Literatura científica selecionada sobre o tema "Customer services Econometric models"
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Artigos de revistas sobre o assunto "Customer services Econometric models"
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Adeinat, Iman, Naseem Al Rahahleh e M. Ishaq Bhatti. "Customer satisfaction with Ijarah financing". Qualitative Research in Financial Markets 11, n.º 2 (7 de maio de 2019): 227–43. http://dx.doi.org/10.1108/qrfm-03-2018-0029.
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Purpose The purpose of this study is to assess customers’ perceptions of Islamic banks (IBs) of customers who have used or intend to use Ijarah service to purchase a car. The study further examines the mediating role of clarity and accuracy (CAA) of service offered between customer perceptions and customer satisfaction. This paper focuses on connecting in quantitative terms customers’ perceptions of IB services to customer satisfaction by providing the first evidence of this relationship in the context of car Ijarah financing. Design/methodology/approach In this paper, a model is proposed to assess customers’ perceptions of the Ijarah service used by IBs to finance car purchases. The model connects customers’ perceptions to customer satisfaction with this Shariah-compliant service. The data are drawn from 300 randomly selected customers living in five major cities in Pakistan, and factor analysis and structural equation modeling are used to understand the patterns of correlation/covariance among a set of variables and to evaluate customers’ perceptions of Ijarah financing for car purchases. Findings The results of the study show a significant positive relationship between customers’ perceptions and customer satisfaction. In particular, the CAA of the services provided is a significant predictor of customer satisfaction. This paper finds that CAA is a partial mediator between customers’ perceptions and customer satisfaction. Research limitations/implications As this study is based on only one country and one simple car Ijarah financing product, the results cannot be generalized to the entire industry. Therefore, deeper research is needed in which data from other countries are used and a range of models and approaches are applied to secure knowledge about the multinational and multifactor variations of Ijarah financing. Practical implications In terms of their implications for IBs, the study results provide a basis for the banks to more effectively cater to their customers by improving the services offered in line with customers’ expectations and thereby increasing profitability. This investigation is much needed in academia and industry because the market share for Ijarah financing is growing and competition between IB products and conventional banking products is increasing. Originality/value This study presents the first endeavor to use exploratory factor analysis, confirmatory factor analysis and structural equation modeling to assess customer satisfaction in Ijarah financing using Pakistani banking clients’ data. This approach is also applicable to various IB financial products and Shariah contracts.
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Kravtsova, Margarita V. "The Public Procurement and the Quality of Services: The Case of Moscow Hospitals". Economics of Contemporary Russia, n.º 4 (31 de dezembro de 2020): 118–31. http://dx.doi.org/10.33293/1609-1442-2020-4(91)-118-131.
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The work is devoted to the search for answers to the question: “Are there any differences in the public procurement of customers who provide services of different quality?”. The article identifies the stages of the hospital procurement process in the contract system and highlights the main customer strategies used in the auction. The results of an independent quality assessment are examined and comparative hospital characteristics with low and high quality rating are conducted. The hospital needs according to the types of purchases and their annual volumes of contracts are analyzed. The advantages of competitive procedures are determined and the key factors affecting the level of competition with possible risks of unreliable execution of contracts are identified. The empirical study is based on the database which includes 5390 contracts of 2 hospitals in Moscow for years of 2011–2017. Using the methods of econometric analysis, in particular, the method of least squares and the difference in the average, the hypothesis is tested the high competition has a positive effect on the quality of medical services. The constructed regression models show that the customer providing high quality services has low competition and small rebates at the auction. At the same time there are more contract terms, delays in the supply of goods and services as compared with the customer providing low quality services. Thus it was found that the underestimation of competition at the auction indicates the desire of the hospital to guarantee a higher quality of medical services to patients while as aggressive bids of participants lead to the supply of poor purchases. The results of the study may be useful for the competent authorities in the development of legal acts for the participants of the contract system in the field of health procurement.
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Grieger, Marcus, e André Ludwig. "On the move towards customer-centric business models in the automotive industry - a conceptual reference framework of shared automotive service systems". Electronic Markets 29, n.º 3 (4 de dezembro de 2018): 473–500. http://dx.doi.org/10.1007/s12525-018-0321-6.
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AbstractDigitalization drives automotive original equipment manufacturers (OEMs) to change their value propositions and open-up towards greater collaboration and customer integration. The shift towards services implies a transformational change from product- towards customer-centricity. This study proposes a conceptual reference framework (CRF) out of a business model perspective to systematize automotive service systems. The CRF presents relevant dimensions and dependencies between the involved stakeholders and the necessary infrastructures in order to facilitate digital service conceptualization in the early phases of the service design. The artifact is developed based on a literature review and conceptual modeling, then iteratively evaluated by means of guideline-supported interviews from three different perspectives and applied to a real problem statement within a case workshop. The results suggest value creation for automotive services occurs in shared mobility networks among interdependent stakeholders in which customers play an integral role during the service life-cycle. Additionally, the results deepen the understanding of service business model development under consideration of industry-specific aspects and suggest the framework to be a beneficial structuring tool that can save resources and specify solution finding.
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Anysiadou, Melpomeni. "Behavioral Analysis of Digital Banking Acceptance and Customer Satisfaction, in Greece". International Finance and Banking 8, n.º 2 (19 de setembro de 2021): 13. http://dx.doi.org/10.5296/ifb.v8i2.18769.
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Greeks seem to be unfamiliar with online banking services, which was an obstacle to the smooth conduct of their transactions, especially during the Covid-19 period. The objective of the study is to reveal the dimensions that influence the use of Digital Banking, including users’ satisfaction and no users’ perceptions in Greece during Covid-19 period, using both econometrical and behavioral analysis approaches. Performing factor analysis, a Structural Equation Model and Multiple Logistic Regressions Models derived that both technological and personal factors, such as, personality and familiarity with banking products could impact the use and maintenance of the use of Digital-Banking in Greece. Besides, technical characteristics of services applications’ such as easiness in login and security influenced users’ satisfaction, while other traditional banking services such as ATM’s and automatic machines’ use, including the behavioral intention to change the way someone is conducting his/her banking transactions, could also be an obstacle in adoption. The particular study examines at the first time not only the perceptions of Greek consumers about electronic banking services, such as Digital-Banking, but also the factors, which will enhance the existing users’ satisfaction, in conjunction with the barriers that lead in non-adoption, including other banking services.
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Aakash, Aakash, e Anu Gupta Aggarwal. "Measuring the Effect of EWOM Readability and Sentiment on Sales". International Journal of Business Analytics 7, n.º 4 (outubro de 2020): 24–42. http://dx.doi.org/10.4018/ijban.2020100103.
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With the emergence of the internet as a popular source of information as well as a mass communication channel where peoples share their opinions regarding the quality of products/services, their pre- and post-purchase experiences, electronic word of mouth (EWOM) has become an interesting area of research to determine its role on the customer attitude and loyalties at the individual level and product sales at the market level. The impact of EWOM readability, length, and sentiment along with product ratings and price on the sales rank of cell phones has not been thoroughly investigated in the literature. To address this research gap, the authors propose three econometric models to assess the influence of EWOM measures on product sales. This modeling approach allows us to investigate the extent of influence of sentiment and readability scores on the endogenous variable namely sales rank. The utility of this incremental approach is reinforced by the high value of adjusted R^2 square achieved.
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Dłubakowska-Puzio, Ewa K., Michał Karpuk e Kamil Puzio. "Analysis of Tourism Service Quality in Kołobrzeg Region by Means of Time Series Models". Comparative Economic Research. Central and Eastern Europe 15, n.º 4 (8 de março de 2013): 31–44. http://dx.doi.org/10.2478/v10103-012-0024-8.
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The aim of the given paper is to present the analysis of tourism services by means of time series models and forecasting of evaluation of tourism services. Tourism services are analysed according to various parameters: hotel stay price, hotel services quality (such as cleanness of rooms, check-in, information provision etc.), catering quality and medical service quality. The research has been undertaken on the basis of responses of foreign guests of 13 hotels in Kołobrzeg region taken from 1400 questionnaires divided according to age and sex of respondents. Various econometric models were used for the analysis of statistic regularities. First, customers evaluated quality of their stay in hotels. These data were examined during the 2006-2009 time period as a stochastic process. It was found that the processes are nonstationary, that is why the ARIMA (1,1,1) model was used in the study. On the basis of the analyses and prognoses one can deduce that models of time series make it possible to estimate a tendency that occurs for an analysed parameter, however misprediction is quite possible to appear (up to 30 %). Similar results were achieved during the analysis of evaluation of hotel stay quality on the basis of sex of respondents. One should point out that an average value of male evaluation rate is higher than an average value of female evaluation rate. Time series for analysed variables were integrated into level I(1). A certain co-integrational connection was found between the evaluation of hotel stay and number of stays in a given hotel, where tourists that have already visited a given hotel for several times presumably give a high evaluation rate of hotel stay quality. The result of the analysis of long-term relation between hotel stay and duration of check-in is presented in high mutual dependence of hotel evaluation rate on evaluation of check-in duration. A hotel stay price influences hotel stay evaluation in a negative way, but catering and medical services are considered as standard and do not have any particular influence on hotel stay evaluation. The undertaken study shows that methods that take into account time series can be successfully used in analysis of parameters of tourist comfort and in evaluation of hotel services.
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VO, Lai Van, Huong Thi Thu LE, Danh Vinh LE, Minh Tuan PHUNG, Yi-Hsien WANG e Fu-Ju YANG. "CUSTOMER SATISFACTION AND CORPORATE INVESTMENT POLICIES". Journal of Business Economics and Management 18, n.º 2 (21 de abril de 2017): 202–23. http://dx.doi.org/10.3846/16111699.2017.1280845.
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This paper examines the effect of satisfaction with firms’ products and services on their capital investment policies. Using data from the American Customer Satisfaction Index from 1994 to 2013, the results of the regression models show that firms with higher customer satisfaction will invest more heavily in capital expenditures in the future. The results further show that this positive effect is more pronounced for firms with less growth opportunities or a high cost of capital. This would include those firms with low market-to-book ratios, young and small firms, or firms in more competitive industries. Overall, this study argues that customer satisfaction is an important factor affecting the firm’s investment policy. The findings provide a better understanding of the role of customer satisfaction which can generate growth opportunities, reduce cost and motivate a firm to invest more in capital.
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Sharma, Himanshu, e Anu G. Aggarwal. "What factors determine reviewer credibility?" Kybernetes 49, n.º 10 (18 de novembro de 2019): 2547–67. http://dx.doi.org/10.1108/k-08-2019-0537.
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Purpose The experiential nature of travel and tourism services has popularized the importance of electronic word-of-mouth (EWOM) among potential customers. EWOM has a significant influence on hotel booking intention of customers as they tend to trust EWOM more than the messages spread by marketers. Amid abundant reviews available online, it becomes difficult for travelers to identify the most significant ones. This questions the credibility of reviewers as various online businesses allow reviewers to post their feedback using nickname or email address rather than using real name, photo or other personal information. Therefore, this study aims to determine the factors leading to reviewer credibility. Design/methodology/approach The paper proposes an econometric model to determine the variables that affect the reviewer’s credibility in the hospitality and tourism sector. The proposed model uses quantifiable variables of reviewers and reviews to estimate reviewer credibility, defined in terms of proportion of number of helpful votes received by a reviewer to the number of total reviews written by him. This covers both aspects of source credibility i.e. trustworthiness and expertness. The authors have used the data set of TripAdvisor.com to validate the models. Findings Regression analysis significantly validated the econometric models proposed here. To check the predictive efficiency of the models, predictive modeling using five commonly used classifiers such as random forest (RF), linear discriminant analysis, k-nearest neighbor, decision tree and support vector machine is performed. RF gave the best accuracy for the overall model. Practical implications The findings of this research paper suggest various implications for hoteliers and managers to help retain credible reviewers in the online travel community. This will help them to achieve long term relationships with the clients and increase their trust in the brand. Originality/value To the best of authors’ knowledge, this study performs an econometric modeling approach to find determinants of reviewer credibility, not conducted in previous studies. Moreover, the study contracts from earlier works by considering it to be an endogenous variable, rather than an exogenous one.
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Abdulquadri, Abdulazeez, Emmanuel Mogaji, Tai Anh Kieu e Nguyen Phong Nguyen. "Digital transformation in financial services provision: a Nigerian perspective to the adoption of chatbot". Journal of Enterprising Communities: People and Places in the Global Economy 15, n.º 2 (19 de maio de 2021): 258–81. http://dx.doi.org/10.1108/jec-06-2020-0126.
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Purpose Recognising the high numbers of unbanked and financially excluded adults in Nigeria, this study aims to position chatbot as a digital transformation tool to radically change business model, improve customer experience and enhance financial inclusion in emerging markets. Design/methodology/approach The Search-Access-Test (S-A-T) model was adopted to understand how Nigerian banks are adopting chatbots. Findings A majority of Nigerian banks now have chatbots that enhance customer engagement and financial inclusion. WhatsApp was the most frequently used platform. Chatbots were often branded and presented with female gender identification. The chatbots were less responsive beyond their predefined path. While Nigeria is a multilingual country with English being the original language, none of the chatbots used any of the Nigerian’s local languages. Practical implications Brands need to re-evaluate their chatbots with regard to responsiveness, predefined questions, verification and privacy. There are also possibilities of branding the chatbot and developing content creation strategies for proper engagement. Beyond English, the integration of African languages into chatbot is essential for digital transformation. Digital literacy and skills, particularly in the field of science, technology, engineering and mathematics, should be supported to equip future developers and create more jobs. Originality/value While many theoretically based models for investigating the adoption of digital technologies have often placed focus on users’ ability to engage, this study takes an alternative perspective; by using the S-A-T model, it lays the responsibilities on the banks and chatbot developer to ensure that their chatbots are secure, responsive and able to meet the needs of the customers.
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MacDonald, Leo, Chris K. Anderson e Rohit Verma. "Using revealed- and stated-preference customer choice models for making pricing decisions in services: An illustration from the hospitality industry". Journal of Revenue and Pricing Management 11, n.º 2 (27 de agosto de 2010): 160–74. http://dx.doi.org/10.1057/rpm.2010.21.
Texto completo da fonteTeses / dissertações sobre o assunto "Customer services Econometric models"
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Lillis, Anne M. "Customer costing responsiveness - an analytical framework". Melbourne, Vic. : University of Melbourne, Dept. of Accounting and Business Information Systems, 2002. http://wff2.ecom.unimelb.edu.au/accwww/research/papers/0202%20ALillis&MAAbernethy.pdf.
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"January 2002" Includes bibliographical references: (p. 31-34). The primary purpose of this study is to develop a framework for identifying the primary drivers of the costs of being customer responsive. The authors' aim is to develop an understanding of the causal drivers of the costs of responsiveness as these costs are considered to be an important input to strategic and tactical decisions. In developing this framework, the paper links the characteristics of responsive manufacturing from the operations management literature with the insights from studies in the accounting literature relating to the drivers of cost. The paper attempts to model the cost impact when a firm responds to ad hoc demands involving the product customization, variation in product mix, or changes to delivery schedules. The costs emerge as a function of the type of responsiveness and the resource capacity management strategy implemented by the firm. The magnitude and dynamics of market demands and firm response, as well as the inherent flexibility of the firm's resources are seen as influencing the magnitude of the costs of responsiveness. disper
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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.
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Iliescu, Dan Cristian. "Customer based time-to-event models for cancellation behavior a revenue management integrated approach /". Diss., Atlanta, Ga. : Georgia Institute of Technology, 2008. http://hdl.handle.net/1853/26537.
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Thesis (Ph.D)--Civil and Environmental Engineering, Georgia Institute of Technology, 2009.Committee Chair: Dr. Laurie A. Garrow; Committee Member: Dr. John D. Leonard; Committee Member: Dr. Mark Ferguson; Committee Member: Dr. Michael D. Meyer; Committee Member: Dr. Patrick S. McCarthy. Part of the SMARTech Electronic Thesis and Dissertation Collection.
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Xiong, Li. "Resilient Reputation and Trust Management: Models and Techniques". Diss., Georgia Institute of Technology, 2005. http://hdl.handle.net/1853/7483.
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The continued advances in service-oriented computing and global communications have created a strong technology push for online information sharing and business transactions among enterprises, organizations and individuals. While these communities offer enormous opportunities, they also present potential threats due to a lack of trust. Reputation systems provide a way for building trust through social control by harnessing the community knowledge in the form of feedback. Although feedback-based reputation systems help community participants decide who to trust and encourage trustworthy behavior, they also introduce vulnerabilities due to potential manipulations by dishonest or malicious players. Therefore, building an effective and resilient reputation system remains a big challenge for the wide deployment of service-oriented computing.
This dissertation proposes a decentralized reputation based trust supporting framework called PeerTrust, focusing on models and techniques for resilient reputation management against feedback aggregation related vulnerabilities, especially feedback sparsity with potential feedback manipulation, feedback oscillation, and loss of feedback privacy. This dissertation research has made three unique contributions for building a resilient decentralized reputation system. First, we develop a core reputation model with important trust parameters and a coherent trust metric for quantifying and comparing the trustworthiness of participants. We develop decentralized strategies for implementing the trust model in an efficient and secure manner. Second, we develop techniques countering potential vulnerabilities associated with feedback aggregation, including a similarity inference scheme to counter feedback sparsity with potential feedback manipulations, and a novel metric based on Proportional, Integral, and Derivative (PID) model to handle strategic oscillating behavior of participants. Third but not the least, we develop privacy-conscious trust management models and techniques to address the loss of feedback privacy. We develop a set of novel probabilistic decentralized privacy-preserving computation protocols for important primitive operations. We show how feedback aggregation can be divided into individual steps that utilize above primitive protocols through an example reputation algorithm based on kNN classification. We perform experimental evaluations for each of the schemes we proposed and show the feasibility, effectiveness, and cost of our approach. The PeerTrust framework presents an important step forward with respect to developing attack-resilient reputation trust systems.
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Barreiros, Ana Teresa Figueiredo. "Os serviços intensivos em conhecimento em Portugal". Master's thesis, Instituto Superior de Economia e Gestão, 2006. http://hdl.handle.net/10400.5/4089.
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Mestrado em Economia e Gestão de Ciência, Tecnologia e InovaçãoO sector terciário ocupa nas economias actuais um papel preponderante no desenvolvimento competitivo. Aqueles que o consideravam, no que respeita a inovação, como o sector vagaroso da economia, observaram o surgimento de um grupo de serviços com características semelhantes às das indústrias de alta tecnologia, com o privilégio de verificarem que, para além de inovadores, são também importantes elementos de interligação entre agentes económicos, permitindo quer a difusão quer a criação de novo conhecimento na economia. Esse grupo de serviços, que se denominou de serviços intensivos em conhecimento, tem vindo a desenvolver-se em Portugal, aproximando-se de forma gradual, ainda que com algum caminho a percorrer, de um conjunto de países mais avançados. Este desenvolvimento verificou-se, no entanto, de forma desigual ao nível de distribuição espacial, tendo-se identificado fenómenos de concentração regional em torno de algumas das regiões mais desenvolvidas: Grande Lisboa e Grande Porto. Condicionados pelas limitações estatísticas, procedeu-se ainda à estimação de modelos econométricos de dados seccionais, que com um carácter ainda muito exploratório, se verificou que o desempenho destes sectores em Portugal está essencialmente relacionado com fenómenos de qualificação de recursos humanos e da densidade destes sectores numa dada região.
The tertiary sector plays a lead role in the competitive development of contemporary economies. Innovation wise, those who originally considered it the economy's slowest sector, later recognised the emergence of an integrated group of services that shared similar characteristics with the high-tech industries, whereby in addition to being innovative, also became important bridging elements of economic factors, paving the way for the creation and distribution of new knowledge within the economies. Later known as Knowledge Intensive Business Services, this faction grew strongly in Portugal, gradually catching up - even if still in its infancy today - with other more advanced countries, however it soon became evident that it's geographic and spatial distribution was regionally disproportionate, tending to concentrate mostly around the more developed areas of Greater Lisbon and Greater Oporto. Restrictions imposed by statistical limitations lead to the development of cross-sectional econometric models and the information obtained from early exploratory phases estimated that the performance of these sectors in Portugal is still today intimately related to the categorisation of the human resources and the density of these sectors within a given region.
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Naidoo, Pravine. "Isomorphism, institutional entrepreneurship and total quality management (TQM) : a case study in the implementation of quality management standards and excellence models in South African developmental local government". Thesis, Rhodes University, 2010. http://hdl.handle.net/10962/d1007141.
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Within the new constitutional order, South African local government has been afforded specific status and is protected as a distinctive sphere of government in terms of the Constitution Act 108 of 1996. Municipalities are no longer a mere function of national or provincial governments. In addition to this entrenched status, the Constitution and other developmental local government legislation vests local government with specific functions and responsibilities as part of the process of building a new democracy and promoting socio-economic development and upliftment. Consequently, local government managers are under constant pressure to improve the performance and quality of service delivery. They are expected to satisfy a number of stakeholders, achieve increases in efficiency, as well as attain developmental service delivery goals as contained in their Integrated Development Plan (IDP). Quality management standards and excellence models in support of the total quality management (TQM) philosophy are relatively new public management approaches that changes traditional organisational decision-making practices to deliver services to its customers in more effective and efficient ways. In essence, quality management standards and excellence models are performance management methodological practices, techniques and tools designed to meet and exceed public requirements. It accomplishes this through determining what constitutes excellence in customer service, and then empowering employees to a never-ending search for quality improvement in the delivery of services, in terms of the continuous improvement and continuous process improvement philosophies, of which total quality management (TQM) is premised on. Consequently, quality management standards and excellence models (such as the ISO 9001: 2008 QMS, ISO 14001: 2004 EMS, EFQM and SAEF Excellence Models) as methodological practices, techniques or tools in support of the critical factors (CFs) of the total quality management (TQM) philosophy, namely: (1) customer-based approach, (2) senior management commitment and leadership, (3) quality planning, (4) management based on facts, (5) continuous improvement, (6) involvement of all members of the organisation, (7) education and training, (8) teamwork, (9) communication systems, (10) learning, (11) process management, (12) co-operation with suppliers, and (13) organisational awareness and concern for the social and environmental context, can provide a framework by which to achieve the goals of effective and efficient service delivery in developmental local government, as they foster a culture of performance and accountability. Local government managers could use these quality and excellence methodological practices, techniques and tools, as a starting point to improve efficiencies in their municipalities, as the programmes afford them an opportunity to systematically evaluate the municipality and determine what leads to organisational success and deliverables. Institutional theory suggests that organisations are both influenced by and can influence the society in which they operate. Institutional theorists believe that the motivation for a change in internal practices might not only be performance related, but may primarily be to enhance or maintain the legitimacy of the respective institution. Institutional theory also focuses on the social contract that exists between the institution and society. This social contract is believed to represent the expectations of society. From an institutional point of view, it has been suggested that institutions may change and adopt the norms of society to appear legitimate to that society. This infers that when societal norms and values change, institutions will be expected to change. These societal pressures combined with legislative changes, require institutional entrepreneurs to respond to these isomorphic pressures, and will work to preserve the institution's legitimacy by incorporating, or at least appearing to incorporate, new practices, norms and values. The aim of this research study was to analyse within an institutional theory framework, the implementation of quality management standards and excellence models in support of the total quality management (TQM) philosophy and developmental local government within two South African municipalities. The research investigation has been undertaken within the social constructionist paradigm and using the case study method. Interviews and documents were the data sources and thematic analysis was used as a tool to analyse the data by applying a theory-driven coding procedure. The findings from the two research sites, namely Makana Municipality in Grahamstown and Drakenstein Municipality in Paarl reveal that the implementation of quality management standards and excellence models in support of the total quality management (TQM) philosophy in both municipalities was not a smooth process and there were many challenges such as political instability, lack of commitment on the part of the senior leadership and management, staff and skills shortages, resistance by staff to implementation and resource constraints. Institutional theory has proved to be useful in understanding why the Makana and Drakenstein Municipalities implemented quality management standards and excellence models. Because of coercive, mimetic and normative isomorphic pressures affecting the Makana and Drakenstein municipalities, change was imperative if these institutions were to remain relevant and legitimate in order to address its service delivery mandate of effectiveness and efficiency. Institutional theory provided a theoretical lens to understand and appreciate the pressures that affected the municipalities because of its new developmental mandate as encapsulated in new municipal legislation. It also assisted in understanding how institutional entrepreneurs responded to these pressures to conform. The implementation of quality management standards and excellence models in the Makana and Drakenstein municipalities was adversely affected by volatility amongst the political leadership of both municipalities. The successful implementation of these standards and models would require collective action from the political, bureaucratic and procedural entrepreneurs in order to enhance effective, efficient and accountable service delivery. However, in both the Makana and Drakenstein municipalities, institutional entrepreneurs, namely councillors and officials were not working together as a collective to implement quality management standards and excellence models. Evidence has shown that the absence of stable political leadership and noncooperation and collaboration amongst institutional entrepreneurs contributed significantly to the non-institutionalisation of quality management standards and excellence models in these Municipalities. This implies that legitimacy has not been achieved, due to institutional entrepreneurs not collaborating and collectively working with each other to implement the quality management standards and excellence models. Thus, this research study suggests that the strategic and collective role of the political and administrative leadership as institutional entrepreneurs is critical if the municipality is to achieve its aims and objectives, namely effective, efficient, and accountable service delivery in developmental local government. Recommendations in respect of future research and to practitioners have also been offered.
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"Modeling customer lifetime value". 2000. http://library.cuhk.edu.hk/record=b5890153.
Texto completo da fonteResumo:
Ho Yiu-chung.Thesis (M.Phil.)--Chinese University of Hong Kong, 2000.
Includes bibliographical references (leaves 100-104).
Abstracts in English and Chinese.
Chapter Chapter One --- Introduction --- p.1-6
Chapter Chapter Two --- Literature Review --- p.7-27
Chapter Chapter Three --- Conceptual Models --- p.28-66
Chapter Chapter Four --- Empirical Study --- p.67-85
Chapter Chapter Five --- Discussions and Conclusion --- p.86-99
Bibliography --- p.100 -104
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Barata, Mariana Lopes. "Music Streaming Services: Understanding the drivers of customer purchase and intention to recommend these services". Master's thesis, 2021. http://hdl.handle.net/10362/123232.
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Dissertation presented as the partial requirement for obtaining a Master's degree in Statistics and Information Management, specialization in Information Analysis and ManagementThe music industry has undergone strong changes in relation to its production, distribution and consumption habits, due to the exponential development of new technologies, namely streaming platforms. The fact that sales from physical copies continue to decline significantly made it mandatory for this industry to reinvent itself by introducing music streaming services as a key part of the development of its business. This study aims to understand the factors that influence the consumption of music through streaming platforms studying, particularly, the intention to purchase a paid version of a music streaming service and to recommend it. Therefore, an extension of the UTAUT2 model (version of the Unified Theory of Acceptance and Use of Technology, applied to the consumer side) was created. An online survey was used to collect data from 324 music streaming services users and the framework was tested using structural equation modelling (SEM). It also included in-depth semi-structured interviews in order to draw conclusions about the profile of the new music consumer. Our findings verify that habit, performance expectancy and price value play the most important role in influencing the intention to use a paid music streaming service. The intention to recommend these services was also confirmed. With this analysis, centred in UTAUT2 theory, we contribute with new insights about music streaming services consumer behaviour, providing several theoretical and practical implications to music streaming services providers.
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"The effect of service encounter duration on the customers' evaluation of the service". 2000. http://library.cuhk.edu.hk/record=b5890504.
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by Chan Wai Man.Thesis (M.Phil.)--Chinese University of Hong Kong, 2000.
Includes bibliographical references (leaves 69-76).
Abstracts in English and Chinese.
LIST OF ILLUSTRATION --- p.iv
LIST OF TABLES --- p.v
Chapter CHAPTER I - --- INTRODUCTION --- p.1
Chapter 1.0 --- Overview --- p.1
Chapter 1.1 --- The Rationale --- p.1
Chapter 1.2 --- The Purpose --- p.3
Chapter 1.3 --- Significance of This Study --- p.3
Chapter 1.4 --- Outline of This Paper --- p.4
Chapter CHAPTER II - --- REVIEW OF LITERATURE AND MODEL DEVELOPMENT --- p.5
Chapter 2.0 --- Overview --- p.5
Chapter 2.1 --- What is Service Encounter --- p.5
Chapter 2.2 --- The Role of Temporal Dimensions of Service Encounters --- p.8
Chapter 2.2.1 --- Duration and Frequency --- p.8
Chapter 2.3 --- The Conceptual Model --- p.11
Chapter 2.3.1 --- "The Causal Relations among Duration, Frequency and Authentic Understanding" --- p.17
Chapter 2.3.2 --- "The Causal Relations among Duration, Frequency and Perceived Familiarity" --- p.20
Chapter 2.3.3 --- "The Causal Relations among Duration, Frequency and Efficiency" --- p.21
Chapter 2.3.4 --- "The Causal Relations among Authentic Understanding, Familiarity, Efficiency and Service Evaluation" --- p.24
Chapter 2.3.5 --- Summary --- p.27
Chapter CHAPTER III - --- METHODOLOGY --- p.28
Chapter 3.0 --- Overview --- p.28
Chapter 3.1 --- Research Design --- p.28
Chapter 3.2 --- Manipulations --- p.29
Chapter 3.3 --- The Sample and the Sampling Procedure --- p.29
Chapter 3.3.1 --- The Sample --- p.29
Chapter 3.3.2 --- Sampling Procedure --- p.29
Chapter 3.4 --- Data Collection Procedures --- p.30
Chapter 3.5 --- Operationalization of Constructs --- p.31
Chapter 3.5.1 --- Service Evaluation (EVA) --- p.31
Chapter 3.5.2 --- Authentic Understanding (UN) --- p.32
Chapter 3.5.3 --- Perceived Familiarity (FAM) --- p.32
Chapter 3.5.4 --- Efficiency (EFF) --- p.32
Chapter 3.6 --- Data Analysis --- p.33
Chapter 3.6.1 --- Manipulation Checks --- p.33
Chapter 3.6.2 --- MANOVA analysis --- p.34
Chapter 3.6.3 --- MANOVA by Structural Equation Modeling --- p.34
Chapter 3.7 --- Research Activities --- p.36
Chapter 3.7.1 --- Pretest 1 --- p.36
Chapter 3.7.2 --- Pretest 2 --- p.38
Chapter 3.7.3 --- The Main Study --- p.39
Chapter 3.8 --- Summary --- p.39
Chapter CHAPTER IV - --- RESULTS AND DISCUSSION --- p.40
Chapter 4.0 --- Overview --- p.40
Chapter 4.1 --- Manipulation Check --- p.40
Chapter 4.2 --- MANOVA analysis --- p.40
Chapter 4.3 --- MANOVA by Structural Equation Modeling --- p.45
Chapter 4.3.1 --- Results --- p.47
Chapter 4.3.2 --- Model Evaluation --- p.51
Chapter 4.4 --- Discussion --- p.55
Chapter 4.5 --- Summary --- p.58
Chapter CHAPTER V - --- CONCLUSION --- p.59
Chapter 5.0 --- Overview --- p.59
Chapter 5.1 --- Summary of the Research --- p.59
Chapter 5.2 --- Contributions of the Study --- p.61
Chapter 5.2.1 --- The Theoretical Contributions --- p.61
Chapter 5.2.2 --- The Managerial Implications --- p.62
Chapter 5.3 --- The Limitations --- p.65
Chapter 5.4 --- Future Research --- p.67
Chapter 5.5 --- Summary --- p.68
THE REFERENCE --- p.69
Appendices --- p.77
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Hsieh, Li-Ling, e 謝禮臨. "Affect the perceived value of information services in different service models generated on customer loyalty". Thesis, 2014. http://ndltd.ncl.edu.tw/handle/80292163831825679633.
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碩士康寧大學
企業管理研究所
102
Cloud" is a familiar term in recent years, most of information technology , information technology and related industries , whether public or private sector , have to follow from the "cloud" trend, information services issues in this environment will make the cloud many changes. " Cloud services " is a kind of low-cost, high-efficiency mode of service companies in general , give customers the feeling of the scene with traditional services and telephone services in the course of the phase comparison service , in which , after all, is not the same at many purpose of this study to analyze the " cloud services " and " traditional service " considerations focus on whether the perceived value generated feelings will affect customer loyalty . This study focuses on the relationship between perceived value and customer loyalty explore information services traditional service models and cloud service model generated for the customer . The purpose of this study are as follows : First , understand the customer type and its regional characteristics. Second, understand the traditional service model for the relationship between perceived value and customer loyalty . Third, understand the cloud service model for the relationship between perceived value and customer loyalty . Fourth, explore the differences in perceptions of traditional customer service model and cloud service model . V. investigate the effect of perceived value generated feelings of loyalty . Sixth, the empirical relationship between the construction and service model , perceived value and loyalty. The research method was adopted random sampling survey to " Taiwan information service customer satisfaction survey " questionnaire as a research tool , and information technology in Taiwan has experience in business as an object, in northern, central , and southern areas of research, 300 is expected to be issued using analysis of variance, regression analysis and other methods studied. The main results are as follows : 1 contains the demographic variables of difference analysis ; variables due to regional differences , age , position, by industry , company size and level of education are significantly different ; 2 traditional service model and acceptance and loyalty cloud service model will vary, 3 The results of this study provide a reference for information services and information technology vendors and technical direction of R & D strategy .
Livros sobre o assunto "Customer services Econometric models"
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Sharma, Dheeraj. Examining the influence of service quality on customer satisfaction and patronage intentions in convenience store industry. Ahmedabad: Indian Institute of Management, 2014.
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2
Borenstein, Severin. How airlines market work...or do they?: Regulatory reform in the airline industry. Cambridge, MA: National Bureau of Economic Research, 2007.
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Borenstein, Severin. How airlines market work...or do they?: Regulatory reform in the airline industry. Cambridge, Mass: National Bureau of Economic Research, 2007.
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Manheim, Bilhah. Nituaḥ ha-mifgash ben irgune sherut le-ven tsarkhanim: (kolel taḳtsir ʻIvri ṿe-Angli). [Tel Aviv]: Mekhon Goldah Meʾir le-ḥiḳre ʻavodah ṿe-ḥevrah, 1991.
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Pattanaik, Krushna Mohan. Challenges and prospects in the measurement of trade in services. Bangalore: Institute for Social and Economic Change, 2010.
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Weber, Rolf. Vehicle Routing- und Scheduling-Probleme unter besonderer Berücksichtigung von Dial-a-Ride-Problemen. München: V. Florentz, 1985.
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Calomiris, Charles W. Relationship banking and the pricing of financial services. Cambridge, Mass: National Bureau of Economic Research, 2006.
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Sagari, Silvia B. International trade in financial services. Washington, DC: Country Economics Dept., World Bank, 1989.
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Nechyba, Thomas J. Community choice and local public services: A discrete choice approach. Cambridge, MA: National Bureau of Economic Research, 1997.
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Zeithaml, Valarie A. Delivering quality service: Balancing customer perceptions and expectations. New York: Free Press, 1990.
Encontre o texto completo da fonteCapítulos de livros sobre o assunto "Customer services Econometric models"
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Faber, E., e H. Bouwman. "Balancing Customer and Network Value of Mobile Payment Services". In Mobile Service Innovation and Business Models, 191–203. Berlin, Heidelberg: Springer Berlin Heidelberg, 2008. http://dx.doi.org/10.1007/978-3-540-79238-3_10.
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Danivska, Vitalija, e Nora Johanne Klungseth. "Service management – focus on customer experience". In A Handbook of Management Theories and Models for Office Environments and Services, 205–19. London: Routledge, 2021. http://dx.doi.org/10.1201/9781003128786-18.
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Baida, Ziv, Jaap Gordijn, Hans Akkermans, Hanne Sæle e Andrei Morch. "How E-Services Satisfy Customer Needs". In Electronic Services, 486–517. IGI Global, 2010. http://dx.doi.org/10.4018/978-1-61520-967-5.ch030.
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We outline a rigorous approach that models how companies can electronically offer packages of independent services (service bundles). Its objective is to support prospective Web site visitors in defining and buying service bundles that fit their specific needs and demands. The various services in the bundle may be offered by different suppliers. To enable this scenario, it is necessary that software can reason about customer needs and available service offerings. Our approach for tackling this issue is based on recent advances in computer and information science, where information about a domain at hand is conceptualized and formalized using ontologies and subsequently represented in machine-interpretable form. The substantive part from our ontology derives from broadly accepted service management and marketing concepts from business studies literature. In earlier work, we concentrated on the service bundling process itself. In the present chapter, we discuss how to ensure that the created bundles indeed meet customer demands. Experience of Norwegian energy utilities shows that severe financial losses can be caused when companies offer service bundles without a solid foundation for the bundle-creation process and without an in-depth understanding of customer needs and demands. We use a running case example from the Norwegian energy sector to demonstrate how we put theory into practice.
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Kumar, Raghvendra, Prasant Kumar Pattnaik e Priyanka Pandey. "Big Data Optimization for Customer Discounts in Cloud Computing Environment". In Web Services, 1078–106. IGI Global, 2019. http://dx.doi.org/10.4018/978-1-5225-7501-6.ch057.
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Large companies have different methods of doing this, one of which is to run sales simulations. Such simulation systems often need to perform complex calculations over large amounts of data, which in turn requires efficient models and algorithms. This chapter intends to evaluate whether it is possible to optimize and extend an existing sales system called PCT, which is currently suffering from unacceptably high running times in its simulation process. This is done through analysis of the current implementation, followed by optimization of its models and development of efficient algorithms. The performances of these optimized and extended models are compared to the existing one in order to evaluate their improvement. The conclusion of this chapter is that the simulation process in PCT can indeed be optimized and extended. The optimized models serve as a proof of concept, which shows that results identical to the original system's can be calculated within 1% of the original running time for the largest customers.
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Yu, Liguo. "E-Commerce Models, Players, and Its Future". In Advances in Marketing, Customer Relationship Management, and E-Services, 193–204. IGI Global, 2019. http://dx.doi.org/10.4018/978-1-5225-7766-9.ch015.
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This chapter describes e-commerce, a trading business built on top of the internet. Different e-commerce models, such as B2B, B2C, C2C, and their major players are described. E-commerce companies like Amazon and Alibaba are used to explain the effect of e-commerce on the economy, society, and beyond. GMV, MAU, market capitalization, and other business data are presented and analyzed. Influential factors, such as user retention, government policy, payment method, and logistics, are also discussed. Finally, the emerging e-commerce model, emerging e-commerce market, and the future of e-commerce are illustrated.
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Marques, Joao Lourenço, Paulo Batista, Eduardo Anselmo Castro e Arnab Bhattacharjee. "Housing Consumption". In Advances in Marketing, Customer Relationship Management, and E-Services, 265–85. IGI Global, 2020. http://dx.doi.org/10.4018/978-1-7998-3115-0.ch015.
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Housing is more than a living space; it represents a social status capable of promoting several forms and levels of socialization and segregation. Housing is characterized by a set of attributes and functions that are valued differently, in which the consumption of “good housing” is made considering the preferences of their attributes, perceived tangibly/intangibly by the consumers. The reciprocal relation between housing and space, and the lack of structured information capable of apprising the key drivers of such dimensions increase the complexity of understanding the rational mechanisms of evaluating the real housing value. Despite the challenges associated with the modelling of housing markets, urban studies and spatial econometric literature provide a broad (but unfinished) theoretical framework and practical tools that are able to describe, understand, and predict households' housing consumption. Thus, the aim of this chapter is to present concepts and techniques to rationally capture individual and collective housing preferences, and the way in which they interact.
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Veglio, Valerio. "Understanding Customers' Behaviour through Web Data Mining Models". In Advances in Marketing, Customer Relationship Management, and E-Services, 240–56. IGI Global, 2015. http://dx.doi.org/10.4018/978-1-4666-8353-2.ch014.
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Companies have realized that the customer knowledge contained in web marketing database represent one of the main key to forecast business performance in today's competitive landscape. Appropriate web data mining models are one the best supporting approach to make different marketing decision. Analysing and understanding in advance customers' behaviour can represent the main corporation's strength in planning marketing forecasting. This research want to demonstrate as predictive web data mining models are accurate patterns in predicting marketing performance compared to traditional statistical methods in global business. In addition, particular attention is paid on the identification of the main marketing drivers performed by potential customers before purchasing a given service online. Finally, the criteria based on the loss functions confirm the high predictive power of the web data mining models in detecting the probability of customer conversion.
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Sigala, Marianna. "Mass Customisation Models for Travel and Tourism Information e-Services". In Advancing the Service Sector with Evolving Technologies, 135–57. IGI Global, 2012. http://dx.doi.org/10.4018/978-1-4666-0044-7.ch009.
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Online travel firms exploit current ICT advances for developing mass customization (MC) capabilities and addressing the needs of the sophisticated travellers. However, studies investigating MC in services and specifically in tourism are limited. By adopting a customer-focused approach, this paper addresses this gap by analysing the following issues: a) the ICT and product dimensions that online firms can customise for developing and implementing different MC models; and b) the customer value and benefits provided by the different MC models. After reviewing and illustrating the interrelationships of studies coming from the fields of customer value, MC and IS design, the author proposes a customer value based framework for developing MC models. The applicability and practical implications of this framework are demonstrated by analysing the MC practices of three online travel cyberintermediaries. Finally, the paper summarises the formulation of research propositions investigating the influence of users’ characteristics on the customer value and benefits sought by MC practices and on the design of the IS platforms supporting MC services.
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Gomathi Sankar, Jeganathan, Peter Valan e M. S. Siranjeevi. "Various Models to Evaluate Quality in the Service Industry". In Digital Transformation and Innovative Services for Business and Learning, 181–94. IGI Global, 2020. http://dx.doi.org/10.4018/978-1-7998-5175-2.ch010.
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Service quality has turned out to be the most important topic of consideration to academicians and practitioners. It has been proven that the influence of service quality on business performance, cost leadership, customer satisfaction, customer loyalty, and profitability. The accomplishment of quality in services has turned out to be a vital concern of all services organisations. Quality in services is mainly undefined and becomes the crucial issue. Increased competition and knowledge of customer satisfaction made the service organisations use new service parameters and implement quality management tools as competitive advantage. Service quality is hard to evaluate, as it is subjective in nature. Many researchers did explore and confirm the dimensions of service quality. This study focuses on various studies of service quality conducted by earlier researchers in an array of industries. The chapter details the development of service quality theory and different models hypothesised to measure service quality.
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Moheb, Siavash, e Ali Golrokh. "The Impact of Social Business Strategies in Creating Empirical Social Business Models". In Advances in Marketing, Customer Relationship Management, and E-Services, 1–21. IGI Global, 2015. http://dx.doi.org/10.4018/978-1-4666-8586-4.ch001.
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The purpose of this chapter is to define social business and its difference with conventional business type. Governments could not address all the social problems. Because they don't have the knowledge ore the money to do so .however big enterprises have much more resources. Social business is form at the intersection pf social needs and business expertise. Also corporates want to have a good publicity through social responsibility .social business can help them to run social responsibility process through a sustainable approach. The articles reviews the recent literature about social business evolution and definition. And then it goes through social business model literature review to run a social business the definition and models of conventional business models should be redefined. Finally it compare the different Social business models and introduces the social business components in the end there are two cases from Grameen group one of the leading social groups in the word.
Trabalhos de conferências sobre o assunto "Customer services Econometric models"
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Salanova Grau, Josep Maria, e Miquel Estrada Romeu. "Social optimal shifts and fares of taxi services". In CIT2016. Congreso de Ingeniería del Transporte. Valencia: Universitat Politècnica València, 2016. http://dx.doi.org/10.4995/cit2016.2016.3254.
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This paper presents a mathematical model for supporting the decision and policy making related to the optimal determination of shifts and fares of taxi services in a major city. The model is based on the system’s generalized cost function and uses continuous approximations and geometric probabilities for estimating the key performance indicators of the taxi market, which are waiting and access time for the customers (in-vehicle travel time does not depend on the offer side) and benefits for the drivers. The model is based on an econometric model with the inclusion of an elastic demand, which allows the estimation of the optimal values for the two decision variables of the problem: fare structure and the taxi fleet size. The model also accounts for a full-day time period instead of the one-hour time frame models used in most of the taxi models, which allows for providing insights on the daily duration and distribution of the shifts that should be defined by the policy makers.DOI: http://dx.doi.org/10.4995/CIT2016.2016.3254
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Rajapova, Madina. "E-Commerce Models for Trading Intellectual Products and Services in Knowledge Economy". In International Conference on Eurasian Economies. Eurasian Economists Association, 2018. http://dx.doi.org/10.36880/c10.02096.
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In this digital era, we cannot imagine modern economy, especially knowledge economy without using information technologies and systems as well as electronic business and electronic commerce models. Traditional e-commerce focuses on physical products trading, however intellectual products and services has becoming more efficiently and popular. In this article main aims are theoretical aspects of e-commerce in market of intellectual products and services, algorithm of using e-commerce model in this field, and ways of improving though our suggestions and recommendations. Research methods and tools are econometric analysis of the hypothesis in StataSE 12 programs, which gives results of both positive and negative factors to develop, design and implementation of e-commerce model for trading of intellectual products and services.
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Wassenaar, Henk Jan, Wei Chen, Jie Cheng e Agus Sudjianto. "Enhancing Discrete Choice Demand Modeling for Decision-Based Design". In ASME 2003 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. ASMEDC, 2003. http://dx.doi.org/10.1115/detc2003/dtm-48683.
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Our research is motivated by the need for developing a rigorous Decision-Based Design framework and the need for developing an approach to demand modeling that is critical for assessing the profit a product can bring. Even though demand modeling techniques exist in market research, little work exists on product demand modeling that addresses the specific needs of engineering design in particular that facilitates engineering decision-making. Building upon our earlier work on using the discrete choice analysis approach to demand modeling, in this work, we provide detailed guidelines for implementing the discrete choice demand modeling approach in product design. The modeling of a hierarchy of product attributes is introduced to cascade customer desires to specific key customer attributes that can be represented using engineering language. To improve the predictive capability of demand models, we propose to use the Kano method for providing the econometric justification when selecting the shape of the customer utility function. A real (passenger) vehicle engine case study, developed in collaboration with the market research firm J.D. Power & Associates and Ford Motor Company, demonstrates the proposed approaches. The example focuses on demand analysis and does not reach beyond the key customer attribute level. The obtained demand model is shown to be satisfactory through cross validation.
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Kurita, Yusuke, Koji Kimita, Kentaro Watanabe e Yoshiki Shimomura. "Service Failure Effects Analysis Based on Customer Perspective". In ASME 2013 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. American Society of Mechanical Engineers, 2013. http://dx.doi.org/10.1115/detc2013-13663.
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Recently, service has been recognized as an effective means to enhance customer satisfaction. The importance of service is widely accepted. Based on this background, the authors of this paper have conducted conceptual research on service design from the engineering perspective. This research series is called “Service Engineering.” In order to achieve a successful service, service providers should maintain service quality and always satisfy their customers. To be specific, the provision of highly reliable service is essential for service providers to survive in their target market. To realize highly reliable products or services, in general, it is an effective approach to prevent failures from occurring in the use phase. In this study, we aim to support service failure analysis in order to minimize the occurrence of failures. This paper proposes a method for analyzing service failure effects in the service design phase. Specifically, we define service failure and propose a procedure to analyze service failure effects with models that are proposed in Service Engineering. The proposed method is verified through its application to a practical case.
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Abrahamson, Shaun, David Wallace, Nicola Senin e Nick Borland. "Integrated Engineering, Geometric, and Customer Modeling: LCD Projector Design Case Study". In ASME 1999 Design Engineering Technical Conferences. American Society of Mechanical Engineers, 1999. http://dx.doi.org/10.1115/detc99/cie-9084.
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Abstract This paper describes an integrated product design study conducted with Polaroid Corporation for a liquid crystal display video projector, applying a research system called DOME. The services of distributed objects — encapsulating CAE simulations, component catalogs, manufacturing cost models, geometric and configuration models, customer preference models, and environmental life-cycle assessment — are mathematically related to form an integrated product system model. Software objects providing optimization and decision support are also included in the model to create a design tradeoff environment. As such, designers can obtain sales predictions based upon configuration changes and make tradeoffs with other requirements. Benchmarking suggests there would be approximately a 30% increase in the time to fully evaluate the first design configuration due to the overhead of creating the integrated system model. However, the time to fully evaluate subsequent alternatives may be reduced from months to minutes.
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Zhou, Feng, e Jianxin (Roger) Jiao. "Quantification of Customer Perception on Airplane Cabin Lighting Design Based on Cumulative Prospect Theory". In ASME 2013 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. American Society of Mechanical Engineers, 2013. http://dx.doi.org/10.1115/detc2013-13624.
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This paper aims to develop quantitative models of customer perception on products and/or services. Prevailing methods often deal with this issue using utility theory, which uses normative models to make rational decisions without considering affective factors. This paper takes another perspective using cumulative prospect theory through how human users’ subjective experience impacts their choice behavior under uncertainty. Toward this end, quantitative measure of customer perception based on cumulative prospect theory and affective influence in terms of parameter shaping based on hierarchical Bayesian model with Markov chain Monte Carlo is proposed. A case study of airplane cabin lighting design is presented to show the potential and feasibility of the proposed method.
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Kurita, Yusuke, Koji Kimita e Yoshiki Shimomura. "A Service Failure Modes Identifying Method to Realize Highly Reliable Services". In ASME 2012 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. American Society of Mechanical Engineers, 2012. http://dx.doi.org/10.1115/detc2012-71237.
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Recently, service has been recognized as an effective means to enhance customer satisfaction. The importance of service is widely accepted. According to this background, the authors of this paper have carried out conceptual research on service design from the engineering viewpoint. The series of this research is called “Service Engineering.” In order to achieve a successful service, service providers should maintain the quality of their service and always satisfy their customers. Namely, the provision of highly reliable service is essential for service providers to survive in the target market. In order to realize highly reliable products or services, in general, it is an effective approach to prevent failures from occurring in use phase. In this study, we aim to support service failure analysis in order to minimize the occurrence of failures. This paper proposes a method for identifying the states of service failures. Specifically, we define service failure and propose a procedure to identify the states of service failures with models that are proposed in Service Engineering. The proposed method is verified through its application to a practical case.
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Ramsina, Snezhana. "Integration of Public and Private Aspects in Business Models 4.0 of the Tourism Market". In The Public/Private in Modern Civilization, the 22nd Russian Scientific-Practical Conference (with international participation) (Yekaterinburg, April 16-17, 2020). Liberal Arts University – University for Humanities, Yekaterinburg, 2020. http://dx.doi.org/10.35853/ufh-public/private-2020-58.
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The current digital opportunities that have spawned the upgrade of the business versions of tourism and hospitality have been actualised due to the hard-to-predict pandemic nature of the COVID-19 coronavirus threat and travel bans. In Business Model 4.0. the usual forms of the relationship between the public (institutional) and the private, individual in tourism and hospitality are transformed. Research objective: to characterise the integration capabilities of automated (AI-based) travel industry business processes that personalise the tourism offers to the needs and preferences of travel lers and guests. The value-based marketing 4.0 approach, supplemented by structural, network and functional approaches to the analysis of the structure, multi-level, dynamics of commercial opportunities, consumer value of business models of organisation and the implementation of tourism products, allowed the integration possibilities of Internet services in satisfying individualised consumer demands to be satisfied. Soft culture blurs the boundaries between the public and the personal, making actors’ informational behaviour transparent, transforming existing business strategies, and giving rise to ‘mass individuality’ in tourism and hospitality. The forms of correlation between the public (group, communal) and the private, individual in the practice of tourist services at all stages of a tourist trip or guest visits to HoReCa enterprises change under the influence of BigData technologies regarding operational processes; modelling and forecasting strategies; horizontal and vertical integration. The marketplace is won by those who practise personalisation, customisation and marketing authenticity of the market offer distributed on the P2P network. The basis of a stable competitive advantage of a company able to create a unique customer value in the tourism and hospitality market is represented by predictive or prognostic analytics of big data and smart technologies.
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Forciniti, Carmen, Juan De Oña, Rocio De Oña, Laura Eboli e Gabriella Mazzulla. "An Ordered Regression Model to Predict Transit Passengers’ Behavioural Intentions". In CIT2016. Congreso de Ingeniería del Transporte. Valencia: Universitat Politècnica València, 2016. http://dx.doi.org/10.4995/cit2016.2016.3199.
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Passengers’ behavioural intentions after experiencing transit services can be viewed as signals that show if a customer continues to utilise a company’s service. Users’ behavioural intentions can depend on a series of aspects that are difficult to measure directly. More recently, transit passengers’ behavioural intentions have been just considered together with the concepts of service quality and customer satisfaction. Due to the characteristics of the ways for evaluating passengers’ behavioural intentions, service quality and customer satisfaction, we retain that this kind of issue could be analysed also by applying ordered regression models. This work aims to propose just an ordered probit model for analysing service quality factors that can influence passengers’ behavioural intentions towards the use of transit services. The case study is the LRT of Seville (Spain), where a survey was conducted in order to collect the opinions of the passengers about the existing transit service, and to have a measure of the aspects that can influence the intentions of the users to continue using the transit service in the future.DOI: http://dx.doi.org/10.4995/CIT2016.2016.3199
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Chovanculiak, Marko, e Matúš Materna. "The impact of the COVID-19 pandemic on the business models of regular air carriers". In Práce a štúdie. University of Zilina, 2021. http://dx.doi.org/10.26552/pas.z.2021.2.14.
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This paper analyzes the changing characteristics of air transportation business models due to the COVID-19 pandemic. These characterics differ with each kind of the air transport carrier. It was possible to observe the changes of the business models characteristics even sooner, during the hybridization. As regards the business models hybridization, it's given that with individual type of carriers it's rather natural activity, resulting from the need of increasing profits, reducting costs or simply the effort to successfully enter the different market. With the business model characteristic changes due to the pandemics it's rather about the forced changes triggered by the need to adapt to the current situation. Each air transport carrier bussiness model characteristics are introduced, followed up by the analysis of their changes. These changes were or are induced by the need to adapt or to completely change their behavior in the pandemic affected time. The analytical part of the paper provides easily understandable results of the air transport carrier’s behavior. It is possible to observe what the carriers are capable and willing to undertake in order to keep the customer. This paper ultimately introduces the forced changes, the air transport carriers had to accede in order to save the business from bankruptcy as well as how it would be possible to adapt their provided services in future.
Relatórios de organizações sobre o assunto "Customer services Econometric models"
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Building Profitable and Sustainable Community Owned Connectivity Networks. Academy of Science of South Africa (ASSAf), 2021. http://dx.doi.org/10.17159/assaf.2019/0065.
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The IID seminar titled “Building Profitable and Sustainable Community Owned Connectivity Networks”, was hosted on 31 August 2020 on Zoom Webinar. The 2019 White Paper on science, technology and innovation (STI) recognise the pivotal enabling role of information and communication technologies (ICTs) in realising an inclusive and prosperous information society and knowledge economy. One of the Department of Science and Innovation (DSI)’s key role is to catalyse the digital ecosystem and develop scalable models for community owned connectivity networks to replicate in other areas. Rural areas provide challenging environment to implement communication infrastructure for data and Internet based services, including high cost of network implementation and lack of customer base, low-income streams, highly scattered and low population density. The DSI has thus partnered with the University of Western Cape (UWC), the Mankosi Village community, with support from the Technology Innovation Agency (TIA) to scaleup the Zenzeleni Community Owned Connectivity Networks (COCN). The Zenzeleni COCN has been in existence since 2012 and provides timely, reliable and affordable Wi-Fi connectivity to the remote rural areas of Mankosi and Zithulele in Mthatha. The webinar, facilitated by Ms Ellen Fischat from Story Room aimed to look at how rural and township wireless connectivity models, including Zenzeleni COCN can be scaled-up to increase the number of people connected in the rural settings, more so in light of the COVID-19 crisis. It is evident from the proceedings the need for community networks to provide access to connectivity and also more importantly, what connectivity enables. Subsequent discussions would need to focus on the users and owners of these community networks to understand how their lives have improved through the deployment of the technology. This will shed light of the financial feasibility and benefit.