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Morgado, Andre Vilares. "The Value of Customer References to Potential Customers in Business Markets." Journal of Creating Value 4, no. 1 (May 2018): 132–54. http://dx.doi.org/10.1177/2394964318771799.
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The literature on referencing takes a firm stance on the value that vendors derive from marketing customer references. What the literature lacks, however, is empirical work that supports our current understanding of the value of customer references to the potential customer. The present exploratory research aims to demonstrate the value of customer references from the perspective of the potential customer. This goal will be achieved by considering a single case study that provides evidence for the value of customer references to potential customers in business markets. Three theoretical propositions emerge as key conceptual contributions: (a) customer references allow buying companies to establish their suppliers’ competence, assess the buying decision risk and forecast return on investment; (b) customer references deliver value by helping potential customers to identify new business needs and (c) potential customers benefit from being exposed to customer references insofar as they are sources of organizational learning. This work concludes by presenting recommendations for practitioners who wish to reap the full benefits of customer references.
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Eni Maryati, Wahyu. "Studi Penerapan Strategi Segmentasi Pasar, Target Pasar dan Penempatan Posisi Guna Peningkatan Jumlah Konsumen pada Hotel Kartika Wijaya Batu." Jurnal Teknik Industri 2, no. 2 (April 26, 2010): 167. http://dx.doi.org/10.22219/jtiumm.vol2.no2.167-178.
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Market segmentationh ave purpose to devide plural customersi nlo the same marketsegmentationF. rom this segment,m arket sharet hat will be served dependingt o the segmentt hat givemaximum profit for Kartika Wijaya Hotel Batu.The methodu sedi n this researchis usingc lustera nalysisw ith SPSSp rograma s a help.T hesecondm ethodt hat be usedi s caracteristiacn alysism ethodo f customeres achs egmenut singc rossT absanalysisa nd the third methodu singp references tructurea nalysism ethodo f segmenut sing Thurstone'scase analysis.In customers egmentatioann alysisu singc lastera nalysisc an got 5 segments4.. of 5 balancesegmentfso rmedc ustomer'sp rofile caracterislice very segmenbt asedo n demografvi ariatesb, ehaviors,and advantagesA. nd from customer'sp references truclure concludet hat the prize that have beend ecidedby companyim portanat spect/s a tributeso f customer.
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Jalkala, Anne, and Risto T. Salminen. "Practices and functions of customer reference marketing — Leveraging customer references as marketing assets." Industrial Marketing Management 39, no. 6 (August 2010): 975–85. http://dx.doi.org/10.1016/j.indmarman.2010.06.017.
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Rachman, Natriya Faisal, and Dedik Tri Istiantara. "The Effect of Price and Service Quality on Train User Satisfaction and Loyalty." Jurnal Perkeretaapian Indonesia 1, no. 2 (November 20, 2017): 127–38. http://dx.doi.org/10.37367/jpi.v1i2.39.
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The quality of railroad service users in accordance with customer expectations can increase the tendency of customers to make repeat purchases, provide recommendations to others about their beneficial experiences, while customer loyalty is related to the possibility of returning customers, making business references, giving strong words, and offering references and publicity about services on the train. This study is a cross-sectional study where testing is based on data that occurs at one point in time, so that the model built is not designed to capture changes that occur due to time shift. The analysis in this study uses the statistical method of the Structural Equation Model (SEM). From the results of this study it can be concluded that the price, service quality, and customer satisfaction variables influence consumer attitudes towards loyalty applied to the Argowilis Train. This gives understanding for the Argowilis Train to see prices, improve service quality, and increase customer satisfaction.
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Feng, Lin, Baoping Sun, Kai Wang, and Sang-Bing Tsai. "An Empirical Study on the Design of Digital Content Products from a Big Data Perspective." Sustainability 10, no. 9 (August 30, 2018): 3092. http://dx.doi.org/10.3390/su10093092.
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The competition within the digital content market has become extremely fierce recently in China. With increasingly diversified product choices offered to customers, the focus on customer experience has been elevated to the highest level ever. It has become key to winning customers from within the intense competition and for companies to obtain differentiation advantages to create optimized customer experience from the customers’ viewpoint. The article analyzes the relationship between customer experience and the business model of digital content companies. Later, it comes up with an innovated business model based on the big data of customer experience to restructure the business process of digital content companies and to illustrate the designing process of new models in the product application design and customer care stages based on the model proposed, which can be used as references for the transformation and innovation of digital content companies.
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Nurudin, Nurudin, Khoirul Anwar, and Hidayaturrosyida Hidayaturrosyida. "Analysis Of The Effect Of Islamic Product Attributes, Servicescape, And Interpersonal Communications On Customer Satisfaction Bank BTN Syariah KCPS Ngaliyan." AL-ARBAH: Journal of Islamic Finance and Banking 2, no. 2 (December 31, 2020): 209–20. http://dx.doi.org/10.21580/al-arbah.2020.2.2.7328.
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Purpose - This study aims to determine the effect of Islamic product attributes, service scape, interpersonal communication on customer satisfaction at Bank BTN Syariah KCPS Ngaliyan.Method - The method used in this research is quantitative method, where this method is carried out by distributing questionnaires to BTN Syariah KCPS Ngaliyan customers. Samples were taken as many as 100 respondents with incidental sampling technique.Result - The results show that the variable attributes of Islamic products, servicescape, and interpersonal communication have a positive and significant effect on customer satisfaction of BTN Syariah KCPS Ngaliyan.Implication - This research can be used for references related to matters that affect customer satisfaction.Originality- This study analyzes the variable attributes of Islamic products, servicescape, and interpersonal communication on customer satisfaction.
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Sanny, Lim, Verencia Angelina, and Bernando Budi Christian. "Innovation of SME service industry in Indonesia in improving customer satisfaction." Journal of Science and Technology Policy Management 12, no. 2 (May 18, 2021): 351–70. http://dx.doi.org/10.1108/jstpm-03-2020-0056.
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Purpose Small-medium enterprise (SME) service industry is an industry that continues to experience growth in developed and developing countries, including Indonesia. SME service industry that engaged in the service industry, namely, rental for generator set, air conditioner and sound system. In recent years, this SME has been experienced in declining in sales and getting some complaints from their customers. Many studies suggest that service quality and customer satisfaction are the key factors in the service industry. The purpose of this paper is to analyze the quality of service based on the customer’s perspective. Design/methodology/approach Data was collected using a combination of literature review, interview, brainstorming and questionnaires and analyzed by using importance-performance analysis (IPA) and quality function deployment (QFD) model. Findings This research resulted in nine technical requirements that allow the company to focus on these attributes to help the company enhance its customer satisfaction. Practical implications Based on the theory, applying service quality, IPA and also QFD will result in customer satisfaction. Practically the enhancement in customer satisfaction is not as easy as expected. Nowadays, customers always expect more and more and it is impossible to fully captured customers’ needs and always satisfy customers. Nevertheless, for this research company can understand their customers better, companies can evaluate their performances based on the customers’ perspective and know their customers’ needs. The company also know their strengths and weaknesses to allocate the resources and maximize their potential. Last but not least, the company is able to know their strategic priority that needs to be done for their better performance in the future to fulfill their customers’ needs and hope to enhance their customer satisfaction Originality/value A lot of research about customer satisfaction but still limited especially in the service industry in Indonesia using a combination of IPA and QFD model. So this research will give benefit for SMEs in Indonesia to allocate their resources more effectively by looking at the results of the four quadrants of IPA and house of quality (HOQ) framework can be used for a company as the references for their priority strategic option. Yet, to keep improving, the company recommended reviewing HOQ periodically.
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Oktadiana, Hera, and Andhika Kurnia. "How Customers Choose Hotels." Binus Business Review 2, no. 1 (May 30, 2011): 510. http://dx.doi.org/10.21512/bbr.v2i1.1158.
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In the advancement of hospitality industry, thus it is important for hotel sales and marketing to understand the customer behavior in order to create effective marketing. Factors that influence customer behavior as individuality consist of personal and interpersonal factors. Personal factors include the needs, wants, motivation, perception, learning, personality, lifestyle, and self-concept. Meanwhile, interpersonal factors come from culture and sub-culture, group references, customers through stages before deciding to purchase. Begin with the awareness about the needs, customers then find information about the product or service that could be used to solve the problems. After having the information, customers select the best product and service before deciding to purchase. After purchasing, the last stage is evaluation of product and service, whether it is satisfying or not.
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Jalkala, Anne, and Risto T. Salminen. "Communicating customer references on industrial companies' Web sites." Industrial Marketing Management 38, no. 7 (October 2009): 825–37. http://dx.doi.org/10.1016/j.indmarman.2008.04.009.
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Zhang, Xianyu, Xinguo Ming, Zhiwen Liu, Maokuan Zheng, and Yuanju Qu. "A new customization model for enterprises based on improved framework of customer to business: A case study in automobile industry." Advances in Mechanical Engineering 11, no. 3 (March 2019): 168781401983388. http://dx.doi.org/10.1177/1687814019833882.
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With the continuous improvement of living standards, customers are gradually pursuing products which are individualization, entertainment, and scene. The production model of the enterprise has changed from the traditional inventory model to the manufacturing model driven by the customer orders. By analyzing the evolution process of customer to business, we get the overall framework of customer to business based on customer platform-connecting manufactory platform-connecting service. A case study in the automotive industry is introduced, which takes customer to business as the implementation of enterprise strategy. The detailed implementation process is discussed from the four aspects of open and networked demand for personalized customer (C), open and networked manufacturing (M), open and networked service (S), open and networked collaborative platform (P). The objective of this article is to provide general references for enterprises to change from traditional business-to-customer model to open and interconnected customization model by combining the improved customer-to-business framework and its application in automotive industry. The framework we put forward has achieved good results in related customer-to-business projects we participated in. The research results of this article can be used as a reference for enterprises to design, set, and carry out the model of customer to business.
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Yerpude, Samir, Tarun Kumar Singhal, and Hiren Rajeshkumar Rathod. "Achieving Service Process Excellence With Connected Customer." International Journal of Information Systems and Supply Chain Management 12, no. 1 (January 2019): 66–80. http://dx.doi.org/10.4018/ijisscm.2019010104.
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This article studies the service process and evaluates the need of a connected customer for achieving customer satisfaction and customer ecstasy, in-turn improving service process excellence for the organization. The method used was an exploratory analysis of research studying the CRM concept and usage data generated from IoT devices. Through a literature review process, various preliminary information constructs on IoT and CRM system with digital enablers are evaluated. References from research papers, journals, internet sites, statistical data sites and books were used to collate the relevant content on the subject. The study of all the relevant scenarios and impact assessment on all the relevant stakeholders was undertaken. Further primary data was gathered from the customer sample and was evaluated to substantiate the importance of connected customer for an organization and its linkage to customer satisfaction. It was found that customer demands are continuously evolving, and it is very relevant for all the organizations to align and keep pace with the change. Connected customers help organizations maintain a complete customer profile, needs, and ability to customize for the individual customer. With this, customers become active participants in the whole ecosystem. The usage of real time data becomes a reality with IoT data transmitted over the internet and analyzed by the CRM system. It gives a better understanding of the customer relationship aspect, helping organizations to operate within healthy financial margins. It also resolves the softer issues arising out of such strategic alliances such as trust and ensures that the organization remains competitive.
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Lin, Wen Tsann, Shen Tsu Wang, Meng Hua Li, Chun Ming Huang, and Shih Wei Lin. "A Study on Research and Development Strategies of Total Heat Exchanger Using Systematic Methods." Advanced Materials Research 403-408 (November 2011): 5299–302. http://dx.doi.org/10.4028/www.scientific.net/amr.403-408.5299.
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This study intends to determine market demand for total heat exchangers, and then develop research and development (R&D) strategies to satisfy customers' needs and improve corporate competitiveness. Kano 2-D quality model analysis and questionnaire survey were conducted to identify the importance of customers' expectations of quality constructs, and Kano quality factors of classified quality constructs. The opinion difference of customer attributes for quality construct was then compared. Finally, the results of Kano questionnaires and quality function deployment (QFD) were combined to construct a house of quality, with the voice of customers (VOC) incorporated into the design and planning of total heat exchangers. The results showed that consumers pay attention to convenience of use and the function of improving indoor air quality. The findings can serve as references for manufacturers to identify the qualities of total heat exchangers that attract customers, and design products that satisfy customers’ needs. The results can also serves as references for the development of future energy-saving air conditioning.
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Chiu, Hui-Feng, Tzong-Ru (Jiun-Shen) Lee, and Ching-Kuei Kao. "The Key Factors of Selecting Electronics Manufacturing Service Suppliers – an Example of Company U in Taiwan." Management and Production Engineering Review 6, no. 4 (December 1, 2015): 4–14. http://dx.doi.org/10.1515/mper-2015-0031.
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Abstract In a highly competitive environment with a developed network, the customers of electronics manufacturing service (EMS) manufacturers always seek a wide range of choices. EMS manufacturers can attract loyal customers and establish long-term partnerships if they understand and satisfy their customers’ needs to execute a response plan successfully with limited resources. If these conditions are met, EMS manufacturers can create high customer equity. This study investigates how the demand of downstream enterprises can be satisfied on the basis of the opinion of upstream suppliers in the electronics manufacturing industry. Domestic and foreign literature related to the dimensions and elements of supplier evaluation criteria were investigated to extract 22 elements of supplier selection by corporate customers. Five supplier evaluation dimensions were then established through interviews with the internal experts of the case company. An analytic hierarchy process-based (AHP-based) approach is used to design the questionnaire for the external corporate customers of the case company. The questionnaire is then used to investigate the supplier evaluation criteria of the customers of EMS manufacturers. Conclusions and suggestions are provided on the basis of the results to provide the case company with references that can be used to develop and maintain customer relationship and create high customer equity.
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Suh, Eun Suk. "Product Service System Availability Improvement through Field Repair Kit Optimization: A Case Study." Applied Sciences 9, no. 20 (October 12, 2019): 4272. http://dx.doi.org/10.3390/app9204272.
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Product service system (PSS) is becoming a popular business model, where companies offer product based service to customers to realize steady recurring revenue. However, to provide PSS-based service to customers in reliable way, PSS need to be supplemented with a field repair kit onsite, in case of parts failure and PSS shutdown. The field repair kit consists of frequently used spare parts in multiple quantities. However, mismatch in spare parts type and quantities in the field repair kit will results in sub-par performance of PSS for both customer and company. In this paper, a case study involving industrial PSS repair kit optimization is presented. In the case study, the field repair kit for complex industrial printing system is cost optimized, while satisfying the system availability requirement, specified by the maintenance contract between the company and the customer. Key analysis steps and results are presented to offer insight into the PSS field repair kit optimization, offering useful references to industrial practitioners.
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Popa, Diana Mariana. "The Flying Dutch Job. Jobs that Migrate from the Netherlands to Romania." Studia Universitatis Babes-Bolyai Sociologia 6, no. 1 (June 1, 2015): 83–102. http://dx.doi.org/10.1515/subbs-2015-0004.
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Abstract In the present article I discuss the migration of work from the West towards the East, making direct references to this kind of work relocation between the Netherlands and Romania. More specifically, this article focuses on the Dutch language based activities relocated or outsourced to Romania, a situation which puts customers in contact with “brains without bodies” or “invisible work-migrants”. In order to highlight the trend of migrating jobs I take a look at the evolution of job advertisements for Dutch speakers in Romania. Then, I investigate the impact that the international relocation of back-office and front-office business activities has both on the employees who take over the activity and on the customer’s satisfaction. Factors such as linguistic similarity, cultural practices, and attitudes towards customers’ complaints shape the outcomes of such relocations. Given that the otherness between employees and customers can be faster noticed in the direct, “voice-to-voice” interaction, the situation of call-centres deserves special attention for the analysis. Call-centres clearly feature the characteristics of non-places, where the employee must assume a similar identity to that of the customer.
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Kuo, Tung-Sheng, Kuo Chung Huang, Thang Quyet Nguyen, and Phuc Hung Nguyen. "ADOPTION OF MOBILE APPLICATIONS FOR IDENTIFYING TOURISM DESTINATIONS BY TRAVELLERS: AN INTEGRATIVE APPROACH." Journal of Business Economics and Management 20, no. 5 (July 12, 2019): 860–77. http://dx.doi.org/10.3846/jbem.2019.10448.
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The purpose of the study is to provide an assessment of both how consumers adopt mobile tourism apps and how consumers use those apps to orient customer intentions to visit tourism destinations. The technology acceptance model (TAM) is used to explore customer intentions to adopt tourism apps. A survey of 630 tourism respondents found that the e-servicescape environment and e-word-of-mouth communication play major roles in determining intentions to adopt tourism apps and to visit tourism destinations. Perceived ease of use and perceived usefulness tend to be moderators of the effects of the e-servicescape environment and e-word-of-mouth communication on attitudes towards using apps. The results may be important references to conduct further validations, and critical for marketing managers when designing specific criteria to enhance mobile apps and their adoption. The different managerial implications – including apps to differential marketing tools, improving attitudes towards using tourism apps, and segmenting customers in order to design marketing strategies – are considered.
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Souček, Martin, and Jana Turčínková. "Lifetime value in business process." Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis 59, no. 2 (2011): 291–98. http://dx.doi.org/10.11118/actaun201159020291.
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The paper focuses on lifetime value assessment and its implementation and application in business processes. The lifetime value is closely connected to customer relationship management. The paper presents results of three consecutive researches devoted to issues of customer relationship management. The first two from 2008 and 2010 were conducted as quantitative ones; the one from 2009 had qualitative nature. The respondents were representatives of particular companies. The means for data collection was provided by ReLa system. We will focus on individual attributes of lifetime value of a customer, and relate them to approaches of authors mentioned in introduction. Based on the qualitative research data, the paper focuses on individual customer lifetime value parameters. These parameters include: the cost to the customer relationship acquisition and maintenance, profit generated from a particular customer, customer awareness value, the level of preparedness to adopt new products, the value of references and customer loyalty level. For each of these parameters, the paper provides specific recommendations. Moreover, it is possible to learn about the nature of these parameter assessments in the Czech environment.
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Morgado, Andre Vilares, and Luis Mota de Castro. "Customer references and the buying of capital equipment for a project firm." Journal of Strategic Contracting and Negotiation 2, no. 3 (September 2016): 244–63. http://dx.doi.org/10.1177/2055563616684162.
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Aarikka-Stenroos, Leena, and Hannu Sakari Makkonen. "Industrial buyers' use of references, word-of-mouth and reputation in complex buying situation." Journal of Business & Industrial Marketing 29, no. 4 (April 1, 2014): 344–52. http://dx.doi.org/10.1108/jbim-08-2013-0164.
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Purpose – The aim of this paper is to provide understanding on how the buyer can mobilize experience-based information scattered around the business network, by means of customer references, word-of-mouth and reputation, and how this facilitates the buying process. Design/methodology/approach – The qualitative study scrutinizes eight cases comprising buyers of knowledge intensive services and technology innovations. The paper draws on the literature on buying and purchasing, customer references, word-of-mouth and reputational information. Findings – The findings identify the different roles of references, word-of-mouth, collegial advice networks, and reputation, and suggest that experience-based information provides information on offerings, suppliers and the problem solving situation in complex buying per se. Research limitations/implications – The article's contribution is to provide a framework depicting the employment of experience-based information in complex buying, which ensues through focal and continuous buying processes. Insights from this research are broadly applicable to the contexts of knowledge intensive, innovation and solutions business. Further qualitative research should aim to form constructs and define their interrelations to be tested in subsequent quantitative research. Originality/value – This study generates new understanding on how buyers gather and use experience-based information to solve complex problems in buying. It contributes by merging references, word-of-mouth, collegial social networks, and reputation as sources of experience-based information, identifying information embedded in those means, and exploring how the information and means are used throughout the complex buying situation.
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Kusumah, Intan Fazria, Lili Adi Wibowo, and Ridwan Purnama. "GAMBARAN DIMENSI KEPUASAN PELANGGAN PERUSAHAAN JASA EKSPEDISI SICEPAT." Journal of Business Management Education (JBME) 3, no. 1 (May 11, 2018): 107–12. http://dx.doi.org/10.17509/jbme.v3i1.14253.
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Purpose - The purpose of this study is to determine the effect of Service Innovation on Customer SatisfactionDesign / methodology / approach - This research was conducted in less than 1 year period, the research design is cross-sectional design. The method used is explanatory survey, and population 203 employees. The analysis technique used is descriptive, the questionnaire is used as a research instrument to collect data from respondents.Findings - based on the results of the study using simple linear regression analysis, the result that there is a positive influence of service innovation on customer satisfaction.Originality / value - this study provides a basis for find out the impact of service innovation on customer satisfaction.. The difference of this study with previous research is on the objects, variables, theories and the references.
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Bèzes, Christophe. "What kind of in-store smart retailing for an omnichannel real-life experience?" Recherche et Applications en Marketing (English Edition) 34, no. 1 (November 22, 2018): 91–112. http://dx.doi.org/10.1177/2051570718808132.
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Smart retailing is currently presented by many consultants and some researchers in innovation as the solution for generating an omnichannel experience that benefits customers and retailers alike. But does the type of in-store technology promote different forms of omnichannel experience? Are retailers able to control the omnichannel experience of their customers by acting on the experiential context of their stores? Based on 107 bibliographic references in marketing, innovation, and information systems, this synthesis highlights four forms of omnichannel experience, depending on whether they are triggered by the customer or controlled by the retailer and perceived as integrated in terms either of marketing or of technologies. When the retailer tries to exert too much control over the various forms of omnichannel experience, some of them cease to be truly omnichannel and are reduced to little more than a single-channel (store or website) experience.
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Lakshmi. "CONSUMER BUYING BEHAVIOR TOWARDS ONLINE SHOPPING." International Journal of Research -GRANTHAALAYAH 4, no. 8(SE) (August 31, 2016): 60–65. http://dx.doi.org/10.29121/granthaalayah.v4.i8(se).2016.2588.
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With the increasing internet literacy, the prospect of online marketing is increasing. There are millions of people online any time and they all are a potential consumer in the online market. Since there are so many providers, the most important thing for organizations is to understand what are consumer wants and needs in this competitive business environment. Customer buying behaviors are influenced by different factors such as culture, social class, references group relation, family, salary level and salary independency, age, gender etc. and so they show different customer behaviors. These studies explain online shopping important and consumer buying behavior in online shopping.
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Hidayat, Cecep. "Model Perancangan Organisasi Berdasarkan Dorongan Pasar." Binus Business Review 3, no. 1 (May 31, 2012): 374. http://dx.doi.org/10.21512/bbr.v3i1.1325.
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Designing Market-Driven Organizations reflects the needs of the customer in the design, roles, and organizational activities. This paper has objectives to review the definitions, concepts, and models relating to the organization based on market needs. The research method used is based on the study of literature references are used as discussion material. The main theories used are the marketing concept, customer value, and design organizations. Conclusion the results of the analysis indicate that the philosophy or concept of marketing is used as the basic design of the organization based on market forces are still relevant to today's conditions.
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Sivathanu, Brijesh. "An Empirical Study of Service Quality, Value and Customer Satisfaction for On-Demand Home Services." International Journal of Information Systems in the Service Sector 11, no. 4 (October 2019): 35–57. http://dx.doi.org/10.4018/ijisss.2019100103.
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This study investigates the factors influencing customer satisfaction with references to on-demand home services, an emerging phenomenon in India. The hypothesized conceptual framework is grounded in the E-SQ and SERVQUAL model. To test the research hypotheses, 382 sample respondents were surveyed using a pre-tested questionnaire. The empirical validation of the proposed framework was performed with the help of PLS-SEM. The results suggest that e-service quality (E-SQ) and service quality (SERVQUAL) contribute to the overall service quality (OSQ) which has a positive influence on customer satisfaction (CS). It is further noted that, with reference to on-demand home services, overall service quality (OSQ) and customer satisfaction (CS) is moderated by value (VL). Further research could investigate the influence of OSQ on other relational constructs such as trust and customer loyalty. This study offers interesting insights to the managers and marketers in the service industry while crafting marketing strategies.
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Al-Qudah, Anas Ali. "The Factors that Affecting on the Consumers' Continuing to Use Internet Services in the Banking Industry: Empirical Evidence from Abu Dhabi, UAE." Modern Applied Science 11, no. 4 (February 8, 2017): 45. http://dx.doi.org/10.5539/mas.v11n4p45.
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The aim of the current study is to discover and examine the factors that affecting consumer’s and dealers' in banking services to continue using internet banking (electronic services) in United Arab Emirates. one of the most important goal in the banking sectors is a new customer acquisition, but actually the measures of continued the new customer with the bank is more important, that called in the marketing science 'retaining customers'. And one of the most effective methods to do that is make the electronic services more attractive to customers and accorded more attention to the internet banking, to make it understandable and enforceable by any customer. The current study is a natural reaction to a gap in the current references and researches which needed the produce of more unified theoretical analysis and the determination of factors that affect the continuing using of internet banking in the regard of importance to consumers, customers, and banking dealers.The researcher trying through this study to offer a many concepts depend on theoretical models regarding to the assenting of technology that used in banking industry and circulate of creative theories in this field. The Virtual model of this study includes some variables were created by the main factors from the researcher point eye view depend on some literature was taken in consideration, these factors: Technology, channel and social factors, which effect on the customers through continuing using of internet banking. And in the regarding of Data collection, it was collected using a questionnaire was contributed in Marina mall in Abu Dhabi mall (http://www.marinamall.ae/). A sample of this study includes 292 internet banking users. After run regression for this Data by some types analysis methods the researcher used the result of Likert scale, factor clarification and hierarchical multiple analysis, the main result of this study that the factors chosen in the model have a significantly impact on continuing using of internet banking.
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Krasovskii, Yu D. "PRIMARY COMMUNICATIONS OF THE COUNSELLOR WITH THE CUSTOMER IN MANAGEMENT CONSULTATION." Vestnik Universiteta, no. 4 (May 27, 2019): 158–62. http://dx.doi.org/10.26425/1816-4277-2019-4-158-162.
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Four possible variants of the consultant’s strategies at the initial stage of management consulting of top management of companies at the stage of forming hypotheses and their adjustment in the process of subsequent use of author’s social techniques have been presented in a digital format. A feature of such researches is the subsequent development of simulation models in a digital visual graphic format. The main attention has been paid to the description of research consult-development in the analysis of managerial situations. The most authoritative researchers in the Russian practice of management consulting have been adduced in the list of references.
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Van Herck, Rebecca, Babette Dobbenie, and Sofie Decock. "Person- versus content-oriented approaches in English and German email responses to customer complaints: a cross-cultural analysis of moves and first-person pronouns." Intercultural Pragmatics 18, no. 2 (March 15, 2021): 203–43. http://dx.doi.org/10.1515/ip-2021-2003.
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Abstract This cross-cultural study examines the differences in communicative styles between English and German email responses to customer complaints by analysing their discourse structure (through a rhetorical move analysis) and the frequency of first-person references (I and we and their different forms). The framework is given by House (House, Juliane. 2006. Communicative styles in English and German. European Journal of English Studies 10(3). 249–267.), who suggests that English speakers tend to use a more interpersonal (i.e., people-oriented) communicative style, while German speakers show a preference for a transactional (i.e., content-oriented) style. In addition, first-person references within the genre of email responses to complaints are associated with either the customer service agent’s personal or corporate identity. The data consist of 150 English and 84 German authentic emails. The results of the move analysis reveal that the discourse structure of both data sets is mainly similar, but the few differences point into the direction of support for House’s framework, in particular the dimension on addressee- or content-orientation. Although agents generally use more we than I-references in both data sets, thus exhibiting mainly a corporate identity, they tend to use the opposite in some moves (e.g., Apology), which points to pronominal shifting across move level, as suggested in previous research (Zhang, Yi & Camilla Vásquez. 2014. Hotels’ responses to online reviews: Managing consumer dissatisfaction. Discourse, Context and Media 6. 54–64.). Overall, the German agents use more we-references compared to their British colleagues. Finally, agents use pronominal shifting within move level to distance themselves from the company.
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Yerpude, Samir, and Dr Tarun Kumar Singhal. "Internet of Things based Customer Relationship Management – A Research Perspective." International Journal of Engineering & Technology 7, no. 2.7 (March 18, 2018): 444. http://dx.doi.org/10.14419/ijet.v7i2.7.10860.
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Objectives: To study the impact of Internet of things (IoT) on the Customer Relationship Management process and evaluate the benefits in terms of customer satisfaction and customer retention. Methods: An extensive literature review was conducting wherein the constructs of CRM and IoT are studied. Various preliminary information on IoT and CRM system along with the components of Digital enablers have been evaluated. References from research papers, journals, Internet sites, statistical data sites and books were used to collate the relevant content on the subject. The study of all the relevant scenarios where there is a possible impact of IoT origin real time data on CRM was undertaken. Findings: Customer demands are continuously evolving and it is very relevant for all the organizations to align and keep pace with the change. Organizations need to be customer centric and agile to the changing market scenarios. Evaluation of the trends in mobile internet vs desktop internet was also conducted to validate the findings. Application: The usage of real time data emerging out of the IoT landscape has become a reality with the data transmitted over the Internet and consumed by the CRM system. It improves the control on the customer relationship function helping the organizations to operate within healthy and sustained profit
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Hooley, Richard. "Bankers' references and the bank's duty of confidentiality: when practice does not make perfect." Cambridge Law Journal 59, no. 1 (March 2000): 21–23. http://dx.doi.org/10.1017/s0008197300270013.
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IT is a well-established principle that banking practice will be taken into account by the courts. The principle makes good sense when examining the rights and duties which arise between the banks themselves, for they are the very architects of such practice. It is open to closer scrutiny when banking practice is relied on to mould the relationship between a bank and its customer who has no control over, and may be totally unaware of, the relevant practice. To say, as Willes J. did in Hare v. Henty (1861) 10 C.B.N.S. 65, 77, that “[a] man who employs a banker is bound by the usage of bankers” is potentially misleading. This half-truth was recently exposed by the Court of Appeal in Turner v. Royal Bank of Scotland plc [1999] 2 All E.R. (Comm) 664, where it was held that a bank could not rely on banking practice to imply its customer's consent to the use by the bank of confidential information in order to give other banks references about his creditworthiness.
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Murti, Nugroho Wisnu, and Kristina Sisilia. "ANALISIS PROFIL KONSUMEN UNTUK PEMBUATAN APLIKASI INDEKOS DENGAN PENDEKATAN DESAIN PROPOSISI NILAI." PERFORMANCE: Jurnal Bisnis & Akuntansi 9, no. 2 (November 8, 2019): 1–17. http://dx.doi.org/10.24929/feb.v9i2.788.
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They are seeing the development of internet users in Indonesia which is growing rapidly. This is the basis for the emergence of applications that can facilitate the community in doing their work. One of them is doing work in terms of finding a homestay, especially in the student segment. The phenomenon found, the information offered is incomplete and the absence of services to help move goods. This study aims to determine the consumer profile which includes perceptions and expectations for the homestay application customer segment, namely students, so that it can be a reference for creating value propositions that are relevant for homestay applications. The study uses a qualitative approach that is descriptive. Data collection techniques used include interviews, observation, and documentation. In this study, the design of a consumer profile consists of three parts, namely customer jobs, customer science, and customer gains in the Value Proposition Design taken from Alexander Osterwalder and Yves Pigneur. In this study, generated perceptions and expectations of consumers of boarding room applications, among others, requires complete information, a lot of boarding references, there are features of ratting, booking, and chat forums, as well as there are goods transport services.
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Witczak, Krzysztof. "Karpowiczów dwóch – o dialogu prozy Ignacego Karpowicza i poezji Tymoteusza Karpowicza." Annales Universitatis Paedagogicae Cracoviensis. Studia Poetica 5 (May 14, 2018): 145–56. http://dx.doi.org/10.24917/23534583.5.11.
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Two of Them – the dialogue of Ignacy Karpowicz prose and Tymoteusz Karpowicz poetry This essay is about the participation of poetry Tymoteusz Karpowicz at Ignacy Karpowicz novels. The basis for writing prose is fragmented, multiplying references and styles, and above all the use of quotes and quasi citations. The article analyzed the references to the Karpowicz work occurring in three works: Gesty (2008), Balladyny i romanse (2010) and Spam (2008). This feature of the postmodern novel (Hassan) is here discussed in the perspective of the concept “rhizome” (Deleuze, Guattari). Karpowicz strips his characters with delusions of values. Both artists also connects the way contact with the customer – constantly shifting horizon of meaning results in the loss of opportunities to communicate and ultimately the possibility of incurring defeat.
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Wu, Hong Yang. "Satisfaction Evaluation Model of Bus Rapid Transits Service." Applied Mechanics and Materials 313-314 (March 2013): 1008–11. http://dx.doi.org/10.4028/www.scientific.net/amm.313-314.1008.
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In this paper, based on the customer satisfaction theory [ of social and experimental psychology, Satisfaction measuring model of bus rapid transits service was established by using the measure and economic method, and the pilot study for the reliability and validity of the model was implemented in Jinan city. The aim of establishing satisfaction measuring model is to provide references for the decision makers on improving service level of operated bus rapid transit.
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Behi, Behnaz, Ali Arefi, Philip Jennings, Arian Gorjy, and Almantas Pivrikas. "Advanced Monitoring and Control System for Virtual Power Plants for Enabling Customer Engagement and Market Participation." Energies 14, no. 4 (February 19, 2021): 1113. http://dx.doi.org/10.3390/en14041113.
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To integrate large-scale renewable energy into energy systems, an effective participation from private investors and active customer engagement are essential. Virtual power plants (VPPs) are a very promising approach. To realize this engagement, an efficient monitoring and control system needs to be implemented for the VPP to be flexible, scalable, secure, and cost-effective. In this paper, a realistic VPP in Western Australia is studied, comprising 67 dwellings, including a 810 kW rooftop solar photovoltaic (PV) system, a 700 kWh vanadium redox flow battery (VRFB), a heat pump hot water system (HWS), an electric vehicle (EV) charging station, and demand management mechanisms. The practical and detailed concept design of the monitoring and control system for EEBUS-enabled appliances, and also for the PV and VRFB system, with smart inverters, is proposed. In addition, a practical fog-based storage and computing system is developed to enable the VPP owner to manage the PV, VRFB, and EV charging station for maximizing the benefit to the customers and the VPP owner. Further, the proposed cloud-based applications enable customers to participate in gamified demand response programs for increasing the level of their engagement while satisfying their comfort level. All proposed systems and architecture in this paper have the capability of being implemented fully and relevant references for practical devices are given where necessary.
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Tamayo, Edgar, Yasir Khan, Mohamed Al-Hussein, and Ahmed Qureshi. "Integrating machine learning with QFD for selecting functional requirements in construction automation." International Journal of Industrialized Construction 1, no. 1 (December 10, 2020): 76–88. http://dx.doi.org/10.29173/ijic235.
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An important aspect of the conceptual design is at the customer requirement definition stage, where an optimal number of functional requirements are specified with the application of quality function deployment. To facilitate a systematic specification of functional requirements, state-of-the-art unsupervised machine learning techniques will be introduced in the feature selection of functional requirements. However, the scarcity of references on unsupervised feature selection in the literature reflects the difficulty associated with this topic. At the customer requirement definition phase, three techniques will be proposed for selecting functional requirements, namely: (a) principal component analysis, (b) forward orthogonal search, and (c) Kohonen self-organizing map neural network. These machine learning feature selection techniques address the limitations of current approaches in systematically determining the minimum functional requirements from the mapping of customer requirements in quality function deployment. When applied to the conceptual design of the transportable automated wood wall framing machine that is under development at the University of Alberta, the proposed feature selection techniques have been observed to be: (i) fast, (ii) amenable to small quality function deployment dataset, and (iii) adequate in realizing design objectives. The results presented in this paper can be easily extended to online determination of customer requirements and functional requirements, project management, contract management, and marketing.
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Freihat, Sultan Mohammad Said Sultan, Diana Moh’d Adnan Homsi, and Tareq N. Hashem. "Innovative Marketing and Its Impact on Customers' Value Creation in Orange Jordan Telecom." Academic Journal of Interdisciplinary Studies 9, no. 5 (September 21, 2020): 265. http://dx.doi.org/10.36941/ajis-2020-0103.
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The purpose of this study was to provide an analytical presentation of the impact of innovative marketing in creating value for Orange Jordan Telecom customers and to identify the extent to which the elements of the innovative marketing mix impact the value creation of the customer. The researchers adopted two sources to collect data for this study: Secondary data, included, references, literature, and relevant periodicals to the study to clarify basic concepts, types, and areas of innovative marketing, and to identify the most important and relevant previous studies to the subject, while the second was a field study included: design and distribution of a questionnaire to collect data from Orange Jordan Telecom Customers'. The questionnaire has been distributed to a random sample of (90) customers who deal with different orange branches for more than three years. Total of (65) valid questionnaires were retrieved and analyzed, with a percentage of (72%). The reliability test ratio of both the independent and dependent variables were (82%). The populations of the study were Orange Jordan Telecom Customers. The main findings of the study were as follows: There is a statistically significant impact of innovative marketing on creating value for Orange Jordan Telecom customers. There is a statistically significant impact of each one of the innovative marketing dimensions (innovation in marketing mix elements: innovation in product, innovation in price, innovation in promotion, and innovation in distribution) on creating value for Orange Jordan Telecom customers.
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Dorogan, Igor A. "Requirements management in the medical building construction." Vestnik MGSU, no. 8 (August 2019): 1046–56. http://dx.doi.org/10.22227/1997-0935.2019.8.1046-1056.
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Introduction: when designing and constructing medical buildings, it is necessary to meet a large number of mandatory requirements established in the normative documents and by the customers. Medical buildings as social facilities should meet high requirements. By their complexity, they are close to industrial facilities. Therefore, there is a necessity to manage a system of such requirements during their construction.
Materials and methods: the definition of requirements is initially given for software development. A requirements management system (RMS) in construction is a part of the project management. It was suggested to use the RMS to improve the organization of medical building construction. Normative documents and the customer’s specification establish the baseline requirements.
Results: the article developed organizational and technological models of different life cycle stages of medical buildings. The models show the interaction of the state customer, technical customer, general designer, contractors, and suppliers of medical equipment. The models include business processes related to requirements management during design, construction, and maintenance. This system contains various requirements for the buildings, references to requirements sources, and results of verification and validation of the requirements. Verification should be carried out by a team of experts at the checkout points appointed by the project manager. At each checkout, the experts check the requirements and record the results in a database. The list of requirements that are not observed at the moment of the checkout is reported to the project manager. The paper provides an example of the RMS for nuclear medicine buildings.
Conclusions: for buildings of medical organizations provided with complex medical equipment, it is necessary to create an RMS for all stages of the life cycle. The developed system of establishment, verification, and implementation of the requirements can significantly improve the quality of design and construction activities, accelerate the process of commissioning, and provide the safety of the facility. Such a system is developed and used for nuclear medicine buildings. The application of it is possible for other medical centers.
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Nugraha, Aa Willy, and Yusuf Abdullah. "Servicescape and Group References in Determining Hedonic Value and Its Implication on Impulsive Buying." AFEBI Management and Business Review 5, no. 2 (December 27, 2020): 59. http://dx.doi.org/10.47312/ambr.v5i2.325.
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Consumer decision in purchasing product generally depend on his/her needs. The impulsive buying as the purchasing activity, in contrast, was based on the emotional encouragement. In the other hand, customer got pleasant experiences after purchasing that product spontaneously. That is a hedonic value which is customer circumstances encouraging buying decision. This study objectives were to know whether the servicescape and reference group could be determinant factors of hedonic value and impulsive buying activity in Plaza Asia Tasikmalaya. This study was quantitative research, a statistical datas based, with survey method approach. The data collected was by fulfiling questionnaire by respondent with convenience sampling technique. This sampling technique is a type of no-probability sampling method which the sample method is taken from a group of people easy to contact or reach. The literature studies also applied to enrich the explanation of the variables analyzed. The sample size was 300 visitors of Plaza Asia Tasikmalaya. The sample size was counted by 15 times of the number of observed variables. Then, the data was analyzed directly and indirectly using the Structural Equation Modeling (SEM) technique. This analysis technique was many advantages, were analyzing not only the latent variables but also its observed variables. The analysis was including normality testing, goodness of fit analysis. The result indicated that the determinant factors of hedonic value included servicescape and reference group were affected it signicifantly and had implication on impulse buying. Thus, the hedonic value of consumer in buying product in Plazaz Asia was affected partially and simultaniously by servicescape and reference group.
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Harwati and Intan Utami. "Quantitative analytical hierarchy process to marketing store location selection." MATEC Web of Conferences 154 (2018): 01075. http://dx.doi.org/10.1051/matecconf/201815401075.
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The selection of Store to market the product is belong to Multi Criteria Decision Making problem. The criteria used have conflict of interest with each other to produce an optimal location. This research uses four important criteria to select new location of marketing store appropriate with the references: distance to location, competition level with competitor, number of potential customer, and location rent cost. Quantitative data is used to determine the optimum location with AHP method. Quantitative data are preferred to avoid inconsistency when using expert opinion. The AHP result optimum location among three alternatives places.
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Wafi. "Pengaruh Promo Harga Murah terhadap Loyalitas Konsumen dalam Perspektif Islam." Jurnal Al-Hikmah 19, no. 01 (April 1, 2021): 51–64. http://dx.doi.org/10.35719/alhikmah.v19i01.43.
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Promotional activities are actually a manifestation of the informative function so that with the promotion it is hoped that there will be reactions from customers, both actual and potential that appear in various forms. These forms of customer are ranging from the ones who grow aware of knowing the existence of the product to the ones that actually use it. In this study, it will be discussed deeper about the effect of promotion on consumers' loyalty by knowing the definitions and indicators of promotion as well as indicators of loyalty as a benchmark. This study employed descriptive qualitative methods. The data obtained in this study are primary data, which are taken from books and journals, while the secondary data are obtained from websites. The data obtained by means of observation or looking for direct references can also be the research validity of the data. Promotion is defined as a way of communication from marketers who inform, persuade, and remind potential buyers to respond to a product in order to influence their opinion in buying the product. Prus and Brandt (1995) stated that customers' loyalty can be displayed through their attitudes and behavior. These attitudes include the intention to repurchase or purchase other products from the company, the intention to recommend and the immunity against competitors.
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Karpovičiūtė, Roberta, and Jolanta Sabaitytė. "DIDŽIŲJŲ DUOMENŲ PANAUDOJIMAS SOCIALINĖJE MEDIJOJE / THE BIG DATA USE IN SOCIAL MEDIA." Mokslas - Lietuvos ateitis 11 (June 14, 2019): 1–13. http://dx.doi.org/10.3846/mla.2019.9585.
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The digital revolution and the communication platforms provided by the web 2.0 virtual space era, such as social media, social networks, other tools and channels, create new opportunities for better marketing decisions based on user-generated data analysis. Every day customers of social media and other virtual tools are creating huge amounts of their actions caused data, and business lack management tools for the support of this process, which could create knowledge in the area of customer profiles and preferences deeper cognition. Growing numbers of social media users indicate the popularity of these communication tools among the information society, but science today lacks a deeper knowledge of social media generated data and other algorithms for this data usage. Therefore, the purpose of the article is defined as the development of the conceptual model of big data generated by social media usage in business. The formation of the conceptual model is based on the analysis of big data assumptions and application possibilities, social media classification peculiarities and different channel specifics, identification of big data analysis methods and analysis of large data applications generated by social media. The conceptual model creates preconditions for deeper knowledge of user-generated big data in nowadays widely used communication platforms, as well as creation of the decision support tool for marketing specialists in order to use big data from social media in deeper customer profile and preferences cognition. Methods employed in this research are: literature and other references analysis, synthesis and logical analysis of information, comparison of information, systemization and visualization.
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Chigora, Farai, and Chipo Katsande. "Attributes, Benefits and Attitudes: Construct of Zimbabwe Tourism Brand Association Amid Covid-19 Pandemic." International Journal of Business, Management and Economics 2, no. 3 (September 1, 2021): 169–83. http://dx.doi.org/10.47747/ijbme.v2i3.317.
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The study investigated the factors reflecting and building positive brand association for Zimbabwe tourism destination into the resurgent of COVID-19 pandemic. The focus was on three primary sources of brand association comprising attributes, benefits, and attitudes, which were then assessed to come with the most dominant element(s) for restoring a positive global image. A mixed sequential qualitative to quantitative research design was applied for the study. Qualitative research established sources for the brand association as themes that are acknowledged to be prevailing in Zimbabwe tourism destinations. This was achieved through in-depth interviews with participants who were purposively selected for the study. Further quantitative research was done to understand the most dominant factors for brand association and categorize them as attributes, benefits or attitudes. Results from qualitative research informed the themes for a brand association: perception by the origin of the tourist; references from others; the hospitality of tourism providers; media reports; existing natural resources; accessibility; cultural originality; government policies; and adventure. Quantitative results showed that perception by the origin of the tourist, references from others, the hospitality of tourism providers, media reports, natural resources and accessibility were the most dominating sources of brand association. To conclude, the study brand attitude was discovered as most effective in constructing a lasting association amid and beyond the COVID-19 pandemic. The study recommended innovative partnerships with global tourism agents in various target markets, intensive training of operators and employees in customer care, refurbishing tourism facilities, maximizing E-friendly customer care systems, and maintaining original aesthetic nature.
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Chen, Su-Chang, Kuo Cheng Chung, and Ming Yueh Tsai. "How to Achieve Sustainable Development of Mobile Payment through Customer Satisfaction—The SOR Model." Sustainability 11, no. 22 (November 11, 2019): 6314. http://dx.doi.org/10.3390/su11226314.
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In recent years, due to smartphones being more popular and the wireless network infrastructure improving, individuals are no longer constrained by the workflow on personal computers. Therefore, business operators are constantly launching new mobile application services for everyday life. This study mainly explores how mobile payment adopts the determinants, and adds utilitarian value, hedonic value and salesperson performance as antecedences to understand whether utilitarian value, hedonic value and salesperson behavior can affect satisfaction through determinants, as well as to understand consumers’ mobile payment usage intention through the stimulus-response model. The research objectives of this study are mainly mobile payment users in Taiwan. 425 valid questionnaires were received. This study uses a structural equation model to analyze the data. This study’s results indicate that utilitarian value, hedonic value and salesperson selling behaviors positively affects customers’ satisfaction, which customers’ satisfaction positively affects mobile payment usage intention. The research results could provide mobile payment operators with references in the design and implementation of the mobile payment and application process, thereby accelerating the popularization of mobile payment.
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Sampson, Scott E., and R. Bruce Money. "Modes of customer co-production for international service offerings." Journal of Service Management 26, no. 4 (August 17, 2015): 625–47. http://dx.doi.org/10.1108/josm-01-2015-0033.
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Purpose – Much has been written about the manifestations and managerial implications of customer co-production in service offerings. However, there have been relatively few references to issues of co-production in international service environments. Co-production is very relevant in international environments because of the requirements for interaction between producers and consumers, which interaction spans international borders and national cultures. The purpose of this paper is to apply an established theory of co-production, the Unified Service Theory (UST), to the international service context. This provides the authors with structured models for conceptualizing the co-productive nature of international service offerings and assessing-related managerial implications. Design/methodology/approach – The UST provides a model of co-productive service delivery. Extending that model, the authors develop a taxonomy of international service based on the “four modes of service supply” provided in the General Agreement on Trade and Services instituted by the World Trade Organization (WTO). Then, using data from the WTO and World Bank, the authors propose and test six hypotheses for predicting service exporting focus corresponding to the co-production taxonomy. Findings – Based on the analysis of empirical data, the authors find more service exporting focus in small, growing, high-wage economies that have a significant service base and focus in merchandise exporting. The strength of these effects differs for different modes of service supply. Research limitations/implications – The authors also discuss cultural issues of international service, but the empirical analysis of culture effects is thus far inconclusive. Also, the analysis is limited to modeling and studying dyadic relationships, i.e., service providers in one country involved in an interchange with customers in another country. A natural extension would be to consider triads and more complex networks of co-productive service offerings. Practical implications – This research shows how managerial implication of the UST can be extended to international service contexts. The authors review managerial implications pertaining to meeting variable demand, describing service characteristics, and pricing. Originality/value – Co-production research is well-established in service management literature. This paper extends that research to international contexts by describing the WTO taxonomy in terms of the UST. This allows the authors to apply various insights of co-production to international service offerings.
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Dore, Margherita. "Intertextuality and failed taboo humour in advertising." European Journal of Humour Research 8, no. 3 (October 12, 2020): 99. http://dx.doi.org/10.7592/ejhr2020.8.3.dore.
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Humour is often exploited in advertising to enhance the positive image of a brand or corporate company, as well as to promote products or services. Advertisers seek the involvement of the audience via covert or overt references that, in their opinion, may trigger humour and, hypothetically, result in a positive customer response. However, using intertextual humour in advertising can sometimes be risky because, even though the ideal interlocutor is supposed to be familiar with the humorous reference the author alludes to, the latter can never be certain of whether it will be favourably received. The matter is further complicated if the advert relies on references that play on taboo or transgressive topics, which some may find humorous while others will consider distasteful. After all, humour is a phenomenon that varies according to individual cultures and historical time, as well as in terms of how it is perceived and whether it is appreciated. In this context, this study focuses on the use of intertextual taboo humour in adverts and campaigns that exploit both verbal and non-verbal texts. It particularly explores the reasons for the target clientele’s reaction, which has had a boomerang effect on the brand and company itself. The suggested hypothesis is that the simultaneous exploitation of verbal and non-verbal intertextual references (consciously or unconsciously) activates multiple targets and scripts that cause the intended humour to fail in its scope.
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Lin, Shu Ping, Chia Yen Hsieh, and Thao Minh Ho. "Innovative Healthcare Cloud Service Model." Applied Mechanics and Materials 543-547 (March 2014): 4511–13. http://dx.doi.org/10.4028/www.scientific.net/amm.543-547.4511.
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This study aims to discuss the determinants influencing users intention behavior toward Healthcare Cloud Services (HCS) by integrating Health Belief Model (HBF), Technology Acceptance Model (TAM), Innovation Diffusion Theory (IDT), and Information System Success (ISS). Structural Equation Model is used for data analysis. The results reveal that perceived ease of use plays the most critical role on users intention behavior, followed by pleasure and perceived barriers, implying it is essential for medical institutions to strengthen users intention behavior by advocating the cloud service benefits and operating convenience. The findings hope to provide future research and managers with helpful references of customer needs and guidelines for enhancing healthcare quality in order to achieve better development and competitiveness.
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Thi Duc Nguyen, Nguyen, Tran Thi Huong Giang, and Ngo Kim Hao. "Leanness assessment: a study on JVN company." Science & Technology Development Journal - Economics - Law and Management 3, SI (April 11, 2020): First. http://dx.doi.org/10.32508/stdjelm.v3isi.612.
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This study focuses on reviewing, analyzing, comparing lean assessment methods/tools from previous researches, and selecting an appropriate method/tool, and then applying the selected one to evaluate the leanness level in the specific company. Literature review and case study research at JVN-Company are conducted in this study. The result finds that: (a) LAT developed by Pakdil & Leonard (2014) is the effective tool to measure efforts in implementing Lean and identify wastes from Lean perspective within an enterprise; and (b) By applying LAT to assess the leanness level at JVN company, the results show that JVN company has achieved the leanness level at 68,58%; while Customer dimension has the highest LAT score showing that JVN has high customer satisfaction and loyalty. However, the delivery dimension, particularly late delivery, is in special need of improvement in comparison with other dimensions. Accordingly, a few proposals have been recommended for JVN to consider and adopt the appropriate ones to improve its performance. Overall, the results of this study provide helpful references for manufacturing companies in Vietnam to self–assess their leanness comprehensively, thereby developing the proper and effective roadmap for Lean transformation.
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Alessandra Gaffuri, Bruna, José Carlos Rehme, and Stéphanie Ferrari Teixeira. "DIRETRIZES PARA GERENCIAMENTO DOS REQUISITOS DO CLIENTE E AGREGAÇÃO DE VALOR AO PROCESSO DE PROJETO." Colloquium Socialis 2, no. 1 (March 1, 2018): 39–44. http://dx.doi.org/10.5747/cs.2018.v02.n1.s026.
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The search for value generation has recently increased in the construction industryin the past decades. However,somedifficulties in capturing end-customer requirements, controlling the flow of information, and optimizing project development phases prevent a product development process from receiving greater value aggregation. The present research aims topropose a set ofstandards for the management of these steps.In this way, a case study wasdeveloped in a small architecture office inArapongas -PR, through the mapping of the project process. After a survey of the positive actions andlags of the current managementthe processesof the microenterprise weremodeledthrough an organizational software andthe information obtained was then contrasted by means oftheoretical references. This study enableda final set of guidelines to reduce management errors and sequence of activities to a minimum.
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Saeful Nurochim, Nur Rahman As’ad, and Asep Nana Rukmana. "Perancangan Produk Waistbag dengan Menggunakan Metode Quality Function Deployment (QFD)." Jurnal Riset Teknik Industri 1, no. 1 (July 6, 2021): 1–13. http://dx.doi.org/10.29313/jrti.v1i1.91.
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Abstract. Product design is a stage in the process of making products based on certain shapes, sizes, and colors. Industrial Home industry is a company engaged in the bag manufacturing industry that has its own product brand, Kaboa. The problem with this is that Kaboa waistbag products have experienced a decline in sales by the significance associated with several problems, namely (1) There are no new models or innovations in Kaboa waistbag products, (2). The objectives of this study are (1) To identify the needs and demands of customers who are priorities and prove to be a variable in the quality of waistbag product designs, (2) Make waistbag product designs according to customer desires and needs to be able to meet customer demand and search. In this study, the method used to develop and request waistbag products to suit customer needs is the Quality Function Deployment (QFD) method. The parameters used in the Kaboa waistbag product design process are 13 quality variables used as references. The best alternative product design options are products made from condura fabric with the cheapest production costs, good quality, strong and durable, with patterned colors according to the consumer and the company's target market with the company's ability.
Abstrak. Perancangan produk merupakan tahapan dalam proses menciptakan sebuah produk berdasarkan model bentuk, ukuran, dan warna tertentu. Home industri Kindustries merupakan perusahaan yang bergerak dibidang industri pembuatan tas yang memiliki brand produk sendiri yaitu Kaboa. Permasalahan yang dihadapi adalah produk waistbag Kaboa telah mengalami penurunan penjualan secara signifikan yang disebabkan beberapa permasalahan yaitu (1) Belum banyaknya model atau inovasi baru pada produk waistbag Kaboa, (2) Pangsa pasar sempit yang hanya di fokuskan kepada kalangan orang yang senang melakukan kegiatan outdoor. Tujuan pada penelitian ini adalah (1) Mengidentifikasi kebutuhan dan keinginan pelanggan yang menjadi prioritas dan menerjemahkannya menjadi variabel kualitas rancangan produk waistbag, (2) Membuat usulan rancangan produk waistbag sesuai keinginan dan kebutuhan pelanggan untuk dapat memenuhi kebutuhan pelanggan dan upaya memperluas pasar untuk meningkatkan penjualan. Dalam penelitian ini, metode yang digunakan untuk mengembangkan dan merancang produk waistbag agar sesuai kebutuhan dengan keinginan pelanggan adalah metode Quality Function Deployment (QFD). Parameter yang digunakan dalam proses desain produk waistbag yaitu berupa 13 variabel kualitas yang digunakan sebagai acuan. Alternatif desain produk pilihan terbaik rancangan produk berbahan kain condura dengan biaya produksi paling murah, berkualitas baik, kuat dan tahan lama, dengan warna bermotif sesuai penilaian konsumen dan target pasar perusahaan serta kemampuan perusahaan.
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Arnomo, Ilham. "Authentication Comparison of Telecommunications Technology Using A3, A8, A5 and Rijndael Algorithms." Jurnal INFORM 3, no. 2 (October 3, 2018): 74. http://dx.doi.org/10.25139/inform.v3i2.1031.
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The purpose of the research is to analyze the comparison of technology, network and security aspect between CDMA and GSM (Global System for Car communication). Using a comparative analysis research method between CDMA and GSM technologies that includes comparisons of network, technology, and security aspects. Using references from previous research on cellular telecommunications, the introduction of CDMA and GSM technologies to aspects of technology, networking and security. The results show that the technological aspect, CDMA used advanced spectrum technology that can provide superior sound quality and GSM uses a spectrum division technology that makes communication constant. From the network aspect, CDMA used direct-spreading spectrum (DS-CDMA) and GSM network is divided into three main systems: switching system (SS), base station system (BSS), and operating system and support (OSS). As well as security aspects, the GSM uses A3 and A8 algorithms for authentication and A5 algorithms were used in the process of sending information.But the security system using this algorithm, found weaknesses that allow data tapping or customer identity fraud. While CDMA offers aspects of network security by developing encryption algorithms.For encryption techniques used Rijndael algorithm is safe and very fast. A3 and A8 algorithms can recognize the customer's identity well, and the A5 algorithm can transmit the accuracy of information between MS and BTS.
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Harkison, Tracy. "Acccommodating co-creation in a hotel experience." Hospitality Insights 1, no. 1 (October 20, 2017): 3–4. http://dx.doi.org/10.24135/hi.v1i1.5.
Full textAbstract:
The co-creation process within the New Zealand luxury accommodation sector has, until recently, been under researched. However, in 2016, a doctoral thesis was completed [1] with the key question, ‘how is the luxury accommodation experience created?’ Following an interpretivist paradigm, data were collected that included 81 interviews (of 27 guests, 27 employees and 27 managers) within six luxury properties (three luxury hotels and three luxury lodges) which were selected via purposive sampling.
Drawing from the findings of the thesis, this article aims to show that co-creation is a valuable tool for hoteliers. Co-creation is about customers creating value for themselves through an interactive relationship with a company. The hospitality industry is a complete veteran at this; for example, the use of à-la-carte menus, whereby a customer has the ability to compose a meal that has value specifically for them. The possible scope of the co-creation process, beyond à-la-carte menus, is now being recognised by the luxury accommodation sector.
Co-creation can be described as a joint process that involves a customer and an organisation resulting in an output of value [2]. Co-creation permits and indeed encourages a more active involvement from the customer [1], and is important to organisations as it can ensure that any personal interaction that their customers have adds value to their experience [3]. If co-creation is used to its full potential, it can give an organisation a competitive advantage due to increased customer satisfaction resulting in a positive impact on customer loyalty [4]. Co-creation can also provide continual feedback for improving existing services, presenting a business with constant opportunities to increase their revenue and success [5].
In summary, the main finding of the doctoral research was the consensus among guests, employees and managers that the luxury accommodation experience is materialised through a process of co-creation, involving the many different forms of interaction happening between guests, employees and managers, as well as with external contributors outside of the properties [1].
The practical implications of co-creation cannot be determined without luxury properties first identifying what makes their accommodation a luxury experience. When this has been defined, more interaction between guests, employees and managers should be encouraged to ensure that this particular brand of luxury accommodation experience is created. This could include having staff members dedicated to interacting with guests, and having certain ‘touch points’ throughout the guests’ stay that ensure the type and the amount of engagement that is required happens. External co-creation should also be encouraged; for example, staff visiting the local producers of food and wine, which in turn would enable them to talk more informatively to guests about these products when they are interacting with them during their stay. Another example would be to build relationships with external agents who offer activities to the guests, to enable the continuation of the experience when guests are away from the property.
Luxury properties also need to apply co-creation strategies that would enable guests to innovate new products and services. One such strategy is in the form of a digital customer relationship management tool; an example of this being HGRM – Happy Guest Relationship Management, although this technology is still quite innovative. Hotels and lodges need to make sure that they are using Web 2.0 applications such as videos, blogs, fora, wiki, podcasts, chat rooms, YouTube, Twitter and Facebook to encourage communication and social interaction, which is the customer engagement that enables co-creation.
For any business that is involved in customer experience, especially hospitality, there is every good reason to go down the route of co-creation, especially when it can give that business a competitive advantage.
If you would like to read the PhD thesis this research is based on you can access it here: http://aut.researchgateway.ac.nz/bitstream/handle/10292/9925/HarkisonT.pdf?sequence=3
Corresponding author
Tracy is a Senior Lecturer in Hospitality at Auckland University of Technology, New Zealand. Her research passions are hospitality education and the co-creation of luxury accommodation experiences. This has resulted in the completion of her PhD thesis on how the luxury accommodation experience is created.
Tracy Harkison can be contacted at: tracy.harkison@aut.ac.nz
References
(1) Harkison, T. How is the Luxury Accommodation Experience Created? Case Studies from New Zealand; Ph.D. Thesis, Auckland University of Technology, 2016.
(2) Prahalad, C. K.; Ramaswamy, V. Co-creation Experiences: The Next Practice in Value Creation. Journal of Interactive Marketing 2004, 18(3), 5–14. https://doi.org/10.1002/dir.20015
(3) Chathoth, P. K.; Ungson, G. R.; Harrington, R. J.; Chan, E. S. Co-creation and Higher Order Customer Engagement in Hospitality and Tourism Services: A Critical Review. International Journal of Contemporary Hospitality Management 2016, 28(2), 222–245.
(4) Oyner, O.; Korelina, A. The Influence of Customer Engagement in Value Co-creation on Customer Satisfaction: Searching for New Forms of Co-creation in the Russian Hotel Industry. Worldwide Hospitality and Tourism Themes 2016, 8(3), 327–345.
(5) Thomas, A. K.; James, P. S.; Vivek, N. Co-creating Luxury Hotel Services: A Framework Development. Life Sciences Journal 2013, 10(7s), 1005–1012. http://www.lifesciencesite.com 162