Relevant bibliographies by topics / Customer relations

Academic literature on the topic 'Customer relations'

Author: Grafiati
Published: 4 June 2021
Last updated: 3 March 2023

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Contents

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

Journal articles on the topic "Customer relations":

1

Mahanani, Prima Ayu Rizqi. "Customer Relations Management sebagai Salah Satu Upaya Public Relations Perusahaan Jasa Perbankan Menciptakan Good Image." Jurnal ASPIKOM 1, no. 6 (January 25, 2017): 551. http://dx.doi.org/10.24329/aspikom.v1i6.58.

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This article deals with marketing trends in the 21st century is shifting from a transactional approach to the relational approach with focus on the fulfillment of needs, satisfaction, and pleasure affect business banking customers are very dependent on the customer. Map business services banking services fickle demands creativity public relations in providing the best service to its customers get a good image. Service concept using the service paradigm leading to cultivate the power of the customer based on the customer satisfaction-oriented, widely used by business banking services at this time. Paradigms that focus on how to provide services to the customer so that the customer was satisfied, beyond what can be given to something that is important and not to be underestimated. Skills to understand and fulfill customer expectations should be every company’s business philosophy of banking services and customer relationship management is a strategy
2

Kita, Jaroslav, Marta Grossmanová, and Pavol Kita. "The Chosen Dimensions of Governance of Production Enterprises in the Customer-Supplier Relations." Studia commercialia Bratislavensia 4, no. 16 (January 1, 2011): 552–59. http://dx.doi.org/10.2478/v10151-011-0011-2.

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The Chosen Dimensions of Governance of Production Enterprises in the Customer-Supplier Relations Good governance of customer-supplier relations is a precondition of a balanced and permanent development of production enterprises. The aim of the article is to characterize the chosen dimensions, namely the trust and engagement of the customer. It consists of two parts. The first part contains the characteristics of approaches to the issue of governance. The second part identifies a specific way of governance of customers in relation to suppliers.
3

Thompson, Kathy T. "Customer Relations Enhance Community Relations." Kappa Delta Pi Record 24, no. 4 (July 1988): 110–13. http://dx.doi.org/10.1080/00228958.1988.10517858.

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Pulih Asih, Akas Yekti, Budhi Setianto, Agus Aan Adriansyah, Difran Nobel Bistara, and Nikmatus Sa'adah. "Efforts to increase interest in using company guaranteed patients by approaching customer relations management." Bali Medical Journal 11, no. 2 (July 31, 2022): 660–64. http://dx.doi.org/10.15562/bmj.v11i2.3136.

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Introduction: Customer relationship management (CRM) is a strategy hospitals can use to realize patient-centered care. The study was based on the low interest in inpatient visits by company guarantees, where only 11.4% of employees used inpatient facilities at Ciputra Mitra Hospital (CMH). This study aimed to develop an effort to increase inpatient visits by company guarantees at CMH Banjarmasin. Methods: This study was conducted on 95 respondents from company customers. Of the 95 customers, they are divided into actual customers, namely those who have used inpatient services, as many as 58 people and potential customers who have not utilized as many as 37 people. The data is processed by classifying some between actual and potential customers and processed descriptively from several variables, including Satisfaction, Interact and Loyalty. Results: This study informs that the low interest in visiting is strongly influenced by customer knowledge regarding the company's cooperation with hospitals and services following customer needs. The actual customer differentiation is mostly just first-timers and repeat customers, while the rest are prospects who have not taken advantage of the services at CMH. The interaction of the hospital with partner company customers at CMH influences satisfaction with a significance of <0.001, while the resulting patient satisfaction influences loyalty with a significance of <0.001, thereby increasing customer loyalty. Conclusion: Based on this study, most customers were prospective customers who had never used inpatient services. The service experience felt by customers is the same as other customers, while customer loyalty to CMH is higher than customer loyalty to other hospitals.
5

Andayani, Nur Rahmah, and Fedila Machbo Zania. "THE EFFECT OF PUBLIC RELATION AND CUSTOMER VALUE MARKETING ON CUSTOMER LOYALTY IN STARBUCKS COFFEE BATAM CITY." JOURNAL OF APPLIED BUSINESS ADMINISTRATION 5, no. 2 (September 28, 2021): 163–71. http://dx.doi.org/10.30871/jaba.v5i2.2647.

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This research aims to determine the effect of marketing public relations and customer value on customer loyalty at Starbucks Coffee Batam City. The research variables are marketing public relation (X1), customer value (X2). The research approach uses quantitative approaches and uses descriptive statistical analysis with data processing using multiple linear regression tests with SPSS tools. The population and research sample amounted to 100 respondents. Data collection for this study uses questionnaires with a Likert Scale. The conclusion of the research are positive and significant on customer loyalty in Starbucks Coffee Batam City. Hence, maintaining customer loyalty so that customers are willing to return repeating purchases of the same product and make customers choose Starbucks Coffee products as the first choice.
6

Muhammad, Lakhi, and Gul-e.-Rana Gul-e-Rana. "Do service firm employee and customer relations matter for customer forgiveness in service recovery?" Asia Pacific Journal of Marketing and Logistics 31, no. 4 (September 9, 2019): 1216–32. http://dx.doi.org/10.1108/apjml-09-2018-0355.

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PurposeCustomer forgiveness is gaining importance in service recovery. This study debates that service firm employees and the customers’ relations are supportive resources for the customer while deciding for forgiveness. Accordingly, the purpose of this paper is to test the effects of structural, relational and cognitive social capital on customer forgiveness and thereof the effects of customer forgiveness on negative word of mouth and repatronage intentions.Design/methodology/approachPartial least squares–structural equation modeling was employed to test the hypothesized relations on usable data from 428 banking customers who registered their complaint recently.FindingsResults show that structural, relational and cognitive social capital explained a unique variance in customer forgiveness with significant positive influence, whereas customer forgiveness has a significant positive effect on repatronage intentions and a significant negative influence on negative word of mouth.Originality/valueCustomer forgiveness is a convincing idea in service recovery. This study proposed and empirically verified that social capital in relations of service firm employee and customer relations is important for customer forgiveness to minimize negative word of mouth and enhance repatronage intentions.
7

Natalia, Natalia, Cooky Tri Adhikara, and Shirley Agusthina. "Analisis Implementasi Customer Relationship Management dan Marketing Public Relations terhadap Nilai Pelanggan dan Dampaknya terhadap Loyalitas Pelanggan: Studi Kasus Grand Tropic Suites’ Hotel." Binus Business Review 3, no. 1 (May 31, 2012): 513. http://dx.doi.org/10.21512/bbr.v3i1.1339.

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The impact of the globalization resulted in the business world being colored by the increase of high competition. Because of that the perpetrators of the business must continue to maintain the continuity of his business and to try to look for the opportunity by making use of the superiority that was owned. One of the methods that could be followed was constructive the customer's loyalty by maintaining the available customer so as they were loyal and did not move to the other competitor. Therefore, it is important for the company to create the value of the superior for the customers. The case study was about Customer Relationship Management program (CRM) and Marketing Public Relations (MPR) that was carried out by Grand Tropic Suites’ Hotel to create the value of the superior of the customers where being expected with this superior value to be able to affect the customer to loyal to the Hotel. The aim of this research was to analyze the implementation of Customer Relationship Management programs (CRM) and Marketing Public Relations (MPR) towards the Perceived Value and it impact towards Customer Loyalty.
8

Khalid Hamed Aljabri, Khalid Hamed Aljabri. "Methods of Using Twitter in Marketing the Activities of Public Relations Departments in the Saudi Airline Market: أساليب استخدام تويتر في الأنشطة التسويقية لإدارات العلاقات العامة بسوق الطيران السعودي." مجلة العلوم الإنسانية و الإجتماعية 6, no. 1 (January 28, 2022): 26–43. http://dx.doi.org/10.26389/ajsrp.d130921.

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The study aimed to identify the most important marketing activities of public relations departments in the Saudi aviation market, and to identify the methods of using Twitter in the marketing activities of public relations departments in the Saudi aviation market. It also aimed to reveal its strengths and weaknesses, and to monitor the content of marketing tweets published by public relations departments in the Saudi aviation market via Twitter. The study sample consists of the twitter accounts of the General Authority of Civil Aviation, Saudi Arabian Airlines, and Flynas. The study concluded that the most important marketing activities of the public relations departments in Saudi Airlines and flynas were to respond to the customer in private, and then allocate a number for the customer to follow up with him. The study concluded by extracting the most prominent methods of using Twitter in the marketing activities of public relations departments in the Saudi aviation market, where these methods consisted of communicating with the customer with the reservation number for his service, then responding to the customer in private, and then welcoming the customer. The study also showed that the most important strengths in the marketing activities of public relations departments in the Saudi aviation market are the immediate response to the customer's inquiry, and then allocating a number to follow up the customer's complaint. On the other hand, the most important weaknesses in the marketing activities of the public relations departments in the Saudi aviation market are that communication takes place only via the ticket number or the reservation reference number, and then the weakness of scheduling new flights. The study showed that the most prominent contents of the marketing tweets published by the public relations departments in the Saudi aviation market consisted of re-tweets and admiration, and then directing customers to their inquiries.
9

Wuytens, Chris, and Sarah De Groof. "Regulating worker-customer relations to improve workers’ wellbeing." European Labour Law Journal 10, no. 2 (April 28, 2019): 154–62. http://dx.doi.org/10.1177/2031952519846637.

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Recent developments in the gig economy triggered labour law. Platforms change the relationship between customers and workers causing over-subordination of workers. The over-subordination is caused by customers and the surveys they complete to evaluate the worker. The influence of customers over workers can also be seen in a more traditional setting. However, customers are not always king. It is suggested in this article that surveys can be used as an instrument to build decent labour relationships. Installing the measurement of needs measures the impact of customers on workers. By installing a continuous measure of the needs, we have at our disposal an instrument to fulfil labour law’s wellbeing function. Labour legislation could oblige employers to integrate need satisfaction into their customer surveys and their workers surveys. By doing so, technology allows us to make sure that platform work or any kind of work where workers meet high customer demands, become ‘Innovative forms of work that ensure quality working conditions’, as requested by the European Social Pillar.
10

Lubis, Denada. "PENGARUH KUALITAS PROGRAM CUSTOMER RELATIONS TERHADAP TINGKAT KEPERCAYAAN PELANGGAN." Jurnal Visi Komunikasi 18, no. 1 (August 14, 2019): 19. http://dx.doi.org/10.22441/visikom.v18i1.6514.

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Kuningan City Mall is one of the property industry fields, namely a shopping mall that was established in 2012 in South Jakarta. Along with the development of the retail service industry, Kuningan City Mall is well aware of the importance of quality customer relations programs to increase customer trust which leads to satisfaction and profitability. In realizing customer trust requires a good or positive experience from a company. This experience can be realized through good communication in customer relations program activities, in this case Kuningan City Mall develops a "K-Passport" program to improve the quality of the customer relations program and enhance a sense of trust in the eyes of its customers. Quantitative research with explanative type was chosen because researchers wanted to measure the influence of the quality of the customer relations program on the level of customer trust. While the method used is survey method. Samples were taken according to the number of 100 respondents. The Quality of Program Customer Relationship variable regression coefficient (XI) is 0.896, meaning that if the other independent variables are fixed, then the Customer Trust Level (Y) will increase by 0.896. The quality of the Customer Relations Program is able to explain the influence of 87.4% on the dependent variable (Level of Customer Trust).
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You might also be interested in the extended bibliographies on the topic 'Customer relations' for particular source types:
Journal articles Dissertations / Theses Books

Dissertations / Theses on the topic "Customer relations":

1

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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Johansson, Malin, Markus Nilsson, and Carl-Douglas Thulin. "Factors Influencing Customer-relations in B2B - A Survey of Medical Rubber's Customers." Thesis, Kristianstad University College, Department of Business Administration, 2005. http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-3159.

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In order to be successful on the market it gets more and more important to have a good relation to your customer. Without a good relationship to your customer you are just one among many other competitors. A healthy relationship in which both parties are satisfied is probably based on many different reasons. Many researchers in this field believe that power/dependence and commitment/trust are essential cornerstones in a business relationship. However, the researchers all stresses different factors that they believe influence these cornerstones. Our work is based on power, commitment and trust, and our intention is to point out the different factors that we believe are influencing our cornerstones. Furthermore we have constructed a model and created hypotheses that are tested through a survey conducted on Medical Rubbers customers.

3

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.
published_or_final_version
Business
Doctoral
Doctor of Philosophy
4

Cutcher, Leanne. "Banking on the customer customer relations, employment relations, and worker identity in the Australian retail banking industry /." Connect to full text, 2004. http://hdl.handle.net/2123/632.

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Thesis (Ph. D.)--University of Sydney, 2004.
Title from title screen (viewed 8 May 2008). Submitted in fulfilment of the requirements for the degree of Doctor of Philosophy to the Discipline of Work and Organisational Studies, School of Business, Faculty of Economics and Business. Includes bibliographical references. Also available in print form.
5

Cutcher, Leanne Rose. "'Banking on the Customer': customer relations, employment relations and worker identity in the Australian retail banking industry." Thesis, The University of Sydney, 2004. http://hdl.handle.net/2123/632.

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Previously consigned to the anonymity of 'the product market' by researchers in traditional fields such as labour economics and industrial relations, the customer has recently attracted the attention of scholars from a diverse range of disciplines, including organisational behaviour, work psychology, labour process studies, gender studies, and critical management studies. In large part, this emerging interest in the customer is a result of the increasing dominance of service industries in developed economies and the recognition that service work entails a complex, three-way interaction between customers, management and workers. The literature identifies a range of competing and, at times, contradictory images of the customer. Rather than seeking to reconcile these competing representations, this thesis explores the multi-faceted nature of the customer presence and the implications for managers and workers in the retail banking industry in Australia. The thesis highlights how structural change and shifting discourses of the 'customer' have influenced customer relations, employment relations, and worker identity in three areas of the retail banking industry: traditional retail banks, the credit union movement, and community banks. Drawing on detailed qualitative case study evidence, the thesis highlights the range of customers, both 'real' and 'constructed', that can be found in the case study organisations. The thesis identifies the ways in which customers influence employment relations and how workers can be active in either accommodating or resisting the impact of these 'customers' on workplace practice and worker identity. The central argument of the thesis is that, in addition to customers having a physical presence in and influence on organisational life, management and workers also construct 'discursive customers' as a means of influencing the employment relationship and the meanings attached to service work. The study examines how these competing concepts of the customer and customer service influence both the customer-service provider relationship and service workers' relationships with one another and with management. Despite the increasing recognition that service work entails a three-way relationship between customers, management and workers, our understanding of how workers either welcome or resist the presence of this third actor in the employment relationship has, until recently remained very limited. This thesis makes a significant contribution to our understanding that for workers the customer is ever-present physically, emotionally and discursively.
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Cutcher, Leanne Rose. "'Banking on the Customer': customer relations, employment relations and worker identity in the Australian retail banking industry." University of Sydney. Business, 2004. http://hdl.handle.net/2123/632.

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Previously consigned to the anonymity of �the product market� by researchers in traditional fields such as labour economics and industrial relations, the customer has recently attracted the attention of scholars from a diverse range of disciplines, including organisational behaviour, work psychology, labour process studies, gender studies, and critical management studies. In large part, this emerging interest in the customer is a result of the increasing dominance of service industries in developed economies and the recognition that service work entails a complex, three-way interaction between customers, management and workers. The literature identifies a range of competing and, at times, contradictory images of the customer. Rather than seeking to reconcile these competing representations, this thesis explores the multi-faceted nature of the customer presence and the implications for managers and workers in the retail banking industry in Australia. The thesis highlights how structural change and shifting discourses of the �customer� have influenced customer relations, employment relations, and worker identity in three areas of the retail banking industry: traditional retail banks, the credit union movement, and community banks. Drawing on detailed qualitative case study evidence, the thesis highlights the range of customers, both �real� and �constructed�, that can be found in the case study organisations. The thesis identifies the ways in which customers influence employment relations and how workers can be active in either accommodating or resisting the impact of these �customers� on workplace practice and worker identity. The central argument of the thesis is that, in addition to customers having a physical presence in and influence on organisational life, management and workers also construct �discursive customers� as a means of influencing the employment relationship and the meanings attached to service work. The study examines how these competing concepts of the customer and customer service influence both the customer-service provider relationship and service workers� relationships with one another and with management. Despite the increasing recognition that service work entails a three-way relationship between customers, management and workers, our understanding of how workers either welcome or resist the presence of this third actor in the employment relationship has, until recently remained very limited. This thesis makes a significant contribution to our understanding that for workers the customer is ever-present physically, emotionally and discursively.
7

Moore, Katie Dyretha. "Knowledge Sharing and Customer Relations in Mobility." ScholarWorks, 2019. https://scholarworks.waldenu.edu/dissertations/7168.

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After the events of September 11, 2001, inadequacies in how government organizations and agencies shared knowledge and communication with defense mission partners became readily apparent. A reasonable U.S. government information technology expectation is the integrated use of mobile phones across organizations and agencies. Yet, it is difficult to meet this expectation, as the provisioning process for mobile devices can be different for each government organization or agency. The Department of Commerce National Institute of Standards and Technology does not set provisioning standards, and organizations and agencies determine policies tailored to their particular needs. Using Schein's theory on organizational culture, the focus of this phenomenological study was to explore the Mobility provisioning process from the experiences of government customer support personnel. Eleven personnel responded to 10 semistructured interview questions derived from the research question. The data were manually transcribed and then coded, arranged, and analyzed using a software tool. Three major themes emerged from the analyzed data: (a) expand communication with customers and leaders, (b) identify policy guidelines, and (c) streamline and centralize the process. Using these themes, recommendations include enhancing communication among stakeholders, provisioners, and Warfighters, soldiers in the field; implementing standardized user policies; and improving cross-€organization and cross-€agency provisioning processes. Social change actions include increasing mobility provisioning efficiencies among provisioners, which not only saves time and money, but also provides Warfighters with affordable, dependable, and reliable mobile communications systems.
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Vallaud, Thierry. "Estimating potential customer value using customer data : using a classification technique to determine customer value /." Abstract and full text available, 2009. http://149.152.10.1/record=b3077978~S16.

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Thesis (M.S.) -- Central Connecticut State University, 2009.
Thesis advisor: Daniel Larose. "... in partial fulfillment of the requirements for the degree of Master of Science in Data Mining." Includes bibliographical references (leaves 37-39). Also available via the World Wide Web.
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Sandekela, Lindela Prince. "Customer relations management in SMMEs: an integrated approach." Thesis, Nelson Mandela Metropolitan University, 2008. http://hdl.handle.net/10948/889.

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The research study was conducted to cover the Buffalo City Municipality (BCM) retail industry with direct emphasis on the supermarket industry. The research problem is as a result of the retail businesses in the BCM that continue to consider that if they have large data warehouses with masses of customer information, they have all what it takes to run a profitable business. Their failure to understand the organizational implications of moving towards a customer-centric approach often results in high costs from bad customer service and handling of customer complaints. The main problem was stated and sub-problems introduced from the main problem to address them by way of qualitative and quantitative research. Related literature was reviewed on Redefining the Customer, Customer Satisfaction and Customer Relationship Management and a Customer Management Model was proposed. During empirical survey, a questionnaire based on literature reviewed was designed for the survey. A pilot study was conducted to identify and rectify problems and shortcomings relating to the questionnaire. The pilot study indicated that the data likely to be collected will address the main and sub-problems of the research. A total of thirty five questionnaires which contained closed-ended and open-ended questions were distributed to the population sample as selected. Results of the study were critically analysed and interpreted quantitatively and qualitatively by means of tables and discussion for the development of an Integrated Model for managing customers. The analysis of the study which was based on the literature reviewed and the findings from the empirical survey were concluded to present a solution to the problem. In view of the shortcomings identified by the literature review and integration thereof with the results of the empirical study, an Integrated Customer Management Model was developed.
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Tierney, Joseph A. "The implementation of CRM at FISC Norfolk Detachment Philadelphia." Thesis, Monterey, Calif. : Springfield, Va. : Naval Postgraduate School ; Available from National Technical Information Service, 2003. http://library.nps.navy.mil/uhtbin/hyperion-image/03Jun%5FTierney.pdf.

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Books on the topic "Customer relations":

1

Farkas, Victoria J. Customer relations. Hauppauge, NY: Nova Science Publishers, 2010.

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Forde, John E. Customer relations & rapport. Mason, OH: South-Western Thompson Learning, 2002.

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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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Daffy, Chris. 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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Keegan, Richard. How to improve customer relations. [Eau Claire, Wis.] (P.O. Box 1208, Eau Claire 54701): Professional Education Systems, 1985.

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Carol, Smith. Customer relations handbook for builders. Washington, D.C: Home Builder Press, 1998.

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Hyken, Shep. 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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Smith, Shaun. Managing the customer experience: Turning customers into advocates. London: Financial Times Prentice Hall, 2002.

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Doris, Humphrey. Customer service. 2nd ed. Australia: South-Western Cengage Learning, 2011.

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Lund, Keith. Customer care. Edited by Patterson Helen, McCullough Sheila, and Association of Assistant Librarians. [Newcastle-under-Lyme]: AAL Publishing, 1994.

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Book chapters on the topic "Customer relations":

1

Devinney, Timothy M. "Customer Relations." In Rationing in a Theory of the Banking Firm, 64–80. Berlin, Heidelberg: Springer Berlin Heidelberg, 1986. http://dx.doi.org/10.1007/978-3-642-82649-8_4.

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Honeyman-Buck, Janice. "Customer Relations." In Practical Imaging Informatics, 165–78. New York, NY: Springer New York, 2009. http://dx.doi.org/10.1007/978-1-4419-0485-0_11.

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Honeyman-Buck, Janice. "Customer Relations." In Practical Imaging Informatics, 377–88. New York, NY: Springer US, 2021. http://dx.doi.org/10.1007/978-1-0716-1756-4_23.

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Wortmann, J. C., D. R. Muntslag, and P. J. M. Timmermans. "Customer and supplier relations." In Customer-driven Manufacturing, 303–14. Dordrecht: Springer Netherlands, 1997. http://dx.doi.org/10.1007/978-94-009-0075-2_24.

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Stone, Norman. "Customer and Consumer Relations." In The Management and Practice of Public Relations, 141–59. London: Macmillan Education UK, 1995. http://dx.doi.org/10.1007/978-1-349-24158-3_9.

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De Bruine, Xander. "A Realistic View on Customer Relations." In Customer Relationship Management, 357–61. Wiesbaden: Vieweg+Teubner Verlag, 1999. http://dx.doi.org/10.1007/978-3-322-84961-8_28.

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Gould, Terry, and Hilary Merrett. "Customer relations—dealing with people." In Introducing Quality Assurance into the NHS, 17–27. London: Macmillan Education UK, 1992. http://dx.doi.org/10.1007/978-1-349-12848-8_4.

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Grunert, Klaus G., Hanne Hartvig Larsen, Tage Koed Madsen, and Allan Baadsgaard. "Developing Supplier and Customer Relations." In Market Orientation in Food and Agriculture, 227–42. Boston, MA: Springer US, 1996. http://dx.doi.org/10.1007/978-1-4613-1301-4_11.

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Katkow, Aleksandr. "Synergetic Models of Customer–Seller Relations." In Information Systems Architecture and Technology: Proceedings of 37th International Conference on Information Systems Architecture and Technology – ISAT 2016 – Part IV, 255–64. Cham: Springer International Publishing, 2016. http://dx.doi.org/10.1007/978-3-319-46592-0_22.

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Swanson, Katherine MJ. "Microbiological Testing in Customer–Supplier Relations." In Microorganisms in Foods 8, 55–60. Boston, MA: Springer US, 2011. http://dx.doi.org/10.1007/978-1-4419-9374-8_6.

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Conference papers on the topic "Customer relations":

1

Ho, J. K. "Maximum resolution dichotomy for customer relations management." In DATA MINING AND MIS 2006. Southampton, UK: WIT Press, 2006. http://dx.doi.org/10.2495/data060281.

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Wang, Mingxian, Wei Chen, Yun Huang, Noshir S. Contractor, and Yan Fu. "A Multidimensional Network Approach for Modeling Customer-Product Relations in Engineering Design." In ASME 2015 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. American Society of Mechanical Engineers, 2015. http://dx.doi.org/10.1115/detc2015-46764.

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Analytical modeling of customer preferences in product design is inherently difficult as it faces challenges in modeling heterogeneous human behavior and product offerings. In this paper, the customer-product interactions are viewed as a complex socio-technical system and analyzed using social network theory and techniques. We propose a Multidimensional Customer-Product Network (MCPN) framework, where separate networks of “customers” and “products” are simultaneously modeled, and multiple types of relations, such as consideration and purchase, product associations, and customer social networks are considered. We start with the simplest unimodal network configuration where customer cross-shopping behaviors and product similarities are analyzed to inform designers about the implied product competition, market segmentation, and product positions in the market. We then progressively extend the network to a multidimensional structure that integrates customer preference decisions with product feature similarities to enable the modeling of preference heterogeneity, product association and decision dependency. Finally, social influences on new product adoption are analyzed in the same framework by introducing customer-customer relations together with other product-product and customer-product relations. Beyond the traditional network descriptive analysis, we employ the Exponential Random Graph Model (ERGM) as a unified statistical inference framework for analyzing multiple relations in MCPN to support engineering design decisions. Our approach broadens the traditional utility-based logit approaches by considering the dependency among product choices and the “irrationality” of customer behavior induced by social influence. While this paper is focused on presenting the conceptual framework of the proposed methodology, examples on customer vehicle preferences are presented to illustrate the progressive development of the MCPN framework from a simple unimodal configuration to a complex multidimensional structure.
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Adamska, Małgorzata, and Aneta Kucińska-Landwójtowicz. "THE IMPACT OF THE SERVICE PROCESS QUALITY ON THE CONSUMER'S BEHAVIOR AND PURCHASING DECISIONS." In NORDSCI Conference Proceedings. Saima Consult Ltd, 2021. http://dx.doi.org/10.32008/nordsci2021/b2/v4/06.

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"The purpose of the article is to present the impact and the role of sales personnel and the pursued quality strategy in the customer service process on the customer's behaviour and processes of making purchase decisions. The identified dependencies may exert a significant impact on activities undertaken with respect to the formation of future customer relations and their nature, with special attention given to the context of the service process quality and sale personnel who carries out such process. The article is a concept study based on the results of a literature search query, experiences deriving from cooperation with the sector of small and medium-sized enterprises and the author’s own studies on the management of relations with customer capital in the sector of small and medium-sized enterprises. The original feature of the article are recommendations pertaining to the feasible scenario of operation and the proposed model of management with respect to sale personnel and service process quality, enhancing the creation of values for customers via efficient marketing strategies implemented in the area of customer servicing."
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Gali, Guia, Symon Oliver, Fanny Chevalier, and Sara Diamond. "Visualizing sentiments in business-customer relations with metaphors." In the 2012 ACM annual conference extended abstracts. New York, New York, USA: ACM Press, 2012. http://dx.doi.org/10.1145/2212776.2223661.

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Adhikari, Bijaya, Parikshit Sondhi, Wenke Zhang, Mohit Sharma, and B. Aditya Prakash. "Mining E-Commerce Query Relations using Customer Interaction Networks." In the 2018 World Wide Web Conference. New York, New York, USA: ACM Press, 2018. http://dx.doi.org/10.1145/3178876.3186174.

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Guo, Yi, Zhiqing Shao, and Nan Hua. "Implicit Customer Relations Mining with the Event-Indexing Model." In 2009 ETP International Conference on Future Computer and Communication (FCC). IEEE, 2009. http://dx.doi.org/10.1109/fcc.2009.80.

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Hong, G., L. Hu, D. Xue, Y. L. Tu, and Y. L. Xiong. "Design for Customer Satisfaction in One-of-a-Kind Production Environment." In ASME 2006 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. ASMEDC, 2006. http://dx.doi.org/10.1115/detc2006-99325.

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This research addresses the issues to identify the optimal product configuration and its parameters based on the requirements of customers on performance and costs of products in one-of-a-kind production (OKP) environment. In this work, variations of product configurations and parameters in an OKP product family are modeled by an AND-OR tree and parameters of the nodes in this tree. Different product configurations with different parameters are evaluated by performance and cost measures. These evaluation measures are converted into comparable customer satisfaction indices using the non-linear relations between the evaluation measures and the customer satisfaction indices. The optimal product configuration and its parameters with the maximum overall customer satisfaction index are identified by genetic programming and constrained optimization.
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Markendahl, Jan. "Analysis of Customer Relations for Public Internet Access in the Local Environment." In 2007 IEEE 18th International Symposium on Personal, Indoor and Mobile Radio Communications. IEEE, 2007. http://dx.doi.org/10.1109/pimrc.2007.4394869.

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Choudhury, Masudul Alam. "Trust in Business-Customer Mutuality Relations as a Model of Social Engineering." In Qatar Foundation Annual Research Conference Proceedings. Hamad bin Khalifa University Press (HBKU Press), 2016. http://dx.doi.org/10.5339/qfarc.2016.sshapp1002.

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Romano, N. C. "Customer relations management research: an assessment of sub field development and maturity." In Proceedings of Hawaii International Conference on System Sciences. HICSS-34. IEEE, 2001. http://dx.doi.org/10.1109/hicss.2001.927052.

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Reports on the topic "Customer relations":

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Abay, Alemnew, Ahmed Yimam, Arfassa Kiross, Berhanu Urgessa, Biniam Fiqre, Edeo Mude, Elsa Demisse, et al. Training manual on Seed Producer Cooperatives (SPCs) module: market research and customer relations. Wageningen: Wageningen Centre for Development Innovation, 2020. http://dx.doi.org/10.18174/536881.

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Vakaliuk, Tetiana, Valerii Kontsedailo, Dmytro Antoniuk, Olha Korotun, Serhiy Semerikov, and Iryna Mintii. Using Game Dev Tycoon to Create Professional Soft Competencies for Future Engineers-Programmers. [б. в.], November 2020. http://dx.doi.org/10.31812/123456789/4129.

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The article presents the possibilities of using game simulator Game Dev Tycoon to develop professional soft competencies for future engineer programmers in higher education. The choice of the term “gaming simulator” is substantiated, a generalization of this concept is given. The definition of such concepts as “game simulation” and “professional soft competencies” are given. Describes how in the process of passing game simulations students develop the professional soft competencies. Professional soft competencies include: the ability to work in a team; ability to cooperate; ability to problem-solving; ability to communicative; ability to decision-making; ability to orientation to the result; ability to support of interpersonal relations; ability to use of rules and procedures; ability to reporting; ability to attention to detail; ability to customer service; ability to sustainability; ability to the manifestation of professional honesty and ethics; ability to planning and prioritization; ability to adaptation; ability to initiative; ability to Innovation; ability to external and organizational awareness.
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Hilbrecht, Margo, David Baxter, and Maha Sohail. Trial for a Repository for Industry Approaches to Customer Interaction in Relation to Safer Gambling. Gambling Research Exchange (GREO), May 2020. http://dx.doi.org/10.33684/2020.004.

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Lewis, Dustin, Gabriella Blum, and Naz Modirzadeh. Indefinite War: Unsettled International Law on the End of Armed Conflict. Harvard Law School Program on International Law and Armed Conflict, February 2017. http://dx.doi.org/10.54813/yrjv6070.

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Can we say, definitively, when an armed conflict no longer exists under international law? The short, unsatisfying answer is sometimes: it is clear when some conflicts terminate as a matter of international law, but a decisive determination eludes many others. The lack of fully-settled guidance often matters significantly. That is because international law tolerates, for the most part, far less violent harm, devastation, and suppression in situations other than armed conflicts. Thus, certain measures governed by the laws and customs of war—including killing and capturing the enemy, destroying and seizing enemy property, and occupying foreign territory, all on a possibly large scale—would usually constitute grave violations of peacetime law. This Legal Briefing details the legal considerations and analyzes the implications of that lack of settled guidance. It delves into the myriad (and often-inconsistent) provisions in treaty law, customary law, and relevant jurisprudence that purport to govern the end of war. Alongside the doctrinal analysis, this Briefing considers the changing concept of war and of what constitutes its end; evaluates diverse interests at stake in the continuation or close of conflict; and contextualizes the essentially political work of those who design the law. In all, this Legal Briefing reveals that international law, as it now stands, provides insufficient guidance to precisely discern the end of many armed conflicts as a factual matter (when has the war ended?), as a normative matter (when should the war end?), and as a legal matter (when does the international-legal framework of armed conflict cease to apply in relation to the war?). The current plurality of legal concepts of armed conflict, the sparsity of IHL provisions that instruct the end of application, and the inconsistency among such provisions thwart uniform regulation and frustrate the formulation of a comprehensive notion of when wars can, should, and do end. Fleshing out the criteria for the end of war is a considerable challenge. Clearly, many of the problems identified in this Briefing are first and foremost strategic and political. Yet, as part of a broader effort to strengthen international law’s claim to guide behavior in relation to war and protect affected populations, international lawyers must address the current confusion and inconsistencies that so often surround the end of armed conflict.
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Maubert, Camille, Jeremy Allouche, Irene Hamuli, Eustache Kuliumbwa Lulego, Gauthier Marchais, Ferdinand Mushi Mugumo, and Sohela Nazneen. Women’s Agency and Humanitarian Protection in North and South Kivu, DRC. Institute of Development Studies, November 2022. http://dx.doi.org/10.19088/ids.2022.076.

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This Working Paper analyses the role and practices of women’s groups in relation to women’s protection in the provinces of North and South Kivu in the Democratic Republic of the Congo (DRC). Contrasting qualitative materials from communities in Congo with the literature on women’s agency, we explore the spaces, strategies, and repertoires used by women to increase their participation in community protection structures. Using case studies from North and South Kivu, including protection projects supported by ActionAid and Oxfam, we show how women’s leadership groups can constitute an empowering space and vehicle for women’s collective negotiation for protection which spans across several interrelated spheres: domestic, community, and professional, as well as legal, religious, and customary. Through our analysis of how women’s groups shape protection discourses and progressively change practices, we aim to contribute to a more nuanced understanding of what a women-led approach to protection means in practice as well as the challenges and opportunities that women face in order to expand their agency in a conflict-affected and patriarchal context.
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Braithwait, Samuel, Ricardo Rozemberg, and Jesica De Angelis. CARICOM Report: Progress and Challenges of The Integration Agenda. Inter-American Development Bank, December 2020. http://dx.doi.org/10.18235/0002912.

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The Caribbean Community (CARICOM) was established in 1973 as a customs union and nowadays consists of 15 member countries. CARICOM includes member and non-members of the Organisation of Eastern Caribbean States (OECS), an economic union with free movement of people and goods, a single currency, and a common central bank. This report is the third in a series of INTAL publications on regional integration on the CaribbeanREPORT Community and covers the period 2005 to 2020. After a brief background to the CARICOM integration project and a look at the economy and international trade, this report focuses on the main issues and developments relating to the deepening of integration within CARICOM and crucial relationships with external partners. The final section concludes with an assessment of the short-term adverse impacts of the pandemic and summarizes a set of recommendations to tackle the main issues.
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Ozano, Kim, Andrew Roby, and Jacob Tompkins. Learning Journey on Water Security: UK Water Offer. Institute of Development Studies (IDS), January 2022. http://dx.doi.org/10.19088/k4d.2022.026.

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The overarching goals for the UK in relation to global water security are to; tackle and reverse growing water insecurity and its consequences caused by depletion and degradation of natural water sources; and address poor water management and increasing demand. To do this, the UK has a well-developed water ‘offer’ that together can help reach the goal of global water security. This note details some of that water offer: UK water leadership: The UK developed the concept of modern sanitation and water supply, with an early example being the Victorian Bazalgette London sewer; Ownership and regulation: The UK has four models of ownership: government department in Northern Ireland, GoCo in Scotland, Mutual in Wales, and private companies in England. But the common thread is strong and clear, regulation to deliver the right outcomes for society; Competition and markets: The UK set up the world’s first water retail markets for business customers, delivering savings and environmental benefits. Similar market mechanisms are being developed for sewage sludge, which will help drive circular economy solutions; Innovation: The UK has a huge number of water tech start-ups and most water companies have labs and pilot schemes to support these fledgling companies. At the same time, the English regulator, Ofwat, has established a huge innovation fund, which along with the Scottish Hydro Nation initiative has made the UK the best place in the world for water innovation and tech.
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Kira, Beatriz, Rutendo Tavengerwei, and Valary Mumbo. Points à examiner à l'approche des négociations de Phase II de la ZLECAf: enjeux de la politique commerciale numérique dans quatre pays d'Afrique subsaharienne. Digital Pathways at Oxford, March 2022. http://dx.doi.org/10.35489/bsg-dp-wp_2022/01.

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Realities such as the COVID-19 pandemic have expedited the move to online operations, highlighting the undeniable fact that the world is continuing to go digital. This emphasises the need for policymakers to regulate in a manner that allows them to harness digital trade benefits while also avoiding associated risk. However, given that digital trade remains unco-ordinated globally, with countries adopting different approaches to policy issues, national regulatory divergence on the matter continues, placing limits on the benefits that countries can obtain from digital trade. Given these disparities, ahead of the African Continental Free Trade Area (AfCFTA) Phase II Negotiations, African countries have been considering the best way to harmonise regulations on issues related to digital trade. To do this effectively, AfCFTA members need to identify where divergencies exist in their domestic regulatory systems. This will allow AfCFTA members to determine where harmonisation is possible, as well as what is needed to achieve such harmonisation. This report analyses the domestic regulations and policies of four focus countries – South Africa, Nigeria, Kenya and Senegal – comparing their regulatory approaches to five policy issues: i) regulation of online transactions; ii) cross-border data flows, data localisation, and personal data protection; iii) access to source code and technology transfer; iv) intermediary liability; and v) customs duties on electronic transmissions. The study highlights where divergencies exist in adopted approaches, indicating the need for the four countries – and AfCFTA members in general – to carefully consider the implications of the divergences, and determine where it is possible and beneficial to harmonise approaches. This was intended to encourage AfCFTA member states to take ownership of these issues and reflect on the reforms needed. As seen in Table 1 below, the study shows that the four countries diverge on most of the five policy issues. There are differences in how all four countries regulate online transactions – that is, e-signatures and online consumer protection. Nigeria was the only country out of the four to recognise all types of e-signatures as legally equivalent. Kenya and Senegal only recognise specific e-signatures, which are either issued or validated by a recognised institution, while South Africa adopts a mixed approach, where it recognises all e-signatures as legally valid, but provides higher evidentiary weight to certain types of e-signatures. Only South Africa and Senegal have specific regulations relating to online consumer protection, while Nigeria and Kenya do not have any clear rules. With regards to cross border data flows, data localisation, and personal data protection, the study shows that all four focus countries have regulations that consist of elements borrowed from the European Union (EU) General Data Protection Regulation (GDPR). In particular, this was regarding the need for the data subject's consent, and also the adequacy requirement. Interestingly, the study also shows that South Africa, Kenya and Nigeria also adopt data localisation measures, although at different levels of strictness. South Africa’s data localisation laws are mostly imposed on data that is considered critical – which is then required to be processed within South African borders – while Nigeria requires all data to be processed and stored locally, using local servers. Kenya imposes data localisation measures that are mostly linked to its priority for data privacy. Out of the four focus countries, Senegal is the only country that does not impose any data localisation laws. Although the study shows that all four countries share a position on customs duties on electronic transmissions, it is also interesting to note that none of the four countries currently have domestic regulations or policies on the subject. The report concludes by highlighting that, as the AfCFTA Phase II Negotiations aim to arrive at harmonisation and to improve intra-African trade and international trade, AfCFTA members should reflect on their national policies and domestic regulations to determine where harmonisation is needed, and whether AfCFTA is the right platform for achieving this efficiently.
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Managing Customer Relations When Demand Exceeds Supply. IEDP Ideas for Leaders, October 2013. http://dx.doi.org/10.13007/249.

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To the bibliography