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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.
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Cheah, Sarah Lai-Yin, Yinping Yang e Ozcan Saritas. "Reinventing product-service systems: the case of Singapore". foresight 21, n.º 3 (30 de maio de 2019): 332–61. http://dx.doi.org/10.1108/fs-12-2018-0107.
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PurposeThis paper aims to discuss a foresight study conducted in Singapore’s national R&D agency to help science and technology decision makers identify key capability areas of R&D investment to support the manufacturing industry’s growth in the country and the region.Design/methodology/approachUsing horizon scanning, scenario analysis and expert opinion, nine capabilities are identified as core areas to be developed to support the country’s future growth of product-service systems.FindingsThe results of a Delphi survey involving 30 industry and academic thought leaders recommend priorities of these capabilities. This paper concludes with a discussion of the study implications for theory, research and practice in the domain of servitisation and product-service systems.Research limitations/implicationsThe foresight study presented here on the future of servitisation in Singapore demonstrates one of the first fully fledged applications of foresight in constructing a coherent vision of future product-service system markets. In this study, the authors applied systemic foresight methodology (SFM) comprising the first six phases: initiation (scoping), intelligence (scanning), imagination (scenarios), integration (priorities), interpretation (strategies) and implementation (action).For future research, an ideal step would be to proceed with the final phase of the SFM, impact, to develop indicators for servitisation and to monitor and evaluate the transition process.Practical implicationsManufacturing and services are no longer distinct concepts with a clear divide. Manufacturing firms not only become more service dependent but also produce and provide services for their consumers. This transformation towards servitisation implies fundamental re-organisation of the production and management practices. Furthermore, through new business models, new and loyal customers will be gained, which will in turn bring additional income, while making the companies less prone to economic and business fluctuations.Social implicationsThe results of this study have practical implications for policymakers of public and private sectors that are interested in playing a key role in future product-service system innovation. These have implications for developing the human and intellectual capital that are required for supporting the future innovation. Institutes of higher learning and vocational institutes should also consider incorporating new curricula and modules to build the capabilities for knowledge creation and transfer.Originality/valueThe findings of the present study on strategic growth areas and relevant critical capabilities provide new directions for research in the field of servitisation. Among the nine capabilities identified, the top three were advanced customer intelligence capability, socio-physical service quality, traceability and maintainability and integrated strategic decision-making. From the results, it is apparent that advanced customer intelligence capability is both an area of importance to Singapore and the world.
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Bojovic, Viktorija. "Public private partnership as a last resort for traditional public procurement". Panoeconomicus 53, n.º 3 (2006): 299–311. http://dx.doi.org/10.2298/pan0603299b.
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This paper discusses recent changes in the way public services are delivered A marked increase in the cooperation between the public and private sector in the realization of complex projects, mostly concerning development of infrastructure, is the main characteristic of present-day developing economies. The creation of new, innovative agreements is driven by the limitation of public funds and an ever-growing demand for an increase in the quality of public services. Looking upon the western economies experience alternatives to the traditional public sector procurement are identified in the public/private partnership. The public/private partnership can be seen as one component in the rearrangement of the public sector with a management culture that focuses on the citizen or customer. Also included in this are accountability for results, investigation of a wide variety of alternative service delivery mechanisms, and competition between public and private bodies for contracts to deliver services consistent with cost recovery and the achievement of value for money. The partnership can be realized through an array of models and in this paper priority is given to the DBFO (design-build-finance-operate) model, due to its importance in implementation. The DBFO model is considered to be a synonym for the public/private partnership, as it is the most suitable for complex projects and gains the most benefits.
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Shcherbakov, Vladimir, e Galina Silkina. "Supply Chain Management Open Innovation: Virtual Integration in the Network Logistics System". Journal of Open Innovation: Technology, Market, and Complexity 7, n.º 1 (3 de fevereiro de 2021): 54. http://dx.doi.org/10.3390/joitmc7010054.
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The customer-oriented approach is actively developing within the global trend of the modern industrial revolution that is Industry 4.0. The focus on customer interests has led to cooperation and integration in supply chains, improving their efficiency and increasing transparency, awareness, and trust. However, an issue emerging in this scenario is that conventional supply chain management (SCM) procedures are unable to identify the potential proposal for a particular user. Modern businesses need to build integrated supply chains, which require well-developed infrastructure and easily available complementary services, relying on logistics as a networking technology. Supply chains of this generation grow from traditional individual desynchronized economic relations (linear models with some feedback and the simplest network configurations) to scalable, adaptable, harmonized partner networks. The logistics potential allows additional income by reducing the total costs of participants in the network, thus increasing the competitiveness of companies; this can be implemented based on new models of interaction in the current digital environment through, firstly, system integration. Our goal consists of identifying the essential characteristics of system integration and substantiating the methods for its implementation in the digital economy. The study is based on the analysis of global best practices, considering the reports from leading consulting companies and competent analytical agencies. We have confirmed that the role of a virtual system integrator of supply chains belongs to logistics platforms; the effects of a transition to platform business models are discussed in detail.
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Moon, Sangkil, Wagner A. Kamakura e Johannes Ledolter. "Estimating Promotion Response When Competitive Promotions Are Unobservable". Journal of Marketing Research 44, n.º 3 (agosto de 2007): 503–15. http://dx.doi.org/10.1509/jmkr.44.3.503.
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This study addresses a problem commonly encountered by marketers who attempt to assess the impact of their sales promotions—namely, the lack of data on competitive marketing activity. In most industries, competing firms may have competitive sales data from syndicated services or trade organizations, but they seldom have access to data on competitive promotions at the customer level. Promotion response models in the literature either have ignored competitive promotions, focusing instead on the focal firm's promotions and sales response, or have considered the ideal situation in which the analyst has access to full information about each firm's sales and promotion activity. The authors propose a random coefficients hidden Markov promotion response model, which takes the competitor's unobserved promotion level as a latent variable driven by a Markov process to be estimated simultaneously with the promotion response model. This enables the authors to estimate cross-promotion effects by imputing the level of competitive promotions. The authors test the proposed model on synthetic data through a Monte Carlo experiment. Then, they apply and test the model to actual prescription and sampling data from two main competing pharmaceutical firms in the same therapeutic category. The two tests show that compared with several benchmark models, the proposed random coefficients hidden Markov model successfully imputes unobserved competitive promotions and, accordingly, reduces biases in the own- and cross-promotion parameters. Furthermore, the proposed model provides better predictive validity than the benchmark models.
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Kwilosz, Tadeusz, e Bogdan Filar. "Ekonometryczny model krótkoterminowego prognozowania zużycia gazu". Nafta-Gaz 77, n.º 7 (julho de 2021): 454–62. http://dx.doi.org/10.18668/ng.2021.07.04.
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In order to develop a mathematical model of short-term gas demand, it is necessary to analyze the latest mathematical forecasting methods in order to select and adapt the right one (meeting the condition of efficiency and effectiveness). It is necessary to recognize and analyze factors (mainly environmental) affecting the result of short-term forecasts and sources of data that can be used. The result of the work is a numerical model of short-term gas demand for a selected territorial unit of the country. The developed model was calibrated and tested on historical data describing environmental conditions and real gas consumption. A heterogeneous linear econometric model was designed and calibrated on the basis of a selected set of attributes (explanatory variables). The estimated parameters of the model were statistically verified. It is worth noting that in the short term of the forecast (7 days) there are no significant changes in the gas market environment (launching new investments, connecting new users to the system, or changes in demand resulting from changing macroeconomic conditions). Other technical factors, such as production line failures at customers or industrial downtime, are difficult to predict, or knowledge about their occurrence is rarely available. For this reason, the only factors that may have an impact on changes in gas demand in the short term are weather factors, which were selected as explanatory variables for the developed model. Historical weather data was retrieved from the OpenWeatherMapHistoryBulk web service. Daily values of gas consumption for one of the voivodships of southern Poland were used as the response variable. The data was downloaded from the information exchange system of the transmission pipeline operator. The data covers a three-year period, as only such data has been made public. The explanatory variables include the daily values of weather data such as: average temperature, chilled temperature, minimum temperature, maximum temperature, atmospheric pressure, relative humidity, wind speed and wind direction.
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Thomas, Jacquelyn S. "Econometric Analysis of Customer Retention in an Aviation Trade Organization". Transportation Research Record: Journal of the Transportation Research Board 1567, n.º 1 (janeiro de 1997): 33–40. http://dx.doi.org/10.3141/1567-05.
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The proliferation of customer data bases is a direct consequence of firms’ drive toward efficient customer-firm interactions. With regard to customer-firm interactions, firms have focused on customer retention rates. Using a customer data base, firms try to identify the most valuable customers within that data base. After identifying these customers, firms attempt to develop strategies and tactics that increase the retention of the most valued customers and maximize the profitability of the entire base of customers. With this goal in mind, common firm practices that have arisen are the offering of rewards, free additional services, and add-on selling. The impact of rewards, additional services, and add-on selling on the customer equity of a trade association in the aviation industry is examined. In particular a model that examines the impact that these factors have on customer retention and firm profitability is developed. This model is tested on a membership data base from a service organization that offers membership rewards, additional free services, and fee-based products to aircraft owners and pilots. The findings from this research have implications for how trade associations should develop marketing programs and strategically manage and target their most valuable customers.
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Тураев e B. Turaev. "Econometric Models for Tourism Management System Improvement". Economics 2, n.º 6 (17 de dezembro de 2014): 40–46. http://dx.doi.org/10.12737/6733.
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Role and value of tourism as a factor for impact on economy are considered in this paper. Prerequisites and conditions promoting its development have been revealed. The need in development and implementation of data (including forecast data) in the frame of national economy complex evolution has been justified. The main dynamic and structural tendencies of tourism regional market development, using Uzbekistan as an example, with elements of comparative analysis related to similar indicators of tourism development at the level of world, national and regional economy are investigated in this paper as well. Proceeding from this analysis, recommendations on the tourist services market development have been given.
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Panov, V. A. "STUDY OF APPLICABILITY OF THE BINARY SELECTION MODEL IN ANALYSIS OF OUTFLOW IN THE TELECOMMUNICATION INDUSTRY". Business Strategies, n.º 11 (23 de novembro de 2019): 20–22. http://dx.doi.org/10.17747/2311-7184-2019-11-20-22.
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The article discusses the relevance of the problem of customer churn in the telecommunications sector; as well as the benefits of using econometric binary selection models to predict the probability of customer’s base churn.
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Sigala, Marianna. "Mass Customisation Models for Travel and Tourism Information e-Services". International Journal of Information Systems in the Service Sector 2, n.º 2 (abril de 2010): 48–69. http://dx.doi.org/10.4018/jisss.2010040104.
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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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Zyung, J. Daniel, Vikas Mittal, Sunder Kekre, Gajanan G. Hegde, Jennifer Shang, Brian S. Marcus e Arvind Venkat. "Service Providers’ Decision to Use Ethics Committees and Consultation in Complex Services". Journal of Marketing Research 57, n.º 2 (11 de fevereiro de 2020): 278–97. http://dx.doi.org/10.1177/0022243719898495.
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Ethics has long been, and continues to be, a central topic among marketing scholars and practitioners. When providing complex services—multiple interactions over time that are predicated on the evolving needs of customers—service providers face ethical dilemmas, which are often resolved by engaging an ethics committee (EC). Despite the prevalence of ECs, research on service providers’ preference to engage with an EC is sparse. This study examines whether the role that health care providers play, as either task manager or relationship manager, makes a difference in their preference for engaging with and utilizing an EC for resolving ethical dilemmas. Results based on 1,440 observations collected from health care service providers show that service providers’ task or relationship management role, as well as prior experience with an ethics consultation, influences their preference both for engaging an EC and for having the EC prescribe a specific outcome to resolve an ethical dilemma. This study extends prior work on conceptual models examining ethical decision-making processes in marketing.
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Majava, Jukka, e Ville Isoherranen. "Business model evolution of customer care services". Journal of Industrial Engineering and Management 12, n.º 1 (21 de janeiro de 2019): 1. http://dx.doi.org/10.3926/jiem.2725.
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Purpose: Servitization is a rising trend as companies look for new revenue streams. This paper presents a study of customer care business model evolution in the smartphone industry. The paper identifies key changes in the business models during recent years and their implications for companies seeking after-sales service excellence and new revenue sources.Design/methodology/approach: The research approach is built on the literature of product-service offerings, servitization, and business models. The empirical part is based on a multiple case study of former Nokia mobile phone business, the Apple iPhone, and Google Android.Findings: Three different customer care business models and an analysis of the changes in the smartphone industry are presented. This paper demonstrates how after-sales services have become increasingly important in generating new revenue. Moreover, the nature of after-sales services has fundamentally changed in the industry.Research limitations/implications: Due to the careful selection of the cases that represent the studied industry well, the results provide valuable insights for practitioners and researchers involved in developing after-sales service offerings in the mobile industry. However, a case study research approach may not offer a generalized picture of this phenomenon in other industries.Originality/value: A novel analysis of customer care evolution in the smartphone industry is presented. In addition, the study demonstrates that applying the concept of business models to after-sales services provides new insights into these services and their roles in business.
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Fornell, Claes, Michael D. Johnson, Eugene W. Anderson, Jaesung Cha e Barbara Everitt Bryant. "The American Customer Satisfaction Index: Nature, Purpose, and Findings". Journal of Marketing 60, n.º 4 (outubro de 1996): 7–18. http://dx.doi.org/10.1177/002224299606000403.
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The American Customer Satisfaction Index (ACSI) is a new type of market-based performance measure for firms, industries, economic sectors, and national economies. The authors discuss the nature and purpose of ACSI and explain the theory underlying the ACSI model, the nation-wide survey methodology used to collect the data, and the econometric approach employed to estimate the indices. They also illustrate the use of ACSI in conducting benchmarking studies, both cross-sectionally and over time. The authors find customer satisfaction to be greater for goods than for services and, in turn, greater for services than for government agencies, as well as find cause for concern in the observation that customer satisfaction in the United States is declining, primarily because of decreasing satisfaction with services. The authors estimate the model for the seven major economic sectors for which data are collected. Highlights of the findings include that (1) customization is more important than reliability in determining customer satisfaction, (2) customer expectations play a greater role in sectors in which variance in production and consumption is relatively low, and (3) customer satisfaction is more quality-driven than value- or price-driven. The authors conclude with a discussion of the implications of ACSI for public policymakers, managers, consumers, and marketing in general.
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Angelopoulos, Michail, e Yannis Pollalis. "Data Analytics to Improve Customer Energy Efficiency". Archives of Business Research 9, n.º 6 (11 de junho de 2021): 13–25. http://dx.doi.org/10.14738/abr.96.10290.
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This research focuses on providing insights for a solution for collecting, storing, analyzing and visualizing data from customer energy consumption patterns. The data analysis part of our research provides the models for knowledge discovery that can be used to improve energy efficiency at both producer and consumer ends.
Τhe study sets a new analytical framework for assessing the role of behavioral knowledge in energy efficiency using a wide range of Case Studies, Experiments, Research, Information and Communication Technologies (ICT) in combination with the most modern econometric methods and large analytical data taking into account the characteristics of the study participants (household energy customers).
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Virmani, Megha, e Manoj Kumar Dash. "Modelling Customer Satisfaction for Business Services". Journal of Sociological Research 4, n.º 2 (6 de junho de 2013): 51. http://dx.doi.org/10.5296/jsr.v4i2.3824.
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Research in the area of business services, which include marketing research companies, advertising agencies and consulting firms, has concentrated on service quality, relationship quality, and overall customer satisfaction. In some of the best known models which connect these concepts, customer satisfaction is modelled as a function of customer expectations and perceived quality. Little research has been done, however, to explain the development of relationships between businesses and business services over time. Additionally, research in this area has been almost non-existent in the transition countries. Our study proposes a customer satisfaction model with an integrated time component to be tested on the transition country data. The relationship quality in our model is expected to be paramount for customer satisfaction, loyalty and the long-term success of business services.
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Van den Poel, Dirk, e Bart Larivière. "Customer attrition analysis for financial services using proportional hazard models". European Journal of Operational Research 157, n.º 1 (agosto de 2004): 196–217. http://dx.doi.org/10.1016/s0377-2217(03)00069-9.
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Maune, Alexander. "Trade in Services-Economic Growth Nexus: An Analysis of the Growth Impact of Trade in Services in SADC Countries". Journal of Economics and Behavioral Studies 11, n.º 2(J) (13 de maio de 2019): 58–78. http://dx.doi.org/10.22610/jebs.v11i2(j).2819.
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The article analysed the trade in services led growth in ten selected countries in the Southern African Development Community region using econometric regression models. Panel data obtained from the World Bank and United Nations Conference on Trade and Development databases for the period 1992 to 2015 was analysed. Five variables were used in the econometric analysis. The marginal effects of service and goods exports were positive while those of goods and service imports were negative and highly significant as was expected from literature. Service exports registered an impact that was almost threefold that of service imports and greater than goods exports. Policy-makers are encouraged to, clearly define their trade in service strategy and reduce or remove trade restrictions. The study is of importance to researchers, the private sector and government policymakers.
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Meshal Saeed S, Alshahrani, Alshahrani Bander Sayaf Z e Alshahrani Ahmed Saeed A. "Does customer service matter? A customer perception of bank services in Islamic countries". International Journal Of Innovation And Economic Development 1, n.º 2 (2015): 29–38. http://dx.doi.org/10.18775/ijied.1849-7551-7020.2015.12.2004.
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This paper aims to explore the possible usefulness of a combined multi-attribute and SERVQUAL service quality model in analyzing how bank customers perceive service quality. Using a survey, the authors measured how customers in one region in a major Saudi Arabia bank perceived service quality. Responses were analyzed with reference to both multi-attribute service quality and SERVQUAL models. The combined model seems to provide some guidance regarding how bank customers perceive service quality. The finding of several items reveals that customers are difficult to please. However, substantial heterogeneity exists in customer perceptions of the service quality items investigated. This exploratory study examines only one bank in specific region in Saudi Arabia, implying a need for additional research applying this combined model and other methods to investigate banking segment. The noticeable spread in conceptions of service quality items suggests that bank managers and personal bankers may benefit from co-creating services with customers. Banks are considered as intermediates on financial markets. Therefore, improved and customized service quality could make customers inclined to invest their resources in ways that promote economic growth. In addition to traditional measurement models, the SERVQUAL may contribute to service quality assessment in private banking.
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Müller, Sven, e Knut Haase. "Local revenue response to service quality: spatial effects in seasonal ticket revenue data". European Journal of Marketing 49, n.º 9/10 (14 de setembro de 2015): 1391–416. http://dx.doi.org/10.1108/ejm-10-2013-0531.
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Purpose – This paper aims to consider spatial effects in the analysis of the relationship of revenue and service quality. When firms’ customers are located in spatially dispersed areas, it can be difficult to manage service quality on a geographically small scale because the relative importance of service quality might vary spatially. Moreover, standard approaches discussed so far in the marketing science literature usually neglect spatial effects, such as spatial dependencies (e.g. spatial autocorrelation) and spatial drift (spatial non-stationarity). Design/methodology/approach – The authors propose a comprehensive but intelligible approach based on spatial econometric methods that cover spatial dependencies and spatial drift simultaneously. In particular, they incorporate the spatial expansion method (spatial drift) into spatial econometric models (e.g. spatial lag model). Findings – Using real company data on seasonal ticket revenue (dependent variable) and service quality (independent variables) of a regional public transport service provider, the authors find that the elasticity for the length of the public transport network is between 0.2 and 0.5, whereas the elasticity for the headway is between −0.2 and 0.6, for example. The authors control for several socio-economic, socio-demographic and land-use variables. Practical implications – Based on the empirical findings, the authors show that addressing spatial effects of service data can improve management’s ability to implement programs aimed at enhancing seasonal ticket revenue. Therefore, they derive a spatial revenue response function that enables managers to identify small-scale areas that are most efficient in terms of increasing revenue by service improvement. Originality/value – The paper addresses the need to account for spatial effects in revenue response functions of public transport companies.
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Enescu, Maria, e Marian Enescu. "Customer Experience Maturity Models – Improving the Business Results". International Journal of Emerging Research in Management and Technology 6, n.º 7 (29 de junho de 2018): 228. http://dx.doi.org/10.23956/ijermt.v6i7.216.
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Customer experience maturity of any organization is important for its business results. This paper describes two kinds of maturity models, one based on competency evaluation of the employees on customer’s best applied practices, and the second on maturity of using digital tools to increase the customer good experience when working with the company. These approaches are useful when discuss the performance of enterprises providing products or services in the age of customer. The included case studies show the applicability of the procedures and open a way to be extended for proficiency testing workshops (for similar business) or in ranking the enterprises from the viewpoint of customer experience maturity.
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Haaker, Timber, Edward Faber e Harry Bouwman. "Balancing customer and network value in business models for mobile services". International Journal of Mobile Communications 4, n.º 6 (2006): 645. http://dx.doi.org/10.1504/ijmc.2006.010360.
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Sigala, Marianna. "Mass customisation implementation models and customer value in mobile phones services". Managing Service Quality: An International Journal 16, n.º 4 (julho de 2006): 395–420. http://dx.doi.org/10.1108/09604520610675720.
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Staudt, Yves, e Joël Wagner. "What policyholder and contract features determine the evolution of non-life insurance customer relationships?" International Journal of Bank Marketing 36, n.º 6 (3 de setembro de 2018): 1098–124. http://dx.doi.org/10.1108/ijbm-11-2016-0175.
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Purpose Over the last decade, technological and social trends have significantly influenced the relationship between customers and insurers. New buying patterns, price comparison platforms and the usage of different interaction channels driving single-product purchases and impacting lapses have influenced insurers’ customer portfolios and development. The purpose of this paper is to study the features driving the customer relationship along three areas, namely, customer acquisition, development and retention. Design/methodology/approach After defining 14 related hypotheses, the authors use econometric analyses to quantitatively support these hypotheses in the three areas of interest. The authors build on a large-scale longitudinal data set from a Swiss insurance company covering the period from 2005 to 2014 and including 2,757,000 customer-years. The data comprise information on private customers, their contract history, including coverage and losses and the channels used for buying insurance. This analysis focuses on the two most common non-life insurance products, namely, household/liability and car insurance. Findings The authors provide descriptive statistics and results from econometric analyses to determine the significant features and patterns affecting customer development and retention. Among the main results, the authors underline the significant influence on cross-selling given by the customer’s age and the interaction channel. Customers from rural regions are more loyal and likely to conduct cross-buying when compared to their peers from urban regions. Car insurance holders are more likely to lapse than household/liability insurance clients. Finally, while newly acquired customers tend to buy only a single product, the authors show the importance of cross-selling for retaining customers. In fact, customer retention is positively influenced by the number of products hold. Research limitations/implications This work is relevant for academics and practitioners alike, adding a quantitative basis to the understanding of managing customer relationships and for the development of further prospective models. Further work could investigate or add products, extend the study to other companies and focus on customer development with time. Originality/value This study explores a large-scale longitudinal data set. The analyses of customer acquisition, development and retention can support insurers to construct their own models for customer relationship management.
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Krivoruchko, S. V., e V. A. Lopatin. "Features of business models in the market of payment services". Strategic decisions and risk management, n.º 6 (13 de fevereiro de 2018): 66–73. http://dx.doi.org/10.17747/2078-8886-2017-6-66-73.
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Features of business models of participants of the market of retail payment services are considered. An approach based on the allocation of nine elements of the business model is used: consumer segments, value propositions, sales channels, customer relationships, revenue streams, key resources, key activities, key partners, cost structure
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Reid, Scott, Ali Chalak e Jonathan Hecht. "Determining the optimal investment plan for water utilities: the case of Veolia Water Central". Water Supply 10, n.º 3 (1 de julho de 2010): 367–75. http://dx.doi.org/10.2166/ws.2010.098.
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Water utilities face difficult choices in how most efficiently to plan for investments that best meet the needs of their customer base. An obvious interest of water utilities is thus to optimise their investment planning to obtain the maximum possible benefits for the costs accrued by the investments. The objective of this article is to demonstrate an approach for a water utility to determine the benefits of investments in different possible service areas. We used a stated preference choice experiment approach to estimate the willingness-to-pay of customers of a utility company in Southeast England for various water services that are both private and public in nature. Using state-of-the-art econometric methods, we demonstrate how customer preferences can be estimated at the individual level, as opposed to more standard modelling approaches that assume that tastes are homogeneous among the customer population. Willingness-to-pay results were mostly statistically significant for the various private and public services presented to customers, and results conformed to the expectations of economic theory. We demonstrate how individual-level customer preferences can be used to forecast the preferred alternatives of customers when faced with different possible investment programmes. Lastly, we outline how various benefits and costs, including those captured by willingness-to-pay, are used to optimise the water utility's investment planning.
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Suryan, Viktor. "ECONOMETRIC FORECASTING MODELS FOR AIR TRAFFIC PASSENGER OF INDONESIA". Journal of the Civil Engineering Forum 3, n.º 1 (29 de agosto de 2017): 303. http://dx.doi.org/10.22146/jcef.26594.
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One of the major benefits of the air transport services operating in bigger countries is the fact that they provide a vital social economic linkage. This study is an attempt to establish the determinants of the passenger air traffic in Indonesia. The main objective of the study is to determine the economic variables that affect the number of airline passengers using the econometrics model of projection with an emphasis on the use of panel data and to determine the economic variables that affect the number of airline passengers using the econometrics model of projection with an emphasis on the use of time series data. This research also predicts the upcoming number of air traffic passenger until 2030. Air transportation and the economic activity in a country are interdependent. This work first uses the data at the country level and then at the selected airport level for review. The methodology used in this study has adopted the study for both normal regression and panel data regression techniques. Once all these steps are performed, the final equation is taken up for the forecast of the passenger inflow data in the Indonesian airports. To forecast the same, the forecasted numbers of the GDP (Gross Domestic Product) and population (independent variables were chosen as a part of the literature review exercise) are used. The result of this study shows the GDP per capita have significant related to a number of passengers which the elasticity 2.23 (time-series data) and 1.889 for panel data. The exchange rate variable is unrelated to a number of passengers as shown in the value of elasticity. In addition, the total of population gives small value for the elasticity. Moreover, the number of passengers is also affected by the dummy variable (deregulation). With three scenarios: low, medium and high for GDP per capita, the percentage of growth for total number of air traffic passenger from the year 2015 to 2030 is 199.3%, 205.7%, and 320.9% respectively.
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Kilibarda, Milorad J. "INNOVATION IN LOGISTICS SERVICES USING THE KANO MODEL". International Journal "Advanced Quality" 44, n.º 4 (11 de março de 2017): 23. http://dx.doi.org/10.25137/ijaq.n4.v44.y2016.p23-28.
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This paper presents a new approach to the innovation in logistics services based on a classification ofservice attributesdepending on how they affect customer satisfaction. A quantitative Kano model has been developed, which, unlike traditional models, describes the nonlinear relationships betweenservice attributes and customer satisfaction. The model is based on the attribute importance index and the satisfaction level. By applying the Kano model, all attributes of logistic services are classified into one of four quadrants. Depending on to which quadrant an attribute belongs, a decision on the introduction and development of innovations is being made. The aim is to introduce innovation and new logistics solutions in order to improve the attributes that are the most important to the customer, that is, which affect the customer satisfaction to the greatest extent. The model has been applied to specific research of logistics service attributes on the Serbian market, where the case study resultsindicate the importance and a high level of practical applicability of the quantitative Kano model.
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Zimpel-Leal, Karla. "Emergent Business Models for Homecare in England". Innovation in Aging 4, Supplement_1 (1 de dezembro de 2020): 434. http://dx.doi.org/10.1093/geroni/igaa057.1402.
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Abstract The purpose of this study is to examine how emergent homecare business models are shaping the care market in England. Homecare providers for older people are facing a rise in demand for their services which is driven not only by an ageing population but also from a market demand for personalised care, choice, continuity of care, and real time availability. Combined with a turbulent political and policy environment, the current care landscape presented an opportunity for innovative and emergent homecare models to establish themselves and in some occasions disrupt the market by offering a more inducing service design and value propositions that better match customers’ needs. Utilizing the Business Model Canvas, this study investigated various emergent models of homecare by using semi-ethnographic methods that included field observation and data collection, a narrative summary review and interviews. It has shown that homecare providers for an ageing customer base are becoming increasingly aware of emerging customer needs and expectations. Disruptive and emergent models such as uberisation, community-based, live-in and preventative models are becoming more pervasive in the current landscape. These models offer major shifts related to their value proposition, partnerships and customer segments. The value propositions are focused on several dimensions of wellbeing outcomes, choice and personalisation, whilst their care workforce is perceived as a major customer segments and their network of partners provides access to complementary services, investments and specialist knowledge. These changes are promoting more flexibility and responsiveness in the care market, enhancing service users’ experience and encouraging workforce development.
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Liu, Xiao-Yu, Nai-Wen Chi e Dwayne D. Gremler. "Emotion Cycles in Services: Emotional Contagion and Emotional Labor Effects". Journal of Service Research 22, n.º 3 (17 de março de 2019): 285–300. http://dx.doi.org/10.1177/1094670519835309.
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Service organizations encourage employees to express positive emotions in service encounters, in the hope that customers “catch” these emotions and react positively. Yet customer and employee emotions could be mutually influential. To understand emotional exchanges in service encounters and their influences on customer outcomes, the current study models the interplay of emotional contagion and emotional labor, as well as their influence on customer satisfaction. Employees might catch customers’ emotions and transmit those emotions back to customers through emotional contagion, and employee emotional labor likely influences this cycle by modifying the extent to which emotional contagion occurs. Data from 268 customer-employee dyads, gathered from a large chain of foot massage parlors, confirm the existence of an emotion cycle. Deep acting, as one type of emotional labor used by employees, hinders the transmission of negative emotions to customers, whereas surface acting facilitates it. Both customer emotions and employee emotional labor thus have critical influences on service encounters. The findings highlight the importance of understanding the potential influence of customer preservice emotions and the presence of an emotion cycle during service delivery.
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Nguyen, Han Ho Ngoc, Thanh Huynh Mai Pham e Thuy Ngoc Pham. "THE EFFECT OF SERVICE QUALITY AND SWITCHING BARRIERS ON CUSTOMER LOYALTY – A STUDY OF HOSPITALITY SERVICES". Science and Technology Development Journal 14, n.º 2 (30 de junho de 2011): 65–72. http://dx.doi.org/10.32508/stdj.v14i2.1930.
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Customer loyalty is the goal towards which many businesses, including tourist hotels place importance on. Loyalty does not only mean repurchasing, but also involves positive talk about the service to others. This paper models customer satisfaction as a mediating variable of service quality and customer loyalty. It investigates the effect of service quality on customer satisfaction and then the effect of customer sarisfaction on customer loyalty. The impact of switching barriers on customer loyalty is also investigated. The results show that there are two components of service quality affecting customer satisfaction, namely Core service (β = 0.406) and Physical environment (β = 0.254). The research also reveals that Customer satisfation (β = 0.688) and Switching barriers (β = 0.110) both have impacts on customer loyalty, in which customer satisfation plays the key role.
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Sachdeva, Nitin. "Influence of Customer Attrition on Diffusion of Business Education Services". International Journal of Mathematical, Engineering and Management Sciences 2, n.º 2 (1 de junho de 2017): 125–34. http://dx.doi.org/10.33889/ijmems.2017.2.2-011.
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Innovation diffusion models have been developed by many researchers during the past few decades based on the famous Bass (1969) model. Several such diffusion models have been developed in consideration of price, marketing efforts etc., however, it is hardly seen that customer attrition (disadoption) can play a significant role in long term growth process of any new product or service. This paper defines two types of disadoption process, Type I disadoption and Type II disadoption process, representing disadopters from innovators and imitators, respectively. We illustrate that there is an increase in the market size along with the adoption of new product and this increase is addressed in this paper. The explicit mean value function for the two types of disadoption processes is derived in this paper. The thrust of the research is on studying the management educational services in the Delhi/NCR region of India and the impact of disadoption on the long term growth of such services. In order to validate the proposed modeling framework, we make use of different goodness-of-fit criteria on primary data collected from an institute in Delhi/NCR.
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Saarijärvi, Hannu, Christian Grönroos e Hannu Kuusela. "Reverse use of customer data: implications for service-based business models". Journal of Services Marketing 28, n.º 7 (7 de outubro de 2014): 529–37. http://dx.doi.org/10.1108/jsm-05-2013-0111.
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Purpose – The purpose of this study is to explore and analyze the implications of reverse use of customer data for service-based business models. In their quest for competitive advantage, firms traditionally use customer data as resources to redesign and develop new products and services or identify the most profitable customers. However, in the shift from a goods-dominant logic toward customer value creation, the potential of customer data for the benefit of the customer, not just the firm, is an emerging, underexplored area of research. Design/methodology/approach – Business model criteria and three service examples combine to uncover the implications of reverse use of customer data for service-based business models. Findings – Implications of reverse use of customer data for service-based business models are identified and explored. Through reverse use of customer data, a firm can provide customers with additional resources and support customers’ value-creating processes. Accordingly, the firm can move beyond traditional exchanges, take a broader role in supporting customers’ value creation and diversify the value created by the customer through resource integration. The attention shifts from internal to external customer data usage; customer data transform from the firm’s resource to the customer’s, which facilitates the firm’s shift from selling goods to supporting customers’ value creation. Originality/value – Reverse use of customer data represent a new emerging research phenomenon; their implications for service-based business models have not been explored.
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Kusuma Dewi, Shanty. "Service Quality Assessment Using Servqual and Kano Models". Jurnal Teknik Industri 20, n.º 1 (28 de fevereiro de 2019): 94. http://dx.doi.org/10.22219/jtiumm.vol20.no1.94-104.
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The purpose of this study is to assess the quality of services by using the integration of Servqual and the Kano model. In this study, Servqual is used to determine the quality criteria that must be improved. At this method, the quality criteria are based on the gap that occurs between differences in perceptions and expectation of customers for the services they receive. Meanwhile, the Kano method is used to categorize service attributes that satisfy customer needs. Servqual integration and the Kano model were carried out by synchronizing the Servqual gap value and the Kano model grade. Assessment of service attributes obtained from both methods produces service attributes that will be the focus of management's improvement to improve service quality. The results showed that the attribute criteria that must be prioritized were attributes that included attractive and one-dimensional categories which had the highest negative gap value. Improvements in attributes in attractive and one-dimensional categories will improve service quality and increase customer satisfaction.
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Zaki, Mohamed. "Digital transformation: harnessing digital technologies for the next generation of services". Journal of Services Marketing 33, n.º 4 (12 de agosto de 2019): 429–35. http://dx.doi.org/10.1108/jsm-01-2019-0034.
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Purpose The purpose of this paper is to discuss digital transformation and its four trajectories – digital technology, digital strategy, customer experience and data-driven business models – that could shape the next generation of services. This includes a discussion on whether both the market and organizations are all ready for the digital change and what are the opportunities that will enable firms to create and capture value though new business models. Design/methodology/approach Providing services is a proven and effective way to secure a competitive position, deliver long-term stable revenues and open up new market opportunities. However, it is also clear that some organisations are struggling to digitally transform. Therefore, the commentary provides a brief insight into how firms explore the possibilities of digital transformation and navigate these uncharted waters. Findings Today’s digital technologies affect the organisation outside and in, enabling the creation of new business models and transforming the customer experience. The incumbents are acutely aware that they need to transform strategically – to build new networks and value chains. Originality/value This commentary extends earlier work exploring the digital disruption within services to highlight a number of connected areas: the challenges and opportunities of digital transformation at a strategic level, as well as understanding and enhancing the customer experience and seeing how new data-driven business models can underpin service transformation.
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Wale, Letenah Ejigu, e Daniel Makina. "Account ownership and use of financial services among individuals". African Journal of Economic and Management Studies 8, n.º 1 (13 de março de 2017): 19–35. http://dx.doi.org/10.1108/ajems-03-2017-146.
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Purpose The purpose of this paper is to understand the effect of individual characteristics (such as sex, age, education and income) on the likelihood of account ownership and use in selected Sub-Saharan African (SSA) economies. Account use is operationalized into two constructs namely the use of account to save and the frequency of account use. Design/methodology/approach Data from 18,000 individuals from 18 SSA economies are used for the analysis. These data are sourced from the World Bank’s Global Findex database. Simple probit and selection models are employed as econometric tools. Findings Account ownership and use is found to be higher among males, middle aged, high income and educated individuals. The marginal effect of income and education is most pronounced suggesting more policy attention is required in respect of the two factors. Practical implications Due to causality issues between financial inclusion and income, addressing the plight of the poor in financial inclusion projects will be a continuing challenge for policy makers. Originality/value It supplements the dearth of econometric studies conducted on the topic. Furthermore, regional specific factors affect the generality of results which calls for such type of studies.
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Raudla, Ringa, e Kaide Tammel. "Creating shared service centres for public sector accounting". Accounting, Auditing & Accountability Journal 28, n.º 2 (16 de fevereiro de 2015): 158–79. http://dx.doi.org/10.1108/aaaj-06-2013-1371.
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Purpose – The purpose of this paper is twofold. First, it aims to contribute to the theoretical discussion on shared service centres (SSCs) for public sector accounting by putting forth a novel typology of different SSCs and their creation modes, and outlining the challenges these specific models are likely to face. Second, it uses the Estonian case study to test the theoretical conjectures. Design/methodology/approach – Since in the Estonian central government different reform models for creating SSCs for public sector accounting have been tried out, the Estonian case offers an opportunity for exploring what the motives behind the creation of different forms of SSCs can be and what kind of challenges reform actors can face when opting for different reform models. The sources of data for the qualitative case study included official documents, media articles and interviews. Findings – The Estonian case study demonstrates that the distinct reform models for creating SSCs in public sector accounting can indeed have different motives and also face various challenges to different degrees. Some challenges, however, are present in all reform models (e.g. difficulties in achieving customer orientation and reduced input to managerial decision making). Originality/value – This paper puts forth a novel typology of public sector SSC reform models and analyses the challenges these different reform models are likely to face. The theoretical contribution and the Estonian case study are valuable for both academics and practitioners analysing or considering the creation of SSCs.
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Ieva, Marco, e Cristina Ziliani. "The role of customer experience touchpoints in driving loyalty intentions in services". TQM Journal 30, n.º 5 (13 de agosto de 2018): 444–57. http://dx.doi.org/10.1108/tqm-11-2017-0141.
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Purpose The explosion in the number of touchpoints is putting pressure on companies to design omnichannel customer experiences aimed at achieving long-term customer loyalty. The purpose of this paper is to examine the relative importance of 24 touchpoints in contributing to customer loyalty intentions. Design/methodology/approach Data were collected by means of a survey on almost 6,000 subjects belonging to the Nielsen consumer panel. Two ordinary least squares regression models with clustered standard errors estimate the relationship between touchpoint exposure – measured in terms of reach, frequency and positivity – and customer loyalty intentions in the mobile service sector. Findings Reach has a significant relationship with customer loyalty intentions as far as eight touchpoints are concerned. Positivity, when controlling for frequency of exposure, is related to customer loyalty intentions as far as nine touchpoints are concerned. Practical implications Results provide guidance for mobile service providers on customer experience management strategies and specifically on touchpoint prioritization, adaptation, monitoring and design. Originality/value This study addresses two relevant research gaps. First, most studies focus on single or a few touchpoints without considering the variety of touchpoints within the customer journey (Lemon and Verhoef, 2016). Second, no studies focus on the relative contribution of touchpoints to customer loyalty intentions (Homburg et al., 2017).
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Bredyuk, Vladimir, e Olena Joshi. "THE ECONOMETRIC MODELING OF HIGHER EDUCATION SYSTEM IN THE MODERN LABOR MARKET". International Journal of New Economics and Social Sciences 5, n.º 1 (30 de junho de 2017): 29–43. http://dx.doi.org/10.5604/01.3001.0010.2592.
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The article shows the main theoretical and practical results of the research of higher education system in Ukraine, which are based on the use of econometric methods and systematic approach as well as available official statistics. The basic factors of internal and external environment of the higher education system are considered and distinguished. The conceptual scheme of interaction of these factors in the operation of the higher education system of Ukraine has been offered. A number of econometric models, which describes the process of functioning of the higher education system as a whole, and also individual components of the processes i.e.recruitment and graduation of students has been proposed. On the basis of available statistical information, an econometric model of demand for higher education services has been built.
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Al-Momani, Adai Mohammad, Moamin A. Mahmoud e Mohd Sharifuddin Ahmad. "A Review of Factors Influencing Customer Acceptance of Internet of Things Services". International Journal of Information Systems in the Service Sector 11, n.º 1 (janeiro de 2019): 54–67. http://dx.doi.org/10.4018/ijisss.2019010104.
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Current studies in the field of Internet of Things (IoT) focus on the technical aspects such as programing, hardware, and software. However, studies from the behavioral aspects of the IoT are still in their infancy. In this article, the authors review and analyze theories and models from the literature and subsequently identify factors that influence customers' acceptance and use of the IoT services. Theories such as technology acceptance model (TAM) and unified theory of acceptance and use of technology (UTAUT) as well as number of existing models have investigated the IoT or similar technologies. Using these models and technologies, this article presents the development of a generic model which can be utilized in different domains and regions to study customer acceptance of the IoT services.
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Estrella-Ramón, Antonia. "Explaining customers’ financial service choice with loyalty and cross-buying behaviour". Journal of Services Marketing 31, n.º 6 (11 de setembro de 2017): 539–55. http://dx.doi.org/10.1108/jsm-05-2015-0189.
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Purpose This paper aims to examine the impact of the customer’s previous transaction behaviour (represented by loyalty and general cross-buying) on his/her choice of specific services offered by the same financial services provider. Design/methodology/approach This study uses a set of logistic regression models by incorporating panel data from a large bank. The database consists of 2,187 randomly selected customers, and it includes features related to individual loyalty and cross-buying behaviours, as well as demographic indicators, i.e. individual measures related to each customer and each service. Findings From the results obtained, a large variation in customer choice behaviour with regard to the studied banking services was observed. These results reveal which customer transactional behaviours drive cross-category financial services purchases. Originality/value In academic literature, little progress has been made in the study of individual and behavioural factors that affect customer choices by service category, especially within the banking sector. By understanding customer choices, the company will be able to meet customer needs in a more appropriate way, thereby increasing its competitiveness. Hence, the results from this study have both managerial and research implications, improving the strategy formulation of financial services companies.
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Li, Minglong, e Cathy H. C. Hsu. "Customer participation in services and employee innovative behavior". International Journal of Contemporary Hospitality Management 30, n.º 4 (9 de abril de 2018): 2112–31. http://dx.doi.org/10.1108/ijchm-08-2016-0465.
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Purpose This paper aims to investigate the influence of customer participation in services on the innovative behaviors of employees. Although previous studies have acknowledged the importance of customers in service innovation and investigated how customer participation in product development teams affect innovation, the effect of mandatory customer participation in services on the employee innovative behavior has not been examined. In addition to addressing such gap, this study proposed the mediating role of interpersonal trust in the relationship between customer participation and employee innovative behavior and then tested the hypotheses in a restaurant context. Design/methodology/approach A total of 514 valid questionnaires were collected from frontline employees or entry-level managers in 25 well-known restaurants (including 14 hotels and 11 freestanding restaurants) in Beijing, China. The relationships among customer participation, interpersonal trust and employee innovative behavior were examined using structural models analyzed in AMOS 20.0. Findings The structural equation modeling results indicate that customers’ information and emotional participation in services significantly influence the innovative behavior of employees, whereas behavioral participation does not. In addition, a high level of interpersonal trust between customers and employees may increase employee innovative behaviors. Moreover, unlike cognitive trust, affective trust mediates the relationship between customer information or emotional participation and employee innovative behavior. Practical implications Findings indicate that service firms can encourage customers to participate actively in service co-creation; their participation in terms of information is encouraged to foster employee innovative behaviors by training employees and establishing an appropriate climate for information exchange. Moreover, service firms must pay attention to the emotions of customers during the service processes. Furthermore, the affective trust between customers and employees is significant to service firms, which need to take measures for employees to manage their relationships with customers well. Originality/value Based on the concepts of service marketing and organizational behavior, this study contributes to the research on customer–employee co-production and employee innovative behavior from an interdisciplinary perspective. The study reveals the influencing mechanism of customer participation on employee innovative behavior and contributes to the research on customer–employee interpersonal trust. Previous studies emphasized the importance of trust among work group members in innovation, while this study supports the association between customer–employee interpersonal trust and employee innovative behaviors.