Relevant bibliographies by topics / Customer Influence

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

Academic literature on the topic 'Customer Influence'

Author: Grafiati
Published: 30 June 2021
Last updated: 7 February 2022

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Journal articles on the topic "Customer Influence"

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Hüttel, Björn A., Zelal Ates, Jan Hendrik Schumann, Marion Büttgen, Stephanie Haager, Marcin Komor, and Julian Volz. "The influence of customer characteristics on frontline employees’ customer need knowledge." Journal of Services Marketing 33, no. 2 (April 8, 2019): 220–32. http://dx.doi.org/10.1108/jsm-11-2017-0367.

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PurposeThis paper aims to investigate the influence of individual customer characteristics on frontline employees’ (FLEs) customer need knowledge (CNK), a construct that objectively measures FLEs’ ability to accurately identify a given customer’s hierarchy of needs.Design/methodology/approachThe study uses hierarchical data involving the customer and bank advisor levels in the banking sector of three European countries. The matched sample consisted of 1,166 customers and 332 employees. To account for the nested structure of the data, the study used hierarchical linear modeling (HLM) using HLM software.FindingsThe results show that customers’ financial experience and risk aversion positively influence CNK and customer-perceived responsibility for the service outcome negatively impacts CNK. The results further show the impact of individual customer cultural values on CNK, which can be influenced by customer-oriented employee training. Cross-level interaction effects indicate that training measures can reverse negative influences of customers’ high power distance and uncertainty avoidance on CNK, whereas for customers characterized by high long-term orientations, training measures can backfire.Originality/valueThis study contributes to research on the antecedents of FLEs’ CNK by examining the currently overlooked influence of individual customer characteristics that are pertinent to the employee–customer interaction process. The study reveals customer characteristics as a new area of antecedents influencing FLEs’ accurate perceptions of customer needs.
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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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Snyder, Hannah, Lars Witell, Mattias Elg, and Janet R. McColl-Kennedy. "The influence of place on health-care customer creativity." European Journal of Marketing 53, no. 7 (July 8, 2019): 1400–1422. http://dx.doi.org/10.1108/ejm-10-2017-0723.

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Purpose When using a service, customers often develop their own solutions by integrating resources to solve problems and co-create value. Drawing on innovation and creativity literature, this paper aims to investigate the influence of place (the service setting and the customer setting) on customer creativity in a health-care context. Design/methodology/approach In a field study using customer diaries, 200 ideas from orthopedic surgery patients were collected and evaluated by an expert panel using the consensual assessment technique (CAT). Findings Results suggest that place influences customer creativity. In the customer setting, customers generate novel ideas that may improve their clinical health. In the service setting, customers generate ideas that may improve the user value of the service and enhance the customer experience. Customer creativity is influenced by the role the customer adopts in a specific place. In the customer setting customers were more likely to develop ideas involving active customer roles. Interestingly, while health-care customers provided ideas in both settings, contrary to expectation, ideas scored higher on user value in the service setting than in the customer setting. Research limitations/implications This study shows that customer creativity differs in terms of originality, user value and clinical value depending on the place (service setting or customer setting), albeit in one country in a standardized care process. Practical implications The present research puts customer creativity in relation to health-care practices building on an active patient role, suggesting that patients can contribute to the further development of health-care services. Originality/value As the first field study to test the influence of place on customer creativity, this research makes a novel contribution to the growing body of work in customer creativity, showing that different places are more/less favorable for different dimensions of creativity. It also relates customer creativity to health-care practices and highlights that patients are an untapped source of creativity with first-hand knowledge and insights, importantly demonstrating how customers can contribute to the further development of health-care services.
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Shofiah, Siti, I. Made Sukresna, and Sugiono Sugiono. "Study of Influence of Customer Relationship Management on Customer Satisfaction in CV Batik Semarang16." Jurnal Sains Pemasaran Indonesia (Indonesian Journal of Marketing Science) 16, no. 1 (June 1, 2017): 57. http://dx.doi.org/10.14710/jspi.v16i1.57-69.

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This study aimed to examine the influence of customer relationship management on customer satisfaction, with product innovation and customer value as mediating variables. The study conducted in Batik Semarang16.The samples were customers of Batik Semarang16, a total of 126 respondents. Structural Equation Modeling (SEM) run by AMOS software was used to analyze the data. The analysis showed that customer relationship management, product innovation and customer value had positive influence on customer satisfaction.The empirical findings indicated that customer relationship management positively influenced product innovation; customer relationship management positively influenced customer value; product innovation positively influenced customer satisfaction; and customer value influenced customer satisfaction.
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Ghufrony, Ahmad. "PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN PADA TOKO RETAIL BAHAN-BAHAN BANGUNAN DI KECAMATAN DUNGKEK." PERFORMANCE " Jurnal Bisnis & Akuntansi" 5, no. 2 (November 21, 2015): 14. http://dx.doi.org/10.24929/feb.v6i1.255.

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The purpose of this research is to examine and analyze the influence of service quality toward customer’s satisfaction, the influence of price level toward customer’s satisfaction; the influence of customer’s satisfaction toward customer’s loyality; and the influence of price level toward the customer’s loyality of store of building materials at Dungkek subdistrict. The approach of this research is explanatory research. Researcher used 100 respondents as the sample of this research, which applied purposive sampling as the technique of sample collection. Researcher also used Partial Least Square (PLS) to analyze the data.Based on the result of this research, there are some conclusions: (1) service quality significantly influences customer’s satisfaction; (2) price level significantly influences customer’s satisfaction; (3) customer’s satisfaction has significant influence toward customer’s loyality; (4) service quality significantly influences customer’s loyality; and (5) price level significantly influences customer’s loyality.One practical implication of this research is that in order to improve the business competitiveness, especially in store of building materials, continuous improvement of service quality is needed,which can be done by adapting the given service quality with expected result from customer. The better service quality which is given, the higher chance that customer will do the next transaction or that customer will be a potential customer who may give positive recommendation to other people. Price level factor also positively influences customer’s satisfaction and loyality because it is a necessity for retailers of bulding materials store to pay attention to price level issue in order to improve the customer’s satisfaction and loyality. Policies in determining price level will give a certain satisfaction level to customers. The determined price should be equal with what is given by retailers and must be competitive. Therefore, customer’s satisfaction and loyality will increase.Keywords: Service quality, price level, customer’s satisfaction, customer’s loyality.
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Koesharijadi, Koesharijadi. "Factors Affecting Loyalty Customer Services Banking Industry in East Java." International Journal of Business and Management 11, no. 6 (May 25, 2016): 168. http://dx.doi.org/10.5539/ijbm.v11n6p168.

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<pre>The purpose of this study was to determine the factors contained in the quality of services and how these factors influence the underlying between the formation of customer loyalty in the banking services industry.</pre><pre>This study is designed for internal and external customers banking is also seen as internal and external customer banking. Respondents of this research there are two types of internal respondents with a sample of 152 people and external respondents with a sample of 198 people, the number of total samples of 350 people in the banking industry in East Java. Data was collected through a questionnaire with statements that refer to Likert scale. Data analysis was performed using AMOS program.</pre>The results showed that the image of the organization significantly influence customer expectations and customer value, organizational image does not affect the customer's satisfaction. Internal service quality significantly influence employee satisfaction and employee satisfaction significantly influence the quality of external services. External service quality effect on customer value. Customer expectations significantly influence the external service quality and value for the customer but the customer expectations significant negative effect on customer satisfaction. Value customers significant effect on customer satisfaction and customer loyalty. Customer satisfaction significantly influence customer loyalty.
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Colm, Laura, Andrea Ordanini, and A. Parasuraman. "When Service Customers Do Not Consume in Isolation." Journal of Service Research 20, no. 3 (January 24, 2017): 223–39. http://dx.doi.org/10.1177/1094670517690025.

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In many service contexts, customers share the service setting with other customers. However, knowledge about the influences of fellow customers’ copresence remains largely fragmented. We address this deficiency by introducing the integrative concept of customer copresence influence modes (CCIMs) and investigate its potential consequences for service perceptions and evaluations. Following a grounded theory approach and drawing on in-depth, qualitative interviews with both managers and customers of a leading service company, we develop a typology of CCIMs, categorizing the various ways— interactions (reactive/proactive and social/instrumental), observations (information-seeking/comparative), and spillovers (spatial/behavioral)—in which fellow customers might influence the focal customer. Building on this typology, we propose a conceptual framework with a set of testable propositions about consequences of CCIMs for the focal customer’s service experience and the service provider’s image. The CCIM typology and propositional inventory, in addition to offering directions for further research, emphasize the need for service managers to pay special attention to customer copresence because (1) its influence on service experience is contingent on a variety of factors, including some within the managers’ control, and (2) customers might assign responsibility to the service provider for both desirable and detrimental effects of customer copresence.
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Mishra, Vishal, and Sridhar Vaithianathan. "Customer personality and relationship satisfaction." International Journal of Bank Marketing 33, no. 2 (April 7, 2015): 122–42. http://dx.doi.org/10.1108/ijbm-02-2014-0030.

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Purpose – The purpose of this paper is to examine the influence of customer personality and customer relationship proneness (CRP) on customer’s relationship satisfaction (CS) with the firm in emerging economies context. In the study, the authors state that the relationship proneness of the customer (CRP) would be influenced by personality trait of the customer. To examine the argument on personality trait, the authors have adopted Big Five personality trait theory in this study. The authors also argue that CRP would influence CS. Furthermore the authors put forth that customer’s perception of marketer’s relationship orientation (RMO) would mediate the relationship between CRP and CS. Design/methodology/approach – Data for the study were collected through structured questionnaire. A sample of 428 respondents was obtained through questionnaire survey (response rate 41.19 percent) and the hypotheses depicting the aforementioned relationships were empirically tested in the context of banking services in India. Structural equation modeling (SEM) technique was used for data analysis. Findings – The results confirm that personality traits influences CRP. Further, customer’s perception of RMO is found to have a mediating effect. Research limitations/implications – The study utilizes cross-sectional data, so the results of the study might vary depending upon the context (country/sector). Practical implications – The outcomes of the study can be utilized by the marketers, particularly in the emerging economies like India for formulating targeted strategies in accordance with the personality type of the customers. Originality/value – The relationship between CRP, personality traits and CS of the customer using Big Five personality theory has been empirically analysed in the context of an emerging economy.
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Afriani, Lita Ningrum, and Hendro Setyono. "PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN, DAN CITRA MEREK TERHADAP LOYALITAS NASABAH YANG DIMEDIASI OLEH KEPUASAN NASABAH (Studi pada Nasabah PT. BRI (Persero) Tbk. Yogyakarta)." Jurnal Fokus Manajemen Bisnis 7, no. 2 (February 13, 2020): 123. http://dx.doi.org/10.12928/fokus.v7i2.1741.

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For companies, loyal customers mean a lot besides illustrates the amount of profitability obtained by loyal consumers can also show the image or image of the company in the public eye. Loyal customers can become partners in developing new products, because they maintain and defend and even use the services of existing companies. According to Darsono (2004) a loyal customer becomes a valuable asset for the company. Loyal customers will reduce the effort to find new customers, giving positive feedback to the company. Companies must be able to satisfy old customers and create new customers, if you want to win the competition. PT. BRI (Persero) Tbk. Yogyakarta must be able to answer the existing competition challenges. The population in this study are customers of Bank Rakyat Indonesia Yogyakarta and have been customers for at least one year. While the sample in this study is a portion of the number of customers from BRI Bank Yogyakarta. The sampling technique uses accidental sampling and purposive sampling. While the data used in the study are primary data, that is data obtained directly from respondents by the researchers themselves through questionnaires. Analysis tools using multiple linear regression The results of the analysis can be concluded that: Product quality has a significant effect on customer satisfaction. Service quality has a significant effect on customer satisfaction. Brand image does not significantly influence customer satisfaction. Product quality, service quality and brand image together significantly influence customer satisfaction. Product quality does not significantly influence customer loyalty. Service quality has a significant effect on customer loyalty. Brand image does not significantly influence customer loyalty. Product quality, service quality and brand image together significantly influence customer loyalty. Customer satisfaction significantly influences customer loyalty. Customer satisfaction mediates the effect of product quality on customer loyalty. Customer satisfaction does not mediate the effect of service quality on customer loyalty. Customer satisfaction does not mediate the effect of brand image on loyalty the customer.
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Purwa, Ida Bagus Ngurah Satwika, and I. Gusti Agung Ketut Sri Ardani. "PERAN KEPERCAYAAN NASABAH DALAM MEMEDIASI PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH." E-Jurnal Manajemen Universitas Udayana 7, no. 1 (December 5, 2017): 192. http://dx.doi.org/10.24843/ejmunud.2018.v7.i01.p08.

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The purpose of this study is to determine the role of customer confidence in mediating the influence of service quality on customer satisfaction. This research was conducted at PT. Satwika Purwa Negara which is an independent marketing office of Prudential Indonesia. Number of customers served in PT. Satwika Purwa Negara reaches 8000 more customers. The number of samples taken is 100 people, using technique of non probability sampling with path as technique of data analysis. Based on the results of the analysis found that the quality of service significantly influence the belief customer at PT. Satwika Purwa Negara, the better the level of service quality, the higher the trust obtained by the customer. Customer confidence has a significant effect on customer satisfaction of PT. Satwika Purwa Negara, the higher the customer's trust, the more easily available customer satisfaction. Quality of service significantly influence customer satisfaction PT. Satwika Purwa Negara, the better the level of service provided then customer satisfaction can be created. Customer confidence is an intervening variable that connects service quality with customer satisfaction at PT. Satwika Purwa Negara. Keywords: service quality, customer trust, customer satisfaction.
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Dissertations / Theses on the topic "Customer Influence"

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Meilūnaitė, Vaišvilienė Alina. "Influence of advertising on customer in book market." Doctoral thesis, Lithuanian Academic Libraries Network (LABT), 2010. http://vddb.laba.lt/obj/LT-eLABa-0001:E.02~2010~D_20100527_135200-04112.

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Paper represents the research of influence of advertising and its results. The research was conducted in two stages: an experiment to evaluate influence of advertising, trademark, and other factors on the choice of books, and a research to interpret the obtained data – influence of advertising was interpreted in the context of respondents’ experience, system of influence of advertising in book market was established, factors differentiating influence of advertising were singled out. The research also analyses theories of advertising influence and estimates the relation between advertising and book business. Theories of the influence of advertising fall into four groups. From theories of market response that bring no transitional effects it is proceeded to theories of persuasion. The relation of advertising and individual experience, and advertising and information was looked into in the framework of publicity and experience. In the second part, book advertising theory was analysed, preceding scientific research and approach to advertising in scientific research of publishing sector were studied, and market research conducted in various countries were analysed to estimate the relation between advertising and book business. Theoretical part of the investigation addresses traits of book market that shape communication of advertising, and subjects of book advertising are estimated from the point of view of influence.
Disertacijoje nagrinėjama reklamos ir knygų verslo sąveika, nustatomi knygų reklamos poveikio vartotojui būdai, išskiriami poveikį diferencijuojantys faktoriai. Išnagrinėjus reklamos poveikio teorijas, nustatomi bendrieji reklamos poveikio principai. Reklamos poveikio teorijos suskirstytos į keturias teorijų grupes, – nuo rinkos atsako teorijų, kurios neturi pereinamųjų efektų, pereinama prie įtikinimo teorijų, kurių ribose ilgą laiką plėtotos racionalaus poveikio teorijos buvo peržiūrėtos emocinio poveikio aspektu. Populiarinimo ir patirties teorijų ribose apsvarstytas reklamos ir informacijos, reklamos ir individo patirties santykis. Siekiant įvertinti reklamos ir knygų verslo sąveiką, analizuota knygų reklamos teorija, nagrinėti mokslo darbai, tyrę knygų reklamos ir rinkodaros klausimus, rinkos tyrimai. Teoriniame tyrime svarstomi knygų rinkos bruožai, formuojantys reklamos komunikaciją, poveikio aspektu nagrinėjami knygų reklamos objektai. Reklamos poveikio tyrimas buvo vykdomas dviem etapais, – pirmajame etape atliktas eksperimentas, kurio metu buvo vertinama reklamos, prekės ženklo ir kitų faktorių įtaka knygų pasirinkimui; antrajame etape atliktas tyrimas gautiems duomenims paaiškinti – reklamos poveikis išnagrinėtas individo patirties kontekste, nustatyta reklamos poveikio sistema knygų rinkoje, išskirti reklamos poveikį diferencijuojantys veiksniai.
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Ahmad, Rizal. "Customer retention management : influence of context on practice." Thesis, University of Manchester, 1999. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.493955.

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This thesis reports a study that investigated customer retention practices in four business contexts: a bank; a sales company; a chemical processing company; atid an airport. The main objective of the study is to understand the 'contextualised' phenomena associated with customer retention management and in particular the influences of contextual factors on the firms' customer retention practices, in addition, the study examined the applicability of current theory to the four firms.
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Gouws, Nadia. "Identifying factors that influence customer retention in a South African retail bank." Thesis, North-West University, 2012. http://hdl.handle.net/10394/9032.

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Customer retention plays a pivotal role in contributing to the profitability of retail banks. Within this extremely competitive market it necessitates retails banks to follow a structured, data-driven approach to identify “at risk” customers and to launch proactive retention campaigns based on identified drivers of customer attrition. The following main drivers of customer attrition were identified in the retail bank:  Attrition decrease as Vertical Sales Index increase.  Attrition is lower where customers receive their salary in a BANKXX account.  Attrition decreases as duration increases.  Black and Coloured have a higher attrition rate than White and Asian. A literature review was conducted to identify the possible independent variables of customer retention and the concept of the profitable customer was addressed throughout proposed conceptual model was developed, signifying the best fit to identify drivers of customer retention in the retail bank. The analytical tool, SAS was used for data collection and statistical analyses of the data. This high-performance analytics assisted in providing the retail bank with valuable insight into how to successfully manage risk, retain profitable customers, improve operational efficiency and differentiate them in the marketplace for competitive advantage.
Thesis (MBA)--North-West University, Potchefstroom Campus, 2013.
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Madubanya, Peter Petrus Malesela. "The influence of customer relationship management on customer loyalty at a South African life insurance company." Thesis, Cape Peninsula University of Technology, 2015. http://hdl.handle.net/20.500.11838/2043.

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Thesis (MTech (Business Administration))--Cape Peninsula University of Technology.
This thesis is prompted by the discussions around Customer Relationship Management (CRM) in the financial industry and life insurance companies in particular. The study seeks to gain better understanding of the influence that CRM has on Customer Loyalty in a selected South African life insurance company. While CRM has been approached by academics and practitioners from different perspectives, literature seems to be viewed as inconsistent and fragmented on this concept. The concept of CRM is a new approach by management in South Africa and it is due to this fact that there are not sufficient studies on it. The purpose of this thesis is to investigate the influence of Customer Relationship Management on customer loyalty in Metropolitan. To achieve this purpose, a questionnaire was distributed amongst selected Metropolitan customer service offices nationally and a selected number of customers were approached to participate in the study. The findings show that Customer Relationship Management has an influence on customer loyalty and that Metropolitan does employ the principles of Customer Relationship Management.
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Silva, Eduina Da. "The influence of URLs on customer perception and reaction." Thesis, University of Macau, 2005. http://umaclib3.umac.mo/record=b1636667.

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Ha, Sejin. "How customer loyalty programs can influence relational marketing outcomes using customer-retailer identification to build relationships /." Columbus, Ohio : Ohio State University, 2007. http://rave.ohiolink.edu/etdc/view?acc%5Fnum=osu1190142786.

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Lyttle, Brooke Ellen. "The Influence of Customer Relationship Management to Customer Satisfaction and Retention in Propery and Casualty Insurance." Cleveland State University / OhioLINK, 2008. http://rave.ohiolink.edu/etdc/view?acc_num=csu1210797828.

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Weishaupt, Matthias. "Influence of customer brand image on the employer brand image." St. Gallen, 2008. http://www.biblio.unisg.ch/org/biblio/edoc.nsf/wwwDisplayIdentifier/02606820002/$FILE/02606820002.pdf.

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Martins, Diana Tavares Grazina. "Factors that influence the success of customer relationship management adoption." Master's thesis, Instituto Superior de Economia e Gestão, 2013. http://hdl.handle.net/10400.5/5898.

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Mestrado em Ciências Empresariais
The global market is constantly evolving which means companies need to continuously innovate their businesses and understand new ways to keep in touch with their customers. One way to do it is by resorting to Information Technologies (IT) such as Customer Relationship Management (CRM). This kind of information system allows companies to gather data from their customers and transform it into information they can use to better achieve any expectations their clients may have while engaging in closer relationships with them. However, not all companies can successfully adopt or implement a CRM system, and because of that, they may lose their investments or worse, their customers. The purpose of this research is to find an answer to the question – What factors can help companies adopt a successful CRM system? To answer it, it is necessary to understand what aspects marketing and information systems (IS) professionals think as essential to successfully adopt the system. To accomplish this, we build two instruments based on a previous work (Pedron, 2009) in which a set of fundamental objectives (23) and a set of means objectives (49) were identified as influencing factors of a successful CRM system adoption. Using a sample of about 200 professionals we applied Churchill’s (1979) recommendations regarding the item’s purification. All data gathered was analysed through exploratory factor analysis and, consequently, an output resulted with all the factors perceived as important by the professionals that can indeed help with the adoption of a CRM system. Although there are several studies about CRM adoption they are mainly exploratory. Indeed, no measures of CRM adoption success have been previously proposed. This study tries to fulfil this gap in the literature by proposing and validating two instruments for assessing the CRM adoption success.
O mercado mundial está em constante evolução, o que significa que as empresas necessitam de continuamente inovar os seus negócios e passar a entender novas formas para se manter em contato com os seus clientes. Uma forma de o fazer é através do recurso às Tecnologias de Informação (TI), como é o caso do Customer Relationship Management (CRM). Este tipo de sistema de informação permite que as empresas recolham dados dos seus clientes e transformem-nos em informação que poderão usar para conseguir atingir da melhor forma as suas expectativas, ao mesmo tempo que se tentam relacionar de forma mais estreita com estes. No entanto, nem todas as empresas conseguem adotar ou implementar um sistema de CRM com sucesso, e por isso, arriscam-se a perder investimentos ou pior, clientes. O objetivo deste trabalho é o de encontrar uma resposta para a pergunta - Quais os fatores que podem ajudar as empresas a adotar um sistema de CRM de sucesso? Para responder a essa questão, é necessário entender quais os aspetos que tanto profissionais de marketing como de sistemas de informação (SI) têm como essencial para adotar com sucesso o sistema. Para tal, vamos construir dois instrumentos com base num trabalho anterior (Pedron, 2009), no qual um conjunto de fundamental objectives (23) e um conjunto de mean objectives (49) foram identificados como fatores influenciadores para uma correta adoção do sistema CRM. Através de uma amostra de cerca de 200 profissionais utilizámos as recomendações de Churchill (1979) sobre a purificação de itens. Todos os dados recolhidos foram analisados por meio da análise fatorial exploratória, do qual resultou um output composto por todos os fatores percebidos como importantes pelos profissionais que podem realmente ajudar na adoção de um sistema de CRM. Embora haja vários estudos sobre a adoção de CRM estes são principalmente exploratórios. Ainda nenhuma forma de medição de sucesso da adoção do CRM foi até então proposta. Este estudo tenta preencher essa lacuna na literatura, propondo e validando dois instrumentos para avaliar o sucesso da adoção do CRM.
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Halleros, Solya, and Mikael Nordqvist. "The strength of digital narratives : Expolring value creation and customer influence." Thesis, Umeå universitet, Institutionen för informatik, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-147924.

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Social media has become one of the main platforms for telling stories, not only for individualsbut also for corporations of all sizes. The published content on these platforms can be assimple as a picture or lines of text as long as they captures the attentions of other users theywill qualify as a digital story or narrative. This opens up for effortless interaction betweencustomers and corporation, but also for value creation alongside the two parties. Otherresearchers has contributed with different takes of how this value creation can be conductedand defined. Our contribution aims to closer examine how consumer interaction and valuecreation can strengthen digital narratives. We will not aim to standardise how a digital storyshould be told, but provide guidelines for designing narratives that include the public as astory contributor by seeing if there is a correlation between the choice of social mediaplatforms used and the type of stories the organizations narrate.
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Books on the topic "Customer Influence"

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The 7 universal laws of customer value: How to win customers & influence markets. [Burr Ridge, IL: Irwin Professional Pub.], 1996.

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Krüger, Franziska. The Influence of Culture and Personality on Customer Satisfaction. Wiesbaden: Springer Fachmedien Wiesbaden, 2016. http://dx.doi.org/10.1007/978-3-658-12557-8.

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Wally, Wood, ed. The relationship edge: The key to strategic influence and selling success. 3rd ed. Hoboken, N.J: Wiley, 2011.

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David, Nicholls. Red alder kitchen cabinets: How does application of commercial stains influence customer choice. Portland, OR: U.S. Dept. of Agriculture, Forest Service, Pacific Northwest Research Station, 2006.

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Wally, Wood, ed. The relationship edge in business: The key to strategic influence and selling succes. 2nd ed. New Jersey: Wiley, 2007.

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Acuff, Jerry. The relationship edge in business: The key to strategic influence and selling succes. 2nd ed. New Jersey: Wiley, 2007.

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Sharma, Dheeraj. Examining the influence of service quality on customer satisfaction and patronage intentions in convenience store industry. Ahmedabad: Indian Institute of Management, 2014.

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Shane, Gibson, ed. Guerrilla social media marketing: 100+ weapons to grow your online influence, attract cusotmers. Irvine, Calif: Jere L. Calmes, 2010.

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Likeonomics: How to establish influence, create passionate customers, and become the most trusted expert in your field. Hoboken, N.J: John Wiley & Sons, 2012.

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1907-, Thorne Samuel Edmund, and Woodbine George E. 1876-1953, eds. On the laws and customs of England. Buffalo, N.Y: W.S. Hein, 1997.

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Book chapters on the topic "Customer Influence"

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Adeola, Ogechi, Isaiah Adisa, and Abolaji Adewale Obileye. "Cultural Influence on Customer Service Delivery." In Customer Service Management in Africa, 217–26. New York : Routledge, 2020.: Productivity Press, 2020. http://dx.doi.org/10.4324/9780429031342-21.

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Camelis, C., F. Dano, V. Hamon, and S. Llosa. "How Other Customers Influence Customer Satisfaction During the Service Delivery." In The Customer is NOT Always Right? Marketing Orientationsin a Dynamic Business World, 377–80. Cham: Springer International Publishing, 2017. http://dx.doi.org/10.1007/978-3-319-50008-9_103.

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Liu, Richie L., David E. Sprott, Eric R. Spangenberg, and Sandor Czellar. "Engaging with Brands: The Influence of Dispositional and Situational Brand Engagement on Customer Advocacy." In Customer Engagement Marketing, 269–92. Cham: Springer International Publishing, 2017. http://dx.doi.org/10.1007/978-3-319-61985-9_12.

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Doligalski, Tymoteusz. "Influence of the Internet on Value to Customer." In Internet-Based Customer Value Management, 25–80. Cham: Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-09855-5_2.

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Wojewnik, Piotr, Bogumil Kaminski, Mateusz Zawisza, and Marek Antosiewicz. "Social-Network Influence on Telecommunication Customer Attrition." In Agent and Multi-Agent Systems: Technologies and Applications, 64–73. Berlin, Heidelberg: Springer Berlin Heidelberg, 2011. http://dx.doi.org/10.1007/978-3-642-22000-5_8.

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Taylor, Charles R. "Seven Simple Rules to Better Customer Service." In The Dominant Influence of Marketing in the 21st Century, 48–65. London: Palgrave Macmillan UK, 2013. http://dx.doi.org/10.1057/9781137322630_4.

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McIntyre, Roger P., and Martin S. Meloche. "The Influence of Cognitive Style on Customer Orientation." In Proceedings of the 1993 Academy of Marketing Science (AMS) Annual Conference, 287. Cham: Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-13159-7_62.

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Schuh, Günther, Christian Fabry, and Philipp Jussen. "The Influence of the Customer in Service Production." In Progress in Pattern Recognition, Image Analysis, Computer Vision, and Applications, 548–55. Cham: Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-662-44736-9_66.

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Hahn, Sarah Myriam Lydia. "Influence of Digital Transformation on the Customer Relationship." In Computational Statistics and Mathematical Modeling Methods in Intelligent Systems, 197–207. Cham: Springer International Publishing, 2019. http://dx.doi.org/10.1007/978-3-030-31362-3_20.

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Krüger, Franziska. "The Satisfied Customer in International Business – An Introduction." In The Influence of Culture and Personality on Customer Satisfaction, 1–5. Wiesbaden: Springer Fachmedien Wiesbaden, 2016. http://dx.doi.org/10.1007/978-3-658-12557-8_1.

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Conference papers on the topic "Customer Influence"

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Xue, Jing, and Wei Xue. "The influence of electronic customer to customer interaction on customer loyalty." In 2015 3rd International Conference on Education, Management, Arts, Economics and Social Science. Paris, France: Atlantis Press, 2016. http://dx.doi.org/10.2991/icemaess-15.2016.111.

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"The Influence of Customer-to-Employee Interaction on Customer Behavior Intention." In 2020 International Conference on Social and Human Sciences. Scholar Publishing Group, 2020. http://dx.doi.org/10.38007/proceedings.0000033.

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Radavi�ien�, Indr�, and Ignas Dzemyda. "The Influence Of Customer Perceived Ethicality On Customer Loyalty And Trust." In The 8th International Scientific Conference "Business and Management 2014". Vilnius, Lithuania: Vilnius Gediminas Technical University Publishing House Technika, 2014. http://dx.doi.org/10.3846/bm.2014.020.

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Zhao, Zhojun, and Jairo Gutierrez. "Customer Service Factors Influencing Internet Shopping in New Zealand." In InSITE 2004: Informing Science + IT Education Conference. Informing Science Institute, 2004. http://dx.doi.org/10.28945/2837.

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Recent e-commerce failures caused by poor e-customer service have motivated many researchers to explore the factors that influence e-customer service quality, which leads to business-to-consumer (B2C) e-commerce success. The research reported in this paper explored the perceptions of a group of New Zealand e-customers and e-users about e-customer service and the influence of their perceptions on their attitudes towards Internet shopping. The study findings strongly indicate e-customers are only moderately satisfied with current e-customer service. Conversely, New Zealand e-users (i.e.: not yet “customers”) are discouraged from using the Internet for shopping due to issues such as credit card security, resistance to change, lack of physicality, hard-to-trust online vendors, and the perceived insecurity of payment systems. The study found that the motivators to Internet shopping are: goods returns and refunds policy, privacy protection, timely online service, ease of use, help and support facilities. Based on these findings, some recommendations on e-customer service for Internet shopping are presented.
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Zhang, Hui, Hongshen Liu, Chuang Yang, and Yongping Chen. "Research on the Influence of Perceiving Other Customer Support on Customer Citizenship Behavior." In 2017 7th International Conference on Education and Management (ICEM 2017). Paris, France: Atlantis Press, 2018. http://dx.doi.org/10.2991/icem-17.2018.154.

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Riyadi, Agus, and Sarah Rangkuti. "The Influence of Marketing Mix and Customer Purchasing Decision Process on Customer Satisfaction." In Asia Tourism Forum 2016 - the 12th Biennial Conference of Hospitality and Tourism Industry in Asia. Paris, France: Atlantis Press, 2016. http://dx.doi.org/10.2991/atf-16.2016.82.

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Theron, Edwin. "THE INFLUENCE OF RELATIONSHIP SHOCKS ON CUSTOMER COMMITMENT." In 33rd International Academic Conference, Vienna. International Institute of Social and Economic Sciences, 2017. http://dx.doi.org/10.20472/iac.2017.33.068.

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Sitnikov, Ina, and Julia Novacescu. "FACTORS THAT INFLUENCE CUSTOMER SATISFACTION IN AUTOMOBILE AREA." In 7th SWS International Scientific Conference on SOCIAL SCIENCES - ISCSS 2020 Proceedings. STEF92 Technology, 2020. http://dx.doi.org/10.5593/sws.iscss.2020.7.1/s04.27.

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Trenggana, Arlin Ferlina Mochamad, and Leni Cahyani. "The Influence of Relationship Marketing and Customer Retention." In Proceedings of the 1st International Conference on Economics, Business, Entrepreneurship, and Finance (ICEBEF 2018). Paris, France: Atlantis Press, 2019. http://dx.doi.org/10.2991/icebef-18.2019.141.

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Li, Xiaoyan. "Influence of Customer Verbal Aggression on Turnover Intention." In 2015 International Conference on Social Science, Education Management and Sports Education. Paris, France: Atlantis Press, 2015. http://dx.doi.org/10.2991/ssemse-15.2015.489.

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Reports on the topic "Customer Influence"

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Nicholls, David, and Joseph Roos. Red alder kitchen cabinets—How does application of commercial stains influence customer choice? Portland, OR: U.S. Department of Agriculture, Forest Service, Pacific Northwest Research Station, 2007. http://dx.doi.org/10.2737/pnw-rn-556.

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Schrub, Maximilien, Anne Perwuelz, Sébastien Thomassey, and Isabelle Robert. Integration of Customer Profiles In LCAs. A Study of Their Influence on Pull-over Lifespan. University of Limerick, 2021. http://dx.doi.org/10.31880/10344/10200.

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Carter, Becky. Gender Inequalities in the Eastern Neighbourhood Region. Institute of Development Studies (IDS), March 2021. http://dx.doi.org/10.19088/k4d.2021.062.

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This rapid review examines evidence on the structural causes and drivers of gender inequalities in the Eastern Neighbourhood region and how these gender inequalities contribute to instability in the region. While the Eastern Neighbourhood region performs relatively well on gender equality compared with the rest of the world, women and girls continue to face systemic political and economic marginalisation and are vulnerable to gender-based violence. Research on Armenia, Azerbaijan, Georgia, and Moldova identifies the key underlying cause to be a set of traditional patriarchal gender norms, intersecting with conservative religious identities and harmful customary practices. These norms do not operate in isolation: the literature highlights that gender inequalities are caused by the interplay of multiple factors (with women’s unequal economic resources having a critical effect), while overlapping disadvantages affect lived experiences of inequalities. Other key factors are the region’s protracted conflicts; legal reform gaps and implementation challenges; socio-economic factors (including the impact of COVID-19); and governance trends (systemic corruption, growing conservatism, and negative narratives influenced by regional geopolitics). Together these limit women and girls’ empowerment; men and boys are also affected negatively in different ways, while LGBT+ people have become a particular target for societal discrimination in the region. Global evidence – showing that more gender unequal societies correlate with increased instability – provides a frame of reference for the region’s persistent gender inequalities.
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Niles, John, and J. M. Pogodzinski. TOD and Park-and-Ride: Which is Appropriate Where? Mineta Transportation Institute, January 2021. http://dx.doi.org/10.31979/mti.2021.1820.

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Despite the sharp drop in transit ridership throughout the USA that began in March 2020, two different uses of land near transit stations continue to be implemented in the United States to promote ridership. Since 2010, transit agencies have given priority to multi-family residential construction referred to as transit oriented development (TOD), with an emphasis on housing affordability. In second place for urban planners but popular with suburban commuters is free or inexpensive parking near rail or bus transit centers, known as park-and-ride (PnR). Sometimes, TOD and PnR are combined in the same development. Public policy seeks to gain high community value from both of these land uses, and there is public interest in understanding the circumstances and locations where one of these two uses should be emphasized over the other. Multiple justifications for each are offered in the professional literature and reviewed in this report. Fundamental to the strategic decision making necessary to allocate public resources toward one use or the other is a determination of the degree to which each approach generates transit ridership. In the research reported here, econometric analysis of GIS data for transit stops, PnR locations, and residential density was employed to measure their influence on transit boardings for samples of transit stops at the main transit agencies in Seattle, Los Angeles, and San José. Results from all three cities indicate that adding 100 parking spaces close to a transit stop has a larger marginal impact than adding 100 housing units. Previous academic research estimating the higher ridership generation per floor area of PnR compared to multi-family TOD housing makes this show of strength for parking an expected finding. At the same time, this report reviews several common public policy justifications for TOD as a preferred land development emphasis near transit stations, such as revenue generation for the transit agency and providing a location for below-market affordable housing where occupants do not need to have a car. If increasing ridership is important for a transit agency, then parking for customers who want to drive to a station is an important option. There may also be additional benefits for park-and-ride in responding to the ongoing pandemic.
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Payment Systems Report - June of 2020. Banco de la República de Colombia, February 2021. http://dx.doi.org/10.32468/rept-sist-pag.eng.2020.

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With its annual Payment Systems Report, Banco de la República offers a complete overview of the infrastructure of Colombia’s financial market. Each edition of the report has four objectives: 1) to publicize a consolidated account of how the figures for payment infrastructures have evolved with respect to both financial assets and goods and services; 2) to summarize the issues that are being debated internationally and are of interest to the industry that provides payment clearing and settlement services; 3) to offer the public an explanation of the ideas and concepts behind retail-value payment processes and the trends in retail payments within the circuit of individuals and companies; and 4) to familiarize the public, the industry, and all other financial authorities with the methodological progress that has been achieved through applied research to analyze the stability of payment systems. This edition introduces changes that have been made in the structure of the report, which are intended to make it easier and more enjoyable to read. The initial sections in this edition, which is the eleventh, contain an analysis of the statistics on the evolution and performance of financial market infrastructures. These are understood as multilateral systems wherein the participating entities clear, settle and register payments, securities, derivatives and other financial assets. The large-value payment system (CUD) saw less momentum in 2019 than it did the year before, mainly because of a decline in the amount of secondary market operations for government bonds, both in cash and sell/buy-backs, which was offset by an increase in operations with collective investment funds (CIFs) and Banco de la República’s operations to increase the money supply (repos). Consequently, the Central Securities Depository (DCV) registered less activity, due to fewer negotiations on the secondary market for public debt. This trend was also observed in the private debt market, as evidenced by the decline in the average amounts cleared and settled through the Central Securities Depository of Colombia (Deceval) and in the value of operations with financial derivatives cleared and settled through the Central Counterparty of Colombia (CRCC). Section three offers a comprehensive look at the market for retail-value payments; that is, transactions made by individuals and companies. During 2019, electronic transfers increased, and payments made with debit and credit cards continued to trend upward. In contrast, payments by check continued to decline, although the average daily value was almost four times the value of debit and credit card purchases. The same section contains the results of the fourth survey on how the use of retail-value payment instruments (for usual payments) is perceived. Conducted at the end of 2019, the main purpose of the survey was to identify the availability of these payment instruments, the public’s preferences for them, and their acceptance by merchants. It is worth noting that cash continues to be the instrument most used by the population for usual monthly payments (88.1% with respect to the number of payments and 87.4% in value). However, its use in terms of value has declined, having registered 89.6% in the 2017 survey. In turn, the level of acceptance by merchants of payment instruments other than cash is 14.1% for debit cards, 13.4% for credit cards, 8.2% for electronic transfers of funds and 1.8% for checks. The main reason for the use of cash is the absence of point-of-sale terminals at commercial establishments. Considering that the retail-payment market worldwide is influenced by constant innovation in payment services, by the modernization of clearing and settlement systems, and by the efforts of regulators to redefine the payment industry for the future, these trends are addressed in the fourth section of the report. There is an account of how innovations in technology-based financial payment services have developed, and it shows that while this topic is not new, it has evolved, particularly in terms of origin and vocation. One of the boxes that accompanies the fourth section deals with certain payment aspects of open banking and international experience in that regard, which has given the customers of a financial entity sovereignty over their data, allowing them, under transparent and secure conditions, to authorize a third party, other than their financial entity, to request information on their accounts with financial entities, thus enabling the third party to offer various financial services or initiate payments. Innovation also has sparked interest among international organizations, central banks, and research groups concerning the creation of digital currencies. Accordingly, the last box deals with the recent international debate on issuance of central bank digital currencies. In terms of the methodological progress that has been made, it is important to underscore the work that has been done on the role of central counterparties (CCPs) in mitigating liquidity and counterparty risk. The fifth section of the report offers an explanation of a document in which the work of CCPs in financial markets is analyzed and corroborated through an exercise that was built around the Central Counterparty of Colombia (CRCC) in the Colombian market for non-delivery peso-dollar forward exchange transactions, using the methodology of network topology. The results provide empirical support for the different theoretical models developed to study the effect of CCPs on financial markets. Finally, the results of research using artificial intelligence with information from the large-value payment system are presented. Based on the payments made among financial institutions in the large-value payment system, a methodology is used to compare different payment networks, as well as to determine which ones can be considered abnormal. The methodology shows signs that indicate when a network moves away from its historical trend, so it can be studied and monitored. A methodology similar to the one applied to classify images is used to make this comparison, the idea being to extract the main characteristics of the networks and use them as a parameter for comparison. Juan José Echavarría Governor
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