in the power quality issues as custom power devices. By implementing a proper control for roof-top PV inverters, these systems may in addition to inject the fundamental current......, additionally act like a virtual harmonic resistance and dedicate their additional current capacity to compensate the harmonics of residential distribution grid. In this paper, each roof-top PV system is a grid harmonic supervisor, where it continually measures the PCC voltage harmonics by Sliding Discrete...

Marketing time-of-day rates to the residential market

International Nuclear Information System (INIS)

Spangler, W.E.

1990-01-01

The Metropolitan Edison Company in Pennsylvania began to promote load management and conservation in the early 1970s. In 1976, time-of-day rates were introduced as a strategy to aid in providing adequate supply at a price which could sustain demand. At first, it was offered on a trial basis to a limited number of customers. The on-peak period was 8 a.m. to 8 p.m. weekdays, and if the customer used 60% or more of his electric energy during the off-peak period, costs could be saved on the new rate. Marketing of the new rates was conducted at a modest level and the marketing program emphasized changes in lifestyle such as the deferring of energy consuming tasks to the off-peak period. After the Three Mile Island incident in 1979, the utility lost some of its supply; this and other factors prompted new marketing strategies including more extensive publicity and targeted mailings to users of electric water heaters. Customers were required to take service under the time-of-day rate if they selected specific end-use applications or consumed over 1,000 kWh for 2 consecutive months. Special programs were initiated to aid customers in modifying water heaters to shift consumption to off-peak hours. These and other measures have led to the present situation in which 16.2% of the total residential rate class takes service under the time-of-day rate

California DREAMing: The design of residential demand responsive technology with people in mind

Science.gov (United States)

Peffer, Therese Evelyn

Electrical utilities worldwide are exploring "demand response" programs to reduce electricity consumption during peak periods. Californian electrical utilities would like to pass the higher cost of peak demand to customers to offset costs, increase reliability, and reduce peak consumption. Variable pricing strategies require technology to communicate a dynamic price to customers and respond to that price. However, evidence from thermostat and energy display studies as well as research regarding energy-saving behaviors suggests that devices cannot effect residential demand response without the sanction and participation of people. This study developed several technologies to promote or enable residential demand response. First, along with a team of students and professors, I designed and tested the Demand Response Electrical Appliance Manager (DREAM). This wireless network of sensors, actuators, and controller with a user interface provides information to intelligently control a residential heating and cooling system and to inform people of their energy usage. We tested the system with computer simulation and in the laboratory and field. Secondly, as part of my contribution to the team, I evaluated machine-learning to predict a person's seasonal temperature preferences by analyzing existing data from office workers. The third part of the research involved developing an algorithm that generated temperature setpoints based on outdoor temperature. My study compared the simulated energy use using these setpoints to that using the setpoints of a programmable thermostat. Finally, I developed and tested a user interface for a thermostat and in-home energy display. This research tested the effects of both energy versus price information and the context of sponsorship on the behavior of subjects. I also surveyed subjects on the usefulness of various displays. The wireless network succeeded in providing detailed data to enable an intelligent controller and provide feedback to

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.

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.

Evaluation of automated residential demand response with flat and dynamic pricing

International Nuclear Information System (INIS)

Swisher, Joel; Wang, Kitty; Stewart, Stewart

2005-01-01

This paper reviews the performance of two recent automated load management programs for residential customers of electric utilities in two American states. Both pilot programs have been run with about 200 participant houses each, and both programs have control populations of similar customers without the technology or program treatment. In both cases, the technology used in the pilot is GoodWatts, an advanced, two-way, real-time, comprehensive home energy management system. The purpose of each pilot is to determine the household kW reduction in coincident peak electric load from the energy management technology. Nevada Power has conducted a pilot program for Air-Conditioning Load Management (ACLM), in which customers are sent an electronic curtailment signal for three-hour intervals during times of maximum peak demand. The participating customers receive an annual incentive payment, but otherwise they are on a conventional utility tariff. In California, three major utilities are jointly conducting a pilot demonstration of an Automated Demand Response System (ADRS). Customers are on a time-of-use (ToU) tariff, which includes a critical peak pricing (CPP) element. During times of maximum peak demand, customers are sent an electronic price signal that is three times higher than the normal on-peak price. Houses with the automated GoodWatts technology reduced their demand in both the ACLM and the ADRS programs by about 50% consistently across the summer curtailment or super peak events, relative to homes without the technology or any load management program or tariff in place. The absolute savings were greater in the ACLM program, due to the higher baseline air conditioning loads in the hotter Las Vegas climate. The results suggest that either automated technology or dynamic pricing can deliver significant demand response in low-consumption houses. However, for high-consumption houses, automated technology can reduce load by a greater absolute kWh difference. Targeting

Survey of residential magnetic field sources

International Nuclear Information System (INIS)

Zaffanella, L.E.

1992-09-01

A nationwide survey of 1000 residences is underway to determine the sources and characteristics of magnetic fields in the home. This report describes the goals, statistical sampling methods, measurement protocols, and experiences in measuring the first 707 residences of the survey. Some preliminary analysis of the data is also included. Investigators designed a sampling method to randomly select the participating utilities as well as the residential customers for the study. As a first step in the project, 18 utility employee residences were chosen to validate a relatively simple measurement protocol against the results of a more complete and intrusive method. Using the less intrusive measurement protocol, researchers worked closely with representatives from EPRI member utilities to enter customer residences and measure the magnetic fields found there. Magnetic field data were collected in different locations inside and around the residences. Twenty-four-hour recorders were left in the homes overnight. Tests showed that the simplified measurement protocol is adequate for achieving the goals of the study. Methods were developed for analyzing the field caused by a residence's ground current, the lateral field profiles of field lines, and the field measured around the periphery of the residences. Methods of residential source detection were developed that allow identification of sources such as ground connections at an electrical subpanel, two-wire multiple-way switches, and underground or overhead net currents exiting the periphery of a residence

Short- and long-run time-of-use price elasticities in Swiss residential electricity demand

International Nuclear Information System (INIS)

Filippini, Massimo

2011-01-01

This paper presents an empirical analysis on the residential demand for electricity by time-of-day. This analysis has been performed using aggregate data at the city level for 22 Swiss cities for the period 2000-2006. For this purpose, we estimated two log-log demand equations for peak and off-peak electricity consumption using static and dynamic partial adjustment approaches. These demand functions were estimated using several econometric approaches for panel data, for example LSDV and RE for static models, and LSDV and corrected LSDV estimators for dynamic models. The attempt of this empirical analysis has been to highlight some of the characteristics of the Swiss residential electricity demand. The estimated short-run own price elasticities are lower than 1, whereas in the long-run these values are higher than 1. The estimated short-run and long-run cross-price elasticities are positive. This result shows that peak and off-peak electricity are substitutes. In this context, time differentiated prices should provide an economic incentive to customers so that they can modify consumption patterns by reducing peak demand and shifting electricity consumption from peak to off-peak periods. - Highlights: → Empirical analysis on the residential demand for electricity by time-of-day. → Estimators for dynamic panel data. → Peak and off-peak residential electricity are substitutes.

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

OpenAIRE

Suhonen, Sari

2013-01-01

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

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

NARCIS (Netherlands)

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

2009-01-01

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

Competitive account management focusing on residential customers; Kundenbindung bei privaten Haushalten

Energy Technology Data Exchange (ETDEWEB)

Schoenheit, I.; Niedergesaess, U. [imug Beratungsgesellschaft mbH, Hannover (Germany)

1999-07-01

The article explains why electric and gas utilities in Germany should not forget the domestic customers when deciding their key account management strategies and marketing policy in the competitive electricity and natural gas markets. Competition in the German energy sector has just begun, and so far the industrial customers have been absorbing most of the utilities` attention. The authors show that this is a short-sighted management strategy and present a number of reasons speaking in favour of bulding up structures or preserving the loyalty of domestic cutomers, as this customer group will finally play an important role in the utilities` efforts to keep their competitive edge. (orig./CB) [Deutsch] Wenn heute unter Marketingaspekt ueber Kundenbindung im Energiemarkt gesprochen wird, dann wird haeufig zuerst oder sogar ausschliesslich ueber die umsatzstarken Geschaeftskunden nachgedacht. Der Wettbewerb, vor allem im Bereich der Grosskunden, kuendigt sich in drastischen Einschnitten in den preispolitischen Spielraeumen der EVU an. Der allgemeine Kosten- und Rationalisierungsdruck auf die Unternehmen der Branche nimmt in deutlichem Umfang zu. Der Beitrag der privaten Haushalte fuer den Unternehmenserfolg wird in diesem Zusammenhang haeufig sehr schnell als gering und vernachlaessigbar eingestuft - insbesondere im Vergleich zu den zu erwartenden potentiellen Umsatzeinbussen durch Grosskundenabwanderungen. Diesem Aspekt kann aber eine Reihe von Argumenten gegenuebergestellt werden, die die Bedeutung von Privatkunden fuer EVU unterstreichen. (orig.)

Evaluation of the Field Performance of Residential Fuel Cells: Final Report

Energy Technology Data Exchange (ETDEWEB)

Torrero, E.; McClelland, R.

2004-05-01

Distributed generation has attracted significant interest from rural electric cooperatives and their customers. Cooperatives have a particular nexus because of inherently low customer density, growth patterns at the end of long lines, and an influx of customers and high-tech industries seeking to diversify out of urban environments. Fuel cells are considered a particularly interesting DG candidate for these cooperatives because of their power quality, efficiency, and environmental benefits. The National Rural Electric Cooperative Association Cooperative Research Network residential fuel cell program demonstrated RFC power plants and assessed related technical and application issues. This final subcontract report is an assessment of the program's results. This 3-year program leveraged Department of Energy (DOE) and National Renewable Energy Laboratory (NREL) funding.

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

Introduction of remote meter reading for Hydro-Quebec's residential customers

Energy Technology Data Exchange (ETDEWEB)

Hache, R.; Pouliot, D.

1992-01-01

In 1986 Hydro-Quebec set a province-wide objective, under its program to improve the quality of customer service, to achieve 95% billing based on real readings. Using market studies, Hydro-Quebec was able to determine a population (approximately 10% of customers) of hard-to-access meters. To reach the objective, they examined the options of using additional human resources or using new technology. In 1988, they decided to adopt inbound technology (TELEREADER) and carry out a pilot project to validate certain aspects of the technology. This document gives an introduction to TELEREADER, along with its requirements, parameters and information on its installation.

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

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

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 Lab. (NREL), Golden, CO (United States)

2018-01-16

This study uses data on over 900,000 solar PV installations to summarize the evolving market structure of the U.S. residential solar PV installation industry. Over 8,000 companies have installed residential PV systems in the United States. The vast majority of these installers are small local companies. At the same time, a subset of national-scale high-volume PV installation companies hold high market shares. This study examines the factors behind these trends in market concentration, including the role of customer financing options.

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

New Texas utility offers all customers a web-based Demand Side Management tool that helps them lower their electric bills

Energy Technology Data Exchange (ETDEWEB)

Hall, V.

2002-10-01

The great success achieved by the newly established Sharyland Utilities, by offering all its commercial, industrial and residential consumers the ability to view their daily energy consumption via the Internet, thereby enabling them to make informed energy conservation decisions, is described. Sharyland Utilities operating in Sharyland Plantation, a new community in the heart of the Rio Grande Valley on the Texas-Mexico border, is the first utility in the U. S. to offer these services to all its 650 customers. Expected to stretch to some 22,000 acres when fully developed over the next ten years, Sharyland Plantation is predicted to become the largest integrated master-planned international community anywhere. The utility currently provides AMR-ready metering for the housing market, mass-storage metering for the business sector, as well as a number of fee-based services (through contract with Arlington, Texas-based UDRI/MeterSmart) including, where appropriate, to the class of customer, automatic meter reading, data validation and editing, real-time pricing and billing, load research, data archiving, turnkey load control solutions, on-site technical support, Internet presentation and more. The ability to view their energy use information, in both numeric and graphic form, on the Internet is available to all customers free of charge. Access requires neither dedicated workstations, nor proprietary software nor programming. Additional on-line services are expected to be available on Sharyland's repertoire soon, on a subscription basis. These will include direct-to-the-customer e-mail reports detailing daily, weekly or monthly energy usage, and an energy alarm service that will notify residential and business customers when user-defined maximum energy thresholds have been exceeded.

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…

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....

Hierarchical predictive control scheme for distributed energy storage integrated with residential demand and photovoltaic generation

NARCIS (Netherlands)

Lampropoulos, I.; Garoufalis, P.; van den Bosch, P.P.J.; Kling, W.L.

2015-01-01

A hierarchical control scheme is defined for the energy management of a battery energy storage system which is integrated in a low-voltage distribution grid with residential customers and photovoltaic installations. The scope is the economic optimisation of the integrated system by employing

Table of tables of Hydro-Quebec customer needs: Support guide, June 1993

International Nuclear Information System (INIS)

Anon.

1994-01-01

Hydro-Quebec conducted surveys of its direct and indirect customers concerning their needs and expectations. Direct customers are those who have a business relationship with the utility and include residential, commercial, industrial, and institutional customers, large corporations, and neighboring utilities. Indirect customers are agencies whose regulatory authority applies to the utility. These agencies fall into the categories of nuclear energy, environment and land use development, products and services, and occupational health and safety. Using techniques including group discussions, interviews, and telephone surveys, direct customers were asked to define the features of the goods and services they expect from the utility. The importance of elements such as customer treatment, rates, energy conservation programs, payment terms, and behavior of utility personnel were evaluated and ranked. For indirect customers, their requirements were determined and the importance of each was evaluated by corporate experts. The impact of the utility's performance on meeting customer needs was then evaluated in five areas: sales and quality of service, supply of electricity, safety, price, and social responsibility. Results of the 1993 survey are presented, by customer category, and compared to results of the 1992 survey. 21 tabs

The SmartH2O project: a platform supporting residential water management through smart meters and data intensive modeling

Science.gov (United States)

Cominola, A.; Nanda, R.; Giuliani, M.; Piga, D.; Castelletti, A.; Rizzoli, A. E.; Maziotis, A.; Garrone, P.; Harou, J. J.

2014-12-01

Designing effective urban water demand management strategies at the household level does require a deep understanding of the determinants of users' consumption. Low resolution data on residential water consumption, as traditionally metered, can only be used to model consumers' behavior at an aggregate level whereas end uses breakdown and the motivations and individual attitudes of consumers are hidden. The recent advent of smart meters allows gathering high frequency consumption data that can be used both to provide instantaneous information to water utilities on the state of the network and continuously inform the users on their consumption and savings. Smart metered data also allow for the characterization of water end uses: this information, coupled with users' psychographic variables, constitutes the knowledge basis for developing individual and multi users models, through which water utilities can test the impact of different management strategies. SmartH2O is an EU funded project which aims at creating an ICT platform able to (i) capture and store quasi real time, high resolution residential water usage data measured with smart meters, (ii) infer the main determinants of residential water end uses and build customers' behavioral models and (iii) predict how the customer behavior can be influenced by various water demand management strategies, spanning from dynamic water pricing schemes to social awareness campaigns. The project exploits a social computing approach for raising users' awareness about water consumption and pursuing water savings in the residential sector. In this work, we first present the SmartH2O platform and data collection, storage and analysis components. We then introduce some preliminary models and results on total water consumption disaggregation into end uses and single user behaviors using innovative fully automated algorithms and overcoming the need of invasive metering campaigns at the fixture level.

Organizational capacities for 'residential care homes for the elderly' to provide culturally appropriate end-of-life care for Chinese elders and their families.

Science.gov (United States)

Kong, Sui-Ting; Fang, Christine Meng-Sang; Lou, Vivian Weiqun

2017-01-01

Developing culturally appropriate end-of-life care for Chinese elderly and families is not an endemic challenge for Hong Kong, but that of the Western countries with a noticeable trend of rising Chinese population. The particular development of Hong Kong healthcare system, which is currently the major provider of end-of-life care, makes Hong Kong a fruitful case for understanding the confluence of the West and the East cultures in end-of-life care practices. This study therefore aims at building our best practice to enhance the capacity of residential care homes in providing culturally appropriate end-of-life care. We conducted two phases of research, a questionnaire survey and a qualitative study, which respectively aims at (1) understanding the EoL care service demand and provision in RCHEs, including death facts and perceived barriers and challenges in providing quality end-of-life care in care homes, and (2) identifying the necessary organizational capacities for the 'relational personhood' to be sustained in the process of ageing and dying in residential care homes. Findings shed light on how to empower residential care homes with necessary environmental, structural and cultural-resource-related capacity for providing quality end-of-life care for Chinese elders and their families. Copyright © 2016 Elsevier Inc. All rights reserved.

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

Selected cost considerations for geothermal district heating in existing single-family residential areas

Energy Technology Data Exchange (ETDEWEB)

Rafferty, Kevin

1996-06-01

In the past, district heating (geothermal or conventionally fueled) has not been widely applied to the single-family residential sector. Low-heat load density is the commonly cited reason for this. Although it's true that load density in these areas is much lower than for downtown business districts, other frequently overlooked factors may compensate for load density. In particular, costs for distribution system installation can be substantially lower in some residential areas due to a variety of factors. This reduced development cost may partially compensate for the reduced revenue resulting from low-load density. This report examines cost associated with the overall design of the system (direct or indirect system design), distribution piping installation, and customer branch lines. It concludes with a comparison of the costs for system development and the revenue from an example residential area.

Proceedings: Meeting customer needs with heat pumps, 1991

International Nuclear Information System (INIS)

1992-12-01

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

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.

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...

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

OpenAIRE

Zaryab Sheikh; Shafaq Rana

2012-01-01

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

Assessing incentive contracts for reducing residential electricity consumption: new experimental methods for new results

International Nuclear Information System (INIS)

Frachet, Laure

2013-01-01

Facing economic, political and environmental stakes, electricity providers are nowadays developing incentive tools, in order to reduce consumer's demand, particularly during peak demand periods. For residential customers, these tools can be tariffs (dynamic pricing of time-of-use tariffs), or informative devices or services (feedbacks on historical or real-time consumption, given on various media). They might go along with automation systems that can help cutting of some electric devices when needed. In order to evaluate the capacity of these settings among their customers, electricity utilities are developing quite a few studies, which are mainly field experiment often called pilots. During these pilots, demand response tools are implemented on a population sample. These long and expensive studies lid to quantitative and qualitative analysis. We have compiled about 40 of them and extract from this survey some generalizable teachings. We have shown what these results were and highlighted pilot programs' methodological limits. In order to propose a substitute to these heavy experimentations, we assessed the capacity or experimental economics. This relatively new discipline's objective is to evaluation the efficiency of institutions, like markets, but also to study what animate economic agents' behaviour, e.g. preferences, beliefs, cognitive biases, willingness to pay... We were also able to elaborate an experimental protocol dedicated to the evaluation of some demand response contracts' acceptability. The results collected during 14 experimental sessions gave us some innovative clues and insight on these contracts acceptability. But, beyond these results, we have demonstrated that even if experimental economics can't obviously be a substitute for field experiments, it can represent an interesting exploratory methodology. To sum up the experimental economics can take part of residential customers' behaviour understanding, performing

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)

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.

The transformation of southern California's residential photovoltaics market through third-party ownership

International Nuclear Information System (INIS)

Drury, Easan; Miller, Mackay; Macal, Charles M.; Graziano, Diane J.; Heimiller, Donna; Ozik, Jonathan; Perry IV, Thomas D.

2012-01-01

Third-party photovoltaics (PV) ownership is a rapidly growing market trend, where commercial companies own and operate customer-sited PV systems and lease PV equipment or sell PV electricity to the building occupant. Third-party PV companies can reduce or eliminate up-front adoption costs, reduce technology risk and complexity by monitoring system performance, and can repackage the PV value proposition by showing cost savings in the first month of ownership rather than payback times on the order of a decade. We find that the entrance of third-party business models in southern California residential PV markets has enticed a new demographic to adopt PV systems that is more highly correlated to younger, less affluent, and less educated populations than the demographics correlated to purchasing PV systems. By enticing new demographics to adopt PV, we find that third-party PV products are likely increasing total PV demand rather than gaining market share entirely at the expense of existing customer owned PV demand. We also find that mean population demographics are good predictors of third-party and customer owned PV adoption, and mean voting trends on California carbon policy (Proposition 23) are poor predictors of PV adoption. - Highlights: ► Third-party PV products increased residential PV demand in southern CA. ► Third-party PV products entice new demographic groups to adopt PV. ► Regional demographics are good predictors of PV demand. ► Regional voting trends on carbon policy are poor predictors of PV demand.

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

Reducing greenhouse gas emissions by inducing energy conservation and distributed generation from elimination of electric utility customer charges

International Nuclear Information System (INIS)

Pearce, Joshua M.; Harris, Paul J.

2007-01-01

This paper quantifies the increased greenhouse gas emissions and negative effect on energy conservation (or 'efficiency penalty') due to electric rate structures that employ an unavoidable customer charge. First, the extent of customer charges was determined from a nationwide survey of US electric tariffs. To eliminate the customer charge nationally while maintaining a fixed sum for electric companies for a given amount of electricity, an increase of 7.12% in the residential electrical rate was found to be necessary. If enacted, this increase in the electric rate would result in a 6.4% reduction in overall electricity consumption, conserving 73 billion kW h, eliminating 44.3 million metric tons of carbon dioxide, and saving the entire US residential sector over $8 billion per year. As shown here, these reductions would come from increased avoidable costs, thus leveraging an increased rate of return on investments in energy efficiency, energy conservation behavior, distributed energy generation, and fuel choices. Finally, limitations of this study and analysis are discussed and conclusions are drawn for proposed energy policy changes

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.

The Private Net Benefits of Residential Solar PV: The Role of Electricity Tariffs, Tax Incentives and Rebates

OpenAIRE

Severin Borenstein

2015-01-01

With dramatic declines in the cost of solar PV technology over the last 5 years, the electricity industry is in the midst of discussions about whether to use this low-polluting renewable energy source in grid-scale generation or in distributed generation (DG), mostly with rooftop solar PV. California has led the growth in DG solar in the U.S. I use 2007 to early 2014 residential data from Pacific Gas & Electric – the utility with largest number of residential solar customers in the U.S. – to ...

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...

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.

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.

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

Energy Technology Data Exchange (ETDEWEB)

Hall, V.

2004-02-01

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

Assessing the benefits of residential demand response in a real time distribution energy market

International Nuclear Information System (INIS)

Siano, Pierluigi; Sarno, Debora

2016-01-01

Highlights: • A new probabilistic methodology, integrating DR in a distribution energy market is proposed. • The method can alleviate distribution network congestions. • This method based on D-LMPs allows cost savings for end-user customers. • Innovative thermal and shiftable loads Real Time control algorithms are also presented. - Abstract: In the field of electricity distribution networks and with the advent of smart grids and microgrids, the use of Distribution Locational Marginal Price (D-LMPs) in a Real Time (RT) distribution market managed by a Distribution System Operator (DSO) is discussed in presence of empowered residential end-users that are able to bid for energy by a demand aggregator while following Demand Response (DR) initiatives. Each customer is provided by a transactive controller, which reads the locational market signals and answers with a bid taking into account the user preferences about some appliances involved in DR activities and controlled by smart plugs-in. In particular, Heating Ventilation and Air Conditioning (HVAC) appliances and shiftable loads are controlled so that their consumption profile can be modified according to the price of energy. In order to assess the effectiveness of the proposed method in terms of energy and cost saving, an innovative probabilistic methodology for evaluating the impact of residential DR choices considering uncertainties related to load demand, user preferences, environmental conditions, house thermal behavior and wholesale market trends has been proposed. The uncertainties related to the stochastic variations of the variables involved are modeled by using the Monte Carlo Simulation (MCS) method. The combination of MCS and RT distribution market simulation based on D-LMPs are used to assess the operation and impact of the DR method over one month. Simulations results on an 84-buses distribution network confirmed that the proposed method allows saving costs for residential end-users and making

A framework and review of customer outage costs: Integration and analysis of electric utility outage cost surveys

Energy Technology Data Exchange (ETDEWEB)

Lawton, Leora; Sullivan, Michael; Van Liere, Kent; Katz, Aaron; Eto, Joseph

2003-11-01

A clear understanding of the monetary value that customers place on reliability and the factors that give rise to higher and lower values is an essential tool in determining investment in the grid. The recent National Transmission Grid Study recognizes the need for this information as one of growing importance for both public and private decision makers. In response, the U.S. Department of Energy has undertaken this study, as a first step toward addressing the current absence of consistent data needed to support better estimates of the economic value of electricity reliability. Twenty-four studies, conducted by eight electric utilities between 1989 and 2002 representing residential and commercial/industrial (small, medium and large) customer groups, were chosen for analysis. The studies cover virtually all of the Southeast, most of the western United States, including California, rural Washington and Oregon, and the Midwest south and east of Chicago. All variables were standardized to a consistent metric and dollar amounts were adjusted to the 2002 CPI. The data were then incorporated into a meta-database in which each outage scenario (e.g., the lost of electric service for one hour on a weekday summer afternoon) is treated as an independent case or record both to permit comparisons between outage characteristics and to increase the statistical power of analysis results. Unadjusted average outage costs and Tobit models that estimate customer damage functions are presented. The customer damage functions express customer outage costs for a given outage scenario and customer class as a function of location, time of day, consumption, and business type. One can use the damage functions to calculate outage costs for specific customer types. For example, using the customer damage functions, the cost experienced by an ''average'' customer resulting from a 1 hour summer afternoon outage is estimated to be approximately $3 for a residential customer, $1

Effects of Platform Design on the Customer Experience in an Online Solar PV Marketplace

Energy Technology Data Exchange (ETDEWEB)

OShaughnessy, Eric J [National Renewable Energy Laboratory (NREL), Golden, CO (United States); Margolis, Robert M [National Renewable Energy Laboratory (NREL), Golden, CO (United States); Leibowicz, Benjamin [The University of Texas at Austin; Punjabi, Kunal [The University of Texas at Austin

2018-05-09

We analyze a unique dataset of residential solar PV quotes offered in an online marketplace to understand how platform design changes affect customer outcomes. Three of the four design changes are associated with statistically significant and robust reductions in offer prices, though none of the policies were designed explicitly to reduce prices. The results suggest that even small changes in how prospective solar PV customers interact with installers can affect customer outcomes such as prices. Specifically, the four changes we evaluate are: 1) a customer map that shows potential new EnergySage registrants the locations of nearby customers; 2) a quote cap that precludes more than seven installers from bidding on any one customer; 3) a price guidance feature that informs installers about competitive prices in the customer's market before they submit quotes; and 4) no pre-quote messaging to prohibit installers from contacting customers prior to offering quotes. We calculate descriptive statistics to investigate whether each design change accomplished its specific objectives. Then, we econometrically evaluate the impacts of the design changes on PV quote prices and purchase prices using a regression discontinuity approach.

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.

Advisory report on licence requirements for the marketing of natural gas and electricity to residential and small commercial consumers

International Nuclear Information System (INIS)

1998-01-01

The proposed Ontario Energy Board Act, 1998 which forms part of Bill 35, would make it possible for the Board to make regulations prescribing license requirements and conditions for sellers of natural gas and electricity to residential and small commercial users. Interested stakeholders were invited to provide their input on the proposed Act. A total of 23 parties responded by submitting their comments to the Ontario Energy Board. This document presents the concerns of several parties regarding various provisions of the proposed regulatory regime affecting energy marketing. Comments on the definition of 'low volume customer', on classes of gas marketers, need and requirements for gas marketer's licence, the form and posting of security bonds by prospective gas marketers, exemptions from licensing, conditions of licensing, code of conduct for energy marketers, disclosure of customer information, were some of the proposed provisions that elicited comments

Architectural design of passive solar residential building

Directory of Open Access Journals (Sweden)

Ma Jing

2015-01-01

Full Text Available This paper studies thermal environment of closed balconies that commonly exist in residential buildings, and designs a passive solar residential building. The design optimizes the architectural details of the house and passive utilization of solar energy to provide auxiliary heating for house in winter and cooling in summer. This design might provide a more sufficient and reasonable modification for microclimate in the house.

Focusing on customer service.

Science.gov (United States)

1996-01-01

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

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

Directory of Open Access Journals (Sweden)

Raphael Damm

2011-11-01

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

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

OpenAIRE

Dr. vildan ateş

2017-01-01

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

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...

Assessing the Cost of Large-Scale Power Outages to Residential Customers.

Science.gov (United States)

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

2018-02-01

Residents in developed economies depend heavily on electric services. While distributed resources and a variety of new smart technologies can increase the reliability of that service, adopting them involves costs, necessitating tradeoffs between cost and reliability. An important input to making such tradeoffs is an estimate of the value customers place on reliable electric services. We develop an elicitation framework that helps individuals think systematically about the value they attach to reliable electric service. Our approach employs a detailed and realistic blackout scenario, full or partial (20 A) backup service, questions about willingness to pay (WTP) using a multiple bounded discrete choice method, information regarding inconveniences and economic losses, and checks for bias and consistency. We applied this method to a convenience sample of residents in Allegheny County, Pennsylvania, finding that respondents valued a kWh for backup services they assessed to be high priority more than services that were seen as low priority ($0.75/kWh vs. $0.51/kWh). As more information about the consequences of a blackout was provided, this difference increased ($1.2/kWh vs. $0.35/kWh), and respondents' uncertainty about the backup services decreased (Full: $11 to $9.0, Partial: $13 to $11). There was no evidence that the respondents were anchored by their previous WTP statements, but they demonstrated only weak scope sensitivity. In sum, the consumer surplus associated with providing a partial electric backup service during a blackout may justify the costs of such service, but measurement of that surplus depends on the public having accurate information about blackouts and their consequences. © 2017 Society for Risk Analysis.

Performance Evaluation of Residential Demand Response Based on a Modified Fuzzy VIKOR and Scalable Computing Method

Directory of Open Access Journals (Sweden)

Jun Dong

2018-04-01

Full Text Available For better utilizing renewable energy resources and improving the sustainability of power systems, demand response is widely applied in China, especially in recent decades. Considering the massive potential flexible resources in the residential sector, demand response programs are able to achieve significant benefits. This paper proposes an effective performance evaluation framework for such programs aimed at residential customers. In general, the evaluation process will face multiple criteria and some uncertain factors. Therefore, we combine the multi-criteria decision making concept and fuzzy set theory to accomplish the model establishment. By introducing trapezoidal fuzzy numbers into the Vlsekriterijumska Optimizacijia I Kompromisno Resenje (VIKOR method, the evaluation model can effectively deal with the subjection and fuzziness of experts’ opinions. Furthermore, we ameliorate the criteria weight determination procedure of traditional models via combining the fuzzy Analytic Hierarchy Process and Shannon entropy method, which can incorporate objective information and subjective judgments. Finally, the proposed evaluation framework is verified by the empirical analysis of five demand response projects in Chinese residential areas. The results give a valid performance ranking of the five alternatives and indicate that more attention should be paid to the criteria affiliated with technology level and economy benefits. In addition, a series of sensitivity analyses are conducted to examine the validity and effectiveness of the established evaluation framework and results. The study improves traditional multi-criteria decision making method VIKOR by introducing trapezoidal fuzzy numbers and combination weighing technique, which can provide an effective mean for performance evaluation of residential demand response programs in a fuzzy environment.

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

Directory of Open Access Journals (Sweden)

Stanka Preskar

2013-10-01

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

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

Directory of Open Access Journals (Sweden)

Kenneth Weir

2014-10-01

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

Decomposition analysis of gas consumption in the residential sector in Ireland

International Nuclear Information System (INIS)

Rogan, Fionn; Cahill, Caiman J.; Ó Gallachóir, Brian P.

2012-01-01

To-date, decomposition analysis has been widely used at the macro-economic level and for in-depth analyses of the industry and transport sectors; however, its application in the residential sector has been rare. This paper uses the Log-Mean Divisia Index I (LMDI-I) methodology to decompose gas consumption trends in the gas-connected residential sector in Ireland from 1990 to 2008, which despite an increasing number of energy efficiency policies, experienced total final consumption growth of 470%. The analysis decomposes this change in gas consumption into a number of effects, examining the impact over time of market factors such as a growing customer base, varying mix of dwelling types, changing share of vacant dwellings, changing size of new dwellings, the impact of building regulations policy and other factors such as the weather. The analysis finds the most significant effects are changing customer numbers and changing intensity; the analysis also quantifies the impact of building regulations and compares it with other effects such as changing size of new dwellings. By comparing the historical impact on gas consumption of policy factors and non-policy factors, this paper highlights the challenge for policy-makers in achieving overall energy consumption reduction. - Highlights: ► Contribution to a gap in the literature with a residential sector decomposition analysis of gas TFC. ► Activity effect had the largest impact and was cumulatively the best explainer of total TFC change. ► Intensity effect was the second biggest effect with a 19% share of total TFC change. ► In line with rising surface temperatures, the weather effect is declining over time. ► Building regulations are having a diminishing impact but are being negated by larger dwellings.

The art of customer service.

Science.gov (United States)

Williams, Jeni

2007-10-01

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

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

Directory of Open Access Journals (Sweden)

Živković Radmila

2014-01-01

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

77 FR 28519 - Test Procedure Guidance for Room Air Conditioners, Residential Dishwashers, and Residential...

Science.gov (United States)

2012-05-15

... Guidance for Room Air Conditioners, Residential Dishwashers, and Residential Clothes Washers: Public... procedures for room air conditioners, residential dishwashers, and residential clothes washers. DATES: DOE...'s existing test procedures for residential room air conditioners, residential dishwashers, and...

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...

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

OpenAIRE

Tatuil, Anggreiny

2013-01-01

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

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

OpenAIRE

manigeh Bahrainizadeh; Leila Tavasoli

2014-01-01

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

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

Science.gov (United States)

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

1999-06-01

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

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

Directory of Open Access Journals (Sweden)

Katarzyna Szmyd

2013-09-01

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

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

Directory of Open Access Journals (Sweden)

Adriana Arineli

2015-12-01

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

Advisory report on licence requirements for the marketing of natural gas and electricity to residential and small commercial consumers

Energy Technology Data Exchange (ETDEWEB)

NONE

1998-10-06

The proposed Ontario Energy Board Act, 1998 which forms part of Bill 35, would make it possible for the Board to make regulations prescribing license requirements and conditions for sellers of natural gas and electricity to residential and small commercial users. Interested stakeholders were invited to provide their input on the proposed Act. A total of 23 parties responded by submitting their comments to the Ontario Energy Board. This document presents the concerns of several parties regarding various provisions of the proposed regulatory regime affecting energy marketing. Comments on the definition of `low volume customer`, on classes of gas marketers, need and requirements for gas marketer`s licence, the form and posting of security bonds by prospective gas marketers, exemptions from licensing, conditions of licensing, code of conduct for energy marketers, disclosure of customer information, were some of the proposed provisions that elicited comments.

Development of residential-conservation-survey methodology for the US Air Force. Interim report. Task two

Energy Technology Data Exchange (ETDEWEB)

Abrams, D. W.; Hartman, T. L.; Lau, A. S.

1981-11-13

A US Air Force (USAF) Residential Energy Conservation Methodology was developed to compare USAF needs and available data to the procedures of the Residential Conservation Service (RCS) program as developed for general use by utility companies serving civilian customers. Attention was given to the data implications related to group housing, climatic data requirements, life-cycle cost analysis, energy saving modifications beyond those covered by RCS, and methods for utilizing existing energy consumption data in approaching the USAF survey program. Detailed information and summaries are given on the five subtasks of the program. Energy conservation alternatives are listed and the basic analysis techniques to be used in evaluating their thermal performane are described. (MCW)

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.

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

Exploring the market for third-party-owned residential photovoltaic systems: insights from lease and power-purchase agreement contract structures and costs in California

International Nuclear Information System (INIS)

Davidson, Carolyn; Steinberg, Daniel; Margolis, Robert

2015-01-01

Over the past several years, third-party-ownership (TPO) structures for residential photovoltaic (PV) systems have become the predominant ownership model in the US residential market. Under a TPO contract, the PV system host typically makes payments to the third-party owner of the system. Anecdotal evidence suggests that the total TPO contract payments made by the customer can differ significantly from payments in which the system host directly purchases the system. Furthermore, payments can vary depending on TPO contract structure. To date, a paucity of data on TPO contracts has precluded studies evaluating trends in TPO contract cost. This study relies on a sample of 1113 contracts for residential PV systems installed in 2010–2012 under the California Solar Initiative to evaluate how the timing of payments under a TPO contract impacts the ultimate cost of the system to the customer. Furthermore, we evaluate how the total cost of TPO systems to customers has changed through time, and the degree to which contract costs have tracked trends in the installed costs of a PV system. We find that the structure of the contract and the timing of the payments have financial implications for the customer: (1) power-purchase contracts, on average, cost more than leases, (2) no-money-down contracts are more costly than prepaid contracts, assuming a customer’s discount rate is lower than 17% and (3) contracts that include escalator clauses cost more, for both power-purchase agreements and leases, at most plausible discount rates. In addition, all contract costs exhibit a wide range, and do not parallel trends in installed costs over time. (letter)

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.

Autoclaved aerated concrete : shaping the evolution of residential construction in the United States.

OpenAIRE

Bukoski, Steven C.

1998-01-01

CIVINS (Civilian Institutions) Thesis document Precast Autoclaved Aerated Concrete (AAC) is a proven construction material used in Europe for over 70 years. Introduced to the United States in 1990, construction thus far is limited to commercial and custom borne applications. Premium benefits include energy efficiency and resistance to natural disaster and pests. Despite being the leading residential construction material in Europe and Japan, lumber is the leading material of choice in the ...

A hybrid society model for simulating residential electricity consumption

International Nuclear Information System (INIS)

Xu, Minjie; Hu, Zhaoguang; Wu, Junyong; Zhou, Yuhui

2008-01-01

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)

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)

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

OpenAIRE

Hardjanti, Adiati; Amalia, Dinna

2014-01-01

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

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.

Short-term residential load forecasting: Impact of calendar effects and forecast granularity

DEFF Research Database (Denmark)

Lusis, Peter; Khalilpour, Kaveh Rajab; Andrew, Lachlan

2017-01-01

forecasting for a single-customer or even down at an appliance level. Access to high resolution data from smart meters has enabled the research community to assess conventional load forecasting techniques and develop new forecasting strategies suitable for demand-side disaggregated loads. This paper studies...... how calendar effects, forecasting granularity and the length of the training set affect the accuracy of a day-ahead load forecast for residential customers. Root mean square error (RMSE) and normalized RMSE were used as forecast error metrics. Regression trees, neural networks, and support vector...... regression yielded similar average RMSE results, but statistical analysis showed that regression trees technique is significantly better. The use of historical load profiles with daily and weekly seasonality, combined with weather data, leaves the explicit calendar effects a very low predictive power...

Customer trust as mediator in the creation of customer relationship intention

Directory of Open Access Journals (Sweden)

Dimyati Mohamad

2018-03-01

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

Bank Customers Management System

Directory of Open Access Journals (Sweden)

Ebubeogu Amarachukwu Felix

2015-08-01

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

Key Residential Building Equipment Technologies for Control and Grid Support PART I (Residential)

Energy Technology Data Exchange (ETDEWEB)

Starke, Michael R [ORNL; Onar, Omer C [ORNL; DeVault, Robert C [ORNL

2011-09-01

Electrical energy consumption of the residential sector is a crucial area of research that has in the past primarily focused on increasing the efficiency of household devices such as water heaters, dishwashers, air conditioners, and clothes washer and dryer units. However, the focus of this research is shifting as objectives such as developing the smart grid and ensuring that the power system remains reliable come to the fore, along with the increasing need to reduce energy use and costs. Load research has started to focus on mechanisms to support the power system through demand reduction and/or reliability services. The power system relies on matching generation and load, and day-ahead and real-time energy markets capture most of this need. However, a separate set of grid services exist to address the discrepancies in load and generation arising from contingencies and operational mismatches, and to ensure that the transmission system is available for delivery of power from generation to load. Currently, these grid services are mostly provided by generation resources. The addition of renewable resources with their inherent variability can complicate the issue of power system reliability and lead to the increased need for grid services. Using load as a resource, through demand response programs, can fill the additional need for flexible resources and even reduce costly energy peaks. Loads have been shown to have response that is equal to or better than generation in some cases. Furthermore, price-incentivized demand response programs have been shown to reduce the peak energy requirements, thereby affecting the wholesale market efficiency and overall energy prices. The residential sector is not only the largest consumer of electrical energy in the United States, but also has the highest potential to provide demand reduction and power system support, as technological advancements in load control, sensor technologies, and communication are made. The prevailing loads

An analysis of residential PV system price differences between the United States and Germany

International Nuclear Information System (INIS)

Seel, Joachim; Barbose, Galen L.; Wiser, Ryan H.

2014-01-01

Residential photovoltaic (PV) systems were twice as expensive in the United States as in Germany (median of $5.29/W vs. $2.59/W) in 2012. This price discrepancy stems primarily from differences in non-hardware or “soft” costs between the two countries, which can only in part be explained by differences in cumulative market size and associated learning. A survey of German PV installers was deployed to collect granular data on PV soft costs in Germany, and the results are compared to those of a similar survey of U.S. PV installers. Non-module hardware costs and all analyzed soft costs are lower in Germany, especially for customer acquisition, installation labor, and profit/overhead costs, but also for expenses related to permitting, interconnection, and inspection procedures. Additional costs occur in the United States due to state and local sales taxes, smaller average system sizes, and longer project-development times. To reduce the identified additional costs of residential PV systems, the United States could introduce policies that enable a robust and lasting market while minimizing market fragmentation. Regularly declining incentives offering a transparent and certain value proposition—combined with simple interconnection, permitting, and inspection requirements—might help accelerate PV cost reductions in the United States. - Highlights: • Residential PV system prices are twice as high in the USA than in Germany in 2012. • Different cumulative national PV market sizes explain only 35% of price gap. • Installer surveys show that price differences stem from non-module and soft costs. • Largest cost differences stem from customer acquisition and installation labor. • Incentives in the US are less effective in driving and following cost reductions

Employee influenza vaccination in residential care facilities.

Science.gov (United States)

Apenteng, Bettye A; Opoku, Samuel T

2014-03-01

The organizational literature on infection control in residential care facilities is limited. Using a nationally representative dataset, we examined the organizational factors associated with implementing at least 1 influenza-related employee vaccination policy/program, as well as the effect of vaccination policies on health care worker (HCW) influenza vaccine uptake in residential care facilities. The study was a cross-sectional study using data from the 2010 National Survey of Residential Care Facilities. Multivariate logistic regression analysis was used to address the study's objectives. Facility size, director's educational attainment, and having a written influenza pandemic preparedness plan were significantly associated with the implementation of at least 1 influenza-related employee vaccination policy/program, after controlling for other facility-level factors. Recommending vaccination to employees, providing vaccination on site, providing vaccinations to employees at no cost, and requiring vaccination as a condition of employment were associated with higher employee influenza vaccination rates. Residential care facilities can improve vaccination rates among employees by adopting effective employee vaccination policies. Copyright © 2014 Association for Professionals in Infection Control and Epidemiology, Inc. Published by Mosby, Inc. All rights reserved.

Are loyal customers profitable? : customer satisfaction, customer loyalty and customer profitability at the individual level

OpenAIRE

Helgesen, Øyvind

2000-01-01

Customer satisfaction is supposed to be positively related to profitability. This conception may be called “the paradigm of customer satisfaction”. Nevertheless, only a few studies have examined this fundamental relationship. Thus, evidence for this “much talked about relationship” is questioned. In this working paper the focus is on the individual customer with respect to the relationships between customer satisfaction, customer loyalty and customer profitability at the customer level. The f...

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

Directory of Open Access Journals (Sweden)

Alimuddin Rizal Rivai

2016-12-01

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

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...

Residential Consumer-Centric Demand-Side Management Based on Energy Disaggregation-Piloting Constrained Swarm Intelligence: Towards Edge Computing.

Science.gov (United States)

Lin, Yu-Hsiu; Hu, Yu-Chen

2018-04-27

The emergence of smart Internet of Things (IoT) devices has highly favored the realization of smart homes in a down-stream sector of a smart grid. The underlying objective of Demand Response (DR) schemes is to actively engage customers to modify their energy consumption on domestic appliances in response to pricing signals. Domestic appliance scheduling is widely accepted as an effective mechanism to manage domestic energy consumption intelligently. Besides, to residential customers for DR implementation, maintaining a balance between energy consumption cost and users’ comfort satisfaction is a challenge. Hence, in this paper, a constrained Particle Swarm Optimization (PSO)-based residential consumer-centric load-scheduling method is proposed. The method can be further featured with edge computing. In contrast with cloud computing, edge computing—a method of optimizing cloud computing technologies by driving computing capabilities at the IoT edge of the Internet as one of the emerging trends in engineering technology—addresses bandwidth-intensive contents and latency-sensitive applications required among sensors and central data centers through data analytics at or near the source of data. A non-intrusive load-monitoring technique proposed previously is utilized to automatic determination of physical characteristics of power-intensive home appliances from users’ life patterns. The swarm intelligence, constrained PSO, is used to minimize the energy consumption cost while considering users’ comfort satisfaction for DR implementation. The residential consumer-centric load-scheduling method proposed in this paper is evaluated under real-time pricing with inclining block rates and is demonstrated in a case study. The experimentation reported in this paper shows the proposed residential consumer-centric load-scheduling method can re-shape loads by home appliances in response to DR signals. Moreover, a phenomenal reduction in peak power consumption is achieved

Residential Consumer-Centric Demand-Side Management Based on Energy Disaggregation-Piloting Constrained Swarm Intelligence: Towards Edge Computing

Science.gov (United States)

Hu, Yu-Chen

2018-01-01

The emergence of smart Internet of Things (IoT) devices has highly favored the realization of smart homes in a down-stream sector of a smart grid. The underlying objective of Demand Response (DR) schemes is to actively engage customers to modify their energy consumption on domestic appliances in response to pricing signals. Domestic appliance scheduling is widely accepted as an effective mechanism to manage domestic energy consumption intelligently. Besides, to residential customers for DR implementation, maintaining a balance between energy consumption cost and users’ comfort satisfaction is a challenge. Hence, in this paper, a constrained Particle Swarm Optimization (PSO)-based residential consumer-centric load-scheduling method is proposed. The method can be further featured with edge computing. In contrast with cloud computing, edge computing—a method of optimizing cloud computing technologies by driving computing capabilities at the IoT edge of the Internet as one of the emerging trends in engineering technology—addresses bandwidth-intensive contents and latency-sensitive applications required among sensors and central data centers through data analytics at or near the source of data. A non-intrusive load-monitoring technique proposed previously is utilized to automatic determination of physical characteristics of power-intensive home appliances from users’ life patterns. The swarm intelligence, constrained PSO, is used to minimize the energy consumption cost while considering users’ comfort satisfaction for DR implementation. The residential consumer-centric load-scheduling method proposed in this paper is evaluated under real-time pricing with inclining block rates and is demonstrated in a case study. The experimentation reported in this paper shows the proposed residential consumer-centric load-scheduling method can re-shape loads by home appliances in response to DR signals. Moreover, a phenomenal reduction in peak power consumption is achieved

Residential Consumer-Centric Demand-Side Management Based on Energy Disaggregation-Piloting Constrained Swarm Intelligence: Towards Edge Computing

Directory of Open Access Journals (Sweden)

Yu-Hsiu Lin

2018-04-01

Full Text Available The emergence of smart Internet of Things (IoT devices has highly favored the realization of smart homes in a down-stream sector of a smart grid. The underlying objective of Demand Response (DR schemes is to actively engage customers to modify their energy consumption on domestic appliances in response to pricing signals. Domestic appliance scheduling is widely accepted as an effective mechanism to manage domestic energy consumption intelligently. Besides, to residential customers for DR implementation, maintaining a balance between energy consumption cost and users’ comfort satisfaction is a challenge. Hence, in this paper, a constrained Particle Swarm Optimization (PSO-based residential consumer-centric load-scheduling method is proposed. The method can be further featured with edge computing. In contrast with cloud computing, edge computing—a method of optimizing cloud computing technologies by driving computing capabilities at the IoT edge of the Internet as one of the emerging trends in engineering technology—addresses bandwidth-intensive contents and latency-sensitive applications required among sensors and central data centers through data analytics at or near the source of data. A non-intrusive load-monitoring technique proposed previously is utilized to automatic determination of physical characteristics of power-intensive home appliances from users’ life patterns. The swarm intelligence, constrained PSO, is used to minimize the energy consumption cost while considering users’ comfort satisfaction for DR implementation. The residential consumer-centric load-scheduling method proposed in this paper is evaluated under real-time pricing with inclining block rates and is demonstrated in a case study. The experimentation reported in this paper shows the proposed residential consumer-centric load-scheduling method can re-shape loads by home appliances in response to DR signals. Moreover, a phenomenal reduction in peak power

Predictive Systems for Customer Interactions

Science.gov (United States)

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

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

Customer Relationship Management.

Science.gov (United States)

Fayerman, Michael

2002-01-01

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

Customer value - the missing link

International Nuclear Information System (INIS)

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

1993-01-01

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

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.

Building Agents to Serve Customers

OpenAIRE

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

2004-01-01

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

Understanding customer experience.

Science.gov (United States)

Meyer, Christopher; Schwager, Andre

2007-02-01

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

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...

Customer Communication Document

Science.gov (United States)

2009-01-01

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

Developing customer databases.

Science.gov (United States)

Rao, S K; Shenbaga, S

2000-01-01

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

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

OpenAIRE

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

2017-01-01

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

Competitive Effects of Mass Customization

OpenAIRE

Oksana Loginova

2010-01-01

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

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.

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

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

Institute of Scientific and Technical Information of China (English)

XU Xuanguo; LI Xiangyang

2006-01-01

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

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.

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.

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

NARCIS (Netherlands)

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

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

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

NARCIS (Netherlands)

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

2014-01-01

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

The performance of residential micro-cogeneration coupled with thermal and electrical storage

Science.gov (United States)

Kopf, John

Over 80% of residential secondary energy consumption in Canada and Ontario is used for space and water heating. The peak electricity demands resulting from residential energy consumption increase the reliance on fossil-fuel generation stations. Distributed energy resources can help to decrease the reliance on central generation stations. Presently, distributed energy resources such as solar photovoltaic, wind and bio-mass generation are subsidized in Ontario. Micro-cogeneration is an emerging technology that can be implemented as a distributed energy resource within residential or commercial buildings. Micro-cogeneration has the potential to reduce a building's energy consumption by simultaneously generating thermal and electrical power on-site. The coupling of a micro-cogeneration device with electrical storage can improve the system's ability to reduce peak electricity demands. The performance potential of micro-cogeneration devices has yet to be fully realized. This research addresses the performance of a residential micro-cogeneration device and it's ability to meet peak occupant electrical loads when coupled with electrical storage. An integrated building energy model was developed of a residential micro-cogeneration system: the house, the micro-cogeneration device, all balance of plant and space heating components, a thermal storage device, an electrical storage device, as well as the occupant electrical and hot water demands. This model simulated the performance of a micro-cogeneration device coupled to an electrical storage system within a Canadian household. A customized controller was created in ESP-r to examine the impact of various system control strategies. The economic performance of the system was assessed from the perspective of a local energy distribution company and an end-user under hypothetical electricity export purchase price scenarios. It was found that with certain control strategies the micro-cogeneration system was able to improve the

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.

Business marketing: understand what customers value.

Science.gov (United States)

Anderson, J C; Narus, J A

1998-01-01

How do you define the value of your market offering? Can you measure it? Few suppliers in business markets are able to answer those questions, and yet the ability to pinpoint the value of a product or service for one's customers has never been more important. By creating and using what the authors call customer value models, suppliers are able to figure out exactly what their offerings are worth to customers. Field value assessments--the most commonly used method for building customer value models--call for suppliers to gather data about their customers firsthand whenever possible. Through these assessments, a supplier can build a value model for an individual customer or for a market segment, drawing on data gathered form several customers in that segment. Suppliers can use customer value models to create competitive advantage in several ways. First, they can capitalize on the inevitable variation in customers' requirements by providing flexible market offerings. Second, they can use value models to demonstrate how a new product or service they are offering will provide greater value. Third, they can use their knowledge of how their market offerings specifically deliver value to craft persuasive value propositions. And fourth, they can use value models to provide evidence to customers of their accomplishments. Doing business based on value delivered gives companies the means to get an equitable return for their efforts. Once suppliers truly understand value, they will be able to realize the benefits of measuring and monitoring it for their customers.

Customer Loyalty and Customer Relationship Management

Science.gov (United States)

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

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

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

Science.gov (United States)

Payne, Stephanie C; Webber, Sheila Simsarian

2006-03-01

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

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

OpenAIRE

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

2012-01-01

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

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.

Measuring Customer Profitability in Complex Environments

DEFF Research Database (Denmark)

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

2012-01-01

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

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

Directory of Open Access Journals (Sweden)

MALCOCI Marina

2015-05-01

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

Electrification Opportunities in the Transportation Sector and Impact of Residential Charging

Energy Technology Data Exchange (ETDEWEB)

Muratori, Matteo [National Renewable Energy Laboratory (NREL), Golden, CO (United States)

2018-04-04

This presentation provides an overview of electrification opportunities in the transportation sector and present results of a study assessing the impact of residential charging on residential power demand and electric power distribution infrastructure.

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

Directory of Open Access Journals (Sweden)

Marshellina Marshellina

2013-11-01

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

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

OpenAIRE

Lundheim, Henning

2012-01-01

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

Linking customer satisfaction, quality, and strategic planning

OpenAIRE

Reis, Dayr; Peña, Leticia

2000-01-01

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

A customer-friendly Space Station

Science.gov (United States)

Pivirotto, D. S.

1984-01-01

This paper discusses the relationship of customers to the Space Station Program currently being defined by NASA. Emphasis is on definition of the Program such that the Space Station will be conducive to use by customers, that is by people who utilize the services provided by the Space Station and its associated platforms and vehicles. Potential types of customers are identified. Scenarios are developed for ways in which different types of customers can utilize the Space Station. Both management and technical issues involved in making the Station 'customer friendly' are discussed.

Guidelines for target costing adoption in the development of products for the residential real estate market

Directory of Open Access Journals (Sweden)

Reymard Savio Sampaio de Melo

Full Text Available Abstract This study focuses on the problems associated with the traditional practice of reducing costs in construction and the need to increase business competitiveness in the residential real estate sector. In this context, target costing is a promising approach to improve the competitiveness of companies by ensuring that the products launched on the market do not jeopardize the company's results and value delivery to customers. However, far too little attention is paid to target costing implementation by companies that develop residential real state products for sale and face strong market competition. Thus, this paper seeks to investigate whether the standard framework of target costing in the literature applies - with or without adjustments - to real estate developers. Case study was the research strategy adopted. Guidelines are proposed for the introduction of target costing in the development process of residential real estate products. The proposed guidelines are related to the three main sections of the target costing process: market-driven costing, product-level target costing and component-level target costing.

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

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

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.

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

OpenAIRE

TANASE, George Cosmin

2013-01-01

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

Utility customer issues

International Nuclear Information System (INIS)

Downey, W.H.

1997-01-01

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

28 CFR 550.53 - Residential Drug Abuse Treatment Program (RDAP).

Science.gov (United States)

2010-07-01

... 28 Judicial Administration 2 2010-07-01 2010-07-01 false Residential Drug Abuse Treatment Program... INSTITUTIONAL MANAGEMENT DRUG PROGRAMS Drug Abuse Treatment Program § 550.53 Residential Drug Abuse Treatment... components: (1) Unit-based component. Inmates must complete a course of activities provided by drug abuse...

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.

Measuring urban tree loss dynamics across residential landscapes.

Science.gov (United States)

Ossola, Alessandro; Hopton, Matthew E

2018-01-15

The spatial arrangement of urban vegetation depends on urban morphology and socio-economic settings. Urban vegetation changes over time because of human management. Urban trees are removed due to hazard prevention or aesthetic preferences. Previous research attributed tree loss to decreases in canopy cover. However, this provides little information about location and structural characteristics of trees lost, as well as environmental and social factors affecting tree loss dynamics. This is particularly relevant in residential landscapes where access to residential parcels for field surveys is limited. We tested whether multi-temporal airborne LiDAR and multi-spectral imagery collected at a 5-year interval can be used to investigate urban tree loss dynamics across residential landscapes in Denver, CO and Milwaukee, WI, covering 400,705 residential parcels in 444 census tracts. Position and stem height of trees lost were extracted from canopy height models calculated as the difference between final (year 5) and initial (year 0) vegetation height derived from LiDAR. Multivariate regression models were used to predict number and height of tree stems lost in residential parcels in each census tract based on urban morphological and socio-economic variables. A total of 28,427 stems were lost from residential parcels in Denver and Milwaukee over 5years. Overall, 7% of residential parcels lost one stem, averaging 90.87 stems per km 2 . Average stem height was 10.16m, though trees lost in Denver were taller compared to Milwaukee. The number of stems lost was higher in neighborhoods with higher canopy cover and developed before the 1970s. However, socio-economic characteristics had little effect on tree loss dynamics. The study provides a simple method for measuring urban tree loss dynamics within and across entire cities, and represents a further step toward high resolution assessments of the three-dimensional change of urban vegetation at large spatial scales. Published by

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.

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

OpenAIRE

Robert Jacobson; Natalie Mizik

2009-01-01

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

Customer Clustering Based on Customer Purchasing Sequence Data

OpenAIRE

Yen-Chung Liu; Yen-Liang Chen

2017-01-01

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

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

OpenAIRE

Darghouth, Naim Richard

2013-01-01

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 co...

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

American Recovery and Reinvestment Act of 2009. Experiences from the Consumer Behavior Studies on Engaging Customers

Energy Technology Data Exchange (ETDEWEB)

Cappers, Peter [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Scheer, Richard [Scheer Ventures, Takoma Park, MD (United States)

2014-09-01

One of the most important aspects for the successful implementation of customer-facing programs is to better understand how to engage and communicate with consumers. Customer-facing programs include time-based rates, information and feedback, load management, and energy efficiency. This report presents lessons learned by utilities through consumer behavior studies (CBS) conducted as part of the Department of Energy’s (DOE) Smart Grid Investment Grant (SGIG) program. The SGIG CBS effort presents a unique opportunity to advance the understanding of consumer behaviors in terms of customer acceptance and retention, and electricity consumption and peak demand impacts. The effort includes eleven comprehensive studies with the aim of evaluating the response of residential and small commercial customers to time-based rate programs implemented in conjunction with advanced metering infrastructure and customer systems such as in-home displays, programmable communicating thermostats, and web portals. DOE set guidelines and protocols that sought to help the utilities design studies that would rigorously test and more precisely estimate the impact of time-based rates on customers’ energy usage patterns, as well as identify the key drivers that motivate behavioral changes.

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

OpenAIRE

Turunen, Susanna

2011-01-01

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

Improving Customer Service in Elderly Care

OpenAIRE

Nielsen, Chris

2015-01-01

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

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

Information Processing and Creative Thinking Abilities of Residential and Non-Residential School Children

Directory of Open Access Journals (Sweden)

Atasi Mohanty

2015-10-01

Full Text Available This study attempts to assess and compare the residential and non-residential schoolchildren in information-processing skills and creative thinking abilities. A sample of 80 children from Classes 5 and 7 were selected from two types of schools, residential/ashram (02 and non-residential/formal schools (02 in Bolpur subdivision of West Bengal in India where the medium of instruction is Bengali language/mother-tongue. All the children were individually administered the PASS (Planning, Attention, Simultaneous, Successive, Stroop, Matching Familiar Figure Test (MFFT-20, and creative thinking tasks. The residential school children were found to perform better both in information processing and creative thinking tasks. The developmental trend could not be clearly observed due to small sample size, but with increasing age, children were using better processing strategies. Due to ashram environment, creative pedagogy, and various co-curricular activities, the residential school children were found to be more creative than their formal school counterparts. Moreover, some significant positive correlations were found among information processing skills and creative thinking dimensions.

Occupational safety issues in residential construction surveyed in Wisconsin, United States.

Science.gov (United States)

Choi, Sang D; Carlson, Kathryn

2014-01-01

Residential construction is a high-risk industry in the U.S. due to the exposure to work-related safety hazards and fall injuries. This study aimed to examine the safety training and safe work practices of construction workers within the small residential construction industry. In order to achieve the study objectives, a survey was designed and sent to approximately 200 Wisconsin based residential construction contractors. About one third of the respondents stated that they did not have any form of safety programs. The study indicated that the most common types of work-related injuries in residential construction were slips/trips/falls and cuts/lacerations. The survey findings also suggested that the residential construction contractors needed to increase the utilization of fall protection safety equipment. Further education and subject matter expert training could provide benefits to improve occupational safety and health of the small business workforce in the residential construction industry.

77 FR 51569 - Large Residential Washers From Korea and Mexico

Science.gov (United States)

2012-08-24

...)] Large Residential Washers From Korea and Mexico Scheduling of the final phase of countervailing duty and... and Mexico of large residential washers, provided for in subheading 8450.20.00 of the Harmonized... and Mexico are being sold in the United States at less than fair value within the meaning of section...

Modelling and forecasting Turkish residential electricity demand

International Nuclear Information System (INIS)

Dilaver, Zafer; Hunt, Lester C

2011-01-01

This research investigates the relationship between Turkish residential electricity consumption, household total final consumption expenditure and residential electricity prices by applying the structural time series model to annual data over the period from 1960 to 2008. Household total final consumption expenditure, real energy prices and an underlying energy demand trend are found to be important drivers of Turkish residential electricity demand with the estimated short run and the long run total final consumption expenditure elasticities being 0.38 and 1.57, respectively, and the estimated short run and long run price elasticities being -0.09 and -0.38, respectively. Moreover, the estimated underlying energy demand trend, (which, as far as is known, has not been investigated before for the Turkish residential sector) should be of some benefit to Turkish decision makers in terms of energy planning. It provides information about the impact of past policies, the influence of technical progress, the impacts of changes in consumer behaviour and the effects of changes in economic structure. Furthermore, based on the estimated equation, and different forecast assumptions, it is predicted that Turkish residential electricity demand will be somewhere between 48 and 80 TWh by 2020 compared to 40 TWh in 2008. - Research highlights: → Estimated short run and long run expenditure elasticities of 0.38 and 1.57, respectively. → Estimated short run and long run price elasticities of -0.09 and -0.38, respectively. → Estimated UEDT has increasing (i.e. energy using) and decreasing (i.e. energy saving) periods. → Predicted Turkish residential electricity demand between 48 and 80 TWh in 2020.

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

OpenAIRE

Montolalu, Marcelitha T.

2013-01-01

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

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.

Residential care : Dutch and Italian residents of residential care facilities compared

NARCIS (Netherlands)

de Heer-Wunderink, Charlotte; Caro-Nienhuis, Annemarie D.; Sytema, Sjoerd; Wiersma, Durk

2008-01-01

Aims - Characteristics of patients living in residential care facilities and the availability of mental hospital- and residential beds in Italy and The Netherlands were compared to assess whether differences in the process of deinstitutionalisation have influenced the composition of their

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

Science.gov (United States)

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

2009-04-01

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

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

Customer portfolios

DEFF Research Database (Denmark)

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

2017-01-01

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

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.

Market Potential for Residential Biomass Heating Equipment: Stochastic and Econometric Assessments

OpenAIRE

Adee Athiyaman

2015-01-01

This paper provides estimates of market potential for biomass-residential-heating equipment in the US: that is, the greatest amount of biomass-residential-heating equipment that can be sold by the industry. The author's analysis is limited to biomass equipment used most to heat the housing unit. Assuming that households equipped with 10+ year old primary heating devices will replace rather than repair the devices he predicts that approximately 1.4 million units of residential home heating equ...

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.

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

Assessment of Residential History Generation Using a Public-Record Database

Directory of Open Access Journals (Sweden)

David C. Wheeler

2015-09-01

Full Text Available In studies of disease with potential environmental risk factors, residential location is often used as a surrogate for unknown environmental exposures or as a basis for assigning environmental exposures. These studies most typically use the residential location at the time of diagnosis due to ease of collection. However, previous residential locations may be more useful for risk analysis because of population mobility and disease latency. When residential histories have not been collected in a study, it may be possible to generate them through public-record databases. In this study, we evaluated the ability of a public-records database from LexisNexis to provide residential histories for subjects in a geographically diverse cohort study. We calculated 11 performance metrics comparing study-collected addresses and two address retrieval services from LexisNexis. We found 77% and 90% match rates for city and state and 72% and 87% detailed address match rates with the basic and enhanced services, respectively. The enhanced LexisNexis service covered 86% of the time at residential addresses recorded in the study. The mean match rate for detailed address matches varied spatially over states. The results suggest that public record databases can be useful for reconstructing residential histories for subjects in epidemiologic studies.

Community pharmacists as educators in Danish residential facilities: a qualitative study.

Science.gov (United States)

Mygind, Anna; El-Souri, Mira; Pultz, Kirsten; Rossing, Charlotte; Thomsen, Linda A

2017-08-01

To explore experiences with engaging community pharmacists in educational programmes on quality and safety in medication handling in residential facilities for the disabled. A secondary analysis of data from two Danish intervention studies where community pharmacists were engaged in educational programmes. Data included 10 semi-structured interviews with staff, five semi-structured interviews and three open-ended questionnaires with residential facility managers, and five open-ended questionnaires to community pharmacists. Data were thematically coded to identify key points pertaining to the themes 'pharmacists as educators' and 'perceived effects of engaging pharmacists in competence development'. As educators, pharmacists were successful as medicines experts. Some pharmacists experienced pedagogical challenges. Previous teaching experience and obtained knowledge of the local residential facility before teaching often provided sufficient pedagogical skills and tailored teaching to local needs. Effects of engaging community pharmacists included in most instances improved cooperation between residential facilities and community pharmacies through a trustful relationship and improved dialogue about the residents' medication. Other effects included a perception of improved patient safety, teaching skills and branding of the pharmacy. Community pharmacists provide a resource to engage in educational programmes on medication handling in residential facilities, which may facilitate improved cooperation between community pharmacies and residential facilities. However, development of pedagogical competences and understandings of local settings are prerequisites for facilities and pharmacists to experience the programmes as successful. © 2016 Royal Pharmaceutical Society.

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.

Residential Waste

DEFF Research Database (Denmark)

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

2011-01-01

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......, but such studies are very expensive if fair representation of both spatial and temporal variations should be obtained. In addition, onsite studies may affect the waste generation in the residence because of the increased focus on the issue. Residential waste is defined in different ways in different countries...

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.

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...

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.

Design to learn: customizing services when the future matters

Directory of Open Access Journals (Sweden)

Dan Ariely

2013-04-01

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

Comparison of two methods for customer differentiation

NARCIS (Netherlands)

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

2014-01-01

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

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

OpenAIRE

Ham, Meyske

2016-01-01

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

Customer satisfaction with the quality of the logistic services

OpenAIRE

Małgorzata Lisińska-Kuśnierz; Teresa Gajewska

2014-01-01

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

Working towards residential Radon survey in South America

International Nuclear Information System (INIS)

Zielinski, Jan M.; University of Ottawa, ON; Canoba, Analia C.; Shilnikova, Natalia S.; Veiga, Lene H. S.

2008-01-01

Information about residential radon levels in low and middle income countries is very sparse. In response to the World Health Organization initiative in the International Radon Project, we propose a research project that will address this knowledge gap in South America by conducting a residential radon survey. Following initial in vitro and in vivo studies of radon and studies of uranium miners exposed to radon, over twenty large case-control studies of lung cancer risk from exposure to residential radon have been completed worldwide by year 2004. Recently pooled data from these individual studies have been analyzed. These collaborative analyses of the indoor studies in Europe, North America, and China provide strong direct evidence that radon is causing a substantial number of lung cancers in the general population. To reduce radon lung cancer risk, national authorities must have methods and tools based on solid scientific evidence to develop sound public health policies. We propose to conduct a survey in ten South American countries using the distribution and analysis of passive alpha tracking detectors in houses selected at random in pre-selected cities in each participating country. We also present an approach to estimate the cost of carrying out such a survey and the radon laboratory infrastructure needed. The results of the proposed survey will allow to conduct assessment of the exposure to residential radon in the populations of South American countries and to assess the health impact of this exposure. The results of the project will also help national health authorities in developing national residential radon action levels and regulations, as well as provide public health guidance for radon awareness and mitigation. (author)

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

Residential neighbourhoods in Kathmandu: Key design guidelines

Directory of Open Access Journals (Sweden)

Bijaya K. Shrestha

2013-01-01

Full Text Available Residential neighbourhoods developed using various techniques in Kathmandu by both the public and private sectors have not only provided a poor urban setting and failed to address socio-cultural needs, but are also poor at building a community and creating links to the built environment, with the result that the planned areas lack a sense of place and the inhabitants lack a feeling of home. Although traditional neighbourhoods in the historic core area had many features of a good residential neighbourhood in the past, they are currently undergoing rapid destruction. The residents of these neighbourhoods have little awareness of these issues. The existing legal and institutional frameworks are inadequate and ineffective and cannot address these problems, and so the formulation of design guidelines, their strict implementation, and enhancement of socio-cultural events including social networking are recommended for future residential neighbourhood development.

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

Science.gov (United States)

Chang, Chia-Chi; Chen, Hui-Yun

2009-02-01

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

Shouldn’t customers control customized product development

NARCIS (Netherlands)

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

2013-01-01

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

Understanding Customer Experience Throughout the Customer Journey

NARCIS (Netherlands)

Lemon, Katherine N.; Verhoef, Peter C.

2016-01-01

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

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

Did residential electricity rates fall after retail competition? A dynamic panel analysis

International Nuclear Information System (INIS)

Swadley, Adam; Yücel, Mine

2011-01-01

A key selling point for the restructuring of electricity markets was the promise of lower prices. There is not much consensus in earlier studies on the effects of electricity deregulation in the U.S., particularly for residential customers. Part of the reason for not finding a consistent link with deregulation and lower prices was that the removal of transitional price caps led to higher prices. In addition, the timing of the removal of price caps coincided with rising fuel prices, which were passed on to consumers in a competitive market. Using a dynamic panel model, we analyze the effect of participation rates, fuel costs, market size, a rate cap and switch to competition for 16 states and the District of Columbia. We find that an increase in participation rates, price controls, a larger market, and high shares of hydro in electricity generation lower retail prices, while increases in natural gas and coal prices increase rates. We also find that retail competition makes the market more efficient by lowering the markup of retail prices over wholesale costs. The effects of a competitive retail electricity market are mixed across states, but generally appear to lower prices in states with high participation rates. - Highlights: ► We analyze the effects of retail competition in electricity markets on residential retail prices. ► Analysis carried out using a dynamic panel model; monthly data for 17 U.S. states. ► More customer participation and larger market lead to lower prices. ► Higher fuel costs increase retail prices, but with a lag. ► Retail competition leads to a more efficient electricity market.

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

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...

Program evaluation: Weatherization Residential Assistance Partnership (WRAP) Program

Energy Technology Data Exchange (ETDEWEB)

1991-12-01

The Connecticut low income weatherization program was developed in response to a 1987 rate docket order from the Connecticut Department of Public Utility Control (DPUC) to Connecticut Light Power Co., an operating subsidiary of Northeast Utilities (NU). (Throughout this report, NU is referred to as the operator of the program.) This program, known as the Weatherization Residential Assistance Partnership, or WRAP, was configured utilizing input from a collaborative group of interested parties to the docket. It was agreed that this program would be put forth by the electric utility, but would not ignore oil and gas savings (thus, it was to be fuel- blind''). The allocated cost of conservation services for each fuel source, however, should be cost effective. It was to be offered to those utility customers at or below 200 percent of the federal poverty levels, and provide a wide array of energy saving measures directed toward heating, water heating and lighting. It was felt by the collaborative group that this program would raise the level of expenditures per participant for weatherization services provided by the state, and by linking to and revising the auditing process for weatherization, would lower the audit unit cost. The program plans ranged from the offering of low-cost heating, water heating and infiltration measures, increased insulation levels, carpentry and plumbing services, to furnace or burner replacement. The program was configured to allow for very comprehensive weatherization and heating system servicing.

Membangun Customer Loyalty Nasabah Bank melalui Customer Satisfaction

OpenAIRE

Sumarto, Sumarto

2007-01-01

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

Enhancing customer value

International Nuclear Information System (INIS)

Gabel, B.

1996-01-01

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

Residential greenhouse

Energy Technology Data Exchange (ETDEWEB)

1985-02-01

The following report examines the technical and economic viability of residential greenhouse additions in Whitehorse, Yukon. The greenhouse was constructed using the south facing wall of an existing residence as a common wall. Total construction costs were $18,000, including labour. Annual fuel demand for the residence has been reduced by about 10 per cent for an annual saving of $425. In addition, produce to the value of $1,000 is grown annually in the greenhouse for domestic consumption and commercial resale. Typically the greenhouse operates for nine months each year. There is a net thermal loss during the months of November, December and January as a result of the large area of glazing. As well as supplementing the heating supply solar greenhouses can provide additional cash crops which can be used to offset the cost of construction. Humidity problems are minimal and can be dealt with by exhausting high humidity air. One system which has been considered for the greenhouse is to use a standard residential heat pump to remove excess moisture and to pump heat into the house. This would have a secondary benefit of excluding the need to circulate greenhouse air through the house. Thus any allergenic reactions to the greenhouse air would be prevented. 8 refs., 3 figs, 2 tabs.

Classification of High-Rise Residential Building Facilities: A Descriptive Survey on 170 Housing Scheme in Klang Valley

Directory of Open Access Journals (Sweden)

Abd Wahab Siti Rashidah Hanum

2016-01-01

Full Text Available High-rise residential building is a type of housing that has multi-dwelling units built on the same land. This type of housing has become popular each year in urban area due to the increasing cost of land. There are several common facilities provided in high-rise residential building. For example playground, swimming pool, gymnasium, 24 hours security system such as CCTV, access card and so on. Thus, maintenance works of the common facilities must be well organised. The purpose of this paper is to identify the classification of facilities provided at high rise residential building. The survey was done on 170 high-rise residential schemes by using stratified random sampling technique. The scope of this research is within Klang Valley area. This area is rapidly developed with high-rise residential building. The objective of this survey is to list down all the facilities provided in each sample of the schemes. The result, there are nine classification of facilities provided for high-rise residential building.

Patterns to Enable Mass-Customized Business Process Monitoring

NARCIS (Netherlands)

Jochem Vonk; dr Marco Comuzzi; dr. Samuil Angelov

2012-01-01

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

Patterns to enable mass-customized business process monitoring

NARCIS (Netherlands)

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

2012-01-01

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

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

Directory of Open Access Journals (Sweden)

Naser Azad

2013-04-01

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

Resource handbook for low-income residential retrofits

Energy Technology Data Exchange (ETDEWEB)

Callaway, J.W.; Brenchley, D.L.; Davis, L.J.; Ivey, D.L.; Smith, S.A.; Westergard, E.J.

1987-04-01

The purpose of the handbook is to provide technical assistance to state grantees participating in the Partnerships in Low-Income Residential Retrofit (PILIRR) Program. PILIRR is a demonstration program aimed at identifying innovative, successful approaches to developing public and private support for weatherization of low-income households. The program reflects the basic concept that responsibility for financial support for conservation activities such as low-income residential retrofitting is likely to gradually shift from the DOE to the states and the private sector. In preparing the handbook, PNL staff surveyed over 50 programs that provide assistance to low-income residents. The survey provided information on factors that contribute to successful programs. PNL also studied the winning PILIRR proposals (from the states of Florida, Iowa, Kentucky, Oklahoma and Washington) and identified the approaches proposed and the type of information that would be most helpful in implementing these approaches.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Development and Demonstration of the Open Automated Demand Response Standard for the Residential Sector

Energy Technology Data Exchange (ETDEWEB)

Herter, Karen; Rasin, Josh; Perry, Tim

2009-11-30

The goal of this study was to demonstrate a demand response system that can signal nearly every customer in all sectors through the integration of two widely available and non- proprietary communications technologies--Open Automated Demand Response (OpenADR) over lnternet protocol and Utility Messaging Channel (UMC) over FM radio. The outcomes of this project were as follows: (1) a software bridge to allow translation of pricing signals from OpenADR to UMC; and (2) a portable demonstration unit with an lnternet-connected notebook computer, a portfolio of DR-enabling technologies, and a model home. The demonstration unit provides visitors the opportunity to send electricity-pricing information over the lnternet (through OpenADR and UMC) and then watch as the model appliances and lighting respond to the signals. The integration of OpenADR and UMC completed and demonstrated in this study enables utilities to send hourly or sub-hourly electricity pricing information simultaneously to the residential, commercial and industrial sectors.

Analyzing Residential End-Use Energy Consumption Data to Inform Residential Consumer Decisions and Enable Energy Efficiency Improvements

Science.gov (United States)

Carlson, Derrick R.

While renewable energy is in the process of maturing, energy efficiency improvements may provide an opportunity to reduce energy consumption and consequent greenhouse gas emissions to bridge the gap between current emissions and the reductions necessary to prevent serious effects of climate change and will continue to be an integral part of greenhouse gas emissions policy moving forward. Residential energy is a largely untapped source of energy reductions as consumers, who wish to reduce energy consumption for monetary, environmental, and other reasons, face barriers. One such barrier is a lack of knowledge or understanding of how energy is consumed in a home and how to reduce this consumption effectively through behavioral and technological changes. One way to improve understanding of residential energy consumption is through the creation of a model to predict which appliances and electronics will be present and significantly contribute to the electricity consumption of a home on the basis of various characteristics of that home. The basis of this model is publically available survey data from the Residential Energy Consumption Survey (RECS). By predicting how households are likely to consume energy, homeowners, policy makers, and other stakeholders have access to valuable data that enables reductions in energy consumption in the residential sector. This model can be used to select homes that may be ripe for energy reductions and to predict the appliances that are the basis of these potential reductions. This work suggests that most homes in the U.S. have about eight appliances that are responsible for about 80% of the electricity consumption in that home. Characteristics such as census region, floor space, income, and total electricity consumption affect which appliances are likely to be in a home, however the number of appliances is generally around 8. Generally it takes around 4 appliances to reach the 50% threshold and 12 appliances to reach 90% of electricity

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

Directory of Open Access Journals (Sweden)

Umbas KRISNANTO

2017-06-01

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

Beyond the Voice of the Customer

DEFF Research Database (Denmark)

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

2012-01-01

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

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

OpenAIRE

Jiwoong Shin; K. Sudhir; Dae-Hee Yoon

2012-01-01

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

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.

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.

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.

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.

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.

Matching Value Propositions with Varied Customer Needs

DEFF Research Database (Denmark)

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

2018-01-01

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

Quality Customer Service Action Plan

International Nuclear Information System (INIS)

2008-12-01

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

Customizing Curriculum with Digital Resources

Science.gov (United States)

Miller, Jeffrey

2011-01-01

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

Non-Hardware ("Soft") Cost-Reduction Roadmap for Residential and Small Commercial Solar Photovoltaics, 2013-2020

Energy Technology Data Exchange (ETDEWEB)

Ardani, K.; Seif, D.; Margolis, R.; Morris, J.; Davidson, C.; Truitt, S.; Torbert, R.

2013-08-01

The objective of this analysis is to roadmap the cost reductions and innovations necessary to achieve the U.S. Department of Energy (DOE) SunShot Initiative's total soft-cost targets by 2020. The roadmap focuses on advances in four soft-cost areas: (1) customer acquisition; (2) permitting, inspection, and interconnection (PII); (3) installation labor; and (4) financing. Financing cost reductions are in terms of the weighted average cost of capital (WACC) for financing PV system installations, with real-percent targets of 3.0% (residential) and 3.4% (commercial).

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.

State energy price projections for the residential sector, 1992--1993

International Nuclear Information System (INIS)

1992-01-01

The purpose of this report, State Energy Price Projections for the Residential Sector, 1992--1993, is to provide projections of State-level residential prices for 1992 and 1993 for the following fuels: electricity, natural gas, heating oil, liquefied petroleum gas (LPG), kerosene, and coal. Prices for 1991 are also included for comparison purposes. This report also explains the methodology used to produce these estimates and the limitations

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.

Residential environmental evaluation of local cities considering regional characteristic and personal residential preference-a case study of Saga City,Japan

Institute of Scientific and Technical Information of China (English)

GE Jian; HOKAO Kazunori

2004-01-01

Questionnaire surveys and subjective evaluations on residential environment were performed in order to grasp the main factors of residential environment of small local cities. The suitable evaluation index system was established, and the regional residential environment characteristics and personal residential preference types were analyzed, so that their influence on residential environment evaluation could be grasped. The results can be applied to the residential environment planning, construction and monitoring of local cities.

Price, environment and security: Exploring multi-modal motivation in voluntary residential peak demand response

International Nuclear Information System (INIS)

Gyamfi, Samuel; Krumdieck, Susan

2011-01-01

Peak demand on electricity grids is a growing problem that increases costs and risks to supply security. Residential sector loads often contribute significantly to seasonal and daily peak demand. Demand response projects aim to manage peak demand by applying price signals and automated load shedding technologies. This research investigates voluntary load shedding in response to information about the security of supply, the emission profile and the cost of meeting critical peak demand in the customers' network. Customer willingness to change behaviour in response to this information was explored through mail-back survey. The diversified demand modelling method was used along with energy audit data to estimate the potential peak load reduction resulting from the voluntary demand response. A case study was conducted in a suburb of Christchurch, New Zealand, where electricity is the main source for water and space heating. On this network, all water heating cylinders have ripple-control technology and about 50% of the households subscribe to differential day/night pricing plan. The survey results show that the sensitivity to supply security is on par with price, with the emission sensitivity being slightly weaker. The modelling results show potential 10% reduction in critical peak load for aggregate voluntary demand response. - Highlights: → Multiple-factor behaviour intervention is necessarily for effective residential demand response. → Security signals can achieve result comparable to price. → The modelling results show potential 10% reduction in critical peak load for aggregate voluntary demand response. → New Zealand's energy policy should include innovation and development of VDR programmes and technologies.

King customer forever: Customer satisfaction and beyond

Directory of Open Access Journals (Sweden)

Myuers James

2004-01-01

Full Text Available "King Customer!" So proclaimed the front cover of Business Week in a 1989 issue. At about the same time, "Rediscovering the Customer" was the title of a series of company vignettes in Fortune magazine. And a Wall Street Journal article asked, "For Customers, More Than Lip Service?" Combined, these three prestigious business publications reflected a new era in business firms perceptions of their customers and the role they should play in the formulation of company strategies and priorities. Had the "Era of the Customer" finally arrived in American business? .

The bottom line: an ethnography of for-profit elderly residential care

OpenAIRE

Greener, Joe

2011-01-01

In the last 20 years the UK’s elderly residential care system has become progressively more privatised with an increase in the number of for-profit organisations delivering these services. This study is a participant observation of care work in one privatised elderly residential care home (‘Meadowvale’), owned and operated by a large provider of such services (‘Moonlight Care’). It provides a rich ethnographic depiction of life at Meadowvale both from the point of view of the workers and the ...

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

OpenAIRE

Melnyk, Valentina; Osselaer, Stijn; Bijmolt, Tammo

2009-01-01

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

Children With Intellectual Disability and Hospice Utilization: The Moderating Effect of Residential Care.

Science.gov (United States)

Lindley, Lisa C

2017-01-01

Children with intellectual disability commonly lack access to pediatric hospice care services. Residential care may be a critical component in providing access to hospice care for children with intellectual disability. This research tested whether residential care intensifies the relationship between intellectual disability and hospice utilization (ie, hospice enrollment, hospice length of stay), while controlling for demographic characteristics. Multivariate regression analyses were conducted using 2008 to 2010 California Medicaid claims data. The odds of children with intellectual disability in residential care enrolling in hospice care were 3 times higher than their counterparts in their last year of life, when controlling for demographics. Residential care promoted hospice enrollment among children with intellectual disability. The interaction between intellectual disability and residential care was not related to hospice length of stay. Residential care did not attenuate or intensify the relationship between intellectual disability and hospice length of stay. The findings highlight the important role of residential care in facilitating hospice enrollment for children with intellectual disability. More research is needed to understand the capability of residential care staff to identify children with intellectual disability earlier in their end-of-life trajectory and initiate longer hospice length of stays.

[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

Manage customer-centric innovation--systematically.

Science.gov (United States)

Selden, Larry; MacMillan, Ian C

2006-04-01

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

Control strategies and cycling demands for Li-ion storage batteries in residential micro-cogeneration systems

International Nuclear Information System (INIS)

Darcovich, K.; Kenney, B.; MacNeil, D.D.; Armstrong, M.M.

2015-01-01

Highlights: • Canadian home energy system modeled with PV, ICE CHP, battery and power grid. • Battery function is modeled on fundamental electrochemical principles. • Techno-economics of control strategies assessed. • Impact of control strategies battery cycles is developed for wear analysis. • Non-monotonic nature of battery cycles with transient renewables is discussed. - Abstract: Energy storage units have become important components in residential micro-cogeneration (MCG) systems. As MCG systems are often connected to single residences or buildings in a wide variety of settings, they are frequently unique and highly customized. Lithium-ion batteries have recently gained some profile as energy storage units of choice, because of their good capacity, high efficiency, robustness and ability to meet the demands of typical residential electrical loads. In the present work, modeled scenarios are explored which examine the performance of a MCG system with an internal combustion engine, photovoltaic input and a Li-ion storage battery. An electricity demand profile from new data collected in Ottawa, Canada is used to provide a full year energy use context for the analyses. The demands placed on the battery are examined to assess the suitability of the battery size and performance, as well as control related functionalities which reveal significantly varying battery use, and led to a quantitative expression for equivalent cycles. The energy use simulations are derived from electrochemical fundamentals adapted for a larger battery pack. Simulation output provides the basis for techno-economic commentary on how to assess large-scale Li-ion batteries for effective electrical storage purposes in MCG systems, and the impact of the nature of the control strategy on the battery service life

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

Directory of Open Access Journals (Sweden)

Hansel Jonathan

2013-09-01

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

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

OpenAIRE

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

2013-01-01

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

12 CFR 541.23 - Residential real estate.

Science.gov (United States)

2010-01-01

... 12 Banks and Banking 5 2010-01-01 2010-01-01 false Residential real estate. 541.23 Section 541.23... AFFECTING FEDERAL SAVINGS ASSOCIATIONS § 541.23 Residential real estate. The terms residential real estate... home used in part for business); (c) Other real estate used for primarily residential purposes other...

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.

Risks from Radon: Reconciling Miner and Residential Epidemiology

International Nuclear Information System (INIS)

Chambers, Douglas B.; Harley, Naomi H.

2008-01-01

Everyone is exposed to radon, an inert radioactive gas that occurs naturally and is present everywhere in the atmosphere. The annual dose from radon and its (short-lived) decay products is typically about one-half of the dose received by members of the public from all natural sources of ionizing radiation. Data on exposures and consequent effects have recently been reviewed by the National Council on Radiation Protection and Measurements (NCRP) and the United Nations Scientific Committee on the Effects of Atomic Radiation (UNSCEAR). Studies of underground miners provides a well-established basis for estimating risks from occupational exposures to radon and for studying factors that may affect the dose response relationship such as the reduction of risk (coefficients) with increasing time since exposure. Miners' studies previously formed the basis for estimating risks to people exposed to radon at home, with downward extrapolation from exposures in mines to residential levels of radon. Presently, the risk estimates from residential studies are adequate to estimate radon risks in homes. Although there are major uncertainties in extrapolating the risks of exposure to radon from the miner studies to assessing risks in the home, there is remarkably good agreement between the average of risk factors derived from miner studies and those from pooled residential case-control studies. There are now over 20 analytical studies of residential radon and lung cancer. These studies typically assess the relative risk from exposure to radon based on estimates of residential exposure over a period of 25 to 30 years prior to diagnosis of lung cancer. Recent pooled analyses of residential case-control studies support a small but detectable lung cancer risk from residential exposure, and this risk increases with increasing concentrations. The excess relative risk of lung cancer from long-term residential exposure is about the same for both smokers and non-smokers; however, because the

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

Science.gov (United States)

Binsar Kristian P., Feliks Anggia; Panjaitan, Hotman

2014-01-01

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

The Use of CRM for Customer Management at Cellular Telecommunications Industry

OpenAIRE

Puspa, Ayu Kartika

2013-01-01

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

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.)

A Measurement of Civil Engineering Customer Satisfaction.

Science.gov (United States)

1987-09-01

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

Residential cogeneration systems: review of the current technology

International Nuclear Information System (INIS)

Onovwiona, H.I.; Ugursal, V.I.

2006-01-01

There is a growing potential for the use of micro-cogeneration systems in the residential sector because they have the ability to produce both useful thermal energy and electricity from a single source of fuel such as oil or natural gas. In cogeneration systems, the efficiency of energy conversion increases to over 80% as compared to an average of 30-35% for conventional fossil fuel fired electricity generation systems. This increase in energy efficiency can result in lower costs and reduction in greenhouse gas emissions when compared to the conventional methods of generating heat and electricity separately. Cogeneration systems and equipment suitable for residential and small-scale commercial applications like hospitals, hotels or institutional buildings are available, and many new systems are under development. These products are used or aimed for meeting the electrical and thermal demands of a building for space and domestic hot water heating, and potentially, absorption cooling. The aim of this paper is to provide an up-to-date review of the various cogeneration technologies suitable for residential applications. The paper considers the various technologies available and under development for residential, i.e. single-family ( e ) and multi-family (10-30kW t ) applications, with focus on single-family applications. Technologies suitable for residential cogeneration systems include reciprocating internal combustion engine, micro-turbine, fuel cell, and reciprocating external combustion Stirling engine based cogeneration systems. The paper discusses the state of development and the performance, environmental benefits, and costs of these technologies. (author)

Smart density: A more accurate method of measuring rural residential density for health-related research.

Science.gov (United States)

Owens, Peter M; Titus-Ernstoff, Linda; Gibson, Lucinda; Beach, Michael L; Beauregard, Sandy; Dalton, Madeline A

2010-02-12

Studies involving the built environment have typically relied on US Census data to measure residential density. However, census geographic units are often unsuited to health-related research, especially in rural areas where development is clustered and discontinuous. We evaluated the accuracy of both standard census methods and alternative GIS-based methods to measure rural density. We compared residential density (units/acre) in 335 Vermont school neighborhoods using conventional census geographic units (tract, block group and block) with two GIS buffer measures: a 1-kilometer (km) circle around the school and a 1-km circle intersected with a 100-meter (m) road-network buffer. The accuracy of each method was validated against the actual residential density for each neighborhood based on the Vermont e911 database, which provides an exact geo-location for all residential structures in the state. Standard census measures underestimate residential density in rural areas. In addition, the degree of error is inconsistent so even the relative rank of neighborhood densities varies across census measures. Census measures explain only 61% to 66% of the variation in actual residential density. In contrast, GIS buffer measures explain approximately 90% of the variation. Combining a 1-km circle with a road-network buffer provides the closest approximation of actual residential density. Residential density based on census units can mask clusters of development in rural areas and distort associations between residential density and health-related behaviors and outcomes. GIS-defined buffers, including a 1-km circle and a road-network buffer, can be used in conjunction with census data to obtain a more accurate measure of residential density.

Smart density: a more accurate method of measuring rural residential density for health-related research

Directory of Open Access Journals (Sweden)

Gibson Lucinda

2010-02-01

Full Text Available Abstract Background Studies involving the built environment have typically relied on US Census data to measure residential density. However, census geographic units are often unsuited to health-related research, especially in rural areas where development is clustered and discontinuous. Objective We evaluated the accuracy of both standard census methods and alternative GIS-based methods to measure rural density. Methods We compared residential density (units/acre in 335 Vermont school neighborhoods using conventional census geographic units (tract, block group and block with two GIS buffer measures: a 1-kilometer (km circle around the school and a 1-km circle intersected with a 100-meter (m road-network buffer. The accuracy of each method was validated against the actual residential density for each neighborhood based on the Vermont e911 database, which provides an exact geo-location for all residential structures in the state. Results Standard census measures underestimate residential density in rural areas. In addition, the degree of error is inconsistent so even the relative rank of neighborhood densities varies across census measures. Census measures explain only 61% to 66% of the variation in actual residential density. In contrast, GIS buffer measures explain approximately 90% of the variation. Combining a 1-km circle with a road-network buffer provides the closest approximation of actual residential density. Conclusion Residential density based on census units can mask clusters of development in rural areas and distort associations between residential density and health-related behaviors and outcomes. GIS-defined buffers, including a 1-km circle and a road-network buffer, can be used in conjunction with census data to obtain a more accurate measure of residential density.

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.

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.

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.

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.

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.

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.

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.

Performance-based potential for residential energy efficiency

Energy Technology Data Exchange (ETDEWEB)

Performance-based potential for residential energy efficiency

2013-01-15

Energy performance contracts (EPCs) have proven an effective mechanism for increasing energy efficiency in nearly all sectors of the economy since their introduction nearly 30 years ago. In the modern form, activities undertaken as part of an EPC are scoped and implemented by experts with specialized technical knowledge, financed by commercial lenders, and enable a facility owner to limit risk and investment of time and resources while receiving the rewards of improved energy performance. This report provides a review of the experiences of the US with EPCs and discusses the possibilities for the residential sector to utilize EPCs. Notably absent from the EPC market is the residential segment. Historically, research has shown that the residential sector varies in several key ways from markets segments where EPCs have proven successful, including: high degree of heterogeneity of energy use characteristics among and within households, comparatively small quantity of energy consumed per residence, limited access to information about energy consumption and savings potential, and market inefficiencies that constrain the value of efficiency measures. However, the combination of recent technological advances in automated metering infrastructure, flexible financing options, and the expansion of competitive wholesale electricity markets to include energy efficiency as a biddable supply-side resource present an opportunity for EPC-like efforts to successfully engage the residential sector, albeit following a different model than has been used in EPCs traditionally.(Author)

18 CFR 154.111 - Index of customers.

Science.gov (United States)

2010-04-01

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

STRATEGI CUSTOMER RELATIONSHIP MARKETING TERHADAP LOYALITAS PELANGGAN

Directory of Open Access Journals (Sweden)

Sri Setyo Iriani

2017-03-01

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

Customization: Ideal Varieties, Product Uniqueness and Price Competition

OpenAIRE

Oksana Loginova; X. Henry Wang

2009-01-01

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

ANTECEDENTS OF CUSTOMER RELATIONSHIP MANAGEMENT CAPABILITIES

Directory of Open Access Journals (Sweden)

Tuleu Daniela

2015-07-01

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

Customer loyalty in the South African long-term insurance industry

Directory of Open Access Journals (Sweden)

Leon du Plessis

2013-04-01

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

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.

Investigating the factors affecting the investment decision in residential development.

OpenAIRE

Narang, Somil

2007-01-01

The purpose of this project is to provide a rare insight into the motivation behind residential property investors when looking to purchase an apartment. The factors driving demand preferences for housing are constantly changing, difficult to measure, and often deemed to be a complex bundle of attributes. The project attempts to answer the following questions: What are the factors affecting the investment decision in a Residential Development? To identify the significance and weight of su...

Preventing customer defection and stimulating return of the lost customers

Directory of Open Access Journals (Sweden)

Senić Radoslav

2013-01-01

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

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

OpenAIRE

So, Jing Theng

2017-01-01

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

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.

Impact of residential PV adoption on Retail Electricity Rates

International Nuclear Information System (INIS)

Cai, Desmond W.H.; Adlakha, Sachin; Low, Steven H.; De Martini, Paul; Mani Chandy, K.

2013-01-01

The price of electricity supplied from home rooftop photo voltaic (PV) solar cells has fallen below the retail price of grid electricity in some areas. A number of residential households have an economic incentive to install rooftop PV systems and reduce their purchases of electricity from the grid. A significant portion of the costs incurred by utility companies are fixed costs which must be recovered even as consumption falls. Electricity rates must increase in order for utility companies to recover fixed costs from shrinking sales bases. Increasing rates will, in turn, result in even more economic incentives for customers to adopt rooftop PV. In this paper, we model this feedback between PV adoption and electricity rates and study its impact on future PV penetration and net-metering costs. We find that the most important parameter that determines whether this feedback has an effect is the fraction of customers who adopt PV in any year based solely on the money saved by doing so in that year, independent of the uncertainties of future years. These uncertainties include possible changes in rate structures such as the introduction of connection charges, the possibility of PV prices dropping significantly in the future, possible changes in tax incentives, and confidence in the reliability and maintainability of PV. -- Highlights: •Households who install PV reduce their electricity consumption from the grid. •Electricity rates must increase for utility companies to recover its fixed costs. •However, higher electricity rates give households more incentives to adopt PV. •We find that this feedback has significant impact on PV uptake only in later years. •Utility companies could lose a significant fraction of high consumption customers

24 CFR 40.2 - Definition of “residential structure”.

Science.gov (United States)

2010-04-01

... OWNED RESIDENTIAL STRUCTURES § 40.2 Definition of “residential structure”. (a) As used in this part, the term residential structure means a residential structure (other than a privately owned residential structure and a residential structure on a military reservation): (1) Constructed or altered by or on behalf...

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

Science.gov (United States)

Kondasani, Rama Koteswara Rao; Panda, Rajeev Kumar

2015-01-01

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

Headquarters Air Force Material Command Customer Relationship Management

Science.gov (United States)

2006-06-01

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

Service quality and perceived customer value in community pharmacies.

Science.gov (United States)

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

2018-01-01

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

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.

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.

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.

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

A duopoly model with heterogeneous congestion-sensitive customers

NARCIS (Netherlands)

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

2003-01-01

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

What and how about customer-driven product development

DEFF Research Database (Denmark)

Sommer, Anita Friis; Steger-Jensen, Kenn

2012-01-01

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

A duopoly model with heterogeneous congestion-sensitive customers.

NARCIS (Netherlands)

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

2007-01-01

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

A duopoly model with heterogeneous congestion-sensitive customers

NARCIS (Netherlands)

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

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

Pengaruh Customer Perceived Value Terhadap Customer Satisfaction PT. Xyz

OpenAIRE

Sucahyo, Martinus Wilman

2017-01-01

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

Data report for the Southwest Residential Experiment Station, January 1982

Energy Technology Data Exchange (ETDEWEB)

Lieberman, M.; Hai, O. Y.; Hocking, G.; Whitaker, C.

1982-02-23

Physical performance data obtained from the photovoltaic energy systems under test at the Southwest Residential Experiment Station in Las Cruces, New Mexico are tabulated and graphed for the month of January, 1982. Data drawn from the Residential Data System (RDS) appears in several formats. A one-page summary is provided as well as a more detailed hour-by-hour tabulation for an average day of the month. Energy histograms are provided, based on RDS data and recording kilowatt hour meters. The histograms also present horizontal and plane-of-array insolation data as well as comments that explain data and/or energy production anomalies. (LEW)

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

OpenAIRE

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

2013-01-01

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

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

Science.gov (United States)

Schechter, M

1994-08-01

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

12 CFR 573.5 - Annual privacy notice to customers required.

Science.gov (United States)

2010-01-01

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

Customization Issues

DEFF Research Database (Denmark)

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

2014-01-01

Implementation of mass customization and product configuration in companies requires fundamental considerations about how products can fulfil the demand from customers. In order to support such decision-making, a multi-level model for customization is developed. This model identifies four different...... levels of customization, ranging from the structure level at the bottom, through the performance level and the experience level, to the learning level at the top. The model also has a dual view with customers/demand at one side and product/supplier at the other side. It is a rather general model, which...... can be applied to many types of products, and typically, product designers must decide how far up in levels the customization should aim. In this paper, the four-level customization model is applied to wheel chairs....

Customer complaints and recovery effectiveness : A customer base approach

NARCIS (Netherlands)

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

2014-01-01

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

Power and Energy Management with Battery Storage for a Hybrid Residential PV-Wind System – A Case Study for Denmark

DEFF Research Database (Denmark)

Stroe, Daniel-Ioan; Zaharof, Andreea; Iov, Florin

2018-01-01

The energy generation paradigm is shifting from centralized fossil-fuel-based generation to distributed-based renewable generation. Thus, hybrid residential energy systems based on wind turbines, PV panels and/or micro-turbines are gaining more and more terrain. Nevertheless, such a system needs...... to be coupled with an energy storage solution, most often a battery, in order to mitigate its power generation variability and to ensure a stable and reliable operation. In this work, two power and energy management strategies for a hybrid residential PV-wind system with battery energy storage were evaluated....... Simple but customized performance models for PV modules and a small wind turbine have been developed; furthermore the models have been parameterized based on real-life time-series for irradiance and wind speed, characteristic for a site in Denmark. The stress to which the battery was subjected, while...

Multivariate analysis for customer segmentation based on RFM

Directory of Open Access Journals (Sweden)

Álvaro Julio Cuadros López

2018-02-01

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

Customer journey in B2B SaaS business models

OpenAIRE

Opanasenko, Mariia

2017-01-01

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

Customer Relationship Management (CRM dan Nilai Pelanggan terhadap Loyalitas Pelanggan

Directory of Open Access Journals (Sweden)

Budiman Budiman

2010-09-01

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

Financial incentive approaches for reducing peak electricity demand, experience from pilot trials with a UK energy provider

International Nuclear Information System (INIS)

Bradley, Peter; Coke, Alexia; Leach, Matthew

2016-01-01

Whilst tariff-based approaches to load-shifting are common in the residential sector, incentive-based approaches are rare. This is so, even though providing customers incentives to shape their power consumption patterns has substantial potential. This paper presents findings from an exploratory UK pilot study that trials financial payments and detailed energy feedback to incentivise load-shifting of residential electricity consumption. An intervention study was implemented measuring actual energy use by individual households as well as conducting surveys and interviews. From the trials it was found that the approaches resulted in reductions in peak time energy use. Evidence from the study found that the incentives-based approaches were able to overcome some of the barriers to response experienced in Time-of-Use studies, though less good on others. Interestingly, the height of the barriers varied by the electricity-using practice and the incentivising approach applied. The height of the barriers also varied by participant. The study concludes by identifying that broad participation in demand response is likely to require a suite of incentivising approaches that appeal to different people, a key policy finding of interest to international agencies, government, public and private sector entities. - Highlights: • Novel study of financial incentive approaches for shifting residential energy. • First academic paper comprehensively identifying barriers to time of use tariffs. • First study reporting barriers to financial incentive approaches for demand response. • Incentive study design can be applied by government and energy companies.

Customer satisfaction with the quality of the logistic services

Directory of Open Access Journals (Sweden)

Małgorzata Lisińska-Kuśnierz

2014-03-01

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

12 CFR 541.16 - Improved residential real estate.

Science.gov (United States)

2010-01-01

... 12 Banks and Banking 5 2010-01-01 2010-01-01 false Improved residential real estate. 541.16... REGULATIONS AFFECTING FEDERAL SAVINGS ASSOCIATIONS § 541.16 Improved residential real estate. The term improved residential real estate means residential real estate containing offsite or other improvements...

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

OpenAIRE

Nyberg, Emma; Soini, Mathias

2017-01-01

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

A vigorous approach to customer service.

Science.gov (United States)

Pollock, E K

1993-01-01

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

Hidden foreign trade and corruption on customers

Directory of Open Access Journals (Sweden)

Богдан Миколайович Головкін

2017-12-01

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

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

OpenAIRE

Jerry Marcellinus Logahan; Janita Sembiring Meliala; Iskandar Putong

2015-01-01

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

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

OpenAIRE

MALCOCI Marina; GONCEAR Tatiana

2015-01-01

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

Influence of Customer Focused Mission Statement on Customer Satisfaction

Directory of Open Access Journals (Sweden)

Chijioke Nwachukwu

2017-01-01

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

The relation between residential property and its surroundings and day- and night-time residential burglary

NARCIS (Netherlands)

Montoya, Lorena; Junger, Marianne; Ongena, Yfke

This article examines how residential property and its surroundings influence day- and night-time residential burglary. Crime Prevention Through Environmental Design (CPTED) principles of territoriality, surveillance, access control, target hardening, image maintenance, and activity support underpin

The Relation Between Residential Property and its Surroundings and Day- and Night-Time Residential Burglary

NARCIS (Netherlands)

Montoya, L.; Junger, Marianne; Ongena, Yfke

This article examines how residential property and its surroundings influence day- and night-time residential burglary. Crime Prevention Through Environmental Design (CPTED) principles of territoriality, surveillance, access control, target hardening, image maintenance, and activity support underpin

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

Science.gov (United States)

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

2001-01-01

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

Performance in Service Marketing from Philosophy to Customer Relationship Management

Directory of Open Access Journals (Sweden)

Victor Danciu

2007-08-01

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

Customer churn analysis in telecommunication sector

OpenAIRE

Şimşek Gürsoy, Umman Tuğba

2010-01-01

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

Practices around Customization of Standard Systems

DEFF Research Database (Denmark)

Dittrich, Yvonne; Vaucouleur, Sebastien

2008-01-01

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

14 CFR 212.8 - Protection of customers' payments.

Science.gov (United States)

2010-01-01

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

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.

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...

ASSESSING CUSTOMER SATISFACTION BASED ON QoS PARAMETERS

Directory of Open Access Journals (Sweden)

Alem Čolaković

2017-03-01

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

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

OpenAIRE

Harryani, Sri

2017-01-01

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

The influence of customer relationship management information on customer loyalty

OpenAIRE

Ignatovič, Eva

2009-01-01

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