Academic literature on the topic 'Customer engagement value'
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Journal articles on the topic "Customer engagement value"
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D. Kaltcheva, Velitchka, Anthony Patino, Michael V. Laric, Dennis A. Pitta, and Nicholas Imparato. "Customers' relational models as determinants of customer engagement value." Journal of Product & Brand Management 23, no. 1 (March 11, 2014): 55–61. http://dx.doi.org/10.1108/jpbm-07-2013-0353.
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Purpose – The authors apply Alan P. Fiske's relational models framework to customers' engagement with service firms – specifically, they propose that customers who hold different relational models for the service firm are likely to engage with the firm in dissimilar ways, thus generating different types of customer engagement value for the firm. Fiske's relational models framework is eminently suitable for studying customer-service firm engagement because it is widely adopted in the social sciences as a rigorously developed framework for conceptualizing social interactions. Design/methodology/approach – The article bridges Fiske's relational models framework and Kumar et al.'s customer engagement value framework, and conceptually demonstrates that customers employing different relational models for the service firm are likely to generate different types of customer engagement value for the firm. Findings – The article demonstrates conceptually that customers' relational models, schemata, and scripts influence how consumers engage with the firm and the type of customer engagement value accruing to the firm. Research limitations/implications – This research has implications for service firms' relationship strategies. First, service marketers can determine the desired customer engagement value(s) and then craft their customer relationship strategy so that it maximizes those engagement value(s). The article suggests relationship strategies that service firms may implement for encouraging customers to adopt different relational models. Originality/value – No research has bridged relational models theories and customer engagement value theories.
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Terason, Sid, Shixin Zhao, and Pirayut Pattanayanon. "Customer value and customer brand engagement: Their effects on brand loyalty in automobile business." Innovative Marketing 17, no. 2 (May 24, 2021): 90–101. http://dx.doi.org/10.21511/im.17(2).2021.09.
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The study investigates the extent to which customer value affected brand loyalty among mid-sized automobile customers in Thailand. It`s focused on assessing whether customer brand engagement acted as an intervening variable in the relationship between customer value and brand loyalty. A questionnaire was distributed to a random sample of 380 current users of medium-sized passenger automobiles in Thailand; these participants were drawn from the list of automobile customers using a multistage sampling technique. The dealership customers were asked to complete an electronic survey using their cell phones. Structural equation modeling was applied to prove the theoretical model. All the model fit indices revealed that the model was reasonably consistent with the data. Results validated customer brand engagement composed of three dimensions using confirmatory factor analysis and its role as a mediator. The findings also provided novel insight into the interplay of the relevant variables and could be used as a guideline for managing automobile customers and promoting automobile marketing in the country.
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Ellway, Benjamin Piers William, and Alison Dean. "Habitus as a value lens to link customer engagement and value cocreation." Journal of Service Theory and Practice 30, no. 1 (March 20, 2020): 57–77. http://dx.doi.org/10.1108/jstp-04-2019-0093.
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PurposeThis paper uses practice theory to strengthen the theoretical relationship between customer engagement (CE) and value cocreation (VCC), thereby demonstrating how customers may become engaged and remain engaged through VCC practices.Design/methodology/approachThe study adopts a problematization approach to identify shared assumptions evident in service-dominant logic (SDL) and CE research. Practice theory, as a higher-order perspective, is used to integrate the iterative and cyclical processes of VCC and CE, specifically through the theoretical mechanism of habitus.FindingsHabitus acts as a customer value lens and provides a bridging concept to demonstrate how VCC and CE are joined via sensemaking processes. These processes determine how customers perceive, assess, and evaluate value, how they become engaged through VCC, and how their experience of engagement may lead to further VCC practice. The temporally bound experiences, states, and episodes are accumulated and aggregated through an enduring customer value lens comprised of habituated dispositions, interests, and attitudes.Research limitations/implicationsThis work responds to calls for research to strengthen the theoretical link between VCC and CE and to take account of customers' lived realities and their contextualized experiences. A key suggestion for future research is the use of a rope metaphor to stimulate thinking about the complex, temporally unfolding, and interrelated processes of VCC and CE.Practical implicationsThe customer value lens and CE rope are introduced to simplify the complex, abstract, theoretical research on VCC and CE for a nonacademic audience. To understand how customers' value lenses are formed and change, and how a CE rope is strengthened, firms, service designers, and practitioners need to understand sensemaking processes through customer narratives and to use platforms and feedback to support and trigger sensemaking.Originality/valueThis paper provides a theoretical mechanism to explain the iterative and cyclical nature of VCC and CE processes and how accumulation and aggregation occur in these processes. In doing so, it demonstrates that CE occurs by virtue of, and is typified by, sensemaking processes that reproduce and shape a customer's habituated value lens, which perceives, assesses, and determines VCC and thus provides a basis for further customer engagement.
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Gueye Mane, Allan, and Pape Alioune Diop. "Drivers of Customer Brand Engagement and Value Co-Creation in China: A Prioritization Approach." INTERNATIONAL JOURNAL OF MANAGEMENT SCIENCE AND BUSINESS ADMINISTRATION 3, no. 4 (2017): 7–19. http://dx.doi.org/10.18775/ijmsba.1849-5664-5419.2014.34.1001.
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Engaging customers in co-creation activities and making them active partners in the value creation and innovation processes as a new marketing perspective has become a widely accepted approach in today’s highly competitive business environment. However, research on the subject has mainly focused on the factors that motivate the customers to participate in co-creation. Little is known about the firm-based factors that can have impacts on the customers’ motivations. Using a prioritization approach with Analytical Hierarchy Process, the aim of this paper is to analyze the relative importance of perceived brand innovativeness, customer-based brand equity, relationship equity and brand literacy compared to each other in customers’ willingness to engage in co-creation. The results show that when deciding to engage in co-creation customers first consider the ability of the brand to innovate (brand innovativeness), followed by the relationship equity, customer-based brand equity and brand literacy. The present study is one of the first to empirically examine drivers of customer engagement in co-creation from the perspectives of innovativeness and customer equity drivers in an emerging market like China.
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Kunz, Werner, Lerzan Aksoy, Yakov Bart, Kristina Heinonen, Sertan Kabadayi, Francisco Villarroel Ordenes, Marianna Sigala, David Diaz, and Babis Theodoulidis. "Customer engagement in a Big Data world." Journal of Services Marketing 31, no. 2 (April 10, 2017): 161–71. http://dx.doi.org/10.1108/jsm-10-2016-0352.
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Purpose This paper aims to propose that the literature on customer engagement has emphasized the benefits of customer engagement to the firm and, to a large extent, ignored the customers’ perspective. By drawing upon co-creation and other literature, this paper attempts to alleviate this gap by proposing a strategic framework that aligns both the customer and firm perspectives in successfully creating engagement that generates value for both the customer and the bottom line. Design/methodology/approach A strategic framework is proposed that includes the necessary firm resources, data, process, timeline and goals for engagement, and captures customers’ motives, situational factors and preferred engagement styles. Findings The authors argue that sustainability of data-driven customer engagement requires a dynamic and iterative value generation process involving customers recognizing the value of engagement behaviours and firm’s ability to capture and passing value back to customers. Originality/value This paper proposes a dynamic strategic value-creation framework that comprehensively captures both the customer and firm perspectives to data-driven customer engagement.
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Quach, Sara, Wei Shao, Mitchell Ross, and Park Thaichon. "Customer engagement and co-created value in social media." Marketing Intelligence & Planning 38, no. 6 (October 3, 2019): 730–44. http://dx.doi.org/10.1108/mip-04-2019-0218.
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Purpose The purpose of this paper is to understand the relationship between customer participation, co-created value and customer engagement as well as customer motivation involved in this process. Design/methodology/approach Respondents were randomly exposed to one of the six types of social media scenarios. A total of 181 respondents were drawn from an MTurk opt-in survey panel of individuals who resided in America and were over the age of 18 years. Findings Overall, the results of this study showed that as the level of customer participation increased, the level of co-created value decreased. The relationship between customer participation and customer engagement was fully mediated by co-created value. Extrinsic motivation was found to moderate the relationship between customer participation and co-created value but did not moderate the relationship between customer participation and customer engagement. Moreover, customer engagement was at its highest when an external reward was not offered, in other words, when customers were intrinsically motivated. Furthermore, when an external reward was offered, a significant effect of privacy concern on customer engagement was observed. Originality/value The study extends the current understanding of customer engagement through value co-creation, customer participation and perceptions of privacy in firm-initiated activities in social media.
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Aluri, Ajay, Bradley S. Price, and Nancy H. McIntyre. "Using Machine Learning To Cocreate Value Through Dynamic Customer Engagement In A Brand Loyalty Program." Journal of Hospitality & Tourism Research 43, no. 1 (January 30, 2018): 78–100. http://dx.doi.org/10.1177/1096348017753521.
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Hospitality venues traditionally use historical data from customers for their customer relationship management systems, but now they can also collect real-time data and automated procedures to make dynamic decisions and predictions about customer behavior. Machine learning is an example of automated processes that create insights into cocreation of value through dynamic customer engagement. To show the merits of automation, machine learning was implemented at a major hospitality venue and compared with traditional methods to identify what customers value in a loyalty program. The results show that machine learning processes are superior in identifying customers who find value in specific promotions. This research deepens practical and theoretical understanding of machine learning in the customer engagement-to-value loyalty chain and in the customer engagement construct that uses a dynamic customer engagement model.
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Yuan, Soe-Tsyr Daphne, Szu-Yu Chou, Wei-Cheng Yang, Cheng-An Wu, and Chih-Teng Huang. "Customer engagement within multiple new media and broader business ecosystem – a holistic perspective." Kybernetes 46, no. 06 (June 5, 2017): 1000–1020. http://dx.doi.org/10.1108/k-01-2017-0042.
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Purpose Customer engagement (customers’ behavioral manifestations going beyond customer-firm purchase transactions) has been regarded as strategic imperatives for generating enhanced corporate performance. The plethora of new media has provided customers with different options to interact with firms and other customers. However, the primacy of value-laden interactive customer relationships and value co-creation raises challenges for firms and customers, especially in the context of broader business ecosystems such as brand partnership for extending value co-creation. This study aims to explore how customer engagement with well-designed choreograph of various new media’s channels can increase the value co-creation extent in the context of broader business ecosystems, resulting in higher levels service offerings, experiences and innovation. Design/methodology/approach This exploratory study presents a new framework of customer engagement that holistically integrates the elements of multiple new media and broader business ecosystem, stimulating a virtuous circle of realizing customer engagement toward superior results or innovations. The framework considers new media’s different information service and technologies (e.g. search engine, social recommender, social media) that can be properly choreographed to achieve a virtuous customer engagement circle. Findings This paper uses an exemplar framework's instantiation – an information technology enabled engagement platform (called iEngagement) – that can demonstrate how to empower the central companies together with their eco-stakeholders to holistically perform customer engagement utilizing new media toward fruitful customer engagement. Originality/value This exploratory study is among the first that addresses the theory and practice of customer engagement within multiple new media and broader business ecosystem. This paper presents a customer engagement framework and an exemplified engagement platform that holistically integrate the elements of multiple new media and broader business ecosystem, for stimulating a virtuous circle of realizing customer engagement toward superior results or innovations.
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Zhang, Tingting, Can Lu, Edwin Torres, and Po-Ju Chen. "Engaging customers in value co-creation or co-destruction online." Journal of Services Marketing 32, no. 1 (February 12, 2018): 57–69. http://dx.doi.org/10.1108/jsm-01-2017-0027.
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Purpose This paper aims to develop a theoretical model to understand co-creation/co-destruction of value through customer engagement in online channels. It also investigates the contributing factors. Design/methodology/approach The qualitative approach uses the critical incidents technique to answer the research questions. The authors identify 350 critical incidents in which customers expressed online customer engagement-induced value co-creation or co-destruction experiences. The factors and resulting propositions are identified through data analysis. Data coding and analysis are facilitated by using MAXQDA 12. Findings Co-creation through positively valenced engagement behaviors may occur when customers are delighted, feel valued, experience reciprocity, receive organizational incentives, are solicited for feedback, can count on service recovery efforts and interact with helpful, empathetic, polite and responsive employees. Co-destruction through negatively valenced engagement behaviors emerges from rude employee behaviors, indifference, confrontation with company representatives, technological failure, the lack of complaint outlets and customers’ desire for revenge. Practical implications Selecting and training employees to be helpful, polite, responsive and empathetic toward online visitors can trigger co-creation. Communication between firms and customers should boost customer approval and delight. Organizations can offer incentives, reliable service delivery and a recovery design to stimulate visitor participation. Soliciting feedback requires sound technological support and direct communication links with visitors. Originality/value This study presents the conditions and framework contributing to the duality of customer engagement-induced co-creation and co-destruction values in online channels from the customer, organizational, employee, service design and technological perspectives. It also addresses how value is co-created or co-destructed through examples.
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Kumar, V., Lerzan Aksoy, Bas Donkers, Rajkumar Venkatesan, Thorsten Wiesel, and Sebastian Tillmanns. "Undervalued or Overvalued Customers: Capturing Total Customer Engagement Value." Journal of Service Research 13, no. 3 (August 2010): 297–310. http://dx.doi.org/10.1177/1094670510375602.
Full textDissertations / Theses on the topic "Customer engagement value"
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Zhang, Tingting. "Customer Engagement of Value Co-creation." The Ohio State University, 2016. http://rave.ohiolink.edu/etdc/view?acc_num=osu1460036602.
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Jiao, Wenyu. "Customer engagement in a multichannel context." Thesis, Cergy-Pontoise, Ecole supérieure des sciences économiques et commerciales, 2018. http://www.theses.fr/2018ESEC0008.
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Cette thèse traite de la compréhension de l’engagement client dans un contexte multicanal. Le flot de littérature sur le marketing multicanal présente plusieurs lacunes théoriques et managériales, telles que les impacts dynamiques de l’adoption multicanal sur la valeur client, la quantification de la rentabilité des campagnes marketing, le comportement multicanal à travers les marques, etc. (Neslin et al. 2014; Neslin and Shankar 2009). Cette thèse a pour but d’éclairer les impacts dynamiques de l’engagement client sur la valeur client et les revenus de l’entreprise dans un contexte multicanal. Le Chapitre 1 aborde les « Impacts dynamiques du canal d’acquisition et de l’adoption multicanal sur la valeur vie client ». Au Chapitre 2, « antécédents et conséquences de l’utilisation des codes promotionnels », nous étudions le processus d’utilisation des codes promotionnels et la rentabilité de telles campagnes. Au Chapitre 3, « Modéliser les impacts de l’achat multicanal sur le choix de marque », nous étudions la question du comportement en termes de choix d’une marque dans un environnement multicanal. Dans l’ensemble, cette thèse étudie divers engagements client et leurs effets sur la valeur client et les revenus de l’entreprise. Du point de vue théorique, c’est une contribution aux publications sur le marketing dans les domaines du marketing multicanal, de la valeur vie client, des promotions et des choix de marques. Elle propose une approche exhaustive de l’engagement client et de la valeur client dans un contexte multicanal. Dans une optique de gestion, cette étude propose aux entreprises des méthodologies novatrices pour gérer leur clientèle au niveau individuel, ainsi que de nouveaux modèles pour évaluer les activités de marketing multicanalThis dissertation aims to investigate the dynamic impacts of customer engagement on customer value and firm revenues in a multichannel context. I address this research question in three chapters. In chapter 1, we propose a hidden Markov model to understand the dynamic effects of acquisition channel and multichannel adoption on the customer-firm relationship and to estimate the customer lifetime value. The results show that multichannel customers acquired from offline channels exhibit higher short-term value than multichannel customers acquired from online channels. In contrast, multichannel customers acquired from online channels are more likely to stay in a higher value state in the long run. In the long run, multichannel customers acquired from offline channels are more valuable than other customers. Chapter 2 focuses on promo code redemption behaviors. We conduct the research using a field experiment. We identify the determinants of opening, clicking the email and the final redemption behavior using a simultaneous multiple equation probit model. In our setting, we find that 11% of the profitability of the promo code campaign stems from eligible purchases without redemption. By targeting those customer segments that are more likely to make eligible purchases without redemption, the average profitability increases. In Chapter 3, we investigate how multichannel behavior impacts brand choice in a grocery setting. Our research develops a hierarchal Bayesian brand choice decision model to understand how multichannel adoption impacts brand choice decision, brand size-of-wallet, and brand share-of-wallet. Our results show that brand choice probability increases in general after consumers become multichannel. We also find that consumers increase both the size-of-wallet and share-of-wallet for the brand which they first purchase online, yet do not necessarily decrease the share-of-wallet for other brands
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Shin, Hakseung. "Customer Engagement and Value Co-Creation for Hospitality Open Innovation." Diss., Virginia Tech, 2020. http://hdl.handle.net/10919/105132.
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While innovation has been a critical tool for the success of hospitality businesses, there has been little research concerning how hospitality service innovation is created. Focusing on knowledge development for service innovation, this dissertation examines hospitality open innovation processes by highlighting the critical role of customers as important external stakeholders for knowledge creation. More specifically, this research examines how hospitality brand community members engage in brand activities that co-create non-transactional knowledge value for open innovation.
To achieve the research purpose, the dissertation consists of four independent studies. The design of the four studies followed a theory development process focusing on bibliometric analysis (Study 1), exploratory analysis (Study 2), empirical analysis (Study 3), and experimental analysis (Study 4). Study 1 conducted bibliometric co-citation analysis to examine the foundation and evolution of the service innovation research in both hospitality and tourism and service management literature. Study 2 examined how hospitality (hotel) customers engage in an online brand community and what types of value are co-created from their engagement behaviors. Study 3 empirically developed a multi-dimensional measure of customer engagement behaviors for co-creating non-transactional value. Lastly, Study 4 examined how hospitality online brand community members participate in open innovation behaviors as a result of customer empowerment and social recognition.
Study 1 identified critical research opportunities for future hospitality and tourism research in terms of innovation creation, diffusion, and evaluation. Most importantly, open innovation via customer engagement was identified as a critical topic to understand hospitality innovation creation. In Study 2, customer engagement behaviors, motivations, and value co-creation were qualitatively analyzed in the context of an online hotel brand community. Using mixed-methods, including netnography analysis and qualitative written interviews, a conceptual framework of value co-creation via customer engagement was developed. Based on this framework, Study 3 developed a scale consisting of 15 items measuring customer engagement behaviors in terms of influential-experience value, C-to-B innovation value, relational value, and citizenship value. Lastly, Study 4 found a causal process that customer empowerment makes a positive impact on the intention of open innovation engagement and the creativity of ideas by mediating intrinsic motivation.Doctor of Philosophy
While innovation has been a critical tool for the success of hospitality businesses, there has been little research concerning how hospitality service innovation is created. Focusing on knowledge development for service innovation, this dissertation examines hospitality open innovation processes by highlighting the critical role of customers as important external stakeholders for knowledge creation. More specifically, this research examines how hospitality brand community members engage in brand activities that co-create non-transactional knowledge value for open innovation. To achieve the research purpose, the dissertation consists of four independent studies. The design of the four studies followed a theory development process focusing on bibliometric critical literature review analysis (Study 1), exploratory analysis (Study 2), empirical analysis (Study 3), and experimental analysis (Study 4). Specifically, Study 1 critically analyzed service innovation academic studies published in the last decade in both hospitality and tourism and service management journals to get insights into future research directions. Study 2 analyzed how hospitality (hotel) customers engage in online brand community activities in terms of the benefits of the behaviors and the motivations for the engagement behaviors. Study 3 developed a practical tool to measure customer engagement behaviors. Lastly, Study 4 investigated how hospitality online brand community members participate in idea sharing behaviors in terms of customer empowerment and social recognition. Study 1 identified critical research opportunities for future hospitality and tourism research in terms of innovation creation, diffusion, and evaluation. Most importantly, open innovation via customer engagement was identified as a critical topic to understand hospitality innovation creation. Focusing on the open innovation, Study 2 analyzed hospitality customers' various engagement activities and contents created from the activities in an online hotel brand community. A conceptual framework of value co-creation via customer engagement behaviors was developed. Based on this framework, Study 3 developed a scale consisting of 15 items measuring customer engagement behaviors in terms of influential-experience value, C-to-B innovation value, relational value, and citizenship value. Lastly, Study 4 found that customers are likely to share their service ideas with hospitality practitioners when they enjoy doing so with the belief that their ideas can affect brand management decisions.
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Bell, Laurence Walter. "The Relationship of Customer Satisfaction and Engagement in Co-Creation of Value." Thesis, Grand Canyon University, 2017. http://pqdtopen.proquest.com/#viewpdf?dispub=10641788.
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A gap in the knowledge base was found in that no research had been performed examining customer satisfaction as an antecedent to co-creation of value. This is important because organizations have difficulty engaging customers in co-creation of value, which has can increase loyalty, trust, innovation, and competitive advantage. The purpose of this study was to examine the relationship between customer satisfaction, as well as its constructs, and engagement in co-creation of value. Because an examination was made of interactions between individuals, the social exchange theory was used as foundational support for the study. The theory states that behavior between individuals is determined by the rewards and costs involved. Six research questions were used regarding the relationship between customer satisfaction, each of its components, and customer engagement in co-creation of value. A survey was distributed in a convenience manner until 256 adults who lived in the United States and had recently experienced hotel services responded. Data were examined using Pearson correlations and ordinary least squares multiple regressions to answer the research questions. The findings indicated overall customer satisfaction (r = .409, p < .001), reliability (r = .446, p < .001), assurance (r = .413, p < .001), tangibles (r = .227, p < .001), empathy (r = .369, p < .001), and responsiveness (r = .399, p < .001) each had a significant and positive relationship with customer engagement in co-creation of value. Recommendations for future research include examination of other potential engagement factors and development of an engagement platform.
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Mavuya, Mandisa. "Mobile phone applications : understanding if motivations to engage are related to the customer perceived value, customer satisfaction and customer engagement." Diss., University of Pretoria, 2017. http://hdl.handle.net/2263/59869.
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The growth of the smartphone market and the development of mobile applications for these devices has given created what literature has labelled an Application (App) economy or Application market.
The sales income derived from selling mobile applications are driving the income in the economy with projected growth worldwide of USD 75 billion by 2017. By 2020, an estimated 5.8 billion smartphones globally are expected to be in use; this is an increase of 2.6 billion from the 2015 figures.
Despite the robust growth and increased usage, many mobile applications are still not utilised by customers. There is limited studies and understanding of the elements that influence the customer decision or motivate the customer to buy them or to use them to a greater extent.
The objective of this study is to discover the motivation aspects that drive the use of these mobile applications. The study looked at three motivators to ascertain which of these impacted the customer engagement. The study further aimed to analyse the relationship between these motivators to the customer satisfaction as well as the customer perceived value.
The study tested the hypotheses method using a quantitative study to undertake a directional test. An internet -based survey was circulated for the data collection process. The survey was finalised with 134 respondents across gender, age and geographical location.
The analysis supported the nine hypothesis factors. The study outcomes confirmed the presence of a relationship between the utilitarian, hedonic and social motivations to engage, with customer satisfaction; the existence of a relationship between the three engagement motivations with customer perceived value as well as a relationship between customer satisfaction and customer perceived value.
The recommendation was, therefore, to encourage developers of the mobile applications into consideration what drives the customer to engage and for companies to incorporate mobile applications to a greater extent in their customer growth strategies. The recommendation was, by understanding what drives their customer to
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engage with mobile applications, companies would be better equipped in designing strategies that are more focused based on insight.Mini Dissertation (MBA)--University of Pretoria, 2017.
sn2017
Gordon Institute of Business Science (GIBS)
MBA
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Eriksson, Maria. "Customer value in commercial experiences : Expecting the unexpected." Doctoral thesis, Mittuniversitetet, Avdelningen för kvalitetsteknik, maskinteknik och matematik, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:miun:diva-30593.
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To an ever greater extent, customers desire experiences that are highly emotional, personally designed and memorable. Today’s customer has an increasing need to be entertained and often searches for pleasurable offerings of hedonic value. Many academics also argue that commercial experiences deliver a higher customer value than goods and services. More research regarding the character of the commercial experience is needed to understand the needs of the customer and what creates value to the customer. However the existing tools and methods for measuring customer value and customer satisfaction seldom contain the elements pointed out as important to customers in a commercial experience. Is it enough to focus on values, methods and tools developed within for instance Total Quality Management (TQM) or is there a need for further development to include the offering of a commercial experience? The overall purpose of this thesis has been to explore the field of commercial experiences and establish new knowledge on how customer value is created when delivering commercial experiences. Within the overall purpose the research also intended to contribute to the area of quality development. In order to fulfill the overall purpose three research questions were asked and three case studies and one validation study were conducted. In the first case study, focus was on exploring the commercial experience sector and searching for best practices as regards how to create value to the customer. One organization was studied and empirical data was collected by site visit, direct observation, participant observation, open seminars, follow-up interview questions and documentation. In the second case study the aim was on how organizations were working to create customer value in commercial experiences. Empirical data was collected at eight organizations where top managers were interviewed. In the third study the aim was to develop a method or tool to measure customer value in a commercial experience. A validation study and a case study were conducted. In the validation study a questionnaire was developed as a measuring tool for commercial experiences and later tested on customers in the third and last case study. The findings in the three case studies presented in this thesis contribute to expanding earlier research concerning commercial experiences and how customer value is created when delivering them. From the findings of research the commercial experience is defined as “a memorable event that the customer is willing to pay for” and identified as a unique business offering providing hedonic customer value. Further the findings describe the commercial experience by three vital factors: strong engagement, highly emotional and being memorable. To additionally describe the characterizing elements of the commercial experience, the research identified these factors as important to customers: having fun, novelty, surprise, learning, a challenge, co-creation, the unexpected, storytelling, being in control, the venue for the experience (or the room of the experience), personal contact with staff and emotions creating strong engagement. Using the theory of attractive quality by Kano is suggested as one way to recognize elements of high customer value and to identify and deliver the unexpected, novelty and surprise the customers. Further findings of the research revealed that existing tools and methods developed for measuring customer value and satisfaction do not sufficiently consider or measure the effect of customer emotions or the characterizing elements of the commercial experience. As a consequence, a questionnaire was developed and tested to identify and measure elements of value to customers in a commercial experience. From the results, a new instrument for measuring variables of value in a commercial experience is proposed. One of the conclusions is that a specific tool for measuring customer value in commercial experiences is both required and needed. It was also concluded that there is a shortage of well-known and applied methods for measuring customer value in commercial experiences and that further research of this area is needed. The research presented in this thesis also proves that successful organizations delivering commercial experiences have a strong organizational culture built on core values. The conclusion was that working according to the core values of TQM is also a successful approach for these organizations, even though this does not seem to be enough. The characterizing element “co-creating” the experience between the customer and the provider was identified as a vital factor of business success. Giving the customer the power to affect the outcome within certain limitations and an opportunity to enhance the customer value meant that the experience becomes more personal and delivers a higher customer value than other offerings. Further identified ways of working to enhance customer value in the offering were: to recruit and select co-workers not only on competence and skills but also based on the core values; to stimulate creative thinking among co-workers and to further enhance the offering with storytelling and theming. These ways of working were categorized as specific and more unique or necessary in the experience industry and can therefore be vital in the competition between different organizations to deliver superior customer value.I en allt större utsträckning letar kunder efter att konsumera upplevelser som berör på ett emotionellt plan, är personligt utformade och minnesvärda. Dagens kunder har ett växande behov av att underhållas och letar allt oftare efter erbjudanden enbart för nöjes skull. Flera forskare är överens om att kommersiella upplevelser handlar om att leverera ett högre kundvärde än för varor och tjänster. Det behövs mer forskning kring vad en kommersiell upplevelse innehåller för viktiga egenskaper som skapar värde för kunden samt att öka förståelsen kring kundens behov. De befintliga metoder och verktyg för att mäta kundvärde och kundnöjdhet innehåller få av de egenskaper som utpekas som vitala för en kommersiell upplevelse. Räcker det att arbeta med de värderingar, metoder och verktyg som utvecklats inom till exempel offensiv kvalitetsutveckling (TQM) eller behövs det ytterligare utveckling för att även inkludera den kommersiella upplevelsen? Det övergripande syftet med den här avhandlingen har varit att utforska området av kommersiella upplevelser och öka kunskapen kring hur kundvärde skapas när en kommersiell upplevelse levereras. Inom ramen för det övergripande syftet fanns även ett fokus att forskningen skulle bidra till ämnesområdet kvalitetsutveckling. För att uppfylla det övergripande syftet har tre forskningsfrågor ställts och tre fallstudier och en valideringsstudie genomförts. I den första fallstudien var syftet att utforska området av kommersiella upplevelser, inhämta kunskap och leta efter goda exempel för att skapa förståelse för hur kundvärde skapas inom kommersiella upplevelser. En utvald organisation studerades och besöktes. Empirisk data insamlades genom flera olika datakällor såsom direkt observation, deltagande observation, insamling av dokument, öppna seminarier och uppföljande intervjufrågor. I den andra fallstudien var syftet att studera hur organisationer arbetar med att skapa kundvärde i en kommersiell upplevelse. Den empiriska datainsamlingen insamlades via intervjuer med högsta ledningen i åtta olika organisationer. I den tredje och sista studien var syftet att utveckla ett sätt att mäta kundvärdet i en kommersiell upplevelse. Studien delades in i två delar, en valideringsstudie för att utveckla ett sätt att mäta och en fallstudie där mätverktyget testades bland kunder i en kommersiell upplevelse. Resultatet av de tre fallstudierna som presenteras i avhandlingen bidrar till en vidareutveckling av tidigare forskning om kommersiella upplevelser och hur kundvärde skapas när en kommersiell upplevelse levereras. Som ett resultat av forskningen definieras en kommersiell upplevelse som “en minnesvärd händelse som kunden är beredd att betala för” och identifieras som ett unikt erbjudande som innehåller ett hedoniskt kundvärde. Vidare visar forskningsresultaten på att den kommersiella upplevelsen utgörs av tre viktiga faktorer för kunden såsom att vara djupt engagerande, starkt känslomässigt berörande och minnesvärd. För att ytterligare beskriva upplevelsens karaktärsdrag har ett flertal egenskaper identifierats som ett resultat av fallstudie tre. En användning av Kanos teorier om attraktiv kvalitet föreslås som ett sätt att fortsätta arbetet med att identifiera egenskaper som dels kan skapa ett högre kundvärde men också för att kunna överraska, leverera något nytt och ge kunden det oväntade som ofta efterfrågas. Forskningsresultaten påvisar en brist bland befintliga mätverktyg och metoder för kundvärde och kundnöjdhet att mäta effekten av ett känslomässigt värde och de övriga egenskaper som utpekas viktiga för kommersiella upplevelser. Som en följd av det utvecklas en enkät för att identifiera och mäta viktiga egenskaper av värde för kunden i en kommersiell upplevelse. Från resultaten föreslås ett nytt mätinstrument för att mäta värdefulla egenskaper i en kommersiell upplevelse. En av slutsatserna är att mätverktyg specifikt utvecklade för att mäta kundvärdet i kommersiella upplevelser behövs. Erkända och tillämpade metoder för att mäta kundvärdet i en kommersiell upplevelse identifieras som en brist och mer forskning behövs inom området. Forskningen i avhandlingen visar att framgångsrika organisationer som levererar kommersiella upplevelser har en stark organisationskultur som bygger på värderingar. En av slutsatserna var att arbeta enligt kärnvärderingarna inom offensiv kvalitetsutveckling är en framgångsrik metod, även för organisationer som erbjuder kommersiella upplevelser. Men det verkar inte vara tillräckligt. En annan viktig framgångsfaktor som identifieras är att samskapa (co-create) upplevelsen mellan kund och leverantör. Det ger kunden möjligheten att påverka resultatet av upplevelsen inom vissa begränsningar och därmed en chans att förstärka kundvärdet, bli mer personlig och leverera ett högre kundvärde än andra erbjudanden. Vidare identifierade arbetssätt för att öka kundvärdet i erbjudandet var: rekrytera och välj medarbetare baserat på kompetens, färdigheter och värderingar; stimulera kreativt tänkande bland medarbetare; samt förstärk erbjudandet genom användningen av storytelling och tematisering. Dessa arbetssätt kategoriseras som specifika och mer unika eller nödvändiga inom upplevelseindustrin och kan vara avgörande i konkurrensen mellan olika organisationer för att leverera ett högre kundvärde.
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Lund, Malin, and Hanna Sieverthson. "Value co-creation through content marketing : a business to business perspective." Thesis, Högskolan i Borås, Akademin för textil, teknik och ekonomi, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-12681.
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The age of traditional marketing is beginning to end and the digital revolution will continueits journey. Today, most companies meet their business customers for the first time in a digitalenvironment and decision-makers stay longer more frequently in the digital world beforeinitiating contact with a company. Many argue that companies need to connect, collaborateand co-create with others to be able to succeed. Content marketing and value co-creation arejust some of the methodologies companies could adopt in order to succeed. Previous researchhas investigated value co-creation and partly content marketing, but these combined areashave not been previously researched together. Especially not from a business to businessperspective which this thesis has conducted. This study was initiated based on previousresearch, where a gap was found regarding these subjects. Therefore, the aim of this researchwas to study how value co-creation can be achieved through content marketing, from anenterprise perspective.This research was constructed by performing a multiple-case study on two Swedishcompanies, with two employees on each company. The data collection resulted in valuableinsights regarding the process of value co-creation and content marketing. The theoretical andempirical findings include similar views of the research areas, which are further presented inthe discussion chapter where the DARTT model has been used as a tool. Additionally, thisstudy proves it is possible to co-create value with a business's customers through contentmarketing and it also presents a general suggestion of how it can be achieved. Lastly, we hopeour thesis has the potential of acting as a base for further research, such as exploring the mosteffective digital platforms within content marketing from a business to business perspective,since it was not the purpose of this study to present that kind of insight.Den digitala revolutionen kommer att fortsätta påverka dagens marknadsföring och dentraditionell marknadsföringen börjar att hamna i skymundan för de nya trenderna. Mångaföretag möter idag sina företagskunder för första gången i en digital miljö och flerbeslutsfattare än någonsin stannar kvar i den digitala världen innan de initierar kontakt medett företag. Många argumenterar även för att företag ska sammarbeta och samskapa med andraparter för att kunna nå framgång. Innehållsmarknadsföring och samskapande av värde ärnågra metodiker som företag kan anta för att kunna lyckas fortsätta attrahera kunder i endigital miljö. Tidigare forskning har undersökt samskapande av värde och även till viss delinnehållsmarknadsföring, men dessa områden har inte tidigare blivit undersökta tillsammans.Speciellt inte från ett business to business perspektiv som denna uppsats innehar. Dennastudie initierades på grund av tidigare forskningen, där ett gap hittades mellan dessa områden.Syftet med denna forskning är att studera hur samskapande av värde tillsammans med kundenkan bli utfört genom innehållsmarknadsföring, från ett företagsperspektiv.Denna studien är utförd med hjälp av en multipel fallstudie på två svenska företag, där tvåanställda har intervjuats på varje företag. Datainsamlingen resulterade i relevant insikt inomföretagens processer angående samskapande av värde och framtida kampanjer inominnehållsmarknadsföring. Både tidigare forskning och empirin inkluderar liknande perspektivinom forskningsområdena, vilket är presenterat i diskussionskapitlet där DARTT modellenhar används som ett verktyg. Denna studien bevisar att det är möjligt för ett företag attsamskapa värde med kunder genom innehållsmarknadsföring och den presenterar även ettgenerellt förslag på hur detta kan bli utfört. Slutligen hoppas vi att vår avhandling harmöjlighet att stå till grund för vidare forskning, exempelvis gällande vilka digitala plattformarsom är de mest effektiva i innehållsmarknadsföring från ett business to business perspektiv,eftersom detta inte var syftet med vår studie.
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Andersson, Joakim, Linus Runesson, and Casper Svensson. "The power of in-store technology : A qualitative study about how in-store technology creates value for Swedish retail companies and their customers." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-95755.
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With an ongoing development in technology, retailers faces new challenges in terms of higher customer expectations. To meet these expectations, retail companies can use in-store technology to enhance the shopping experience and to create more value. This study aims to provide an understanding of in-store technology and how retailers can work with these tools in order to create customer value and improve the customer experience. The purpose of this study will be to investigate the Swedish market and see how Swedish retail companies work with in-store technology. In this context, the following research questions were formed: (1) How do retail managers use in-store technology to create value for the customers? and (2) How do in-store technology affect frontline employees within retail? In order to answer these questions, a qualitative method was used, where five different retail companies were interviewed, which all have implemented in-store technology. Before the empirical gathering, we chose to keep the companies and the respondents anonymous in order for us to reduce the risk for complications later on in the thesis. This study aims to provide theory and to get an understanding of in-store technology and how companies can use it to develop their business. A conceptual framework was made to clarify which concepts that was used in order to answer these questions. These concepts were in-store technology, customer value creation, convenience, frontline employees, customer engagement and improved customer experience. The empirical findings generated theory in which the authors developed two models: (1) The value dynamics, which describe how in-store technology and the interplay between managers, frontline employees, and customers generate value to each other. (2) A three step model where the authors have several suggestions of what retail companies should think of when they implement new technology. The results of this study conclude how retail companies can use in-store technology in order to create customer value to improve the customer experience. In-store technology has created more value for the customer in terms of a more convenient shopping experience, and in-store technology provides the customer with more information which makes the shopping experience more independent as well. In-store technology has also contributed, in some extent, to a better working environment for frontline employees.
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Curo, Varillas Bruno Francisco. "El Social Media Marketing, la Co-creation of Value y el Customer Brand Engagement en relación al Customer Satisfaction en las marcas deportivas." Bachelor's thesis, Universidad Peruana de Ciencias Aplicadas (UPC), 2020. http://hdl.handle.net/10757/655636.
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El presente estudio se centra en analizar las variables Social Media Marketing, Co-creation of Value y Customer Brand Engagement en relación al Customer Satisfaction en marcas deportivas. En primer lugar, existen marcas deportivas que ya han implementado la Co-creación como estrategia en sus redes sociales con el objetivo de generar valor para la marca a través de la participación de sus consumidores. Con lo cual, la mencionada variable fortalece la relación entre la marca y el cliente, dado que el público esté dispuesto a asumir el rol como co-creadores de productos de las marcas deportivas, lo cual, la participación activa de los consumidores se relacionaría con la satisfacción y lealtad hacia la marca. Por último, este estudio se enfocarán en hombres y mujeres entre 25 y 35 años que son activas en redes sociales y frecuentemente cocrean con las marcas deportivas que siguen y compran. A dicho público objetivo se le aplicará encuestas donde se aplicará el muestreo no probabilística con un cálculo poblacional infinito, lo cual se va a medir de acuerdo a una escala de likert.This study focuses on analyzing the variables Social Media Marketing, Co-creation of Value and Customer Brand Engagement in relation to Customer Satisfaction in sports brands. In the first place, there are sports brands that have already implemented Co-creation as a strategy in their social networks with the aim of generating value for the brand through the participation of their consumers. With which, the aforementioned variable strengthens the relationship between the brand and the client, given that the public is willing to assume the role as co-creators of sports brand products, which, the active participation of consumers would be related to satisfaction and loyalty to the brand. Finally, this study will focus on men and women between the ages of 25 and 35 who are active on social media and usually co-create with the sports brands they follow and buy. Surveys will be applied to said target audience where non-probability sampling will be applied with an infinite population calculation, which will be measured according to a Likert scale.
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Jiang, Xin [Verfasser], Mei [Gutachter] Wang, and Sven-Volker [Gutachter] Rehm. "A framework for servitization : enhance value proposition through customer engagement / Xin Jiang ; Gutachter: Mei Wang, Sven-Volker Rehm." Vallendar : WHU - Otto Beisheim School of Management, 2020. http://d-nb.info/1213723914/34.
Full textBooks on the topic "Customer engagement value"
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Perry, Linda J., Oana Damian, and Amit Lagu. Understanding the Value of Social Media at Airports for Customer Engagement. Washington, D.C.: Transportation Research Board, 2014. http://dx.doi.org/10.17226/22351.
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Sweeney, Jill. Word-of-Mouth Marketing. Edited by Erina L. MacGeorge and Lyn M. Van Swol. Oxford University Press, 2018. http://dx.doi.org/10.1093/oxfordhb/9780190630188.013.18.
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Word of mouth (WOM) reflects informal communication between private individuals that evaluates goods and services (Anderson, 1998). It provides a highly credible means of persuasion because the communicator is not seen as having a vested interest in selling the recommended product or service. In this chapter, WOM is conceptualized as a type of advice between private parties (typically consumers), focused on goods or services, and not necessarily purposeful or directive. WOM is a very powerful tool, especially given the relatively new focus in marketing on customer engagement and the customer’s role in value co-creation in the context of market offerings. However, over the decades, a number of myths have developed surrounding the effects of WOM. These myths are challenged within a review of the research literature. Suggestions for future research directions, research methods to capture WOM, and some best practices are also discussed.
Book chapters on the topic "Customer engagement value"
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Wiesel, Thorsten. "Customer Engagement Value." In Kundenwert, 113–37. Wiesbaden: Springer Fachmedien Wiesbaden, 2017. http://dx.doi.org/10.1007/978-3-658-10920-2_6.
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Minnema, Alec, Tammo H. A. Bijmolt, J. Andrew Petersen, and Jeffrey D. Shulman. "Managing Product Returns Within the Customer Value Framework." In Customer Engagement Marketing, 95–118. Cham: Springer International Publishing, 2017. http://dx.doi.org/10.1007/978-3-319-61985-9_5.
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Venkatesan, Rajkumar, J. Andrew Petersen, and Leandro Guissoni. "Measuring and Managing Customer Engagement Value Through the Customer Journey." In Customer Engagement Marketing, 53–74. Cham: Springer International Publishing, 2017. http://dx.doi.org/10.1007/978-3-319-61985-9_3.
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Sudarti, Ken, Olivia Fachrunnisa, Hendar, and Ardian Adhiatma. "Religious Value Co-Creation: A Strategy to Strengthen Customer Engagement." In Complex, Intelligent and Software Intensive Systems, 417–25. Cham: Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-79725-6_41.
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Balasooriya, Isuru, Jordi Conesa, Enric Mor, and M. Elena Rodríguez. "Student Engagement Value (SEV): Adapting Customer Lifetime Value (CLV) for a Learning Environment." In Advances on P2P, Parallel, Grid, Cloud and Internet Computing, 601–10. Cham: Springer International Publishing, 2017. http://dx.doi.org/10.1007/978-3-319-69835-9_56.
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Leonhardt, James M., and Igor Makienko. "Keep It Simple, Readability Increases Engagement on Twitter: An Abstract." In Back to the Future: Using Marketing Basics to Provide Customer Value, 333–34. Cham: Springer International Publishing, 2017. http://dx.doi.org/10.1007/978-3-319-66023-3_116.
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Cruz, Ryan, and James M. Leonhardt. "You’ve Got It! Pronouns Increase Self-Referencing and Engagement on Facebook: An Abstract." In Back to the Future: Using Marketing Basics to Provide Customer Value, 103. Cham: Springer International Publishing, 2017. http://dx.doi.org/10.1007/978-3-319-66023-3_40.
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Donsbach, Julia, and Matthias H. J. Gouthier. "Customer Delight as an Ex Ante and Ex Post Factor of Positive Customer Engagement Behavior: Interactive Value Creation in Customer Management." In Interaktive Wertschöpfung durch Dienstleistungen, 211–34. Wiesbaden: Springer Fachmedien Wiesbaden, 2015. http://dx.doi.org/10.1007/978-3-658-08518-6_10.
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Kumpu, Jonna, Juho Pesonen, and Johanna Heinonen. "Measuring the Value of Social Media Marketing from a Destination Marketing Organization Perspective." In Information and Communication Technologies in Tourism 2021, 365–77. Cham: Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-65785-7_35.
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AbstractEven though social media is one of the most significant marketing tools in tourism, the measurement of its value is still developing. Assessing return-on-investment on social media marketing is challenging. Thus, destination marketing organizations (DMOs) are nonetheless pouring money and time in social media marketing without being aware of the results. In this study, we seek to understand what DMOs are measuring in social media marketing that they do and why. The qualitative data was gathered via semi-structured interviews among eight representatives of Finnish DMOs. The interview responses were analyzed with a theory-guided content analysis method. The results demonstrate that even though the goals for social media presence are clear, the actions taken are more of an experimental nature and undocumented. Only the basic metrics that the platforms automatically provide are used and the evaluation of financial value is difficult. However, social media marketing creates value beyond financial value. Non-measurable data like customer emotions and opinions in various channels are considered as important especially to understand customer engagement. Even though the evaluation of financial value is challenging the total value of social media marketing is considered extremely valuable. Social media marketing is utilized in decision-making by top management especially with the help of measurable data. In addition to this, non-measurable insights are utilized in product development and marketing planning.
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Lavrijssen, Saskia, and Blanka Vitéz. "Good Governance and the Regulation of the District Heating Market." In Shaping an Inclusive Energy Transition, 185–227. Cham: Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-74586-8_9.
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AbstractThis chapter discusses how the fundamental values of energy democracy and energy justice and the principles of good governance can play a role in developing a more consistent approach towards the regulation of the energy sector and, more in particular, in dealing with the challenges of regulating the heat transition in the Netherlands in a just way. Energy justice and energy democracy are energy specific concepts that are gaining influence when interpreting and applying the principles of good governance in the energy sector. Both concepts are based on the awareness that the energy transition is a matter for all citizens of the European Union and should not be ignored by policymakers and independent regulators. The heat transition in the Netherlands significantly impacts the position of consumers, prosumers and vulnerable customers, as an ever-larger group of consumers will be disconnected from the gas grid and will be connected to heat networks. Energy democracy and energy justice and the principles of good governance are important values that should guide policy-makers in making choices that affect consumer participation and the protection of vulnerable customers in the heat transition. It is elaborated how energy democracy and energy justice and the principles of good governance indeed can provide a useful framework within which advantages and disadvantages can be weighed of regulatory choices to be made when modernising the regulation of the heat market in a just way. In particular, there remains a lot to gain in terms of flexible regulation and supervision as well as the facilitation of consumer/prosumer participation in the Netherlands. Because it is likely that most heat consumers will remain locked in for a relatively long time in natural monopolies facilitated by older generation heat networks and the lack of alternative heating, substantive consumer-participation could yield positive results regarding community engagement in heat network management and heat supply.
Conference papers on the topic "Customer engagement value"
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Vanderveld, Ali, Addhyan Pandey, Angela Han, and Rajesh Parekh. "An Engagement-Based Customer Lifetime Value System for E-commerce." In KDD '16: The 22nd ACM SIGKDD International Conference on Knowledge Discovery and Data Mining. New York, NY, USA: ACM, 2016. http://dx.doi.org/10.1145/2939672.2939693.
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Chin, Thoo Ai, Farrah Merlinda Muharam, Lee Yoke Lai, Zuraidah Sulaiman, Huam Hon Tat, and Tan Liat Choon. "Perceived value and customer brand engagement of transportation network company facebook fan page." In THE 6TH INTERNATIONAL CONFERENCE ON MANUFACTURING, OPTIMIZATION, INDUSTRIAL AND MATERIAL ENGINEERING : MOIME18. Author(s), 2018. http://dx.doi.org/10.1063/1.5080058.
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Djaya, Kristoforus Hendra, and Erman Arif Sumirat. "Applying Customer Lifetime Value to Justify Investment in Clinic Management System to Improve Customer Engagement in a Multi Chain Clinic." In Proceedings of the 1st International Conference on Economics, Business, Entrepreneurship, and Finance (ICEBEF 2018). Paris, France: Atlantis Press, 2019. http://dx.doi.org/10.2991/icebef-18.2019.152.
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Radeswandri, Radeswandri, and Ginta Ginting. "Community-Based Action Model Through Customer Engagement to Reinforce Value Co-Creation: Behavioral Approach (Case: Entrepreneurship in Organic Food)." In 2nd International Seminar on Business, Economics, Social Science and Technology (ISBEST 2019). Paris, France: Atlantis Press, 2020. http://dx.doi.org/10.2991/aebmr.k.200522.037.
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Al Alawi, Ibrahim, and Chris Kuijken. "Forty Years of AlMansoori Focused Workforce Engagement. A Catalyst for Customer Value, International Growth, Profitability with Happy Clients and Happy Employees!" In Abu Dhabi International Petroleum Exhibition & Conference. Society of Petroleum Engineers, 2017. http://dx.doi.org/10.2118/188716-ms.
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"Prosumers’ Engagement in Business Process Innovation – The Case of Poland and the UK." In InSITE 2019: Informing Science + IT Education Conferences: Jerusalem. Informing Science Institute, 2019. http://dx.doi.org/10.28945/4229.
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[This Proceedings paper was revised and published in the 2019 issue of the Interdisciplinary Journal of Information, Knowledge, and Management, Volume 14.] Aim/Purpose: The main purpose of this paper is to identify prosumers’ engagement in business process innovation through knowledge sharing. Background: In the increasingly competitive knowledge-based economy, companies must seek innovative methods of doing business, quickly react to consumer demand, and provide superior value to consumers. Simultaneously, contemporary consumers, named “prosumers”, want to be active co-creators of value and satisfy their consumption needs through collaboration with companies for co-creation, co-design, co-production, co-promotion, co-pricing, co-distribution, co-consumption, and co-maintenance. Consequently, consumer involvement in development and improvement of products and business process must be widely analyzed in various contexts. Methodology: The research is a questionnaire survey study of 388 prosumers in Poland and 76 in the UK. Contribution The contribution of this research is twofold. First, it identifies how prosumers can be engaged in business processes through knowledge sharing. Second, it investigates the differences between Poland- and UK-based prosumers in engagement in business process. Findings: The study found that prosumers are engaged in knowledge sharing at each stage of the business process innovation framework. However, there are differences in the types of processes that draw on prosumers’ engagement. Prosumers in Poland are found to engage mostly in the business process of developing and managing products, whereas prosumers in the UK engage mostly in the business process of managing customer services. Recommendations for Practitioners: This study provides practitioners with guidelines for engaging prosumers and their knowledge sharing to improve process innovation. Companies gain new insight from these findings about prosumers’ knowledge sharing for process innovation, which may help them make better decisions about which projects and activities they can engage with prosumers for future knowledge sharing and creating prospective innovations. Recommendations for Researchers: Researchers may use this methodology and do similar analysis with different samples in Poland, the UK, and other countries, for many additional comparisons between different groups and countries. Moreover, a different methodology may be used for identifying prosumers’ engagement and knowledge sharing for processes improvement. Future Research: This study examined prosumers’ engagement from the prosumers’ standpoint. Therefore prosumers’ engagement from the company perspective should be explored in future research.
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Čelik, Anže, Matjaž Rupnik, and Marko Žust. "Identification of root cause based on simulation approach." In International conference Fluid Power 2021. University of Maribor Press, 2021. http://dx.doi.org/10.18690/978-961-286-513-9.13.
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The paper shows and explains customer claim regarding improper functionality of hydraulic brake valve integrated into harvester machine. Further, the paper also presents simulation-based approach to understand and solve the issue. In the first step, fully detailed one-dimensional (1D) lumped model has been made in order to reproduce customer issue. Here, it is essentially to mention that (simplified) customer environment/machine was also part of detailed 1D numerical model – customer engagement in root-cause analysis is important. Thanks to detailed simulation model, deep understanding of the key parameters that affect the machine malfunction was possible in the second step. Model allows performing sensitivity study on key parameters with high fidelity. Lastly, based on detected key parameters, harvester brake valve has been updated/redesigned and sent to customer for final validation. Customer satisfaction along with short and effective response time of Poclain development team convert challenge situation to success.
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Farhana, Mosarrat, and Daniel Swietlicki. "Digitalization as a Game-Changer: A Study on Swedish Video Game Industry." In The 2st Linnaeus Student Conference on Information Technology: Digital Transformation in the Contemporary World. Lnu Press, 2021. http://dx.doi.org/10.15626/lscit2020.01.
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The purpose of this study is to extend the understanding of the business model of video game retailers using online and physical stores. It focuses on the impact of digitalization on the retailing industry considering different actors like retailers and consumers. This is a qualitative multiple-case study based on deductive reasoning. Two cases of click-and-mortar retailers operating in the Swedish video game industry have been considered along with feedback from customers. Online personal interviews and semi-structured interviews have been conducted with retailers and customers respectively. Both primary and secondary data have been used. Findings show that video game retailers need to encourage engagement through incentives and other activities to create value and change up their formats and sales strategies through pricing to reach new customers and focus on design of their online store fronts to convey trustworthiness. It offers some insightful practical suggestions to retailers who are struggling hard to adopt digital transformations in the industry. Authors’ proposed research model, based on Sorescu et al. (2011)’s retail business model and the empirical findings, contributes in the less explored domain of research on business models from retailer’s perspectives. Moreover, it adds values in industry specific study like the video game industry in Sweden considering all actors, which is argued as scarce.
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Sreedharan, Priya, Jamil Farbes, and Eric Cutter. "Delivering Renewable Integration Services Through University Microgrid Operations: A University of California, San Diego Microgrid Case Study." In ASME 2014 8th International Conference on Energy Sustainability collocated with the ASME 2014 12th International Conference on Fuel Cell Science, Engineering and Technology. American Society of Mechanical Engineers, 2014. http://dx.doi.org/10.1115/es2014-6672.
Full textAbstract:
Integrating high penetration variable renewables in economically and operationally plausible ways is a current clean energy challenge facing many countries and regions, including California. Renewable energy deployment is a relevant pathway to decarbonize the electricity sector and reduce greenhouse gas emissions (GHGs) and mitigate the harmful effects of climate change. This paper highlights the key findings from a recently completed study, funded by the California Solar Initiative, to develop and investigate strategies to integrate high penetration renewable energy and solar photovoltaic (PV) systems using distributed energy resources (DER). We develop hypothetical operating strategies that utilize the DER present in campus microgrids, such as combined heat and power (CHP) systems and thermal energy storage, and evaluate these based on economic criteria. Our host site is the University of California, San Diego (UCSD) microgrid, which has a rich DER base that includes a 2.8 MW fuel cell powered by directed biogas, 30 MW of onsite generation, steam and electric chillers, thermal storage and roughly 1.5 MW of onsite solar PV. We develop and evaluate three types of strategies for integrating renewable generation: peak load shifting, on-site PV firming, and grid support. We analyze these strategies with an hourly dispatch optimization model and one year of data. We define a successful renewable integration strategy as one that is operationally plausible and economically viable. We find all three classes of strategies are technically feasible and can be cost-effective under certain conditions. However, we find that the value proposition to customers such as the UCSD campus, under current tariff structures and market prices, will need to be higher to motivate such customers to offer these services, given the risks associated with changing microgrid operations from regular practice. Our findings suggest alternative incentive mechanisms and engagement strategies beyond those pathways currently available are needed to leverage the potential of DER at campuses for renewables integration purposes. Such efforts are relevant not only to campus resources but to similar commercial and industrial loads across California, including the vast combined heat and power resources.