To see the other types of publications on this topic, follow the link: Product-related services.
Journal articles on the topic 'Product-related services'
Create a spot-on reference in APA, MLA, Chicago, Harvard, and other styles
Consult the top 50 journal articles for your research on the topic 'Product-related services.'
Next to every source in the list of references, there is an 'Add to bibliography' button. Press on it, and we will generate automatically the bibliographic reference to the chosen work in the citation style you need: APA, MLA, Harvard, Chicago, Vancouver, etc.
You can also download the full text of the academic publication as pdf and read online its abstract whenever available in the metadata.
Browse journal articles on a wide variety of disciplines and organise your bibliography correctly.
1
Gebauer, Heiko, Regine Krempl, Elgar Fleisch, and Thomas Friedli. "Innovation of product‐related services." Managing Service Quality: An International Journal 18, no. 4 (July 11, 2008): 387–404. http://dx.doi.org/10.1108/09604520810885626.
Full text
2
Avadikyan, Arman, Stéphane Lhuillery, and Syoum Negassi. "Technological innovation, organizational change, and product-related services." M@n@gement 19, no. 4 (2016): 277. http://dx.doi.org/10.3917/mana.194.0277.
Full text
3
Makus, Larry D., John C. Foltz, Joseph F. Guenthner, and Robert R. Tripepi. "Product and Service Attributes Related to Marketing Nursery Stock." HortTechnology 2, no. 4 (October 1992): 483–88. http://dx.doi.org/10.21273/horttech.2.4.483.
Full textAbstract:
Survey data from 3 11 garden centers, landscapers, and combined garden center/landscaping firms in selected western United States trade centers were analyzed. Results identified important product and service attributes used in respondent decisions to purchase nursery stock. In general, product characteristics were ranked higher than supplier services. The highest-ranked product characteristics included plants free of insects and disease, properly dug and handled container or balled and burlapped stock, properly dug and handled bare root stock, and plants available when needed. However, several additional product characteristics received high rankings. The highest-ranked service was supplier knowledgeable about plant materials. A χ2 analysis was conducted to segment this market on the basis of firm size, business type, and geographic location. Results indicated there were limited between-group differences to use in segmenting the market on the basis of size, business type, or location.
4
Winarno, Agung, and Meisa Isnaini. "Meningkatkan Kualitas Waktu Pelayanan Administrasi Kantor Desa dengan Pemanfaatan Microsoft Access Berjaringan LAN (Local Area Network)." Jurnal Pengabdian kepada Masyarakat (Indonesian Journal of Community Engagement) 5, no. 3 (December 1, 2019): 342. http://dx.doi.org/10.22146/jpkm.36685.
Full textAbstract:
The application product for village office administration services using Microsoft Access with LAN networks is the result of research related to the need of excellent service for correspondences at the village office. Product development has ten stages, which are the analysis of potential and problems, data collection, product design, design validation, design revisions, product trials, product revisions, product trials after revision, product revisions, and final production. The results of the product validation indicate that this application is feasible to use. The results of the use of the product indicate that the majority of respondents (village officials) stated that the application system of Microsoft Access-based village administration using LAN networks is very helpful in improving the quality of correspondence services in village offices, especially related to the writing of an inbox agenda book, an outgoing agenda book, letter making. and disposition.Keywords: service applications; service quality; village administration.
5
He, Dan Dan, Fang Qin, and Can Wang. "Application of Cloud Counting in Product Platform Design Services Research." Applied Mechanics and Materials 513-517 (February 2014): 1765–68. http://dx.doi.org/10.4028/www.scientific.net/amm.513-517.1765.
Full textAbstract:
Product platform is a key theory in mass customization method, and it can satisfy diversely customer needs at high efficiency service and reduce enterprise product development costs. This dissertation explores the product platform development routing and design ability service and resources virtualization and other key technologies in the migration process of product platform to cloud platform in the background of computing clouds technology and product platform theory. It proposes the product platform design service architecture based on cloud computing and its design service modes and the related key technology to the study, including product platform resources virtualization in cloud computing environment and product family design ability services technology and product platform cloud data center retrieval technology, etc.
6
Ahsan, Kamrul, and Shams Rahman. "An investigation into critical service determinants of customer to business (C2B) type product returns in retail firms." International Journal of Physical Distribution & Logistics Management 46, no. 6/7 (July 4, 2016): 606–33. http://dx.doi.org/10.1108/ijpdlm-09-2015-0235.
Full textAbstract:
Purpose – In spite of regular occurrence of product returns, research into determinants of returns services in retail businesses is still limited. To fill the gap, the purpose of this paper is to investigate critical determinants of customer to business type product returns services in the retail industry. Design/methodology/approach – The authors develop a framework of product returns services that consists of three major service categories and 16 returns service determinants. The criticality of the determinants of product returns management are assessed employing the analytic hierarchy process (AHP) based multi-criteria decision-making approach. Under AHP set up the authors interview retail operations managers of major retail firms in Australia to identify critical determinants of product returns services. Findings – Results indicate that the most important returns services dimensions are the way in which returns services are handled through interaction, and the outcome of service delivery. The top five critical service determinants of product returns are related to: communication support service for customer, money back for any type of returns, customer support access, user-friendly interaction, and product replacement. Originality/value – The findings of the study can be considered by senior managers of retail firms as a reference guide for designing efficient and effective returns service systems and developing strategies for competitive advantage through product returns, namely, customer retention.
7
Prince, Thomas L., Harry K. Tayama, and John R. Grabner. "Supplier Services and Their Importance to Floral Retailers in the Midwestern United States." HortScience 25, no. 3 (March 1990): 356–58. http://dx.doi.org/10.21273/hortsci.25.3.356.
Full textAbstract:
Survey analysis of retail florists in the midwestern United States and floral mass marketers, nationally, identified 18 major services provided by floral suppliers for their retail customers and quantified the retailers' perceived importance of the services. Product quality maintenance, order/delivery reliability, product availability, response to problems, and personnel courtesy were rated by retailers as the five most important services provided by floral suppliers. Retail florists viewed the importance of the 18 services with primary and secondary concerns, whereas mass marketers largely viewed the services as equally important. Mass marketers perceived services related to product marketing, packaging, labeling, and communication/order information services with greater importance than retail florists. The service profiles provide floral suppliers with market information to develop more effective service programs targeted for specific customer segments.
8
Elidjen, Elidjen, Gandi Cahyadi, and Mario Andika. "Sistem Pelayanan Jasa dan Penjualan Produk Percetakan Berbasis Web pada Proposter Indonesia." ComTech: Computer, Mathematics and Engineering Applications 2, no. 2 (December 1, 2011): 755. http://dx.doi.org/10.21512/comtech.v2i2.2824.
Full textAbstract:
Various constraints related to the availability of up-to-date information services and product sales happen to ProPoster Indonesia, a business of digital printing and display services system run since 2002. ProPoster Indonesia needs to offer an easy access to services and online service sales of printing products to its customers and plans to expand its business services throughout Indonesia. These conditions initiate the development of web-based service and products sales system for ProPoster Indonesia. The main objectives are to overcome the difficulties in obtaining the latest information related to services and products and facilitate promotional printing services to all parts of Indonesia. The sequential linear process model is used to develop the overall system while literature study is done to enrich the insight to develop a better system. The user friendly system makes easy for customers to get the latest information that ultimately facilitate the service process and product sales.
9
Lenfle, Sylvain, and Christophe Midler. "The launch of innovative product-related services: Lessons from automotive telematics." Research Policy 38, no. 1 (February 2009): 156–69. http://dx.doi.org/10.1016/j.respol.2008.10.020.
Full text
10
Yang, Xiaoyu, Philip Moore, and Seng Kwong Chong. "Intelligent products: From lifecycle data acquisition to enabling product-related services." Computers in Industry 60, no. 3 (April 2009): 184–94. http://dx.doi.org/10.1016/j.compind.2008.12.009.
Full text
11
Bikfalvi, A., G. Lay, S. Maloca, and B. R. Waser. "Servitization and networking: large-scale survey findings on product-related services." Service Business 7, no. 1 (June 2, 2012): 61–82. http://dx.doi.org/10.1007/s11628-012-0145-y.
Full text
12
Meyer, Kyrill, Michael Thieme, and Christian Zinke. "Product-Service-Lifecycle." International Journal of Service Science, Management, Engineering, and Technology 4, no. 2 (April 2013): 17–33. http://dx.doi.org/10.4018/jssmet.2013040102.
Full textAbstract:
Product-related services are not sufficiently enough systematically and technically supported. Whereas sophisticated development and management systems for the entire lifecycle of products exist, the support of services is only insufficient. The authors’ developed a holistic concept as basis for IT support functions that are developed by practical reference processes.
13
Kenyon, George, and Kabir Sen. "A model for assessing consumer perceptions of quality." International Journal of Quality and Service Sciences 4, no. 2 (June 15, 2012): 175–88. http://dx.doi.org/10.1108/17566691211232909.
Full textAbstract:
PurposeThe purpose of this paper is to propose a model for linking the dimensions of quality and how customers create their perceptions of quality in the products and services that they purchase. This provides a holistic framework for a better understanding of the various dimensions of product and service quality and their impact on consumer perceptions.Design/methodology/approachA holistic framework for the understanding of the various dimensions of product and service quality and their impact on the creation of consumer perceptions is presented. In addition research questions for future investigations are proposed.FindingsConsumer satisfaction is directly related to how well their expectations for a product or service are met. These expectations are developed from the customers perceptions about the product or service. If the firm wishes to develop new products and services that can create competitive advantage, they must understand how the various product characteristics, or service attributes, effect the creation of consumer perceptions.Originality/valueThis research contributes to the understanding of how consumers create their perceptions and how the various dimensions of product and service quality relate to these properties of perception.
14
Морозов, Владимир, and Vladimir Morozov. "Impact of objective and subjective indicators of service quality on consumption of domestic services." Services in Russia and abroad 9, no. 3 (November 26, 2015): 156–67. http://dx.doi.org/10.12737/14404.
Full textAbstract:
Currently, the final product (goods or services) becomes more intangible due to the presence service component in its structure, comprising a set of additional accessories and services. In fact, the presence of the service components in the product is not an innovation in pure form. Issues related to the quality of customer service have been in focus in the 70-80-ies XX century, in the so-called Soviet period. The need to improve the level of service to ensure product competitiveness and achieving enterprise competitive advantages is the peculiarity of consumer market development nowadays. The article discussed the necessity and possibility of turning traditional consumer services in a service product that has certain competitiveness, i.e. the ability to generate demand through the service components. Moreover, the author examines two groups of indicators of quality of service - objective and subjective. The empirical part of the research is dedicated to testing the theoretical conclusions about the impact of service quality on the consumption of domestic services. The empirical part of the research is dedicated to testing the theoretical conclusions about the impact of service quality on the consumption of domestic services. For this purpose, the author carried out the special marketing research of consumers of domestic services. The methodology of the research has been offered by scientists of Russian State University of Tourism and Service. The survey, which covered 400 people, became the main instrument for collecting information. It was carried out in Mytishchi, Pushkino and Korolev. These cities are among the most developed in the socio-economic and consumer context in North-Eastern suburbs of Moscow region. Marketing research, given in article, allowed forming the structure of consumption of consumer services, revealing the effect of indicators (factors) of quality of services consumption, and making forecast of increasing consumption upon condition of elimination of the negative influence of specific factors.
15
Li, Xiuzhen, and Wenyan Song. "A Rough VIKOR-Based QFD for Prioritizing Design Attributes of Product-Related Service." Mathematical Problems in Engineering 2016 (2016): 1–11. http://dx.doi.org/10.1155/2016/9642018.
Full textAbstract:
Many manufacturers today are striving to offer high value-added product-related services (PRS) due to increasing competition and environmental pressure. PRS can reduce the negative impact on the environment, because it extends the life of products and minimizes the cost. Product and service planning has been considered as the critical factor to the success of PRS. Quality function deployment (QFD) has been recognized as an efficient planning tool which can convert customer needs (CNs) into design attributes of PRS involving product attributes (PAs) and service attributes (SAs). However, the subjective and vague information in the design of PRS with QFD may lead to inaccurate priority of PAs and SAs. To solve this problem, a novel rough VIKOR- (VIseKriterijumska Optimizaciji I Kompromisno Resenje-) based QFD is proposed. The proposed approach integrates the strength of rough number (RN) in manipulating vague concepts with less a priori information and the merit of VIKOR in structuring framework of compromise decision-making. Finally, an application in compressor-based service design is presented to illustrate the potential of the proposed method.
16
Mo, John P. T. "Performance Assessment of Product Service System from System Architecture Perspectives." Advances in Decision Sciences 2012 (October 3, 2012): 1–19. http://dx.doi.org/10.1155/2012/640601.
Full textAbstract:
New business models in complex engineering products have favoured the integration of acquisition and sustainment phases in capability development. The product service system (PSS) concept enables manufacturers of complex engineering products to incorporate support services into the product’s manufacturing and sustainment lifecycle. However, the PSS design has imposed significant risks to the manufacturer not only in the manufacture of the product itself, but also in the provision of support services over long period of time at a predetermined price. This paper analysed three case studies using case study research design approach and mapped the service elements of the case studies to the generic complex engineering product service system (CEPSS) model. By establishing the concept of capability distribution for a PSS enterprise, the capability of the CEPSS can be overlaid on the performance-based reward scheme so that decision makers evaluate options related to the business opportunities presented to them.
17
Andersson, Niclas, and Jerker Lessing. "Product Service Systems in Construction Supply Chains." Periodica Polytechnica Architecture 50, no. 2 (November 28, 2019): 132–38. http://dx.doi.org/10.3311/ppar.12726.
Full textAbstract:
The shipbuilding, automotive and aerospace industries are examples of industries offering product service systems (PSS) to their customers, i.e. they combine physical products with services to add increased value. While product service systems are well established in many manufacturing industries, it has barely emerged in the fragmented and project-based organisation of construction. The objective of this study is to identify and critically review examples of product service systems in construction supply chains, with the purpose of describing how it challenges prevailing business systems and organisation of construction work. The study rests upon two case studies carried out at Gyproc Saint-Gobain in Denmark and Celsa Steel Service in Sweden. The findings reveal significant challenges related to the implementation and marketing of the product service systems provided. Companies that develop and expand their business offers by providing new product service systems tend to find themselves operating in two parallel market segments, i.e. the traditional market of construction components and the new market of product service systems. The PSS-offers reviewed in the case studies show a strong focus and emphasis on the development of the offer and the operational platform, while the companies’ market positions remain unchanged. Thus, the case study companies organise and operate their businesses and market relations as before the implementation of the product service system. The conclusion is that development and implementation of product service systems in construction supply chains requires awareness in the companies’ offer of products and services, well-established operational platforms, and particularly, a renewed market position.
18
Rong, Zhi Jun, Bao Sheng Ying, and Bin Bin Dan. "A Service Oriented Architecture for Collaborative Product Design." Applied Mechanics and Materials 26-28 (June 2010): 1115–18. http://dx.doi.org/10.4028/www.scientific.net/amm.26-28.1115.
Full textAbstract:
The recent advance in information technologies has the potential to greatly enhance product development, and to make distributed designers, engineers, manufacturers and customers work together over networks. This paper reviews related work on service-oriented architecture, distributed infrastructure and highlights the need to integrate service-oriented architecture technologies for meaningful and interactive collaborative design processes. This paper presents a service-oriented architecture implemented by web services for collaborative design. The collaborative workspace is presented to facilitate the design participants’ collaboration. The proposed architecture is applicable to different requirements of design participants and enhances design interaction during the product realization process.
19
Salonen, Anna, Onur Saglam, and Fredrik Hacklin. "Servitization as reinforcement, not transformation." Journal of Service Management 28, no. 4 (August 21, 2017): 662–86. http://dx.doi.org/10.1108/josm-05-2016-0121.
Full textAbstract:
Purpose The purpose of this paper is to explain why product-centric manufacturers utilize advanced services not as vehicles of transformation, but of reinforcement, to strengthen their established business model logic based on selling products and basic product-related services. Design/methodology/approach The empirical basis of this study relies on an in-depth case study of a globally operating manufacturer of industrial pumps and related services. The data includes 31 interviews conducted over several years of in-depth collaboration with the studied firm. Findings Product-centric manufacturers utilize advanced services as engagement platforms to facilitate the external and internal engagement of the actors and the resources controlled by them. Externally, advanced services facilitate access to customer decision makers and insights into their latent needs. Internally, advanced services help the manufacturer to more effectively leverage resources that reside within its different organizational units. Ultimately, in leveraging advanced services as engagement platforms, the manufacturer seeks to boost activities with the greatest immediate impact on its market performance: the sale of products and basic product-related services. Practical implications The study explains why managers should invest into development of advanced services even if such services contribute only marginally to the manufacturer’s direct revenues and profits. Originality/value This study contributes to development of an alternative explanation of servitization that departs from the current paradigmatic assumptions in the field.
20
Choudhary, Ali Iftikhar, Muhammad Asif ., Rashid Mehmood Choudhry ., Zafarullha Siddique ., and Asif Mughal . "Impact Of After Sale Service Characteristics on Customer Satisfaction." Information Management and Business Review 3, no. 6 (December 15, 2011): 360–65. http://dx.doi.org/10.22610/imbr.v3i6.952.
Full textAbstract:
Researcher examines the impact of after sale service characteristics on customer satisfaction in home appliance industry of Pakistan. To what extent does characteristics like delivery time, installation of product, warranty time of product, feedback implementations and quality of service provided satisfies customers? In this globalized market, organizations try to differentiate themselves, so they tend to provide value added services to its customers; according their needs and wants. After detail and extensive review of literature researcher found that after sale service is essential in retaining and satisfying customers. Due to limited time, quantitative study is not possible. Practically our study benefitted for the manager of the organization that are mostly related to home appliances, so that they can check the customers trend towards after sale services characteristics i.e. delivery, installation, warranty, service quality and feedback.
21
Terziev, Venelin, Vanya Banabakova, and Marin Georgiev. "Developing Customer Service Standards." International conference KNOWLEDGE-BASED ORGANIZATION 24, no. 2 (June 1, 2018): 117–22. http://dx.doi.org/10.1515/kbo-2018-0075.
Full textAbstract:
Abstract Ensuring effective customer service requires targeted efforts in a number of areas, one of which is to develop service standards for each market segment. Differentiating customer service is achieved by adopting different standards according to the following criteria: availability of assortment varieties and quantities in percentage of orders placed; actually delivered quantities and assortment varieties in percent of the ordered ones; time (cycle) to execute orders in hours or days, and more. The development of service standards uses the results of its analyzes and assessments. Standards relating to customer service should be developed in the following areas: responsibilities of management; quality control system; supplier's obligations; design management; document management; purchase quality; product identification; management of the processes of providing services; customer service quality assessment; management of control, measuring and implementation equipment; corrective actions applied in the case of established discrepancies in the provided services; loading, unloading, storing, packaging, delivery and storage of the product; customer interaction; control over data related to service quality; internal audits related to service quality; personnel training; statistical methods. This paper explores the need and capability to develop customer service standards and provides an algorithm for developing standards for employee behaviour toward customers
22
Winter, Johannes. "Digital Business Model Innovation: Empirical insights into the drivers and value of Artificial Intelligence." INTERNATIONAL JOURNAL OF COMPUTERS & TECHNOLOGY 21 (May 27, 2021): 63–75. http://dx.doi.org/10.24297/ijct.v21i.9035.
Full textAbstract:
The business activities of traditional industrial companies have commonly focused on products and product-related services. Digital pioneers have evolved their offerings into product-service systems that are networked, intelligent, personalized, and adaptable. The speed at which business models must change continues to be underestimated by many market participants, especially when order books are well filled and the pressure to change appears to be low. Industrial and service companies need to adapt to the changes induced by new market players better today than tomorrow to secure future business success and remain competitive in the digital age. The aim of this article is to intensify the debate on digital business model innovation in industry and the service sector and to enrich it with practical examples of the successful implementation of artificial intelligence in products and services.
23
Munten, Pauline, Joëlle Vanhamme, and Valérie Swaen. "Reducing obsolescence practices from a product-oriented PSS perspective: A research agenda." Recherche et Applications en Marketing (English Edition) 36, no. 2 (January 25, 2021): 42–74. http://dx.doi.org/10.1177/2051570720980004.
Full textAbstract:
This conceptual article reviews current knowledge across relevant disciplines and proposes a research agenda related to the capacity of product-oriented product–service systems (PSS) – which are servitization practices, similar to product–service bundling – to mitigate the obsolescence problem of durable products (in the form of deliberate curtailment of product lifespans or symbolic devaluation of devices). Taking both consumer and company perspectives on this possibility, this study outlines paths for research into how marketing can advance knowledge, particularly in relation to product design and sustainable marketing fields. As a contribution to product–service bundling literature, this article also proposes that different types of bundling strategies can be deployed strategically to enhance environmental performance and reduce obsolescence. The effects of product-oriented PSS on obsolescence depend on the type of added services that companies bundle with their products. This insight offers some implications for managers who might seek to adopt product–service bundling and for regulators and policy makers who want to combat obsolescence.
24
Zhao, Meina, Jing Wang, Heng Zhang, and Gang Zhao. "ERP Perspective Analysis of PSS Component and Decision-Making." Sustainability 11, no. 4 (February 18, 2019): 1063. http://dx.doi.org/10.3390/su11041063.
Full textAbstract:
This paper has developed a neuromarketing framework measuring the relationship between products and services in product–service systems (PSSs), particularly regarding its impact on PSS decision making. We divided the PSSs into different levels of product and service combinations in order to identify the impact of the various elements in PSS on decision making, particularly the key factor that induces significant variation in the purchase rate. The experiments showed the neural mechanisms behind the value perception of PSSs; this has been indicated by the appearance of N170, which is related to the cognition processing of familiarity and similarity. It is concluded that the perceived value of the product-oriented PSS is mainly determined by the product attribute, as the promotional effect of service has been clarified. The results explain the psychological and neurological activities that take place when consumers are browsing product–service bundles, which may help corporations better understand the relationships among the components in product–service bundles, providing insight for PSS innovation and service design.
25
Parmujianto. "LOYALITAS KONSUMEN LEMBAGA KEUANGAN MIKRO SYARIAH (Studi pada Bayt al-Mal wa al-Tamwil Maslahah Sidogiri Pasuruan)." MALIA (TERAKREDITASI) 11, no. 2 (July 4, 2020): 289–310. http://dx.doi.org/10.35891/ml.v11i2.2148.
Full textAbstract:
Consumer loyalty of the Sharia Microfinance Institution LKMS-BMTM has distinctive characteristics related to decision making on the use of Sharia financial institutions and conventional products. Some of the strategies implemented by BMTM in maintaining consumer loyalty are providing convenience in transactions, attractive product offerings, post-transaction attention, engaging consumers, giving gifts, and improving employee performance.
Besides the general factors related to consumer loyalty, such as affordable prices, good places, and good services, it appears that customer loyalty to the service is closely related to the ideology adopted by service providers and consumers. Therefore, running a business needs to pay attention to aspects of consumer socio-religiosity around it, especially for business sectors that are still concerned with direct interaction between consumers and services.
26
Kohtamäki, Marko, and Petri Helo. "Industrial services – the solution provider’s stairway to heaven or highway to hell?" Benchmarking: An International Journal 22, no. 2 (March 2, 2015): 170–85. http://dx.doi.org/10.1108/bij-01-2015-0002.
Full textAbstract:
Purpose – The role of industrial services has increased in importance as product manufacturing oriented companies have been moving towards industrial services and integrated solutions. While migrating towards solutions provision, manufacturing companies have been developing new Service offerings, service business models logics and methods of service delivery are developed by using new technologies for value co-production and co-creation. The purpose of this paper is to discuss the solution providers perspective by illustrating central approaches tapping into industrial services, such as environment-strategy-fit, scope of industrial service offering, industrial service business capabilities, and servitization process. Design/methodology/approach – The paper reviews literature related to industrial service phenomenon providing a: framework for environment-strategy-fit in the context of Industrial Services taking Fit; defining industrial service business; defining industrial service business capabilities; and a critical perspective toward industrial service business research. Findings – Where this paper provides a framework for environment-strategy-fit in the context of Industrial services, it also develops grounds to consider the maturity levels of servitization in a solution provider context. This paper recognizes the maturity levels of manufacturing companies providing a typology to analyze the level of servitization. Finally, this paper also serves as an introduction to an interesting special issue on industrial services. Originality/value – The existing industrial service theory related industrial services can be strengthened by developing frameworks and typologies to better understand the transformation from products to industrial services and integrated solutions. technology digitalization and enable operational and outsourcing services, in addition to performance services.
27
Klein, Patrick, Wilhelm Frederik van der Vegte, Karl Hribernik, and Thoben Klaus-Dieter. "Towards an Approach Integrating Various Levels of Data Analytics to Exploit Product-Usage Information in Product Development." Proceedings of the Design Society: International Conference on Engineering Design 1, no. 1 (July 2019): 2627–36. http://dx.doi.org/10.1017/dsi.2019.269.
Full textAbstract:
AbstractBy applying data analytics to product usage information (PUI) from combinations of different channels, companies can get a more complete picture of their products’ and services’ Mid-Of-Life. All data, which is gathered within the usage phase of a product and which relates to a more comprehensive understanding of the usability of the product itself, can become valuable input. Nevertheless, an efficient use of such knowledge requires to setup related analysis capabilities enabling users not only to visualize relevant data, but providing development related knowledge e.g. to predict product behaviours not yet reflected by initial requirements.The paper elaborates on explorations to support product development with analytics to improve anticipation of future usage of products and related services. The discussed descriptive, predictive and prescriptive analytics in given research context share the idea and overarching process of getting knowledge out of PUI data. By implementation of corresponding features into an open software platform, the application of advanced analytics for white goods product development has been explored as a reference scenario for PUI exploitation.
28
Hidayat, Arief, Harry Soesanto, and Mahfudz Mahfudz. "THE EFFECTS OF PRODUCT QUALITY, SERVICE QUALITY AND ATTRIBUTES RELATED TO SERVICE AS BRAND SWITCHING ANTICIPATION AND THEIR IMPLICATION ON CUSTOMERS’ SATISFACTION." Jurnal Sains Pemasaran Indonesia (Indonesian Journal of Marketing Science) 16, no. 3 (April 3, 2018): 203. http://dx.doi.org/10.14710/jspi.v16i3.203-220.
Full textAbstract:
Utilization of clean sources of SWRO products, tank water, and groundwater which are processed by themselves into clean water become an indication of brand switching by a company in Nizam Zachman Ocean Fisheries Port area. Research literature conducted by researchers based on re-purchase decisions led researchers to develop five empirical hypotheses, namely service quality, attribute related to services, product quality, brand switching and customer satisfaction. Data on observed variables were obtained through an interview with a questionnaire to 108 at clean water customer of Indonesian Fisheries Public Company (Perum Perikanan Indonesia) within Ocean Fisheries Port of Nizam Zachman Jakarta and tested by using AMOS statistic software 21. The test result showed that Brand Switching is statistically proven to be influenced by Product Quality, Service Quality and Attributes Related To Service and Customers’ Satisfaction statistically proven to be influenced just by Service Quality while product quality and Brand Switching are not statistically proven influenced on Customer Satisfaction.
29
Asmoro, Agung Yoga, M. Nilzam Aly, and Handika Fikri Pratama. "Identifikasi Service Blueprint di Desa Wisata Kebontunggul (Lembah Mbencirang), Kecamatan Gondang, Kabupaten Mojokerto." Inovbiz: Jurnal Inovasi Bisnis 8, no. 2 (December 7, 2020): 158. http://dx.doi.org/10.35314/inovbiz.v8i2.1549.
Full textAbstract:
This study aims to comprehend the actual conditions of business processes and to identify service blueprints in the Kebon Tunggul Tourism Village "Lembah Mbencirang" by analyzing their business activities and service flows to visitors. This research is community-based research (CBR) conducted using the Participatory Action Research (PAR) approach. It resulted in the findings that there were various internal problems related to management during 2017-2020, especially related to the accountability and transparency of budget management in addition to more fundamental issues regarding tourist attraction management, such as the absence of an organizational structure, no clear division of staff duties, and the nonappearance of a standardized service flow. We concluded that basically, the business processes in the Lembah Mbencirang can be grouped into two, the first is the package tour services, and the second is the general visitors’ services. As a tourism product which is essentially a service product, service blueprint is very significant as an effort to understand the service experience from the perspective of the customer, which in this context was not previously owned by the manager. The service blueprint generated from this study can identify the existence of various service processes so that all staff can cognize the context and conditions of their duties in a more holistic customer service perspective.
30
Sousa, Rui, and Giovani J. C. da Silveira. "Advanced services and differentiation advantage: an empirical investigation." International Journal of Operations & Production Management 40, no. 9 (July 2, 2020): 1561–87. http://dx.doi.org/10.1108/ijopm-11-2019-0728.
Full textAbstract:
PurposeThis study theoretically articulates and empirically validates a model of relationships between market complexity (competition intensity, heterogeneity and technological change), strategic focus on product and service differentiation, ADS offerings and differentiation advantage.Design/methodology/approachThe authors develop and test hypotheses through structural equation modeling based on data from the Sixth International Manufacturing Strategy Survey (IMSS-VI), involving 931 manufacturers from 22 countries.FindingsThe results indicate that (1) market complexity has a positive impact on strategic focus on product and service differentiation; (2) focus on product and service differentiation, but not market complexity, has a positive impact on the extent to which business units offer ADS to their customers; (3) ADS have a positive impact on service differentiation advantage, but no influence on product differentiation advantage.Practical implicationsManagers should incorporate decisions related to ADS provision as part of their manufacturing strategy formulation processes to align markets, strategic focus on product and service differentiation, and ADS provision. ADS seem an appropriate lever for market differentiation, because they appear not only to support service differentiation advantage, but also to be consistent with strategic focus on product differentiation.Originality/valueThe study provides novel insights and large-scale empirical evidence on the influence of the market environment on the offering of ADS, as well as on how relationships between the product and service activity in the manufacturing organization may affect differentiation advantage.
31
Wolfmayr, Yvonne. "Export Performance and Increased Services Content in Manufacturing." National Institute Economic Review 220 (April 2012): R36—R52. http://dx.doi.org/10.1177/002795011222000115.
Full textAbstract:
Against the background of the increasing services content of many manufactured goods, the paper attempts to assess the role of (domestically and internationally) purchased service inputs for the relative export performance of countries in a particular manufacturing industry. It estimates an empirical model of export market shares for EU15 countries and twelve disaggregated manufacturing industries over the period 1995 to 2007. Whereas most traditional explanations are based on the influence of relative costs and technology-related variables, this paper emphasises the importance of services as a determinant of both product quality and the sectors’ productivity. The service linkage variables are based on national input–output tables. The analysis finds a positive and highly significant impact of services on export market shares of manufactured goods. Distinguishing between domestically-sourced service inputs and imports results in a robust and highly significant impact of international service linkages, while the analysis finds no impact of domestic service linkages.
32
Wang, Bin, and Jing Wang. "Price and Service Competition between New and Remanufactured Products." Mathematical Problems in Engineering 2015 (2015): 1–18. http://dx.doi.org/10.1155/2015/325185.
Full textAbstract:
This paper sets two manufacturers on the market. One is traditional manufacturer, which produces new products, and the other remanufactures by recycling used products. Two manufacturers sell products to customers through one retailer and also provide product-related services. Three participators decide prices and service levels independently. We discuss the optimal decision of prices, service levels, demands, and profits in three scenarios: Manufacturers Stackelberg, Retailer Stackelberg, and Nash Equilibrium. We also study the influence of customer acceptance of remanufactured product(θ)on participators’ decisions. With the increase ofθ, new product profit reduces; remanufactured product profit increases at the beginning and then decreases. Retailer profit grows steadily. In Manufacturers Stackelberg, new and remanufactured products can get the maximum profits, and retailer only has the minimum profit. In Retailer Stackelberg, retailer can get the maximum profit; new product only has the minimum profit and remanufactured product has the medium gain. In Nash Equilibrium, new product and retailer have the medium gains, and remanufactured product has the minimum profit.
33
Akbar, Romi Nur asfi, Fahmi Indiarto, Arfani Aristiantoro, and Yudo Utomo. "Aplikasi Online Berbasis Android “SI TekO” (Sistem Informasi Teknisi Online) Sebagai Solusi Mempermudah Masyarakat Dalam Mendapatkan Jasa Service." Generation Journal 5, no. 1 (March 23, 2021): 27–34. http://dx.doi.org/10.29407/gj.v5i1.14467.
Full textAbstract:
In this industry 4.0 era, Indonesian people have been replaced by machines or computers, so researchers have created an SI-TekO-based application. As if when electronic goods, IT, or damaged installations want to repair or install tools at home, it will be easier to use online services. Services are often seen as a complicated phenomenon. The word service itself has many meanings, from personal service to service as a product. Production of services may be related to physical products or not. Very often the problem is when we are bothered at work so we lack the time to look for repair services for our electronic devices, and install the installation that we expect. Therefore the researchers created an android-based application called SI-TekO. The results of this study are Android-based applications that are SI-TekO.
34
Kozłowska, Anna. "The gastronomic product of Łódź hotels." Turyzm/Tourism 29, no. 1 (June 30, 2019): 35–42. http://dx.doi.org/10.2478/tour-2019-0004.
Full textAbstract:
Restaurants and other facilities providing catering services are an important part of hotels, can be their flagship product or make them unique. The obligation to provide restaurant services was imposed by the Ordinance of the Minister of Economy and Labour of 19th August 2004, concerning hotel and other facilities where hotel services are provided. Despite the dynamic development of gastronomy in the 21st century, running catering facilities in hotels is often an obligation which does not bring additional income. The aim of the research is to present the gastronomic product in Lodz hotels, understood as all the services related to gastronomy that are provided. The analysis was conducted with respect to the brand of the facilities, references to local cuisine and the availability of hotel gastronomy to potential guests. The work also presents factors that may facilitate access to hotel gastronomy, breaking the stereotype of ‘available only for hotel guests’, as well as the advantages of using the hotel's gastronomic product in a proper way.
35
Petrovan, Adrian, Gabriela Lobonţiu, and Sandor Ravai-Nagy. "A Generic Ontology for Product Structuring." Applied Mechanics and Materials 809-810 (November 2015): 1281–86. http://dx.doi.org/10.4028/www.scientific.net/amm.809-810.1281.
Full textAbstract:
Product development requires certain activities which are based on reasoning, logic, structure, etc. and which is using large quantities of knowledge. Transiting successive well-defined stages is transforming market requirements into products or merchantable services. New product development requires the creation and evaluation of product development strategy, the organization and product concept generation, designing, testing and validation of product design, its manufacture, marketing and ensuring the product warranty and post-warranty service. The interest of an ontological approach is now well documented in the literature, especially related to clarifying, formalizing and standardizing the conceptual entities within a domain of discourse. The work presented here aims at designing a generic ontological model of the product structuring models’ domain, suitable to be easily extended to cover the many sub-domains of PD, thus facilitating the design of such application ontologies in the future, and their implementation in CAx platforms and data management systems.
36
Lestari, Asih Widi, Trimurti Ningtyas, and Firman Firdausi. "Describes how public service innovations on population and civil registration services in East Java, Indonesia." Public Administration and Regional Development, no. 11 (March 31, 2021): 35–51. http://dx.doi.org/10.34132/pard2021.11.02.
Full textAbstract:
This article aims to describe the innovation of population services and public services in East Java Province by taking locations in two major cities in East Java Province. Try to identify and explain determine innovations in population services and civil registration in East Java by taking the focus of the object of two cities, namely Surabaya City and Malang City, East Java, Indonesia. The method used in this research is descriptive qualitative using three stages, namely observation, interview and documentation. Observations were made by observing the process of population services and civil registration in both cities, while interviews were conducted with officers and stakeholders related to population service innovations and civil registration. documentation is done by collecting data from supporting reports from the service of population and civil registration as well as literature related to the topic. The results have been found that the City of Surabaya and the City of Malang have made innovations in the management of population services and civil registration. The strategy used is almost the same, namely by facilitating services to the community, so that people get easy and fast services in the field of population and civil registration. There are five innovation criteria in population services, namely process innovation, method innovation, product innovation, conceptual innovation and technological innovation.
37
de Boer, Luitzen, Elsebeth Holmen, and Corina Pop‐Sitar. "Purchasing as an organizational design problem: the case of non‐product‐related items and services." Management Decision 41, no. 9 (November 2003): 911–22. http://dx.doi.org/10.1108/00251740310500903.
Full text
38
Christofi, Michael, Erasmia Leonidou, Demetris Vrontis, Phillip Kitchen, and Ioanna Papasolomou. "Innovation and cause-related marketing success: a conceptual framework and propositions." Journal of Services Marketing 29, no. 5 (August 10, 2015): 354–66. http://dx.doi.org/10.1108/jsm-04-2014-0114.
Full textAbstract:
Purpose – This paper aims to illustrate how innovation typologies may lead to cause-related marketing (CRM) success when applied to services. Design/methodology/approach – Hence, the paper identifies product/service and brand factors that underpin CRM success, undertakes an innovation theory application in CRM and examines its theoretical and practical significance. Findings – The paper develops a conceptual framework that may serve to facilitate CRM success. Originality/value – Intended contributions include: a critical review of academic research related to CRM success; identification of underdeveloped connections between five innovation types and CRM success; enrichment of the innovation and CRM literature by developing a framework that combines these; managerial guidelines to achieve successful CRM practice in services; and an agenda for future research in CRM via a multi-dimensional concept of innovation.
39
Rater, Salya, Fardiansyah, and Safrijah. "Community Service Satisfaction Index Information System Using the Web-Based CSS Method (Community Satisfaction Survey) at Statistics Center in Tapaktuan." Jurnal Inotera 6, no. 2 (July 29, 2021): 74–82. http://dx.doi.org/10.31572/inotera.vol6.iss2.2021.id144.
Full textAbstract:
The Community Satisfaction Index (CSI) is data and information about the level of community satisfaction from quantitative and qualitative measurement results in obtaining services from public service administrators by comparing their expectations and needs. Public service providers, community service units are faced with many related things. This application system uses the Community Satisfaction Survey (CSS) method, which is an activity carried out using a questionnaire as a research instrument. Community satisfaction services held are not aimed at seeking profit but must prioritize service quality in accordance with the demands, expectations and needs of the people being served. Public service providers are faced with many things related to improving service quality through good performance and quality of product. And this public service dominates the related agencies. To measure the performance of public service units, elements / indicators are needed to provide an assessment of the performance results of public service units. This system is designed to find out the results of public service performance at the Central Statistics Agency (BPS) in Tapaktuan which is measured based on the unknown Public Service Satisfaction Index. The Community Satisfaction Index (CSI) system aims to determine the level of service performance in Tapaktuan Central Statistics Agency (BPS) in providing services to the community, as well as a vehicle for absorbing community aspirations in the form of suggestions, hopes, as well as complaints about the services that have been provided so far. to be used as guidelines for policy makers, programs and strategies for improving services. One of the efforts to improve the quality of public services as mandated in the Republic of Indonesia Law Number 25 year 2000 concerning the National Development Program, in the Decree of the Minister of State Apparatus Empowerment Number 14 of 2017 concerning guidelines for preparing community satisfaction surveys of public service administration units.
40
Tauqeer, Muhammad, and Knut Erik Bang. "Integration of Value Adding Services Related to Financing and Ownership: A Business Model Perspective." Proceedings of the Design Society: International Conference on Engineering Design 1, no. 1 (July 2019): 2279–86. http://dx.doi.org/10.1017/dsi.2019.234.
Full textAbstract:
AbstractIt is an agreed fact among scholars that services are more sustainable compared to the products. By offering services, traditional companies can lock their customers into a long-term and sustainable revenue generation settlement. Available academic literature is abundant with methodologies related to service development. However, this study investigates various value adding service options related to financing and ownership of a product that can be offered on top of the existing products. It is important to understand these options from the consumer as well as supplier perspective. The most well established options available for financing/ownership are compiled, and sorted with respect to intangibility, ownership, financing and value addition scale. The study argues that the identified options incrementally add value to the existing offering by increasing the purchasing power and reducing the ownership obstacles for the customers. However, for the supplier, the decision depends on the trade-off between value addition for the customers and the business model changes required.
41
Charlebois, Sylvain, Mark Juhasz, and Janet Music. "Supply Chain Responsiveness to a (Post)-Pandemic Grocery and Food Service E-Commerce Economy: An Exploratory Canadian Case Study." Businesses 1, no. 2 (July 8, 2021): 72–90. http://dx.doi.org/10.3390/businesses1020006.
Full textAbstract:
The focus of this study looks at the motivations and rationale from a national survey of over 7200 Canadians in November 2020 into why they use online services to purchase food. As a result of the global COVID-19 pandemic, food supply chains have been significantly altered. Consumers are purchasing foods with different dynamics, including when they buy in-person at groceries, at restaurants or at food service establishments. Elements of the food supply chain will be permanently altered post-pandemic. The study looks at a specific set of factors, captured in the survey, namely, consumer price sensitivity to the costs of online food purchasing, growing sustainability-related concerns over food packaging and waste, and product sensory experience related to how online purchasing changes from in-person food selection. The end goal, emerging from a case study, is insight into the strategies and preparedness with which CPGs, food services, and retailers can better manage the supply chain in their food product offerings in the post-pandemic era.
42
Kadalora, Eka, A. A. P. Agung Suryawan Wiranatha, and Amna Hartiati. "TINGKAT KEPUASAN KONSUMEN TERHADAP KUALITAS PRODUK DAN PELAYANAN BALI BAKERY." JURNAL REKAYASA DAN MANAJEMEN AGROINDUSTRI 7, no. 3 (September 3, 2019): 478. http://dx.doi.org/10.24843/jrma.2019.v07.i03.p15.
Full textAbstract:
The aim of this study are 1) To find out the attributes that are considered important by consumers in order to achieve the consumer satisfaction of Bali Bakery 2) To determine the level of consumer’s satisfaction on the products and services provided by Bali Bakery 3) To determine the attributes that considered to get priority in Bali Bakery, based on the level of suitability between interests and performance to provide the satisfaction to the consumers. The data of this study was obtained by distributing 187 questionnaires to the consumers of Bali Bakery Hayam Wuruk Denpasar branch. The Importance Performance Analysis method was used to determine the level of consumer satisfaction related to product quality and service quality performed by the company. The results of the study indicate that consumers were satisfied toward the quality of the product and the quality of services provided by the company. The level of consumer satisfaction toward the product quality was 80,34% and toward the service quality was 81.27%. The attributes that need to be prioritized were all of variables in quadrant A, namely affordable product prices, product packaging that was able to keep the product from being damaged to its destination, the availability of adequate parking space, employees of Bali Bakery providing the same service regardless of social status, and the Bali Bakery restaurant
established the opening hours in accordance to the needs of consumers.
Keywords: Consumer Satisfaction, Importance Performance Analysis, Cartesian Diagram.
43
Sowier-Kasprzyk, Izabella, and S[ł]awomir Kowalski. "Safety of Sports Mass Events in the Context of Creating a Marketing Product." System Safety: Human - Technical Facility - Environment 1, no. 1 (March 1, 2019): 851–58. http://dx.doi.org/10.2478/czoto-2019-0109.
Full textAbstract:
AbstractSafety as a state that gives a sense of confidence and a guarantee of its maintaining may also act as an element motivating to use a product or service, certainty of use of the product and the certainty of using the service. In the second approach, mass-specific services, including sports services related to the operation of sports clubs, are a service specific in terms of security. The entity providing them should ensure the safety of all its participants, from sportsmen to sports spectators. The aim of the article is to present partial results of research results on the relationship between the sense of safety of sports club fans and active participation in a sports event. The research covered a group of 1127 people surveyed in the first half of 2018 using a direct questionnaire on fans of sports teams and research on secondary sources.The main hypothesis is that a sporting event allows to extend a marketing offer to new segments, enrich the expanded sports product, set new pricing strategies and use promotion only when a viewer has a high sense of security. In this approach, it is security from the point of view of the customer that determines the use of a sports service, but also satisfaction, and, in the future, also loyalty.
44
Heidarzadeh Hanzaee, Kambiz, Mona Sadeghian, and Saeed Jalalian. "Which can affect more? Cause marketing or cause-related marketing." Journal of Islamic Marketing 10, no. 1 (March 4, 2019): 304–22. http://dx.doi.org/10.1108/jima-04-2016-0028.
Full textAbstract:
Purpose The purpose of this study is to investigate the effects of corporate social responsibility on customer satisfaction, loyalty and repurchase with or without cause-related marketing or cause marketing across Islamic companies. Design/methodology/approach An experimental survey of Iranian university students was conducted to investigate the customer satisfaction, loyalty and purchase intention with companies using social marketing methods such as corporate social responsibility along with cause marketing and cause-related marketing. A total of 400 usable surveys were obtained in SRBIA University of Tehran, while possessing the greatest ability to consume more hoteling services companies and mobile producers beyond Iranian students. Findings The results indicated that through an experimental research by including social marketing in products or service companies such as mobile producers and hotel services companies in Iran (as an Islamic country), there are same levels of loyalty and repurchase intentions, but different levels of customer’s satisfaction. Furthermore, the authors found out there is no significant difference regarding the effect of cause marketing and cause-related marketing on loyalty and repurchase intentions. Also, it is different on customer’s satisfaction given the company type. Research limitations/implications The sampling frame for this research was limited to students in one of Iran capital city universities. The results are not exactly generalized to all the populations for Iranian product or service consumers. Also, the sampling methods used in this research might have generated bias due to time and resources constraints. So, it is recommended for future studies to consider broader samplings more than university students and beyond only the consumers of international product or service companies. Originality/value No study has used corporate social responsibilities to explain customer satisfaction while providing cause marketing and cause-related marketing as corporate social marketing in service companies influencing the customer loyalty and repurchase intentions.
45
Kaňovská, Lucie. "Are smart service manufacturing providers different in cooperation and innovation flexibility, in innovation performance and business performance from non-smart service manufacturing providers?" Engineering Management in Production and Services 12, no. 4 (December 1, 2020): 105–16. http://dx.doi.org/10.2478/emj-2020-0031.
Full textAbstract:
Abstract To overcome the challenges posed by increasing competition, many traditional manufacturing companies are moving from the mere production of manufacturing goods to the integration of services that are more or less integrated into the product, which is also due to the constant development of the industry. Moreover, many manufacturing companies offer products that use smart technologies. This paper focuses on the importance of smart service provision for cooperation and innovation flexibility, innovation performance and business performance in small and medium manufacturing companies. The paper aims to find out if smart service manufacturing providers are different in cooperation and innovation flexibility and innovation and business performance from non-smart service manufacturing providers. To better understand the issue, research was undertaken in 112 small and medium manufacturing companies of the Czech Republic. The problems of smart service provision were investigated in the first empirical research held among the electric engineering companies (CZ-NACE 26 and CZ-NACE 27) in the Czech Republic. The findings show that smart service manufacturing providers are better in internal cooperation flexibility, innovation flexibility related to product and to accompanying services and in business performance than non-smart service manufacturing providers. Theoretical implication contributes in two specific ways: first, in the presentation of the interconnection of smart services and cooperation flexibility, innovation flexibility, innovation performance and business performance; and second, in the identification of the impact of smart services in manufacturing SMEs and in finding out which areas affect the provision of smart services. The findings can have a positive influence in several areas; therefore, they can be important factors for many manufacturing companies which still need some persuasion to offer smart services.
46
Holdford, David A. "Perspectives on the pharmacist’s “product”: a narrative review." Pharmacy Practice 19, no. 2 (May 31, 2021): 2430. http://dx.doi.org/10.18549/pharmpract.2021.2.2430.
Full textAbstract:
Clarity about the pharmacist’s “product” is fundamental to developing and communicating the value of pharmacy offerings. It is clear within the profession that pharmacists use their scope of knowledge and technical skills to address medication-related needs of individuals and populations. However, confusion still remains in the professional and public literature about what a pharmacist precisely produces for society. Is it a drug, service, program, solution, or something else? As the profession evolves from one that focuses on dispensing drugs to a profession that seeks to achieve positive patient health outcomes, pharmacists need to better conceptualize and articulate what they produce. This narrative review explores ideas from the marketing, business strategy, and entrepreneurship literature to discuss diverse perspectives on the pharmacist’s product. The four perspectives are the product as (1) a tangible product, (2) an intangible service, (3) a “smart, connected” good or service, and (4) a solution to a customer problem in whatever form provided. Based upon these perspectives, the pharmacist’s product can be any combination of tangible or intangible, face-to-face or virtual offering produced by pharmacists that seeks to satisfy medication-related needs and wants of pharmacy patients and customers. Ideas discussed in this review include the total product concept, classification schemes from the services marketing literature, the theory of service-dominant logic, the concepts of “smart, connected” products and industrialized intimacy, and the jobs-to-be-done framework. These various perspectives offer lessons for pharmacists on how to innovate when serving patients and customers and to communicate the pharmacist’s value proposition to the people they serve.
47
Damanik, Elsye Rumondang. "Bagaimana Product Knowledge dan Product Involvement Memotivasi Konsumen? (Kajian Motivasi Masyarakat Terhadap Pemilihan Jurusan Komunikasi Pemasaran Universitas Bina Nusantara sebagai Tempat Melanjutkan Pendidikan Tinggi)." Humaniora 4, no. 2 (October 31, 2013): 1336. http://dx.doi.org/10.21512/humaniora.v4i2.3578.
Full textAbstract:
Consumers require knowledge and involvement upon consuming products/services. In order to find out the characteristics of the products/services, consumers perform certain efforts from searching information through the media, being directly involved by using the products/services, to asking questions to the products/services users. Consumers’ level of interest and ability in deciding which products/services they want to use also vary. Consumers are highly influenced by product knowledge, and (personal) involvement with the chosen products/services. This research aims at understanding how characteristics of products/services and personal involvement motivate consumers in using the services of Jurusan Komunikasi Pemasaran Universitas Bina Nusantara. Using quantitative research approach, this research tried to understand the level of validity and reliability of research instrument, the efficiency of research instrument, and relationship among variables. The result showed that the research instrument is valid and reliabel. The reliability is stated from the Cronbach Alpha value of each variable (product knowledge = 0,877; product involvement = 0,734; motivation = 0,836). The instrument is valid with Corrected Item-Total Correlation value of 0,148 (approx. df = N-2; or df = 164). It is concluded that consumers’ product knowledge and product involvement to Jurusan Komunikasi Pemasaran Universitas Bina Nusantara motivate the (future) students in putting it as the preferred place to have quality education. One of the suggestions is to invite more media practitioners during Open House Program since it will enable the (future) students to have better understanding on the communication related activities.
48
Mohammadian, Masoud. "Intelligent Decision Making and Risk Analysis of B2c E-Commerce Customer Satisfaction." International Journal of Fuzzy System Applications 4, no. 1 (January 2015): 60–75. http://dx.doi.org/10.4018/ijfsa.2015010104.
Full textAbstract:
Customer satisfaction and relationship is complex, demanding, and yet crucial to an organization success and its competitive position in the marketplace. Due to rapid changes in emerging technologies there is a need for constant improvement and adjustment of product and services offered using e-commerce systems. Customer satisfaction is dependent on a large number of organizational as well as product and services attributes. These attributes require continuous development, improvement and monitoring. The interdependencies of these attributes make it very difficult for managers and product and services development teams to comprehend and be aware of effect (, Rohm et al 2004, , ) of inefficiencies that may exist in development and offering of their products and services. This paper considers the implementation of an intelligent decision making system using Fuzzy Cognitive Maps (FCMs) to provide facilities to capture and represent complex relationships in a customer satisfaction management and modelling to improve the understanding of managers and product developers about their customers and associated risks related to products and services that are offered online using e-commerce sites. By using FCMs, customer satisfactions can regularly be reviewed and improved. Managers can perform what-if analyses to better understand vulnerabilities and pitfalls in the way their product and services are provided to customers.
49
Rahman, Mahfuzur, Sedigheh Moghavvemi, Thinaranjeney Thirumoorthi, and Muhammad Khalilur Rahman. "The impact of tourists’ perceptions on halal tourism destination: a structural model analysis." Tourism Review 75, no. 3 (January 30, 2020): 575–94. http://dx.doi.org/10.1108/tr-05-2019-0182.
Full textAbstract:
Purpose Though halal-related services have been discussed in tourism services literature, exploratory study in this area is not enough, particularly in non-Muslim tourists’ perspectives. This study aims to investigate the impact of non-Muslim tourists’ perceptions of halal products or services on their loyalty of intention for halal tourism destination. Design/methodology/approach Structured questionnaires are used for collecting data from non-Muslim tourists. SmartPLS is used in this study for data analysis. Findings The results find that banning non-halal services and implementing halal food product services are significantly related to trip experience and trip value. General halal services are positively related to trip value, whereas trip experience is not associated with it. In addition, trip experience and trip value have a significant impact on satisfaction. The results also find that tourists’ loyalty intention is attributed to satisfaction of non-Muslim tourists. ` Originality/value The study reveals new insight into halal tourism in the perspective of non-Muslim tourists’ halal products or service toward their future travel to halal destination. The contribution of this study is important for tourism operators, managers and marketers of destination tourism with a direct/indirect leadership to improve the tourism destination for non-Muslim tourists’ perceptions.
50
Dressler, Marc, and Ivan Paunovic. "Customer-centric offer design." International Journal of Wine Business Research 31, no. 1 (March 11, 2019): 109–27. http://dx.doi.org/10.1108/ijwbr-07-2018-0036.
Full textAbstract:
Purpose The purpose of this study is to provide insight into characteristics of visitor demand for a regionally oriented vinotheque (wine bar and shop) at a UNESCO world heritage destination in Germany. The research especially focuses on expected offer components for a wine bar and shop, including wine-related products and services, to test the theoretical notion of blurred division between product and service offerings. The literature review has revealed that implications of this conceptual notion on wine bar and shop offer creation could be profound as there are different types of wine bar and shops with different product–service combinations. Moreover, the offer creation needs to take into account the overall needs of wine bar and shop visitors and consider them as experience seekers and not necessarily utility-maximizing players. In this sense, the paper expands previous research on vinotheques that primarily took the wine retail perspective. Design/methodology/approach The study deals with wine-related sales, offer design and the importance of tourism and hospitality for wine sales in a non-growing wine market. However, the concept of increasing wine sales through tourism and hospitality brings to the forefront the issues of creating integrated offerings of products and services. This is why, the study deploys the concepts of hybrid products and experience economy. The primary data have been collected via self-administered, paper-based questionnaire (Appendix 2) amongst visitors at the St. Goar/Loreley tourist destination. The goal has been to reveal the importance of a wine bar and shop as a wine sales channel, whether visitors are interested in visiting a wine bar and shop, what major expectations they have entering a vinotheque, as well as what major offer components of products and/or services are they interested in. Total sample size was N = 400. Major statistical procedure deployed was descriptive statistics, as well as PCA (principal component analysis) of expectations and offer analysis in regards to products and services. Findings By deploying the PCA on the data regarding interest in buying wine-related products and services, three offer configurations have been extracted, out of which only one is purely related to products, whilst the other two are hybrid products, meaning a combination of wine-related products and services. Relevance of architectural design illustrates that visitors also seek experience. These findings confirm previously discussed theories on the importance of integrating products and services into hybrid products and creating experience with a suitable combination of products and services. Research limitations/implications Data collection has taken place in a confined timeframe (two summer months). No active measures have been taken to ensure the validity of the sample through quotas or similar techniques. The research sample and location are somewhat limited for making conclusions in other geographical regions, but replicating the study in different contexts can add to the comparability of the results on the level of Germany, but also internationally. The empirical evidence for superior customer value of hybrid offerings and integrating services into product-centric offer design is of paramount importance for selling wine in a highly competitive market in absence of market growth. Wine bar and shop allows to differentiate the offer by creating wine-related experience through a combination of product (wine and wine-related products), hospitality/gastronomic services and tourism services. The insights also illustrate the idea of new market opportunities via connecting converging industries. Practical implications The study contributes to close a gap identified in the literature review that German wineries lag wine-tourism activities. It provides advice in regards to offer design and hybrid offerings and an experiential experience supported by architectural design. Such an approach offers the potential to win market share in a non-growing market – an ambition of the players in the market but also an obvious challenge. Social implications The findings contribute to regional development. Furthermore, arguments for cooperative behavior are provided. This should also help to minimize free ridership and its negative social implications. Originality/value The paper adopts a multidisciplinary approach to the creation of wine bar and shop offer. The results point out that offerings should be created around a core wine tourism product – regional and cellar door offer – and be expanded by “food design” – components, attractive architectural elements, as well as web shop services, thereby creating an advanced wine-related experience. It confirms the importance of theoretical concepts such as experience economy, hybrid products and solution provision in the case of wine bar and shop, by testing these concepts on the group of visitors at a German wine and cultural destination.