Relevant bibliographies by topics / Customer

Contents

  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers
  6. Reports

Academic literature on the topic 'Customer'

Author: Grafiati
Published: 4 June 2021
Last updated: 11 September 2023

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Journal articles on the topic "Customer"

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Mohammadhossein, Nastaran, Mohammad Nazir Ahmad, Nor Hidayati Zakaria, and Shidrokh Goudarzi. "A Study towards the Relation of Customer Relationship Management Customer Benefits and Customer Satisfaction." International Journal of Enterprise Information Systems 10, no. 1 (January 2014): 11–31. http://dx.doi.org/10.4018/ijeis.2014010102.

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The purpose of this study is to investigate the efficacy of customer relationship management (CRM) benefits for customers in relation to customer satisfaction. A model has been developed and empirically tested through survey data collected from 150 customers of three Malaysian companies. The results indicate that the benefits of CRM for customers have had a significant positive effect on their satisfaction in marketing companies. Personalized service, responsiveness to customer's needs, customer segmentation, customization of marketing, multichannel integration, time-saving and improving customer knowledge are the benefits that we proposed would affect customer satisfaction in order to significantly improve marketing performance. Additionally, the results reveal that all the benefits found, with the exception of time-saving, enhanced customer satisfaction. This paper contributes to the existing literature by incorporating the benefits of CRM for customers and the relationships of these benefits with their satisfaction in the proposed model.
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Curth, Susanne, Sebastian Uhrich, and Martin Benkenstein. "How commitment to fellow customers affects the customer-firm relationship and customer citizenship behavior." Journal of Services Marketing 28, no. 2 (May 6, 2014): 147–58. http://dx.doi.org/10.1108/jsm-08-2012-0145.

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Purpose – The purpose of this paper is to analyze how affective commitment to fellow customers influences a customer's affective commitment to the service provider and customer citizenship behavior (CCB). In addition, the paper seeks to examine the moderating role of a customer's calculative commitment to the service organization. Design/methodology/approach – The study used a large-scale survey among customers of a health club and a scenario-based experiment to test the hypotheses. Findings – Both empirical studies provide evidence that affective commitment to fellow customers has positive consequences for the customer-firm-relationship. The findings suggest that commitment to fellow customers and commitment to the service organization influence very specific facets of customer citizenship behavior. In addition, the study found preliminary support for the moderating role of calculative commitment. Affective commitment to fellow customers showed the strongest effect on affective commitment to the provider in customer-firm relationships characterized by high (versus low) calculative commitment. Practical implications – The results of this research have a number of managerial implications. This study suggests measures to strengthen customer-firm-relationships, e.g. generating intensive exchange among customers or attraction of consumer pairs. Providing customers with platforms of valuable relationships to multiplex ties can be a competitive advantage for service providers. Originality/value – This article is the first that highlights the role of other customers as a target of customer commitment and how this commitment affects both the customer's relationship to the service provider and his or her customer citizenship behavior. The present study therefore broadens our knowledge of how bonding among customers influences consumer behavior in service settings.
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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 (January 20, 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 partially and simultaneously between Customer Relationship Management (CRM) and satisfaction on customer loyalty savings. The population in this study were 1,958 savings customers. The sample was determined based on the Slovin formula with the results obtained by 95 respondents. The results of data analysis indicate that Customer Relationship Management (CRM) and satisfaction simultaneously have a positive and significant effect on customer loyalty. Increasingly improving information technology strategies, namely Customer Relationship Management (CRM) in order to increase customer satisfaction and loyalty savings.
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Septyarini, Dewi Nur, Gusti Noorlitaria Achmad, and Adjie Sofyan. "THE EFFECT OF SENSORY STIMULI ON INCREASING CUSTOMER SATISFACTION AND CUSTOMER ADVOCACY BANKALTIMTARA USING THE Stimulus ORGANISM RESPONSE (SOR) MODEL." International Journal of Economics, Business and Accounting Research (IJEBAR) 6, no. 2 (June 24, 2022): 752. http://dx.doi.org/10.29040/ijebar.v6i2.5032.

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Abstract: The purpose of this study is to prove that the Bankaltimtara website stimuli have an effect on the affective state of its customers, to prove that the Bankaltimtara's servicescape stimuli have an effect on the customer's affective state, to prove that the customer's affective state has an effect on increasing bankaltimtara's customer satisfaction. , to prove the affective state of customers mediating the influence of website stimuli on increasing customer satisfaction bankaltimtara, to prove the affective state of customers mediating the influence of website stimuli on increasing customer advocacy behavior bankaltimtara, to prove the affective state of customers mediating the effect of servicescape stimuli on increasing customer satisfaction bankaltimtara, to prove the situation customer affective mediates the effect of servicescape stimuli on increasing customer advocacy behavior ur bankaltimtara. This type of research uses survey research with a causative approach which aims to explain the causal relationship between two or more observed variables through hypothesis testing so that conclusions can be drawn. the population in this study were customers of conventional bankaltimtara savings. with Partial Least Square (PLS) program in data processing. the results of this study indicate that website stimuli have a positive and significant direct effect on the affective state of bankaltimtara customers, servicescape stimuli have a direct positive and significant effect on the affective state of bankaltimtara customers, affective state has a direct positive and significant effect on customer satisfaction bankaltimtara. Keywords: Effect Of Sensory Stimuli, Increasing Customer Satisfaction, Customer Advocacy, Stimulus Organism Response (SOR) Model, Bankaltimtara
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Im, byung-Ho, and Hyun-Jin Jo. "A study on the effect of service fairness perceived by hotel customers on customer long-term orientation: Mediating effect of customer citizenship behavior." Foodservice Management Society of Korea 25, no. 4 (August 31, 2022): 239–59. http://dx.doi.org/10.47584/jfm.2022.25.4.239.

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In this study, considering the characteristics of the hotel industry, the relationship between service fairness, customer civic behavior, and customer long-term orientation perceived by hotel customers was investigated. First, it was confirmed that it had a great influence on the service fairness and customer civic behavior of hotel customers. In other words, it was analyzed that customer service fairness had a statistically significant positive (+) effect on forming positive customer civic behavior. Second, it was found to increase customer long-term orientation through customer service fairness. This means that if you provide a service that can satisfy the needs of customers using the hotel, it plays an important role in increasing the customer's continuous use satisfaction. Finally, as a result of examining the mediating effect of customer civic behavior between the service fairness perceived by hotel customers and customer long-term orientation, which is the core of this thesis, it was found to have a partial mediating effect.
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Sudiyono, Kristianus Ade, Prio Utomo, and Claudia Severesia. "Effect of Customer Experience and Customer Value Towards Customer Loyalty and Satisfaction on B2B Food and Beverage Sector." Journal of Business and Management Review 3, no. 9 (September 27, 2022): 627–40. http://dx.doi.org/10.47153/jbmr39.4552022.

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This study aims to study the effect of customer experience and value on customer loyalty and satisfaction in B2B industry which researchers limitedly discussed. The organization needs to implement customer experience management to create value for customers' purchase intention and win the market competition. One essential key to maintaining customer loyalty is good customer experience management. The elements of customer experience management consist of customer experience, customer value, and purchase intention. The research is cross-sectional quantitative research. An online survey using Google Form was carried out using the purposive sampling technique in 2021 and obtained 85 valid respondents who are corporate customers of a food and beverage manufacturing company located in Tangerang. Respondents were asked 23 closed ended on five scales Likert: strongly disagree to strongly agree. Data were analyzed using PLS-SEM (Partial Least Square – Structural Equation Model. The result shows that customer experience significantly affects customer value, loyalty, and satisfaction. Customer value significantly affects customer loyalty but is not significant to customer satisfaction. Customer experience involves the customer's response to the customer's journey. However, the nature of customer experience is quite complicated; therefore, measurement of customer satisfaction and customer loyalty is used more often. Customer value is related to the company’s product excellence, which has a long-term effect resulting in customer loyalty. Therefore, organizations need to focus on building customer experience management and long-term customer value.
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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 contributions. A key contribution to researchers is that the effect of customer satisfaction on other variables, particularly customer loyalty should be assessed in terms of its direct and indirect effects. A basic contribution to managers is that both satisfied and delighted customers have potential intentions to defect, hence, retaining customers is a crucial step to ensure loyalty. Delighted customers are more likely to be retained and retained customers are ready to be loyal customers.
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Mosa, Mona, Nedaa Agami, Ghada Elkhayat, and Mohamed Kholief. "A Literature Review of Data Mining Techniques for Enhancing Digital Customer Engagement." International Journal of Enterprise Information Systems 16, no. 4 (October 2020): 80–100. http://dx.doi.org/10.4018/ijeis.2020100105.

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The evolution of the customer engagement concept had a positive impact on how business and customers interact. The term digital customer engagement emerged to empower such interaction via encouraging customers to use digital channels. Data mining techniques can help in identifying patterns, generating insights, and making predictions for a massive amount of data. The purpose of this paper is to explore the current literature on data mining techniques to enhance digital customer engagement and review the impact of data mining on analyzing customer's attributes and its key performance indicators influenced by digital customer engagement and affecting business success. The scope of the review encompasses the state of the art of scientific methodologies and models applied to identify customers with the highest potential towards digital engagement. A critical analysis also identified gaps in the literature. This study is the first to explicitly consider data mining techniques for enhancing digital customer engagement with a comprehensive analysis of customer's attributes in different domains.
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Sheen, Young Seek. "Effect of Customer Engagement on Customer Value Creation and Subjective Well-being." Asian Journal of Beauty and Cosmetology 21, no. 2 (June 29, 2023): 177–87. http://dx.doi.org/10.20402/ajbc.2022.0027.

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Purpose: This study analyzes the intermediate effect of customer value creation on the relationship between customer engagement and subjective well-being. It highlights the importance of customer engagement and interest while, validating the impact of customer's psychological happiness and satisfaction through customer value creation.Methods: Using the SPSS Ver.21.0 program as an analysis method, this study performed frequency analysis, factor analysis, reliability analysis, and three-stage mediated multi-regression. The survey included 240 customers who experienced experience and demonstration services at the cosmetics stores in Seoul and the metropolitan area from December 3 to 31, 2021. For the analysis, 232 samples were used, excluding 8 samples that were deemed unusable.Results: First, customers who experienced experience and demonstration services in cosmetics stores have a positive effect on customer value creation. Furthermore, this positive effect extends to customers' psychological well-being and satisfaction. Second, in the context of the relationship between customer information and subjective well-being, customer value creation has been demonstrated to have a partial mediating effect.Conclusion: Experience and demonstration services offer by cosmetics stores with high-quality content can enhance customer participation and encourage active customer engagement. Consequently, they contribute in, improving functional satisfaction, enjoyment and social value for customers. By efficiently achieving mutual value creation between companies and customers through leveraging such customer information, these services can function as strategic marketing tools. Moreover, they play a crucial role in completing the image improvement of companies and their cosmetic products by projecting customers' happiness on to cosmetics and services offered.
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Hapsari, Indri, and Murini Murini. "Pengaruh Kualitas Pelayanan, Kepercayaan dan Kepuasan terhadap Loyalitas Nasabah PT Bank Syariah Mandiri Kendari." Jurnal Ilmu Manajemen Sosial Humaniora (JIMSH) 4, no. 2 (October 7, 2022): 88–95. http://dx.doi.org/10.51454/jimsh.v4i2.699.

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BSM Customers in Kendari Branch searched, select and use the entire services of a bank if the quality of the bank's services is able to meet the customer's needs. However, this is not enough for customers if the value of the benefits of banking products offered is not in accordance with the perception of the applicable customer value. In this case the better the quality of service, trust and customer satisfaction, the higher the customer's loyalty at PT Bank Syariah Mandiri Kendari Branch. The purpose of this study is to analyze and determine the influence of service quality, trust and customer satisfaction with customer loyalty at PT Bank Syariah Mandiri Kendari Branch. The method used in this study is in the form of primary data and secondary data that are qualitative and quantitative using multiple linear regression analysis software with the help of SPSS 16. The results show that simultaneously (together) between service quality, trust and customer satisfaction there is an influence Against customer loyalty at PT Bank Syariah Mandiri Kendari Branch while partially that the quality of service, trust and customer satisfaction there is an influence on customer loyalty at PT Bank Syariah Mandiri Kendari Branch
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Dissertations / Theses on the topic "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 because many of the major societal problems of today, such as high-fat diets, poor physical fitness, substance abuse and smoking, exist because people make poor health choices. Most of the leading causes of death could be reduced substantially if people at risk change five behaviours, namely non-compliance with beneficial health behaviours, poor diet, lack of exercise, smoking and alcohol and drug abuse. The many societal ills related to non-compliance with the aforementioned five behaviours and the dearth of knowledge about the determinants of customer compliance were the main motivations for this study. Another important goal, underlying the motivation for this study, was to understand the relationship between role clarity, role ability, motivation, customer satisfaction and goal attainment. Motivation, which for the purpose of this study has been divided into intrinsic and extrinsic motivation, proved to be the strongest predictor of customer compliance. An online self-administered questionnaire was used to gather quantitative data from 155 respondents who have successfully completed a lifestyle management programme. The results of the first regression model indicated that two of the four independent variables, namely “customers’ role ability” and “intrinsic motivation”, are statistically significant, positive predictors of the dependent variable “customer compliance”. The other two independent variables, “customer role clarity” and “extrinsic motivation”, are not statistically significant predictors of “customer compliance”. The results of the second regression model indicated that “customer compliance” and “customer goal attainment” are statistically significant positive predictors of the dependent variable “customer satisfaction” The most important construct of the study, highlighted in Chapter 6 as well as in the study by Dellande (1999), is customer motivation. If a customer is not motivated, compliance levels will not be sufficient to generate high levels of customer satisfaction. Customer motivation was divided into extrinsic motivation and intrinsic motivation with intrinsic motivation proving to have a stronger correlation with customer compliance than extrinsic motivation. The study was conducted across three different organisations. Research has also suggested that more than half of the customers who commence with a lifestyle management programme never complete the programme or revert to the original lifestyle they followed prior to commencement of the programme. This could have a negative effect on their satisfaction levels. It is, therefore, imperative to ensure that all customers who join a lifestyle management programme are motivated and are able to comply with the directives of the programme to ensure the successful completion thereof.
Dissertation (MCom)--University of Pretoria, 2012.
Marketing Management
MCom
Unrestricted
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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 customers, and are common in tourism and hospitality, recreation, and education. The second angle is a focus on service outcomes after the service encounter, including satisfaction, intention to recommend, and online word-of-mouth. Paper 1 explores how firms view and manage customer-to-customer interactions during group service encounters. It finds that the differences in attitude and conduct of firms create four possible stances toward customer-to-customer interaction. Paper 2 delves deeper into how customer-to-customer interactions impact the design and delivery of group service encounters, develops a typology of customer cohort climates (CCCs), and identifies how each CCC can be created through four elements of group service encounters. Paper 3  investigates how positive and negative customer-to-customer interactions impact service outcomes and finds that customer-to-customer interaction is a dissatisfier. Paper 4 examines how customers produce online hotel reviews and finds that content analysis of online reviews yields similar findings to more traditional quantitative research methods. This thesis advances research on the impact of customers on each other and provides evidence that other customers can and should be managed to achieve desired service outcomes. It further proposes how these interactions can be managed to further enhance service firm offerings.

QC 20160516

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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 evolving technology. The mobile network operators saw interconnect fees, which amounted to fifteen per cent of total revenue for each of these operators, being reduced by more than half, with Government foreseeing total removal of these fees. At the same time, the number of competitors grew from one to three within a period of five years forcing all operators, especially Vodacom and its Vodashops, to search for winning strategies that could ensure retention of their customers thus their revenue. Therefore, the intention of this research is to investigate various strategies that are suitable and can be implemented for one of the Vodashops in Cape Town, namely Canal Walk Vodashop, to ensure that this store manages to retain and possibly grow its existing customers. The investigation led the researcher to find that, in a situation where the affected organisation is at the maturity level of the business, as it is the case with the selected store, the most effective strategy to retain and grow customers is the customer service strategy. This strategy includes various elements which are very important to its success; these elements include providing job specific skills to employees, designing and implementing suitable processes and creating best value for customers on products and services that the company offers. The research was achieved by following the approach below: • A literature study was done in order to determine the key elements of an effective customer service strategy; • A survey of literature focusing specifically on employee skills development, design and implementation of processes and creation of value for the offered products and service; • Insights of customers from the selected Vodashop were obtained via interviews to determine their perception on products and services offered; and • Lastly, interview results were analysed to determine the areas of improvement and also what customer service strategies are suitable for highlighted problems. Through this research, various customer service strategies that must be consistently and continuously executed in order to achieve this excellent customer service were recommended. The recommended strategies include training and development of employees, design and implementation of processes that are aligned to the selected Vodashop and also to the needs and expectations of customers.
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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 methods used were K-means clustering, Gaussian mixture models in the MCLUST family, t-distributed mixture models in the tEIGEN family and non-negative matrix factorization (NMF). For the NMF clustering a slightly different data pre-processing step was taken, specifically no PCA was performed. Clustering partitions were compared on the basis of the Silhouette index, Davies-Bouldin index and subject matter knowledge, which revealed that K-means clustering with K = 3 produces the most reasonable clusters. This algorithm was able to separate the customer into different segments depending on how many purchases they made overall and in these clusters some minor differences in spending habits are also evident. In other words there is some support for the claim that the customer segments have some variation in their spending habits.
I denna uppsats har klusteranalys tillämpats på data bestående av kunders konsumtionsvanor hos en detaljhandelskedja för att utföra kundsegmentering. Metoden som använts bestod av en två-stegs klusterprocedur där det första steget bestod av att skapa variabler, tillämpa en kvadratrotstransformation av datan för att hantera kunder som spenderar långt mer än genomsnittet och slutligen principalkomponentanalys för att reducera datans dimension. Detta gjordes för att mildra effekterna av att använda en högdimensionell datamängd. Det andra steget bestod av att tillämpa klusteralgoritmer på den transformerade datan. Metoderna som användes var K-means klustring, gaussiska blandningsmodeller i MCLUST-familjen, t-fördelade blandningsmodeller från tEIGEN-familjen och icke-negativ matrisfaktorisering (NMF). För klustring med NMF användes förbehandling av datan, mer specifikt genomfördes ingen PCA. Klusterpartitioner jämfördes baserat på silhuettvärden, Davies-Bouldin-indexet och ämneskunskap, som avslöjade att K-means klustring med K=3 producerar de rimligaste resultaten. Denna algoritm lyckades separera kunderna i olika segment beroende på hur många köp de gjort överlag och i dessa segment finns vissa skillnader i konsumtionsvanor. Med andra ord finns visst stöd för påståendet att kundsegmenten har en del variation i sina konsumtionsvanor.
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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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Title: Customer Satisfaction toward TrueMove Customer Service

Problem Statement: How are TrueMove customers satisfied with the customer service provided at TrueMove shops in Bangkok?

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.

Theory and Methods: The research bases mainly on quantitative method; that is questionnaire method. The Service Quality Gap which aims to measure the customer satisfaction by comparing their expectation and perception of service after experiencing the service serves as the theoretical framework for the research. Moreover SERVQUAL dimensions covering Reliability, Assurance, Empathy, Responsiveness and Tangibles are used in the further development of theory and modeling of the questionnaires for this research.

Conclusion: TrueMove customers are not yet fully satisfied with customer service provided at the TrueMove shops in Bangkok region. The service quality perceived cannot yet meet the expectation of customers in any SERVQUAL Dimensions.

Recommendations: The issue of reliability in service aspect needs to be dealt with an overhaul of systems and routines while other aspects of service call for equipping employees with required knowledge. A focus on specific services to the target group of customers also needs to be established.

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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 investigated by using the survey research method. The formulations of the questions are of great importance in this research method so that the information needed can be gathered without confusion and irritation. The critical factors of the kitchen worktops were also located in this survey and are out of the customer point of view. After the survey was done and the critical factors identified a concept generation phase was started to analyze possible ways of solving the issues with the kitchen worktops. Three proposals of concepts was generated; improvement in quality, improvement in the information communicated by IKEA, and a combination of these two. These proposals were analyzed against each other, against the survey and against the possible concrete gains. When the proposals of concepts were completed a decision to investigate the product development process was made and suggestions on how these critical factors could be found earlier in the process were made. Lastly a proposal of a database system for categorizations of the customer complaints when it comes to different defects were made and proposed to IKEA. Out from the information received by the survey these proposals could be made and the conclusion that scratches and to some extent heat was the most critical flaws, which would be the thing to focus further on. The product development process could also be improved to make it possible to take notice of these critical flaws earlier in the process. To summarize the project was successful and IKEA was really happy with the results, and the extra tasks that were added to this thesis. The first problem description was to only find the customers’ expectations but to get something out of this we added the proposals and the attempt to change the product development process when it comes to kitchen worktops.
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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 investigate how customers perceive value by engaging in citizenship behaviors towards the company and other customers. Based on 20 interviews, we draw on Holbrook\'s typology of values (1999) and Clary et al. (1998) functional theory to suggest contribution regarding the following dimensions: Efficacy or Quality; Social or Esteem; Play or Peace; and Ethics and Spirituality. Third, considering social exchange and self-completion theory, we propose that by endorsing CSR actions and achieving self-definition goals, customers may inhibit posterior displays of CCB considering that they already obtained satisfaction for helping third parties. Based on 2 experimental studies, we offer support for our proposition with moderation evidence, as well as showing that those participants who perceived a higher entitativity among customers of the companies were more willing to help others in a following situation. Future studies can address the value of CCB by helped customers and employees of the firm. CCB literature is still concentrated on customers who help rather than the ones helped. Other types of citizenship behaviors, such as advocacy, cooperation, and facilitation may comprehend different perceived values and sources of motivation than those explored in this study. Also, regarding our third proposition, studies can evaluate the extent to which those helping behaviors embody self-symbolizing needs and social identifications. Furthermore, the satiation effect of self-completion that we propose in this article happens in a social identity context. Next studies can investigate these effects in other domains, such as self-consistency theory
Consumidores podem precisar de opiniões sobre um novo produto, instruções de como ajustar o equipamento na academia ou até mesmo uma instrução de como fazer o auto check-in na máquina da companhia aérea. As possibilidades de consumidores ajudando uns aos outros variam de acordo com os serviços, enfatizando a sua dinâmica e natureza interdependente. São três os principais propósitos dessa tese. Primeiro, oferecemos contribuições teóricas a futuros estudos no campo do Comportamento Cidadão do Consumidor. Por meio da condução de uma revisão sistemática de 92 artigos, sugerimos novo caminhos para pesquisa teórica e possibilidades metodológicas. Segundo, investigamos como consumidores percebem valor mediante o engajamento em comportamentos cidadãos com a empresa e outros consumidores. Baseado em 20 entrevistas, o estudo está ancorado na tipologia de valores de Holbrook (1999) e teoria funcional de Clary et al. (1998) para sugerir contribuições referentes às seguintes dimensões: Eficácia ou Qualidade; Social ou Estima; Diversão ou Paz; e Ética ou Espiritualidade.Terceiro, considerando Teoria da Troca Social e Teoria da Auto-Complementação Simbólica, propõe-se que, ao endossar ações de Responsabilidade Social Corporativa e atingindo objetivos de auto-definição, consumidores podem inibir demonstrações posteriores de CCB, considerando que eles já obtiveram satisfação por ajudar terceiros. Baseado em dois estudos experimentais, oferece-se suporte para a proposição de evidência de moderação, assim como mostra-se que estes participantes perceberam a alta entitatividade entre consumidores das empresas estão mais propensos em ajudar outros em uma situação subsequente. Estudos futuros podem endereçar o valor do CCB relacionado aos consumidores e empregados ajudados. A literatura de CBB ainda é muito concentrada em consumidores que ajudam, ao invés daqueles que são ajudados. Outros tipos de comportamento de cidadania do consumidor, como advocacia, cooperação e facilitação podem compreender diferentes fontes de valor percebidas e fontes de motivação que aquelea comportamentos explorados neste estudo. Ademais, sobre a nossa terceira proposição, estudos podem avaliar a extensão na qual esses comportamentos de ajuda compreendem necessidades de auto-simbolização e identificações sociais. Por fim, o efeito de saciedade da auto-complementação que se propõe nesse artigo acontece em um contexto de identidade social. Estudos futuros podem investigar esse efeito em outros domínios, como a teoria da auto-consistência
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Danielsson, Axel, and Simon Broström. "A Happy Customer is a Paying Customer." Thesis, Umeå universitet, Företagsekonomi, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-166564.

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

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

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Once a customer always a customer: How to deliver customer service that creates customers for life. Dublin: Oak Tree Press, 1996.

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The cult of the customer: Create an amazing customer experience that turns satisfied customers into customer evangelists. Hoboken, N.J: Wiley, 2009.

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

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

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

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

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

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

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Customer service: The key to winning lifetime customers. Rockhurst College: National press Publications, 1991.

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Book chapters on the topic "Customer"

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Hazzan, Orit, and Yael Dubinsky. "Customers and Users customer customer user user." In Agile Software Engineering, 1–25. London: 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, 147–63. Cham: 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, 45–56. Berlin, Heidelberg: 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, 44–47. Boston, MA: Springer US, 1995. http://dx.doi.org/10.1007/978-1-4613-1231-4_13.

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Das, Parichay, and Vijendra Singh. "Knowing Your Customers Using Customer Segmentation." In Computational Methods and Data Engineering, 437–51. Singapore: 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, 7–14. Wiesbaden: 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, 85–108. Berlin, Heidelberg: 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, 39–67. New York : Routledge, 2020.: 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, 15–26. Cham: Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-90055-7_2.

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Fornell, Claes, Forrest V. Morgeson, G. Tomas M. Hult, and David VanAmburg. "Customer Expectations: What Do Your Customers Demand?" In The Reign of the Customer, 25–39. Cham: Springer International Publishing, 2020. http://dx.doi.org/10.1007/978-3-030-13562-1_2.

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Conference papers on the topic "Customer"

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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 cost. Customer Value Oriented Product Customization (CVOPC) is developed as a systematic process to quantify the quality utility through guiding customers to make customization choices that reflect the balance of customer-valued quality and cost. A modified conjoint analysis is applied to capture the customer’s utility function of quality in terms of specific product features. A case study of designing module power supplies for a telecommunication system is presented.
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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 fact that a customer doesn’t understand what it means to be traceable to NIST especially since the phrases, “traceable to NIST” and “NIST traceable” are so deeply rooted in the US measurement community history. It isn’t a surprise when customers request copies of all the certs for all the assets used on their calibration because that is what they think is needed to show traceability even though the calibration lab may be accredited. We shouldn’t be surprised when customer’s look to us to help them understand. I can tell you first hand that pointing people to the NIST’s website of FAQs doesn’t help. In this paper, I will attempt to explain how the customer’s traceability is linked through the metrology lab process allowing the customer to understand how the traceability chain works and affects their process or product.
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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 next contact type (touch point). At first we will analyze the customer journey data by applying process mining techniques. We will use these insights then together with the historical data of accumulated customer journeys to train several classifiers. The winning of those classifiers, namely XGBoost, is used to perform a prediction on a customer's journey while the journey is still active. We show on three different real datasets coming from interactions between a telecommunication company and its customers that we always beat a baseline classifier thanks to our thorough pre-processing of the data.
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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 psychological time and money (physical and virtual involvement in production) This is different from the current customer satisfaction. Current one is focused on how much satisfaction a customer will have for a final product. This is a definition from the standpoint of the producer. The new definition is from the standpoint of the customer. This paper points out that if we introduce Mahalanobis Taguchi System, such a measure can be established and we can introduce a new metric for measuring customer’s satisfaction for the new type of prosumer system or co-production.
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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 are analyzed by topic frequency. The methodology is implemented to a smartphone review data. The result shows that online customers have different preferences as offline customers do, and they can be divided into separate groups with different tendencies for product features. This can help product designers to draw segment-based design implications from online data.
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Wang, Yue, and Mitchell M. Tseng. "Defining Specifications for Custom Products: A Bayesian Probabilistic Approach." In ASME 2008 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. ASMEDC, 2008. http://dx.doi.org/10.1115/detc2008-49625.

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Defining product specifications to meet customers’ preferences is a crucial and challenging task for custom product design. An efficient specification defining method should take both product structures and customers’ preferences into consideration. Because customers’ preferences depend largely on factors such as product attributes and external parameters, conventional specification definition methods in deterministic form fall short of providing adequate approaches to represent and manipulate the probabilistic nature of customers’ preferences. They often suffer from low efficiency, lack of intelligence to adapt to different customers’ inputs, being unable to provide guidance to users who have little domain knowledge, etc. These technical issues have hindered the development of custom product design and mass customization. To solve these issues, Bayesian network is deployed to represent the product physical structure and the likelihood of the customers’ potential preferences among components. The specification defining is modeled as an uncertainty elimination process and an information theory based algorithm is applied to obtain customers’ target product configuration. The idea is to sequentially select the most relevant component for a customer to specify from the remaining components pool based on his previous step’s specification. An inference module is also proposed which can recommend possible product configurations to help customers find what they want quickly. Thus a customized 1-to-1 specification defining procedure is provided and the final configuration can converge to a customer’s target with fewer interactions between the customer and product design team. This paper explores the framework of product specification defining in uncertain domain and offers a new angle to advance design for mass customization (DfMC), and possibly the Design for Manufacturing in general.
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Masuda a, Hisashi, and Yoshinori Hara b. "A Dynamic Model based on Customer Learning Speed." In Applied Human Factors and Ergonomics Conference. AHFE International, 2019. http://dx.doi.org/10.54941/ahfe100281.

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The heterogeneity of customers is dependent not only variety of customers but also the time change. How do we treat the variety of customers based on time is issue for the service research. We construct a model for representing the customer learning speed interpreted by customer expectation based on novelty. The results are to show the customer learning rate in relation to the novelty of each service sector (Restaurant, Hotel and Mobile-phone users), and effects of the customer learning assistant promotion by numerical simulation. We can manage the dynamic aspects of customers' variety adding the static aspects of them.
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Zhang, Zichen, Xiaoyu Zheng, and Hongtao Liu. "Cost factors in the customer-to-customer sharing when the customers are heterogeneous." In 2021 40th Chinese Control Conference (CCC). IEEE, 2021. http://dx.doi.org/10.23919/ccc52363.2021.9550354.

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Li, Bin, Dong Hao, Dengji Zhao, and Tao Zhou. "Customer Sharing in Economic Networks with Costs." In Twenty-Seventh International Joint Conference on Artificial Intelligence {IJCAI-18}. California: International Joint Conferences on Artificial Intelligence Organization, 2018. http://dx.doi.org/10.24963/ijcai.2018/51.

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In an economic market, sellers, infomediaries and customers constitute an economic network. Each seller has her own customer group and the seller's private customers are unobservable to other sellers. Therefore, a seller can only sell commodities among her own customers unless other sellers or infomediaries share her sale information to their customer groups. However, a seller is not incentivized to share others' sale information by default, which leads to inefficient resource allocation and limited revenue for the sale. To tackle this problem, we develop a novel mechanism called customer sharing mechanism (CSM) which incentivizes all sellers to share each other's sale information to their private customer groups. Furthermore, CSM also incentivizes all customers to truthfully participate in the sale. In the end, CSM not only allocates the commodities efficiently but also optimizes the seller's revenue.
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Blackie, N. M. "Interactive customer services - improving communications with customers." In IEE Colloquium on Business Applications of Multimedia Communications. IEE, 1997. http://dx.doi.org/10.1049/ic:19970356.

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Reports on the topic "Customer"

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

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Seybold, Patricia. Let Customers Co-Design Your Customer-Critical Initiatives. Boston, MA: Patricia Seybold Group, May 2005. http://dx.doi.org/10.1571/me5-26-05cc.

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

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

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

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Kramer, Mitchell. BusinessObjects Customer Intelligence Customer Analytics 6.1. Boston, MA: Patricia Seybold Group, February 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. Boston, MA: Patricia Seybold Group, September 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! Boston, MA: Patricia Seybold Group, September 2007. http://dx.doi.org/10.1571/bp09-13-07cc.

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

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Seybold, Patricia. Selecting and Recruiting Customers for Customer Scenario® Mapping Sessions. Boston, MA: Patricia Seybold Group, June 2005. http://dx.doi.org/10.1571/me6-9-05cc.

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