Bibliografie tematiche / Customer

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Letteratura scientifica selezionata sul tema "Customer"

Autore: Grafiati
Pubblicato: 4 giugno 2021
Ultima modifica: 9 giugno 2025

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Articoli di riviste sul tema "Customer"

1

Santari, Ni Putu Nita, I. Wayan Suartina, and I. Made Astrama. "Pengaruh Customer Relationship Management dan Kepuasan terhadap Loyalitas Nasabah LPD Desa Adat Anggungan di Badung." Widya Amrita 1, no. 1 (January 20, 2021): 381–93. http://dx.doi.org/10.32795/widyaamrita.v1i1.1187.

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Abstract (sommario):
The LPD is a village economic institution that is used to collect and distribute funds in general as well as a source of development financing in almost all parts of customary village areas in Bali. Savings customers are the top priority of the LPD in the customary village of Anggungan to create Loyalty. In creating customer satisfaction and loyalty, the LPD in the customary village of Anggungan is required to implement a good and appropriate strategy, namely Customer Relationship Management (CRM) to increase customer satisfaction and loyalty. The purpose of this study to analyze the effect partially and simultaneously between Customer Relationship Management (CRM) and satisfaction on customer loyalty savings. The population in this study were 1,958 savings customers. The sample was determined based on the Slovin formula with the results obtained by 95 respondents. The results of data analysis indicate that Customer Relationship Management (CRM) and satisfaction simultaneously have a positive and significant effect on customer loyalty. Increasingly improving information technology strategies, namely Customer Relationship Management (CRM) in order to increase customer satisfaction and loyalty savings.
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2

Aityassine, Fatima Lahcen Yachou. "Customer satisfaction, customer delight, customer retention and customer loyalty: Borderlines and insights." Uncertain Supply Chain Management 10, no. 3 (2022): 895–904. http://dx.doi.org/10.5267/j.uscm.2022.3.005.

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Abstract (sommario):
The aim of this study is to investigate the effects of customer satisfaction and customer delight on customer loyalty through customer retention. Data were collected using a questionnaire developed based on the literature and administered to a sample of restaurant customers consisting of 376 customers. Using IBM SPSS and AMOS software for data analyses, the results indicate that customer retention had a perfect mediating role in the effect of customer satisfaction on customer loyalty and a partial mediating role in the effect of customer delight on customer loyalty. The study provided several contributions. A key contribution to researchers is that the effect of customer satisfaction on other variables, particularly customer loyalty should be assessed in terms of its direct and indirect effects. A basic contribution to managers is that both satisfied and delighted customers have potential intentions to defect, hence, retaining customers is a crucial step to ensure loyalty. Delighted customers are more likely to be retained and retained customers are ready to be loyal customers.
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3

Wardana, Miko Andi. "PENGARUH PERTIMBANGAN, PENGETAHUAN, SIKAP NASABAH TERHADAP KEPUTUSAN NASABAH MEMILIH PRODUK BANK SYARIAH DI KOTA DENPASAR." Forum Manajemen 14, no. 1 (July 1, 2017): 79–88. http://dx.doi.org/10.61938/fm.v14i1.128.

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Abstract (sommario):
The impact of customer knowledge and customer consideration to thecustomer’s decision to choose products Islamic banks through customer attitudesas an intervening variable. From the preliminary data of empirical research showsthere is a phenomenon with respect to customers of Islamic banks in Bali. Thepurpose of this study was to determine directly or indirectly influence the customerknowledge and consideration of consumers towards the customer’s decision to chooseproducts of Islamic banks in Denpasar through customer attitudes, this research isa quantitative research survey approach, with a sample of 100 respondents. The testinstrument by using validity and reliability test while the data used are primary andsecondary data. Analysis technique used is path analysis.From the analysis by using path analysis, calculation results obtained showedthat customer knowledge variables significantly influence customer attitudes withcoefficient Standarrdized 0.452 with probability t sig 0,000 or sig <0.05, customerconsideration variables significantly influence customer attitudes to the valueStandarrdized coefficient of 0.393 with a probability t sig 0,000 or sig <0.05,customer knowledge but tidah significant positive impact on the customer’s decisionStandarrdized coefficient of 0.067 with a probability t sig 0.496 or sig> 0.05, apositive influence customer consideration and significant impact on the customer’sdecision Standarrdized coefficient of 0.316 with a with probability t sig 0,001 orsig<0.05, customer attitude positive and significant impact on the customer’s decisionStandarrdized coefficient of 0.354 with a with probability t sig 0,002 or sig < 0.05.
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4

Ida Ayu Sadnyini and Ni Wayan Pariasih Cahyana. "Efforts to Resolve the Misuse of Customer Funds at The Village Credit Institution (VCI) of Sibang Kaja Customary Village." Sociological Jurisprudence Journal 5, no. 2 (July 30, 2022): 107–11. http://dx.doi.org/10.22225/scj.5.2.2022.107-111.

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Abstract (sommario):

 Village Credit Institution (VCI) of customary village/desa pekraman in Bali is a village-owned financial business entity that carries out business activities in the village and for krama desa. In this case, the authors conducted research on the VCI of Sibang Kaja Customary Village, Abiansemal District, Badung Regency, Bali Province. This research was conducted to determine and examine (1) the factors that cause customer funds cannot be disbursed at the VCI of Sibang Kaja Customary Village; (2) the efforts to resolve the misuse of customer funds at the VCI of Sibang Kaja Customary Village. This is empirical and juridical research, using the qualitative descriptive method and Aristotle’s theory of justice. This research used primary and secondary data. Data were obtained through in-depth interviews. Three factors that cause customer funds cannot be disbursed: (a) the VCI does not record the money deposited by customers in their passbooks; (b) customers deposit their money through VCI employees in charge of collecting money in the field, yet, the money is not deposited to the VCI, resulting in the customer suffering a loss; (c) non-fulfillment of customer rights. The effort to resolve the misuse of customer funds at the VCI of Sibang Kaja Customary Village is through deliberation/paruman of the customary village. The result of deliberation/paruman of the customary village is reconciliation between the customers of the VCI and the perpetrators. Sanctions given on the perpetrators are: managers and employees of the VCI who, in carrying out their duties, violate the provisions and cause harm to the VCI must: (a) provide compensation according to the losses incurred; (b) receive customary sanctions according to awig-awig and perarem; (c) receive sanctions according to the applicable law.
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5

Tu, Yu-Te, and Hsiao-Chien Chang . "Corporate Brand Image and Customer Satisfaction on Loyalty: An Empirical Study of Starbucks Coffee in Taiwan." Journal of Social and Development Sciences 3, no. 1 (January 15, 2012): 24–32. http://dx.doi.org/10.22610/jsds.v3i1.682.

Testo completo
Abstract (sommario):
Corporate image has been assessed as an important antecedent of customer satisfaction and loyalty. Corporate brand is vital because positive corporate brands help companies achieving higher performance, such as sales. Marketing exists to deliver more value to satisfy customers as well as build a long-term and mutually profitability relationship with customers. If a firm’s products or services do not satisfy or meet the customer’s needs and wants, all the strategies are insufficient. With loyal customers, companies can have higher market share and reduce the operating cost. An improvement of 5 percent in customer retention leads to an increase of 25 percent to 75 percent in profit. It costs more than five times as much to obtain a new customer than to keep an existing one. This initial study was from relevant literature, then set up research structure and hypotheses. Survey was employed, and respondents were from the customers of Starbucks Coffee in Taipei area. There were 199 usable questionnaires to analyze descriptive statistics, reliability, validity, and SEM model. The research found that corporate brand image significantly affects customer satisfaction and customer loyalty, and customer satisfaction has strong impact on customer loyalty for the sample. Therefore, firms have to specifically focus on these factors in order to build a long-term and mutually profitability relationship with a customer and create loyalty as competitive advantages in the market.
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6

Nelly, Nelly. "KOMPONEN MANAJEMEN JASA TERPADU TERHADAP KEPUASAN NASABAH TABUNGAN PADA PT. BANK DANAMON INDONESIA, TB CABANG MESJID LAMA PALEMBANG." Jurnal Ilmiah Ekonomi Global Masa Kini 7, no. 1 (July 14, 2016): 13–17. http://dx.doi.org/10.36982/jiegmk.v7i1.99.

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Abstract (sommario):
The study aimed to determine the components of integrated management services simultaneously and partially on customer satisfaction savings in PT Bank Danamon Indonesia, Tbk Palembang branch of the Mesjid Lama and to know the components of an integrated service management is a dominant influence on customer satisfaction savings. The study was conducted on customers of Bank Danamon branches of the Mesjid Lama special BDI Palembang active customers savings of up Desember 2015 as many as 93 customers using purposive sampling method. Data analysis techniques used were Linear Multiple Regression analysis. Test result show that components of integrated management services at the same cost savings affect customer satisfaction. Components of intergrated management service consisting of processes, productivity and quaility, promotion and education, physical evidence as well as pricing and other service costs a significant partial effect on customer satisfaction while saving variable products, places and other times, people do not have a significant partial savings in customer satisfaction. Components of physical evidence is the dominant factor affecting customer satisfaction savingsKeyword : Integrated Service Management Component, Customer Satisfaction
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7

Dewi, Liliana. "CUSTOMER LOYALTY, THROUGH CUSTOMER SATISFACTION IN CUSTOMERS PT. XYZ." JURNAL APLIKASI MANAJEMEN 18, no. 1 (March 1, 2020): 189–200. http://dx.doi.org/10.21776/ub.jam.2020.018.01.19.

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8

Dewi, Luh Komang Candra, Imade Hendra Saputra, Sourtua Marbun, and Luh Kadek Budi Martini. "The Influence of Service Quality and Customer Relationship Marketing on Customer Loyalty Using Trust as a Mediation Variable in the Village Credit Institution (LPD) of Customary Village." Journal of Digitainability, Realism & Mastery (DREAM) 2, no. 08 (August 31, 2023): 1–12. http://dx.doi.org/10.56982/dream.v2i08.146.

Testo completo
Abstract (sommario):
This study aims to determine the effect of service quality and customer relationship marketing on customer loyalty with trust as a mediating variable. This research was conducted at the Kerobokan Customary Village LPD. The population in this study were all customers of the Kerobokan Customary Village LPD with a total of 26,768 people. The sample is determined using the slovin formula with a total sample of 100 samples. Collecting data in this study using questionnaires with data analysis techniques is SEM-PLS. The results of this study indicate that 1. E-service quality has a positive effect on customer loyalty. 2. Customer relationship marketing has a positive and significant effect on customer loyalty. 3. Trust has a positive and significant effect on customer loyalty. 4. Service quality has a positive and significant effect on trust. 5. Customer relationship marketing has a positive and significant effect on trust. 6. Trust is able to mediate the effect of service quality on customer loyalty. 7.Trust is able to mediate the influence of customer relationship marketing on customer loyalty.
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9

Yu-TeTu, Yu-TeTu, and Tan-Kui Hsu . "The Impact of Brand Image and Customer Commitment on Loyalty: An Empirical Study of Automobile Sector." Information Management and Business Review 5, no. 4 (April 30, 2013): 181–93. http://dx.doi.org/10.22610/imbr.v5i4.1042.

Testo completo
Abstract (sommario):
Corporate brand image has been assessed as an important antecedent of customer commitment and loyalty. Corporate brands help companies achieving higher performance, such as sales. A poor brand image will lead to disaster, and lose customers. Marketing exists to deliver more value to satisfy customers as well as build a long-term and mutually profitability relationship with customers. If a firm’s products or services do not satisfy or meet the customer’s needs and wants, all the strategies are insufficient. With loyal customers, companies can have higher market share and reduce the operating cost. This initial study was from relevant literature, then set up research structure and hypotheses. Survey was employed, and respondents were collected from automobile sector in Taiwan. There were 170 usable questionnaires to analyze normality, convergent and discriminant validities, and SEM model by PASW 18 and AMOS 18.0. The research found that corporate brand image significantly affects customer commitment and loyalty, and customer commitment has strong impact on customer loyalty for the sample. Therefore, firms need to specifically focus on a long-term and mutually profitability relationship with a customer and create loyalty as competitive advantages in the markets.
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10

Vitram, Khansa Lathifah, Muhammad Iqbal Rasa, and Suharto Harto. "CUSTOMER INTIMACY, CUSTOMERS EXPERIENCE, CUSTOMER SATISFACTION, CUSTOMER BONDING DAN CUSTOMER VALUE DALAM LOYALITAS NASABAH DI BANK SYARIAH." Ekonomi & Bisnis 22, no. 1 (June 7, 2023): 44–54. http://dx.doi.org/10.32722/eb.v22i1.5765.

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Abstract (sommario):
Pada perkembangan perekonomian di Indonesia yang semakin maju, khususnya pada sektor perbankan syariah. Dengan pertumbuhan perbankan syariah di Indonesia telah menciptakan banyak investor dan nasabah dengan berbagai penghimpunan dana. Tingginya minat masyarakat terhadap perbankan syariah untuk menabung dan melakukan pembiayaan membuat sektor perbankan semakin prospektif. Dalam hal ini membuat persaingan dalam sektor perbankan syariah semakin kompetitif, terutama bagi bank syariah dengan segmen pasar yang sama, bank syariah mengalami peningkatan yang cukup signifikan dari tahun ketahun. Dari peluang tersebut banyak bank syariah diIndonesia berlomba-lomba bersaing guna untuk memenuhi kebutuhan nasabah. Dalam hal ini Bank syariah mempunyai peran penting yaitu untuk selalu memenuhi kebutuhan nasabah dengan menyediakan produk atau layanan yang beretika sesuai dengan prinsip-prinsip syariah dan menyediakan aksesibilitas ternyaman melalui berbagai sarana kapanpun dan dimanapun. Penelitian ini merupakan penelitian yang bertujuan untuk mengetahui pengaruh Customer Intimacy, Customer experience, Customer satisfaction, Customer Bonding dalam bank syariah.
 Kata kunci : Customer Intimacy, Customer experience, Customer satisfaction, Customer Bonding,Costumer Value, Bank syariah
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Più fonti

Tesi sul tema "Customer"

1

Heath, Eric Ernie. "The determinants of customer co-production and satisfaction in a compliance dependent service." Diss., University of Pretoria, 2012. http://hdl.handle.net/2263/24649.

Testo completo
Abstract (sommario):
Customer compliance has become a pivotal consideration in the marketing strategies of lifestyle management programmes. Previous research has shown that the better customers comply with the directives of service providers, the higher their levels of customer satisfaction (Dellande, 1999). There are numerous lifestyle management programmes available on the market today. Many of these programmes have been linked to the usage of a nutritional product range as a pre-requisite for entering the programme. The investigation of customer compliance in lifestyle management programmes is very important because many of the major societal problems of today, such as high-fat diets, poor physical fitness, substance abuse and smoking, exist because people make poor health choices. Most of the leading causes of death could be reduced substantially if people at risk change five behaviours, namely non-compliance with beneficial health behaviours, poor diet, lack of exercise, smoking and alcohol and drug abuse. The many societal ills related to non-compliance with the aforementioned five behaviours and the dearth of knowledge about the determinants of customer compliance were the main motivations for this study. Another important goal, underlying the motivation for this study, was to understand the relationship between role clarity, role ability, motivation, customer satisfaction and goal attainment. Motivation, which for the purpose of this study has been divided into intrinsic and extrinsic motivation, proved to be the strongest predictor of customer compliance. An online self-administered questionnaire was used to gather quantitative data from 155 respondents who have successfully completed a lifestyle management programme. The results of the first regression model indicated that two of the four independent variables, namely “customers’ role ability” and “intrinsic motivation”, are statistically significant, positive predictors of the dependent variable “customer compliance”. The other two independent variables, “customer role clarity” and “extrinsic motivation”, are not statistically significant predictors of “customer compliance”. The results of the second regression model indicated that “customer compliance” and “customer goal attainment” are statistically significant positive predictors of the dependent variable “customer satisfaction” The most important construct of the study, highlighted in Chapter 6 as well as in the study by Dellande (1999), is customer motivation. If a customer is not motivated, compliance levels will not be sufficient to generate high levels of customer satisfaction. Customer motivation was divided into extrinsic motivation and intrinsic motivation with intrinsic motivation proving to have a stronger correlation with customer compliance than extrinsic motivation. The study was conducted across three different organisations. Research has also suggested that more than half of the customers who commence with a lifestyle management programme never complete the programme or revert to the original lifestyle they followed prior to commencement of the programme. This could have a negative effect on their satisfaction levels. It is, therefore, imperative to ensure that all customers who join a lifestyle management programme are motivated and are able to comply with the directives of the programme to ensure the successful completion thereof.<br>Dissertation (MCom)--University of Pretoria, 2012.<br>Marketing Management<br>MCom<br>Unrestricted
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2

Lee, Linda. "Customer-to-customer roles and impacts in service encounters." Doctoral thesis, KTH, Industriell ekonomi och organisation (Inst.), 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-186294.

Testo completo
Abstract (sommario):
This thesis investigates customer-to-customer roles and impacts in the context of service encounters. This topic is studied from two angles: customer interactions during group service encounters and customer perceptions post service encounters. The first angle is a focus on group service encounters that addresses the lack of research on customer-to-customer interactions that occur in customer-to-customer interaction-intensive contexts. These are contexts where the interactions between customers are not peripheral to the service, where there can be an expectation to interact with the other customers, and are common in tourism and hospitality, recreation, and education. The second angle is a focus on service outcomes after the service encounter, including satisfaction, intention to recommend, and online word-of-mouth. Paper 1 explores how firms view and manage customer-to-customer interactions during group service encounters. It finds that the differences in attitude and conduct of firms create four possible stances toward customer-to-customer interaction. Paper 2 delves deeper into how customer-to-customer interactions impact the design and delivery of group service encounters, develops a typology of customer cohort climates (CCCs), and identifies how each CCC can be created through four elements of group service encounters. Paper 3  investigates how positive and negative customer-to-customer interactions impact service outcomes and finds that customer-to-customer interaction is a dissatisfier. Paper 4 examines how customers produce online hotel reviews and finds that content analysis of online reviews yields similar findings to more traditional quantitative research methods. This thesis advances research on the impact of customers on each other and provides evidence that other customers can and should be managed to achieve desired service outcomes. It further proposes how these interactions can be managed to further enhance service firm offerings.<br><p>QC 20160516</p>
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3

Mtatsi, Siyabonga Chris. "Retaining customers through customer service in the telecomminications industry." Thesis, Nelson Mandela Metropolitan University, 2011. http://hdl.handle.net/10948/d1018641.

Testo completo
Abstract (sommario):
South African Mobile network industry has seen many developments since its inception in 1994. When mobile technology was introduced in this country, the first two mobile network operators, namely Vodacom and MTN, enjoyed vast benefits of being early entrance in this business space and they grew at rate that was much faster than they themselves had expected. As expected, in the past five years this growth rate has slowly diminished due to various economic factors; these factors included increase in Government regulations, increase in number of players in the mobile network space and ever evolving technology. The mobile network operators saw interconnect fees, which amounted to fifteen per cent of total revenue for each of these operators, being reduced by more than half, with Government foreseeing total removal of these fees. At the same time, the number of competitors grew from one to three within a period of five years forcing all operators, especially Vodacom and its Vodashops, to search for winning strategies that could ensure retention of their customers thus their revenue. Therefore, the intention of this research is to investigate various strategies that are suitable and can be implemented for one of the Vodashops in Cape Town, namely Canal Walk Vodashop, to ensure that this store manages to retain and possibly grow its existing customers. The investigation led the researcher to find that, in a situation where the affected organisation is at the maturity level of the business, as it is the case with the selected store, the most effective strategy to retain and grow customers is the customer service strategy. This strategy includes various elements which are very important to its success; these elements include providing job specific skills to employees, designing and implementing suitable processes and creating best value for customers on products and services that the company offers. The research was achieved by following the approach below: • A literature study was done in order to determine the key elements of an effective customer service strategy; • A survey of literature focusing specifically on employee skills development, design and implementation of processes and creation of value for the offered products and service; • Insights of customers from the selected Vodashop were obtained via interviews to determine their perception on products and services offered; and • Lastly, interview results were analysed to determine the areas of improvement and also what customer service strategies are suitable for highlighted problems. Through this research, various customer service strategies that must be consistently and continuously executed in order to achieve this excellent customer service were recommended. The recommended strategies include training and development of employees, design and implementation of processes that are aligned to the selected Vodashop and also to the needs and expectations of customers.
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4

Bergström, Sebastian. "Customer segmentation of retail chain customers using cluster analysis." Thesis, KTH, Matematisk statistik, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-252559.

Testo completo
Abstract (sommario):
In this thesis, cluster analysis was applied to data comprising of customer spending habits at a retail chain in order to perform customer segmentation. The method used was a two-step cluster procedure in which the first step consisted of feature engineering, a square root transformation of the data in order to handle big spenders in the data set and finally principal component analysis in order to reduce the dimensionality of the data set. This was done to reduce the effects of high dimensionality. The second step consisted of applying clustering algorithms to the transformed data. The methods used were K-means clustering, Gaussian mixture models in the MCLUST family, t-distributed mixture models in the tEIGEN family and non-negative matrix factorization (NMF). For the NMF clustering a slightly different data pre-processing step was taken, specifically no PCA was performed. Clustering partitions were compared on the basis of the Silhouette index, Davies-Bouldin index and subject matter knowledge, which revealed that K-means clustering with K = 3 produces the most reasonable clusters. This algorithm was able to separate the customer into different segments depending on how many purchases they made overall and in these clusters some minor differences in spending habits are also evident. In other words there is some support for the claim that the customer segments have some variation in their spending habits.<br>I denna uppsats har klusteranalys tillämpats på data bestående av kunders konsumtionsvanor hos en detaljhandelskedja för att utföra kundsegmentering. Metoden som använts bestod av en två-stegs klusterprocedur där det första steget bestod av att skapa variabler, tillämpa en kvadratrotstransformation av datan för att hantera kunder som spenderar långt mer än genomsnittet och slutligen principalkomponentanalys för att reducera datans dimension. Detta gjordes för att mildra effekterna av att använda en högdimensionell datamängd. Det andra steget bestod av att tillämpa klusteralgoritmer på den transformerade datan. Metoderna som användes var K-means klustring, gaussiska blandningsmodeller i MCLUST-familjen, t-fördelade blandningsmodeller från tEIGEN-familjen och icke-negativ matrisfaktorisering (NMF). För klustring med NMF användes förbehandling av datan, mer specifikt genomfördes ingen PCA. Klusterpartitioner jämfördes baserat på silhuettvärden, Davies-Bouldin-indexet och ämneskunskap, som avslöjade att K-means klustring med K=3 producerar de rimligaste resultaten. Denna algoritm lyckades separera kunderna i olika segment beroende på hur många köp de gjort överlag och i dessa segment finns vissa skillnader i konsumtionsvanor. Med andra ord finns visst stöd för påståendet att kundsegmenten har en del variation i sina konsumtionsvanor.
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5

Raja, Abbas Haider, Chokaew Koobgrabe, and Punyanuch Chutima. "Customer satisfaction toward TrueMove customer service." Thesis, Mälardalen University, School of Sustainable Development of Society and Technology, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-875.

Testo completo
Abstract (sommario):
<p>Title: Customer Satisfaction toward TrueMove Customer Service</p><p>Problem Statement: How are TrueMove customers satisfied with the customer service provided at TrueMove shops in Bangkok?</p><p>Purpose: To evaluate “whether” and “how” TrueMove customers are satisfied or dissatisfied with the customer service provided at TrueMove shops in the Bangkok region with the help of evaluation of service quality by customers of the shop.</p><p>Theory and Methods: The research bases mainly on quantitative method; that is questionnaire method. The Service Quality Gap which aims to measure the customer satisfaction by comparing their expectation and perception of service after experiencing the service serves as the theoretical framework for the research. Moreover SERVQUAL dimensions covering Reliability, Assurance, Empathy, Responsiveness and Tangibles are used in the further development of theory and modeling of the questionnaires for this research.</p><p>Conclusion: TrueMove customers are not yet fully satisfied with customer service provided at the TrueMove shops in Bangkok region. The service quality perceived cannot yet meet the expectation of customers in any SERVQUAL Dimensions.</p><p>Recommendations: The issue of reliability in service aspect needs to be dealt with an overhaul of systems and routines while other aspects of service call for equipping employees with required knowledge. A focus on specific services to the target group of customers also needs to be established.</p>
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6

Lövstrand, Christoffer, and Daniel Nilsson. "Kitchen Worktop Expectations." Thesis, Mälardalens högskola, Akademin för innovation, design och teknik, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-29298.

Testo completo
Abstract (sommario):
IKEA was founded in 1943 by Ingvar Kamprad and is currently retailing in 44 different countries around the globe. With the implementation of 25 year warranty the importance to validate the quality have increased to satisfy the customer. The aim of this thesis have therefore been to find out the critical factors for kitchen worktops through the expectations of the customers. In addition to this the product development process was investigated to gain an understanding on how IKEA deals with customer complaints today. The thesis was divided in four stages. First the customers’ expectations were investigated by using the survey research method. The formulations of the questions are of great importance in this research method so that the information needed can be gathered without confusion and irritation. The critical factors of the kitchen worktops were also located in this survey and are out of the customer point of view. After the survey was done and the critical factors identified a concept generation phase was started to analyze possible ways of solving the issues with the kitchen worktops. Three proposals of concepts was generated; improvement in quality, improvement in the information communicated by IKEA, and a combination of these two. These proposals were analyzed against each other, against the survey and against the possible concrete gains. When the proposals of concepts were completed a decision to investigate the product development process was made and suggestions on how these critical factors could be found earlier in the process were made. Lastly a proposal of a database system for categorizations of the customer complaints when it comes to different defects were made and proposed to IKEA. Out from the information received by the survey these proposals could be made and the conclusion that scratches and to some extent heat was the most critical flaws, which would be the thing to focus further on. The product development process could also be improved to make it possible to take notice of these critical flaws earlier in the process. To summarize the project was successful and IKEA was really happy with the results, and the extra tasks that were added to this thesis. The first problem description was to only find the customers’ expectations but to get something out of this we added the proposals and the attempt to change the product development process when it comes to kitchen worktops.
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7

Ferraz, Sofia Batista. "Customers as fellows: analyzing customer citizenship behavior in services marketing." Universidade de São Paulo, 2018. http://www.teses.usp.br/teses/disponiveis/12/12139/tde-04072018-144431/.

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Fellow customers may need opinions about a new gadget, instructions on how to adjust gym equipment or even a lesson on how to self-check-in at the airline kiosk. The possibilities of consumers helping each other vary across services and emphasize its dynamic and interdependent nature. The main purpose of this dissertation threefold. First, we offer theoretical contributions to future studies comprising Customer Citizenship Behavior (CCB). Conducting a systematic review with 92 articles, we suggest new avenues of research regarding theoretical and methodological possibilities. Second, we investigate how customers perceive value by engaging in citizenship behaviors towards the company and other customers. Based on 20 interviews, we draw on Holbrook\'s typology of values (1999) and Clary et al. (1998) functional theory to suggest contribution regarding the following dimensions: Efficacy or Quality; Social or Esteem; Play or Peace; and Ethics and Spirituality. Third, considering social exchange and self-completion theory, we propose that by endorsing CSR actions and achieving self-definition goals, customers may inhibit posterior displays of CCB considering that they already obtained satisfaction for helping third parties. Based on 2 experimental studies, we offer support for our proposition with moderation evidence, as well as showing that those participants who perceived a higher entitativity among customers of the companies were more willing to help others in a following situation. Future studies can address the value of CCB by helped customers and employees of the firm. CCB literature is still concentrated on customers who help rather than the ones helped. Other types of citizenship behaviors, such as advocacy, cooperation, and facilitation may comprehend different perceived values and sources of motivation than those explored in this study. Also, regarding our third proposition, studies can evaluate the extent to which those helping behaviors embody self-symbolizing needs and social identifications. Furthermore, the satiation effect of self-completion that we propose in this article happens in a social identity context. Next studies can investigate these effects in other domains, such as self-consistency theory<br>Consumidores podem precisar de opiniões sobre um novo produto, instruções de como ajustar o equipamento na academia ou até mesmo uma instrução de como fazer o auto check-in na máquina da companhia aérea. As possibilidades de consumidores ajudando uns aos outros variam de acordo com os serviços, enfatizando a sua dinâmica e natureza interdependente. São três os principais propósitos dessa tese. Primeiro, oferecemos contribuições teóricas a futuros estudos no campo do Comportamento Cidadão do Consumidor. Por meio da condução de uma revisão sistemática de 92 artigos, sugerimos novo caminhos para pesquisa teórica e possibilidades metodológicas. Segundo, investigamos como consumidores percebem valor mediante o engajamento em comportamentos cidadãos com a empresa e outros consumidores. Baseado em 20 entrevistas, o estudo está ancorado na tipologia de valores de Holbrook (1999) e teoria funcional de Clary et al. (1998) para sugerir contribuições referentes às seguintes dimensões: Eficácia ou Qualidade; Social ou Estima; Diversão ou Paz; e Ética ou Espiritualidade.Terceiro, considerando Teoria da Troca Social e Teoria da Auto-Complementação Simbólica, propõe-se que, ao endossar ações de Responsabilidade Social Corporativa e atingindo objetivos de auto-definição, consumidores podem inibir demonstrações posteriores de CCB, considerando que eles já obtiveram satisfação por ajudar terceiros. Baseado em dois estudos experimentais, oferece-se suporte para a proposição de evidência de moderação, assim como mostra-se que estes participantes perceberam a alta entitatividade entre consumidores das empresas estão mais propensos em ajudar outros em uma situação subsequente. Estudos futuros podem endereçar o valor do CCB relacionado aos consumidores e empregados ajudados. A literatura de CBB ainda é muito concentrada em consumidores que ajudam, ao invés daqueles que são ajudados. Outros tipos de comportamento de cidadania do consumidor, como advocacia, cooperação e facilitação podem compreender diferentes fontes de valor percebidas e fontes de motivação que aquelea comportamentos explorados neste estudo. Ademais, sobre a nossa terceira proposição, estudos podem avaliar a extensão na qual esses comportamentos de ajuda compreendem necessidades de auto-simbolização e identificações sociais. Por fim, o efeito de saciedade da auto-complementação que se propõe nesse artigo acontece em um contexto de identidade social. Estudos futuros podem investigar esse efeito em outros domínios, como a teoria da auto-consistência
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Danielsson, Axel, and Simon Broström. "A Happy Customer is a Paying Customer." Thesis, Umeå universitet, Företagsekonomi, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-166564.

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This cross-sectional study has investigated the relationship between how parents perceive retail stores that try to be more family friendly. It has also examined which factors parents value when it comes to stores being family friendly. Very little public research has been done on the subject of what parents’ value when it comes to store design, which is why the authors chose this topic.   The theoretical framework, as well as the questions used in the interviews, were based on theories the authors deemed connected to the subject in question. The main areas from which the authors have used theories range from competitive advantages, targeting and segmentation, consumer loyalty and the connection between stress and shopping.   Four themes were identified through the literature, and qualitative interviews were conducted over the phone based on the themes. Observations were also collected in retail stores to further explore the themes. Building on these themes, we suggest four propositions based on the data collected which can be further researched. Since the purpose of this paper was to allow respondents to freely discuss factors they value, a qualitative approach was used for the study. The interview subjects were approached while shopping with their children, and a phone interview was scheduled for later. The authors also collected observational data in three stores with different degrees of family friendliness, to further add further foundation to their themes. In addition, the authors present a theoretical model, based upon the four propositions presented.    The authors have found that the most common feeling parents associate with shopping while accompanied by their children is stress. Because of this, shopping becomes an unpleasant experience that parents try to finish as quickly as possible, often resulting in fewer items bought. It was also discovered that parents have more positive feelings towards stores that try to be more family friendly. Through the interviews and observations, a pattern was discovered. Families spent longer time and purchased more goods in stores with family friendly solutions installed.   Through interviews, many different elements that can reduce parents shopping stress were identified. The main thing the authors take away from the interviews is the fact that what parents value the most, is feeling welcome when they bring their children with them. Stores that implement even small solutions, contribute to parents feeling validated, which then reduces their stress levels.   Our conclusion is that store owners need to realize that it does not have to be hard to attract more families. Implementing elements in their stores that aid families in different ways will contribute to increased sales and happier customers. The authors also give suggestions on further research, namely on the relationship between pricing or location-elasticity versus family friendliness, as well as to which degree children in stores may have negative impacts on other shoppers.   Key concepts: Stress, Consumer Decision Making, Customer Loyalty, Shopping with Children, Competitive Advantage, Customer Segmentation, Targeting
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Chan, Wa Kimmy. "Three studies on understanding customer relationship management in services customer-firm affection, customer-staff proximity, and customer co-production /." Click to view the E-thesis via HKUTO, 2008. http://sunzi.lib.hku.hk/hkuto/record/B39794039.

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Chan, Wa Kimmy, and 陳華. "Three studies on understanding customer relationship management in services: customer-firm affection, customer-staff proximity, and customer co-production." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2008. http://hub.hku.hk/bib/B39794039.

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The Best PhD Thesis in the Faculties of Architexture, Arts, Business & Economics, Education, Law and Social Sciences (University of Hong Kong), Li Ka Shing Prize, 2007-2008.<br>published_or_final_version<br>Business<br>Doctoral<br>Doctor of Philosophy
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Più fonti

Libri sul tema "Customer"

1

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

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

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

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

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

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Lewis, B. R. Customer care in service organisations: The customers perspective. Manchester: UMIST School of Management., 1989.

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

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Shaw, Colin, Qaalfa Dibeehi, and Steven Walden. Customer Experience. London: Palgrave Macmillan UK, 2010. http://dx.doi.org/10.1057/9780230291775.

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Robinson, Sionade, and Lyn Etherington. Customer Loyalty. London: Palgrave Macmillan UK, 2006. http://dx.doi.org/10.1057/9780230513037.

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Capitoli di libri sul tema "Customer"

1

Hazzan, Orit, and Yael Dubinsky. "Customers and Users customer customer user user." In Agile Software Engineering, 1–25. London: Springer London, 2008. http://dx.doi.org/10.1007/978-1-84800-198-5_3.

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Bryson, John R., Jon Sundbo, Lars Fuglsang, and Peter Daniels. "Customer First: Understanding Customers." In Service Management, 147–63. Cham: Springer International Publishing, 2020. http://dx.doi.org/10.1007/978-3-030-52060-1_8.

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Wilde, Silvio. "Customer Relationship – Customer Knowledge." In Customer Knowledge Management, 45–56. Berlin, Heidelberg: Springer Berlin Heidelberg, 2010. http://dx.doi.org/10.1007/978-3-642-16475-0_5.

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Holkham, Tony. "Customer." In Label Writing and Planning, 44–47. Boston, MA: Springer US, 1995. http://dx.doi.org/10.1007/978-1-4613-1231-4_13.

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Rehfeld, Katharina-Maria, Livia Freudl, and Elaine Becraft. "Customer Centricity and the Role of Internal Customers." In Customer Centricity, 55–64. Wiesbaden: Springer Fachmedien Wiesbaden, 2024. http://dx.doi.org/10.1007/978-3-658-42173-1_4.

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Das, Parichay, and Vijendra Singh. "Knowing Your Customers Using Customer Segmentation." In Computational Methods and Data Engineering, 437–51. Singapore: Springer Nature Singapore, 2022. http://dx.doi.org/10.1007/978-981-19-3015-7_32.

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Schmitt, Michael C. "Customer Experience und Customer Journey." In Quick Guide Digitale B2B-Kommunikation, 7–14. Wiesbaden: Springer Fachmedien Wiesbaden, 2018. http://dx.doi.org/10.1007/978-3-658-14213-1_2.

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Kleinaltenkamp, Michael. "Customer Value and Customer Selection." In Springer Texts in Business and Economics, 85–108. Berlin, Heidelberg: Springer Berlin Heidelberg, 2014. http://dx.doi.org/10.1007/978-3-662-43856-5_4.

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Kostelijk, Erik, and Karel Jan Alsem. "Customer needs and customer values." In Brand Positioning, 39–67. New York : Routledge, 2020.: Routledge, 2020. http://dx.doi.org/10.4324/9780429285820-6.

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Vatreš, Amela, and Zerina Mašetić. "Exploring Customers’ Behavior – Analysing Customer Data, Customer Segmentation and Predicting Customers’ Behavior on Black Friday." In Lecture Notes in Networks and Systems, 15–26. Cham: Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-90055-7_2.

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Atti di convegni sul tema "Customer"

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Jankova, Liga, and Andrejs Lazdins. "CUSTOMER RELATIONSHIP MANAGEMENT IN LATVIA." In 24th SGEM International Multidisciplinary Scientific GeoConference 2024, 451–60. STEF92 Technology, 2024. https://doi.org/10.5593/sgem2024/5.1/s21.58.

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Understanding the nature and role of customer relationship management (hereinafter CRM) is an important prerequisite for business success. A customer requires the company to adhere to certain quality standards as well as affects the performance and management of the company. Customer relationships could be managed and developed to attract new customers and increase business profitability and customer loyalty. The customer is the most valuable asset of a company that helps to achieve goals set by the company. In Latvia, the need to view customer relationships as important in business management is understood only in some industries and by the segment of large companies, and problems with customer relationship management in companies have not been sufficiently researched. Digital transformation, personalized customer experiences, the use of mobile devices, the ability to integrate various management systems into a company, artificial intelligence and analytical tools shape trends in customer relationship management. The new trends and challenges increase the role of customer relationships in business process management in almost every industry and any company. Research methods. The research employed the monographic method, logical construction as well as analysis and synthesis. Research period. The data were analysed for the period from 2018 to 2022. The research analysed the division of customers into classes and average purchases for the period 2019-2021. The sources of information used: specialist economic literature, research documents and scientific conference papers, internal company data on economic activity and data from a customer database. In Latvia, there is no unified accounting for and no information about companies that have developed and implemented CRM in their operations; therefore, the research summarized the legal framework for customer relationship management in Latvia and analysed the experience of a company in managing customer relationships.
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Magar, Abhay, Bhakti Pithava, and Santosh Kumar Bharti. "Customer Feedback Analysis using Customer Sentiment from Reviews." In 2024 International Conference on Intelligent Computing and Emerging Communication Technologies (ICEC), 1–5. IEEE, 2024. https://doi.org/10.1109/icec59683.2024.10837524.

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Du, Xuehong, and Mitchell M. Tseng. "Characterizing Customer Value for Product Customization." In ASME 1999 Design Engineering Technical Conferences. American Society of Mechanical Engineers, 1999. http://dx.doi.org/10.1115/detc99/dfm-8916.

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Abstract Product customization has become an important approach to meet individual customers’ needs. One of major challenges in product customization is to assist customers making informed decisions in terms of the company capability and the value-added by customization. The ramification is not only helping customers selecting the most appropriate products but also helping the company to decide what to design and produce. In this paper, taking into consideration of its diversity, customer value can be measured as the quality utility per unit cost, or the ratio of marginal utility and marginal cost. Customer Value Oriented Product Customization (CVOPC) is developed as a systematic process to quantify the quality utility through guiding customers to make customization choices that reflect the balance of customer-valued quality and cost. A modified conjoint analysis is applied to capture the customer’s utility function of quality in terms of specific product features. A case study of designing module power supplies for a telecommunication system is presented.
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Sims, Jeremy. "Traceability - We forgot the customer!" In NCSL International Workshop & Symposium. NCSL International, 2014. http://dx.doi.org/10.51843/wsproceedings.2014.57.

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Everyone in the field of metrology talks about traceability, what it means and how it relates to the calibrations they perform. How often do metrology labs talk about how it affects the customers? The customer is left to figure out what traceability means with little guidance from the people who are supposed to understand it the best, the metrology labs. Sure, there are papers that discuss traceability and many FAQ pages that attempt to help the customer understand the link to them. It’s understandable how the customer might be confused. We in the metrology field shouldn’t be surprised by the fact that a customer doesn’t understand what it means to be traceable to NIST especially since the phrases, “traceable to NIST” and “NIST traceable” are so deeply rooted in the US measurement community history. It isn’t a surprise when customers request copies of all the certs for all the assets used on their calibration because that is what they think is needed to show traceability even though the calibration lab may be accredited. We shouldn’t be surprised when customer’s look to us to help them understand. I can tell you first hand that pointing people to the NIST’s website of FAQs doesn’t help. In this paper, I will attempt to explain how the customer’s traceability is linked through the metrology lab process allowing the customer to understand how the traceability chain works and affects their process or product.
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Hassani, Marwan, and Stefan Habets. "Predicting Next Touch Point In A Customer Journey: A Use Case In Telecommunication." In 35th ECMS International Conference on Modelling and Simulation. ECMS, 2021. http://dx.doi.org/10.7148/2021-0048.

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Customer journey analysis is rapidly increasing in popularity, as it is essential for companies to understand how their customers think and behave. Recent studies investigate how customers traverse their journeys and how they can be improved for the future. However, those researches only focus on improving the process for future customers by analyzing the historical data. This research focuses on helping the current customer immediately, by analyzing if it is possible to predict what the customer will do next and accordingly take proactive steps. We propose a model to predict the customer's next contact type (touch point). At first we will analyze the customer journey data by applying process mining techniques. We will use these insights then together with the historical data of accumulated customer journeys to train several classifiers. The winning of those classifiers, namely XGBoost, is used to perform a prediction on a customer's journey while the journey is still active. We show on three different real datasets coming from interactions between a telecommunication company and its customers that we always beat a baseline classifier thanks to our thorough pre-processing of the data.
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Fukuda, Shuichi. "Customer Productivity: A Measure for Product and Process Development With Customers." In ASME 2012 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. American Society of Mechanical Engineers, 2012. http://dx.doi.org/10.1115/detc2012-70628.

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Although workforce productivity is widely used today, production is quickly moving toward product and process development with customers. Creative customers would like to get more and more involved in product development and furthermore, they would like to get satisfaction not only from the final product but from the processes as well. So we have to introduce a new measure for productivity, which focuses more on how much satisfaction a customer obtains from production. So the new definition of productivity in this sense will be: Customer productivity = Amount of satisfaction / Customer’s psychological time and money (physical and virtual involvement in production) This is different from the current customer satisfaction. Current one is focused on how much satisfaction a customer will have for a final product. This is a definition from the standpoint of the producer. The new definition is from the standpoint of the customer. This paper points out that if we introduce Mahalanobis Taguchi System, such a measure can be established and we can introduce a new metric for measuring customer’s satisfaction for the new type of prosumer system or co-production.
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Park, Seyoung, and Harrison M. Kim. "Data-Driven Customer Segmentation Based On Online Review Analysis and Customer Network Construction." In ASME 2021 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. American Society of Mechanical Engineers, 2021. http://dx.doi.org/10.1115/detc2021-70036.

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Abstract Recently, many studies on product design have utilized online data for customer analysis. However, most of them treat online customers as a group of people with the same preferences while customer segmentation is a key strategy in conventional market analysis. To supplement this gap, this paper proposes a new methodology for online customer segmentation. First, customer attributes are extracted from online customer reviews. Then, a customer network is constructed based on the extracted attributes. Finally, the network is partitioned by modularity clustering and the resulting clusters are analyzed by topic frequency. The methodology is implemented to a smartphone review data. The result shows that online customers have different preferences as offline customers do, and they can be divided into separate groups with different tendencies for product features. This can help product designers to draw segment-based design implications from online data.
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Wang, Yue, and Mitchell M. Tseng. "Defining Specifications for Custom Products: A Bayesian Probabilistic Approach." In ASME 2008 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. ASMEDC, 2008. http://dx.doi.org/10.1115/detc2008-49625.

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

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

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Rapporti di organizzazioni sul tema "Customer"

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

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Jourdain, Jean-Loup. Evaluation Tool to Implement Good Practices in the Area of Customer Management for Water and Sewerage Operators. Inter-American Development Bank, January 2011. http://dx.doi.org/10.18235/0008832.

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The following is a tool developed by the Water and Sanitation Division of the IDB for evaluating customer management practices in use by water and sewerage utilities. In order to facilitate the use of this tool, all matters which relate to customer management have been grouped into four main functional areas: the "Billing Factory" (or the recurrent billing and collection activities); Revenue Management; Customer Care (management of contacts with customers); and Customer Marketing, a relatively new activity in water and sewerage companies, which aims to study and propose solutions tailored for various types of customers. The tool is an Excel program, designed to be freestanding. This tool may be used in two major ways, as a support for dialogue between a professional of customer management and an external expert, or directly by the company itself to measure the consistency of different approaches to customer management and perceptions regarding their effectiveness.
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Seybold, Patricia. Let Customers Co-Design Your Customer-Critical Initiatives. Boston, MA: Patricia Seybold Group, May 2005. http://dx.doi.org/10.1571/me5-26-05cc.

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

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

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

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Kramer, Mitchell. BusinessObjects Customer Intelligence Customer Analytics 6.1. Boston, MA: Patricia Seybold Group, February 2004. http://dx.doi.org/10.1571/pr2-27-04cc.

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Seybold, Patricia. Four Reasons Why Customers Prefer Twitter for Customer Service. Boston, MA: Patricia Seybold Group, September 2013. http://dx.doi.org/10.1571/psgp09-19-13cc.

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Seybold, Patricia. Creating Customer Advisory Boards that Your Customers Will Love! Boston, MA: Patricia Seybold Group, September 2007. http://dx.doi.org/10.1571/bp09-13-07cc.

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

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