Academic literature on the topic 'Customer-related quality'
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Journal articles on the topic "Customer-related quality"
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Sariningrum, Linda, and Moch Zulfa. "BUILDING CUSTOMER LOYALTY ON CUSTOMER BANKING." International Journal of Islamic Business Ethics 2, no. 3 (2017): 26. http://dx.doi.org/10.30659/ijibe.2.3.26-40.
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The primary purpose of this research is to investigate and examine the effect of Shared Value Quality and Communication Quality on Customer Loyalty through Trust, and to propose an empirical model to investigate such relationships. A total of 100 customers of Syari�ah BNI Bank of Semarang completed questionnaires on Shared Value Quality, Communication Quality, Trust, and Customer Loyalty. Results from SmartPLS 3.0 based on structural equation modeling confirmed that Shared Value Quality and Communication Quality were positively related to Trust and Customer Loyalty; furthermore Trust was related to Customer Loyalty.Keywords : Shared Value Quality, Communication Quality, Trust,Customer Loyalty
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Sunaryo, Indryati. "EFFECTS OF FOOD QUALITY, SERVICE QUALITY, PRICE, ENVIRONMENT, AND LOCATION TOWARDS CUSTOMER LOYALTY OF INDONESIA’S LOCAL FAST FOOD INDUSTRY." J@ti Undip : Jurnal Teknik Industri 14, no. 3 (2019): 119. http://dx.doi.org/10.14710/jati.14.3.119-128.
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This study aims to measure and analyze the effect of several restaurant-related quality attributes toward customer loyalty with a mediating effect from customer satisfaction in the local fast-food industry in Indonesia. The nature of local fast-food industry is different compared to its global counterpart, so a new perspective has to be taken into account. Based on literature review of previous studies, the quality attributes that are selected for this study are food quality, service quality, environment, price, and location. Data in this study were collected from the responses of 461 participants and analyzed using Structural Equation Model (SEM). The SEM result shows that only price and location significantly affect customer loyalty through customer satisfaction. When customer satisfaction is removed and restaurant-related quality attributes is directly tested towards customer loyalty, only price and food quality significantly affect customer loyalty. Both with and without mediating effect from customer satisfaction, price keeps influencing customer loyalty. This result is against the majority of fast-food customer loyalty studies which usually emphasize on food or service quality as the main factor that influences customer loyalty and customer satisfaction.
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Vun, Albert Chong Yan, Amran Harun, Jaratin Lily, and Charlie Albert Lasuin. "Service Quality and Customer Loyalty." International Journal of Online Marketing 3, no. 2 (2013): 1–19. http://dx.doi.org/10.4018/ijom.2013040101.
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The study of e-consumer behavior is getting more attention in e-commerce related literature. Acknowledging the importance of e-commerce, this study aims to investigate the influence of e-service quality dimensions (efficiency, requirement fulfilment, accessibility, privacy and responsiveness) on customer satisfaction and customer loyalty as well as to understand the mediating effect of customer satisfaction on e-service quality and customer loyalty. The study employed survey strategy using a self-administered questionnaire with professionals working in different industries and business settings located in Sabah, Malaysia. Study results indicated that out of five e- service quality dimensions, efficiency, accessibility, privacy and responsiveness are positively affecting customer satisfaction but in contrast accessibility had insignificant impact on customer satisfaction. Meanwhile, efficiency, accessibility and responsiveness were found to have a positive and significant relationship with customer loyalty. The findings of hierarchical regression indicated that customer satisfaction partially mediated the effects of efficiency, privacy and responsiveness on customer loyalty. Based on these findings, the study implications and suggestions regarding future research are discussed.
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Masri, Ni Wayan, Jun-Jer You, Athapol Ruangkanjanases, Shih-Chih Chen, and Chia-I. Pan. "Assessing the Effects of Information System Quality and Relationship Quality on Continuance Intention in E-Tourism." International Journal of Environmental Research and Public Health 17, no. 1 (2019): 174. http://dx.doi.org/10.3390/ijerph17010174.
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The advance of electronic commerce has resulted in successful e-travel services. Through the development of e-travel information, consumers can plan their trip without time and space limitations. This study proposes a model regarding the formation of the relationship quality (customer satisfaction and trust), information system quality, perceived value, and customers’ intention to continue in the e-tourism environment. The study is based on 351 e-travel users in Taiwan. The result shows that customer satisfaction has a positive effect on continuance intention. Information system quality has a positive relationship with customer satisfaction, trust, and customer continuance intention. Furthermore, the perceived value has an effect on customer satisfaction and trust. However, the perceived value is partially related to customer continuance intention through customer satisfaction. The managerial implications of this study are discussed.
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Suja, Suresh, and Krishnaveni Muthiah Dr. "Relationship of Customer Experience with Product-related and Market-related factors in Food Retailing Outlets." RESEARCH REVIEW International Journal of Multidisciplinary 03, no. 09 (2018): 70–74. https://doi.org/10.5281/zenodo.1409147.
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Customer experience is significant for every retailer as the strength of their business is dependent on the experiences provided for the customers. Experiences are unique as it varies from customer to customer, so the retailers are supposed to understand the nature of the experiences met by their customers. The article is focusing on the relationship of customer experience with product-related and market-related factors at food retailing outlets. The results have highlighted quality, price and assortment as important product-related factors and atmosphere, convenience and fast check-out as important market-related factors in influencing the customer experiences.
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MORAIS, F. L., and D. T. A. DIAS. "SATISFACTION SURVEY-RELATED QUALITY CALL CENTER UNDER OPTICS INTERNAL CUSTOMER." Revista Gestão, Inovação e Tecnologias 3, no. 4 (2013): 180–99. http://dx.doi.org/10.7198/s2237-0722201300040013.
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Moo-Hyun Park. "Relationships among Quality Related Activities, Customer Satisfaction and Firms’ Performance." Tax Accounting Research ll, no. 40 (2014): 41–56. http://dx.doi.org/10.35349/tar.2014..40.003.
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Кожушко, Н. С., М. М. Сахошко, С. І. Бердін, М. Г. Баштовий, and Д. В. Смілик. "Customer-related quality of perspective potato hybrids (Solanum tuberosum L.)." Plant varieties studying and protection 16, no. 2 (2020): 173–81. http://dx.doi.org/10.21498/2518-1017.16.2.2020.209235.
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Kozhushko, N. S., M. M. Sakhoshko, S. I. Berdin, M. H. Bashtovyi, and D.V. Smilik. "CUSTOMER-RELATED QUALITY OF PERSPECTIVE POTATO HYBRIDS (SOLANUM TUBEROSUM L.)." Plant varieties studying and protection 16, no. 2 (2020): 173–81. https://doi.org/10.21498/2518-1017.16.2.2020.209235.
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<strong>Purpose.</strong> Based on the study of consumer qualities of perspective potato hybrids (<em>Solanum tuberosum</em> L.) the ones with a high degree of differentiation depending on the biochemical composition of tubers and culinary-consumer type were identified. <strong>Methods.</strong> Field (phenology); laboratory (biochemical, technological); mathematical and statistical (linear correlation, regression). <strong>Results.</strong> Consumer qualities and patterns of their formation under the influence of the biochemical composition of tubers were studied. Excellent taste was determined in <em>mid</em><em>-</em><em>early</em> (‘203.703-3’, ‘205.781-9’), mid-season (‘205.786-72’, ‘205. 798-15’) hybrids. High cooking quality of the tubers was detected in early-season hybrids (‘99.523-15’, ‘205.791-3’, ‘205.785-25’, ‘205.792-205’). Soft crispy texture was detected in mid-early (‘205.776-25’, ‘99.546-3’) and mid-season (‘205.782-24’, ‘205.786-72’, ‘205.798-43’) hybrids. The mid-early hybrid '205.780-8' contained high levels of starch. In terms of resistance to browning, three early-season (‘99.517-39’, ‘203.703-2’, ‘205.785-25’) and two mid-season hybrids (‘205.781-9’, ‘205.788-3’) were selected. It is proved, that the taste development depended on the starch content (r=0,657), proportion of starch/protein (r=0,470) and sugars accumulation (r= -450). The positive dependence of the cooking quality of the tubers on their starchiness (r=0,945), proportion of starch and protein (r=0,900) was detected. The influence of proportion of starch/protein over the texture of the tubers (r=0,877) and starch content (r=0,868) was established. Mealiness depended on sugars (r= -0,494) and starch content (r=0,474), resistance to browning – on tyrosine content in protein (r=-0,873) and free tyrosine content (r= - 0,824). In terms of culinary and consumer type of food (table) potatoes, eight hybrids were rated as type B, five and five hybrids belonged to types A and C respectively, and three hybrids belonged to type D. <strong>Conclusions</strong>. The selected, as for the high level of culinary quality indicators, hybrids can be recommended as valuable output material for practical plant breeding. Determination of biological interrelation of potato culinary quality indicators and biochemical composition of their tubers allowed to develop mathematical simulations to predict taste and texture, and it practically relieved from boiling and subjective evaluation by organoleptic method of tasting results. Systematization of culinary and consumer type food (table) potatoes can be a subject matter in the course of state variety testing.
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A.L. Abdul Rahuman, A.R. Mohamed Akram, and M.Siraji. "Service Quality and Customer Satisfaction: Evidence From State Commercial Banks in Ampara District." Daengku: Journal of Humanities and Social Sciences Innovation 2, no. 1 (2022): 9–18. http://dx.doi.org/10.35877/454ri.daengku675.
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The banking industry plays a crucial role in the industry and economic growth of a country. The products and services offered by banks are significant to attain a competitive edge. The research study empirically finds the effects of service quality dimensions in improving the customer satisfaction of state commercial banks in the Ampara district quantitatively by using a deductive approach. The present study focuses on the factors determining service quality and customer satisfaction. Data was collected from 275 customers from the Ampara district. The conceptual model was formed and categorized under human-related factors, non- human-related factors. Accordingly, hypotheses were formed to examine the relationship that exists between service quality and customer satisfaction. The research study empirically found that there is a positive relationship exist between service quality and customer satisfaction while human-related factors have a great impact on customer satisfaction than non- human-related factors. Reliability and Assurance are the most influential determinants of customer satisfaction in-state commercial banking industry. The findings and managerial implications were suggested to state commercial banks to invest more efforts towards human-related factors than non-human related factors to uplift their service quality to attract and retain their valuable customers.
Dissertations / Theses on the topic "Customer-related quality"
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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.
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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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Rangavajjula, Santosh Bharadwaj. "Design of information tree for support related queries: Axis Communications AB : An exploratory research study in debug suggestions with machine learning at Axis Communications, Lund." Thesis, Blekinge Tekniska Högskola, Institutionen för datalogi och datorsystemteknik, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-16826.
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Context: In today's world, we have access to so much data than at any time in the past with more and more data coming from smartphones, sensors networks, and business processes. But, most of this data is meaningless, if it's not properly formatted and utilized. Traditionally, in service support teams, issues raised by customers are processed locally, made reports and sent over in the support line for resolution. The resolution of the issue then depends on the expertise of the technicians or developers and their experience in handling similar issues which limits the size, speed, and scale of the problems that can be resolved. One solution to this problem is to make relevant information tailored to the issue under investigation to be easily available. Objectives: The focus of the thesis is to improve turn around time of customer queries using recommendations and evaluate by defining metrics in comparison to existing workflow. As Artificial Intelligence applications can have a broad spectrum, we confine the scope with a relevance in software service and Issue Tracking Systems. Software support is a complicated process as it involves various stakeholders with conflicting interests. During the course of this literary work, we are primarily interested in evaluating different AI solutions specifically in the customer support space customize and compare them. Methods: The following thesis work has been carried out by making controlled experiments using different datasets and Machine learning models. Results: We classified Axis data and Bugzilla (eclipse) using Decision Trees, K Nearest Neighbors, Neural Networks, Naive Bayes and evaluated them using precision, recall rate, and F-score. K Nearest Neighbors was having precision 0.11, recall rate 0.11, Decision Trees had precision 0.11, recall rate 0.11, Neural Networks had precision 0.13, recall rate 0.11 and Naive Bayes had precision 0.05, recall rate 0.11. The result shows too many false positives and true negatives for being able to recommend. Conclusions: In this Thesis work, we have gone through 33 research articles and synthesized them. Existing systems in place and the current state of the art is described. A debug suggestion tool was developed in python with SKlearn. Experiments with different Machine Learning models are run on the tool and highest 0.13 (precision), 0.10 (f-score), 0.11 (recall) are observed with MLP Classification Neural Network.
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Yang, Yi-Fang, and 楊義芳. "THE STUDY OF ENTERPRISE, CUSTOMER BENEFITS RELATED TO QUALITY MANAGEMENT PERFORMANCE." Thesis, 2002. http://ndltd.ncl.edu.tw/handle/54773466342792205787.
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碩士<br>元智大學<br>管理研究所<br>91<br>ABSTRACT
Customer satisfaction is a growing concern to many leading companies throughout the world. More and more firms use satisfaction rating as an indicator of the performance of products and service and as an firms are now promoting strategies for customer satisfaction instead of some form of market share strategy. This shift in strategic thinking is based on the assumption that customer satisfaction is the best indicator for the company’s future as a high level of customer satisfaction leads to a high level of customer loyalty. Therefore, The enterprise will get the maximal benefits from customer.
A two-part investigation of service quality is made to explore perspectives by which consumers evaluate the quality of service. First, attributes constituting quality are determined for several representative mass-market service, and a survey is made of consumer expectations for quality improvement. Using factor analysis, consumer evaluation factors for service are derived and examined across service categories. Next. an investigation is made of the applicability of a two-way model of quality for the same service quality attributes. Using the results of a second survey, the attributes are categorized according to their level of fulfillment and the resultant consumer satisfaction or dissatisfaction. Implications for quality planning and assurance activities are also discussed.
Studies on the definition of quality attributes and it’s evaluation are valuable in providing conceptual guidelines for quality planning and assurance activities. The authors propose a methodology. based on Kano’s model of customer satisfaction, to explore customers’ stated needs and unstated desire and to resolve them into different categories which have different impact on customer satisfaction. It is shown this categorization can be used as a basis for product development, especially for quality function deployment.
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Wun-Wun, Chiu, and 邱雯雯. "Research on Grafting Eyelashes Related to Service Quality, Customer Satisfaction and Loyalty." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/km9e8u.
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碩士<br>東方設計大學<br>時尚美妝設計系<br>107<br>Eyes ,described as windows to the soul for ages, are the center of focus in visual contact. Eyelashes play crucial role when it comes to showing the beauty of eyes. They enlarge and outline the eyes and thus increase one’s confidence and boost the beauty. The history of mascara can be date back to 2000 B.C. in ancient Egypt. Even Cleopatra wore them regularly during her time.The lash extensions business in Taiwan gradually gains its way into people’s daily expense as the standard of living rises. By conducting customer satisfaction survey on eyelash extension, studying existing literature, and finding out customers’ spending habits and prefernences, this study aims to help understanding the strengths and shortcomings of current lash extension business.
This study looks into the relationship between quality of service, customers’ satisfaction and customers’loyalty, by conducting 300 questionnaires, 254 of which are valid. Result shows no significant difference between domographic segmentations(age, marriage status, level fo education, monthly income, consumer choice). Therefore, scheffe's method of multiple comparison took place using occupation and consumption motives as variables, which leads into fruitful findings. The result of this study will serve as a reference for lash business holders, customers, workers later on.
Conclusion: 1.partial domographic segmentations show enormous defferences. 2. customers’ satisfaction plays a key role when it comes to quality of service. 3. customers’ satisfaction effects customers’loyalty significantly. 4.In the indirect effect, quality of service serve as completed media on customers’loyalty and customer satisfaction.
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Cheng, Hui-Hung, and 鄭惠紅. "The Impacts of Customer-Related CSR and Service Quality on Customer Loyalty--The Moderating Effects of Customer's Attributions." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/kdnbam.
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碩士<br>國立交通大學<br>經營管理研究所<br>98<br>Despite there is an increasing emphasis on CSR in the marketplace, little is known about the effects of a company’s CSR actions on customer loyalty. Previous researches indicate that there are several factors influence customer loyalty, such as service quality, customer satisfaction, and customer trust. Based on previous studies, this study argues that a firm’s customer loyalty are determined by both of consumer satisfaction and customer’s trust in management practices and policies, which are further predicted by a firm’s key business practices for customer-related CSR and service quality. Besides, the moderating effects of customer’s different attributions to a firm’s CSR initiatives on the causal relationships proposed in this study are also examined.
The proposed model is to be empirically examined by the data collected from the convenience store industry. In Taiwan, convenience stores open 24 hours a day and 7 days a week, and offer many products and services for daily use to customers quickly. Thus, convenience store is indispensable to everyone’s daily life in Taiwan. With about 8,400 stores, the market share of the top three convenience stores is more than 90% (7-11, FamilyMart, Hi-Life). Moreover, due to customers patronize convenience stores frequently, these convenience stores can play a good platform role to promote CSR activities and concept to these customers. That is why this study chooses convenience stores as the study target. There were 309 valid questionnaires collected by quota-sampling for analysis after deleting invalid questionnaires.
According to Anderson and Gerbing (1988), a two-step approach was adopted to examine the causal relationships. In addition, chi-square difference tests were used to test the moderating effects of customer’s attributions on the proposed causal relationships. In this study, the results indicate that the convenience store’s key business practices for customer-related CSR and service quality have positive effects on customer satisfaction and customer’s trust in MPPs, which in turn have positive effects on customer loyalty. In addition, the results indicate that only three of four attribution types have moderating impacts on the proposed model: customer’s benevolence attribution, stakeholder attribution, and egoistic attribution obtain partial supports.
For practical managers, despite that the convenience stores do CSR activities can increase customer satisfaction, customer’s trust in MPPs, and customer loyalty, they should also concerned customer’s attributions. Based on the results of the empirical study, this study provides some suggestions for the practical managers to increase customer loyalty.
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LIN, XIANG-HAN, and 林湘涵. "The Influence of Altruism, Cause-Related Marketing and Service Quality on Customer Loyalty of Public Welfare Café." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/y8a2dd.
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碩士<br>逢甲大學<br>合作經濟暨社會事業經營學系<br>107<br>As non-profit organizations and social enterprises flourish, the number of organizations has increased year by year, and the amount of donations or subsidies that can be obtained is limited. In addition, the competition in the market is fierce. If it lacks profitability, its own profit is not enough for the organization to operate. It is difficult to continue to operate. For the public welfare café, how to attract and consolidate customers will be an important issue.
This study focuses on altruism, cause-related ,marketing, service quality and other factors to explore its impact on customer loyalty. This study will explore the customer loyalty of the public café, and hopes to make recommendations through the research results of this study, in order to improve the business conditions of the public welfare café to achieve the goal of sustainable development. The research results show that cause-related marketing will positively affect customer loyalty and service quality. Service quality will have a significant positive impact on customer loyalty. Consumers' personal altruism will have a positive impact on customer loyalty and service quality. Based on the results of this research, relevant recommendations and management implications are presented.
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Chen, Yen-Hua, and 陳彥樺. "A Related Research on University Faculties and Students＇Satisfaction of Service Quality and Customer Loyalty to the Campus Cafeterias." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/90488424243411052004.
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碩士<br>國立高雄餐旅大學<br>餐旅教育研究所在職專班<br>104<br>This research aims to explore the satisfaction on quality of service and the customer loyalty to three campus cafeterias in National Kaohsiung University of Hospitality and Tourism (NKUHT). The researcher employed questionnaires to collect data from NKUHT faculties and students. A total of 890 valid questionnaires were returned out of 940 questionnaires, in which included 50 questionnaires with missing data. To ensure the reliability and clarity of the proposed measures in this study, the researcher assessed the questionnaire based on SPSS version 18.0 of descriptive statistics, independent sample t-test, one-way analysis of variance, Pearson correlation analysis, and multiple regression analysis.The results of this research are listed below. Firstly, among all aspects of university faculties’ satisfaction on the quality of service in campus cafeterias, " tangibility", " responsiveness", and "concern" are the highest; moreover, as for customer loyalty, “agreeableness to prices of food”, and" willingness to repurchase " are the highest, followed by" recommendation to others." Secondly, in the levels of satisfaction on the quality of service, there are significant differences among the aspects of "gender", "stay at the dormitory ", "school system", "affiliation", "meal break time", "average wait time between taking orders ", and "intentions to purchase meals " from the variables of background information. Thirdly, in the dimension of customer loyalty, there are considerable differences among the aspects of "gender", “social status”, "school system", "affiliation", and "average meal times” from the variables of background information. Fourthly, university faculties have positive correlation to the “satisfaction on quality of service” as well as “customer loyalty”. Fifthly, university faculties have predictive power to “satisfaction on quality of service” and "customer loyalty", including the aspects of “willingness to repurchase," and "recommendation to others”. In conclusion, according to research findings and suggestions to the school cafeterias and supervisory management units, this research can be taken as a valuable reference on management and improvement. Consequently, the satisfaction on quality of service and customer loyalty could expectantly be enhanced.
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張馨升. "Internet Banking Implementation of Cause-related Marketing Influence on Customer Loyalty-Service quality and perceived risk as mediators." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/vfedd5.
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碩士<br>國立彰化師範大學<br>財務金融技術學系<br>105<br>In recent years, the Internet is an inseparable part of people's lives, so financial institutions with the Internet to implement Internet banking. Internet banking has become an indispensable service to the bank.
This paper mainly discusses the relationship between internet banking implementation of Cause-Related Marketing, customer loyalty, service quality and perceived risk. The study was conducted by survey techniques for consumers using Internet banking.The survey was conducted by convenience sampling, and 322 valid questionnaires were be recovered.
In this study, seven research hypotheses were developed, and descriptive statistical analysis, validity analysis, reliability analysis and multiple stepwise regression analysis were performed using SPSS20.0 statistical analysis software to understand the association between the variables. The results of the study are as follows: 1. Internet banking implementation of Cause-Related Marketing for the quality of service and customer loyalty have a positive impact; 2. Internet banking implementation of Cause-Related Marketing risk perception has a negative impact; 3. Service quality has a positive customer loyalty The impact of perceived risk on customer loyalty has a negative impact; 5. Service quality on the implementation of online banking for Cause-Related Marketing and customer loyalty with some intermediary effect; 6. Perceived risk of online banking for Cause-Related Marketing and customer Loyalty has intermediary effect. The results provide the reference direction for Internet banking to implement Cause-Related Marketing and future research.
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Chang, Hong-Sheng, and 張宏生. "Casual Relationship Among Cause Related Marketing, External Cues, Service Quality, Perceived Risk and customer Value in Taiwan Banking Industry." Thesis, 2005. http://ndltd.ncl.edu.tw/handle/6d337x.
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博士<br>銘傳大學<br>管理科學研究所博士班<br>93<br>This study elucidates how cause related marketing, external cues, service quality and perceived risk are related, and explores the influence of service quality and perceived risk on customer value. Service quality found to be affected positively by cause related marketing and external cues, whereas cause related marketing and external cues negatively influence perceived risks. Finally, exactly how customer value is affected by the service quality and perceived risk is considered, and cause related marketing and the external cues notably indirectly affect customer value through service quality and perceived risk.
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CHEN, CHIA-HUNG, and 陳嘉宏. "A Study on the Brand Image, Perceptual Quality and Customer Satisfaction Related to the Willing of Repurchasing Mobile Phones." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/r4pkv8.
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碩士<br>世新大學<br>資訊傳播學研究所(含碩專班)<br>106<br>The mobile phone market is very competitive in the domestic market, followed by a store opened, even the Internet and the airport can apply for mobile phone number, different from the traditional mobile phone market in the past, these mobile phone industry style has its own characteristics, in addition to providing mobile phone diversification options, for the promotional programs have their own characteristics, and to monthly fee reduction program to attract consumers, set off a wave of mobile phone bidding boom.
The purpose of this study is to study whether the factors such as brand image, perceived quality and customer satisfaction are affected by the mobile phone used by consumers. The research range is based on the mobile phone consumer groups in Taipei as the main object by questionnaire survey, and based on the results of the analysis to give some relevant recommendations, and then provided to the industry as a reference to the development of marketing strategies.
According to the results of this study, consumers feel better about the brand image of mobile phone, the brand recognition will be higher, the perceived quality and customer satisfaction of mobile phone will be relatively improved, and the brand image is better, the willingness of consumers to repurchase will be higher. The higher the perceived quality of the consumer's perception of the mobile phone, the customer satisfaction will be higher, and better of the perceived quality, the willingness of consumers to repurchase will be higher. The higher of the customer satisfaction for the mobile phone, the higher the willingness to pay for the mobile phone.
Books on the topic "Customer-related quality"
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New, York (State) Legislature Senate Committee on Corporations Authorities and Commissions. Public hearing: Labor practices and customer service quality at the Staten Island E-ZPass Facility and related facilities. s.n., 2010.
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Cevelev, Aleksandr. Strategic development of railway transport logistics. INFRA-M Academic Publishing LLC., 2021. http://dx.doi.org/10.12737/1194747.
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The monograph is devoted to the methodology of material and technical support of railway transport. According to the types of activities, the nature of the material and technical resources used, technologies, means and management systems, Russian railways belong to the category of high-tech industries that must have high quality and technical level, reliability and technological efficiency in operation. For this reason, the logistics system itself, both in structure and in the algorithm of the functions performed as a whole, needs a serious improvement in the quality of its work. The economic situation in Russia requires a revision of the principles and mechanisms of management based on the corporate model of supply chain management, focused on logistics knowledge. In the difficult economic conditions of the current decade, it is necessary to improve the quality of the supply organization of enterprises and structural divisions of railway transport, directly related to the implementation of the process approach, the advantage of which is a more detailed regulation of management actions and their mutual coordination. In order to increase the efficiency of its activities and develop the management system, Russian Railways is developing a lean production system aimed at further expanding the implementation of the principles of customer orientation, ideology and corporate culture.
 At the present time, the solution of many issues is impossible without a cybernetic approach to the formulation of problems of material and technical support and logistics analysis of information technologies, to the implementation of the developed algorithms and models of development strategies and concepts for improving the business processes of the production system. The management strategy, or the general plan for the implementation of activities for the management of material resources, is based on a fundamental assessment of the alignment and correlation of forces and factors operating in the economic and political field, taking into account the impact on the specific form of the management strategy.
 The materials will be useful to the heads and specialists of the directorates of the MTO, CDZs and can be used in the scientific research of bachelors, masters and postgraduates interested in the economics of railway transport and supply logistics.
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New Jersey. Legislature. General Assembly. Telecommunications and Utilities Committee. Committee meeting of Assembly Telecommunications and Utilities Committee: Testimony concerning electric, gas, telephone, water, and cable system reliability standards, the quality of service provided to their customers, and related consumer protection issues : [February 9, 2004, Trenton, New Jersey]. Office of Legislative Services, Public Information Office, Hearing Unit, 2004.
Find full textBook chapters on the topic "Customer-related quality"
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Bruhn, Manfred, and Dominik Georgi. "Sales-Related Benefit-Analysis of Service Quality Investments — The Moderating Role of Customer Relationship Type." In Service Quality and Management. Deutscher Universitätsverlag, 1999. http://dx.doi.org/10.1007/978-3-322-90981-7_11.
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Reyes-Rodríguez, Juan Felipe, María Nikolle del Cairo-Jiménez, and Liza María Martínez-Zúñiga. "Aligning Strategic Priorities in Manufacturing and Sustainable Operational Practices in Firms: Exploration and Evidence in North-East Colombia." In Lecture Notes in Mechanical Engineering. Springer Nature Switzerland, 2025. https://doi.org/10.1007/978-3-031-77429-4_6.
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AbstractRecently, issues such as global warming and ecosystem deterioration have demanded corporate actions towards a responsible orientation to operations. Particularly, manufacturing firms can exhibit such a responsible orientation through the implementation of sustainable operational practices (SOP). Such practices can also pave the way to consolidate the different strategic priorities in manufacturing (SPM) that drive business value. Based on a sample of 412 manufacturing firms in Bucaramanga, Colombia, the purpose of this study is to characterize different portfolios of SOP as well as profiles of firms based on their SPM. Results evidence three forms of SOP, related to: (i) product design and transformation, (ii) supply chain, and (iii) reverse logistics. Furthermore, sampled firms exhibit four main SPM: (i) natural environment and social responsibility, (ii) flexibility, (iii) innovation and efficiency, and (iv) quality and customer satisfaction. Results show that there are remarkable differences regarding SOP related to product design and transformation as well as supply chain across profiles of SPM. Notwithstanding, the extent of implementation of reverse logistics takes place regardless of their SPM. The study contributes to an increased understanding of how firms adopt a more responsible behavior. Furthermore, the study provides evidence concerning the articulation of such organizational response and the priorities to capture value in manufacturing.
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Steffens, Jasper, Robin Kühnast-Benedikt, Florian Leber, Philipp Rosenberg, and Frank Henning. "Deploying Machine Learning in High Pressure Resin Transfer Molding and Part Post Processing: A Case Study." In Machine Learning for Cyber-Physical Systems. Springer Nature Switzerland, 2024. http://dx.doi.org/10.1007/978-3-031-47062-2_4.
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AbstractHigh pressure resin transfer molding (HP-RTM) is well suited to medium volume automated production of composites. The process complexities of HP-RTM however often make its application insular. Data is not carried forward along the production chain and process reliability is assessed as a unified indicator with minimal granular consideration of individual contributing factors. Cause and effect relationships spanning the process chain remain undetected. Predator (10/2020–09/2023) is an ongoing Eurostars project aiming to bridge this divide by developing an intelligent data processing system across the industrial process chain of composite production. The consortium has already developed an approach to acquire and transfer meaningful process related data from molding to post-processing of parts. The data collection merges RTM tooling, equipment sensors, structure-borne sound data and tool wear measurements during the milling process. Unique part identifiers allow traceability of production parameters for online quality assurance and data-based optimization across the process chain. The developed approach enables tool wear monitoring as well as tailored predictive maintenance and enhanced remote customer support in addition to a data-driven understanding of the production process.
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Rashidifar, Rasoul, F. Frank Chen, Hamed Bouzary, and Mohammad Shahin. "A Mathematical Model for Cloud-Based Scheduling Using Heavy Traffic Limit Theorem in Queuing Process." In Lecture Notes in Mechanical Engineering. Springer International Publishing, 2022. http://dx.doi.org/10.1007/978-3-031-18326-3_20.
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AbstractCloud manufacturing (CMfg) is a service-oriented manufacturing paradigm that distributes resources in an on-demand business model. In the cloud manufacturing environment, scheduling is considered as an effective tool for satisfying customer requirements which has attracted attention from researchers. In this case, quality of service (QoS) in the scheduling plays a vital role in assessing the impacts of the distributed resources in operation on the performance of scheduling functions. In this paper, a queuing system is employed to model the scheduling problem with multiple servers and then scheduling in cloud manufacturing is classified based on various QoS requirements. Moreover, a set of heavy traffic limit theorems is introduced as a new approach to solving this scheduling problem in which different heavy traffic limits are provided for each of QoS-based scheduling classes. Finally, the number of operational resources in the scheduling is determined by considering the results obtained in the numerical analysis of the heavy traffic limit with different queue disciplines. The results show that different numbers of active machines in various QoS requirements classes play a vital role in that the required QoS metrics such as the expected waiting time and the expected completion time which are critical performance indicators of the cloud’s service are intimately related.
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Nilsson Tengstrand, Sara, Piotr Tomaszewski, Markus Borg, and Ronald Jabangwe. "Challenges of Adopting SAFe in the Banking Industry – A Study Two Years After Its Introduction." In Lecture Notes in Business Information Processing. Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-78098-2_10.
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AbstractThe Scaled Agile Framework (SAFe) is a framework for scaling agile methods in large organizations. We have found several experience reports and white papers describing SAFe adoptions in different banks, which indicates that SAFe is being used in the banking industry. However, there is a lack of academic publications on the topic, the banking industry is missing in the scientific reports analyzing SAFe transformations. To fill this gap, we present a study on the main challenges with a SAFe transformation at a large full-service bank. We identify the challenges in the bank under study and compare the findings with experience reports from other banks, as well as with research on SAFe transformations in other domains. Many of the challenges reported in this paper overlap with the generic SAFe challenges, including management and organization, education and training, culture and mindset, requirements engineering, quality assurance, and systems architecture. However, we also report some novel challenges specific to the banking domain, e.g., the risk of jeopardizing customer relations, stability, and trust of external stakeholders. This study validates several SAFe-related challenges reported in previous work in the banking context. It also brings up some novel challenges specific to the banking industry. Therefore, we believe our results are particularly useful to practitioners responsible for SAFe transformations at other banks.
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Meckenstock, Jan-Niklas, and Victoria Wallmichrath. "Adapt and Overcome - How Agile Practitioners Adapt to Issues that Impede the Delivery of Value: An Interview Study." In Lecture Notes in Business Information Processing. Springer Nature Switzerland, 2025. https://doi.org/10.1007/978-3-031-94544-1_17.
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Abstract Continuously delivering valuable software is a core principle of agile software development (ASD). In practice, value delivery is often impeded by several key issues, including low customer involvement, volatile requirements, technical debt, delivery pressure, excessive rework, or meeting overhead, which affect the product or the process. Despite their negative influence, the different consequences for the delivered value remain to be better understood. In addition, a collection of measures to help practitioners adapt to these issues is missing, as previous work only offers limited guidance on how to mitigate them. To address this situation, we conducted 19 semi-structured expert interviews to identify the consequences of key issues for value delivery and empirically derive measures to adapt to these issues. We find 34 value-reducing consequences, which primarily affect product quality and capabilities, delivery timeliness, and process efficiency. We also develop a collection of 48 measures to address the issues, including procedural changes, process artifacts and roles, technical means, and different ways to approach customers. With our work, we provide practitioners with actionable measures to adapt to issues encountered in daily practice and avoid their value-reducing consequences, thereby facilitating continuous value delivery. For research, we extend knowledge on the dark side of ASD by illustrating how key issues affect the delivered value, which was less regarded in related studies. In addition, we encourage future investigations into how micro-tailoring fosters sustained value delivery, along with examinations of resilience engineering in the context of ASD to improve the performance of software development processes.
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"Customer-related processes (7.2)." In ISO 9000 Quality Systems Handbook. Routledge, 2006. http://dx.doi.org/10.4324/9780080460000-31.
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HOYLE, D. "Customer-Related Processes." In ISO 9000 Quality Systems Handbook - updated for the ISO 9001:2008 standard. Elsevier, 2009. http://dx.doi.org/10.1016/b978-1-85617-684-2.00024-4.
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"Customer-Related Processes." In ISO 9000 Quality Systems Handbook - updated for the ISO 9001:2008 standard. Routledge, 2009. http://dx.doi.org/10.4324/9780080958033-39.
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Athanasopoulou, Pinelopi. "Relationship Quality in Services." In Customer-Centric Marketing Strategies. IGI Global, 2013. http://dx.doi.org/10.4018/978-1-4666-2524-2.ch009.
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In today’s highly competitive environment, the development of successful relationships with customers is considered a significant competitive advantage. Thus, the maintenance and enhancement of Relationship Quality (RQ) becomes critical for service providers. This chapter aims to analyse the concept of RQ and its antecedents and consequences in the area of services, account for its development and evolution through the last 2 decades, identify the developmental trends in the literature, and offer directions for future research. The field has become more specialised with age and the only area of convergence is the use of trust, satisfaction, and commitment as dimensions of RQ. However, lately RQ is conceptualised as a single dimension concept based on buyer’s perception. Researchers use antecedents that are buyer-related, seller-related, or relationship-related, and the most important consequence investigated is customer loyalty. Lately, RQ research emphasises the importance of the environment effect (technology, economy, culture, etc.), is focusing on multi-industry or multi-country studies, and investigates the relationship of RQ with other major concepts such as service quality.
Conference papers on the topic "Customer-related quality"
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Papadopoulos, Dimitrios, Georgios Karipoglou, Michail Glykas, and Thaleia Dima. "Service Quality in Business Excellence Maturity Assessment." In Ninth International Scientific-Business Conference LIMEN Leadership, Innovation, Management and Economics: Integrated Politics of Research. Association of Economists and Managers of the Balkans, Belgrade, Serbia, 2023. http://dx.doi.org/10.31410/limen.2023.51.
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Service quality is a critical aspect of business excellence maturity assessment. It refers to the level of excellence achieved in delivering products or services to customers. Customer satisfaction and loyalty, as well as a company’s overall reputation and success, are significantly influenced by the quality of its services. This research paper focuses on research related to Service Quality in Business Excellence Maturity Assessment. In a business excellence maturity assessment, service quality is typically evaluated through various metrics and indicators. These may include customer satisfaction surveys, feedback from customers and employees, service delivery time, complaint resolution time, and other performance measures. Our research contribution presents a literature review about ensuring that every interaction with customers is of the highest standard. It requires an organization-wide commitment to customer satisfaction, continuous improvement, and a culture of excellence.
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Frank, B., and D. C. Wimalachandra. "Implications of radioactive contamination near production sites for product quality-related risk perceptions and customer loyalty." In 2013 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM). IEEE, 2013. http://dx.doi.org/10.1109/ieem.2013.6962667.
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Freund, Louis, Assil Talbi, and Stephen Kwan. "The Customer's Preparedness and Product Quality - Impacts on Customer Satisfaction." In 15th International Conference on Applied Human Factors and Ergonomics (AHFE 2024). AHFE International, 2024. http://dx.doi.org/10.54941/ahfe1005091.
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This paper explores whether customer satisfaction survey results should be interpreted in terms of both the quality of the product as received and the customer’s preparedness to engage with it as expected. We designed a controlled experiment and conducted it with 103 participants. The study confirms that the participant’s overall satisfaction with a small product comprised of five pieces needing assembly (presented at three quality “levels”) was strongly related to both its quality level and to their own preparedness to assemble it.
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Boontos, Anusit, and Vichit Uon. "FACTORS EFFECTING OF HOTEL’S REVISIT INTENTION AMONG TOURISTS IN THAILAND." In MBP 2025 Tokyo International Conference on Management & Business Practices, 21-22 January. Global Research & Development Services, 2025. https://doi.org/10.20319/icssh.2025.4867.
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The objective of this article is to present knowledge derived from a literature review on causal factors of hotel’s revisit intention among tourists. The article to explain the meaning, background, components, and relationships of variable related to hotel’s revisit intention among tourists. Methodology by documentary research from 250 articles, with the source of the articles from various databases and analyzed data by content analysis. Based on the literature review found that the variables commonly used to study hotel’s revisit intention among tourists include customer experience, service quality, brand image, and customer satisfaction.The objective of this article is to present knowledge derived from a literature review on causal factors of hotel’s revisit intention among tourists. The article to explain the meaning, background, components, and relationships of variable related to hotel’s revisit intention among tourists. Methodology by documentary research from 250 articles, with the source of the articles from various databases and analyzed data by content analysis. Based on the literature review found that the variables commonly used to study hotel’s revisit intention among tourists include customer experience, service quality, brand image, and customer satisfaction.
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Vidas-Bubanja, Marijana M., and Iva Bubanja. "THE INFLUENCE OF ARTIFICIAL INTELLIGENCE ON THE BUSINESS AND COMPETITIVENESS OF MODERN COMPANIES." In XX International Convention on Quality JUSK ICQ 2024. United Association of Serbia for Quality, 2024. http://dx.doi.org/10.46793/jusk-icqxx.047vb.
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This paper analyzes the potential and risks associated with the application of artificial intelligence in modern life and business. The current multi-layered crisis necessitates the use of AI tools at global, regional, and company levels to ensure economic dynamism and sustainable growth. The competitive positioning of modern companies is closely related to their potential application of AI tools and technologies, which can lead to increased productivity, improved decision-making and better customer relations through the offering of personalized products. It is crucial to ensure the appropriate application of AI to avoid potential negative consequences and maintain a balance between exploiting its positive potential and preserving ethical and economic interests for all of humanity.
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Vircolici, Margareta, and Natalia Sestenco-Diacek. "Concepts related to quality and associated indicators in transport systems management." In The 6th Economic International Conference "Competitiveness and sustainable development". Technical University of Moldova, 2024. https://doi.org/10.52326/csd2024.42.
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Quality descriptions in the field of transportation derive from the specific characteristics of services, considering that transportation is a fundamental component of the global economy. These descriptions primarily focus on meeting customer requirements but also highlight complex aspects related to the interaction between the transportation system and the natural and socio-economic environment. As societal needs evolve, they must increasingly reflect priorities such as quality of life and sustainable development. The competitivity in transportation is not limited to efficiency, punctuality, or low costs; it also involves environmental and social responsibility. It is essential for transportation systems to minimize environmental impact, support local communities, and contribute to the general well-being of the population. This integrated approach suggests that sustainable transportation can promote not only economic development but also social equity, fostering a more harmonious and sustainable future for all stakeholders. Therefore, quality in transportation becomes a key factor in building a modern transportation system, adapted to contemporary challenges.
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Yuliansari, Pratiwi, Nursalam Nursalam, and Ahsan Ahsan. "Service Quality is Related to Loyalty of Nursing Care Services Based on SERVQUAL Theory and the American Customer Satisfaction Index (ACSI)." In 8th International Nursing Conference on Education, Practice and Research Development in Nursing (INC 2017). Atlantis Press, 2017. http://dx.doi.org/10.2991/inc-17.2017.21.
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Ridha, Mohammad, and Rana Harris. "Service Quality Related to Customer Satisfaction with Umrah Worship Package Preparation at PT. Marco Tour and Travel Jakarta: Spearman’s Correlation Coefficient." In 3rd International Conference on Vocational Higher Education (ICVHE 2018). Atlantis Press, 2020. http://dx.doi.org/10.2991/assehr.k.200331.113.
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Sperry, Benjamin R., and Curtis A. Morgan. "Performance Measurement and Quality Assurance Applications for Passenger Rail Planning." In 2017 Joint Rail Conference. American Society of Mechanical Engineers, 2017. http://dx.doi.org/10.1115/jrc2017-2274.
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In recent decades, many transportation agencies have adopted a performance-based strategy for developing and supporting decisions related to transportation planning. Recent Federal legislation related to intercity passenger rail planning and development has adopted numerous provisions that emphasize the role of performance measurement throughout the process. This paper reports the findings of a comprehensive synthesis of performance measurement and quality assurance techniques for intercity passenger rail service planning and development. A performance-based process can support planning and decision-making for a wide range of activities including statewide rail planning, rail corridor planning, and management of existing services. For statewide planning purposes, a performance measurement system can be used to prioritize specific intercity corridors for detailed feasibility study. For existing rail services, a performance-based process can be used to establish performance targets related to operational and customer service aspects, measure progress toward these targets, and develop strategies to achieve desired results. A regular “quality assurance” program can also be used to maintain accountability for service operators and correct deficiencies in service delivery for existing routes. States and other entities involved with the passenger rail planning process will benefit from the findings of this synthesis by providing insight into the “ideal” performance management strategy.
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Roskosa, Antra, and Yulia Stukalina. "Exploring Brand Equity-Related Factors in Higher Education." In 15th International Scientific Conference "Rural Environment. Education. Personality. (REEP)". Latvia University of Life Sciences and Technologies. Faculty of Engineering. Institute of Education and Home Economics, 2022. http://dx.doi.org/10.22616/reep.2022.15.003.
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Due to deepened marketing orientation of modern universities the role of branding in the field is constantly growing. In the higher education settings, developing a consistent, attractive and meaningful brand is crucial for maintaining a competitive advantage in the international marketplace in the agenda of commoditization of educational services. Brand equity in higher education –as brand value determined by students’ experiences and perceptions –is related to the university’s superiority in quality and reliability (i.e. first-class academic reputation). The aim of the paper was to assess different brand equity-related factors within the Customer-Based Brand Equity (CBBE) model as perceived by students. The research methods included analysis of theoretical sources and research papers, aswell as a survey administered at Riga Technical University and Transport and Telecommunication Institute (University of Applied Sciences).A questionnaire based on the multi-dimensional Customer-Based Brand Equity model was developed. Structural equation modelling was used for performing confirmatory factor analysis of relationships between different brand equity-related factors. The results of the study indicate that the Performance factor has the highest loading for students, being of primary importance for the development of brand equity by creating positive brand associations and increasing the perceived value. The results of the research would contribute to better understanding of brand equity in higher education settings, which is important for improving the competitive position of a university brand.
Reports on the topic "Customer-related quality"
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Bonzi, Augusto, Eric Boeck, Michelle Hallack, et al. Electrokit: Power Utility Toolkit–Quality of Technical Service. Inter-American Development Bank, 2021. http://dx.doi.org/10.18235/0003782.
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The Electrokit is an initiative created by the IDB to strengthen transformation and continuous improvement of electric utilities in the LAC region. The Electrokit is organized in 16 activities that are common to most electricity utilities. This publication presents the indicators and best practices related to Quality of Technical Service. The aim of the toolkit is to provide power utilities, policy and decision-makers access to best practices, current trends, and expertise to: (i) identify challenges, develop a strategy and action plan for addressing them; and (ii) support utilities to be more sustainable, efficient, improve customer experience and accelerate innovation to stay ahead of the rapidly sector transformation.
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Želvytė, Julija, and Regina Narkiekė. Cargo Transportation using Modern Technologies at UAB "Kamida". Vilnius Business College, 2024. https://doi.org/10.57005/ab.2024.2.3.
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This article presents the role of integrated technology systems in optimizing cargo transportation processes, focusing mainly on UAB "Kamida". Logistics, especially cargo transportation, is a complex operation involving various activities, during which the efficiency of transportation methods has a significant impact on costs and the quality of customer service. Modern technologies, such as cargo tracking systems, vehicle tracking systems, and order management systems, make it possible to simplify the transportation process and reduce costs. The obtained results showed that UAB "Kamida" uses several technological systems, including Fleet Master, Transport, DVS, Infotrans cargo management systems. However, the lack of integration of these systems creates difficulties in planning routes and drivers' schedules, resulting in increased transportation costs. By systematically organizing information flows and integrating technology systems, UAB Kamida could potentially avoid additional costs related to inefficient route planning and suboptimal utilization of driver's work and rest time. Thus, by investing and effectively applying integrated technological solutions, companies can be given a competitive advantage in the market by increasing transportation efficiency, reducing costs and improving customer service.
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Nimesh, Vikas, Bhaskar Natarjan, Arohi Patil, and Anmol Jain. Catalysing the Market Transformation of Electric Three-Wheelers in India. Alliance for an Energy Efficient Economy (AEEE), 2023. http://dx.doi.org/10.62576/pxjm3793.
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Three-wheelers (3Ws) play a significant role in providing the last-mile connectivity. Electrification of three-wheelers has emerged as a necessity to provide a green and clean last-mile ride. The electrification of three-wheelers poses various key challenges. Alliance for an Energy Efficient Economy (AEEE) and International Copper Association India (ICA) collaborated on this study to identify the key barriers to facilitating the adoption of electric three-wheelers (E3Ws) on the market. The proposed whitepaper aims to identify pathways for a market transformation for electric three-wheelers in India. The whitepaper facilitates the increased adoption of E3Ws in India by examining the perspectives of consumers and different stakeholders involved in the E3W ecosystem – fleet operators, financial institutions, dealerships, and service centres. The study was carried out in three cities – Delhi, Lucknow, and Bangalore, with the majority of the survey (70%) conducted in Delhi. The driver survey was broadly divided into three vehicle segments across the three cities: e-rickshaw, e-auto, and internal combustion engine (ICE). Each vehicle type was further divided into goods and passenger transport, and the findings are presented in this report accordingly. The entire report covers various key aspects related to E3Ws, including purchase, charging, performance, aftersales, safety, retrofitting, etc. Chapter 2 provides an overview of the E3W ecosystem, which includes the classification of E3Ws in India, charging and battery swapping infrastructure, and role of E3Ws in last-mile connectivity, with application in different areas. Chapter 3 discusses the findings and key insights from the consumer survey. It examines the key challenges, concerns, and expectations from the consumer perspective. Chapter 4 presents the key insights from the stakeholder consultation and discusses the various challenges, such as manufacturing concerns, financial challenges, the battery swapping ecosystem, and state policies' role in E3W adoption. Chapter 5 provides recommendations to address the barriers to E3W adoption in India. The recommendations presented in the whitepaper focus on topics ranging from consumer perceptions and demand incentives to addressing product issues such as awareness, servicing, safety, and other related topics. The recommendations comprise important aspects of the E3W ecosystem, such as installing more and regularly maintaining charging points, providing investment support to charging and swapping players, and conducting regular EV awareness forums to educate people about the benefits of EVs. Additionally, providing better training to service center technicians, improving the build quality of EVs through customer feedback, and partnering with financial institutions to provide cheaper loans, will be crucial in overcoming the challenges faced by EV drivers. The market transformation for E3Ws in India will require the stakeholders in the electric vehicle (EV) ecosystem to further deliberate and implement strategies in line with the recommendations presented in the whitepaper.
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Bergeron, Diane. Organizational Wives – The Career Costs of Helping. Center for Creative Leadership, 2025. https://doi.org/10.35613/ccl.2025.2063.
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"Despite comprising nearly half of the global workforce, women are still underrepresented in executive roles across industries and countries. Of the 5,400 companies listed in the S&P Global Corporate Sustainability Assessment, less than 5% had a woman CEO. Although various explanations for gender disparities in career outcomes have been suggested, including unconscious bias, stereotypes, and greater domestic responsibilities, a less explored factor is women's greater engagement in workplace helping. These workplace helping behaviors are known as organizational citizenship behavior (OCB) and are behaviors that exceed job requirements and contribute to the organization. Examples include orienting new employees, helping others accomplish their work, speaking up with suggestions or ideas for improvements, and managing the social environment. These behaviors are positively related to group and organizational performance, efficiency, customer satisfaction, and the quality and quantity of organizational output. Although crucial for organizational functioning, engaging in too much OCB can result in personal sacrifices, such as work-family conflict and working longer hours. OCB can also detract from job behaviors that are more directly linked to rewards and career advancement. Thus, OCB can come at a cost to employees. Research shows that women are expected to engage in more communal, time-consuming OCB than men. Women also receive more requests for help than men and are ‘volunteered’ more for low-promotability tasks. In addition to facing higher expectations, women are often penalized for not performing OCB and receive fewer rewards than men for these behaviors. As such, women often assume a ‘wifely’ role in organizations by taking on necessary, but often invisible, activities that help keep the organization functioning effectively. Gendered expectations, workloads, and rewards result in women shouldering a heavier burden of helping – both at work and at home – which requires more resources and limits their ability to focus on more rewarded tasks that can advance their careers. Women of color face an additional racial burden, known as cultural taxation, where they are expected to take on helping behaviors that assist others of the same race, further impacting their career outcomes. Over time – and across women, organizations, and societies – this collective imbalance restricts women’s global access to power and influence in decision-making. This paper calls for a reevaluation of organizational structures and cultures that maintain inequities, urging a shift from focusing on ""fixing"" women to addressing systemic issues. It calls for organizations and leaders to recognize the value of OCB while ensuring that such work is distributed fairly, paving the way for a more equitable workplace and improved organizational outcomes. This will help enable women to make more meaningful contributions and have greater ability to advocate for organizational and societal changes in the world."