Bibliografías temáticas / Customer

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  1. Artículos de revistas
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Literatura académica sobre el tema "Customer"

Autor: Grafiati
Publicado: 4 de junio de 2021
Última modificación: 25 de julio de 2025

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Artículos de revistas sobre el tema "Customer"

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Santari, Ni Putu Nita, I. Wayan Suartina, and I. Made Astrama. "Pengaruh Customer Relationship Management dan Kepuasan terhadap Loyalitas Nasabah LPD Desa Adat Anggungan di Badung." Widya Amrita 1, no. 1 (2021): 381–93. http://dx.doi.org/10.32795/widyaamrita.v1i1.1187.

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The LPD is a village economic institution that is used to collect and distribute funds in general as well as a source of development financing in almost all parts of customary village areas in Bali. Savings customers are the top priority of the LPD in the customary village of Anggungan to create Loyalty. In creating customer satisfaction and loyalty, the LPD in the customary village of Anggungan is required to implement a good and appropriate strategy, namely Customer Relationship Management (CRM) to increase customer satisfaction and loyalty. The purpose of this study to analyze the effect pa
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Aityassine, Fatima Lahcen Yachou. "Customer satisfaction, customer delight, customer retention and customer loyalty: Borderlines and insights." Uncertain Supply Chain Management 10, no. 3 (2022): 895–904. http://dx.doi.org/10.5267/j.uscm.2022.3.005.

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The aim of this study is to investigate the effects of customer satisfaction and customer delight on customer loyalty through customer retention. Data were collected using a questionnaire developed based on the literature and administered to a sample of restaurant customers consisting of 376 customers. Using IBM SPSS and AMOS software for data analyses, the results indicate that customer retention had a perfect mediating role in the effect of customer satisfaction on customer loyalty and a partial mediating role in the effect of customer delight on customer loyalty. The study provided several
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Wardana, Miko Andi. "PENGARUH PERTIMBANGAN, PENGETAHUAN, SIKAP NASABAH TERHADAP KEPUTUSAN NASABAH MEMILIH PRODUK BANK SYARIAH DI KOTA DENPASAR." Forum Manajemen 14, no. 1 (2017): 79–88. http://dx.doi.org/10.61938/fm.v14i1.128.

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The impact of customer knowledge and customer consideration to thecustomer’s decision to choose products Islamic banks through customer attitudesas an intervening variable. From the preliminary data of empirical research showsthere is a phenomenon with respect to customers of Islamic banks in Bali. Thepurpose of this study was to determine directly or indirectly influence the customerknowledge and consideration of consumers towards the customer’s decision to chooseproducts of Islamic banks in Denpasar through customer attitudes, this research isa quantitative research survey approach, with
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Ida Ayu Sadnyini and Ni Wayan Pariasih Cahyana. "Efforts to Resolve the Misuse of Customer Funds at The Village Credit Institution (VCI) of Sibang Kaja Customary Village." Sociological Jurisprudence Journal 5, no. 2 (2022): 107–11. http://dx.doi.org/10.22225/scj.5.2.2022.107-111.

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 Village Credit Institution (VCI) of customary village/desa pekraman in Bali is a village-owned financial business entity that carries out business activities in the village and for krama desa. In this case, the authors conducted research on the VCI of Sibang Kaja Customary Village, Abiansemal District, Badung Regency, Bali Province. This research was conducted to determine and examine (1) the factors that cause customer funds cannot be disbursed at the VCI of Sibang Kaja Customary Village; (2) the efforts to resolve the misuse of customer funds at the VCI of Sibang Kaja Customary Villag
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Tu, Yu-Te, and Hsiao-Chien Chang . "Corporate Brand Image and Customer Satisfaction on Loyalty: An Empirical Study of Starbucks Coffee in Taiwan." Journal of Social and Development Sciences 3, no. 1 (2012): 24–32. http://dx.doi.org/10.22610/jsds.v3i1.682.

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Corporate image has been assessed as an important antecedent of customer satisfaction and loyalty. Corporate brand is vital because positive corporate brands help companies achieving higher performance, such as sales. Marketing exists to deliver more value to satisfy customers as well as build a long-term and mutually profitability relationship with customers. If a firm’s products or services do not satisfy or meet the customer’s needs and wants, all the strategies are insufficient. With loyal customers, companies can have higher market share and reduce the operating cost. An improvement o
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Nelly, Nelly. "KOMPONEN MANAJEMEN JASA TERPADU TERHADAP KEPUASAN NASABAH TABUNGAN PADA PT. BANK DANAMON INDONESIA, TB CABANG MESJID LAMA PALEMBANG." Jurnal Ilmiah Ekonomi Global Masa Kini 7, no. 1 (2016): 13–17. http://dx.doi.org/10.36982/jiegmk.v7i1.99.

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The study aimed to determine the components of integrated management services simultaneously and partially on customer satisfaction savings in PT Bank Danamon Indonesia, Tbk Palembang branch of the Mesjid Lama and to know the components of an integrated service management is a dominant influence on customer satisfaction savings. The study was conducted on customers of Bank Danamon branches of the Mesjid Lama special BDI Palembang active customers savings of up Desember 2015 as many as 93 customers using purposive sampling method. Data analysis techniques used were Linear Multiple Regression a
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Dewi, Liliana. "CUSTOMER LOYALTY, THROUGH CUSTOMER SATISFACTION IN CUSTOMERS PT. XYZ." JURNAL APLIKASI MANAJEMEN 18, no. 1 (2020): 189–200. http://dx.doi.org/10.21776/ub.jam.2020.018.01.19.

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Dewi, Luh Komang Candra, Imade Hendra Saputra, Sourtua Marbun, and Luh Kadek Budi Martini. "The Influence of Service Quality and Customer Relationship Marketing on Customer Loyalty Using Trust as a Mediation Variable in the Village Credit Institution (LPD) of Customary Village." Journal of Digitainability, Realism & Mastery (DREAM) 2, no. 08 (2023): 1–12. http://dx.doi.org/10.56982/dream.v2i08.146.

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This study aims to determine the effect of service quality and customer relationship marketing on customer loyalty with trust as a mediating variable. This research was conducted at the Kerobokan Customary Village LPD. The population in this study were all customers of the Kerobokan Customary Village LPD with a total of 26,768 people. The sample is determined using the slovin formula with a total sample of 100 samples. Collecting data in this study using questionnaires with data analysis techniques is SEM-PLS. The results of this study indicate that 1. E-service quality has a positive effect o
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Yu-TeTu, Yu-TeTu, and Tan-Kui Hsu . "The Impact of Brand Image and Customer Commitment on Loyalty: An Empirical Study of Automobile Sector." Information Management and Business Review 5, no. 4 (2013): 181–93. http://dx.doi.org/10.22610/imbr.v5i4.1042.

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Corporate brand image has been assessed as an important antecedent of customer commitment and loyalty. Corporate brands help companies achieving higher performance, such as sales. A poor brand image will lead to disaster, and lose customers. Marketing exists to deliver more value to satisfy customers as well as build a long-term and mutually profitability relationship with customers. If a firm’s products or services do not satisfy or meet the customer’s needs and wants, all the strategies are insufficient. With loyal customers, companies can have higher market share and reduce the operatin
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Vitram, Khansa Lathifah, Muhammad Iqbal Rasa, and Suharto Harto. "CUSTOMER INTIMACY, CUSTOMERS EXPERIENCE, CUSTOMER SATISFACTION, CUSTOMER BONDING DAN CUSTOMER VALUE DALAM LOYALITAS NASABAH DI BANK SYARIAH." Ekonomi & Bisnis 22, no. 1 (2023): 44–54. http://dx.doi.org/10.32722/eb.v22i1.5765.

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Pada perkembangan perekonomian di Indonesia yang semakin maju, khususnya pada sektor perbankan syariah. Dengan pertumbuhan perbankan syariah di Indonesia telah menciptakan banyak investor dan nasabah dengan berbagai penghimpunan dana. Tingginya minat masyarakat terhadap perbankan syariah untuk menabung dan melakukan pembiayaan membuat sektor perbankan semakin prospektif. Dalam hal ini membuat persaingan dalam sektor perbankan syariah semakin kompetitif, terutama bagi bank syariah dengan segmen pasar yang sama, bank syariah mengalami peningkatan yang cukup signifikan dari tahun ketahun. Dari pe
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Tesis sobre el tema "Customer"

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Heath, Eric Ernie. "The determinants of customer co-production and satisfaction in a compliance dependent service." Diss., University of Pretoria, 2012. http://hdl.handle.net/2263/24649.

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Customer compliance has become a pivotal consideration in the marketing strategies of lifestyle management programmes. Previous research has shown that the better customers comply with the directives of service providers, the higher their levels of customer satisfaction (Dellande, 1999). There are numerous lifestyle management programmes available on the market today. Many of these programmes have been linked to the usage of a nutritional product range as a pre-requisite for entering the programme. The investigation of customer compliance in lifestyle management programmes is very important be
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Lee, Linda. "Customer-to-customer roles and impacts in service encounters." Doctoral thesis, KTH, Industriell ekonomi och organisation (Inst.), 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-186294.

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This thesis investigates customer-to-customer roles and impacts in the context of service encounters. This topic is studied from two angles: customer interactions during group service encounters and customer perceptions post service encounters. The first angle is a focus on group service encounters that addresses the lack of research on customer-to-customer interactions that occur in customer-to-customer interaction-intensive contexts. These are contexts where the interactions between customers are not peripheral to the service, where there can be an expectation to interact with the other cust
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Mtatsi, Siyabonga Chris. "Retaining customers through customer service in the telecomminications industry." Thesis, Nelson Mandela Metropolitan University, 2011. http://hdl.handle.net/10948/d1018641.

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South African Mobile network industry has seen many developments since its inception in 1994. When mobile technology was introduced in this country, the first two mobile network operators, namely Vodacom and MTN, enjoyed vast benefits of being early entrance in this business space and they grew at rate that was much faster than they themselves had expected. As expected, in the past five years this growth rate has slowly diminished due to various economic factors; these factors included increase in Government regulations, increase in number of players in the mobile network space and ever evolvi
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Bergström, Sebastian. "Customer segmentation of retail chain customers using cluster analysis." Thesis, KTH, Matematisk statistik, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-252559.

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In this thesis, cluster analysis was applied to data comprising of customer spending habits at a retail chain in order to perform customer segmentation. The method used was a two-step cluster procedure in which the first step consisted of feature engineering, a square root transformation of the data in order to handle big spenders in the data set and finally principal component analysis in order to reduce the dimensionality of the data set. This was done to reduce the effects of high dimensionality. The second step consisted of applying clustering algorithms to the transformed data. The method
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Raja, Abbas Haider, Chokaew Koobgrabe, and Punyanuch Chutima. "Customer satisfaction toward TrueMove customer service." Thesis, Mälardalen University, School of Sustainable Development of Society and Technology, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-875.

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<p>Title: Customer Satisfaction toward TrueMove Customer Service</p><p>Problem Statement: How are TrueMove customers satisfied with the customer service provided at TrueMove shops in Bangkok?</p><p>Purpose: To evaluate “whether” and “how” TrueMove customers are satisfied or dissatisfied with the customer service provided at TrueMove shops in the Bangkok region with the help of evaluation of service quality by customers of the shop.</p><p>Theory and Methods: The research bases mainly on quantitative method; that is questionnaire method. The Service Quality Gap which aims to measure the customer
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Lövstrand, Christoffer, and Daniel Nilsson. "Kitchen Worktop Expectations." Thesis, Mälardalens högskola, Akademin för innovation, design och teknik, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-29298.

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IKEA was founded in 1943 by Ingvar Kamprad and is currently retailing in 44 different countries around the globe. With the implementation of 25 year warranty the importance to validate the quality have increased to satisfy the customer. The aim of this thesis have therefore been to find out the critical factors for kitchen worktops through the expectations of the customers. In addition to this the product development process was investigated to gain an understanding on how IKEA deals with customer complaints today. The thesis was divided in four stages. First the customers’ expectations were i
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Ferraz, Sofia Batista. "Customers as fellows: analyzing customer citizenship behavior in services marketing." Universidade de São Paulo, 2018. http://www.teses.usp.br/teses/disponiveis/12/12139/tde-04072018-144431/.

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Fellow customers may need opinions about a new gadget, instructions on how to adjust gym equipment or even a lesson on how to self-check-in at the airline kiosk. The possibilities of consumers helping each other vary across services and emphasize its dynamic and interdependent nature. The main purpose of this dissertation threefold. First, we offer theoretical contributions to future studies comprising Customer Citizenship Behavior (CCB). Conducting a systematic review with 92 articles, we suggest new avenues of research regarding theoretical and methodological possibilities. Second, we invest
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Danielsson, Axel, and Simon Broström. "A Happy Customer is a Paying Customer." Thesis, Umeå universitet, Företagsekonomi, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-166564.

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This cross-sectional study has investigated the relationship between how parents perceive retail stores that try to be more family friendly. It has also examined which factors parents value when it comes to stores being family friendly. Very little public research has been done on the subject of what parents’ value when it comes to store design, which is why the authors chose this topic.   The theoretical framework, as well as the questions used in the interviews, were based on theories the authors deemed connected to the subject in question. The main areas from which the authors have used the
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Chan, Wa Kimmy. "Three studies on understanding customer relationship management in services customer-firm affection, customer-staff proximity, and customer co-production /." Click to view the E-thesis via HKUTO, 2008. http://sunzi.lib.hku.hk/hkuto/record/B39794039.

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Chan, Wa Kimmy, and 陳華. "Three studies on understanding customer relationship management in services: customer-firm affection, customer-staff proximity, and customer co-production." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2008. http://hub.hku.hk/bib/B39794039.

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The Best PhD Thesis in the Faculties of Architexture, Arts, Business & Economics, Education, Law and Social Sciences (University of Hong Kong), Li Ka Shing Prize, 2007-2008.<br>published_or_final_version<br>Business<br>Doctoral<br>Doctor of Philosophy
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Libros sobre el tema "Customer"

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Daffy, Chris. Once a customer, always a customer: How to deliver customer service that creates customers for life. Oak Tree, 1999.

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Board, Securities and Investments, ed. Customer agreements: Know your customer. Securities and Investments Board, 1988.

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Gerson, Richard F. Beyond customer service: Keeping customers for life. Crisp Publications, 1992.

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Agency, Benefits. Customer charter: A commitment to our customers. Benefits Agency, 1992.

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Seldman, Marty. Customer tells: Delivering world-class customer service by reading your customers' signs and signals. Kaplan Pub., 2007.

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Glanz, Barbara A. Building customer loyalty: How you can help keep customers returning. Irwin Professional Pub./Mirror Press, 1994.

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Lewis, B. R. Customer care in service organisations: The customers perspective. UMIST School of Management., 1989.

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Joe, Wheeler, ed. Managing the customer experience: Turning customers into advocates. Financial Times Prentice Hall, 2002.

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Shaw, Colin, Qaalfa Dibeehi, and Steven Walden. Customer Experience. Palgrave Macmillan UK, 2010. http://dx.doi.org/10.1057/9780230291775.

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Robinson, Sionade, and Lyn Etherington. Customer Loyalty. Palgrave Macmillan UK, 2006. http://dx.doi.org/10.1057/9780230513037.

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Capítulos de libros sobre el tema "Customer"

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Hazzan, Orit, and Yael Dubinsky. "Customers and Users customer customer user user." In Agile Software Engineering. Springer London, 2008. http://dx.doi.org/10.1007/978-1-84800-198-5_3.

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Bryson, John R., Jon Sundbo, Lars Fuglsang, and Peter Daniels. "Customer First: Understanding Customers." In Service Management. Springer International Publishing, 2020. http://dx.doi.org/10.1007/978-3-030-52060-1_8.

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Wilde, Silvio. "Customer Relationship – Customer Knowledge." In Customer Knowledge Management. Springer Berlin Heidelberg, 2010. http://dx.doi.org/10.1007/978-3-642-16475-0_5.

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Holkham, Tony. "Customer." In Label Writing and Planning. Springer US, 1995. http://dx.doi.org/10.1007/978-1-4613-1231-4_13.

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Rehfeld, Katharina-Maria, Livia Freudl, and Elaine Becraft. "Customer Centricity and the Role of Internal Customers." In Customer Centricity. Springer Fachmedien Wiesbaden, 2024. http://dx.doi.org/10.1007/978-3-658-42173-1_4.

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Das, Parichay, and Vijendra Singh. "Knowing Your Customers Using Customer Segmentation." In Computational Methods and Data Engineering. Springer Nature Singapore, 2022. http://dx.doi.org/10.1007/978-981-19-3015-7_32.

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Schmitt, Michael C. "Customer Experience und Customer Journey." In Quick Guide Digitale B2B-Kommunikation. Springer Fachmedien Wiesbaden, 2018. http://dx.doi.org/10.1007/978-3-658-14213-1_2.

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Kleinaltenkamp, Michael. "Customer Value and Customer Selection." In Springer Texts in Business and Economics. Springer Berlin Heidelberg, 2014. http://dx.doi.org/10.1007/978-3-662-43856-5_4.

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Kostelijk, Erik, and Karel Jan Alsem. "Customer needs and customer values." In Brand Positioning. Routledge, 2020. http://dx.doi.org/10.4324/9780429285820-6.

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Vatreš, Amela, and Zerina Mašetić. "Exploring Customers’ Behavior – Analysing Customer Data, Customer Segmentation and Predicting Customers’ Behavior on Black Friday." In Lecture Notes in Networks and Systems. Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-90055-7_2.

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Actas de conferencias sobre el tema "Customer"

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Jankova, Liga, and Andrejs Lazdins. "CUSTOMER RELATIONSHIP MANAGEMENT IN LATVIA." In 24th SGEM International Multidisciplinary Scientific GeoConference 2024. STEF92 Technology, 2024. https://doi.org/10.5593/sgem2024/5.1/s21.58.

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Understanding the nature and role of customer relationship management (hereinafter CRM) is an important prerequisite for business success. A customer requires the company to adhere to certain quality standards as well as affects the performance and management of the company. Customer relationships could be managed and developed to attract new customers and increase business profitability and customer loyalty. The customer is the most valuable asset of a company that helps to achieve goals set by the company. In Latvia, the need to view customer relationships as important in business management
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Magar, Abhay, Bhakti Pithava, and Santosh Kumar Bharti. "Customer Feedback Analysis using Customer Sentiment from Reviews." In 2024 International Conference on Intelligent Computing and Emerging Communication Technologies (ICEC). IEEE, 2024. https://doi.org/10.1109/icec59683.2024.10837524.

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Stratman, Anne, Wei Qiao, and Liyan Qu. "Customer-Level Photovoltaic Disaggregation With Customer-Specific Exemplars." In 2024 IEEE Industry Applications Society Annual Meeting (IAS). IEEE, 2024. https://doi.org/10.1109/ias55788.2024.11023808.

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Du, Xuehong, and Mitchell M. Tseng. "Characterizing Customer Value for Product Customization." In ASME 1999 Design Engineering Technical Conferences. American Society of Mechanical Engineers, 1999. http://dx.doi.org/10.1115/detc99/dfm-8916.

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Abstract Product customization has become an important approach to meet individual customers’ needs. One of major challenges in product customization is to assist customers making informed decisions in terms of the company capability and the value-added by customization. The ramification is not only helping customers selecting the most appropriate products but also helping the company to decide what to design and produce. In this paper, taking into consideration of its diversity, customer value can be measured as the quality utility per unit cost, or the ratio of marginal utility and marginal
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Sims, Jeremy. "Traceability - We forgot the customer!" In NCSL International Workshop & Symposium. NCSL International, 2014. http://dx.doi.org/10.51843/wsproceedings.2014.57.

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Everyone in the field of metrology talks about traceability, what it means and how it relates to the calibrations they perform. How often do metrology labs talk about how it affects the customers? The customer is left to figure out what traceability means with little guidance from the people who are supposed to understand it the best, the metrology labs. Sure, there are papers that discuss traceability and many FAQ pages that attempt to help the customer understand the link to them. It’s understandable how the customer might be confused. We in the metrology field shouldn’t be surprised by the
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Hassani, Marwan, and Stefan Habets. "Predicting Next Touch Point In A Customer Journey: A Use Case In Telecommunication." In 35th ECMS International Conference on Modelling and Simulation. ECMS, 2021. http://dx.doi.org/10.7148/2021-0048.

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Customer journey analysis is rapidly increasing in popularity, as it is essential for companies to understand how their customers think and behave. Recent studies investigate how customers traverse their journeys and how they can be improved for the future. However, those researches only focus on improving the process for future customers by analyzing the historical data. This research focuses on helping the current customer immediately, by analyzing if it is possible to predict what the customer will do next and accordingly take proactive steps. We propose a model to predict the customer's ne
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Fukuda, Shuichi. "Customer Productivity: A Measure for Product and Process Development With Customers." In ASME 2012 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. American Society of Mechanical Engineers, 2012. http://dx.doi.org/10.1115/detc2012-70628.

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Although workforce productivity is widely used today, production is quickly moving toward product and process development with customers. Creative customers would like to get more and more involved in product development and furthermore, they would like to get satisfaction not only from the final product but from the processes as well. So we have to introduce a new measure for productivity, which focuses more on how much satisfaction a customer obtains from production. So the new definition of productivity in this sense will be: Customer productivity = Amount of satisfaction / Customer’s psych
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van Hamond, Jason, Denys Bespalko, Margot Neggers, and Alinda Kokkinou. "Business Benefits and Customer Perceptions in Customer Service Chatbots." In 38th Bled eConference. University of Maribor Press, 2025. https://doi.org/10.18690/um.fov.4.2025.6.

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The implementation of chatbots offers benefits but also causes risks, making it important for companies to understand their customers' perceptions. Benefits and risks were previously researched, but were often limited to specific features. The focus of this research paper is to determine whether businesses have a comprehensive understanding of potential dangers, benefits, and consumer perceptions regarding customer service chatbots. The objectives are to find and understand the relationship between company expectations and customer perceptions, and to describe the risks and benefits associated
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Ngele, Emmanuel. "Geo-semantic profiling of brand-specific customer experience using citizen-generated social media comments." In International Conference on Artificial Intelligence and Robotics. Machine Intelligence Research Group (MIRG), 2023. https://doi.org/10.52968/15061120.

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A good customer experience is likely to influence a customer’s decision to buy positively and equally a negative customer experience will most likely make a customer decide not to buy or go elsewhere. About 73% of customers said that one negative customer experience is enough for them to leave a brand, and go to a competitor. This research work will use text mining and sentiment analysis techniques to identify and categorize brand-specific social media comments into different groups, including positive, negative, and neutral comments. Geo-profiling techniques will be used to identify patterns
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Park, Seyoung, and Harrison M. Kim. "Data-Driven Customer Segmentation Based On Online Review Analysis and Customer Network Construction." In ASME 2021 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. American Society of Mechanical Engineers, 2021. http://dx.doi.org/10.1115/detc2021-70036.

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Abstract Recently, many studies on product design have utilized online data for customer analysis. However, most of them treat online customers as a group of people with the same preferences while customer segmentation is a key strategy in conventional market analysis. To supplement this gap, this paper proposes a new methodology for online customer segmentation. First, customer attributes are extracted from online customer reviews. Then, a customer network is constructed based on the extracted attributes. Finally, the network is partitioned by modularity clustering and the resulting clusters
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Informes sobre el tema "Customer"

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Kramer, Mitchell. Customers’ Requirements for Customer Service. Patricia Seybold Group, 2007. http://dx.doi.org/10.1571/psgp09-06-07cc.

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Jourdain, Jean-Loup. Evaluation Tool to Implement Good Practices in the Area of Customer Management for Water and Sewerage Operators. Inter-American Development Bank, 2011. http://dx.doi.org/10.18235/0008832.

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Resumen
The following is a tool developed by the Water and Sanitation Division of the IDB for evaluating customer management practices in use by water and sewerage utilities. In order to facilitate the use of this tool, all matters which relate to customer management have been grouped into four main functional areas: the "Billing Factory" (or the recurrent billing and collection activities); Revenue Management; Customer Care (management of contacts with customers); and Customer Marketing, a relatively new activity in water and sewerage companies, which aims to study and propose solutions tailored for
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Seybold, Patricia. Let Customers Co-Design Your Customer-Critical Initiatives. Patricia Seybold Group, 2005. http://dx.doi.org/10.1571/me5-26-05cc.

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Aldrich, Susan. Interviewing Customers for Your Customer Scenario Mapping Session. Patricia Seybold Group, 2005. http://dx.doi.org/10.1571/me6-16-05cc.

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Seybold, Patricia. Saving Customers’ Time: Master Customer Scenario® Design. Patricia Seybold Group, 2001. http://dx.doi.org/10.1571/ccm6-7-01cc.

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Seybold, Patricia. Customer Innovation Guide: Identify and Study Lead Customers. Patricia Seybold Group, 2006. http://dx.doi.org/10.1571/custinnovguides1.

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Kramer, Mitchell. BusinessObjects Customer Intelligence Customer Analytics 6.1. Patricia Seybold Group, 2004. http://dx.doi.org/10.1571/pr2-27-04cc.

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Seybold, Patricia. Four Reasons Why Customers Prefer Twitter for Customer Service. Patricia Seybold Group, 2013. http://dx.doi.org/10.1571/psgp09-19-13cc.

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Seybold, Patricia. Creating Customer Advisory Boards that Your Customers Will Love! Patricia Seybold Group, 2007. http://dx.doi.org/10.1571/bp09-13-07cc.

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10

Marshak, Ronni. Customer Co-Design and Customer Scenario Mapping. Patricia Seybold Group, 2013. http://dx.doi.org/10.1571/me09-12-13cc.

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