Tesi sul tema "Segmentation de service"
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1
Worawattananon, Prakit. "Customer service driven supply chain segmentation". Thesis, Massachusetts Institute of Technology, 2008. http://hdl.handle.net/1721.1/45247.
Abstract (sommario):
Thesis (M. Eng. in Logistics)--Massachusetts Institute of Technology, Engineering Systems Division, 2008.Includes bibliographical references (leaves 69-70).
The objective of this thesis is to develop a supply chain segmentation model for Company X, which is in the chemical and construction materials industry. The company sells products in an expanding Southeast Asia market. At the same time, it innovates and launches new products to these markets. A major issue for the company to consider is services offered to its customers. The company has to address customer needs, analyze them, and design the products and services that will fulfill those selective demands. This thesis leverages this concern for the company by developing a model to segment the company's supply chain based upon customer services. Company Y, a subsidiary company of Company X, is selected to be a case study for the model developed in this thesis. Quantitatively, the thesis examines collected data such as customer including portions of revenue and margin from each customer; and a customer's profile potential from the size of the firm. Qualitatively, the data and information collected from interviewing relevant people, such as sales and marketing personnel, is used to characterize the company's future customer prospects. Furthermore, some selected current practices in the industry will be reviewed and benchmarked for formulating the model.
by Prakit Worawattananon.
M.Eng.in Logistics
2
Christopher, Rosenvall. "Semantic Segmentation of Iron Pellets as a Cloud Service". Thesis, Luleå tekniska universitet, Institutionen för system- och rymdteknik, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:ltu:diva-81950.
Abstract (sommario):
This master’s thesis evaluates automatic data annotation and machine learning predictions of iron ore pellets using tools provided by Amazon Web Services (AWS) in the cloud. The main tool in focus is Amazon SageMaker which is capable of automatic data annotation as well as building, training and deploying machine learning models quickly. Three different models was trained using SageMakers built in semantic segmentation algorithm, PSP, FCN and DeepLabV3. The dataset used for training and evaluation contains 180 images of iron ore pellets collected from LKAB’s experimental blast furnace in Luleå, Sweden. The Amazon Web Services solution for automatic annotation was shown to be of no use when annotating microscopic images of iron ore pellets. Ilastik which is an interactive learning and segmentation toolkit showed far superiority for the task at hand. Out of the three trained networks Fully-Convolutional Network (FCN) performed best looking at inference and training times, it was the quickest network to train and performed within 1% worse than the fastest in regard to inference time. The Fully-Convolutional Network had an average accuracy of 85.8% on the dataset, where both PSP & DeepLabV3 was showing similar performance. From the results in this thesis it was concluded that there are benefits of running deep neural networks as a cloud service for analysis and management ofiron ore pellets.
3
Sellhed, Oscar, e Ludwig Andersson. "The gap between theory and practice : An investigation of how service companies practices the theories of segmentation". Thesis, Umeå universitet, Företagsekonomi, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-95727.
Abstract (sommario):
Segmentation is one of the most fundamental corner stones in the theory of marketing. It has been a subject for research for over 60 years. The subject has been actualised because of the lack of research within the practice of segmentation. There is an obvious gap between how the theories are recommending the companies to practice segmentation and how the companies actually do it. Attempts have been made to cover the gaps between theory and practice through providing implementation strategies, but still the gap remains. We will in our degree project focus on the gap between theoretical segmentation and practical segmentation within the service sector. Our conclusions from this degree project have the aim to provide information regarding 'how' companies practise segmentation within this setting. Therefore the research question we have conducted is: How are Swedish service companies practicing segmentation in their business? Our research question is answered through three main objectives, which together creates our conceptual framework that is tied to theories regarding business-to-business segmentation, CRM and the service setting. The data collected were done by the use of a qualitative method, through semi-structured i nterviews with seven companies from the service sector. The respondents from the companies were mostly marketing managers with insight regarding their company’s segmentation strategy. The empirical findings were analysed in comparison to our theoretical framework, to establish the difference between theory and practise. Main conclusions drawn from our degree project were that the companies understood the importance of segmentation. However the difference between theory and practise were large, companies adapted the basics but rather than creating a strategy of which customer to pursue, the majority acted retroactively trying to capture every customer as an initial step, to later focus on a specific group. The reasons found for this behaviour was that the companies applied a short-term focus rather than a long term, not having enough time to spend on segmenting and the fear that by using segmentation they might miss other customers in the process. Recommendations to the practitioners of segmentation, is to have a more long-term focus, as well as to be decisive in their segmentation. Future studies are recommended to focus on where within an organization the responsibility for segmentation should lie and the relationship between CRM and Segmentation in the service industry.
4
Njiru, Cyrus. "Managing urban water services through segmentation, service and price differentiation : findings from sub-Saharan Africa". Thesis, Loughborough University, 2002. https://dspace.lboro.ac.uk/2134/6836.
Abstract (sommario):
Water is life and its provision is vital not only for purposes of sustaining life but also for convenience, health, sanitation and economic well being. The United Nations estimates that over one billion people living in developing countries lack access to safe water, with a substantialp roportion of thesel iving in Africa. As a consequenceo f urbanisation and rapid growth of cities, urban water utilities in developing countries face an enormous challenge in meeting the water requirements of urban dwellers. The challenge is even greater when the prevailing poverty, high levels of debt and declining funding (in form of official developmenta ssistance)a re taken into account. In particular, Sub-Saharan Africa is facing low levels of water services and water supply coverage. Under thesec ircumstancesa, key objective for water utilities in Sub-SaharanA frica is to provide services to the growing urban population, including the poor, in a financially sustainable manner. To achieve this objective, utility managers need innovative methods of financing and managing urban water services. A systematic approach consisting of market segmentation, service and price differentiation is proposed as a suitable method of managing urban water services in Sub-Saharan Africa. This approach is the subject under investigation in the research, which is reported in this thesis. Using primarily the case study research methodology but also incorporating surveys, interviews and f6cus group discussions within the case study, research was carried out to investigate the use of a systematic approach consisting of segmentation, service and price differentiation for managing urban water services in the context of Sub-Saharan Africa. The detailed field research was carried out in Kenya and South Africa, and two case studies were prepared. Among the key findings was that this approach offers a framework for water utilities to structure their service delivery with appropriate pricing and serve more customers (including people living in informal settlements) at affordable cost, while achieving financial sustainability. The finding leads to the conclusion that segmentation, service and price differentiation is a suitable methodology that utilities can use to improve urban water servicesi n Sub-SaharanA frica.
5
Piercy, Niall C. "Online retail : service quality derivation, market segmentation and organisational analysis". Thesis, Cardiff University, 2006. http://orca.cf.ac.uk/54269/.
Abstract (sommario):
Hie recent rise of the internet as a commercial trading channel has left retail marketers facing several challenges. As in any marketplace, customer intelligence is the lifeblood of organisational success online, yet no thoroughly tested and validated model exists to reliably capture customer service requirements. Traditional service quality models are an insufficient and inflexible means to capture the unique nature of the internet medium while those emergent models of online behaviour developed thus far have typically been of limited scope, sample size, sample breadth and not validated in continued practice. Beyond the problem of identifying customer demands, there remains a problem of how to group together customers for segmentation purposes. In the contemporary marketplace as a whole there is growing fragmentation and individuality with demographics no longer precise enough to be useful beyond describing broad definitions of product class users. E-businesses also face a pressing challenge in addressing customer alignment in the Value creating* marketing and operations departments. There is a need to move beyond the limiting scope of only corisklering marketing in relation to customer focus and to incorporate a wider consideration of organisational focus with true measures of customer requirements. Within this thesis each of these issues is addressed. With the support and collaboration of four internet companies, one of the largest surveys of online customers undertaken to date has been completed (n-3403). This has allowed for the construction of a new model of online customer service demands, validated with confirmatory factor analysis, generating a nine factor solution that comprehensively describes customers service demands. Secondly, a wide range of situational factors have been analysed for their suitability as a means of segmenting the marketplace. Structural equation modelling has provided a strong finding that finreripral measures account for far greater variance in customer demands than demographics, confirming the limited usefulness of demographics online and providing a superior replacement. An analysis of marketing and operations personnel in the four supporting companies also provided evidence that marketers were better at understanding customer requirements than their operations colleagues and that in all companies a generally good understanding of customers had resulted in high levels of customer satisfaction. Overall, this body of work stands apart in terms of holism of analysis (customer service quality, segmentation and organisational understanding), depth of analysis (extensive literature review and generation}, depth of research (sample size of n-3403) and rigour of analysis (iterative statistical process) making contributions to the academic body of knowledge and nature of managerial practice in the areas of online retail customer service, market segmentation and organisational analysis.
6
Хоменко, Лілія Миколаївна, Лилия Николаевна Хоменко e Liliia Mykolaivna Khomenko. "Segmentation for Consumers of Small and Medium Blood Service Enterprises". Thesis, Сумський державний університет, 2020. https://essuir.sumdu.edu.ua/handle/123456789/84190.
Abstract (sommario):
Одними з важливих складових маркетингової діяльності на малих та середніх підприємствах з обслуговування крові є аналіз клієнтів у службі крові та сегментація. Сегментація споживачів служби крові має свої особливості. Усі донори допомагають вирішити проблему нестачі крові в суспільстві. Вони відрізняються рівнем готовності до пожертв, бар’єрами, мотивами, віком, статтю, сферою діяльності, рівнем відданості, культурними та расовими відмінностями та іншими вторинними факторами. Сегментація споживачів служби крові може здійснюватися як за однією, так і за кількома і навіть усіма змінними. Це дозволяє нам виявити реальні та потенційні потреби та мотиви донора, максимізувати переваги одного донора, успішно конкурувати із закладами служби крові. Сегментація дозволяє центрам служби крові обирати цільові ринки, зосередившись на їх діяльності. Вона також дозволяє визначити та реалізувати стратегію розвитку центрів служби крові.Одними из важных компонентов управления маркетинговой деятельностью на малых и средних предприятиях службы крови являются анализ клиентов и сегментация. Сегментация потребителей службы крови имеет свои особенности. Все доноры помогают решить проблему нехватки крови в обществе. Они различаются по уровню готовности к пожертвованиям, препятствиям, мотивам, возрасту, полу, сфере деятельности, уровню приверженности, культурным и расовым различиям и другим второстепенным факторам. Сегментация потребителей услуг службы крови может осуществляться как по одному, так и по нескольким и даже всем переменным. Это позволяет определять реальные и потенциальные потребности и мотивы донора, максимально использовать преимущества одного донора, успешно конкурировать с другими учреждениями службы крови. Сегментация позволяет центрам службы крови выбирать целевой рынок, ориентируясь на его деятельность. Это также позволяет им определять и реализовывать стратегию развития центров службы крови.
One of the important components in marketing activities managing in small and medium blood service enterprises is customer analysis in blood service and segmentation. Segmentation of blood service's consumers has its own features. All donors help solve the problem of blood shortage in society. It differs in the level of readiness for donations, barriers, motives, age, gender, scope of activity, level of commitment, cultural and racial differences, and other secondary factors. Segmentation of blood service consumers can choose both on one, and on several and even all variables. It allows us to identify the real and potential needs and donor's motives, maximize the benefits of a single donor, successfully compete with blood service facilities. Segmentation allows blood service centers to choose the target market, focusing on its activities. It also allows them to define and implement the strategy of development of the centers.
7
Vuckic, Asmir, e Renato Cosic. "Design Of A General Customer Segmentation Process". Thesis, Tekniska Högskolan, Högskolan i Jönköping, JTH, Industriell organisation och produktion, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-26371.
Abstract (sommario):
Syfte - Att undersöka hur en kundsegmenteringsprocess kan utformas samt vilka variabler man bör iaktta för att kunna erbjuda en lämplig kundservicenivå. För att uppnå detta syfte skall följande frågeställningar besvaras: 1. Vilka variabler bör ingå i en kundsegmentering? 2. Hur kan en kundsegmenteringsprocess utformas? Metod - En generell kundsegmenteringsprocess utformades. Processen har utvecklats genom kvalitativ forskning baserad på litteraturstudier samt intervjuer i en fallstudie. Under litteraturstudien granskades teorier i ämnet för att besvara frågeställningarna. Detta jämfördes senare med empirin som samlats under fallstudien. Resultat - Den utformade processen innehåller sju dimensioner med tillhörande variabler. Under studien har variablerna utvärderats för att ta reda på hur de påverkar situationen. Endast de variabler som hade ett stort inflytande på situationen togs med i processen. Studien visade att det finns olika strategier för att utföra en kundsegmentering. Vid utformning av en kundsegmenteringsprocess är det viktigt att veta vilka variabler som passar organisationens bransch samt hur de påverkar resultatet. Omfång och Avgränsningar - Rapporten är begränsad till att utforma ett förslag på en kundsegmenteringsprocess. Processen kommer därför inte att tillämpas på fallföretaget under fallstudien. Processen kan fortfarande generaliseras och användas av företag med liknade egenskaper. Ytterligare forskning skulle kunna sträva efter att inkludera andra variabler som passar in på fler branscher. Implikationer - Den utformade processen hjälper till vid beslutssituationer avseende kundsegmentering. Genom att balansera de variabler som föreslagits möjliggör dem en grund för olika kundserviceerbjudanden. Dessa variabler beaktar den eftersträvade generaliseringen. Bidrag och Rekommendationer - Kundsegmenteringsprocessen som presenteras i denna rapport är, såvitt författarna vet, den första i sitt slag med sin layout. Variablerna kan även användas i andra segmenteringsprocesser vilket visar en hög grad av generalisering. Vad som är unikt med den designade processen i denna rapport är att den innehåller en mix av två väl beprövade teorier inom kundsegmentering nämligen, Kotler’s (2009) Bottom-Up-Approach och Weinstein’s (2004) B2B Market Segmentation.Purpose – To examine how the process of customer segmentation can be designed, and which variables to consider to offer an appropriate customer service. To achieve this purpose the following questions will be answered: 1. Which variables should be included in customer segmentation? 2. How can a customer segmentation process be designed? Method – A general process was designed. The process has been developed through qualitative research based on literature review and interviews conducted in a case study. During the literature review the authors sought for theories on the subject in order to answer the research questions. This was later compared to the empirical evidence collected from the case study. Findings – The designed process contains seven dimensions with related variables. During the study the variables were evaluated concerning their impact on the situation. Only variables that had a high influence on the situation were implemented in the process. The study showed that that there are various approaches towards performing customer segmentation. When designing a customer segmentation process, it is of high importance to know which variables suit the organizations line of business and how they affect the outcome. Research limitations – The thesis is restricted into designing a customer segmentation process, the process will therefore not be applied on the case company during the case study. The process can still be generalized and usable for companies with similar distribution setup. Further research could strive to include other variables. Implications – The designed process assists in the decision-making situation regarding customer segmentation. By balancing the variables it enables a basis for customer service offering. These variables take the requested generalization in consideration. Originality/value – The customer segmentation process presented in this thesis is, as far as the authors know, the first in its kind with its layout. The variables could be used in other segmentation processes as well which show a high grade of generalization. What is unique with the designed process in this thesis is that it contains a mixture of two well proven customer segmentation theories namely, Kotler’s (2009) Bottom-Up-Approach and Weinstein’s (2004) B2B Market Segmentation.
8
Morton, Peter. "The divorcing consumer : an exploration of relationship management, communications and segmentation in a financial service context". Thesis, Glasgow Caledonian University, 2009. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.500353.
Abstract (sommario):
This thesis aims to understand the position of divorcing consumers with regard to their needs and experiences within a financial service provision context. Underlying the study is a question of whether they represent a marketing segment with unique and identifiable service needs that can be understood and met. The historical developments of consumption theory are explored and related to the roles of the consumer and the prodi t in socially constructed realities. Goods have meaning and consumers, acting as drivers to those meanings justify consumption and shape the contexts within which goods can be marketed. The perspectives of consumption are applied to families and their cultural significance as consumer units is explored. The family as a site for identity formation and for gender consumption roles is discussed as a precursor to understanding the implications of divorce.
9
Wellhausen, Jens. "Algorithms for audio signal segmentation and separation /". Aachen : Shaker, 2007. http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&doc_number=016149157&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA.
10
Garcia, Rui Pedro Figueiredo. "Object recognition for a service robot". Master's thesis, Universidade de Aveiro, 2015. http://hdl.handle.net/10773/17393.
Abstract (sommario):
Mestrado em Engenharia de Computadores e TelemáticaA contínua evolução da tecnologia e o crescimento no desenvolvimento de aplicações robóticas tornou possível a criação de robôs autónomos que consigam assistir ou até mesmo substituir os humanos em tarefas diárias e trabalhos monótomos. Atualmente, com o envelhecimento da população humana, é esperado que os robôs de serviço venham a ser cada vez mais utilizados para assistência de pessoas idosas ou com deficiência. Para isso, um robô de serviços tem que ser capaz de evitar obstáculos enquanto se movimenta em ambientes conhecidos ou desconhecidos, ser capaz de detetar e manipular objetos e perceber comandos dados pelos humanos. O objetivo desta dissertação é o desenvolvimento de um sistema de visão, capaz de detetar e identificar objetos, para o robô CAMBADA@Home. O sistema de visão proposto implementa dois métodos para deteção de objetos, sendo o primeiro baseado em histogramas de cor e o segundo método usando algoritmos de deteção e descrição de pontos de interesse (algoritmos SIFT e SURF). O sistema usa informação de profundidade e de cor, sendo a informação 3D usada para detectar objetos que estejam pousados sobre superfícies planas. Os resultados experimentais obtidos com o robô CAMBADA@Home são apresentados e discutidos, com o objetivo de avaliar a robustez do sistema proposto.
The continuous evolution of technology and the fast development of robotic applications has made possible to create autonomous robots that can assist or even replace humans in daily routines and monotonous jobs. Nowadays, with the aging of the world population, it is expected that service robots can be explored to assist elderly or disable people. For this, a service robot has to be capable of avoiding obstacles while navigating in known and unknown environments, recognizing and manipulating objects and understanding commands from humans. The objective of this dissertation is the development of a vision system, capable to detect and recognize household objects, for the service robot CAMBADA@Home. The proposed approach implements two methods for object detection, the first one based on color histograms and the second method using feature detection algorithms (SIFT and SURF algorithms). It uses depth and color information, where the 3D data is used to detect the objects that are found on horizontal planes. Experimental results obtained with the CAMBADA@Home robot are presented and discussed, in order to evaluate the robustness of the proposed system.
11
Kovac, Senad, e Mikael Holmgren. "Analysis of internal communication : case study Sandvik SMT Market Service". Thesis, University of Gävle, Department of Technology and Built Environment, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-736.
Abstract (sommario):
Large scale companies have massive information flows in their administrative
departments. This often creates problems when there is a lack of communication both
internally and with internal partners such as sales units.
Sandvik SMT Market Service (SBMS) is no exception in this case. They got big
problems with their communication with the sales units especially when it concerns the
mail traffic and routing of information. Today SBMS have three regional mailboxes
where the SU’s (Sales Unit) send their mails depending on which region they belong to.
This structure does not function as intended and creates an overload which leads to long
response times.
Therefore the market service manager Jonas Hofvenstam wanted us to investigate this
problem area with the possibility of segmenting the mailboxes including a tagging system
and to perform a review of the sales tools portal in order to shorten the response times
and decrease the mail traffic.
The outcome of this paper was suggestions/proposals regarding how to structure the
common mailboxes, illustration of a tagging system for the mails and suggestions of how
to improve the sales tools portal. We also made recommendations on how to take these
suggestions into action including step by step instructions to make it easier when
performing an implementation.
12
Karlsson, Ahlexander, e Robert Skoglund. "Video-rate environment recognition through depth image plane segmentation for indoor service robot applications on an embedded system". Thesis, Mälardalens högskola, Akademin för innovation, design och teknik, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-35595.
Abstract (sommario):
As personal service robots are expected to gain widespread use in the near future there is a need for these robots to function properly in a large number of different environments. In order to acquire such an understanding this thesis focuses on implementing a depth image based planar segmentation method based on the detection of 3-D edges in video-rate speed on an embedded system. The use of plane segmentation as a mean of understanding an unknown environment was chosen after a thorough literature review that indicated that this was the most promising approach capable of reaching video-rate speeds. The camera used to capture depth images is a Kinect for Xbox One, which makes video-rate speed 30 fps, as it is suitable for use in indoor environments and the embedded system is a Jetson TX1 which is capable of running GPU-accelerated algorithms. The results show that the implemented method is capable of segmenting depth images at video-rate speed at half the original resolution. However, full-scale depth images are only segmented at 10-12 fps depending on the environment which is not a satisfactory result.
13
Ha, Simon. "Construction industry market segmentation: Foresight of needs and priorities of the urban mining segment". Thesis, Blekinge Tekniska Högskola, Institutionen för maskinteknik, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-1017.
Abstract (sommario):
Context: Current unsustainable practices have resulted in the depletion of natural resources and a prevailing material scarcity. Urban Mining has emerged in this context and suggests the “mining” of cities or other sources in urban areas to retrieve valuable resources. It raises the topic of how urban mining as a market segment of the construction industry is like today and in the future. Objective: The thesis sets out to study what firms in the urban mining market segment desires in terms of needs and priorities. Furthermore, what could be prioritized in the future (2030), what future scenarios could be expected and what implications these can have on organizations within the segment and on the construction industry. Method: A foresight methodology was applied as a framework for the research design. Interview with representatives from 10 firms, including observations of their operations, resulted in a number of mutual needs shared across the urban mining segment. These were prioritized in relative importance based on a questionnaire of 67 respondents representing 44 different firms in Sweden. A combination of these studies and a review of technology trends further enabled the extrapolation of future scenarios. Results: The findings shows that firms within the urban mining market segment prioritizes and emphasizes needs related concerns in optimization, cost control, safety, environmental and social care today. Needs related to safety, environmental and social care are indicated to remain top prioritized as a result of the future market circumstances. A holistic and lifecycle approach in urban mining practices was deemed of low priority today but was indicated to grow significantly in relative importance in the future. Conclusion: Technology, urbanization and globalization indicates stricter and more competitive market circumstances in the future. Especially related to safety, lifecycle consideration, environmental, and social care. The research suggests that firms concerned and those operating within the urban mining segment may need to undergo transformational changes in their organization to meet what the market segment expects in the future. Moreover, the findings opens up the possibility for actors and stakeholders concerned with the construction industry to proactively go into a desired future by knowing how the future market could unfold.Stanford University, ME310: Urban Mining
14
Enjarini, Bashar [Verfasser], Axel [Akademischer Betreuer] Gräser, Udo [Akademischer Betreuer] Frese e Walter [Akademischer Betreuer] Anheier. "Methods and Applications on Object Segmentation for Service Robots / Bashar Enjarini. Gutachter: Udo Frese ; Walter Anheier. Betreuer: Axel Gräser". Bremen : Staats- und Universitätsbibliothek Bremen, 2014. http://d-nb.info/1072226847/34.
15
Bradley, Randolph L. (Randolph Lewis). "Evaluating inventory segmentation strategies for aftermarket service parts in heavy industry using linked discrete-event and Monte Carlo simulations". Thesis, Massachusetts Institute of Technology, 2012. http://hdl.handle.net/1721.1/77459.
Abstract (sommario):
Thesis (M. Eng. in Logistics)--Massachusetts Institute of Technology, Engineering Systems Division, 2012.Vita. Cataloged from PDF version of thesis.
Includes bibliographical references (p. 104-106).
Heavy industries operate equipment having a long life to generate revenue or perform a mission. These industries must invest in the specialized service parts needed to maintain their equipment, because unlike in other industries such as automotive, there is often no aftermarket supplier. If parts are not on the shelf when needed, equipment sits idle while replacements are manufactured. Stock levels are often set to achieve an off-the-shelf fill rate goal using commercial inventory optimization tools, while supply chain performance is instead measured against a speed of service metric such as order fulfillment lead time, the time from order placement to customer receipt. When some parts are more important than others, and shipping delays are accounted for, there is ostensibly little correlation between these two metrics and setting stock levels devolves into an inefficient and expensive guessing game. This thesis resolves the disconnect between stock levels and service metrics performance by linking an existing discrete-event simulation of warehouse operations to a new Monte Carlo demand categorization and metrics simulation, predicting tomorrow's supply chain performance from today's logistics data. The insights gained here through evaluating an industry representative dataset apply generally to supply chains for aftermarket service parts. The simulation predicts that the stocking policy recommended by a simple strategy for inventory segmentation for consumable parts will not achieve the desired service metrics. An internal review board that meets monthly, and a quarterly customer acquisition policy, each degrade performance by imposing a periodic review policy on stock levels developed assuming a continuous review policy. This thesis compares the simple strategy to a sophisticated strategy for inventory segmentation, using simulation to demonstrate that with the latter, metrics can be achieved in one year, inventory investment lowered 20%, and buys for parts in low annual usage categories automated.
by Randolph L. Bradley.
M.Eng.in Logistics
16
Хоменко, Лілія Миколаївна, Лилия Николаевна Хоменко, Liliia Mykolaivna Khomenko, Людмила Юріївна Сагер, Людмила Юрьевна Сагер, Liudmyla Yuriivna Saher, Наталія Євгенівна Летуновська, Наталия Евгеньевна Летуновская, Nataliia Yevhenivna Letunovska e А. Ясниковський. "Segmentation as a base for digital marketing strategies in blood service: A cluster analysis for classifying healthy regional subjects". Thesis, E3S Web of Conferences, 2021. https://essuir.sumdu.edu.ua/handle/123456789/85467.
Abstract (sommario):
The work aims to analyse the youth by lifestyle and divide it into
segments for more effective interaction in advertising campaigns. The object
of the study is young people aged from 18 to 35 living in Sumy, Ukraine. It
was performed a cluster analysis using the k-means method in the program
Statistica 10 to divide into segments. There were selected 5 clusters. The
main parameter for segment division is the age and previous experience of
donation or its absence. There are also important: types of family, existence
of children, the type of employment, the number of far trips for rest.
Demographics is important first and, to a lesser extent, lifestyle. For two
clusters it is recommended to use the recruitment strategy; for others -
retention strategy with aspects considered in this work. The clusters of
respondents identified by the authors also provide an opportunity to divide
the residents of the study region in relation to the health problems of the
location of their residence in relation to life and activities.
17
Feriel, Emilie. "Rapport salarial, rationalisation des modèles productifs et relation de service : le cas des centres d'appels téléphoniques". Thesis, Aix-Marseille 2, 2011. http://www.theses.fr/2011AIX24011.
Abstract (sommario):
Notre thèse se propose d’analyser les transformations des rapports salariaux à partir d’une lecture croisée de la dynamique des modèles productifs et de l’expansion de la relation de service. Nous formulons l’hypothèse que la relation entretenue avec le client devient, sous différentes facettes, une source de profit obtenue à partir du travail salarié, ce qui conduit à une transformation des modes de production caractérisée par une division du travail et des emploi plus prononcée. L’exploration de cette hypothèse est effectuée pour le cas particulier des centres d’appels téléphoniques, sur la base d’une analyse empirique réalisée à partir d’entretiens sectoriels et de huit études de cas. Au regard de l’abondante littérature portant sur cet objet d’étude, notre recherche propose d’adopter un angle d’analyse original, qui consiste à prendre en compte les centres d’appels du point de vue de leur ancrage au sein des organisations productives. Nous partons de l’idée que l’activité des centres d’appels n’est pas totalement nouvelle et qu’elle résulte d’une transformation de situations antérieures. Il s’agit alors d’étudier cette activité au regard de son insertion au sein d’un processus de division du travail. L’application de la grille d’analyse d’un modèle productif permet dans ce cadre de mettre en exergue une recomposition et un découpage des différentes dimensions de la relation de service à travers l’ensemble de l’entreprise, qui entraîne une segmentation flexible des emplois et une rationalisation commune du travail empruntant à la fois à une logique industrielle et professionnelle, mais qui mobilise fortement l’implication subjective des salariésOur thesis offers to analyze the transformation of wage earner relations through a cross reading of the productive models dynamics and the growth of the service relation. We venture the hypothesis that the relationship with the customer becomes a source of profit achieved by paid work at different level, which leads to a transformation of productive models characterized by a stronger division in work and employment. The analysis of this hypothesis is made for the specific case of call centers on the basis of a purely practical analysis carried through sectorial interviews and eight case studies. With regard to abundant sources about this study, our research offers to adopt an original angle of analysis consisting in taking into account call centers regarding their base within productive organization. We start by assuming that call centers activity isn’t entirely new and that it ensues from a transformation of former situation. Thus we have to study the activity with regard to its integration within a work division process. The implementation of the frame of reference of a productive model allows us to underline in this context a reconstruction and a division of the various dimensions of service relation through the whole industry. It leads to a flexible segmentation of jobs and a common rationalization of works borrowing an industrial and professional reasoning but which highly uses employees subjective commitment
18
Troutet, Yann. "L'analyse par objets spatiaux d'une image ETM+ de Landsat au service de l'inventaire écologique du parc national du Canada Auyuittuq". Mémoire, Université de Sherbrooke, 2009. http://savoirs.usherbrooke.ca/handle/11143/383.
Abstract (sommario):
La classification d'une image ETM+ de Landsat a été réalisée pour la cartographie des types de couverture du sol dans la moitié sud du parc national du Canada Auyuittuq. Le projet fait appel à l'analyse d'image par objets spatiaux (object-based image analysis ). Le logiciel eCognition 4.0 permet une segmentation hiérarchique de l'image qui est analogue au concept de l'inventaire écologique des parcs nationaux. Un territoire d'environ 8 300 km 2 a été cartographié à trois niveaux de perception différents à partir d'une image acquise le 13 août 2000. Un modèle numérique d'altitude fut incorporé au projet et de nombreux indices spectraux ont été calculés à partir des données ETM + . Le niveau de segmentation brute comporte 375 312 objets regroupés en 36 classes. À ce niveau, la structure de classification repose sur 118 règles référant aux paramètres spectraux, spatiaux et topographiques des segments. Ces règles combinent des systèmes de seuillages chiffrés et des opérations de tri au plus proche voisin. L'attribution des segments aux classes du projet est tributaire de ces règles et répond à une logique floue. À la suite d'une fusion de segments et d'un premier regroupement de classes, on obtient le second niveau du projet, qui compte 102 239 objets et 28 classes thématiques. Ce niveau s'apparente aux"écotypes" au sens de l'inventaire écologique des parcs nationaux. Un second regroupement réduit à 9 le nombre de classes et à 36 887 le nombre d'objets, ce qui se rapproche d'une cartographie des «écosystèmes » de l'inventaire écologique. Sur le terrain, 315 relevés photographiques de la végétation ont été réalisés dans les vallées Akshayuk et Naqsaq. Pour chaque relevé, les pourcentages de couverture de 5 strates végétales ont été estimés, de manière à ranger les relevés dans 8 classes de végétation connues a priori. Dans l'image, ce sont 135 segments qui ont pu être retenus comme échantillons. De ce nombre, 71 et 64 échantillons furent retenus respectivement pour l'entraînement et la validation de la classification au plus proche voisin qui fut réalisée pour la végétation. L'exactitude générale de la classification de la végétation a été estimée à 54,7 %. Contrairement à la végétation, le couvert non-végétal est classifié suivant principalement un système de règles, lesquelles décrivent le comportement spectral de 34 types de surfaces selon une structure de classification hiérarchique.La classification des 20 écotypes non-végétaux a été validée par photo-interprétation à l'aide de 992 segments-non-végétale est évaluée à 83,2 %. Une fois synthétisée au niveau des écosystèmes, la classification atteint un taux de succès global de 92,7 %. Pour la classification de la végétation, l'analyse d'image par objets spatiaux livre une cartographie dont l'exactitude est équivalente à celle d'une classification basée sur le pixel réalisée par Parcs Canada pour la même image (54,7 % vs 53,4 %). Notre stratification comporte cependant un plus grand nombre de catégories non-végétales et leur classification atteint un niveau d'exactitude supérieur. L'analyse par objet spatiaux nous a permis d'aller au-delà de l'analyse pûrement spectrale pour incorporer des paramètres texturaux, géométriques et contextuels à la procédure de classification. Elle résulte en une représentation plus synthétique de l'information cartographique que la classification basée sur le pixel, mais les patrons spatiaux les plus fins des milieux les plus hétérogènes sont alors perdus.La structure de classification développée pour notre image peut être transposée avec succès vers une nouvelle image, mais ceci exige que soient apportés des ajustements aux règles de classification, voire l'ajout ou la suppréssion de certaines règles.La segmentation hiérarchique s'avère utile comme analogue au concept de l'inventaire écologique des parcs nationaux. Les informations véhiculées par chacun des niveaux de notre classification sont des intrants importants pour l'inventaire écologique du parc national du Canada Auyuittuq. Une typologie définitive reste à définir tant pour la classification de la végétation que pour le couvert non-végétal des parcs nationaux de l'Arctique. Des clés de classification seraient requises pour traduire ces typologies en paramètres reconnaissables sur le terrain. En mettant en commun les diverses données de terrain existantes pour le parc national du Canada Auyuittuq et en les structurant selon ces typologies, on obtiendrait une banque d'échantillons augmentée et plus cohérente. De telles données de références s'avéreraient une base solide pour la validation des classifications présentement disponibles ainsi que pour la mise en oeuvre de travaux futurs en matière d'inventaire écologique pour le parc national du Canada Auyuittuq.
19
Feriel, Emilie. "Rapport salarial, rationalisation des modèles productifs et relation de service : le cas des centres d'appels téléphoniques". Electronic Thesis or Diss., Aix-Marseille 2, 2011. http://www.theses.fr/2011AIX24011.
Abstract (sommario):
Notre thèse se propose d’analyser les transformations des rapports salariaux à partir d’une lecture croisée de la dynamique des modèles productifs et de l’expansion de la relation de service. Nous formulons l’hypothèse que la relation entretenue avec le client devient, sous différentes facettes, une source de profit obtenue à partir du travail salarié, ce qui conduit à une transformation des modes de production caractérisée par une division du travail et des emploi plus prononcée. L’exploration de cette hypothèse est effectuée pour le cas particulier des centres d’appels téléphoniques, sur la base d’une analyse empirique réalisée à partir d’entretiens sectoriels et de huit études de cas. Au regard de l’abondante littérature portant sur cet objet d’étude, notre recherche propose d’adopter un angle d’analyse original, qui consiste à prendre en compte les centres d’appels du point de vue de leur ancrage au sein des organisations productives. Nous partons de l’idée que l’activité des centres d’appels n’est pas totalement nouvelle et qu’elle résulte d’une transformation de situations antérieures. Il s’agit alors d’étudier cette activité au regard de son insertion au sein d’un processus de division du travail. L’application de la grille d’analyse d’un modèle productif permet dans ce cadre de mettre en exergue une recomposition et un découpage des différentes dimensions de la relation de service à travers l’ensemble de l’entreprise, qui entraîne une segmentation flexible des emplois et une rationalisation commune du travail empruntant à la fois à une logique industrielle et professionnelle, mais qui mobilise fortement l’implication subjective des salariésOur thesis offers to analyze the transformation of wage earner relations through a cross reading of the productive models dynamics and the growth of the service relation. We venture the hypothesis that the relationship with the customer becomes a source of profit achieved by paid work at different level, which leads to a transformation of productive models characterized by a stronger division in work and employment. The analysis of this hypothesis is made for the specific case of call centers on the basis of a purely practical analysis carried through sectorial interviews and eight case studies. With regard to abundant sources about this study, our research offers to adopt an original angle of analysis consisting in taking into account call centers regarding their base within productive organization. We start by assuming that call centers activity isn’t entirely new and that it ensues from a transformation of former situation. Thus we have to study the activity with regard to its integration within a work division process. The implementation of the frame of reference of a productive model allows us to underline in this context a reconstruction and a division of the various dimensions of service relation through the whole industry. It leads to a flexible segmentation of jobs and a common rationalization of works borrowing an industrial and professional reasoning but which highly uses employees subjective commitment
20
Kaus, Michael. "Contributions to the automated segmentation of brain tumors in magnetic resonance images /". Berlin : Logos, 2000. http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&doc_number=009194805&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA.
21
Harrison, Anna. "Principles of experience design for airport terminals". Thesis, Queensland University of Technology, 2015. https://eprints.qut.edu.au/83947/1/Anna_Harrison_Thesis.pdf.
Abstract (sommario):
In this thesis, the issue of airport terminal design is examined from a novel perspective: that of the passenger rather than the airport operator. A qualitative approach, based on interviews with 199 passengers at Brisbane International Terminal was adopted.
The outcomes of this research make the following three key contributions to existing knowledge: (i) identification of a paradox in the Level of Service metrics, (ii) development of a conceptual model of passenger experience and six design principles and (iii) contribution towards advancing the theoretical knowledge about passengers and their experience in airport terminals.
22
MUSCI, MARIA ANGELA. "Service robotics and machine learning for close-range remote sensing". Doctoral thesis, Politecnico di Torino, 2021. http://hdl.handle.net/11583/2903488.
23
Antonello, Morris. "Semantic models of scenes and objects for service and industrial robotics". Doctoral thesis, Università degli studi di Padova, 2018. http://hdl.handle.net/11577/3422425.
Abstract (sommario):
What may seem straightforward for the human perception system is still challenging for robots. Automatically segmenting the elements with highest relevance or salience, i.e. the semantics, is non-trivial given the high level of variability in the world and the limits of vision sensors. This stands up when multiple ambiguous sources of information are available, which is the case when dealing with moving robots. This thesis leverages on the availability of contextual cues and multiple points of view to make the segmentation task easier. Four robotic applications will be presented, two designed for service robotics and two for an industrial context. Semantic models of indoor environments will be built enriching geometric reconstructions with semantic information about objects, structural elements and humans. Our approach leverages on the importance of context, the availability of multiple source of information, as well as multiple view points showing with extensive experiments on several datasets that these are all crucial elements to boost state-of-the-art performances.
Furthermore, moving to applications with robots analyzing object surfaces instead of their surroundings, semantic models of Carbon Fiber Reinforced Polymers will be built augmenting geometric models with accurate measurements of superficial fiber orientations, and inner defects invisible to the human-eye. We succeeded in reaching an industrial grade accuracy making these models useful for autonomous quality inspection and process optimization. In all applications, special attention will be paid towards fast methods suitable for real robots like the two prototypes presented in this thesis.Il sistema percettivo umano si presta alla risoluzione di compiti che possono sembrare banali, ma che al contrario si rivelano essere delle sfide per i robot. La segmentazione automatica degli elementi di maggiore rilevanza o salienza, vale a dire la semantica, ne è un esempio in quanto è soggetta ai limiti dei sensori di visione e all’elevato grado di variabilità del mondo. In particolar modo ne abbiamo esperienza quando sono presenti più fonti di informazione, spesso ambigue, come nel caso di un robot in movimento. Questa tesi dimostra come si possa sfruttare la disponibilità di indizi contestuali e punti di vista diversi per rendere più facile l’attività di segmentazione. A dimostrazione verranno presentate quattro applicazioni robotiche, due progettate per la robotica di servizio e due per un contesto industriale. Verranno costruiti modelli semantici di scene domestiche arricchendo le ricostruzioni geometriche con delle informazioni semantiche che comprendono oggetti, elementi strutturali ed esseri umani. Il nostro approccio sfrutta il contesto, la molteplicità di fonti di informazioni e dei punti di vista, servendosi di esperimenti esaustivi condotti su diversi dataset per dimostrare come questi siano elementi cruciali per aumentare le prestazioni del robot. Inoltre, considerando scenari con robot che analizzano oggetti anziché esplorare l’ambiente, verranno costruiti modelli semantici di polimeri rinforzati in fibra di carbonio arricchendo i modelli geometrici con le misurazioni precise sull’orientazione delle fibre e i difetti interni non visibili all’occhio umano. Siamo riusciti a raggiungere una precisione di livello industriale rendendo questi modelli utili per il controllo qualità automatico e l’ottimizzazione dei processi. In tutte le applicazioni, un’attenzione particolare sarà dedicata ai metodi più veloci, adatti a robot reali come i due prototipi presentati in questa tesi.
24
Salem, Nidal Eleanor. "Using Design Thinking to Explore Millennial Segmentation Gaps and Improve Relevancy within Cuyahoga Valley National Park". Kent State University / OhioLINK, 2018. http://rave.ohiolink.edu/etdc/view?acc_num=kent1524496515760127.
25
Furrer, Riccardo, Matilda Johansson e My Larsson. "Att inte följa strömmen : En studie om differentiering bland musikstreamingtjänster". Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-38754.
Abstract (sommario):
Titel: Att inte följa strömmen – en studie om differentiering bland musikstreamingtjänsterFörfattare: Riccardo Furrer, Matilda Johansson och My LarssonHandledare: Kaisa LundKurs: Kandidatuppsats 15hp i Företagsekonomi inriktning Marknadsföring, Music & Event Managementprogrammet, Linnéuniversitetet, Höstterminen 2013SyfteSyftet med denna uppsats är att analysera de sätt digitala prenumerationstjänster inom musiksektorn kan differentiera sig på marknaden. Vi vill även undersöka vad det är konsumenten anser vara viktigt i valet av en digital musiktjänst.Vi har också arbetat kring en forskningsfråga: Hur kan företag bakom digitala prenumerationstjänster inom musiksektorn positionera sig på den svenska marknaden? Metod Vi har valt att göra en kvalitativ studie som tillslut antog en abduktiv ansats. Kvalitativ metod passade oss bäst då vårt mål var att gå in på djupet i vårt ämne och inte gå på kvantitet i våra empiriska undersökningar. Den empiriska studien består av tre personliga intervjuer med personer som är aktivt involverade och kunniga inom den digitala musikbranschen. Dessutom består empirin även av två fokusgrupper med personer som använder sig av musikstreamingtjänster samt två konsumentintervjuer då uppslutningen till sista fokusgruppen blev mycket dålig. Slutsatser Vi har genom den analys vi gjort hittat band mellan verklighet och teori som sedan kopplats till den digitala musikmarknaden. Främst blev det tydligt att kundens behov är av största vikt för att tjänsten skall kunna uppfylla sitt syfte.För att detta skall kunna göras i så stor utsträckning som möjligt bör företaget rikta sig mot segment för att få så homogena behov som möjligt. Dessa segment bör urskiljas genom analys av kunder och sedan separerade av aspekter baserat på exempelvis livsstil, ålder eller konsumtionsbeteende. Vi har genom analys av kunders önskemål och tankar kring digitala musiktjänster kunna skapa en bild av hur en differentiering på den digitala musikmarknaden bör se ut.The purpose of this study is to analyze in which ways digital music subscription services may differentiate themselves from one another on the Swedish digital music market. We also want to examine how the companies providing these services can position themselves on the Swedish market by looking at what consumers of these kinds of services look for in a digital music service. To find answers we have decided to try to answer one question: How can companies behind digital music subscription services position themselves on the Swedish music market? For this study we have used a qualitative approach where we have conducted three personal interviews with people who are involved daily, in one way or another, with digital music streaming services. We also had focus groups with music service users and a few interviews with consumers. We chose this approach to get a deeper look into what customers want out of a service that offers music.By analyzing the empirical and theoretical data we could find a bond between reality and theory, which could be connected to the digital music market. It became particularly clear that customer need is the biggest importance for the service to fulfill its purpose. For this to be in the most way possible, the company must aim towards similar customer needs by creating segments in the market. These segments should be constructed trough an analysis of the customersand then separated by aspects based on lifestyle, age or consumer behavior. We have been analyzing customer needs and assumptions of music services. The results helped us create a picture of an ideal differentiation strategy of the Swedish digital music market.
26
Zhang, Jianhua. "Essays on emerging market finance /". Göteborg, Sweden : Nationalekonomiska institutionen, Göteborgs universitet, 1999. http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&doc_number=008790109&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA.
27
Johansson, Joanna, e Johanna Lindgren. "It’s greener to dive in the Philippines! : A qualitative study of green marketing in dive and adventure tourism". Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-49596.
Abstract (sommario):
Purpose and research question: The purpose of this study is to provide and attain a deeper understanding of how the business philosophy of green marketing affects recreational adventure tourism. Further, the study intends to identify and analyze green marketing in relation to service development, green marketing strategies, branding, segmentation and positioning in the dive tourism sector. This has formulated our research question: How does green marketing affect adventure tourism? Methodology: A qualitative research method offers a deeper understanding of the effects of green marketing in the context of recreational dive tourism sector which is currently one of the fastest growing categories of adventure tourism. The study has followed an abductive research approach with an inductive initial departure and thereafter a simultaneously assemble of a theoretical framework during the sequence of conducting ten in-depth interviews. Conclusion: During this study we have identified tendencies deriving from the empirical findings and the literature review. The theoretical implications of this thesis involve filling the research gap of green marketing in a context of dive and adventure tourism. Furthermore, the practical implications involve that an implementation of green marketing can imply competitive advantages and exert a strong differentiation effect on brands. Thus, the integration of green performances and the communication sustainability could facilitate the dive tourism sector’s development towards increased environmental awareness. We further argue that the effects of green marketing in the dive tourism could be applicable in other categories of adventure tourism due to its dependency on nature and the current increasing trend of environmental awareness.
28
Jedličková, Lucie. "Uplatnění marketingu v sektoru služeb". Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2009. http://www.nusl.cz/ntk/nusl-264837.
Abstract (sommario):
This diploma work deals with marketing utilization in service sektor, concrete in legal profession. The objective was to make analysis of marketing assertion in legal office. On the basis of suitable methods was followed and evaluated actual posture of marketing literacy in legal office. Result of practical analyses was definition of barriers, handicaps, reserves and opportunities at marketing utilization in legal office. Theoretical part features information about marketing in service sektor, shows in legal profession domain and gets acquainted with used methods. Practical part analyses contemporary state in legal office. By means of suitable methods is drafted the measure, how to eliminate barriers, handicaps and reserves and to take advantage of opportunities.
29
Liu, Yulin. "Urban transit quality of service : user perception and behaviour". Thesis, Queensland University of Technology, 2013. https://eprints.qut.edu.au/61517/1/Yulin_Liu_Thesis.pdf.
Abstract (sommario):
Despite its potential multiple contributions to sustainable policy objectives, urban transit is generally not widely used by the public in terms of its market share compared to that of automobiles, particularly in affluent societies with low-density urban forms like Australia. Transit service providers need to attract more people to transit by improving transit quality of service. The key to cost-effective transit service improvements lies in accurate evaluation of policy proposals by taking into account their impacts on transit users. If transit providers knew what is more or less important to their customers, they could focus their efforts on optimising customer-oriented service. Policy interventions could also be specified to influence transit users’ travel decisions, with targets of customer satisfaction and broader community welfare. This significance motivates the research into the relationship between urban transit quality of service and its user perception as well as behaviour.
This research focused on two dimensions of transit user’s travel behaviour: route choice and access arrival time choice. The study area chosen was a busy urban transit corridor linking Brisbane central business district (CBD) and the St. Lucia campus of The University of Queensland (UQ). This multi-system corridor provided a ‘natural experiment’ for transit users between the CBD and UQ, as they can choose between busway 109 (with grade-separate exclusive right-of-way), ordinary on-street bus 412, and linear fast ferry CityCat on the Brisbane River. The population of interest was set as the attendees to UQ, who travelled from the CBD or from a suburb via the CBD. Two waves of internet-based self-completion questionnaire surveys were conducted to collect data on sampled passengers’ perception of transit service quality and behaviour of using public transit in the study area.
The first wave survey is to collect behaviour and attitude data on respondents’ daily transit usage and their direct rating of importance on factors of route-level transit quality of service. A series of statistical analyses is conducted to examine the relationships between transit users’ travel and personal characteristics and their transit usage characteristics. A factor-cluster segmentation procedure is applied to respodents’ importance ratings on service quality variables regarding transit route preference to explore users’ various perspectives to transit quality of service. Based on the perceptions of service quality collected from the second wave survey, a series of quality criteria of the transit routes under study was quantitatively measured, particularly, the travel time reliability in terms of schedule adherence. It was proved that mixed traffic conditions and peak-period effects can affect transit service reliability.
Multinomial logit models of transit user’s route choice were estimated using route-level service quality perceptions collected in the second wave survey. Relative importance of service quality factors were derived from choice model’s significant parameter estimates, such as access and egress times, seat availability, and busway system. Interpretations of the parameter estimates were conducted, particularly the equivalent in-vehicle time of access and egress times, and busway in-vehicle time. Market segmentation by trip origin was applied to investigate the difference in magnitude between the parameter estimates of access and egress times. The significant costs of transfer in transit trips were highlighted. These importance ratios were applied back to quality perceptions collected as RP data to compare the satisfaction levels between the service attributes and to generate an action relevance matrix to prioritise attributes for quality improvement.
An empirical study on the relationship between average passenger waiting time and transit service characteristics was performed using the service quality perceived. Passenger arrivals for services with long headways (over 15 minutes) were found to be obviously coordinated with scheduled departure times of transit vehicles in order to reduce waiting time. This drove further investigations and modelling innovations in passenger’ access arrival time choice and its relationships with transit service characteristics and average passenger waiting time. Specifically, original contributions were made in formulation of expected waiting time, analysis of the risk-aversion attitude to missing desired service run in the passengers’ access time arrivals’ choice, and extensions of the utility function specification for modelling passenger access arrival distribution, by using complicated expected utility forms and non-linear probability weighting to explicitly accommodate the risk of missing an intended service and passenger’s risk-aversion attitude.
Discussions on this research’s contributions to knowledge, its limitations, and recommendations for future research are provided at the concluding section of this thesis.
30
Van, Tonder Francois Petrus. "Customer relationship management from the perspective of a trackless mining equipment maintenance organisation / Francois Petrus van Tonder". Thesis, North-West University, 2008. http://hdl.handle.net/10394/4195.
Abstract (sommario):
This study deals with Customer Relationship Management (CRM) of a department of an Original Equipment Manufacturer (OEM) of trackless mining equipment. The study was done from the service deliverer's perspective. The aim of the study was to determine an effective Customer Satisfaction Index (CSI) in order to assist the OEM to deliver superior satisfaction to its customers in the Aftermarket service delivery environment. It also aims to determine what the OEM needs to do to meet the customers' demands in order to develop a meaningful relationship for both the customer and the service provider.
The gap in the perceptions of the customers and the perceptions of the managers of the OEM's Aftermarket service contracts were identified, to reveal the Key Performance Areas (KPAs) for improvement. In order to reveal these KPAs, a literature study was conducted, as a first part of the study. The literature study also helped to create a better understanding of CRM, superior customer value and satisfaction in the service environment.
The second part of the study consisted of an empirical investigation. Customers and managers of the OEM's Aftermarket service contracts had to complete questionnaires. Completed questionnaires were received from the total population of the customers and managers. The analysis of the database that was compiled from the questionnaire's responses was done by using Microsoft's ® Office 2007 Suite, supported by Levine, Stephan, Krehbiel and Berenson's textbook Statistics for Managers Using Microsoft ® Excel.
The analysis identified a significant difference in seven out of the seventy-eight aspects, in the responses from the customers' perceptions versus the perceptions of the OEM's managers. The analysis also provided a base for the CSI. The combination of these aspects and the CSI exposed five KPAs which need to be improved by the service provider to meet the customers' demands. Improvement of the exposed five KPAs will assist to develop a meaningful relationship for both the customer and the service provider.
This study recommended that the OEM develops an action plan based on the climate survey that was done in 2008 in the company and that the OEM improves the communication to the customers related to the OEM remuneration strategy. Furthermore, it was recommended that the importance of the information provided is emphasised by changing the reporting lines, that the defects with regard to the service exchange components' repairs are reported according to the ISO9001 system. A further recommendation is that the benefits to the customer to promote the OEM's service contracts should be communicated to the customer. Lastly, training to the OEM's managers to manage a service level agreement (SLA) successfully was recommended.Thesis (M.B.A.)--North-West University, Potchefstroom Campus, 2009.
31
Anaba, Ebanda Valéry Armel. "Contribution à l'analyse de la relation qualité perçue - satisfaction dans les services d'hébergement touristique". Phd thesis, Université de Bourgogne, 2010. http://tel.archives-ouvertes.fr/tel-00717829.
32
Fernández, Abenoza Roberto. "Improving Travel Satisfaction with Public Transport". Licentiate thesis, KTH, Systemanalys och ekonomi, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-200734.
Abstract (sommario):
The existing link between PT travelers’ satisfaction, ridership and loyalty prove the relevance of improving overall trip satisfaction. The thesis present an array of approaches and methodologies aiming at increasing overall satisfaction with PT door-to-door trips while covering important issues that previous research has failed to address. These knowledge gaps include: disregarding the different needs and priorities of different type of travelers; overlooking the evolution over time and across geographical areas that overall satisfaction and satisfaction with specific service attributes may experience; and, neglecting the importance of access and egress legs. Based on the Swedish customer satisfaction barometer (2001-2013), an investigation of the determinants of PT satisfaction and their evolution over time (I) shows that: a) the deterioration of overall satisfaction with PT in Sweden in recent years is driven by a decrease in satisfaction with customer interface and length of trip time; b) these two service aspects as well as operation are found as key determinants of overall satisfaction which users consistently rate among the least satisfactory. The diversity of needs and priorities of SKT travelers was reduced into 5 distinctive multi-modal travelers’ groups (II). These travelers’ groups exhibited geographical disparities and an in between-groups overall similarity in the importance attached to the service attributes. Nevertheless, some noticeable differences could be observed. The service attributes’ importance levels reveal overall changes in appreciations and consumption goals over time. A number of both normative and heuristic satisfaction aggregation rules are tested on METPEX dataset for different types of trip configurations (III). The results show that normative rules can better reproduce overall travel satisfaction than heuristic rules, indicating that all trip legs need to be considered when evaluating the overall travel experience.Kontinuerlig urban tillväxt, miljöproblem, konkurrens om begränsat utrymme, längre pendlingsavstånd samt behovet av att främja rättvisa och jämlikhet i samhället är de främsta anledningarna till förbättringar av kollektivtrafikens (KT) tjänster och attraktionskraft för att få fler resenärer att byta från bil till KT och därmed en viktig politisk fråga i många länder över hela världen. Den befintliga kopplingen mellan KT-resenärens tillfredsställelse, antalet passagerare och lojalitet visar betydelsen av att förbättra resans övergripande tillfredsställelse. De tre artiklar som ingår i denna licentiatavhandling presenterar en rad tillvägagångssätt och metoder som syftar till att öka den totala tillfredsställelsen med KT i ”från dörr till dörr”-resor samt täcker viktiga frågor som tidigare forskning har misslyckats med att ta itu med. Dessa kunskapsluckor inkluderar de olika behov och prioriteringar som olika typer av resenärer har, utveckling över tid och över geografiska områden som total tillfredsställelse och tillfredsställelse med specifika serviceattribut kan påverkas av samt försummelsen av resans av- och påstigningsdelar. Baserat på den svenska kundtillfredsställelsebarometern Svensk Kollektivtrafikbarometer (SKT) visar en undersökning av bestämningsfaktorerna för KT- tillfredsställelse och deras utveckling över tiden för KT-användare under åren 2001-2013 att (Artikel I): a) det skett en försämring av den sammanlagda tillfredsställelsen med KT i Sverige under de senaste åren som drivits av en minskning av tillfredsställelsen med kundgränssnittet och resans tid; b) att dessa två serviceaspekter samt drift är helt avgörande för övergripande tillfredsställelse och som resenärer konsekvent graderar bland de minst tillfredsställande. Mångfalden av behov och prioriteringar för SKT-resenärer reducerades till 5 distinkta multimodala resenärsgrupper (Artikel II). Dessa resenärsgrupper uppvisade geografiska skillnader och en i mellan-grupper övergripande likhet i vikt som fästs vid serviceattribut. Likväl kan några märkbara skillnader observeras. Serviceattributens betydelse avslöjar övergripande förändringar i uppskattnings- och konsumtionsmål över tid. De mer frekventa KT-användarsegmenten är mer nöjda över hela spektret och kännetecknas av en mer balanserad fördelning av attributens betydelse, medan en av grupperna – bilpendlare på landsbygden - är markant missnöjda med service- och driftattribut. Ett antal både normativa och heuristiska regler för aggregerad tillfredsställelse testas på METPEX-data (A Measurement Tool to determine the quality of the Passenger EXperience) för olika typer av resekonfigurationer (Artikel III). Detta görs för att förstå hur resenärer kombinerar delresors tillfredsställelse i en övergripande utvärdering av hela resan och för att undersöka den relativa betydelsen av tillfredsställelse med påstignings-, huvud- och avstigningsdel för hela reseupplevelsen i ”från dörr till dörr”-resor. Resultaten visar att normativa regler bättre kan återge övergripande resetillfredsställelse än heuristiska regler, vilket tyder på att alla resans delar måste beaktas när man utvärderar den samlade reseupplevelsen. I synnerhet ger viktning av tillfredsställelse med individuella delresor och de upplevda delresornas restider den bästa predikatorn för övergripande resetillfredsställelse, särskilt vid tillämpning av en väntetidsvikt på 3 eller 4 gånger i fordons- eller gångtid. Denna uppsättning artiklar skulle kunna hjälpa myndigheter att bättre utvärdera och tillgodose resenärernas behov genom att stödja tilldelning av resurser och prioriterandet av åtgärder i den mest effektfulla delen i en ”från dörr till dörr”-resa.
El rápido crecimiento urbano, problemas medioambientales, la competencia por el uso de espacios cada vez más limitados, el aumento de la distancia en los viajes pendulares así como la necesidad de fomentar una sociedad más equitativa e igualitaria, son algunas de las principales razones que hacen de la mejora de los servicios de transporte público (TP) y del trasvase de usuarios del transporte privado motorizado al TP una política clave en muchos países del mundo. La relación existente entre la mejora de la satisfacción del usuario de TP con el incremento de usuarios y de su fidelidad, prueban la importancia de mejorar la satisfacción global del usuario con el viaje. Los tres artículos incluidos en esta tesis de mitad de doctorado, en Suecia Licentiate thesis, presentan un variedad de enfoques y métodos que tienen como objetivo incrementar la satisfacción global con los viajes de puerta a puerta (desde el origen hasta el destino final) en los que el transporte público está involucrado, a la par de cubrir cuestiones importantes que no han abordado estudios previos. Estas lagunas de conocimientos incluyen: ignorar las distintas prioridades y necesidades de distintos tipos de viajeros; pasar por alto que tanto la satisfacción global con el viaje como la satisfacción con los atributos específicos del servicio pueden experimentar cambios a lo largo del tiempo y entre diversas zonas geográficas; y, el obviar la importancia que otras etapas del viaje (acceso y egreso), diferentes a la principal, pueden ejercer sobre la valoración global del viaje. Basado en el barómetro sueco de satisfacción del usuario de transporte público (SKT), se estudian los determinantes de la satisfacción con el TP y su evolución temporal, para usuarios de TP y para el período 2001-2013 (Artículo I). El artículo muestra que: a) el deterioro de la satisfacción global con el TP sueco experimentado en los últimos años se debe a la disminución de la satisfacción con el modo en el que la agencia de TP gestiona las quejas y el trato con los usuarios (customer interface), y de la duración del viaje (length of trip time); b) frequencia y la fiabilidad del servicio (operation) se suman a los dos ya mencionados atributos del servicio como factores determinantes de la satisfacción global con el TP. Son precisamente estos tres atributos los que consistentemente reciben unas valoraciones situadas entre las menos satisfactorias. Basándose en las características de tipo socio-económico, en las del viaje y en coeficientes de accesibilidad, se obtienen cinco grupos de viajeros multimodales relativamente homogéneos, los cuales ayudan a simplificar la complejidad existente, en términos de necesidades y prioridades, de todos los viajeros suecos - SKT (Artículo II). Los cinco grupos de viajeros exhiben disparidades geográficas y, en general, una semejanza entre grupos en la importancia atribuida a los atributos del servicio. Sin embargo, existen algunas diferencias notorias. A lo largo del tiempo, los niveles de importancia de los atributos del servicio revelan cambios generales en las apreciaciones y objetivos de consumo. Los grupos de viajeros que viajan más frecuentemente con transporte público están, de forma generalizada, más satisfechos con el viaje y muestran una distribución más equilibrada de la importancia dada a los atributos del servicio. Se hace destacable la marcada insatisfacción que uno de los grupos – los automovilistas rurales pendulares (rural motorist commuters)- muestran con los atributos relacionados con la operación (fiabilidad y frequencia). Una serie de reglas de agregación de la satisfacción del viajero, tanto normativas como heurísticas, son examinadas en el conjunto de datos de METPEX (Una herramienta de medición para determinar la calidad de la experiencia del viajero) para distintos tipos de configuraciones de viaje (Artículo III). El objetivo de este artículo es; entender como los viajeros combinan la satisfacción con cada una de las etapas del viaje en su valoración global del viaje, e investigar la importancia relativa que cada una de las tres etapas del viaje (acceso, principal y egreso) tienen sobre la experiencia de un viaje completo de puerta a puerta. Los resultados muestran que, en comparación con las reglas heurísticas, las reglas normativas pueden reproducir de una mejor manera la satisfacción global con el viaje; indicando que todas las etapas del viaje necesitan ser consideradas cuando se evalúa la experiencia global del viaje. En particular la ponderación de la satisfacción con cada una de los segmentos del viaje[1] con la duración percibida para cada una de los segmentos del viaje produce el mejor indicador de la satisfacción global del viaje, especialmente cuando se aplica una penalización por cada minuto de espera equivalente a 3 o 4 veces el tiempo en movimiento y/o caminando. Éste conjunto de artículos pretende ayudar a las operadores y autoridades pertinentes a evaluar y proveer de la mejor manera posible las necesidades de los viajeros mediante la priorización de medidas y asignación de recursos a la parte más relevante del viaje multimodal puerta a puerta. [1] Un segmento del viaje (trip leg) es la parte más pequeña en la que se descompone un viaje de puerta a puerta. Una etapa del viaje puede estar compuesta de uno o más segmentos del viaje.
QC 20170202
33
Davhana, Shandukani Albert. "The influence of mobile internet on advertising to consumers in the short–term insurance industry / by Shandukani A. Davhana". Thesis, North-West University, 2009. http://hdl.handle.net/10394/4479.
Abstract (sommario):
Marketing and advertisement activities are transforming as new digital media streams emerge. It is believed that the first major digital transition took place when broadcast media such as television and cinema, also called first screen, to the PC Internet, referred to as the second screen, entered the media industry. The last couple of years saw an expanding transition into the third screen, which is the mobile handset, commonly known as cellphones in South Africa.
The rapid explosion of mobile phones and other mobile devices has created a new marketing channel. The use of Short Messaging Service, Multimedia Message Service, Graphic WAP Banners, and Video Clips to communicate with customers through their mobile devices / cellphones has gained popularity, making the mobile phone the ultimate medium for one–to–one or one–to–many marketing. And the more mobile handsets penetrate the mass market, the greater are the opportunities for advertising experiences.
This exploratory study investigates the impact / effectiveness of mobile advertising to consumers in the short–term insurance industry. The study briefly focuses on whether marketers are reaping the benefits of using this medium to communicate and market their products and services to the identified target market.
The findings indicate that mobile advertising has an impact on consumers in the short–term insurance industry. It was also envisaged that where mobile advertising seems to have no effect, the root of the problem lies in the mass marketing approach. Customers are looking for full customisation of mobile marketing messages, based on their individual requirements, tastes, preferences, location, time, and it should also add value to consumers. For maximum impact, it is also recommended that marketers should build measurements, targeting and optimisation into their campaign processes.Thesis (M.B.A.)--North-West University, Potchefstroom Campus, 2011.
34
Fabbeke, Andreas, e Johan Norin. "AppleTM 1 - 0 Allsvenskan : En uppsats om varumärken och fotboll i en föränderlig värld". Thesis, University of Kalmar, Baltic Business School, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:hik:diva-1878.
Abstract (sommario):
The purpose of this essay is to analyse and understand how branding can take place in a football organisation. Football clubs have for a long time been seen as non-profit organisations but since money have become a main factor also in football these days the organisations are more or less turning in to commercial businesses. Football organisations have for many years neglected the assets of actively contributing values to their brand. Despite that branding doesn't seem to be seen as important in football organisations as it is for real companies who spend a fortune of money on building strong brands, which makes us curious to find out how this approach can be developed also in football. We are also interested in what the characteristics are and which underlying factors that determines the choice of a football brand. The essay is based on a qualitative method where six interviews have been performed. The persons that we have selected for our interviews are persons that have a great knowledge regarding both sports and branding. The outcomes of these interviews have been the base for our analysis which is presented in the fourth chapter. Since we have been using a qualitative method it is hard for us to make any generalisations regarding this subject, so to get deeper insight we would like to refer to chapter four and five for further reading.
35
Fabbeke, Andreas, e Johan Norin. "AppleTM 1 - 0 Allsvenskan : En uppsats om varumärken och fotboll i en föränderlig värld". Thesis, Högskolan i Kalmar, Handelshögskolan BBS, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:hik:diva-1878.
Abstract (sommario):
The purpose of this essay is to analyse and understand how branding can take place in a football organisation. Football clubs have for a long time been seen as non-profit organisations but since money have become a main factor also in football these days the organisations are more or less turning in to commercial businesses. Football organisations have for many years neglected the assets of actively contributing values to their brand. Despite that branding doesn't seem to be seen as important in football organisations as it is for real companies who spend a fortune of money on building strong brands, which makes us curious to find out how this approach can be developed also in football. We are also interested in what the characteristics are and which underlying factors that determines the choice of a football brand. The essay is based on a qualitative method where six interviews have been performed. The persons that we have selected for our interviews are persons that have a great knowledge regarding both sports and branding. The outcomes of these interviews have been the base for our analysis which is presented in the fourth chapter. Since we have been using a qualitative method it is hard for us to make any generalisations regarding this subject, so to get deeper insight we would like to refer to chapter four and five for further reading.
36
Cartwright, Kimberley. "A comparative case investigation of the retail industry : comparing the nature of HRM, emotional labour and the influence of the customer". Thesis, University of Manchester, 2014. https://www.research.manchester.ac.uk/portal/en/theses/a-comparative-case-investigation-of-the-retail-industry-comparing-the-nature-of-hrm-emotional-labour-and-the-influence-of-the-customer(13045a8d-138e-464d-8eb3-618b03a7b7b3).html.
Abstract (sommario):
Retail work constitutes an estimated 10.5 per cent of the UK workforce (British Retail Consortium, 2011). The literature suggests homogeneity in the nature of HRM in the retail industry with low formal skills, pay and trade union density associated with this context (Skillsmart Retail, 2010; Department for Business Innovation and Skills, 2010). Furthermore, the downward pressure on the working conditions of employees is observed across front-line work in general and this, seemingly does not improve with competitive strategy (Kelliher and Perrett, 2001; Lloyd, 2005; Lloyd, Warhurst and Dutton, 2013). However, the service work literature reveals diversity at the workplace level in the performance of emotional labour (Bolton, 2000) and the different types of customer (Bolton and Houlihan, 2005). Yet there are gaps in the literature related to how the performance of emotional labour compares and contrasts across retail organisations through different management control mechanisms as well as how the employee-customer interaction may explain diversity at the workplace level. The thesis draws on a comparative case approach of four case study organisations in the retail industry each reflecting different market positions in clothing and electrical product markets. A total of 37 semi-structured interviews were conducted with managers and employees across the case study stores. In addition the methodology also included the analysis of the customer perspective which is traditionally missing in the work and employment relations literature (Korczynski, 2009) This included collecting data using eighteen customer shopping reports, a method based on qualitative diaries. The overall aim of the study was to compare and contrast management, employee and customer perspectives across different retail organisation contexts and explore how the nature of HR and the performance of emotional labour are framed and reframed by the dynamics and negotiations that take place between these three actors. The findings reveal homogeneity in the nature of HRM with no improvement in recruitment and selection, training, pay and collective employee involvement going up the quality chain in the retail industry. This confirms other studies in the service industry more generally (Kelliher and Perrett, 2001; Lloyd, 2005; Lloyd et al, 2013). However within this downward pressure on the nature of HRM there were elements of diversity in the management requirements for the performance of emotional labour and the conceptualisation of the customer which shaped the employee-customer interaction in much broader terms than Strategic HR theorists might have assumed. To understand diversity across the retail organisations it was necessary to analyse the nature of employee-customer interactions within the context of management performance strategies. This revealed that many of the nuances between the case study retailers related to the ways the customer shapes, and is shaped, by the performance of emotional labour. The thesis will argue for the continued relevance of the concept of triangular relations which has been recently criticised (Belanger and Edwards, 2013) because it recognises the three actors that shape the performance of emotional labour at the level of workplace relations.
37
Nguyenová, Daniela. "Analýza vnímání značky Pure Jatomi fitness zákazníky". Master's thesis, Vysoká škola ekonomická v Praze, 2013. http://www.nusl.cz/ntk/nusl-193851.
Abstract (sommario):
The main objective of my diploma thesis is to analyse customers perception of Pure Jatomi Fitness brand. Based on results of a questionnaire survey, I recommended improvements that the management of the company should take into consideration in order to reach better results. In the theoretical part, I defined the concepts of service marketing, mark and its elements. Then I also focused on terms such as segmentation, targeting and positioning. The next chapter is devoted to the qualitative and quantitative research methods. In the practical part, I mentioned characteristics of Pure Jatomi Fitness company as to it's history and philosophy. I analysed the competitive market of Prague fitness centers and I presented the SWOT analysis. In the research part, I defined target segment of this fitness center chain with emphasis on analysing the perception of the respondents. In the final chapter, I proposed appropriate improvements that would strenghten the accurate position of Pure Jatomi Fitness.
38
Svoboda, Jiří. "Analýza možností rozvoje zákaznického servisu společnosti E.ON Česká republika, s.r.o". Master's thesis, Vysoká škola ekonomická v Praze, 2013. http://www.nusl.cz/ntk/nusl-191938.
Abstract (sommario):
This thesis is focused on E.ON Group, one of the biggest provider of electricity and natural gas in the Czech republic. The E.ON Group will be compared with other competitive suppliers in customer service area. The aim of this thesis is to evaluate the suitability of services in mentioned area. This comparison should result in creating new solutions and possibly new services provided by E.ON Group. The theoretical part will contain basis applicable in real world, such as situational analysis, segmentation, and other elements necessary for a deeper insight into the E.ON Group. Finally these elements will be applied to the actual market situation in the practical part of this thesis.
39
Madosh, Farzana, e Betty Ålander. "An Evaluation of the Marketing Process in B2B and B2C Startups". Thesis, KTH, Skolan för industriell teknik och management (ITM), 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-261656.
Abstract (sommario):
Marketing is a key function for all organizations and is seen as essential in order to achieve success when launching a new business. Following from the overwhelming amount of accessible data for companies, there exist an urge to understand what activities to include in the marketing process and how to manage them. Despite the vital role and the urge to further understand marketing, there is a lack of research about marketing in the small entrepreneurial business context that is encountered in startups. In addition, a call for further development of empirical research is identified in the business to business (B2B) and business to consumer (B2C) dichotomy. Therefore, the purpose of this study was to evaluate the marketing process used by B2B and B2C Software as a Service (SaaS) startups. This in order to contribute with understanding of the marketing process in the startup context and contribute with development of the research within the B2B and B2C dichotomy. This was done by conducting a multiple case study where the empire was collected from four SaaS startups either selling to consumers or businesses. The empirical findings of the study show that the customer type, being a consumer or a business, affects the marketing process. Both differences and similarities were identified between the marketing process applied in the B2B and the B2C startups. Due to different levels of knowledge within the companies and different complexity levels in the buying process differences were found in the evaluation, segmentation, targeting and positioning done by the B2B and the B2C startups. It was found that the B2B companies put in less effort into the market analysis and segmentation compared to the B2C companies. Historically the channels utilized were identified to be different between the segments. However, a trend towards similar targeting channels was identified since the B2B segment is moving towards using more inbound marketing, which already is the main approach applied by the B2C segment. The B2B segment was, compared with the B2C segment, also identified to put more emphasize on achieving a position within the market that radiates credibility. Furthermore, the marketing process was found to be approached differently in startups than what was suggested in literature due to the lacking attention given to the scare resources and the innovative environment of a startup. A suggestion was therefore provided of how the marketing process better could be adapted to the startup context by including a feedback loop, making the marketing process more iterative.Marknadsföring är en nyckelfunktion för alla organisationer och ses som en avgörande framgångsfaktor vid uppstarten av ett nytt företag. Till följd av den överväldigande mängden data som många företag besitter finns det ett behov av att förstå vilka aktiviteter som ska ingå i marknadsföringsprocessen samt hur man på bästa sätt hanterar dessa aktiviteter. Trots marknadsföringens vitala roll och det identifierade behovet av ytterligare förståelse är det brist på forskning om marknadsföring inom det entreprenöriella småföretagskontext som påträffas i startups. Vidare identifierades ett behov för vidareutveckling av den empiriska forskningen inom business to business (B2B) och business to consumer (B2C) dikotomin. Syftet med denna studie var därför att utvärdera marknadsföringsprocessen som används av B2B och B2C startups som tillhandahåller mjukvara som en tjänst. Detta för att skapa ökad förståelse av marknadsföringsprocessen i startupkontexten, men även för att bidra i utvecklingen av forskningen inom B2B och B2C dikotomin. Detta gjordes genom en fallstudie där empirisk data samlades in från fyra startups som tillhandahåller en mjukvara som en tjänst och som antingen säljer till konsumenter eller till företag. De empiriska resultaten av studien påvisar att kundtypen, konsument eller företag, påverkar marknadsföringsprocessen. Både skillnader och likheter identifierades mellan marknadsförings-processen som används av startups som säljer till antingen konsumenter eller företag. På grund av olika kunskapsnivåer inom företagen och olika komplexitetsnivåer i inköpsprocessen identifierades skillnader i utvärderingen, segmenteringen, inriktningen och positioneringen som gjordes av B2B och B2C startups. Det påvisades att företagen som säljer till andra företag satsar mindre på marknadsanalys och segmentering jämfört med de företagen som säljer till konsumenter. Historiskt sett har olika marknadsföringskanaler använts av de två segmenten. En trend har emellertid identifierats mot användning av liknande kanaler, eftersom B2B segmentet rör sig mot att tillämpa inkommande marknadsföring, vilket redan är det huvudsakliga tillvägagångssättet som tillämpas inom B2C segmentet. B2B segmentet identifierades även, jämfört med B2C segmentet, lägga vikt vid att uppnå en position inom marknaden som utstrålar trovärdighet. Vidare visade sig marknadsföringsprocessen i startups skilja sig från vad som föreslogs i litteraturen, detta till följd av att litteraturen inte tar hänsyn till de bristande resurserna och den innovativa miljön som präglar en startup. Därför tillhandahålls ett förslag på hur marknadsföringsprocessen bättre kan anpassas till startupkontexten, detta genom att inkludera en återkopplingsslinga vilket resulterar i en mer iterativ marknadsföringsprocess.
40
So, Hong-pak Ryan. "A study on the segmentation of Hong Kong mobile communications market and its marketing implications /". Hong Kong : University of Hong Kong, 1995. http://sunzi.lib.hku.hk/hkuto/record.jsp?B14038614.
41
Gasiorovičová, Markéta. "Segmentace ve finanční instituci". Master's thesis, Vysoká škola ekonomická v Praze, 2009. http://www.nusl.cz/ntk/nusl-16591.
Abstract (sommario):
Work is focused on main problems of segmentation in practical life taking complicated financial services showing difficulties the market is facing. Aa main stream is author describing czech insurance market where segmentation has held a prime place within media and insurers interest. On the other hand is also showing banking sector where easy and simple marketing segmentation has been adopted. After analyzing the real situation, author is taking best practice advise from real world and also recommendation on what to do next from theory.
42
Habartová, Tereza. "Marketingová strategie vinného sklepu". Master's thesis, Vysoká škola ekonomická v Praze, 2015. http://www.nusl.cz/ntk/nusl-201719.
Abstract (sommario):
Diploma thesis Marketing strategy of wine cellar will introduce strategic mareting and service marketing in theoretical part. Furthermore, in the theoretical part, I write about the segmentation, targeting and positioning. The practical part is devoted to the story of wine cellar, statistical data about wine and competition analysis. The most part of the practical part deals with questionnaire. The results of this investigation should be useful to the proper market segmentation, targeting and positioning further. The evaluation questionnaire also illustrate SWOT analysis and recommendations for the owners of the wine cellar.
43
Panda, Lalitendu 1963. "An exploratory study of segmentation models and identifiers of customer propensity for third party logistics services". Thesis, Massachusetts Institute of Technology, 1999. http://hdl.handle.net/1721.1/80169.
44
施志宗. "A Study of Market Segmentation for CPA Service". Thesis, 1995. http://ndltd.ncl.edu.tw/handle/52389167388728377981.
Abstract (sommario):
碩士國立臺灣科技大學
管理技術研究所
83
This article used benefit-sought and information-source as bases for market segmentation to analyze the market structue for CPA services. Data was collected from a systematic sample of domestic firms. Both benefit-sought and information-source segmentations were described by linking CPA selection criteria, information source and buying center with client firm characteristics such as firm size. The results provide evidence about the applicability of market segmentation models to a CPA service market. The findings of this article are: 1.Benefit-sought segmentation can be used effectively to describe the market structure of CPA service. 2.Information-source segmentation can be used effectively to describe the market structue of CPA service. 3.There exist significant differences in information source, buying center and client firm characteristics among different benefit-sought segmentations. 4.There exist significant differences in CPA selection criteria, buying center and client firm characteristics among different information-source segmentations.
45
Voorhees, Clay M. Cronin J. Joseph. "A customer equity-based segmentation of service consumers an application of multicriterion clusterwise regression for joint segmentation settings /". 2006. http://etd.lib.fsu.edu/theses/available/etd-05082006-140753.
Abstract (sommario):
Thesis (Ph. D.)--Florida State University, 2006.Advisor: J. Joseph Cronin Jr., Florida State University, College of Business, Dept. of Marketing. Title and description from dissertation home page (viewed Sept. 27, 2006). Document formatted into pages; contains xi, 209 pages. Includes bibliographical references.
46
Chia-chun, Liu, e 劉家駿. "A Study of Segmentation and Service Quality of Outbound Tour Market". Thesis, 1995. http://ndltd.ncl.edu.tw/handle/92915343316779423615.
47
Chen, Ni-Man, e 陳妮蔓. "Digital Convergence Service Research on Consumer Market Segmentation and Continuance Intention". Thesis, 2015. http://ndltd.ncl.edu.tw/handle/18385682149829231843.
Abstract (sommario):
碩士銘傳大學
企業管理學系碩士班
103
As information technology is continues to progress and innovation, domestic digital service market liberalization, providing a variety of services to consumers, and increase the selectivity of consumers, resulting in increasingly competitive market. Domestic digital convergence service market is dominated by Chunghwa Telecom MOD (Multimedia on Demand) and digital cable TV. The study mainly of Chunghwa Telecom MOD and digital cable TV customers, with information systems success model as the basic structure, quality factor, user satisfaction and continuance intention are the constructs. In the questionnaire survey method were returned 309 questionnaires, 300 valid questionnaires. The questionnaire data for statistical analysis and clustering to explore the customer experience, try to understand consumer after using MOD or digital cable TV, the viewing behavior preferences, continuance intention and to establish "content-satisfaction", "simple-operation", "service assurance" three kinds of market segmentations. Finally, the results of the questionnaire were cross compare, explore the differences between clusters in consumer characteristics, actual usage, user satisfaction and other aspects, according to findings presented as the more appropriate grouping 4P marketing strategy, its results can be digital convergence service reference.
48
Ting, Chen-Kang, e 丁介棡. "Market Segmentation and Service Satisfaction of Electronic Commerce for Port of Kaohsiung". Thesis, 2001. http://ndltd.ncl.edu.tw/handle/01424498989465839392.
Abstract (sommario):
碩士國立成功大學
交通管理學系
89
This study seeks to examine the market segmentation and service satisfaction of electronic commerce for Port of Kaohsiung. Firstly, the important and satisfaction levels of service attributes and selection criteria of electronic commerce were conducted. Further, five factors were extracted from service attributes based on a factor analysis. These were defined as: harbor service, enquiry service, communication and support service, port information service as well as information service. In addition, five factors of selection criteria included content factor, facility factor, technological support factor, security factor and response factor were founded in this research. Thirdly, a cluster was used to classify those ocean carriers into three groups. These three groups were characterized as: multiple and technological services oriented firms, information and content oriented firms, as well as port information oriented firms. Finally, the results indicated that schedule search and on-line support service were perceived as most important service attributes and needed to improve in the current electronic commerce services. The use of this framework may be a useful approach for port authority to develop their strategies in electronic commerce market.
49
Yang, Wen-Lin, e 楊文麟. "The Study of Market Segmentation and Service Quality Gap of Consumer Banking". Thesis, 1999. http://ndltd.ncl.edu.tw/handle/65521904861477349718.
Abstract (sommario):
碩士中國文化大學
國際企業管理研究所
87
This study chooses people who have one or more credit cards which belong to one of the products of consumer banking as experimental objects to explore the relationship of demographic variables, benefits sought variables and service quality variables. Indepen-dent variables of the study include demographic variables and benefits sought variables. Dependent variables of the study include consumer''s expectation of service quality, the difference between expectation and actual perception of service quality, and benefits sought. The statistical methods adopted here include factor analysis, cluster analysis, analysis of variance, scheffe test, independent t test and dependent t test. The results of this study reveal that the primary benefits sought by consumers are re-sponse speed, convenience, price and symbolic benefits. Three different benefit seg-ments are produced by four benefits sought factors: response-speed-oriented, conven-ience-oriented and price-oriented segments. Different segments have their particular ex-pectations for different credit card services. The difference between expectation and actual perception of service quality of each segment has significant difference partially. Response-speed-oriented emphasizes on reliability, responsiveness, assurance and em-pathy . Convenience-oriented segment emphasizes on reliability, responsiveness, and assurance. Price-oriented segment emphasizes on tangibles, reliability, responsiveness, assurance and empathy. The expectation for service quality depends on demographic variables. The difference between expectation and actual perception of service quality for each demographic variable has significant difference. Particular demographic vari-ables have significant impact on benefit sought of credit card.
50
Tang, Pei-Jung, e 湯蓓蓉. "A Study of Market Segmentation of WiMAX Application Service on Mobile Internet". Thesis, 2008. http://ndltd.ncl.edu.tw/handle/99076394700705676638.
Abstract (sommario):
碩士國立成功大學
電信管理研究所
96
Following the progress of mobile technology development, the demand for mobile bandwidth becomes higher and higher. From 2G system to 3.5G and WiMAX (Worldwide Interoperability for Microwave Access), these systems unceasingly expand the bandwidths. Now the ISP carriers and telecommunication companies are also thinking about what kinds of services are proper to fit the bandwidth. The development of WiMAX technique motivates people’s infinite imagination for these wide bandwidth. Therefore, it is worth to investigate what application service portfolios should be developed in the future. This research applies EKB model as a conceptual frame and lifestyle variables are used. Market segmentation analysis is conducted to examine the influencing factors of using WiMAX application services. The results show that cluster 2 is the rational purchasers cluster. This is the biggest cluster and people in it love social activities and have perception for price. They especially emphasize on “Mobile-Oriented Service”, which implies that people have preference on WiMAX mobile services. Other clusters all emphasize on “Mobile Learning Service” and “Mobile Care Service.” This research suggests that the carriers could treat “Mobile Learning Service” and “Mobile Care Service” as the core of carrying out the WiMAX mobile services in the future.