Relevant bibliographies by topics / Customer intimacy

Contents

  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers
  6. Reports

Academic literature on the topic 'Customer intimacy'

Author: Grafiati
Published: 4 June 2021
Last updated: 3 February 2022

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Journal articles on the topic "Customer intimacy"

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Kai‐Uwe Brock, Jürgen, and Josephine Yu Zhou. "Customer intimacy." Journal of Business & Industrial Marketing 27, no. 5 (June 8, 2012): 370–83. http://dx.doi.org/10.1108/08858621211236043.

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Nora, Liza. "Testing customer’s knowledge on customer intimacy and its impact on repurchase intention." VINE Journal of Information and Knowledge Management Systems 49, no. 4 (November 11, 2019): 594–608. http://dx.doi.org/10.1108/vjikms-03-2019-0041.

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Purpose The purpose of this paper is testing customer’s knowledge on customer intimacy and its impact on repurchase intention, specifically to Bank Muamalat’s customers in Jakarta, Indonesia. Design/methodology/approach This research was conducted at sharia bank with research subject that is a customer of Bank Muamalat reasons to choose Bank Muamalat as a representative of other sharia banks as a place of research because it is the first sharia bank in Indonesia and more experienced in implementing sharia practices. The branch offices approved as research sites are only seven branch offices (Panglima Polim, Slipi, Tanah Abang, Kemayoran, Mangga Dua, Buaran and Kalimalang) in five areas of DKI Jakarta (Central Jakarta, West Jakarta, South Jakarta, East Jakarta and North Jakarta). Respondents at the seven branch offices are considered to represent customers of Bank Muamalat in the area of Jakarta. Data were collected from August to December 2017. Findings High customer knowledge is able to encourage customer intimacy, and high customer intimacy is also able to encourage repurchase intention. On the other hand, it was found that customer knowledge was not directly able to increase the intention of repeat purchase. However, from the mediation test (indirect effect) is seen with high customer knowledge, supported by the high customer intimacy, it can indirectly increase the high repurchasing intention. Originality/value Originality is seen from testing the mediation effect of customer intimacy on the influence of customer knowledge on purchase intentions. Furthermore, inconsistencies put the customer’s familiarity with familiarity, and familiarity with the intention of repeat purchase, are re-examined in the context of sharia banks. It is assumed the test results will be different if done in different countries and institutions.
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Tabrani, Mirza, Muslim Amin, and Ahmad Nizam. "Trust, commitment, customer intimacy and customer loyalty in Islamic banking relationships." International Journal of Bank Marketing 36, no. 5 (June 4, 2018): 823–48. http://dx.doi.org/10.1108/ijbm-03-2017-0054.

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PurposeThe purpose of this paper is to investigate the role of trust in enhancing customer loyalty, and to test the mediation role of commitment and customer intimacy in the relationship between trust and customer loyalty.Design/methodology/approachA total of 500 questionnaires were distributed and 200 were returned (40 percent response rate), and a structural equation modeling technique was used to test the hypotheses.FindingsThe results of this study show that trust has a significant relationship with commitment and customer intimacy but no significant relationship was found with customer loyalty. Commitment and customer intimacy have a significant relationship with customer loyalty. The mediation analysis reveals that commitment and customer intimacy play a mediation role in the relationship between trust and customer loyalty.Practical implicationsThis study indicates that commitment and customer intimacy affect customer loyalty. The role of commitment and customer intimacy as a mediator between trust and customer loyalty indicates that customers are committed to continuing and maintaining the relationships with Islamic banks.Originality/valueThis study provides empirical evidence on interrelationships between trust, commitment, customer intimacy and customer loyalty in banking relationships.
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Nora, Liza. "Trust, commitment, and customer knowledge." Management Decision 57, no. 11 (November 12, 2019): 3134–58. http://dx.doi.org/10.1108/md-10-2017-0923.

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Purpose The purpose of this paper is to determine the influence of customer trust, religious commitment, customer’s knowledge on customer intimacy and its impact on relational commitment and repurchase intention, especially in Sharia banks in Indonesia. Design/methodology/approach This study was conducted in Sharia Banks in Jakarta Bogor, Tangerang Bekasi (Jabotabek) area. The population of this study covered all bank customers. Because of the large population, the researchers took samples of the population. The partial least square (PLS) analysis tool was also appropriate to be used to analyze data from smaller samples. In total, 100 respondents were selected using a snow bowling sampling technique in August–September 2017. Findings Higher customer trust enhances the customer intimacy. Stronger religious commitment also strengthens the customer intimacy. It has been confirmed that customer intimacy enhanced the relational commitment among clients in Sharia banks in Indonesia. The results show that high customer knowledge is able to encourage customer intimacy, and high customer intimacy is also able to encourage repurchase intention. On the other hand, it was found that customer knowledge was not directly able to increase the intention of repeat purchase. However, from the mediation test (indirect effect) is seen with high customer knowledge, supported by the high customer intimacy, it can indirectly increase the high repurchasing intention. Originality/value There are some research gaps that were considered as the theoretical foundation and research framework in this study. The focus of this study was on the role of customer intimacy in mediating the influence of trust and religious commitment on relational commitment. Based on the empirical review, this study attempted to develop customer intimacy antecedents by testing religious commitment, which becomes the originality of this study. This study was done based on some empirical results indicating that the antecedent of customer intimacy still varied while it needed to be immediately developed. Furthermore, the inconsistencies in the correlation between customer intimacy and relational commitment were later re-examined in the context of Islamic banks. It was assumed that the test would result in different findings as the test was done in a different countries and institutions.
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Muhammad Umer Quddoos, Muhammad Asif Shamim, Muhammad Ramzan Sheikh, and Muhammad Tariq. "What Drives Customer Loyalty in Islamic Banking? An Evidence from Pakistan." Journal of Accounting and Finance in Emerging Economies 7, no. 1 (January 26, 2021): 53–63. http://dx.doi.org/10.26710/jafee.v7i1.1530.

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This study investigates the role of customer intimacy, commitment, and trust in increasing their loyalty and mediating role across trust and customer loyalty nexus. A total of 500 questionnaires were disseminated but 404 of these were included for analysis (approx. 81% response rate). The hypotheses were tested through the structural equation modeling technique using smart PLS. The results indicate that trust has a significant nexus with commitment, customer intimacy, and loyalty. Both commitment and customer intimacy have a significant nexus with customer loyalty. The mediation analysis reveals that commitment and customer intimacy act as important mediating variables in the nexus. The research outcome supports the notion that as the level of trust increases the level of intimacy, commitment, and loyalty would tend to increase as well. The results further reveal that customers are devoted towards persistent and continuing association with Islamic banks. Commitment, trust, and customer intimacy prove to be the foundation factors for building and strengthening customer loyalty. It emerges, that in terms of hierarchy, the customer trust needs to be evolved at the initial level consistently followed by customers' intimacy, commitment, and loyalty.
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Martens, Carmen, Jasmien Herssens, and Cécile Delcourt. "Design Supporting a ‘Customer-Perceived Intimacy’-Strategy in Healthcare Services." Proceedings of the Design Society: International Conference on Engineering Design 1, no. 1 (July 2019): 927–36. http://dx.doi.org/10.1017/dsi.2019.97.

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AbstractGiven that we live in a time within a growing competitive healthcare market, the customer experience and healing opportunities are on top of the priority list. However, little attention has been dedicated on how to merge the disciplines of architecture, healthcare and management to create healthcare environments to enhance the customer experience and the healing process. The goal of this paper is to explore how design can foster customer-perceived intimacy within a healthcare context to achieve enhanced customer outcomes, such as customer well-being. Understanding the importance of customer- perceived intimacy is paramount, as customers are constantly exposed to intimate situations. The study suggest that there is potential for such situations to be wrought with problems involving complexities associated with human cognition, emotions, physiological responses, and behaviors. A literature review is undertaken to highlight the antecedents and the short-term and long-term outcomes of customer- perceived intimacy. As a result, the paper provides a conceptual framework that raises many questions that need to be answered. In doing so, a solid foundation for future inquiry has been laid.
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Kamal (Universitas Padjadjaran - Indonesia), Irsyad, Deru R. Indika (Universitas Padjadjaran - Indonesia), and Muhamad Aqshel Revinzky (Universitas Padjadjaran - Indonesia). "APAKAH KEINTIMAN KEPADA KONSUMEN BERPENGARUH TERHADAP KEPUASAN KONSUMEN? STUDI KASUS PADA TEMPAT PENYEDIA JASA SERVIS MOBIL DI KOTA BANDUNG." Jurnal Manajemen Industri dan Logistik 3, no. 2 (November 29, 2019): 164–73. http://dx.doi.org/10.30988/jmil.v3i2.61.

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Abstract A shift in marketing orientation, from transactional marketing to long-term and involves emotions that become the current trend. Many ways and efforts made by the company to win the current competition is to conduct customer intimacy towards its customers. This research is aimed to see how the relationship between customer intimacy and customer satisfaction, measured using ordinary linear regression. Independent variable in this research is customer intimacy with factors of Tailoring, Coaching, and Partnering, and dependent variable customer satisfaction with Tangible, Empathy, Responsiveness, Reliability and Assurance as its factors, processed using customer satisfaction index method. Purposive sampling method is used to reach 100 respondents and the data is analyzed using ordinary linear regression. Simultaneous t- test is used to test hypotheses with significance level of 10%. Result shows that customer intimacy has positive and significant influence to customer satisfaction. Customer intimacy is able to define 14,8% customer satisfaction. This indicates a low relationship of customer intimacy to customer satisfaction in car service center. Keywords: customer intimacy; customer satisfaction; service quality Abstrak Orientasi pemasaran yang mulai beralih dari pemasaran transaksional menjadi pemasaran yang bersifat jangka panjang dan melibatkan emosi menjadi tren saat ini. Banyak cara dan upaya yang dilakukan oleh perusahaan untuk memenangkan persaingan saat ini adalah dengan melakukan customer intimacy terhadap konsumen nya. Penelitian bertujuan untuk melihat hubungan antara customer intimacy terhadap customer satisfaction yang diukur berdasarkan regresi linier sederhana. Penelitian ini menggunakan customer intimacy sebagai variable independen dengan faktor-faktor Tailoring, Coaching, dan Partnering sedangkan variabel dependen yang digunakan adalah customer satisfaction dengan faktor-faktor Tangible, Empathy, Responsiveness, Reliability, dan Assurance yang diolah menggunakan metode customer satisfaction index. Penelitian ini menggunakan metode purposive sampling sebagai sampel dengan menggunakan 100 tanggapan responden untuk diteliti. Data dianalisis dengan regresi linear sederhana. Pengujian hipotesis menggunakan Uji t simultan dengan tingkat signifikansi 10%. Hasil pengujian menggunakan uji t menunjukkan bahwa di tempat penyedia jasa servis mobil variabel customer intimacy berpengaruh positif signifikan terhadap customer satisfaction. Selain itu variabel customer intimacy dapat menjelaskan 14,8% variabel customer satisfaction. Hal ini mengindikasikan adanya pengaruh yang rendah tapi pasti dari customer intimacy terhadap customer satisfaction di tempat penyedia jasa servis mobil. Kata kunci: keintiman kepada konsumen; kepuasan konsumen; kualitas servis
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de Waal, André, and Béatrice van der Heijden. "Increasing customer loyalty and customer intimacy by improving the behavior of employees." Journal of Strategy and Management 9, no. 4 (November 21, 2016): 492–510. http://dx.doi.org/10.1108/jsma-06-2015-0045.

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Purpose One of the most important characteristics of high-performance organizations is that these organizations always aim at servicing their customers as best as possible. In practice, this means that the employees of these organizations have to behave toward customers in such a way that these customers are not only fully satisfied but also become loyal to the organization. The purpose of this paper is to look at the concrete behaviors that are needed to create this customer loyalty. Design/methodology/approach From a literature review the items that potentially are of influence on creating customer loyalty and customer intimacy were identified, based on a previous validated questionnaire while adding additional items. These items were subsequently validated in practice with a questionnaire distributed among people who are in daily life regular customers of organizations. Findings The research results show that there are eight behavioral factors of importance to create customer loyalty and customer intimacy: first, service quality delivered by employees; second, capability of employees to deliver high quality; third, empathy of employees toward customers’ wishes and needs; fourth, understanding of employees of customers’ needs; fifth, responsiveness of employees toward the needs of customers; sixth, courtesy of employees toward customers; seventh, service manner of employees; and finally, trust customers place in employees. Research limitations/implications The implication of this research is that, now that the behavioral factors are known, an organization can make sure its employees focus on displaying these behaviors toward customers consistently over time, in order to make sure customers will experience the organization as a high-performance organization and will feel loyalty toward the organization. Originality/value The research described in this paper adds to the literature in the sense that it encompasses previous research into once item list and specifically looks at behaviors that create excellent service and thereby customer loyalty and customer intimacy, both concepts that go beyond the much researched topic of customer satisfaction.
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Wood, Andy. "The 2013 Customer Intimacy Index." Journal of Direct, Data and Digital Marketing Practice 15, no. 1 (July 2013): 64–70. http://dx.doi.org/10.1057/dddmp.2013.36.

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Stephen, Andrew, and Yasmeen Ahmad. "Recreating Intimacy With Connected Consumers." GfK Marketing Intelligence Review 9, no. 2 (November 27, 2017): 48–53. http://dx.doi.org/10.1515/gfkmir-2017-00018.

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Abstract In the good old times shop manager knew their customers personally and were able to tailor offerings to their needs and desires. But how can we create meaningful moments for connected consumers in global markets? Yasmeen Ahmad explains how in digital times data fill in. Smart algorithms help generate insights and enable real time action to provide the right product and service to the right customer at the right time. Companies that don’t want to be left behind a digital elite need to remain close to their customers across multiple digital touchpoints. Being capable of reading, interpreting and acting upon consumers` traces is a prerequisite.
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Dissertations / Theses on the topic "Customer intimacy"

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Míček, Martin. "Customer Intimacy in Mobile Retail." Master's thesis, Vysoká škola ekonomická v Praze, 2009. http://www.nusl.cz/ntk/nusl-72203.

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The master thesis deals with the topic of customer intimacy in mobile telecommunications and describes how the concept of a value-based strategic approach called "customer intimacy" can be applied in telecommunications industry, illustrated on an example of a mobile operator customer relationship lifecycle model. The goal of the thesis is to evaluate mobile telecommunications industry potential for application of the value discipline of customer intimacy and illustrate a high-level framework of Customer Lifecycle Management model as the first transformational step towards customer-intimate organizational design. The thesis sets main hypothesis on the assumption that adoption of the strategy and principles of customer intimacy enable a mobile operator to capture ownership of positive customer experience and secure a sustainable competitive advantage, thereby presenting a powerful counter-measure against the zero-growth industry outlook. As a sub-hypothesis the author postulates the statement that CLM infuses highly-effective methods to capture additional customer value and positively affect mobile operators' profitability. The theoretical part defines characteristics and components of customer value in business relationships and describes truths featuring the new world of competition. This new paradigm of competition leads to the definition of rules for delivering superior value in the following subchapter. Consequently, three value-based strategic approaches towards market leadership (denoted as "value disciplines") are identified and characterized. The second part presents the goals and key principles of the value discipline of customer intimacy and adverts to distinctions in theory and business practice. The author identifies forces driving strategic initiatives focusing on customer value perception and expectations. In this part the opportunities for adoption of customer intimacy in consumer telecommunications industry are also assesses. The penultimate subchapter describes concept of customer experience cycle that will be leveraged in the practical part of the thesis. The last subchapter then examines the importance of service identity for telecoms' successful adoption of the discipline of customer intimacy. The third part is analytical and provides industry research of European telecommunications market. The individual subchapters describe trends in development of fundamental performance indicators. In the fourth, practical part, the author presents the topic of customer lifecycle management. It describes what basic set of expectation customers have towards the relationship with a mobile operator. Then, a conceptual framework of customer lifecycle model is composed and analyzed. The penultimate subchapter pinpoints measures of value based customer profitability, interprets their applicability for decision-making on market investments, and indicates their interlock to value for shareholders. In the last subchapter, a set of recommendations is provided to mobile operators considering infusion of customer intimate principles into their organization. With respect to the practical part and main hypothesis, the author regards the goal of the thesis as fully achieved and the sub-hypothesis of the practical part as confirmed as well. The author used the following methods of research: general research of corporate strategy, marketing and CRM literature, interviews with telecommunications professionals, analysis of corporate financial filings, collection and reading of market research papers and consulting reports, study of statistical data.
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Gomez, Andres Jorge. "Customer intimacy strategy in B2B technology businesses in Colombia." reponame:Repositório Institucional do FGV, 2015. http://hdl.handle.net/10438/16389.

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The main objective of this Thesis is to analyze Customer Intimacy Strategy in B2B technology businesses in Colombia and the variables that have a direct relationship with it like perception, trust and networking. And how a Customer Intimacy Strategy can affect a company to achieve positive or negative results in an operation, in terms of business opportunities, relations and profitable and sustainable sales if properly managed or mismanaged. With a population of almost 50 million people, GDP average growth of 4.22%(considering 2013 up to 2017), a strategic geographic location in Latin America close to the middle of the region with direct access to the Pacific and Atlantic oceans, on the verge to reach a peace agreement ending its long time social and security conflict with the local guerrillas, Colombia is a country with a stable economic present and promising future. But despite the appealing business landscape and opportunities both in number and size, it is a developing economy where firms who are willing to run a startup or who currently have B2B technology operations in this country will find out that uncertainty and mistrust are two of the most critical variables that need to be overcome in order to achieve success. Their relevance will vary from one region to another, but will still be considered of most importance throughout the country. This matter is highly important to B2B technology businesses in Colombia because few firms are aware of the importance of customer intimacy strategy, believing that it is just a matter of social relationships and not considering the diverse number of variables such us perception, trust and networking that compose it. Customer intimacy strategy at the end becomes the main and most relevant source of sales in a B2B technology environment in Colombia.
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Habryn, François [Verfasser], and G. [Akademischer Betreuer] Satzger. "Customer intimacy analytics : leveraging operational data to assess customer knowledge and relationships and to measure their business impact / Francois Habryn ; Betreuer: G. Satzger." Karlsruhe : KIT Scientific Publishing, 2012. http://d-nb.info/1184492972/34.

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Hicintuka, Melissa, and Helin Öven. "Covid-19: How does it affect international e-commerce firms? : A qualitative case study about how the Covid-19 situation affects e-commerce firms and how they respond to it." Thesis, Linnéuniversitetet, Institutionen för organisation och entreprenörskap (OE), 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-96835.

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The purpose of this thesis is to investigate how Covid-19 affects international e-commerce firms. Covid-19 has been the source of changes in the international business environment across world from the beginning of year 2020. The effects on e-commerce firms are nearly unknown, therefore this research is unique. The aim of this study is to gain more knowledge on how international e-commerce firms are responding to the pandemic. By following a qualitative research method, the study will explore and conduct a deeper understanding on the e-commerce firms experience through a data collection. The literature review has been established, theories are mostly related to digital business environment and international value chain activities. The literature review has been summed up into a conceptual framework which illustrates the connections between the theories and Covid-19. Furthermore, the conceptual framework has been used to analyze the findings from the empirical data which was conducted in a multi-case study. The analysis chapter discusses similarities differences between the cases and connection to theory. Lastly, the conclusion chapter of this thesis concludes the findings and analysis, and it contains theoretical implications, recommendations, limitations and suggestions for future research.
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Stevens, Ana. "Options for developing a new mid micron value proposition for consumers." Lincoln University, 2007. http://hdl.handle.net/10182/364.

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The research for this thesis "Options for Developing a New Mid Micron Value Proposition for Consumers", is a part of a larger "New Mid Micron Products" project initiated by Mid Micron New Zealand Inc with the key goal of turning the Mid Micron Sector into a more vibrant and profitable one. The motivation for the project can be found in the dramatic fall in demand for New Zealand Mid Micron wool over the past decade. Two dominant causes for the fall in demand for Mid Micron wool were identified: the substandard skin comfort of final products made from Mid Micron wool, and a problem with the structure of the Mid Micron Sector. These problems are addressed in the "New Mid Micron Products" project that combines new product development and new marketing initiatives. Product development involved the use of new spinning technology to improve skin comfort quality and develop new products that are softer and prickle free. The aim is to extract more value for woolgrowers by having the wool converted into a higher value product. The new marketing initiatives, which were identified in this thesis research, Focusing On New Market Segments via E-Commerce and Reconfiguring The Value Chain, and concentrate on the operational issues of capturing the value from the newly developed Mid Micron products. Taking into account the nature of the overall Mid Micron Project and type of developed products, this research identified the Operational Excellence and Product Leadership models as alternative routes to develop a new Mid Micron Value Proposition for consumers. Operational Excellence, and the associated Cost Leadership strategy, is a low capital investment option, while Product Leadership and the associated Differentiation strategy is a high capital investment option. The models' principles and their elements, products, price and delivery to market, are evaluated in the context of the Mid Micron Business.
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Barber, Lindsay L. Cooper M. Lynne. "Sex on the rebound motivations for sex and sexual experiences following a relationship breakup /." Diss., Columbia, Mo. : University of Missouri--Columbia, 2009. http://hdl.handle.net/10355/6475.

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Title from PDF of title page (University of Missouri--Columbia, viewed on Feb 17, 2010). The entire thesis text is included in the research.pdf file; the official abstract appears in the short.pdf file; a non-technical public abstract appears in the public.pdf file. Thesis advisor: Dr. M. Lynne Cooper. Includes bibliographical references.
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Caruso, Anna. ""Text me you love me." mediated communication in dating relationships." Cleveland, Ohio : Cleveland State University, 2009. http://rave.ohiolink.edu/etdc/view?acc_num=csu1243964454.

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Thesis (M.Ap.C.T. & M.)--Cleveland State University, 2009.
Abstract. Title from PDF t.p. (viewed on June 17, 2009). Includes bibliographical references (p. 55-69). Available online via the OhioLINK ETD Center. Also available in print.
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SHEN-CHANGSUN and 孫伸暢. "The Moderation of Customer Personality on the Relationship between Customer Intimacy, Customer Satisfaction and Customer Loyalty." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/48d3fu.

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碩士
國立成功大學
經營管理碩士學位學程(AMBA)
107
With the help of demand for leisure, Tourism industry has been buoyant for few years, especially B＆B business in Taiwan. However, there is a trend that B＆B market has an oversupply due to reduction of Mainland China traveler and other factors. Therefore, B＆B hosts are facing the issue that how to survival from the increasingly competitive market. Based on literature review in hospitality industry, it is found that customer intimacy has significant influence on customer satisfaction and loyalty; while, customer personality also has significant influence on customer satisfaction and loyalty. However, there are few paper that focus on the moderation of customer personality on the relationship between customer intimacy, customer satisfaction and customer loyalty. Hence, the purpose of the paper is to explore how customer intimacy could influence customer satisfaction and loyalty under the moderation of customer personality. 400 questionnaires were distributed from 7th April to 14th April, 2019, and 341 questionnaires has been completed as valid. The finding suggests that openness, extraversion, agreeableness and neuroticism significantly moderate the relationship between customer intimacy, customer satisfaction and loyalty.
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Yu, Hsin Hui, and 游馨慧. "A Study of Consumers' Disclosing Intimacy, Customer Satisfaction and Customer Voluntary Performance." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/05680712992585244344.

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碩士
中國文化大學
國際企業管理研究所
95
In the competitive market, the corporation management skill could improve by appropriate and proper strategic methods. In addition, it is very important that those companies need to know how to retain their present clienteles, and develop their new clienteles. Companies not only need to understand the importance of maintaining a well relationship between companies and clienteles, but also gain advantages prospectively. The main purposes for this research are: 1.To observe the interaction between consumers' disclosing intimacy and customer voluntary performance. 2. To investigate the relationship consumers' disclosing intimacy and customer voluntary performance, in which customer satisfaction is the intermediary variable. In order to understand the relationship, the survey gathered the client data from 13 banks which contain foreign banks and Holding Co., Ltd. All Rights Reserved in Taipei city, as a sampling, whose have invested personal property of wealth management service. The investigation sent a total 600 questionnaires and collected 462 questionnaires. The valid respondents were 420, the valid retrieved rate was 70%. By using method of hierarchical regression analysis, it shows consumers' disclosing intimacy has an significant positive effect on customer voluntary performance. Therefore, customer satisfaction is part of the mediate variable affection which is significantly and positively related to customer voluntary performance.
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Tsai, Terry S. L., and 蔡憲龍. "Customer Intimacy Disciplined Supply Chain Strategy in Cramics Industry." Thesis, 2004. http://ndltd.ncl.edu.tw/handle/64816085044658920490.

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碩士
國立交通大學
管理學院高階主管管理碩士學程
92
This thesis examines the operations of C Company to adopt the most effective supply chain strategy, thus strengthening its competitiveness in the Asian market. Several action plans and operational models are also developed to ensure that the company studied herein can implement them effectively. Based on research of value chain and supply chain of the Asian ceramic industry and C company, as well as the research of the property and SWOT analysis of C company, our results indicate that the C company should apply not only a conventionally adopted supply chain strategy, i.e., attempting to achieve reduction of overhead costs and a quick customer response in the field of inventory control, transportation way, facility decision and information technology, but also the most valuable approach to their customer, e.g., technical service. It means the cased study also should apply the customer intimacy strategy to offer the total solution to their customers. At present, with the advantage of inherent core competence of cased company – excellent technical service team, consistent quality through mass production and location close to the main market, the cased company should enhance or expand their core competence to compete with the main foreign competitors from Spain and the local low-price competitors, owing to the cased company have better advantage on customer relation and location. However, comparing with China（low price） competitors, the cased company can offer better advantage of product leadership and technical service to the customer if the cased company can provide better technical service and threshold price level to the customers. However, good strategy is not enough unless the strategy will be through by executed to the result. Therefore, this thesis also tries to propose the detailed action plan and operation model for the cased company to apply the supply chain strategy of the customer intimacy. At last, owing to the limitation of resources, the strategy execution will suffer some difficulties; some points of personal view and recommendation will be illustrated in this thesis too.
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Books on the topic "Customer intimacy"

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The loyalty leap: Turning customer information into customer intimacy. New York: Portfolio Hardcover, 2012.

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Poerwanto. Budaya dan customer intimacy dalam pengelolaan homestay di Bali: Laporan penelitian. [Jember]: Departemen Pendidikan dan Kebudayaan RI, Universitas Jember, Lembaga Penelitian, 1999.

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Anderson, Paul V. The digital call center: Gateway to technical intimacy. Houston, Tex.: Doyle Publishing Co., Inc., 1999.

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Kureishi, Hanif. Intimacy. New York: Scribner, 1999.

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Intimacy. London: Faber, 1998.

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Kureishi, Hanif. Intimacy. London: Faber and Faber, 1998.

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7

Casswell, Jessica. Examining the potential for creating intimate customer relationships through relationship management and customer service using the Internet. London: LCPDT, 1998.

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8

Love cycles: The science of intimacy. New York: Villard Books, 1991.

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Barbach, Lonnie Garfield. 50 ways to please your lover (while you please yourself). New York: Dutton, 1997.

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10

Power and intimacy in the Christian Philippines. New York: Cambridge University Press, 1999.

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Book chapters on the topic "Customer intimacy"

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Bothorel, Grégoire, and Virginie Pez-Pérard. "Data Marketing for Customer Intimacy." In Augmented Customer Strategy, 203–18. Hoboken, NJ, USA: John Wiley & Sons, Inc., 2019. http://dx.doi.org/10.1002/9781119618324.ch12.

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Habryn, François, Benjamin Blau, Gerhard Satzger, and Bernhard Kölmel. "Towards a Model for Measuring Customer Intimacy in B2B Services." In Lecture Notes in Business Information Processing, 1–14. Berlin, Heidelberg: Springer Berlin Heidelberg, 2010. http://dx.doi.org/10.1007/978-3-642-14319-9_1.

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Vössing, Michael, Jörg Siegel, Niels Feldmann, Thorsten Wuest, and Carina Benz. "Employee-Centric Service Innovation: A Viable Proxy for Customer-Intimacy for Product-Focused Enterprises." In Exploring Service Science, 88–100. Cham: Springer International Publishing, 2018. http://dx.doi.org/10.1007/978-3-030-00713-3_7.

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"Customer intimacy." In Customer Relationship Management, 148–78. Routledge, 2004. http://dx.doi.org/10.4324/9780080472430-12.

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"Customer care: customer service becomes customer intimacy." In The End of Online Shopping, 202–15. WORLD SCIENTIFIC, 2018. http://dx.doi.org/10.1142/9789813274556_0012.

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Weinstein, Art, and William C. Johnson. "Publix Super Markets — Customer Intimacy*." In Designing and Delivering Superior Customer Value, 271–78. CRC Press, 2020. http://dx.doi.org/10.4324/9780429277979-25.

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"What does it take to be customer intimate? How customer-intimacy organizations implement strategy." In Strategy Implementation, 251–77. Routledge, 2014. http://dx.doi.org/10.4324/9781315849447-24.

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"Publix Super Markets, Inc. — Achieving Customer Intimacy." In Superior Customer Value in the New Economy. CRC Press, 2004. http://dx.doi.org/10.1201/9780203501498.bmatt15.

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Okan, Elif Yolbulan, and Gulberk Gultekin Salman. "Handling Private Label Customer Complaints to Improve Customer Satisfaction." In Advances in Marketing, Customer Relationship Management, and E-Services, 135–56. IGI Global, 2020. http://dx.doi.org/10.4018/978-1-7998-0257-0.ch007.

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Abstract:
There have been disruptive changes in retail industry due to changing consumer expectations and hyper competition. The aim of the current study is to provide an initial attempt at addressing a less researched area: customer dissatisfaction with private label brands. Since retailers are in search of finding new sources of competitive advantage—besides cost advantage—customer intimacy, complaint management, and creating secondary customer satisfaction for private label loyalty is an essential strategy in today's retailing industry. This study covers a review on private label branding and customer complaint management literature. In order to provide support for the existing literature, in depth interview with managers of two leading retailers is included in the study. The findings reveal the need and importance of focusing on antecedents of customer complaints and developing recovery strategies for gaining secondary satisfaction.
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"Strategy implementation in practice: Châteauform’: customer intimacy and beyond." In Strategy Implementation, 278–96. Routledge, 2014. http://dx.doi.org/10.4324/9781315849447-25.

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Conference papers on the topic "Customer intimacy"

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Hui Guan and Kunming Wang. "The dimensions of Customer Intimacy Relationship and measurement scale development based on customers' perspective." In 2012 International Symposium on Information Technology in Medicine and Education (ITME 2012). IEEE, 2012. http://dx.doi.org/10.1109/itime.2012.6291473.

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Gupta, Dushyant, and Kanchan Patil. "Developing Customer-Seller Intimacy Relationship in E-Commerce Business using 3-E Framework." In 2020 61st International Scientific Conference on Information Technology and Management Science of Riga Technical University (ITMS). IEEE, 2020. http://dx.doi.org/10.1109/itms51158.2020.9259312.

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Reports on the topic "Customer intimacy"

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How to Be a Customer-intimate Company. IEDP Ideas for Leaders, July 2014. http://dx.doi.org/10.13007/413.

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