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Artigos de revistas sobre o tema "Customer services Econometric models"

Autor: Grafiati

Publicado: 4 de junho de 2021

Última modificação: 10 de fevereiro de 2022

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1

Adeinat, Iman, Naseem Al Rahahleh, and M. Ishaq Bhatti. "Customer satisfaction with Ijarah financing." Qualitative Research in Financial Markets 11, no. 2 (May 7, 2019): 227–43. http://dx.doi.org/10.1108/qrfm-03-2018-0029.

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Purpose The purpose of this study is to assess customers’ perceptions of Islamic banks (IBs) of customers who have used or intend to use Ijarah service to purchase a car. The study further examines the mediating role of clarity and accuracy (CAA) of service offered between customer perceptions and customer satisfaction. This paper focuses on connecting in quantitative terms customers’ perceptions of IB services to customer satisfaction by providing the first evidence of this relationship in the context of car Ijarah financing. Design/methodology/approach In this paper, a model is proposed to a

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Kravtsova, Margarita V. "The Public Procurement and the Quality of Services: The Case of Moscow Hospitals." Economics of Contemporary Russia, no. 4 (December 31, 2020): 118–31. http://dx.doi.org/10.33293/1609-1442-2020-4(91)-118-131.

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The work is devoted to the search for answers to the question: “Are there any differences in the public procurement of customers who provide services of different quality?”. The article identifies the stages of the hospital procurement process in the contract system and highlights the main customer strategies used in the auction. The results of an independent quality assessment are examined and comparative hospital characteristics with low and high quality rating are conducted. The hospital needs according to the types of purchases and their annual volumes of contracts are analyzed. The advant

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Grieger, Marcus, and André Ludwig. "On the move towards customer-centric business models in the automotive industry - a conceptual reference framework of shared automotive service systems." Electronic Markets 29, no. 3 (December 4, 2018): 473–500. http://dx.doi.org/10.1007/s12525-018-0321-6.

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AbstractDigitalization drives automotive original equipment manufacturers (OEMs) to change their value propositions and open-up towards greater collaboration and customer integration. The shift towards services implies a transformational change from product- towards customer-centricity. This study proposes a conceptual reference framework (CRF) out of a business model perspective to systematize automotive service systems. The CRF presents relevant dimensions and dependencies between the involved stakeholders and the necessary infrastructures in order to facilitate digital service conceptualiza

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Anysiadou, Melpomeni. "Behavioral Analysis of Digital Banking Acceptance and Customer Satisfaction, in Greece." International Finance and Banking 8, no. 2 (September 19, 2021): 13. http://dx.doi.org/10.5296/ifb.v8i2.18769.

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Greeks seem to be unfamiliar with online banking services, which was an obstacle to the smooth conduct of their transactions, especially during the Covid-19 period. The objective of the study is to reveal the dimensions that influence the use of Digital Banking, including users’ satisfaction and no users’ perceptions in Greece during Covid-19 period, using both econometrical and behavioral analysis approaches. Performing factor analysis, a Structural Equation Model and Multiple Logistic Regressions Models derived that both technological and personal factors, such as, personality and familiarit

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Aakash, Aakash, and Anu Gupta Aggarwal. "Measuring the Effect of EWOM Readability and Sentiment on Sales." International Journal of Business Analytics 7, no. 4 (October 2020): 24–42. http://dx.doi.org/10.4018/ijban.2020100103.

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With the emergence of the internet as a popular source of information as well as a mass communication channel where peoples share their opinions regarding the quality of products/services, their pre- and post-purchase experiences, electronic word of mouth (EWOM) has become an interesting area of research to determine its role on the customer attitude and loyalties at the individual level and product sales at the market level. The impact of EWOM readability, length, and sentiment along with product ratings and price on the sales rank of cell phones has not been thoroughly investigated in the li

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Dłubakowska-Puzio, Ewa K., Michał Karpuk, and Kamil Puzio. "Analysis of Tourism Service Quality in Kołobrzeg Region by Means of Time Series Models." Comparative Economic Research. Central and Eastern Europe 15, no. 4 (March 8, 2013): 31–44. http://dx.doi.org/10.2478/v10103-012-0024-8.

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The aim of the given paper is to present the analysis of tourism services by means of time series models and forecasting of evaluation of tourism services. Tourism services are analysed according to various parameters: hotel stay price, hotel services quality (such as cleanness of rooms, check-in, information provision etc.), catering quality and medical service quality. The research has been undertaken on the basis of responses of foreign guests of 13 hotels in Kołobrzeg region taken from 1400 questionnaires divided according to age and sex of respondents. Various econometric models were used

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VO, Lai Van, Huong Thi Thu LE, Danh Vinh LE, Minh Tuan PHUNG, Yi-Hsien WANG, and Fu-Ju YANG. "CUSTOMER SATISFACTION AND CORPORATE INVESTMENT POLICIES." Journal of Business Economics and Management 18, no. 2 (April 21, 2017): 202–23. http://dx.doi.org/10.3846/16111699.2017.1280845.

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This paper examines the effect of satisfaction with firms’ products and services on their capital investment policies. Using data from the American Customer Satisfaction Index from 1994 to 2013, the results of the regression models show that firms with higher customer satisfaction will invest more heavily in capital expenditures in the future. The results further show that this positive effect is more pronounced for firms with less growth opportunities or a high cost of capital. This would include those firms with low market-to-book ratios, young and small firms, or firms in more competitive i

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Sharma, Himanshu, and Anu G. Aggarwal. "What factors determine reviewer credibility?" Kybernetes 49, no. 10 (November 18, 2019): 2547–67. http://dx.doi.org/10.1108/k-08-2019-0537.

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Purpose The experiential nature of travel and tourism services has popularized the importance of electronic word-of-mouth (EWOM) among potential customers. EWOM has a significant influence on hotel booking intention of customers as they tend to trust EWOM more than the messages spread by marketers. Amid abundant reviews available online, it becomes difficult for travelers to identify the most significant ones. This questions the credibility of reviewers as various online businesses allow reviewers to post their feedback using nickname or email address rather than using real name, photo or othe

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Abdulquadri, Abdulazeez, Emmanuel Mogaji, Tai Anh Kieu, and Nguyen Phong Nguyen. "Digital transformation in financial services provision: a Nigerian perspective to the adoption of chatbot." Journal of Enterprising Communities: People and Places in the Global Economy 15, no. 2 (May 19, 2021): 258–81. http://dx.doi.org/10.1108/jec-06-2020-0126.

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Purpose Recognising the high numbers of unbanked and financially excluded adults in Nigeria, this study aims to position chatbot as a digital transformation tool to radically change business model, improve customer experience and enhance financial inclusion in emerging markets. Design/methodology/approach The Search-Access-Test (S-A-T) model was adopted to understand how Nigerian banks are adopting chatbots. Findings A majority of Nigerian banks now have chatbots that enhance customer engagement and financial inclusion. WhatsApp was the most frequently used platform. Chatbots were often brande

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MacDonald, Leo, Chris K. Anderson, and Rohit Verma. "Using revealed- and stated-preference customer choice models for making pricing decisions in services: An illustration from the hospitality industry." Journal of Revenue and Pricing Management 11, no. 2 (August 27, 2010): 160–74. http://dx.doi.org/10.1057/rpm.2010.21.

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Cheah, Sarah Lai-Yin, Yinping Yang, and Ozcan Saritas. "Reinventing product-service systems: the case of Singapore." foresight 21, no. 3 (May 30, 2019): 332–61. http://dx.doi.org/10.1108/fs-12-2018-0107.

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PurposeThis paper aims to discuss a foresight study conducted in Singapore’s national R&D agency to help science and technology decision makers identify key capability areas of R&D investment to support the manufacturing industry’s growth in the country and the region.Design/methodology/approachUsing horizon scanning, scenario analysis and expert opinion, nine capabilities are identified as core areas to be developed to support the country’s future growth of product-service systems.FindingsThe results of a Delphi survey involving 30 industry and academic thought leaders recommend prior

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Bojovic, Viktorija. "Public private partnership as a last resort for traditional public procurement." Panoeconomicus 53, no. 3 (2006): 299–311. http://dx.doi.org/10.2298/pan0603299b.

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This paper discusses recent changes in the way public services are delivered A marked increase in the cooperation between the public and private sector in the realization of complex projects, mostly concerning development of infrastructure, is the main characteristic of present-day developing economies. The creation of new, innovative agreements is driven by the limitation of public funds and an ever-growing demand for an increase in the quality of public services. Looking upon the western economies experience alternatives to the traditional public sector procurement are identified in the publ

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Shcherbakov, Vladimir, and Galina Silkina. "Supply Chain Management Open Innovation: Virtual Integration in the Network Logistics System." Journal of Open Innovation: Technology, Market, and Complexity 7, no. 1 (February 3, 2021): 54. http://dx.doi.org/10.3390/joitmc7010054.

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The customer-oriented approach is actively developing within the global trend of the modern industrial revolution that is Industry 4.0. The focus on customer interests has led to cooperation and integration in supply chains, improving their efficiency and increasing transparency, awareness, and trust. However, an issue emerging in this scenario is that conventional supply chain management (SCM) procedures are unable to identify the potential proposal for a particular user. Modern businesses need to build integrated supply chains, which require well-developed infrastructure and easily available

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Moon, Sangkil, Wagner A. Kamakura, and Johannes Ledolter. "Estimating Promotion Response When Competitive Promotions Are Unobservable." Journal of Marketing Research 44, no. 3 (August 2007): 503–15. http://dx.doi.org/10.1509/jmkr.44.3.503.

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This study addresses a problem commonly encountered by marketers who attempt to assess the impact of their sales promotions—namely, the lack of data on competitive marketing activity. In most industries, competing firms may have competitive sales data from syndicated services or trade organizations, but they seldom have access to data on competitive promotions at the customer level. Promotion response models in the literature either have ignored competitive promotions, focusing instead on the focal firm's promotions and sales response, or have considered the ideal situation in which the analys

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Kwilosz, Tadeusz, and Bogdan Filar. "Ekonometryczny model krótkoterminowego prognozowania zużycia gazu." Nafta-Gaz 77, no. 7 (July 2021): 454–62. http://dx.doi.org/10.18668/ng.2021.07.04.

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In order to develop a mathematical model of short-term gas demand, it is necessary to analyze the latest mathematical forecasting methods in order to select and adapt the right one (meeting the condition of efficiency and effectiveness). It is necessary to recognize and analyze factors (mainly environmental) affecting the result of short-term forecasts and sources of data that can be used. The result of the work is a numerical model of short-term gas demand for a selected territorial unit of the country. The developed model was calibrated and tested on historical data describing environmental

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Thomas, Jacquelyn S. "Econometric Analysis of Customer Retention in an Aviation Trade Organization." Transportation Research Record: Journal of the Transportation Research Board 1567, no. 1 (January 1997): 33–40. http://dx.doi.org/10.3141/1567-05.

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The proliferation of customer data bases is a direct consequence of firms’ drive toward efficient customer-firm interactions. With regard to customer-firm interactions, firms have focused on customer retention rates. Using a customer data base, firms try to identify the most valuable customers within that data base. After identifying these customers, firms attempt to develop strategies and tactics that increase the retention of the most valued customers and maximize the profitability of the entire base of customers. With this goal in mind, common firm practices that have arisen are the offerin

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Тураев and B. Turaev. "Econometric Models for Tourism Management System Improvement." Economics 2, no. 6 (December 17, 2014): 40–46. http://dx.doi.org/10.12737/6733.

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Role and value of tourism as a factor for impact on economy are considered in this paper. Prerequisites and conditions promoting its development have been revealed. The need in development and implementation of data (including forecast data) in the frame of national economy complex evolution has been justified. The main dynamic and structural tendencies of tourism regional market development, using Uzbekistan as an example, with elements of comparative analysis related to similar indicators of tourism development at the level of world, national and regional economy are investigated in this pap

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Panov, V. A. "STUDY OF APPLICABILITY OF THE BINARY SELECTION MODEL IN ANALYSIS OF OUTFLOW IN THE TELECOMMUNICATION INDUSTRY." Business Strategies, no. 11 (November 23, 2019): 20–22. http://dx.doi.org/10.17747/2311-7184-2019-11-20-22.

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The article discusses the relevance of the problem of customer churn in the telecommunications sector; as well as the benefits of using econometric binary selection models to predict the probability of customer’s base churn.

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Sigala, Marianna. "Mass Customisation Models for Travel and Tourism Information e-Services." International Journal of Information Systems in the Service Sector 2, no. 2 (April 2010): 48–69. http://dx.doi.org/10.4018/jisss.2010040104.

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Online travel firms exploit current ICT advances for developing mass customization (MC) capabilities and addressing the needs of the sophisticated travellers. However, studies investigating MC in services and specifically in tourism are limited. By adopting a customer-focused approach, this paper addresses this gap by analysing the following issues: a) the ICT and product dimensions that online firms can customise for developing and implementing different MC models; and b) the customer value and benefits provided by the different MC models. After reviewing and illustrating the interrelationshi

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Zyung, J. Daniel, Vikas Mittal, Sunder Kekre, Gajanan G. Hegde, Jennifer Shang, Brian S. Marcus, and Arvind Venkat. "Service Providers’ Decision to Use Ethics Committees and Consultation in Complex Services." Journal of Marketing Research 57, no. 2 (February 11, 2020): 278–97. http://dx.doi.org/10.1177/0022243719898495.

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Ethics has long been, and continues to be, a central topic among marketing scholars and practitioners. When providing complex services—multiple interactions over time that are predicated on the evolving needs of customers—service providers face ethical dilemmas, which are often resolved by engaging an ethics committee (EC). Despite the prevalence of ECs, research on service providers’ preference to engage with an EC is sparse. This study examines whether the role that health care providers play, as either task manager or relationship manager, makes a difference in their preference for engaging

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Majava, Jukka, and Ville Isoherranen. "Business model evolution of customer care services." Journal of Industrial Engineering and Management 12, no. 1 (January 21, 2019): 1. http://dx.doi.org/10.3926/jiem.2725.

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Purpose: Servitization is a rising trend as companies look for new revenue streams. This paper presents a study of customer care business model evolution in the smartphone industry. The paper identifies key changes in the business models during recent years and their implications for companies seeking after-sales service excellence and new revenue sources.Design/methodology/approach: The research approach is built on the literature of product-service offerings, servitization, and business models. The empirical part is based on a multiple case study of former Nokia mobile phone business, the Ap

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Fornell, Claes, Michael D. Johnson, Eugene W. Anderson, Jaesung Cha, and Barbara Everitt Bryant. "The American Customer Satisfaction Index: Nature, Purpose, and Findings." Journal of Marketing 60, no. 4 (October 1996): 7–18. http://dx.doi.org/10.1177/002224299606000403.

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The American Customer Satisfaction Index (ACSI) is a new type of market-based performance measure for firms, industries, economic sectors, and national economies. The authors discuss the nature and purpose of ACSI and explain the theory underlying the ACSI model, the nation-wide survey methodology used to collect the data, and the econometric approach employed to estimate the indices. They also illustrate the use of ACSI in conducting benchmarking studies, both cross-sectionally and over time. The authors find customer satisfaction to be greater for goods than for services and, in turn, greate

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Angelopoulos, Michail, and Yannis Pollalis. "Data Analytics to Improve Customer Energy Efficiency." Archives of Business Research 9, no. 6 (June 11, 2021): 13–25. http://dx.doi.org/10.14738/abr.96.10290.

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This research focuses on providing insights for a solution for collecting, storing, analyzing and visualizing data from customer energy consumption patterns. The data analysis part of our research provides the models for knowledge discovery that can be used to improve energy efficiency at both producer and consumer ends. Τhe study sets a new analytical framework for assessing the role of behavioral knowledge in energy efficiency using a wide range of Case Studies, Experiments, Research, Information and Communication Technologies (ICT) in combination with the most modern econometric metho

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Virmani, Megha, and Manoj Kumar Dash. "Modelling Customer Satisfaction for Business Services." Journal of Sociological Research 4, no. 2 (June 6, 2013): 51. http://dx.doi.org/10.5296/jsr.v4i2.3824.

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Research in the area of business services, which include marketing research companies, advertising agencies and consulting firms, has concentrated on service quality, relationship quality, and overall customer satisfaction. In some of the best known models which connect these concepts, customer satisfaction is modelled as a function of customer expectations and perceived quality. Little research has been done, however, to explain the development of relationships between businesses and business services over time. Additionally, research in this area has been almost non-existent in the transitio

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Van den Poel, Dirk, and Bart Larivière. "Customer attrition analysis for financial services using proportional hazard models." European Journal of Operational Research 157, no. 1 (August 2004): 196–217. http://dx.doi.org/10.1016/s0377-2217(03)00069-9.

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Maune, Alexander. "Trade in Services-Economic Growth Nexus: An Analysis of the Growth Impact of Trade in Services in SADC Countries." Journal of Economics and Behavioral Studies 11, no. 2(J) (May 13, 2019): 58–78. http://dx.doi.org/10.22610/jebs.v11i2(j).2819.

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The article analysed the trade in services led growth in ten selected countries in the Southern African Development Community region using econometric regression models. Panel data obtained from the World Bank and United Nations Conference on Trade and Development databases for the period 1992 to 2015 was analysed. Five variables were used in the econometric analysis. The marginal effects of service and goods exports were positive while those of goods and service imports were negative and highly significant as was expected from literature. Service exports registered an impact that was almost t

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Meshal Saeed S, Alshahrani, Alshahrani Bander Sayaf Z, and Alshahrani Ahmed Saeed A. "Does customer service matter? A customer perception of bank services in Islamic countries." International Journal Of Innovation And Economic Development 1, no. 2 (2015): 29–38. http://dx.doi.org/10.18775/ijied.1849-7551-7020.2015.12.2004.

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This paper aims to explore the possible usefulness of a combined multi-attribute and SERVQUAL service quality model in analyzing how bank customers perceive service quality. Using a survey, the authors measured how customers in one region in a major Saudi Arabia bank perceived service quality. Responses were analyzed with reference to both multi-attribute service quality and SERVQUAL models. The combined model seems to provide some guidance regarding how bank customers perceive service quality. The finding of several items reveals that customers are difficult to please. However, substantial he

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Müller, Sven, and Knut Haase. "Local revenue response to service quality: spatial effects in seasonal ticket revenue data." European Journal of Marketing 49, no. 9/10 (September 14, 2015): 1391–416. http://dx.doi.org/10.1108/ejm-10-2013-0531.

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Purpose – This paper aims to consider spatial effects in the analysis of the relationship of revenue and service quality. When firms’ customers are located in spatially dispersed areas, it can be difficult to manage service quality on a geographically small scale because the relative importance of service quality might vary spatially. Moreover, standard approaches discussed so far in the marketing science literature usually neglect spatial effects, such as spatial dependencies (e.g. spatial autocorrelation) and spatial drift (spatial non-stationarity). Design/methodology/approach – The authors

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Enescu, Maria, and Marian Enescu. "Customer Experience Maturity Models – Improving the Business Results." International Journal of Emerging Research in Management and Technology 6, no. 7 (June 29, 2018): 228. http://dx.doi.org/10.23956/ijermt.v6i7.216.

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Customer experience maturity of any organization is important for its business results. This paper describes two kinds of maturity models, one based on competency evaluation of the employees on customer’s best applied practices, and the second on maturity of using digital tools to increase the customer good experience when working with the company. These approaches are useful when discuss the performance of enterprises providing products or services in the age of customer. The included case studies show the applicability of the procedures and open a way to be extended for proficiency testing w

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Haaker, Timber, Edward Faber, and Harry Bouwman. "Balancing customer and network value in business models for mobile services." International Journal of Mobile Communications 4, no. 6 (2006): 645. http://dx.doi.org/10.1504/ijmc.2006.010360.

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Sigala, Marianna. "Mass customisation implementation models and customer value in mobile phones services." Managing Service Quality: An International Journal 16, no. 4 (July 2006): 395–420. http://dx.doi.org/10.1108/09604520610675720.

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Staudt, Yves, and Joël Wagner. "What policyholder and contract features determine the evolution of non-life insurance customer relationships?" International Journal of Bank Marketing 36, no. 6 (September 3, 2018): 1098–124. http://dx.doi.org/10.1108/ijbm-11-2016-0175.

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Purpose Over the last decade, technological and social trends have significantly influenced the relationship between customers and insurers. New buying patterns, price comparison platforms and the usage of different interaction channels driving single-product purchases and impacting lapses have influenced insurers’ customer portfolios and development. The purpose of this paper is to study the features driving the customer relationship along three areas, namely, customer acquisition, development and retention. Design/methodology/approach After defining 14 related hypotheses, the authors use eco

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Krivoruchko, S. V., and V. A. Lopatin. "Features of business models in the market of payment services." Strategic decisions and risk management, no. 6 (February 13, 2018): 66–73. http://dx.doi.org/10.17747/2078-8886-2017-6-66-73.

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Features of business models of participants of the market of retail payment services are considered. An approach based on the allocation of nine elements of the business model is used: consumer segments, value propositions, sales channels, customer relationships, revenue streams, key resources, key activities, key partners, cost structure

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Reid, Scott, Ali Chalak, and Jonathan Hecht. "Determining the optimal investment plan for water utilities: the case of Veolia Water Central." Water Supply 10, no. 3 (July 1, 2010): 367–75. http://dx.doi.org/10.2166/ws.2010.098.

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Water utilities face difficult choices in how most efficiently to plan for investments that best meet the needs of their customer base. An obvious interest of water utilities is thus to optimise their investment planning to obtain the maximum possible benefits for the costs accrued by the investments. The objective of this article is to demonstrate an approach for a water utility to determine the benefits of investments in different possible service areas. We used a stated preference choice experiment approach to estimate the willingness-to-pay of customers of a utility company in Southeast En

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Suryan, Viktor. "ECONOMETRIC FORECASTING MODELS FOR AIR TRAFFIC PASSENGER OF INDONESIA." Journal of the Civil Engineering Forum 3, no. 1 (August 29, 2017): 303. http://dx.doi.org/10.22146/jcef.26594.

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One of the major benefits of the air transport services operating in bigger countries is the fact that they provide a vital social economic linkage. This study is an attempt to establish the determinants of the passenger air traffic in Indonesia. The main objective of the study is to determine the economic variables that affect the number of airline passengers using the econometrics model of projection with an emphasis on the use of panel data and to determine the economic variables that affect the number of airline passengers using the econometrics model of projection with an emphasis on the

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Kilibarda, Milorad J. "INNOVATION IN LOGISTICS SERVICES USING THE KANO MODEL." International Journal "Advanced Quality" 44, no. 4 (March 11, 2017): 23. http://dx.doi.org/10.25137/ijaq.n4.v44.y2016.p23-28.

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This paper presents a new approach to the innovation in logistics services based on a classification ofservice attributesdepending on how they affect customer satisfaction. A quantitative Kano model has been developed, which, unlike traditional models, describes the nonlinear relationships betweenservice attributes and customer satisfaction. The model is based on the attribute importance index and the satisfaction level. By applying the Kano model, all attributes of logistic services are classified into one of four quadrants. Depending on to which quadrant an attribute belongs, a decision on t

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Zimpel-Leal, Karla. "Emergent Business Models for Homecare in England." Innovation in Aging 4, Supplement_1 (December 1, 2020): 434. http://dx.doi.org/10.1093/geroni/igaa057.1402.

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Abstract The purpose of this study is to examine how emergent homecare business models are shaping the care market in England. Homecare providers for older people are facing a rise in demand for their services which is driven not only by an ageing population but also from a market demand for personalised care, choice, continuity of care, and real time availability. Combined with a turbulent political and policy environment, the current care landscape presented an opportunity for innovative and emergent homecare models to establish themselves and in some occasions disrupt the market by offering

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Liu, Xiao-Yu, Nai-Wen Chi, and Dwayne D. Gremler. "Emotion Cycles in Services: Emotional Contagion and Emotional Labor Effects." Journal of Service Research 22, no. 3 (March 17, 2019): 285–300. http://dx.doi.org/10.1177/1094670519835309.

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Service organizations encourage employees to express positive emotions in service encounters, in the hope that customers “catch” these emotions and react positively. Yet customer and employee emotions could be mutually influential. To understand emotional exchanges in service encounters and their influences on customer outcomes, the current study models the interplay of emotional contagion and emotional labor, as well as their influence on customer satisfaction. Employees might catch customers’ emotions and transmit those emotions back to customers through emotional contagion, and employee emo

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Nguyen, Han Ho Ngoc, Thanh Huynh Mai Pham, and Thuy Ngoc Pham. "THE EFFECT OF SERVICE QUALITY AND SWITCHING BARRIERS ON CUSTOMER LOYALTY – A STUDY OF HOSPITALITY SERVICES." Science and Technology Development Journal 14, no. 2 (June 30, 2011): 65–72. http://dx.doi.org/10.32508/stdj.v14i2.1930.

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Customer loyalty is the goal towards which many businesses, including tourist hotels place importance on. Loyalty does not only mean repurchasing, but also involves positive talk about the service to others. This paper models customer satisfaction as a mediating variable of service quality and customer loyalty. It investigates the effect of service quality on customer satisfaction and then the effect of customer sarisfaction on customer loyalty. The impact of switching barriers on customer loyalty is also investigated. The results show that there are two components of service quality affecting

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Sachdeva, Nitin. "Influence of Customer Attrition on Diffusion of Business Education Services." International Journal of Mathematical, Engineering and Management Sciences 2, no. 2 (June 1, 2017): 125–34. http://dx.doi.org/10.33889/ijmems.2017.2.2-011.

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Innovation diffusion models have been developed by many researchers during the past few decades based on the famous Bass (1969) model. Several such diffusion models have been developed in consideration of price, marketing efforts etc., however, it is hardly seen that customer attrition (disadoption) can play a significant role in long term growth process of any new product or service. This paper defines two types of disadoption process, Type I disadoption and Type II disadoption process, representing disadopters from innovators and imitators, respectively. We illustrate that there is an increa

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Saarijärvi, Hannu, Christian Grönroos, and Hannu Kuusela. "Reverse use of customer data: implications for service-based business models." Journal of Services Marketing 28, no. 7 (October 7, 2014): 529–37. http://dx.doi.org/10.1108/jsm-05-2013-0111.

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Purpose – The purpose of this study is to explore and analyze the implications of reverse use of customer data for service-based business models. In their quest for competitive advantage, firms traditionally use customer data as resources to redesign and develop new products and services or identify the most profitable customers. However, in the shift from a goods-dominant logic toward customer value creation, the potential of customer data for the benefit of the customer, not just the firm, is an emerging, underexplored area of research. Design/methodology/approach – Business model criteria a

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Kusuma Dewi, Shanty. "Service Quality Assessment Using Servqual and Kano Models." Jurnal Teknik Industri 20, no. 1 (February 28, 2019): 94. http://dx.doi.org/10.22219/jtiumm.vol20.no1.94-104.

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The purpose of this study is to assess the quality of services by using the integration of Servqual and the Kano model. In this study, Servqual is used to determine the quality criteria that must be improved. At this method, the quality criteria are based on the gap that occurs between differences in perceptions and expectation of customers for the services they receive. Meanwhile, the Kano method is used to categorize service attributes that satisfy customer needs. Servqual integration and the Kano model were carried out by synchronizing the Servqual gap value and the Kano model grade. Assess

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Zaki, Mohamed. "Digital transformation: harnessing digital technologies for the next generation of services." Journal of Services Marketing 33, no. 4 (August 12, 2019): 429–35. http://dx.doi.org/10.1108/jsm-01-2019-0034.

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Purpose The purpose of this paper is to discuss digital transformation and its four trajectories – digital technology, digital strategy, customer experience and data-driven business models – that could shape the next generation of services. This includes a discussion on whether both the market and organizations are all ready for the digital change and what are the opportunities that will enable firms to create and capture value though new business models. Design/methodology/approach Providing services is a proven and effective way to secure a competitive position, deliver long-term stable reve

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Wale, Letenah Ejigu, and Daniel Makina. "Account ownership and use of financial services among individuals." African Journal of Economic and Management Studies 8, no. 1 (March 13, 2017): 19–35. http://dx.doi.org/10.1108/ajems-03-2017-146.

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Purpose The purpose of this paper is to understand the effect of individual characteristics (such as sex, age, education and income) on the likelihood of account ownership and use in selected Sub-Saharan African (SSA) economies. Account use is operationalized into two constructs namely the use of account to save and the frequency of account use. Design/methodology/approach Data from 18,000 individuals from 18 SSA economies are used for the analysis. These data are sourced from the World Bank’s Global Findex database. Simple probit and selection models are employed as econometric tools. Finding

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Raudla, Ringa, and Kaide Tammel. "Creating shared service centres for public sector accounting." Accounting, Auditing & Accountability Journal 28, no. 2 (February 16, 2015): 158–79. http://dx.doi.org/10.1108/aaaj-06-2013-1371.

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Purpose – The purpose of this paper is twofold. First, it aims to contribute to the theoretical discussion on shared service centres (SSCs) for public sector accounting by putting forth a novel typology of different SSCs and their creation modes, and outlining the challenges these specific models are likely to face. Second, it uses the Estonian case study to test the theoretical conjectures. Design/methodology/approach – Since in the Estonian central government different reform models for creating SSCs for public sector accounting have been tried out, the Estonian case offers an opportunity fo

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Ieva, Marco, and Cristina Ziliani. "The role of customer experience touchpoints in driving loyalty intentions in services." TQM Journal 30, no. 5 (August 13, 2018): 444–57. http://dx.doi.org/10.1108/tqm-11-2017-0141.

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Purpose The explosion in the number of touchpoints is putting pressure on companies to design omnichannel customer experiences aimed at achieving long-term customer loyalty. The purpose of this paper is to examine the relative importance of 24 touchpoints in contributing to customer loyalty intentions. Design/methodology/approach Data were collected by means of a survey on almost 6,000 subjects belonging to the Nielsen consumer panel. Two ordinary least squares regression models with clustered standard errors estimate the relationship between touchpoint exposure – measured in terms of reach, f

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Bredyuk, Vladimir, and Olena Joshi. "THE ECONOMETRIC MODELING OF HIGHER EDUCATION SYSTEM IN THE MODERN LABOR MARKET." International Journal of New Economics and Social Sciences 5, no. 1 (June 30, 2017): 29–43. http://dx.doi.org/10.5604/01.3001.0010.2592.

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The article shows the main theoretical and practical results of the research of higher education system in Ukraine, which are based on the use of econometric methods and systematic approach as well as available official statistics. The basic factors of internal and external environment of the higher education system are considered and distinguished. The conceptual scheme of interaction of these factors in the operation of the higher education system of Ukraine has been offered. A number of econometric models, which describes the process of functioning of the higher education system as a whole,

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Al-Momani, Adai Mohammad, Moamin A. Mahmoud, and Mohd Sharifuddin Ahmad. "A Review of Factors Influencing Customer Acceptance of Internet of Things Services." International Journal of Information Systems in the Service Sector 11, no. 1 (January 2019): 54–67. http://dx.doi.org/10.4018/ijisss.2019010104.

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Current studies in the field of Internet of Things (IoT) focus on the technical aspects such as programing, hardware, and software. However, studies from the behavioral aspects of the IoT are still in their infancy. In this article, the authors review and analyze theories and models from the literature and subsequently identify factors that influence customers' acceptance and use of the IoT services. Theories such as technology acceptance model (TAM) and unified theory of acceptance and use of technology (UTAUT) as well as number of existing models have investigated the IoT or similar technolo

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Estrella-Ramón, Antonia. "Explaining customers’ financial service choice with loyalty and cross-buying behaviour." Journal of Services Marketing 31, no. 6 (September 11, 2017): 539–55. http://dx.doi.org/10.1108/jsm-05-2015-0189.

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Purpose This paper aims to examine the impact of the customer’s previous transaction behaviour (represented by loyalty and general cross-buying) on his/her choice of specific services offered by the same financial services provider. Design/methodology/approach This study uses a set of logistic regression models by incorporating panel data from a large bank. The database consists of 2,187 randomly selected customers, and it includes features related to individual loyalty and cross-buying behaviours, as well as demographic indicators, i.e. individual measures related to each customer and each se

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Li, Minglong, and Cathy H. C. Hsu. "Customer participation in services and employee innovative behavior." International Journal of Contemporary Hospitality Management 30, no. 4 (April 9, 2018): 2112–31. http://dx.doi.org/10.1108/ijchm-08-2016-0465.

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Purpose This paper aims to investigate the influence of customer participation in services on the innovative behaviors of employees. Although previous studies have acknowledged the importance of customers in service innovation and investigated how customer participation in product development teams affect innovation, the effect of mandatory customer participation in services on the employee innovative behavior has not been examined. In addition to addressing such gap, this study proposed the mediating role of interpersonal trust in the relationship between customer participation and employee i

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