Dissertations / Theses: 'Customs administrations'

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Djargollo, Jairus. "La réforme des administrations douanières : le cas du Tchad." Thesis, Université Côte d'Azur, 2022. http://www.theses.fr/2022COAZ0010.

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Cette thèse est consacrée à l’étude de la Réforme des administrations douanières pouvant se situer dans un contexte général, mais en s’affirmant tout de même sur un cas assez spécifique, concernant l’administration des douanes tchadiennes. C’est pourquoi, elle est intitulée : La Réforme des Administrations Douanières : Le Cas du Tchad.Les administrations des douanes à travers le monde, sont obligées de conduire des réformes, compte tenu de la mondialisation des échanges qui impose les principes de libre échange. C’est un combat en fait, engagé contre toute sorte des barrières douanières qui ont tendance à faire obstacle à ces échanges mondiaux. L’un des objectifs de ces réformes douanières est d’assoir une certaine politique de facilitation des échanges commerciaux internationaux. C’est pourquoi l’OMC et l’OMD collaborent étroitement dans ce sens. Elles sont aussi obligées de rechercher l’adhésion des Etats à travers le monde dans le but de mettre en œuvre le libre-échange. Cette adhésion s’exprime par la réforme des douanes qui sont au cœur des activités du commerce international. Le second objectif se situe sur le plan national, par rapport à l’objectif fixé par l’État Tchadien à travers cette réforme douanière. L’État du Tchad, cherche sur le plan national, la concrétisation de la réforme des douanes à travers un plan d’amélioration des finances publiques. Ce plan est appelé Plan d’Action pour la Modernisation de la Gestion des Finances Publiques(PAMFIP).Cette réforme est bien engagée, mais ne donne pas des résultats satisfaisants. Le choix de ce thème permet de comprendre les difficultés réelles qui se posent à cette réforme, afin de proposer des approches de solution.MOTS CLÉSRéformes des douanes, Douane, Administration des douanes, Droit Douanier, Libre échange, Commerce International, pays en développement, intégration économique, accords internationaux, politisation et dépolitisation de l’administration
This thesis is devoted to the study of the Reform of customs administrations, which can be placed in a general context, but still asserting itself on a fairly specific case, concerning the Chadian customs administration. This is why it is entitled: The Reform of Customs Administrations: The Case of Chad.Customs administrations around the world are obliged to carry out reforms, given the globalization of trade which imposes the principles of free trade. It is a fight in fact, waged against all kinds of customs barriers that tend to obstruct this world trade. One of the objectives of these customs reforms is to establish a certain policy of facilitation of international trade. That is why the WTO and the WCO are working closely together in this regard. They are also obliged to seek the adhesion of states around the world in order to implement free trade. This adhesion is expressed by the reform of customs which are at the heart of international trade activities. The second objective is at the national level, in relation to the objective set by the Chadian state through this customs reform. The State of Chad is looking at the national level for the implementation of customs reform through a plan to improve public finances. This plan is called the Plan of Action for the Modernization of Public Finance Management (PAMFIP). This reform is well under way, but is not producing satisfactory results. The choice of this topic makes it possible to understand the real difficulties which arise with this reform, in order to propose approaches of solution.KEYWORDSCustoms reforms, Customs, Customs administration, Customs law, Free trade, International trade, developing countries, economic integration, international agreements, politicization and depoliticization of the administration

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Measho, Dawit Mehreteab. "Customs administration reform and modernisation in Eritrea." Thesis, Stellenbosch : Stellenbosch University, 2003. http://hdl.handle.net/10019.1/53344.

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Thesis (MPA)--Stellenbosch University, 2003.
ENGLISH ABSTRACT: This thesis offers a descriptive study of the empirical customs issues that are required to reform the Eritrean Customs Administration towards its alignment to the global situation. The first chapter as a general introduction encompasses the background, the research premise and the methodology adopted. The second chapter discusses public service reform by putting emphasis on institutional and regulatory reform as framework of analysis. The intention is to review the generic characteristics of public service reform as macro-environment of customs administration in order to analyze the attributes of the general context shared by customs as a public service. Considering customs as a component of the broader environment of public service, the third chapter of the thesis focuses on the contemporary body of knowledge of customs administration that serves as a conceptual framework and micro-analysis of customs. In this section, the core issues and priorities of customs' service modernisation are highlighted; customs' best practices, standards and procedures as seen from the perspective ofthe new challenges of globalisation are also reviewed. From these reviews chapter three underlies two basic facts. First it is justified that raising customs' operation to a uniform, high standard procedure and achieving excellence in the customs service is a prerequisite for trade and tourism in general and promoting export in particular. Second, investment decisions will be made on the basis of a country's ability to provide an environment that is conducive to maintain a reliable, low-cost flow of goods and components with minimal trade barriers. Furthermore, the international trade, social and economic environments are in fact changing. World economies and communities are becoming more reliant on cooperation, partnerships, understanding and harmonisation. Factors such as growth in trade volume and tourism, trade liberalisation and investment, falling transport and communications costs and increasing international competition are driving customs administrations world-wide to change their traditional procedures. More importantly, customs administrations are expected to manage ever-increasing complexities and levels of transactions with static or ever-decreasing resources. Similarly, customs are requested to strike and maintain the right balance between control and facilitation. Hence, this thesis builds on the premise that Eritrea should align its customs administration to the global situation as an essential institution of national and international policy by reforming and modernising its management methods and operational procedures. In the above idea, while reform measures in customs administration are aimed at identifying alternative ways and means of achieving greater efficiency and effectiveness in the service delivery, customs modernisation implies the change in or adoption of best management practices, standards and procedures facilitated by up-to-date information technology, in order to bring the fun benefits of customs as contributor to economic growth in Eritrea. This positive correlation between effective customs administration and the economic growth ensured - inter alia through increased volume of trade and tourist flows as wen as direct foreign investment - constitutes the bases for reviewing the Eritrean economic background in the fourth chapter, as a macro-context and as a guide for the required reform and modernisation measures in Eritrean customs. The rationale is that any national public sector reform strategy is unlikely to succeed unless it actively takes into account the macro-environment as determinant factor and point of departure in deciding the type of policies, institutions, and resources required for a reform at micro-level. As a result it can be said that the state reforms that have already been carried out in Eritrea are designed to create a favourable atmosphere, among others for the three core potentials for economic growth in Eritrea, namely investment, export and tourism. However, these potentials collectively request customs modernisation for their positive contribution to the Eritrean economy. Subsequently, the aforementioned background brings into perspective the need for reform and modernisation measures in the face of the challenges of globalisation and in line to the intent of the macro-policy reforms and identified potentials of the Eritrean economy. Therefore, the thesis analyzes in the fifth chapter the customs practice in Eritrea. And thereafter, it is concluded by the two underpinning parameters as essentials for transforming the practice of customs in Eritrea. First, institutional transformation is required in the sense that one of the critical capabilities that have lacked is the ability to formulate and analyse policies. Typically this implies that customs has been lacking institutions and their infrastructure along with the human resource base that reflects the specialisation that is needed. Second, regulatory transformation is required in the sense that there should be an updated enabling environment in place as an instrument to implement policies.
AFRIKAANSE OPSOMMING: In hierdie tesis word verslag gedoen oor 'n deskriptiewe navorsingstudie ten opsigte van die empiriese doeane-kwessies wat nodig is om die Eritrese doeane-administrasie te hervorm ten einde dit in lyn te bring met die situasie wêreldwyd. Om dit te kan doen, word die hervorming van die staatsdiens in die tweede hoofstuk bespreek en word klem gelê op institusionele en regulatoriese hervorming as raamwerk vir die analise. Die bedoeling is om 'n oorsig te verkry van die generiese kenmerke van staatsdienshervorming as makro-omgewing van doeaneadministrasie ten einde die eienskappe te analiseer van die algemene konteks wat deur doeane, as staatsdiens, gedeel word. In die derde hoofstuk van hierdie tesis word aan doeane as komponent van die groter omgewing van die staatsdiens aandag gegee, en word daar ook op die kontemporêre kennisgeheel van doeane-administrasie wat as konseptueie raamwerk en mikro-analise van doeane dien, gefokus. In hierdie afdeling word die kernvraagstukke en prioriteite ten opsigte van die modernisering van die doeanediens belig. Doeane se beste praktyke, standaarde en prosedures, soos gesien vanuit die perspektief van die nuwe uitdagings van globalisering, word ook in oënskou geneem. Volgens hierdie oorwegings is daar twee feite grondliggend aan Hoofstuk 3. Eerstens is dit verantwoordbaar dat verbetering van die werkswyse van die doeane tot 'n uniforme, hoëstandaardprosedure en die bereiking van uitmuntendheid in die doeanediens 'n voorvereiste is vir handel en toerisme in die algemeen en vir die bevordering van uitvoer in die besonder. Tweedens sal beleggingsbesluite geneem word op die basis van 'n land se vermoë om 'n omgewing te verskaf wat bevorderlik is vir die instandhouding van 'n betroubare laekostevloei van goedere en komponente met 'n minimum handelsbeperkinge. Verder is internasionale handel sowel as die sosiale en ekonomiese omgewings besig om te verander. Wêreldekonomieë en -gemeenskappe raak al meer afhanklik van samewerking, vennootskappe, begrip en harmoniëring. Faktore soos die groei in handelsvolume en toerisme, handelsbevryding en belegging, dalende vervoer- en kommunikasiekoste en toenemende internasionale mededinging dwing doeane-administrasies wêreldwyd om hulle tradisionele prosedures te verander. Belangriker selfs is dat daar van doeane-administrasie verwag word om steeds toenemende kompleksiteite en transaksievlakke met statiese en geleidelik kwynende hulpbronne te behartig. Insgelyks word van doeane verlang om die regte balans tussen beheer en fasilitering te verkry en te handhaaf. Hierdie tesis bou dus op die premis dat Eritrea as 'n essensiële instelling van nasionale en internasionale belang sy doeane-administrasie op een lyn moet bring met die situasie wêreldwyd deur hervorming en modernisering van die bestuursmetodes en operasionele prosedures. In die bostaande gedagte impliseer modernisering van doeane die verandering in of aanpassing van bestebestuurspraktyke, standaarde en prosedures gefasiliteer deur byderwetse tegnologie, alhoewel hervormingsmaatreëls in doeane-administrasie op identifisering van alternatiewe middele tot groter doeltreffendheid en doelmatigheid ten opsigte van die dienslewering gemik is om daardeur die volle voordeel van die doeane se bydrae tot die ekonomiese groei in Eritrea te verwesenlik. In die vierde hoofstuk maak die positiewe korrelasie tussen effektiewe doeane-administrasie en ekonomiese groei, wat onder andere deur verhoogde volume "in die handels- en toeristevloei sowel as direkte buitelandse belegging verseker is, die basis uit vir hersiening van die Eritrese ekonomiese agtergrond. Hierdeur word 'n makrokonteks verkry om as gids te dien vir die vereiste maatreëls vir hervorming en modernisering in die Eritrese doeane. Die beredenering hiervoor is dat dit onwaarskynlik is dat enige nasionale openbaresektorstrategie sal slaag tensy dit die makro-omgewing, as deurslaggewende faktor en vertrekpunt in die besluit ten opsigte van beleide, instellings en hulpbronne wat benodig word vir hervorming op mikrovlak, daadwerklik in gedagte hou. As gevolg hiervan kan gesê word dat staatshervorming wat reeds in Eritrea teweeggebring is, ontwerp is om 'n gunstige atmosfeer te skep, onder andere vir die drie kemmoontlikhede vir ekonomiese groei in Eritrea, naamlik belegging, uitvoer en toerisme. Gesamentlik vereis hierdie moontlikhede egter modernisering van die doeane indien hulle 'n positiewe bydrae tot die Eritrese ekonomie wil maak. Die voorafgaande agtergrond bring dus nou die behoefte aan maatreëls vir hervorming en modernisering in perspektief, met die oog op die uitdagings van globalisering en gevolglik die bedoeling van die makro-beleidshervormings en geïdentifiseerde moontlikhede vir die Eritrese ekonomie. Daarom analiseer hierdie tesis in die vyfde hoofstuk die doeanepraktyk in Eritrea. Daarna word die verslag afgesluit deur die twee stawende parameters as grondtrekke vir hervorming van die doeane-praktyk in Eritrea. Institusionele hervorming is eerstens nodig in die sin dat een van die kritieke bevoegdhede wat tot dusver ontbreek het, die vermoë is om beleide te formuleer en analiseer. Dit impliseer duidelik dat dit die doeane tot dusver ontbreek het aan instellings en hulle infrastruktuur tesame met die menslikehulpbronbasis wat die vereiste spesialisering weerspieël. Tweedens word regulatoriese transformasie benodig in die sin dat daar 'n bygewerkte bemagtigende omgewing moet wees as 'n instrument om hierdie beleide te implementeer.

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Cai, Sixing, and 蔡思行. "One country, two systems: shipping and maritime customs affairs in Hong Kong and Guangdong Province (1897-1910)." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2013. http://hub.hku.hk/bib/B50218803.

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Addo, Atta. "IT-enabled rationalization of public administration in developing countries : essays on Ghana's customs modernization." Thesis, London School of Economics and Political Science (University of London), 2017. http://etheses.lse.ac.uk/3563/.

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Through a series of three standalone yet related essays, this thesis theorizes effects of the government administration context in developing countries on situated IT-enabled practices. It develops arguments on the capacity of the institutional logics perspective for explaining complex interactions between the broader social context and IT-enabled practices carried out by situated actors in the public administration of developing countries. We theorize IT-enabled rationalization—a process through which inefficiencies, and dysfunctional institutionalized practices are transformed through IT—as the hybridizing outcomes from the resolutions in practice of often incompatible institutional logics of administration with those introduced by IT. Through a case study of IT modernization initiatives at Ghana’s customs organization, these arguments are developed by identifying historically formed administration logics and the consequences of their interplay with idealtypic public administration logics introduced through IT. We find that rather than forcing out dysfunctional practices and replacing them with IT-driven ones i.e., replacing old logics with new, as is often an implicit goal of IT adoption in such settings, the two sets of incompatible logics are instead comingled in practice through a process identified as blending. This suggests that IT adoption in the public administration of developing countries might enable rationalization, although not independently of countervailing broader institutional context.

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Verbauskienė, Lina. "Effect of customer experience on satisfaction and intentions of hospitality customers." Doctoral thesis, Lithuanian Academic Libraries Network (LABT), 2014. http://vddb.library.lt/obj/LT-eLABa-0001:E.02~2014~D_20141222_102513-16573.

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The analysis of the concept of customer experience, the types and peculiarities of customer experience, the concepts of experience and experiential marketing, the meaning and differences between these two concepts, the main aspects and peculiarities of these concepts are presented in the theoretical part of the thesis. This part of the paper also focuses on the explanation of the concept of hospitality and the composition of the sector of hospitality services. The peculiarities of hospitality customers, their experiences and application of experience marketing in the sector of hospitality are also explained in the theoretical section. The theoretical modelling of the effect of hospitality customers on customer satisfaction and intentions was made after the analysis of all the concepts mentioned. In order to reason the methodology of future research, the second part of the paper presents the empirical studies performed by other scientists. The methodological reasoning of research, instruments, logical structure of research and description of research process are described in the second part of the thesis. The third part of the paper presents research results and their interpretations regarding the effect of customer experience on satisfaction and intentions of hospitality customers based on experience marketing. Research results permits to confirm the hypotheses of the research and show the strength and relationships between variables researched. Having considered research... [to full text]
Teorinėje disertacijos darbo dalyje išnagrinėta vartotojų patirties sąvoka, išanalizuoti vartotojų patirties tipai, pateikiant jų sampratas ir ypatumus, pateikta patirties ir patyriminio marketingo sąvokos, išsiaiškinta šių sąvokų prasmė ir skirtumai, bei pateikiami pagrindiniai šios koncepcijos aspektai ir ypatumai. Išanalizuota svetingumo samprata bei apibrėžta svetingumo paslaugų sektoriaus sudėtis. Pateikti svetingumo paslaugų vartotojų ir jų patirčių bei patirties marketingo taikymo ypatumai šiame sektoriuje. Atlikus šių koncepcijų analizę, atliktas svetingumo paslaugų vartotojų patirties poveikio vartotojų pasitenkinimui ir ketinimams teorinis modeliavimas. Antrojoje darbo dalyje, norint pagrįsti būsimo tyrimo metodologiją, aptarti kitų mokslininkų atlikti empiriniai tyrimai. Pateikiamas metodologinis tyrimo pagrindimas, instrumentarijai, loginė tyrimo struktūra ir tyrimo proceso aprašymas. Trečiojoje darbo dalyje yra pateikiami vartotojų patirties poveikio svetingumo paslaugų vartotojų pasitenkinimui ir ketinimams patirties marketingo pagrindu tyrimo rezultatai ir jų interpretacijos. Tyrimo rezultatai parodė darbe keliamų hipotezių patvirtinimą bei stiprumą ir ryšius tarp tiriamų kintamųjų. Gavus tyrimo rezultatus, atskiriems svetingumo paslaugų sektoriams yra pateikiamos rekomendacijos, kaip vertinti ir valdyti skirtingas vartotojų patirtis.

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Pasqualeto, Julio Cesar Medeiros. "Os fatores impactantes dos custos administrativos nos fundos de pensão brasileiros." Universidade do Vale do Rio dos Sinos, 2015. http://www.repositorio.jesuita.org.br/handle/UNISINOS/3571.

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A administração das Entidades Fechadas de Previdência Complementar (EFPC) apresentam diferenças entre si. Principalmente em relação aos seus custos administrativos, pois é uma das premissas de cálculo do benefício contratado, afetando a aposentadoria e o futuro dos participantes. O custo administrativo é um dos fatores de diminuição da rentabilidade, ocasionando a redução da taxa de retorno dos investimentos. Devido à importância dos custos administrativos, foi aprovada em 2009 pelo órgão regulador a Superintendência Nacional de Previdência Complementar (PREVIC), a Resolução CGPC nº 29, que determina as regras e os prazos de enquadramento para os fundos de pensão que apresentam índices de custos administrativos acima dos limites tratados na respectiva lei. Assim, esta pesquisa analisa quais fatores estão relacionados com o total do custo administrativo, utilizando uma amostra de dados divulgados pela PREVIC das EFPC, nos exercícios de 2005 a 2013. Foram analisadas 235 EFPC por ano. Como metodologia foram utilizadas estimações via Mínimos Quadrados Ordinários (MQO) e painel com efeito fixo e aleatório com um total de 2.115 observações. Dessa forma, o estudo conclui que o total dos investimentos, rentabilidade e o número de participantes estão estatisticamente relacionados com o total dos custos administrativos. Em outras palavras, o aumento dessas variáveis explica o aumento dos custos administrativos, que apresentou um crescimento em proporções menores que as variáveis explicativas, comprovando assim o ganho de escala desse mercado. Verificou-se também, através da análise descritiva, problemas de agência nas entidades de patrocínio público em relação às entidades de patrocínio privado. Conclui-se ao final do estudo que existe relação direta das variáveis com o custo administrativo, sendo que o ganho de escala se apresenta como uma alternativa viável na gestão dos fundos de pensão que possuem elevados custos administrativos.
The administration of Closed Supplementary Pension Entities (EFPC) show differences by themselves. Mainly related to their administrative costs, which is one of the premisses in the calculation of future benefit, affecting the participants' retirement and future. The administrative cost is one of the factors that reduces rentability, causing the reduction of the investment return tax. Due to the importance of administrative costs, it was approved in 2009 by the regulator organ - The National Superintendence of Pension funds (PREVIC), the resolution CNPC n. 29, which determine the rules and the deadlines to framework to the pension funds that present administrative costs index above the limits treated in this resolution. Thus, this research analyses which factors are related to the administrative costs, using a sample with information released by the PREVIC from EFPC, from the exercises from 2005 to 2013. Were analysed 235 EFPC for year. The methodology used estimations with Ordinary Least Squares (OLS) estimations, and fixed or random effects panel, with a total of 2.115 observations. In this way, the study concludes that the total investment, the rentability and the number of participants are statistically related to the total of administrative costs. In other words, the raise of these variable explains the raise in the administrative costs, which presented a growth in smaller proportions than the explanatory variables, proving the existence of economies of gains in this market. It was verified too, through descriptive analysis, agency problems in the entities of public sponsorship in relation to the private sponsorship entities. It is concluded in the end of the study that there is a direct relation from the explanatory variables with the administrative cost, with economies of scale presented as a viable alternative in the management of pension funds that have high administrative costs.

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Turton, WE. "The centralisation of administration in commercial relationship banking." Thesis, Cape Technikon, 2001. http://hdl.handle.net/20.500.11838/960.

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Thesis (MTech(Business Administration)--Cape Technikon, Cape Town, 2001
During the last decade, commercial banking competition has intensified for a variety of reasons. With shareholders requirements to satisfY and, at the same time to provide ''value for money" to i!s clients, banks restructured themselves to serve niche market segments, increase critical mass by growing volume business or a combination of both. With the change in political dispensation, the urgency for banks to evolve intensified for the following prime reasons: I. The increased number offoreign banks ~ntering the South African market and cherry-picking the commercial banks' best clients and employees. This was facilitated by the foreign banks low cost of entry and low overhead cost structure coupled with cheaper availability of offshore funding for South African businesses. 2. Increased emigration rates reducin6 the availability ofskilled and trained bank employees. 3. The stagnation ofthe economic emironment resulting in low organic growth of the business client base from the traditional white o\\ned segment. 4. The largely neglected black business segment which became politically. if not economically. attractive to the local banks. Against this background. commercial ban:,s strategies changed involving restructuring the internal organisation to refocus the banking industr.. efforts in achieving its profit objectives. satisfYing and keeping its clients and attracting new clients. primarily, from the local competitor banks.

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Tang, Yin Juliymiki. "A study of the training strategies for inspectorate officers in the Customs and Excise Department." Hong Kong : University of Hong Kong, 2002. http://sunzi.lib.hku.hk/hkuto/record.jsp?B25139605.

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Mak, Hoi-wan Walter. "An evaluative study on the new performance appraisal system for inspectorate grade officer in the Hong Kong Customs & Excise Department." Click to view the E-thesis via HKUTO Click to view the E-thesis via HKUTO, 2004. http://sunzi.lib.hku.hk/hkuto/record/B43892723.

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Ventaglio, Daniele. "Knowledge management driving customer behavior." Thesis, Pepperdine University, 2013. http://pqdtopen.proquest.com/#viewpdf?dispub=1541786.

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Addressing the needs and wants of the customers increases the intention of the customers to remain loyal to the company that satisfies their wants and needs. Knowledge Management (KM) and Customer Relationship Management (CRM) have both been shown to impact customer behavior. The purpose of this thesis was to explore and understand the impact of KM supported by a CRM on customer behaviors, specifically customer loyalty and customer perceived value. The results indicate that in order for KM and CRM to be effective in affecting positive changes in organizations, certain conditions need to be met. These include having employees perceive the importance of the implementation of KM and CRM approaches / processes through incorporating both KM and CRM in the business culture. All employees of all levels of the company need to have the same objective, scope and roles and responsibilities are clear defined and communicated. Both KM and CRM end-to-end processes need to be supported by one stable, easy to use, and easily accessible system with a high sophisticated search engine. The significance of this study is three-fold: for the academic community, for the companies that aim to attain competitive advantage over others, and for the customers of these companies.

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Bae, Young Han. "Three essays on the customer satisfaction-customer loyalty association." Diss., University of Iowa, 2012. https://ir.uiowa.edu/etd/3255.

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The association between customer satisfaction and customer loyalty is one of the most central relationships for marketing theory and practice. To improve our understanding of this essential relationship in marketing, we develop a comprehensive and flexible theoretical framework for analyzing the association between customer satisfaction and customer loyalty, which simultaneously incorporates heterogeneity in the possible dimensions of competitive settings. This theoretical framework is grounded by more than 40 years of academic and practitioner research on the association between these two constructs, which allows us to more precisely examine the true nature of the association between satisfaction and loyalty by incorporating competitive setting heterogeneity. In addition, we test our theoretical framework by estimating a 3-level empirical hierarchical linear model, using American Customer Satisfaction Index data and several customer, firm and industry characteristics. Our findings indicate that the true nature of the association between satisfaction and loyalty is significantly influenced by competitive setting differences. Accounting for such differences allows firms and managers to significantly increase their ability to effectively convert satisfaction investments into loyalty. Also, we identify important trade-offs between the intercept and slope of the association between the two metrics, indicating that firms' incentives to invest or not in satisfaction differ dramatically across industries. Depending on the shape of their satisfaction-loyalty curve, firms can obtain a certain level of loyalty by indirectly choosing how much to invest in satisfaction. Therefore, customer satisfaction must be treated as an endogenous variable. In our subsequent analysis, we control for both satisfaction endogeneity and competitive settings heterogeneity using a Two-Stage Least Squares 3-level hierarchical linear model, correcting the standard error estimates via a jackknife procedure. This research provides precise, important theoretical and managerial insights, and broadens our understanding of the essential features of the satisfaction-loyalty relationship.

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Danielsson, Axel, and Simon Broström. "A Happy Customer is a Paying Customer." Thesis, Umeå universitet, Företagsekonomi, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-166564.

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This cross-sectional study has investigated the relationship between how parents perceive retail stores that try to be more family friendly. It has also examined which factors parents value when it comes to stores being family friendly. Very little public research has been done on the subject of what parents’ value when it comes to store design, which is why the authors chose this topic. The theoretical framework, as well as the questions used in the interviews, were based on theories the authors deemed connected to the subject in question. The main areas from which the authors have used theories range from competitive advantages, targeting and segmentation, consumer loyalty and the connection between stress and shopping. Four themes were identified through the literature, and qualitative interviews were conducted over the phone based on the themes. Observations were also collected in retail stores to further explore the themes. Building on these themes, we suggest four propositions based on the data collected which can be further researched. Since the purpose of this paper was to allow respondents to freely discuss factors they value, a qualitative approach was used for the study. The interview subjects were approached while shopping with their children, and a phone interview was scheduled for later. The authors also collected observational data in three stores with different degrees of family friendliness, to further add further foundation to their themes. In addition, the authors present a theoretical model, based upon the four propositions presented. The authors have found that the most common feeling parents associate with shopping while accompanied by their children is stress. Because of this, shopping becomes an unpleasant experience that parents try to finish as quickly as possible, often resulting in fewer items bought. It was also discovered that parents have more positive feelings towards stores that try to be more family friendly. Through the interviews and observations, a pattern was discovered. Families spent longer time and purchased more goods in stores with family friendly solutions installed. Through interviews, many different elements that can reduce parents shopping stress were identified. The main thing the authors take away from the interviews is the fact that what parents value the most, is feeling welcome when they bring their children with them. Stores that implement even small solutions, contribute to parents feeling validated, which then reduces their stress levels. Our conclusion is that store owners need to realize that it does not have to be hard to attract more families. Implementing elements in their stores that aid families in different ways will contribute to increased sales and happier customers. The authors also give suggestions on further research, namely on the relationship between pricing or location-elasticity versus family friendliness, as well as to which degree children in stores may have negative impacts on other shoppers. Key concepts: Stress, Consumer Decision Making, Customer Loyalty, Shopping with Children, Competitive Advantage, Customer Segmentation, Targeting

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Hammers, Karin, Almina Herrlin, and Adam Johansson. "Customer experience through packaging in an online context : Creating value to neo-luxury customers in Generation Y." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-96059.

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The development of technology has contributed to a fast-growing market for e- commerce. Through e-commerce, the physical interaction has decreased, and new interaction tools have been implemented to gain competitive advantage. Packaging is one way to communicate with customers and often the first physical contact with brands when purchasing online. Packaging can create value and enhance the customer experience. The purpose of this research, from a business perspective, is to investigate how designed packaging from an online neo-luxury brand affects customers within Generation Y (1980-1994) when the product is received. The study aim to provide an understanding of how the customer experience can be affected through designed packaging. This study applied a qualitative research method with a deductive approach in order to answer the research questions and the purpose. Semi-structured interviews were conducted with Swedish citizens within Generation Y that have purchased products from neo-luxury brands. The result of the study shows several aspects of how packaging can contribute to better customer experience. When customers’ expectations on packaging are surpassed, the customer experience is affected positively. Packaging containing tissue paper and gifts enhance the unboxing experience. Packaging is a way for companies to create value and affect customers’ attitudes towards brands. Satisfaction is affected by expectations and packaging can contribute to a better overall experience.

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Harantová, Lenka. "Systémy a projekty e-Customs a jejich implementace v Celní správě ČR." Master's thesis, Vysoká škola ekonomická v Praze, 2009. http://www.nusl.cz/ntk/nusl-15333.

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Diploma work called "E-customs'systems and projects and their implementation in the Customs administration of the Czech Republic" is intended to provide interested parties with an overview of systems, projects and key issues related to the evolution of the European electronic customs initiative and the present state of play especially in the Czech Customs administration. Subject of e-Customs is a collection of information customs systems and projects in order to exchange data and communicate between the customs and economic operators in a secure manner. Systems and project of e-Customs are set up in the individual parts of the present work with the stress of the link to legal, operational and technological instruments, both at Community and national level to allow for an efficient implementation of electronic customs systems. The work includes evaluation of the successfully launched and today stable transit and export systems and recommendation to accept measures leading to higher efficiency from the side of the Czech customs administration. The work is a sufficient information source of the e-Customs programme devoted not only to employees of the Czech Customs administration, but to all subjects related to customs procedures.

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Weiss, Thomas. "Das Weltzollrecht der WTO und Kyoto-Übereinkommen am Beispiel der ASEAN und Indonesiens /." Hamburg : Kovač, 2006. http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&doc_number=014662593&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA.

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Åberg, Emil, and Yeshodeep Khati. "Artificial Intelligence in Customer Service : A Study on Customers' Perceptions regarding IVR Services in the Banking Industry." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-75300.

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Title: Artificial Intelligence in Customer Interactions: A Study on Customers' Perceptionsregarding IVR Services in the Banking Industry Purpose: The purpose of this paper was to explore consumer perspectives on automated IVRcustomer services. Design/methodology/approach: This research paper was conducted qualitatively, where theresearchers developed a framework and a suggested model based on existing research andcollected primary data from eight interviews with open-ended questions. The collected datawas coded so that the researchers could spot patterns in the responses which were thendiscussed in relation to previous studies. Based on the results of the data analysis thedeveloped model was also discussed and revised. Findings: The findings of this study suggest that consumers are skeptical towards IVRtelephone customer service and believe that the service quality would be lower than regulartelephone service. The findings do however show that consumers are willing to try to adjust tonew technology as long as there are alternatives if they are not satisfied. Research implications: Managers should focus on delivering quality service to all of theirconsumers and therefore need to consider how well their services can fulfill the needs of theirconsumers. If the quality of the technology cannot provide the service that is expected there isstill a need for regular telephone customer service or else the company might suffer in thelong run. Originality/value: This study is, to the best of our knowledge, the first to explore the topic ofcustomers perceptions of AI in customer service. Keywords: IVR, AI, Customer Service, Banking, Customer Satisfaction, Wait time, TAM,Technology Acceptance Model, Sweden

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Bux, Fardeen. "The deductibility of losses incurred by a taxpayer as a result of senior employee theft, fraud or embezzlement." Thesis, Nelson Mandela Metropolitan University, 2013. http://hdl.handle.net/10948/d1020608.

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SARS has issued a draft interpretation note dealing with the deductibility of expenditure and losses arising from embezzlement and theft by employees noting that it is not prepared to accept, as a general proposition, that embezzlement and theft by senior managers have become a risk which is inseparable from business. There is however another view that is in direct contradiction with SARS. An analysis of global fraud surveys reveal that senior employee fraud is on the increase. In South Africa, criminal cases against senior employees in the private and public sector indicate that their behaviour can lead to an expectation of theft, fraud or embezzlement at that level of employees. The tests developed by the courts for the deduction of expenditure or losses in terms of the general deduction formula require that such expenditure or loss be attached to the performance of a business operation bona fide performed for the purpose of earning income and will be deductible whether such expenditure or losses are necessary for its performance or attached to it by chance. It is submitted that the increase in fraud and behaviour of senior employees noted in the criminal courts have resulted in a change in the economic environment supporting the contention that theft, fraud or embezzlement are an inherent risk to business in South Africa. In addition, global precedence supports the view that senior employee defalcations are deductible but only to the extent that the perpetrator is not in a proprietor or shareholder role. SARS therefore appears to be turning a blind eye to the risk of theft, fraud or embezzlement by senior employees but there is sufficient evidence to support a taxpayer wishing to claim a deduction for such loss. In light of international precedence, National Treasury should enact legislation allowing a deduction or alternatively, SARS should align its view with such precedence.

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Марченко, В. О. "Дослідження ефективності організації митної служби (на прикладі Сумської митниці)." Master's thesis, Сумський державний університет, 2021. https://essuir.sumdu.edu.ua/handle/123456789/87115.

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У роботі була проведена характеристика сучасного стану митної служби в Україні. Подана загальна характеристика митної служби України та розглянуто організаційно – управлінську структуру митної служби України. Проведений порівняльний аналіз організаційних структур та функціонуванню митних органів у зарубіжних країнах. Визначені особливості організації митної служби у європейських країнах та розглянутий досвід США у сфері митного адміністрування. З’ясовано можливість застосування досвіду щодо реалізації закордонного митного адміністрування в Україні. Розглянуто основні аспекти та особливості діяльності Сумської митниці та організаційні зміни у структурі її діяльності.

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Yang, Xi, Yifan Liu, and Hanbing Zhu. "A study of the chips packaging among young consumers in Sweden : From the perspective of customer satisfaction and customer’s purchase decisions." Thesis, Linnéuniversitetet, Institutionen för organisation och entreprenörskap (OE), 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-98444.

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The purpose of the study is to understand the satisfaction of young customers living in Sweden for a long time with the packaging of chips and the impact of packaging on their chip purchase and to discuss corporate social responsibility in connection with environmental sustainability. In this study, theoretical analysis, interviews, and focus groups are used as the research methods. Through the analysis of collected data and combined with the theory to carry out a comprehensive analysis. Through the analysis, it is found that the color, picture, and shape of packaging in the chips market in Sweden are the main factors affecting customers' purchase. It is also found that young customers still attach great importance to the sustainable development of the environment and think that the company should be responsible for this. The findings of this study can be considered to provide customers with real ideas for companies who want to understand the Swedish chip market and help them develop the Swedish market. Due to the lack of research on the packaging market in Sweden, the researchers hope that this study can be helpful to the relevant research.

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Dunn, Nicholas Roger. "The castle, the custom house and the cabinet : administration and policy in famine Ireland, 1845-1849." Thesis, University of Oxford, 2007. http://ora.ox.ac.uk/objects/uuid:e2df9d8d-27b3-4785-afce-453ec8984d21.

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It is the contention of this thesis that the activities of, and the influences on, the senior administrators based in the Castle and the Custom House in Dublin during the Great Irish Famine are an essential element to understanding the formulation and execution of Irish Famine relief policy. The principal aim of the study is to articulate the role played by these administrators in the formulation of relief policy. Emphasis is also given to the debates in the Cabinet over Irish relief policy and the influence of the administrators on those debates. The subject of the first chapter is the Science Commission. It examines in turn Peel's motivations for establishing the Science Commission, the chronology of events leading up to its establishment and the activities of the Commissioners both in England and Ireland. The second chapter concerns the Scarcity Commission established by Peel and Graham. It explores the motivations behind the selection of individual Commissioners and the relationships between the Commissioners. It also considers and contrasts the tasks that were officially assigned to the Commissioners and the limited use to which their conclusions were put by the Government. Chapters three and four deal with the Board of Works and in particular its influence on the formulation and administration of relief policy of Richard Griffith, Thomas Larcom, and Harry Jones. The activities of the Commissioners after the reconfiguration of the Board of Works by Act of Parliament in 1846 are examined and the fourth chapter seeks to establish in detail the political context surrounding-the decision to abandon relief by public employment as revealed in the Cabinet discussions at the time. The final chapter examines the actions of Edward Twisleton in Ireland during the Famine and his influence, or lack of it, on the formulation of relief policy. A detailed account is offered of the political context of the Poor Law Extension Act. Twisleton's relationships with both the Treasury and Clarendon, and the motives underlying his resignation in March 1849, are investigated.

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Lackner, Dennis Finn. "Humanism and administration in the Camaldolese Order (1480-1513)." Thesis, University of Oxford, 2000. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.670209.

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Park, Hyeyoung Helen. "Determinants on Mechanism of Emotional Marketing| Emotional Intelligence, Perception of Emotional Labor' Action, Efficacy and Customer' Coping Strategy on Customer Satisfaction." Thesis, Oklahoma State University, 2013. http://pqdtopen.proquest.com/#viewpdf?dispub=3598952.

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This study was to examine to identify the determinants on mechanism of emotional marketing in the restaurant business. The previous studied mostly examined to find out the service failure from the service qualities by service employees and by the service facilities. Limited studies were conducted to identify the service failure based on the emotional relationships among customers' emotional intelligence, and interactions to recover service failure from emotional labors as well as from customers.

The purposes of this study were conducted three steps. First, this study examined to identify how different characteristics of customer' characteristics of emotional intelligence such as perceiving emotion, social management, understanding emotion, use of emotion, and managing emotion can interact with 1) customer' perception on emotional labor' acting-out (deep and superficial), 2) customer' efficacy (for self and for other), 3) customer' coping strategy (emotional coping focus and problem coping focus) under unexpected service failure circumstances. Secondly, these three major theoretical constructs were tested to identify the statistical associations with customer' participation and satisfaction. Lastly, the group differences were conducted to test the mean differences between gender in customer' emotional intelligence, ethnicity, nationality and interactions between ethnicity and nationality.

The total of 598 responses was used for the group differences and the final structural equation modeling. Independent samples t-test was used to identify the mean differences between gender, and the Multivariate Analysis of Variance (MANOVA) was conducted to test the vector differences between the two ethnicity groups and nationality origins from the western countries and the eastern countries.

The findings from the group differences explained 1) customer' emotional intelligence has statistical differences between male and female customers, 2) customer' EI had significant meanings in the vector differences among ethnicity, nationality, and interactions of ethnicity and nationality between the western countries and eastern countries. The comparative fit index of the final competing structural model was 0.918, RMSEA = 0.059, thus the overall SEM fit indices were over the cut-off of the powerful model fits. Thus, the this study identified the determinants on mechanism of emotional marketing using the theoretical constructs of EI, emotional labor's action, customer efficacy, coping strategy on customer satisfaction under unexpectedly encountered service failure and the interactions among emotional changes in the service recovery from emotional labors as well as customers. This study contributes to establish theory on how customer' different characters of the EI can associate with different emotional constructs in this studies for hospitality, tourism and service oriented industries.

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Mårtensson, Ann, Per Sandberg, and Carl Scharmer. "Retain your customers." Thesis, Jönköping University, JIBS, Business Administration, 2005. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-97.

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Customer relations are of great concern for companies, even more today than before since the business environment is more competitive due to the increasing number of actors in the market. Regarding service firms, the relations are of even greater importance due to that services are more complex than products and also more correlated to the actual firm than a physical product. Firms within this business therefore have to concentrate even more on their customer relations. With this in mind, strategies about customer relations are discussed in this thesis as well as customers’ needs, satisfaction and loyalty. If a company does not fulfill the customer’s needs and expectations it will be difficult to get satisfied and loyal customers. It can be the small details that can make the difference between a satisfied and a dissatisfied customer. This can be; listen to the customers, observe them and try to find similarities between the customers, their businesses and the consultants business, to find synergies between these. In addition, to help the customers to develop and change, let them give feedback and complain, so the company can identify how the company performs. This will hopefully end up in loyal and satisfied customers.

To see how a company manages its customer relations, interviews with a specific company and its customers will be conducted. The company’s view will thereafter be compared with their customers’ view as well as the theory, to try to find similarities and differences between them. Conclusions are drawn from aspects where the company and its customers have unlike opinions as well as where the opinions are similar. It can also be concluded that the chosen company’s customer relations and how these are retained differs from the theory in some approaches.

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鄧燕 and Yin Juliymiki Tang. "A study of the training strategies for inspectorate officers in the Customs and Excise Department." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2002. http://hub.hku.hk/bib/B31967000.

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Žiedelienė, Rūta. "Rusijos, Baltarusijos ir Kazachstano muitų sąjungos įtaka krovinių srautų formavimuisi." Master's thesis, Lithuanian Academic Libraries Network (LABT), 2012. http://vddb.laba.lt/obj/LT-eLABa-0001:E.02~2012~D_20120703_152446-20349.

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Šiais, spartaus ekonomikos augimo laikais, vis svarbesnis tampa tarptautinės prekybos klausimas. Šiandien, nei viena valstybė negali pasiekti ekonominio augimo, jeigu aktyviai nesireiškia ir nedalyvauja tarptautinėje prekyboje. Siekdamos kuo geriau įsitvirtinti pasaulinėse rinkose, šalys vis labiau pasineria į užsienio prekybos politikos procesus, kas lemia spartų prekybos sąlygų keitimąsi. O šis prekybinių sąlygų pasikeitimas sąlygoja šalių būrimąsi į bendras sąjungas. Ne išimtis ir neseniai pradėjusi veikti Rusijos, Baltarusijos bei Kazachstano (toliau RBK) muitų sąjunga. Darbe daug dėmesio skiriama šios muitų sąjungos kūrimosi bei funkcionavimo procesų nagrinėjimui. Šio darbo tikslas ir yra išanalizuoti RBK muitų sąjungos kūrimąsi ir funkcionavimą bei poveikį tarptautinei prekybai ir muitinės priežiūrai. Magistriniame darbe buvo atlikta ES bei RBK muitų sąjungų lyginamoji analizė, aptarti jų panašumai ir skirtumai. Darbe taip pat vertinama RBK muitų sąjungos įtaka Lietuvos tarptautinei prekybai su Rusija ir Baltarusija, prekių srautams bei muitinės formalumams. Darbe panaudoti keturi metodai: teorinis, analizės, empirinis bei apibendrinimo metodai. Remiantis jais, pirmoje darbo dalyje yra pateikiama tarptautinės prekybos samprata ir jos reguliavimo priemonės, taip pat nagrinėjama muitų sąjungos samprata ir jos formavimo pagrindai. Antroje dalyje aptariamos RBK muitų sąjungos ištakos, funkcionavimas ir plėtra, nagrinėjami ES ir RBK muitų sąjungų panašumai ir skirtumai... [toliau žr. visą tekstą]
The rapid growth of countries economy and politics, becomes an increasingly important issue for international trade. Nowadays, there are no countries that can achieve economic growth while not participating an being active in an international trade. In order to get better positions in global markets they become increasingly immersed in to the foreign trade policy processes. The rapid change in terms of trade causes the unionize of countries into different kinds of unions. RBK customs union it is not an exception. So, this work mostly focuses on the examination of this customs unions creation and functioning. The aim of this study is to analyze RBK customs unions functioning and influence on international trade and customs procedures. The comparative analyses of customs union was carried out in this work. It also evaluated the influence of RBK customs union to the Lithuanian international trade and customs procedures. Four methods were used, in order to examine and analyze this. That is: theoretical, analytical, empirical and concluding methods. According to these methods the first part of the work studies the theoretical aspect of modern international trade regulations, presents the formation of customs union and discusses Lithuania integration into the EU. The second part deals with the origin and establishment of RBK customs union, evaluates its functioning and development, analyses similarities and differences between EU and RBK customs unions. The third part discusses... [to full text]

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Araújo, Roberto Pinto de. "Análise do nível de aderência do modelo conceitual do sistema de custos às teorias da contabilidade de custo: experiência no governo federal para configuração e implantação do sistema de informações de custos - SIC." Universidade do Estado do Rio de Janeiro, 2011. http://www.bdtd.uerj.br/tde_busca/arquivo.php?codArquivo=2663.

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Este estudo expõe os objetivos, as diretrizes, o modelo conceitual e o processo desenvolvido para a implantação do Sistema de Informações de Custos do Governo Federal (SIC), descrevendo e explicando o marco conceitual e suas principais características, a abordagem em três dimensões (conceitual, tecnológica e cultural), as razões para os procedimentos adotados na sua construção, trabalhando a correspondência entre os conceitos da contabilidade governamental e da contabilidade de custos. O trabalho teve como proposta identificar e apresentar a configuração do sistema de informações de custos (SIC) a ser adotado pelo Brasil no âmbito da Administração Pública Federal como uma solução conciliatória junto aos atores envolvidos, e analisar e revelar o nível de aderência do SIC às teorias da Contabilidade de Custos, para tal fim foi desenvolvida a pesquisa exploratóriodescritiva, socorrendo-se em pesquisas bibliográfica e documental; na coleta de informações aplicando as técnicas de entrevista e observação direta intensiva; e na análise dos dados levantados, a técnica de análise de conteúdo. A importância do SIC é enfatizada como elemento de mensuração de custos, de melhoria da qualidade do gasto público e de vetor indutor da construção da mentalidade de custos na Administração Pública Federal que, poderá vir a ser o grande salto da administração patrimonial e burocrática para a administração gerencial.
This study outlines the objectives, guidelines, conceptual model and process developed for Deployment Information System Costs Federal Government (CIS), describing and explaining the conceptual framework and main characteristics, the approach in three dimensions (Conceptual, technological and cultural), the reasons to the procedures used in their construction, working on the correspondence between the concepts of government accounting and bookkeeping cost and reveals their level of adherence to theories of Cost Accounting. The work was to identify and present the proposal system configuration information costs (CIS) to be adopted by Brazil under the Federal Public Administration as a solution conciliatory to the actors involved, and analyze and reveal the level of adherence to the theories of the CIS Cost Accounting, for this purpose was developed exploratorydescriptive bailing on bibliographical and documents; information collection by applying the interview techniques and direct observation intensive; and analysis of data collected, the technique content analysis. The implementation process deployment that is still ongoing. The importance CIS is emphasized as a factor in measuring costs, improving the quality of public spending inductor and vector construction of mentality Federal Public Administration costs that will be great leap of asset management and bureaucratic for management administration.

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Hilgeman, Debra. "Understanding the relationships between loyalty program rewards and loyalty among premium customers." Thesis, TUI University, 2014. http://pqdtopen.proquest.com/#viewpdf?dispub=3578572.

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Loyalty programs (LPs) have become a mainstay marketing tool for many industries worldwide, with memberships often numbering in the millions. Program rewards are offered as incentives to build member loyalty, and theoretically these rewards have a perceived benefit value that generate feelings and attitudes such as satisfaction, trust, commitment and gratitude that can be antecedents of loyalty.

The question of whether loyalty programs actually generate loyalty, however, is still being debated by researchers due to conflicting data (Hallberg, 2004; Meyer-Waarden, 2006; Uncles, et al., 2003). Research indicates that focusing on premium customers may be the key to a successful loyalty program (Long & Schiffman, 2000; Yi & Jeon, 2003), but there is a lack of LP research that focuses on this top tier of customers.

This research tested hypotheses derived from existing theories to examine the relationships between program rewards and loyalty for premium customers. This included testing hypotheses about the key antecedents of loyalty—satisfaction, trust, commitment and gratitude—to determine their role in driving the performance outcome.

The gaming industry was used for a sample of 1,097 premium customers in a loyalty program. The online survey had a 43% response rate. There were seven Likert-type scales with alphas ranging from .84-.93.

Rewards were categorized as being prestige, tiered or core. The loyalty construct was operationalized as being attitudinal or behavioral.

Multiple regression was used for hypotheses testing. Key findings were that premium customers value all three of the reward categories highly. The only statistically significant difference was that prestige rewards generate higher attitudinal and behavioral loyalty than core rewards. No significant differences were observed from the control variables of age and gender.

Findings from this study indicate that companies with loyalty programs cannot afford to risk losing customer loyalty by eliminating any type of reward. However, there is also evidence that soft-cost prestige rewards could effectively replace some hard-cost tangible rewards without reducing overall program value.

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Hyra, Alex. "The construct equivalence of the Customer Contact Styles Questionnaire (CCSQ7.2) for proctored and unproctored administration groups." Diss., University of Pretoria, 2008. http://hdl.handle.net/2263/30539.

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The advent of the Internet in personnel selection has brought with it many opportunities, challenges and concerns. The opportunities afforded to the employer include, among others, increased security, a reduction in the resources needed, reduced geographical constraints, reduced time to hire, immediate scoring and a lowering of costs. Owing to these benefits, the use of the Internet for psychological testing will continue to become more prevalent in personnel selection over the next few years. The use and acceptance of the Internet has encouraged organisations and assessment practitioners to make use of Internet-delivered testing as the preferred mode of administration, especially in view of the benefits that it offers to the employer, as well as to the candidate. Internet-delivered testing brings with it a few concerns and many organisations are still making use of the paper-and-pencil version of an instrument even though it is available in an online version. This is because of concerns over measurement equivalence, as the paper-and-pencil version is seen as a “safer” and more accepted mode of administration. There are also many test publishers that would like to take advantage of the practicability of Internet-delivered testing by converting their current selection procedures to an Internet format. This conversion cannot simply be assumed and needs to be examined and documented for each instrument. The primary purpose of this study is to determine the construct equivalence of the Customer Contact Styles Questionnaire (CCSQ7.2) when it is administered via paper-and-pencil in the presence of a proctor and when it is administered online in the absence of a proctor. The aim is to determine whether the online version of the CCSQ7.2 can be considered equivalent to its paper-and-pencil counterpart without loss of psychometric property. The results of the study revealed that the mode in which the CCSQ7.2 is administered does not compromise scale reliabilities and that the relationship between scales of the CCSQ7.2 are not affected by modes of administration. It can thus be said with confidence that the online version of the CCSQ7.2 can be considered equivalent to its paper-and-pencil counterpart without loss of psychometric property. Copyright
Dissertation (MCom)--University of Pretoria, 2008.
Human Resource Management
unrestricted

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Soares, Mauri Cesar 1959. "O modelo servqual aplicado em serviços administrativos universitários públicos." [s.n.], 2015. http://repositorio.unicamp.br/jspui/handle/REPOSIP/265719.

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Orientador: Olívio Novaski
Dissertação (mestrado) - Universidade Estadual de Campinas, Faculdade de Engenharia Mecânica
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Resumo: Este trabalho de pesquisa tem como objetivo principal aplicar o Modelo SERVQUAL em uma instituição pública de ensino superior para avaliar a Qualidade dos Serviços Administrativos. Para tanto foi utilizado o Modelo SERVQUAL, desenvolvido por Parasuraman, Zeithaml e Berry; que avalia tanto a expectativa quanto a percepção dos pesquisados ao fazer uso destes serviços, resultando com isso a Qualidade Percebida. Os resultados globais sugerem que entre as cinco Dimensões propostas e avaliadas no Modelo, a Tangibilidade é a única que apresenta resultados positivos, podendo sofrer variações quanto aos resultados individuais observados nos cursos oferecidos pela Instituição. A pesquisa limitou-se a estudar e a usar como estudo de caso a FATEC Tatuí ¿ Faculdade de Tecnologia "Prof. Wilson Roberto Ribeiro de Camargo". Os dados foram levantados junto ao corpo discente, único público a ser consultado uma vez que a ele são prestados os serviços analisados nesta unidade de ensino. A presente pesquisa é inédita dentro da instituição de ensino superior e através da análise dos seus resultados, essa poderá colaborar com os gestores dessa instituição para a elaboração do planejamento estratégico da unidade, bem como ser extensiva às outras unidades que fazem parte do conjunto de faculdades que integram o CEETPS ¿ Centro Estadual de Ensino Tecnológico Paula Souza
Abstract: This work aims to apply the SERVQUAL Model in a public institution of higher education to evaluate the Quality of Administrative Services. So that, the SERVQUAL Model, developed by Parasuraman, Zeithaml and Berry, evaluate the expectative and the perception of the sample which uses the service, resulting in a Perceived Quality. The global result suggest that in the five proposed and evaluated dimensions on the model, the tangibility is the only one which presents positive results, which might vary in the individual courses offered by the institution. The research was limited to use the FATEC Tatuí ¿ College of Technology "Prof. Wilson Roberto Ribeiro de Camargo" as the case of study; whose research data have been raised by the school students; the only one be consulted since it is provided the services analysed in this teaching unit. The present research is inedited in the higher education institution and by the analysis of its results, it can collaborate with the managers of the institution to elaborate the strategic planning of the unit, also, it can be extended to the other college units which comprise the CEETPS ¿ Paula Souza State Center of Technological Education
Mestrado
Materiais e Processos de Fabricação
Mestre em Engenharia Mecânica

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Torstensson, Malin, and Emmy Dannehall. "Customer Support Chat : A strategic tool for a company." Thesis, Högskolan i Halmstad, Akademin för ekonomi, teknik och naturvetenskap, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-35069.

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The purpose of this dissertation is to investigate if a customer support live chat can be used as a strategic tool to increase customer satisfaction and build a stronger relationship. To gather our data, we have chosen to do qualitative interviews with Customer Support Managers at eight different e-commerce companies. By using the model E-Service Quality in the Live Customer Service/Support Chat Success Model (2011) developed by Dr. Ahmed Elmorshidy, we tested if there is a significance between customer satisfaction and the usage of customer support chat. The results we found were in line with our expectations, that the chat can be a strategic advantage tool if used to its full potential.

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Wong, Yuk-mei Kathy. "An analysis of implementing an open bond system in Hong Kong." Hong Kong : University of Hong Kong, 2001. http://sunzi.lib.hku.hk:8888/cgi-bin/hkuto%5Ftoc%5Fpdf?B23295570.

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Lin, Lin. "Measuring customer online visiting behavior and its impact on purchase decision and profitability." Diss., The University of Arizona, 2004. http://hdl.handle.net/10150/280623.

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Effective relationship marketing requires accurate measurement of customer tenure/loyalty and a thorough understanding of its impact on firm performance. Although such studies are plentiful for brick-and-mortar firms, few exist for Internet-based E-tailers. Given the visit-intensive customer behavior online, past methods and theories on customer bases analysis and lifetime-profitability relationship based on purchase events may not apply in an e-commerce context. This dissertation proposes a measurement framework that incorporates customers' online visiting behavior both at the in-session, "micro" level and at the long-term, "macro" level using three metrics: session duration, number of pages viewed and online customer lifetime (OCL). Both stochastic model and neural networks are designed and validated for the measurement of OCL. We then study the relationship between customers' online visiting behavior and firm performance by studying five propositions that relate to whether (1) there exists a positive relationship between OCL and customers' purchase intention, (2) customer who spends longer time or view more pages in a session is more likely to buy, (3) customer with longer online lifetime contribute more to firm's profit, (4) customer with longer session duration and more page viewed is more profitable and (5) product type has an impact on the lifetime-purchase and lifetime-profitability relationship.

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Greenwell, T. Christopher. "The influence of spectator sports facilities on customer satisfaction and profitability /." The Ohio State University, 2001. http://rave.ohiolink.edu/etdc/view?acc_num=osu1486398195325629.

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Lovelace, Don H. "Identifying Industrial Education and Training Needs: Developing a Community College Custom Program." Digital Commons @ East Tennessee State University, 1997. https://dc.etsu.edu/etd/2942.

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This study examined manufacturing firms' characteristics and environmental factors and their relationships to the perceived importance of basic workplace skills and the preferences of employers toward customized training partnerships with community colleges. Key individuals in the human resource departments responsible for planning and decision making of employing companies were surveyed. The Workplace Education Survey was used to collect data on the employers' perceptions about the importance of basic skills groups, about workplace-based customized training as the preferred means of delivering training in each of seven basic skills groups to their employees, and to determine their preferences for providers of the training. The survey also included customized training partnerships with community colleges. The study analyzed the relationships that exist in comparing the size of the firm and other characteristics identified in the literature with the respondents perceptions regarding the importance of the seven basic skills groups, workplace-based customized training, and partnerships with community colleges. Adaptability Skills, Communication Skills, and Group Effectiveness skills emerge as the most important workplace skills groups, and community colleges as the preferred providers according to the respondents to this study. Findings also revealed that changes in the nature of work and workplace skills are being dictated by the application of computers.

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Robertsson, Julia, Anne Carlsson, and Sanne Pedersen. "Casually Connecting with Customers : A study on how B2B microenterprises use customer data from social media in order to increase sales." Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-447718.

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This study is using an inductive explorative approach to investigate how micro-enterprises within the marketing consulting industry collect and use data for the purpose of increasing sales. A micro-enterprise is considered to be a company that employs no more than 10 people and/or whose annual turnover is no more than 2 million EUR. The research applies the concept of social selling and development of emergent technologies to understand the methods used by examined salespeople within the marketing agencies examined, and to answer the research question: How is customer data from social selling used among micro-enterprises within the marketing consulting industry to build and retain customer relationships? The following paper suggests that social media is used by the seller with the aim of identifying common grounds between buyer and seller, in order to create a personal bond that sets a strong foundation for continuing the relationship long-term. However, it also indicates that social selling activities are used in various ways and in combination with traditional data collection. Even though usage of customer data has been a heated debate over the years, the results of this study point to the fact that the concerns of collecting and utilizing data in regard to customer privacy, are limited among micro-enterprises within B2B-sector. Additionally, the study addresses advantages and disadvantages with the size of being a micro-enterprise related to the methods of social selling.

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Danho, Ninib, Daniel Danho, and William Tomeh. "The Role Of Social Media Marketing Activities On Customer Satisfaction." Thesis, Jönköping University, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-48912.

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Ferdous, Monjurul Aziz, and Shafait Mim. "Factors Influencing Customers Satisfaction in Hospitality Industry: Fine Dining Restaurants." Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-35322.

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Lopez, Carla, and Farrah Ouattara. "Customer engagement in second-hand fashion marketplaces after the pandemic." Thesis, Jönköping University, Internationella Handelshögskolan, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-52994.

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Background : Further to the environmental and ethical issues within the sector of fashion, consumers are now shifting toward more responsible and different business models as second hand selling. According to Boston Consulting Group , the second-hand clothes market is a growing sector which currently weighs around thirty and forty billion dollars, so 2% of the total sales of the fashion and luxury industry (Deslandes, 2020). Nonetheless, the recent covid crisis has acted as a booster in the movement, raising considerably the consumer’s awareness. Besides, with the generalization of remote working and the will to reduce contamination risks, fashion consumers tend to stay more at home and spend additional time online. Consequently, their reflections and purchasing behavior are forecasted to be modified as well. Purpose : The objective of this research is to give recommendations to the marketplaces of the sector to stimulate customer engagement after the crisis. The authors will analyze relevant patterns in the potential customer’s attitude and behavior modification. Besides, they will identify innovative opportunities for marketers to reinvent their advertising and communication plans. Method : The study will be established through a qualitative research using twelve semi-structured interviews. The authors will exchange with respondents representing the stakeholders who can be reached by the marketing campaigns of the online stores in France. Conclusion : Different particularities have been found according to the customer type. Therefore, the recommendations differ for each of them. The authors found out that current customers are highly informed about the benefits of purchasing second-hand clothes. Their main reasons invoked for using this service is the price and the uniqueness of the products. Therefore, it is recommended to the second-hand clothes marketplaces to focus on communication and in particular on newsletters, in order to sustain the customer loyalty of the already existing customer base. Consumers never buying second-hand clothes have shown an important openness for receiving information about the industry. Intensive advertising strategies seem effective but still not generating purchasesbecause of the contamination fear, the lack of awareness of the platform’s benefits and a trust more shared with brand’s structures than independent stores. Concerning the customers purchasing second-hand garments 2only in physical stores, seeing the facilities of the shops is the gateway to their trust. Nonetheless, they would be ready to shift to online stores if connections to the real world could be given, as pop-up stores or interactive deliveries for example.

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Kindblom, Helena, and Victoria Renström. "Growth in the Age of the Customer : A Comparative Case Study on Leveraging Emotion, Engagement and Loyalty." Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-355133.

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With the significant shifts and upheaval in the marketplace due to digitalisation, and evolving customer behaviour, it is becoming increasingly imperative for businesses to build and maintain strong connections with their customers. This new business setting causes major implications for companies’ formulation of strategies. Therefore, this thesis aims to map out points-of-parity and points-of-difference with regards to how two companies leverage customer emotion, customer engagement and customer loyalty in order to achieve growth, which is defined as the stages of customer acquisition, customer development and customer retention. In addition, the purpose is to explore advocacy and its role for igniting further growth. The study is conducted in the form of a comparative case study of two digital B2C companies: the media company Freeda and the food delivery service Deliveroo. The Framework for Customer Growth and the Cycle of Advocacy-Ignited Growth guide the analysis. The main findings include that companies’ core propositions determine their emotional strategy as well as personalisation being considered the most significant aspect of customer engagement. Moreover, the role of advocacy can be taken on by various stakeholders and is not limited solely to customers.

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Champlin, Darren. "Loyalty effects of coupon books on new restaurant customers." Honors in the Major Thesis, University of Central Florida, 2001. http://digital.library.ucf.edu/cdm/ref/collection/ETH/id/266.

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This item is only available in print in the UCF Libraries. If this is your Honors Thesis, you can help us make it available online for use by researchers around the world by following the instructions on the distribution consent form at http://library.ucf.edu/Systems/DigitalInitiatives/DigitalCollections/InternetDistributionConsentAgreementForm.pdf You may also contact the project coordinator, Kerri Bottorff, at kerri.bottorff@ucf.edu for more information.
Bachelors
Business Administration
Marketing

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Innis, Daniel E. "Customer service, repurchase intentions, market orientation and firm performance in the channel." The Ohio State University, 1991. http://rave.ohiolink.edu/etdc/view?acc_num=osu1269524538.

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Jen, Lichung. "Measuring the value of customers : a hierarchical Bayes model of interpurchase time." The Ohio State University, 1995. http://rave.ohiolink.edu/etdc/view?acc_num=osu1269525920.

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Stanforth, Nancy Jean Fadgen. "Customer expectations and management event schemata: Satisfaction, patronage and retail store service /." The Ohio State University, 1993. http://rave.ohiolink.edu/etdc/view?acc_num=osu1487846885779133.

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Lam, Hoang Chau, and Qiuyun Li. "Does electronic customer relationship management affect customer satisfaction and trust?" Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-24655.

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Aim: This paper aims to explore and to understand how the E-CRM affects customer satisfaction and trust from customer perspectives in electronic commerce. Method: The research is an exploratory and qualitative study. A multiple case study involving 3 Swedish companies with 12 face-to-face interviews in Gävle, Sweden, was chosen to collect the empirical data for this study. Data were coded by hands and structured in the form of tables in accordance with 7 codes categorized in 2 themes. Coded data were interpreted to investigate the research questions by using the inductive method. Result & Conclusions: This study found that live chat and e-service quality in E-CRM directly affect how satisfied a customer feel with a company in e-commerce, thus affecting trust as well. However, the findings also showed that not all customers could perceive all the effects of E-CRM on their satisfaction and trust. Suggestions for future research: Other features such as electronic word-of-mouth, internet branding or internet prices are suggested for the future research to have an in-depth understanding of E-CRM effects. Future studies may combine data from both company and customers to increase the validity and reliability. Furthermore, the population of samples could be collected in others cities or countries than in Gävle, Sweden to generalize the result more. The contribution of the thesis: This study contributes knowledge about E-CRM effects in Swedish e-commerce. Some differences related to existing theories were found in this research such as the effects of gender on trust or effects of prices on relationship building. Understanding the customer perspectives on E-CRM effects enables companies to have a proper E-CRM implementation and training for their organization and employees.

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Isaksson, Greta. "Managing the implementation of customer relationship management from an interfunctional perspective." Licentiate thesis, Luleå, 2005. http://epubl.ltu.se/1402-1757/2005/69/.

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Faßbender, Annika. "Customers’ Perceptions and Preferences of Loyalty Programs within the Clothing Industry." Thesis, Mittuniversitetet, Avdelningen för ekonomivetenskap och juridik, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:miun:diva-34174.

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Mak, Hoi-wan Walter, and 麥凱雲. "An evaluative study on the new performance appraisal system for inspectorate grade officer in the Hong Kong Customs & Excise Department." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2004. http://hdl.handle.net/10722/210309.

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Schaffer, Ralph Andrew. "An experimental investigation of the influences of superficial appearance cues and product knowledge on service provider evaluations of customers." Connect to resource, 2000. http://rave.ohiolink.edu/etdc/view.cgi?acc%5Fnum=osu1261238247.

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Bell, Laurence Walter. "The Relationship of Customer Satisfaction and Engagement in Co-Creation of Value." Thesis, Grand Canyon University, 2017. http://pqdtopen.proquest.com/#viewpdf?dispub=10641788.

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A gap in the knowledge base was found in that no research had been performed examining customer satisfaction as an antecedent to co-creation of value. This is important because organizations have difficulty engaging customers in co-creation of value, which has can increase loyalty, trust, innovation, and competitive advantage. The purpose of this study was to examine the relationship between customer satisfaction, as well as its constructs, and engagement in co-creation of value. Because an examination was made of interactions between individuals, the social exchange theory was used as foundational support for the study. The theory states that behavior between individuals is determined by the rewards and costs involved. Six research questions were used regarding the relationship between customer satisfaction, each of its components, and customer engagement in co-creation of value. A survey was distributed in a convenience manner until 256 adults who lived in the United States and had recently experienced hotel services responded. Data were examined using Pearson correlations and ordinary least squares multiple regressions to answer the research questions. The findings indicated overall customer satisfaction (r = .409, p < .001), reliability (r = .446, p < .001), assurance (r = .413, p < .001), tangibles (r = .227, p < .001), empathy (r = .369, p < .001), and responsiveness (r = .399, p < .001) each had a significant and positive relationship with customer engagement in co-creation of value. Recommendations for future research include examination of other potential engagement factors and development of an engagement platform.

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Tunsi, Ayman M. "Factors associated with customer loyalty for international dining restaurants located in Jeddah, Saudi Arabia /." The Ohio State University, 2000. http://rave.ohiolink.edu/etdc/view?acc_num=osu1488202678775983.

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Dissertations / Theses on the topic 'Customs administrations'

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