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Journal articles on the topic 'Death customes'

Author: Grafiati

Published: 4 June 2021

Last updated: 10 February 2022

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1

Mikkor, Marika. "On the Customs Related to Death in the Ersa-Mordvin Villages of Sabajevo and Povodimovo." Folklore: Electronic Journal of Folklore 12 (1999): 88–125. http://dx.doi.org/10.7592/fejf1999.12.death.

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Colm, Laura, Andrea Ordanini, and A. Parasuraman. "When Service Customers Do Not Consume in Isolation." Journal of Service Research 20, no. 3 (2017): 223–39. http://dx.doi.org/10.1177/1094670517690025.

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In many service contexts, customers share the service setting with other customers. However, knowledge about the influences of fellow customers’ copresence remains largely fragmented. We address this deficiency by introducing the integrative concept of customer copresence influence modes (CCIMs) and investigate its potential consequences for service perceptions and evaluations. Following a grounded theory approach and drawing on in-depth, qualitative interviews with both managers and customers of a leading service company, we develop a typology of CCIMs, categorizing the various ways— interact

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Tuli, Kapil R., Ajay K. Kohli, and Sundar G. Bharadwaj. "Rethinking Customer Solutions: From Product Bundles to Relational Processes." Journal of Marketing 71, no. 3 (2007): 1–17. http://dx.doi.org/10.1509/jmkg.71.3.001.

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This study draws on depth interviews with 49 managers in customer firms and 55 managers in supplier firms and on discussions with 21 managers in two focus groups to propose a new way of thinking about customer solutions. Extant literature and suppliers interviewed for this study view a solution as a customized and integrated combination of goods and services for meeting a customer's business needs. In contrast, customers view a solution as a set of customer–supplier relational processes comprising (1) customer requirements definition, (2) customization and integration of goods and/or services

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Raza, Ali, Raouf Ahmad Rather, Muhammad Khalid Iqbal, and Umair Saeed Bhutta. "An assessment of corporate social responsibility on customer company identification and loyalty in banking industry: a PLS-SEM analysis." Management Research Review 43, no. 11 (2020): 1337–70. http://dx.doi.org/10.1108/mrr-08-2019-0341.

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Purpose This paper aims to address the need for a more in-depth empirical investigation of exploring the link between the adoption of corporate social responsibility (CSR) practices and different aspects of customer behavior in a developing country. This paper develops a research framework and assesses the mediating role of trust, customer-company identification (CCI) and electronic-service quality (E-SQ) between customer perceptions of CSR and customer loyalty. Design/methodology/approach Working with a sample of 280 banking customers in Pakistan, partial least square based structural equatio

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Rudskaia, Elena, and Igor Eremenko. "Digital clustering in customer relationship management." E3S Web of Conferences 135 (2019): 04010. http://dx.doi.org/10.1051/e3sconf/201913504010.

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The value of a customer is a key parameter of the creation of all business processes. A significant number of companies faces the problem of inconsistency and incoordination in the provision of services to their customers because of lack of relevant information. In the essay we attempt to analyse new interpretations of customer segmentation technology based on predictive analytics. Modern software platforms from the leaders of the IT industry allow real-time modelling and monitoring of customer lifecycle to prevent customer’s “churn state”. Proactive customer care provides the implementation o

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Angula, Etuhole, and Valencia Melissa Zulu. "Tackling the ‘death’ of brick-and-mortar clothing retailers through store atmospherics and customer experience." Innovative Marketing 17, no. 3 (2021): 157–68. http://dx.doi.org/10.21511/im.17(3).2021.13.

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The threat of online shopping propels brick-and-mortar retailers to innovate and design their retail atmosphere to create unforgettable shopping experiences to compete effectively and retain customers. The study firstly identifies store atmospherics factors that enhance the shopping experience and secondly explores the hypothesized relationships between store atmospherics dimensions (lighting, music, layout, and employee interaction) and customer experience. Furthermore, the effect of customer experience and repurchase intention is also explored. A self-administered survey was used, and data w

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Jiang, Yiran, Lan Xu, Nan Cui, Hui Zhang, and Zhilin Yang. "How does customer participation in service influence customer satisfaction? The mediating effects of role stressors." International Journal of Bank Marketing 37, no. 3 (2019): 691–710. http://dx.doi.org/10.1108/ijbm-12-2017-0261.

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Purpose The purpose of this paper is to examine the impact of customer participation on role behaviors and customer satisfaction. The mediating role of role stressors is also examined. Design/methodology/approach Based on literature reviews, a survey of 317 bank customers was conducted in Central China, using a structured questionnaire. Structural equation modeling was used for data analysis to test research hypotheses. Findings The current work found that the inconsistency between the role expectations from participating customers and service providers would increase the customer perceived ro

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Prihatiningsih, Witanti, and Fitria Ayuningtyas. "Analysis of Insurance Agent’s Credibility to Customer’s Attitude in Buying Policy." International Journal of Engineering & Technology 7, no. 2.29 (2018): 564. http://dx.doi.org/10.14419/ijet.v7i2.29.13819.

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Companies must have their own criteria for their sales agents, start from how to speak in front of potential customers, personal appearance and knowledge about the products and the company itself. The credibility of sales agents will make their companies have a good reputation. Insurance agents also trained by company to introduce the products until someone willing to buy the products and become their loyal customer. This research aims to determine whether there is any significant impact of insurance agent’s credibility to customer’s attitude in buying a policy. The long-term results of the re

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Trischler, Jakob, Anita Zehrer, and Jessica Westman. "A designerly way of analyzing the customer experience." Journal of Services Marketing 32, no. 7 (2018): 805–19. http://dx.doi.org/10.1108/jsm-04-2017-0138.

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Purpose The purpose of this paper is to evaluate the usability of different design methods in understanding the customer experience from a contextual and systemic standpoint. Design/methodology/approach Three design methods (i.e. personas, observations and collaborative service mapping) were applied to analyze customer experiences in two service settings. These methods’ usability was compared across the two settings. Findings Personas, as informed by phenomenological interviews, provide insights into the customer’s broader lifeworld context. These insights assist in connecting with and underst

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Pareigis, Jörg, Per Echeverri, and Bo Edvardsson. "Exploring internal mechanisms forming customer servicescape experiences." Journal of Service Management 23, no. 5 (2012): 677–95. http://dx.doi.org/10.1108/09564231211269838.

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PurposeThe purpose of this paper is to explore customer interactions with servicescapes and to explain in more depth the internal mechanisms that form the customer service experience.Design/methodology/approachThe paper draws on an empirical study of customers using Swedish public transport systems. Data collection is based on a microethnographic approach, using think‐aloud protocols and video documentation.FindingsThe results from the empirical study contribute with a framework of three constellations of activities and interactions: namely, identifying, sense‐making, and using, which, dependi

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G. Inyang, Udoinyang, Okure O. Obot, Moses E. Ekpenyong, and Aliu M. Bolanle. "Unsupervised Learning Framework for Customer Requisition and Behavioral Pattern Classification." Modern Applied Science 11, no. 9 (2017): 151. http://dx.doi.org/10.5539/mas.v11n9p151.

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Maintaining healthy organization-customers relationship has positive influence on customers’ behavioral tendencies as regards preference to products and services, buying behavior, loyalty, satisfaction, and so on. To achieve this, an in-depth analysis of customers’ characteristics and purchasing behavioral trend is required. This paper proposes a hybrid unsupervised learning framework consisting of k-means algorithm and self-organizing maps (SOMs) for customer segmentation and behavior analysis. K-means algorithm was used to partition the entire input space of customers’ transaction dataset in

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Ali, Maged, Ali Tarhini, Laurence Brooks, and Muhammad Mustafa Kamal. "Investigating the Situated Culture of Multi-Channel Customer Management." Journal of Global Information Management 29, no. 3 (2021): 46–74. http://dx.doi.org/10.4018/jgim.2021050103.

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This paper investigates the influence of national culture on customers' behavior and customers' choice of channel through the customer life cycle stages. An exploratory in-depth single case study in a multinational organization in Egypt was conducted. Specifically, 31 in-depth interviews were conducted with members of staff in marketing, IT, retail and customer services departments, and external prospects/customers. Based on an interpretive approach, the authors have articulated a situated cultural approach based on structuration theory to identify the cultural dimensions that have provided an

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Kaoud, Menatalla. "Investigation of Customer Knowledge Management." International Journal of Service Science, Management, Engineering, and Technology 8, no. 2 (2017): 12–22. http://dx.doi.org/10.4018/ijssmet.2017040102.

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This article examines the Customer Knowledge Management (CKM) as an integration between the approaches of Knowledge Management (KM) and Customer Relationship Management (CRM). In the context of CRM, three types of knowledge flows play a critical role in the interaction between the organization and its customers: “Knowledge for Customers”, “Knowledge from Customers”, and “Knowledge about Customers”. A central question address here from a resource-based perspective is: How these customer knowledge flows are used through CRM business processes to improve effectiveness? Adopting a case study metho

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Goswami, Cosmika, and N. Selvaraju. "Phase-Type Arrivals and Impatient Customers in Multiserver Queue with Multiple Working Vacations." Advances in Operations Research 2016 (2016): 1–17. http://dx.doi.org/10.1155/2016/4024950.

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We consider a PH/M/c queue with multiple working vacations where the customers waiting in queue for service are impatient. The working vacation policy is the one in which the servers serve at a lower rate during the vacation period rather than completely ceasing the service. Customer’s impatience is due to its arrival during the period where all the servers are in working vacations and the arriving customer has to join the queue. We formulate the system as a nonhomogeneous quasi-birth-death process and use finite truncation method to find the stationary probability vector. Various performance

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Gonçalves, Luisa, Lia Patrício, Jorge Grenha Teixeira, and Nancy V. Wünderlich. "Understanding the customer experience with smart services." Journal of Service Management 31, no. 4 (2020): 723–44. http://dx.doi.org/10.1108/josm-11-2019-0349.

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PurposeThis article provides an in-depth understanding of customer experience with smart services, examines customer perceptual responses to smart and connected service environments and enriches this understanding by outlining how contextual factors (in terms of goals, activities, actors and artifacts) influence the customer experience.Design/methodology/approachThis study adopts a qualitative approach in order to understand customer experience in the smart energy service setting. Semi-structured interviews and focus groups were conducted with 31 participants forming three groups of energy ser

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Chun, Se-Hak, and Ariunzaya Nyam-Ochir. "The Effects of Fast Food Restaurant Attributes on Customer Satisfaction, Revisit Intention, and Recommendation Using DINESERV Scale." Sustainability 12, no. 18 (2020): 7435. http://dx.doi.org/10.3390/su12187435.

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The fast food restaurant business is one of the fastest-growing industries in the world. International and local restaurant chains are trying to satisfy the demands of customers for a variety of products and services. Along with changing market trends, customers are now becoming more sophisticated and demanding. Customer satisfaction is an essential business issue, as entrepreneurs have realized that favorable customer feedback is key for a long-term sustainable operation. Customers who have an excellent experience at a restaurant may recommend the restaurant to others, spread positive informa

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Kwabena, Asare Evans, Kaodui Li, Osei-Assibey Mandella Bonsu, Obeng Belinda Faamaa, and Baah Alexander. "Effects of Social Media on Firm Performance and Customer Relations-Evidence from Ghana." Business and Economic Research 10, no. 1 (2019): 101. http://dx.doi.org/10.5296/ber.v10i1.16013.

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The possibilities for companies to reach out more people to get in-depth understanding about brand, products, and services is through social media pages. We examined effects of social media on performance and customer relations of companies in Ghana. We obtained data from 390 respondents through structured questionnaires, and was analyzed with statistical package for social science (SPSS). The findings indicate increased awareness and usage of social media by companies in Ghana. However, customer’s desire for a products could be influence by company’s advertisement through social media post. W

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Bin Shahriar, Shamsul Huq, Sayed Arafat, Md Fayjullah Khan, and Mahbub Ul Islam. "Service Recovery Strategies versus Customers’ Expectations, Race for Sustainability: a Qualitative Study on Micro Brands." Marketing – from Information to Decision Journal 1, no. 2 (2018): 42–53. http://dx.doi.org/10.2478/midj-2018-0009.

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Abstract Purpose of the research is to investigate service recovery strategies in case of small restaurant brands, customer perception regarding these strategies and their expectations intensely. As the study is qualitative and exploratory in nature, data were collected via in-depth interviews from duo perspective; i.e. service providers’ and customers’ perspective. The results showed that even though the managements are very cautious as regards the service recovery strategies, and customers’ complaints, but sometimes even common service recovery actions fall below the customers’ anticipations

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Kumar Madupalli, Ramana, and Amit Poddar. "Problematic customers and customer service employee retaliation." Journal of Services Marketing 28, no. 3 (2014): 244–55. http://dx.doi.org/10.1108/jsm-02-2013-0040.

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Purpose – The purpose of this paper is to examine the effects of problematic customer behaviors on customer service employee (CSE) attitudes and subsequent retaliation toward customers. Design/methodology/approach – Data from five semi-structured in-depth interviews and a structured survey with 434 responses are used to develop and test the theoretical model. CSEs working in different call center companies serving American and European customers were approached using an established survey panel. Findings – Results using partial least squares methodology showed that problematic customer behavio

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AL-Farsi, Fahd, and Abdullah Basahel. "SEQUENCE OF ELECTRONIC SERVICE QUALITY ON CUSTOMER SATISFACTION." International Journal for Innovation Education and Research 2, no. 3 (2014): 10–24. http://dx.doi.org/10.31686/ijier.vol2.iss3.152.

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This study investigates the impact of electronic service quality dimensions on customers’ satisfaction. Finding indicates that customers are satisfied in three dimensions: information, ease of use and security/privacy while they answer with “Neutral” for the other dimensions: design, reliability and interactivity/personalization which in turns did affect the overall satisfaction. Furthermore, the recommendations of this research were as follows: Organization should give more attention to its e-service quality especially in the three dimensions which did not meet its customer’s expectation whi

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Li, Zhen, Shun Sheng Guo, Ying Song Yuan, and Li Bo Sun. "Ontology Representation of Online Shopping Customers Knowledge in Enterprise Information." Applied Mechanics and Materials 483 (December 2013): 603–6. http://dx.doi.org/10.4028/www.scientific.net/amm.483.603.

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The online shopping has become a regular way of shopping, enterprises should conduct in-depth mining of online shopping customers knowledge, and build customer knowledge base, so as to better meet customers needs. This paper constructs online shopping customers knowledge ontology model, and studies the knowledge representation based on the protégé environment.

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Tseng, Shu-Mei, and Pin-Hong Wu. "The impact of customer knowledge and customer relationship management on service quality." International Journal of Quality and Service Sciences 6, no. 1 (2014): 77–96. http://dx.doi.org/10.1108/ijqss-08-2012-0014.

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Purpose – Enterprises realize that customers are their most important asset and recognize that a high level of customer satisfaction can only be achieved by enhancing service quality. Thus, how enterprises acquire customer knowledge by which to initiate and maintain customer relationships, as well as to enhance service quality has become an important issue. The paper aims to discuss these issues. Design/methodology/approach – This study uses a questionnaire and statistical analytical techniques to explore the impact of customer knowledge and customer relationship management (CRM) on service qu

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S, KUMAR, and VARADARAJ S. "A study on customer perception & product quality of organized retail outlets with special reference to pothys in madurai." Journal of Management and Science 1, no. 1 (2013): 153–62. http://dx.doi.org/10.26524/jms.2013.21.

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The purpose of this study is to identify the customer perception and product quality of apparel consumer in apparel product categories, in the context of the evolving organized retail industry in India. With the help of customer perception of retail outlets increase their sale and provide total customer satisfaction. These Retail Outlets increase the India as well as in all over the world. The term customer perception refers to the perception that customers display in searching forpurchasing, using, evaluating and disposing of products and services that they will expect will satisfy their need

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Paul, Soumi, Paola Peretti, and Saroj Kumar Datta. "Change of Attitude, Technology and Practice: Identifying the Change for Increased Value Creation with Customer Co-creation." Transnational Marketing Journal 5, no. 1 (2017): 70–82. http://dx.doi.org/10.33182/tmj.v5i1.388.

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Building customer relationships and customer equity is the prime concern in today’s business decisions. The emergence of internet, especially social media like Facebook and Twitter, changed traditional marketing thought to a great extent. The importance of customer orientation is reflected in the axiom, “The customer is the king”. A good number of organizations are engaging customers in their new product development activities via social media platforms. Co-creation, a new perspective in which customers are active co-creators of the products they buy and use, is currently challenging the tradi

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Liu, Annie, Mark Leach, and Richa Chugh. "A sales process framework to regain B2B customers." Journal of Business & Industrial Marketing 30, no. 8 (2015): 906–14. http://dx.doi.org/10.1108/jbim-02-2014-0026.

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Purpose – The purpose of this study is to develop a sales process framework to facilitate business-to-business (B2B) customer reacquisition. A comprehensive CRM process needs to include reacquisition strategies. Yet, very few firms have formal procedures to guide reacquisition efforts. This gap in the sales process reflects the relatively sparse literature on B2B customer reacquisition models. The present research intends to fill this gap and creates a sales process model to guide salespeople to regain B2B lost customers. Design/methodology/approach – Using critical incident technique (CIT), t

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Ma, Zhanyou, Yalin Guo, Pengcheng Wang, and Yumei Hou. "The Geo/Geo/1+1 Queueing System with Negative Customers." Mathematical Problems in Engineering 2013 (2013): 1–8. http://dx.doi.org/10.1155/2013/182497.

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We study a Geo/Geo/1+1 queueing system with geometrical arrivals of both positive and negative customers in which killing strategies considered are removal of customers at the head (RCH) and removal of customers at the end (RCE). Using quasi-birth-death (QBD) process and matrix-geometric solution method, we obtain the stationary distribution of the queue length, the average waiting time of a new arrival customer, and the probabilities of servers in busy or idle period, respectively. Finally, we analyze the effect of some related parameters on the system performance measures.

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Peeroo, Swaleha, Martin Samy, and Brian Jones. "Facebook: a blessing or a curse for grocery stores?" International Journal of Retail & Distribution Management 45, no. 12 (2017): 1242–59. http://dx.doi.org/10.1108/ijrdm-12-2016-0234.

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Purpose Increasingly businesses are using Facebook to communicate and engage their customers. However, there is a dearth of research as to why and how customers interact with businesses on social media in the grocery sector. Therefore, the purpose of this paper is to explore the roles played by online brand communities and social customers in the creation as well as the destruction of value. Design/methodology/approach Netnography was adopted as an approach to gain insight into the various ways customers engage with grocery stores on their official Facebook pages. Messages posted on Tesco’s an

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Timokhina, Galina, Lyubov Prokopova, Yuri Gribanov, et al. "Digital Customer Experience Mapping in Russian Premium Banking." Economies 9, no. 3 (2021): 108. http://dx.doi.org/10.3390/economies9030108.

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The purpose of this study is to identify, in an era of extensive digitalization, the major opportunities and threats that influence the experiences of digital premium banking customers at key stages of their banking interactions. This study’s conceptual research model combines the content of online questionnaires, completed by a representative sample of 3629 customers, in-depth interviews with heads of premium banking departments, and an audit of customer experiences conducted via Mystery Shopping in 13 Russian banks. The authors formulate four research hypotheses, substantiated by the empiric

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Närvänen, Elina, Hannu Kuusela, Heli Paavola, and Noora Sirola. "A meaning-based framework for customer loyalty." International Journal of Retail & Distribution Management 48, no. 8 (2020): 825–43. http://dx.doi.org/10.1108/ijrdm-05-2019-0153.

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PurposeThis paper's purpose is to develop a meaning-based framework for customer loyalty by examining how consumers make sense of customer loyalty through meanings and metaphors.Design/methodology/approachA qualitative study based on in-depth interviews and focus group data in the retail context was conducted with Finnish customers. The data were analysed with qualitative data analysis techniques such as the constant comparative technique.FindingsThe empirical findings comprise eight loyalty meanings characterised by two dimensions. The first dimension is reflexive vs. routinised, and the seco

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Harba, Jacqueline-Nathalie. "New approaches to customer experience: where disruptive technological innovation meets luxury fashion." Proceedings of the International Conference on Business Excellence 13, no. 1 (2019): 740–58. http://dx.doi.org/10.2478/picbe-2019-0066.

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Abstract Consumer behavior is shifting radically with the rise of e-commerce and new technologies. As a result, luxury retailers are forced to embrace a variety of technologies to keep their customers engaged. How do brands captivate shoppers and provide the customer experience that will satisfy their desires? Through dissemination of literature and case studies on examples from the industry, this paper presents a detailed discussion on the new approaches to customer experience in the luxury fashion industry, in the context of a modern economy that is highly shaped by disruptive technological

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Bharti, Kumkum, Rajat Agrawal, and Vinay Sharma. "What drives the customer of world's largest market to participate in value co-creation?" Marketing Intelligence & Planning 32, no. 4 (2014): 413–35. http://dx.doi.org/10.1108/mip-07-2013-0111.

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Purpose – The purpose of this paper is to explore the drivers of customer participation for value co-creation among bottom of the pyramid (BOP) customers. In addition, the difference, if exists, between the perception of customer and marketers belongs to this segment about the drivers of customer participation is also studied. Design/methodology/approach – Qualitative study has been conducted to investigate the drivers of customer participation for value co-creation in BOP market. Data collection are done through in-depth interviews from BOP customers and marketers. Spearman rank correlation i

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Hazée, Simon, Yves Van Vaerenbergh, Cécile Delcourt, and Sertan Kabadayi. "Service delivery system design for risk management in sharing-based product service systems: a customer-oriented approach." International Journal of Operations & Production Management 40, no. 4 (2020): 459–79. http://dx.doi.org/10.1108/ijopm-08-2019-0581.

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PurposeOrganizations increasingly develop and offer sharing services enabled by means of product-service systems (PSS). However, organizations offering sharing-based PSS face a unique set of design challenges and operational risks. The purpose of this paper is to provide researchers and practitioners with customer-based insights into service delivery system design and risk management for sharing-based PSS operational success.Design/methodology/approachThis qualitative study combines in-depth interviews with supplementary, multidisciplinary literature and secondary firm data. In total, the auth

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Pandey, Sneha, and Divesh Kumar. "Customer-to-customer value co-creation in different service settings." Qualitative Market Research: An International Journal 23, no. 1 (2020): 123–43. http://dx.doi.org/10.1108/qmr-09-2018-0106.

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Purpose This study aims to identify and classify the types of value stemming from cooperative creation of experience among customers present in various social and interaction-rich service settings, thus leading to customer–customer value co-creation. Design/methodology/approach This exploratory qualitative study uses phenomenological approach and involves ten semi-structured in-depth interviews conducted in different interaction-rich service settings. The interviews were analysed using soft laddering interview technique to uncover various customer-to-customer (C2C) co-created values. Findings

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Qureshi, M. J. H. "Muslim customs surrounding death." BMJ 310, no. 6980 (1995): 669. http://dx.doi.org/10.1136/bmj.310.6980.669a.

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Long, Pham, and Phan Dien Vy. "Internet Banking Service Quality, Customer Satisfaction and Customer Loyalty." International Journal of Strategic Decision Sciences 7, no. 1 (2016): 1–17. http://dx.doi.org/10.4018/ijsds.2016010101.

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Service quality is one of the key factors in determining the success or failure of e-banking. To gain and sustain competitive advantages in the rival-driven e-banking market, it is thus crucial for e-banks to understand in-depth what customers perceive to be the key dimensions of service quality and what impacts the identified dimensions have on the customers' perceived overall service quality, satisfaction, and loyalty. This paper attempts, based on an extensive review of relevant literature, to provide a model integrating internet banking service quality dimensions, overall internet banking

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Ding, Heng, Qian Yuan Zhang, Yan Ping Wang, and Yan Jiang. "Data Warehousing and Data Mining Technology Implementation in Jpeen_CRM System Design." Applied Mechanics and Materials 610 (August 2014): 769–74. http://dx.doi.org/10.4028/www.scientific.net/amm.610.769.

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In this paper, on the basis of in-depth study of data warehouse, OLAP, data mining and other key technologies, according to the characteristics of the Jpeen customer relationship management (Jpeen_CRM), developed a Web-based customer relationship management system. First of all, research the demand for Jpeen company and create Jpeen_CRM data warehouse. Second, create the OLAP multidimensional cube which is applied to the analysis of customer transactions. Using the decision tree algorithm to create mining models for customers to choose glasses, and gives pruning optimize decision tree. Using d

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Butt, Adnan, Meer Suroor, Salman Hameed, and Kashif Mehmood. "Managing Customers: Analyzing the Relationship between Customer Personality, Customer Satisfaction and Willingness to Create WOM." Journal of Entrepreneurship, Management, and Innovation 3, no. 2 (2021): 305–30. http://dx.doi.org/10.52633/jemi.v3i2.79.

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The impact of personality traits on consumer behaviour is always an important concern for marketing researchers and practitioners. Using the theoretical lens of the OCEAN model, this paper explores the personality attributes as a set of stimuli that facilitate consumers satisfactory buying experience, resulting in a higher willingness to create word of mouth (WOM). The data was collected from consumers of different services through the convenience sampling method. The respondents were approached through different online platforms and data from 303 respondents was obtained through Google forms.

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Addis, Michela. "Understanding the Customer Journey to Create Excellent Customer Experiences in Bookshops." International Journal of Marketing Studies 8, no. 4 (2016): 20. http://dx.doi.org/10.5539/ijms.v8n4p20.

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<p>This study investigates the customer journey and identifies the drivers of excellent customer experience in bookshops. Five research methods—in-depth interview, focus group, participant observation, Zaltman metaphors elicitation technique, and collective stereographic photo essay—were run on eleven Italian bookshops involving more than 1 100 individuals overall. The contribution of this study is twofold. First, it illustrates the process to adopt when mapping the customer journey and analyzing the customer experience. Specifically, it proposes that customer experience can be deeply un

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Wahib, Moh, and Hendra Dwi Prasetyo. "DISTINGUISHING LOYALTY AND CUSTOMER SATISFACTION OF XIAOMI SMARTPHONE IN YOUNG WORKERS SIDOARJO." Media Mahardhika 18, no. 2 (2020): 192. http://dx.doi.org/10.29062/mahardika.v18i2.147.

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Photographing activities become the most activities carried out by customers and uploaded to social media in Indonesia and even in the world. Taking pictures of yourself or objects is a part of community life in Sidoarjo. In addition to following the right market trends, for companies to maintain customer satisfaction and loyalty. Satisfaction of the product will affect the customer in taking the next attitude. The customer is satisfied with a repeat purchase and will say good things about the product. Research conducted in the form of case studies on XIAOMI Smartphone users in Sidoarjo. This

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Cui, Ying Ying, and Christian Coenen. "Relationship value in outsourced FM services – value dimensions and drivers." Facilities 34, no. 1/2 (2016): 43–68. http://dx.doi.org/10.1108/f-01-2014-0011.

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Purpose – The purpose of this study is to examine the relation between relationship value and relationship quality in the business relationship between customers and facility management (FM) suppliers. To investigate the relationship value in outsourced FM services, the customer’s perspective is used to identify the dimensions and drivers of relationship value. Design/methodology/approach – A three-stage research design was used. The first stage was a thorough literature review, followed by expert interviews with six senior managers from the customer side, together with workshop and discussion

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Supardi, Frans, Adil Fadillah, and Lukmanul Hakim. "Pengaruh Komunitas Pengguna Terhadap Loyalitas Pelanggan Studi Kasus Pada Pengguna Sepeda Motor Honda Tiger." Jurnal Ilmiah Manajemen Kesatuan 1, no. 2 (2013): 179–86. http://dx.doi.org/10.37641/jimkes.v1i2.265.

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Community is the right thing to deal with competitors, especially competitors that produce similar products. Through the community, the company will get the informations about complaints and consumer expectations.The community also can create emotional bonds and functional for their products, so customers will be customers who recommend products and company will defend the company's products even deaths (customer advocate). By utilizing a community, the company is expected to create customer loyalty that will impact on increasing sales volume and increased profits (earnings) of the company. Du

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Chen, Shiou Yu. "Types of Customer Emotional Blackmail Perceived by Frontline Service Employees." Social Behavior and Personality: an international journal 37, no. 7 (2009): 895–903. http://dx.doi.org/10.2224/sbp.2009.37.7.895.

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The purpose of this investigation was to identify the types of customer in the financial service industry who adopt distinctive emotional blackmail styles toward frontline service employees to communicate their needs and desires. In-depth interviews and the Q methodology were employed to collect and analyze data. The Q methodology is especially good at clustering stimuli from subjective judgments to form a description of an indescribable object. Five types of customer with distinctive emotional blackmail styles emerged from this analysis; "Guanxiusing customer", "demanding customer", "fair-tre

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Firdaus Adrutdin, Khairul, Azlan Ali, Sallaudin Hassan, Jimisiah Jaafar, Nur Syafiqah A Rahim, and Muhammad Imran Qureshi. "The Relationship between Knowledge for Customer and Service Quality on Customer Satisfaction: A Study on UniKL MITEC Student Services." International Journal of Engineering & Technology 7, no. 2.29 (2018): 69. http://dx.doi.org/10.14419/ijet.v7i2.29.13132.

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Knowledge for customer roles (KC) in student services is essentially very much important since the linkage of knowledge creation, sharing, dissemination and acquisition would be the value created for the customers. One of the important elements of customer knowledge (CK) is knowledge for customer roles (KC) and it reflects on how the process of knowledge transfer and exchange are conducted for the benefits of customer satisfaction (CS). This study aims to discuss on the relationship of knowledge for customer roles (KC) and service quality dimensions (SQ) on customer satisfaction (CS) in studen

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Wasan, Pratibha. "Predicting customer experience and discretionary behaviors of bank customers in India." International Journal of Bank Marketing 36, no. 4 (2018): 701–25. http://dx.doi.org/10.1108/ijbm-06-2017-0121.

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Purpose Banks in India are underperforming on customer-centric measures. The existing mechanisms used by Indian banks for evaluating their customer interface are efficiency measures which are limited in deciphering bank’s success in fulfilling customer needs. The purpose of this paper is to build a case for banks to evaluate their processes on the dimension of customer experience (CE). Design/methodology/approach The study performs in-depth review of literature to identify the factors of CE and uses confirmatory factor analysis to confirm these factors in Indian retail banking context. Post fa

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Mohapeloa, Tshidi. "Effects of silo mentality on corporate ITC’s business model." Proceedings of the International Conference on Business Excellence 11, no. 1 (2017): 1009–19. http://dx.doi.org/10.1515/picbe-2017-0105.

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Abstract Background & orientation: The existence of silo mentality has direct effect on the business model used by any ITC company. Its contribution slows service delivery whilst increasing customer’s despondency. However mitigation could help overcome barriers within divisions, improve customer experience and increase productivity. But when different units as components of a company fail to integrate, collaborate and work together to achieve a common objective goal, not only are performances affected but also operations at all levels. A business model canvas can help determine how a compa

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Yu, Tsu-Wei, and Lu-Ming Tseng. "The role of salespeople in developing life insurance customer loyalty." International Journal of Retail & Distribution Management 44, no. 1 (2016): 22–37. http://dx.doi.org/10.1108/ijrdm-06-2014-0074.

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Purpose – The purpose of this paper is to closely investigate the antecedents affecting relationship quality and its consequences between life insurers and their customers. Design/methodology/approach – Data were collected from the customers of life insurers’ customer relationship management centres and were analysed using in-depth interviews and questionnaires. A structural equation modelling approach is employed to test the hypotheses. Findings – The findings are generally consistent with the literature. This study supports all hypotheses. Finally, the findings of this study confirm that rel

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Charla Griffy-Brown, Mark Chun, and Harvey Koeppel. "Using Customer-Facing Technology to Create New Business Value: Insight From the Public and Private Sector into the Changing Value Equation." Journal of Technology Management for Growing Economies 2, no. 2 (2011): 21–33. http://dx.doi.org/10.15415/jtmge.2011.22008.

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The objective of this research was to address two main questions regarding self-service and the changing value equation: Has the self-service value equation changed in the current downturn? How can organizations leverage information systems and customer facing technology to create new value for customers and even attract more customers? Qualitative data collection and analysis of in depth interviews of public and private sector organizations in the US and Australia were conducted from 2007-2010. To ensure accuracy and to promote triangulation, notes from interviews were transcribed, reviewed a

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Kurniawan, Adji Candra, and Niniet I. Arvitrida. "An agent-based simulation for a trade-off between frequency and depth in retail price promotion strategy." Management & Marketing. Challenges for the Knowledge Society 16, no. 1 (2021): 1–12. http://dx.doi.org/10.2478/mmcks-2021-0001.

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Abstract A good pricing strategy helps retailers generate profits, increase sales, and set a strategic position in the market. However, the interactions between retailers and customers add complexity to retailer pricing decisions. This study aims to model retail pricing complexity and analyse retail pricing strategies using an agent-based simulation approach. Two types of agents are modelled: customers and retailers. Customer buying decisions are influenced by several customer preferences factors, while product prices are set according to the retailer’s promotion strategy. The promotion is app

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Priscila Rajah Davarajah, Syriac Nellikunnel Devasia, Hanim Norza Baba, Hanim Norza Baba, Maria Josephine Williams, and Parameswaran Subramanian. "Opd Service Quality And Satisfaction: A Case Study Of A Private Hospital In Malaysia." GIS Business 15, no. 1 (2020): 31–46. http://dx.doi.org/10.26643/gis.v15i1.17718.

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This study is to find out the customer satisfaction in the context of outpatient department services in a private hospital in Klang Valley. SERVPERF model is used to understand the depth of service quality in outpatient departments. The quantitative data is analysed using SPSS statistical tools analyse customer satisfaction in relation to the five dimensional aspects of the service quality in private hospital, namely; tangibility, reliability, responsiveness, assurance and empathy. The findings and conclusion of the study serves as guideline to the researchers and managers to design a strategi

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Kim, Jinju, Seyoung Park, and Harrison Kim. "ANALYSIS OF CUSTOMER SENTIMENT ON PRODUCT FEATURES AFTER THE OUTBREAK OF CORONAVIRUS DISEASE (COVID-19) BASED ON ONLINE REVIEWS." Proceedings of the Design Society 1 (July 27, 2021): 457–66. http://dx.doi.org/10.1017/pds.2021.46.

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AbstractThe outbreak of the coronavirus disease not only caused many deaths worldwide but also severely affected the development of the global economy, such as supply chain disruptions, plummeted demand, unemployment, etc. These social changes have led to changes in customers' purchasing patterns. Therefore, it is more important than ever for manufacturers to quickly identify and respond to changing customer purchasing patterns and requirements. However, few studies have been done on dynamic changes in customer preferences for product features following COVID-19 spread. This study aims to inve

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