Relevant bibliographies by topics / Customer services – Communication systems – Case studies

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

Academic literature on the topic 'Customer services – Communication systems – Case studies'

Author: Grafiati
Published: 4 June 2021
Last updated: 17 February 2022

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Journal articles on the topic "Customer services – Communication systems – Case studies"

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Broady‐Preston, Judith, Joanna Felice, and Susan Marshall. "Building better customer relationships: case studies from Malta and the UK." Library Management 27, no. 6/7 (2006): 430–45. http://dx.doi.org/10.1108/01435120610702422.

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PurposeThe purpose of this paper is to analyse the results of two surveys conducted at the University of Malta Library, 2003‐20044 and Lanchester Library, University of Coventry, 2005‐2006. Relationships between library staff and their customers are explored using a customer relationships management (CRM) framework.Design/methodology/approachFocus groups were used to ascertain customer and staff perceptions of the quality of library service and the existing nature of customer/librarian relationships.FindingsCRM was a useful framework for analysing the perceived worth of university libraries. I
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Ayat, Nasir, and Mahmood Khalid. "Consumer Satisfaction in Social Security Hospital: A Case Study of Punjab Employees Social Security Institution Hospital, Rawalpindi." Pakistan Development Review 48, no. 4II (2009): 675–99. http://dx.doi.org/10.30541/v48i4iipp.675-699.

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In health care, consumer satisfaction is an important evaluation instrument to determine the quality of services. In recent years, the concept has assumed much greater significance particularly in market based health systems. Also, in World Health Organisation’s framework for health care assessment, the customer satisfaction is given due consideration. On the contrary, in developing countries particularly, the concept is one of the most ignored elements in evaluation of health care systems. Pakistan is also a case in point. Review of literature and general health management systems in the coun
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Zieba, Malgorzata, and Paweł Kończyński. "Factors of successful client co-production in knowledge-intensive business services." Kybernetes 49, no. 1 (2019): 141–64. http://dx.doi.org/10.1108/k-04-2019-0297.

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Purpose This paper aims to explore the topic of client co-production in knowledge-intensive business services (KIBS). The paper first sketches a theoretical background and reviews previous studies on factors affecting successful client co-production in such companies and then examines these factors via case study research among a small KIBS company and its five customers. Design/methodology/approach The paper is based on an in-depth analysis of literature devoted to client co-production in KIBS firms and on the results of case studies analysis. The authors explore theoretically and empirically
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Liu, Tianyou, Zhenliang Ma, and Haris N. Koutsopoulos. "Unplanned Disruption Analysis in Urban Railway Systems Using Smart Card Data." Urban Rail Transit 7, no. 3 (2021): 177–90. http://dx.doi.org/10.1007/s40864-021-00150-x.

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AbstractMetro system disruptions are a big concern due to their impacts on safety, service quality, and operating efficiency. A better understanding of system performance and passenger behavior under unplanned disruptions is critical for efficient decision making, effective customer communication, and identifying potential improvements. However, few studies explore disruption impacts on individual passenger behavior, and most studies use manually collected survey data. This study examines the potential of using automated collection data to comprehensively analyze unplanned disruption impacts.
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Hariguna, Taqwa, Ade Maharini Adiandari, and Athapol Ruangkanjanases. "Assessing customer intention use of mobile money application and the antecedent of perceived value, economic trust and service trust." International Journal of Web Information Systems 16, no. 3 (2020): 331–45. http://dx.doi.org/10.1108/ijwis-12-2019-0055.

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Purpose The purpose of this study is to examine the role of trust and perceived value (PV) in customer intentions to adopt mobile money application (MMA) services. Trust and PV were broken down into various dimensions. This study investigated the two-component base trusts, namely, economic and service, and also PV as an antecedent. Design/methodology/approach This study involved 402 respondents selected through the interception and online survey approach and had five hypotheses. The structural equation model was used to test the hypothesis of this study. Findings The findings showed that the P
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Stewart, Harrison, and Jan Jürjens. "Data security and consumer trust in FinTech innovation in Germany." Information & Computer Security 26, no. 1 (2018): 109–28. http://dx.doi.org/10.1108/ics-06-2017-0039.

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Purpose The purpose of this study is to empirically analyse the key factors that influence the adoption of financial technology innovation in the country Germany. The advancement of mobile devices and their usage have increased the uptake of financial technology (FinTech) innovation. Financial sectors and startups see FinTech as a gateway to increase business opportunities, but mobile applications and other technology platforms must be launched to explore such opportunities. Mobile application security threats have increased tremendously and have become a challenge for both users and FinTech i
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A. Rabaa'i, Ahmad, and Xiaodi Zhu. "Understanding the Determinants of Wearable Payment Adoption: An Empirical Study." Interdisciplinary Journal of Information, Knowledge, and Management 16 (2021): 173–211. http://dx.doi.org/10.28945/4746.

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Aim/Purpose: The aim of this study is to determine the variables which affect the intention to use Near Field Communication (NFC)-enabled smart wearables (e.g., smartwatches, rings, wristbands) payments. Background: Despite the enormous potential of wearable payments, studies investigating the adoption of this technology are scarce. Methodology: This study extends the Technology Acceptance Model (TAM) with four additional variables (Perceived Security, Trust, Perceived Cost, and Attractiveness of Alternatives) to investigate behavioral intentions to adopt wearable payments. The moderating role
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Jaaron, Ayham A. M., and Chris Backhouse. "A systems approach for forward and reverse logistics design." International Journal of Logistics Management 27, no. 3 (2016): 947–71. http://dx.doi.org/10.1108/ijlm-07-2015-0118.

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Purpose There is significant potential for adding value by involving customer in the design process and delivery of logistic services. In order to add value to the overall logistic system, the purpose of this paper is to apply an integrated systems approach for the design of forward and reverse logistics services in order to build a self-organising service that can maximise efficiencies and in particular reduce reverse logistics costs. Design/methodology/approach Two exploratory case studies were conducted in the logistics systems of housing repair and maintenance sector in the UK. Data were c
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Volkov, Boris, Jennifer Cieslak, and Brook Matthiesen. "2360 Engaging, capturing, and integrating the voice of the customer and collaborator in a clinical and translational science program." Journal of Clinical and Translational Science 2, S1 (2018): 69–70. http://dx.doi.org/10.1017/cts.2018.252.

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OBJECTIVES/SPECIFIC AIMS: This presentation will highlight the framework, domains, and approaches of the “Engaging the Voice of the CTS Customer and Collaborator System” created at the University of Minnesota Clinical and Translational Science Institute (CTSI) in response to the need to improve the stakeholder engagement, quality, efficiency, consistency, and transparency of the clinical and translational work. This system addresses 3 important results-based accountability measures/questions: “What should we do?”, “How well did we do it?”, and “Is anyone better off?”. According to Woolf (2008)
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Alsaadi, Meiaad Rashid, Syed Zamberi Ahmad, and Matloub Hussain. "Improving the quality of mobile government services in the Gulf Cooperation Council." Journal of Systems and Information Technology 21, no. 1 (2019): 146–64. http://dx.doi.org/10.1108/jsit-11-2017-0116.

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PurposeThe purpose of the study is to provide a concrete, integrated plan to improve the service quality of mobile government (m-government) services from the customer perspective in the Gulf Cooperation Council.Design/methodology/approachA quantitative approach was used to analyze a case study of the UAE Ministry of Interior (MOI) mobile application and a competitor: the MOI application of the Kingdom of Saudi Arabia. Data were collected using a focus group.FindingsResults show that the technical requirement “real time” has the highest priority for deployment and “tangible service” has the lo
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Dissertations / Theses on the topic "Customer services – Communication systems – Case studies"

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Schwabrow, Lynsey A. "The role of communication in facilitating resolution of dissatisfying consumer experiences." Virtual Press, 2002. http://liblink.bsu.edu/uhtbin/catkey/1230599.

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This study of 79 male and 139 female university students investigated organizational recovery efforts following customer dissatisfaction. Rather than exploring recovery efforts that occur following a service failure, this study examined proactive versus reactive recovery efforts to determine implications for customer service. The purpose of this study was to determine ways in which to prevent a dissatisfying consumer experience from concluding as a complete service failure. This research extended the previous investigations of service recovery by Webster and Sundaram (1998) and Smith, Bolton,
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Iftikhar, Ahmed, and Zhao Yusi. "Advertising Message and Customer Satisfaction : A Case of LIDL Sweden." Thesis, Mälardalen University, Mälardalen University, School of Business, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-4274.

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<p>Title: Advertising message and Customer Satisfaction A case of Lidl Sweden</p><p>Problem: “Are the customers satisfied when they compare marketing message with services provided by Lidl grocery store?”</p><p>Purpose: We aim to analyze the satisfaction level of customers at Lidl store and how</p><p>effective messages delivered in the advertisement.</p><p>Method: We used a primary research through the interviews of the managers in Lidl, and</p><p>a survey questionnaire by the customers. We also used the secondary data from</p><p>the website of Lidl and some qualitative information from textbo
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"Business plan for ILove.com." 2000. http://library.cuhk.edu.hk/record=b5890171.

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by Fu Chi Pang, Wei Hong, Wilson.<br>Thesis (M.B.A.)--Chinese University of Hong Kong, 2000.<br>Includes bibliographical references (leaves 37-38).<br>ABSTRACT --- p.ii<br>TABLE OF CONTENTS --- p.iv<br>Chapter<br>Chapter I. --- BUSINESS OBJECTIVE --- p.1<br>Chapter II. --- INTERNET INDUSTRY OVERVIEW --- p.2<br>Development of the Internet Population --- p.2<br>World Wide Web --- p.3<br>Asia-Pacific Internet Growth Opportunities --- p.4<br>Key Internet Business Opportunities --- p.6<br>Advertising --- p.6<br>E-commerce --- p.6<br>Market Potential --- p.7<br>Hong Kong --- p.8<br>Chapt
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"A wireless handset strategic marketing plan for PRC Market." Chinese University of Hong Kong, 1997. http://library.cuhk.edu.hk/record=b5889047.

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by Lam Wai-Tat.<br>Two pamphlets inserted.<br>Thesis (M.B.A.)--Chinese University of Hong Kong, 1997.<br>Includes bibliographical references (leaves 123-127).<br>APPROVAL --- p.i<br>ABSTRACT --- p.ii<br>TABLE OF CONTENTS --- p.iii<br>LIST OF FIGURES --- p.vi<br>CHAPTER<br>Chapter I. --- INTRODUCTION --- p.1<br>Chapter II. --- COMPANY BACKGROUND AND OBJECTIVES --- p.2<br>Nortel and Nortel China --- p.2<br>Corporate Goal --- p.5<br>Goal of Nortel China --- p.5<br>Product Group Goal (Wireless) --- p.6<br>Chapter III. --- RESEARCH OBJECTIVES AND DESIGN --- p.7<br>Research Objectives ---
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Masejane, Thamae Paulus. "Total quality management and organisational performance in the Maluti-A-Phofung municipality in the Free State Province." Diss., 2012. http://hdl.handle.net/10500/6045.

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The overall aim of this study is to determine whether and how the application of Total Quality Management (TQM) can improve organisational performance in the Maluti-A-Phofung Municipality. There is a reason to believe that TQM can be and is a viable approach for improving productivity and performance in the public sector. TQM principles centred on customer satisfaction, process orientation and continuous improvement are very compatible with preferred public sector management styles. Therefore, a theoretical and conceptual analysis is undertaken of TQM as it is discussed in various volumes of p
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Bradna, Jan. "Jeden namísto šesti: má centralizace operačního řízení zdravotnické záchranné služby vliv na kvalitu péče?" Master's thesis, 2012. http://www.nusl.cz/ntk/nusl-306881.

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This thesis engages in its theoretical part description of the process of pursuance and assurance of quality in emergency medical dispatch centre. There is also a comprehensive description of key quality parameters used in this environment in this part. The content of the empiric section is an organizational case study, which aim was to evaluate an extensive organizational change in emergency medical dispatch centre of the Emergency Medical Service of the Central Bohemian region and its impacts on the quality of care. The first phase of centralization of emergency medical dispatch centres in t
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Books on the topic "Customer services – Communication systems – Case studies"

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Fahy, M. Moving up the mobile commerce value chain: 3G licenses, customer value and new technology. Idea Group Pub., 2004.

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McCuen, Charlotte. Case studies in health information management. Thomson/Delmar Learning, 2008.

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Wireless: Strategically liberalizing the telecommunications market. Lawrence Erlbaum Associates, Publishers, 1997.

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Office, General Accounting. Information management: Selected agencies' handling of personal information : report to the chairman, Committee on Governmental Affairs, U.S. Senate. The Office, 2002.

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Office, General Accounting. Information management: Progress in implementing the 1996 Electronic Freedom of Information Act amendments : report to congressional requesters. The Office, 2001.

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Office, General Accounting. Information management: Dissemination of technical reports : report to Congressional requesters. U.S. General Accounting Office, 2001.

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Office, General Accounting. Information management: Update on implementation of the 1996 Electronic Freedom of Information Act Amendments : report to congressional requesters. U.S. General Accounting Office, 2002.

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Mobile Library Services: Best Practices (Best Practices in Library Services). Scarecrow Press, 2013.

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Kim, Berquist, and Berquist Andrew, eds. Managing information highways: The PRISM book : principles, methods, and case studies for designing telecommunications management systems. Springer, 1996.

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Managing Information Highways: The PRISM Book: Principles, Methods, and Case Studies for Designing Telecommunications Management Systems (Lecture Notes in Computer Science). Springer, 1996.

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Book chapters on the topic "Customer services – Communication systems – Case studies"

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Beverley, Claire, and Manju Thakur. "Plantwise: A Knowledge and Intelligence Tool for Food Security through Crop Protection." In Plant Diseases and Food Security in the 21st Century. Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-57899-2_11.

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AbstractFood security continues to be significantly impacted by a growing world population, changing climate, increasing food prices and environmental burden. One of the key challenges in reducing crop losses due to pests and diseases is timely delivery of appropriate, actionable extension advice to farmers. Information and communication technology (ICT) has the potential to improve services that connect smallholder farmers to new resources and information, helping to build their knowledge and ultimately improve their livelihoods. Such ICT-driven services have seen rapid growth over the past few years, and CABI has been harnessing this technology in several programmes. This chapter provides insight into digital interventions of the global, CABI-led programme, Plantwise, which aims to assist stakeholders in developing countries to improve their plant health systems by strengthening linkages among all actors involved, so that they can prevent and manage pest outbreaks more effectively. An overview of digital interventions piloted and tested under the umbrella of the Plantwise programme is illustrated with selected case studies. Interventions include pest diagnosis and management advice delivered via a website, plant health data collection, using a customized mobile application, and educational simulation games for ongoing support.
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Wolf, Maxim Viktor, Julian Mark Sims, and Huadong Yang. "Understanding the Use of Social Media for Employer Branding." In Advances in Marketing, Customer Relationship Management, and E-Services. IGI Global, 2015. http://dx.doi.org/10.4018/978-1-4666-8353-2.ch004.

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Employer branding applies marketing tools to promote an organisation as an employer to current and potential employees. The importance of strategic alignment between parts of the business has been highlighted in literature: marketing and human resource activities are no exception. On the contrary, the alignment of customer brand and employer brand is equally important to marketers and human resource managers. This chapter frames the creation and communication of the employer brand as a “strong communication system”. A framework for assessment of the system's strength is introduced and a practical application of this framework is demonstrated in two case studies. The conflict between the traditional top-down one-way marketing communication flow and bottom-up bi-directional communication on social media is highlighted and the impact of this apparent conflict on the system strength is discussed. Social media appears to change the way in which employer brand is created, communicated and perceived and this chapter aims in aiding the understating of this changes.
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Callaway, Julianne. "FinTech Disruption." In The Disruptive Impact of FinTech on Retirement Systems. Oxford University Press, 2019. http://dx.doi.org/10.1093/oso/9780198845553.003.0004.

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Technological advances have enabled enhancements in the financial services industry such as improved digital sales opportunities, enhanced communication with consumers, expanded accessibility of services, and improved tools for financial planning. These advances are democratizing services once available only to wealthy, extending older peoples’ ability to live independently, and improving their quality of life. This chapter presents a series of case studies explaining how the life insurance industry can use technology and new data to streamline the life insurance underwriting process and improve trust and transparency between insurers and customers. It also discusses how new content can enable on-demand education and simplify end of life planning, as well as the difficulties people face when saving for the types of purchases that can lead to credit card debt and challenge retirement savings. We also touch on the potential for wearable technology to improve wellness and manage chronic diseases.
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Shamma, Hamed M., Robert F. Dyer, and Marilyn L. Liebrenz-Himes. "Customer Relationship Management in Professional Service Organizations." In Managing Customer Trust, Satisfaction, and Loyalty through Information Communication Technologies. IGI Global, 2013. http://dx.doi.org/10.4018/978-1-4666-3631-6.ch006.

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Customer Relationship Management (CRM) applications have gained primary attention in large service industry sectors, such as the financial, telecommunications and hotel industries. However, relatively few researchers have studied CRM in the context of Professional Service Organizations (PSOs). PSOs are found across a broad spectrum of service offerings and they share several key aspects. Some of these aspects include the following: PSOs are high in people-processing features, have close contact with customers, and are high in credence attributes. Given this critical reliance on the customer, most PSOs would benefit from implementing a CRM system to facilitate their business and sustain customer relationships. This paper compares marketing practices and client management approaches in PSOs between those utilizing and those not utilizing a CRM system. The building industry is used as a case study. The paper introduces the CRM concept, describing its significance to the building industry and presents the methodology and findings from an exploratory research investigation. It also presents a framework for CRM applications in PSOs and highlights a future research agenda tempered by some limitations of the research study.
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Colmenares, Leopoldo. "Assessing Critical Success Factors of ERP Implementation." In Business Information Systems. IGI Global, 2010. http://dx.doi.org/10.4018/978-1-61520-969-9.ch085.

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An enterprise resource planning (ERP) system is an integrated set of programs that provides support for core organizational activities. ERP is a software infrastructure embedded with “best practices,” or best ways to do business based on common business practices or academic theory. The aim is to improve the cooperation and interaction between all the organizations’ departments, such as the products planning, manufacturing, purchasing, marketing and customer service department. ERP systems is a fine expression of the inseparability of IT and business. As an enabling key technology as well as an effective managerial tool, ERP systems allow companies to integrate at all levels and utilize important ERP systems applications, such as supply-chain management, financials and accounting applications, human resource management and customer relationship management (Boubekri, 2001). ERP systems hold the promise of improving processes and decreasing costs. Furthermore, two important new frontiers for ERP systems are electronic business (e-business) and supply-chain management (Wang and Nah, 2001). The systems can connect with suppliers, distributors, and customers, facilitating the flow, the product and information. ERP systems implementation is costly and complex. In many cases, an ERP system is the largest single investment in any corporate-wide project. The software is expensive, and the consulting costs even more. Meta Group found that the average ERP systems implementation takes 23 months with total owners’ cost of $12 million (Stewart, 2000). The ERP systems implementation is the process where business process and ERP system match each other. Usually the firm has to change the business process per ERP systems. Sometimes most positions have to be redesigned according to the ERP systems. Thus the difficulties and high failure rate in implementing ERP systems have been widely cited in the literature (Davenport, 1998; Kim, Lee, &amp; Gosain, 2005)). The failure percentage of ERP systems was determined by one study as ranging from 40 to 60% and from another study as between 60 and 90% (Langernwalter, 2000; Ptak and Schragenheim, 2000; Yingjie, 2005). Although the failure rates of these ERP implementations have been highly publicized, this has not distracted companies from investing large sums of money on ERP systems (Somers &amp; Nelson, 2004). ERP systems provide companies with the means of integrating their business functions into a unified and integrated business process. As companies implement more enterprise based systems throughout their organizations, the need for integration of these systems becomes even more paramount. Expanding from the functional areas of accounting, human resources, and shop floor control to an enterprise-wide system has become a format for producing full organization integration. Over the past few years, limited research has been conducted about ERP implementation issues: mainly case studies in individual organizations have been reported. That is a motivation toward conducting empirical studies to explore critical factors that affect ERP systems implementation. This study presents the results of an empirical study that surveyed managers from seven corporations, who were identified as having a key role in ERP systems implementation, in order to assess empirically which CSFs are critical in leading a successful implementation of ERP systems. A factor analysis solution was used to derive factors affecting successful ERP implementation. These factors are: ERP implementation management, users aptitudes and communication and technical knowledge. The study reveals that about 81.5 % of the variances in ERP systems implementation were explained by the critical factors identified in the study. The remainder of this article is organized in four sections. First ERP-related literature is reviewed. The next section introduces the research methodology, followed by the presentation of the results. The paper ends with the conclusions and implications for future research and practice.
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Joshi, Sonopant Ganpatrao. "Branding and Communication Strategies in Healthcare Organizations." In Advances in Marketing, Customer Relationship Management, and E-Services. IGI Global, 2018. http://dx.doi.org/10.4018/978-1-5225-3150-0.ch013.

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The Indian healthcare industry is third largest economy in the world. India's competitive advantage also lies in the increased success rate of Indian healthcare sectors. All organizations benefit from great branding, but it is more important in healthcare than any other industry. Creating brand is an important object in marketing in order to reach to maximum customers. Organizations across the world and in India are constantly striving to achieve excellent branding to attain top recall value of healthcare. Physicians, dentists, physiotherapist, nurses, nursing home owners, hospital administrators have many challenges regarding branding and communications of healthcare. It is an ideal for energizing their healthcare organization and sustain financially and operationally. This chapter explains what is brand, its strategies, how to develop branding of healthcare organization and how to manage brands. Many illustrations and case studies are described in this chapter.
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Genel, Zeynep. "Building Powerful Private Label Brands in Creating Effective Communication Processes." In Advances in Marketing, Customer Relationship Management, and E-Services. IGI Global, 2020. http://dx.doi.org/10.4018/978-1-7998-0257-0.ch003.

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Globalization and developing communication technologies have shaped the approach and expectations of consumers towards brands, and this has necessitated the transformation of communication practices into widening approaches in marketing rules. There are many studies on marketing communications; most of them are based on the marketing perspective. This chapter explains marketing communications practices in the scope of the fundamental communication discipline. In this scope, the branding communications efforts of two leading Turkish private labels retail as brands as examined as a case study with the light of field research. The chapter is a contribution to the studies in the marketing communications field with the perspective of the communication discipline.
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Parmar, Puneet. "Managing Electronic Supply Chains." In Managing Operations Throughout Global Supply Chains. IGI Global, 2019. http://dx.doi.org/10.4018/978-1-5225-8157-4.ch009.

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During the early 2000s, the advent of internet and e-communication enabled organizations to be more responsive and cater to their customers' needs in a better way. Over the last few years, integrated technologies and ERP systems has allowed organizations to gain market share and establish themselves as e-commerce players. This has been achieved through better synchronization, business realignment, and operational flexibility. The rapid development in fields of information technology has transformed old partnerships between suppliers, buyers, and service providers into a more collaborative business process where information and knowledge sharing is a key success parameter. Through enhanced IT capabilities, SMEs can cooperate to form a network and promote their joint capacities to acquire a complex project and integrate resources for a better planning and execution. In this chapter, the author seeks to highlight the importance for e-SCM to be implemented and adopted, current status of adoption through case studies, benefits of e-SCM as strategy and challenges plaguing adoption of e-SCM.
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Skoumpopoulou, Dimitra, and Benjamin Franklin. "Implementing a Customer Relationship Management (CRM) System." In Advances in Marketing, Customer Relationship Management, and E-Services. IGI Global, 2019. http://dx.doi.org/10.4018/978-1-5225-7766-9.ch005.

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CRM systems offer companies a unique ability to manage their customers more effectively. There is a wealth of benefits to CRM both internally and externally, and if used correctly, they can grow a company's customer base and profits. Despite this, the implementations of these systems have a high rate of failure, with companies often spending large amounts of money without gaining anything other than an internal reporting tool. This chapter looks at the reasons behind these failures, looking at previous case studies, theories, and problems to decipher the main issues. The authors then use a recent CRM implementation as a case study to see how these issues relate to a real-life scenario. The research concludes with a 10-step plan which can help academics and practitioners in gaining a better understanding of the implementation issues involved with such complex systems.
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Granata, Giuseppe. "Business Management and New Technologies to Improve the Services." In Trends and Innovations in Marketing Information Systems. IGI Global, 2015. http://dx.doi.org/10.4018/978-1-4666-8459-1.ch004.

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Governments around the world have come to recognize the potential of new Information and Communication Technologies (ICT's) to reshape the ways in which they interact with citizens, businesses and other key stakeholders, hence the current move towards e-Government. A major goal of e-Government initiatives is to improve the quality of public service delivery through providing individuals and organizations with a coherent interface with government that has to be organized around their needs rather than the structure of government bodies. To that end, many governments have begun applying to their e-Government strategies the commercial concept commonly referred to as “Customer Relationship Management” (CRM), thus generating a new field of knowledge and related applications. This chapter discusses some of the key issues to implementing CRM in e-Government. It lays particular stress on the CRM capabilities of identifying and differentiating users, promoting take-up of e-Government and measuring the progress against its stated objectives. The conceptual framework will also be related to a case-study dealing with the Italian Revenue Agency, responsible for collecting tax and customs duties for government, which is developing a rich CRM program along with an ICT re-engineering process.
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Conference papers on the topic "Customer services – Communication systems – Case studies"

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Shenghua Jia and Haoren Yan. "Empirical analysis on the forming model of customer loyalty: the case study of mobile communication service." In Proceedings of ICSSSM '05. 2005 International Conference on Services Systems and Services Management, 2005. IEEE, 2005. http://dx.doi.org/10.1109/icsssm.2005.1499449.

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Yuan, Chengyin, and Placid Ferreira. "EMBench: An IEC61499 Based Integrated Environment for Manufacturing Systems." In ASME 2006 International Manufacturing Science and Engineering Conference. ASMEDC, 2006. http://dx.doi.org/10.1115/msec2006-21109.

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In these days, manufacturing organizations are facing global competition and short technological cycles. The flexibility of an enterprise and its ability to respond to miscellaneous customer requests decide the competitiveness in the global market. It also requires that the manufacturing plant must reorganize efficiently to produce various products at low cost and short time. This flexibility in the manufacturing process must be able to accommodate various tasks to share resources under safe and efficient control. In the current development processes of manufacturing systems, information handl
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Nagy, Diána. "Possibilities of Digitalization and Service Design in the Development of Patient Adherence." In New Horizons in Business and Management Studies. Conference Proceedings. Corvinus University of Budapest, 2021. http://dx.doi.org/10.14267/978-963-503-867-1_05.

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In parallel with the development of modern health systems and the growth of the welfare state, diseases have shifted towards chronic diseases. Today, instead of rapid-onset infections, most resources are focused on the long-term treatment of mostly lifelong chronic conditions. The condition for the effective use of therapies is to take the specified dose with the prescribed frequency and for the required period of time. If these parameters are met, we can talk about patient collaboration or adherence. For certain diseases and treatments, adherence is critically low. In the case of complex prep
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Ghassemi, Payam, and Souma Chowdhury. "Decentralized Task Allocation in Multi-Robot Systems via Bipartite Graph Matching Augmented With Fuzzy Clustering." In ASME 2018 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. American Society of Mechanical Engineers, 2018. http://dx.doi.org/10.1115/detc2018-86161.

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Robotic systems, working together as a team, are becoming valuable players in different real-world applications, from disaster response to warehouse fulfillment services. Centralized solutions to coordinating multi-robot teams often suffer from poor scalability and vulnerability to communication disruptions. This paper develops a decentralized multi-agent task allocation (Dec-MATA) algorithm for multi-robot applications. The task planning problem is posed as a maximum-weighted matching of a bipartite graph, the solution of which using the blossom algorithm allows each robot to autonomously ide
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Lemm, Thomas C. "DuPont: Safety Management in a Re-Engineered Corporate Culture." In ASME 1996 Citrus Engineering Conference. American Society of Mechanical Engineers, 1996. http://dx.doi.org/10.1115/cec1996-4202.

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Attention to safety and health are of ever-increasing priority to industrial organizations. Good Safety is demanded by stockholders, employees, and the community while increasing injury costs provide additional motivation for safety and health excellence. Safety has always been a strong corporate value of DuPont and a vital part of its culture. As a result, DuPont has become a benchmark in safety and health performance. Since 1990, DuPont has re-engineered itself to meet global competition and address future vision. In the new re-engineered organizational structures, DuPont has also had to re-
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Cap, Constant. "The Importance of Participation and Inclusion in African Urbanization. A focused look at Transport and Housing Projects." In 55th ISOCARP World Planning Congress, Beyond Metropolis, Jakarta-Bogor, Indonesia. ISOCARP, 2019. http://dx.doi.org/10.47472/dmcz6151.

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According to the World Bank (2015) Africa’s urbanization rate has surpassed other parts of the world. It is believed that by 2030, over 50% of Africans will reside in Urban Centres. Kenya is among the African counties that has experienced a tremendous increase in her urban population. This is most visible in the capital, the primate city of Nairobi. The growth has led to increased pressure on basic needs like housing, transport, water, education and security. Coupled with unequal economic development and social benefits, the result has been the tremendous expansion of informal sectors across f
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