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Mikkor, Marika. "On the Customs Related to Death in the Ersa-Mordvin Villages of Sabajevo and Povodimovo." Folklore: Electronic Journal of Folklore 12 (1999): 88–125. http://dx.doi.org/10.7592/fejf1999.12.death.
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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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Tuli, Kapil R., Ajay K. Kohli, and Sundar G. Bharadwaj. "Rethinking Customer Solutions: From Product Bundles to Relational Processes." Journal of Marketing 71, no. 3 (July 2007): 1–17. http://dx.doi.org/10.1509/jmkg.71.3.001.
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This study draws on depth interviews with 49 managers in customer firms and 55 managers in supplier firms and on discussions with 21 managers in two focus groups to propose a new way of thinking about customer solutions. Extant literature and suppliers interviewed for this study view a solution as a customized and integrated combination of goods and services for meeting a customer's business needs. In contrast, customers view a solution as a set of customer–supplier relational processes comprising (1) customer requirements definition, (2) customization and integration of goods and/or services and (3) their deployment, and (4) postdeployment customer support, all of which are aimed at meeting customers' business needs. The relational process view can help suppliers deliver more effective solutions at profitable prices. In addition, field research suggests that the effectiveness of a solution depends not only on supplier variables but also on several customer variables. Supplier variables include contingent hierarchy, documentation emphasis, incentive externality, customer interactor stability, and process articulation. Customer variables include adaptiveness to supplier offerings and political and operational counseling that a customer provides to a supplier. Several of these variables underscore the importance of suppliers developing social capital with customers. The authors discuss implications for solution suppliers and identify areas for further research.
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Raza, Ali, Raouf Ahmad Rather, Muhammad Khalid Iqbal, and Umair Saeed Bhutta. "An assessment of corporate social responsibility on customer company identification and loyalty in banking industry: a PLS-SEM analysis." Management Research Review 43, no. 11 (May 2, 2020): 1337–70. http://dx.doi.org/10.1108/mrr-08-2019-0341.
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Purpose This paper aims to address the need for a more in-depth empirical investigation of exploring the link between the adoption of corporate social responsibility (CSR) practices and different aspects of customer behavior in a developing country. This paper develops a research framework and assesses the mediating role of trust, customer-company identification (CCI) and electronic-service quality (E-SQ) between customer perceptions of CSR and customer loyalty. Design/methodology/approach Working with a sample of 280 banking customers in Pakistan, partial least square based structural equation modeling is used to test the conceptual model. Findings Surprisingly, results suggest that CSR is not directly related to customer loyalty, which is contradictory to previously established findings conducted in developed countries. Thus, confirming a full mediation of CCI, E-SQ and trust in enhancing the effect of CSR on customer loyalty. The study also confirms that CSR is positively related to E-SQ, and E-SQ also directly affects CCI. Practical implications Banks should adhere to honest CSR practices and effectively communicate and advertise these practices to increase awareness and knowledge among the customers. Similarly, banks should advance in technological expertise to generate customer identification, which then leads to their loyalty. Originality/value Previous studies conferred short-term customer’s reactions, such as purchase intention and brand image. Still, this research discusses the long-term effect of CSR on customer behavior, such as the loyalty of the customers. Moreover, this is the pioneer study that investigates how CSR actions influence customer perceptions about E-SQ and how electronic services affect customer identification with a bank.
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Rudskaia, Elena, and Igor Eremenko. "Digital clustering in customer relationship management." E3S Web of Conferences 135 (2019): 04010. http://dx.doi.org/10.1051/e3sconf/201913504010.
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The value of a customer is a key parameter of the creation of all business processes. A significant number of companies faces the problem of inconsistency and incoordination in the provision of services to their customers because of lack of relevant information. In the essay we attempt to analyse new interpretations of customer segmentation technology based on predictive analytics. Modern software platforms from the leaders of the IT industry allow real-time modelling and monitoring of customer lifecycle to prevent customer’s “churn state”. Proactive customer care provides the implementation of not only omni-channel interaction, but also the transition to the opti-channel paradigm of business, which on the basis of in-depth study of consumer experience offers every client an individual and the best channel for communication with the company.
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Angula, Etuhole, and Valencia Melissa Zulu. "Tackling the ‘death’ of brick-and-mortar clothing retailers through store atmospherics and customer experience." Innovative Marketing 17, no. 3 (September 21, 2021): 157–68. http://dx.doi.org/10.21511/im.17(3).2021.13.
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The threat of online shopping propels brick-and-mortar retailers to innovate and design their retail atmosphere to create unforgettable shopping experiences to compete effectively and retain customers. The study firstly identifies store atmospherics factors that enhance the shopping experience and secondly explores the hypothesized relationships between store atmospherics dimensions (lighting, music, layout, and employee interaction) and customer experience. Furthermore, the effect of customer experience and repurchase intention is also explored. A self-administered survey was used, and data were collected from 390 respondents who visit physical clothing stores regularly in the City of Johannesburg in South Africa. The survey results were analyzed using the Statistical Package for Social Sciences (SPSS) for descriptive statistics. Covariance-Based Structural Equation Modelling (CB-SEM) was utilized for the path analysis. The findings reveal that only store layout, lighting, and employee interaction are essential elements in creating pleasurable customer in-store experiences (β = 0.163, p = 0.05; β = 0.207, p = 0.01; β = 0.293, p = 0.001). It is also evident that consumers perceive music to be less effective in enhancing their shopping experiences (β = 0.048, p = ns). Moreover, the results show that enriching customer experiences stimulate repeat purchases (β = 0.745, p = 0.001). The findings demonstrate that innovating the store environment should be based on shop layout, illumination, and employee contact to create appealing experiences. This study contributes to consumer and retailing services literature. Acknowledgment This study is based on the research supported partly by the University of the Witwatersrand Chancellor’s Female Academic Leaders Fellowship.
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Jiang, Yiran, Lan Xu, Nan Cui, Hui Zhang, and Zhilin Yang. "How does customer participation in service influence customer satisfaction? The mediating effects of role stressors." International Journal of Bank Marketing 37, no. 3 (May 7, 2019): 691–710. http://dx.doi.org/10.1108/ijbm-12-2017-0261.
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Purpose The purpose of this paper is to examine the impact of customer participation on role behaviors and customer satisfaction. The mediating role of role stressors is also examined. Design/methodology/approach Based on literature reviews, a survey of 317 bank customers was conducted in Central China, using a structured questionnaire. Structural equation modeling was used for data analysis to test research hypotheses. Findings The current work found that the inconsistency between the role expectations from participating customers and service providers would increase the customer perceived role stress. Therefore, customer participating width and depth can affect customer satisfaction in two different ways. On the one hand, role stressors (i.e. role ambiguity and role conflict) in customer participation have a negative effect on customer compliance, decreasing customer satisfaction. On the other hand, role stressors have a positive effect on customer creativity, increasing customer satisfaction. Originality/value No prior studies, thus far, have examined how customer perceived role stressors in service participation affect customers’ role performance and satisfaction in the service process. The current research identifies the characteristics of customer participation from the perspectives of task role set. On the basis of role stressor theory, this research examines the effects of customer participation width and depth on customer satisfaction using customer perceived role stressors as mediating variables. This research also investigates the mixed effect of role stressors on customer satisfaction. It provides empirical support for the role of customers as “co-creators” by distinguishing customers’ creative behaviors from customer compliance and finds the positive effect of role stressors on customer satisfaction via customer creativity.
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Prihatiningsih, Witanti, and Fitria Ayuningtyas. "Analysis of Insurance Agent’s Credibility to Customer’s Attitude in Buying Policy." International Journal of Engineering & Technology 7, no. 2.29 (May 22, 2018): 564. http://dx.doi.org/10.14419/ijet.v7i2.29.13819.
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Companies must have their own criteria for their sales agents, start from how to speak in front of potential customers, personal appearance and knowledge about the products and the company itself. The credibility of sales agents will make their companies have a good reputation. Insurance agents also trained by company to introduce the products until someone willing to buy the products and become their loyal customer. This research aims to determine whether there is any significant impact of insurance agent’s credibility to customer’s attitude in buying a policy. The long-term results of the research can be used as communication competence for agents to persuade potential customers, who probably initially not interest to buy the products, became a loyal customer. This research used combination between quantitative and qualitative research. This research used regression analysis to determine the impact of insurance agent’s credibility to customer’s attitude in buying policy and combine with triangulation data from qualitative perspective. The data collection techniques used questionnaires that distributed to the respondent and in-depth interview for key informant and informant(s). The respondent of this research were people who have insurance in the city of Sukabumi, West Java. The theory that used in this research was source credibility and customer’s attitude. The results of this research indicate that trustworthiness, expertise, and attractiveness of insurance agents have a significant impact to customer’s attitude in buying a policy. From the three components, the most important thing is the expertise. The expertise of insurance agent has a highest score compare with trustworthiness and attractiveness of insurance agent and thru in-depth interview, the respondent agreed that expertise is the important things of insurance agent’s credibility. This proves that the agent's expertise is more influential compared to trustworthiness and attractiveness
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Trischler, Jakob, Anita Zehrer, and Jessica Westman. "A designerly way of analyzing the customer experience." Journal of Services Marketing 32, no. 7 (October 8, 2018): 805–19. http://dx.doi.org/10.1108/jsm-04-2017-0138.
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Purpose The purpose of this paper is to evaluate the usability of different design methods in understanding the customer experience from a contextual and systemic standpoint. Design/methodology/approach Three design methods (i.e. personas, observations and collaborative service mapping) were applied to analyze customer experiences in two service settings. These methods’ usability was compared across the two settings. Findings Personas, as informed by phenomenological interviews, provide insights into the customer’s broader lifeworld context. These insights assist in connecting with and understanding the customer experience from a dyadic customer-firm perspective. The involvement of the customer in service mapping activities supports the validation of findings and gives access to experience dimensions beyond the immediate service setting. Research limitations/implications The analysis is limited to three design methods and is based on small samples. Future research should systematically review design methods to provide a basis for a more comprehensive evaluation. Practical implications To successfully capture the contextual and systemic nature of the customer experience, managers should apply interpretive approaches and actively involve selected customers as “experts of their experiences”. The study provides guidelines on how design methods can be combined and applied to a more holistic customer experience analysis. Originality/value The paper shows that design methods, when applied in a combined form, can support an analysis that captures both in-depth insights into the customer’s lifeworld and the complexity of value constellations.
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Pareigis, Jörg, Per Echeverri, and Bo Edvardsson. "Exploring internal mechanisms forming customer servicescape experiences." Journal of Service Management 23, no. 5 (October 5, 2012): 677–95. http://dx.doi.org/10.1108/09564231211269838.
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PurposeThe purpose of this paper is to explore customer interactions with servicescapes and to explain in more depth the internal mechanisms that form the customer service experience.Design/methodology/approachThe paper draws on an empirical study of customers using Swedish public transport systems. Data collection is based on a microethnographic approach, using think‐aloud protocols and video documentation.FindingsThe results from the empirical study contribute with a framework of three constellations of activities and interactions: namely, identifying, sense‐making, and using, which, depending on the empirical context, form two main customer process practices – navigating and ticketing. These constructs are theoretical and have implications for service research in the sense that they explain how customer experiences are formed.Research limitations/implicationsWhile the conceptual framework is arguably applicable also to other servicescape processes and thus has the capacity to explain how a wide range of customer experiences are formed, the study is based on one industry. Consequently, it would be worthwhile to verify this framework in different service settings.Practical implicationsManagers should focus on making the servicescape design intuitive, meaningful and easy to use for their customers and, depending on the empirical context, support the customer processes of finding one's way and ticketing.Originality/valueThe study is novel by applying a microethnographic research approach in order to provide a systematic empirical analysis of how constellations of activities and interactions in servicescape processes create customer responses and thus form the customer's service experience.
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G. Inyang, Udoinyang, Okure O. Obot, Moses E. Ekpenyong, and Aliu M. Bolanle. "Unsupervised Learning Framework for Customer Requisition and Behavioral Pattern Classification." Modern Applied Science 11, no. 9 (August 30, 2017): 151. http://dx.doi.org/10.5539/mas.v11n9p151.
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Maintaining healthy organization-customers relationship has positive influence on customers’ behavioral tendencies as regards preference to products and services, buying behavior, loyalty, satisfaction, and so on. To achieve this, an in-depth analysis of customers’ characteristics and purchasing behavioral trend is required. This paper proposes a hybrid unsupervised learning framework consisting of k-means algorithm and self-organizing maps (SOMs) for customer segmentation and behavior analysis. K-means algorithm was used to partition the entire input space of customers’ transaction dataset into 3 and 4 disjoint segments based on customers’ frequency (F) and monetary value (MV). SOM provided visualization of the underlying clusters and discovered customers’ relationships in the dataset. Interaction of F and MV clusters resulted in 12 sub-clusters. An in-depth analysis of each sub-cluster was also performed and appropriate customer relationship management (CRM) strategies established for each sub-cluster. Discovered knowledge will guide effective allocation of resources to each customer cluster and other organizational decision support functions much required by CRM systems.
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Ali, Maged, Ali Tarhini, Laurence Brooks, and Muhammad Mustafa Kamal. "Investigating the Situated Culture of Multi-Channel Customer Management." Journal of Global Information Management 29, no. 3 (May 2021): 46–74. http://dx.doi.org/10.4018/jgim.2021050103.
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This paper investigates the influence of national culture on customers' behavior and customers' choice of channel through the customer life cycle stages. An exploratory in-depth single case study in a multinational organization in Egypt was conducted. Specifically, 31 in-depth interviews were conducted with members of staff in marketing, IT, retail and customer services departments, and external prospects/customers. Based on an interpretive approach, the authors have articulated a situated cultural approach based on structuration theory to identify the cultural dimensions that have provided an understanding of the cultural influence on customers' channel choice. The results highlighted that verbal, human interaction, traditional shopping, and cash based were the themes for customers' channel choice through the four stages of customer life cycle. The results also show that the customers' channel choices were linked to the following Egyptian cultural dimensions: collectivism, market price relationship, emotional, power distance, low trust, uncertainty avoidance, and universalism.
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Kaoud, Menatalla. "Investigation of Customer Knowledge Management." International Journal of Service Science, Management, Engineering, and Technology 8, no. 2 (April 2017): 12–22. http://dx.doi.org/10.4018/ijssmet.2017040102.
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This article examines the Customer Knowledge Management (CKM) as an integration between the approaches of Knowledge Management (KM) and Customer Relationship Management (CRM). In the context of CRM, three types of knowledge flows play a critical role in the interaction between the organization and its customers: “Knowledge for Customers”, “Knowledge from Customers”, and “Knowledge about Customers”. A central question address here from a resource-based perspective is: How these customer knowledge flows are used through CRM business processes to improve effectiveness? Adopting a case study methodology in a sales outsourcing enterprise, this paper presents an in-depth investigation of Customer Knowledge Management through the CRM business processes. This research will help companies in the implementation of Customer Knowledge Management enabling them to improve their CRM effectiveness.
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Goswami, Cosmika, and N. Selvaraju. "Phase-Type Arrivals and Impatient Customers in Multiserver Queue with Multiple Working Vacations." Advances in Operations Research 2016 (2016): 1–17. http://dx.doi.org/10.1155/2016/4024950.
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We consider a PH/M/c queue with multiple working vacations where the customers waiting in queue for service are impatient. The working vacation policy is the one in which the servers serve at a lower rate during the vacation period rather than completely ceasing the service. Customer’s impatience is due to its arrival during the period where all the servers are in working vacations and the arriving customer has to join the queue. We formulate the system as a nonhomogeneous quasi-birth-death process and use finite truncation method to find the stationary probability vector. Various performance measures like the average number of busy servers in the system during a vacation as well as during a nonvacation period, server availability, blocking probability, and average number of lost customers are given. Numerical examples are provided to illustrate the effects of various parameters and interarrival distributions on system performance.
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Gonçalves, Luisa, Lia Patrício, Jorge Grenha Teixeira, and Nancy V. Wünderlich. "Understanding the customer experience with smart services." Journal of Service Management 31, no. 4 (July 6, 2020): 723–44. http://dx.doi.org/10.1108/josm-11-2019-0349.
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PurposeThis article provides an in-depth understanding of customer experience with smart services, examines customer perceptual responses to smart and connected service environments and enriches this understanding by outlining how contextual factors (in terms of goals, activities, actors and artifacts) influence the customer experience.Design/methodology/approachThis study adopts a qualitative approach in order to understand customer experience in the smart energy service setting. Semi-structured interviews and focus groups were conducted with 31 participants forming three groups of energy service customers: advanced smart energy (ASE) customers, electric mobility (EM) customers and high-consumption (HC) customers.FindingsThe findings show that customer experience with smart services involves a multidimensional set of perceptual responses, comprising specific smart service dimensions (e.g. controllability, visibility, autonomy); relationship dimensions (relationships with the service provider and with the community); and traditional technology-enabled service dimensions (e.g. ease of use, accessibility). The analysis of contextual factors such as goals, activities, actors and artifacts shows that smart services enable a more autonomous experience, wherein customers can integrate a myriad of actors and artifacts and expect the main service provider to support them in taking the lead.Originality/valueSmart technologies have profoundly changed the service environment, but research on customer experience with smart services is scarce. This study characterizes smart services, provides an in-depth understanding of customer experience in this new context, and discusses relevant implications for management and service research.
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Chun, Se-Hak, and Ariunzaya Nyam-Ochir. "The Effects of Fast Food Restaurant Attributes on Customer Satisfaction, Revisit Intention, and Recommendation Using DINESERV Scale." Sustainability 12, no. 18 (September 10, 2020): 7435. http://dx.doi.org/10.3390/su12187435.
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The fast food restaurant business is one of the fastest-growing industries in the world. International and local restaurant chains are trying to satisfy the demands of customers for a variety of products and services. Along with changing market trends, customers are now becoming more sophisticated and demanding. Customer satisfaction is an essential business issue, as entrepreneurs have realized that favorable customer feedback is key for a long-term sustainable operation. Customers who have an excellent experience at a restaurant may recommend the restaurant to others, spread positive information, or become a loyal customer. The fast food industry has only recently developed in Mongolia and an increasing number of global fast food chains are now entering the market every year. The purpose of this paper is to examine and evaluate the factors affecting customer satisfaction, revisit intention, and likelihood of recommendation for Mongolian fast food restaurants, as well as a global fast food restaurant in Mongolia using the DINESERV scale. This study focuses on comparing directly competing food chains; only two brands were studied because of the limited fast food presence in Ulaanbaatar. Then, it aims to analyze how satisfaction levels influence a customer’s revisit intention and likelihood of recommending a restaurant. Furthermore, an in-depth analysis of the difference between local and global fast food brands is a key element that this paper analyzes. Moreover, this paper investigates how results can be different according to whether the respondent resides in Mongolia or Korea and discusses business implications. The results of this paper show that four factors (food quality, service quality, price, and atmosphere of a restaurant) positively influence customer satisfaction, revisit intention, and likelihood of recommendation for Mongolian and global fast food restaurants, and customer satisfaction has a positive influence on customer revisit intention and likelihood of recommendation for both types of restaurants. However, depending on whether it is a Mongolian fast food restaurant or a global fast food restaurant, the factors affecting customer satisfaction, revisit intention, and recommendation are different.
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Kwabena, Asare Evans, Kaodui Li, Osei-Assibey Mandella Bonsu, Obeng Belinda Faamaa, and Baah Alexander. "Effects of Social Media on Firm Performance and Customer Relations-Evidence from Ghana." Business and Economic Research 10, no. 1 (December 10, 2019): 101. http://dx.doi.org/10.5296/ber.v10i1.16013.
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The possibilities for companies to reach out more people to get in-depth understanding about brand, products, and services is through social media pages. We examined effects of social media on performance and customer relations of companies in Ghana. We obtained data from 390 respondents through structured questionnaires, and was analyzed with statistical package for social science (SPSS). The findings indicate increased awareness and usage of social media by companies in Ghana. However, customer’s desire for a products could be influence by company’s advertisement through social media post. We established that, managers are expectant with the use of social media enhancing customer’s relationship. Therefore, managers should modify their website to complement the social media strategies, identify the actions, wants and demands of customers to improve performance. We discussed several managerial recommendations.
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Bin Shahriar, Shamsul Huq, Sayed Arafat, Md Fayjullah Khan, and Mahbub Ul Islam. "Service Recovery Strategies versus Customers’ Expectations, Race for Sustainability: a Qualitative Study on Micro Brands." Marketing – from Information to Decision Journal 1, no. 2 (December 1, 2018): 42–53. http://dx.doi.org/10.2478/midj-2018-0009.
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Abstract Purpose of the research is to investigate service recovery strategies in case of small restaurant brands, customer perception regarding these strategies and their expectations intensely. As the study is qualitative and exploratory in nature, data were collected via in-depth interviews from duo perspective; i.e. service providers’ and customers’ perspective. The results showed that even though the managements are very cautious as regards the service recovery strategies, and customers’ complaints, but sometimes even common service recovery actions fall below the customers’ anticipations. On the other hand, restaurant those are somehow innovative with their recovery strategies; i.e. designed with a clear understanding of customers’ needs, involving customers with the recovery strategies, empowering the service staffs, emphasizing on continuous improvement and customer engagement are getting more responses in case of customer satisfaction, loyalty; and finally, ensures firms sustainability in competitive market as well.
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Kumar Madupalli, Ramana, and Amit Poddar. "Problematic customers and customer service employee retaliation." Journal of Services Marketing 28, no. 3 (May 6, 2014): 244–55. http://dx.doi.org/10.1108/jsm-02-2013-0040.
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Purpose – The purpose of this paper is to examine the effects of problematic customer behaviors on customer service employee (CSE) attitudes and subsequent retaliation toward customers. Design/methodology/approach – Data from five semi-structured in-depth interviews and a structured survey with 434 responses are used to develop and test the theoretical model. CSEs working in different call center companies serving American and European customers were approached using an established survey panel. Findings – Results using partial least squares methodology showed that problematic customer behaviors have significant effects on emotional dissonance and drain CSEs emotionally. Negative emotional reactions are positively impacted by higher emotional dissonance and exhaustion levels and, subsequently, lead to higher employees’ retaliation. Research limitations/implications – For implications, this study provides an understanding of the relationship between problematic customer behaviors and CSEs’ retaliation. Future researchers can utilize the findings to investigate employee retaliation in other marketing employees. Limitation was use of cross-sectional data. Practical implications – This paper provides call center managers with an understanding of the effects of problematic customer behaviors on employee attitudes. It discusses the need for understanding problematic customers and ways to manage the effects of such experiences. This research helps call center and customer service managers recognize the existence of problematic customer behaviors and retaliation of employees, and different levels of antecedents to such employee responses. Originality/value – The study investigates an under-researched phenomenon, problematic customer behaviors. It provides evidence of relationship between problematic customer behaviors and CSE retaliation. This study is one of the few to investigate employee retaliation in services.
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AL-Farsi, Fahd, and Abdullah Basahel. "SEQUENCE OF ELECTRONIC SERVICE QUALITY ON CUSTOMER SATISFACTION." International Journal for Innovation Education and Research 2, no. 3 (March 31, 2014): 10–24. http://dx.doi.org/10.31686/ijier.vol2.iss3.152.
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This study investigates the impact of electronic service quality dimensions on customers’ satisfaction. Finding indicates that customers are satisfied in three dimensions: information, ease of use and security/privacy while they answer with “Neutral” for the other dimensions: design, reliability and interactivity/personalization which in turns did affect the overall satisfaction. Furthermore, the recommendations of this research were as follows: Organization should give more attention to its e-service quality especially in the three dimensions which did not meet its customer’s expectation which are: interactivity/personalization, design and reliability. However, as the users become more mature, they know exactly what they expect to be e-service quality factors. Therefore, It will be valuable to find out the solutions to reduce failures in firm electronic service quality and fill the gap between what is perceived by the customers view through in depth qualitative inquiry. The solution will include the integration of internal functional departments and external integrations of channel. Nowadays, called customer relationship management (CRM) and supply chain management have become the main factors.
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Li, Zhen, Shun Sheng Guo, Ying Song Yuan, and Li Bo Sun. "Ontology Representation of Online Shopping Customers Knowledge in Enterprise Information." Applied Mechanics and Materials 483 (December 2013): 603–6. http://dx.doi.org/10.4028/www.scientific.net/amm.483.603.
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The online shopping has become a regular way of shopping, enterprises should conduct in-depth mining of online shopping customers knowledge, and build customer knowledge base, so as to better meet customers needs. This paper constructs online shopping customers knowledge ontology model, and studies the knowledge representation based on the protégé environment.
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Tseng, Shu-Mei, and Pin-Hong Wu. "The impact of customer knowledge and customer relationship management on service quality." International Journal of Quality and Service Sciences 6, no. 1 (March 11, 2014): 77–96. http://dx.doi.org/10.1108/ijqss-08-2012-0014.
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Purpose – Enterprises realize that customers are their most important asset and recognize that a high level of customer satisfaction can only be achieved by enhancing service quality. Thus, how enterprises acquire customer knowledge by which to initiate and maintain customer relationships, as well as to enhance service quality has become an important issue. The paper aims to discuss these issues. Design/methodology/approach – This study uses a questionnaire and statistical analytical techniques to explore the impact of customer knowledge and customer relationship management (CRM) on service quality. Findings – The results indicated that customer knowledge has a positive influence on service quality and CRM is the partial intervening variable between customer knowledge and service quality. That is, customer knowledge enhances the CRM, while CRM, in turn, increases service quality and provides competitive advantages. Research limitations/implications – This research explored the impact of customer knowledge and CRM on service quality based on the company's perception and there was no validation on the customers' perception of the company. Therefore, it is suggested that future research should involve company staff, current customers, and latent customers to strengthen the triangulation. Practical implications – The results found that customer knowledge is indeed an important source of competitive advantage. Hence, enterprises should acquire valuable customer knowledge in order to enhance the relationship with customers, as well as enhance their service quality. Originality/value – There is still little related literature investigating the relationships amongst customer knowledge, CRM, and service quality. Hence, this study applies questionnaire methods as the main research tools in order to conduct an in-depth investigation into the influence of customer knowledge and CRM on service quality. Furthermore, this research is expected to provide enterprises with valuable suggestions for management practices.
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S, KUMAR, and VARADARAJ S. "A study on customer perception & product quality of organized retail outlets with special reference to pothys in madurai." Journal of Management and Science 1, no. 1 (June 30, 2013): 153–62. http://dx.doi.org/10.26524/jms.2013.21.
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The purpose of this study is to identify the customer perception and product quality of apparel consumer in apparel product categories, in the context of the evolving organized retail industry in India. With the help of customer perception of retail outlets increase their sale and provide total customer satisfaction. These Retail Outlets increase the India as well as in all over the world. The term customer perception refers to the perception that customers display in searching forpurchasing, using, evaluating and disposing of products and services that they will expect will satisfy their needs. The paper attempts to correlate the distinct store features as perceived by respondents with the true motivations of various customers in perception and product quality of organized outlets. In the process it provides insight of various attributes influencing the customer of an average Indian customer. The sample size used in the study consists of 100 respondents of apparel retail outlets. The study conducted is analytic in nature aimed at finding out the customer perception and product quality of apparel retail outlets. The conclusion of the study was that the suggestions were the increase after having analysed interpreted the findings. It is concluded that customer perception and product quality of retail outlets play a significant role to enhance the perception with customers and provide total customer satisfaction. It signifies that several factors, then after set hypothesis to accept and reject hypothesis. The study for future study is that is to feel up form with customers sensuously and takeinterview of customer, who walking in the shop floor of Retail Outlet. And to know in-depth psychology and perception of customers, it will give better result for study.
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Paul, Soumi, Paola Peretti, and Saroj Kumar Datta. "Change of Attitude, Technology and Practice: Identifying the Change for Increased Value Creation with Customer Co-creation." Transnational Marketing Journal 5, no. 1 (May 18, 2017): 70–82. http://dx.doi.org/10.33182/tmj.v5i1.388.
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Building customer relationships and customer equity is the prime concern in today’s business decisions. The emergence of internet, especially social media like Facebook and Twitter, changed traditional marketing thought to a great extent. The importance of customer orientation is reflected in the axiom, “The customer is the king”. A good number of organizations are engaging customers in their new product development activities via social media platforms. Co-creation, a new perspective in which customers are active co-creators of the products they buy and use, is currently challenging the traditional paradigm. The concept of co-creation involving the customer’s knowledge, creativity and judgment to generate value is considered not only an upcoming trend that introduces new products or services but also fitting their need and increasing value for money. Knowledge and innovation are inseparable. Knowledge management competencies and capacities are essential to any organization that aspires to be distinguished and innovative. The present work is an attempt to identify the change in value creation procedure along with one area of business, where co-creation can return significant dividends. It is on extending the brand or brand category through brand extension or line extension. This article, through an in depth literature review analysis, identifies the changes in every perspective of this paradigm shift and it presents a conceptual model of company-customer-brand-based co-creation activity via social media. The main objective is offering an agenda for future research of this emerging trend and ensuring the way to move from theory to practice. The paper acts as a proposal; it allows the organization to go for this change in a large scale and obtain early feedback on the idea presented.
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Liu, Annie, Mark Leach, and Richa Chugh. "A sales process framework to regain B2B customers." Journal of Business & Industrial Marketing 30, no. 8 (October 5, 2015): 906–14. http://dx.doi.org/10.1108/jbim-02-2014-0026.
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Purpose – The purpose of this study is to develop a sales process framework to facilitate business-to-business (B2B) customer reacquisition. A comprehensive CRM process needs to include reacquisition strategies. Yet, very few firms have formal procedures to guide reacquisition efforts. This gap in the sales process reflects the relatively sparse literature on B2B customer reacquisition models. The present research intends to fill this gap and creates a sales process model to guide salespeople to regain B2B lost customers. Design/methodology/approach – Using critical incident technique (CIT), this study conducted in-depth interviews with 54 B2B salespeople. Each salesperson reported one successful and one unsuccessful reacquisition incidents. A total of 108 critical incidents were collected for analysis. Findings – A four-step sales process model to regain B2B customers was developed and empirically supported, including: Segment lost customers; Assess reasons for loss; Develop reacquisition activities; and Implement reacquisition strategies. Research limitations/implications – This study is qualitative and exploratory in nature; future research should develop dyadic surveys to validate the results. Practical implications – This four-step reacquisition process allows sales firms to identify essential elements and establish protocols/policies to train and motivate salespeople. The framework can facilitate salespeople develop problem-focused solutions to correctly diagnose the situation and effectively re-negotiate with defected customers. Thus, this process may help reduce inefficiency in the reacquisition process and increase reacquisition ratios. Social implications – By considering justice/fairness from customer’s perspective, sales firm may properly recover lost business relationship, and do so in ways that are considered both just and ethical. Originality/value – This is one of the first studies to examine the reacquisition of lost B2B customers. It expands on the traditional sales process to include four steps that enable a sales reacquisition process.
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Ma, Zhanyou, Yalin Guo, Pengcheng Wang, and Yumei Hou. "The Geo/Geo/1+1 Queueing System with Negative Customers." Mathematical Problems in Engineering 2013 (2013): 1–8. http://dx.doi.org/10.1155/2013/182497.
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We study a Geo/Geo/1+1 queueing system with geometrical arrivals of both positive and negative customers in which killing strategies considered are removal of customers at the head (RCH) and removal of customers at the end (RCE). Using quasi-birth-death (QBD) process and matrix-geometric solution method, we obtain the stationary distribution of the queue length, the average waiting time of a new arrival customer, and the probabilities of servers in busy or idle period, respectively. Finally, we analyze the effect of some related parameters on the system performance measures.
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Peeroo, Swaleha, Martin Samy, and Brian Jones. "Facebook: a blessing or a curse for grocery stores?" International Journal of Retail & Distribution Management 45, no. 12 (December 11, 2017): 1242–59. http://dx.doi.org/10.1108/ijrdm-12-2016-0234.
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Purpose Increasingly businesses are using Facebook to communicate and engage their customers. However, there is a dearth of research as to why and how customers interact with businesses on social media in the grocery sector. Therefore, the purpose of this paper is to explore the roles played by online brand communities and social customers in the creation as well as the destruction of value. Design/methodology/approach Netnography was adopted as an approach to gain insight into the various ways customers engage with grocery stores on their official Facebook pages. Messages posted on Tesco’s and Wal Mart’s Facebook pages are thematically analysed and critical discussion is linked back to the extant contemporary debate on social media. Findings This study shows that customers respond to company posts for the following reasons: to communicate with the stores, to converse with other customers, to express their emotions, to share their experiences as employees of the stores with customers and to share their positive or negative actions with members of the online communities. Research limitations/implications This study further highlights the role of social media in the co-creation and co-destruction of customer, consumer and supermarket value and builds contemporary theory and informs practice. Practical implications Retailers should use social media to enrich the customer experience by encouraging customer engagement, co-creation of value and responding efficiently to customer needs in real time. Originality/value This paper contributes to knowledge by uncovering the various ways customers react with the business. The social customer is both a curse and a blessing to Tesco and Walmart as they can create or destroy value for the business.
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Timokhina, Galina, Lyubov Prokopova, Yuri Gribanov, Stanislav Zaitsev, Natalia Ivashkova, Roman Sidorchuk, Irina Skorobogatykh, Anatoly Shishkin, and Zhanna Musatova. "Digital Customer Experience Mapping in Russian Premium Banking." Economies 9, no. 3 (August 5, 2021): 108. http://dx.doi.org/10.3390/economies9030108.
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The purpose of this study is to identify, in an era of extensive digitalization, the major opportunities and threats that influence the experiences of digital premium banking customers at key stages of their banking interactions. This study’s conceptual research model combines the content of online questionnaires, completed by a representative sample of 3629 customers, in-depth interviews with heads of premium banking departments, and an audit of customer experiences conducted via Mystery Shopping in 13 Russian banks. The authors formulate four research hypotheses, substantiated by the empirical data and highlight key barriers preventing premium banks from effective digital interactions with their customers. Key opportunities for improving customer experiences are also identified. The theoretical contribution of the research includes the adaptation of an axiological approach to studying digital customers in premium banking. Practical contributions include the Premium Digital Customer Experience Map, designed by the authors as a ready-made tool for planning and improving premium banking services and a tool for performance comparison between competing banks. This study also discusses the authors’ definition of a “digital customer”. It presents a new approach to the Mystery Shopping methodology, including the recruitment of Mystery Shoppers following the three premium banking customer portraits: “saver”, “spender”, and “saver–spender”.
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Närvänen, Elina, Hannu Kuusela, Heli Paavola, and Noora Sirola. "A meaning-based framework for customer loyalty." International Journal of Retail & Distribution Management 48, no. 8 (May 29, 2020): 825–43. http://dx.doi.org/10.1108/ijrdm-05-2019-0153.
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PurposeThis paper's purpose is to develop a meaning-based framework for customer loyalty by examining how consumers make sense of customer loyalty through meanings and metaphors.Design/methodology/approachA qualitative study based on in-depth interviews and focus group data in the retail context was conducted with Finnish customers. The data were analysed with qualitative data analysis techniques such as the constant comparative technique.FindingsThe empirical findings comprise eight loyalty meanings characterised by two dimensions. The first dimension is reflexive vs. routinised, and the second dimension is private vs. social. The loyalty types are dimensionalised through four metaphors: loyalty as freedom of choice; as being conventional and binding; and as belongingness.Practical implicationsThe findings improve the way customer loyalty currently is understood in the retail setting. The paper proposes that customer insight that utilises thick data can be used to grasp loyalty meanings. These data are rich in context and detail, and they take into account customers' everyday lives. Utilising thick data in the form of storytelling fuels customers' meaning-making related to customer loyalty, potentially enriching their relationship with the retailer.Originality/valueCustomer loyalty has been driven largely by a transactional and company-centric perspective. This article presents an alternative view of customer loyalty that accounts for the variety of meanings that customers may assign to their loyalty-related thoughts and behaviours.
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Harba, Jacqueline-Nathalie. "New approaches to customer experience: where disruptive technological innovation meets luxury fashion." Proceedings of the International Conference on Business Excellence 13, no. 1 (May 1, 2019): 740–58. http://dx.doi.org/10.2478/picbe-2019-0066.
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Abstract Consumer behavior is shifting radically with the rise of e-commerce and new technologies. As a result, luxury retailers are forced to embrace a variety of technologies to keep their customers engaged. How do brands captivate shoppers and provide the customer experience that will satisfy their desires? Through dissemination of literature and case studies on examples from the industry, this paper presents a detailed discussion on the new approaches to customer experience in the luxury fashion industry, in the context of a modern economy that is highly shaped by disruptive technological innovations. The discussion includes two detailed case studies, focusing on two key themes that define contemporary customer expectations: the story – discussing customer’s desire to be immersed in the narratives behind catwalk collections, and the experience – discussing the use of technology to create a unique retail space through the use of online and mobile specific technologies. The first case study focuses on how new technologies provide brands with new opportunities to present their products through narratives. Using famous luxury retailers Dior, Givenchy and Prada as examples, the case study provides a detailed discussion on the use of virtual reality and augmented reality as tools that enable customers to project themselves into the story behind a catwalk show and become active characters in the narrative, through the use of technological devices. The second case study focuses on the importance of merging the online and the traditional brick-and-mortar store. “The Store of the Future”, by luxury retailer Farfetch is used as an example of how retailers make use of high-tech equipment, virtual reality and augmented reality not only to create a tech-powered interactive experience that will intrigue customers, but also to improve retail productivity by capturing customer data. The study adopts a qualitative research method to evaluate the validity of the concepts discussed in the Literature Review, using a sample of three in-depth interviews with industry experts, focusing on the use of technology to improve customer experience in physical retail spaces. Based on previously published research, it is estimated that the primary research will indicate that it is not the use of technology that drives the customer experience, but customer expectations that determine the adoption and adaptation of disruptive technologies to satisfy the shoppers’ requirements.
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Bharti, Kumkum, Rajat Agrawal, and Vinay Sharma. "What drives the customer of world's largest market to participate in value co-creation?" Marketing Intelligence & Planning 32, no. 4 (May 27, 2014): 413–35. http://dx.doi.org/10.1108/mip-07-2013-0111.
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Purpose – The purpose of this paper is to explore the drivers of customer participation for value co-creation among bottom of the pyramid (BOP) customers. In addition, the difference, if exists, between the perception of customer and marketers belongs to this segment about the drivers of customer participation is also studied. Design/methodology/approach – Qualitative study has been conducted to investigate the drivers of customer participation for value co-creation in BOP market. Data collection are done through in-depth interviews from BOP customers and marketers. Spearman rank correlation is used to find out the relationship between the BOP customers and marketers responses. Findings – The findings enrich understanding of value co-creation in the BOP market by suggesting the various drivers that instigate BOP consumers to participate in value co-creation activities. The study also shows a strong relationship between the customers and marketers perspective on what drives BOP customers to participate in value co-creation. Research limitations/implications – The study is conducted qualitatively hence results cannot be generalized. The sample used for data collection is limited to one state of India. Practical implications – Twenty-seven factors are identified that an organization can leverage or develop to successfully practice value co-creation in the BOP markets. Originality\value – The paper provides a comprehensive view to help organizations manage value co-creation through customer participation in BOP market. According to author's knowledge, no prior study in BOP as well as on value co-creation literature discusses empirically the drivers of customer participation in value co-creation.
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Hazée, Simon, Yves Van Vaerenbergh, Cécile Delcourt, and Sertan Kabadayi. "Service delivery system design for risk management in sharing-based product service systems: a customer-oriented approach." International Journal of Operations & Production Management 40, no. 4 (April 6, 2020): 459–79. http://dx.doi.org/10.1108/ijopm-08-2019-0581.
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PurposeOrganizations increasingly develop and offer sharing services enabled by means of product-service systems (PSS). However, organizations offering sharing-based PSS face a unique set of design challenges and operational risks. The purpose of this paper is to provide researchers and practitioners with customer-based insights into service delivery system design and risk management for sharing-based PSS operational success.Design/methodology/approachThis qualitative study combines in-depth interviews with supplementary, multidisciplinary literature and secondary firm data. In total, the authors conducted 56 semi-structured interviews with diverse customers across different business-to-customer (B2C) PSS settings.FindingsFirst, the authors develop an integrative conceptual framework that reveals what structural and infrastructural design choices customer expect organizations to make for mitigating risks and enhancing customer-perceived value in the sharing economy. These design choices may influence customers' trust and control perceptions in all actors involved in the service delivery system. Second, the results suggest that sharing value proposition, customer-perceived level of consequentiality and level of customer-supplied resources are contingency factors that need to be considered when making design decisions for risk management in the sharing economy.Originality/valueThis study extends Sampson's Unified Service Theory by proposing that, with sharing-based PSS, production flows from customers to customers. This situation creates unique challenges for operations management. This paper extends current understanding of the role, characteristics and contingencies of service delivery system design for risk management in the sharing economy. In doing so, authors challenge common wisdom and suggest understanding both the organizational and customers' individual contexts is critical for (contingency) theory and practice.
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Pandey, Sneha, and Divesh Kumar. "Customer-to-customer value co-creation in different service settings." Qualitative Market Research: An International Journal 23, no. 1 (January 13, 2020): 123–43. http://dx.doi.org/10.1108/qmr-09-2018-0106.
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Purpose This study aims to identify and classify the types of value stemming from cooperative creation of experience among customers present in various social and interaction-rich service settings, thus leading to customer–customer value co-creation. Design/methodology/approach This exploratory qualitative study uses phenomenological approach and involves ten semi-structured in-depth interviews conducted in different interaction-rich service settings. The interviews were analysed using soft laddering interview technique to uncover various customer-to-customer (C2C) co-created values. Findings Based upon the literature available and the interviews conducted, the types of value classified in this study are hedonic value (further classified as relational/social/interactional value, emotional value, epistemic/novelty/learning/information-seeking, personal value and symbolic/expressive value), atmospheric value and economic/utilitarian value (efficiency and quality). Research limitations/implications One of the major limitations would be the small number of interviews conducted in a few service setups, which makes it difficult to generalise the results. Also, customer–customer interactions, leading to value co-creation online, were not considered. Practical implications By facilitating C2C value co-creation, service firms would be able to obtain increased contributory support among customers and also facilitate its customers in providing superior customer experience indirectly to others present, which is considered to be the ultimate goal of a firm. Originality/value This would be among the first studies to classify the types of value taking place when customers interact among themselves and to provide concrete suggestions for the managers fostering C2C value co-creation during a service.
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Qureshi, M. J. H. "Muslim customs surrounding death." BMJ 310, no. 6980 (March 11, 1995): 669. http://dx.doi.org/10.1136/bmj.310.6980.669a.
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Long, Pham, and Phan Dien Vy. "Internet Banking Service Quality, Customer Satisfaction and Customer Loyalty." International Journal of Strategic Decision Sciences 7, no. 1 (January 2016): 1–17. http://dx.doi.org/10.4018/ijsds.2016010101.
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Service quality is one of the key factors in determining the success or failure of e-banking. To gain and sustain competitive advantages in the rival-driven e-banking market, it is thus crucial for e-banks to understand in-depth what customers perceive to be the key dimensions of service quality and what impacts the identified dimensions have on the customers' perceived overall service quality, satisfaction, and loyalty. This paper attempts, based on an extensive review of relevant literature, to provide a model integrating internet banking service quality dimensions, overall internet banking service quality, customer satisfaction and customer loyalty in the context of Vietnam - emerging as a new potential market. The findings of this study indicate that three dimensions of internet banking service quality namely online customer service quality, online information system quality and banking service product quality are found to be statistically significant in determining overall internet banking service quality. In addition, overall internet banking service quality has significant impact on customer satisfaction and in turn customer satisfaction has significant impact on customer loyalty. Implications and recommendations are discussed with the aim of improving internet banking services, customer satisfaction and customer loyalty.
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Ding, Heng, Qian Yuan Zhang, Yan Ping Wang, and Yan Jiang. "Data Warehousing and Data Mining Technology Implementation in Jpeen_CRM System Design." Applied Mechanics and Materials 610 (August 2014): 769–74. http://dx.doi.org/10.4028/www.scientific.net/amm.610.769.
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In this paper, on the basis of in-depth study of data warehouse, OLAP, data mining and other key technologies, according to the characteristics of the Jpeen customer relationship management (Jpeen_CRM), developed a Web-based customer relationship management system. First of all, research the demand for Jpeen company and create Jpeen_CRM data warehouse. Second, create the OLAP multidimensional cube which is applied to the analysis of customer transactions. Using the decision tree algorithm to create mining models for customers to choose glasses, and gives pruning optimize decision tree. Using decision tree to classify users and recommend them the hot products they prefer. Finally, realize the Jpeen_CRM on J2EE platform, provide a decision support for Jpeen company to better serve customers and make the company itself have the advantages in a competitive environment.
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Butt, Adnan, Meer Suroor, Salman Hameed, and Kashif Mehmood. "Managing Customers: Analyzing the Relationship between Customer Personality, Customer Satisfaction and Willingness to Create WOM." Journal of Entrepreneurship, Management, and Innovation 3, no. 2 (July 20, 2021): 305–30. http://dx.doi.org/10.52633/jemi.v3i2.79.
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The impact of personality traits on consumer behaviour is always an important concern for marketing researchers and practitioners. Using the theoretical lens of the OCEAN model, this paper explores the personality attributes as a set of stimuli that facilitate consumers satisfactory buying experience, resulting in a higher willingness to create word of mouth (WOM). The data was collected from consumers of different services through the convenience sampling method. The respondents were approached through different online platforms and data from 303 respondents was obtained through Google forms. 19 responses were found unsuitable for further use, so the remaining 284 appropriate questionnaires were analyzed through structural equation modelling using AMOS23. The study findings suggest that willingness to create WOM has a positive relationship with customer satisfaction, while customer satisfaction can be driven by extraversion, conscientiousness, and agreeableness attributes of consumers’ personalities. However, neuroticism and openness to experience showed an insignificant impact on customer satisfaction. The study findings guide marketing managers to consider the customer personality aspects mentioned in the OCEAN model to enhance customer satisfaction and try to obtain positive WOM from customers. This paper investigates the in-depth knowledge on the practicality of the OCEAN model concerning customer satisfaction coupled with customer willingness to create WOM.
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Addis, Michela. "Understanding the Customer Journey to Create Excellent Customer Experiences in Bookshops." International Journal of Marketing Studies 8, no. 4 (July 27, 2016): 20. http://dx.doi.org/10.5539/ijms.v8n4p20.
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<p>This study investigates the customer journey and identifies the drivers of excellent customer experience in bookshops. Five research methods—in-depth interview, focus group, participant observation, Zaltman metaphors elicitation technique, and collective stereographic photo essay—were run on eleven Italian bookshops involving more than 1 100 individuals overall. The contribution of this study is twofold. First, it illustrates the process to adopt when mapping the customer journey and analyzing the customer experience. Specifically, it proposes that customer experience can be deeply understood only via a broad research design involving several different profiles of participants, that are managers and booksellers, customers of different familiarity with bookshops (infrequent, frequent and loyal customers), people that were not familiar with the investigated bookshops but that have been invited on purpose, and people that have special interactions (café and events) with the bookshops. Second, results show three key aspects of the topic: (1) The customer experience world, based on rituals not on transactions; (2) The drivers of excellent customer experience in bookshops, which are customization, integration, and participation; (3) The complex role and broad competences of the ideal bookseller.</p>
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Wahib, Moh, and Hendra Dwi Prasetyo. "DISTINGUISHING LOYALTY AND CUSTOMER SATISFACTION OF XIAOMI SMARTPHONE IN YOUNG WORKERS SIDOARJO." Media Mahardhika 18, no. 2 (January 30, 2020): 192. http://dx.doi.org/10.29062/mahardika.v18i2.147.
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Photographing activities become the most activities carried out by customers and uploaded to social media in Indonesia and even in the world. Taking pictures of yourself or objects is a part of community life in Sidoarjo. In addition to following the right market trends, for companies to maintain customer satisfaction and loyalty. Satisfaction of the product will affect the customer in taking the next attitude. The customer is satisfied with a repeat purchase and will say good things about the product. Research conducted in the form of case studies on XIAOMI Smartphone users in Sidoarjo. This research is an in-depth study of one case or one unit and the conclusions in this study only apply to the case in question, so it cannot be used in other cases. The results in this study that there are differences in the level of customer satisfaction and loyalty of XIAOMI smartphone users by sex. Independent Samples t-test showed significant differences in customer satisfaction in males and females and showed significant differences in customer loyalty in males and females. The mean value indicates that female customer satisfaction and loyalty is higher than male customers.
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Cui, Ying Ying, and Christian Coenen. "Relationship value in outsourced FM services – value dimensions and drivers." Facilities 34, no. 1/2 (February 1, 2016): 43–68. http://dx.doi.org/10.1108/f-01-2014-0011.
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Purpose – The purpose of this study is to examine the relation between relationship value and relationship quality in the business relationship between customers and facility management (FM) suppliers. To investigate the relationship value in outsourced FM services, the customer’s perspective is used to identify the dimensions and drivers of relationship value. Design/methodology/approach – A three-stage research design was used. The first stage was a thorough literature review, followed by expert interviews with six senior managers from the customer side, together with workshop and discussion with FM academics. In the third stage, quantitative data were gathered in a survey of 60 senior managers whose companies outsourced FM services. Findings – Findings show that relationship value is an antecedent to relationship quality of the business relationship in the context of FM. In all, 9 dimensions and 34 drivers of relationship value were identified, and a framework of relationship value for FM was established and measured. The sacrifice dimension correlates positively with relationship value, which contrasts with previous studies of relationship value in the context of business markets. Research limitations/implications – A framework of relationship value has been established for further in-depth investigation. There are limitations related to the sampling procedure: qualitative research selected large-sized organizations; the relationship value was only studied within the customer–FM supplier dyad; and a static view of customers’ perceived value from the relationship with their FM suppliers. Practical implications – The study provides a set of value dimensions and drivers for customers to assess how a FM supplier adds value in a relationship, and for FM suppliers to improve their services. Originality/value – This research narrowed the gap in relationship-value studies in FM. The findings can contribute to traditional theory that customer value can be the add-on between benefits (“what you get”) and sacrifices (“what you give”), rather than just a trade-off between these two dimensions.
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Supardi, Frans, Adil Fadillah, and Lukmanul Hakim. "Pengaruh Komunitas Pengguna Terhadap Loyalitas Pelanggan Studi Kasus Pada Pengguna Sepeda Motor Honda Tiger." Jurnal Ilmiah Manajemen Kesatuan 1, no. 2 (August 24, 2013): 179–86. http://dx.doi.org/10.37641/jimkes.v1i2.265.
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Community is the right thing to deal with competitors, especially competitors that produce similar products. Through the community, the company will get the informations about complaints and consumer expectations.The community also can create emotional bonds and functional for their products, so customers will be customers who recommend products and company will defend the company's products even deaths (customer advocate). By utilizing a community, the company is expected to create customer loyalty that will impact on increasing sales volume and increased profits (earnings) of the company. Due to the company creates loyal customers is the primary mission to bring stability to earnings. If the company is able to create customer loyalty in its consumers, then it is likely to win the competition is open. Companies must be able to meet the anxieties and dreams of their customers to create customer loyalty, and the most minimal cost option is through the community.
This study aims to determine how the responses of honda tiger motorcycle users who are members of the community. To find out how the level of customer loyalty on the honda tiger motorcycle users. To find out how the community influences on customer loyalty Tiger Honda motorcycle products.
The results of the analysis of community influence on customer loyalty derived regression equation Y = 8.597 + 0.749 X, can be interpreted that, if the value is 1 then the community will increase customer loyalty by 0.749, or in other words it can be concluded that the loyalty of Honda motorcycles tiger at the moment is 8.597. the calculated value of the correlation coefficient of 0.687 is obtained which means that there is a significant relationship with the closeness of the relationship between the strong and positive community on customer loyalty. the results obtained from the coefficient of determination 0.472, which means that the community has a contribution of 47.2% in creating customer loyalty, and the rest is influenced by other factors.
Keywords: Customer Loyalty, Users Community
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Chen, Shiou Yu. "Types of Customer Emotional Blackmail Perceived by Frontline Service Employees." Social Behavior and Personality: an international journal 37, no. 7 (August 1, 2009): 895–903. http://dx.doi.org/10.2224/sbp.2009.37.7.895.
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The purpose of this investigation was to identify the types of customer in the financial service industry who adopt distinctive emotional blackmail styles toward frontline service employees to communicate their needs and desires. In-depth interviews and the Q methodology were employed to collect and analyze data. The Q methodology is especially good at clustering stimuli from subjective judgments to form a description of an indescribable object. Five types of customer with distinctive emotional blackmail styles emerged from this analysis; "Guanxiusing customer", "demanding customer", "fair-treatment requesting customer", "timepressure-using customer", and "threat-using customer". These findings indicate that social changes in services marketing have been occurring and provide researchers and practitioners with a new perspective to deal with new customers in the 21st century.
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Firdaus Adrutdin, Khairul, Azlan Ali, Sallaudin Hassan, Jimisiah Jaafar, Nur Syafiqah A Rahim, and Muhammad Imran Qureshi. "The Relationship between Knowledge for Customer and Service Quality on Customer Satisfaction: A Study on UniKL MITEC Student Services." International Journal of Engineering & Technology 7, no. 2.29 (May 22, 2018): 69. http://dx.doi.org/10.14419/ijet.v7i2.29.13132.
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Knowledge for customer roles (KC) in student services is essentially very much important since the linkage of knowledge creation, sharing, dissemination and acquisition would be the value created for the customers. One of the important elements of customer knowledge (CK) is knowledge for customer roles (KC) and it reflects on how the process of knowledge transfer and exchange are conducted for the benefits of customer satisfaction (CS). This study aims to discuss on the relationship of knowledge for customer roles (KC) and service quality dimensions (SQ) on customer satisfaction (CS) in student services environment. In depth study on the customer knowledge (CK) dimension will be conducted in order to identify the level of knowledge of customers on student services and how the process of knowledge transfer and exchange are taking place. The study of service quality dimensions (SQ) in the student services is also conducted in order to identify the element of knowledge transfer and exchange that resides in the service quality RATER dimensions and how it relates to the knowledge for customer roles (KC) and customer satisfaction (CS). In conclusion, the construct of knowledge for customer roles (KC) relationship with the service quality dimensions (SQ) and customer satisfaction (CS) is critically assessed and the empirical studies are to be examined so as to assess on the obtained relationships.
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Wasan, Pratibha. "Predicting customer experience and discretionary behaviors of bank customers in India." International Journal of Bank Marketing 36, no. 4 (May 21, 2018): 701–25. http://dx.doi.org/10.1108/ijbm-06-2017-0121.
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Purpose Banks in India are underperforming on customer-centric measures. The existing mechanisms used by Indian banks for evaluating their customer interface are efficiency measures which are limited in deciphering bank’s success in fulfilling customer needs. The purpose of this paper is to build a case for banks to evaluate their processes on the dimension of customer experience (CE). Design/methodology/approach The study performs in-depth review of literature to identify the factors of CE and uses confirmatory factor analysis to confirm these factors in Indian retail banking context. Post factor confirmation, it uses discriminant analysis to test the predictive strength of the CE factors for discretionary behaviors of customers. Findings CE factors are categorized as functional clues (convenience and credibility), humanic clues (employee competence and compassion) and mechanic clues (service context). The study finds that the functional clues are the most significant predictors of customers’ discretionary behaviors followed by humanic clues while the mechanic clues are only hygiene factors for customer behaviors. Practical implications The study highlights CE factors which could be developed into potential competitive advantages for banks. Banks can prioritize their investments in these factors for improved economic performance. Originality/value There is no clear definition of CE in the extant literature particularly, in the context of retail banking. A factor-level study of CE for discretionary behaviors of bank customers is an attempt to provide specific inputs to those banks which are looking forward to use CE as a means to win and retain customers in markets characterized by intense competition.
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Mohapeloa, Tshidi. "Effects of silo mentality on corporate ITC’s business model." Proceedings of the International Conference on Business Excellence 11, no. 1 (July 1, 2017): 1009–19. http://dx.doi.org/10.1515/picbe-2017-0105.
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Abstract Background & orientation: The existence of silo mentality has direct effect on the business model used by any ITC company. Its contribution slows service delivery whilst increasing customer’s despondency. However mitigation could help overcome barriers within divisions, improve customer experience and increase productivity. But when different units as components of a company fail to integrate, collaborate and work together to achieve a common objective goal, not only are performances affected but also operations at all levels. A business model canvas can help determine how a company intends to create value for customers whilst it makes money. Thus deliverance of an effective value proposition for efficient customer needs, can be affected through silos. Purpose: This study explore the effects of silo mentality within an ITC company (at organisational level) using the 9 elements of the business model canvas as framework. Methodology and research questions: As an exploratory study qualitative methods were used where in-depth interview questions looked at how silo mentality within the organisation affects the core business model elements and why. Twelve participants were selected from an enterprise business unit through a convenience sampling method. Content analysis helped with the development of core themes that looked at the how silos affect each element (process) and why (meaning). Findings: Silo mentality affects not only the individuals but team, products, value proposition, relations with partners, customers, stakeholders. Thus undermines internal capabilities and key resources. Absence of teamwork within the divisions leads to conflicts which delays achievements of common goals. Bottlenecks affect inter-divisional progress and relations, customer output and relations and compromise the quality of service. Implications: Silo mentality is a bottleneck that not only weakens firms’ capabilities and growth potential but destroys any value created by the firm.
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Yu, Tsu-Wei, and Lu-Ming Tseng. "The role of salespeople in developing life insurance customer loyalty." International Journal of Retail & Distribution Management 44, no. 1 (January 11, 2016): 22–37. http://dx.doi.org/10.1108/ijrdm-06-2014-0074.
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Purpose – The purpose of this paper is to closely investigate the antecedents affecting relationship quality and its consequences between life insurers and their customers. Design/methodology/approach – Data were collected from the customers of life insurers’ customer relationship management centres and were analysed using in-depth interviews and questionnaires. A structural equation modelling approach is employed to test the hypotheses. Findings – The findings are generally consistent with the literature. This study supports all hypotheses. Finally, the findings of this study confirm that relationship quality mediates the effects of salesperson characteristics and relational selling behaviour on customer loyalty. Originality/value – To the authors knowledge, there is little published research that examines antecedents and consequences of relationship quality in life insurance industry in Taiwan. Therefore, in addition to developing high-quality services, life insurers need to establish and maintain long-term relationships with customers in order to create corporate innovation value.
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Charla Griffy-Brown, Mark Chun, and Harvey Koeppel. "Using Customer-Facing Technology to Create New Business Value: Insight From the Public and Private Sector into the Changing Value Equation." Journal of Technology Management for Growing Economies 2, no. 2 (October 25, 2011): 21–33. http://dx.doi.org/10.15415/jtmge.2011.22008.
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The objective of this research was to address two main questions regarding self-service and the changing value equation: Has the self-service value equation changed in the current downturn? How can organizations leverage information systems and customer facing technology to create new value for customers and even attract more customers? Qualitative data collection and analysis of in depth interviews of public and private sector organizations in the US and Australia were conducted from 2007-2010. To ensure accuracy and to promote triangulation, notes from interviews were transcribed, reviewed and verified by key actors in order to increase the reliability of the study (Yin, 1994). The data was coded following the methods described by Yin (1994) and Miles and Huberman (1984). Nvivo software was used for this analysis. Some organizations within the public and private sectors are surviving the economic downturn by leveraging technology to do “more with less” in order to deliver better services to customers. This has been achieved by identifying what costumers value most in order to ensure loyalty: choice, control and convenience. These organizations are particularly focusing on “customer loyalty” and “customer delight” as metrics for success. Many organizations both public and private are struggling with the challenge of identifying value, coupling that with technology strategy and delivering value. This case research provides policy makers and business practitioners with practical insight into value creation for customers or citizens using customer-facing technology.
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Kurniawan, Adji Candra, and Niniet I. Arvitrida. "An agent-based simulation for a trade-off between frequency and depth in retail price promotion strategy." Management & Marketing. Challenges for the Knowledge Society 16, no. 1 (March 1, 2021): 1–12. http://dx.doi.org/10.2478/mmcks-2021-0001.
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Abstract A good pricing strategy helps retailers generate profits, increase sales, and set a strategic position in the market. However, the interactions between retailers and customers add complexity to retailer pricing decisions. This study aims to model retail pricing complexity and analyse retail pricing strategies using an agent-based simulation approach. Two types of agents are modelled: customers and retailers. Customer buying decisions are influenced by several customer preferences factors, while product prices are set according to the retailer’s promotion strategy. The promotion is applied based on the frequency and depth of the price cut. A functional product market is considered in this simulation, representing daily necessities that are purchased regularly, such as foodstuffs and toiletries. The results show that the limited rationality and interactions of each agent drive the unique behaviour of the system, and that each pricing strategy has a different impact on retailer profit and market share. This study provides insights into pricing decision strategies related to price promotion.
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Priscila Rajah Davarajah, Syriac Nellikunnel Devasia, Hanim Norza Baba, Hanim Norza Baba, Maria Josephine Williams, and Parameswaran Subramanian. "Opd Service Quality And Satisfaction: A Case Study Of A Private Hospital In Malaysia." GIS Business 15, no. 1 (January 17, 2020): 31–46. http://dx.doi.org/10.26643/gis.v15i1.17718.
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This study is to find out the customer satisfaction in the context of outpatient department services in a private hospital in Klang Valley. SERVPERF model is used to understand the depth of service quality in outpatient departments. The quantitative data is analysed using SPSS statistical tools analyse customer satisfaction in relation to the five dimensional aspects of the service quality in private hospital, namely; tangibility, reliability, responsiveness, assurance and empathy. The findings and conclusion of the study serves as guideline to the researchers and managers to design a strategic plan with an improved outpatient department services to satisfy customers’ demands. The limitations of this study is that it covers only the outpatient customers and does not cover all the private hospitals in Malaysia.
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Kim, Jinju, Seyoung Park, and Harrison Kim. "ANALYSIS OF CUSTOMER SENTIMENT ON PRODUCT FEATURES AFTER THE OUTBREAK OF CORONAVIRUS DISEASE (COVID-19) BASED ON ONLINE REVIEWS." Proceedings of the Design Society 1 (July 27, 2021): 457–66. http://dx.doi.org/10.1017/pds.2021.46.
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AbstractThe outbreak of the coronavirus disease not only caused many deaths worldwide but also severely affected the development of the global economy, such as supply chain disruptions, plummeted demand, unemployment, etc. These social changes have led to changes in customers' purchasing patterns. Therefore, it is more important than ever for manufacturers to quickly identify and respond to changing customer purchasing patterns and requirements. However, few studies have been done on dynamic changes in customer preferences for product features following COVID-19 spread. This study aims to investigate the dynamic change of customer sentiment on product features following COVID-19 through sentiment analysis based on online reviews. The proposed methodology consists of two main processes: feature extraction and sentiment analysis. After finding a specific feature of the product through feature extraction, the words used to mention the feature in the review were analyzed for sentiment analysis of customers. To demonstrate the methodology, a case study is conducted using new and refurbished smartphone reviews to investigate the dynamic changes in customer sentiment during COVID-19.