Dissertations / Theses on the topic 'Customer privacy'
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1
Dahlgren, Sanne, and Beatrice Tabell. "Personalized Advertising Online and its Difficulties with Customer Privacy." Thesis, Karlstads universitet, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-66218.
Abstract:
Purpose: The aim of this paper is to explain and to create an understanding if personalized advertising online creates value for customers. Design/methodology/approach: A qualitative study through 14 semi-structured interviews. Findings: The study found personalized advertising to be seen as value co-creation in some cases, but because privacy concerns exist and affect the perception of advertising, it can in many cases lead to value co-destruction instead. It is thus a consideration between privacy concerns and the perceived value of the personalized advertising that decides if the offering will co-create or co-destroy value. Research limitations/implications for future research: Our study did not involve respondents’ younger than 21 years old, which could have affected the result as this is a generation seen as technology savvy. Through a quantitative study, future research could try to find extremes in personalities by conducting a survey with a large sample of people in different ages, nationalities, gender, active online, etc. in order to see if there are correlations between for example age and privacy concerns. Practical implications: One purpose of the study is to provide companies with insights of how different customers perceive personalized advertising online in terms of customer value in order for companies to know how to think when targeting their customers. Keywords: online advertising, personalized advertising, personalized-privacy paradox, privacy concerns, value creation, value co-creation, value co-destruction.
2
Sarkar, Mainak. "Three essays on artificial intelligence models for customer relationship management." Thesis, Cergy-Pontoise, Ecole supérieure des sciences économiques et commerciales, 2022. http://www.theses.fr/2022ESEC0002.
Abstract:
La thèse se compose de trois essais sur "Modèles d'intelligence artificielle pour la gestion de la relation client". En particulier, les essais sont construits sur de nouveaux algorithmes d'apprentissage en profondeur connus sous le nom de réseaux de neurones à mémoire longue et courte durée (LSTM). Le premier essai montre que les réseaux de neurones LSTM, qui reposent exclusivement sur des données brutes en entrée, peuvent remplacer les modèles basés sur l'ingénierie des fonctionnalités pour prédire le comportement des clients dans le contexte du marketing direct. Dans le deuxième essai, je développe un modèle de réseaux de neurones à double LSTM pour les prédictions de la valeur à vie du client (CLV) qui intègre la politique adaptative de l'entreprise et capture l'attrition latente. Je montre que l'intégration de la politique marketing adaptative de l'entreprise dans les modèles d'évaluation des clients conduit à des trajectoires divergentes de rentabilité future, mettant en évidence des bimodalités et des modes à la queue de la distribution CLV. La présence de bimodalités et de modes à la queue capturée par mon modèle a des implications pour une compréhension plus approfondie du potentiel du client (c'est-à-dire le meilleur scénario par rapport à l'attente CLV traditionnelle) et pour affiner la hiérarchisation des clients. Dans le troisième essai, j'exploite la capacité des états de mémoire des réseaux de neurones LSTM à résumer les informations utiles des données de transaction passées pour développer une nouvelle approche qui répond aux préoccupations de confidentialité des clients dans la gestion de la relation client (CRM)The dissertation consists of three essays on “Artificial Intelligence Models for Customer Relationship Management”. In particular, the essays are built on novel deep learning algorithms known as long-short term memory (LSTM) neural networks. The first essay shows that LSTM neural networks, which rely exclusively on raw data as input, can replace feature-engineering based models for predicting customer behavior in the direct marketing context. In the second essay, I develop a dual-LSTM neural networks model for customer lifetime value (CLV) predictions that incorporates the firm’s adaptive policy as well as captures latent attrition. I show that integrating the firm’s adaptive marketing policy into customer valuation models leads to diverging paths of future profitability, highlighting bimodalities and modes at the tail of the CLV distribution. The presence of bimodalities and modes at the tail captured by my model has implications for a deeper understanding of customer potential (i.e., best-case scenario vs. traditional CLV expectation) and for fine-tuning customer prioritization. In the third essay, I leverage the ability of LSTM neural networks’ memory states to summarize useful information from the past transaction data to develop a novel approach that addresses customer privacy concerns in customer relationship management (CRM)
3
Chetty, Nirvashnee. "Privacy preserving data anonymisation: an experimental examination of customer data for POPI compliance in South Africa." Master's thesis, University of Cape Town, 2020. http://hdl.handle.net/11427/32448.
Abstract:
Data has become an essential commodity in this day and age. Organisations want to share the massive amounts of data that they collect as a way to leverage and grow their businesses. On the other hand, the need to maintain privacy is critical in order to avoid the release of sensitive information. This has been shown to be a constant challenge, namely the trade-off between preserving privacy and data utility [1]. This study performs an evaluation of privacy models together with their relevant tools and techniques to ascertain whether data can be anonymised in such a way that it can be in compliance with the Protection of Personal Information (POPI) Act and preserve the privacy of individuals. The results of this research should provide a practical solution for organisations in South Africa to adequately anonymise customer data to ensure POPI Act compliance with the use of a software tool. An experimental environment was setup with the ARX de-identification tool as the tool of choice to implement the privacy models. Two privacy models, namely k-anonymity and ldiversity, were tested on a publicly available data set. Data quality models as well as privacy risk measures were implemented. The results of the study showed that when taking both data utility and privacy risks into consideration, neither privacy model was the clear winner. The K-anonymity privacy model was a better choice for data utility, whereas the l-diversity privacy model was a better choice for privacy preservation by reducing re-identification risks. Therefore, in relation to the aim of the study which is to compare the results of data anonymisation to ensure that data privacy needs are met more than data utility, the result showed that the l-diversity privacy model was the preferred model. Finally, considering that the POPI Act is still awaiting the final step to be promulgated, there is time to conduct further experiments in the various ways to practically implement and apply data anonymisation techniques in the day-to-day processing of data and information in South Africa.
4
Patania, Fortunato. "The future of retailing: analysis of the context and development of the Omni-Channel strategy." Master's thesis, Alma Mater Studiorum - Università di Bologna, 2018.
Abstract:
Con la presente ricerca si pone in essere uno studio sulla dimensione del business del Retail, mediante un approccio teorico al quale sono stati correlati alcuni casi aziendali.
Negli ultimi anni, l’evoluzione dello spettro di abitudini del consumatore, con la rapida diffusione delle tecnologie di rete, ha richiesto alle aziende di attuare approcci e strategie nuove ed integrate per il raggiungimento del successo aziendale.
L’analisi dei segmenti di clientela ha dimostrato come l’avvento di Internet abbia inevitabilmente generato impatti sia sulla vita delle persone sia sul modo di fare impresa. Ciò ha creato delle opportunità, come ad esempio una maggiore visione globale del mercato, ma anche fenomeni quali lo ShowRooming e il WebRooming, che devono essere contrastati se incontrollati o altrimenti sfruttati.
Oggi i clienti interagiscono con le aziende attraverso diversi punti di contatto su più canali e media. Questi cambiamenti richiedono alle aziende di integrare più funzioni per offrire esperienze positive ai clienti. Il Retail infatti, si è fisiologicamente evoluto negli anni passando dal classico negozio mono canale, fino ad un concetto più complesso che integra l' online e l'offline. Ciò porta le aziende a rivedere l’intera supply chain. L’analisi del business di Apple, Burberry e Morrisons/ Amazon ha permesso di studiare l’applicazione della strategia Omni-Channel nel rispettivo settore di competenza, approfondendo i vantaggi/ i problemi riscontrati. Infatti, seppur oggi non sia utilizzata da tutte le aziende a causa degli sforzi necessari per l’adottamento, la strategia Omni-Channel è ancora inevitabilmente destinata a prospettive di crescita capillare che porterà ad una evoluzione del concetto stesso di negozio verso una dimensione integrata di vendita al dettaglio. Infine, l’analisi dei trend di business di DHL e UKMail ha permesso di porre l’enfasi sui temi del fullfillment e del last mile delivery.
5
Feliciano, Ana Rita Lemos. "Mobile Customer Relationship Management : questões de privacidade." Master's thesis, Instituto Superior de Economia e Gestão, 2013. http://hdl.handle.net/10400.5/11221.
Abstract:
Mestrado em Ciências EmpresariaisAs tecnologias de informação permitem um maior contato entre a organização e o cliente, como também auxiliam a perceber as necessidades e as preferências dos clientes, resultando na adoção de estratégias de Marketing com o objetivo de fidelizar o cliente. A gestão de relacionamento com o cliente (CRM - Customer Relationship Management) ajuda as organizações a satisfazer o cliente através de um relacionamento próximo. A gestão móvel de relacionamento com o cliente (MCRM ? Mobile Customer Relationship Management) funciona como uma ferramenta mais rápida e eficaz para publicitar os produtos e serviços das organizações. No entanto, existe uma questão fulcral nestes processos que é a privacidade dos utilizadores\clientes. Assim, este trabalho tem como objetivo perceber como são utilizadas as informações pessoais dadas às organizações através de aplicações móveis que podem influenciar na publicidade que se recebe de novos produtos e serviços, assim como, perceber a preocupação e importância que a privacidade tem para os utilizadores de aplicações móveis.
The information technologies allow greater contact between organization and customer, but also help to understand the needs and preferences of customers, resulting in the adoption of marketing strategies in order to build customer loyalty. The Customer Relationships Management (CRM) helps organizations satisfy the customer through a close relationship. The Mobile Customer Relationship Management (MCRM) works as a tool faster and more effective to advertise products and services of organizations. However, there is a major issue in these cases is that the privacy of users \ clients. Thus, this study aims to understand how it is used the personal information given to organizations through mobile applications that may influence the advertising we get from new products and services, as well as understand the concern and importance to the privacy of the users has to mobile applications.
6
Stevens, Arlonda M. "ANTECEDENTS AND OUTCOMES OF PERCEIVED CREEPINESS IN ONLINE PERSONALIZED COMMUNICATIONS." Case Western Reserve University School of Graduate Studies / OhioLINK, 2016. http://rave.ohiolink.edu/etdc/view?acc_num=case1459413626.
7
Hrach, Christian, and Rainer Alt. "Datenschutz in Call Centern – Bestandsaufnahme zur Aufzeichnung und Verwendung personenbezogener Daten." Universitätsbibliothek Leipzig, 2012. http://nbn-resolving.de/urn:nbn:de:bsz:15-qucosa-81865.
Abstract:
Dienstleister in der Telekommunikationsbranche haben nicht zuletzt aus rechtlicher Sicht die Pflicht zu einem sensiblen Umgang mit personenbezogenen Daten. Dies bezieht sich nicht nur auf Kundendaten, sondern ebenso auf mitarbeiterbezogene Daten zur Führung eines Call Centers. Je nach Situation und Anwendungsfall regeln die Verwendungsmöglichkeiten dieser Daten in Call Centern das allgemeine Persönlichkeitsrecht und das Bundesdatenschutzgesetz (BDSG). Daraus ergibt sich für die Entwicklung und den Einsatz von Call Center-spezifischen Anwendungssystemen (z.B. Kampagnenmanagement-Systeme, Dialer) die Herausforderung, zum einen die Einhaltung rechtlicher Bestimmungen sicherzustellen, aber zum anderen den häufig detailreichen Informationsbedarfen der Call Center-Leitungsebenen zu entsprechen. Neben rechtlichen Beschränkungen bei der Handhabung von Kundendaten sind hier die Grenzen und Grauzonen bezüglich der Verwendungsmöglichkeiten von Leistungsdaten zur Mitarbeiterüberwachung und -beurteilung (z.B. verdecktes Mithören oder Gesprächsaufzeichnung) zu berücksichtigen.
8
Akanda, Md Mahmudul Alam, and Jasmin Dzeko. "Customers’ Perception on their Satisfaction about the Private Banks in a Developing Country : A perspective of Private Banks in Bangladesh." Thesis, Linköpings universitet, Företagsekonomi, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-134462.
Abstract:
Customers’ satisfaction is a decisive factor in the development process of business which has also an effective impact on contributing a country's GDP. Private banks have been emerged over the time in developing countries where customers’ satisfaction is the driven force of banking industry investigated in Bangladesh. In this study a conventional American Customer Satisfaction Index model has been used over Bangladesh to compare overall performance of banking industry. Customers’ satisfaction in Bangladesh has been measured from the different angle of customers’ perception based on their portfolio. This research has been designed on a quantitative approach followed by survey research method. Questionnaire was administered to collect data through objective list as well as physical interaction with the respondents from different locations in the capital city of Bangladesh named Dhaka. Collected data had been analyzed applying Partial Latent Square (PLS) software program. The study outcomes showed that the perceived quality is the main determinant factor on customer satisfaction towards banks in Bangladesh. It also revealed that significant relationship exists between customers’ satisfaction and customers’ loyalty. The revised model in 2016 represents the benchmark scores of customers’ satisfaction in Bangladesh lagged behind consecutively 18 and 13 scores than that of USA and Taiwan. Considering the study results, we summed the quality of service leads to satisfied customers in turns towards customers loyalty. Banks also can get competitive advantage by evaluating all classes of customers equally through providing superior services to them.
9
Alnefelt, Patrik, and Petra Malmgren. "Automated error reporting : Business-to-business aspects to consider for a software provider." Thesis, Linköping University, Department of Management and Engineering, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-52247.
Abstract:
Computer errors are a constant problem for software providers. To completely avoid bugs has proven very difficult even though computer software goes through rigorous testing before released. One of the challenges for developers is recreating errors that end-users experience. User-submitted error reports can often be of help for developers to localize and fix bugs. However, the reports often vary in quality depending on the user's experience and the effort they put into writing the report. Instead of relying on manual error reports, some software providers have equipped their software with automated error reporting functionality. These programs are set to collect important information about the computer and the software in the event of a crash. There are pros and cons with both automated and manual error reporting.
The research that has previously been done in the field of error reporting has mostly focused on the situation where private persons are senders and corporations are receivers. This report addresses the setting where both parties are corporations, which brings several new aspects to the problem. The five main topics this report focuses on are: customer attitude, which data to send, privacy, user interaction and feedback. A study has been conducted at the ERP system provider IFS in Sweden where interviews with employees and customers have been performed. Interviewees in the customer companies have been primarily ERP and application managers. The results of the study show that companies are less concerned than what the literature suggests even though the attitudes differ some depending on line of business. Conclusions are that a high degree of configurability of what is sent in the error reports and the level of user interaction is needed for companies to accept automated error reporting.
Buggar är ett ständigt problem för mjukvarutillverkare. Att helt undvika dessa har visat sig vara mycket svårt trots rigorösa tester innan ny mjukvara släpps. En av utmaningarna för utvecklare är att återskapa felen som uppstår hos användarna. Felrapporter inskickade av användare kan ofta vara till hjälp för utvecklare när de ska lokalisera och åtgärda fel. Men rapporterna kan variera i kvalitet beroende på användarnas erfarenhet och tiden de lägger på att skriva rapporten. Istället för att förlita sig på manuella felrapporter har vissa mjukvarutillverkare utrustat sin programvara med funktionalitet för automatiska felrapporter. Dessa program ska samla in viktig information om datorn och programvaran i händelse av att en krasch uppstår.
Viss forskning har skett inom området automatiserad felrapportering men fokus har då legat på situationen då privatpersoner är avsändare och företag är mottagare. Denna rapport behandlar läget då båda parter är företag, vilket tillför flera nya aspekter till problemet. De fem huvudfrågorna som den här rapporten fokuserar på är: kunders attityd, vilken data ska skickas, integritet, användarinteraktion och feedback. En studie har utförts hos affärssystemleverantören IFS i Sverige, där intervjuer med anställda och kunder har genomförts. De intervjuade hos kundföretagen har huvudsakligen varit ERP- och applikationsansvariga. Resultaten av studien visar att företagen är mindre oroade än vad litteraturen indikerar även om attityderna skiljer sig något i olika branscher. Slutsatserna är att en hög grad av konfigurerbarhet behövs när det gäller vad som skickas i felrapporter samt vilken grad av interaktion med användaren som behövs. Detta för att kundföretagen ska acceptera automatisk felrapportering.
10
Hrach, Christian, and Rainer Alt. "Datenschutz in Call Centern – Bestandsaufnahme zur Aufzeichnung und Verwendung personenbezogener Daten." Universität Leipzig, 2010. https://ul.qucosa.de/id/qucosa%3A11331.
Abstract:
Dienstleister in der Telekommunikationsbranche haben nicht zuletzt aus rechtlicher Sicht die Pflicht zu einem sensiblen Umgang mit personenbezogenen Daten. Dies bezieht sich nicht nur auf Kundendaten, sondern ebenso auf mitarbeiterbezogene Daten zur Führung eines Call Centers. Je nach Situation und Anwendungsfall regeln die Verwendungsmöglichkeiten dieser Daten in Call Centern das allgemeine Persönlichkeitsrecht und das Bundesdatenschutzgesetz (BDSG). Daraus ergibt sich für die Entwicklung und den Einsatz von Call Center-spezifischen Anwendungssystemen (z.B. Kampagnenmanagement-Systeme, Dialer) die Herausforderung, zum einen die Einhaltung rechtlicher Bestimmungen sicherzustellen, aber zum anderen den häufig detailreichen Informationsbedarfen der Call Center-Leitungsebenen zu entsprechen. Neben rechtlichen Beschränkungen bei der Handhabung von Kundendaten sind hier die Grenzen und Grauzonen bezüglich der Verwendungsmöglichkeiten von Leistungsdaten zur Mitarbeiterüberwachung und -beurteilung (z.B. verdecktes Mithören oder Gesprächsaufzeichnung) zu berücksichtigen.:1 Einleitung
2 Verwendung personenbezogener Daten
2.1 Personenbezogene Daten
2.2 Verwendung personenbezogener Daten nach BDSG
2.3 Legitimation durch Einwilligung
2.4 Aufhebung der Zweckbindung
2.5 Transparenzpflicht gegenüber den Betroffenen
2.6 Zusammenfassung
3 Telefondatenerfassung im Call Center
3.1 Erfassung von Dienstgesprächen
3.2 Besonderheiten in Call Centern
3.3 Mithören und Gesprächsaufzeichnung in Call Centern
4 Fazit
11
Xiong, Li. "Resilient Reputation and Trust Management: Models and Techniques." Diss., Georgia Institute of Technology, 2005. http://hdl.handle.net/1853/7483.
Abstract:
The continued advances in service-oriented computing and global communications have created a strong technology push for online information sharing and business transactions among enterprises, organizations and individuals. While these communities offer enormous opportunities, they also present potential threats due to a lack of trust. Reputation systems provide a way for building trust through social control by harnessing the community knowledge in the form of feedback. Although feedback-based reputation systems help community participants decide who to trust and encourage trustworthy behavior, they also introduce vulnerabilities due to potential manipulations by dishonest or malicious players. Therefore, building an effective and resilient reputation system remains a big challenge for the wide deployment of service-oriented computing.
This dissertation proposes a decentralized reputation based trust supporting framework called PeerTrust, focusing on models and techniques for resilient reputation management against feedback aggregation related vulnerabilities, especially feedback sparsity with potential feedback manipulation, feedback oscillation, and loss of feedback privacy. This dissertation research has made three unique contributions for building a resilient decentralized reputation system. First, we develop a core reputation model with important trust parameters and a coherent trust metric for quantifying and comparing the trustworthiness of participants. We develop decentralized strategies for implementing the trust model in an efficient and secure manner. Second, we develop techniques countering potential vulnerabilities associated with feedback aggregation, including a similarity inference scheme to counter feedback sparsity with potential feedback manipulations, and a novel metric based on Proportional, Integral, and Derivative (PID) model to handle strategic oscillating behavior of participants. Third but not the least, we develop privacy-conscious trust management models and techniques to address the loss of feedback privacy. We develop a set of novel probabilistic decentralized privacy-preserving computation protocols for important primitive operations. We show how feedback aggregation can be divided into individual steps that utilize above primitive protocols through an example reputation algorithm based on kNN classification. We perform experimental evaluations for each of the schemes we proposed and show the feasibility, effectiveness, and cost of our approach. The PeerTrust framework presents an important step forward with respect to developing attack-resilient reputation trust systems.
12
Topo, Cristina. "Marketing Automation e Multichannel Marketing Hubs. Il caso Arlanis Reply: l’implementazione Marketing Cloud in ambito Finance." Master's thesis, Alma Mater Studiorum - Università di Bologna, 2020.
Abstract:
Viviamo in un mondo in cui il cambiamento costante è l’unica certezza; un cambiamento che si ripercuote in ogni aspetto della vita dell’uomo.
In questo contesto, caratterizzato anche dalle mutevoli complessità del business, per stare al passo con questi cambiamenti e per svolgere in futuro un ruolo chiave nel panorama internazionale, anche le aziende dovranno adattarsi e, in particolare, il volto della funzione di marketing dovrà cambiare di conseguenza.
Lo scopo di questa tesi è proprio andare a investigare questo adattamento al cambiamento da parte delle aziende: in che modo è cambiato il loro modo di fare Marketing e approcciarsi al consumatore, in che modo la digitalizzazione ha influenzato, supportato e cambiato il business plan aziendale e, in un certo qual modo, la vita stessa del marketer da un lato e del consumatore dall’altro.
Nel corso del lavoro, verrà data particolare importanza all’ambito dei Financial Services, un settore che solo recentemente si è affacciato alle nuove soluzioni rese disponibili dalla tecnologia, per poi focalizzarsi sulle piattaforme che supportano questi nuovi trend di mercato.
Infine sarà presentato uno use-case relativo all’utilizzo della piattaforma di Marketing Cloud (connessa a Service e Sales Cloud) per rispondere alle esigenze di un’azienda operante nell’ambito dei Financial Services. L’obiettivo di quest’ultima è quello di passare da una situazione AS-IS in cui sono presenti un sistema dedicato per la gestione dei lead, MS Dynamics e soluzioni locali per il CRM, ad una soluzione TO-BE in cui verrà implementato Salesforce in tutti i paesi in cui essa opera, con una nuova piattaforma CRM comprensiva di Lead Management System, Marketing Automation e Customer Care.
13
Haupt, Johannes Sebastian. "Machine Learning for Marketing Decision Support." Doctoral thesis, Humboldt-Universität zu Berlin, 2020. http://dx.doi.org/10.18452/21554.
Abstract:
Die Digitalisierung der Wirtschaft macht das Customer Targeting zu einer wichtigen Schnittmenge von Marketing und Wirtschaftsinformatik. Marketingtreibende können auf Basis von soziodemografischen und Verhaltensdaten gezielt einzelne Kunden mit personalisierten Botschaften ansprechen.
Diese Arbeit erweitert die Perspektive der Forschung im Bereich der modellbasierten Vorhersage von Kundenverhalten durch 1) die Entwicklung und Validierung neuer Methoden des maschinellen Lernens, die explizit darauf ausgelegt sind, die Profitabilität des Customer Targeting im Direktmarketing und im Kundenbindungsmanagement zu optimieren, und 2) die Untersuchung der Datenerfassung mit Ziel des Customer Targeting aus Unternehmens- und Kundensicht.
Die Arbeit entwickelt Methoden welche den vollen Umfang von E-Commerce-Daten nutzbar machen und die Rahmenbedingungen der Marketingentscheidung während der Modellbildung berücksichtigen. Die zugrundeliegenden Modelle des maschinellen Lernens skalieren auf hochdimensionale Kundendaten und ermöglichen die Anwendung in der Praxis. Die vorgeschlagenen Methoden basieren zudem auf dem Verständnis des Customer Targeting als einem Problem der Identifikation von Kausalzusammenhängen. Die Modellschätzung sind für die Umsetzung profitoptimierter Zielkampagnen unter komplexen Kostenstrukturen ausgelegt.
Die Arbeit adressiert weiterhin die Quantifizierung des Einsparpotenzials effizienter Versuchsplanung bei der Datensammlung und der monetären Kosten der Umsetzung des Prinzips der Datensparsamkeit. Eine Analyse der Datensammlungspraktiken im E-Mail-Direktmarketing zeigt zudem, dass eine Überwachung des Leseverhaltens in der Marketingkommunikation von E-Commerce-Unternehmen ohne explizite Kundenzustimmung weit verbreitet ist. Diese Erkenntnis bildet die Grundlage für ein auf maschinellem Lernen basierendes System zur Erkennung und Löschung von Tracking-Elementen in E-Mails.The digitization of the economy has fundamentally changed the way in which companies interact with customers and made customer targeting a key intersection of marketing and information systems. Building models of customer behavior at scale requires development of tools at the intersection of data management and statistical knowledge discovery. This dissertation widens the scope of research on predictive modeling by focusing on the intersections of model building with data collection and decision support. Its goals are 1) to develop and validate new machine learning methods explicitly designed to optimize customer targeting decisions in direct marketing and customer retention management and 2) to study the implications of data collection for customer targeting from the perspective of the company and its customers. First, the thesis proposes methods that utilize the richness of e-commerce data, reduce the cost of data collection through efficient experiment design and address the targeting decision setting during model building. The underlying state-of-the-art machine learning models scale to high-dimensional customer data and can be conveniently applied by practitioners. These models further address the problem of causal inference that arises when the causal attribution of customer behavior to a marketing incentive is difficult. Marketers can directly apply the model estimates to identify profitable targeting policies under complex cost structures. Second, the thesis quantifies the savings potential of efficient experiment design and the monetary cost of an internal principle of data privacy. An analysis of data collection practices in direct marketing emails reveals the ubiquity of tracking mechanisms without user consent in e-commerce communication. These results form the basis for a machine-learning-based system for the detection and deletion of tracking elements from emails.
14
Anderberg, Jesper, and Nazdar Fathullah. "A machine learning approach to enhance the privacy of customers." Thesis, Malmö universitet, Fakulteten för teknik och samhälle (TS), 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:mau:diva-20629.
Abstract:
Under ett telefonsamtal mellan en kund och en representant för ett företag utbyts en mängd information. Allt från en kunds namn, identifikationsnummer, hemadress till väderkonversationer och mer vardagliga ämnen. Kunskap om sin kundbas är en viktig del av ett företags verksamhet. Det finns därför ett behov av att analysera samtalet mellan kund och företag, för att utveckla och förbättra den övergripande kundservicen och kundkännedomen. Med nya lagstiftningar som GDPR måste dock särskild hänsyn tas vid lagring av personlig information.I detta arbete, undersöker vi möjligheterna att klassificera data från ett transkriberat röstsamtal med hjälp av två maskininlärnings algoritmer, för att utelämna känslig information.En maskininlärningsmodell implementeras med hjälp av en iterativ systemutvecklingsmetod.Genom att tillämpa Naive Bayes och Support Vector Machine algoritmer klassificeraskänslig data såsom en persons namn och plats. Utvärderingsmetoderna 10-fold crossvalidation, learning curve, classification rapport, och ROC kurva används för att utvärdera systemet. Resultaten visar hur algoritmen når en hög noggrannhet när datasetet innehåller fler datapunkter jämfört med ett dataset med färre antal datapunkter. Slutligen, genom att pre-processera datan ökar algoritmernas noggrannhet.During a phone call between a customer and a representative for a company, various amountof information is exchanged. Everything from a customer’s name, identification number,and home address, to weather conversations and more generic subjects. Companies knowledgeabout their customers are a vital part of their business. Therefore, a need to analyzethe conversation in the form of transcripts might be necessary to develop and improvethe overall customer service within a company. However, with new legislation like GDPR,special considerations must be taken into account when storing personal information.In this paper we will examine, by using two machine learning algorithms, the possibilitiesof classifying data from a transcribed phone call, to leave out sensitive information. Themachine learning model is built by following an iterative system development method. Byusing the Naive Bayes and Support Vector Machine algorithms, classification of sensitivedata, such a persons name and location, is conducted. Evaluation methods like 10-foldcross-validation, learning curve, classification report, and ROC curve are used to evaluating the system. The results show that the algorithm achieved a higher accuracy when the dataset contains more data samples, compared to a dataset with less number of data samples. Furthermore, by pre-processing the data, the accuracy of the machine learning models increased.
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Firmino, Cristiana Furtado. "Reclamações : a sua importância nas unidades de saúde privadas : um estudo de caso." Master's thesis, Universidade Nova de Lisboa. Escola Nacional de Saúde Pública, 2011. http://hdl.handle.net/10362/9303.
Abstract:
RESUMO - O sector privado da saúde tem registado um forte crescimento em Portugal. Como principais factores apontam-se a crescente preocupação dos indivíduos com a sua saúde, o aumento do poder de compra, a possibilidade de exercer a escolha do seu prestador de cuidados, o maior conforto proporcionado no consumo de cuidados de saúde e o acesso mais rápido a esses cuidados (por comparação com o serviço público).
Em consequência desses factores, existe por parte da instituição privada de saúde a necessidade de apostar num sistema de gestão de reclamações capaz de dar uma resposta rápida às necessidades, expectativas e preferências do indivíduo enquanto doente e cliente. Nesse âmbito, desenvolveu-se um estudo de investigação qualitativo. Recorreu-se à realização de entrevistas semi-estruturadas cujo tratamento foi submetido à técnica de análise de conteúdo. Procurou-se perceber o que pensam os responsáveis pela gestão e tratamento das reclamações acerca da importância do circuito de reclamação, da utilização das reclamações como uma ferramenta de gestão e qual o seu impacto na estratégia da instituição privada de saúde.
Dos resultados obtidos, verifica-se que, à data, dá-se ainda pouca relevância a este tema, observando-se falhas a nível do circuito de reclamação. Hoje, a reclamação é ainda pouco utilizada e perspectivada como uma ferramenta de gestão. O seu impacto na estratégia da instituição, apesar de ser relevante, tem potencial para ser melhorado, na perspectiva da learning organization. Seria importante articular as estratégias de qualidade, com a formação dos profissionais na área da reclamação, implementação ou melhoria dos instrumentos utilizados nas respostas ao cliente e à entidade reguladora do sector, bem como com o redesenho do circuito do sistema de informação nesta área.ABSTRACT - In Portugal, the private health sector has registered a strong growth. The main factors that explain this phenomenon point to the growing concern of individuals with their health and well-being, increased purchasing power, the possibility of exercising the freedom to choose their healthcare provider, the most comfort provided in healthcare consumption, and also a quicker access to healthcare (in comparison to the public healthcare service). As a result of all of these factors, on behalf of the private healthcare institutions, there was a need to focus on a complaints management system, capable of quickly responding to the individual’s needs, expectations and preferences both as a sick person or as a client. In this scope, we developed a qualitative research study with content analysis. We wanted to understand what those responsible for the management and handling of complaints, thought about the importance of the circuit of the claim, the use of complaints as a management tool and its impact on the strategy of the private healthcare institution. From the results, it appears that to this date, there is still little relevance to this issue, we verified failures in the circuit of complaints. Today, complaints are not still very used neither viewed as a management tool. Its impact on the institution’s strategy, although considered relevant, it has the potential to be improved in a learning organization perspective. It would be important to articulate quality strategies with professional’s training on complaints domain, the implementation or improvement of the tools used in responding to the client and the sector regulator, and also to redesign the information system circuit in this area.
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Johansson, David, and Mikael Westin. "CRM-En fallstudie av Nordea Private Banking." Thesis, Högskolan i Halmstad, Sektionen för ekonomi och teknik (SET), 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-23378.
Abstract:
Title: CRM – A case study of Nordea Private Banking Autors: David Johansson & Mikael Westin Advisor: Ulf Aagerup Level: Bachelor thesis in International marketing, (15 ECTS), Spring 2013. Keywords: CRM, Relationship marketing, Private Banking Question: How does Nordea Private Banking work with CRM to get high customer loyalty? Purpose: Study and to learn how Nordea Private Banking is working to bring in new customers and keep existing customers loyal. We also want to see if Nordea uses additional strategies that goes beyond the theory and what their customer relationship strategy is. Method: The study has a qualitative research method with an inductive approach. Interviews with leading and skilled profiles at Nordea Private Banking has been interviewed to provide answers to our research question. Theoretical framework: The chapter starts with theory about what relationship marketing is and what is driving customer loyalty. Thereafter theory that define CRM and its pros and cons are addressed, and finally the chapter describe the implementation phase. Empirical framework: In the empirical framework we present the qualitative interviews that were done with employees at Nordea Private Banking. Conclusion: The result from this study shows that Nordea Private Banking uses strategies that are common in theory of CRM to gain high customer loyalty and the use of recommendations from satisfied customers is of a much higher significance in Nordea Private Banking’s case than of what the theory is implying. Nordea Private Banking uses a strategy with high focus on the customers and the importance is within relationship marketing and long lasting relations between the adviser and the customer.
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Rönningen, Sanne, and Li Palmqvist. "Incitaments roll vid privat pensionssparande : Hur slopandet av avdragsrätten i produkten individuellt pensionssparande påverkat kundbeteendet." Thesis, Linköpings universitet, Företagsekonomi, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-129774.
Abstract:
Bakgrund: Sveriges befolkning blir äldre och den allmänna pensionen sjunker. I en sådan situation blir ett privat pensionssparande allt viktigare. Trots detta har Regeringen valt att slopa avdragsrätten i produkten individuellt pensionssparande (IPS). Efterslopandet av avdragsrätten i IPS är det fortfarande kunder som inte har ändrat sitt beteende. En problematik uppstår kring hur dessa kunder ska hanteras och vilka marknadsmässiga mekanismer som styr deras beteende. Syfte: Inom ramen för marknadsföring är syftet att undersöka kundbeteendet när ett incitament försvinner och tidigare förutsättningar förändras. Genomförande: Studien utgår från en kvalitativ ansats med fokus på intervjuer. Sakkunniga inom området, rådgivare och privatpersoner bidrar till empirins kvalité. För att identifiera privatpersoner med en relation till IPS utfördes en förstudie. Utifrån den insamlade empirin utfördes en empiristyrd tematisk analysmetod för att urskilja likheter och skillnader, vilket genererat en djup diskussion och slutsats i ämnet. Slutsats: Okunskap samt informationsspridning är viktiga beståndsdelar för hur kunder beter sig vid sparande. Borttagandet av incitament leder till en negativ inställning tillvarumärket IPS som således kan orsaka svårigheter vid implementering av en ny produkt för privat pensionssparande. Det uppdagas ett utbudsunderskott och vidare krävs det att regering, banker och finansiella institut tar hänsyn till kringliggande faktorer, inklusive kundbeteendet, för att fylla detta tomrum.Background: The population of Sweden is getting older and the national pension decreases. In that situation a private pension becomes important. Despite this, the government decided to abolish the deductibility of IPS. After the abolition of the deductibility of the IPS there still are customers who have not changed their savings behavior. A problem arises as to how these customers should be handled. Purpose: Within the boundaries of marketing the purpose is to explore the customer behavior when an incentive disappears and conditions held before, changes. Completion: The study is based on a qualitative approach, focusing on interviews. Experts in the area, counselors and individuals contribute to the quality of the empiric. To identify individuals with a relation to IPS, the authors first conducted a feasibility study. Based on the collected empirical data, an empirical driven thematic analysis is followed to discern and categorize different similarities and differences. Which, in the end resulted in a deep reflected discussion and conclusion regarding the subject. Conclusion: Regarding savings, ignorance and the dissemination of information are key elements in customer behavior. Eliminating the incentive also adds negativity to the brand IPS that could cause difficulties in the implementation of a potential new product. It has been revealed that there is a supply deficit and further, it requires that the government, banks and financial institutions needs to analyze these surrounding elements, and the customer behavior which occur in the study, into consideration in order to fulfill the customer demand.
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Nouri, Divina. "Boat insurance from the customer’s perspective : - A study on what aspects private policyholders value most in Swedish insurance companies." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-45500.
Abstract:
People play a major role in the marketing of services, due to the fact services are intangible, and customers look for ways to determine the quality of services. Since services differ from physical goods, service providers need to understand how they affect their organizations. Furthermore, the criterion for satisfaction is different and the customer participates in the process, hence the interest to study this more thoroughly.
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Raimi, Taofiq. "Achieving customer satisfaction in a private housing organisation in Nigeria." Thesis, University of Liverpool, 2017. http://livrepository.liverpool.ac.uk/3014173/.
Abstract:
Achieving customer satisfaction in a private housing organisation in Nigeria by Raimi, Taofiq “Housing is one of the necessities of life after food” (Taiwo and Adeboye, 2013, p.79) and is ranked second (only) to food in the hierarchy of human needs (Afolayan et al., 2010). However, housing acquisition takes a substantial portion of an individual income or household savings. This perhaps explains the importance people attach to their investment in housing as well as the frustration and dissatisfaction if their expectations are not met by their home-developers. This study examines the problem of housing customer satisfaction in a private home-developer organisation in Nigeria. The problem concerns the inability of my organisation to deliver overall satisfaction to its homebuyers about its house product and service quality delivery. The aim of the study is, therefore, to gain better understanding of the problem for resolution and knowledge creation. The study is an action research (AR) conducted by the researcher, I, a practitioner in own organisation. Such a research is “context-bound and involves action which is designed to change local situations” (Koshy et al., 2010, p.13). A constructivist paradigm (Easterby-Smith et al., 2008) is applied which allows the researcher to elicit and develop the perspectives of the participants (Carr, 2006, p.424) on the problem. Purposive sampling (Creswell, 2007) were used to recruit participants while primary data were obtained through face-to-face in-depth interviews on twenty-one research participants connected to the organisation (problem) comprising fifteen past homebuyers and six organisation managers. Interviews transcripts were analysed using qualitative content analysis approach in an inductive way (Elo &Kyngas, 2007; Hsieh & Shannon, 2005; Burnard, 1991; Bengtsson, 2016 etc.). Six generic categories were developed namely: i) Homebuyer characteristics ii) Housing Expectations iii) Housing communicated iv) Actual Housing v) Implications of housing satisfaction vi) Housing satisfaction solutions, thus, provided sufficient description and understanding about the practice problem for improve practice. The research findings, among others, showed aspects of the housing deliveries whereby the organisation has excelled and other areas where ‘unsatisfactory’ performances were recorded. A house product and service quality dimensions (HPSQD) as well as Technical Requirements (Solutions) for overall housing customer satisfaction practice were developed and helped the organisation to refine its housing delivery practice. Through a process of action and reflection and consensus building between the researcher and the organisation managers the research results have been successfully implemented in the organisation. The research has contributed significantly to the researcher own practice, organisation policies and theory development in the research field of housing satisfaction in the private sector. The current work is a significant contribution to the on-going debate among housing researchers aimed at attaining satisfied customers particularly in the private housing sector in the developing countries like Nigeria. There are few if any studies on such issues relating to the developing countries, that is why, even with the literature that is available, I have to do my own study. Future research could be conducted to see if there are any other issues with regards to public sector or taking samples from many private sector homebuilders to achieve outcomes generalisation.
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Ojala, Aleksi, and Edward Taifa Defuro. "Private Entrepreneur Personal Branding : Brand Creation and Customer Brand Engagement." Thesis, Mälardalens högskola, Akademin för ekonomi, samhälle och teknik, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-48471.
Abstract:
The aim of this study is to investigate how self-employed entrepreneurs create and manage their brands and how the entrepreneurs engage customers to their brands in online and offline contexts. Furthermore, the viewpoints of entrepreneurs towards branding will be explored To answer the research question, a qualitative, multiple case study was conducted. The primary data was collected by semi-structured interviews and the secondary data was obtained by studying the entrepreneur´s social media behaviour. This study found that entrepreneurs build their brands by utilizing their own personalities and characteristics. The brands created have loyal following and the customers are positively engaged. The engagement process itself is due to the relationships built between the company and the customers. Even if the brands are effective, there is not much strategic elements to them but are rather very organic.
21
HERMANSSON, ULRIKA. "A multi-dimensional model and approach for evaluation of service quality in private education : A key to competitiveness on a rapidly changing market." Thesis, KTH, Industriell ekonomi och organisation (Inst.), 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-159016.
Abstract:
På grund av den kraftiga tillväxt som skett i servicesektorn, vilken idag står för ungefär 70 procent av den totala ekonomiska aktiviteten i världen, har anpassning till nya krav blivit en förutsättning för att säkra en stark position på en snabbt föränderlig och konkurrensutsatt marknad. Oron för kvalitet har därmed vuxit och begreppet är idag, mer än någonsin, en viktig del av en organisations verklighet och vardag. Tidigare modeller för utvärdering av servicekvalitet betonar att kvalitetsbegreppet är mångfacetterat. Trots detta föreslås dessa modeller vara ganska begränsade utifrån en helhetssyn. Vidare är de heller inte tillräckligt anpassade till den specifika service som är föremål för utvärdering. Syftet med detta examensarbete var att utveckla en heltäckande modell och metod för utvärdering och förbättring av servicekvalitet, vilken medför att ett privat utbildningsföretag kan säkra en stark position på en konkurrensutsatt och snabbt föränderlig marknad. En fältstudie bestående av ett antal semistrukturerade intervjuer och en datorbaserad enkät genomfördes i samarbete med ett privat utbildningsföretag. Med hjälp av Voice of the Customer och ett systembaserat synsätt kunde kvalitetskonceptet definieras och de följande kvalitetsdimensionerna kunde identifieras: - Resultatkvalitet - Kvalitet hos lärarnas interaktionsförmåga - Struktur- och innehållskvalitet - Kvalitet hos den fysiska miljön - Kvalitet hos den administrativa Personalens interaktionsförmåga Kvalitetsansvariga inom sektorn för privat utbildning kan använda den föreslagna modellen som ett verktyg för utvärdering av nuvarande arbete och därigenom genomföra viktiga kvalitetsförbättringar. Vidare kan den föreslagna modellen och metoden också användas som grund för studier inom andra serviceområden för utveckling av liknande och för dessa områden anpassade modeller.Due to the considerable growth of the service sector, which today accounts for roughly 70 percent of the total economic activity worldwide, adapting to new demands is a prerequisite for securing a strong position on a rapidly changing and competitive market. The concern for quality grows and the concept has become a more than ever important part of organizational reality. Existing models for evaluation of service quality share the common trait of emphasizing the concept of quality as a multifaceted one; still these models are proposed to be rather limited from a comprehensive view. Furthermore, they are not adapted specifically to the service being subject to evaluation. The purpose of this thesis was to develop a comprehensive model and approach for evaluation and improvements of service quality in order for a private education company to secure a strong position in a competitive and rapidly changing market climate. A case study consisting of a number of semi-structured interviews and a computer-based survey was performed in cooperation with a private education company. By using Voice of the Customer and a systems approach the concept of quality could be defined and the following dimensions of quality could be identified: - Outcome Quality - Teacher Interaction Quality - Structure and Contents Quality - Physical Environment Quality - Administration Interaction Quality Service Quality Managers in the sector of private education can use the proposed model as a tool for evaluation of current work and thereby enforce important quality improvements. Furthermore, the proposed model and approach can also be used as a foundation for studies within other service settings for development of similar and for those areas adapted models.
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Frehse, Julia, Irina Brezgina, and Margaux Debouchaud. "Is E-personalisation a danger for the customers privacy? : A study on JIBS students." Thesis, Jönköping University, JIBS, Business Administration, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-1342.
Abstract:
Background: From a marketing perspective, personalisation of online advertising is a very promising way of reaching customers and will play an increasingly important role in the future. Personalisation on the Internet is far more widespread than in the offline world and can cover all online interactions when it comes to the question of what information to personalise. It directly relates to the issue of privacy of personal data and creates a need for a privacy policy that clarifies the relation between personalisation and privacy.
Problem: Personalisation represents one of the main advantages of the Internet and al-lows marketers to target individual customers directly and adapt their marketing communications to the user’s preferences and needs. On the one hand, personalisation can give customers access to better service, products and communication and provides an experience of one. On the other, privacy issues related to the Internet and personalisation in particular are a contemporary topic of growing interest. Internet users are increasingly aware of the fact that websites collect information about them and their privacy concerns are growing. Personal information is necessary for personalising advertisements. Therefore, this development contradicts the customer’s increased demand for personalisation and the trend towards narrowly targeted marketing.
Purpose: The purpose of this thesis is to explore if personalised online advertising could be perceived as a danger to customer’s privacy or on the other hand, facilitate the purchase decision process.
Method: In order to answer the purpose and the research questions, a survey has been conducted with 152 JIBS students asking them about their opinion on e-advertising and their fears about it. After the questionnaires had been collected, different analysis such as univariate analysis and bivariate analysis has been done using SPSS.
Conclusions: In summary it can be said that the respondent’s general perception of personalised e-ads is negative; they do not believe that they make shopping easier and they see a danger for their privacy in how companies collect the customer’s information and use it.
23
Barquissau, Eric. "L’évaluation de la qualité de la relation client en ligne par les utilisateurs d’espaces clients de sites web : une application dans le secteur bancaire et dans le secteur de la téléphonie mobile." Thesis, Paris 10, 2013. http://www.theses.fr/2013PA100205.
Abstract:
Internet a profondément changé la manière dont les entreprises interagissent avec leurs clients. Le développement d’une relation client en ligne a mené les organisations à repenser l’idée qu’elles se faisaient de cette relation, ainsi que leurs pratiques en termes de marketing relationnel. Cette recherche vise à mieux comprendre la manière dont les utilisateurs d’espaces clients de sites web évaluent la qualité de la relation client en ligne, et inclut une dimension importante dans l’évaluation de la qualité de la relation en ligne, l’appropriation de l’espace client.Une étude qualitative a été menée auprès de 15 personnes, afin d’étudier les variables permettant de construire le modèle de recherche et de proposer une échelle de mesure de l’appropriation des espaces clients de sites web. Par la suite, un modèle de recherche a été créé et un questionnaire en ligne a été administré. Un échantillon final se composant de 534 personnes, utilisatrices d’espaces clients de sites web dans le secteur bancaire et dans le secteur de la téléphonie mobile, a permis de tester les hypothèses de recherche. Il en résulte que l’appropriation de l’espace client du site web joue un rôle médiateur entre deux variables - la facilité d’utilisation perçue et l’utilité perçue - et la qualité de la relation client en ligne, que ce soit pour les utilisateurs d’espaces clients de sites web dans le secteur bancaire ou dans le secteur de la téléphonie mobile. De même, la sécurité/confidentialité perçue de l’espace client du site web exerce une influence positive sur la qualité de la relation client en ligne. L’hypothèse postulant que l’interactivité perçue de l’espace client du site web exerce une influence positive sur la qualité de la relation client en ligne est partiellement validée. En revanche, la présence sociale de l’espace client du site web n’exerce pas une influence positive sur la qualité de la relation client en ligneThe Internet has dramatically changed the way companies interact with their customers. Because of the importance of e-customer relationship management, companies have to reconsider their strategies in terms of relationship marketing. The purpose of this research is to investigate the way users of personal websites’ accounts evaluate e-relationship quality within two sectors: the banking sector and the mobile phone sector. This research deals with an important concept: appropriation.A qualitative study has been conducted in order to build a research model and to create a measurement scale to study the appropriation of a personal websites’ account. Therefore, an online survey (N=534) was conducted to test the hypothesis. The findings suggest that the appropriation of a personal websites’ account is a mediating variable between perceived ease of use, perceived usability and relationship quality, both in the banking sector and in the mobile phone sector. In the same way, privacy has a positive influence on e-relationship quality. Moreover, perceived interactivity has a positive influence on e-relationship quality, but that particular hypothesis is partially validated. Finally, social presence does not have a positive influence on e-relationship quality
24
Ulicney, Mandy L. "Implementation of database marketing in the private club industry." Kent State University / OhioLINK, 2011. http://rave.ohiolink.edu/etdc/view?acc_num=kent1310475732.
25
Cheung, Kit-ling Agnes. "Evaluation of value-added service on customer satisfaction in private residential property /." View the Table of Contents & Abstract, 2006. http://sunzi.lib.hku.hk/hkuto/record/B35808482.
26
Cheung, Kit-ling Agnes, and 蔣潔玲. "Evaluation of value-added service on customer satisfaction in private residential property." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2006. http://hub.hku.hk/bib/B45008358.
27
Eskyte, Ieva. "Creating effective customer policies for disabled people in the mainstream private market." Thesis, University of Leeds, 2015. http://etheses.whiterose.ac.uk/12911/.
Abstract:
This thesis explores inequality and exclusion of disabled people as customers in the European single market and identifies potential causes of market inaccessibility and opportunities for creating more effective customer policies. The study adapted the concept of the ‘travel chain’ and examined disabled customers’ experience in acquiring customer information, traveling to the shop, navigating retail premises, and interacting in a shop. While the capitalistic nature of and processes in the market prohibit customers from fully exercising customer freedom and choice, for disabled people, customer participation is even more difficult and restrained. Putting forward the experiences of people with impairments gathered through mystery shopping and semi-structured interviews (in Lithuania and the UK) formed the foundation of this research. It was augmented by stakeholders of the European single market for information and communication technology products as well as civil society’s insights gathered through covert observations and semi-structured interviews. This stage of the research investigated the stakeholders’ actual lifeworld regarding disabled customers and market accessibility, power relations among them and access to the formulation of discourse in the public sphere. The presented work has been influenced by the social model of disability, which, combined with Habermas’ theory of communicative action, provided deeper understanding into multiple levels (global, regional and national) of the social, political and attitudinal factors shaping business, civil society and disabled customers’ experiences and realities. A range of overlapping restrictions emerged within discussions about shopping experience challenging legal construction of disabled people as ‘vulnerable’ consumers because of their impairments. They demonstrate how disabled customers’ exclusion is shaped by ableism, as well as the state and business’ focus on non-disabled citizens and customers. The role played by business and civil society’s notions of and ascribed values to disabled customers and market accessibility has been relatively overlooked in the existing disability literature. As well, there has been a focus on the ‘social dimension’ of this issue within the European Union policy context rather than the single market aspect. This study therefore directly addresses the single market dimension and reveals significant tensions between global, regional and national policy instruments. It has also shown how policy frameworks within which the actors operate and certain business’ practices often create further disabling lifeworld in terms of market accessibility and disabled customer equality, in addition to shaping 5 unequal power relations and eliminating certain actors and disabled customers from accessing the formulation of the discourse in the public sphere. This limits availability of accessible products, links product accessibility features with individuals’ ‘accessibility needs’, creates division between disabled and non-disabled ICT users and customers, forbids stakeholders from creating comprehensive and quality knowledge and additionally prevents knowledge innovation and its implementation. Taken together, this all inhibits the assurance of disabled peoples’ rights established in the United Nations Convention on the Rights of Persons with Disabilities. By highlighting these issues, the work here argues that cooperative action is needed to address the problem and raises questions about what types of policy framework the European Union and national governments should introduce in order to encourage the private market to take into account aspects of accessibility for disabled customers.
28
Yeung, Cheuk-chi. "An evaluation of the customer relationship management (CRM) in improving service quality of the private residential properties." Click to view the E-thesis via HKUTO, 2009. http://sunzi.lib.hku.hk/hkuto/record/B42556338.
29
Keller, René W. "Web 2.0 im Private Banking : die Auswirkungen moderner Internetdienste auf den Beratungsprozess /." Bern [u.a.] : Haupt, 2008. http://www.gbv.de/dms/zbw/588208043.pdf.
30
Burnside, Lisa Marie. "Strategies to Attract and Retain Customers for U.S. Private Country Clubs." ScholarWorks, 2018. https://scholarworks.waldenu.edu/dissertations/5834.
Abstract:
The decline in the number of customers in the private country club (PCC) industry in the United States is causing a reduction of revenues, which inhibits the sustainability of the clubs. The purpose of this multiple case study was to explore marketing innovation strategies (MIS) that Arizona PCC managers used to attract and retain customers successfully. Relationship marketing theory was the conceptual framework; key constructs of the theory include customer loyalty, service quality, experience satisfaction, trust, and communication. The study explored successful MIS that PCC managers have used to attract and retain customers to prevent closure. Participants consisted of 1 manager from 4 different PCCs in Arizona who used MIS successfully to attract and retain customers. Data were collected from semistructured, open-ended interviews and from marketing documents and website content. Data were analyzed using a 6-phase approach to thematic analysis. The 3 primary themes that emerged included broadening the marketing message to entice people to frequent the club; creating experiences that rated high in satisfaction by members, guests, and employees; and using a variety of communication media. The results of this study may contribute to positive social change by helping PCCs to remain in operation, which could benefit local communities by providing employment opportunities at the clubs and venues for local charities to raise funds.
31
Dennison, David Brian. "The status, rights and treatment of persons with disabilities within customary legal frameworks in Uganda: A study of Mukono District." Doctoral thesis, University of Cape Town, 2017. http://hdl.handle.net/11427/27074.
Abstract:
This thesis addresses the question: How do customary legal frameworks impact the status, rights and treatment of persons with disabilities? It is motivated by two underlying premises. First, customary legal frameworks are highly consequential in Sub-Saharan contexts. Second, human impairments are likely to impact status, rights and treatment in customary legal scenarios. In addition, the reality of deep legal pluralism and an anthropologically versed conception of customary law inform the research design. Customary legal content is rightly discerned by researching its substance and application within the lived environment. The researcher gathered input and stories of 63 persons with disabilities and conducted interviews of 23 community members with heightened knowledge of cultural matters in order to discern the experiences of persons with disabilities in non-formal legal contexts. In her semi-autonomous social field approach, Sally Falk Moore considers diverse and layered sources of law when determining the normative legal content in lived contexts. However, this research uncovered little in the way of normative principles specially pertaining to persons with disabilities within lived environments. Instead, legally consequential occurrences take place in customary scenarios that are largely autonomous from formal actors and institutions. The perceived normative substance of formal and customary law can influence the outcome of customary scenarios, but the decision makers' working knowledge of this legal content as it pertains to people with human impairments is limited and disparate. Decision-making family, clan and community members take various factors into consideration when determining rights, status and treatment in customary scenarios. Suppositions about the capacity and functionality of persons with disabilities are particularly influential. Thus, human impairments can be consequential factors in these decisions. This thesis demonstrates that customary scenarios are highly significant forums for establishing customary rights and status in the contexts of marital relations, clan leadership, customary guardianship, customary succession and land rights. Moreover, it indicates that effectual social and legal influences in these scenarios are multi-sourced, multi-layered and dynamic. Finally, the thesis offers practical change strategies suggested by the research for those seeking to improve the status, rights and treatment of persons with disabilities in Mukono District and similar settings.
32
Maphalle, Kagiso Annette. "Succession in woman-to-women marriages under customary law: a study of the Lobedu Kingdom." Master's thesis, University of Cape Town, 2017. http://hdl.handle.net/11427/26908.
Abstract:
This study looks into the ways in which official customary law addresses succession complexities and legitimacy in woman-to-woman marriages. The social, political, cultural and legal background against which these marriages are concluded show the history of succession in woman-to-woman marriages and the position of women and children. The thesis highlights provisions of customary succession laws legislators sought to redress through the Reform of Customary Law of Succession and Related Matters Act 11 of 2009 and the Recognition of Customary Marriages Act 120 of 1998, which affect widowed spouses and certain children in customary marriages. The study uses literature review, case analysis and interviews to investigate the operation and legitimacy of woman-to-woman marriages, the benefits or harmful effects thereof, the background, context and history of the customary law of succession and acceptance of children in Bolobedu, and the application of living customary law. The study finds that woman-to-woman marriages are legitimate customary marriages under Lobedu customary law. It also finds that customary succession laws in such marriages have traces of patriarchy, although the community is under a matriarchal system of governance. It finds that the rule of male primogeniture is still applicable, and that women do not have a right to inherit from their deceased parents except at the discretion of the male heir. It finds that the acceptance of children in woman-to-woman marriages includes the performance of ceremonies symbolising the female husband's acceptance, and the child's use of her surname. It further finds that the application of official customary laws in Bolobedu is negligible, with the living customary law being the applicable law for all succession disputes. A further finding is the general lack of knowledge and understanding of succession rights under official customary laws by the community and their traditional leaders, who are aware only of provisions of the Lobedu living customary law which they readily provide. The study concludes that the legislators, judiciary and policy makers' lack of knowledge and understanding of woman-to-woman marriages and its accompanying succession laws inhibits and limits the adequacy of official customary law to regulate succession complexities. Rural communities' perceptions of their rights and knowledge of customary laws of succession, the practicality of provisions of official customary laws of succession, and their relatability to lived realities of rural communities further add to the inadequacy of official customary law.
33
Van, Heerden Johannes Francois. "Customer service at a private hospital in the North–West Province / Johannes van Heerden." Thesis, North-West University, 2010. http://hdl.handle.net/10394/4503.
Abstract:
The South African private healthcare industry is a very competitive market. The three
key role players in this industry all market themselves as institutions that provide
quality care and service. As a result of this marketing, customers attend these private
institutions with the expectation that they will receive quality service.
This study centres around the research of customer service at a private hospital or
private healthcare institution. The objective was to measure the expectations and
perceptions of customers who made use of the services at the private healthcare
institution. Thereafter, the gaps between the expectations and perceptions were also
analysed in order to determine the practically significant areas for management to
focus their improvements on with regards to the quality of service system.
The literature review revealed that the SERVQAUL model is the optimal instrument to
be used to measure the expectations and perceptions of customers at a service
institution of this nature. The model also provides a way of measuring the gaps that
exist between the customers? expectations and perceptions, by adapting an instrument
of 22 statements to the specific industry. The 22 statements measure the quality of
services across the five SERVQUAL dimensions, namely tangibles, reliability,
resposiveness, assurance and empathy. This provides valuable data for effect size
analysis in all five of the SERVQUAL service quality dimensions.
The results revealed that customers? expectations of the service quality at the private
healthcare insittution were high. The average score for the 22 expectation statments
was 6.56 out of 7.0. The customers' perceptions of the service quality at the private
healthcare institution, were high, but, however, lower than the expectations average.
The average score for the 22 perception statements was 6.17 out of 7.0. This
indicated that there was a difference between the perception of healthcare services
and that which was expected of the healthcare institution.
The reliability of the SERVQUAL instrument, was done by the calculation of a
Cronbach Alpha for each of the five dimensions of the instrument and an average of
0.875 was achieved. This indicated a high reliability of the data.Thesis (M.B.A.)--North-West University, Potchefstroom Campus, 2011.
34
Kos, Kalia Olena. "Private banking performance and customer relationship management : an exploratory study comparing switzerland and india /." St. Gallen, 2008. http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&doc_number=017050618&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA.
35
Yeung, Cheuk-chi, and 楊卓芝. "An evaluation of the customer relationship management (CRM) in improving service quality of the private residential properties." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2009. http://hub.hku.hk/bib/B42556338.
36
Alemán, Izquierdo Renzo Moisés, and Manrique Angel Enrique Fernández. "Análisis del uso de los depósitos aduaneros en las empresas importadoras de vehículos livianos en Lima metropolitana." Bachelor's thesis, Universidad Peruana de Ciencias Aplicadas (UPC), 2018. http://hdl.handle.net/10757/625937.
Abstract:
La presente tesis realiza el análisis y evaluación del uso de los depósitos aduaneros en las empresas importadoras de vehículos livianos en Lima Metropolitana mediante la aplicación de entrevistas a profundidad que evalúa la percepción de las principales empresas importadoras de vehículos livianos y los depósitos aduaneros con mayor participación en Lima Metropolitana.
Estos resultados fueron empleados y codificados para mostrar la relación y diferencias de intereses en función a tres variables que permiten comprender el comportamiento en el tiempo, la capacidad de los depósitos aduaneros y la aplicación de las tarifas de los depósitos aduaneros.
En el primer capítulo, exponemos el marco teórico, el cual se divide en Antecedentes, nacionales e internacionales, los cuales refieren a investigaciones científicas relacionadas al uso de depósitos aduaneros y el atractivo del comercio internacional del sector automotriz, y en bases teóricas, las cuales ayudan a comprender la evolución del comercio internacional del Perú en los últimos años y del sector automotriz hasta llegar a convertirse en un producto relevante en las importaciones del país. En ese sentido, aparece la figura de los depósitos aduaneros quienes cobran relevancia en esta investigación ya que representan a una importante herramienta comercial ya que permite almacenar vehículos en territorio nacional bajo custodia de aduanas sin tener que pagar derechos o tributos hasta su venta o nacionalización, lo cual, a su vez, contribuye al desarrollo del sector. En el segundo capítulo, se plantea la problemática, se determina el objetivo general y los objetivos específicos e Hipótesis que conducirán la investigación. En el capítulo 3, se expone las formas ejecutadas en el trabajo para comparar la percepción; así como la población y la muestra no probabilística a utilizar. Posterior a ello, en el cuarto capítulo, se codifican las respuestas recopiladas de las empresas encuestadas y se organizan en función a la relación encontrada por la herramienta atlas ti. Finalmente, se interpretan los resultados de cada pregunta, que está en función a cada objetivo específico, mediante el uso de gráficos y tablas y se presentan las conclusiones y se redacta las recomendaciones para ampliar el valor económico de la empresa.This thesis performs the analysis and evaluation of the use of customs warehouses in light vehicle import companies in Metropolitan Lima through the application of in-depth interviews that assess the perception of the main light vehicle importers and the customs warehouses with greater participation in Metropolitan Lima. These results were used and coded to show the relationship and differences of interests according to three variables that allow understanding the behavior over time, the capacity of customs warehouses and the application of tariffs for customs warehouses. In the first chapter, we expose the theoretical framework, which is divided into Antecedents, national and international, which refer to scientific research related to the use of customs warehouses and the attraction of international trade in the automotive sector, and on theoretical bases, which help to understand the evolution of international trade in Peru in recent years and the automotive sector to become a relevant product in the country's imports. In this sense, the figure of customs warehouses appears, which become relevant in this investigation since they represent an important commercial tool since it allows to store vehicles in national territory under customs custody without having to pay duties or taxes until their sale or nationalization, which, in turn, contributes to the development of the sector. In the second chapter, the problem is posed, the general objective and the specific objectives and hypotheses that will guide the investigation are determined. In the third chapter, the methods used in the investigation to evaluate the perception are presented; as well as the population and the non-probabilistic sample to be used. After that, in the fourth chapter, the responses collected from the surveyed companies are coded and organized according to the relationship found by the atlas ti tool. Finally, the results of each question are interpreted, which is in function of each specific objective, through the use of graphs and tables and the conclusions are presented and recommendations are made to extend the economic value of the company.
Tesis
37
Götz, Christoph. "Customer-focused E-learning im Geschäftsfeld "private Vermögensberatung" : [dargestellt am Beispiel eines internetbasierten Hypermediasystems zur Analyse von Finanzinnovationen] /." Nürnberg : Datev, 2003. http://www.gbv.de/dms/zbw/377621811.pdf.
38
Berlin, Alex, and Anton Johnsson. "Target your customer's contextually : Explaining contextual targeting’s effect within the banking market." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-104220.
Abstract:
Purpose: The purpose of this explanatory study was to explain how contextual targeting affects customer attitudes, privacy concerns, trust, and loyalty. Literature Review: The reviewed literature included concepts that are important within the banking market. Such as attitude (cognitive, affective, and conative), privacy concerns, trust, and loyalty. Based on the literature review the authors proposed six hypotheses that together formed the research model. Methodology: A positivistic and deductive research approach was adopted in the form of a quantitative research design. Primary data was collected through an online questionnaire created in Google Forms which generated a total of 132 responses. Descriptive statistics, Cronbach’s alpha, and Pearson's correlation stood as a basis to analyze and interpret the data. Lastly, regression analysis was conducted in order to address the authors' proposed hypotheses stemming from the literature review. Findings: The study found that contextual targeting had a significant positive effect on the three components of attitudes, cognitive, affective, and conative. Contextual targeting did not have a significant positive effect on privacy concerns, rather a negative effect in this study. Trust and loyalty were significantly positively affected by contextual targeting. The findings implied that contextual targeting positively affected visibility, awareness, preferences among customers of banks as well as their final purchase decision. Also, that contextual targeting affected trust and loyalty towards banks positively implying the positive aspects of utilizing the marketing strategy. Keywords - Contextual targeting, Attitudes, Cognitive, Affective, Conative, Privacy concerns, Trust, Loyalty
39
Zaum, Christian [Verfasser], Markus [Gutachter] Rudolf, and Jürgen [Gutachter] Weber. "Customer portfolio management : an application to private wealth management / Christian Zaum. Gutachter: Markus Rudolf ; Jürgen Weber." Vallendar : WHU - Otto Beisheim School of Management, 2016. http://d-nb.info/1113594586/34.
40
Zaum, Christian Verfasser], Markus [Gutachter] [Rudolf, and Jürgen [Gutachter] Weber. "Customer portfolio management : an application to private wealth management / Christian Zaum. Gutachter: Markus Rudolf ; Jürgen Weber." Vallendar : WHU - Otto Beisheim School of Management, 2016. http://nbn-resolving.de/urn:nbn:de:hbz:992-opus4-381.
41
Dage, Hannah, and Thomassen Sandra Slydal. "Faktorer för långsiktiga relationer med hyresgäster : En jämförande studie mellan kommunala och privata bostadsföretag." Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-19538.
Abstract:
Titel: Faktorer för långsiktiga relationer med hyresgäster - En jämförande studie mellan kommunala och privata bostadsföretag Nivå: Examensarbete för kandidatexamen i företagsekonomi Författare: Hannah Dage, Sandra Slydal Thomassen Handledare: Akmal Hyder Datum: 2015 - Maj Syfte: Syftet med studien är att jämföra kommunala och privata bostadsföretag i deras arbete med förtroende, engagemang och kundnöjdhet för att skapa långsiktiga relationer med hyresgäster. Metod: Studien har omfattat en kvalitativ metod. Semistrukturerade intervjuer har genomförts med tio respondenter från olika kommunala och privata bostadsföretag i östra Mellansverige samt en respondent från Hyresgästföreningen för att samla in data. Den insamlade datan har därefter presenterats och analyserats mot relationsmarknadsföring för att dra slutsatser om hur företagen arbetar med förtroende, engagemang, kundnöjdhet och långsiktiga relationer. Resultat & Slutsats: Studiens slutsatser visar att bostadsföretagen arbetar med förtroende och engagemang för att uppnå kundnöjdhet och relationer. Den visar att det finns fler likheter än skillnader i kommunala och privata bostadsföretags arbete med hyresgäster. Det har dock framkommit att inga av dessa bostadsföretag konkret arbetar för att bygga långsiktiga relationer med hyresgäster. Förslag till vidare forskning: Genom att det i studien framkommit att medverkande bostadsföretag inte arbetar specifikt för att bygga långsiktiga relationer med hyresgäster kan förslag till vidare forskning vara att undersöka om teorin övervärderar sambanden mellan förtroende, engagemang och kundnöjdhet för att uppnå långsiktiga relationer. Det genom att applicera studien på andra bostadsmarknader alternativt andra tjänsteutövande marknader för att se om relationsmarknadsföring är så pass relevant som teorin utvisar. Studiens bidrag: Studien har bidragit till forskning om relationer i bostadsbranschen och den visar en generell bild av att det finns fler likheter än skillnader mellan kommunala och privata bostadsföretag. Studien har visat att de kommunala och privata bostadsföretagen är likartade i deras arbete med hyresgäster. Den har även framhållit att faktorerna förtroende, engagemang och kundnöjdhet spelar en betydande roll i bostadsföretags arbete med att skapa relationer till hyresgäster. Nyckelord: Engagemang, förtroende, kundnöjdhet, långsiktiga relationerTitle: Factors for long-term relationships with tenants - A comparative study between municipal and private housing companies Level: Final assignment for Bachelor Degree in Business Administration Authors: Hannah Dage, Sandra Slydal Thomassen Supervisor: Akmal Hyder Date: 2015 - May Aim: The purpose of this study is to compare municipal and private housing companies in their work with trust, commitment and customer satisfaction to create long-term relationships with tenants. Method: The study has involved a qualitative approach. Semi-structured interviews were conducted with ten respondents from various municipal and private housing companies in eastern central Sweden and one respondent from the tenant association to collect data. The collected data is then presented, analyzed and compared with relationship marketing for drawing conclusions. Result & Conclusions: It has emerged that the housing companies work with trust and commitment to achieve customer satisfaction and build relationships. It shows that there are more similarities than differences in the municipal and private housing companies' work with tenants. It also has emerged that none of these companies specifically works to establish long-term relationships with its tenants. Suggestions for future research: The study has revealed that participating housing companies doesn’t works specifically to build long-term relationships with its tenants. We therefore propose a further study to investigate whether the theory overestimates the relationships between trust, commitment and customer satisfaction to achieve long-term relationships. By applying the study to other housing markets, alternatively other service markets one could see if relationship marketing is as relevant as the theory shows. Contribution of the thesis: This study has contributed to research on relationships in the housing industry by showing there are more similarities than differences between municipal and private housing companies. The study has shown that the municipal and private housing companies is similar in their work with tenants. It also concludes that the factors trust, commitment and customer satisfaction play a significant role in housing companies to create relationships with tenants. Key words: Commitment, trust, customer satisfaction, long-term relationships
42
Hallak, Mahmoud Essam. "Privacy in homes of Shaamy Muslim immigrants : a study of privacy patterns in single-family detached homes and townhouses of middle-class immigrants in Montreal." Thesis, McGill University, 2000. http://digitool.Library.McGill.CA:80/R/?func=dbin-jump-full&object_id=33262.
Abstract:
After W.W.II several waves of mostly highly educated, middle-class, traditional Muslim families from Shaam arrived in Canada. The major problem that faced them, as a result of cultural differences with their new milieu, was the unresponsiveness of their living environment in Montreal to their distinguished religious and cultural needs---most notably those involving the idea of privacy . The purpose of this study is to examine privacy patterns in homes of the Shaamy community in Montreal, by analyzing the physical characteristics of their single-family detached homes and townhouses, usage patterns of domestic space, and inhabitants' social behavior. The research goes further to explore privacy-induced patterns of change in the physical environment of the home, space functions, and domestic behavior, which aim to improve privacy conditions in community homes.In particular, this research provides a description and analysis of the indigenous lifestyle and the socio-religious and cultural privacy concepts of this community. The research then scrutinizes the correlation between these elements and the physical characteristics of Montreal's housing patterns, and privacy concepts which are embodied in their designs. Both internal home layouts and functions, and outdoor settings are analyzed in relation to community privacy conceptions. This investigation process intends to diagnose major privacy deficiencies in the design of their homes and to highlight domestic privacy mechanisms and utilization modes of the home environment. Finally, criteria are established for improving the design of community detached homes and townhouses, with minimal change to their physical structure and patterns.
43
Tsui, Lee-lee, and 徐莉莉. "Early post-second world war baby boomer's expectations on the quality of private property management service in Hong Kong." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2009. http://hub.hku.hk/bib/B42905606.
44
Elmayar, Ashraf. "Assessing the perceived service quality levels in the Libyan private and public banking sectors : a customer perspective." Thesis, Northumbria University, 2011. http://nrl.northumbria.ac.uk/4421/.
Abstract:
It is increasingly being recognised that service quality has a strong correlation with customer satisfaction. Researchers have debated the topic of private banking sector versus public banking sector in both Western and Far East countries, and found that the private banking sector outperforms the public banking sector in many areas, including productivity, efficiency, and profitability. However, literature and empirical studies on banking service quality in Libya are scarce, and this potentially impacts on organisation performance. This research aimed to assess and compare the levels of service quality provided by the Libyan private and public banking sectors to identify if there are significant differences between the private and public banking sectors in terms of service quality levels, as perceived by bank customers. The research adopted a survey questionnaire based on the amended Banking Service Quality Scale. It included six service quality dimensions, broken down into 31 statements, for capturing the wide range of services offered by banks. A total of 2000 questionnaires were administered to customers of the two banking sectors (public and private) and 740 (370 from each sector) were returned, which amounts to a 37% response rate. The research findings show that there are significant differences between the Libyan private and public banking sectors in terms of customer perceptions of service quality and the degree of importance attached to various dimensions of service quality. The results also suggest there is a relationship between bank status and customers’ age, occupation, number of branch visits, and period of relationship with a bank. The study has revealed, however, that there is no relationship between customer gender and bank status. The research has significant implications for Libyan banks in terms of developing operational, marketing and human resource strategies, and can help Libyan banks to incorporate service quality issues into their strategic planning. The study may be useful for application in countries with a similar banking culture as Libya. This study contributes to the understanding of service quality in terms of the Libyan banking context. The added value of this study emanates from the fact the research was conducted in Libya (a developing country with an extremely limited amount of service quality research conducted therein), and the fact it measured and assessed the service quality in both Libyan private and public banking sectors which form, along with the central bank, the entire Libyan banking system.
45
Gebistorf, Liliane. "Preisgestaltung für die private Finanzplanung /." Bern [u.a.] : Haupt, 2004. http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&doc_number=012917262&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA.
46
Krume, Tim [Verfasser], Markus [Gutachter] Rudolf, and Sabine B. [Gutachter] Rau. "Private banking rating : evaluating private banking providers from a customer's perspective / Tim Krume. Gutachter: Markus Rudolf ; Sabine B. Rau." Vallendar : WHU - Otto Beisheim School of Management, 2016. http://d-nb.info/111353849X/34.
47
Krume, Tim Verfasser], Markus [Gutachter] [Rudolf, and Sabine B. [Gutachter] Rau. "Private banking rating : evaluating private banking providers from a customer's perspective / Tim Krume. Gutachter: Markus Rudolf ; Sabine B. Rau." Vallendar : WHU - Otto Beisheim School of Management, 2016. http://nbn-resolving.de/urn:nbn:de:hbz:992-opus4-1242.
48
LIPPI, ANDREA. "Gli investimenti non finanziari nel private banking: scelte strategiche, aspetti tecnico-valutativi e modalità di customer relationship management." Doctoral thesis, Università Cattolica del Sacro Cuore, 2007. http://hdl.handle.net/10280/115.
Abstract:
L'obiettivo della ricerca è evidenziare se l'investimento in beni non finanziari è preso in considerazione dalle private banks operanti in Italia nella costruzione dei portafogli dei loro clienti facoltosi, se nel processo di ottimizzazione siano seguite le logiche della modern portfolio theory e quali modalità vengono adottate nella fase di presentazione delle performance. si procede quindi ad esaminare gli investimenti in oro, in arte, in diamanti, in vino e in immobili per verificarne gli impatti sulla rischiosità e sulle performance di portafoglio.The goal of this thesis is to verify if private banks that operate in Italy use goods as investment for diversifying HNW or U-HNW individuals portfolio, if they take in consideration the modern portfolio theory for asset allocation and how performances are presented to investors. So it analyses the investment as gold, real estate, art, diamond and wine to achieve the impact of them on portfolio risk and performance.
49
Badejogbin, Rebecca Emiene. "An analysis of the process of ascertainment and application of customary law in the formal institutions of adjudication: Nigeria and South Africa." Thesis, University of Cape Town, 2017. http://hdl.handle.net/11427/28996.
Abstract:
Judges of formal courts in Nigeria and South Africa do not easily have access to the contents of customary law they are required to apply in the course of adjudication and this has been a major challenge. This thesis examines the processes that courts adopt in the ascertainment and application of living customary law in Nigeria and South Africa in order to discover factors that influence the ascertainment and application of customary law. This research is qualitative in nature and utilises both doctrinal and empirical methods to make its findings. It examines the conceptualization of customary law in the context of the research against positivist and pluralist theories and analyses the doctrine of judicial discretion against relevant theories on how it impacts on the ascertainment and application process. The thesis also examines the current laws and procedures that regulate this exercise to discover how it contributes to what is ascertained by the court. For its primary sources, it utilised data obtained from the semistructured interviews conducted, and, records of proceedings of cases on customary law heard by the formal courts in Nigeria and South Africa within a fifteen-year period. The secondary and tertiary sources utilised include text books, journal articles, official reports and publications, and other literature. It identifies factors within the purview of institutional, substantive, procedural, socio-economic and political factors, as well as other factors that influence how judges exercise discretion in the ascertainment and application of living customary law. The thesis states that these factors contribute in varying degrees, to enhance or impede the ascertainment and application of living customary law by these formal courts. It therefore proposes the consideration of these factors in the policies that seek to develop measures that would enhance the ascertainment and application of living customary law by the formal courts in Nigeria and South Africa.
50
No, Won Gyun. "An Empirical Investigation of Internet Privacy: Customer Behaviour, Companies’ Privacy Policy Disclosures, and a Gap." Thesis, 2007. http://hdl.handle.net/10012/3344.
Abstract:
Privacy emerges as a critical issue in an e-commerce environment because of a fundamental tension among corporate, consumer, and government interests. By reviewing prior Internet-privacy research in the fields of information systems, business, and marketing published between 1995 and 2006, we consider the following research questions: 1) how an individual’s privacy behaviour is affected by privacy policy disclosures and by the level of the individual’s involvement regarding the sensitivity of personal information; 2) how companies’ privacy policies vary with respect to regulatory approaches and cultural values; and 3) whether there is a gap between the privacy practices valued by individuals and those emphasized by companies. A three-stage study is conducted to answer these questions.
The first two stages, consisting of a Web-based survey and an online ordering experiment with 210 participants, found that individuals are more likely to read the privacy policy statements posted on Web sites and less likely to provide personal information, when they are under a high privacy involved situation as compared to being in a low privacy involved situation. However, the existence of a privacy seal did not affect individuals’ behaviour, regardless of involvement conditions. This study also found a gap between self-reported privacy behaviour and actual privacy behaviour. When individuals were requested to provide personal information, their privacy policy statement reading behaviour was close to their self-report behaviour. However, their personal information providing behaviour was different from their self-reported behaviour.
The third stage, which entailed the study of 420 privacy policies spanning six countries and two industries, showed that privacy policies vary across countries, as well as with varying governmental involvement and cultural values in those countries. Finally, the analysis of all the three stages revealed a gap between individuals’ importance ratings of companies’ privacy practices and policies that companies emphasize in their privacy disclosures.