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Journal articles on the topic 'Customer Centric Culture'

Author: Grafiati

Published: 4 June 2025

Last updated: 1 August 2025

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1

Bahri-Ammari, Nedra, and Khaldoon Nusair. "Key factors for a successful implementation of a customer relationship management technology in the Tunisian hotel sector." Journal of Hospitality and Tourism Technology 6, no. 3 (2015): 271–87. http://dx.doi.org/10.1108/jhtt-08-2014-0042.

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Purpose – This study aims to show the contribution of the determinants of customer relationship management (CRM), namely, customer-centric organizational culture and customer-centric management system, in explaining CRM performance. The moderating role of employee support has also been examined. Design/methodology/approach – A questionnaire was administered to 406 CRM users in 15 four- and five-star hotels in Tunisia. Data were analyzed using structural equation modeling. Findings – The results show that a consumer-centric managerial system positively affects CRM technology. Managerial system

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Salmanova, L. "THE INFLUENCE OF ORGANIZATIONAL CULTURE ON THE FORMATION OF CONSUMER LOYALTY." POLISH JOURNAL OF SCIENCE, no. 81 (December 23, 2024): 24–25. https://doi.org/10.5281/zenodo.14546238.

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The article explores the concept and essence of customer-centric organizational culture. Strategies for implementing customer-centric organizational culture are considered, and the connection between the implementation of customer-centric organizational culture and the formation of consumer loyalty is analyzed.

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Mboungou, Mouyabi Seke. "Navigating the chasm: Customer experience innovation in South Africa." i-manager’s Journal on Management 18, no. 4 (2024): 1. http://dx.doi.org/10.26634/jmgt.18.4.20673.

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This study aims to explore the current state of customer experience (CX) innovation in South Africa and its position within the chasm of the innovation curve. In a diverse market characterized by cultural and varying consumer preferences, the focus on CX innovation is essential for creating unique, memorable interactions between customers and brands. The paper explores the transformative journey from product-centric to customer-centric business strategies within the South African context, emphasizing the impact of organizational culture on customer interactions. By examining various industries

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Shavyrina, Irina, Inna Demenenko, and Elena Kravchenko. "Customer-Centric Organizational Culture of the University as a Factor of Efficient Social and Economic Development of the Region." SHS Web of Conferences 50 (2018): 01011. http://dx.doi.org/10.1051/shsconf/20185001011.

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The paper considers the customer-centric approach to the organizational culture of the university. The study of formation and development of customer-centric organizational culture of higher educational institutions as a factor of efficient social and economic development of the region is based on the designed diagnostic model of customer-centric organizational culture of the university encompassing the following group of components: degree of formation of customer-centric organizational culture at the university at various levels (ideological, regulatory, customer-facing); degree of students’

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Sasmita Rusnaini, Ariyanto M, Silvia Jessika, Widya Pratiwi, Eva Marlina, and Hamirul. "The Customer Experience Revolution: Building Brand Loyalty in the Age of Digital Disruption." Enigma in Economics 2, no. 1 (2024): 69–80. http://dx.doi.org/10.61996/economy.v2i1.57.

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The digital age has fundamentally transformed how customers interact with brands. This research investigates the critical role of customer experience (CX) in fostering brand loyalty amidst the disruptive landscape of digital technologies. A mixed-methods approach was employed. A quantitative survey (n=500) of consumers assessed CX dimensions and their impact on loyalty. Qualitative interviews (n=20) with CX professionals explored strategies for optimizing CX in the digital era. Statistical analyses (regression, factor analysis) were conducted on survey data, while thematic analysis was applied

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Loso Judijanto, Wendy Souisa, Arief Yanto Rukmana, Keni Kaniawati, and Okta karneli. "The Effect of Organizational Culture, Digital Marketing Strategy, Service Quality, and Environmental Sustainability on Customer Satisfaction of MSME products in Indonesia." Jurnal Riset Ekonomi Manajemen (REKOMEN) 6, no. 2 (2024): 181–96. http://dx.doi.org/10.31002/rekomen.v6i2.1177.

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This research investigates the various factors influencing customer satisfaction in Indonesia's context of Micro, Small, and Medium Enterprises (MSMEs). By examining the interaction between organizational culture, digital marketing strategy, service quality, and environmental sustainability, this study aims to explain how these elements collectively influence customer satisfaction. Data was collected from 300 Indonesian MSMEs and their customers and analyzed using Smart-PLS 4. The results showed a significant positive relationship between these factors and customer satisfaction. Organizational

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Chukwunweike Mokogwu, Godwin Ozoemenam Achumie, Adams Gbolahan Adeleke, Ifeanyi Chukwunonso Okeke, and Chikezie Paul-Mikki Ewim. "A strategic IT policy implementation model for enhancing customer satisfaction in digital markets." International Journal of Frontline Research and Reviews 3, no. 1 (2024): 020–37. http://dx.doi.org/10.56355/ijfrr.2024.3.1.0028.

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In the increasingly competitive landscape of digital markets, customer satisfaction is paramount for sustained business success. This paper proposes a Strategic IT Policy Implementation Model aimed at enhancing customer satisfaction by aligning IT policy development with customer-centric strategies. The model serves as a framework that integrates technological advancements with customer expectations, ensuring that IT policies effectively support business objectives and improve operational reliability. The proposed model emphasizes a holistic approach to IT policy formulation, incorporating sta

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Van Den Meutter, Pieter, Peter-Paul Van Heesewijk, and Björn Kirchner. "Revolutionising customer service: Shifting from order management to customer experience." Journal of Supply Chain Management, Logistics and Procurement 7, no. 1 (2024): 25. http://dx.doi.org/10.69554/oqrv5085.

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This paper aims to explore the critical transition from traditional customer service to a comprehensive customer experience (CX) approach. A Henkel Adhesive Technologies case study, it highlights how integrating a customer-centric mindset within the supply chain can significantly enhance business performance and customer satisfaction. The paper outlines Henkel’s journey in collaboration with Bluecrux to implement a CX-focused strategy, emphasising the importance of state-of-the-art technology, process optimisation and a people-centric culture. Readers will gain insights into the necessity of u

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Salmanova, L. "CUSTOMER CENTRICITY IN BUSINESS: IMPORTANCE AND METHODS OF IMPLEMENTATION." POLISH JOURNAL OF SCIENCE, no. 83 (February 19, 2025): 25–27. https://doi.org/10.5281/zenodo.14895215.

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Rowlinson, Sarah C., Timothy C. Burg, William C. Bridges, and Karen J. L. Burg. "Enhancing the Academic Innovation Culture by Incorporation of Customer-Centric Practices." Technology & Innovation 21, no. 1 (2019): 63–74. http://dx.doi.org/10.21300/21.1.2019.63.

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The traditional siloed academic environment and its attendant flow of information from "experts" to "novices" hinder the development of students' and faculty's asking and listening skills, which are an important part of turning ideas into impactful innovations. This manuscript describes the National Science Foundation/American Society for Engineering Education Innovation Corps for Learning (I-Corps® L) program and its associated evidence-based entrepreneurship methodology, which includes listening, asking, and updating valuation of a specific idea in response to learning the customer needs and

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Panda, Abinash, Rajen K. Gupta, and Satish K. Kalra. "Gurgaon Branch." Asian Case Research Journal 10, no. 01 (2006): 103–42. http://dx.doi.org/10.1142/s0218927506000764.

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Gurgaon Branch was a branch of a leading public sector bank in India. Though the bank was financially sound, there seemed to be a leadership crisis in this branch. The aggregate deposit had been consistently falling over the past three years. The branch had not been able to disburse fresh advances or recover outstanding advances. Moreover, the employees were unhappy with both the branch head and the accountant. This case is concerned with transforming the culture of a public sector bank's branch that has been plagued with officers-staff conflict, inter-union rivalry and bureaucratic culture an

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Onchiri, Nancy, Dr Grace Okello, and Dr Michael Ngala. "The Effects of Culture on the Profitability of Commercial Banks in Kenya." International Journal of Scientific and Management Research 07, no. 11 (2024): 171–75. http://dx.doi.org/10.37502/ijsmr.2024.71115.

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Culture profoundly shapes organizational effectiveness and profitability in Kenya's commercial banking sector. This study explores the interplay between organizational culture, national cultural factors, and customer culture in influencing bank performance. A customer-centric culture, motivated workforce, and participative leadership enhance customer satisfaction and loyalty, contributing to profitability. Similarly, national cultural traits like trust, risk aversion, and ethnic diversity significantly influence banking practices. Furthermore, Kenya's tech-savvy consumer base demands convenien

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Oluwaseun Abiola Ajiva, Onyinye Gift Ejike, and Angela Omozele Abhulimen. "Addressing challenges in customer relations management for creative industries: Innovative solutions and strategies." International Journal of Applied Research in Social Sciences 6, no. 8 (2024): 1747–57. http://dx.doi.org/10.51594/ijarss.v6i8.1424.

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This review paper explores the critical challenges and innovative solutions in Customer Relations Management (CRM) within the creative industries. The paper begins with an overview of CRM's significance in these dynamic sectors, highlighting the unique characteristics and inherent difficulties, such as maintaining customer loyalty, managing diverse client expectations, and adapting to rapid trends. Technological advancements, including augmented reality (AR), virtual reality (VR), and blockchain technology, are examined as potential game-changers for enhancing CRM practices. The paper also del

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Soliman, Eliand Rey C. "Business Sustainability in a Telecollection Agency: A Sequential Exploratory Analysis." International Multidisciplinary Journal of Research for Innovation, Sustainability and Excellece (IMJRISE) 1, no. 9 (2024): 244–47. https://doi.org/10.5281/zenodo.13827018.

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<strong>Abstract</strong>   This study examines the factors contributing to the sustainability of a family-owned telecollection agency in a highly urbanized city in the Philippines. Using a Sequential Exploratory Design, the study combines qualitative narratives from the couple owners of the agency and quantitative data from 315 employees. Four key themes were identified: strategic vision, employee engagement, technological integration, and customer-centric culture. Structural Equation Modeling (SEM) was used to analyze the quantitative data, revealing significant relationships between th

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Bharwani, Sonia, and David Mathews. "Customer service innovations in the Indian hospitality industry." Worldwide Hospitality and Tourism Themes 8, no. 4 (2016): 416–31. http://dx.doi.org/10.1108/whatt-04-2016-0020.

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Purpose The hospitality industry the world over is transforming from a product-focused, physical-asset-intensive business to a customer-focused, experience-centric one. This research aims at evolving a typology of customer-centric hospitality innovations. It attempts to explicitly capture the intrinsic DNA of hospitality innovations in the Indian context by exemplifying the typology posited with customer service innovations adopted by contemporary hoteliers that provide new ways of managing and enhancing customer experience. Design/methodology/approach This study is based on primary research t

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Sheth, Jagdish, Varsha Jain, and Anupama Ambika. "Repositioning the customer support services: the next frontier of competitive advantage." European Journal of Marketing 54, no. 7 (2020): 1787–804. http://dx.doi.org/10.1108/ejm-02-2020-0086.

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Purpose This paper aims to analyze the present status of customer support services (CSS) and advocate the re-positioning of support services from an administrative cost center to a strategic profit center. Authors demonstrate how customer support or after sales services can be a source of competitive advantage and revenue generation for firms. Design/methodology/approach The study adopts a conceptual approach grounded in theoretical foundations of service dominant logic, customer loyalty and customer centricity along with practical illustrations from the industry. Findings Following the tenets

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BOGATYREVA, T. G., and S. E. MARTYNOVA. "IMPLEMENTATION OF CUSTOMER-CENTRIC VALUES IN THE GOVERNMENT WORK: CONCEPTUAL APPROACHES AND TOOLS." Central Russian Journal of Social Sciences 17, no. 3 (2022): 42–70. http://dx.doi.org/10.22394/2071-2367-2022-17-3-42-70.

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The purpose of the article is to analyze the possibilities of transforming the professional culture of civil servants into the mainstream of customer centricity under the influence of modern trends in public administration reform. A special attention is paid to systematization of mechanisms that can be used to develop a modern professional culture of the civil service, especially from the customer centricity standpoint. The analysis of scientific and professional sources from the standpoint of reflecting in them the conceptual and instrumental aspects of the formation of the professional cultu

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Nguyen, My Thanh. "Some solutions to improve comprehensive quality management at Vietnamese commercial banks." Journal of Development and Integration, no. 76 (July 1, 2024): 20–27. http://dx.doi.org/10.61602/jdi.2024.76.03.

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Facing intensifying competition from domestic and foreign banks, enhancing service quality and customer satisfaction is a prerequisite for Vietnamese commercial banks (VCBs) to ensure sustainable development. Total Quality Management (TQM) has emerged as a breakthrough solution, providing the key to success in this challenging landscape for all organizations, regardless of industry.TQM is a management model that starts with leadership commitment, through communication and the involvement of all members of the organization to build a customer-centric culture together, towards the common goal of

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Al-Zyadat, Akif Yousef, and Ayed Al-Zyadat. "Examining New Product Financial Performance Through Marketing Intelligence Quality, Customer Interaction Capabilities and Customer-Centric Commitment on Jordan’s Micro Retail Fashions." International Journal of Marketing Studies 10, no. 2 (2018): 95. http://dx.doi.org/10.5539/ijms.v10n2p95.

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The purpose of this paper is to examine and test the mediator of customer interaction capabilities in relationship with quality market intelligence (MIQ) and customer centric commitment (CCC) with the new products performance (NPP). This paper chooses 184 micro retail fashions and examines the relationship of MIQ, CCC with CIC and NPP. The findings indicate that MIQ only affects the NPP, while the CCC is not. Nonetheless, CIC actually mediate the relationship between MIQ and CCC with NPP. By examining the diverse learning literature market, CRM, NPD and entrepreneurship, this paper offers a un

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Nnenna Ijeoma Okeke, Olufunke Anne Alabi, Abbey Ngochindo Igwe, Onyeka Chrisanctus Ofodile, and Chikezie Paul-Mikki Ewim. "Customer-Centric quality management: A framework for organizational excellence in SMEs." International Journal of Management & Entrepreneurship Research 6, no. 10 (2024): 3517–40. http://dx.doi.org/10.51594/ijmer.v6i10.1659.

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In an era where customer expectations are continually evolving, Small and Medium Enterprises (SMEs) must adopt innovative quality management practices to achieve organizational excellence. This review presents a customer-centric quality management framework designed specifically for SMEs, emphasizing the pivotal role of customer satisfaction in enhancing operational efficiency, product quality, and overall business performance. The framework is built on the premise that customer feedback and engagement are integral to quality management processes. By prioritizing customer needs and expectation

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Karzan Qader Hamad and Taban Kanabi Yaba. "The Impact of Customer Relationship Management on Enhancing Customer Contentment: A Case study of Insurance companies’ Policyholders in Erbil City." Tikrit Journal of Administrative and Economic Sciences 20, no. 65, part 1 (2024): 277–91. http://dx.doi.org/10.25130/tjaes.20.65.1.16.

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This study seeks to determine the effect of customer relationship management on customer retention using customer satisfaction as a moderating variable. Companies are always looking for ways to satisfy their customers and retain them as well as attract new ones. One of the ways through which all of this is achieved is through customer relationship management. The data for this study was collected from 163 of insurance companies’ policyholders in Erbil city. By applying a regression analysis model, the study upheld that customer relationship management has a significant positive impact on insur

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Milivojevic, Dusan. "Role of Service Leadership in Modeling Customer - Centric Organizational Culture that Promote Excellent Service." International Journal of Science and Research (IJSR) 11, no. 11 (2022): 937–40. http://dx.doi.org/10.21275/sr221114214033.

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Journal, IJSREM. "Comprehensive Insights into Service Quality Dimensions Exploring the Key Factors." INTERANTIONAL JOURNAL OF SCIENTIFIC RESEARCH IN ENGINEERING AND MANAGEMENT 08, no. 02 (2024): 1–13. http://dx.doi.org/10.55041/ijsrem28569.

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This article explores the critical role of service quality in customer satisfaction and loyalty across industries. It provides an overview of key dimensions like reliability, assurance, tangibles, empathy, and responsiveness. Understanding these dimensions is essential for meeting customer expectations. Factors influencing service quality perception, evaluation methods, and tools are discussed. Strategies for enhancing service quality include employee training, technology utilization, personalization, fostering a customer-centric culture, facility investment, and establishing clear service gua

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Dr. Rakesh Kumar Reader. "Adapting Customer Experience Strategies in the Digital Age: A study." International Journal for Research Publication and Seminar 6, no. 6 (2015): 129–34. http://dx.doi.org/10.36676/jrps.v6.i6.1548.

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Creating effective customer experience strategies in the digital era necessitates a dynamic approach that incorporates the evolving digital landscape and consumer behaviors. This study aims to explore the multifaceted nature of customer experience strategies in the context of digital transformation, emphasizing the integration of technology, data analytics, and personalized interactions. Through qualitative and quantitative research, including case studies of leading firms and surveys of consumer responses, we identify key trends that are shaping customer expectations and experiences online. T

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Ullah, Inayat, and Rakesh Narain. "The Impact of Customer Relationship Management and Organizational Culture on Mass Customization Capability and Firm Performance." International Journal of Customer Relationship Marketing and Management 11, no. 3 (2020): 60–81. http://dx.doi.org/10.4018/ijcrmm.2020070104.

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In today's world of heightened competition and ever-growing demand of customers, the development of customer-centric and learning-oriented culture, mass customization capability (MCC), and effective implementation of customer relationship management (CRM) are important determinants of success, but the existing research has largely overlooked how these factors interact and affect firm performance (FP). To address the gap, the present study proposes and empirically examines a framework that relates CRM and organizational culture (OC) to MCC and FP. Based on the data collected through a questionn

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Avdiaj, Gentiana. "FINANCIAL IMPACT OF CUSTOMER EXPERIENCE MANAGEMENT - EVIDENCE FROM KOSOVO BANKING MARKET." Knowledge International Journal 32, no. 1 (2019): 81–85. http://dx.doi.org/10.35120/kij320181a.

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Customers are becoming increasingly sophisticated in their expectations. Customers are seeking engaging experiences that stimulate, entertain, educate and/or challenge. In the minds of customers brands that can provide such experiences are clearly more valuable as compared to brands that don’t was written in the research paper of Schmitt in year 1999.Consistent delivery of outstanding service has become a must for every organization. Customer experience is considered as a key determinant of customer satisfaction and loyalty and with high impact on the financial growth of the organization. With

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Kamjula, Neelima. "COSTCO USA's STORY IS AN IDEAL INSPIRATION TO THE RETAIL BUSINESS." Journal of Modern Management & Entrepreneurship 15, no. 02 (2025): 157–59. https://doi.org/10.62823/jmme/15.02.7611.

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This article is a case study of Costco USA. This research paper investigates observations made during visits to Costco USA, courses on the company life cycle in brief, and customer interaction techniques. The study takes a qualitative method to analyse several characteristics of the organization. Costco's unique membership strategy and its effect on consumer loyalty and satisfaction. The insights reveal transformational leadership strategies that enable the organization accelerate culture change and foster a collaborative work environment. It also emphasizes the value-driven price choices of p

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Atul, Ramgade, Kumar Atul, and Brar Vinaydeep. "Impact of customer intimacy on customer loyalty, retention and sustaining revenue for the organization." International Journal of Food and Nutritional Sciences 11, no. 8 (2022): 1261–67. https://doi.org/10.5281/zenodo.7573765.

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In Today’s competitive world Customer intimacy have become a necessary act as compared to the past because the business is getting more and more tougher which was never in the past, today the channels of Sales and marketing are almost 50% more expensive than some years ago, currently the buyers have more power than any other time in the history of free market. When it comes to Customer intimacy it goes beyond talking to the customers. It is a two-way connection and the perception of the customers matters a lot. Most of the Industries today have also realised

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Leonardo Sihombing and Herman Dinus. "Analysis of Business Development Strategies in Increasing Customer Trust." Journal on Economics, Management and Business Technology 2, no. 2 (2024): 84–92. https://doi.org/10.35335/jembut.v2i2.209.

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This research investigates the pivotal role of business development strategies in increasing customer trust within contemporary market environments. Through a comprehensive analysis of data collected using a mixed-methods approach, the study examines the efficacy of various strategies, including customer-centricity, transparency, and ethical conduct, in fostering trust-based relationships. Findings reveal that businesses that prioritize customer-centric practices, transparency in communication, and ethical conduct are more successful in cultivating trust among their customers. These insights a

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Ravindra Safitra Hidayat, Selamat Riyadi, Heru Nugroho, and Dadet Sugiarto. "The Relationship Between Competitive Advantage, Customer Focus Strategy, And Customer Satisfaction In The Service Industry." International Conference on Education, Social Sciences and Technology (ICESST) 3, no. 2 (2025): 229–54. https://doi.org/10.55606/icesst.v3i2.454.

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This study explores the intricate interplay between competitive advantage, customer focus strategies, and customer satisfaction within the service industry, emphasizing a human-centered approach to organizational development. Through a comprehensive literature review, the research highlights the transformative potential of aligning strategic initiatives with human values and emotional resonance. It underscores the importance of cultivating meaningful relationships with customers to create sustainable competitive advantages that extend beyond traditional economic metrics. The findings reveal th

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Chau Thi Le, Duyen, Liem Nguyen Thanh, and Linh Huynh Giao. "Relationship between corporate culture, service quality, and customer satisfaction of food and beverage franchise enterprises." F1000Research 14 (March 5, 2025): 267. https://doi.org/10.12688/f1000research.154431.1.

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Background This study examines the intricate relationship between corporate culture, service quality, and customer satisfaction in franchise businesses operating in the Mekong Delta region of Vietnam. Given the increasing significance of corporate culture in shaping business performance, this research aims to uncover its direct and indirect effects on customer satisfaction. Methods The study utilizes a dataset of 207 observations and employs a rigorous analytical framework. The methodology includes descriptive statistics, Cronbach’s Alpha for reliability assessment, Exploratory Factor Analysis

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Elva, Andreia Alves da Silva. "EFFECTIVE SALES STRATEGIES: HOW TO DEVELOP STRATEGIES TO INCREASE SALES AND IMPROVE CUSTOMER SATISFACTION." Revista ft 29, no. 146 (2025): 18–19. https://doi.org/10.69849/revistaft/fa10202505181718.

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This article explores the development of effective sales strategies aimed at increasing revenue and enhancing customer satisfaction. By examining a multifaceted approach that includes customer-centric practices, consultative selling, digital integration, ongoing employee training, and the promotion of a customer-oriented culture, the study demonstrates how strategic alignment between sales and customer experience can generate sustainable competitive advantages. Drawing on established academic research and real-world practices, the article highlights the importance of personalization, trust-bui

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Perez Cortés, Alfredo. "Enhancing Customer Experience: Trends, Strategies, and Technologies in Contemporary Business Contexts." SCT Proceedings in Interdisciplinary Insights and Innovations 2 (April 7, 2024): 235. http://dx.doi.org/10.56294/piii2024235.

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The article provides a comprehensive analysis of emerging trends, strategies, and technologies in customer service within the contemporary business landscape. It is based on a detailed and methodologically sound literature review, encompassing the latest trends in customer service as well as best practices employed by leading organizations. The importance of personalization in customer interactions, omnichannel strategies, and the integration of advanced technologies such as artificial intelligence and automation are highlighted. Employee training and the development of a customer-centric orga

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K, LOCHANA. "A Study on Customer Experience Management in The Digital Age at Savantec Automation." INTERNATIONAL JOURNAL OF SCIENTIFIC RESEARCH IN ENGINEERING AND MANAGEMENT 09, no. 04 (2025): 1–9. https://doi.org/10.55041/ijsrem45400.

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This study explores the role of Customer Experience Management (CEM) in the digital era, focusing on how emerging technologies are reshaping customer interactions. As consumer expectations shift toward personalization, speed, and convenience, businesses are leveraging tools like Artificial Intelligence, Big Data Analytics, chatbots, and omnichannel communication to deliver seamless, real-time, and predictive support. Through a mix of primary and secondary data, the study examines both customer and industry perspectives, revealing that digital transformation is a key driver of customer satisfac

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Meryem, BOUFIM, and BARKA Hafid. "Digital Marketing: Five Stages Maturity Model for Digital Marketing Strategy Implementation." International Journal of Business and Technology Studies and Research IJBTSR 3, no. 3 (2021): 15 pages. https://doi.org/10.5281/zenodo.5578706.

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<em>The new context of digital has reversed collegiate definitions and swayed power between companies and customers. As a result, meeting customer needs has become the focus and challenge of any business. With customer centric strategies, implementation frameworks have to be adjusted following marketing shift from mass marketing to digital personalized marketing. The changing technologies and customer behavior become daily challenges for marketers to improve their reaching and conversion techniques. Marketers are also challenged to nurture customer relationship across virtual world in fierce c

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Krikushenko, Mikhail V. "A HYBRID APPROACH TO PROJECT MANAGEMENT IN PUBLIC AUTHORITIES BASED ON A CUSTOMERCENTERED APPROACH AND AGILE METHODOLOGY." EKONOMIKA I UPRAVLENIE: PROBLEMY, RESHENIYA 2/9, no. 155 (2025): 33–38. https://doi.org/10.36871/ek.up.p.r.2025.02.09.004.

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Currently, there is an active development of project management in government bodies. Particular attention is paid to the use of project management tools. The article reveals the problem of applying project management methods and its solution through the implementation of a hybrid approach to project management in the public sphere. Two approaches to project management are analyzed: a client-centric approach and the Agile methodology. In the study of the client-centric approach and the Agile methodology, the advantages of applying project management methods in the public administration system

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Sharma, Priyanka. "From Now to Next: The Shifting Landscape of Capability Building in Organisations." NHRD Network Journal 18, no. 1 (2025): 28–34. https://doi.org/10.1177/26314541251325700.

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The evolving global and Indian business landscape, marked by economic volatility, technological disruptions and geopolitical challenges, necessitates a fundamental rethink in organisational approaches to talent and capability building. The transition from a VUCA to a BANI world, accelerated by the pandemic, highlights the fragility of traditional models and the need for resilience, adaptability and innovative problem-solving skills has become paramount. The Indian banking, financial services and insurance (BFSI) sector is undergoing rapid digital transformation, driven by technological advance

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Mwikali, Helen K. "The Role of Comprehensive Customer Relationship Management (CRM) Systems in Achieving High Retention Rates." IDOSR JOURNAL OF CURRENT ISSUES IN SOCIAL SCIENCES 10, no. 1 (2024): 33–35. http://dx.doi.org/10.59298/jciss/2024/101.19273335.

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High client retention rates were crucial for maintaining growth and profitability in today's competitive business world. CRM solutions played a crucial role in facilitating the effective management of client contacts across several channels for organisations. These systems integrate consumer data and streamline procedures, offering a cohesive perspective of customer interactions and preferences. This paper examined how complete CRM systems may improve customer retention via personalised experiences, streamlined sales processes, and data analytics for informed decision-making. Although the adva

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Joel Frenette. "The Human-Centric Approach to AI in the Travel Industry." World Journal of Advanced Research and Reviews 16, no. 3 (2022): 1250–61. https://doi.org/10.30574/wjarr.2022.16.3.1387.

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As artificial intelligence (AI) becomes increasingly prevalent in the travel industry, there is growing concern over its impact on the workforce. This paper examines how AI can be leveraged to assist and automate tasks while ensuring that human employees remain central to service delivery. Through case studies of AI-driven customer service, booking management, and itinerary optimization, we explore how AI enhances efficiency without replacing human workers. We propose a framework for integrating AI tools that prioritize human expertise, job satisfaction, and productivity while preventing displ

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Obiora, J., and Christiana Adeleke. "The Influence of Lean Adoption on Hotel Performance: A Study of Selected Hotels in Obio/Akpor Local Government Area, Rivers State." International Journal of Advanced Studies in Business Strategies and Management 11, no. 1 (2024): 242–59. http://dx.doi.org/10.48028/iiprds/ijasbsm.v11.i1.16.

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This study delves into the relationship between various factors such as customer participation, contin-uous improvement, and customer focus, and their impact on market share, sales growth, and customer satisfaction in hotels located in Rivers State. Employing a cross-sectional design, the research offers a snapshot of these connections at a specific moment in time. Data sourced from hotels officially regis-tered with the Nigerian Hotel Association (NHA) is utilized due to the lack of a centralized database. The targeted population encompassed 750 and a sample size of 330 hotel managers from sp

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Khosravi, Arash, Morteza Rajabzadeh, Viliam Zaloga, and Irina Dyadyura. "Customer Knowledge Management in Enterprise Software Development Companies: Organizational, Human and Technological Perspective." Management Systems in Production Engineering 30, no. 4 (2022): 291–97. http://dx.doi.org/10.2478/mspe-2022-0037.

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Abstract In this study, Knowledge-Based View (KBV) and Theory of Technology in a Generic Customer Knowledge Management (CKM) Framework were assimilated to demonstrate the Organizational, Human and Technological antecedent factors that enable CKM processes to improve software product quality. A Theoretical CKM Framework was developed by extracting Human, Organizational and Technological factors from the literature, then, the “Technique for Order of Preference by Similarity to Ideal Solution” (TOPSIS) Multi-Criteria Decision Making (MCDM) method was applied to find the importance level of factor

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R. Jayanthi, Sathya Priya T, Subhashini Durai. "Cross-Functional Integration: Marketing and HR Collaboration to Drive Employee Engagement in Fintech." European Economic Letters (EEL) 15, no. 2 (2025): 4927–38. https://doi.org/10.52783/eel.v15i2.3341.

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In today’s dynamic fintech landscape, fostering high levels of employee engagement has emerged as a strategic imperative for sustained innovation and competitive advantage. This paper explores the synergistic potential of cross-functional integration between Marketing and Human Resources (HR) departments to enhance employee engagement within fintech organizations. Traditionally operating in silos, Marketing and HR are now increasingly recognizing the value of collaboration to align internal and external brand messaging, build a cohesive organizational culture, and deliver employee experiences

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Naresh, Basnet, and Kago Yoshiki. "Operational Resilience and Service Recovery Strategies of Nepali-Owned Restaurants in Japan During the COVID-19 Pandemic." Operational Resilience and Service Recovery Strategies of Nepali-Owned Restaurants in Japan During the COVID-19 Pandemic 8, no. 10 (2023): 7. https://doi.org/10.5281/zenodo.10090157.

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This study investigates the operational resilience and service recovery measures of Nepali-owned restaurants in Shinjuku Ward, out of the 23 wards in Tokyo Metropolitan, Japan, during the COVID-19 outbreak. With five key elements—diversifying service models, engaging patrons actively, supporting workers, prioritizing health and safety precautions, and displaying financial resilience—these restaurants have shown extraordinary flexibility. In order to increase customer satisfaction and trust, the service recovery study demonstrated the value of customer input, adaptable managerial reactions, suc

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Iyengar, M. Srividya, and R. Venkatesh. "A Brief Report on Building Customer Loyalty in Luxury hotels: A Universal Approach." Management (Montevideo) 2 (July 1, 2024): 20. http://dx.doi.org/10.62486/agma202420.

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Building consumer loyalty is becoming increasingly tough, and the cornerstone of loyalty is generating exceptional experiences that keep people returning. In this post, we'll look at how hotels may increase customer loyalty by providing great service, backed up with a fascinating case study. The hotel prioritized fostering a strong service culture among its workers. They held frequent training sessions to improve staff abilities, develop a customer-centric culture, and encourage workers to go above and beyond. The hotel understood the value of personalizing and anticipating visitor demands. Th

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Iyengar, M. Srividya, and R. Venkatesh. "A Brief Report on Building Customer Loyalty in Luxury hotels: A Universal Approach." Management (Montevideo) 2 (July 1, 2024): 32. http://dx.doi.org/10.62486/agma202432.

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Building consumer loyalty is becoming increasingly tough, and the cornerstone of loyalty is generating exceptional experiences that keep people returning. In this post, we'll look at how hotels may increase customer loyalty by providing great service, backed up with a fascinating case study. The hotel prioritized fostering a strong service culture among its workers. They held frequent training sessions to improve staff abilities, develop a customer-centric culture, and encourage workers to go above and beyond. The hotel understood the value of personalizing and anticipating visitor demands. Th

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Suryani, Irma, Fadila Andini, and Ricky Firmansyah. "ANALISIS PROYEK APLIKASI COSTUMER RELATIONSHIP MANAGEMENT STUDY KASUS XYZ BODYCARE." Journal of Information System, Informatics and Computing 4, no. 2 (2020): 87. http://dx.doi.org/10.52362/jisicom.v4i2.322.

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Aplikasi Customer Relationship Management (CRM) adalah salah satu dari aplikasi Teknologi Informasi yang merupakan aplikasi strategi bisnis untuk memilih dan menjaga customer, dapat mengoptimalkan nilai jangka panjang, dapat menyimpan filosofi customer centric business dan budaya untuk mendukung efektifitas marketing, sales dan proses servis. Membangun aplikasi Customer Relationship Management (CRM) yang baik harus mengikuti prosedur proyek yang benar yaitu didahului dengan pembuatan proposal untuk menguraikan semua keperluan yang akan diimplementasikan pada pembuatan aplikasi dimaksud. Pada p

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Trigkas, Marios, Foteini Pelekani, Ioannis Papadopoulos, Dimitra C. Lazaridou, and Glykeria Karagouni. "Non-Wood Forest Products’ Marketing: Applying a S.A.V.E. Approach for Establishing Their Marketing Mix in Greek Local Mountain Communities." Forests 14, no. 9 (2023): 1762. http://dx.doi.org/10.3390/f14091762.

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The contribution of non-wood forest products is especially important in the context of rural sustainable development. Nevertheless, their perceived economic and environmental value remains low. The lack of an explicit and effective marketing strategy for NWFPs tailored to local mountain communities’ needs may lead to their restricted access to the market and underestimation of their value. The aim of this paper is to gain knowledge regarding the components of a marketing mix that could support the local markets of NWFPs, in Greek mountainous areas. The paper presents an analysis of the marketi

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Kevin Namiiro Kuteesa, Chidiogo Uzoamaka Akpuokwe, and Chioma Ann Udeh. "Navigating the digital transformation journey: strategies for startup growth and innovation in the digital era." International Journal of Scholarly Research in Multidisciplinary Studies 4, no. 2 (2024): 038–53. http://dx.doi.org/10.56781/ijsrms.2024.4.2.0031.

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This study delves into the strategies for startup growth and innovation within the digital transformation journey, highlighting the imperative for startups to adapt and thrive in the digital era. Employing a systematic literature review and content analysis, the research scrutinizes peer-reviewed articles, industry reports, and case studies from 2013 to 2023 to unearth pivotal digital transformation strategies and their impact on startup success. The methodology ensures a comprehensive exploration of the digital landscape, focusing on the integration of digital technologies, the cultivation of

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Bharath, V. "Services Marketing Innovation and Competitive Advantage." Services Marketing Innovation and Competitive Advantage 1, no. 1 (2024): 1–20. https://doi.org/10.5281/zenodo.13902688.

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In today's rapidly evolving marketplace, service marketing innovation has emerged as a critical component for businesses striving to maintain a competitive edge. Traditional product-centric marketing strategies are increasingly inadequate, as customers prioritize personalized, engaging, and memorable experiences. Effective service innovation transcends mere product development; it involves meticulously crafting exceptional experiences that not only meet but exceed customer expectations. Industry leaders such as Netflix, Airbnb, and Amazon exemplify successful service innovation by delivering t

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Oseremi Onesi-Ozigagun, Yinka James Ololade, Nsisong Louis Eyo-Udo, and Damilola Oluwaseun Ogundipe. "Agile product management as a catalyst for technological innovation." International Journal of Scientific Research Updates 7, no. 2 (2024): 009–23. http://dx.doi.org/10.53430/ijsru.2024.7.2.0033.

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Agile Product Management (APM) has emerged as a critical driver of technological innovation, enabling organizations to rapidly adapt to changing market dynamics and customer needs. This abstract explores the key principles of APM and its role in fostering innovation in today's fast-paced business environment. At its core, APM is a collaborative, iterative approach to product development that emphasizes flexibility, customer feedback, and continuous improvement. By breaking down complex projects into manageable tasks and delivering value incrementally, APM enables teams to respond quickly to ma

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